Part 1: Agent Performance Reports

Performance reports are used to monitor agent productivity whilst at work. They can help identify high achievers or those that might be taking it a bit too easy!

User Activity Graph

The “User Activity Graph” shows the progress and activity of an extension, so a manager can see which are the busiest periods of the day, month, or year. By default, it includes queue calls and can also show internal calls, if the option “Include Internal Calls” is enabled.

Extension Statistic Report

The extension statistic report shows the answered/unanswered calls for a single agent or an extension range. The report automatically separates inbound and outbound calls, and then shows the combined total. When scheduling the report you can choose to include all calls or exclude internal/external calls as required.

Ring Group Statistics

The extension statistic report shows the answered/unanswered calls for a single agent or an extension range. The report automatically separates inbound and outbound calls, and then shows the combined total. When scheduling the report you can choose to include all calls or exclude internal/ external calls as required.

Call Distribution

The call distribution graph displays calls made to and from trunks, gateways, and bridges. By default, it will include Queue calls unless the option “Include Queue calls” is unchecked. The report also reflects calls made to ring groups and may include internal calls if the option “Include internal calls” is checked.

Agents in Queue Statistics

This report shows you vital statistics for the agents logged into your call queues.

Here’s what’s included:

  • Total time logged in
  • Calls: Number answered, % serviced and number answered per hour
  • Ring time: Total ring time and the mean average
  • Talk time: Total talk time and the mean average

Part 2: Quality of Service Reports

Quality of service reports helps queue managers to monitor the experience of customers dialing in.

Agent Login History

The agent login history report shows queue managers how often their agents are logging in and out of call queues, which can highlight agents who are perhaps not performing as they should be! The report shows you by day the exact time agents login and out of the queue. It then shows you the total time the agent has spent logged in by day and their total talk time.

Call Reports

The clue’s in the name for this one! A call report will show you all the calls made according to set parameters. You can choose to include calls from certain numbers, ranges, and extension groups e.g. you might want a report only showing calls from internal extensions or numbers starting with (99) for example. In the same vein, you can choose to show calls to certain numbers. Finally, you can select answered and/or unanswered calls as well as opt to exclude ringing time.

Average Queue Waiting Time

The “Average Queue waiting Time (Graph)” is a frequency curve graph. It reflects the “Average wait time in seconds before an agent answers“ and the “Average waiting time in seconds before callers hang up“ for a specific queue or all queues.

Queue Answered/ Unanswered Calls

The “Queue Answered/ Unanswered Calls Graph” shows the progress and activity of “All Queues” or “Individual Queues”. The bar graph will reflect answered & unanswered calls by all the agents in the Queues.

Queue Answered Calls

The “Queue Answered Calls Graph” shows the progress and activity of “All Queues” or “Individual Queues”. The bar graph will reflect answered calls by all the agents in the Queues.

Queue Unanswered Calls

The “Queue Answered Calls Graph” shows the progress and activity of “All Queues” or “Individual Queues”. The bar graph will reflect unanswered calls by all the agents in the Queues.

Statistic SLA

The statistic SLA report shows you the total number of calls received for one or multiple queues, then shows you the number and percentage of those calls that missed the set SLA. You also have the option to exclude calls that were dropped before a specific amount of time (this is customizable).

Breaches SLA

Trunk DID

In each queue, you can configure the SLA time, which is the acceptable waiting time for your customers calling your queues. This report returns how many calls were waiting in your queues beyond the configured SLA. The report will highlight the time the calls came in, the caller ID, and the length of time they were asked to wait before reaching an agent. You also have the option to exclude calls that were dropped before a specific amount of time (this is customizable).

This report tells you how many calls were received on each of your External Numbers/DIDs.

Queue Performance Overview 

The queue performance overview report aims to summarize the service level for one or multiple queues. The report will show you how many calls were received, serviced, and unserviced by queue and it automatically breaks the statistics down by agent, so your clients can quickly identify their star colleagues.

Detailed Queue Statistics

The detailed queue statistics report will give you all the information needed to assess the performance of your queues. The statistics are shown in the report include:

  • Calls: Answered, abandoned, total and % serviced
  • Ring Time: The total and mean average
  • Talk Time: The total and mean average
  • Callbacks: The number of successful callbacks.

