Infocaller’s Extensions
Infocaller’s extensions combine all the features of a business telephone system with the flexibility of making and receiving calls in your Tablet or PC browsers with our “Web Phone”, in our mobile App, in SIP Phones or using your fixed or mobile lines.
Infocaller extensions are very easy to set up in our web control panel. Just decide where you want to direct the calls (web/app, SIP, mobile or fixed) and if you want to grant control of the extension to a user.
Extensions can be anywhere (on Earth!, if there are phone lines or internet available) and internal or external to your organization. This gives you maximum flexibility to manage your activity.
You can also create extension groups so that received calls can be routed to teams in three different ways:
- Sequential: an ordered list of extensions. Calls are always routed to the first extension on the list and, if unavailable, successive extensions are attempted in order.
- Rotation: an ordered list of extensions. Calls are routed to the extension following the one which answered the previous call and, if unavailable, successive extensions are attempted in order.
- Multi-ring: all extensions in the group are rung and the first one to answer gets the incoming call
The Infocaller Web Phone
The “Web Phone” just requires a PC’s or Tablet’s browser and a headset/microphone for convenience.
The user gets a full view, in a virtual business phone, of all the Infocaller lines he has access to, even across multiple accounts. This makes it especially convenient for people who work in different projects or organizations and also if you have a personal and a business line.
For each Infocaller line, you can view all the extensions for the line with their real-time status (busy, available or ringing).
When receiving a call you can see:
- Calling number
- City and country of caller, if available
- Infocaller line receiving the call
- The extension and extension group to which the call is routed
To make a call you can choose the calling number (from among the ones available to you in all your Infocaller lines) and dial the destination. Price and location of destination number can be displayed.
When a call is active, you can put the call on hold, call another extension, alternate between the extension and the external party or finally transfer the call from the external party to the new extension.
The Web Phone can be directly accesed by users at https://infocaller.com/tel
Infocaller App
In the Infocaller App you get all the same functionality and visual experience you get in the Infocaller Web Phone. Plus the advantage to use the high quality of your digital mobile line instead of the internet to make and receive calls. You can also choose to make VoIP calls if you prefer or if you only have data access (a Wifi network, for example).
To use your mobile line you have two choices:
- Callback: when you place the call, a request is made by the app to Infocaller (data connection needed for the request) and your phone immediately receives a call, which immediately connects it to the destination. The advantage of this calling mode is that it does not use outbound minutes from your mobile phone. Inbound calls are free in most countries and you only pay for the outbound call to the destination at the Infocaller low rates.
- Callout: when you place the call, a request is made by the app to Infocaller (data connection needed for the request) and your phone immediately places a call to a local Infocaller number, which immediately connects it to the destination. The advantage of this calling mode is that if your local calls are free, you only pay for the outbound call to the destination at the Infocaller low rates
If you have Infocaller virtual numbers, your calls can be made using the virtual numbers, even if using your mobile line.
(As of November 2019, the Apple IOS version does not have VoIP calls or the ability to visualize and control calls from the app. Android version has full functionality).
Infocaller SIP Extension (available December 2019)
When you create an Infocaller SIP extension you can log in to your extension using any SIP capable physical telephone or SIP application. SIP phones cannot show the extensions or real-time activity of your line but they are fully functional to make and receive calls and to hold and transfer calls using DTMF dialing (see below). You can also control your SIP extension from our Web Phone.
Infocaller mobile and fixed line extensions
A regular fixed or mobile line can be an infocaller extension to receive calls without any app. Calls received can be held and transferred using DTMF dialing (see below)
DTMF (dialing) call control
For SIP, mobile and fixed line extensions, you can control the call using the dialpad in your phone.
- Press “0” to put the external call on hold
- While on hold:
- Press “0” to return to the call
- Press the “extension number” which you want to speak and/or transfer the call
- While talking with someone with
another call on hold
- Press “0” to put active party on hold and connect the other call
- hang up to transfer the outside call to the extension.
- Press “9” to end the extension call and return to the “on hold”
If you receive or make a call which requires that you use your dialpad to make selections you must FIRST deactivate Infocaller commands
- To do this dial “8”. Infocaller call control will be disabled for the remainder of the call
Extension User Permissions
The Infocaller Account Administrator can decide the access level each user will have to the extension configuration, virtual number usage, access to view other extensions. This is available in the ACCOUNT/USER MANAGEMENT section.
Advanced Extension Settings
You have many more settings to optimize your calls.
Timeout if no answer: maximum seconds to ring a call until it is rejected as not answered (sometimes the telephone network can limit this to lower times than you can set here.
Waiting sounds: While the call is connecting to the extension, the caller can hear phone tones a recorded message or silence.
Call announcement: Message to be played to the extension receiving the call but before connecting to the incoming call. It can be a fixed or dynamic speech as a function of the calling number (sample announcement: “call from customer X) or of the Infocaller number that has been called (sample announcement: “call received in the technical support number”)
Call transfer: to activate or deactivate the possibility of transferring calls.
Wait queue: the call is held waiting (listening to the “waiting sounds”) and will be retried for the maximum time specified for that.
Destination of ext. programmable: Typically, the destination of the call is a number or group of phone numbers. But if previously the call has obtained data using API or obtaining data from dialpad, the data obtained can be used as the destination of the call.
Calling number: You can choose the calling number the extension will see in its device (mobile or SIP) Either the callers number, or the Infocaller number the caller dialed.
Call recording: calls can be recorded. You can activate “Always”, for all calls or “Manual”, you must press in your telephone “# 7” to start recording at any time during the call.
