Enhanced Calling Features

2B Channel Transfer: (PRI only) Allows two calls over a PRI to be transferred so that the two end users are connected to each other within the switch and the two PRI-B Cannels to the PBX are released.

Account Codes: Track your long distance usage on all outbound calls with Account Codes. Account Code billing format automatically sorts and summarizes long distance calls on your monthly bill. Account Codes are available with either long distance telephone numbers or dedicated outbound voice service. Assign codes to track usage and billing by project, department, client or division.

Automatic Call Distribution (ACD): The Automated Call Distribution (ACD) queue allows incoming calls to be placed in a queue and distributed to agents based on the configured routing policy. ACDs provide comfort messages and Music-On-Hold while the callers are waiting. They also handle the overflow of calls, no answering by agents, and other distribution cases. Each ACD usually has a voice messaging box for users who are not willing to wait or have reached an overflow. The ACD functionality is the backbone to Call Center solutions.

Call Forward Busy: Forwards all calls when the user is off-hook or a busy signal is encountered.

Call Forward Don’t Answer: Forwards all calls after a pre-designated number of rings when the user does not answer.

Call Forward Don’t Answer Change Time: Allows a user from an internal telephone set to change the amount of seconds a phone rings before it forwards to a designated number or voice mailbox.

Call Forward Variable: Lets the user activate and deactivate Call Forwarding and change the forward-to number from the user’s base station only.

Call Hold:  Call Hold allows the user to temporarily leave the call and then return by dialing the code again. If the user wishes while the first party is on hold, they may place a call to someone else.

Call Park: Allows a User to put a caller on hold and then another person can pick up the call. 

Call Pickup Group: Permits incoming calls to be answered from any station set within a defined call pickup group. Users can answer any ringing phone in their designated Call Pickup group simply by dialing the call pickup code. The feature gives single-line phones multi-line flexibility without the added expense of multi-line equipment.

Call Return: A customer receives a call but is unable to answer the phone. The customer may simply access the line on which the incoming call terminated and dial *69 to return the call.

Call Transfer: Permits an active call to be transferred to another line. The feature is unique because it permits an active call, whether internal or external, to be transferred to another number–internal or external.

Call Waiting: Sends a special alert tone to the user that a second call is trying to get through. The user can end the current call and answer the second call, or put the active call on hold, retrieve the second call, consult with the second caller privately, then return to the original call just by flashing the hook-switch.

Caller ID: Shows the name and number of the calling party on your Caller ID telephone or display unit before you pick up the phone.

Caller ID On Call Waiting: (Inbound) Works in conjunction with Caller ID and Call Waiting. The feature will let you see the name and number of the incoming party while you’re on another call so you can decide if you want to answer the second call. Caller ID/Waiting is required. Caller ID display equipment must be able to display Caller ID on Call Waiting.

Cancel Call Waiting: Allows users to selectively turn off Call Waiting when they don’t want to be interrupted. This feature is recommended whenever a user plans on using the line for data calls because a call waiting tone can disrupt data transmission. Cancel Call Waiting is provisioned with Call Waiting.

DID (Direct Inward Dialed Numbers): Incoming calls are routed directly to Stations, by-passing a central answering point. This can free up the receptionist by sending calls directly to employee desks.

Digit Manipulation–Trace Routes: (trunks only) For users who upgraded to a SuperTrunk or Voice Only PRI circuit and need the ported or newly assigned phone numbers to be pulsed through to the PBX. Some ported phone numbers may need to be changed, since PBXs cannot support the numbers 7, 8, 9 or 0 in the last 3 or 4 digits of a ported number. New number(s) will need to be assigned and a trace route charge is applied to each DID that is requested to be changed.

Directed Call Pickup: A user who is on an extension can answer calls–ringing or holding–on any other phone by dialing a unique answer code. If the called phone has already answered the call, the user who dials the answer code will join the connection in conference.

Direct Trunk Overflow (DTO): Enables business continuity on a local T1 or higher voice line for inbound calls in the event of a service outage or should all available circuits be in use. DTO can automatically redirect calls to any telephone number: an alternate office, an answering service, or even a residence or cell phone. 

Today customers are also offered a “Remote Access” DTO to change their overflow call forwarding telephone number using a toll-free number. Redirecting calls is as simple as following a few menu prompts. Please note that this service is only available in conjunction with the primary DTO service.

Enhanced Toll-Free: A set of features designed to help you operate more efficiently. Enhanced Toll-Free delivers:

  • Data Management Features, including Client Data Hosting, credit card transaction capabilities, and enhanced reporting.
  • Detailed Billing functions like accounting codes and multi-leg billing.
  • Intelligent Routing, including geographic or area code routing, percent allocation, and phone-type recognition.
  • Detailed Reports including Call Status Summary, Raw CDR (Call Data Record) Detail, and Reverse ANI (Automatic Number Identification), all available via the Web or FTP download.
  • More Efficient Call Handling: Calls can be routed based on location, time of day, or other factors. This also lets your customers contact any part of your company using a single toll-free number, avoiding unnecessary confusion and facilitating simpler advertising.
  • Business Continuity Capabilities: Reroute toll-free calls to an alternate location (via the web) should one of your sites become unavailable due to a natural disaster, power outage, or other cause.
  • Easy-to-Use Online Interface:  Web-based customer portal allows you to manage your account, view reports, change your routing schemes, and much more.

