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The 5 VoIP Features Businesses Should Never Ignore
December 1st, 2016

The 5 VoIP Features Businesses Should Never Ignore

Hailee Franco

Voice over Internet Protocol (VoIP) is the phone system of choice for more than half of all businesses across the globe. It works well for both large corporations and small companies, can lower compan...

Voice over Internet Protocol (VoIP) is the phone system of choice for more than half of all businesses across the globe. It works well for both large corporations and small companies, can lower company costs, and is compatible with multiple devices. These services offer a number of features that can greatly benefit businesses in a number of ways. However, many of these features are often overlooked by companies. The following are 5 VoIP features that businesses should never ignore.

Call queue management

This feature is especially important for businesses with support or customer service departments. It works by putting callers into a queue based on prompts they entered when initially making the call. This helps the business by directing the call to the right department and identifying which calls are the most important. When callers are on hold, call queue management provides entertainment like hold music or information on products and services. It also enables the company to manage large call volumes by showing agents how many callers are currently on hold.

Admin portal

The admin portal provides a customizable dashboard that the company’s administrator can use to manage the phone system. It can be used to add or remove users, create quick dial extensions, change user permissions, view employee call activity etc. The administrator can also adjust the system to meet the needs of their business for things like on-premise PBX, Hosted PBX, and Toll-Free Numbers.

Performance/Call monitoring

Performance monitoring is an essential feature of any VoIP service. It allows admins to view the call activity for every extension, including the time spent on calls and who they are communicating with. Monitoring also tracks monthly billing and account updates. Custom reports can be built based on phone call analytics. Call monitoring differs from performance monitoring in that it allows authorized users to monitor calls. Users can listen to a call, give advice to the employee while they are on the call and join a call when the employee needs assistance. This is a great tool for companies who are working to train new employees and helps improve call quality over time.

Auto Attendant/Virtual receptionist

The Auto Attendant can help small business look bigger by using a virtual receptionist to answer incoming calls. It then works to route callers to right person the first time they call. It does this by allowing them to choose a department, employee name or extension. If they aren’t sure, customers can also listen to a company directory for options. The Auto Attendant can be customized to play different messages based on operating hours. Greetings can also be updated whenever a change needs to be made.

Call blocking

Call blocking can be used to cut down on the amount of unwanted calls. Companies can block inbound and outbound calls based on certain criteria like 411 calls, specific area codes, or international numbers. This is important as these calls often cost money and create downtime when bots are used to make Denial of Service attacks on phone networks.

Businesses who want to use their VoIP to the best of its ability should embrace the five features discussed above. By doing so companies will look more professional, create less downtime and manage employees more effectively. The best part is most of these features come standard with every VoIP service and can be seamlessly added to the phone system at any time.

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