What Is Caller ID + CNAM?

Caller ID is an essential telephonic feature, enabling users to identify who’s on the other end of the line. But imagine coupling that with CNAM (Caller Name Delivery)—now, instead of just seeing a number, you’d see a name, typically a business name, making the call more recognizable.

Differentiating Inbound and Outbound Caller IDs:

Understanding the two types of Caller ID settings can elevate your professional telecommunication experience.

Inbound Caller ID:

Inbound caller ID traditionally displays the caller’s number. Omnivoice, however, enhances this feature. When a call comes through, the ID can indicate whether it’s directed at your business or personal number. This distinction is crucial for professionals who manage both types on a single device.

Outbound Caller ID:

Also known as CNAM, this feature replaces your mere number with your chosen name, say “OrganiKo” instead of “1 (866) 816-2739.” This not only boosts brand visibility but also makes calls more personable.

In Omnivoice’s user-friendly interface, configuring Caller ID is straightforward. Within the web panel, the “Numbers and Web Widgets” section is your starting point, recognizable by its distinct phone icon.

For incoming calls, you can set your preferences right from the top-left of the Omnivoice panel.

Setting Up Caller ID in Omnivoice:


  1. Access the Omnivoice web panel.
  2. Navigate to the “Numbers and web widgets” tab.
  3. Engage the gear icon adjacent to the Caller ID feature.
  4. A toggle will offer the option to display your business number for incoming calls, distinguishing it from personal ones. Activate this feature by ensuring the toggle is highlighted.


While Omnivoice facilitates the CNAM setup, the feature’s availability is contingent on external database registration, which might incur costs. Note that only local numbers qualify for this feature. The application process involves:

  1. Determine your desired CNAM: Typically, businesses opt for their official names. The chosen name should be a mix of letters and numbers, maxing out at 15 characters.
  2. Complete the Omnivoice CNAM form — CNAM form.
  3. If approved, the CNAM feature will become operational within a week.

How CNAM Functions

The brilliance of CNAM lies in its simplicity. Your chosen name gets stored in the CNAM lookup database. For every outbound call, the database matches the number to the corresponding name, which then displays on the recipient’s screen. If the number is already saved in the recipient’s contacts with a specific name, that name takes precedence.

STIR/SHAKEN for Additional Security Measures

In the realm of telecommunications, the rise of spam and spoofed calls has created a need for more protective measures. Hence the STIR/SHAKEN protocol—an innovative measure ensuring the authenticity of Caller ID information.

STIR (Secure Telephony Identity Revisited) and SHAKEN (Secure Handling of Asserted information using toKENs) together form a framework that combats call spoofing by ensuring that a call truly originates from the number it claims to. When calls traverse the networks, STIR/SHAKEN protocols verify the Caller ID’s validity.

Omnivoice has incorporated a real-time call status icon adjacent to incoming calls. This ensures you’re instantly informed if a call might be potentially fraudulent. With such insights at your fingertips, you can promptly decide on the best course of action, ensuring both safety and efficiency.

What is Call Recording?

Call recording is a crucial tool that allows businesses to keep track of conversations, providing invaluable data for improving customer interactions and ensuring the quality of service. Whether it’s a small enterprise or a bustling contact center, the ability to record both incoming and outgoing calls offers an abundance of possibilities.

How does it work with Omnivoice?

Omnivoice’s Call Recording feature offers various functionalities to cater to your business needs:

  • Recording incoming calls: This feature allows you to maintain records of inbound calls, including the details of the conversation and its timing.
  • Recording outbound calls: With Omnivoice, not only can you document the calls you receive, but you can also record the calls you make, giving you a comprehensive record of your business communications.
  • Setting up a caller alert: To ensure compliance with legal regulations, you can notify the person on the other end that their call is being recorded, avoiding any potential legal issues.
  • Selecting a call recording notification: Omnivoice lets you choose the type of alert the callers will receive, informing them that the call is being recorded.

Benefits of Call Recording in Omnivoice

Call recording provides numerous advantages for businesses. It serves as a reliable tool for dispute resolution, quality assurance, and training purposes. Not only does it help in keeping track of all customer interactions, but it also provides valuable insights into your team’s performance. Moreover, it aids in improving customer service by identifying areas of strength and opportunities for improvement.

