Structured Cabling for IP Phones: Cat6, PoE Budget and Patch Panels
Plan structured cabling for IP phones: outlets, Cat6 vs Cat6A, the 100 metre limit, PoE power budgets, patch panel labels and analog…
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Insights & updates
Guides on IP PBX, contact centres, AI voice agents and telecom compliance for Indian businesses, from the engineers at BitVoice.
WebRTC Calling: Browser Softphones on Your Business PBX
What WebRTC calling is, how it differs from a SIP phone, how browser phones connect to an IP PBX over WSS with…
How Many SIP Channels Do I Need? Sizing a SIP Trunk with Erlang B
Work out how many SIP channels you need from busy hour calls and call length with Erlang B, with worked examples, bandwidth…
Multilingual IVR: Serve Callers in Hindi and Regional Languages
How to set up a multilingual IVR: choose languages, design the language menu, build one menu per language, route to language queues…
IVR Greeting Script Examples and Tips for Recording Prompts
Ready IVR greeting script examples for welcome, menu, after-hours, holiday and queue messages, plus tips for recording prompts and loading them into…
Call Centre Attrition: 8 Practical Ways to Keep Good Agents
Why call centre agents leave and how to improve retention: honest hiring, a proper start, fair metrics, real coaching, predictable schedules and…
How to Reduce Call Volume Without Pushing Customers Away
Reduce call volume by finding your call drivers, fixing causes, sending proactive WhatsApp updates, answering routine questions on chat and stopping repeat…
Call Centre Shift Scheduling: Build a Roster That Meets Demand
How to build a call centre roster: forecast calls by interval, convert to agents with Erlang C, add shrinkage, stagger shifts, place…
Call Centre Occupancy vs Utilisation: Formulas and Healthy Levels
Call centre occupancy and agent utilisation explained with formulas and a worked shift example, why very high occupancy burns agents out, and…
Call Centre Service Level: 80/20 Formula and How to Set Targets
What call centre service level means, four ways to count abandoned calls, a worked example, service level vs ASA and abandon rate,…
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