Phoenix Link Announces Partnership with PromptVoice

Phoenix Link is proud to announce that it is working alongside PromptVoice, the leading telephony voice prompt company. Phoenix Link has provided professional cloud based telecom solutions to businesses in the South East since 2002. Their portfolio includes outstanding VoIP hosted cloud telephone systems, fast internet access and networking, audio and web conferencing and inbound numbers.

PromptVoice specialises in providing telephony companies with professional, high-quality voice prompts and on-hold messaging and is trusted by some of the biggest telephony brands in the UK — including O2, Vodafone, and British Telecom (BT).


First Impression

PromptVoice believes that high-calibre voice prompts are a crucial component of telephony systems that seek to reflect positively on a company’s brand. As Anthony Buxton, CEO of PromptVoice, puts it: “A telephony service provider selling their solution without professional prompt recordings is like a car manufacturer selling their cars without paint…technically brilliant, but a disappointing first impression.”

“Our partnership with Phoenix Link is evidence of the need for telephony service providers to offer a full range of voice prompts in an increasingly demanding market.”

The build-up to the General Data Protection Regulations (GDPR) was huge, with business inboxes from Land’s End to John O’Groats flooded with re-consent forms. Conferences and information sessions were attended, but even today businesses are unsure of their responsibilities.

Despite it being early days, there are clearly some elements of the GDPR which have been over-hyped …….

Gaining re-consent

In the months leading up to May 2018, inboxes were inundated with emails asking customers and clients to provide their consent for ongoing marketing communications. It turns out that none of this was strictly necessary.

Toni Vitale, the head of regulation, data and information at the law firm Winckworth Sherwood, comments that many of those requests were “needless paperwork”.

Businesses are not required to automatically ‘repaper’ or refresh all existing 1998 Act consents in preparation for the GDPR,” Vitale said. “The first question to ask is: which of the six legal grounds under the GDPR should you rely on to process personal data? Consent is only one ground. The others are contract, legal obligation, vital interests, public interest and legitimate interests.

“Even if you are relying on consent, that still does not mean you have to ask for consent again. Recital 171 of the GDPR makes clear you can continue to rely on any existing consent that was given in line with the GDPR requirements, and there’s no need to seek fresh consent. Just make sure that your consent met the GDPR standard and that consents are properly documented.”

So for the telecommunication service provider industry contract , vital interests , legal obligation and legitimate interests all come into play when dealing with existing and prospective clients.

Being cynical, the only thing sending out re-consent forms achieved was to give an opportunity for clients who had previously been happy to receive marketing information the opportunity to decline consent.

The fear of external hackers causing data breaches

Although according to data from the Information Commissioner’s Office (ICO), four out of five data breaches are caused by internal negligence or a lack of adequate safeguarding policies and procedures ; the instances of external hacks ( e.g. British Airways September 2018 or the 2017 Malware attack on the NHS ) are he ones that grab headlines . Take the case of Morrison’s Supermarket, which last year was ordered to pay compensation to thousands of employees after the payroll details of 100,000 employees were leaked online. The cause of the leak? A disgruntled employee.

The statistics given by the ICO confirm that businesses need to focus their attention on securing internal systems, as well as ensuring GDPR compliance and directing their IT teams accordingly.

So what ?

GDPR absolutely SHOULD be taken seriously. However, as long as you completed your IT mapping so you know where all the personal data you hold is kept, have updated third-party data processing contracts, and send marketing materials ONLY to those who have a ‘legitimate interest’ in what you are providing, your organisation can carry on as normal.

No Decision = No Need. Make your life easier by selling to people that already realise they have a pressing need. Re-purpose your marketing to find people with their hands up. Just make sure you identify what there is need is and don’t just try and sell them what you have. Demonstrations are a great way of making potential clients realise they have a need.

Hosted or Cloud telephony is a version of VoIP ( Voice over Internet Protocol ) , or put simply telephone calls over an internet connection.

Hosted or cloud telephony utilises business grade telephone system hardware that resides in a data centre with business grade internet access ,rather than at your business premises , and connects to the telephone handsets in your office over an internet connection ; for example your business broadband.

The benefit of this over traditional IP handsets ( or indeed digital or analogue handsets ) connected to an “on premise” telephone system ( perhaps a Panasonic , Toshiba , Avaya , Samsung or similar ) is that the hosted telephone system hardware doesn’t “care” where the handsets are located as long as they have a suitable internet connection . So suddenly you are not geographically limited by your business telephone system ; you can locate your telephone handsets anywhere …. and you can move them at will …. just so long as the telephone handset has internet access.

You also benefit from not having to upgrade firmware or licences on your telephone system ( as it gets older ) as this is generally included as part of your handset feature subscription fee and even very small companies can enjoy the telephone system feature benefits that would have previously been too expensive to deploy … such as call queuing , auto attendant , voicemail to email , call logging , call recording and the like .

Most telephone calls are often included within the telephone handset feature subscription charge therefore making the cost of hosted or cloud telephony very predictable.

Well in the end the answer has to be yes VoIP will eventually take over from traditional analogue and digital telephone lines as the trunk access for calls. So if the time is right for your business a move to VoIP is a good thing.

