Features

• Auto Attendants

  An auto-attendant is the primary element of any business phone system and lays the groundwork for many of the systems features. Used correctly, an auto-attendant presents a professional image and empowers callers to choose where their call is routed. Callers able to dial a known extension, dial-by-name from the directory, or choose from a menu of options to reach a specific department, person or access information from a recorded message.

  Call Routing
  The CallSource auto-attendant executes call routing more efficiently than a live operator and optionally can route calls to a ring group, call queue, find-me follow-me sequence, or to a remote extension (including mobile phones.) These advanced routing features help connect callers to the right staff member quickly and are available with every CallSource System. No additional charges and no usage limits.

  Time-Based Routing
  Auto-attendants can be programmed so callers hear a different greeting and options based on the time/day that they call. This feature is typically programmed based on hours of operation, but can have broader applications for some call plans.

• Call Queues

  CallSource vPBX utilizes a powerful Call Queuing System that provides an efficient way to handle calling peaks while project a professional image without losing valuable customer calls. A call queue works by accepting more calls into the system than there are extensions or available agents capable of answering. Calls waiting in queue are distributed to the next available agent assigned to the queue in the order they were received.

  Message options
  By default callers in queue will hear the standard on hold message production but a custom queue production can also be created.
  Another available option is playing a music selection from our library. A periodic announcement can also be set-up to play on a scheduled interval.

  Estimated Hold Time
  With this option enabled callers can be given an estimated wait time. It can be configured to play with each periodic announcement or played only with the first.

  Multiple Queues/Ring Groups
  The call Source system can be configured with multiple call queues/Ring groups. Agents can be assigned to more than one queue/group. Different queues/groups can even be weighted to tilt priority to one queue over another.  An optional recorded message can be played to the agent prior to receiving a call identifying the queue or group the call originated from .

• Ring Groups

  A ring group and a call queue are identical. The term ring group is used to describe how calls are distributed to agents when there are no callers waiting in queue. Several strategies are available to determine how calls are routed.

  • Ring All – Rings all available agents simultaneously.
  • Round Robin – Cycles through agents a fairly as possible.
  • Least Recent – Sends the call to the agent who hasn’t received a call for the longest period of time.
  • Fewest Calls – Sends the call to the agent who has received the fewest number of calls.
  • Random – Selects the next agent randomly.

  Calls not answered by the selected agent are automatically rerouted to the next agent in the group based on configurable parameters.

• Find-Me Follow-Me

  This is a ring sequence useful for ringing several devices in an attempt to reach someone prior to putting a call into voicemail.

  Example: Chad usually works out of the San Francisco branch office but also has a small office at the Los Angeles headquarters. Chad’s find-me follow-me sequence first rings his extension at the San Francisco office for 20 seconds. If he doesn’t answer it then rings his extension at the LA office for 20 seconds. If there is still no answer it will ring his mobile phone for 15 seconds before the caller is given the option to leave a message or press zero to be transferred to Chad’s assistant.

  There is no limit to the number of devices that can be included in a find-me follow-me sequence. However, devices outside of the CallSource network must have voicemail disabled or delayed longer than the ring-time programmed for said device in the sequence.

• Virtual Extensions

  Any 10-digit phone number can be programmed as a virtual extension. There is no limit to the number of virtual extensions that can be programmed in the system.

Not only is music on hold incorporated with CallSource vPBX, but every CallSource package includes a fully customized Message On Hold Production. Your production is expertly written to complement your current marketing objectives and studio recorded by the voice talent of your choice to project a professional image on every call. Learn more about custom hold messaging.

But we don’t put callers on hold

Even if your hold button is rarely used, nearly every customer who calls your business will end up on hold.