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Every business runs processes that standard telephony features simply cannot cover. Perhaps you need a notification to trigger when an order reaches completion, so that your customer receives an instant update. Maybe your call routing must connect to your internal planning system, which means the phone system needs to check availability in real time. Or perhaps recordings should only activate for a single department, so that you maintain privacy across the rest of your operation.
CallFactory’s IVR platform is flexible enough to build exactly that. Our in-house team listens to your requirements, confirms what is feasible, and builds the solution directly, without templates or workarounds.
- Built by our in-house team, not templates
- Designed to match your exact workflows
- Call routing, notifications, recordings, integrations
- From straightforward rules to complex connections
How custom solutions work
It begins with a conversation. You describe what you want to achieve, not in technical language but in business terms. “When a job is marked complete, the customer should get a call.” “Calls to our support line should be recorded and transcribed.” “If no one answers, try the next person on the list.”
We then confirm whether it is feasible, explain how it would work in practice, and build it. Our in-house development team handles everything on the CallFactory IVR platform. No external contractors, no generic templates, just a solution built specifically for your workflow.
From straightforward rules to complex integrations
Custom solutions range from simple routing rules to intricate integrations with your internal systems. On the simpler end: selective call recording for one department, or a confirmed forwarding sequence that checks whether an agent is available before connecting a call.
On the more complex end: outbound notifications triggered by your management software, AI-powered transcription of recorded calls, or dynamic routing that is driven by your own API endpoints. Whatever the scope, the approach is the same. We understand the requirement, confirm it works, and build it.
Built on proven infrastructure
Every custom solution runs on CallFactory’s IVR platform, the same infrastructure that powers all our standard features. This means your solution benefits from the same reliability, call quality, and scalability as everything else we provide.
If your needs grow beyond what a custom solution can deliver, the natural upgrade path is dedicated IVR servers — a fully private telephony environment with greater flexibility and capacity.
What does it cost?
Pricing depends on how complex the solution needs to be. Simple configurations may be included at no extra cost. More advanced integrations, especially those involving API development, ongoing maintenance, or third-party connections, may involve a one-time setup fee and/or a monthly maintenance fee.
We always discuss pricing upfront before any work begins, so you know exactly what to expect.
Confirmed call forwarding
Incoming calls always reach the next available agent, even if the first person cannot answer. Your team never misses a call.
Requirement
Our client operates a critical support line with a team of agents. When the assigned person is unavailable, the call must route to the next person in the queue so that every call gets answered.
Solution
We built an application that manages incoming calls intelligently. When a call arrives, the system contacts the next available agent and plays a prompt: “This is a call for the support line. Are you available to take it? Press 1 for yes, 2 for no.”
- If the agent presses 1, the call connects immediately.
- If the agent presses 2, the system automatically offers the call to the next person in the queue.
Selective call recording and AI transcription
Record only the calls that matter for quality assurance or training. Transcribe them automatically so your team can search by keyword instead of listening to entire conversations.
Requirement
The client uses an IVR menu to route callers to different departments. For quality assurance and training, all calls to the Support department (option 1) must be recorded and archived. However, calls to other departments must remain unrecorded to protect privacy.
Solution
We configured the system to automatically record any call where the caller selects option 1 for Support. The audio file is immediately emailed to a designated address for management review.
We also integrated this with an AI transcription service, which converts the recordings into text. Now your team can read transcripts and search for keywords instead of listening to hours of calls, which significantly speeds up the review process.
Automated outbound notifications
When a job is complete or a status changes in your system, the phone system automatically calls the customer with an update. No manual work needed.
Requirement
A client in the automotive service industry needs to automate their customer notification process. Currently, they manually call customers when their vehicle is ready for pickup. The goal is to trigger this notification automatically the moment a mechanic marks the job as complete in their management system.
Solution
We provided a simple API endpoint that connects the client’s internal system to our IVR platform.
When their system sends a request with a phone number and a message, our platform automatically calls that number and plays the audio. This creates a fully automated notification system, saving time and improving customer service.
Learn more about other features
Find more information about our features that can boost your business communications.
API integrations
Tell us what you need, we build the endpoints. Our private API lets you integrate CallFactory telephony into your own software — no generic library, no guesswork, no wasted development time.
Dedicated IVR servers
Your own IVR server with full control. Build custom call applications, connect AI platforms, and scale from 4 to 200+ channels. The natural upgrade from our private API when you need more.
Call recording
Automatically record incoming business calls. Listen back via the dashboard, download recordings, and use them for training, quality monitoring, and compliance.
Custom solutions FAQ
Get clear answers about custom solutions and how they work for your business.
These are telephony features — such as routing, recordings, notifications, or integrations — built specifically for your business logic and internal workflows. They go beyond our standard features to solve problems unique to your operation.
Our in-house development team handles everything. No templates, no outsourcing, just direct collaboration between you and our team.
It depends on complexity. Simple configurations can be live in 1–2 days. More advanced integrations with API development or third-party connections may take longer. We give you a timeline before starting.
No. Describe what you want to achieve in business terms — for example, “when a job is marked complete, the customer should get a call” — and we handle the technical side.
Yes. Custom solutions can be adjusted, expanded, or simplified as your needs change. Contact our support team and we update the configuration.
With the API, your own developers write software that interacts with our platform. With custom solutions, our team builds the logic for you. Both run on the same platform, but the difference is who does the development work.
The natural upgrade path is dedicated IVR servers, a fully private telephony environment with maximum flexibility and capacity. We help you migrate without disruption.
Pricing depends on complexity. Simple configurations may be included at no extra cost. More advanced work may involve a setup fee and/or monthly maintenance fee. We always discuss pricing before any work begins.
