Why Do You Need Call Accounting or Call Management Software?

Why do You Need Call Accounting in your Office?

         Here are 20 Reasons:       Request a Quote

1.     Detect fraudulent phone activity. Track questionable inbound and outbound calls, helping you quickly detect problems and avert risks.

2.     Reduce Labor Cost by identifying peak calling times, adjust staff accordingly

3.     Alerts on defined trigger patterns for calls like 911, 411 and other sensitive numbers. Get 911 notification by extension, text, phone call, on screen.

4.     Facilitate timely client billing and cost recovery.  Set time/date for billing reports that automatically calculate usage and cost by client, tenant or partner.

5.     Scheduled Reports.  Email reports automatically based on preset criteria, allowing managers to respond immediately to call volume changes.  This can reduce your labor costs.

6.     Measure Campaign Responses and Effectiveness.  Know where your prospects are calling from and to which campaign or ad they are responding to.

7.     Analyze Traffic.  Capacity planning tools help you identify peak calling times and who’s calling. What-if analysis allows you to balance infrastructure needs and take proactive measures to ensure uninterrupted and efficient phone service.

8.     Flexible call costing & time-billing-Flexible options for bill back.

9.     Trunk Analysis-Eliminate underutilized trunks for cost savings

10.  Multi-site capability providing consolidated or individual office reporting 

11.  Export reports to multiple formats like Excel, Word, PDF, HTML (to view using Web browser on the internet from Web folders)

12.  Call costing with user-programmable rate plans and rate tables

13.  Automatic scheduling of all reports and data archival

14.  Time billing reports based on hourly consulting rates

15.  Completes the feedback loop on agent productivity and phone presence, telemarketing efforts and service levels

16.  Understand call distribution (IN/OUT) for agents during various times in the day and days of the week by category

17.  Wildcard searches for random/specific calls, information

18.  Import contact information from ASCII files generated by Outlook etc.

19.  Network-based remote and consolidated multi-site reporting capability

20.  A complete call management tool to increase productivity, profitability, with rapid return on investment!  Ask for a product demonstration today! See more at our Call Management Software page.

 Request a quote or call 972 484 4900/817 529 1700. Toll Free 844 544 4900.

What Type of Phone Service or Cloud VoIP Should You Use and Are You Paying too Much?

Carrier services such as Analog (POTS) lines, PRI, SIP Trunks and Cloud VoIP Phone Systems. Which is right for you, and are you paying too much monthly?

No matter what voice and internet carrier services (AT&T, Verizon, Spectrum Business, Logix, etc.) or cloud VoIP you have in your office, chances are you have an auto renewal clause in your contract (most agreements are 3 year terms) with the provider you currently have. In most cases, a written cancellation 60-90 days before your contract ends is required on your contract. If you do not address this prior to your contract expiration, your providers contract may auto renew you and you’ll be paying 30-50% more than you should for your services for another year, and even longer in some cases. This includes cloud or hosted VoIP phone systems (UCaaS), which are also offered in a contract term format.
Check your contract now. If your voice/internet services or cloud/hosted VoIP are coming out of contract, Office Telesystems could save you up to 50% or more on these services, which can also include faster internet, more inbound/outbound lines and other service enhancements. Many cloud VoIP phone systems also include voice/internet carrier services along with your desk phones, endpoints, and the features associated with them. If your phone system is a premise based VoIP design, reduced service provider costs can also help you afford that lease payment on a new system, perhaps even pay for the entire monthly payment! Office Telesystems works with several different providers so we can find the right one for your needs. Office Telesystems offers premise based VoIP phone systems as well as cloud based VoIP systems such as NetFortris cloud VoIP and NEC Univerge Blue.

Service Types Include:

Analog or “POTS” lines                                      Request a Quote

These are the type phone lines you have at home or in a small businesses. They are usually provided for premise based systems, but can be offered by cloud VoIP providers as well via an "ATA" or analog adapter. They use copper wire or may be delivered by VoIP. Many small businesses still use them if their needs are minimal. 2-6 lines with coax or ethernet type internet are still cheaper than dedicated fiber services designed for larger applications and many don't require a contract of 3-5 years. They are adequate for most offices with 2-12 employees.

