Thursday, April 26, 2007

Using Visual Rapport's Instant Messaging (IM) to Increase Productivity

At first it seemed to be a teenage fad, with teenagers latching on to Instant Messaging (IM) as a way to network and communicate with friends in real time. However, the growing popularity of IM in organizations is raising questions as to whether IM can be used to maximize the bottom line.


The use of IM in organizations provides users with a tool to discuss ideas and solutions seamlessly without interrupting other activities. IM can be used to discuss projects, exchange ideas, and transfer files unobtrusively. IM eliminates short internal inquiries from cluttering email, and allows users to share information instantaneously in real time.


Instant messaging can also be beneficial where quick and immediate contact is crucial to a project or situation. In reception environments, the benefits of instant messaging are limitless, with the ability to announce callers, or redirect callers as required.


Because IM is intuitive and easy to install, most organizations can be up and running with little training. Instantaneous communication is essential in many organizations that require frequent real time collaboration. IM can minimize the number of times personnel need to get up from their desk and meet face to face.


Visual Rapport removes the security risks that are inherent in peer-to-peer solutions. Visual Rapport is a client/server application therefore organizations benefit from the productivity enhancements that IM enables, while remaining diligent against security risks such as viruses, and the possibility of sending confidential information externally. Implementing a standardized instant messaging environment, with controls to limit IM capabilities, organizations can benefit from the addition of IM as a communications tool.


Visual Rapport provides the added benefit of integrated desktop telephony control in conjunction with instant messaging. Deploying Visual Rapport with IM within an organization assures secured communication, improves collaboration and increases productivity.


RSI is recognized as an industry leader in the field of communication management. The communication management product portfolio includes tailored integration to the most popular switching and network manufactures. RSI has been granted Nortel Developer Partner status with recognition for its core portfolio as Compatible Products.


See: www.telecost.com/nortel

Effective Custom Call Routing Can Produce Big Profits!

A Custom Call Routing (CCR) tree contains paths that callers that navigate through using their telephone sets. By selecting a CCR option, callers can be provided with automated messages, transferred to a particular extension or department, or directed to sub menus for more specific information. A properly defined CCR tree can free up internal resources for other tasks and enhance productivity.

The typical goal in configuring a CCR tree is to be able to handle calls more efficiently, and allow callers to get to their required destination quickly. Setting up a CCR tree involves considerable planning to determine the desired results. Organizations usually take the time to identify frequently called departments and numbers, promote various goods and services and route overflow calls to other call centers.

However, once a CCR tree has been configured it is often difficult to measure its effectiveness. Are callers really getting to their desired destinations, or are they simply opting to exit the tree by hitting a “0” prompt for a receptionist? Are callers being frustrated by an endless loop of prompts? Are callers dropping off and hanging up?

By offering Nortel BCM customers enhanced communication management reporting tools, Resource Software International Ltd. (RSI) is able to give customers the ability to measure the effectiveness of their call routing. The metrics obtained from the phone system allow customers to analyze and fine tune a CCR thus enhancing the customer experience. These metrics are also used to determine how effectively internal resources are being utilized and levels of customer satisfaction.

You cannot manage what you can not measure! By analyzing CCR tree statistics on a regular basis, organizations can adapt to changing trends, and improve customer service levels.

RSI is recognized as an industry leader in the field of communication management. The communication management product portfolio includes tailored integration to the most popular switching and network manufactures. RSI has been granted Nortel Developer Partner status with recognition for its core portfolio as Compatible Products. See: www.telecost.com/nortel

Thursday, April 19, 2007

RSI Proudly Announces participation in Heatwave Durham 2007 For the Sick Kids Foundation

On June 16, 2007 Resource Software International (RSI), will participate in Durham's Largest Beach Volleyball Event for childhood cancer research at SickKids.

For the first time, RSI will participate in the annual event that is being held for the first time in Durham Region. RSI is committed to its customers, and the community. "We're excited to be able to particpate in the Heatwave VolleyBall tournament for SickKids" says Sonia Salomone, Marketing Manager at RSI. The staff at RSI has always committed to supporting the SickKids Foundations through various corporate activities. "We support the SickKids foundation, and the outstanding work that they do."

