Virtual PBX Review

• Advanced call transfers

  Most virtual phone systems ca not do transfers of any kind, and callers are required to call back in to the main number and ask for another extension. With Virtual PBX, you can transfer callers anywhere in the system: to another employee, to the operator, to an ACD queue, or to an outside number.

• Advanced queue admin privileges

  When managing a busy virtual call center, it is often beneficial to assign administrative roles to certain people who take calls on the system. With Virtual PBX, each extension owner can be assigned different types of adminstrative privileges without the need to hand over complete access to the system.

• Agent wrap-up time

  In a busy call center, agents often find their phones ringing as soon as they hang up from the previous call. With Virtual PBXs Queue Wrap-up Time, queue administrators can give agents time to finish details from the last call before the phone rings again. The amount of time can be customized for each queue.

• Auto-attendant (virtual receptionist)

  The auto-attendant is a central part of the Virtual PBX system. This is the part of the system that initially answers the incoming calls, eliminating the need for a full-time receptionist. Callers hear a custom business greeting, and then are given options for routing their calls.

• Automated directory

  Callers can be given access to a company directory when they do not know a specific extension number. You have the option to base the dial-by-name directory on either the first name or the last name of the employee.

• Automatic callback

  Many times we want to call back the person who left us a voice message, but the caller did not leave a phone number. With Virtual PBX, you can return a call to the phone number from which the message was left at the push of a button. Our phone menu tells you how.

• Call-waiting signals

  Sometimes employees in queues think they can chat because the phone lines are not busy. TrueACD signals all queue members whenever there are callers waiting, so the agents know that they should wrap up their current calls in a businesslike fashion so they can help the next caller. There is never a case where an employee does not know people are waiting.

• Call blocking

  This feature lets you identify certain phone numbers, exchanges or area codes from which you will not take calls, saving you time and frustration from spammers.

• Central business number

  With Virtual PBX, you can present a unified company image under one central telephone number. All of your employees-whether in a central office, branch offices, home offices, or traveling-are reachable through your main number.

• Centralized messages

  Some people have several phones, each with its own voicemail. When they want to check their messages, they have to search through each system separately. Virtual PBX lets you centralize all the messages in one place.

• Comprehensive data security

  Every call your Virtual PBX number is routed through our datacenter. Our hardware and software technology individually routes every call, providing special safety features included with our service. As the hub for all communications we make sure that it is completely protected.

• Conference-on-demand

  Every Virtual PBX system includes the ability to enable teleconferences on demand. When enabled, conferences can be started at any time, without the need to schedule a conference in advance with a conference provider. With Virtual PBX conferencing, the days of teleconference reservations are over.

• 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.

• Custom greeting

  The message heard by callers when the auto-attendant answers incoming calls can be changed to meet your specific needs. Record the exact greeting you want callers to hear, in a manner that suits your budget.

• Custom on-hold information

  Virtual PBX gives you the option to play music from a broad selection of styles while callers wait, or to play a custom informational or promotional message. The music and message can be different from queue to queue and you get wide flexibility in when to use the recordings.

• Day and night modes

  You may want your phone system to act differently after business hours. With Virtual PBX, you have several after-hours options, available at the click of a button.

• Direct Inward Dial (DID)

  Direct Inward Dial (DID) is a well-know PBX function that allows calls to be routed directly to an extension without going through the auto-attendant or hearing a greeting. Typical virtual phone systems do not have the ability to allow this function, but Virtual PBX is not a typical virtual phone system. We are better.

• Dynamic operator assignment

  Virtual PBX gives you the flexibility to change who the operator is at any time. Most PBX systems route calls to specific phones, not to people. Our virtual system can route the call to any phone, anywhere, and can change the phone number to which calls are routed for a particular extension at any time. If your normal operator is going to be out for a while, simply re-assign the extension that is called when someone dials 0 for the operator through our browser-based web tool.

• Easy web-based management

  To help make system configuration easy, we provide a graphical, web-based tool, accessible from any web browser. Administrators are granted complete access to oversee, change, and monitor all system functions.

• Even load distribution

  TrueACD queuing includes the ability to guarantee an even distribution of calls across all employees logged into an ACD queue. We keep track of how long it has been since the agent last received a call, and route the next call to the person who has been off the phone the longest time.

