The build list, without the paragraphs.
This is what Comsky Telephony is being built to do. It is a list of intentions on a product you cannot buy yet, so it is worth saying what that means: anything here that slips past the first release will be marked on this page, with the reason, rather than quietly left where it is — which is the usual way a roadmap turns into a lie.
Numbers
- Local DID per city
- 1800 toll-free
- Missed-call numbers
- Masked proxy numbers
- Outbound caller ID you own
- Existing numbers ported where the carrier allows it
IVR and call handling
- Drag-and-drop multi-level menus
- Keypad and spoken input
- Time-of-day and holiday branching
- Queues with position and wait announcements
- Voicemail to email and to the CRM timeline
- Per-node drop-off reporting
Routing
- Sticky agent for repeat callers
- Skill-based routing
- Round-robin and longest-idle
- Priority lanes for named accounts
- Overflow to mobile
- Explicit fallback when nobody answers
Agent and supervisor
- Click-to-call from any CRM record
- Screen pop on inbound
- Live wallboard — queue depth, agent state, longest wait, abandon rate
- Barge, whisper and silent monitor
- Disposition and notes at hang-up
- Shift, break and away states
Outbound and messaging
- Preview and progressive dialer
- Campaign lists built from a CRM filter
- SMS on DLT-registered templates
- WhatsApp Business API on the same customer thread
- After-call follow-up messages
- Callback scheduling
Recording, data and API
- Recording on every inbound and outbound leg
- Pause and resume while card details are read out
- Retention period you set
- Speech-to-text with search across calls
- REST API and webhooks on every call event
- Recordings and transcripts stored in Indian data centres
Nothing has moved out of the first release yet. That is a statement about how early this is, not about how well it is going — the list above has not yet met a carrier contract, and some of it will.
The three tools a supervisor actually opens.
Most telephony products are sold on the agent’s experience and bought by the person who has to answer for the queue. These are for the second one.
A wallboard that is current, not hourly
Queue depth, the longest wait right now, who is ready, who is on a call, who is on a break and why, abandon rate and the share answered inside your own threshold. On a screen on the wall, or on a phone on the way back from lunch.
Listen, whisper, or join
Silent monitor to hear a call without being heard. Whisper to coach the agent while the customer hears nothing. Barge to join when it has gone wrong enough that somebody senior should be on it. Every one of the three is recorded as having happened.
Where callers give up
Drop-off is reported per IVR node, so “people abandon in the menu” becomes “thirty-one per cent leave at the language choice”. A menu you cannot measure is a menu you will never fix.
Dialling out is a different shape from taking a call.
And a more regulated one. Everything below runs behind the same two checks: the number is scrubbed against the do-not-disturb registry before it is dialled, and the clock is inside the permitted hours. Neither is a setting you can switch off.
Preview, then progressive
Preview gives the rep the record before the call is placed, which is what you want when the conversation matters. Progressive dials the next number as the last one ends, which is what you want when volume matters. Predictive dialling — dialling more numbers than you have agents and dropping the overflow — is deliberately not on the list.
The list comes from the CRM
A campaign list is a Comsky CRM filter, not a spreadsheet somebody exported last Tuesday. So a lead that goes cold, unsubscribes or closes leaves the list without anyone remembering to take it off.
SMS and WhatsApp on the same thread
The follow-up message after a call lands in the same customer conversation as the call itself. SMS goes on a DLT-registered template; WhatsApp goes through the Business API on an approved template. The platform will refuse an unregistered one rather than letting it fail at the operator.
Callbacks that are scheduled, not promised
A requested callback becomes a task with a time on it in the CRM, assigned to a person. “Somebody will call you back” is how a customer ends up calling you again instead.
The registration behind all of this — the headers, the templates, who files them and what happens when one is rejected — is on the numbers and compliance page.
An API on every call event, and a webhook when it happens.
Telephony earns its keep inside Comsky CRM. It will also have to live beside whatever else you run, and that is an API question rather than a marketing one.
Every event, published
Ringing, answered, transferred, held, ended, voicemail left, recording ready, transcript ready. Each one as a webhook with the call’s own identifier, so a system on your side can follow a call through without polling for it.
Click-to-call from anywhere
A REST call places an outbound leg on behalf of one of your users, so the dial button can live in a system we did not build. The agent’s phone rings first, then the customer’s — which is also why the agent does not need good broadband to take the call.
Recordings and transcripts by reference
Fetched by the call identifier over an authenticated, expiring link rather than left on a public URL. Retention is yours to set, and deleting a call deletes it from the transcript index as well.
What we will not have at launch is a maintained native connector for every CRM on the market. If you need one, tell us which and we will be straight about whether it is on the list — and if it is not, the API is the answer rather than a promise. Comsky CRM needs none of this, because there is nothing between the two.
Start with Comsky Telephony.
Grow into the ecosystem.
One Comsky account, being rolled out across the products — and one invoice covers them, however many you run.