Okafor Logistics
Dispatch lead
Drivers calling in should not wait behind customers.
Set upA priority dispatch queue for driver numbers, a customer service queue for everyone else, and the driver’s open job shown on pickup.
Contact center
Queues that send each caller to the person who can help.
Support and sales lines with routing, live supervision and reporting, on the same numbers as everyone else.
- For
- Support, sales and service teams
- Shares
- Numbers with business phone
- Reports
- By queue, agent and hour
What’s included.
Routing
- Skills, language and priorityEach caller goes to the queue and agent that fit the reason for the call.
- CallbacksCallers can be offered a callback instead of a long hold.
- Wait targets and overflowEach queue has a wait target and an overflow route for when it is passed.
Supervision and reporting
- Listen, whisper, take overSupervisors join any live call from the wallboard.
- Target alertsA queue is flagged when its longest wait passes target.
- ReportsReports are broken down by queue, agent and hour of day.
At the agent’s desk
- Customer history on pickupThe ticket, the last call and the AI notes are already open when the agent answers.
- Call summariesA summary and next steps are written to the ticket after each call.
- Payment-safe recordingRecording pauses while a card number is read out, then resumes on its own.
How it works.
The caller is identified
Tizbo matches the number to the customer record, so the ticket and last call are ready.
Routing picks a queue
Skills, language and priority decide which queue and which agent fit the call.
A callback is offered
When the wait is long, the caller can leave a callback instead of holding.
The supervisor sees it
The wallboard flags a queue once its longest wait passes target, and a supervisor can listen, whisper or take over.
The call is reported
It counts in the reports by queue, agent and hour of day.
Team leads see every queue as it happens.
Who is waiting, for how long, and which agents are free. A queue that passes its wait target is flagged before callers start hanging up.
- Waiting
- 7
- across 4 queues
- Longest wait
- 2:51
- target 2:00
- Agents free
- 4 / 12
- 5 on calls
- Answered in 30 s
- 91%
- today, sample
| Queue | Waiting | Longest | Against target | Free |
|---|---|---|---|---|
| Support · EnglishBehind target | 3 | 2:51 | 143% | 1 |
| Support · Spanish | 1 | 0:48 | 40% | 1 |
| Billing | 2 | 1:12 | 60% | 1 |
| Porting | 1 | 0:35 | 29% | 1 |
- 14:31:55Ivo is free
- 14:31:38Dev ended a call · wrap-up
- 14:31:20Chloé is free
- 14:31:09Support · English passed its 2:00 target
- On a call 5
- Ana4:32
- Ben1:05
- Eli7:18
- Hana0:51
- Jo3:44
- Free 4
- Chloé0:40
- Femi2:10
- Ivo0:05
- Lea5:30
- Wrap-up 2
- Dev0:22
- Kai1:02
- Away 1
- Gus12:00
Illustration with sample data.
- Listen, whisper, take over
- Join any live call from the board
- Target alerts
- A queue is flagged when its longest wait passes target
- Reports
- By queue, agent and hour of day
Daniel’s call, second by second.
The AI receptionist answers and works out why someone is calling. Routing picks a person by skill, language and priority. When the call ends, the summary is already on the ticket.
| Time | Event | Actor | Result |
|---|---|---|---|
| 00:00.0 | Incoming call | System | 000-000-0134 → main line |
| 00:00.3 | Customer identified | System | Daniel Kim · Halcyon Dental · ticket #4821 open |
| 00:00.9 | AI answered | AI receptionist | “Thanks for calling. Is this about your number transfer?” |
| 00:06.4 | Intent detected | AI receptionist | Porting follow-up · English · returning caller |
| 00:06.6 | Skill matched | Routing | Support queue · skill: porting · priority: high |
| 00:11.2 | Agent answered | Agent | Ticket, last call and AI notes already open |
| 04:20.5 | Resolved | Agent | Cutover booked for Tue 01:00–03:00 |
| 04:32.0 | Summary saved | AI notes | Summary and 3 next steps on ticket #4821 |
Who uses it.
Examples with fictional companies, set up the way a real team might.
Bell & Ortiz LLP
Intake manager
New clients should reach intake, and existing clients should reach their own lawyer.
Set upAn intake queue for new matters, with known clients matched in the CRM and sent to their lawyer’s line.
Lumen Retail
Support team lead
English, Spanish, billing and porting calls each need their own queue, and a floor lead needs to see them all.
Set upFour queues with a 2:00 wait target and overflow routes, and the wallboard on the support floor.
Getting started.
Queues are built and test-called on temporary numbers before any real number moves.
- Week 1
Plan
List the queues, skills and call flows you have today. We draw the new routing with you.
- Week 2
Build and test
We set up queues, hours and wait targets on temporary numbers you can call. Your agents install the apps and test-call every route.
- Cutover night
Move the numbers
Numbers move in a window you choose, and we watch every route as calls arrive.
- First month
Tune
We review call data with you and adjust routing, hours and greetings.
Questions teams ask before switching.
Not answered here? Send us the question and we will answer it for your own setup.
Contact usCan we start with the phone system and add the contact center later?
Yes. Both run on the same platform, so adding queues and agents later needs no migration.
Is call recording safe for card payments?
Recording pauses automatically while a payment is taken, so card numbers never reach the recording.
How does the AI receptionist hand off to people?
It answers, asks why the person is calling and routes them to the right queue. Callers can ask for a person at any time, and the agent sees the AI’s notes before picking up.
Also on the same network.
Every product shares the same numbers, routing and customer record, so adding one needs no migration.
Business phone
Desk, mobile and browser calling on one number
View business phoneAI receptionist
Answers, routes and hands off with notes
View ai receptionistDeveloper API
REST, signed webhooks and in-app calling
View developer apiTalk to the team that will set it up.
You have seen the workspace, the wallboard and the plan. Bring your current call flows and we will walk through them using your own numbers.
- Within one business dayWe reply to book a time that suits your team.
- On the callThirty minutes on your call flows, with someone who has moved systems like yours.
- AfterwardsA written porting plan and pricing for your team size.