Top 15 Phone System Features

There are countless phone system features available, so we’ve analyzed the top 15 features most requested by our customers across various industries to understand why they are essential. Below is a comprehensive list of these features, along with explanations of how they work.

This list serves as a valuable starting point to help you identify which phone system features are relevant to your business and which ones aren’t. Ultimately, it will guide you in setting up your new phone system in the most effective way for your business, ensuring you ask the right questions and obtain the phone system features and benefits your business truly needs.

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Top 15 Phone System Features

Daytime & after-hours greetings/announcements

This feature is arguably the most critical addition to any new system. Day and night greetings ensure that your business never misses a call, no matter the time, while maintaining a highly professional tone. This approach is vastly superior to alternatives like:

The phone ringing endlessly
Callers becoming frustrated while trying to get through
Potential customers giving up and turning to your competitors

The concept is simple yet remarkably effective. For instance, if your receptionist doesn’t answer after five rings, the system will automatically take over, greeting the caller with your personalized message, such as, “Thank you for calling ACME Incorporated. Your call is important to us, and we will be with you shortly…”

Some phone systems can handle multiple callers at once, while others allow you to present callers with options like, “Press 1 for sales, Press 2 for admin,” and so on. This feature is ideal for large companies with multiple departments or small businesses without a receptionist.

No matter which option you choose, the outcome is the same: you won’t miss any opportunities, compromise on professionalism, or rush through one call just to take another. Every caller will receive a great impression, every time.

With a Total Solutions IT solution, you can also program the system to deliver time-specific messages at different times of the day, week, or year. That’s smart call management!

Keep in mind that some phone system providers charge for this feature, though many now include it at no additional cost. Be sure to research thoroughly if this feature is crucial to your business.

Voicemail (and Voicemail to email)

Voicemail is a valuable tool that saves both time and money. Unlike handwritten messages, which can lead to wasted resources and communication errors due to lost notes, incorrect phone numbers, or illegible handwriting, voicemail offers a reliable alternative.

Similar to the voicemail on your mobile phone, a phone system’s voicemail allows callers to leave detailed messages while preserving their privacy. This feature reduces the need for unnecessary return calls and helps you prioritize which calls to return first.

You have complete control over which staff members have access to voicemail. You can choose to provide it only to key employees or to everyone—it’s entirely up to you.

Many modern phone systems now offer voicemail-to-email functionality. This means that wherever you have access to your email, you can also receive your voicemail. This is especially beneficial for companies with staff who are frequently on the move. Even if you’re 1,000 kilometers away, you can receive a notification on your smartphone just seconds after a customer leaves a message on your office desk phone—ensuring no important messages are missed!

Mobile Twinning and Mobile SIP Applications

Mobile Twinning

Do you have staff members who are difficult to reach or perhaps a bit forgetful when it comes to forwarding calls to their mobile phones? No need to worry—mobile phone twinning is here to help. This feature pairs your desk phone with your mobile phone, so when someone dials an employee’s extension, both the desk phone and the mobile phone ring simultaneously. Whichever device is answered first will connect the call. Plus, if you’re using a GSM gateway, you can even forward the call to the employee for free.

This feature is particularly beneficial for large warehouses where wireless coverage may be spotty, for IT staff who are constantly on the move, for salespeople, or for anyone who needs to be reachable at all times without relying on voicemail. It’s an incredible tool that can significantly boost your productivity.

Mobile SIP Applications

SIP mobile applications have been around for years, offering even more advanced functionality. Some phone systems come with native smartphone apps, while others allow integration with third-party SIP apps. These apps enable you to connect to your phone system and use your mobile device like a desk phone, complete with most of the system’s features. Essentially, it’s like carrying your office in your pocket! Some systems even offer additional features like video conferencing, geo-location tracking, and more.

While similar to mobile twinning, SIP mobile applications go further by allowing you not just to answer calls, but also to perform system functions such as accessing system directories, participating in conference calls, and transferring calls to other staff members. Additionally, since the app uses Wi-Fi or mobile data, receiving calls is free (eliminating the mobile forwarding fee), and making calls is routed through the phone system via the SIP app, so you won’t incur charges when contacting your mobile workers.

