blog
    What type of phone system should I buy?
    Monday, 30 August 2010 13:17

    When considering a new phone system, small business owners will be confronted with an avalanche of information about the benefits of Voice over Internet Protocol (VoIP) telephone systems versus traditional digital or analog. While choosing an appropriate signaling technology is certainly important, many small businesses ignore a very basic—but in many ways more important—decision: Should I purchase a Key System or PBX?

    The Key-or-PBX decision has a much greater impact on the day to day operation of the phone system than the VoIP vs. Traditional. The processes used to perform even the most basic functions on a PBX are very different from those of a Key System. Determining which option best fits its organization requires small businesses to understand the differences between the two.

    On a Key System, each telephone set has buttons or keys that represent each outside telephone line. If a business has four lines, for example, lines one through four would be programmed to appear on corresponding buttons on every phone. When one of the lines is in use, a red light on the button illuminates. Making an outside call requires pressing a line not in use (i.e. not red). Routing incoming calls to the appropriate end-user is a simple but somewhat manual process. If Joe, for example, answers an incoming call for Bob, Joe places the call on hold and pages or, in most cases, yells, “Bob, line two!”

    One issue with Key Systems is that they offer limited room for expansion: What happens when our example business with only four phone lines grows to 20? Does it need to equip all end-users with expensive 20-button phones? A PBX system solves this problem.

    The main purpose of a PBX (Private Branch eXchange) is to route a large volume of incoming and outgoing calls in the most efficient, albeit less personal, manner. On a PBX, calls are typically answered by an operator or an automated attendant (i.e., “Thank you for calling ABC Company. If you know your parties extension…”). Once answered, the call is transferred to the appropriate extension and not monitored by the person or machine who originally answered it. Many PBX systems also have direct inward dial (DID) capacity that allows outside phone numbers to route directly to extensions. If the direct or transferred call is not answered by the end-user, it will follow a preprogrammed coverage path that tells the system how to handle the call. The usual call path is to forward to voice mail.

    On a PBX, phones do not have buttons to represent every line because a PBX was originally designed for systems with more phone lines than buttons. Instead, all of the outside phone lines are consolidated into a “line pool.” To make an outside call, end-users don’t have to search for a line not in use. They just “dial 9” and the PBX gives them the first available outside line from the pool.

    For companies with employees who reside at their desk most of the day, a PBX can be an excellent fit. Incoming calls are quickly delivered to the appropriate person, while phone lines for outgoing calls are assigned automatically as needed. Coverage paths automate most of the manual processes of a Key System, which can result in increased efficiency. A potential problem occurs, though, when an important call arrives and an exception to the normal call coverage is necessary.

    For example, an incoming call is transferred to Mary, who doesn’t answer. When the caller receives Mary’s voice mail, he/she decides to press zero to return to the operator and have Mary paged. The operator can’t put the caller on hold and tell Mary to pick up line 10. On a PBX, with no buttons on the phones to represent phone lines, neither the operator nor Mary has any idea which line the call is occupying. To resolve this situation, PBX systems use call parking. Parking places the call on hold by assigning it a code that can be dialed from any phone on the system to retrieve the call. The typical operation involves pressing a PARK button, then listening for the system to speak the park code (the system actually says “Call Parked on 9001”, for example) or display the code on the phone itself. The operator would then page for Mary to “pick up 9001.” Mary can dial the digits from any phone to retrieve the call.

    Imagine the potential end-user frustration if an employee has to learn the Call Park operation of a PBX after using the “pick up line two” method of a key system for many years. Even a much less drastic change in operation, such as dialing 9 instead of pressing a line key to make an outside call, can result in an employee revolt. In the worst case scenario, a highly advanced PBX that would have provided reliable service and great benefit for several years is removed from service just days after implementation.

    Despite some of the challenges, a business with a Key System should not rule out a PBX as a possible replacement. Many businesses have made the transition from Key Systems to PBX quite gracefully when the implementation is planned carefully and comprehensive training is provided by the system vendor. Once the new processes are mastered, organizations find that the streamlined operation and the use of call coverage capabilities of a PBX can greatly improve their employees’ overall efficiency. Additionally, since the PBX was originally designed for larger organizations, many businesses are finding that the feature set of these types of systems are more robust than that of a Key System (of course, there are many exceptions).

