Features Overview

Callflow is a feature-rich virtual phone system that includes voice menus, voice mail to email, conferencing, queuing, time and caller routing, internal extensions, dial tone access and more. With our vast selection of local and toll-free numbers in over 90 countries, you will create a truly global voice presence.

 
 

Voice Menu

CallFlow and allows callers to interact with CallFlow by pressing keys on their own phone. This means that callers can route their calls to the correct agents or departments and receive the information that they need, 24 hours a day, without the need of costly human agents. For a business, the implementation of a Voice Menu will greatly improve its customers’ experience and reduce its operating costs.

CallFlow allows you to customize your Voice Menus by recording or uploading custom messages that are played to the caller. Typically, this message would include information pertaining to extension numbers to connect with people or departments.

 
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Multi-Zone Time Router

Time Router feature allows you to specify where calls should be routed at specific periods of the day and/or specific days of the week. Many businesses have staff member who may only be available at certain times of the day or are located in different time zones. For example, you may have a call center that operates during regular business hours and another that process calls after hours and on the weekends. Time router will automatically route calls based on your selected settings, greatly increasing the operational efficiency of your organization.

 
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Caller ID Routing

Caller ID Routing allows incoming calls to be forwarded to the appropriate employee, voice menu or business location, depending on the originating phone number. For example, you may require that calls from specific customers be directed to your personal mobile phone, or sales calls from different geographic locations be automatically directed to local sales agents.

 

Unified Voicemail

Unified VoicEmail is a mailbox in which callers may leave voice messages, similar to a home answering machine. In the case of phone.systems™, recorded messages are immediately forwarded as a voice file attachment to an email address that you specify, allowing you to retrieve voice messages wherever you are.

CallFlow allows you to record or upload custom messages that are played to the caller when you are not available to answer the call. This message can give instructions to the caller to leave a voice message or may provide other available options, such as listing alternative contact phone numbers.

 

Text To Speech and Audio Playback

CallFlow includes an advanced text-to-speech feature that allows you to enter text that will be converted into speech, enabling you to create and play voice messages that are appropriate for your global voice footprint. Over forty different languages are currently supported, and auto-fill fields (caller’s number and called number) are included to allow you to automatically and dynamically play messages that include important call details.

 

Real Time Notification

Notifications are used to provide you with alerts when specified events occur within the CallFlow system, allowing you to manage these events appropriately and maintain full control over your voice system. For example, you may wish to be notified when voice mail is available, when a caller joins a conference or when a fax is received.

You also may select the method of notification, either by SMS or by email. In addition, CallFlow allows you to provide customized notification text that includes “auto-fill” fields, such as the caller’s number or the called number.

 

Queue

Queues allow you to manage and process a large number of incoming calls (e.g in a call center). Typically, these callers need to be connected with a particular department, such as sales or support. Incoming calls are queued, and then the calls are distributed to the agents logged into that queue. When using phone.systems™, these agents may be either locally or remotely located, and they may even receive calls while traveling.

Queues fulfill a critical and necessary function in many businesses and must therefore be feature-rich and flexible. When using queues with CallFlow, we offer a selection of ring strategies that are used to define how calls are distributed between queue members, options for playing music-on-hold or other messages to queued callers, and a configurable timer that defines the maximum time that a caller may wait in a queue until the call is sent to the voice mail.

 

Call Recording

This feature allows you to silently record phone calls in real-time. The call contents are sent to a predefined email address as a voice file attachment after the termination of each call. Call recording is useful in many situations, including reviewing the contents of calls for legal or other reasons, improving customer service, assisting with staff training and compliance with regulatory requirements.

 
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Conference Room

Conference Room feature allows a group of 10 people to participate in phone call, forming a virtual meeting room. Each person will be able to speak and listen to the group, allowing you to host events such as training programs and team meetings.

CallFlow includes integrated conferencing facilities, allowing you to hold conferences without involving a third-party provider. Conferences are easily set up at your convenience, and access is restricted to participants who have the appropriate PIN code before they are allowed to join the conference.