Daytime & after-hours greetings/announcements

This feature is arguably the most critical addition to any new system. Day and night greetings ensure that your business never misses a call, no matter the time, while maintaining a highly professional tone. This approach is vastly superior to alternatives like:

The phone ringing endlessly
Callers becoming frustrated while trying to get through
Potential customers giving up and turning to your competitors

The concept is simple yet remarkably effective. For instance, if your receptionist doesn’t answer after five rings, the system will automatically take over, greeting the caller with your personalized message, such as, “Thank you for calling ACME Incorporated. Your call is important to us, and we will be with you shortly…”

Some phone systems can handle multiple callers at once, while others allow you to present callers with options like, “Press 1 for sales, Press 2 for admin,” and so on. This feature is ideal for large companies with multiple departments or small businesses without a receptionist.

No matter which option you choose, the outcome is the same: you won’t miss any opportunities, compromise on professionalism, or rush through one call just to take another. Every caller will receive a great impression, every time.

With a Total Solutions IT solution, you can also program the system to deliver time-specific messages at different times of the day, week, or year. That’s smart call management!

Keep in mind that some phone system providers charge for this feature, though many now include it at no additional cost. Be sure to research thoroughly if this feature is crucial to your business.

VoIP phone calls and IP phone systems

VoIP (Voice over Internet Protocol) is a cutting-edge technology that offers a fantastic way to reduce costs. With the rollout of the NBN, VoIP is set to become the standard for making phone calls. While most modern phone systems can now integrate with affordable VoIP services, not all systems provide advanced VoIP features or support SIP trunking—the best VoIP option for superior call quality and cost savings.

VoIP system features are particularly valuable for connecting multiple sites or supporting remote workers. They enable users on the same phone system to see, transfer, and receive calls from other locations and staff members, no matter where they are. With VoIP, a user could be sitting on a beach and still use their phone as if they were right in the office!

If you’re primarily interested in lowering your call costs, the choice of phone system may not matter much—unless you plan to use SIP trunking.

There are various VoIP solutions available, and if you’d like to learn more, please visit the VoIP phone system section of our site.

Transferring calls in and out of the office

Although it might seem like a basic feature, “transferring calls” is often a primary reason why many small businesses choose to upgrade to a more advanced phone system. Ensuring that you and your staff can easily and efficiently transfer incoming calls to the appropriate person is crucial. Different phone system brands handle call transfers in various ways, so it’s essential to understand how the system you’re considering actually functions, not just how it looks. The right option for one business may not necessarily be the best fit for another.

If you need to transfer calls from your office to staff mobile phones, or directly to remote workers’ IP handsets or softphones, it’s important to have the correct infrastructure in place. For transferring to mobile phones, ISDN lines are typically required, while an IP platform is necessary for transferring to IP handsets or softphones. In the right setup, effective call transferring can significantly boost productivity, particularly in sales environments and companies with remote or home-based workers. It allows callers and potential customers to reach the right people quickly and seamlessly, enhancing overall efficiency.

Wireless (DECT and cordless) phones

It may sound simple, but adding a basic cordless phone to your existing phone system can dramatically change the way you operate, especially for retailers, businesses with warehouses, or large spaces where the cost of cabling for traditional office phones can be prohibitive, and for staff who are constantly on the move.

If your office or space isn’t too large, you might find that a standard cordless phone is sufficient. These phones are affordable, effective, and can connect to any phone system via an analog extension. However, they aren’t specifically designed for phone systems, meaning they may not offer all the functionality of standard desk phone handsets, such as call transferring. Despite this, they are ideal for receiving calls, which is often all that many companies require.

If, however, the range of a standard cordless phone isn’t sufficient for your needs, you might need to consider more advanced options:

a) An Engenius long-range cordless phone, designed to provide coverage up to 10 km line of sight.

b) A DECT network with handsets that are proprietary to your phone system. For instance, if you have an Ericsson-LG phone system, you could set up an Ericsson-LG DECT system.

These options are typically ideal for:

Mining companies
Schools
Large industrial companies
Transport companies

While these solutions can be more expensive compared to standard cordless phones, in the right environment, they are invaluable. The investment can quickly pay off through increased productivity and improved communication efficiency.

