Posts Tagged: advice

Advanced factors! – How to choose a VoIP solution

 

So, you are convinced that Voice over IP will provide a solution to your company’s problem and provide additional benefits. But how and why should you choose a specific VoIP provider?

Apart from the basic knowledge we covered here, there are more advanced factors worth of consideration:

Software

Many vendors will force you into buying a hardware solution from them. This means you’re not only locked into using your vendors preferred hardware brand. You also have no control whatsoever over warranty and support for the hardware. Furthermore, how do you know if this particular solution is the right one for you? You’ll never be sure until you actually purchased the product and then, it might be too late.
Choosing a provider that supplies in different formats is very important. Also check if they provide software downloads and documentation for the hardware(phones) they use. You should be able to easily download the software, documentations and Help files for further use. Best scenario will be if they also provide mobile application that works without use of specific hardware.

Limitations

Limited functionality, is a way for mostly bigger companies to charge you extra. In some cases you won’t get everything that has been advertised to you, and you will find that the information on their websites is misleading. Make sure there is no service expiration time, but a complete, fully functional VoIP PBX for your company. As most companies provide demo accounts and test periods, it is very important that you are testing the exact plan that you are going to buy and use.

Proven vs Innovative Technology

Make sure the software is built on stable, proven technology such as the Linux operating system and Asterisk PBX core. The applications should be easy to manage and integrate with your existing software programs. Feature rich and innovative software is a good add-on but if the company can’t back it up with a stable IT team they might do more harm than good.

Innovative companies have their software under rapid, continuous development, which guarantees regular updates. The system can often automatically downloads software upgrades, without any intervention required from your part. In most cases this is good but, can sometimes lead to new feature misunderstandings and confusion.

Integration

When you are choosing a VoIP solution, integration with your existing environment is paramount. Most VoIP PBX provides support for every kind of phone line available, analog, ISDN, or VoIP but you still have to make sure it is so. You should be able can connect existing analog phones or use any brand of IP phone. You can either be a slave to your provider or enjoy the freedom of being able to choose the phone you like, regardless of the brand.

Support

A good product is nothing without great support. Especially for a telephony system, reliable support is a key factor. In most environments, telephony downtime is unacceptable. The support team should have extensive experience with Voice over IP systems and network related issues. Therefore it simply can’t be outsourced.

The company must provide you the best support in the least amount of time. Tech support engineers should be available around the clock to make sure your phone system is available 24/7.
Extensive monitoring and optional remote backup solutions are a plus, as companies should guarantee maximum availability of your IP telephony system. The engineers should be able to access your IP PBX over the Internet, to help you solve the problem without loosing time. Think about it, when considering VOIP vendors: “When things go wrong, will they be there for you?”

Choosing Voice over IP for your company is an important step. Don’t rush it.

Be The Best At Conference Calls

THE ART OF CALLING

The art of conference calling … Wait. You didn’t know it was an art? It’s definitely a skill worth building if you’re running a modern business, and as much an art as any other form of presenting. Whether you want to blame it on technology and the Internet, or the costs associated to flying, or even the huge slowdown in flying America took after 9/11 that forced us into doing more calls, the conference call has become a huge part of doing business and you can’t escape it.Here are the top five ways to be the best at conference calls.

1. Smile

Did you think it was about technology or the content you’re presenting? Perhaps a little, but the way you deliver information is the key to capturing your audience’s attention. How you talk on the phone is no different than how you present yourself on stage when presenting to an audience. In reality, your conference call is very similar to being on stage where the lights are so bright you can’t see anyone’s faces. Smile while you speak and your positive energy will come through – the people on the other end of the phone will be able to sense and feel your smile. Try it.

2. Energy

You’re going to start seeing a theme here in how conference calls relate to public speaking. The energy you put into the call is directly proportionate to the energy you’ll get back. What is a great result in a conference call? Everyone enjoying the call. By bringing energy to the call you’ll lift everyone up, maybe even create laughter and ultimately better rapport. Inflect your voice. Get excited about the items you care about. Tell stories that bring out your passion. At a minimum, speak clearly and with sufficient volume so everyone can understand and hear your words.

3. Be Yourself

Conference calls are like emails – it’s too easy to lack emotion, interpret things wrong, and to dismiss the opportunity to build relationships. Since you saved so much time by not travelling, why not use some of the conference call time to build rapport and get to know people? It can be as simple as asking everyone for an introduction and as meaningful as talking about family and life at the beginning and end of the calls. Do what you’d normally do if you were in person for the first few minutes – say hello, check in with each other, and ask questions not related to the call topic. Be a person, not a robot at the end of the phone.

