Category: How To

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

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

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

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

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

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

As companies grow and expand their call centers, business managers will often hear the terms Session Initiation Protocol (SIP) and Voice over Internet Protocol (VoIP) used frequently when they are discussing their phone services. While the technologies are related, they are also distinct in their function and purpose. To understand their differences, it’s important to understand how they work in modern telecommunications systems. This article will define both SIP and VoIP, compare their functionalities, discuss…

Last Updated on February 18, 2026

Businesses are always searching for technology to improve their communications and a reliable high-performance telecommunications system is Integrated Services Digital Network Primary Rate Interface Transmission System 1 (ISDN PRI T1). This technology provides many benefits to companies of any size such as delivering fast data transfer and superior call quality running on Time Division Multiplexing (TDM). What exactly is TDM and how does it work? This article will describe Time Division Multiplexing and how it…

Last Updated on January 30, 2026

Primary Rate Interface (PRI) is a technology used for telecommunications on an Integrated Services Digital Network (ISDN) to transfer digital voice and data between users and the network. PRI technology is integrated with ISDN and grew in popularity due to its ability to scale business communications. This article will define PRI, describe its advantages and disadvantages, and discuss how to integrate call recording into a PRI environment. What is PRI? PRI is a telecommunications service…

Last Updated on January 28, 2026

An effective and efficient telephone communications system allows a business to serve their customers and facilitates internal communication. Businesses must choose the environment that best suits their needs as they design and setup their telephone communications systems. Common topics that surface during the design process is understanding what is a Private Branch Exchange (PBX), what is a Private Automatic Branch Exchange (PABX), and what is the difference? This article will describe both PBX and PABX…

Last Updated on October 20, 2025