Wavelink Blog

Prepare Your Network for the Unknown

Prepare Your Network for the unknown

As Mobility Increases, So Do Security Threats

Mobility is a necessity of doing business in this day and age and according to the ISF, smartphones and other mobile devices are creating a prime target for malicious actors in the Internet of Things (IoT): “The rapid uptake of bring-your-own-device (BYOD) and the introduction of wearable technologies to the workplace will increase an already high demand for mobile apps for work and home in the coming year. To meet this increased demand, developers working under intense pressure and on razor-thin profit margins will sacrifice security and thorough testing in favour of speed of delivery and low cost, resulting in poor quality products more easily hijacked by criminals or hacktivists.”

Take for example the wild success of the popular mobile app Pokémon Go. Coming out of nowhere the location-based augmented reality game became the most popular game in mobile history after only 5 days. For instance in the U.S., this viral craze has claimed 25 million daily users and surpassed Facebook and Twitter in average daily usage. However, alongside the impressive stats come the news headlines of security and privacy breaches, demonstrating that popular apps don’t come without strings attached.

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VoIP, UC and Education: The Perfect Fit

Group of teenagers sitting in classroom with raised hands.

Several times over the years I’ve been asked by analysts, customers, and others, “What types of companies or organisations are the best fit for VoIP or Unified Communications?”  There are many possible answers to that question, as both technologies offer so much to so many, but the most simplified answer I can conjure up is this:  VoIP and UC are perfect for organisations where communications is vital to their success, they are not averse to technology, and cost savings is a key driver for change.  I would have to follow that description up by saying that a perfect example of an organisation that fits the use case extremely well for VoIP and UC is a school.

Schools, from K-12 to small colleges and Universities, easily meet all three of the qualifications I outlined above.  Quality communication between the administration and staff, administration and parents, and teachers and parents/students are the most important factors to success for schools.  Any breakdown in these relationships can lead to safety concerns, legal ramifications, and create roadblocks to student learning.  Schools have quickly become early adopters when it comes to technology as web-based education, and interactive learning tools are now the norm for most schools at every level.  These advancements make the adjustment of moving to a mobile application (and a web-based Switchboard) simple.  And, of course, there is likely not a more budget conscience organisation on Earth than a school.

Since education is the perfect place for UC and VoIP, let’s take a closer look at what communications problems are solved with a modern phone system like Switchvox:

Problem #1:  Cost

Schools today are dealing with shrinking budgets and vanishing government funding that make it very difficult to even consider a new phone system.  Over the past couple of years, E-Rate funds have changed from being available for all phone systems to only Cloud-based systems, and funds are now being further reduced.  Starting in 2015, funding for phone systems is dropping 20% over the next two years as the primary focus of the funding is on broadband and Wi-Fi services.  These reductions, in part, have forced schools to consider settling for their current legacy systems and deal with subpar features and outdated communications tools.

The Answer:

What many schools do not realise is that it is very possible for a modern phone system, like Switchvox, to pay for itself in a short amount of time.  Consider the savings a school will incur when getting rid of costly, dedicated voice circuits like PRI, T1, or analog lines and switching to SIP Trunking. Not to mention, additional savings from the much lower annual renewal, support, and maintenance fees that UC brings compared to older, legacy equipment. The new phone system can be paid for in less than 24 months. Not to mention the reduced expense that is realised from ongoing phone service costs when using SIP Trunking. It is often 70% less than traditional phone service.   So even with dwindling budgets and vanishing funding, UC and VoIP are possible with a strong ROI.

Problem #2:  Inefficient Call Routing

It’s surprising how many schools are being forced to live with the limited features and complex administration of older, legacy phone systems.  These disadvantages make basic call routing and call management extremely difficult.  Consider a typical elementary school, for example. They are often stuck with a single person responsible for answering all incoming calls regardless of call volume and limited auto-attendant capabilities that are so complicated to set up and change when needed that they end up being more trouble than they’re worth.  All outgoing calls to parents for attendance issues must be done manually and teachers receive hand-written notes because they don’t even have voicemail.  Schools today are also bound to the same archaic intercom and overhead paging systems that disrupt class time to summon people like me to the office over 25 years ago.

The Answer:

Today’s UC systems provide so many options for schools to be more efficient with call handling and management and can do so in a very simple way.  Switchvox can allow schools to create queues, or groups of people that can easily handle incoming traffic with one person, or balance calls with an entire office of people. This ensures no one is overwhelmed and parents are taken care of, as needed.

