OnRelay delivers the complete functionality of an enterprise grade phone system over standard cellular connections. All features have been carefully designed with the mobile user in mind. The functionality is made available via user friendly mobile applications natively written for Android and iOS that are closely integrated with the standard smartphone dialers.
Administrators get access to a comprehensive web management system, where auto-attendants, voice menus, queues, groups, working hours and users can be managed.
A cornerstone of the OnRelay service is the company mainline feature. The company mainline supports live attendants as well as multi-level auto-attendants, and calls can be distributed to extensions, call groups, message boxes or directories.
Queue groups are call groups where callers hear music on hold and wait until a timeout or they exit back to the voice menu. Group members are called based on select algorithms such as parallel, round robin, longest wait, or ordered.
Parallel Ring Groups
OnRelay supports parallel ring groups where all current group members are called in parallel. Callers hear a normal ring tone, and unanswered calls go to a shared group voice mail box.
The company mainline includes auto-attendants that can flexibly route company calls to call groups, user extensions, staff directories and receptionists. Customers can build advanced multi-level attendants from the web control panel.
Multi-Language Call Trees
It is straightforward to create an auto-attendant tree with greetings in multiple languages and dialects. OnRelay automatically generates greetings based on attendant locale settings. Text-to-speech generation is currently supported in US, GB and AU English as well as in US and ES Spanish, German, French, Danish, Swedish and Norwegian.
Auto Generation of Voice Menus
OnRelay automatically generates new voice menus in the selected language, dialect and region when auto-attendants are updated using Amazon's advanced text-to-speech engine. Customers can upload their own recording, or type alternative input to the text-to-speech generator.
OnRelay supports multiple contact numbers to the mainline, that can be in multiple cities, states or countries. Mainline aliases can also be routed directly to a call group or a sub-auto-attendant.
Multinational Dial Plan
OnRelay supports a company dial plan across multiple countries. Staff members can use local cell numbers in each country where the company has a mainline alias. Users that frequently travel between two or more countries can register multiple cell numbers with the service and easily switch which number is their current office call receiver.
Administrators may enable a special Operator group whose members are called in parallel when someone dials the main company number. If the operator group has no current members, or none of the operator group members were able to answer the call, the incoming call is routed to the main auto attendant voice menu.
Supervisors and operator group members have access to a shared company mailbox for voice mails and mainline text messages. Separate greetings are configured for working hours, after hours, and holidays, and emergency destinations can be added to a simple voice meny that is played before the leave a message sound.
Answering Service Integration
A 3rd party live receptionist answering service can be added as a no-answer destination for any parallel ring group or queue, and as a voice menu destination. The live receptionist gets a return call number with a dial-by-name directory such that calls can easily be transferred back to mobile extensions.
Direct Numbers to Groups and Sub-Menus
A mainline alias can be assigned to route directly to any parallel ring group, queue group or auto-attendant. E.g. companies that operate at multiple locations (citys, states, or countries) can have a separate local number and voice menu for each location, and corresponding groups.
Instant messages can be sent both directly between extensions and within groups. Messages are sent and received via standard chat views, and detailed sent, received, read and typing status are provided.
Text Messaging (SMS)
Geographic phone numbers used with OnRelay in US and Canada can be SMS enabled. External texting is supported to/from your mainline number(s), to/from direct user numbers (DIDs), and to/from call groups with mainline aliases. Outside the US and Canada text-enabled phone numbers may in some countries be acquired from domestic mobile dial plans.
Group to Customer Messaging
Each call group defined in OnRelay is also a messaging group. There is also a default company-wide instant messaging group, as well as a mainline instant message group for live operators and supervisors. Members of this mainline group will receive SMS text messages to your main company number.
Restricted Group Membership
Administrators can restrict call and messaging group membership to a subset of staff for each individual group. Staff members only see groups they are able to join in their mobile app Group panel.
