VoIP Integrations Platform | Business Phone System Integrations

Integrations

Every System You Already Use Already Talking to Your Phone System

Cloud Voice Manager was built inside an ecosystem, not shipped as an island with a plugin store bolted on afterward. The native integrations with the HMS Cloud Fleet, the infrastructure partnerships with Telnyx and Deepgram, and the open REST API all exist so that your phone system stops being a data silo and starts being the nerve center of your operation.

HMS Cloud Fleet

Telnyx

Deepgram

REST API

Webhooks

SIP Devices

Most VoIP 'Integrations' Are Duct Tape

Go to any business VoIP vendor’s integrations page and you’ll see the same pattern — a grid of logos, each one requiring a separate connector, a Zapier subscription, or a developer project to actually wire up. The integrations look comprehensive until you try to use them. Then you discover that the CRM sync is one-way, the call logging drops fields, the middleware breaks when someone updates an API, and the vendor’s support team points to the other vendor when something goes wrong.

Cloud Voice Manager was designed around a different assumption: that your phone system is useless if it doesn’t know who’s calling, why they’re calling, and what happened last time. That assumption forced a different architecture. The most important integrations — the ones that decide whether a conversation actually improves your customer relationship — are built into the core product, not bolted onto it.

What That Actually Means:

Native, Not Plugged-In

The HMS Cloud Fleet integrations are part of the data model. There is no connector to configure, no middleware to monitor, no subscription to renew. They ship with the product.

Bidirectional by Default

Calls, messages, and AI interactions write to the CRM automatically, and CRM contact data informs every inbound call before the agent picks up. Data flows both ways — always.

Open Where It Counts

Outside the native stack, a documented REST API and configurable webhooks let your team connect anything else — helpdesk, BI, ticketing, automation tooling, internal tools — without a vendor in the middle.

The HMS Cloud Fleet, Connected at the Core

The HMS Cloud Fleet is a suite of business products built by Host Merchant Services to work together — not just coexist in a customer’s toolchain. Cloud Voice Manager is a full member of that fleet, which means every other HMS product is a first-class integration from day one, not an afterthought on a roadmap.

Host Merchant Services

Payment processing, merchant services, and the broader HMS business platform.

The Host Merchant Services connection gives Cloud Voice Manager live access to the merchant and account context that matters most during customer conversations — payment history, account status, transaction activity, and the customer’s standing across their HMS services. For HMS merchants, this turns every inbound call into an informed conversation.

What Flows Through the HMS Integration:

Caller-to-merchant matching on inbound call — the right account is on screen before your agent says hello
Merchant account status visible in the active-call view
Recent payment and transaction context available to AI agents during live calls
Account-level notes and history attached to every call record
Cross-product activity log — a merchant's interaction history across HMS products in one view
Unified customer identity — the same merchant record across HMS, SALT CRM, and Cloud Voice Manager

SALT CRM

The CRM system of record for the HMS ecosystem — contacts, deals, pipeline, and activity history.

SALT CRM is where customer relationships live across the HMS fleet. The integration with Cloud Voice Manager is the deepest one in the product — every call, every SMS thread, every AI interaction, every voicemail is logged back to the matching SALT CRM record automatically, with the full transcript, outcome classification, and follow-up action attached.

What SALT CRM Integration Does Automatically:

Caller ID Matching

Every inbound call is matched against the SALT CRM contact database in real time. Your agent's screen shows name, company, account history, and last interaction before the call connects.

Call Activity Logging

Every inbound and outbound call creates a structured activity record in SALT CRM — call duration, disposition, direction, agent, and a link to the recording and transcript.

AI Interaction Logging

Every AI voice agent conversation is logged to SALT CRM the same way a human call would be — with the full transcript, AI-generated summary, and outcome classification attached.

Post-Call Summaries

AI-generated summaries are pushed to the contact's SALT CRM record automatically. Your pipeline stays current without a single manual log entry.

SMS Threading

Every SMS sent or received on a business number attaches to the matching SALT CRM contact. A single thread across voice, SMS, and AI interactions lives on one timeline.

Voicemail Attachment

Voicemails and their Deepgram transcripts attach directly to the caller's contact record in SALT CRM — searchable, retrievable, and linkable.

Pipeline-Stage Triggers

Configurable rules can move a deal's stage in SALT CRM based on call outcome (demo booked, objection handled, deal closed).

Contact Creation from Unknown Calls

Inbound calls from unknown numbers can auto-create a contact record in SALT CRM with the call as the first activity — no manual entry required.

Task Creation from Calls

AI agents and human agents can create tasks in SALT CRM directly from the call — follow-up reminders, ticket routing, or escalation.

Cloud AI Manager

Centralized AI configuration, prompts, and knowledge bases across the HMS Cloud Fleet.