Setting Up the Call Recording Feature in Omnivoice

Activating the call recording feature in Omnivoice is straightforward:

1. Begin by navigating to the “Numbers and Web Widgets” tab on the Omnivoice web panel.

2. This will display your numbers. You’ll see various settings next to each number, including a column labeled “Call Recording.” A green light next to “in” and “out” by default indicates that recording is enabled for both inbound and outbound calls.

numbers omnivoice

3. To modify these settings, click on the gear icon next to the desired number. This will open a pop-up. To disable call recording for outbound calls, simply uncheck the box next to “Record your outbound calls.”

Leveraging Call Recording to Enhance Key Performance Indicators (KPIs)

  • Performance Analysis: Call recordings offer a wealth of data that can be used for in-depth analysis of your business communications. This includes metrics such as average call duration, call resolution rate, and customer satisfaction level, allowing you to identify and rectify any areas of concern.
  • Insights into Customer Service: Recorded calls provide a direct window into your customer service performance. By reviewing these interactions, you can determine the effectiveness of your service, gauge customer reactions, and devise strategies to improve customer satisfaction.
  • Enhancement of Sales Strategies: By listening to your recorded outbound calls, you can scrutinize your sales pitches and identify what works and what doesn’t. This can lead to the refinement of sales strategies, thus increasing conversion rates.
  • Training and Feedback: Call recordings can serve as an excellent training tool for your team. Real-life examples of excellent customer interactions or instances where miscommunications occurred can be used to provide targeted training and constructive feedback, leading to enhanced team performance.

Ensuring Compliance and Security with Omnivoice Call Recording

Omnivoice is not just about providing efficient call recording; it’s also about ensuring you stay compliant and secure.

  • GDPR Compliance: In accordance with the General Data Protection Regulation (GDPR), Omnivoice guarantees the proper management and handling of personal data. Users are informed, via the “Setting up a caller alert” feature, about call recordings, ensuring you adhere to data protection regulations.
  • Secure Storage: Rest easy knowing that all call recordings are securely stored, safeguarding sensitive information and ensuring data privacy.
  • Role-based Access Control: Leveraging Omnivoice’s robust roles and permissions feature, you can restrict certain users from accessing and listening to call recordings. This not only ensures that sensitive conversations remain confidential, but also reinforces your organization’s internal security measures.

With Omnivoice, managing your business communications is a breeze. The Call Recording feature offers an added layer of security and efficiency, making it an essential tool for businesses seeking to enhance their customer interactions and internal communications.

What is IVR?

Interactive Voice Response (IVR) is an automated voice system that interacts with the caller through pre-recorded voice prompts. It offers a straightforward menu system, ideal for businesses with simpler call routing needs or those just starting out with automated voice solutions.


Difference Between IVR and Multi-Level IVR

IVR provides callers with a single set of options from which they can select the desired service. While a multi-level IVR expands upon this by offering numerous sub-menus and different levels or “tiers”, enabling more intricate call routing options. Omnivoice provides both, catering to various business requirements.

Accessing IVR in Omnivoice

Within the Omnivoice web panel, the IVR feature can be located in the “Call Flow” section under the “Incoming Calls” tab. Here, you can set up your call flow, define routing rules, and personalize voice greetings for your callers.

Setting Up IVR in Omnivoice

  1. Navigate to Call Flow -> Call Actions in your Omnivoice profile.
  2. Enable the voice menu.
  3. Upload a media file with the voice prompt. For example, “For sales, press 1. For support, press 2.”
  4. Designate the actions corresponding to each prompt, such as routing to specific departments or individuals.

How Does IVR Work?

A basic IVR system presents callers with a list of options. Depending on the caller’s choice, the system then routes the call to the appropriate department, person, or information.

Configuring and Customizing IVR in Omnivoice

Omnivoice’s IVR comes with a range of customization options:

  • Personalize voice prompts.
  • Route calls to specific users or departments.
  • Set up a bilingual voice menu.
  • Direct calls to a group or call queue.

Benefits of Using IVR in Your Work

IVR offers several advantages:

  • Organized call process: Provides callers with immediate options, ensuring efficient routing.
  • Enhanced customer service: Reduces wait times by automating the initial call screening process.
  • Professionalism: Offers a polished and organized first impression to callers.

