VoIP FAQ

A virtual phone system is a web interface that enables you to make calls all around the world through or over the internet by making use of VoIP (Voice over IP Protocol) technology. Apart from making calls, you can easily use various add-on features like call forwarding, voicemail, multiple extensions, call transfer, directories, music on hold, and a lot more.

Virtual phone systems are a healthy alternative to your traditional telephone line and enable you to make and receive telephone calls through a broadband internet connection. These systems convert analog sound waves into digital signals and transmit the same over the internet. In simple words, a virtual phone system is a web setup that transmits voice over the internet and enables the telephone to function in a standard manner.

VoIP generally works by converting analog voice signals (picked by a microphone) into digital data. The computer easily recognizes these signals and other attached electronic devices. This digital data is then compressed into IP packets that are transmitted to different computers over the internet.

When these IP packets reach the other end, they are subjected to a reversal process, which converts them back into analog signals. The resultant analog voice signal then reaches the receiver’s ears through the speakerphone or headphones.

In order to enable VoIP to work efficiently, a good and stable internet connection is necessary. This will help in establishing a clear and uninterrupted transmission of your voice over the other end, resulting in smooth communication.

PBX is an acronym for Private Branch Exchange, which is mainly a switchstation for traditional telephone systems. This system consists of many interlinked telephone system branches and works by switching connections to and from each of these branches. These systems are generally used to connect the people working in internal organizations with external line calls.

By using PBX systems, you can lease one line and have a high number of people using them, each with a different desk phone with a separate number. The number is not in the usual or standard format. It mainly depends upon the number of the internal system. While using a PBX, you just need to dial a 1-, 2-, or 3-digit number to make a phone call to the other phone within the network. These different numbers are often referred to as extensions.

PBX communication is normally set up through various channels like VoIP, ISDN, or analog. In addition to making free internal calls, PBX systems enable you to make calls on the public switched telephone network (PSTN) worldwide.

These systems also provide a whole host of features like call transfers, voicemail, call recording, IVT (interactive voice menus), and several others to make communication easier and more effective.

PBX systems are more cost-effective, flexible, and productive than normal telephone lines because of their open standards and user interfaces. They are a healthy alternative to closed telephone systems and do not require you to invest in separate expensive hardware to enjoy efficient communication within and outside the organization.

VoIP uses UDP because it’s faster than TCP.

Transmission Control Protocol (TCP) is a connection-oriented internet protocol that is established and maintained until the exchange of messages between programs at each end of the line is finished. When TCP is used, the data is broken into packets, which are sent to the receiver’s program in order and uncorrupted. This ensures that the message is delivered accurately but at the cost of speed.

User Data Protocol (UDP) breaks the data into packets and sends it to the receiver like it should be, but not in order. Sometimes, packets even arrive corrupted or don’t arrive at all. However, programs using UDP keep the stream of information going uninterrupted and without any delay whatsoever, making UDP perfect for live communication, such as phone calls.

A virtual phone system is affordable and costs even less than traditional PBX systems, as you are not required to purchase or install any additional (and expensive) hardware. They’re capable of adding much-needed credibility to your business at a lower cost and enhanced productivity.Virtual phone systems can be easily used with standard telephones and mobile lines that you are already using. So, they’re especially beneficial to remote and hybrid workplaces.

Calls can be diverted straight from mobile phones when employees cannot be reached at their desks. Moreover, automated voice answering machines help assure your customers that they’ll be contacted soon when no one is available to pick up the call.

A great deal of other features like call hold, call blocking, call log records, caller ID, DND, conference calling, internet fax, voice-to-mail, and multiple lines and connections are also beneficial for your business operations and requirements.

Yes, you can keep using your existing number by migrating or porting it to the new virtual phone service provider’s network.

All VoIP companies provide and support phone migration. The only thing that varies across different companies is the transfer fee. Some companies transfer your number for free, while others might charge you a small fee. The fee might applied as a one-time charge or included in your monthly subscription while the migrated number is used.

There are two main aspects to consider when porting your number:

1. Porting time: Porting numbers usually take a few days to come into effect, so you’ll need to stay subscribed to your current provider until the migration is complete.
2. Personal records: It’s essential that the records within the new provider match perfectly with the previous one to ensure the continuity of services.

A softphone is a piece of software that turns your desktop, laptop, or main workstation computer into a phone. In a nutshell, it allows you to make calls over the internet.The computer-based softphone acts as a full-fledged phone, offering various features, which include call forwarding, call transfer, call hold, and several other.

