It’s not just the mobile telephone world that has developed new technology over the last few years. There have been plenty of developments and innovations in traditional landline telephony. Your competitors are probably taking advantage of them, so perhaps it’s time you did too?
There are always going to be times when you’re unavailable to take your calls. Business telephone systems from Odyssey include fully integrated voice mail, with features that you expect from mobile handsets such as custom greetings, voice mail forwarding and secure remote access. Our next generation voice mail solutions include voice mail to email.
All Odyssey business telephone systems support time of day routing, allowing an automated change of call routing based on the time, or manually for users with permission. Last person out of the office? Just hit “Night Mode” on your handset and calls for you, or your entire business will be sent to an alternative feature or telephone number.
Perhaps one of the most basic, and most important feature of a business telephone system. All our phone system solutions include support for attended and non-attended transfers. Non-attended transfers are simply forwarding an existing call to another extension unannounced. Attended transfers allow users to dial other extensions and provide a short introduction, such as the callers name and the reason they are calling before connecting a third party.
Call parking is a feature similar to transfer, that allows a user to “park” an existing call at one handset, and then pick up the call and continue at another handset.
The Financial Services Authority legislation introduced in March 2008 states that all voice and data electronic communications dealing with orders, negotiations or arranges of transactions in the financial services industry. In addition to industry legislation, businesses who complete major parts of their processes on the telephone often see huge training value in recording call. LG and Mitel business telephone systems provide solutions to archive call recordings for small business, all the way to full call centre volumes.
Call pickup is a great feature that allows users with permission to answers phone calls for someone else on their own handset, particularly useful when a large office is unusually quiet with the majority of staff in a meeting for example. Remaining staff members would be able to pick up ringing handsets on the other side of the business without having to run over and physically answer the handset.
Voicemail sometimes lead to lost opportunities or damage how your business is perceived. For times when there are more people ringing your telephone number than there are staff available to answer the call, queuing can sometimes be the best answer. Odyssey business telephone systems support first in first out call queuing, with advanced features such as marketing on hold, position in queue and average time to answer announcements. Callers waiting too long in queue? No problem, call back in queue allows them to hang up and the system will call back as soon as an operator becomes free.
Odyssey business telephone systems benefit from in built conference calling with features such as arrival announcement and pin access control, all requiring no additional expensive hardware. Dial an internal number to reach a conference room, or allocate an external telephone number to allow remote dial in with your customers.
This feature allows users to divert calls manually with a user programmed feature key, or automatically send them to an alternative destination based on the status of their handset such as no answer, busy or not connected. Different forwarding destinations can also be set based on time of day, day of week, or even specific days in the future such as holiday. Both internal extensions (on net) and external telephone numbers (off net), such as mobile phones, can be specified as destinations.
Interactive Voice Menus
An interactive voice menu, or interactive voice response, is a business telephone system feature that allows callers to decide how they should be routed be pressing keys on their handset. There can be reluctance to implement it, often due to bad experiences of corporations nesting far too many options before a callers reaches their destination, however used correctly with proper thought applied the benefits for both the caller and businesses are tangible. Odyssey are experienced in setting up IVRs from basic single options, all the way to fully database integrated menus capturing details such as account numbers, access codes, and telephone numbers.
Automated Call Distribution
Automated Call Distribution, or ACD, is a business telephone system feature that distributes inbound calls to groups of logged in agents. Odyssey usually set up this feature in office environments where there is large volume of inbound calls, and the caller doesn’t need to speak to a specific person, for example customer services. Calls can be distributed based on multiple factors such as longest agent idle, and skills based routing sending calls to individuals of groups with a specific skill set as a priority.
Caller ID Based Routing
At the most basic level displaying an inbound caller ID on ringing handsets allows users to make an informed decision on how to handle the call before they pickup. Hang up on nuisance callers before your handsets ring. Send your most valuable customers straight to the managing director without going to reception. Integrate your billing platform and route overdue account callers straight to the collections department regardless of who they call. Caller ID based routing moves this decision into the business telephone system, sending the call down an alternative route depending on who they are.
Busy Lamp Fields
Nearly all business telephone system handsets allow users to assign speed dials to programmable feature keys. The busy lamp field feature shows a visible status of handsets by lighting up, or changing frequency of flash or colour, allowing users a quick “at a glance” understanding of who is available within the business.
Paging allows users with permission to transmit audio via the speaker of another system handset, without them answering. Handsets can be divided into different groups, or zones, allowing users to page specific floors or areas in the building, departments, or business functions.
Music on Hold
Odyssey business telephone systems include both on board storage for uploading of digital media directly onto the system, and audio input jacks for music or marketing on hold messages stored on external media devices such a CD, DVD, and MP3 players. Music on hold is often overlooked as a valuable area for cross selling additional products or services to callers, or enhancing the brand of an organisation.
Users with mobile extension enabled will have their inbound calls delivered to both their desktop handset and mobile phone, allowing them to advertise just one telephone number to reach them on multiple devices, regardless of where they are. What’s more, if a user answers their call on a mobile handset the business telephone system will allow them to place calls on hold and transfer back to their desktop handset or any other extension on the system.
In mission critical telephony environments, Odyssey installs a duplicate business telephone system with automated failover. In the event of hardware failure call handling functions are automatically transfered over to the backup system. Couple this with multiple lines via analogue, ISDN and SIP and Odyssey has a solution to ensure your business will stay communcicating at all times.
The perfect solution for multiple members of staff when sharing a single desk and handset. Desktop handsets defined as hot desk stations require users to login with their unique user ID and pin number. Once logged in, the handset receives their inbound calls from groups and DDIs, acquires their extension number, programmable key functions, speed dials and all settings as if it is dedicated to them. Great for businesses running shift patterns.
Door/Gate Access Control
Our business telephone systems include relays that can be triggered from programmable handset buttons with permission to do so. Odyssey has experience of integrating many makes of door and gate access control systems.
Computer Telephony Integration
Computer Telephony Integration, or CTI, is a term used when any telephone and computer actions are integrated or coordinated. Click to dial is probably the most basic of integrations, allowing a user to call a number by clicking on their PC. For inbound calls, screen pops can deliver notifications and information on the inbound callers, or even integrate with existing systems and databases opening their account automatically. Most software applications support something called TAPI, an IT standard that allows Odyssey to integrate with your software.
VoIP, or Voice over internet protocol, is a method of delivering voice communications over internet connectivity such as ADSL broadband and fibre leased lines. With data connectivity in the UK market place improving month on month, many businesses are turning to VoIP instead or as well as traditional methods such as analogue lines or ISDN. There are a number of benefits from using VoIP such as increased flexibility and features, with decreased lead times and cost. Odyssey systems has heavily invested in its own VoIP infrastructure, bringing our customers the ability to deliver any UK telephone number, anywhere in the world.
With advances in business telephone system technology comes the ability to link multiple sites into one fully integrated telephone, regardless of the geographic distances between them. Dial a colleague in your Newcastle office from Stockton using their extension number, and pay no call charges at all. Have full visibility on the status of every handset across your organisation, regardless of where they are. You could even route an entire office’s calls to an alternative site with a couple of clicks – perfect for disaster recovery.