PRI Service                                                    Request a Quote

PRI has been around for a while but is still very prominent in the marketplace. Each PRI circuit allows for up to 23 voice channels or “call paths” and can be sold as a “fractional” PRI, usually provided with 6 or 12 channels instead of a full PRI's 23 channels. You can even have multiple PRI's. Many larger premise based systems can hold 8 PRI's or more with 23 Channels each. There are some advantages of PRI services over analog lines. All carriers we partner with provide PRI type services as part of their carrier offerings. Systems will require one PRI card per PRI circuit. The cost to deliver PRI service to offices has decreased steadily over the last few years. As contracts come up for renewal, there is a good chance for a customer to save money on services renewal, enough to justify a new phone system or an increase in internet speed (bandwidth). PRI generally gives better sound quality throughout your system over analog lines, along with some offering direct dial numbers, a block of long distance minutes and less cost per line than analog lines when your needs require over 8 lines. PRI also can let your phone system provide additional features that are not available with analog lines, such as linking your mobile device and other features.

Cloud or Hosted VoIP systems                             Request a Quote  


If you have a cloud VoIP phone system, you usually have a contract term associated with your system. Evaluate your system 6 months or so before your contract expires to see if it is providing you the features you need, and if you are getting adequate support from the provider. In many cases, if you have purchased your VoIP desk phones, you can re-purpose these phones onto a new cloud or hosted provider, such as NetFortris or NEC Univerge Blue.  

SIP Trunks                                                             Request a Quote

Cloud or hosted VoIP systems utilize SIP trunking, but todays premise based VoIP systems can utilize this type of service as well. SIP Trunks are a VoIP type voice line, or “call path”, similar to PRI design but with a different delivery to your office. The number of SIP trunks can vary from just a few to a few hundred in one location, whether on cloud VoIP or premise based VoIP systems. The main advantage to SIP trunks is that multiple area codes can be provided in one location for centralized answering. If you're using a premise based VoIP phone system, you can usually add SIP licenses on the same card in your system that supports your VoIP phones. SIP licenses for an existing VoIP card will cost less than a PRI card in many cases. Also, SIP service per call path can be less than PRI.

Ask Office Telesystems how we can help get you the right services provider for your cloud/hosted VoIP or premise based VoIP system.  It could end up providing enough cost reduction monthly to pay for a whole new system! Call us today 972 484 4900, (817) 529-1700 or visit our website at www.officetelesystems.com.

Mobile Extension, Mobile Twinning. Pick Your Flavor!

Benefits of Mobile Extension, Mobile Twinning, Mobile App.  

Request a Phone System Quote Today

For many business owners, organization leaders, and employees alike, the telephone system in their office, whether cloud VoIP or premise based VoIP, is packed with features that are rarely utilized. Many features in today’s business telephone systems have been designed to increase productivity, productivity, customer service and seamlessly connect people anytime at anyplace.  A properly designed phone system will give you far reaching benefits you may not realize.

One feature that is valuable to those who are regularly on the go during or after working hours is Mobile Extension, also called Mobile Twinning by some manufacturers. Nearly all of today's VoIP phone systems include this feature. Used with a mobile app, it can provide a complete system extension on your cell phone with its own extension number. The ability to be mobile and communicate with your customers and co-workers alike can dramatically improve the efficiency and productivity of an office. Premise based VoIP Systems such as the Avaya’s IP Office, Mitel MiVoice, NEC SV9100 and SL2100, along with NetFortris/Fonality Hosted VoIP all come with the ability to link your cell phone or mobile device to your office extension. Many systems allow you to call back into the office from your mobile device and use your extensions direct number caller ID to call out from mobile device on your office phone system lines! Using this method presents the caller identification as if the call was being made from your desk. Not only does this preserve your personal contact information, but also appears more professional. This feature can also be used with a mobile app, provided by the system manufacturer or cloud VoIP provider. A mobile app will provider additional features to better utilize your phone as an extension, including one touch dialing, caller ID from the office rather than your cell phone (great for cell phone number privacy) conferencing and more.

