Fonolo Feature Set

CategoryFeature SetDescription
In Call Rescue (ICR)In Call Rescue (ICR) is an offer of a Call-Back to Customers who are Waiting on Hold. The light touch implementation hooks into your existing call center infrastructure. All of your business processes remain the same.
Immediate Call-BackThis option gives the caller the ability to get a call-back from the next available Agent.
Schedule a Call-BackThis option gives the caller the ability to chose from a customizable selection of future call-back time slots.
SMS NotificationsKnow the status of your call-back by getting SMS message updates
Dial TimeoutThe Dial Timeout feature sets how long Fonolo will wait while dialing in to the Target before returning a "Target Call Timeout" error. The default value is 60 seconds, and this can be adjusted up or down to be between 10 and 120 seconds.
Client Call TimeoutThe Client Call Timeout feature sets how long Fonolo will wait while attempting to dial the Client before returning a “Client Call Timeout” error. The default value is 60 seconds, and this can be adjusted up or down to be between 10 and 120 seconds.
Global TimeoutThis may indicate that your phone system is not communicating with Fonolo properly, and occurs when we have been waiting in the queue for 6 hours. This time is customizable.
Pre-Call Questions Pre-Call Questions allow you to prompt the Client for certain information once the call has been transferred over to Fonolo. Information such as Name, Reason for Calling, or other things can be collected at this time, and then passed to the Agent before the call-back is made to the Client, resulting in a smoother and happier customer service experience.
Auto Rescheduling If a Call-Back fails, Fonolo and automatically reschedule another call-back attempt to reach the Client.
Client Call-Back ReschedulingClient Rescheduling – If a Call-Back fails and all reschedules have been exhausted, Fonolo will reach out to the client automatically and give them the option of having the Agent try to reach them again by pressing DTMF 1.
Agent Call-Back RescheduleAgent Rescheduling – If a Call-Back fails or goes to voicemail, the Agent can press DTMF 9, then hangup, and Fonolo will schedule another attempt to reach the Client.
Client Cancel Call-BackIf the Client requested a call-back via In-Call Rescue, they can simply call back into the same queue, attempt to opt-in for a second concurrent call-back, and Fonolo will give them the option of canceling their original call-back request. This can also be done via SMS notifications, if the feature is active.
Duplicate CheckWhen enabled, each call-back number will only be able to schedule a single call-back at any one time. You can also allow Clients to be prompted to cancel a call-back or reschedule a call back when they attempt to enter their call-back number for a call-back more than once.
Screen PopsWe can maintain caller information that is used to populate the Agents desktop software. If using the ANI or SIP headers, Fonolo is able to grab this data and add it to the placeholder Fonolo call.
Mobile / Web RescueMobile / Web Rescue is a responsive widget that can be placed on your company website to enable users to opt in for a call-back through their web interface. The responsive widget is highly customizable for colour and content - making sure it blends in with your branding, providing yet another way for your customers to receive a call-back. Easy to deploy, Simply add the automatically generated script tag to the Header of your web page, and that’s it!
Immediate Call-BackThis option gives the caller the ability to get a call-back from the next available Agent.
Schedule a Call-BackThis option gives the caller the ability to chose from a customizable selection of future call-back time slots.
Real Time Status of Call-BackUsers get a real-time update of the status of the call-back, in the persistent Responsive call-back widget interface.
Pre-Call QuestionsPre-Call Questions allow you to prompt the Client for certain information once the call has been transferred over to Fonolo. Information such as Name, Reason for Calling, or other things can be collected at this time, and then passed to the Agent before the call-back is made to the Client, resulting in a smoother and happier customer service experience.
Screen PopsWe can collect additional information from the caller using the Pre-Call questions, which we can then add to the Fonolo Placeholder call that will populate the Agent desktop with the relevant caller information.
Easy DeploymentSimply add the automatically generated script tag to the Header of your web page, and that’s it! To deploy to Mobile App, simply add the Mobile URL to the Webview or Mobile Application.
Responsive DesignThat means you can now used the same mobile widget on your desktop site as you do within your mobile app. And just like within the desktop app, the mobile view also gives you updates as to the status of your call-back.
