Solutions - Vozmia

Features

Run all of your business communications on Vozmia.

From Solopreneurs to Fortune 500, we have the features you need to provide the best employee experience and the best customer experience.

Call Back

Callbackis a call target that will
immediately hang up on a caller,
call them back, and then redirect
the call to another call target.

The callback target may connect
the caller with any resource on
Vozmia (such as an extension, the
voicemail messaging center, or a
queue), or it may be used in
conjunction with DISA

Call Flow Control

Using the IVR you are able to
route calls through the most
optimal path depending on time
of day and availability of agents
or individuals. To set up call flow
Use the IVR, personal IVR, and call group functions

Call Forward

This feature allows calls that
would usually originate at a given
location to be forwarded to
another. Once call forwarding is
activated, all calls are redirected
to the intended destination
immediately. Calls can be
forwarded to another extension,
phone number (such as a cell
phone), an IVR, and more.

Call Monitoring

Call monitoring allows you to
listen and analyze your call
center agent calls in the moment.
By monitoring calls, supervisors
can help improve agent
performance, offer training and
advice as needed and deliver a
high-quality, consistent customer
support experience.

Call Pickup

Depending on the brand and
model of IP phone that you are
Using, you can program a button
to allow you to use call pickup.

Call Parking

Call parking enables a call to be
placed in a call parking lot with
an assigned number. This parked
call can be picked up by any user
with any phone. The caller who is
placed in the call parking lot will
have on-hold music played to
them while they are awaiting a
pick-up.

Call Recording

Call recording is your business's
ability to record a voice
conversation over an audio
source. Active calls or conference
calls can be recorded and then
stored as a digital file to be
transcribed or listened to ata
later stage.

Call Reporting

Call Reporting gives you the
ability to view all phone calls ina
graphical interface. Vozmia allows you to filter by date, extension, user, duration, and more. This is useful for businesses that need to keep tabs on phone calls and certain individuals/extensions who cannot be directly observed or monitored constantly.

Boss/Secretary +Whitelist

A whitelist (allowlist) is a strategy that approves a list of phone numbers while denyng all others formcompleting the call

Black List

It is possible todefine a blacklist number with a pattern and define adestination forit. Also, it is possible to disable/enable a blacklist item through the GUI. If no destination is defined for the blacklisted item a message will be played to the caller.

BLF

Busy Lamp Field (BLF) is a lighted (green or red) indicator on your phone (or expansion module) which can be configured to indicate the status of certain conditions/features of Vozmia.
Examples of BLF status are:

Whether an extension is in use (whether a user is on the phone or not).
Speed dial when the key is pressed.
Whether or not there is a call parked (awaiting retrieval by someone).
Whether or not the do not disturb option, is activated.
Whether or not a call diversion is active.

A good example of the ‘extension in use’ BLF would be if someone calls in and wishes to reach Jim at extension 220. The receptionist would take a look at the BLF panel on their phone and see that Jim is on his phone (the light next to Jim’s name is RED), the receptionist can then ask the caller whether or not they would like to leave a message or try back later. If the caller wants to leave a message, the receptionist simply transfers the call directly to Jim’s voicemail (*95*220).

Remote Call Pickup

Call pickup allows you to answer a call while it is ringing another phone or group of phones (other than the phone you are sitting at).

Caller-ID

Caller ID is a standard Vozmia feature that enables incoming calls to be identified by their Caller ID. An incoming caller’s ID is displayed on the user's phone screen.

Similarly, all Vozmia extensions can be set to display a certain Caller ID when making outgoing calls. This is useful if a particular phone belongs to a particular department or if an individual wishes to display his/her direct number when placing outgoing calls.

Call Waiting

Call waiting lets you take another call when you’re already on the phone. It is like having two lines on one phone. if you uncheck this option, only one incoming call will be allowed to this extension.

Call Transfer

This essential phone feature allows users to transfer calls from their phones. Calls can be transferred to another user, voicemail, an external number, and other destinations.

Call transfers can be done in two distinct ways. The first method is called a Blind Transfer and it will connect two calls immediately. The second is called an Attended Transfer, and this method connects the person making the transfer with the intended recipient first. This gives the transferring user a chance to inform the recipient who is on the line before the actual transfer is made.

Call Spy

The Call Spy feature enables certain privileged users to listen in on any phone call. This feature does not allow the user using call spy to interact with any member of the call being spied on. This feature also does not alert the party being spied on that someone else is listening.

This feature can be useful if an executive wishes to listen to an active live call without the calling party knowing.

Call Screening

The Call Screening feature, when enabled, prevents a number from calling into the phone system. This is useful to prevent unwanted calling/solicitation, prevent harassment and/or abuse, stop telemarketing companies that just won’t give up, and more.

