VoiceX Cloud Communications

Features

Everything your business needs to communicate

Modern business communications in one secure cloud platform, bringing voice, contact centre, collaboration, messaging, integrations, analytics and AI together wherever your team works.

Feature category 01

Core Telephony

The complete foundation for business calling, routing and call handling.

Feature Enterprise Ultimate What it does
Call Forwarding ✓ Included ✓ Included Forward calls to extensions, mobiles or external destinations.
Attended & Blind Transfer ✓ Included ✓ Included Transfer calls with or without speaking to the destination first.
Call Waiting ✓ Included ✓ Included Notify users of another incoming call while already on a call.
Call Pickup ✓ Included ✓ Included Answer calls ringing on another authorised extension.
Call Parking ✓ Included ✓ Included Place calls into shared parking positions for retrieval elsewhere.
Call Flip / Device Switch ✓ Included ✓ Included Move an active call between the user’s registered devices.
Call Monitoring ✓ Included ✓ Included Authorised supervisors can listen, whisper or barge into calls.
Multi-Level IVR ✓ Included ✓ Included Build multi-stage automated attendant menus.
Multi-Language IVR ✓ Included ✓ Included Offer callers menus and prompts in multiple languages.
Time-Based IVR ✓ Included ✓ Included Change routing automatically by business hours, dates or schedules.
Call Queues ✓ Included ✓ Included Hold inbound callers until an agent becomes available.
Ring Groups ✓ Included ✓ Included Ring groups of users using configurable strategies.
Paging & Intercom ✓ Included ✓ Included Broadcast announcements and support internal intercom use.
Conference Rooms ✓ Included ✓ Included Multi-party audio conferencing.
Advanced CDR & Call Reports ✓ Included ✓ Included Detailed call records and reporting for inbound/outbound traffic.
Dial by Name ✓ Included ✓ Included Allow callers to locate users by name.
Caller ID / DID / DOD / DNIS ✓ Included ✓ Included Control number presentation and route calls by dialled/calling number.
Do Not Disturb ✓ Included ✓ Included Temporarily prevent calls reaching an extension.

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Feature category 02

Business Calling Features

Advanced call handling tools for day-to-day business communications.

Feature Enterprise Ultimate What it does
Call Recording ✓ Included ✓ Included Record inbound and outbound conversations subject to your policies.
Allow & Block Lists ✓ Included ✓ Included Control permitted and blocked callers/numbers.
Call Disposition ✓ Included ✓ Included Categorise calls by outcome for reporting and follow-up.
BLF ✓ Included ✓ Included Monitor extension/call status using programmable keys.
Busy Camp-On ✓ Included ✓ Included Wait for a busy extension to become available.
Business Hours & Holidays ✓ Included ✓ Included Automatically apply different routing during opening hours and closures.
Boss / Secretary ✓ Included ✓ Included Executive-assistant call handling and screening.
Custom Prompts ✓ Included ✓ Included Upload and manage business audio prompts.
Distinctive Ringing ✓ Included ✓ Included Use different ring patterns for different call types.
Music on Hold ✓ Included ✓ Included Play selected audio to callers while on hold or queued.
Voicemail ✓ Included ✓ Included Individual and group voicemail with email delivery options.
PIN Lists ✓ Included ✓ Included Authorise or restrict selected call types using PIN codes.
Speed Dial ✓ Included ✓ Included Create short codes for frequently dialled destinations.
Emergency Calling Rules ✓ Included ✓ Included Define emergency numbers and designated notifications.
SIP Forking / Multi-Device Registration ✓ Included ✓ Included Ring multiple registered devices for the same user.

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Feature category 03

VoiceX Unified Communications

Keep business communications together across web, desktop and mobile.

Feature Enterprise Ultimate What it does
VoiceX Web Client ✓ Included ✓ Included Use calling and communications directly from a supported browser.
VoiceX Desktop – Windows ✓ Included ✓ Included Desktop client for Windows users.
VoiceX Desktop – macOS ✓ Included ✓ Included Desktop client for macOS users.
VoiceX Mobile – iOS ✓ Included ✓ Included Business calling and communications on iPhone/iPad.
VoiceX Mobile – Android ✓ Included ✓ Included Business calling and communications on Android devices.
Chrome Extension ✓ Included ✓ Included Browser calling integration and click-to-call workflows.
Push Notifications ✓ Included ✓ Included Receive incoming call alerts on supported mobile devices.
Cross-Device Synchronisation ✓ Included ✓ Included Keep call history, presence and communications aligned across devices.
Unified Presence ✓ Included ✓ Included See colleague availability and calling status.
Custom Presence ✓ Included ✓ Included Set availability such as Available, Away, DND or Meeting.
Personal & Company Contacts ✓ Included ✓ Included Access personal and shared business directories.
Call Pop-Up URL ✓ Included ✓ Included Open an external system or page when a call is received.
Audio Conferencing ✓ Included ✓ Included Host multi-party voice conferences.
Device Switching ✓ Included ✓ Included Move active calls between VoiceX devices.