Perpetual SessionA new “button” integration mode, where the widget pops up from the bottom of the page, and remains persistent from page to page. This allows your users to navigate to another page while still having the ability to monitor the call-back process.
Customize AppearanceYou can choose from a set of pre-selected colors, or input your own HEX codes to exactly match your website design. Each object and text body within the widget can be individually customized to meet your needs.
Customize Verbiage You can also choose from hundreds of free fonts, and even emojis, to really give each widget a unique touch.
Web Portal SecurityThe Fonolo Portal provides highly secure access to users through different role types. A password policy, IP limited access as well as two factor authentication is available. If your company uses SSO, we are compatible with most SAML2 based security access.
Account Role TypesStats Only User
A Stats Only User will only be able to see statistics and reporting within the Fonolo Portal. They are able to view Graphs, Call-Details, as well as the Real-Time call log. Stats-Only users cannot view or modify Reports or Monitors, since this would include providing access to others by adding them to Reports as Contact Groups.
Standard User
A Standard User will be able to perform all actions within the Fonolo Portal except for being able to access the ‘Admin’ area of the Portal (Settings, Licensing, Accounts). Standard Users also cannot modify other users. Standard Users can access Call-Back Profiles, Targets, Audio Prompts, and all Reporting.
Account Manager
An Account Manager user will be able to perform all actions within the Fonolo Portal, including being able to access the ‘Admin’ area of the Portal (Settings, Licensing, Accounts). Account Managers can also add and modify other users.
Security – Password PolicyThe Password Policy settings allow you to customize password expiry and account lockout prerequisites.

Complexity Requirement give you the ability to require your Users to have passwords to varying complexity. You are able to require lax, or strict passwords, depending on the settings chosen here.
Single Sign-OnNew with Fonolo is the ability to integrate your SAML2 Single Sign-On with the Fonolo Portal.
Single sign-on (SSO) is a centralized session and user authentication service in which one set of login credentials can be used to access multiple applications. The benefit is in its simplicity; SSO authenticates users once on one designated platform, enabling the use of many services without having to log in and out each time.
Two-Factor AuthenticationFonolo currently supports two-factor authentication to maximize the security of the data within your Fonolo Portal.

Two Factor Authentication is an extra layer of security that requires not only a password and username but also something that the user, and only that user, has on them. In this case, this “something” is a code that is generated by an App on your mobile device.
IP Limited Access / Remote LoginsRemote Logins limits access to the Fonolo Portal to specific IP addresses and IP blocks that you specify
Account Lockout Configurable settings that can be used to specify when a user account is locked out, A locked account requires unlocking by an Account Manager.
Session TimeoutSession Timeout determines how long after a user logs in that they will be requested to enter their credentials again.
Audit LogReview your User’s Portal changes from the Audit Log. This gives Admins the ability to see a breakdown of all of the changes that your Users make within the Fonolo Portal, increasing transparency, accountability, and security. Automated Audit Log reports can be created to be sent out to a predefined group.
Log On HistoryAbility for Administrators to review their User’s log on history from within the Fonolo Portal. Reports can be exported or set to automatically sent out to a predefined group.
Call ControlAccount Managers and Standard users can Cancel or Retry call-backs from inside the portal.
Scheduled Call-BacksScheduled Call-Backs is an optional feature that allows clients to schedule a call-back by an Agent for a time frame that they prefer, instead of being called by the next available Agent.
Offer IntervalOffer Interval – The offer interval will dictate the time interval for each call-back schedule option that is presented to the client. For example, if set to 30 minutes, the Client will be presented with a number of options that give 30 minute windows for when their call-back will be made to them.
Max ScheduledMax Scheduled – Here you can dictate how many call-backs can be scheduled within each specific time frame. This will prevent too many Clients from selecting a specific call-back window and causing a spike in call volume.
Max OptionsMax Options – Here you can control the number of different time windows that will be presented to the Client when they are choosing when they would like to receive a call-back.
Daily OverflowDaily Overflow – Daily Overflow dictates how far into the future that a Client and receive a scheduled a call-back.
