UCaaS Platform

As businesses evolve and modernize, transition to remote work environments and
seek to leverage the scalability and reach of cloud-based communication technology, our Unified Communications  platform provides an all-in-one solution that equips organizations of any size with the innovative and reliable features they need.

This page provides an exhaustive breakdown of the platform’s features and capabilities This extended feature list is continuously updated as new features are released and existing features are enhanced — let us know if there’s something you need but can’t find. Click on the feature below to expand the title and learn more!

Hosted PBX (Private Branch Exchange) is the modern version of the traditional telephone closet. It puts the “brains” of a phone closet into professionally maintained data centers, transforms business communications and improves productivity without purchasing expensive, complex phone system software and hardware that depreciates and becomes outdated. Voice over IP (VoIP) refers to cloud-based phone systems that are accessible through a high-quality broadband connection. VoIP is more cost- effective and scalable than traditional phone systems. Our platform’s Hosted PBX & VoIP offers:

Call Conferencing

Conference Bridges

 Multiple on-site and outside callers can simultaneously participate in password-protected  conference calls. Callers can be assigned “talk/listen” or “listen only” status.

3-Way Conference Call

After making or receiving a call, a user may “conference in” any third party for a 3-way call.

Call Management

Attended Transfer

Transfer a call to an extension or phone number after announcing the party to be transferred.

Auto Attendant Answering

Setup a telephone number that dials directly to an Auto Attendant. Callers are then presented with predefined options via the Auto Attendant feature.

Automatic Call Distribution (ACD)

Used to route calls in a call center environment to the appropriate agents based on factors such as time availability, behavior and priority levels.

Barge

Allows you to listen in on a selected extension and speak to the internal caller, but not be heard by the external caller.

Burstable Virtual Call Paths

Call Paths are “burstable,” meaning you can configure your Hosted PBX to give extra call paths “on demand” to deliver additional calls beyond the number of paths purchased—up to 10 additional paths.
The system will automatically track and bill the customers for the extra call paths and they will have use of the additional call paths for the remainder of the billing period.

Busy Call Forwarding

Automatically forwards your calls to an extension, group, or phone number when your phone is busy.

Call Forwarding

Forward calls via the portal, or via your device or softphone. Calls may be forwarded to any extension or phone number. Note: device or softphone forwarding functionality may vary by manufacturer.

Call Hold

Place calls on hold and play music or a commercial while a caller is on hold.

Call Park

Unlike a call placed on hold, a parked call may be picked up at another extension.

Call Queue

Call Queues are used to route calls on a first-in, first-out basis to the appropriate extension or group. These extensions can be agents logged into the system. Call Queues are commonly used with an ACD where callers hear an announcement such as “Thank you for calling, all available agents are busy, please hold for the next available agent, or press ‘1’ to leave a message.” When the call is ready to be routed, the ACD handles the routing rules.

Call Recording

Selectively record calls for training or documentation purposes. Includes on demand call recording codes (ex: *8 to pause call recording and *9 to start call recording). Note: Call Recording requires an additional subscription.

Call Routing Time Frames

Allows routing decisions based on time and date. Multiple schedules can be configured from departments with different hours of operation (e.g. business hours, after hours, and holiday hours).

Call Waiting Indicator

Indicates an incoming call (and Caller ID if available) while another call is in process.

Caller ID

Customize the appearance of your outgoing Caller ID by outgoing number or extension.

Caller ID Blocking

Disable Caller ID for all outbound calls made from your Hosted PBX.

Caller ID Routing

Enables the creation of one or more inbound call routing tables that route to a particular destination, based on Caller ID. A Caller ID Route matches either a call’s Caller ID name or number, and then uses a predetermined call route to deliver the call to its destination.

Cloud Extensions

Cloud Extensions are used to route a call to a specific destination without the use of a physical device/endpoint (Voicemail, Outside Number, Ring Group, etc). Note: Since there is no endpoint with a Cloud Extension, it cannot be placed in a ring group.

Direct Inward Dialing (DID)

Set up a telephone number to dial directly to a device or extension.

