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Part of the HMS Cloud Fleet

Every Feature Your Business Phone System Needs In One Platform, Nothing Bolted On

Cloud Voice Manager is not a starter product. It is a complete business communications platform — PBX, AI voice agents, SMS, call recording, campaign dialer, multi-tenant administration, and native HMS Cloud integrations. This page walks through exactly what ships, module by module

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A Real PBX, Not a SaaS Phone Widget

Cloud Voice Manager ships with a complete, production-grade PBX engine — the same class of call-handling infrastructure that powers enterprise phone systems, but without the hardware and without the per-seat licensing model. Every feature your team actually uses on a business phone system is here, configured through a dashboard instead of a command line.

Core Call Handling

  • SIP extensions — unlimited per tenant
  • Ring groups with configurable strategy
  • Call queues with music on hold
  • Time-of-day routing rules
  • Call forwarding and transfer
  • Call parking and retrieval
  • Three-way calling and conference

Voicemail & Messaging

  • Per-user voicemail boxes with custom greetings
  • Automatic voicemail transcription via Deepgram
  • Visual voicemail in the dashboard
  • Voicemail-to-email delivery with transcript
  • Voicemail routing rules

Number & Carrier Management

  • DID provisioning through Telnyx
  • Number porting support
  • Caller ID configuration per extension
  • Outbound routing rules
  • Unlimited phone number assignments

Supervisor Tools

  • Silent monitoring — listen in on live calls
  • Whisper mode — coach agents without caller hearing
  • Barge — join live calls to assist
  • Real-time active-call board

AI That Picks Up, Understands, and Acts

Cloud Voice Manager’s AI voice agents are not recorded prompts and menu trees. They are live, conversational agents that answer phones, understand what the caller wants, retrieve real answers from your business knowledge base, complete the call — or transfer to a human with the full context already prepared. They run 24/7, handle unlimited concurrent calls, and log every interaction to your CRM automatically.

Conversation & Intelligence

  • Always-on inbound call answering
  • Real-time speech recognition via Deepgram
  • Natural-language responses
  • Multi-turn conversation with context retention
  • Intent detection and routing
  • Barge-in support for interruptions

Configuration & Knowledge

  • Persona builder — voice, tone, personality
  • Knowledge base seeding
  • Per-tenant agent assignment
  • Function calling for live lookups
  • Custom conversation rules
  • A/B testing of agent personas

Handoff & CRM Sync

  • Verbal handoff to human agents
  • Full call context packet delivery
  • Structured message capture
  • Post-call summary to SALT CRM
  • Call outcome classification
  • Complete searchable transcripts

How an AI Agent Handles a Call

Call Answered Instantly

Inbound call is picked up in under a second. No hold music, no queue. The AI agent greets the caller with your configured persona.

Understand the Caller

Deepgram transcribes the caller's speech in real time. The agent identifies intent, pulls relevant knowledge, and decides how to respond.

Resolve, Transfer, or Capture

The agent answers the question, completes the task, or transfers to a human — passing a verbal brief and structured data to the receiving agent.

Log Everything to CRM

The full transcript, call summary, outcome classification, and contact record are synced to SALT CRM. Your pipeline updates itself.

Texting That Lives Where Your Calls Do

Modern customers text as much as they call. Cloud Voice Manager treats SMS as a first-class communication channel — not an afterthought bolted on through a separate tool. Every message, every conversation, every campaign lives in the same system as your calls, logged to the same CRM record, handled by the same team.

Inbox & Conversation

  • Two-way SMS on every business number
  • Team shared inboxes with assignment
  • Threaded conversations per contact
  • MMS support for images and media
  • Internal notes on conversations
  • SMS templates and quick replies
  • Read receipts and delivery status

Automation & Campaigns

  • Outbound SMS campaigns with contact lists
  • Scheduled SMS delivery
  • Sequenced SMS drip campaigns
  • Auto-replies and keyword triggers
  • SMS opt-out handling
  • A2P 10DLC registration via Telnyx

CRM & History

  • Automatic SMS-to-SALT-CRM logging
  • Full-text search across SMS history
  • Unified contact record timeline
  • Number-level SMS permissions

Every Conversation Recorded, Searchable, and Quotable

Call recording is a commodity. What matters is what you can actually do with the recordings. Cloud Voice Manager records every call that matters, transcribes it with Deepgram, and makes the full text searchable across your entire call history — so a conversation from six months ago is one search away.

