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Hosted Telephony From Rustyice Solutions

rs_logo-with-wordsRustyice Solutions Ltd. is helping to transform the way businesses communicate. We provide each customer with a single communications platform that addresses the needs of every employee, regardless of their location or the device they use.

Our cloud-based platform delivers a range of feature-rich voice, video and unifed communications solutions to your business. We help you to improve the way you communicate with your customers, increasing collaboration and ensuring maximum productivity from every employee.

JARGON BUSTER

WHAT IS HOSTED TELEPHONY?

Hosted Telephony, also known as Cloud Telephony, is where organisations access business telephony as a service. In essence, the capabilities of a traditional PBX are delivered as a service from the cloud, providing comprehensive telephony functionality directly to each extension, regardless of location.

This exible solution enables organisations to scale effortlessly and add functionality on a simple pay-as-you-use basis; including Advanced Hosted Telephony, Collaboration, Mobile Integration and Contact Centre capabilities.

Hosted Telephony is transforming the way companies communicate. Regardless of your company size or the physical location of your employees, you are able to deliver feature-rich business communications to every employee, from the cloud, wherever they may be in the world.

hosted-telepyThrough Hosted Telephony, businesses are easily able to react to change while maintaining best-in-class communications capability, enjoying:

REDUCED COSTS

With Rustyice Hosted Telephony there is no up-front capital investment required. Simply subscribe to one of our “All Inclusive” minutes bundles or take our “Pay-As-You-Use” service where you benefit from free calls between offices or employees working at home or significantly cheaper local, national and international call charges.

ADVANCED FEATURES

Take advantage of enterprise level telephony features such as Auto Attendant, Receptionist Console, Call Centre and Call Recording. Improve the efficiency of your workforce through Presence, Click-to-Dial and Contact Database Integration. Take total control of your services using our sophisticated online management portal.

INCREASED AGILITY

Flex your usage up and down in response to demand or any season fluctuations. Scale rapidly without committing to long contracts. Deploy satellite workers and seamlessly transition between different locations and offices. Take calls on the move, anywhere around the world.

FUTURE PROOF TECHNOLOGY

At Rustyice Solutions we work with key technology partners to ensure that the platform adheres to the latest versions and industry standards. A constantly evolving roadmap allows our customers to benefit automatically from the latest features and developments.

Our customers are freed from the operational and financial burden of maintaining their own equipment and software.

ASSURED RELIABILITY

Use your own, or take a business grade Inclarity broadband or fibre connection for an assured telephony experience which does not touch the public Internet. Set up cloud-based call divert rules in advance – or in real time – to capture all of your incoming calls in the event that your office experiences any local network problems. The Inclarity platform offers 99.999% availability, and in fact we achieved 100% availability across the 12 months of 2015.

HOSTED VIDEO CAPABILITY

Cloud-hosted Pay-As-You-Use video conferencing capabilities mean that there is no need for expensive dedicated meeting room equipment, complex video bridges or changes to your network. Simply connect to a meeting using your desktop, tablet or smartphone and communicate with colleagues and clients wherever they are in the world with excellent sound and picture quality.

CALL CENTRE

Call Centre is an advanced telephony feature that allows a business to better manage its incoming calls, and to ensure that these calls are answered by the correct personnel.

  • Allow agents to control how they advertise their availability for receiving calls
  • Give each agent a specialised dashboard to better manage their calls
  • Queue inbound calls, and play announcements / estimated waiting times to the callers
  • Define busy, out of hours, holiday and emergency failover responses
  • Review the availability and productivity of agents using Rustyice Reporting
  • Define the skill levels of your agents for skills based routing (Premium only)CALL RECORDINGWith Inclarity Hosted Telephony there is no need for expensive on-premise call recording, this capability is embedded within our cloud and can be switched on for particular lines or particular users.
  • User-defined recording for inbound or outbound, external and internal calls
  • Recordings are retained for 6 months as standard (with the option to extend)
  • Simple storage, search, download and playback of calls
  • Fully FSA compliant

CALL REPORTING

Rustyice Call Reporting enables you to obtain a full picture of your inbound and outbound call history so you can manage your business communications.

• Powerful GUI enables you to de ne and run reports

• Comprehensive range of standard reports

• Ability to tailor reports for your specific needs

• Leverage account codes to enable customer billing

• Schedule reports to be sent automatically to you by email

• Select from a wide range of chart and graph options to show your report data in a graphical format

AUTO-ATTENDANT

Auto-Attendant provides the ability to automate the management of inbound calls using voice prompts to identify which services are required and directing the call appropriately.

  • Direct calls to specific extensions
  • Look up individuals in the corporate directory
  • Route calls based on department or service required

Rustyice Hosted Unified Communications (UC) delivers both improvements in the productivity of your staff and an increase in the level of collaboration across your entire organisation.

