As businesses in Malaysia digitalise to stay relevant in the "new normal", virtual phone systems are playing an increasingly important role. These include Omni Hotline, which offers all of the perks and benefits of a business landline — that you can access via your smartphone. Additionally, Omni Hotline also provides value-add features that you won't find on a traditional counterpart, such as automated features and a virtual receptionist. This is the ultimate guide to using Omni Hotline.
Basically, a virtual extension (also known as a hunt group) is a phone system feature that distributes calls from a single phone number to a group of numbers within a company. This helps businesses strengthen the lines of communications with customers, clients, and various stakeholders.
Among the multitude of useful features on Omni Hotline, virtual extension is one of the most popular features with users. So, how does it work? Take this example: a customer calls your business hotline, and the phone system then routes the call to a preset group of employees who can handle the query or call. This allows the right employees to have access to communication channels — all within a single, official landline number.
The larger the volume of calls your business hotline receives, the more extensions it may need. Extensions can be set up so that phone numbers may either ring simultaneously for any employee to pick up or in a particular order to be forwarded to the next employee when the current employee is unavailable. With Omni Hotline, you can set up a Personal extension for individual users or a Department extension for groups.
Another popular feature on Omni Hotline is the Interactive Virtual Receptionist (IVR). This is essentially an automated system that can interact with humans via voice recordings; unlike conventional phone systems, the IVR helps to lower business operating costs — while boosting productivity and improving your company's reputation with customers.
For more information on IVR, and how to set it up:
You've made it this far, and you've decided: you're signing up for Omni Hotline. But how do you maintain the same business land line number that your customers already know and love? Omni Hotline has a call forwarding feature that can solve this by simply routing incoming calls from your TM Businessline back to other lines or employees.
This helps to maintain availability for your customers, avoid voicemails, and keep things flexible and mobile. Plus, of course, the goal here is also to improve customer service. For the full instructions:
Omni Hotline provides you with a local number beginning with the prefixes 03, 04, 05, 06, 07, 082, 085, 088 or 09. When customers view your business phone number, they will get the impression that it belongs to a local landline. Omni Hotline is an easy solution to establishing a local landline number for your business as it does not require any hardware — just an app.
Omni Hotline is an all-in-one virtual phone system that equips your mobile phone with the functionality of a landline. Features of Omni Hotline include a wide range of landline prefixes, virtual receptionists, personalised virtual greetings, advanced call forwarding, and many more that help your business appear more credible and professional while improving customer service efficiency.
A virtual phone number is a phone number that is not attached to a physical telephone line. Virtual phone numbers allow businesses to be reachable from any location at any time. A virtual phone system is one of the best solutions for remote teams handling customers.
Even as Malaysian businesses slowly recover from the economic effects of the COVID-19 pandemic, remote and hybrid working models look like they're here to stay — to some extent. Regardless, a virtual business phone system like Omni Hotline will play a critical role in ensuring that your team stays connected and organised.
To find out how Omni Hotline improves the efficiency of virtual teams: