The table below provides a comprehensive list of over 100 features provided by Summit Broadband Hosted Voice. Use the navigation links to quickly find features grouped alphabetically by letter.
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|Three Way Conferencing can easily be done on your Polycom phone. All Polycom models provide you with a menu option to conference once you are in an active call with a party. You can then conference in a third party and bridge together a three-way call.
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|Agent Queue Login/Log out
|Agent Queue Login manages frequently changing members of a group. Similar to clocking in and out, this feature allows for your employees, once ready to take calls, to login to your company Queue. Once a member of a Queue logs in, calls will be distributed to that agent. An agent can also log out when a shift is finished or is unable to take additional calls. A real time queue screen can be provided to keep track of agents currently logged in, along with other queue statistics.
|Attended Call Transfers
|Attended Transfers are the default transfer type and are setup to allow for the transferee to speak with the receiving party to announce the call prior to completing the transfer. If the receiving party is not available or does not answer, the transferee can easily rejoin the caller and provide additional options. Distinctive Ring Distinctive Ring allows you to customize ringtones for certain callers. This is helpful for prioritizing VIP callers as well as identifying nuisance callers.
|Attorney Account Code Time Tracking
|Attorney Account Code Time Tracking provides a no-cost solution for attorneys or other time-based billing companies to track the amount of time spent on phone calls with clients. A client account code will be tagged to a call log and a periodic report can be run to total up billable time.
|Also known as an Interactive Voice Response (IVR), an Auto Attendant allows calls to be greeted and routed efficiently. Just like a website's home page is the entryway to a site's many features, the Auto Attendant is your inbound phone gateway, presenting options such as ability to instantly speak with someone, access contacts or driving directions, reach after-hours emergency contacts, learn operating hours, access voicemail, etc. Almost all features are accessible from the Auto Attendant.
|Auto Reject allows for a caller to be rejected and sent directly to voicemail. Auto Reject is set based on the Caller ID of the caller that needs to be sent to voicemail.
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|Barging a call is when an authorized employee or manager takes control of a call. This is useful in a sales training environment when a manger needs to steer a conversation, clarify details, or simply introduce themselves.
|Blind Call Transfers
|Blind Transfers quickly transfer a caller to an extension without announcing who is calling. A blind transfer also allows for the original caller ID to be passed to the receiving party. Blind transfers are typically used when the resulting disposition of the caller is not important or if the receiving party is expecting the call.
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|Call Analytics allows you to easily run reports based on your inbound, outbound, or internal calls. Call Analytics can also provide accountability for employees and managers, ability to project growth based on call volume, and research tools for issue resolution.
|Call Forwarding can be set based on the status of your phone, forwarding all callers to the selected destination. Call forwarding on "no answer" will forward callers only if you are not able to answer their call at the time the forwarding is set.
|Call History has three categories: calls placed, calls received, and missed calls. Each phone saves information on your 100 most recent calls and stores the information based on the disposition of the call: calls placed, calls received, and missed calls.
|Call Hold is a feature whereby a caller can be placed on hold (with or without music) if a long wait time is expected. Call Mute is also an option. Call Mute features no hold music and is more suitable to brief hold times.
|Call Logs provide detailed information for each inbound, outbound, or internal call. Having a detailed call log is important for accountability and enables call analytics. Upon request, Summit Broadband can provide custom call log reports.
|Call Monitoring allows an authorized employee or manager to listen to active live calls without detection. Calls can be monitored by targeting a specific extension or by enabling real time scanning of active calls. Call monitoring is important for businesses that need accountability, have specific policies or regulations they must comply with, or wish to ensure a certain caller experience. Call Monitoring is also a great option for new hire training, allowing a new hire to listen in on a call with an experienced employee to learn how to properly handle a phone call.