• Every or any extension availability

  Conferencing can be made available for every extension in the Virtual PBX system, or this privilege can be granted only to select extensions. Once enabled, each extension has its own private conference room, and conferences can be conducted at any time, regardless of other conferences in existence at other extensions.

• Extension options

  Every extension in a Virtual PBX can be designated as a "Live Extension" that is able to take calls, or a Mail-Only Extension that is designed to receive voicemail only.

• Fax viewing options

  Virtual PBX handles incoming faxes automatically, without the need for a fax machine. The faxes are delivered as .pdf files, and can be viewed through our web tool, or forwarded to your email for viewing.

• Flexible security

  While starting a Virtual PBX conference can be as easy as pushing a key and entering the extension number where the conference is being held, security is not an issue. The extension owner can see visually, on a computer screen, the caller ID of anyone in the conference at any time. The owner can also lock the conference, not allowing anyone else to join, or password-protect the conference whenever needed.

• Follow-me calling

  With follow-me calling, extension owners (employees) create a list of phone numbers where they might be reached, such as the number of the phone at their desk, their home office, or their cellular phone. With follow-me from Virtual PBX, you never have to miss an important call because you are on the road. We can reach you in any location there is a phone.

• Free Call Recording

  With Virtual PBX call recording, any or all calls can be recorded, saved, and played back later to assist in training employees or to meet legal or other requirements.

• GeoRoute

  Our unique GeoRoute feature allows calls to be forwarded automatically to the right employee, ACD queue, or business location before it even gets answered based on the location of the origination of the call.

• Mail-only/Information extensions

  Mail-only extensions are used when you want to have callers receive a specialized pre-recorded message, but you do not want anyone to answer the phone.

• Mission-critical fault tolerance

  The Virtual PBX system incorporates "n+1" redundancy with automatic failover throughout the system to assure minimum downtime. When we have a component failure, that part of the system is automatically isolated and removed from use, and calls are instantly rolled over to working equipment.

• Multi-number option

  While having a single incoming business number gives your business a unified presence, sometimes it can be very useful to have multiple incoming business numbers. Every Virtual PBX can have an unlimited number of incoming numbers.

• Multi-stage dialing

  Multi-stage dialing lets you use your Virtual PBX system to unify and integrate businesses with more than one location at a very low cost. Your Virtual PBX number can serve as the umbrella under which all of your offices operate, even if you have a hardware PBX installed in some of your branches.

• Music/info-on-hold

  Improving your company image can be as easy as playing a little music. While callers are waiting to be connected to an extension, they can listen to music or a recorded message. Choose music from a wide variety of interesting titles, or generate excitement with a promotional message.

• Music jukebox

  Music-on-hold from Virtual PBX means lots of choices. You can select the music you want callers to hear from among over 60 different song titles in eight styles, ranging from Rock & Roll to Country and Classical to Rhythm & Blues. Whether you want callers to hear Fleetwood Mac or Tchaikovsky, we can make it happen.

• Never full mailboxes

  We automatically open more message space for you when your space gets full, moving older messages out to make room for newer messages. The older messages are kept for seven days, giving you ample time to retrieve them.

• No busy signals

  Many companies find that they need to add more phone lines to keep their system from ringing busy when call traffic is high. Calls placed to your business through Virtual PBX are answered by our phone system, where we have hundreds of lines and never ring busy.

• Offsite data backups

  We protect your setup in many ways. In addition to our fault tolerant system design, we keep a copy of all your setup data offsite. If there is ever a problem with our servers or our site, your system data will still be available.

• Online Recording Manager

  The Virtual PBX Recording Manager allows you to manage, upload, record, or order the Auto-Attendant or Company Name recordings you want, whenever you want. You will be able to ensure that your customers know when you have changed your business hours during a holiday, if you are running specials, or if you have a special message about the business itself.

• Outbound Faxing

  Virtual PBX now includes FREE outbound faxing. You can upload documents and fax them out using Virtual PBX.

• Overflow queues

  Overflow queues are invoked when your incoming call load really gets heavy. With this feature, you can designate an extra set of employees to help with answering calls if the normal ACD queue gets too busy.

• Personal Greetings

  Instead of canned messages, Virtual PBX allows you to customize the greeting that you give callers. Let your personality shine through. Be professional or laid-back, it is your choice. You record your own voicemail greeting, so callers hear your voice and you can say anything you want.