Automatic Recording

Configure recording at the tenant, number, extension, or queue level. Inbound, outbound,
and AI agent calls are all captured according to your rules.

Real-Time Transcription

Deepgram transcribes every recorded call with sub-second latency. Transcripts are available in the dashboard seconds after the call ends.

Speaker Diarization

Who said what. Transcripts are split by speaker, so you can follow the conversation without guessing turns.

Full-Text Search

Search across every recording’s transcript with keyword, phrase, date range, agent, or tenant filters. Find the call you need in seconds.

Sentiment Tagging

Each call is tagged with an overall sentiment signal (positive, neutral, negative) based on transcript content. Use it to spot escalations quickly.

Keyword Alerts

Set up alerts when specific words or phrases appear in transcripts — product names, competitor mentions, escalation triggers, compliance phrases.

Configurable Retention

Set how long recordings and transcripts are retained at the tenant, number, or global level. Your storage, your rules.

Automatic Recording

Place a hold on specific recordings to prevent deletion. Bulk export in standard audio formats for compliance requests.

CRM Sync

Transcripts attach automatically to the matching SALT CRM activity record — so the full conversation is a click away from the contact profile.

Outbound Calling at Scale — Without the Spreadsheet Chaos

The outbound dialer is built for teams that actually run outreach — sales prospecting, collections, appointment confirmations, win-back campaigns. It handles contact lists, dialing modes, agent scripting, and disposition tracking natively, and it syncs every outcome to SALT CRM in real time.

Dialing Modes & Pacing

  • Progressive dialing — one call at a time
  • Power dialing — automatic next-call
  • Preview dialing — review contact first
  • AI-assisted pre-qualification
  • Call pacing controls

Lists, Scripts & Dispositions

  • Contact list import — CSV or CRM sync
  • Segment lists by tags and fields
  • Agent scripting with dynamic variables
  • Disposition codes and callback lists
  • SMS campaign integration

Compliance & Reporting

  • Built-in Do Not Call list management
  • Call timing rules per state/country
  • Campaign-level reporting
  • Real-time campaign dashboard
  • Automatic CRM activity log

Run Your Entire Phone Operation From One Screen

Cloud Voice Manager’s admin layer is built for operators — the people who configure routing, manage users,
monitor quality, and answer the question ‘why did that call get missed?’ Everything is a dashboard. Nothing
requires a developer, an API call, or a support ticket to a vendor.

Visual Routing Builder

Drag-and-drop builder for call flows. Define how every number, extension, queue, IVR, and AI agent interacts. Publish changes without restarting anything.

Real-Time Call Monitoring

Live active-call board showing every call currently in the system — who is on the phone, how long, with whom, in which queue or extension.

User & Role Management

Create users, assign roles (Master Admin, Tenant Admin, Agent, Supervisor), manage permissions at the role and resource level.

Call Detail Records (CDR)

Every call logged with full metadata: caller, callee, duration, route path, disposition, recording link, and transcript link. Exportable on demand.

Custom Reports

Build reports on call volume, agent activity, queue performance, campaign outcomes, and AI agent metrics. Schedule delivery daily, weekly, or monthly.

IVR & Queue Analytics

Track IVR menu completion and drop-off rates. See queue wait times, abandon rates, and SLA performance per hour, day, or campaign.

Team Performance

Agent-level metrics — calls handled, talk time, wrap time, disposition mix, availability. Roll up to team, queue, or tenant level.

Audit Log

Every admin action logged with user, timestamp, before-and-after values. Full accountability for configuration changes.

API Access

REST API for custom reporting, provisioning, and automation. Documented endpoints for calls, users, numbers, recordings, and transcripts.

