call center

Call Center PBX: An Enhanced Software

Written by Laura Espinosa on . Posted in Call Center PBX, gloCOM, PBX System

call center pbx

I recently stumbled upon an article claiming that PBX phone systems cannot replace call center software. My initial reaction was to scoff and dismiss it, but the article kept coming back to me as a response formed in my mind.

Rather than replying: “Yes, PBX can replace call center software”, I began to wonder why it has to be a question of one or the other – is it necessarily a replacement?

A PBX phone system that is dedicated to call centers is essentially enhanced call center software. Not a replacement, per se, but an improvement.

The aforementioned article challenged PBX phone systems on the basis that they do not offer the following features: Advanced routing, Call queueing, Live call monitoring, and Live reporting. The article further criticized PBX systems as less scalable than traditional call center software. Let’s go through these allegedly absent features one-by-one…

1. Advanced routing

Call centers are, by definition, dedicated to call management, so advanced call routing is essential. Call Center PBX solutions like PBXware offer skills-based routing, Interactive Voice Response (IVR), and Automated Call Distribution (ACD). Our skills-based routing supports the following criteria: skill level, training level, performance, availability, call priority, and queue load. Additionally, should a call need to be manually transferred, gloCOM shows the real-time status of other agents and supports instant drag-and-drop transfers to whoever is available.

2. Call queueing

Queues are, without a doubt, indispensable in any busy call center. PBXware supports not only unlimited queues and optional callback, but also real-time queue monitoring and statistics. Live wallboards with real-time queue stats enable call center agents to monitor and keep up with call traffic. Queue reports enable supervisors to achieve better customer service by forecasting call volumes, calculating agent requirements, and comparing results with expectations.

3. Live call monitoring

Constant call monitoring ensures optimum customer service quality and satisfaction. PBXware supports real-time agent monitoring and barging. Supervisors can drop in on calls unannounced and unnoticed to verify that call quality standards are being met. Alternatively, they could jump on a call to provide input or assistance without ever placing the caller on hold or transferring them. Call center agents perform more consistently when they know that a supervisor could be listening in at any moment.

4. Live reporting

Real-time reporting of call center statistics inspires agents to perform better and keeps supervisors informed on progress. PBXware gives data on queue statistics, call detail records (CDR), actions logs, and system CLI messages. Many call centers put these stats on wallboards so that progress is at the center of attention throughout the day. Detailed reports can also be run after the fact and delivered at a specified interval.

5. Scalability

One of our primary goals at Bicom Systems is to enable partners to grow. Your success is our success and we have helped entrepreneurs start from the ground up as well as large corporations expand even beyond what the knew they could. PBXware is highly flexible and can scale both up and down fluidly. Bicom Systems is committed to giving you a solution as small or large as you need to get started. We are confident you will grow, so we are happy to start slow and grow with you.

Call Center PBX solutions do not need to be an alternative to call center software, but an enhancement of the traditional software. PBXware Call Center PBX is a powerhouse under-the-hood with all of the features and technologies that busy call centers need, but wrapped up in a simple and user-friendly interface.

Learn more about our Call Center PBX solution on our website.


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telecom sales

How to Win More Telecom Sales

Written by Stephen Wingfield on . Posted in gloCOM, IP Phone, PBX System, PBXware, Phone Company, SERVERware, TELCOware, Telephone Systems, Unified Communications, VoIP

telecom sales

You step into the car dealership and look around at all of your options. Red convertibles, little sports cars, all-terrain trucks. In your mind, you’re already flying down the highway, the breeze in your hair, music pouring from the car’s speakers, when the salesperson interrupts your thoughts with his mundane descriptions of the type of rubber in the car’s tires and the new fuel injection system.

When customers buy a car, they want to know how it’s going to feel driving it, not all the little mechanical details. The same idea applies to Unified Communication sales. At Bicom Systems, we’ve learned that in order to win more customers, you must give them an experience, a feeling, not just a description of each component of a phone system.

Start by getting to know your potential customers. Understand their visions, their plans for the future. Ask them about their current expenses and problems and get them to look forward two or three years and tell you what they’d like to change. Get into the mind of the customer.

The next step is to shift the customer’s focus away from the phone system to the bigger picture. Don’t describe the features, describe how those features will change their lives. How they’ll be saving time and energy. How they’ll be making sales left and right. How the system practically runs itself. Bicom Systems products piece together to create a seamless system for customers. We tell customers that our PBXware, TELCOware, and SERVERware combination will free up their time to win more sales while the technical operations go on in the background.

Finally, don’t forget to include a number of applications. Potential customers can find “good phone systems” among your competition. But if you have a “good phone system” with additional applications to make life easier for the customer, that will set you apart from the crowd. Even the most simple application can make all the difference if it is incredibly useful. Bicom Systems offers gloCOM, our Unified Communications desktop and mobile app, as the icing on the cake. gloCOM and our other applications speed up otherwise laborious tasks and give our clients that extra push that they need to sign on.

In short, don’t get lost in the competition by just offering a phone system. Or even a good phone system. Stand out from the rest by offering a lifestyle.

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What is the Difference Between a Session Border Controller and a SIP Proxy?

Written by Stephen Wingfield on . Posted in PBX System, Support

session border controller

We often find that our customers have a misconception of Session Border Controllers (SBC). Customers that request a SBC often times need a SIP Proxy rather than a true Session Border Controller.

In general, people think of SBCs as a proxy that can be used for routing, security, and other types of network administration. Customers seeking some sort of routing administration – Least Cost Routing, for example – will request an SBC, thinking that is the solution to their need.

However, an SBC is actually a back-to-back user agent SIP application with a wide variety of other uses such as policy-based access control, transcoding, topology concealment, call accounting, QoS, and call quality statistics.

On the other hand, a SIP Proxy is an IP PBX component used for call functions such as routing. A SIP proxy will send SIP requests to the appropriate destination and return a response. SIP Proxies may also be used for registration, authorization, security, network control, and other call functions.

Download our SIP Proxy PDF to learn more. Or For a more detailed and technical explanation, visit

This post was featured here.

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voip ippbx


Written by Laura Espinosa on . Posted in IPPBX, PBX, PBX System, VoIP


VoIP and IP PBX are terms that we use all the time, but despite similarities, they are not interchangeable. VoIP has evolved to be a very broad term covering a whole range of technologies, while IP PBX is more specific.

VoIP – Voice over Internet Protocol – describes any telephony system that uses Internet rather than PSTN. The term is used for many types of modern telephony that have replaced legacy systems.

IP PBX – Internet Protocol Private Branch Exchange – is a specific type of telephony system that switches calls between an internal data network and external networks.

IP PBX is a type of VoIP system.

To learn more, visit our products page or contact us today.


More posts like this one:

  • On-Premise vs. Cloud IP PBX Systems

  • What is a PBX System?


VoIP Integration

Written by Laura Espinosa on . Posted in Cloud, gloCOM, PBX System, PBXware, SERVERware, TELCOware, Unified Communications, VoIP

voip integration

Regardless of how many times we write about the benefits of VoIP, it is always worth pointing out more. VoIP is a game-changer for almost all types of companies and organizations, but only if you recognize its benefits and use it to its full potential.

One such benefit of VoIP, particularly cloud-based VoIP, is integration. The first step to Unified Communications, VoIP can integrate with many or all of your other applications.

Seamless integration saves on time and money and boosts productivity and efficiency. Everyone from the smallest business to the largest enterprise can benefit from a more cohesive and synergistic solution.

Bicom Systems VoIP products are built to integrate natively. PBXware for telephony, TELCOware for provisioning, and SERVERware as a foundation work together seamlessly, especially when tied together by gloCOM, our desktop and mobile communicator app. Learn more on our website.


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  • 5 VoIP Features for Business Efficiency

  • 5 Ways Hosted VoIP Supports Collaboration


PBX for Small Business

Written by Laura Espinosa on . Posted in Business PBX, Hosted PBX, PBX System

business pbx

One of my favorite things about modern communications technology is the way it levels the playing field.

