What is a VoIP System
Voice over Internet Protocol (VoIP) is an innovation that allows voice calls to be made using broadband internet instead of using regular landlines or mobile networks. VoIP still allows users to make calls with landlines and mobile phones, but it is also possible to call computer-to-computer, with both parties using microphones and speakers or headsets. VoIP systems are very flexible and ensure the best voice quality and security for modern businesses.
How do VoIP Systems work?
VoIP systems convert analogue voice signals into digital packets and transmit them over the internet. When a microphone picks up someone’s voice (whether on an IP phone, a computer running a VoIP app, or a traditional phone connected via an Analogue Telephone Adaptor), the voice begins as a sound wave and is then compressed and packaged into data packets, which are sent across the internet. On the receiving end, these packets are decompressed and converted back into analogue sound and played to the receiver.
What Affects VoIP Reliability?
Connection
Since calls are made through the internet rather than a regular landline. VoIP systems’ quality heavily relies on a stable connection, at least 100 kbps for both upload and download.
Number of devices
Every internet’s bandwidth is consumed by each device that connects to it. When more devices connect, that bandwidth is shared across a greater number of users. If too many devices connect, there will eventually be insufficient strength to work with.
Equipment
Normally, VoIP calls have been made using an IP phone or a traditional phone adaptor. They can also be made using software on laptops or computers, which would essentially turn the device into a phone. If the devices are of low quality, this may impact the quality of the VoIP calls. Furthermore, making calls while not wearing a headset in an office may pick up background noise on the other end of the line. A good quality headset is recommended to eliminate any background noise.
Network configuration
Routers, switches, and firewalls can all impact VoIP performance. Improperly configured network devices or outdated firmware can introduce latency, packet loss and jitter; all these issues can lead to poor call quality.
Internet Service Provider
With variables like reliability, latency and bandwidth, internet service providers can be a large potential factor when it comes to call quality. ISPs may prioritise certain digital traffic, and this can lead to congestion and degraded VoIP call quality during usage hours. It’s important that when looking for an internet service provider, to look for dedicated, business-grade broadband services with a Surface Level Agreement (SLA) promising uptime and performance. Furthermore, consider providers that offer Quality of Service (QoS) features to prioritise VoIP traffic to help maintain call quality consistently, even through times of high demand.
Codecs and compression settings
Codecs, sophisticated computer programs, are essential for VoIP technology. They encode and decode voice signals into digital data packets, enabling voice communication over the internet.
How Reliable is VoIP Compared to Landlines?
VoIP Phone Systems
Advantages
Lower costs – Normally, PBX installations can cost between £200 to £700, but VoIP networks don’t need investment in physical hardware because a broadband connection powers the service.
Broadband connections also save money on wiring because VoIP networks allow for voice and data to travel through the same channel. Power over Ethernet (PoE) enables offices to be more efficient, with most VoIP desk phones being connected to an Ethernet, meaning that offices won’t need to make a change to their wiring.
VoIP calls are much cheaper in comparison to using the Public Switched Telephone Network (PSTN), by a stretch. This is due to the large fall in data carriage costs, with statistics showing that small businesses that switch to VoIP reduce their company phone bill by up to 60%.
Increased accessibility – VoIP allows users to make calls from anywhere. With a strong enough connection, users can make and receive calls from anywhere in the world for their business. If a user is unable to answer a call, they can direct calls to another person or get voicemails emailed to them. With VoIP, users can take their business anywhere with nothing more than a softphone app. Business communication is completely flexible, and mobile employees can stay productive wherever they are.
Complete portability – Your virtual phone number is completely portable, which means that you can use the same number wherever you go. This is useful if you travel a lot or if your business changes address, because you can retain the same phone number.
Clearer voice quality – if you have a fast broadband connection, voice quality should not be a problem. VoIP tends to be clear with no lag and can achieve a superior level of audio quality when combined with noise-cancelling microphones.
Increased security – VoIP can reduce security risks by leveraging the advancements made in IP technology with encryption and better enhanced management. VoIP providers are determined to make sure that networks are protected to keep user information safe. It’s important that when looking to switch to a VoIP system, to choose a secure and trustworthy provider that carries out regular audits and ensures that their staff practices healthy password habits and incorporates automated alerts for questionable call behaviour.