Carrier Voicemail Divert Detection
A critical challenge with routing company calls to cell networks is to detect whether a call is answered by the actual staff member or his / her personal cell carrier voice mail. OnRelay has developed a unique algorithm that with 100% accuracy prevents company calls from being answered by cell carrier voice mail boxes.
Working Hours Call Routing
Live operators, auto-attendants, and parallel call group members can be configured to be reachable only during specified working hours in a given time zone. An after hours greeting is auto-generated for the company mailbox.
You can configure company holiday start and end dates. A corresponding company holiday greeting on the general company mailbox is auto-generated, with an option to set up emergency fallback destinations.
The company auto-attendant allows extension transfers for incoming calls to the main company number by typing a staff member's name or dialing his / her 3 digit extension.
Custom Music on Hold
Customers can upload their own audio files that are played while callers wait in queues. Wav and MP3 formats are supported.
Users can reach colleagues via dialing their 3 digit extensions from their mobile apps. Incoming extension calls show on the smartphone as office calls from 3 digit extensions as well.
Incoming company calls answered over standard cellular connections can still be transferred to any colleague or call group using 3 digit extensions. Calls can also be auto-transferred by the auto-attendant, by dialing a 3 digit extension or choosing a staff member from the speech directory.
Mobile Sign-in to Groups
Users can join and leave call groups from their mobile apps as and when they are available. The mobile app also displays who is a member of each call group.
Calls, messages and voice mails are organized in conversation views in your mobile app, such that it is easy to track communication with individual customers.
Who Answered Log
The OnRelay mobile app call log continously synchs with server logs and displays who answered each group call. This avoids confusion when a mobile user misses a parallel group or queue call because it is answered by someone else.
Users can flexibly chose whether to place office calls from any of their company's mainline numbers or from their direct inward dialing number (DID)
Landline Pairing with Parallel Ring
With a Fixed Mobile User license, a user's mobile app can be paired with a Polycom IP phone. Office calls can be flexibly configured to Ring Both, Ring Landline or Ring Mobile.
Do Not Disturb
Users can configure office calls to Do Not Disturb, which routes all office calls to their voice mail while normal cell calls to the smartphone are still allowed.
Shared Visual Voice Mail
Extension calls are routed to personal voice mail boxes. Group calls are routed to shared voice mail boxes. Voice mails can be downloaded, played, paused and deleted from the mobile app.
Calling Number and Name Display
Incoming office calls are displayed with calling number and name. Name lookup is done server side for any colleague and in the smartphone contact list for external callers.
Called Number and Group Display
The smartphone incoming call screen displays whether the incoming call is to the office or directly to the cell phone. If the call is to a call group, the group name is indicated as well.
Mobile Presence Directory
The mobile app includes a live directory where the current call forwarding and in-call status of all staff members are displayed. Colleagues 3 digit extensions can be called with a click.
Dial Company Contacts
Office calls can be placed to any smartphone company or address book contact from a company number. No unusual or different dialing sequence is required.
A company conference bridge with a PIN can be reached via the auto-attendant and / or via an extension. Ad hoc conferences can also be managed from the smartphone app.
Supervisor Forwarding Override
Sometimes a smartphone gets stolen or lost. From their mobile apps, supervisors can temporarily disable lost or stolen phones for their colleagues, and they can also update office call routing and forwarding options for other staff members.
Supervisor Mobile User Admin
Supervisors can do basic user admin from their mobile app directory such as adding, removing and updating cell numbers of other users. Sometimes users lose or forget their smartphones and must get temporary replacements, or sometimes temps must be added during busy periods to help deal with incoming group calls.
Web Admin Control Panel
Administrators can configure voice menus, add and remove users, define working hours based routing, create voice menu destinations and configure call groups and their members from a comprehensive web control panel.
Plug and Play User Rollout
User extensions can be pre-registered by administrators such that new users just have to answer 2-3 simple questions when signing in to the mobile app for the first time. All necessary configurations and company dial plans are automatically uploaded, and users can place and receive calls within a minute of downloading the mobile app.