In the past, small businesses had a constant disadvantage against large organizations or enterprises. But with technology like VoIP PBX and Cloud PBX, this is no longer true. Small businesses can access many of the same features and values despite having fewer resources.

Hosted PBX is low-budget, easy-to-use, and scalable – all things that small businesses can appreciate.

Small businesses with a Cloud PBX can serve customers as if they were a large enterprise, opening the path for growth.

Speaking of growth, it is easy with Hosted PBX. Scalability allows small businesses to start with what they have and grow fluidly.

Learn more about PBXware Business PBX or contact an Account Manager today!

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  • 5 VoIP Features for Business Efficiency

  • On-Premise vs. Cloud IP PBX Systems

on premise pbx

5 Reasons to Choose On-Premise PBX

Written by Laura Espinosa on . Posted in Hosted PBX, IP Phone, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers, VoIP Software

on-premise pbx

We discussed some of the benefits of a Cloud PBX System in a previous blog post, so today we’ll discuss the benefits of choosing an On-Premise PBX system.


Traditionally, phone systems have always been purchased and owned. If this precedent has worked well for your business, there is no reason to change now. Owning an on-premise system gives control and peace-of-mind to the company. It is one more company asset that cannot be changed or taken away.


Along the same lines as ownership, an onsite pbx system puts the control into the hands of the company. The in-house IT team can manage and customize the solution to fit current needs and even specific users. With all of the new features offered by VoIP, it only makes sense to have the control to use and change them as you wish.


While some companies will shy away from the larger up-front cost of an on-premise system, others will appreciate making a one-time investment. Unlike hosted systems, on-premise will not require monthly rent or other fees. On-Premise VoIP is less expensive than Legacy because it is software, rather than hardware, based.


If you already have a good relationship with your providers there is no reason to change now. Your provider already has experience and knowledge of your company, users, and communication patterns. An onsite PBX solution allows you to stay with the same provider rather than start from scratch with a new vendor.


Companies switching from legacy to VoIP likely already have an experienced IT team in place. An on-premise system allows them to continue their current duties and carry the company through the transition to VoIP. Entrusting the new system to the current IT team will ensure a smooth transition.

In conclusion, there are many benefits to choosing an On-Premise Based PBX system. However there is a caveat; VoIP systems are inherently more complicated than legacy systems. They come with the advantage of an interface GUI to deal with this; however, the core skills to manage the network remain critical. The provider of your legacy system may not be familiar with these skills.

There are benefits to both On-Premise and Hosted systems depending on the needs of your company. To learn more, read 5 Reasons to Deploy a On-Premise Based VoIP System from Ziff Davis.

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How To Grow Your Telecom with Multi-Tenant PBX

Written by Laura Espinosa on . Posted in Multi-Tenant PBX, PBX System, PBXware


The key to growth for any telecom or ITSP is a scalable platform. Of course there are other important strategies and steps to growth, but without a scalable PBX platform growth will be impossible.

Bicom Systems designed Multi-Tenant PBX as a scalable solution for telecoms that want to grow. With unlimited resellers, extensions, and tenants you can start as small or large as you want and scale up or down with the click of a button.

In addition to being highly scalable, Multi-Tenant PBX alleviates much of the workload, giving you more time to focus on sales and growth.

Get started today by visiting our Multi-Tenant PBX page or signing up for a free account manager!

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call center

6 Guidelines to Choosing Call Center Software

Written by Laura Espinosa on . Posted in Call Center PBX, PBX System, PBXware, Phone Systems

call center software

1. Feature Set – The first and most obvious consideration is the feature set. Start by making a list of the non-negotiable features that your call center needs. Particularly useful features include predictive dialing, click-to-call, IVR, ACD, skills-based routing, etc. Do not settle for an option that does not have all of the features you require.

2. Integration – Call Center PBX software that can integrate with your other platforms, like your CRM, will increase ease-of-use and productivity. Better yet, a complete call center solution will come with all of the pieces already integrated into one package.

3. Scalability – One of the most important considerations is scalability. Once you finally select and implement call center software, the last thing you want to do is upgrade after a few years of successful growth and expansion. A great call center software will be highly flexible and able to grow with your company.

4. Reporting – The heart of any call center is, of course, the phone calls. So effective tracking and reporting are an essential part of call center software. Look for a solution with real-time reporting, administrator tracking, and CDR.

5. Customer Service – Any telephony solution is only as good as its customer service. This includes not only troubleshooting, but also the initial implementation process and training. Choose a company that backs its call center software with consistent quality customer support.

6. Pricing – While price should not be your primary consideration, your call center software should certainly fit within your budget. Pay attention to both up-front costs as well as maintenance and support costs that will come later on. Above all, look for a call center software provider that offers a free trial to test compatibility before making an investment.

Follow the above guidelines and you will be well on your way to choosing call center software. Get started by checking out our PBXware Call Center software.

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ip pbx

On-Premise vs. Cloud IP PBX Systems

Written by Laura Espinosa on . Posted in Cloud Services, Hosted PBX, IP Phone, IPPBX, PBX, PBX System, PBXware

cloud ip pbx

Last month we learned what exactly “PBX System” means and some of the different deployment options. The two most common options – and hardest to choose between – are on-premise IP PBX and hosted or cloud IP PBX.

On-premise solutions are owned and managed by the user. The physical IP PBX is stored on-site and all of the technology is set-up and maintained in-house.

Hosted or cloud solutions are rented out by a service provider for a monthly fee that covers service, maintenance, and upgrades. The user needs only IP Phones that connect to the cloud PBX system via Internet.

Both are good options depending on the size and type of your business.

Let’s look at the benefits of each system:

On-Premise IP PBX System

  • No monthly fee

  • More control over the solution

  • Long-term investment

  • No reliance on a service provider

  • Can integrate with other solutions

  • May have more features

Hosted or Cloud IP PBX System

  • Low or no up-front costs

  • No additional maintenance or upgrade costs

  • More flexible and scalable

  • No need for IT expertise or personnel

  • Less employee training needed

  • Advances in technology will come in automatic upgrades

Clearly both systems have benefits and drawbacks. In general, hosted deployments are better for SMBs, organizations limited by budget, or companies expecting to grow in the future. On-premise systems make sense for very large companies that are prepared to own and support their own PBX.

PBXware is an example of a hosted IP PBX solution. Learn more on our website.

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How to Upgrade from FreePBX

Written by Laura Espinosa on . Posted in FreePBX, Multi-Tenant PBX, PBX, PBX System, PBXware


A variation on the non-fairy tale we wrote about last week, we recently spoke with a business-owner that struggled with FreePBX for a year before throwing in the towel. Costs were through the roof, far too much of the work and configuration was falling on his shoulders, and support was all but non-existent.

In the process of shutting down his business, he was about to give up entirely when he realized that maybe a different PBX system would make all the difference. Perhaps an effective GUI and supportive provider would free him up to continue taking his business forward.

Research led him to Bicom Systems and PBXware.

Multi-Tenant PBX was designed specifically for entrepreneurs like him. With a simple yet comprehensive interface and vast features, our PBX system enhances business rather than restricting it. Best of all, our platform is scalable and flexible – it grows with you.

To upgrade from FreePBX or any other PBX system, contact us today or visit the PBXware page to learn more.

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5 Reasons to Choose Bicom Systems

Written by Laura Espinosa on . Posted in gloCOM GO, PBX System, Softphone, TELCOware, Unified Communications, VoIP

benefits of bicom

At the risk of ‘tooting our own horn’, we jotted down some recent comments made by partners that chose Bicom Systems over our competitors. We hope these will help other telecoms stuck in the decision-making process.

