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When Does VoIP Make Sense For Your Business?

The Voice over IP (VoIP) landscape has exploded in the last five years. In its early implementation, Internet-based telephony was a hassle to implement, inconvenient to use, and far less reliable than regular or traditional phone service.

Today, our cup runneth over with VoIP services and providers, with pricing and features packages appropriate for everyone from individual/home users to small/medium businesses to the very large companies.

VoIP lines can connect seamlessly to regular lines and wireless numbers; to the end user, making a VoIP call no different from placing a call on a cell phone or landline.

VoIP advantages
Early adopters of VoIP were motivated primarily by cost; depending on their phone usage and long distance habits, they could save tremendously on phone bills because:

  1. Most VoIP plans don’t charge extra for domestic long distance (and some services offer free international calls to certain countries, as well).
  2. VoIP services often include, at no extra charge, features for which the traditional telephone companies impose extra fees, such as caller ID, call forwarding, three-way calling, and voicemail.
  3. VoIP has not been subject to all of the taxes and government-imposed fees that make up a large portion of the typical phone bill.

The big tradeoff in the early days was a lower quality in voice transmission and occasional dropped calls—pretty much the same disadvantages that plagued cellular phone service in its early days.

However, as VoIP has matured, transmission quality and reliability have improved to the point where they’re now close to that of regular telephone service. VoIP users are also drawn by other advantages of IP-based voice services, including the ability to have VoIP phone numbers in the area code of your choosing, regardless of where you’re physically located.

In effect, this gives you a low-cost way to maintain a virtual “local” presence in cities in which you do business so that customers there can call you without long distance charges, at much lower cost than alternatives such as an 800 number.

Another great advantage is that many VoIP services offer free voicemail services such as e-mail notification when you receive a call (along with a .WAV file of your voicemail messages sent to your e-mail address) that are either not available or cost extra with traditional telephone service packages.

VoIP disadvantages
VoIP technology still has a few disadvantages when compared with traditional phone service. Most notable is the inability to make phone calls during an electrical outage or when the Internet connection is down for any reason. In addition, some services that depend on phone lines, such as monitored alarm services, may require a landline, although there are now some alarm companies that offer service that works over a VoIP line.

Businesses that must rely on their phone service should take steps to ensure that their disaster recovery/business continuity plans cover their VoIP service.

Measures might include maintaining some regular telephone lines for emergency use, backup generators, and/or redundant Internet connections with failover capability.

Finally, VoIP services are subject to the same security concerns as other Internet traffic.

Selecting VoIP services
Small businesses may be able to save a lot of money by using VoIP services primarily aimed at consumers, such as Vonage or Sunrocket. These and other consumer-level services offer small business plans with online account management and may include a separate fax line.

A good solution for a small or home-based business that only has two to five employees and needs only a couple of phone lines is to order two VoIP boxes and plug both into a two-line base station system that supports multiple two-line handsets. Each worker can then use either line.

Larger businesses may need features that consumer level VoIP providers don’t offer, such as the ability to transfer calls, put calls on hold, or create conference calls among more than three parties—although in some cases the telephone equipment you choose can allow these activities, even if the provider doesn’t offer them. Larger VoIP providers generally include features like conference calling, music on hold, call queuing, scheduling and remote office features, and fax support.

Regardless of the size of your company, VoIP is now a viable option to traditional phone service, and may allow you to get more features and a wider scope of calling at a lower cost.

Outdated Operating Systems Combined With Daylight Savings Change May Cause Problems

First of all we have to ask… Do you know about the upcoming change to Daylight Saving Time this year?  Most folks we asked said “What change?”

For those of you that don’t know there is a change in the start and end dates for Daylight Saving Time this year.  It will start on Sunday, March 11th, 2007 at 2:00am and will end on Sunday, November 4th, 2007.  So, for 2007, DST starts 3 weeks earlier on the second Sunday of March and ends a week later on the first Sunday of November.  This change was made as an attempt to reduce energy consumption.

So what needs to happen this year to facilitate the change in DST on your computer systems, and what will the impact be?

