The VOIP Provider Guide

DID
Direct Inward Dialing (DID) is a service of a local phone company (or local exchange carrier) that provides a block of telephone numbers for calling into a company’s private branch exchange (PBX) system. Using DID, a company can offer its customers individual phone numbers for each person or workstation within the company without requiring a physical line into the PBX for each possible connection.

ISDN
Integrated Services Digital Network An international standard for end-to-end digital transmission of voice, data, and signaling. In a videoconference it is a system that provides simultaneous voice, video, and text transmission between individual desktop videoconferencing systems and group (room) videoconferencing systems.

IVR
Interactive Voice Response. A generic term for transaction systems allowing phone callers to use an ordinary telephone to interact with a computer through speech or dialed instructions. Each response by the caller triggers another recorded message until the transaction is completed.

PBX
Private Branch eXchange (also called Private Business eXchange) – is a telephone exchange that is owned by a private business, as opposed to one owned by a common carrier or by a telephone company.

PSTN
Also know as Plain Old Telephone System, this refers to the world’s collection of interconnected public telephone networks designed primarily for voice traffic.

SIP
Session Initiation Protocol.  Used for setting up communications sessions on the Internet, such as telephony, presence, events notification and instant messaging. The protocol initiates call setup, routing, authentication and other feature messages to endpoints within an IP domain.

VoIP
Voice over Internet Protocol (also called IP Telephony, Internet telephony, and Digital Phone) – is the routing of voice conversations over the Internet or any other IP-based network.  

You may be wondering what the best method of using VOIP is, and what kit you will need to get started.  Below are the 3 most common options for accessing VOIP, along with a little information on how they work: 

PC to PC
This method of accessing VOIP provides a wealth of low-cost options for making calls over short or long distances.  By simply downloading the necessary software from a VOIP Provider, which may carry a small cost, you then have access to free calls (usually to other users of the same service) or low cost calls (to everyone else) through the use of a microphone / headset through your PC sound card.  The only other ongoing charge to pay is for your Broadband connection through your ISP. 

IP Phone
Many new products have emerged to target the growing VOIP market, and the IP Phone is the plug-and-play solution to making calls over the Internet.  These phones look and feel just like a normal analogue phone, but have an Ethernet connection in place of the usual RJ-11 telephone jack.  This enables you to plug the IP Phone directly into your Broadband router to access the service.  Many wireless phones with cradles are making VOIP calling more convenient and some will enable you to call on the move, providing you are in range of a WiFi hotspot; a total solution for your home, business and mobile needs. 

ATA’s
The simplest way for most people to get into using VOIP with the least amount of hassle is by using an Analogue Telephone Adapter, which acts as a bridge between your existing analogue phone and your PC or Broadband Internet connection.  The Adapter converts your voice signals (in analogue form) into digital data, for transmission over the Internet (literally “Voice Over Internet Protocol”).  Many service providers offer ATA’s as part of their VOIP package, as it represents the smallest “leap of faith” on the part of their customers.  By using your existing phone, you are less concerned with the more technical elements of what goes on in the background. 

As with any VOIP solution, consider how you will use the service before deciding which access method best suits your needs. 

Choosing your VOIP Provider can be a marriage made in Heaven or Hell, and could be one that lasts for many years, but how do you decide between the myryad Providers available to you? Here’s a few tips for screening your potential suitors, and making the right choice…

Consider Price vs. Service
Anyone considering a long-term arrangement with a Service Provider will consider the price first, but don’t let the lowest charges be your only goal. Many VOIP Providers do away with some important services in sacrifice for their low price packages. It’s important to assess your needs and match them to the package you’ll be receiving. For example, some Providers don’t allow calls outside their network as part of their budget offering. In this case, consider how many of your regular contacts use the same service, and therefore the benefit of accepting such a deal.

Demand Features
VOIP offers many associated features, but not all Providers have picked up on them or bundled them into their basic packages. Make sure you get basic options included, such as Voicemail and the ability to make emergency calls. Consider the cost of features not included as standard, and see if the additional payout would be recouped in value to you or your business through improved availability.

Good After-Sales & Support
It goes without saying that the path to problem-free VOIP calling can be a long and arduous one, so be sure that Technical Support is available at a time that will likely suit you. Look for 24/7 support and a quick turnaround of problems. Many Providers will publish this information in an effort to attract business, but it’s best to search a few forums and review sites for other people’s personal experiences. Make use of all the information to hand before making your final decision.

Number Transfer
For existing users, it may prove a great bonus to be able to take your VOIP number with you, but even if you’re new to Internet calling, it may pay to consider this. Imagine the event that you need to swap Provider in a few months time, for reasons of bad service or just another Provider turning up the heat with unbeatable offers and service. A portable number will allow you to seamlessly swap services without losing contact with your important clients and friends. Not all Providers allow number transfer, so be sure to ask about this facility before signing up.

Look for a Money Back Guarantee
All Providers should be duty bound to offer a cooling off period for new customers, allowing you to exit the contract within the first 14 days without consequence. If a Provider specifically states otherwise, it may be best to steer clear. A money back guarantee is usually a stamp of quality; after all, why would they offer a guarantee if they weren’t supremely confident in their ability to satisfy your VOIP needs?

In conclusion, be sure to match your needs to the Provider that seems to match up to them, and protect your long-term interests. Good luck!