CCP VOICE: our new cloud phone platform

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

The short version: it’s the same fixed-price phone service from us, with a much more capable platform underneath. Better visibility for managers, real Microsoft 365 and Teams integration, native CRM connectors, and a self-service portal for clients who want to manage their own call flows. Free migration. No price change at the point of switchover.

One platform, more visibility

CCP VOICE gives your team the call data your old system didn’t surface. 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.
• A web-browser phone client with no software install required.
• A 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 have a tenant.
• 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 talks to your Microsoft 365 tenant directly. New staff appear in the phone system automatically when they’re added to your directory. Groups stay in sync with your M365 groups. 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, you’re automatically marked away on CCP VOICE and dropped from your call queues, so you stop getting calls into a meeting you’re already in. When the Teams call ends, you’re back in the queue automatically. No more juggling availability across two apps.

CRM integrations

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

• HubSpot
• Odoo
• Salesforce
• Microsoft Dynamics

Other systems can be wired up 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 an inbound call lands from a number that matches a CRM contact, that contact’s record pops 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 PBX phone book and auto-match on inbound calls, so your phone client shows the contact’s name on incoming calls.

Features worth highlighting

A few of the new capabilities worth knowing about, beyond the headlines.

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. SLA tracking and breach alerts for managers when the queue gets behind.

Track call returns

Missed and abandoned calls list 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. End of the day, no missed call falls through the cracks because nobody knew somebody 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. For the segment of our client base that’s 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. Lets staff triage voicemail without listening to every message in sequence.

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

Several features land 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 the model got wrong before the summary saves to the call record.

AI Receptionist. Voice-AI front door for inbound calls that can route, 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 and want to free up the people for the calls that actually need them.

Custom integrations. Once transcription, summaries and the rest are in place, the platform opens up integration templates for connecting to more CRMs and back-office systems beyond the four shipped at launch.

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.

If you don’t have phones with us today and you’re curious about CCP VOICE, get in touch and we’ll talk through what your current setup looks like and what a switch would involve.