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The Auto Attendant serves as an automated receptionist that answers the phone and provides a personalized message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to nine configurable extensions for example 1 = Marketing, 2 = Sales, etc..

Configuration via the Web Call Manager Group web interface also allows for hours of operation to be modified, with different options available for hours that the company is open or closed.

Group Administrators use their voice portal to record auto attendant greetings. For example, a message may be left remotely to indicate that the office has been closed due to inclement weather.

In addition, users have the ability to record their name for play back when a caller dials by name or extension.

Allow users within a group to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Groups phone number. Group administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner:

• Circular sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off.

• Regular sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list, always starting with the first person on the list.

• Simultaneous rings all of the users in the group simultaneously; the first user to pick up the ringing phone is connected.

• Uniform, as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle for the longest. If a user receives a call that was not directed to them through the hunt group, the call will not be included in the receiving order for Uniform calls.

• Weighted Call Distribution – enables calls to be distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive.

Group administrators can also establish a No Answer Policy to redirect calls to the next agent if not answered in a specific number of rings by the previous agent. If all idle phones have been visited once without answer, there are two options for handling the call: forward call to an external number, or give the call a Temporarily Unavailable treatment, which can trigger a service such as Voice Mail.

Call Park - Enables a user to hold a call and to retrieve it from another station within the group. To park a call, a user depresses the flash hook and dials the call park feature code. The call is parked and the caller is held. To retrieve the call, the user goes to any phone in the group and dials the call retrieve feature code, followed by the user’s extension. The call is retrieved and connected to the retrieving user. Users can also execute call park via the Web Call Manager.

Directed Call Park - Enables a user to hold a call against a specific extension and to retrieve it from another station within the group. To park a call, a user depresses the flash hook and dials the directed call park feature code followed by the extension to park against. The call is parked and the caller hears silence. To retrieve the call, the user goes to any other phone in the group and dials the call retrieve feature code, followed by the extension to which the call was parked. The call is retrieved and connected to the retrieving user.

Call Pickup - Enables a user to answer any ringing line within their pick up group. A pick up group is a group administrator-defined set of users within the group, to which the call pickup feature applies. To pick up a ringing call, a user dials the call pick up feature code. The user is then connected to the caller. If more than one line in the pick up group is ringing, the call that has been ringing the longest is answered. Users can also execute call pickup via a web interface.

Directed Call Pickup - Enables a user to answer a call directed to another phone in their group by dialing the respective feature access code followed by the extension of the ringing phone.

Enables group administrators to upload an audio file onto the system to be broadcast to held parties. This service can be used in conjunction with the following services: Call Centers, Call Hold, and Call Park.

Music on Hold Enhancement, enables users to enable/disable Music on Hold on a per call or persistent basis by either using the respective feature access code or their web portal. This service is especially useful for users are participating in a conference call.

Allows a group administrator to restrict inter-group calls to authorized users and also track these calls.

Allows a user to authenticate an IP phone to make calls, it allows you to use encryption to safely determine that the user at a given phone is who they say they are. This helps prevent hijacking of service in hosted communications networks. The user name and password must match the user name and password configured on your phone, or in your phone's configuration file.

Allows a user to see the most recently received, missed, or placed calls.

Enables a user to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number. A status indicator on the Web Call Manager identifies whether this service is enabled.

Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number and the number of rings before forwarding.

Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number and the number of rings before forwarding.

This service is automatically activated when the device associated with the called user is not accessible by [Service Provider], and redirects the call to the specified forwarding destination. The service is configurable by the user via the web portal and with feature access codes.

Enables a user to block delivery of his/her identity to the called party.

Calling Name Retrieval looks up the name of a caller in an external database when the name did not arrive with the original call. This is helpful to identify callers when using the CommPilot Call Manager, a phone that displays CLID information, or other call clients.

Allows a category to be associated with a user. The category is included in the signaling for all outgoing calls.

Enables a user to define criteria that cause certain incoming calls to trigger an email notification. If an incoming call meets user-specified criteria, an email (or short message to a cell phone) is sent to the notify address informing the user of the details of the incoming call attempt. The user controls the service via a web interface, which provides the ability to set the notify email address and the criteria sets for determining which calls trigger a notification. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Enables a user to call the last party that called, whether or not the call was answered. To call back the last party that called, the user dials the call recall feature code. The system stores the number of the last party to call, and connects the user to that party.

Enables user to redirect a ringing, active, or held call to another number or directly to voice mail.

Enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone. To answer the waiting call, the user depresses the flash hook. The user connects with the waiting party and holds the original party. By depressing the flash hook, the user reconnects to the original party and holds the waiting party. The feature completes when any party hangs up.

Allows a user to originate a trace on the last call received.

Allows a call center or hunt group to select agents that can be a Directory Number Hunting group. Calling these selected agents directs calls directly to the associated callcenter/hunt group.

