Business Phone System

Business Phone Calling and Call Management at the Organizational Level

Straight to the topic, let us start with business call management first. Businesses, according to their functions, might receive more incoming, outgoing, or both. And, we know that firms have teams to handle the call flow with respect to the company size. Being Omni channel, business phone solutions allied with campaign marketing can create seamless wonders.

So, business call management is a process organizations use to handle incoming calls. This call management system can build relationships with clients and ensure prompt and satisfactory responses to customers.

An effective call management system is essential for handling and collecting data from calls, especially in call centers. 

Call Management Systems Implementation:

Call management is all about intelligent routing in accordance with the system’s calling parameters. Some of the features like call queues, IVR menus, and groups are examples. Hence, routing is done based on the caller’s time, date, or location.

The caller can choose how to interact with a company using different call features. Technology can offer them a personalized experience. Additionally, these new calling features maximize agent call-handling efficiency by saving valuable time.

Call management – Contact Center Vs Conventional Call Center:

In the digital world of today, customers are communicating with businesses through a variety of digital channels such as chatbots, official email, social media, and more.

Well, in the contact centers, business infrastructure has to deal with a wide range of tasks. 

Features of common call management:

We know that businesses have their own set of needs and targets. Any system should be chosen according to them. All they try to do is to make good use of the available features and increase their level of engagement with customers.

Having said that, there are some elements to consider:

  1. ACD feature routes the calls to appropriate team members. This feature has predetermined criteria as per which the calls are routed. 
  2. Call recording and call tracking feature record customer calls and monitor team performance which is essential for business managers. 
  3. Agents gain situational information as well as the old history of the caller from call tracking to understand him better. The support team can tailor the customer experience through routing and responding to the calls using the above features. 
  4. This is an automated feature of a business phone system called interactive voice response. It gathers information about the issue and presents them with a pre-determined menu. Based on the caller’s voice (in some cases) and keypad inputs, the IVR either solves the issue or escalates the call.
  5. Call control service (call processing) in the business phone solution directs calls to assigned terminals.
  6. Call monitoring is one of the most important features of Cloud PBX systems that enable managers to listen in on calls and assess the agent’s performance. Through this, managers can comprehend how agents work. 

Cloud-Based PBX Phone System and CRM Integration:

Businesses extract the customer data which is stored in the CRM solutions and it helps the agents to provide more individualized customer support. Because agents can access the customer’s both current and historical data. Managers can monitor the quality of the calls, the number of calls made and received escalation, etc.

Benefits of Business Phone Call Management System:

Lost calls can be avoided with this efficient management system. Agents can readily collect the data from the system and analyze it. Additionally, efficient call routing ensures effective call handling.

Productivity is assured by comforting customers by attending to their calls at a quick pace and making sure that they don’t have to wait at peak times. Downtime minimization and controlling the call traffic by routing the call to the best agent is done through intelligent routing.

Studying the above, it is clear that the company is able to provide faster and more efficient customer service. This results in a personalized and lasting customer experience.

The call management system is able to handle more requests from customers and helps agents work more effectively. Besides, this helps to reduce expenses associated with employees.

Call Management

Campaign Management for Marketing:

Marketing Campaign management is the process of designing, planning, testing, and monitoring a campaign. Also, you need to evaluate the outcomes as a process. 

Before planning for a campaign, you must validate what will suit your business and assess the plan. Remember that if it is implemented in a calculative process, most innovative campaigns might succeed.

Process of Campaign Management:

Fix your Goals First:

Create a campaign plan to capture and measure results with clear goals. Yet, determine the resources beforehand, so you will face no hurdles in achieving those goals.

For your reference, below are some goals we have provided that can help your business measurements.

  • Have to nurture existing leads by reminding your value 
  • Update and offer to transit them along the sales funnel 
  • Encourage existing customers to buy related products or to upgrade an existing product, 
  • Targeting for a better frequency of customer purchases 
  • To qualify leads and recognize potential customers

How do you implement a Marketing Campaign?

