One system for every call, text, meeting and message.

Calling

Extensions

• Extensions of 3 to 8 digits, with the length chosen per company
• Change the extension length later, with a renumbering preview before anything moves
• Rename or renumber any extension from the extensions list
• Public service numbers like 911, 933, 711 and 411 can never become extensions
• Full seats with apps and texting, or light seats for a desk phone only
• Every phone and app signed in to an extension rings together
• Ring time set per extension, anywhere from 1 second to 10 minutes
• New extensions start with a 12-second ring time
• New extensions get a spoken voicemail greeting automatically
• Turn voicemail off for an extension that should never take messages
• Callers are told politely when someone does not take voicemail
• A colleague's call that you decline, miss, or that reaches you on Do Not Disturb goes to your voicemail
• Pickup groups so teammates can answer each other's ringing calls
• Store a mobile number per extension for moving live calls to a cell phone
• See which phones are online right now, refreshed every 15 seconds
• A caller who dials a missing extension hears which number was not found

Making calls

• Choose each extension's outgoing number from your company's numbers
• Show the company name, the person's name, or a custom name
• Hide caller ID for an extension permanently, or per call with *67
• Every caller ID is checked against numbers you actually own
• Use an outside number you own as your caller ID once it is verified with the carrier
• Call customers back from the number they originally dialed
• Callback caller ID looks back 60 days of inbound calls
• Calling back from the call log places the call from your own extension
• Click to call from the portal: your phone rings first, then it dials the contact
• Set a specific outgoing number per contact on the contact card
• Named caller ID profiles for teams that call as different brands
• Calls to other companies on the platform stay on our network
• Incoming calls labeled Internal, Direct or International
• Service numbers like 711, 811 and 988 always go through, with or without a 9 first
• A misdialed extension is explained aloud, not a busy tone
• International calling switched on or off per company
• International rates shown by tier in the portal
• Desk phones read the country and per-minute price aloud before an international call
• The caller presses 1 to accept the rate; silence or any other key cancels
• Turn off the spoken price for teams that call abroad every day
• The apps show the country and rate on screen before dialing
• International calls appear on the monthly statement as their own line, with the top countries, at the rate you were told when you dialed
• The billing page shows this month's international total so far
• Company dial-in calling (DISA): call in, enter the company PIN, and dial out as the company
• The company dial-in PIN is 6 to 10 digits, and easy PINs like 123456 are refused
• Dial-in calls show the company's main number
• Recent dial-in activity is listed on the Feature Codes page

Star codes

• *72 then a number forwards all calls; *72 alone forwards to voicemail
• *73 turns call forwarding off
• *78 and *79 turn Do Not Disturb on and off
• *98 checks your voicemail
• *91 and *92 mark a queue agent ready or away
• *67 hides caller ID for one call; *82 shows it for one call
• *69 calls back your last caller; *66 redials the last number you called
• *97 blocks the last caller, with undo in the portal
• *60 speaks the date and time in your company's time zone
• *75, a slot from 1 to 9, then a number programs a speed dial
• *1 through *9 dial your speed dials
• *8 answers the longest-ringing call in your pickup group
• ** then an extension answers that desk's ringing call
• *80 then an extension opens a two-way intercom to that desk
• *84 brings a live interpreter onto the call
• 701 to 720 retrieve parked calls
• 911 and 933 always work, with or without a 9 first
• Every code can be renumbered or switched off per company
• Codes that would clash with an extension number are refused
• Every star code confirms out loud what it did
• 911 can never be saved as a speed dial

Hold, transfer, park and conference

• Hold and resume from the desk phone or the apps
• A desk phone's Hold key plays your company's hold music to the caller
• Blind transfer to an extension, outside number or park spot
• The desk phone's own Transfer key works for blind and attended transfers
• Attended transfer: talk to the person first, then hand over or cancel
• The caller hears hold music while you check with a colleague
• If the transfer target does not answer, the caller comes back to you
• A caller who hangs up during a transfer is never left connected to a ringing phone
• Flip a live call to another device or your mobile without dropping it
• The other person hears nothing while a call is flipped
• Park calls on 20 spots, 701 to 720, private to your company
• A parked call nobody collects rings back the person who parked it
• A caller who hangs up while parked is cleared from the park spot straight away
• Intercom refuses a desk that is on a call or on Do Not Disturb
• Conference rooms with their own dial-in number
• Conference PIN with three tries, plus a separate moderator PIN
• Participant caps per room, with a "conference is full" message
• Callers hear the room name as they join
• Recorded conference rooms, with the file kept on the call record

Voicemail drops for sales teams

• Record a voicemail message once, then drop it with one tap when an outbound call reaches a machine
• The recording plays into their voicemail while you move on to the next call
• Shared drops for the whole team, or personal drops for one rep
• Desk phone users can drop a voicemail onto the call they are on from the portal

Every call explains itself

• A "What happened" panel on every call in the call log
• Step-by-step notes of where each call went and why
• Shows which phones rang, for how long, and who answered
• Notes when screening, blocks or caller timeout changed a call
• Notes which caller ID a forward used and why it might fail
• Notes when a greeting could not play or a message was discarded
• Notes which side hung up first on every connected call
• When one side hangs up, both sides of the call end, on every kind of call

Call routing

Where a call can go

• Ring an extension, including its desk phone and apps
• Send callers into a ring group or call queue
• Answer with a phone menu
• Hand the call to the AI receptionist
• Send callers straight to a personal or shared voicemail box
• Receive faxes on a number
• Forward to any outside phone number
• Send the call to your own on-site phone system over a SIP trunk
• Send the call to a meeting bridge
• Play a recorded message, then hang up
• Hang up without saying anything, answering first so carriers never report the line as broken
• Leave a number connected to nothing until it is needed
• The same destination choices on every call flow screen
• Forwarded callers can show the original caller's number, the dialed number, the original number with your company name, or one of your own numbers
• A warning explains when mobile carriers may refuse the original number
• An unanswered forward falls back to voicemail after 30 seconds
• Internet outage backup: forward calls when every phone on the account is offline
• Forwarding loops stop in voicemail instead of dead air
• A deleted destination sends callers to voicemail, never to silence
• An unrouted number plays a not-in-service message with a support number
• Distinctive ring pattern per phone number, including silent lamp-only
• HD voice per number when the other side supports it
• Missed-call text back, sent at most once a day per caller and never overnight

Phone menus

• Multi-level phone menus with submenus as deep as you need
• Menu keys of one to eight characters, including star and pound
• Department codes like 401 alongside single-digit choices
• Single-digit keys route the instant they are pressed
• The editor warns when a key will make callers pause briefly
• Callers can dial any extension directly during the menu
• Callers can press a key before the greeting finishes, or you can make the whole message play
• Callers can say their choice instead of pressing it, when enabled
• "One", "press one" and "option one" work with no setup
• Add up to 12 custom spoken words for each key
• The editor flags a spoken word assigned to two different keys
• Menu greeting read aloud from text, played from a recording, or generated by AI
• One-click AI greeting built from the menu's own options and names
• Choose the AI voice and speaking speed
• Set a menu's language, and its spoken options are written and voiced in that language
• A menu key can connect callers through a live interpreter, who joins when someone answers
• Optional transfer message played before the caller is connected
• Wait 2 to 30 seconds for a key press, and replay the menu 1 to 5 times
• Choose where callers go after no answer or an invalid key
• Invalid choices hear "Sorry, that isn't an option"
• A menu cannot be set to send callers back into itself
• A deleted menu sends callers to voicemail, never to silence

