iCloud Call Processing Feature Definitions

911 Service

The "Universal Emergency Number" for citizens throughout the United States gives the public fast and easy access to a Public Safety Answering Point (PSAP). iCloud's 911 service automatically routes calls and computer-based "screen pops" of caller information to emergency personnel at local PSAPs. Call data is routed as emergency traffic and is accompanied by caller information.  Callers receive the same response from emergency personnel that they are accustomed to receiving from legacy, switched telecommunications 911 services provided by traditional telephone carriers.

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Abbreviated or Speed Dialing

Pre-programming of a caller's phone system to recognize a 2- to 4-digit number as an abbreviation for a frequently dialed phone number, and automatically dial the whole number.

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Accounting Codes

A customizable automated system that can replace the need for a receptionist.  Available to callers 24-hours-a-day.  Transfers calls (dial by extension, name, company directory, or workgroup.  If a call is not answered or the line is busy, the automated attendant will automatically send the caller to voice mail.

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Automatic Call Distribution

The capability of a communications system to intelligently route phone calls based on information provided by the caller, a database on callers, and system parameters within the ACD such as call volumes within agent groups and number of agents available.

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Call Blocking

Helps you avoid unwanted calls by rejecting calls from a list of numbers you specify.  Also, this feature allows the calling party to prevent the calling number from being transmitted and displayed on the Caller I.D. equipment of the called party.  You can override call block on a call-by-call basis.

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Call Detail Records

Allows the system to collect and record information on outgoing and incoming calls ~ who made/received them, where they went, where they came from, what time of day they happened, how long they took, etc.  After the data is collected, it is transferred and recorded into a Call Accounting System.

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Call Forwarding

Call Forwarding allows you to forward all your incoming calls to a different phone number, such as your home, friend's house, office or cell phone. Call Forwarding makes your life easier because it gives you the control you want. Turn it on when you need it. Turn it off when you don't.  When calls are forwarded, your original line can also ring simultaneously. Or, you can set-up the forwarding to ring a certain number of times on the original phone, then forward to another number, such as voice mail.

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Call Holding

If you hang up the phone, you lose the call.  Call Holding allows you to "hold" the call so the other person can't hear you.  You can then return to your conversation by pushing a button on your phone.  Call Holding is useful when you are on one line, but have someone calling you on another line.

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Caller I.D

Caller I.D. allows iCloud subscribers to view an incoming caller's phone number before answering the call. With caller I.D., when your phone rings, the incoming caller's name and/or number appears on the display screen of your telephone. Your phone must have caller I.D. capability for this feature to be used.

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Call Management (Phone-Based)

You can use your telephone keypad to change your voice mail and call settings as well as your passwords. Voice prompts will help you to make the desired changes.  You can also save Caller I.D. information into memory, and develop a name and number directory that you can scroll through or search.

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Call Park

Gives a receptionist the flexibility to park a call while paging the recipient.  A call parked in extension will ring until the line is picked up.  Call Park is similar to placing a call on hold, but you retrieve the call by dialing a code instead of pushing a button.

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Call Pick-up

A phone that's ringing can be picked up by anyone within the organization, whether it's their phone or not.  You punch in a short code and answer the ringing phone.

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Call Recording

Call Recording is the ability to record a telephone conversation by entering a series of function keys before or during a call.
 

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Call Return

Call Return is a service that allows you to call back automatically the last incoming call whether you answered it or not, without having to dial the number. To call back the last party that called, dial the call return feature code *69.

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Call Screening

The iCloud IP-PBX looks at the digits dialed by the caller to determine whether the call should be completed.  These actions are based on pre-programmed customer instructions.

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Call Trace

Permits the tracing of the last call received and holds the results for later use by an authorized law enforcement agency.  Results of the trace are not available to the customer.

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Call Transfer

Allows you to routes calls easily from extension to extension.  Performs function within the same office location, or to branch offices.

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Call Waiting (On-Off)

Call Waiting permits callers to get through to you even when you are on the phone with another call. You will hear a beep indicating an incoming call. You will then be able to put your current caller on hold and answer the new call. You can continue to alternate between parties as often as you'd like. It's like having two lines while paying for only one. You'll never miss a phone call again.

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Conference Calling Bridge

An audio conferencing system that provides a way to hold meetings involving participants at multiple sites.  This is a dial-in service that saves travel time and expenses for meetings.  Up to 20 sites can participate.  Administrator capability allows for making outbound calls and dropping parties from the conference.  The system is password protected and sends an automatic e-mail confirmation of a conference bridge reservation.  Using a bridge enables the monitoring of the conference call to produce a high quality experience.