Identify your Audience:

If you are making strategies and goals, it is better to define your audience first. Try to make the marketing campaign meant to them, and it must be relevant to their requirements. Doing this step, you can interact with them directly so that you can increase your response rate. Your audience can be categorized and segregated in a few ways. To learn the correct strategy, learn How businesses match up with the ongoing market trend. 

Prepare Your Marketing Campaign Tools:

Your motive is to connect your audience to the company. After determining your audience, it is time to determine the effective means to reach them. Tools include social media campaigns, brochures, or TV commercials but check how feasible it is to apply. It does not mean that you should afford expensive advertising works. Try to use creative strategies to do your marketing. The trick is simple. Just choose the platforms that best suit your goal and audience requirements.

Don’t stick to just one source:

Because today’s customers seamlessly switch between electronic products, provisions like retail, and almost everything. You must contact and redirect them across the venture. Therefore, you must reach them through a variety of channels called an Omni channel marketing campaign strategy.

Evaluate Your Marketing Campaign

This step can assure you of an estimated result so that you can make better arrangements. Hence, start testing campaigning variables with a small set audience prior to a major rollout. Just assess the response your subjects receive and the ‘call to action button. Assess all variables one at a time and remember not to do the process in one go. Because if you test more than one variable at a time, you will not be able to understand the individual response to each marketing variable. 


Anything strategically should be monitored keenly, determining everyone responsible for carrying out each phase of your campaign. Assign correct employees for each specific work. For example;

  1. One who carries out the design and writing
  2. Agent who sends social media posts and mailers
  3. Who will sign off on the work as it is done?
  4. Draw a flowchart so all the team members are aware of the steps involved and that they remember their responsibilities. 

In the end, it is essential to map the customer’s journey so that you can guide him to the desired terminal. For that, switch between every marketing practice quickly. Observe the footprints to find out where they begin their journey and where they end up, and success can be determined by the purchase made. For more such business-related information and tips.

VitelGlobal promises the highest uptime simple system administration and quick addition of new members from anywhere in the world. Additionally, all of your staff can connect easily regardless of the devices they each use. Why not request a demo today?

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How can Business Phone Troubleshooting Assist with Productivity?

Even though Cloud Telephony is the most advanced calling system today, there are certain issues that have to be addressed. 

While dealing with certain technical issues such as jitter, users cannot easily wait to speak with a support agent. And it is obvious that it is not what you look for in the automated routing messages to the random disconnections.

Due to this, we must be aware of some fundamental steps that can help when your VoIP business phone has issues. If you start troubleshooting a bit earlier, you can catch some potential issues to rectify even before the requirement of a tech support representative.

Network Connectivity Issues:

Internet connectivity can cause severe problems as cloud telephony is entirely based on the internet. Also, a few times, this issue includes issues related to devices and security concerns. So, use the method of elimination and fix every problem by going through the following steps. 

Problems Local Area Network (LAN):

Most of the time, Network and Local Area Network issues involve personal computers or the hardware that connects them to the internet. Typically, this could be addressed as a router issue that you have the wrong router for cloud telephony.

It is important to understand that a router must be prioritized for internet calls. We call this Quality of Service (QoS). Cloud calls are given priority over less important network traffic. This feature is available on most modern broadband routers. Suppose you don’t set it up, you might have issues with the quality of your calls.

Proper Operation of your LAN:

In simple steps, unplug the router’s power cord. Wait for a few seconds and connect the cord once more. Now, configure VoIP QoS settings. Disable SIP ALG to check your router’s firmware for updates. Let’s go with an elaborate study now. 

Reset your Router, Devices and check the Wiring:

Although your hardware connectivity is good, it is better to check the wiring of your equipment in the first place. Make sure that each piece of hardware is plugged in correctly.

