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VoIP Features

Standard Features

  • Auto Attendant: a recording can be played to an inbound call that gives customers options. Extensions can be dialed. Options can send calls to local extensions, voice mail, conference numbers, queues, or external numbers like a cell phone. Think of this as the standard “Press 1 for Sales, 2 for Support ...”.

  • Announcements: setup a recording for the auto attendant that provides announcement to callers

  • Call Detail Records: provides various reporting capabilities to see who called, when, call length, etc. These can be exported to .csv (Excel) file.

  • Call Forward: incoming calls can be forwarded to another extension or to any phone number automatically

  • Call Monitoring: view which extensions are currently in a call

  • Call Parking: send a call to a more permanent hold location, to allow a co-worker to take the call. An common example is usually tied in with an intercom and a receptionist - “We have a sales call on line 3”

  • Call Recordings: to record all or some calls or parts of the call

  • Call Transfer: these can be announced (optionally to the caller), or blind

  • Call Waiting

  • Caller ID: support and customization for supporting providers

  • Conferences: Conference 'rooms' can be configured, optionally with secure with a PIN number. This allows inbound callers (when provided the information) to enter a set of numbers to join a conference. Conferences may optionally be recorded.

  • Do Not Disturb (DND): sends call directly to voice mail

  • Follow-me: rings a desk phone for so many rings then tries another number when a call comes in

  • Hardware support: most unlocked VoIP handsets are also supported, and the ability to use standard phones such a cordless phone (hardware costs extra)

  • Inbound Routes: custom routes to direct calls depending on the number dialed. These can be used to provide direct numbers to employees, or special conferences.

  • Original phone numbers: can be ported and maintained

  • Music On Hold: Can add .wav files including music or even a business sales message. Optionally, this can be configured to use the sound card input line to stream a radio station to your music on hold.

  • Paging for phones that support it (Polycom, Linksys, SNOM, and others): this automatically turns on the speakerphone when the special extension is dialed

  • Hunt Groups: ring multiple internal extensions and external numbers simultaneously or in succession. Hunt Groups can also prefix the Caller ID name so that you can tell where the call came from. This feature also has the option to announce the caller, or require a pin number.

  • Voice Mail: can be accessed from networked phones, and optionally sent as an email attachment

 

Additional Features

  • Route by Caller ID: when a call comes in, the call can be routed based on the destination number, Caller ID and other factors. For example, certain clients can be routed to a special after hours menu.

  • Text-to-Speech: can be customized to provide any information to caller. This can even be configured to read RSS feeds (so your website can be automatically read over the telephone system). Good quality Text-to-Speech requires a commercial 3rd party software and voice.

  • Three-way Calling

  • Timer Conditions: allow setting up of different time patterns for call handling. It allows you to direct after hours calls differently than calls during working hours, for example.

  • Remote Support:  the PBX can be managed with a web interface locally or remotely. Portable Extensions can be answered anywhere with a VoIP phone, soft phone, and standard phone or cordless. Calls from remote extensions to any internal extension are free.

  • Interactive Directory Listing

  • Intercom paging extension: a special internal extension can be created that will send the call over a speaker system

  • Eavesdrop: Allows a manager to eavesdrop on an employees live phone calls. Usually this is used in call center applications, so a manager can coach an employee on how to handle the call. It is usually configured such that the incoming caller can't hear the manager speaking, but the call agent can.

  • Fax: can send or receive faxes. Requires a provider that can successfully transmit and receive faxes.

  • Direct Inward System Access (DISA): ability to call into the system, put in a pin code and then call back outbound. This allows you to mask your mobile phone's Caller ID, or access inexpensive VoIP rates from any telephone.

  • Call Queuing: can load calls into queues so they can be answered in the order they came into the queue. Call agents are scheduled (based on business criteria), and calls are automatically routed.

  • Call Routing: can send the call different directions or perform actions based on reading the caller id info or other call information

  • Onsite Training Classes

  • POTS Support: for standard phones lines, high capacity lines T1/E1/PRI

  • Call Broadcast: an automated system dialer that will dial a phone list and play a pre-recorded message or send the call to an auto-attendant

  • Remote Office Support: a remote location can register extensions and use a centralized phone system or communicate freely between systems

  • Remote Voicemail: accessed via special dial in extension