Inbound
Inbound calling: when the phone is your front door
ACD queues that route by FIFO, round-robin or longest-idle against an SLA target, a DID inventory where every number knows where it goes, after-hours handling that answers instead of ringing out, and a wallboard supervisors can act on while the call is still live.
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Quick answer
What you get
Everything in one workspace
ACD queues
Each queue picks the next agent by FIFO, round-robin or longest-idle, and carries its own priority, so the queue that matters most is served first.
Settings that belong to the queue
Max wait, wrap-up seconds and recording mode are set per queue rather than per tenant, so two teams on one platform can work differently.
SLA target and threshold
Give every queue the answer target it is measured against, and the threshold that counts as a breach. Service level stops being a matter of opinion.
Position and estimated wait
Callers can hear their place in the queue and how long it is likely to be, with music on hold in between. Silence is what makes people hang up.
Hold audio you generate
Hold audio is generated by text to speech for your tenant. Choose the voice, preview it before it goes live, or upload your own file instead.
DID inventory
Route each number to a queue, a user, an IVR flow, a campaign or an AI voice agent. Update numbers in bulk, and export the whole inventory to CSV.
After-hours and no-agent handling
When you are closed, or nobody is free, the caller hears a text-to-speech message in the voice you picked, and an SMS fallback template goes out.
Business hours and holidays
Business-hours and holiday calendars are set per tenant and enforced by schedule gates, so a public holiday does not depend on someone remembering it.
Wallboard and inbound reports
Queue depth and queue stats are live on the wallboard, with queue performance and inbound call reports behind them.
Agent states
Ready, Break, Manual, Callback and Meeting, and you decide which of those states a queue is allowed to route a call to.
Listen, whisper, barge
A supervisor can listen to an inbound call, whisper to the agent, barge into the call, or force an agent to log out.
One desktop
Agents handle inbound queues and outbound campaigns from one desktop; automatic blending is available, switched on by each company's admin.
The queue
Answered in order, against a target
Each queue chooses the next agent by FIFO, round-robin or longest-idle, and carries its own priority. Skills-based routing is also available, enabled per queue. Max wait, wrap-up seconds and recording mode belong to the queue too, so a collections queue and a support queue do not have to behave the same way.
Every queue also has an SLA target and the threshold that counts as a breach. Callers hear their position and their estimated wait while they hold, on hold audio generated by text to speech in a voice you chose and previewed, or on a file you uploaded.
- FIFO, round-robin and longest-idle routing, plus skills-based routing enabled per queue.
- Priority, max wait, wrap-up seconds and recording mode set per queue
- SLA target and breach threshold on every queue
- Position and estimated wait announced, with tenant text-to-speech hold audio or your own upload
The numbers
Every number knows where it goes
Your inbound numbers live in one inventory, and each one has a routing target you choose: a queue, a named user, an IVR flow, a campaign, or an AI voice agent. Pointing a number at an AI voice agent is the same action as pointing it at a queue.
Numbers arrive in batches, so they can be changed in batches. Select a range, set the target once, and export the whole inventory to CSV when someone asks what each number actually does.
- Route a number to a queue, a user, an IVR flow, a campaign or an AI voice agent
- Bulk update a selection of numbers instead of one at a time
- CSV export of the full inventory
- The routing target is a setting, not a support ticket
When nobody can take it
Closed is not the same as ringing out
The calls that quietly cost you customers are the ones that arrive when you are shut, or when everyone is already on a call. DialerBee answers those with your own text-to-speech message, in a voice you chose, instead of dead air.
An SMS fallback template goes out so the caller knows they were heard. Business-hours and holiday calendars are set per tenant and enforced by schedule gates, so the flow already knows it is a public holiday.
- Text-to-speech after-hours message with the voice chosen per tenant
- SMS fallback template when no agent takes the call
- Business-hours and holiday calendars per tenant, enforced by schedule gates
- The same handling covers open hours when nobody is free
Watching it happen
The wallboard now, the report afterwards
Supervisors watch queue depth and queue stats live, and see which agents are Ready, on Break, in Manual, on a Callback or in a Meeting. You decide which of those states a queue may route to, so an agent in a meeting is not handed a caller.
When something needs a person, the supervisor listens to the call, whispers to the agent, barges in, or forces a logout. Afterwards the queue performance and inbound call reports say what actually happened.
- Queue depth and queue stats live on the wallboard
- Agent states Ready, Break, Manual, Callback and Meeting, with routable-state opt-in
- Supervisor listen, whisper, barge and force logout on inbound calls
- Queue performance and inbound call reports behind the live view
How it compares
| A traditional PBX queue | DialerBee inbound | |
|---|---|---|
| Routing | A hunt group in the order the extensions were added | FIFO, round-robin or longest-idle per queue, with priority, max wait and wrap-up seconds; skills-based routing is enabled per queue |
| What a number can point at | An extension or a ring group | A queue, a user, an IVR flow, a campaign or an AI voice agent, changed in bulk and exportable to CSV |
| Out of hours | It rings out, or a recording somebody made years ago | Schedule gates on business hours and holidays, a text-to-speech message in a voice you chose, and an SMS fallback template |
| Service level | Counted later, if at all | An SLA target and breach threshold per queue, with queue depth and stats live on the wallboard |
| While the caller holds | Music, and no idea how long | Position in queue and estimated wait announced, on hold audio generated for your tenant or uploaded by you |
| Supervision | A report the next morning | Listen, whisper, barge and force logout on a live call, with agent states and routable-state opt-in |
Frequently asked questions
What is inbound in DialerBee?+
It is the ACD side of the platform: queues with FIFO, round-robin or longest-idle routing, their own priority, max wait, wrap-up seconds, recording mode and SLA target, a DID inventory that routes each number to a queue, a user, an IVR flow, a campaign or an AI voice agent, after-hours handling, and the wallboard and reports over all of it.
How are calls distributed to agents?+
FIFO, round-robin and longest-idle routing, plus skills-based routing enabled per queue. Each queue also carries its own priority, so the queue that matters most is served first when calls are waiting in several at once.
What does the caller hear while they wait?+
They can be told their position in the queue and their estimated wait, with music on hold in between. Hold audio is generated by text to speech for your tenant, so you choose the voice and preview it before it goes live, or you upload your own file.
What can an inbound number be routed to?+
A queue, a named user, an IVR flow, a campaign or an AI voice agent. Numbers can be updated in bulk, which matters when a batch of DIDs arrives at once, and the whole inventory exports to CSV.
What happens when you are closed or nobody is free?+
The caller hears a text-to-speech message in the voice you picked, and an SMS fallback template goes out so they know they were heard. Business-hours and holiday calendars are set per tenant and enforced by schedule gates, so the flow knows it is a holiday without anyone remembering.
Can supervisors do anything about a call while it is happening?+
Yes. A supervisor can listen to an inbound call, whisper to the agent so only the agent hears it, barge into the call, or force an agent to log out. Queue depth, queue stats and agent states are live on the wallboard beside those controls.
How do agent states work?+
Agents are Ready, on Break, in Manual, on a Callback or in a Meeting, and you opt in which of those states a queue is allowed to route to. That prevents a call being handed to somebody who is not in a position to take it.
Can the same team handle campaigns as well?+
Agents handle inbound queues and outbound campaigns from one desktop; automatic blending is available, switched on by each company's admin. It is the same agent desktop, the same recording and compliance controls, and the same reporting either way.
See your own call flow answered on a demo tenant
A 30-minute walkthrough on a demo tenant, in English or Arabic.