Cloud AI Manager is the central control plane for AI behavior across HMS products. For Cloud Voice Manager, this means AI agent personas, conversation prompts, and the knowledge bases they draw from are defined once in Cloud AI Manager and applied automatically to every relevant call flow. Update a policy in one place, and every AI voice agent reflects it immediately.

What the Cloud AI Manager Integration Provides:

Centralized AI agent persona library — voice, tone, and personality defined once, applied everywhere
Knowledge base seeding — product info, FAQs, hours, policies, and pricing synced into AI agent lookups
Prompt template management — shared prompt building blocks across voice, chat, and other AI surfaces
Knowledge base versioning — roll back or promote knowledge updates across the fleet
Per-tenant and per-brand persona scoping — white-label AI configurations for multi-tenant deployments
Analytics on AI agent performance — resolution rates, escalation rates, unhandled queries — surfaced back into Cloud AI Manager for iteration
Consistent AI behavior across every HMS product the customer interacts with

Telnyx — The Carrier Layer, Built In

Telnyx is the telephony backbone behind Cloud Voice Manager — SIP trunking, DID number provisioning, SMS delivery, and carrier-grade call routing. The Telnyx connection is managed inside Cloud Voice Manager, which means you do not set up a separate Telnyx account, you do not wrestle with SIP configuration, and you do not split your telecom vendor relationships across two dashboards. Provisioning a number, running a call, and sending an SMS are all one-click actions in the Cloud Voice Manager admin panel.

What the Telnyx Integration Powers

DID Number Provisioning

Search, buy, and assign phone numbers directly from the Cloud Voice Manager dashboard. Local, toll-free, and international numbers available on demand.

SIP Trunking

Carrier-grade SIP trunking with redundant carrier routes. Call delivery is enterprise-class without enterprise configuration.

Number Porting

Keep your existing business numbers. The porting workflow is managed inside Cloud Voice Manager — submit, track, and complete ports without leaving the admin panel.

A2P 10DLC Registration

Required for legitimate business SMS in the US. Brand and campaign registration is handled through the Telnyx integration, surfaced in the CVM dashboard.

International Coverage

Inbound and outbound calling in most major markets. International DIDs available where supported by Telnyx.

Carrier Redundancy

Automatic failover across Telnyx's global POP infrastructure. Call delivery stays reliable even when individual routes degrade.

Real-Time Media for AI

Low-latency RTP media streaming powers AI voice agent conversations with sub-second responsiveness.

Usage Reporting

Telnyx-side usage data (call minutes, SMS volume, DID counts) is surfaced inside Cloud Voice Manager's admin reporting — no separate dashboard to check.

The practical effect: customers sign up for Cloud Voice Manager, pick their numbers, and start making calls. Telnyx is doing the carrier work underneath, but the customer never has to configure it.

Deepgram — Every Conversation Transcribed

Deepgram powers the speech-to-text layer across Cloud Voice Manager — real-time transcription during AI voice agent conversations, post-call transcript generation for every recording, voicemail-to-text, and the full-text search that makes call history actually useful. The integration is configured at the product level, which means transcription simply runs — no separate Deepgram account, no API key management, no per-minute billing relationship for the customer to track.

What Deepgram Powers Inside Cloud Voice Manager

Real-time transcription for AI voice agent calls with sub-second streaming latency
Post-call transcript generation for every recorded call
Voicemail-to-text on every voicemail left in the system
Speaker diarization — transcripts separated by speaker so you can follow the flow of the conversation
Automatic punctuation, capitalization, and paragraph formatting
Full-text search indexing on every transcript across the entire call history
Multi-language support for international call flows
Custom vocabulary injection for industry jargon, product names, and brand terms
Transcript delivery to SALT CRM, webhooks, and the REST API automatically

An Open API for What the Native Integrations Don't Cover

The native HMS Cloud Fleet integrations cover the workflows most businesses actually need. For everything else — custom reporting dashboards, helpdesk sync, BI pipelines, internal tools, automation platforms — Cloud Voice Manager ships with a documented REST API that exposes the full data model: calls, users, numbers, recordings, transcripts, SMS, campaigns, AI agents, and tenants.

API Capabilities

Authentication

API key-based authentication with scoped access tokens. Per-tenant key issuance, revocation, and rotation.

Resource Coverage

Full CRUD on calls, users, extensions, numbers, queues, IVR flows, recordings, transcripts, SMS threads, campaigns, AI agent configurations, and tenants.

Pagination & Filtering

Standard cursor-based pagination. Date range, tenant, user, and status filters across every collection endpoint.

Rate Limiting

Predictable per-key rate limits with clear response headers (limit, remaining, reset). No surprise throttling on production traffic.

Versioning

Stable, versioned API paths. Breaking changes are shipped behind new version prefixes — existing integrations keep working.

