Mobile and IP Centrex Service Strategies: Templates for Success Part 5 – Simple Details, Powerful Services
To complete our current series of articles on main number functionality and services, let’s zoom in on two critical elements that can dramatically enhance even the simplest of services:
- time of day routing
First, let’s consider time of day routing. This is simply the ability to make decisions about where to route a call based on selected times. It allows subscribers to the Mobile PBX or IP Centrex service to choose the times during which they want calls to be routed to particular destinations.
For example, an enterprise or SME can define its opening hours as “0800 – 1700”. Outside of these hours, they might wish all calls to be diverted to the corporate voicemail. They may also wish to define an office week, say from Monday to Friday, so that calls received on a Saturday or Sunday are also diverted to voicemail.
Similarly, there may be a general holiday period (Christmas Day, perhaps), on which the office is also closed, so we need to take account of calendars too. This is easily done, so enterprises can control not just how calls are handled when they are open, but ensure they are treated appropriately when they are not.
The insertion of the time of day module allows the service provider to offer these options to its clients. It’s a key part of the service, but one that is often overlooked because we tend to think about what happens to calls that are actually answered. We often don’t consider the calls that we don’t want to receive or which can’t be answered because they originate outside normal working hours.
The module is easily inserted into a service strategy and is included in many of the templates that are provided with the Easy Virtual PaBX. Once available, there are many aspects of the behaviour that can be configured, both by the user and by the service provider. It is easily linked to the subsequent modules which determine what happens to calls after the time and date behaviour has been activated.
Being able to configure such rules and exceptions is easy, but also very powerful and subscribers to the service appreciate being able to control such features. It means they buy not just a service, but a capability that complements their own business and can adapt to their circumstances. It’s the difference between simply having a service and leveraging powerful business tools that enhance productivity.
It’s this sort of flexibility and attention to detail that turns a basic service into a winning service – and which distinguishes the Easy Virtual PaBX from other solutions. With the Easy Designer, it’s a straightforward matter to enable these and other options to be introduced, either into generic service templates or to specific service offers that are generated by the service provider. More complex scenarios can be created for enterprises that have more demanding requirements – for example, if offices have sub-teams with different opening hours such as a service desk that is open all year round. Adaptability and flexibility are the key to differentiation. What’s more, service providers can have the confidence that, while they can offer generic, proven services that meet most requirements, they can also ensure they cater for exceptional needs with something tailor-made.