Virtual PBX Key Features

ACD Queuing: An Automatic Call Distributor (ACD) queue is an "intelligent" call handling system of a virtual PBX service that routes calls based on individual specifications, such as dialing the extension that has received the fewest calls, been idle the longest, etc. This intelligent queuing system even gives you the option to route calls to your best employees first and can make sure your most important clients get top priority by automatically putting them at the top of the call queue.

Auto Attendant: Allows callers to be automatically transferred to an extension without the intervention of an operator. This type of program also features a menu system that will let callers select which department they want to be routed to. For example: Dial 1 for Sales, 2 for Customer Support, 3 for Billing or 0 to speak to an operator.

Call Block List: A list that allows you to automatically reject calls from specific numbers.

Call Forwarding- Forward inbound calls to another number: Call forwarding directly transfers a call to a specified number, instead of requiring someone to answer the call and then manually transfer it to the desired number.

Call Handling Rules: Parameters that determine what will happen to a call when it is received.

Caller ID: A feature that shows the name of the caller (which is usually not saved as a contact in your address book).

Call Logs: A record of all calls made and received within a specified time period.

Call Recording: A feature that allows you to record calls.

Call Screening: Typically, you have the option to take the call, transfer it to voicemail, block the call or transfer the call to another number.

Call Tagging: After the caller dials through the auto-attendant and chooses an option like sales, billing, or customer support, you can hear the recorded "tag" identifying which department the caller selected before you answer the call.    

Call Transferring: With most hosted PBX systems you can transfer calls to any phone (fixed or mobile), not just other phones in your system.

Click to Call: A virtual PBX feature that allows you to insert an object (button, image, or text) into your website for users to click that will instantly call into your PBX system.

Conference Calls: A function that interconnects three or more phones simultaneously.

CSV File: CSV stands for comma-separated values and is a delimited text file that uses a comma to separate values in spreadsheets and databases in order to import and export files, such as address books, into virtual PBX contact lists.

Custom Greetings: A custom message that you can set to be played for callers.

Dial-By-Name Directory: Let callers find the number they want by spelling the name of the person they are trying to reach on a touch-tone keypad.

Do Not Disturb (DND): A setting of a virtual PBX service that lets the system know to not route calls to specific extensions because the operator is not available.

Extensions: An additional telephone that operates on the principal line.

Follow Me/Find Me Call Handling: Designate a series of phone numbers (e.g. office phone, cell phone, car phone, home phone, etc.) and the system will sequentially try each number until the user is reached. The virtual PBX service will forward the call to voicemail if the call is not answered at any of the designated numbers.

HD Voice: A feature that broadens the range of frequencies that the sound is transmitted over. This creates clearer sound on your calls.

Internet Fax: The process of either sending or receiving a fax document over the Internet.

Mobile App: Short for "Mobile Application," which allows you to access and use the online interface of your PBX system through a smartphone (iPhone, Android, Blackberry, etc.).  Some virtual PBX providers offer mobile apps.

Moderator Features: Settings of a conference call that let the administrator or initiator of a call direct the people involved in various ways (e.g. mute, connect, disconnect, etc.).

Music on Hold: Music that plays while you are waiting to talk to someone.

Number Porting: The ability to transfer an already existing number into your virtual PBX service to be used as your virtual PBX number.

Online Address Book: A list of your contacts that you can store in the online PBX interface.

Set-up Wizard: A program that walks you through the initial process of creating and setting up extensions.

Softphone: A software program for making phone calls over the Internet using your personal computer, laptop or smartphone, rather than using dedicated hardware.

Vanity Numbers: Usually a toll-free phone number, this is another name for a personalized number (e.g. 1-888-GO-GREEN) that can help your customers remember not only your phone number but your company as well. 

Voicemail Alerts: Get a text or email notification from the virtual PBX service letting you know that you have received a new fax or voicemail message.  

Voicemail Service: Get voicemail messages via an electronic mail box that can be accessed via phone, email (voicemail to email) or online. Some of the less robust systems do not provide the user with access to online voicemail.   

Voicemail to Email: Receive voicemails in WAV format via email by designating one or several email accounts to receive the file. This is an almost universal feature that is almost always included with a virtual PBX service.

Voicemail Transcription: A service (that usually costs extra) that transcribes your voicemails into text that you can receive in your email.