Can a Business Record Phone Calls Without Consent?

Recording a business phone line

As a business owner, recording phone calls might seem like a necessary step to enhance customer service or train employees. However, is it legal to record phone calls without consent? 

This question is crucial for ensuring compliance and avoiding legal issues with your business phone line. In Canada, businesses must follow specific guidelines when it comes to recording telephone conversations, and this blog will provide you with the answers you need.

Can You Record a Telephone Call Without Consent? 

To start, let’s delve into the legalities of phone call recording in Canada. Under Canadian law, it is generally illegal to record a phone conversation without the consent of all parties involved. 

In Canada, the Personal Information Protection and Electronic Documents Act (PIPEDA) regulates the collection, use, and disclosure of personal information, including voice recordings.  PIPEDA requires organizations to obtain an individual’s consent before collecting, using, or disclosing their personal information, including voice recordings. 

This means that if your business plans on recording customer phone calls, you must obtain explicit consent from the customer before proceeding with the recording. Failure to obtain consent could result in legal action against your company.

This consent is often obtained with an automated message informing the customer that the call may be recorded. If the customer stays on the line, consent is given. 

According to Canadian law, if a party gives consent to the recording, there isn’t a legal requirement to inform other parties who may join. However, should someone on the phone refuse to be recorded, it’s advised to stop the recording or inform them that the conversation will continue to be recorded. 

It’s always better to be transparent and get everyone’s approval before or while recording the call.

A business must also inform the customer of the purpose for which the recording will be used. This means that if your business wants to record customer calls for training purposes, you must inform the customer before the recording starts. Failure to provide this information can result in a violation of PIPEDA and legal consequences for your business.

If your business does record phone calls with a customer’s consent for a specific purpose, you must store the recordings securely and only use them for the intended purpose. The recordings cannot be used or disclosed for any other purpose without the customer’s express consent. With us here at Intratel Communications, we store all recordings in Canada, guaranteed. 

Can You Record a Conversation Without the Other Parties’ Consent on any Platform or in Person? 

Wiretapping and other forms of eavesdropping are illegal in Canada. Recording in-person conversations without consent is highly discouraged and is considered an invasion of privacy, except in very rare circumstances. Remember, honesty and transparency are crucial when it comes to recording conversations.

Business phone system recording a call

Do Companies Have to Tell You if Your Calls are Recorded?

Yes, businesses in Canada must inform individuals if their calls are being recorded, either by an automated message or stating it at the beginning of the phone conversation. 

This disclosure provides transparency and fairness to those involved in the conversation. This consent requirement also extends to email and internet communications, where businesses must request permission before recording or monitoring.

Are Companies Allowed To Record Telephone Conversations? 

Yes, but only with consent and for specific purposes, such as quality control, customer service improvement, employee training, and legal obligations. Any other form of recording, such as for personal motives, is highly discouraged, if not illegal, and can result in severe legal consequences. 

Remember, businesses must follow specific guidelines when it comes to recording phone calls, and violating these regulations can lead to disputes or legal action.

Why Would Companies Want to Record Calls?

Now that we understand the legal requirements for recording phone calls, let’s explore the benefits of doing so. 

Recording phone calls can be a valuable tool for businesses as it provides a means of monitoring customer service interactions and improving the overall customer experience. Being able to evaluate customer interactions can help pinpoint areas where employees may need additional training or identify trends in customer complaints. 

Using a Contact Center is a Popular Way to Record Calls Easily 

Using a contact center is an effective way for businesses to record phone conversations with their customers. 

A contact center solution is a business phone service that helps organizations with customer communication. These solutions do so through setup or software that is deployed through the cloud or on-premises in the enterprise. This can include the setup of call recording software and automated “This call is being recorded” messages. 

Call centers are another option for easy-to-record calls. Call center technology allows for seamless recording and storage of phone conversations, making it easy for businesses to access and review these recordings. 

Plus, agents are often trained to ask for consent prior to recording calls. These centers are often set up with the best business phones for systems for taking and recording calls, but you can also buy a fleet for your own business. 

Be sure, if you do use a call center, that you ensure the call center complies with PIPEDA. Your business is responsible for the collection, use, and disclosure of your customer’s personal information, even if you use a third-party call center. 

Call Recording Best Practices 

It’s understandable that some customers may be apprehensive about having their phone conversations recorded. This is why it’s important for businesses to be transparent and upfront about their phone call recording policies. 

By informing customers that their calls may be recorded for quality and training purposes, businesses can alleviate any concerns and build trust with their customers.

Recording Calls is Legal with Consent in Canada

In conclusion, recording phone calls is legal in Canada, but it comes with specific guidelines and responsibilities that businesses must follow. Transparency, honesty, and consent are crucial when it comes to recording conversations, and violations of these regulations can lead to serious legal consequences. 

As a business owner, ensure you are aware of the legal requirements when it comes to recording phone calls and avoid any issues by always erring on the side of caution.

At Intratel Communications, we offer various call recording options that are fully compliant with Canadian law. Our solutions enable businesses to enhance their customer service, improve employee training, and ensure legal compliance through seamless and secure recording capabilities. There’s a reason why our business phone plans are trusted by Canadians. 

Contact us today to learn more about how our call recording options can benefit your business and keep you legally secure.

What Are the Best Business Phones I Should Utilize for My Call Centre?

Best business phone is pictured

As a business owner, you know that customer service is key. Having the best business phones in place as well as the right technology backing them up, can make or break the success of your call center.

A good call center phone system will help you manage your customer interactions efficiently and effectively, helping to build customer loyalty and, ultimately, increasing profits. But you also need to be sure that your phone system is supported by great business phones — you can’t forget the hardware. Let’s take a look at some of the best business phones and the systems that go with them for your call center.

The Best Business Phones for your Call Centre

Your call center will benefit from some or all of the hardware below, depending on your business model.

