Provide your customers with everything they expect from a full-featured telephone service
Customers have the highest possible expectations from their telephone service. Enswitch will exceed these expectations. It has everything you need to offer complex, feature-rich services such as hosted PBX.
Enswitch will exceed your customers' expectations.
All features work seamlessly with multiple levels of customers and resellers. Customers can define their own settings if you choose to allow them to, and they and any resellers are billed automatically. Customers can configure all features through the web interface or complete JSON API.
Customer features include:
Per customer centrex numbers forwarded to sip phones, voicemail, etc. Each customer can define their own feature codes, and multiple customers can define the same code with different destinations. Customers can change feature codes for voicemail, etc, as they wish. This reduces training costs when switching from a legacy PBX.
Shared line appearance (SLA).
Receptionist control panel with drag and drop to redirect calls.
Calls can be authenticated by username and password, source IP address, callerid, account and PIN entered in an IVR, or called number prefix.
Telephone features include telemarketer block, callerid block, selectable callerid for both internal and external calls, call forwarding, variable ring time, do not disturb, call park, distinctive ring based on caller, advice of charge (AOC), etc. Forwarding can also be controlled from the PSTN via a telephone menu.
Voicemail with external access, email notification, web access to messages, and multiple greetings (unavailable, busy, and temporary). Greetings can be uploaded and downloaded on the web interface. Notification of voicemails can be via MWI, email (optionally encrypted), SMS, and outbound calling, and work with messages left via telephone, web, or JSON API. Users can be warned by email when their mailboxes are nearly full. Handsets with multiple lights can have MWI for multiple mailboxes.
Voicemail distribution lists can be created, controlled from the web interface.
Calls can be forwarded to voicemail based on RDNIS.
Multi-level IVRs and auto attendants. Every key on the telephone keypad, as well as time out, can be assigned to any feature on the system, or to an external number. External calls are billed to the IVR owner. The messages played to callers can be recorded from a telephone or uploaded in a .wav or .mp3 file. Speech recognition is optionally supported.
Queues/ACD. Unlike Asterisk's queues, calls can be queued across multiple machines, with the machines voting on which call gets forwarded to an agent next. Should one machine crash, calls on other machines are moved up the queue. Destinations can be telephones, external numbers, and SIP URIs. Queues can be assigned priorities, with calls on high priority queues delivered first. Callers can be told their expected wait time. Callers can be offered the option to drop out, and be called back when they approach the head of the queue. Reports can be generated per queue and per agent, and queue data can be exported for import into QueueMetrics.
Conferencing. Customers can set when the conferences run, how many people may join, different PINs for administrators, talkers, and listeners, and a set of telephone numbers and email addresses to notify when conferences start. Conferences can be recurring on a daily, weekly, bi-weekly, monthly, or bi-monthly basis. Numbers can route straight into a individual conference, either with or without a PIN.
Fax to email and fax to mailbox with notification via email (optionally encrypted using GPG) and SMS.
Parallel, serial, and circular hunt groups. Hunt groups can call telephones, external numbers, and SIP URIs. Hunt groups include many find me/follow me features.
Group and number pickup. Calls that have already been answered can also be picked up, allowed easy movement of calls between desk and mobile handsets.
Per telephone line and shared speed dials.
User settings can be bulk imported from a .csv file.
Virtual telephones, where a telephone line can be logged in on top of a physical telephone and change its settings. Virtual telephones can move between physical telephones for a "hot desk" environment. This is sometimes known as "virtual extensions" or "extension mobility". Virtual telephones can be automatically logged out nightly.
Calls can be routed by date and time of day. Dates and times can be specified up to 20 years in advance, and can be any combination of times, days of the week, days of the month, months, and years. Routing can be changed instantly via web or telephone.
Routing of calls by callerid, by exact number, area code, country, etc. For example, all calls from a region can be routed to the branch in that region.
Routing of calls by regular expressions on called/calling numbers, and digits entered by the caller.
Routing of calls by 3rd party web service. This can be configured by customers, allowing them to control their numbers from their own web server.
When forwarding calls to external numbers, DTMF can be automatically played to the called party to call a particular extension.
Call recording, with comprehensive search and listen on the web. Customers can be billed for both recording and storage. Recording can be done for all calls, a percentage of calls, or on demand at the start of a call. Recordings can be emailed to an external address at the end of each call. Call recording can be started and stopped on demand.
Customers can upload their own music. Each music source may contain multiple files.
Speed dials, both shared and specific to one telephone line.
Remote reboot of handsets, if supported by handset model.
Call back to authenticated callerids.
Call screening, where called parties are asked if they wish to accept calls. Callers can be asked to record their names, their callerid can be played, or a message specific to call flow can be played. This is integrated with billing, so answered call legs are billed even if the call is rejected by the called party. Call screening can optionally use Answering Machine Detection (AMD).
Paging, with auto-answer on compatible SIP telephones.
Dial by name, integrated with the main user database and voicemail recorded names. Speech recognition is optionally supported.
Busy lamps. Unlike other platforms, these work in a cluster where more than one machine is delivering calls.
Call spy. Unlike other platforms, this works in a cluster where more than one machine is delivering calls.
Customers and resellers can view invoices, transactions, and CDRs (history of calls made) on the web, and download transactions and CDRs to a spreadsheet. CDRs include real time call costs. The flow of complex calls with multiple CDRs can be shown for ease of understanding. This flow can be in tabular format or a plain English description.
Customers can send broadcast emails to everyone in their customer, or an uploaded text file of addresses.
Missed calls to telephones can be viewed on the web, Android, and iOS clients (with notifications). Email notifications of missed calls can be sent.
Customers can configure email and text message alerts for abnormal or potentially fraudulent calls within their customer. The system owner can also create alerts for the entire system. Alerts sent can be stored for later viewing on the web interface.
Customers are automatically notified when their balance drops below a set amount, and they can have the system automatically request a top-up when this happens.
Each user can be in a different time zone, set on the web interface. All dates and times the user sees on the web and invoices are in their local time zone.
If the system owner allows, customers can port in numbers from other providers and configure them on the web interface themselves.
Complex call flows can be easily understood using an interactive graphical call flow explorer.
Click to call on the web interface and JSON API. This can be used for both outgoing and incoming calls. Incoming calls can be routed to any feature of the system such as telephones, queues, hunt groups, etc, making creation of "Click here to call us" links on customers' own websites easy. The customer is billed for any chargeable calls.
Bulk dialer for outbound calling campaigns. Customers can manage their own campaigns and sets of numbers to call. Answered calls can be routed to any feature within the same customer. Campaigns can start and stop automatically based on time and/or date. The bulk dialer can optionally use Answering Machine Detection (AMD). Bulk dialer calls can be billed at a different rate then normal calls.
Events for customers' calls can be sent to a remote web server, allowing highly flexible reporting, CRM integration, wallboarding, etc