Why do calls get incorrectly labeled as SPAM in general? The first thing to know is that this is not something any phone system does, including services provided by Triton — it happens on the carrier level of the called party side. Just as the receiving carrier determines the calling party name with their own lookup tool, they are also the ones who determine the spam status and display it to the called party. This relates to FCC regulations for STIR/SHAKEN, which was implemented to fight spam calls across the country. Unfortunately, the regulations are overzealous and frequently label legitimate calls as spam. This is an ongoing issue affecting many people and you are not alone. Why is it happening to me specifically? Your number is likely misidentified as a spam number and/or it has not been given proper verification by the FCC. Sometimes it can be because a certain carrier isn’t properly updating the database, or because a certain number of people are reporting the number as spam. For example, if someone spoofs your number while making spam calls. Then the receiver of that spoofed spam call could think it is actually you making the call when you are not. So what can I do? If there is a certain carrier(s) that you seem to have the issue with (i.e. every time you call someone who has Verizon, it gets listed as spam) then the called party could try contacting that carrier (x-carrier) about it to let them know the call is legitimate. You can go to freecarrierregistry.com and fill out a form to request the FCC to update their records, this does take time for them to make the updates and more time for each carrier to update their records. Where can I find more information? https://www.fcc.gov/sites/default/files/stop_unwanted_robocalls_and_texts.pdf

What is SIP ALG? SIP ALG is a network security protocol found in many gateway devices such as routers, firewalls, and modems. It functions by detecting and terminating continuous streams of data flowing in and out of your local network. Why is SIP ALG Harmful to VoIP? VoIP technology relies on a constant connection between your device and the web server where the system is hosted. This means your phone is always talking to an outside destination. SIP ALG sees this as suspicious because it looks like the same thing what would happen if your network was infiltrated by a bad actor. It can’t know what the outside source is, what kind of data is being sent, to where it is being sent, and whether it is safe or not, so it simply blocks the transmission. Why does SIP ALG Need to Be Disabled? Blocking VoIP transmission can result in a variety of negative effects. The most likely effect is that your VoIP device cannot register to the hosted system at all. In other words, it can’t talk to the system and tell it where it is so it can receive phone calls. This is likely to be the case if you see “no service” or something similar on your device screen and you can’t make or receive calls. If the device was registered before, it may stop registering or register only intermittently. SIP ALG may also cause call quality issues like dropped calls or choppy audio by terminating only certain transmissions without causing complete registration loss. Many residential gateways have this protocol enabled by default. It is by far the most common cause of call quality issues while working from home on local internet. In some cases, it may also be present on a business gateway. Why is SIP ALG So Common? Most ISPs (internet service providers) have their own proprietary communication systems. They do not want you to be able to use a third-party service over their internet connection so that will be forced to pay for their service instead. For more information about why using ISPs for your business communications needs is a bad idea, click here. While they cannot legally stop you from doing so, companies like Spectrum and Frontier can make it difficult by packaging their equipment with SIP ALG by default and labelling it as a “security measure”. While it is technically true that SIP ALG acts as a security measure, it does so in a rather clumsy and unnecessarily overprotective way. A true security solution would be able to elegantly authenticate the source, recognize that it is not a threat actor, and allow the VoIP registration, all while blocking other data streams that actually pose a threat. Fortunately, this is exactly the case with many third-party security solutions such Zyxel. For more information about why ISP devices are insufficient security solutions for VoIP businesses, click here. What Can Be Done About SIP ALG? Fortunately, most gateways allow SIP ALG to be disabled. It is usually a simple on/off switch or checkbox in the device’s web interface. Exactly where and how to find that setting varies from device to device, so we cannot tell you exactly how to do so in your equipment. That said, we do have some helpful guidelines and steps to follow. How to Disable SIP ALG. 1. First, you should determine if SIP ALG is even present on your internet connection by following the guide below titled “How to Use the SIP ALG Detector”. 2. If SIP ALG is detected, open command prompt by searching for and running the program “cmd” in your windows search bar. 3. Once command prompt is open, type “ipconfig” and press enter. 4. Look for the item “default gateway”. It will be an IP address in a format similar to something like this: 192.168.1.1 5. Copy that IP address and paste it into the URL bar of your browser. 6. Login to your device with the username and password provided to you by the ISP. If you don’t know it, it might be on a sticker on the device. 7. In the user interface for the gateway settings, look for a tab titled “firewall”, “security”, or something similar. 8. Look for an item that says SIP ALG and make sure it is set to disabled. 9. Log out and reboot the gateway. Note: If you have any issues with the steps above, can try calling your ISP customer service number and asking them to disable it for you. How to Use the SIP ALG Detector. 1. Download and run the file that can be found at this link. 2. Afte r installing the detector, it should automatically run (if not, you may need to run the program manually. 3. The test will be run immediately (takes only a second). It will show if SIP ALG is detected or not detected.