Disadvantages
Reliance on a stable broadband connection: VoIP heavily relies on your internet connection, so a reliable, consistent connection is recommended (at least 100 kbps).
Types of connections best for VoIP
- Fibre connection ✅
- Cable internet ✅
- DSL internet ✅
- LTE internet (cellular) ✅
- 5G internet (cellular) ✅
- Satellite internet ❌
- Dial-up internet ❌
Prone to delays and network fluctuations (two other main issues that can affect the communication experience)
Latency – the delay in sending and receiving information. A high latency means a lot of lag between pressing buttons and actions happening.
Jitter – Low jitter means a delay might be noticeable, but remains consistent. A high jitter means that the delay will jump around, which would make the experience jumpy and unstable.
These issues can be caused by poor internet connection, unreliable equipment or just worn-out cables.
Limited tracking for emergency calls: Unfortunately, when it comes to tracking emergency calls, VoIP heavily relies on IP addresses, which aren’t precise for location tracking. Should an emergency occur, make sure to keep your E-911 information updated with your address; this way, emergency services can identify your location even when you’re using VoIP.
Security risks: Like any other web-based technology, VoIP is susceptible to security risks like phishing and hacking. Here’s ways to prevent them
- Look for a reliable VoIP service with a strong track record of security.
- Train your employees on VoIP security and how to identify breaches and create strong passwords.
- Make sure your VoIP software is always up to date with the latest security patches.
Landlines
Advantages
Call quality: The copper network landlines used are extensive and produce clear audio due to the high electrical conductivity, which allows for minimal signal loss during transmission.
Available during outages: Since landlines only need copper wiring to work, they make a good option to turn to when it comes to needing to communicate during a power cut.
Emergency calling is location-based: When it comes to emergencies, landlines are especially effective when it comes to locating the caller, as landline phones are all location-based. This means that emergency services will be quick to locate callers.
Disadvantages
Limit add-on features: Landline phones are extremely limited in what they can do in comparison to VoIP services. Landline phones are mainly only good for making and receiving phone calls, unless expensive hardware has been added.
Higher cost: Not only do carriers charge per-minute calling rates, but dialling certain locations will also incur long-distance fees. This is because copper infrastructure requires maintenance, and carriers offset this by charging these fees.
Common VoIP Issues (And How to Fix Them)
Poor call quality or choppy audio
As VoIP calls are transmitted in real time as digital packets, any disturbance to voice packets reaching a destination IP address will be received as choppy or jumpy.
Things to look out for:
- Insufficient bandwidth: VoIP requires a strong upload and download speed to maintain high-quality calls. When the internet bandwidth is full or the network is fluctuating, audio quality will fall back to the most reliable, lower-bandwidth audio formats so as not to end the call.
- Network jitter: Digital packets are delayed or arrive out of sequence due to network congestion, and calls will be laggy.
- Packet loss: Network issues may cause data packets to get dropped completely, which significantly affects call quality.
- Improper QoS Settings – Failure to prioritise VoIP traffic can result in jumpy call quality due to packet loss and jumpy as other network tasks compete for bandwidth.
Dropped calls
Calls disconnecting could be a result of the device’s firmware not being fully up to date or because there might be a User Datagram Protocol Timeout.
Echo/feedback
Hearing your voice back to you through the phone could result from three potential issues: audio configuration issues, headset lag, or network latency.
How to fix echo/feedback
- Using appropriate microphones/headsets (use echo cancellation if possible)
- Enable Quality of Service (QoS) and VLAN tagging on your network. This prioritises voice traffic, which minimises delay.
Joining a call, but there’s no sound.
Voice reliability relies on the network, firewalls and audio software stack working properly.
How to fix call audio issues
- Make sure that your headset’s wires are fully plugged in on all ends and that the volume levels are turned up and not muted.
- Ensure that your device is connected to a different Bluetooth device.
- Try switching the codecs on your VoIP phones to see if an incompatibility is causing problems. After changing codecs, reboot the phones to reinitialise their connection properly.
Calls go to voicemail unexpectedly.
- The solution to your calls going straight to voicemail could be a simple solution. It’s likely a setting was forgotten, or your phone is no longer registered with the VoIP.