The next step is to unplug all power cords and wait for them to stand for thirty seconds. Now, you can reconnect them. Wait until all of the lights come back on. This gives your switch and systems administration gear a new initiation and clears any essential issues they might have insight into.

Please focus on setting up your router to suit cloud calling. This means confirming that your router supports internet telephony QoS (Quality of Service) settings. Also, check that they are enabled. Although each router is unique, it can be commonly said that the majority of QoS settings are located in the management interface.

Upgrade the router:

Sometimes even the router’s settings don’t help and the issue still persists. At that time, a new router might be needed. Your cloud calling experience can be significantly enhanced by upgrading to a dual-band router. It would be better to consider open-source firmware as some vendors might deny support. 

Phone and Voice Quality Checking:

To do this, cover the speaker of your phone. While doing this, you need to turn down the volume of your earpiece or speakers so that you can see if the echo, buzzing, or interference vanishes.

Transfer the Router:

There are times when the appliances around it can influence the performance of the router. If that is the case, keep the router away from the fans, power strips, and even a computer monitor. In rare cases, they cause obstruction by being excessively close.

Check Equipment that serves as a link:

Look for splitters or any caller ID gadgets connected to your phone and router. Because if you directly connect your phone and the router, it is possible to eliminate the need for third-party equipment. So, try to get around a particular piece of equipment, and the problem probably goes away immediately.

Examine the wiring:

Check the wiring to make sure that all cables and wires are dry and not very long. Check for any outdated equipment to avoid poor voice quality from a lengthy wire. Maybe it is time to replace the old ones with a new phone, microphone, or headset if you’ve had them for a long time. Because poor voice quality can most probably result from outdated equipment.

Wide Area Network (WAN) Issues:

As we have already discussed LAN, another common set of issues that can result in a variety of issues are related to the Wide Area Network or WAN short. The problems WAN creates aren’t always present in your equipment or surrounding area as we have seen in the case of previous problems. But the most common problems with your Internet Service Provider (ISP) come into this category.

It is to remember on purpose that some internet bundles work fine for streaming and surfing the web but they might not work for internet telephony. Cloud business phones necessitate the transportation of digital voice packets.

It works with a different set of internet protocols. Your ISP might not be able to provide those requirements. So, you must have a business-class internet bundle that can allow you to use cloud services before you start troubleshooting it.

Conduct a bandwidth and speed test as it is a speed test that is simple to use and to find out whether your network supports cloud technology. Now, you should determine how many IP phones can be efficiently handled by your network. And the answer to this is its speed; the internet speed determines the efficiency. Assure that your computer is plugged directly into the modem prior to the test.

Check for Packet Loss:

It is a much-known condition known as packet loss. It occurs when data packets are correctly transmitted from one terminal of a connection but do not reach their intended terminal (destination). Hopefully, poor network conditions and sometimes internet congestion are the cause of this. Data packet transmission is necessary for cloud calling services to function.

System Security:

System security always takes the highest stand. Because cloud calling phones are connected to the internet. We know that anything that is connected to the internet is vulnerable to security threats and hackers. Security issues can have an impact on the overall performance of the business phone system including its call quality as well as the customer data. Therefore, you should immediately address any security concerns you may have regarding your cloud system security.

Resetting Passwords:

Yes! It is true that your company’s cloud service credentials can be hacked. This can allow unauthorized users to make costly calls. The other risk of this is that hackers can gain access to listen to calls that are already in progress using your credentials. In case you assume your secret key has been compromised it is better to reset all the passwords. Also, as you maintain sensitive customer and company data in your cloud/ SIP systems, it is a good thought to regularly update passwords.

Install Security Layers and Firewalls:

The advanced and the most essential version of posing security is installing security layers and firewalls. 

You can contact your administrator and set up a firewall for your business phone systems. Typically, these firewalls are capable of shutting down a session when a call is over. These programs can restrict the kind of traffic allowed.

