Frequently Asked Questions Answered by The Telecom Guru, Bruce Kamin. 
Bruce Kamin has over twenty-five years experience as a Senior Account Executive with General Communications Corporation. He is a popular conference and seminar presenter.
• Who do you call when your phone system is busted?
• How to hear only certain portions of voice mail messages with a
Telrad System?
• Voice Mail programming on the Prostar Plus?
• How to figure out the number of telephone lines needed to avoid
• How can multiple companies share the same phone system?
• What's the difference between a trunk and station card?
• What's new with Telrad Telephone Systems?
• How can I measure the productivity of my telemarketing team?
• Is a wireless office solution practical?
• What is the difference between DID and DNIS?
• Is it expensive to have messages and or music playing when we put
people on hold?
• Why does a message light flash when there's no messages?
• What's the best solution for connecting two offices together?
• How can salespeople avoid playing telephone tag?
• How can my small business project an image of a much larger
• Who is responsible for installing my service in my space?
• I cannot make long distance calls from my phones. How do I determine the cause?
• We are moving and the new space has existing wiring. Can we use that wiring?
• When we get our new phone system, will we be out of service for long during the
Q: Who do you call when your phone system is busted?
A: If all the phones are working and you cannot make or receive calls you should call your service provider first. If your phones are not working you should check that there is power to the system, if there is, then you should call GCC at (781) 756-5100.
Q: We have a Telrad digital system. We have just the speakerphone set. When listening to your messages is it possible to stop the message and then continue to listen. I wanted to let a person in the office hear a certain portion of a message I have received, but not the entire message. I wanted to stop the message just before the portion I wanted the other person to hear, then call the person in, etc and allow him to hear that portion. Thanks.!!
A: Pressing "8" will pause the message. Pressing "8" again begins playing where you paused. Pressing "7" rewinds the message 5 seconds, pressing "9" jumps ahead 5 seconds. Hope this helps. top
Q: On the Prostar Plus, could you show me how to assign which station for hooking the voicemail to and how to call the voice mail to program.
A: If you purchasesd the "STARMAIL" brand of vmail, it had a "key-set" emulation. You can install it on any key telephone port (not analog port). You would create a huntgroup between the vmail extensions. If successful the vmail will answer upon calling the first vmail extension. Most Starmail default programming code was **789#. Note...do not expect too much satisfaction with the ProStar w/Starmail. It wasn't the "slickest" combination on the planet. top
Q: Our company handles mostly service calls. Increasingly, our customers get
busy signals. We have 3 lines. How can we figure out the number of lines we
really need?
A: There's no set guideline of outside lines to internal extensions. Service and sales firms usually have a higher line-to-set ratio than say, a manufacturing or R & D corporation. Some companies are "over-square" with more lines than extensions. Universally, businesses want to avoid busy signals. Busy signals can mean lost revenue or frustrated customers.
With a small business such as yours, adding or deleting lines on a trial basis is not a sin. It's very inexpensive when you're working with POTS (Plain Ol' Telephone Service) lines. There's no risk other than a small install fee. There's no lengthily time commitment. In your case, adding two lines yields a 40% increases in traffic flow. After adding more lines, if you're still getting busies, add more. If the lines are never used, cancel them. The hope is that business will increase so much, your next question to me will be "when should I consider a T1 or PRI line?" top
Q: We have decided to started an affiliate business, which will be housed within our existing offices. Is it possible to use our telephone systems for two different companies. Ideally, we would like to have separate opening greetings and also the ability to transfer extensions from one company to another?
A: The best way for multiple companies to share a single phone system is to utilize "TENANT SERVICE." Tenant service partitions the system to allow as much or as little interaction between the tenants as desired. Parameters include line appearance, line access restriction and intercom restriction. Most PBX's do a decent job separating the entities for these basic services. The big problem is on the voicemail/auto attendant side
A voicemail with true tenant service will absolutely segment one company's call processing from another. The tenant service will provide separate opening greetings, operator destinations, dial-by-name directories and group lists. There must be a separate general mailbox and password for each tenant. The feature most systems have trouble with is the return-to-main-greeting. After a message is left, the system must play the opening greeting of the particular tenant, not the primary company. After confirming a voice message, pressing "0" must ring the tenant answering positions. Systems without true tenant service will usually play the greeting of the main company and pressing "0" routes the call to the primary company's receptionist. top
Q: What's the difference between a trunk and station card?
A Trunkline is the service that provides the local and long distance calling (think dial-tone) A station is the phone set. In a traditional PBX, trunklines are terminated on a trunk card, usually 4 or 8 circuits. Stations are terminated on a station card, usually 8, 16 or 24 circuits. It's up to the PBX to electronically connect a trunkline circuit to a station circuit to commence an outside call. For an intercom call, the PBX connects two station circuits. top
Q: We purchased a Telrad system in the 1980's. We have been very pleased with
it, but are wondering what type of upgrades are available?
A: Telrad systems have evolved both technically and cosmetically. In 1992, Telrad introduced their first fully digital system known as (and we hope they didn't spend too much for this) the "TELRAD DIGITAL". Compared to the analog Telrad "Key PBX", the Digital technology brought a huge jump in power and flexibility but they managed to keep the "Telrad Touch."
