Microsoft CRM is winning market share step-by-step from such the traditional CRM providers as Siebel, Saleslogix. In this article we’ll show Microsoft Business Solutions CRM potential in the VoIP direction.
Nowadays VOIP-based technologies and Instant Messaging Systems are getting wider and wider spread. Each work desk or each personal computer has one or another instrument of information exchange, belonging to the VOIP or instant messaging systems. Currently the mostly presented information exchange systems are:

Skype (http://www.skype.com). Revolution system of sound compression – the tolerance to the bandwidth of the channel enabled VoIP amusement features to the general internet world-wide user with microphone and headset, Windows/Linux/Mac OS X operating systems, internet access and free registration with Skype. Plus Skype application has instant messenger between skype users. New features and services SkypeOut and SkypeIn allow you not only to call to the regular phones from your computers with very low rates, but also accept the calls on your skype phone number in the SkypeIn system.

MSN Messenger (http://messenger.msn.com). Quite successful attempt of the Microsoft open the door to the instant messengers market. MSN Messenger gained market with the speed of light, due to the tight integration with Microsoft Windows. Every new version adds new functionalities – MSN Spaces integration, audio and video transfer etc.

Yahoo! Messenger (http://messenger.yahoo.com). IM system of the Yahoo! portal, has standard set of features for communication, including audio and video stream transfer.

AOL Instant Messenger (http://www.aim.com). This is one of the veterans of the IM system market. Considering the popularity of AOL as internet provider – AOL instant messenger holds substantial market share.

ICQ – (http://www.icq.com). Yes – we do not have to give you additional comments, we are targeting this article to IT professionals who were working in the Clinton era of American internet miracle and booming. Let us just add that with the release of version 5 ICQ introduced new features of the audio and video conversation.

VoIP & IM systems are popular not only in the home office environment, but are gaining popularity in the corporate market. One of the proves is the release of Microsoft Live Communication Server, which allows messages streams coordination and control. Natural idea – should we enable VoIP and IM conversation with automatic protocol? It is always good to have paper copy of the MSN conference, related to the project, product, in the form of MS CRM Activity. Or, from CRM interface to call your potential customer via Skype. Or accept the incoming call via SkypeIn and record the call to the CRM database to be accurate with the following negotiations. The usage is really unlimited and is currently restricted only by human conservative nature

Now, let’s consider the schema of MS CRM extensions to enable such a system:

The main component is Albaspectrum Media Core for MS CRM – the module, providing media streams saving in the special database, interaction with the specializing connectors to IM/VoIP systems. Its function is also Activity creation in the Microsoft CRM system.

The second important component is modification to these forms: Contact, Account etc. Modification is adding phones, addresses, Skype, MSN, AOL, Yahoo identifiers. Also we have to add SkypeOut phone calls service. In the future we plan PBX/PSTN support via MS Office Communicator 2005

Planned addition – Answering Machine module, controlling incoming calls and messages from clients and saves them in Media Database. If manager is out of his desk, system will save the message and will create Activity in personal queue – you will not miss no one customer call! Plus all the calls from non-registered clients/prospects might be associated with one or another Account, Contact, Lead, etc.

Let’s consider the process of the phone call/receiving or message recording:

CRM User opens client form and reads telephone or skype ID to place the call. If she/he would like to talk to skype user – Skype application must be installed of the local machine and she/he needs to be skype online user. If she/he calls to another Skype user, then we don’t have additional requirements. In the case when call is placed on PSTN number, CRM user needs to have SkypeOut active account. In both cases – when user picks up the phone or is absent – CRM activity will be created with the relevant status. If the call was accepted, automatic call recording will be switched on, activity will be created with the indication on the phone duration. For MSN, Yahoo!, ICQ audio conversations – all the mentioned above is relevant, except PSTN support (currently skype only).

The above described process is similar for instant messenger conversations, recorded by MSN Messenger, ICQ, Yahoo! Messenger, AOL Instant Messenger.

CRM User could appeal to Full-Text Search upon the saving to Media Database of text talks directly from the MS CRM interface.

For the users, who are accessing CRM over the internet we envision IM system support (as http://webmessenger.msn.com) in the MS CRM forms.

