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Usomo Platform Features: All Included with Usomo Pay Monthly

Call Director - IVR

Easily create IVR menus to direct callers
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With Call Director you can quickly and easily create interactive menus to direct callers to the correct department or individual. Call Director is a free feature for all packages.

Call Director - IVR

What does it do?

Call Director presents customers with a menu of choices when they dial your telephone number. For example, Press 1 for sales.

How can this benefit me?

  • Increase the perception of professionalism
  • Simplify the customer contact experience
  • Reduce the amount of time wasted transferring calls
  • Free access to a range of professional recordings

How do I set it up?

Step 1.

Select the 'Call Director' menu in your control panel, then 'Add a new menu'.

Step 2.

Choose the prompt you’d like to play, and which selection number you’d like associated with it.

Step 3.

Once you have a menu, you’ll be able to set where the IVR appears in your routing by clicking the option underneath ‘Routing’.

Advanced Settings

Our advanced settings allow you to do things like choose the number of times to repeat the menu before something else happens, or choose the number of seconds to wait for a customer to press a button. If you’re looking for something which isn’t provided in our Professional Voice Recording Database, you can either upload your own audio file, or make an order request to the same professional voice artist who recorded our original database.

Call Recording

Keep a searchable record of calls
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Call Recording allows you to keep a searchable record of all calls received on your acount for up to 6 years. Call Recording is a free feature for all subscribers.

Call Recording

What does it do?

Enabling Call Recording creates a searchable database of your inbound and outbound phone calls. All calls are stored for 1 year, though for an additional cost you can choose to store them for 6 years.

How can this benefit me?

  • No need to purchase expensive recording equipment
  • Access an easily searchable online archive
  • 1 Year Call Retention as standard, 6 year Option available
  • Real time back-up of data
  • Limitless recordings

How do I set it up?

Select the ‘Call Recording’ menu in your control panel, then click ‘Add Call Recording'.

How does it work?

When a call is complete, it will be stored in a database which can be accessed via your control panel by simply clicking ‘Call Recording’. From here, you can search for calls made on a particular date, to a specific extension, or from a particular number.

Advanced Settings

Choose the ‘Settings’ option if you’d like to specify whether you record all calls made to and from your account, or if you’d like to specify which numbers or extensions you would like to record.

Voicemail to Email

Voicemail is quick and easy to setup and can be accessed Online, via Email or by Phone at any time day or night.

Voicemail Icon

Voicemail to Email

What does it do?

Every time a customer leaves a voicemail, the system will send you an email telling you who called, when they called and a .wav file of the message that was left for you.

How can this benefit me?

  • The email alert system keeps you up to date with messages, wherever you are.
  • Quick and easy access to messages that have been left
  • Keeps an accurate record of missed calls
  • .wav format allows you to listen back to the recording on different devices.

How do I set it up?

Select 'Voicemail Online' on your control panel and assign a voicemail box to your account. Recordings appear in a list with the choice of; download, delete, mark as listened and mark as unlistened.

Out of Hours Routing

One of the features that's often missed by other business VoIP providers is the ability to have an alternative routing plan in place when your business is closed.

Out of Hours Routing Icon

Out of Hours Routing

What does it do?

It allows you to specify routing depending on the time of day, and whether or not it’s a bank holiday. For example, you can choose to play a certain message when your business is closed, rather than the call just ringing out.

How can this benefit me?

  • Appear professional to customers
  • Create a message thanking a customer for calling, and stating the opening hours
  • or Specify calls to be routed to an ‘out of hours’ number after a certain time
  • Choose whether or not to include Bank Holidays in your routing
  • The whole process is automated so there is no need to constantly adjust

How do I set it up?

Step 1.

Select 'Out of Hours Routing' on your Control Panel and choose if you would like to include Public Holidays. The Out of Hours Routing Wizard is programmed with Public Holidays as published by the DTI for England and Wales, Scotland and Northern Ireland. Simply select the region you require.

Step 2.

Choose your opening hours for each day.

Step 3.

Choose which numbers you would like to apply ‘Time of Day’ routing to and save.

