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SimpleVoIP Service Descriptions

  • Updated

SimpleVoIP Service Descriptions

Updated 11/23/2024

Standard VoIP Features

Includes a fully managed cloud-based PBX business phone system with unlimited calling in the US and Canada, directory listing, voicemail, customized call flow, 24/7 support, and many other standard features.

  • Abbreviated Dialing
  • Ad-hoc (8-way) Conferencing
  • Anonymous Call Rejection
  • Call Block
  • Call Forward
  • Do Not Disturb
  • Call Forward to Voice Mail
  • Call Duration Display
  • Call Logs
  • Call Restrictions
  • Caller ID
  • Caller ID Block
  • Caller ID Name Delivery
  • Caller ID Name Storage (CNAM)
  • Call Waiting with Caller ID
  • Date/Time Display
  • Direct Inward Dialing (DID)
  • Directed Call Pickup
  • Directories
  • Do Not Disturb
  • Extension
  • Hold
  • Intercom
  • Last Number Redial
  • Message Waiting Indicator
  • Multi-Channel Park
  • Multiple Station Appearances/Bridged Line Appearances
  • Music-on-Hold
  • Streaming Music on hold
  • Mute
  • Non-DID Numbers
  • On-Hook Dialing
  • Ringer Selection & Volume Control
  • Selective Call Block List
  • Parking
  • Speed Dial
  • Time-of-Day Call Routing
  • Voice Mail Notification
  • Voice Mail to Email
  • 900/976 Blocking
  • Find Me Follow Me
  • Group Pickup
  • Voice Mail Distribution Lists

Essential License

This license is used for unnamed users such as conference rooms, paging devices, public phones, door entry systems, loud ringers, and flashers. No features are provided other than a dial tone and an internal extension.

 

Enterprise License

This plan offers essential features such as DID, unlimited local and long-distance calling in the US and Canada. It includes Microsoft Teams licensing (not including a one-time setup fee per Microsoft organization), a personal conference bridge, mobile and desktop apps, personal eFax and unlimited SMS/MMS service.

 

Shared License

Vertical-focused license for shared environments, such as retail and restaurant environments. Includes all basic features and a shared phone number per location.

 

CRM Connect

Central integration with CRM applications including Microsoft Dynamics 365, Salesforce, Zoho, Freshdesk and Zendesk.

 

Auto Attendant

Includes 1 DID and a menu system for inbound callers. Menus can include uploaded media prompts or audio recorded over the phone. A single auto attendant can consist of unlimited branches/options. Basic functionality includes routing calls based on key presses to users, devices, hunt groups, time of day routing, caller ID and name prepend/postpend, ring timeouts, ringback music, and the ability to route callers offnet to 10-digit phone numbers not on the system.

 

Enhanced Auto Attendant

Add text messaging capability, custom database integrations, text-to-speech, and custom call flow integrations to your Auto Attendant.

 

Proactive Support

Add on service on a per handset basis provides proactive ticket generation in the even a phone loses its SIP registration (goes offline). SimpleVoIP will create a ticket and start the remediation process by contacting your site directly. 

 

Proactive Monitoring Alerts

Add on service on a per handset basis provides proactive email notification in the even a phone loses its SIP registration (goes offline), as well as an email notification when the phone comes back online. Customer can set the hours of notification.

 

eFax Basic

1 DID with inbound and outbound eFax capability via email. Supports only PDF files and does not include cover pages or the ability to send an outbound fax without a PDF attachment. Standard resolution is used. Web portal or SimpleVoIP Mobile access for saved faxes is available. Includes unlimited pages. Fax delivery is best effort.

 

Fax over ATA

Requires the purchase or rental of a certified Analog Telephone Adapter (ATA) device to connect to your existing fax machine. Each device supports up to 2 analog lines, which must be purchased separately. Includes a DID (new or ported in). Faxes are sent and received using the T.38 protocol and are considered 'best effort' with no guarantee of delivery or receipt.

 

Call Recording

Calls can be recorded on a per-account or per-device basis and stored on Amazon S3 (either Provider's or Customer's account). We will maintain recordings for up to 180 days. Recordings are accessible in the Administrative Portal and can be individually downloaded or played online.

 

Hosted Streaming Music on Hold

Your on-hold analog music device is hosted in our secure data centers along with a custom Shoutcast server to add your streaming music as an on-hold source for your locations. An unlimited number of locations can utilize this source. Fees are for colocation and bandwidth per location.

 

Call Center Pro

Pricing is per queue and per agent, in addition to the standard required licensing for each device.

