X is for eXpress Software

NCH Software ABCs Series

Express might not be the best 'X' word, but there is no questioning its relevance as a descriptor for NCH Software. NCH has several products with "Express" right in their names. When I think of express, many connotations come to mind including speed and efficiency. So think of these as software programs to streamline the processes that they are designed for, and help you sail through tasks, not unlike being in the express lane.

• Express Accounts bookkeeping software
  
• Express Burn disc burning software
  
• Express Delegate dictation and transcription management
  
• Express Dictate digital dictation software
  
• Express Invoice invoicing software
  
• Express Rip CD ripping software
  
• Express Scribe transcription software
  
• Express Talk computer softphone
  
• Express Zip file compression software
  

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Express Talk is the First Hands Free Softphone

If you use a softphone like Express Talk on a regular basis you've probably noticed how convenient it is to have your phone on your computer. The newest feature added to Express Talk makes it the first and only softphone available with convenient hands-free voice-control, making it even easier to use your softphone on a day-to-day basis.

Version 4.27 of the Express Talk VoIP Softphone released this month added the new Voice Commands feature. With Voice Commands you can use your voice to harness the power of Express Talk while it stays hidden in the background. Not only can you dial any phone number simply by speaking it, you can also call anyone who is listed in your phonebook (home, work or mobile numbers, on any line that you wish to use) by simply speaking their name. In addition to being able to make calls with your voice, you can also answer incoming calls by saying "answer" when the phone rings. Opening the phonebook and dial list are two more things you can now do with your voice, and more features are sure to come.

If you have Windows 7 or Vista, you already have the speech recognition technology on your computer. All you have to do is train it to better recognize your voice and you're ready to go. While the easiest way to use Voice Commands is to let it listen all the time, you can have it only listen for commands when you press the hotkey. You can also configure a system-wide hotkey that uses the key combination of your choice. Express Talk lets you change the words used to perform each command in case you would rather use phrases other than the defaults.

Telephony Software at NCH

Hi! My name is Dustin and I am the new lead developer for NCH Software’s Telephony products. Previously, I’ve been working on our company’s Utility products such as FileFort backup software, Verity child monitoring software and Orion file recovery software. I am excited about this new opportunity and I hope I can make our Telephony products even better!

One new feature coming soon to our Axon virtual PBX is the ability to access your web interface from any internet connection without the need for complicated router configuration. This is accomplished by connecting to an NCH Software server using a simple internet address like http://sampleaddress.users.nchuser.com which relays to your Axon server. Pages can even be viewed over a secure (HTTPS) connection to guarantee that transmitted information is safe. This feature is ad supported so there is no extra cost to you. You will still be able to view the web interface without ads the same way you always have but with this feature we hope Axon will be even easier to use remotely.

So be on the lookout for this new feature in Axon and more feature and usability improvements to come to our telephony software:

• Express Talk Softphone
  
• Axon Virtual PBX System
  
• IMS On-Hold Messages Player
  
• IVM Answering Attendant
  
• TRx Single Line Call Recorder
  
• VRS Multichannel Voice Recorder
  
• Quorum Call Conferencing Software
  

Home Business: VoIP Phone System

Software for Getting Your Home Office Running
(Part 3 of 5)

Another key component to setting up your home office, after your accounting system is in place, is the phone system. You've likely heard about VoIP, which has been growing in popularity, and with good cause. As an entrepreneur the important thing to know is that VoIP can save you a lot of money on phone bills.

VoIP stands for Voice over Internet Protocol, and what that means is that the call information travels over the Internet instead of through traditional telephone landlines. Essentially, the only cost for sending information over the Internet is the Internet connection; the transmission itself costs nothing. That means calls between VoIP users will frequently be free.

The only cost associated with VoIP calls come from connecting to other telephone networks that service cell phones and landlines. Even in this case, there are significant cost savings because the VoIP phone providers can use the Internet to travel long distance, and then switch the call to a standard phone line in the local area of the destination, and you pay only for the local call, eliminating long-distance charges. The benefit to this is that you can increase the reach of your business, because you won’t be worried about your long-distance phone call budget.You business can potentially be more functional—providing new opportunities to increase your productivity and responsiveness.

