CCP VOICE: our new cloud phone platform

We’ve replaced our cloud phone system. CCP VOICE is the new platform, and it’s the one we’ll be migrating every voice client onto over the next three months.

It’s the same fixed-price phone service from us, on a much more capable platform underneath. Managers get real visibility into the queues. Microsoft 365 and Teams integration is proper this time. There are native connectors for your customer relationship management (CRM) system, and a self-service portal if you’d rather manage your own call flows. Migration is free, and the price doesn’t change at switchover.

What managers can see now

CCP VOICE gives you the call data your old system never showed you. Live queue boards. Missed and abandoned call tracking with follow-up status. Skill-based routing instead of plain ring groups. Supervisor tools that let a team lead step into a live call to coach, take over, or just listen. The kind of visibility that lets a manager actually run a phone-heavy team rather than guess what’s happening in the queues.

Headline capabilities at launch:

• A client portal you can use as much or as little as you want. Edit your own call flows, manage your own address book, set holidays, pull recordings and reports.
• Browser-based phone client, with no software install required.
• Chrome extension for click-to-call from any web page.
• New desktop and mobile clients with full feature parity.
• Microsoft 365 user sync, contact sync, and Teams presence integration.
• Native integrations with HubSpot, Odoo, Salesforce and Dynamics.
• Live call queues with daily, weekly and monthly reporting.

Migrating your phone system

We migrate you for free. That includes:

• Copying every extension across.
• Replicating your existing call flows on the new platform.
• Setting up Microsoft 365 integration if you use Microsoft 365.
• Deploying the new desktop and mobile clients to your team.
• Running an online group training session so your staff are comfortable on day one.

Two things don’t migrate: your historical call records and historical recordings on the old system. They stay accessible if you need them; raise a ticket through our support desk and we’ll pull what you need.

When you’ll be migrated

Three-month rolling schedule, case-by-case. We sequence based on system complexity, integration scope, and what’s currently breaking in your existing setup. If you’d rather move sooner, let your support team know and we’ll see what we can do.

Microsoft 365 and Teams

CCP VOICE connects straight to Microsoft 365. New staff appear in the phone system automatically when you add them in your directory. Your Microsoft 365 groups stay in sync. Contacts come across once and stay current.

The Teams integration is the one most clients ask about. Teams presence syncs to the phone system both ways. When you’re on a Teams call, CCP VOICE marks you away and drops you out of your call queues. So calls stop arriving while you’re already in a meeting. When the Teams call ends, you’re back in the queue automatically. No more juggling availability across two apps.

Your CRM and the phone system

CCP VOICE includes native connectors for the four CRMs we see most across our client base:

• HubSpot
• Odoo
• Salesforce
• Microsoft Dynamics

Other systems can be connected using custom integration templates. If you’re on something more niche, ask us.

What you get from any of those connectors:

Click to Call. Click any phone number on a CRM page to dial it through CCP VOICE. No more retyping numbers between tabs.

Call Popup. When a call comes in from a number that matches a CRM contact, that contact’s record opens in a new browser tab. The person answering already knows who’s calling and what the relationship is before they say hello.

Call Journal. Calls log to the contact’s CRM record automatically when they end. No manual data entry.

Contact sync. CRM contacts sync into the phone system’s address book and match on incoming calls, so your phone client shows the caller’s name.

Everything else that’s new

Self-service portal, or fully managed

You choose. CCP VOICE supports both modes side by side. Want to be hands-off and have us manage everything as we always have? Stay white-glove. Want to edit your own call flows at 11pm because tomorrow is a public holiday and you only just remembered? You can do that yourself in the portal. Mix and match by feature: managed call routing, self-managed voicemail boxes, whatever fits.

Call queues with skill-based routing

The old system had ring groups: a call comes in, every available phone rings, somebody picks up or it falls through to voicemail. CCP VOICE has proper queues. Calls hold in the queue, route by skill (so client account managers get their own clients first), or by least-recent-pickup so workload spreads evenly. Service level agreement (SLA) tracking and breach alerts for managers when the queue gets behind.

Chasing up missed calls

Missed and abandoned calls are listed inside the queue view. Mark each one as “dealing” or “dealt” so the team can see what’s been handled and what’s still outstanding. By the end of the day, nothing is left sitting because everyone assumed someone else had it.

Instant playback of recordings

Recordings play back inside the phone client. No support ticket required. Administrators, managers and supervisors can be granted access to listen to recordings for quality assurance and coaching.

Listen, whisper, barge

Supervisor tools for live calls. Listen: silently monitor an active call. Whisper: speak to your staff member during the call without the customer hearing you. Barge in: take over the call entirely. Useful for escalations, sales coaching, and the moment a junior gets a question they can’t answer with the customer waiting.

Mobile clients with CarPlay

The mobile client supports Apple CarPlay end-to-end. Field staff can answer queue calls, check voicemail and dial out hands-free through the car’s display. If your people are on the road most of the day, this is bigger than it sounds.

Voicemail transcription

Voicemails arrive as text in the client and in email, alongside the audio. Your staff can skim them instead of listening to every message in order.

Dark mode

Across every client (web, desktop, mobile, Chrome extension, Microsoft Teams app). Small thing, makes a difference at 9pm.

Advanced call records

A central call records view that combines recordings, timelines, call notes and call duration into one searchable, filterable table. Filter by call type, participants, queues, ring strategy, time range. Useful for managers reviewing a week’s call activity or pulling evidence for a dispute.

Active call panel for admins

A real-time panel for administrators showing every call in progress across the system. Useful for monitoring spikes, troubleshooting in the moment, and ending stuck calls without waiting for them to time out.

Coming next

More features are coming in the next platform releases.

Live call transcription. Voice converted to text in real time during the call, speaker-separated, with timestamps. Pause and resume mid-call. Multiple languages supported.

Call summaries. Once transcription is enabled, CCP VOICE auto-generates a summary of the call from the transcript: key points, action items, decisions. Editable, so you can correct anything it gets wrong before the summary saves to the call record.

AI Receptionist. An AI voice assistant that answers inbound calls. It can route them, take messages, and answer common questions in natural language. Useful for front-of-house teams that field a lot of “what are your hours” calls. It frees your people up for the calls that actually need them.

Custom integrations. Once transcription, summaries and the rest are in place, integration templates follow. They’ll connect CCP VOICE to more CRMs and back-office systems, beyond the four connectors we launched with.

How to get started

If you’re an existing voice client, your migration is in our schedule. Your account lead will reach out with timing. If you want to jump the queue, let your support team know.

Don’t have phones with us today? Get in touch. We’ll talk through your current setup and what a switch would involve.