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Technology

Modern phone systems technology can be rather intimidating. Teleco has been around since 1978, so we certainly understand the ever-evolving nature of communications technology. We can explain everything that you'd ever need to know, but maybe you're looking for a bit more explanation on something specific before giving us a call. That's what this page is for. Let's go through some of the technology we've implemented and how it helps our clients.

Remote Administration

Using this tool, we can make programming changes, upgrade your system software and diagnose problems without having to send technicians to your location. Often, we can repair minor issues this way as well. It helps keep your system at peak performance without causing any interruptions in the office.

Email Integration

Email Integration, (or Unified Messaging) sends a copy of any voice mail you receive to your email as a Windows wav file attachment, or to your smartphone. You can also simply be notified of new voice mail with a simple email message. This service comes standard on many of Teleco's phone systems, and allows you to always be in reach of customers via computer and smart phone, so you'll never miss an important call. It also helps provide digital archiving when combined with live record.

Emergency Message Notification

All of our voice mail systems can be set to notify any outside phone number of an urgent message. This notification system can also run through a series of numbers until one picks up, or send an email or text message rather than calling.

Commercial/Music on Hold

Allows you to tell callers about your business, your products and your services while they're on hold. Or use it to try to keep callers entertained while they wait, or even just to let them know that they haven't been forgotten.

Printed Telephone Tags

These are professionally printed labels that Teleco puts on all of your new phones free of charge when we install a system. Phone features and a description of what every button on the phone does are explained, helping to ensure that important phone capabilities don't end up forgotten.

Multiparty Conferencing

The days of everyone being in one office every day are long over. While a lot of systems allow a few people to conference this way, some modern NEC and Toshiba systems can conference up to 8, or even 32, people together at once. Teleco's systems also support the use of optional conference bridges, which are basically virtual conference rooms. Callers enter and are announced by name or a simple beep, and anyone can leave and return at any time. We even offer amplification that will remove the volume loss you've likely experienced with old telephone conference calls.

Live Conversation Record

Maybe you want to record calls for support reasons? Maybe it's for training purposes? Whatever the reason, Live Record can be started with a single button press that records that call directly to your voicemail, forwards it to a different voicemail, or attaches it to an email. Teleco helped out a tile and marble company in New Jersey that was struggling with taking measurements over the phone. Now they use Live Record to keep a record of those numbers and save thousands of dollars in excess product loss.

Off Premise Extension (OPX)

Picture taking your work phone home with you, plugging it in there, and gaining access to all of the features you have at work. That's what OPX allows you to do. By logging in to your office system from nearly anywhere, you take all of the office lines, intercom and phone features to whatever location you're in at that time. You can even get virtual softphones which allow you to use your laptop or PDA as a portable version of your office phone system.

Direct Inward Dial (DID)

Direct Inward Dial (DID) – DID gives companies a block of contiguous phones numbers (eg 555-1000 to 555-1099), with each number assigned to a specific phone, group of phones, ACD group, voice mail box or fax/modem. This sort of system lets callers directly contact the person they need to speak to without needing to go through an operator first. And the user's phone can show the number calling or the specific number being called to allow you to decide which calls to take right away, and which ones can go to voice mail.

Automatic Call Distribution (ACD)

ACD is a fairly common technology which at the most basic level queues calls, placing them on hold until they're answered in the order they were received in. Beyond that, ACD can let supervisors monitor calls and provide call recording capabilities. Callers can be updated as to how long they have to wait, or how far back in the queue they currently are. The system can even be tailored to provide a call back when they reach the front of the line, freeing up their time to take care of other tasks in the meantime. Historical reporting can allow companies to tailor their staffing levels to their heaviest call periods, and the system can be set to send callers to an overflow operator when call volume spikes or hold times reach a pre-set threshold.

Computer Telephone Integration (CTI)

Some of the features included in the CTI group of options are : Caller ID screen pops, recording of calls on your PC, dialling from your PC using contact management software, call logging, and using the PC to change voice mail settings or to check voice mail. These are the features which help combine phone and computer in to one powerful tool for integrated communication.

Soft Key Integration

Soft Keys are located below the LCD display on your phone, and they offer different functions based on phone status. For example, the buttons might read Save, Forward, Delete and Rewind while checking voice mail. During a call, the same buttons can now say Mute Handset, Conference, Park and Transfer. This gives you a multitude of functions without a massive bank of buttons.

Live Monitor-Answering Machine Emulation

Listen to a message as the caller is leaving it on your voice mail, just like you could with old phone answering machines.

Voice over IP (VoIP)

Voice over IP (VoIP) – Bringing communications to the digital age, VoIP helps to integrate your computer and phone networks in to one tool. Multiple branches in multiple cities can all use the same phone network for all of their call needs. Different offices can use site-to-site conferencing, or even transfer calls across thousands of miles to a different agent in a different city. People can use their business line while located a thousand miles away at a conference. The entire system can be used from anywhere with Internet access, leaving everyone just a log-in away from all of the features of your telecom system. VoIP can also provide dial tones over the Internet, allowing for telephone service via broadband Internet connections.

Calling Party Number (CPN)

Using special lines, you can control your outbound caller ID per phone. For example, you can show your private line number when calling from your main company phone. You can even block the outgoing caller ID altogether.
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