Heatwave Toronto 13th Anniversary Event on Saturday July 14th and Sunday July 15th attracts over 300 corporate teams from the GTA and surrounding areas while the Heatwave Vaughan 2nd Anniversary Event on Saturday June 23rd and Sunday June 24th attracts over 70 corporate teams from York Region and the GTA. Heatwave Durham in Oshawa First Annual Event on Saturday June 16th will attract corporate teams from Durham Region and the GTA. Teams can compete in 1-day or 2-day Recreational and Competitive Tournaments

The funds raised from these incredible HEATWAVE Events support The James Fund at SickKids. James was 8 years old when he passed away from neuroblastoma, a deadly childhood cancer of the central nervous system. James knew that there was little that could be done for him but was more concerned that no other kids would die of this disease. Before James died, he knew that a Research Fund in his name was established at The Hospital for SickKids. "I will always be fighting cancer!" said James. We hope you will join us in fulfilling James' words.

SickKids is a world leader in research and treatment of Childhood cancer. SickKids is also Canada's premier children's hospital and research centrer.

Resource Software International Ltd. (RSI), is a leading provider of a complete line of communications management solutions (CMS) including call accounting, hotel billing, computer-telephony integration, web based call-accounting, telephone reporting and screen pop applications.

For more information: http://www.heatwaveevents.com/, or www.telecost.com

CTI and Call Accounting for Centrex

Visual Rapport for TAPI can now provide the same call control features available on your PBX on Centrex lines.

Utilizing a Visual Rapport for TAPI.

Wednesday, April 18, 2007

RSI Enhances Call Center Control for Nortel Telephony Platforms

Visual Rapport, a comprehensive desktop productivity console, is a unique solution for unified communication including screen pop, call routing, employee status, instant messaging, email, file transfer and call accounting. The solution is deployable in standard TAPI environment and tailored for Nortel Norstar and BCM through LAN CTE.

Visual Rapport employes dynamic scripting to allow customers the flexibility of popping into web pages, database records or launch other applications. Scripting is now available for all telephony functions including on hold, off hold, call answer, ring, caller id, call transfer and call release. This powerful feature allows Visual Rapport to act manually or automatically on call status. Imagine a call from a specific supplier that is routed directly to purchasing? Perhaps, a call has been on hold too long and Visual Rapport can reroute it back to the attendant.

RSI is recognized as an industry leader in the field of communication management. The communication management product portfolio includes tailored integration to the most popular switching and network manufactures. RSI has been granted Nortel Developer Partner status with recognition for its core portfolio as Compatible Products.

See: www.telecost.com/nortel

Tuesday, April 17, 2007

BCE confirms talks of possible sale

Last Updated: Tuesday, April 17, 2007 10:09 AM ET
CBC News

After weeks of takeover rumours, Bell Canada's parent company said it is "reviewing its strategic alternatives." That could include a possible sale of the company.

Leading the group of pension funds are the Canada Pension Plan Investment Board, the Caisse de dépôt et placement du Québec and Canada's Public Sector Pension Investment Board.

Also in the mix is Kohlberg Kravis Roberts and Co., a New York-based private equity firm.

There was no mention of the Ontario Teachers' Pension Plan, which has been frequently mentioned as a possible suitor. Teachers' is BCE's largest shareholder, with just over five per cent of the stock.

BCE said that it will ensure it remains Canadian to meet foreign ownership restrictions. Canadian law requires that the majority owners of telecom companies be Canadian.


The company added that "it will continue to explore all other opportunities" and said there's no assurance that any deal will result.

Taking the company private would mean an end to BCE trading on the Toronto and New York stock markets. It is one of the most widely held stocks in Canada.

Until takeover speculation ramped up in the past few weeks, BCE shares had languished on the stock markets, showing little growth over the previous five years. That was in stark contrast to the shares of rival telecom companies Telus and Rogers Communications.

That poor performance was one of the reasons BCE shareholders were pushing for some action to "enhance shareholder value" — market shorthand for boosting the stock price.

News of a possible deal powered BCE shares to a five-year high on the TSX Tuesday. The stock was at $38.35 in morning trading, up $2.09.

If BCE does do a deal, it would be one of the biggest in Canadian corporate history. Based on its closing price of $36.26 Monday, BCE was worth $29.3 billion. If reports that BCE would be looking for $40 a share are true, that would make a BCE deal worth more than $32 billion.


Monday, April 16, 2007

Nortel Duels with Cisco over VOIP for SMBs

By Paula Musich
April 16, 2007

On the heels of Cisco Systems' launch of new integrated networking products for small businesses, Nortel Networks will follow suit on April 16 with its new My Business campaign.

Both companies in their respective small-business initiatives believe small businesses have the same communications requirements as big business without the IT staff or resources to support the infrastructure. Both also designed products specifically for small business.

