Phone System Feature Descriptions – Olafe

The following tables describes features available for the cloud based phone system

Feature Name	Feature Description
Account / Site Admin Web Portal	Web tools for Site self-administration and the User Dashboard allow easy setup and manipulation of features such as Automated Attendant, Hunt Groups, Call Rules, Call History Reporting, Selective Call Forwarding, and Voice Messaging.
Authentication	Authentication is performed upon the registration of an IP phone. This ensures that the End User Subscriber of the device is authorized to gain access to the BroadCloud service.
Auto Attendant	Automated call answering and routing to the desired party or station. A recorded greeting is played to the caller after which the call is transferred to other stations or services. The Site Administrator uses a powerful web based tool to define how calls are to be transferred. Functions include: Allow/Disallow Direct Extension Dialing – Provides ability for callers to dial a known extension at any time to connect with the user, without requiring additional prompts Enterprise Wide or Site Specific Dialing Options – Refines the list of available users and extensions to include with the Internal dialing options Schedule – Defines Days/Hours for normal business operations, as well as holidays. Supporting distinct greeting messages and routing actions for Business Hours vs. After Hours
Call Center	A carrier-class, communications management product for Call Center agents and Supervisors. Feature capabilities include: ACD with Multiple Distribution Policies Scheduling & Alternate Routing Policies Queuing Policies by Call & Agent State (Bounced, Stranded, etc.) DNIS Based Customization (up to 63 numbers) Virtual Call Center Queuing Multi-location Agents Scheduled Reporting Customizable Announcements Rapid Call Center Configuration from Admin Portal Agent Tools Software Client Whisper Message Disposition codes One Click Escalation Supervisor Tools Software Client Silent Monitoring with Barge In Real-time Agent and Queue Reporting Queued Call Management Notes: The main number for a call center must be a two-way number Agents must have either the Premium User or Hosted PRI - User service pack Supervisors must have either the Premium User or Hosted PRI – User service pack
Call Park and Call Retrieve	“Parks” a call using the Call Park Feature Access Code. Once a call is parked, it can be “Retrieved” at the same or another phone by using the Call Retrieve Feature Access Code.
Call Recording	Provides fully hosted solution to record, store, organize, and access recordings of customer calls. The service can be used to cost effectively address regulatory compliance obligations through two-way recording alert announcements, monitor quality control, training, or dispute resolution. Users are assigned a call recording license, and administrators manage recordings through the My Account Portal.
Call Queue	Designated stations logically grouped together to take incoming calls. Calls are placed into a call queue until one of the designated stations becomes available. A set of stations can be logically grouped together so that incoming calls ring all phones simultaneously, or ring in sequence until answered. This Site Administrator is able to edit the group in real-time to respond to changing needs or workload. Reporting is also available which enables administrators to effectively manage the queue. The following call queuing functionality is included: Call queue with configurable call volume Custom entrance message upload option Custom comfort message upload option Configurable comfort message repeat timer Custom music on hold upload option Reporting Call Queue Stats (Overall Queue metrics) Number of Agents Staffed (avg.) Number of Agents Talking (avg.) Wait Time § Calls Answered Calls Abandoned Calls Abandoned (avg. in sec) Calls Timed Out Calls Transferred Busy Overflows Agent Stats (Agent specific metrics) Number of Calls Handled Average Call Time Number of Calls Unanswered Total Talk Time Total Staffed Time Call Queues must be purchased individually. Multiple individual packages can be assigned to the same site if required. Notes: 2-way Number Each individual hunt group uses one 2-way number and supports internal 4 digit extension dialing Extension numbers 0911,1911,0311,1311 are not allowed Need to support HG CLID functionality as implemented for Hunt Group Call Queue Agents must be purchased and assigned to Queue Call Queue Agents may be assigned to multiple call queues Only Site users can be assigned to Call Queues
Calling Plan Management	BroadCloud provides an interface to manage the customer inbound and outbound calling plans for each site and specific user/phone numbers. Outbound Calling Plans regulate behavior for calls placed to various destination types: Internal (intra-company) Local Long Distance Toll Free International Operator Assistance Chargeable Directory Assistance Rules for calls originating or forwarded/transferred from a site or number are as follows: Allow. Calls may be placed to destination type. Allow with Authorization code. User must enter a predefined code to place the call to destination type. Block. Calls are blocked to the destination type. Transfer to a Number. Calls attempted to the destination type are transferred to a specified number. Inbound calling plans control call flows originating from internal sources as well as calls forwarded/transferred from external sources. Rule options for inbound calls are as follows: Allow or Block inbound calls originating internally. Allow or Block all inbound calls from external sources. Allow transferred external calls only.
