A phone line your supervisor can actually read.
Inbound routing, IVR flows, queue strategies, softphone, recording, and CDR in one place – driven by Asterisk or FreeSWITCH, deployed where your data lives.
The Voice module treats a phone call as an operational event with an owner, a queue, and a record. Caller dials in, IVR collects intent, ACD places the call with the right skill group, agent answers on the softphone, and the CDR closes the loop.
Because the switch is yours, the recording and the CDR stay on your infrastructure – which is usually the reason a bank or a hospital cannot use a public contact-center service.
- IVRDTMF flows with draft and published state
- ACDQueue strategies, skills, agent groups
- 100%Calls recorded with CDR retained on premise
- 24/7Voicemail and after-hours routing
One number per service, routed by rule not by habit.
Inbound routes map a DID to an IVR flow, a queue, a ring group, or a single extension. Business hours, holidays, and overflow are part of the route definition, so the after-hours behaviour is configured once instead of remembered by whoever closes the office.
- DID to target mapping with business-hour and holiday variants
- Ring groups with parallel or sequential strategy
- Overflow to voicemail, another queue, or an external number
- Missed-call recovery list for callbacks
Flows are drafted, reviewed, then published.
The IVR builder works on nodes and connections: prompt, menu, input, transfer, voicemail, and survey. Flows carry a draft and a published state, so editing a live menu does not surprise callers mid-morning, and survey responses from the IVR land in the same reporting as chat-based CSAT.
- Node types: prompt, menu, input, transfer, voicemail, survey
- Draft and published versions with explicit publish step
- Voice prompts managed per tenant, in Indonesian and English
- IVR survey responses stored with the call record
Queue strategy is a decision, so it is written down.
Queues carry a strategy (ring-all, longest-idle, round-robin, skill-based), skills, and agent groups. Agents work from a softphone panel with state, pause reasons, and an active-call view; supervisors watch queue depth, waiting time, and listen in when a call needs help.
- Queue strategies with skill and agent-group matching
- Softphone panel: dial, answer, hold, transfer, hangup
- Pause reasons and agent state history
- Supervisor listen sessions and call statistics per hour
Campaigns respect the do-not-call list by construction.
Outbound campaigns work from a member list with preview or progressive dialing, attempt limits, and a DNC list checked before every attempt. Collection and survey teams use the same engine, which is why a promise-to-pay call and a CSAT call share one reporting model.
- Campaign members with attempt limits and outcome codes
- Preview claims so two agents never dial the same number
- DNC list enforced at dial time, not at import time
- Per-campaign statistics: attempts, connects, outcomes
What the Voice module covers
Everything below ships with the suite; nothing is a separate per-seat add-on.
Inbound routes
DID mapping with hours, holidays, and overflow.
IVR builder
Draft/publish flows with prompts and survey nodes.
Queues & ACD
Strategies, skills, agent groups, ring groups.
Softphone
Agent panel with state, pause reasons, transfer.
Recording & CDR
Call detail records with daily and hourly facts.
Voicemail
Boxes per extension with after-hours routing.
Campaigns
Preview and progressive dialing with DNC enforcement.
CSAT
Post-call survey settings and response reporting.
SIP trunks
Trunk and PBX node configuration per tenant.
Rollout on your own switch
Telephony work is sequence-sensitive; this order avoids the usual week of silence.
SIP trunk registered, one DID tested in both directions.
Menus, hours, and queue strategies reviewed by the team lead.
Extensions, skills, and pause reasons before the first shift.
One queue live for a week, then the rest migrated.
Questions before replacing the PABX
Which switch does it run on?
Asterisk or FreeSWITCH through the ESL integration, both configured per tenant.
Can we keep our existing numbers?
Yes. Numbers are carried by your trunk; the route simply points at the new IVR or queue.
Where are recordings stored?
On your own storage on the on-premise deployment, with retention controlled by policy.
Is the softphone a separate licence?
No. The softphone panel is part of the module and works in the browser.
See this app running on your own data.
We install the suite on your server or in our cloud, then walk your team through the exact flow you described.