Tag Archives: voip

Reaching for VoIP: Grasping the Benefits, Avoiding the Obstacles

by Sue Walsh

Caller using mobile phoneVoice Over IP is no longer the new kid on the block. Emerging in the seventies, coming of age in the eighties and nineties, VoIP has matured as a feature-rich, wallet-friendly alternative to the wired services that were the backbone of the businesses of our parents’ and grandparents’ generations.

Old-fashioned phone service is a funny thing: As a business owner, you plug a traditional phone into the wall socket and place it on your new employee’s desk. Apart from paying the bill every month, you might not think about it much after that. Phone service on the Public Switched Telephone Network (PSTN) is just so straightforward and established, so plug ‘n play.

Yet a recent report by Software Advice, a free online service that offers VoIP system reviews, shows that 25 percent of the business owners they surveyed in 2014, who are currently using PSTN, would consider switching to VoIP. The reasons are pretty compelling.

VoIP is less expensive. Basic phone service, with no commitment or contract, costs as little as $9.99 with Phone.com. With our service, extensions are unlimited, features are plentiful, support is free, and you only pay for the phone numbers you need.

VoIP scales really well. And so easily! Need to add extensions quickly to support seasonal staff? No problem. Adding a brand new department to your business? No need to install additional trunk lines or guess at future capacity. VoIP service is truly elastic, growing or shrinking to meet your needs instantly and exactly.

VoIP is loaded with features. Local, toll-free and international numbers. Menus, queues and unlimited extensions. Forwarding, scheduling, faxing and SMS. Call management, voicemail, text-to-speech and voice-to-text. You can add, tweak and remove features as needed, and almost all of Phone.com’s features are included in your basic account.

VoIP is crazy-flexible and mobile friendly. Moving to a new location no longer means running a whole lot of new wiring or waiting for a phone technician to come out to your office. Your phone numbers and service simply move with you. It really is a new kind of plug ‘n play! And while PSTN might play nicely with your desk phone and fax machine, VoIP can extend phone, fax and SMS services to all of your wired, desktop and mobile devices, regardless of where you are located or traveling at the time. Think of it in terms of party games: If PSTN is really good at playing Simon Says, it’s crazy cousin VoIP is just outstanding at playing Twister!

So Why Aren’t Businesses Moving to VoIP Faster?

Software Advice’s report PSTN User Perspectives on IP Communications shows the key reasons business users are thinking about shifting to VoIP. At the top of the list? Price, mobile integration, features and scalability.

Primary Draws of VoIP - Image by Software Advice

Primary Draws of VoIP for PSTN Users (Source: Software Advice)

While it’s clear that business owners on PSTN are intrigued by all of these benefits, the idea that Internet-based VoIP services are not as reliable as legacy wired PSTN networks, especially in disaster and emergency situations, still lingers. If your connection goes down, so does your phone service, right?

Yes and no. VoIP systems designed to deal with downtime are available. Hosted solutions, like Phone.com, typically offer emergency routing to mobile devices. Our call-handling rules can redirect your incoming calls to a pre-set mobile number if connectivity to your primary VoIP device is disrupted. As long as you set those rules on your account, your calls will route to a mobile number.

We should also note that there are catastrophic disasters that will disrupt any phone service, regardless of whether it’s VoIP or hard wired. As business communications evolve, it makes sense to design your phone networks to spread connectivity and redundancy across all of your physical, IP and cellular networks.

The other reason business owners cite for not switching to VoIP is that of call quality. First, if you haven’t experienced a phone call using HD (High Definition) Voice, you will be amazed at the quality and clarity of your conversation!

According to our support team, occasional call quality issues can often be attributed to the speed and performance of your Internet connection. When our customers have consistent, adequate Internet connectivity, audio quality is not usually a problem. If, as a VoIP user, you’re experiencing degraded audio, we strongly suggest you check the performance of your Internet connection. Your ISP and VoIP provider should have tools to measure whether your connection is robust enough to support VoIP service.

If quality is a concern on calls forwarded to your cell phone, there are a number of variables at work, from the quality of your cell phone connection to the quality of the connection between Phone.com and your carrier. Our fantastic customer service team has the tools to help determine where the issue lies!

By taking these steps, businesses can ensure the reliability and quality they’ve come to appreciate with PSTN service, along with the array of services, benefits and savings offered by VoIP. Price, mobile integration, advanced features and easy scaling. It’s yours for the taking!

