Author: The UC Buyer

Jeffrey Pearl of OTG Consulting shares his insights on a variety of topics in this hour long video. Topics include: The history of telephony and the wind down of PSTNHow to maintain work-life balanceImplications of the Avaya/RingCentral mergerSD-WAN and 5g The future of VARs

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Migrating to a unified communications infrastructure can be tricky for companies with lots of legacy equipment to deal with, including PBXs of both the TDM and IP varieties. Few are in position to simply rip out all of the old and install the new. More likely, it’ll be a phased migration, where old and new have to co-exist for some period of time. Perhaps you’ve got TDM interfaces you need to support for some subset of the organization. Or maybe you’ve got an IP-PBX that provides specific services that certain segments of your organization can’t do without, at least not…

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There is a very simple answer to this question. We will get to that answer later on, but in the meantime we will show you why you need bandwidth when you add UCaaS to your system. Desktop Computers Even before you look at adding a cloud based solution to your small or medium business, first look around at the bandwidth that is being used by all of the desktop computers network faxes and other utilities inside of your business. Do you have any times of the day when it is more congested and things seem to move slow? Do your…

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Schedule call routing is a useful service that will prohibit calls from going to places such as hunt groups and call centers when there is predictably nobody staffing them. With scheduled call routing you can avoid those after hours calls heading to an empty group. Within the service you should know where you want the calls to go if they’re not going to the business hours service. When to Schedule The obvious time to set a schedule is to cover your business hours, or more properly, the times when your business is closed. This is usually a morning schedule, an…

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When building call flows, it is easy to think of the everyday situations, like who is part of which hunt group or how the auto attendant buttons function. There are factors that tend to go unnoticed, and this article will discuss some of them. Internal, Outbound, and Inbound There are three directions in which call flow will move across your network. We can explore each one and offer advice on how to optimize their potential as well as highlight any gaps or potential missed opportunities that can be found. This article with a focus on the most complex of the…

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When building call flows, it is easy to think of the everyday situations, like who is part of which hunt group or how the auto attendant buttons function. There are factors that tend to go unnoticed, and this article will discuss some of them. Internal, Outbound, and Inbound There are three directions in which call flow will move across your network. We can explore each one and offer advice on how to optimize their potential as well as highlight any gaps or potential missed opportunities that can be found. This part will focus on the Internal and Outbound call flow…

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Crisantos Hajibrahim of Prodoscore speaks about some pitfalls that may arise in the formation of your UCaaS sales approach. “One of the things that I saw basically in working with these sales teams was I saw that an industry was changing, and it was changing so fast that the sales guys and the channel guys could not keep up.” When this happens, and your sales team cannot keep up with all of the development, you get to a point where “you have companies out there who are very strong sales and marketing companies, and they might not be strong in engineering and product,…

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Employing UCaaS technology in your business may seem like a great choice to save money by offering predictable telecommunication costs, reducing onsite hardware and maintenance, and switching from capital expenditures to operational expenditures. But there are ways you can use this technology to enable your sales team to be more productive and more accessible, as well. One number reach By utilizing either simultaneous or sequential ring, or better yet some kind of mobile application, your salespeople can be reached with a single number, regardless of where they are. One number on a business card or email signature is a big…

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How large should your company’s portfolio be? How many services are the right number to offer, and at what point does it get too large? Mike Cromwell and Dave Gilbert spoke with John Young and Derek Dionian from Netfortris about this very issue. In the UC space, there are a variety of periphery technologies that empower and enable the solution. Internet service, SD-WAN, networking, devices, and soft clients are just a few. It is intimidating enough for a customer to reach out to change something critical and core to their business, such as telephony, only to be told to pursue another vendor first for their Internet, and another for their network, and so…

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Average Handle Time This metric is one of the most commonly used to rate an agent’s performance due to the direct effect it has on profitability. If an agent can resolve issues in a short amount of time, he or she can improve First Call Resolution (FCR) and increase the Net Promoter Score (NPS). If an agent takes too long to get to a resolution, it means that fewer customers are served by that agent. Average Handle Time (AHT) is calculated by taking the total time spent on calls in a given time period and dividing that by the number…

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The move from traditional systems like the public-switched telephone network (PTSN) is in progress, and some enterprises have moved to session initiation protocol (SIP) as the preferred method to facilitate voice communications over the Internet. SIP Trunking offers some advantages over legacy systems, most notably scalability, reliability, and reduced costs. SIP Trunking also has its own set of challenges, especially where security is concerned. The SIP Trunk connects your legacy on-premises PBX with the PSTN through the Internet, rather than copper wires. It can also provide many new cloud-based. SIP Trunking Features According to sip.us, the most popular features of SIP…

