You sell phones to your customers. You should be running phones you'd sell. Per-customer DIDs, ticket-creation on inbound, on-call rotation that rings the right tech for the right account, role-based routing for tier 1 vs tier 2 vs senior engineers. Built on infrastructure you can explain to clients.
Every MSP we onboard has the same set of phone headaches. We've fixed them all.
Inbound call auto-creates a ticket in ConnectWise, Autotask, Halo PSA, or Syncro with the caller's company, contact, and recording attached. Tier 1 picks up with the ticket already open. SLA timer starts the second the phone rings.
Per-customer DIDs. Big-money client calls their own number, system identifies them by account, routes to their assigned pod or named engineer. White-glove from the ring, not from the transfer.
Schedule-based on-call rotation with backup escalation, per-customer rules, and a weekly digest showing who took how many calls. Holidays handled, vacation swaps handled, no more "wait, who's on tonight?"
Techs sign into the softphone or any IP phone with their extension. Calls follow them. Same extension whether they're at HQ, at a client site, or working from a coffee shop. No PBX gymnastics required.
BAA available on the Pro plan. Encrypted-at-rest voicemail storage, role-based recording access, audit logs. SOC 2 documentation available for MSPs pursuing their own attestation.
Webex Calling at $480/mo for 6 seats? We do the same job for $204/mo with a deeper PSA integration. Most MSPs we onboard cut their phone spend more than half and ditch a confusing licensing model.
Inbound calls create tickets. Click-to-call from any contact or asset in your PSA. Screen-pop shows the customer's open tickets, contract type, and SLA tier before you say hello. The tech walks into the call already up to speed.
"We dropped Webex Calling and saved $3,300/year. The ConnectWise integration is actually better than what Cisco offered. Auto-ticket-on-inbound has been a game changer for SLA reporting."
"Per-customer DIDs let us offer real white-glove. Our enterprise client thinks they have their own line because they do. Halo PSA integration ties everything together cleanly."
"On-call rotation finally works. Used to manage it on a shared calendar and pages got missed. Now schedules are in the platform, escalation works, and my techs know exactly when they're up."
30-day free trial. We'll port your numbers, wire up your PSA (ConnectWise / Autotask / Halo / Syncro), set up your on-call rotation, and configure per-customer routing — all on a free onboarding call.