• Our robust "Business Class" hosted seat including over 25 standard features
  
  
• Combined with either 100, 350 or 500 minutes of local, toll & long distance pooled per PBX
  
  
• Available usage upgrades of 2,000 or 5,000 minutes of local, toll & long distance calling - pooled by PBX

• Enables a user who does not have a NewVoice desk or softphone to have an extension on a NewVoice PBX that can be accessed via an auto attendant from the PSTN or another extension on the PBX; calls can then be routed to the user's mobile phone, home phone, any domestic U.S. number, or backto the user's NewVoice voice mail box
  
  
• Equipped with our Find Me Follow Me feature that enables NewVoice VSC users to forward their extension to up to five different telephone numbers onor off of the NewVoice network
  
  
• Also includes NewVoice Portal access to enable VSCs user to control their own forwarding & Find Me Follow Me functions

*Requires NewVoice Premium Seat license  

Receptionist (Live Person) Answering

NHC offers two types of Receptionist Seat enhancements: Traditional Receptionist and Interactive Call Manager. Set up a telephone number to ring a specific extension first; this enables the user to have a live person answer the caller rather than auto attendant. In addition, the Receptionist Seat enhancements also include the ability todetermine if personnel are already talking on their phones.

Traditional Receptionist

Basic receptionist station utilizing a Polycom 650 or 670 equipped with a sidecar to monitor NewVoice extensions

Direct Inward Dialing

• Uses a customer's PC to access a Graphical User Interface (GUI) application via an Internet connection to provide very sophisticatedreception-call manager features
  
  
• Incoming calls can be answered then transferred to an extension or to voice mail using a simple mouse drag-&-drop
  
  
• "High call control" features allow calls to be sent to extensions, tracked, and returned to the operator console for more personalized attention
  
  
• Monitors extensions across individual, multiple, or all locations

Call Center Applications

Call Center Agent

• Enables Call Queues used to route calls to Call Center Agents
   
  
• Incoming calls in the queue can ring agents via five different ring strategies such as "Round Robin" or fewest calls
  
  
• Agents can be in any location on the PBX
  
  
• Agents can view their current queue status (logged in, logged out, or paused) on the LCD display of their phone

Call Center Supervisor

• Features the ability to Listen Live & Barge allowing supervisors to monitor another user's conversation & participate in (i.e., "barge into") the call
  
  
• Call queues can be designed with overflow features that allow additional agents from another queue to be included in the event ofheavy incoming traffic
  
  
• All reports can be exported to a spreadsheet
  
  
• Supervisor's also have access to the following reports (below)

Real-Time Console

Updates agent status, agent call count & overall hold time, longest hold & calls waiting in queue-refreshed every 30 or 60 seconds

Queue Performance

Tracks calls offered, calls answered by queue, calls abandoned, calls transferred, average hold time, average abandoned, average call time, total call time & total time outs

Agent Performance

Tracks the data above to the agent level along with incoming & outgoing
calls not associated with the call queue, such as calls transferred into
queue, agent shift time, pause time & total idle time on shift

Agent Event

Allows a supervisor to track agent performance from a specific date and/or time

Call Activity

Tracks incoming call detail by queue, including incoming caller ID with performance statistics & agent information

Answer Abandon Report

Tracks call stats on calls answered and abandoned. Reports can be tracked by the date, hour of the day or agent

Queue Summary
by Number

Tracks performance stats by telephone number dialed sorted by date

Customer Administrative
Portal

Web-based user interface that allows users to configure their PBX, create
& track optional call queues & groups, view standard call detail records &
reports, listen to & delete voice mail messages, manage ACDs & on-hold
messages

Detailed Accounting

Use NHC's MAP system to track orders, repair information, inventory, billing
detail & bill reports

Call Detail Records

Track all incoming (from) & outgoing (to) call detail, as well as call duration,
date & time, call type such as inbound, outbound & internal calls

Call Volume Graphs

Histograms graphically displaying calling patterns & trends by time-of-day,
month & year

Call Traffic By Extension

Track number of calls by individual DID number or extension

Call Forwarding

Forward calls to any extension or phone number via the NewVoice portal

No Answer Call Forwarding

Automatically forward calls to an extension, group or phone number when an
extension is not answered

Busy Call Forwarding

Automatically forward calls to an extension, group, voice mail, or another
phone when an extension is busy

Direct Inward Dialing

A telephone number that dials directly to a device or extension

2-6-Digit Extension Dialing

NewVoice Hosted PBX's support multiple-digit extension dialing

Caller ID

Customize the appearance of your outgoing Caller ID by outgoing number
or extension; internal presentation determines what will be displayed on the
caller ID of the phone or device for incoming calls by DID

Caller ID Blocking

The command *67 & the number dialed on the user's NewVoicecompatible
phone will block the outgoing Caller ID

Call Hold

Place calls on hold & play NewVoice standard music, your own music, or
commercial messages

Call Pick-Up

Enables a defined user to answer any ringing line within their pick-up group

Call Park

Allows the user to place a call on hold in a "parking lot" so it can be taken off
hold by another extension/user

Attended Transfer

Transfer a call to another extension, group, or phone number by first calling
the extension & announcing the party being transferred

Transfer Directly
to Voice Mail

Calls can be answered & sent directly to the extension's/user's voice
mail without ringing the user's extension

Unattended Transfer
(Blind Transfer)

Transfers a call to another extension, group, or phone number without
announcing the party being transferred

Speed Dial

Automated dialing of a predetermined phone number

One Button Redial

A device or soft-phone feature that redials the last number dialed by the
extension user (not all phones support this feature)

Do Not Disturb (DND)

