Welcome menus
“Press 1 for admissions…” — recorded free for customers, with dial-by-name and dial-by-extension.
EmpireUC features
Everything the phones can do.
69 features, grouped the way a facility actually works: how calls are answered and routed, messages and texting, AI, the contact center, recording and reports, and security.
Features
What EmpireUC does.
Set up by our team, and changed by our team whenever you need. Pick a group to see what is in it.
Answering & routing
Menus in more than one language
A separate menu for each language your callers speak.
Spoken menu choices
Callers can say what they need instead of pressing a key.
Ring groups
Ring a team all at once, in order, or in tiers.
Schedules & holidays
Business hours, after hours and holidays, each with its own routing, set in advance.
Day and night mode
One button on a desk phone switches the building to after-hours routing, and back.
Answering rules
Forward when busy, unanswered or offline — to a colleague, a cell phone or voicemail.
Find me, follow me
The desk rings first, then your mobile joins a few seconds later.
A fallback on every route
Every schedule has an “if nobody answers” destination. We never leave it blank — that’s where calls vanish.
Calling
Transfer, blind or announced
Send a call straight through, or introduce it first.
Transfer to voicemail
Put a caller straight into a colleague’s voicemail.
Call park
Park a call and pick it up from any phone in the building.
Call pickup
Answer a colleague’s ringing phone from your own — by group, by site or building-wide.
Paging and intercom
Page through desk phones or overhead speakers, or speak straight to one phone.
Conference bridges
A dial-in conference room of your own, and three-way calls from any phone.
Video calls
HD video from the apps and from video desk phones.
Hot desking
Sign in at any desk phone and it becomes yours, with your extension.
Shared lines
One line on several phones, so anyone can answer it or pick it up from hold.
Messages & texting
Voicemail to email
Messages arrive in your inbox with the caller’s details.
Voicemail transcription
Read voicemails as text, in the email and the app.
Group voicemail lists
Leave one message for a whole team’s mailboxes at once.
Business texting
Text from your business number. Carriers require 10DLC registration first — we handle it with you.
Picture messages
Send and receive photos and files by text, from the same number.
New-message light
The desk phone lights up when a voicemail is waiting.
Team chat
Message colleagues one to one or in groups, inside the apps.
Music & messages on hold
Hold music, or recorded messages about your services.
One voicemail box
Wherever the call is answered — desk, app or laptop — the message lands in the same place.
AI
AI agent
Answers, books and routes calls around the clock, and hands the caller to a person when it should.
AI call transcripts
Recorded calls turned into searchable text, so nobody has to listen back to find a detail.
Speech analytics
Search every call for the words that matter — a complaint, a cancellation, a competitor.
Sentiment
See which calls went well and which did not, without listening to them all.
Spoken menus
Callers say “billing” or “admissions” and the menu understands.
Greetings from text
Type a greeting and the system reads it in a natural voice.
Contact center
Queue strategies
Ring all, round robin by longest idle, linear hunt or linear cascade — chosen per queue.
Agent sign-in and status
Agents log in and out of queues from the phone or the app.
Wrap-up time and outcomes
A few seconds after each call to finish notes, and an outcome and reason tagged on it.
Queue priority per agent
An agent can serve several queues, with the most important first.
Callback instead of holding
Callers can hang up and keep their place, and the queue calls them back.
Announcements & hold music
Messages and music while the caller waits, before and during the queue.
Overflow & thresholds
When the wait or the line gets too long, calls go somewhere else.
Texts in the queue
Texts to the business number wait in line for an agent, just like calls.
Listen, whisper, barge
Supervisors listen in, coach the agent without the caller hearing, or join the call.
Wallboards
Queues, callers waiting, wait times and agent status on one screen the whole team can see.
Agent stats
Each agent sees their own numbers in the app; supervisors see the whole team.
Start-to-finish call history
Every transfer, park and hand-off of a call, in order.
Phones & numbers
Keep your numbers
Our porting specialists move your existing numbers across.
