nCall Telephone Answering Software FAQs

What is telephone answering service software?

Telephone answering service software integrates with your telephone system so that client information ‘pops’ on screen, based on the number the caller dialled. The call is then completely dealt with within the software program. Software such as nCall also consolidates many other services into a single application such as message taking, order taking, billing reports and CRM.

Who is nCall for?

nCall is for new and existing telephone answering services, virtual receptions & PAs, inbound call-centres or any other business looking for advanced inbound call handling software.

I want to go ahead with nCall for my answering service, but I’m worried about the transfer and setup?

Our dedicated support team will be happy to help you get up and running, handling the installation and setup remotely for a small fee. We have a variety of optional services (e.g. Data Import) that will help you transition to nCall. Get in touch for further information.

Why nCall?

nCall is a mature feature-rich software package, developed over the past 15 years by experienced software engineers. nCall is a product you can trust.

What are the support options?

SMV is our Support, Maintenance and New Versions package. It’s an optional subscription service to ensure you’re always running the latest version of nCall and have technical support from the nSolve team whenever you need it. You get the first 12 months of SMV for free with your first licence purchase and the SMV package is included if you rent nCall.

What else does nCall do apart from answer and transfer calls?

Lots more… get in touch to watch our extensive demonstration video to learn about the many features of nCall. Short on time, click here to see nCall’s list of features.

What do I need to start an answering service?

The short answer is: an operator, a phone, a telcoms solution that supports DID/DDI numbers, a computer, a means to send emails & text messages and ideally our nCall telephone answering service software! For a fully detailed answer please see How to start an answering service and request our free guide.

We use VoIP – is that okay?

Of course! nCall currently supports Snom and Yealink VoIP handsets, or you can use it’s own built-in softphone, called Buzz.

Some of my operators work remotely – can they still use nCall?

Yes! By using a VPN, remote operators can connect to your nCall server from anywhere with a steady internet connection.

nCall looks great, but if I make the change how long will it take to train my staff?

When nCall is installed and set up, your operators can be up and running in under 15 minutes!

Is nCall suitable for start-up answering services or virtual receptions?

nCall is perfect for a start-up answering service or virtual reception. We also have a handy guide for start-up answering services available free of charge.

Is nCall a web-browser app, or based in the cloud?

Neither – nCall is installed on your Windows-based PC or laptop, meaning you’re not beholden to internet speeds or web-browser issues. Because nCall is installed locally it runs super quick, too!

If nCall is installed locally, do I need a powerful computer to run it?

No, the system requirements are actually very low. You can see the required specs here.

I’m not sure if nCall will work with my current setup?

nCall is compatible with most telephone systems (traditional and hosted) but if in doubt, get in touch and let us know what systems you’re currently using, and we’ll let you know if it will work.

I want to go ahead with nCall for my answering service, but I’m worried about the transfer and setup?

Our dedicated support team will be happy to help you get up and running, handling the installation and setup remotely for a small fee. We have a variety of optional services (e.g. Data Import) that will help you transition to nCall. Get in touch for further information.

How much is nCall?

nCall licences can be purchased or rented, with prices decreasing as you add more operators. We do our utmost to keep costs to a minimum but we welcome you to get in touch for further information.

Does nCall support message taking?

nCall uses a very advanced message action tool that allows each individual contact associated with your clients a set of unique message actions in case the contact is busy or unavailable. nCall can send emails, SMS, and pager & fax messages to suit your clients’ needs.

Can I backup the nCall database?

You host all of your own data on your designated nCall server, and nCall will back up this data automatically as often as you like, at a time that you decide.

Can nCall integrate with existing phone systems?

Yes, nCall integrates with a variety of VoIP and TAPI-based phone systems. It allows operators to fully handle calls from within the dashboard, including answering, transferring, holding, and ending calls.

Is operator training required to use nCall?

nCall is designed for ease of use. With less than 15 minutes of training, a new operator can start using the nCall operator dashboard effectively.

What additional modules are available?

nCall offers optional modules such as Buzz Softphone for integrated call handling, nCall Online client portal for secure message access, Postcode Server for address lookups, and nCall REST API for extended functionality.

What are the IT requirements for nCall?

nCall requires a PC or laptop with Windows 8.1 or later for operators, and a server with Windows Server 2012 or later for data sharing between operators. An internet connection is also required, especially for VoIP solutions.

How does nCall handle data security and privacy?

nCall ensures data security with features like encryption at rest, database backup tools and support to help the TAS meet GDPR/HIPAA compliance if used correctly. The software allows for data anonymization and secure data transfer to protect client information.

Can nCall be customized for specific client needs?

Yes, nCall offers a custom form designer that allows for the creation of tailored message-taking forms. This feature enables operators to collect specific information as per each client’s unique requirements.

How does nCall deliver messages to clients?

nCall supports various message delivery means, including email, SMS, fax, and secure online messages via the nCallOnline portal. It can also integrate with third-party systems for flexible message delivery options.

What kind of data analysis and reporting does nCall offer?

nCall provides comprehensive reporting and statistical analysis features. Users can access over 30 built-in reports covering aspects like average call handling time, client call handling time per month, and operator call statistics. Data is exportable for further analysis.

Does nCall offer solutions for billing and charge schemes?

Yes, nCall supports numerous billing schemes and charges, allowing for the automatic logging of calls for client billing reports. It can handle various billing schemes including pay per message and pay per minute.

Is nCall suitable for startup answering services or virtual receptions?

nCall is an ideal solution for startup answering services or virtual receptions. It’s scalable and supports both new and existing telephone answering services, making it a versatile choice for businesses of all sizes.

Can nCall be used by remote operators?

Remote operators can use nCall seamlessly by connecting to the nCall server via a VPN. This feature ensures that remote operators can handle calls and access necessary information from any location with an internet connection.

How does nCall support call handling for multiple clients?

When an inbound call is received, nCall displays the appropriate client record, allowing the operator to see the specific greeting and other client-level information. This feature ensures professional and accurate call handling for multiple clients.

How does nCall handle operator information and focus?

nCall’s built-in homepage feature gives operators an overview of important information, client news, tasks, and personal stats. This keeps operators informed, focused, and efficient in their call handling tasks.

Are there any geographical limitations to using nCall?

nCall can be used by businesses worldwide, as it supports both local and remote operators. Its compatibility with various phone systems and internet-based operation makes it accessible globally, regardless of geographical location.