Service 01

Custom call flows and features for Uniden Voice over Cloud

Every platform runs out of road somewhere. When yours does, we write the bit that carries on: routing the console won’t express, menus that actually answer the question, and reporting measured the way you measure the business.

Book a $450 audit→See pricing

Rate: $150 per hour, ex GST
Start with: $450 remote audit
Builds: Fixed-price quotes
Coverage: Australia wide

Where the settings page stops

Uniden Voice over Cloud ships forty-plus call-flow features on every plan, and plenty of businesses never need more than those. Custom work starts at a specific point: when the right thing to do with a call depends on something the phone system can’t see by itself.

Whether the caller owes money. Which technician is on call tonight. Whether there’s already an open job at that address. What the customer’s contract says about response times. None of that lives in the phone system, so no amount of clicking in the admin console will route on it. We build the piece that goes and asks, through the platform’s open API and webhooks, and then makes the decision.

What we build

Data-driven routing. Route on who the caller is, not only which number they dialled: key accounts straight to their account manager, overdue accounts to accounts, open jobs to the team running them.
Roster-aware on call. The right mobile rings at 2am because the routing reads the live roster in Deputy or Tanda, not a spreadsheet somebody forgot to update.
IVR menus that do the job. Verified self-service for the questions every line gets, such as balance, booking time or order status, with a person always one key away.
Missed-call follow-up. Missed-call-to-SMS with a booking link, and a Teams or Slack alert if nobody has replied in ten minutes.
Customer-facing portals. Self-service pages where your customers can see their own call history or service tickets, or change how their calls reach you.
Reporting to your definitions. Exports and dashboards built on the numbers you run the business on, such as cost per booked job by branch, rather than the platform’s generic call counts.
Recording retention on your terms. Call recordings pushed into your own storage so retention and access follow your privacy policy, not a default.

An example: the accounts line

Accounts and admin

The IVR answers "where is my invoice?" without a person

Every accounts line in the country fields the same three questions. We wire the menu straight into the ledger, verify the caller against the account, and read back the balance, the due date and the last payment. The ones that need a human still get one, only now the human isn’t reading out a number.

Xero OAuthVerified lookupRead-backAudit logged

flows/accounts-ivr.json

{
  "flow": "accounts-enquiry",
  "verify": {
    "method": "account-number",
    "attempts": 2,
    "fallback": "queue:accounts"
  },
  "steps": [
    { "say": "I can read out your balance and due date. One moment." },
    { "lookup": "xero.invoices.outstanding", "by": "contactId" },
    { "say": "Your balance is {{balance}}, due {{dueDate|spoken}}." },
    { "offer": { "sms": "payment-link" } },
    { "offer": { "transfer": "queue:accounts" } }
  ],
  "log": { "store": "call-audit", "retainDays": 2555 }
}

How a custom feature gets built

Write the rule down in plain English first. The way the business would say it, including the awkward cases: public holidays, the on-call person not answering, two customers sharing one number.
Prototype on a test number. Nothing touches your live lines until the logic behaves the way the written rule says it should.
Test against real call patterns. We replay the calls you actually get, not the tidy ones from the brief.
Cut over out of hours. With the previous behaviour ready to switch back to if something surprises us.
Document and hand over. A plain-English note of what the feature does and what to do if it misbehaves, written for the person in your office who will read it.

When the other system is down

Every flow we build has a fallback. If a lookup fails or takes too long, the call goes where it would have gone without the custom feature. A slow API should cost you a slightly less clever call, never a caller listening to silence.

Custom features are often paired with an integration, because the data the routing needs usually lives in your CRM, job management or accounting software.

Common questions

Will custom work break when the platform updates?

We build against the published API and webhooks rather than workarounds, which is what keeps it stable. Gold partner access also gives us sight of upcoming releases, so changes are planned around rather than discovered. On a retainer, keeping your features working through platform updates is part of what we are on the hook for.

Do we need a developer on staff to look after it?

No. Everything is documented in plain English and we maintain it under hourly support or a retainer. If you do have developers, the documentation is written so they can take it over.

How much does a custom call flow cost?

Work is charged at $150 per hour plus GST, but after the $450 audit every build is quoted at a fixed price, so the hourly rate is a ceiling rather than an open meter. A routing change is a small job; a customer portal is a project. The pricing page sets out what drives the number.

Services

Phone system integration

Join the phone system to your CRM, job management, accounting and rostering, so every call lands on the right record.

Xero phone integration

Caller lookup against Xero contacts, balance read-back in the IVR and SMS payment links for accounts teams.

What a phone system audit covers

What happens in the $450 remote audit, what to have ready, and what you get at the end.

Start here

Book the $450 systems audit

We go through what you’re running, what it’s costing you, and where the call is falling out of the process. You get a written plan and a fixed-price quote for the work, and it’s yours to keep whoever you decide to use.

Email us→ What the audit covers

$450 fixed, in AUD, excluding GST. Conducted remotely, Australia wide. On-site audits quoted separately on request.