What happens when every agent is on a call?
What to look for
A queue, not a busy signal or a voicemail box.
How Vantact handles it
Callers wait in a queue with music and announcements, and anyone who hangs up shows on the missed calls report.
Phone systems for mortgage brokerages
Renewal shoppers and realtor referrals reach an agent first, agents work from anywhere on the brokerage's number, and every advice call is recorded with a written summary.
What is the best phone system for a mortgage brokerage in Canada?
The best phone system for a mortgage brokerage in Canada gets renewal and purchase calls to an available agent before the caller tries the next broker, gives realtor partners a line that always rings a person first, lets agents work from anywhere with the brokerage's number showing, and records advice calls with a written summary. Vantact is a Canadian-owned provider that sets up and manages phone systems for mortgage brokerages around exactly those needs.
What happens when a client or partner calls
Two calls every brokerage gets, and what the phone system does with each.
Thursday, 1:45 p.m.
A homeowner calls about their renewal
Homeowner calls the brokerage
Their bank's renewal letter just arrived
Menu: 1 for renewals, 2 for purchases
Renewals ring every free renewal agent
Agent free
An agent picks up
Renewal date and offer go in the summary
All busy
The caller waits in the queue
Hearing your announcement
Hung up before anyone answered?
It's on the missed calls report
Saturday, 4:00 p.m.
A realtor calls with a buyer
Realtor calls the partner number
A buyer needs a pre-approval today
The assigned agent's phone rings
On the mobile app, wherever they are
Picks up
The agent takes the file
On the brokerage number
No answer
The backup agent rings next
In the order you set
Still missed? Voicemail calls the agent
Press 1 to hear it, # to accept
What the caller does
What the phone system does
A person picks up
The renewal wave rewards whoever answers first
CMHC projects 1.15 million Canadian mortgages will renew in 2026, the largest concentration in recent history. Every one of those borrowers is a rate shopper who may call several brokers and their bank the same afternoon. Renewal calls ring every free renewal agent at once, and callers who can't get through wait in a queue instead of hanging up on a busy signal.
Source: Canadian Mortgage Professional
A line for your realtor partners
A realtor who waits once sends the next buyer somewhere else. Give partners their own number that rings their assigned agent first, then a backup agent, in the order you set.
Agents on personal cell phones compared with a Vantact phone system
Five moments in a brokerage's day, on agents' personal cells and on Vantact.
| Agents on personal cells | A Vantact phone system | |
|---|---|---|
| Renewal call during a meeting | Voicemail | Rings every free renewal agent, then a queue |
| Realtor referral | Whichever cell they have saved | A partner number, ringing the assigned agent then a backup |
| An agent leaves | Clients keep calling their cell | The number stays with the brokerage |
| Record of the advice | Notes from memory | Recording and written summary |
| Missed calls | Invisible | Missed calls report, most urgent first |
Agents anywhere, numbers stay with the brokerage
Agents work from home, the car and open houses. With the Vantact mobile app, they make and take calls on their own phone with the brokerage's number showing. When an agent leaves, the number stays with the brokerage.
Advice calls and the FINTRAC file
Since October 11, 2024, mortgage brokerages have been reporting entities under Canada's anti-money laundering rules, with their own compliance program, record keeping and reporting duties. A phone system doesn't meet those duties for you. Recordings and written summaries can support your compliance officer's review of a file. Recordings are kept 30 days by default and longer on request.
Source: Canadian Mortgage Trends
What the principal broker sees
Each recorded call gets a written summary that records the renewal date, the lender's offer and documents still needed when they come up, with action items for next steps. You define what a negative call means for your brokerage, such as a client mentioning the bank's offer or a delay near closing, and customer loss prevention alerts flag clients and realtor partners whose calls trend negative. The missed calls report shows which rate shoppers were called back and how fast. AI call analytics runs on Vantact hardware in Toronto, so nothing leaves Canada.
Fax for lender and lawyer paperwork
Some lenders, lawyers and appraisers still fax. Electronic fax sends and receives through email, with no fax machine.
Questions to ask any phone provider
Ask any provider these questions before you switch. Here's what to look for, and how Vantact handles each one.
Can realtor partners get their own line?
What to look for
A separate number with its own ringing order.
How Vantact handles it
Yes. A partner number rings the assigned agent first, then a backup, in the order you set.
Does the number stay with the brokerage when an agent leaves?
What to look for
Numbers owned by the brokerage, used through an app.
How Vantact handles it
Yes. Agents use brokerage numbers on the Vantact mobile app.
Are advice calls recorded and summarized?
What to look for
Recording plus a readable summary for the file.
How Vantact handles it
Every call can be recorded, and each recorded call gets a summary, action items, tags and a sentiment score.
Where is borrower information processed?
What to look for
A specific location in Canada.
How Vantact handles it
Recordings and AI call analytics run on Vantact hardware in Toronto. Nothing leaves Canada.
Why Vantact
Set up for you
We configure the after-hours schedule, on-call routing and escalation to match how your company runs.
Month to month
No long-term contract.
Canadian calls stay in Canada
Vantact is Canadian-owned. Calls to and from Canadian numbers are carried on Canadian-owned carriers and routed within Canada.
Support when it matters
Live support runs 9 to 5 ET on business days. After hours, our emergency line is answered by on-call technicians.
Frequently Asked Questions
What is the best phone system for a mortgage brokerage in Canada?
One that gets renewal and purchase calls to a free agent first, gives realtor partners their own line, lets agents work anywhere on the brokerage number, and records advice calls with a written summary. Vantact sets up and manages phone systems for Canadian mortgage brokerages around those needs.
How can a mortgage brokerage handle more renewal calls?
Ring every free renewal agent at once, and put callers who can't get through in a queue instead of voicemail. The missed calls report then shows anyone who hung up and whether they were called back.
Can realtor partners have their own line?
Yes. A partner number rings the assigned agent first and a backup agent next, in the order you set.
Can mortgage agents use their cell phone with the brokerage number?
Yes. The Vantact mobile app rings on the agent's own phone and shows the brokerage number when they call out.
Does call recording cover a brokerage's FINTRAC obligations?
No. Since October 11, 2024, mortgage brokerages have their own compliance program, record keeping and reporting duties. Recordings and written summaries can support your compliance officer's review of a file, but they don't replace your program.
How long are call recordings kept?
30 days by default. Retention can be extended on request.
What does AI call analytics do for a mortgage brokerage?
It gives each recorded call a written summary with action items, flags clients and realtor partners whose calls trend negative, lists missed calls and whether they were returned, and sends a daily brief by email. It runs on Vantact hardware in Toronto.
Can callers choose an agent who speaks their language?
Yes. A language option in the menu rings only the agents who speak that language.
Where is our clients' information stored?
Call recordings and AI call analytics are kept on Vantact hardware in Toronto. Calls to and from Canadian numbers are carried on Canadian-owned carriers and routed within Canada.
Is there a long-term contract?
No. Vantact service is month to month. Vantact sets up and manages the system, with live support from 9 to 5 ET on business days and an emergency line answered by on-call technicians after hours.
Talk to us about your phones
Month to month, no long term contract. Toronto based support, Monday to Friday 9 am to 5 pm ET.