TeliDesk blog

What should you ask a VoIP provider? At Telidesk, we removed all the friction points to ensure that you have a phone system that works according to your business needs.

sgeorge@telidesk.com (Stan George ) — Thu, 14 Dec 2023 20:06:40 GMT

At TeliDesk, we eliminated all the friction points that most business hate when dealing with the phone companies.

However, when engaging with a VoIP provider like TeliDesk, it's still important to ask specific questions to ensure that their services align with your business requirements. Here are some tailored questions that you might consider asking Telidesk and our competitors:

Service Customization:
How customizable is your VoIP service to meet our specific business needs?
Can we tailor features and settings according to our preferences?

Support for Growth:
How easily can VoIP service scale as our business grows?
Are there any limitations on the number of users or extensions?

Unique Features:
What unique features does your service offer that differentiate it from other VoIP providers?
Are there any innovative tools or functionalities that can enhance our communication?

User-Friendly Interface:
How user-friendly is the system for both administrators and end-users?
Is training provided, and how quickly can our team adapt to the new system?

Security Measures:
What security measures do you have in place to protect against potential threats?
How is data encryption handled within the VoIP service?

Cost Transparency:
Can you provide a breakdown of the pricing structure, and are there any hidden fees?
Is there flexibility in pricing plans based on our usage patterns?

Mobile Accessibility:
How well does your VoIP system support mobile devices, and are there dedicated mobile apps?
Is there any additional cost associated with mobile integration?

Customer Feedback:
Can you share any success stories or feedback from current customers?
How have you addressed challenges or issues raised by its users?

Upgrades and Maintenance:
How are system updates and maintenance handled, and what level of disruption can we expect?
Is there a schedule for introducing new features or improvements?

Contract Flexibility:
What are the contract terms with your service, and is there room for negotiation or flexibility?
Are there any penalties for modifying or terminating the contract?

Disaster Recovery and Redundancy:
How do you ensure continuity in the event of network failures or disasters?
Are there redundant systems in place to minimize downtime?

By asking these questions, you can gain a more detailed understanding of how VoIP services align with your business needs and ensure a smooth integration into your communication infrastructure.

What is the importance of having a business schedule for every business? Is there a recommended method for configuring a company's telephone system?

sgeorge@telidesk.com (Stan George ) — Mon, 27 Nov 2023 12:54:08 GMT

Configure your phone system for business schedule.

Having a business schedule is crucial for several reasons, and configuring it properly on a phone system is an essential aspect of optimizing business operations. Here are some reasons why every business should have a schedule and tips on configuring it on a phone system:

Customer Expectations:
A business schedule helps set clear expectations for customers regarding when the business is open, when they can reach customer support, and when services are available. This transparency builds trust and improves customer satisfaction.
Operational Efficiency:
A well-defined schedule allows businesses to organize and optimize their operations. It ensures that employees are available during peak times, and resources are allocated efficiently, leading to increased productivity.
Customer Service:
A business schedule enables better management of customer service. Knowing when customer support is available helps customers plan their inquiries and ensures that there is adequate staff to handle customer issues promptly.
Professionalism:
Having a schedule conveys professionalism and reliability. It demonstrates that the business is organized and values its customers' time, which can positively impact the business's reputation.
Employee Management:
A schedule helps manage employee work hours and ensures that the right staff is available during busy periods. It aids in preventing overworking employees and contributes to a better work-life balance.

Configuring a Business Schedule on a Phone System:

Define Business Hours:
Clearly define the business hours, including opening and closing times. This sets the foundation for your schedule.
Set Up After-Hours Greetings:
Configure after-hours greetings to inform callers when the business is closed. Include information about when they can expect the business to reopen or provide an option for urgent matters.
Implement Call Routing:
Use call routing features to direct calls to the appropriate departments or individuals based on the time of day. For example, during business hours, calls could go directly to a receptionist, while after hours, they might be routed to voicemail or an emergency line.
Holiday and Special Event Configuration:
Adjust the schedule for holidays or special events. Configure the system to play specific greetings or route calls differently during these times.
Utilize Time-Based Rules:
Many advanced phone systems allow you to set up time-based rules. Use these rules to automatically change call handling based on the time of day, ensuring a seamless transition between business hours and after-hours operations.
Regularly Review and Update:
Business schedules are not static. Regularly review and update the schedule to accommodate changes in business hours, holidays, or any other events that may impact operations.