Softphones primarily use the sound card installed in the computer for its audio input and output. The interface is quite standard and resembles a common phone dialer with number keys that can be pressed via mouse or simply dialed through the keyboard number pad for making calls.

A microphone and a headset would serve as a means of listening and speaking. You can also make use of the IP handset to make and receive calls through the internet.

VoIP mobile apps also come with a softphone, and they work exactly the same as your cell dialer.

Yes, VoIP can be used for texting. In fact, it’s common for VoIP providers to offer unlimited SMS.

Text messages can be sent via either the desktop app, web platform, or mobile app. Plus, unlike regular SMS, messages sent via VoIP can be much longer (up to 1,000 characters).

You can also receive push notifications and emails whenever you get a business text, start group conversations, and easily initiate calls from the messages themselves.

Yes, you can send faxes using VoIP, although a fax machine can only be used with VoIP by plugging it into an analog adapter.

Whether you use VoIP for residential or business purposes, almost all virtual phone systems can receive fax messages. You either have to provide a phone number or create a separate extension, and your incoming faxes will appear in your phone system account as email messages with a PDF (the actual fax) attached to it.

Meanwhile, outbound faxing is not available for residential phone systems. When it comes to business VoIP, there are several options to choose from:

• Unlimited faxing: usually part of the VoIP package, some providers offer full faxing capabilities off the bat.
• Faxing as an add-on: More flexible VoIP companies may provide faxing as an add-on where you pay an extra monthly fee to send faxes. Depending on the provider, this add-on might provide unlimited faxing from the getgo or have a tiered approach where the monthly quota it offers depends on how much you pay.
• Faxing on demand: As the name implies, faxing on demand is the option where you only pay for the faxes you send. This can be a great option for companies that need only to send the occasional fax.

Yes, VoIP is a safe and secure medium for communication. Virtual phone service providers follow proper security procedures to protect your account privacy and data integrity. They also follow adequate procedures to prevent hackers from intercepting your calls and eavesdropping your business or personal conversation.SSL encryption technology is used to protect voice data over the internet and keep others away from eavesdropping on private information passed through the systems.

Moreover, access to customer information is restricted to only those who need access, thereby protecting your information from all kinds of threats.

Yes, VoIP phone systems can be hacked. No matter where you live or what kind of software and device you use, being hacked is definitely the worst thing possible – even worse than a complete system crash. Just imagining being listened to by a stranger and/or using you as a pawn for committing something illegal is enough to send shivers down anyone’s spine.

And unfortunately, whether the hacker was doing their “job” for fun or had malicious intent, noone and nothing is completely safe from hackers. However, there’s no need to panic: there are several ways to detect whether you have been hacked and how to prevent hackers from breaching your system.

How to Recognize a Hacker Attack

First of all, know your enemy: some hackers block your phone system for fun (just to annoy you and other victims), but many hackers can launch DDoS attacks, make premium rate calls with your system, or even listen to your conversations to steal trade secrets or client information.

Regardless of the hackers’ identity or intent, there are multiple signs that tell you your phone system is being hijacked:

• Unknown/unwanted calls in your call history.
• Fake antivirus messages.
• Internet searches are directed to unwanted sites when the VoIP system is on.
• Webcams and microphones “activate themselves” without your involvement.
• Your phone bill skyrockets for no apparent reason.

How to prevent hacks

It’s easy to blame VoIP service providers for not protecting your system, but most hacks can be prevented by changing the password of your router the moment you get the device.

Routers usually have simple passwords by default, so changing them to secure and non-obvious passwords builds a wall in front of hackers. Speaking of walls, a good firewall is a must (it is easier to allow trusted traffic to go through than blocking malicious sites one by one) which becomes even stronger if you have a reliable, always up-to-date antivirus on all devices connected to the internet. And, of course, if you don’t use a device, unplug/disable/deactivate it immediately.

There is also a neat trick you might not think of first: Using a VPN with your VoIP service to make and receive calls for free or for a reduced price, pose as a virtual resident of another country, and prevent ISPs from blocking certain content and applications. Additionally, a VPN provides internet traffic encryption, preventing anyone from tapping into your incoming and outgoing calls.

Yes, VoIP services work over Wi-Fi.