|Call Park/Pickup allows for a caller to be transferred to a holding place where they hear music. The holding place will then ring a designated set of phones until someone picks up. Call parking is useful if you aren't sure who the call should be transferred to, but you need to free up your phone to take the next call. The feature is reassuring because you know the system will continue to try and get the call answered as you move on with your work day.
|Call Queues are designed to be used when you expect more callers than you have employees to answer the calls. Summit Broadband Hosted Voice specializes in high volume call queue technology designed to handle large bursts of calls, distributing the calls based on logic. Real time screens can also display the status of each queue and can be used in call center environments on large LED displays.
|Call Recording records all calls or specific calls on demand. Call recordings are saved for 10 business days and will be deleted unless you download them prior to the 10th day. Advanced options are available to copy call recordings to your remote server for archival purposes. Please note that there are State and Federal regulations regarding Call Recording. Consult an attorney to determine if your specific use of Call Recording requires any disclosures or permission requirements.
|Call Reporting is available online from each Polycom phone history or can be provided directly by Summit Broadband by request. Custom reports can also be requested if not available online.
|Call Routing is the collective call flow of each call. Combining schedules, ring groups, hunt lists, extensions, voicemails, etc., a complete call routing experience can be created for your callers.
|Call Screening requires the caller to provide verbal identification before a call is placed to an extension. Additionally, the called party has the ability to preview the identity of the caller and either accept or reject the call.
|Call Waiting is a simple feature that allows for the answering party to receive a notification that another caller is attempting to reach them. The answering party can then choose to answer the incoming call, whereby the existing call will be placed on hold, or let the caller go to voicemail.
|Caller ID is supported for both the Caller Identification Number and the Caller Identification Name. If provided by the caller's carrier, calls will display a Caller ID name and number. Additionally, when calling outbound, if setup, your outgoing line will display your number and the caller id name of your choosing up to 15 characters Your name, your department, or your company name, for example).
|Caller ID Labels
|Caller ID Labels tag calls with labels so the final answering party has some information on where the call has traveled through the system. This is almost a requirement in a shared receptionist environment where multiple numbers are answered or in a department that handles multiple requests. A tag or label is usually a short prefix that indicates what number a caller dialed or perhaps what menu options the caller pressed to get to the answering party. For example: A client is calling an attorney's office. Little does the client know that the answering receptionist handles calls for several attorneys in the building. The receptionist will see in the Caller ID display a tag or label indicating the attorney's initials and will know how to properly answer and route the caller. The label or tag is persistent and will stay with the call as it travels through the phone system. Additionally, the call detail record will document the prefix in the event that the source of the call is in dispute.
|Conference Bridge allows for larger groups, typically greater than three to get together in a single conference room. Joining a conference bridge can be accomplished by transferring a party into the conference room, providing a party a dial in number and PIN, or providing local employees with a direct access feature code. Both private and company-wide conference rooms can be provided for your group bridging needs.
|Cross Account Dial Plan
|Cross Account Dial Plan integrates multiple third-party account dial plans. This feature is great if you happen to do business or are related to another Summit Broadband customer and would like to easily reach certain departments or extensions using a local dial plan. For security, accounts are kept separated and authorization from both account contacts is required before a shared dial plan is created.
|Custom Dial Plan
|A Custom Dial Plan can be used to accommodate an existing dial plan. You don't have to give up your old extensions that were incorporated into email signatures and business cards: Summit Broadband can provide a custom dial plan to allow for continued use of those extensions.
|Custom Feature Requests
|Summit Broadband welcomes custom feature requests. We purposefully designed our systems to accommodate custom features for our incredibly diverse customers. We love the challenge of creating and implementing new features!
|You can record Custom Greetings for your main company voicemail boxes that make your business stand out among the competition.
|Custom Hold Music
|Keep your callers entertained with Custom Hold Music. Scripted voiceover announcements can be mixed in with music to provide your callers with important information or promotions while they wait.
|Custom messages allow you to have unique. Custom messages can make your business stand out among the competition and are typically used in Auto Attendants, Music on Hold Messages, or peridoc system announcements.
