Come and Join Us for Coffee
Beginning on Friday, July 12, 2013, BTS will be offering complimentary coffee and
doughnuts for our customers each Friday from 7:30 to 8:30 a.m. Stop by our office
and say "hi" on your way to work, and get your day off to a sweet start!
If possible, please email Julien Burkhalter to let us know you are coming so that
we can be sure to have plenty for everyone. Julien's email address is
We're looking forward to seeing you!
Technology at a Glance
What Are Managed Services,
Should You Care?
The technologies we all use in our businesses have evolved greatly over the last
Some of the systems and services which have become critical to businesses did not
exist before that time. We could not have imagined some of these tools, but now
they can be a very important component of the ways we communicate with and provide
services for our customers. The pace of change in technology is accelerating, and
a company's ability to choose the best solutions, and manage these solutions, is
getting decidedly more difficult as the complexity grows.
At BTS, we decided we must find a way to counter these complexities for our customers
and help our customers navigate the choices they are facing. Technology is a tool,
and you should only embrace it if it makes you more profitable or provides you with
a competitive advantage in your marketplace. We designed our "Managed Services"
products as a bundle of services required to ensure that our customers get the maximum
benefit from technology. These bundled services can include any of, but are not
limited to, the following items:
- Hardware as a Service (HaaS) and Software as a Service (SaaS) –
By providing hardware and software to our customers for a monthly fee, we can conserve
our customers' capital budget and move the costs into expense. Also, because the
burden of ownership is shifted to BTS, we can protect our customers from one of
the biggest possible risks of technology: obsolescence.
- Service Desk Access – Some of the Managed Service offerings
include unlimited access to the trained technical staff provided by the Service
Desk. This provides our customers' employees with nearly instant access to Tier
One support so that we can quickly address many of the most common issues and get
your employees back to work.
- Remote or Onsite Remediation – Depending on the plan chosen,
Managed Service offerings will include unlimited remote or onsite remediation of
issues with your technology. This allows BTS to become your IT Department or function
as an extension of your in-house team, providing a greater depth and breadth of
services while providing you with a predictable support budget.
- 24 x 7 System Monitoring – Our Network Operations Center
can monitor a customer's servers and other devices and alert when any anomalies
are noticed. In most cases, the NOC can also address issues remotely before they
affect service. While we can never prevent a catastrophic systems failure, we can
shift the odds in our customers' favor against such an event.
- Regularly Scheduled Meetings – All of our Managed Services
can expect us to schedule regular meetings in which we provide information about
services provided, give the customer a current status of the systems, and plan for
changes in the technology moving forward. It is important that we talk with our
customers strategically about their plans so that we can align the technology with
the customer's business needs.
Traditionally, we have all made decisions based on lowest purchase price and then
waited for something to break so we are forced to scramble around to try to rectify
the problem. With Managed Services, we can transition from the traditional model
to a proactive model where we can predict the actual cost of ownership for the technology
and manage the systems to keep them functioning at optimal levels. When an issue
does occur, we have the resources to address the issue and get your team back to
full productivity as quickly as possible. We can also spend the time to work with
you to ensure you get the maximum return on your technology investment.
If you would like more information on our Managed Services offerings, please explore
our homepage at www.askbts.com,
or call our office and ask to speak to one of our
Customers Are Asking About...
How often do you say to yourself something along the lines of, "If I could only..."?
We hear all sorts of requests on a monthly basis at BTS. By far the most common
Off-Site Data Back-Up – Most businesses have "some" sort
back-up. Most frequently we see the tape unit built into the server, with the original
tape still there. Yikes! Tapes need to be replaced periodically, rotated, and
taken off-site. This rarely happens. Also, recovering from a tape is not without
risk and challenge. Hence, owners and IT Managers are asking for off-site, secure,
automated back-up services. This eliminates the human element in protecting your
data and is the "first" step toward Disaster Recovery. Call us today if you need
to be more secure.
Faster Internet – Who doesn't want faster Internet? Data
cloud, training on the web, video conferencing, and Log-in Application Servers all
are placing an increasing need for greater bandwidth. BTS can find cost-efficient
ways to increase your web connection and get those emails processing faster. We
are the fiber Internet and coax specialists. We can even create a secondary route
as a back-up. Be the hero of your office. If you have a need for speed –
Managed Services – Managed services means different things
people. Overall, it is eliminating a large capital expenditure and replacing it
with a monthly expense. In a tough economy, few businesses can afford to budget
for new telephone systems and data network servers/expansion. Managed Services
will allow you to upgrade and replace your technology, all for a fixed monthly value
that is treated as an expense! Most programs even include technical support and
new equipment over time. Forget buying new stuff – make it a Managed Service!