    Some simple practices can avoid potential problems when choosing a new phone system: Businesses should decide which operation (Key System or PBX) best suits their needs before evaluating the technology to purchase (VoIP, Digital or Analog). If a decision is made to change from the existing operation, the impact of the change should be communicated to employees, customers, and vendors well in advance of the installation.

    This e-mail address is being protected from spambots. You need JavaScript enabled to view it

    www.goccsg.com
    Choosing a competent vendor to assist in evaluating the solution can make a world of difference. A skilled telecom professional will spend more time discussing how the operation of the phone system affects or enhances business processes than listing the features of the system or espousing the benefits of VoIP over analog or digital. Top vendors have a clearly defined process for assisting their customers in finding the ideal phone system for their specific needs and implementing it in a manner that seeks to satisfy all the parties involved.

     
     
    Smooth Move
    Monday, 30 August 2010 13:15

    Moving your office to a new location is a considerable endeavor affecting nearly every aspect of your business operations. While there are many important projects to consider, ensuring that the primary means of communication-aka your telephones-transition seamlessly should be one of the top priorities.

    Successfully moving the phone system is vital. If you have ever experienced a few hours of downtime you will know what I mean. This can cause thousands of dollars in lost revenue or opportunities. Even the most competent professionals can experience a heightened degree of stress due to the scope and time-sensitivity involved in the project. Unfortunately, most businesses make sure that their coffee services are moved well in advance of the phones. Taking the time to put together an action plan well in advance, though, will keep anxiety to a minimum. The following five steps will help you get started.

    1. START EARLY. Each of the services required for your move will typically take 30 to 60 days to implement. Addressing these steps early in the move process will ensure that you have ample time to evaluate your options. Waiting as late as even a full month before your move date could result in hasty and potentially expensive decisions due to a time crunch. If possible, begin making arrangements ninety (90) days or longer in advance.

    2. ESTABLISH LOCAL, LONG DISTANCE AND INTERNET SERVICES. Contact your current local voice and internet providers to find out what services are available to you at your new location. A good provider will review your current setup and determine if a different solution or contract would be of a benefit. If your current provider does not offer a review, it might be in your best interest to check out the competition. Technology and products continue to improve and prices are constantly changing in today’s market.

    A major consideration for most businesses when they move is whether they can keep their main listed telephone number. Traditional local telephone providers (former regional Bell companies) usually have geographic restrictions on what number can be assigned, even in the same city. If your business is moving across town or further, it is likely that a number change will be required by those carriers. If keeping an existing number is important and your current provider requires that you make a change, consider switching to a different carrier. Competitors to the former Bell companies typically do not have the same restrictions on phone number assignment and will be able to move, or PORT in telecom lingo, your existing numbers over to their service. Timing is crucial. Porting numbers form one carrier to another can take up to 6 weeks and requires a great deal of coordination between the new and incumbent carriers.

    3. DECIDE WHETHER TO MOVE YOUR CURRENT PHONE SYSTEM OR PURCHASE NEW. Moving offices presents a great opportunity to evaluate whether your existing system is still meeting your business requirements or not. Your service provider may recommend a change in your local and long distance services when you move that will save you hundreds of dollars per month but will not work with your existing phone system. Changing from analog phone lines to a digital circuit (PRI), for example, could prompt a system change or upgrade if your current phone system does not support this type of service.

    If your system is over five (5) years old, it is likely that new technology could increase efficiency and reduce costs. If you office move is prompted by company growth, your current phone system may not have the capacity to handle the increased end-user or traffic. For older phone systems, it may not make financial sense to sink the move cost into a system that is discontinued or no longer supported. On the other hand, a system less than five years old may just need some minor configuration changes or upgrades to accommodate your new environment, costing much less than a full system replacement.

    A complete telephone system vendor will conduct an extensive needs analysis to help you determine whether a system change is necessary. Favor vendors who will focus on your business operations, processes, and people first. Be skeptical of vendors recommending acronyms and buzz words without merit. (See our “What type of phone system should I buy?” article online at www.goccsg.com)

    If you plan to move your existing system, choose a vendor who is certified by the manufacturer. A certified technician will be able to address any possible problems that may arise during the transition and will have access to manufacturer resources that can assist in almost any scenario.

