Calisto Voice.
Calling and PBX for Calisto Work. Inbound and outbound calls, extensions, ring groups, call flows, queues, conference, voicemail, routing, and supervisor tools. 531 global destinations. Number porting, masked calling, local presence. Call analytics, SLA management, quality monitoring, and transcription. 31 app surfaces in one phone system.
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global calling destinations
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app surfaces (calls, extensions, queues, supervisor, analytics, and more)
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ring strategies (simultaneous, sequential, round robin, least recent, weighted)
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supervisor monitoring modes (listen, whisper, barge)
Inbound, outbound, and scheduled callbacks.
VoiceCallsClient at /voice/calls. VoiceLogsClient at /voice/logs. VoiceCallbacksClient at /voice/callbacks. Three call directions, full call log with search and filtering, and a callback queue with agent claim.
Inbound
Incoming calls route through ring groups, queues, or direct extensions. Contact record loaded on ring. Full interaction history visible before answer.
Outbound
Click-to-call from any contact record, deal, or booking. Caller ID set per number or per team. Call activity logged to the contact timeline automatically.
Callbacks
Queue-initiated or agent-scheduled. Callers request a return call instead of holding. Pending list with contact, time, and reason. Agents claim from a shared queue.
Call log capabilities
Four extension types. 531 destinations. Masked and local presence.
VoiceExtensionsClient at /voice/extensions. VoiceNumbersClient at /voice/numbers. VoicePortingWizard at /voice/port. VoiceMaskedClient at /voice/masked. VoiceLocalPresenceClient at /voice/local-presence.
User
Individual team member line
Ext 101Department
Group ring across multiple members
Ext 200Shared Line
Multiple users on one extension
Ext 300Voicemail
Record-only, no live agent
Ext 900Number Provisioning
Provision local, toll-free, and international phone numbers from the dashboard. Assign to extensions, ring groups, or queues.
Number Porting
Port existing phone numbers in through a guided wizard. Status tracking from submission through carrier confirmation to activation.
Masked Calling
Temporary virtual numbers for field services, deliveries, and appointments. Both parties route through a proxy number. Session expires on completion.
Local Presence
Display a local area code when calling contacts in different regions. Automatic number selection based on the destination area code.
Numbers and extensions
Extensions, ring groups, call flows, queues, and conference. One dashboard.
Four extension types distribute calls across users, departments, shared lines, and voicemail-only endpoints. Five ring strategies control how each group answers. Visual call flow editor handles routing logic without code.
Five ring strategies. Priority queues. Overflow routing.
VoiceRingGroupsClient at /voice/ring-groups. VoiceQueuesClient at /voice/queues. VoiceQueueEditorClient at /voice/queues/[id]. Ring groups distribute calls across team members. Queues hold callers until an agent is available.
5 Ring Strategies
Call Queue Engine
Position Announcements
Callers hear their position in the queue at configurable intervals.
Max Wait Time
Configurable queue depth and wait-time thresholds. Overflow to voicemail, callback, or alternate group.
Hold Experience
Custom hold music and periodic announcements. Upload audio or select from the built-in library.
Callback Option
Callers request a callback instead of waiting. Position preserved. Agent notified on their turn.
Priority Queues
VIP callers, return callers, or tagged contacts routed ahead of general queue entries.
Overflow Routing
When queue capacity is reached, calls route to a secondary group, voicemail, or external number.
Queue capabilities
Visual call flow editor. Condition branches. No code.
VoiceCallFlowsClient at /voice/call-flows. VoiceCallFlowEditorClient at /voice/call-flows/[id]. Multi-step IVR automation with drag-and-drop nodes, business hours logic, DTMF input, and fallback routing.
Flow editor capabilities
On-demand rooms. Per-participant controls. Full recording.
VoiceConferenceClient at /voice/conference. Multi-party conference calling with real-time participant management, room locking, and automatic transcript generation.
Room Creation
On-demand conference rooms. No bridge codes, no third-party service. Invite by extension or external phone number.
Participant Grid
Live view of all participants. Status indicators for speaking, muted, and on hold.
Per-Participant Controls
Mute, unmute, or remove any participant. Lock the room to prevent new joins.
Conference Recording
Record the full session. Transcript generated automatically after the call ends.
Transcribed inbox. Pre-recorded drops.
VoiceVoicemailClient at /voice/voicemail. VoiceVoicemailDropClient at /voice/voicemail-drop. Voicemail with automatic transcription and a drop library for outbound pre-recorded message delivery.
Voicemail Inbox
Centralized inbox with playback, transcript preview, and contact linking. Filter by extension, date, or read status.
Voicemail-to-Text
Automatic transcription of every voicemail. Searchable text attached to the contact record.
Custom Greetings
Per-extension and per-group greetings. Upload audio files or record directly from the dashboard.
Voicemail Drop
Pre-recorded messages delivered directly to a contact voicemail without ringing. Select from a library of saved recordings per campaign or purpose.
Voicemail capabilities
Priority rules. Condition matching. Three transfer modes.
VoiceRoutingRulesClient at /voice/routing. VoiceTransferClient at /voice/transfer. Condition-based routing with priority ordering and three transfer types for live calls.
Priority Routing Rules
Rules evaluate in priority order. First match wins. Business hours, caller identity, dialed number, and queue state all available as conditions.
Transfer Modes
Blind Transfer
Immediate handoff to another extension or external number. No consultation.