see What Are Managed Services, and Why Should You Care? for
The Perils of Buying Direct from the Phone and Cable Companies
If you have watched any TV recently, you have seen that the phone and cable companies
have a push based around how much money they will save you. What they don't tell
is how much it will change your communication systems like your fax, credit card processing, and even your phones. We have time and
again seen where a carrier, promising great savings, will drop their equipment into
a business, do a roughshod job of hooking everything up, and then walk away from
BTS recently ran into a small pharmacy that was sold an IP system with promises
that it was going to save the owner lots of money every month. What the carrier
did not mention was that doing so would disable the pharmacy's credit card processing
and that they would hook up the wrong phones. The carrier also disconnected the
fax and would not return in less than a week to reconnect it. This pharmacy was
not the ideal business to deploy voice over IP (VOIP) into.
The promise of savings can be a strong motivator, but it comes with some cautions.
Many carriers do not take the time to truly understand businesses' needs and infrastructure.
They also contract the majority of their technical expertise, leaving little accountability
or continuity of service with long response times.
To avoid events like this and general issues with conversions, please contact BTS We can advise, coordinate, and generally
assist in any changes that are being made.
How do I...?
One of the most frequent "How do I..." calls that we receive here at BTS is, "My
system time is wrong! How do I fix it?" For many of the phone systems we sell,
maintain, and service, it's an easy fix that you can do yourself. Just follow
- Go to our website,
- On the left of the screen you will see a list of different phone system types. Click
the name of your phone system.
- Follow the step-by-step instructions given.
If you are not sure what type of phone system you have, or if your system does not
appear on the list, feel free to either email us at
firstname.lastname@example.org or to call the BTS Service Department at 205-290-8301.
A BTS technician can assist you by either determining your system type or helping
you with your time change remotely. Please note that service fees may apply.
Helpful Hints for Operators
As the person who answers the telephone, you are quite literally the voice of your
company. You have the opportunity to make that all-important positive initial impression
on first-time callers, and you have the power to make every call afterward the rewarding
experience for your customers that it needs to be. Here are a few helpful hints
for operators and for anyone else who answers a phone regularly.
- Be prepared. Before calls start coming
in each day, spend a few
moments preparing yourself and your work area. Your phone should be located in
a convenient, easily accessible spot on your desk. You do not want to knock over
a cup or a stack of papers, or catch the phone cord on a speaker, every time you
answer the phone. If you use a headset, put it on and make sure it is charged.
Be sure that you have any supplies you may need handy—a note pad and pen or
any necessary windows you may need open on your desktop, cheat sheets (an employee
name and extension list, a list of frequently-called numbers, a quick guide to using
your phone, etc.), a planner or desk calendar, and so forth. These tools will help
you to be efficient and ready and able to assist your callers. It is also a good
idea to have a bottle of water to sip from nearby so that your voice is always crisp,
clear, and easy to understand. Refrain from chewing gum or eating while you are
on phone duty; if something is obstructing your mouth, you will be more difficult
to understand, and you will come across as less than professional. Just before
you answer a call, take a deep breath—this will help you to sound more relaxed—and
smile! The caller will be able to hear the smile in your voice. If you take the
time to prepare yourself and your workspace to take calls, you will be able to do
your job more effectively and give the best possible impression of yourself and
- Script your greeting. You do not need
to say exactly the same
thing every time you answer the phone; no one wants to talk to a robot! Rather,
focus on following a general format that has certain important elements always in
place. Ideally, your greeting will include four essential components: an expression
of courtesy, your company name, your own name, and an offer of assistance. For
example, you might say, "Thank you for calling XYZ. This is Jane. How may I help
you?" The expression of courtesy—"Good morning," "Good afternoon," "Thank
calling," etc.—will start the call off on a friendly note and make the caller
welcomed and valued. Then, when you state the name of your organization, you are
reassuring the caller that he has reached the correct company at the correct number.
Third, when you give your name to the caller and offer to help him, you are bringing
the call to a personal level. If you simply ask how to direct the call, you are
missing an opportunity let the caller know that you are personally invested in helping
him get what he needs, even if you end up transferring the caller to someone else.
Your goal each time you answer the phone should be to give the caller a standardized,
positive experience that underscores the high level of service your company offers.
Following a script will help you to achieve that goal!
- Offer the caller choices. Have you
ever had a conversation along
these lines when you've called a company looking to speak with a specific person?
CALLER: Hi, this is John Smith. May I speak to Mary Jones?
OPERATOR: Please hold. [Operator suspects or knows that Mary is
not at her desk, but she sends the call to Mary's extension anyway. The phone rings
until Mary's voice mail picks up.]
