Category: Business

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Call Recording for Sales Teams

Highlights Key features sales teams should look for in call recording are automatic call recording, flagging, comments, search, monitor, download, and playback. Best practices for recording sales calls are sales managers reviewing calls regularly, using recordings for team coaching, and developing a library. Call recording improves sales performance by improving Sales Outcome Metrics. Every sales call contains valuable information. Most sales managers need the additional visibility that call recording provides to improve the performance of…

Last Updated on September 8, 2026

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Integrated Services Digital Network

Integrated Services Digital Network (ISDN) consists of data-transport and digital telephony services provided by local exchange carriers. ISDN enables the digitalization of the Public Switched Telephone Network (PSTN) which allows voice, text, music, data, graphics, video, and other forms of data to be transmitted over traditional telephone lines. ISDN was designed to create an end-to-end digital communication. This would facilitate high speed data transfer, video conferencing, digital voice communication, and other digital communications applications. This…

Last Updated on July 9, 2026

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What is Point-to-Point Protocol? How PPP links to ISDN.

Our previous What are the ISDN Layers? article briefly touched upon the concept of Point-to-Point Protocol (PPP). This technology is used to transfer data. Data transfer using PPP may occur over a digital telephony system such as Integrated Services Digital Network (ISDN) or the standard Public Switched Telephone Network (PSTN). An important distinction is, as mentioned earlier, PPP is used to transfer data, however; it is not used in ordinary voice communication over the telephone.…

Last Updated on May 15, 2026

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How To Coach a Customer Service Team.

Coaching a customer service team is a difficult task. The complexity in managing customer care teams has increased due to remote options becoming available and the growth of Artificial Intelligence (AI). Many core customer service training practices remain relevant as many businesses are moving to adopt AI and provide remote options for their staff. This article discusses the core customer service coaching techniques and identifies methods managers can implement to effectively improve the performance of…

Last Updated on March 2, 2026

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What are the ISDN Layers? How to record calls on ISDN.

Our previous What is ISDN? article defined ISDN as a set of communications standards that uses digital communication to transmit voice, data, and signaling over the PSTN. It described the two channels of ISDN. The first is the B channel to transmit, or “bear” data, at a rate of 64k and is used for voice, video, data, or multimedia. The second is the D channel to transmit data at a rate 16k or 64k and…

Last Updated on August 10, 2026

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The Benefits of Call Recording in Healthcare Organizations

Effective communication is key to providing quality care for all healthcare organizations. Whether the call is between a doctor and patient, nurse and family member, or administrative staff and insurance company, clear communication is essential for patient safety, satisfaction, and organizational efficiency. Call recording technology has emerged as a vital tool to ensure clear and effective communication takes place in healthcare organizations. This article explores the benefits of call recording in healthcare organizations and examines…

Last Updated on November 3, 2025

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Analog Signaling vs Digital Signaling. How Analog and Digital Signaling work in Telephony systems

Analog and digital signaling are two fundamental methods of transmitting information in telecommunications. Their applications in voice and other forms of telecommunications are utilized all around the world. However, both methods differ in how they handle data, efficiency, and quality of their transmission. Each method has distinct advantages and disadvantages. This article will define both Analog and Digital signaling, discuss their applications, compare their advantages and disadvantages, and describe how to record calls in both…

Last Updated on February 17, 2026

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How Signaling System 7 (SS7) works in PSTN and VoIP

There are several features in telephone communications available such as Caller ID, Call forwarding, Short Message Service (SMS), Local number portability, and many others. These features have not always been available. It was the creation of a protocol suite Signaling System 7 (SS7) which enabled these features and many others which telecommunications users utilize every day. This article will define SS7, explain how it relates to the Public Switched Telephone Network (PSTN) and Voice over…

Last Updated on February 18, 2026

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What is PSTN? Circuit Switching vs. Packet Switching

Understanding how data travels across telecommunications networks is essential for any company manager to make technological decisions for their business. Circuit-switching and packet-switching are the two fundamental technologies to understand. Both technologies enable telecommunications, however; they accomplish this utilizing different methods. This article will discuss the concepts of circuit-switching and packet-switching in both Public Switched Telephone Network (PSTN) and packet-switched networks. What is the Public Switched Telephone Network? PSTN, also known as the Plain Old…

Last Updated on January 28, 2026

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PRI vs SIP. Which technology is best for your business?

Reliable telecommunications help sales and customer service teams become successful. Business managers must choose the technology that best fits the needs of their staff when designing their telecommunications system. A common decision they typically face is choosing between Primary Rate Interface (PRI) and Session Initiation Protocol (SIP). Both systems connect clients to their business, however; they operate in completely different ways. This article will define both PRI and SIP, compare the technologies, identify their pros…

Last Updated on February 13, 2026