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Mid West Telecom

MidWest Telecom Features and Descriptions

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Use one extension for multiple MAC addresses. This feature provides the ability to autoprovision multiple phones attached to the same extension. In practice, this could be one type of device or multiple types of devices linked to the same extension. Think of this option as our Hot Desking feature.

PBXware offers multiple options to enable call recording. This feature allows you to inform all parties that calls will be recorded. Or, you can turn recording off. Call recording can be enabled globally, for the entire system, or for a lower level Tenant, DID, Extension, Ring Group, etc.

gloCOM GO mobile app allows you to stay connected to your PBXware extension even when you are not in your office, enabling you to do your work without being confined to your desk.

You can designate an area code per extension that will be automatically dialed when a single extension makes an outbound call.

You have the ability to block incoming calls while you are on another call.

Enhanced Services allows PBXware Administrators, as well as end users, to set up and control extensions features like Caller ID, Call Pickup, Call Filters & Blocking, Call Forwarding etc. from their phone and through a web interface.

PBXware voicemail is an advanced answering machine that allows callers to leave a voice message when there’s no answer at the dialed extension. Although each PBXware extension is usually equipped with a voice mailbox, this feature can be turned off. If necessary, we can create a stand-alone voice mailbox exclusive to an extension on your PBXware.

PBXware offers seamless integration with the gloCOM desktop app, allowing users to save time and improve productivity.

PBXware gives you complete control of your Caller ID for outbound calls. Please note that this feature will depend on Caller ID rules enforced by your trunk provider.

Your PBXware creates Departments section lists, which you have the ability to edit or add onto. Departments are used by Bicom Systems gloCOM to easily filter extensions per department or broadcast messages to specific department members.

We have introduced an “Operation Times” option for extensions allowing you to control workdays and hours per extension by simply adjusting this feature in enhanced services. This is also available in OSC if enabled in Enhanced Services. We have also implemented UX improvements and GUI improvements in the Global Operations Times page for a better user experience.

Enhanced Services

Mid West Telecom

With Call Pickup, users are able to answer any ringing extension in associated call groups by dialing *8. Anyone can answer an extension regardless of call groups by dialing *88 + Extension.

This service filters and blocks certain incoming calls based on a set of predefined rules for incoming caller IDs. For example, you can send a busy signal to all calls that have hidden caller IDs, or you can forward the calls to an out-of-service number.

Call screening enables a user to forward calls to other extensions.

The Follow Me service rings destinations in a sequence set up by the user. If a call is not answered by the initial destination, the next destination in the sequence will be dialed. For example, you can set up your desk phone to ring first for 10 seconds. If the call is not answered, it will move forward and ring to your cell phone for 10 seconds. If you are unable to answer the call, you can set it to return to your extension’s voicemail.

With Mobile Numbers, you can assign the Mobile Numbers you would like to receive calls from when you’re not in the office. If you enable the Mobile Numbers service and add a number to the mobile numbers list, it will be displayed in gloCOM as one of the destinations you can be reached at.

The Paging Groups service works like standard paging and allows you to organize extensions to multiple paging groups. You can assign a unique number to each group. Access this service by entering the code *600 followed by the paging group number.

Speed Dial allows you to assign short code (up to 3 digits) to numbers you frequently dial, so you don’t have the type the full number every time. To use Speed Dial, enter *130 followed by your short code.

The Delete Recordings services gives permission to the user to deleted recorded calls from their personal CDR list. They can access the list by logging into their Online Self Care portal. Recordings will be deleted from the system, not just from the user’s OSC CDR list. Although a user can only delete a recording from a call they made, be careful when allowing users this permission.

Remote Access gives users access to their personal extensions from a remote location, so they can make calls as if they were using their office phones.

Phone Callback allows you to set up one or more caller IDs that will be match to incoming calls to your PBXware. Once the caller ID is matched, the call is dropped, and the user will receive the call from PBXware. Once the call is answered, the user can dial any destination as if they were using their office phone.

