A major part of telecommunications consulting is assisting businesses with project management, such as the switch to VoIP. While VoIP can be a major cost saving tool, there are a few potential problems that businesses should consider before making the switch.

• Credit Card Machine Failure: Older, traditional credit card machines that use a dial-up modem for sending data will not work well over VoIP. Even older machines that transmit at significantly slower speeds may have varying degrees of success but usually do not work reliably. If your company uses these types of credit card machines, you will need to look into getting new machines that are able to connect via Ethernet.
• Fax Failure: There are many issues with faxing over a VoIP connection, some of which can be remedied with settings adjustments, though not all. Businesses that rely heavily on faxing or transmit long, detailed documents may opt in favor of keeping a traditional copper line for faxing purposes. For more about faxing over a VoIP connection, see the previous blog post, “Telecom Solutions: Faxing with VoIP.”
• Alarm System Integration Issues: While some alarm systems integrate well with VoIP, others may have integration issues that can lead to VoIP connection issues and compromised security. Alarm systems will need to seize the VoIP line in order to communicate with the company and VoIP service is not suited for the transmission of data required by many alarm systems. Before switching to VoIP, contact your alarm company to determine if there will be any compatibility issues with VoIP.
• Service Interruptions: Because VoIP is dependent upon an Internet connection, Internet and power outages can result in service interruptions. This is just one of those facts of life with telecom, but businesses need to take precautions against outages that can disrupt business functions. If your current Internet provider suffers frequent outages, you may want to consider switching providers before making the move to VoIP. You will also want to check with your future VoIP provider to see if they support call forwarding to another line, such as a cell phone, in the event of an Internet outage.

Though none of these, in themselves, is enough to prevent the switch to VoIP, businesses will have to take these issues into account and make any necessary changes or precautions to prevent problems that will interfere with business functions. For more information on making the switch to VoIP, or for your free telecommunications audit, contact The Sygnal Group at (310) 463-8400.

There is a growing demand on business departments’ IT units to manage mobile devices in an efficient and cost-effective manner. Businesses are continually seeking the help of telecommunications consulting firms for advice on telecom cost management while keeping the quality of service high. With the recent economic hardships, many businesses are considering adopting individual liable (IL) programs as an alternative to corporate liable (CL) programs. While these programs can cut mobile costs and avoid tax compliance tracing requirements, the long-run implications of IL programs can be extremely negative. Consider the following before deciding on IL programs:

1. Don’t let tax issues get you sidetracked! While a business may be absolved of taxes for personal use of employer-paid devices through adopting an IL mobile policy, this is easily offset by the additional time, IT budget and resources that would be spent in order to manage and secure personal devices.
2. Don’t get stuck paying consumer rates! With an IL program, there will be no usage discounts, other than what would be offered to the average consumer. However, with CL programs, businesses will have access to corporate volume discounts and other beneficial rate plans, such as pooled plans.
3. Manage a hybrid mobile environment well! If a business does decide to implement a hybrid mobile policy with a combination of IL and CL devices, it is imperative that they closely monitor and track non-corporate devices so that data access and security compliance are managed successfully. While this type of mobile environment will take much more effort, it is possible.
4. Ensure policy compliance by educating employees! No matter what mobile environment is implemented, mobile policies and mobile device management strategies must be aligned and explained clearly to employees. Employees must be made aware that if company data and/or pass codes are stored on a phone, and the device is lost or stolen, any phone used for corporate activity will be wiped remotely, regardless of whether it is a company- or employee-owned device.

Ultimately, each business will have to decide for itself whether IL programs, CL programs or a hybrid is the right way to go. For more information on telecom cost management or to receive your free telecom audit, contact The Sygnal Group at (310) 463-8400.

Businesses are constantly looking for ways to cut telecom costs, and SIP trunking can be an extremely effective telecommunications expense management tool. SIP trunking uses an Internet connection from your current PBX for a VoIP connection using Session Internet Protocol, or SIP. For basic information on SIP and a brief overview on how it works, see the previous blog entry, “SIP 101.”

So what is a SIP trunk? In the most basic terms, it is a single voice connection that is placed over an Internet connection. The VoIP “trunk” is connected to a provider who, in turn, routes the calls through their gateway. The significant savings are possible because the provider that routes the calls can offer packages at dramatically lower costs. This is because a significant portion of the call travels, at almost no additional cost, over the IP network or the Internet, and the provider can eliminate low capacity network lines and replace them with multiple capacity IP connectivity. Furthermore, because the calls are placed on the most economical route, over the carrier’s IP backbone and then to the media gateway, charges are reduced by eliminating tariffs that would normally be placed on numerous mid-route connections.

