voice and telephone services

AICIT Hosted VoIP/PBX Features

Meeting Your Business Needs

We understand that your business needs a comprehensive phone system to compete in today's business environment. With AICIT, you don't have to compromise, and in most instances we provide more than alternative solutions. Below are features that are included with all AICIT service plans. In addition to these default features, each customer may configure or personalize their Private Branch Exchange (PBX) or phone system to meet specific business requirements.

The AICIT Hosted PBX and Business VoIP Features List is intended to provide AICIT customers with a comprehensive list of Standard (S), Premium (P), and Custom (C) features available from AICIT hosted PBX.

Auto Attendants

Feature

Description

Type

Customer Portal

Web based user interface that allows users to configure their PBX, create call queues and groups, view call detail records and billing information, listen to and delete your voicemail, upload music on hold

S

Top Level Auto Attendant (Always On)

Allows callers to select from menu options using a standard telephone keypad. Through the portal interface, calls can be routed to extensions, mailboxes, groups, conference rooms, call queues, or unlimited depths of additional auto attendants

S

Multiple Top Level Auto Attendants (Always on)

Allows for separate telephone numbers to be routed to unique Top Level Auto Attendants. Each Auto Attendant is configurable individually.

S

Call Management

Feature

Description

Type

Auto Attendant Answering

Setup a telephone number to dial directly to an Auto Attendant. Callers are then presented with predefined options via the Auto Attendant Feature.

S

Live Person Answering

Setup a telephone number to ring a specific extension first, or a group to enable sequential or simultaneous rings. This enables your company to have a live person answer the caller, and not an auto attendant.

S

Direct Inward Dialing

Setup a telephone number to dial directly to a device or extension.

S

2, 3, or 4 (or More) Digit Extension Dialing

Your AICIT Hosted PBX can support 2, 3, 4 or more digit extension dialing.

S

Caller ID

Customize the appearance of your outgoing Caller ID by outgoing number or by extension

S

Voicemail

Associate a voicemail box with an extension, or use an announce-only voicemail box to provide customers with a pre-recorded message when they choose an option on an auto attendant or extension.

S

Voicemail to Email

After a voicemail is received, the AICIT PBX will send an email to any valid email account or alias that you enter into the AICIT Portal. The message will include the date and time of the call, as well as the duration, caller ID if provided, the mail box number, and an attached WAV file that can be played on your PC or mobile device (ie/ smartphone or PDA capable of playing WAV files).

S

Voicemail to Text Message

Don't have a smartphone or PDA capable of playing WAV files? Enter an SMS address in the AICIT Portal and the AICIT PBX will send a shorter text message to your device. 3rd party text messaging rates may apply.

S

Ring Groups

Enables multiple extensions to be joined as a group, and then calls may be routed sequentially or simultaneously to that group.

S

Find Me (AICIT Digital Assistant)

Setup a personal assistant to “find you” at up to five (5) locations. This feature is configured per extension, and offers an extensive number of options to route calls once they have reached the given extension. Callers are asked to “announce themselves”, and are offered the option between locations to try the next location, or to leave a message.

S

Call Hold

Place calls on hold, and play music or a commercial on hold.

S

Attended Transfer

Transfer a call to an extension, group, or phone number AFTER announcing the party being transferred.

S

Unattended Transfer
(Blind Transfer)

Transfer a call to another extension, group, or phone number WITHOUT announcing the party being transferred.

S

Call Forwarding

Forward calls via the AICIT Portal, or via your device or SoftPhone. Calls may be forwarded to any extension or phone number. Device or SoftPhone forwarding functionality may vary by manufacturer.

S

No Answer Call Forwarding

Automatically forwards your calls to an extension, group, or phone number when you do not answer your phone.

S

Busy Call Forwarding

Automatically forwards your calls to an extension, group, phone number when your phone is busy.

S

Incoming Call Blocking

Black list” phone numbers to block them from calling your PBX.

S

Incoming Privacy Screening

Force callers with “no caller ID” or “blocked caller ID” to enter a number that will be presented as their caller ID.

