CloudHelm Voice FAQ

Is contact center part of the solution?

Yes. Features include hunt groups, call queuing, skills based routing, and more.

Is there integration to 3rd party contact center solutions?

Yes, we partner with other contact center solutions and have native integration with Five9.

Is there recording in the contact center?

Yes. Recording is a by-user feature that is included with every user.

Is there contact center reporting?

Yes, we have standard Call Detail Reporting (CDR).

How is the system licensed?

Standard, Enhanced, and Power. Contact center licenses will have Agent and Supervisor permissions.

What about reliability?

CloudHelm Voice has an HA configuration with 99.5% up time. There are multiple back-up servers that can kick in if the main server goes offline. However, if you are operating on a non-CloudHelm circuit/internet, CloudHelm is not responsible for any outages.

Does CloudHelm Voice integrate into existing dial plans or systems?

CloudHelm Voice can integrate with pre-existing  dial plans or systems via SIP trunking. We support inter-office calling on diverse platforms.

Are there international options available?

Yes, international DIDs are available.

What phones are compatible with this solution?

All SIP endpoints are compatible with CloudHelm Voice.

Can I ditch my hard phones and use my computer with a headset?

Yes, web RTC clients are available as well as other softphone options, features, and functionality.

Are there receptionist options for hard phone and software/soft clients?

Yes, both physical and web operator panels are available.

What is the time frame to get the service installed?

Standard lead time is 2 weeks. An additional 2 weeks is required if porting numbers.

Does the system have multi-party conferencing and if so is there additional licensing?

A 10 user audio conference is part of every license. A 25 user web conference is included in the Power license. CloudHelm Voice is capable of up to a 300 user audio/web conference on an as needed basis as an external service.

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