Desk phones

Desk phones are one of the most popular types of phone systems used in offices and call centers around the world. They provide reliable service, clear sound quality, and a range of features such as hands-free calling and speakerphone capabilities. Desk phones require physical wiring and have to be physically connected to a phone line or network.

If you don’t want to buy a fleet of desk phones for your call center, we offer rental equipment.


Headsets are great for call centers as they allow employees to multitask while speaking on the phone. They also provide high-quality audio, are comfortable to wear, and can be adjusted for maximum comfort during long conversations. They are a popular piece of equipment for many successful call centers.

Headsets need to be plugged into either a desk phone or cordless phone for them to work properly, so keep that in mind when making your selection.

Cordless phones

Cordless phones offer greater mobility than desk phones; they allow users to move around freely while still being able to take calls anywhere in their office or home. Cordless phones also provide excellent sound quality, but they require more maintenance than desk phones since they must be recharged regularly, and their batteries need to be replaced periodically.

Conference Phones

Conference phones are ideal for larger meetings or conference calls as they provide crystal-clear audio over multiple lines simultaneously. This makes it easy for everyone on the call to hear each other clearly without interference from background noise or echoes.

Conference phones also come with features such as echo cancellation technology so that all participants can hear each other without any distractions.

Reception Expansion Modules/Attendants

Reception expansion modules (REMs) or attendants help manage incoming calls by providing automated menus that direct customers’ calls quickly and accurately according to their needs.

This helps reduce hold times and improve customer satisfaction levels by making sure that each caller gets routed directly where they need to go without having to wait on hold too long or repeat themselves multiple times during a single call session.

These systems also come with useful features such as voicemail notification alerts so that businesses don’t miss important messages from customers who couldn’t get through on the main line due to busy signals or long wait times on hold.

These pieces of equipment are a must-have for busy call centers.


Soft-phones are software applications designed specifically for telecommunication purposes such as taking calls from customers, making video conferences, and sending text messages.

Soft-phones offer several advantages over traditional hardware-based solutions, such as improved mobility (since soft-phones can be used from any device connected to an internet connection), lower costs (since there is no need for expensive hardware investments), better scalability (as new features can easily be added with just an update), and more.

Best business phone is pictured

Types of Business Phone Systems for Call Centers

Depending on the size and scope of your call center, there are several different types of business phone systems that you can use. These include traditional landlines, VoIP (Voice over Internet Protocol) phones, hosted VoIP systems, and even cloud-based phone solutions.

Each type of system has its own unique advantages and disadvantages, so it’s important to do your research before deciding which one would be best suited for your needs.

Traditional Landline Systems

Traditional landline systems are still popular in many businesses today, though they’re beginning to be phased out in favour of more modern technologies such as VoIP.

The biggest advantage of using a traditional landline system is that it’s often less expensive than other options. However, it does have some drawbacks as well; since it relies on physical phone lines to connect calls, it can be difficult to scale up or down depending on customer demand.

Traditional landline systems will not offer all the features available with more modern technologies such as call queues or auto-attendant features. If your business needs these features to better serve your clientele, it could end up costing you more in lost business than what you would pay in price difference.

VoIP Systems

VoIP (Voice over Internet Protocol) systems are becoming increasingly popular among small businesses. Small business telephone systems Canada-wide are benefiting from their cost savings and advanced features.

With a VoIP system, calls are routed through an internet connection instead of using physical phone lines; this allows businesses to take advantage of lower rates from their service provider while also giving them access to additional features such as virtual office capabilities and advanced analytics tools.

One drawback to using a VoIP system is that it requires a reliable internet connection in order to function properly; if there are any issues with your internet connection then calls may not go through, or audio quality may suffer significantly. One solution could be to ensure you have a solid, secure internet provider.

Hosted VoIP Systems

Hosted VoIP systems are internet-based systems generally offered or managed by a third-party provider. They provide features such as automated voice prompts and virtual office capabilities thanks to their integration with cloud-based software solutions.

One major advantage of hosted VoIP systems is that they’re relatively easy to set up and maintain.

Ultimately, finding the best business phones for your call center will help ensure maximum efficiency and effectiveness when interacting with customers – leading directly to increased customer satisfaction levels overall!

Call Quality

The quality of the calls you make from your phone system is also very important. Look for phone systems that offer clear sound and no lag time between when someone speaks and when their words reach the other person on the line.

You may want to also look for features like noise cancellation, which can help reduce background noise so that customers don’t have to strain their ears trying to understand what’s being said on their end of the line.


Another thing to consider when choosing phone systems is whether or not they come with the features you want. You will want to consider aspects of the phone system that can serve your business better. And you don’t want to have to pay for features you won’t use.

Look for fully customizable solutions from your provider. Most will offer set plans. With Intratel, we strive to deliver personalized service in the form of fully customizable call center VoIP solutions.

Small to mid-sized businesses are often growing enterprises and need to ensure every dollar spent goes toward supporting growth. Custom-tailored solutions will support your future growth.

Cost-Effective Options

Finally, it’s important to find cost-effective options for phones in your call center. There are tons of great options out there from both major brands and smaller companies alike. Do some research and compare prices before settling on any particular model or brand. You will find a wide range of subscriptions and pricing options.

You should also consider if investing in higher-end models makes sense for your budget. Sometimes spending more upfront will save you money in the long run due to better quality parts and longer-lasting warranties. But it’s also important to keep in mind that you don’t have to break the bank to get quality and reassurance.

With Intratel Communications, we offer competitive prices for office telephone systems Canada-wide. We want to help small to mid-sized businesses with the best Canadian business phone systems!

Choosing the Best Business Phone System Doesn’t Have to be Hard

When choosing a phone system for your call center, it’s essential to take into account things like which will be the best business phone type for your business, the compatibility with existing software, features you want to incorporate, cost-effectiveness, and overall call quality.

Doing some research ahead of time can help ensure that you get the best business phone system possible without overspending or sacrificing necessary features—and ultimately help create a better customer experience in your business’s call center! Contact us quickly.

Voicemail to Email: How Does it Work?