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Consultation Hold

Allows an extension to place a call on hold while speaking with another call.  The idea is to "consult" with someone while you have someone else on the phone.

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Contact Manager Integration

Allows a user’s phone to be integrated with contact management applications such as Microsoft Outlook and ACT!. With a click of a button users can dial any phone number in their contact manager.
 

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Direct Inward Dialing (DID)

You can dial inside a company directly without going through an attendant.  Instead of dialing a company's main phone number, external callers can reach an internal extension by dialing a seven-digit number that's been assigned to the person they are calling.

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Distinctive Ringing

The distinctive ringing helps identify to the called party which DID is called, enabling subscribers to answer the call appropriately or even not at all. 

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Do-Not-Disturb (DND)

When you are unavailable to take calls, or need quiet time, DND puts your telephone in a state that will not ring.  Calls will be forwarded automatically to voice mail (or to a busy signal if voice mail is turned off). 

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e-Fax

Voice messaging enhanced with IP technology to support an application that combines voice mail, e-mail and fax into a single integrated interface.  For example, iCloud enables your faxes to be delivered in your e-mail account.  When a fax is sent to your DID number, the system recognizes it as fax and delivers it to your e-mail account.

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Follow-Me Service

Also called One Number Service.  Based on the premise that people are mobile and have many phone numbers ~ an office number, cellular number, home number, voice mail number, pager number, etc.  With this feature, a caller will dial one number and the system will track down the user.

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Group Pickup

All phones in an area can be configured so they can be answered by each other with a couple digit code.

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Hunt Groups

A series of telephone lines organized so if a call reaches the first line and it's busy, it will hunt down a second line, and so on until the call is answered.

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Intercom (station-to-station)

An internal communication system that allows you to dial another phone in your building, office complex or home.

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Last Number Redial

A button on your phone allows you to automatically dial the last number you dialed.

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Music/Message on Hold

Replaces dead air with music or important information about your company or products.  Can be customized by customer.
 

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Night Answer

Incoming calls to a company's main number during evening and weekend hours are automatically re-routed to ring only at designated night answering phones, such as a security desk.

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Off-Premise Extension (OPX)

A telephone can be located in a different office or building from the main phone system any place in the world.  The OPX is connected by a dedicated phone line.  It functions as if it were in the main office and can access the full functionality of the main office phone system. Calls are placed between extensions at no cost.

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Paging

Conducted through the desktop phone speakers.  Your system is assigned a paging access number.  When you want to page someone, you dial that number and the system becomes live.  You can then speak your message and it will be carried to all desktop phone speakers.

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Priority Call

Functions in a couple of ways:  emergency calls to an attendant bypass the normal call queue and alert the attendant with a special signal.  Users can also allow an urgent intercom message to override a busy phone or a phone in do-not-disturb mode.

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Remote Calling

Allows you to access your iCloud phone system from the outside.  You use a number to call into the system.  Once you're in the system, you will enter an authorization code.  After your authorization is verified, you will be given a dial tone and can perform any phone system functions that you would normally do at your desk.

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Simultaneous Ring

Provides simultaneous access for one extension. For example, when one extension number is called, it can ring on two different phones. Whichever phone is answered first gets the call.

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SoftPhone Application

With the softphone application, users place calls through their Web browser as quickly and easily as they would place a traditional phone call. They're able to conduct PC-to phone, Phone-to-PC or PC-to-PC voice communications with the click of a mouse. It's easy to implement, easy to use, and it saves on long distance charges. For extended capabilities, the softphone can integrate with third-party products, such as headsets and handsets. Integration is literally plug and play with all products currently on the market.

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Three Way Calling

Three-way calling allows you to create an instant conference call between yourself and other two parties. No special equipment is required to use this feature. Three-way calling acts like two individual phone calls made from your account at the same time.

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Toll Free Service

iCloud offers a low-cost way to have toll-free number service for your business or for your personal use. We offer toll-free number service in conjunction with our calling plans that provide your callers the ability to phone you for no charge regardless of their location inside the U.S. or your location worldwide.
 

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Voice Mail

Personalized voice mail is a service that allows callers to leave messages when you are not available to answer your phone. iCloud's voice mail allows you to record your own outgoing message.  When calls are routed to your voice mail after a selectable number of rings, callers will hear your voice mail greeting and have the option to leave a message.

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Web Management Tools

Using the Web, customers can view account information, such as status of bills, call records, etc. In addition, they can make changes to their account, including add, move and change requests.
 

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