Inbound and IVR
Every call landswhere it should.
ACD queues with longest-idle routing, a visual 12-node IVR, live data-dips, timezone-aware business hours and a searchable voicemail inbox. In hours or out, every call has a path.
Support line
campaign · call flow
- did
Incoming
+1 415 555 0134
- menu
Menu
press 1 sales · press 2 support
- queue
Queue
Support
- agent
Agent
available
menu · queue · agent, no dead ends
Illustrative flow · sample call
Inbound routing
Routing that never drops a call
From the inbound number to the agent, every hop is configurable, observable and survives a restart.
Queue · longest idle
music on hold · overflow armed
ACD queues
FIFO waiting lists with longest-idle and ring-all selection, music on hold, max-wait and max-size policies, and overflow destinations. Redis-backed, so queues survive a restart.
Visual multi-level IVR
A node-graph engine with 12 node types: menus, prompts, digit collection, conditions, queue and agent routing, voicemail, callback and transfer. Every step has retry and fallback.
Live data-dip routing
An api_call node calls an external API mid-flow and branches on the response ("press 1 for your balance") without leaving the call.
Europe/London
Mon 09:00 to 18:00
holiday overrides on
Business hours & holidays
Timezone-aware schedules with holiday overrides. After-hours calls route to voicemail, an audio message, or a different IVR branch.
one number, one campaign
DID-driven routing
Every inbound number maps to exactly one campaign, the single source of truth for where each call goes. No tangled routing rules.
+1 646 555 0119
heard · linked to lead
+1 503 555 0162
heard · linked to lead
Voicemail with inbox
Callers leave messages to an agent or queue box. Agents get a searchable, filterable inbox with secure playback and heard / unheard tracking.
Illustrative panels · sample values
From ring to resolution
How a call finds its way
01
A number rings
Every DID maps to exactly one campaign, so there is never a question of where a call belongs. The campaign is the single source of truth for routing.
02
The rules run
Timezone-aware business hours and holiday overrides pick the path. In hours, the call heads into your IVR flow or a queue. After hours, it goes wherever you chose.
03
The call lands
An ACD queue hands the call to the longest-idle agent, or the caller leaves a voicemail that shows up in a searchable inbox with heard and unheard tracking.
12 node types in the flow builder
timeout · retry · fallback on every step
- menu
- prompt
- collect
- condition
- business-hours
- api_call
- queue
- agent
- voicemail
- callback
- transfer
- hangup
When nobody could answer
The calls you missed still get answered
A busy queue or a closed office is not the end of the story. Missed calls become a shared worklist, and voicemail becomes an inbox that agents actually work.
Missed calls worklist
Unanswered inbound calls land in a shared worklist, scoped to the campaign, with one row per caller and a running attempt count. When an agent clicks call back, they claim the row and it disappears for everyone else, so two agents never chase the same caller. The same misses feed a Missed Call report, so the team can see what slipped through and why.
Missed calls
campaign · shared
- Call back
+1 415 555 0182
2 attempts
- Call back
+1 312 555 0134
1 attempt
- removed
+1 206 555 0107
claimed by another agent
Illustrative rows.
Voicemail inbox
Callers can leave a message after hours, on overflow, or from any IVR branch, into a box that belongs to an agent or a queue. Each agent sees only their own box, with an audio player, heard and unheard state, and playback served through signed URLs. A live notification fires the moment a new message lands, and every message links straight to the caller's lead record.
Voicemail
my box
+1 646 555 0119
new · linked to lead
0:47+1 503 555 0162
heard · linked to lead
1:12
Illustrative rows.
Questions
Inbound, answered
Each DID (inbound number) maps to a single campaign, which is the source of truth for routing. From there the call enters your IVR flow or an ACD queue, and business-hours and holiday rules decide the in-hours or after-hours path.
Next step
Map your inbound flow with us
Bring your routing. We'll build a live IVR branch and an ACD queue on the call.