But Nortel officials claim Cisco with the initiative it launched at its Cisco Partner Summit on April 3 is "duplicating a strategy we already put in place last year," according to Net Payne, vice president of North American marketing for Nortel, in Research Triangle Park, N.C.

The other difference Payne said he sees is that "the ability to be a profitable Cisco channel partner is difficult. We're focused on partner profitability."

Toward that end the new offerings, which combine VOIP (voice over IP), data networking, wireless and unified messaging functions, will be delivered with "a set of demand generation and partner incentives and promotions for end customers to drive their evolution to IP," said Payne. Nortel also added training for channel partners to help get them up to speed on the My Business campaign.

On the feature front, both companies are offering small-business customers VOIP, data networking options, wireless connectivity and unified communications. How those are packaged differs.

Nortel, for its part, will initially offer five bundles based on existing hardware with software upgrades that set the stage for more unified communications capabilities planned for launch later this year, according to Mike Segura, director of SMB and data marketing programs for Nortel in Richardson, Texas.

PointerTo read more about Nortel's SMB offerings, click here.

And unlike Cisco, Nortel will offer small businesses a choice of using either an IP-PBX hardware base or a digital (TDM) PBX that can be converted to an IP PBX with a software upgrade for VOIP traffic, Segura said.

The five packages include an IP telephony package that supports four to 50 users and includes station licenses, trunks, voice mail and unified messaging for $453 per user. The SMB LAN and WAN Starter Kit is aimed at easily creating a data network with switching for up to 12 users with POE (power over Ethernet), secure routing and WLAN (wireless LAN) support for $1,775.

Two other packages are aimed at Nortel service provider channel partners and are intended to allow them to build out managed LAN/WAN services. They build on the SMB LAN WAN starter kit by using a larger router while still offering switching for up to 24 users with POE and WLAN support. One option includes a virtual private network capability priced at $4,120; the other does not and is priced at $3,320.

Those packages "incorporate our Nortel Secure router product that does [quality of service] monitoring for service provider resellers and SMBs who want proactive QOS monitoring," said Segura.

An SMB Converged LAN and WAN Starter Kit with VPN support for 50 or more users is intended for managed services offerings that support locations with more than 50 users. It is priced at $4,520. All prices are suggested manufacturer's retail prices.

On top of those packages, Nortel will offer its channel partners maintenance, software upgrades, support and installation services for those packages to complement the partner's services.

"What we're trying to do here in creating these bundles is laying a data networking and IP telephony foundation for our unified communications initiative. We have to get foundational data networks adopted by customers and new channel partners in preparation for more to come in the unified communications space," Segura said.

All five of the new bundles are pre-engineered to make it faster and easier for channel partners to sell the technology to small businesses. To further that aim, Nortel also added a new tool to help channel partners that combines the functions of its Web-based sales coaching tool and quote builder tool.

The packages and new tools are due mid-May.

Pointer Check out eWEEK.com's VOIP & Telephony Center for the latest news, views and analysis on voice over IP and telephony.

Friday, April 13, 2007

RSI Offers Nortel Customers Enhanced System Speed Dial

tools CTI Pack Fast Dial allows Nortel BCM and Norstar customers to add up to 10,000 additional system speed dials to their telephone system. Customers can associate a description and/or name with each speed dial number. Calls can then be placed by dialing the Fast Dial feature code on the set and then entering Fast Dial Number or its corresponding description/name (i.e. dial-by-name).

Bell Canada Files for Deregulation of Local Phone Services

Canadian Press

MONTREAL — Bell Canada is applying for deregulation of its local telephone services in six of Canada's largest cities, a move that could lead to price wars.

Canada's largest telephone company, a division of BCE Inc., said Thursday it has filed for “forbearance from regulation” of local phone service in Toronto, Montreal, Ottawa-Gatineau, London, Ont., Hamilton and Quebec City.

The application follows the April 4 announcement by Industry Minister Maxime Bernier that telecom companies can seek relaxation of price regulations and other restrictions in areas where significant competition exists from cable television companies and other emerging providers.

The new rules, effective April 18, enable traditional phone companies to apply to the Canadian Radio-television and Telecommunications Commission for deregulation wherever business customers have a choice between at least two phone providers with their own networks, and wherever residential users have a selection of at least three providers, including cellphone network operators.

Existing price-regulation and marketing safeguards will continue in regions with little competition.

Telus Corp. filed Wednesday for local phone deregulation in Vancouver and Edmonton, and said it intends to file additional applications for other major markets in the near future.

Bell Aliant Regional Communications Income Fund has also applied for deregulation in the Halifax area.

