An Introduction to VoIP

What is VoIP?

Voice over Internet Protocol (VoIP) is a technology that allows you to make calls over the internet instead of using traditional landlines. The experience of making a call remains quite similar - you’ll still use an earpiece and microphone. However, with Openreach planning to phase out the Public Switched Telephone Network (PSTN) by the end of 2025, VoIP will become the standard for communication.

We're committed to ensuring you maintain seamless business communications during and after this transition, often referred to as the Big Switch Off. Moving to VoIP telephony is not only necessary, but also brings several advantages Firstly, it enhances call quality and uses a familiar technology. If you've ever made a call through Facetime, Skype, Zoom, or Teams, you've already experienced VoIP in action.

How does VoIP Work for Businesses?

The journey of VoIP innovation began over 50 years ago, with VoiceTec launching the first VoIP software in 1995. Early adoption was slow due to costly equipment and limited broadband speeds. However, by the 2000s, affordable devices and faster internet connections made VoIP widely accessible. Today, thanks to reliable broadband, most people use VoIP, often unknowingly!

In essence, VoIP works by transforming your spoken words into a compressed, digital format. This data is transmitted over the internet to the recipient, where it's reconverted into audible sound. Unlike PSTN, which uses analogue electrical signals to carry voices, VoIP relies on digital technology.

Here's a slightly more technical breakdown:

Your phone or device connects to your router through your Local Area Network (LAN).
Upon selecting a recipient, your device notifies your VoIP provider to establish a connection.
Once the connection is established, compressed 'data packets' are exchanged.
Your VoIP phone converts the incoming data back into sound, allowing you to hear your contact.

This entire process occurs in a split second, enabling seamless conversations with individuals both near and far. It's truly remarkable when you pause to consider it!

What is VoIP’s Purpose?

VoIP technology revolutionised communication by enabling voice calls to be transmitted over the internet rather than through traditional telephone lines. Originally developed to explore alternatives to the expensive and inflexible infrastructure of the PSTN, VoIP has evolved into a modern solution offering flexibility, cost efficiency, and advanced features for businesses and individuals alike.

Today, VoIP is primarily used to streamline communication by routing calls through secure, internet-connected data centres, removing the need for physical hardware on-site.

How is VoIP Used?

VoIP offers a unified communications solution that brings together chat, voice, video and online collaboration into a single platform. These systems can integrate seamlessly with Microsoft Teams, bringing all necessary tools in one place. Users can access these services from their device of choice- whether it be fixed-line phones, mobile handsets, tablets or laptops- providing convenience and flexibility.

With these capabilities, VoIP opens up a number of opportunities for businesses to work more efficiently. Here are a few examples:

Business Continuity – Even without access to the office, main line, and other numbers remain operational.
Flexible Workforce – Employees can use soft phones to work from home, maintaining productivity without a physical office presence.
Mobile Workforce – Staff, whether on-site or traveling, remain contactable on their internal numbers (DDI’s).
Increase Productivity – Integration with Microsoft Teams allows for streamlined communication, including chat, calls, file sharing, meetings and messages, all from one place.
Conference Calls – VoIP can aid with Arranging meetings with customers and suppliers, enabling staff to join from any location.

How to Switch to VoIP

The simplest way to get started is to contact us for a confidential, complimentary, no-obligation conversation. These are the type of subjects we would initially consider:

Do you have an old PSTN based phone system?
What are the issues with your current system?
What features do you currently have?
What other features would you like?
Do you use Teams?
Do you have remote Offices and Home Workers?
What Internet service do you have?
Tell us about your network devices and cabling?
How many staff do you have that need phones?
How quickly do you want the new system to be operational?
Have you considered the costs?

Setting Up VoIP for Your Business

Implementing a new VoIP system is a consultative process. We work closely with clients to develop a detailed plan, ensuring every step is timed appropriately. It's crucial to manage the transition carefully, especially when retaining and transferring existing numbers, to ensure a seamless transition to the new system.

1. Initial review: Firstly, we assess all necessary elements to confirm that the internet and network can support the required capacity and that all preliminary considerations have been addressed. This groundwork helps prepare both our team and the client for the project.

