VoiceWorks™ offers three service packages which provide the complete set of features to allow employees to communicate productively. Companies can mix and match plans based on the specific needs of each employee within the organization.

To read more about of each service feature, hover your mouse over the    icon to the left.

Service Features BASIC STANDARD PREMIUM   FREE Extension to Extension Dialing Using a 2 to 6 digit extension, users can call coworkers within their company regardless of location, with no calling charges.   FREE Extension to Extension Dialing   Anonymous Call Rejection Reject calls from parties not identified with caller ID.   Anonymous Call Rejection     Call Forwarding Always Forward all your calls when you expect to not be available on your standard phone for an extended period of time.   Call Forwarding Always     Call Forwarding Busy Use this feature if your phone is currently busy. Rather than have a secretary or co-worker receive the call, route it to your voice-mail.   Call Forwarding Busy     Call Forwarding No Answer Forward all your calls when you do not answer your phone. Use this service when you would rather have a secretary or co-worker receive the call instead of the caller being sent to your voice mail box.   Call Forwarding No Answer     Call Logs Displays records of all your users’ most recent incoming, missed, and outgoing calls and allows users to click-to-dial any number on the logs.   Call Logs   Call Transfer Transfer a call to another phone using your phone or the toolbar.   Call Transfer   Call Waiting Receive another call while you are on the phone.   Call Waiting   Calling Line ID Delivery & Delivery Blocking Reveal or block the outgoing number from your line.   Calling Line ID Delivery & Delivery Blocking     Calling Name Retrieval Reveal name of calling party   Calling Name Retrieval     Do Not Disturb Send your calls directly to your voice messaging box without ringing your phone.   Do Not Disturb     e911 Service Local emergency operator assistance.   e911 Service   Find me / Follow me Define how incoming calls are routed or forwarded for individuals or groups of inbound callers, ensuring that important calls are not missed. Includes Simultaneous and Sequential Ring (listed below).   Find me / Follow me       Flash Call Hold Allows analog phones to use flash features to put calls on hold.   Flash Call Hold   Intercept User Administrators can intercept calls routed to non-working user accounts with informative announcements and alternative routing options.   Intercept User     Last Number Redial Dial last number called using redial button or a feature code.   Last Number Redial   Remote Office Lets you place and receive calls from any phone utilizing your toolbar as if you were in the office, avoiding long distance fees and hotel calling surcharges. Duplicate all VoiceWorks™ features completely.   Remote Office       Selective Call Appearance and Rejection Receive only calls that meet your pre-defined criteria. The criteria for each entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule.   Selective Call Appearance and Rejection       Sequential Ring Have up to five phone numbers ring in a specified sequence (example-office phone, then cell phone, then home phone), so you never miss a call.   Sequential Ring       Shared Call Appearance Allows a user account to be shared across multiple handsets. This is commonly used in an Executive/Admin Assistant scenario, where the executive’s line can be answered on either the executive’s phone or the assistant’s phone. Additionally, a call be placed on hold in one location and retrieved in the other location.   Shared Call Appearance       Simultaneous Ring Have incoming calls ring up to ten phone numbers or extensions at the same time, allowing users to handle incoming calls more efficiently.   Simultaneous Ring       Speed Dial 100 Call up to 100 frequently called numbers using simple feature access code.   Speed Dial 100     Speed Dial 8 Call up to 8 frequently called numbers using simple feature access code.   Speed Dial 8     Three Way Calling Add third user to existing two party call.   Three Way Calling   Two Stage Dialing Make a call from a pre-defined non-VoiceWorks™ phone and have the call handled like a VoiceWorks™ call. Eliminate long distance and international charges and hide your caller ID.   Two Stage Dialing

Service Features

Call Forwarding Selective Forward specific calls matching your pre-defined criteria to a different phone number. Use this service to forward calls from your manager, a family member, or an important customer. Advanced Feature Pack:

Directed Call Pick-up & Barge-in Forward specific calls matching your pre-defined criteria to a different phone number. Use this service to forward calls from your manager, a family member, or an important customer.   Directed Call Pick-up & Barge-in

Shared Call Appearance 5 Allows a user account to be shared across five (5) handsets. This is commonly used in an Executive/Admin Assistant scenario, where the executive’s line can be answered on either the executive’s phone or the assistant’s phone. Additionally, a call be placed on hold in one location and retrieved in the other location.   Shared Call Appearance 5

Multiple Call Arrangement Enhancement to Shared Call Appearance that allows a shared line to make and receive calls simultaneously in both locations.   Multiple Call Arrangement

Call Forwarding Selective Forward specific calls matching your pre-defined criteria to a different phone number. Use this service to forward calls from your manager, a family member, or an important customer.   Call Forwarding Selective

Hoteling Log-in to a guest phone. Also known as “hot-desking”. Once you have logged in, the phone acts exactly like your desk phone – all your network features, phone number(s), and dial plan capabilities “move” to the guest phone.   Hoteling

Intercom (Push to Talk) Simply dial an access code + a user’s extension to page any company employee.   Intercom (Push to Talk)

Service Features	BASIC	STANDARD	PREMIUM
Voice Message Indication A stutter tone indicates a new voicemail message, and a visual indicator on the phone is also provided.   Voice Message Indication
Voice Message Notification Users can by informed via email when a new voice message arrives.   Voice Message Notification
Voicemail as Email Get voicemails as email attachments. Voicemails are attached in a .wav file. If available, the caller's name and number are included in the subject line.   Voicemail as Email
Voice Message Call Back Respond to a message by calling the sender directly from the system; eliminate the need to search for and dial numbers.   Voice Message Call Back

