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Incoming calls wait in a prioritized queue when all agents are busy. Callers hear hold music and periodic position announcements. Configure max queue depth, maximum wait time, overflow destinations, and priority rules. Agents join and leave queues dynamically from their softphone or desk phone.

Assign agents to ring groups and define how calls distribute among them: simultaneous ring, round-robin, sequential, or least-busy. Set a ring timeout so unanswered calls cascade to voicemail or another group. Agents can be in multiple ring groups with different priorities per group.

Assign a dedicated phone number to each department, product line, or campaign. Each service line has its own greeting, routing logic, queue, and reporting. Callers always reach the right team without going through a central switchboard. Multiple service lines can share the same agent pool.

Every employee gets a personal extension number for free internal calling. Extensions work across all devices: desk phone, mobile app, or desktop softphone. Calls between extensions are always free regardless of location. Assign extensions to queues, ring groups, or direct service lines.

Transfer active calls to any internal extension or external phone number. Choose blind transfer to connect immediately or attended transfer to announce the caller first. Transfer mid-conference, transfer from mobile to desktop, or transfer to an external consultant: all without dropping the call.

Dedicated conference bridges with unique dial-in numbers and PIN codes. Internal team members and external clients or partners can all join the same call. The conference host can mute individual participants, remove disruptive callers, and add new participants during the call. Create unlimited conference rooms from the admin panel.

Define routing rules that change automatically based on time of day, day of week, and custom holiday schedules. Business hours calls go to your live team; after-hours calls route to voicemail, the AI assistant, or an on-call extension. No manual switching: the system handles it automatically every day.

Block specific numbers permanently so they never reach your team: useful for known spam callers or abusive numbers. Whitelist priority clients so their calls skip the queue and connect immediately to a designated agent. Manage both lists from the admin panel with instant effect on all incoming traffic.

Receive and reply to SMS messages on any of your business numbers. Inbound texts appear in the agent dashboard alongside calls. Assign SMS handling to specific agents or shared queues. Full message history is retained per contact. Agents reply from the web panel or the JotLink mobile app.

Park an active call in a numbered slot so another agent can pick it up from any extension. Useful for handing off to a specialist without transferring directly. The parked caller hears hold music. Any agent who knows the slot number can retrieve the call instantly.

Control what caller ID is displayed on outbound calls per extension, queue, or campaign. Show your main business number, a department number, or a local number matching the customer's region. Inbound calls display caller name if the number matches a CRM contact.

Replace default hold beeps with your own branded audio. Upload MP3 files for hold music, queue waiting, and parking slots. Assign different audio per queue or department. Add promotional messages between music tracks to inform waiting callers about your services.

Get instant email or SMS alerts when you miss a call or receive a new voicemail. Notifications include the caller's number, timestamp, and a direct link to listen to the voicemail. Configure notification rules per extension or queue so the right person is always alerted.

Track real-time and historical performance for each call queue: average wait time, call abandonment rate, service level percentage, longest wait, and total calls offered vs answered. Use this data to adjust staffing levels and queue parameters for better customer experience.

Build multi-level IVR menus with unlimited depth. Each level plays a custom greeting and waits for keypad input. Route callers to queues, extensions, voicemail, or another menu level based on their selection. Use the visual drag-and-drop editor to build and test your call flow before going live.

When an agent answers a queued call, they hear a short automated message before the caller is connected — for example: "Sales call from New York." This gives agents a moment to prepare and switch context before the conversation starts. Configure the whisper message per queue.

Automatically play a satisfaction survey after every call ends. Callers rate their experience by pressing a number on their keypad. Results are logged per call and attributed to the handling agent. View average satisfaction scores per agent, queue, and time period in the Reports dashboard.

Define your business hours schedule and automatically route calls to different destinations based on the time of day. During hours: send to queue or agent. After hours: play a closed message and route to voicemail. On holidays: use a custom holiday schedule with separate routing. Multiple time conditions can be stacked for complex coverage rules.