The Rustyice UC Client is a desktop application that helps you integrate your telephone activity with the rest of your business processes. UC users can access their contacts more easily, and can identify the context of incoming calls more effectively, leading to a boost in productivity and efficiency. When integrated with CRM, accounting or ticketing systems, UC users can instantly spawn or pop the relevant contact records to perform essential tasks more quickly.

UC users can also use the integral Telephone Presence dashboard to see the real-time telephone status of their colleagues, and can instantly identify when these users are not available to take calls or call transfers. User collaboration on projects is improved by knowing when everyone is available to speak.

CALL PREVIEW

Receive an alert on your desktop to notify you that you are making or receiving a call. If the called/calling number is on your Address Book, then you will also see your contact’s name.

OUTLOOK INTEGRATION

Automatically access your MS Outlook Contact Cards for Call Preview, and enable click-to-dial within the MS Outlook desktop application.

OTHER APPLICATION INTEGRATION

Open up lists of contacts from other 3rd party applications for Call Preview, Click-to-Dial and Screen Pop. Supported applications include common CRM packages such as ACT, Salesforce, Sage and MS Dynamics.

TELEPHONE PRESENCE DASHBOARD

Report your current telephone status to your fellow UC users, and access a dashboard showing the current telephone status of these users.

SKYPE FOR BUSINESS INTEGRATION

Push your telephone status so that it is visible to your MS Skype for Business environment. Dial fellow Skype users on their listed telephone numbers from the Inclarity platform.

BROWSER & CLIPBOARD CLICK-TO-DIAL

Enable your preferred desktop web browser so that any telephone numbers you see can be dialled with
a single click. Copy any number from any screen or application to your clipboard, so that it can be dialled with a single click.

IMPROVED CUSTOMER SERVICE

Automatically access customer details and presenting these along with the telephone call to enable a more professional service.

MORE EFFECTIVE COLLABORATION

Provide a real time view to each user showing who is available and so enable them to reach the right expert rst time.

IMPROVED USER EXPERIENCE

Making business telephony much easier to use and provide each user with the ability to work the way they want to work.

At Rustyice, we are proud of our track record of unrivalled customer support and service.

Based on industry leading Broadsoft cloud architecture, the Rustyice hosted telephony platform is recognised by our clients as one of the most reliable cloud services available.

99.999% service uptime

The platform offers 99.999% availability, and in fact it achieved 100% availability across the 12 months of 2015. Thanks to the resilient structure and key relationships with Broadsoft and other technology partners, our clients enjoy service continuity that is second to none.

Support calls answered within 5 seconds.

We like to practice what we preach, and as a telephony company, that means being at the end of the line when our customers call. Our Ayrshire based customer support team are available 24/7/365 to help you with any issues you have.

Most issues fixed in under 2 hours

We’ve been at the forefront of unified comms and telephony for over 12 years and our engineers and support staff have intimate knowledge and experience across our platform and the partner vendors we work with. This means issues are identified and rectified quickly and efficiently.

But it’s not just about the SLA

We constantly monitor both the availability and the quality of service of our hosted platform and ensure that not only do we resolve all issues against clearly defined SLAs, but we strongly believe that there’s more to customer support than complying with Service Level Agreements. We really care about offering the right service to our customers to suit their specific needs.

That means from the very outset, we take the time to understand each and every client’s unique business and communication needs. We then work with them and our network of technology partners to produce high-quality, hosted solutions that deliver genuine business value for the short-term and support business growth in the longer-term.

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Advanced management tools

System Management Tool (SMT)

A web based, real-time management interface which enables your IT administrator to easily and rapidly manage account settings and resources on-line. Dependent upon the provided system access level, you can use SMT to add new accounts and resources, edit existing account settings, allocate resources, produce reports and perform other administrative tasks. Administration can be specific to an individual user or terminal (e.g. IP phone), and general for multiple users, sites and companies.

Phone Manager

A simple, web-based interface which allows each end user to manage his or her own telephone number and associated service features. This interface is available and works the same way, regardless of what terminal (telephone) is deployed for the user to make and receive telephone calls.

 

HOW WE CAN HELP

ADVICE

Years of experience in deploying hosted telephony for hundreds of clients, across many industry sectors, enables us to add value to the relationship by advising on best practice. We provide guidance as to what works best for businesses like yours and how you can maximise the returns on your investment in cloud-based communications.

DEPLOYMENT

We focus on providing end-to-end solutions; from your connection to the public telephone network right the way through to the telephones on your employees’ desks. Our experience and expertise in VoIP is unrivalled, which enables us to seamlessly transition you to Rustyice Hosted Telephony and deliver the capabilities that you need to each and every user.