Three-Way Calling

Three-way calling, also sometimes called a conference call, is the process of connecting three different people on a single phone call. Each person on the call can hear the other two conversations, and all three parties can talk to each other simultaneously.

Route by Caller ID

Caller ID (Caller Identification) is a telephone service that displays a caller's phone number on the called party's phone device before the call is answered. Caller ID routing allows users to accept or reject calls based on the caller's phone number.

Dictation

Dictation is a useful feature that allows a user to record audio from their phone. The recording can then be sent to any email address to be listened to later.

This can be useful for many scenarios such as:
- Meetings
- Legal Proceedings
- Dictation to be typed out at a later date
- And more

DISA (Direct Inward System Access)

Direct Inward System Access (DISA) is a system feature that allows a user to access the phone system from external sources. This feature allows users (for example, on a mobile device) to connect to the phone system in order to check voicemail, place calls, dial extensions, and more. This feature works by prompting users to first dial an applicable number (this can be your regular business number or a special number specifically for this purpose), then (this is strongly recommended) dial a special feature code which will then prompt the user to enter a special PIN code. After entering the credentials, the user has access to your system almost as if they were at their desk.

An example of this would be if an employee needed to contact a client when they are not currently in the office. The employee could dial the special number, enter the feature code (#XXXXX), enter the PIN (XXXXX), and proceed to place a call. This is beneficial if the employee (or employer) only wanted clients to see the work caller ID number, and not the employee’s personal or work mobile caller ID. Another unique benefit to this feature is that the caller can use the phone system’s long-distance service without worrying about paying ridiculous mobile long-distance per-minute fees. In effect, DISA can work to be a calling card for employees.

Calll Center Solutions

Agent Login/Logout

Agents can log in and log out to the system to allow their availability status to be updated and to track the time they were available to take calls.

Call Barge

Call Barging is a feature that allows you to join in on an existing phone call, usually to assist in answering questions, clearing up information, or closing a sale. In barge mode, both the customer and the agent can hear you, creating a three-way conversation.

Whisper

Whisper is a call-monitoring feature that allows you to listen to a call between a customer and an agent and speak to the agent without the customer being able to hear you.

Track All Your Calls

Measure productivity. See who’s on the phone — Real-Time supervision.

Perfect for Vozmia call centers with supervision tools such as Spy, Spy & Whisper (coaching), Barge in, and request supervisor assistance from the agents.

Wall Boards

Vozmia Wallboard is an interface with which you can monitor and manage the different activities of your Contact Center. like Extensions, Queues, Conferences, Parking Lots…

You can manage the layout to change or add new elements to your SwitchBoard. It is also possible to share the Layout with other users.

Customer Account Codes

Customer Account Codes are used to pass additional information that can be added to an outbound call for CDR.

Call Detail Records

Lookup Caller Name allows you to get information on the caller name and type for a mobile phone number. Caller Name Lookups are billed per Lookup, even if data is not available.
CDR (Call Details Record).

Hot-desking

Hot Desking is where the accounts are created for devices without the need of having an extension number. A Hot Desking device is associated with an extension that previously had to be created in the module extensions with the technology option "None", i.e. without being associated with any device. A Hot Desking device can be associated with an extension by dialing the hot desking feature code (*80), the extension number, and the extension password. To remove the association, you only need to dial the hot desking feature code (*80).

Hunt Groups

A hunt group is a set of connections and rules that route incoming calls to a group of users until someone is available or all users have been tried. If a call is routed through the hunt group and every user is busy, the call is then routed to voicemail.

Pick-Up Groups

A Call Pickup Group allows users to answer a call that is ringing at another extension within that group. If more than one phone within the group is ringing, the phone that has been ringing the longest is the one that gets picked up.

Ring Group

Ring Group ring strategies distribute your business calls to your call reps in an orderly and automated fashion. Use a ring group strategy if the group's members have differing levels of product knowledge, training, or tenure.

Call Queue

A Call Queue is a feature that places callers into a regulated on-hold system of priority such that the caller with the highest priority (usually the caller on hold the longest) is answered before a caller with a lower one. Call Queues are extremely useful when handling a large number of incoming callers at the same time. Callers can be placed in a queue to be answered by the first available representative (support representative), or placed in a queue that can be answered by a specific agent (sales representative). While a caller is waiting in a queue, special music on hold and/or messages can be played to them. Users are also able to log in and out of certain queues. This can be useful for users who wish to take lunch and not have their phone ring.

Queue Priorities

Queue priorities give priority to a queue call on another, beneficial when an agent serves multiple queues simultaneously you can change the weight of a queue dynamically, in order to prioritize calls that are incoming. Usually, the destination is a queue.