The Caller ID service allows users to create and control the caller ID number that will appear when outbound calls are made. In addition to setting the permanent call to be used as the primary Caller ID, the administrator can create a list of allowed caller IDs that a user can select from before making an outbound call. This feature is intended to be used with the gloCOM desktop app, but it can also be used by entering an access code on the desk phone.

Last Caller allows users to dialed the number of their last incoming call by entering an access code. This is basically a redial feature intended to be used on phones without a display screen or analog phones that are registered to PBXware via ATA devices.

When enabled, the Do Not Disturb service blocks and redirects all incoming calls to a preferred destination number.

Call Forwarding sends calls to other destinations depending on the rules created for an extension’s status. For example, you can forward calls to your cell phone.

This service rings all provided destinations at the same time. If the call is not answered by any of the provided extensions, the call gets transferred to the “Last Destination” extension, which can be Voicemail. When the called number picks up, the system will ask if the user wants to accept or reject the call. If the user accepts the call that someone else answered, the system will notify the user that the call was answered.

This service allows you to broadcast a voice message to multiple extensions at the same time through the desk phone intercom. You can either create a list of extensions you would like to page, or you can add all extensions to avoid typing each number into the system. Plus, PBXware allows directed paging in case you would like to broadcast the message to a specific extension only. Directed two-way paging is also included.

The directory is used to enter a list of extensions you would like to have as contacts. When used with the Busy Line Field enabled phone, you can select some of those extensions to be monitored through the BLF buttons on your phone.

Instant Recording service allows you to start a call recording at any point of the call. To start recording a call, simply dial access code *159.

This service allows a user to listen to recorded calls by downloading them from the Online Self Care portal or by dialing access code *170 on their phone and then pressing numbers 1-9 for the last 9 recordings, 1 being the newest.

This service allows you to monitor active calls in real time. You have three monitoring options to choose from – listening, whispering and barging. The listening option allows you to listen to calls. Whispering allows you to listen to the conversation and talk only to the monitored extension. Barging allows you to listen and talk to both parties on the call. The Dynamic mode allows you to dynamically choose what monitoring option you want to use during the call.

Hot Desking is a service that allows employees to work at any available desk in the office and still access their extension. For any phone equipped with hot desking, the user can log in to their extension by entering the extension number and PIN. Only specific Polycom and Yealink devices are supported for hot desking.

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Ring Groups

Ring strategy All will ring all available extensions at the same time.

Round ring strategy will ring each available extension in a specific order.

Round Memory ring strategy will ring each available extension in a specific order, but it will begin with the extension that was last to ring on the previous call.

Least Recent ring strategy will ring the extension with the least answered calls.

PBXware allows you to set up your ring group so phones use a different ringing sound if calls are coming from ring group.

Caller ID Customization allows you to append the preferred string to the incoming caller ID number in order to distinguish call coming from the ring group or other extensions.

Custom greeting can be played to callers once their call enters the ring group.

Exit digit can be set to transfer the ring group call to the destination assigned as “Exit Destination”, usually an operator extension.

This option will ask ring group members whether they would like to accept or reject a call coming from the ring group.

Paging Groups feature works like standard paging, except this feature, allows you to organize extensions to multiple paging groups and assign a unique number to each of them. As this feature is used with access code *600, the paging group number is entered after the access code. For example, if we assign number 300 to paging group and add 4 extensions to it, once we dial *600300 we will be able to broadcast the message over the intercom to all the extensions added to paging group 300.

Set the “Ring group” open/closed times. Depending on the time when the call is received, the call can be redirected to different PBXware destinations.

Online Self Care

PBXware, the new OSC portal, has a Dashboard that displays all relevant information about users’ calls for that day. On the dashboard, users can see their voicemail status, total calls, the number of answered calls, talk time, and funds spent. In addition, Call Forwarding and Do Not Disturb are displayed to help prevent scenarios in which users forget to disable these services, causing their calls to be forwarded or rejected.

