Online management with My Windsor

My Windsor is your personal online account with Windsor Telecom enabling you to take full control of your Windsor numbers 24 hours a day. Here you can;

• Modify the settings on your call management features.
• Upgrade your package and add additional features or minutes, as your business grows.
• Take advantage of monthly special offers on our numbers.
• Contact your dedicated account manager easily.

Vision online call statistics

Call statistics are often misunderstood.

Gone are the days when call statistics were only beneficial for call centres. Thousands of our customers of all shapes and sizes find Vision invaluable because;

• You can see your engaged and missed calls, which will show you if you are missing potential sales, donations, or enquiries.
• See the location of all of your callers, using an interactive map and graph. This allows you to get a better understanding of your customers and marketplace.
• Analyse and enhance your marketing or advertising. For example, see how many people are calling you as a result of coming to your website. Also where in the UK they are calling from.
• You can determine how many extra enquiries you are getting from throughout the UK on your new non-geographic number.
• Identify your busy periods, so that you can plan staffing more effectively.
• Monitor and therefore improve the time taken to answer all your calls.

Dedicated Account Management

For complete peace of mind you’ll have a dedicated account manager and personal point of contact from day one.

You will have a direct line through to them with ongoing support, so someone will know your name and business and you won’t get passed around the houses.

Just one of the comments we’ve received over the years;

Our account manager Jen is brilliant. A dedicated contact is much better than having to speak to different people and repeat any queries again and again.

Claire White, Executive PA, Cynon Taf Housing Association

Route to any UK landline

Your new non-geographic number will work in tandem with your existing phone numbers. This call management feature means you can;

• Control where you want to receive your calls at anytime.
• Instantly reroute your non-geographic number to any UK landline, mobile or international destination.
• Reroute your number via the web or any phone by using your keypad.
• This is particularly useful for out of hours.
• Great for disaster recovery in an emergency or if your landline goes down.

You can also route to a mobile phone and internationally. See below for more details

When routing to mobile or internationally a standard credit check is required and divert rates apply.

Intro message

Welcome your callers with a professional intro message.

• You can personalise this to introduce your business or organisation.
• Also why not promote a strap line, sales message or your website.
• Create a professional impression every time your potential customers contact you.
• You or a member of your team can record the message.
• Alternatively, we can help you get your message professionally recorded (professional charges apply).

Voicemail to email

• Get all your voicemails sent to your email inbox as audio file attachments.
• Simply listen to voicemail on your PC.
• Change the email address at anytime.
• Forward voicemails to relevant staff.
• Easily manageable by storing audio files in your email folders.
• Can work with Blackberrys and other mobile phones which are email compatible.

Call whisper

This call management 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 ear piece seconds before the call is answered.

This is particularly useful for helping you answer calls more professionally. For example;

• If you work from home, you’ll know if each call is personal or business related.
• Route your non-geographic number to a mobile phone and you’ll be able to identify if your call is personal or business related.
• If you operate more than one brand/company and have separate non-geographic numbers routed to the same landline or mobile, you’ll be able to answer calls appropriately.

Learn more about the advanced features with Call whisper on Package 2

Amount of targets

Targets are the people or telephone numbers your call management package will try to connect callers with.

The Inclusive Package has 1 target, which you can change at anytime e.g. your main landline or mobile etc. Calls can go to Voicemail to Email when unanswered, if you wish.

However Package 2 includes 3 targets, which means this feature will try 3 different people or phone numbers before the call goes to voicemail. With Package 3 you get 5 targets.

You can set the length of time this feature tries to connect with each target. For example, a call could go to Target 1 (e.g. your main landline) ring for 30 seconds and then try your Target 2 (e.g. mobile or second landline).

This is great for business because;

• You’ll be able to answer more calls and deal with more sales enquiries etc.
• A call can try your landline first and then your mobile phone (or vice versa).
• 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 ‘Call Answering Service’ if you are unable to answer the phone within a set time.
• 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 hold of you or go to voicemail.

