Features

A SilenceIT phone system has a sophisticated array of features:

Caller ID

Caller ID is a service that transmits a caller’s number to the called party’s telephone equipment during the ringing signal. Name display is an extension of Caller ID that transmits the caller’s name along with a telephone number.

Voicemail

Voicemail is a centralized system of managing telephone messages for a large group of people. Individuals can have their own voicemail boxes or voicemail groups can be setup.

Voicemail to Email

Voicemails can be delivered directly to your email inbox and listened to through your notebook or desktop speakers.

Distinctive Rings

Depending on where a call is coming from Distinctive Rings can be setup effectively pre-screening incoming calls for you.

Music on Hold

Music on Hold allows music to be played to any caller that is placed on hold or put into a call “parking” area.

IVRs

Interactive Voice Response (IVR) is an interactive technology that allows a computer to detect voice and keypad inputs. IVR technology is used extensively in telecommunications to direct callers to separate departments or individuals.

Auto Attendants

An automated attendant (also auto attendant or auto-attendant, or sometimes auto attendant or AA) allows callers to be automatically transferred to an extension without the intervention of an operator (typically a receptionist). Many AAs will also offer a simple menu system (”for sales, press 1, for service, press 2, etc.”). An auto attendant may also allow a caller to reach a live operator by dialing a number, for example ‘0′.

Ring Groups (Blast Groups)

Ring groups allow an administrator to specify groups of extensions that ring in sequence or simultaneously.

Call Forwarding

Call forwarding is a feature that allows an incoming call to be redirected to another party, either another extension or a cell phone or home phone.

Call Waiting

Call waiting is a feature that allows a person currently on the phone to receive an additional incoming call, place the current caller on hold and answer the second call.

3-way Calling

3-way calling is a feature which allows a caller to call to 2 destinations simultaneously, allowing all parties to hear each other and contribute to the conversation.

Conferencing

Conferencing allows an administrator to setup an extension that many parties can call into and join the conversation. This is very useful in a business environment, allowing large groups of people to quickly share and discuss information.

Extension Groups

Extension groups allow an administrator to setup groups of extensions that can ring simultaneously, in sequence, or by availability.

Paging

Paging, or intercoms, allows a caller to make announcements that are played from all phones or specific extension or ring groups.

Interactive Directory

Interactive directories allow callers to browse through a directory of contacts through an IVR system to reach a specific person by name using their telephone keypad.

Call Return

Call return allows a party to issue a special command to automatically return a missed call.

Call Queues

Call queues are holding areas designated to for different sets of extensions, only being used when there are no available extensions or agents. This is most pertinent in a call centre environment.

Call Parking

Call parking allows a called party (most likely a receptionist) to place a call in a holding area for future transfer. This allows the called party to verify if a transfer is available to a specific person or extension before executing the transfer.

Call Recording

Call recording allows an administrator to record either specific calls or all calls. This is quite useful for quality assurance and post call monitoring.

Call Monitoring

Call monitoring allows an individual to listen-in or observe a call in progress without completely joining the conversation. This is effective for quality assurance and employee performance review in a call centre environment.

Call Detail Records

Call detail records store a list of all dialed and received calls, their duration, and the parties involved as well as additional call information.

Scheduler

A scheduler allows an administrator to setup hours of operation, during which callers will be redirected to specific queues during certain hours. It also allows the playback of automated messages.

DID Origination and Termination

DID’s or (Direct Inward Dialing) are telephone numbers that can be directed to a Business PBX. These numbers can then be used for incoming and outgoing calls.

PSTN Fallback

PSTN (Public Switched Telephone Network) can be a backup for any PBX. In the case of an IP telephone provider losing connectivity, your calls can still be sent via standard telephone systems.

Branch Office Support

Branch office support allows you to connect 2 or more offices together via their Business PBX’s. This allows for easy inter-office communication without dialing specific telephone numbers, instead just an extension number would be used.

Remote Call Agents

Remote call agents are telephone agents that do not reside at the office location. Telecommuting is becoming more and more popular and PBX’s support many telecommuting features. Business PBX’s can deliver calls to remote locations easily.

Blacklist

Blacklists can be used to block specific numbers from dialing into your phone system. This can limit telemarketing or harassment.