Our articles on business telephony
A call where you only hear on one side: the five causes
One-way audio is the most common fault in IP telephony, and it is almost always the same culprit: something on the path of the sound, not the signaling.
Read the articleHow many simultaneous calls should you plan for
This is the number that determines the sizing of a phone system, and the one nobody knows. Here is how to estimate it without being off by a factor of two.
Read the articlePorting your phone number: the process, step by step
Number porting is intimidating because it touches what's printed on your business cards. Here is the real process, and the only two moments where anything is noticeable.
Read the articleWhich queue strategy to choose
Ringing everyone at once is the default setting, and it's rarely the right one. Each strategy answers a different question.
Read the articleRecording calls without breaking the rules
Recording is useful for training and for evidence, and it is regulated. Four questions to ask before turning on the feature.
Read the articleThree firewall settings that break phone calls
Almost every IP telephony fault blamed on the network comes down to one of these three settings, and two of them are turned on by default.
Read the articleSoftphone or desk phone: which one should you choose?
The question comes up with every new phone line. The right answer is often "both", provided you understand what each one does better than the other.
Read the articleWhat is a SIP trunk, and when do you need one?
The term sounds technical, but the thing itself is simple: it's the link that connects your existing phone system to the telephone network, over the internet instead of physical lines.
Read the articleWhich number should you display when you call?
The number your recipient sees decides whether they pick up. This setting is configured phone by phone, and it changes your answer rates more than people think.
Read the articleA voice menu that helps, instead of getting people lost
Press 1, press 2, press 3... The voice menu has a bad reputation, and it's often deserved. Here's how to turn it into a shortcut instead of a maze.
Read the articleMeasuring a call center: the metrics that matter
It's easy to drown a call floor in numbers. In practice, four or five metrics are enough to know whether your customers are well served, and where to reinforce.
Read the articleScreen pop: what it changes
Seeing the customer's record open before you even pick up sounds like a minor detail. In practice, it's what separates a call you endure from a call you're prepared for.
Read the articleAn AI voice agent: when it helps, when it annoys
An agent that answers the phone and understands a full sentence isn't science fiction anymore. The question is where to use it, and more importantly, where not to.
Read the articleRemote work: one number, wherever the team is
A scattered team doesn't need everyone handing out their personal mobile number. It needs the company number to ring in the right place, without the customer knowing where the answer is coming from.
Read the articleTranscribing and analyzing your calls: what it's for
Recording a call is common practice. Transcribing and analyzing it changes things: you stop replaying everything just to find what matters.
Read the articleSwitching carriers without cutting off calls
The fear that blocks every phone system change is switchover day. It's a legitimate fear, and it can be addressed: a migration is prepared so that nothing stops.
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