Partial List of VoIP System Features
This is not a complete list. We have over 600 features and have yet to find a feature our completion has that we can’t duplicate or exceed.
When your primary internet such as Comcast fails, this kicks in to maintain an internet connection.
An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. It is the application used by call centers and is more advanced than a simple hunt group.
The browser application of certain phones allows for extreme IP phone functionality and flexibility. In essence, the browser application screen on your phone works like a web-browser, with some limitations. These browsers connect to the internet to provide users with information such as weather, traffic, finance, world news, and more. These browsers are fully customizable, and may be configured to display a vast array of information to users.
An example of this would be if a travel agent wished to provide forecast information to a particular destination. The user could simply select their browser while on the phone with a client, and read back the information in real-time without having to use a computer. There are many distinct advantages of the browser feature; however, it is only accessible on certain phones.
Appointment Reminder module for FreePBX is a unique way to automate appointment confirmations, cancellations and reschedules. By simply specifying numbers and names to be called, your PBX will automatically call at specified times and allow recipients to confirm / cancel / reschedule appointments. The module gives you the flexibility to control all details of the calls from rate limiting to retry attempts and days ahead to notify of an appointment. You have the ability to easily load a CSV list of numbers to call, or even add numbers and names manually. On the fly modifications can be made to any Appointment Reminder list to allow for total flexibility.
An Interactive Voice Response (IVR)/Auto-attendant feature is perhaps one of the most desirable features for a business PBX. An IVR plays an automated message to all incoming callers. This message plays to the caller, specifies the options available to them, and subsequently prompts them to make their selection based on the nature of the call. Once the caller chooses the appropriate option, the call is routed to the intended party, extension, department, etc. IVR’s are very robust and efficient tools in any business environment, and work to decrease the amount of time spent needlessly on the phone with a caller. Since the entire system is fully automated, calls are routed with more efficiency, and employees are able to maximize their productivity.
Busy Lamp Field (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 the system.
Examples of BLF which can indicate status are:
- Whether an extension is in use (whether a user is on the phone or not)
- Speed-dial when key is pressed
- Whether or not there is a call parked (awaiting retrieval by someone)
- Whether Call Flow Control has been enabled/disabled (useful for turning on/off, open/closed IVR – with a simple button press)
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 (*220).
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.
Caller ID is a standard PBX feature which 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 PBX 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.
Caller ID Management*
The Caller ID Management module is a unique way to modify the Caller ID that is out pulsed on the fly. By utilizing a simple feature code you can change your Caller ID for one call or all calls.
Call Center Builder*
Take your contact center to the next level with the Call Center Builder Bundle. This bundle provides advanced reporting tools: QXact Reports, Call Recording Reports, Call Management tools such as Class of Service, Extension Routing, Pinset Pro, Conference Pro, Caller ID Management, and Advanced Queue Enhancements, including – Outbound Call limiting and VQ Plus, now including Queue Callbacks!
Call Flow Control
Call Flow Control makes it easy to take control of your business hours. Need to open early or stay late? Simply press a button to keep calls flowing in. Need to leave early? Press the Call Flow Control Toggle on your phone and route all calls to your closed IVR or voicemail.
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. Calls are assigned specific parking lot numbers upon transfer. The parking lot number is essential to this system, so it is imperative that the person transferring the call notes which parking lot number the call is placed in – the number is read to the transferring user after dialing the extension for the parking lot. Calls can be answered simply by dialing the parking lot number.
This system is extremely useful when there are phones located where there may be more than 1 user (e.g. factory floor, newsroom, meeting room, etc…) Calls can be placed in a parking lot; the receptionist can simply contact the intended recipient and tell them the code to access the call (e.g. “Jill your husband is on line 76” – Jill simply dials 76 on any phone and is connected to her husband.)
This essential phone feature allows users to transfer calls from their phone. 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.
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 (e.g. a support representative) or placed in a queue which can be answered by a specific agent (e.g. a 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, or for situations where additional agents can be of use.