1. Integrated Billing Software

A key part of our unified communications suite is TELCOware, our provisioning platform. Our partners report that no one else integrates billing into their telephony platform despite the clear benefits. This frees users from doing complicated billing procedures themselves or hiring a third party. Learn more about our Billing Software.

2. Simple, Effective Interface

Over the years we have seen many partners express relief when first viewing our simple, yet effective PBX interface. Our GUI is user-friendly and lets you focus your time and concentration on what matters most to you. Best of all, we work to improve the interface in each new release.

3. Mobile App

While most of our competitors do now offer VoIP mobile applications, we hear that none compare to gloCOM GO. And it is no surprise after the weeks and months dedicated to perfecting the application that ties together all of our other unified communications products. Learn more about our Mobile VoIP App.

4. More features

Our PBX feature-set has been carefully developed to give our partners the highest value possible. We have listened to customer requests and attempted to provide features both for their internal use and for the development of a higher valued end product.

5. Affordability

One of the complaints we get the most is our lack of pricing on our website, but those that take the time to speak with an Account Manager find our pricing structure more than satisfying. Unlike competitors with set-in-stone prices, we work on an individual basis to create a solution that matches the needs and budget of each partner.

If you are trying to choose a PBX system we’d love to chat with you. Contact us now or browse our products.

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Are All Prospects Worth the Sales Pitch?

Written by Laura Espinosa on . Posted in gloCOM, Marketing, Multi-Tenant PBX, PBX, PBX System, PBXware, Softphone, Unified Communications

sales pitch

The short answer: Yes.

Anyone in telecom sales knows the importance of prioritizing leads and allocating your time wisely. Of course there will always be prospects that are clearly worth extra attention and time. But no prospect should be ignored if you are still interested in growing.

The reasons are obvious: you never know who will surprise you, ignoring a lead may hurt your brand image, etc. But we have a prime example of the value of every lead.

A few days ago we were contacted by a company that wanted our gloCOM unified communications softphone app. They already had an Asterisk-based PBX system and were not interested in making any changes. They just needed that one last piece to tie the whole solution together.

Rather than writing them off as satisfied with another provider, the assigned Account Manager started a conversation to see where it went. In just 15 minutes the contact had become interested in our philosophy of “all the pieces” and signed-up to test Multi-Tenant PBX.

Moral of the story: Even a prospect that is 100% satisfied with their current provider can be swayed with even a short, open conversation.

So the answer is yes, ALL prospects are worth the sales pitch.

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Take Back Your Time With Multi-Tenant PBX

Written by Laura Espinosa on . Posted in FreePBX, IPPBX, Multi-Tenant PBX, PBX, PBX System, PBXware

multi-tenant pbx

Once upon a time, a telecom start-up chose the least expensive PBX system and began to build. As the hard work began to pay off, the telecom grew while the PBX system stayed the same. Each new sale was progressively less exciting because of the time and effort it would take to purchase and host a dedicated solution.

Far from a fairy tale ending, we have heard this story time and again. That is exactly why we created the Multi-Tenant edition of PBXware

With unlimited users, Multi-Tenant PBX takes away the busy work and gives you back your time. Unlike competing solutions – specifically FreePBX has been brought to our attention repeatedly lately – Multi-Tenant is 100% scalable and flexible. Growing up (or down) is as easy as the click of a button. 

Upgrade today to reclaim your time and start getting excited about each sale again! Learn more on our Multi-Tenant page.

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pbx system

What is a PBX System?

Written by Laura Espinosa on . Posted in Hosted PBX, IPPBX, PBX, PBX System, PBXware, Virtual PBX, VoIP, VoIP Phone System


PBX System (Private Branch Exchange System) is a telephony solution that connects internal users to one another and to an outside PSTN telephone line. PBXs are used within organizations or enterprises to simplify communications and lessen costs.

As with all technology, PBX systems have evolved with new trends. IP PBX uses Internet Protocol or VoIP technology to make PBX systems more feature-rich, scalable, and affordable.

PBX systems are available in two different delivery formats: on-premise or hosted/cloud. This gives us several combination options:

  • On-Premise PBX

  • Hosted PBX

  • On-Premise IP PBX

  • Hosted IP PBX

  • Hybrid PBX

  • Hybrid IP PBX

We will explore the differences between some of these PBX solutions in our next post: On-Premise vs Cloud IP PBX Systems.

In the meantime, visit our website to learn about a real IP PBX System or read some of our related posts:


Thirdlane vs PBXware, Part 1 : Limitations

Written by Stephen Wingfield on . Posted in Competitors, IP Phone, IP Telephony, ITSP, Multi-Tenant PBX, PBX System, PBXware, Phone Systems, Thirdlane


It is always with caution that one should speak of competitors and their products when clearly they are better able to do so themselves. All the more so with Thirdlane, given how respectfully Alex Epshteyn at Thirdlane has always spoken of PBXware.

I am often asked why to choose PBXware over Thirdlane and it seems only right to write.

Curious about this question is the clear circumstances in which it is asked. These can be described in three categories:

  1. Existing users of Thirdlane’s Multi-Tenant PBX who have had reason to look further.

  2. New Providers looking to start a business line with very little resource

  3. Well established businesses – either ITSPs, VARs or Long Established Sellers of Phone Systems

For the first group, Thirdlane customers have dial tone. However, their ITSP is now so busied with the running of the business that the cost of maintaining the system takes on greater importance.


It is very noticeable how few subscribers the pain threshold seems to bite. So often, fewer than 100 subscribers – a handful of customers. These, still quite new, Service Providers are also considering how to automate the monthly invoice run and, ideally, the provisioning of services.

A customer wants a Queue, a Conference, an IVR… Surely this should take no more effort than checking boxes to solve everything from the feature’s creation to the monthly invoice going out, right?

There also are issues of support. Again the sheer stress that happens once ‘real customers’ come on board and previously naive dreams are exposed. Answers need to be found immediately both to ‘how do I do x, y, z?’ questions and, less often, bugs or critical failings.

Increasingly the need for integration to the desktop is a make or break to getting End User businesses.  Whether in the form of onsite systems from the Traditional Vendors or the large Internet Telephony Service Providers often using Broadsoft platforms, the market at large expects standard offerings to have presence, chat and more at the finger tips. Mobility is next.

What has also been learned by bitter experience is problems that may be caused by trying to piece-on a third-party software just because you don’t have it yourself. This could be an Operator Panel, for example, that can be strung through the Asterisk Manager. There’s no choice, you have to do it. The customer is screaming at you. So you spend an hour to download it, install it, try it yourself, and another hour to read the manual. You repeat that with the customer. Next day, the customer wants something that is missing … it is crashing … whatever happened to your sales plan that week?


For some though, there is the matter of scalability. To simply ‘add another server’ and ‘stick on another few hundred customers’ is not enough. All the customers need to be brought together in a single interface to be found easily and redundancy needs to be in clusters often with the options of dual location.

Stay tuned for Thirdlane vs PBXware, Part 2: Cost of Entry and check out these other posts in the meantime:

If you found this useful or can add, please feel free to post and of course visit our whitepaper on How to Start an ITSP or watch the video below.


5 Benefits of Hosted VoIP

Written by Laura Espinosa on . Posted in Hosted PBX, PBX System, PBXware, VoIP Software


An increasing number of telecoms are choosing Hosted over On-Premise VoIP because of the undeniable benefits to business. While on-site and hybrid deployments have their place, VoIP-News points out that hosted has a lot to offer to small and medium telecoms that could benefit from the following:

1. Hosted VoIP Saves You Money – Aside from a lower monthly cost, the provider will take care of updates and maintenance so you will not have those extra costs or a need for additional IT staff.

2. Hosted VoIP Lets You Grow – The flexibility of a hosted solution will let your business grow bit-by-bit as needed without radical changes or hefty costs.

3. Hosted VoIP Gives You Peace of Mind – The responsibility for continuity lies with the provider. Disaster recovery will be easier thanks to the cloud.

