Futures that every Office Telephone should Have

  Selecting an office phone system and features is a big decision and one you’ll most likely have to live with for the next decade. Phone system hardware, features, and the type of service you select can all have an impact on the implementation and maintenance costs of a voice-over-IP (VoIP) office phone system.

Major futures to look for

Some features which are typically standard capabilities with a small business office phone system include: 

  • Automated Attendant
  • Automatic Call Distribution (ACD)
  • Voicemail
  • Conference calling
  • Contact Center Capability
  • Multiple line support
  • On-hold music
  • Announcements

Types of Office Phone Systems

There are several phone systems you can pick for your office, including: Legacy Public Switched Telephone Network (PSTN). This term describes the traditional phone system, used since the late 1800s. The PSTN uses underground copper wires to connect phone calls. They’re also known as landlines. Private Branch Exchange (PBX): Some telecom providers have PBX systems.

These allow businesses to switch between various landlines. It’s typically cheaper than a PSTN because you don’t need individual lines for each employee. Voice over Internet Protocol (VoIP): A VoIP phone system doesn’t use wires to connect calls. Instead, calls are made by transmitting data through an internet connection. This creates a virtual phone line.

Office Phone System Features

  1. Announcements (Greetings) Chances are that people who call your contact center won’t be put directly through to someone on your team. They’ll be placed in a call queue.   A feature you’ll need to look out for is announcements. These are a few sentences that greet your customers and tell them they’re in the queue. They don’t need to listen to the annoying ringing sound as they wait.

2. Auto Attendant

You don’t have a human receptionist to answer incoming calls. How can you make sure you’re diverting customers to the right department? The answer: With an auto attendant.

3. Busy Lamp Status

You don’t want to pass a customer through to your coworker if they’re unable to take their call. The busy lamp status is a phone system feature that allows you to notify coworkers if you’re on the phone. A green light means they aren’t busy, and you can pass their call through. A red light acts as a “do not disturb” sign.

4. Call Forwarding

Are you in the process of moving offices? Working remotely? Using your personal phone for business at the weekend?   With VoIP call forwarding, you can automatically divert people calling your old number to your new device. Your caller won’t even know their call is being diverted. (It’s that fast.)

5. Call Parking

Don’t fancy putting your customers on hold? With this feature, you can park their call.   You’ll put their call into a number-based virtual parking bay. Then, your co-workers (or yourself) can head back to the parking spot to continue the call. Callers who’ve been parked will hear hold music while they wait.

6. Call Logs

Calls made using VoIP pass through a phone service software, which records key details about the call. That includes the:

7. Date and time

9. Duration

10. Caller ID

11. Status (accepted or sent to voicemail)

12. Call Queues

Do you have an overstretched customer service team? You might have more calls than you can handle. A call queue is your best friend here.  

That’s because incoming callers don’t hear constant ringing noises while waiting. Instead, they’ll be placed in a call queue. An automated message will tell them how many people are ahead, and an estimated waiting time.

13. Call Recording

A handful of VoIP phone systems can record calls. The audio is saved in cloud storage and allows you to refer back to the conversation at a later date.   Cloud call recording is ideal for training purposes. You can find instances of unhappy customers, and play the recording to show recruits how to handle the situation. No fictitious stories are necessary.

14. Conference Calls

Business calls aren’t always a two-way street. You might need to include other staff in your call. In this case, a phone system that allows conference calls is crucial.   The conference call feature allows other team members to join your conversation—even if they’re not in the same office. They can be on the other side of the globe. So long as they’ve got the dial-in number, they can join.

15. Desk Phones

Do you need a phone on your desk? The majority of VoIP providers offer this hardware as part of the setup package. The desk phone allows you to make, answer, and divert calls from your desk.   But unlike traditional desk phones, VoIP-enabled devices don’t need to be hardwired into a cellular connection. Calls are made using the internet. So, you can install a desk phone in your office without needing old-fashioned copper wires.