Revolutionizing Physical Security for the Modern Era In today’s rapidly evolving security landscape, Physical Security as a Service (PhySaaS) is emerging as a game-changer for businesses seeking comprehensive protection. PhySaaS offers a fully managed, hybrid cloud-based security platform that integrates cutting-edge technologies to safeguard people, assets, and facilities. What is PhySaaS? PhySaaS is an innovative approach to physical security that combines video surveillance, access control, environmental monitoring, and more into a single, unified platform. This cloud-based solution eliminates the need for traditional hardware like NVRs, DVRs, and on-premises servers, replacing them with a more flexible and scalable system. Key Components of PhySaaS • Video Security: High-quality cameras with onboard processing and storage capabilities. • Access Control: Seamlessly integrated systems for managing entry points. • Environmental Monitoring: Sensors for air quality, temperature, and other environmental factors. • Alarm Systems: 24/7 professional monitoring and intrusion detection. • Visitor Management: Streamlined check-in processes integrated with other security features. Benefits of PhySaaS over Traditional Security Systems • Cost-Effectiveness: PhySaaS operates on a monthly recurring charge (MRC) plan, transforming large capital expenditures into manageable operational costs. This model eliminates upfront hardware investments and reduces maintenance expenses. • Enhanced Security and Monitoring: PhySaaS leverages AI for proactive protection and real-time threat detection and response, significantly improving overall security posture. • Scalability and Flexibility: Unlike traditional systems requiring physical upgrades, PhySaaS easily scales to accommodate multiple locations and adapt to changing security needs. • Remote Management and Accessibility: PhySaaS provides a centralized interface for managing all security aspects remotely, enabling security teams to monitor and respond to incidents from anywhere, at any time, using any device. • Automatic Updates and Future-Proofing: Customers benefit from automatic software updates, ensuring the security system remains cutting-edge without manual upgrades or hardware replacements. • Comprehensive Integration: PhySaaS offers seamless integration of various security components, providing a more cohesive and effective security strategy compared to disparate traditional systems. Tips for Transitioning to PhySaaS • For First-Time Buyers: • Assess Your Needs: Carefully evaluate your current security requirements and future growth plans. Identify key areas needing improvement. • Start Small: Consider piloting PhySaaS in a specific area or location before a full-scale deployment. • Prioritize Integration: Ensure the PhySaaS solution integrates with your existing IT infrastructure and other business systems. • Understand the MRC Model: Familiarize yourself with the monthly recurring charge (MRC) model and factor it into your budget. • Gradually Replacing Traditional Security Solutions: • Phased Rollout: Implement PhySaaS in phases, replacing outdated components of your traditional system one at a time. • Hybrid Approach: Run PhySaaS alongside your existing system during the transition period to ensure continuous security coverage. • Data Migration: Plan for a smooth data migration process to transfer historical security data to the PhySaaS platform. • Training and Support: Provide adequate training and support to your security team to ensure they can effectively use the new system. Final Thoughts PhySaaS represents a significant leap forward in physical security technology. By offering a fully managed, cloud-based solution, it addresses many of the limitations of traditional security systems. For businesses looking to enhance their security measures while optimizing costs and operational efficiency, PhySaaS presents a compelling and future-ready option. As the security landscape continues to evolve, PhySaaS stands at the forefront, ready to meet the challenges of tomorrow’s security needs.

