Overview
Features
Built on the powerful voice capabilities of our market proven cloud platform, Fonality enterprise solutions deliver the services your business needs to stay ahead of the competition. A complete customizable and on-demand suite of powerful features at your fingertips.
Auto-Attendant/Receptionist
This feature lets callers "Press 1 for Support" or "Press 2 for Sales." Auto-Attendant is as easy to use as it is powerful. With simple clicks of the mouse you can manage call flow, build scheduled responses, forward calls off-site, and more.
Groups & Permissions
Create custom extension groups based on departments or any other organizational structure. Groups allow you to give some employees permission based features while restricting others.
Scheduler & Night Mode
Want to play different messages to callers at different times of the day? Or perhaps you want an entirely different Call Menu on nights, weekends and holidays, with different options for your callers to choose from. Use Fonality's intuitive Scheduler to create and apply schedules that will make your phone system work for you.
Music-on-Hold
Music On Hold (MOH) is as simple as uploading MP3 files using the web-based administration panel. Use MOH creatively to highlight promotions for new customers, up sell current customers, or calm angry customers calling your support team.
Dial-by-name Directory
Fonality comes preconfigured with a professional "spell-by-last-name" directory. Callers are simply prompted to "spell the first three letters of the party's first or last name" and then automatically connected to the requested extension. Don't want to be in the Name Directory? No problem. The administrator can easily exclude specific extensions.
Custom Voice Prompts
This feature gives you the ability to upload highly professional prerecorded voice prompts when simple recordings from your phone just won't do.
Paperless Fax
Send & receive faxes directly from your email inbox and mobile devices. Each paperless fax line also gives users their own direct dial or toll free number allowing them to receive faxes from traditional machines.
Visual Conference Bridges
Add conference bridges to your Fonality service, and save money on expensive conferencing services. Conference bridges work just like extensions but require a pass code to enter. When used with Fonality's desktop communication app you have the ability to view all conference bridges, conference call attendees, and expel unwanted callers.
Virtual Extensions
Use virtual extensions to route calls to a virtual mailbox to collect messages or inquiries, or forward calls to any other number or extension.
Private Multi-Site Networking
Link multiple locations into a single system for simple management and free office-to-office extension calling.
Onsite Redundancy
Fonality's Redundancy module can add a level of reliability and minimize downtime in case of a system failure or emergency.
Web Management
Manage and administer your phone system anywhere you have Internet access. Make moves, additions, or changes quickly and easily with the intuitive web interface. Users can view call logs, voicemails, and manage personal configurations.
Click-to-Call
Click-to-Call is a plug-in for the Firefox web browser that turns any phone number on any web site into a click-to-call link. Click the link and your phone will automatically dial - it's that simple. Click-to-Call will even take your Aastra and Polycom off-hook so the whole experience is hands-free. Use Click-to-Call with CRM software for instant productivity gains.
Call Forwarding
Users can use their personal Web Admin Panel to enable automatic call forwarding to an internal extension or external number based on any number of rules. Rules include "Busy", "On no answer", "Unconditional", and "On Internet Outage"
Call Transfer
Route calls with ease whether from extension to extension or extension to PSTN. When using Fonality's desktop communications app simply drag and drop calls to transfer calls between employees.
Call Parking
When using Fonality's desktop communications app, all employees have the ability to view calls that are currently parked, tag parked calls with reminder notes, and drag calls between extensions, on-hold areas, and the parking area.
Call Screening
Call screening allows you to talk to who you want, when you want. When you enable FindMe® on your extension, you can optionally use call screening to screen the calls that are forwarded to your mobile, home, or other phone numbers. Before the call is forwarded, the voice prompt will ask the caller to record their name, and that recording will be played to you before you accept the incoming call. Fonality takes call screening to the next level!
Photo Caller ID
Fonality gives users the ability upload personal photos that will be visible to other users and employees.
Drag & Drop Calling
Instantly place a call by selecting a phone number in any file or application and dragging it into Fonality's desktop communication application.
Visual Voicemail
The visual voicemail component enables users to play, delete, and flag their voicemails, in addition to calling the user back, initiating a chat with the user, or adding the user to Outlook. Visual Voicemail also supports Photo Caller-ID, allowing you to see that befitting smirk while they are yelling at you.
