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regulations

OTT VoIP Calling Apps are Telecom Services under EU Law

Telephone calling apps, such as Skype, Viber and Google Hangouts, are subject to European telecom regulation, the European Court of Justice has ruled. Such services may now be required to comply with EU obligations that apply to traditional telephone services, such as registration, privacy, consumer protection and law enforcement access to user communications. In other countries (notably the US...
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Important changes to your 084 and 087 numbers

The communications regulator OFCOM are making changes to the way consumers are charged for calling 084 and 087 numbers. These changes have been introduced to make the call charges more transparent and easier to understand. Therefore this is great news for your business and more importantly your customers, who will feel more comfortable calling your 084 or 087 number. All FranzCom cust...
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The History of VoIP (Full Version)

The History of VoIP Voice over Internet Protocol, abbreviated VoIP, is a fairly recent technology. It goes by many names, including Voice Over Broadband (VoBB), Internet Telephony, IP Telephony, and broadband phone.The advent of the Internet brought with it an abundance of innovation regarding communication. Of course, there was email in the beginning, but then people started wondering whether th...
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The understanding about what “abandoned calls” means for call centres

"Abandoned Calls" and prohibited by most telecom providers and regulators of the telecoms industry. Again the subject has come up with call centre customers. "Abandoned Calls", "Ping Calls", "Missed Calls", this is all prohibited call traffic, which is not approved by any telecoms regulator and Ofcom have now banned it. As of March 2017 Ofcom announced 0% toleration on Abandoned Call Traffic. ...
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Ofcom Regulations for Call Centres making outbound calls

Do you make outbound calls from your call centre? If so, you might fall under the ruling of the latest Ofcom Regulations. Outbound automated diallers were first introduced into the UK in the early 1990s. As a result of initial ‘over-enthusiasm’ by contact centres, the Telephone Preference Service was set up in 1999 and today has over 15 million phone numbers registered. The DMA Code of ...
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Dialler regulations – what you need to know about the 2017 Ofcom changes

Ofcom announced quite a few changes to their call centre guidelines in December 2016, focusing on the persistent misuse of calls as well as providing more clarity about how to approach silent and abandoned calls and IVM. For instance Ofcom have moved the goalpost somewhat with regards to the previously accepted 3% threshold for abandoned calls (i.e. the drop rate), which they now say should not...
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What is VoIP/SIP Call Termination?

SIP/VoIP Call Termination, what is it and how does it work! VoIP call termination is used to refer to the procedures that are used for routing telephone calls from one provider to the next provider until the call has been routed to the last telephone company and has been received by the recipient. Voice termination is another term that is used for call termination. The telephone companies are als...
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Consumer Contracts Regulations – PSA & Ofcom

The Consumer Contracts Regulations mean companies are no longer allowed to charge more than the basic rate for post-contract telephone calls. As a consequence, ringing customer service and complaints lines is now often at no incidental cost to the caller. Permitted number types are geographic rate, freephone numbers (now that they are free from mobile phones as well as landlines), and; mobile t...
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