    4. DETERMINE VOICE AND DATA CABLING REQUIREMENTS. If you are moving to an existing building that was occupied previously, some cabling may already be in place. Share your floor plans with your cable installer. If you do not have a floor plan for an existing structure, make your own drawing of the layout and mark where each phone and computer will be located.

    If you are constructing a new building, new cabling will be required. Cabling a new facility will require an accurate electrical floor plan drawn to scale. Ask your general contractor or architect to provide one to you as soon as possible.

    It will usually cost less if your computer networking equipment and your phone system reside in the same location. Your cabling contractor can follow the same route with both voice and data cabling, reducing the overall labor cost. Locating this room in a central area of the building will lessen the amount of hardware needed to complete the job and avoid distance issues on your data network.

    One area that is overlooked is the extension of your local, long distance and internet services into the equipment room from the building entry point. It is likely that this entry point, called the point of demarcation (dmarc) will be in a different area of the building than your equipment room. Most service providers will not extend their dmarcs, deferring to your cabling contractor for this service.

    It is helpful to schedule a conference call between your phone system vendor, cabling contractor, and network integrator if they are all separate entities. The type of phone system you are installing will likely determine the type of cabling required. Your phone system vendor will know exactly what is needed and is most qualified to communicate those needs to your cable installer. If you are moving into an office with existing cabling, your phone system and network vendor will need to determine if the right type of cable is available at each phone and computer location. For a new facility, it is a good idea to run data grade cabling for both voice and data. Data Cabling (Category 5e or better) is required by the newer voice over IP (VoIP) phone systems and is not much more expensive that the traditional Category 3 voice cabling. Even if you are not planning to implement a VoIP system now, cabling is a permanent fixture in your new building, and it makes good sense to plan for the future.

    This e-mail address is being protected from spambots. You need JavaScript enabled to view it

    www.goccsg.com
    Make sure that your cabling contractor obtains all of the appropriate permits and that they meet the building code requirements for your area. Also, make sure that the contractor is properly licensed and insured. This could cause financial issues down the road if the contractor does not carry the required insurance. Select a cabling contractor who is familiar with the regulations in your county and will commit to pulling all if the appropriate permits required to perform the work. Complying with codes can also make a difference in the price quite so be sure to gain a commitment upfront that the proposal you receive meets the appropriate specifications.

    5. HIRE OR DESIGNATE A PROJECT MANAGER. A successful telecom move requires the coordinated efforts of service providers, phone system vendors, cabling contractors and data vendors. The most frustrating part of the transition can be delays caused by lack of communication among the parties involved. A dedicated project manager can make sure that everyone is on the same page. If someone in your organization is not available to take on the role of project manager as a primary responsibility, consider hiring an outside party on a temporary basis. As an alternative, many phone system or data vendors offer project management as a professional service or even as a value added component of their product offerings.

    Moving a phone system to a new office is a long process that requires organization skills, diligence and, not to be overlooked, the ability to work well with others. The process doesn’t have to be a harrowing experience, though. Remember to select only the highest quality vendors and service providers, and remember to keep your sense of humor. If you use these five steps to guide you through your course of action, you will enjoy a smooth move without missing a call.

     
     
    A Letter from Gary Bailey
    Wednesday, 04 August 2010 20:12

    I just wanted to take a moment to share with you the exciting changes we are making here at CCSG, Inc. We have released some great new products, had some great growth successes and are thankful to all of you who have made this all possible.

     

    First, let me talk about some of the new products that we have released in the last 8 months.

    1. TVS Hosted VoIP PBX

    With our top engineers, we have developed, released and signed up our first customers on the TVS Hosted platform. After many months of research and development, trial and error, we have a very feature rich and yet cost effective telephony solution for the small to medium sized business. Little upfront costs, no large capital expenditures and enterprise feature packs, the TVS Hosted PBX is a solution sized to fit any budget or company. If you want to know more, please do not hesitate to contact one of our account executives.

    2. CCSG Remote Backup

    We have partnered with Gillware Data Services to provide a very robust and cost effective remote backup service. After the flooding in May, it became very clear that many businesses did not have any type of offsite data backup services or, for that matter, any backup services at all! Also, did you know that most businesses DO NOT REOPEN after a major disaster due to not having a disaster recovery plan in place? So, working with Gillware, we now have a very good offsite backup service to fit any budget. Does your company use Quickbooks®, Quicken® or Peachtree® accounting packages? Contact one of our account executives and they will set you up with a FREE accounting backup plan (Up to 2 GB). You can have your vital accounting information backed up within minutes and have the peace of mind that no matter what happens; your company’s financial information is safe and sound.

