Definition of Terms

List of Used Tems

1) Auto Attendant\ IVR

This is the part of the system that initially answers the incoming calls, eliminating the need for a full-time receptionist. Callers hear a custom business greeting, and then are given options for routing their calls. The message heard by callers when the auto-attendant answers incoming calls can be changed to meet your specific needs. Record the exact greeting you want callers to hear; in a manner that suits your budget. You can take advantage of professional voice talent at a nominal fee.

2) Extension Dialing/ Transfers

Sometimes the caller you are speaking with needs to talk with someone else in the company. Most hosted phone systems can’t do transfers of any kind, and callers are required to call back in to the main number and ask for another extension. With Lightning Communications you can transfer callers anywhere in the system: – to another employee, to the operator, to a queue, or to an outside number. The hosted PBX can also be configured to perform supervised call transfers. When enabled, you can talk to the person at the other extension or outside number before you transfer the call.

3) Music on Hold / Custom Message on Hold

Improving your company image can be as easy as playing a little music. While callers are waiting to be connected to an extension, they can listen to music or a recorded message. Choose music from a wide variety of interesting titles, or generate excitement with a promotional message.

4) Ring Groups

A ring group is a way for a group of extensions to share the distribution of incoming calls. Typically support, sales, and accounting would have ring groups to share the incoming calls among employees of a company.

5) Personalized Voice Mail

Our system allows you to customize the greeting that you give callers. You record your own voice mail greeting, so callers hear your voice and you can say anything you want.

6) Voice Mail to Email

You can receive email notification. You can even be notified you’ve received new voice messages with a text message to your cell phone.

7) Call Waiting

Call Waiting allows callers to reach you even when you are on the phone with another call. You will hear a beep indicating an incoming call. You will then be able to put your current caller on hold and answer the new call. You can continue to alternate between parties as often as you’d like. It’s like having two lines while paying for only one.

8) Call Parking

With the Call Park feature, you can “park” a caller on a dedicated extension while you use your phone to make another internal or external call, or page another employee to pick up the call. A parked call can be picked up by any extension within the organization

9) Caller ID

Number and name of incoming call appears on display

10) 3-way Calling

Calling lets you add a third person to your phone conversation, so you don’t have to hang up, dial another number, speak to that person, and then return the original call.

11) Call Forwarding / Find Me-Follow-Me

With follow-me calling, extension owners (employees) create a list of phone numbers where they might be reached, such as the number of the phone at their desk, their home office, or their cellular phone. One of these numbers will be set as the default number that the system sends every call. If the employee enables follow-me, calls not answered at the default number will then be transferred to any other enabled numbers on the follow-me list, as the system attempts to find the employee and connect the call. If no one answers any of the numbers, callers are routed to the employee’s central voice-mail. With follow-me you never have to miss an important call because you’re on the road. We can reach you in any location there is a phone.

12) Dial by Name Directory

Callers can be given access to a company directory when they don’t know a specific extension number. You have the dial-by-name directory on the last name of the employee.

13) Fax to Email

Lightning Communications system handles incoming faxes automatically, without the need for a fax machine. The faxes are delivered as .PDF files, and can be viewed through our web tool, or forwarded to your email for viewing.

14) Call Queuing/ ACD Queuing

ACD (Automatic Call Distribution) queues are used when callers may know what they want but not who they want. Typically, these callers will want to be connected with a department, such as sales or support. Without ACD queuing, callers must know the extension number of the person with whom they want to speak. With ACD, employees (agents) log into a queue group so they can answer calls for a specific department. Incoming calls are routed into the appropriate queue, and the calls are distributed to the agents logged into that queue. ACD queuing is a critical business function, especially for call centers, and needs to be as robust and feature-rich as possible to allow the maximum flexibility for your company. Many suppliers simply route calls to a list of names (a hunt group) and call it ACD queuing leaving customers with incomplete and frustrating systems.

15) Holiday and After Hours Greeting\ Day and Night Modes

You may want your phone system to act differently after business hours. You have several after-hours options, available at the click of a button: Change the greeting callers hear, but leave the system fully active. Callers will know that business hours are over, but may still try to connect to an extension. With follow-me calling, answering options, and voice-mail each employee can decide if they want to continue to take calls or simply collect messages. Change the greeting and send all calls to voice-mail. You’ll know that messages have been recorded through our notification features. Leave the system in full operation, or put it back when the office opens again.

16) Web Portal Interface

To help make system configuration easy, Lightning Communications provide a graphical, web-based tool, accessible from any web browser. Administrators are granted complete access to oversee, change, and monitor all system functions.

17) Do Not Disturb

When you need quiet time put your telephone in a state that will not ring and calls will automatically be forwarded to voice-mail.

18) Call Logs (Total/ Per Extension)

Call logs keep a complete record of all your inbound and outbound calls and faxes. View the number or extension dialed, the time, date and duration of the call.

19) SIP Trunking

20) Smart Phone App

21) PBX

22) Hosted