• Phone, email, web and pager notification

  Many times, knowing that you have got messages is critical. The Virtual PBX system includes multiple ways to let you know a voice message or fax is waiting. You can receive email notification, pager, and web alerts. You can even be notified you have received new voice or faxmail messages with a text message to your cell phone.

• Phone-type freedom

  Because Virtual PBX is a hosted service, not a physical PBX, we can connect calls to any type of phone, over any kind of transport. Land lines, cellular phones, satellite phones, Voice-Over-IP (VOIP) - if you can receive standard telephone calls, we can reach you.

• Professional Voice Recordings

  Use professional voice talent to record your greetings and announcements. Professional recordings will make your company appear like a much larger organization, reinforce your brand and project a professional image to your callers. A Wizard guides you easily through the entire process. Complete professional recording packages start from only $50.

• Protected queues

  A Virtual PBX system allows callers with the proper password to be allowed to enter the ACD queue.

• Queue logs

  In addition to knowing what is going on at any given moment, the Virtual PBX can generate reports what has happened in the past, allowing you to track call trends and improve your call center efficiency.

• Queue optimization

  Patent-pending queue algorithms get calls answered faster.

• Realtime monitoring

  Effective management of a call center often means knowing what is happening all the time. By monitoring call activity, managers can move assets from one ACD queue to another as needed, or know when they need to get extra help.

• SelectRoute

  Our SelectRoute option lets you route calls automatically based on a wide set of user inputs up to nine digits in length. Ask the user to spell out a product name, a company name, or an account number. The possibilities are limitless with Virtual PBX.

• Self-managed agent presence

  Managing ACD queues can be complex and time consuming for administrators. TrueACD queuing allows employees to log themselves in and out of queues, and the system dynamically and automatically adjusts call routing appropriately.

• Skills-based call routing

  Of all the hosted PBX systems, only Virtual PBX offers skills-based call routing. This feature allows administrators to rank employees in ACD queues by how skilled they are, or by the priority the employees should have in answering calls.

• SmartID Advanced Caller ID Delivery

  Other phone services typically pass just the originating phone number of a call. Virtual PBX SmartID 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.

• TrueACD queueing

  ACD (Automatic Call Distribution) queues are used when callers may know what they want but not who they want. Typically, these callers will want to be connected with a department, such as sales or support. Without ACD queuing, callers must know the extension number of the person with whom they want to speak. With ACD, employees (agents) log into a queue group so they can answer calls for a specific department.

• Unlimited PBX scalability

  Some companies, believing they will eventually need more capability than a small PBX system can offer, over-buy and over-pay early on. With Virtual PBX, you pay as you grow.

• User-assignable ring times

  A Virtual PBX user can have up to 4 phone numbers associated with their extension and each phone number can be set to ring for a different amount of time before the system tries the next number. A call routed to a cell phone overseas, for example, can be given more time for pickup than a call to a domestic land line, or support calls can be set to try an agent for a longer period of time than a sales call.

• Virtual calling card

  If you need to make calls that will not be billed to the phone you are calling from, you can call your own toll-free number and ask your Virtual PBX system to place the calls for you. This feature is password protected and tracked by user extension, so you can eliminate abuse. It is perfect for calling from a friends house, a hotel, or a pay phone. And you dont need to keep track of special code numbers and dialing strings, you just dial yourself.

• Virtual extensions

  In most systems, extensions are assigned to physical telephones. Employees have to be at their phones to receive calls. With Virtual PBX, extension numbers are assigned to people, and the people let the system know what phone (or phones) they want calls routed to, an important and poweful difference.

• Virtual office and virtual call center support

  Hardware-based PBX systems usually require all employees to be in a central business office. With Virtual PBX, call center agents can work from a main office or branch offices. They can set up home offices and still be a part of the call center. They can even log in while they are traveling and receive calls as though they were still in the office.

• Voicemail Interrupt

  Just like the answering machine at home, every Virtual PBX extension can now listen to callers as they leave a voicemail message. A call can then be picked up at anytime by simply pressing the # key.

• Web callback

  It can be expensive to make calls when you are traveling. Avoid phone expense shock at checkout by having your Virtual PBX system call you, a call originated in the United States with low rates and no initiation fees, and use the system to place outgoing calls for you.