Customer System Self Administration

Historically, making any changes to your phone system required a technician, which could be both time-consuming and costly over the system’s lifespan. As a result, many companies opted to either ignore minor issues or wait until multiple problems accumulated before scheduling a technician visit—neither of which is ideal for any business.

But those days are over! Many modern phone systems (though some better than others) now offer computer interfaces that allow technicians to remotely make adds, moves, and changes to the system’s programming. Unfortunately, many phone companies keep this feature under wraps, preferring to profit from ongoing service calls.

At Infiniti, we believe in empowering our users with this technology, allowing them to take control of their own phone systems. This not only enhances the user experience but can also save you thousands of dollars over the life of your system.

With administrator access (password protected), you can log in and make a wide range of changes to your phone system, including:

How and where the phone rings
Announcement messages
Setting up new users or deleting existing ones
Day and night timers
Call queuing timers and messages
And much more

The only area we advise against users modifying is the highly technical phone line setup—one mistake here could disrupt your entire phone system. Customers love this functionality, especially because they get it for free when they choose Infiniti for their solution. No more putting up with annoying errors or quirks; you can make changes to the system anytime, day or night, and see those changes take effect instantly.

It gets even easier with Hosted/Cloud Phone Systems and the SpringCom solutions we offer. These systems are fully managed, meaning you never have to touch the backend management dashboards—a perfect solution for businesses that “just want it to work.” All adds, moves, and changes are included at no extra cost. Simply let our tech team know via phone or email, and they’ll handle everything for you. Easy!

Speed dialling and CTI

When you consider how often you dial the same phone numbers, it becomes clear that speed dialing is an incredibly useful feature to have.

Whether you’re using a database like ACT, Goldmine, Microsoft Outlook, or simply a list of your customers or associates, modern phone systems can make calling as easy as clicking a mouse.

If your business relies on a computer database or CRM, it’s worth exploring how you can integrate this with your phone system. Imagine if, every time a customer called, their entire file popped up on your screen, ready for you to review. This feature, known as screen popping, can save your staff a tremendous amount of time and eliminate the frustration customers feel when they have to repeat their details multiple times.

While some phone systems charge extra for this feature, others include it at no additional cost. Be sure to check before you commit, so you don’t end up paying for something unnecessarily.

Call recording

Call recording is an invaluable tool for any sales-oriented company. While traditional training methods can be effective, nothing compares to the impact of playing back a call and analyzing it together with your staff. This approach allows employees to hear exactly how they sound and respond to callers, making it one of the most effective training exercises available. It also provides excellent material for sales meetings, where you can discuss specific examples and strategies.

Some phone systems even offer the ability to email WAV files of recorded calls, which is particularly useful if you want to share examples of great calls with remote workers or staff in different locations. This feature enhances collaboration and consistency across teams, no matter where they are.

Beyond training, call recording is also valuable for storing and replaying calls at a later date. This is especially important for industries like stock broking, where verbal agreements may need to be reviewed or confirmed.

It’s important to note, however, that recording a call without the caller’s knowledge is illegal. This is why you’ll often hear messages like, “Please note that this call may be recorded for training purposes.” Always ensure that callers are informed if their conversation is being recorded.

Linking Multiple Sites & Remote Workers

When your business operates across multiple locations, VoIP can be the most transformative upgrade you make to your phone system. We’re not just talking about the cost-saving benefits of VoIP calls, but about the intelligent VoIP system features that connect multiple sites and remote workers seamlessly.

These features allow users across the phone system to see, transfer, and receive calls from any location, whether they’re in Australia or anywhere else in the world. Consider these powerful scenarios:

– **Call Management Across Locations**: Imagine receiving a call in Melbourne and instantly being able to check if a colleague in Sydney or another location is available to take it, simply by glancing at your phone handset.

– **Overflow Handling**: If the phone in Sydney isn’t answered within a set time, the call can automatically overflow to another site where staff are available. The phone system will even indicate that it’s a Sydney overflow, so the person answering knows how to handle the call appropriately.

– **Remote Work Flexibility**: Employees can log in with a laptop from anywhere and make or receive calls just as they would in the office, ensuring seamless communication regardless of location.

– **Home Office Integration**: Staff working from home can still use their phones exactly as they would in the office, maintaining professional communication standards without geographical limitations.

