---
title: "Contact centre"
description: "Skill-based queues, callbacks, wallboards, call monitoring and campaign tools, without contact-centre software prices."
url: "https://dev.www.lightningip.com.au/services/voice/features/contact-centre"
canonical: "https://dev.www.lightningip.com.au/services/voice/features/contact-centre"
updated: "2026-10-03"
---

# Contact centre

Skill-based queues, callbacks, wallboards, call monitoring and campaign tools, without contact-centre software prices.

## Run a contact centre without the contact-centre price

Smart queues, callbacks, live wallboards and supervisor tools, built into the same phone system as the rest of your business.

- Skill-based routing
- Real-time wallboards
- No separate software

- [Talk to us](https://dev.www.lightningip.com.au/contact)
- [Compare phone systems](https://dev.www.lightningip.com.au/services/voice)

## Everything your team needs to handle volume

- **Skill-based routing** — Send each call to the agent best placed to handle it.
- **Queue callback** — Let callers hang up and get a call back instead of waiting on hold.
- **Real-time wallboard** — Show calls waiting, wait times and agent status on a screen for the whole team.
- **Listen, whisper and barge** — Supervisors can listen in, coach an agent privately, or join the call.

## Answer more calls, faster

- **Skill-based routing** — Match callers to agents by skill, language or account, so the right person answers first time.
- **Queue callback** — Callers keep their place in the queue and get called back automatically when an agent is free.
- **Queue panel** — A switchboard-style view of every queue, with waiting callers and agent status at a glance.
- **Real-time wallboard** — Live stats on a big screen: calls waiting, longest wait, answered and abandoned calls.
- **SLA alerts** — Set targets for wait times and get notified when a queue falls behind.
- **Contact centre reports** — Track queue and agent performance over time, from answer rates to average handling time.
- **Call disposition and wrap-up** — Agents tag each call with an outcome, so you can see why customers are calling.
- **Call Timeline** — See a customer's full call history in one place before you answer.

## Organised outbound calling

- **Campaign management** — Load a call list, assign it to agents and track progress. Agents dial each call themselves.
- **Campaign wallboard** — Watch campaign progress and agent activity in real time.
- **Agent call inbox** — Each agent sees their assigned calls in one list, ready to work through.
- **Do Not Call list** — Keep numbers that mustn't be called out of every campaign automatically.
- **Scheduled callbacks and call notes** — Book a time to call back and keep notes against each contact.

## Available on

| Feature | Hosted Voice | Enterprise Voice | On-Site Voice |
| --- | --- | --- | --- |
| Queues and call monitoring | Included | Included | Included |
| Advanced contact centre (skills, callbacks, wallboards, reports) | On request | Included | Optional add-on |
| Outbound campaigns | On request | Included | Optional add-on |

## Frequently asked questions

### Do I need separate contact centre software?

No. These features are built into the same phone system as the rest of your business, so there's no separate platform to buy or manage.

### Can supervisors listen in on calls?

Yes. Supervisors can listen silently, whisper to an agent without the caller hearing, or join the call.

### Do you offer automatic diallers?

No. Our outbound campaign tools are agent-dialled: agents work through a list and place each call themselves.

## Find the right phone system for your business

Every feature runs on the same platform. Choose how you'd like it delivered, or talk to our local team and we'll help you decide.

- [Hosted Voice](https://dev.www.lightningip.com.au/services/voice/hosted-voice)
- [Enterprise Voice](https://dev.www.lightningip.com.au/services/voice/enterprise-voice)
- [On-Site Voice](https://dev.www.lightningip.com.au/services/voice/on-site-voice)