Choose to add as many of the call handling features below to tailor your service to meet your exact needs.

Audio Announcement

Choose to promote your website, latest promotional offer, event or urgent news flash. For example: "Welcome to ABC Cars where we are currently offering a 3-year warranty on vehicles. Please visit abc-cars-uk.com."

• Also known as Recorded Information Lines
• Record your own phone greeting and upload using My Windsor (free
• Or we can record your phone greeting using our professional equipment (from £30)
• Or outsource the recording to our professional voice-recording partners (from £200)
• Use an 0844 number and earn a call revenue of 2p per minute

Sample Audio Announcements

Audio Whisper (Call Whisper)

This feature is designed to make you aware of the type of call you are about to receive. This is 'whispered' to you through your phone earpiece seconds before the call is connected. Or the number the caller has dialed flashes up on your phone's display*.

• Helps you answer calls more professionally
• If you work from home, you'll know if each call is personal or business related.
• When on your mobile, you'll know if each call is personal or business
• Perfect if you operate more than one brand or company
• Your phone must have caller display activated for this feature to work
• An option to accept or reject the call is also available (on audio version)

See an example Call Whisper setup »

Sample Call Whispers

Call Queue

Our Call Queue service allows you to queue your callers without any expensive in-house equipment. This extremely modern and professional queuing solution can be controlled online via your MyWindsor account.

• Avoid engaged calls and handle more sales/enquiries
• No need to install or maintain any expensive in-house equipment
• Upload a pre-recorded welcome message and change this via My Windsor
• Callers are seamlessly put through to the next available agent/target number
• Callers are encouraged to stay on the line with hold music or apology messages
• Set the maximum number of callers that can be held in the queue
• You can choose your preferred hold music from: e.g. Classical, 80's or Pop
• Play marketing messages, important announcements, or promote your website
• Callers can be informed of their queue position number
• Set time intervals for messages/announcements
• View and manage your call queues easily online using My Windsor

See an example of Call Queue Setup »

Sample Call Queue Audio

Classical
Pop
Light Rock
Eighties
Easy Listening

Call Record Inbound

With our Call record feature, your inbound calls are recorded at network level and can be stored, viewed and played via the web using MyWindsor. There is no need for expensive hardware, visits or installation of equipment.

• Record all your inbound calls
• Perfect for monitoring operators or training purposes
• Share call recordings with your colleagues
• Save time on note-taking as calls can be replayed
• View the last 30 days calls in My Windsor and download in MP3 format
• You can start and stop recording at any time during the call
• No need to install any expensive equipment or hardware

Please note:
If you operate in the financial services sector please let us know your legal requirements, so that we can ensure this feature is suitable

See an example Call Record setup »

Intro Message

A professional phone greeting is a great way to introduce your organisation and give your callers a memorable first impression. Record the intro message yourself, or upload a professional recording.

Choose to promote your website, latest promotional offer, event or urgent news flash. For example: "Welcome to ABC Cars where we are currently offering a 3-year warranty on vehicles. Please hold to speak with one of our team."

• Your callers instantly know they have got through to the right organisation
• Helps reassure callers that their enquiry will be dealt with efficiently
• Record your own phone greeting and upload using My Windsor (free)
• Or we can record your phone greeting using our professional equipment (from £30)
• Or outsource the recording to our professional voice-recording partners (from £200)

See an example Intro Message setup »

Sample Intro Messages

Virtual Switchboard (up to 4 options)

This feature is ideal if your organisation has various departments or offices. Callers can choose an option and get straight through to the right place.

• By giving your callers options you enable them to choose who they wish to speak to and define the type of enquiry they are making e.g. press 1 for customer services, 2 for accounts, 3 for sales etc.
• You can record and upload unique announcements for each option
• Improve customer service, staff productivity and reduce costs
• Your callers will not get irritated as your phone lines will not be engaged

See an example Virtual Switchboard setup »

Virtual Switchboard (5+ options)

This feature is ideal if your organisation has various departments or offices. Callers can choose an option and get straight through to the right place.

• By giving your callers options you enable them to choose who they wish to speak to and define the type of enquiry they are making e.g. press 1 for customer services, 2 for accounts, 3 for sales etc.
• You can record and upload unique announcements for each option
• Improve customer service, staff productivity and reduce costs
• Your callers will not get irritated as your phone lines will not be engaged
• You can include up to 3 Targets, or a Queue, or an Audio Announcement

See an example Virtual Switchboard setup »

Advanced Virtual Switchboard (sub-menus)

This is an advanced version of our standard Options/Menu feature. With sub menus you will be able to offer callers further and more specific options. For example: "Press 1 for Banking" > caller presses 1 key > "Your now have 3 options, please press 1 for personal banking, 2 for business banking and 3 for any other enquiry.