Business hours, holidays and company status

• Office hours per phone number, by day of week
• Hours use the account's time zone, not the browser's
• After-hours calls go to any destination you pick
• Company status switch in the portal header: Normal, Holiday, Emergency or Snow Day
• A banner across the portal shows when a special status is on
• Company status overrides office hours and normal routing
• Holiday calendar of named days the office is closed
• Add this year's US federal holidays in one click
• Automatic switch to Holiday on each listed day, and back afterward
• A manual status change on a holiday stands for that day
• Emergency and Snow Day always stay a manual choice
• A damaged schedule keeps the line ringing rather than closing it

Personal call rules

• Do Not Disturb sends calls straight to voicemail
• Forward all calls to an extension, outside number or voicemail
• Forward-all takes priority over Do Not Disturb and follow-me
• Follow me: ring your phones, then a colleague's extension or other numbers, step by step
• Pick the colleague's extension from a list, no numbers to remember
• Each follow-me step rings for anywhere from 1 second to 10 minutes
• After the last follow-me step, callers reach voicemail
• Personal office hours per extension, separate from company hours
• Presence forwarding for Away, At lunch, Business trip, Off work and Out of office
• Each status can ring as normal, go to voicemail, or go to another extension
• Caller rules for a specific number or a prefix like 214*
• Caller rules can always ring through, go to voicemail, or reject
• Caller rules are checked first and override hours and status
• Personal blocks send that caller to voicemail on your line only

Caller timeout for repeat callers

• Pauses a number that keeps calling the same person or group
• On for every company by default: the 5th call within 5 minutes starts a one-hour timeout
• Separate limits for extensions and for ring groups
• Set 2 to 50 calls within 1 to 120 minutes
• Timeouts last anywhere from 5 minutes to a full day
• Paused callers hear normal ringing, then reach voicemail
• Or play a polite message explaining the pause, then hang up
• Write your own timeout message, up to 400 characters
• The call log shows the timeout on the caller's latest call, with the reason and a live countdown
• Remove a timeout early with one button in the call log
• Exempt any phone number from caller timeout with one checkbox
• Hidden numbers never count toward a timeout
• Nothing is timed out for an hour after someone at the company dials 911

Voicemail

Greetings

• Personal voicemail on every extension
• Upload a greeting in any common audio format
• One-click AI greeting, or type your own words for the AI voice
• Choose the AI voice and speaking speed
• Record a greeting from your phone through the voicemail menu
• Go back to the standard greeting at any time
• Fill-in-the-blank greeting templates: company name, person, extension, direct number and email
• A company-wide greeting template, with per-extension overrides
• Preview what callers will hear before you save
• Hold music and ringing stop before your greeting plays, so callers hear it clearly
• Callers press pound, zero or star to cut the greeting short
• Optional "press 1 to speak with someone" before voicemail, ringing an extension or any number

Messages

• Messages record for up to three minutes
• Minimum message length per mailbox, from 0 to 30 seconds
• Messages under two seconds are discarded by default, and noted on the call
• Keep messages 1 to 365 days, or forever
• Every voicemail is transcribed
• A one-line AI summary of what the caller wants
• Silent or empty voicemails are labeled "No message was left"
• Email each voicemail with the summary, transcript and audio attached
• Send voicemail email to up to ten addresses
• Play, read, call back or text from the apps, the portal inbox and the dashboard
• Unheard voicemails are counted on the sidebar and app tabs
• A voicemail under a legal hold cannot be deleted, and every deletion is logged

Checking voicemail

• Dial *98 from your own phone to hear new messages first
• Press 7 to erase, 9 to save, pound for the next message
• Optionally hear when each message arrived
• Mailbox PIN of 4 to 8 digits, set in the portal next to the extension's other settings
• Check voicemail from anywhere: call your own number and press star during your greeting
• Outside access is off until you turn it on, and needs a PIN of 6 to 8 digits
• Easy PINs like 123456, repeated digits or the extension number are refused
• Repeated wrong PINs lock outside access for an hour
• Star only works during the greeting, never while a caller is leaving a message

Shared voicemail boxes

• Shared boxes for teams like Sales or Support
• Shared box greetings say the box name out loud
• Every member gets an email for each message, with the box named in the subject
• Send a shared box's messages to its own email addresses as well, with the transcript
• A new message lights the message light on every member's desk phone
• Members hear shared box messages on *98
• A message one member hears is marked heard for everyone, or each member keeps their own, set per box
• See unheard message counts for each shared box
• Point numbers, menu keys or queue overflow at a shared box
• Queue callers can press 0 to leave a message instead of waiting

Paging, intercom and bells

Overhead paging

• Paging groups, each with its own dial code
• Dial the group code and talk; member phones answer on speaker
• One-way pages mute every listener so only the person paging is heard
• Intercom paging groups allow two-way talk-back
• Add or remove group members and rename groups at any time
• Put a paging group on a desk phone key for one-touch paging
• Phones on a call or on Do Not Disturb are skipped
• Page everyone at once (All Call) from the portal
• Type a message in the portal and have it spoken over a group or the whole building
• Play a bell in front of a typed page to get attention
• Emergency pages break through Do Not Disturb and are logged
• *80 then an extension opens a two-way intercom to one desk
• Desk phones can auto-answer intercom calls after a set delay

Bells and scheduled announcements

• Schedule bells and announcements by time of day and day of week
• Shift-change bells, lunch bells, closing-time reminders and more
• Choose from built-in bells and chimes, or upload your own sounds
• Add spoken words after a bell, or play spoken words alone
• Send each bell to the whole building or one paging group
• Every sound is checked to belong to your account before it plays

Weather alerts

• A Weather page with the National Weather Service forecast for your building
• Use the company address, one of your buildings, or any spot you choose
• Severe weather warnings for that spot reach everyone: an alert on the apps' lock screen and a line on desk phones
• The most serious warnings, like a tornado warning, can be read aloud over a paging group you choose
• Choose how severe a warning must be before it raises an alert

Wake-up and reminder calls

• Schedule wake-up or reminder calls to an extension
• Useful for hotels, dormitories, shift workers and on-call staff

Call screening, spam and blocking

Call screening

• Screened callers state their name and reason before you decide whether to talk
• Your phone rings as soon as the caller starts speaking
• Their words appear on your app and browser phone as they speak
• A caller who says nothing goes to voicemail without ringing anyone
• Screening stops listening as soon as the caller finishes speaking, so nobody waits in silence
• Tap Accept to connect at once, or Voicemail; doing nothing also ends in voicemail
• Connecting waits until you have actually answered, so the caller never lands on a dead line
• Desk phones ring for screened calls too, and play the caller's own words from their first word
• On a desk phone, press 1 to accept or 2 for voicemail, then listen in and press 1 to pick up if you change your mind
• Callers hear your hold music while you decide
• Sending to voicemail keeps the screening transcript with the message
• Shows whether a screened caller is already in your contacts
• Screen everyone, only non-contacts, only hidden numbers, or nobody
• Per-person choices that override the company default
• AI screening rules: describe the calls you never want, or tick reasons like sales, debt collectors, surveys, recorded messages or likely scams
• With AI rules on, a caller who fails them goes to voicemail without your phone ringing
• The call log says which rule sent a caller to voicemail and why
• If the AI check is unsure or slow, your phone rings
• Screening schedules by day, hour and time zone
• Edit the question screened callers are asked, per person and for the company, with fill-in blanks like the company name
• A saved list of callers who always skip screening
• Set any contact to always be screened, never be screened, or go straight to voicemail
• Saved contacts ring straight through
• Contacts added through a website form or chat skip screening only when the network vouches for the caller's number
• New accounts with no contacts yet are not screened into silence
• Block a screened caller company-wide in one click from the call log