Good luck with integration! If you want us to do the job – give us a call 1-630-961-5918 or 1-866-528-0577! help@albaspectrum.com

Andrew is Lead Software Developer in Alba Spectrum Technologies – USA nationwide Great Plains, Microsoft CRM customization company, serving clients in Chicago, Houston, Atlanta, Phoenix, New York, Los Angeles, San Francisco, San Diego, Miami, Denver, UK, Australia, Canada, Europe and having locations in multiple states and internationally ( http://www.albaspectrum.com )

It seems like technology is headed for a massive telephone change over. The traditional Public Switched Telephone Network (PSTN) is looking to be replaced by VoIP. VoIP is short for Voice over IP. VoIP is the routing of conversations over an IP network or the Internet. VoIP uses a packet-switched network instead of the circuit-switched voice transmission lines used by traditional telephone networks. VoIP does not need an Internet connection to work. A company that has a LAN connection with all of its computers can utilize VoIP technology.

VoIP is a great technology, but has a variety of issues with implementation. VoIP may face problems with latency because IPs do not provide Quality of Service guarantees, nor do they provide their packets of information in sequential order. High-speed Internet connections are required for VoIP and firewalls often prove tricky for VoIP technology. To combat this, many people use Session Border Controllers (SBC).

VoIP technology has many advantages. There are more new features with VoIP because of the lack of an International Telecommunications Union. VoIP is still very much an open market for developers, so the technology is constantly being improved. VoIP also has a lower cost than traditional sources because of the monopolies that exist or traditional phone companies being controlled by the government. Some users even see VoIP phone calls as free because they do not have to pay extra for the service. The user only pays the Internet service provider, and therefore the usage of VoIP seems to be free. You can also take your VoIP phone wherever you go because all you need is a network connection to make it work. VoIP technology will also benefit network agents who work for call centers. Agents can help callers from anywhere in the country with an Internet connection. Finally, because VoIP is on the computer, there is increased functionality. Conference calls can be held, information can be sent, and things like address books can be updated and shared over VoIP.

While VoIP has many advantages, there are a few drawbacks to the service. One of the biggest drawbacks is reliability. Telephone lines have back up generators in case of power outages, so phones can keep working. Because VoIP is connected to the Internet, a power outage will end a VoIP call when the computer shuts down. To combat this, users must buy an expensive uninterruptible power supply or a generator that must then be installed on the premises. Internet connections are also subject to disconnection, depending on crowded networks, and the quality of the ISP. If the Internet connection drops, then the VoIP call will be dropped. VoIP is also a problem for emergency calls. Because of the nature of the Internet and VoIP systems, emergency workers cannot trace calls. In the event that someone with an emergency has a problem but is unable to give an address, the emergency worker will not be able to trace the call and find the person. VoIP carriers are already attempting to fix this problem by implementing a technical work-around. Finally, it will be very difficult to integrate VoIP on a massive scale, because while the standard Plain Old Telephone System (POTS) has a common standard, VoIP does not.

VoIP has many advantages as well as some large drawbacks. The main roadblock in the way of global VoIP adoption is reliability. When VoIP proves that it can be just as reliable as traditional telephone services have been over many years, then it will start to be adopted. VoIP technology is always improving, so the problems with VoIP today are likely to be solved sooner than many people expect. VoIP can truly revolutionize both the business world and home life.

Mike Schuda is fascinated by new technologies and writes for VoIP Lowdown ( http://www.voiplowdown.com ).

What is VoIP?

First things first, VoIP stands for Voice over Internet Protocol. At a base level that means phone calls over your broadband connection. You really do need a high-speed connection to take advantage of VoIP to get phone calls comparable to a normal landline phone. Traditional “dial-up” connections are not really sufficient.

VoIP works in a different way to your home phone. Your home phone is based on an analogue network, whereas VoIP is based on a digital one. Essentially when you speak into a VoIP enabled phone or headset your voice is converted into digital packets; it is then compressed to help your Internet connection run more efficiently and then it is transferred down the connection much like an email. Once it reaches its destination the process is reversed.

Why might I want to switch to VoIP?

It’s a good question. We all have a working phone in our homes or business, why should we change? Lets look at the advantages and disadvantages of VoIP

Advantages

Well to put it simply – cost. VoIP makes calls significantly cheaper. And (Depending on your package) for a low cost monthly subscription local and national calls can be made for free, and international calls made at a significantly lower rate.

When you subscribe to a VoIP service it is possible to get a phone number for life. You will be able to take your number with you whenever you move (or even travel) with obvious benefits.

