It is the unexpected phone call you love to take. Normally when your mobile rings you look at the screen and it's a pal, work colleague, family member or a just a number. Most times you recognise the number... sometimes you don't...
I took a call yesterday from a local number I didn't immediately recognise, "Hello?", I chirped expecting a run-of-the-mill service call from a clients' home number or somesuch. "Hi Matt, it's John.", "Hi, John", I'm non the wiser as it's a pressure point of the day and I'm running my eye over an urgent email whilst taking the call. "John Smith, from ABC Ltd, have you got a couple of minutes?"
John runs a successful windows & doors company in Basildon, we'd had one meeting which was with the guy who referred us, and I'd provided him with budgetary costs after one of our engineers had completed a full site survey. That was the last time we spoke and if I'm honest I assumed it had gone cold...
After a breif chat about how busy he had been these last few months launching new products (aaah, that's why he didn't return my calls) he laid the best line any prospect can, with little fuss or fanfare, "Matt, we'd like to go ahead with your proposal please."
John doesn't know this, but he made my bloody day yesterday.
Every time a brand new customer says 'yes', it's affirmation that you're doing something right, that your presentation is working. A 'yes' means someone who has no previous experience of your company is confident enough to place their business with you. Existing customers do this all the time because they know and trust you, but there is an extra thrill when someone new comes along and places that same level of expectency on your business.
I'm off to see John this morning to tie up loose ends and shake hands on the deal, talk about the delivery schedule, the installation stages and all the minutae that makes up 'the deal'. Very much looking forward to delivering the Cat5e cable network and brand new telephone system that ABC Ltd are expecting.
Thank you, John.
Thursday 11 March 2010
Monday 1 March 2010
Ordering telephone lines? Stuff you need to know...
So your business is making good money, why give a percentage of the profits to the landlords of your serviced office? You've made the decision to take advantage of ultra-low commercial mortgage rates or snap up that fantastic lease deal.
Now you have the stress of dealing with multiple suppliers to relocate your business, from furniture movers to broadband providers. Everyone wants to know the date you're moving, what your new telephone number will be, how long the business will be unable to trade.... Aaaaargh!
Our experience in re-locating businesses has taught us that the most common cause of delays and issues is the installation of the telephone lines, the activation of broadband internet and the confirmation of telephone numbers for publishing.
What you need to know about ordering FLS (Fixed Line Services)
ISDN2 and ISDN30 can take anything up to 6 weeks to install, this is due to the surveys that BT Openreach are required to complete to check on capacity at the local exchange, distance of run between exchange and premises etc. It can take as little as 2 weeks, or we have known it to take 3 months, so ORDER EARLY!
Analogue Lines should take no more than 10 working days to be installed.
Broadband Internet varies depending on ISP (Internet Service Provider) but it is important to notify the provider of the analogue line that you intend to activate broadband on the line, it may well be the same provider. Activation takes between 3 days for a premium expidited service to a rather sedentary 21 days from an inefficient provider.
SIP Trunks, telephone lines delivered over an active broadband connection, can be activated in a matter of hours, but safer to allow 48 hours from some providers.
Telephone Numbers are NEVER confirmed until the lines are installed. You're keen to notify all your clients and contacts about your new number, we know, but even though your provider gives you the telephone number (a smart provider will withold the information until post-install) DO NOT publish it until AFTER it is installed and confirmed.
All of the above applies to every provider in the country, as everyone uses BT Openreach to install the lines (except Virgin Business users) so if a provider is telling you they work differently, they don't.
As usual, if you need more information or advice then please contact us on 01375 395800 or email info@extel.co.uk.
Now you have the stress of dealing with multiple suppliers to relocate your business, from furniture movers to broadband providers. Everyone wants to know the date you're moving, what your new telephone number will be, how long the business will be unable to trade.... Aaaaargh!
Our experience in re-locating businesses has taught us that the most common cause of delays and issues is the installation of the telephone lines, the activation of broadband internet and the confirmation of telephone numbers for publishing.
What you need to know about ordering FLS (Fixed Line Services)
ISDN2 and ISDN30 can take anything up to 6 weeks to install, this is due to the surveys that BT Openreach are required to complete to check on capacity at the local exchange, distance of run between exchange and premises etc. It can take as little as 2 weeks, or we have known it to take 3 months, so ORDER EARLY!