Caller verification for suspect calls

• Callers the network has flagged can be asked four questions before ringing
• They give their name, company, reason, and how they got your number
• Their answers show on screen when your phone rings
• A caller who answers all four is trusted at your company for 30 days
• If speech services are unavailable, the call rings with a spam warning instead

Spam handling

• Per-number spam handling: warn, screen, turn away, or ignore
• Spam means a failed identity check, not just an unknown caller
• Flagged calls ring with "Possible spam" at the start of the name
• From the call log: copy, add contact, block, or mark as spam
• Marking spam blocks company-wide; unmarking undoes it
• Numbers reported by several unrelated customers are reviewed by a person
• Every network-wide listing is decided by a person, with a written reason
• Numbers customers have called or saved are never proposed for listing
• Old reports stop counting, and listings ease off automatically over time
• Network-blocked callers hear where to send an appeal, without hearing the business they called
• An appeal pauses the block immediately

Blocking

• Block a number just for you or for the whole company
• Personal block lists stay private
• Blocks can expire after a set number of days
• Import and export block lists as spreadsheets
• *97 blocks the last caller from any phone
• Calls showing invalid or unassigned numbers are refused automatically
• Calls pretending to be one of your receive-only numbers are refused
• All blocks and filters step aside after someone dials 911, so a callback always rings through

AI features

AI receptionist

• Answers calls and holds a natural, two-way conversation
• Write the greeting callers hear first
• Give it plain instructions on how to behave
• List the facts it may state, like hours, address and prices
• Paste your website, FAQ or price list for it to answer from
• Answers only from what you gave it and never invents details
• Offers to take a message when it does not know the answer
• Transfers callers by name to people or departments, or to an outside number
• Takes a message rather than guessing at a name you did not list
• Messages are saved in the portal and emailed to you
• Every handled call is emailed with the full conversation
• Greets callers by name when they are already in your contacts
• Hears callers who start talking over the greeting
• Stays with the caller for the whole conversation, however long it runs
• Speaks 19 languages, including English, Spanish, French, German, Portuguese, Vietnamese and Mandarin
• Switches to the caller's language on its own as soon as it hears them
• Pick from eight professional voices, or use your own custom voice
• Hands off to a person after two, three or five confused replies
• Long conversations wrap up by taking a message for follow-up
• Hangs up on obvious robocalls, with a switch to turn that off
• Sends callers to voicemail, never dead air, if AI is ever unavailable
• Unknown callers are rate limited so nobody can run up your bill; saved contacts never are
• Try it by typing, using your real settings, with no real actions taken
• Point any phone number, menu key or after-hours route at a receptionist

Appointment booking and texting

• Books appointments while the caller is still on the line
• Offers only times that are actually free
• Set what is booked, how long it takes, and the gap after
• Set the soonest a caller may book and how far ahead
• Cap how many appointments it books per day
• Finds another time if a slot is taken mid-call
• Sends an appointment email the moment a booking is made
• See booked appointments and the next open times in the portal
• With the built-in CRM on, its bookings land on the Appointments page and get the same confirmation and reminder texts
• Can text callers an address, link or confirmation from the number you choose
• By default, only texts callers whose number the carrier verified, at most three texts a day

Live interpreter

• Dial *84 for a live phone interpreter
• Or tap Translate on a call in the apps, or press a Translate key on a desk phone
• Use it on speakerphone between two people in the same room
• Or conference it into a call already in progress
• Says it has joined, so both people know, then translates each side for the other
• Works out both languages itself, with nothing to set up
• Waits for a natural pause before translating
• Never speaks except to translate, and never translates its own voice
• Sessions run for up to two hours

AI across the system

• Voicemails arrive with a transcript and a one-line summary
• Call summaries in the call history
• AI-generated menu, queue and voicemail greetings in a choice of voices
• Translate any text message with a long-press, keeping the original visible
• Ask the help center a question and get numbered steps with cited articles
• AI settings show this month's AI use, against any monthly limit on your account
• Partners' customers see the partner's brand name on AI features

Connect your own AI assistant

• Connect Claude, Gemini, ChatGPT or any Model Context Protocol assistant
• One connection address on your own portal domain
• Choose which areas of your account an assistant can reach, or hand-pick its tools
• Set how far it acts alone: read only, low-risk actions, or approved high-risk actions
• High-risk actions wait for a person to approve by push notification, team chat or email
• Approve or deny waiting actions from the portal; unanswered requests expire after an hour
• An assistant can never outrank the person who connected it
• Every assistant action is logged under the assistant's name
• Assistants can read calls, voicemails, texts, contacts and tickets
• Assistants can check live calls, parked calls, the wallboard and today's dashboard
• Assistants can reply to and schedule texts, create tickets and meetings, transfer live calls and block numbers
• Company status changes and bulk texts always need a person's approval
• Opt-outs and permissions apply to assistants just as they do to people

Mobile, desktop and browser apps

Signing in

• Sign in with your work email and password
• Or with a one-time code from your welcome email
• Scan the sign-in QR code with your phone's camera, or upload a picture of it
• Sign-in links in the welcome email open the Android app directly
• Continue with Google or Microsoft when turned on for your account
• Reset a forgotten password from the app's sign-in screen
• Opening the phone from the portal signs you in automatically
• Opening the app with no signal keeps you signed in
• Signing out ends the session on the server and stops a lost phone ringing for your calls

Dialing

• Full dial pad with letters under each number
• Hold zero for a plus sign on international numbers
• Paste a number and any surrounding words are removed
• Choose which company number the person you call will see, shown with its label
• A matching contact or extension appears while you type
• Save a dialed number to contacts with the plus button
• Speed dial buttons above the keypad
• Expensive international calls ask you to accept the per-minute price first
• Tap a phone link in any other Android app to call through Cannon VoIP

On a call

• Large caller name and photo, with the business line and extension the call came in on
• A call quality meter with a plain word and a score
• A plain warning when audio is dropping out or badly delayed
• Mute, hold and resume from large buttons
• Every new call starts unmuted
• In-call keypad for phone menus and PINs, showing the digits sent
• Transfer by choosing Ask first or Send straight over
• The transfer list shows each colleague's status, like On a call
• Tells you when a transfer fails and the caller is back with you
• Park a call in a slot anyone in the office can pick up
• Flip a live call to your desk phone or your mobile without dropping it
• Add a call puts the first on hold and opens the dialer
• Held calls stay pinned above the tabs; tap to resume
• A banner shows while a call is being recorded
• Pause and resume recording while a card number is read out
• Switch between earpiece, speaker and Bluetooth; long-press for any audio route
• A connected headset takes over the call audio automatically
• Audio reconnects on its own after a brief network drop
• Moving between Wi-Fi and cellular keeps the call connected
• If your connection drops, the other person hears "please hold" rather than silence
• If the app does not come back within 20 seconds, the call ends cleanly instead of leaving a silent line

Incoming calls and the inbox

• Full-screen incoming call with Answer and Decline, even on a locked phone
• Contact and company names show on incoming calls
• Your mobile app still rings when you also have the browser phone open
• Declining a call on one device leaves your other phones ringing
• One inbox for voicemail, missed calls, texts and faxes, with a count for each
• Calls turned away by screening get their own filter
• Full call history of incoming, outgoing and internal calls
• Search call history by name, number, transcript or summary
• See which queue or menu a missed call came through
• Read voicemail transcripts in the list, or play them with a progress bar
• Call back or text from any inbox item
• Build your voicemail greeting from your own words right in the app

