pbxnsip have the 'Know How'; that's why we have developed our ability to communicate with so many different media gateway devices. pbxnsip

When making and receiving calls via the PSTN, you may opt for the media gateway option. This option allows the calls to enter and leave a pbxnsip domain using a trunk. The trunk connects pbxnsip to a media gateway. pbxnsip software works with the following gateway manufacturers:

Audio Codes, Dialogic, Mediatrix, Patton, Sangoma, Vegastream and Quintum.

Click here to download pbxnsip Version 3

Agent Groups OR ACDs as some may say, can be essential in providing a great customer experience and pbxnsip spares no expense!

With pbxnsip, an Agent Group account may be created within the standard Office edition of pbxnsip, something which would normally be found in a call centre product.

The agent group can play up to 10 messages with different music on hold for each queue. Users have the option to jump out of the queue. Special events can be programmed as the call moves towards the top of the queue, altogether there isn't much you can't do with a pbxnsip Agent Group account.

The Agent group features can be view below in the Technical Know How section below.

View this week's video session. Video is a great way for people to learn and get the 'Know How' on the product. Click the icon to open the video. This edition covers an overview of pbxnsip with Version 3 of pbxnsip.

Learn some Sales 'Know How'

Too late again! How many times do you get to a customer and find you are only 2-3 weeks late?

Ask some important questions to ask before heading for the door, you may still sell pbxnsip.

Does your new PBX have a home worker facility?

Installation Cost Saving - In comparison with other TDM hardware or IP PBX's, pbxnsip offers home working functionality and standard with no extra cost for service activation or ongoing.

Expense and time spent travelling to and from work. Either save hours each day by working during the rush hour then travelling to work off peak or work from your home office and your extension can ring as if you were in the office.

Cost office space and overheads - businesses save money by downsizing their office space and remote register working to the pbx over the internet and take advantage of home working.

Resilience - Network outages can be easily overcome, send workers home with their phones and register back to the pbx as if they were still in the office.

Flexibility - Call forking / dual ring means that you never need miss a call again, have your extension registered at multiple sites that all ring at the same time or hotdesk at any location connected to you pbxnsip server.

Does your new PBX have a conference facility?

Standard pbxnsip feature 'Conference' allows the user to host conference calls for multiple users on one call, originating from either internally or externally of the IP PBX.

External users can either login and authenticate directly on the extension with a password or be transferred by an internal user.

Internal users can remote login with a mobile device and host a conference or register their softphone and login and host the conference from a remote location.

Some Other useful Sales Tips

Don't forget the security features of pbxnsip!

pbxnsip offers TLS security feature as standard. Data encryption means that the internal user and the inbound caller have peace of mind that their call cannot be sniffed from either the internal network or from an inbound hacker.

TLS security offers 128bit SSL and SRTP which encrypts the voice packets.

Don't Underestimate Security!

Call back, call in and dial out!

Cost saving feature: in basic terms - Inbound call comes into 'call back' - extension asks authenticates with username and password, then asks pbxnsip to call back to either a mobile device or land line.

pbxnsip then calls the user back, re-authenticates and asks for a destination number - user enters the number, pbxnsip makes the call then glues the two calls together meaning that the call is being charged at the outbound pbx rate not a cross network or mobile rate.

Call recording - it can be expensive - but not with pbxnsip!

Requirement or helpful: either way call recording is an expensive business.

The cost a 1 line call recording facility would normally cost more than a Centre 10 - fact.

pbxnsip can be automatically configured to record calls. Record calls to extensions as part of a group (hunt group or agent group).

You can specify the location for your recording to be placed, this could be locally or on a SAN or Network drive if required.

Questions you are too afraid to ask!

Learn some Easy 'Know How'

IVR means - interactive voice response. This means the PBX can detect voice and touch tones using a normal phone call. Touch tones are called DTMF. A DTMF tone is the tone you here when you press a number digit on a phone (the beep). Each number has a different DTMF tone.

DTMF means - dual tone multi frequency. This is also known as Touch Tone. It is a method, used by the telephone system to communicate the pressed keys when dialling. DTMF allows navigation of voice menus and other advanced calling services.

An agent group can also be called an ACD. It is a type of account that allows calls to be placed in a queue. The queue has agents assigned to the queue and those agents can log in or out of the queue. Customers who are in the queue will be played music as well up to 10 different recordings.

The trunk may or may not register. Besides this, the ITSP or gateway which receives the information may need the Caller-ID of the calling party to be passed to it. This is does via the privacy indication setting. Try each setting until you find the right one.

Click here to view the wiki for information on pbxnsip

Some technical questions

The Agent Group account can fire Instant Messages (IM) at a SIP phone with the status of the queue. This is handy for a supervisor to watch what is going on in the queue.

There are various extra configuration options in an Agent Group to handle the caller when they move towards to the head of the queue. Different agents may be dropped in of the call is not answered or the call can be sent to a different account such as a hunt group. This is useful to route calls different locations or add extra man power when needed.

Each Agent group can have up to 10 recorded messages per ACD. The first message (if recorded) will be played only once at the beginning of the call. The second through to 10 will be played intermittently between music on hold. You can configure the gaps between announcements and also set different music on hold for each Agent Group.

At any point a user can jump out of a queue by pressing a predefined option number. This will direct the caller out of the queue and off to the required account assigned to the Key Exit value. e.g. on the 10 message you may give the caller an option to leave a message by pressing 1.

The Agent group can send an email at midnight with the stats of the queue from that day.

"I found the course very comprehensive and informative, both from a technical and business perspective. Working for a service provider, we are now much better prepared to implement pbxnsip to our client. Importantly, both ourselves and the client will now benefit from the product capabilities"
Shane Hopkins - Service Desk Manager
Systematix Computer Solutions (UK)

"Great course leaving no grey areas, pbxnsip have a very flexible solution that is amazing value for money. It will start at the top of our product range for IP based solutions."
Luke Newland
Newland Solutions

"We have worked with several other IP PBX providers such as 3CX, Asterix and Swyx however will be concentrating fully on selling pbxnsip. Robust, flexible and technically superb. Using Polycom, Snom and Vegastream we will be revisiting our existing customer base and selling pbxnsip"
Paul Robertson, Technical Director
Workforce (UK)