Funktionen

Comprehensive metrics covering call activity, status durations, messaging statistics, occupancy rates, and response success - the most detailed report type available.

View who is available, on a call, on break, or in wrap-up - in real time. Supervisors make informed routing decisions instantly.

Bleiben Sie mit Push-Benachrichtigungen für eingehende Anrufe und Nachrichten verbunden. Verwalten Sie Kontakte und verpassen Sie keine wichtige Interaktion – auch unterwegs.

Listen in silently for quality assurance or whisper guidance during difficult conversations. Supervisors support agents in real time without disrupting the customer.

Apply one or more tags to any call so your team can search, filter, and report by category. Tags make it simple to track call types, campaigns, or topics across your organisation.

Access every call's full flow, duration, participants, tags, comments, and recording. Filter by date, direction, status, agent, or number to find exactly what you need.

Dial a short code to answer a call ringing on another extension. Ideal for open-plan offices where team members assist each other.

Route incoming calls using round-robin, longest idle, skills-based, or priority-based strategies. Configurable timeouts and failovers ensure no caller waits indefinitely.

Forward calls to mobiles, external lines, or other extensions based on per-user rules. Callers always reach someone, even when the primary agent is away.

Set priorities, due dates, and tags. Link tasks to contacts, companies, and deals so all related work is visible on each record's detail page.

Play a short announcement to agents before connecting outbound calls. Campaign name, caller details, or custom context - agents are prepared before the conversation starts.

Sales teams can display local numbers, support teams a helpline number, and agents their direct line - all from the same system.

Callers can hang up and receive a return call when an agent becomes available. Queue abandonment drops and customer satisfaction improves.

Receive notifications the moment a call goes unanswered. Your team can follow up promptly, reducing lost leads and unresolved enquiries.

Agents set their status to DND for uninterrupted focus time. Usage is tracked in reports so managers can monitor patterns.

SRTP protects calls from eavesdropping and tampering. Sensitive business conversations stay private and secure.

Click any phone number in Hipcall or on any webpage via the Chrome extension. The call initiates instantly through your web phone or registered device.

Enable screen pops, click-to-call, and automatic caller identification within your CRM or helpdesk. Streamline workflows and reduce manual data entry.

Store detailed records with custom fields, tags, and lifecycle tracking. Merge duplicates, perform bulk operations, and track every interaction across channels.

Agents select a result category after each call — successful, follow-up required, not interested. Structured outcome data feeds directly into your reports and analytics.

Route calls through mobile networks using Fixed Cellular Terminals. Combine cloud flexibility with GSM coverage and cost advantages.

Define opening times per number and day of week. After-hours calls route to voicemail, an out-of-hours greeting, or an emergency line automatically.

Automatically record inbound and outbound calls. Recordings are stored securely and accessible directly from the call detail record.

Export call recordings to external infrastructure for long-term retention and compliance. Maintain full control over sensitive audio data.

Link a desk phone and mobile, or primary and backup agents, so every incoming call rings on both. Calls are always answered by someone.

No artificial limits on the number of calls your team can manage at once. Your business never misses a beat during peak hours.

Display the caller's name, company, recent interactions, and open tickets automatically. Agents are prepared before the conversation even begins.

Connect to Slack, Telegram, Google Chat, and more with one click. Each integration sends real-time notifications when calls, contacts, deals, or tasks change.

Automatically direct callers to their assigned account manager, last spoken agent, or a destination from an external service - no keypress menus needed.

Create multi-level voice menus with custom prompts and keypress options. Callers reach the right department faster, reducing wait times and improving their experience.

Get virtual phone numbers from multiple countries. Customers see a familiar local or toll-free number, regardless of where your team is based.

Bleiben Sie mit Push-Benachrichtigungen für eingehende Anrufe und Nachrichten verbunden. Verwalten Sie Kontakte und verpassen Sie keine wichtige Interaktion – auch unterwegs.

Add a network-level security boundary so your account is only accessible from approved locations. Ideal for regulated industries and security-conscious organisations.

Build contact lists from your CRM, set calling schedules, and track progress in real time. Automatic contact locking prevents duplicate calls across agents.

Dedicated conference rooms support up to ten participants. Dial in from a desk phone, mobile, or browser for internal meetings or client calls.

Direct incoming calls to the assigned account manager or last handler automatically. Every caller gets a personalised experience from the moment they ring.

