Call Center Phone System for Growing Teams
Total Voice, our managed cloud VoIP phone system, includes the call queues, agent dashboards and reporting a call center or busy front desk needs, with no separate contact center product to buy.
Call center features included with Total Voice
- Call queues with ring all, round robin, linear hunt and cascade routing
- Real-time queue stats and agent dashboards
- Cradle-to-grave call reporting
- Real-time dashboards for call volume, wait times and agent performance
- Optional call recording with mid-call PCI redaction
- Auto-attendant, dial-by-name directories and multi-language IVR menus
- Voicemail-to-email delivery
- Agents on desk phones, computers or the mobile app, on one business number
Built for teams that live on the phone
Customer service lines, scheduling and dispatch desks, sales teams and multi-location front desks all depend on calls being answered quickly by the right person. Queues and routing rules spread calls across your team, and callers hear a professional greeting instead of a ringing line. Because Total Voice runs in the cloud, you can add agents, locations or remote staff without new hardware.
Supervisors see what is happening in real time
Real-time queue stats and agent dashboards show how many callers are waiting, how long they have waited and which agents are available. Cradle-to-grave reporting follows every call from first ring to hang-up, so you can see where calls stall and staff to the busy hours.
Works alongside Microsoft Teams
Total Voice can coexist with Microsoft Teams. Teams that already use Teams for chat and meetings keep using it, while Total Voice handles business telephony, call routing, voicemail and mobile calling.
Calls keep flowing during an outage
Calls route through the cloud, so a power or internet outage at your office does not take the phones down. Calls automatically forward to mobile devices or other destinations you set, and voicemail still captures missed calls until the office is back online.
How a move to Total Voice works
- Plan: environment review, number inventory, user and queue mapping, routing requirements and 911 configuration before anything changes.
- Provision and port: number porting, device provisioning and user setup on a defined schedule.
- Cut over: phased or full cutover with training, documentation and live go-live support.
- Run: ongoing administration, moves and changes, support and quarterly reviews.
What it costs
Total Voice is priced per user per month, with call center features included rather than sold as tiers. You can get an estimate in about five minutes with our cloud phone system pricing tool. No sales call is required to see a number.
Local U.S. voice specialists
Total Voice is fully managed by our U.S.-based voice team. When you call support, a telephony specialist who already knows your system answers. See the full Total Voice cloud phone system, or compare cloud and on-premise phone systems.
Common questions about call center phone systems
No. Call queues, agent dashboards, real-time stats, reporting and call recording are part of Total Voice, our managed cloud phone system. You do not buy or license a separate contact center product.
Queues can ring every agent at once, rotate calls round robin, ring agents in order (linear hunt) or cascade to more agents the longer a caller waits. An auto-attendant and IVR menu can send callers to the right queue first.
Yes. Real-time queue stats and agent dashboards show callers waiting, wait times and agent availability, and cradle-to-grave reporting shows what happened on every call.
Yes. Call recording is optional and includes mid-call PCI redaction, so card details are not stored when a caller pays over the phone.
Yes. Agents can take queue calls on a desk phone, a computer or the iOS and Android app, with the same number and features wherever they work.
Yes. Number porting is part of every Total Voice deployment. We handle the paperwork, coordinate with your current carrier and schedule the cutover so calls are not interrupted.
Total Voice is priced per user per month, with call center features included. Our pricing tool gives you an estimate in about five minutes, and we confirm final pricing after reviewing your setup.
Ready to get calls answered faster?
Tell us how many people answer phones today and where calls get stuck. We will show you how queues, dashboards and reporting would work for your team, and what it costs.