Inbound Call Management and the Switchboard
While in some countries the mobile is fast replacing desktop phones and becoming the default user device for many in enterprise and SME segments, there is still an abundance of desk phones in service. And, many users will want to retain a physical desk phone for some time to come.
Furthermore, many users will also opt for softphones that can be installed on PCs or pads. All of this means that any one user might have many potential devices on which to take a call, even if their preference is for a specific device.
This makes inbound call management an essential part of any enterprise or SME service. In fact, it’s so important, it’s often a standalone service offer in its own right. We’ve experience of this, having recently deployed another instance of our ECM platform with a major service provider.
For an inbound call management service to be effective, all end points – whether they are mobiles, desk phones or soft phones - need to be reachable. While users might have different preferences for a particular device, it’s essential that all are included. With a solution from Gintel, users can select parallel or sequential ringing, meaning that each device is called at the same time or in a predefined order.
There is even a delayed ringing option – a special case for users of an IP client on their mobile. In this case, the call to the GSM device is delayed for a period, to give users the option to answer it on the SIP mobile client, with a default to GSM / UMTS / LTE if the call is not answered.
The second most important requirement is for a switchboard application. This enables enterprises and SMEs to actively manage incoming calls and to steer them appropriately. The assistant can also activate service features from within the switchboard environment, such as call transfer, call park and so on. In this case, the Gintel solution offers a powerful desktop application, a mobile application or a web-based portal, giving flexibility to the operator.
While there are numerous other features that can be enjoyed by enterprise and SME users, these core functions are the primary ways in which users can be reached – via main numbers and direct numbers and are at the heart of any successful inbound call management service.
Inbound call management is a key component of any enterprise product portfolio and should be considered complementary to any Virtual PaBX, call recording or conferencing offers. Why not find out how we can help you launch proven services for enterprise and SME customers?