Business Phone System Features
All Switchvox Features Included For Every User
Advanced Business Phone System Features at an Affordable Price
Traditional phone systems would require individual feature licenses for major applications like voicemail, faxing, and IVRs.
With Switchvox, your company can simplify its communications down to one powerful solution delivered on-premise or hosted in the Cloud.
Get mobile apps, call recording, desktop faxing, call routing, presence, and much more – all at one affordable price.
Advanced Call Management for Every User
Included for every Switchvox user, the Switchboard offers complete call control and powerful, customizable features.
Like a virtual operator panel, the Switchboard allows users to receive, transfer, record, park, and monitor calls – all from the comfort of their web browser.
The Switchboard is also fully customizable, so each user can create the space that is accessible and optimal for their needs.
Schedule a demo for an in-depth look at the Switchboard.
Switchvox - All Features Included
Voicemail / Messaging
Apps & Integration
Easily place a call on hold using the button on your IP phone or from the Switchboard with customizable on-hold music or messaging.
Transfer active or incoming calls to another extension using your deskphone, the Switchboard, or the Switchvox Softphone.
Set the transfer rules for incoming calls to transfer after checking, transfer without checking, or send the call straight to voicemail.
Create 3-way conferences with your IP phone or your Switchvox Softphone.
Use Switchvox extensions for paging and intercoms, including overhead paging, direct to an extension, and 2-way intercom conversations.
Gain a bird’s-eye view into your phone system and utilize a powerful set of call control and visibility features. Learn more about the Switchboard.
Included with the Switchboard, control active and incoming calls with just a click.
Forward calls immediately or after a few rings, either at all times or based on a schedule.
Program calls to ring your phones one at a time in an attempt to find you.
Allow calls to find you by ringing multiple phones, all at once or in a customized sequence.
Utilize several options for handling incoming calls. Answer it or dismiss it by transferring, ignoring, or sending it to voicemail.
Use Interactive Voice Response technology to automate your call flow with everything from automated attendants to advanced applications like payment handling and information processing.
Pass caller ID information onto your cell or home phone when calls get forwarded to those devices.
Receive notifications for incoming calls on multiple devices. Incoming calls from Outlook contacts will display the contact’s information (photo, name, number, and email address, if available).
Customize outgoing caller ID to be the same for your entire company, different based on certain groups, or individualized for single phone extensions.
Allow each user to control how calls get to them and where.
Send calls to voicemail immediately or after a few rings, either always or based on the time of day.
Attach status options to your call rules to change call rules based on status.
Access contacts from both internal numbers for your coworkers and external phone numbers stored in Switchvox.
Easily browse or dynamically search your entire company directory to call a contact, view a contact’s status, or access their full user contact card.
Create a Favorites list of frequently used contacts, making it easy to call them or see their status.
Included in the Switchboard, quickly access both internal and external contacts with options to dial their number, see their status, transfer a call to their extension, or transfer a call to their voicemail.
View coworkers’ or employees’ status and who they are talking to.
From here, permitted users can record, monitor, whisper, or barge into any call.
Contact Cards display the contact information for a user and allow users to communicate with them in a number of ways, right in the Switchboard.
Change your status to Available, Away, Do Not Disturb, or one of many more, including custom status options.
Easily view the status of others through the Switchboard, a compatible IP phone, or the Switchvox Softphone for iOS and Android.
Monitor allows a user to listen in on calls when they have the appropriate permission.
When a user has the appropriate permission, Whisper allows them to listen in on calls and talk to their employee without the caller hearing.
When they have the appropriate permission, Barge allows a user to join another user’s call, on demand.
Record your own calls (or others’ with permission) on the fly or schedule calls to be recorded automatically.
*Recording all call is not available with Switchvox Cloud. Only on-demand recording.
Recordings can be scheduled to record a user’s or group’s calls over a certain period of time.
These recordings are saved and can be retrieved on demand or sent to an FTP server for archiving.
Switchvox provides real-time analytics through the Switchboard to help contact center supervisors and agents make on-the-fly staffing and call flow decisions.
The Queue Callback feature lets agents call a customer who is next in line, allowing callers to maintain their spot in the queue without staying on hold.
Global Arrival Time ensures that call-in customers who have been waiting the longest are answered first – even if they are transferred between different queues.
Switchvox includes a Wallboard widget that enlarges key call center data for easy viewing on a call center floor.
The wallboard widget includes:
- Number of calls waiting
- Max wait time
- Status of agents on a queue
- Number of calls taken.
Call Queues allow you to route calls to groups of people to create simple hunt groups or advanced call center queues.
Global Arrival time ensures that call-in customers who have been waiting the longest get answered first, even if they are transferred between different queues!
Agents assigned to multiple queues are able to prioritize queues and respond to callers with higher priority.
Create simple rules to ensure customers don’t wait too long or get stuck on hold.
Each Switchvox Call Queue can be customized to offer music, information such as estimated time for the next available agent, or announcements targeted right to those queue callers.
Users on multiple queues or that take a combination of direct phone calls and queue calls can easily tell what kind of call they’re answering by listening to the queue announcement that plays when they answer the phone.
Find out all the details about every call that comes to a Switchvox queue: how many calls have been dropped, abandoned, redirected, and more.
Correlate data from the logs and reports and analyze trends with your calls to better staff your queues and manage your calls.
Queue Reporting instantly shows you meaningful trends with graphical charts. When you can see what’s happening in your queues, you can continually improve your sales and customer service processes.
See the calls that are happening in a call queue at the moment, plus the day’s statistics on a queue and its members.
Those statistics include the number of completed and abandoned calls as well as member information, such as completed and missed calls, login and paused time.
Each queue can have its own ringing strategy. Choose from Ring All, Round Robin, In Order, and more.
