CES Phones
CES Phones End-user Features

Category: Hosted PBX Features

Feature Group: Auto Attendants

Feature   Description Type
Customer Portal   Web based user interface that allows users to configure their PBX, create call queues and groups, view call detail records and billing information, listen to and delete your voicemail, upload music on hold S
Top Level Auto Attendant (Always On)   Allows callers to select from menu options using a standard telephone keypad. Through the portal interface, calls can be routed to extensions, mailboxes, groups, conference rooms, call queues, or unlimited depths of additional auto attendants S
Multiple Top Level Auto Attendants (Always on)   Allows for separate telephone numbers to be routed to unique Top Level Auto Attendants. Each Auto Attendant is configurable individually. S
Top Level Auto Attendant (Time Based)   Available after N rings or based on time of day S
Sub-Level Auto Attendants   Sub-Level Auto Attendants are often used for different departments within an organization. For instance, you may have a main Auto Attendant for the company, and then a sub-level Auto Attendant for Sales, Support, etc... S

Feature Group: Call Management

Feature   Description Type
Auto Attendant Answering   Setup a telephone number to dial directly to an Auto Attendant. Callers are then presented with predefined options via the Auto Attendant Feature. S
Live Person Answering   Setup a telephone number to ring a specific extension first, or a group to enable sequential or simultaneous rings. This enables your company to have a live person answer the caller, and not an auto attendant. S
Direct Inward Dialing   Setup a telephone number to dial directly to a device or extension. S
2, 3, or 4 (or More) Digit Extension Dialing   Each PBX can support 2, 3, 4 or more digit extension dialing. S
Caller ID   Customize the appearance of your outgoing Caller ID by outgoing number or by extension S
Voicemail   Associate a voicemail box with an extension, or use an announce-only voicemail box to provide customers with a pre-recorded message when they choose an option on an auto attendant or extension. S
Voicemail to Email   After a voicemail is received, the software will send an email to any valid email account or alias that you enter into the CES Phones Portal. The message will include the date and time of the call, as well as the duration, caller ID if provided, the mail box number, and an attached WAV file that can be played on your PC or mobile device (ie/ smartphone or PDA capable of playing WAV files). S
Voicemail to Text Message   Don't have a smartphone or PDA capable of playing WAV files? Enter an SMS address in the CES Phones Portal and the CES Phones PBX will send a shorter text message to your device. 3rd party text messaging rates may apply. S
Ring Groups   Enables multiple extensions to be joined as a group, and then calls may be routed sequentially or simultaneously to that group. S
Find Me (CES Phones Digital Assistant)   Setup a personal assistant to “find you” at up to five (5) locations. This feature is configured per extension, and offers an extensive number of options to route calls once they have reached the given extension. Callers are asked to “announce themselves”, and are offered the option between locations to try the next location, or to leave a message. S
Attended Transfer   Transfer a call to an extension, group, or phone number AFTER announcing the party being transferred. S
Unattended Transfer
(Blind Transfer)
  Transfer a call to another extension, group, or phone number WITHOUT announcing the party being transferred. S
Call Forwarding   Forward calls via the CES Phones Portal, or via your device or SoftPhone. Calls may be forwarded to any extension or phone number. Device or SoftPhone forwarding functionality may vary by manufacturer. S
No Answer Call Forwarding   Automatically forwards your calls to an extension, group, or phone number when you do not answer your phone. S
Busy Call Forwarding   Automatically forwards your calls to an extension, group, phone number when your phone is busy. S
Incoming Call Blocking   “Black list” phone numbers to block them from calling your PBX. S
Incoming Privacy Screening   Force callers with “no caller ID” or “blocked caller ID” to enter a number that will be presented as their caller ID. S
Incoming Caller ID Routing   Route calls from a unique DID or phone number to any auto attendant, extension, group, phone number, or ACD or Call Queue. C
Incoming DID Routing   Route calls based on the number that was dialed. Calls may be routed to an auto attendant, extension, group, phone number, or ACD or Call Queue. S
Outgoing Call Blocking   Prevent calls to specific numbers or services (ex: 900 calls) S
Incoming Call Identification   Identify an incoming call on the phone’s LCD display by modifying the Caller ID display indicating how the call was routed. C
One Button Redial   A device or SoftPhone feature that redials the last number dialed by the extension user. Not all phones support this feature. S
Do-not-disturb (DND)   A device or SoftPhone feature that simulates a phone being off-hook, sending calls received directly into voicemail. Other routing options are also available. S
Call Waiting Indicator   Indicates incoming call (and caller ID, if available) while another call is in process. S
Automatic Call Distribution (ACD)   Used to route calls in a call center environment to the appropriate agents, based on factors such as time availability, behavior, and priority levels. P
Call Queue   Call queues are used to route calls in a first-in-first-out manner to the appropriate extension or group. These extensions can be agents logged into the system. Call Queues are commonly used with an ACD, where the callers hear an announcement that says something like “thank you for calling, all available agents are busy, you are Nth caller. Estimated wait time is N minutes. Please hold for the next available agent, or press N to leave a message”. When the call is ready to be routed, the ACD handles the routing rules. P
Call routing based on business hours, after hours & holiday hours   Allows routing decisions based on time and date. Multiple schedules can be configured, as in the case of departments with different hours of operation. S
Speed Dial   A device or SoftPhone feature that automates the dialing of a pre-determined phone number. S
Company Wide Directory   A list of contacts and phone numbers that are uploaded via the CES Phones Portal, and are made available on an IP phone or SoftPhone. C
Forward your calls Locally or Remotely via Phone or Web   Call forwarding is easy to setup and manage. S
Direct Inward Dialing   Setup a telephone number to dial directly to a device or extension. C
Call Recording   Selectively record calls for training or documentation purposes. C
DISA (Direct Inward System Access)   Allows someone from outside the PBX to obtain a dialtone and to place calls from it as if they were placing a call from within the switch (with password protection). C
Office Intercom   Dial another user’s extension, activating their phone speaker to make an announcement C
Disable Outbound Dialing   Disable Outbound Dialing on certain extensions only C

Feature Group: Call Conferencing

Feature   Description Type
3-way Conference Call   After making or receiving a call, a user may conference in any third party for a 3-way call. S
Conference Bridge   Multiple on-site and outside callers can simultaneously participate in password protected conference calls. Callers can be assigned talk-listen or listen only access. S

Feature Group: Music on Hold

Feature   Description Type
Default Music On Hold   Royalty free music S
Custom Music On Hold   Music provided by Customer, and uploaded through the Customer Portal S
Commercial On Hold   Record your commercial and upload it to your PBX via the CES Phones Portal. S
Commercial On Hold By Location or Queue   Multiple commercials on hold may be uploaded to your CES Phones PBX, and can be unique based on location or queue. C

Feature Group: Reporting

Feature   Description Type
Call Detail Records   Real-time call logging is available via the portal. From, to, call duration, date and time, and call type (International, On-Net, etc). In addition, frequently called numbers can 'tagged' with text descriptions for legibility. S
Call volume graphs by time of day, month, year or custom dates   Histograms graphically display calling patterns and trends S
Call traffic by extension   Track number of calls by individual S
Detailed Accounting   Track orders, invoices and all CES Phones billings online. S