The change is about five weeks away, so the time to start making plans is now. Most every device in your company that keeps time will be affected. We’ll address what you need to do to your PC’s, servers and other IT equipment.

However, keep in mind that things like VCR’s, DVD’s, and DVR’s may have some problems.  They won’t realize that the time change takes place three weeks earlier so that show that you thought you were recording may not record at all.

Also, PDA’s, fax machines, time clocks, switches, routers, and telephone systems that have programming embedded to change to DST on the first Sunday of April and the last Sunday in October are going to have problems. This is just the tip of the iceberg.  Each company will have to look at the impact that this change will have on you.

According to Microsoft, these are their products that will be affected by the change:

  • Windows Client
  • Windows Server
  • Windows Mobile
  • Microsoft Windows SharePoint Services
  • Microsoft Exchange Server
  • Microsoft Office Outlook
  • Microsoft Dynamics CRM
  • Microsoft SQL Server Notification Services
  • Microsoft Biztalk Server
  • Microsoft Entourage

Outdated and Legacy Operating Systems/Windows 2000 Server and Professional

The news is not good for those companies who are still running Windows 2000, either server or workstation.  Windows 2000 is going to require a manual process be done to update the timezone database and the registry keys for the current control set.

Manually editing your registry can potentially cause problems, or even cause your computer or server  to stop functioning. It is best to call your technology expert (Tech Experts, perhaps?) to make these changes and updates.

The entire process may take between 15 minutes and a half hour to complete, per machine, so the cost is reasonable compared with updating equipment to a new operating system.

Windows 95/98/ME/NT Server and Workstation

If you’re still using Windows 95, 98, ME, NT 4 server or workstation, it is time to upgrade.  Upgrading may mean buying a new computer.  Sorry about that, but that is the price of progress.  Technology continues to change and we just have to change with it. Don’t fret – you’ve definitely gotten your money’s worth out of your old 95 or 98 system.

Windows XP (SP1)/XP Home Edition (SP1)

Here is the information/clarification on these two items.  Installing service pack 2 appears to be the answer.  Then you fall into the patch available category.  When Microsoft talks about XP SP2 it includes Home and Professional.

Windows XP Pro and Home Edition(SP2)/Windows 2003

There is a patch available on the Microsoft download site and will be in the Update Patch cycle sometime in early March.

Windows Vista

No updates are needed. It is shipping with the new Timezone Database installed.

Microsoft Exchange, Outlook, Biztalk Server, SQL Server or any of the other items listed in the table above would be advised to check the Microsoft article about what the requirements for them will be.

Now for those of you that say… Ok this is it. We get our Tech Experts in to do our updates, and I’m done with it.  Well, maybe not.

Part of the government edict changing DST specifically states that “The Secretary of Energy will report the impact of this change to Congress. Congress retains the right to resume the 2005 Daylight Saving Time schedule once the Department of Energy study is complete.”

So, this is a test year. If they don’t like it they can change it back.  Fortunately, the updates and changes made this year will incorporate an easier mechanism to change back, should Congress decide the change wasn’t effective.

An important note for the Daylight Saving Time changes for this year: A lot of software needs updating, not just operating systems. Anything that uses its own prepackaged Java Virtual Machine needs an update, as well as most software that calculates dates (many will read the system time/date, but use internal code for calculating dates after that).

The best bet is to list out any 3rd party software and double check with the vendors. To make matters worse, not all vendors have released patches for their software yet.

‘Storm’ Trojan Hits 1.6 Million Computers; General Virus Activity at an All Time High

It is mission critical that you keep your antivirus subscription current and your software up to date. Many small business owners think that because they purchased the software one time, they’re protected.

Most anti-virus software requires an annual subscription. And, if you don’t renew, you’re not protected. Too many business owners are finding this out the hard way.

For example, the Trojan horse that began spreading during the last week of January has attacked at least 1.6 million PCs, with no signs of stopping. In addition, Windows Vista is also vulnerable to the attack.