Queue VIP List

Queue VIP is a list of phones that will give priority in the call queue. These are the customers who will have a higher priority when calling.

Queue Call Back

You can reduce customer frustration by minimizing the time spent waiting. With the Queues Callback module, you can reduce customer frustration by minimizing the time spent on hold. This feature provides callers with the option to request a callback from the next available agent instead of waiting on hold, allowing them to disconnect from the call and tend to other things.

Time-Based Routing

Time-based routing allows you to adjust the routing of your incoming calls based on the time of day. For example, you can use these to automatically forward calls to voicemail in the evenings or at weekends

Unified Communications

Video Conference

We incorporate a robust Video
Conferencing solution that will
allow you to communicate with
your prospects, customers,
suppliers, or family easily and
efficiently. Not only do you have
Video Conferencing, but you can
also transfer files and share
screens, and more.

Chat

With our Chat, you have the
capability to share screens, share files, and send voice audio.

Conference Bridge

The conference room feature of your Vozmia works to create a meeting room where users (both internally and externally) can call in and talk to one another. Conference rooms can be moderated by an admin user and can be password protected to prevent unwanted callers from accessing them. The conference room can be accessed by users internally by dialing the conference room access number. The conference room can be accessed by external users by entering a numerical code after dialing a number.

For example, your conference room can be linked to your IVR message without anyone ever knowing. A caller would dial your regular business number, and once they reached the IVR message, they would enter the access code (#XXX) followed by the password, and they would be connected to the conference room.

Conferences can easily be set up by contacting one or more parties via extension dialing. This conference, however, has restricted functionality, and may not work with outside parties.

CEL Events Report

The collection of statistical and procedural data from your incoming and outgoing calls. This data is then organized and made available in reports. Call logs gather data like dates, times, call duration, users, extensions dialed, and final outcomes.

Announcements / Events

Announcements are used when you want the caller to hear a message, before being automatically transferred to a fixed destination.

Voicemail

Voicemail is perhaps one of the most known and used features of a phone system. Voicemail allows callers to leave a voice message which can be played back at a later date/time. By default, voicemails have two separate conditions/ messages which can be played.

1. ‘unavailable calls‘ – when calls are unanswered.
2. ‘busy calls‘ – when the extension is in a call or in a non-disturb mode.

When a call reaches a user's voicemail, the caller is prompted to leave a message after a pre-recorded (or automated) message. Additional options can be set to route calls should they reach a user's voicemail (see Personal Assistant for more information).

Vozmia is capable of supporting hundreds of separate voicemail boxes. Vozmia also has voicemail-to-email functionality, which allows voicemail messages to be delivered directly to a user's email address where they can be listened to without the use of their desk phone.

Voicemail to Email

The voicemail-to-email Vozmia feature, when enabled, sends a copy of a user’s voicemail message to their specified email address. This feature allows users to listen to their voicemail messages via email or smartphone device without having to physically use their desk phone.

This feature has many inherent advantages, however, due to requirements that necessitate the use of an external email server. A subscription to an email service is mandatory in order for this feature to function.

Personal Assistance (IVR)

This feature is controlled in the Vozmia User Panel.

The PA (Personal Assistant) allows for advanced control of a user’s voicemail system. It is somewhat similar to the Find Me/Follow Me feature; however, it gives callers more control. In essence, the PA is a mini-IVR (interactive voice response) for voicemail.

When a caller reaches a user’s PA, they are presented with a recorded message. This message would indicate to them that there are options in addition to simply leaving a message. Typically, PA voicemails would give callers the option of leaving a message OR attempting to contact the intended party. PA can be configured to work with ‘unavailable’ and/or ‘busy’ voicemails.

For example, a caller reaches your voicemail and is given the option to: press 1 to call your mobile, press 2 to reach the Florida office, press 0 to reach reception, or leave a message. This ensures that the caller is able to contact an appropriate party should they want to, or simply leave a message.

Personal Recording/Notes

Record a message that callers will hear when they are served by your personal assistant. Only available for extensions where Has Personal Assistants been enabled in the Advanced. Record a message that callers will hear when they are served by your personal assistant. Only available for extensions where the Personal Assistant has been enabled in the Advanced options.

Voicemail MP3 Attachment

This option allows you to attach an MP3 recording of your voicemail when voicemail to email is turned on.

Visual Voicemail.

Your messages will appear as a visual voicemail list. Each item should include the caller (or the caller's phone or mobile number) and the date and time of the call.

Add/Edit/Delete External Contacts

This allows you to create Phone Books that can be viewed from any device that supports URLs for external directories.

Run all of your business communications on Vozmia.

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