On checking their latest billing we noticed several chargeable line items such as “extra care”, “line assurance”, “critical care”, and “fraud monitor” and these line charges added up to an additional £150.00 on the bill.  Customers are always rather taken aback when they realize that they are paying for something they haven’t asked for.  In reality, these services should be offered by telecom providers free of charge as part of delivering good working practices and ensuring the customer’s phone systems are running efficiently without undue risk of business interruption.  Unfortunately, customers are continuing to be charged extra for this level of a standard service. 

Some telecoms providers like to make the telecoms world look a scary and mysterious place. Telecoms is one of the few industries where customers can still have the wool pulled over their eyes. So it is no surprise that our industry is unloved and untrusted which is a shame for companies like Numberite who only want the best for their customers.

Numberite is committed to providing our customers the best possible service with competitive and transparent pricing.  We only charge customers for services from which they will see a real benefit from and we explain exactly what they are paying for. 

To discuss your latest bill or any aspect of your phone services, call Mark or Pauline on 01392 241666 or better still email your latest bill to mark@numberite.co.uk  as there’s a good chance you are paying too much!  

If so, Numberite has a solution to allow you to continue advertising your mobile but make clear calls. The setup is quite straightforward and we offer full support to get this solution working. There are a few steps and these are:

1) We supply a new virtual number – This is free set up and then only £6 per month. You forward your mobile calls to this number. You do not need to advertise the number and this can stay hidden.

2) We supply either a desk phone, Smartphone app or Windows PC app which can take your call. The app is free but phones can be selected here.

3) We allocate you an “Extension” to add to the device or app which then links to the new virtual number. We set this to show your mobile number when you call out. The extension is supplied for £6 per month.

4) You make and receive calls as if using your mobile but using our service, which uses your internet.

A couple of points..

1) There is no setup fee, your system has loads of features and uses.

2) There is no contract, use for a month then turn off, no cease fee.

3) Calls out are at our discounted rates.

4) It is the start of your phone system, included are Voicemail to email, welcome messages, timed events, conference room (5 users), call recordings etc, all as standard.

5) All with the Numberite guarantee of “No hard sales, just great support”

Please either email mark@numberite.co.uk or call 01392 241666 for more info and a 14-day trial. 

Wi-Fi – this is the wireless connection between your equipment – laptop or smartphone and the wireless equipment – your router or access point.

Internet – (Where web pages come from)  the broadband service supplied by your I.S.P. (Internet Service Provider) and delivered to your home or business via a Router.

The issue is that as Wi-Fi is used to deliver the internet between your router and your PC or smartphone, there is a perception that this “is” the internet.

Does this matter? Well yes if you are looking to improve the situation. To keep this simple I won’t go into too much detail but will suggest what you should do and who can help with this.

Firstly check if your internet is being supplied at the speed that you are paying for.  You need to understand that while you may be paying for an 80Mbs Fibre connection this will only be supplied if you are close to the cabinet. You can expect to receive less than this due to the distance from the cabinet and the exchange. We would initially recommend speaking to your I.S.P. and ask them to test your speed. In most instances, you can use the site http://www.speedtest.btwholesale.com which is the best tester as it will register any problems found with your I.S.P.  and BT to help them improve the service. Sites such as Google and Speedtest.net also offer tests but are only going to give approximate speeds. We would recommend running any speed test from a device (PC or laptop) connected directly to a router with an Ethernet cable and disconnect all other devices. If you are finding the speed to be below the expected speed then your I.S.P. will go through the options including checking settings, replacing the router, checking phone quality (i.e is there noise on the line or are your callers voices too quiet) or replacing the master socket front plate or cabling. One item we have mentioned in the past is a “Profile Reset” and you can read more about this here.

Secondly, now you have proven your internet is OK, you can look at your Wi-Fi. This sounds a little obvious but does sitting next to your router give a better experience on the internet. If yes, then we recommend speaking to an IT technician to see if there are adjustments that can be made to your router or access point, such as changing the frequency can improve things. If not then upgrading equipment or a booster may be required.

I hope this helps with understanding the difference between your internet and Wi-Fi and how to improve the output.   

Has this been helpful? Please let us know? either email mark@numberite.co.uk or call on 01392 241666

Yesterday, I was questioned on how long I have been involved in telecoms and I answered “12 years!”, but that was not right it is 17 years!

As you can see in these newspaper articles when I was campaigning for broadband to be installed in the Clyst St Mary exchange in 2003.

I love the second article that states the “..enormous boost” ADSL at 512kbs would be. Now everyone complains if they have less than 10Mbs.

Even I was surprised, I was a young boy…

VoIP, like many other new technologies, has garnered a large amount of distrust. Though VoIP services have come on leaps and bounds, it is still not perceived as a mainstream system and with that, it is hard to explain to people what benefits it can provide when they have heard untruthful hearsay about it. Here we debunk the myths around VoIP that have been around since it’s inception and continue to pervade today.

Myth # 1: Quality is poor

Is VoIP any good?

Sound issues can occur with any phone line and VoIP services did use to have poor voice quality but this is no longer the case. The key is ensuring you have enough Internet bandwidth to cover your usage and have enough so your VoIP connection is not interrupted and the quality remains high. Technical advancements have been made both in VoIP and Internet technologies resulting in the best quality calls since VoIP’s creation in the 1990s.

Myth # 2: VoIP is unreliable

Is VoIP reliable?

As with the quality of VoIP calls, advancements in the telecoms and internet industries has made these services more and more reliable year on year. Even on a traditional landline and mobile phone services a phone can experience call drop out which can be incredibly frustrating, but with VoIP, these occurrences are less since it relies on the Internet which can be accessed from almost everywhere. VoIP is also spread over several levels and areas of a network which ensures that if there is a problem in one area then a second area can be used instead. Modern VoIP technology has been specifically designed to ensure reliability.

Myth # 3: Installation is hard

If you have an internet connection, a computer and a telephone you can pretty much set up a VoIP phone service in around an hour with a maximum of 24 hours till all configuration is made. If you use a hosted VoIP system then your provider will handle the setup and installation, and as they are the experts they should do it quickly and efficiently. Once it’s up and running you and your staff can use the system as a regular phone service. Though with lots of extra benefits the sky’s the limit with what you can do with VoIP.

Myth # 4: Upgrades Are Expensive & Complicated

We sometimes despair that people think this of our industry because this is simply not the case. One of the amazing benefits of VoIP is that it is completely scalable with minimal fuss. For example, working with a trusted supplier, they add or subtract phone lines as and when you require them, so you never pay for lines you don’t need and services you don’t use. All the equipment, technological upgrades are down to the supplier and the only upgrades you may possibly need are new phones, but only when you truly need them. Not only are these upgrades easy to implement, normally using an online portal, but they are also incredibly affordable.

Myth # 5: VoIP is not secure

With privacy issues and security at the forefront of news in the online world, you can understand the reservations some people have with VoIP systems and whether they are safe. Yet this pattern seems to mainly concern VoIP when people use their internet connections to do so many more important things than a phone call. People bank online, share files, photos and email every day sensitive info and shop on the move, so why is VoIP any different? As with all internet services, security is paramount for a reputable company and there is a whole industry of developers and technicians who develop more and more sophisticated measures to provide a defence to your internet usage and the same developments are happening in the telecoms industry.

Myth # 6: No emergency services

This strange myth is down to the idea that a VoIP phone does not have a set physical address so when calling an emergency number you would not be directed to the right response team. The simple facts are that this is false. If you are within the UK your phone will reach the correct regional services because there is always a location attached to a phone call even if you are using a mobile with a VoIP call or calling from an office. It is now a legal requirement to be able to access emergency services on a VoIP phone.

As part of the Consultation Regulation of VoIP Services: Access to the Emergency Services by Ofcom it ‘ require all VoIP services that allow users to make calls out to traditionally fixed phones or mobile phones (called type 2 VoIP services), or to and from traditionally fixed phones or mobile phones (called type 4 VoIP services), to allow users to call 999 / 112. ‘

Myth # 7: Only cheap to call other VoIP systems

It is incredibly cheap to make calls to over VoIP systems, especially if you are on the same system because it’s normally free, but that doesn’t mean that calls to ‘regular’ phones are expensive. It is actually significantly cheaper calling landlines and mobiles from a VoIP system than a traditional landline network and even cheaper than using a standard mobile. Cost saving is one of the main benefits we see businesses moving to VoIP for, it can reduce your communication bill drastically. You can bulk buy or cap the amount you spend so you never go over and the calls themselves are cheaper. Although this myth still persists it is cost saving and it’s other amazing benefits have seen more and more of our customers switch to VoIP.

I thought I would share a few more questions and our answers, we have been recently asked by clients, (yes we supplied them a system). We are updating this monthly as we are finding the answers to this are changing frequently…

Q1. What is Numberite all about?

A1. Numberite was started 16 years ago by Mark and Pauline Bonito to service ongoing client relationships. We found that clients were facing huge bills for telecoms and wanted to add value to an already valued business. Numberite specialises in supporting small business with Business Phone Systems and Phone Numbers for tracking calls. Being small and local to Honiton, Exeter,  East Devon and the South West we have steadily built our client base, who value speaking to a local company with good pricing and great service. Take a look at our Testimonial page showcasing businesses we have been able to support for a number of years.  

Q2. What do you do that other Business Phone System suppliers do not do?

A2. We have found that larger telecoms companies are all about selling high volumes, maximising return and tying the client to them with 3, 5 and even 7-year contracts. We have taken the decision to focus on customer service, good value for money and No Contracts. With no contracts to tie them down, we believe this gives clients the confidence that we will always give the best service and appropriate product that we can.

Q3. By offering a no-contract option are you worried you will be suggesting to prospective clients you will not be around next week?

A3. Numberite has been around for 16 years and has many clients since we started. We have many new products and services in the pipeline and hope to be going for many years to come.

Q4. Price seems to be a prominent factor on the site and you seem very open about this, why is this?

A4. Numberite looks to compete on price and quality of service, not always easy but has focused on customer service since conception. From the initial contact through the install and ongoing support, we like to communicate clearly with the client; would you expect less? we are a communications company.  We aim to listen to the client, explain our services and processes clearly then made the whole telecoms process easy. We are open with our pricing and hope this gives the client the comfort that what we advertise is what they will pay.

Q5. You mention lots of different features, are these all included or do you charge for them?

A5. Numberite Phone System includes all the features detailed throughout the Phone System pages. We can add Landlines, broadband and CASI – our Call Answering Service which can be found here with prices shown on the relevant pages.

Q6. I am now working from home, can you help with this?

A6. Yes, all our telecoms services, including VoIP have options to allow you to work from home and a number of our clients have been doing this for years. We have our Companion app that works on most smartphones (iPhone and Android) and Windows PC’s and laptops. This app allows you to make and take calls without additional phone handsets and allows you to use any area code phone number.

We specialise in No Contract VoIP Phone Systems and Business Phone Numbers.

Why not give us a call on 01392 241666 to arrange a free no obligation demonstration of a Numberite VoIP Phone System.  

If you have decided to join the technology of the future and use a VoIP telephone system in your business, the first thing that you’ll need to decide upon is  whether you want a purchased on-premise system, a managed system or hosted VoIP system. In this article, we will explain the pros and cons of each type to help you decide which one is the right choice for your business.

Purchased on-premise VoIP:

This type is usually preferred by large businesses who have the financial capability and space in their premises to purchase the required equipment, including servers, cables and IP phones and run the VoIP system on their own. They also have an experienced IT team to fully manage, customise, maintain and upgrade the system without the need for technical support from an external party.

Pros:

• Full control over your VoIP system: The ability to modify and upgrade the system any time you want.
• Limitless customisations to your system at any time.
• No costly contracts as you already own the system.

Cons:

• High upfront costs.
• The need to employ experienced IT staff.
• Continual operational expenses including maintenance and repairs.

Managed On-Premise VoIP:

This type is generally for small to medium sized businesses that do not  necessarily have the technical expertise to maintain and customise its system. With managed VoIP, your business will purchase the system but a third party will provide the equipment, software, and technical expertise so you’ll be able to enjoy all the benefits of a VoIP system and leave the hassle of maintenance and upgrades to your third party.

Pros:

• Cost-effective for small to medium businesses.
• No need for an internal IT staff to manage the system.
• Reduced risks for a companies telecommunication investment.

Cons:

• Recurrent fees may end up in several years being higher than if the company chose to purchase the equipment and run the VoIP system without a third party.
• There is a risk of losing the third-party support if the third party go out of business.

Hosted VoIP:

Hosted VoIP is one of the best telephone solutions for small to medium businesses. However many large businesses use this type of service as well simply because it is convenient, flexible and much cheaper than purchased and managed VoIP. With this type of service, there’s no need to purchase VoIP equipment as all the infrastructure and hardware required will be hosted by the VoIP provider and the pricing is based on usage or a fixed flat rate. The provider will manage the calls and route your calls and data over the PSTN line to a hosted-PBX system.

Pros:

• Affordable monthly fees.
• Save companies from paying a lot of money to purchase VoIP equipment and manage the system, which allows them to invest in the company’s development instead.
• Companies can use existing phones or upgrade to newer models.
• There is no need to employ the cost of IT staff in your businesses as all the management and maintenance work will be carried out by your VoIP provider.
• The cloud nature of the hosted VoIP allows you to manage your business communications from anywhere and at any time through an online management portal.
• Troubleshooting can be done remotely and quickly by your VoIP provider.

Cons:

• Considering the reduced risks, low costs, stable service and quick remote technical support … We can’t think of any cons really!

Learn more about VoIP in our article “VoIP for Dummies – Part 1” and “VoIP for Dummies – Part 2”

It is very common nowadays for companies around the world to record telephone conversations with their clients, either for training and monitoring purposes, quality assurance or to review clients’ complaints. VoIP’s call recording feature has proven to be a very useful tool to improve the efficiency of the work and provide a better experience for clients. However, with only one month left until the General Data Protection Regulation (GDPR) is enforced, companies that deal with EU nationals and wish to continue recording their clients’ calls will be required to give a legal justification explaining why personal data is being recorded and collected. 

Call recording presents a further challenge when it comes to phone payments. A client may be asked to make a payment over the phone and to do so, they need to provide their credit or debit card details including the card number, cardholder name and CV2 number. This sensitive data will also be recorded and stored on the system if the company is using call recording feature, which breaches the rules of Payment Card Industry Data Security Standard (PCI DSS). These rules state that a caller’s payment card details must not be recorded by a telephone system.

The situation is even more complicated if this client is an EU national. Recording their payment details will not only breach PCI DSS rules but also GDPR.

What can you do?

There are two easy ways to stay compliant when you record a telephone conversation in which a client is asked to make a payment:

1- Pause and resume recording during a conversation

A good VoIP system should enable a telephone operator to dial a simple code on the phone to pause call recording when the caller is ready to provide their payment details. On our VoIP platform, the codes are #9 to pause the recording and #8 to resume.

2- Transfer the call to another extension which is not included in the call recording regime

The customer should be able to decide which extensions on their system they want to be included or excluded from call recording. They could designate one or more extensions to be used for the purpose of capturing payment card details and these extensions would be excluded from call recording. In this situation, when a caller wants to provide their card details, the telephone operator would transfer the call to one of the special non-recorded extensions. The special extension number could be set up as a second “identity” on the same telephone – so the same operator can continue the call.

We are currently working on an alternative solution as well, using voice recognition and text-to-speech technology to integrate directly with card payment gateways such as Worldpay and Paymentsense.  The idea is to completely avoid the need for a human being to handle payment card data, allowing for our partners to remain PCI CSS and GDPR compliant.

There are lots of benefits for both staff and businesses when it comes to working remotely and using VoIP for your telecommunications can make the switch to remote working even easier. Being able to communicate effectively with your remote workers is key to running your business smoothly and keeping productivity high. Using a VoIP phone system will support your staff by providing clear and reliable phone calls which can be linked to any building or mobile so connectivity need not be affected.

Staff Morale

What’s good for staff morale is good for business. Studies show that happy workers work harder, so why not help out with happiness to be rewarded by it in your company. One of the main reasons cited for wishing to work from home is to establish a better work/life balance. This includes spending more time with family, friends and pursuing hobbies as well as maintaining the house and home. These wants don’t mean that your workers will be shirking their responsibilities but that working from home allows for more flexibility. The main highlight would be to cut the commute of workers, they can spend more time at home in the morning and then get to work as usual at 9 o’clock. The same goes for clocking out time. This is a really great reason for remote working particularly for people who have long commutes.

Good for the world

Speaking of cutting workers commutes, this will not only save them time but also save money as well. No commute means no petrol and no tickets which could really benefit staff but if you as a company contribute to travel costs this could impact you too. Financial benefits are great for whichever party but one of the best parts of cutting a commute using cars or public transport is the benefits to the environment. With fewer cars on the road, emissions are cut and the air will be cleaner. The same goes for public transport even though it is much more beneficial than car travel. Fewer people on a bus or a train means the engine has to work less and thus saves on fuel. For those that can’t avoid the commute, less transport on the roads because others are staying at home, means they will get to work quicker with less drain on fuel. Some commutes are unavoidable but if it is a viable option for some of them the benefits for business and the environment are immense.

Productivity

For some people working from home or their own choice of location can really boost productivity. We all learn and work in different ways, and regimenting people to sit in an office where they have little control over their environment can hamper work. Some people thrive in an office environment but some people work best in a quieter, calmer room where they can focus. Some prefer the buzz of a coffee shop where the ambient background noise can work wonders for creativity. For some people, they find that an office environment brings together too many distractions that aren’t really important to their own tasks. These little distractions can work away the time we have but in a remote environment, staff can work at the task in hand and focus.

Business Benefits

Other than productivity a business can gain lots from staff working remotely. There is a reduced impact on utilities with less energy used for heating, air con, lighting and kitchen appliances thus reducing your energy bill. If you did invest in VoIP technology then the cost of telecommunications could also be reduced as a hosted service would be maintained by the hosting company and your staff could communicate with colleagues and customers no matter where they were.

Working remotely isn’t for everyone but for those it will immensely benefit make sure you have the right communications and connectivity package so you can always stay in contact when you need to.