A softphone in the browser
Take and make calls in the same window the tickets are in. Hold, mute, blind and consulted transfer.
Telephony
The phone stops being the channel without a record
Calls come in, get answered, get transferred. And in the end they sit written up next to the emails, in the same customer timeline.
Telephony is part of the Enterprise plan.
The rule
Every inbound call opens its own ticket
Not only the answered ones. A call that rang out is recorded as a ticket exactly like an answered one, because the missed call is the enquiry that vanishes most easily.
That means one conversation can produce more than one ticket: a person calls twice and gets through the second time. This is expected. It is exactly why merging exists and why merging can be undone. Nothing is deleted; one ticket simply points at the other.
What you get
An exchange managed from inside ZynTrail
Queues
A group of agents answering one number. Ring everyone at once, take turns, or send to whoever has been free longest.
Extensions
One extension per person, enforced by the exchange, so a transfer reaches a person and not a guess.
Inbound routes
Which number lands in which queue, at which hours, and what happens outside them.
Business hours and holidays
Set once. Calls outside them follow the route you chose instead of ringing in an empty room.
Call recordings
They stay in the exchange and are fetched through ZynTrail. A link to a recording never leaks your telephony credentials to the browser. The company switches recording on and off itself.
The Telephony screen
Four tabs, and the company sets up everything itself
The numbers come from us. Who answers them, at which hours and which extension each agent dials out with is decided by you, on this screen.
Which number lands in which queue or extension. One number has one route.
When the phone rings
Five steps between the ring and the ticket
- 01
The exchange takes the call
It follows your route: this number, at this hour, to this queue.
- 02
ZynTrail finds out, two ways
The exchange pushes the event at once, and ZynTrail also pulls the event queue itself every 30 seconds. A pushed event that did not arrive is caught by the pull.
- 03
The event is applied exactly once
However many times one event is delivered, it enters your data once. Two deliveries of one call cannot become two calls.
- 04
A ticket opens
On the final event, completed or missed. The call, its duration and the recording take their place in the customer timeline.
- 05
Somebody answers the enquiry
By phone, by email or on the channel the customer prefers. The ticket is the same in every case.
Before the decision
The details people ask about first
- Where the phone runs
- in the browserno desk phone and nothing to install
- Queue strategies
- 3ring all, round robin, longest available
- Extensions per agent
- 1enforced by the exchange
- Backup channel for events
- every 30 sso one failed webhook cannot lose a call
- Duplicate protection
- exactly once
- Recordings
- via signed link
- Desk phones
- supportedthey register like any other extension
- Included in
- Enterprise€279 a month
Frankly
Two ways to connect telephony, and they are not equal
ZynTrail Voice is our own exchange and everything above describes it: queues, extensions, routes, business hours and holidays are managed from inside ZynTrail, calls become tickets, and the second event channel makes sure nothing is lost quietly.
Twilio is also supported, for teams already on it. It records the call and puts it in the timeline, and the softphone works. But it does not open tickets, and hold and consulted transfer are not available that way. We would rather write it here than have you discover it in week two.
Questions about telephony
Before you write to us
Do we have to change our phone numbers?
No. Numbers are ported or forwarded to the exchange. Customers keep dialling what they have always dialled.
What has to be on the agent's desk?
A browser, a headset and a decent network. The softphone runs in the same window as the tickets. Desk phones work too; they register with the exchange like any other extension.
What happens to a call outside business hours?
It follows the route you set for those hours: voicemail, another queue or another number. Holidays are set separately from the weekly schedule.
Where are the recordings kept?
In the exchange. ZynTrail fetches them on request over its own connection, so your telephony credentials never reach a browser.
See it against your own case
Tell us how many people answer customers and which channels the enquiries arrive on. We will show you the same screens your team will work in, with your case rather than a demo script.
Every plan starts with 30 days of full access to the product, every feature included.