What is a Softphone? “Softphone” is a term in the telecommunications industry that refers to a computer-based phone. In other words, a phone service that works through either your internet browser or downloadable software. A softphone can make and receive calls exactly as a traditional desk phone can. It can even replicate many features of traditional key systems such as: • Managing different “lines” (i.e., simultaneous calls) • Transfer, park, and hold • Merging calls • Function keys (for example, dialing other extensions) • Call history • Voicemail • Find me follow me/forwarding settings Are there any advantages to using a softphone over a traditional desk phone? Certainly. Here are just a few: • Hardware Replacement. Traditional desk phones have limited warranty periods, and every model will eventually go out of support by their respective manufacturers. Softphones avoid this issue since they are software, not hardware. While they will need to be updated as new versions are occasionally released (just like any other software), this upgrade can be done digitally, saving time and effort. You do not need to waste time buying and installing new equipment periodically when updates can be done with the press of a button. • Consolidation. If you are working in an office environment, you already have a computer at your desk that is perfectly capable of acting as a phone in addition to serving your other needs. Why waste time, money, and desk space on a secondary device that has less processing power than your PC (personal computers) anyway? • Digital Integration. Have you ever wanted to just click to dial a number from your web browser or excel spreadsheet? This operation is not possible with a desk phone but is simple and easy to do with a softphone. In addition, softphones can integrate with many CRM services such as ZoHo, Sugar, or Autotask in ways that are simply impossible with desk phones. Are there any downsides to using softphones? While there are certainly points of failure with softphone devices, the same could be said for any device, including desk phones. In fact, by analyzing common counter arguments against softphones, we can see that not only do desk phones often have the same issues, but they are often even more vulnerable to them. • What if I have an internet outage? Internet outages are a significant risk for softphones since they cannot function without internet access. However, this is also true of desk phones, assuming they are also utilizing VoIP (Voice Over Internet Protocol), which they should be. (See our article “Don’t Let the Sun Set on Your Copper Wiring” for more information). Analog telephone lines will soon disappear forever, which means all communication in the future will rely on VoIP anyway. Meaning that if your softphone is down, your desk phone would be too. • What if I have a computer error? It is true that computer errors are a failure point for softphones. For example, if your PC encounters fatal errors. In this scenario, your computer cannot make or receive calls. Fortunately, there is a solution. Most VoIP providers (including every option offered by Triton) support mobile apps. You can download the same software to your mobile device and answer calls on your cell phone while waiting for your PC to become fixed. • Does this mean I have to order a headset for my PC? Yes. You will need a device that can transmit and receive audio professionally. We at Triton realize headsets can be expensive. However, this expense is offset by the fact that you are not spending the same amount, or even more, on a desk phone that you may end up ordering a headset for anyway. Headsets are truly the most professional and efficient way to communicate, and there are no restrictions when it comes to selecting the exact device you want for your softphone. Desk phones on the other hand may require special parts to facilitate the headset integration (incurring even more cost and frustration) and/or may only work with certain models, severely limiting your options.