|Custom Queue Hold Message
|Custom Queue Hold Message allows for a periodic message to be played to callers waiting to speak with a representative of your company. This allows the company to provide important information, answer simple common questions, etc, making the hold time more productive for you and your callers. Custom Queue Hold Music Custom Queue Hold Music tailors a caller's experience based the purpose of the queue. Escape from Call Queue Escape from Call Queue allows for a prespecified time out and redirection to another preconfigured destination. Pre-Call Announcement Pre-Call Announcement plays a one-time prerecorded message to your caller before their call is attempted.
|Custom Schedules can accommodate any business by routing calls based on time frames. Custom Schedules can be very useful for handling multiple shifts, open and closed greetings, lunch breaks, after hours emergencies, and voicemail options.
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|Dial 611 for Support
|Summit Broadband is only an extension away. Simply dial 611 to be connected to Summit Broadband support. Using 611 will deliver your account and phone information to Summit Broadband to more efficiently handle your request.
|Dial by Extension
|Callers can reach any phone in your company's network with Dial by Extension. Even remote offices and telecommuting employees with Summit Broadband Hosted Voice phones can be reached with an extension. Extension lists can be provided for easy reference and incorporated into your company directory, email signatures, and business cards.
|Dial by Name
|Dial by Name allows callers to reach a person without knowing their extension. The caller is prompted enter their party's first or last name and then directed to the proper extension. Dial by Name Directory A Dial by Name Directory can be provided to your caller who can listen to each employee's name and select a option to be directed to that party's extension.
|Direct Inward Dialing
|Direct Inward Dialing (also known as a private direct line) can be provided for each extension or for certain designated extensions. This is useful in cases where an employee needs to give out their direct line to accommodate certain business relationships. Direct inward callers bypass company directories, auto attendants, etc.
|Direct Outward Dialing
|Direct Outward Dialing is available by default. Some older systems required that you pressed "9" or another operation to get an outside line. With Summit Broadband Hosted Voice, just dial your 10-digit number or 011 and country code for an international call. Dialing a 1 before your number for a long-distance call is not required.
|Do Not Call (DNC) Blocking
|Do Not Call DNC Blocking is a unique solution for any business that maintains a in-house, do-not-contact database or who subscribes to a State or Federal DNC list. This feature requires that your DNC list database of list vendors is accessible via an API or Webhook call. This feature can be setup account-wide or on a per-extension basis and will query a list resource prior to each call to determine if the call should proceed or a prerecorded DNC message should be played.
|Do Not Disturb
|Do Not Disturb is a readily available feature that allows a user to place his or her phone in a state where no calls will come through and no ringing will occur. Do Not Disturb will typically send callers directly to voicemail. This feature is especially useful when expecting a meeting or when complete task concentration is required. This is similar to a feature on most mobile phones where you can turn off your ringer and ignore callers.
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|E911 is the enhanced version of 911 services. E911 service automatically sends the location and the phone number to the emergency services personnel. This feature ensures that every Summit Broadband line automatically provides the subscriber's address and telephone number to the nearest Public Safety Answering Point (PSAP).
|Extension dialing is available for all phones and most features. This allows you to access most feature requests and phones via a short and easy to remember dial feature code or extension. For example, if you would like to call all phones in a department you can request one extension to dial that will dial all phones. Using short easy to remember extensions is a great way to save time and be more efficient.
|Extension transfers allow for an extension to move to a different physical phone. This feature is particularly useful if traveling to a remote office, upgrading your phone, or if employees switch desks.
