CallableAI CloudPhone
A modern predictive dialler, hardened for large call centres.
CallableCloudPhone is dialling infrastructure for contact centres operating 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 retained under a policy you set. The ACMA calling envelope and DNC screening are enforced at the platform layer and cannot be widened by an operator. It runs on carrier infrastructure CallableAI owns, under contractual uptime.
Built for operations where a dropped call is a compliance event and an hour of downtime is a budget line. Deterministic queue control, enforced wrap discipline, supervisor oversight on every live call, and a compliance envelope no operator can widen — 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 and 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 construction rather than by supervision.
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 is configurable downward.
03
Supervisors see it while it happens
Live monitoring and whisper on any call in progress, live queue and presence state across the floor, and recording, transcript and outcome retained 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 subsequent call is released until a disposition is committed, which is what makes floor-level reporting trustworthy without headcount spent policing it.
Power dialling
Continuous queue progression with no manual dialling. Agents are bridged before ringback, 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 a whole floor, dialling multiple lines concurrently and bridging the first available agent to the first call that connects. Abandonment is metered against the ACMA ceiling as the queue runs, so throughput is bounded by the rule rather than audited against it afterwards.
Predictive pacing
Dial-ahead pacing driven by live connect and handle rates, holding agent idle time near zero while staying inside the abandonment ceiling. It runs on the same pacing engine that dispatches the AI campaigns, so the human and AI rails are governed by one set of controls.
Early hangup detection
A call that ends before or immediately at connect is flagged as its own event, not folded into ordinary short calls — so abandonment reporting stays accurate against the ACMA ceiling, and a spike in early hangups shows up the same shift it happens, not in next week's numbers.
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 investigation and QA sampling against real traffic rather than 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 re-screened at dial time, so 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 the call was handled by a person or by an AI Voice Agent, which is what makes a blended floor auditable as one operation.
AI summaries, on every call
Human-agent calls get the same AI summary and outcome extraction an AI Voice Agent call gets — nobody writes call notes by hand. Task Agents then run on that data exactly 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
A report is described once, in plain English — the metrics, the cut, the schedule — and delivered where you want it. Not assembled from a fixed set of dashboard widgets everyone gets the same version of.
Deterministic routing
Direct inward dialling per seat, named department groups, and multi-step ring plans that fire in a defined order — sequential, simultaneous or skills-based. First acceptance wins on an atomic claim; there is no window in which two agents both believe they hold the call.
Click to dial
Any contact anywhere in the platform — a queue entry, a search result, a record synced through a connector — is one click from a call. No keypad, no re-typing a number, no separate softphone to open first.
Direct line per seat
Every agent carries their own number and caller ID, reachable directly rather than through a switchboard, following 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 is a queue entry and a click-to-dial contact without anyone re-keying it, and 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, and 1300 hotlines for inbound. Port existing ranges or provision new ones; number type is classified at ingest rather than assumed.
Dynamic number pools
Outbound presentation rotated across a pool by a weighted least-used selector, so no single line carries enough volume to attract carrier spam labelling. Usage is accounted per number rather than distributed round-robin.
Spam-label detection and defence
Outbound numbers are monitored for carrier spam flags, and a flagged number is rotated out of the active pool automatically rather than quietly dragging down answer rates until someone notices.
Two-way SMS and MMS
Messaging on the same numbers the floor dials from, threaded into the same call history. Follow-up after an unanswered call does not require a second vendor or a second number range.
Owned carrier path
CallableAI operates the carrier layer. There is no reseller trunk between you and the network taking a margin, imposing a concurrency cap, or standing between your operations team and the reason 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 what a hunt group does is a sentence, not a hunt through a settings menu.
iOS and Android appsIn development
The dial kiosk and softphone, native on a phone — for supervisors who need live floor visibility 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 dedicated locked workstation, the platform controls pacing and bridges them before ringback, and a structural wrap gate holds the queue until a disposition is committed.
Deployed white glove. Backed by an SLA.
CallableAI works with organisations that need quality, volume and compliance to hold at once. Bring us your requirements — we'll scope the deployment, the rollout and the SLA with you.