Analogue Lines should take no more than 10 working days to be installed.
Broadband Internet varies depending on ISP (Internet Service Provider) but it is important to notify the provider of the analogue line that you intend to activate broadband on the line, it may well be the same provider. Activation takes between 3 days for a premium expidited service to a rather sedentary 21 days from an inefficient provider.
SIP Trunks, telephone lines delivered over an active broadband connection, can be activated in a matter of hours, but safer to allow 48 hours from some providers.
Telephone Numbers are NEVER confirmed until the lines are installed. You're keen to notify all your clients and contacts about your new number, we know, but even though your provider gives you the telephone number (a smart provider will withold the information until post-install) DO NOT publish it until AFTER it is installed and confirmed.
All of the above applies to every provider in the country, as everyone uses BT Openreach to install the lines (except Virgin Business users) so if a provider is telling you they work differently, they don't.
As usual, if you need more information or advice then please contact us on 01375 395800 or email info@extel.co.uk.
Monday 22 February 2010
Free phone system offers, deal or no deal?
You're sitting there deeply involved in what you're doing, be it an urgent report, fire-fighting someone elses cock-up or updating Twitter; when suddenly you get a call from an assertive young person promising all the telephone systems you can eat for FREE!
You are understandably sceptical, however, you've had the existing phone system for a number of years and, hell, if you can bag a deal like this then you will be a star, right? Well, maybe?
We're all business people so let's think about this logically for a moment.
Take a product or service that you provide. Good isn't it? Now, if this is a physical product or your professional time then that carries a tangable cost, right? Now give that to someone, for nothing, and consider the obvious consequences.
Firstly, no business in the world has ever succeeded in just giving stuff away for nothing, there has to be an income stream to cover the costs. So, you will be paying for the phone system, just not as explciitly as handing over a cheque. It will be built in to an extended service/rental agreement, which is in itself a dressed-up leasing document, tying you in for up to 7 years of inflated 'rentals'. At the end of which you will not even own the equipment!
Secondly, the company 'giving away' the phone system is not a telecoms company at heart, they are a finance house using telephone systems as a vehicle for the finance. How do you think the support and maintenance will shape up? If they have no investment in the phone system then this will directly impact on the level of service you receive.
Lastly, ALWAYS talk to your incumbent supplier who should be able to advise you on upgrade options that may not even involve a new phone system, just some new software or part-upgrade.
We have been unfortunate enough to uncover deals where a business has signed up to a 'free' phone system worth approximately £2500 installed, only to be locked in to a horrible finance arrangement resulting in the business paying over £14000 for the phone system. This is not uncommon.
Sometimes, free can mean free, just look at the detail.
The rule of thumb is that as long as the supplier qualifies the freeness of the free then you can feel more comfortable and understand the deal on face value.
For example, Extel will replace your old phone system with a new upgrade free of charge. The conditions of the offer are simple. You will let us dispose of your old system under WEEE regulations (helps toward carbon reduction), and the purchase the system cards and handsets from us. Easy.
So, free can mean free, it's just how free that's important.
You are understandably sceptical, however, you've had the existing phone system for a number of years and, hell, if you can bag a deal like this then you will be a star, right? Well, maybe?
We're all business people so let's think about this logically for a moment.
Take a product or service that you provide. Good isn't it? Now, if this is a physical product or your professional time then that carries a tangable cost, right? Now give that to someone, for nothing, and consider the obvious consequences.
Firstly, no business in the world has ever succeeded in just giving stuff away for nothing, there has to be an income stream to cover the costs. So, you will be paying for the phone system, just not as explciitly as handing over a cheque. It will be built in to an extended service/rental agreement, which is in itself a dressed-up leasing document, tying you in for up to 7 years of inflated 'rentals'. At the end of which you will not even own the equipment!
Secondly, the company 'giving away' the phone system is not a telecoms company at heart, they are a finance house using telephone systems as a vehicle for the finance. How do you think the support and maintenance will shape up? If they have no investment in the phone system then this will directly impact on the level of service you receive.
Lastly, ALWAYS talk to your incumbent supplier who should be able to advise you on upgrade options that may not even involve a new phone system, just some new software or part-upgrade.
We have been unfortunate enough to uncover deals where a business has signed up to a 'free' phone system worth approximately £2500 installed, only to be locked in to a horrible finance arrangement resulting in the business paying over £14000 for the phone system. This is not uncommon.