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|Fax to Email
|Want to get rid of your fax machine but still receive faxes? Fax to Email routes incoming faxes to your email, so you can keep the fax number but don't need the machine.
|Feature Setup and Testing
|Feature Setup and Testing is a feature in itself. Having an extensive list of features is great, but you may want some guidance on which features are best for your business as well as training and on what to expect from the feature once it has been implemented.
|Find Me/Follow Me
|Find Me/Follow Me is a robust feature set that allows for a variety of ways for callers to reach you. Such options as ringing a desk phone for 4 rings, and then rolling over to a mobile phone for 3 rings, and if no answer than forward over to a coworker or go to voicemail can be very useful for the on-the-move employee. This feature allows for the ability to move about the office or even outside of the office knowing the system will attempt to follow you.
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|Geographic routing routes your callers to different destinations based on their geographic location. Geographic location is determined based on the area code or country code of the caller and will not work if a mobile caller has roamed outside of their normal calling area.
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|Holiday Closure Schedules
|Holiday Closure Schedules can be set in advance of an expected holiday. On most major holidays, Summit Broadband will send out a holiday closure reminder along with a sample prerecorded message or option to record a custom message.
|Hunt Lists allow for multiple steps of ring groups, queues, or outside numbers to be called. Hunt Lists can provide advanced call routing and are often used when multiple parties need to be reached in a certain order.
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|Inbound Call Filters
|Inbound Call Filters (or source-based routing) can be used to route a caller based on their location or phone number. For example, if you have a dedicated employee that deals with all relations with a certain vendor, Inbound Call Filters can route incoming calls from that vendor to the employee. Give your customers VIP treatment by letting them skip the line and get directly connected with someone.
|Want to speak with a colleague within your company's Polycom network without picking up the phone? In-Office Intercom directly connects to your colleague via speaker. Redial Redialing is a timesaver! With Summit Broadband Hosted Voice and Polycom, you can redial up to 100 of your most recent phone calls.
|International Local Numbers
|International Local Numbers are available in over 100 countries and can be acquired from the local, in-country telecommunications provider. International Local Numbers provide an easy, low-cost option so customers or callers in other countries to reach you directly. Fees for International Numbers vary depending on the origin country.
|International Toll-Free Numbers
|International Toll-Free Numbers are available in over 60 countries and can be acquired from the local, in-country telecommunications provider. International Toll-Free Numbers provide an easy low cost option for customers or callers in other countries to reach you directly. Fees for International numbers vary depending on the origin country.
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|Keypad Door Access Integration
|Keypad Door Access Integration allows a company or multi-tenant environment to integrate an outdoor call box in combination with a access keypad. Guest access can be provided by programing the keypad to call a designated employee. After verifying identity, that employee can enter in a key sequence to unlock the entry door. Additionally, authorized personal access codes can be maintained as dial codes and can be aligned with the open and closed phone system schedule. Remote Voicemail Checking Remote Voicemail Checking is a convenient feature when the need arises to access company or individual voicemail boxes from a remote location.
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|Line Failover prepares you for an emergency before it happens. In a disaster recovery scenario, Line Failover automatically pushes all incoming calls to the landline or mobile device of your choice.
|Local & Long Distance
|Unlimited local and long distance is included with every Summit Broadband Hosted Voice plan. Additionally, any ten-digit number within the North American Dialing Plan is included. This includes Canada, Caribbean, Bermuda, and U.S. Pacific Territories.
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|Message Waiting Indicator
|Voicemail Notification triggers an LED light and an on-screen message notification display whenever you receive a new voicemail. Although most customers prefer to have voicemails sent to their email, this feature can be used in tandem for those that would like visual voicemail notification on their desktop phone.
|Missed Call Indicator
|Missed Call Indicator is a basic feature that shows a visual indicator on the Polycom phone screen. This feature also allows for a quick return call by dialing the missed call for you upon your return.
|Multiple Calls per Extension
|Multiple Calls per Extension or Line allows up to 6 simultaneous callers to be handled on a single phone. Callers will never get a busy signal. If you expect more calls than your employees can handle, we invite you to explore our Queue feature.
|Multiple Office Dial Plan
|Multiple Office Dial Plan groups office extensions together to create individual sets of extensions for each office. For example: A construction company has three regional offices in the State of Florida. Orlando uses the 1XX set of extensions, Miami uses the 2XX set of extensions, and Tampa uses the 3XX set of extensions. Each office can reach each other by dialing the other office's extension prefix, while each office dials internally dials with the local office prefix.
|Multiple Voicemail Folders
|Multiple Voicemail Folders allow for users that prefer to manage voicemails on the phone system and can easily store and organize voicemails to folders such as Friends, Family, and Work.