Why do my calls show an incorrect name or location? When you make an outbound call, the call often passes through many carrier networks to reach your destination. Each of those networks has their own private CNAM (caller name delivery) lookup database. They run the number they see you are calling from through their database and use those records to assign a name and location to it. These databases are supposed to update to each other, meaning that when you tell your carrier what name to show, other systems should adopt that name. Most of the time this process works perfectly, but sometimes one or more carriers has an incorrect entry in their database. This can happen for any number of reasons and results in a wrong name being shown to the called party. This is usually the result of an error on the called party’s carrier network. Why do my calls show SPAM or FRAUD labels? This issue is slightly different and results from STIR/SHAKEN guidelines mandated by the FCC to combat the widespread issue of spam calls. While this has resulted in much less unwanted calls overall, these procedures often incorrectly flag legitimate calls also. How can Triton help me with these problems? Asking the people you call you update their carrier’s records of your number is an unprofessional and impractical solution. Fortunately, there is a better way if you are already one of our customers. We can register your numbers with a free service that constantly sends requests to all carriers with the correct information. After a short verification period, this service will go live and help insure that these negative labels do not appear. All we typically need to know is: • The name you would like to show on calls • Employer Identification Number (EIN) • Number of employees How can I get started using this service? Let us know as soon as it is convenient for you. You can call or text us at 714.855.4577 or email us at support@tritoncomm.com. You can also use the contacts page in our website to reach individuals or our support team remotely.

What is a “Hosted UC Solution?” UC stands for “unified communications”. Think of this as your phone system, only more. Instead of simply handling phone calls, a unified solution can handle everything: phone calls, web conferences, faxes, chat, and more. Hosted means the system leverages the power of the internet by locating itself in the cloud, rather than existing on premise in a physical device. You might also hear this being called “cloud-based”. Why should I consider a Hosted UC Solution over a traditional premise based one? Since your system is in the cloud, it is decentralized, making it less vulnerable to physical disasters. For example, even if your office is flooded and loses power/internet, your company can still receive phone calls though mobile and desktop apps in other locations. Even if no one is available to answer due to the emergency, the hosted system will still be able to receive the call and route it to a voicemail, auto attendant, or other destination of your choice, ensuring that you never miss a call. Hosted solutions can also be serviced much more efficiently. Rather than having to wait for your vendor to physically send a technician to your office, you can receive instant remote support. This is because your vendor always has access to the system through the internet, allowing them to immediately troubleshoot any issues and make near-instantaneous programming changes. They also offer the ability to provide all your services on one platform. Traditional solutions force you to pay third party companies for access to many vital services like eFax or video conferencing. By using a hosted solution, you can combine these services into one platform, saving time and money. It can improve your daily efficiency since your staff will not need to learn how to use multiple computer programs or websites to juggle all the different services your business needs access to.

What are ghost calls?  Ghost calls are so named because they are calls where seemingly no one is on the other end. In other words, your phone rings, you answer, say “hello,” but hear nothing in response. Eventually, the call disconnects on its own, as if the other side hung up. Sometimes this happens immediately and sometimes it takes a while. This may lead you to believe that what you experienced was a dropped call or a poor audio quality call—that some legitimate caller was on the other end, but you simply could not hear them due to a technical issue, and they hung up out of frustration or the call broke. While this is certainly possible, it is usually not the case, and there are a few simple ways to tell the difference. What causes ghost calls? Ghost calls are typically caused by malicious spammers. For this reason, they can also be referred to as “spam calls” or “fraud calls.” They are typically made with a computer that digitally calls many random numbers at a time. Therefore, there is no real human on the other end manually calling you. The spammer could be trying to probe your telephone network for security vulnerabilities, or they could be simply trying to find out what telephone numbers are in use so they know if they can safely spoof their caller ID using your number later on without getting caught. What can I do to prevent this from happening? The best way to deal with spam calls is to simply block the number. Most VoIP (Voice over IP) communication solutions allow users to dynamically block incoming calls on a per number basis. You should contact your VoIP provider for more information on how this can be done. If you are one of Triton’s customers, this information can be found here: (link to Wildix info page/guide on blacklisting calls). What is the difference between a dropped call or no audio call and a ghost call? Typically, if you are experiencing dropped calls or poor-quality calls (such as loss of audio), you will at least hear something from the other end. For example, it is much more common to have a conversation with someone where every other word cuts out as opposed to one where you hear nothing from the very beginning. Similarly, if you experienced a call drop, you probably talked to a real person for at least a few seconds before the call ended. A ghost call will not have this behavior. You will hear complete silence, not even background static or dead air. Another dead giveaway is if the call comes from a number that you do not recognize. Even if you are 100% sure the call came from a legitimate number, it may still be a ghost call since spammers can spoof caller IDs. You could try calling the known associate back and asking if anyone experienced a phone issue while trying to reach you. Lastly, the cause is a lot more likely to be a technical problem if this happens on every call, rather than intermittently. What if I am sure it was a dropped or loss of audio call? You should report this to your VoIP provider. If you have already performed troubleshooting steps and know for sure that the call was not a ghost call, be sure to let them know and explain why. It will save time during their investigation and lead to a faster resolution. For example, if your VoIP provider knows your customers are calling back to complain about the poor service, they will know the issue is not ghost calls.