Queued calls have numerous options and configurations associated with them. A few of them are as follows:
- Call recording
- Agent ring options
- Ring all agents
- Ring available agents only
- Ring certain agents only
- Alert agent how long a caller has been holding prior to answering call
- Call queue ‘weight’ to apply priority to calls from different queues, which would be answered by one group of agents (e.g. support calls are higher priority than sales)
- Fully customizable timing and messaging options (how long a caller waits on hold, how often to play a message, automated message which estimates on-hold time, and more…)
Call recording is a useful feature which enables a calling or called party to record a
conversation using their phone. Call recording can be set to always record, never record, or record strictly on an on-demand basis.
Call recording can be useful for training and/or quality assurance. Some jurisdictions/countries do not allow a call to be recorded without prior consent. Please check your local laws before recording a phone call.
We give you the ability to view all phone calls in a graphical interface. The system allows you to filter by date, extension, user, duration, and more. Totals are calculated based on the filter settings, and are displayed graphically in a number of ways.
This is useful for businesses who need to keep tabs on phone calls and certain individuals/extensions who cannot be directly observed or monitored constantly.
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 who just won’t give up, and more.
Your cell phone acts like your office extension and uses your office Caller ID to make telephone calls.
Class of Service
The Class of Service Administration module provides granular control at the extension level to access and set permissions of specific calling features of your PBX. These features include Outbound Routes, Feature Codes, Ring Groups, Queues, Conference Rooms, Voicemail Blast Groups and Paging.
Empowers your customers to find people in your organization easily and connect directly to their extension.
The conference room feature of the system works to create a meeting room where users (both internal and external) 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 it. 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 setup by contacting one or more parties via extension dialing. This type of conference, however, has restricted functionality and may not work with outside parties.
The Conference Pro module is an add-on to the existing conference module found in the system. This module allows end users to manage conference room settings from the user control panel. Admin users can also easily create conference room IVR’s and choose which rooms are a part of the conference room IVR.
Customer Relationship Management (CRM)*
The Customer Relationship Management (CRM) Link module is designed to allow you to connect your PBX to your support CRM software to push call history and caller information to your CRM and, in conjunction with Zulu, allow Click to Call from your CRM and Call Popups into your CRM on inbound calls.
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 specified to be listened to later.
This can be useful for many scenarios such as:
- Legal Proceedings
- Dictation (to be typed out at a later date)
- And more
Direct Inward System Access (DISA)
You call into the system, enter a pass-code; you now can call any extension or call outside as if you are at your desk.
Direct Inward System Access (DISA) is a system feature which allows a user to access the phone system from external sources. This feature allows users (for example, on a mobile device) to connect into 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 the 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 want 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.
Do Not Disturb
The Do Not Disturb feature allows users to set a condition on their handset phones which would automatically reject a call. This is somewhat similar to call forwarding, except that any incoming call will terminate to the users ‘busy’ voicemail. (Regular unanswered calls terminate to the ‘unavailable’ voicemail.) This feature is useful when a user is occupied with an important task and cannot afford to take a call. (e.g. important meeting, important task, eating lunch, etc…)
This feature has many inherent advantages, however due to requirements which necessitate the use of an external email server, subscription to our voicemail to email service may be mandatory in order for this feature to function.
Control which extensions can call other extensions.
This feature is controlled in the PBX User Panel.
Once enabled, the Follow Me feature will direct calls to alternate extensions/external destinations (such as mobile or landline) should a call persist (ring) longer than the defined number of seconds. At first, the system will ring the initial extension for the defined number of seconds (we recommend 15 seconds.) Once the defined duration expires, the system directs the call to ring the extension(s) and/or external destinations listed as Follow Me numbers. The call can be accepted or rejected by an external device (such as a mobile phone) without the caller having knowledge of this. A rejection will ultimately send the call to the first (original) extension’s busy voicemail.*
This feature ensures that a caller will never reach an external device’s voicemail system. This is extremely beneficial because this ensures that Follow Me destination voicemails (such as a mobile user’s personal voicemail) is never reached. Keep in mind that once a call is answered on an external device, it cannot be transferred back into the system (e.g. to an extension, ring group, call queue, etc…)
*The phone system is capable of routing the final (unanswered) call to many different destinations (such as voicemails, other extensions, IVR’s, call queues, and more.) This is an advanced feature of Follow Me and requires additional configuration.
