Posts Tagged ‘managed IP’

cccVoice over IP (VoIP) has been the standard transfer protocol for voice telecommunications for quite some time. Its biggest drawback is that it utilizes the internet. Voice and video need to be transmitted in “real time.” Delays in video result in buffering which though annoying are somewhat acceptable. Delays in voice transmission result in jitter, latency and eventually, a dropped call. To most callers, this is unacceptable. The internet does not provide Class of Service (CoS); and since all traffic is treated equally, voice calls will suffer when internet usage is heavy. CoS allows for the prioritization of traffic such that voice and video data are sent ahead of non time-sensitive tasks such as e-mail and web page accessing.

In order to achieve a private telecom voice network free of jitter, latency and dropped calls you need to have a Closed Loop Communications Network, (CLCN). We have partnered with Cisco, EarthLink and Adaption Technologies to provide an integrated telephone and network application that couples the flexibility of Hosted with the operability and ease of use of a key system. Our solution utilizes Adaption Technologies’ Hosted VoIP technologies for transport over the nationwide backbone maintained by EarthLink. We provide a controlled CoS with end to end delivery. Carrier quality is guaranteed while jitter, latency and dropped calls are virtually eliminated. Your conversation never touches the internet.

This service is monitored 24/7/365 in our Aurora, IL Network Operation Center (NOC) in conjunction with our Help Desk. Our network is guaranteed with measurable Service Level agreements (SLA’s).

With this Closed Loop Communications Network you can use your existing telephone equipment or you can equip some or all locations with SIP handsets using Hosted VoIP. All calls are on net. One auto attendant can serve multiple locations. If there is a service interruption, calls are automatically redirected to a pre-assigned destination. This is location specific. We can provide enhanced customer service, detailed call reporting at a cost substantially lower than conventional telephone services.

CLCN takes the revolutionary technology of VoIP and refines it to be a cost effective business application for companies with multiple locations. It provides on net, no cost dialing between locations. You can answer any call from any location with the ability to transfer that call to any location. This results in enhanced customer service while requiring less manpower. If you believe this solution has an application at your company, contact us at sales@selectteltech.com or call us at 815-282-5151. We’ll help you get your own piece of the internet.

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If you’ve spent anytime on the internet, you’ve certainly been solicited by vendors based on your search history. Being in the telephone industry I regularly receive e-mails for “white papers” comparing and contrasting different telephone systems. Is this a viable technique when you’re considering upgrading your phone equipment? I have three thoughts I’d like to share.

  1. The content is not as impartial as they imply. The easiest way to guess who is sponsoring this survey is to find the vendor of whom you have never heard. They are typically the vendor wishing to be considered with the major players.
  2. Expect to be contacted. In order to download this information you are required to register with your name, phone, e-mail, number employees, sense of buying urgency etc. Regardless of what you enter, you will be called, and soon; usually within 15 minutes.
  3. The information sent can not address your specific business issues.  These white papers can list a systems’ capabilities, features, capacity and relative cost. They can not be tailored to focus on the important things; increasing customer retention, adding to your bottom line or improving an internal process. You need a sales professional to accomplish this.

If you are in need of upgrading your telecommunications system and you would like it designed to address your company’s specific issues, we know where you can find that sales professional. Contact us at sales@selectteltech.com or call us at 815-282-5151. Internet access not required.

I have not been the biggest proponent of Hosted/Managed IP. As a previous post “An Open Letter to Hosted IP Providers” will attest to,  https://selecttelecom.wordpress.com/2011/09/29/an-open-letter-to-hosted-ip-providers/  Now it’s time for me to change my tune for I believe Toshiba has got it right with their VIPedge.  As I make my argument, let’s break it into two logical discussions. First being, “What type of company would benefit?” and the second being “Why is this solution superior.” 

What type of company would benefit? Toshiba’s VIPedge is designed for companies needing advanced telecom features, such as Unified Communications and PC integration with Outlook or their CRM database but not willing or wanting to own and maintain a telephone system. The VIPedge offers the alternative. Customers pay a recurring monthly fee based on size and usage. Unlike other providers who lock you in to 3 and 5 year contracts, the VIPedge commitment is only 2 years.

Why is this solution superior? The easy answer is the phones. Instead of tiny phones with hard to read LCD’s and even harder to understand buttons, choose either a 9-line LCD, 20 programmable button set or the DECT 6.0 IP4100 wireless.

With its large footprint and layout to which you’ve been accustomed, transition to the Hosted world is a breeze.

