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How would the service provider handle an emergency? They should have plans and systems in place in case something catastrophic happens. That means they should have top-flight security in place to stop hackers from infiltrating their system. Plus, they need back-up and recovery plans in place and thoroughly tested.
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Ability to seamlessly network multiple systems over the world wide web. You can have 4 digit dialing between offices, share a receptionist and decrease long distance costs since calls between offices are free of charge. You can access the dial tone of a networked office to make a "local" call; local for them but long-distance to a person will.
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