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Types of Call Transfers: Cold (Blind) and Warm (Attended) Transfers

Any profession that involves regular phone use is bound to require a call transfer at some point, if not regularly. So what are call transfers, why are there so many names for the different types, and which one should you employ? We’re going to break them down for you in this post in layman’s terms, so whether you’re new to VoIP or an old hat looking for a refresh, you can absorb what you need and get back to answering those calls!

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Topics: warm transfer, cold transfer, VoIP Fundamentals, call transfer, attended transfer, blind transfer, VoIP Glossary

The Complete Guide to the Best Hold Music for Your Business

Go on, get your elevator music jokes out. We’ll wait (and chuckle). We’ve all poked fun at Muzak, but the importance of hold music and its multifaceted nature may surprise you. Seventy percent of business calls go on hold. The main point behind hold music is to signal that the line is still open, but that’s not all it does. You can increase retention, reduce churn, and even influence your caller’s attitude with hold music.

 

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Topics: music on hold, hold music, VoIP Fundamentals, VoIP Glossary

What Is a Virtual Phone Number?

Many cloud phone system providers advertise virtual phone numbers as part of their feature platforms. While we’re all familiar with what phone numbers are and how they work, what exactly makes a phone number...virtual?

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Topics: About VoIP, Business Technology, Office Management, VoIP Fundamentals, VoIP Glossary, virtual phone number

HD VoIP and HD Voice Codecs

Have you ever been on a business call that had crystal clear sound? Or maybe you've overheard a call on your coworker's speakerphone and you could've sworn that the person who your coworker was speaking with was actually in the room!

These types of calls are high-definition calls, but you might know them as wideband audio or "HD voice," just to name a few synonyms. In this blog, we'll present some introductory information on what HD calls are and how they work.

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Topics: VoIP Fundamentals, VoIP Glossary, HD voice

Voicemail to Email: How It Works

Voicemail to email is a business phone system feature that records a voicemail as an audio file (commonly .mpg or .wav format) and sends it to an email address. The recipient is then able to download the file right from their email and play it using a media player on their smartphone or PC. Voicemail to email is a popular offering among hosted VoIP and cloud phone system providers.

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Topics: VoIP Fundamentals, VoIP Glossary, voicemail to email

Common VoIP Acronyms and What They Mean

VoIP jargon can be very confusing to people who aren't familiar with the industry. That's why we compiled a list of common acronyms associated with business phone systems with definitions for readers of any background.

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Topics: hosted PBX, VoIP Fundamentals, VoIP Glossary, SIP trunking, definitions

SMB VoIP System Options: Is Hosted or On Premise Right for You?

If you're considering a new business VoIP solution, one of the first questions you may ask is: Should I consider an on-premise or hosted phone system? Most hosted solutions require zero on-site hardware, except phones; on-premise solutions need on-site equipment to operate. (That's the key difference, as you probably know.)

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Topics: SMB Leadership, Business Technology, Office Management, hosted PBX, VoIP Fundamentals, Introduction to Business VoIP, on-premise PBX

UDP Versus TCP for VoIP

In VoIP, audio samples are placed into data packets for transmission over the IP network. Typically, a single packet contains anywhere from 10 to 30 milliseconds of audio. TCP and UDP are two of the most commonly used connection protocols used for data traversal across the Internet.

Data travels across the Internet in packets. Think of them like letters: Like letters, the packets have an envelope with a to/from address on them. TCP and UDP are just two types of envelopes. They both carry data and both use IP addresses, but the outside envelope is different. Think USPS versus FedEx. The address on the envelope is the IP address for where the packet came from (source address) and where it's going (destination address). TCP is so prevalent on the Internet that it's typically combined with IP and written as TCP/IP.

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Topics: About VoIP, VoIP Fundamentals, VoIP Glossary, TCP protocol, UDP protocol

What Is a SIP Service Provider?

First, let’s address SIP: Session Initiation Protocol is the de facto standard protocol for establishing, conducting, and ending a VoIP call. If you are really interested in technical details, check the Wikipedia entry on SIP or our dedicated blog on SIP for the condensed version.

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Topics: hosted PBX, SIP, VoIP Fundamentals, VoIP Glossary, SIP trunking