Ooma, a communications platform provider, has added advanced call flow capabilities to the Ooma Office business communications service.
Ooma Office Pro Plus, the top service plan, now offers the following five capabilities:
- Call Queue Agent Log In/Log Out -- Agents assigned to answer phones in a call queue can log in and log out of that queue using the Ooma Office desktop app;
- Shared Voicemail Boxes -- A ring group, such as a sales or service team, now has a dedicated voicemail box that can be accessed by everyone on the team;
- Virtual Receptionist Scheduling -- Admins can create up to five routing rules for virtual receptionists, each with its own custom audio greeting, call selection menu and actions, and time of day and day of week schedules;
- Transfer Calls to External Lines -- Virtual receptionists and ring groups can now be programmed to send calls to an external number outside the business;
- Microsoft Dynamics 365 integration -- Sales and support teams that operate inside Dynamics 365 no longer need to leave the CRM platform to place or receive calls. Also, customer data automatically pops up for incoming calls and Dynamics 365 automatically creates tasks for each call.
"These powerful new call flow capabilities create a better employee and customer experience by optimizing call center staffing, driving quicker responses to voice messages, expanding virtual receptionist options during both business and after-business hours, and supporting one of the most popular CRM tools," said Dennis Peng, vice president of product management at Ooma, in a statement. "And we aren't done! Our engineering and product teams are hard at work on additional features we will be adding to Ooma Office Pro Plus in the months ahead."