Q&A WITH DAVIS MERREY
Pros and cons of Voice over Internet Protocol telephone systems for business
Q: Some business owners are urged to investigate VoIP for their telephone systems. What is it?
A: VoIP (or Voice over Internet Protocol) is a technology that provides telephone service over digital networks. The analog audio signals used in telecommunications are converted to digital data that can be transmitted over networks using internet protocols. As long as you have a network connection, you can make calls, and it works with both desk phones and cellphones. There are two basic options with VoIP: standard VoIP and hosted VoIP. With hosted VoIP, the system operates in the cloud instead of through hardware on-site at your office. Like most other hosted services, that means your hosted VoIP provider oversees the equipment, updates, security, etc.
Q: What are the advantages of VoIP?
A: In many cases, a business can save money with VoIP by avoiding monthly fees for traditional telephone lines and local and long-distance service charges. In the case of hosted VoIP services, maintenance fees are minimal. Upgrades and changes can be easily made by office staff through user interfaces in the cloud. Several other features are available with VoIP services such as integration with other business systems like email, and the ability for an employee’s number to “follow” them wherever they are.
Q: What are the possible disadvantages?
A: VoIP systems rely on a network to transport calls. If your system is cloud-based, you must have an internet connection for it to work. If your VoIP system is housed at your office (connected to outside phone service) your internal network must be functioning for it to work. Furthermore, the internet service and your local network must be able to handle not only the telephone calls, but also all the other data. If not, calls will be dropped and/or conversations will be made up of robot-sounding parts of sentences and/or words. You may find yourself spending all the money you “saved” by switching to VoIP on redundant internet connections and more robust network infrastructure, but if the other advantages are important enough it may be a good investment to do so.
Q: Is there any special training needed?
A: Absolutely, and don’t let anyone tell you differently! Anytime you introduce something new into a workplace, there will be stress and a learning curve for users. VoIP phones look different and work differently than traditional phones. If you aren’t willing and able to invest in training on the new system, defer the investment to a time when you are.