VoIP Full Feature List

GENERAL

Auto-Attendant

  • Dial by Name Directory
  • Intro Greeting
  • Post-Welcome Greeting
  • Dial by Extension
  • Multiple Language Auto Attendant
  • Configurable AA Timeouts

Call Pick up

  • Directed Call pickup
  • Group pickup
  • Site pickup
  • Domain Pickup

Conferencing (Dedicated Bridge)

  • Leader Login
  • Leader PIN
  • Participant PIN
  • Require Leader to Start
  • Begin and End times
  • Max # of Participants
  • Save Participants
  • Announce Participants
  • Arrive/Depart Tones
  • Call Park
  • Call Retrieve
  • Parktrieve
  • Call Disposition and Reason
  • Hot-desking
  • Attendant Console
  • Intercom
  • Call Recording
        Mid-Call Recording Redaction
        Full Domain Call Recording
  • Custom MoH (Comfort Message)
  • Multi-Language IVR
  • Presence
  • Time frames
  • Text-to-Speech

USER

Bulk User Editing

Answering Rules

  • Ring Time Out
  • Do Not Disturb (DND)
  • Call Screening
  • Call Forwarding
      ○ Always
      ○ When Busy
      ○ When Unanswered   ○ When Offline
  • Custom Call Center Statuses
  • Call Volume

Conferencing (Owned Bridge)

  • Leader Login
  • Leader PIN
  • Participant PIN
  • Require Leader to start
  • Begin and End Time
  • Max # of Participants
  • Save Participants
  • Announce Participants
  • Arrive/Depart Tones

Voicemail

  • Voicemail to Email
  • Voicemail Distribution List (Deep Copy)
  • Voicemail Reminder (Persistent Notifications)

Call Waiting

  • Delayed Simultaneous Ring
  • Extension Forbid List
  • Localization
  • Music on Hold (MOH)
  • Operator Forward
  • Presence
  • Ring All
  • Simultaneous Ring (Sim Ring)
  • Time Frames
  • Gravatar Integration

Single Sign-on (Google and o365)

DEVICE-RELATED

  • Zero Touch Provisioning
  • Auto-Provisioning
  • Bulk edit via portal
  • Customization of Phone Directories
  • Device Overrides (via portal and Admin UI)
  • Device Passwords (via portal and Admin UI)
  • Inventory
  • Inventory import (via portal and Admin UI)
  • Geography Based Provisioning
  • Hot-desking
  • Mass Resync
  • Message Waiting Indicator (MWI)
  • N-way Call
  • Preferred Server Location
  • Shared Line Appearance (SLA)
  • Star Codes
  • User Agent Permit Filter
  • Video Telephony
  • vButton Builder – GUI for device button and template deployment
  • Queue Status Monitored BLF
  • Day/Night Mode Monitored BLF

PHONE NUMBERS

  • Phone Number Inventory
  • Timed Enable/Disable
  • Localization
  • Enable Language on DID
  • Time of Day Routing
  • Route Manager
  • Alternate Numbers
  • Allowed Numbers
  • Anonymous Call Rejection
  • Blocked Numbers
  • Calling Line ID Blocking
  • Configurable Call ID
  • Direct Inward Dialing
  • Normalization of Numbers
  • Privacy

SECURITY

Portal Security

  • Secure Passwords
  • Forced Password Reset
  • Masquerade
  • User Welcome Emails
  • reCAPTCHA
  • v2
  • Invisible

Transport Layer Security (TLS)

Dictionary Attack Prevention for Phone Provisioning Files (S.A.F.E)

Dial Permissions

User Limits

Reject Log

Alarms

Authorization Codes

Call LimitsSRTP Audio Encryption

CALL CENTER

Smart Call Queue Routing

  • Round Robin (longest idle)
  • Ring All
  • Skills-Based Routing
  • Linear Cascade
  • Call Park
  • Forward if Unavailable
  • Forward if Unanswered
  • Call Back
  • SMS queuing
  • Prioritize Calls Waiting in Queues
  • Pickup/Transfer Calls Waiting in Queues

General Call Queue Settings

  • Call Recording
  • Statistics
  • Message to Agent
  • Require Agents
  • Require Music on Hold (MOH)
  • Logout Agent on Missed Call
  • Intro Greetings

Monitoring

  • Listen In (No ability to talk to either agent or caller)
  • Barge In (full two-way audio with Agent and Caller)
  • Whisper only (one-way audio with Agent only)

Call Queue Thresholds

  • Max Expected Wait Time
  • Max Queue Length
  • Queue Ring Timeout
  • Agent Ring Timeout

Call Center Stats-Home Page

  • Callers Waiting
  • Average Wait Time
  • Average Handling Time
  • Abandon Rate
  • Calls Answered
  • Call Volume

Call Center Reports (email optional)

  • Queue Statistics
  • Agent Statistics
  • Agent Availability
  • DNIS Statistics
  • Custom Call Center Statuses
  • Call Volume

Call Center Agent Settings

  • Agent Status
  • Wrap Up Time
  • Max Simultaneous Calls
  • Queue Priority for Agent
  • Request Confirmation
  • Auto-Answer

MONITORING

Conferencing (Owned Bridge)

  • Call Center Reports (can be received via email)
  • Queue Statistics
  • Agent Statistics
  • Agent Availability
  • DNIS Statistics

Call Center Stats-Home Page

  • Callers Waiting
  • Average Wait Time
  • Average Handling Time
  • Abandon Rate
  • Calls Answered
  • Call Volume

Domain Graphs & Statistics

  • Peak Active Calls
  • By Hour
  • By Day
  • By Minute
  • All Calls
  • Off-net Only
  • Call Volume
  • By Hour
  • By Day
  • All Calls
  • Off-net Only
  • Total Minutes
  • By Hour
  • By Day
  • All Calls
  • Off-net Only
  • Users and Applications (per Domain)
  • # of Users
  • # of Devices
  • # of Auto-Attendants
  • # of Call Queues
  • # of Conferences
  • # of Phone Numbers

Usage Stats

  • Calls
  • SMS
  • Current Month
  • Previous Month

Account Codes

Call History

Recording

  • Recording Email Notification

Server Management

SIP Trace

Trend Analysis

CDR Export via portal

SMS

Text/Chat Enhancements

  • MMS Support
  • Group Text
  • Emoji support
  • File sharing

AUXILIARY FEATURES

CNAM

E-911

QOS Monitoring

Voicemail Transcription

UNIFIED COMMUNICATIONS

WebRTC

  • Video Conference
  • ChatSMS (with PUSH support)

Web Phone

  • Three-Way Calling

VIDEO CONFERENCING

Video Meetings

  • Screenshare
  • Support for up to 25 participants
  • File Sharing
  • More scheduling options with email invites
  • Active Speaker Detection
  • Selectable layouts

Video Telephony

vButton Builder – GUI for device button and template deployment

Queue Status Monitored BLF

Day/Night Mode Monitored BLF