FLEXIBILITY

Where we differ from some of the larger players in the Unified Communications space is our ability and willingness to work to our customers’ needs. Our agility enables us to adapt our contract terms, our technical implementations and our SLAs to ensure they support customers’ specific needs, rather than imposing standard terms and standard functionality on them. While we can always provide advice on best practice, we’re always open to different ways of doing things if it’s of benefit to our customers.

If you’d like to know a little more, stick some detail into the form below and we will be in touch soon.

Which website shopping cart?

We have recently undertaken a study to determine which of the many shopping cart systems we should use on a customers website. After a long process trawling through the myriad of options we finally reached a shortlist of 8 candidates.

These candidates were:

  • Avactis
  • CS Cart
  • Cube Cart
  • Magento
  • OS Commerce
  • Prestashop
  • Virtuemart
  • Zen Cart

Now, with that part done the hard work begins.

The fact of the matter is that all of the choices in the list above are great ones. Any of these shopping carts will, with the right implementation, produce an excellent level of functionality on any website. The trick is to understand your own requirements first and identify which of the options most closely fits your own requirements, not only today but also your anticipation of what they will be in 6 months, 1 year and possibly even more.

So lets look at the pros and cons of each.

You can find the comparison HERE.

 

Making Links to Pages that aren’t in a Site Menu with Joomla

Often, when using Joomla you might want to make a link to a page without having to have it in a navigation menu somewhere. Examples might include:

  • Forms
  • A Google AdWords landing page
  • A special offer in an off-line advert

What you have to undertsand is that in Joomla, a page can not exist unless there is a link in a menu to it somewhere. But, didn’t we just say that we didn’t want it linked on any navigation. Well, here is the trick, the menu that the link is in doesn’t have to show on the site…

Do the following:

  1. Make a category for the pages (or they could all be static pages)
  2. Make a menu to “hold” the links to these pages. For example, make one called hiddenmenu. You can put your items which will not be linked to by a visible site menu in here.
  3. Make a static item called “The Hidden Menu”. It can be blank
  4. Publish the module that outputs the “hiddenmenu”.
  5. Note the link to the “The Hidden Menu” page.
  6. Set the secretmenu module to only show on “The Hidden Menu” page

Now, Any time you need a link to pages/categories that don’t have a link from the main menu, just make the link in the “hiddenmenu”. Then go to that page you noted in 5 above and the link should be there. Just right-click and “copy link location” and you have your URL.

The rise of the Network Plumber

As the worlds journey through the second industrial (Internet) revolution carries on apace, todays businesses face an emerging challenge. Unless your company has its own “in-house” network professionals it is likely that the demands the Internet places on your business, whilst clearly a massive opportunity are also the source of what can seem like spiralling overhead costs in terms of personnel and knowledge.

Back in the mists of history during the first industrial revolution, the electric light bulb was causing a stir. The new technology was clearly a fantastic opportunity for business of the time to increase productivity and improve working conditions. It was basically a new fangled technology which could enable businesses to “work smarter”.  Now where have we heard that before?

The first electricity installation companies were small bands of highly educated and highly paid technical afficionados who were evangelists of the technology rather than being more akin to the matter of fact electricians of today. The technolgy has nowadays moved from invention to commodity to utility and that process probably took 10 to 20 years to fully complete. There are a lot of parallels that can be drawn between that revolution and this one.

Heres one cast iron fact. Businesses today need networks. Whether it is to connect their towering office blocks in each corner of the world into one great corporate network or just to connect their office computers to their printer and the internet to read their emails, they all need their networks. We have tried to think of one single business that wouldnt put itself at a disadvantage in todays world by ignoring everything related to the internet such as emails and websites and we have failed. From the sole trader window cleaner to the corporate giant, all of them now need their networks.

The technology is now moving into the realms of utility rather than being “a great new invention”. Nowadays your average Granny in Scotland is just as likely to switch on the laptop as they are to switch on their central heating. Ok thats a dubious fact I’ll concede but you get the picture. The world has changed forever and the Scottish business community as well as the residential community now need their networks. The technology is now thought of more like a central heating boiler than the hubble telescope to the average consumer. They just want it to work.

Todays networks now need plumbers. Todays Scottish businesses now need network plumbers and not the techie evangelist types of the last 10-20 years. They need matter of fact network tradespeople who they can call upon to get things working properly when they arent. They dont need an inhouse plumbing enthusiast who does plumbing for a hobby and thinks theyre a bit handy with a pipe bender and they certainly dont need a plumbing department full of plumbers in their overalls ready to fix a boiler at a moments notice.

Ok weve stretched the plumbing analogy a little too far here but I believe the point is made. When it comes to network plumbing and you need the system to just work. When you need a no nonsense expert in the trade to advise you on the best systems for your requirements or just to make your existing systems do the job that you need them to do for you, day in-day out, give us a call at Rustyice Solutions. The network plumbers.