4. Hosted VoIP Frees Up Your Time – In addition to peace of mind and lower costs, the provider assuming responsibility means more time for you.

5. Hosted VoIP Fits Your Business – A very flexible solution, hosted VoIP will work for you regardless of location, size, number of offices, etc.

Bicom Systems has a Hosted VoIP solution for your telecom with the above benefits and more – contact us today to learn more!


Paying Too Much for Call Center Software that Doesn’t Even Give You Results?

Written by Kevin Langford on . Posted in Call Center PBX, gloCOM, Hosted PBX, IP Phone, PBX System, PBXware, Phone Company, Phone Systems, Softphone, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software

call center software

Support and maintenance cost you an arm and a leg. Your call center software operates like something straight out of The Flintstones. You’re itching to handle more calls and grow, but old software is holding you back. Worst of all, you’re losing calls and customers for a lack of ‘cool new features’.

We’ve heard the story over and over again… It’s time for a change! Forget the Flintstones – let’s become Jetsons!

Bicom Systems helps call centers update their software and take the first steps toward higher call volumes and growth. We cut the support and maintenance costs so you can focus your budget on what really matters – powerful and feature-rich software that opens the door to unlimited growth. With a variety of hosted and rented options, there is no need for large up-front investments or mortgages. Growth doesn’t have to be expensive anymore!

The best part? Fun and cool features. From Call Detail Records to Customizable Queues to IVR, your new features make it possible to efficiently handle a much higher volume of calls. gloCOM, the most advanced softphone on the market, brings the latest in Unified Communications to desktop and mobile devices. gloCOM will give your angets all of the tools they need for effective call handling, including click-to-call, instant messaging, drag-and-drop conferencing, call records, file and screen share, faxing, voicemail, and more!

What are you waiting for? Leave Bedrock behind and give us a call today!


Custom Work: Remote VoIP PBX

Written by Laura Espinosa on . Posted in Custom Work, PBX System, VoIP

remote voip ip pbx

Need to use your VoIP PBX remotely? We made it possible in a customized solution.

By linking the tenant and the remote IP PBX in a single dial plan, the user has remote IP PBX functionality similar to DUNDi. The administrator would need to setup routing, including which extensions are on Multi-Tenant and which are on the remote VoIP PBX.


A Visit from LanDynamix from South Africa

Written by Laura Espinosa on . Posted in Partners, PBX System, PBXware, Support

We had a great visit from the LanDynamix Team from South Africa at our office in Bosnia last month.

LanDynamix provides Information and Communications Technology services to growing businesses in South Africa. After partnering with Bicom Systems to use PBXware, the LanDynamix Team made the trip to Bosnia for training.

Peter Clarke, founder of LanDynamix, had the following to say on their visit:

Everything was excellent, the team really looked after us well, Davor specifically made sure we had everything we needed.

The training was just what we wanted, we really get everything and more out of it. 

Being able to sit with Sergej and dig deep into the system and analyse issues/questions live was really helpful. The rest of the team were excellent as well. The time with Denis was also very beneficial to ourselves as well, we showed him what we needed and what we had from the Broadsoft platform and I hope it helps him to develop the new console. It was also really nice to meet the support team, it’s nice to have met the guys we deal with on a regular basis.

It was probably one of the best trips I have had and definitely the most productive business trip we have ever taken, it exceeded all expectations.

Are you interested in doing the same? Contact us today!


Dissatisfied IPsmarx Customer

Written by Stephen Wingfield on . Posted in Competitors, IPsmarx, PBX System

We received the following from an IPsmarx customer recently and thought it may be of interest to others:

“We are a small calling card company based in Mexico and currently using IPSmarx. Ever since we started using them, we have had ongoing issues with them and when we decided to start selling IPPBX solutions, the things just got worst.

After we installed the IPBPX, a project, which by the way was a nightmare, we started noticing some strange things in our traffic.

All of a sudden, our numbers started to go up, not by much but little by little. Obviously, I was really pleased about it first but then when the sales weren’t going up the same speed, I got little worried and started to investigate it little more. Need to mention that we had a pilot project for IPBPX ready so all we needed to install and start invoicing them.

I noticed that there were many calls through our IPBPX testing accounts and when started asking around, no one seemed to recognize those calls. And in top of that they were to strange destination like Russia and Somalia.

Anyway, I took several weeks to understand that our system had been hacked and someone was passing traffic through the IPBPX we had installed.

We contacted IPSmarx but they are not supporting the version we are using so nothing could be done there. We also contacted the person who kindly has been helping us with the earlier problems without IPSmarx’s authorization but seems like she is not working there anymore.

Obviously we had to put our IPPBX project on hold, can’t really sell  a product with security issues.

I started to google and I found lot of similar cases and I noticed your blog and your writings and just decided to get in touch to if the is something you could do to help us.

Mind you, we’ve spend quite a lot in our platform and really haven’t got much left but any help is welcome.”


Custom Work: Call Shops

Written by Laura Espinosa on . Posted in IP Phone, PBX System, Phone Systems, Telephone Systems, VoIP, VoIP Phone, VoIP Phone System

call shops

Given the popularity of call shops around the world, it was only a matter of time until we created a custom solution for call shop functionality.

This solution was developed for Apio Technologies in Colombia to allow functionality with Call Shop booths, operators, receipt printing, API, and more.

Our Call Shop multi-tenant custom work can be duplicated anywhere around the world with a VoIP PBX telephone system.

Read more in our Apio Technologies Case Study.


Custom Work: PIN-Based Dialing

Written by Laura Espinosa on . Posted in Custom Work, IP Phone, IP Telephony, PBX System, Phone Systems, Telephone Systems, VoIP, VoIP Phone, VoIP Phone System

telephony security

Companies today report that security is one of their top concerns. One of the many ways we’re able to help protect you is by preventing unauthorized calling.

With this custom solution, once a handset is picked up, the telephone will automatically dial the access code and ask the user for the extension/PIN combination.

After the call is done, the user extension will be billed.

Security is important to any VoIP PBX telephone system. Contact your Account Manager today!


How Bicom Systems uses Asterisk Manager

Written by Laura Espinosa on . Posted in Asterisk, PBX System, PBXware, Softphone, Support

We sometimes hear that our customers are using Asterisk Manager and always advise against it. Among other things, Asterisk Manager is not scalable.

Bicom Systems recommends using our own PBXware Proxy for a few reasons…

  • PBXware Proxy stores the Asterisk state in memcached in real time, so there is no need to ‘ask’ Asterisk anything when a client connects

  • Licensing can be done in PBXware Proxy

  • gloCOM depends on PBXware Proxy for many of its features

  • PBXware Proxy provides FULL PBX access

  • Multi-Tenancy

Learn more by visiting our website today!


Bash CVE-2014-6271, CVE-2014-7169 vulnerability

Written by Laura Espinosa on . Posted in PBX System, Support

Dear customers,

We are aware of a security issue with Bash, which is distributed as the default shell for the operating systems like Linux, which PBXware is based on.

PBXware, SERVERware and TELCOware are affected by this bug, but only in the Setup Wizard, and only if malicious users already have your servers ‘root’ credentials.

If users are not authenticated as root in Setup Wizard, the system is not vulnerable (as no shell is executed at that point).

However small this potential vulnerability is in our case, we did not want to take any chances so we already created the patch.

To patch your PBXware Setup Wizard:


cd /opt/httpd/bin

mv mini_httpd /root/mini_httpd.bak


chmod +x mini_httpd


To patch your PBXware 38x:

cd /opt/pbxware/pw/bin/

mv bash /root/old.bash


chmod +x bash

For older version we include the proper links at the end.

To patch your SERVERware 1.7.3.r15 or Newer:

To apply Setup Wizard security patch to your SERVERware 1.8 or 1.7 r15 and later,

login to your SERVERware Controller GUI and navigate to System ->

Updates and use your root username and password to authenticate.

