Our use of cookies 
What is packet loss, and how to fix it Packet loss measures data loss across a targeted segment of a network, with high rates manifesting as dropped calls, lowered video quality, and sluggish downloads. This guide explains what packet loss is, where and how it occurs, why it needs to be measured, and how to diagnose and minimise it. Contents: What is packet loss?…
read more
Quality of Service (QoS): How it works against network congestion Quality of Service (QoS) is what keeps voice calls, video meetings and business-critical applications working during network congestion. Most organisations rely on it without realising, while the ones that don’t often blame their broadband for problems that QoS could have solved. This guide covers what QoS is, how it works, the outcomes of successful QoS,…
read more
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…
read more
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…
read more
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…
read more
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…
read more