Rescheduling Failed Call-BacksCall-Backs may be rescheduled automatically, by an Agent, or by the Client, if they are unsuccessful. Rescheduling options allows you to customize the different options around how this functionality works.
Auto ReschedulingAuto Rescheduling – If a Call-Back fails, Fonolo and automatically reschedule another call-back attempt to reach the Client.
Agent ReschedulingAgent Rescheduling – If a Call-Back fails or goes to voicemail, the Agent can press DTMF 9, then hangup, and Fonolo will schedule another attempt to reach the Client.
Reschedule DelayReschedule Delay – This is the buffer between when a call-back fails and when we put another attempt back into the queue.
Client ReschedulingClient Rescheduling – If a Call-Back fails and all reschedules have been exhausted, Fonolo will reach out to the client automatically and give them the option of having the Agent try to reach them again by pressing DTMF 1.
Max ReschedulesMax Reschedules – Here, you can limit the number of automatic and agent reschedules per call-back. Note that if Client Rescheduling is turned on, they will still be able to reschedule as many attempts as they like.
Cut-Off TimeCut-Off Time – Here you can limit how close to the end of the day that call-backs can be rescheduled based on Target Hours.
Real Time ReportingThe Real-Time Call View is a live view of all your currently active call-backs, and queued call-backs through the Fonolo system. Calls displayed on this page are separated into three different sections Active Call-Backs, Pending Call-Backs and Scheduled Call-Backs.
Real-time View: Active Call-BacksAny call-backs that are currently on hold in the queue, currently being placed to the Client, or where the Client and Agent are already speaking will be under this section. You will be able to see the Date Started for each call-back, as well as a live view of the Duration so far for each call-back. Under the Destination column, you can see the Target that the call-back is being placed back in to. The Client is the number that the Client has wished to receive their call-back on. The Status will display whether the call-back is currently on Hold within the queue, or if the call to the Client is already in progress.
Real-time View: Pending Call-BacksPending Call-Backs tab will bring up a list of the currently queued Call-Backs that are still waiting to start.
Real-time View: Scheduled Call-BacksScheduled Call-Backs is a list of call-backs that are scheduled by the client to start at a future date/time.
The “Date Added” column shows the date and time when the scheduled call-back request was added. “Date to Start” shows when the call-back is scheduled to start.
Automated ReportsFonolo allows you to create Reports that can be automatically generated at regular date and time intervals, and emailed to a customized list of recipients, called a Contact Group.
Call ReportCall Report – A detailed list of all call-backs processed through the Fonolo system for the selected time range.
Summary ReportsCall-Back Summary Report – A summary of all call-backs processed through Fonolo for the selected time range.
Portal Audit ReportPortal Audit Report – This report will provide a list, in chronological order, of all changes in the Fonolo Portal made by users during the selected time range.
Contact GroupsA Contact Group is a list of email addresses (contacts) that can easily be assigned to receive automated reports from your Fonolo Portal.
Automated Monitoring AlertsMonitors are essentially the same as Scheduled Reports, however, instead of going out at regular intervals, they are triggered to go out by specific, customizable events.
Call Failure MonitorThe Call Failure Monitor will report based on failed calls within the Call-Back Profiles that is it monitoring
Call Duration MonitorThe Call Duration Monitor will report based on calls that exceed a determined duration within Call-Back Profiles that it is monitoring
Call Concurrency MonitorThe Call Concurrency Monitor will report based on concurrent call-backs, so you can make sure there are enough channels available to manage the calls.
Appliance Status MonitorThe Appliance Status Monitor will report based on detected hardware, software and network issues within your on-site Fonolo Appliances
API MonitorWhen using our API, this monitor shows the API failures that may occur during operation.
VPN MonitorA monitor to alert you in case the optional VPN connection is interrupted.
SMS NotificationsSMS Notifications can be sent to Clients to perform various actions, including to confirm a successful call-back request, to provide periodic updates while the Client is waiting, and at the end to thank the Client for using the call-back service.