Team Queue General Statistics

The “Team Queue General Statistics Report” report focuses on your queues performance at a team level, rather than at an extension level. It shows how many agents are in each queue and provides information on how calls are serviced when they enter.

Team Queue Lost Calls

The “team queue lost calls” report focuses on how many calls entered a queue but were not answered by an Agent. It provides a quick overview of how many calls went unanswered and helps queue managers to get an idea of how long the caller needs to wait in total (e.g. the waiting Time).

Abandoned Queue Calls

The abandoned queue calls report shows the statistics that can help queue managers identify the reasons for abandoned calls. These include: waiting time, the caller ID, the agent who received the call, the number of polling attempts, and the agent’s state at the time of the call.

Queue Answered Calls by Wait Time

This report breaks down the answered calls in a given queue, in order of the time they were waiting to be serviced by an agent. The report highlights the call destination, the caller ID, the ring time, and the answer time.

Queue Callbacks

The queue callbacks report highlights the number of callers who requested a callback before they were able to be serviced by an agent. The report will tell you how many calls the queue received, how many callbacks were made, and how many callbacks failed (in other words, the call wasn’t answered by the intended recipient).

Queue Failed Callbacks

The failed callback report provides more detail on unsuccessful callbacks to help you improve customer service for your clients. The report shows the time the call was made, the queue it was called from, the callback phone number, and the ringing time.

Here is what you need to know about Kari’s Law and RAY BAUM’S Act 911 Direct Dialing, Notification, and Dispatchable Location Requirements!

If you are not familiar with Kari’s Law and RAY BAUM’S Act, you should be! Since the passing of the new laws for MLTS (Multi-Line Telephone System), Vox Tandem has been preparing our 3CX Communication business phone systems to be in compliance with the changes. 3CX is a software-based phone system that works with various IP phones and SIP trunks that can be installed on-premise or in a cloud. Voice over internet protocol (IP or VoIP) is a technology that allows you to use the internet to make phone calls, whether in the office or remotely from home.  Regardless of where you choose to work, all of our business phone systems have been updated to support a direct-dial  911 right out-of-the-box. Not only is Vox Tandem compliant, but you can also rest easy knowing that our systems help keep your company and employees safe.

In August 2019, the Commission adopted rules implementing two federal laws that strengthen emergency calling:  Kari’s Law and Section 506 of RAY BAUM’S Act.

Kari’s Law – Direct Dialing and Notification for MLTS

Kari’s Law is named in honor of Kari Hunt, who was killed by her estranged husband in a motel room in Marshall, Texas in 2013.  Ms. Hunt’s 9-year-old daughter tried to call 911 for help four times from the motel room phone, but the call never went through because she did not know that the motel’s phone system required dialing “9” for an outbound line before dialing 911.

Congress responded by enacting Kari’s Law in 2018.  Kari’s Law requires direct 911 dialing and notification capabilities in multi-line telephone systems (MLTS), which are typically found in enterprises such as office buildings, campuses, and hotels.  The statute provides that these requirements take effect on February 16, 2020, two years after the enactment date of Kari’s Law.   In addition, Kari’s Law and the federal rules are forward-looking and apply only with respect to MLTS that are manufactured, imported, offered for first sale or lease, first sold or leased, or installed after February 16, 2020.

Under the statute and the Commission’s rules, MLTS manufacturers and vendors must pre-configure these systems to support direct dialing of 911—that is, to enable the user to dial 911 without having to dial any prefix or access code, such as the number 9.  In addition, MLTS installers, managers, and operators must ensure that the systems support 911 direct dialing.

The Commission’s rules also implement the notification requirement of Kari’s Law, which is intended to facilitate building entry by first responders.  When a 911 call is placed on a MLTS system, the system must be configured to notify a central location on-site or off-site where someone is likely to see or hear the notification.  Examples of notification include conspicuous on-screen messages with audible alarms for security desk computers using a client application, text messages for smartphones, and email for administrators.  Notification shall include, at a minimum, the following information:

  1. The fact that a 911 call has been made;
  2. A valid callback number; and
  3. The information about the caller’s location that the MLTS conveys to the public safety answering point (PSAP) with the call to 911; provided, however, that the notification does not have to include a callback number or location information if it is technically infeasible to provide this information.  (47 CFR § 9.3.)