With that in mind, here’s an example of the cost savings. For your home office, the telephone line and long-distance charges using a traditional landline phone system can cost upward of $100 per month. Compare that to the cost of using a VoIP system, where the total cost can be as low as $3.25 to $4.30 per month, a savings of more than 90%! With those savings, the initial cost of a business-oriented softphone will be paid for in less than a month.

A VoIP phone, or softphone like the Express Talk softphone only takes a few minutes to set up and will work with any VoIP provider. Express Talk is designed for professionals and has all the features you expect from a business telephone including do not disturb, conference calling, and even the ability to record conversations. It can be used with a USB phone to give the feel of a traditional phone, or with a headset, or microphone and speaker setup—which you may already have—making the cost of setting up your office with VoIP only a matter of buying the software.

Next: Phone System Enhancements

VoIP and Telephony Roundup

Since NCH is a leader in telephony and VoIP software, we want to give you as much information about these topics as possible in one place. Whether you are Wondering if Your Phone Got Left Behind in the Digital Transition, or if you are working on putting together a complete phone system for your home or office, here are some articles we have compiled over the last few months that will help you along the way:

• How VoIP Works
  
• How VoIP Can Help You Save, plus an example of some of those savings in action: Admin Corps Case Study on VoIP Savings
  
• Adding Voicemail to VoIP
  
• Call Recording Laws in the United States
  
• International Call Recording Laws and Regulations
  
• How Telephone On-Hold Messaging Can Help Your Business
  
• Tips For Designing an Interactive Voice Response Telephone System
  
• Auto Dialer Gives Added Power to Small Businesses Reaching Out to Customers and Clients
  
• When we added video call support to Express Talk for the Mac, we also talked about how video calling can be a great alternative to meeting in person especially when a team is spread out geographically
  

For more information about our different telephony software products that you can use to create a custom phone system solution, go to: www.nch.com.au/phone/index.html

International Call Recording Laws and Regulations

Last week we looked at Call Recording Laws in the US at both the Federal and State levels. Similar to how laws vary from state-to-state in the US, telephone recording regulations vary from country to country, and when you're recording an international call you need to be cognizant of the regulations of all the countries involved in the call.

Because many countries do not have specific laws covering telecommunications, or their laws are so vague they regulate on a case-by-case basis, your first course of action should be to check with your local government’s telecommunications authority. Local government agencies will be familiar with the various international telephone recording regulations. A great resource for Americans is the Reporters Committee for Freedom of the Press (RCFP) website, where there is a state-by-state listing of relevant local authorities. Outside the US, the consulate in any country is a good place to start; you should be able to find their contact information online. Be advised that calling these local authorities is important. It is not enough to do research online, there are simply too many variations and details.

Examples of international call recording laws:

Canadian one-party notification for call recording

Similar to a majority of U.S. states, Canada requires "one-party notification." This means you can record any phone call you participate in, even if you don’t inform the other caller.

British call recording notification law

The United Kingdom mostly requires single-party notification. However, the laws in the UK are somewhat vague. One of their missions is to protect employees by requiring non-recorded telephones in the workplace. So there’s little guidance for, say, an entrepreneur who works at home alone but makes sales calls they want to record. In such cases, it is advisable to check with a local attorney before recording any calls.

Australian call recording notification law

Australia’s applicable law, The Telecommunications (Interception) Act of 1979, states that whoever is being recorded must be informed. And this goes beyond mere phone calls to include any communication, including: "a conversation, a message, any excerpt of a conversation or message, whether in the form of speech, music or other sounds, data, text, visual images, signals or in any other form or combination of forms." Australia’s laws are extensive, so it’s worth taking a look at the guidelines available through the Australian Communications Authority (ACA).

Whether you want to set up a call recording system for quality assurance, compliance or any other reason, no matter what country you are in it is important to check your local laws, and the laws of other countries you will be recording. Particularly when laws are vague or have exceptions for businesses, you should get in touch with a lawyer or government official to make sure that your call recording plans won't be in violation of any laws.