Connect multiple locations under a single phone system. Calls between branches and extensions cost nothing, reducing telephony spend.

Add a configurable chat widget to your site. Manage conversations from the same unified inbox used for WhatsApp and other channels.

A TV-optimised view shows key metrics, queue status, and agent availability in a large, readable format designed for shared workspaces.

See which agents are on calls, how long callers have been waiting, and filter by number, team, or agent. The dashboard auto-refreshes every few seconds.

Offer customers familiar local numbers so they're more likely to answer and call back. Available across multiple countries and area codes.

Create and manage multiple greetings for different scenarios, departments, or times of day. Switch between them with a single click.

Create IVR announcements and greetings in English, French, German, Dutch, Spanish, and more - without separate phone systems per market.

A configurable wrap-up period lets agents complete notes, update records, and set disposition codes without being interrupted by the next call.

Give users, teams, greetings, voicemail boxes, and conference rooms their own extension numbers. Transfers and routing flows become simple and flexible.

Track inbound and outbound volume, answered and missed calls, talk duration, and SLA compliance for every number in your account.

Track conversation counts, closure rates, chatbot resolution, abandoned conversations, average duration, and total message volumes across all inboxes.

Review recorded calls and score agents against defined criteria. Build a consistent, measurable approach to coaching and performance improvement.

Manage users, calls, contacts, tasks, deals, and more with standard HTTP requests. Supports API key and OAuth 2.0 authentication with Swagger documentation.

Create custom roles with granular permissions across six categories. Every team member gets precisely the access they need - no more, no less.

Automatically route callers back to the person they last spoke with. Customers pick up exactly where they left off, with no need to repeat themselves.

See at a glance which missed calls have been followed up and which still need attention. Managers get clear visibility into lead response times.

Group extensions so they ring together or in order. Any available team member can pick up, meaning faster answers and fewer missed calls.

Define stages that match your process, assign deals to reps, track values, and analyse lost reasons. Every deal links to its contacts and companies.

Integrate existing hardware with your cloud system. Each SIP connection has its own credentials, termination settings, and extension number.

Measure the percentage of calls answered within your target time. Identify underperformance periods and generate reports proving your team's responsiveness.

Connect your SMS provider, configure sender IDs, and manage messaging in one place. Every message is logged and searchable for a complete communication history.

Add numbers to a centralised denylist to stop spam and nuisance calls. Blocked callers hear a rejection message and your agents are never interrupted.

See each agent's call count, answer rate, talk time, and availability. Balance workloads and identify top performers with extension-level data.

Create announcements using AI voices from ElevenLabs, OpenAI, or Amazon Polly. Choose the voice, tone, and language that fits your brand.

Create audio using ElevenLabs, OpenAI, or Amazon Polly. Choose natural-sounding voices, multilingual support, or cost-effective high-volume generation.

Create tickets from calls, emails, or chats. Assign to groups, communicate via built-in email, and monitor status with tags, types, and sources.

Users must provide a second factor beyond their password. Even if credentials are compromised, accounts remain protected.

Trigger automated CSAT surveys immediately after calls. Get direct, actionable feedback on service quality and individual agent performance.

Each voicemail box has a customisable greeting and configurable actions - email notification, follow-up task, or both. Users control their own voicemail settings.

Monitor inbound volume, answered and missed calls, average handle time, and over 30 agent-level metrics - broken down by hour, day, week, or month.

Announce queue position and estimated wait time automatically. Transparency reduces frustration and lowers abandonment rates.

Upload your own music or announcements to reinforce your brand. Keep callers engaged while they wait in a queue or on hold.

Control your phone system, call centre, contacts, tickets, deals, and settings from one responsive interface that updates in real time.

Receive browser notifications for incoming calls, new messages, and important events - even when the Hipcall tab is not in focus.

Subscribe to 13 event types - call started, contact created, deal updated, and more. Send JSON payloads to any HTTPS endpoint for custom automation.

High-quality audio via WebRTC with a full-featured dialpad, call transfer, hold, and mute. No plugins or desk phones required.

Manage all WhatsApp conversations collaboratively with text, images, documents, and media support. Conversations are created automatically when customers message you.

Connect your WhatsApp Business account and handle messages collaboratively. Support text, images, documents, audio, and video in one interface.

Organise articles into categories, support public help centres and internal wikis, and enable AI-powered semantic search for more relevant results.