Enhance Business Call Management Processes in Your Call Center
What is Business Call Management?
Business call management is one of the many beneficial phone service tools offered by GoToConnect as part of our VoIP solution and cloud PBX phone system. The call management system features include shared line appearance, advanced ring strategies, a missed call indicator, call recording, auto-attendant, and more.
As part of your company's call handling strategy, you can use these tools to improve the overall customer experience while adding greater in-house efficiency and productivity.
Advantages of Business Call Management
GoToConnect's call management software offers many advantages to businesses of all sizes, call centers, and departments, such as your company's sales team.
All call center software tools are included in the GoToConnect VoIP service package. That means no additional costs or investments in expensive hardware or software to enjoy features like call recording, call transfer, and responsive technical support.
The advanced call management solution works with all types of outbound business calls and inbound call paths. The solution also integrates with toll-free numbers, local numbers, multiple extensions, and a wide range of devices like a smartphone.
All call management features are designed to work with your remote workforce. Team members can use landlines or mobile devices to always stay connected.
Versatile and Scalable
The call management platform works with other software, including CRM integration to help your sales team. Because customer calls increase as your business grows, the platform is capable of scaling and handling larger call volumes.
Why Choose GoToConnect?
Shared Line Appearance
The shared line appearance feature allows multiple business phones to share a single extension. This makes it easy to move calls between phones, intercept calls, and place callers on hold for a shared participant to pick up. With the shared line appearance feature, an office can run smoothly and protect the boss and co-workers from unnecessary phone interruptions.
For example, as an executive assistant, having your boss's line on your phone, you can screen your boss's calls. If you're not sure if the call passes your screening test, you can put the caller on hold while you intercom your boss.
Advanced Ring Strategies
Your ring strategies can be customized to fit your business needs. For example, two or more phones on your phone system can ring simultaneously, or individual extensions in your contact center can be set to ring three, four, or five times before a call rolls over to another line, dial plan, cell phone, or call queue. There are no limits to the number of steps or call paths for extensions that can be part of your ring strategy. Alternate ring strategies could bet set up for times when the office is closed, including pushing calls to your cell phone.
If you own a small business and have an administrative assistant who only works 9-to-5 on weekdays, then you could set up a ring strategy that initially rings at the front desk for four rings and then rings three times on another phone.
Do Not Disturb
The Do Not Disturb (DND) feature is a button on the phone that will easily allow you to make yourself unavailable to an inbound caller. When your phone is set to Do Not Disturb, all calls automatically go to voicemail without the phone even ringing. The only disruptions you receive when your phone is set to Do Not Disturb are from incoming pages or intercom messages. To set to Do Not Disturb, toggle DND on your phone or in the online portal.
This feature is beneficial if you are in an important meeting and don't want to be disturbed.
Missed Call Indicator
The missed call indicator feature lets you know you're missing an incoming call by sending a blinking green light to your phone. This feature is independent of the voicemail-to-email feature.
Even with the Find Me/Follow Me feature, you may still miss an occasional call. For example, this may happen if you put your phone on silent during a meeting. The missed call indicator helps to alert you to the fact that someone is trying to reach you.
Also known as the emergency notification feature, E911 automatically associates a physical address with the outbound caller's telephone number and routes calls in real-time to the most appropriate Public Safety Answering Point (PSAP) for that address. It displays the dialer's address and information to the operator immediately upon call arrival. E911 services can send the actual room or office number as part of the dialing process.
In the panic of an emergency, E911 is critical because important details like an address might slip someone's mind, or a visitor to a building may not know the address when they place the emergency phone call.
Easily host a conference call with up to ten attendees.
Inbound Call Filters
Allow calls to be routed based on the incoming caller ID.
Enables users to blacklist a phone number.
See when a second call is coming in while on an active call.
Get your call connected to the correct endpoint.
Forward your extension to any cell phone, landline, or co-worker.
- Can multiple phone lines share a single extension?
Yes, using the shared line appearance features allows multiple phone lines to share a single extension.
- Is it possible to customize ring strategies?
Yes, you can customize ring strategies so that two or more phones can ring simultaneously, for example. Or, you can use many other possible ring strategies to improve inbound call response time.
- Can you set a phone extension so that no one disturbs that agent?
Yes, you can use the Do Not Disturb (DND) feature, which is a button on the phone that the agent can choose when they don't want to be interrupted.
- Is the missed call indicator part of the voicemail-to-email feature?
No, it is independent of the voicemail-to-email feature.
- For the emergency notification tool, do I need anything to ensure the address sent to the authorities is accurate?
In order to provide reliable E911 services, we require customers to fill out and return a change request form each time phone numbers are added, dropped, or changed. Anytime a phone is moved to a new location, that location should be registered so authorities will have the most accurate location to address the emergency.