Featured Features – Week 3

I hope you have been enjoying our blog series, Featured Features. If you’ve missed the past couple posts, don’t forget to check them out. So far I’ve gone over six of Telonium’s features: Auto Attendant, Custom Greetings, Music on Hold, Dial-by-Name Directory, Individual Voicemail, and Time-Based Routing. Now, I’m moving on to features that assist in making your office run smoothly. The four I will be going over today are Extension Dialing, Call Transfer, Call Group, and Call Queue.

Extension Dialing – Reach your co-workers easily by dialing their 3 or 4 digit extension. It may seem silly but this really can be a time saver, and is especially helpful for people like me who have terrible memories. Don’t forget that extension dialing works for both regular and virtual extensions. Therefore, you are able to reach a coworker who is out of the office and has a virtual extension, by simply dialing their extension.

TIPS: Have a satellite office across the country or employees that work from home? They can also be reached by simply dialing their extension.

Call Transfer – Call transferring – something that most people are pretty familiar with right? With us, it’s easy to redirect a call to another extension, external number, or a voicemail box seamlessly.

TIPS: If you work in one department, say support and need to transfer a call to sales, you have the ability to transfer the call to an entire group by simply dialing a 4-digit call group number. Which leads me to my next feature…

Call Group – The call group feature allows calls to be forwarded to multiple extensions that will then ring simultaneously. This means that If you have multiple people in your office who can offer customer support, those phones will ring and whoever is available can take the call. A great feature within call group is called “Tagging”. With Tagging, you will be able to know what call group a caller is dialing by displaying a specified group label prepended to the caller ID on the screen. This way, even if you’re a one man (or woman) company, you will know exactly what the customer is looking for.

TIPS: If you are busy and can’t take calls, there is an option on your main phone screen called DND, which stands for Do Not Disturb. If you select DND, then you will not be a part of call grouping until you are ready to take calls again.

Call Queue – Our call queue feature makes it easy to manage a large volume of inbound calls. Most people have had experience with call queues when dealing with call centers. Agents will be offered one call at a time so that they can address each and every caller. Think of a call queue as having callers virtually waiting in line.

TIPS: You will be able to customize the call queue experience through various options. For example, you can have callers hear a greeting and then go to hold music or have them go straight to listening to the hold music.

That’s it for this week’s installment of Featured Features. Make sure to check back in next week for more features. As always, if you would like to learn more about Telonium’s features or anything else, feel free to give us a call, or you can contact me at <my first name>@telonium.com.

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