Features

Make your customers stay connected while on hold, thanks to our custom Music on Hold feature. Whether your customers are in a queue or being transferred, selecting pleasant hold music can help you keep your clients calm and patient, restating your professionalism while they wait. You have the choice to add music and choose the track if you wish.

This feature allows microphones to be placed at entrances to relay a potential visitor’s voice to another room. It is used to be a single button, single wire, single receiver system. Now, however, intercoms are increasingly complex features to add to a company’s communications infrastructure.

Wired, wireless, security systems, and even video intercoms exist to help turn your company building into a modern communication hub with audio and visual options that range in complexity and connectivity for both personal and professional uses.

When you need to hold calls in the style of a conference requiring some kind of third-party verification involving legal proceedings, document verification, or conversation analysis, then this feature is just for you.

Instead of having two separate calls and repeating yourself, you solve your customer problems more productively with only one phone call.

You can return to the person on hold if the third person doesn’t answer and you can also continue your conversation with any of the two other callers if one of them hangs up.

This feature allows you to place a call on hold and mark the line as busy on all other phones connected to the same line. This means that instead of the other phones getting notified that you’re holding a call, you can hold, transfer, or conference with this call without alerting anyone else on the shared line.

Flagman VoIP lets your personal or business name appear to the call receiver each time you call. It’s of utmost importance to inform us of any personal or company name changes if you want your caller ID to reflect the updated information.

Listening to customer voicemail messages and calling them back indicates how much your business values its customers. The voicemail waiting indicator flashes an LED light to notify the agent that there are messages waiting to be heard.

This is an invaluable setting if you want to hold meetings or do work at certain times without being alerted to calls ringing on your extension. There are several options for what happens to a call when it tries to contact a line on which the Do Not Disturb feature is activated.

These include redirecting to another extension, such as that of a secretary, giving the call a busy or Do Not Disturb signal, or forwarding the call to an automated recorded message.

It’s up to the owner of the line how the call is routed. You can choose to be alerted visually that a call is trying to get through or receive no notifications at all. Whether the call makes it to your voice mailbox or is forwarded to another phone is completely up to you.

We establish access to the 911 emergency call line for accurate emergency routing. Accurate location information is transmitted to the call center while you inform them of your emergency.

Make your customers navigate your business much more easily by our dedicated extensions, which allow contacting specific departments or individuals within them. Moreover, our dedicated extensions help employees easily contact their department heads or counterparts wherever they are in the world.

Being able to dial a company contact without having to find the specific area code is an invaluable time-saver.

This feature allows you to send an incoming call to another number when the receiver doesn’t answer after a specified number of rings. Both the numbers for redirection are set explicitly by you.

If the call still isn’t answered even after being redirected to the new number, the caller may leave a voice message in the mailbox of the forwarded number. This feature doesn’t allow the caller to leave a voicemail to the original number they tried to reach.

Switch to Flagman VoIP, keeping your existing number. We will transfer your existing number from your current carrier to Flagman for FREE, unlike other providers. Hence, you keep the same number but provide a whole new level of customer support.

This must-have customer service-centric feature allows your business representatives to meet their caller’s needs with no hassle. Due to the attendant transfer feature, your representatives can confirm the destination and transfer the caller to the right department without disconnecting with them. 

A blind transfer works the same way but without the need of calling and confirming the transfer. 

This feature redistributes phone calls placed from a specific telephone number to a group of receiving lines and uses an algorithm to select which of the several phone lines will receive the caller.

Once the program selects the receiver, the call is redirected there. If that line is busy, the call is then transferred to the following available line in the hunt group. The caller will get a busy signal when none of the lines are open.

This feature allows multiline business telephone systems to redirect clients throughout your group of available representatives until the call connects to an open line in one of the departments.

Improve your customer relationships thanks to our available Toll-Free Numbers available. Customers calling these numbers aren’t charged any extenuating fees like long-distance charges for the call.

A Toll-Free Number is crucial for a customer service call center to provide prospective clients with an easy and free way to get in touch with your business. These numbers can also often receive text messages — modern customer service centers are often equipped to text back on behalf of the establishment.

Note: Rates and fees still apply on mobile phones without unlimited calling plans enabled.

Establishing the best possible connection between your customer service representatives and your clients is essential to appearing professional and obtaining their business. No wonder, natural-sounding calls are an asset in the modern remote marketplace.

This basic feature can go a long way towards enhancing professionalism and increasing the productivity of remote calls and meetings.

This feature allows your business to accommodate multiple phone calls at the same time, particularly as they are involved in the system’s call hunting process.

