VoIP has become increasing popular in recent years. VoIP uses an internet connection to transmit voices from one user to the other and allow conversations to take place as they do over a telephone. This was originally achieved by the use of a microphone and speakers on a computer, but now can be done using VoIP phones (much like telephones) or telephone adapters, meaning users can use their existing telephones.

The key to VoIP’s popularity is the cost savings that are possible. The technology is much cheaper to run than landline telephones, meaning providers are able to charge their customers less. The quality, which was previously poor, is improving, meaning the previous disadvantages are often not relevant. This is dependant on the internet connection and the quality of the provider. (more...)

ShoreTel has a family of new media gateways. The more interesting switches are referred to as SGV switches. There is an SG50V and an SG90V that differ only in the number of FXO and FXS ports that they support. What makes these switches (i.e. media gateways) so interesting is that they have a LINUX kernel built in to support a Compact Flash Card which enables localized Automated Attendant and Voice Mail. In the world of ShoreTel’s “single image solution” we have the concept of a DVM (e.g. Distributed Voice Mail sever. The DVM are typically deployed at remote sites and, as explained in previous blog, provide for a level of resiliency (not redundancy) in your multi-site solution. More importantly, as the DVM enables Voice Mail and Automated Attendant to be localized at a remote site, it keeps these bandwidth intensive functions off your very expensive WAN.

For example, if I have a New York HQ site with users, media gateways and workgroup services; I might have a North Carolina remote site with a DVM, media gateways and users.Workgroups are currently NOT a distributed service, so any workgroup functions will require the HQ server. However, in North Carolina I can assign the users at that site to Voice Mail boxes on the DVM at that site. Callers to telephone lines that terminate on media gateways at that remote site will be answered with an Automated Attendant that lives on that remote DVM, eliminating the need to stream that media across the very expensive WAN. (Note: historically the media stream was G711 as it originated from the server regardless of the Inter-site codec.Recent release of ShoreTel enable a HQ media gateway to proxy the media stream enabling the use of the lower bandwidth Inter-site code). Should the DVM at the remote site fail, the HQ server would take over for the remote site. In this way VM and AA are still provide to the remote users. (more...)

Call Handling modes has always been one of ShoreTel’s most popular user features. The concept is simple: define how you want the system to process an incoming phone call to your desk in case you are “out of the office”, “in a meeting” or “sitting at my desk”. Before ShoreTel, the company receptionist would have the responsibility of putting a caller on hold, calling your extension, finding out you are away from you desk and then asking the caller if they want to leave a message. For me the most exciting aspect of the ShoreTel Call Handling modes is the fact that the Operator no longer has to be responsible for call deposition. The Operator plays the role of greeting and salutation, but now each ShoreTel extension user can create their own call flow eliminating the requirement that Operator stay with the call until the very end. Typically the message acquisition and retrieval functions kick in if you are away from you extension, but ShoreTel has enabled the individual user to create more productive call flow resolution strategies.

If your job role is part of a larger group, it may be more appropriate to ask the caller to press zero to speak to another member of you team. Let’s not defer a client request for assistance or a new sale opportunity just because you were not at your desk! For those “must be found” professionals, ShoreTel has a very flexible “find me” call flow strategy. Just ask the caller to hold the line for a moment while ShoreTel tries to locate you when VoIP solutions in general and ShoreTel in particular. These call handling options are set by the individual, under the individuals control without system administration training and without requiring the Operator to keep other callers holding while desperately taking messages or trying to locate you.Now that is an example a increasing worker productivity! ........ (more...)

One of the more interesting aspects of PBX system installation in general and ShoreTel in particular, is the subject of Legacy PBX integration. There are a variety of reasons that a new ShoreTel installation might need to integrate with the old, in place or “legacy” PBX phone system. You might be installing the ShoreTel at the first location of a multi-site installation with the rest of the sites coming on line as older equipment leases expire. PBX’s typically use a tandem tie-line to join systems together. The ShoreTel, in this instance, would know the dial plan of the other PBX extensions and know which users lived in which PBX. If a ShoreTel user dials and extension number or receives a call for an extension known to live across the tie-line, the call is sent to the other PBX. The tie-line is typically define as part of a trunk group that outlines a list of “off-premise extensions”. The ShoreTel can also provide digit translation and manipulation to accommodate over lapping dial plans.

