Jump to sectionCall Journey▾
Hosted Cloud PBX + CMA
Hosted Cloud PBX that connects calls, CMA records, and AI tools.
Client Support Software offers hosted Cloud PBX solutions that integrate with CMA client records, click to dial, live dashboards, call logs, and recordings. Call records and eligible transcripts can stay linked with the client record, giving authorized teams faster quality review, detailed reporting, configured automation, and optional AI tools such as reviewable Smart Notes.
- Hosted Cloud PBX solution
- Deep CMA workflow connection
- Optional transcription and Smart Notes
From ring to resolution
Turn every conversation into clear next steps.
The hosted Cloud PBX and CMA connection gives staff context at the start, captures useful activity during the interaction, and keeps next steps inside the system of record.
- Call arrives
Route through configured numbers, queues, and extensions.
- Identify context
Use caller information to locate the relevant CMA record.
- Work from the record
Bring the conversation into the client or creditor workflow.
- Capture the interaction
Store supported call activity and eligible recordings with context.
- Create useful output
When configured, turn transcripts into structured Smart Notes.
- Move work forward
Connect the call to tasks, next steps, reporting, and review.
One operating picture
Link call records and transcripts with the CMA client record.
Instead of treating the phone system as a separate island, connect supported call activity and eligible transcripts with the people, assignments, campaigns, tasks, and reporting already managed in CMA. Authorized teams can review quality with client context, report across calls and workflows, and trigger configured next steps.
Match callers to records
Configure softphone caller lookup so staff can find the matching lead or client record using the incoming phone number.
Business implicationStaff can begin a call with client context instead of searching across systems.
Call activity in CMA
Import supported PBX call activity into CMA so calls can be searched, reviewed, and linked to client or creditor context.
Business implicationCall history can become part of the operational record your team already uses.
Detailed operational filters
Review calls by PBX, extension, date, direction, disposition, duration, task, client phase, campaign, agency, and more.
Business implicationManagers can investigate demand, service patterns, and workload with relevant filters.
Ready for the workflow
Use the surrounding CMA record to connect a conversation with notes, assignments, tasks, documents, and the next action.
Business implicationA conversation can lead directly to owned next steps instead of becoming isolated activity.
Recordings and transcription
Where enabled and permitted, make eligible call recordings available for transcription and structured downstream review.
Business implicationAuthorized teams can review calls as text when recording and consent requirements are met.
Configurable Smart Notes
Apply prioritized prompt rules and stop logic so different call types can produce the right structured note format.
Business implicationStaff can review a consistent draft note while retaining responsibility for the final record.
Availability depends on PBX, CMA, recording, AI, provider account, permission, and organizational configuration.
Review integration procurement detailsIllustrative workflow
See what is driving call demand.
See who is available, what is waiting, where calls are dropping, how demand changes, how work is distributed, and which client or campaign context needs attention.
Review reporting and data procurement detailsClient service dashboard
Call Log Detail
Filter and export the call activity that matters to the question you are trying to answer.
Executive operating view
Use communication and workload reporting beside CMA’s financial, retention, and lifecycle dashboards to understand the whole operation, not just the phone queue.
- Retention and attrition trend
- Cash flow and processing status
- Revenue and contribution trends
- Client lifecycle context
Cloud PBX foundation
Use a hosted Cloud PBX built to work with CMA.
Client Support Software offers hosted Cloud PBX solutions built on Asterisk and FreePBX. The hosted phone system can connect PBX information, extension status, caller lookup, and supported phone clients with CMA workflows and optional AI tools.
Review phone system procurement detailsQueues and extensions
Organize incoming work around teams, queues, extensions, and configurable call handling.
Business implicationRoute callers to the right group and give managers visibility into coverage.
Transfers and call parking
Support attended transfers, blind transfers, call parking, forwarding, and Do Not Disturb workflows.
Business implicationHelp staff move calls without losing the caller or the service context.
Voicemail access
Give users direct access to personal and shared voicemail workflows through configured dial codes.
Business implicationKeep missed calls available to the person or team responsible for responding.
Click to dial and softphones
When enabled for the user and PBX, originate calls from supported CMA phone fields and work with configured desktop or softphone clients.
Business implicationReduce manual dialing and support calling from approved desktop tools.
PBX Dashboard
Anonymized product viewExtensions
Offline extensions hiddenCMA Support 1
AvailableIdleClient Services 2
AvailableIdleIntake Team 1
DNDIdleQuality Review
AvailableBusyAccount Services
Extended AwayIdleTeam Lead
AvailableIdleQueues
Inactive queues hiddenAI with an operating purpose
Move from raw recordings to reviewable next steps.
For eligible calls, transcription can make recordings usable as text. Configurable prompts, priorities, and stop logic can then help produce structured Smart Notes for staff review rather than leaving teams with an unsearchable audio archive.
- Note structures tailored to each call type
- Sentiment and call signals when configured
- Reviewable output inside the CMA workflow
- Rules that can prioritize or stop processing
Better service, clearer operations
Connect conversations to the work that follows.
Respond with context
Reduce time spent searching across tools before staff can help a caller.
Improve consistency
Keep call outcomes, notes, and next steps closer to the workflow that owns them.
Coach from evidence
Use call volume, dispositions, duration, queue activity, and workload signals to guide managers.
Connect the operation
Bring telephony activity into the same environment as client service, tasks, payments, and reporting.
Procurement guide
Define what your phone system must support.
Use these questions to define compatibility, responsibilities, optional services, and implementation scope before approving a telephony proposal.
Phone system and call flow
Business implication Confirm how callers reach the right team and which current numbers, devices, and workflows must be preserved.
- Phone numbers, porting, and provider responsibilities
- Queues, extensions, routing, transfers, and voicemail
- Supported desk phones, headsets, and softphones
- Business continuity and support escalation
CMA connection and reporting
Business implication Define which call activity should appear in CMA and who may search, review, or export it.
- Caller lookup and record matching
- Call log fields, retention, and permissions
- Dashboard, queue, and extension reporting
- Implementation testing and staff training
Recording, transcription, and AI
Business implication Decide whether these optional capabilities fit your consent process, policies, and review responsibilities.
- Recording availability and storage
- Consent and legal review requirements
- Transcription and Smart Notes scope
- Human review, access, and retention rules
Plan the connected workflow
Bring us your call flow, queues, and service goals.
We’ll help map where PBX activity should connect with CMA records, notes, tasks, dashboards, AI review, and the way your team actually serves clients.