VoIP Provider for MSPs
The phone system your helpdesk and your sales team actually use: a callback queue (press 1, hang up, keep your place), an embeddable callback form on your site, Autotask for support and a CRM for sales.
Built for managed service providers who want fewer queue abandonments, less typing in Autotask, and a call history in the CRM — with no PBX to babysit.
Pay for what you use — nothing more
No $30 seat, no “all-in” bundle you never use. You pay for a number, a user (up to 3 devices) and the minutes you actually consume. Callback queues, web form, Autotask, CRM, recordings and SMS are included — not an $8/month add-on.
An MSP is not a typical SMB. Your clients call the helpdesk, leave voicemail, fill a form on your site — and your sales team dials prospects the same day. The Cloud PBX is built around that: a true callback queue, a web callback form that puts the visitor in the queue, Autotask for support, and a CRM for sales.
Done with endless hold and that awful, off-key music!
Less frustration, fewer abandonments. The caller presses 1, hangs up and keeps their place — we call them back as soon as a technician is free, instead of leaving them on the line while the hold music loops.
On hold
They join the queue, hear music and their position.
Press 1
They confirm the callback and hang up. No more staying on the line.
Keep their place
FIFO position is held. They are not sent to the back of the line.
We call back
As soon as an agent is free for that spot, the system dials and connects.
Offer in EN / FR / ES based on the queue language. Email alerts if a callback expires with no agent. Queue details
Callback form you embed on your site
This is not an email, a CRM card, or a “we’ll call you tomorrow”. The visitor leaves their name and number — link or iframe — and enters the same queue as phone callbacks.
- ✓ Shows on the wallboard like any other caller, including phone callbacks.
- ✓ Fits the Support or Contact page, or a “Request a callback” button on your MSP site.
- ✓ Same queue, same agents, same order — phone and web do not cut in front of each other.
On your site
Request a callback
Link or iframe · the visitor is already in queue
Integrated into your tools
The ticket stays in Autotask. The deal stays in the CRM.
Two flows, the way you already work. Helpdesk does not leave Datto Autotask PSA. Sales does not leave your CRM.
Helpdesk
It lands in Autotask
The number matches the contact (phone, mobilePhone, alternatePhone). Then a note on the open ticket. Creating a ticket when none is open is a setting — on or off.
- 1The number is matched to the Autotask contact.
- 2The call, voicemail or SMS becomes a note on the ticket.
- 3You choose whether a new Autotask ticket is created when none is open.
For example
- Someone calls the queue and talks to a tech: a note on the contact’s open ticket, with the call transcript if that’s turned on.
- Someone abandons the queue: an Autotask ticket, so helpdesk can call them back.
- After-hours voicemail: a note on the open ticket — or a new ticket, if you turned that on.
- An SMS to the same number: it lands on that contact’s ticket, not in another inbox.
Sales
It lands in the CRM
The rep does not open a second screen to log the call. The recording and transcript land on the deal. Then a CRM connector to Claude (or another model) can give you cues, update the deal, and more. Pipedrive and GoHighLevel are native; everything else — HubSpot, Salesforce, Dynamics — goes through webhook or the API.
- 1Pipedrive: call activity, recording and transcript on the open deal.
- 2GoHighLevel: a note in the contact’s conversation.
- 3Any CRM: JSON + API keys from the portal (Zapier, Make, n8n…).
Audio and text sit in the CRM: Claude, connected to your CRM, can read the call and suggest next steps.
How you get started
New customer? A few steps, and a representative can walk you through them — or configure everything for you, if you prefer.
Create an account
A quote, a portal, your first numbers and users. No contract — you pay for what you use.
Connect your devices
Phones, ATAs, softphones — up to 3 devices per user. Grandstream sets itself up; we walk you through the rest.
Configure the PBX
Callback queues, IVR, time conditions, web form. We can do it with you, or for you.
Connect Autotask
Portal → Integrations → Autotask. API credentials, queues and mailboxes to sync. Tickets start filling themselves in.
Connect the CRM
Native Pipedrive or GoHighLevel, or any CRM via webhook / API. Sales sees the calls on the contact.