Direct Inward System Access (DISA)

Allows remote users to dial into their hosted PBX from an outside line and make outbound calls that will display Caller ID information from a DID within their office.

Directed Call Pickup

Allows users to dial *8 plus an extension number to answer a call ringing at that extension. Note: this feature does not work with a Group or Queue call.

Disable Outbound Dialing

Disable Outbound Dialing for specific extensions.

Do Not Disturb

A device or softphone feature that simulates a phone being off-the-hook and sends incoming calls directly into voicemail. Other routing options are also available.

Find Me (Digital Assistant)

Set up a personal assistant to find you at up to five locations. This feature is configured per extension and offers multiple options to route calls once they have reached the given extension. Callers are prompted to announce themselves and are given the option to try the next location or to leave a message.

Forward Calls Locally or Remotely (via Phone or Web)

Call Forwarding is easy to set up and manage from your desktop or on-the-go.

Incoming Call Blocking

“Blacklist” phone numbers to block them from calling your Hosted PBX.

Incoming Call Identification

Identify incoming calls by modifying the Caller ID to display Call Routing information.

Incoming Caller ID Routing

Route calls based on incoming Caller ID to any Auto Attendant, extension, Ring Group, phone number, ACD or Call Queue.

Incoming Privacy Screening

Force callers with “No Caller ID” or “Blocked Caller ID” to enter a number that will be presented as their Caller ID.

Listen Live

Allows you to listen in on a selected extension, but not speak.

Live Person Answering

Set up a telephone number to ring a specific extension or a Ring Group sequentially or simultaneously. This option enables your company to use a live person to answer the caller instead of an Auto Attendant.

Multicast Paging

A device feature that allows announcements through the loudspeakers of a group of phones or extensions. Note: phone specific; check per brand or model.

Multicast Paging

A device feature that allows announcements through the loudspeakers of a group of phones or extensions. Note: phone specific; check per brand or model.

No Answer Call Forwarding

Automatically forwards your calls to an extension, group, or phone number when you do not answer your phone.

Office Intercom

Dial another user’s extension and activate their phone speaker to make an announcement. Note: phone specific; check per brand or model.

One Button Redial

A device or softphone feature that redials the last number dialed by the extension user. Note: not all phones support this feature.

1-6 Digit Extension Dialing

Hosted PBX extensions can consist of 1- 6 digits.

Outbound Dialing Rules

Configure which types of outbound calls users can make.

Outgoing Call Blocking

Prevent calls to specific numbers or services (e.g. a 1-900 number).

Premium Call Recording (Add On Subscription Required)

Record incoming and outgoing calls either by default or on demand. Choose which extensions get recorded automatically, which ones can use on demand, and which ones don’t get recorded at all from your company portal. You can also see, search, listen to and download all call recordings generated from a single screen. By default, we store recordings for 90 days; you also have the ability to offload files to an SFTP server.

Ring Groups

Enable multiple extensions to be joined as a group, and then route calls sequentially or simultaneously to that group.

Shared Virtual Call Paths

Virtual Call Paths deliver calls to and from the PSTN to either hosted endpoints or SIP Trunks. They are shared by all endpoints on a Hosted PBX, regardless of location. Customers can purchase any number of call paths to suit their needs and are limited only by budget constraints and bandwidth consumption (typically 80 Kbps per call).

Speed Dial

A device or softphone feature that automates the dialing of a predetermined phone number.

Unattended Transfer

Transfer a call to another extension, group or phone number without announcing the party being transferred.

Voicemail

Associate a voice mailbox with an extension or use an announce-only voice mailbox to provide customers with a prerecorded message when they choose an option through an Auto Attendant or extension.

Voicemail Box Monitoring

See when a voicemail message is left in up to three other voicemail boxes from your desk phone.

Visual Voicemail

After a voicemail is received, the Hosted PBX will send an email to any valid email account or alias that you enter into your company portal. The message will include the date and time of the call, the duration, Caller ID (if provided), the mailbox number and an attached WAV file that can be played on your PC or mobile device. You can also set up auto-delete for voicemail messages after a configurable time, or as soon they are emailed.

