Extensions
Extensions
Users connect to Lunar voice through extensions, and each extension can have multiple devices connected to it. These devices will ring in parallel when someone calls the extension, so a person can pick up the call on the device that suits him or her best. Each extension can have its own time zone, language, ringtone, address book and much, much more. Extensions may have administrative permissions; for example, for managing the central address book or for barging into calls. For each extension, working hours can be established and users can manually place them in do-not-disturb mode. There are many ways for redirecting calls.
Mailbox
Mailbox
Each extension comes with a mailbox so callers can leave messages. These messages can be shared in a group, moved to other mailboxes; users can also leave comments for mailbox messages. Lunar Voice can also receive FAX messages and then send them to the user’s email address, and FAX can be sent from the user’s front end. Messages can be escalated to managers when the user is unable to retrieve it in time. The platform can use the Google speech API to convert mailbox messages into text; these messages can then be sent to the user’s cell phone as a preview of the message.
Auto Attendant
Auto Attendant
For more sophisticated call distribution, Lunar Voice comes with agent groups which are equipped to handle higher call volumes and sequentially distribute calls. While waiting, Lunar Voice can play announcements and mix these announcements with music on the fly. Users can receive a call back when it’s their turn instead of holding. Agents can log in and out of the queues, and managers can see service level measurements like speed of answer. For outbound calls, lists of numbers-to-be-dialed can be uploaded into the ACD; the platform can then dial those numbers automatically and distribute them to an agent, or the agents can use a code to dial the next number on the list. Virtual offices benefit from separate DID: each can have its own name and voice announcement. Calls can be recorded inside Lunar Voice or sent to external recording devices.
Lunar Voice
Groups
Simple hunt groups call a list of extensions up and escalate calls based on simple time rules. Groups can have their own ring melody and display the group name on phones, making which group is being called easy to discern. When necessary, users can be called on their cell phones when a call reaches a hunt group.
Call Center
Call Center
For more sophisticated call distribution, the Lunar voice comes with agent groups which are equipped to handle higher call volumes and sequentially distribute calls. While waiting, the Lunar voice can play announcements and mix these announcements with music on the fly. Users can receive a call back when it’s their turn, instead of holding. Agents can log in and out of the queues, and managers can see service level measurements like speed of answer. For outbound calls, lists of numbers-to-be-dialed can be uploaded into the ACD; the Lunar voice can then dial those numbers automatically and distribute them to an agent, or the agents can use a code to dial the next number on the list. Virtual offices benefit from separate DID: each can have its own name and voice announcement. Calls can be recorded inside the Lunar voice or sent to external recording devices.
Conferences
Conferences
Sometimes more than two people need to talk, and Lunar Voice can mix multiple audio channels in spontaneous conference calls or in scheduled conferences. When setting up a conference, Lunar Voice sends calendar events to the invited participants and, if needed, calls the conference participants into the conference. Rapid response conferences can be commenced when one of the participants calls into the conference room.
Paging
Paging
Lunar Voice comes with extensive paging features that can be used with standard desktop phones and with overhead speaker equipment; it supports live paging and recorded announcements. Predefined pages can be triggered by events – for example, when a user calls an emergency number or when a group receives a call. Using the Google text to speech API, arbitrary texts can be sent to paging accounts through the API or from the app text interface. There are rules about which extension may do this.
Interoperability with Microsoft Teams
Microsoft Teams integration
Lunar Voice can act as an SBC for Microsoft® Teams. Teams extensions can dial internal resources in Lunar Voice, including overhead paging or other extensions using VoIP phones unavailable for Teams; Lunar Voice can also terminate Teams calls into SIP trunks for outbound calls. Inbound calls can be sent to Teams extensions.
CRM integration
CRM integration
There are several predefined CRM integrations available, including Zoho, Salesforce and Hubspot; customizations for in-house CRM systems can be done through backend code. For hotels, the platform integrates with mainstream PMS systems.
Address Book
Address Book
Lunar Voice keeps address books on user and domain level, so that each user can have their own contacts and companies can share contacts. Contacts can be imported through the web interface or from Google G-Suite and Microsoft 365. The contacts are stored on the server, simplifying compliance and making it easier to switch between devices.
CRM VoIP phones
VoIP Phones
Lunar Voice supports many VoIP phones through provisioning templates. Where available, the platform uses secure communication for provisioning and calls. Button templates can be used to assign functions to buttons without touching the devices. Whenever possible, the platform generates background images and ringtones, making branding easier for partners and corporate users.
Reporting
Reporting
There are numerous reports available for users, managers and system administrators. The platform proactively sends emails and SMS messages when important events are happening; for example, when a new voicemail arrives or a call is missed. Call reports can be sent daily, weekly or monthly. There are several ways to push call data records to external services for further processing.