VOIP Technology - soft phone or hardware?

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JudeL

9 posts

Wannabe Geek

#251744 9-Jul-2019 16:59

Hi everyone, I run a small telemarketing business with 5 staff and I desperately need help with the different VOIP technology options. I am in no way a techy. I just need some advice before the sales people try to bamboozle me and take me for a ride.

I currently have a Ericsson LG Hybrid phone system (UCP100), 10 SIP trunks and 6 LIP 9010 phones and 6 headsets. I will finish the lease to own in approximately one month and have a VOIP software solution contract which finishes in about a month also. I'm unhappy with the service the current provider has given me hence why I'm looking for alternative and affordable solutions.

Option 1 - stick with the current hardware and try to find a cloud-based solution that fits with the PBX (assuming the PBX is the UCP 100). So I will need super fast broadband and VOIP software? I'm also looking to minimise outbound call costs. The current solution is for unlimited calls, but am prepared to pay for calls if the software behind it is a reasonable price.

Option 2 stick with the current hardware and try to find a cloud-based solution with a new PBX? (does that even make sense?). So I will need super fast broadband and VOIP software? I'm also looking to minimise outbound call costs. The current solution is for unlimited calls, but am prepared to pay for calls if the software behind it is a reasonable price.

Option 3 - look at softphone options whether they be cloud based or not?

Ideally the functionality I would like is:

Obviously good call quality
call recording
remotely listen
call queuing

Can I assume the costs will be broken down into:

Broadband
VOIP solution
outbound Call cost

Does this all make sense?

I am only really prepared to pay monthly and have an open term contract as we are either really busy or really quiet. Ideally I'd like to pay less than $600 a month for this solution. And I hope I'm asking the right questions.

Thanks in advance.

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4962 posts

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Inactive user

#2272532 9-Jul-2019 17:14

Where are you located? In this space, that's one the first questions as you probably want someone with local techs that can do the install and sort things out if there are any issues.

Outbound call centres are really simple. Bunch of phones, bunch of lines, away you go.

Although I installed 'hardware' based phone systems for many years, I wouldn't go any where near them these days as you just don't get the flexibility of a proper software-based phone system.

Your requirement for 'unlimited calling' does limit your choice significantly - mainly only in terms of calling mobiles. Anyone who uses 2talk (or actually any of the VoIP wholesalers) has to pay for minutes and would be fairly brave to give you unlimited calling to any NZ destination. Spark Voice Connect may actually be a good option for your calling lines as they do some quite good deals for businesses. You will still need to pair them with a phone system though.

I've said it loads on here recently, 3CX is awesome for this situation. My solution would be good quality USB headsets for your call centre staff, and they would work purely off their PC with the softphone client. No cost to adding users, you only pay for simultaneous calls. We assume in an outbound call centre that everyone is on the phone all the time, so for 5 agents, would go with 8 calling channel license, but you may want to just bump it up to 16 calling lines.

Three parts to it for me:
- Broadband & SIP trunking
- Cloud-hosted 3CX server
- Headsets and IP phone hardware

Mods - maybe better down in the VoIP forum?

JudeL

9 posts

Wannabe Geek

#2272536 9-Jul-2019 17:26

Hi and thank you for your reply. We all work remotely, there isn't an office as such, but the 3 of us are in Wellington, and one in Hawke's Bay.

I am using Voice connect at the moment, and we have had a lot of issues around it to be honest, but appreciate the suggestion.

I've done a little research on 3CX and looks like a good option.

I've said it loads on here recently, 3CX is awesome for this situation. My solution would be good quality USB headsets for your call centre staff, and they would

I will see if I can find the VOIP forum and maybe put this post there.

Thanks again.

chevrolux

4962 posts

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#2272630 9-Jul-2019 20:38

Interesting you have issues with Voice Connect.

Quite honestly, I would put money on it being the LG hardware at fault rather than the voice connect trunk.

