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Every business has processes that off-the-shelf phone features do not cover. A notification that should trigger automatically when an order is ready. A call routing rule tied to your internal planning system. A recording that only activates for a specific department.
CallFactory’s IVR platform is flexible enough to build exactly what you need. Our in-house team discusses your requirements, confirms feasibility, and builds the solution — no templates, no workarounds, no trial-and-error.
- Custom-built by our in-house team
- Designed to match your exact workflows
- Routing, notifications, recordings, and more
- From simple rules to advanced integrations
How custom solutions work
It starts with a conversation. You describe what you want to achieve — not in technical terms, but in business terms. “When a job is marked as done, the customer should get a call.” “Calls to our support line should be recorded and transcribed.” “If no one picks up, try the next person on the list.”
We then confirm whether it is feasible, explain how it would work, and build it. Our in-house development team handles everything on the CallFactory IVR platform. No third-party contractors, no generic templates — a solution built specifically for your workflow.
From simple rules to advanced integrations
Custom solutions range from straightforward routing rules to complex integrations with your internal systems. On the simpler end: selective call recording for one department, or a confirmed forwarding sequence that checks agent availability before connecting a call.
On the advanced end: outbound call notifications triggered by your management software, AI-powered transcription of recorded calls, or dynamic routing driven by your own API endpoints. Whatever the complexity, the approach is the same — we understand the requirement, confirm it works, and build it.
Built on a proven platform
Every custom solution runs on CallFactory’s IVR platform — the same infrastructure that powers all our standard features. This means your custom solution benefits from the same reliability, call quality, and scalability as everything else we offer.
If your needs grow beyond what a custom solution can handle, the natural upgrade path is to dedicated IVR servers — a fully private telephony environment with even more flexibility and capacity.
What does it cost?
Pricing depends on the complexity of the solution. 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 there are no surprises.
Confirmed call forwarding
Never miss a call. Instantly route incoming calls to the next available agent — even across teams.
Requirement
Our client operates a critical support line staffed by a team of agents. If the assigned agent is unavailable when a call comes in, the call must be seamlessly routed to the next person in the queue to ensure it is always answered.
Solution
We developed an application that manages their incoming calls intelligently. When a call arrives, the system contacts the next available agent and plays an automated prompt: “This is a call for the support line. Are you available to take this call? Press 1 for yes, 2 for no.”
- If the agent presses 1, the call is immediately connected.
- If the agent presses 2, the system automatically offers the call to the next agent in the team.
Selective call recording & AI transcription
Record only what matters. Transcribe selected calls with full control over compliance and keyword search.
Requirement
The client uses an IVR menu to direct callers to various departments. For quality assurance and training, all calls directed to the Support department (option 1) must be recorded and archived. However, to protect privacy, calls to any other department should not be recorded.
Solution
Our application is configured to automatically record any call where the caller selects option 1 for Support. The audio file of the conversation is then immediately emailed to a designated address for managerial review.
As a further enhancement, we integrated this system with AI transcription. This automatically converts the recorded calls into text. Now, instead of listening to entire conversations, managers can read the transcripts and quickly scan them for keywords — significantly speeding up the review process.
Automated outbound notifications
Trigger callouts from your internal systems — from service alerts to reminders, no manual work needed.
Requirement
A client in the automotive service industry needs to automate their customer notification process. Currently, they manually call each customer when their vehicle is ready for pickup. The goal is to trigger this notification automatically the moment a mechanic marks the job as “ready” in their management system.
Solution
We provide a simple API endpoint that connects the client’s internal system to our IVR platform.
When their system sends a request containing a phone number and a message, our platform automatically places a call to that number and plays the specified audio. This creates a fully automated, instant notification system — saving the client 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 — like 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 as done, 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 — 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 seamlessly.
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.