The contract packages that companies who are offering the service contain for the most part all the features and more that your current phone service supplier offers. You are likely to find most VoIP companies offering free voicemail, call forwarding, caller ID, call waiting, call waiting ID, 3 way calling, speed dialling and much more.

VoIP is very much in it’s infancy; the technology is progressing all the time. Future benefits that we may not be able to envisage yet are certain to appear, you current analogue phone system will not be able to compete.

Disadvantages

Your VoIP phones system will be exclusively based on your broadband connection, if you ISP has a period of service downtime then you will not be able to make calls. Additionally if your electricity supply has a power out then you will not be able to make any calls, this includes calls to the emergency services. Some providers have already got a work around with the emergency calls, so make sure when you decide on a supplier they provide this.

A further disadvantage currently is the set up of the VoIP is not the simplest procedure to undertake, though many suppliers will assist with installation.

The quality of the call via VoIP can be slightly less than your current analogue phone, but the technology is steadily improving, and before long you will not be able to tell the difference in call quality between the two mediums.

© Mike Bromley 2005

The author runs a site about VoIP Service Providers
at http://www.speakonline.co.uk

VoIP stands for Voice over Internet Protocol. By using a VoIP phone and VoIP technology you can effectively use the internet to make phone calls. VoIP does this by placing the voice calls on network which encrypts the voice in data packets at one end and encrypts it in voice calls at the other end. In VoIP, encryption and decryption is from a analog signal (i.e. your voice call) into digital signal (data packets) and again into the analog signal.

You can make VOIP calls by a regular phone with VOIP adapter or even from your computer using a simple microphone. VoIP applications can generally be used with a simple microphone and computer speakers, but IP telephones or VoIP boxes can also be used, providing an experience identical to normal telephoning. Many VOIP manufacturers are designing phones which are specially meant to work with this technology, called SIP phone, and now extensively used by growing VoIP users.

In the past year, the quality and reliability of VoIP technology has improved to the point that vast numbers of users have abandoned their standard telephone contracts entirely, in favor of VoIP. Local as well as long distance calling is available for VoIP. Rates and plans can vary from one VoIP service provider to another VoIP service provider.

Advantages of using VOIP

Using VOIP you can effectively cut down your phone bills, since you just pay to your regular internet connection and small fees to your VOIP service provider. Setting up conference calls with VOIP is very easy.

You can even set up your own VoIP network and don’t need any special equipment like PBX etc. You can call to any local telephone, mobile, long distance number or any international number through VoIP phones. More importantly, the person you are calling by using VoIP technology does not need any special equipment; just a regular telephone.

Many additional features like call forwarding, call tracing, reminders, caller ID are readily available in VoIP Phones. You can even assign a local telephone number to your VOIP phone set, and just need a fast internet connection to use your VOIP service anywhere in the world.

VoIP Dilemma

VoIP applications and services require data transfer in real time. During a call an interactive data voice exchange takes place. Unfortunately, TCP/IP is not well suited for this purpose. Sometimes you have to wait for a few seconds, to hear the other side answering. But with recent developments streaming the flow of voice signals has improved. PC-to-PC and PC-to-phone calling quality is still not as sharp as regular PSTN calls. However, with SIP phones and a reliable high speed internet connection there is little or no difference….and sometimes the quality is even better.

SIP Phones

SIP Phones are the phones which are specifically designed to work as VOIP phones. SIP phone can be considered as a network endpoint routing voice via its IP address. This allows a DID (direct inward dialing) number to move with a user. With SIP phones you can use advanced features like voice mail to email etc. Using a SIP phone also closely resembles a regular analog phone in look, feel, function, and ease of use.

FCC and VoIP

The Federal Communications Commission (FCC) regulates VOIP Services in the USA. They are in charge to create and promote telecommnuication regulations….such as VOIP services….to benefit consumers. In November, 2004 FCC ruled that individual States do not have the jurisdiction to impose taxes on VoIP services, which made the cost of VOIP services even more attractive in relation to standard PSTN phone services.

Michael is the owner of FreedomFire
Communications….including Business-VoIP-Solution and
DS3-Bandwidth.com. Michael also authors Broadband Nation where you’re always welcome to drop in and catch up on the latest BroadBand news, tips, resources, and insights.

The Las Vegas 2006 Consumer Electronic Show revealed to us a bright future for the personal tech electronic industry, as technology gets smaller, more portable and human friendly. We heard of wrist watch cell phones, PDAs, iPods, MP3 Players and the like all GPS enabled and capable of decent bandwidth Internet Surfing and email capability.

Many now believe that as GPS 3G technologies move into 3.5 G and 4G they will alert people as they drive buy their favorite stores, this will also occur in Ford pickups and also be integrated thru GM “onstar” I have written extensively on this for many years. The online directory sites for local areas, must be integrated into your Cell Phone PDA voice activated Microsoft enabled watch, with you M-Tunes.

All these systems will be linked to way-points and locations on the GPS grid and have full access to online business directories with addresses, which can alert you immediately when you are near let’s say a Starbucks Coffee House or a Sushi Restaurant. Many also believed at the time that the purchase of the online phone books was a mistake of the major phone company and they got had and paid too much for them, thus wasted shareholders assets (Cash on hand). Yet if they take this information and integrate it into these new personal tech handheld-GPS enabled devices, then it could have been the smartest move they ever made. Think on this in 2006.

Lance Winslow

Comcast Cable has grown to become the largest cable service provider in the United States. It was founded back in the 1960s as a local single system cable television provider and is now available almost anywhere that cable TV is offered. With an ever growing array of competition it is interesting to note how Comcast Cable is able to lead nearly all its markets.

Available in over thirty states, it’s a safe bet that if one of those state’s residence subscribes to cable that they are using Comcast. Born as a television company, home entertainment is still its primary concern. Overall they service over twenty million homes with cable television. Furthermore they provide digital cable service to almost another ten million homes.

During the last decade the technology that’s been made available to homes has grown at such a staggering rate that it has allowed companies like Comcast to expand into providing other services. Personal computers, for instance, never would have offered a market to Comcast cable when they first began entering homes. Then came the advent of the internet. Faster computers and larger amounts of data called for speedier internet connections that dial up providers couldn’t possibly provide. Taking advantage of this new market, cable companies were able to offer their own brand of internet service which can currently offer speeds a hundred times faster then its dial up predecessor.

Comcast cable internet came to exist and it now provides high speed cyberspace access to almost eight million customers. That number represents over one third of their television subscribers which is quite staggering given how fresh the technology really is. Just think how slowly cable grew when introduced as a television service; no one wanted to pay for something that they were already getting for free. Initially cable internet had the same reaction with people not wanting to pay double the price for faster data transfer. But those numbers clearly show that the idea has definitely caught on.

Another boost for their consumer base came with the advent of the cable telephone alternative. While that idea has yet to catch on with most people being satisfied with their existing services, Comcast has still managed to attract over a million clients to this service.

Other business ventures from Comcast Cable includes several of their own channels. These include the Golf Channel, PBS Kids Sprout and TV One. Comcast even has four Comcast Sportsnets. Outside the communications ring, they also have a majority ownership in a company that has a lot of holdings. Some of these are sports teams in hockey, football and basketball; also they own two large multipurpose arenas in Philadelphia where Comcast is based.

Comcast cable has become a staple of the American communication world. Their employees are numbered at over seventy thousand people. As a company they continue to look to the future for new opportunities and ventures to offer their customers.

Christopher M. Luck has an extensive background in working exclusively at comcast cable and is now offering his free personal cable advice to the public. If you are at all interested in Christopher’s cable advice, tips, or secrets, you can visit his cable tips blog

VoIP is the newest advancement in audio communications technology, and has a

variety of different applications that make it useful. VoIP stands for Voice

over Internet Protocol, and how VoIP works is actually quite revolutionary

because it streamlines the process of sending analog audio signals by converting

them to a much easier to send digital form for transmission.

To understand how VoIP works, you’ll need to understand the basic concept

behind regular analog audio communication as well, since this is the precursor

for VoIP. Analog phone calls are actually made via fiber optic networks by

digitizing your voice communications for sending the signal across thousands of

miles, but once it gets to the final destination (a home or office phone, for

instance), the signal is once again converted to analog.

During these calls, the switches remain open even while there is dead air and

no conversation is taking place; the circuit is also open in both directions

even when only one party is talking and the other is listening. This isn’t

terribly efficient, and slows down the communication of information

considerably.

Packet switching streamlines VoIP

VoIP works on a different premise — rather than circuit switching, data

packet switching sends and receives information only when you need it instead of

in a constant stream. It also sends the information packets along whatever open

channels are available rather than a dedicated line, which is much more

efficient. The information is simply reassembled at the source.

The payload of each packet has a destination coded into it determining the

ultimate destination. When the computer at the other end receives all of these

packets, it will reassemble the information into useable form. This form of

sending audio data is extremely efficient because it always takes the cheapest

route that is also the least congested.

The compression of information and use of multiple routes in order to send

that information over the most efficient route makes sending audio over packet

switching quicker, much less expensive and more efficient. The number of calls

that can be sent is orders of magnitude higher than it was with the more

traditional analog circuit switching systems.

For companies, the savings in long distance charges can be in the hundreds or

even thousands of dollars per year. If companies also make extensive conference

calls, VoIP makes even more sense when combined with conferencing options such

as document sharing in systems offered by companies like Voxwire and iVocalize.

Different types of VoIP calling are available

• The most commonly used VoIP system is from one computer to another. To set

  up this type of service, you will need to have a sound card installed in both

  computers along with microphones and Internet connections. For practical

  purposes, you’ll want a broadband connection or DSL — a dial-up modem will be

  so slow the sound quality just won’t be that good. Aside from that, all you

  need is a software package that can set you up with everything you need to use

  VoIP to make phone calls to whomever is also set up with the same system.

• You can also invest in IP phones if you want something that looks just

  like your standard analog telephones but with VoIP connectability. These

  simply replace the old-style RJ-11 connectors with Ethernet connectors

  (RJ-45). Hardware such as routers and the needed software are built right in.

• Analog telephone adaptors (ATA) enable you to connect a standard telephone

  to your computer Internet connection in order to take advantage of VoIP

  options. ATA converts analog signals to digital so that it can be transmitted

  properly via the Internet.

• The newest option on the market is the Wi-Fi phone, which uses

  short-distance Internet transmission of VoIP to replace cell phones calls.

  Wi-Fi broadcasts over the radio spectrum to cover short range areas for users

  in certain areas, and these “hot spots” have popped up across the U.S.

The upshot of VoIP is that standard long-distance charges may soon become a

thing of the past. As more and more consumers turn on to VoIP and broadband

connections make it easy and inexpensive (as well as practical) to make phone

calls over the Internet, fewer individuals will be willing to pay high rates to

make a telephone call they can make for free or next to nothing via their

computer.

VoIP saves you money on long distance

There’s no by-the-minute charges with VoIP, no set-up fees, and no “time of

day” or overages. That’s the great thing about VoIP plans. You just pay a

monthly fee and get to make all the calls you want over your computer for one

monthly fee. It’s so simple and elegant, and it’s the solution that everyone’s

been wanting and waiting for far too long.

You don’t have to wait for a certain time of day of day of the week to make

telephone calls with VoIP. There’s also the advantage of being able to use your

VoIP connection from anywhere — remember, you’re not tied to a phone jack to

use your number, but an Internet connection, so you can call from anywhere with

many calling plans.

Some of the companies that offer excellent VoIP plans with unlimited calling

are listed below with their most popular options:

• Vonage currently offers a $24.95 per month unlimited VoIP package

  to anywhere in the U.S. or Canada. It includes voicemail, call forwarding,

  three way calling, call waiting and caller ID.

• Packet 8 can provide unlimited VoIP for $19.95 a month in the U.S.

  and Canada with a variety of features like call waiting and three-way calling,

  and can also give you video phone service for about $29.95 per month.

• AT&T’s CallVantage provides the usual U.S. and Canada broadband

  calling with voicemail, call waiting, etc. along with email, a call log and a

  ‘do not disturb’ option, all for $29.99 a month. You also get to keep your

  phone number for life, no matter where you go — a great feature for some who

  move around a lot.

VoIP in web conferencing packages

VoIP is used in almost all web conferencing services as an alternative to

standard conference calls, and looking into these packages will give you an idea

of some ways to combine VoIP with extras such as white boards, document sharing

and video. For less expensive options, many companies can provide strictly audio

VoIP conference calls combined with text messaging and document sharing without

video.

Some companies that offer VoIP in web conferencing packages separate from

video conferencing are:

• Voxwire offers voice communication with features like auto-queue,

  mute options, individual speaker adjustments and moderator controls along with

  a “follow me” browser system so that all participants can view a shared

  desktop. Two persons can use VoIP for $9.95 a month, or up to ten in a

  conference environment for $29.95 per month.

• VoiceCaf