Love Your Phone?  Take Your Business Phone Anywhere with Your Smartphone In today’s mobile-driven world, staying connected to your business is more important than ever. With the right tools, you can take your office phone experience on the go. Integrate your business phone system into your mobile lifestyle. The Freedom of Mobility Imagine having the ability to make and receive business calls from anywhere, all through your smartphone. By utilizing VoIP apps or business communication platforms, you can keep your professional connections active, whether you’re in the office, at home, or on the road. This flexibility enhances productivity and ensures you’re always reachable. Setting Up Your Business Phone on Your Smartphone To get started, check if your business phone system supports mobile integration. Many providers offer apps that allow you to link your desk phone to your smartphone. This way, you can access your work contacts, manage voicemails, and even use your business number to make calls directly from your mobile device. Prioritizing Security While enjoying the convenience of mobile access, it’s essential to prioritize security. Use strong passwords and enable two-factor authentication for your apps to protect sensitive business information. Ensure your smartphone is regularly updated to safeguard against vulnerabilities. Your business communications deserve the highest level of security. Maintaining Professionalism When using your smartphone for business calls, maintaining a professional image is crucial. Make sure you’re in a quiet environment during calls, and consider using a headset for clearer audio. Apps often allow you to customize your caller ID to display your business number, ensuring that clients and colleagues always recognize your calls. Taking your business phone anywhere on your smartphone not only enhances your connectivity but also boosts your productivity. By integrating your business phone system with mobile technology, you can stay in touch with clients and colleagues effortlessly. Embrace this flexibility and ensure you remain professional, secure, and accessible no matter where your work takes you. For more insights and solutions, give us a call.

In today’s hyper-competitive digital age, customer experience (CX) has emerged as a paramount factor for business success. The sheer volume of choices available to consumers has empowered them to demand seamless, personalized, and truly exceptional experiences.  Read to the end for a short story on how this works. A subpar CX, characterized by frustrating customer journeys, can quickly erode brand loyalty and drive customers into the arms of competitors. Key indicators of a poor CX include: Navigational Nightmares: Cluttered websites, confusing interfaces, and broken links create frustrating user experiences, leading to high bounce rates and abandoned carts. Unfulfilled Promises: Products or services that fail to meet customer expectations, whether in terms of quality, functionality, or delivery, breed disappointment and dissatisfaction. Sluggish Customer Service: Slow response times, unhelpful agents, and convoluted resolution processes leave customers feeling frustrated and undervalued. Irrelevant Marketing Bombardment: Constant bombardment with irrelevant emails, push notifications, and social media ads can quickly annoy customers and damage brand perception. To thrive in this demanding environment, businesses must prioritize a robust CX strategy. Key indicators like: Mapping the Customer Journey: A comprehensive understanding of the customer’s journey is crucial. By meticulously mapping each touchpoint, from initial awareness and research to purchase, post-purchase support, and ongoing engagement, businesses can identify pain points, bottlenecks, and areas for improvement. Techniques like customer journey mapping, customer feedback surveys, and customer interviews can provide valuable insights into customer perceptions and experiences. Embracing Technology: Self-Service Options: Empowering customers with readily available self-service options, such as comprehensive FAQs, searchable knowledge bases, and interactive chatbots, is paramount. Studies indicate that 79% of consumers expect easy access to self-service resources. Voice Recognition Technology: Integrating voice assistants and chatbots with natural language processing capabilities enhances customer interactions, providing quick and convenient resolutions to common inquiries. Data-Driven Personalization: Leveraging customer data to personalize interactions across all touchpoints is crucial. This includes personalized product recommendations, targeted offers, and