Frequently asked questions

Frequently asked questions about Fonvirtual

About the configurations…

How can I deviate my calls?

Incoming calls can be handled as you wish:

– Transfer to a single destination number, landline or mobile.

– Transfer to several numbers sequentially (landline or mobile number): the call is sent to the first destination, if the first destination is busy or does not answer, the call goes to the second, if the second destination is busy or does not answer, the call goes to the third, etc…

– Transfer to several numbers simultaneously (Ring to all). This system directs incoming calls to a group of extensions so that all phones ring simultaneously. There is no call waiting. If all extensions are busy, the number will ring busy. If you do not want the number to ring busy, the call can be forwarded to a voice mailbox.

– Forward to a queue. The call is sent to a queue, so that if all agents are busy, the caller will listen to music on hold until someone answers the call.

Can I transfer calls between my departments and between my delegations?

Yes, fonvirtual.com’s virtual PBX allows you to transfer the call that is answered to any extension or line associated with the PBX service. In addition, by transferring the call, the line of the person who answered it first becomes free to receive new calls. 

Can I receive my voice message transcriptions on multiple email addresses?

In case you are busy or the call is received outside the defined business hours, you can set up a voicemail box and you will receive the voice message on one or more emails.

Messages are received in MP3 format and are transcribed.

I have several delegations, can I distribute incoming calls according to the origin of the call?

Yes, we call this the origin filter and it allows you to set a different treatment based on the caller’s prefix. This option is very useful for companies that have several delegations. For example, we will be able to transfer calls starting with 020 to the London delegation, those starting with 0161 to the Manchester delegation, and the rest of the calls will go to the central delegation. You will be able to define the distribution you want according to the prefix of the calling number.

Can my fonvirtual.com number be configured differently depending on the schedule?

Yes, you can organize your day and thus define your work schedule. You will be able to establish a different way of answering calls that arrive on your virtual number depending on the day and time.

There is no limitation in the creation of schedules.
For example, you can set up a different treatment for answering calls to your virtual number depending on the day and time:
From 9am to 12am and from 2pm to 7pm from Monday to Friday (business hours) you want to receive calls at the office.

The rest of the time, the person who will call you will listen to a greeting message informing them of your schedule and will be able to leave you a voice message. For example: “You have contacted the company XXX, our business hours are from Monday to Friday from 9am to 12pm and from 2pm to 7pm; if you wish to leave us a message we will call you back as soon as possible. Thank you”.

Can I make multiple transfers to multiple numbers in case the phone line is busy or no one answers?

Yes, it is called sequential call distribution. It consists of the call being transferred to the first number, but if the call is not answered or that the phone line is busy, it is transferred to the second number, and so on.

Can I "ring all"?

Yes, you can forward incoming calls to a group of numbers so that all numbers ring simultaneously. There is no call waiting. If all numbers are busy the caller will have to call back later or leave a message on the voice mailbox.

Will my client be able to contact the person they want to talk to directly if they know their position?

Yes, this is called DTMF (Dual-Tone Multi-Frequency). The DTMF PBX allows you to enter multiple digits in order to speak to the right person.

The most common use of this feature is for assigning extensions to configurations. In that way, by marking extension 208 for example, the call is transferred to the landline number corresponding to that extension.

Example: “If you know the extension number of the person you wish to reach, type … and your call will be transferred, otherwise please wait and an agent will answer”.

 

Is there something I can do to avoid receiving calls from someone in particular?

Yes, you will be able to define a list of numbers (a blacklist) for which you want to give a different treatment from the others, for example, they can be directly forwarded to voicemail or ring busy all the time. 

Can I have a VIP configuration for my VIP customers?

Yes, you will be able to define a list of numbers for which you wish to give privileged treatment. This list is called a whitelist or a VIP list.

What is a DTMF PBX ?

The DTMF (Dual-Tone Multi-Frequency) PBX is like an extension of the DTMF’s menu option. While a regular menu option recognizes only one digit, the PBX allows multiple digits to be typed in.
Furthemore, while the DTMF menu offers a choice of 10 options, the DTMF PBX offers a larger choice of options. 

The most frequent use of this feature is the assignment of extensions to specific geographic numbers, so that if the caller enters extension 208, for example, the call goes directly to the recipient.

For example: “if you know the extension of the person you want to talk to, type it and your call will be transferred, otherwise please wait”.