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Hermes Business Telephony Summary | Packages | Features | Learn More | Sign up / Enquire | Approved Products
The following features come as standard as part of the Hermes Prime package:
Call Hold / Call Return
Call Hold enables users to hold a call for any length of time by pressing the “Hold” button. The held party will hear music on hold. Parties are reconnected again when the “Hold” button or “Resume” soft key is pressed. Call Return enables a user to call the last party that called, whether or not the call was answered.
Call Trace / Call Waiting
Call Trace allows users to request that a call they have received be automatically traced by dialing a feature access code after the call. Call Waiting enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone.
Call Transfer with Consultation
Enables a user to transfer a caller to a third person. To initiate call transfer, the user presses the "Trnsfr" soft key on the phone (the active call is placed on hold) and dials the add-on party. When the call is answered, the user presses the "Trnsfr" soft key again after consulting with the new party to complete a consultative transfer or presses the "Split" soft key to put the first call on hold and keep the second call as the active call. 3-Way consultation with all parties is possible also at this point by pressing the "Conf" soft key instead. A blind transfer of the caller to a third person without consultation is possible by pressing the "Blind" soft key instead of "Trnsfr".
Calling Line ID Delivery / Calling Line ID Blocking per Call
Calling Line ID Delivery enables the delivery of a caller’s identity to a user via MiPALite and the phone. Delivered information includes the caller’s phone number and name. The information is delivered to the web interface and the phone only if the information is available and has not been blocked by the caller. Calling Line ID Blocking per Call - in addition to being able to block the presentation of their Calling Line ID on all outgoing calls, users also have the option of blocking on a per-call basis by dialing a feature code before making the call.
Extension Dialling
Enables users to dial extensions via their phone or MiPALite within Microsoft Outlook to call other members of their business group.
Last Number Redial
Enables users to redial the last number they called by clicking the ‘Redial’ button on their phone.
Calling Group ID Delivery / Calling Line ID Configuration
Calling Group ID Delivery provides the name and number of the group (or company) for outgoing calls from users in the group, rather than providing the user’s own name and number. The group number may be defined on a per user basis, which is often appropriate for multi-location groups. Calling Line ID Configuration enables the group administrator to configure each of the displayed user names and calling numbers. This information is visible to users in their profiles as read-only.
Calling Plans (Incoming/Outgoing)
Incoming calling plans enables administrators to block specified incoming calls to their company, department and/or individual users. For example, some users may be prevented from receiving calls from outside the company. The Incoming Calling Plan is configured via the web interface. In addition to being able to configure which types of calls each user is restricted from receiving (e.g., intra-group), group administrators may regulate incoming calling by restricting specific digit patterns. For example, users may be prevented from receiving calls from a competitor’s number or a particular area code or country code. If a profile has not been configured for a particular user, the default set of incoming call privileges for the department or group is applied. Outgoing calling plans enables administrators to block users from making certain types of outgoing calls, such as long distance, or premium numbers. The Outgoing Calling Plan is configured via the web interface. In addition to being able to configure which types of calls each user is restricted from making, group administrators may regulate outgoing calling by restricting specific digit patterns. For example, users may be prevented from calling a competitor’s number or a particular area code or country code. If a profile has not been configured for a particular user, the default set of outgoing call privileges for the department or group is applied.
Group Pickup
Enables a user to answer any ringing line within their pick up group. A pick up group is a group administrator-defined set of users within the group, to which the call pickup feature applies. To pick up a ringing call, a user dials the call pick up feature code. The user is then connected to the caller. If more than one line in the pick up group is ringing, the call that has been ringing the longest is answered. Users can also execute call pickup via a web interface.
Hunt Groups
Hunt Groups allow users within a group to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Groups phone number. Group administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner: • Circular sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off. • Regular sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list, always starting with the first person on the list. • Simultaneous rings all of the users in the group simultaneously; the first user to pick up the ringing phone is connected. • With Uniform, as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle for the longest. If a user receives a call that was not directed to them through the hunt group, the call will not be included in the receiving order for Uniform calls.
Music On Hold
Enables group administrators to upload an audio file (.wav file containing music, advertising, etc.) onto the system to be broadcast to held parties. This service can be used in conjunction with the following services: Call Centers, Call Hold, and Call Park.
Voice Portal
Enables users to call from any phone to use and configure the following services (also listed separately): Voice Messaging, Call Forwarding Remote Access, MiPALite and Personalized Name. Each user configures a private passcode to access the Voice Portal. Group Administrators may also use the Voice Portal to record Auto Attendant greetings remotely.
Cancel Call Waiting
Allows users with Call Waiting to deactivate/activate the operation of Call Waiting via their web interface.
Optional features also available:
Group Voicemail
Additional voice mailbox that can be assigned as a main repository for a group of users and / or department. See Voicemail above for further details.
Auto-Attendent
The Auto Attendant serves as an automated receptionist that answers the phone and provides a personalised message to callers with options for connecting to the operator, dialing by name or extension, or connecting to up to nine configurable extensions (e.g., 1 = Marketing, 2 = Sales, etc.). Configuration via the Group web interface also allows for hours of operation to be modified, with different options available for hours that the company is open or closed. Group Administrators use their voice portal to record auto attendant greetings. For example, a message may be left remotely to indicate that the office has been closed due to inclement weather. In addition, users have the ability to record their name for play back when a caller dials by name or extension. A group can have multiple Auto Attendants configured, either individually (e.g., customer service with separate business hours) or integrated into a multilevel Auto Attendant (e.g., enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).
Business Assistant (MiPALite)
Business Assistant is a carrier class lightweight desktop communications management product for everyday users of Microsoft® Outlook®, Internet Explorer and the Eos Hermes service. Business Assistant employs the latest technology platforms and communications facilities. Business Assistant offers fully integrated client functionality into a call control toolbar embedded in Microsoft® Outlook® and Microsoft Internet Explorer®. Merging voice and web-based communications into a single application, Business Assistant lets users click on icons within these Microsoft applications to control all their advanced voice features, such as selective call forwarding and do not disturb, voicemail to email, and simultaneous ring. Users can also click on phone numbers in Microsoft Outlook or Microsoft Internet Explorer to automatically initiate calls from their regular or IP phone.
Call Centre
Enables business groups to set up a basic call center with incoming calls received by a single phone number distributed among a group of users, or agents. The following functionality is supported: • Agent login and logout • Uniform distribution of incoming call to the available agents • Queuing of the incoming calls that cannot be answered immediately • Overflow to a given destination when the group is unable to accept calls • Deflection to a given destination outside of business hours • Music on Hold
MiReception
MiRECEPTION is a premier, PC-based attendant console that ensures companies give their customers the best first impression. Based on extensive time and motion studies, MiRECEPTION is designed to provide receptionists with a vivid and ergonomic interface that is easy to learn and use for increased productivity. For example, receptionists can instantly determine an employee's availability status to provide immediate feedback to callers and visitors. MiRECEPTION is also well suited for receptionists that are shared among multiple companies. Receptionists can see which company-incoming calls are designated for and answer accordingly.
