Benefits of Archiving Storage

Woman hand on laptop, cloud computerEvery company has their own data/records retention policy. The retention policy is a rule established by an organization or industry, stating that they must retain their information for x amount of time. The information needs to be kept for operational or regulatory purposes in the future. For example, most health care physicians must keep all of their patient’s files for up to 7 years. Other companies may need to keep their accounting information for a certain amount of time in case they were to ever get audited. Different countries and different industries have certain rules and retention policies.

Aside from the legal aspect, your company may just need to simply keep certain information. It is extremely important to archive important material for future reference. But you can’t store everything on your computer. Storing data externally will take up physical space, decrease productive time while you are looking for the information, and increase the risk of data loss due to external factors out of your control.

Saving the data to a physical server or drive is not the ideal option. So what do you do?

You archive your storage to the cloud!

Bicom Systems newest PBXware, version 5.2, allows customers to use Google Drive, Dropbox, Amazon S3 or their own FTP server to archive their storage. Archived data can consist of anything you or your company finds important that may be needed in the future. You can keep copies of call recordings, voicemails, and faxes etc. and it will make the search and retrieval of the data exceptionally easier. Other benefits include:

Space Saver
You do not have to dedicate physical space to store paper files or servers full of data. Office spaces can be used to their full potential and information can be easily accessed from a computer or mobile device.

Increase Security
In the case of a natural disaster, such as flooding or a fire, your records are safe. If you are worried about security breaches or wandering eyes, archiving your storage is safer. You can ensure only authorized individuals have access to particular documents.

Increase Productivity  
Document retrieval is extremely quicker when you archive your storage online. Instead of stifling through a box of files or searching through data drives, you can do a simple search on Google Drive, Dropbox or Amazon S3. Customers spend less time on hold, employees spend less time searching and productivity times increase.

Cost Effective
Virtual storage space is less expensive compared to renting physical storage space or purchasing more shelving and boxes for the documents. It will also be cheaper in the long run if your documents were to go missing or were destroyed.

Quality Over Quantity
You have the ability to save what you want and how often you want to save it. Companies can copy the files on a weekly basis so only the most recent information is on their virtualization platform.

Training Benefits
Companies can keep old call recordings for training purposes! They can showcase real live examples of the difference between a good and bad phone call. Supervisors can compare how agents have improved over time by listening to their first call to their most recent. They also can compare how different calling tactics were successful in the past, versus how they are doing now.

Prevents Data Loss
Ever accidentally delete a spreadsheet that took you all day to complete? Me too. Archived data allows employees to retrieve that information without having to rely on a data recovery expert. It eliminates a huge risk of losing important information that in the end, may not be able to be recovered.

As your business grows, so will the data. Resellers should rely on an archiving storage platform to protect their most important documents, as well as their customers. There are many options for archiving storage, ensure that your PBX system complies with an effective and cost-efficient solution.

If you want to learn more about PBXware 5.2 and archiving storage, send us an email at or visit our website.  

CRM Routing

Automated Voice Message: ‘You are number 120 waiting in the queue’ *Insert on hold music*

This message is something most people hear when they have to contact a call center. Incoming calls will receive a position announcement with their queue status and will be placed in the queue to wait until an available representative can take their call.

To avoid the ‘first come, first serve’ route, which has urgent calls waiting for a while, there was software developed called Call Routing. This is something most call centers and SMB’s have if they are using an experienced telephony system. The incoming calls are sent to a specific location for a different reason based on the company’s needs.

Call Routing will get your customers to the correct agent quickly because today, no one has time to wait when they need a problem resolved as soon as possible.

But what if your software could do more than that? What if there was something that could define who was calling based on their phone number and their level of importance?

You are in luck! Bicom Systems PBXware 5.2 can integrate with most CRM software and route calls to a specific Queue, person or anywhere based on the information provided in the CRM.

In simpler terms, here is how it works:

An incoming call comes in, PBXware queries the CRM system based on the specific action already entered. Based on the information in the CRM and the pre-entered rules, the call is then routed to where it is supposed to go.