Contacts and presence

• One directory of colleagues, company contacts and personal contacts
• Search by name, company, or the last few digits of a number
• Filter colleagues by department or building
• Colleagues show live status like At lunch or On a call, or Offline
• Personal contacts only you can see
• Choose which of your numbers a contact always sees
• Copy your phone's contacts or your Google contacts into your personal list
• Contacts you save in the mobile app reach your desk phone's directory and stay current
• Upload a profile photo, resized and stripped of location data
• Seven statuses including Away, At lunch and Do Not Disturb, changed from the top of every screen
• Personal speed dials on *1 to *9

Android app

• Rings on a locked phone, even when the app is closed or swiped away
• Works with Android's own calling system for audio and system controls
• Checks battery settings and fixes them with one tap
• Warns if Android could pause the app after months unused
• Shows microphone, notification and Bluetooth permissions at a glance
• The back button never exits or hangs up a live call
• Choose Wi-Fi or cellular as your preferred network for calls
• On weak Wi-Fi, moves a call to cellular before it breaks up, and back only once
• Text size choices of Default, Large and Extra large
• Follows your phone's light or dark mode
• Parked calls show above the tabs; tap to pick up
• Tap the logo for help: your support code, live help and who to call
• Contact support from the app by calling the support number, or dial 611
• Live Help shares your screen with support using a spoken code; your helper can point but never press

Windows desktop app and browser phone

• A browser phone that runs in a tab with nothing to install
• A Windows desktop app with the full portal and the phone together
• Closing the window keeps the phone running in the system tray
• Starts with Windows by default, and turning that off sticks
• Windows notifications for incoming calls, missed calls, voicemail and texts
• The browser phone rings, flashes the tab title and shows a notification you can click to answer
• A side panel shows caller details and recent contact history during a call
• Updates are signature-checked before they install
• Three-column layout with navigation, a list and call details
• Supervisors can listen, whisper or barge from the app
• Light and dark themes, remembered
• A USB headset unplugged mid-call hands over to another microphone
• Check your network connection before you even sign in

Desk phones

Supported phones

• Certified Cannon VoIP phones: VoIP-6 and VoIP-12 desk phones, the VoIP-1 phone and the VoIP-ATA-1 analog adapter
• Fanvil: X6U-V2, X210-V2, W610W, GA10, X5U, X7 and V65
• Yealink: T31P, T33G, T43U, T46U, T54W, T57W and the W73P cordless phone
• Grandstream: GRP2601, GRP2604, GRP2614, GXP2170, and the HT801 and HT802 adapters
• Snom: D713, D735 and D785
• Cisco MPP: 6841, 7841, 8841 and the ATA 191 adapter
• Poly VVX: 150, 250, 350 and 450
• Other models can be added with a configuration template
• Fax machines and analog phones connect through an on-site adapter
• Light seats for people who only need a desk phone

Setup with no typing

• Enroll a phone with its extension, model and MAC address, or assign the extension later
• Zero-touch setup: factory-fresh Fanvil, Yealink and Grandstream phones find the platform on first boot
• Snom, Cisco and Poly phones set up with a one-time link
• Each phone gets its own private provisioning link that works for that phone only
• MAC addresses accepted with colons, dashes or no separators
• Suggests the closest model name when one is mistyped
• Status badges for provisioned, waiting for first boot and online or offline
• Move a phone to a different extension without enrolling it again
• Phones only re-apply settings when something actually changed
• Download MAC lists as a spreadsheet
• Re-arm a phone after a factory reset or hardware swap
• Removing a phone resets it and stops it registering
• Rotate a phone's SIP password with one button; it picks up the new one on its next check-in

Company directory and keys

• The company directory downloads into every phone's phonebook
• The phonebook includes every extension, shared company contacts and the owner's personal contacts, including those saved in the mobile app
• Busy lamp keys light up when a colleague's phone is ringing, in use or on Do Not Disturb
• Press a busy lamp key to call that colleague or pick up their ringing call
• Speed dial keys for any extension or outside number
• Paging keys for one-touch paging to a group
• Up to twenty keys per extension, with custom labels
• Keys run from the side keys onto the bottom row, in order, and the editor shows where each lands
• Hide unused side keys so the phone shows only the keys you set
• Reorder keys with up and down arrows
• Keys belong to the person and follow them to any phone
• Keys pointing at a deleted extension are removed automatically
• The phone's own Transfer, Hold and Conference keys work as you would expect

Over ninety settings, set once or per phone

• Set defaults per phone model for all your phones, then override for one phone
• Each field shows whether it is set here or inherited, and from where
• Settings a brand does not support are clearly labeled
• Upload a boot logo and background image per phone model
• Upload a second background that VoIP-6 phones show when side keys are set
• Screensaver, clock, date and idle screen options
• Show or hide missed call, text, voicemail and Do Not Disturb icons
• Message waiting light and stutter dial tone for new voicemail
• Screen brightness and power saving
• Phone menu language: English, Spanish, French, German, Portuguese or Italian
• Ring tones and separate ring, handset, headset and speaker volumes
• Headset answer mode, key beep, and speaker or mute key lockout
• Call waiting controls
• Auto-answer with a delay, for intercoms and door stations
• Hotline phones that dial a set number when the handset lifts
• Emergency numbers stay dialable while the keypad is locked
• HD codec order including G.722 wideband
• Phone clock follows the account time zone, with 12 or 24-hour display
• DHCP or fixed IP, VLAN, PC port and traffic priority settings
• Wi-Fi network settings on phones that have Wi-Fi
• Keypad lock and settings menu code
• Every phone gets its own random web admin password
• Advanced configuration lines for anything not covered by a named setting

Diagnostics and remote control

• One-click Diagnose screen with a one-line verdict on what is wrong
• Checks in order: extension, configuration, registration and setup, each with a plain next step
• See when the phone last collected its settings, and whether it is registered
• See the phone's model, firmware, local IP and public IP
• Reprovision now: tell a phone to re-read its settings immediately
• Reboot a phone remotely, with a warning that calls will drop
• Upload firmware per phone model
• Adjustable check-in interval, from three minutes to one week

Hot desking

• Make any certified desk phone ring as your extension for the day
• The phone returns to its owner automatically when the claim ends
• Give it back early with one button
• Your keys and speed dials follow you to the borrowed phone

Managed office routers

• Plug-and-play office routers set up for voice and managed for you by our team
• Office Wi-Fi name and password set centrally
• Only approved devices can connect
• Routers switch off settings known to break phone calls, automatically
• Our team watches each router and can reboot it remotely

Business texting and branded messages

Texting from the apps

• Text customers from your business numbers in the apps and the portal
• On the Android app, texting looks and works like your phone's own messages app
• Texting appears in the apps once it is switched on and approved by the carriers
• Start a new text and pick the number it comes from
• Conversations show unread dots, contact names and the last message
• Opted-out conversations are marked and sending is blocked
• Ready-made templates, like appointment confirmation and balance due
• Schedule a text for in an hour, tomorrow, Monday morning, or an exact date and time
• Scheduled texts show in the thread with Edit, Send now and Cancel
• A scheduled text is dropped if the person opts out first
• Send pictures, resized automatically to fit carrier limits
• Pictures you receive are kept in your account, so they never vanish when a carrier link expires
• A character counter warns when one symbol makes a text cost more, and names the symbol
• Sent, delivered and failed status on each text
• Shows which teammate sent each outgoing text
• Long-press a message to translate it, with the original still visible
• Reply quoting an earlier message, forward a message, or share a contact
• Add a texter to your contacts from their message

Shared text inbox

• A shared text inbox the whole front desk works from
• A separate tab for each texting number
• Search conversations by name, number or message text
• Filter by All, Unread or Scheduled, with counts
• Opening a conversation clears it as unread for everyone
• Call a texter from the conversation in one click
• Choose who is notified when a text reaches each number
• Missed-call text back, set per number, up to 320 characters, at most once a day per caller