Forwarding (to cell phone)
This feature allows calls which 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.
An example of this feature would be if a particular user had to leave the office for a given amount of time and wanted to receive their phone calls at another location.
Calls ring a series of phones all at once or round robin or in order, or least used.
Instant Call Control
The Call Flow Control feature is a unique feature which gives control over the routing of incoming calls with the use of feature codes. This feature is useful in a situation where an incoming number/route would need to be changed on-the-fly.
A good example of this feature in use would be when an office closes for the day. A receptionist (or user) simply dials the code (or presses the BLF button assigned to it) to enable or disable the Call Flow Control.
- When the Call Flow Control is enabled (green BLF), all incoming calls will be directed to the standard IVR (or extension 200 if no IVR is present).
- When Call Flow Control is disabled (red BLF), all incoming calls will be directed to an IVR which alerts the caller that the office is closed.
This IVR message should explain to the user that they may press “1” to leave a message with reception (extension 200 by default) or call back during regular business hours.
An intercom is a great feature to have in an environment where messages need to quickly be relayed to users across distances or offices. Paging/Intercom allows users to contact each other directly and immediately through the speakerphone (intercom and paging are automatically answered).
Intercom allows one user to contact another user (or users in a ring group) instantly. All parties are able to speak and listen to each other.
Paging allows one user to contact a group of users simultaneously. This differs from the intercom feature due to the fact that it is a one-way audio signal, meaning that those being paged cannot speak back to the pager.
These two features have many advantageous uses. One such use would be efficient in a large work environment such as a warehouse or large office. If a user had an important message to relay to the entire office, they would simply dial the page code which contacted all departments/offices, and speak the message. Everyone (save for those on the phone) would instantly be notified.
Software for your Android or Apple smart phone. Think of it as a line 2 on your cell phone. Make outbound calls and show your office Caller ID. Also see who is on the phone or log in/out of call queues.
Music On Hold
Music on Hold is a feature that plays music to callers who have been placed on hold or are currently in a call queue. This feature can be customized to play music pertaining to the demographic base of the callers, or simply present the callers with a number of custom recorded messages relating to the potential nature of the call.
An example of this would be to record a message to play every “X” seconds indicating that the call is “important to us and will be answered in priority sequence.”
Another option is to record a message which can be played to callers to inform them of a potential issue which has been made aware (e.g. “We are currently aware of the escaped monkeys and are working to apprehend them. If this call is not concerning the ravenous monkeys, then please continue holding.”)
The Office Hours feature makes it possible to route a call based on the time, day of the week, or month. This feature can be useful for routing calls differently after business hours, during weekends, holidays, etc. A good example of this feature in use would be to play to callers a message indicating that the business is currently closed. The message can inform the caller of the regular business hours and prompt them to leave a message or simply call back during business hours.
Outbound Call Limiting
The Outbound Call Limiting module allows you to place restrictions on how many times a number is called during a certain time period on a per outbound route basis
Paging- See Intercom (Paging)
PBX EndPoint Manager
With the Commercially Supported Sangoma PBX EndPoint Manager, you can use the GUI interface to directly auto-provision & configure over 150 popular desk phones, wireless phones, door phones, overhead paging devices, gateways and specialty devices from the following manufacturers: Aastra, Algo, AND, Audiocodes, Cisco, Cyberdata, Digium, Grandstream, Mitel, Panasonic, Polycom, Sangoma, Snom, Xorcom & Yealink.
This is a feature that can be accessed both externally and internally. When the directory is called, the caller is prompted to enter the first three letters of a user’s first or last name. The directory will then search and match the input to the most probable user and play back that user’s name for verification.