Take your first calls
Your number is already ringing. Queues, callback and IVR are live — the helpdesk picks up, clients are no longer stuck on hold music.
What changes day to day
- ✓ Pay for what you use — nothing more — no $30 seat. A number, a user, the minutes you consume. Everything else is included.
- ✓ Fewer helpdesk abandonments — the client no longer stays on hold while a technician finishes a ticket. They keep their place.
- ✓ The site becomes a queue — “Request a callback” is no longer an email sitting in an inbox. It is a call placed in queue — as if the person had dialed your phone number.
- ✓ Autotask stays current without typing — calls, voicemails and SMS land on the right contact’s ticket.
- ✓ Sales have all the call notes right in the CRM so nothing gets missed — Pipedrive, GoHighLevel, or any CRM hooked up by webhook / API.
- ✓ One user, up to 3 devices — desk phone, cell and softphone on the same extension at $1/month.
- ✓ Local bilingual support — you talk to the people who run the platform, not an overseas call centre. Queue reports exportable to PDF (EN / FR / ES).
Pay for what you use — nothing more
A number, a user, the minutes and messages you consume. The PBX, advanced queues and CRM integrations are $0. No $25–40/month UCaaS seat.
You don’t need a direct number on every extension, unlike many other providers. One number for the whole company, one for support and one for sales — or whatever you want.
* Prices in US dollars, taxes extra. Calls to or from a toll-free number, and international SMS/MMS, incur extra charges. Details on the Business VoIP page.
Queue reports, generated from the portal
Not a spreadsheet to wrestle with. You pick the period, queues and technicians — the portal calculates volumes, wait times and performance, with charts. Export PDF in English, French or Spanish. Included.
Queue reports
Overview (KPI) · Support · Aug 25–29
Calls received
295
Answered
274
Abandoned
15
Outbound calls
87
Answer rate %
93 %
Abandon rate %
5 %
Service level %
86 %
Avg wait (s)
42 s
Example — the same cards, doughnut and line chart as the portal (KPI overview).
Visible metrics
- Total calls received
- Answered calls
- Missed calls
- Calls abandoned by clients
- Transferred calls
- Outbound calls
- Average call duration
- Average time to answer
- Average wait time
- Maximum wait time
- Call volume by hour
- Call volume by day
- Stats by queue
- Stats by extension / technician
- Answered calls per technician
- Unanswered calls per extension
- Presented to an extension with no answer
- Hung up / cut by an extension
- Technician time logged into queues
- Availability and unavailability periods
KPIs
- Answer rate
- Abandon rate
- Calls answered within a target
- Average answer time
- Average wait time
- Average call duration
- Call volume by period
- Peak hours
- Performance by queue
- Call distribution across technicians
Your Premium accounts do not wait like everyone else
Picture this: a Support queue for the day-to-day. A Premium Support queue for the accounts that pay not to wait. The tech is in both. If a call is waiting on each side, Premium rings — you gave it priority. You can also assign some technicians to the regular queues, and others to the Premium queues.
On the phone it shows before the name: PREMIUM Marie Tremblay, or SUPPORT. They know who they are talking to before they say hello.
To land in Premium, the client enters a code in the IVR — or you put their number in Caller ID filtering, so they never have to enter a code. For example: after hours, everyone else hears your closed-office message — or enters an access code if they have one. Numbers in Caller ID filtering go straight to the Premium queue.
You can also get a dedicated number for Premium clients. It only takes calls with a valid access code, or only through Caller ID filtering — or both.
Eliminate your clients’ frustration and increase your billable hours
Already on Autotask and a CRM? An advisor will walk you through callback queues, the web form and the integrations.
- 1 Describe your helpdesk and tools (Autotask, CRM)
- 2 We call you back shortly
- 3 Get a clear, no-commitment quote
Frequently asked questions
Why is this phone system built for an MSP?
How does queue callback work?
Does the web form actually put the visitor in the queue?
What does the Datto Autotask PSA integration do?
What about sales?
What queue reports can you generate?
How do you prioritize Premium clients?
What is the pricing?
Related solutions: Business VoIP, Web callback form, IVR and schedules, Pipedrive, GoHighLevel.