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Feature category 04

VoiceX Operator Console

A real-time receptionist and operator workspace for handling calls and presence.

Feature Enterprise Ultimate What it does
Operator Console ✓ Included ✓ Included Central live view for operator and receptionist workflows.
Active Call View ✓ Included ✓ Included See inbound, outbound and extension calls in real time.
Parked Call View ✓ Included ✓ Included View and retrieve parked calls.
Redirect & Transfer ✓ Included ✓ Included Move calls quickly to the correct person or destination.
Call Hang-Up ✓ Included ✓ Included Authorised operators can terminate active calls.
Call Parking ✓ Included ✓ Included Park calls for retrieval by another user.
Call Monitoring ✓ Included ✓ Included Monitor live calls where permissions allow.
Real-Time Presence ✓ Included ✓ Included See current user availability and status.
Presence Control ✓ Included ✓ Included Authorised operators can update extension presence.

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Feature category 05

Team Chat

Secure internal collaboration within VoiceX.

Feature Enterprise Ultimate What it does
One-to-One Chat ✓ Included ✓ Included Private user-to-user messaging.
Group Chat ✓ Included ✓ Included Team and group conversations.
File Sharing ✓ Included ✓ Included Share business files within conversations.
Image Sharing ✓ Included ✓ Included Send images through team chat.
Push Notifications ✓ Included ✓ Included Receive chat notifications on supported devices.
Cross-Client Synchronisation ✓ Included ✓ Included Keep conversations synchronised across web, desktop and mobile.

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Feature category 06

Inbound Call Centre

Advanced queuing, agent management, supervision and reporting for customer-facing teams.

Feature Enterprise Ultimate What it does
Automatic Call Distribution (ACD) ✓ Included ✓ Included Automatically distributes incoming calls across available agents.
Skill-Based Routing ✓ Included ✓ Included Routes callers to agents according to assigned skills or proficiency.
Multiple Call Queues ✓ Included ✓ Included Create dedicated queues for teams such as Sales, Support and Accounts.
Queue Priority ✓ Included ✓ Included Prioritise important queues when agents serve multiple queues.
Queue Callback ✓ Included ✓ Included Allow callers to request a callback instead of continuing to wait.
Queue Position Announcements ✓ Included ✓ Included Tell callers their position in the queue.
Wait-Time Announcements ✓ Included ✓ Included Provide waiting-time information where configured.
Custom Queue Prompts ✓ Included ✓ Included Play tailored messages and announcements while callers wait.
Queue Overflow / Failover ✓ Included ✓ Included Route calls elsewhere when queue conditions or wait limits are reached.
Agent Ring Timeout ✓ Included ✓ Included Control how long an agent is offered a queue call.
Agent Wrap-Up Time ✓ Included ✓ Included Provide protected after-call work time before the next call.
Static & Dynamic Agents ✓ Included ✓ Included Support permanently assigned and login-based queue agents.
Agent Login / Logout ✓ Included ✓ Included Agents can dynamically join or leave queues.
Agent Pause & Pause Reasons ✓ Included ✓ Included Pause queue availability and record the reason.
Agent Auto-Pause ✓ Included ✓ Included Automatically pause agents after defined missed-call behaviour.
Supervisor Monitoring ✓ Included ✓ Included Supervisors can listen to live calls.
Whisper ✓ Included ✓ Included Supervisor can speak privately to the agent during a call.
Barge-In ✓ Included ✓ Included Supervisor can join a live customer conversation.
Real-Time Queue Panel ✓ Included ✓ Included Live switchboard-style view of queue calls and agent activity.
Real-Time Wallboard ✓ Included ✓ Included Display live service and queue KPIs.
SLA Monitoring ✓ Included ✓ Included Measure service levels against configured answer-time targets.
SLA Threshold Notifications ✓ Included ✓ Included Alert supervisors when defined performance thresholds are crossed.
Call Recording ✓ Included ✓ Included Record queue conversations where enabled.
Call Notes & Dispositions ✓ Included ✓ Included Capture context and categorise outcomes.
Customer Satisfaction Survey ✓ Included ✓ Included Capture customer satisfaction feedback where configured.
Queue & Agent Reporting ✓ Included ✓ Included Analyse waiting, handling, talk time, answer, abandon, SLA and agent activity.
Scheduled Reports ✓ Included ✓ Included Automatically distribute configured reports by email.