Service Features	BASIC	STANDARD	PREMIUM
VoIP Communications Toolbar Allows you to access all of your most commonly used features directly from Microsoft® Outlook®, Internet Explorer® and Mozilla Firefox. The toolbar can be used in place of the Business VoIP web-based portal to access virtually all of the Business VoIP features, including placing and accepting telephone calls, transferring calls, changing telephone settings, and 3-way conferencing. You can right-click and dial any number in your Outlook contacts or any text-based phone number on a web page.   VoIP Communications Toolbar

Service Features	INCLUDED	OPTIONAL
Account Codes Allows the administrator to set up codes which users enter to track calls they make. Restrict or authorize key users, track devices and for professional services, track time spent between users and customers.   Account Codes
Authorization Code Administrators can set up codes that users must enter before they can place a phone call.   Authorization Code
Call Park Put a call on hold, then retrieve it from another phone.   Call Park
Call Pick-Up Retrieve a parked call from another phone.   Call Pick-Up
Device Inventory Via the web portal, administrators can inventory their IP phones and other devices.   Device Inventory
Dialing Restrictions Administrators can set the calling policy for each user, from most restrictive (internal extension dialing only) to least restrictive (domestic long distance, and international dialing).   Dialing Restrictions
Group Resource Inventory Reporting Generate reports based on usage. Track phone number, device, service, user, and department usage.   Group Resource Inventory Reporting
Call Waiting Allows users to be included in a group to handle incoming calls intended for that group. Administrators can choose a “hunt” scheme, which rings the specified phones in a different manner: Circular – sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off Regular – sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list Simultaneous – rings all of the users in the group simultaneously; the first user to pick up the ringing phone is connected Uniform – as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle the longest.   Hunt Group (one (1) included)
Music on Hold Administrators can upload an audio file (e.g.: .wav) into the system for broadcast play to parties on hold.   Music on Hold
Password Management Group administrators can re-set user passwords for the web-based portal and the voicemail system.   Password Management
Phone Status Monitoring Enables users to monitor the phone status of users within the group (e.g.: Busy, Idle or Do Not Disturb).   Phone Status Monitoring
Hunt Group(s), Additional Additional to one (1) Hunt Group feature included (see definition above).   Hunt Group(s), Additional
Auto Attendant An automated receptionist that answers the phone and provides a personalized message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to twelve configurable extensions (0-9,*,#....for example, 1 = Marketing, 2 = Sales, and so on). Configuration via the group web interface also allows for hours of operation to be modified, with different options available for hours that the company is open or closed. Group administrators use their voice portal to record auto attendant greetings. For example, a message can be left remotely to indicate that the office has been closed due to inclement weather. In addition, users have the ability to record their name for playback when a caller dials by name or extension. A group can have multiple Auto Attendants configured, either individually (for example, customer service with separate business hours) or integrated into a multi-level Auto Attendant (for example, enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).   Auto Attendant
Call Center Set up a basic Call Center with incoming calls received by a single phone number distributed among a group of users, or agents. The following functionality is supported: Agent log in and log out Uniform distribution of incoming call to the available agents Queuing of the incoming calls that cannot be answered immediately Overflow to a given destination when the group is unable to accept calls No-answer policy to redirect call to the next agent if not answered in a specific number of rings by the previous agent Deflection to a given destination outside of business hours Music on hold A variety of statistics are provided to monitor the performance of Call Centers, such as Average Number Agents Busy and Average Hold Time Before Call Loss. Statistics are also provided to track individual agent performance, such as Average Time Agent Spends on Calls and Amount of Time Each Agent Logged On and Idle.   Call Center:
Call Center Agent Call Center agents use this intuitive graphical interface to manage calls & queues in a Call Center. Agent can answer calls in the queue, transfer calls back to the queue, make outbound calls and manage their availability and escalate a call.   Call Center Agent
Call Center Supervisor Call Center supervisors have the same abilities as agents, plus ability to manage the status of all agents in their Call Center, barge in or use whisper mode on active calls and examine statistical reports on Call Center activity and queue size.   Call Center Supervisor
Call Forwarding Bundle - includes all four call forwarding features: Use these four call forwarding features to forward your incoming calls to a different phone number, such as your home office or cell phone.   Call Forwarding Bundle - includes all four call forwarding features:
Call Forwarding Always Forward all your calls when you expect to not be available on your standard phone for an extended period of time.   Call Forwarding Always
Call Forwarding Busy Use this feature if your phone is currently busy. Rather than have a secretary or co-worker receive the call, route it to your voice-mail.   Call Forwarding Busy
Call Forwarding No Answer Forward all your calls when you do not answer your phone. Use this service when you would rather have a secretary or co-worker receive the call instead of the caller being sent to your voice mail box.   Call Forwarding No Answer
Call Forwarding Selective Forward all your calls when you do not answer your phone. Use this service when you would rather have a secretary or co-worker receive the call instead of the caller being sent to your voice mail box.   Call Forwarding Selective
Enhanced Call Center Reporting #   Enhanced Call Center Reporting

All products, software and services, along with their specifications and definitions, are subject to change without notice.

Please check back periodically for updates to this page, call 1.877.402.8744 or email voip-sales@vsgi.com