Voicemail to Text (Add On Subscription Required)

Don’t have a smartphone or tablet capable of playing WAV files? Enter an SMS address in your company portal and the Hosted PBX will send a shorter text message to your device. Note:Third-party text messaging rates may apply.

Music On Hold

Commercials on Hold (by Phone Number)

You may upload multiple On Hold commercials to your Hosted PBX, and playback can be based on location or queue.

Music on Hold (Custom or Default)

You have the choice to upload custom music files, or use our default music to be played while callers are on hold.

Origination and Termination

Domestic Origination

Our platform provides local phone numbers or DIDs in most areas in the United States. That means that we can port your local phone number to our system, and provide your company with the highest quality voice and flexibility of Voice over IP (VoIP).

Domestic Terminations

We provide competitive outbound call packages ranging from pay-as-you-go and prepaid minutes, to unlimited usage plans. Our per-minute rate is competitive, and our quality and reliability is uncompromising.

E911 Support

Every location and phone number where you utilize a device or softphone must have an associated E911 entry in the Web Portal. The phone number associated with your location is then registered with the national E911 database. You are also responsible for updating this information with us if you move any device to a new location per our Terms of Service.

Endpoint Templates

We provide the ability to create, configure, and distribute phone program templates that can be  used with our auto-provisioning servers. This feature streamlines the process of adding new phone models/vendors to our platform. The templates can contain button programming, phone feature access, & more.

International Termination

We offer competitive international rates, which are available upon request.

Shared Line Appearance

The ability to emulate a “Key System” where each phone can have predefined line keys that represent a specific phone line. Calls are delivered to the line and all phones with that line key. Any phone can pick up the call and all others will see that it is in use. Calls cannot be transferred from that line, but can be put on hold or announced and picked up on the same phone or any other phone bearing the same  line key. Note: this is essentially a “party line” with no privacy.

Toll Free Numbers

Utilize one or multiple toll-free numbers which may be routed to a specific outside DID, Auto Attendant, group or queue.

Reporting

Activity Reports

Activity reports provide graphs of call traffic and virtual path usage for all call types that occurred during the past 90 days.

Call Detail Records

Real-time call logging is available within the portal. Information displayed includes call origin, destination, duration, date and time and call type (International, On-Net, etc.).

Call Traffic by Extension

Track the number of calls by individual extensions.

Call Volume Graphs

Histograms graphically display calling patterns and trends.

Virtual Auto Attendants

Multiple Top-level Auto Attendants

Allows separate telephone numbers to be routed to unique Top-Level Auto Attendants. Each Auto Attendant is individually configurable.

Sub-level Auto Attendants

Sub-Level  Auto Attendants are often used for different departments within an organization. For example, you may have a main Auto Attendant for your company, plus Sub-Level Auto Attendants for Sales, Support, etc.

Top-level Auto Attendants (Always On or Time-based)

Allows callers to select menu options using a standard telephone keypad. Through the portal interface, calls can be routed to extensions, mailboxes, groups, conference rooms, call queues, or multiple levels of additional auto attendants.

SIP Trunking

A Session Initiation Protocol (SIP) Trunking solution is a virtual phone line that utilizes a Broadband connection for access, offering up to 40% savings over traditional telephone lines. SIP Trunking enables the ability to plan for peak concurrent call utilization across the enterprise versus on a per-location basis, delivers immediate cost savings and provides a flexible and scalable business communications solution. Features include:

Standard SIP Trunking

A standard SIP trunk also delivers calls to the premise equipment and acts like a  CO line. If the SIP endpoint is offline or cannot be contacted by our system, the system issues busy signals to the incoming callers.

Enhanced SIP Trunking

An enhanced SIP trunk delivers calls to the premise equipment and acts like a CO line. If theSIP endpoint is offline or cannot be contacted by our system, the system provides an alternate predefined route for incoming calls. Examples are: routing calls to an Auto Attendant, other SIP trunks(at other locations), voicemail or a Find-Me Follow-Me sequence. This disaster recovery feature is extremely powerful and flexible.

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