We offer them, YOU choose them. Pick from a full menu of features that everyone wants in a new phone system. Not sure what you want, that's okay. Review the features here and decide what is right for you.
Alternate Numbers Enables users to have up to ten 10 phone numbers and/or
extensions assigned to them.Normal
ringing is provided for incoming calls to the primary phone number and users
have the option of enabling a distinctive ring for calls to their second and
third phone numbers. For outgoing calls from the user, the user’s primary phone
number is the calling line identity.
Authentication Authentication is performed upon the registration of an IP
phone.This ensures that the user of the
device is authorized to gain access into BroadWorks.
SIP invites may also be authenticated on an on-going basis
at pre-defined intervals.Standard
digest authentication is used. The authentication information is configured
both in the phone and via the group web portal. All call originations from
unregistered phones are denied.
Auto Callback Enables users who receive a busy condition to monitor the
busy party and automatically establish call when busy party becomes available.
This service can only be activated when calling within the same group.
Automatic Hold/Call Enables users to automatically hold and retrieve incoming
calls without requiring the use of feature access codes.This feature is especially useful for
attendants managing a large volume of incoming calls by enabling them to hold
calls by simply transferring them to dedicated parking stations.The feature is made active on that dedicated
parking station.When an incoming call
is directed to that station, the call is automatically put on hold and provided
any media on hold.
When the attendant wants to address the call, he/she simply retrieves
the call from the held station.A timer
exists that automatically returns the call to the attendant following
expiration.This also allows for holding
calls where the user CPE does not have a flash key.
Barge-In Exempt Users with this service assigned cannot have their calls
barged in on by other users.
Blind Call Transfer Enables a user to transfer a call unattended before or after
the call is answered. Users can only execute blind call transfer from the
CommPilot Call Manager.
Always 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 CommPilot Call Manager identifies
whether this service is enabled.
Call Forwarding Busy Enables a user to redirect calls to another destination when
an incoming call encounters a busy condition. 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
Call Forwarding No
Answer 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.
Remote Access Enables users to activate, deactivate and program their Call
Forwarding Always service from any phone via their Voice Portal.
Call Notify 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.
Call Waiting 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.Users can also execute call
waiting via the CommPilot Call Manager.
Users can activate/deactivate the Call Waiting service for
all incoming calls via their web interface.Users also have the option of canceling their Call Waiting on a per-call
basis by dialing the respective feature code for Cancel Call Waiting per Call
before making the call, or after a switch-hook flash during the call.Once the call is over, Calling Waiting is
Careful consideration should be noted on using CW if user in
part of a hunt group or instantiates Call Forward Busy, due to SIP signaling.
Calling Line ID
Blocking Enables a user to block delivery of his/her identity to the
called party. The user controls the service via a web interface, which provides
the ability to activate and deactivate the service. If activated, all calls
made by the user have the user’s identity blocked.
Calling Line ID
Blocking Override Enables users with this service assigned to always receive
the Calling Line ID if available, regardless of whether or not it is blocked by
the calling party. As an example, this capability could be used by law
enforcement agencies in certain countries.
Calling Line ID
Delivery (External and Internal) Enables the delivery of a caller’s identity to a user via
the CommPilot Call Manager and phone (if capable). Delivered information
includes the caller’s phone number and name. The information is delivered to
the web interface and the phone (if capable) only if the information is
available and has not been locked by the caller.(((This applies if the Calling Line ID Name
and/or Number are delivered by all upstream providers.)))
Manager Provides a web-based tool for users to invoke their
services, as an alternative to using feature codes or depressing the flash
hook. The following features are included with the CommPilot Call Manager:
• Click-to-Dial – enables user 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 user 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 user 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 user 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 user to establish a three-way call
involving two other parties. • Release Call – enables user to disconnect a call that has
been answered. • Configure Services – buttons are provided to enable user
to turn on/off frequently used services such as Call Forwarding Always and Do
Alternatively, if CommPilot Express has been configured, the
user may change their CommPilot Express status (e.g., Available, Busy, and
Unavailable) by choosing from a drop-down list.
CommPilot Express Enables users to
pre-configure multiple profiles for managing incoming calls differently based
on the user’s status:
• Available – In the Office • Available – Out of the Office • Busy • Unavailable
Each profile includes preferences for managing the relevant
incoming call functions (e.g., Call Forwarding (busy, no answer, always,
selective), Voice Messaging, Simultaneous Ringing, Call Notify), which can be
configured through a single easy-to-use web page.Users can also select their active profile
via their CommPilot Call Manager, and/or an IVR menu.If a user elects to use CommPilot Express, it
will take preference over all of other service settings associated with
processing incoming calls.
