Communications Overview

A full VoIP and SMS phone system for your business

Hiveku Communications is a complete cloud phone system — voice, SMS, MMS, IVR, queues, and an AI voice agent — built on a FusionPBX backend with Telnyx as the carrier. Use it to run your sales floor, your support hotline, your AI receptionist, or all three at once. Numbers, devices, routing, recordings, and analytics live in one place at /dashboard/communications/.

This is the phone system that runs your business — not a tool for sending SMS from your app code. If you’re looking to send SMS programmatically from a custom-built app, see Connect Twilio instead. The two products solve different problems and can both be used on the same account.

Use cases

• Inbound sales — Buy a toll-free number, route to a ring group of reps, drop unanswered calls into a queue with hold music
• Customer support — IVR menu (“Press 1 for billing”), agent queues, recorded calls for QA
• Sales team phone system — Personal extensions for every rep, click-to-call from CRM, voicemail in the dashboard
• AI receptionist — Voice AI answers your main number 24/7, captures details, books meetings, transfers when needed
• Multi-location business — Different DIDs per region, time-of-day routing, shared queues across locations
• Compliance-sensitive operations — HIPAA-compliant recording with retention policies, E911 verified addresses, audit logs

What’s included

Phone numbers (DIDs)

Buy local, toll-free, and international numbers. Port existing numbers in.

Extensions and devices

SIP endpoints for desk phones, mobile softphones, and browser softphones.

Ring groups

Sequential, simultaneous, round-robin, or longest-idle call distribution.

IVR auto-attendants

“Press 1 for sales” menus with time-based routing and TTS prompts.

Call queues

Hold music, position announcements, callback option, agent presence.

SMS messaging

Threaded SMS and MMS inbox with auto-replies and templates.

AI voice agent

AI answers, qualifies, schedules, and transfers based on intent.

Compliance and recording

E911, HIPAA-grade retention, opt-in recording, toll-fraud guard.

Architecture at a glance

Hiveku Communications is not a thin wrapper around a carrier. The full PBX runs on FusionPBX inside Hiveku’s infrastructure, and Telnyx is the underlying carrier for actual call origination, termination, and SMS delivery. You get carrier-grade quality with a full PBX feature set.

Layer	Component
UI	/dashboard/communications/
API	/api/communications/*
PBX	FusionPBX (registrations, routing, recording, queues)
Carrier	Telnyx (DIDs, SMS, voice trunks)
AI	Hiveku Voice Agent (LLM + TTS/STT)

The dashboard tabs

1. Calls

   Call history. Inbound, outbound, missed. Recording playback inline. Filter by direction, number, agent, queue, or date range.

2. SMS

   Threaded SMS and MMS inbox. Send and receive from any of your DIDs.

3. Numbers

   Buy, port, configure, and release DIDs. Per-number routing and SMS settings.

4. Extensions

   SIP endpoints for desk phones, mobile, browser. Per-extension voicemail and presence.

5. Ring groups

   Hunt-group routing strategies for inbound calls.

6. IVRs

   Menu trees, prompts, time conditions, holiday calendars.

7. Queues

   Hold music, callback, agent presence, position announcements, ETA.

8. Pools

   DID pools for spam mitigation and outbound rotation.

9. Provisioning

   Auto-provision Polycom, Yealink, and other SIP desk phones via MAC address.

10. AI Agent

    Configure the AI voice agent — voice, persona, scripts, intents, escalation.

11. Analytics

    Call volume, duration, abandon rate, queue performance, AI agent intent breakdowns.

12. Billing and Usage

    Toll spend tracker, concurrent call cap, daily caps, alert thresholds.

13. Compliance

    E911 addresses, recording retention policy, HIPAA controls, audit log.

14. API keys, Integrations, Audit

    Programmatic access, third-party connectors, full audit trail.

Setup flow

1. Buy a number

   Pick a country and area code, search for a vanity match, complete E911. See Buy and Configure a Phone Number.

2. Create at least one extension

   Either a desk phone (provisioned by MAC), a mobile softphone (download the app), or a browser softphone (in-dashboard).

3. Decide routing

   Direct to one extension, into a ring group, into a queue, into an IVR, or to the AI agent.

4. Test inbound and outbound

   Call yourself, place a test outbound call, send a test SMS.

5. Layer on automations

   Add the IVR, the AI agent, queues, and your CRM integration.

Compliance and safety

E911 addresses are a legal requirement under the RAY BAUM Act for any DID assigned to a phone that can dial 911. You must register a verified physical address before activating an extension on a DID. Hiveku enforces this at provisioning time.

Built-in safeguards:

• Toll-fraud guard — Per-account daily spend cap, concurrent call cap, automatic suspension on anomaly
• HIPAA controls — Recording opt-in announcements, custom retention windows (down to 0 days), encrypted at rest
• PCI-DSS — Pause-and-resume recording for card capture moments
• Audit log — Every config change, listen, download, and recording playback is logged

See Compliance and Recording.

API

Every dashboard action is available over the API at /api/communications/*. Common endpoints:

Endpoint	Purpose
GET /api/communications/calls	Call history
POST /api/communications/calls	Originate an outbound call
GET /api/communications/sms	SMS threads and messages
POST /api/communications/sms	Send SMS
GET /api/communications/numbers	List DIDs
POST /api/communications/numbers/search	Search available numbers to buy
GET /api/communications/extensions	List extensions
GET /api/communications/queues	List queues and live position
GET /api/communications/analytics	Aggregated metrics

Next steps

Buy a phone number

First-time setup walkthrough.

Set up an IVR

Build a “press 1 for sales” menu.

Set up the AI receptionist

Let the AI answer calls 24/7.

Compliance and recording

E911, HIPAA, and toll-fraud guard.