Since a landline can only receive one call at a time, call rollover allows additional calls to be redirected to the next available line by establishing fake numbers within a company’s communications infrastructure that exist for the sole purpose of accommodating multiple calls.

These rollover numbers will not be published or known to the general public, as they don’t explicitly exist. They are simply used within your company’s telecommunications framework to handle simultaneous calls through call hunting and redirecting.

We will provide you with a local phone number to better reach your local clients at no extra cost. By establishing your business with a local phone number, you also establish yourself as a local business. This helps prospective clients find you when searching online and in local directories.

You can add direct dial numbers for departments and remote offices if you want and set a dedicated fax number. Even if your business has a primarily virtual presence, local numbers are available to put your business close to the people you hope will become your clients.

This closeness will be invaluable to your relationship with the surrounding community and your visibility to your prospective callers.

This feature allows you to record your own voicemail greeting to give your extension a personal touch. You can include contact information and operating hours in personalized voicemail messages.

This feature works in a business communication setting by redirecting callers to extensions without the aid of an operator. Many automatic attendants contain menus that allow callers to select the destination of their call from a directory of choices.

This is especially useful if you expect a high volume of callers for various departments whose numbers and extensions are not well-known to the public. As automatic attendants don’t replace secretaries, however, most include an option to speak with a live customer service representative by staying on the line or pressing a number.

The automatic attendant feature simply and efficiently takes the workload off your receptionists and your call hunting program to allow callers to sift themselves through the company directory and often find their own destination through the automated system.

This feature is perfect for businesses like yours that want to protect highly valued clients from the inconveniences caused by power outages, keeping a professional and caring approach. Failover call routing activates when a power outage causes your phones to be rerouted to an alternate number without the need for you to call a support line to have this done manually.

If you have the automatic attendant feature, it will automatically answer calls and direct them to the department they’re trying to reach.

With this feature, you can answer calls incoming to a specific extension by dialing a code and number. This allows you to answer other extensions from your office phone or any that are linked to the system.

If you see someone gone from their desk for some reason, you can answer their calls from any line by dialing this code and extension.

This applies to most calls but not to those that are waiting in a call queue. Those calls are on hold for a specific preset group of service representatives that are being sorted by an algorithm to answer them in order of customer service availability. If you try to answer a queued call using the remote call pickup feature, you’ll just get a busy signal.

Automatic day and night modes improve the efficiency of your business communication structure by implementing a simple program based on parameters that you set beforehand.

Once the mode is enabled, you can choose the conditions of the separate times, such as setting the call diversion protocols and the music that plays while calls are on hold.

Most businesses use these modes to automate their phone service at night with a specific outgoing message and to automatically turn it on for normal operating procedures once business hours start.

This feature allows you to receive calls from your clients wherever you are and whatever device you happen to be using. It helps your colleagues and customers easily reach you, whether you’re traveling on the road or overseeing multiple locations.

This becomes possible by routing multiple phone numbers to a single phone line and one answering machine. For business owners like you that work in various regions and need to keep up to date with their partners or clients, this feature allows you to receive calls at various numbers on the same device.

Your automatic voicemail features can also apply to the phone that routes calls through this feature, if preferred.

The feature allows you to ring multiple phones after dialing only one number or extension. It’s best used for businesses that need to share incoming calls with multiple employees, in order to make sure that everyone gets the same information at the same time.

This feature can be used to distribute calls to entire departments by transferring incoming information directly to everyone in customer support or sales. This can be a great advantage to any company with multiple departments, a large sales team, or even a small number of key employees that you think will need to be contacted all at once.

This feature redirects calls with a set protocol when you don’t want them to be forwarded to separate departments. These options include advertisements for products and services as well as caller entertainment.

This feature is great for improving brand recognition and engagement, reducing the number of callers that hang up when they are put on hold, and sounding professional and personal. This feature is essential for businesses like yours that don’t want their potential callers to get bored when all the lines are busy.

This feature allows you to make your office phones portable for use in conference calls or to switch between modes for easy access to whatever is convenient for you at the time.

There are many options for wired and wireless headsets and handsets that can be upgraded with advanced features. When you pick up the phone, the phone in headset mode automatically switches to handset mode for an easy transition. You can also switch them manually at the push of a button.

Speed dial is a useful feature for those who predict dialing certain numbers on a regular basis, such as those with regular business contacts, frequent interaction with certain remote colleagues, or family members.
The speed dial contacts are accessed by pressing certain numbers you choose beforehand or by pressing and holding one key.

For anyone who has to make regular rounds with business contacts on a daily basis, speed dial can be an invaluable timesaver.

This feature allows your system to check the number being dialed regularly, every certain amount of seconds, and for a set amount of minutes to determine if the line is still busy.

