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 easy to use mobile applications closely integrated with the standard smartphone dialer.
Administrators get access to a comprehensive web management system, where auto-attendants, voice menus, queues, groups, working hours and users can be easily 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 a special Operator call group whose members are called in parallel before a mainline call is routed to the auto-attendant.
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.
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.
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.
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.
Cell Carrier 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.
Company Working Hours
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.
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 Call 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.
Dial From Company Numbers
Users can flexibly chose whether to place office calls from their company's mainline number or their direct inward dialing number (DID)
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.
Sometimes a smartphone gets stolen or lost. From their mobile apps, administrators can temporarily disable lost or stolen phones, and they can also update office call routing and forwarding options for any staff member.
Web Admin Control Panel
Administrators can manage their mainline auto-attendants, add and remove users, and configure call groups and their members from a comprehensive web control panel.
Mobile User Admin
User administrators can add, remove and update other users from their mobile app directory while on the move.