Call Handling Services

With daily advancements in technology it’s important to keep up. That’s why 90% of the numbers we sell have additional call handling features attached to them so our customers get the best out of their phone number.

Favourite customer choices include our online portal, call divert and call whisper plans all designed to give maximum control to you. Our telephone consultants can advise you of the right solution so if you’d like to learn more about how these services can benefit your company then please call us on 03333 222 123.

 What is Bespoke Announcement?

Bespoke Announcement plays an audio announcement tailored to your needs when a caller dials your number, or selects a certain option within your IVR menu

This option is ideal if you want your callers to hear a recorded personalised announcement rather connecting to a live operator e.g. to provide a list of your opening hours, your postal address, product details, or answers to frequently asked questions.

There are no additional charges if you record your own announcement as a “.wav” file and you may change your announcement for free up to 5 times a month. Alternatively we can record a bespoke announcement on your behalf at a cost of £25 each.

 What is Geographic Area Routing?

Geographic Area Routing is a bespoke service that enables you to route calls from your nominated local dialling codes to specific destinations. For example, a business may wish to route calls originating from 0207, 0208, and 0203 numbers to their London based site, and all other callers to a central call centre.

Geographic Area Routing is ideal if you wish to route callers from certain locations to staff or sites that are based nearby, or who service those areas.

 What is Remote Retargeting Online Access?

If you require the flexibility need to retarget your phone number to an alternative destination whenever you want to then Remote Retargeting Online Access may be an essential service for you. For example, you may work from home, or on the road on occasion and require work calls to be routed to your residential line or mobile on a temporary basis. By simply logging on to a secure online portal you can quickly and easily change the targeting of your number to alternative landline or mobile destinations as often as you like, 24 hours a day.

Remote Retargeting with online access is ideal if you want full control over where and when your phone calls are routed. This service also includes the ability to enable, disable and edit any other features you may have selected such as Voicemail to Email, Time/Day/Date Routing or Call Recording.

 What is Voicemail Lite?

Callers to your number automatically reach a voicemail lite service which you can personalise with your own recorded greeting or sales message. Callers’ messages can be accessed by dialling a secure voicemail retrieval number and entering your mailbox number and PIN.

This service is ideal if you simply require callers to leave a brief message e.g. for a brochure request line or to gather customer feedback.

 What is Voicemail?

Voicemail kicks in when you are engaged on another call, or unavailable to answer. Your callers are connected to a voicemail service which you can personalise with your own recorded greeting. Callers’ messages can be accessed by dialling a secure voicemail retrieval number from any phone and entering a PIN.

This service is ideal if you want callers to be able to leave you a message when you are unavailable to take their call.

 What is Voicemail to Email?

When you are engaged on another call, or unavailable to answer, your callers are connected to a voicemail service which you can personalise with your own recorded greeting. Callers’ messages will be forwarded as an audio file to your chosen email address which can then be listened to on any internet connected pc.

This service is ideal if you want callers to be able to leave you a message when you are unavailable to take their call.

 What is Remote Retargeting Phone Access?

If you frequently need to retarget your phone number between a certain number of destinations on an irregular basis then Remote Retargeting Phone Access may be an essential service for you. For example, you may work from home on occasion and require work calls to be routed there on a temporary basis. By simply dialling in to a secure remote access telephone number you can quickly and easily switch the targeting of your number between pre-selected destinations as often as you like, 24 hours a day.

Remote Retargeting with telephone access is ideal if you want control over where and when your phone calls are routed, between a limited number of destinations.

 What are Online Call Statistics?

Online Call Statistics Lets you can access your call statistics each month online via a secure web portal. This will show you how many calls you have received on your number(s), when you received them, their duration and location.

This feature is ideal to help you keep track of your inbound call traffic on a monthly basis.

 What are Advanced Online Call Statistics?

Advanced Online Call Statistics enables you to access detailed call statistics online via a secure web portal. The information has just a 15 minute delay so you can see your calls in near real time. This will show you how many calls you have received on your number(s), when you received them, and their duration. You can interrogate the information further by filtering and sorting it to provide relevant statistical analysis and view key data in graphical formats.

This feature is ideal to help you monitor your inbound call traffic, track the success of your marketing campaigns, and identify peak call periods.

 What is Time, Day & Date Routing?

Time, Day & Date Routing offers the ability to route your calls differently depending on the time of day, the day of the week, or on certain dates e.g. your calls could be routed to voice mail when out of hours or on bank holidays.

This service is ideal if you wish to automate the routing of your calls on a regular basis according to time, day or date.

 What is Call Divert?

If your main target number is busy or not answered within a specified time the call can be diverted to an alternative target number. Up to 5 target numbers can be included within Call Divert.

This service is ideal if you wish to route calls to another number when you are on the phone or unavailable.

 What is Distribution Routing?

Distribution Routing enables you to automatically distribute incoming calls between several operators, departments, or locations according to a specified percentage of call traffic that you can select.

Distribution Routing is a useful alternative to simply diverting calls to an alternative number when busy as it automatically spreads the call traffic evenly avoiding overloading individual staff or sites.