Bulk texting

• Send one message to a list from a company number
• Paste recipients one per line, with optional names
• Duplicates and invalid numbers are dropped automatically
• Campaigns start as drafts so you can review the count
• Start, pause, resume, cancel or delete a campaign
• Live progress shows sent, opted out, queued and skipped
• Sends in paced batches to stay within carrier limits
• Record the date your list agreed to hear from you

Compliance built in

• STOP, UNSUBSCRIBE or QUIT opt people out of every number your business texts from; START or UNSTOP opts them back in
• HELP replies get an automatic answer
• Opt-outs are checked before every single text is sent
• Register your business brand and texting campaign (10DLC) from the portal
• See brand and campaign approval status and refresh it any time
• Your numbers join the approved campaign automatically
• Every text from a local number, including missed-call text back and receptionist texts, waits for that approval, so nothing goes out that carriers would block

Branded Calling + RCS

• One add-on for both: your business name and logo on calls you make, and branded business texting
• Branded calls show your name, the reason for the call and your logo on supported phones
• Branded texts (RCS) arrive with your business name, logo and colour at the top
• Tappable buttons and read receipts on phones that support them
• Phones that cannot show RCS get a normal text message, automatically
• Guided setup in three steps: your brand, your messaging agent and launch
• Each step lists exactly what it is still missing, and saves as you go
• Add test phones to try your branded texts before launch
• Messages are included, with no per-message charges
• Plain texting keeps working the whole time your branded messaging is being verified

Cloud fax

Cloud fax

• Send a fax from the portal: PDFs, pictures and scans, or Word, Excel and PowerPoint files
• Put several files in one fax, in the order you choose
• Send one fax to up to 20 numbers at once
• Add a cover sheet with the recipient's name, a subject and a note
• Send a fax later, and cancel one that has not gone out yet
• Email a document to send it as a fax, from addresses or domains you allow
• Optional sender check for email-to-fax: only mail that genuinely comes from the sender's domain is faxed
• The Fax settings show the last 10 email-to-fax attempts and whether each would have been refused
• A refused email-to-fax is answered with the reason
• Received faxes land in the same inbox as voicemail and texts
• Choose who each fax line emails received faxes to, with the PDF attached
• Secure delivery: received faxes are emailed as a sign-in link instead of an attachment
• Set each line's fax quality and the header name the receiving machine prints
• People who fax by email are told whether it was delivered or failed
• Open any fax as a PDF in one click
• History of sent and received faxes with page counts, search and filters
• Plain-English reasons when a fax fails
• A received fax with no readable document is tried again, then marked failed with the reason
• Faxes are kept for a year, or seven years if you choose, and legal holds keep them longer
• A monthly fax allowance with a usage meter, and faxing never stops at the limit
• Point any number at fax, or keep a fax machine through an on-site adapter
• Fax webhooks and a fax API for your own systems

Meetings, calendar and chat

Video meetings

• Guests join from a browser or the app with no account
• Join by pasting a meeting link or typing the code
• Optional passcode on any meeting
• Waiting room where hosts admit or turn away each guest
• A permanent room link for your business that never changes
• Copy, email or text your room link
• Schedule a meeting with a title, start time and length
• Email invites include the join link and dial-in details
• One-click add to Google Calendar, Outlook, or a calendar file
• Dial in from any phone with a number and a 7-digit PIN
• Phone guests enter the meeting passcode and wait in the waiting room like everyone else
• Test your camera and microphone, with a level meter, before joining
• Join with audio only when there is no camera
• Share your screen, including its sound, and draw on it for everyone to see
• Blur your background in Chrome and Edge
• Switch microphone, camera and speaker during the meeting
• Pin anyone to the main view
• Record meetings, with a recording banner for everyone
• Play past recordings from the portal
• Hosts can mute or remove participants
• Meeting links open straight in the Android and Windows apps
• On a phone, a large speaker view with a strip of faces

Conference bridges

• Conference rooms anyone can dial into, with an optional PIN and moderator PIN
• Participant caps and recorded rooms

Calendar

• Built-in calendar with month view and agenda in the portal
• Calendar tab in the Android app
• Add events with location and notes, visible to you or everyone
• Add a video meeting with a Join button to any new event
• Appointments show on the calendar
• Google Calendar events join your meetings agenda
• Subscribe from Google Calendar, Outlook or Apple with a private link you can replace

Team chat

• Team channels and direct messages with coworkers
• Private channels only their members can see
• Channel roles: Admin, Member or View only
• Pick members when you create a channel, and add people later
• Reply to a message, react to it, and see who has read it, with typing dots while someone writes
• Attach files in the portal, and pictures from the Android app
• Write a message now and send it later
• New messages appear live, without refreshing
• Leave a channel, or remove your own messages
• Every channel has its own link you can share with a colleague
• Team chat on the Android app, with the same replies, reactions, read receipts and send later
• On a phone-sized browser, chat shows one pane at a time
• Team chat and texts share one Messaging tab in the portal and app

Website chat

• Add a chat bubble to your website with one line of code
• Works with Wix, WordPress, Squarespace or plain HTML
• Set the greeting visitors see first
• Pick which staff members answer website chats
• Choose the bubble's colour, title, size, corner shape and side, with a live preview
• See which page each visitor was on
• Reply from the portal or the Android app
• Visitors keep their conversation as they move between pages
• Website chats link to the visitor's record in the built-in CRM
• Rotate the website key to switch off old copies

Ring groups, queues and the contact center

Ring groups and call queues

• Ring groups and call queues in one simple editor
• Choose who answers and set their order with up and down arrows
• Ring each person in order, or spread calls evenly to whoever has been idle longest
• Ring each person from 1 second to 10 minutes
• Callers wait from 1 to 120 minutes before overflow
• Send callers who waited too long to any destination, or to voicemail by default
• Cap how many callers can wait, from 1 to 200; the next caller goes straight to overflow
• Night mode: a queue can keep its own days, hours and closed destination
• Choose what waiting callers hear: hold music, ringing, or silence
• A quiet mode with no spoken messages, where callers hear only the waiting sound
• An entrance greeting played once, before the hold music starts
• Greetings can be typed text, an uploaded recording, or an AI voice that names the queue
• A group's or queue's spoken lines can be in another language
• Hold music per queue, or the company default
• Company hold music: a default track, one chosen track, or random from your uploads
• Hold music loops smoothly with a crossfade at the join
• Tell callers their place in line every 15 to 300 seconds, or switch announcements off
• Callers at the front hear "You're next in line"
• Callers can press 0 to leave a message instead of waiting, and are told so
• Offer a callback: callers press 3 and the team calls them back
• Repeat callers are offered first to the agent they spoke to last time
• A breather between calls for each agent, from 0 to 120 seconds
• An answer-time target per queue that feeds the wallboard's service level
• Choose whether every phone that rang keeps the call in its recent calls, or only the phone that answered
• Agents on Do Not Disturb are skipped automatically
• An agent who lets a call ring out is marked away
• *91 and *92 sign an agent in and out
• The ringing phone shows the queue name and the caller's number
• The person answering hears "Call from the Sales queue" before connecting
• A caller who hangs up while waiting leaves the queue immediately, and agents' phones stop ringing
• A queue cannot be deleted while a phone number still uses it

Wallboard and supervision

• A wallboard for a wall screen, refreshing every five seconds
• Each queue shows callers waiting and the longest wait
• Each queue shows today's answered, abandoned and service level
• See every agent as available, busy, wrap-up, away or offline
• Supervisors can listen, whisper or barge into live calls
• Transfer, park or end a live call from the wallboard
• Supervisor actions are logged with the person's name

