Telephone System Features

DMC telephone systems are easy to configure and have many great features

Standard Features

  • Voicemail. A professional voicemail service for when you’re out of the office or busy on another call. Voicemail messages are retrieved from your telephone handset or delivered to your email inbox.
  • Call recording. Calls are recorded for compliance, training or monitoring purposes. Recorded calls are encrypted and downloaded from the system (in wav or mp3 format) or played back to agent’s telephone handsets.
  • Click-2-Dial. Automate outbound dialling by clicking on a contact’s phone number to call them. Click-2-Dial features can be provided from your existing business applications (e.g. CRM / ERP system) using our API.
  • Conference Calls. Agents can instantly join two or more other parties into an ad-hoc conference from their handset.
  • Transfer. Transfer calls to other users or to external telephone numbers. Attended or unattended transfer modes are supported.
  • Divert. Divert calls to an alternative user, ring group or external telephone number when you are away from your desk. System administrators may change divert settings from the control panel.
  • DND (Do Not Disturb).
    Restrict inbound calls to your telephone extension when you are busy. Calls may be diverted to a specific colleague, another member of your team or sent to voicemail.
  • Missed call notifications. If you miss a call and the caller does not leave a voicemail message, the system may send you a notification by email or direct to your web client.
  • Hot desking and Extension mobility. Agents may login to any telephone handset and place and receive calls from their extension.
  • Caller ID. See the callers telephone number on screen before you answer. Additional information about the caller may be imported from the contacts database or from an external data source.
  • Call Parking. Place a call on hold in a virtual parking lot and retrieve it from an alternative telephone extension by dialling it’s parking lot position.
  • Call Pickup. Pickup a call on another ringing phone in your department or on your floor without leaving your desk.
  • Call Switch. Transfer a call to another device as you move around. For example, if you take a call on your desk phone, you may switch it to your mobile device as you leave the office.
  • Call Barring. Restrict outbound calls to certain destinations (e.g. premium rate or international numbers). Different call restrictions may be applied to one or more groups of users.
  • Music on Hold. Callers will hear music while they wait on hold. Hold music may be customised to your brand or individual departments.
  • Information on Hold. Company information may be broadcast to the caller as they wait on hold. For example, inform callers of seasonal promotions, new products and services or alternative ways to get in touch.
  • Speed Dial. Assign short codes to external telephone numbers. This feature is also useful to hide the destination number (e.g. director’s mobile number) from agents.
  • Contact Management. Manage personal and shared contact records in a central database. The system will look up details as calls are received and send caller information to your phone or computer screen.
  • Call Screening. Incoming calls may be rejected based on number dialled or callers number. Rejected calls may be sent straight to voicemail, routed via a voice menu or instantly disconnected.
  • Voice Conferencing. Full multi-party voice conference call capabilities including administration features and PIN protection.
  • Video Calls. Establish point to point video calls with your colleagues from a web browser.
  • Extension Pairing. Users may pair extensions (e.g. desk phone and mobile soft phone) so they can transfer calls to their mobile phone when they leave the office or don’t miss any important calls whilst on their way to a meeting.

Call Management Features

  • Interactive Voice Menu. Build multi-tiered voice menus to automatically answer calls, filter calls and route callers to the relevant team within your organisation.
  • Call Queues. Hold incoming callers in line and automatically distribute them to the next available agent.
  • Call Prioritisation. Incoming calls to certain numbers or from certain numbers may be given a higher priority in the call queues so that calls from very important contacts are answered as quickly as possible.
  • Ring Groups / Hunt Groups. Incoming calls may be routed or transferred to groups of agents. Different ring strategies may be employed (e.g. ring all, round robin, linear) to ensure that calls are distributed evenly and fairly.
  • Time Based Routing. Inbound calls may be routed based on time of day. Routing profiles for day, night and holidays are stored on the system and activated automatically. Local public holidays may be imported into the system automatically
  • Disaster Recovery Mode. Quickly invoke “Emergency Mode” by dialling a code from any handset to shut down your phone system or re-direct your calls in the case of evacuation. Waiting callers will be diverted to another office or a third party telephone system.
  • Reception console. Manage a busy reception desk from the web client. Answer calls, hold calls, transfer calls and send messages to colleagues without touching your phone.
  • Busy Lamps. Check the status of colleagues (available, on call) from your telephone handset using the busy lamps.
  • Integrated Presence. See the status of your colleagues (talking, idle, meeting, end of shift) on a wallboard or from the web client.
  • Screen Pops. Display call information on your computer screen as a call is received or placed. Enter notes about a call and set the call outcome codes from an intuitive interface.