– **Global Visibility**: You can see the status of all staff members at a glance, no matter where they are in the world, enabling better coordination and communication.

The possibilities with VoIP are nearly endless, offering a way to completely redefine how you work and communicate. With these capabilities, geography and distance are no longer barriers—your office can now span the entire globe.

Speaker phone & Conference phones

Speakerphones are an excellent feature for both conferencing and the convenience of being able to talk or dial numbers hands-free. However, it’s important to note that most basic phone models do not come with speakerphone capabilities. It’s essential to choose the right handsets that meet the specific needs of your staff.

For companies that frequently hold meetings or require conferencing, investing in a dedicated conference phone is a smart move. These devices are affordable and provide multiple participants with the ability to communicate with crystal-clear call quality. Additionally, wireless conference phones are now available, offering the flexibility to move the equipment to any room in the office for a conference call. These wireless options are priced similarly to traditional conference phones, with comparable sound quality, making them a convenient and efficient choice for any business.

Warranties & guarantees

Technology, while powerful, is not without its flaws, so ensuring that your new phone system comes with a warranty is essential. Just as you wouldn’t purchase a new car without a warranty, your phone system should be no different.

When it comes to ongoing maintenance and support, it’s crucial to verify the legitimacy and reliability of the company you’re dealing with. If you’re purchasing from a small, one-person operation, there’s a risk they might not be available when you need them most, which could result in lost customers and revenue for your business. It’s important to choose a company that not only installs your system but also has the staff and technical expertise to quickly address any issues that might arise in the future.

For even greater peace of mind, you might consider opting for a maintenance agreement (MA). A MA provides your business with a guaranteed service level agreement (SLA) and response times for any problems you encounter throughout the life of your phone system, ensuring that your business remains operational and well-supported at all times.

Conference calling (how many parties can you link?)

When we talk about phone system capabilities for conferencing, we’re discussing more than just using a conference phone or making calls. The capabilities of your phone system play a crucial role in how effectively you can hold conference calls. For instance, some phone systems only allow for 3-party conference calls, while others, like Avaya, can accommodate up to 64 participants at once.

The number of conferencing parties refers to how many independent people can be connected on a call simultaneously, not how many people you can fit in a single office. If conferencing is a significant aspect of your business operations, it’s essential to understand the limitations of the system you’re considering.

Additionally, some phone systems offer advanced features like conference bridging, while others may only provide basic conferencing functionality. Conference bridging is particularly useful for large meetings, as the phone system can automatically call and connect participants at a predetermined time. This feature saves a lot of time compared to manually dialing 20 different people to add them to a call. For example, if you want to initiate a conference call at 1 pm tomorrow, you can simply program the system with the time, participants, and their contact details. At 1 pm, the system will automatically call the participants and connect them to the conference, without you needing to lift a finger. Alternatively, you can provide participants with a phone number to dial in at the scheduled time, and the system will handle the rest. It’s an incredibly efficient feature.

If conferencing is a priority for your business, it’s also worth inquiring about full-duplex conference phones. Full-duplex technology allows for simultaneous two-way communication, which significantly enhances call clarity and quality, making a noticeable difference in the effectiveness of your conference calls.

Call accounting

Call accounting is a valuable tool that enables businesses to monitor and allocate costs for every call made in the office. Some companies use call accounting to assign costs to different departments, helping them manage budgets and track expenses accurately. Others might use it to monitor employee phone usage, ensuring that staff members are not misusing call privileges.

Whether you’re interested in tracking costs, monitoring employee behavior, or both, call accounting is an effective way to keep communication expenses under control and discourage any misuse of company resources.

Call accounting is relatively inexpensive and can be integrated into almost any phone system. While some phone systems offer built-in call accounting features, the most robust and specialized solutions often come from third-party providers like Phone Control, which develop platforms specifically designed for this purpose.

Adding call accounting to your phone system is a smart investment that can help you manage costs more effectively and maintain a transparent and accountable workplace.

Music & tailored on hold messages

If you genuinely care about your company’s image, nothing makes a stronger impression than messages on hold. These aren’t just about playing music but delivering personalized messages that highlight your business. They not only sound incredibly professional but also serve to educate and entertain your callers while they wait.