Who Can Benefit From IVR?

IVR systems are ideal for businesses that need a simple and efficient method to guide their callers. Whether you’re a startup, a small business with a single department, or even a larger entity looking for a direct routing solution, IVR can be a game-changer.

Omnivoice’s IVR in Action

Imagine a local bakery that receives calls for orders, inquiries, and feedback. With an IVR system, callers can be immediately given options: “Press 1 for orders, Press 2 for inquiries, Press 3 for feedback.” This ensures that each caller is directed to the appropriate line, enhancing efficiency.

Omnivoice’s IVR system is more than routing calls; it’s about optimizing the caller’s experience. Start today and see the difference it can make.

Call forwarding in Omnivoice is more than just a single feature. It encapsulates several smaller, but significant components that collectively deliver an optimized communication system tailored to your business needs.

What is Call Forwarding?

Call forwarding is a phone system feature that directs incoming calls to a different number or device. This ensures that no call goes unanswered, allowing businesses to serve their customers efficiently, irrespective of their location or the time of the call.

How Omnivoice Makes Call Forwarding Seamless

Omnivoice’s call forwarding feature combines several functionalities for a flexible, streamlined communication solution. Here are a couple of significant elements within this feature:

  • Sequential and Simultaneous Ringing: At the heart of Omnivoice’s advanced call forwarding is the option to ring numbers either sequentially or simultaneously. Sequential ringing allows calls to be routed to a list of numbers in a specific order, ensuring that if one line is busy, the next in line gets the call. Simultaneous ringing, on the other hand, ensures that all the designated numbers ring at once, increasing the chance of the call being picked up immediately. The choice is yours, offering flexibility based on your business’s needs.
  • Timeout: This function lets you specify how long each number should ring before the call is forwarded. It provides you with the power to customize your call routing preferences, ensuring that you never miss an important call.
  • Forward to IP Desk Phones: Omnivoice respects your choice of technology. If you prefer using traditional desk phones over their digital counterparts, you can still route your calls to these devices. Omnivoice supports forwarding to IP desk phones, giving you the best of both the digital and traditional telephony worlds.

Advantages of Omnivoice Call Forwarding

The Omnivoice call forwarding feature brings several advantages to your business:

  • Enhanced Availability: No matter where you or your team members are, Omnivoice ensures that every call reaches the right person. You can maintain constant availability for your customers, leading to improved customer satisfaction.
  • Flexible Communication: Call forwarding allows your business to adapt to different situations. Whether you’re working from home, on the go, or in different time zones, you can set forwarding rules to ensure smooth communication.
  • Improved Efficiency: By directing calls to the right place at the right time, call forwarding improves your team’s efficiency, as they spend less time managing missed calls and more time attending to customer needs.
  • Increased Professionalism: With call forwarding, your business appears professional and responsive, as every call is addressed promptly. This can lead to increased customer trust and loyalty.

Setting up Call Forwarding in Omnivoice

Setting up call forwarding in Omnivoice is a straightforward process, even for those who are less tech-savvy:

  1. Start by logging into the Omnivoice web panel and navigating to the “Profile” tab.
  2. Click on “My Forwarding Numbers,” which is located across the top of the page.
  3. Here, you will find default number options like Mobile, Web, US, and SIP. Feel free to add or delete these options as per your needs.
  4. Next to each number, there’s a slider labeled “Enabled.” Toggle it to green to activate that number for forwarding.
  5. Beneath the numbers, you’ll see the options “Sequentially” and “Simultaneously.” The former forwards calls to each number in the order they’re listed (provided the slider is toggled on), and the latter forwards calls to all activated numbers at once.
  6. After setting up your preferences, don’t forget to click on “Save Changes.”

By integrating Omnivoice’s Call Forwarding feature, you ensure that every call finds its way to the right destination, boosting your business communication and customer satisfaction.

Business communication plays a significant role in ensuring seamless operations, superior customer service, and efficient team coordination. To facilitate this, Omnivoice offers an innovative feature – Ring Groups. This feature allows businesses to configure call routing in various ways, optimizing call distribution, ensuring a balanced workload, and enhancing team collaboration.

