IVR Auto Attendant

Through our online web portal a complete array of IVR services can be tailored to each client individually and allow for a series of multi-level menu options to be created easily. Each call leg can have a separate call plan with a variety of options and network features. Personalised audio can be recorded via either a dial-in service, or uploaded straight from a PC.

Call Recording

Our ‘Call Recording’ is a network-based application which can be activated instantly on any one of our numbers. As this service is deployed from within the network, no hardware or software is required by the end-user. Fully scalable to any size organisation, large or small, this is the perfect solution for customers requiring a call recording solution, without incurring a capital expenditure cost. Recordings can either be downloaded from our number manager web portal, or delivered by email at the end of each call. Call Recording is available on all of our inbound numbers (even ported BT landline numbers).

Call Queuing

This is a network-based call queuing application, which holds calls when destination numbers are found to be busy. This is a remote service deployed from within our inbound platform, meaning no hardware or software is required by the customer. This is a true queuing service, where the longest waiting caller is put through next, and offers a large capacity, allowing for hundreds or even thousands of calls to be queued simultaneously where required. Calls from our ‘Queue system’ are available through the Number Manager web-portal allowing the customer to see ‘live’ details of their waiting calls and information. Personalised audio can be recorded via either a dial-in service, or uploaded straight from a PC.

Fax to Email

This service allows any one of our inbound numbers to be converted in to a fax receiving telephone number, allowing customers to receive faxes by email wherever they choose. This is a dynamic solution available with no installation, allowing for a fast connection of service. Customers can have each document delivered to multiple email addresses at the same time, with the service able to receive virtually unlimited faxes simultaneously, meaning no engaged tones for the fax sender.

Data Capture

Data Capture offers callers the ability to respond to an automated series of questions either verbally or using their phones keypad. This is a popular service when pre-screening calls prior to connection to ensure the caller meets set criteria, reducing the physical time spent by staff. Data Capture can also be used in competitions or voting, or to gauge direct customer service feedback. Response data and recorded calls can be provided via the Number manager web portal, or delivered by email.

Disaster Recovery

All of our services have the ability to be re-directed to an alternative DR call plan in the event of a problem. DR call plans can be activated quickly and easily by using the Number Manager web portal.

Geographic Area Plan

This feature allows customers the ability to route calls to a pre-defined list of destinations based on the physical location of a caller. This is a dynamic way of distributing calls to the nearest branch or store, allowing clients to publish a single central telephone number.

Hunt Groups

Incoming calls can be routed to a pre-defined list of destination numbers in turn until a call is answered or routes to voicemail, allowing for several people or teams to be offered calls in turn. Multiple Hunt Groups can operate at different times or specific days, allowing maximum flexibility. When the Round Robin feature is enabled, the hunt group sequence is re-ordered when each incoming call is received so the same destination number does not always get offered the call first, allowing for an even distribution of calls across the group.

Mid Call Transfer

This feature allows answered calls to be transferred out to another destination number, regardless of where the call is answered may be, without needing another phone line or having to pay for the cost of making a second call. This is a network-based feature offering phone system-like functionality over a wide area, so is not restricted to a single location as is a PBX. This feature can be activated on any inbound number.

Ratio Call Plan

A feature option within Hunt Groups, calls can be routed to a pre-defined list of locations on a percentage share basis, allowing for call distribution to be weighted across multiple sites.

Time & Day

This feature allows customers to route incoming calls to different destination numbers or call plans at different times of the day or days of the week. Clients can specify their open & closed times, meaning out of hours calls being treated differently, perhaps routed to mobiles or sent to an out of hours voicemail.

Voicemail

We supply a professional voicemail service which when activated will take messages when calls go unanswered or lines are busy. Voicemail messages can be delivered in any combination of ways, either by email and/or accessed through the Number Manager web-portal.

Voicemail (Out of hours)

Out of hours callers can be offered an alternative voicemail service which is available when used in conjunction with the Time & Day feature. When a service is set to closed, out of hours voicemail will take messages which can be delivered by email or accessed through the Number Manager web-portal.