VOIPHunt GroupIVRCall QueueSoftphone Addoninbound phone services

Voice FAQ

VOICE & VOIP Frequently Asked Questions

What is a Hunt Group?

Hunt Groups are useful for businesses that don't require a call centre solution or lots of functionality, hunt groups efficiently distribute calls received by a single number amongst a group of users. 

Hunt Group Features include:

  • Call waiting
  • Call forwarding
  • Custom ring back
  • Pre-alerting announcement

Time of day routing is included with optional voicemail add on if required. 

What is Call Centre Queues (CCaaS)?

With all the core features of hunt groups, call centres go even further with announcements, on-hold music, queueing and flexible add ons to help businesses scale to their call demands.

The key difference between call centre queue levels are the number of calls that can queue at any one time:

Basic queue - 25 calls per queue
Enhanced queue - 50 calls per queue
Premium queue - 525 calls per queue

What is IVR?

IVR (Interactive Voice Response) reduces the need for end-users to transfer calls by allowing the caller to choose the department or person they want to speak to.

Features include:

  • Multi-tier choices
  • Call forwarding selective
  • Business hours rules
  • After hours rules
  • Holiday rules 

What are Inbound services (13/1300/1800/0800/0508/ITFS)?

  • These services provide a universal non-geographic dial-in number and the enterprise is charged for calls to these inbound numbers.
  • If the call is then answered by an end-user, hunt group, call centre or IVR, there are no further charges.
  • Alternatively, if the call is directed to an external number, that is charged as an additional call in addition to the initial inbound call.

What are Call recording Options?

  • Support customer service, legal and training requirements with flexible call recording.
  • Best suited for contact centres, legal, medical and any business with compliance needs.

What is CRM integration?

CRM integration allows callers to be detected, looked up in a CRM system and details about the caller to be delivered to the user in a screen pop, or even automatically open a customer record. End-users install the Go Integrator plugin to benefit from this functionality. 

What is the Receptionist web app?

The Receptionist Web App is the perfect tool for receptionists or office managers who need to screen and manage calls.

Users can transfer a call efficiently just by clicking the destination in the contact list, there's no need to remember individual extensions. 

What is the Softphone add on - the Access4 Communicator

The Softphone add on is free for executive and collaboration service pack users, Communicator enables Unified Collaboration (UC) by bringing together powerful services:

  • Instant messaging and group chat
  • Presence
  • Voice and video calling
  • Multi-party voice and video conferencing
  • Real-time desktop sharing

Communicator is available on PC, Mac, iOS and Android devices.

What are DID Numbers?

When you make the move to SASBOSS you will usually have a set of phone numbers you want to bring across. You can order new numbers from SASBOSS too.

DID products include:

  • Individual non-consecutive numbers.
  • A range of 10 or 100 consecutive numbers.
  • 1300 and 1800 numbers.
  • International toll free.
  • Mobile numbers.

What are Mobile DID numbers?

Mobile numbers can give you additional flexibility like:

  • Using the number as a termination point (eg. for inbound calls answer on a queue, IVR or endpoint).
  • Displaying the number when outbound calling using calling line id (CLID).

How to Choose the Right Business Phone System?

  1. What are your business needs? Does your business need a phone system that includes desk telephones? or Does your business need a virtual phone service using mobile devices?
  2. If your business needs desk telephones, you can choose between a traditional landline telephone service or a Voice over Internet Protocol (VoIP) system, which runs over the internet.  
  3. If you choose VoIP for your business, do you want to house the system at your business (on-premises) or have your service provider host it (cloud-based)?

Q: Why choose an XRX phone system?

A: Our phones are feature-rich and budget-conscious so you can configure the right system for your business. Our phones include mass deployment support, auto firmware upgrade and configuration, and a web interface for local/manual configuration.

Q: Which phone system is best for flexible work arrangements?

A: VoIP technology is ideal for remote workers and flexible work arrangements, ensuring employees can be reached at all times. It provides the added benefits of staying connected, utilising the full functionality of their desk phones through smartphone applications, while keeping their personal phone numbers private.

Q: Is the sound quality on a VoIP system as good as on a landline?

A: Technology has come a long way making it difficult to detect the difference between internet-based calls and landline calls.

Q: How are unified communications systems different from a phone system?

A: Many of today's phone systems are unified communications systems. These systems combine voice calling, messaging, and video or online meetings into one service. They also offer audio conferencing and online faxing. 

Q: Which Phone system is better for a business with multiple locations? 

A: While both on-premises and hosted systems can support businesses with multiple locations, a cloud-hosted solution can simplify things. Cloud-hosted systems can be managed from one online platform and can be cost-effective for your business as they don't require you to install complex PBX equipment inside each location. 

Q: What do I need to do to set up a VoIP System?

A: We recommend you plan your data network to ensure you have enough bandwidth to handle your call volume. Setting up your network to prioritise voice calls will help ensure your call quality is clear and strong.