Online Self Care portal allows the end user to modify extensions, email address, password and PIN.

End users can download and listen to received voicemail messages and modify their voicemail settings for their extension from the Online Self Care portal.

This feature will allow customers to attach the transcript of voicemails when sending out emails to users as well as being able to access the transcripts inside OSC. Two transcription services will be supported in this version, Google Speech and IBM Watson.

Speech-to-text now supports Spanish and French languages.

Online Self Care portal allows users to see their call records, filter them by date, time and caller ID, and print or email CDR results.

In addition to checking their CDR records, end users are also able to listen and download their Call Recordings from the CDR page in the Online Self Care portal.

If permitted by the PBXware administrator, users can edit the Enhanced Services settings from their Online Self Care portal.

Status for the Call Forwarding and Do Not Disturb services is displayed, to help prevent scenarios in which users forget to disable these services.

If permitted by the assigned Service Plan, users can edit their Destinations Permissions from the Online Self Care portal.

With multiple registrations available, a user can see what devices are registered to their extension and from which IP address.

View the total number of calls, the number of answered calls, talk time, and funds spent.

Define the maximum number of users who can join the conference.

Integration with gloCOM allows you to create dynamic conferences by dragging users into an active call.

Define the Conference PIN that all users must enter to join the conference.

Integration with gloCOM allows you to create dynamic conferences by dragging users into an active call.

Define Conference Marked User PIN to authenticate the user as a Marked user in order to assign privileges.

When joining a new conference, members will be asked to say their names and press the # key before entering the conference. Their names will be recorded and played to other conference members as they join/leave the conference.

Turning on this option will announce the number of conference participants to a new conference member. e.g “There is currently one other participant in the conference.”

A conference admin user can perform the following actions:

1. Mute Control – mute one or more users

2. Volume Control – adjust the speaking volume of the conference

3. Kick Users – remove specific users from the conference

4. Eject Users – remove the last user who joined

5. Lock Conference – lock the conference to prevent new users from joining

6. Record Conferences

7. Music on Hold – play music for the first user who joins the conference; stop music when the next user joins

8. Wait for Marked User to Start Conference – users are not permitted to talk to each other until the marked user joins

9. Close the Conference when Marked User Leaves – all calls dropped when the last marked user leaves

10. Control Members of Conference – mute, add or remove participants

It is possible to assign conference privileges based on extension numbers. Available control options for each member are:

1. Admin: A user has full privileges to control the conference.

2. Marked: A marked user has limited privileges assigned by the Admin.

3. Talk-Only: A user only has permission to talk and will hear no conversation from the conference.

4. Listen-Only: The user only has permission to listen to the conference.

5. Exit Digit: Users can exit the conference by dialing any digit on their phones.

Conferencing

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IVRs (Interactive Voice Response)

IVR (Interactive Voice Response) is an automated answering machine which will guide callers to their destination by providing several choices and waiting for the caller to select through DTMF tones via a device keypad.

PIN-Based IVR allows dialing to local/remote destinations by providing a pre-set IVR PIN number.

Unlike Standard IVR, Multi -Digit IVR accepts two or more digits as a response from the caller.

Setting up an extension as a destination in IVR will forward the call to a specified extension number once the assigned digit is pressed.

Setting up IVR as a destination in IVR will forward the call to a specified IVR number once the assigned digit is pressed.

Setting up Queue as a destination in IVR will forward the call to a specified Queue number once the assigned digit is pressed.

Setting up Conference as a destination in IVR will forward the call to a specified Conference number once the assigned digit is pressed.

Setting up a Voicemail as a destination in IVR will forward the call to a specified extension number’s voicemail directly, without dialing the extension, once the assigned digit is pressed.

Set Remote Access as an IVR destination to enable users to dial into the system from a remote location and authenticate to their personal extensions and make calls as if they picked up their office phone.