  • Create queues and set up call center environments directly in the app
  • View a member's assigned queues, status in each queue, call information for each queue, and other agents assigned to queues
  • Get a comprehensive overview of all call center members, including their current status, role, assigned queues, and
  • Create customized skills and utilize skill tagging to easily assign skills to members in one click
  • Ensure call quality through the built-in barge and whisper capabilities

Queues Overview

  • Queue Name, Status, and Extension View Queue Performance
  • Longest Wait Calls in Queue Abandoned
  • Agents Ready, Busy, and Away Call Handling
  • Sort by All Queues, Active, or Paused Pause All Queues
  • Create New Queue
  • Edit Status: Ready, Mark as Away (Reason Optional), or End Session
  • Search for a Queue

Queue Details

  • Queue Name, Status, Extension
  • Mark Queue as Active or Pause Queue View Queue Metrics
  • Longest Wait Calls in Queue Abandoned Calls Agents Ready Agents Busy Agents Away Missed Calls Handled Calls
  • Edit Queue Settings Delete Queue
  • Calls in Queue
  • View Member Name, Role, Status, Call Handling, Session Duration, Time Marked as Away, Skills Manage Members
  • Search for Member
  • View Queue Activity Logs
  • Search by Event, Agent, or Phone Number Filter Queue Activity
  • Download or Print Queue Details

Create New Queue

  • Name New Queue and Assign Extension Confi ure Queue
  • Call Limit Queue Timeout
  • Display Agents to others/Agents Zero (0) out to call flow
  • Timeout Immediately if Empty Record all Calls in Queue Escalation Queue
  • Escalation Callflow after Timeout Call Routing
  • Most Idle
  • Least Offers Made Least Calls Handled Round Robin
  • Skill Based (Strict) Skill Based (Loose)
  • Hold Treatment
  • Announce Position Announce Wait Time Pause
  • Play Media File Agent Connection
  • Agent Connection Timeout Force Away on Rejected/Missed
  • Allow Recovery Time
  • Allow Recovery Time Extension Allow Multiple Extensions Assign Members to Queue

Performance

  • Select Agent Select Queue
  • Select Duration/Session
  • Add Row to compare agent's performance within queues or compare multiple agents
  • Call Handling Metrics by Agent
    • Total Calls
    • Missed Calls
    • Handled Calls
  • Activity Breakdown by Agent
    • Total Session Activity
    • Time Marked as AwaY
    • Time Marked as Ready
    • Time In Call
    • Time In Recovery
  • Download or Print Activity

Call Center Members (Agents)

  • View Call Center Member Details
    • Member Name
    • Session Duration
    • Number of Assigned Queues
    • Names of Assigned Queues Skills
  • Enable/Disable Call Recording by Member
  • Search for Member
  • Manage Members
    • Add or Remove Call Center Members
    • Configure Queue
  • Manage Skills
    • Add/Remove Skills
    • View Members and their Assigned Skills
    • Search for Member
  • Skill Tag Editor
    • View All Skill Tags
    • Create a New Skill Tag

SimpleVoIP Analytics

This service is offered in 2 tiers:

  1. Insights (included free with all licensing)
  2. Enhanced Analytics

SureDial POTS Replacement Service

Suredial is an analog replacement service designed for voice and data lines and delivered using hardware from DataRemote or Ooma AirDial. The service is certified to work with voice, fax, modems, credit card machines, utility meters, alarm systems, fire panels, elevators, and other lifeline services.

Requirements

The device requires A/C power and is generally wall-mounted. Primary internet must be connected to your local network, and the device will use the internal cellular card for backup service. You must have a network drop available to provide internet service and proper cabling from the device's installation location to the attached devices (phones, alarm panels, etc). 

 

Pricing

Customers may purchase or rent the necessary hardware for the solution. Initial programming and activation fees apply, onsite installation and a site survey to determine proper placement and wiring needs. 

Monthly service (per line) includes unlimited calls in the US and Canada. Additional fees will be charged for excess (over 250MB monthly) cellular data usage at $25 per additional 1 GB. Cellular is initially configured as a backup, which uses minimal cellular service.

 

SimpleVoIP Teams Integration License

End-user licensing for Teams is included with Enterprise or higher licensing. Teams licensing can be added to other licenses. Features include the native dial pad within Teams, DND, call forwarding, Office365 directories, and contacts.

 

One-Time Office365 Integration

Initial setup takes approximately 1 hour. Requires the customer's Microsoft Administrator to work with SimpleVoIP engineering to enable the integration, map users and phone numbers, and train on the SimpleVoIP Teams Integration portal.

 

Monthly Service 

Requires a Microsoft Phone System license (included with E5) and a SimpleVoIP Teams License (included with Enterprise)

 

Asset Protection Plan (“APP”)

The APP must be purchased for all devices at all sites at the time of the original order and is only available for new devices purchased from SimpleVoIP and limited to specific phone models. 

 

Devices covered by the APP will be replaced by SimpleVoIP at no charge once SimpleVoIP has determined that the device has failed and cannot be repaired by sending new parts to the site.

 

Lost devices are specifically excluded from this coverage. 

