IP Telephony

The solution provides functions that facilitate your everyday business and can create additional added value – call routing, call interception groups, internal and external numbers, IVR system, call records, analysis of call centre workloads and missed calls, as well as transparent reports for management about the entire system.

Options

Virtual Switchboard

The Virtual IP Switchboard is a modern telecommunications system that works according to the principles of the IP (Internet Protocol) protocol. It provides communication services for companies using the internet infrastructure. The Virtual IP Switchboard is suitable for small companies (no more than 15 workplaces). The operation of the solution does not require the placement of device in the office, as the switchboard is located in the data centre of the service provider or its partner. The signal is transmitted over the internet using the SIP (Session Initiation Protocol) protocol.

• Standard features
  Call forwarding, call transfer, call hold, speed dial, conference call and other similar features related to telephone communication.
  
  
• Call queues
  The switchboard can provide call queue functionality, which allows efficient management and routing of calls to ensure proper distribution and smooth service.
  
  
• Using phone features on a computer
  The switchboard can provide the ability to use telephone functions on a computer or other work device, for example, can make and receive calls, manage voice mail and use other functions.

Virtual Switchboard+

Includes Virtual Switchboard functions and several additional features.

• Reporting system and call statistics
  The switchboard provides detailed statistics on call activity and usage.
  
  
• IVR or interactive voice response
  An automatic announcement is played to the caller and a choice is made (language, topic).
  
  
• Working time control
  The system allows you to set and manage working time schedules and automatically adjust call processing according to the defined working time limits.
  
  
• Electronic faxes
  The switchboard offers the possibility to receive and send faxes electronically, using the internet and a computer or mobile device, without using a traditional fax machine.
  
  
• Call recording and voicemail
  The switchboard allows calls to be recorded and stored for later playback, for example for quality control purposes.

IP PBX

IP PBX (Internet Protocol Private Branch Exchange) is a telecommunications system that uses the IP protocol to provide internal and external call communication within a company. It is a modern replacement for traditional PBX systems that use analogue or digital communication channels. The operation of the solution is ensured by installing the server at the customer, on the customer's servers in the customer's infrastructure or in the data centre.
In addition IP PBX offers the possibility to adjust the system and functionality according to the needs and requirements of a specific company.

• Configuration of internal and external numbers
  - Short numbers for communication within the company
  - It is possible to specify the same external number for several users

• Call routing
  - Call transfer
  - Call pick up groups
  - Parallel calling – the call arrives to several numbers at the same time
  - Forwarding of incoming calls on certain dates and time intervals (e.g. outside working hours)

• Call processing
  - Making calls from the app (Softphone)
  - IVR – interactive voice communication
  - Call queues – prioritizing incoming calls or automatically playing a notification
  - Automatic forwarding of all calls to mobile numbers in case of system failure

• Call records and reports
  - Storage of call records
  - Volume of incoming and outgoing calls – in terms of employees, dates and status
  - Information about missed calls that were not answered during the day

• API integration options
  - CRM integration
  - Integration of contacts and addresses
  - Call recording integration
  - Integration of reporting and analytics

• Other options
  - Electronic fax transmission
  - Answering machine with email messages

Call Centre

The Call Centre solution is suitable for companies with a large number of calls, for those whose activity involves continuous calling and servicing. This solution provides various options for call processing and organization, detailed reports, extensive IVR usage options, as well as agent monitoring and control – real-time monitoring (Live Monitoring), status management, quality control module.

Contact Centre

Contact Centres are call centres with extended functionality. LMT offers customers Omnichannel Contact Centre and uContact contact centre solutions.

Both Contact Centre solutions provide communication through various communication channels: telephones, e-mails, web chats, social networks (FB Messenger), WhatsApp, etc.

Various tools are available to improve the work of Contact Centre employees: reports and statistics, gamification, automatic dialling (autodialer, power dialer, predictive dialer).

Robocall

The Robocall is intended for making planned standard calls to a list of previously prepared numbers – the company's employees will no longer have to do this! Access to the Robocall solution takes place in a web browser.

Personalised Robocall

Personalized Robocall is the latest generation robocall solution that provides efficient customer calling using language processing and synthesis technology. This eliminates the need to pre-record audio announcements, as the information delivered to the customer is generated using natural voice synthesis technology. The Personalized Robocall solution calls phone numbers according to certain criteria and plays the necessary text, for example, reminding patients about an appointment with a specialist or calling debtors and reminding them about debt payment, stating the overdue amount and the overdue period, etc.

MS Teams Connection

MS Teams Direct Routing connection at LMT provides the possibility to receive and make calls in the public communication network.

Important

IP telephony service requires an internet connection that meets several parameters.

• The minimum amount of data channel for IP telephony is 100 Kb/s (for one conversation channel).

• Amount of packet loss no more than 0.1%.

• Packet delay time (round trip time, measured by PING) not higher than 60 m/s.

Servicing

Monthly subscription fee includes

• IPPBX user service by telephone (second level support)

• Remote diagnosis and prevention of damage

• Remote configuration change

• Outings – for damage prevention

• IPPBX software updates (the client's current IPPBX configuration is reserved and in case of damage, the system can be promptly restored from the backup file)

Service and response time SLA (Service level agreement)

• On working days (Monday to Friday from 8:30 a.m. to 6:00 p.m.), response time – 4 working hours

• Response time outside working hours – 8 working hours

Changes in IP telephone switchboard (IPPBX) configuration are made during working hours, response time – 3 working hours. Making changes that will require longer working hours will be agreed in advance with the management of the company.

Costs

Local calls*

* Calls to premium rate numbers are not available

International calls

Service fees

Important

• Before using LMT services, please read the data processing information provided by LMT. As a data controller, LMT pays the greatest attention to these issues. As part of the services provided by LMT, we process data only in the necessary amount and period, which results from the nature of the service and the requirements of the binding laws and regulations. As part of the "IP Telephony" service, basic data can be processed, such as connection number, etc., as well as electronic communications metadata, including load data – information related to the provision of electronic communications services. The purpose of the data to be processed is to carry out the execution of the selected service, including ensuring the related quality, payments and solving the reported issues, if they arise, as well as the execution of the binding laws and regulations. The basis of data processing is the requested LMT service and the implementation of related laws and regulations. Such processing is a prerequisite for the execution of the transaction, and failure to provide data may partially or completely delay or terminate the provision of the transaction. With regard to his or her data, the LMT customer has the right to exercise the rights set forth in the laws and regulations. More information about LMT data protection and rights in the field of data processing is available in LMT Privacy Policy.

• The services Call Centre, Contact Centre, Robocall and MS Teams Connection are offered in cooperation with partner SIA Enreach. Descriptions of the solutions are available on the Enreach website.

• The current catalogue of IP telephony devices is available here.

• In order to ensure the best possible customer experience and more complete possibilities of using LMT services, during the use of services LMT can contact you (by phone, by sending a text message, e-mail or a message in the internet browser) about issues of service administration and use.

** Installation and initial configuration of the service type at one address, regardless of the number of installed conversation channels.

*** Maintenance includes: IP PBX user service by telephone, remote fault diagnosis and prevention, trips to perform fault prevention work, remote configuration change at the customer`s request, regular updating of the IP PBX software with the current version.

**** In case of different configuration of devices, installation and subscription fees must be negotiated individually.

All charges in €, excl. VAT.