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Feature category 07

Call Notes & Dispositions

Capture the customer context behind every conversation.

Feature Enterprise Ultimate What it does
Call Notes ✓ Included ✓ Included Attach information and context to customer calls.
Call Disposition ✓ Included ✓ Included Categorise call outcomes using defined result types.
Custom Disposition Tags ✓ Included ✓ Included Create business-specific outcome categories.
Customer / Call Remarks ✓ Included ✓ Included Add follow-up detail for users and supervisors.
Search & Filter ✓ Included ✓ Included Find call records using call and disposition information.

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Feature category 08

Omnichannel Messaging

Handle digital customer conversations alongside voice communications.

Feature Enterprise Ultimate What it does
Website Live Chat ✓ Included ✓ Included Handle customer conversations initiated from a website.
SMS ✓ Included ✓ Included Send and receive supported SMS conversations.
WhatsApp ✓ Included ✓ Included Manage supported WhatsApp customer interactions.
Facebook Messaging ✓ Included ✓ Included Bring supported Facebook conversations into the workspace.
Unified Inbox ✓ Included ✓ Included Manage multiple messaging channels from one workspace.
Message Queues ✓ Included ✓ Included Route digital conversations to the appropriate team.
Agent Assignment & Transfer ✓ Included ✓ Included Assign and transfer conversations between agents.
Customer Contact Matching ✓ Included ✓ Included Match incoming conversations with existing contacts.
Bulk SMS / WhatsApp ✓ Included ✓ Included Send approved bulk customer communications where supported.
Escalate Message to Voice ✓ Included ✓ Included Move a digital conversation into a voice call.
Messaging API ✓ Included ✓ Included Integrate supported omnichannel workflows with external systems.

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Feature category 09

Phonebooks & Contacts

Centralised contact management for users and business teams.

Feature Enterprise Ultimate What it does
Multiple Phonebooks ✓ Included ✓ Included Create separate shared contact directories.
Personal Contacts ✓ Included ✓ Included Maintain user-specific contact records.
Company Contacts ✓ Included ✓ Included Provide shared business contacts to authorised users.
Phonebook Permissions ✓ Included ✓ Included Control access to shared contact data.
CRM Contact Synchronisation ✓ Included ✓ Included Synchronise supported CRM contact information.
Caller Name Lookup ✓ Included ✓ Included Match incoming numbers to known contacts for caller identification.

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Feature category 10

CRM & Helpdesk Integrations

Connect communications with the applications your teams already use.

Feature Enterprise Ultimate What it does
Salesforce ✓ Included ✓ Included CRM integration for calling and customer context.
Microsoft Dynamics 365 ✓ Included ✓ Included CRM integration with supported Dynamics workflows.
HubSpot ✓ Included ✓ Included Customer context, calling and supported call journal workflows.
Zoho CRM ✓ Included ✓ Included CRM contact and calling integration.
Bitrix24 ✓ Included ✓ Included Supported CRM calling integration.
Odoo ✓ Included ✓ Included Supported Odoo CRM integration.
Click-to-Call ✓ Included ✓ Included Start calls directly from supported CRM/helpdesk interfaces.
Incoming Call Screen Pop ✓ Included ✓ Included Display relevant customer records when calls arrive.
Contact Synchronisation ✓ Included ✓ Included Synchronise supported contact records.
Call Journaling ✓ Included ✓ Included Record call activity against supported customer records.
Zendesk ✓ Included ✓ Included Helpdesk integration including supported call/ticket workflows.
Zoho Desk ✓ Included ✓ Included Helpdesk integration for calls, contacts and ticket workflows.
Custom Integration Options ✓ Included ✓ Included Connect supported third-party systems using templates/APIs.

