Voice over IP

We are in the process of migrating people from the old analog PABX phones system to a new Voice over IP system.

What is Voice over IP?

Voice over IP is a system for using data networks, such as the LAN and Internet, to carry telephone calls. This allows users to use headsets on their PCs and click to dial (the new Call Centre system) and also allows some users to have their extension connected to their mobile phone or tablet/iPad for use without having to be at their desk (or even in the office, for that matter). In addition there are also IP phone instruments that can be purchased and connected to the LAN for those folks who do not wish to use headsets connected to their computers or their mobile devices.

Some of the advantages:

• • Cost savings - Call rates on VoIP are lower than on Telkom or mobile operator lines, in addition most Lightstone group companies use VoIP and we are able to route calls between branches via VoIP at zero call cost.

  • Click to dial - VoIP users are able to click a sip: link on web pages like the Numbers and Codes page to dial the number. Call Center operators simply click a button in SQS to dial a number.

  • Call recording - Calls can be recoded on the Asterisk server, this is done automatically for all Call Centre calls.

  • Voicemail - Each Asterisk extension number gets voicemail.

  • Mobility - Users are able to use the telephone system while mobile.

  • Flexibility - Because Asterisk is a software system, ICT is able to do advanced things like:

    • Call queues - Such as 301, which rings on all connected ICT team phones.

    • Interactive menus - Those "press 1 to do this and 2 to do that" things.

    • Inbound call routing - Calls from specific external numbers can automatically be routed to specific operators.

    • Failover numbers - If I don't answer my extension the call is automatically forwarded to my cell number.

    • Conference bridges - Multiple people dial in to a special extension and they can talk together.

Extensions

The extension list is available at Numbers and Codes.

Feature codes

The codes *43, *60, *65, the Call Forward and the In-Call codes are available to all users, the other codes are available to users outside the Call Center only. Keep an eye on Numbers and Codes, over time some of the feature code names will become links with more detail on how to use them.

Extension forwarding

It is possible to set your extension to forward to someone else under three different conditions, Busy, Unavailable/Unanswered or All. Calls can be forwarded to another extension or to an external telephone number, but please try to avoid forwarding calls to external numbers. In the examples below we will put ??? where the number to forward to must be put.

• • To forward calls when your phone is busy, dial *90???

  • To stop forwarding calls when your phone is busy (will go to voicemail instead), dial *91

  • To forward calls when your phone is unanswered/unavailable, dial *52???

  • To stop forwarding calls when your phone is unanswered/unavailable(will go to voicemail instead), dial *53

  • To forward all calls, dial *72???

  • To stop forwarding all calls (your phone will ring and the other forwarding rules, if any are set, will be applied), dial *73

Please note: to forward your VoIP number to your old analog phone, prefix the number with 99, so to forward all calls to (say) 199 you would dial *7299199.

To forward your old analog to your VoIP number you pick up the analog phone and dial *11 followed by the VoIP extension and wait 3 seconds for a tone. To turn the forwarding off again, pick up the phone and dial #1.

Transferring calls

The VoIP system has two methods of transferring calls, attended and blind:

Attended transfers

This is used to transfer a call to a third party but speak to the person you are transferring to first. This method also allows you to return to your original call after speaking to the third party without actually transferring. The general flow of events is like this:

• 1. You are busy in a call and decide to transfer the call or consult with a third party

  2. Press *2

     1. • You will hear "Transfer"

        • The other person on the call will be put on hold and will hear on-hold music

  3. Dial the extension of the third party and wait 3 seconds after dialing

  4. When the third party answers, speak to them, then decide if you need to transfer the call or return to the original person

     1. • If you want to transfer the call, just hang up (end the call), the other person is now connected with the third party

        • If you want to get back to your original call, ask the third party to hang up, you will now be back on your original call

Blind transfers

This is used to transfer a call to a third party without talking to them first. The general flow of events is as follows:

• 1. You are busy in a call and decide to transfer the call

  2. Press ##

     1. • You will hear "Transfer"

        • The other person on the call will be put on hold and will hear on-hold music

  3. Dial the extension of the third party and wait 3 seconds after dialing

  4. The call will end on your side and the other person will be transferred to the third party

Voicemail

Everyone on the VoIP system gets voicemail, it's built in. If someone is unavailable when they are called the call will be redirected to voicemail, simply leave a message and the message recording will be emailed to them.

Special handling of incoming calls

When someone calls one of our 087 numbers they usually get a recorded message stating who we are and that we will call them back. If they press * while the recording is playing they will get a menu of options to dial extensions or some special services. It is possible to have this entire system bypassed for certain callers.

Say we want bodyshop ABC to be able to call 087 354 6393 and immediately get connected to a specific operator, simply send a message to ICT asking us to direct that specific caller to a specific person.

User Control Panel

Users outside the Call Center have access to the User Control Panel when on the LAN or connected via VPN. On this you can set things like your call forwarding and voicemail handling, you can also access a history of your calls on this page.