When updates screen is displayed, select checboxes U and R next to Setup Wizard only, and press Start button.

After update is complete you can close your browser window.

To patch your SERVERware Controller (Only) 1.7.2x or Earlier Manually


user: serverware

pass: update




## Earlier PBXware Version Available

Download link for mini_httpd:

Download link for bash in chroot environment:


Custom Work: Agent BLF

Written by Laura Espinosa on . Posted in Call Center PBX, Custom Work, PBX System, Phone Systems, Softphone, Telephone Systems, Unified Communications

call center

Presence is one of the most popular advantages of Unified Communications and, more specifically, gloCOM. The ability to check the status of employees or coworkers in real-time is invaluable to productivity and collaboration for call centers or other businesses.

But if it’s not working correctly, what’s the point?

We created a custom solution that lets agents check and make sure presence is working on the telephone system correctly.

We give a BLF button to all users, allowing them to see if they are logged in or not and to log in or out with just a quick press of the button.

This is particularly useful for large enterprises or call centers that have many users online at any given time.


Custom Work: Special Routes

Written by Laura Espinosa on . Posted in Custom Work, PBX System

special routes

Do you ever wish you could call numbers from your IP PBX in non-E164 format? Well now you can!

For example, without this custom solution, typing a short code like 1517 for a local taxi service would go to the SIP provider rather than out through the PSTN line. This solution fixes that so special routes are allowed.


Is SIPWISE really this easy to hack?

Written by Stephen Wingfield on . Posted in Competitors, IP Phone, PBX System, Phone Systems

Prospect just wrote me, “We are looking to setup a SIP Trunk in two locations in the US for customers running our PBX. We have trunk interop finished with two phone carriers – was running SIPWise but was hacked.”

Anyone out there know if SIPWISE is really this easy to hack?

Guess they have nothing like sipPROT to keep the gremlins at bay.


2014 State of Unified Communications – Part 3

Written by Laura Espinosa on . Posted in gloCOM, IP Telephony, PBX System, Softphone, Unified Communications, Virtual PBX

uc market

In our first and second posts in this series on the 2014 State of Unified Communications we discussed the overall growth of the market, premise vs cloud deployments, collaboration, and what users are looking for in Unified Communications.

We’ll start off our final post talking about what IT Teams need to do in Unified Communications…

With the growth of the Unified Communications market in 2014, IT teams have more pressure than ever to develop and maintain an excellent solution.

IT Teams must acquaint themselves with the vendors on the market. Aside from all of the large business providers, consumer and cloud providers are gaining traction and represent real competition in the world of Unified Communications.

They must also recognize that Unified Communications are an essential part of telephony today. The market is growing and the competition has already adopted Unified Communications.


After hearing those statistics and expectations for the Unified Communications market in the year to come, are you ready to start or expand your UC development? If so, follow these guidelines for a smooth transition:

  1. Target the deployment, at least at first. Provide UC to only those users that will most benefit to begin a slow transition.

  2. Evaluate all of your PBX options. You may not have to upgrade your PBX equipment. Unified Communications is more about virtual features and capabilities than equipment.

  3. Seek a vendor with plans for federation. As the world of telephony moves to 100% Unified Communications it will be important to connect with suppliers and business partners that have different systems.

  4. Do not minimize the importance of voice. While Unified Communications has many benefits to offer, voice continues to be the most fundamental service. Ensure that the new solution will allow maximum quality voice features within your company.

  5. Take full advantage of training. Less important is how to actually use Unified Communications – that tends to be self-explanatory; but teach users the value and benefits of using those features in order to get the most out of the system.

  6. Market your UC solution to its full extent. Unified Communications has so much to offer – show users and potential clients why it is so indispensable. From increased efficiency, to reduced cost, to employee productivity, UC practically markets itself with a little effort.

Not sure where to start? Bicom Systems Account Managers would be happy to talk to you. Contact us at, browse our products, or watch our gloCOM Unified Communications app video:

In summary, the world of Unified Communications has made vast improvement in the past year, but there are still several areas that could use some work for the remainder of 2014.

Want to keep reading? Download the full report from Information Week

What are your thoughts on how the Unified Communications Market is going? We’d love to hear your thoughts in the comments below!

call center

Call Center Motivation

Written by Laura Espinosa on . Posted in Call Center PBX, PBX System, Support

call center motivation

MOTIVATION is essential for Call Center workers whose work is typically monotonous and done individually. The nature of Call Center work lends itself to decreased performance and a high turn-over rate. But a good motivator in the office can make all the difference and improve customer service, attendance, and staff retention.

Motivation is simply and easy if you keep some key factors in mind:


The Rounded Approach involves three key points to consider when motivating a team:

  1. Goal: You must define a clear goal of what needs to be done.

  2. Capability: Ensure that your team is able to complete that goal.

  3. Incentive: Offer a reward (or consequence) that your team responds to.


Clinical Psychologist Frederek Herzberg established the Hygiene Factors theory for team motivation. In this theory, some factors (known as hygiene factors) only motivate if taken away, while are factors (known as motivators) motivate when provided.

Hygiene Factors:

  • Policy

  • Office Relationships

  • Work Conditions

  • Salary

  • Company Benefits

  • Status

  • Security

  • Personal Life


  • Achivement

  • Recognition

  • Work Accomplishments

  • Responsibility

  • Advancement

Find a way to give those motivators to your employees for a happier and more productive team.


Consequences motivate people to change their behavior and meet the given goals.

Consequences can come in many different forms:

  • Positive – prizes or rewards to reinforce good behavior

  • Negative – discipline or confiscation to punish poor behavior

  • Immediate – today, this month, this quarter

  • Future – next year, next season, down the road

  • Certain – something that will definitely happen when the goal is reached

  • Uncertain – a potential outcome that may or may not happen

The type of consequences that will have the most impact on your team are positive, immediate, and certain. For example, promising (certain) extra vacation days (positive) if the team meets this month’s sales goals (immediate) will motivate the team more than threatening potential (uncertain) pay cuts (negative) if sales do not improve over the coming months (future).

Positive consequences like prizes or rewards do not have to cost money. Other positive motivators can be forms of recognition like certificates or titles.


  1. To be an effective motivator, you yourself must be motivated. A motivated leader will be evident to a team via confidence, passion, and enthusiasm, and will inspire motivation.

  2. Motivation necessitates measurable goals. This does not necessarily mean quantitative goals, but a way to determine whether or not the goal was met.

  3. Remember that motivation does not last indefinitely. It is not a one-time activity that will make its impact and last forever. Motivation must happen on a regular, even daily basis.


Different people are motivated in different ways. Determine where your team members fall on the following chart and work to motivate them in those ways.


  • Towards – Motivation towards something positive (a raise when goal is met)

  • Long-Term – Goals for months or years out (an eventual promotion)

  • Big Chunk – A big goal that is probably long-term (double sales)


  • Away From – Avoid an undesirable action (a pay cut)

  • Short-Term – An immediate consequence or prize (extra day off this month)
  • Small Chunk – Break goals and consequence down (increase sales by 10% to earn a bonus of $100 per week or $3 per sale)

If you follow the above steps you will be on your way to having a motivated team in no time. Want to read more? Visit Training Cheat Sheet – Motivating Teams from Call Centre Helper


Enterprise PBX Market Declines in Q1 2014

Written by Laura Espinosa on . Posted in PBX System, PBXware, Support, Unified Communications

According to Comms Dealer, the global PBX extensions/licenses market has experienced a 9% drop for Quarter 1 of 2014.

Breaking it down even further:

  • The Enterprise market (solutions with over 100 extensions/licenses) fell by 11%

  • The Below 100 market (solutions with less than 100 extensions/licenses fell by 6%.

This decline was caused primarily by the North American market which saw a 17% decline compared to declines ranging from 3% to 10% in other regions.

