SBVoice Advanced IP-PBX: Feature List

Auto-Attendant (IVR)

Auto-Attendant lets callers "Press 1 for Support" or "Press 2 for Sales." The Auto-Attendant feature is easy to use and powerful. With simple clicks of the mouse you can manage call flow, build scheduled responses, forward calls off-site, and more.

FindMe®

Allow callers to find you wherever you are: on your cell phone, at home, or at a branch office based on rules you create. Make FindMe work for you with various features such as: a scheduler, simultaneous ringing, and privileged lists. Our new FindMe feature is even smart enough to sense when you have walked away from your desk and thereby ring you on your cell phone. Not only can this be used for individual extensions, it’s also a way to create small rings groups. This can be used, for example, to have a secretary’s phone ring at the same time as the boss’ phone.

Boomerang® Mobile Integration

Used in conjunction with FindMe, Boomerang Mobile Integration allows you to send a call that has been forwarded to your cell phone right back to any extension on your SBVoice. Simply press a few keys on your mobile phone and… presto… that call is redirected to your assistant or back to your own desk. You can even record calls on your mobile using Boomerang!

Telecommuters

Telecommuting is the way of the future — proven to increase employee satisfaction and effectiveness. With an IP phone (or softphone), employees can keep their extension number as they travel outside the office or between offices. No configuration changes required.

You'll never again have to leave the message, "I am out of the office today." From your home, a hotel, or even your cell phone you'll be able to answer your extension as if you were still glued to your cubicle!

Voicemail

SBVoice offers four easy ways to retrieve messages:

• Press a single button on your office phone.
• Dial in remotely from any outside phone.
• Receive attached .wav files in your email.
• Listen via your Web control panel.

Voicemail-to-Email

Receive your voicemails as emails! SBVoice comes pre-configured to send each employee an email whenever they get a voicemail. You can even have the audio attched to your email so that you can listen to the voicemail right from your Inbox.

Outlook Integration

Inbound Calling: When your phone rings, the Caller ID will be analyzed against your Outlook contacts. If a match is found you will see the person's name pop-up!
Call from your inbox: Right-click on a contact or email message to call. Your phone rings and you're connected!

Branch Office Support

Deploy a low-cost SBVoice server in each office. Then, with a few clicks in your control panel, link your servers to take advantage of the following features:

• Free office-to-office calling via VoIP.
• Call forwarding to any extension in your linked SBVoice server network
• Converged Name Directories (spell-by-name)
• Converged Internal Employee Directories
• Shared agents and queues (Call Center Edition only)

Call Screening

Call screening allows you to talk to who you want, when you want. When you enable FindMe on your extension, optionally use call screening to screen the calls that are forwarded to your mobile, home, or other phone numbers. Before the call is forwarded, the voice prompt will ask the caller to record their name, and that recording will be played to you before you accept the incoming call. SBVoice takes call screening to the next level!

Hot Desk

Have more employees than desks and phones? No problem! Use SBVoice's "hot desk" feature. With a couple of clicks of the mouse, extensions and voicemails will follow your employees from desk to desk!

Music on Hold

Music-on-Hold (MOH) is as simple as uploading MP3 files using the web-based administration panel. SBVoice Standard Edition comes with 2 playlists, giving you the ability to play different audio tracks for calls coming into different departments or queues. Use MOH creatively to highlight promotions to new customers, up sell current customers, or assuage angry customers calling your support team.

Scheduler

Want to play different messages to callers at different times of the day? Want an entirely different Call Menu on weekends, with different options for your callers to choose from? Use SBVoice's intuitive Scheduler to create and apply schedules that will make your phone system work for you - even when you have gone home for the day!

Night Mode

Have a small office that opens when your first employee arrives and closes when your last employee leaves? Night mode is a feature for companies that want to “turn on” their phone system in the morning with a few key presses and put it to night mode and the end of the day with a few key presses or setup a speed dial button on your phones for one-touch switching of mode.

