EXTENSIONS
Extensions are at the core of every PBX. Extensions on the digivoip hosted PBX have multiple numbers, DIDs and ANIs for inbound and outbound call identification. Each extension has a name, a company position and passwords for web and SIP access. Each extension may have its own timezone, web and IVR language and have an image associated with the extension which can be shown on VoIP phones that support showing a photo caller-ID. Extensions can have their own ringtone, permissions for various actions, address book and music on hold source.
soft-phone application
As well as all major IP desk phones, the digivoip hosted PBX supports all SIP based soft-phone applications.
MAILBOX
Each extension comes with a mailbox so callers can leave messages. These messages can be shared in a group, moved to other mailboxes; users can also leave comments for mailbox messages. Messages can be escalated to managers when the user is unable to retrieve it in time. The digivoip hosted PBX can use the Google speech API to convert mailbox messages into text; these messages can then be sent to the user’s cell phone as a preview of the message.
VOICEmail to email
The digivoip hosted PBX can receive voice messages then send them to the user's email address. When a caller leaves you a message, the digivoip hosted PBX converts it to an audio file, and then sends it to your assigned email as an attachment. With a voice to email service; accessing, sharing, and archiving your voice messages is easier and more convenient.
FAX to email
The digivoip hosted PBX can also receive FAX messages then send them to the user's email address as an attachment. Inbound faxes can either be directed to a specific mailbox for processing or be detected at the inbound calling stage on a standard extension and processed as a fax.
REDIRECTION
The PBX handles basic redirection features like do not disturb (DND) and call forward on busy, on timeout, when there is no registration or of all calls. When calling into the phone system, other extensions can also be included in the call like in a hunt group for every extension. Users can log in at other extensions, a feature called ‘hot desking’ on the digivoip hosted PBX. Each extension may have multiple registrations which ring simultaneously when the PBX wants to engage with the user, including mobile phones.
AUTO ATTENDANT
The auto attendant helps incoming callers find the right party for the call. Callers can use their keyboard to enter menu options, extension numbers or search the company directory by name. There are several ways to redirect incoming calls, based on time of call, and to present different announcements. A selection of pre-recorded announcements makes it easy to announce shortcut numbers, for example, for sales or support departments.
Call Queue
The call queue manages your incoming calls to a group of agents. Escalations can be set based on ring times, wait times etc. Monitor queues in real time with your desktop app, set up static agents or login/logout as required. Play hold music or business messages while the caller waits, give the caller options to be called back, tell them where they are in the queue.
GROUPS
Simple hunt groups call a list of extensions and escalate calls based on simple time rules. Groups can have their own ring melody and display the group name on phones, making which group is being called easy to discern. When necessary, users can be called on their cell phones when a call reaches a hunt group.
CALL CENTER
For more sophisticated call distribution, the digivoip PBX comes with agent groups which are equipped to handle higher call volumes and sequentially distribute calls. While waiting, the PBX can play announcements and mix these announcements with music on the fly. Users can receive a call back when it’s their turn, instead of holding. Agents can log in and out of the queues, and managers can see service level measurements like speed of answer. For outbound calls, lists of numbers-to-be-dialed can be uploaded into the ACD; the PBX can then dial those numbers automatically and distribute them to an agent, or the agents can use a code to dial the next number on the list. Virtual offices benefit from separate DID: each can have its own name and voice announcement. Calls can be recorded inside the PBX or sent to external recording devices.
CONFERENCES
Sometimes more than two people need to talk, and the digivoip PBX can mix multiple audio channels in spontaneous conference calls or in scheduled conferences. When setting up a conference, the PBX sends calendar events to the invited participants and, if needed, calls the conference participants into the conference. Rapid response conferences can be commenced when one of the participants calls into the conference room.
PAGING
The PBX comes with extensive paging features that can be used with standard desktop phones and with overhead speaker equipment; it supports live paging and recorded announcements. Predefined pages can be triggered by events - for example, when a user calls an emergency number or when a group receives a call. Using the Google text to speech API, arbitrary texts can be sent to paging accounts through the API or from the app text interface. There are rules about which extension may do this.
MOBILE PHONES
Every extension can have multiple cell phones associated with it. When someone calls the extension, the PBX will immediately or after some time include the cell phone as if it was a registered extension. This feature can be limited to specific times during the day, so that users don’t get annoyed by the calls after hours. Cell phones can also be used to place outbound calls. This makes sure that the extension outbound number is shown on the caller's display and calls are charged to the PBX, which can be important for international calls. Cell phones can also be part of hunt and agent groups, further extending the user's mobility even in environments like call centers or sales and support groups. The PBX can send text messages to the user's phone, for example when a new voicemail message is available. Those messages can even include the audio recording, if supported by the text provider.
CALL RECORDING
Calls to and from extensions can be recorded automatically or manually. They can be recorded if the call was within a hunt group, an agent group or a direct call to the extension. Outbound calls can be recorded as well. Depending on the VoIP phone being used, the recording status can be made visible on a button of the phone, where the recording can also be turned off. The recordings can be written to the local file system or using the SIPREC standard. When they are written to the file system, users can play them back through the web interface or through a special code that starts the playing back of all call recordings. This is useful when users or managers have time to review call recordings. Recording of emergency calls can serve as valuable proof in case of prank calls, especially in public environments where people have access to phones without further authentication.
CALL TRANSFER
Transferring calls is a core feature of every PBX. The digivoip hosted PBX supports various attended and unattended transfers that are triggered by the user's VoIP phones. In addition to that, calls can be parked on park orbits. In order to avoid caller starvation, the PBX can automatically reassign parked calls or transfer them out of the orbit. Special modes are available to transfer calls to and from cell phones, so when arriving or leaving the office, the call does not have to get disconnected.
SPAM CALL HANDLING
Receiving unwanted and sometimes threatening and dangerous calls has become a problem for many businesses that costs valuable time. The PBX integrates with several SPAM score providers that determine if a number is considered SPAM and returns a score. Depending on the score, the PBX decides what to do with the call. The internal address book can also be used as a source for SPAM scoring, including the possibility to allow calls only from whitelisted numbers. This includes handling of a source for SPAM scoring, including the possibility to allow calls only from whitelisted numbers. This includes handling of anonymous calls.
CRM integration
There are several predefined CRM integrations available, including ZoHo, Salesforce and Hubspot; customizations for in-house CRM systems can be done through backend code. For hotels, the PBX integrates with mainstream PMS systems.
Reporting
Run reports on various call metrics - call queue statistics, call records etc. set a post call survey, set call recording.