CRM Connect	CRM Connect is a BroadCloud Application for a desktop computer that integrates leading CRM applications into BroadCloud’s service. CRM Connect works in conjunction with a User’s phone and CRM software to provide a productivity enhancing integrated service.
External Calling Line ID Delivery	This feature allows subscribers to be able to view the caller ID information of users from an external site/enterprise.
Group Call Park / Pickup	Allows for the management of Call Park/Pickup groups. Members can park calls against other available members of the Call Park group by dialing the feature access code. When initiated, the call is parked against the first available member of the group. The parked call remains on hold until it is picked up (recalled) by a member of the group. Members of a Group Call Pickup can pick up (answer) incoming calls to any other member of the same Call Pickup group.
Hunt Group	A Hunt Group is a set of stations can be logically grouped together so that incoming calls ring all phones simultaneously, or ring in sequence until answered. The Site Administrator is able to edit the group in real-time to respond to changing needs or workload. The number of hunt group needed is specified at the time of order.
Group Paging	A site level feature which allows a user to initiate a unidirectional page to a predefined set of users by dialing an assigned phone number or extension. The set of users allowed to initiate a page must also be predefined. The maximum number of targets is 75 users. Users in a Page Group can be assigned across an Enterprise.
Intercept (Group and User)	The Intercept feature set provides BroadCloud Service Provider (SP) administrators with call intercept capability using call routing and announcement options. This service can be leveraged for service suspension needs, as well as in support of CALEA requirements. The service can be assigned to an individual user’s phone number (for example, when they have left the company) or it can be assigned to all the members of the group. End customers and their users will not see these features
Internal Calling Line ID Delivery	This feature allows subscribers to be able to view the caller ID information of another user within the same site/enterprise.
Meet Me Conferencing	An integrated feature allowing multiple callers to join in a single call which enables meetings among diversely located invitees at any time. Features include: Support for both direct dial-in and toll free numbers Multiple conference bridges per Site Only Site Users can be assigned as moderator users System generated moderator PINs and conference ID (participant PINs) delivered via email Site administration Controls through My Site Moderator Control via My Phone dashboard Moderator In Call Controls via DTMF
Music on Hold	Pre-recorded music or announcements are played to callers when placed on hold. A default music program is provided for a site. If custom programming is desired for a site, an audio file in .wav format meeting specifications can be uploaded for each site manually.
Office Anywhere Portal	The Office Anywhere portal is a virtual user/service that handles incoming calls from Office Anywhere locations and prompts for the destination address. The Office Anywhere portal works in conjunction with the user service Office Anywhere. The portal serves a purpose similar to a Two-Stage Dialing service. Once the destination digits are collected, the call proceeds as if the call originated from the user’s desk phone.
Receptionist Client	The Receptionist is a thin client Telephony Attendant Console specifically developed for hosted environments. It is used by “front-of-house” receptionists or telephone attendants, who screen inbound calls for enterprises. Receptionist provides the following functionality: Web-based interface, accessible from a web browser. Ergonomic design that follows the natural workflow of a call from the left to the right of the screen Professional call handling; critical information is available “real time” Accurate delivery of messages through a one-step process when people are unavailable
VLAN Tagging Support	VLANS provide a mean to separate traffic within the customer LAN, allowing them to apply distinct logical networking policies. VLAN’s must be configured on the customers LAN in advance of turning up any phones, and the tag for the phones must be defined in advance.
Voice Portal	The voice portal provides an interactive voice response (IVR) application that can be called by members of the group from any phone, to manage their services and voice mailbox, or to change their passcode.

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