Potential causes for the drop are:

  • A record-breaking cold winter in North America. MZA Analyst Will Parsons said “Deployments in enterprise may have slowed more significantly due to the frigid North American winter, as US GDP contracted for the first time in three years”.

  • An increase of mobile and multi-tenant alternatives

  • Decreased spending due to the Global Financial Crisis

To read more, visit Enterprise PBX/call control market falls sharply in Q1 2014 from Comms Dealer.


There is NO Such Thing as FREE

Written by Kevin Langford on . Posted in PBX System, PBXware, Support

I’ve been with Bicom for almost two months now and have spoken with a few companies who use FREEPBX and regret it. Granted, it’s “free” at first, but then when you run into the problem of who will help you..

Support is $150 / hour and who knows how long it will take to get your issue fixed.

One thing a good friend of mine who is an HVAC tech says: “Pay me now or pay me later (plus whatever you invested in your first purchase)”.

The costs that people have sunk into set-up / training and 1 year of support issues with FREEPBX is almost as much as our PBXware solution for a small company. Not so free after all, is it?

I would be more than happy to talk with you and show you how PBXware is that much better for your company in terms of both features and support.

Oh yeah, did I mention that our support contracts give you UNLIMITED support tickets?

Do it right the first time! You get what you pay for.


Is Microsoft Lync Taking us back to the 1960s?

Written by Stephen Wingfield on . Posted in gloCOM, IP Phone, IP Telephony, Microsoft, PBX System, Phone Systems, Softphone, Unified Communications, Virtual PBX


PBXware collaborate:

An office phone system of any size usually consists of multiple inbound lines mapped to a larger number of phones sitting on desks and is supposed to meet all telephony needs for the organization.

Lync is undermining that assumption and taking us back to the situation in the 1960s and 70s where organizations operated internal phone systems, ‘PAX’, and an externally facing ‘PBX’.

Because Lync is being introduced via the MS desktop estate, it reaches a market that’s currently poorly served from the PBX and circumvents the traditional voice management and procurement routes.

Out of the box, Lync offers IM, presence, screenshare, internal extension to extension calling, and an audio bridge. Call Recording? Possibly a few other features. Leaving aside the difficulty to install it and get it going compared to many other Unified Communications clients such as our own gloCOM. The missing feature is inbound DDI and outbound calling.

The use case is as follows:

Virtual teams within an organization will use presence and IM and screenshare and a combination of mobile and desktop audio. They’ll make use of the onboard audio conferencing for internal discussions but have to use a traditional audio service and some other to another service if external parties are involved.  This undermines the whole thing as the Lync audio client is now redundant, although landline and mobile are available, as soon as you consider the need for a headset it gets messy.  A user would need 3 headsets.

Apart from the power of Microsoft – why does anybody bother?


Five Reasons to Upgrade from Nortel to PBXware Key System

Written by Laura Espinosa on . Posted in Competitors, Hosted PBX, IP Phone, IP Telephony, Nortel, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software


Are you a customer trying to decide where to go next? Are you faced with more options than ever before and unsure which is the best after leaving Nortel Networks and BCM 50? Have you considered PBXware Key System?

PBXware Key System is the logical next step after Nortel, also known as Nortel Norstar or Meridian Phone Systems, for several reasons…

1. Fast & Easy Set-Up Migrating to a new telephony system is difficult enough without the added-in stress of a lengthy installation and steep learning curve. PBXware Key System boasts the fastest phone system set-up on the market.

2. VoIP Telephony The telephony market has been inundated with VoIP offerings in recent years. With more features, bigger sales, and less costs, most telephony companies have already made the move to VoIP. It is not a passing trend, VoIP is the telephony of the future and of today.

3. Account Managers Bicom Systems PBXware Key System goes above and beyond the features and capabilities you would expect by giving you an experienced Account Manager that is prepared to walk you through the transition and even beyond. Rest assured that your Account Manager will understand your business and ensure you receive the best possible system and support available.

4. Unified Communications PBXware Key System is part of a turnkey Unified Communications system that will make communicating easier, faster, and more efficient for your company. Our software trio and additional desktop and mobile applications give users flexibility and constant connectivity. Simplify your telephony migration by switching to a company that can offer you everything from the same place.

5. Extensive Features One of the most impressive aspects of PBXware Key System is its extensive feature-set. Make this telephony upgrade worth it by increasing employee productivity and efficiency through useful telephony features.

Additional Reading:

Or talk to an experienced Account Manager by emailing


How to Choose a New Provider after Nortel

Written by Laura Espinosa on . Posted in Competitors, Hosted PBX, IP Phone, IP Telephony, Nortel, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers


Are you ready to move on from Nortel and BCM 50 but unsure how to choose a new provider? Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist from Ziff Davis provides five guidelines to keep in mind as you compare providers after leaving Nortel Networks (also known as Nortel Norstar or Meridian Phone Systems):

1. VoIP Pedigree The VoIP market is full of newcomers with offers that will dazzle and impress. Be cautious and look for an experienced company that has a long and positive track record. Read case studies and ask for references.

2. Core Business Most telephony companies have more than once focus; look for a company that is committed to phone systems and that shares your outlook on telephony. Find a company that will innovate and progress but continue offering what you need.

3. Range of Features As you dive into the world of VoIP for the first time do some research on the options and features available. You are going to want to stay with the same telephony provider for a long time, so make sure they have everything you need and want.

4. Customer Base Does the provider usually serve large enterprises? SMBS? Is there niche a specific industry like hospitality, medical, or government? Seek a provider with customers similar to your own company so that they will understand your business needs and obstacles.

5. Viability This is going to be a big move – go with a provider that will be around for many years to come. Ask about the provider’s financial situation and their plan for the next several years. Pay attention to how the company is doing and choose one that appears to be viable in the world of ever-changing technology.

Ready to get started? Talk to one of our experienced Account Managers about upgrading to PBXware today! With a fast & easy setup, PBXware encompasses the most advanced technologies and unified communications features along with an understanding Account Manager to help you with the transition and beyond. Just email us at today!

Additional Reading:

What Happened to Nortel?

How to Move On From Nortel

Five Reasons to Upgrade from Nortel to PBXware KeySystem

Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist by Ziff Davis.

There’s Life After Your Nortel PBX from VoIP News

Or talk to an experienced Account Manager by emailing


How to Move On From Nortel

Written by Laura Espinosa on . Posted in Competitors, Hosted PBX, IP Phone, IP Telephony, Nortel, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System


Nortel (also known as Nortel Norstar or Meridian Phone Systems) customers are facing a crossroads and must begin making decisions about their future. The world of telephony is overwhelming and many leaving Nortel Networks and BCM 50 are unsure which direction to move. The decision is made a little easier by Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist from Ziff Davis.

The whitepaper from Ziff Davis lays out several options and roadmaps and encourages companies to take the initiative to make a decision before their competition gets ahead of them. The move from TDM to VoIP may be intimidating but it is necessary and ultimately beneficial.

Ready to move forward? You have three options:

  1. Stay with Nortel
    If your company is satisfied with its current system and is still reaping the benefits from its initial investment with Nortel, it could stay on board for another year. Avaya will continue supporting Nortel customers until October 2015. However, keep in mind that the competition is beginning to make the move to VoIP and will be leaps and bounds ahead a year from now.

  2. Transition to Avaya
    Avaya promises a seamless move to their VoIP system for current Nortel customers. The move would be relatively painless and your company would not lose its support system along the way. Avaya is big and has a good reputation; making it a viable option for your company. But as long as your company is going through a migration, consider all of your options.

  3. Switch to a new provider
    If you are ready for something completely new, delve into all of the new telephony options on the market today. Perhaps you want the latest technology; maybe you want to switch to a smaller company that will give you more personalized attention; or maybe you want to spend less on telephony – you are sure to find something that meets your needs.

Ready to switch to a new provider but unsure how to choose? Stay tuned for our next post How to Choose a New Provider after Nortel.