Call Recording: A Great Tool As Long as You Know the Law

From medicine and law, to journalism or sales, voice records are kept for a variety of professions, making call recording software more and more popular. Any time when you need the voice equivalent of a paper trail—documentation that someone takes responsibility for saying something official—call recording can get the job done. Call recording can also be great for keeping minutes of conference calls.

But there are very serious laws governing call recording. So before you start recording, here is a quick introduction to the legal issues surrounding call recording:

First, US Federal law does allow recording of phone calls and other electronic communications with the consent of at least one party on the call. This means you can record any phone call you participate in, even if you don’t inform the other caller. At the State level, it gets a little trickier; some states have added another layer of requirements on top of the Federal law, insisting that all parties know when a conversation is being recorded.

It is important to note that when you record a conversation, you are subject to the laws of both the state you are physically located in, and the state(s) of the other people you’re calling. For example: California prohibits recording calls from other states unless the Californians being recorded have been told. So even if you are in New York, you are subject to California law if you record calls made to a Californian.

This is the reason why most American customer service departments begin their calls with a recording that says: “This call may be recorded for quality assurance purposes.” They say quality assurance, but they’re also keeping themselves in compliance with the recording laws of all states.

So how do you know what the law is near you? Thirty eight states and the District of Columbia permit individuals to record conversations they are having without informing the other parties, according to The Reporters Committee for Freedom of the Press (RCFP), a DC-based non-profit organization that offers free legal assistance to journalists. These laws are referred to as “one-party consent” statutes, and as long as you are one of the people having the conversation that’s being recorded, it is legal.

There are 12 states that require, under most circumstances, the consent of all parties to a conversation. Those states include: California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania and Washington. Warning: Sometimes these laws are inaccurately called “two-party consent” laws but all parties must consent to the recording in these states even if there are more than two.

One law that applies in all states: It is almost always illegal to record a conversation that you a) are not participating in and/or do not have consent to record, and b) could not naturally overhear.

The RCFP has a complete state-by-state guide of all call recording laws. Once you have done your due diligence and checked the call recording laws in your area, you can start enjoying the benefits of call recording software, and still sleep easy at night.

For International Regulations regarding call recording, look for a follow-up post on International Call Recording.

Video Call Support Added to Mac Express Talk Softphone

There are times when picking up the phone is better than writing an email, and a meeting in person is betters till. Video calls and video conferencing are good alternatives to meeting face-to-face when you are separated by long distances. And with webcams and VoIP technology being as readily available as they are today, video conferencing often saves companies money when they previously would have taken a business trip to meet in person.

That’s why we are pleased to announce that video call support has been added to Express Talk for Mac, so that just like the Windows Express Talk, you can make video calls in addition to VoIP phone calls over your computer.

The benefits of having a video phone extend beyond professional use, too. Use video calls to stay in touch with out-of-state friends and family, and to show off those cute kids of yours or your stylish new haircut. It’s easy; simply set up Express Talk with a USB video phone, or use a webcam with your headset or speakers and mic, and start making video phone calls in minutes.

How VoIP Can Help You Save

At this point, everyone knows someone who is using VoIP instead of a regular phone line. But for those without any experience with VoIP, the idea of switching over can seem like a daunting and risky task despite all the companies and users out there touting the benefits. VoIP has a negative stigma to overcome—during its early use calls weren’t always reliable and the quality was often poor. But the technology is constantly improving, and it has become a viable option for companies looking for innovative ways to save.

Not only will VoIP save you money, but using it can potentially make your business more functional—giving you new opportunities to increase your productivity and responsiveness. While actual cost savings will vary, with a reliable softphone like Express Talk, the savings for small businesses can be significant.

Cost Savings

Here’s an example: say a small business has six employees at one location, and several more employees working remotely. For the main office, the telephone line and long distance charges using a traditional PSTN landline phone system could cost about $180 per month, according to some Verizon statistics. Add to that the cost of the additional phone lines for the “virtual” employees not onsite. Regular phone lines for these freelancers usually run from $39.99 to $100 per month, plus taxes, making the monthly phone bill for this business as high as $780 per month.