There are many benefits to Mobile Extension/Mobile Twinning or a mobile app. With this feature your extensions direct number becomes your one-number access. Therefore, anyone who tries to reach you only needs one phone number to call and you can keep your cell phone number private. 
How often have you been on an hour long drive back to the office hoping that important call doesn’t get missed? With Mobile Extension/Mobile Twinning and good cell phone service or WiFi, you can be reached regardless. If an incoming call is not answered at the mobile extension, it will utilize your office voicemail. If a Mobile Extension/Mobile Twinning/mobile app call is answered, users can transfer the call, place on hold, or even engage in a conference call. Check to see if your system is set up with this option. PRI or SIP trunk services are usually required for proper operation of this feature on premise based systems.
Other desktop phone features that can be accessed by Mobile Extension/Mobile Twinning/mobile app users include Do Not Disturb, Station and System Speed Dial, Internal Group Paging, Meet Me Answer, Voice Over, Account Code, Park Hold, and Park Hold Answer.
Having the ability to conduct business, professionally and while on the go, can be critical to your business success. Those who travel regularly, take personal time off, or possibly have an unforeseen circumstance come up can all benefit from this useful mobility feature. With the flexibility of Mobile Extension/Mobile Twinning or mobile app, the benefits are endless. Ask one of our sales experts about how this feature can benefit your business today at 972 484 4900 or 817 529 1700, 844 544 4900 toll free, or visit our website at www.officetelesystems.com.

Office Telesystems Product Offerings

Office Telesystems Products and How We Chose Them

Office Telesystems has carefully chosen the very best Unified Communications and UCaaS products on the market today, including new cloud/hosted VoIP, on premise VoIP and digital phone systems, audio visual systems, overhead paging systems, used phone systems, structured voice, data and video cabling and many more products designed to enhance communications in your office. We've recently expanded our product lines with audio visual and enhanced overhead paging options to enhance your voice communications to a new level. Our product lines are under constant evaluation to maintain the standards you deserve and expect with today's technology.

Our product lines have been chosen to provide a combination of the latest technology, proven reliability and eliminating issues with equipment obsolescence.  Well known product names such as NEC, Avaya, Mitel, and NetFortris/Fonality cloud VoIP are all phone system products focused on providing solutions that offer rapid ROI, low total cost of ownership and long term investment advantages. John Cornwell, CEO of Office Telesystems, had this to say about our product lines: "After 37 years in the industry, I've worked with just about every equipment manufacturer in telecommunications. I've seen a few come and go as well. Our product lines provide our customers a reliable solution poised to keep up with new technology, provide long term investment benefits and low total cost of ownership. Today's Unified Communications implemented with UCaaS and our premise based offerings are tools for enhancing productivity and profitability, an investment in your business."  

Though we carry several products that fit Mr. Cornwell's statement, he also knows that customer service is what wins the day with today's customer. "Providing a great product and great support after the sale is what today's business executive and IT department is looking for". Providing both is top priority at Office Telesystems!

Thank you for your time! Office Telesystems serves the Dallas Fort Worth area, and nationwide for enterprise business and hotel motel. Visit us at www.officetelesystems.com or call toll free (844) 544-4900, (972) 484 4900 in Dallas or (817) 529-1700 in Fort Worth for more information.

SIP Trunk Service. What are SIP Trunks?

SIP Trunk Service

SIP Trunks are a VoIP phone line technology which can give you great sound quality and new features not available with analog lines or even PRI service. Office Telesystems can provide SIP trunks along with high speed internet for your office.

SIP trunks are a VoIP delivered call path designed to provide reduced cost and more features for your phone system. Cloud VoIP phone systems utilize this technology to provide voice services from their cloud server to a cloud VoIP customer. Premise based phone systems of today can accommodate SIP trunks as well, which can be delivered to your office through your internet service as a bundled service. Here are some advantages to SIP trunk service from your voice line provider:

• Improved clarity of calls
• Save money on your bill in most cases
• Better conference call sound quality, 3 or more parties
• Direct dial numbers for all extensions are available with SIP trunks
• SIP can provide 1 to 250 call paths or more for all phone numbers
• Modify your outbound caller ID to your callers to whatever call back number you want to show
• Set up your line access to your desktop endpoints any way you want
• Along with call reporting software, utilize DID numbers for ad campaigns to help determine which media is the most valuable.
• Switching your PRI or analog lines to SIP may save you enough money monthly to justify a lease payment on a new VoIP phone system in many cases. SIP comes with your cloud based VoIP system.

Office Telesystems works with many of the major voice carriers in the area and can help you implement SIP trunks on your premise based VoIP system, or provide a cloud based VoIP solution for your offices. Talk to one of our expert sales team to find out which solution is the best fit for your company.

Thank you for your time!

