| Calling Features
Class-5 Features
Caller ID, call forwarding, call hold, call transfer, call waiting, 7-digit dialing for local numbers, 3-way calling, redial, do not disturb, and speed dial.
Mobility
With Find Me, users can route calls to their mobile phones and still have the ability to transfer, record, or send to voicemail. There is no difference in functionality whether a user is at their desk or on their mobile phone.
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Personal Locator
Define how incoming calls are routed or forwarded for individuals or groups, ensuring important calls are not missed.
Extension Dialing
Using extensions, users can call co-workers within their company regardless of location. Extension dialing rolls to Find Me list.
Call Privacy
Choose to reveal or block your number when you make a call.
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Call Screening
More intelligent than Caller ID - know who is calling before you answer the phone. Choose to accept the call, send to voicemail, transfer to another extension or phone number.
Announce Caller
As calls come in to departments, have an announcement identify who is on the call and for which department. Very useful if you belong to multiple department queues or would like to distinguish between personal and department calls.
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Call Flip
Flip a call from your desk phone to your mobile phone or vice-versa on the fly.
Internal & External Transfer
In addition to transferring to an extension or dial-by-name, you can transfer to any outside phone number.
Simultaneous Ring
Also known as Call Blast, have incoming calls ring multiple phone numbers or extensions at the same time.
Sequential Ring
Have multiple phone numbers ring in a specified sequence when receiving incoming calls.
Shared Call Appearance
Set incoming calls to ring two lines simultaneously.
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Enhanced Caller ID
Choose whether to show a unified outbound Caller ID name and number or define a custom Caller ID on a user level.
Toll-Free Numbers
Add toll-free numbers to make it even easier for customers to contact you. Toll-free numbers can be configured to forward to your auto-attendant.
Direct Dial Numbers
Map a dedicated number to any user or department.
Call Recording (add-on)
Records calls on the fly with the push of a button.
Enhanced 911 Service (e911)
Quick-dials local emergency operator for assistance.
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Web-Enhanced Controls
Web-based Portal
A web-based tool that allows employees to facilitate a variety of phone functions via the web – click-to-dial, answer call, hold & transfer, conference, call recording, and much more.
Message Logs
Displays real time records of incoming, missed, and outgoing calls to individuals, departments, or the entire company.
Address Book (People)
Online directory and address book to manage your contacts. Click on a name to make a call, access contact & call history, message logs and more.
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Microsoft Outlook® Integration
The Outlook® integration plug-in allows you to call anyone from the Outlook® contact list with a simple click of the mouse.
Call Room
See your calls in real time and have the abilty to transfer, place on hold, flip, record, or change other settings on the fly.
Call Notes
Annotate call records with your notes for future reference.
Quickdial & Company Directory Phone Integration
When using Aptela-supported phones, access your quickdial and company directory straight from the phone.
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Web Call Manager
Place calls from any phone as if you were in the office. Avoid long distance fees and hotel calling surcharges.
List Management
Create quicklists of people from your Address Book or Directory to create conference calls, send emails and faxes.
Reporting
Generate reports based on resource usage – gain visibility into user and department usage.
Address Book Call History
View a detailed history of all calls made or received to contacts in your Address Book. See calls made into other departments as well.
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Announcements
Send a blast announcement to employees to communicate important events or information.
Dialing Restrictions
Administrator controlled dialing plans – e.g. allow or disallow international calling for departments of individual users.
Integrated Instant Messaging
Chat with colleagues via a secure, integrated instant messaging service.
Click-to-Connect Web Widget
Create a link on your website that allows prospects and customers to call you with a simple click of the mouse.
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Call Tree
Call Tree (auto-attendant)
Automated menus allow incoming callers to reach the appropriate department or individual, eliminating annoying holds and transfers.
Customizable Menu Options
Quickly customize the Call Tree to meet your unique business needs.
Department Ring Groups
Set up a sub-group of extensions to handle incoming calls. Choose from multiple ring options; call screening and audio announcements. Departments can be referenced from the Call Tree and / or directly with a dedicated phone number.
Dial by Extension
Allows callers to reach employees by dialing their extension at any time during the auto attendant greeting.
Dial by Name
Allows callers to reach employees by dialing the letters of the employee’s first or last name.
Transfer to Attendant
Route calls to an attendant receptionist or group before going to the Call Tree.
Fax Back
Allows callers to enter a fax number to receive automatic fax back of a pre-defined document.
Record Block
Route callers straight from the Call Tree to voicemail. Great for taking sales orders via the Call Tree or after-hours voicemail messages.
Daily Schedule
Establish a separate Call Tree for calls received outside of normal business hours. Flexible scheduling allows for a different schedule by day of the week.
Holiday Schedule
Group administrators can designate business holidays or closures and set auto attendant greetings for those scheduled dates.
Music on Hold
Upload an audio file (.wav) to broadcast to parties on hold.
Record Greetings Remotely
Enables group administrators to record greetings remotely if changes arise or the office closes due to inclement issues such as weather.
Directory User Names
Users can record their name, which will play as part of the dial-by-name lookup feature.
Multiple Call Trees (add-on)
Have completely separate call trees with unique inbound numbers, greetings, and menu options that route to a shared pool of users. Great if you have multiple businesses being supported by a shared staff.
Department Queues
Call Queuing
The system places incoming calls into a queue in the order received until an agent is available to answer the call.
Multiple Call Distribution Policies
Calls distributed to agents that have not been answered in a specific number of rings are redirected to the next available agent. After all agents have been visited once, the call can either be forwarded to an external number or placed back in the queue.
Agent Log In / Log Out
Allow agents to log in and out of the call center queue.
Monitor & Record
Listen in to live calls or record calls for training and quality assurance. Recording is an extra add-on service.
Queue Escape
Queue escape offers callers an option to exit the call queue.
No Answer Policy and Overflow
If the call is not answered in the specified time, calls can be routed to voicemail, back to the Call Tree, to another extension, or to an outside phone number.
Reports
Reporting helps you manage your team, ensuring you are efficiently serving your prospects and customers. Reports include: All Calls, Calls Answered / Missed, Average Wait Times, Calls per Agent / per Day / per Month.
Fax
Receive Fax
Set up one or multiple fax numbers. Faxes can route to individual users or departments.
Fax to Email
Forwards your incoming faxes to one or more email accounts.
Send Faxes
Send faxes quickly through the online interface.
Web Access to Faxes
Retrieve your faxes from any internet device.
Online Fax Storage
Store faxes online or download them to your desktop.
Fax List
Send faxes to a predefined list of contacts.
Conferencing
Push Conferencing
Set up conferences with a single click. Schedule anything from team meetings to prospect presentations.
On Demand Audio Conferencing
Create inbound conference bridges.
Voicemail
Voicemail
Customized personal greeting. Play back, forward, and save each voicemail you receive.
Voicemail Notification
Be informed of new voice messages via email or SMS. Receive voicemails as email attachments. If available, the caller’s name and phone number are included in the subject line.
Voice Mailbox Integration
Configure voicemail inboxes to support a second line, such as a mobile phone. This eliminates the hassles of checking multiple voicemail boxes.
Voicemail Indication
A visual indicator alerts you to new voicemail messages.
Voicemail Call Back
Respond to a message by calling the sender directly from the system.
Trusted Voicemail Access
Define trusted numbers when calling into the voicemail system to quickly gain access without entering your extension and PIN.
Group Voicemails
Gain access to your department voicemails through the voicemail system. Department voicemails show up in a separate inbox for easy management.
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Class-5 Features