Telephony for support desks
Support telephony means a queue nobody has to sit in, an enquiry routed to the right group, and a full history of every conversation. sipbox assembles that on your carrier’s SIP trunk: the customer requests a callback instead of waiting, and the team sees who is queuing and for how long.
What gets in the way of a support desk
The customer waits, then hangs up
At peak the queue grows and nobody waits ten minutes. They drop the call — and you know neither who it was nor what they needed.
The enquiry lands in the wrong place
A billing question reaches the person who handles hardware, and the other way round. The customer is passed around while resolution time climbs.
Load is only visible afterwards
There is no way to see that the line is drowning right now. The decision to add people to the shift arrives the next day, in a report.
How sipbox handles it
The job of a support desk is not to make people wait less — it is not to lose their enquiry. The setup follows from that.
A callback instead of a wait
A caller in the queue is offered a way out: they hang up while keeping their place, and the system rings back when their turn arrives. Callback requests are visible with their handling history.
A menu that sorts by topic
The voice menu sends the enquiry to the right group: billing, technical, complaints. The greeting is typed rather than recorded — speech synthesis is built in, and editing a line beats re-recording one.
A live view of the line
The supervisor shows who is talking, who is free and how many people are waiting right now. You add people to the shift in the moment, not from yesterday’s report.
Business hours and after-hours handling
Outside the shift the call goes to a message offering to leave details or request a callback. Missed calls still land in their own view and the owner still gets an email.
What the desk gets
- A queued customer is never simply lost: they either got through or left a callback request.
- The enquiry starts with someone who knows the topic — fewer transfers, fewer repeated explanations.
- Overload is visible in the moment rather than in tomorrow’s report.
- Every conversation is recorded: a disputed case is replayed, not recalled from memory.
What it costs for a support desk
You pay for the seats of the people on the line. Minutes stay on the contract with your carrier — with heavy inbound traffic, that is where the saving is.
| Team size | Plan | Per month |
|---|---|---|
| 4 agents | Start | $20 |
| 10 agents | Team | $90 |
| 25 agents | Team | $225 |
Monthly billing; paying annually is 20% lower. Queues and callbacks are part of the Team plan.
Questions about telephony for support
How does the callback from a queue work?
Can we prioritise certain enquiries?
What happens to an enquiry out of hours?
Are there load reports?
Our agents sit in different cities — will the queue work?
Related solutions
Connect your own trunk
Tell us about your setup — we’ll estimate the savings at your volume and help configure your carrier’s trunk.