You’ll get the features that most hosted systems tout such as:

  • The ability to give each extension a unique telephone number, but still maintain your company’s listed number
  • Voice Mail with Unified Messaging including Presence, IM, Chat and Desktop Call Control
  • Mobility with Find-me, Follow-me
  • Unlimited Local/LD in all 50 states. Toll free and international calling available
  • Seamless Networking between offices
  • VIPedge Enterprise Manager web interface to configure, manage, control and maintain
  • Survivability

More importantly, here are some features that the VIPedge has that is usually not found in Hosted IP. These are the key system features we’ve grown to love:

  • Outside Line Buttons
  • Directory Numbers; Primary, Phantom and Pilot
  • Direct Station Select (DSS) Keys
  • Multiple Call/Delayed Ringing
  • Telephone Group Paging
  • Off-Hook Call Announce
  • Music/Messaging on Hold
  • Uniform Call Distribution
  • Call Record to Voice Mail

If you’re thinking that it’s time to upgrade your telecommunications platform but don’t want the cost and hassle of purchasing a new system, the VIPedge is the right choice. If you’re currently on Hosted/Managed IP platform and you’re just not feeling the love, the VIPedge is the obvious choice. Either way contact us at sales@selectteltech.com or call us at 815-282-5151 and we’ll get your telephone system in the cloud with your feet planted firmly on the ground.

 

Dear Hosted IP Provider, or as your Marketing Department might say, Managed IP Provider:

I realize that you believe Hosted IP is the hottest product to hit the world of telephony since Centrex was introduced in the mid 1960’s. It does have great potential if it is proposed correctly to the appropriate client. If you take the approach that since this technology is awesome one size fits all, disaster awaits. Doug Allen, senior editor of PHONES+ magazine addresses this quite eloquently. See http://www.channelpartnersonline.com/articles/2010/11/hanging-up-on-hosted-voip.aspx These are some of the issues I’d like to address concerning your Hosted/Managed product.

  • Stop focusing on the technology and tell me what it means to me. I can’t get excited that it’s “cloud technology.” Wasn’t my AOL dial-up cloud technology? In those days we were much more modest and called it “web-based.” If Hosted/Managed IP will increase productivity and add to my bottom line, please explain how. Calling it “Software as a Service” is not the answer I’m looking for.
  • Taylor your solution to the way I do business. If I want unanswered callers to ring back to the receptionist instead of going into voice mail, don’t tell me that’s not the way it should be done. My goal is to talk to every incoming caller and see if we can sell them something or solve their problem. Work with me.
  • Self Administration should not mean, “Here’s the website, now go find out how to do it.” If I’m trying to designate my cell phone to take incoming callers in the event my Hosted/Managed IP system crashes, tell me how. Don’t send a tech to do on-site training if all he’s going to do is fumble through your website while charging me $200 an hour.
  • I appreciate the fact that you’re always upgrading the network to better serve me. Do you mind doing that after business hours? When my calls are dropped or my phones and programming reverts to factory defaults, don’t tell me that you were installing a remote patch and I’m the first one ever to complain.  If I can’t make, take or hear calls coming in, we’ve got a problem.
  • Show me the warts. For example:
    • Can we send and receive faxes or will I need another analog line for that? What about a credit card machine?
    • Must all phones be wired with Cat5 computer wiring or can I use the existing twisted pair wiring?
    • If I have single line phones in a shop or warehouse, can I use them?
    • I want to page over our overhead horns and speakers. Will they integrate or will I have two phones on my desk?
    • Can I just put a call on hold and have someone else pick it up?
    • If my internet service goes down will my Hosted/Managed IP system go down too?
  • Don’t make me sign a 5 year contract. Technology is changing so rapidly and prices keep dropping. How much have the prices for flat screen TV’s dropped since 1996? How can you cost justify your solution if you don’t know the competitive costs for dial tone in 2016?

Don’t get me wrong. Hosted/Managed IP is feature rich and a perfect fit for many a clientele but not every clientele. Focus on what’s important to me and stay away from the “state of the art” discussions. If this is not a good fit, let me know and let us part as friends.

Respectfully,

Mike Bayer

P.S. Every example was based on my or a customers’ personal experience with Hosted/Managed IP. As I tell my children, “I don’t have to make stuff up.”

If you have experiences with Hosted/Managed IP, good, bad or imaginary; we ask you to share them with us. Good products with exemplary customer service sold and implemented correctly are in everyone’s best interest. Please share.