• A flexible feature that grows with your organisation
• Change options and messages at any time via My Windsor
• This is perfect for larger businesses with many departments
• Replaces expensive in-house PBX phone systems

See an example Virtual Switchboard setup »

Mid Call Transfer

This feature frees up your phone lines and allows you to transfer calls between offices or departments. You pay no divert charges as the caller pays the entire call cost.

• Simply press # to transfer a call to anywhere in the World*
• The call is transferred in our network, thus freeing up your phone lines
• Customer service is enhanced, as customers will not need to hang up and redial to reach the right person
• You can answer more calls and save money on installing extra phone lines
• Multiple offices or departments can act as one
• Save money on divert costs if you frequently transfer calls to another location as the caller pays for the entire call unless transferred to a mobile or abroad
• No need for expensive phone systems and no maintenance costs

* With International Routing enabled

Multiple Diverts (3 Target Numbers)

Set your Windsor Number to try up to 3 locations (i.e. office, then mobile, then home).

• Change your 3 target numbers via the web
• Choose to send unanswered calls to Voicemail
• Control the number of rings for each target (between 1 and 300 seconds)
• You'll be able to answer more calls and deal with more business enquiries
• You don't have to worry about rerouting your number all the time if you are in and out of the office. Simply route to your main landline first, then your mobile and maybe a colleague or secretary.
• You can route calls to a 'live call answering service' when busy
• Your callers will never hear an engaged tone

See an example Multi Divert setup »

Multiple Diverts (4+ Target Numbers)

When your Windsor number is called, you can preset any number of target numbers. You can set the length of time this feature tries to connect with each target. For example, a call could ring Target 1 (e.g. your main landline) for 30 seconds and then try Target 2 (e.g. mobile or second landline) etc.

• You'll be able to answer more calls and deal with more sales enquiries etc.
• You don't have to worry about diverting your number if you are in and out of the office
• Choose to route calls to colleagues, your secretary or other offices if you are unable to answer a call.
• You can route calls to a live Call Answering Service if you are unable to answer the phone.
• You can set each target to ring for a specific time between 1 and 300 seconds
• Your callers will never hear the engaged tone, they will always be able to get through or leave a voicemail

See an example Multi Divert setup »

Ratio Targets

This clever feature allows you to distribute call volumes based on percentage splits:

• You can choose up to 10 different targets and assign these targets with a specific weighting (which must be a multiple of 10%).
• For example, you could have one target with a weighting of 80% and a second with 20%. This means the first target will receive 80% of all calls and the latter, 20% of all calls.
• One way to use ratio targets could be to target different sales teams based on capacity. Another could be splitting calls between workers not based in the office, to ensure they’re fairly distributed. If you have five home workers, each would be assigned 20%
  of the calls.
• If a call isn’t picked up, you can still route it to a different group (if used with our Multiple Targets feature), or Voicemail to Email.

See an example Ratio Targets setup »

Simultaneous Targets

Calls to your number can be targeted to ring up to 7 target numbers at the same time. The first person to pick-up will receive the call. The target numbers can be located anywhere in the UK.

• Ideal if you have homeworkers
• Great if you have analogue landlines with no hunt group features
• Encourage sales people to answer calls more quickly
• Use with Mid Call Transfer feature for an inexpensive PABX alternative

See an example Simultaneous Targets setup »

Sub Accounts

When using MyWindsor, as the primary account holder (or contact) you can restrict access for any additional contacts by using the Sub Accounts feature.

This feature will help you keep control, but allow certain members of your team to see important information. For example, you may wish your marketing team to use the Vision feature, but not have access to the rerouting of numbers etc. This feature can be tailored to your needs.

Get in touch about Sub Accounts

Multiple Time Zones

This is an advanced version of our 'Time of day routing' feature. You can be more specific and flexible with the times you receive your inbound calls and you can have more than one time zone. For example from 9am-12pm calls go to target number A, from 12pm-5pm calls go to target number B and from 5pm-9am calls go to target number C.

• Perfect for sharing calls between staff
• Ideal if you have offices or an overseas call centre
• A great solution if you use live call answering services out of hours