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VoIP (Voice over Internet Protocol)

VoIP is the process of sending voice traffic in packets on IP-based data networks. VoIP digitizes analog voice, compresses it, and puts it into packets at the sending end. The receiving end does the reverse. Unlike circuit switching, no path is saved for the duration of a voice session. To help with the quality of packet delivery, voice packets can be prioritized by adding class of service to your internet connection.

VoIP (Hosted)

Replace your old phone system with a more advanced feature rich all-in-one offering. Most companies today are replacing their old out of date PBXs with a complete solution that includes local, long distance, calling features and dedicated internet access.

Here are some of the benefits of a hosted VoIP solution

  • Advanced Features: Remote Office / At Home Users, Voicemail to Email, Find Me / Follow Me, Call Center Routing with ACD, Integration with Outlook and Salesforce
  • Flexible Calling Plans: Competitive minute bundles, unlimited local and long distance, aggressive international calling packages
  • Low or No Startup Cost: No equipment to lease or buy and no ongoing maintenance contracts. Most providers will even give you free phones with you sign a 2 or 3 year agreement for phone service.
  • Dedicated Internet Access: With most plans the providers will include a dedicated T1 or Ethernet connection with a full service level agreement that includes guaranteed uptime and latency

See our Hosted PBX site for more information:

VoIP SIP Trunks: (Session initiation protocol)

SIP is a signaling protocol used to establish sessions over IP networks, such as those for telephone calls and audio conferencing. It is used by Internet and telephone companies to terminate calls to a customer with less cost and more functionality. It is also used to link IP telephones from different manufacturers to SIP-compatible IP telephones.

If you have a VOIP phone system you can take advantage of SIP VOIP trunks at the below protocols. Use less bandwidth with G.723 and G.729. Note: these two protocols are not to be used when faxing.

1 SIP Trunk (G.723.1 Protocol) = 16kbps 1 SIP Trunk (G.711 Protocol) = 64kbps + 6-21Kbps header 1 SIP Trunk (G.729 Protocol) = 8Kbps + 10kbps for heaker

Call Center Software Applications

Call Center Cloud-based applications that rivals the capabilities of premises hardware.

Cloud-Based Call Center Solutions or Hosted Call Center Software Benefits

  • Improve Agent Optimization
  • Call Center Workforce Management
  • Database Integration
  • Agent and Manager Reporting
  • Call Recording and Storing
  • Agent eLearning
  • Customer Feedback Reporting
  • Tracking at-home Agents
  • Cloud-Based Call Holding and Long Hold Time Call Back Feature
  • No Large Upfront Cost
  • Low Long Distance Per Minute Rates

ACD (automatic call distribution)
Software that distribute calls to agents based on parameters such as the agent that has been idle the longest. ACD’s are part of telephone systems or adjuncts to telephone systems. ACD’s are also referred to as contact centers.

IVR (Interactive voice response)
A telephony technology in which someone uses a touch-tone telephone to interact with a database to acquire information from or enter date into the database, IVR technology does not require human interaction over the telephone as the user’s interaction with the database is predetermined by what the IVR system will allow the user access to.

CTI (computer telephony integration)
CTI software translates signals between telephone systems/software and computers so that telephone systems/software and computers can coordinate sending call touting and account information to agents in contact centers.

Under Voice/VOIP dropdown

Local T-1

Local T-1 (A local T-1 line is dedicated for local calling and switched long distance) Definition of T-1 = A North American and Japanese standard for communicating at 1.54 million bits per second. A T-1 line has the capacity of 24 data or voice channels (24 simultaneous conversations)

Benefits and Features to using a Local T-1 /ISDN PRI

Direct Inward Dial Phone Numbers
(Feature) One feature of local T-1 service is whereby each person in an organization has his or her own ten-digit telephone number known as direct inward dial (DID). Calls to DID telephone numbers do not have to be answered by on-site operators. They go directly to the person assigned to the ten-digit DID telephone number

(Benefit) The benefit to DID numbers is to give the customer the ability to save money on phone lines. A local T1 has digital trunks which allow a DID number to ride on the 1st available pathway. Thus, unlike analog lines you don't have to have a 1 to 1 ratio of numbers to lines.

(Point) Although you can have as many DID numbers as you want on a T-1 the most common ratio is about 4/1 (100 numbers per 24 channels per Local T-1).

Lower rates with exact billing in local calling area:
(Benefit) A local T-1 has lower rates on local calls or free local calling, this compared to analog line. A local T-1 providers' bills in 18/6 or 6/6 second increments for zone calls and long distance calls. This also compared to analog line that use 1-minute increments for zone calls and 30/6 for long distance calls. Note: Some states always have free local calling for all types of service.

Lower long distance rates:
(Benefit) Long distance over a local T-1 is considered switched but the majority of Local T-1 providers will give the customer dedicated long distance rates (lowest available)

ISDN PRI: (Feature) A local T-1 line with Primary rate interface (PRI) is a form of ISDN (Integrated service digital network) with 23 paths for voice, video and data (not Internet) and one channel for signals. Each of the 24 channels transmits at 64 kilobits per second. (Benefit) The most common benefit of a PRI is Caller ID, although it is possible to use caller ID with a Traditional T-1 it is vary uncommon and the customer is limited to the information they receive.

Voice DS3

28 local, Long Distance, or ISDN PRI T1’s Save money on the monthly cost per T1 by buying a DS3 fiber loop. The breakeven point between buying per T1 vs. a DS3 is 10 T1’s. After the 10th T1 it becomes cheaper to buy a full DS3.