By Business Needs
Handle incoming calls automatically
One of the common problems faced by small companies is the lack of an auto-attendant to handle incoming calls. In a typical small office environment, incoming calls are usually directed to the receptionist (if there is one) or a group of extensions for anyone available to pick up the call. Calls will need to be answered by the receptionist or someone available before the call can be transferred to the desired party extension. Even when the caller knows the party extension, the call has to be answered by someone before it can be transferred. At times, the call may be unanswered as the receptionist is busy handling another call or there is no one available to pick up the call. This can result in frustration for the caller as well as missed business opportunities as the caller is likely to move down to the next company on his list.
With an auto-attendant Interactive Voice Response (IVR) application, incoming calls can be directed to the appropriate extension(s) based on selections made by the caller. This automation speeds up response time to callers, and also frees up staff to answer calls, allowing them to concentrate on their jobs. Call capacity can therefore be expanded at a faster rate, while maintaining a lower cost.
The auto-attendant replaces or helps human operators by greeting the caller at the first ring with a welcome message and routing the call to the right destination. Callers are also able to leave voice mails if they are unable to reach their intended parties. These would enable companies to enjoy improved business communications with their customers, suppliers and vendors; enhanced productivity amongst staff and also enhanced company image.
Our Borderless Hub solution allows you to enjoy the full features and benefits of the built-in auto-attendant IVR application at no extra cost.
Up to 16 IVRs can be programmed and customized. The basic IVR allows callers to dial the extension number to connect to the extension or press 0 to connect with the operator extension or group of extensions.
Custom voice prompt
Custom voice prompts can also be recorded for each IVR. This enables you to record a professional natural human voice prompt and not a computer generated text-to-speech prompt.
Different incoming trunks may be directed to different IVRs allow different departments to have their own IVR instead of a single IVR for the entire company.
The IVR can be nested to provide a multi-level IVR system. For example, the 1st level may ask the caller to select the language option which will lead him to the next level which plays the prompts in the language selected.
We can configure different call handling during office hours and after office hours.
Connect to Extension or Group of Extensions
The IVR option can allow callers to connect to a specific extension or group of extensions. The group of extension is useful for setting up calls to department e.g Press 1 for Sales, Press 2 for Finance, etc.
With the Follow Me features, callers will be able to contact the user if when they are not in the office as the system can direct the call to the user mobile. Callers will also be able to leave a voicemail for the user and the voicemail can be delivered via email to the user.
Connect to Conference Bridge
The IVR option can allow callers to connect to the Conference Bridge facility supported in our solution.
Connect to Call Queue
The IVR option can allow callers to connect a Call Queue with Automatic Call Distribution (ACD). This is useful for setting up a help desk facility within the company. See our Call Queue solution here for more information.
Integration with Legacy PABX
Our solution is able to provide the auto-attendant capabilities on existing legacy PABX system. Companies can take advantage of the auto-attendant capabilities without having to replace their existing office phone systems including the proprietary digital key phones. Incoming calls will be handled by our auto attendant solution before directing the calls to the specific extensions on the existing PABX system.