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Feature category 11

Microsoft, Google & Identity Integrations

Connect user identity and productivity platforms with IPVoice.

Feature Enterprise Ultimate What it does
Microsoft Teams ✓ Included ✓ Included Integrate supported Microsoft Teams calling workflows.
Microsoft Outlook ✓ Included ✓ Included Connect supported Outlook productivity workflows.
Microsoft Entra ID ✓ Included ✓ Included Synchronise supported cloud identities and enable SSO.
Microsoft User Synchronisation ✓ Included ✓ Included Synchronise supported user accounts from Microsoft cloud services.
Google Workspace ✓ Included ✓ Included Synchronise supported Google Workspace users.
Google SSO ✓ Included ✓ Included Allow supported Google single sign-on.
Red Hat Identity Integration ✓ Included ✓ Included Synchronise supported identities from Red Hat identity services.
Windows Active Directory — ✓ Included Synchronise traditional Windows AD users/groups and centralise authentication.

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Feature category 12

Data, Analytics & External Contacts

Turn communications data into business insight and connect external data sources.

Feature Enterprise Ultimate What it does
Call Accounting ✓ Included ✓ Included Calculate and analyse call charges using configured rate rules.
Custom Call Rates ✓ Included ✓ Included Define rates for call destinations and billing analysis.
Data Connector ✓ Included ✓ Included Expose supported PBX data to external databases and analytics tools.
MySQL ✓ Included ✓ Included Connect supported data workflows to MySQL.
PostgreSQL ✓ Included ✓ Included Connect supported data workflows to PostgreSQL.
Microsoft SQL ✓ Included ✓ Included Connect supported data workflows to Microsoft SQL.
Power BI ✓ Included ✓ Included Build business analytics and dashboards from supported data.
Grafana ✓ Included ✓ Included Visualise supported communications metrics.
Database Contact Synchronisation ✓ Included ✓ Included Synchronise or query supported external contact data.
LDAP ✓ Included ✓ Included Integrate supported directory/contact lookup workflows.

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Feature category 13

APIs, WebSocket & Development

Extend IPVoice into business applications and automation workflows.

Feature Enterprise Ultimate What it does
PBX APIs ✓ Included ✓ Included Integrate supported PBX functions with external applications.
Omnichannel APIs ✓ Included ✓ Included Integrate supported messaging workflows.
Third-Party Integrations ✓ Included ✓ Included Connect business applications using available integration interfaces.
WebSocket Audio Streaming ✓ Included ✓ Included Stream supported call audio to real-time processing or analytics services.
VoiceX Client SDK — ✓ Included Embed communications into web, iOS, Android, Windows and macOS applications.

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Feature category 14

AI Services

Use AI to automate reception, create transcripts and turn conversations into actionable information.

Feature Enterprise Ultimate What it does
AI Receptionist ✓ Available* ✓ Available* Automated natural-language call handling, FAQs and intelligent routing.
Call Transcription ✓ Available* ✓ Available* Convert supported recorded or live call audio into text.
Call Summary ✓ Available* ✓ Available* Create concise summaries of supported call conversations.
Voicemail Transcription ✓ Available* ✓ Available* Convert supported voicemail messages into readable text.
AI Text-to-Speech ✓ Available* ✓ Available* Generate prompts from text for supported call flows.
Initial AI Transcription Quota 120 minutes 240 minutes Initial included transcription allowance.
Additional AI Usage Optional Optional Additional usage/minute packages can be added where required.

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Feature category 15

VoiceX Call Flow Designer

Build sophisticated customer journeys without complex coding.

Feature Enterprise Ultimate What it does
Visual Call Flow Designer ✓ Included ✓ Included Create call logic using a graphical workspace.
Drag-and-Drop Components ✓ Included ✓ Included Assemble call flows using reusable components.
Time & Schedule Logic ✓ Included ✓ Included Apply routing rules according to business times and schedules.
Caller Input Logic ✓ Included ✓ Included Route calls based on caller selections or input.
AI Text-to-Speech Prompts ✓ Available* ✓ Available* Create spoken prompts from text where AI service is enabled.
Third-Party Integration ✓ Included ✓ Included Connect supported external systems and workflows.

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Feature category 16

Virtual Fax

Digital fax functionality for organisations that still rely on fax workflows.

