ippbx

Standard Features

Standard IP phones come equipped with essential features like call forwarding and voicemail, ensuring efficient communication within businesses while integrating seamlessly with office systems.

Incoming Call

Call Forwarding

Allow an incoming call to a called party, which would be otherwise unavailable, to be redirected to a mobile telephone or other telephone number where the desired called party is situated.

Call Pickup

Users in the same pickup group can pick up no-answering calls of other extensions without running to the ringing phones.

Call Routing

Call routing is beneficial when every call made on the system is routed. You can set specific rules for each extension – for custom availability and where calls should be directed.

Call Parking

Allow users to “park” a phone call with a parking extension number, placing it on hold to be answered on a softphone or any other phone in the office. The caller is put on hold while users switch phones.

Call Parking

Caller ID displays information about the caller on the screen of Caller ID-enabled phone. Caller ID data is transmitted between the first and second rings. When a call is answered immediately after the first ring, caller ID may not be available.

Dial by Name

The callers can dial the name of an extension to connect to the corresponding extension.

DND (Do Not Disturb)

Block all calls when activated. When DND is enable for an extension, the extension will not be available and all calls will go to the destination set before.

Follow Me

Allow users to route their incoming calls to multiple phones in a specified sequence, allowing each user to create a unique call flow and failover for their extension.

Ring Group

Set a group of extensions into a ring group. When the callers call the ring group, all available extensions will ring simultaneously or sequentially (up to different ringing strategies).

Call Waiting

This feature allows an extension user to receive another call while on the phone, so the user can answer important calls without missing it. And the first caller will be put on hold waiting till the user switching back.

DID (Direct Inward Dialing)

DID is the phone numbers associated with the extensions and it allows others to dial in. The callers can find their desired extensions directly by dialing DID numbers.

Queue

Allow inbound calls to a particular destination (e.g. Sales, Customer Service) to queue up while waiting for an available extension to take their calls. Better than being on hold, going to voicemail, or getting a busy tone. As soon as an extension of the queue is available, the “queued” calls will ring the phone.

Time Conditions

Easily control call routing with Time Conditions, directing calls based on specific time periods. Switch between settings using feature codes for streamlined management.

Outgoing Call

Speed Dial

A short number that allows fast dialing of frequently used numbers. You can place a call by pressing a reduced number of keys without having to look up his/her phone number.

Music on Hold

Music played to callers while they are putting on hold. You can upload any .wav or gsm file with music to IPPBX and set the on-hold music for your business.

Emergency Number

Emergency number feature is designed to allow the emergency call to go through a trunk at ANYTIME and trigger a notification.

DOD (Direct Outward Dialing)

DOD is the caller ID of associated extensions displayed when dialing out. You can bind one DOD number to one extension or one DOD number to multiple extensions. This feature can help callers to identify different extensions calling from one company to avoid unclearness.

Callback

Callback feature will hang up the callers and call them back to direct the callers to the selected destination. It could reduce the cost for users who work out of the office using their own mobile phones.

Attended Transfer

Transfer a call after notifying the desired party/extension, so the call is only routed to the third party if that third party answers the call. It is also called consult transfer.

Blind Transfer

Involve passing a call without notifying the desired party/extension. It is also known as unsupervised transfer or cold transfer. This can be done with your phone transfer key or  IPPBX feature code.

BLF Support

BLF is short for Busy Lamp Field. It is a light on the IP phone that indicates real-time status of other extensions or trunks that are connected to your PBX.

F&Q,s

What is inbound call and outbound call?

 An inbound call is initiated by the customer or prospect. An outbound call is initiated by a call center representative. Inbound vs Outbound call centers. Inbound call centers handle incoming calls to a business or organization.

What is an example of an inbound call?

An example of an inbound call is when a customer dials a company’s phone number to inquire about a product or service, and the call is received by a representative at the company’s call center.

What is outbound call example?

Outbound calling refers to the practice of proactively making calls from a business or organization to external contacts, such as customers, leads, or prospects. It is typically used for purposes such as sales, marketing, lead generation, customer follow-ups, surveys, and appointment reminders. Outbound calling allows businesses to initiate contact with individuals to promote products or services, gather feedback, conduct research, or provide information.

Which is better outbound or inbound?

It depends on the goals of the organization. Inbound calls attract potential customers seeking assistance, while outbound calls involve proactive outreach for sales or leads.

How many types of inbound calls are there?

Inbound calls can generally be categorized into two main types:

  • Sales or Service Calls: These are calls from customers or potential customers seeking information, assistance, or support regarding products or services offered by the company. These calls typically involve inquiries, orders, complaints, or requests for assistance.

  • Technical Support or Helpdesk Calls: These are calls specifically related to technical issues or problems that customers encounter with products or services. They often require troubleshooting, guidance, or resolution from technical support representatives or helpdesk

What is the inbound process?

The inbound process typically involves several steps:

  • Call Reception: Incoming calls are received by the organization through designated phone lines or channels.

  • Call Routing: The call is routed to the appropriate department, extension, or agent based on pre-defined criteria such as IVR (Interactive Voice Response) menus, caller input, or automatic routing rules.

  • Call Handling: A representative, agent, or automated system answers the call and addresses the customer’s needs, which may involve providing information, resolving issues, taking orders, or transferring the call to another department or agent if necessary.

  • Resolution or Escalation: The representative works to resolve the customer’s inquiry or issue efficiently. If the issue cannot be resolved immediately, it may be escalated to a higher level of support or management for further assistance.

  • Follow-up or Documentation: After the call, any necessary follow-up actions are taken, such as sending confirmation emails, updating customer records, or scheduling follow-up calls. Additionally, relevant information from the call may be documented for future reference or analysis.

IN SHORT

  1. Call reception
  2. Call routing
  3. Call handling
  4. Resolution or escalation
  5. Follow-up or documentation
How many types of outbound calls?

Outbound calls can be broadly categorized into several types based on their purpose and intent:

  1. Sales Calls: These calls are made with the primary goal of generating sales or closing deals. They involve pitching products or services to potential customers, overcoming objections, and ultimately securing purchases or commitments.

  2. Marketing Calls: Marketing calls are aimed at promoting products, services, or special offers to potential customers. They may involve informing recipients about new products, upcoming events, or discounts to stimulate interest and drive engagement.

  3. Lead Generation Calls: These calls focus on identifying and qualifying potential leads for future sales opportunities. They aim to gather information about prospects, assess their needs, and determine their level of interest in the company’s offerings.

  4. Customer Follow-up Calls: These calls involve contacting existing customers to gather feedback, address concerns, or provide post-purchase support. They help maintain relationships with customers, enhance satisfaction, and encourage repeat business.

  5. Survey or Research Calls: Organizations may conduct outbound calls to gather data for market research, customer satisfaction surveys, or product feedback. These calls provide valuable insights that can inform business decisions and improve products or services.

  6. Appointment Reminder Calls: Appointment reminder calls are made to confirm scheduled appointments, meetings, or service visits with customers. They help reduce no-shows and ensure smooth operations by reminding individuals of their commitments.

  7. Collections Calls: In cases where customers have outstanding payments or debts, collections calls may be made to remind them of their obligations and arrange for payment. These calls aim to recover overdue payments and minimize financial losses for the business.

These are some of the common types of outbound calls, each serving different purposes within sales, marketing, and customer relationship management efforts.