A unique feature to this is that if for some reason the CRM does not recognize your number (for example, if you were to call from a different phone number) the IVR will prompt you for more information. If they ask for your name, account number or phone number on the account, it will then recognize who you are. If the information entered matches in the CRM it will do what it was told to do.  

There are options to set up as many rules as you need to for certain contacts. They can also be based on time of day, the day of the week or the assigned agent’s status. For example, you can set a customer as ‘high priority’ that must have an agent answer their call. The CRM routing rule will then direct the call to an available agent. Rules can be made for any caller and can be routed to the queue, specific agents, a voice recording, etc.

To recap, with CRM Routing, you can:

  • Route important customers to a priority support line or to the top of the list
  • Route inbound calls directly to the person with the right skills for the job
  • Route return calls to the original person they spoke too
  • Route calls based on where they are in the CRM system like:
    • First time Caller
    • Interested but still need more information Caller
    • Ready to close the deal Caller
    • Long term customer Caller

CRM Routing a game changer for call centers and any SMB’s with many customers. The two together interact and add context to every caller interaction. It will also:

  • Increase Customer Satisfaction
  • Improve Response Times
  • Increase Customer Loyalty
  • Distributed Employees Workload
  • Improve Customer Service Efficiency

You have the ability to customize calls exactly how you want to. This will create the best experience for not only your customers but employees. If you want to increase your customer experience you need to get yourself a phone system that allows for call routing with CRM integration.

Bicom Systems PBXware allows for CRM integration with some of the most popular systems like Salesforce, SugarCRM, MS Dynamics, and others. To learn more about PBXware, visit our website or send an email to our sales team at

5 Benefits of Hot Desking

Autonomous work environments, flexibility, and collaboration are some of the few words used to describe office spaces in 2019. Say goodbye to cubicles and hello to open workspaces. Hot desking makes all these things possible!

What is ‘Hot Desking’ you ask? Hot Desking allows an employee to set up shop at any desk they wish. They can log into any phone in the office and it will have their own phone number and Caller ID. The employee can make and receive phone calls from their personal phone number and access their voicemail. If they need to move spaces again, they can simply log out of the VoIP phone and log in to another one.

Hot Desking allows employees to claim a desk for the day – or for an hour or two – and call it their own, without needing to bring the extra hardware of a physical phone. Employees have the ability to choose where they want to sit and work for the day. This gives them a chance to interact with different departments and people in the company.

Let us look at more benefits of Hot Desking!

Less Expensive
If costs are a constraint for your company, Hot Desking is definitely the less expensive option. Hot Desking allows companies to purchase a limited quantity of phones but gives each employee their own extension. They do not need to allocate specific spots for each employee and the company will cut down on costs and wasted space.

Boosts Communication and Collaboration
As mentioned above, with Hot Desking, employees have the chance to move around the office as they wish. The employee can change their surroundings every single day. Working together as a team has never been easier! Employees have the chance to meet and work with employees from across the company. This type of interaction would not be possible if every employee was confined to their own desk.

Boosts Autonomy and Flexibility
Giving employees the ability to choose their own work environment is something that more companies are adopting. It gives employees more flexibility to separate work life and home life. Having the ability to work remotely or to explore options of where and how to work will make for happier employees. Some employees need quiet to concentrate and some enjoy a chatty environment. Every employee is different and works differently and it is extremely important for companies to take note of that and to accommodate.

More ‘Tidy’
Most employees work on a laptop or tablet, something other than a desktop that can be mobile. The extra hardware along with a laptop is usually just the charging cable. Desks look much more ‘tidy’ and ‘decluttered’ when they are used for Hot Desking. Since the desk is not owned by any certain employee, there are no papers scattered, family pictures or trinkets on it. Spaces that are used for Hot Desking tend to motivate employees to be tidier, organized and more productive. They have fewer distractions and when they are done using the desk, they leave it the way they found it.

More Modern Office
Hot Desking is a great way to modernize an office. It allows for the office to have more of an open space and layout. Companies can get rid of many desks and use the wasted space more effectively. They can create workspaces that will make it easier to collaborate, work as a team, and boost energy in the workplace.