Compare that to the cost of using a multi-line VoIP system, where the total cost can be as low as $3.25 to $4.30 per-month, a savings of more than 90%! At those prices, the switch to VoIP can pay for itself very quickly.

Functionality Boost

Another one of VoIP's biggest benefits is arguably increased functionality. The Yankee Group estimates that small to mid-sized companies who use VoIP systems are 25% to 35% more responsive to customers.

This increase is attributed to the convergence of voice and data, giving users one centralized system for managing messages sent by phone, fax, email, and cell phones. Reducing the number of channels that need to be handled separately makes checking and responding to messages a more efficient process, so more messages can be answered.

Learn More About VoIP

This is just the beginning. There is a lot more information about VoIP, and if you want to learn more here are several online resources you might want to check out:

• target="_blank"Voip Planet – Product reviews, case studies, and the latest VoIP news
  
• Fierce VoIP – VoIP news, business, security, and technology
  
• VoIP & Gadget Blog – Analysis of the state of VoIP
  
• About VoIP – News and discussion about VoIP
  
• VoIP Watch – A blog on VoIP and video
  

Hello World!

I’ve been with the NCH Software development team for awhile now, and I thought it time to introduce myself on our blog. I am currently on the Utilities team working on some very exciting new products that are moving through our development pipeline. You should see these released in the upcoming months and I'm looking forward to your feedback on these products. Prior to Utilities, I worked on improving several of our Telephony and Voice applications. For those of you who have migrated from Express Talk version 4.10 to 4.20, the colored indicator line lights and address book improvements were a couple of my first implementations at NCH.

When I was working my way through college I worked in the restaurant industry, where we constantly talked about the Guest Experience. Guest Experience was defined as everything from when a guest walked in the door to the next day when they opened up their leftover cheesecake box for another savoring. You have to pay close attention to detail to anything and everything that might improve or detract from the Guest Experience to make a restaurant successful. Feedback from our customers was essential to that process of success.

We employ the same philosophy at NCH Software. One of our core principles at NCH is designing software for the user experience. In fact, we devote a lot of effort to making sure that our software is as seamless as possible -- from the initial download until you are using our applications to their fullest power. I know that we talk a lot about the "3 Minutes or Less" user experience in the blog, but that is because it is important to us as a company across the board. We developers don't always get a chance to interact with the end user, which is why we ask Jen and Laura for input from you.

Shifting gears a bit, there is a very large software company based in Redmond, WA which has a mantra of "Eat your own dog food." Basically, it translates to "use your own software." We follow this philosophy in our offices too, using as much of our own software as is feasible. It helps us to continually evaluate and improve on what we do. We use Axon as our PBX, as well as VoIP products like Express Talk, and IVM to complete our telephone communications. In fact, I used Express Burn to create my portfolio CD when I applied to NCH.

We don't always get everything right the first time, we know that. No one is perfect. But that is just one more reason why it is so important for us to use our own products constantly and communicate with our customers; it helps us find the areas that can be improved. As developers who value quality, these ideals couldn't more important to us. Using our own products and hearing from our customers helps make us better.

David has been with NCH Software since early 2009 and is currently assigned to the Utilities division, where he is developing new products.

Switching to VoIP Helps Companies Save

In this economy, companies of all sizes are finding they need to tighten the purse strings and save as much money as possible. AdminCorp Limited is one company that has seen significant cost saving benefits from switching to VoIP.

As a business administration outsourcing specialist, AdminCorp manages accounts ranging from small to medium corporations throughout New Zealand. They used to have a hardware setup that was eating into resources between technician and telephone line provider fees. Last year, in order to keep up with technology and find a more cost effective solution, AdminCorp made the leap and switched to a Voice over IP solution.

AdminCorp was already familiar with NCH Software, having used Express Scribe, NCH’s free transcription application, for years. Because of this familiarity, AdminCorp chose to use another NCH Software program, Express Talk, to handle their VoIP phone calls. Express Talk is softphone that lets users make VoIP phone calls from their PC, Mac or Pocket PC mobile phone.