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Brian Ficek, director of Channel Sales at Bigleaf Networks talks about how they work with Managed Service Providers. An MSP most often steps into an existing network or one that they have recommended. This can be challenging to add new services due to firewall restrictions and settings. Brian explains, “we’re not saying ‘hey, you need to rip that out or let’s poke holes in it,’ we are saying ‘we are going to drop in transparently.’” The Bigleaf solution works around the existing network by being as transparent as possible and leaving as much of the firewall untouched as they can. Related Blog: Bigleaf…

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We all know the number of homes with a residential landline is shrinking, due to a variety of factors. Despite this, having one number to reach the household is still present for more than half of the households in the USA, as of 2014. With Voice Over IP, or VoIP, service, the Internet is used to carry the phone connection to the outside world. Typically, a small box called an ATA (Analog Telephony Adapter) attach the existing home phone to the Internet via ethernet cable, and instead of paying multiple phone companies for access to analog lines, the Internet is the carrier. …

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When calls are placed across the Public Switched Telephone Network, the carriers which connect that call from the originating party to the terminating party each charge an access fee. These small charges add up to the toll cost for completing the call. This cost is owed by the originating party, much like postage is paid by the sender of a letter or package. Businesses realized long ago that they would attract more calls if they offered to pay the toll cost for calling their number, so many offer so-called toll-free numbers. They are free for the originating party to dial,…

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In order to incorporate analog equipment, such as overhead paging, older style conference phones and fax machines into a VoIP or UC solution, an adapter is necessary. Usually taking the form of a small box with inputs for ethernet cable and for the smaller, traditional phone connection. Connection to AC power is almost always required as well. But, with as few as three connections on the Analog Telephony Adapter (ATA), they are simple to hook up. How is an ATA Used? ATAs are needed to use an analog device on an UC network. A VoIP phone, for example, has a…

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Power over Ethernet, or PoE, describes a system that passes electrical current along twisted pair wiring, like that which is found within ethernet cables. The amount of electricity necessary to power a UC device is relatively small, well under 60 volts (whereas a standard AC outlet provides twice this amount). The router itself must send out the voltage, which is something to consider if you have to upgrade the LAN equipment anyway. PoE routers are more expensive than unpowered ones, so understanding how they work and what they can offer will be important to justify the price. What Types of…

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When any new technology emerges onto the market, it arrives in waves. Early adopters get access to the features first, but they also endure the setbacks, the bumps that need to be smoothed out, and of course the prices that have not had a chance to settle at a more reasonable spot. “We are at a spot in the cloud development that people are buying, and it’s no longer what I call the first wave of technology,” according to Rob Shelby, Sr. Director of Channel Sales at RingCentral. “People are excited about it.” Rob is looking forward to some new transformations, too.…

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“Welcome to San Diego. This is the site of KAZOOcon 2019.” – Dave Gilbert Three Key Parts of Communication with Blair Pleasant of BCStrategies Freshly Branded Poly is Coming for Your Business with Darren Knapp of Poly The Solutions Provider Business Model with Mark Diaz of Vinix Customer Retention with Michael Sterl of Cloud Optik

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Michael Cromwell and Dave Gilbert had a chance to ask Alan Rihm, CEO of Coredial about his thoughts on the CPaaS industry. “What’s hot for us, right now, is contact center” says Alan, and he elaborates with “it’s contact center through the channel and for the SMB/SME.”This seems to be promoting what appears to be a complex solution to small businesses. What can a contact center possibly provide for these smaller players? Alan has the answer, “what we want to do with contact center is the same thing we do with UCaaS.” Modern white-label providers have portals to allow their partners to self-provision, and…

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Our own Dave Gilbert had a chance to chat with Sid Castle, channel account manager with Avaya, at the Channel Partner Expo 2019, and they spoke about how Avaya has stayed ahead of the curve in the evolving telephony sphere. Sid explains, “we are the manufacturer of everything – phones, headsets, software – everything is built in-house.” With roots tracing back to Alexander Graham Bell, Avaya has been able to move about three and a half million seats to the cloud and transition on-premise IP PBX to cloud-based with minimal disruption to its customers. When they offer deals, they can include the…

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