Acuity Network

NetCall Communicator Features

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Auto Attendant

Create sophisticated but customer friendly auto-attendant voice menus with Interactive Voice Response (IVR), multiple contexts, options and actions, which direct the call to the correct department/person without involving valuable human resources.

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Call Queues

Call queues can answer multiple calls and distribute them to agents using sophisticated algorithms. Used by sales, customer service or support, they maximize the company resources utilisation and improve customer satisfaction through pre-recorded marketing, information or position messages.

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Hunt Groups

Make sure that every call is answered. Hunt groups allow you to manage inbound calls by assigning time/day routing plans, creating call cascading to groups of extensions, call forwarding to other phone numbers or voicemail messages.

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Time/Day Routing

Assigning time/day routing plans to your calls means your operators will only receive calls during pre-determined periods (i.e. opening hours). At other times, your customers will hear pre-recorded announcements or can be diverted to other phone numbers/voicemail.

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Disaster Recovery (DR)

Simple to activate DR policies that can divert all calls for all extensions/numbers or specific extensions to alternative telephone numbers, which includes geographic, non-geographic and mobile numbers.

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Mobile Twinning

Never miss a call by twinning your office phone with your mobile phone, which can either be activated as a straight forward divert or can be set to ring simultaneously.

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Hot-Desking

HotDesk enables you to transfer your telephone profile from your normal office to any other phone on a NetCall Communicator account. All it takes is a couple of keystrokes and within a few seconds, all soft-keys, speed dials, etc. on your normal phone will appear on the phone in front of you.

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Call Park/Pick Up

Parking a call and/or picking up a call on another phone is a useful feature if you need privacy, or are you are away from your desk or, if you simply want someone-else to join the conversation (hands-free feature).

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Call Recording

Call recording is becoming an important factor relevant to customer service, training and legal disputes. NetCall Communicator has two call recording options, “event driven” (i.e. the employee presses a button) or as an “unconditional rule” (operated by management/authorised person). The record standard and storage is fully compliant with the rules and regulations of the FSA (Financial Services Authority) and can be stored for up to 6 months.

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Fax2Email

Fax2Email accounts can be setup per person, department or company. Each account will have a dedicated telephone number and will point to a specific email address. Users will receive fax notifications and fax messages as PDF files directly to their email.

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Voicemail2Email

Voicemail2Email accounts can be setup per person, department or company. Each account will have a voice mailbox that will point to a specific email address. Voicemail notifications (including caller information) and the message (as a .wmv file) will be sent directly to the account email.

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Conference Calls

NetCall Communicator includes a fully featured conference room facility that can be used for internal calls (for free) or with a telephone number assigned to allow external callers to participate.

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Music/Messages on Hold

NetCall Communicator allows you to add music to calls on hold and/or to play pre-recorded messages. You can choose from our pre-loaded music options or a personalised professionally recorded message commissioned by us. Alternatively, you can upload your own files* (MP3) and waiting messages.

* Copyright and ownership are the responsibility of the customer.

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Call Spoofing

Like Network Spoofing, Call Spoofing keeps internal calls within your internal network (LAN). This powerful feature keeps all local internal calls away from your internet connection which saves on bandwidth usage allocated for external calls.

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Quality of Service (QoS)

NetCall Communicator applies broadband and VoIP QoS across Acuity’s IP network to our PSTN breakout points. This guarantees up to 5 or 10 concurrent calls depending on which broadband options you contract and is load-balanced against both inbound and outbound calls. If a customer has dedicated internet bandwidth then the number of guaranteed concurrent calls will increase applicable to the bandwidth allocated.

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Reports & Statistics

NetCall Communicator tells you how your business is performing in telephony terms. Easy to understand but detailed call reports and statistics are essential to any serious call centre environment. They are also valuable when it comes to measuring the effectiveness of marketing activity. NetCall Communicator gives you KPI reports that include call peak periods, answered/unanswered calls, call distribution, call status report and graphical charts to name but a few.