Cloud Phone System For Modern Businesses

Case Study: Yeastar IP PBX Provides Provides Multisite Solution for ACLAS Offices

Case Study: Yeastar IP PBX Provides Provides Multisite Solution for ACLAS Offices

A company with many branch offices will inevitably face the difficulties in communication. Pinnacle Technology (ACLAS brand), a high-tech enterprise, headquarters in Taipei and sets two factories in Xiamen. As the company scales up in size, the communication and cooperation between headquarter and branch offices become increasingly costly and inconvenient with the traditional telephony system. By installing the Yeastar S100 IP PBX and S300 IP PBX respectively in the Taiwan headquarter and Xiamen branch offices with peer to peer networking, all ACLAS employees from different sites can be synchronized with efficient communication and the company also benefits from high productivity.

Background

Pinnacle Technology Corporation is a Taiwanese manufacturer established back in 1982, with headquarter in Taipei and two factories including R&D center (about 110 engineers) located in mainland China. Pinnacle develops, manufactures, and sells innovative commercial devices under ACLAS brand, which have been registered in 50 and 32 countries respectively.

Challenge

As a high-tech enterprise, Pinnacle keeps enlarging its scale with increasing number of employees to meet its needs in developing, manufacturing and selling. It inevitably brings some difficulties to the enterprise management, especially in the communication and cooperation.

  1. The phone calls between Taiwan headquarter and Xiamen branch offices should be dialed with the phone code, which is cumbersome and costly.
  2. ACLAS’ factories are large with lots of departments, which makes it hard to target the specific person to receive the call, leading to the inefficient information conveying.
  3. Every plant has its independent loud speaker. However, it is not feasible to broadcast unitedly to the entire factory.
  4. Two traditional PBXs were installed because of the expansion of the department. But the department extensions connected to different PBXs cannot dial each other directly.
  5. The existing automated attendant setting is outdated with few lines, which largely affects the customer call completing rate.
  6. Three sets of telephony system cannot be managed in a unified way, which is likely to lead to the disorder of the lines, extensions and the inbound and outbound rules.

Solution

Yeastar put forwards an IP PBX solution for ACLAS after fully understanding its needs and situation.

  1. Install the S100 IP PBX and S300 IP PBX respectively in the Taiwan headquarter and Xiamen branch offices and connect the two IP PBXs with peer to peer networking through the Internet.
  2. Replace traditional phones with the IP Phones and register them to the respective Yeastar IP PBX through the local area network.
  3. Install the IP Call Box in the plants that have loud speakers by registering the IP Call Box as one of the Yeastar IP PBX extension and connect it to the Power Amplifier.
ACLAS Case study Solution

Results and Benefits

1. Reduce the communication cost for ACLAS offices across the Taiwan Straits

After connecting ACLAS offices with Yeastar IP PBX, the voice will be transferred through the network, realizing the free call between extensions of both sides.

The extensions of both sides can use each other’s external lines to call the local phone number of the other side, turning a overseas call into a local call. It largely reduces the call expense.

2. Enhance the internal communication and cooperation

  • Phone broadcasting: users can use IP Phone to dial the extension number of the IP Call Box to broadcast unitedly or regionally through the Power Amplifier. In addition, users can also use it to broadcast to the IP Phones, mobile phones and computers. Even the Taiwan headquarter can broadcast to the Xiamen branch offices with the phone broadcasting.
  • Broadcasting response: When the department manager is making the inspection tour of the plants, the company leader can use the phone broadcasting to find the department manager. This manager can also use the handy IP Phone to stop the broadcast by pressing the “ * ” button and change broadcasting into the peer to peer calls with the company leader.
  • Linkus: Install the Linkus Mobile Client in the users Android or iOS mobile phone, the users’ mobile phone will become an office extension and links them and their colleagues and customers anywhere anytime through the WIFI or mobile network.
  • Conference call: users can dial the conference number with his office extension or mobile phone to attend the conference anywhere and anytime. S-Series IP PBX also provides a visual control panel to help the conference organizer to manage the conference.

What’s more, Yeastar S-Series IP PBX is also embedded with SIP Forking, call recording and other advanced features to improve the working efficiency of the enterprise.

3. Improve the company phone management

  • Call Recording: Yeastar S-Series VoIP PBX can be set up to automatically detect every phone conversation made on users phone. Users can record all inbound and outbound calls free without charge. It also provides retrieving function with visual multi-pattern conditions for easy management of recording files.
  • Modular Design: Yeastar S-Series VoIP PBX provides flexible telephony interfaces combination while allowing for future scalability with unique modular design. Besides the built-in rich SIP capabilities, S-Series lets users decide what types of extensions and physical trunks they need in their telephone system.
  • Easy Configuration: Control and update your phone system with intuitive and graphical UI and point-and-click configuration using S-Series online Configuration Panel. Everything can be managed easily from any Internet-enabled device.

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User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.

General

Customize general call preferences either company-wide or for individual extensions.

Set-up feature dial codes for convenient user navigation to specific call features.

Determine how voicemails are retrieved, and also upload custom voicemail recordings.

Call Features

Add multiple automated responses to be played at different phases of a call journey.

Designate specific extensions to ring concurrently based on an external caller's dial pattern.

Customize messages and waiting times to keep external callers engaged when put on hold.

Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Provision SIP trunk settings and dedicate them to particular extensions.

Bulk add DDIs on each SIP trunk, for allocation to an individual or groups of extensions.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

User Login

Access all company contacts made available to you by the administrator.

Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Configure default call and user settings for individual extensions.

Customize allocation of user extensions to specific ring groups.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

Record all calls made on specified extensions, conferences, or call queues.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Different types of trunks can be created, Caller ID can be customized.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control

Have calls received on specific SIP trunks routed to designated extensions or destinations within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Organize company contacts into dedicated phonebooks and determine accessibility rights to extension groups for each.

Bulk import a list of contacts instead of having to key details in individually.

Role and Client Permission

Pre-defined user roles within the PBX are conveniently available for allocation, or create your own set of permissions.

Restrict users from viewing specific extensions, departments, or extension groups with Extension Visibility.

Allow or resrict specific users from managing or viewing certain company contacts

Auto Provision

Pre-defined setting parameters specific to respective IP phone models are conveniently available for easy set-up.

IP Phones can be quickly provisioned to your Yeastar PBX with just the pre-defined template and device MAC address.

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