By having a well-thought-out business schedule and configuring it appropriately on the phone system, businesses can enhance customer experience, improve operational efficiency, and maintain a professional image.

What is the difference between a softphone, IP phone, webRTC, and analog adapter?

sgeorge@telidesk.com (Stan George ) — Wed, 22 Nov 2023 14:11:46 GMT

TeliDesk allows business to use any VoIP technologies to communicate, based on their preference, whether it be soft phone, IP phones or POTS (traditional analog lines.)

The terms IP phone, softphone, WebRTC, and analog adapter refer to different technologies used for making phone calls, each with its own characteristics and features. Here's a brief overview of the differences:

IP Phone (Internet Protocol Phone):
Description: An IP phone, also known as a VoIP (Voice over Internet Protocol) phone, uses the Internet to transmit voice data instead of traditional telephone lines. It can be a physical device that looks like a traditional telephone or a software application.
Connection: Typically connected to the internet via Ethernet or Wi-Fi.
Features: Can have advanced features like video calling, touchscreen interfaces, and integration with other IP-based communication systems.

Softphone:
Description: A softphone is a software-based application that allows users to make voice and video calls over the Internet using a computer, smartphone, or tablet. It often mimics the interface of a traditional phone.
Connection: Relies on an internet connection, and the device running the software needs a microphone and speakers or a headset.
Features: Offers flexibility, portability, and can include features like call recording, instant messaging, and video conferencing.

WebRTC (Web Real-Time Communication):
Description: WebRTC is a free, open-source project that enables real-time communication over web browsers using simple application programming interfaces (APIs). It allows for audio and video communication directly within web pages.
Connection: Utilizes web browsers as the platform for communication without requiring additional plugins or software.
Features: Enables real-time communication between browsers, facilitating applications like video conferencing, screen sharing, and peer-to-peer communication.

Analog Adapter:
Description: An analog adapter, often referred to as an ATA (Analog Telephone Adapter), is a device that allows traditional analog telephones to connect to a VoIP network. It converts analog signals to digital signals for transmission over the internet.
Connection: Connects to the internet and the analog telephone, typically using standard telephone jacks.
Features: Enables the use of existing analog phones with VoIP services, providing a bridge between older telephony technology and modern IP-based communication.

Key Differences:

Physical vs. Software: IP phones and analog adapters are physical devices, while softphones are software applications. WebRTC is a framework for real-time communication directly in web browsers.

Device and Connection: IP phones and analog adapters often involve hardware devices connected to the internet. Softphones and WebRTC rely on software applications running on computers or mobile devices.

Portability: Softphones and WebRTC are more portable and flexible since they can run on various devices, while IP phones and analog adapters are typically stationary.

Compatibility: IP phones and analog adapters are compatible with traditional telephones. Softphones and WebRTC are more versatile and adaptable to various devices and platforms.

Choosing the right technology depends on factors like the specific use case, preferences, and existing infrastructure. Businesses may use a combination of these technologies based on their communication needs.

Are recording your business phone calls beneficial?

sgeorge@telidesk.com (Stan George ) — Wed, 22 Nov 2023 13:48:28 GMT

Unlocking Insights, Elevating Service: Your Business's Voice, Captured for Success.

