> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/channels/phone.md).

# Phone

## Introduction

FIRST LINE integrates standard CTI (Computer Telephony Integration) functions, including ACD (Automatic Call Distribution) call distribution and IVR (Interactive Voice Response) functions.

It also provides network-based and browser-based ways to make and receive calls, allowing customer service staff to handle customer calls anytime, anywhere, improving work flexibility and efficiency, and providing enterprises with a more convenient and efficient customer service solution while also saving labor costs.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FwwqUSzCA3tdV0tMhZ4T5%2Ffl-with-acd.png?alt=media&amp;token=afba470b-1f0c-4a84-a6a6-2a8c3da09585" alt=""><figcaption></figcaption></figure>

## Integration method

### 1. Integrate with the company’s own phone lines

Due to regulations and restrictions in different regions, in order to comply with local regulatory requirements and achieve telephone integration, you must install an additional gateway to connect the company’s existing phone lines and systems. This setup allows you to continue using your existing service hotline (such as an 0800 hotline) without making any changes.

## Hardware requirements

### If there is a power outage at the location where the Gateway is stored, will the phone function be affected?

Yes. When the Gateway loses power or encounters other failures, outgoing or incoming calls will not be possible, which may prevent customers from making calls to your system.

In this case, customers may directly hear the no-answer or busy tone provided by your telecom provider, depending on your telecom provider’s settings and features.

Therefore, in such situations, the system cannot provide a greeting or other customized voice prompts. You may need to contact your telecom provider to understand the default audio or message they provide to customers when they cannot connect to your system.

### Can a cloud PBX replace a physical Gateway?

Using a Type I telecom 0800 hotline may require equipment to be placed at the customer site in order to comply with relevant regulations.

If you want to use cloud telephony to replace a physical Gateway, you will need to consider using Type II telecom services and will not be able to use an 0800 hotline. Type II telecom services can usually provide a more flexible and convenient way to conduct voice communication, and do not require installing additional equipment at the customer site.