Outbound campaigns and power dialer

• A power dialer for outbound campaigns, pacing calls to the agents who are free
• Paste leads one per line, with names; every skipped lead is reported with the reason
• Calls only go out between 8am and 9pm in the lead's own local time, and no setting can widen that
• A campaign with a missing or invalid calling window stops instead of dialing
• Opt-outs are permanent and checked both at import and at dial time
• Attempt caps and spacing between attempts
• Every call shows one of your real numbers
• The dialer never launches more calls than your available agents can take
• A campaign that abandons too many answered calls pauses itself

Post-call surveys

• Build short surveys with yes/no or 1 to 5 questions
• Callers answer on their keypad after the call
• See results per question, as percentages and averages

After-call AI

• Recorded calls are transcribed with each speaker's voice separated
• A short summary of every recorded call
• Search calls by what was said
• Optional coaching reviews: five scores and up to three notes per call
• Coaching themes roll up per person on Analytics, framed as coaching, not a league table

Reports and analytics

• Reports for calls by day, by extension, by department, by building and by outcome, plus a daily texting summary
• Run any report over any date range and download it as a spreadsheet or a PDF
• Email reports daily, weekly or monthly to several recipients
• Pause, resume or delete a scheduled report
• Analytics over the last 7, 14, 30 or 90 days
• Total calls, answer rate, spam stopped and talk minutes at a glance
• Average call quality score for the period
• See where inbound calls end up: answered, voicemail, missed or screened
• Answer rate per phone number, flagged when below 70 percent
• Calls by hour of day, with missed calls showing staffing gaps

Dashboard

• A personal greeting with today's date and calls answered so far
• Live count of calls in progress
• Service health for voice, texting, fax and screening
• Answered, missed, answer time and screened-out tiles with trends
• What you missed: voicemails, missed calls, texts and faxes, playable in place
• Quick actions to start a meeting, send a text or send a fax
• Who's on, with presence such as lunch, away or on a call

Live answering service

• Real people answer your lines in your company's name
• Separate lines for main, sales, support or one person
• Set the exact greeting agents use
• Question sets for trades, medical, legal, property, auto, salons, restaurants and professional services
• Medical questions stick to scheduling and routing, never symptoms
• See exactly what agents will ask before going live
• Allow or refuse live transfers to your team
• Messages to several email addresses at once, tagged by call type
• Spam, wrong numbers and hang-ups are logged but not emailed
• Track each line's setup status, from submitted to live

Phone numbers, 911 and caller trust

Phone numbers

• Search by area code, city, state or rate center
• Local, toll-free, national and mobile numbers
• Match numbers that start with, contain or end with chosen digits
• Filter for numbers that can text, send pictures or fax
• Show only numbers ready for same-day activation
• Buy up to ten numbers at once
• New numbers join your approved texting campaign automatically
• Each number card says in plain words who it rings
• Business hours and an after-hours destination per number, in its own time zone
• Nickname each number for your team; the nickname shows wherever a number is picked or listed
• Distinctive ring, HD voice and call recording settings per number
• Mark a number receive-only so nobody can call out as it
• Toll-free numbers turn away calls from outside the US unless you allow them, number by number
• Release a number with a two-step confirmation, with a warning before releasing your only number

Bringing numbers with you

• Port numbers in from your current US carrier
• The order is checked for missing details, duplicates and invalid numbers before you sign
• Asks for the service address, not the billing address
• Your old account PIN is saved but never shown again
• Sign the letter of authorization by typing your name
• Refresh the order's status from the carrier any time
• Confirmed port date and rejection reasons shown on the order
• Reopen a rejected order, fix it and resubmit
• Download an info sheet with everything a new carrier asks for
• Keep a port-out PIN on each number, with a log of every port-out attempt

911

• 911 dials straight out with no prefix, and 9-911 still works out of habit
• A 911 caller hears ringing at once, and the call goes out even when the system is busy
• If a 911 call cannot be placed, it is tried again, and then the caller is told to hang up and redial
• 911 gets past Do Not Disturb, calling restrictions and billing holds, and works on suspended accounts
• Each 911 call presents the extension's own number, or the company's main line when it has none
• Register a 911 address on each number, checked with 911 systems before registering
• The address form pre-fills from your service address, and suggestions are never forced
• A warning banner for numbers without a 911 address
• The Numbers screen shows each 911 address and whether the carrier has it ready
• Each building can be a 911 site with its own address, and desk phones send their building's address
• Give an extension its own 911 number for another site
• 911 calls from the mobile app send the phone's location, or the account address when there is no location fix
• The apps show the address and callback number a 911 call would send right now
• Choose who is alerted when anyone dials 911, including outside contacts like an alarm company
• Alerts by portal notice, email, text and a phone call that reads the alert aloud
• An instant alert, then a follow-up with how long the call lasted and whether dispatch answered
• Alerts fall back to account admins, never to nobody
• Dial 933 to test 911, showing the callback number and address dispatch would see
• For 30 minutes after a 911 call, no incoming call is filtered or blocked, so dispatch can always call back
• 911, 933, 988, 711 and the other service codes can never be used as extension numbers
• 711 relay, 811 and 988 always go through from any phone, with or without a 9 first
• 211, 311 and 511 go through where your area and carrier offer them, and callers are told in words when they do not
• 611 rings your provider's support line
• 411 directory assistance is not offered; callers hear a short message and are not charged

Caller ID you can trust

• Outbound calls are signed with STIR/SHAKEN caller authentication
• The highest trust rating only when the number truly belongs to the caller
• Incoming call signatures are checked, and a failed check never drops a call
• Caller name lookup on every voice number
• Your company contacts name incoming callers; personal contacts never appear on a colleague's screen
• City and state shown for incoming callers
• Internal and Direct tags for calls from colleagues and our network, which cannot be faked
• International tag on overseas calls
• Colleague photos and your logo pop up on internal calls, never shown to other companies
• Verified branded callers show their name, reason and logo

Administration, security and reliability

A portal that explains itself

• A "?" beside settings explains, in one sentence, what each one does
• Plain-English error messages that say what to fix
• A help menu at the top left with your support code, live help and who to call
• Command-K search across people, contacts and recent calls
• Dark mode that follows your device, or your own choice
• A collapsible sidebar that remembers how you left it
• Sidebar badges count today's missed calls and unheard voicemails
• An updates panel with unread count and mark-all-read
• The portal works on a phone: a menu drawer, tables shown as cards, and full-screen panels
• Every call, voicemail, chat channel, CRM person, deal and ticket has its own link
• Links in emails and notifications open the exact item they are about
• Deleting something important asks you to confirm first
• A screen that cannot load says so, with a Retry button, instead of looking empty

Team and roles

• Invite someone with a name, an email and a role
• Invite links work once and expire after 72 hours, with a backup link shown on screen
• Resend an invite with a fresh link
• Bulk invite up to 200 people from pasted spreadsheet rows, creating or assigning extensions
• Export the team list in the same format the import accepts
• The team list shows each person's extension, role, phone status and availability
• Edit a person's name, sign-in email, role and extension in one panel
• Tag each person's extension with a department and a building, then filter the team list, call log and reports by them
• Send a phone app invite with a QR code and a one-time sign-in code
• Disable sign-in to offboard someone while keeping their history; it signs them out everywhere
• Delete a team member; their extension, number and voicemail stay for the next person, and past calls keep their name
• Download a person's calls, messages and settings as a ZIP file before they go
• Two built-in roles, User and Admin, plus custom roles like Front desk or Billing clerk
• Build a custom role by ticking permissions grouped by area
• Allow or deny one extra permission for a single person
• You can only grant permissions you hold yourself
• The last admin on an account cannot be demoted, disabled or deleted
• Nobody can disable or delete their own sign-in