Telrad users have come to expect lots of telephone set features that are easily and logically managed. The Digital phone was quite impressive for its day - especially the "Executive Set.” This was the first wide-screen, interactive phone on the market. In tune with Telrad's migration strategy, a special analog station card and voicemail interface allowed current Key PBX owners to bring much of their current equipment over to the new Digital system. As the 90's progressed, software releases enhanced the Digital with T1 and PRI compatibility, call center software, multi-site networking, computer-telephone integrations and, best of all, a greatly enhanced voicemail system.
By the end of the nineties, the original Digital phone set styling was getting very long in the tooth. Using the recommendations of dealers and end-users, Telrad designed the dramatic "Avanti" series of sets. In addition to way-cool, next-millennium styling, Avanti sets boast ergonomic improvements; including a larger footprint, wider spaced keys, better digital displays, brighter lighting of keys and enhanced soft-key interactivity. Also for the new century, the first telephone set with a pixel screen with GUI interface and "mouse" navigation. In true Telrad fashion, you can still use as many older sets as you like.
2002 has brought eMaGen, the first Linux-based voicemail system. eMaGen brings a great suite of features, potent unified messaging and strong computer-telephony possibilities. Also introduced this year is Synapse, a wireless micro-cellular system that allows wireless telephones an unlimited range. Now with the merger of Telrad with Voice over IP system producer Congruency, TELRAD CONNEGY, as it's now known, is poised to stay ahead of the pack in the world of converging voice and data systems. top
Q: I would like to be able to measure the productivity of my outbound telemarketing team. Is there a way to get reports on how many calls they made per day, the average call length and other metrics?
A: You'll want to install CALL ACCOUNTING. Almost every phone system has the ability to send data containing call records. This data stream is called Station Message Detail Recording or SMDR. The problem is that the call records are in a raw laundry list format. Although you can attach a printer to the SMDR port, the output would be reams of paper with calls listed one-by-one.
CALL ACCOUNTING takes raw call records, massages them, and prints any form of report that the user desires. CALL ACCOUNTING uses a data base, so reports are generated by entering filtering information to produce the desired content. There are "canned" reports that make the most popular requests available with a few mouse clicks and custom reports that allow the input based on any array of filters. Reports can be generated on-demand at predetermined times and/or dates.
Most of our CALL ACCOUNTING systems consist of software loaded on a customer provided PC but there are "black box" call accounting units that do not use a PC. If your phone system does not have a SMDR port, you'll need to order a SMDR card. You'll also require a cable from the phone system to the CALL ACCOUNTING system. top
Q: I'm constantly moving around our offices, spending little time at my desk. I would like to be able to take calls on the go. Is there a wireless solution out there for me?
A: There are four basic types of wireless solutions. A standard consumer cordless set can be integrated into your PBX using an analog port. This will provide basic calling functions and feature access with a range limited to specs of the cordless sets Some PBX systems have digitally integrated cordless sets available which have better functionality but the range is still only a few hundred feet max.
For truly long range, a micro-cellular system works very well. Micro-cells are placed approximately every 200 feet within the entire building and even outside in the parking lot and company campus. As the user moves around, calls are handed off from cell to cell ensuring complete coverage throughout the coverage area. A great solution is the FLEX-CALL available with our CORAL PBX and Tadiran America FLEXiCOM. FLEX-CALL will ring your cell phone in sync with your desk set. As long as you have cell coverage, anyone calling your desk set can be answered (and transferred) from your cell phone. FLEX-CALL allows world-wide, not just on-site coverage. top
Q: What is the difference between DID and DNIS?
A: DID (Direct Inward Dialing) is an incoming call service offered by your local carrier that allows every person or department to have a direct phone number. DID allows calling directly to the desired destination without the additional steps of an automated attendant or Primary Answering Position (formerly known as a receptionist) transfer. Most carriers off DID numbers in blocks of 100 with the last three or four digits matching the users extension number for continuity. Some companies order two DID numbers per person if faxmail is part of their messaging system (one DID for voice, one for faxmail.
DID service comes standard or a very nominal cost with local T1 or PRI service. For smaller companies, traditional analog is available as in incoming service only. General business trunklines will still need to be installed to carry outside calls. Analog D.I.D. service is making a small comeback due to the Local Bell Operating Company (Verizon, here in the Northeast) dropping the price of analog D.I.D. lines. Seems like they were losing too many clients by artificially holding up the price of their analog service.
DNIS (Dialed Number Identification Service) is the identifying agent to DID. The carrier sends DNIS information with every DID call. The PBX captures and uses this information to 1. route calls to a selected destination or department and... 2. display the "reason" for the call on the telephone set (that's the "I" in Identification). Using DNIS, companies can have multiple DID numbers terminating into a single phone, department or call center. This allows a common answering point to address the call in relationship to DNIS display. For example, a receptionist can answer calls for multiple companies by using the DNIS display to tell how to greet the call. Another example is used by fulfillment centers. A call center agent may handle a "Time Life Book" request, then a "Ginzu Knife" request on the next call. DNIS ID on the display will tell the agent how to answer the call.
