Frequently asked questions

Frequently asked questions about Fonvirtual

About the configurations…

How can I manage the call flow?

The incoming call can be answered from any device connected to the Internet: computer, mobile phone and even tablet.

These calls can be handled from a single extension or from several. As many as contracted.

The way to manage this call flow can be configured in multiple ways. For example:

It can be served from several extensions in cascade or sequential: the call is sent to the first destination, if it communicates or does not answer, it is passed to the second destination, if it communicates or does not answer, it is passed to the third, etc.

Another option is that calls enter to multiple extensions simultaneously (Ring to all). It redirects incoming calls to a group of extensions so that they all sound simultaneously. There is no call waiting or queued. If all the extensions are busy, it will communicate. If you do not want to communicate you can divert it to the mailbox.

If all agents are busy, the call will stay in a queue, so that the caller will listen to a waiting music until one of the agents is free.

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, in order to receive the voice message on one or more emails.

Messages are received in MP3 format.

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.

It will also be very useful in the case of companies that receive calls in several languages, since applying the filter by origin we can for example deliver the calls that come from a +34 to the agent that better speaks Spanish, international calls coming from a +33 to our French speaking partner, etc.

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

Yes, you can plan your day and thus define your work and rest schedule. You will be able to establish a different treatment in the attention of the calls that arrive to your virtual number depending on the day and time.

This is very interesting in the case that you receive calls on your mobile, since we will only deliver calls from your customers at the time you have previously defined, thus ensuring the rest as you will avoid calls from your customers at untimely hours.

There are no restrictions on the creation of timetables.

For example: 

From 9am to 12am and from 2pm to 7pm from Monday to Friday (Business or working hours), you want us to divert your calls to the office.

The rest of the time, the person who calls you will listen to a speech that informs of the work schedule and gives the possibility to leave you a voice message. For example: “You are in contact with the Pavón Law Firm, our customer service hours are from Monday to Friday from 9h-12h and from 14h-19h, if you wish you can leave us a message and 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 do a "Ring to All"?

Yes, or what is the same, redirect incoming calls to a group of numbers so that they all sound simultaneously. There is no call waiting or queued. If all the numbers are busy, it will communicate. If you do not want it to communicate it can go to voicemail.

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.

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”.

Moreover, it is possible to assign geographical numbers to every extension so that the client can call directly to the person in the department with whom he or she wants to talk to.

 

If someone calls me too often, is there anything I can do?

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 the difference between DTMF menu and DTMF PBX?

The DTMF menu allows the caller to choose from one of the options, allowing the call to be attended by the most appropriate person in the shortest possible time. These options are limited to 10 although the operation of the system itself discourages putting more than 5 different options.

Example: if you want to talk to the commercial department dial 1, with administration dial 2, for other questions please wait.

The DTMF PBX will also allow the customer, in case of having a large number of extensions,  to contact directly with the desired person by pressing the extension (“if you know the extension, click it“). In this case there is no limit of possible extensions. This formula is very useful for workers who only need to attend to special clients’ calls.

Is it legal to record calls?

With regard to call recording, questions often arise about the legal limits of its implementation. For these questions we always advise you specific advice and oriented to the purpose you want for those calls. On fonvirtual we offer you the tool; the use that later is made with it, is a responsibility for the client, under no circumstances from fonvirtual.

And usually the recording of calls are useful for customers for two reasons: to be used as a test and as a tool of management and information. The use of recordings as evidence is the most common and the one that can cause more limits in the use by the client.

However, call recordings can also be an important source of information for the customer, who can retrieve calls he has received, in order to rescue details that have been overlooked or even specific aspects of the conversation (How much was the order requested? Was it 25 meters or 27?). Moreover, it will be very interesting as a tool to evaluate the quality of the attention made by our employees.

Call recording on the PBX is therefore a very useful complementary tool for nearly all company profiles.