proactive communication based on individual customer preferences and behavior. Streamlining Operations: Optimizing internal processes and improving organizational efficiency are essential for delivering a seamless customer experience. This includes streamlining order fulfillment, minimizing wait times, and ensuring clear and consistent communication across all departments. Cultivating Customer Loyalty: Offering exclusive rewards, personalized experiences, and early access to new products and services can incentivize repeat business and foster long-term customer relationships. Recognizing and acknowledging customer feedback, both positive and negative, demonstrates a commitment to continuous improvement. Several key trends are shaping the future of customer experience: Voice Interaction: The rise of voice assistants and voice search is transforming customer interactions. Businesses must adapt to this shift by optimizing their websites and customer service channels for voice search and voice commands. Borderless CX: As businesses expand, the need for seamless cross-border customer support becomes increasingly critical. AI-powered translation and voice enhancement technologies can break down language barriers and provide consistent around the clock customer support across international markets. Data-Driven Insights: Advanced analytics, powered by machine learning and artificial intelligence, are crucial for extracting valuable insights from customer data. This data can be used to predict customer behavior, identify areas for improvement, and personalize the customer experience at scale. Omnichannel Harmony: Creating a seamless and consistent customer experience across all touchpoints (website, mobile app, social media, phone, email, in-store) is paramount. Customers expect consistent and personalized experience regardless of the channel they choose to interact with. Proactive Customer Service: Moving beyond reactive customer service to a proactive approach that anticipates customer needs and addresses potential issues before they arise is crucial for building strong customer relationships. See how InnovateTech improved their CX: InnovateTech, a small software company, faced growing competition. To thrive, CEO Sarah recognized the need for a cutting-edge CX strategy. Inspired by the potential of voice technology, she introduced an AI-powered voice assistant on their website. This immediate improvement boosted customer satisfaction by 30%. Emboldened by their success with clients in different time zones, why not provide support at all hours. So, InnovateTech implemented a Borderless CX platform with AI-powered translation capabilities. It leverages technology with voice enhancement to ensure effective communication with those who speak different languages. This enabled the company to provide 24/7 customer support, enhancing customer satisfaction and breaking down communication barriers. To create a truly seamless customer experience, InnovateTech integrated its various communication channels, including website chat, email, phone, and social media, into a unified omnichannel platform. This allowed customers to seamlessly transition between channels, ensuring a consistent and personalized experience regardless of their preferred method of communication. This provided visual mapping and insights of the customer journey at each touch point from initial awareness to post purchase support with innovateTech. Leveraging the data gathered from these initiatives, InnovateTech invested in advanced analytics tools like Artificial Intelligence and Machine Learning to go beyond the traditional business intelligence tools from this past decade. These tools went beyond basic reporting, uncovering hidden patterns in customer behavior, forecasting future outcomes and enabling proactive problem-solving solutions. It’s helping InnovateTech to make quicker business decisions. Finally, to foster long-term customer relationships, InnovateTech launched a loyalty program that rewarded customers for their engagement. This program offered exclusive discounts, early access to new products, and personalized rewards, incentivizing repeat business. Customer retention increased 29% InnovateTech is no longer just surviving; they are thriving! Remember, customer experience is paramount. These trends highlight the growing importance of AI, data analytics and personalization in shaping the future of customer experience while maintaining a focus on human centric engagement. By focusing on these key trends and implementing a data-driven approach, businesses can build lasting customer relationships and gain a significant competitive advantage.”