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User Experience

SmartID – Advanced Caller ID Delivery

Other phone services typically pass just the originating phone number of a call. VirtualPBX SmartID provides provides intelligent Caller ID that helps you separate your business calls from your personal calls along with information that helps you determine what the caller wants even before you pick up the phone.

  • Get Caller ID information even if it is blocked by the caller.
  • Hear the caller ID information verbally when using a phone that doesn’t have Caller ID capability, before you accept the call.
  • Display the Virtual PBX number the caller dialed so you know if a call is for your sales line or for priority support, and answer appropriately.
  • Use Virtual PBX for outbound calls and send your Virtual PBX number to those you call, not your personal phone number.
  • Combine verbal and digital information to know what a call is about while you still get the originating caller ID.
  • Set custom options across your entire Virtual PBX or by employee preference.

Detailed information about SmartID can be found here.
Click here to learn how to use SmartID

Configurable Call Preview

When a user receives a call from the virtual PBX system, a preview of information about the call can be verbally announced, before the call is actually connected. System administrators can select among five different details that can be include in the announcement:

  • Caller ID
    By announcing this information in the call preview, users can know the phone number from which the incoming call originated. This is a verbal announcement, digit-by-digit, not an electronic signal that is readable by phone equipped with caller ID.
  • Company Name
    This announcement is the name of the company that owns the Virtual PBX, not the name of the company calling. This information is usually used by companies that have more than one inbound number. See the multi-number option feature for more detail.
  • Extension Owner Name
    Knowing who the call was originally sent to is useful if follow-me calling has been invoked from several people to one extension. For example, a secretary might be asked to answer all calls from the executive staff while a meeting takes place. Each executive’s follow-me list would be updated to send calls to the secretary, and then the secretary would take calls for each executive, while knowing who the caller was trying to reach.
  • Call Screening
    The Virtual PBX administrator has the ability to enable or disable call screening for the entire company. If it is enabled, each employee can decide whether to turn screening on or off.
    When call screening is on, callers are asked to state their names before the call is transferred to the extension owner. This way the extension owner can know exactly who the caller is before picking up the call.
  • ACD Queue Name
    Inclusion of this information allows agents who answer more than one ACD queue to know which queue the customer called in on. This is especially useful when employees usually support one main queue but are sometimes used to help out another function.

Call Screening

The Virtual PBX administrator has the ability to enable or disable call screening for the entire company. If it is enabled, each employee can decide whether to turn screening on or off.

When call screening is on, callers are asked to state their names before the call is transferred to the extension owner. This way the extension owner can know exactly who the caller is before picking up the call.

Easy, Web-Based Extension Configuration

While overall system configuration is done by a system administrator, making sure that the business maintains its professional presence, many functions and features are controlled directly by each extension owner. This gives tremendous flexibility to the employee, while reducing the load on the administrator. Typical configuration activities by extension owners include establishing follow-me lists, setting voicemail and fax forward options, checking voice and fax messages, and logging into ACD queues.

The web configuration tool is straightforward and easy to use. And most employee functions can also be done from any touch-tone telephone.

Call-Answer Security

With follow-me calling, you can send your calls to any phone. Some of these phones might be used by other people, such as a home phone. Call-answer security lets you set a password that must be entered before a call is actually connected. If the password is not given, the call will move to the next number in the follow-me list, or to voicemail.

Do-Not-Disturb

There are times when you don’t want your phone to ring, and want callers sent directly to voicemail. To meet this need, Virtual PBX allows extension owners to mark their extensions as unavailable.