Local and toll-free numbers
Add numbers in the area codes you need, or a toll-free line.
Desk phones, set up for you
Yealink, Poly, Mitel and Grandstream, set up before they reach the desk.
Desktop, web and mobile apps
Answer, transfer and text from your laptop, a browser or your phone.
Your name on caller ID
The business name shown on outgoing calls, and a different number per line if you need it.
Fax numbers
Send and receive faxes by email.
Company directory
Every colleague in the phone’s directory, by name or extension.
E911 with location
Every phone’s emergency address is checked before it’s saved, so dispatchers are sent to the right place.
Signed outbound calls
Calls are signed under STIR/SHAKEN, the industry standard against spoofed numbers.
Recording & reports
Call recording
Included on every seat. Record every call or just some, and find them by number, person or date.
Recording alerts
An email when a recording is ready.
Sensitive details left out
Pause the recording mid-call while a card number is read out.
Call history and export
Search every call, and export it to a spreadsheet.
Answer rate & missed calls
What share of inbound calls get answered, and which don’t.
Time to answer
How long callers actually wait — not just an average that hides the long ones.
Trends
Call volume by hour, day and month, as graphs.
Busiest hours & phones
Which hours are busiest, and which phones take the most calls.
Call quality watched
We monitor call quality on every line, so problems are found before staff report them.
Security & admin
Single sign-on
Staff sign in with the work account they already use.
Two-step sign-in
A second check at sign-in, so a password alone is not enough.
Permissions per person
Recordings, voicemail, billing and reports, each scoped to the people who need them.
Encrypted calls
Calls encrypted in transit on supported phones and apps.
Calling limits
Block international or premium numbers and cap calls, to stop fraud before it costs you.
Blocked and anonymous callers
Block numbers, and turn away callers who hide their caller ID.
People
Who can see what, to the person.
Recordings, voicemail, billing and reports are each scoped. The business office sees invoices. The nurses station sees its own calls. Nobody sees everything by accident.
- Scopes per person, not per building
- Recordings and voicemail locked down separately
- Add and remove people yourself, or ask us
Integrations
If it has an open API, we connect it.
CRMs, help desks, chat, calendars, billing and AI. Calls land against the record, the recording and transcript are written back, and where no connector exists, we build one.
- Salesforce
HubSpot
Zoho CRM- Microsoft Dynamics
- Pipedrive
- monday.com
- Bullhorn
- Oracle
SAP
Odoo
QuickBooks
Xero
Stripe
Shopify
Mailchimp
Calendly
Zendesk- Zoho Desk
- Freshdesk
- ServiceNow
Jira
Confluence
Trello
Asana
ClickUp
Notion
Airtable
Intercom
Typeform
Google Sheets
Dropbox
Box- PointClickCare
- Microsoft Teams
- Slack
Zoom
Webex
Google Meet
Google Calendar
Gmail- Outlook
WhatsApp- Twilio
- ChatGPT
Claude
Gemini
Zapier
Make
n8n
Okta
The connections we carry
Click to call from the record you are looking at, the call and the recording written back, and a screen pop telling you who is ringing before you answer.
An open API and webhooks
Calls, recordings, voicemail, users and numbers are all reachable. Webhooks push events to you as they happen, so your system hears about a call the moment it ends.
Or we build it
Nothing off the shelf fits? We write the connector ourselves, the way we built the portal. Tell us what the two systems need to say to each other.
AI
Every call, written down and understood.
Recorded calls become searchable transcripts, with sentiment and the words that matter flagged — and an AI agent can take the calls nobody is free for, around the clock.
- AI call transcripts you can search
- Sentiment and keyword spotting across calls
- An AI agent that answers, books and hands over
Good to know
The details people ask about.
Call recording, included
Every EmpireUC seat and contact center seat can record calls, for quality and training — no add-on.
Business texting
Text from your business number. Carriers require 10DLC registration first — we handle it with you.
Greetings and hold music
Professionally recorded welcome menus and hold messages, free for customers.
Book a demo
See the features you care about on a call flow built for your building.