An image showing a voicemail to email icon

In today’s fast-paced world, small and medium-sized business owners need access to their communication systems even when they’re away from their desks.

With the advancement of technology, businesses can now receive their voicemails as emails, which allows them to stay on top of their messages no matter where they are. In fact, we have a convenient online portal where yo ucan see, play, and download voicemails as well!

In this blog post, we’ll discuss how voicemail to email works, its benefits, and how it can make your business more efficient.

What is Voicemail to Email?

Voicemail to email, as the name suggests, is a service that forwards your voicemail directly to your email.

When you cannot answer your phone or are away from it, callers will be greeted with your personalized answering service that prompts them to leave a message. As soon as they leave a message, you will be notified through an email that contains the time and date of the call and caller ID.

You can then listen to the message at your own convenience, whether you’re in the office, on the road, or even at home.

How Does Voicemail to Email Work?

Voicemail to email is an advanced feature that sends your audio messages or a notification that there is a new voicemail for you directly to your email inbox for instant access. By simply reading your messages on your computer or mobile device, you can manage and respond to them promptly, even when you are unable to take calls.

Depending on your provider, there are a few different methods you can take to send a voicemail to email. For example, with Intratel, we offer these three to our clients:

  1. The first option: You will receive an email with the voicemail attached. You get a notification email that comes with an audio file of a voicemail message attached. This message will also be saved in your separate voicemail inbox.
  2. The second option: You receive an email with the recording attached. However, the voicemail message will automatically be deleted after the email has been sent.
  3. The third option: You only receive an email with no attachments. The email only contains a message that a new voicemail is waiting for you in your voicemail inbox.

The process is seamless and straightforward, ensuring you never miss an important message again. With voicemail forward to email, you can enhance your communication experience and improve your productivity.

Intratel allows businesses to receive voicemail to email in Canada with two different phone systems: Hosted PBX and on-premise PBX.

Voicemail to email on a phone

Benefits of Voicemail to Email

Voicemail to email offers many benefits for small- to mid-sized businesses.


One significant advantage of voicemail to email is that it allows business owners to access their voicemails anywhere and at any time. This helps to streamline communication and ensures that messages are never missed.

Time savings

Voicemail to email also saves time since you no longer have to waste time dialing into your voicemail system and listening to each message. Instead, you can listen to the audio message in your email and decide whether you need to respond immediately or later.

Increased efficiency

Another benefit of voicemail to email is that it increases efficiency since it allows you to forward the message to other team members for follow-up action. For instance, if a client leaves a message that concerns your sales team, you can forward it to them with one click. This ensures that the message reaches the right team member quickly, saving valuable time and ensuring that your clients are attended to promptly.

By having your voicemails sent directly to your email inbox, you can easily skim through them, prioritize, and respond accordingly. Not only is it highly convenient, but also time-efficient.

Communication streamlined

Another advantage of voicemail to email is that it can streamline your communication. Voicemail messages in your inbox can be translated into text with transcription software. This allows you to keep a record of your audio files in your email, which means you can search for keywords when you need to find important details. With voicemail to email, you can read directly from an email message and take the necessary action.


Voicemail to email can also help you maintain a record of your voicemail messages. Traditional voicemail often requires you to delete messages to make space for new ones. With voicemail to email, all your voicemails are stored with easy access, and you can easily forward them to coworkers, clients, or other stakeholders as needed.

Voicemail to Email and Your Business

Voicemail to email has changed the way small and medium-sized business owners handle their voicemail management. By forwarding voicemails to an email, business owners access voicemails from any location, at any time, ensuring that important messages are not missed.

Voicemail to email increases efficiency and eliminates the need for a physical voicemail machine, reducing equipment and maintenance costs. If you’re interested in learning more about how voicemail to email works and how it can help your business, get in touch with Intratel Communications today.

What Are the Advantages of Having a Virtual Receptionist System?

A virtual receptionist system or auto attendant phone system is a powerful tool that can help small to medium-sized businesses become more efficient and organized. It provides a way for your business to manage incoming calls without the need for a dedicated receptionist while still providing customer service. Here’s why your business needs a virtual receptionist system or an auto attendant phone system.


A virtual receptionist system makes it easy for customers to reach your business quickly and efficiently. Calls are routed directly to the appropriate person or department, which eliminates the need for long wait times or inefficient transfers from one person to another.

Plus, automated answers allow customers who know exactly what they want access to the information they need without having to wait on hold or speak with someone who may not be able to provide the best help.

The results are happier customers who get to where they need to go faster and more efficiently. And your internal team won’t have to take time out of their day to manage the phone lines. You’ll be saving time (and that means money!) for everyone.

Time Savings

One clear advantage of having a virtual receptionist system is that it saves time. Instead of having staff manning the phones all day, you can have the system answer general inquiries and route calls to the appropriate person or department.

This not only eliminates wasted time but also increases productivity because your staff can focus their energies on more important tasks instead of answering phone calls all day long.

A businesswoman uses a virtual receptionist phone system

Customer Service

A virtual receptionist phone system ensures that customer calls are answered quickly and professionally every time. Automated messages provide consistent greetings and information, which allows callers to get their questions answered right away without having to explain their issue multiple times during a call.

This encourages customer loyalty and helps ensure that customers always receive excellent service even when they are unable to speak directly with an employee of your company.


A virtual receptionist system is an affordable solution for businesses looking to save money on telecommunications expenses. By eliminating the need for an in-house receptionist, you can reduce your personnel costs and free up resources that would have been used to pay a traditional employee.

A virtual receptionist phone system is a great way to enhance customer service while saving money. The cost of virtual receptionist software varies depending on the size of your organization and the features chosen, but they are typically much more affordable than hiring a dedicated human receptionist. Plus, you will not have to pay for sick days, vacation days, or an end-of-year bonus.

With virtual receptionists and auto attendant phone systems, businesses may pay an upfront fee for setup, as well as an ongoing subscription cost. These hidden costs and binding contracts can be a detriment to companies, especially small to mid-sized businesses that need to make the most of every dollar.

