PhonePresence Small Business Edition Feature Details

PhonePresence Small Business Edition provides powerful PBX style features with the additional flexibility of comprehensive online administration. Where appropriate, links to more detailed Small Business Virtual PBX feature descriptions are provided.

Feature Categories

Capacity Users 1 - 10 Groups (Departments) 1 - 8 VoIP Softphones 1 - 10 Inbound Main Numbers 1 0871 10ppm Flat Rate National Number - Revenue Generating 0844 5ppm Flat Rate Lo-Call National - Revenue Neutral 0808 0ppm Freephone Number +44207 Internationally Accessible London Number Inbound Direct Dial Numbers for Users 1 - 10 Target Phone Numbers per User 4 + VoIP Number Simultaneous Calls 30

Call Handling Greeting Message Departmental Selection Menu Personnel Selection Menu Automated Attendant (Dial Extension Number) Call Transfer Advice Call Reject Option (Answering Machine Detection) Call Queuing to Departments Transfer to Landlines Transfer to Mobiles Transfer to VoIP Phones Hold Caller (Mute) Music on Hold Transfer Caller to Other User or Dept. Auto Timer for Night, Lunch, Weekend Modes Speech Recognition

Voicemail Departmental Mailboxes 1 - 8 Personal Mailboxes 1 - 10 Customized Greetings Automated Voicemail Transfer (Users) Automated Voicemail after Too Long in Queue (Depts) After Hours Voicemail SMS Paging of New Messages Email Forwarding of Messages as Attachments Dial in to Retrieve Messages New and Saved Messages Time and Date of Message Arrival

User Control By Phone By Web Log in/out of Numbers Log in/out of Groups   Access Voicemail Messages Record Voicemail Greeting and Name Change Numbers (e.g. Mobile Number)   Create Temporary Login Number View Recent Missed and Received Calls   Send SMS to Users and Groups   Change Password

System Administrator Control By Phone By Web Override Auto Timer Change Timer Settings   Record System Messages Administer Groups and Members   View Inbound Call Traffic Reports   View Outbound Call Traffic Reports (from VoIP Phones)   Change Control Panel Visual Settings   Change User Details and Passwords

Users		1 - 10
	Each user of the PhonePresence system can be allocated a set of existing phone numbers which the system will try and contact them on - this could be their mobile number, home number etc. A user also gets a voicemail box, a unique logon to the web interface and they can also have their own VoIP phone. When someone calls your main number, the user can be selected from a menu, by name, for example or they may be called as a member of a group.

Groups (Departments)		1 - 8
	When a caller rings your main PhonePresence number, they may choose to go through to a particular department, "Sales" for example. One or more of your users can be logged in to receive sales calls and PhonePresence will attempt to distribute calls to the users, either starting with the first person in group each time, or using an even distribution. Any user can be a member of any groups. PhonePresence SBE has four groups with predefined names - Sales, Support, Accounts and Operator, and four that you can create names for during the sign up process. If you do not want to use menus, you can simply have all your users in the Operator group, for example.

VoIP Accounts		1 - 10
	VoIP, or Voice Over IP, is the new technology by which phone calls use the Internet for all or part of their route, thus reducing or eliminating call costs. Businesses are gradually becoming aware of the savings offered by VoIP, though some have reservations about the resilience and quality of connections that are dependant on the quality of Internet connections. PhonePresence is fully VoIP enabled and every user on the system has a VoIP account by default, regardless of whether or not you choose to use this. You may download the free X-on softphone which runs on your PC, or buy a VoIP handset. Because of the way in which PhonePresence works, calls can ring at both your VoIP handset and your normal phone so you can answer on either, giving you the resilience and cost saving. VoIP also gives you cost saving on outbound calls, typically a quarter of standard BT rates, and the ability to call other X-on VoIP users for no cost at all.