The switch to Express Talk has worked out well for AdminCorp, who saw their costs drop immediately. Recording calls they transcribe for clients has become a much easier task, and they can now transfer between different DID (direct inward dialing) phone numbers with ease. Additionally, they’ve benefitted from the added control they now have over their phone system. Previously they had to give direction to the telephone company, then wait around for the changes to be made. Now, without any outside tech support or service costs, they are able to update their system as needed.

See if Express Talk is the solution for your company. Between the free or low cost phone calls you can make with VoIP, the mobile softphone, video capabilities, professional and easy-to-use interface, and the full range of additional business features, you've got nothing to lose and everything to gain. Try Express Talk or any one of NCH's computer telephone software applications all with free 14-day trials available so you can make sure they will meet your needs.

iPhone VoIP Applications

Since its inception last year, Apple's App store has evaluate over 200,000 applications and updates. It has been reported that they receive 8,500 new apps a week!

But it still seems their guidelines are a bit unclear. Reviewers check for a variety of things such as: buggy software, crashing apps, use of unauthorized API, privacy violations, inappropriate content for children, and anything that "degrades the core experience of the iPhone."

Recently Vonage announced that their mobile application for iPhone made it through Apple's approval board. How is this possible? Vonage is a VoIP provider after all.

Through Apple's exclusive contract with AT&T they are obligated to follow AT&T's terms of service. This means iPhone apps cannot use AT&T's 3G signal to place calls. It does however leave room for apps to use the iPhone's WiFi signal.

This is exactly what the new Vonage app does. Although it has not been reported what exact capabilities the Vonage app will have, it will only be using the iPhone's WiFi to connect.

As the iPhone's exclusivity may be drawing to a close with AT&T, will the VoIP app approval process be altered?

Would you be interested in a VoIP application like our Express Talk on your phone?

Because of some of the unclear guidelines when we announced plans to start developing for the iPhone Express Talk want' originally on the list, but users of the Express Talk Pocket PC already enjoy the extra flexibility of being able to take their VoIP phone number with them wherever they go, and with the extra business features like transferring calls, call recording and a push to talk intercom.

The jury is still out, but perhaps there will be NCH VoIP iPhone apps on the horizon as well as Express Dictate and WavePad Audio Editor which are already being planned.

VoIP - Locating 911 Callers

Problem: VoIP users who call 911 from hotels and other remote sites sometimes can't be found by 911 operators.

Solution: AT&T's nomadic solution, called Heartbeat, uses its Internet network to track the location of users. When VoIP customers power down, AT&T's network will automatically suspend VoIP service. Once the phone adapter is plugged back in, AT&T will ask the user to verify his or her location. For customers who indicate they haven't moved, service will be instantly restored. If they have moved, they'll be directed to an 800 number or a Web page to register the new location.

Read more about how AT&T Solves VoIP's 911 issue with 'Heartbeat' in USA Today.


Check out ExpressTalk for a free softphone for windows, mac or pocket PC. ExpressTalk works with virtually all SIP providers for low cost calling pc to phone or free pc to pc voice or video chat.

I'm Grateful For

Just came across a nice blog entry about NCH Software from a customer. A linguist who has set up a blog all about things that she is grateful for, and we were honored enough to make the cut recently. You can check out her entry at http://imgratefulforww.blogspot.com/2009/07/nch-software.html.

We do offer several products that are either completely free, or have free basic editions. We do this largely in the hopes that people will be encouraged to try our other products, or will like them so much that they will upgrade to the paid versions as well as recommend our software to others. We are grateful to see that there people out there that appreciate these products, and we hope you all continue to enjoy them.

Some of our favorites include:

• WavePad Sound Editor
• Switch Audio Converter Software
• Prism Video Converter Software
• VideoPad Video Editor
• Express Talk Softphone
• Axon Virtual PBX
• Express Scribe Transcription Playback Software
• And many more.

Check out our complete line of over 80 software applications at www.nchsoftware.com