Both blind transfers and attended transfers can be done using either external telephone numbers or to internal extensions.

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2 Attended transfer is typically done by calling the third party on a second line on your VoIP phone and when you've spoken with them, pressing the transfer button and selecting the line that your original caller is on. Blind transfer In some situations, you might want to transfer your caller on to a colleague or third party without waiting for the colleague to answer. This is a called a blind transfer. Usually, you can accomplish a blind transfer by pressing the transfer button on your phone and then dialling the number you want to transfer your caller to. Both blind transfers and attended transfers can be done using either external telephone numbers or to internal extensions. 3 Way calling Three way calling lets you set up and ad hoc conference with you and two others parties on your phone. You may be speaking with one party while keeping another on hold. With three way calling, you can connect all three of you together in a mini telephone conference. Three way calling is invaluable for quick consultations. Music on hold It doesn't present a very professional image when you hear the person in the company you've called shouting across the room for information. We provide professional quality music on hold when you place your customers on hold. We have a selection of music that we use. On most VoIP phones, when on a call, press the hold key on your VoIP phone to place a caller on hold - they will hear hold music. To return them from hold, press the line key that the call is on. Caller ID We provide inbound caller ID display as well as the facility to show or hide your caller ID on outbound calls. You can show or hide your caller ID globally or on a call by call basis (prefix your called number with 141). We can even display an alternative caller ID, so long as you can verify ownership of the number in question. With inbound caller ID, we will present the caller ID of the original calling party, regardless of if the call has been forwarded. Line display name Line display name is a key feature if you want to find out which of your First Contact VOIP numbers a call has arrived on. Our customers very often establish more than one number with us, where those numbers all ring on a single VoIP phone. Examples of this include numbers for marketing campaigns, businesses that may want many numbers in different area codes or serial entrepreneurs. The line display name feature allows you to define a display name that will show on your VoIP phone when a call arrives - making sure that you know exactly which line the call came in on. Whisper Many of our customers may have more than one established business that they want us to provide numbering for, or need to acquire numbers in many different area codes that they serve. With a single First Contact, business VoIP account, you can add multiple VoIP Solo numbers in any area code you choose, without any restrictions. Our whisper facility allows you to define a recording to be played when a call is connected to you. You specify the recording on each of your numbers - so you'll always know where the call came from. Only you will hear the whispered recording. Your caller continues to hear ringing while the short audio file is played to you.

3 Call waiting Call waiting is a service that most of us are familiar with. Call waiting in the VoIP world really reveals the key differences between fixed line installations and a VoIP based service. In the fixed line world, when you have a call waiting, as you only have one line, you only hear a beep in your ear. With call waiting on a VoIP based system, your second line light on your VoIP phone will flash, telling you exactly who is calling and which line they called in on. Picking up a waiting call is as simple as pressing the second line button and hey presto - you can easily switch between your current call, waiting call and back again. Call forwarding With a First Contact number, you can forward your calls to any destination you want: A First Contact VoIP phone Another provider's VoIP phone (provided they provide a SIP URL) A UK landline A UK mobile An overseas landline or mobile Our forwarding system is more very flexible and forwarding can be defined as for all calls, or only calls that don't get answered after x seconds. You can create multiple forwarding rules to keep attempting to forward the call to different places in order to connect a call. You can even forward to multiple destinations at the same time. Forwarding rules can be updated in real time on your control panel. Hunt groups With our routing wizard in your control panel, you can set up hunt groups to ring an incoming call on multiple VoIP phones at the same time. Wherever the call is picked up first, it gets connected. VoIP can really add flexibility to this more traditional feature, allowing you to define hunt groups across multiple locations - so anyone in your organisation can answer a call; whether they are working from the office, from home or anywhere else in the world that they have an Internet connection. Multi route Multi route is a feature unique to us. It allows you to forward your First Contact number to multiple destinations at the same time. Multi route is similar to hunt groups, except you can also include external mobile or landline numbers as well as your First Contact VoIP phone. With multi route, for example, you can have your incoming call ring on your VoIP telephone, your landline and your mobile at the same time. That way you can pick the call up wherever you are. Messaging while routing With a First Contact number you can take advantage of the ability to upload an introductory audio message to play to your callers prior to a call being connected. Doing so gives your caller the reassurance that they've called the right number and that they're dealing with a reputable company. If you choose, you can also configure music to play while they are waiting for their call to be answered: all the time adding to your professional image.

