Business Telephone Systems Features

Our Avaya IP Office business telephone systems features are fully listed below. You will be familiar with many of these, but with the versatility of modern telephone systems, you may be surprised to learn the full range of benefits that the Avaya phone system features provide.

Business Voicemail Service

There will always be times when calls are not able to be taken. Avaya phone systems from Intouch use integrated voice mail with a host of features including voice mail forwarding, custom greetings, secure remote access and cutting edge voice mail to email functionality.

Time Of Day Routing

Intouch Communications business telephone systems features time of day routing. This allows the call to be routed manually for users with permission or automatically based on what time it is. For example, if you're the last person to leave the office, you can select 'night mode' on the handset and calls will be diverted to an alternative phone number or feature of the telephone system.

Call Transfer Feature

This is a basic yet important feature of any business phone system. All of our Avaya phone systems include attended and unattended transfer support. Unattended transfers simply transfer calls automatically to a different extension whereas attended transfers allow the user to dial another extension personally, allowing them to provide information like the customer's name and reason for calling before connecting the call.

Call Park

A simple yet very handy feature for office telephone systems allowing users to 'park' calls on one handset and pick up the call on a different handset and continue the call.

Call Recording Feature

It is a legal requirement for businesses in certain industries to keep recordings of their calls, but even if you are not involved in one of those industries, keeping records of calls could be beneficial. As well as record keeping, recording of calls can offer huge value in training, refining and quality control within your business. It's easy to record calls and Avaya telephone systems allow you to archive recordings whether you're a small office or a big call centre.

Call Pickup

If a user has permission, this feature allows them to pick up another person's call on their own handset. This is useful for many situations. For example if most of the staff are in a meeting, a colleague still in the office can easily answer a call from a handset on the other side of the office.

Call Queue System

When there are less staff available to answer calls than there are people ringing in, queuing calls becomes very useful. Avaya business phone systems have a call queuing function with advanced features like average time to answer and position in queue announcements and marketing on hold. The call back in queue feature allows a caller to hang up the phone while maintaining their place in the queue. When an operator becomes free, the system will then call back.

Call Forwarding Feature

Calls can be diverted either manually with a special key or set up to be automatic. The automatic forwarding can be set to be based on the status of the handset such as 'busy' 'not connected' or 'no answer'. Various forwarding destinations can be set based on day of the week, time of day or even specific days, like bank holidays for example. Both internal extensions and external phone numbers (on net and off net numbers) can be specified as destinations, including mobile phones.

Interactive Voice Response System

This feature allows a caller to choose where they are routed to by using the keys on their handset. Implemented correctly, the benefits to both the business and the caller are manifold. Intouch Communications are experienced in setting up IVRs of various complexities, from a simple single option to fully database integrated menus able to capture details i.e access codes, numbers for accounts etc.

ACD System

Automated call distribution allows calls to be distributed to groups of users/agents who are currently logged in. This feature is usually set up in office telephone systems dealing with large numbers of incoming calls where the caller does not need to contact a specific staff member ie customer services. Calls can be distributed based on various factors, like longest agent idle and also skills based, which would send calls to a certain department or to groups with a certain skillset.

Avaya IP Office Conferencing

Our business phone systems have built in Avaya IP Office conferencing functionality featuring pin access control and arrival announcement. You can reach a conference room by dialing an internal number or allow remote dial in by allocating an external phone number.

Caller ID Based Routing

With this Avaya phone system feature, users can make informed decisions before answering a call by looking at the displayed caller ID. 'Nuisance' calls can be aborted before the phone ever rings. Priority calls/numbers can go straight through to a manager or business owner without having to speak to anyone else first. Integrate billing platforms so that overdue accounts can be routed straight to the payments department. These are just a few examples of where caller ID routing could make a big impact on your business.

Audio Paging

Audio paging is an intercom function where audio can be transmitted through the speaker of another handset within the system without it having to be answered. Handsets on the telephone system can be split into zones/groups allowing users with permission to page specific areas, departments or floors.

Music on Hold

Intouch Communications business phone systems have onboard storage for direct loading of music/marketing on hold//digital media onto the system. External devices such as MP3, CD and DVD players can also be connected via the audio input jack. This feature can be a lucrative place to cross sell additional services or products to your callers, provide additional information or simply make their wait more enjoyable.

Mobile Extension

The Avaya phone system allows users to be contacted on their mobile phone as part of the system. Incoming calls ring on both their mobile and desktop handset with the same telephone number, regardless of their location. Users can answer calls on their mobile handset and then transfer them to their desktop or even to another extension on the system.

Automatic Failover

If required, Intouch Communications can install a duplicate Avaya phone system with automatic failover. This ensures business continuity in the event of hardware failure. All functionality would be automatically switched over to the duplicate system, ensuring minimum disruption.

Avaya Hot Desking

This is a great feature for office telephone systems with multiple users sharing desk space and/or businesses which run shift patterns. Single desktop handsets which are defined as 'hot desk' stations will require a user to login with a unique ID and PIN number. This allows the handset to receive all incoming calls linked to that specific user's extension. All the settings, programmable keys, speed dials etc associated with that user are made available to them whilst they are logged in.

Door/Gate Access Control

Our business phone systems allow you to control access systems for doors and gates. This is achieved through a relay that can be triggered from buttons on the handset that has been programmed to do so.

CTI Integration

Computer Telephony Integration allows computer and telephone actions to be co-ordinated/integrated. A simple application for this is a 'click to dial' feature on a website, which when clicked allows the installed software on a pc to call the number. A more complex example would be for incoming calls in a business setting – screen pop-ups can provide information to the user regarding the incoming caller before taking the call. Furthermore, the systems can be integrated in such a way that, for example, a database could bring up the callers account automatically.

VoIP Calling

Voice over internet protocol allows telephone calls to take place through an internet connection rather than traditional phone lines. Benefits of office telephone systems taking advantage of VoIP include decreased lead times and costs as well as increased flexibility and functionality within the system itself. We are able to provide our customers with any UK phone number, anywhere around the globe, having invested heavily in our own VoIP infrastructure.

Linked Sites

Business phone systems have advanced such that multiple sites, regardless of geographic location, can be linked into one system. You could dial an extension to an office in Newcastle from your London office and not pay a penny. You can route all the calls from an entire office to another site with just a few clicks, or check the status of every handset within the organisation – even if they're spread about the country.


Hopefully the list of Avaya phone system features above give you a good idea just how powerful the system can be. We would love to answer any further questions you might have, please use our enquiry form or simply call 01252 241000 for some friendly advice!

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