Inbound Message TreatmentIt is common to receive Inbound SMS Messages from clients to the SMS Notification number. Here, you can determine which email address that the SMS message will be passed to. This option is provided to ensure you receive all communications from Clients. You are also able to set an Auto-Reply message that will be sent back to the Client. A maximum of 160 characters is applied to this message to ensure that the Client receives your reply in 1 single message.
Inbound Voice TreatmentInbound Voice Calls, although not as common, are sometimes received by the SMS Notification number. In the event that Fonolo receives a voice call, you have the option to either pass the call through to another phone number, or to play an audio recording to let the Client know that they have called a number that is not monitored, at which point the call is then ended.
UpdateSMS Notifications can be used to Update a Client who has been waiting for a specified amount of time. This will remind them that they are still in queue and will be receiving a call-back from the next available Agent.
ConfirmationSMS Notifications can be set to Confirm that a call-back has been requested so that the Client can rest assured that their place in queue is being held for them. This is particularly useful since many Clients may not have used call-backs before, and may try to place multiple call-back requests if they are not confident that their request was received.
Wrap UpSMS Notifications can be used to Wrap-Up a call-back, and typically acts as a Thank-You to the client for using the call-back. This is a great way to show Clients how important Customer Service is to your organization, and will also act as encouragement to the client to utilize a call-back option next time it is presented.
CancelSMS Cancellations allows the Client to cancel a call-back request simply by replying to their UPDATE message with an SMS containing a keyphrase. This can be activated by checking the box and selecting a keyphrase. By default, the keyphrase is ENDCALL.
Call-Back LimitsFonolo Call-Back Limiting allows you to determine the maximum number of call-backs that can be processing at any one time. You may want to limit the number of callbacks for a number of reasons, including:

There may be a limited number of lines available to handle queued calls.
There may not be enough agents actively handling calls on a particular day to complete all callback requests.
Call-Back Limits – TargetsFonolo allows you to limit the number of concurrent call-backs on a per Target basis. This gives you the ability to control how many call backs can process at once on only certain queues, depending on your needs.
Call-Back Limits – GlobalFonolo allows you to limit the number of concurrent call-backs at a global level. This gives you the ability to control how many call backs can process at once for your whole call center, depending on your needs.
SchedulesThere may only be certain days or times that you want to limit call-backs. Here, you can determine the exact days of the week, and the times of day that you want these limits to take effect. For example, if you set this for your busy periods, Fonolo will still accept call-back requests, but will limit how many are placed into the queue during those periods, helping to shift volume to quieter periods of time.
Pre-Call QuestionsPre-Call Questions allow you to prompt the Client for certain information once the call has been transferred over to Fonolo. Information such as Name, Reason for Calling, or other things can be collected at this time, and then passed to the Agent before the call-back is made to the Client, resulting in a smoother and happier customer service experience.
DTMF InputHere, you can allow your clients to input numeric values to provide additional information for your Agents.
Audio RecordingHere, you can specify the uploaded audio file that you will use to pose your question to the Client. The audio recorded answer will then be presented to the Agent upon answering the Fonolo Call.
Text Input Here, you can allow your clients to input text values to provide additional information for your Agents. This is used with the Responsive Widget.
SIP HeaderInformation collected can be set as a SIP header, which is then sent to the Agents desktop for Screen Population.
Connection TypeFonolo can be implemented using various connection methods. This means we can accommodate many different call center systems, providing simple deployment.
SIP The most common way for Fonolo to connect to the company’s phone system is via a direct SIP connection. The company configures a dedicated extension/VDN for each queue/skill that they would like to offer call-backs on, and Fonolo connects directly to this SIP address, reducing PSTN trunk usage. When using the In-Call Rescue product with SIP, Fonolo will allocate a dedicated SIP address in the Fonolo Cloud for each queue/skill that the company would like to offer call-backs on. The company then transfers calls to Fonolo via these dedicated SIP addresses.
PSTN Fonolo can connect directly to a company’s phone system via the PSTN, using toll-free or local exchange numbers, which are configured to route directly to each queue/skill that call-backs will be offered on.
