Frequently Asked Questions

Yes, we offer customized business phone services that cater to the specific needs of your business. 

These business phone services are referred to as Voice Over Internet Protocol (VOIP) and more recently as Unified Communications as a Service (UCaaS).  UCaaS includes telephone service plus add on services such as video meetings and team chat.

Some of our outstanding partners are RingCentral, Vonage and Zoom.  These partners are Gartner highly rated Unified Communications as a Service (UCaaS) providers.  These partners provide services differentiated by sophistication level, bundled and add on services such as video meetings, team chat, fax, artificial intelligence enhancements and total cost of ownership.

We make sure that  our partners can deliver what you need to enhance your external key performance indicators such as customer satisfaction score and net promotor score and internal key measurements such as ease of use, regulatory compliance, and efficiencies.

We help you determine and document your users' requirements, present solutions offered by our partners, assist you in analyzing current and future costs and benefits to optimize your return on investment.  

Sometimes, your existing system is the answer.  All that is needed is a little free advice in how to take advantage of existing and or add on functionality.  This may occur when a company has developed new needs over what was originally setup years ago.

We will be with you every step on the way to achieving your goals. 

Our service is compatible with most phone systems.  Some very old on premise telephone systems used desk phones and network wiring that may not be compatible with newer systems.  Some companies have switched entirely to soft phones while other companies have opted out for a mix of desk phones and soft phones. Some vendors will supply desk phones at no cost while others will sell or rent you desk phones.   Most desk phones can be daisy chained to PCs eliminating the need for re-wiring your network. Please contact our customer support for more information.

An auto receptionist is a virtual system that greets callers with a pre-recorded message and offers them a menu of options to choose from, guiding them to the appropriate department or individual without the need for a human operator.

1. Call Reception:

• When a call comes in, the auto receptionist system automatically answers it with a greeting. This greeting is usually a pre-recorded message that can be customized by the organization.

2. Menu Presentation:

• After greeting the caller, the system presents a menu of options. For example, "Press 1 for Sales, Press 2 for Support, Press 3 for Billing," etc.

3. Caller Input:

• The caller selects an option by pressing a number on their phone keypad.

4. Call Routing:

• Based on the caller's selection, the auto receptionist routes the call to the appropriate department, call queue, voicemail, or individual.

5. Advanced Features:

• Modern systems may include speech recognition to allow callers to state their choice instead of pressing a number.

• They can also be configured for different times of the day or days of the week, directing calls to voicemail or an after-hours message outside of business hours.

Note:  This content was generated with the help of ChatGPT, an AI language model developed by OpenAI.

A call queue is used to manage incoming calls that cannot be immediately answered by the designated recipient(s), placing them in a queue until someone is available to take the call.

1. Queue Entry:

• If all lines to the chosen department or individual are busy, the incoming call is placed in a queue. Callers hear music or messages while they wait, which can be customized to provide information or updates.

2. Queue Management:

• Calls in the queue are typically answered on a first-come, first-served basis. However, some systems allow for prioritization based on certain criteria, such as the caller's importance or the reason for the call.

3. Call Distribution:

• As soon as a line becomes available, the next call in the queue is automatically routed to the available agent or employee.

4. Overflow Handling:

• To manage long wait times, call queues can be set up with overflow rules, such as routing calls to additional staff members, another department, or voicemail if the wait time exceeds a certain threshold.

5. Performance Monitoring:

• Call queue systems often include monitoring and reporting tools to track metrics like average wait time, call abandonment rate, and queue length. This data helps organizations adjust staffing levels or call handling procedures to improve customer service.

Auto receptionists and call queues are key components of modern telephony systems, improving caller experience by ensuring calls are answered promptly and directed to the appropriate party, while also allowing organizations to manage high volumes of incoming calls efficiently.

6.   Position in Queue and Call Back Option

•    Some VoIP and PBX systems offer advanced queue management features that allow callers to hear their position in the queue and often give them the option to opt for a callback instead of waiting on the line. Here's how these features typically work:

Hearing Position in Queue

1. Announcement: While in the queue, callers can be informed of their position in the queue through periodic announcements. These announcements can be customized to occur at set intervals (e.g., every minute) and provide callers with updates on how many callers are ahead of them or an estimated wait time before their call is answered.