Ring-all (Blast Group)

A Blast Group takes one inbound call and rings all phones; the first to pick up gets the call. This feature, on other phone systems, is sometimes called "Simultaneous Ring".

Call Forwarding

Users can employ their personal Web Control Panel to enable call forwarding to either an internal extension or to an external number.

Name Directory

SBVoice comes pre-configured with a professional "spell-by-name" directory. Callers are simply prompted to "spell the first three letters of the party's first or last name." They are then automatically connected to the requested extension.

Don't want to be in the Name Directory? No problem. The SBVoice administrator can easily exclude certain extensions from the Name Directory.

Linked Servers (e.g. branch offices) now have linked Name Directories too!

DIDs

Have more employees than phone numbers? With one click of the mouse, you can assign an inbound phone number to an employee.

Web Control Panel

Our award-winning Web interface comes in two flavors:

• An admin panel for administrators -- manage all aspects of SBVoice remotely.

• A user panel for employees -- allowing them to manage their personal configurations (such as listen to voicemail, click to call people back, enable call forwarding, etc.) from anywhere in the world.

Powerful Reporting

From the SBVoice Web Admin Panel, you can analyze real-time call logs for all extensions using powerful search and filter parameters. SBVoice also provides real-time billing (available for those who use our VoIP network) so that, at any time, customers can see a snapshot of how much they are spending company-wide on telephone calls.

From the SBVoice Web User Panel, individual users can look at their call logs — and return calls with the click of a mouse!

Conference Bridges

Conference bridges were once thought to be unaffordable for many companies, but SBVoice comes pre-configured with conference bridges for free! A SBVoice conference bridge supports an unlimited number of internal participants and as many external participants as you have phone lines.

Using HUD you can even, at a glance, see who in your company is speaking on a conference bridge!

Extension Groups

Your organization may not be flat - meaning that some employees have communication responsibilities that others do not. SBVoice includes a powerful "groups" feature that allows you to build extension groups and assign permissions to those groups.

Examples of SBVoice permissions are:

• Zone Paging/Intercom
• ACD - Record other's queue calls
• ACD - View queue reports
• ACD - Agent login / logout
• Call Forwarding
• Check Voicemail
• Dozens more!

SBVoice includes "group permissions" with HUD Pro, enabling over a dozen additional HUD-specific "permissions", such as:

• Barge
• Call Privacy (who's talking to who)
• Block call "stealing"
• Record my calls
• Many more

Routing by DIDs

Your business may have several numbers for different departments. With SBVoice's ability to route by DIDs, you can direct calls to a different call menu based on the inbound number.

Paging / Zone Paging

Want to page everyone in the whole company or just a certain set of employees? Simply build a "group", assign that group an extension number and begin paging them.

Intercom / Zone Intercom

Many telephony products offer an intercom feature, but do you know of any that offer Zone Intercom? SBVoice does! With SBVoice you can dial a zone to setup an ad-hoc conference with everyone in that zone!
Note: Cisco phones cannot receive pages.

Voicemail Groups

Want to send a voice message to multiple people? Use the Voicemail Group feature to easily build groups (such as your sales team). Then dial the number of your group, just as you would normally dial an extension, and leave a message. Seconds later, everyone in the group gets your new message!

Advanced Call Forwarding

With a few clicks of your mouse you can forward an extension to another extension, a cell phone, or even to another part of your Auto-Attendant. This let's you build very creative IVR trees to meet the needs of your business.

Call Return

When listening to their voicemail, your employees will be able to press a key to call the person back. You can enable or disable this feature on a per-employee basis.

Call Out

When accessing SBVoice's voicemail system, your employees will be able to make an outgoing call. This can be a great toll-saver, allowing "billable" calls to be kept within your domain. You can enable or disable this feature on a per-employee basis.

Report Exporting (.csv)

Extend SBVoice's powerful reporting engine by creating .csv files that you can import into applications such as Excel and Access.