Recording business phone calls can offer several merits and contribute to various aspects of improving business processes. Here are some advantages of recording business phone calls and steps a business can take to leverage this practice:

Merits of Recording Business Phone Calls:

Quality Assurance:
Merit: Call recordings provide a valuable tool for monitoring and ensuring the quality of customer interactions.
Application: Businesses can review recorded calls to assess the professionalism, accuracy, and effectiveness of their customer service representatives.
Training and Development:
Merit: Recorded calls serve as valuable training materials for new employees or ongoing development for existing staff.
Application: Managers can use recorded calls to identify areas for improvement, conduct targeted training sessions, and share best practices.
Dispute Resolution:
Merit: Call recordings can be used as evidence in case of disputes or misunderstandings.
Application: Having a record of conversations can help resolve customer complaints, disputes, or discrepancies by referring to the actual conversation.
Regulatory Compliance:
Merit: Certain industries and jurisdictions may have regulatory requirements for call recording.
Application: Recording calls ensures that the business complies with legal and industry regulations, providing documentation in case of audits or investigations.
Customer Feedback and Insights:
Merit: Analyzing customer interactions through call recordings can provide valuable insights into customer needs, preferences, and feedback.
Application: Businesses can use these insights to refine their products, services, and overall customer experience.

Steps to Leverage Call Recording for Business Improvement:

Define Objectives:
Clearly define the objectives of call recording, whether it's for quality assurance, training, compliance, or other purposes.
Inform and Obtain Consent:
Inform callers that their calls may be recorded for specific purposes, and obtain necessary consent in compliance with legal requirements.
Implement a Call Recording System:
Invest in a reliable call recording system that integrates with your communication infrastructure. Ensure that it complies with relevant privacy and data protection regulations.
Establish Recording Policies:
Develop and communicate clear policies regarding when and why calls will be recorded. Ensure that employees understand the purpose and importance of call recording.
Regularly Review Recorded Calls:
Regularly review recorded calls to identify areas for improvement, assess employee performance, and gather insights for business enhancement.
Training and Coaching:
Use recorded calls as training materials. Conduct coaching sessions based on actual interactions to improve communication skills and customer service.
Document Key Findings:
Document key findings from call reviews and use them to implement changes in business processes, customer service strategies, or employee training programs.
Data Security and Privacy:
Implement robust security measures to protect recorded call data. Ensure compliance with data protection regulations and guidelines.
Integrate with Analytics Tools:
Integrate call recording data with analytics tools to extract valuable insights and trends. This can aid in strategic decision-making.
Continuous Improvement:
Continuously assess the effectiveness of call recording practices and make adjustments as needed to meet evolving business needs.

By following these steps, businesses can effectively leverage call recording to enhance their operations, improve customer satisfaction, and maintain compliance with relevant regulations.

What is the difference between call forwarding, call forking, simultaneous call, sequential calls, and find me/follow me?

sgeorge@telidesk.com (Stan George ) — Wed, 22 Nov 2023 13:15:14 GMT

The TeliDesk call features enable business to operate without boundaries, allowing business calls to reach them whenever, wherever, and however they need them.

While call forwarding, call forking, simultaneous calls, sequential calls, and "Find Me/Follow Me" share similarities in terms of managing incoming calls, there are nuanced differences in how they operate.

Let's break down each term:

Call Forwarding:

Description: Call forwarding is the process of redirecting incoming calls to another destination. This destination could be another phone number, voicemail, or another extension.
Use Case: When a user is unable to answer calls on their primary phone, they can set up call forwarding to ensure that calls are redirected to an alternative number or voicemail.

Call Forking:

Description: Call forking allows an incoming call to be simultaneously sent to multiple devices or destinations. The call is sent to all specified locations simultaneously, and the first device to answer "wins," terminating the ringing on other devices.
Use Case: This is useful when you want to ensure that incoming calls are distributed to multiple devices, improving the chances of prompt answerability.

Simultaneous Calls:

Description: Simultaneous calls refer to the capability of handling multiple calls at the same time. It allows a user to receive and manage multiple calls concurrently.
Use Case: In a business setting, simultaneous calls enable users to handle multiple customer inquiries or requests simultaneously, improving efficiency.

Sequential Calls:

Description: Sequential calls involve routing an incoming call through a predefined list of destinations in a specific order. If the first destination doesn't answer, the call is forwarded to the next in line.
Use Case: This is beneficial when you want calls to follow a sequence of phone numbers or extensions, ensuring that if the primary destination is unavailable, the call is routed to the next available option.

