Blind Transfer

Introduction:

Blind Transfer involves passing a call without notifying the recipient. It is also known as unsupervised transfer or cold transfer.

BLF Support

Introduction:

BLF = Busy Lamp Field

Typically a collection of lights or indicators on a phone that indicate who is talking on other phones connected to the same PBX or Key System.

Used by a receptionist or secretary to aid in routing incoming calls.

Blacklist

Introduction:

Number Blacklist is used to block an incoming call you do not want to answer.

If the incoming call number is registered in the number blacklist, the caller will hear the following: “The number you have dialed is not in service. Please check the number and try again”. The system will then disconnect the call.

CDR(Call Detail Records)

Introduction:

Call Detail Record (also known as Call Data Record - CDR) is the computer record produced by a telephone exchange containing details of a call that passed through it. It is the automated equivalent of the paper toll tickets that were written and timed by operators for long distance calls in a manual telephone exchange.

Call forwarding

Introduction:

Call forwarding (or call diverting), in telephony, is a feature on some telephone networks that allows an incoming call to a called party, which would be otherwise unavailable, to be redirected to a mobile telephone or other telephone number where the desired called party is situated.

Call Parking

Introduction:

Call park is a feature of some telephone systems that allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set.

The “call park” feature is activated by pressing a preprogrammed button (usually labelled “Call Park”) or a special sequence of buttons. This transfers the current telephone conversation to an unused extension number and immediately puts the conversation on hold. (This is called parking the call; and the call is said to have parked onto a certain extension. Essentially, call parking temporarily assigns an extension number to an incoming call.) The telephone system will then announce the extension number of the parked call so that the call can later be retrieved.

Call Recording (One touch record)

Introduction:

Easily record conversations for monitoring purposes.

Call Pickup

Introduction:

Call pick-up is a feature used in a telephone system that allows one to answer someone else’s telephone call.

The “call pick-up” feature is accessed by pressing a preprogrammed button, or by pressing a special sequence of buttons on the telephone set.

In places where “call pick-up” is used, the telephone sets may be divided into groups. Under such an arrangement, using “call pick-up” will only pick up a call in the same group.

There are two main types:-

Group call pickup, this allows you to collect a call from any ringing phone that is in the same pickup group as you, if there were more than one phone ringing then you would have no control over which call you collected.

Directed pickup, this allows you to pickup a call at a specific extension, maybe you're in another office and you hear a phone ringing and wonder if it's yours. You dial the pickup number and your extension, and the call will only transfer if it is your extension.

Call Routing

Call Routing offers your company the flexibility to direct incoming phone calls according to your business needs and office schedule.

Introduction:

Using Call Routing For Your Business

Key Features of Call Routing

Route calls by schedule: Time of day, day of week

Looking to route calls by schedule? Using our simple interface, you can easily create custom routing for office hours, lunch, after hours, weekends.

Route calls by caller ID: Route or screen specific callers

Want to screen calls and create custom routing rules for specific phone numbers? MyPBX enables you to route calls by caller ID.

Route calls by responses to IVR menus

Need a more advanced solution? Ask callers a series of questions using Interactive Voice Response and route them based on their answers. This option is especially popular for our lead generation and call center customers

Call Transfer

Introduction:

Call Transfer is used to transfer a call in progress to some other destination. There are two types of call transfer:

Blind Transfer

While on a conversation with another party, you dial the blind transfer key sequence. MyPBX says "Transfer" then gives you a dial tone, while putting the other party on hold. You dial the transferee number and the caller is put through to that number immediately. Your line drops. The caller ID displayed to the person receiving the transferred call is exactly the same as the caller ID presented to you.

Attended Transfer

While on conversation with another party, you dial the attended transfer key sequence. MyPBX says "Transfer" then gives you a dial tone, while putting the other party on hold. You dial the transferee number and talk with the transferee to introduce the call, then you can hang up and the other party will be connected with the transferee. In case the transferee does not want to answer the call, he/she simply hangs up and you will be back to your original conversation. Press the disconnect key sequence, set to *0 by default, to return yourself to the original caller.

