KEY POINTS:
Q. What is voice over internet protocol (VoIP) and what does it do?
A. Basically VoIP means voice transmitted over a digital network. Initially VoIP only worked over the internet but today it works over most network types including private networks that businesses are already deploying for other data services.
Q. How exactly is VoIP different from traditional telecommunications?
A. With VoIP the voice signals are converted into packets, including signalling, and sender and receiver details. Along the way the VoIP packets can choose alternate paths because the destination address is included in the packet. This is in contrast to the older circuit-switched system when the call path is determined and confirmed prior to information flowing between the two parties.
Q. How expensive is setting up a VoIP system for my business?
A. This will depend on your telephone system capability and the readiness of your network to accept this new technology. A lot of older telephone systems are not VoIP-capable and will require replacement. The cost depends on whether you can utilise existing equipment. If you are only working in a single-site environment, network readiness should not be such an issue but is critical if considering connecting multi-sites together. This involves ensuring existing data switches can manage the voice traffic.
Q. What are the benefits of setting one up, and are there any downsides?
A. Advantages include cheap toll calls between your sites across the country and the world. If you are on a green-field site only one cabling infrastructure is required for both voice and data, which historically would require need separate networks. Other benefits are simple integration of your computer system and telephone system; self management of your system, saving money on adds, moves and changes; and increased efficiencies and productivity through leveraging mobile functionality. But given this is still a new technology not all providers are experienced in deploying VoIP systems, especially multi-site environments. Ensure you go with an experienced provider.
Q. How secure are my calls and why is it cheaper to make calls using IP telephony?
A. Security is higher than with the older circuit-switched technologies. If security is crucial for you, check your provider has encryption in its system or can provide a third party high-level security service. It is cheaper to make calls as you are by passing the telco and using your own network.
Q. Is there the same kind of tech support for IP telephony as there is for traditional telecoms?
A. A different skill set is required to the older style circuit-switched tech support. Telephony, data network and applications skills are required. Ensure your provider has these skills along with a maintenance agreement. Given the complexity of these new systems, a return basis warranty is no longer enough.
Q. What about mobility or making calls when out of the office?
A. You can now log on to your office system from anywhere in the world and be part of the system for phone calls, not to mention being able to download your voicemails to your email inbox and playing them through laptop speakers.
Q. Which data has priority when going across the network?
A. This will depend on how your network is set up but with VoIP the voice has to be real time. It does not matter if your email arrives a couple seconds late across your network, this doesn't work with voice. It is easy to set up the right systems for voice and data needs.