Upload a contact list and launch an automated outbound calling campaign. The system dials all numbers in the list, plays a pre-recorded message or connects to a live agent when answered. Set calling hours, retry rules for unanswered numbers, and maximum simultaneous call limits. Real-time dashboard shows answer rates, completed calls, and failures.

The predictive dialer uses AI to calculate the optimal number of simultaneous dials based on agent availability and historical answer rates. Agents spend nearly 100% of their time talking to real people: no waiting for rings, no voicemails, no busy signals. Automatically skips disconnected numbers, answering machines, and fax tones.

Send personalized SMS messages to hundreds or thousands of contacts simultaneously. Use merge fields to personalize each message with the recipient's name, company, or other data from your CSV. Delivery reports show sent, delivered, and failed status per number. Replies come in as inbound SMS to your dashboard.

Direct Inward System Access lets employees make outbound calls through the company phone system from any phone or location. Call the DISA number, authenticate with your PIN, and dial your destination. The recipient always sees your company caller ID: never your personal mobile number. Useful for remote workers and traveling staff.

Manage all outbound campaigns from a single dashboard. Create broadcast, predictive, or SMS campaigns. Upload contact lists, assign agent pools, set daily calling windows, define retry logic for unanswered numbers, and launch on a schedule. Monitor live progress with real-time charts for answer rate, agent occupancy, and completion percentage.

Click any phone number on a webpage or in your CRM to dial instantly through JotLink. No manual dialing, no copy-paste. The browser extension detects phone numbers automatically and turns them into clickable links. Works with all major CRMs and any webpage.

When the system detects an answering machine during an outbound campaign, it automatically drops a pre-recorded voicemail message without tying up an agent. Agents move on to the next live call immediately. Voicemail drop dramatically increases agent productivity during outbound campaigns.

Schedule a callback for any contact at a specific date and time. The system automatically alerts the assigned agent and dials the number at the scheduled moment. All scheduled callbacks appear in the agent's task queue with contact notes. Missed callbacks are flagged for follow-up.

Record every call automatically: inbound, outbound, or internal. Configure recording per queue, per extension, or globally. All recordings are stored securely in the cloud with no storage limit on standard plans. Play back directly in the browser, download as MP3, or feed into AI Analytics for automatic transcription and summary.

Supervisors can join any active call in three modes: listen silently without anyone knowing, whisper to the agent so only they hear the coaching, or barge in as a full participant. All three modes are available from the Live Calls dashboard with a single click. Essential for training new agents and handling escalations in real time.

The live dashboard shows every active call, queued caller, agent availability status, and current wait times updated in real time. Supervisors see the full picture at a glance: who is on a call, how long each caller has been waiting, which agents are idle, and how many calls have been handled today.

Every call generates a detailed record with: timestamp, duration, caller number, agent handled, queue or extension, call direction, disposition, and a direct link to the recording. Filter by any combination of these fields. View aggregate charts by time period, agent performance, or queue load. Export all data to CSV for external reporting.

Detailed per-agent performance metrics for any time period: total calls answered, average handle time, average talk time, missed calls, wrap-up time, and first-call resolution rate. Compare agents on a single chart, identify top performers and coaching opportunities, and track improvement over time.

Control what each user can see and do. Admins have full access to all settings and reports. Supervisors can monitor their team's calls, view reports, and coach agents. Agents see only their own call history and queue status. Custom permission sets available for complex organizational structures.

Connect JotLink to any SIP-compatible carrier or existing PBX hardware. Keep your current carrier contracts while gaining all JotLink features. Useful for transitioning from a legacy system gradually, or for using a preferred carrier for international call rates.

Full REST API for programmatic control of your phone system. Initiate calls, manage extensions, query call history, and configure routing rules from your own applications. Webhooks deliver real-time event notifications to your server when calls start, end, or are missed. Ideal for CRM integration and custom workflows.