There are many benefits and features of SIP trunking in addition to financial savings, including virtual numbers in different geographic areas, easy addition of more trunks, ability to use an IAD, expansion of lines based on bandwidth, etc.

So how much could a business be saving by using SIP trunking? In some cases, the packages providers are able to offer through trunking can lower telephone costs by 30-40 percent. This is especially true for businesses that make a lot of long distance and/or international calls or receive a large volume of inbound toll-free calls.

The job of any good telecommunications consulting firm is, essentially, to save businesses money. For more information on how your business can cut telecom costs, and for your free telecommunications audit, contact The Sygnal Group at (310) 463-8400.

As one of the most popular telecommunications solutions, VoIP is receiving a lot of attention. However, there are many elements of VoIP services that are not widely understood by corporate users. One of these elements is Session Internet Protocol, or SIP. As a standardized signaling protocol, SIP is used for setting up, modifying, connecting and disconnecting two-party or multiparty communication sessions. The modifications that can be applied to communication sessions by SIP include inviting additional participants, adding media streams, deleting media streams, changing IP addresses and changing ports. SIP is typically used for executing video and voice calls over the Internet.

There are five parts involved in the making and stopping of communications that are supported by SIP. These are:

• Location of User: This part determines the location of the end system that will be used when placing a call.
• Availability of User: This part determines the availability of the end point to participate in a call.
• Capabilities of User: This part determines the parameters and media that will be used in a call.
• Setup of Session: This part establishes the session parameters for each party.
• Management of Session: This part invokes transfer, termination and modification services.

It is important to note that SIP does not provide services. Instead, it acts in cooperation with other protocols to provide services.

In a request/response transaction model like the one used in SIP, each transaction consists of a request on the server and one or more responses. These messages are typically sent in User Datagram Protocol, or UDP. When setting up a call, the invitation includes parameters for the form the audio or video will be using. The Session Description Protocol, or SDP, includes these parameters. Next, after both endpoints are in agreement, Realtime Transport Protocol (RTP) is used to exchange the voice or data packets, and specifies how programs will manage the real-time transmission of voice or video data.

For more information on VoIP, VoIP services or to receive your free telecommunications audit, contact the Sygnal Group, a telecommunications consulting firm, at (310) 463-8400.

Many businesses today are facing the iPhone problem. What is it? Put simply, employees want it and businesses can’t control it. The tens of thousands of applications and user-friendly interface has made the iPhone a phenomenon that has swept the country, spans age groups and has inspired employees all over the country to ask — with increasing demand — for the iPhone to be made available to them as their work mobile device. While the iPhone can be an effective telecom solution for expense management and increased productivity, it’s not without its drawbacks.

The iPhone has its downside in a corporate setting. It simply doesn’t allow for the same level of control, management flexibility or enterprise administration as other mobile platforms such as the BlackBerry. iPhone device applications are managed via iTunes, which leaves something to be desired for business information technology departments. Another challenge comes with the need to manage and control data stored and accessed on iPhones. Regardless, many businesses have sacrificed a measure of security and control in exchange for the user experience, nearly unlimited applications and intuitive interface provided by the iPhone.

So how can businesses make the choice between increased productivity inspired by the iPhone’s user experience and reduced control which can affect risk management, policy compliance, data/network security and application control?

One solution adopted by many businesses is to allow top executives access to iPhones, reducing the pool of phones to a level that devices can be managed individually. However, any business which attempts this will undoubtedly quickly have to face mounting requests of other employees which will likely never cease until they have their own iPhones. The good news is that as a device which is constantly evolving and with new software being constantly developed, security is gradually improving. For example, iPhones can now be wiped remotely if lost or stolen, which is a major advantage for businesses that deal with sensitive information. Businesses offering iPhones may also consider implementing a policy that requires employees to keep a password lock on their phones at all times as a measure of security.

When weighing the pros and cons of implementing iPhones, businesses should consider contacting a telecommunications consulting firm for advice. However, as it stands, there is no hard and fast rule for whether iPhones are perfect for any business. What it really boils down to is that each business will have to decide for itself whether to reject or embrace the iPhone phenomenon.

Businesses spend from 1 to 2 percent, on average, of their budget on communications — making it among the top corporate expenses. Telecommunications departments are under increasing pressure to ensure that these costs are well-managed, particularly given the recent economic hardships. However, as economic conditions improve, it’s important that telecom expense management doesn’t come at too high a price. That is, reducing telecom costs shouldn’t hinder the long-term growth of a business.

As businesses attempt to cut telecommunications costs, there are a few things that can be done to prevent losses resulting from economic cutbacks while still optimizing existing telecom resources.

Consider A Business Downturn Clause

Carrier contracts often span as many as three years, so many contract negotiations took place before the full effects of the economic crisis were being felt by businesses. In many cases, businesses have had to reduce staffing, causing them to fail to meet contracted usage volume commitments. If this is the case, there can be significant cost implications and the contract will require immediate attention. When negotiating a contract, consider a business downturn clause which may mitigate commitment volume and reduce or eliminate shortfall costs. For the best chance of arranging a favorable contract outcome, negotiate early, well before the contract’s expiration.

Reevaluate Mobile Management

While mobile devices are a vital part of business telecommunications, if not properly managed they can carry significant cost implications. Mobile management solutions should include usage tracking, user self-provisioning, monitoring and control applications, etc. A telecommunications consulting firm can help with rate plan optimization which can include pooling minutes and data plans. This can be an effective telecom solution for mobile cost management. Furthermore, an effective mobile management system can reduce help desk calls, which will help save money through associated productivity costs.

Ensure an Accurate Inventory

If a company’s telecommunications department does not maintain an accurate inventory, it is impossible to ensure the company’s resources are being used to their fullest capabilities. Organizations should have an accurate inventory of handsets, modems, ports, trunks, air cards, T-1s, numbers, etc. When inventories are inaccurate, businesses may spend unnecessary funds on assets they already have, such as unused lines or equipment placed in storage. Furthermore, when providing support, an inaccurate inventory may result in decreased productivity of the IT staff, as they attempt to gather the information that should be readily available in an accurate inventory.

Considering the recent economic hardships, many businesses see telecommunications consulting firms as a luxury. However, a good telecom consultant can save a business money for years to come by optimizing systems and detecting and recovering billing overages. To receive your free telecom audit, contact The Sygnal Group by calling (310) 463-8400.

One of the biggest problems with VoIP has always been difficulties with faxing. Many businesses chose to retain a traditional copper line to accommodate faxing, but there are some things you can try that may enable you to fax more easily over a VoIP connection. The Sygnal Group would like to provide you with some telecom solutions for faxing with a VoIP connection.

So what exactly is the problem with faxing over VoIP? Well, it has to do with the way faxing works. When a fax is sent, the data on the fax is broken into sounds, sent over a phone line, and then turned back into data by the fax machine on the receiving end of the fax. This machine expects a steady transmission of data; if some of the data is lost, the receiving machine shuts down the transmission. VoIP, however, is designed to compress voice, not analog signals. VoIP breaks up voice signals into packets and sends them over the Internet connection. In the process, packets can take slightly different amounts of time to arrive — some packets even may be discarded, but the receiving VoIP device is able to reassemble the remaining packets, allowing for a clear voice conversation. However, these discarded packets and inconsistency in packet arrival time can cause major issues when faxing.

So what can be done about it? First, try changing the settings on the fax machine so that the transmission rate is slowed down. The BAUD rate of the machine should be set to 9600 bps or lower. This can allow the machine to continue receiving the transmission, despite the fact that some pieces of data were lost. Also, many fax machines have an ECM, or error correction mode, that is on by default. Disable ECM on the fax machine, if present.

Other troubleshooting options for faxing over a VoIP connection are:

• Enable overseas mode.
• Select the standard resolution setting (as opposed to super fine).
• Remove splitters or devices from the line so that there is a direct connection from the VoIP to the machine.
• Clear or disable shutter tones on the fax line, which are used by VoIP providers to notify users of new voice mail.
• Place a DSL filter between the ATA and fax machine, in reverse position.
• Set the CHG Tone MIN Count setting.
• Plug in the power cord directly to the wall socket, as opposed to a power strip.

For other telecom solutions, contact the Sygnal Group, a telecommunications consulting firm, at (310) 463-8400.

Telecommunications consulting firms are constantly on the lookout for the right telecom solutions for every business. For some businesses, Asterisk IP-PBX systems may be a good alternative to traditional proprietary PBXs. Because Asterisk IP-PBX is backed by the open source community, applications are continually advancing and code is frequently written and adjusted. In addition, its software is a no-license-fee, free alternative to that which runs traditional PBXs. Because the software is free to vendors, they are able to add new feature sets without major costs to businesses.

Traditional vendor-specific proprietary PBXs, on the other hand, are “closed” systems. This means that hardware and phones that are manufacturer- and/or model-specific can lead to costly upgrades.

Benefits of Asterisk IP-PBX include a wide range of features, reduced cost because of its open price software and non-vendor-specific hardware, SIP trunking and the ability to add extra extensions simply by acquiring another IP-phone. Furthermore, signaling takes place over your LAN, making it an in-house system that reduces latency. Branch offices can also be added to the existing system by connecting through an Internet connection; remote workers are able to plug in a phone to their Internet connection at home to use extension dialing.

Asterisk IP-PBX features typically include advanced call forwarding, auto attendants, blast groups, find me and follow me, voicemail to email, call queue, music or personal hold recordings, conference bridge, programmable time options, automatic call distribution, Outlook integration, real time call logs, paging, web-based administration, name directory and integration with VoIP, PSTN lines and other IP-based phone systems.

Businesses considering using an Asterisk IP-PBX system that currently own IP phones may be able to use their current phones because the system can be configured to most IP phones. To see if your current IP phones will work with an Asterisk IP-PBX, or for more information on Asterisk IP-PBX, contact the Sygnal Group, a telecommunications consulting firm, at (310) 463-8400.

As a telecommunications cost management solution, many businesses are making the switch to VoIP. Once a business has made the decision to make the move to VoIP, one of their first decisions will be whether they will use softphones or hardphones. A hardphone is a physical phone that looks much like a traditional phone. It will have a key pad, handset, LED display, and physically sits on an employee’s desk, separate from the computer. There are a few areas to consider when determining if hardphones are a good fit for your telecommunications system.

• Employee Preference: Many employees simply prefer the way a hardphone feels. They are used to having a regular phone-usually with hard buttons, speakerphone capabilities, and an LCD display-and have grown accustomed to using them in their day-to-day tasks.
• Training: Because of their physical and functional similarity to traditional phones, hardphones require little training upon implementation and hiring.
• Mobility: Businesses whose employees do little or no traveling or telecommuting may find that hardphones are the perfect fit for their business. However, businesses that contain many traveling employees may choose to consider soft phones because of their increased mobility.
• Call Quality: Though the call quality gap between softphones and hardphones is quickly narrowing, hardphones still have an edge in this area.
• Features: Typically, hardphones offer more features than free softphone versions. However, there are a few features available to softphones, such as IM integration, that are not available in hardphones. Businesses should evaluate these features to determine if they will be important to the employee’s job function.
• Other Benefits: Hardphones enjoy reliable service that is not dependent on the functioning of the employee’s computer.
• Other Possible Drawbacks: Hardphones carry a higher cost both for the cost of the phone and installation.

For more information on softphones, please see the blog post, “VoIP Equipment: Softphones.” When attempting to determine if softphones or hardphones are a better fit for your business, a telecommunications consulting firm can help. Contact the Sygnal Group by calling (310) 463-8400 for more information.

Many businesses are making the switch to VoIP as a telecommunications cost management solution. Once a business has made the decision to move to VoIP, one of its first decisions will be whether it will use softphones or hardphones. A softphone is a piece of software installed on an employee’s computer that is used to make and receive calls via the computer’s built-in microphone and speakers or an external headset. The computer must be turned on and connected to a high-speed Internet connection in order for the phone to work. There are a few areas to consider when determining if softphones are a good fit for your telecommunications system.

• Employee Preference: Businesses such as call centers and any others that already use headsets will find the transition to VoIP softphones simple and easy.
• Training: In most circumstances, softphones require some training and an adjustment period while employees grow accustomed to using the new type of phone. In addition, remote employees will have to set up the phone themselves unless they are using their company-owned computer.
• Mobility: Softphones offer incredible mobility. Calls can be placed through broadband/WiFi connections when traveling. The same rates and charges will apply regardless of the employee’s physical location, so softphones can help avoid costly roaming or overage charges. In addition, with a hosted PBX, outbound calls appear to be placed from within the office, regardless of the employee’s actual location.
• Call Quality: Though hardphones used to be revered for call quality over softphones, great improvements have been made in this area and it is no longer a reason, in itself, to choose hardphones over softphones. However, this only applies if the caller is using a good quality headset. Callers using a computer’s built-in speakers and microphone will not only suffer from a lack of privacy but will most likely experience deteriorated call quality.
• Features: If using a free softphone version, it may offer fewer features than a hardphone. However, some paid softphone versions offer more features than hardphones. Some features include IM integration, Outlook integration, call forwarding, native conferencing and fax integration.
• Other Benefits: The cost of softphones is significantly lower than the cost of hard phones and the installation is much quicker.
• Other Possible Drawbacks: Many factors can contribute to downtime that are not within the control of the call center and without a high-quality headset, call quality may suffer.

When attempting to determine if softphones or hardphones are a better fit for your business, a telecommunications consulting firm can help. Contact the Sygnal Group by calling (310) 463-8400 for more information.