Inbound & IVR
Every inbound call lands exactly where 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 business hours or out.
Inbound routing
Routing that never drops a call.
From the inbound number to the agent — every hop is configurable, observable and survives a restart.
ACD queues
FIFO waiting lists with longest-idle and ring-all selection, music-on-hold, max-wait / 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/agent routing, voicemail, callback and transfer — with retry and fallback on every step.
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.
Business hours & holidays
Timezone-aware schedules with holiday overrides. After-hours calls route to voicemail, an audio message, or a different IVR branch.
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.
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.
IVR node types
- menu
- prompt
- collect
- condition
- business-hours
- api_call
- queue
- agent
- voicemail
- callback
- transfer
- hangup
Questions
Inbound FAQ
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, with business-hours and holiday rules deciding the in-hours vs after-hours path.
It is a node-graph engine with 12 node types: menus and prompts, digit collection, conditions, business-hours branches, live api_call data-dips, queue and agent routing, voicemail, callback, transfer and hangup — each with timeout, retry and fallback handling.
The api_call node calls one of your external APIs in the middle of a call and branches on the response — for example, looking up an account balance or order status — so the IVR can answer without an agent.
A timezone-aware business-hours node (with holiday overrides) routes after-hours calls to a voicemail box, an audio message, or a dedicated IVR branch — whatever you configure per campaign.
Map your inbound flow with us.
Bring your routing — we'll build a live IVR branch and an ACD queue on the call.