Sometimes, free can mean free, just look at the detail.
The rule of thumb is that as long as the supplier qualifies the freeness of the free then you can feel more comfortable and understand the deal on face value.
For example, Extel will replace your old phone system with a new upgrade free of charge. The conditions of the offer are simple. You will let us dispose of your old system under WEEE regulations (helps toward carbon reduction), and the purchase the system cards and handsets from us. Easy.
So, free can mean free, it's just how free that's important.
Monday 15 February 2010
Hosted VoIP or Local VoIP?
Good grief! You've decided to invest in a shiny, new VoIP phone system for your business and now you face yet another decision on whether to plum for a system hosted off-site or a locally installed rack-mounted unit.
There are benefits for both systems, neither is exclusively better than the other, so here is our overview of each to help you decide which is best* for you.
Hosted VoIP
A hosted VoIP service provides telephony with no requirement for a ‘tin box’ on site. The phone system is part of the service provider’s servers completely web-based.
Full configuration of your services is completed on line and you will pay a monthly ‘rental’ for each of the services such as telephone numbers (which is usually non-portable in the event of choosing another supplier), voicemail, caller ID etc.
Benefits of a hosted IP system should be a low initial capex and static monthly payment with zero maintenance. Handsets are procured as required and are covered by standard consumer right warranties.
Set up is normally a simple procedure for any tech-minded person. Calls to other users connected to the same provider should be FOC and a clear tariff on ‘break-out’ calls should be available at the time of order.
BEST FOR: Start-ups, short-lease offices, low staff numbers.
VoIP Telephone System
A VoIP enabled telephone system is located on site, usually rack-mounted with RJ45 oultet positions for simple patching to customer’s cat5e/cat6 cable infrastructure.
The system is installed, configured, maintained and supported by an authorised supplier. The system is compatible with ISDN or SIP trunks (VoIP trunk lines delivered down a dedicated ADSL circuit) using locally connected digital handsets internally or IP handsets for remote use.
Capex includes buying the system and the handsets, all are proprietary and fully maintained so are covered by maintenance and advanced replacements in the event of any problems. Monthly charges are limited to line rental and network services plus call charges. All services are negotiable and portable.
BEST FOR: SMEs with 10+ users, flexible end point requirements, large area offices.
So there we are, a brief outline to help you along the way toward your decision. Remember to contact us response@extel.co.uk for free impartial advice.
*Extel Communications do not offer a hosted VoIP service.
Tuesday 9 February 2010
VoIP gives free calls right? Wrong! (ish).
The telecoms industry's marketing of Voice over Internet Protocol (VoIP) has been negligent over the years with references to 'FREE calls' being let idly by when the real benefits have been largely glossed over.
What most business owners and IT & Telecoms managers are unaware of are the excellent operational functions of VoIP, how it can connect remote offices, greatly improve customer service, keep travelling staff in touch and enhance disaster recovery.
To the uninitiated VoIP is simply explained like this; when you connect an extension to a phone system you use a cable connection? Well, with VoIP, the internet is used to connect static and roaming extensions (IP extensions) and network compatible phone systems (Network IP Telephony). The result is wherever there is broadband internet and a way of connecting to it, you can have an IP extension.
Calls made IP to IP (connected to the same IP phone system or network IP phone system) are indeed FREE, yay! You know how calls made Skype to Skype, MSN Chat to MSN Chat etc. are all free? Well that's why, these are IP to IP calls.
A call originating as IP to a destination not on the same IP phone system or network will be sent over the public exchange network, which means it will be metred, which means it will be charged - often at inflated call charge rates, so BEWARE!
If your business has multiple sites then VoIP technology enables you to connect all the sites together which means you can share system functionality (voicemail, auto attendant, call recording etc.), calls made to one office can seemlessly be transferred to another site like an internal call. Inbound calls can be sent to groups containing extensions at different sites. Call management and statistics can be merged... and, yes, inter-site calls are all IP to IP, so free.
Homeworkers and roaming workers with access to broadband internet can be set up instantly without the need for a new line (up to 9 days) to be installed and once connected an IP extension works in EXACTLY the same way as an internal 'hardwired' extension. TECH BIT: An IP terminal is a digital telephone with a network card, simple.