Contact Centre Features

  • Skills based routing. Distribute incoming calls to agents depending upon their skill set (e.g. language skills or technical ability). Calls may be sent to agents with a higher competency first.
  • Wrap up time may be added to each call. This may be set at the queue level or the agent level. Agents may override wrap up time so they can get to the next caller more quickly.
  • Live call monitoring (spy / whisper / barge). Team leaders or quality controllers may silently listen in to live calls. Whisper mode allows trainers to coach and prompt new agents. A supervisor may barge into the call to assist with a tricky interaction.
  • Real time reports. Key contact centre reports and statistics are collated in real time providing an up to the minute snap shot of current performance.
  • Agent Status / AUX Codes. Track when agents are unavailable to take calls (e.g. break, meeting, training) with Agent Status codes. This module helps manage service levels and optimise staffing.
  • Call Outcome Codes. Define the outcome of inbound and outbound calls. Provide reports based on numbers of calls received per outcome and handling times.
  • Wallboards. Display realtime call and agent productivity information on a central screen or monitor.
  • Call Back. Allow callers to break out of a queue and request a callback at a quiet time to save them hanging on the phone. Automate call backs by maintaining the callers hold position after they have hung up the phone.
  • Customer Surveys. Caller’s can opt-in to customer satisfaction surveys at the start of the call. Agents are notified that a caller has opted in so that they can remind them to stay on the line. Callers are automatically transferred to the survey when the agent hangs up the line.
  • Broadcast Messages. Team leaders and system administrators may send broadcast messages to their collegues. Broadcast messages are displayed on the agents web client and may contain rich text and links to external resources. Broadcast messages can expire after a certain amount of time or require the user to acknowledge and dismiss the message.

Reporting Features

  • Call Detail Records. A comprehensive report of every call placed or received on your system. The report may be filtered by date, agent, direction, status, category and caller id. Drill down on each call record to find the route the call took before it was answered (voice menu options selected, transfers, etc).
  • Incoming Call Reports. Provides a detailed overview of every incoming call received and the outcome of each call (answered, voice mail, no voicemail, conference). The report is broken down into half hourly summaries so you can calculate busy times. This report may be used to generate out of hours call reports.
  • Queue Reports. A detailed, realtime and historic analysis of your call centre queues. Provides and overview of key performance indicators over a selected time period (calls offered, answered, abandoned, average wait time, max wait time, etc). This report may be broken down into half hourly summaries.
  • Agent Reports. A detailed realtime and historic analysis of agent performance. Records first login, total calls, time on calls, outbound, inbound, current status.
  • Call Outcome Reports. Provides a breakdown of calls by call outcome. Shows number of calls per category, duration and wait time.
  • Agent Status Reports. Provides an overview of agent activity over time. Every status change is logged together with duration times to provide a detailed report of agent activity.
  • Abandoned Calls. Provides a report of true abandoned calls. These are incoming callers that did not receive a call back.
  • CSV Export. All reports may be exported to a CSV file.
  • Scheduling. All reports may be scheduled to be automatically e-mailed.

Management Features

  • Roles & Permissions. Access to every system module may be controlled by the system administrator. Different roles (administrator, manager, team leader, user) can be granted different permissions (read, update, create, delete) to individual modules on the system.
  • Workforce optimisation. The comprehensive management information and rich contact centre functionality facilitate effective workforce optimisation.
  • Integration Options. Third party applications may be integrated with the telephony platform using our JSON web services API.
  • Data export / import functions. All system data may be exported to a CSV file. User accounts and endpoint profiles may be imported from a CSV file.
  • High Scalability. The platform is designed to be extremely scalable. The SIP proxy servers can handle thousands of calls per second and additional media servers can be added to the system as demand grows.
  • Endpoint Provisioning. Telephone handsets (i.e. end points) may be provisioned and upgraded from our central provisioning server. Configuration changes may be easily pushed to groups of endpoints or all endpoints quickly and easily.
  • Multi-site deployment. A single installation can support many sites connecting from different geographic locations.

 Reseller Features

  • Multi-tenancy. Resellers are able to create accounts for their customers and subscribers. Customers may be granted full administrative access to their own accounts.
  • White Label. We can re-skin and re-brand the Web Client for resellers and for individual customers.
  • Billing System. Resellers may configure bespoke tariffs for their clients. Customers may be billed directly by DMC (co-branded reseller) or direct by the Reseller (white label). Customer may be granted access to the billing portal to download invoices and check call detail records.

Not sure where to start? Contact us for advice

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