Considering that over 70% of callers are left on hold for an average of 43 seconds or more, it’s easy to understand why messages on hold have become so popular. They keep your callers engaged and informed, turning what could be a frustrating wait into a positive experience.

At Total Solutions IT, some of our phone systems include messages on hold at no extra cost. Reach out to us today to find out how you can save over $1,000 with a customized message on hold package tailored specifically for your business with your new phone system. It’s an investment in your brand that pays off by enhancing your professional image and making a memorable impression on your customers.

DAYTIME & AFTER HOURS GREETINGS

VOICEMAIL (AND VOICEMAIL TO EMAIL)

MOBILE TWINNING & SIP APPLICATIONS

VOIP PHONE CALLS

TRANSFERING CALLS IN AND OUT OF THE OFFICE

WIRELESS (DECT AND CORDLESS) PHONES

CUSTOMER SYSTEM SELF ADMINISTRATION

SPEED DIALING AND CTI

CALL RECORDING

LINKING MULTIPLE SITES

CONFERENCE CALLING

SPEAKER PHONE & CONFERENCE PHONE

WARRANTIES & GUARANTEES

CALL ACCOUNTING

MUSIC & TAILORED ON HOLD MUSIC

Daytime & after-hours greetings/announcements

This feature is arguably the most critical addition to any new system. Day and night greetings ensure that your business never misses a call, no matter the time, while maintaining a highly professional tone. This approach is vastly superior to alternatives like:

The phone ringing endlessly
Callers becoming frustrated while trying to get through
Potential customers giving up and turning to your competitors

The concept is simple yet remarkably effective. For instance, if your receptionist doesn’t answer after five rings, the system will automatically take over, greeting the caller with your personalized message, such as, “Thank you for calling ACME Incorporated. Your call is important to us, and we will be with you shortly…”

Some phone systems can handle multiple callers at once, while others allow you to present callers with options like, “Press 1 for sales, Press 2 for admin,” and so on. This feature is ideal for large companies with multiple departments or small businesses without a receptionist.

No matter which option you choose, the outcome is the same: you won’t miss any opportunities, compromise on professionalism, or rush through one call just to take another. Every caller will receive a great impression, every time.

With a Total Solutions IT solution, you can also program the system to deliver time-specific messages at different times of the day, week, or year. That’s smart call management!

Keep in mind that some phone system providers charge for this feature, though many now include it at no additional cost. Be sure to research thoroughly if this feature is crucial to your business.

Voicemail (and Voicemail to email)

Voicemail is a valuable tool that saves both time and money. Unlike handwritten messages, which can lead to wasted resources and communication errors due to lost notes, incorrect phone numbers, or illegible handwriting, voicemail offers a reliable alternative.

Similar to the voicemail on your mobile phone, a phone system’s voicemail allows callers to leave detailed messages while preserving their privacy. This feature reduces the need for unnecessary return calls and helps you prioritize which calls to return first.

You have complete control over which staff members have access to voicemail. You can choose to provide it only to key employees or to everyone—it’s entirely up to you.

Many modern phone systems now offer voicemail-to-email functionality. This means that wherever you have access to your email, you can also receive your voicemail. This is especially beneficial for companies with staff who are frequently on the move. Even if you’re 1,000 kilometers away, you can receive a notification on your smartphone just seconds after a customer leaves a message on your office desk phone—ensuring no important messages are missed!

Mobile Twinning

Do you have staff members who are difficult to reach or perhaps a bit forgetful when it comes to forwarding calls to their mobile phones? No need to worry—mobile phone twinning is here to help. This feature pairs your desk phone with your mobile phone, so when someone dials an employee’s extension, both the desk phone and the mobile phone ring simultaneously. Whichever device is answered first will connect the call. Plus, if you’re using a GSM gateway, you can even forward the call to the employee for free.

This feature is particularly beneficial for large warehouses where wireless coverage may be spotty, for IT staff who are constantly on the move, for salespeople, or for anyone who needs to be reachable at all times without relying on voicemail. It’s an incredible tool that can significantly boost your productivity.

