AGC Phone System Features

Call Conferencing

Conference Bridges: Multiple on-site and outside callers can simultaneously participate in password-protected conference calls. Callers can be assigned “talk/listen” or “listen only” status.

Three-way Conference Call: After making or receiving a call, a user may “conference in” any third party to enact the three-way call.

Call Management

Attended Transfer: Transfer a call to an extension or phone number after announcing the party to be transferred.

Auto Attendant Answering: Setup a telephone number that dials directly to an Auto Attendant. Callers are then presented with predefined options via the Auto Attendant feature.

Automatic Call Distribution (ACD): Used to route calls in a call center to the appropriate agents based on factors such as time availability, behavior, and priority levels.

Barge: Allows you to listen in on a selected extension and speak to the internal caller, but not be heard by the external caller.

Burstable Virtual Call Paths: Call Paths are “burstable,” meaning you can configure your Hosted PBX to give extra call paths “on demand” to deliver additional calls beyond the number of paths purchased—up to 10 additional paths. The system will automatically track and bill the customers for the extra call paths and they will have use of the additional call paths for the remainder of the billing period.

Busy Call Forwarding: Automatically forwards your calls to an extension, group, or phone number when your phone is busy.

Call Forwarding: Forward calls via the portal, or via your device or softphone. Calls may be forwarded to any extension or phone number. Device or softphone forwarding functionality may vary by manufacturer.

Call Hold: Place calls on hold and play music or a commercial while a caller is on hold.

Call Park: Unlike a call placed on hold, a parked call may be picked up at another extension.

Call Queue: Call Queues are used to route calls on a first-in, first-out basis to the appropriate extension or groups. These extensions can be agents logged into the system. Call Queues are commonly used with an ACD where callers hear an announcement such as “Thank you for calling, all available agents are busy, please hold for the next available agent, or press ‘1’ to leave a message.” When the call is ready to be routed, the ACD handles the routing rules.

Call Recording: Selectively record calls for training or documentation purposes. Includes on-demand call recording codes (ex: *8 to pause call recording and *9 to start call recording). Call Recording requires a dedicated server in the cloud.

Call Routing Time Frames: Allows routing decisions based on time and date. Multiple schedules can be configured from departments with different hours of operation (e.g. business hours, after hours, and holiday hours).

Call Waiting Indicator: Indicates an incoming call (and Caller ID if available) while another call is in process.

Caller ID: Customize the appearance of your outgoing Caller ID by outgoing number or extension.

Caller ID Blocking: Disable Caller ID for all outbound calls made from your Hosted PBX.

Caller ID Routing: Enables the creation of one or more inbound call routing tables that route to a particular destination, based on Caller ID. A Caller ID Route matches either a call’s Caller ID name or number, and then uses a predetermined call route to deliver the call to its destination.

Cloud Extensions: Cloud Extensions are used to route a call to a specific destination without the use of a physical device/endpoint (Voicemail, Outside Number, Ring Group, etc.). Since there is no endpoint with a Cloud Extension, it cannot be placed in a ring group.

Direct Inward Dialing (DID): Set up a telephone number to dial directly to a device or extension.

Direct Inward System Access (DISA): Allows remote users to dial into their hosted PBX from an outside line and make outbound calls that will display Caller ID information from a DID within their office.

Directed Call Pickup: Allows users to dial *8 plus an extension number to answer a call ringing at that extension. This feature does not work with a Group or Queue call.

Disable Outbound Dialing: Disable Outbound Dialing for specific extensions.

Do Not Disturb: A device or softphone feature that simulates a phone being off-the-hook and sends incoming calls directly into voicemail.  Other routing options are also available.

Find Me (Digital Assistant): Set up a personal assistant to find you at up to five locations. This feature is configured per extension and offers multiple options to route calls once they have reached the given extension. Callers are prompted to announce themselves and are given the option to try the next location or to leave a message.

Forward Calls Locally or Remotely (via Phone or Web): Call Forwarding is easy to set up and manage from your desktop or on thego.

Incoming Call Blocking: “Blacklist” phone numbers to block them from calling your Hosted PBX.

Incoming Call Identification: Identify incoming calls by modifying the Caller ID to display Call Routing information.

Incoming Caller ID Routing: Route calls based on incoming Caller ID to any Auto Attendant, extension, Ring Group, phone number, ACD, or Call Queue.

Incoming Privacy Screening: Force callers with “No Caller ID” or “Blocked Caller ID” to enter a number that will be presented as their Caller ID.

Listen Live: Allows you to listen in on a selected extension, but not speak.

Live Person Answering: Set up a telephone number to ring a specific extension or a Ring Group—sequentially or simultaneously. This option enables your company to use a live person to answer the caller instead of an Auto Attendant.

Multicast Paging: A device feature that allows announcements through the loudspeakers of a group of phones or extensions. Phone specific; check per brand or model.

No Answer Call Forwarding: Automatically forwards your calls to an extension, group, or phone number when you do not answer your phone.

Office Intercom: Dial another user’s extension and activate their phone speaker to make an announcement. Phone specific; check per brand or model.

One Button Redial: A device or softphone feature that redials the last number dialed by the extension user. Not all phones support this feature.

One- to Six-Digit Extension Dialing: Hosted PBX extensions can consist of one to six digits.

Outbound Dialing Rules: Configure which types of outbound calls users can make.

Outgoing Call Blocking: Prevent calls to specific numbers or services (e.g. a 1-900 number).

Premium Call Recording: Record incoming and outgoing calls either by default or on demand. Choose which extensions get recorded automatically, which ones can use on demand, and which ones don’t get recorded at all from your company portal. You can also see, search, listen to, and download all call recordings generated from a single screen. By default, we store recordings for 90 days; you also have the ability to offload files to an SFTP server.

Ring Groups: Enable multiple extensions to be joined as a group, and then route calls sequentially or simultaneously to that group.

Shared Virtual Call Paths: Virtual Call Paths  deliver calls to and from the PSTN to either hosted endpoints or SIP Trunks. They are shared by all endpoints on a Hosted PBX, regardless of location. Customers can purchase any number of call paths to suit their needs and are limited only by budget constraints and bandwidth consumption (typically, 80 Kbps per call).

Speed Dial: A device or softphone feature that automates the dialing of a predetermined  phone number.

Unattended Transfer: Transfer a call to another extension, group, or phone number without announcing the party being transferred.

Voicemail: Associate a voice mailbox with an extension or use an announce-only voice mailbox to provide customers with a prerecorded message when they choose an option through an Auto Attendant or extension.