Hence, find a security system that can work with your business phone cloud services. If your security system doesn’t work with your system, it could be a problem. For this to rectify, contact and check with your internet calling service specialist who has expertise in similarity with specific security frameworks.


The issues discussed above are common but not permanent or serious issues. They can be easily rectified and with little foresight, these issues can be prevented either. The best practice is to check all the service amenities regularly. 

Some of the leading business phone service providers offer round-the-clock customer care service and Vitel Global is one among them. If you want to upgrade your business phone system in a cost-effective way.

Vitel Global promises the highest uptime simple system administration and quick addition of new members from anywhere in the world. Additionally, all of your staff can connect easily regardless of the devices they each use. Why not request a demo today?

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How to Setup a Cost-Effective Small Business Phone System

Business Phone

Are you planning to lead a small business? Then, you will find helpful words as we guide how to set up a small business phone system and VoIP phone solutions. More than one-third of all organizations presently utilize these modern systems to attain more profits.

Voice over Internet Protocol is the name of Internet-based phone service communications. And the voice is converted to digital packets sent over internet connections rather than over traditional phone lines.

Why set up this equipment?

Getting streamlined equipment due to the cloud and enhanced audio quality is becoming more appealing for small businesses. It is better than running specific lines and installing specialized equipment. Businesses that choose a cloud-hosted phone service don’t need to acquire equipment or engage an IT team to configure and administer it.

Despite the technology’s advancement and comparably low prices, firms still need to do their research before making a choice.

Affordable software and hardware:

One of the other financial benefits of this internet telephony is the minimal cost of the hardware and software required to run the system. The best service providers continuously ensure that their clients have the newest hardware and software. This leads to further cost savings from businesses not having to purchase their technology and phones.

It works with every mobile device:

Because these services use the existing internet capability to make calls, one can use the service on any internet-capable device. This most likely has an app that allows making calls from a smartphone, laptop, or tablet. Thus, it provides flexibility to work from anywhere with an internet connection. 

Connect anyone from anywhere:

Many business VoIP providers offer unlimited international calling as part of their business phone plans. But, this is not possible with a typical PSTN phone service provider. It is an essential tool for businesses that work with clientele across the globe.


Cost savings is one benefit that practically any business may appreciate installing so many phone lines before the costs start to rise, particularly if your business frequently makes long-distance calls. Traditional phone lines typically charge per minute for call time. In contrast, this modern phone only requires monthly ISP expenses. But, several service providers offer affordable or even free calling to overseas numbers.

HD audio:

As modern VoIP networks use cutting-edge high-definition codecs to produce HD audio, they sound even better than landline networks.

More than just voice calls:

It also makes video conferencing much easier, which is an additional benefit because we can share various material kinds, such as photographs, videos, and text, during phone or video chats. Conferencing features dramatically increase the capacity for providing presentations to resolve issues rapidly.

Greater Use of Available Bandwidth:

It optimizes the utilization of the firm’s current bandwidth, and it is one of its less well-known benefits to make better use of these resources. This technology constantly fills the blanks with data from other bandwidth users and makes it possible to cut and remove extraneous speech. This facility increases efficiency even more.

Excellent features:

Many businesses are not aware of all the benefits and extra features that a digital service offers. It connects a variety of devices using VoIP systems for any business to operate as efficiently as possible. Such a system usually contains caller IDs, virtual numbers, contact lists, voicemails, and other capabilities. But, they can all be utilized in more sophisticated ways to boost effectiveness.

Allows customization:

Any digital service is versatile! It allows you to customize the VoIP services to the individual organization’s requirements using the packages that different providers offer, which come with various features.

Natural disasters:

One of the most common criticisms is that a business would also lose its phone service if there is an internet outage for any reason or the event that an office phone goes offline due to a lack of network. Using VoIP, one can forward calls to mobile phones and other devices. Thus, the ultimate flexibility of this technology, such as inclement weather and power outages, is no longer a concern.

