Privacy, Security & Reliability for On-Call Lines

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150% MoneyBack Guarantee.

100%

Call-routing uptime

Zero call routing disruptions in the past 12 months.

150%

Money-back guarantee

We've offered to pay our customers to STOP using us.

Nobody has taken us up on it in the past 7 years.

1.45×

Test Coverage

For every line of code, we write ~1.45 lines to prove it works.

Our code doesn’t just work. We prove it.

Data analyzed August 24, 2026

Helpline Software schedule controlling call routing to the scheduled responder — Helpline Software uses your live schedule to send calls to the right person.

Route Calls to the Right Person Reliably

Helpline Software is an on-call phone system that routes calls to the right person using your schedule.

It escalates unanswered calls to backups automatically.

Change the on-call schedule, and routing updates instantly.

So you don't miss an urgent call.

Reliability You Can Trust

Helpline has had zero confirmed call-routing outages in the past 12 months.

We've gone more than five years without a routing outage caused by our own software.

We write about 1.45 lines of test code for every line of production code.

Every change is automatically tested before release.

Helpline Software reliability testing and call routing uptime — Helpline Software is built for reliability, with rigorous testing for every code change.

Helpline Software routing to personal cell phones without exposing personal numbers — Helpline Software can keep staff and caller numbers anonymous while routing to personal phones.

Use Cell Phones Without Exposing Personal Numbers

Send calls to the phones your team already uses.

Responders' personal numbers stay hidden from callers.

Caller ID can show responders that the call is work-related.

Authorized staff can also return calls without seeing the caller's number.

Multiple Backups for Every Call

Incoming calls do not rely on one backend path.

Redundant endpoints and auto-recovery help keep routing running.

Helpline can retry backup endpoints up to five times, for up to 10 processing attempts.

Helpline runs on Google Cloud and automatically scales when call volume spikes.

Backup Responders

Helpline can detect some reception problems or when a call reaches personal voicemail.

It can flag the issue in the realtime dashboard and move to the next backup faster.

Responders press 1 to accept calls, so handoffs are confirmed.

Call logs show every routing attempt and outcome.

See how Helpline routes calls reliably. Get a demo.

Helpline automatically routing hotline calls according to the on-call schedule with backup escalation — Helpline Software automatically escalates unanswered calls to backups.

Helpline routing hotline calls to responders' personal phones — Helpline's custom caller ID helps staff recognize calls they need to answer.

Protect Important Calls From Spam Filtering

Helpline can help configured numbers show a recognizable caller identity.

We use CNAM registration, STIR/SHAKEN verification, and spam-remediation processes.

This can reduce avoidable spam filtering.

This matters on iPhone, where unknown or suspected spam calls can be silenced.

Outage Protection for Your Entire Line

Helpline's standard service has a 99% uptime commitment.

A 99.95% uptime SLA is available for qualifying Enterprise setups.

For more end-to-end protection, port your number into Helpline.

We manage the number and the routing behind it.

So your calls don't have to pass through a separate forwarding service first.

Helpline Software outage protection for on-call line routing — Helpline Software's outage protection makes sure your calls keep moving.

Helpline Software white-glove support for hotline teams — Helpline Software's median first email response time is in minutes.

24/7 Support When It Matters

24/7 emergency support is available for critical routing issues.

Priority Support guarantees a 1-hour initial response for P1 incidents, 24/7.

In one customer outage, our team responded in 7 minutes.

They're just amazing. We're running a statewide hotline across 67 counties, which means we needed a system that could handle complex call routing, audit, and customization requirements. We knew it was going to be a big undertaking, but Helpline Software's support and onboarding was so excellent, knowledgeable and hands-on that they made it painless. They really delivered exactly what we were looking for!

Lou Ann Williams

Grants & Contracts Director, Pennsylvania Coalition to Advance Respect

Collect Data You Need. Choose Who Sees It.

Choose what data to collect and how long to keep it.

You can also use a fully anonymous workflow.

Control who can see data. Role-based permissions limit access, with separate permissions for PII.

Stored data is encrypted in transit and at rest.

You can also exclude sensitive information from backups.

Helpline Software access permissions limiting who sees PII and sensitive data — Use access permissions to limit who sees PII and other key data.

150% Money Back Guarantee

Start with confidence. If you're not satisfied within 30 days, we'll refund every dollar you paid, plus up to $500.

Available when included in your signed agreement. Claims must be made within 90 days of the contract effective date. In rare cases, the guarantee may not be included in your agreement. For example, in agreements that involve fraud risk or use cases outside the scope of our standard agreements. Cancellation requests must be submitted in writing. Void where prohibited. No cash value unless required by law. This offer may be redeemed once per organization.

FAQ

›Can staff use personal cell phones without callers seeing their number?

Yes, staff can use personal cell phones without exposing their number to callers, and caller numbers can also stay hidden from responders. Authorized staff can return calls through Helpline without seeing or manually dialing the caller's number. Caller ID is configurable so responders see a consistent work or hotline number instead.

›What happens if the primary responder has no reception or does not answer?

If the primary responder has no reception or does not answer, Helpline can detect some reception issues and automatically continue through configured backups. Routing also uses redundant backend endpoints with automatic recovery and up to 10 processing attempts if needed. Callers can stay connected during escalation or provide a callback number.

›Can caller information be kept anonymous and securely controlled?

Yes, caller information can be kept anonymous with configurable data collection and retention, including fully anonymous workflows. Stored data is encrypted at rest and in transit, and sensitive information can be excluded from backups. Role-based access and a separate PII permission restrict sensitive data to authorized users.

›How is Helpline tested for reliability?

Helpline is tested for reliability with about 1.45 lines of test code for every line of production code, plus automated testing before production. Helpline has had 0 confirmed call-routing outages in the past 12 months as of August 24, 2026. It has also gone more than five years without a routing outage caused by a bug in its own software.

›What uptime and outage support are available?

Uptime and outage support include a 99.95% SLA for qualifying managed Enterprise deployments, with a 10% service credit if qualifying uptime misses the SLA. Standard support includes tickets and a 24/7 emergency phone number for P1 routing issues. Priority Support adds a guaranteed one-hour initial P1 response; one documented outage received a response in 7 minutes.

Get Reliable Call Routing for Your Line

Show us your routing, privacy requirements, and uptime expectations.

We'll build the safeguards and backups around your workflow.

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