PIN Set Pro*
PIN Set Pro provides you greater flexibility in the deployment of security PIN Codes, allowing system administrators to assign PIN Codes directly to extensions and granularly control, per extensions, which outbound routes are allowed to be dialed without PIN codes.
If you use ACD/Queues, you need Queue Reports to help you make the most of your time! With Queue Reports, you are given insight into each and every one of your queues. Queue Reports gives you full control over what data is displayed for each type of report. It allows you to build custom templates for quick reporting. Each report type, such as “All Call Distribution by Queue,” has a list of columns that can be checked and unchecked for on-the-fly view customization.
Record / Record Button
Press to record your conversation, or press to disable “always on” automatic recording. The conversation goes to your email inbox as a .wav file.
(Call) Recording Reports
Tired of searching the system Call Detail Records for call recordings? Running out of storage on your system due to required archiving of call recordings? With the Call Recording Report Module you can view, sort, listen to, archive and download all recorded calls on your system.
Reporting (Call reports
A report on the call date/time, duration who talked to whom. Advanced reports show agent call center performance.
The system is capable of grouping together many extensions into a single dialed extension. For example, if there are sales agents with extensions 220, 221, 222, and 223, then it is possible to assign a ‘Sales’ ring group which, when dialed, will call all of the phones simultaneously.
Additional options can be configured such as: the ring strategy (ring all, ring sequentially, ring first available, and more), max ring time, announcement (to be played to the caller prior to dialing the group), whether to ring or play music, and more.
This feature is useful for IVR’s and call queues, as incoming calls can be directed to an entire department with ease. This can also be useful if you wish to contact a group of phones internally (technical support agents). It is as simple as assigning those phones to a ring group (such as 601), and dialing it from any system phone.
The system supports the ability to add Remote Users. A Remote User is a phone system user who is not located in the office, yet still connects and has the same functionality of an office user.
Remote Users allow an individual to work from anywhere in the world, and calls can be placed and received just as if they were sitting at a desk in the office. This is an extremely useful feature which can be taken advantage of in a multitude of situations and scenarios (e.g. employees working from home; employees who are often traveling; employees in another city, country, and more).
You can use software on your personal computer or smart phone and receive/make calls through your PBX.
UCP for EPM*
The UCP for EPM module allows for end users to use the User Control Panel (UCP) to change and override any buttons that were set up for their phone by the Commercial End Point Manager. An end user’s changes apply to his or her own phone as an override of the admin-created template.
Voicemail is perhaps one of the most known and used feature 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.
- ‘unavailable calls‘ – when calls are un-answered
- ‘busy calls‘ – when a user sets their phone to Do Not 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 VMX Locater for more information).
The system is capable of supporting hundreds of separate voicemail boxes. The system 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 feature is a subscribed feature which, 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 smart-phone device without having to physically use their desk-phone.
Voicemail audio messages are transcribed to text. Also called visual voice mail.
Virtual Queue Plus expands the options available in the PBX queues and allows you to assign dynamic queue penalty rules to escalate calls based on the length of hold time. VQ Plus also allows you to create Virtual Queues to manage queue behavior, as well as expand and customize caller destinations for callers routed through the virtual queues.
The Web Callback module allows you to easily add an HTML “Call Me” box to your website. Visitors simply put their phone number in to be connected with you, or a specific destination.
Does your company do outbound dialing? Would you like to automate the process? If so, Xact Dialer is for you. Simply start a campaign and choose where your calls will be routed. You have the option to route calls based on whether they are answered by a person or an answering machine. To make it even easier, you can also choose to get reports on your campaign daily or after the campaign completes. Stop dialing each individual number.
Zulu UC is a unified communications desktop program that interfaces with the system It provides call notifications, SMS, faxing capabilities and much more! Supported applications include Microsoft Outlook, Mozilla Firefox and Google Chrome.
*Optional feature at an added cost.