Standard features

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).

Authentication:
Services can be used with several different User interfaces, however, the same authentication account works with them all. A user can change and reset the account password in User interfaces.

There is 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 Enreach Cloud and the customer AD domain controllers. Azure AD integration requires registering the Enreach Authenticator application in Azure management portal.

Unified Availability Service

Unified Availability services are available for handling the status of services and users. Availability services consist of two parts:

Personal Availability
Service Availability

Personal availability is based on the Device presence and the Availability profile chosen by a user:

Device Presence: information on a terminal device (like a mobile phone), such as talking or free is automatically available without any need for manual intervention.
Availability profiles: availability information based on the selection of a personal Availability Profile like “Available”, “Do Not Disturb”, “In a Conference”, “Lunch” and “Sick Leave”. Availability profiles can be customized according to company needs.

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

Up to five different phone terminals are supported for a single user.

Mobile phone with Enreach or any other operator subscription
Voice for Browser -softphone
Voice 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 the call allocation method between one-by-one or simultaneously. In 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. User can change the CLI value in various UIs. CLI number can be user’s mobile phone, work, or service pool number. The available numbers are defined by the administrators.

Multi-operator / SIP connectivity

The service is connected to various mobile and fixed-line operator networks. At the moment, fully integrated 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 Voice by Enreach 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 service:

Personal direct calls in/out like mobile calls between the user and private contacts (not a customer)
Personal direct calls In/out with a customer
Service pool calls, which are always customer calls

Depending on the call type, the privacy and the flow of the calls are handled differently.

Depending on the needs of the organization and users, personal and work calls can be handled with:

One number and one terminal (mobile phone or IP application/desk phone)
One number and several terminals (mobile phone and/or IP application/desk phone)
Two numbers and several terminals (mobile phone and/or IP application/desk phone)

The calls can also be answered on any other external number. There might be limitations in call control if the external number has its own voicemail enabled.

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

The service collects call data to the Data Warehouse, which is used as a data source for standard reporting. Data APIs enable also 3rd party BI tools to retrieve communication data for e.g. consolidation purposes as a part of the company’s BI / Reporting.

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:

Time and date
Duration
Original and destination number
Call type and direction
Call result (no answer, answered)
Optional: recording of the call, if the user has the call recording option