Features

Call Handling

Digital Receiptionist/Automated Attendant

This feature is designed to greet inbound callers and provide them with assistance and direction. This gives the caller a professional impression of your company and is available in multiple languages. Auto Attendant will also free up your staff and will direct calls more quickly to the intended party. This feature can be programmed to be the primary or secondary point of contact in to calling parties and can be used to provide after-hours, holiday and special messages to your callers. All systems come standard with a digital receptionist/automated attendant.

Ring Groups

This feature allows calls to be placed directly or transferred to a group of extensions. 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 digital receptionist, direct transfer or Direct Inward Dial number (DID). This feature is unlimited and comes standard with all IPlex systems.

Hunt Groups

Hunt groups expand upon the ring group feature by adding intelligence to the process. In ring groups, a specified group of extensions ring simultaneously until picked up or the process times out to voice mail or another directed path. This feature enhances customer service by decreasing the amount of time a caller has to wait to speak with a person or department for assistance.. In hunt groups the phone system can be set up a few ways:

Basic Hunt:
Ring > ext 100 (3) times > ext 101 (3) times > ext 102 (3) times > Go to ext 100 voicemail if no answer.

Advanced Hunt:
Ring > ext 100 (3) times > ext 100,101 (3) times > ext 100,101,102 (3) times > Go to ext 100 voicemail if no answer.In this scenario the ringing of extensions is cumulative meaning that ext 100 will continue to ring all 9 times until answered.

Memory Hunt:
First Call > ext 100 > ext 101 > ext 102
Second Call > ext 101 > ext 102 > ext 100

Ring Groups and Hunt Groups are designed to deliver calls to a group or department for call handling using a single command. This will insure quick call delivery and minimize the wait time for customers.

Automated Call Distribution/Call Queuing

The most advanced of the call distribution features, this enhancement 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:

SKILLS BASED -Sets priorities for members of the group based on skill level. example; I want x101 to get the call if available because she is our best, then x102 etc….

LEAST BUSY -Which user has been on the phone the least for that day.

LONGEST IDLE -Which user has been off the phone for the longest time.

ROUND ROBIN or ROUND ROBIN WITH MEMORY-Callers are routed to the next available person logged into the queue in sequential order. Using round robin with memory the system remembers the last person to take a call in that queue and starts with the next person in the queue for the next inbound call to that queue.

Incoming callers can be given status while in the queue (ie...you are now second in the queue) and multiple queues can be set up based on individual needs for call distribution. Users will also be given the option to leave a message or opt out of the queue to access another party. There are no limits on the number of queues that a user can have. Users can be assigned to multiple queues and users have the option of logging in and out of queues based on an individuals availability.

Follow Me

This feature allows a user to set their individual preferences on how to be contacted through the phone system based on their schedule. This is a changeable and flexible feature platform that can be broken down on an hourly basis and has multiple choices for a single contact (i.e.… 1. ring my extension, 2. ring my cell phone, 3. send to office voice mail). This feature creates the most efficient environment for successful connection between your inbound callers and your staff. If you want to stay in touch, IPlex will find you no matter where you are.