Originally dubbed the “Storm worm” because one of the subject heads used by its e-mail touted Europe’s recent severe weather, the Trojan’s author is now spreading it using subjects such as “Love birds” and “Touched by Love.”

The Trojan, meanwhile, piggybacks on the spam as an executable file with names ranging from “postcard.exe” to “Flash Postcard.exe.”

If your computer’s anti-virus software is out of date, or if you’ve not renewed your anti-virus subscription, your system could easily get infected by a seemingly innocent e-mail.

By Symantec’s estimate, the Storm Worm is the most serious Internet threat in 20 months.

As with most large-scale Trojan attacks, the goal seems to be to acquire a large botnet, or collection of compromised PCs, that can be used to send traditional scam spams or for later identity mining.

Windows 2000 and Windows XP are vulnerable to all of the Storm Worm variations, but Windows Server 2003 is not; the Trojan’s creator specifically excluded that edition of Windows from the code. We presume the malware writers didn’t have time to test it on this operating system.

New computer viruses are discovered on a daily basis. In order to remain effective, your antivirus software needs to be regularly updated, generally once a week.

Make sure you know how to check your antivirus software for updates, and spot check automatic updates to make sure they are, in fact, updating.

If your version of anti-virus software doesn’t automatically update (many free or low cost programs do not), schedule reminders on your computer so updates are performed regularly.

Nine Easy Steps To Protect Your Computer From Viruses, Trojans and Infections

Here are some helpful suggestions from the experts at TechExperts on how to protect your computer and network.

Step 1: Protect your personal information.
Be suspicious of any email with urgent requests for personal financial information, and never respond to unsolicited requests for confidential information.

Beware of phishing. Phishing is an Internet scam where a message is sent out via email asking you to provide or verify certain information.

Typically these requests are designed to look like they came from a bank or other service provider. Usually there is a link to the bank’s website. But in fact the link doesn’t go to the bank; it goes to a computer controlled by fraudsters. Once armed with your data, thieves take out cash advances from your accounts or may try to steal your identity.

Step 2: Use an anti-virus program and take steps minimize computer virus risks.
Make certain that good, commercial-quality anti-virus software has been installed on your computer. New viruses appear constantly and daily virus definition updating decreases the risk of computers becoming infected. Many free anti-virus programs don’t provide for automatic updating.

Your anti-virus software should be set to automatically update, and should always be running.

Step 3: Install anti-spyware software and enable Windows Firewall.
Spyware is software that is usually downloaded from the Internet, either intentionally under the guise of a service or utility, or without your knowledge as a result of browsing malicious Web sites. Spyware gathers information about how you use your computer, and poses a threat to your privacy.

A firewall is a piece of software or hardware that helps guard computers against hackers as well as many computer viruses and worms.

Windows XP has a built-in firewall product, but it may not be enabled. Give us a call for more information on how to enable Windows Firewall.

Step 4: Be careful with email attachments.
Attachments are files, such as a document or picture that can be sent along with an email. Viruses spread by hijacking an infected computer’s email address book. The virus sends copies of itself as email attachments to everyone in the victim’s email address book. This gives the appearance that your friend is emailing you a joke or a document, but it’s really the virus attempting to spread itself.

If you receive an unexpected email attachment, even if you know the sender, do not open the attachment.

Step 5: Use strong passwords, and change them often.
A strong password is one that is not obvious or easy to guess, it should be 8 – 12 characters long and include a combination of upper and lowercase letters, numbers, and symbols such as punctuation marks and special characters.

Step 6: Stay updated.
As flaws are discovered, software makers such as Microsoft release software updates. To ensure that your computer is secure, install the appropriate updates. There are a few circumstances where you might not want to, but generally, always enable Windows Update to automatically install updates to your system.

Step 7: Be careful about downloading.
Tons of no-cost programs are available with more becoming available each day. If a program is written with malicious intent, the author/intruder will not tell you that it will harm your system.

Many no-cost programs collect data about you and then sell that data to advertisers. These types of programs are called “spyware” (see step 3 above).