What are Omnivoice’s Ring Groups?

Ring Groups are a feature in Omnivoice that allows businesses to direct incoming calls to a group of users instead of a single individual. This feature is particularly beneficial for customer support teams, sales departments, or any team that requires effective distribution of incoming calls.

ring group

Exploring Ring Group Options in Omnivoice

Omnivoice’s Ring Group feature provides the ability to configure call routing in various ways:

Simultaneous Ring

With this feature, all agents within a Ring Group receive the call simultaneously. The call gets answered by the first available agent. This option is ideal for high-priority calls that need immediate attention, as it maximizes the chance that the call will be answered promptly.

Sequential Ring

Incoming calls are routed to agents in a predetermined order until someone answers or the call reaches the end of the sequence. This feature is perfect for teams where there is a defined hierarchy or order of responsibility in handling calls.

Round Robin

Calls are distributed evenly among the agents within a Ring Group, ensuring a balanced workload. This setting is ideal for teams where all members have similar roles and responsibilities, and the aim is to distribute calls fairly among all team members.

Ring groups

How Ring Groups Will Improve Your Business

Ring Groups in Omnivoice can solve several communication-related issues for businesses. Here are some of them:

  • Delayed Response: With a traditional phone system, calls might end up ringing on an unattended desk, leading to longer waiting times for customers. With the Simultaneous Ring feature of Ring Groups, all agents get the call simultaneously, reducing wait times and improving customer service.
  • Inefficient Call Distribution: If incoming calls always ring at the same extension first, it can lead to uneven work distribution. The Round Robin feature of Ring Groups ensures a balanced workload among team members by evenly distributing calls.
  • Missed Calls: Especially in smaller businesses or teams, calls might be missed if the responsible person is unavailable. Sequential Ring helps avoid this issue by routing calls in a predetermined order until someone answers.
  • Unprioritized Calls: Without a system to manage incoming calls, high-priority calls might not be answered quickly. With the use of Ring Groups, you can assign high-priority calls to a specific group, ensuring they are answered promptly.
  • Lack of Team Collaboration: In many teams, efficient collaboration is key to delivering excellent customer service. By grouping team members together in Ring Groups, Omnivoice encourages team collaboration in handling calls.
  • High Call Volume Management: During peak times, businesses may struggle to handle a high volume of calls. By utilizing the Ring Groups feature, calls can be dispersed among several agents, reducing the burden on individual team members and ensuring calls are answered more efficiently.

How to Set Up Ring Groups in Omnivoice

Setting up Ring Groups in Omnivoice is simple and straightforward:

  1. Log into your Omnivoice account and navigate to the ‘Settings’ tab.
  2. Select the ‘Ring Groups’ option.
  3. Click on ‘Add Ring Group’ and provide a name for the new group.
  4. Add the desired members to the group.
  5. Choose your preferred call routing option (Simultaneous, Sequential, or Round Robin).
  6. Save your changes.

Ring Groups offer a simple and effective way to manage call distribution among your team, ensuring that every call gets answered promptly and by the most suitable agent. By implementing Ring Groups in your business communication strategy, you can increase the efficiency of your team and improve your customer service quality.

What is a Call Queue?

A call queue is a telephony feature that places incoming calls in line to be answered while agents are busy with other customers. As a virtual waiting room for callers, it allows businesses to handle high call volumes more effectively, ensuring that every customer’s call gets answered in the order received.

call queue

How Does the Call Queue Work with Omnivoice?

Omnivoice’s call queue system works seamlessly to optimize customer interaction. When all your agents are occupied, incoming calls are automatically directed to a queue, where callers are held until an agent becomes available. During this waiting period, customers hear customized on-hold music or promotional messages, enhancing their experience. With real-time queue monitoring, managers can oversee the queue status, track wait times, and make adjustments as needed for optimal performance.

Design and Simplicity Merge in Omnivoice’s Call Queue Setup

omnivoice call queue settings

Omnivoice’s easy-to-use interface, coupled with an intuitive design, makes establishing your call queue fun and clear. Immerse in a seamless user experience that’s as pleasing to the eyes as it is efficient for your business.