This saves your potential clients the trouble of redialing and allows them to stay on the line, hear your brand engagement pitches, and not seek another business’s services in the meantime.

This feature allows you to create a virtual line where your prospective clients are waiting to be handled by your customer service representatives. This feature allows your communications system to deal with all its incoming calls. It is particularly useful in a call center environment where it may be necessary to manage a large volume of calls.

This feature is perfect for businesses that expect a high volume of calls and want to manage them without hiring new representatives. A queue helps you keep your clients on the line while the available workers deal with the incoming callers one at a time.

Text messaging has been seen as an informal communication method, reserved mostly for social contacts, family, and friends. However, businesses like yours are adopting text messaging as a convenient way to communicate with remote employees, coordinate meetings and project leads with colleagues, and send out reminders about important company policies.

The convenience of this feature cannot be overstated even in the context of business communications. It can be considered invaluable for personal communication and team leadership in work activities, particularly if they have to be coordinated off-site.

This is an advanced feature for businesses like yours interested in improving quality assurance in terms of their customer service representation.

This feature allows you to audit recorded calls in order to improve their marketing plans, sales efficiency, and create new support strategies for your customer service staff.

This is an essential service if your business communication plan includes improving your customer service initiatives through responsive auditing, review, and employee training.

This feature documents the details of your company’s phone calls, including the time of the call, duration, and incoming and outgoing numbers.

This feature is critical to a business that wants to monitor the telephones used in their various offices or departments in order to either track long-distance call records or keep detailed listings of all the calls serviced by your company’s phone system.

This feature is reserved for business communications infrastructure. It records your voice and sends it as an audio file to an email address. It can then be opened on any phone or computer and played back.

This makes it easy for workers to see new voicemail messages since people in the modern workplace are checking their email much more frequently than their desk phones. This improves your employees’ responsiveness to messages, allowing them to see new messages immediately and respond to your clients within minutes.

This feature increases customer satisfaction and is also a benefit in keeping records of communication for business archive purposes.

eFax or online faxing allows you to choose from several signing options for the receipt of your faxes. It has enhanced security and sharing features over a conventional fax system by encrypting faxes and hosting them securely so that you can download them at your convenience without worrying about viruses.

Access to file sharing and online storage technology helps your company bring faxing into the modern age with the eFax option.

This feature allows you to use your intercom to broadcast to a group from the speakers of a single phone. The program activates the phones that are in the paging group to answer the call and activate the speakers automatically.
Intuitive to set up and use for paging multiple people at once, this is an advanced feature for businesses like yours that frequently require secure paging and answering over loudspeakers with dedicated phone lines.

The feature allows you to restrict access to your management interface to security and network administrators and IT support users hired through your company. An isolated management network on your company’s internet connection will help you manage your firewalls and defend against data theft and hackers.

This IT-specific feature allows you to limit the IP addresses with access to the management network and to set the dedicated devices and servers that can host those addresses.Multi-factor authentication allows administrators to manage their firewalls and prevent credentials from being stolen.

Call parking refers to the business telephone feature of leaving a call for someone else with access to the same line to pick it up instead.

This system operates purely on a private call network that can only be accessed by authorized users. Multiple agents are available to pick up a parked call. This differentiates call parking from call forwarding, which is a directed action that reroutes a call to one representative in particular.

This is a useful feature if you want to reduce the number of times a prospective client contacts your business and receives a busy signal or voicemail.

Calls made to your team or to a call queue from a public switched telephone network can be placed on hold with this feature, including default music chosen by the service provider.

This feature has the same hold notifications as others in your system. Conditions at which an external call will be placed on public hold can be configured by the communications administrator.

This feature includes connectivity to your computer and phone via the web portal of your service provider or your email address. It allows you to not only ensure that your company’s callers never receive a busy signal, but also to be able to review, forward, archive, and delete voice mail messages all from your computer or phone through your email.

You can receive text notifications on your cell when there are voicemail messages waiting on your company phone. Maintaining a professional appearance requires this easy access to your waiting messages, open inquiries, and essential information from your superiors and colleagues.

In order to track your call service representatives’ performance, create new agent coaching methods, and gather valuable insight into your callers’ demographics and needs, you need this feature.

The ability to prioritize recordings from both inbound and outbound calls and access them any time can help you improve quality standards in your call center and better serve your clients.

Today, online storage options and mobile access to call recordings that you’ve prioritized combine to make gaining valuable insight into your business easier than ever.

This feature allows you to call your wireless number and check your voicemail messages from another phone. This is useful both for when you don’t have your cellphone and for when you are traveling outside your coverage area.

