VoIP Features

VoIP providers are quite varied and the plans and services they offer are, too. For the most part, however, the features offered on VoIP systems are fairly standard. Listed here are the most commonly offered features for residential (basic) service and for small business.

Basic Features

Basic features are those usually found in residential VoIP accounts. They typically include:

Free second phone line

Double capability on one phone number. Use both phones at the same time. Take a second call when the first phone is busy. Receive a fax while on the phone.

Unlimited local and long distance calling

Unlimited calling plans typically come with restrictions, for example, free long distance in the US and Canada, but international calls are limited to certain countries.

Free overseas calling to selected countries

Check the list provided to make sure the countries you want to call are listed.

Caller ID

Besides the typical inbound Caller ID service, you are often able to manage how the Caller ID information is presented. You can also modify your outbound Caller ID info to present a custom description of your company to those you call.

Call forwarding

Incoming calls can be routed in many ways. You can set up static routing that sends all calls to your home or your mobile phone all the time. You can set up schedules so calls are sent to another number during certain time-frames. You can even route calls based on incoming Caller ID information. That means you can automatically route your mother’s calls to your mobile phone so no one in the office knows your mother is calling you at the office.

Call Return (*69)

This service normally gives you the phone number of the last person who called you and the time they called. You then have the option of returning that call automatically.

Call Blocking

Call Blocking uses Caller ID information to handle incoming calls directly. Numbers can be routed to Voicemail, receive a busy signal, or simply be allowed to ring unanswered.

Call Recording

Many system allow you to set up specific criterion which, when met, cause a call to be recorded. The criterion can be a specific Caller ID, all calls to an extension, or possibly calls made during a time-frame.

DND (Do Not Disturb)

This feature allows you to set your system to manage calls a certain way with one click or button press. Depending on how you configure the system, calls can be routed directly to voicemail, re-routed to the automated attendant, routed to another phone number or extension or given a busy signal.

3-way calling

3-way calling allows you to add a third person to your conversation.

Voicemail

Calls you miss are recorded by the system and you are notified the recording was made so you can listen to it at your convenience.

Voicemail to email.

Voicemail recordings are sent to your specified email account so you don’t have to call in to hear them. Voicemail to email is normally sent in a .WAV file.

Web-based control panel for configuring account options

Nearly every VoIP provider offers their clients online account management of some kind. Usually you will have complete control over nearly every aspect of how your service is configured. Typically, the features listed here are managed on these screens.

Softphone software for your computer

Softphone software turns your computer into a online telephone. Use this software in conjunction with an internet connection and your VoIP account information to take and make telephone calls, check voicemail and more.

e911 emergency dialing

e911 is a system that works similarly to the standard 911. One major difference is you have to set it up for it to work. Check with your VoIP provider for details. If you do not go through the process of providing information to the e911 system, 911 calls you make will not be handled as smoothly as you might wish.

Free in-network calling

With this feature, all calls made to other subscribers of the same VoIP service provider are free.

Network-unavailable call forwarding

To use this feature, you provide a land-line or cellular phone number to your VoIP provider. In the event of a failure of some sort that prohibits your calls from being handled by the VoIP provider, you call will be routed to the number you provide.

Business Features

Features for business users often include all of the basic features listed above plus:

Auto Attendant

Your incoming calls are answered by an automated answering attendant. Callers are prompted to press buttons on their phones to route their call to the appropriate party. You set up how this is done in your account options screens. Sometimes you have the ability to record custom segments to be used in this system.

Assignable extensions

Using this feature you assign purchased extension numbers to your employees. These extension numbers are linked by you to any phone number where they can be reached. You are often able to list several numbers for an employee and have those numbers dialed in a certain order under certain circumstances.

Company directory

Using this feature you fill in a few fields of information and create a company directory. The auto attendant uses this information to assist callers in reaching the person they need to talk to.

Dial-by-name routing

This is a feature of more advanced auto attendants. A voice recognition routine is used to match what a caller says to an entry in your company directory. The caller is normally presented the name that was found and then the option to proceed or try again.

Day / Night scheduling

This feature allows you to handle calls in different ways depending on the time of day.

Holiday / Weekend scheduling

This feature allows you to handle calls in a predefined manner based on the day of the week or the date.

Music on hold

Play music for callers while they are on hold. This serves more than just an entertainment function, it also lets the caller know they are still connected with your office.

Message on hold

You can play pre-recorded messages to your callers. This uses hold-time to your benefit, and can be informational or even entertaining to your callers.

Voicemail boxes

Synonym for Voicemail. Normally only used when extensions are involved.

Separate web-based control panel for users, administrators and owners.

The value of having different levels of control panel in a business account is in the ability of the account owner to control who does what when. It also allows users to do some of the work of configuring their slice of the system, spreading the admin load.

Follow-me, Find-me routing

To use this feature, you will enter a set of alternate phone numbers where you can be reached. You can sometimes select which numbers are active and which are ignored, but at the very least, you can add and delete them easily. When you are out of the office, the call is routed through the list in the order you specified when you set it up.

Simultaneous ringing

This feature rings several numbers in your alternate phone number list at the same time. This lessens the delay in finding you.

Send and receive faxes at your desktop

Online faxing is a subject requiring pages to describe. Your system recognizes the incoming call as a fax call and receives the fax and stores the data in a file, usually a TIF or PDF file. You are also able to send faxes in several ways including print-to-fax, email file attach fax and direct fax from many applications.

Conference calling

Conference calling is like 3-way calling except you can have many callers on the line at one time.

Call Queues

A call queue is a line of calls. It is a way of placing multiple callers on hold and answering their call in sequence. A set of extensions is selected to handle these calls and as they end one call, the next caller in line is directed to that extension.