 

Failed device must be returned to SimpleVoIP. We will include a UPS return label, schedule a UPS pickup or you can ship the failed device (including all accessories) to our office. 

 

We will ship the replacement device (which may be new or refurbished) to your site on the same day you open a ticket and we determine the device needs replacement (shipment cutoff is 3pm CST) and assist with installation via telephone once it has been delivered.

 

Actual shipping costs will be invoiced to the Customer for both the replacement device and the return of the failed device. Devices will ship via UPS ground unless otherwise directed by the Customer.

Sip Trunking

SIP Trunking is provided on a per-channel (concurrent call). Customer must register a 911 address and phone number with SimpleVoIP and ensure all 911 calls are made using the registered phone number as caller ID. Failure to use this registered number will result in a $75 charge per call and potential call completion issues.

SimplyAI

SimplyAI is our AI-powered transcription and analysis service that captures every phone call, creates acall summaries, and delivers them directly via email. It helps teams quickly understand conversations, track sentiment, and maintain a reliable record of customer interactions.

Key Features:

  • Automatic call transcription
  • AI-generated call summaries sent by email
  • Sentiment analysis to measure tone and customer experience

Simple Intelligence

Simple Intelligence is the next-generation AI voice platform built for sales, service, and operations teams who need real-time, actionable insights and seamless integrations. It transforms call data into meaningful business intelligence that drives better decisions, recovers lost opportunities, and improves customer experience.

Key Features:

  • Keyword & Trend Analysis – Track what customers are talking about and how often
  • Promise Tracking – Record, monitor, and follow up on every commitment
  • Missed Opportunity Alerts – Real-time insights to capture unclosed deals
  • Signal Thread – Unified timeline of all customer interactions
  • Money Call Scoring – AI-generated scores for benchmarking and improvement
  • Dashboards & Integrations – Real-time dashboards, unlimited alerts, SMS, webhooks, and CCaaS integrations

Licensing:

  • Each location license includes up to 10 devices
  • Additional devices at a location will be charged extra per device per month

 

Simple Agents

Simple Agents are configurable AI-powered voice agents that can operate as a primary auto attendant, virtual receptionist, or outbound calling agent. They are designed to handle inbound and outbound calls, interact naturally with callers, and intelligently route or complete tasks based on customer intent and business rules.

Inbound Capabilities

Simple Agents can answer incoming calls and act as the first point of contact for a business. Core functionality includes:

  • Natural language call handling (no keypad required)
  • Intelligent call routing to users, departments, queues, or external phone numbers
  • Business-aware routing based on time of day, location, caller history, or intent
  • Call transfers with context passed to the receiving user or system
  • Voicemail capture and delivery when no live option is available

Knowledge & Training

Agents can be trained on customer-provided data and operational context, including:

  • Business information (hours, locations, services, policies)
  • Frequently asked questions
  • Internal processes and escalation rules
  • Data from connected systems such as Simple Intelligence or supported CRM/POS platforms

Training data can be updated over time to reflect changes in business operations.

Outbound Capabilities

Simple Agents can initiate outbound calls for approved use cases, including:

  • Appointment confirmations or reminders
  • Follow-up calls related to prior customer interactions
  • Missed opportunity recovery workflows
  • Notification or informational calling campaigns

Outbound behavior can be governed by business rules, schedules, and compliance requirements.

Integrations

Simple Agents integrate with SimpleVoIP services and supported third-party systems to perform defined actions during inbound or outbound calls.

Supported integration capabilities may include:

  • Booking, modifying, or canceling appointments or reservations
  • Sending confirmations or notifications related to customer interactions
  • Logging call data, outcomes, or structured notes to external systems
  • Retrieving customer or account information to support call handling
  • Triggering workflows or updates within connected platforms

Available integrations, actions, and data access depend on enabled services, configured skills, and licensing.

Administration & Configuration

Agents are configured and managed through SimpleVoIP tools. Configuration options include:

  • Call flow behavior and escalation rules
  • Transfer destinations and fallback logic
  • Knowledge sources and allowed actions
  • Inbound vs outbound permissions

Skills (Definition)

A Skill is a discrete, configurable capability that allows a Simple Agent to perform a specific action during a call.

Skills define what the agent is permitted to do, including what systems it may interact with and what data it may send or receive. Skills do not operate independently and are only executed as part of a Simple Agent interaction.

Skills fall into two categories:

  • Built-In Skills – Skills provided by SimpleVoIP through supported integrations.
  • Custom Skills – Skills defined by the customer through the SimpleVoIP portal to interact with customer-managed systems or APIs.

The availability and use of Skills are subject to configuration, permissions, and licensing.

Limitations

Simple Agents are not intended to replace emergency services or handle life-safety scenarios. Certain use cases may require additional configuration, approvals, or licensing.

 

 

 

 

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