How It Works

Learn how SimpleCallCenter helps you manage 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.