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|No Busy Signals
|No Busy Signals is feature built deep into our system. There is never a reason that a caller should get a busy tone. There may be times that a company's staff is busy, however, callers should always be presented with options before ever receiving a busy tone.
|Number Portability is provided at no cost for both domestic, local, and toll-free numbers. International local and toll-free numbers can be ported for free based on the origin country.
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|One-Sided Call Recording
|One-Sided Call Recording is a feature only records one side of the call. The side can either be the caller or the agent, but not both at the same time. This can be useful in certain regulatory environments.
|Operator-Based Schedule allows for employee-based Day and Night mode-based call routing. This feature is useful when business hours constantly change or are entirely based on employee availability.
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|Paging allows for a broadcast of a one-way audio announcement. Paging can send a broadcast to multiple phones or to a dedicated speaker intercom system.
|Presence Monitoring, also known as Polycom Buddy Watch, allows for you to see the status of your colleagues in the office. This feature is great for department team members or for employees that often transfer calls to other extensions.
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|Queue Routing Logic
|Queue Routing Logic distributes calls 5 different ways: Round Robin, Least Recent, Fewest Calls, Random, and Round Robin with Memory. Each call distribution logic performs differently and understanding your call flow is key to determining the proper logic. The default logic is Round Robin with Memory, whereby each call will rotate to the next extension in line and remember the last extension that received a call for the next caller will be distributed to the next in line. Consult with Summit Broadband on which option may be best for your workflow.
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|Real Time Extension Screen
|Real Time Extension Screen provides managers with real time indicators showing which agents are on active calls and which aren't. This display is a convenient option for a separate office floor plan.
|Real Time Queue Screen
|Real Time Queue Screen provides a easy-to-read, large-format display page that can be used on a large flat screen or computer screen. Real Time Queue Screens are very popular for large call volume customers that need constant visual feedback on the status of their queue so decisions can be made and resources best allocated.
|Realtor Home Information Line
|Realtor Home Information Line provides a no-cost solution for real estate agents to provide an audio tour of a home for sale or rent. A special information access line and Home ID is created that will play the desired information to the caller. This is an excellent tool for lead generation as the caller's information will be made available to the agent. The caller can also opt to be connected to the real estate agent concerning the listing.
|Remote Line Access
|Remote Line Access allows for authorized employees to call in from the outside and use a phone system line to make an outbound call. This feature is useful when an employee needs to make a phone call from the business telephone number, so it appears the call is coming from the business. This is also helpful when calling from a personal cell phone and the caller wishes to keep his or her number private.
|Remote Monitoring allows for authorized personnel to dial in from outside the office and enter a PIN code to monitor live calls and activity in the office. This is useful when you have productivity concerns in the office, especially when supervising managers are off-site.
|Report Caller Hold Time
|Report Caller Hold Time provides the option to announce the hold time to the answering agent that their caller just experienced. The hold time is only announced to the agent and not the caller. If a caller has had a long hold time, the announcement triggers the agent to acknowledge the hold time to the caller and use customer care techniques to keep the caller engaged. Wait Time Announcement Wait Time Announcement provides the option to periodically announce the hold time to the caller for the total amount of time they have been in queue.
|Require Account Code to Dial
|Require Account Code to Dial adds a security layer where account or access codes may be required before a phone call can be placed. This feature can be set up account side or on specific extensions.
|Ring Groups allow for multiple extensions to ring together in tandem or in a time series. Ring Groups are helpful when multiple people are responsible for taking calls or is a backup is needed in case the primary phone answerer is not present. Summit Broadband Ring Groups are highly customizable and can be designed to handle almost every scenario to ensure calls are being answered.