Setting Up a Call Queue in Omnivoice

Setting up a call queue with Omnivoice is simple:

  1. Log into your Omnivoice account and navigate to the ‘Call Queue’ section.
  2. Enable the ‘Call Queue’ feature.
  3. Choose your preferred settings, such as the maximum queue size and wait time.
  4. Customize your on-hold message or music.
  5. Save the changes to activate your call queue system.

Benefits of Using Call Queue

The call queue system brings several advantages to your business:

  • Efficient Call Management: It allows handling high call volumes effectively, ensuring no customer is left unanswered.
  • Improved Customer Experience: Customized on-hold messages or music keep the callers engaged, improving their waiting experience.
  • Reduced Call Abandonment: By efficiently managing wait times, the call queue system can significantly reduce call abandonment rates.
  • Enhanced Performance Tracking: Real-time queue analytics empower managers to monitor and improve call center performance.

By implementing the call queue feature from Omnivoice, your business can efficiently manage high call volumes, enhance customer experience, and boost overall call center performance. Begin your Omnivoice journey today to transform your customer interaction!

What is the Business Hours Feature?

The Business Hours feature is a crucial VoIP attribute, allowing businesses to define their operating hours. By customizing the hours during which they are available to receive calls, businesses can ensure they align their availability with their clients’ needs and work schedules.

How it Works with Omnivoice

Omnivoice’s Business Hours feature allows you to set specific days and hours during which your business will accept incoming calls. Outside these defined hours, calls can be automatically routed to a voicemail or a specified after-hours service. The feature is flexible and can be customized to suit part-time schedules, different operating hours for different days, or a typical 9 to 5 working week.

business hours

Benefits of the Business Hours Feature in Omnivoice

  • Improved Call Management: By setting designated business hours, you can control the influx of calls, ensuring that they are only received during your specified times. This prevents unexpected interruptions during off-hours and helps maintain a steady workflow during operational hours.
  • Professionalism: The business hours feature enhances your brand’s professionalism. It informs clients when to expect a response, fostering trust and setting clear expectations.
  • Automated Call Routing: Calls received outside of your designated business hours can be automatically routed to an after-hours service, voicemail, or another specified destination. This ensures that no call goes unanswered, maintaining client satisfaction.
  • Flexibility: The business hours feature in Omnivoice is flexible and can be customized to match the unique requirements of your business, whether it operates on weekends, early mornings, or late evenings. This adaptability ensures that your communications setup can evolve with your business needs.

Setting Up Business Hours in Omnivoice

Setting up Business Hours in Omnivoice is a simple and intuitive process:

  1. Log into your Omnivoice web panel.
  2. Navigate to the “Call Flow” tab.
  3. From there, select an existing flow or create a new one.
  4. Click on the gray box that says “At all hours (24/7)”.
  5. A pop-up will appear. From there, choose “Have Business Hours”.
  6. Choose your time zone from the first drop-down menu.
  7. Select the days you work. The system automatically selects weekdays (Monday-Friday), but you can adjust this according to your schedule.
  8. For each workday, select your start and end times.
  9. Once done, click “Okay” at the bottom of the pop-up to save your settings.

omnivoice business hours

By setting your business hours with Omnivoice, you can manage your time more effectively and ensure your customers always know when they can reach you. It’s a step towards improved efficiency and enhanced customer satisfaction.

What is Multi-Level IVR?

A Multi-Level Interactive Voice Response (IVR) is an advanced automated voice system that routes calls across several levels, or “tiers”. Unlike the single-level option, Multi-Level IVR offers a complex system of sub-menus. This feature is especially useful for businesses with multiple offices connected to a single phone system or those offering bilingual voice menu services.

Difference Between Single-Level and Multi-Level IVR

A single-level IVR interacts with the caller through pre-recorded voice prompts, while a multi-level IVR extends its functionality across different levels, or “tiers.” It offers numerous sub-menus, enabling complex call routing and creating multiple redirections. Omnivoice has both and allows up to 10 submenus, ensuring a sophisticated yet manageable system.

What Does Omnivoice’s Multi-Level IVR Feature Look Like?

