Common Call Scenarios

Epygi's IP PBXs process your incoming calls to optimize efficiency.

Each business is unique and requires tailored methods for handling incoming calls. With an Epygi fully-featured QX or Quadro IP PBX, your business can have a solution to ensure that calls are given the priority that they deserve. The following are a few of the most common call scenarios that businesses use on a regular basis.


Add WebRTC Link to Your Email Signature or Website New

Register your Epygi IP PBX extension, which should receive the WebRTC calls, on the Epygi's SIP server - sip.epygi.com. You can do it by opening the "Extension Management" GUI page, selecting the desired extension and pressing "Use Epygi SIP Server" button on the top of the extensions' table. For example, if you selected extension 48, then after pressing the above-mentioned button you will see something like this:
New
Thus, your extension 48 has been registered on sip.epygi.com server by the SIP number: 70325048.

  1. Now you can add the following hyperlink to your email signature: https://wrs.epygi.com/c2c/70325048.
    Use any text with this hyperlink, for example: "Click here to call me from your Chrome, Firefox or Opera browser".
    Now, when somebody reads your email and clicks on that link in your email signature, your phone will start ringing and the call will connect as shown in the picture below.
  2. Or you can add a WebRTC link to a web site. In the example below inserting the following into HTML source code will allow users to call Mario sip address: 20539@sip.epygi.com via WebRTC.
    <div style="cursor:pointer;" onclick="window.open('https://wrs.epygi.com/c2c/20539', '', 'width=230, height=350, left=200, location=0');">Mario Espaillat</div>

Add WebRTC Link to Email Signature


Hospitality Solutions for Small and Mid-Size Hotels New

Download EHC Users' Guide

Epygi QX PBXs provide solutions for both small and mid-size hotels, not using a Property Management System (PMS), as well as for large hotels which use PMS. The Epygi Hotel Console (EHC) application, running on MS Windows PC, jointly with QX, supports the following basic hospitality features:

  • Guest Check-in and Check-out accompanied by changing the voice mail status and guest rooms extension Class of Service
  • Bill outgoing calls for guest rooms
  • Schedule Alarms for guest extensions
  • Activate/Deactivate the Do Not Disturb (DND) for guest extensions
  • Setting and Changing Room Condition Status
  • Checking and Reporting Minibar Status

Advantage: This solution doesn't require installation of additional servers (e.g. database server, etc.), you can just install as many EHCs as you need and connect them to the QX.

Hospitality Solutions for Small and Mid-Size Hotels


Hospitality Solutions for Large Hotels New

Epygi also provides a solution for much larger hotels. By integrating with char, an Epygi solutions partner and software developer, we are able to meet the needs of the large scale hospitality market. By using PMSLINK interface for connecting to the PMSLINK middleware from char, it integrates QX with the PMS used in hotels. Together, the companies' products offer enhanced, customizable and scalable solutions. The features allow users to manage billing, integrate with PMS systems, manager telephone charges and more, such as:

  • Guest Check-in and Check-out accompanied by changing the voice mail status and guest rooms extension Class of Service
  • Guest data update
  • Sending CDRs of hotel room extension to PMS
  • Schedule Alarms for guest extensions
  • Activate/Deactivate the Do Not Disturb (DND) for guest extensions
  • Setting and Changing Room Condition Status

Hospitality Solutions for Large Hotels

Advantage: This solution works with a wide range of PMSs. For the list of PMSs supported by char follow the links below:
http://www.char.es/productos/integracion-pms/
http://www.chardesarrollodesistemas.com/download/general/documentation/char_pms_integrated.pdf


Epygi Call Center Solutions New

Download EAC Users' Guide

The Epygi ACD console (EAC) is a web application used for monitoring the ACD activities by ACD Agents. The EAC stores and formats the ACD data, producing real-time and statistical reports on the ACD activities as well as creating an efficient management environment for ACD Admins and Supervisors. ACD Supervisors and Admins may change the agent statuses, enable and disable agents in specific queues, collect and report information about ACD Queues' and Agents' activities in the EAC.
Some of the main functions of the EAC are as follows:

  • Display the number of online agents per ACD Queue
  • Display the number of answered, abandoned, rejected and queued calls per ACD Queue
  • Display the active calls per ACD Queue and allow the Supervisor/Admin to terminate them
  • Display the statuses of the agents per ACD Queue
  • Change the agent status (controlled by ACD Admin and Queue Supervisor)
  • Enable and disable the agents' capability to receive the calls from a specific ACD Queue
  • Display the call summary per ACD Queue and per Agent: the number of answered calls, total and average duration of the calls
  • Display Call Details Records per ACD Queue
  • Display Call Details Records for Direct Inbound and Outbound Calls
  • Display Wrap-up codes assigned to calls and Wrap-up code summary
  • Chat with Supervisors/Admin and keep chat history
  • Display scrolling banner for agent alerts
  • Generate and download statistical reports for queues and agents for a predefined time period
  • Make direct outbound calls
  • Receive direct inbound calls
  • Make a blind transfer to ACD Agents or other destination numbers
  • Allow the Supervisor/Admin to Barge-In, Listen-In and Whisper mode on agents calls