One Deployment, Unlimited Tenants

If you run communications for more than one business — multiple locations, a franchise network, a reseller portfolio, or a managed services practice — Cloud Voice Manager’s multi-tenant architecture changes the economics. One system, one infrastructure footprint, many clients, complete isolation between every tenant.

Tenant Isolation

  • Unlimited tenants per deployment
  • Per-tenant phone numbers and extensions
  • Isolated call recordings and transcripts
  • Independent AI agent personas per tenant
  • Tenant-scoped admin role
  • Database-level and API-level isolation

Partner & Reseller Tools

  • White-label configuration
  • Master admin cross-tenant view
  • Bulk tenant provisioning
  • Per-tenant usage analytics
  • Per-tenant billing data export
  • Configuration templates

Security That Starts at the Architecture Layer

Security in a communications platform is not a feature you add on. It has to be designed into the authentication flow, the data model, the transport layer, and the storage layer from the start. Cloud Voice Manager was built that way — with the self-hosted deployment model as the foundation, so your call data, recordings, and customer information live under your control, not on a vendor’s shared cloud.

JWT + HttpOnly Cookies

Every session is authenticated with short-lived JWT access tokens stored in HttpOnly cookies. No tokens in localStorage, no session hijacking via injected scripts.

Refresh Token Rotation

Access tokens are short-lived and rotate automatically through a refresh flow. Stolen tokens expire quickly and are revocable server-side.

Role-Based Access Control

Three-tier model — Master Admin, Tenant Admin, and Agent — with per-resource permissions. Each user sees exactly what they should and nothing more.

Tenant Isolation

In multi-tenant deployments, every tenant’s data is isolated at the database layer and enforced at every API boundary. No cross-tenant data exposure is architecturally possible.

End-to-End SSL/TLS

Configurable complexity rules, minimum length, expiry, and re-use prevention. Account lockout on repeated failed login attempts.

SIP Authentication

Every SIP endpoint authenticates with strong credentials. SIP trunk traffic is encrypted and authenticated at the carrier layer through Telnyx.

Password Policy Controls

Configurable complexity rules, minimum length, expiry, and re-use prevention. Account lockout on repeated failed login attempts.

Two-Factor Authentication

Optional TOTP-based 2FA for admin and agent accounts. Enforceable at the tenant or role level.

Audit Logging

Every administrative action is logged with user identity, timestamp, and change details. Audit trail is queryable and exportable.

IP Allowlisting

Optional IP-based access restriction for admin dashboard and API endpoints. Lock down admin access to known networks.

Your Retention Policy

You decide how long recordings, transcripts, logs, and backups are stored. No vendor making the call on your data lifecycle.

Self-Hosted Data Residency

Data stays on infrastructure you control. No third-party SaaS cloud, no shared-tenancy data residency uncertainty.

Native Integrations, Live on Day One

Cloud Voice Manager does not need middleware to talk to the rest of your stack. The native HMS Cloud Fleet integrations are architectural — built into the data model and the call flow logic — so they just work from the moment you log in. A full breakdown lives on the Integrations page; here’s the short list.

Host Merchant Services

Merchant data, payment history, and account context flow between your phone system and HMS services automatically.

SALT CRM

Every call, AI interaction, and SMS thread logs to SALT CRM. Caller ID matching, post-call summaries, and pipeline sync — all automatic.

Cloud AI Manager

AI agent personas, prompts, and knowledge bases are managed in Cloud AI Manager and applied across Cloud Voice Manager.

Telnyx

Carrier-grade SIP trunking, number provisioning, and SMS delivery — all managed through the Cloud Voice Manager dashboard.

Deepgram

Real-time speech-to-text powers AI agent conversations, voicemail transcription, and searchable call recordings.

REST API

Open API for custom integrations — connect Cloud Voice Manager to helpdesk, ticketing, BI, or any internal tool.
Explore All Integrations

You've Seen the Feature List — Now See It Running

A live demo walks you through every module in real time — with your own numbers, your own routing, your own AI agent configured against a sample knowledge base. See exactly what your team will use on day one.
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