Voice Over Internet Protocols (VoIP) 101 - Talkdesk - ContactCenterWorld.com Blog
Whether you’re a new recruit to call center work or a veteran who has always used on-premise solutions, the concept of VoIP can be a little confusing. In this post, we’ll dissect the meaning behind this acronym by drawing from existing information on the topic.
What is VoIP?
“Voice over Internet Protocol (VoIP), is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line. Some VoIP services may only allow you to call other people using the same service, but others may allow you to call anyone who has a telephone number – including local, long distance, mobile, and international numbers.
“VoIP services convert your voice into a digital signal that travels over the Internet. If you are calling a regular phone number, the signal is converted to a regular telephone signal before it reaches the destination.”
How does VoIP work?
“VoIP (voice over IP) is an IP telephony term for a set of facilities used to manage the delivery of voice information over the Internet. VoIP involves sending voice information in digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network (PSTN).”
Source: SearchUnified Communications
What are the three types of VoIP?
1. Analog Telephone Adaptor (ATA)
ATAs are analog-to-digital converters that allow users to connect a standard phone to their computer or Internet connection for use with VoIP.
2. IP Phones
IP phones connect directly to users’ routers. Instead of having RJ-11 phone connectors, they have RJ-45 Ethernet connectors.
Users install software that allows them to make VoIP calls. The only additional items needed are a microphone, speakers or a headset and an internet connection.
Source: How Stuff Works
What is the number one advantage and the number one disadvantage of VoIP?
Advantage: It’s cost-effective
Particularly for businesses, investing in VoIP can lead to major savings. Computer-to-computer VoIP does not require hardware, which means it also does not require IT upkeep. Additionally, there is no extra fee for any specific type of call (such as long-distance) using VoIP.
Source: A Primer on the Merits of VoIP
Disadvantage: It has a reputation for poor call quality
By it’s nature, the internet is a more fickle mistress than hardline phones. That said, poor call quality often results not from the VoIP technology itself but from the WiFi. Employing ethernet generally solves any and all connectivity issues associated with VoIP.
Source: Ethernet Killed the WiFi Star
What are some examples of VoIP?
Further reading related to VoIP
- White paper on taxation and regulation
- FCC regulations
- Trends in VoIP adoption
- News: Facebook Messenger’s VoIP functionality
VoIP has revolutionized the call center industry and the technology is still evolving. Hopefully this post has helped you feel more comfortable with this important concept.
Publish Date: July 25, 2016 5:00 AM
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