NEC System Feature Keeps You Connected

Unfortunately for many business owners and organization leaders, the telephone system used daily is packed with features that are rarely utilized.  Whether through poor follow-up by the installation contractor, lack of end-user support, or through acquisition of pre-owned equipment, there is a chance the phone system is not working as hard as it could.  Many features in modern business telephone systems have been created to increase productivity, improve quality of work and home life, decrease customer complaints due to mishandled telephone calls, and seamlessly conduct necessary business anytime, anyplace.

One feature that is valuable to those who are regularly on the go or need to stay connected after business hours is Mobile Extension.  Not every business telephone system is created with powerful features.  The NEC SL1100 and NEC SV8100 both come with the Mobile Extension feature.

There are many benefits to Mobile Extension.  Having access to all of the features of the desktop phone from virtually any external communications device, such as a mobile phone or home telephone, is beneficial.  One-number access uses the same business phone number for both the desk terminal as well as the assigned mobile extension.  Therefore, anyone who tries to reach an individual only needs one phone number to call.

This might appear intrusive to some, yet the control of the call is still with the user.  If an incoming call is not answered at the mobile extension, it can be programmed to follow the normal internal routing process (such as ring an assistant or place the call into voicemail).  If a Mobile Extension call is answered, users can access their desk terminal to transfer the call, place on hold, or even engage in a conference call.

Some might be concerned that placing outgoing calls from the mobile extension reveals caller information such as a home telephone number or cellular number.  With Mobile Extension, the user can place an outgoing call through the office communication server.  Using this method presents the caller identification as if the call was being made at the desk.  Not only does this preserve personal contact information, but also appears more professional.

Other useful desktop phone features that can be accessed by Mobile Extension users include Do Not Disturb, Station and System Speed Dial, Internal Group Paging, Meet Me Answer (Paging Group), Voice Over, Account Code, Park Hold, and Park Hold Answer.

Having the ability to conduct business, professionally, while on the go is important.  Those who travel regularly, take personal time off, or possibly have an unforeseen circumstance arise can all benefit from Mobile Extension.  Even rewarding employees with time away from the office, yet still able to stay productive, is another useful benefit.  With the flexibility of Mobile Extension, the useful business/organizational applications are endless.  Often, the benefits are priceless.

July 9^th Could Leave You Scrambling for Internet Service

In November, 2011, the FBI reported that six Estonian nationals were arrested for operating an internet fraud that infected millions of computer users worldwide.  Many users were infected with a DNSChanger malware and likely unaware.  The malware redirected users to servers controlled by the thieves which allowed them to alter web activity.  This often entrapped the user and usually infected the computer with additional rogue software.

After the arrests the FBI obtained a court order allowing installation of temporary DNS Changer command and control network.  The original court order was set to expire on March 8^th, 2012.  However, an extension was granted with an expiration set for July 9, 2012.  Therefore, on July 9^th, at 12:01am EDT, the temporary system will be shut down.

To check whether or not your computer(s) have been affected by this malicious attack, it is recommended you use the FBI DNS checker website at http://www.dcwg.org  .  Although this is not a 100% guarantee that an infection does not exist, it is a good indicator if an infection does exist.  Another good idea is to check to make sure the anti-virus software is running properly and has the most recent updates.  Since this malware is notorious for disabling security software, any malfunction could indicate a possible breach in security.

Once the secure servers are taken offline on Monday, July 9^th, any affected computers are likely to be without internet services.  The users will have to manually load anti-virus software back onto the computer, from a disk, or USB drive and run the proper virus/malware software.  One might need to hire a professional to clean the malware from the computer depending on the level of infection.

This malware can be disruptive to a business or organization, so it is highly recommended that proactive measures be taken prior to July 9^th.  Also consider voice communications and how the business or organization system is configured.  There could be a potential loss of telephone system service if the malware has affected components which help the telephone system function. The bottom line is to be proactive in order to keep business or organization functions optimized.

 Check Your NEC Business Telephone System Software Version

NEC has released a software update for the DSX telephone system.  Version 3.41 has some great features such as Wakeup Call, Email Synchronization, and IntraMail Queued Message Notification.  The release also improves caller ID handling, SIP extension errors and a list of other improvements.

To check which version software is currently running on a NEC DSX, press the intercom button, followed by #,*,#,*.  The version of the software will show on the display.

Wakeup Call 

This new feature provides motels, Bed and Breakfast establishments, assisted living and nursing home facilities to offer Wakeup Call services.  The requests are entered into the web-based Wakeup Call Manager.  Once entered, the DSX automatically rings the room telephone at the designated time.  If there is no answer, the DSX will ring the extension after a 30 second wait.  After the 2 attempt of no answer, the DSX automatically cancels the wakeup.  Wakeup Call Manager will also show the status of calls entered into the system as Pending, Answered, Not Answered and Cancelled.

Email Synchronization

This feature synchronizes the status of a voice mail message delivered by IntraMail Email Integration with the message recipient’s email inbox.  When Email Integration is enabled and the Sync when Read disposition is chosen, the status of the voice message is shown in the user’s email client when the message is opened.

Queued Message Notification

When there is no active message notification destination, Queue can store the request and will attempt to deliver the stored requests as soon as the destination becomes active.  For example, after hours messages are stored in queue and can be delivered to destinations at programmed times.

There are other added features with the upgrade.  Although some DSX users will find the added services beneficial, others might not be interested.  However, the software update also has many improvements and fixes several issues.  Therefore, it is beneficial for all DSX system users to update to the 3.41 version of software.

NEC SL1100 users can confirm system software version by pressing the Enter Navigation key (center of the navigation dial), dial 820, and press the Enter Navigation Key again.  The System Version will be displayed at the top of the display.  The current system version should be version 1.5.

NEC SV8100 system users can confirm software version by hitting the Feature button followed by the number 3.  The current version should be 7.

In an effort to keep your business telephone system optimized, it is advisable to have your system running the current firmware.  Contact a qualified NEC technician to back-up your system and flash the new firmware.

Voicemail Can Be Your Friend

An effective business or organization tool involves utilizing voicemail.  Users who embrace this technology and view voicemail as an asset portray a commitment to conducting business more professionally.  Have you ever heard a greeting which indicates the person was on vacation last month, or one that was recorded by a former employee?  One of the worst voicemail follies is untimely returned calls.  All of these instances do not speak well for the person or the organization.

With advances in technology, voicemail systems have become much more robust.  The newer systems have evolved into an essential communication tool that has made life at the office, and outside of the office, easier to navigate.  Having voicemail messages delivered to a smartphone via email or text message is a one example of modern conveniences.  The system features of modern systems go well beyond voicemail to email and can be configured to personalize individual preferences.

Regardless of how aged or new a voicemail system is, these general tips can help one improve business telephone communications.

Using your voicemail system:

Record a greeting

Find a quiet area with little to no background noise.  Relax as much as possible and practice the greeting a few times.  Be personal and inviting- Make sure you are smiling when recording.

Optional greetings

Use a standard greeting for days at the office.  The best practice is to change the greeting daily and announce the date and times you expect to be available.  For extended periods of absence, record a specific message for each occurrence stating the expected departure and arrival back to the office.  Whenever possible, state if you will be returning messages when absent.  If not, give an alternative extension or phone number to reach a colleague who can help.

Ring

If away from your desk, place the phone on Do Not Disturb or engage Out of Office mode.  This will reduce the amount of rings or eliminate any rings the caller will hear before going into voicemail.

Return Calls

If possible, state in your greeting when you typically return messages.  This gives the caller a benchmark for when to expect a return call.  Strive to return the call before the end of the day (or evening).  This practice can be one of the most beneficial to the success of an organization regarding telephone communications.

Keep your mailbox clean

Voicemail systems utilize digital memory to store messages.  When a voicemail box is not kept clean, the memory rapidly decreases.  Eventually the caller will receive a message that the message box is full.  This can indicate how business is conducted, and tarnish the reputation of an organization or employee.

Utilize Features

Find out what type of telephone system your organization has and what the capabilities of the voicemail are.  You might find helpful features that are not being utilized or never explored.

Upgrade

If a voicemail system is showing signs of age, or cannot handle the volume of business, it would be beneficial to explore upgrading or replacing the system.  Planning for a system change is always better than being forced into scrambling during a complete communication failure.

An organizations’ first impression is often judged on the telephone.  Developing solid telephone and voicemail skills will enhance the clients’ perception of the organization and likely lead to greater success.

Overview of Business Telephone Systems

Although email and smart phones have changed the way worldwide business is conducted, organizations rely daily on a business telephone system.  Whether an owner or an employee, the office phone system is often the most reliable and effective form of communication within an organization.  The following information is a brief overview of what a telephone system typically consists of and how it interconnects.

Key System Unit-less systems (KSU-less) are systems that do not require a central cabinet to control the call flow.  This system is generally less expensive since the telephones contain the software to direct the call route.  The KSU-less system is only advisable for organizations with less than ten employees and cannot be expanded.  Therefore, the system will need to be upgraded as growth warrants.

The KSU (Key System Unit) systems are ideal for an organization or business with up to forty employees or extensions.  Although KSU systems are often more expensive than Key-less systems, the Key system is ideal for a growing organization that is managing a tighter budget.  Key telephone systems offer some great features that make conducting business more convenient for employees.

Private Branch Exchange (PBX) systems pack the most features and flexibility for organizations with forty or more employees or extensions.  Although the initial cost of a PBX system can appear prohibitive, the simplicity of maintenance and expansion of the PBX system will be more cost efficient over the life of the system.

KSU and PBX systems both require a system control unit to route communication.  The system control unit contains a processor and modern units are typically the size of a small cabinet or the size of a desktop pc.  The system controller often powers the phones, manages incoming and outbound calls, interconnects telephones for intercom functions, houses voicemail functions and has a battery to back up the programming storage.  The system controller often provides an interface for ancillary equipment such as on-hold equipment, overhead paging amps, and computer connectivity.

Obviously the most notable component of the business telephone system is the desk terminal (telephone) itself.  Telephones can be wired directly back to the control unit.  Larger systems are generally wired to a rack that contains a panel where the control unit interfaces with the multiple extensions.  The compatibility of a telephone with a control unit will depend on the manufacturer and type of system (digital or analog).

Having a general understanding of a commercial telephone system can be beneficial.  Not only can it help one troubleshoot small problems, but also can help one locate the components of a system when necessary.  As always, it is a good idea to consult with a licensed qualified contractor whenever your commercial telephone system needs service.

Benefits of Video Security for your Business or Organization

There are many benefits to installing a video security system at a commercial establishment.  Most people immediately think of a retail business or office building when commercial establishment is mentioned.  However, recent crimes and vandalism has led organizations and leaders in institutions to consider the benefits of video surveillance in order to protect infrastructure, employees, and the general public.

The obvious benefits to having a video security system at a place of business are numerous.  Most install a system in order to provide protection of property and for loss prevention purposes.  As with any retail environment, theft is prevalent.  Being able to document the crime, possibly recover stolen property, and aid in the prosecution is important to an establishment.  Patrons also have a sense of safety whenever a video security system is utilized.  The image of an organization helping protect the consumer, as well as the business, can be a good public relations tool.

Some establishments might choose video monitoring within the workplace in order to confirm employee productivity and performance.  In higher risk industries, video monitoring can be used for safety and to help deter false worker’s compensation claims.  Compensation insurance protection premiums can skyrocket after a worker’s injury claim, thus installing video security cameras in public employee areas can often be an economical prevention to false claims.

Although video monitoring has many advantages for retail businesses, there are other industrial and organization applications.  For instance, automated manufacturing processes are often completed by machinery with little to no human interface.  Manufacturing applications of video surveillance can include monitoring automated equipment or processes for any problems as well as correcting glitches within a production facility.  The benefit of having documentation for isolating a mechanical or systematic problem can be beneficial for solving a matter effectively.

Sadly, some of America’s most sacred establishments have fallen victim to random violence.  Present day reality in the United States is that no grounds are immune to criminal activity.  Since the beginning of 2012, church organizations across the United States have experienced violence on church property in Maryland, Colorado, Washington, South Carolina, Florida, Missouri, Michigan, Ohio, and Texas.  The increased violence has led many religious organizations to consider installing video security systems to help discourage, or possibly prevent violence.  This proactive measure is also beneficial by deterring vandals from causing damage to church property.

Regardless of the type of organization, business, or establishment, the benefits of a properly installed and serviced video security system outweighs the drawbacks.  The ability to protect infrastructure, patrons, equipment, inventory, employees, residents, and lives should be considered a small investment rather than an expense.  Lack of protection can result in extreme financial hardship and severely damage a reputation if an organization is proven negligent by not providing a safe environment for patrons and employees.

Expense was once a factor when considering a video security system.  Just like most other technology, the price of security cameras and digital video recorders has drastically fallen.  A quality system can be custom designed and installed at a fraction of the investment from a few years back.  Find a reputable licensed contractor to discuss your needs and obtain a free estimate…before you become a victim!

Protecting Your Business Phone System from Power Surges and Power Outages

The summer months are approaching which typically equates to severe storms and damaging lightning throughout our area.  The impact of a power surge or power outage can be a devastating and costly mistake for your business.  The ramifications of not having proper protection are not only damaged equipment but also loss of communications with potential customers or consumers.  The following are some considerations to help keep your communications systems protected from power surges or power outages.

Most individuals who invest in computer hardware or other expensive electronics are familiar with surge protectors and battery back-up units.  However, many have overlooked or failed to safeguard their business communication system with properly sized and installed protection equipment.  Those who have the proper equipment in place often fail to maintain the equipment to ensure battery life is adequate in the event of an outage.

Just like any other computer, the main processor located in the chassis of the telephone system is susceptible to power surges and spikes.  Therefore it is paramount the main processor of the phone system be protected.  It is also recommended any modem, router or other powered switches be plugged into a quality surge suppressor.  Not every surge protector is created equal, thus we recommend paying close attention to the Joules rating (which defines energy absorption by the unit per single incident prior to failing).

Also consider a battery back-up unit to power the phone system during power failures or outages. The size of the main processor’s power requirements, plus the power requirements for ancillary equipment (switches, modems, etc.) needs to be considered when selecting the size of back-up and desired up time during an outage.  Keep in mind that VoIP systems rely on internet connectivity so the router and any powered switches would need to be on a back-up devic as well.

VoIP terminals (or desk telephones) rely on power as well.  While some telephone manufactures offer power over Ethernet (PoE), other telephones are required to be plugged into a wall power outlet.  Thus, either the phones need to be powered at each location by a battery back-up device, or the power injector for PoE terminals will need to be on a back-up system.

May is always a good time to ensure your business communication protection and back-up system is functioning properly.  Since batteries in back-up units do not stay viable forever, it is good practice to test the power unit to ensure your system will provide the power needed during an outage.  For extended periods of power loss, make sure you know the location of the analog telephone and plug location.  Although the modern system conveniences will not function, an analog telephone will allow you to stay connected to the outside world and take calls if your system has the analog support capabilities.

Remember, the cost of an emergency telephone system repair visit, parts, and labor can be expensive.  The potential loss of business while a phone system is out of service can lead loyal customers to find a new provider they can communicate with.  The proper surge protection system and battery back-up is an affordable and proactive business decision that should be considered prior to the annual thunderstorm season.

What to consider when buying a new business telephone system or upgrading your current office phone system?

A business communications system is vital to the success of any operation.   Although smart phones and wireless technology continue to develop and enhance quality of business life, the wired business telephone system remains critical in a successful office.  Investing in a phone system or choosing to upgrade a current system to newer technology can be a daunting task.  Therefore, this article will guide you through the considerations to help narrow down a business telephone system that fits your needs.

First, start by determining how many lines you will need (including fax machine, credit card terminal, security system, elevator, etc.).  Then decide what type of service you have, or will be getting from your phone company.  Typically, service to your building would either be traditional CO (sometimes referred to as POTS), T-1 with a channel bank, T-1/PRI that feed directly into the phone system, or SIP Trunks via broadband.  When upgrading or choosing a new telephone system for your business you should consider an alternative to CO lines due to their cost.

Next, decide on the number of phones (or stations) needed and the type of phone desired.  Types of office phones are Onsite digital, Onsite VoIP, Offsite VoIP, Softphone VoIP, and onsite wireless handsets.  (We will discuss the differences in the types of phones and specific features in a separate article.)  Once the type of phone is determined, a good idea is to consider the user at each station and the model features necessary for that user or job function.  As an example, the operator or receptionist might need a console to be able to see all lines and extensions for ease of use and seamless call transfers.  However, an executive’s terminal might need less buttons than the operator, yet more than a secretary.

Once the number, size and functionality of the desk phones are determined, it is also worth considering the features of the system that are important to you.  The following is a list of some popular features modern business phone systems offer that should be considered.

• Computer Telephony Interface (CTI).  CTI integrates a computer with the telephone system for added functionality.  Computer-based operator console, call center software and call accounting software are excellent examples of CTI.
• Voicemail.  Consider how many users will need a voice mailbox.  Also think how you wish to receive the voicemail or notification of a new message.  An example is voicemail to email which sends an audio file of the message to your email.  Many other convenient solutions are available to enhance the voicemail user experience.
• Faxmail.  Although fax documents have declined as email and scanners gain popularity, some offices rely on fax machines to perform business vital business functions.  Faxmail is an option where users receive faxes in their email as an attachment.  Faxes can also be sent directly from the desktop to a fax machine or another computer that has fax capability software.
• Incoming Calls.  Consider how incoming calls will be answered.  Typically calls will be answered by an individual or an Auto Attendant.  If utilizing Auto Attendant it is important to consider incoming call volume when considering a new business telephone system.
• Multiple Locations.  If employees are stationed in multiple locations or spread across the globe, selecting the right system and type of system features can greatly increase productivity.

Consideration needs to be given to the type of existing internal cabling.  Traditional digital systems use Category 3 (Cat3) wiring to each location a phone is needed.  VoIP phones require Category 5 (Cat5) or higher at each desired handset location.  Some VoIP telephone systems have phones with a pass-through port which allows the phone to use the computer terminals network access.  No additional line would be needed in this instance.  Remember all VoIP phones require power to function.  Some only plug into an electrical outlet while others offer PoE (Power over Ethernet).

Finally, protecting your office telephone system investment is important.  Choose a power back-up that is sized to run your phone system and modem/router during short power outages.  Be sure to check the system warranty as well as typical costs for a service technician to visit when necessary.  Also, consider a maintenance agreement with a reputable, responsive, and authorized provider to ensure your investment continues to work for your business.