In a significant shift within the communication landscape, Microsoft has announced the end of its Voice Channels, effective from 30 June 2025  This decision has left many organisations searching for viable alternatives to maintain their call queue functionalities and ensure seamless communication. One solution that has emerged is ClobbaFlex, which offers a robust and efficient

The End of an Era: Microsoft Voice Channels

Microsoft Voice Channels have been a staple for many organisations, providing a reliable platform for managing call queues and ensuring efficient communication. However, as part of its strategic realignment, Microsoft has decided to discontinue this service. This may be seen by some as an effort to push their paid-for Queues app, although there has been no official confirmation from Microsoft regarding this

The discontinuation of Voice Channels means that you will no longer have the ability to see who is logged into a call queue or manage call routing through this platform. This change has significant implications for businesses that rely heavily on these functionalities for their daily operations.

Enter ClobbaFlex

If this is you, ClobbaFlex has emerged as a powerful alternative. Developed by Code Software Ltd, this tool offers a comprehensive suite of features designed to replicate and enhance the functionalities previously provided by Microsoft Voice Channels.

Key Features of ClobbaFlex:

  1. Call Queuing and Routing: ClobbaFlex allows organisations to establish network-based call queues within their call routing plans. This ensures that calls are managed efficiently and routed to the appropriate agents based on predefined criteria
  2. Advanced Statistics and Reporting: The tool provides detailed inbound call data, allowing organisations to analyse call outcomes, time/date stamps, and other critical metrics. This data can be downloaded in .CSV format for further analysis
  3. Interactive Voice Response (IVR): ClobbaFlex includes an IVR feature that enables the creation of personalised menu announcements. This allows callers to navigate through options using their keypad, ensuring they reach the right department or agent
  4. Call Recording and Voicemail: The tool supports inbound call recording on an all-calls, on-demand, or randomised basis. Recorded calls can be retrieved online and downloaded for local storage. Additionally, voicemail options are available with a range of email notification settings [1].
  5. Business Continuity: ClobbaFlex offers pre-built business continuity call plans that can be invoked instantly in the event of an office evacuation or other emergencies. This ensures that communication remains uninterrupted
  6. Real-Time Dashboards: Supervisors and managers can access real-time dashboards displaying key metrics such as agent status, number of calls made/taken, and total talk time. Alerts can be set up to notify supervisors when predefined criteria are breached .

Transitioning to ClobbaFlex

Transitioning from Microsoft Voice Channels to ClobbaFlex is a straightforward process. The tool is designed to integrate seamlessly with existing telephony infrastructure, ensuring minimal disruption to operations. You can configure call queues, routing policies, and other settings using a user-friendly interface, with support available for more complex configurations through PowerShell scripts.

Moreover, ClobbaFlex offers scalability, allowing organisations to adjust the number of call channels based on their needs. This flexibility is particularly beneficial for businesses experiencing fluctuating call volumes, such as during peak seasons or special events

Moving Forward

The end of Microsoft Voice Channels marks a significant change in the communication landscape. However, with tools like ClobbaFlex, organisations can continue to manage their call queues efficiently and maintain seamless communication. By leveraging the advanced features and flexibility offered by ClobbaFlex, businesses can ensure that they remain agile and responsive in an ever-evolving digital environment.

To find out more and to get your free trial please get in touch with our Team and we’ll be happy to help.