We run voice connect on 3CX fairly often and see no issues. But we also run our own trunks with 3CX for a bit more flexibility away from Spark.

JudeL

9 posts

Wannabe Geek

#2273804 10-Jul-2019 10:56

I had it as a DUSA but had to change it to MUSA (if that makes sense), call kept cutting out all the time...

johny99

495 posts

Ultimate Geek
+1 received by user: 61
Inactive user

#2273911 10-Jul-2019 12:05

We all work remotely, there isn't an office as such, but the 3 of us are in Wellington, and one in Hawke's Bay.

I am using Voice connect at the moment, and we have had a lot of issues around it to be honest, but appreciate the suggestion.

Are all four sites using Voice Connect?

JudeL

9 posts

Wannabe Geek

#2273949 10-Jul-2019 12:49

Hi yes we are all using voice connect.

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JudeL

9 posts

Wannabe Geek

#2273953 10-Jul-2019 12:53

Would I be better served by installing softphone licences on my current IPECS. Thinking this could negate the need for hardware on the remote sites (am aware I would need a PC headset for each individual).

That way I can ensure all calls get recorded.

Thoughts?

chevrolux

4962 posts

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+1 received by user: 2638
Inactive user

#2273971 10-Jul-2019 13:46

johny99:

We all work remotely, there isn't an office as such, but the 3 of us are in Wellington, and one in Hawke's Bay.

I am using Voice connect at the moment, and we have had a lot of issues around it to be honest, but appreciate the suggestion.

Are all four sites using Voice Connect?

The Voice Connect trunks will just be terminated on the iPECS box at the main site. The IP phones at the other sites then just link back through the main site.

chevrolux

4962 posts

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+1 received by user: 2638
Inactive user

#2273974 10-Jul-2019 13:48

JudeL:

Would I be better served by installing softphone licences on my current IPECS. Thinking this could negate the need for hardware on the remote sites (am aware I would need a PC headset for each individual).

That way I can ensure all calls get recorded.

Thoughts?

Have you already got the call recording unit for the iPECS? Last I remember that was stupidly expensive.

Also, if you add softphones (they're called UCS licenses) you need VoIP channel licenses too (or an additional blade).

JudeL

9 posts

Wannabe Geek

#2273984 10-Jul-2019 14:19

Hi there, yes I do have the IPECS call recording unit.

Thanks for telling me about the softphone licences, do you know how much they would cost outright? (Rather than on subscription), and the VOIP channel licenses?

Thanks again.

johny99

495 posts

Ultimate Geek
+1 received by user: 61
Inactive user

#2274098 10-Jul-2019 15:45

Spark are good at Voice Connect, however if you are after a cloud based solution (which IMHO would better suit you) have a look at offering from Compass Communications, it is run off the Vodia Platform and out preforms the majority of the rest, would be on a contract term (unless this has changed) but still worth looking at. Spark have CloudPhone, but for the added features you are after it would push the monthly price up.

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chevrolux

4962 posts

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+1 received by user: 2638
Inactive user

#2274106 10-Jul-2019 15:51

JudeL:

Hi there, yes I do have the IPECS call recording unit.

Thanks for telling me about the softphone licences, do you know how much they would cost outright? (Rather than on subscription), and the VOIP channel licenses?

Thanks again.

No idea sorry. You need to ask your iPECS installer/agent.

JudeL

9 posts

Wannabe Geek

#2274580 11-Jul-2019 12:12

Thanks, I shall.

johny99

495 posts

Ultimate Geek
+1 received by user: 61
Inactive user

#2276832 15-Jul-2019 12:05

How are you getting on @JudeL

JudeL

9 posts

Wannabe Geek

#2277890 16-Jul-2019 18:55

Thanks for your interest, I've parked it for a bit at the moment...once my contract ends in August I'll be open term, whih gives me more time on researching the best options available.

Good to have a bit of breathing space.

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