Looking for a Support calls system
Current usage: 1500-2000 toll free minutes per month. Inbound & outbound ~15 extensions 10 users Voicemail on all extensions iOS & Android apps, all users on mobile
Current limitations: Forwarding reliability is extremely poor, calls will never make it to the end of the forwarding queue. Calls are mis-forwarded (eg. call to ext 706 is routed to the phone number on 701). Many calls go unanswered, but it’s not clear whether a call was picked up or not. If a call was picked up, it’s impossible to know who picked it up. Landline phones aren’t supported without using another provider. No concept of “departments” or multiple levels. Max 5 forwarding numbers per extension. Must use an aggressive 20 second timeout because forwarded calls are slow to reach destination phone. Not possible to see who’s calling while still distinguishing that the call is coming via the company number. Virtually no reporting, impossible to track usage metrics. No call recording. Poor customer service.