Inbound Main Number
PhonePresence gives your company a choice of inbound numbers depending on your policy, budget, and how you would like to present yourself to your callers:
0871	10ppm Flat Rate National Number - Revenue Generating 0871 numbers are charged to the caller at 8.5p a minute plus VAT or 10p a minute including VAT at all times. This is slightly more than a BT National Rate call (current peak rate 7.91p). Some of the revenue from this covers the cost of the outbound call and service, and a share can be paid to you as revenue or to offset the monthly rental charge, depending on the amount of phone traffic you have. An 0871 number is not a premium rate number and can be dialled from all land-lines and mobiles. Experience demonstrates that customers are as prepared to dial an 0871 number as they are to dial any other 08 or National Rate number. 0871 numbers can be dialled from the UK and some European countries, however if you are receiving a lot of international calls, you should consider an +44870 number.
0844	5ppm Flat Rate Lo-Call National Number - Revenue Neutral 0844 numbers are charged to the caller at 4.25p a minute plus VAT or 5p a minute including VAT at all times. If your calls are transferred largely to UK landlines, the revenue from the number will cover the cost of the outbound call, so the cost of the service will only be the monthly rental. 0844 is the number of choice for organizations such as Health Authorities where a low flat cost is considered a fair option for the consumer. 0844 numbers can be dialled from the UK and some European countries, however if you are receiving a lot of international calls, you should consider a +44207 London number.
0808	0ppm Freephone Number 080 Freephone numbers cost the caller nothing, although some mobile operators make charges for dialling an 080 from a mobile. You pay all the call charges. 080 numbers show your commitment to customer service and are often used as sales numbers. However, they can only be dialled from the UK, so if you are taking a lot of international calls, you should consider an 0870, or an international Freephone number.
+44207	Internationally Accessible London Number If you specifically require a London presence, PhonePresence can provide you with a London number regardless of your actual location. A London number is also a good choice if you wish to direct existing calls, for example from a Non-Geographic (08) number that you already have published, or via a redirect of a Geographic number. If these do not apply, it is more economic to choose a new Non-Geographic number such as 0844.

Direct Dial Numbers for Users

Each PhonePresence user is automatically assigned a direct dial 070 number. An 070 is a 'Personal Number'. It costs a bit more than a normal mobile number (50p/min) for the caller to dial, but there is no charge from PhonePresence for transferring calls to any number, including International or mobile. There are many benefits, such as where staff members do not wish to reveal their personal or mobile numbers to callers but still wish to be available for company calls. VoIP users can make calls that originate from their Direct Dial number.

Target PhoneNumbers per User		4 + VoIP Number
	Each PhonePresence User can 'register' several contact numbers which the system will use when it tries to connect a call to them. By default, these are labeled a 'mobile', 'work', 'home' and 'temporary' number, though in practice you can put any phone number in these slots. Users can log-in to the number that they are nearby at any time. This will affect both direct and group calls. Logging in to a number can either be done using the secure area of the PhonePresence web site, for which each user has a unique account and password. Or, on the move, the current number can be quickly selected by calling in.

Simultaneous Callers		30
	The PhonePresence servers have the capacity for thousands of simultaneous phone calls. When you set up a PhonePresence Small Business Edition account, this will be limited to 30 to enable us to plan capacity. If you expect peaks of call traffic to exceed this, advise our support team who will be able to adjust your account accordingly.

Greeting Message

When you set up your PhonePresence Small Business Edition account, you will be invited to record a greeting message that will be heard by all your callers, such as "Welcome to [your company name]". This gives a professional image to your company. We can also arrange for this, and other messages in the system to be recorded by a professional Voice Artist to further enhance your image. The Greeting Message can be changed at any time by calling into the system or using the web interface.

Departmental Selection Menu

Depending on how you want PhonePresence configured, you can then present the caller with a list of departments to choose from, such as Sales, Customer Support, etc. You can have up to 8 departments set up, with the default option to be transferred to 'the Operator'. Each department corresponds to a group of people who are logged on to PhonePresence - they will log on with the phone number they are currently using, such as their mobile. A department can have as few as one person logged in, or as many as 5, and each person can be a member of any department on the system. So if you want to be Sales, Support and Marketing that's no problem. Using departments, you can create 'skill based call routing' which transfers a caller to the person with the most likely skill to be able to deal with their enquiry - a feature usually only available on call centre systems costing hundreds of thousands of pounds!

Personnel Selection Menu
	If you wish, you can also give callers the option to choose people by name, so they can reach the person they want to call directly, without having to know which phone number they are currently using. Individuals can choose whether or not to be included in this list of people to be accessed directly.

Automated Attendant
	Another option is 'Automated Attendant' which invites the caller to enter the extension number of the person they wish to contact. Each user will be allocated a 2-digit extension number. This gives the impression of a larger organization and means you do not have to give out everyone's name.

Call Transfer Advice

When a user receives a call from the PhonePresence system, they will hear a brief introduction message, sometimes known as a 'whisper' message, before the caller is transferred. By default, this will be the name of the department that the caller has chosen (e.g. "sales call") or, if the caller has selected the user directly, "direct call". You can re-record the Call Transfer Advice messages as you wish. Where staff are taking business calls on phones that are also used for domestic purposes, this feature is very useful so that the correct response can be given to the caller. It also allows one person to be both the Sales and the Support department, for example!

