BT Cloud Voice

Self-service online tool. Administrators can set up user profiles; users can control their individual call management features.

Set up a redirect so that incoming calls are automatically routed to another phone.

Set rules to forward incoming calls to another phone: forward all calls; forward calls when busy on another call; forward when incoming call is not answered.

Transfer calls to any number, internal or external (including mobiles).

Set up a 3-way conference call instantly, including bringing a third person into an ongoing call (for example, a sales agent may be talking to a customer but needs to bring a colleague into the conversation to answer a specific point that the customer has raised).

Set up a hunt group so that multiple phones ring when someone calls a single number or so incoming calls are distributed around the group in whatever sequence you’ve chosen. If the call isn’t answered by the first phone, it automatically goes to the next phone in the sequence.

With BT Cloud Voice, the hunt group members don’t have to be located at the same site; they can be anywhere.

Set up one or more alternative fixed line or mobile numbers that act as a user’s virtual extensions. The user can make calls from an external number to internal and external numbers through the Call Director portal but – and here’s the clever bit – the call shows the calling line identity (CLI) of their BT Cloud Voice service rather than that of the phone they are actually dialling from.

Set up voicemail so that messages are sent to your email inbox as an MP3 file.

A bundle of communications functions including presence (see your colleagues’ status and whether they’re available or not), instant messaging, video calling, and easy management of contact lists. Includes mobile and desktop apps.

All the features of UC Business plus the ability to hold audio and web meetings for up to 8 people in a virtual meeting room, wherever they happen to be physically located.

Temporarily move your phone number and settings to a host device for a set length of time (maybe you’re spending the day at a different office or on a client’s premises). Your incoming calls route to the host phone for the duration and your outgoing calls carry the calling line identity (CLI) of your BT Cloud Voice phone.

CRM Connect integrates your BT Cloud Voice with a range of CRM packages so when a customer calls, their details instantly display on your agent’s desktop so they can greet them by name and get a head start on the call.

A PC application to help receptionists manage incoming calls efficiently. They can see at a glance who’s available to take a call and transfer the call at the click of a mouse using their desktop PC, regardless of where they’re transferring the call to. Dialling an extension is a thing of the past.

From a toolbar in Microsoft Office, Internet Explorer, or Firefox, users can make and control calls and change their BT Cloud Voice phone settings at the click of a mouse.

Before transferring calls, users of IP phones can check the status of colleagues’ lines: line free, engaged, or if the phone is ringing. Note: compatible phones are required.

Record and store calls: a particular call, all calls, or activate in real-time. Users have easy management of their recorded call archive through an online dashboard.

Translate faxes into emails and send to your message store.

Similar to a hunt group but with the ability to queue calls and play them intermittent call holding messages. Agents also log into and out of the queues so when they’re not available the call won’t ring on their phone.

With BT Cloud Voice, the agents don’t have to be located at the same site; they can be anywhere.