S

Incoming Caller ID Routing

Route calls from a unique DID or phone number to any auto attendant, extension, group, phone number, or ACD or Call Queue.

C

Incoming DID Routing

Route calls based on the number that was dialed. Calls may be routed to an auto attendant, extension, group, phone number, or ACD or Call Queue.

S

Outgoing Call Blocking

Prevent calls to specific numbers or services (ex: 900 calls)

S

Incoming Call Identification

Identify an incoming call on the phone’s LCD display by modifying the Caller ID display indicating how the call was routed.

C

One Button Redial

A device or SoftPhone feature that redials the last number dialed by the extension user. Not all phones support this feature.

S

Do-not-disturb (DND)

A device or SoftPhone feature that simulates a phone being off-hook, sending calls received directly into voicemail. Other routing options are also available.

S

Call Waiting Indicator

Indicates incoming call (and caller ID, if available) while another call is in process.

S

Automatic Call Distribution (ACD)

Used to route calls in a call center environment to the appropriate agents, based on factors such as time availability, behavior, and priority levels.

P

Call Queue

Call queues are used to route calls in a first-in-first-out manner to the appropriate extension or group. These extensions can be agents logged into the system. Call Queues are commonly used with an ACD, where the callers hear an announcement that says something like “thank you for calling, all available agents are busy, you are Nth caller. Estimated wait time is N minutes. Please hold for the next available agent, or press N to leave a message”. When the call is ready to be routed, the ACD handles the routing rules.

P

Call routing based on business hours, after hours & holiday hours

Allows routing decisions based on time and date. Multiple schedules can be configured, as in the case of departments with different hours of operation.

S

Speed Dial

A device or SoftPhone feature that automates the dialing of a pre-determined phone number.

S

Company Wide Directory

A list of contacts and phone numbers that are uploaded via the AICIT Portal, and are made available on an IP phone or SoftPhone.

C

Forward your calls Locally or Remotely via Phone or Web

Call forwarding is easy to setup and manage.

S

Caller ID Blocking

Disable Caller-id for all outbound calls made from your PBX.

C

Call Recording

Selectively record calls for training or documentation purposes.

C

DISA (Direct Inward System Access)

Allows someone from outside the PBX to obtain a dialtone and to place calls from it as if they were placing a call from within the switch (with password protection)

C

Office Intercom

Dial another user’s extension, activating their phone speaker to make an announcement

C

Disable Outbound Dialing

Disable Outbound Dialing on certain extensions only

C

Call Conferencing

Feature

Description

Type

3-way Conference Call

After making or receiving a call, a user may conference in any third party for a 3-way call.

S

Conference Bridge

Multiple on-site and outside callers can simultaneously participate in password protected conference calls. Callers can be assigned talk-listen or listen only access.

S

Music on Hold

Feature

Description

Type

Default Music On Hold

Royalty free music provided by AICIT

S

Custom Music On Hold

Music provided by Customer, and uploaded through the Customer Portal

S

Commercial On Hold

Record your commercial and upload it to your PBX via the AICIT Portal.

S

Commercial On Hold By Location or Queue

Multiple commercials on hold may be uploaded to your AICIT PBX, and can be unique based on location or queue.

C

Reporting

Feature

Description

Type

Call Detail Records

Real-time call logging is available via the portal. From, to, call duration, date and time, and call type (International, On-Net, etc). In addition, frequently called numbers can 'tagged' with text descriptions for legibility.

S

Call volume graphs by time of day, month, year or custom dates

Histograms graphically display calling patterns and trends

S

Call traffic by extension

Track number of calls by individual

S

Detailed Accounting

Track orders, invoices and all AICIT billings online.

S

 

For additional information on premium or custom features, please contact your AICIT representative. Actual features made available may vary based on the Services ordered by each Customer. Some features may not be available depending on the specific Customer Premise Equipment (CPE) device and/or SoftPhone being used. Each manufacturer controls and determines the features of their CPE device or software based on the make and model, and the version of any software provided by the manufacturer. Please note that the above features and functions are subject to change without notice.

 

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