A stutter tone indicates a new voicemail message, and a visual indicator on the phone is also provided.

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.

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.

Administrators can set up codes that users must enter before they can place a phone call.

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).

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 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 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.

Via the web portal, administrators can inventory their IP phones and other devices.

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).

Generate reports based on usage. Track phone number, device, service, user, and department usage.

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.

Enables users to access an intercom paging system by dialing an extension within the group. The paging system is simply configured as a user and interconnected via a standard two-wire interface.

Administrators can upload an audio file (e.g.: .wav) into the system for broadcast play to parties on hold.

Group administrators can re-set user passwords for the web-based portal and the voicemail system.

Enables a user (e.g. receptionist) to monitor a configurable set of users within their business group and enables the attendant to perform functions such as click-totransfer or click-to-dial. The Client graphically displays users’ status (i.e.: busy, idle, or do not disturb), as well as detailed call information.