Company settings

• Company time zone, suggested from your address and never applied silently
• Company call recording: all calls, inbound only, outbound only, or none
• Override recording per number or per extension, where "off" on an extension always wins
• The "this call may be recorded" notice follows state consent laws automatically
• Recording retention from 1 day to 10 years, with separate periods for meetings
• Legal holds keep recordings, voicemails and faxes past any retention period, explained in plain words
• A company dial-in PIN for calling out as the company from any phone

HIPAA mode

• One switch turns on every protection at once, with a switch for each protection underneath
• Turning it on records that you have a signed Business Associate Agreement, with who confirmed it and when
• No patient details in notifications: emails, alerts, and chat and text notifications on a locked phone only say something new arrived
• Webhooks, workflow webhooks and notes sent to an outside CRM leave out transcripts, summaries, recording links, message text, picture links and fax documents
• Optionally switch off AI processing: transcripts, summaries, the AI receptionist, screening transcription and translation
• A shorter keep time for recordings and voicemail, 90 days unless you pick another number
• Clean-up also removes transcripts, call summaries, AI reviews and receptionist conversations, while legal holds still apply
• An access log records who opened or played each recording, voicemail, fax, transcript or summary
• Two-step sign-in for everyone, and the portal signs people out after 15 minutes without use

Sign-in security

• Strong password rules everywhere a password is set
• Single-use reset links that expire, and never reveal whether an email has an account
• Changing your password signs out your other devices
• Changing someone's sign-in email signs them out everywhere and tells the old address
• Repeated wrong passwords lock the account, with an email explaining how to get back in
• An email when a new device signs in, with its approximate location
• Two-factor sign-in with an authenticator app or emailed codes
• Admins can require two-factor for everyone without locking anyone out
• Continue with Google or Microsoft, for existing active users only
• Two-step sign-in still applies after you continue with Google or Microsoft
• See everywhere you are signed in and sign out everywhere else with one button
• Lock sign-in to your office networks with an IP allow-list, with a warning before you lock yourself out
• A rotating six-digit support code proves who you are when you call support
• A read-only demo account for prospects

Protection against fraud

• International calling can be switched off, and the costliest destinations stay blocked until agreed
• Caribbean numbers that use +1 are treated as international
• Transfers and call flips to outside numbers follow the same international and suspension rules as a dialed call
• International spending is watched around the clock
• Unusual dial-in calling is flagged as a possible leaked PIN
• Password-guessing and scanning at the network edge are blocked automatically
• Offices that sign in successfully are never blocked by mistake
• Saved credentials and two-factor secrets are encrypted at rest
• Recordings open through short-lived private links
• A suspended account cannot call out, but 911 always works

Call quality and audio

• Every call gets a quality score (MOS), with jitter, packet loss and latency saved
• Desk phone calls are scored too, and the worse side of the call sets the score
• Calls with no measured audio show blank, never a false perfect score
• HD voice first (Opus and G.722), with G.711 for older equipment
• Call audio is relayed through our servers rather than sent directly between phones
• Apps behind strict firewalls connect through an encrypted media relay
• A built-in network check in every app, even before signing in
• The network check measures latency, jitter and packet loss, and detects double NAT
• App calls are encrypted in transit, both signaling and audio

Reliability and your data

• The full database is backed up every minute, stored off-site
• Backups are checked for completeness, and restores are practiced before they are needed
• Recordings, voicemails and faxes go to durable cloud storage as they are created
• Updates let live calls finish before a server restarts
• The portal and sign-in run as more than one copy, so one failing does not take them down
• Apps remember backup server addresses in case DNS fails
• Around-the-clock monitoring of every server and service
• A public status page that does not depend on the portal app, with a machine-readable feed
• Download everything in your account as a single file at any time, from a plain Your Data page
• Every settings change is logged with who, when, before and after
• Close your account yourself with emailed confirmation, after being offered an export

Help and support

• A built-in help center with articles grouped by topic
• Ask a question and get an answer with cited articles
• Support tickets with response targets by priority, from one hour for urgent issues
• Dial 611 from any phone on your account to reach support
• Live help lets support see your portal screen; helpers can point but never click, and password fields are masked
• Only one helper can join your screen at a time, and every session is logged
• Unexpected errors show a short reference code, not technical details

Getting started and moving from another system

Guided setup

• Guided setup takes a new account from a company name to a ringing phone
• Seven steps: company, services, import, people, numbers, answering and phones
• Every step saves as you go, so stopping halfway loses nothing
• Service address entry offers suggestions as you type
• Create extensions and invite administrators in the same step
• Add extensions ten rows at a time, remove rows you do not need, and invite each person with a role
• Point the main number at a person with weekday opening hours in one step
• A dashboard checklist tracks team, greeting, after-hours, mobile app and 911
• Each unfinished checklist item links to the screen that fixes it
• New accounts confirm their team and 911 addresses before anything else, and only the people who can do that are asked

Imports from other phone systems

• 3CX: live import from version 18 update 7 or version 20, or older systems from a backup file
• FreePBX, PBXact and Issabel from a backup
• RingCentral live, using app credentials
• PortSIP by signing in and choosing a tenant
• Grandstream UCM, Yeastar S-Series and P-Series, and 8x8 from their exports
• Any other system from a spreadsheet of extensions, names and emails
• Paste an export or upload the file
• A migration kit template that can describe a whole phone system, with a field guide
• Hand the kit to an AI assistant to fill in from old exports
• The kit carries groups, queues, menus, hours, contacts, block lists and desk phones
• Review a plan with counts before anything is applied
• An import report lists anything that could not be carried across
• Imported people are invited and set their own passwords
• Every imported extension gets fresh phone credentials
• Menu wording from 3CX, PortSIP, RingCentral and spreadsheets needs no re-recording
• Choose whether phone numbers come across with an import, and give them back in one step
• Your old system keeps taking calls until your numbers port

Universal import

• Works with any phone system you can read settings from
• Type or paste people, emails, desk phone models and MAC addresses
• Desk phone models are recognized from short names like T46U or VVX 450, and never guessed
• Mark whether each number reaches a menu, a group or one person
• Imported groups keep the company's hold music

Recovering your old menus and greetings

• Optional discovery calls ring your old system and record what its menus say
• Explores two menu levels deep, with a cap on calls per number
• Shows each old menu prompt word for word
• Keep the old system's own recordings: spoken prompts and greetings come across as sound files
• Or have the same words re-spoken in a new professional voice
• Play any captured recording in the portal before you decide
• Music and silence are never kept as prompts
• Proposes each key's destination with the reason for the match; keys it cannot place are listed
• Nothing changes until you press Apply, and existing keys are never overwritten
• A voicemail mode recovers the wording of old greetings, one extension at a time
• A live progress chart shows numbers queued, calling, done and failed
• Discovery calls stay silent and hang up if a person answers
• Discovery needs a signed statement that you own the numbers
• Paced to a safe hourly rate, and can be stopped at any time

