Hosted IP Telephony Services

Gain greater control of your calls through your IP telephony desktop management console including:

• Do not disturb
• Remote office
• Simultaneous ring
• Call forwarding always
• Call forwarding no answer
• Voicemail
• Calling line ID delivery blocking

Automatically sync your contact information between your IP telephony solution and CRM system.

Keep your contacts and important information up-to-date and reduce time for your call agents by automatically saving the call and customer details directly into your CRM software.

By integrating your IP telephony and CRM system you can improve your sales process by providing the information to pitch based on background or provide support with history and previous interactions.

For sales reps, detailed information about prospects helps them tailor their pitch accordingly. Support agents, on the other hand, need to know every customer’s case history.

Distribute incoming calls to a central phone number among the members of that group according to a hunting policy. Available hunting policies on our IP telephony solution are as follows:

• Regular (linear) – The incoming calls to the group start hunting on the first user in the list and hunt all the provisioned users sequentially, until an idle user is found or the end of the list is reached.
• Circular – The incoming calls to the group start hunting with the user following the last user to receive a call. When the end of the list is reached, the hunting circles back to the first user in the list. The hunting ends when an idle user is found or all the users have been visited.
• Uniform – The incoming calls to the group are presented with the user that has been idle for the longest time.
• Simultaneous – The incoming calls alert all idle users in the group. The call is connected to the first user to answer the call.
• Weighted – The incoming calls alert agents in a pseudo-random fashion according to their relative weight. Agents with a higher weight are assigned more incoming calls than agents with lower weights.

This IP telephony functionality overlay adds advanced Call Centre functionality to users, driven through a PC desktop application.

It allows visibility and desktop control of:

• call handling
• call queues
• agent status
• barge-in and silent monitoring
• supervisor escalations
• real time and historic reports
• access to group and enterprise contact directories

Auto Attendant (IVR) provides effective fielding and delivery of inbound calls and to the intended destination through interactions with the caller.

It is reached by dialling an associated telephone number or extension. Once connected, the caller is played a customisable greeting that provides a menu of options to route their call.

The menu, which is configured by the group administrator, can provide the caller with a number of options as follows:

• One-Key Dialling
• Operator Dialling
• Name Dialling
• Extension Dialling

Enable mobile functionality using the IP telephony software application that allows your users to control their telephone service settings from their Windows desktop device or mobile phone.

Set remote working options using find me / follow me features to redirect users direct dials to alternative number like their mobile.

Ensure that you’re always accessible to customers. Create a tailored voice, business continuity plan to support your communications in disaster-based scenarios.

Configure different disaster recovery routing plans in advance, so you can feel assured that your calls can then be diverted to other numbers in real time to support your availability in times of emergency.