Auto attendants have been replaced by Interactive Voice Response (IVR) systems that can allow schools to not only set up basic automatic call trees and menus, but can handle traffic with interactive experiences for parents.  A great example for this is by allowing a parent to call in to an automated option that asks for the students name and reason for absence and the phone system automatically sends that information to the student management software for logging.  Imagine how much time that could save the front-desk employee in the mornings?

Outbound activities can be automated as well to save time and eliminate tedious and monotonous tasks.  Switchvox, when coupled with an auto-dialer, can make all of your outbound calls to let your parents know if a child was absent or to notify parents of a school delay or closure.

Combine these few examples with the wide range of other call routing features available in Switchvox and schools can improve the way the communicate overnight.

6 Business Benefits of SIP Trunking


The business world is saturated with various IP telephony solutions because of the multiple benefits they provide. One type of solution is SIP trunks (or SIP trunking), which continues to be a cost saving and flexible solution for businesses of all sizes. Here are 6 of the business benefits of SIP trunking:

  1. ROI, ASAP: SIP Trunking doesn’t require a significant capital expenditure (if any at all), yet it immediately reduces business spending and pays for itself, generally speaking, within less than one year.
  2. Leverages Broadband: Because SIP trunks are delivered over IP with a modern broadband circuit, oftentimes the compression will allow for more call volume vs. T1 / PRI services.
  3. More Efficient Communications: SIP trunking streamlines all communications methods, enabling you to choose whichever medium is the most efficient for you: voice, video, instant messaging, chat, conference, voicemail to email, etc.
  4. Reduces Call Cost: The number one reason businesses switch to SIP trunking is for the cost savings, which can cut monthly communications costs by 25-60%.
  5. Increases Productivity: SIP trunking improves the collaboration of your workforce by creating the ability to seamlessly connect employees across all locations.
  6. Reliable: SIP Trunking is very stable. Rather than being at the mercy of local events such as power or circuit outages, SIP trunking can automatically be rerouted to other offices or mobile phones.

Want to know more? Visit our SIP Trunking resource page for more detailed business benefits and service recommendations. 

Digium Phones, More Secure and Better Sounding


Fridays are typically the worst days for software releases, but when AstriCon’s afoot, it’s usually the only day we can sneak stuff out before the conference starts. So, last Friday, we pushed new versions of Digium phone firmware and the Digium Phone Module for Asterisk (DPMA).

They’ve got some new goodies in them. None of these new capabilities are currently available in Switchvox, but some of them might be seen in future versions.

What’s new in phones?

We’ve been working on two phone fronts lately:

  1. Security
  2. Audio

Security – 802.1X

Towards security, we spent a lot of time this summer completing our 802.1X project for our new D6x model phones. 802.1X is a standard for port-based network access control. Simply put, it’s what prevents someone from walking into your office, plugging their laptop into an open Ethernet port on the wall, and joining your network. With 802.1X, that means someone has to authenticate first.

With all phones, we introduced 802.1X pass-through support to allow a laptop to connect through the switched port; 802.1X auth-logoff support to allow the phone to simulate a logoff command on behalf of your laptop – if you close the lid and walk away, for example; and EAP-MD5 authentication, the basic username+password security mechanism for 802.1X.

With our D6x model phones, we introduced some additional authentication methods for the phones themselves:


With this, Digium’s D6x model phones should be in great shape for any 802.1X-equipped network. To learn more about setting up 802.1X authentication on Digium’s phones, see the Digium Phones and 802.1X wiki page.

Security – Signaling and Media Encryption

Users of DPMA have always been privy to secure provisioning of Digium’s phones – DPMA’s great at that. Now, users of Digium’s D6x model IP phones can also secure regular call signaling using TLS, so no one knows who you’re calling or who’s calling you, and the call’s media using SDES SRTP, so no one knows what you’re talking about – it’s all static to anyone capturing the packets.

You’ll need Asterisk 13.11 or greater to be able to take advantage of this capability with DPMA (in addition to the new 3.2 release of DPMA). To learn more about setting it up, visit the Digium Phones and Secure Calling wiki page.

Audio – New codecs

We’ve also been hard at work adding some new audio tricks to Digium’s D6x model phones. At launch, they supported G.711 a-law, G.711 u-law, G.726, G.729a and G.722. Now, there are a few more options.