At Intratel Communications, we believe that you should only pay for what you use, which is why we offer flexible plans and varying pricing tiers, all without needing you to lock yourself into a contract.

Companies large and small should consider taking advantage of virtual receptionist services to save money while still providing excellent customer service.

Why Use Intratel Communications’ Business Phone Virtual Receptionist or our Auto Attendant Phone System

A virtual receptionist phone system for small businesses has tons of advantages but no other company can provide the level of customer service that Intratel Communications can.

Intratel Communication’s virtual receptionist phone system is an invaluable asset for any business. Using this state-of-the-art virtual phone system, businesses can not only save time and effort when dealing with incoming calls but also benefit from the flexibility that this virtual phone receptionist software provides. Rather than having to manage multiple incoming lines and manually transfer them to correct extensions, the auto attendant phone system ensures that all caller requests are handled quickly and efficiently to allow staff to focus on their work more effectively.

Not only will businesses reduce overhead costs by eliminating extra personnel, but they will also enjoy a professional image projected at all times, ensuring customers receive the highest degree of customer service.

Much like your customers expect top-tier customer service, we know ours do, too. You will always be able to contact us with any questions, concerns, troubleshooting queries, or improvements you wish for. Intratel Communications prides itself on working with small to mid-sized Canadian businesses. As a local Canadian business ourselves, we know the value of providing unrivaled services.

For these reasons and many more, using Intratel Communications’ virtual receptionist phone system is the perfect solution for any business seeking efficient call management solutions.

What Is Hosted PBX & Why Should My Small Business Utilize It

If you’re a small business owner and are looking for a communications solution that is reliable, cost-effective, and easily scalable with the ever-changing needs of your organization, then hosted PBX may be an ideal choice for you. 

Hosted PBX technology has greatly improved communication solutions for small businesses. It stands to offer considerable benefits to small businesses like yours that need the performance of enterprise-level service without having to invest large amounts of capital. 

In this blog post, we’ll explain exactly what hosted PBX is and its advantages so that you can decide whether it’s right for your business.

What is Hosted PBX

Hosted PBX is a type of telephony communication solution that allows businesses to efficiently manage outgoing and incoming calls. Great hosted PBX systems come with a host of other advantages which we will address below. 

Hosted PBX differs from traditional PBX in that it is managed remotely by the service provider, meaning businesses don’t have to bother with physical infrastructure or managing their own phone systems. 

In contrast, on-premise PBX means that the servers are located on-site. You as the organization must purchase then host the hardware on site and manage everything yourself. 

The upside is that you have complete control of all of your data. Even with hosted PBX solutions like ours, some customer web-based management is still there so you never lose complete control. This may be worth the upfront cost for large corporations. But for small businesses, you simply need to find PBX hosting providers you can trust. 

Why do Small Businesses Choose Hosted PBX Solutions?

Small businesses have unique needs when it comes to their telecommunication infrastructure. The traditional PBX system is often too costly and complicated for many small businesses, so a hosted PBX phone system is becoming increasingly popular. 

This type of telecommunication solution offers a variety of benefits that make it an ideal choice for small business owners. Here are some of our favourites: 

Cost-Effective Solution 

One of the primary advantages of choosing a hosted PBX solution is its cost effectiveness. 

Instead of having to purchase, install and maintain your own hardware, with a hosted PBX you can access all the features you need through the cloud. This makes it much more cost effective than having to purchase and maintain expensive equipment in-house. 

Additionally, many providers offer flexible pricing plans, making them suitable for businesses with tight budgets. At Intratel Communications, we offer contract-free, tiered pricing models with the option of adding on features you’d like. It’s a risk-free system that works well for our current clients. Plus, we would hate to charge you for features you don’t use. 


Unlike traditional landline phone systems, hosted PBX solutions are incredibly easy to scale up or down as needed. 

Once your business grows and you need additional capacity, all you have to do is contact your provider and they will be able to easily increase your capacity without any downtime or disruption. This makes it an ideal solution for small businesses that are looking to grow in the future but don’t want to be tied down by an inflexible phone system. 

Easy To Use & Manage  

Hosted PBX for business need to be streamlined and easy to use for them to add value. 

Most providers offer user-friendly web portals that allow users to manage their accounts from anywhere in the world with an internet connection. This allows users to set up call forwarding, voicemail boxes and other features quickly and easily without needing any technical expertise or IT support staff on hand.

Additionally, providers can also offer mobile apps that allow users to stay connected while they’re on the go. 


A hosted PBX phone system offers flexibility that traditional telephone systems simply cannot match. 

You can access the system from any location with an internet connection and make changes on the fly as needed. This means that your employees can work remotely if necessary without sacrificing productivity or customer service quality due to outdated technology or long distance charges associated with traditional phone systems. 

Why Small Canadian Businesses Choose Canadian PBX Providers

Workers use a hosted PBX system for their phones

Small Canadian businesses turn to us to provide Canadian telephony services. Whether you are a startup or an established firm, Intratel can make sure your telecommunications needs are taken care of with our Toronto hosted PBX service. 

The Toronto hosted PBX offers businesses reliable phone service at an incredibly competitive price that simplifies transition and installation — both for today’s requirements as well as extending into the future. With up to date policies and practices, top notch customer support and unbeatable prices, it’s easy to see why Canadian businesses choose Intratel Communications when searching for Telecommunications solutions.

Get a Hosted PBX Solution for Your Small Business Today

Hosted PBX solutions offer a range of benefits that make them ideal for small businesses looking for a reliable yet cost-effective telecommunication solution. They are cost effective, easy to use and manage, scalable, and can be accessed from anywhere with an internet connection – making them perfect for today’s fast-paced business world! 

So if you’re looking for a reliable telecommunication solution that won’t break the bank – consider investing in Intratel’s hosted PBX solution. Get A Quote Today!