This also allows you to dial your desk phone and check your work messages from your cellphone. By keeping yourself up to date with this feature, you have your entire call log from your primary phone on any device, so long as you have your voicemail PIN handy.

This feature helps businesses manage team members in a large company, particularly when it concerns conferences or networking events.

An automated speaker will help route callers to their desired destinations 24 hours a day through speech recognition technology. These attendants have access to the entire company directory. Simply by stating the information or person, they’re looking for, your callers can leave voicemails to the appropriate person or department even when business isn’t currently in operation.

This allows you to cater to the needs of prospective clients when they call you on weekends, after hours, or even during normal operating hours when you need to boost the productivity of an already strained call center representative staff. An automated directory can help you do this without the need to hire more call center agents.

This feature allows you to only receive calls from clients without making any outgoing calls. This can be used for employee efficiency or in business situations where no outgoing calls are necessary.
Just ensure that a phone capable of making outgoing calls is available nearby in case of emergencies.

This feature allows a telephone line to be programmed to restrict long-distance calls from being made on that line if they involve charges. It also doesn’t allow charges to be reversed to the phone by an incoming caller.

This is useful for you if you avoid unauthorized charges from calls made on the premises. Though some long-distance calls can still be made (such as to a toll-free number), most are restricted on systems that feature the toll restriction or toll denial feature.

The automatic call distribution feature operates in tandem with interactive response technology to sort the callers in your queue to the most appropriate representatives. This system is key to any call center or any business that expects a large volume of prospective clients. Automatic call distribution software identifies callers’ needs based on pre-determined criteria and sorts them as efficiently as possible.

For instance, callers from Spanish-speaking countries will be connected automatically to a Spanish-speaking service representative. By routing callers to the best available agent for their needs, the communication process between your prospective clients and your call center is effectively streamlined.

The software also records data and monitors calls for purposes of reporting and agent training.

This feature allows you to turn another phone into your own by “logging in” with a username and PIN number. For those whose job requires them to travel between company sites, mobility extension is extremely useful in order to have access to their main extension number, caller profile information, dial permissions, call forwards, and other settings from any phone on which they can log in.

Accessing your default device’s profile on company phones in other locations linked by your mobility extension feature can save you a ton of time transferring information. For as long as you’re logged into that phone, it displays all the attributes of your profile phone and only reconfigures to default once you’ve logged out.

This is a modern solution to working with teams of people that include remote colleagues or in handling business meeting situations between company sites that are far from one another. By collaborating with colleagues, department heads, or remote workers through a virtual conference room, you get all the benefits of employee engagement that you get in face-to-face meetings without having to worry about the location. You only need a webcam and an internet connection.

Remote meetings save time and costs associated with traditional meetings and allow you to house more people in one conference without worrying about the location. This is especially useful if you want to make an announcement to multiple departments or give a presentation that’s relevant to your whole team. These advancements made on the traditional conference call give you the visual engagement benefits of live meetings without any of the associated wasted time and travel costs.

This feature takes care of the call center’s responsibilities of receiving, processing, and redirecting incoming calls. It serves as an administrator in processing customers’ queries, redirecting them to customer or service support teams, or otherwise redirecting their call to the department that can help them most.

Each call center agent has a computer, telephone, and headset connected to the company’s call management system. They may service one business or be linked by a corporate computer network to other centers in the case of especially large enterprises.

Call Center Dashboard (SaaS), allows to monitor call center status real time showing summarized information, such as, how many agents are currently logged in and available to answer incoming calls, how many callers are currently waiting in the call center queue, how many abandoned calls, average waiting time, avg talk time, longest wait time and much more…

Primarily used for automated web applications like email campaigns, outgoing only lines are designed for purposes that do not require any client response. These lines are easy to manage with predetermined criteria and useful for your marketing and sales teams that don’t need to receive any calls.

Automatic call answering and routing protocols allow you to customize the rules of your phone network from any device that has access to the internet.
This is especially useful if you expect important family calls at work. You can prioritize those calls in the system and designate them to be forwarded directly to your cellphone from the company phone, and even direct other incoming calls on that phone back to the office system or straight to voicemail.

This works for any phone of your choosing. You can even specify which protocols are active on which days and times in order to create unique answering and routing rules for different departments or events. You can customize the outgoing greetings and schedule routing for different employee or departmental configurations.

The feature that allows you to set custom music on hold for your business could change your business’s profile in the eyes of your prospective client.
On-hold music can be set by default through the system, but you can also choose it yourself to match your clientele or establish a stronger brand identity with the clients waiting in the call queue.

