Phone System Features

While some requirements are bound to be unique to your business, many aspects of phone system functionality are common to all businesses.

These requirements are satisfied by basic phone system functionality, the features that now have virtually a commodity status with little if any variation between suppliers:

Incoming call management

  • Call forwarding
  • Call transfer
  • Call parking
  • Call holding
  • Camp on (where a call waits for an extension to become free)
  • Call waiting
  • Call pick-up
  • Call recording
  • Do not disturb
  • Caller ID
  • Call Screening

Outgoing call management

  • Direct inward dialling (DDI)
  • Speed dialling
  • Automatic Route Selection

Other features

  • Monitoring features (including Caller ID)
  • Reporting features (such as Call Accounting)
  • Voice mail box (and voice mail)
  • User directories
  • Basic conferencing facilities
  • Password-protected security
  • Music ON-Hold
  • Connection to door Phones
  • Connect to Intercom/tannoy paging systems

Advanced phone system functionality consists of the business-specific features that different organisations may or may not require:

Advanced call management

  • Call queuing
  • Hunt groups
  • Call Divert (transfer from a landline to a mobile phone without interruption)
  • Night Service answering
  • Find me/follow me extension of Call Forwarding
  • Conferencing
  • Voicemail to Email
  • Remote retrieval of Voicemail

Automated call routing features

  • Automated call attendant
  • Contact Centre
  • Call Reporting Statistics

Application and hardware integration

Allows users to integrate devices (e.g. faxes and mobile phones) with applications such as Microsoft Outlook and customer relationship (CRM) management software.

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