The publisher Clipboard Publishing made a complete change to VoIP last year. They have done this through Voiceworks, which uses Managed Voice to offer a total solution for digital telephone services. Raymond Luijbregts, editor in chief, described the case in the magazine WINMAG Pro 2.2011.
We admit it; the situation before the switch to the VoIP was nothing to write home about. We had an in-house ISDN switchboard, which handled all telephone traffic, including that from another publishing company occupying the same premises. The system manager, officially employed by the other publishing company, was responsible for the proper functioning of the server. An impressive job, because the maintenance was definitely complicated. Nobody else could look under the hood, because the slightest incorrect setting could disrupt all telephone traffic and configuration screens were complete gobbledygook for non-technicians. In addition, the system manager was only present a few days a year and the rest of the time he worked from his home in Israel. Long story short: after the departure of the other publishing company, we had to find an alternative for the now manager-free ISDN carnival as soon as possible.
A ready-made solution
We went into business with Voiceworks and purchased their ‘Managed Voice’ service. In a weekend’s time, all offices had VoIP phones, no different to regular phones on the outside, but completely ready for the digital phone work on the inside. The solution offers us many advantages. Most important is possibly the management, or in other words, the lack of management needed. Once you are connected to your network, you barely need to perform any maintenance. If you get a new colleague, you can register him or her through the user-friendly configuration screen, providing him or her with a unique three-digit number. Then it’s a question of connecting an additional device to the network and signing in with your personal number. One, two, three, done. The configuration simply works from the browser through a clear, straight to the point interface, and is performed at our company by a skilled employee. That is not something that our system manager has to be called to the office for. The calls themselves are provided with all conceivable options. Forwarding, voicemail, placing on hold – everything you expect from a business call is available. The call quality is notably better than through the normal phone line, especially if a digital system is also used on the other end of the line.
More flexibility and control
The configuration options go far. For example, you can alter your settings so that your company will no longer be available after a certain time, but you can still reach people on their direct dial numbers. For home-based employees, it’s a question of ‘connect and go’; they take home a random device, connect the device with the home router using the UTP cable and register to the VoIP network using their three-digit code without tinkering or other complicated actions to do with port settings. Then they are ‘simply’ available on the company number as if they were at the office. They can also forward calls to colleagues or make internal phone calls. Plug&play. We regularly use that feature ourselves and it suits us perfectly. Another useful feature, which we now find almost indispensable, is the automatic digital recording. Every conversation is saved in an mp3 file on the server. Convenient for the editor (telephone interviews) and sales staff (training and evaluation of telephone sales calls).
Controlled and convenient calls
The ease of controlling calls may by the biggest convenience. We simply don’t have to look at a temperamental ISDN server any longer, everything is strictly monitored by Voiceworks. The availability is excellent as well, the last breakdown occurred in August 2010. However, that only lasted for a few hours, and we were kept well-informed about the progress of the repair. What’s more, all critical components at Voiceworks are now more compatible, which minimises the possibility of a breakdown. Are there any disadvantages for us? To be honest, no. We should have switched much sooner. Another lesson learned.
- WINMAG Pro
- Bekijk hier het artikel dat verscheen in WINMAG Pro 2011 mei editie