Contact center supervisors and managers have the ability to move a call to the top of the queue, send a call to a specific agent, or answer a call themselves.
Switchvox allows remote employees or employees from multiple offices to be a part of company call queues.
If too many callers are waiting in a queue, define overflow agents who will be automatically assigned to the queue to help manage high call volume.
The Desktop Softphone lets you chat with colleagues 1:1 or in a group setting.
The Mobile chat app lets you chat with colleagues using the Desktop Softphone and Mobile Chat app
With a Meet-Me Conference Center, each of your phone extensions can have its own conference room. The extension-owner can even control the audio conferencing experience with announcement options, as well as specify who can talk in the conference.
Switchvox users can share their screen with other users on the system or external customers.
Users can have one-to-one video chats and screensharing sessions with people outside of Switchvox using the guest chat link.
The Switchvox Desktop Softphone allows you to make audio and video calls using your extension, directly from your MacOS or Windows computer.
Screen-sharing support amongst
Desktop Softphone users enhances productivity and collaboration
It also allows you to chat with colleagues who are using the Desktop Softphone and the Mobile Chat app, as well as send/receive SMS messages. SMS support requires Sangoma’s SIPStation SIP trunking Service.
Using the Switchvox Mobile Softphone or the Desktop Softphone client, users can make and receive, transfer, conference (currently mobile only), and record calls from anywhere.
The Switchvox Mobile Softphone allows a user to choose which connection to use to make and receive calls. Choose between available WiFi, LTE, 4G, or 3G connectivity on the fly.
Mobile and desktop users can change their status from the Switchvox Mobile and Desktop Softphones as well as view the status of others.
Users can have up to 5 phones (including the softphone application) connected to their extension.
All calls made through the Switchvox Mobile and Desktop Softphone use the user’s work Caller ID information, helping users keep work and personal lives separate.
Voicemail / Messaging
Voicemail messages can be automatically forwarded to another extension or to Extension Groups. This is great for customer service, as well as for internal announcements.
Create a different voicemail greeting for every situation.
Each Switchvox phone extension has a one-stop IMAP mailbox for voicemail messages and faxes. You can subscribe to it using your favorite email client or the Switchvox Web Interface.
Users receive an email notification to any email client that includes a .wav file of the message so they can listen to the message from anywhere.
See all your voicemails and click to listen. No more dialing into your voicemail and having to cycle through your old ones.
Voicemail is included for every user.
The system administrator has the ability to determine the space needed for each person.
The Switchboard includes a Voicemail Widget that allows a user to listen to, delete, and transfer voicemails from their desktop.
Use your Active Directory / LDAP Passwords* to log into the Switchvox User Suite. It’s one less password for users to remember, and one less password admins need to maintain.
*Not available with Switchvox Cloud.
Switchvox lets you set up an automated backup schedule, with file-transfer to the FTP server of your choice. You can also create a immediate backup anytime you need to.
Switchvox goes way beyond standard Day and Night modes with custom-defined Time Frames. Need to route calls because it’s Thursday? No problem. Closed for the holidays? It’s easy to create the Time Frames you need.
Administrators have complete control over moves, adds, and changes for extensions using the web-based Admin Portal.
Switchvox makes it simple to manage your phone extensions. Templates and Groups make it easy to create and organize extensions, and bulk-management tools help you create and modify multiple extensions at the same time.
With Switchvox Extension Templates, you can easily set up phone extensions with a pre-determined set of options. This makes it easy to set up new employees in each of your functional groups.
With Switchvox Extension Groups, you can easily manage your Switchvox extensions. Groups are helpful for managing things like Call Queue members and outgoing caller IDs.
The Switchvox interface is available in English, Spanish, Italian, and French.
With Switchvox, you have total control over how to make calls: send inter-branch calls to a peered Switchvox, route 911 to an analog line, send international calls to a VoIP provider, etc. This can help you save money, and protect against downtime.
Switchvox Sub-Admins can be set up to do everything the main admin can do or just a few tasks. This lets you share the administrative responsibilities, but control who is able to do what.
Whether it’s music or announcements, simply upload your original or purchased MP3 audio files to Switchvox.
Switchvox systems can be linked together (“peered”)* simply through your internet connection, so you can easily make calls among your offices. This allows for quick-and-easy dialing, and more importantly, a big cost-savings for your company.
*Peering available with on-premise Switchvox appliances only. You cannot peer an on-premise appliance and Switchvox Cloud together.
Switchvox publishes a comprehensive set of SNMP OIDs so that you can monitor the state of the Switchvox server, your VoIP providers, phones, current calls, and more.
Apps & Integration
Utilizing the Open CTI standard, users can match calls with Salesforce records, log calls directly from the Switchvox plugin, click to dial from anywhere in Salesforce, and save time with an automatic screen pop. Learn more about Salesforce integrations.
Without leaving Zendesk®, retrieve caller information when receiving new calls, easily add caller information (caller id, date/time of call, call duration) to tickets, adjust your Switchvox status, log in and log out of your Switchvox queues, and more.
*Not available in Switchvox Cloud.
This Switchboard Panel shows you where your caller is on a Google map, based on area code and prefix. A handy popup lets you scroll through previous callers’ locations.
Find out all the details about every call your Switchvox has ever handled.
View graphs and reports of statistical data about the calls in your Switchvox. Find out useful information such as when the highest call volume occurs or if callers are abandoning calls when they reach a specific point in an IVR. Learn more about reporting.
Switchvox gives managers and supervisors the ability to run reports on all employees, including those in-house, at another office location, remote, and/or mobile.
View Switchvox feature support documentation
Switchvox Cloud - Hosted
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Managed in the Cloud
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