Step 8: Backup, backup, backup!
In case of emergencies, such as a hard drive crash, documents and data files stored only on your local hard drive need to be backed up and backups need to be periodically tested. If you are not sure if your files are being backed up, give us a call – we’ll be happy to help.

You may also want to consider encrypting and/or password-protecting files so that data will be unusable if stolen. Note that conventional passwords, such as Windows passwords, do not secure your data.

Step 9: Know where to go when you need help with your computer.
Keep our 24 hour computer emergency hotline telephone number available: (734) 240-0200. We’re always here to help with your computer problems!

This Website Can “Name That Tune”

Do you ever find yourself humming a song whose title, to your frustration, you don’t know or can’t remember? New search website Midomi (www.midomi.com) is designed to actually identify that song for you in as little as 10 seconds.

Midomi allows people to search for a song by singing, humming or whistling a bit of the tune. The site then offers search results that include commercially recorded tracks or versions of the song recorded by others who have used the site. The technology also lets people listen to the exact section of each of the results that matched their voice sample.

People also can type in a song title or artist to get results. The system recognizes misspelled words.

Melodis, the company behind the site, has licensed 2 million digital tracks that can be purchased and has accumulated about 12,000 more from users. Users, who range from aspiring American Idol contestants to professionals, can create profiles and rate one other’s performances on the ad-supported site.

The underlying speech- and sound-recognition technology, dubbed Multimodal Adaptive Recognition System, or MARS, differs from similar technologies in that it looks at a variety of factors for recognizing samples, including pitch, tempo variation, speech content and location of pauses, said Chief Executive Keyvan Mohajer, who has a Ph.D. in sound- and speech-recognition from Stanford University.

Experimental Xerox Paper Erases Itself

Xerox Corporation scientists have invented a way to make prints whose images last only a day, so that the paper can be used again and again. The technology, which is still in a preliminary state, blurs the line between paper documents and digital displays and could ultimately lead to a significant reduction in paper use.

The experimental printing technology, a collaboration between the Xerox Research Centre of Canada and PARC (Palo Alto Research Center Inc.), could someday replace printed pages that are used for just a brief time before being discarded. Xerox estimates that as many as two out of every five pages printed in the office are for what it calls “daily” use, like e-mails, Web pages and reference materials that have been printed for a single viewing.

Sneakers Answer the Question: “Where Am I?”

Isaac Daniel calls the tiny Global Positioning System chip he’s embedded into a line of sneakers “peace of mind.”

The engineer started working on a prototype of Quantum Satellite Technology, a line of $325 to $350 sneakers that should hit shelves in March, after his son was reported missing from school. It turned out it was a misunderstanding, and his son was fine. But, an idea was born.

The shoe maker promises to locate the wearer anywhere in the world with the press of a button. A children’s line will be out this summer.

It’s the latest implementation of satellite-based navigation into everyday life — technology that can be found in everything from cell phones that help keep kids away from sexual predators to fitness watches that track heart rate and distance. Shoes aren’t as easy to lose, unlike phones and watches.

The sneakers work when the wearer presses a button on the shoe to activate the GPS. A wireless alert detailing the location is sent to a 24-hour monitoring service that costs an additional $19.95 a month.

In some emergencies — such as lost child or Alzheimer’s patient — a parent, spouse or guardian can call the monitoring service, and operators can activate the GPS remotely and alert authorities if the caller can provide the correct password.

Once the button is pressed, the shoe will transmit information until the battery runs out.

While other GPS gadgets often yield spotty results, Daniel says his company has spent millions of dollars and nearly two years of research to guarantee accuracy. The shoe’s 2-inch-by-3-inch chip is tucked into the bottom of the shoe.

Experts say GPS accuracy often depends on how many satellites the system can tap into. Daniel’s shoe and most GPS devices on the market rely on four.

“The technology is improving regularly. It’s to the point where you can get fairly good reflection even in areas with a lot of tree coverage and skyscrapers,” said Jessica Myers, a spokeswoman for Garmin International Inc., a leader in GPS technology based in Kansas. “You still need a pretty clear view of the sky to work effectively.”