Ease of Setup, Configuration, and Maintenance:

One of our favorite aspects of VoIP is how straightforward IP phone setup is. Especially, if you are one without any technical expertise. There is no need for experts to run phone connections around the office here. Majorly, IP phones are called plug-and-play devices.


Compared to extremely efficient business systems that scale with the needs of the organization, traditional phone systems are significantly more difficult to expand. But IP phones would increase productivity and efficiency while lowering expenses.


Now you may get a clear idea as to why one must install cloud telephony in their organization. But, the greatest challenge is to get the services from the best service provider available.

Finally, if you own a small business, avail benefits from all of VoIP’s advantages with the services offered round the clock. These services are affordable, leading, and successful digital communications solutions.

Grow your business and 𝒎𝒂𝒙𝒊𝒎𝒊𝒛𝒆 the 𝒑𝒓𝒐𝒅𝒖𝒄𝒕𝒊𝒗𝒊𝒕𝒚 with the industry’s best business communication service.

For more details, visit our website and start creating wonders in your organization right away.

For More Info or Book, Your Free Demo Today click here.

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Best Guide For Mobile Messaging

Best Guide For Mobile Messaging

Introduction Of Mobile Messaging

Today, in this digital world every individual can be seen holding and carrying a mobile in their palm right from kids to elder ones as one can know the entire information and news of the entire world just by swiping and clicking on screen.

Day by day , every business is changing their strategies towards marketing to reach out the target audience or people.

This blog helps you to know what is mobile messaging and its features.

VoIP Mobile Messaging

Easy Mobile Messaging – VitelGlobal

Mobile messaging is a service that are provided by any type of businesses or organizations which is implemented for customer support, sales, recruitment or to simply say that one can communicate with their target audience or end users for communications. Communication is required between any two persons right from residential purposes to business areas and this communication ultimately requires some media to convey the message to the end users. So, thus mobile messaging plays a vital role for communications in marketing field.

There are three types of mobile messaging:

    1. SMS and MMS: SHORT MESSAGE SERVICE  is the primary service provided through mobile phones to communicate the products delivered by the company. This is a simple text that can be sent which is similar to standard text message which is implemented by normal people for communication and by business it is used for marketing purposes. It is very effective and fast process of reaching the customers. It can fit up to 160 characters in the messaging service. MMS multimedia message service is the way of messaging in the form of graphics or pictures embedded in message sent directly to the customers.
    2. PUSH NOTIFICATIONS: It is a simple form of text sent by your app to the end users that appears on their mobile device to receive the notifications or alerts by the consumer they should install the respective apps and agree for the push notifications which is related to discounts on their products ,upcoming events and activities related to the company and others.
    3. IN APP MESSAGING: This is the messaging process implemented only in app installed by the end users that means whenever the consumers will open the app then only the latest updates or messages will be visible.

VoIP Mobile Messaging


Mobile Messaging Features

    • Mobile messaging is mainly implemented in organisations irrespective of size of the company as it has many features that are given below:
    • Support: The main feature of this mobile messaging it supports customer issues without making anyone hold.
    • Missed calls: no headache of missed calls
    • Connect directly with candidates and consultancies for recruitment process
    • One can use the existing number instead of taking new sim and new number that may be existing landline or toll free
    • Can opt for 10 digit number with area code.
    • Send messages at perfect time irrespective of typing message means type it and send later
    • Leave notes of your meetings to your team
    • Frequently used messages can be simply copied and sent
    • Import and export contacts is allowed
    • Prioritise messages according to time or date of receiving which helps to read important messages first and the other stuff later
    • Add special messaging effects like emojis
    • Contacts are organised in a format

Mobile messaging has never lost the importance or role in marketing sector though many technologies have come into the market for marketing their products irrespective of type of business or whatever may be the business sector. we suggest our existing clients to go for this type of marketing with us and keep your business profits balanced or hike.

If you have any questions please do contact us.

Posted by vitelglobal in Business Phone System