When using the In-Call Rescue product over the PSTN, Fonolo will allocate a dedicated DID in the Fonolo Cloud for each queue/skill that the company would like to offer call-backs on. The company then transfers calls to Fonolo via these dedicated DIDs
Fonolo AppliancesFonolo offers an on-premise appliance that extends the Fonolo Cloud functionality to the company network, behind their firewalls. With the Fonolo appliance, no media for the call-backs – therefore, no sensitive user information – leaves the company premises.
The Fonolo appliance also reduces the IP transit requirements to support the call-back service, as only the encrypted SIP signaling information travels between the Fonolo Cloud and the appliance.
The Fonolo appliance connects to the company’s phone system via SIP, and requires a handful of IP ports between the Fonolo appliance and the Fonolo Cloud to be opened to support the service, and for monitoring/maintenance.
Blocked NumbersBlocked Numbers is a new Fonolo feature that allows you to define Client phone numbers that cannot be used for call-backs. You may want to block a Client phone number in cases such as:

Someone repeatedly entering the wrong number in a call-back widget, prompting someone else to receive unrequested call-backs.
Malicious intent by someone repeatedly entering another’s number to receive unrequested call-backs
Clients requesting call-backs to corporate numbers that are received by others (receptionists)
Call Attached DataPre-call questions give companies the ability, to not only preserve existing CTI data, but pass additional data associated with the call-back, between Fonolo, the caller, and the company. Pre-call questions can be configured on all three products: In-Call Rescue, Web Rescue, and Mobile Rescue.
Caller ID Number and Name CustomizationFonolo endeavors to be transparent to the caller and company; to support this, Fonolo passes the company's caller-id information to the caller, and the caller's caller-id information to the company, so it appears seamless to both the agent and caller.
The caller-id information used for both call legs is configurable via the Fonolo web portal, and should be configure in a way, so if the caller re-dials the number in their call history, the call is routed to the company.
Call DetailsDetailed stats for all call-backs handled through the Fonolo system are available through the Fonolo web portal. Companies can:
1) View detailed call-back stats including call details, post-call survey information, and stored data. This data can be viewed online, or exported to CSV.
2) View graphs and aggregated stats, including: hourly call averages, geo-location information, carrier-specific details, and licensing details.
3) View live and future scheduled call-backs.
4) Configure and manually run, daily / weekly / monthly automated emailed reports (CSV data).
5) Access a REST-based API, which gives companies a view of all their call-back data programmatically.
Reporting GraphsFonolo Reporting Graphs let you view and export detailed Call-Back stats in a variety of visual representations.
The different reports that you are able to view and export include:

Total Call-Backs by Day
Total Minutes by Day
Hourly Time Averages
Carrier Breakdown
Geographic Distribution
Geographic DistributionThe Geographic Distribution Report breaks down the Total Call-Backs for each state/province.
Carrier TypeThe Carrier Breakdown report will give you a full breakdown of both the type of phone number that Clients are calling from (landline, mobile, etc.) as well as the Telephony Provider that they are using (Verizon, Sprint, Bell, etc.).
Call Routing ProfileCall Routing Profiles are predefined formats for dialing local and international numbers when Fonolo is placing calls to either Targets or Clients.
Customize Reporting FieldsReport Fields allow you to customize the fields that reports show up on reports by default. Reporting Fields will determine reports that are access and send through the Fonolo Portal. This includes both Monitors and Reports.
Data ExportData presented in the Fonolo Portal can be exported as a .csv file directly from the interface.
Supported LanguagesSupport most international languages.
Custom Audio PromptsSeveral audio prompts are used to support the Fonolo service. Some are presented to the agent and some are presented to the caller. By default, Fonolo currently offers professionally recorded audio prompts in English, French, and Spanish.
Alternatively, companies can opt to provide their own audio prompts as needed; this is helpful for companies that want to keep a consistent voice throughout their IVR and into the Fonolo service, to change messaging, or to support a language not currently supported by Fonolo.
REST APIBy using Fonolo’s REST API, you can create your own customized ways for your Clients to request a call-back. Whether this is via a chat-bot, your own custom widget or any other channel, Fonolo’s REST API gives you the flexibility to make call-backs work for you. Your company would already know the SID of the Call-Back Profile.

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