What features are supported by Pilot Voice?

    A full list of Pilot Voice features by name, along with explanations of how they work and what they’re used to do.

    Introduction 

    Pilot Voice is a fully-featured hosted PBX voice service. That means your phone service come loaded with all the essential features you and your company need and use on a regular basis. 

    This list covers the full range of features offered by Pilot Voice and the accompanying Polycom phones.

    Pilot Voice phone feature breakdown

    Auto Attendants: Allows users to create individual or nested menus, then callers can press keys to be routed to different destinations. Users can upload their own scripts and audio to control the menus. 

    Busy Lamp Field (Presence): Allows your phone to display whether or not another user is on the phone. Typically used by executive assistants or receptionists.

    Call Barging: Allows users (with the right permissions) to listen to other active calls in their organization without the knowledge of the call participants. Optionally, the user can join that call (known as a Join) and begin speaking with the original participants, or speak only to the internal User without the other participant hearing (known as Whisper). 

    Call Blocking: Allows users to enter a list of phone numbers whose phone calls will be rejected before reaching any user in the system.

    Call Parking: Allows users to place a call on hold using one handset, and pick it up again using another handset equipped with a Call Park retrieval button.

    Call Recording: Allows users to record either inbound and/or outbound calls made from their office phone system and listen to the recordings within their user portal. Users are responsible for complying with all applicable recording laws when using this feature.

    Call Queues / Automatic Call Distribution: Allows multiple callers to be placed in queue where the calls can be answered in the order they were received. Typically used by call centers, support teams, and similar.

    Call Screening: Allows users to force callers to say their name after a prompt when calling. The user can then choose to accept or decline the call after hearing their name.

    Call Transfer: Allows users to transfer calls to other users using either an internal extension or 10-digit phone number. Transfers can be made “blind” (user initiating the transfer does not connect to the transfer receiving user) or “warm” (where the user initiating the transfer can ensure the call is connected prior to completing the transfer).

    Call Waiting: Alerts a user who is already on a phone call to any additional phone calls they are receiving on the same line. Call waiting will allow that user to switch back and forth between the original call and the new call while keeping the inactive call on hold.

    Caller ID: Allows a user to customize which phone number is displayed when making outbound calls. The user can choose between the Company’s main phone number or the user’s individual DID. In addition to Caller ID, CNAM customizations enable the user or company to enter a name (up to 15 characters) that may be displayed in addition to the phone number. Caller ID blocking is also supported, which prevents a number or CNAM from being displayed.

    Conference Bridge: Allows users to create permanent and temporary conference lines using DIDs in their account. Users have control over: requiring participant PIN, requiring a leader and/or leader PIN, max number of participants, and more.

    Directory: Allows users to view a list of all users and their respective extensions making intra-office dialing easier. This feature will work on Pilot provided desk phones.

    Emergency Assistance (E911): Automatically transmit your office address to the applicable Public Safety Access Point (PSAP) when you dial 911 from your office phone.

    Extension-based dialing between phones (3-6 digits): Allows a user to dial other users in the office using just an extension number, instead of having to dial the complete 10-digit phone number.

    Fax Line Support: Allows users to connect a Pilot-provided analog telephone adapter (ATA) to their office network and existing fax machine in their office. Once connected, that fax machine can send and receive faxes using its 10-digit phone number (DID).

    Find Me, Follow Me: Allows users to receive calls on multiple devices (such as a desk phone and cell phone) at the same time, or in sequence. Common examples include users who want their office phone to ring first, followed by their cell phone, or all of their devices at the same time.

    HD Voice: Allows for outstanding audio quality and background noise reduction by using best in class audio codec technology.

    Hold Music Customization: Allows users to upload their own music to be played to callers while they are on hold, in queue, or waiting in conference.

    Hot Desking: Allows users to log in and out of phones as opposed to having them be permanently associated to a specific user. This is useful when users do not have call parking.

    Hunt Groups: Allows users to create extensions for teams, departments, or any other purpose. Within a Hunt Group, you can specify multiple individual extensions or 10-digit phone numbers. When the Hunt Group extension is dialed, users can specify whether all of the member extensions should be dialed at the same time, or in a particular order.

    Interactive Voice Response (IVR): A more advanced version of an Auto Attendant and allows callers to submit information to the company via a phone menu, such as billing information, or answers to a survey.

    Schedules & Time Frames: Allows users to modify the behavior of their phone system based on the time of day. This is great for businesses that are only open during certain hours. For example, during the business day, calls can be routed to the cell phones of all of the employees, but after business hours, calls can be routed directly to voicemail.

    Toll Free Numbers: Pilot supports using toll-free numbers (TFNs) and can provide them, for a fee, or port them in to our system if already owned by the user. 

    Virtual Fax: Allows users to assign a DID to become a recipient for fax transmissions. Faxes received at this DID will be available for download via the portal or can be sent directly to a user’s email address.

    Voicemail-to-Email: Allows users to be notified via email when they have a new voicemail and optionally, receive a link or an attachment to the audio of that voicemail.

    Web Portal: Users have access to an intuitive web portal where they can manage all aspects of their office phone system and individual user preferences. 

    Looking for something you don’t see on this list? Reach out to us at support@pilotfiber.com for help.

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