Manage customers, numbers, lines, extensions, devices, call routing, messaging, AI and integrations from a platform engineered for service providers.
vControl is designed to fit the business rather than requiring the business to adapt itself around the limitations of a standard phone system.
The platform provides hosted PBX with deeply configurable behaviour. Create standard business calling or build complex call logic at account, number, line and individual-extension level, while giving you access to an extensive range of proven communications capabilities without every deployment being forced into the same template.
When the required functionality does not already exist, vControl can engineer bespoke features, integrations and workflows directly for the business. The result is a communications platform that both supports your business today and continues adapting as the organisation’s requirements evolve.
Build the exact service each customer needs from a broad catalogue of voice, messaging, mobility, AI, integration and operational capabilities.
Build IVRs with effectively unlimited depth, allowing callers to move through detailed menus, information services and routing decisions without being restricted to a shallow menu structure.
Manage demand with announcements, customer-specific queue logic and queue callback, allowing callers to retain their place without remaining on hold.
Create custom hold-music folders and assign different audio experiences by account, customer, service or call flow.
Deliver voicemail by email or SMS and apply conditional greeting sounds so the message callers hear can change according to schedule, availability or call context.
Record calls and retain recordings according to each customer’s operational, quality, privacy and retention requirements.
Receive inbound faxes as PDF documents without maintaining a conventional fax machine or analogue line.
Provision Australian geographic numbers individually or in number blocks, supporting local presence, department allocation and structured numbering plans.
Connect Australian inbound services to advanced vControl call flows, queues, schedules and reporting.
Provide New Zealand geographic and freephone services for organisations operating across Australia and New Zealand.
Provision international numbers across supported countries, with country-specific identity, address and regulatory requirements handled during ordering.
Use mobile-format numbers for compatible voice and messaging applications without tying the service to a physical handset.
Extend the communications solution with business mobile voice, data, companion-device and pooled-data options.
Apply business hours, holidays, after-hours periods and customer-defined schedules at any required point in a call flow.
Change call behaviour according to whether a person, team or destination is available, allowing the route to continue automatically when the preferred endpoint cannot answer.
Connect compatible phone systems, SBCs and customer infrastructure to carrier services through vControl-managed SIP trunking.
Play a private announcement before an external destination receives the caller, giving mobile or remote users context before they answer.
Ring selected users in sequence or as a group, with behaviour shaped around the team and the type of call.
Allow authorised users to answer ringing calls for colleagues without needing to use the originally targeted handset.
Place calls into shared parking positions so they can be retrieved from another compatible endpoint.
Route calls directly to compatible SIP destinations using URI-based addressing instead of a conventional telephone number.
Use Mobile Location Information routing where supported and applicable to direct eligible calls according to mobile-origin information.
Apply customer-defined values, odd or even intervals, counts and other mathematical conditions when ordinary routing rules are not precise enough.
Send and receive call events through custom webhooks so external systems can influence routing, trigger actions or receive structured communications data.
Upload and organise announcements, prompts, alerts and other audio, then place them anywhere they are needed within the customer experience.
Maintain central contact information, caller-name data and blacklists that can be used across supported users and call flows.
Connect vControl with CRM, service-management and line-of-business platforms for customer lookup, click to dial and storage of call intelligence.
Use vControl’s hybrid Teams SBCs to connect Microsoft Teams users with handsets, softphones, queues and non-Teams users as one internal phone system.
Deploy supported endpoints using Yealink RPS, vControl provisioning, downloadable configurations and preconfigured hardware supplied ready for use.
Present live queue, agent and call information for teams that need immediate operational awareness.
Analyse call volumes, outcomes, destinations, queues, users and other activity through extensive customer and provider reporting.
Support inbound and outbound SMS, APIs, templates, scheduled messages, bulk campaigns and automated response workflows.
Provide a controlled connectivity option for compatible phones operating in locations where direct VoIP access is restricted.
Create participant-aware transcripts that separate speakers and make business conversations easier to review, search and store.
Use conversational signals to help identify changes in caller sentiment for quality review, coaching and customer-experience analysis.
Turn lengthy calls into concise records of the reason for contact, key information, actions and outcomes.
Deploy AI assistants that answer calls, use business knowledge, follow instructions, transfer callers, send emails and invoke custom webhooks.
Tag inbound calls and caller IVR journeys, or replace caller-name information using data retrieved from connected customer systems.
Most platforms decide how an extension behaves. vControl gives you full control.
A call for one extension can check time and availability, play a recording, ring multiple devices, call a mobile with a whisper prompt, involve other users, enter a queue, invoke a webhook, integrate an AI agent/CRM or continue through another routing stage.
This allows the call logic to match an individual, role or operational workflow instead of stopping at a fixed set of forwarding options.
vControl Hybrid Microsoft Teams Direct Routing connects Teams users with non-Teams PBX users as internal participants.
Microsoft Teams is a great option for remote workers, but often unsuitable for other roles such as reception and warehouse staff. vControl allows you to run calls through Microsoft Teams where its beneficial while retaining the higher capability hosted PBX for the rest of the organisation and seamlessly having calls land on both platforms. This further improves the Microsoft Teams experience by allowing all advanced vControl features to be available during a call even when running on the Microsoft Teams platform.
vControl currently supports up to 99,980 extensions per account. Extensions within a vControl account are not tied to a single physical location. Teams in different states can operate within the same account, using internal extension calling, shared dial plans and BLF indicators to see who is available across the organisation.
Larger designs can be accommodated if a greater than 100,000 user system is needed.
Bring SMS into your call flows and business workflows, or use vControl’s APIs to add messaging directly to your own applications, portals and custom platforms.
Give staff greater context before a call is answered and retain useful information after it ends. Apply custom inbound call tags, preserve the caller’s IVR selections and track their journey as the call moves between menus, queues, users and destinations. Hosted address books can identify known callers, while centrally managed blacklists help control unwanted traffic.
Connected systems can provide caller names and relevant customer information in real time. Call transcripts, AI-generated summaries and other call details can also be stored against the appropriate contact record, creating a more complete history of each interaction.
Built-in reporting helps turn this information into operational insight. Analyse call volumes, answer rates, wait and talk times, call destinations, tags and outcomes across users, teams or selected periods.
Supported media capabilities include:
vControl monitors call performance in real time using Mean Opinion Score (MOS), providing an operational measure of perceived voice quality across the platform.
This visibility allows quality trends to be identified across individual calls, carrier routes, customer connections and infrastructure as they occur.
Carrier routing decisions prioritise measured call quality rather than selecting the lowest-cost path. Enhanced diagnostics can also identify potential customer network or device issues that would not be visible through a basic online status, helping determine where a quality problem originates.
We’ll deploy a test system so you can explore vControl’s features and capabilities in a working environment.