First, we’ve added support for an additional narrowband codec, iLBC. iLBC is a no-royalty, low bit-rate (13.33kbit/s) codec that provides better sound quality than that provided by G.729. It’s also one of the WebRTC codecs. It’s been supported in Asterisk for many years.

Next, we added support for two very fancy codecs – G.722.1 Siren7 and G.722.1C Siren14, licensed by Polycom©. G.722.1 is a wideband codec, 16kHz, like G.722. But, G.722.1 does what G.722 does, at half the bandwidth. Where G.722 needs 64kbit/s to give wideband audio, Siren7 does it in 32kbit/s, without a whole lot of processor overhead. The Siren14 codec is one better. It’s an ultrawideband codec – 32kHz. With Siren14, you’ll hear richer bass and clearer highs than with regular wideband codecs. Siren14 is also relatively low CPU overhead, and it does it at 48kbit/s – also better than G.722’s 64kbit/s. Support for G.722.1 and G.722.1C in Asterisk requires the use of two codec modules. You can download them from Digium’s codecs download page. Or directly from the downloads server.

Finally, and perhaps most interestingly (though I’m personally partial to Siren14 for high-quality networks), we added support for Opus, another of the WebRTC codecs. Digium’s D6x model phones now support both narrowband, 8kHz at 12kbit/s, and wideband, 16kHz at 20kbit/s, Opus. Opus is a lovely codec and is particularly robust during adverse network conditions. Your network’s got 5% packet loss? Not a problem for Opus. 10%? Still good. 20%? Your users still might not notice. It’s really amazing technology. To use Opus with Asterisk, you’ll need Asterisk 14.0.1 (today) or a new version of Asterisk 13 (coming in a few weeks). When installing Asterisk, you’ll see an option from the menuselect utility to install Opus. Or, you can download the codec module directly from the downloads server.

For more details on the codecs support for Digium’s phones, visit the Codecs info block on the wiki.


Capex vs. Opex: Should You Buy or Lease Your Business Technology?


When a business is replacing or upgrading their technology, there are several things that must be considered. What are the issues this technology will solve for the business? Can the network and infrastructure currently support it? How much downtime is needed to implement? How will users be trained on this new technology? In addition to all of these questions, the number one issue (especially among small and mid-sized businesses) is how they will fit the technology purchase into their budget.

This is especially the case when it comes to today’s communications technology. The evolution of business phone systems to the cloud (or hosted) has created new purchase options beyond the traditional owned perpetual software licensing. The financing models used to purchase phone systems is now a choice between Capex and Opex- but which is better for business? When does it make sense for your business to buy, and when does it make sense to lease?

Capex vs. Opex Review

Before discussing which finance model is preferable, it’s important to understand the difference between the two and how they influence a company’s bottom line. Prior to the birth of cloud computing, if a business needed a new phone system, the only option they had was to purchase the PBX hardware up front and file the investment as a capital expenditure (Capex). By definition, capital expenditures cover any major investment (such as property, infrastructure, equipment, or software licenses) which will show up on a company’s balance sheet, along with its depreciation. On the other hand, Opex consists of operational expenses, which are ongoing business costs such as rent, utilities, wages, and services. Because these are ongoing, Opex is reported as a company’s profit and loss. While the Capex finance method was the norm for a PBX purchase, it created a barrier-to-entry for budget-tight companies wanting to take advantage of new communications technology. Today, companies have a choice between vendors that offer on-premises phone systems (Capex), hosted phone systems (Opex), and vendors that offer both- such as Digium.

Buy or Rent: Which is Better?

There are times when buying technology equipment up front is the way to go. Budget aside, there are several factors to consider when deciding between an on-premises and hosted system, such as resources to manage and maintain the system and room for growth. If your company has the resources as well as the budget to purchase up front, it’s a wise Capex investment. On the other hand, there are several businesses that not only don’t have the capital to purchase an on-premises PBX, they also don’t care to manage their phone system at all. As software, hardware, and everything-as-a-service is added to the cloud, many IT operations are now on the Opex side of things, and businesses are preferring the freedom it provides.