VoIP has stepped up now with the introduction of SIP lines, superceding ISDN, which offer the same popular flexibility on trunk lines as with extensions. Companies are able to relocate outside their telephone exchange area without having to change their telephone number; SIP trunk lines are delivered via a dedicated broadband connection and can indeed save money.
Throw Hosted VoIP, soft switches, VoIP-ready, VoIP-enabled and SIP extensions in to the mix and the whole subject can be terribly techy, which is probably why the industry is happy to let the lazy free calls line be rolled out so often.
VoIP is not the future, it's the now, and it's a fantastic piece of technology, not a cheap free calls gimmick.
What most business owners and IT & Telecoms managers are unaware of are the excellent operational functions of VoIP, how it can connect remote offices, greatly improve customer service, keep travelling staff in touch and enhance disaster recovery.
To the uninitiated VoIP is simply explained like this; when you connect an extension to a phone system you use a cable connection? Well, with VoIP, the internet is used to connect static and roaming extensions (IP extensions) and network compatible phone systems (Network IP Telephony). The result is wherever there is broadband internet and a way of connecting to it, you can have an IP extension.
Calls made IP to IP (connected to the same IP phone system or network IP phone system) are indeed FREE, yay! You know how calls made Skype to Skype, MSN Chat to MSN Chat etc. are all free? Well that's why, these are IP to IP calls.
A call originating as IP to a destination not on the same IP phone system or network will be sent over the public exchange network, which means it will be metred, which means it will be charged - often at inflated call charge rates, so BEWARE!
If your business has multiple sites then VoIP technology enables you to connect all the sites together which means you can share system functionality (voicemail, auto attendant, call recording etc.), calls made to one office can seemlessly be transferred to another site like an internal call. Inbound calls can be sent to groups containing extensions at different sites. Call management and statistics can be merged... and, yes, inter-site calls are all IP to IP, so free.
Homeworkers and roaming workers with access to broadband internet can be set up instantly without the need for a new line (up to 9 days) to be installed and once connected an IP extension works in EXACTLY the same way as an internal 'hardwired' extension. TECH BIT: An IP terminal is a digital telephone with a network card, simple.
VoIP has stepped up now with the introduction of SIP lines, superceding ISDN, which offer the same popular flexibility on trunk lines as with extensions. Companies are able to relocate outside their telephone exchange area without having to change their telephone number; SIP trunk lines are delivered via a dedicated broadband connection and can indeed save money.
Throw Hosted VoIP, soft switches, VoIP-ready, VoIP-enabled and SIP extensions in to the mix and the whole subject can be terribly techy, which is probably why the industry is happy to let the lazy free calls line be rolled out so often.
VoIP is not the future, it's the now, and it's a fantastic piece of technology, not a cheap free calls gimmick.
Monday 8 February 2010
Extel start a blog; why?
The guys in the office were discussing ways to educate business people, who are tech savvy (and not so savvy) some of the pitfalls when investing in communications tech. We know that most people, even bright, intelligent people like you, are not experts in phone systems and telephone lines and cabling and stuff.
However, because you are bright and intelligent people you understand that the correct investment in communications tech will have a direct and positive impact on your business and your clients.
Our service team and account managers are constantly resolving issues and providing expert advice that may well be relevant to your business as well; so how do we get this information out there?
Welcome to extelbog, where we will be blogging about communications tech, news, views and hints & tips on subjects including telephone systems, network cabling, fixed line services, security systems and general business comments.
Our aim will be to educate and enlighten you and provide the sort of information you need when making real decisions on your business communications; we may even answer some of your most frequently asked questions, so check back regularly or follow us.
Communications tech is a fairly dry subject, so we will do our very best to brighten things up, promise.
If you have a particular issue you would like us to kick off with then please let us know here.
However, because you are bright and intelligent people you understand that the correct investment in communications tech will have a direct and positive impact on your business and your clients.
Our service team and account managers are constantly resolving issues and providing expert advice that may well be relevant to your business as well; so how do we get this information out there?
Welcome to extelbog, where we will be blogging about communications tech, news, views and hints & tips on subjects including telephone systems, network cabling, fixed line services, security systems and general business comments.
Our aim will be to educate and enlighten you and provide the sort of information you need when making real decisions on your business communications; we may even answer some of your most frequently asked questions, so check back regularly or follow us.
Communications tech is a fairly dry subject, so we will do our very best to brighten things up, promise.
If you have a particular issue you would like us to kick off with then please let us know here.
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