ITSOA VOIP PHONE SERVICES
HOSTED PBX & VOIP
Attended Transfer: Transfer a call to an extension, group, or phone number after announcing the party to be transferred.
Auto Attendant Answering:
Setup a telephone number that dials directly to an Auto Attendant. Callers are then presented with predefined options via the Auto Attendant feature.
Automatic Call Distribution (ACD):
Used to route calls in a call center environment to the appropriate agents, based on factors such as time availability, behavior, and priority levels.
Barge: Allows you to listen in on a selected extension and speak to the internal caller, but not be heard by the external caller.
Burstable Virtual Call Paths: Call Paths are “burstable”, meaning you can configure your Hosted PBX to give extra call paths “on-demand” to deliver additional calls beyond the number of paths purchased—up to 10 additional paths. The system will automatically track and bill the customers for the extra call paths and they will have use of the additional call paths for the remainder of the billing period.
Busy Call Forwarding: Automatically forwards your calls to an extension, group, or phone number when your phone is busy.
Call Forwarding:
Forwards calls via the portal, or via your device or softphone. Calls may be forwarded to any extension or phone number. Note: device or softphone forwarding functionality may vary by manufacturer.
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Conference Bridges: Multiple on-site and outside callers can simultaneously participate in password-protected conference calls. Callers can be assigned “talk/listen” or “listen only” status.
Virtual Auto Attendants
Multiple Top-Level Auto Attendants:
Allows separate telephone numbers to be routed to unique Top-Level Auto Attendants. Each Auto Attendant is individually configurable.
Sub-Level Auto Attendants: Sub-Level Auto Attendants are often used for different departments within an organization. For example, you may have a main Auto Attendant for your company, plus Sub-Level Auto Attendants for Sales, Support, etc.
Top Level Auto Attendants (Always On or Time Based): Allows callers to select menu options using a standard telephone keypad. Through the portal interface, calls can be routed to extensions, mailboxes, groups, conference rooms, call queues, or multiple levels of additional auto attendants.
Call Hold: Place calls on hold and play music or a commercial while a caller is on hold.
Call Park: Unlike a call placed on hold, a parked call may be picked up at another extension.
Call Queue: Call Queues are used to route calls on a first-in first-out basis
to the appropriate extension or group. These extensions can be agents logged into the system. Call Queues are commonly used with an ACD, where callers hear an announcement such as “Thank you for calling, all available agents are busy, please hold for the next available agent, or press ‘1’ to leave a message”. When the call is ready to be routed, the ACD handles the routing rules.
Call Recording: Selectively record calls for training or documentation purposes. Note: requires a dedicated server in the cloud.
Call Routing Time Frames: Allows routing decisions based on time and date. Multiple schedules can be configured from departments with different hours of operation (e.g. business hours, after hours and holiday hours).
Call Waiting Indicator:
Indicates incoming call (and Caller ID if available) while
another call is in process.
Caller ID:
Customize the appearance of your outgoing Caller ID by outgoing number or extension.
Call Center (Automatic Call Distribution)
Agents: Agents receive incoming calls from a queue. To receive queued calls, they must first be set up as an agent, then assigned to one or more queues.
Pause and Unpause: Ability for a call center agent to pause calls from ringing their phone while they complete a task or take a break.
Queues; If available agents are busy or unavailable, calls can be routed to an intelligent call queue. You can prioritize calls by value, request urgency or customizable rules.
Reason Codes: If an Agent needs to stop receiving calls temporarily, but does not want to log out of the queue, the agent can pause their incoming queue calls and provide a Reason Code to indicate why.
Tally Codes: When an agent receives a queued call and needs to assign it to a specific category for billing or other purposes, he/she can provide a Tally Code to indicate the nature of the call.
Zero Out: Allows a caller to leave the queue by pressing “0” to choose other call routing options, such as voicemail.
Voicemail to Text Message:
Don’t have a smartphone or tablet capable of playing WAV files? Enter an SMS address in your company portal and the Hosted PBX will send a shorter text message to your device. Note: 3rd party text messaging rates may apply.
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Directed Call Pickup: Allows users to dial *8 plus an extension number to answer a call ringing at that extension. Note: this feature does not work with a Group or Queue call.
Do Not Disturb: A device or softphone feature that simulates a phone being off-the-hook and sends incoming calls directly into voicemail. Other routing options are also available.