Personal Web portal that allows end-users to activate and customize
Direct Inward/Outward Dialing Users are assigned a 10-digit directory number that can be
used to place or receive calls directly to this phone, without forcing access
via a central number.Incoming and
outgoing calls can be placed/received via the phone or the CommPilot Call
Manager (except an initial incoming call, for which the phone must be taken off
Do Not Disturb Allows users to set their station as unavailable so that
incoming calls are given a busy treatment. Users have the option to activate
and deactivate the service by dialing a feature code or configuring the service
via their web interface. A status indicator on the CommPilot Call Manager
identifies whether this service is enabled.
Extension Dialing Enables users to dial extensions via their CommPilot Call
Manager or phone to call other members of their business group.
Last Number Redial Enables users to redial the last number they called by
clicking the ‘Redial’ button on their CommPilot Call Manager or by dialing a
feature code (e.g., *66).
Integration This service enables users to integrate their personal
contacts in Microsoft Outlook with their CommPilot Call Manager.Using the Outlook Contacts tab in the Call
Manager, users can perform a search of their personal Outlook contacts by name
or company.Once the desired contact is
located, users may click-to-dial one of the contact’s phone numbers or the user
may choose to display the contact’s v-card by clicking their name.
When receiving a call, the user’s Microsoft Outlook contact
database is searched for a match of the caller’s phone number.If a number is matched, the user is given the
option of clicking the icon next to the incoming calling name in their Call
Manager window to open the caller’s v-card.Users may also choose to have new Outlook journal entries automatically
opened for incoming and/or outgoing calls.
Recording Enables users to record their name to be played back to
incoming callers in conjunction with multiple services, including Voice
Messaging and Auto Attendant.A .WAV
file is recorded and uploaded via phone and respective CommPilot Personal web
Phone List – Group This phone list enables users to dial any other member of
their business group by selecting from a list of names on their CommPilot Call
Manager.The list also serves as a
searchable company directory, listing names, numbers and email addresses.
Each user added to the group is automatically added to this
list.Also included are the extensions
for reaching the Auto Attendant(s), Hunt Group(s), and the Voice Portal, when
applicable.Group Administrators can add
additional phone numbers to the Group Phone List by either adding them
individually via their web portal or by importing them from a file.
Phone List – Personal Enables users to dial frequently called numbers by selecting
from a searchable list of names on their CommPilot Call Manager.Each user can add, delete, edit, and re-order
numbers in their Personal Phone List, which serves as a personal speed dial
list.Users can add multiple numbers to
this list by uploading them from a flat file.
Alert/Ringing Enables a user to define criteria to have certain incoming
calls trigger a different call waiting tone (i.e., alert) or a different
ringing cadence than normal calls. The user sets the criteria (e.g., incoming
calling number, time of day, day of week) for determining which calls require
priority notification via their CommPilot Personal web interface. Multiple
criteria sets, or profiles, can be defined.
(Intercom) Enables user-to-user intercom service across an
enterprise.When a user dials the
respective feature access code followed by the called party’s extension, the
system will request that the called station answer automatically.Users and administrators can define accept
and reject lists, which may include wildcards.
Remote Office Enables users to access and use their BroadWorks service
from any end point, on-net or off-net (e.g., home office, mobile phone).This service is especially useful for
tele-workers and mobile workers, as it enables them to use all of their
CommPilot features while working remotely (e.g., extension dialing, transfers,
conference calls, Outlook Integration, directories, etc.).In addition, since calls are still originated
from BroadWorks, the service provides an easy mechanism for separating personal
and business phone expenses, as well as keeping alternate phone numbers
private.This service must be set up by
the group administrator.
Ring Splash Enables users to have a short ring burst played on their
phone when the following services are triggered: Call Forwarding Always, Call
Forwarding Selective, and Do Not Disturb.Ring Splash can be enabled for each of these services individually and
serves as a reminder that the respective service is active.
Acceptance Enables a user to define criteria that causes certain
incoming calls to be allowed. If an incoming call meets user-specified
criteria, the call is allowed to complete to the user. All other calls are
blocked and the caller is informed that the user does not wish to receive the
call. The user controls the service via a web interface, which provides the
ability to establish the criteria sets for determining which calls are allowed
to complete. A criteria set is based on incoming calling line identity, time of
day, and day of week. Multiple criteria sets can be defined.
Rejection Enables a user to define criteria that cause certain
incoming calls to be blocked. If an incoming call meets user-specified
criteria, the call is blocked and the caller is informed that the user is not
accepting calls. The user controls the service via a web interface, which provides
the ability to establish the criteria sets for determining which calls require
A criteria set is based on incoming calling line identity,
time of day, and day of week.