VoIP services allow you to have phone calls over the standard wired network. However, by combining them with the Wi-Fi network, you can eliminate the network cabling required in the web network setup.

The standard process of VoIP codec, transmission, modulation, and demodulation is followed to transmit messages from your end to the receiver’s end using the Wi-Fi network.

No, your VoIP calls won’t slow down your internet connection. However, this doesn’t mean your internet speed won’t impact your VoIP call quality. It’s important to have a fast and stable internet connection to ensure uninterrupted, high-quality calls.

The amount of data VoIP uses depends on the mobile app. Still, it’s possible to make a close estimate. The easiest method is to check out what codec your VoIP provider uses. The most common codec used is  G.729, which consumes 32kb/s (kilobit per second). This means that an outbound VoIP call uses around 240KB per minute.

However, a call is made by two streams of information (outbound and inbound), meaning that a VoIP call uses around 580KB of data per minute (roughly 0.5MB of data). So, someone with 1GB of mobile data can spend around 34 hours on their phone making and receiving VoIP calls.

Meanwhile, video calls normally use the H.264 codec, which consumes roughly 64KB per second. So, it uses an average of 3.75MB per minute, meaning 1GB of data is able to cover around 4 hours and 45 minutes of video calls.

Of course, if your phone is connected to Wi-Fi, you don’t need to worry about mobile data.

You may already be won over by the economies of scale, high level of convenience, and other advantages of VoIP, though one crucial aspect may still be on your mind. Traditional landlines are generally still considered to be the most reliable, as calls are less likely to drop. And with stories about hacking of all kinds of internet-connected devices, spying actions by governments and companies, and other malicious acts plaguing the internet, you are also right to hesitate about the secureness of VoIP.

Luckily VoIP systems have evolved immensely in recent years, and we’ve seen many of these flaws being overcome.

Why go VoIP?

The biggest reason behind switching to VoIP is its cost efficiency. Most VoIP pricing policies operate with a monthly/annual fee for which you can make unlimited calls within the U.S., Canada, and Puerto Rico. In some cases, international calls are also covered.

Another huge advantage is portability. Even though you can use your system with existing or freshly purchased desk phones, a VoIP service can be accessed anytime from anywhere, provided that you have an internet connection.

And let’s not forget that all VoIP companies offer plenty of features – some of which are only available for regular phone systems if you pay a fortune. For an extra fee you will be able to access truly advanced features like call recording, greetings read by professionals, business texting and such.

Are there any cons?

Unfortunately, VoIP has some disadvantages as well. You need to have a good internet connection, otherwise you will have continuous problems with voice quality and dropped calls. Plus, you can’t prevent latency (one-two seconds of silence during calls), which is the fault of the UDP protocol VoIP services use.

Since internet and phone traffic runs through the same cables, both share the same bandwidth and extensive use heavily influences call quality. Moreover,  the VoIP system won’t work if your internet is down. And, as with every device connected to the internet, a cloud phone system can be hacked too.

However, if you choose a trustworthy VoIP provider and use your system with great care, all of the above problems can easily be prevented and you can enjoy your quality VoIP service for as long as you wish.

The answer is a very determined yes.

The biggest reason why SMBs should move their phone systems to the cloud is the reduced costs. Even though calls placed and received over an analog network is still considered more reliable, the fees you have to pay for just a single call are ridiculously high. In contrast, VoIP calls are significantly cheaper regardless of whether the call’s destination is abroad or within the borders of the U.S.

In fact, almost all cloud phone companies provide subscription plans in which you receive free minutes to be used for making calls to U.S., Canadian, Puerto Rican and often Mexican phone numbers.

Another important aspect of cost reduction is that VoIP needs barely any hardware – aside from internet cables, phones (optional), and computers. To make things even more convenient, VoIP is backwards compatible meaning that old analog desk phones can also be connected to the system with the use of an ATA.

Moreover, as the system exists in the cloud, you don’t have to worry about software updates since they are automatically handled by the provider.

Speaking of the cloud, this is yet another huge reason why VoIP is better than an analog phone system. If a device is connected to the internet directly, either with an ATA or via a mobile network, it can connect to your phone system as well. This way, no matter where you go or what you do, you can be reached at any time on your business phone number and can call others using the same number without consuming valuable minutes in your personal mobile plan. Not to mention that most VoIP providers support softphones, meaning that calls can be placed and received on a regular computer in the same fashion that would on Skype.

