How It Works
Learn How It Works
Everything you need to know about managing your call center operations
Inbound Calls for Direct Phone Numbers
Direct Phone Numbers are personal numbers for a specific user (not a Call Center Direct Phone Number). The flow is intentionally simple.
1
Each Direct Phone Number has its own subscription
Every Direct Phone Number is a separate subscription: $7/month, which includes 1 Direct Phone Number and its included usage.
2
Calls go directly to the user
When someone calls a user's Direct Phone Number, the call is routed straight to that user in the app — no call center logic, no queues, no routing rules.
3
Optional recording (user-controlled)
If the user has recording enabled in the app, the call will be recorded. If not, nothing is recorded.
4
Private by design
Recordings for Direct Phone Numbers are treated as personal:
- the user can listen to the recording
- the user can share it (if they choose)
- no one else can access it — including admins and supervisors — because it's a personal number, not a business call center number.
5
Business call priority + call waiting rules
Call Center calls are treated as business-priority calls:
- If the user is on a personal (direct number) call and a Call Center call comes in, the user will see call waiting for the business call.
- If the user is already on a Call Center call, any new incoming call will receive busy.