A Complete Communications Toolkit

Discover every feature CallPlatform offers to enhance your business connectivity, from intelligent call routing to powerful developer APIs.

Routing

Direct every call to the perfect destination with a powerful suite of dynamic routing tools. Build simple forwards or complex, resilient call flows with ease.

Smart Scheduling

Time & Date-Based Routing

Direct calls intelligently based on time of day, day of the week, or custom date ranges. Ensure callers always reach the right destination, whether you're open, closed, or on holiday.

Define business hours and after-hours routing.
Create special routes for holidays or events.
Forward to different teams, voicemails, or play custom messages.

Local Presence

Area-Based Routing

Automatically route callers to their nearest office or the most relevant team based on their phone number's area code. Perfect for national businesses with regional teams.

Route by country code or national area code.
Provide a localised experience for your customers.
Set a default route for unrecognised areas.

Security & Filtering

Access Control Lists (ACL)

Take full control over who can call you. Create allow-lists to only accept calls from specific numbers, or block-lists to prevent unwanted calls from reaching your teams.

Block or allow specific numbers or number prefixes.
Reduce spam and nuisance calls effectively.
Create VIP lists for important clients to bypass queues.

SIP Security

IP-Based Routing & Firewall

Secure your SIP trunks by locking them down to your specific IP addresses. Route calls based on the source IP of your PBX or SBC, and use our firewall to block unauthorised traffic, preventing toll fraud.

Create IP-based ACLs for your SIP trunks.
Authenticate traffic based on trusted IP addresses.
Protect your account from unauthorised usage.

Media

Enhance the caller and agent experience with custom audio, recording, and voicemail features.

Caller Experience

Pre-connection Greeting

Greet every caller with a professional, consistent message before the call connects to your team. This is ideal for compliance announcements or welcome messages.

Play compliance messages like "This call may be recorded".
Upload your own custom audio files.
Ensure a professional first impression on every call.

Agent Tools

Whisper Audio

Equip your agents with crucial context before they even say hello. Play a brief, private audio message that only the agent hears, telling them which number was dialled or which department the call is for.

Inform agents with messages like "This is a call for Sales".
Helps agents provide a more personalised greeting.
Improves first-call resolution and agent efficiency.

Capture Every Message

Voicemail & Transcription

A modern voicemail solution. Capture messages when you're unavailable and receive them instantly via email, complete with audio files and AI-powered transcriptions for quick reading.

Customisable voicemail greetings per department or user.
Voicemail-to-email delivery with audio attachment.
Manage all voicemails from the central portal.

Compliance & Training

Secure Call Recording

Record inbound and outbound calls for training, dispute resolution, or compliance. Access recordings securely from the portal, with options for long-term storage.

Enable or disable recording on a per-number or per-flow basis.
Download recordings as MP3 or WAV files.
Store recordings in our secure cloud or your own storage bucket.

Call Handling

Manage calls effectively with robust queues, alerts, and resilient failover options.

Routing Endpoints

Destinations

Define where your calls go. A Destination can be a single endpoint (like a sip destination or external number).

Parallel: Calls ring simultaneously to all endpoints
Sequential: Calls are routed in the list order.
Round Robin: Calls are distributed evenly in a circular order.
Ratio: Calls are distributed based on a defined ratio.

Reliability & Redundancy

Failover Settings

Never miss a critical call. Configure failover rules to automatically reroute calls if your primary destination is busy, offline, or doesn't answer, ensuring business continuity.

Redirect on busy, no-answer, or error states.
Failover to a backup destination, voicemail, or another call flow.
Build highly resilient communication pathways.

Handle Volume

Advanced Call Queues

Manage high call volumes without losing a single customer. Place callers in a queue until an agent is available, with custom music on hold and position announcements.

Multiple ringing strategies (Ring All, Round-Robin, etc.).
Set maximum queue size and wait times.
Customisable hold music and periodic announcements.

Agent Flexibility

Mid-Call Transfer Support

Empower your agents to handle calls more effectively. CallPlatform fully supports standard SIP transfer methods (blind and attended), allowing agents to seamlessly pass calls to other users or departments using their IP phone or softphone.

Supports Blind Transfer (unannounced).
Supports Attended/Consultative Transfer.
Works with any standard SIP-compliant device.

Never Lose a Lead

Missed Call Alerts

Stay on top of every opportunity. Receive instant email notifications for any calls that are missed, allowing your team to follow up promptly and maintain excellent customer service.

Get alerts with caller's number, time of call, and number dialled.
Send alerts to an individual or a group distribution list.
Ensure 100% lead capture and follow-up.

Advanced

For technical teams requiring granular control over call identity and SIP protocol interoperability.

Brand Identity

Outbound CLI Presentation

Control the phone number (CLI) that's displayed on outbound calls. Present your main office number, a department-specific number, or a local number to increase answer rates and maintain brand consistency.

Set a default CLI for your account or trunk.
Allow users to select from a list of approved numbers.
Ensure compliance with regulations on CLI presentation.

Interoperability

Custom SIP Header Manipulation

Achieve seamless integration with any PBX or carrier. Add, remove, or modify SIP headers on inbound or outbound calls to ensure full compatibility and pass custom data between your systems.