Mobile SIP Applications

SIP mobile applications have been around for years, offering even more advanced functionality. Some phone systems come with native smartphone apps, while others allow integration with third-party SIP apps. These apps enable you to connect to your phone system and use your mobile device like a desk phone, complete with most of the system’s features. Essentially, it’s like carrying your office in your pocket! Some systems even offer additional features like video conferencing, geo-location tracking, and more.

While similar to mobile twinning, SIP mobile applications go further by allowing you not just to answer calls, but also to perform system functions such as accessing system directories, participating in conference calls, and transferring calls to other staff members. Additionally, since the app uses Wi-Fi or mobile data, receiving calls is free (eliminating the mobile forwarding fee), and making calls is routed through the phone system via the SIP app, so you won’t incur charges when contacting your mobile workers.

VoIP phone calls and IP phone systems
VoIP (Voice over Internet Protocol) is a cutting-edge technology that offers a fantastic way to reduce costs. With the rollout of the NBN, VoIP is set to become the standard for making phone calls. While most modern phone systems can now integrate with affordable VoIP services, not all systems provide advanced VoIP features or support SIP trunking—the best VoIP option for superior call quality and cost savings.

VoIP system features are particularly valuable for connecting multiple sites or supporting remote workers. They enable users on the same phone system to see, transfer, and receive calls from other locations and staff members, no matter where they are. With VoIP, a user could be sitting on a beach and still use their phone as if they were right in the office!

If you’re primarily interested in lowering your call costs, the choice of phone system may not matter much—unless you plan to use SIP trunking.

There are various VoIP solutions available, and if you’d like to learn more, please visit the VoIP phone system section of our site.

Transferring calls in and out of the office

Although it might seem like a basic feature, “transferring calls” is often a primary reason why many small businesses choose to upgrade to a more advanced phone system. Ensuring that you and your staff can easily and efficiently transfer incoming calls to the appropriate person is crucial. Different phone system brands handle call transfers in various ways, so it’s essential to understand how the system you’re considering actually functions, not just how it looks. The right option for one business may not necessarily be the best fit for another.

If you need to transfer calls from your office to staff mobile phones, or directly to remote workers’ IP handsets or softphones, it’s important to have the correct infrastructure in place. For transferring to mobile phones, ISDN lines are typically required, while an IP platform is necessary for transferring to IP handsets or softphones. In the right setup, effective call transferring can significantly boost productivity, particularly in sales environments and companies with remote or home-based workers. It allows callers and potential customers to reach the right people quickly and seamlessly, enhancing overall efficiency.

Wireless (DECT and cordless) phones
It may sound simple, but adding a basic cordless phone to your existing phone system can dramatically change the way you operate, especially for retailers, businesses with warehouses, or large spaces where the cost of cabling for traditional office phones can be prohibitive, and for staff who are constantly on the move.

If your office or space isn’t too large, you might find that a standard cordless phone is sufficient. These phones are affordable, effective, and can connect to any phone system via an analog extension. However, they aren’t specifically designed for phone systems, meaning they may not offer all the functionality of standard desk phone handsets, such as call transferring. Despite this, they are ideal for receiving calls, which is often all that many companies require.

If, however, the range of a standard cordless phone isn’t sufficient for your needs, you might need to consider more advanced options:

a) An Engenius long-range cordless phone, designed to provide coverage up to 10 km line of sight.

b) A DECT network with handsets that are proprietary to your phone system. For instance, if you have an Ericsson-LG phone system, you could set up an Ericsson-LG DECT system.

These options are typically ideal for:
- Mining companies
- Schools
- Large industrial companies
- Transport companies
While these solutions can be more expensive compared to standard cordless phones, in the right environment, they are invaluable. The investment can quickly pay off through increased productivity and improved communication efficiency.

Customer System Self Administration

Historically, making any changes to your phone system required a technician, which could be both time-consuming and costly over the system’s lifespan. As a result, many companies opted to either ignore minor issues or wait until multiple problems accumulated before scheduling a technician visit—neither of which is ideal for any business.

But those days are over! Many modern phone systems (though some better than others) now offer computer interfaces that allow technicians to remotely make adds, moves, and changes to the system’s programming. Unfortunately, many phone companies keep this feature under wraps, preferring to profit from ongoing service calls.

