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MyNumbers - Advanced call handling service - Call center application in the Cloud


MyNumbers is one of the most cost effective advanced cloud based call handling service in the market place today, combining ease of use with an impressive list of call handling solutions ranging from Call Queuing, Information lines, Auto Attendant and Call Routing for a single line or multi-site locations, plus a lot more. If you’re looking for a way to simplify & professionally manage your inbound telecoms, we can help. Using MyNumber you can control multiple inbound numbers independently at a time all with their own routing plans and with a full range of services, allowing you to control in real time the call flow at a granular level.

MyNumbers can be controlled from almost anywhere, including Desktops, Smart Phones and tablets, giving you full control in real time to make changes or to switch to Disaster Recovery mode should your main office lines go down.

SilverCloudDR - Disaster Recovery

As well as a call center application every inbound number comes with a secondary routing plan allowing you to switch calls to another office or mobile phone/s within seconds. Secondary routing plans can mirror your main routing plan where the only difference being that the calls will be sent to a different location, ensuring your customer call flow remains the same in an outage.

Read more about Disaster Recovery - SilverCloudDR

Number Translation

MyNumbers offers two number translation services. The first is a Basic Number Translation; this means calls are is simply translated to a single destination number. This would be used if your telephone system already has call handling system or could be used as a direct line to a member of staff.

If you would like the flexibility of Plan routing options like, voicemail, or call queuing you can upgrade a normal translated number at a click of a button giving you access to all the advanced MyNumbers call handling features. Destinations.

MyNumbers is not just limited to diverting calls to a UK number or a single line. You can set calls to go to almost any number in the UK or International, you can also route calls to sites with multiple numbers in multiple locations.

Detailed Call Statistics

MyNumbers offers an extensive call reporting summary for each inbound number providing a breakdown of calls to a single account grouped by Number.

Reports can be filtered by Number, Destination Number, Number of calls, Number of Answered Calls, Number of Unanswered Calls, Average Call Duration and much more. Additionally the report can be displayed for a single day, week or month.

Geographic Routing

MyNumbers offers full geographic routing plans making it ideal for routing customers to your local office based on which town their telephone number come in from.

Call Handling

A number of advanced call hunting groups, determining how calls will be distributed between multiple numbers on a single destination. The options available are:

  • Sequential Routing - The Sequential Routing option routes calls to each of the numbers defined in the destination Routing Node in the order in which they have been defined, irrespective of the number of lines available to each number.
  • Round Robin - The Round Robin option will route calls to each of the numbers defined in the destination Routing Node in turn, starting at the number in the list after the one that was used last.
  • Percentage Routing - The Percentage Routing option routes calls to the destination numbers based on a percentage calculation of the number of total lines available.
  • Most Lines Available - The Most Lines Available option first routes to the destination number entry with the most available lines.
Caller Presentation

Caller Presentation is an ideal solution for customers running call centres, receiving calls for multiple organisations or businesses that have only one number for both work and personal calls. A presentation announcement can be played to you before connecting the call to identify the organisation or on the inbound number dialled.

A good example of this would be a sole trader using their home or mobile number for both business and personal calls. When a call comes in on his MyNumbers inbound number he will hear an announcement telling him that it’s a call on his inbound number, thus allowing him to answer the call in his business name.

The Caller Presentation can also be used as an pre-answer announcement that can be played to the caller before the call is answered and before charges will have been applied to the call, this is a legal requirement for premium rate numbers.

Call Queuing

Calls can be queued when there are insufficient outbound lines, with music or ringing and periodic queue comfort messages to minimise call queue dropouts. Call Queuing can also be configured to offer the caller to drop out of the queue and request a call back from a member of staff when free. This is sent via email as an MP3 along with the date and time of the call back request.

Call Screening

MyNumbers offers two powerful variations of Call Screening, a Screened List and a Preferred List.

  • Preferred List - Callers whose telephone number matches the Preferred List are the ONLY callers that will be routed directly to a particular destination or office, missing out the main call routing plan. This can be useful for handling priority callers.
  • Screened List - Callers who match the Screened List will NOT be routed to the main routing plan, but instead can be disconnected or routed to voice mail as required.

It is possible to have multiple Call Screening Lists, on different Numbers within the same installation as you may require different screening options pre number.

Inbound Caller Menu (IVR)

Using an Automated Caller Menu will minimise the need for manual call handling by staff while at the same time ensuring that calls to your inbound number will be routed to the appropriate team of people to offer assistance.

Multi-level IVR can be configured to allow call routing by caller DTMF. (press 1 for Technical support, 2 for customer services etc) In addition voice prompts, callback and voicemail be added to support this service.

Announcements

MyNumbers Announcements is ideal for customer information services of any description. Once the announcement has finished you can disconnect the call, route to customer service or diver to voice mail.

Information messages can be recorded and uploaded in seconds for almost anywhere, including Smart Phones and tablets.

Date & Time routing

Re-route calls to voicemail, voice prompts or distributed calls to other sites at busy periods or when office is out of hours. You can also set date and time routing to cover holidays, this is very helpful when routing calls to offices in other countries.

Time Based Routing

Time Based Routing can be applied to an inbound number to create a granular time profile to determine how calls will be handled.

This is designed to be used when the standard time options for Active and Inactive time do not give sufficient control. For example, you may need to route calls to home workers for specific periods of time during a day.

Voice Mail

MyNumbers can be configured with multiple Voicemail boxes per inbound number which can have a different e-mail addresses associated with it. Emails are then e-mailed to predefined address/s.

MyNumbers is available with:
Business NumbersLine RentalVoIP Line Rental