The Conservative government's move last week came against resistance from the CRTC, whose rules were intended to handicap the big phone companies until they lost 25 per cent or more of phone users to competitors.

Thursday, April 12, 2007

RSI Attacks Toll Fraud On Nortel Telephony Platforms

Toll fraud is the fradulent, unauthorized use of a company's telephone system by a third party. Toll fraud can cost companies thousands of dollars in fradulent telephone activity and often occurs undetected until after it has occurred.

RSI offers customers several options to assist in taking a proactive approach in preventing toll fraud. Shadow CMS CAll Accounting can be deployed in virtually any telecommunications environment in order to regulary track telephone activities and identify anomalies.

Norstar and BCM customers can also benefit by deploying tools CTI Pack as a standalone application or in conjunction with Shadow CMS. tools CTI Pack provides user programmable set and line restrictions for maximum cointrol of every telephone call. There are no limits to the number of unique dialing restircions. Restricitions can be programmed to vary by time of day, line, and phone number. Forced and verified account codes can be used together with dialing restricions to assist in preventing toll fraud.

RSI is recognized as an industry leader in the field of communication management. The communication management product portfolio includes tailored integration to the most popular switching and network manufactures. RSI has been granted Nortel Developer Partner status with recognition for its core portfolio as Compatible Products.

See: www.telecost.com/nortel

Wednesday, April 11, 2007

Monday, April 9, 2007

RSI Joins The ShoreTel Developer Network

OSHAWA, ONTARIO, CANADA - April 4, 2007 - Resource Software International Ltd. (RSI), announced today that it had officially become a member of the ShoreTel Developer Network.

The following represent some of the key solutions offered by RSI that function with ShoreTel IP PBX platforms.

Shadow CMS - Fully scalable solution providing sophisticated CDR reports allowing administrators to forecast, monitor and allocate communications management expenses. Shadow gives managers metrics for facility planning, customer service, and has accurate bill back capabilities.

Revolution Web Call Accounting – The most dynamic 100% browser based communications solution available. Revolution Web can be used across many vertical markets including general business offices, hospitals, universities and organizations that need to allocate telecom costs to various individuals, departments or cost centers. It can also be used to monitor telephone productivity of each employee in the company.

Visual Rapport – a PC console that allows users to have a real-time view of employee telephone statuses. Visual Rapport also features desktop dialing capabilities, instant messaging, e-mail, screen pop, call logging and file transfer all under one roof.

About ShoreTel
ShoreTel is a leading provider of IP telephony solutions worldwide and well known for exceptional customer satisfaction. ShoreTel's unique architectural approach to IP telephony delivers unmatched reliability, scalability and manageability, plus a user interface that sets the standard for ease-of-use.

About RSI
Founded in 1990, Resource Software International Ltd. is a developer, manufacturer and distributor of leading edge computer telephony management solutions. The company offers a wide range of other products including: call accounting, hotel/motel management, carrier comparisons, invoice analysis, telemanagement and rebilling outsourcing services. RSI has distributors in North America, Europe, Caribbean and Middle East.

Information about RSI, its products and the company's maintenance program can be found on the World Wide Web at http://www.telecost.com/

Thursday, April 5, 2007

RE: RSI Blog - In VoIP, Cisco thinks small to go big

http://newsroom.cisco.com/dlls/2007/prod_040307.html?CMP=ILC-001

RSI Blog - In VoIP, Cisco thinks small to go big

Cisco VoIP Telephony Solutions Catalog Spotlights RSI

http://www.techguideonline.com/voip/datasheet.php?ds=10

RSI joins the ShoreTel Developer Network to Provide Call Accounting To Mutual Customers.

OSHAWA, ONTARIO, CANADA - April 4, 2007 - Resource Software International Ltd. (RSI), announced today that it had officially become a member of the ShoreTel Developer Network.

The following represent some of the key solutions offered by RSI that function with ShoreTel IP PBX platforms.

Shadow CMS - Fully scalable solution providing sophisticated CDR reports allowing administrators to forecast, monitor and allocate communications management expenses. Shadow gives managers metrics for facility planning, customer service, and has accurate bill back capabilities.

Revolution Web Call Accounting – The most dynamic 100% browser based communications solution available. Revolution Web can be used across many vertical markets including general business offices, hospitals, universities and organizations that need to allocate telecom costs to various individuals, departments or cost centers. It can also be used to monitor telephone productivity of each employee in the company.