A device or soft-phone feature that simulates a phone being off-hook,
sending calls received directly into voice mail or other routing options

Call Waiting Indicator

Indicates incoming call (& caller ID, if available) while a call is in process

Office Intercom

Dial a user's extension to activate their phone speaker for communication
with another extension user

Disable Outbound Dialing

Prevent outbound dialing on certain extensions only

Three-Way Conference Call

After making or receiving a call, a user may conference in any third party for a
three-way call

Find Me
(NewVoice Digital Assistant)

Set up a digital personal assistant to "find" you at up to five (5) locations;
configured per extension; this features offers an extensive number of options
to route calls--once they have reached the intended extension callers are
asked to "announce" themselves & may choose to try additional locations or
leave a message; caller may also elect to "zero out" to another extension

NewVoice Voice Mail

Standard Voicemail

A voice mail box associated with an extension or an announcement-only
voice mail box to provide callers with a pre-recorded message when they
choose an option on an auto attendant or extension

Voicemail to Email

After a voice mail is received, our NewVoice hosted PBX sends an email
to any valid email account or alias, with the call's date, time, call duration
& caller ID (if provided) along with the message attached in a .WAV audio
file that can be played on a user's PC or mobile device (i.e., smartphone
or PDA capable of playing .WAV files)

Voicemail with
SMS Indicator

Users can receive an SMS message on their smartphone or PDA indicating
that they have a voice mail message; this feature sends the text message
that there is a call but does not include the actual message translated into
text (NOTE: third party text messaging rates may apply)

Broadcast Voicemail

Enables group/customer PBX distribution of voice mail messages used for
company-wide or team announcements; includes a voice mail box & cloud
virtual extension

Virtual Voicemail Extension

Enables a user to have a voice mail box on the PBX without an extension
connecting a physical phone device; calls to the user's virtual voice mail
box can be retrieved by the user through an email .WAV file or if the user's
NewVoice PBX is equipped with a dedicated VM extension or an auto
attendant with access to voice mail via a command

Music On Hold

Default Music On Hold

Royalty free music provided by New Horizon's NewVoice Hosted PBX

Custom Music On Hold

Users can upload their own music on hold via the NewVoice Customer
Administrative Portal

Commercial On Hold

Record your commercial & upload it to your NewVoice PBX via the
Customer Administrative Portal

Commercial On Hold By
Location or Queue

Multiple on-hold music or commercials can be uploaded to the Customer
Administrative Portal for each DID or call queue for a localized message

NewVoice Call Routing Options

Auto Attendant

• Allows callers to select from a menu of call routing options using a
  standard telephone keypad
  
  
• NewVoice PBX users can route calls to extensions, voice mail boxes,
  groups, conference rooms, or call queues
  

Sub-Level Auto
Attendants

Can be configured for different departments within an organization - for
instance, users may have a main Auto Attendant for the company &
sub-level selections for Sales, Support, etc.

Multiple Top-Level
Auto Attendants

Allows for separate telephone numbers to be routed to unique Auto
Attendants; each Auto Attendant is individually configurable

Time-Based Top-Level
Auto Attendant

Available as an overflow to a main number after "N" number of rings or
based on the time of day

Ring Groups

Automatic Call
Distributor (ACD)

• Enables extensions/users to be combined into a ring group to respond to an incoming call
  
  
• Through the Customer Access Portal, extensions can be combined into ring groups to receive calls such as a customer service number
  
  
• Users within the ring group can activate & de-activate their participation within the ring group via their NewVoice phone key pad

Simultaneous Ring

Enables users in a ring group to have incoming calls ring a number of
extensions at the same time allowing them to handle incoming calls more
efficiently

Sequential Ring

Enables users in a ring group to have incoming calls ring extensions via a
specified sequence

Call Routing Extension

Enables a caller to dial a extension, group, or auto attendant for a defined
function then pull the call back & route to another extension, group, or auto
attendant (e.g., a call rings a reception desk for five rings & then routes to
an auto attendant)

Call Routing Based On
Business Hours, After
Hours & Holiday Hours

Allows for routing decisions based on time & date; multiple schedules can
be configured (e.g., departments with different hours of operation by DID)

Incoming DID Routing

Route calls based on the number that was dialed; calls can be routed to an
auto attendant, extension, group, ACD, or call queue

Time of Day Routing

Route incoming calls based on time of day

Incoming Call Blocking

"Black List" phone numbers & block them from a user's PBX

Incoming Privacy Screening

Force incoming callers with no caller ID or blocked caller ID to enter a
number that will be presented as their caller ID

Outgoing Call Blocking

Prevent calls to specific numbers or services

Listen Live & Barge

Enables a user to listen (monitor) & user's conversation or speak
("barge in") on the call or listen & speak on the call

Call Recording

Enables a user to record conversations for training or documentation
purposes (NOTE: call recording requires NHC engineering design &
support)

Integration with Users' Existing Analog Peripheral Devices

Analog Hand-Off (ATA)

Integrate with a user's CRM software package (requires NHC
engineering support)

Remote Door Opener

Enables users to connect door solenoids to the NewVoice PBX

Overhead Paging Zones

Connect the NewVoice PBX to existing analog paging via an ATA
converter and a NewVoice extension; the paging system can be
activated by dialing the extension

T38 VoIP Fax

Existing premise-based fax machines can be connected to the
NewVoice PBX by establishing a T38 extension

 NewVoice eFax Service

• Enables a customer to receive fax messages via their email
  
  
• Messages can be sent to multiple users
  
  
• Messages can be stored within email or files on the user's PC/server
  
  
• Far more reliable than relying on a single office fax machine - messages are always received without the concern of local phone lines, mechanical breakdown, or sufficient paper or memory