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

What to consider when choosing a VoIP phone

From the title of this post, you may be thinking, “I never use my office phone, I am constantly on my mobile”. Although that may be true for some, large corporations and call/contact centers still rely on a desk phone or softphone. Do you still need your desk phone? Read this ebook that asked the same question. If you do think you still need your desk phone, keep on reading!

First things first. Do you want a desk phone or a softphone? Do you know the difference?

The standard, analog, hand-held telephone. If you haven’t switched over to VoIP you are probably using a desk phone. Often telephony providers are compatible with most phones on the market. The only difference would be is that instead of using a traditional landline, you would connect the phone to the businesses IP network. Businesses may prefer to keep their desk phones because they are familiar with how they work, easier to use and saves them money.

You do not actually need the physical phone with a softphone. A softphone is a software application that the user can download onto their computer. They are able to make phone calls over the internet instead of using the physical hardware. You connect a headset and microphone to your computer and there is an on-screen dial pad.

If you still prefer the touch and feel of a physical phone, you can purchase phones that are compatible with SIP. Some companies have a mix of phone desk phones and softphones in their office. This is beneficial for employees who may be traveling or away from their desk. VoIP is extremely flexible and allows you to switch from Deskphone to Softphone.

Now that you know the difference between the two, what option is the right choice for you or your business?

There is no right or wrong answer. It depends on many variables like your; needs, budget,  type of business, etc.

Nevertheless, whichever option you choose, there are many things to consider.

Your Budget
Softphones are the less expensive option. Especially if you have to supply many employees. But some employees may prefer a desk phone. Desk phones are known to have better voice quality which would ensure all calls to be clear. What do you choose, quality or quantity?

Product Stability
Are the desk phones sturdy? How is the hardware?
How is the application of the softphone? Is the software compatible with your device?
Has other customers had problems in the past?
Could the phone break? Could the program crash?

It is important to make sure what you do purchase is going to last. VoIP is an investment that will benefit your company in the long term, but only if you do your research before choosing the product.

How is the support after you purchase your desk phone or softphone? Does the manufacturer offer a warranty? How do they handle technical issues? What happens if there is a glitch in the software for your softphone? How do you contact the support team?

Time is money. You do not want to waste time on the phone with support or unable to make calls because your system has failed. Make sure you choose a reputable brand with good reviews on their products.

Just because they are a well-known brand, that does not mean you have to choose them. But, what it does mean is that there are probably many customer reviews on their products. This is a chance to hear what real end users are saying about the product. Their likes and dislikes about the product and potential problems they had dealing with support teams. Sometimes new brands in the industry are the better choice over the Vets. Do your research.

Maybe you start off by buying softphones and slowly purchase desk phones for employees who prefer one. UC applications like Bicom Systems, gloCOM, and gloCOM GO are great for integrating your desk phone with your mobile so you can potentially eliminate your desk phone altogether. But, desk phones are not going anywhere anytime soon. Flexibility is the name of the game these days for companies. Businesses that make it possible for employees to work functionally wherever are going to go farther in the industry. Maybe you offer both, maybe you offer one or the other.

Our ebook will take you through the latest alternatives and complements to the desk phone so you can make an educated decision on how to go forward with your decision. Download it here.

If you are having trouble choosing, send us an email at We would be happy to lend our expertise based on your situation.

Why YOU Should Attend ITEXPO 2019

ITEXPO is returning to Fort Lauderdale at the end of January and is celebrating their 20th anniversary! This 3-day trade show, happening January 30th to February 1st, is something you do not want to miss.

What is ITEXPO?
ITEXPO is a three-day conference where telecom and IT professionals, business owners, developers and other companies in the IT industry come together to network, learn and participate in information sessions. There are countless presentations at all different times of the day that cover topics all related to IT.

As per the ITExpo website, ITEXPO is “Where Doers & Disruptors Find Communications & Technology Solutions”.

This exhibition is the kick-off event for IT Tradeshows in 2019.

Why should I attend?
For starters, we will be there! Bicom Systems will be at Booth #911 and we are also hosting an information session on Thursday, January 31st at 2:15 pm. This 45-minute presentation will be held in CVx Theater.

Stop by our booth to learn more about our company, meet with our account managers or try free demos!

Other reasons to attend:

  • There will be over 250 speakers
  • There are giveaways every day and the grand prize this year is $10,000 CASH
  • Keynote Speakers this year are from big companies like: Google, IBM, Dell, and Uber
  • You can conduct business on the show floor
  • Network opportunities are endless
  • It connects buyers to the right sellers

Still thinking about attending ITEXPO? Bicom Systems is offering you 25% off your ITEXPO Super Passes when you use the promo code BICOM25. Click here to register.

Don’t have FOMO (fear of missing out) and register for ITEXPO today.

See you there!



12 Things About Bicom Systems – Holiday Edition

12 things blog

The holiday season is upon us and we wanted to share with you some fun facts and accomplishments that 2018 has given us.

2018 has been a year to remember and what better way to reflect on it then putting it in song!

(Humm to the tune ‘The 12 Days of Christmas’)

During 2018, Bicom Systems now has…

12 New Employees

11 New Case Studies

Attended 10 Trade Shows

9 Student Interns

8 Teams for Development

7 Great Products

6 Office Locations

5 Account Managers

We have had..

4 Live Webinars

3 Team Building Trips

2 Holiday Sales


1 New Office Opening

We are looking forward to an even better 2019.
Cheers to you and yours from the team at Bicom Systems!