Call Delivery Assurance

Call delivery assurance is a feature that ensures that a call, when forwarded, is answered by a real person before the call is connected.

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Call Delivery Assurance

What does it do?

When forwarding calls to different destinations, it is possible that a forwarded call may by answered by a voicemail system should the operator be unavailable. This could cause both annoyance to the caller, and also result in wasted time as the customer keeps phoning back. Usomo Call Delivery Assurance ensures that a real person answers the forwarded call before it is connected.

How can it benefit me?

  • Maintain Professionalism
  • Increase Efficiency
  • Ensure customers aren't lost in the routing process

How it works

Our system plays a short message to the receiver, asking if they would like to accept the call. If the receiver fails to accept the call, it will be diverted to the next step on your routing plan.

How do I set it up?

Step 1.

Select the Routing Wizard within the 'Out of hours routing' on your control panel.

Step 2.

Click the option beside 'Send the call to one or more internal/ external destinations' to display parameters beneath.

Step 3.

Scroll down to 'Advanced Settings' and click on the drop down menu next to 'Call delivery assurance'. Select 'On' to activate Call Delivery Assurance.

 

Hunt Groups

Set incoming calls to ring on multiple devices.

Transfer

Hunt Groups

What does it do?

Hunt Groups (also called Multiple Routing) allows calls to ring on multiple phones. The call is connected to the first phone that answers. This feature could be used across different rooms in an organisation, with home workers, or with an individual anywhere else in the world provided that they have an internet connection.

You can also answer a colleague's phone by dialling 22 and pressing 'send' on your handset.

How can this benefit me?

  • Ensure all calls are answered
  • Enhances the experience of remote working
  • Creates a fully integrated system between different locations
  • Include external mobile or landline numbers in addition to your Usomo VoIP phone

How do I set it up?

Step 1.

Select the Routing Wizard within the 'Out of hours routing' on your control panel.

Step 2.

Click the option beside 'Send the call to one or more internal/ external destinations' to display parameters beneath.

Step 3.

Go to 'Internal VoIP phones to ring'. You can then tick the box next to each individual number to specify which are to be included. Alternatively input numbers into 'External telephone numbers to ring'.

Voicemail Live

Have full control of your voicemail- listen to a message live as someone is leaving it. 

Voicemail

Voicemail Live

What does it do?

Voicemail Live allows you to listen to a message as someone is recording it then either choose to answer the call whilst the message is being left, or leave the caller to finish their voicemail. If you want to speak to the caller while a message is in progress, simply press 1.

How can this benefit me?

  • Manage your voicemail instantly
  • Screen calls effectively
  • Identify unknown numbers

How do I set it up?

Step 1.

Select the Routing Wizard within the 'Out of hours routing' on your control panel.

Step 2.

Click the option beside 'Finish by sending the call to voicemail' to display parameters below.

Step 3.

Tick the box next to 'Enable Voicemail Live'.

Music Whilst Ringing

Choose for customers to hear music, or a short message whilst the call is ringing.

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Music Whilst Ringing

What does it do?

As well as music on hold, customers can be greeted with music or a short audio message while their call is ringing.

How can this benefit me?

  • Create professional image
  • Reassure customers their call is being answered by the correct person
  • Selection of professional quality music

How do I set it up?

Step 1.

Select the Routing wizard within the 'Out of hours routing' on your control panel.

Step 2.

Click the option beside 'Play a message to the caller' to display the parameter below.

Step 3.

Select the audio file you want to play from the drop down menu next to 'Message to play' or alternatively scroll to the bottom of the menu to upload a new recording.

Line Display Name

Line Display Name allows you to pre-set a display name that will appear on your VoIP phone when a call arrives.

Line Display Name

Line Display Name

What does it do?

If you have multiple numbers with Usomo, it is often useful to know which number has been dialled by your caller. Our Line Display Name feature allows you to pre-set a display name that will appear on your VoIP phone when a call arrives.

How can this benefit me?

This feature is particularly useful when analysing the success of marketing campaigns where a different number has been provided to customers, when you have different numbers in different area codes, or for entrepreneurs who have different businesses but one office.