4 Voic All of our external numbers and internal business extensions come with our professional voic facility: PIN control for mailbox protection Record separate announcements for away/busy/vacation etc. Voic to Forwarding messages to other mailboxes Voic to You can configure any address you want with your number/extension and we'll send you an with: Who called When they called A.wav file with the message that was left for you Accessing voic You can access voic by dialling 8000 if you have a phone on our system or by dialling the telephone number the voic box is attached to. What are the costs: All prices are exclusive of VAT at 20% 100 set up fee to include: Account creation Number registration Call routing as required Voic configuration Training on phone system control panel. Voic greeting recording & upload. 100 call deposit returnable at the end of the contract, once final bill has been settled. Desk phones or DECT Cordless Phones based on the requirements from the users we can recommend & supply either type of physical phone & configure them for your use. These start from 25+VAT per handset Softphones Free We recommend when using VOIP that either a fibre broadband connection or separate ADSL connection is used to avoid call quality issues when uploading/downloading larger amounts on the internet/ . This will be assessed based on speed of current connection, number of users & recommendations given, which may result in additional costs for broadband, router etc. Headsets for use with softphones or desk phones from 15+VAT dependent upon style & model required Outbound and call forwarding charges all plus VAT Calls to any destination (except free phone numbers) are chargeable except in the event that you have an appropriate inclusive call plan on your account The minimum that we will charge you for a chargeable call is 1.1p. Calls are billed per second and are always charged in whole numbers of pence Summary of call charges to UK destinations Destination Peak cost per min Off peak cost per min UK landlines (01,02,03) 1.1p 0.55p UK freephone numbers (0800) 0p 0p UK mobiles 9.35p 8.8p

5 UK 0845 numbers 4.95p 2p Per month inclusive calls plans VOIP phone system 1 user/month 7.50 VOIP phone system 10 user/month 15 Unlimited UK landline calls 10 Call Recording 7.50 (1 year hosted retention) Call Director (press 1 for etc.) 7.50 Peak Times 09:00 17:00 1. Calls are charged per second with a minimum duration of 20 seconds for our standard tariffs and a minimum duration of 1 minute for inclusive call plans 2. Calls are always charged in a whole number of pence with a minimum charge of 1p for a call when not taken from an inclusive call plan 3. Itemised billing is provided as standard 4. Call concurrency is recorded and is subject to fair usage at the discretion of First Contact. 5. When forwarding calls, our standard call charges will apply unless you have an applicable inclusive call plan 6. Unlimited landline packages are subject to our fair usage limit of 4000 minutes per month. 7. Accounts with multiple VoIP Solo packages applied will pay the multi user price for any call plans applied. 8. In addition to the specific terms here, usage is subject to our general terms and conditions. * Additional numbers can be purchased for DDI s or marketing purposes **Call forwarding charges will apply at our standard outbound rates Our single user VoIP package is most typically used by start-up companies or sole traders who want to obtain a local number for their customers to call. With both VoIP packages, you get a single UK telephone number in any area code that you choose, which you can then connect a VoIP phone to make and receive calls. If you don't want to connect a VoIP phone, or perhaps don't have an available Internet connection, then you can forward the call to a landline or mobile phone. For each single user VoIP number that you add, you may connect another VoIP phone, for the multi user VOIP package you can connect up to 10 VOIP phones.

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