Compliance date (MLTS direct dialing and notification) and Exemption for Legacy MLTS:  Kari’s Law and the Commission’s rules are forward-looking and do not apply with respect to any MLTS that is manufactured, imported, offered for first sale or lease, first sold or leased, or installed on or before February 16, 2020.  (See 47 CFR § 9.17(b).)

All other MLTS (i.e., systems manufactured, imported, offered for first sale or lease, first sold or leased, or installed after February 16, 2020) must meet the following compliance date:

Feb. 17, 2020:* 

MLTS manufacturers, importers, sellers, and lessors:

  • May not manufacture or import for use in the United States, or sell or lease or offer to sell or lease in the United States, an MLTS, unless the system is pre-configured so that when it is properly installed in accordance with the MLTS rules, a user may directly initiate a call to 911 from any station equipped with dialing facilities, without dialing any additional digit, code, prefix, or post-fix, including any trunk-access code such as the digit 9, regardless of whether the user is required to dial such a digit, code, prefix, or post-fix for the other calls.  (47 CFR § 9.16(a)(1).)

MLTS installers, managers, and operators:

  • May not install, manage, or operate for use in the United States an MLTS, unless the system is configured so that a user may directly initiate a call to 911 from any station equipped with dialing facilities, without dialing any additional digit, code, prefix, or post-fix, including any trunk-access code such as the digit 9, regardless of whether the user is required to dial such a digit, code, prefix, or post-fix for other calls.  (47 CFR § 9.16(b)(1).)
  • Shall, in installing, managing, or operating an MLTS for use in the United States, configure the system to provide MLTS notification to a central location at the facility where the system is installed or to another person or organization regardless of location, if the system is able to be configured to provide the notification without an improvement to the hardware or software of the system.  (47 CFR § 9.16(b)(2).)   MLTS notification must meet the following requirements:
    • It must be initiated contemporaneously with the 911 call, provided that it is technically feasible to do so; and
    • It must not delay the call to 911; and
    • It must be sent to a location where someone is likely to see or hear it.  (47 CFR § 9.16(b)(2).)

RAY BAUM’S Act – Dispatchable Location for MLTS

Under Section 506 of RAY BAUM’S Act, the Commission has adopted rules to ensure that “dispatchable location” is conveyed with 911 calls to dispatch centers, regardless of the technological platform used, including 911 calls from MLTS.  Dispatchable location means a location delivered to the PSAP with a 911 call that consists of the validated street address of the calling party, plus additional information such as suite, apartment, or similar information necessary to adequately identify the location of the calling party.  (47 CFR § 9.3.)   For further information on dispatchable location requirements applicable to non-MLTS, including compliance timelines, see the Dispatchable Location web page.

Compliance Dates (MLTS Dispatchable Location):  The Commission’s dispatchable location rules for MLTS apply to all MLTS that are manufactured, imported, offered for first sale or lease, first sold or leased, or installed after February 16, 2020.  While the dispatchable location rules apply to the same entities subject to Kari’s Law, the Commission established separate deadlines for MLTS to come into compliance with the dispatchable location rules.  As outlined below, MLTS are subject to compliance deadlines of January 6, 2021 and January 6, 2022, depending on the nature of the device from which the MLTS 911 call originates.

2021

Jan. 6, 2021

Provision of dispatchable location from MLTS on-premises, fixed devices:

  • On-premises, fixed devices associated with an MLTS must provide automated dispatchable location with 911 calls.   (47 CFR § 9.16(b)(3)(i).)

Dispatchable location obligations for MLTS manufacturers, importers, sellers, lessors, installers, managers, and operators:

  • MLTS manufacturers, importers, sellers, and lessors may not manufacture, import, sell, lease, or offer to sell or lease an MLTS unless the system has the capability, after proper installation in accordance with the rules, of providing the automated dispatchable location of the caller to the PSAP with 911 calls from on-premises, fixed devices.   (47 CFR §§ 9.16(a)(2) and 9.16(b)(3)(i).)
  • MLTS installers may not install a system unless it is configured so that it is capable of being programmed with and conveying the automated dispatchable location of the caller to the PSAP with 911 calls from on-premises, fixed devices.  (47 CFR § 9.16(b)(3)(i).)
  • MLTS managers and operators may not manage or operate a system unless it is configured so that the automated dispatchable location of the caller is conveyed to the PSAP with 911 calls from on-premises, fixed devices.  (47 CFR § 9.16(b)(3)(i).)

