No call disappears, even when nobody picks up
The phone system runs in the cloud and is part of ZynTrail; your team talks from the browser. Every call becomes a ticket in the customer’s history, next to their emails and messages — with the time, an owner and a recording.
The phone system is part of the Enterprise plan.
Every incoming call becomes a ticket
Not just the answered ones. A missed call becomes a ticket exactly like an answered one, because it’s the request most easily lost.
So one person can leave two tickets: they call, can’t get through, and call again. That’s by design. The two tickets merge in one action, nothing is deleted, and the merge can be undone.
What you get
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Phone in the browser
Take and make calls in the same window as your tickets. Hold, mute and transfer — straight away or after a word with a colleague.
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Queues
A group of agents answering one number. A call can ring everyone at once, each in turn, or whoever has been free the longest. One agent can be in several queues.
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Extensions
Every agent has their own extension, so a transferred call reaches a specific person, not “someone in the office”.
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Inbound routes
Decide which number leads to which queue, at what hours, and what happens outside them.
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Business hours and holidays
Set them once. Outside business hours, a call follows the route you chose instead of ringing in an empty office.
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Call recordings
Stored on the phone system and played from the ticket. Your telephony credentials never reach the browser.
Phone system
How a call becomes a ticket
The customer calls and waits in the queue until someone picks up. Answered or missed, the call becomes a ticket with the number and the time — and an answered call, with its recording too.
How a call becomes a ticket
- The customer calls
- Waits in the queue
- Answered or missed
- Becomes a ticket
EnterpriseThe phone system comes with the Enterprise plan, along with everything else and unlimited users.
What happens when the phone rings
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The phone system takes the call
And routes it your way: by number and time of day, to the right queue.
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ZynTrail hears about it two ways
The phone system sends the event straight away, and every 30 seconds ZynTrail also checks for missed calls itself. If a notification gets lost on the way, the check catches it.
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Every call counts once
Even if the same event arrives several times, it goes into your data only once. One call can’t turn into two.
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A ticket opens
When the call ends — answered or missed. The call, its duration and the recording go into the customer’s timeline.
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Someone takes the case
They call the customer back or write to them. Whichever they choose, it all stays in the same ticket.
The details, before you decide
- Where the phone runs
- in the browserno desk phone, nothing to install
- Ways to share calls in a queue
- 3ring all at once, in turn, longest idle
- Extensions per agent
- 1set in the phone system
- Backup check for events
- every 30 sso a call isn’t lost if a notification doesn’t arrive
- Duplicate protection
- each event is applied once
- Recordings
- through a temporary secure link
- Plan
- Enterprise, €279 a month
Two ways to connect a phone — and why they’re not equal
ZynTrail Voice is our own phone system, and everything above applies to it: queues, extensions, routes, business hours and holidays are managed from ZynTrail, every call becomes a ticket, and the backup check makes sure nothing gets lost.
Twilio is also supported, but only as a softphone — for teams that already use it. The call shows up in the customer’s timeline, but queues, extensions, routes, business hours, transfers and recordings are only available with ZynTrail Voice. We’re telling you now so you don’t find out in week two.
Telephony questions
Can’t find the answer? Write to hello@zyntrail.com
Do we have to change our phone numbers?
No. We provide you with a number on the phone system, and your existing one can be forwarded to it. Customers keep dialling the number they know.
What does an agent need on their desk?
A computer with a browser, a headset with a microphone and a stable internet connection. The phone works in the same window as the tickets.
Desk phones can also be connected to the phone system as extensions. The call controls in ZynTrail, such as mute, only apply to calls taken in the browser.
What happens to a call outside business hours?
It follows the route you set for those hours: the caller hears your announcement, and the call still becomes a ticket, so in the morning your team knows who to call back. Holidays are set separately from the weekly schedule.
Where are the recordings kept?
On the phone system. ZynTrail fetches them on request over its own secure connection, so your telephony credentials never reach the browser.
See how it would work for your team
Tell us how many people answer customers and how your customers reach you. We’ll show you the screens your team would work in — with your own cases, not a made-up script.
Start with 30 days free — every feature, nothing to pay up front.