Allows a call center or hunt group to select agents that can be a Directory Number Hunting group. Calling these selected agents directs calls directly to the associated callcenter/hunt group.

Allows caller ID display for group to group

Flash Call Hold allows you to dial a feature access code to hold and retrieve calls. To hold the call, flash the phone (click the flash button or click the hangup button once) then dial the Flash Call Hold feature access code. You can then make another call while the first call is held. Subsequent flashes followed by the Flash Call Hold feature access code cause the active and held calls to toggle. That is the active call becomes held and the held call active.

Allows a group administrator to graciously take users out of service by providing callers with informative announcements and options.

Internal Calling Line ID Delivery allows the Calling Line name and number for callers from inside your group to be displayed.

Allows a user to access and dial the last dialed number using a feature access code.

Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. To initiate a three-way call while engaged in a regular two-party call, the user depresses the flash hook and dials the third party. Before or after the third party answers, the user depresses the flash hook and forms a three-way call with the two parties. To drop the third party, the user depresses the flash hook and is reconnected with the original party in a regular two-party call. If the user hangs up, all parties are released.

When a user receives a voice mail, an e-mail with the voice mail attachement is also sent to the user.

A web-based call client which allows user to make calls, hold calls, transfer calls, and make conference calls.

Functionality provided by the Call Manager includes:

Click-to-Dial enables users to input and dial a number, dial directly from a drop-down Phone List (Personal, Group or Call Log) or Outlook tab, or click the Redial button.

Answer Call enables users who is already engaged in a call to answer another waiting call. When available, Calling Line ID is displayed with caller’s name and number.

Call Hold/Retrieve enables users to place an existing call on hold for an extended period of time, and then retrieve the call to resume conversation. While the calling party is held, the user may choose to make a consultation call to another party.

Call Transfer enables users to redirect a ringing, active, or held call to another number or directly to voice mail. Before transferring the caller, the user may choose to consult with the third party first or establish a three-way consultation.

Conference enables users to establish a three-way call involving two other parties.

Release Call enables users to disconnect a call that has been answered.

Configure Services buttons are provided to enable users to turn on/off frequently used services such as Call Forwarding Always and Do Not Disturb.

CommPilot Express allows you to pre-configure four profiles to control your inbound calls. These profiles can quickly be changed using the web or phone when you leave your desk or when you are at a remote location. If you use CommPilot Express, it takes precedence over some of your other service settings associated with processing incoming calls. Available - In the office profile is used when you are working from your desk where your phone is located. Available - Out of office profile is used when you are working away from your desk for an extended period of time. Busy profile is used when you are temporarily unavailable to take calls, when you are in a meeting for instance. Unavailable profile is used outside of business hours, or when you are on vacation or holiday.

Allows a user to integrate Microsoft Outlook contacts with the CommPilot Call Manager.

Remote Office allows you to use your home phone, your cell phone or even a hotel phone as your business phone. By using the CommPilot Call Manager, you can make phone calls from this remote phone and have them billed to your business. This service also directs all calls coming to your business phone to ring the remote office phone.

Allows a user to configure a list of phone numbers to ring sequentially when the incoming call matches the specified criteria.

Allows a user to have up to two additional location assignments

Simultaneous Ring enables users to have multiple phones ring simultaneously when any calls are received on their TelPacks phone number. The first phone to be answered is connected. For example, calls to a user's desk phone could also ring the user's mobile phone, in case the user is not at his/her desk.

Allows a user to make a call from the Voice Portal.

Allows a user to ignore incoming calls from anonymous callers (those with Calling Line ID Delivery blocked).

Allows a user to be notified when a busy line within their group becomes available.

Causes an incoming call to be automatically put on hold, or causes a held call to be automatically retrieved.

Allows a user to block barge-in attempts from other users with Directed Call Pickup with Barge-in.

Allows a user to use to monitor the phone status of a list of users.

Allows a user to forward calls from selected callers to another phone number.

BroadWorks Assistant - Enterprise is a toolbar for Microsoft Outlook and Internet Explorer that enables users to perform basic call control, and configure commonly used services.

Allows a user to configure the ringback played to his callers, based on their phone number, and the time of day.

Allows user to pick up a call to another group member using a feature access code followed by the extension.

Allows user to pick up or barge-in on a call to another group member using a feature access code followed by the extension.

Allows a user to inhibit the terminating party's redirection services.

Allows a user to restrict all incoming phone calls with the toolbar, feature access code or web.

Allows a shared call appearance user to have multiple locations in use simultaneously.

Allows a user to receive a distinctive ringing pattern or distinctive call waiting tone for selected callers.

Allows users to set their visibily within an Enterprise or Group

Allows a user to make and selectively receive Push to Talk calls.

Allows a user to accept phone calls from selected callers.

Allows a user to reject phone calls from selected callers.

Speed Call 100 - Allows a user to program up to 100 speed-calling codes.

Speed Call 8 - Allows a user to program up to eight speed-calling codes.