In a situation like this, it may be perfectly fine with the caller to simply leave
Mary a voice mail message. However, as any operator
can attest, a good portion of the time the caller will immediately call back (sometimes
quite annoyed at having been sent to voice mail). He will then elaborate on the
reason for his call and request further assistance —because the matter at
time-sensitive, for example, or perhaps because he just does not want to leave a
message. Therefore, it is much better customer service to offer a caller several
different choices when he calls for a specific person. First, it is a good idea
to ask the caller to hold while you check to see whether the person he needs to
speak with is available. Depending on your phone system, you may be able to do
this by checking your DSS console or your desktop client. Otherwise, you can intercom,
call, or page the person and ask whether he can take the call. If he can, return
to the caller and let him know that you are going to transfer the call to the recipient.
If the person does not answer the phone or is unavailable, you should give the caller
a few options and ask him what he would prefer to do. For example, if the person
the caller wishes to speak with is currently on the phone or has just stepped out
of his office for a few moments, the caller might prefer to simply hold for him.
You might also offer to transfer the caller to the person's extension or directly
to his voice mailbox, take a message yourself, or see whether there is someone else
who might be able to assist the caller. Giving a caller options lets him know that
you care about his needs and want to make sure he is taken care of in the best possible
End User Training Opportunities
Upcoming Webinars and Onsite Training Opportunities
At BTS, we know that any technology is only as good as your ability to use it. To
this end, we offer webinars on all manner of products to help our customers get
the most out of their technology investment. BTS will be offering several webinars
this quarter. Each webinar will be offered on a Tuesday afternoon at 3:00 p.m.,
Central Standard Time, and will last no more than thirty minutes. To reserve your
space or to request additional information, please email Kim Reynolds at
email@example.com. If you would like to suggest a topic for one of our future
scheduled webinars, let us know!
|Tuesday, July 9, 2013
||Zultys — Transferring and Parking Calls
|Tuesday, July 23, 2013
||Zultys — Making Conference Calls
|Tuesday, August 6, 2013
||NEC SV8100 — Transferring and Parking Calls
|Tuesday, August 20, 2013
||NEC SV8100 — Making Conference Calls
|Tuesday, September 10, 2013
||ShoreTel — Transferring and Parking Calls
|Tuesday, September 24, 2013
||ShoreTel — Making Conference Calls
Please keep in mind that BTS also offers both web-based and on-site training on
an as-needed basis. Whether you need to familiarize a new employee with your phone
system, would like a quick refresher class for current employees, or need pointers
on a specific topic, BTS is happy to help. Please email
firstname.lastname@example.org to discuss or to schedule a training session specifically
tailored to your needs.
15 Things You Should Know How to Do with Your Phone
- Adjust your handset, speakerphone, and ring volume. If you have an LCD display
screen, know how to adjust the contrast.
- Turn your microphone on and off to mute and unmute calls.
- Answer your phone using your handset, speakerphone, and headset. Be able to switch
from one to the other when needed.
- Make both ringing calls and voice (intercom) calls to other extension numbers.
- Make calls to outside numbers.
- Search for and redial a previously-dialed number.
- Program and use speed dial keys and/or station speed dials.
- Put a call on hold and take it back off hold.
- Handle multiple calls efficiently.
- Get a call to someone else. Should you transfer the call directly to that person,
or announce the call first? Do you need to put the caller on hold and ask the person
via intercom to pick the call up? Or t most efficient to park the call and page
for the person to pick it up? You should also know how to recall transferred, held
or parked calls that are not answered.
- Put together a planned or impromptu conference call.
- Check your voice mail messages from both onsite and offsite.
- Re-record your personal voice mail message and/or switch from one greeting to another.
For example, you may have an everyday "on the phone or away from your desk" greeting,
an "in a meeting" greeting," and an "out of office" greeting.
- Forward calls to your extension to another number, and cancel call forward.
- Put your phone in Do Not Disturb mode.
If you are not sure how to do any of these things, why not take a quick look at
official product user guide for your phone system? Just go to BTS' website, www.askbts.com.
Select the manufacturer of your phone
system from the list on the left, then click on the appropriate end user manual.
Or better yet, contact BTS Service to discuss getting a quick reference guide specifically
designed for your company's phone system. Whenever we install a phone system, we
not only provide the customer with a copy of the appropriate official user guide
found on our website, but we also make sure that each phone user has a "cheat sheet"
that will help him take full advantage of the system as we have programmed it for
his company's needs in particular. If you are interested in a quick reference guide,
contact BTS Service at (205) 290-8301 or email@example.com.
You Need to Know!
Several of BTS' customers have recently received false invoices for telecom work.
These invoices are coming from "UST," a company in La Verne, California, and they
are for $425 for "Telecom Maintenance Agreement." If you receive such an invoice,
please be advised that it is not valid and should not be paid. All invoices from
BTS will always have the BTS logo and originate from our Birmingham, Alabama office.