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|Side Car Call Transfers
|Call Transfers are designed for large companies. Typically, a sidecar attaches to the side of your Polycom reception phone, which allows for easily visualization of the entire office. Remembering everyone's extension is rarely an option, so the ability to transfer a caller to another extension by pressing a single button on a side car is particularly valuable.
|Source-Based Caller ID Routing
|Source-Based Caller ID Routing provides the ability to change the call route depending on the Caller ID of the caller. Implementation is useful when constant communication between outside parties occurs.
|Special Lines allows for other non-Polycom based devices to be integrated into your phone system. This include devices such as Analog Converts, Paging and Intercom Systems, KeyPad, Audible and Visual Call Notification systems.
|Special Mailboxes are most commonly used for company, departmental, or group mailboxes where multiple people are responsible for returning calls. Special Mailboxes can also be used to gather snippets of audio such as testimonials, feedback, or allow employees to clock in and clock out remotely.
|Speed Dial Directory
|Speed Dial Directory saves your contacts in your phone. Just like a mobile phone, you can store contacts and speed dials that are easy to navigate in your Polycom phone.
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|Toll Free Numbers
|One Toll Free Number is included on each Summit Broadband Hosted Voice customer account and additional toll-free numbers are available upon request. Summit Broadband offers competitive rates for Toll Free calls inbound or outbound.
|Transfer to Mobile Phone
|Transfer to Mobile Phone feature transfers your active to call to your mobile phone if you need to leave your desk and continue the conversation elsewhere. Transferring to a mobile phone can also be convenient if you are waiting for a call but need to leave your desk.
|Transfer to Voicemail
|Transfer to Voicemail is a receptionist feature that transfer a caller directly to an extension's voicemail box. When enabled, this feature utilizes an additional button on a Polycom phone that will bypass any forwarding, do not disturb, or other call routing and immediately drops the call into the desired mailbox. Queue Static Agents Queue Static Agents permanently assigns agent extensions to a Queue. This feature is useful when the agents answering calls from a queue rarely changes.
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|Vanity Toll Free Numbers
|Vanity Toll Free Numbers are available; however, desired numbers are often already secured by a third party.
|Virtual Extensions provide the ability to have dialable extensions on your account without requiring a physical phone. This can be especially useful for redirecting former employee extensions, allowing remote employees to take calls on their mobile phones, or redirecting callers to a special voice mailbox.
|Virtual Fax sends a fax via email. The page that needs to be faxed is attached to an email within your existing email client and sent to a provided email address.
|Voicemail is a standard feature. Summit Broadband Hosted Voice voicemail can be used for both personal extensions, departments, groups, company-wide, etc. Voicemails can also be used for gathering testimonials, collecting feedback, employee time card check-ins, etc.
|Voicemail to Email
|Voicemail to Email is one of Summit Broadband's most popular features. It's a very convenient way to have a message sent as an attachment to your email. Voicemail to Email allows for saving and archiving voicemails and receiving and listening to messages on your mobile device. Auto Divert Auto Divert lets you divert wanted or unwanted callers to another extension. Auto Divert is set based on the Caller ID of the caller that needs to be diverted.
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|Warehouse Visual or Audible Ringing
|Warehouse Visual or Audible Ringing is a great feature for employees that work in large or noisy environments. A visual call indicator can be in the form of a bright strobe light that flashes when an incoming call is detected. An audible indicator can be a horn or loud speaker that generates a loud ringing sound or tone when an incoming call is detected.
|Whispering is an advanced feature that is specifically used for training or coaching employees in a live call scenario. Whispering allows for an employee to hear the voice of another employee without the calling party hearing what is being spoken. This can be useful if a call needs to be directed without interrupting the call.
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