Multiple criteria sets can be defined.
Sequential Ring Enables users to define a “find-me” list of phone numbers
that are alerted sequentially for incoming calls that match specified
criteria.While the service searches for
the user, the calling party is provided with a greeting followed by periodic
comfort announcements.The caller can
also interrupt the search to leave a message by pressing a DTMF key.
Appearance Allows for incoming calls to ring on up to 35 additional
phones simultaneously, connecting the first phone to be answered.If one of the phones is already hosting an
active call under the line ID, incoming calls are delivered to the active phone
and any outgoing calls from another phone using the same line ID are
Ring Simultaneous Ring enables users to have multiple phones ring
simultaneously when any calls are received on their BroadWorks 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.
Speed Dial 100 Enables users to dial two-digit codes to call up to 100
frequently called numbers.Entry of the
two-digit code is preceded by a configurable prefix: 0-9, A-D, *, or #
(default).Users can program the numbers
in their directory via the Speed Dial 100 page in their CommPilot Personal web
portal, or directly through their phone using the respective feature access
code (*75 default).
Voice Portal Calling Enables users to make calls from the voice portal, as if
making calls from their desk.Calls are
still made on the user’s account but can be made from any phone.
Account Codes Enables the tracking of calls made to outside of the group
by prompting users for an account code.This service does not validate the codes entered (see Authorization
Codes), so calls are not blocked.Account codes are managed by the Group Administrator and can be 2 to 14
digits long.Please note that groups
cannot have this service and the Authorization Codes service enabled at the
Account Codes can also be implemented on a per-call basis in
which users have the option to enter an account code by dialing a feature code
before the call, or by flashing the switch-hook during a call and then dialing
the feature code (for example, to register an incoming call from a client).
Attendant Console The web-based Attendant Console enables a user (for example,
receptionist) to monitor a configurable set of users within their business
group.The Attendant Console window is
also integrated with the CommPilot Call Manager, thereby enabling the attendant
to perform functions such as click-to-transfer or click-to-dial.
The Attendant Console graphically displays users' status
(busy, idle, do not disturb), as well as detailed call information.A variety of options are provided for
managing the display, including:sort
list of monitored users by name, department or title; filter user list by these
categories; enter multiple letters of name to be displayed via automatic
scrolling; select which column should appear, and in which order (for example,
name, title, department, number, extension, mobile, pager, status, e-mail); and
option to view duration of monitored users’ calls, as well as name and number
of parties they are talking to.
Codes Performs an authorization of calls made to outside of the
group by prompting users for an authorization code.Calls will not be connected unless a valid
code is entered.Authorization codes are
managed by the Group Administrator and can be of 2 to 14 digits in length.Please note that groups cannot have this
service and the Account Codes service enabled at the same time.
Auto Attendant 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 (e.g., 1 = Marketing, 2 = Sales, etc.).
Configuration via the CommPilot 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
A group can have multiple Auto Attendants configured, either
individually (e.g., customer service with separate business hours) or
integrated into a multi-level Auto Attendant (e.g., enterprise’s main Auto
Attendant is configured to seamlessly route to the Auto Attendant of a
particular department or location)
Enhancements The following enhancements have been added to the Auto
Attendant service: • Immediate Extension Dialing – enables callers to dial an
extension through the first level of the Auto Attendant without having to first
select the extension dialing option: •Dial by First Name
– name dialing is enhanced to consider both the first and last name, instead of
only the last name •Holiday Schedule –
enables administrators to set the after-hours menu for selected dates (e.g., recurring
holidays) •Business Hours
Support – enhancement enables administrator to set different business hours for
different days of the week.
Licensing Enables service providers to define a maximum number of
simultaneous calls that can be handled by a selected group of users who are
behind premises-based equipment such as PBXs, IP PBXs, and Key telephone
systems (KTSs).These users are referred
to as Trunk Group users.This new
framework provides better support for network connectivity services for
intelligent CPE while still allowing BroadWorks services to be offered as an
overlay for end users.Trunk Group users
are enabled for individual and group features.
Busy Lamp Field
Support for Attendant Console Enables a user to receive the call state information on
monitored users.This information
supports busy lamp field operation for IP attendant console phones and
devices.The list of monitored users is
managed by the group administrator level and above.