Custom Caller IDs

SBVoice lets you customize the inbound Caller ID name/number for each department and it lets you change your outbound Caller ID on a per-extension basis, allowing you to block, reveal, or change the Caller ID of every extension in your office! Note: SBVoice cannot change your outbound Caller ID if you are using POTS lines. For 911 reasons, POTS outbound Caller IDs are always controlled by your carrier.

IVR Authentication

With a click of the mouse, you can password-protect any part of your Auto-attendant. Use this feature to protect your Conference Bridge or your priority queues.

SMS/Pager Voicemail Notify

This feature gives you the ability to enter an SMS or Pager email address in order to receive voicemail notifications on that device. These notifications are short and do not include the actual audio attachments. This feature can be used in conjunction with the Voicemail-to-Email feature. Thus you can receive email alerts (including optional audio attachments) at one email address and simultaneously receive SMS/pager notifications at another address.

Call Queues

Each queue comes with a variety of options:

• Personalized audio announcements give your queue a professional sound.
• "Hold Time" announcement frequency customization allows you to tailor your callers' on-hold experiences.
• User/Agent priorities allow for more effective call routing.
• Hold time limits ensure that callers do not remain in your queue for extended periods.
• Caller limits keep queue call volumes within manageable levels.
• The ability to set the length of time after fielding a call before the same agent is called again improves agent productivity.
• Much much more!

Full Featured A.C.D.

A.C.D. (Automatic Call Distribution) allows you to route incoming calls to your users/agents in many different ways to facilitate your unique business needs:

• Ring all - 1st to pickup gets the call.
• Ring one person at a time in order.
• Ring in order, with memory.
• Ring who was least recently called.
• Ring who has the fewest calls.
• Ring a random person.

Skills-based Routing

Assign each agent a priority and your queue will distribute calls to them accordingly. This means you can pass more leads to your star-closer, or pass fewer leads to your underperformers. SBVoice offers an additional layer of prioritization based on agent order. This means similarly skilled agents can receive calls in an ordered, round-robin fashion.

Graphical Queue Reports

View graphical reports on every detail of your queues such as: abandoned calls, completed calls, hold time, average call length, agent productivity, and much more. Also view graphs of call volume and call completion by day, weekday, or even hourly averages. These averaged reports are great tools that allow you to better predict optimal call center staffing levels!

Barge Report

With the ability to barge calls using HUD Agent, your call center manager can now run reports on these barged calls from the CDR Reports page.

Agent Call Recording

Record your agents' calls -- automatically. Schedule up to 50 calls per agent. Call recordings capture agent name, agent extension, date, time, Caller ID, DNIS and file size. Using the Web-based interface, you can then listen to calls through your computer speakers or download them to your local drive.

Agent Variable Log-off

Want your agents to be automatically logged out of their queues upon missed calls? Well, you can now decide, on a per-agent basis, how many calls that agent can miss before he or she is logged out.

Agents on Cell Phones

Remote agents on cell phones or analog home phones can now seamlessly participate in your queues. This means that callers will never know if the answering agent is on an IP phone in your office or on a mobile phone in another part of the world!

Agents Shared across Sites

Have a Call Center that spans multiple offices? With SBVoice's Linked Server Software, you can have agents across several branch offices participate in the same queue.

Real-time Queue Stats

Want to know how many callers are in your queues? Need to know which agents are logged in? Need to know which of your agents is already on a call? The SBVoice Web-based control panel answers all of these questions, helping you to manage your queues with real time stats.

HUD Feature Descriptions

Operator Panel (w/ BLF)

HUD^® gives your organization a full-featured operator panel, including unlimited on-hold and parking areas for every employee and easy tools for managing and transferring calls.

Call Parking Area

HUD provides all employees with the ability to: view which calls are currently parked; tag parked calls with reminder notes; and drag calls between their extension, their on-hold area, and the parking area.

Drag & Drop Call Control

Quickly and easily drag and drop calls; between extensions, on-hold, a mobile phone, the call parking area, or a voicemail box all without having to touch your desktop phone! HUD also allows you to select a number in any file or application and call instantly!

