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IP phones and the Busines Phone System | WhichVoIP

Why do I need IP phones and what features do I need?

Business phone systems are the lifeblood of any company of any size. But beyond simply having telephones in the office, a business must also consider what features to have. For a sales-oriented business with 100 extensions for example, a business phone system that delivers nothing more than a dial tone would be woefully inadequate.

These added features make a company more productive and profitable, and also help them to deliver better customer service to their clients. Having a business phone system that, for example, integrates with desktop computers in such a way that as soon as a call comes in, the caller is identified and a "screen pop" delivers the agent background information on the caller, allows the agents to be more prepared when they answer the phone. Features like this are more widely available on IP phones, which inherently are more technical, better able to integrate with the computer system, and delivers a wider range of features than a standard phone system.

VoIP Feature List

The best place to start is with the best-known features, and most business phone systems will incorporate the basics, such as voicemail, caller ID, three-way calling, repeat dialing, and call forwarding. Most IP phones will offer a greater variety of features as well. Some of the better features to look for include:

  • Caller ID with name. This feature not only shows the phone number of the caller, but the name of the person to whom the number is registered.

  • Accounting codes. This is a simple behind-the-scenes feature of some business phone systems, which records phone calls by location, branch, or project. It facilitates more accurate accounting, and the ability to divide telephony expenses appropriately.

  • Auto-attendant. The modern-day receptionist, an auto-attendant answers phones using a computer-generated voice, which intelligently determines the needs of each caller and routes the call appropriately.

  • Internet fax. Some IP phone systems allow you to send a fax directly from the computer, saving time and eliminating the need for a free-standing fax machine.

  • • Text message notification. This feature will send a text message to a subscriber's cell phone if a voicemail is received while out of the office.

Another important feature to consider in your business phone system is ACD, or Automatic Call Distribution. For any operation with several extensions, this feature is an absolute must. Through one of several different mechanisms, the business phone system enabled by ACD will automatically answer the phone, and through either an automated voice or a series of touch-tone commands, determine precisely what the caller wants and then route the call to the most appropriate location. Some ACD systems incorporate IVR, or interactive voice recognition, which allows the caller to speak commands, and the software recognizes those commands and takes action.

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