    3. Complete Maintenance Packages

    Did you know that we do phones as well as computers? That is correct. We sell and service phone systems as well as computers and servers. So, to address all maintenance concerns, we have introduced maintenance packages to help our clients not only budget their monthly service costs but to actively take back control of their infrastructure. Are you tired of vendors pointing fingers at each other and not wanting to take responsibility? Since we are one point of contact for all voice and data and we work with all of the providers out in the market, we can help you reduce your monthly communication and IT spending while helping you take control of your service needs.

     

    We have also had some great growth over the last 8 months. We moved our corporate offices to our current location, launched the new goccsg.com website, and hired new technicians and account executives with plans on further expansion in the coming months to add other support personnel. We owe it all to you, our great clients and partners. Without you, none of this is possible. So, a very big THANK YOU!

    We still have a lot of plans to accomplish this year. We are expanding our dealer program for our TVS VoIP Phone System, implementing a monthly TVS Training Course in our training facility and launching a new web site for the TVS Phone System and Hosted PBX Products. We are constantly striving to improve our service offerings and to meet the needs of our clients. If there is anything you have questions about or what to know more about please do not hesitate to contact us anytime.

    Sincerely,

    Gary Bailey

     
     
    The Secret Of Sales - Part 1
    Tuesday, 08 June 2010 18:41

    Whenever someone says “The Secret of……” fill in the blank, it usually turns out the “secret” was not a secret after all but an obvious statement of…well…the obvious. But a lot of businesses suffer from a lack of know-how when it comes to sales so I thought I’d take a stab at dispensing some “wisdom” in the area.

    The first “secret” of sales is obvious yet rare to find:

    Ladies: have you ever gone shopping for an outfit for a special occasion and been helped by a clerk/salesperson that really did help you find the perfect outfit? Someone who understood your need and worked to find the perfect thing for you?

    Guys: Have you ever gone into the hardware store looking for the tool(s) you needed on a project and were blessedly rescued by a knowledgeable employee that not only showed you the right tools and parts but also gave you some valuable information to save you time and multiple trips back?

    Both of these scenarios illustrate the first and biggest secret of sales. Caring for the customer!

    Both illustrate the sales person had this quality as part of their natural way of dealing with people. It’s not phony or faked…it’s real. The salesperson that has this as part of their modus-operandi will attract customers and almost never have a down period. People will go far out of their way and even pay a higher price…just to do business with this person.

    If your sales are slumping…putting emphasis on just this one point is guaranteed to help turn it around.

    Written by: David LaCroix

     
     
    How To Get A VoIP Phone System For Free (almost)
    Tuesday, 08 June 2010 18:28

    Case Study: A Client came to us because their company was moving into a new office space and they needed the office wiring done, phone and Internet service, as well as a new phone system.

    Normally the wiring would involve running two cables to each workstation for voice (phone) AND data (computer/Internet). Using our VOIP, TVS phone system meant that one cable to each workstation carried both the Data and Voice traffic on a single cable. It also eliminates the need for power adapters on each phone. By doing this we were able to reduce the number of cable “runs” necessary for the business by almost half. The savings on the cabling nearly equaled the cost of the phone system.

    Needles to say the client was very happy with the savings. They now have the best possible voice and data service matched up with a state-of-the-art phone system that can handle any of their communication needs.

    Written by: David LaCroix
     
    More Articles...
    << Start < Prev 1 2 Next > End >>

    Page 1 of 2

    Main Menu

    Contact Us!

    Our physical location is:
    1101 Kermit Drive
    Suite 120
    Nashville, TN 37217

    Our Mailing address is:
    P.O. Box 140624
    Nashville, TN 37214

    Our telephone numbers are:
    Sales and Information: 615-690-8650
    Technical Support: 615-321-8350
    Fax: 615-690-8653
    Toll Free:  1-877-479-1882

    Our email addresses are:
    Sales and Information: sales@goccsg.com
    Technical Support: support@goccsg.com

    Get the CCSG Newsletter

    Enter your e-mail address: 


    Home | Blog
    Website Design Nashville