Advanced Call Routing:

The use of data collected automatically, or manually, in order to route the call to the correct party.

Archiving for Regulatory Compliance:

Ability to archive call recordings, instant messages, faxes and other meta data for later retrieval.

Auto Attendant:

Call processor that uses input or caller ID from the caller to route calls. Most common auto attendants play a message, prompting the user to chose what department they wish to reach. Advanced auto attendants can look up the caller ID against an internal database to route the call.

Automatic Call Distribution (ACD) Group:

Like a Hunt group with the option of logging out of the group and not taking calls.

Automatic Call Back: 

The option to offer a caller waiting in a call queue to retain their place in the queue and be automatically called back.

Automatic Certificate Support:

Provides a method to obtain a trusted certificate, securely configure it for use, and automatically take care of renewal through simple MX Administrator configuration

Automatic Patch Manager:

Provides a method for the phone system to automatically download/install new patches with the ability to execute at a specified date/time.

Barge In (Call Center):

Allows supervisors to join a call in progress.

Call Attached Data:

Data that is collected from the caller, or user that is visible after the call is transferred or can be referenced through reporting.

Call Center Functionality:

Allows one, or more users, to receive inbound calls with the ability to monitor reports and record calls.

Call Center Reporting:

Reporting on users and groups to monitor utilization of the phone system by agents.

Call Forwarding:

The ability to automatically forward calls to a different user, extension or external number.

Call Handling Rules:

Ability to direct calls based on date/day of the week, time, caller ID, or presence of the user.

Call Recording:

Allows for calls to be manually, or automatically, recorded and held on the system for a period of time.

Conference:

Allows 3 or more users to hold discussions.

Desktop Client:

Unified communications client that runs on an end user’s personal computer. The client is able to create or receive voice, voicemail, faxes, instant messages.

Extended Maintenance:

Hardware warranty that ensures critical systems to be replaced overnight. Only applicable to premise-based systems.

Fax Integration:

Ability of the phone system to send and receive faxes. Faxes can be printed, or can be read by individual users, through a desktop or mobile client.

Find me/Follow me:

Using call handling rules, calls can be redirected to one or more phones based on date/day, time caller ID or presence of the user.

HIPAA Compliance:

The ability to secure ePHI data both In Transit and At Rest and meet HIPAA compliancy regulations.

Hunt Group:

Users of a hunt group can be sent calls to one or all phones. Users cannot logout of a hunt group.

Instant Messaging:

The ability to send instant messages to other users on the system, or external third parties, directly from the unified communication interface.

Invite External Contacts to IM:

Ability to initiate a web chat session with external users.

Listen In (Call Center):

Allows supervisors to listen to an agent/end-user conversation without their knowledge.

Multi Party Mobile Client:

Unified communications client that runs on a mobile phone. The client can create or receive voice, voicemail, faxes, instant messages.

Multi Party Conference Calling:

The ability to create a call with 4 or more attendees. Calls can be ad-hoc, or scheduled in advance.

Multi-Site Scalability:

The ability to service multiple locations with the same phone system.

Number Lists:

Provides a method to have numbers analyzed prior to routing to destinations in the Dial Plan. This feature can be used to create “blacklists” for unwanted numbers.

Operator Group:

A group that one or more people can log into that enables an operator to direct calls to individual users and other groups.

Outbound Dialer:

Allows users to configure and execute bulk dialing campaigns and play an interactive voice script when the call is answered.

Paging Groups:

Ability to play an announcement over specified telephones without the need for an end user to pick up.

Password Rules:

Allows the enforcement of minimum password length, password expiry durations and a method to force all users to change passwords.

Recall to Originator:

Allows users to transfer a call using a special code (or prefix key), so that if the transfer party does not answer the call, the transferred call can be configured to recall back to the
transfer originator. The recall will occur prior to the transferred call going to voicemail or following call handling rules.

Remote Phones (work from home):

Ability to provision desk telephones for use off-network

Reporting:

Ability to produce one time, or scheduled reports, so that administration can check on utilization of the phone system by an individual user, or group. Reporting can also provide call detail on the route the call took through the system.

Return Call Routing:

This feature provides methods for callers who have previously called an ICC group to have special routing treatment applied upon a returning call. This includes to the last agent assigned to a call, scripts, groups and extensions.

Screen Sharing:

Ability to share one users screen with another using a desktop client.

Secure Phone Provisioning:

Ability to provision phones securely to prevent tampering.

Secure RTP

Encrypts communications between endpoints. Industry standard protocol provide encryption, message authentication and integrity, and replay attack protection to the RTP data in both unicast and multicast applications.

Security Auditing:

The security audit log provides a record of activity in the MX system that is recorded when access to the system that contains or uses electronic protected health information (ePHI) is done.

SMS Messaging:

The ability to send SMS (texts to mobile numbers) directly from the unified communication interface.

Software Assurance:

Warranty that assures that the phone system is able to use the latest version of software. Software updates enable enhanced features and bug fixes.

System Monitoring:

Monitoring reporting and alerting of critical phone system functionality.

System Redundancy:

Allows for failover from one system to another in the case of hardware or software failure.

Text to Speech:

Allows to create outgoing and auto attendant messages internal to the phone system.

Three Way Conference Call:

The ability to create a three person conference call from a telephone or desktop client.

Transfer to Service Extensions:

Allows a user who receives a transferred call to return the call to the originating source. The user does not need to know the exact extension of the transferring source. The user can
simply transfer the call back to a service extension, which will deliver the call to the originator of the transfer. Service extension can be created for answer point, user, operator, and Auto Attendant.

Voice Encryption:

Support for Secure RTP (SRTP) provides a standards based method of encrypting the RTP voice packets to prevent interception. This feature supports independent encryption settings for the phone.

Voicemail to Email:

Ability to forward recorded messages to one or more email addresses.

Voicemail Transcription:

Transcribing the voicemail message to text so that the user does not need to play the message aloud.

Voicemail:

Ability to leave a voice mail message for a user or group.

Wallboard:

Allows supervisors to monitor group statistics, create/manage templates, as well as configure alerts for specific conditions.

Warm Transfer:

Warm transfers allows a 3 way conversation to occur and then the transferring party may hang up and connect the remaining parties.

Webchat (Call Center):

Allows customers to be routed to agents from the company’s website. Webchats are queued and will be forwarded to the next available agent.

Whisper In (Call Center):

Allows supervisors to listen and talk to an agent without the customer hearing or knowledge.