In Omnivoice’s web panel, you’ll find this feature under the “Call Flow” section in the “Incoming Calls” tab. Here, you will see a diagram resembling a “phone tree” with several branches, signifying your call flow. Further down, you’ll see call routing rules and customizable voice greeting options. Finally, towards the bottom, a distinctive icon indicates the Voice Menu—this will take you to the multi-layer IVR setup.


Setting Up Multi-Level IVR in Omnivoice

  1. Navigate to Call Flow -> Call Actions -> Enable voice menu in your Omnivoice profile.
  2. Upload a media file for the first tier of the menu in the popup window. For instance, you can create a message saying, “For X press 1. For Y, press 2.”
  3. After that, click “Continue editing your voice menu” and choose the options you want for your menu.
  4. For adding a second tier, choose the Voice menu for option 1 and upload a file with further instructions.
  5. Set your options on the second tier.
  6. To navigate back, callers can press * (star). You can include this in your voice instructions for easier navigation.

How Does Multi-Level IVR Work?

Much like a family tree, a multi-level IVR system grows a number of sub-menus, each of which can create its own sub-menus. This allows complex yet efficient call routing, ensuring that your callers reach the specific department or person they need.

Configuring and Customizing Multi-Level IVR in Omnivoice

Omnivoice’s multi-level IVR allows for several unique customizations:

  • Adding more levels to the existing voice menu.
  • Setting up offices in different locations.
  • Setting up a bilingual voice menu.
  • Routing calls to specific users.
  • Routing calls to a group.
  • Routing calls to a call queue.

Benefits of Using Multi-Level IVR

  1. Multi-Level IVR provides more varied input functionality and enhanced customer service without any additional cost:
  2. More capabilities: Submenus offer callers more options, resulting in faster and more precise call routing.
  3. Faster customer service: Automated call routing reduces wait time and eliminates the need for manual call transfers.
  4. Connecting multiple offices: Centralize communications around one business number and transfer callers to the needed office based on their input.

Who Can Benefit From Multi-Level IVR?

The multi-level IVR system is ideal for businesses with a large customer base, several departments, or multiple office locations. It ensures efficient call handling, making it particularly beneficial for customer service centers, telemarketing companies, and any business that receives a large volume of calls.

Multi-Level IVR in Use

Consider a business with several departments—sales, customer service, and technical support. The multi-level IVR system can route the call to the appropriate department based on the caller’s input, ensuring that customers reach the right person without any unnecessary delays or transfers.

Are you ready to take your business communication to the next level? Start using Omnivoice’s Multi-Level IVR system today and experience seamless call routing and enhanced customer service.

What is Call Routing?

A modern call routing system enables the user to direct incoming calls to a number they control via a route established by pre-set rules. Omnivoice’s call routing service is automatic, redirecting calls based on your established settings as they come in. This feature lets you control when and how you receive calls. You can set calls to go elsewhere outside business hours—to voicemail or disconnected—and ensure important calls reach your personal number. The service can also reroute local calls to a national number.

What Does the Call Routing Feature Look Like?

Call routing is found in the Call Flow section of the Omnivoice web panel. Each flow is identified by a name above it. The default flow consists of four white rectangular boxes, each with a gear in the top right corner and arrows pointing down underneath. The last arrow points to an orange box with a white silhouette and circular dots on the top right.

Call Routing Options in Omnivoice

omnivoice call routing options

  • Call to user: This option routes the incoming call to a single user.
  • Call to Group: Ideal for departmental calls. You can set up specific algorithms for directing calls within a group:
    Sequentially: Calls are routed to members of the group one by one.
    Simultaneously: All members of the group receive the call at the same time.
    Round Robin: Calls are distributed evenly among group members.
  • Call to queue: This routing type is designed for handling a large volume of calls. Calls are directed to any agent who’s available, ensuring swift response times. The only algorithm used here is the ‘longest idle’, which means the agent who has been idle for the longest gets the next call.
  • Call to a non-Omnivoice number: This simply forwards the call to an external number not affiliated with Omnivoice.
  • Time-based Routing: Calls are routed based on business hours, ensuring customers reach out during appropriate times.
  • Voicemail: Incoming calls go directly to voicemail. This is useful for companies that don’t want to miss important calls while they are not available.
  • IVR: This directs users to a voice menu (or IVR), which contains options that they can choose from.
  • Dial by name: This allows users to dial the first few letters of the person they’re trying to reach, making it easier than remembering an extension. They will then be connected to the person.
  • Disconnect: This option disconnects or ends the call immediately, without forwarding it to voicemail or elsewhere. The phone does not ring.