Find Me/Follow Me:

Description: "Find Me/Follow Me" is a feature that allows users to create a list of phone numbers where they can be reached. The system will attempt to reach the user at each number in sequence until the call is answered or reaches voicemail.
Use Case: If a user is constantly on the move, this feature ensures that calls can "find" them by attempting multiple phone numbers in a specified order.

In summary:

Call Forwarding redirects calls to another destination.
Call Forking sends calls to multiple devices simultaneously.
Simultaneous Calls allow for the handling of multiple calls at once.
Sequential Calls route calls through a predefined sequence of destinations.
Find Me/Follow Me attempts to reach a user at a series of specified phone numbers until the call is answered or goes to voicemail.

These features provide flexibility in call management, catering to different user preferences and business needs.

What is voicemail to email?

sgeorge@telidesk.com (Stan George ) — Wed, 22 Nov 2023 12:55:25 GMT

Access voicemail recordings from any mobile device or computer via email — with no need to call your voicemail.

Voicemail to email is a technology that converts voicemail messages into audio files or transcribes them into text and then sends them to an email inbox. Instead of having to dial in to check voicemail, users can conveniently access their voicemail messages directly from their email client or smartphone. This feature is especially useful for professionals who are frequently on the go or prefer managing their messages within the context of their email.

Here's how a business can use voicemail to email technology to gain staff efficiency:

Instant Access to Messages: With voicemail to email, employees can receive voicemail messages in their email inbox, providing instant and convenient access. This eliminates the need to call a voicemail system separately, saving time and streamlining communication.
Faster Response Times: Since employees can access voicemail messages alongside their emails, they can respond to messages more quickly. This is particularly beneficial for roles where timely communication is critical, such as in sales or customer support.
Organization and Documentation: Voicemail to email allows users to keep voicemail messages organized within their email system. They can archive, label, or categorize messages, making it easier to manage and refer back to important information.
Multi-Device Accessibility: Users can listen to or read voicemail messages on various devices, including computers, smartphones, and tablets. This flexibility enhances accessibility, enabling employees to stay connected and responsive regardless of their location.
Integration with Workflow: Many voicemail to email systems can be integrated with other business applications and workflow tools. For example, integrating voicemail with customer relationship management (CRM) software allows staff to link voicemail messages to specific contacts or opportunities, enhancing the overall workflow efficiency.
Transcription Services: Some voicemail to email systems offer transcription services that convert voicemail messages into text. This not only provides an alternative method for reviewing messages but also facilitates quick scanning and understanding of the message content without listening to the audio.
Notifications and Alerts: Users can set up notifications and alerts for new voicemail messages, ensuring that they are promptly aware of important communications. This feature is particularly useful for time-sensitive messages or urgent matters.
Enhanced Collaboration: Voicemail to email promotes collaboration by allowing team members to easily share and forward voicemail messages to relevant parties. This can be beneficial in scenarios where multiple team members need to be informed or involved in decision-making.

By leveraging voicemail to email technology, businesses can streamline their communication processes, reduce the time spent managing voicemail, and enhance overall staff efficiency. It aligns with the modern workplace's emphasis on flexibility, mobility, and integration of communication tools into existing workflows.

What are call logs? Why should business track their phone calls?

sgeorge@telidesk.com (Stan George ) — Wed, 22 Nov 2023 12:18:11 GMT

TeliDesk provides Effortless Communication, Seamless Logs: Tagging Every Call with Precision.

Call logs are records of all incoming, outgoing, and missed calls on a phone or a communication system. These logs typically include details such as the date, time, duration of the call, and the phone number or contact information of the parties involved. Call logs can be found on individual mobile phones, landline phones, and in more sophisticated communication systems used by businesses.