The company also has put the technology into military boots and is in talks with Colombia and Ecuador, he said.

More information at: www.isaacdaniel.com

Local Insurance Agency Trusts Tech Experts For Computer Support and Network Maintenance

Personal insurance is a fast-paced, competitive business, particularly when your agency caters to clients that require a great deal of expertise. Providing excellent customer service requires quick access to customer information, policy data, and billing records, with little tolerance for downtime.

That’s why the Leski Insurance Agency trusts Technology Experts with its IT maintenance and support needs.
Robert Leski, a long-time area educator, founded the agency in 1980, focusing on the special insurance needs of school employees with MEEMIC Insurance. As the business has grown, the agency acquired a number of insurance companies to provide insurance to all of Monroe County.

“Our target clients are those who seek quality coverage at reasonable premiums, instead of those who are willing to leave themselves open to inadequate coverage to ‘save a buck,’” commented Mr. Leski. “We need a fast and reliable computer system that keeps up with our need to properly service clients.”

The company relies heavily on its computer systems. “We use our computers for all of our quoting of insurance premiums,” continued Mr. Leski. “We store all of our client information on our server, and having instant access to policy information is critical to providing prompt and efficient service to our clients.”

Leski Insurance relies on Microsoft Small Business Server technologies, implemented by Tech Experts. The networked system, configured with Microsoft Windows SBS 2003, provides agents and customer service representatives (“CSRs”) with access to local database information on client accounts, as well as e-mail communication with Leski’s main office.

All of the agency’s full time CSRs are licensed agents. They access the network and Internet services through local workstations, each configured with high-end APC battery backup units, both to protect client data, and allow employees to continue to service clients in the event of a power outage. The server and telephones are also on battery backup power systems installed by Tech Experts.

Client quoting is done through a combination of locally-installed, networked quoting software and specialized access to insurer’s secure agent web sites.

“Because we rely heavily on our computer systems,” commented agency assistant manager Melissa Cady, “we just can’t have any downtime. One of the things we like most about working with Tech Experts is their quick response.”

Mr. Leski does a great deal of agency management and accounting work at his home office, so it is important that his home systems run as efficiently as the systems installed at the agency’s office. Tech Experts implemented high-speed, firewalled Internet access, allowing Mr. Leski access to email and to perform web research.

“Our previous provider was too far away, which led to delays,” said Mr. Leski. “Tech Experts is always aware of where we are in our tech requirements. We’re very happy with their services and performance.”

New Federal Ruling May Require Companies To Store All E-mails And Other Electronic Communications

(Disclaimer: Tech Experts is a great IT service and repair company…. But, we’re not attorneys. All of our recommendations are related to products and technology. The following article is meant to provide you with a broad overview of the issue at hand. By no means, should you rely on this article as final legal advice. For that, we suggest you contact your attorney. Portions of this article are adapted from a whitepaper published by Inboxer.)

There has been much news coverage lately about a new federal court ruling concerning email, electronic communication, and electronic document retention. IT managers, business owners and legal professionals are asking us every day: Do we really need to archive everything?

The short answer is maybe.

This entire issue centers upon an entity’s ability to produce “electronic communications” in the event of a lawsuit, other civil proceeding, or criminal action. Current regulations and generally accepted court rules don’t specify what you have to keep; rather, they specify what you have to produce (and how quickly) if you’re a party in a legal proceeding.

And that presents a huge complication. Do you simply store a copy of everything, for ever? Or do you selectively pick and choose what you think may be important in the future? Storing everything would take tremendous amounts of space, so selective storage sounds best at first. The hard part with selective storage is in knowing what might be important one, two or five years in the future.

The good news is that cost of magnetic storage has been declining at a rate of 45% per year since 1989. The cost of a terabyte of data, enough storage for 2000 scanned file cabinets, is expected to drop from $420 in 2005 to just $70 in 2008, according to Berghell Associates.

