Least Cost Routing on a PBX: Cut Call Costs Across Operators
How least cost routing works on an IP PBX: outbound routes by dial pattern, ordered trunk sequences, overflow when a trunk is…
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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.
What Is a VoIP Gateway? Types, Ports and How to Choose
What a VoIP gateway does, FXS vs FXO vs E1/PRI gateways, how many ports you need, and what to check on the…
Do Not Disturb (DND) on an Office Phone System: Setup Guide
How DND works on an office phone system: one feature code, a fallback for every extension, BLF for reception, and how it…
Call Centre Headsets: How to Choose the Right One for Agents
How to choose call centre headsets: USB vs 3.5 mm vs wireless, mono vs stereo, noise-cancelling microphones, comfort, home agents and a…
Complaint Management Process: Steps, TAT and Tracking
A seven-step complaint management process for call centres: logging, reference numbers, owners, TAT by category, WhatsApp complaints, closure and reports.
Phone Etiquette for Customer Service: Rules and Sample Phrases
Phone etiquette rules for customer service teams: greeting, listening, hold and transfer etiquette, handling angry callers and closing calls, with phrases.
Escalation Matrix: How to Build One for Your Call Centre
What an escalation matrix is, functional vs hierarchical escalation, an example L1 to L5 template with time limits, and how to track…
WhatsApp Click to Chat Link and QR Code: A Setup Guide
Create a WhatsApp click to chat link with wa.me, add a pre-filled message, turn it into a QR code and place it…
WhatsApp Green Tick: Verified Badge, Meta Verified and Trust
What the WhatsApp green tick and verified badge mean today, how they differ from business verification and display name, and how to…
Instagram DM for Business: Team Inbox, Automation and Rules
Handle Instagram DMs as a team: the 24-hour rule, a shared inbox with WhatsApp, chatbot greetings and handover, and a reply playbook…
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