2022

Jan. 6, 2022

Provision of dispatchable location or alternative location information from MLTS on-premises, non-fixed devices and off-premises devices:

  • On-premises, non-fixed devices associated with an MLTS must provide automated dispatchable location to the appropriate PSAP when technically feasible; otherwise they must provide either dispatchable location based on end-user manual update, or alternative location information that meets the requirements below.

Alternative location option for MLTS on-premises, non-fixed devices:

  • Alternative location information may be coordinate-based, and it must be sufficient to identify the caller’s civic address and approximate in-building location, including floor level, in large buildings.  (47 CFR §§ 9.16(b)(3)(ii) and 9.3.)
  • Off-premises devices associated with an MLTS must provide to the appropriate PSAP automated dispatchable location if technically feasible; otherwise, they must provide either dispatchable location based on end user manual update, or enhanced location information that meets the requirements below.

Enhanced location option for MLTS off-premises devices:

  • Enhanced location information may be coordinate-based, and it must consist of the best available location that can be obtained from any available technology or combination of technologies at reasonable cost.  (47 CFR § 9.16(b)(3)(iii).)

Dispatchable location obligations for MLTS manufacturers, importers, sellers, lessors, installers, managers, and operators:

  • MLTS manufacturers, importers, sellers, and lessors may not manufacture, import, sell, lease, or offer to sell or lease an MLTS unless the system has the capability, after proper installation in accordance with the rules, of providing the dispatchable location of the caller as specified in section 9.16(b)(3)(ii) and (iii) to the PSAP with 911 calls from on-premises, non-fixed devices and from off-premises devices.  (47 CFR §§ 9.16(a)(2) and 9.16(b)(3)(ii), (iii).)
  • MLTS installers may not install an MLTS unless it is configured so that it is capable of being programmed with and conveying the dispatchable location of the caller as specified in section 9.16(b)(3)(ii) and (iii) to the PSAP with 911 calls from on-premises, non-fixed devices and from off-premises devices.  (47 CFR § 9.16(b)(3)(ii), (iii).)
  • MLTS managers and operators may not manage or operate an MLTS unless it is configured so that the dispatchable location of the caller as specified in section 9.16(b)(3)(ii) and (iii) is conveyed to the PSAP with 911 calls from on-premises, non-fixed devices and from off-premises devices.  (47 CFR § 9.16(b)(3)(ii), (iii).)

*The Public Safety and Homeland Security Bureau is providing the above timeline to help regulated entities comply with the rules.  This timeline does not reference all of the relevant rules, does not include the full text of the rules, and does not modify or supersede the specific text of any rule that is referenced.  The Commission retains the discretion to adopt case-by-case approaches, where appropriate, that may differ from the approach in this timeline.  Any decision regarding a particular regulated entity will be based on the statutes and any relevant rules.  The full text of the 911 rules can be found here.

**The new rules became effective on January 6, 2020, although the compliance deadlines for the rules vary.  In addition, Sections 9.16(b)(3)(i), (ii), and (iii) of the rules contain information collections under the Paperwork Reduction Act (PRA).  Compliance with these sections will not be required until after the relevant information collections are approved by the Office of Management and Budget.  Following such approval, the Commission will publish a document in the Federal Register announcing the compliance dates for these requirements and will update this timeline as necessary to reflect these dates.

Resources

911 Requirements for MLTS – 47 C.F.R. Part 9, Subpart F

Frequently Asked Questions – MLTS FAQs

Small Entity Compliance Guide:  https://www.fcc.gov/document/implementing-karis-law-and-section-506-ray-baums-act-0

The FCC will closely monitor any complaints about alleged violations of these 911 rules.

  • Consumers may file a complaint via the Consumer Complaint Center.
  • Public Safety Answering Points (PSAPs), also known as 911 call centers, and other public safety entities may request support from the Public Safety and Homeland Security Bureau and notify it of problems or issues affecting the provision of emergency services through the Public Safety Support Center.

Archive

Report and Order – Implementing Kari’s Law and Section 506 of RAY BAUM’S Act (Aug. 1, 2019)

Erratum – Implementing Kari’s Law and Section 506 of RAY BAUM’S Act (PSHSB Dec. 2, 2019)

Public Notice – Announcing Jan. 6, 2020 Effective Date for Rules Implementing Kari’s Law and Section 506 of RAY BAUM’S Act (PSHSB Dec. 5, 2019)

Notice of Proposed Rulemaking – Implementing Kari’s Law and Section 506 of RAY BAUM’S Act (Oct. 26, 2018)

Notice of Inquiry – FCC to Examine 911 Capabilities of Enterprise Communications Systems (Sept. 26, 2017)

———————————————————————–

By John Chisca|June 14th, 2022| https://mynetworkmag.com/2021/01/working-remotely-is-your-phone-system-e911-compliant/ | Reference https://www.fcc.gov/mlts-911-requirements

One of the main features of eFax is the ability to send and receive faxes right from your email. Below you will find instructions on how to do this.

Note: This feature will only work from an email address associated with an active account in our system. If you don’t have an eFax with Vox Tandem, please contact your sales representative.

Addressing the email

To send a fax from email, compose a message from your email. In the To: field, type the 11 digit fax number (ex. 18885551212) followed by @faxmail.voxtandem.com.

Note: It is important to always use an 11 digit fax number when formatting the email. This means you need to include a “1” for faxing any number in the USA or CANADA. For international faxing, digits will vary but always include the country code.

Faxes sent via email are limited to 10 recipients or less. Attempting to send to more than 10 recipients will result in an error.

Populating info onto a cover page

If you have your cover page setting turned on, eFax will automatically take details from your email and populate it directly onto a cover page. To turn this feature off, click your initials in the bottom left, select “Your Settings” on the left, choose your ‘fax’ tab, and toggle it off:

If this setting is enabled, the details you enter into your email will populate onto your cover page:

Email subject line will populate RE: field of the cover page. (see screenshot below)

Body of email will populate the Comments field of the cover page. (see screenshot below)

Attach your document to fax

When sending a fax from email you can attach multiple documents types (see below). You can attach a single document or multiple documents (varying formats is fine) and they will be rendered, converted to a faxable format, and sent to your destination fax number. Max file size is 25MB. Max amount of file attachments is 25. 

Once your documents are attached, simply hit SEND. That’s it! We’ll take care of the rest.

Allowed Email Attachments:

Adobe Acrobat Documents (PDF)

Microsoft Office Files (DOC, DOCX, XLS, XLXS, PPT, PPTX)

Open Office Files (ODP, ODS, ODT)

Google Files (GDOC, GSLIDES, GSPREADSHEET)

Text Files (TXT, RTF)

Printer Files (PCL, EPS, PS)

Image Files (TIFF, TIF, GIF, PNG, JPEG, JPG)

Other Files (FXC, FODT, HTML)

Tips: If you create a file using a scanner or print to file, always choose the option of black and white for the output.

We’ve created this simple guide for you to provide to all of your users that will go over the initial basics, like how to view your fax number, how to send a fax, and how to navigate to your fax history.

Accessing the Service
Log into the service: https://fax.voxtandem.com (The username is an authenticated email address and passwords are set up upon first login). Upon FIRST login, you are required to reset the password for security purposes.

Changing the Password
This service uses an username and password unique to the system.

Steps to change the password:
– After you are logged into the service, select your name in the upper right hand corner
– From the drop down menu, select “settings”
– Select Password (located at the top)
– Enter in your current password, and create your new password.
– Select Change

Your Fax Number
Once logged into the portal, your fax number will be listed on the right hand side under “My Fax Numbers”

How to Send a Fax
Log into your account at https://fax.voxtandem.com. This will default you to your “send fax” view.

Steps to send a fax:
– Enter your 10 digit fax destination number in the box next to the flax icon
– You can also use the contact button to select a recipient from your contact list
– Next, select your file you with to upload, drag & drop from your computer, or upload a file from a synced cloud storage account
– Click the Send button. You’ll receive a pop up confirmation that will show the fax is processing

How to View Your History
– From the main page, locate the left side panel
– Select History
– In the top right, choose All
– Here is where you will find all inbound and outbound faxes
– Click on the three dots to the far right to view/print, download, and look at the info of your faxes (this screen will give information into why a particular fax failed)

Need help?
If you need additional help, feel free to contact your admin team directly, or use the in-app support, located in the bottom right hand corner of the Documo portal.

Make calls, view the status of colleagues, chat, schedule a video conference and check voicemail from your desktop. 

  1. Customer is required to log into into the webclient for their extension on the windows machine the windows app is to be installed.
  2. https://(COMPANYNAME).my3cx.us:5001/webclient
  3. Once logged into the webclient, on the top left hand corner there is a windows logo, please click, this will bring up a pop up.

4.

5. Follow the pop up instructions to install the desktop application. Once the desktop app is successfully installed, please click the provision button, the desktop client will automatically provision itself.

Make calls, view the status of colleagues, chat, schedule a video conference and check voicemail from your desktop. 

Need to create an ad-hoc web meeting? Simply click on the WebMeeting icon in the bottom menu to open up your WebMeeting room.

Open the side menu to access useful features such as Queue Manager, Wallboard and Receptionist view for advanced call management, show and hide your BLFs, and configure your settings.

Install the client to get started

Download the latest version of the client. In the setup wizard, accept the License Agreement terms and continue to install. 

When installation is complete, you can quickly and easily configure your office extension by going to your 3CX Welcome Email and opening the configuration file attached. Your 3CX Windows Client should display your status as “On Hook”.

And that’s it! You’re ready to start making calls.

Note: The 3CX Windows Client requires V16, Windows 10 only. If you are unsure or run into any problems, contact your administrator. 

IP phone or softphone – whatever works for you

You can easily switch between “Softphone” and “CTI” mode from the phone selector beneath your name and status. 

softphone cti mode

Softphone: Allows you to make and receive calls through your PC or laptop without the need for a deskphone

CTI: CTI mode enables you to make and receive calls from the deskphone, as well as control the device through the app. View supported IP phones.

Manage your status

Status is a great way to inform colleagues of your availability and view who is on hand to take your calls. 

Simply click on the status selector beneath your name and choose from AvailableAwayDo Not DisturbLunch, and Business Trip.

Click the arrow next to the status to customize with a message and call forwarding options.

Making a call

The phonebook enables you to effortlessly locate extensions by searching with name, number or email address, or simply enter external numbers via the dialpad. Click call and that’s it!

What’s more, during a call you can seamlessly perform various functions with just a mouse click.

  1. “Transfer” will transfer the call without the need for you to speak to the receiver, a “Blind Transfer”.
  2. “Att.transfer” will transfer the call after you first speak to the receiver to see if they accept the call, an “Attended Transfer”.
  3. “Conference” allows you to create an ad hoc conference call, adding more participants to join the conversation.
  4. “Rec” allows you to record your conversation.
  5. “Video” will elevate your call to a video call with the additional option of screen sharing. 

Create or Schedule a Video conference

While creating your conference, you can easily choose between two types of video conference: WebMeeting or Webinar. 

To change the video conferencing profile in the Windows client:

  1. Click the Settings”  button. 
  2. Choose between WebMeeting Profile” or “Webinar Profile.”
  3. There are default settings for each profile, but you can adjust them as per your preferences. You can specify:
  • Participants Rights: Audio, Video and Chat.
  • Meeting options: Allow Participant Control, Everyone is an organizer, Organizer connects first, Hide Names.
  • Bandwidth Settings: Meeting Location and Bitrate. 

Customize your settings

Personalize your app experience in “Settings” where you can view and change audio and video options, forwarding rules and your app theme. You can also re-register your extension for any changes to take effect and request your “Welcome Email” to be re-sent.

  • “Status Configuration”: Configure forwarding rules and exceptions for different statuses.
  • “Configure Accounts”: Easily switch between different accounts – useful for hotdesking.
  • “Audio Options” & “Video Options”: Select your output and input devices, and configure advanced options. 
  • “Hot Keys”: View and edit keyboard shortcuts to control your app.
  • “Advanced Settings”: Here you can change Behavior (such as bringing the app to front), Language, enable Auto Answer and view Integration options. 
  • “Themes”: Change your theme or set a custom image.

Businesses face enough challenges – customer communication doesn’t need to be one of them. We’re here to help by making it easier than ever to upgrade with Vox Tandem and the latest Snom devices with our Back-to-Business Incentives.

back-to-business-incentives-from-Snom

We cleared the first operational hurdle for companies ranging from the startup to enterprise-level: Upfront Costs. Keep reading to learn how you might reduce your monthly operating costs through our three programs designed to alleviate some of the critical barriers preventing businesses like yours from upgrading your devices. 

First, you might be wondering: “Why should we upgrade our phones when our budgets are tighter than ever before?” Well, upgrading your devices to VoIP can save on monthly bills, in a few ways. First, by cutting the requirement for traditional landlines. Second, they are scalable in real-time so you’re only paying for the services and capacity that you need. Thirdly, cloud-based VoIP systems can be overseen by existing IT staff, reducing the need for expensive, specialized technical support. And perhaps most importantly, VoIP enables the latest features like international calling, voicemail, auto-attendants, and more, without pricey a la cart service fees.

back-to-business-incentives

You can read many other reasons this works from experts who’ve detailed how VoIP services save businesses money at length (E.G., Ring CentralVoIP Review). But just a hint: You can save up to 60 percent on your monthly phone bills with VoIP. 

TMCNet recently explored the various reasons why upgrading technology now can help businesses more effectively adjust to meet their future needs. “Snom’s solutions provide companies – from those with only a few employees to enterprises with thousands –with the flexibility, mobility, voice quality, and security they need to adapt to these constantly evolving needs.” You can read the full article here to learn more about how the solutions deploying today will become permanently ingrained in our future work environments – whether remote, hybrid, or in-office.

Alright, so, about those three Back-to-Business Programs: 

1. New Lower Prices on all SNOM products

We recognize that budgets are tight, and businesses might be struggling. So, effective April 1, 2021, we’ve lowered the prices on our current product line. For example, this means you can save between 15 to 40 percent on the Snom D7xx SIP Desk Phone Series. Why the range? Because as the manufacturer, we’ve lowered the price of the device itself. In doing so, we can pass those savings on to you from the distributors and service providers, too. 

2.  Trade-In Rebates (UPDATED)

Our popular trade-in rebate program offers cashback directly to businesses (end-customers) who replace five or more of their old phones with eligible new Snom phones. If you’re not familiar with the program, you can check out its full details on our previous blog or visit info.snomrewards.com. Ultimately, you can earn up to $35 back per phone and save up to $4,000 or more when you upgrade up to 200 of your old phones. New devices and extra cash to spend? That’s a WIN-WIN in our book! UPDATED: Program Term – This trade-in rebate program (“Program”) is valid from July 15, 2021 – March 31, 2022.

trade in rebate CTA button

3. Devices-as-a-Service, a.k.a. Device Rental

Not sure if device ownership makes sense for your business or short of the upfront cash (or CapEx) to make it happen? Devices-as-a-Service, or Daas, is a low-cost rental program that can help remove these barriers. Businesses can access the latest Snom SIP telephony solutions with low monthly payments, all delivered by a simple, monthly service cost from Vox Tandem. DaaS enables more frequent device upgrades thanks to the removal of the upfront CapEx and the lack of commitment necessary for direct product ownership so that businesses can scale up or down in real-time to best match their needs.

So, there you have it. Three Back-to-Business Incentives from Vox Tandem and Snom developed to provide the greatest access possible and ensure businesses can connect with every customer through feature-rich technology that meets their needs now

Questions? Contact the Vox Tandem team at sales@voxtandem.com or click HERE to learn more!

best voip video conferencing software

3CX has been ranked as #1 provider of VoIP Phone Services and Web Conferencing Software in the most recent round of awards announced by Digital.com.

LONDON, UK, 11TH MARCH 2021 – 3CX has been recognized in Digital.com’s 2021 Awards as the leading provider of VoIP Phone Services and the Best Web Conferencing Software. Digital.com considered more than 90 top-notch software companies in their pursuit to provide independent reviews openly available to small businesses looking for reliable solutions.

Both awards applauded 3CX’s intuitive and user-friendly interface, high quality product and easy integration. Features such as contact managementClick-to-Call and SIP trunking were particularly well  received by the assessment team and 3CX users alike. The review emphasized that the unified communications solution appealed even to the most budget-conscious business owners. The software was able to accommodate the growing business demands and communication challenges at the time of the pandemic, while offering excellent value for money.

For more information and the full list of software companies evaluated by Digital.com, please visit https://digital.com/voip-phone-services/ and https://digital.com/web-conferencing-software/

About 3CX (www.3cx.com)

3CX is the developer of an open standards communications solution which innovates business connectivity and collaboration, replacing proprietary PBXs. The award-winning software enables companies of all sizes to cut telco costs, boost employee productivity, and enhance the customer experience.

With integrated video conferencing, apps for Android and iOS, website live chat, SMS and Facebook Messaging integration, 3CX offers companies a complete communications package out of the box.

250,000 customers worldwide use 3CX including McDonalds, Hugo Boss, Ramada Plaza Antwerp, Harley Davidson, Wilson Sporting Goods and Pepsi. Maintaining its global presence, 3CX has offices in the U.S., U.K., Germany, South Africa, Russia and Australia. Visit 3CX on LinkedIn, Facebook and Twitter.

About Digital.com (digital.com)

Digital.com reviews and compares the best products, services, and software for running or growing a small business website or online shop. The platform collects twitter comments and uses sentiment analysis to score companies and their products. Digital.com was founded in 2015 and formerly known as Review Squirrel. To learn more, visit https://digital.com/. By Amy Elliott | April 21st, 2021

Introduction

Digital Receptionist in 3CX Management Console

The 3CX “Digital Receptionist” function can answer phone calls automatically and present callers with an Auto Attendant or IVR (Interactive Voice Response) options menu, e.g. “For sales, press 1. For support, press 2 or wait to be transferred to the operator”

You can configure digital receptionists with their own extension number and set these to answer calls based on the number called and the time the call is received, i.e. inside or outside office hours. For example, you can have a different prompt for out of office hours to not include the option(s) to transfer the call to unavailable groups/queues.

Recording a Menu Prompt

To create your digital receptionist, you must first write down and then record the menu options presented to the caller, e.g. “Welcome to Company XYZ. For sales, press 1. For support, press 2 or wait for an operator.”

📝 Note: It is recommended to announce the number the user needs to press after the option, i.e. “For sales, press 1”.

Creating a Digital Receptionist

Select Digital Receptionist” in the 3CX Management Console and click “Add”:

Digital Receptionist / IVR Options in 3CX Management Console
  1. Specify a name and extension for the digital receptionist.
  2. Click on the Record” button, enter your extension number, the “Audio File Name” and click “OK” to get a call to record the prompt. Do not use reserved characters (< > : ” / \ | ? * &) in the prompt filename.
  3. Alternatively, click on the Upload” button and specify a file that you previously recorded as WAV in PCM, 8 kHz, 16 bit, Mono.

📝 Note: In Windows Sound Recorder you must use the “Save As” option to save to this format. Do not use MP3 format. 

  1. Select a custom prompt language in “Digital Receptionist Language” if required. You can download additional prompt languages in “Settings” > “System Prompts” > “Updates”.
  2. Select the “Type” for this Digital Receptionist:
  1. “Standard” – specify actions for up to ten (0 – 9) menu options, i.e. connect to the extension or virtual extension number for a ring group, call queue, another digital receptionist or voicemail.
  2. “DTMF Input” – set user menu options based on custom DTMF codes with up to nine (9) digits each, e.g. “010”. For each option, select the action and destination, i.e. the extension or virtual extension number for a ring group, call queue, another digital receptionist or voicemail.

📄 Note: The initial prompt is repeated until a correct DTMF code is entered.

  1. “Launch Script” – for advanced users, to optionally collect the caller’s input, launch an external script and execute the defined action based on the script’s exit code. See more info in this guide.
  2. “Wake up” – creates a single Wake Up / Reminder service used by hotel guests to call and set automated wake-up and reminder calls.
  3. “MS Exchange” – use to delegate 3CX PBX voicemail functionality to Exchange server as described in the MS Exchange Server Unified Messaging guide.
  1. Optionally link a DID number to this Digital Receptionist.
  2. In “Destination for invalid or no DTMF input/script timeout” set the timeout in seconds and the actions to perform on timeout and on invalid input.
  3. Click OK” to save the Digital Receptionist.

Callers Can Dial an Extension Directly

Whilst a digital receptionist prompt is playing, a caller can enter the extension number to call directly and connect to the extension without going through a receptionist. Simply instruct your callers in the voice prompt on how to use this feature, e.g. “Welcome to Company XYZ. If you know the extension number to call, you can enter it now. Otherwise, for sales press 1. For support press 2.”