Or talk to one of our experienced Account Managers about upgrading to PBXware today! With a fast & easy setup, PBXware encompasses the most advanced technologies and unified communications features along with an understanding Account Manager to help you with the transition and beyond. Just email us at today!

Additional Reading:

What Happened to Nortel?

How to Choose a New Provider after Nortel

Five Reasons to Upgrade from Nortel to PBXware KeySystem

Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist by Ziff Davis.

There’s Life After Your Nortel PBX from VoIP News

Or talk to an experienced Account Manager by emailing


What Happened to Nortel?

Written by Laura Espinosa on . Posted in Competitors, Hosted PBX, IP Phone, IP Telephony, Nortel, PBX System, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System


Nortel, also known as Nortel Norstar or Meridian Phone Systems, was one of the best in the world of telephony; an industry giant. Unfortunately, after its initial transition from PBX to IP PBX, Nortel Networks and its famous BCM 50 (Business Communications Manager 5.0) did not keep up with the evolving industry and trends like Cloud or VoIP.

It was ultimately broken apart and sold in pieces to different companies. The carrier aspect went to Genband, wireless to Ericsson, metro Ethernet to Ciena, and telephony to Avaya who will only support Nortel customers for so long.

With the Nortel brand and BCM 50 essentially gone, their customers are facing a crossroads and must begin making decisions about their future. The world of telephony is overwhelming and many are unsure which direction to move.

So how do we move on from Nortel? Read about your options in our next post How to Move On From Nortel.

Or talk to one of our experienced Account Managers about upgrading to PBXware today! With a fast & easy setup, PBXware encompasses the most advanced technologies and unified communications features along with an understanding Account Manager to help you with the transition and beyond. Just email us at today!

Additional Reading:

How to Move On From Nortel

How to Choose a New Provider after Nortel

Five Reasons to Upgrade from Nortel to PBXware KeySystem

Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist by Ziff Davis.

There’s Life After Your Nortel PBX from VoIP News

Or talk to an experienced Account Manager by emailing


Bicom Systems is in the Press!

Written by Laura Espinosa on . Posted in PBX System, Phone Company, Phone Systems, Press Releases

BREAKING NEWS – Bicom Systems was recently discovered by a large publishing company that seeks out ‘excellence’ in business to share across the world. Among their many publications, Business Excellence features a Telecoms magazine, published online and a well known resource in the international telephony industry. After trying and loving PBXware, Business Excellence was compelled to write an article all about Bicom Systems. We are honored and excited to share that article with you.

business excellence

For a direct link to our article, click here. Or visit the BE Telecoms online magazine.

We’d love to hear from you – leave a comment below with your thoughts on the article or questions on how to get a brand new phone system of your own!


IP PBX System Part 5: Conclusion

Written by Stephen Wingfield on . Posted in Hosted PBX, IP PBX whitepaper, IP Phone, PBX, PBX System, PBXware, Phone Systems, Whitepapers

ip pbx

This is part of a series of posts from our newest whitepaper on IP PBX System. Click here to view all posts in series.

A Bicom Systems Whitepaper examining On-Site and Hosted IP PBX Systems November 2012



In conclusion, the past decade has opened the doors to a new era in which end users have various options of IPPBX systems. While on-site solutions remain a large part of the market, providers now have the option – and responsibility – to offer hosted solutions as well. Those who will make best headway will be those that can offer the best solution to whoever their next client is. Take this opportunity to begin offering more solutions today.

Other posts in this series:

Part 1: Introduction

Part 2: IP PBX System Options

Part 3: Example Scenarios

Part 4: Selling an IP PBX System

Part 5: Conclusion

call center

Zamtel Call Center Consultation

Written by Laura Espinosa on . Posted in Call Center PBX, Case Studies, IP Telephony, PBX System

call center zamtel

Last year we worked with Necor Zambia Limited, a telephony reseller, to implement a call center solution for the Electoral Commission of Zambia (ECZ). On many occasion during that project we found ourselves working closely with Zamtel – the national incumbent of Zambia. We gained a mutual understanding and ultimately began an ongoing dialogue that has recently culminated into a whole new project in Zambia.


IP PBX System Part 4: Selling an IPPBX System

Written by Stephen Wingfield on . Posted in Hosted PBX, IP PBX whitepaper, IP Phone, PBX, PBX System, PBXware, Phone Systems, Virtual PBX, Whitepapers

ip pbx

This is part of a series of posts from our newest whitepaper on IP PBX System. Click here to view all posts in series

A Bicom Systems Whitepaper examining On-Site and Hosted IP PBX Systems November 2012



Today, end users have the flexibility to choose from on-site and hosted solutions as described above. It is important to understand the advantages and disadvantages of those options and how they relate to the end user. The ultimate goal is to market a solution to end users that is most appropriate to their business and requirements.

The following are methods of comparing IP PBX features:

ROI Calculator An ROI calculator can be used to convince potential customers of the financial benefits of the IP PBX solution. By preparing a calculation, the provider can demonstrate the literal savings from using their method. For example, an on-site IP PBX will include the following costs:

  • Initial cost of the equipment

  • Firewall

  • SIP Security software

  • Storage software & equipment (back-up)

  • Maintenance

  • Salary for administrators and technicians

The ROI calculator shows the total up-front and maintenance cost which can be compared to the low, flat-rate associated with a hosted solution.

Performance After price, most end users’ top concern will be performance. The provider must prove to potential clients the impressive speed, reliability, and scalability of IP PBX solution. For example, a provider may outline the amount of time it would take to install and configure an onsite system for the client’s needs. This could take weeks on end. However, a hosted system is ready to use so the customer’s new solution could be ready in mere hours.Another point to demonstrate is increased scalability. If the customer is planning to grow or expecting any change in the future, a hosted solution will make those changes much more easily.An on-site solution offers more flexibility and control which appeals to some end users and will convince them of the superiority of an onsite solution.

Security Finally, the security of hosted IP PBX solutions is a common concern among end users. The idea of a dedicated, on-site system sounds much more secure than a remote or virtual one.Providers must explain the enhanced security options that they offer. Solution providers should have security technology in place that is superior to that of companies with on-site solutions. This will prevent SIP attacks and hacking.

Other posts in this series:

Part 1: Introduction

Part 2: IP PBX System Options

Part 3: Example Scenarios

Part 4: Selling an IP PBX System

Part 5: Conclusion


IP PBX System Part 3: Example Scenarios

Written by Stephen Wingfield on . Posted in Hosted PBX, IP PBX whitepaper, IP Phone, PBX, PBX System, PBXware, Phone Company, Phone Systems, Telephone Systems, Whitepapers

ip pbx

This is part of a series of posts from our newest whitepaper on IP PBX System. Click here to view all posts in series.

A Bicom Systems Whitepaper examining On-Site and Hosted IP PBX Systems November 2012



The difference between hosted and on-site solutions is not black and white; there is no absolute rule to dictate which type of IPPBX solution is superior. The following scenarios illustrate the differing needs and situations of end users and their appropriate solutions. Read these examples to understand when to use hosted, on-site, or combination solutions.

Scenario 1 A company including 50 local workers that speak to each other on the telephone extensively. However, the company has limited bandwidth that only supports five concurrent calls.ip pbx systemSolution: an on-site system that will route internal calls locally, freeing up the bandwidth to support incoming and outgoing non-local calls.

Scenario 2

A large national provider has branches in many different cities, several of which are in remote locations.ip phone systemSolution: a large hosted infrastructure with dual location redundancy for the headquarters and many of the branches, in addition to on-site PBXes for the remote locations that do not have bandwidth, preferably with the same software as to provide continuity and minimize training efforts.


Scenario 3 A manufacturing plant of 200 staff members with 100 pre-existing cabled analog handsets already patched. The company does not wish to lose their investment in the 100 handsets and cabling.ip pbx systemSolution: an on-site hybrid system linking the existing handsets and adding new IP possibilities.