4. Focus

The benefit of a conference call is speed. No flights. No hotels. No time wasted to get the meeting started. Don’t waste all that saved time by being at the meeting, but not taking part in the meeting. Focus your time and energy on the topic, the people, and the overall meeting. Eliminate distractions by hiding your phone, turning off email, and taking notes the old-fashioned way: pen and paper. If you’re easily distracted when you’re not talking, taking notes will help you stay engaged. It’s also a great way to capture questions you want to ask when appropriate.

5. Technology

Know your tech. There’s nothing worse than a presenter who has never used the conference call technology and wastes the first ten to fifteen minutes getting setup. Dial in early. Setup and test the service well before you meet. Download the software ahead of time. Most conference calls are very short, and nobody wants to sit around wasting that valuable time on bad technology or users who aren’t prepared.

What do you do when you feel like nobody is listening to you?

There’s no worse situation than being the presenter on a conference call with people in a conference room on the other line who put you on mute. They give you no feedback. No laughter. Nothing. You may as well be an audio-book or a pre-recorded webinar! But don’t fret. These five skills will save you. Your smile and energy will lift up the room. Be yourself to gain rapport with your audience and people will unmute themselves to ask you questions. Stay focused and even ask questions to verify you’re on the right track (this is a great way to engage everyone and to force them to unmute themselves). You might even find ways to make technology engage people more. For example, you might use the chat feature to gather questions and feedback while you present. Or perhaps your conference call service can track participant engagement.

On your next call, dial in 5 minutes early, greet everyone as they join, be sociable and inquisitive, and SMILE. If you do nothing else but smile, you’re going to have a better call.

Advice – Communications for Enterprise

Lets address some points that should be taken under consideration for IT managers looking at packetized communications for their Enterprise.  Below are the highlights and my thoughts:

Highlights

Look For SIP Support

I couldn’t agree more!  SIP is a protocol used to establish, teardown, modify, etc communication sessions.  It’s very diverse and relatively simple when compared to past mechanisms.  Most importantly, it has become the defacto standard within the world of telephony.  There’s native SIP support in nearly all the major vendors that supply VoIP gear. (Cisco, Avaya, Siemens, Microsoft)

Consider The Benefits Of Hosted PBX

This topic has be discussed numerous times in the past, and even before that within a TDM context (PBX vs. Centrex).  The thing that’s different within an IP context is the feature and functionality available.  When comparing a PBX to a Centrex offering, one key difference was additional feature and functionality in a PBX.  Centrex offerings didn’t have the same “whiz-bang” features.  In today’s Hosted Telephony offerings, there’s near feature parity, so the key determining factor becomes cost of ownership.

Think Unified Communications

VoIP (or Telephony) MUST be seen as a stepping stone to the ultimate goal of Unified Communications.  IT managers should consider the roadmap to UC when choosing a Telephony solution.  Real-time communications need to become multi-modal, meaning there should be options to transition communications from IM to voice to video to online collaboration on a document, and then back again – all within the same context and within a common look/feel.

Traversing NAT

Though the issue of Network Address Translation (NAT) is well known to negatively impact SIP sessions, the real point for consideration here for the IT Manager should be around considering the deployment of a Session Border Controller (SBC) within their Enterprise as part of an overall design.

Know & Apply Codecs

There are more ways to packetize voice and video communications than one can shake a stick at.  The author points out the predominant technologies of G.711 and G.729.  Issues of bandwidth consumption and quality of user’s experience must be balanced.  Generally speaking, the more bandwidth consumed, the better the experience.  But the more bandwidth used, the greater the cost to upgrade the LAN/WAN infrastructure to accommodate.  If you skimp on cost, the result would be poor quality, and then adoption and experiences would suffer.  It’s a delicate balancing game.

Some further comments :

• Make sure to have 100k in bandwidth free and available for every conversation when determining whether the enterprise really has enough bandwidth for VoIP.  With multiple calls made from one location a simple DSL  won’t cut it.

• Get VoIP phones that are both wired for Ethernet and wireless for Wi-Fi connectivity. That way, people can wander, and all internal calls within the building are free of charge because they stay on the network. Check the mobile voip solutions, few of them even work without need of data plan.

• Make sure the vendor is going to be around to support the purchase.  An older vendor with roots, commitments, and financial means is an obvious choice. A new vendor with strong management, skills, and reputation who proves out through considered research can also be a sharp choice.