Call Reject Option (Answering Machine Detection)

In additional to the Call Transfer Advice, the user taking the call may also be given the option not to take it, or in practice they are required to press a key to complete the transfer. If they choose not to take the call, the caller is transferred to the next person in the group, or to voicemail if it is a personal call. This feature is also useful if the user's phone has a personal answering machine or mobile voicemail set up. When PhonePresence tries to transfer the call and the Voicemail Answers, it does not get the positive instruction to transfer and instead the call continues to be processed. Call Reject is not configured by default, but can be easily set up from the web control panel by the system administrator.

Call Queuing to Departments
	If all the people logged on to a department are busy on other calls when a call arrives, you can allow callers to be queued. While they queue, they will hear music on hold and you can limit the maximum wait before the caller is sent to voicemail.

Hold Caller (Mute)
	Whatever type of phonethe caller has been taken on, the caller can be put on hold (and taken off hold) using the star key. The caller will hear music on hold and not be able to hear you until retrieved.

Call Transfer

There will be times when a call is best handled by someone else. As you would expect with any phone system, you can transfer an incoming call. And, unlike most phone systems, you don't have to remember their extension or phone number. When you press a key to make the transfer, you will get a list of personnel or departments just as the caller did originally - PhonePresence knows which phone they are logged in with. PhonePresence supports 'blind transfers' (when you make the transfer and hang up before waiting for the outcome) and 'supervised transfers' (when you speak to the person you are transferring the caller to first). A list of valid transfer extensions is automatically created, which includes people (logged on at their current extension) and departments. Unlike most systems, the transfer mechanism is exactly the same whether the call has been answered on a landline, mobile or VoIP phone.

Timers

PhonePresence can be programmed to switch into a night time mode automatically with a seven day auto timer. The options you give callers in this mode can be different from the day time, and may be just as simple as giving a "we're closed" message or taking a voicemail message. You can also program holidays in advance, so the system doesn't automatically go in to day mode on Christmas Day, for example.

Speech Recognition
	Callers can use voice commands to help move through your phone menu. This makes menu navigation even easier for your callers and enhances your business image with increasingly professional customer call handling. Callers to PhonePresence Small Business Edition can use any of the following commands:  "0-9"  "Accounts"  "Support"  "Marketing"  "Sales"  "Service"  "Operator"  "Reception"

Departmental Mailboxes		1 - 8
	Each department can have a voicemail box. Calls may be diverted to the box when it has not been possible to find someone to transfer them to, or outside hours, for example. A group of people are responsible for listening to 'departmental' messages, which will appear as new messages in their personal voicemail boxes. Messages will be identified separately from personal messages, so a sales message will be prefixed 'sales message', for example. Once one person has heard the message, it will appear as 'saved' in the other mailboxes in the group. All the features you would expect in a voicemail system are included, including the ability to save messages, hear when they arrived etc.

User Mailboxes		1 - 10
	A personal voicemail box is available for each user on the system, for when they cannot be contacted. A personal mailbox can be used to replace the standard voicemail available on a mobile phone, for example, and work in the same way. Users can record and change their personal mailbox greeting via the phone or via their personal web login.

SMS Paging of New Messages
	Mobile users can receive a text message to alert them of a new voicemail (per message charges apply - see prices). They can then dial in to retrieve them.

Email Paging of New Messages

Messages can be sent as email attachments to a predetermined email list for each departmental or personal voicemail box. They are .wav or .mp3 files which can be played on any PC with a sound system, through Windows Media Player for example. Once you've listened to a message, you can click on a link within to accept that you've heard it, which will flag it as saved - particularly important for Departmental Messages which may be sent to a number of people.

Login and out of Numbers
	By phone, users can quickly log in to or out of a previously assigned number, such as a mobile. If the calling number is available, the user does not have to enter it and can just opt to 'use the current number'. A temporary number can also be entered.
	The same can be done by logging in to the web site. All changes have effect in real time:

Login and out of Groups
	Each use has the option to make themselves a member of the groups on the system:

Access Voicemail Messages
	You can dial it to check voicemail messages and change your greeting at any time through the special PhonePresence access number.
	Messages can also be played directly from your PC after logging in:

View Recent and Missed Calls
	All PhonePresence reports can be downloaded to a variety of formats including PDF's and exported to Word and Excel compatible formats. A recent call report is available to each user:

Send SMS to Users and Groups
	This is a useful feature whereby a quick text message can be sent by logging on to the PhonePresence web site. The same message can be sent to a group of users:

Auto Timer Settings
	The administrator can set the auto timer which controls how calls are processed: