Telephone solution required

[kevin.doran]

So, i'm a sole accounting practitioner, with everything currently being run from a mobile. This is great for my client base of micro firms who enjoy the personal contact such as sms etc.

However, with one eye on future expansion, i'd like to make things a little more efficient and perhaps get rid of the mobile number itself without losing the many benefits it holds.

What i'm ideally looking for is something that:

• can be controlled from a desktop(s) and then routed to an iPhone out of office hours - ideally without call divert costs
  
• can make calls from the mobile out of office hrs but have the office number show up instead of the mobile number
  
• send and receive sms
  
• make and receive video calls

I'd settled on Skype as I thought it completely fitted the bill and then some. It can be run across multiple desktops, you can download an app for the iPhone so calls come straight through when not in the office, you can make calls via the iPhone Skype app using the Skype number instead of the mobile number, you can make/receive video calls and you can send sms - BUT NOT RECEIVE! Gutted....

Any ideas out there? I'm at a loss for ideas.

 

[PhippsComms]

You going to struggle with something that has a office number show instead of a mobile number, when your calling from your mobile

The rest is pretty easy if you go down the route of a hosted VoIP phone. they have all the benefits of a phone system without the cost of having to buy a complete system - our system starts from £4 per month. You have to buy a handset which start from around £70.

This way you could control your incoming calls through our portal and direct them to where you want to receive them, or set up a hunt group so if the call is not answered after a few seconds it then rings a different number if your group and so on until the call is answered.

It does depend on your broadband speeds, but if you want to find out a bit more drop me a pm and i would be happy to explain a little more.

 

[The Byre]

I'm not sure exactly what a sole accounting practitioner is (accountant or book-keeper?) but if you drop the last three conditions, none of which seem necessary to my eyes, you can make your life easier.

I definitely would hesitate to hire an accountant or book-keeper who gives only a mobile number.

 

[cjd]

We can do most of that, but not all.

If you give us a call on 020 7043 5555, you can see how close we can get.

 

[ia2o]

Was just about to suggest VoipFone.

You can download a SIP app for your phone, like Zoiper and then make call over the IP Network, from the office number.

But the send and receive SMS over a different number I don't know of anyway there, sorry.

 

[GraemeL]

If Voipfone cannot do this, nobody can - unless they have buckets of dosh

 

[kevin.doran]

I'm not sure exactly what a sole accounting practitioner is (accountant or book-keeper?) but if you drop the last three conditions, none of which seem necessary to my eyes, you can make your life easier.

I definitely would hesitate to hire an accountant or book-keeper who gives only a mobile number.

99% of my work comes from referrals so hiring an accountant who ONLY has a mobile number is of no concern to any of them. If anything, they like the idea of potentially being able to get hold of me at any time - believe me, I know!! A reply to this type of thread on another forum was 'In 13 years of trading with only a mobile number there was only one problem I encountered which was that Staples wouldn't process a credit account application as the company didn't have a landline - they acknowledged it wasn't a legal requirement to trade but that's their policy.'

I'm already with Voipfone for another business i'm part owner of, I don't think it'll 100% fit the bill but then i'm not sure anything will quite frankly.

I'm not quite sure why i'd want to drop the ability to send and receive sms or make and receive video calls either, the video side of things especially is at the forefront of any forward-thinking practice looking to take things more cloud based.

Anyway, very glad of some input. I'm thinking it may well end up being a combination of both Skype/VOIP and mobile for the time being. The only issue i've got with that is I know very well everybody will simply carry on calling the mobile!!

 

[The Byre]

99% of my work comes from referrals so hiring an accountant who ONLY has a mobile number is of no concern to any of them. If anything, they like the idea of potentially being able to get hold of me at any time - believe me, I know!! A reply to this type of thread on another forum was 'In 13 years of trading with only a mobile number there was only one problem I encountered which was that Staples wouldn't process a credit account application as the company didn't have a landline - they acknowledged it wasn't a legal requirement to trade but that's their policy.'

This is one of those 'ticking the boxes' issues.

Imagine a restaurant that serves frozen vegetables or use a Heinz 57 mayonnaise. You eat there, but you do not complain - you just do not come back.

By not ticking a very important box, some people stay away, but you will never find out that they are staying away, at least, not until somebody tells you.

And the Staples thing is relevant - a land-line is a type of credit agreement, so by not having one, you raise the spectre of not being able to get one for some dodgy reason!

 

[cjd]

What we actually KNOW about this landline vs mobile number debate is this:

Ofcom research tells us:

Consumers know what 01 & 02, local or geographic numbers, are and believe them to be the cheapest number to call
64% of consumers know that 0800 are free to call
Consumers think there is little difference in cost of calling 0844, 0845, 0870, 0871
Consumers always overestimate how much all types of calls cost.
Consumers are less likely to call numbers that they perceive to be more expensive to call and/or are unfamiliar to them.
Crucially, 65%-78% of consumers either won’t call, or are unlikely to call, telephone numbers used in adverts if they use these types of numbers: 0845 (65%), mobile (70%), 0870 (73%), 0844 (76%), 0871 (78%).

from here if you haven't read it:
http://www.ukbusinessforums.co.uk/forums/showthread.php?t=46850
(a very fine read indeed.)

Generally, new customers like to see a landline number in adverts, yellow pages and websites and so on, but are very happy to have a mobile once they've signed up for a service - particularly if you're in a trade - like Dave, our cartoon plumber - as they're expected to be out and about all the time.

You also need an 01/02 number if you have anyone back in the office looking after appointments and so on.

The biggest problem with mobile only though is that it doesn't scale - as your business grows you need a single point of contact, not loads of individual mobiles.

Luckily, you can now have both very simply and very cheaply.

Here's Dave

http://www.voipfone.co.uk/Call_Forwarding_And_Divert.php

 

[kevin.doran]

This is one of those 'ticking the boxes' issues.

Imagine a restaurant that serves frozen vegetables or use a Heinz 57 mayonnaise. You eat there, but you do not complain - you just do not come back.

By not ticking a very important box, some people stay away, but you will never find out that they are staying away, at least, not until somebody tells you.

And the Staples thing is relevant - a land-line is a type of credit agreement, so by not having one, you raise the spectre of not being able to get one for some dodgy reason!

So, my clients that do not complain still constantly refer friends/family/colleagues/stakeholders to me for further business?

Additionally, have you ever thought that those clients who stay away from me because of the mobile issue would be the exact same clients I wouldn't want? Judgemental and perhaps unable/unwilling to think outside the box?

This debate could rage on but let's stick to the topic eh which was discussing a potential solution to my needs, not whether you personally agree with whether or not those needs are relevant.

 

[kevin.doran]

The biggest problem with mobile only though is that it doesn't scale - as your business grows you need a single point of contact, not loads of individual mobiles.

Luckily, you can now have both very simply and very cheaply.

Hence my issue and it's about finding that happy medium between keeping the features my clients like but being able to put something in place for the good of the business.

 

[ia2o]

Hence my issue and it's about finding that happy medium between keeping the features my clients like but being able to put something in place for the good of the business.

Surely, like many businesses you have your central landline (voip, actual, whatever), if you want to go the whole hog a DDI, and your mobile.

If people want to phone you, in business hours they use the landline - which can forward to your mobile, an e-Receptionist, a call-centre as required, or your mobile out of hours or just because they have that in their address book.

And anyone who wants to video call or SMS just uses the mobile number - are there many people out there who don't know to send SMS's to mobile numbers?

I guess the question I'm asking is: is there a problem with having a landline and mobile number? You have an email address, a fax, a physical address, a registered address so what's a few more contact details?

 

[The Byre]

This debate could rage on but let's stick to the topic eh which was discussing a potential solution to my needs, not whether you personally agree with whether or not those needs are relevant.

Why did I bother? You are only listening to yourself!

Everybody here is telling you to get a land-line and most are suggesting VoIP.

"Sorry, WRONG ANSWER! I'm going to sit here and wait until someone tells me the RIGHT answer! I shall only listen to the advice I wanted to hear in the first place!"

(I suggest you re-read CJD's posting.)

 

[kevin.doran]

Why did I bother? You are only listening to yourself!

Everybody here is telling you to get a land-line and most are suggesting VoIP.

"Sorry, WRONG ANSWER! I'm going to sit here and wait until someone tells me the RIGHT answer! I shall only listen to the advice I wanted to hear in the first place!"

(I suggest you re-read CJD's posting.)

Namely being 'crucially, 65%-78% of consumers either won't call, or are unlikely to call, telephone numbers used in adverts if they use these types of numbers: 0845 (65%), mobile (70%)

Now, at which point did I say I advertise anywhere when I said 99% of my business is referral based from existing clients? I have never advertised once in 5 yrs of trading apart from a Google maps listing (which I actually pulled a landlord from the other day with a £2m portfolio because he saw I was more likely to provide a personal service by trading through a mobile number - horses for courses it would seem)

I fully understand what's being said and i'm taking it on board but as per my OP - it's not the solution i'm ideally looking for. As I think i've already said, if the only choice is to end up with a mixture of VOIP and mobile then so be it, I am simply trying to exhaust all potential avenues before doing so. Since I already have the Skype account with local number in place and currently use it for video, i'll likely roll with that.

 

[cjd]

Since I already have the Skype account with local number in place and currently use it for video, i'll likely roll with that.

If you're getting your customers by word of mouth and you're a one man band, then your mobile number is just fine - none of the Ofcom stuff applies. Your only problem is longer term if you want to grow the business beyond just you.

I'm quite interested in your use of video. We find that no-one actually wants or uses it in small business, it's either a consumer thing - family overseas etc - of a corporate thing - video conferencing. How do you use it?

 

[kevin.doran]

If you're getting your customers by word of mouth and you're a one man band, then your mobile number is just fine - none of the Ofcom stuff applies. Your only problem is longer term if you want to grow the business beyond just you.

I'm quite interested in your use of video. We find that no-one actually wants or uses it in small business, it's either a consumer thing - family overseas etc - of a corporate thing - video conferencing. How do you use it?

Hi Colin

It's with one eye on the coming 6-12 months that I realise the need to be ready to scale so I appreciate your input.

I find video great for breaking barriers. I'm in the West Mids, with clients as far north as Glasgow and a handful in Southampton. Realistically, i'm never likely to meet them face to face so this is the next best thing. I'd say around a third of my client base are local so one way or another we've previously met or have our initial meeting face to face. Of the remaining 2/3's, i'd say I hit about 50% with an initial video conference as opposed to simply telephone. I'm a very down to earth guy dealing purely with micro businesses so engaging in that format really helps build the relationship from the off. Clients tend to end up seeing me more as a business partner than an accountant, hence why things like this (and sms etc) end up being so important.

I'm in the process of moving my small practice fully into the cloud by way of a white labelled bookkeeping portal fully integrated into my new site. At this point, the likes of Skype or whatever will become even more useful, not just for that initial video link but also for a screen sharing session so the various features within the software can be fully explained and adapted to.

It's not for everyone of course, neither is my approach as a whole most likely but that's the whole point - the desire to build a relationship like this works both ways.

Anyway, back to my OP - can you explain in technical terms why VoIP numbers can't receive sms?

 

[KM-Tiger]

I'm quite interested in your use of video. We find that no-one actually wants or uses it in small business, it's either a consumer thing - family overseas etc - of a corporate thing - video conferencing. How do you use it?

I think it's catching on a bit - I have a couple of clients who want to use Skype but I resist as I find the audio/video quality to be a strain on my eyes and ears, and I get nothing that I could not get in a phone call or email. And nothing beats a face to face to begin a client relationship.

HD videoconferencing is a different ball game, if that ever becomes a reality for mere mortals I might think again.

 

[kevin.doran]

Nathan

Just tried the number - customer services had me on hold for a few mins but said they had no listing of an employee working there by your name.

Of course i'm happy to chat but it may be an idea to nail down comms at your end first!!

 

[simonclark123]

Hi Platform

As a Vodafone One Net Express Business dealer, I could sort this for you.

For £31.67 + VAT (12 month sim only contract) per month, you would get:

- Unlimited UK standard prefix 01,02,03,07 calls (no machine usage).
- Unlimited UK standard texts (no machine usage).
- 2 GB of data.
- Extra free 'data share' data sim for use in Ipad etc.
(extra £2.50 + VAT per day only makes your tariff useable throughout EU hence gives you unlimited voice roaming within EU).
- UK prefix 01,02 number which 'maps onto' your mobile number.
** You can present this landline number on outgoing calls from your mobile **
You can port in an existing BT landline number if you wish.
You can also extend the system to other Vodafone mobiles using hunt groups and GSM 'Explicit Call Transfer' etc.

I specialise in these type of solutions and in GSM sim Deskphones which can also be used with this system.

I can lend you my own Vodafone sim for testing purposes should you so wish.

(My own business number 020 8150 0033 is an Orange Pocket Landline number which maps onto my mobile, but there is no option on Orange/EE to present the landline number on outgoing calls).

Best Regards

Simon Clark
Business Telecoms

 

[DSTUKLTD]

We specialise in bespoke telephone systems and they don't cost the Earth, give us a call and ask to speak to Dave (the know it all of the telephone World), he'll find a solution for you. Tel: 0845 87 87 877

 

[ccsleedsltd]

You could achieve this with a VoIP client on your mobile, assuming it supports one, then your provider could allow presentation of the LL number, and of course the receipt of calls accordingly.

 

[lazypbx]

> make and receive video calls

The problem with video calls is solutions are generally propitiatory. Another way of saying this is that If you want to receive video calls from mobile, then you will need a mobile device. If you want to receive video calls from Skype, then you will need to have Skype. If you want to receive video calls from Google then you will need a google a/c.. etc..

Because of this video calls are really only useful for conferencing, so you can agree which technology to use with the caller prior to setting up a 'conference'.