Today all businesses are data hungry. Be it to better understand their customers, streamline their operations or improve decision-making. Its predicted that 50% of businesses will adopt a cloud strategy for their data in 2018. Businesses are gathering, storing and relying on data more than ever before, so finding ways to control the cost and to achieve greater flexibility are becoming more of a priority for them. As a trusted supplier we aim to be ensuring our clients are keeping up-to-date with emerging IT trends and providing best-in-class data service packages, allowing customers to access their data whenever they need it.

Do you need additional London telephone numbers ?

The London numbering range went through a sequence of changes in the 1990s , culminating with the ‘Big Number Change’ which saw the current 020x codes become active on the 1st June 1999.  Nearly 20 years on and the 0207 numbers are no longer available as a new number except in some special cases and the 0203 range is now approaching exhaustion.

Ofcom will take action to ensure we can continue to meet demand for telephone numbers in the London area, that action means:

  1. Phoenix Link will be unable to make 0203 ranges generally available once it’s current 0203 ranges are exhausted.
  2. Phoenix Link will meet demand for London with 0208 ranges in the short-term, Ofcom still have some capacity with this range.
  3. Ofcom will release a new London range to all Service Providers in the near future

In summary, Phoenix Link are running low on 0203 numbers and general availability of them will disappear, save for specialist use.  Please note this does not affect the porting in of active London ranges from other providers.

If you need any further information just contact us to discuss

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You can set up a conference call with two other people. Depending on your phone system, you may be able to add more than two people to your call; ask your system administrator for the maximum number.

Just as with other calls, you can hold and resume conference calls. In addition, you’ll have the option to split a conference call—end the conference and place the people you were talking with on hold.

During a conference, you may have access to the conference management feature. This feature allows you to manage each person in the conference call so that you can mute, hold, and remove each person. Your system administrator can enabled this feature on your phone.

Setting Up Conference Calls

There are two ways to set up a conference: the conventional way—by calling two people and using the Confrnc soft key—or joining two existing calls using the Join soft key.

To set up a conference call:

  • Call the first person.
  • From Lines or Calls view, press More and then Confrnc. The active call is held.
  • Using the Dialer, call the second person.
  • When the second person answers, press More and then Confrnc to join everyone in a conference.


Holding and Resuming Conference Calls

When you place a conference call on hold, you place the other two people in the call on hold. No one in a held conference call can hear each other.

To place a conference call on hold:

  • From Lines or Calls view, press Hold. If you’re in Calls view, be sure to highlight the conference first. The other two people in the conference are held.


To resume a held conference call:

  • From Lines or Calls view, press Resume.


Ending Conference Calls

To end a conference, and your connection to the other people, press End Call. By default, when you press End Call, the other two people remain connected. However, your system administrator may have set up your phone so that all connections end.

To end a conference call:

  • From Lines or Calls view, press End Call.


The conference call ends. By default, the other two people remain connected.

Splitting Conference Calls into Two Held Calls

When you split a conference, you end the conference and place the other two people on hold. You can split an active or held conference call.

To split a conference call:

  • From Lines or Calls view, press Split.


The conference call ends. By default, the other two people are held.

Managing Conference Call Participants

If you’re able to manage the people in a conference call, you can:

  • Mute a participant.
  • Hold a participant.
  • Remove a participant from the conference.
  • List information about a participant, such as the participant’s name, number, and call details—such as whether the call is muted, held, or is video-enabled.

To manage a person in a conference call:

  • Set up an active conference call.
  • From Active Call, Lines, or Calls view, press Manage. If you’re in Calls view, be sure to highlight the conference first.
  • Use the up and down arrow keys to highlight the person you want to manage.
  • Do one of the following:


  • Press Far Mute to mute the person. The muted person can hear everyone, but no one
    can hear the muted person.
  • Press Hold to hold the person. The held person can’t hear anyone, and no one can
    hear the held person.
  • Press Remove to remove the person from the conference, end the conference call, and
    create an active call between you and the person still in the call.
  • Press Info to view information about the person and their call status. When you press
    Info, a popup displays listing the person’s information. You can
    navigate through the popup using the up and down arrow keys.
  • Press Back to exit the conference management function.


Do you record your business calls ?

If you have a cloud hosted VoIP telephone system then call recording should be an easy , low cost , high value option for your business.

But why record calls ?

  • For staff training and assessment – check how staff are dealing with your clients and suppliers on the phone and train to improve
  • For communications clarity and dispute resolution – a recording takes away any argument as to what was said , for example when an order was placed , and if there is a dispute with a client or supplier a recording can be crucial in resolving the issue
  • For compliance – for some industries recording calls is a compliance requirement

What to look for ?

  • Where are the call recording being stored
  • How long are they being stored for ?
  • Can they be downloaded ?
  • How easy are they to retrieve on a “self service” basis ?
  • Are there options for recording all or just some calls ?

Decent cloud hosted VoIP telephony can do much more for your business than just make telephone calls

#internettelephony #voip #cloudtelephony #callrecording