Color-Coded Call Status

HUD color-codes all calls allowing you to observe the presence of your employees in real-time:

• Green - Inbound/outbound call
• Orange - Queue call
• Purple - Intraoffice call
• Blue - Ringing call
• Maroon - Conference Bridge
• Grey - Unregistered

Transfer to Voicemail

With a simple click of the mouse, transfer an incoming call to your voicemail, or drag the call to someone else's voicemail.

Extension Sorting - name, number, status

Need to know quickly which employees are on the phone? HUD sorts your extensions in "continuous" mode, so you can always have your active callers at the top of the list. It's perfect for managers who need visibility into employee activity levels.

Enterprise Instant Messaging

Employees can send instant messages over your own private chat network. This feature will be particularly appreciated by companies that have turned off external chat facilities for productivity reasons and by call centers that want to text-whisper to agents who are on the phone.

Instant Messaging Chat History

What did she say again? With HUD's IM chat history, employees will always have a record of their interoffice communications.

Outlook Integration

Right-click on a contact or on an email message to call the associated phone number. Your phone rings and you're connected! What could be easier? Not only that, but HUD matches inbound Caller IDs with your personal or company address book and alerts you via a desktop alert!

Presence Management

With the ability to see other employees on your SBVoice system and view their color-coded call state, you'll spend less time tracking people down and leaving voicemail messages.

Click-to-Call Mobile Phones

Click the mobile phone icon to instantly call any employee on their cellular phone. The phone number to be dialed is pulled from your company directory.

Click-to-Email

Simply click the email icon to send an email to any employee in your company. The address will be pulled from your SBVoice company directory.

Desktop Alerts

When your extension rings, an optional desktop alert displays, informing you of the call and its Caller ID. These alerts also show the names of people calling your extension for Caller IDs stored in your Outlook contact database. You can also display this alert when making outbound calls.

Interactive Desktop Alerts

Interactive desktop alerts, like basic desktop alerts, provide information relating to inbound or outbound calls. Unlike basic alerts, interactive alerts allow you to disconnect calls, call mobile phones, initiate call recording, query Web-based applications with the Web Launcher, initiate chats, send e-mails, and manage Outlook contacts directly from the desktop alert.

On-the-Fly Recording

HUD provides your employees with the ability to record their own calls with the press of a button. With SBVoice, supervisors can also copy agents' recordings, capturing the agent name, agent extension, date, time and file size in the process.

Group & User Permissions

With group and user permissions, administrators can decide who has access to HUD features and who does not.

Extension Grouping

Optimize efficiency by organizing your display into departmental groupings that mimic the way you operate. Simply build a group and start dragging extensions into it.

Extension Search

HUD's Extension Search facility allows employees to search for and find co-workers quickly so they can view their colleague's status and initiate communications.

Extension Search - QuickMenu

After using Extension Search, an optional QuickMenu can appear to allow users to employ number keys, arrow keys, or their mouse to call or chat. When used in conjunction with Shortcuts, this feature makes HUD use fast! Very fast!

Shortcuts (Hotkeys)

HUD supports shortcuts that allow employees to search, chat, and call other employees quickly and easily. Now, finding fellow employees is as easy as Ctrl+Shift+F.

Queue Status

Managers can see which agents are logged into and out of their queues.

Agent Login/Logout

Agents can view their own login/logout status and log themselves into and out of their queues. Managers can also log agents in and out with a click of the mouse.

Call Barging (active)

HUD provides supervisors with the ability to actively listen to any inbound or outbound call. It also comes with an extensive permission system, so you can grant a specific group the ability to barge another specific group.

Call Monitoring (passive)

HUD provides supervisors with the ability to passively monitor any inbound or outbound call. It also comes with an extensive permission system, so you can grant a specific group the ability to barge or monitor another specific group.

Web Access to Recordings

A powerful web-based control panel gives every employee easy access to their call recodings made with HUD.

Advanced CRM Integration

HUD can optionally launch a Web browser and direct it to a custom URL when your extension rings, which is perfect for looking up inbound callers in your favorite Web-based CRM package or even just Googling callers for fun!