With Package 2 or 3 this is an extremely effective feature, which enhances your customer service and ensures you are able to answer more sales enquiries etc.

Route to mobile

Your new non-geographic number will work in tandem with your existing mobile number meaning you can;

• Control where you want to receive your calls at anytime.
• With your call whisper feature you’ll know if the call is business related or personal.
• Instantly reroute your non-geographic number from your mobile to any UK landline or international destination.
• Reroute your number via the web or any phone by using your keypad.
• This is particularly useful for out of hours.
• Great for disaster recovery in an emergency or if your landline goes down.

When routing to mobile a standard credit check is required and divert rates apply.

Fax to email

With your new Fax to Email feature all your faxes will come though as email attachments. There is no need for a traditional fax machine.

You’ll be able to choose your own fax number free of charge and benefit from the following;

• Get faxes straight into any email inbox.
• A greener solution than a fax machine.
• Fax to Email has no paper or maintenance costs.
• Share faxes easily with colleagues by simply forwarding emails.
• Store your faxes using your email folders.
• No need to install any software or equipment.
• Ensure complete confidentiality of all faxes as they don’t lay around in a fax tray.

Time of day routing

Allows you to set your opening hours and deal with callers appropriately. This is an extremely effective feature as;

• You can start taking calls at a set time and then route callers to voicemail or another number (e.g. your mobile) at a different time.
• Each day can have separate start and finish times (e.g. Mon-Fri – 9am-5pm / Sat-Sun 10am-4pm).
• Customers will always get dealt with effectively and you don’t have to worry about changing settings each day.
• If you wish, you can route calls to a 'Call Answering Service' at a set time (e.g. in the afternoon).
• If you only work 'in the office' 3 days a week all other days can be set so callers can go to voicemail or your mobile.

This smartens up the way you deal with calls and can be changed instantly and at anytime.

Mid call transfer

• Transfer calls to any UK landline or mobile*
• Your main incoming phone lines are freed up to answer more calls.
• Multiple offices or departments can act as one.
• Customer service is enhanced as customers will not need to hang up and redial to reach the right person.
• Receive and manage simultaneous calls.

* Call charges apply when transfering calls to mobile.

Route internationally

Your new non-geographic number will work in tandem with an international phone number. This means you can instantly reroute your non-geographic number to any international destination.

• Great if you travel abroad a lot or from time to time.
• Change this destination using any phone or PC with internet access.
• Perfect for businesses who do business in the UK, but operate elsewhere in the world.
• Control where in the world you want to receive your calls at anytime.
• Reroute your number via the web or any phone by using your keypad.

When routing internationally a standard credit check is required and divert rates apply.

Option/Menu

This is a superb feature for any organisation that experiences fairly high call volumes.

• With Package 2 you can give your callers up to 4 options. 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 one for customer services, 2 for accounts, 3 for sales etc.
• Improve staff productively and reduce costs by allowing callers to choose an option and go straight to the person/department they need (e.g. press 1 for sales)
• Your callers will not get irritated as your phone lines will not be engaged and they won’t be passed around to get to the right person.
• You can record individual announcements for each option.
• This feature becomes even more powerful if you upgrade to Package 3 as you will have up to 10 menu options and a whole lot more.

The huge benefit here is that your customers will experience great customer service and will not hesitate to call you again in the future.

Caller queue

Callers that try to reach you when your call management package is set to receive calls (using ‘Time of Day Routing’) can be queued if all staff or all phone lines are busy.

This is great for business because;

• It enables you to answer and deal with more calls and sales enquiries.
• You have full control and can view and manage your call queue easily online.
• Callers are encouraged to stay on the lines, with hold music and apology messages.
• You can choose your preferred hold music from; Classical, Easy listening, Light Rock, 80’s or Pop.
• You can introduce marketing messages regarding new products or promote your website.
• There is no need to install costly equipment.
• You can set when you’d like the queue system to work using ‘Time of day routing’.
• Callers go straight to next available person.
• It integrates with your Options/Menu feature meaning you can have a separate queue for each Option e.g. for the sales team, for customer services, for account, technical support etc.