Voicemail & Voicemail-to-email
Fonality comes with over 600 hours of voicemail storage, as well as all the advanced features you would expect from a premium phone system. One-touch from your office phone. Dial in remotely from any phone. Voicemail to email via .wav files. Online access via the web control panel.
Paging & Intercom
Page (One-way) or Intercom (Two-way) employees quickly and easily by simply creating groups.
Desktop Alerts
Desktop alerts show the phone number (if available) or names of people stored in your Outlook contacts for all incoming calls to your extension. Answer, ignore, or send the call to voicemail directly from the desktop alert. You can also choose to display this alert when making outbound calls.
Instant Messaging Client
Employees can send instant messages on your own private chat network. This feature is perfect for companies that have turned off external chat as a time-saver and call centers that want to text-whisper to agents while on the phone. All chat messages are encrypted by industry standard SSL 128 bit encryption.
FindMe Call Forwarding
Allow callers to find you wherever you are: on your cell phone, at home, or at a branch office, based on rules you create. Make FindMe work for you with various features such as a scheduler, simultaneous ringing, and privileged lists.
Boomerang Mobile Integration
With Boomerang have the option to send calls forwarded to your mobile right back to your office extension.
Mobile Presence
Mobile presence provides a visual presence to other users when a contact's cell phone is connected to the system. Users are prompted with the Busy Ring-Back™ dialog when attempting to call a contact who is on their mobile.
Unlimited Call Queues
Create and use call queues to distribute calls evenly to a group of employees or team of agents. Call queues also allow you to create personalized hold messages, as well as set hold and call limits.
Full Features A.C.D.
Fonality's full features ACD allows you to customize your call queue distribution even further. Distribute queue calls via several pre-configured rules such as ring all, ring random, or ring in order.
Skills-based Routing
Assign each agent a priority, and your queue will distribute calls to them accordingly. This means you can pass more leads to your star closer, or pass fewer leads to your underperformers. PBXtra has an additional layer of prioritization based on agent order. This means you can have similarly skilled agents who receive calls in an ordered round-robin fashion.
Graphical Queue Reports
View graphical reports on every detail of your queues, such as abandoned calls, completed calls, hold time, average call length, agent productivity, and much more. Also view graphs of call volume and call completion by day, weekday, or even hourly average. These averaged reports are great tools for proper staffing predictions for your call centre!
Agent Call Recording
Choose an agent, and select how many of their calls you want to record. Call recordings capture agent name, agent extension, date, time, Caller-ID, DNIS and file size. Using our web-based interface, you can then listen to calls right from your computer speakers, or download them to your local drive.
Realtime Queue Stats
Would you like to know how many callers are in your queues? Need to know which agents are logged in? Need to know which of your agents is already on a call? When using Fonality's desktop communications app, get answers all of these questions in real-time, helping you to manage your queues more effectively.
Monitor, Barge & Whisper
Actively barge or passively monitor any inbound or outbound call. By managing groups and permissions you can grant a specific group the ability to barge/monitor another specific group.
Ringing & Abandoned Call Alerts
Be proactive by receiving abandoned call alerts in real-time. When a queue call is ringing or abandoned participating mangers or agents will receive a Desktop Alert informing them of such.
Agent Broadcast Alerts
Managers now have the ability to send out broadcast messages to their agents. Get them to work harder or congratulate them on a job well done.
Advanced CRM Integration
Advanced CRM integration enables your CRM and Fonality phone system to work as one. Automatically launch all matching CRM records, and quickly give your employees the information they need to help customers more quickly and efficiently.
Professional Services
Let Fonality's team of qualified Professional Service engineers put their years of experience to work for you. Whether you need help delivering applications or customized functionality, Fonality has been delivering custom market proven solutions for years.
24/7 Emergency Support
If your system goes down, you don't have a dial tone, or you can't make calls for any reason, Fonality is here to help 24 hours a day, 7 days a week.
Market Proven Reliability
If your phone system is down, you're out of business. Every minute of downtime can mean thousands in lost sales and customer goodwill. Fonality doesn't just back up your data so it can be restored in an emergency, it is proactively monitoring your system to eliminate downtime through built-in redundancy and fault tolerance.
Worry-free Maintenance
With Fonality you no longer need to pay for support and upgrade of your system. Receive free software patches for critical updates on all supported systems.
Copyright 2011 Fonality, Inc