How do I set it up?

Step 1.

Select the telephone number you want to name within 'Your Numbers' on your control panel. This takes you to the 'General information' page.

Step 2.

Enter your Line Display Name into the 'display name' field.

Whisper

Our Whisper facility allows you to define a recording that is played to you when an external call is connected to you.

Call Whisper

Whisper

What does it do?

Our Whisper facility allows you to define a recording that is played to you when an external call is connected. You can have a different recording for each number that you have with us, so you will know exactly where each call comes from. This feature can be used for example if you have multiple numbers in different area codes. Your caller will continue to hear ringing while the short audio file is played to you.

How can this benefit me?

This feature is particularly useful when analysing the success of marketing campaigns where a different number has been provided to customers, when you have different numbers in different area codes, or for entrepreneurs who have different businesses but one office.

  • Simplifies customer identification
  • Instant information about each caller
  • Implementing the Whisper feature will allow you to answer the call appropriately depending on which phone number or area has been called.

How do it set it up?

Step 1.

Select the Routing Wizard within 'Out of hours routing' on your control panel.

Step 2.

Click the option beside 'Send the call to one or more internal/ external destinations' to display parameters beneath.

Step 3.

Scroll down to 'Advanced Settings' and click on the drop down menu next to 'Connection whisper'. From here you can select a recording that has already been uploaded to 'My Audio Files' or upload a new audio file via the options box.

Three Way Calling

Use your Usomo number as part of a three-way telephone call.

Three Way Calling

Three Way Calling

What does it do?

Our Three Way Calling feature means that you have the ability to connect with two others in order to have a mini telephone conference.

How can this benefit me?

  • Quickly discuss things with more than one party
  • Convenient

Personal Control Panel

Use our Personal Control Panel to allow staff to access their individual numbers. 

Settings

Personal Control Panel

What does it do?

With our personal control panel, a member of staff is able to log in to their own telephone number. This means that they don't have access to all numbers, but are able to do things like configure their own routing, set their caller ID and listen to their voicemail.

How can this benefit me?

  • Secure system
  • All features together in one place
  • Each phone can be configured separately according to the individual

How do I set it up?

Instead of logging in with an email address, a member of staff simply needs to log in using their VoIP username and password, and they'll be presented with a basic Control Panel.

Customisable Music on Hold

Upload your own sound file to use when a caller is placed on hold.

Music

Customisable Music on Hold

What does it do?

You don't always want your caller to hear what you're saying, for example if you're asking a colleague for information. Our VoIP service provides a selection of professional quality music which your customers can hear once they're placed on hold. On most VoIP phones, press the hold key during a call to place a caller on hold. Once selected on your control panel, the caller will automatically hear the hold music. To return them from hold, press the line key that the call is on.

Inbound

Our VoIP service allows you to see your caller's ID when you receive a call. Furthermore, with our Inbound Caller ID, if you choose to forward a call, the recipient will see the ID of the original caller, eliminating any confusion.

Outbound

When making a call, you can show or hide your caller ID either globally or on a call by call basis. Simply enter 141 before the number you would like to dial. With our VoIP service, you can display an alternative caller ID to your call recipient, providing you have verified ownership of the number you'd like to display.

How do I set it up?

Step 1.

Select the 'My Audio Files' menu in your control panel to display all of your recordings.

Step 2.

Click the title of the selected recording to display Audio File Information.

Step 3.

Tick the box beside 'Use this file for music on hold' to activate the recording. A tick will then appear in the updated 'Your Audio Files', confirming your selection.

Dial by URL

Our dial by URL feature enables you to integrate external applications such as Call Management with our service.

Dial by URL

Dial by URL

What does it do?

Our dial by URL feature enables you to integrate external applications such as Call Management with our service. It does this by allowing you to specify a number to dial through a web URL.

How do I set it up?

Once we've received a dial request, we will ring the IP telephone you've specified to originate the call from. Once you've answered the ringing device, we'll place an outbound call to the number specified in your Dial by URL request