Use JotLink from any device with no desk phone required. The desktop app runs on Windows and Mac; the mobile app works on iOS and Android. A browser-based softphone requires no installation at all. All devices ring simultaneously and you can switch mid-call between them.

Display live call center metrics on a large screen or TV for the whole team to see. The wallboard shows active calls, agents on calls, queue depth, average wait time, and today's total calls handled. Auto-refreshes every few seconds. Open the wallboard URL in any browser in fullscreen mode.

Agents set their availability status: Available, Busy, On Break, or Do Not Disturb. Status is visible to supervisors on the Live Dashboard and to teammates in the internal directory. Calls to a DND extension go directly to voicemail. Supervisors can override status in emergency situations.

Protect all admin and agent accounts with two-factor authentication. Users confirm login with a one-time code from an authenticator app or SMS. Admins can enforce 2FA for all users or specific roles. Sessions expire automatically after a configurable inactivity period.

Set threshold-based alerts so supervisors are notified the moment a KPI goes out of range. Alert on queue depth exceeding a limit, wait times passing a threshold, too many missed calls in an hour, or too few agents logged in. Notifications arrive by email or in-app in real time. Prevent SLA breaches before they happen.

Purchase local, mobile, or toll-free phone numbers in any country directly from the admin panel. Numbers are provisioned instantly. Assign to any service line, IVR, ring group, or extension. Manage billing, renew, or release numbers from the same screen. Supports number porting for existing numbers.

Bring your existing phone numbers to JotLink without losing your established caller relationships. Submit a porting request with your current carrier details and Letter of Authorization. Numbers continue working on the old carrier until porting completes. Track port status in real time from your dashboard.

The JotLink app works as a full-featured softphone on iOS, Android, Windows, and macOS. Make and receive calls, transfer, hold, conference, and record: all from your laptop or phone. No SIP configuration required. Agents working remotely have the same capabilities as those in the office.

Connect any SIP-compatible desk phone, IP phone, or existing SIP gateway to JotLink. Generate SIP credentials from the admin panel, enter them into the device, and it registers automatically. Supports Yealink, Grandstream, Poly, Cisco, and all other major SIP hardware brands. Keep using existing phones while gaining all JotLink cloud features.

Call any mobile or landline number in over 200 countries directly from your JotLink extension. Rates are transparent and per-minute with no hidden fees. Purchase prepaid call credits from the billing panel. Internal calls between JotLink extensions are always free regardless of country.

Create an extension for every user in your organization. Extensions can be 3 or 4 digits and call each other for free. Each extension gets its own voicemail, call forwarding rules, and availability status. Assign extensions to SIP desk phones, the softphone app, or both simultaneously.

Purchase toll-free numbers so customers can call your business at no cost to them. Available in 800, 888, 877, 866, 855, and 844 prefixes. Toll-free numbers are provisioned instantly and can be assigned to any IVR, queue, or extension. Inbound call costs are billed to your account at standard rates.

Purchase local numbers in virtually any city or region to establish a local presence for your business. Customers in that area see a familiar local caller ID when you call them, which significantly improves answer rates. Manage dozens of local numbers from a single account and route each one independently.

Enable SMS and MMS on your JotLink business numbers so customers can text you on the same number they call. Agents manage text conversations from the JotLink app alongside their calls. Supports inbound and outbound text messages, images, and file attachments. Full message history is logged per contact.

Keep agent personal numbers completely hidden from customers. All outbound calls display your business number as the caller ID regardless of which device the agent uses. Configure different caller IDs for different departments or campaigns. Agents working from personal phones never expose their real number.

Forward calls from any extension or number to another destination: another extension, mobile number, or external landline. Find Me Follow Me rings multiple devices in a custom sequence so you never miss a call. Set forwarding conditions: always forward, forward when busy, or forward when unanswered after a set timeout.

Connect JotLink to your existing telecom carrier via SIP trunk and keep your current call rates and volume contracts. JotLink provides all its features on top while your carrier handles the underlying PSTN connectivity. Ideal for businesses with existing carrier commitments or preferred international routing agreements.