Line Hunting: Allows you to receive and answer many calls with only one published phone number. Hunting can be applied to all calls–both internal and external. To make hunting work, the published directory number is associated with one or more additional lines in the customer group as part of a “hunt group.” The hunt group is then configured so that an incoming call will hunt for a free line within the group.

Multiple Call Pickup Group: Allows a user to designate specific phones that can be added to already establish call pickup groups.

Network Redundancy Package: (trunks only) Protects against unexpected circuit failures by providing different paths to the public switched telephone network.

Outbound Caller ID: Displays the business name and number when a call is made to the recipients Caller ID telephone or display unit before they pick up the phone.

Out Of Rate Center Numbers: (trunks only) Allows you to purchase DID numbers that are out of the rate center in which you currently reside, and have them pointed to your main location. It appears to callers that you have multiple locations in other areas.

Remote Access to Call Forwarding: Allows a user at a remote location to activate/deactivate the Call Forwarding feature.

Remote Call Forward: Allows you to receive calls from a phone number located in an area other than your own, by forwarding it to any telephone number that you specify.

Repeat Dialing: Call the last number dialed without redialing the entire number. If the dialed number is busy, hang up, and within 30 minutes you’ll hear a distinctive ring. This indicates that the number is available. Available on specified services.

Speed Dial: Completes a call by dialing just one or two digits (1-50). Simply pre-program up to telephone numbers with the associated one digit code.

Station-To-Station Single-Rate Center Dialing: Allows callers within one office location to dial an abbreviated amount of digits to reach another person within the group. The number abbreviated digits can range from two to six digits.  

Station-To-Station Multi-Rate Center Dialing: Provides companies that have multiple locations that are not located within the same Rate Center the ability to dial an abbreviated amount of digits to reach people at the other locations. This type of dialing plan suppresses all inter-office usage charges. Only those locations that are served by the same carrier switch qualify for this feature. You are required to have Long Distance and IntraLATA PIC when using the Station-To-Station Dialing feature.

TeleBlock® Outbound Call Screening: TeleBlock is an outbound call screening solution that uses a centralized database to determine whether prospective call recipients reside on a DNC (Do-Not-Call) list. It’s the perfect complement to Long Distance services for those businesses that generate approximately 50,000 to one million calls per month, or that utilize two or three T-1 lines. You’ll also find TeleBlock:

  • Involves no new hardware or software
  • Doesn’t require additional capital expenditures
  • Delivers quick implementation

Telephone Number Masking: (Dynamic IP only) Send out any valid number as the outbound called ID.

Three-Way Conference Calling: Allows a station in the talking state to add a third party to the call without operator assistance.

Time of Day Feature: Allows a user the ability to specify the activation/deactivation settings of the call Forward Variable feature by time of day and day of week.

Toll-Free Numbers: Domestic and International Toll-Free services offer both a convenient way for your customers to reach you and flexible routing features that let you manage your call traffic based on your business needs. Some Features Include:

  • Geographic and Percent Call Allocation routing and blocking.
  • Time-of-day routing.
  • Custom and standard announcements.
  • Account codes.
  • Toll-free Intercepts.
  • Call Forwarding.
  • Toll-free Directory Assistance.

International Toll-Free Numbers: Call origination from over 160 countries around the globe. Inbound toll-free calls are billed in six-second increments with true rounding and 30-second minimums. International Toll-Free carriers offer many of the same value-added services as domestic services, including:

  • Geographic and Percent Call Allocation routing and blocking.
  • Time-of-day routing.
  • Custom and standard announcements.
  • Toll Free Intercept Messages.
  • Call Forwarding.
  • Wide Geographic Reach: Available anywhere in the U.S. and from over 160 key foreign countries.
  • Business Continuity and Disaster Recovery Options: During a natural disaster or other outage-causing situation, reroute your toll-free traffic to an alternate carrier; giving you added service reliability for your number.

Universal Call Distribution: UCD as its name implies uniformly distributes incoming calls to the published directory number over a group of stations. Callers either speak to an agent immediately or are greeted by a recorded announcement if all agents are busy. UCD smoothes the workload among the group of agents by starting the hunting process at a different place in the group each time. All incoming calls (whether local or toll calls) are treated the same.

VTNs (Virtual Telephone Numbers): There are three basic kinds of VTNs to empower your VoIP network:

  • Market Expansion VTN’s give you local presence in the markets you want to serve, but don’t want to build a brick-and-mortar presence.
  • Phone System Centralization VTN’s provide remote offices direct access into your centrally located PBX.
  • Office Relocation VTN’s enable you to move across town without having to change telephone numbers.

Voicemail to email: Provides enhanced voicemail for employees that allows retrieval (and archival) of digital voicemail files anywhere they can access email.