Conference Rooms
The Conference Room feature is a conference bridge service for all users of the phone system. This feature allows for access to conference rooms via an automated attendant, transfer or by dialing the conference room extension. Conference room features include: Pin access, music for first party, caller announce, wait for moderator and conference recording.
Call Recording
The Call Recording feature allows for recording of phone conversations. Calls may be recorded on demand or be set to record inbound calls only, outbound calls only or both. Each user can be setup differently based upon need. Calls within Queues/ACD may also be recorded.
Paging Groups
Paging Groups allow a user to page a group of users through the phone. This is an advantage over a broadcast paging system since it can be targeted. Set up as an extension, this feature can be triggered by any user in the company to assist them in locating an individual or group. In addition to paging through the phone, IPlex interoperates with most overhead paging systems.
Intercom
The Intercom feature gives intercom capabilities to all telephone users on the phone network. A full duplex phone is required. Users can answer back in hands-free mode.
Desktop Faxing (Fax to and from the Desktop)/Fax to Email
Desktop Faxing allows users to send and/or receive faxes from their desktop. For outbound faxing, the feature is utilized by adding the IPlex Fax Server as an option in the user’s Print options on their PC. For Inbound faxing, a phone number can be used as a voice/fax line for a user. When a fax is received, it is sent to a specified email account (Fax to Email) in a pdf format. Fax Groups may also be set up by using a phone number as a fax line and sending the fax to a group of users (sales, Accounts Payable etc…).
Emergency Groups
Emergency groups are designed to alert internal groups that an extension on the phone system has placed an emergency call (typically 911 but other numbers can be defined). An emergency screen pop is sent to the PC of all group members which notifies them of the extension that placed the emergency call.
Voicemail Groups
Voicemail Groups provide an easy way for users to record a voicemail message that can be sent to a group of extensions.
Voicemail to Email
The Voicemail to Email feature sends all voicemail messages to a user’s email. The files are in wave format and can be listened to in the email account, easily prioritized and/or forwarded.
Text Message Voicemail Alerts
With the Text Message Alert feature, a user can be sent an immediate text message to their cell phone, pager or other device when they receive a voicemail at their work extension. This text message will include caller ID info and time of the call. This information is useful for anyone who works outside of the office and allows them to quickly determine the importance of calls being received at work and eliminate the need to keep calling in to the voicemail system to check for messages.
Ring and Hunt Groups
Ring and Hunt Groups allow inbound calls to be placed directly to a group of extensions with different ringing options (hunt, ring all, hunt with memory) This speeds up call handling and improves customer service by allowing calls to be received by department, division or by job function. Set up just like an extension, this feature can be triggered by the automated attendant or direct inward dial number (DID. Using the CID name prefix, users are alerted, via called ID, from which ring group a call is coming.
Pick Up Groups
Pick Up Groups allow users within a specified group (sales, technical, shipping etc…) the ability to pick up each other's phone calls from their phone.
Call Parking
This feature allows a user to place an incoming call in a parking zone. A number is assigned and is spoken back to the user. The user can then notify the targeted party via page or at their extension that they have a call parked. The call can then be picked up by the targeted party at any phone on the network, thereby eliminating the need to come back to their office to take the call, or the operator needing to know the extension to put the call through to.
Operator Panel
The Operator Panel is a PC-based feature that provides status information for all extensions (similar to BLF), phone lines, conference rooms, parking slots and queues.
Caller Announce
Caller Announce provides call screening functionality for a user’s extension. When a call hits the extension the incoming party is prompted to “speak their name”. The caller is then informed that their party is trying to be reached and Music on Hold is played. The user’s phone will ring and the name will be announced with options to accept or reject the call. A rejected call will be sent to the user’s voicemail. This feature may also be used in conjunction with the Follow Me feature.
Follow Me
Follow Me allows a user to enter up to five internal extensions or external phone numbers in an effort to reach them when their extension is dialed and they are away from their desk. Caller Announce (above) may also be utilized with this feature.
Time Sets
Time Sets allow for setting inbound call handling strategies 24/7/365 for each published or direct dial phone number. This feature expands upon a simple night mode button by allowing a company to change strategies based on lunch hours, absenteeism, company meetings, shift changes etc…Holiday sets can also be added to the system to take care of scheduled days off.
Automated Call Distribution (ACD)/Queues
ACD is the most advanced of the call distribution features. This feature creates a call center application by allowing incoming calls to be queued based on a variety of options. The administrator has a choice of queuing methods which include ring all, least recent, fewest calls, round robin, round robin with memory or random. Incoming callers can be given status while in the queue, estimated hold time and a menu of options for exiting the queue. Agents can be static members or have the ability to log in to handle heavy call volume.
Caller ID Systray
Caller ID to Systray displays Caller ID from an inbound phone call on the PC of the user. If delivered by the phone company the information can include both name and hone number of the inbound caller.