Increasingly, as ShoreTel grows in popularity and increased market acceptance, it is being asked to be the Voice Mail system for the legacy PBX. If you think about it, legacy PBX systems have traditionally been installed with separate Voice Mail systems. As it relates to market share, large corporate clients often have OCTEL voice mail systems that are now coming up on ten years after service life! Perhaps the telephone system is not ready for replacement quite yet, but the VM is about to die under its own weight. The ShoreTel makes for a great solution!Install the ShoreTel as a voice mail system for the legacy PBX. Then, as the opportunity allows, let it grow up and strangle the PBX as its obvious replacement. (more...)

All technology improves over time and that axiom certainly applies when it comes to the development of voice communications via the internet.

Starting from an idealistic but technologically underdeveloped standpoint of providing free telephone calls over the internet, it has now developed to a point where users can conduct straightforward voice calls, HD video calls, and even make and receive calls to landlines and mobile phones here in the UK or internationally direct from a computer or smartphone. More importantly, all of those services can be delivered reliably and to a quality standard, unlike when the technology was in its infancy. (more...)

Music on hold (MOH) refers to the business practice of playing recorded music to fill the silence that would be heard by telephone callers who have been placed on hold. It is especially common in situations involving customer service.

Most MOH systems are integrated into a telephone system designed for businesses via an audio jack on the telephone equipment labeled "MOH". There are also some units with "analog" capability that allow music on hold for small and home based companies without a phone system. (more...)

In the current economic climate, it has become absolutely vital that expenditure in all areas be addressed to ensure a smooth, consistent and ultimately profitable business operation.

Costs continue to rise in all areas even though the world recession continues to bite. The price of crude oil means logistical expenses are at an all time high while the cost of raw products, outside services and employee wages continue to have a dramatic effect on company outgoings.

One area that needs constant supervision is the accountability of business telecommunications. It is vital that costs are correctly calculated and usage is efficiently monitored. (more...)

The world of telephone service has undergone many changes since Alexander Graham Bell made that first call. From switchboards and party lines to landlines and cell phones, telephone technology has seen many changes. But one of the most significant changes is a relatively recent development – Voice Over IP, also known as VoIP is promising to change the way we communicate, and many individuals and businesses have been taking advantage of the efficiency and cost savings that this new technology can provide.

While VoIP has undergone its share of growing pains, the technology behind it has now matured to the point where quality VoIP companies are able to provide high quality service that is comparable to the traditional landlines. This increase in sound quality has led more and more consumers to consider ditching their landlines for good in favor of VoIP service. (more...)

So with any application, a VoIP telephone system needs to be safe, and this article outlines some crucial things you can do to keep your telephone system secure:

1. Install your telephone system behind a firewallThe most fundamental step that you can carry out is to install your telephone system behind a firewall. Open no more than the ports that you need: If you use external extensions and bridges, you can go for to use the 3CX tunnel and just open a single port intended for the tunnel.

2. Ensure resilient extension passwords

Weak extension passwords are exceedingly risky. Do not use the extension number the same as the pin code or password. Ensure that you use tough, random passwords to prevent remote hackers registering with their soft phone to your PBX. As straightforward and obvious as this may perhaps sound, weak extension passwords are the number one source of security breaches.

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Gaytes Information Systems Private Ltd. is a leading provider of technology products and services for business, education, healthcare ,and Government. Established in 1997, GAYTES has been helping our customers achieve their goals by providing them with the technology, advice, services and support they need - when they need them. We strive to provide the right balance between quality and cost in order to deliver the best value in our industry.

We have more than 12 years of experience providing CTI Solutions to our clients globally. We provide wide range of products with required customizations.As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems. (more...)