Feature Enterprise Ultimate What it does
Virtual Fax ✓ Included ✓ Included Send and receive fax communications digitally.
Third-Party Fax Integration ✓ Included ✓ Included Integrate supported fax services/platforms.
Fax-to-Email ✓ Included ✓ Included Deliver received fax content by email.
Custom Cover Page ✓ Included ✓ Included Apply a custom fax cover page.

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Feature category 17

Hotel Management

Hospitality features for front desk, rooms, guests and service billing.

Feature Enterprise Ultimate What it does
Hotel Management ✓ Included ✓ Included Hospitality-focused PBX administration.
Front Desk Panel ✓ Included ✓ Included Central workspace for hotel reception functions.
Wake-Up Calls ✓ Included ✓ Included Schedule automated guest wake-up calls.
Room Status ✓ Included ✓ Included Track supported room status information.
Housekeeping Status ✓ Included ✓ Included Manage supported room/housekeeping status workflows.
Guest Stay History ✓ Included ✓ Included Maintain supported guest stay records.
Call Accounting ✓ Included ✓ Included Track and charge eligible guest calls.
Service Billing ✓ Included ✓ Included Track supported billable hotel services.

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Feature category 18

Administration & Security

Cloud administration with built-in security, user controls and operational visibility.

Feature Enterprise Ultimate What it does
Web Management Portal ✓ Included ✓ Included Manage the PBX through a secure web interface.
Graphical Dashboard ✓ Included ✓ Included View system health and operational information.
Auto Provisioning ✓ Included ✓ Included Provision supported endpoints centrally.
Bulk Import / Export ✓ Included ✓ Included Manage users and configuration at scale.
Extension Groups & Organisation Structure ✓ Included ✓ Included Organise users into teams, departments and groups.
User Roles & Permissions ✓ Included ✓ Included Control administrative and user access.
QoS Monitoring ✓ Included ✓ Included Monitor supported call-quality information.
Operation & Event Logs ✓ Included ✓ Included Maintain audit and system event information.
Event Notifications ✓ Included ✓ Included Notify administrators of configured system events.
Backup & Restore ✓ Included ✓ Included Protect and restore supported configuration/data.
Troubleshooting Tools ✓ Included ✓ Included Built-in tools to support diagnosis.
TLS & SRTP Encryption ✓ Included ✓ Included Encrypt supported signalling and media.
Automatic / Static Defence ✓ Included ✓ Included Protect the system using configurable security rules.
Anti-Hacking IP Blocklist ✓ Included ✓ Included Block known or suspicious network sources.
Certificate Management ✓ Included ✓ Included Manage certificates used by secure services.
Password Policies ✓ Included ✓ Included Enforce stronger user/admin authentication policies.
Two-Factor Authentication ✓ Included ✓ Included Add a second authentication factor for supported access.
Country / IP Restrictions ✓ Included ✓ Included Restrict access or calling according to configured country/IP policies.
Outbound Call Frequency Restrictions ✓ Included ✓ Included Control unusual or excessive outbound calling patterns.
Cloud Hosting ✓ Included ✓ Included VoiceX is 100% cloud hosted on AWS.
Service Availability SLA ✓ Included ✓ Included Phone service availability is 99.95% and analytics availability is 99.0%.

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Feature category 19

Ultimate-Only Advanced Capabilities

Capabilities designed for organisations with advanced collaboration, identity and development requirements.

Feature Enterprise Ultimate What it does
Video Calling — ✓ Included Make supported business video calls through VoiceX clients.
Video Conferencing — ✓ Included Host supported HD video meetings.
Screen Sharing — ✓ Included Share screens during supported video meetings.
Meeting Chat — ✓ Included Use in-meeting messaging during supported video conferences.
Meeting Invitations — ✓ Included Invite participants using supported email or link workflows.
Windows Active Directory — ✓ Included Synchronise users/groups and support centralised authentication.
VoiceX Client SDK — ✓ Included Embed IPVoice communications into third-party applications.
Remote Archiving Deployment dependent ✓ Included* Archive supported recordings/backups to remote storage. *Subject to deployment/licensing.
Enhanced Initial AI Transcription 120 min 240 min Ultimate doubles the initial transcription quota.

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Bring your business communications together

From everyday business calling to contact centre, collaboration, integrations and AI, IPVoice gives your team one platform to communicate wherever they work.

Feature availability can depend on deployment, subscription, third-party service availability and configuration. AI and some third-party services may require additional usage charges or subscriptions.

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