DID always contains DNIS information, but DNIS does require DID. DNIS info can be sent on a long distance T1 via toll free (800) dialing or even standalone analog trunklines can use DNIS functionality on a line-by-line basis. top
Q: Is it expensive to have messages and or music playing when we put people on hold?
A: Message-on-hold (MOH) can be as inexpensive as recording a message on an endless loop tape and playing it though a standard cassette player. However, the tapes wear out with time and technology has leap-frogged cassette players long ago. If cassette is to be used as the message medium, you should invest in a digital download cassette player. Designed specifically for the MOH industry, this machine will take a standard cassette message and download it into a digital format which can be played 24 hours a day without wearing out.
CD's have taken over a majority market share from the digital cassette player. MOH CD's can be played though any standard CD player. However, not all businesses have the ability to record a message directly to CD so it's usually done in conjunction with a Message-on-Hold producer. The emerging technology it MOH on MP3. Using an MP3 player eliminates all moving parts so it is even more reliable than a CD player.
Like a professional auto-attendant voice, it's a good investment to hire a professional MOH company to record the message. GCC has a referral service for professional MOH services. top
Q: Every once in a while, my message waiting light flashes, but there's no message. Why does this happen and what can I do about it?
A: This is typically an issue for Toshiba users. Phantom message waiting lights are usually caused by making an intercom call to another extension and pressing the MSG key before hanging up. When your called party returns to their desk, the MSG (message waiting light) is on - creating the illusion that a voice mail message is waiting. When checking voice mail, the system says their are no new messages. Basically what happened is that the person calling unintentionally left a request for a Callback. ( Before the advent of voice mail, a Callback request was a popular feature). The solution is to hit: Intercom, #, 409. Note: You might have to repeat this sequence if multiple people left you Callbacks. top
Q: Our company has a main office in Boston and is planning on opening another office in the suburbs. How we can connect the two offices together to act as though we have one phone system?
A: Networking PBX's together to act as one is becoming more and more popular. Enterprise-wide desktop-to-desktop calling/ transfer, single voicemail and shared answering positions are some of the benefits. (click here for my solution details). top
Q: We have salespeople out on the road all day. They are constantly calling in to check on their messages and end up playing telephone tag with prospects and customers. Giving out cell phone numbers is an option, but there's no way to prioritize these calls. What do you recommend?
A: In the past, telephone systems were not able to efficiently connect with mobile employees. However, realizing that more and more people are working out of the office and need real time connections, phone system manufactures are starting to address this need. There are several options you can select from. (click here for my solution details).
Q: How can my small business project an image of a much larger company?
A: Some of the ways you can make your small company seem larger than it is include...
Using 3 or 4 digit extension numbers. Nothing projects the image of a small company like a one or two digit extension plan. A business card or call back number listing "Ext. 220" sounds a lot more substantial than "Ext. 20."
Another good investment is an auto attendant greeting recorded with a "professional voice." Image is everything and a great sounding auto attendant greeting conveys great company. General Communication has professional voice referral service for both auto attendants and message-on-hold recordings. top
Q: The service provider says they have installed my new service in the building, but it is not in my space. Who is responsible for installing my service in my space?
A: The local telephone company is only responsible for installing your new service at the demarcation point in the building unless you order them to extend it to your space.
If they extend the service they will charge you for inside wiring. GCC provides inside wiring at competitive rates which would probably take less time. top
Q: I cannot make long distance calls from my phones. The service provider says it is the phone equipment blocking calls. How can I determine?
A: If you can make local calls from your phones the lines are working. If you attempt to make a long distance call from your phones and you get a “call restricted” display on your phones, then the phone system is programmed to restrict long distance calls. Then you should call GCC.
If you attempt a long distance call and the call just waits and then gets a voice message indicating “your call cannot be completed” or “there is no long distance carrier assigned”,
you should call your service provider. top
Q: We are moving and the new space has existing wiring. Can we use that wiring?
A: Jacks on the wall do not indicate the wiring is good. Many times spaces are remodeled, ceilings cleaned out and jacks are left on the wall. It is recommended that a site survey be conducted in advance of the move to ensure the cabling is compatible with your system and can be reused. This will eliminate problems at the time of the move. GCC can accurately asses this for you. top
Q: When we get our new phone system, will we be out of service for long during the transition?
A: Most times we have the ability to install the new system in conjunction with the old system staying in service. In the case of installing VoIP phones we can have both systems running at the same time due to the fact that they use different cables. In this situation there is only downtime to move the line service over, which is generally up to 15 minutes assuming there are no problems from the service provider. If we are installing traditional phones we can swap out the main phone and lines in about 15 minutes and then liven the remaining sets. During this transition, calls will always come through and you will be able to make calls. GCC will have new systems programmed and functional before changeover.
Changing Voicemail Greetings
ShoreTel Systems:
Amanda Systems:
1. Log into voicemail
2. Press 2 for greetings, 1 for greeting one, 2 to record, # to finish
