VoIP Platform Features & Add-ons for Business Growth
User Management
Easily add users, assign features, and configure settings with our intuitive admin portal. Keep your team connected, secure, and scalable as your organization grows.
How easy is it to add or remove team members?
Very simple! Add new users in minutes through our web portal by entering their details and their phone features are automatically configured. When someone leaves, disable their account instantly while preserving call records and voicemails for business continuity.
These capabilities help Mansfield and Delaware businesses manage communication efficiently, whether you have five employees or five hundred.
How do I manage user settings and permissions?
Our admin portal gives you centralized control over all user accounts. Set up phone numbers, configure voicemail, assign device permissions, and manage security settings all from one easy-to-use dashboard.
What user management features are included?
*Set up by our team on managed networks; we provide setup instructions for unmanaged networks.
**Clients can assign phone numbers (after we add them to your domain); device permissions are managed by our team.
Admin & Group Features
Manage departments, resources, and communication flows from one centralized dashboard. Our powerful admin tools give you full visibility and control over your system.
Can I see what's happening across my phone system in real-time?
Yes! Your admin dashboard shows active calls, system status, and user activity in real-time. Monitor call volumes and see who’s available—all from one central location. For system performance tracking and alerts, a Call Center Supervisor license is required, with notifications available through the Supervisor dashboard.
What tools do I have for managing call flows and routing?
Configure auto attendants with custom menus, set up call queues for busy periods, and design call flows that match your business processes.
What admin and group features are included?
*Available with ConnectUC & is at a max of 9 people.
System Reliability & Architecture
Count on enterprise-grade infrastructure designed for maximum uptime, even during outages or maintenance. With built-in redundancy and geo-distribution, your communication stays secure and seamless.
What happens if your system goes down?
Our system is designed for maximum uptime. We utilize an active-active architecture across multiple data centers, ensuring that if one location experiences issues, your calls are automatically routed through backup systems instantly, thereby minimizing the risk of service interruptions.
Our Central Ohio-based clients rely on our redundant systems and real-time failover technology to keep their calls clear and uninterrupted—no matter where or when they connect.
How do you handle system updates and maintenance?
All updates happen seamlessly in the background with zero downtime. Our rolling upgrade system means you get new features and security updates without any service interruption—you won’t even know maintenance is happening.
What reliability and architecture features are included?
Advanced Call Center Tools
Enhance your customer service with intelligent call queues, real-time analytics, and easy agent management. Get enterprise-level capabilities without the complexity of a traditional call center.
*Requires a Call Center seat or higher.
What reporting and analytics do I get?
Access dashboards showing call volumes, wait times, and agent performance. Real-time wallboards display live queue status, while historical reports help you identify patterns and optimize staffing.
How do I ensure quality and compliance?
Call recording is available as an option (not built-in) and can be enabled or disabled as needed. Recordings can be stored securely for agent coaching or dispute resolution.
What advanced call center features are included?
Customer Integrations & Add-ons
Connect your phone system to CRMs and business tools you already use with powerful integrations and add-ons. Turn your communication platform into a unified, productivity-boosting hub.
Can you integrate with our CRM or business software?
Yes! We support over 80 popular CRM and business applications including Salesforce, Microsoft Teams, and many others. Get caller information pop-ups, click-to-dial from your CRM, and automatic call logging that keeps your customer data synchronized.
How do virtual fax and document services work?
Replace your old fax machine with cloud-based faxing that works through email and our web portal. Send and receive faxes from anywhere, with automatic delivery confirmation and secure storage—all HIPAA compliant for healthcare organizations.