5 Most Used Features of VoIP.ms for Business11 December 2019
Effective communication is essential in our day-to-day lives, but especially in business. Ranging from fostering a fluid working relationship between workers to communicating and meeting the needs of clients, efficient communication definitely increases efficiency, and productivity positively. Here are some of the most frequently used VoIP features for businesses as well as some guidelines on how to configure them.
1. Audio Conferencing
The audio conferencing feature allows you to bridge several people at the same time with your DID number, it’s great for professionals and sales agents who frequently make multi-person calls. With this feature, the conference call organizer has a dashboard to help him control certain aspects of the call in real-time. As the organizer, you can launch an audio call meeting and record it to listen and/or download it later.
How to set up Audio Conferencing in your Customer Portal:
1- To get started, go into your Customer Portal >> DID Numbers >> Audio Conferencing
2- Then, click on the “Add conference” button to set up an entry. Then, fill out the “information” fields, next, click on “Participants and conference settings” tab to create a member profile and configure the settings according to your needs.
- Note that you can create more than one profile with different settings for each one.
3- After creating a member profile, click the “recording” tab, in this section, you can customize each recording prompt used in the conference. Beforehand, you must have uploaded a recording file, select the desired settings and click “save conference”.
4- Then, link a DID to your new conference bridge to use this feature. Navigate through the navigation bar and select DID Numbers >> Manage DID(s).
5- Finally, in the column "Actions" click on the button ‘edit’, for the DID you need to use with this conference, then, route it to a conference. Then save your changes by clicking on the button "Click here to apply changes".
Read more in our Wiki article here.
2. Digital Receptionist (IVR)
This feature provides the ability to greet your customers with your own greeting message inviting them to reach a specific department or person. It’s useful for every business size, for small and medium helps to be perceived more professional and gives them an extra hand to answer calls, for big businesses it’s great with high call volumes among other great advantages. An example of how-to set-up an IVR will be the usual: Press 1 for Sales, press 2 for Support, press 3 to talk to a Representative, etc. Interactive Voice Response (IVR), as it is called, can be set up by following some simple steps.
How to set up an IVR from your Customer Portal:
1- To get started, go into your Customer Portal >> DID Numbers >> Digital Receptionist (IVR)
2- Proceed by clicking on the “Create a new IVR” button.
3- In the window displayed, you will be required to provide some information, namely:
- - a name description for the IVR entry,
- - a recording of the message the callers will hear in a .WAV file, 16 bits mono, 8Khz and have it uploaded under DID Numbers >> Recordings before creating the IVR entry,
- - the time limit allocated to the caller to press the digits after the message,
- - a language for the system messages, and
- - a voicemail, whether your DID voicemail or the account voicemail.
- Note that if you have failovers on your DID, for "NO ANSWER" status, this will override the subaccount mailboxes, and the call will go to the Failover routing, instead of the Mailbox on the Ext. Subaccount.
4- After entering this information, you will have to determine what numbers the callers are supposed to press to reach the desired extensions (up to 12 digits) as well as the destination chosen amongst the options provided.
5- Once you have everything set up, click on ‘save IVR’, finally, route any of your DIDs to it from your main portal. Go to DID Numbers >> Manage DID(s) in the column "Actions" click on the button Edit DID, To modify your DID number, this will take you to the ‘Edit DID’ Settings page where you will select IVR under the Routing option. Then click on ‘’Click here to apply changes’’.
You will be able to edit, duplicate, or delete your IVR subsequently.
Read more about the configuration of an IVR here.
3. Calling Queue
This feature enables you to have several callers waiting on the line until an agent is available to answer their call. This allows businesses that have a big volume of inbound calls to be managed in an organized way. By using this feature effectively, you can further enhance your customer’s experience and increase overall efficiency in your business.
How to set up Calling Queue from your Customer Portal:
1- Go into your Customer Portal >> DID Numbers >> Calling Queues click on the “Create New Call Queue” button, then, provide some required queue information in the fields provided.
- - The number of the Queue for dynamic agents to log into the proper queue, e.g. select queue 1 for the sales department, etc.
- - Enter the name of your calling queue, e.g. Sales Team,
- - Select the language of the system announcements,
- - Preset an optional password for the dynamic agents with the 4-digit password gains access to log into the queue,
- - Optionally prefix the Caller ID,
- - Set a recording for your queue, e.g. Having an announcement for the company sales department so while the customers wait, they hear a recording of all the products and discounts.
2- Then, from the drop-down menus, select the options for your queue:
- - You can select from waiting time,
- - Agent announcement,
- - Report hold time to agent,
- - Ring strategy,
- - Music on hold,
- - Maximum wait time,
- - Announcements and failovers amongst many other options to configure,
3- Once you made your selection, click on ‘save queue’ then, you can assign it to as many DID numbers as you want without needing to create it again.
4- Go to your Customer Portal >> DID Numbers >> Manage DID(s) and from there you can route the DID numbers to go directly to the Queue, preferably, you would have an IVR with a digit option to reach a calling queue. For example, pressing 1 into your IVR would reach your sales team, which would then have a calling queue. You can also have the calling queue integrated into a time condition or a failover option of your DIDs.
Read more about the configuration of a calling queue here.
4. Call Hunting
This feature allows you to have incoming calls ring on different destinations designated as "Call Hunting Members" one after another, for a specific amount of time until one of those Members takes the call. A Call Hunting entry can have up to 8 Members and various types of Members can be added to a Call Hunting entry, such as Main Account, Sub Accounts, SIP URIs, Call Forwarding and Ring Groups.
How to set up the Call Hunting feature from your Customer Portal:
1- First, from your main portal refer to DID Numbers >> Call Hunting. Click on the link ‘Add Call Hunting’ this will lead you to a different screen.
2- Then, provide various information such as:
- - A description of your entry,
- - A piece of music to be played while the caller holds the line,
- - Default system language,
- - The ring order to follow, and
- - Selection of up to 8 members.
3- Finally, route any of your DIDs to it from your main portal. Go to DID Numbers >> Manage DID(s) in the column "Actions" click on the button Edit DID, this will take you to the ‘Edit DID’ Settings page where you will select ‘Call Hunting’ under the Routing option. Then click on ‘’Click here to apply changes’’.
Read more about the configuration in our Wiki here.
5. Call Forwarding
A Call Forwarding allows an incoming call to be redirected to a mobile telephone or any other telephone number where the desired called party is able to answer. You can set any number, even international numbers.
Note that call forwarding will incur both an inbound and outgoing charge.
How to set up the Call Forwarding feature from your Customer Portal:
1- From your Customer Portal, create a Call Forwarding entry Customer Portal >>> DID Numbers >> Call Forwarding >> Add Forwarding.
2- Next, input your preferred local phone number, including the prefixes 00 or 011 in case of international numbers. In the case of the latter, do not forget to activate the International Calls option in your account.
- - A CallerID Override so the caller recognizes where the call comes from,
- - A description to help you identify a particular Call Forwarding entry,
- - A DTMF Digits to enter the digits that would be dialed once the call is connected to your call forward number, and
- - A pause of the number of seconds the system would wait before it sends the DTMF digits you set with the option above.
3- Then, to assign your Call Forwarding entry to your DID number you wish to have calls forwarded to another number, go to Customer Portal >> DID Numbers >> Manage DID(s).
4- Next, choose the DID number(s) you wish to forward and select the Edit option. This will take you to the Edit DID Settings page where you will select Call Forwarding under the Routing option.
5- Finally, select your number from the drop-down menu and click on the button "Click here to apply changes".
Read more about the configuration in our Wiki here.
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