What does the Grandstream and QueueMetrics integration actually deliver?

Starting with SoftwareUCM version 1.0.1.4, organizations can connect Grandstream's SoftwareUCM software PBX platform to QueueMetrics, the call center monitoring and reporting platform developed by Loway, headquartered in Stabio, Switzerland. The combined solution covers call routing, voicemail, agent performance tracking, real-time queue dashboards, and historical analytics within a single deployment.

What is SoftwareUCM, and how does it differ from Grandstream's other PBX products?

SoftwareUCM is Grandstream's software-based IP PBX offering, distinct from the company's on-premise UCM6300 Series hardware appliances and its CloudUCM hosted platform. It is designed to give organizations the enterprise-grade unified communications (UC) feature set of the UCM line in a software-deployable form, trading hardware dependency for deployment flexibility.

What does QueueMetrics add that SoftwareUCM does not already provide on its own?

QueueMetrics, developed by Loway, is a purpose-built call center monitoring and reporting platform. The integration brings advanced queue management, real-time supervisor dashboards, and historical reporting to SoftwareUCM deployments, capabilities that a general-purpose IP PBX platform does not include natively. The result is a stack that covers both the communications infrastructure and the contact center analytics layer without requiring a separate dedicated call center platform.

Who is the stated target for this integration?

Grandstream positions the integrated solution at businesses of all sizes that need contact center capabilities but want to avoid the cost and complexity traditionally associated with dedicated call center platforms. The pitch is that organizations can build a complete, enterprise-ready call center on infrastructure they already operate.

What version of SoftwareUCM is required, and is this a native integration or a third-party workaround?

Native support for QueueMetrics begins with SoftwareUCM version 1.0.1.4. Grandstream describes the integration as built in, not a third-party workaround, meaning the connection between the PBX and the QueueMetrics reporting layer is supported directly within the platform rather than requiring external middleware or custom configuration.

Corporate · July 26, 2026

Grandstream SoftwareUCM Gains Native QueueMetrics Integration: What the Call Center Analytics Partnership Means for Integrators Specifying Affordable Contact Center Solutions

SoftwareUCM version 1.0.1.4 adds native support for QueueMetrics, pairing Grandstream's software PBX with Loway's call center reporting and agent management platform.

By AVinBrief Editorial Desk · July 26, 2026

What does the Grandstream and QueueMetrics integration actually deliver?: Starting with SoftwareUCM version 1.0.1.4, organizations can connect Grandstream's SoftwareUCM software PBX platform to QueueMetrics, the call center monitoring and reporting platform developed by Loway, headquartered in Stabio, Switzerland. The combined solution covers call routing, voicemail, agent performance tracking, real-time queue dashboards, and historical analytics within a single deployment.
What is SoftwareUCM, and how does it differ from Grandstream's other PBX products?: SoftwareUCM is Grandstream's software-based IP PBX offering, distinct from the company's on-premise UCM6300 Series hardware appliances and its CloudUCM hosted platform. It is designed to give organizations the enterprise-grade unified communications (UC) feature set of the UCM line in a software-deployable form, trading hardware dependency for deployment flexibility.
What does QueueMetrics add that SoftwareUCM does not already provide on its own?: QueueMetrics, developed by Loway, is a purpose-built call center monitoring and reporting platform. The integration brings advanced queue management, real-time supervisor dashboards, and historical reporting to SoftwareUCM deployments, capabilities that a general-purpose IP PBX platform does not include natively. The result is a stack that covers both the communications infrastructure and the contact center analytics layer without requiring a separate dedicated call center platform.
Who is the stated target for this integration?: Grandstream positions the integrated solution at businesses of all sizes that need contact center capabilities but want to avoid the cost and complexity traditionally associated with dedicated call center platforms. The pitch is that organizations can build a complete, enterprise-ready call center on infrastructure they already operate.
What version of SoftwareUCM is required, and is this a native integration or a third-party workaround?: Native support for QueueMetrics begins with SoftwareUCM version 1.0.1.4. Grandstream describes the integration as built in, not a third-party workaround, meaning the connection between the PBX and the QueueMetrics reporting layer is supported directly within the platform rather than requiring external middleware or custom configuration.

The Take

What should integrators ask before recommending SoftwareUCM plus QueueMetrics as a contact center stack?

The value proposition here is straightforward: one software PBX plus one reporting layer equals a functional contact center without dedicated call center licensing overhead. For integrators who want to build their own contact centers or field contact center inquiries from small and mid-market clients priced out of other systems, that combination is worth evaluating seriously.

Three questions are worth putting to Grandstream and Loway before spec’ing this stack. First, concurrent agent capacity: the release does not state how many simultaneous agents or queues SoftwareUCM version 1.0.1.4 supports. That ceiling determines whether this solution fits a 10-seat help desk or a 200-seat operation, and the answer shapes the conversation with the client from the first meeting.

Second, licensing model: SoftwareUCM is a software platform, and QueueMetrics carries its own licensing. It is unclear whether QueueMetrics is included, bundled, or billed separately through Loway’s own tiers. Total cost of ownership for a 50-seat deployment looks very different depending on which licensing path applies.

Third, data residency and access control: QueueMetrics is a reporting platform, which means it ingests call records, agent activity logs, and queue data. Integrators specifying this stack in healthcare, finance, or government environments should confirm where that data flows, who controls access, and whether the deployment satisfies any applicable compliance requirements before the contract is signed. Having a written AI governance policy is an important first step to this effort.

Sources

Grandstream and QueueMetrics Announce Integration of SoftwareUCM, Enabling Full-Featured Call Center Solutions, Grandstream Networks (press release)