Without this feature, your prospective customer receives a busy signal when no one answers, which shows that you don’t care enough about them to give them a little concession while they wait. Custom music on hold is not a feature that every client necessarily appreciates, but it’s one that every client will notice if you don’t have it.

This feature changes the parameters that guide inbound calls from different locations to their various routed destinations. It allows you to restrict toll bypass for users based on their geographic location.

When this bypass restriction is applied for a specific location, the system administrator assigns users to a network determined by the IP subnet.

In the event that multiple clients are calling from different sites, location-based routing allows the administrator to enforce each location routing specifications separately.

The blacklist is a database that records all phones that have been stolen. Once a phone has been listed, many carriers will not allow it to connect to their network, despite using a new SIM card.

Callers from phones reported lost or stolen are of no use to your business and should be removed from the directory with this feature. You can manually blacklist an offensive or repeat caller using this feature as well.

This feature allows your personal or business name to appear above the number of the person receiving your call. The record with the information required to display your caller ID is not forwarded automatically to your new provider, though some providers do perform this service automatically.

If your service provider and carrier are different companies, you need to check with the outside carrier in order to ensure that your caller ID is activated.

This is why it’s important to inform your carrier of any person or company name changes if you want your caller ID to reflect the new information. Only some providers will update this for you automatically, without your verbal request.

The global address book or address list is a shared list of all people contained in a company or organization (such as a school or hospital).
This read-only address list is accessed over the company computer network in order to search for people and find their contact information.

Administrators can add information or update the entries.
For instance, if a client wants to email a specific recipient within a company, the global address book can help them look up their email address in the directory. This saves the company’s customer service phone lines and email addresses from answering multiple queries about the contact information of specific parties.

By accessing the address book remotely, you can email employees or locate someone within the organization from any device with access to the internet.

This feature allows a secretary to monitor their supervisors’ extensions. This is so that a secretary can answer a call on the boss’s behalf when appropriate or put the call on hold until the boss can answer it themselves.

If the call isn’t answered within a designated amount of time, the call returns to the secretary’s extension and rings again, at which time the secretary can hold it for the boss again after reassuring the client or hang up.

This feature can be set up with specifications that dictate how they interact with your clients. The caller will respond to the voice prompts through keypad presses or voice recognition software.

Depending on how advanced the interactive voice responder is, it could be packaged with predetermined responses or organically generate answers for more personalized assistance leading your clients through the company’s directory.

While these systems are often used for payments or common services with retail orders, they can also be used for daily caller interaction to determine where their call should be routed.

Caller ID routing allows your system to accept or reject calls based on the incoming phone number. The routing rules give you control over where the calls go. For example, this system might automatically sort calls with certain area codes to the regional office that services their area.

Configuring the system to sort calls based on caller ID helps your call service representatives lighten their load and decreases the amount of time your clients will spend waiting to be directed to the appropriate destination within your company.

This feature is more of a tool for your business if you’re being spammed or harassed by a repeat caller. It allows you to trace threatening phone calls and have location information ready for local police.

You just have to answer the caller and designate the trace. Then you will receive instructions after typing in a specific code on how to trace the call and what to do with the information you have received.

As a business owner, you probably understand the difficulty of expanding your communication network to international markets. Having features available for international numbers will give you an advantage in the difficult process of expanding the reach of your company to include your foreign clients or colleagues.

These services are useful for those who want to provide convenient and inexpensive calling options for their international clients as well as those who are international companies themselves and want to make communication with the United States easier.

If your business phone needs to easily and cheaply communicate between domestic offices and international clients (or vice versa), you should invest in augmenting the communications framework with features for international numbers.

Vanity numbers are custom phone numbers that allow you to stand out from your business competition with a more memorable number.

With these numbers — they usually spell out something relevant to your company and the services your clients hope to receive — your clients can more easily remember your number, respond to ads, and recommend you to their friends.

Choosing a vanity number that’s easy to remember and relevant to your company is a simple way to increase the traffic to your call center and get more leads on potential clients.

You have as many options as possible when choosing a custom phone greeting. You can even set different ones for different times or days of the week, such as when you want customized greetings for when you’re away.
From professional welcome messages to apologies for when you can’t answer the phone, a custom greeting gives you and your business a professional look that is indispensable to the early stages of your relationship with your clients.

These menus allow companies large and small to manage incoming calls more effectively. IVR, or Interactive Voice Recognition, is part of a system of automated attendants and preprogrammed menus that helps prospective clients navigate your company’s directory without the additional aid of a call service representative.

These automated greetings provide the caller options to select and automatically route their call to the most appropriate destination. This raises the efficiency of your company’s communication system and reduces the number of agents that are required to handle your large volume of incoming calls.