Personal Phone Numbers (Direct Lines)
Give users their own direct numbers on top of call center queues and extensions. Direct calls ring their desktop app, SIP phone, and mobile app, with optional recordings visible only to that user.
Direct Phone Numbers
Personal DIDs that work alongside call centers and extensions
Direct Phone Numbers
On top of call centers and internal extensions, SimpleCallCenter lets you give people their own direct phone numbers — perfect for managers, accountants, consultants, or anyone who needs clients to reach them without going through a queue.
Direct Routing
A personal number works like a normal DID: customers dial the direct number and reach that person without hitting IVR or queues.
Perfect for Key Roles
Ideal for managers, accountants, consultants, or anyone who needs clients to reach them directly without going through call center queues.
Ring on All Devices
The call rings on all of the user's devices simultaneously
Desktop App
Direct calls ring on the desktop app, ensuring you never miss important calls when working at your computer.
SIP Hard Phone
Use any standards-compliant SIP desk phone with your direct number for a traditional office phone experience.
SIP Softphone
Use any SIP softphone on desktop or laptop, giving you flexibility to work from anywhere with your direct number.
Mobile App
Mobile app (Acrobits) on iOS/Android with push wake-up, so the app can be closed and still receive direct calls.
Coexists with Call Center Roles
Direct lines work seamlessly alongside call center agent and supervisor roles
Multi-Role Support
The same user can be a call center agent or supervisor and have a personal number. Both roles work simultaneously without conflict.
Queue Protection
Direct calls never "steal" agents from queue logic: if they're already handling a queue call, inbound direct calls won't pull them out of that conversation.
Call Waiting
Direct calls will show busy / call waiting depending on configuration, ensuring queue calls are never interrupted by personal calls.
Privacy-First Recording
Personal numbers also respect privacy with user-controlled recording
Optional Recording
Recording for personal numbers is optional and controlled by the user. They can turn it on or off for their direct line as needed.
Private Access Only
If recording is enabled on a personal number, those recordings are only visible to that user and do not appear in supervisor/admin QA views.
Excluded from QA
Personal number recordings are not used for call center scorecards or coaching, keeping private conversations separate from business oversight.
Safe Office Phone
People can safely use the platform as their own office phone without giving supervisors access to private conversations, while still letting the business fully monitor call center numbers.
Works With the Rest of the System
Personal numbers integrate seamlessly with other platform features
Caller ID for Outbound
Can be used as caller ID for outbound calls when the user calls "as themselves" instead of on behalf of a call center.
Warm Transfers
Any inbound call (from a customer or from a queue) can be warm-transferred to a colleague's direct number for seamless handoffs.
Free Extension Calling
Internal extension calling stays free: colleagues can still reach each other by extension even if they have personal DIDs.
Personal & Professional, All in One
So people can safely use the platform as their own office phone without giving supervisors access to private conversations, while still letting the business fully monitor and QA call center numbers.
Direct lines coexist with call center roles: the same user can be a call center agent or supervisor and have a personal number. Direct calls never "steal" agents from queue logic, ensuring queue calls are never interrupted by personal calls.