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.

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.

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.

Groups & Permissions

Create custom extension groups based on departments or any other organisational structure. Groups allow you to give some employees permission based features while restricting others.

Mulit-location Integration

Link multiple locations into a single system for simple management and free office-to-office extension calling.

Conference Rooms

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.

Inbound 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 personalised hold messages, as well as set hold and call limits.

Automatic Call Distribution

Link multiple locations into a single system for simple management and free office-to-office extension calling.

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.

Call/Employee Status

See the status of all employees when using Fonality’s desktop presence management application. Have the ability to see who is on a call, the type of call, and the caller information.

Call Monitor & Barge

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.

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 center!

Anywhere 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.

Call/Employee Status

See the status of all employees when using Fonality’s desktop presence management application. Have the ability to see who is on a call, the type of call, and the caller information.

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.

Mulit-location Integration

Link multiple locations into a single system for simple management and free office-to-office extension calling.

Conference Rooms

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.

Intelligent Call Routing

Fonality's full features ACD allows you to customise your call queue distribution even further. Distribute queue calls via several pre-configured rules such as ring all, ring random, or ring in order.

Real-time Call Centre Dashboards & Reporting

Get vital call centre metrics in real-time directly on your desktop, helping you to manage your queues more effectively and meet your SLAs.

Remote Agent Support

Whether on cell phones or analog home phone, agents can remotely log in and out and seamlessly participate in call queues.

Advanced CRM Integration

Gain out-of-box integration with web-based CRM systems including screen pops and click-to-call functionality. Compatible CRM systems include Salesforce.com and Sugar CRM.

Multiple Office/location Integration

Link multiple locations into a single system for simple management and free office-to-office extension calling.

Advanced Call Forwarding

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/Employee Status & Mobile Presence

See the status of all employees when using Fonality's desktop presence management application. Have the ability to see who is on a call, the type of call, and the caller information.

Conference Rooms

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.

Outlook Integration

Automatically integrate Outlook contacts with your Fonality phone system, or import all phone systems contacts into your Outlook contact list. Simply right click your mouse to initiate a call within Outlook or any email.

Enterprise Chat & Chat Logging

Fonality Unified Communication suite includes an integrated employee chat feature. Store all Fonality chat client conversations to a central database.

Call/Employee Status & Presence

See the status of all employees when using Fonality's desktop presence management application. Have the ability to see who is on a call, the type of call, and the caller information.

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 goodwill. Virtual PBX® doesn't just back up your data so it can be restored in an emergency, it tries to eliminate downtime through built-in redundancy and fault tolerance. We've demonstrated over five 9's of system reliability (99.999%) for over four years.

24/7 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.

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 customised functionality, Fonality has been delivering custom market proven solutions for years.