Visual Rapport – a PC console that allows users to have a real-time view of employee telephone statuses. Visual Rapport also features desktop dialing capabilities, instant messaging, e-mail, screen pop, call logging and file transfer all under one roof.

About ShoreTel
ShoreTel is a leading provider of IP telephony solutions worldwide and well known for exceptional customer satisfaction. ShoreTel's unique architectural approach to IP telephony delivers unmatched reliability, scalability and manageability, plus a user interface that sets the standard for ease-of-use.

About RSI
Founded in 1990, Resource Software International Ltd. is a developer, manufacturer and distributor of leading edge computer telephony management solutions. The company offers a wide range of other products including: call accounting, hotel/motel management, carrier comparisons, invoice analysis, telemanagement and rebilling outsourcing services. RSI has distributors in North America, Europe, Caribbean and Middle East.

Information about RSI, its products and the company's maintenance program can be found on the World Wide Web at http://www.telecost.com/

Wednesday, April 4, 2007

Visit Resource Software International Ltd. (RSI) at Global Connect 2007

Join Resource Software International Ltd. (RSI) at Booth 642 in the Exhibit Hall at Global Connect 2007, June 10-13 in Tampa, Florida.

RSI will be featuring our latest communication management solutions for every enterprise including call accounting, hotel billing, unified messaging, desktop console, switch management and traffic analysis solutions. RSI will showcase our latest solutions exclusively for Nortel Networks communication servers.

Global Connect 2007, presented by the International Nortel Networks Users Association (INNUA), is keeping you ahead of the curve with the latest information on Nortel technologies, VoIP and multi-media, convergence planning, unified communications, business administration and more. If your company has Nortel installed or is moving to a Nortel voice or data infrastructure, this is an event you cannot miss.

Choose from nearly 200 workshop slots presented over four days, complemented by exciting networking opportunities allowing you to meet and mingle with nearly 2,500 Nortel professionals from around the globe. And if you're looking to explore the latest solutions and innovations in the industry, the Global Connect Exhibit Hall is a one-stop location showcasing technologies from more than 130 leading companies including Resource Software International Ltd. (RSI).In the Global Connect 2007 Exhibit Hall you'll hear all about the latest developments from Resource Software International Ltd. (RSI), Nortel and other top Nortel solution providers. We invite you to enjoy face-to-face time with experts in innovations and solutions compliments of Resource Software International Ltd. (RSI) to learn how you can get the most out of your existing products and others that you could integrate into your Nortel infrastructure.

EXTENSIVE NORTEL TRAINING OFFERED
In addition to the solution packed Exhibit Hall, INNUA's Global Connect 2007 also offers a comprehensive education program where you can learn new tips and techniques from fellow Nortel users and industry experts. Global Connect 2007 also provides numerous opportunities to mingle with other telecom and IT professionals.

Expand your Global Connect experience and register for four career-enriching days, allowing you to:

  • Choose from nearly 200 workshops featuring user-driven Nortel training
  • Share challenges and solutions with other Nortel users
  • Hear Nortel's direction straight from Steve Slattery, Nortel's Enterprise Solutions and Packet Networks Group Lead
  • Add on a certificate program to leave Global Connect with a new credential (additional fee required)
  • Access more than 100 Nortel solution providers in the Global Connect Exhibit Hall

Register today for Global Connect 2007 and learn how to get the most out of your Nortel investment! Review the flexible registration packages that are available to accommodate a variety of schedules and budgets. Plus, if you register by May 4th you'll receive early bird savings of more than $150 USD off registration. Please choose source code EM03 when you register.

REGISTER NOW FOR THE EXHIBIT HALL ONE-DAY PASS FOR JUST US $75
If you can only join us for a day, this is the pass for you! To register for your Exhibit Hall One-Day Pass, please visit http://www.innua.org/global_connect/2007/Registration/. In step 4 of the registration process, enter offer code 73595 where it reads "If you received an offer code from an exhibitor, enter it here." The cost is just US $75 and will allow you to experience all the Exhibit Hall has to offer.

Event Listing:

INNUA's Global Connect 2007

Keeping You Ahead of the Curve

June 10-13, 2007

Tampa Convention Center

Tampa, Florida

Visit Resource Software International Ltd. (RSI) at Booth 642 in the Exhibit Hall at Global Connect 2007.

Register today for Global Connect 2007 and join thousands of fellow Nortel users in beautiful Tampa, Florida. Global Connect 2007 will keep you ahead of the curve with access to top-notch training, Nortel executives and product experts, hundreds of key industry vendors and fellow professionals from around the globe.