Call Centers Enables business groups to set up a basic call center with
incoming calls received by a single phone number distributed among a group of
users, or agents. The following functionality is supported: • Agent login and logout • Uniform distribution of incoming call to the available
agents • Queuing of the incoming calls that cannot be answered
immediately • Overflow to a given destination when the group is unable
to accept calls • No Answer Policy to redirect call to next agent if not
answered in a specific number of rings by previous agent • Deflection to a given destination outside of business
hours • Music on Hold A variety of statistics are provided to monitor the
performance of call centers, such as Average Number Agents Busy and Average
Hold Time Before Call Loss.
Statistics are also provided to track individual agent
performance, such as Average Time Agent Spends on Calls and Amount of Time Each
Agent Logged On and Idle.A statistics
report is generated at the end of each day and sent to one or two e-mail
CallPark 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 CommPilot Call Manager.
Call Return 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. Users can also execute call
recall via the CommPilot Call Manager.
Codes Provides each group administrator with the option to specify
the feature codes (a.k.a. star codes) associated with their services (e.g.,
Last Number Redial, Call Return) via the CommPilot Group web portal.Users can see, but not edit, the feature code
associated with each service at any time by referencing their CommPilot
Personal web portal.
Group administrators have the option configure two different
feature access codes for the same service.For example, *69 and #81 could both be used to enable Call Return.
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.
Hunt Groups 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. • With 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.
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.
Intercept User Intercept User allows your administrator to graciously take
your phone out of service while providing callers with informative
announcements and alternate routing options.
Paging Enables users to access an intercom paging system by dialing
an extension within the group.The
paging system is simply configured in BroadWorks as a user and inter-connected
via a standard two-wire interface. (((Prospice will require a hardware ATA to
complete this and the customer must provide the paging system)))
Music on Hold Enables group administrators to upload an audio file (.wav
file containing music, advertising, etc.) onto the system to be broadcast to
held parties.This service can be used
in conjunction with the following services: CallCenters, Call Hold, and CallPark.
Voice Portal The Voice Portal provides an entry point for end-users to
access, use, and configure the following services via any phone interface:Voice Messaging, Call Forwarding Remote
Access, CommPilot Express, and Personalized Name Recording.The Voice Portal can also be used to record
Auto Attendant greetings remotely.The
Voice Portal can be reached from any phone.Each party uses their own configurable passcode to access their
respective menu of services.
Voice Messaging Enables users to record messages for incoming calls that are
not answered within a specified number of rings, receive busy treatment, or are
transferred directly to voice mail.Incoming callers are given the options to review and change their
message and will get a warning tone if their message is about to reach the
maximum configured length.
Users can configure the service via their personal web
portal or by calling into their voice portal from any phone.The personal web portal enables users to
control whether their voice mail messages are to be delivered to their e-mail
account as .WAV attachments and/or to the voice messaging system repository for
retrieval from a phone.Users can also
set their password and elect to give callers the option of connecting to an
attendant by pressing 0.By accessing
the Voice Portal from any phone, users can listen to, save, and delete each
message, as well as move to the previous or next message.During the playback of a message, users have
the option of skipping forward, skipping back, or pausing.Replies to message senders can be sent, and
messages can be forwarded with an introductory message to one or more group
members, or to the entire group.Messages can also be composed and sent to one or more users in the
group, or the entire group.Users have
the option of marking a message as Urgent or Confidential.
Users can also pre-configure lists of users to whom voice
messages may be sent.The Voice Portal
also enables users to record their name and multiple personal greetings for
busy and unavailable. Users also have the option to enter a feature code on
their phone to clear their message-waiting indicator (MWI).
Immediate Voice Mail Provides an “always on” voice mailbox.For the designated user account, the “number
of rings before greeting” parameter is set to 0, immediately providing the
user’s no-answer greeting and the user’s device is not alerted.The feature itself changes the “number of
rings before greeting” range from 2-6 to 0-6.
Notification Enables a user to be informed of new voice messages. The
notification is in the form of an email (or short message to a cell phone) or
an indication on the user’s station. The user controls the service via a web
interface, which provides the ability to activate and deactivate email
notification as well as the email notification address.
Voice Messaging to
Email Enables users to have their voice messages delivered to a
specified email address in the form of an e-mail message with a .WAV file
attachment.If available, the caller’s
name and number are also included in the e-mail subject line. Enables the user to set the option to "auto-log in to voice portal if calling from the user's own phone".
Voice Portal Auto-login If the optionis set to
"yes" then when a user calls in to the voice portal from the user's own
phone, the user is not prompted for a pass-code but immediately given
access to the voice portal menu. If the option is set to "no" then the
existing functionality is used and the user is prompted for the
pass-code. With higher security added, all users may be prompted for
the pass-code every time they log in to the voice portal.