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AI voice agents and how they work for business calls AI voice agents are LLM-based bots that make and answer calls on behalf of a business, holding natural conversations like a human agent would. They can handle multiple calls simultaneously and are good at simple tasks, but they continue to rely on backup human agents when unable to handle requests. This guide covers how they…
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What is an auto attendant and how does it work? An auto attendant automatically answers incoming calls, presents a menu of options, and routes callers to the right destination, without human intervention. This guide explains how auto attendants work within a VoIP phone system, why businesses use them, how to set one up, and their typical cost. Contents: What is an auto attendant? How does…
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What is call queuing and how does it work in a business phone system? Call queuing is the mechanism that ensures inbound calls are handled in an organised and structured way rather than ringing out or going to voicemail when agents are busy. This guide covers how call queuing works, when it is necessary, what an effective setup looks like, and how to measure its performance. Contents: What is…
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VoIP call recording: How it works and best practices VoIP call recording is one of the most regulated and operationally significant features of a modern business phone system. This guide covers how it works, the technology behind it, the types of recording available, the legal framework that governs it, and the best practices businesses should have in place to stay compliant and get the…
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PoE switches: What they are and which ones to choose for your business A PoE switch delivers both data and electrical power to connected devices over a single Ethernet cable, removing the need for a separate mains connection at each device location. It is the standard deployment method for WiFi access points, IP cameras, VoIP phones, and door controllers, reducing cabling complexity and mains dependency across a site….
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What hosted VoIP is and how to decide if it is right for your business Hosted VoIP is a cloud-based phone system where a third-party provider manages all the infrastructure. It is the most commonly deployed system for internet calling, and demand continues to grow as organisations prepare for the upcoming switch off of traditional phone lines in 2027. This guide covers what hosted VoIP is, how it works, what…
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