Call logging software refers to applications or tools that automate the process of recording and managing call logs. The benefits of using call logging software include:

Record Keeping: Call logging software helps in maintaining a comprehensive and accurate record of all calls made and received. This can be valuable for personal use, but it's especially crucial for businesses that need to keep track of client communications, customer support interactions, and other important calls.
Analysis and Reporting: Call logs can be analyzed to generate reports and insights. Businesses can use this data to identify patterns, measure call volume, assess peak call times, and evaluate the efficiency of communication systems. Such analysis can inform decision-making processes and improve overall operational efficiency.
Customer Service Improvement: For businesses, call logging software can be essential for monitoring and improving customer service. By reviewing call logs, organizations can identify areas for improvement in customer interactions, track response times, and ensure that customer issues are addressed promptly.
Security and Compliance: In certain industries, maintaining accurate call logs is a regulatory requirement. Call logging software can help ensure that organizations comply with industry regulations and standards. It can also be useful for security purposes, allowing businesses to review communications in case of disputes or investigations.
Cost Management: Call logging software can assist in managing communication costs. By tracking call duration, frequency, and destination, businesses can identify cost-saving opportunities, negotiate better deals with service providers, and optimize their communication expenses.
Performance Monitoring: For call centers and customer support teams, call logging software can be used to monitor the performance of agents. Supervisors can review call logs to assess call quality, track response times, and identify areas for training and improvement.
Integration with Other Systems: Many call logging software solutions can integrate with other business systems, such as customer relationship management (CRM) software. This integration enables a seamless flow of information and helps businesses create a more comprehensive view of customer interactions.

Overall, call logging software provides a valuable tool for individuals and businesses to manage, analyze, and optimize their communication activities. The specific benefits will depend on the needs and goals of the user or organization employing the software.

What is a VoIP call flow diagram?

sgeorge@telidesk.com (Stan George ) — Wed, 22 Nov 2023 01:06:22 GMT

TeliDesk offers free personalized call flow training.

Flow diagrams are visual representations of how calls move from initiation to completion. Configuring a phone system requires a call flow diagram for several reasons:

An understanding of communication paths is made easier with a call flow diagram. It explains how calls move through different components, including IVR (Interactive Voice Response), call queues, and voicemail.
Call flow mapping identifies potential bottlenecks, points of failure, and areas where call routing might not be optimal. Using this method can assist in troubleshooting and improving communication.
Designing a system that provides a positive user experience begins with understanding the call flow. By routing calls promptly, you can reduce wait times and improve customer satisfaction.
Call flow diagrams enable you to customize the phone system for your business. A call flow can be designed to provide a customized experience based on the type of call.
Call handling and data security may be regulated in certain industries. The call flow diagram ensures that the phone system complies with these regulations, ensuring a secure and legally compliant communication environment.
Call flow diagrams are useful for training and documentation. They assist new employees in learning how the phone system works. In addition, it serves as documentation for ongoing reference.
Businesses may require different communication needs as they grow. Call flow diagrams help businesses plan and scale better, anticipating and accommodating changes in call volume.

As a visual representation of all communication processes, call flow diagrams assist in troubleshooting, enhance user experience, ensure compliance, and facilitate system customization and scalability.

Why should a small business consider a modern VoIP phone system to give it a professional image.

sgeorge@telidesk.com (Stan George ) — Thu, 16 Nov 2023 20:55:24 GMT

VoIP helps to boost your business image and lower telecom expenses.

A modern VOIP phone system can give your small business a more professional and polished brand, making it appear larger and more established. Here are some ways a modern phone system can contribute to this perception:

Virtual Receptionist / Auto Attendant:
A modern VOIP phone system like TeliDesk includes a virtual receptionist or auto attendant. This automated system greets callers and directs them to the appropriate department or extension. This creates a professional first impression, making your business seem more organized and efficient.
Customizable Greetings:
You can record and customize greetings for different situations, such as business hours, holidays, or special promotions. This adds a personalized touch and showcases attention to detail.
Extension Dialing:
Implementing extension numbers for different departments or employees gives the impression of a larger and well-structured organization. Callers can easily reach the right person without going through a manual process.
Mobile Integration:
The ability to seamlessly integrate mobile devices into the phone system gives the impression that your business is agile and capable of conducting business on the go.
Hold Music and Messaging:
Instead of generic hold music, you can use custom messages or information about your products and services. This not only keeps callers engaged but also promotes your business in a professional manner.
Voicemail to Email:
With voicemail-to-email features, your team can receive voicemail messages directly in their email inboxes. This enhances responsiveness and gives the impression of a well-integrated communication system.
Call Analytics:
Modern phone systems often come with analytics features that allow you to track call metrics and patterns. This level of data-driven insight implies a sophisticated and strategic approach to communication.

Why you and your employees shouldn’t use your personal cell phone numbers for work.

Tue, 14 Nov 2023 15:54:56 GMT

The problem with having your personal number handed out to your customers:

Your personal voicemail is not professional. It’s fine for your friends and family but if you want to earn the trust of another business you have to show you are a business.
Having just your personal phone number and voicemail for your business gives the impression you cut corners.
If you do grow your business you do not want your customers calling your ex-employees personal phone number.
The business phone number can be directed anywhere, including your cell phone, business voicemail and Attendant Menu .

Solution:

Get a Business Phone App that includes a business phone number for as little as $9.95 a month .

Here are a few features that come on a Business Phone App and their advantages.

An Attendant Menu

Thanks for calling Acme Corp press 1 for sales, 2 for support, 3 for billing..

Advantage: An Attendant Menu adds the look and feel of a business that is up and running

Your Business Phone App will ring differently than your cell phone. So when your app rings you know not to answer “who dis”?. You know you have to answer a little more professionally. If you like. “Thanks for calling Acme Corp, this is Jon, how can I help you”?
Onboarding new employees is simple. All you have to do is have the new employee add the app from the app store on their smartphone

4. And when your employees leave , you can continue to receive their business calls on your phone, instead of your customers walking out the door with your ex-employee’s personal cell phone number.

TeliDesk offers a Business Phone App that includes a phone number and features for free.

VoIP Seats, Extensions and Lines Explained. A guide on how to size my VoIP system.

sgeorge@telidesk.com (Stan George ) — Wed, 01 Nov 2023 11:04:40 GMT

TeliDesk makes communications easy for Home and Small Business

With regards to VoIP (Voice over Internet Protocol) phone system, the terms "seat," "extension," and "line" have specific meanings:

Seat:
In a VoIP phone system, a "seat" typically refers to a user or an individual user license. Each seat represents a connection or authorization for one person to use the VoIP phone system. It includes the necessary features and functionalities for that user, such as voicemail, call forwarding, and other telephony services.
Extension:
An "extension" in a VoIP phone system is a specific number assigned to a user or a device within the system. It is a unique identifier that allows calls to be routed to the correct destination. Extensions are often used for internal calls within the organization. For example, if a company has extensions ranging from 100 to 199, each employee might have a unique extension within that range.
Line:
A "line" in a VoIP system typically refers to a communication path or channel that enables a call. In traditional telephony, a line was often associated with a physical telephone line. In VoIP, it represents a virtual connection that allows voice communication. The term "line" can be used interchangeably with "channel" or "call path" in the context of VoIP.

As a rule of thumb, if your business employs 12 staff, you may size your VoIP system as follows.

No of Seats/license – 12 (equal to the number of staff)
No of extensions – 12 to 20. 1 for every staff, additional extensions will be used for your departments.
No of lines – 6 (concurrent call capacity). I am using a 2:1 ratio between seats to lines. This assumes that all your staff will not be using the phones at the same time.

The above calculation is provided for a base line analysis, and it can vary from business to business.

In summary, a "seat" is the overall user license, an "extension" is the specific number assigned to a user or device or a department, and a "line" is the communication path that facilitates voice calls within the VoIP system. These terms help manage and organize the use of the VoIP phone system in a business or organizational setting.

It's recommended to consult with a telecommunications specialist or one of our business consultants to assess your specific needs and to determine the most cost-effective solution for your business.