Call Center Solutions

Incoming Call to Auto Attendant (AA)

Epygi's QX IP PBXs provide your business with flexibility when handling your incoming calls on Auto Attendant (AA). The Scheduling feature, when applied to AA, allows automatically activating different scenarios according to preconfigured schedules. The Day/Night Switching service on AA allows watching and updating the statuses for schedules from a remote phone. AA can be used with a full Interactive Voice Response (IVR) menu that is easily customizable. AA options include:

  • Calling direct to PBX extensions by dialing the extension’s number or by spelling the extension’s name in Extensions' directory
  • Using Call Relay to get privileges of PBX extensions and calling directly to outside contacts (destinations)
  • Accessing voice mailboxes for the extensions for reviewing or leaving messages
  • Managing Call Routing table by enabling/disabling certain call routing rules
  • Leaving Unified Fax Messages in the extension's voice mailbox
  • Activating CallBack services
  • Hearing an informational type messages

Call to Auto Attendant


Incoming Call to Receptionist

We often find that many businesses prefer incoming calls to be answered by a receptionist. If the receptionist is busy, then the calls can go to a secondary person, or even to an Auto Attendant.

Once the receptionist has answered the call, he/she can:

  • Transfer the caller to another extension
  • Park the call for another extension to retrieve
  • Page the intended party
  • Send the caller direct to the voice mailbox of a particular extension

Call to Receptionist


No Answer Options

A missed call for your business is often considered a lost opportunity or a delay in getting a job completed. Epygi's QX and Quadro IP PBXs provide the assurance of knowing that a call will be given the needed attention no matter what. In the event of a no answer, the caller can be connected to:

  • A receptionist
  • The Auto Attendant
  • Directly to an outside number, such as a cell phone
  • A general or departmental (e.g. sales) voice mailbox, with a unique notification key on each phone to show Voicemail status
  • To Voicemail, with Voicemail notification on the phone, via email, text message or phone call

No Answer Options


Incoming Call to an Extension with Find Me Follow Me

Often, it is more convenient to have incoming calls try and reach the user at several different contact numbers, such as their local extension, cell phone or home phone. Since the caller initially dialed the local extension number, this might be the first contact. After a few unanswered rings, then the cell phone and/or home phone starts to ring. After a set number of rings, the caller would then reach the Voicemail of the extension, not the cell phone voicemail, if the call wasn’t answered. This flexible call handling solution is enabled with the Find Me Follow Me option available as a standard feature on every Epygi QX and Quadro IP PBX.

Find Me Follow Me


Call Relay and iQall

Have you ever wanted to return a call to a customer but did not want to call them directly from your desk phone or cell phone, which would have provided them with your personal numbers? Epygi has two applications that allow you to make that same call, but the customer will only see the Caller ID from the office.

The Call Relay service can be activated on any selected extension. Callers should pass authentication (username and password) on Auto Attendant (AA) to use Call Relay services. When calling to an Auto Attendant, a trusted user will automatically be logged in as the selected extension, therefore the selected extension number and settings will be used for making calls.

The Epygi iQall application can be configured on any iPhone or Android smartphone to work with the QX IP PBX. This will allow the user to make FREE CALLS from a smartphone on behalf of the QX. Just dial the number you want to call from your smartphone and iQall will send the request to your QX IP PBX to connect your smartphone with the dialed number.

You can also toggle the active call between your smartphone and desk phone. The Mobile Toggling feature enables alternating the call from smartphone (running iQall) to desk phone without dropping the call.

Call Relay and iQall


Surveillance

By utilizing the Epygi IP PBX, IP surveillance devices such as cameras, paging speakers, video phones and door stations can be added to any office. These surveillance devices can be monitored in multi-site installations and visitors can be greeted by door stations during normal and after hours for added security. A door station can contact any number of phones that can grant or deny access. If there is no answer from any phone, the call can be forwarded to the Auto Attendant, cell phone or voicemail box.

Surveillance (multi-site)

Surveillance (multi-site)


Surveillance (door units)

Surveillance (door units)


Multi-Site Installations

Epygi's PBXs offer multi-site configuration and free inter-office calling. Epygi IP PBXs can connect multiple offices in different cities, states or even countries. Through remote extensions, employees can work from home and stay connected to their offices.

Multi-Site


Using PSTN Lines and SIP Trunks with Epygi IP PBXs

Due to Epygi's built-in FXO, ISDN, E1, T1 and PRI ports, both SIP trunks and PSTN lines can be supported for cost-saving calls. Through the flexible call routing tables, calls can be placed over SIP trunks or PSTN depending on different company needs.

PSTN


Unified Dialing Plans for Multi-Site Installations

The unified dialing plan facilitates multi-site calling by assigning a code to each site. When one site wants to call another, the user must simply dial the two, three or four digit code followed by the extension.

PSTN