What do you need to save?
Requirements vary by industry, geography, and company type. Your attorney is probably aware of all of the requirements for your company. Here is a sample of mandated requirements:

  •  Sarbanes-Oxley requires accounting firms to keep records for seven years after an audit.
  •  HIPAA requires health care organizations to keep patient data for six years.
  •  Brokerage trading account records must be kept for six years after the account terminates.
  •  Medical records may need to be kept for two years after a patient’s death.

Regulatory Requirements
The first obligation of any electronic communication or document retention schedule is to preserve items as required by government agencies.

The new Federal Rules of Civil Procedure protect companies when they delete electronic records as part of “routine, good-faith operation.” Unfortunately, the phrase “routine, good-faith operation” is not defined. The authoritative Advisory Committee on Civil Rules said that an entity would usually be protected if it took “reasonable steps to preserve the information after it knew or should have known the information was discoverable.”

Clearly, the advice indicates that companies are not protected just because they follow a regular retention schedule. The length of the retention period must consider the relevant statutes of limitation and company contracts.

For example, Louis Testa, a truck driver for a fish wholesaler, unloaded a shipment at a New Hampshire Wal-Mart store. Testa slipped on some ice and snow that covered the dock ramp. He complained to a Wal-Mart employee on the dock at the time, but Testa did not take action for more than two years.

Wal-Mart routinely destroyed its records on the event in accordance with its two-year retention plan. However, the New Hampshire’s statute of limitations on personal injury was three years.

Testa filed suit after two years had passed. Wal-Mart could not produce evidence that it said included instructions sent to vendors informing them not to deliver merchandise that day. Wal-Mart lost the case (Testa v. Wal-Mart Stores). Wal-Mart had an obligation to keep messages as long as a suit could have been filed. If the retention policy had been three years for business-related documents or for ones where a complaint was made, there would not have been a problem.

Using the same logic, companies should identify the length of any contracts that might be contested in a court case. Emails may explain what was intended when the contract was written.

The issue is that deleting messages or electronic records may mean that you do not have access to evidence in a timely way and that any related messages that you could use for defense are not available.

It is a good idea to review the lengths of any key contracts and the statutes of limitation where you do business. It may be possible to delete messages after the time period expires.

Conclusion
Companies need to decide how much effort they want to put into managing retention. They can archive email forever, keep messages for the longest mandated retention period or statute-of-limitations time, or analyze each message and apply the appropriate time period.

  1. Work with your legal counsel and be sure to keep the following in mind:
  2. Preserve email and electronic records as required by government agencies for compliance review or for other regulatory and statutory reasons.
  3. Maintain messages for the time period of any statutes of limitation or contract period.
  4. Minimize storage and legal costs by minimizing the documents to be reviewed by legal teams: (1) spam, (2) duplicate messages, (3) system notices, and (4) personal mail.
  5. Deploy systems that pre-categorize and pre-index messages to reduce legal costs.

The “Legaleze:” Summary of Rules 26, 34 & 37
Rules 26 and 34 define what constitutes electronically stored information and requires early conference between parties during which information systems and data locations must be detailed.

Under this rule, a responding party should produce electronically stored information that is relevant, not privileged and reasonably accessible.

A party need not provide discovery of electronically stored information that the party identifies as not reasonably accessible because of undue burden or cost.

Nonetheless the court may decide to order discovery from such sources if the requesting party shows good cause.

Rule 34 confirms that discovery of electronically stored information stands on equal footing with discovery of paper documents.

Rule 34 permits the requesting party to designate the form or forms in which it wants electronically stored information produced.

The rule recognizes that different forms of production may be appropriate for different types of electronically stored information.

The rule therefore provides that the requesting party may ask for different forms of production for different types of electronically stored information.

Rule 37 specifies when a party is permitted to dispose of electronically stored information by exploiting routine operation of an information system and when a party is under a duty to preserve information because of pending or reasonably anticipated litigation – “Litigation Hold”.

The complete description of rules governing discovery of electronically stored information and committee notes may be accessed by visiting the following link:
http://www.uscourts.gov/rules/EDiscovery_w_Notes.pdf

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