Which Cloud-Based Phone System Is Best For You?

Deciding which cloud-based phone system is best for your company can be a daunting task. There are many different options available, each with its own set of pros and cons. In this blog post, we’ll compare a few of the most popular companies so you can have a better understanding of what’s available and cover their cloud-based phone system pros and cons.


RingCentral is a popular cloud-based office phone system. It is feature-rich unified communication as a service (UCaaS) solution. They provide enterprise VoIP features that have combined internet telephony with messaging, audio, video, conferencing, contact centers and faxing. RingCentral only allows you to text if you have a direct RingCentral number assigned to your extension.


RingCentral makes it easy to call, message, and meet with employees and customers. They have everything located in one app which makes it easy to set up, use, and manage your communications. And, you can access the app from any device, whether it’s your PC, smartphone, tablet, or desk phone. 

People tend to love their HD video meeting offerings. It is a pretty generous free video meeting feature, which allows unlimited calling for up to 24 hours and up to 100 participants.


RingCentral is a global company, so it’s unclear where its cloud resources are located. If you’re far away from them, you could suffer from a slow experience. Their global nature also means that support is slow, some users have reported weeks-long problems without solutions while experiencing poor communication from RingCentral’s support team. 

Companies often have a difficult time setting up and managing the interactive voice response (IVR) menu. Doing anything outside of the standard seems to cause issues with the system. 

One user reported, “things that should be seamless like forwarding a vacationing employee’s phone to a call queue aren’t even possible. Want to add an extension/line for an employee? Too bad, that’s only possible if you add an external facing line.” 

It can also be notoriously difficult to end your service contract and migrate your numbers. So, if your company needs flexibility, this may not be the right VoIP provider for you. 


Net2Phone is a Canadian-based company that helps unify business communications. They offer a VoIP service that is “easy to set up, simple to use, and comes ready to go.”


Net2Phone has key features like all-in-one business calls, meetings, and messaging. And they offer a cloud-based call center phone system. They also allow you to view call reports, store audio records, and leverage performance wallboards. When you sign up, you will receive a personalized onboarding session that they say will help you achieve your business communication goals.

They service customers in +160 countries worldwide. They offer plug-and-play installs to customers who don’t need a customizable cloud-based phone system.


Customer support has been reported by some users to be lacking. If so, troubleshooting issues can take up much of your valuable time and put you at risk of missing important communication. 

Net2Phone’s onboarding team has been reported to be external consultants hired by the company. This puts the team at a disadvantage in helping customers get their phones set up or troubleshoot their issues. 

“Net2Phone promised pre-configured VoIP polycom phones that would have limited set-up once the phones are delivered to our office. This could not have been further from actuality. The onboarding engineer/project manager was kind and well-intentioned, but did not seem to have a command of the system or the necessary tools for proper onboarding (the onboarding team are consultants, not actual net2phone employees)” says one user.

Users have also reported difficulties with canceling their services and continuing to be charged after you have canceled. If you are looking for a robust customer support team, this may not be the right provider for you. 


Dialpad is a cloud-based phone system that can connect your team through voice, video, messages, and online meetings. Dialad is a UCaaS system that has text messaging software built into it. 


Dialpad has an intuitively designed platform with a streamlined user experience. They have modern communication features and offer competitive pricing models. Dialpad makes it easy to integrate with Google Contacts. They also provide auto-generated and useful VoiceIntelligence transcripts of calls. 


Dialpad’s pricing model is prohibitive for small businesses. They do not allow anyone on their lower price tiers to access basic features like IVR or setting holidays. And, Dialpad’s pricing is high for the features they offer. 

Users have reported that they have been mistakenly charged for lines they did not use, but Dialpad would not refund them nor remove the unneeded line. The user said it was very difficult to remove lines but adding them was easy. 

Lower-tier packages also do not have direct access to customer support. 


Nextiva is a simple, affordable VoIP phone service. They offer cloud PBX with video conferencing, a mobile app, call recording, and other enterprise features. 


Nextiva’s auto-attendant settings are easy to navigate. Their ease of use is top-rated among many. Nextiva phones come pre-setup and the onboarding process is streamlined and straightforward. Technical support of often readily available. 


Be wary before you sign into the Nextiva contract and be sure to read the fine print. One user reported that Nextiva’s “pricing and contracts all but force you to stick with them long term or pay an arm and a leg to leave.” Termination costs appear to be the remainder of your existing contract yet the contracts appear to auto-renew without warning. 

Another user has noted that they stopped using Nextiva due to poor call quality and customer service. Their client calls were dropped frequently and yet they are locked into a 3-year contract. 

If you are looking for flexibility and a transparent contractual agreement, Nextiva may not be for you.


A man’s hand using a phone that is connected to a cloud-based phone system

Intratel is an excellent choice when it comes to choosing a cloud-based business phone system. We offer enterprise-grade features and advanced tools to give businesses of all sizes the opportunity to have a powerful, reliable communications system. 


Our services come at an affordable price with several calling plans, making us one of the most cost-effective solutions out there. Plus, we don’t require any long-term contracts or commitments so there’s no risk associated with trying our service. When you sign up for Intratel, you’re signing up for freedom. You can cancel any time, but we’re sure you won’t want to. 

Users report great support and staff and excellent pricing. We’re proud of our reviews and reputation and feel like they tell a full picture of how we run our business. 

The combination of features, affordability and flexibility make Intratel a great choice for any business looking for a cloud phone system provider. Even if you’re currently locked in a contract, we can help


While our number porting fees may be on the higher side of the industry average, we provide competitively priced tiers and a la carte services so you can tailor your services to your needs. 

Why Choose Us? 

Intratel is a cloud-based phone system Canada loves. 

Where other providers fall flat, Intratel continues to exceed expectations. For example, we know that your experience is faster and better when you are closer to the region your cloud resources are located. That’s why, at Intratel, 100% of our network is owned and operated locally in Tier 3 Canadian data centres. We also partner with all the major carriers so we can guarantee you top-quality communications paired with small business-like customer service.

