What is a VoIP system?
Voice over IP (VoIP) is a term used to define voice and multimedia services. These run over the local area network and out across the public internet to the receiving destination which can be using the old analogue systems. Furthermore, VoIP system providers use different ways to allow digital signals to be sent over to the Public Switched Telephone Network (PSTN) which is the more traditional home user telephony.
The positive of using a VoIP system is that you do not need expensive hardware. Most (if not all) IT companies have a hosted server outside of your network. As a result, they can hold your VoIP system instead of the old PBX boxes. These were expensive and you had to hide somewhere (usually the cupboard). In addition, the old analogue PBX usually had to be financed. For start-ups/SMEs needing small business IT support, this could be quite expensive. Thankfully, additional cabling to the phones is no longer required. VOIP does require digital handsets but they can be connected via ethernet cable from your network device (switch) to the phone and then to your workstation (PC or laptop).
Wireless devices are also available to be able to make a call using Wifi or mobile internet (3G, 4G, 5G). Therefore, allowing your remote staff to be able to make/receive calls on the move as if they are in the office without redirecting to your mobile phone number.
We are happy to see more VoIP solutions moving towards mobile applications. As this allows staff members to make/receive calls from mobile phones as if they are in the office without an additional cost.
If you’re looking for the best IT Support Sussex and other areas such as Surrey and have to offer, including VoIP phone systems, Hero IT Support is only a call away.
Considerations
- What functionality do you require?
- Call Queuing
- Call Recordings
- IVR (Interactive Voice Response)
- Call back
- Call Parking
- Reporting
- Legal compliance
- Price
- Onsite vs hosted
- Service /Functionality vs cost saving
VoIP System Functionality
Dedicated connectivity between the local exchange, fixed speed for download and upload without anyone else sharing your connection. So, if you are a business which can afford a leased line, we would always suggest it. This way you know that you have guaranteed speed without other businesses interfering. Furthermore, this can help when using VoIP with a lot of concurrent calls. Our team here at Hero IT Support will always be able to tell you what your options are on this topic.
Call queuing
Call recording
IVR
Your business number gets called by a potential client but you have multiple departments where this call should be routed. Instead or in addition to a receptionist, there can be an automated message asking where to direct this call by the caller interacting with the phone.
Call Back
When a potential client calls and gets placed in a queue, instead of waiting they can be offered a call back for the member of staff who they are trying to reach. When that member of staff finishes their call, the phone will automatically dial the customers number from when they called prompting a quick response back to the awaiting customer.
Call Parking
Allows your members of staff to place callers into slots where they can be retrieved. This would be useful for placing callers who need to wait for a staff member to be available. Alternatively, if you need to go find a staff member without worrying about the call dropping and being able to pickup the parked call from any extension.
Reporting
One of the main focuses of a new telephone system should be the reporting. This allows you to be able to setup automated reporting for certain criteria. For example, departments, call durations, number of calls and even integration with customer service surveys.
Also, the web portal allows users with access to certain reports based on minimising it down to the staff members they are responsible.
Legal Compliance
Price
When you are looking for a VoIP system always take into consideration what you are currently paying. Your invoice from your current provider will break this down by line item. If you have an analogue PABX or hybrid which is onsite then you may be financing. Meaning a direct debit from the chosen finance company which will not be a telecoms or IT company on your statement.
Itemised billing provides a breakdown of all calls made for the previous month. Therefore, understanding the costs for local, mobile and international will mean you can compare the costs and how much you could save. We would always recommend you ask them to do this.
Conclusion
When looking for a VoIP system make sure you write down exactly the features you require. Make sure the telecoms or IT services can provide this, so you do not waste your time. Saving money is always great especially when trying to get the project agreed by the board. You can prove this by using a comparison of call costs, hardware, licensing, monthly subscription services.
If you are looking for a solution by your are struggling with any part, please do not hesitate to contact us on hero@heroitsupport.com. We can help you implement the most cost effective solutions to meet your requirements.