Voicenter
Voice & TelephonyWork with the Voicenter cloud PBX for call records, live extension and queue monitoring, agent status, and click-to-call. Agents see real queue load and connect the right person to the caller.
What This Integration Enables
Most telephony integrations are archives. They tell you what the phones did. Voicenter is built for teams who need to know what the phones are doing, and the connector reflects that: alongside call detail record search, it exposes a live snapshot of calls in progress and the callers currently sitting in each queue with the time each one has waited so far. That is the difference between a report and an operational signal.
FlowRunner agents use both halves. They read the call log on a schedule to keep the CRM and the warehouse in step, and they poll the live surfaces to notice a queue backing up while there is still time to do something about it. When there is something to do, the connector can do it: Set Agent Status moves a person in or out of queue routing, and Start Call bridges two real phone lines. These are the writes that change what a caller experiences in the next sixty seconds, which is exactly why an agent should not make them alone. This is the digital andon cord applied to a phone queue: the agent watches continuously, and stops the line for a person when the situation needs a judgment call.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Queue watchdog that escalates instead of guessing
An agent polls List Queue Callers through the working day. Most checks return a healthy queue and nothing happens. When the longest wait in the support queue crosses the service level, the agent does not simply fire an alert with a number in it. It calls List Active Calls and List Extensions to build the actual picture: three agents on calls, two logged out, one in a Training break, and it posts that picture to the supervisor in Slack with the specific names. The supervisor decides who comes back, and the agent applies the change.
Nightly call record sync with truncation handling
Overnight, an agent runs Search Call Log for the previous day and writes each call into the CRM against the matching contact, carrying both numbers, duration, dial status, recording URL and price. Voicenter returns at most ten thousand records per request and reports a total hit count alongside the returned count, so the agent compares the two and narrows the date window rather than assuming the first page was the whole day. Calls that resolve to a known contact become activity records in HubSpot. Calls that do not resolve go to a review list, because a silently dropped call record is worse than a flagged one.
Missed call callback with the owner in the loop
An abandoned call appears in the call log. The agent looks up the number in the CRM, resolves the owning rep, and checks that rep's extension with List Extensions. It then assembles the callback: who called, when, how long they waited, and what the last open deal with them was. Start Call places a real billable call and rings two live phones, so the agent does not dial on its own initiative. It hands the rep the context and the one-tap confirmation, and dials only after the rep says go.
Human-in-Loop Highlight
The gate on this connector sits on Set Agent Status, because it is the write that changes live call routing the instant it lands. An agent moved out of Lunch starts receiving queue calls immediately, before they have finished their sandwich or opened their headset. So when the queue watchdog decides the support queue needs more people, it does not reassign anyone. It sends the supervisor a message that reads: "Support queue: 7 waiting, longest 4 minutes 12 seconds. Idle now: none. On break: Dana (Lunch, 22 min), Priya (Team Meeting, 8 min). Bring either back into rotation?" The supervisor picks a name, or picks neither and lets the queue drain. The agent applies Set Agent Status only for the person the supervisor chose. It watched the queue every minute of the shift so a human only had to make one decision, at the moment the decision actually mattered.
Agent Capabilities
7 actionsCall Log
1- Search Call Log Search the call detail records for a date window and return each call with both numbers, start time, duration, call ID, type, dial status, recording URL and price. Used for nightly CRM and warehouse syncs, and for reconstructing what happened on a disputed call. The response reports the total hit count alongside the returned count, so a flow can detect truncation and narrow the window instead of losing records.
Monitoring
3- List Extensions Retrieve the extensions visible to the organization, each with its SIP identifier, display name, speed dial, owning account, and the user name and email it belongs to. Used to map an extension to a person before routing a call or writing an activity record.
- List Active Calls Retrieve a live snapshot of the calls in progress, including the agent name, online status, direction, caller name and number, call status, IVR identifier and recording file. Used to drive a live view of the floor, or to notice an agent who has been on one call far longer than usual.
- List Queue Callers Retrieve the callers currently waiting in each queue, with the queue name and weight plus every waiting caller's number, join time and time waited so far. Used to raise a supervisor alert the moment a caller passes the service level rather than after the call is abandoned.
Agents
1- Set Agent Status Log an agent in or out of their extension, or move them into a break state such as Lunch, Training or Team Meeting. This changes live queue routing immediately, so it belongs behind a human decision rather than inside an automatic rule.
Click To Call
2- Start Call Place a real, billable call through Voicenter. It dials the first party, and once that leg is up it dials the target and bridges them. Every invocation rings a live phone and is charged, so it should sit behind an explicit condition or an approval. The returned call ID is what lets a later step end the call.
- Terminate Call Hang up a live call that was placed through click to call. This drops a real conversation the moment it runs. Used to enforce a hard call ceiling, and guarded accordingly.
Frequently Asked Questions
What can FlowRunner do with Voicenter?
FlowRunner agents can run Search Call Log, List Extensions, and List Active Calls in Voicenter, plus 4 more actions.
Does connecting Voicenter to FlowRunner require OAuth?
No. Voicenter connects to FlowRunner with an API key, no OAuth flow required.
Can Voicenter trigger a FlowRunner workflow automatically?
Voicenter doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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