At Infiniti, we believe in empowering our users with this technology, allowing them to take control of their own phone systems. This not only enhances the user experience but can also save you thousands of dollars over the life of your system.

With administrator access (password protected), you can log in and make a wide range of changes to your phone system, including:

How and where the phone rings
Announcement messages
Setting up new users or deleting existing ones
Day and night timers
Call queuing timers and messages
And much more

The only area we advise against users modifying is the highly technical phone line setup—one mistake here could disrupt your entire phone system. Customers love this functionality, especially because they get it for free when they choose Infiniti for their solution. No more putting up with annoying errors or quirks; you can make changes to the system anytime, day or night, and see those changes take effect instantly.

It gets even easier with Hosted/Cloud Phone Systems and the SpringCom solutions we offer. These systems are fully managed, meaning you never have to touch the backend management dashboards—a perfect solution for businesses that “just want it to work.” All adds, moves, and changes are included at no extra cost. Simply let our tech team know via phone or email, and they’ll handle everything for you. Easy!

Speed dialling and CTI
When you consider how often you dial the same phone numbers, it becomes clear that speed dialing is an incredibly useful feature to have.

Whether you’re using a database like ACT, Goldmine, Microsoft Outlook, or simply a list of your customers or associates, modern phone systems can make calling as easy as clicking a mouse.

If your business relies on a computer database or CRM, it’s worth exploring how you can integrate this with your phone system. Imagine if, every time a customer called, their entire file popped up on your screen, ready for you to review. This feature, known as screen popping, can save your staff a tremendous amount of time and eliminate the frustration customers feel when they have to repeat their details multiple times.

While some phone systems charge extra for this feature, others include it at no additional cost. Be sure to check before you commit, so you don’t end up paying for something unnecessarily.

Call recording

Call recording is an invaluable tool for any sales-oriented company. While traditional training methods can be effective, nothing compares to the impact of playing back a call and analyzing it together with your staff. This approach allows employees to hear exactly how they sound and respond to callers, making it one of the most effective training exercises available. It also provides excellent material for sales meetings, where you can discuss specific examples and strategies.

Some phone systems even offer the ability to email WAV files of recorded calls, which is particularly useful if you want to share examples of great calls with remote workers or staff in different locations. This feature enhances collaboration and consistency across teams, no matter where they are.

Beyond training, call recording is also valuable for storing and replaying calls at a later date. This is especially important for industries like stock broking, where verbal agreements may need to be reviewed or confirmed.

It’s important to note, however, that recording a call without the caller’s knowledge is illegal. This is why you’ll often hear messages like, “Please note that this call may be recorded for training purposes.” Always ensure that callers are informed if their conversation is being recorded.

Linking Multiple Sites & Remote Workers

When your business operates across multiple locations, VoIP can be the most transformative upgrade you make to your phone system. We’re not just talking about the cost-saving benefits of VoIP calls, but about the intelligent VoIP system features that connect multiple sites and remote workers seamlessly.

These features allow users across the phone system to see, transfer, and receive calls from any location, whether they’re in Australia or anywhere else in the world. Consider these powerful scenarios:

– **Call Management Across Locations**: Imagine receiving a call in Melbourne and instantly being able to check if a colleague in Sydney or another location is available to take it, simply by glancing at your phone handset.

– **Overflow Handling**: If the phone in Sydney isn’t answered within a set time, the call can automatically overflow to another site where staff are available. The phone system will even indicate that it’s a Sydney overflow, so the person answering knows how to handle the call appropriately.

– **Remote Work Flexibility**: Employees can log in with a laptop from anywhere and make or receive calls just as they would in the office, ensuring seamless communication regardless of location.

– **Home Office Integration**: Staff working from home can still use their phones exactly as they would in the office, maintaining professional communication standards without geographical limitations.

– **Global Visibility**: You can see the status of all staff members at a glance, no matter where they are in the world, enabling better coordination and communication.

The possibilities with VoIP are nearly endless, offering a way to completely redefine how you work and communicate. With these capabilities, geography and distance are no longer barriers—your office can now span the entire globe.

Speaker phone & Conference phones

Speakerphones are an excellent feature for both conferencing and the convenience of being able to talk or dial numbers hands-free. However, it’s important to note that most basic phone models do not come with speakerphone capabilities. It’s essential to choose the right handsets that meet the specific needs of your staff.