Maintaining multiple lines and extensions with a regular phone system is a true nightmare, as it requires the use of automated switches. A cloud phone system can handle this without any major hassle: depending on your subscription there can be multiple phone numbers, a divided phone line so calls can be placed and received simultaneously, and each of your team members can have their own extension. And one of those multiple phone numbers can be used for faxing purposes, too – without the need for an actual fax machine.

Last but not least, there is one thing not everybody takes into consideration: the trend factor. Switching to VoIP is not only beneficial on your side, but it also makes your business more marketable, since the vast majority of people still consider internet phones to be new and exciting technology.

Yes, VoIP phones have good call quality. There have been countless improvements in the world of VoIP, and the old walkie-talkie types of connections are nowhere to be seen now.

Nowadays, VoIP uses more advanced and productive technology to enable you to make and receive calls with HD quality. This quality mainly depends on bandwidth, equipment used, phone frequencies, weather conditions, setup location, router, and the codec used.

These are the main aspects that determine the quality of your VoIP calls. The quality of the codec and the router used might improve the voice quality of the phones.

The requirement for extra equipment varies from one service provider to the other. Some VoIP providers will ask you for nothing more than a DSL or a cable internet connection and a desktop microphone or a headset combo.

However, some other VoIP service providers might ask you to have a special phone adapter to connect the high-speed internet modem and the existing telephone to each other. This setup takes only a couple of minutes before you are ready to use your regular telephone system as a VoIP phone.

Yes, you can keep using your existing phone hardware with VoIP. It’s not required to use a sophisticated phone set to make use of VoIP services, especially when you have a network that is in good working condition.

However, if you don’t own IP phones, you’ll need phone adapters to connect the phones to the system, which are quite affordable.

This way, you’re able to turn your existing phone setup into a virtual phone system without breaking the bank on new equipment.

This might vary from one service provider to the other. There are some service providers that connect your existing telephone system with the internet without the need of purchasing any additional equipment or make other hardware changes. However, most of the credible service providers make use of computer systems in order to make or receive calls.

Such VoIP service providers make use of an adapter to connect the telephone with the internet. You will be able to make and receive calls through the internet by using the computer. You might need a microphone and a headphone in order to speak to and hear the person at the other end. Some service providers might even allow you to make calls through their specialized VoIP telephone handsets, which have to be bought as an aftermarket accessory.

It’s no secret that so many people opt for VoIP services because it’s cheaper than traditional phone services. Cloud phone systems operate at terrific prices – which can be as low as $10 a month – but customers often forget that certain additions can add to those low prices. In fact, there are plenty of other aspects to consider to understand the true cost of switching to VoIP.

Estimate first, details come later

It’s hard to say the exact total of a VoIP service as each new subscriber has different needs that can change the costs significantly. Thankfully, phone expenses can be estimated easily by taking a closer look at the VoIP subscription plans or, if possible, requesting a custom quote from the company based on your specific requirements.

First, it’s a smart idea to look up VoIP reviews and comparisons about the best services on the market. These articles usually contain all the information you might need to accurately estimate the costs of installing and maintaining a virtual phone system.

Aspects to consider for getting accurate VoIP costs

• Calling preferences: Many VoIP services providers offer unlimited calling within the U.S., Canada, Puerto Rico, and Mexico. However, keep in mind that international calls usually have additional, minute-based costs unless you opt for an international calling plan.
• Number of users: Unlike the number of extensions – which is usually unlimited – VoIP services normally price their subscriptions on a user basis. Usually, the more employees you add to a plan, the less you pay for each. Plus, smaller companies might be able to find a free service that covers a handful of users at zero cost.
• Taxes and governmental fees: Taxes and governmental fees vary from state to state. So, it’s best to turn to tools like Ooma’s that can tell the exact amount to be paid to the state that the phone system will be in to have a better idea about how much these fees will cost.
• PBX: Having an on-premise PBX costs thousands of dollars each year, which is why many VoIP providers offer hosted PBXs. These usually come with one-time installation fees, which are either included as part of the service or cost up to $30. However, the maintenance of the PBX is always covered by your monthly fees.
• Phones:If you want to use phones, it’s important to know that VoIP requires phones to be connected to the internet. So, if your phones aren’t compatible, then you need to either connect them to the internet with adapters or purchase new IP desk phones. Thankfully, while high-quality desk phones and adapters are affordable, they can be replaced entirely with softphones, which are included in most VoIP plans.