In summary, the main benefit of Hot Desking is improved communication. Companies are giving employees opportunities to work the way they want, how they want and where they want.

Do you want to learn more about Hot Desking? Join us for our ‘How and Why to use Hot Desking’ webinar with Yealink on Tuesday, February 12th! Register for the webinar here.

If you want to learn more about Hot Desking, visit our website or email one of our sales representatives at

Opus Codec. VoIP’s New Best Friend.

opus codec


Opus Codec.

No, it’s not a spell like hocus pocus. It is actually something you use everyday! To best explain it in layman’s terms, let’s start with some definitions.

Codec: a device or computer program used to encode or decode a digital data stream or signal. (digital signal / language)
Audio Codec: also known as a ‘sound codec’ is a codec that encodes or decodes audio.
Opus: an audio coding format

Now that we have the definitions, lets tie them together in an example.

When you go on YouTube and watch a video, Codec is working behind the scenes. If you do not have a strong internet connection, YouTube is going to deliver your video in the best possible quality. The graphic display resolution will depend on what your internet connection can handle. However, the quality of the audio will not be affected. Even though you have a low quality resolution video, you will still have good quality audio. The worse the internet connection, the smaller the codec needed.

YouTube engages with your internet capabilities and chooses the best resolution for you. Audio quality is a little bit different. Desk phones communicate with different codecs and Opus is an audio codec for phones. Opus Codec is capable of handling a wide range of audio applications like VoIP and video conferencing.

Another example to explain how Opus Codec works:

Say you are in a hotel. Often, the wifi in a hotel is slow, unstable or has a weak signal because so many consumers are sharing it. You are grasping for a good connection to make a phone call through your VoIP phone or UC application. Opus Codec is able to optimize the audio codec with the given bandwidth to provide the best call experience possible with the resources you have.

Sometimes audio on a mobile device is good and then bad and then the call drops. Opus is smart and does what YouTube does and adjusts the audio quality instead of dropping the call. It automatically adjusts based on the network, service range and other factors affecting the connection.

Another example would be talking on Bluetooth in a car. If you are driving at a fast speed, if it is raining or windy outside, or if there are other outside noises affecting your ability to hear, your Bluetooth will adjust the audio for you. Opus will help when you’re driving and will shift from one tower to another to ensure the best quality of your network connection. It will change minute by minute, without you knowing, and will adapt to give you the best possible quality for your current situation. Unfortunately, it can’t help with back seat drivers.

Opus Codec is very smart and adaptive to what your internet’s capabilities are. It gives you the best possible outcome for what you are capable of. This automatic adjustment is something that often goes unnoticed or taken for granted.

Although the concept is relatively new for the telecommunication industry, Opus Codec is a feature found in Bicom Systems PBXware and gloCOM version 5.2. Bicom Systems seeks to provide the best products for our customers. Poor audio quality is not considered ‘the best’.

To learn more about PBXware and gloCOM visit our website or contacts our sales team at

How One Service Provider is Saving Time and Reaching More Customers with Bicom Systems Cloud & UC Solutions


Robin Damen, the founder of Virtual Computing, has a similar story that we all have heard before. Robin founded Virtual Computing, an ICT service provider company for small to medium-sized businesses, back in 2006. The timing of his company launch aligned perfectly with the growth in the tech and communications industry. Virtual Computing soon had to partner with support and resources outside of their company. Robin found his relationship with 3CX, a PBX vendor, to be great at first. But, that soon took a turn once he found out that “3CX was not cooperating with customers anymore”. After realizing the other negative aspects with his vendor, he knew he had to seek out new options.

Bicom Systems came as a recommendation to Robin by one of his existing customers. After having a testing phase with PBXware, Virtual Computing signed on with Bicom Systems. Robin loved the user-friendly system, the simplicity of the format and the scalability that PBXware Multi-Tenant offered him and his company.

Learn how Robin plans to stay ahead of trends in 2019, saves time, meets his budget, boosts customer loyalty and so much more here.