2.1 General System Requirements Basic Features: A modern business phone system is equipped with a range of features designed to enhance communication, improve efficiency, and support the diverse needs of the City of Onalaska. • Voicemail: Allows callers to leave voice messages when the recipient is unavailable. • Voicemail to Email: Automatically forwards voicemail messages to the recipient’s email inbox as audio files, allowing users to access their voicemails from anywhere. • Call Forwarding: Enables users to redirect incoming calls to another phone number, such as a mobile phone or another office extension. • Call Transfer: Allows users to transfer ongoing calls to another extension or phone number. • Auto Attendant: An automated system that answers incoming calls and provides a menu of options for callers to choose from. The auto attendant can route calls to the correct department or individual without human intervention. • Conference Calling: Enables multiple participants to join the same call, facilitating group discussions and meetings. • Call Recording: Provides the ability to record phone calls for later review. • Caller ID: Displays the phone number or name of the incoming caller, helping users identify who is calling before answering the call. • Call Waiting: Alerts users to an incoming call while they are already on another call. Users can choose to place the current call on hold and answer the new call, ensuring important calls are not missed. • Hold Music: Plays music or a recorded message for callers who are placed on hold, providing a professional and engaging experience while they wait. Ability to customize content capabilities preferred. • Do Not Disturb (DND): Allows users to block incoming calls temporarily. Calls can be directed to voicemail or another extension, enabling users to focus on tasks without interruptions. • Unified Messaging: Integrates different forms of communication, such as voicemail, email, and text messaging, into a single system. This provides a centralized platform for managing all messages. Call Reporting and Analytics: Generates detailed reports on call activity, including call volume, duration, and patterns. This data is valuable for monitoring performance and making informed decisions. • Mobile Integration: Extends phone system capabilities to mobile devices, allowing users to make and receive calls, access voicemails, and use other features from their smartphones. • Interactive Voice Response (IVR): An advanced feature that allows callers to interact with the phone system using voice or keypad inputs. IVR systems can automate taskssuch as account inquiries, appointmentscheduling, and customerservice. • Call Paging: Enables users to broadcast real-time voice messages to specific extensions or groups. This feature is useful for making important announcements, emergency alerts, or locating staff members quickly. Over phones only, no paging systems to integrate with.
