Service Company VoIP Telephone System

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Automated On-call System

Replace expensive and inconsistent answering services!

You maintain your on-call rotation in your company Outllook or Google calendar.

Your customer calls are transferred to:
  • your scheduled on-call technician.
  • your backup staff.
  • or a voicemail box. Your techician is text notified.
Customer caller ID is sent to:
  • a group service text message. Responding tech sends group an "I got it" text.
  • billing or service managers can be notified for possible review.
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Text Message Enabled Landline

Customer Texts provide very efficient service intake! 

We can text-enable your office landline telephone number to send and receive text messages. Your text phone number is your main voice telephone number!

We have several text solutions as listed at text message.

 

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Call Queuing (Reports)

Never say "Hello, please hold" 

Service companies experience high call volumes. (HVAC company and it's 100 degrees outside)

The caller is soothed with "comfort" messages such as:

  • Estimated hold time.
  • Position in queue. ("There are two calls ahead of you")
  • Messages such as "You may also text our main number for assistance"
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Easy Audio Conference

One local number - You are assigned a unique local telephone number.

Secure - The system runs in the Infotel Systems data center. We are close to you!

Recordings - We can legally record the conference audio and provide transcripts.

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Call Audio Recording w/ AI

Did the technican or customer really say that?

We can record call audio from your desk phones or cell phones and add them as a clickable hyperlink to the report above!

We can also listen and alert for spoken keywords.

 

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Call Detail Reports

Reports show the telephone calls made from/to your office phones and mobile apps.

You can view a complete history of calls and search by;

  • date, date range
  • number called
  • caller ID
  • call notes
  • account code (service ticket #) 
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Wireless Phones & Headsets

Your receptionist is now a mobile office manager

Your desk phone and cordless are the same extension. You can roam the office, go to the warehouse or outside and still stay connected.

Headsets allow for answer, mute and hang-up. 

Range is 300 feet from base station.

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Text Y'All 

Managers text the entire group. Staff replies are only sent to managers.

Consider the unwanted responses of sending a group text such as:

  • "Pizza will be here @ 12 noon today"
  • "Who has a 4 wheel drive if we close for snow tomorrow?"
  • (Don't send the defense department attack plans to the press!)

See all of our text message solutions.

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Technician Personal Cell Phone App

Duplicates their office extension as a "line 2". Eliminate business cell phones ! 

This Apple or Android app provides the features of your office phones to include:

  • App users can call customers and show the office main number.
  • Staff can answer texts sent to your main office land line.
  • Call Parking is as follows
    • An urgent phone call for a field tech is answered at the office.
    • The call held on "Park 2".
    • Tech is intercomed to pickup "Park 2" to take call.
  • Extension status
    • White is an idle extension. Press to intercom.
    • Red is a busy extension.
  • All technician mobile phone calls are logged and audio recorded for quality assurance. 
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Voicemail AI Transciption

Review your voicemail messages like an email.

  • transcribe voicemail messages or call recordings to text.
  • get a sentiment score such as happiness, anger or sadness.
  • Critical sentiments such as "angry" are flagged as an urgent email.
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CRM Integrated Call Routing

We can integrate with any web based or SQL / MySQL server based CRM to provide;

  • Click a displayed telephone number to dial.
  • Screen-pop a contact on inbound call.
  • Route incoming call based on customer record such as open service orders. 

Outbound (as pictured to left) click telephone number to dial, system prompts to "journal".

Inbound when a customer with open service ticket calls Infotel Systems @ 804-2600;

  • pull ups the customer record and finds the open service order
  • bypasses the AA menu options, assumes the call is regarding the open service ticket
  • Greets customer and says "I see you have an open service ticket..."
  • Transfers customer direct to service queue (where we answer within 15 second ring time)
  • Marks telephone call detail record / audio recording with the ticket number for future review