Phones & Dialler
A predictive dialler built for large call centres.
CallableCloudPhone is dialling infrastructure for contact centres at scale. Agents work from a locked workstation with deterministic queue control and an enforced wrap gate. Supervisors monitor and whisper on any live call. Every call is recorded, transcribed and kept under a policy you set. The ACMA calling envelope and DNC screening are enforced at the platform layer. An operator cannot widen them. It runs on carrier infrastructure CallableAI owns, under contractual uptime.
Built for floors where a dropped call is a compliance event. Where an hour down is a budget line. Deterministic queue control. Enforced wrap. Supervisor oversight on every live call. A compliance envelope no operator can widen. All on carrier infrastructure we own and answer for.
CloudPhone · routing
Incoming: 07 3555 0192
ring 1
New enquiry
→ Ivy · AI Voice Agent
Existing customer
→ Sarah · Front desk
After hours
→ AI Voice Agent + voicemail sync
Key facts
- Dialling
- Power, parallel and predictive — all three modes available source
- Compliance
- ACMA envelope in the called party's local time, non-overridable; DNC screened at queue and at dial source
- Oversight
- Live monitoring and whisper on any call; full recording, transcript and outcome on every one source
- Numbers
- Geographic landline, local, mobile and 1300, plus a direct line per seat source
- Infrastructure
- Callable-operated carrier — no third-party trunk in the path source
- Mobile
- iOS and Android apps in development — desktop and browser available today
Last reviewed
How it works
Three moves. That's the whole trick.
01
Agents work a locked workstation
One full-screen page: the queue, the contact, the script, the disposition. No tab-switching. No way to skip the wrap-up. The next call does not arrive until the last outcome is recorded. So disposition data is complete by design, not by policing.
02
The platform controls the pacing
The dialler pulls the next contact, places the call and bridges the agent in before it rings. DNC is screened when a contact is queued and again at the moment of dialling. Calling hours are enforced in the called party's own timezone. Neither check can be turned down.
03
Supervisors see it while it happens
Live monitoring and whisper on any call in progress. Live queue and presence state across the floor. Recording, transcript and outcome kept on every call for review and dispute.
Capabilities
What it does all day.
Agent workstation with enforced wrap
A locked, full-screen dialling console. The wrap gate is structural, not procedural. No next call is released until a disposition is committed. That makes floor reporting trustworthy without staff spent policing it.
Power dialling
The queue keeps moving with no manual dialling. Agents are bridged before ringback. They pause against reason codes for shrinkage reporting and resume mid-queue. Queue state survives page reload, connection loss and shift handover.
Parallel dialling
One shared queue across the whole floor. Several lines dial at once. The first free agent is bridged to the first call that connects. Abandonment is metered against the ACMA ceiling as the queue runs. So throughput is bounded by the rule, not audited against it later.
Predictive pacing
Dial-ahead pacing driven by live connect and handle rates. Agent idle time stays near zero, inside the abandonment ceiling. It runs on the same pacing engine as the AI campaigns. So human and AI dialling are governed by one set of controls.
Early hangup detection
A call that ends before or right at connect is flagged as its own event. It is not folded into short calls. So abandonment reporting stays accurate against the ACMA ceiling. A spike in early hangups shows up the same shift, not next week.
Live monitoring and whisper
Supervisors join any live call silently, or coach the agent on a channel the customer cannot hear. Used for new-starter ramp, dispute checks and QA sampling on real traffic, not recordings after the fact.
Compliance enforced at the platform
The ACMA calling-hours envelope is applied in the called party's local time and cannot be widened. A per-agent schedule can only narrow it. DNC is screened at queue time and again at dial time. A list that went stale between the two is still caught.
Complete call record
Recording, transcript, disposition and outcome on every call. Encrypted at rest, under retention you set. The record is the same whether a person or an AI Voice Agent took the call. That makes a blended floor auditable as one operation.
AI summaries, on every call
Human-agent calls get the same AI summary and outcome extraction as AI Voice Agent calls. Nobody writes call notes by hand. Task Agents then run on that data as they do on the AI side. Compliance audits, lead allocation, coaching flags, pointed at the human floor too.
Reporting built for your floor, not a template
Describe a report once, in plain English: the metrics, the cut, the schedule. It is delivered where you want it. Not built from a fixed set of dashboard widgets everyone gets.
Deterministic routing
Direct inward dialling per seat, named department groups, and multi-step ring plans that fire in a set order. Sequential, simultaneous or skills-based. First acceptance wins on an atomic claim. Two agents can never both believe they hold the call.
Click to dial
Any contact anywhere: a queue entry, a search result, a record synced through a connector. One click from a call. No keypad, no re-typing, no separate softphone.
Direct line per seat
Every agent has their own number and caller ID. Reachable directly, not through a switchboard. It follows them across desktop, mobile and existing SIP handsets.
The same connector suite, reaching the dialler
The catalogue behind AI Voice Agents reaches CloudPhone too. A lead in HubSpot, Pipedrive or a spreadsheet becomes a queue entry and a click-to-dial contact. Nobody re-keys it. Every call's outcome writes back to the record it came from.
Full AU number inventory
Geographic landlines for local presentation. Mobile numbers for answer rate. 1300 hotlines for inbound. Port existing ranges or provision new ones. Number type is classified at ingest, not assumed.
Dynamic number pools
Outbound presentation rotates across a pool by a weighted least-used selector. No single line carries enough volume to attract carrier spam labelling. Usage is counted per number, not spread round-robin.
Spam-label detection and defence
Outbound numbers are monitored for carrier spam flags. A flagged number is rotated out of the active pool automatically. It does not quietly drag down answer rates until someone notices.
Two-way SMS and MMS
Messaging on the same numbers the floor dials from, in the same call history. Follow-up after a missed call needs no second vendor or number range.
Owned carrier path
CallableAI operates the carrier layer. No reseller trunk between you and the network. Nothing taking a margin, capping concurrency, or hiding why a call failed.
Configured by saying what you want, not clicking through settings
Ring plans, escalation rules and reporting are described in plain English and built for you. Changing a hunt group is a sentence, not a hunt through settings.
iOS and Android appsIn development
The dial kiosk and softphone, native on a phone. For supervisors off the desk, and reps who take calls outside it.
Questions
Asked often. Answered straight.
More detail lives in the documentation, or ask us directly via support.
A real dialler, in all three modes: power, parallel and predictive. Agents work a locked workstation. The system controls pacing and bridges them before ringback. A structural wrap gate holds the queue until a disposition is committed.
Deployed white glove. Backed by an SLA.
CallableAI is for businesses that need quality, volume and compliance at once. Bring us your requirements. We scope the deployment, the rollout and the SLA with you.