Opex Benefits

  • Moving to an Opex model for a phone system enables a company to use its available cash for other revenue-generating activities, such as lead generation, product development, human capital, or research and development. Also, a company can save on IT resources as far as phone system management, repairs, and upgrades; with a hosted system, that is all the vendor’s responsibility.
  • Many CFOs today prefer Opex for the tax benefits. Opex allows a company to write off the entire monthly expense of a hosted phone system as a day-to-day operating expense. With the Capex model, a company can only write off a percentage of the cost of a new premises-based system per year, based on a depreciation schedule of assets. The Opex model puts a company in a better position when it comes time to pay taxes, as they’ll be able to take a larger deduction based on the amount accrued from the total number of monthly payments. Companies aren’t expected to derive value from an operational expense for a decade.
  • Using a hosted solution under Opex allows companies to scale their technology and only pay for what they use. For example, if a company needs to add users (extensions) during a busy season, they can do so with a simple phone call. Users are added immediately, and the increased cost for each user is simply added to the monthly bill. Similarly, if users need to be removed from the phone system, it requires only a quick call, and the next bill is lower. If you have to close down the business for a month and you don’t make any phone calls, you’re bill will reflect that.

The move to cloud has leveled the playing field for businesses of all sizes by shifting several technology purchases from Capex to Opex, including the business phone system. There are considerations to both owning and renting equipment, but as you can see, the Opex model has several advantages and is becoming the optimal choice for companies with budget and growth in mind.

If you still can’t decide between Capex and Opex, check out this post

The Evolving Role of The Retail Store

By Craig Barrass, Territory Manager and Team Lead, EMEA & APAC Sales, EMEA Retail Specialist, Spectralink

Despite the surge in e-commerce sales, 65% of people shopped online in 2015, however, only 15% of consumers opt to shop exclusively online, according to a survey from Forrester and Retail, indicating shopper are using a multichannel model. Furthermore,Accenture found that 68% of all Millennials demand an integrated, seamless experience regardless of the channel. That means being able to transition effortlessly from the smartphone to computer to physical store in their quest for the best products and services. Thus, retailers will continue to focus on improving the in-store experience, whether to service people who purchase exclusively in-store, or to manage the omni-channel retail experience.

While 50% of consumers agreed that shopping online was more convenient than in-store, a quarter of those polled said that brick-and-mortar stores felt like a ‘let down’ after transacting online. While retailers are deploying tactics to bridge the digital divide, customers want retailers to do more to connect their online and offline shopping habits; such as recognising previous purchases and offering related products or proposing similar that are currently on ‘special offer’. They want a stress-free environment with an infinite assortment of readily available deals, coupons and discounts, the ability to shop with mobile, browse online or in-store for the best opportunities, and an atmosphere that inspires and stirs their imagination.

67% of North American consumers and 56% of European consumers said it’s important retailers have one view of them as a customer. They want this ‘single view’ to be used to personalise their in-store experiences, but also to make their buying journeys seamless across shopping channels. Retailers can improve consumers’ experiences by bringing the best of the world of e-commerce into the brick-and-mortar environment, this means digitalizing brick-and-mortar outlets, to deliver more tailored and connected interactions that make customer service faster, more efficient and more informative.

Creating new in-store experiences and services
Evidence of the neglected in-store experience emerged when consumers around the globe were asked to identify which shopping channels needed the most improvement. The top answer, at 3%, was the physical store. Close behind, at 3%, was the integration of store, online and mobile shopping into a multichannel experience.

Once, going into a store and buying something was considered an experience in itself, today’s consumers crave something more special, more exclusive and more memorable. Technology is the keystone to turning the customer experience into a positive one. Some of the initiatives retailers are trying include:

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4 Things to Keep in Mind When Switching to SIP



SIP Trunking is gaining ground quickly in the business world, as more and more are realising they can save up to 70% off of their monthly communications costs. SIP is a simple calling protocol (which is explained in full detail in this blog post); however, there are some things to keep in mind when making the switch. Five, to be precise:

1. SIP Needs Security

Since SIP is in plain text, it doesn’t take an IT genius to decipher a SIP session (call). Without the proper security measures, anyone can run a packet capture tool (such as Wireshark) and extract audio from calls. The good news is this is an easy problem to solve with Secure Real-Time Transport protocol (SRTP) and a Session Border Controller (SBC), which is basically a firewall for SIP. Check out this No Jitter article on the fine art of choosing the right SBC, and this Digium blog post on tips for effective UC security.

2. Make SIP Priority

Between the Netflix streaming and file sharing, chances are you have a lot of traffic on your network. When you decide to implement SIP trunking on top of that, you may have delays in video buffering, slow email send speeds, and decreased audio quality on your VoIP calls. To avoid this, make sure you utilise the standard QoS feature found in most business-grade routers and switches. The QoS feature will ensure your voice calls receive priority on the network, ensuring the available bandwidth is delivered straight to them before the YouTube video download.

