3-page PDF · A4 · 28-point self-assessment
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Resources
Practical reading for UK contact-centre and financial-services operators.
One free download, plus articles drawing on twenty-eight years of UK contact-centre engineering.
New · FCA Consumer Duty
FCA Consumer Duty Call Monitoring Readiness Checklist
A free 28-point self-assessment, free PDF download. Work through where your call monitoring stands against what Consumer Duty now expects — coverage, vulnerability identification, retention, and board-level evidence — before the FCA asks you to.
Coming soon
- Coming soon
VICIdial INBOUND_MAN and the hardcoded NXDIAL pause — why your inbound queue feels slow
The inbound pause nobody documents, and what it does to your queue times.
Not yet published - Coming soon
GoHighLevel customFields search: the one-character API gotcha
Singular vs plural — the field-name quirk that silently breaks lookups.
Not yet published - Coming soon
Cloudax CLI passthrough on VoipTalk — the fromuser problem
Why your CLI doesn't present, and the fromuser setting that fixes it.
Not yet published
Also free to download
14-page PDF · Updated 2026
The UK Contact Centre Operator’s FCA Call Recording Checklist (2026)
Retention periods, encryption requirements, Consumer Duty obligations, redaction policies, transcript indexing, and what to do when an SAR or FOS request lands. Written by people who actually run a regulated contact centre.
Articles
23 July 2026 · 4 min read
IASME, NCSC and Certification Bodies: Who Actually Certifies Cyber Essentials
Three organisations get named when you look into Cyber Essentials, and it is rarely clear who does what or who you actually buy from. Here is how the scheme is structured, and what it means when you choose an assessor.
Read article23 July 2026 · 4 min read
Cyber Essentials Plus: What the Audit Actually Tests, and Who Needs It
Plus is the same five controls as Cyber Essentials, but somebody checks. Here is exactly what the assessor does on the day, what catches firms out, the 2026 re-sampling change, and how to tell whether you need Plus at all.
Read article23 July 2026 · 5 min read
What Cyber Essentials Actually Costs in 2026
The certificate is a few hundred pounds. The real bill is everything you have to fix before you can honestly answer the questionnaire. Here are the 2026 assessment fees, Cyber Essentials Plus pricing, and what a small firm should really budget.
Read article23 July 2026 · 5 min read
The Cyber Essentials Checklist for 2026 (Including What Changed in v3.3)
A working checklist for the five controls, updated for the April 2026 v3.3 requirements — mandatory cloud MFA, 14-day patching as an auto-fail, and full cloud scope. Plus the four things that cause most UK failures.
Read article14 July 2026 · 4 min read
Cyber Essentials for FCA-Regulated Firms: What It Actually Takes
Brokers and claims firms are increasingly asked for Cyber Essentials by insurers, networks, and clients. Here is what the five controls really mean, where small firms fail them, and what passing actually costs.
Read article13 July 2026 · 4 min read
Hosted vs Self-Hosted ViciDial in 2026: The Honest Cost Comparison
You've settled on ViciDial — the real question is whether to run it yourself or have it hosted. Here is the honest breakdown of both, from a team that does both every day.
Read article26 June 2026 · 4 min read
Ask Your Dialler: A Managed AI Floor Analyst for UK Contact Centres
Telebyte wired a live AI analyst into a managed UK outbound floor — its dialler data, call transcripts and reporting portal. Managers ask a question in plain English and get a grounded answer and coaching, without building a single report.
Read article16 June 2026 · 3 min read
TPS, CTPS and HLR: Keeping UK Outbound Lists Clean, Compliant and Cheap to Dial
How TPS and CTPS screening keep UK outbound calls legal (with PECR fines now up to £17.5m), and how HLR validation strips dead numbers before you dial them.
Read article16 June 2026 · 3 min read
The Ofcom "3% Rule" Is a Myth: What UK Outbound Diallers Actually Have to Do
Most operators think Ofcom allows a 3% abandoned-call rate. As a safe harbour, it was removed in 2017. Here's what the persistent-misuse rules actually require now.
Read article16 June 2026 · 4 min read
Migrating to VICIdial: What Actually Happens When You Move Off a Hosted Dialler
An honest walk-through of a dialler migration to VICIdial — the workstreams, where the real risk sits, self-hosted vs managed, and a realistic timeline.
Read article16 June 2026 · 3 min read
How to Back Up GoHighLevel (Because It Won't Do It For You)
GoHighLevel has no native full backup or point-in-time restore. Here's why that's a real risk for regulated firms — and what a proper API-based GHL backup looks like.
Read article16 June 2026 · 5 min read
FCA Consumer Duty Call Monitoring: A Practical Checklist for UK Firms
What Consumer Duty actually requires you to monitor and evidence on customer calls — a practical checklist for UK financial-services firms, and why 2% sampling no longer holds up.
Read article30 May 2026 · 9 min read
VoipTalk Setup for ViciDial: SIP Trunk Configuration That Actually Works
A step-by-step working configuration for connecting VoipTalk SIP trunks to a ViciDial install — peer config, dialplan, CLI handling, inbound routing, and the errors people hit most often.
Read article28 May 2026 · 9 min read
GoHighLevel for UK Insurance Brokers: A Real Implementation Guide
How to make GoHighLevel work for an FCA-regulated UK insurance brokerage — pipelines, custom fields, integrations with insurer APIs, the gaps in the standard configuration, and what to build around them.
Read article25 May 2026 · 10 min read
Transcribing and Sentiment-Scoring 9 Million Call Recordings on £50/mo of VPS
How Telebyte runs a production transcription and sentiment-scoring pipeline across a 9M-recording UK call-centre archive on commodity VPS infrastructure — Whisper INT8, RoBERTa sentiment, MariaDB FULLTEXT, and the architecture decisions that keep the bill predictable.
Read article21 May 2026 · 10 min read
Migrating from Hosted 8x8 or GoToConnect to Self-Hosted ViciDial
What it actually costs, takes, and breaks to migrate a UK contact centre off hosted dialler SaaS — 8x8, GoToConnect, RingCentral — onto self-hosted or managed ViciDial.
Read article18 May 2026 · 10 min read
FCA-Compliant Call Recording for UK Call Centres: 2026 Checklist
A practical checklist for UK call centres on FCA call-recording requirements in 2026 — retention, encryption, indexing, redaction, SAR handling, and the most common ways operations fail Consumer Duty audits.
Read article15 May 2026 · 10 min read
ViciDial vs GoAutoDial vs Bitrix24: Which Predictive Dialler in 2026?
An honest side-by-side comparison of the three predictive diallers most often shortlisted by UK contact centres in 2026, including the use cases where ViciDial is the wrong answer.
Read article13 May 2026 · 11 min read
Hosting ViciDial on Contabo VPS in 2026: A Complete Guide
A practical, opinionated walkthrough of running production ViciDial on Contabo VPS infrastructure — sizing, hardening, SIP trunk configuration, call-recording compliance, and the gotchas Telebyte sees most often in UK deployments.
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Need something the articles don’t cover?
Telebyte answers technical questions from UK contact-centre operators by email — even when there’s no project on the table yet.