Browser phone
ICE Phone, the icepac.ai browser phone, puts your own extension in a browser tab. Hold, transfer, park, mute, keypad, call waiting, conference calls, microphone and speaker selection, recent calls, and busy lamps for your colleagues.
Phone System and Web Chat
A complete business phone system and web chat, with AI built in from the first ring.
icepac.ai is the phone system itself, not an add-on bolted to someone else's. Desk phones, browser calling, mobile, queues, menus, voicemail, fax, texting and your website chat run on one platform, and call intelligence, industry scoring and the AI appointment assistant run on that same platform.
Sample call path
- Inbound call on main number
- Business hours: open
- Menu: caller presses 1, scheduling
- Queue: front desk, three people ringing
- No answer: AI appointment assistant takes the overflow
- Booked, confirmation text sent
Calling
Answer from wherever work happens
Desk phones, managed for you
Phones are set up from templates, checked for the right model and firmware, and loaded with a company directory with dial-by-name.
Mobile
Take your business number with you. Calls follow you to your mobile so a caller never knows you are out of the office.
Emergency calling
Each extension carries the right caller ID and location information for emergency calls, including from the browser phone.
Operator panel
A live switchboard view for your receptionist, with single sign-on from the portal.
Texting
Send and receive text messages on your business numbers. The AI assistant answers texts too.
Website chat
A chat window on your website, with voice. Staff can take over any chat, and each chat joins the customer's record and is analyzed like a call.
Call routing
Every call goes to the right place
Queues and ring groups
Edit who is in each group, drag to change the ring order, and log people in and out of queues from the portal.
Auto attendant
Phone menus that send callers to the right team, with greetings recorded in your voice or generated from text, in English and Spanish.
Business hours, holidays and closures
Schedules, holiday calendars and closure days route calls automatically. Call modes like "in a meeting" or "closed for weather" switch routing in one step and tell you, out loud, which mode is on.
See every route
Call flow charts show how calls travel through your system, and one view shows every route into and out of an extension.
Blocked numbers
Stop nuisance and spam callers from reaching your team.
Call history that explains itself
Every call shows the menu option pressed, the queue, who answered, which schedule branch it took, and the recording inline.
Messages and documents
Voicemail, fax and screen pop
Voicemail with transcription
Voicemails arrive by email with the recording and a transcript. Share, assign and turn them into to-dos; edit greetings and PINs from the portal.
Fax
Send and receive faxes on your business numbers and see them in the portal, alongside your calls and voicemails.
Screen pop
Incoming calls pop up with the caller's history, for every call or only for the queues you work.
CRM and ticket integrations
Connects with the CRM, ticketing, practice-management and EMR systems businesses use, to look up callers, open tickets and log calls.
Recordings editor
Change any greeting or announcement yourself, by upload or by typing the words you want spoken.
Portal for your team
A customizable dashboard, users and roles, notifications and help, all in one place.
Reliability
Monitored around the clock
- Carrier connections are monitored around the clock, with our engineers alerted the moment one drops.
- You choose where calls go when the AI is off or an office is closed: staff, voicemail or mobiles.
- Office network and firewall problems are detected and flagged to our team, and many are fixed remotely.
- Each organization runs on a phone system dedicated to it, not a shared pool.
- Uptime graphs and a 30-day change log for your system.
- Alert calls and emails when something needs attention, with a follow-up when it is resolved.
- Nightly backups with retention, so settings and recordings can be restored.
- Access is limited by role and by network, with lockout after repeated failed sign-ins.
Switching is handled for you
We transfer your numbers, set up your phones, build your menus and queues to match how you work today, and train your team. Your callers keep dialing the same numbers.
Who it helps
One system for the whole office
Multi-location practices
Each office with its own hours and menus, all managed from one portal. Medical
Professional firms
Direct lines, assistants who can pick up for their attorneys, and recording on the lines you choose. Legal
Growing businesses
Start with a few lines and add people, numbers and locations as you grow. Business
Common questions
Do we need new desk phones?
Often not. We check your current phones and reuse the ones that are supported. Your team can also call from the browser.
Can we keep our phone numbers?
Yes. We move your numbers for you and schedule the switch so callers keep reaching you during the switch.
Do the AI features need a separate system?
No. The AI appointment assistant and call intelligence run on the same phone system, so there is nothing extra to connect.
Who sets up menus and queues?
We build them with you, and your team can change them later from the portal.
Free demo
Move your office to a phone system that thinks
We will map your current call flow onto icepac.ai, step by step, and show what moves over and what gets better. The demo is free and takes about 20 minutes.
- We set it up with your lines, hours and recording rules.
- You see calls like yours transcribed, summarized and scored for your industry.
- If you want it, you hear the AI appointment assistant answer and book a call.
Rather talk now? Use the chat button in the corner.
Or call 800-423-3221