3. Prior to SIP, Know Your Network

When switching to SIP, it’s important to have an accurate idea of how many concurrent calls your business makes. Review your call logs and understand the total number of minutes your businesses uses and how many concurrent calls you make at your busiest times.

The second thing to understand on your network is that SIP survives on bandwidth, and a lack of it can cause poor audio, dropped calls, and busy signals. Good thing bandwidth is cheap and readily available! Make sure you have enough to support the maximum number of concurrent calls your business requires (Number of max concurrent calls x 100kb/sec = average bandwidth per call needed). Add the bandwidth required to the amount you already use for business duties, and you should be good to go.

4. Don’t fax via SIP

For more reasons than this blog post will get into, faxing over IP can be very messy. In very simple terms, a fax message cannot be compressed in the same manor as a voice packet, so unlike a phone call with poor audio (where you can still understand what the person is saying), if there is any packet loss, the fax is likely to fail completely. Faxing also requires more bandwidth than a phone call. That being said, if faxing is important to your business and it needs to be over IP, then you should have a specialist help you set it up to ensure it’s done properly. If fax is vital to your business, then you should place your critical fax applications on a dedicated analog line to guarantee quality.

These are the four most important considerations when switching to SIP, and they should all be covered and explained to you in full detail when you contact a vendor. If you have any further questions about SIP trunking, please contact the Digium Sales team or type in “SIP” in the blog search bar for more posts to read on this subject.

4 Trends Disrupting Retail and How to Respond

By Jim Kander, Practice Leader – Retail, Global Sales & Services, Spectralink

The explosion of mobile applications has resulted in new, more complex buyer journeys and purchasing behaviours. Today’s digital shopper often leverages the in-store and online shopping experience simultaneously. For example, they may browse through merchandise at a physical store while at the same time use their smartphones to compare prices and produce reviews, and have their family and friends instantly weigh in on shopping decisions via social media. Once they decide to make a purchase, they expect instant gratification, often paying more to receive their merchandise on the same day.

The ongoing changes in buyer behaviours have led a number of industry observers to forecast the demise of brick and mortar retail locations as we know them. Some predict that retail will change more in the next five years than it has in the past century, and that the extinction of physical stores isn’t far off. While our view is less dramatic, we anticipate significant changes are inevitable, and that retailers must act now to stay competitive.

To understand the current and future state of the retail, we must look closely at four key trends that are driving and, in some cases, disrupting modern retailing:

1. Mobile and related technologies
In addition to making purchases, comparing prices and locating stores, consumers can now use their mobile devices to redeem coupons, access loyalty programs, scan QR codes and receive or provide recommendations for a particular purchase. Mobile devices are used to help make a purchasing decision if not to actually make the purchase in the store, thus Mobile Point of Sale (mPOS) is becoming more popular with retailers. A report by Infogroup indicates that the number of retailers using mPOS systems will triple by 2018. Since consumers are using their mobile devices throughout the shopping journey, they expect retailers to help enable their journey via enterprise mobile devices, like providing real-time inventory availability and order completion.

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Top 10 IVR Mistakes

I have a few years under my belt voicing prompts for Asterisk systems and many other business phone systems, and I can tell you that there are some universal mistakes that I see on a consistent basis that deviate from IVR best practices. Most make sense if you simply think back to the last frustrating IVR you found yourself trying to navigate. So here they are — my top 10 IVR mistakes in no particular order:

  1. You Try To Make Your Company Sound Bigger

I have voiced intro messages which sometimes exceed 15-20 options — and most of them just re-route back to a single point of contact. You press accounts receivable, payable, tech support — it all ends up at the same friendly CEO/accountant/chief bottle washer. I’m a small company, too — so I understand the necessity in wearing numerous hats. Just be aware that too many options point to an obvious attempt to sound bigger.

  1. Your Most Critical Information is Buried at the Bottom

I recently voiced a system for a heart clinic with — see above — 12 different options to choose from, and the very last option said: “If this is a medical emergency, please hang up, and dial 911.” I’d put that first and foremost. If you were having crushing chest pains and happened to dial your cardiologist’s office instead of 911, wouldn’t you want to be set straight — sooner than later? That goes for customers who are having technical support issues with the internet service you provide/support — let’s give those people with an emergent need a gateway to get to a person — fast.