2. Transparency: This feature helps manage caller expectations by giving them an idea of how long they might need to wait. It can improve the caller experience by providing transparency about the waiting time.

Opting for a Callback

1. Callback Option: Instead of waiting in the queue, callers are given the choice to opt for a callback. This usually involves pressing a specific number on their keypad to request a callback when it's their turn.

2. Number Confirmation: The system might ask the caller to confirm their phone number for the callback. This can be the number from which they're calling or an alternative number they enter manually.

3. Exiting the Queue: After opting for a callback, the caller can hang up and exit the queue. The system retains their position in the queue as if they were still waiting on the line.

4. Automatic Callback: Once it's the caller's turn, the system automatically calls them back, connecting them with the next available agent or service representative.

Benefits and Considerations

• Improved Caller Experience: Offering a callback option can significantly enhance the caller experience by eliminating the need for them to wait on hold, freeing them to continue with their day until they're called back.

• Efficiency and Satisfaction: For businesses, this can lead to increased operational efficiency and higher customer satisfaction, as it reduces the chances of callers hanging up due to long wait times.

• Resource Management: Callback options can also help manage call center resources more effectively, as calls can be returned during less busy periods, helping to smooth out call volume peaks.

Implementing these features requires a VoIP or PBX system that supports advanced queue management capabilities. Many service providers offer customizable options for these features, allowing businesses to tailor the caller experience to their specific needs.

7.  Other Advanced Options

Advanced queue management features in modern VoIP and PBX systems have evolved significantly, offering sophisticated options to enhance both caller satisfaction and operational efficiency. These features not only improve the handling of incoming calls but also provide detailed analytics for optimizing staff performance and customer service strategies. Here are several notable advanced queue management features:

1. Priority Queueing

• Functionality: Allows certain calls to be prioritized based on predefined criteria, such as the caller's identity (VIP customers, for example), the number dialed, or the selection made in the IVR (Interactive Voice Response) menu. Priority queueing ensures that high-priority calls are answered more quickly.

2. Skills-Based Routing

• Functionality: Matches incoming calls to the most suitable agent based on their skills, such as language proficiency, technical knowledge, or specific training. This feature ensures that callers are connected to an agent who can best address their needs, improving first-call resolution rates.

3. Real-Time Monitoring and Reporting

• Functionality: Provides supervisors with real-time data on queue statuses, agent performance, and call metrics. This feature enables immediate adjustments to staffing or call handling strategies to improve efficiency and caller satisfaction. Detailed reports help in identifying trends, peak call times, and areas for improvement.

4. Dynamic Queue Adjustment

• Functionality: Automatically adjusts call distribution and queue parameters based on real-time conditions. For example, if wait times exceed a certain threshold, calls can be automatically routed to additional agents or departments to alleviate congestion.

5. Virtual Queuing

• Functionality: Similar to callback options, virtual queuing allows callers to receive a call back without losing their place in line, but it might also offer the option to schedule a callback at a specific time that's convenient for the caller.

6. Agent Whisper

• Functionality: Before connecting the call, a brief "whisper" message can be played to the agent, providing context about the call. This can include information such as the queue the call came from, the selection made by the caller in the IVR menu, or the caller's identity if known. This feature helps prepare agents to better address the caller's needs from the moment they answer.

7. Call Overflow Management

• Functionality: Automatically reroutes calls to a different queue, group of agents, or even an external call center when the current queue reaches its capacity or if the wait time exceeds a specified limit. This helps manage call volumes during peak times and ensures that calls are not lost.

8. Post-Call Surveys

• Functionality: After a call is concluded, callers can be automatically directed to a survey where they provide feedback on their experience. This feedback is invaluable for assessing customer satisfaction and identifying areas for service improvement.

9. Interactive Voice Response (IVR) Integration

• Functionality: Advanced IVR systems can be integrated with queue management to provide more personalized and efficient call routing based on the caller's responses to IVR prompts. This can include account information verification, service selections, or problem descriptions.

These features, when properly implemented and managed, can dramatically improve the efficiency of call handling, enhance the customer experience, and provide valuable insights into call center operations and customer service strategies.

Note:  This content was generated with the help of ChatGPT, an AI language model developed by OpenAI.