Telephone

A business phone is a critical tool for many organizations, providing a dedicated, reliable means of communication. The system is designed to manage internal and external calls efficiently within an organization. 

Call Handling:

• Call Forwarding: Redirects calls to different extensions or external numbers. 
• Call Routing: Directs incoming calls to the appropriate department or person based on predefined rules. 
• Call Transfer: Moves calls from one extension to another. 
• Call Holding and Waiting: Allows users to place calls on hold or manage multiple calls. 

Voicemail:

• Unified Voicemail: Voicemail messages are accessible from various devices or email.
• Voicemail-to-Email: Sends voicemail messages as audio files to email addresses.
• Personalized Greetings: Customizable voicemail greetings for different scenarios.

Conference Calling:

• Multi-Party Conferencing: Allows multiple participants to join a single call.
• Video Conferencing Integration: Often integrates with video conferencing tools for visual meetings.

Auto Attendant:

• Interactive Voice Response (IVR): Provides automated responses and call routing based on caller input.
• Menu Systems: Offers callers options to reach various departments or services.

Caller ID and Call Analytics:

• Caller ID: Displays the caller’s phone number and sometimes their name.
• Call Analytics: Tracks call volume, duration, and other metrics for performance analysis.

Integration with Other Systems:

• CRM Integration: Links with Customer Relationship Management systems to provide context and history for incoming calls.
• Email and Calendar Integration: Syncs with email and calendar systems for streamlined scheduling and communication.

Mobile and Remote Access:

• Mobile Apps: Allows employees to make and receive calls from their mobile devices using the business number.
• Remote Access: Supports remote work by enabling access to the system from various locations.

Scalability:

• Flexible Expansion: Easily adds or removes lines and features as the business grows or changes.

VoIP (Voice over Internet Protocol):

• Cost Efficiency: Uses Internet connections to make and receive calls, reducing long-distance call costs.
• High-Quality Audio: Often provides better sound quality compared to traditional phone lines.

Benefits

• Improved Communication Efficiency: Streamlines call management, reduces missed calls, and ensures that calls are directed to the right person or department.
• Enhanced Customer Experience: Features like auto attendants and IVR provide a professional image and help customers reach the right department quickly.
• Cost Savings: VoIP systems can lower communication costs, especially for long-distance or international calls, and reduce the need for multiple phone lines.
• Increased Flexibility: Mobile and remote access allow employees to stay connected from various locations, which is especially beneficial for businesses with remote or traveling staff.
• Better Management and Tracking: Call analytics and CRM integration provide valuable insights into call patterns and customer interactions, aiding in performance evaluation and decision-making.
• Scalability: Adapts easily to the changing needs of a business, whether expanding or downsizing, without requiring significant new infrastructure.
• Enhanced Collaboration: Features like conference calling and integration with other communication tools facilitate better teamwork and information sharing.

Available to

• Desk Phones: All active faculty staff and student organization offices. 
• SoftPhone: All active faculty staff and student organization offices. 
• VoiceMail: All active faculty staff and student organization offices. 

This service is provided at no additional cost to eligible* individuals or departments, as it is fully funded by the institution.

*Questions on eligibility, please contact the ITS Service Desk*