Call Record

Until recently, the only option for businesses wishing to record calls was to purchase and install costly digital recording equipment located on site.

With our Call Record feature everything is handled online.

Our call record feature is great because;

• Record all your inbound calls.
• If you operate in the financial services sector it may help you meet your legal requirements (please let us know your legal requirements).
• It will save you scribbling notes as you can record all those important phone calls.
• You’ll have access to all your recordings via the web.
• No need to install any expensive equipment or hardware.
• Share call recordings with your colleagues.

What happens if I use up my inclusive minutes?

0800/0808 will be charged at 4p per minute.

0300/0303/0333/0330 will be charged at 1p per minute for our Inclusive Package and 0.5 for Packages 2 and 3.

0845 are not affected as you get unlimited minutes.

0844 is not affected as you simple get the pence per minute rate associated with your package e.g. 2p for Package 3.

Vision API

Vision API allows you to fully integrate and control your call statistics with your own in house systems using a web service.

Our standard Vision has it's own user friendly control panel where you can run different reports and download information. With Vision API you can use the raw data to create your own control panels and reports.

This is perfect if you:

• Have someone in house who has responsibility for your IT or telecoms systems.
• Need more bespoke reports than our standard Vision offers.
• Wish to be in complete control of your data.

Multiple Time Zones

This is an advanced version of our 'Time of day routing' feature. This allows you to be even more specific and flexible with the times you receive your inbound calls.

With this feature you could have more than 1 time zone. For example from 9am-12pm calls go to phone number A, from 12pm-5pm calls go to phone number B and from 5pm-9am calls go to phone number C.

This is perfect if you:

• Need to share calls between staff.
• Have offices or call centres overseas.
• Use a call answering service.

Sub Options/Menu

This is an advanced version of our standard 'Options/Menu' feature. With sub menus on Package 4 you will be able to offer callers further and more specific options. For example: "Press 1 for Banking" > caller hits 1 key > "You now have 3 options, please press 1 for personal banking, 2 for business banking and 3 for any other enquiry.

This feature can be set up to meet your specific needs and organisation and grow and change as you wish.

This is perfect for larger businesses with departments or anyone who wants to save money by not having a PBX system in house.

Flexible Audio Uploads

This feature allows you to be completely in control of your own audio messages (e.g. intro/queue/menu options messages etc.)

With Package 2 & 3 you'll need to liaise with you account manager about changing your audios once they are set. However with Flexible Audio Uploads on Package 4 you can take off and upload new audio messages as you wish.

This is perfect if you:

• Wish to regularly change your audio messages announcements on your intro/queue/ menu options. E.g. to promote special offers or events etc.
• Have someone in house who has responsibility for your IT or telecoms systems.
• Have the need to change your audio on a regular basis.
• Are a rapidly growing business.

Recorded Announcements

This allows you to set one of your menu options to play a pre-recorded message to callers, which you have complete control over.

This is perfect for:

• Providing information which is frequently requested e.g. directions or opening hours etc.
• Giving your customer access to information 24 hrs a day.
• Saving money as your staff will spend less time dealing with common enquiries.
• Emergency information for staff or customers etc so if necessary hundreds of people can get the same information at once.
• Opening hours.
• Cinema times.
• Exchange rate or banking information.
• Service updates e.g. phone network announcements or bus/train delays.

Recorded Announcements

This allows you to set one of your menu options to play a pre-recorded message to callers, which you have complete control over.

This is perfect for:

• Providing information which is frequently requested e.g. directions or opening hours etc.
• Giving your customer access to information 24 hrs a day.
• Saving money as your staff will spend less time dealing with common enquiries.
• Emergency information for staff or customers etc so if necessary hundreds of people can get the same information at once.
• Opening hours.
• Cinema times.
• Exchange rate or banking information.
• Service updates e.g. phone network announcements or bus/train delays.

Inclusive Minutes

*pence per minute out-payment