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VoIP Features are Ready for Large Enterprises – But Is Your Infrastructure Prepared? - Net2Phone - Blog

VoIP Features are Ready for Large Enterprises – But Is Your Infrastructure Prepared?

As the pace of VoIP adoption among small and medium-sized businesses continues to grow, larger corporations which have been enjoying success with deployments of cloud technologies in their marketing divisions and call centers are also looking to Voice over Internet Protocol as a way forward for enhanced service provision.

Providers and vendors have responded in kind, with offerings and promises of advanced VoIP features that are “enterprise-ready”. In this article, we’ll look at the considerations that large-scale enterprises need to be aware of to ensure that their systems and network infrastructure are ready to make the most of VoIP.

Primary Considerations

The first thing enterprise users should bear in mind is that a VoIP system must share the same network as their other workloads and applications. The speed and smoothness of data transmission across the network will have a significant impact on VoIP, which is greatly sensitive to latency, jitter, and packet loss.

So before deploying a VoIP system, it’s essential to conduct a network analysis to determine where bottlenecks occur, and to set a base level for normal network performance in the absence of VoIP. Given the maximum number of simultaneous calls expected at any given time, the presence of other network data in the pipe, and the codecs selected for the system, this analysis should reveal where issues of insufficient bandwidth may occur on local or wide area network links where VoIP traffic is due to be passing.

These observations will determine whether it’s necessary to negotiate a higher speed link with your internet service provider, and/or whether routers and hubs on the network will require upgrading. This is also the time to assess network security, and to ensure that your infrastructure is protected from malware and intrusions.

Enabling Quality of Service (QoS)

On a mission-critical platform such as enterprise telecommunication, call quality is paramount - and in a successful VoIP infrastructure, Quality of Service (QoS) must be assured. This is accomplished by giving network priority to the data that originates from and travels to your VoIP system. VoIP packets should always be given top priority so they meet minimum delay on their travels - even on low-traffic networks where congestion is less of an issue. QoS needs to be enabled and configured throughout your network infrastructure.

VoIP packets typically originate or end up on IP phones and gateways, which are usually configured to automatically tag VoIP data so that QoS mechanisms like IP precedence or DiffServ-DSCP can identify and process them properly. If this identification functionality extends to other devices on your network like routers, switches, and firewalls, it’s possible to configure Quality of Service across your entire infrastructure.

To keep costs down, companies with remote sites and branch offices usually pass voice traffic over their leased lines or Wide Area Network (WAN). As WANs are generally much slower than Local Area Networks (LANs), edge routers must be configured to give top priority to VoIP packets, in order to ensure Quality of Service.

In addition, low-bandwidth codecs like G.729 should be used together with QoS and IP Real-Time Transport Protocol (RTP) header compression, to deal with packet losses and delays, and to minimize bandwidth demands on low-speed WAN links.

Setting Up Voice VLANs

With QoS properly configured, the next step is to isolate VoIP traffic in dedicated VLANs (Virtual Local Area Networks) which are set up for voice data alone. These accommodate only traffic from your VoIP infrastructure, and ensure that your VoIP PBX, voice gateways and IP phones have more bandwidth available, and enjoy an isolated and secure environment, free from any threats faced by your main network infrastructure.

Your entire VoIP infrastructure should be in its own VLAN - regardless of the size of your network, or whether it’s wired or wireless. This VLAN hosts your main VoIP PBX, IP phones, gateways, and other devices and services usually placed in a separate voice VLAN. Wireless networks also require a dedicated VLAN for wireless VoIP clients (such as WiFi).
Edge Monitoring

For large organizations having several branch offices and remote sites, continuous monitoring is required to ensure that QoS remains properly configured, enabled and active on the edge routers connecting the various strands. Quality assurance should extend beyond simply monitoring, to securing and optimizing your VoIP services.

This will help guard against degradations in voice, video, and data transfer quality as network demands fluctuate.
CX And Service Control

Proper configuration, enabling Quality of Service, and edge monitoring will enhance security and communications quality in the customer-facing environment. To fully optimize the customer experience or CX, a service control center may be established to provide visibility into customer environments throughout the enterprise. With centralized monitoring and administration, service management and troubleshooting may be implemented proactively.
General Monitoring And Troubleshooting

To uncover hidden bottlenecks, identify network problems, and ensure that QoS is properly functioning, it’s essential to monitor your LAN and WAN infrastructure, and to take periodic benchmark and performance measurements. This may be done using open-source applications, commercial monitoring suites, or software coded in-house.


Publish Date: March 6, 2017 5:00 AM

2020 Buyers Guide Remote Agent Solutions


Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.


Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.


Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)
PH: (+61) 406 501 368

Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
PH: 617-723-6400


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

Nuxiba Technologies

Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!

Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158


VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
PH: 0217991445

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