- Make sure that your phone isn’t in ‘Do Not Disturb mode’. You’ll know that this is a problem if a circle has a horizontal line inside it.
How to Ensure Your VoIP System is Reliable
Prioritise VoIP Traffic – Use QoS settings on your router to prioritise VoIP traffic and ensure it gets the bandwidth it needs for clear calls, even when other devices are using the network.
Use high-quality hardware – Invest in VoIP phones and network equipment, and make sure that they are compatible with your chosen VoIP service.
Monitoring – Utilise tools to monitor your network for problems that could affect the quality of your calls, such as jitter, latency or packet loss.
Software and firmware updates – make sure that your firmware and software on all your devices are up to date and have the latest bug fixes.
Redundancy – Look into getting a backup internet connection or a VPN to ensure continuous service during outages or network disruptions.
Wired connections – Consider getting an Ethernet connection for your VoIP phones whenever possible.
Security – Install robust security measures, such as firewalls, strong passwords and end-to-end security measures, to protect your VoIP system from cyber threats and unauthorised access.
Regular maintenance – Ensure that you’re regularly rebooting your network hardware to ensure optimal performance.
Bandwidth assessment – Assess your bandwidth usage periodically and make sure that it’s strong enough to support your VoIP traffic.
VoIP Provider Selection – Select a trustworthy provider with a strong and reliable reputation.
What businesses is VoIP perfect for
VoIP is a well-suited tool for UK businesses of all sizes that are looking to improve their flexibility, cost efficiency and scalability. VoIP is especially useful for companies with remote workers, those looking to strengthen or replace existing systems, and those needing a flexible, evolving system of communication.
Specific businesses that would benefit from VoIP
- Startups – VoIP can provide a cost-effective and flexible communication solution to new and emerging businesses.
- Growing businesses – As companies grow, VoIP is prepared to manage and support the incoming staff and locations.
- Businesses with remote teams – VoIP allows for simple communication between remote teams regardless of their location.
- Businesses Needing Advanced Features – VoIP provides a wide range of advanced features like video conferencing and CRM integrations. Furthermore, switching to VoIP is becoming a necessity because PSTN lines are being phased out.
- Businesses Seeking to Replace Obsolete Systems – VoIP is a modern and cost-effective alternative to older phone systems.
- Industries with high call volumes or international reach – customers from industries with high volume would benefit from secure and reliable communication. This also facilitates efficient call handling for customer support from E-commerce.
How easy is it to switch to VoIP?
With the right provider, switching to VoIP can be very straightforward, requiring minimal equipment, as it mainly only requires a strong enough internet connection, a modem and a router. You must select a trustworthy provider that best suits your budget and needs. At Fuse 2, we helped thousands of customers transition from outdated PBX systems to VoIP systems with no hassle and consistent support. If you would like to keep your existing phone number, you’ll need to port your VoIP service will require you to contact your current landline provider and VoIP provider.
VoIP FAQs
What internet speed do I need for VoIP?
Can I keep my existing phone number?
Yes, you can keep your existing phone number – we have a team of dedicated specialists at Fuse 2 who are committed to transferring customer phone numbers from existing landlines to new VoIP providers, ensuring a smooth transition.
Do I need special VoIP telephones?
No, you don’t need a special VoIP telephone; however, you do need a VoIP-compatible telephone. Most modern hardware is compatible with VoIP; however, if you are unsure of your current phone’s capabilities, your provider can check this before your migration.
How reliable is VoIP for emergency calls?
Although VoIP systems can be robust and more reliable than traditional landlines, they have limitations when it comes to emergencies. The reason for this is due to their reliance on internet access, which isn’t reliable if there’s a connection failure.
What if I have an existing contract with a landline carrier?
When switching to VoIP, notify your current service provider after you’ve secured a new VoIP service. This will be done by our number porter at Fuse 2 Communications.
What must the company consider before converting the telephone system to VoIP?
When switching to a VoIP system, it’s important to consider your internet speed, the compatibility of your current phones, and potential downtime during the switch.
How much latency is too much for VoIP?
Latency exceeding 150 ms one way (300 ms round trip) is generally too much latency.
What is the difference between VoIP and WIFI calling?
VoIP is a general technology that enables voice communication over an internet connection, while WIFI calling is a specific feature that uses VoIP to make and receive calls over a WI-FI network.
