Feature Reference
Platform capabilities, organized for evaluation.
Review the major capabilities available across Thirdlane voice, contact center, Connect applications, CRM, AI, administration, integrations, and infrastructure.
Exact availability depends on licensing, deployment, connected services, and endpoint support.
Voice & Routing
Business calling and tenant-specific routing on a shared platform.
Multi-tenant PBX
Separate extensions, numbers, dial plans, voicemail, routing, and administration for each customer.
Inbound call handling
IVRs, schedules, routing conditions, announcements, hunt groups, queues, and fallback destinations.
Outbound routing
Multiple trunks, dialing permissions, least-cost routing, number normalization, and route failover.
Voicemail and recording
Voicemail-to-email plus on-demand and policy-based recording with configurable retention.
Conferencing and paging
Scheduled and on-demand conferences together with paging and intercom workflows.
Phone provisioning
Device models, editable templates, firmware management, and multiple provisioning transports.
Contact Center & Messaging
Queue, agent, supervisor, and interaction tools for voice and supported customer messaging.
Queue distribution
Skills, priorities, callbacks, schedules, overflow rules, and agent availability.
Supervisor controls
Live queue and agent views with call listening, whisper, and barge controls.
After Contact Work
Configurable completion time, extensions, required dispositions, and queue-level policies.
Interaction review
Search and filter closed voice, SMS, and WhatsApp interactions by operational attributes.
Messaging channels
Associate SMS or WhatsApp identities with tenants and queues.
Message delivery records
Review provider identifiers, lifecycle timestamps, and delivery errors for supported messages.
Connect Applications
User applications for calling, meetings, collaboration, and customer communications.
Supported clients
Browser, Windows, macOS, iOS, and Android applications.
Calling and video
Business calling, video, call history, voicemail, contacts, and presence.
Team collaboration
One-to-one and group messaging, file sharing, and presence-based communication.
Meetings
Scheduled and on-demand meetings with audio, video, and screen sharing.
In-product branding
Supported provider and tenant logos, names, and colors across selected Connect surfaces.
CRM & Reporting
Tenant-scoped customer records and operational reporting connected to communications activity.
CRM records
Contacts, accounts, leads, deals, tasks, activities, lists, and tenant-defined custom fields.
Static and dynamic lists
Maintain selected members or derive membership from configured contact criteria.
Contact import
Upload CSV data with field mapping, dry-run review, matching options, and reusable import maps.
Contact timeline
Review CRM activity and communications interactions in chronological order for a contact.
Operational reports
Call, contact-center, CRM, and multi-site reports with filtering, drill-down, and scheduled delivery.
External CRM connections
Use supported contact-source and call-workflow integrations with established CRM systems.
AI & Speech
Configurable transcription and analysis for recordings and selected Connect workflows.
Recording transcription
Generate and retain text associated with supported call and conference recordings.
Post-call analysis
Produce summaries, sentiment, categories, actions, entities, quality scores, and compliance results.
Provider configuration
Configure OpenAI, Gemini, Anthropic, or an OpenAI-compatible AI analysis service.
Analysis controls
Enable only the analysis types required for each configured service.
Speech services
Configure supported transcription and text-to-speech providers or custom executable adapters.
Administration & Security
Controls for operating customer environments and delegating responsibility.
Role-based access
Assign system, tenant, contact-center, and user permissions according to responsibility.
OIDC sign-in
Use supported named providers or another OpenID Connect identity provider.
Directory synchronization
Synchronize users from Microsoft, Okta, or LDAP with configurable mappings.
Activity history
Review recorded changes for supported configuration and CRM objects.
Credential protection
Encrypt selected provider, service, integration, and storage credentials before database storage.
Signaling and media
Configure TLS, SRTP, and DTLS-SRTP where trunks and endpoints support them.
APIs & Integrations
Interfaces for external provisioning, operational systems, customer records, and telephony workflows.
REST APIs
Documented operations for supported configuration, organization, CRM, reporting, and telephony objects.
OpenAPI reference
Interactive documentation and a combined OpenAPI 3.1 specification for client generation and testing.
Outbound webhooks
Deliver selected configuration and CRM lifecycle events to subscribed HTTP endpoints.
Telephony interfaces
Use AMI and AGI for call events, call control, and dialplan extensions.
Custom SMS gateway
Connect additional SMS providers through the webhook-based gateway interface.
Deployment & Infrastructure
Deployment choices for different capacity, recovery, location, and operating requirements.
All-in-One deployment
Run management, signaling, call processing, and applications on one server.
Horizontal call capacity
Add call-processing workers when concurrent-call demand requires additional capacity.
Replicated standby
Continuously copy supported data to a separate server for administrator-initiated promotion.
High-availability pair
Use a two-server active/passive cluster with automatic service movement within one location.
S3-compatible storage
Store supported media in AWS S3, Wasabi, Backblaze B2, DigitalOcean Spaces, Cloudflare R2, MinIO, Garage, or a custom endpoint.
Operating responsibility
Run the multi-tenant platform yourself or have Thirdlane operate it for your service.
Need a feature-level review?
Share your requirements and we will identify supported capabilities, licensing, integration work, and any customer-specific engineering that may be needed.