Note The caller ID presented to the person you are trying to transfer the call to is not what you would expect - Asterisk sets your caller ID to be the extension the call originally arrived at which may not be the same as the extension the call was answered at. There doesn't appear to be any way of getting the correct caller ID.

Call Waiting

Introduction:

Call waiting (or catch phone in Japan) is a feature on some telephone networks. If a calling party places a call to a called party which is otherwise engaged, and the called party has the call waiting feature enabled, the called party is able to suspend the current telephone call and switch to the new incoming call, and can then negotiate with the new or the current caller an appropriate time to ring back if the message is important, or to quickly handle a separate incoming call.

Conference

Introduction:

A conference call is a telephone call in which the calling party  wishes to have more than one called party listen in to the audio portion of the call. The conference calls may be designed to allow the called party to participate during the call. It is often referred to as an ATC (Audio Tele-Conference).

Conference calls can be designed so that the calling party calls the other participants and adds them to the call - however, participants are usually able to call into the conference call themselves, by dialing into a special telephone number that connects to a "conference room".

DISA(Direct Inward System Access)

Introduction:

An external caller can access internal pbx features on certain CO lines by keying in a special code.

The PBX answers the incoming call with dial tone, and the caller enters the access code (if required) and destination extension number or routing code.

DND(Do Not Disturb)

Introduction:

DND functionality is the ability of a phone or client to ignore any incoming calls. This can be implemented in several ways.

Ringer Off or Ringer Mute. The call rings as normal but does not alert the user. The call is then handled by the method programmed in the no-answer event, such as sending the call to the voice mail system after 20 seconds of ringing.

Busy Mode. The phone is taken off-hook or sends a signal to the PBX stating it is busy, and not available for calls. The call is then handled by the method programmed in the busy event, such as forwarding to another free extension or to voice mail.

Mixed Mode. Some phone and PBX systems implement a priority calling functionality. DND is activated on the phone. When a normal call comes in, it is handled by the Ringer Off or Busy Mode rules as stated above. Other users have the ability to mark a call as Priority, bypassing the DND mode and forcing the extension to ring. An example where this is used would be when a user is in an important meeting. She places her phone in DND mode, as to not be disturbed by everyday calls. A situation comes up where it is urgent to get in touch with her, even though she is using DND. The person attempting to call her hits the Priority Call button, which bypasses the DND and rings the phone. This does not turn off DND, and any other normal calls are still treated as such.

Some phone systems refer to DND as SAC or Send All Calls (to voice mail.) The functionality is the same, just

under a different name. In MyPBX, DND is usually controlled by dialing:

*75 to turn on Do Not Disturb mode and

*075 to turn off Do Not Disturb mode

MyPBX implemented in BUSY mode, the call will be forwarded to extensions’ voicemail.

IVR (Interactive Voice Response)

Introduction:

Interactive Voice Response (IVR) is a phone system application that prompts callers with recorded messages and options and processes voice input and/or touch-phone keypad selections from these menus. The IVR function responds to this input by providing appropriate information in the form of voice answer or provides a connection to a "live" operator.

Intercom/Zone Intercom

Introduction:

call an extension and force immediate pickup (phone will automatically go to speaker phone).

Audio will be two-way. Yealink phones currently supported.

Paging/Zone Paging

Introduction:

Allows one extension to broadcast a message to many extensions through a ring group.

Queue

Introduction:

Call queuing is a concept used in inbound call centers. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. From the caller’s perspective, without virtual queuing they have only two choices: wait until an agent resource becomes available, or abandon (hang up) and try again later. From the call center’s perspective, a long queue results in many abandoned calls, repeat attempts, and customer dissatisfaction.

Ring Group

Forward Calls between SIP and Skype

Introduction:

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".

Three-way Calling

Introduction:

Three Way Calling allows three users to do a conference call. Each user listens to each other user and may talk to each other.