New Faces at BTS
BTS was recently delighted to welcome a new Technical Advisor, Julien Burkhalter.
Check our Facebook page, Twitter, and LinkedIn in the coming days for more information
At BTS we are always interested in talking to industrious, enthusiastic people with
a passion for the technology industry. If you think you might be a good fit for
our excellent team, please feel free to send your resumé to
If there is a job opportunity at your organization that you would like us to advertise
in our newsletter, please let us know!
Our Latest Press Release: BTS Launches a Mobile Device Management Program to Monitor
and Secure Devices Attached to Customer Networks
Mobile Device Management (MDM) is vital in today's marketplace. With the proliferation
of Smartphones and tablets in today's business world, companies need a way to monitor
and secure mobile devices that enter their company space. Whether a mobile device
is company-issues or employee-owned, Mobile Device Management is the fastest, most
comprehensive way for organizations to centrally secure devices and protect their
networks from intrusion. BTS recently introduced a Mobile Device Management Program
designed to to monitor and secure devices that are attached to customer networks.
BTS Technologies, Inc., a leading Unified Communications provider, announced today
that the company has launched a Mobile Device Management Program to Monitor and
Secure Devices that are attached to customer networks. With the proliferation of
Smartphones and tablets in today's business world, companies need a way to monitor
and secure the mobile devices that enter their company space. Whether a mobile device
is company-issued or employee-owned, Mobile Device Management (MDM) is the fastest,
most comprehensive way for organizations to centrally secure devices and protect
their networks from intrusion.
Smartphones are here to stay, and businesses need to be certain that they have an
infrastructure established to bring these devices into the workplace. According
to The Cisco Visual Networking Index (VNI) Global Mobile Data Traffic Forecast Update,
"the growth of global mobile data traffic in 2012 is up 70%" from the previous year
and when comparing mobile traffic in 2012 versus entire Internet in 2000 we find
that mobile traffic today has twelve-folded that of the entire Internet in 2000."
The best MDM solutions perform several functions and have a set of unique characteristics
which make them the best fit for small to medium-sized businesses. First, they must
integrate into existing networks well. Many MDM solutions integrate seamlessly into
enterprise systems and don't require on-site servers or network reconfiguration.
Another trait of a great solution is the ability to remotely locate, lock, and wipe
lost or stolen devices. This is vital for enhancing security, especially in an environment
with shared data and content. Many solutions rely on encryption settings and established
passcodes in order to monitor device compliance and detect potentially unsafe devices
before they make it on the network.
"The growth of mobile is representative of a culture shift where people expect instant
communication and want to be connected," stated Roger Wentowski, President of BTS.
"This has tremendous implications for our industry, and as we've noticed this evolving
over the years we knew that our customers needed some way to bring security and
data management to their networks. That's exactly why we have spent substantial
time, effort, and energy investing in leading edge technologies so our customers
can be better equipped to protect their businesses. We consider it our duty to equip
our customers with the best technology tools available, so they constantly have
a leg up on their competitors. In the end, making them successful keeps us successful
and prolongs our relationship."
All About BTS
Business Telephone Systems (BTS) was founded in 1976 just as it became legal for
private organizations to buy and sell telecom equipment in the United States. During
this time, we discovered the real service was not in selling telecom equipment,
but in helping our customers use the technology. As technology has changed, so have
we. BTS changed its name to BTS Technologies to better reflect our focus of providing
data network and voice solutions.
BTS Technologies provides superior technology and skill to our customers in need
of data and voice systems. Our commitment to our customers forged lasting partnerships,
and for over three decades it has been our profound pleasure to provide custom solutions
that make our customers more successful.
We bring further value to our customers though our partnership with Technology Assurance
Group (TAG), allowing BTS Technologies to leverage $500 million in purchasing power.
In turn, our customers receive the best value on equipment, carrier services, and
programs to help control technology costs.
BTS' Philosophy and Mission
BTS Technologies, Inc. (BTS) was founded on the philosophy of maintaining a profitable
business by providing the best in telecommunication systems and services to our
customers. The stated purpose of our company not only allows us to provide short-term
answers to our customers' communication needs, but also affords us a longevity unsurpassed
by the telecommunication industry in our region. We strive to provide quality materials,
trouble -free installations, and total communication services at a fair and competitive
price that will allow us to maintain our business with quality employees. This policy
insures the ongoing system service and support that you deserve and expect.
BTS Technologies, Inc. is located at 311 West Valley Avenue, Birmingham, Alabama
35209. For more information on BTS, please call (205) 942-6532 or visit http://www.askbts.com.
If you have any questions or comments, or if there is anything you would like to
our newsletters, please don't hesitate to contact us! Please call or email Kim Reynolds at
205-290-8430 or firstname.lastname@example.org.
Important Contact Information for BTS
Make Me Smile!