How Much Bandwidth Do I Need for VOIP?

by Joel Maloff

iStock_000005944404SmallAs businesses and home users set aside traditional analog phone services, replacing them with Voice over Internet Protocol (VOIP), one of the challenges becomes allocating the right amount of bandwidth to your Internet phone service.

How much of your current bandwidth is needed for high-quality voice calls? This is a question we are asked every day by our customers.

Start by asking yourself a few questions:

  • What is the actual data upload and download speed that your Internet Service Provider (ISP) delivers?
  • What other services and applications on your network consume a portion of that available bandwidth?
  • Are there Quality of Service (QoS) settings that you can tweak to optimize your network for VoIP?

Minimum and Recommended Bandwidth for VOIP Service

The bandwidth that our VOIP phone service requires depends on the number of concurrent calls you want to make. The table below shows the minimum bandwidth required to make calls from a Phone.com account, as well as recommended speeds for optimal performance.

Number of Concurrent Calls Minimum Required Bandwidth Recommended speed
1 100 Kbps Up and Down 3 MBps Up and Down
3 300 Kbps Up and Down 3 MBps Up and Down
5 500 Kbps Up and Down 5 MBps Up and Down
10 1 MBps Up and Down 5-10 MBps Up and Down

How Does VOIP Use My Bandwidth?

The answer is simple and complex. VoIP services use a variety of codecs to compress and decompress voice data, allowing it to travel over the Internet efficiently. Phone.com uses codecs that require approximately 100 kilobits per second (kbps) traveling up from your phone line and down to your phone line per second for each call. So if you have three people, all on calls at the same time, the minimum requirement is 300 kbps up and 300 kbps down.

In addition, since the Internet “pipe” into your home or business is being used for other functions too—web browsing, sending and receiving email, file transfers, web-based office services, point-of-sale systems, and so on—there are numerous candidates contending for bandwidth.

How to Determine Your Functional Bandwidth

It helps to know how much bandwidth you really have. However, your Internet Service Provider (ISP) will probably only confirm what you signed up for, also known as the advertised “up to” value, as in “up to 50 Mbps” or “up to 150 Mbps.”

The best way to determine your bandwidth, is to run a throughput test using a site like www.speedtest.net. This will give you a snapshot of your current functional bandwidth, but it is important to note that this metric can vary depending on how much bandwidth all of the different applications you are using require at any given point in time. This test also provides variable results depending on the location used for testing.

Keep in mind that your upload speed is usually slower than your download speed, so you need to make sure that the lower number of the upload speed matches what you need. Since most service providers do not guarantee sustained bandwidth besides the up-to value, we recommend adding a 5x to 10x safety margin when estimating bandwidth.

Calculating the Bandwidth You Need

If you know that your ISP can sustain a certain speed, simply multiply the number of expected concurrent calls by 100 kbps. If you deal with an “up to” ISP, a good solution would be to add the safety margin mentioned above so that you can sustain the required bandwidth, even when your Internet service falters.

For example, 10 concurrent users would require 1 Mbps (10 X 100 kbps x safety margin), which means you would be smart to allow for 5 to 10 Mbps both up and down. Depending on the other services and applications using your Internet connection and on the capabilities of your router, 3 to 5 Mbps may be sufficient, or you may need to increase your bandwidth. This must be evaluated on a case-by-case basis, as each organization is different.

Optimizing Your Quality of Service

High-quality voice calls are the norm today but consistent quality does require some effort. One way to evaluate your VoIP capacity is using the Phone.com VOIP test (works best on Safari and Firefox). This tool lets you evaluate your network performance by simulating one, three, five or ten concurrent calls from your office to the Phone.com system.

Also, some but not all routers have the ability to prioritize voice services so that the impact of other applications doesn’t degrade voice quality. To prevent audio issues caused by voice and data competing for the same bandwidth, make sure your network router’s Quality of Service (QoS) settings are set as follows, so that they prioritize the transmission of voice packets to your WAN connection (ISP).

  • UDP/5060 – Priority: High
  • UDP/6060 – Priority: High
  • UDP/16384 to 32768 – Priority: High

Finally, if your router has an Application Layer Gateway (ALG) function, that should be disabled. We also recommend disabling the Stateful Packet Inspection (SPI) function—in some cases, the router cannot handle the high rate of inbound voice packets when the SPI feature is enabled. In all cases, though, check with your security expert before changing configuration settings.

We hope these guidelines help you determine how much bandwidth you need to support high-quality VOIP phone service. If you have specific questions, please leave them in the comments below or contact us directly!

