A virtual hunt group for Flexible Voice users

DFTS SmartNumbers Team queues and distributes incoming calls made to the Team number to available team members. The service includes Team Voicemail for efficient management of large numbers of messages that can be shared across the team as well as reports on answering quality to help managers achieve high levels of customer care.

The service can be configured in various ways to tailor to the specific call flow requirements. Subscribers can request additional telephone numbers for the same service.

Note: Each team member requires a DFTS SmartNumbers Standard service.

Key features

The Team Number service operates in conjunction with DFTS SmartNumbers Standard to distribute incoming calls made to the Team Number to the current location of available team members anywhere in the UK or abroad.

The Team Number service can be configured to distribute inbound calls in various ways to tailor to the customer's call flow requirements. The Team Number, which callers dial to contact a particular team, is provided with the service. Subscribers can request additional telephone numbers for the same service .

The Team Number service also intelligently diverts unanswered calls to Team Voicemail.

Team members can listen to, and manage, their voice messages by dialling the Team Mailbox Number and accessing the management menu.

Voicemail

The DFTS SmartNumbers Team Voicemail service is an application that allows callers to leave a voice message for the Team. Unanswered calls to the team are automatically diverted to Team Voicemail. Subscribers can listen to, and manage, the Team voice messages by dialling the Team Mailbox Number.

The Voice Mail 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
• Caller breakout to delegate or operator by pressing '0'
• Reply to message sender
• 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 requiredRich management information showing how calls were handled by the team including time to answer, calls diverted to voicemail.
• 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 access to the office
• Calls always get through to subscribers or a member of their teams
• No change in callers experience even in times of emergency