The Queue object will allow you to route calls differently based on a few options.
Give the queue a unique name.
Select a Queue option:
Least Recent (The caller that took a call least recent will receive the call)
Fewest Calls (The caller that took the fewest amount of calls will receive the call)
Random (A random call queue system)
Round Robin (The caller queue members will receive calls one after the other)
Select the timeout in minutes (1 – 60 minutes)
Announce Hold Time (Estimated Hold Time in Minutes)
No Answer Settings (Where to send the call if there is no answer by the queue)
Music on hold (Add a playlist of music or Voice Recordings to playback to your clients whilst holding)
Alex’s business has expanded and need to transfer all incoming calls to his call centre. In an effort to distribute all calls equally, he sets up a caller queue and selected the option to deliver the incoming call to the Agent that accepted the Least Recent call.
The Playback Object can be used to playback and audio at any stage during your Phone System.
Give your playback option a unique name (Valentines Day Promotion).
Record or Upload your playback.
Alex has decided to run a promotion for Valentines Day and wants to let of his callers know about the promotion prior to being connected to the Sales department. He adds in a playback option, uploads the voice-over recording and plays back the promotion to his clients, increasing sales over the Valentines Day period.
The Record Object will allow you to start recording a call at any time in your phone setup and have the call recording delivered directly to your email.
Enter your Email Address.
Alex has set up a voice menu and delivered all calls from option 3 to his Accounts department. Alex needs to record every call that is transferred to Accounts and adds a Record Object in front of the Accounts Person object. Alex received every call recording directly at his email address specified.
The Caller Routing object will allow you to route calls differently depending on the caller’s number.
Add Caller Number.
Alex has an important client that he wants to be routed to his phone directly without going through a voice menu with selection options. Alex already knows what his client’ number is and adds both his clients office and landline numbers to the Caller Routing object.
The Time Routing object will allow you to route calls differently depending on the day of the week and time.
‘Add Rule’ option to select days and times (Mon, Thu & Fri, 8am to 5pm).
Time Zone selection.
Alex’s business hours is Monday to Friday, 8am to 5pm. and on Saturdays from 9am to 12pm. He set’s up a Time Routing with 2 rules. One for weekdays and the other for weekends.
He then connects his office hours cable to his normal call workflow and sends callers to a voicemail object outside of office hours.
Dial Tone Access
If you make use of normal call forwarding, you can make outgoing calls using the Dial Tone Access object.
1. Enter the 4-Digit Dial Tone PIN code (1234, 1236).
Alex is out of the office and needs to make a call to a client but does not wish to do so via his mobile phone. Alex simply dials his landline number from his cellphone and uses the dial tone access to make an outgoing call.
The Notification object can be used at any point in your phone system setup to send you a notification message.
Choose the notification type (Email or SMS).
Enter your email address or mobile number.
Customise the message that is being sent.
Alex sends calls to his freelance receptionist during certain periods of the year. Alex used a notification object to get notified every time the receptionist failed to answer a call. Alex uses the notifications received to quickly call back any clients that called the office.
This is an extension or internal number. You can set up an unlimited amount of internal numbers and link these to your team members or departments internally.
1. Select your own 1-4 Digit internal numbers (1, 101, 1234).
Internal Number 101 is linked to your Sales Department. Should you Dial Ext 101 from your Handset or Mobile App you will automatically be connected to the Sales Department.
The Fax Object can be used to receive faxes via your Virtual Landline Number.
1. Enter your email address where faxes should be received.
Alex needs to receive a fax and links the Fax object with his Virtual Landline Number. He enters his email address and receives the sent fax on his email address.
** Note, a single Virtual Landlines number can either be used for receiving calls and/or faxes and not both simultaneously.
The Blacklist Object can be used to block any unwanted caller numbers from reaching your phone system.
1. Enter the caller number which should be blocked.
Alex receives a number of spam calls a day and decides to add a blacklist object to his phone system. He enters the number which continuously dials him and immediately stopped to receive those unwanted calls.
The VoiceMail object can be used on the setup to facilitate a call that is unanswered. This is typically the last object on your setup.
Enter the email address where voicemails should be delivered (email@example.com).
Upload or Record a Business Voicemail that should be played back to the caller if the call is not answered.
Customise which information is sent to the email address (Caller Number, Time of Call etc.)
Alex enters his email address to the Voicemail object and recorded a Voice Over from Virtual Landlines which he uploaded to the Voicemail object. Although the Phone System forwarded the call to Alex’s cellular network, all the callers to the Virtual Landline received his uploaded Business Voicemail and he received the voicemail recordings directly at his email address.
The Conference object can be used on the setup to facilitate a Conference Call.
Enter the 4 Digit ID required to join the conference call.
Alex needs to schedule a conference call with some important clients. He links his phone number (Refer to Phone Number Object) and enters “1234” as his conference PIN. He shares his Virtual Landlines Number (Phone Number) with his clients and all callers who dialled his number got prompted to enter the PIN code to join the conference call.
The Person object is used to add in contacts where calls need to be delivered to. You can add up to 3 Forwarding methods or contacts to the person object.
Give Your Contact a name. (E.g Alex)
Choose a forwarding method:
Mobile Number (Call Forwarding – per minute call rates apply).
Landline Number (Call Forwarding – per minute call rates apply)
Mobile Application (Free Incoming Calls via the Mobile App)
IP Handsets (Free Incoming Calls to the IP handset – Router & IP Handset Required)
Call Confirmation Setting – “Press 1 to accept the call” – useful to differentiate a landline call from a normal cellular/landline call when forwarding calls to an existing number (Call Forwarding).
Music On Hold – Add a playlist (mp3/mp4) to play whilst the call is waiting to be answered.
Ring Time Slider – decide how long each of the contact methods should ring or decide which should ring simultaneously.
Alex is added as a person and all calls will immediately start ringing on Alex’s Handset. Should Alex not answer the Handset at his desk, the Virtual Landlines Phone System will send the call through to Alex’s Virtual Landlines Mobile App. Should Alex not answer the app, the call is forwarded to his Mobile Number which if answered, will be billed per minute according to the Virtual Landline Call Rates.
The Voice Menu object is used as an IVR to route calls to the appropriate people (Connected to Person Objects).
Upload or Record your Voice Menu. (E.g Welcome to X-Tronics, Press 1 for Sales, 2 for Support etc.)
Link options 1, 2, 3 etc. to Person Objects.
Link a “No selection” route (If the caller has not chosen a number).
Link a “Invalid selection” route (If the caller has selected an invalid number).
Alex then went ahead and linked all 3 Voice Menu options to himself to ensure that his Person object is triggered (Refer to Forwarding options under the Person object) when someone makes any selection from the Voice Menu.
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