The Robots are Coming! Video Conferencing in the Twenty-first Century

by Sue Walsh

 

I_Robot_-_RunaroundAs we move towards the year 2020, I’m wondering: Where are those time-saving robots that sci-fi writers and cartoonists promised us in the 1950s? Robots are running our production lines and powering our data centers, yet I’m still mowing the lawn and folding laundry!

Isaac Asimov dreamed of a world where bots not only did the menial tasks we disdain, but were capable of discernment and independent action, being governed by the Three Laws of Robotics:

  1. A robot may not injure a human being or, through inaction, allow a human being to come to harm.
  2. A robot must obey the orders given to it by human beings, except where such orders would conflict with the First Law.
  3. A robot must protect its own existence as long as such protection does not conflict with the First or Second Law.

Earlier this year, iRobot and Cisco teamed to release the kind of robot Asimov may have seen in his mind’s eye. The Ava 500 Video Collaboration Robot is an roving bot that can take your place at meeting. Your physical place that is—you’ll still need to attend by video conference, displayed on Ava’s screen.

The Ava 500 is a highly evolved VOIP-based video-conferencing unit, one that can move to a specified meeting point and give you a physical presence at the boardroom table, even when you’re 500 or a thousand miles away. You control Ava 500 via an app on your iPad or iPhone. Take a look!

Note how Ava uses visual sensors to move around, avoiding bumping into walls, furniture and, yes, human beings! Ava 500, in fact, does an outstanding job of adhering to Asimov’s Three Laws—not injuring others, following orders, and protecting its own … being?

What we love about the Ava 500 is how close it comes to fulfilling the kind of intelligent function that Asimov and others imagined. That and the fact that it means we don’t have to drive or fly to attend far-away meetings. Fewer on-site meetings? Less travel? I’ll take that over wanting a robot to fold my laundry any day!

Streamline Communications with Our Killer Mobile App!

by Sue Walsh


defense_researchDefense consultant Edward Tj Gerety III communicates daily with clients and partners in the international community. A Co-Founder of Defensive Research, Gerety was looking for a business phone solution that would allow him to communicate efficiently wherever he found himself.

“Phone.com’s mobile app lets me communicate flawlessly with clients on all of my devices,” says Gerety. “Not only can I use a single identifying number across those devices, but if I’m busy with a client I can instantly redirect other VIP clients calling to another partner with just a tap of an icon on the app.”

Phone.com’s free Mobile Office app let’s you:

  • Place and receive calls from your Phone.com number
  • Hear, view and manage voicemail messages and faxes
  • View call logs for your account
  • Send and receive SMS messages
  • Host conference calls from your mobile devices

Gerety notes that these and other Phone.com features come at a huge cost benefit. “I’m saving, on average, $45 a month compared to my previous VOIP service,” he says, “and they offered only a tenth of the options, along with a fraction of Phone.com’s excellent customer service.”

Flexible mobile management, great features, cost savings and exceptional customer support—what’s not to love about Phone.com? We love making business easier for our clients!

AFAR: At the End of the Line for Animal Rights

by Sue Walsh



Phone.com Customer Service Pooch

Customer Service pup Wino, enjoying the green grass at Phone.com’s Poway offices.

Customer Advocates for Animal Rights (AFAR) came to Phone.com through our affiliation with Grassroots.org, a partnership that gives non-profits one year of free phone service.

Based in Michigan, AFAR’s goal is to advocate on animal-rights issues, educate the public on spaying and neutering, and celebrate the special bond between animals and the people who care for them. Their phone line is used to raise funds and gather support to provide no-kill temporary housing and care for strays.

Director David Farr says Phone.com has definitely helped move AFAR’s work forward. “As we grow, Phone.com is there, meeting our needs, often even before we know we need something.”

AFAR uses a Phone.com customized toll-free number. This feature lets customers pick a number that is easy for callers to remember and dial because it uses letters associated with the organization. For example, AFAR’s donation and support line is 1-866-224-AFAR.

Sancho, our Chief Happiness Officer

Sancho, our Chief Happiness Officer

David says AFAR staff are impressed by the friendly, helpful support they receive from Phone.com Customer Service. “They always go the extra mile, providing quality service.”

What David doesn’t know, is that at Phone.com, we love our dogs! From tiny Wino the Dachshund-Beagle pup pictured above to three-year-old Pit Bull Sancho, the hounds rule our Customer Service center.

We wish AFAR every success in protecting and advocating for our furry friends!