What is the Fonvirtual Cloud PBX?

The custom main greetings are informative messages that would be heard by callers, and which will guide them through the call. If the caller is making the call outside the customer service hours it would let the caller know what are the options. A full PBX setting is always formed by at least four greetings.

Welcome

An initial message in which the caller gets information about what company is she or he calling ( ” You have reached  Jimmy and friends consultancy group”). Depending on the PBX setting we want, this initial message might need a following step. It might need to guide callers through the different alternatives (“If you wish to speak with the accounting department press 1, with HR press 2”) 

Busy

In second place, it is always good to add a message to inform callers when all our phone lines are busy, letting the caller decide whether he or she wants to leave a message or try lager again.

After hours

For those calls made after hours, it is recommended to include the hours in which they can reach us out. (” Our customer service ours are from 7a.m to 12p.m and from 3.pm till 5p.m”)  plus, you can also give them the option to leave a message in our voicemail so you can reach them later.

Holidays

Lastly, it is also recommended to add a message for holidays season in which the company specifies when they would be reachable again (“We remain closed today due to local holidays, our company will remain closed till next Wednesday”). Fonvirtual will set main greetings up in TTS (text to speech). Customers with Premium subscriptions and upgraded subscriptions will be able to include their own messages, human-voice recorded and letting Fonvirtual include them in the PBX settings.

One of the most useful PBX features is the IVR, because it enables distributing incoming calls among different departments. This way is simpler for the caller and more efficient for our company (“If you wish to speak with the accounting department, press 1, HR, press 2”)

The caller will not only have to press the key that corresponds to the option that best suits the purpose of his or her call. Thanks to the IVR, in most cases we ensure the call will be answered by the most adequate person.

There are many call segmentation options. We can segment calls by departments or languages. For example, (” English, press 1, Spanish, press 2″) or areas (“New york office, press 1, L.A office, press 2”).

Besides how useful the IVR is, it also provides a big company image.

Call recording will allow you to access to a huge amount of data in call conversations, that otherwise would be lost. It is particularly useful fro those cases in which it is necessary to rescue the exact data in determined conversations.

The access to call recordings will be only for a limited period of time – 10 days- until the call recordings will disappear  from your account. This is the reason why it is necessary to download them periodically if we want to storage all of them. You can extend this period by signing for an additional FTP service. For more information about call recording or their legal aspects, you can write us to the following email address infousa@fonvirtual.com

The possibility to create different settings based on schedules and calendars, is very interesting for most companies. We recommend at least four time frames for your call customer service.

Work hours

The main setting should fit the work hours. For example, from Monday to Friday  from 9 a.m to 12 p.m and from 4 p.m till 7 p.m. Withing this time frame our incoming calls will enter into the system and they will be answered.

After hours

A second time frame will be the known as “After hours”. Anytime besides the work hours are considered after hours. If an incoming call si made after hours, callers will hear a message with the work hours and they will be also redirected to the voicemail in case they want to leave a message.

Holidays

It is important to create a message to inform callers during holiday season. We recommend to create a setting particularly for holiday season. For example. on 4th of July customers will hear a message (” Due to Independence day we will remain closed today”).

Vacation

Finally, if our company will remain closed for a concrete period of time, it will be convenient to inform our clients to not call us during that time. For example, ” From 15th till 30th of July our company will remain close due to vacation”.

When an incoming call enters the PBX system, it will be possible to transfer that call to another extension without having to end the call. . Furthermore, the phone line which transfers the call will be free again to answer other calls. The Fonvirtual hosted PBX offers two types of Call Transfer:

 Attended transfer:

When an incoming call is received the person who answers it will be able to communicate to other extensions at the same time. This way he or she can ask the other person if they are available to answer the call while the caller is placed on music on hold. The idea is to consult first with the person who is going to receive the transfer if they want to accept it or not, or to share any other comments about the call. Depending on his or her answer the call will be either transfer to the second line or reclaimed by the first one.

Unattended transfer:

This type of Call transfer directly routes the call to other extension, without consultation.

For further information about Call Transferring, you can ask us in the following email sales@fonvirtual.com

The call queuing is very useful for those companies in which most incoming calls come at the same time, and the caller has to wait a few minutes before his or her calls is answered. In order to avoid callers hanging up the phone, the call goes to a call queu with music on hold until one of the extensions is not busy any longer.

We should be aware callers won’t stay on the call line forever although, it may help us win some time to answer the call, plus it helps to create an exclusive company image as well.

For all those cases in which we have been unable to answer the call, either because we were unavailable, busy or because the call was made after office hours, it is fundamental to set up a voicemail.

The voicemail gives the caller the opportunity to leave a message expressing the reason of his or her call. With the Fonvirtual voicemail you will immediately receive an email informing you “The phone number 64x, xxx, xxxx has tried to contact you at 14:43”.  You will also receive the voicemail in mp3 format attached.

This secondary feature will make sure you will never miss a call again.

Due to the flexibility of the hosted PBX,  that allows adding professional and personal cell phone numbers from any phone provider as extension. It can be useful to identify if the call is coming through the virtual phone number in the PBX or if it is a direct call to our cell phone.

In case the phone number is coming through the virtual phone number we can indicate in two different ways:

Mask number

Setting up a mask number: our virtual phone number. This way, independently of who is calling, we will always see the same phone number, ours. Is like our own cloud PBX calling us.

Micro Voice-over

Another alternative is to include a mico voice over, that only us will hear. This means the customer won’t hear it when we hang on the phone call. This option is especially useful if we are part of different departments, since we will know which department is the caller trying to contact. For example, if we hear “Sales” we will respond differently than if we hear “Management”. The application will be exactly the same as if we answer calls in different languages, knowing if we have to answer the phone call either in English or Spanish.

All our clients will have access to our platform with an username and a password. You will be able to see different call statistics.

It isn’t just a list of incoming calls, our platform allows to filter information based on different criteria. You  will be able to get reports all kinds of information, time frames, days or months, calls duration, what are their origins.

The are so many possibilities that you will easily notice what are the things you need to improve.

For example, if you have an IVR you will be able to see which option is more pressed by your callers, who answers faster these calls or which department misses calls the most.

Due to the versatility of our virtual phone numbers, statistics our very useful for launching marketing campaigns and for knowing if we have succeed advertising our phone number. For more information about this we recommend you to visit our virtual phone number website.

In any case, Call forwarding will be charged. You will be able to receive as many calls as you want on your local phone numbers without cost. The only limit is the number of trunks. In telephony, the number of simultaneous calls that can be received in the same number are denominated channels. The number of channels of your virtual phone number will depend on the plan you choose. Therefore, you will be able to enjoy unlimited call forwarding as long as the call traffic is within a normal use standards.