Phone Systems Features | (PBX) Business Phone Systems and Software

DATABASE SYSTEMS CORP. CALL CENTER TECHNOLOGY

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Hosted Voice Broadcasting • IVR System • ACD • Call Answering Services

Phone System Features

PBX features Phone systems developed by Database Systems Corp. are state-of-the-art call processing systems that handle outbound dialing and inbound phone calls.

Our phone systems support both analog (Wizard Series) and digital (Pacer Series) phone lines and can be configured from 1 analog line to 500 digital lines.

Developed with industry standard components, our phone system has features and functions that can only be found in large PBX systems.

Outbound Dialing System - Phone systems from DSC are capable of performing outbound calling functions including voice broadcasting, dial on demand, predictive dialing, progressive dialing, and preview dialing - all at the same time.

Inbound Call Handling - The DSC phone system processes inbound phone calls and distributes these calls using our ACD (Automatic Call Distribution) system. With our IVR (Interactive Voice Response) system, callers can perform self-help functions without speaking with an individual by making simple selections using the keypad on their phone set. Our phone system can even connect calls to your employees who are working at home or in remote offices.

Blended Call Processing Operation - Both inbound and outbound calling functions can be performed simultaneously. This blended call capability makes our phone system ideal for call centers.

Contact DSC to learn more about our comprehensive call center phone systems and technology.

Phone System Features and Terminology

The PACER and WIZARD phone systems are capable of processing various types of calling campaigns. DSC has accumulated a list of phone system terms and definitions and has created links to pages that describe these definitions in detail.

ACD	Automatic call distribution
AMD	Answering machine detection
Analog	Analog phone line - analog phone systems
ANI	Automatic number identification
ARU	(Automated Response Unit) provides spoken response to phone prompts (similar to IVR)
*Attendant*	Call extension of the primary operator
Auto Attendant	Route caller to a specific extension
Auto Dialer	Automatic phone dialing systems
Automated Directory	Provide callers an automated search of an organizational phone directory
*Automatic Line Selection*	Automatically selects an available line when making a call
*Automatic Redial*	Phone system continuously redials until the phone is answered
*Call Back*	Automatically call a number based upon date and time
Call Blending	Call center agents handling both inbound and outbound calls at the same time
*Call Forward*	Automatically forward incoming call when line is busy or no answer
*Call Queue*	Place incoming calls into a queue to be answered by phone system
Call Monitoring	Monitor agents and callers using call recording and real time monitor
*Call Pickup*	Taking a call Off Hold
Call Recording	Record conversation of caller and agents
Call Routing	Automatically route an incoming call to an agent
*Call Transfer*	Transfer a call to another extension
*Call Waiting*	Phone indicator that another call is waiting to be answered
Caller ID	Caller's phone number / name of caller
Conference Call	3 or more parties engaged in a phone conversation
CTI	Computer telephony integration
*Custom Greeting*	Change announcement according to special criteria such as time of day
*Custom Menu*	Customized option menus for an automated attendant
Digital	Digital T1 phone systems and service
Direct Inward Dialing	(DID) Internal phone system extensions that are not tied to a physical phone line
DNC	Do Not Call - blocking numbers from being called.
*DND*	Do Not Disturb - disable extension from receiving calls
DNIS	Dialed number identification service
DTMF	Dual-tone multi-frequency signalling
*Extension Dialing*	Dial an extension on the phone system rather than outside line
Hunt Groups	Agent or workstation groups that are searched to assign a call
*Incoming Only*	Phone lines that can only be used for incoming calls
IVR	Interactive voice response
*Intercom*	Ability to speak to other extensions on the phone system
Location Based Routing	Route an incoming call based upon where the call is originating
Music On Hold	Play recorded music or radio broadcast while caller is waiting
Night Answering	Route incoming calls to a different extension after normal business hours
Opt Out	User request to no longer receive phone calls.
*Outgoing Only*	Phone lines that can only be used for outgoing calls
*Place On Hold*	Place an answered call On Hold (also called Call Parking)
POTS	"Plain Old Telephone Service" - original analog phone service
Predictive Dialing	Automatically dial numbers connecting live answers to agents
Preview Dialer	Automatically dial a number after an agent reviews call information
Progressive Dialer	Automatically dial when an agent is available to take the call
PSTN	"Public Switched Telephone Network" network of the world's public circuit-switched telephones
*Public Address*	Send phone message to multiple extensions or all stations
Robocall	Pre-recorded messages delivered to a list of phone numbers in a rapid, efficient, and low-cost manner
Screen Pop	Display call information on agent screen
Skills Based Routing	Route calls to the most qualified agent(s)
Softphone	Software for making telephone calls using a general purpose computer rather than using a traditional phone system
T1	Digital phone lines - T1 phone systems
TUI	Telephone user interface - IVR design criteria
Text To Speech	TTS Software that converts text information to a wav file
*Toll Restrictions*	Limit outside calling to specific area codes or 800 series numbers
Virtual PBX	Route inbound calls and outgoing calls to agents working remotely
*Visual Phone Dialing*	Visual interface for handling, viewing and monitoring all desk phone call activity from the PC
Voice Broadcasting	Send recorded phone messages to large groups
Voice Over Talent	Professional voice prompts for phone system messages
Voice Portal	Interface between caller and information source
Voice Response System	Voice response systems concatenate speech segments to form voice prompts
VRU	(Voice Response Unit) provides spoken response to phone prompts (similar to IVR)
Wake Up Calls	Automatically send wake up call messages

Databse Systems Corp. Phone Systems

phone system features Database Systems Corp. (DSC) provides call center technology including computer telephony integration (CTI Software) and contact management phone systems.

Call Center Phones perform different types of outbound dialing campaigns while also answering inbound phone calls using our ACD and IVR software.

This technology can be used by businesses and public organizations for commercial applications and for community emergency alert programs. Commercial messages can be sent to clients and prospects in bulk. Likewise notifications and warnings can be delivered to community members in the event of an emergency.

Phone System Documentation

The following user guides document the installation procedure associated with the WIZARD phone systems. Also included is a user guide that presents information about the operation and management of a voice broadcasting system.

Voice Broadcast Installation Guide - This guide is a step by step process for installing a WIZARD phone system.
Voice Broadcasting User Guide - An operational guide to running a voice broadcasting campaign.

Call Us Today

Contact DSC for a FREE analysis and quote and to learn more about our call center phone systems.

Phone Systems

Virtual Phone System
ACD Phone Systems
Computer Phone System
Voice Broadcasting Digital
Voice Broadcasting Analog
Business Phone System
Office Phone System
Automated Phone System
Virtual PBX Phone System