Utilising VoIP Successfully.
As more businesses are having a go at VoIP implementation, a pattern is beginning to emerge – approximately half of the implementations that started off as a requirement for VoIP end up a failure or “partial success” while the other half are enjoying the promised benefits… and smiling all the way to the bank.
What sets the two categories apart and where do the unsuccessful implementations go wrong?
The critical point, it appears, is the engagement and understanding of the carrier level players. There seems to be a common lack of understanding of what, indeed, VoIP carriers are and what their role is in the overall VoIP delivery picture.
It is important to note that, contrary to popular perception, an installation of an IP PABX (also known as a VoIP phone system) and implementation of VoIP as a carrier service are not the same thing. In fact they are barely related to each other. You do not need an IP/VoIP PABX to utilise VoIP for outgoing calls and if your integrator is leading you down that road without presenting with any other options, please seek a second opinion. There are options for those who would like to keep their old PABX.
If utilising VoIP as a carrier service is your only objective, perhaps do not rush into a PABX upgrade.
However, if you were considering upgrading your current telephone system for other reasons, then certainly select one that is VoIP capable - even if you are not implementing VoIP right now, you will be future-proofing your investment.
The reality of telecommunications is that VoIP is here to stay and propagate until gradual replacement of all traditional carrier technologies.
It will not happen overnight but it is inevitable. It is already a reality in US and Europe; even well known PABX manufacturers who also sell in Europe and the States are telling us that they only ship PSTN and ISDN line modules to Australia, they are no longer manufactured for other markets. Historically we are up to five years behind and that is shorter then an average PABX life span! Make sure you don’t spend twice.
Whether you are upgrading your PABX to a VoIP-capable system or simply utilising a VoIP gateway with your existing PABX, your CPE (customer premises equipment) is only one-third of the picture. The other critical components are your data connection and VoIP service provider. Preferably these two are tied in for private network connection and a lot less finger pointing.
VoIP calls, being technically IP data packets rather then traditionally transmitted analogue/digital information, don’t get from your PABX and onto Telstra/Optus PSTN infrastructure right away. First, they have to be passed on to a network that can handle such data calls and then are passed to their destination or for further transmission to traditional carriers. These networks commonly have at their core devices called soft switches, and their operators are known as VoIP providers.
It is no surprise that the understanding of VoIP providers is somewhat vague. Unlike traditional carriers that been around since just after Bell invented the telephone, VoIP suppliers are an emerging breed.
Few of them have been around for five years even, so is it any wonder entrusting them with business telephony may feel rather risky? To make things even more interesting, g’old trusted telco carriers such as Telstra made a decision not to provide VoIP service and make the most out of their current PSTN/ISDN infrastructure while it lasts. So if you want to save on your line rentals and call rates you may wish to understand VoIP service providers.
You don’t need to jump in at the deep end and hand over all of your telephony at once to someone you are just learning about. The great thing about VoIP implementation is that it can happen gradually, starting with little or no investment. Ask your VoIP provider for a trial period over one voice channel before you commit to any spend.
VoIP trials can be conducted easily using your existing Internet link (ADSL or SHDSL) and a soft phone (a piece of software available for free) or an ATA adaptor. When trialing over your current Internet link be mindful of other traffic that may impact the quality of voice calls, such as email and Internet traffic. When it comes to actual implementation you may need a dedicated data link for your VoIP traffic that will guarantee quality of voice calls equal to traditional telephony.
Once you are happy with the trial – including the voice call quality and customer service you are receiving, consider installing a dedicated line for VoIP calls and purchasing a gateway or VoIP interface card for your PABX. You don’t need to cut off your existing PSTN/ISDN lines at that stage. Have your VoIP trunk for outgoing calls, which will give you the best call rate advantage and your existing traditional infrastructure for incoming calls, running in parallel for a month or two while you get a feel for the stability of the service.
Only then look at canceling your current (and expensive) lines, still keeping one or two for a backup.
Who said you can’t have your cake and eat it too?
Anya Grichina
ISPhone Australasia P/L