Flexible Voice Services

DFTS SmartNumbers Standard is a Single Number service which includes Voicemail. The Single Number service delivers calls to a subscriber's specified location anywhere in the UK or abroad. Any unanswered calls are intelligently diverted to voicemail, a team delegate or an operator (when specified). A telephone number which callers call to contact to the subscriber is provided with this service. Subscribers can personalise their voice and message services, change their current location and availability, manage their voicemails and service settings quickly and easily from any touch-tone telephone. DFTS SmartNumber Standard subscribers can belong to a Team or multiple Teams and can quickly change their availability to receive Team calls.

Key Features

The Single Number service is an application that delivers calls to the subscriber's current location anywhere in the UK or abroad.

The Single Number service intelligently delivers unanswered calls to voicemail, a delegate or an operator (if one is specified). Subscribers can personalise their voice and message services, change their current location and availability, manage their voicemails and service settings quick and easily from any touch-tone telephone.

Single Number

• Call Routing (Desk, Mobile, Home, Temporary Location)
• Call Availability (Receive Calls, Voicemail, Delegate Calls)
• Call Introduction
• Caller Display
• Missed and Delegated Call alerts
• Class of Service (Hot Desker, Executive, Unrestricted)
• Call Barring
• Accessible from the PSTN and mobile network

Subscriber Management

• Access and management via a touch tone telephone (dial Mailbox Number and press ‘#’ to login)
• The password is a 6-digit number allocated when the Service is received and changeable by the subscriber
• Maximum password length is specified by the System Administrator and applies system-wide
• Forgotten or lost passwords can be reset by the Helpdesk

Voicemail

The DFTS SmartNumbers Standard Voicemail service is an application that allows callers to leave a voice message. Unanswered calls are automatically diverted to Voicemail. The Voicemail service also receives voice messages when a subscriber specifies that calls should divert to Voicemail either on no reply or when the line is busy or always on. Subscribers can listen to, and manage, their voice messages by dialling their Mailbox Number and accessing their Subscriber Management menu.

The Voicemail service comes with the following features:

• Message handling (listen to next, previous, rewind, fast forward, date/time information, save and delete messages)
• Forward/Copy messages to another mailbox with or without annotation
• Call back
• Message Alerts by calling current location, Message Waiting Indicator (where supported)
• Unique follow me message waiting feature (via Single Number service)
• Temporary and permanent voicemail greetings
• Extended absence greeting may be set to advise callers of the reason for absence ie posting, gap or detachment but prevents a message being left
• Caller breakout to delegate or operator by pressing '0'
• Reply to message sender via voicemail
• Single Mailbox (for work, mobile and home)
• Management Information reports (including total messages received, new messages, read messages, saved messages, sender’s CLI)
• No maximum limit imposed on the length of each voice message
• Unlimited Mailbox size (limited only by disk size)
• No limit on how long saved messages are stored

Reports

• Rich management information showing how calls were handled by the team including time to answer, calls diverted to voicemail.
• Benchmark against best practices in customer service
• Track the service experience of your most important callers
• Reports can be delivered in real-time or weekly as required

Business Continuity

• Enables subscribers to continue to use the service from any location — even if they are denied safe access to their the office
• Calls always get through to subscribers or a member of their teams
• No change in callers experience even in times of emergency