Hello everyone, I decided for the sake of cutting to the chase I would first show you the IVR I am looking for… then explain my EXTREMELY JERRY RIGGED current arrangement.
*** Now, what I would like and what is practical may be 2 different things… ***** So I was hoping I could post here and if you know anyone that could assist please do not hesitate to contact me.
**** THIS ONE IS NOT A MUST BUT WANTED IF POSSIBLE *** A system that shows the caller ID on each of my reps computers along with the history of the customer BASED on the Caller ID (this is the dream if not possible completely understandable). Essentially, if the custome has an issue I would like for my team to be able to see the issue they have had and the history on the repairs… *** again I stress this is something I can work around if not feasable***
A system that when the customer calls it does not interfere with the other phone lines. They are simply placed in a call que until someone picks up one of the lines they are one…
While they are waiting for someone to answer OR if they are placed on hold I would like for them to hear our advertisement or music…
The ability to transfer the call from one phone to the other (including the mobile phones if possible). They can connect WIFI so I know it is doable just not sure how practicle.
To be able to add phone lines as neccessary.
When the customer FIRST calls They can push 1 for ONE DEPARTMENT 2 FOR THE OTHER DEPARTMENT… OR 1 FOR ENGLISH 2 FOR SPANISH…
*** BELOW IS THE BEST WAY I CAN EXPLAIN MY CURRENT SETUP ****
Hello everyone, it is probably best I explain my current setup in hopes that someone can assist… I am a COMPLETE Novice to all of this.
I currently run a service where I provide people with LOCAL numbers that are then routed to long distance numbers… thus saving them money… long story…
I have the following arrangement: A remote Server (SIP … PBX…) which has asterisk and a2billing installed. Which is running just fine.
However, we are getting ALOT of calls in the office… people wanting to subscribe to our service…
In the office I have 13 completely functional computers that our reps take orders on… All going through a broadband Time Warner Internet Gateway.
With 2 COMPLETELY SEPERATE TIME WARNER BROADBAND INTERNET CONNECTIONS. ONE FOR THE 13 COMPUTERS AND ONE FOR THE OFFICE PHONES.
Now, THAT is where the problem is.
When they call, they currently call a Vonage number that I have. Vonage has a MULTIPLE CALL FORWARDING feature… So, I then have that Vonage number ring up to 5 more phones in the office… So , essentially they all ring at the same time…
When someone answers, if the phone happens to ring again you can pick up on of the OTHER phones the call is forwarded to and speak to that customer… basically 5 of us can be on the phones at the same time… without real issue…
I also have ONE of the 5 numbers routing to ANOTHER Vonage number that is then forwarded to 3 MORE phones same process.
And to boot some of the phones I am routing to are MOBILE PHONES Blackberry (smartphones).
However, this — obviously – lacks professionalism.
When each person calls, whomever is on one of the other lines that my Vonage lines are forwarding to recieves constant beep throughs.
You can not transfer calls
YOu have no REAL hold option (other than simply putting the customer on mute)
When the customer calls they are not put in a que until someone can pick up…
Basically, I need to really upgrade my OFFICE phone system and was directed here.