Codec Types

What's a Codec?

A codec, which stands for coder-decoder, converts an audio signal (your voice) into compressed digital form for transmission (VoIP) and then back into an uncompressed audio signal for replay. It's the essence of VoIP. Codecs vary in the sound quality, the bandwidth required, the computational requirements, etc. Each service, program, phone, gateway, etc., typically supports several different codecs, and when talking to each other, negotiate which codec they will use.

Little Known Fact - You can assign a different codec to individual phones. Your staff can use medium quality/low bandwidth G.729 codec while the boss and legal department uses the superior quality/heavy bandwidth G.722 codec.

Common VoIP Codec Protocols

G.729  G.729 is a codec that has low bandwidth requirements but provides good audio quality. This is the most commonly used codec in VoIP calling and has a MOS rating of 4.0

G.711 G.711 is a codec that was introduced by ITU in 1972 for use in digital telephony. With only a 1:2 compression and a 64K bitrate for each direction (128K plus some overhead), it is best used where there is a lot of bandwidth available. G.711 has a MOS rating of 4.2

G.722 G.722 is a high bit rate (48/56/64Kbps) ITU standard codec which, because it is of even better quality of the traditional public switched telephone network (PSTN), it can be used for a variety of higher quality speech applications. This standard also requires an adequate amount of bandwidth and usually rates a 5.0 on the MOS scale.

Summary

There are many codecs out there, some like the G.711 are royalty free, others require licensing (which is often included in the gateways). Some that we haven't mentioned here drive the wholesale movement of voice traffic among the carriers and are used for specialty applications. And to make it a bit more confusing, they all contain variations within their own specification.

How to Decide? 

The codecs that provide the best quality consume the most data bandwidth, thus there is a trade-off that you need to consider.  The easiest way is to ascertain, on a phone by phone basis, whether you want the voice conversation to be:

• Slightly less then the quality of an excellent cell phone call (G.729)
• Equal to the quality of an analog land-line today (G.711)
• Better than the public switched telephone network for voice critical applications (G.722)

Telephone Systems Service and Customer Experience

Telephone Systems Service and Customer Experience

The success of your business may hinge on offering a high quality customer service experience. Your telephone systems service company can have a direct impact on your ability to service your customers. The latest technology in phone systems, such as cloud/hosted VoIP, premise based VoIP systems and even today's digital systems offer an impressive collection of features that will offer the best customer service operations available. Without diligent staff training, though, even the most robust collection of phone systems features will not do you any good. Office Telesystems offers a thorough training experience after your systems installation to allow you to maximize the benefits available in your investment.

Training staff to operate telephone systems features, including customer service integration, are important training topics. While basic etiquette is a requirement for anyone operating phones, there are advanced training topics that can take customer service agents from good to excellent. Their performance will directly reflect the customer satisfaction your business needs to offer in order to stay competitive.

Because auto-attendants can do so much of the call answering for administrative staff, they are at risk of losing the best phone manners in their greeting. Customers can begin to feel quantity of calls is more important than quality. Training administrative staff for short but properly worded greetings with a friendly customer service voice will help retain a warm customer oriented phone experience.  

Basic phone etiquette topics might seem remedial for some staff members, but it is amazing how many basic manners are ignored in a busy office environment. Some rules that should be reviewed during your telephone system training should at least lightly assess those topics. Some of these rules would be to refrain from eating or chewing gum while on the phone. Another important topic is how to hang up the phone properly. When operators, administrators, or customer service agents set the phone into its cradle firmly, many customers feel as if they were rudely hung up on.

An effective exercise for telephone systems service customer experience training is to practice active listening skills. Staff that can respond effectively in a variety of customer service situations will create winning situations for your business. Make sure they know the proper procedure for always asking permission before they place someone on hold and show appreciation for customers that have had to hold during a phone call. You may also have specific questions that you want every customer service agent to ask callers or information they need to relay. Including those items in training and practicing, those items will assure that your staff is going to help your business reputation grow for great customer and client experiences.

Office Telesystems understands that you have the very latest and best in telephone system technology in your office, but if it is not properly utilized and your staff is not properly trained, your investment will provide a fraction of its worth. Contact one of our expert sales representatives today to learn more about our products and services. 844 544 4900 toll free, or call 972 484 4900 or 817 529 1700. You can also visit our website at www.officetelesystems.com.