With this option selected, you will have the ability to dial an extension by entering the first three letters of the extension’s last or first name.

Set Fax to E-mail as an IVR destination if you would like to receive faxes on PBXware. Fax will be sent to an e-mail address (if the SMTP server is configured on PBXware) and saved on PBXware where it can be downloaded from the FAX section.

In order to dial a specific number as an IVR selection, you must select Call External Number as a destination in IVR and enter the number which will be dialed once the selection is made.

You can append the preferred string to incoming Caller ID (for example IVR 1) to differentiate between multiple destinations that calls can come from.

If sound files in languages other than English are uploaded to PBXware, alongside the defaulted English language prompts, you can set voice prompts to be played in the preferred language once a call is routed to its destination.

Assign the number of extensions for calls to be redirected to when ‘IVR Status’ is set to ‘Off’.

Set preferred time values for Response Timeout, Digit Timeout, Selection Timeout, etc. If a timeout occurs, a voice prompt will alert the user. If the user fails to act, the call will be dropped.

Custom greeting enables administrators to play a greeting with IVR instructions once the caller gets to the IVR.

Set either Music on Hold or a ringing sound that callers hear once their calls reach the IVR.

This feature allows a caller to dial an extension number directly once their call enters the IVR.

Administrators can restrict extension dialing from IVR by defining a range of extensions that can be called directly.

Permissions are used to allow an organization to restrict who can enter an IVR. There are organizations where access to the IVR is only allowed to callers with a valid account number, but it can be used for other similar purposes.

Operation times enables the administrator to forward calls that are supposed to enter IVR to a different location depending on the date, day and time.

If sound files in languages other than English are uploaded to PBXware, alongside the defaulted English language prompts, you can set voice prompts to be played in the preferred language once a call is routed to its destination

When FAX recognition is enabled on your PBXware system, you can turn on FAX detection on your IVR by entering an e-mail address in the FAX Email field. This will automatically accept all FAX calls and send received FAXes to that e-mail address without any additional actions from the sender.

IVR Directory

This option directs callers to enter the starting letters of a user’s first name in order to dial their extension. Callers use the numbers that correspond to letters on their phone keypads.

This option directs callers to enter the starting letters of a user’s last name in order to dial their extension. Callers use the numbers that correspond to letters on their phone keypads.

This option directs callers to enter the starting letters of a user’s first and last name in order to dial their extension. Callers use the numbers that correspond to letters on their phone keypads.

If a name is recorded in the voicemail box by a user, the message will be played in the IVR directory instead of automated spelling.

This feature simplifies the search inside the IVR Directory by limiting searches to a group of extensions (departments) instead of the entire directory. This feature will assist when searching through the IVR if there are duplicate names in a system.

Operation Times

Set a different destination from the IVR destination to receive forwarded calls according to Operation Time rules.

Create a custom greeting to assign to Operation Times that notifies customers their calls will be forwarded to a different destination due to office closure.

You can define a specific day/time range when calls will be forwarded to a custom destination.

You can define the day/time range to forward calls after working hours.

You can define a default destination where calls will be forwarded during closed dates.

In Access Codes → Edit, the Operation Times group feature called “Midnight reset” is available. By default, this option is set to ‘Yes’, meaning that access codes will reset at midnight. If you change the setting to ‘No’, the midnight reset will be skipped.

Queues

Queue system allows you to receive more calls in your PBXware than your staff members can answer at the same time.

Record custom sound files for Greeting, Periodic Announce, Agent Announce, and Callback announcements for both the caller and agent.

Define the total time a call spends in the queue and what should happen with unanswered calls. Determine where they should be rerouted after timeout occurs.

Queue Announcements inform callers waiting in the queue what their current position is and for how long (approximately) they should wait before their call is answered.

Periodic announcement option allows you to play a custom message to the callers waiting in the queue.

You can preserve important customer calls by recording all queue calls.

