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Business Phone Systems Features
Business voicemail service
There will always be times when calls are not able to be taken. Avaya phone systems from Intouch use integrated voice mail with a host of features including voice mail forwarding, custom greetings, secure remote access, and cutting-edge voice mail-to-email functionality.
Time of day routing
Intouch Communications business telephone systems feature a time of day routing. This allows the call to be routed manually for users with permission or automatically based on what time it is. For example, if you’re the last person to leave the office, you can select ‘night mode’ on the handset and calls will be diverted to an alternative phone number or feature of the telephone system.
This is a basic yet important feature of any business phone system. All of our Avaya phone systems include attended and unattended transfer support. Unattended transfers simply transfer calls automatically to a different extension whereas attended transfers allow the user to dial another extension personally, allowing them to provide information like the customer’s name and reason for calling before connecting the call.
A simple yet very handy feature for office telephone systems allowing users to ‘park’ calls on one handset and pick up the call on a different handset and continue the call.
It is a legal requirement for businesses in certain industries to keep recordings of their calls, but even if you are not involved in one of those industries, keeping records of calls could be beneficial. As well as record keeping, recording of calls can offer huge value in training, refining, and quality control within your business. It’s easy to record calls and Avaya telephone systems allow you to archive recordings whether you’re a small office or a big call center.
If a user has permission, this feature allows them to pick up another person’s call on their handset. This is useful for many situations. For example, if most of the staff are in a meeting, a colleague still in the office can easily answer a call from a handset on the other side of the office.
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Call queue system
When there is less staff available to answer calls than people are ringing in, queuing calls becomes very useful. Avaya business phone systems have a call queuing function with advanced features like average time to answer and position in queue announcements and marketing on hold. The call back in queue feature allows a caller to hang up the phone while maintaining their place in the queue. When an operator becomes free, the system will then call back.
Calls can be diverted either manually with a special key or set up to be automatic. The automatic forwarding can be set to be based on the status of the handset such as ‘busy’ ‘not connected’ or ‘no answer’. Various forwarding destinations can be set based on the day of the week, time of day, or even specific days, like bank holidays for example. Both internal extensions and external phone numbers (on-net and off-net numbers) can be specified as destinations, including mobile phones.
Interactive voice response
This feature allows a caller to choose where they are routed by using the keys on their handset. Implemented correctly, the benefits to both the business and the caller are manifold. Intouch Communications are experienced in setting up IVRs of various complexities, from a simple single option to fully database-integrated menus able to capture details i.e access codes, numbers for accounts, etc.
Automated call distribution allows calls to be distributed to groups of users/agents who are currently logged in. This feature is usually set up in office telephone systems dealing with large numbers of incoming calls where the caller does not need to contact a specific staff member i.e. customer services. Calls can be distributed based on various factors, like longest agent idle and also skills-based, which would send calls to a certain department or groups with a certain skill set.
Avaya IP office conferencing
Our business phone systems have built-in Avaya IP Office conferencing functionality featuring pin access control and arrival announcement. You can reach a conference room by dialing an internal number or allow remote dial-in by allocating an external phone number.
Caller ID based routing
With this Avaya phone system feature, users can make informed decisions before answering a call by looking at the displayed caller ID. ‘Nuisance’ calls can be aborted before the phone ever rings. Priority calls/numbers can go straight through to a manager or business owner without having to speak to anyone else first. Integrate billing platforms so that overdue accounts can be routed straight to the payments department. These are just a few examples of where caller ID routing could make a big impact on your business.
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Audio paging is an intercom function where audio can be transmitted through the speaker of another handset within the system without it having to be answered. Handsets on the telephone system can be split into zones/groups allowing users with permission to page specific areas, departments or floors.
Music on hold
Intouch Communications business phone systems have onboard storage for direct loading of music/marketing on hold//digital media onto the system. External devices such as MP3, CD, and DVD players can also be connected via the audio input jack. This feature can be a lucrative place to cross-sell additional services or products to your callers, provide additional information or simply make their wait more enjoyable.
The Avaya phone system allows users to be contacted on their mobile phones as part of the system. Incoming calls ring on both their mobile and desktop handset with the same telephone number, regardless of their location. Users can answer calls on their mobile handset and then transfer them to their desktop or even to another extension of the system.
If required, Intouch Communications can Install a duplicate Avaya phone system with automatic failover. This ensures business continuity in the event of hardware failure. All functionality would be automatically switched over to the duplicate system, ensuring minimum disruption.
Avaya hot desking
This is a great feature for office telephone systems with multiple users sharing desk space and/or businesses that run shift patterns. Single desktop handsets which are defined as ‘hot desk’ stations will require a user to log in with a unique ID and PIN. This allows the handset to receive all incoming calls linked to that specific user’s extension. All the settings, programmable keys, speed dials, etc associated with that user are made available to them whilst they are logged in.
Door/ gate access control
Our business phone system allows yo to control access systems for doors and gates. This is achieved through a relay that can be triggered from buttons on the handset that has been programmed to do so.