  1. You Give Lengthy Directions to Your Office/Facility

If you must provide an option with driving directions — and I’m not entirely convinced that it’s a good or necessary thing, especially with the prevalence of GPS features in all phones and most new vehicles — keep them as short, succinct, and as pertinent as possible. (“Turn left. You’ll see a war memorial on your left, and a Piggly Wiggly on the right..” is probably too much detail to give.)

  1. You Over-Estimate People’s Attention Spans

They’re shorter than you think. All previous points I’ve made so far point towards this basic fact: keep it short. Front-load it with the most crucial info at the top. Announcers and voice-over professionals have known for years that secret to a good demo is to put your best stuff at the beginning — front-load it the most impressive stuff. And don’t inundate people with more information than they need, especially at the all-important point of entry.

  1. You Want to Voice It at a Slow Pace

I suppose this is open to interpretation, and can be more of a judgement call than anything else in terms of how slowly you say the voice prompts.  For example, if I’m voicing a pharmaceutical information line geared at seniors, I’ve been asked to take a more meticulous, exacting pace — taking into consideration hearing issues and reaction time. Fair enough. For practically any other industry, particularly those dealing with high-tech, industry-forward aspects,  (especially if there’s a high chance of repeat callers) let’s fly through your phone options at a fairly energetic pace. People’s time is valuable; and their frustration levels can be exacerbated by an announcer’s plodding, leisurely pace.

  1. Mispronouncing Your Staff’s Names

When working with professional voice talent (or whomever is recording your voice prompts), it’s important to provide correct pronunciations for your team members. I’m pretty good at pronouncing place names (even those unfamiliar to me), and I’m pretty intuitive and a great guesser. But nowhere is there a greater chance of mispronouncing than with proper names — and it’s surprising how little direction I get with that. If you’re having someone voice a phone tree with *any* names where you think there might be multiple pronunciations or there’s a name that is often botched, please provide a pronunciation guide.

  1. You Go Overboard With Niceties

There isn’t a person who has been on hold in the last twenty years who hasn’t been thanked profusely for their patience, told that their business is appreciated, or that our time is valuable. We hear it so often, if fact, that it frequently comes across as disingenuous. I try my hardest to sound as sincere and earnest as possible when voicing such platitudes; I implore the writers of IVR and on-hold systems to re-think the over-peppering of scripts with too many niceties. People get it. They know you’re busy giving someone else the same legendary service that you look forward to giving them — just keep the glad-handling to a minimum.

  1. Your Company Name is Impossible to Pronounce

It’s understandable this is sometimes avoidable but I offer it as something to consider. I ran into an interesting dilemma after I chose the name for my company — The IVRvoice.com. When looking at the web address or e-mail address: www.theivrvoice.com , for example, scores of people have said: “Oh! It’s…..THEIR VOICE.com.” Umm, not exactly. It really has to be carefully dissected if you hope to have someone type it in correctly, and people need to understand the acronym IVR for it to make sense. That’s visual. I encounter many firms who have an unusual company name, which I have frequently gotten wrong until I was educated about the correct way to pronounce it. If I — a professional voice — gets it wrong, how often does the general public mispronounce it? Not to mention, it can be difficult to hear or understand on voice prompts. Think very carefully when naming your company about how the name sounds — and what the margin of error would be for mispronouncing it. If you have one of those challenging business names, just be sure to carefully enunciate on your IVRs so that it’s clear people have the correct number/place of business when calling.

  1. You Impart Too Much Company Information in the Opening Greeting

Save all but a brief company description for your on-hold component — in your opening message, saying the briefest of blurbs about what the company does is sufficient. I voiced an opening message that talked about the company’s history, how long they’ve been in business, the products they offer, and why they’re better than their competitors. All that would be great to play while someone’s on hold — not before any department options have been given.

  1. You Haven’t Read Your Copy Out Loud

Many glitches in awkward wording don’t make themselves evident when you’re simply scanning them visually — it’s really important to read your IVR script out loud to catch any odd phrasing and redundancies.

Want to learn more from Allison Smith on IVR best practices? Join us at Astricon 2016 and meet her in person!

[Press Release] Wavelink launches new Health Practice

Paul Craven appointed Health Practice Lead


We would like to welcome Paul Craven to Wavelink and we look forward to working with you.

 Wavelink, a value-added distributor of enterprise mobility and unified communications solutions, today launched its new health practice. Paul Craven has been appointed to lead the health practice, with a focus on bringing together solutions for Wavelink’s partners targeting public hospitals, private healthcare groups, and aged care facilities across Australia and New Zealand (ANZ).

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