For companies that frequently hold meetings or require conferencing, investing in a dedicated conference phone is a smart move. These devices are affordable and provide multiple participants with the ability to communicate with crystal-clear call quality. Additionally, wireless conference phones are now available, offering the flexibility to move the equipment to any room in the office for a conference call. These wireless options are priced similarly to traditional conference phones, with comparable sound quality, making them a convenient and efficient choice for any business.

Warranties & guarantees

Technology, while powerful, is not without its flaws, so ensuring that your new phone system comes with a warranty is essential. Just as you wouldn’t purchase a new car without a warranty, your phone system should be no different.

When it comes to ongoing maintenance and support, it’s crucial to verify the legitimacy and reliability of the company you’re dealing with. If you’re purchasing from a small, one-person operation, there’s a risk they might not be available when you need them most, which could result in lost customers and revenue for your business. It’s important to choose a company that not only installs your system but also has the staff and technical expertise to quickly address any issues that might arise in the future.

For even greater peace of mind, you might consider opting for a maintenance agreement (MA). A MA provides your business with a guaranteed service level agreement (SLA) and response times for any problems you encounter throughout the life of your phone system, ensuring that your business remains operational and well-supported at all times.

Conference calling (how many parties can you link?)

When we talk about phone system capabilities for conferencing, we’re discussing more than just using a conference phone or making calls. The capabilities of your phone system play a crucial role in how effectively you can hold conference calls. For instance, some phone systems only allow for 3-party conference calls, while others, like Avaya, can accommodate up to 64 participants at once.

The number of conferencing parties refers to how many independent people can be connected on a call simultaneously, not how many people you can fit in a single office. If conferencing is a significant aspect of your business operations, it’s essential to understand the limitations of the system you’re considering.

Additionally, some phone systems offer advanced features like conference bridging, while others may only provide basic conferencing functionality. Conference bridging is particularly useful for large meetings, as the phone system can automatically call and connect participants at a predetermined time. This feature saves a lot of time compared to manually dialing 20 different people to add them to a call. For example, if you want to initiate a conference call at 1 pm tomorrow, you can simply program the system with the time, participants, and their contact details. At 1 pm, the system will automatically call the participants and connect them to the conference, without you needing to lift a finger. Alternatively, you can provide participants with a phone number to dial in at the scheduled time, and the system will handle the rest. It’s an incredibly efficient feature.

If conferencing is a priority for your business, it’s also worth inquiring about full-duplex conference phones. Full-duplex technology allows for simultaneous two-way communication, which significantly enhances call clarity and quality, making a noticeable difference in the effectiveness of your conference calls.

Call accounting

Call accounting is a valuable tool that enables businesses to monitor and allocate costs for every call made in the office. Some companies use call accounting to assign costs to different departments, helping them manage budgets and track expenses accurately. Others might use it to monitor employee phone usage, ensuring that staff members are not misusing call privileges.

Whether you’re interested in tracking costs, monitoring employee behavior, or both, call accounting is an effective way to keep communication expenses under control and discourage any misuse of company resources.

Call accounting is relatively inexpensive and can be integrated into almost any phone system. While some phone systems offer built-in call accounting features, the most robust and specialized solutions often come from third-party providers like Phone Control, which develop platforms specifically designed for this purpose.

Adding call accounting to your phone system is a smart investment that can help you manage costs more effectively and maintain a transparent and accountable workplace.

Music & tailored on hold messages

If you genuinely care about your company’s image, nothing makes a stronger impression than messages on hold. These aren’t just about playing music but delivering personalized messages that highlight your business. They not only sound incredibly professional but also serve to educate and entertain your callers while they wait.

Considering that over 70% of callers are left on hold for an average of 43 seconds or more, it’s easy to understand why messages on hold have become so popular. They keep your callers engaged and informed, turning what could be a frustrating wait into a positive experience.

At Total Solutions IT, some of our phone systems include messages on hold at no extra cost. Reach out to us today to find out how you can save over $1,000 with a customized message on hold package tailored specifically for your business with your new phone system. It’s an investment in your brand that pays off by enhancing your professional image and making a memorable impression on your customers.

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