We are proud to provide local, Canadian services to our communities. Get A Quote Today!

What Is Microsoft Teams Direct Routing & Why Should I Utilize It?

Microsoft Teams direct routing on a phone

With Microsoft Teams, you have the ability to directly route phone calls through the Public Switched Telephone Network (PSTN) by utilizing a technology called direct routing. Microsoft Teams direct routing allows you to connect your Voice over IP (VoIP) provider directly to Microsoft Teams, giving you more control and flexibility over your calling capabilities. 

In this article, we’ll give you a brief overview of Microsoft Teams call routing and how it can benefit your business.

Introduction to Microsoft Teams Direct Routing

As we mentioned before, Microsoft direct routing allows you to connect Microsoft Teams PBX to a third party VoIP provider such as Intratel. This gives you more control over your calling capabilities, as you’re not limited to the calling plans that are available through Microsoft. 

Keep in mind that Microsoft is not a telephone company. By going directly to the source with a company like Intratel, you will enjoy a fully Canadian voice provider that provides high-quality calls and business-level support. 

How Does Direct Routing Work? 

With Microsoft Teams direct routing, calls are routed from your Teams apps to the Microsoft PSTN gateway, then to the Direct Routing VoIP provider, then to the Microsoft PSTN gateway. From there, the call is routed to its destination through the public switched telephone network (PSTN). 

Benefits of Utilizing Direct Routing 

There are many reasons why you should start using direct routing for your business’ communication needs. 

One of the most significant advantages is that it increases your company’s mobility. Because Microsoft Teams direct routing allows you to work from anywhere in the world as long as you have an internet connection. 

Here are several other benefits that come with utilizing direct routing for your business phone calls: 

  • Increased Flexibility: As we mentioned before, one of the key benefits of direct routing is increased flexibility when it comes to your calling capabilities. With direct routing, you’re not limited to the Calling Plans that are offered by Microsoft—you can choose any Teams Direct Routingtrunk provider that meets your needs. 
  • Cost Savings: Another benefit of using direct routing is cost savings. In many cases, it can be less expensive to use a SIP trunk provider than it is to purchase a Microsoft Teams plan for direct routing.
  • Improved Call Quality: Because calls made with direct routing are routed through your chosen SIP trunk provider before they reach the public switched telephone network (PSTN), you can often enjoy improved call quality. 

Why do Teams use Direct Routing? Increased Efficiency and Collaboration 

Working with Intratel, you can connect to Microsoft Teams’s PSTN. This will help you to streamline processes and increase efficiency. For example, let’s say you have someone in sales who needs to transfer a call to customer service. With direct routing, they can do that without having to leave the Teams interface or even put the caller on hold. They can simply drag and drop the call into the relevant channel where customer service is available. 

What do I Need for Microsoft Teams Direct Routing?

To set up Microsoft Teams Direct Routing, you need to connect to a supported Session Border Controller (SBC). An SBC connects your Teams infrastructure to Microsoft Phone System. 

If you don’t have an SBC, you can use Intratel Communications. If you go with Intratel, you do not need a Microsoft Teams calling plan. Once you’re with Intratel, we can help you set up and configure for Microsoft Teams Direct Routing. 

Microsoft Teams Direct Routing allows you to connect to Microsoft Phone System in Office 365, so you will need to have a Microsoft 365 organization that you use to host your Microsoft Teams users, and the configuration and connection to our SBC. 

You will also need one or more telephony trunks. These trunks connect to the SBC. The SBC connects to your Phone System through Direct Routing on one end. The SBC can also connect to third-party telephony entities, like:

  • PBXs and
  • Analog Telephony Adapters

Any PSTN connectivity option connected to the SBC works. This connection enables you to use Microsoft Calling Plans or Microsoft Phone System features with your existing devices and phone numbers. 

We can Help You with Your Microsoft Teams Direct Routing needs

Now that we’ve gone over what Microsoft Teams Direct Routing is and how it works, let’s review some of the key benefits: increased flexibility, cost savings, and improved call quality. If you’re looking for more control over your calling capabilities or want to take advantage of cost savings, then direct routing may be the right solution for you. 

Intratel Communications is a leading provider of Microsoft Teams direct routing solutions. We offer a variety of different plans to suit the needs of businesses of all sizes. 

We also provide support, so you can always get the help you need. Contact us today to learn more about our Microsoft Teams direct routing solutions. Get A Quote Today!

How Can I Utilize a PBX Management Software for My Small Business

PBX management phone system

Having a small business can come with a lot of advantages. The first being that you are your own boss and make all of the decisions. You also have the ability to choose your hours, your staff, and your products or services. While this may seem like a lot of freedom, it also comes with a lot of responsibility. 

One of your most important responsibilities is ensuring that your small business is using the right software and allocating proper resources. And, software to manage your PBX phone system may be the right choice for you. It is important to have a phone system that is reliable and efficient. 

Otherwise, you may end up losing customers and wasting money. But, it is also important to have software that can maximize your phone system and productivity. That’s where PBX management software comes in. 

PBX management software can help you to keep your PBX system organized and running smoothly. The software can help you to track calls, manage voicemails, and even record calls for training or quality control purposes. A good PBX management software will save you time and money in the long run. It is an essential tool for any small business owner.

What Are PBX Systems For Small Business?

To start off, PBX, or private branch exchange, is a telephone system used by businesses with multiple employees. If you are aware of PBX and how it works, skip ahead to the next section. 

A PBX phone system allows employees to communicate with each other and the outside world without using the public telephone lines, either cloud hosted or on-premise. A business with a PBX system will have its own telephone number and will be able to manage its incoming and outgoing calls internally. 

A PBX system can be very helpful for small businesses, as it can save money on long-distance calls and help to improve employee productivity. In addition, a PBX system can be easily expanded as a business grows, making it a scalable and flexible solution for small businesses.