Built-in CRM

People, companies and deals

• People with an owner, tags, a lifecycle stage and the source they came from
• Companies, with their people and their deals
• Deals on pipelines you set up, moving through stages until won or lost
• Several pipelines, each with its own stages and win chances
• Stages can have a time limit, and deals that sit too long are flagged as stuck
• One timeline per person: notes, tasks, stage moves, calls, texts, emails, appointments, tickets and chats
• Calls and texts on the timeline are read from the call log and inbox, so the two never disagree
• Tasks with due dates, with lists of your own tasks and overdue ones
• Add your own fields: text, numbers, money, dates, dropdowns, checkboxes, links, emails and phone numbers
• Every record keeps a history of who changed what, and when
• Saved views keep the filtered lists you use every day
• Change many records at once, and export any list as a spreadsheet
• Choose what each rep sees: every record, only their own, or their own plus unassigned ones
• Find duplicate people and companies and merge them; the record you keep fills its blanks and loses nothing
• Import a spreadsheet straight into CRM fields, matching people by email or phone
• Imports do not start workflows unless you ask, so old leads never get a flood of welcome emails
• Six simple areas: Home, People, Pipeline, Outreach, Service and Reports, with setup behind a gear for managers

Website forms

• A form builder with questions for text, email, phone, numbers, dates, times, choices, ratings, addresses, consent and file uploads
• Multi-step forms, with questions and pages that show only when earlier answers call for them
• Headings, paragraphs and dividers to lay a form out, and a design to match your website
• Start from templates: contact us, call back request, consultation booking, newsletter sign-up, support request, job application or feedback
• Put a form on your website with one line of code, or share it as a hosted page
• Serve forms from your own subdomain, with its security certificate set up automatically
• Each answer finds the person by email or phone, or adds them as a new lead, with the page and campaign tags it came from
• A form can never overwrite a saved person's email or phone; new details are kept as "unverified, from a form"
• Optionally create a follow-up task, email the team, or text the person back when they gave consent
• Built-in spam protection: a hidden trap field, a minimum fill-in time and a cap per address
• See every submission and simple stats for each form

Automation

• Workflows that start when a form is answered, a deal moves, wins, loses or gets stuck, or an appointment is booked
• Or when a text or call comes in, a chosen keyword comes up on a recorded call, or an email is opened, clicked or replied to
• Or when a ticket is opened, solved or late, or when a person comes to match a filter, like "no activity for 14 days"
• Steps can set a field, tag, assign, make a task or deal, text or email the person, notify the team, call a webhook, wait, or stop if something is true
• Round robin assignment shares new leads evenly across a team
• Lead scoring adds points for a person's details and recent activity
• Waits of minutes, hours or days pick up exactly where they left off
• Workflows cannot set each other off in an endless loop
• Every workflow email carries an unsubscribe link
• See each workflow's runs, and stop one for a single person

Email and sequences

• Connect each person's own Gmail or Microsoft 365 mailbox; mail leaves from their real account and replies come back to their inbox
• Email templates, scheduled sends, and a reminder task if nobody replies
• Optional open and click tracking
• Mail with your contacts lands on their timeline, from Microsoft 365 mailboxes and from Gmail where mail reading is turned on
• Each person chooses whether all mail with contacts is logged or only mail sent from the CRM, and which addresses never are
• Sequences: a series of emails, texts, call tasks and other tasks spread over days
• Sequences stop on their own when the person texts back, books or unsubscribes, and when they reply to an email on a mailbox the CRM can read
• Every sequence email carries an unsubscribe link

Calling from the CRM

• Call lists a rep works one person at a time: call, note what happened, next
• The person's record is open while you dial, and the outcome lands on their timeline
• "Call back Tuesday" becomes a task
• Calls go out from your desk phone, the mobile app or the browser phone, with your normal caller ID and recording
• Drop a recorded voicemail onto the call you are on, including from a desk phone
• Call summaries appear on the person's timeline
• Keyword alerts: choose words to listen for on recorded calls and see on the timeline when they come up

Reports and dashboards

• A report builder that groups and counts people, deals and activity your way, including your own fields and tags
• Arrange saved reports on dashboards
• A sales forecast, a funnel showing how fast deals move, and where your leads come from
• A leaderboard and quotas for each rep
• Months, weeks and days follow your business's time zone
• Reports follow who may see what, so a rep never sees a deal they could not open
• A report too large to show in full says so instead of quietly undercounting

Service desk

• Tickets for your own customers, numbered and prioritized
• Response and resolution promises by ticket kind and priority, with late tickets flagged
• Reply by email from your own mailbox or by text, and the customer's answer lands back on the ticket
• Solving a ticket can send a one-question satisfaction survey by text or email
• Website chats link to the person's record
• Tickets appear on the person's timeline

Appointments and the booking page

• An Appointments page to book, move, confirm, finish, mark no-show or cancel
• Set your opening hours, appointment length and the texts that go out
• A confirmation text when an appointment is booked, and a reminder before it
• Customers reply C to confirm or R to ask for a new time
• Moving or cancelling withdraws the old reminder before the new text goes out
• Bookings made by the AI receptionist get the same texts
• A public booking page where your customers pick an open time themselves
• Text someone your booking link, or replace the link to switch off old copies
• A time slot can never be double booked, and the booking page is protected against floods of requests
• A setter tab for appointment setters: a queue of leads to call, call outcomes, booking on the spot and weekly stats
• Appointments show on the portal calendar
• Appointment texts follow the same opt-out and carrier registration rules as every other text

CRM on the phone

• A contact's page in the Android app shows their CRM card: stage, owner, open deals, open tasks and recent activity
• Add a note or a task from the phone

Integrations, API and add-ons

CRM and calendar integrations

• Keep your own CRM if you prefer: sync contacts from HubSpot, Zoho, Salesforce and Microsoft Dynamics 365
• Also GoHighLevel, Zendesk, Freshdesk, SugarCRM, Odoo, Housecall Pro and CallRail
• Contacts sync every six hours, or on demand
• Synced contacts name callers and appear in screen pops
• Log finished calls into HubSpot, Zoho or GoHighLevel; internal calls stay out
• Sync your own Google contacts into your personal list
• Google Calendar events join your meetings agenda
• Recent Gmail threads shown beside each contact
• Google access is read-only and removed on disconnect

API and webhooks

• API keys use the same API as the portal
• Pick exactly which areas a key may view or manage
• Keys can never manage users, sign port papers or touch billing, and never outrank their creator
• Each key is shown once, stored securely, and can be revoked instantly
• Keys expire after a year by default, or up to two years if you choose
• See when each key was last used
• Webhooks for calls, missed calls, texts, voicemails, faxes, meetings, recordings, tickets, new contacts, form submissions and port-outs
• Every delivery is signed with HMAC SHA-256 and a timestamp
• Failed deliveries retry with backoff, and a receiver that was down gets missed events later
• Send a test event and see recent deliveries with status and errors
• A call record feed posts every finished call to your own system

Your own phone system

• Connect your own phone system with a SIP trunk
• Authenticate by registration or by source IP address, including ranges
• Calls in and out, including calls to other companies on our network
• Set the ring time and a failover destination for when your system does not answer
• A default caller ID, with international calling blocked unless you allow it
• Record outbound calls from the trunk
• See whether a registration trunk is currently registered
• Cap concurrent calls to stop a runaway system
• Rotate the trunk password any time, or switch a trunk off without deleting it, with a confirmation first
• Point any of your numbers at a trunk
• Text and picture messaging over the trunk with its own API key, with opt-out rules applied

Add-ons

• AI Receptionist: $65/month, or free with 10 or more users
• Cloud eFax with a monthly fax allowance: $10/month
• Branded Calling + RCS: your name and logo on outgoing calls plus branded texting, $45 one-time setup then $40/month per block of 25 extensions, messages included
• Live answering service: $140/month per line, including 60 minutes of agent time
• Add-ons switch on immediately from the in-portal store, prorated from the day added
• Each add-on shows its price for confirmation before you commit

For partners

• Sold and supported directly by Cannon VoIP, and through authorized partners
• Partners can offer the platform under their own brand, domain and support number
• Partner-branded accounts show the partner's name in the About screen and the browser tab title