Distribution Routing provides a better experience for your customers as they are more likely to be answered first time.

What are the benefits of Distribution Routing?

• Flexible: we can tailor your Distribution plan to your exact specification e.g. distributing calls evenly, randomly, in sequence, or in a specific ratio. The plan can be updated and fine tuned as required.
• Service: ensure your customers receive the highest level of service by not overloading individual staff or sites with too many incoming calls.
• Responsive: you can switch between two or more Distribution set-ups almost instantly via our automated system. This can help you react quickly to changing demands on your call network.
• Instant: simple set up means you can allocate your calls to the right people straightaway.
• Save money: no expensive hardware to install.
• Simple: we will help you set up your Distribution plan with the minimum of fuss.
• Secure: our automated systems are secure and password protected.

 What is Virtual Receptionist?

Virtual Receptionist gives you automated call handling which directs your customers to the right place via a simple menu system. Virtual Receptionist ensures that all calls are handled efficiently and professionally whatever the time of day. Plus, should the worst ever happen, you can re-route your calls to any destination so that your customers can always get through without any adverse effects to your service.

Typically, your callers will be greeted with a welcome message confirming they have reached the right number, and then be given a number of options to choose from to direct their call quickly and accurately e.g. “Press 1 for Sales, or 2 for Service”.

Virtual Receptionist is ideal if you wish to take control of all your inbound calls to give your customers the best level of service.

 What is Hunt Group?

A Hunt Group enables your inbound calls to be answered efficiently by your group of staff or colleagues irrespective of where they are located. Calls can be delivered to a group of destinations in a variety of patterns such as Linear, Cyclic or Longest Waiting. For example, a call can be re-routed from a busy of unanswered destination to try alternative numbers in a sequential order, to the first available, or to the one which has been inactive longest.

This service is ideal if you have a group of staff or sites that all may be available to receive calls if any of the other staff or sites are busy.

 What is Call Recording?

Call Recording enables you to record your inbound calls for compliance, training or quality control purposes. The system creates an audio file which can be emailed to you for storage or listening to at your convenience.

Call Recording is ideal if you require a record of your inbound calls without the need for additional costly hardware.

What are the benefits of Call Recording?

• Storage: recordings are stored within our network, so there’s no need for huge data storage facilities. You can keep recordings for a pre-defined period of time or indefinitely.
• Access: retrieve recordings online. Play back on your PC, download for archiving, and send as email attachments.
• Security: recorded data is automatically backed up within our network and held at multiple locations.
• Save money: no capital outlay for expensive hardware. No upgrade or maintenance costs. No fees for retrieving calls.
• Scalable: from 1 to 100,000 lines across multiple sites.
• Simple: fast implementation and an intuitive, easy to use interface.

 What is Fax to Email?

Fax to Email is a cost saving service that eliminates the need for you to have fax machine hardware and a separate phone line to receive inbound faxes.

Any fax sent to your dedicated number is converted to an electronic image file and immediately forwarded to your preferred email inbox. This saves expensive line rental, printing costs and the environment from unnecessary waste. Plus, if you have a mobile internet device such as a smartphone or laptop you can receive faxes on the go.

Fax to Email is ideal if…

• You do not want the expense of a separate phone line to receive faxes.
• You want the convenience of being able to receive faxes anywhere you have access to your email account.
• You want the ability to easily forward on received faxes to other email addresses or print the fax if necessary.
• You want to reduce the amount of paper you use in your office.

 What is Call Whisper?

Call Whisper allows you to hear a short bespoke audio announcement when you pick up an inbound call. This allows the operator to know which telephone number the caller has dialled in on.

For example, you may have marketing campaigns in two cities and have allocated different phone numbers to each campaign. In this instance the operator could answer the call with a personalised greeting according to where the call originated.

Call Whisper is ideal if you have multiple phone numbers targeted to one destination and would find it useful to know which number has been dialled when the call is connected. Call Whisper is particularly useful if your number is targeted to a mobile phone, as you will know if its a business or personal call and you can adjust your answering phrase accordingly.

 What is Dialled Number Presentation?

Dialled Number Presentation enables the network to present the phone number that your caller has dialled. This shows on your caller display instead of the callers own number. For example, if your caller dialled your 0800 number, then your 0800 number would be displayed on your own handset when you receive an incoming call (your handset requires a caller display facility for this product to work).

Dialled Number Presentation is ideal if you have multiple phone numbers targeted to one destination. This would enable you to know which number has been dialled before you answer the call.

 What is Mid Call Transfer?

Mid Call Transfer allows you the flexibility to forward an inbound call to other destinations, reconnect to the call if required, or create a 3-way conference call.

This service is ideal if you want the flexibility and features of an operator system without the costly infrastructure.

 What is Disaster Recovery?

Disaster Recovery enables you to set an alternative call routing plan or destination which can easily be activated in the event of an emergency. For example, if snow prevents your workforce from getting to work you can easily divert all calls to an alternative location.

The Disaster Recovery is ideal if you want to plan ahead for those unexpected problems which could otherwise severely impact upon your customer service and sales calls.