How to Set Up Call Routing in Omnivoice

Inbound call routing is straightforward and quick to set up.

  1. Open the Omnivoice web panel and select the “Call Flows” tab.
  2. For a new flow, click “Add flow.” A new flow will appear, and you can optionally rename it.
  3. Configure each box according to your needs and hit “Save changes” when you’re done.

How Does Call Routing Work?

The call routing process is broken down into the “Who,” “When,” and “Audio” phases, all of which are determined by your settings.

  • Who Phase: The system identifies who is calling. If the number is on a VIP or block list, it follows a specific route.
  • When Phase: The software routes the call based on the set rules. If you only want to receive calls during specific hours, the time of the day will decide where the call ends up.
  • Audio Phase: The system presents preselected audio to callers. The call then reaches the preselected destination.

Different Types of Call Routing

There are multiple call routing strategies you can employ, including percentage routing, time-based routing, skills-based routing, rotary routing, talk-time routing, and fixed-order routing. Each method has its own unique benefits and applications.

Distinguishing Between Call to Group and Call Queue

While both features ensure calls are directed appropriately, they serve different purposes:

  • Call to Group is tailored for department-specific calls. Depending on the selected algorithm, calls can be directed in a sequence, simultaneously, or in a round-robin manner, ensuring departments manage their calls effectively.
  • Call Queue, on the other hand, is ideal for businesses receiving a high call volume. It ensures that any available agent can pick up the call, thereby reducing wait times and enhancing customer satisfaction.

Which Businesses Can Best Take Advantage of Call Routing?

Call routing is beneficial for all types of businesses, from small and virtual businesses to customer support centers, multi-department companies, and 24/7 services. With Omnivoice’s easy-to-configure system, you can optimize your call handling efficiency and provide a more professional experience to your customers.

By understanding the features and potential of call routing, you can create a more efficient and customer-friendly communication system. Omnivoice is here to help you make that a reality.

What is Music on Hold?

Music on Hold is a feature that plays music or promotional messages to your callers when they are waiting on the line. This could be when they are on hold, being transferred, or waiting for their call to be answered. It’s a way to keep your customers engaged and informed during their wait time, improving their overall call experience.

How it Works with Omnivoice

In Omnivoice, the Music on Hold feature can be personalized to suit your business’s brand identity. From uploading your chosen music tracks to pre-recorded informational messages, Omnivoice allows you to control what your callers listen to while they wait. You can even assign different tracks or messages for specific call flow options, such as after-hours or do not disturb mode, ensuring a seamless and professional caller experience at all times.

Benefits of Music on Hold in Omnivoice

  1. Enhances Caller Experience: Music on hold helps in creating a more enjoyable waiting experience for your callers, reducing the perceived wait time.
  2. Reduces Hang-ups: An engaging audio experience reduces the chances of your callers hanging up due to long wait times.
  3. Promotes Your Business: You can use this time to share promotional messages or informational content about your business, turning the waiting time into a marketing opportunity.
  4. Customizable: Omnivoice allows you to customize your hold music or messages to reflect your brand, adding a unique touch to your business communication.

How to Set Up Music on Hold in Omnivoice

Setting up Music on Hold in Omnivoice is simple and straightforward.

  1. Log into your Omnivoice profile.
  2. Navigate to the “Greetings & Media” tab.
  3. Upload the music or pre-recorded greetings that you want to use.
  4. Now, go to the “Answering Rules” tab.
  5. Here, you can assign the uploaded greetings to different call flow options. For instance, you can assign an after-hours message for when you’re in Do Not Disturb mode or a message asking the client to stay tuned while the operator is busy.
  6. Save your changes. Your Music on Hold is now set up and ready to enhance your caller’s waiting experience.

Note: If you like to let your callers rest and meditate, you can turn on the Silence option or the regular beep tone.

By leveraging Omnivoice’s Music on Hold feature, you can ensure your callers stay entertained and informed even when they are waiting on the line, leading to a better customer experience and improved business communication.