2. Implementation phase: Once this is complete, these core areas are discussed:

The ”Go Live” date: Setting a launch date for the new system.
Project leadership: Appointing Flex & Client Project Leads.
Staff awareness & input: Ensure staff are aware of upcoming changes and soliciting their input.
Timescales: Considering holidays and other events that could impact the implementation timeline.
Failsafe Plans: Preparing for contingencies.
Number Planning & Transfer: Managing the continuity of service during number transfers.
Direct Dialing Numbers (DDI’s): Assigning DDI’s for staff & departments.
Extension Number allocation: Distributing extension numbers.
Device Assignment: Deciding who will use desk phone, mobiles and soft phones.
Call Management Features: Setting up call queues, call barring, interactive voice responses (IVRs), conference calls, message recording, and call recording.
Security Measures: Implementing Two-Factor Authentication (2FA)
Staff Training: Preparing staff to use the new system effectively.
Ongoing Support: Establishing a support plan for post-implementation.

3. Finalising the plan: The comprehensive plan, based on all the points discussed, is finalised and agreed upon with the client before implementation begins.

Are VoIP Calls Secure?

When transmitting communications over the internet, concerns about security are natural and important.

The security of VoIP calls depends on the provider and the cybersecurity measures in place. Internet communications are vulnerable to hackers who can exploit them for various malicious purposes, including extracting information, disrupting call services, eavesdropping, or spreading malware.

To mitigate these risks, it's crucial to choose a VoIP provider that prioritises encryption measures. Our decision to partner with Firstcom Europe, for example, was heavily influenced by their robust commitment to call security.

Additionally, you can further enhance security by:

Utilising an encrypted Wi-Fi network.
Incorporating VoIP technology into your Firewall protection.
Choosing password access when configuring VoIP.
Considering two-factor authentication, particularly in industries handling highly sensitive information.
Strategically planning the secure setup of remote users.

Implementing these measures can significantly strengthen the security of your VoIP communications, providing greater reassurance in an increasingly interconnected digital landscape.

How Much does a VoIP Phone System Cost?

Installing VoIP Phone systems can be straightforward with proper planning and experience. The time required for installation and configuration depends on the system's size and complexity.

Cost Structure:

Initial Fees: There are no initial connection fees for setting up a VoIP system.
Software Maintenance and Upgrades: Once installed, software maintenance and upgrades are available at no extra cost and are straightforward to complete.

Ongoing Costs:

Licenses: The system is licensed on a per-user basis, with fees paid monthly. The subscription term is typically 12 months.
Additional Services and Equipment: Depending on your needs, additional services and phone handsets can be added. Although some businesses may require a dedicated internet service for their VoIP system, this is often not necessary.

Additional Options:

Call Plans: A variety of call plans are available to suit different business needs.
Call Recording: This feature can be added if required.
Additional Licenses: Licenses for PCs and mobile devices are available.
Conference Call Service: Enhance communication with a dedicated conference call feature.
Teams Integration: Licenses for integration with Microsoft Teams can also be provided.

All these features and additional services are discussed during our project planning with clients, ensuring that each VoIP system is tailored to meet specific business requirements..

Why is VoIP Cheaper?

A VoIP phone system may be more cost-effective for several reasons:

Reduced infrastructure costs: VoIP uses data transmission over your existing internet connection rather than requiring dedicated phone lines. This eliminates the need for separate phone lines, reducing infrastructure costs. Additionally, there is no on-premises phone system to maintain, cutting down maintenance costs.
Flexible and economical call plans: VoIP providers typically offer a range of flexible call plans, including options for flat-rate plans or unlimited minutes for a fixed monthly fee. These bundled packages can lower communication costs compared to traditional phone systems.
Software-based solutions: Increasingly, businesses are now using “Soft Phones”- Apps installed on office PCs and mobile devices that replicate the functionality of traditional VoIP desk Phones without the need for physical hardware. This shift away from physical phones to software solutions offers substantial savings on hardware costs.
Improved flexibility and mobility: While the cost savings are significant, the primary advantage of VoIP is flexibility. VoIP systems allow office calls to be made, taken, and transferred anywhere, provided there is an internet connection and a soft phone application. This mobility can lead to improved productivity and efficiency.

What are the Benefits of VoIP?