Attended Transfer
Agent consults with the recipient before completing the transfer. Caller on hold.
Queue Transfer
Move a caller directly into a queue. Position and wait-time rules apply from entry.
Available Conditions
- Caller identity (VIP, new, returning)
- Dialed number / DID
- Business hours and timezone
- Queue depth and wait time
- Agent availability and skill tags
- Holiday schedule overrides
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extension types (user, department, shared line, voicemail)
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webhook event types
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platform product interconnects
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call source attribution parameters
Live agent grid. Whisper coaching. Barge-in. SLA breach alerts.
Real-time agent status with monitoring modes that activate without caller awareness. Quality scoring per call. SLA compliance tracking with automatic escalation. Full-funnel call source attribution.
Live monitor. Three modes. Whisper, barge, assist.
VoiceSupervisorClient at /voice/supervisor. VoiceWhisperBargeClient at /voice/whisper-barge. VoiceLiveAssistClient at /voice/live-assist. Real-time agent status grid, three monitoring modes, and in-call assist tools.
Live Assist
- Real-time suggested responses during calls
- Contact record and history sidebar
- Quick-action buttons (transfer, hold, mute)
- Notes and disposition codes
- Post-call wrap-up timer
MOS scoring. Breach alerts. Compliance reporting.
VoiceQualityClient at /voice/quality. VoiceSlaClient at /voice/sla. Per-call quality metrics and configurable SLA targets with automatic breach detection.
Call Quality Metrics
MOS Scoring
Mean Opinion Score tracked per call. Automatic flagging when scores drop below configurable thresholds.
Jitter Monitoring
Per-call jitter measurement in milliseconds. Historical trends for network quality assessment.
Packet Loss
Percentage of lost packets per call. Alerts when loss exceeds acceptable levels for voice clarity.
Latency Tracking
Round-trip delay measurement. End-to-end latency logged per call for quality audit.
SLA Management
Target Configuration
Set answer-time targets per queue or ring group. Percentage thresholds for compliance reporting.
Breach Alerts
Automatic notifications when SLA targets are missed. Configurable escalation chains.
Compliance Reporting
Daily, weekly, and monthly SLA compliance rates. Drill-down by queue, agent, and time window.
Response Time Tracking
Time-to-answer, time-in-queue, and handle-time metrics against defined targets.
UTM-style call tags. Campaign-to-deal attribution.
VoiceAnalyticsClient at /voice/call-analytics. VoiceTrackingClient at /voice/tracking. Call source attribution with four tag parameters, full-funnel tracking from impression to closed deal, and per-agent performance analytics.
Call Source Tags
Campaign-to-Deal Funnel
Analytics capabilities
Every call transcribed. Booking intent extracted by Calisto AI.
VoiceTranscriptionClient at /voice/transcription. VoiceAIBookingClient at /voice/ai-booking. Automatic transcription with full-text search and AI-powered appointment extraction from call content.
Call Transcription
Every call transcribed automatically. Full-text search across the transcript database. Linked to the contact record and call log entry.
Searchable Archive
Keyword search across all transcripts. Filter by agent, date range, contact, or call direction. Results link to the original recording.
Appointment Extraction
Analyzes call transcripts for booking intent: date, time, service, contact. Draft appointments created with confidence scoring. Manager approval before commit.
Disposition Tagging
Automatic topic and sentiment tagging per transcript. Categorization feeds into analytics dashboards and quality review.
Transcription and booking
Eight event types. Signed payloads. Retry delivery.
VoiceWebhooksClient at /voice/webhooks. Event-driven integrations with external systems. HTTPS POST delivery with signature verification, retry logic, and per-endpoint event filtering.
Webhook capabilities
Every call anchored to a contact record.
Inbound calls resolve to Contact records pre-answer. Call activity, recordings, and transcripts write to Contacts, Deals, Inbox, Ops, Calendar, Signal, Pulse, and Navigator. No integration layer. No sync delay.
Eight product connections. One contact record.
Every call resolves to a Contact record. Call activity, recordings, transcripts, and extracted appointments write across the platform in real time. No integration layer. No sync delay.
Contacts
Every call resolves to a Contact record. Inbound caller lookup pre-answer. Call activity, recordings, and transcripts write to the contact timeline.
Deals
Outbound calls log to the active Deal with source attribution. Call outcomes update deal stage progression.
Inbox
Voicemail transcriptions route to the Inbox queue. Missed calls create conversation threads for follow-up.
Ops
Call events trigger task creation and status updates. Dispatch coordination calls link to job records.
Calendar
AI-extracted appointments from call transcripts create draft calendar events. Booking confirmations sync bidirectionally.
Signal
Missed calls, voicemails, and SLA breaches fire Signal alerts. Configurable rules per event type.
Pulse
Call volume metrics feed into Pulse dashboards. Real-time call activity visible in operational views.
Navigator
Call tracking tags align with Navigator attribution models. Phone conversions counted alongside digital.
Calisto Voice vs. standalone phone systems.
Feature comparison between Calisto Voice (built into the platform) and a typical standalone business phone system requiring separate CRM integration.
By the Numbers
Free team calling. External at per-minute rates.
Internal calls are always free via LiveKit. External calling through DIDWW with no minimums or commitments.
Voice
Business phone system with PBX and 531 global destinations.
Part of Work Suite
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