Scenario 4

A small business that employs four home workers, none of whom take responsibility for IT matters.ip pbxSolution: a hosted solution that gives users communication abilities without any need for maintenance or installation.

Other posts in this series:

Part 1: Introduction

Part 2: IP PBX System Options

Part 3: Example Scenarios

Part 4: Selling an IP PBX System

Part 5: Conclusion


IP PBX System Part 2: IP PBX System Options

Written by Stephen Wingfield on . Posted in Hosted PBX, IP PBX whitepaper, IP Phone, PBX, PBX System, PBXware, Phone Systems, Whitepapers

ip pbx system

This is part of a series of posts from our newest whitepaper on IP PBX System. Click here to view all posts in series.

A Bicom Systems Whitepaper examining On-Site and Hosted IP PBX Systems November 2012



On-site SystemsOn-site PBX systems are owned or leased and maintained by the end user with the physical equipment installed at their location.ip phone systemOn-site systems involve a higher up-front cost and more maintenance than hosted systems, but offer certain advantages that appeal to some end users. For example, on-site systems give the owner complete control, allowing more customization and updates or upgrades at will. They are also integrable via API/network. End users with a large number of extensions probably have better access to competent internal resource and, as such, may find on-site solutions to be worth the extra initial cost and maintenance for the additional flexibility and control. On-site systems will not involve monthly commitments or supplier risk and can be added to balance sheets.Advantages ●  More control ●  Customizable ●  Direct access ●  Compatible with PSTNDisadvantages ●  Responsibility for maintenance and updates ●  Higher up-front cost Hosted SystemsHosted IP PBX systems are ideal for end users that need reliable service without the higher costs and responsibility of an on-site system. Hosted systems do not require any hardware purchase or installation, creating a less expensive and more streamlined solution for end users. The service provider will be responsible for backups, upgrades, etc., freeing the end user to focus on his business.ip pbx systemThe service provider is able to offer bundles to end users with more features and flexibility than they would be able to obtain by their own means. Adding or removing extensions is simple and easy.Advantages ●  Inexpensive setup ●  Maintenance and support from host ●  More features available ●  Costs are more flexible to requirement.Disadvantages ●  Less control over the system ●  Upgrades depend on the host

Other posts in this series: Part 1: Introduction Part 2: IP PBX System Options Part 3: Example Scenarios Part 4: Selling an IP PBX System Part 5: Conclusion


IP PBX System Part 1: Introduction

Written by Laura Espinosa on . Posted in Cloud Services, Hosted PBX, IP PBX whitepaper, IP Phone, PBX, PBX System, PBXware, Phone Systems, Virtual PBX, VoIP, VoIP Phone, VoIP Phone System, Whitepapers

ip pbx

This is part of a series of posts from our newest whitepaper on IP PBX System.

Click here to view all posts in series.


A Bicom Systems Whitepaper examining On-Site and Hosted IP PBX Systems November 2012



As the IP PBX market has evolved in the past ten years, it has grown to include more ‘virtual’, ‘internet-based’, and ‘in the cloud’ solutions. IP PBX support infrastructure has become increasingly reliable and hosted options have become a real option. Today, more than ever before, end users are able to choose the exact features and services they want at an afforded price.

In the past, hosted solutions were typically limited to Centrex – they were based on a central system that was controlled by the local incumbent service provider. Remote extensions or branch offices had to be linked to the central system by the service provider using their copper lines. However, IPPBX systems based on VoIP and using Internet as the transport have caused a paradigm shift in the telecommunications industry both on-site and hosted.

The following paragraphs will outline the different types of IP PBX systems available for end users today and discuss the advantages and disadvantages of each. While hosted systems are a new and exciting option with many advantages, there still remains a significant need for onsite systems. Given the increasingly varied end user setups, requirements, and often unique requests, any solutions provider needs to be able to offer all possibilities if they are to remain in business; you simply do not know what your next customer will want.

Other posts in this series:

Part 1: Introduction

Part 2: IP PBX System Options

Part 3: Example Scenarios

Part 4: Selling an IP PBX System

Part 5: Conclusion


Bicom Systems Announces Strategic Partnership with VOIP INNOVATIONS

Written by Laura Espinosa on . Posted in Call Center PBX, IP Telephony, Multi-Tenant PBX, PBX System, PBXware, Press Releases, VoIP, VoIP Innovations, VoIP Providers

voip innovations

PITTSBURGH (7 August 2013) – Bicom Systems is pleased to announce its partnership with VoIP Innovations in order to combine our expertise and better serve the market with a synergy of telecommunication services.

VoIP Innovations, a Wholesale VoIP Provider based in Pittsburgh, “aggregates services from the nation’s largest telecom providers to give our customers the low Wholesale VoIP rates and network footprint needed to be competitive.” With more than 20 years of experience, VoIP Innovations is a leader in the market and serves customers around the world.



Written by Stephen Wingfield on . Posted in Hosted PBX, PBX System, Support

One of our customers is using our SWITCHware product in an interesting solution for a client that may interest others in the telecom industry :

John at AAPT Limited writes:

We are using SWITCHware as the core soft switch for one of our customers.  The customer wanted to offer hosted PBXs using Multi-Tenanted PBXware systems and SIP Trunking for customers with their own systems. They provision their PBXs and SIP Trunks using the web interfaces offered by PBXware and SWITCHware. Each SIP Trunk customer and  PBXware tenant  has their own SIP Trunk into SWITCHware which is used for call control and routing to carrier networks. Using SWITCHware allows us to centralise and precisely control call routing and billing through the CDRs produced by SWITCHware.

For more information on SWITCHware, visit our website.


4PSA VoipNow: How to Upgrade

Written by Laura Espinosa on . Posted in 4PSA, Competitors, PBX System, Unified Communications, VoIP, VoIP Software


We have been approached by many 4PSA VoipNow customers that are so dissatisfied that they are wishing for refunds. We are shocked at the number of customers coming to us looking for IP-PBX system upgrades, and that number is rapidly increasing.

Many 4PSA customers that come to us are about to make a decision while others have already placed a deposit. Some already have established customer bases.

At first we could not understand why this was so prevalent. However, the more we speak with 4PSA VoipNow customers, the more we understand that sooner or later they are hitting a wall and there seems no way around or beyond.

A good example is Unified Communications. The market wants it, is insisting on it, but there’s just a big gap.

  • Where’s the Global Communicator app?

  • How does one scale?

  • Where’s the billing integrated or held together somehow?

  • What about a provisioning platform?

It is the cost of maintaining 4PSA that seems to hurt the worst; the cost of support.

We’ll leave you to come to your own conclusion comparing 4PSA with the following:

To see is to believe.

The problem is that the longer this goes on, the more 4PSA IP-PBX customers will be stuck in one set of infrastructure and dissatisfied to the point they must look elsewhere.

So – what can we do to help?

This is our offer:

If you purchase PBXware TELCO Solution from Bicom Systems, we will refund any deposit paid to 4PSA in the past three months.

Any existing deployment : we will provide conversion credits to assist.

We will also provide a transition roadmap to assist with the process.

Sign up today and ask for a call from a dedicated and experienced Account Manger.

Want to read more? Read some of our customer’s reviews of 4PSA. Or a third-party review of 4PSA.

If you found this useful or can add, please feel free to post and of course visit our whitepaper on How to Start an ITSP or watch the video below.


Bret Fisher and IPSMARX

Written by Stephen Wingfield on . Posted in Competitors, PBX System, Support, VoIP, VoIP Software

The story repeats. We had a prospect Mr. Bret Fisher who, deciding between us and IPSMARX, made the choice to place his trust in IPSMARX some twelve months ago. As we know all too well, ‘customers always come back’.

This time, though, his experience was so bad that he requested I provide his contact details to prevent anybody having to suffer the same experience. Please feel free to make contact :

Bret Fisher





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