Keep your phones, upgrade your call center

HOW IT ATTACHES

Works with the phone system you have

Your phones stay on your phone system. Nothing gets ripped out.
Inbound numbers point at the ACD. Each number goes to a menu, a queue, or a person.
The ACD sends queue calls to your phones. The next ready agent's phone rings.

Works with any VoIP phone system that accepts SIP calls to its extensions. Phones can also register straight to the ACD if you prefer. Bring your own SIP trunk.

SUPERVISORS AND MANAGERS

See every queue, agent, and call. Fix problems from your screen.

Live boards

Agents, queues, and calls, updating in real time, with filters.

Move a waiting call

Send a caller to another queue, to a chosen agent, or back to a menu in two clicks.

Bump a caller

Change a waiting call's priority.

Fix an agent's state

Log an agent in or out, or set Ready, Work, or Break from your own screen.

End a call

Hang up a live call from the board, with a confirm step.

Every call's story

Open any call and see its timeline: menu choices, queue visits, routing, who answered.

Reports by day

Agent, queue, and call reports with date presets, custom ranges, and filters. Queue numbers include average speed of answer, handle time, service level, abandon rate, and occupancy.

Permissions on every control

Each action above has its own permission. You decide who can see and do what.

Screenshot: live board coming soon

CALLERS AND AGENTS

Callers wait in line instead of hitting a busy signal. Agents work from a web page.

Queues with hold music

Callers wait in named queues until an agent is free. Upload your own music.

Phone menus built in the browser

Press 1 for sales, press 2 for billing. Change a menu, click Publish, done.

Place in line and wait estimate

Callers hear where they are and how long it will take.

Callbacks

Callers can hang up, keep their place, and get called back.

Agent states

Ready, Work, and Break, with wrap-up time after every call. Agents log in from the browser or their phone and see their own numbers all day.

Voicemail to email

Mailboxes for a person, a queue, or a team. Messages land in email with the recording, and the text if you want it. You choose which mailboxes send email and how long messages are kept.

BUILT IN

AI built in

Voice prompts from typed text

Type the greeting, pick a voice, get the audio. English, Spanish, or French. No studio, no recording session, and you can change a prompt in minutes.

Voicemail as text

Every voicemail can arrive in email with the text and the audio file, so nobody has to dial in to listen. Text is in English.

WHO BUILDS IT

Built and supported by the engineers who wrote it

Buildable is a software engineering firm in McMinnville, Oregon. Buildable ACD is one of our products. The software engineers who wrote it are the ones who support it, so when you talk to us about a queue, a menu, or your phone system, you are talking to people who work in the code every week.

FOR INSTALLERS AND RESELLERS

One install, many companies

One install can serve many companies or departments, each kept apart with its own queues, menus, prompts, users, and permissions. New sites start from a template. Each site's rules, like work modes and voicemail, are set once from one screen. Watch the live boards for one customer or all of them from the same login. Built for installers and resellers who support more than one customer.

WHERE IT FITS

Any team that answers calls

Support desk

Twenty agents across sales, support, and billing queues. The supervisor watches all three on one live board, moves a stuck caller from support to billing, and pulls the day's queue report at five. Callers who would rather not wait ask for a callback.

Dental front desk

A greeting and a menu (press 1 for appointments, press 2 for billing) made from typed text. Callers wait with music, hear their place in line and the wait, or ask for a callback. The front desk sets Work mode while helping a patient at the counter and goes back to Ready when free. Missed calls land in email as text.

Pharmacy

Callers wait in a queue or ask for a callback. The pharmacist sets Work mode while filling, so calls hold with a real wait estimate instead of ringing through. Prompts in English and Spanish from typed text.

Restaurant reservations

A menu sends reservation calls to the host stand queue and takeout calls to the kitchen line. Callers hear music and their place in line during the rush, or take a callback.

Ready to add the ACD to your phones?

Bring your PBX make, model, and seat count and we will tell you what attaching the ACD looks like.

Discuss your phone system

Ready to work with us?

Request a quote for your next project

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