Some of these systems are hosted PBX systems, which means they are cloud-based instead of on-premise systems. This means they can be managed by a provider, saving your small business from upkeep and management costs. Finding a hosted PBX provider in Canada is a great way to stay local and ensure your business is taken care of. 

What can PBX Management Software do for me?

You can manage and monitor your on-premise PBX phone system with software. If you decide to go with Intratel, we can provide you with our web-based PBX management software. With that, you can automate your system upgrades and configuration, saving you time. 

Intratel’s PBX management software is web-based. You can access it anywhere to:

  • Provision new phones
  • View call detail records (CDR)
  • Manage call recordings
  • Setup IVR/voice menus
  • Control call forwarding/follow-me features
  • Keep tabs on your phone system. The software will automatically notify you when a critical event occurs by sending an alert via email. 
  • Send and receive SMS / IM messages
  • Manage hunt groups
  • Manage custom schedulesH2: How do PBX phones work and how does PBX Management Software fit in?

PBX phones are the backbone of many businesses, small and large. Understanding how they work can give you better insight into how the management software works. A PBX system is a phone system that routes calls within a company or organization. Calls can be transferred from one extension to another, and outside calls can be routed to the PBX for incoming calls. 

The PBX system is controlled by a central switchboard, which allows operators to manage a large number of calls with ease.

Hosted PBX systems specifically can also supply small businesses with VoIP solutions. VoIP stands for Voice Over Internet Protocol and it works by transmitting data over the internet. Because this transmission happens at the speed of light, there is little to no difference in the end result when compared to analog calls. 

The PBX management feature is available with:

  • On-Premise PBX
  • Call Centres Solutions

How do I know if I need PBX Management Software?

PBX phone management software being used

If you are a small business with a PBX phone system, then PBX management software is for you. 

PBX management software can help small businesses to keep track of their PBX system, ensuring that it is running smoothly and efficiently. The software can also provide businesses with insights into how the PBX system is being used, helping to identify any potential problems. As a result, PBX management software from Intratel can be an invaluable tool for small businesses. 

How VoIP solutions can help small businesses

If you’re not fully convinced you need PBX management software, perhaps what you need is simply a VoIP solution for your small business. 

VoIP solutions can be very helpful for small businesses for a number of reasons. First of all, VoIP is much less expensive than a traditional phone line, which can save a small business a lot of money. Additionally, VoIP allows businesses to add features such as call forwarding and voicemail that can make it easier for customers to reach you. 

VoIP is very easy to use and set up, so small businesses can start using it right away without any disruptions. VoIP solutions can be a great way for small businesses to save money and stay connected.

Finally, VoIP can be used from anywhere with an internet connection, so even if a business is closed, customers can still leave a message. VoIP solutions are becoming increasingly popular, and for good reason — they can provide a big boost to any small business.

Intratel is a trusted Canadian business. Many other small businesses like yours have used our PBX systems to better their bottom lines. Let us show you what we can do for you, get a quote today!

The Ultimate Guide to Understanding How SIP Trunking Works

SIP trunking communication platform icons

Are you looking for a more efficient and cost-effective way to manage your business communication needs? If so, you may want to consider SIP trunking. But what is SIP trunking and how does it work? This guide will provide you with all the information you need to understand this communications technology and determine if it’s the right fit for your business.

What is SIP trunking and why do businesses need it?

Are you asking yourself, what is a SIP trunk? Well, in its simplest form, a SIP trunk is essentially a virtual version of an analog phone line.

SIP trunking is a VoIP technology that allows businesses to make and receive phone calls over the internet. It stands for Session Initiation Protocol. SIP trunking can be used with both on-premise and cloud-based PBX systems, and it offers a number of benefits for businesses. 

Perhaps most importantly for businesses, SIP trunking can help to reduce calling costs by eliminating the need for dedicated voice lines. In addition, SIP trunking can improve call quality and reliability by providing a more consistent connection. SIP trunking is also highly scalable, so it can easily accommodate future growth because without physical phones, you can add or remove lines easily. For all of these reasons, SIP trunking is an increasingly popular choice for businesses of all sizes.

How does SIP trunking work?

SIP trunking is a telecommunications technology that uses the SIP protocol to establish and terminate VoIP calls. SIP trunking allows VoIP calls to be made using a public IP network, such as the internet, instead of a traditional telephone network. 

With Intratel, SIP trunking works with your business through a remote connection. Since it’s not bound physically, you can move your business location without needing to change or transfer your phone number. 

What is SIP trunk pricing like and how can businesses save money with it?

SIP trunk pricing depends on your provider, however, Intratel Communications provides tiered pricing levels with the opportunity to add on features. It starts at 19.95 monthly per user. 

Phone systems with SIP trunking in Canada can attach to international phone numbers, which means they can receive calls globally. This has a huge benefit for companies who do business globally as it provides customers with a low-cost option for long distance calls. 

If your business typically has a high call volume, it’s easy to add more lines to match your needs. On the other hand, if you receive low call volume, we can decrease the amount of SIP lines. This will cut costs, making sure you only pay for what you use. 

Great for remote working  

SIP trunking can be used to connect remote workers to their central offices, thus allowing businesses to take advantage of cost-free communications across different office locations. Intratel Communications offers SIP trunking services that can be used to improve remote working. And, in this day and age, every bit helps. 

Other benefits SIP trunking can provide businesses 

Save money with your phone lines through SIP trunking

SIP trunking can provide businesses with a number of other benefits besides cost. For example, SIP trunking can improve call quality by through VoIP technology — so long as you have a strong internet connection. At Intratel, we can help you to upgrade your internet connection if you need to. 

SIP trunking can also provide businesses with greater flexibility when it comes to adding or removing phone lines. SIP trunking can attach to your existing on-premise PBX or Microsoft Teams platform.

Is SIP trunking right for me?

If your business relies on phone communication and wants to keep costs low, SIP trunk technology could be for you. You will need a strong internet connection for the calls, however, Intratel Communications can help with that. 

