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UCaaS Features

Core Calling & Voice Features

  • Unlimited inbound & outbound calling

  • Nationwide local (DID) numbers

  • Toll-free numbers (8xx)

  • Porting of existing phone numbers

  • CNAM (Caller ID name) support

  • Custom outbound caller ID per user or per call

  • E911 (Enhanced 911) with dynamic address management

  • Emergency call routing and alerts

  • Call parking and call retrieval

  • Call hold with custom music or messaging

  • Call forwarding (always, busy, no answer)

  • Call waiting

  • Speed dialing

  • Do Not Disturb (DND)

  • Intercom paging

  • Group paging

  • Hunt groups (linear, round-robin, simultaneous)

  • Ring groups with failover logic

  • Call flip (move a call from desk phone to mobile mid-call)

Advanced Call Routing & Logic

  • Time-of-day routing

  • Day-of-week routing

  • Holiday schedules

  • Emergency schedules

  • After-hours call flows

  • Business hours overrides

  • Multi-level call trees

  • Failover routing to mobile, voicemail, or external numbers

  • Call throttling

Auto Attendants (IVRs)

  • Multi-level auto attendants

  • Dial-by-name directory

  • Dial-by-extension

  • Business hours greetings

  • After-hours greetings

  • Holiday greetings

  • Emergency announcements

  • Custom professionally recorded prompts

  • Text-to-speech prompts (optional)

  • Separate greetings per DID

  • Call recording disclaimers

  • Language-specific menus (English/Spanish, etc.)

Voicemail Features

  • Individual voicemail boxes

  • Shared voicemail boxes

  • Voicemail-to-email delivery

  • Voicemail transcription

  • Visual voicemail (portal & app)

  • Message forwarding

  • Voicemail greetings (multiple)

  • Busy voicemail vs no-answer voicemail

  • Voicemail PIN security

  • Message timestamping

  • Voicemail notifications

Mobility & Remote Work

  • iOS & Android mobile app

  • Desktop soft phone (Windows & macOS)

  • Web-based calling (browser)

  • Simultaneous ring (desk + mobile)

  • Wi-Fi calling

  • Cellular fallback

  • Work-from-home friendly by design

  • Up to 10 devices per extension (set up a desk phone  at home)

User & Admin Portal

  • PBX admin portal

  • Role-based permissions

  • User self-service options

  • Extension management

  • DID assignment

  • Password resets

  • Device status visibility

  • Real-time call status

  • Call history logs

Call Queues (ACD)

  • Advanced call queues

  • Agent login/logout

  • Agent pause/reason codes

  • Music on hold per queue

  • Estimated wait time announcements

  • Position-in-queue announcements

  • Queue callback options

  • Queue overflow routing

  • Priority callers

  • Skill-based routing

  • Queue statistics & analytics

  • Whisper messages to agents

  • Barge-in & monitoring (permissions-based)

Call Recording

  • On-demand recording

  • Always-on recording

  • Per-user recording rules

  • Per-queue recording rules

  • Recording announcements

  • Secure storage

  • Downloadable recordings

  • Playback in portal

  • Compliance-friendly controls

  • Retention policy management

Faxing

  • Cloud fax

  • Fax-to-email

  • Email-to-fax

  • Virtual fax numbers

  • HIPAA-friendly options

  • No physical fax machine required

  • Advanced / Optional Capabilities

  • SMS & MMS texting (SkySwitch SMS)

  • Team chat (depending on deployment)

  • Presence indicators

  • Unified communications roadmap features

  • Custom development options

  • Vertical-specific configurations (medical, legal, education, etc.)

It’s never too late to prioritize your

Business Communication.

​

Let CSII handle the switch from the

“big provider” today.

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Stop being a number in a queue.
Start being a priority.
That’s the CSII difference.

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