User identity
Unified Availability Service
Call handling
Reporting data collection
Directory
Personal work schedules
Call history
User identity
A unique user entity data, for identification in the service platform, must include at least the name, e-mail address, and optionally one public telephone number (mobile or fixed).
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BeneCloud offers a possibility for Active Directory (AD) authentication integration to a customer’s own on-premises AD or Azure AD. On-premises AD integration requires a trusted network connection between the BeneCloud and the customer AD domain controllers. Azure AD integration requires registering the Benemen Authenticator application in Azure management portal.
Unified Availability Service
BeneCloud offers unified Availability services, handling the status of services and users. Availability services consist of two parts:
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The Service Availability functionality is related to the availability of a service pool. The Availability services take personal availability information into account when allocating calls to a user from a service pool.
Phone terminals
BeneVoice supports up to five different phone terminals for a single user.
Mobile phone with Benemen or any other operator subscription
BeneVoice for Browser -softphone
BeneVoice for Windows -softphone
MS Teams- phone
Other IP-phone terminal like desk phone
Any other phone terminal with an external phone number
Users can change to the call allocation method between one-by-one or simultaneously. In a the one-by-one - model, the incoming calls are alerting by turns in terminals based on the user’s settings.
Changing of the Calling line identity (CLI)
CLI refers to a phone number that a call recipient sees when the call is alerting. BeneVoice - user can change the CLI value in various UIs. CLI number can be the user’s mobile phone, work, or service pool number. The available numbers are defined by the administrators.
Multi-operator / SIP
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connectivity
BeneVoice - cloud services are service is connected to various mobile and fixed-line operator networks. At the moment, mobile subscriptions are available in Finland, Sweden, and Denmark. Fixed-line connections and numbering are available globally. Usually, It is also possible to connect the company’s existing PBX in some location/country to BeneVoice- services using SIP - connections, this requires a small special integration project to agreed separately.
Call handling
From a call handling perspective there are three different kinds of calls in the BeneVoice:
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Service pools have always a dedicated phone number; personal or work numbers cannot be used as service pool numbers. Users can answer calls on multiple devices like mobile, softphone, Teams phone, or any other phone terminal when an external number is defined. Users can define the terminals to be alerted one by one or simultaneously.
Reporting data collection
BeneVoice collects call data to the Data Warehouse, which is used as a data source for standard reporting. Dataware Data APIs enables enable also 3rd party BI tools to retrieve communication data for e.g. consolidation purposes as a part of the company’s BI / Reporting.
Directory
The company directory contains by default the company’s BeneVoice users/contacts and their availability information. Information can be modified and new contact added manually in the directory view if the user has the modification rights. Users can search the directory from all fields or from a limited number of fields. Personal directory is a separate contact list uploaded from the mobile phone using a mobile app. The personal directory is private for the user, who created it.
Personal work schedules
Personal work scheduling can be used for changing the user’s Availability info automatically based on defined work time schedules. Schedules are set on a weekday level with daily work start and end times. Personal schedules are defined in the User interface by the Supervisor. Once the Availability is changed, the calls will be routed based on the Availability-settings. Usually, during work hours, all calls are routed directly to terminal(s) the user has prioritized, and during off-work times calls to the work number, the switchboard, or to the voicemail, and calls to the mobile number directly to the mobile device.
Call history
Inbound and outbound direct calls, as well as voicemails, are stored in the user’s Call history, which is visible in the User interfaces. Each call includes the following data:
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