System Design

Call Routing

We will collaborate with you to design call routing that best serves your business and your customers. We will...

  • Identify key telephone numbers, departments and employees
  • Identify all key phone numbers that are used within the organization including client facing numbers as well as internal numbers
  • Provide a comprehensive list of employees including first and last name, email address and assigned phone number (if applicable)
  • Identify departments within the organization that would benefit from having a dedicated number that could ring all members

Automated attendants

One of the benefits of M5’s system is the ability to customize how inbound calls are handled by providing several options to a caller. The main consideration is whether inbound calls are handled by an operator first or an auto‐attendant. Auto-attendants can be scheduled by time of day and triggered manually to address call coverage.

Questions to ask when determining call routing

  • How many rings should a caller hear before the call is routed elsewhere?
  • Should calls terminate into a voicemail or should they be routed to another line?
  • Do you have employees that would benefit from using a personal Auto Attendant?
  • Should we restrict any callers from making international calls or dialing Directory Assistance?
  • Are there employees that would benefit from receiving an email notification announcing they have a new voicemail waiting to be heard?
  • Should it include a sound file that could be played on a computer speaker or PDA?
  • Are there busy executives or road warriors that would benefit from received a text version of the voicemail?
  • Does any of your staff need to have their calls monitored by an administrator or other staff member(s)?
  • Are there members that would benefit from using the barge and whisper feature where many clients use this tool for training purposes?
  • Should any of your employees be removed from the Dial By Name Directory?

Solutions

We help our clients identify applications, features and solutions that will help to measure the health of their business and create business impact.

CRM Integration

When Customer Relationship Management (CRM) systems are connected with the phone system, businesses see an increase in CRM adoption, improve efficiencies, and enhance the quality of CRM reporting. In summary, M5Connect allows M5 customers to measure the positive impact of connecting their CRM with the phone system.

Commonly known as CTI (Computer Telephony Interface), M5Connect allows both PC‐ and web‐based applications to interact with the M5 phone system.

With M5Connect:

  • A user can click‐to‐dial on a telephone number or contact record in the CRM and the M5 phone will dial that number.
  • You can provide a "screen pop” within the CRM to appear when an M5 phone rings, presenting all of the caller’s relevant information on the user’s desktop.
  • The CRM automatically tracks all phone‐based activities, not just activities that were manually entered.

M5 supports three variations of M5 Connect:

  • M5 Hosted Connect
  • M5Connect for Salesforce
  • M5Connect TSP

M5 Hosted Connect uses web services, not TAPI, to deliver CTI. M5 Hosted Connect has significant advantages over TSP Connect because no software is required on the subscriber's desktop. M5 Hosted Connect also allows M5 customers to easily connect the phone with their custom CRMs and CRMs that don’t have native TSP support. Please download the M5Connect Guide for more information.

M5Connect TSP is a client software‐based CTI adapter allowing applications that use Microsoft’s TAPI drivers to connect with the phone system. It is used today for customers who click‐to‐dial from MS Outlook and who connect to premise based CRMs like ACT/Goldmine that already have TAPI support.