What is a Custom Greeting?

A custom greeting is a recorded message that plays to callers when they reach your business. This could be a welcome message, an after-hours notification, or even promotional information. It’s the first interaction your customer has with your business, and thus, it sets the tone for the rest of the call.

How it Works with Omnivoice

Omnivoice’s Custom Greeting feature allows you to create personalized messages that reflect your brand’s tone and personality. You can record different greetings for different situations, such as when your business is closed, during holidays, or when all lines are busy. This way, even if you’re not immediately available to answer the call, your callers will receive a professional and courteous response.

You can also use our AI Greetings Recorder and create your custom greetings via Amazon Polly. Just send us your script!

Benefits of Custom Greetings in Omnivoice

  1. Personalizes the Customer Experience: Custom greetings allow you to provide a unique, personalized touch to your customer interactions, enhancing their experience.
  2. Improves Brand Perception: Well-crafted greetings reflect professionalism, helping improve your brand’s image and perception.
  3. Versatile: With Omnivoice, you can create various greetings for different situations, ensuring your callers always receive a suitable response.
  4. Informative: Use custom greetings to share important information, like business hours, upcoming events, or special offers, keeping your customers informed and engaged.

How to Set Up Your Personal Custom Greetings in Omnivoice

Setting up a Custom Greeting in Omnivoice is a straightforward process:

  1. Log into your Omnivoice profile.
  2. Navigate to the “Greetings & Media” tab.
  3. Here, you can upload or record your custom greetings. Make sure to label them appropriately for easy identification.
  4. Feel free to use our AI Greetings Recorder and create your custom greetings via Amazon Polly.
  5. Don’t forget to save your changes.

call waiting

How to Set Up Custom Greetings to Your Company Numbers in Omnivoice

Setting up a Custom Greeting in Omnivoice is a straightforward process:

  1. Log into your Omnivoice profile.
  2. Navigate to the “Greetings & Media” tab.
  3. Here, you can upload or record your custom greetings. Make sure to label them appropriately for easy identification.
  4. Feel free to use our AI Greetings Recorder and create your custom greetings via Amazon Polly.
  5. Go to the “Answering Rules” tab.
  6. Assign the uploaded greetings to the appropriate call flow options, such as after-hours, on hold, or when the line is busy.
  7. Don’t forget to save your changes.

By using Omnivoice’s Custom Greeting feature, you can make your business communication more personalized and customer-centric, enhancing customer satisfaction and loyalty.


What is Call Waiting?

Call Waiting is an essential VoIP feature that notifies you when there’s an incoming call while you’re already on a call. Instead of sending your caller straight to voicemail or a busy signal, it provides the opportunity to handle multiple calls at once, ensuring you never miss an important conversation.

How it Works with Omnivoice

Omnivoice’s Call Waiting feature is intuitively designed. When engaged in a call, an incoming call prompts a notification sound without interrupting your current conversation. You can then choose to put the ongoing call on hold and attend the new one, or continue your call undisturbed while the second call is directed to voicemail.

call waiting

Benefits of Call Waiting in Omnivoice

Utilizing Call Waiting with Omnivoice provides multiple benefits. It ensures no crucial calls are missed, optimizes time by handling multiple calls simultaneously, and greatly enhances customer satisfaction by eliminating the frustration of encountering a busy signal. It’s a significant step towards efficient and seamless business communication.


Setting Up Call Waiting in Omnivoice

Setting up Call Waiting in Omnivoice is a straightforward process:

  1. Log into your Omnivoice profile and navigate to the “Answering Rules” tab.
  2. Within the “Busy” section of your call flow settings, look for a colored square icon beneath the audio greeting. If the icon is green with a phone receiver and dots, Call Waiting is already active and no further action is required.
  3. If the icon is yellow or blue, click on the “gear” symbol in the top right corner of the icon. Select the green circle with the receiver to activate Call Waiting.
  4. In case you want to disable Call Waiting at any point, simply select a different call handling option.

With the Call Waiting feature from Omnivoice, you’ll ensure no crucial calls are missed and offer a satisfying calling experience to your customers. Improve your business communication by not letting busy tones interfere!