3cx Phone System Features

[Anush Faigley]

Use these in conjunction to create both a reactive and proactive quality assurance program for agents. You can fight fires on the fly while also creating a formal review program for random or selected calls and agents.

If you run an outbound call center, or have outbound sales or account management teams, you can benefit from automated outbound calling proven to increase agent talk time and productivity.

A VoIP phone system underpinning your calls guarantees high-quality voice calls over the internet. You can attach a physical handset or a softphone with a headset to your VoIP connection and start making HD calls quickly.

Unlike a regular call queue, where customers wait on hold until an agent becomes available, a virtual queue saves their position, allows them to hang up, and notifies customers when their turn approaches.

It allows you to rank your agents based on their abilities. You can then rank incoming calls by specific skills, which are listed per queue. Your call center software routes calls to agents who are ranked higher in those skills.

Dynamic rerouting happens automatically, so you can always ensure that customers are being served by the best possible agent at any given time, improving first-call resolution rates and customer satisfaction.

Learning with every customer interaction, AI is constantly getting better and more personalized when serving your customers. The more customer information you have, the better the customer experience.

One of the more advanced call center features gaining rapid adoption momentum is speech analytics. It involves using AI to sift through voice interactions and find keywords and sentiments inside conversations.

Not only do customers love the personalized menu, but your business also benefits from the efficient handling of high call volumes. Likewise, customers prefer auto attendants to the alternative: multiple call transfers and excessive hold times.

There are basic features like call routing and call whisper that you can get from most call center providers. What differentiates top providers from the others is how easily (and quickly) you can gain value right away.

This article describes Microsoft Teams Phone features. For more information about using Teams Phone as your Private Branch Exchange (PBX) replacement, and options for connecting to the Public Switched Telephone Network (PSTN), see What is Teams Phone. This article is for administrators and IT professionals.

Clients are available for PC, Mac, and mobile, which provides features on devices from tablets and mobile phones to PCs and desktop IP phones. For more information, see Get clients for Microsoft Teams.

Licenses and voice enablement - To use Teams Phone features, your organization must have a Teams Phone license. For more information about licensing, including Teams Phone Standard and Teams Phone Standard for Frontline Workers, see Microsoft Teams add-on licensing.

Most features require you to assign the Teams Phone license and ensure that users are "voice enabled." To assign the license, use the Set-CsPhoneNumberAssignment cmdlet and set the EnterpriseVoiceEnabled parameter to $true. A few features, such as Auto attendant, don't require a user to be voice enabled. Exceptions are called out in the table below.

A cloud business phone system that brings together everything under the same roof can help streamline your operations. From business calls, SMS, data, analytics, and coaching, you need to be able to get an eagle-eye view of your sales and support to ensure your customers are not left in the lurch.

Old-school PBX systems are expensive and bulky and require specialized support for installation. They need ongoing maintenance, and including new features or additional capacity costs your business time and money. A business phone system, on the other hand, eliminates all of these issues.

You can work from anywhere (office, home, or any location) with a cloud phone system without thinking about hardware. With the help of business phone features like seamless call forwarding, your employees can stay connected to your clients irrespective of their location.

Using personal phones for business can risk your data and privacy. With customer contact and call logs info stored on personal phones, your proprietary client data is moving out with your employees.

A cloud phone system lets you control where and when customers contact you and keeps your personal contact information private. It ensures the safety of your proprietary information by making it accessible only to your employees.

Rather than using an inefficient set of tools, you can concentrate on one simple solution with tools that work well together. The one-stop approach also enables easy integration of online tools like Dropbox, Microsoft Outlook, and Google Apps with your existing tools.

A cloud business phone system can do a small business act and look like a professional one. You can use automated assistants, quickly route calls to the correct person, and use call notifications and pro-level voicemail to keep a record of your customer needs.

Automated attendants are one of the most useful business phone system features. They greet incoming callers and inform them which department to approach by clicking the respective key on their telephone or mobile device.

The VoIP call forwarding feature automatically diverts incoming calls on your past number to your new VoIP device without the knowledge of the caller. It also allows you to use your old VoIP number to make calls from your new VoIP device.

A phone service software records all important details like the date, time, caller ID, duration, and status (transferred to voicemail or accepted) of a VoIP call. This stored information can be used to handle customer queries and analyze sales activity.

Some VoIP business phone systems allow call recording. You can save the audio in cloud file storage and use the conversation for future reference. This feature can be beneficial in training employees.

This feature requires very few telephone lines, and incoming calls can be diverted to the right person by simply adding their personal contact number. This not only saves the installation time but also has cost benefits.

With this call transfer feature, you can direct your call to an external or internal line. The call transfer costs are calculated based on the person to whom the call has been directed. A call transfer, using VoIP, to devices like a mobile phone is generally free.

Some VoIP phone systems feature desktop and mobile apps that promote instant messaging (IM). Instant business messages augment productivity allowing your staff to respond to queries instantly rather than waiting hours to get a response via email.

With the group announcement feature, you can alert your entire staff through their desk phone- from yours. Such phone system features are very beneficial if your office is spread over multiple floors.

This feature is perfect for big customer service teams. Your customers can call one number, and multiple devices ring. The first representative to answer their call is directed to the caller to handle the query.

Furthermore, the app has a distinct business contact number that allows incoming calls to come directly to your device. This ensures seamless business communication even if your employees are in remote locations.

If your office phone system enables text messaging, then you can easily receive and send texts via any VoIP-enabled device. This ensures seamless business communication using a single internet-based platform.

A package for Unified Communications includes conference calls, voicemail, email, text messaging, fax, and video/audio calls. It is a full-service package that requires the usage of several VoIP-powered devices.

With a foundational role at Saas Labs, Anand has been a key player in establishing the Product Management function and spearheading the launch of our Conversation Intelligence solution. His expertise in AI innovation guides both the strategic direction of the products and a team committed to excellence.

Get a detailed list of the standard subscription and pay-per-minute rates for your agreement by country or region and by currency. Communications Credits rates are for charges not included in your subscription plan.6

Teams subscriptions include Teams Phone and enable calls from one Teams app to another. Making and receiving calls to and from landlines and mobile phones on the PSTN in Teams is available with an add-on such as Teams Phone Standard or Teams Phone with Calling Plan or is included in Microsoft 365 E5. These options provide a cloud-based phone system in Teams with features such as hold, blind and safe transfers, and reporting features for professionals who manage calling solutions. As of October 2023, some Microsoft 365 and Office 365 suites no longer include Teams. Subscribers to those plans must purchase a Teams license separately.

A calling plan provides customers with a primary phone number and calling minutes to make and receive phone calls. A domestic calling plan is included in Teams Phone with Calling Plan or can be added onto Microsoft 365 E5.8 As of October 2023, some Microsoft 365 and Office 365 suites no longer include Teams. Subscribers to those plans must purchase a Teams license separately.

Operator Connect is another option for providing PSTN connectivity with Teams Phone. For more information about Teams voice solutions and PSTN connectivity options, see Plan your Teams voice solution and PSTN connectivity options.

Yes, customers can work with their Microsoft partner to bring their own calling plan. A configuration called Direct Routing allows customers to connect voice trunks directly from their network to Teams or interconnect other telephony entities, such as call centers or analog devices.

c80f0f1006