Find Me (Digital Assistant):
Set up a personal assistant to find you at up to five locations. This feature is configured per extension and offers multiple options to route calls once they have reached the given extension. Callers are prompted to announce themselves and are given the option to try the next location or to leave a message.
Forward Calls Locally or Remotely via Phone or Web: Call Forwarding is easy to set up and manage from your desktop or on-the-go.
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Listen Live: Allows you to listen in on a selected extension, but not speak.
No Answer Call Forwarding: Automatically forwards your calls to an extension, group, or phone number when you do not answer your phone.
Office Intercom: Dial another user’s extension and activate their phone speaker to make an announcement. Note: phone specific; check per brand or model.
Activity Reports: Activity reports provide graphs of call traffic and virtual path usage for all call types that occurred during the past 90 days.
Call Traffic by Extension: Track the number of calls by individual extensions.
Call Center Reports: Detailed reports can be viewed for activity and performance statistics per agent or per queue, such as answered and abandoned calls, and incoming calls per DID.
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Ring Groups: Enable multiple extensions to be joined as a group, and then route calls sequentially or simultaneously to that group.
Speed Dial: A device or softphone feature that automates the dialing of a predetermined phone number.
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MOBILE VOIP
Account Management: Manage your account including company name, sales reps, agents/partners, billing email, technical email, contracts and orders.
Automated Billing System: Features include monthly billing, automated credit card
charges, Dunning, and A/R.
Case Management/LNP:
View the status of existing Number Porting Cases, submit new ones, assign Case ID’s, and search for cases using advanced options.
Click-to-Dial: Browser plugins enable Click-to-Dial functionality for the following browsers:
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Microsoft Internet Explorer
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Google Chrome
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Safari
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Mozilla Firefox (July 2014)
Detailed Accounting: Track orders, invoices, and online billing, including sales proposals, orders, invoices, payments, credits, refunds, and automated monthly billing and dunning systems.
Endpoint Template Management:
Create and modify configuration templates for any phone or endpoint on the market.
Cloud Extensions:
An extension type that has no physical device information. Cloud Extensions are used to configure the routing of call traffic to and from the Hosted PBX, and to provide voicemail capabilities.
Mobile Office Extensions:
IP desk phone features such as Auto Attendant, Unified Mailbox, and Find Me are seamlessly integrated into mobile workers’ laptops and smartphones.
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Support for Softphone:
Our system works beautifully with most of the popular SIP softphones available today. Softphones let you access your phone wherever you are, allowing you to be called by any telephone number. Any domestic number can be assigned to your softphone line. Softphones offer full featured phone applications that allow you to make and receive calls, transfer calls, forward calls, teleconference, and check your voicemail.
Message Center: Broadcast communications to Service Providers and Customers.
Operator Console:
Web-based presence and call control application that allows users to drag and drop calls to and from other extensions, parking lots, conference bridges, or out of the Call Center queues. There is also access to voicemail, Click-to-Dial and chat functions. The console’s contact list may be built “on the fly” or imported from another source.
Shared Line Appearance Hunt Group: In addition to the above shared line features, there is the ability to group lines into a “busy roll-over“ hunt group. This feature allows calls to be presented to the next available line in the group.
Test My Connection: A diagnostic tool that allows your customers to test their own broadband connection for VoIP quality, suitability, and firewall port status from within their portal or via a URL.
URL Agent: Enables inbound calls to a user’s extension to manually or automatically display a Screen Pop from a 3rd party web application.
User Dashboard (coming soon): A web-based user interface that allows users to configure their Hosted PBX, create Call Groups and Queues, plus view call detail records, billing information, voicemail options, and more.
INTEGRATED SOLUTIONS
API
We provide an application programming framework to allow other parties to obtain and pass information to our platform from other programs or systems. Some of the capabilities will include, but are not limited to:
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Presence and Click-to-Dial
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Call Control and Status
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Call Logging
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CRM integrations like Salesforce, Netsuite, etc.
Hosted Fax:
Allows you to send faxes from your computer, which can then be received via email or routed to a physical fax device. This feature provides immediate access to faxes - anywhere, anytime, and from any device.
Microsoft Outlook Plugin:
Optionally installed with Outlook 2010 and 2013; provides users with the following features: Click-to-Dial, Screen Pops, and Call Logging.
Salesforce.com Plugin:
An installable plugin for users of Salesforce.com supporting Click-to-Dial, Screen Pops and Call Logging.
Screen Pops:
A small pop-up window that displays inbound Caller ID information on the user’s screen