Ways to Use VoIP Services

There are different ways to use VoIP for business and our systems are able to meet most of them, because our systems are adaptable and easily configurable.

Case Study 1 in ways to use VoIP Services

ABC Limited have six members of staff.  Two of them work permanently in the same office in Manchester and one member of staff works part time in an office in London.  There is also another member of staff who works part time at home and one who works the majority of time on the road. This person also works from home. Lastly, there is a member of staff who works from their home office in France.

Calls come in via 3 different telephone numbers serving 3 different markets, UK, France and USA. Each country has their own phone number because customers prefer calling numbers that are familiar to them.

UK Callers call the London 0207 number and all six users phones ring at the same time. It even rings on the boss’s mobile number. One member of staff picks up the call, and decides that a colleague is better placed to deal with the call. The caller is transferred to the colleague who picks it up on his smartphone app.

French callers call the French number. The call is routed to the staff member based in France, because they are fluent in French and are most familiar with the French market. The staff member is busy on another call, so the call automatically moves to a different group of staff who are primed to take overflow French calls. The call is picked up, however the caller wants to speak to the boss.  However, the boss is only available on their mobile, so the call is transferred to their mobile phone number.

USA callers tend to call in the afternoon and the evening via the New York phone number. The call is routed to two staff members (one in London, and the other in Manchester).  They take the calls because they are familiar with the USA market.

At all other times it rings the boss’s mobile and because it alerts him to the nature of the call (using Call Whisper), he is able to give an appropriate salutation.

Case Study 2 in ways to use VoIP Services

XYZ Limited have a business based in Oxford but have customers all over the UK. Customers either call in via their long established 01865 number or call via other UK phone numbers. These numbers have been setup to serve specific regions and large cities around the country. XYZ Ltd also have an 0330 number that is used as a national number for customers and suppliers to call.

When callers place a call via any of the numbers they are presented with a voice menu. This gives them the options to press dependent on the nature and type of call:

• Press 1 for New Customers, Press 2 for Existing Customers

• Press 3 for Accounts and Press 4 for Suppliers

• And Press 5 if you know the extension number of the person you wish to speak to

Each option goes to a specific group of staff members and each of these has overflow capabilities. They allow calls to be sent to other groups because the first group is busy. The groups have a welcome message and some have other voice menu options.

Staff members have their own extension numbers and managers and team leaders are given Direct Dial numbers. This is useful because they can be contacted directly and without the need to go through the menu system.

During office hours the phone system allows callers to access the voice menus. When the office shuts at 6pm all calls are sent to an Out of Hours Voicemail. This announces the office opening hours and gives an option to leave a voicemail message. If the call is urgent or an emergency the caller can choose to be connected to the on-call staff member. This member of staff has a handset setup at home.

The caller’s call is also sent to the on-call staff member’s mobile phone number simultaneously. If the staff member is busy and they missed the call, the call is sent to an emergency call voicemail box. The system then sends an email to the on-call staff member with a recording of the voice message attached. The system also automatically transcribes it into words in an email.

Staff can make outgoing calls and can choose any one of the available phone numbers to be their outgoing Caller ID. This is only possible when calling from the apps and a VoIP handset.

Case Study 3

CFK Partnership run a very busy fast food restaurant with delivery and takeaway facilities. It is a family run business and many family members help out answering the calls for orders.

The business has an Edinburgh 0131 phone number but serves many surrounding areas. The business has setup different phone numbers to cater for those other local areas within a 25km radius

• 01875 Tranent
• 01383 Dunfermline
• 01592 Kirkcaldy
• 01968 Penicuik and
• 01506 Bathgate.

Callers ring in on any of the phone numbers. This rings the handsets of all the family members who are available to take the call and also the handsets in the restaurant.

Whoever picks up the call gets told which phone number the caller has rung before they connect to the caller.  This is useful because it helps them to advise the customer by setting out delivery and collection wait times.

If taking sensitive details over the phone, the person receiving the call can pause and resume call recording. This is useful because this helps comply with GDPR. They can also play pre-recorded audio files on demand to the caller.  This saves time and helps communicate Terms and Conditions and other repetitive dialogue.

If callers call outside normal opening hours they are sent to a voicemail box and can listen to opening hours or leave a message.

All calls are logged and the family can analyse their busy periods to manage staffing levels. They can also measure the number of calls being received before and after opening hours so that can apply if necessary to extend their hours of trading.

The directors of the business can also listen to call recordings and establish whether family members need additional training or smooth out operational issues.

They can also listen in and join live calls and assist family members by prompting them to remind callers of current special offers and promotions. This particularly useful because it can be used to assist with the efficiency of the order taking process.

The family can also avail themselves of the conference facility to have staff meetings with everybody dialling in and joining the conference call. This can be accessed via a phone number or an extension number and can be PIN protected.

This customer has found useful and innovative ways to use VoIP services in their business.

Case Study 4

J P Builders run a small construction business in Birmingham with two owners and are often on site and away from their home office. Their partners help out in the business by answering calls, setting appointments and dealing with the logistics of the business.

Calls come in to their Birmingham 0121 number and the mobile phones of both directors and their partners all ring at the same time. If the directors are busy and unable to take the calls, their partners are able to pick up. They do this knowing that before they connect to the caller that the call is for the building business.

One of the directors partners leads an especially busy lifestyle. They opt to have the home landline, the personal mobile, the VoIP handset and the app on their Mac all ring at the same time. This is useful because no matter where they are they can pick up the call.

What should I do next?

Call us on 01753 624121 to discuss ways to use VoIP services in your business or email us with your contact details

Please note all UK numbers are issued by OFCOM and other numbers from outside the UK are issued by their in-country regulator.