OpenAPI Specification

Full OpenAPI / Swagger spec published for client generation and interactive exploration.

Consistent JSON

All responses are JSON. Consistent field naming, consistent error envelope, consistent timestamp format (ISO 8601 UTC).

Test Mode

Sandbox mode for development work without touching production numbers, recordings, or CRM records.

Example: Fetch Recent Calls


GET /api/v1/calls?tenant_id=acme&direction=inbound&limit=50

Authorization: Bearer cvm_live_sk_***

The response includes every matched call’s ID, direction, caller, callee, start and end time, duration, outcome, recording URL, transcript URL, AI agent ID (if any), and matched SALT CRM contact ID. Standard pagination on the envelope.

Real-Time Events Delivered to Your Endpoint

Available Webhook Events

call.started — a call has been answered or initiated
call.ended — a call has completed (includes duration, disposition, and recording status)
call.recording.ready — a call recording has finished processing and is available for download
call.transcript.ready — the Deepgram transcript for a recorded call is available
voicemail.created — a new voicemail has been left (includes audio and transcript)
sms.received — an inbound SMS has arrived on a business number
sms.sent — an outbound SMS has been delivered or failed
ai_interaction.completed — an AI voice agent has finished a call (includes transcript, summary, and outcome)
campaign.call.completed — an outbound dialer call has completed with a disposition
user.login — an admin or agent has signed in
tenant.config.changed — a tenant configuration has been updated

Webhook Delivery Guarantees

HMAC-SHA256 signature on every request so your endpoint can verify the payload is genuine
Automatic retry with exponential backoff on non-2xx responses
Delivery log visible in the admin dashboard — inspect every delivery attempt, response code, and payload
Configurable per tenant, per event type, and per endpoint URL
Replay — re-deliver a past event to your endpoint manually from the admin dashboard

Works With the Phones You Already Own

Cloud Voice Manager is a standards-compliant SIP platform. Any SIP-compatible softphone, desk phone, or conference device that speaks standard SIP and RTP will register and work — no proprietary hardware lock-in, no vendor-specific firmware requirements, no forced device upgrades.

Supported Device Classes

Standards-compliant SIP desk phones from any manufacturer
SIP-compatible softphone applications on macOS, Windows, Linux, iOS, and Android
SIP-capable conference room devices and speakerphones
SIP ATAs (Analog Telephone Adapters) for legacy analog handset support
WebRTC browser-based calling directly from the Cloud Voice Manager dashboard — no device required
Headless SIP endpoints for custom integrations (kiosks, call centers, IoT)

The admin dashboard provides SIP credentials per extension, configuration guidance for common device families, and real-time registration status so you can see which devices are online at any moment.

One Call, Six Integrations, Zero Manual Work

To make this concrete, here is what happens inside Cloud Voice Manager when a single inbound call comes in for a merchant already in the HMS ecosystem. Every integration on this page fires — and the customer, the agent, and the CRM all end up in the right state without anyone touching a keyboard.

Call Arrives via Telnyx

An inbound call hits the customer's business DID. Telnyx routes the SIP INVITE to Cloud Voice Manager. Call setup is complete in under a second.

Caller Matched in SALT CRM

Cloud Voice Manager checks the caller ID against the SALT CRM contact database. A match is found — the caller is an existing merchant. The contact record is pulled.

HMS Context Loaded

The matched contact triggers a lookup into Host Merchant Services. Account status, recent payment activity, and merchant service details are loaded into the call context.

AI Agent Answers with Full Context

An AI voice agent (configured via Cloud AI Manager) answers the call. The agent greets the caller by name and already knows their merchant status and recent activity.

Deepgram Transcribes in Real Time

The conversation is transcribed live by Deepgram. The AI agent uses the transcript plus the Cloud AI Manager knowledge base to respond accurately. A human transfer happens if needed, with full context.

Everything Logs Automatically

Call ends. A structured activity record, full transcript, AI-generated summary, outcome classification, and recording link are all pushed to SALT CRM. A webhook fires to any connected external system. Nothing is logged manually.

Integrations That Are Actually Maintained

No Middleware Tax

No Zapier subscription, no Make scenario count, no third-party connector licensing. Native integrations ship with the product.

Documented, Not Buried

Every integration — native and API — is documented in a public developer portal. Examples, schemas, and change logs included.

Versioned, Not Brittle

Breaking API changes ship behind new version prefixes. Your existing integrations keep working until you're ready to upgrade.

One Support Team

One vendor, one support relationship for the entire stack. No finger-pointing when something goes wrong in the integration layer.

Stop Paying Middleware Vendors to Connect Your Own Stack

See the native HMS Cloud Fleet integrations running in a live demo, or dive straight into the REST API documentation and start building.