This option allows you to define Exit Digit which will be used to allow users to drop out of queue calls. Depending on the queue settings they can be forwarded to an operator extension, voicemail or to initiate queue callback.

When the Ring All ringing strategy is selected, once a call enters the queue it will ring all available queue members at the same time.

This option is similar to round-robin memory, except the queue member orders from the configuration file. It is preserved so interfaces will ring in the order specified in this configuration file. If you use dynamic members, the members will be rung in the order in which they were added.

The Least Recent ring strategy will ring available agents with the least answered calls in order to distribute the calls evenly between all queue members.

You can easily add and remove queue members from the queue members management panel.

When the Linear ring strategy is selected, once a call enters the queue it will ring available queue members one by one in a specific order.

Set up disabled queue calling to mobile endpoints in PBXware.

Caller ID Replacement allows you to append the preferred string to the incoming caller ID number in order to distinguish calls coming from the queue or from other calls to an extension, for example Queue 1.

This option allows you to enable music on hold for callers that are waiting in the queue.

PBXware allows you to set up your queues to send a matching string to the phone so it is informed to use a different ringtone when calls are coming from the queue set up with this option. In order to use this feature, alongside PBXware, part changes must be made in the phone as well. For information on how to set up the phone please consult your device admin manual.

Queue ring strategies allow you to distribute queue calls more efficiently and according to your specific needs. You can assign one of the available strategies to your queues in order to ring queue agents or static members randomly or in a specific order.

Assigning different penalty levels to queue members will help you achieve more precise call distribution in your queues. Members with a lower penalty number will receive calls until all members with that penalty are busy or unavailable, which will move the call to members with a higher penalty number.

The Random with Penalty ring strategy will randomly ring available members of the lowest penalty level. In case all the members of that penalty are busy or not available, the call will move to members with a higher penalty level assigned.

The Fewest Calls ring strategy will ring available agents with the fewest calls received in order to distribute the calls evenly between all queue members.

Random ring strategy will randomly ring any of the available queue members.

Define the day/time range that calls will be forwarded after working hours.

You can disable queue calling to mobile endpoints in PBXware.

Sounds and Music on Hold

CRM Integrations

Easily upload, download and convert sound files from PBXware web interface or with PBXware Sound Converter desktop app.

In order to allow you to customize your system to your preference, Music on Hold classes can be easily assigned to queues, IVRs and even extensions.

For easier management, sound files are grouped in MoH classes, which contain one or more sound files.

Set up MoH MP3 streaming by simply linking to a streaming MP3 sound file.

To avoid playing the same sound files to callers all the time, it is possible to add multiple sound files to a singe MoH class and enable random playback. PBXware will shuffle the order files are played to avoid monotonous playbacks.

SugarCRM, SalesForce, Zendesk, Zoho, Microsoft Dynamics CRM, Bullhorn, Vtiger, The SuiteCRM, Pipedrive CRM

Play specific sound files to a queue or IVR based on information fetched from CRM. In the PBXware Home tab, click on the CRM menu and then on the Routing sub-menu. Set up rules based on which calls are to be routed. On DID/IVR, new destinations were added for this rule.

PBXware supports T.38 standard for faxing over SIP.

Send faxes via the gloCOM desktop app.

Receive faxes in digital form and automatically send them to specified e-mail addresses. Received faxes will remain on the server as well. It is possible to connect a fax machine to an ATA device in order to receive faxes in the conventional manner.

See a list of faxes received via the Fax to E-mail feature in the FAX section of PBXware GUI. Download your faxes in TIFF or PDF format to view on your computer.

Set general fax settings for your fax cover page, which will be applied on every fax sent from PBXware. Additional options are available in the gloCOM desktop client.

Choose CallerID when sending a fax from a list of predefined caller IDs.

Choose CallerID when sending fax from list of predefined caller IDs. gloCOM users can choose different caller IDs, from predefined list in PBXware GUI, for sending a FAX.

Fax

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