VoIP technology is favoured by businesses and individuals alike for several reasons:

Unified Communications: VoIP allows the use of personal devices to make calls through a single number, unifying communications across various platforms. This capability enhances the accessibility and convenience of managing communications.
Scalability: As your business expands, VoIP technology easily scales to accommodate growth. Adding or removing users and adjusting features can be done without significant infrastructure changes.
Cloud-Based Efficiency: Being cloud-based, VoIP systems require no physical equipment maintenance on your premises. All system upgrades are automatic and free, significantly reducing IT overhead.
Flexibility and Mobility: VoIP enables staff to work remotely, whether they are in home offices, remote locations, or on the move, facilitating a flexible work environment.
High-Quality Communications: VoIP Ensures consistently high-quality calls, improving both internal and external communications..
Minimal setup Requirements: For SMEs, setting up VoIP is straightforward. Typically, all that's required is a subscription with a VoIP provider, a compatible device (phone, mobile, or laptop), a router, and a stable broadband connection. While optional, headsets are recommended for more efficient call handling.
Cost-Effectiveness: VoIP reduces operating costs by leveraging existing internet services and devices instead of relying on expensive analog phone systems. This also leads to lower call charges, a major incentive for both operators and consumers.
Advanced Features and Flexibility: VoIP offers a plethora of features that surpass traditional phone systems, such as advanced call handling, voicemail to email, and video conferencing. Additionally, it supports 1:1 or three-way setups, allowing more participants from various locations to join conversations- Ideal in today's era of remote work.

Thus, VoIP communication technology stands out for its reliability, affordability, and adaptability. If you haven't already embraced it, there's no better time than now to do so.

What are the Limitations of VoIP?

While VoIP (Voice over Internet Protocol) offers numerous benefits, there are several limitations to consider:

Dependance on Power: The primary drawback of VoIP is its inability to function during a power outage. This presents a significant challenge for individuals working from remote locations with unreliable broadband connections. However, having backup power sources can mitigate this issue effectively.
Emergency Calls: Making emergency calls via VoIP services has historically been problematic. Some providers have had issues ensuring reliable access to emergency services. However, regulatory bodies like Ofcom are actively working to improve this issue, especially with the phasing out of traditional landlines.
Compatibility with Analogue Devices: Switching to VoIP may affect the functionality of analogue devices connected to traditional landlines, such as fax machines, alarms and alert systems. This issue can typically be resolved by using an Analogue Telephone Adapter (ATA), which bridges traditional analogue systems with digital VoIP services..

If you're worried about maintaining the operation of analogue devices or if you are uncertain about the adequacy of your broadband for VoIP, we're here to help. Our team can offer expert advice suitable solutions and can help assess your broadband's speed, stability, and bandwidth to ensure it supports VoIP technology effectively.

Is VoIP the Future?

VoIP (is undoubtedly shaping the future of communication. Whether you’ve adopted it early or are considering a switch in anticipation of the obsolescence of traditional landlines, VoIP is becoming a central focus in how we communicate.

The integration of VoIP with emerging technologies, especially 5G, is set to significantly improve its reliability, security, and capabilities. This evolution promises to enhance call handling efficiency and cater to the evolving needs of businesses.

When will VoIP Take Over?

VoIP has, to some extent, has already taken over. The infrastructure for both internet and phone systems, managed by providers like Openreach, now predominantly use fibreoptic cables from street cabinets and local exchanges to handle calls via network connections. While the old copper (PSTN) connections still exist in some areas, they are no longer available for new orders and will be disconnected in the near future (see the links below).

This transition means that even if traditional phone systems are used, VoIP technology is likely handling the transmission behind the scenes.

When a new Fibre Internet service is installed at a business premises, VoIP can fully facilitate communications, connecting calls made from the premises. VoIP phones, when integrated into an office network, enable end-to-end VoIP communication for calls between VoIP-enabled devices. Additionally, older PSTN phones can be connected using an analogue telephone adaptor.

For more insights into this transition, referred to as the ‘Big Switch Off’, you can visit the following links:

https://www.flex.co.uk/news-insights/flat-batteries-phone-network-need-reliable-back-ups

https://www.flex.co.uk/news-insights/what-services-are-affected-big-switch

How to Choose the Right VoIP System for Your Business

Choosing a VoIP provider is a strategic decision that impacts your communication systems' efficiency and reliability. By carefully considering the factors above and aligning them with your business needs, you can select a provider that supports seamless, scalable, and secure communication.

Here are the key considerations:

Features and Functionality: Does the system do all you need (and possibly more)?
Reliability and Call Quality: You rely on your phone system, so make sure it's fit for purpose.
Cost and Pricing Model: This must match your budget.
Security and Compliance: A key factor to protect your network.
Customer Support and Service: An experienced team to help if there is a problem.
Internet and Infrastructure Requirements: Has the provider considered these requirements?
Flexibility and Customisation: The ability to expand or alter the service must be possible.

Reputation and Reviews: Does the provider have a track record for the solution?

Get in contact today to find out how a hosted telecoms solution from Flex IT could help your business.