What are some of the most important factors to consider when choosing a SIP trunking provider?

When choosing a SIP trunking provider, there are a few key factors to keep in mind. You will want to ensure that your provider can give you the support you need. If something were to happen, your business’ communication is of the utmost importance. Find a provider that is trusted to provide impeccable customer support and who is responsive to your needs. 

Second, you’ll want to consider the provider’s pricing structure. Make sure that the provider offers a competitive price for their services. And, it can often be a bonus to find a provider that offers tiered pricing or flexibility with add-ons. You don’t want to have to pay hidden fees or surprise costs down the road.

Third, you’ll want to consider the provider’s features and options. Make sure that the provider offers the features and options that you need. Bonus points if that provider can customize their features to your needs! 

Fourth, you’ll want to ensure you’re not entering into a contract you can’t get out of. With Intratel Communications, we offer our customers no contract services so you have absolute freedom. If you find our services aren’t for you, you can leave with no penalty. We pride ourselves on striving for 100% customer satisfaction.

You’ll also want to consider whether or not your provider is local. For us at Intratel, being 100% Canadian means that our solution is compatible with almost all major phone systems and providers in Canada. This is important to us because we pride ourselves on being one of the most reliable SIP trunk providers. We have a great, trusted reputation as a leading SIP trunk provider in Canada.

Difference Between VoIP and PSTN

Since it was first introduced, VoIP has quickly been selected as a cost-effective and future-proof option for PSTN. By 2021, VoIP users have reached 3 billion tags – a considerable achievement compared to only 2 million businesses connected to the landline. With more companies keen on employee mobility and flexibility, there are no signs that this trend is changing or declining. But is it time to officially call PSTN Termination?

What is PSTN?

PSTN (Public Switched Telephone Network) is a traditional circuit-switched telephone network. It is best described by other acronyms, POTS or the plain old telephone system. Since the late nineteenth century, it has provided infrastructure and services for public transportation and replaced landlines as an alternative to personal and commercial communication.

What is VoIP?

Over the past 30 years, VoIP has made rapid progress in the telecommunications industry, proving its reliability and versatility. VoIP depends entirely on an Internet connection to make and receive calls. The audio data is sent over the network as compressed packets and decoded and decompressed at the receiving end.

The main difference between PSTN and VoIP

While enabling successful long-distance communication is the ultimate goal of both networks, it paints a list of similarities to the end. However, when this is considered, PSTN and VoIP take two completely different paths toward this goal. For example:

Technology and hardware

PSTN is a two-point circuit-switched network. It consists of copper wires that are used to transmit analog audio data. They rely heavily on telephone wires, switching hubs, and cabling systems to ensure high-quality audio transmission. On the other hand, VoIP is a packet-switched network that sends digital audio signals from the sender to the receiver in real-time via a Wi-Fi or Ethernet connection. Users have the flexibility to make calls from their existing landline using a dedicated VoIP desk phone or adapter or by downloading an electronic phone to their mobile phone, tablet, or computer.


Call charges on a traditional landline are based on distance and time. For a person who makes frequent international calls, this means having difficulty estimating the vast and unexpected monthly bills and their communication budget. However, in the case of VoIP, your standard monthly subscription eliminates the element of surprise. This monthly or annual rate is determined by the users and features you want to apply and can be modified entirely to meet your business needs. In addition, unlike PSTN, VoIP does not require significant infrastructure costs on hardware, wiring, and personal telephone installations. VoIP telephony efficiently reuses existing devices and internet connections without the need for any additional initial investment. It is manipulated that companies can save up to 80% by eliminating traditional circuit-switched networks.


Since PSTN can only make and receive calls, VoIP telephony is a clear winner when we consider the features on offer. VoIP is not just about making calls but getting the most out of each call. Offers a complete set of default features, including:

  • mail
  • Call transfer
  • Call recording
  • Call monitoring
  • Call queue
  • Call forwarding
  • Availability status etc.

Some systems may even offer simple AI-powered devices like Digital Receptionists. It helps customers in a timely and efficient manner using automatic commands, queue, and on-hold music. In addition, automated service handlers can collect basic caller details with more sophisticated software to help agents quickly adapt their approach to customer needs.

PSTN Advantages

Although lagging in terms of cost and features, it still sets the standard for: Security: VoIP’s reliance on the Internet to transmit data is its most significant strength and weakness. While Internet setups are vulnerable to malicious cyber-attacks, companies that handle sensitive data prefer traditional landlines. Quality: It’s not that VoIP doesn’t match the quality of land calls, but it often doesn’t have the same consistency. With PSTN, signals typically travel at high speeds using copper wires and are not subject to low bandwidth.

Utility: Businesses seek the benefits of VoIP – making changes is never easy. The landline has long been an easy-to-use solution and a comfortable area for many employees and managers.


VoIP Advantages

In addition to being a unique and cost-effective solution, as discussed earlier, VoIP offers several benefits that are hard to miss:

Flexibility: Select the device, providers, SIP trunk, number, and country-code you want to use. IP telephony offers unimaginable freedom and control over setting up connections.

Mobility: Lack of dedicated infrastructure means the system can be adapted from anywhere, providing employees with all the tools required to be productive.

Scalability: With just one click, you can upgrade or downgrade your subscription to meet the needs of your current business and eliminate the need for long (and expensive) hardware replacements.

Maintenance: Most VoIP maintenance can be done through automated software updates that are free and take a few minutes to install.


We cannot deny the VoIP’s contribution and innovation in communication. VoIP is a clear choice for many simply because of its comfort and flexibility. However, we will not be in a hurry to announce the death of PSTN. POTS still offers unparalleled reliability and consistency. As a result, it serves as a backbone and safety net for many companies trying to get the most out of VoIP.

Where to get the best VoIP service?

Intratel is a leading provider of business telephony / VoIP systems and solutions. We use our innovative and full-service capabilities to provide your business with affordable, reliable, and specialized enterprise-class telephony solutions. Call us right now!