10 Ways to Help VOIP Quality

December 10, 2012

The past three or four years have seen hosted VoIP application come of age. It is estimated that sometime in 2013 VoIP will outpace tradition voice services in call volume.

Choosing a VoIP provider requires a few considerations. Most important should be the quality of the service provider. You want to begin by looking at the service provider you choose today: do they know voice? Do they know data? How much experience do they have in delivering VoIP? Like choosing any vendor, if they don’t ask questions about your network be wary.

Here are the top ten problems to avoid to make your experience a better one.

1. YOUR INTERNAL NETWORK

Call quality can suffer if your network isn’t configured correctly; particularly if you’re routing both data and voice over the same internal network. The solution is to use a VLAN capable switch that is properly configured. In addition many of these VLAN capable switches also have POE (power over Ethernet) built in so each individual phones does not need to be plugged into an electrical outlet.

2. LATENCY

In a network, latency equals delay. The delay is how much time it takes for a packet of data to get from one designated point to another. It can also be the gap of time between when a call participant speaks and the time the other party hears. There are several types of latency that can affect voice quality. A high- quality VoIP router and prioritizing VoIP traffic over your network can address some latency. Many VOIP providers will also include and manage that equipment for optimum service. HBS highly recommends this practice.

3. BAD CUSTOMER EQUIPMENT

Sometimes equipment just goes bad. If your business uses its internet connection for both voice (VOIP) and data, you’ll need a router that prioritizes VoIP traffic. Without a VoIP-priority router, downloading a large file while you’re on a call can make call quality spotty. cory communications recommends this equipment be provided and managed by your VOIP provider..

4. JITTER

Jitter is the variations in the delay of packets that are received by the user. Packets are sent in a continuous stream, spaced evenly apart. Problems like network congestion, improper queuing, varied packet delays, or configuration errors, can make this steady stream choppy.

You can compensate for the jitter with a router or Edge devices that receive a Real-Time

5. FAULTY WIRING MAY NOT BE YOUR FAULT.

Your facility has a demarcation point where the public switched telephone network connects to on-premises wiring. Your demarcation point can usually be identified as a network interface box installed by the telephone network. Legacy telephone systems used a cabling that was called CAT 3. Most of today’s cabling uses CAT 5 or higher. Both computer networks and VOIP telephones operate using CAT 5. Using the correct equipment allows you to share one connection for each user. Proper wiring insures the best quality of service.

6. PROBLEMS WITH ETHERNET SWITCHES AND HUBS

Having a local area network which contains hubs could lead to bad call quality. It’s best if each phone has a straight home run connection to your 100 Base-T VLAN capable POE ( Power over Ethernet ) switch. If your facility has multiple Ethernet switches for sharing single wiring drops, call quality will suffer. These scenarios should be discussed as part of the discovery process when looking into Hosted VOIP. Hutchinson Business Solutions can help your organization access these potential hazards.

7. POOR QUALITY OR INADEQUATE INTERNET CONNECTION

Your internet service provider may be optimized for web surfing rather than VoIP phone service. The transportation of voice packets requires particular internet protocols that your internet service may not provide. For businesses that have up to 10 phones in use at any given time, cable high speed internet generally offer “business class” service that is configured for VoIP traffic. Please note the only true way to get guaranteed quality of service with a guarantee in writing from the service provider is to purchase your new Hosted VOIP service from a provider that can provide end to end connectivity using T-1 or higher.

8. ECHOES DURING CALLS

We’ve all had the notorious phone-echo. Believe it or not this is common. The guilty party is usually on the end of the person who does not hear the echo. In addition low-quality handsets can be the cause. The easy fix may be as easy as turning down your hand set volume.

9. CRACKLING SOUNDS DURING CALLS

Crackling is usually a wiring or hardware with either the handset or headset or the device’s cord. If this occurs see if it’s affecting all of the phones or just one. If it’s just one try the cord first. Your phone may simply not be connected properly. If not, there are more serious wiring issues at hand.

10. SILENCE AND ” ELECTRONIC ” SOUNDING VOICES

If a call participant experiences periods of silence or voices that sound “robotic,” the cause is generally packet loss. This is usually caused by insufficient internet bandwidth. You need around 100kbps in both directions to prevent packet loss and ensure good VoIP calls. Ensure that your internet connection has adequate bandwidth for your business’s calls and level of network usage. HBS highly recommends that, when you operate above 10 phones, a T-1 connection to the carrier will go a long way to insure Quality of Service.

 

For more information about Hosted VOIP or any other telecommunications and cloud services please contact us at           george@hbsadvantage.com

Visit us on the web www.hutchinsonbusinesssolutions.com

Life Line

June 7, 2011

The life line to any business is the phone.

 

 

It is your connection to the public.

 

The Customer calls and you are on stage.

 

 

 

My Pop always said,

 

 

“That people hear you before they see you.”

 

 

 

What image are you projecting when your clients call?

 

 

 

Some companies place a low priority on this…..

 

 

 

Trying calling Dell, Comcast or Verizon.

 

 

 

All their words tell you they are customer oriented

 

 

Geared to handle your issues,

 

 

but you are so frustrated by the time you get a chance to
talk to someone!!!

 

When you finally do get a human voice…

 

 

You start to panic…..

 

 

Please don’t hang up!!!!

 

 

If we get disconnected…..

 

Can you call me back at 856……….

 

 

Is that true customer service?

 

 

 

 

Service is Key

 

 

Companies personally answering each phone call

 

Is rare these days….

 

Almost unheard of

 

 

Guess what????

 

HBS has a client who does just that.

 

 

Recently, we met with the client who had a 12 year old phone
system

 

 

Yeah, the phones worked….

 

But we were having trouble finding parts for it

 

 

They were dealing with an accident waiting to happen.

 

 

When we met with them,

 

we asked….

 

What are you looking for a new phone system to do?

 

 

Besides the ability to personally answer each call

 

They were also looking for management tools

 

  • How long calls were lasting
  • Who is available to answer overflow
  • How many rings does it take to answer
  • How can we get in touch with people who hang up

 

We took all their suggestions into account and spoke to many
of the phone vendors we deal with to define a solution that would work.

 

We found a solution with

 

The new Hosted VOIP system designed by Evolve

 

 

It has not only addressed their questions

 

but their ability to service the client has

 

Shot thru the roof.

 

 

Here are some of the comments we have received

 

 

I couldn’t believe we had over 900 calls the other day.

 

We had 9 people answering the phone in the past;

 

Now we have up to 15 people available to jump in and help out.

 

 

We found that many people hang up after they have been on hold for more than 20 seconds,

 

Now, we are able to retrieve those #s and call them back up

 

 

 

I was out of town last week and was able to log in remotely to see what was going on in our call
center.

 

 

The tools and products now available to business……

 

Continue to literally evolve.

 

 

When VoIP was first introduced;

 

QOS (quality of service) was a major issue.

 

 

Voices sounded delayed, in the distance and always had static.

 

 

 

Hosted VOIP solutions have put these questions to rest.

 

Clients are now able to ride on the providers’ network and
the results are amazing.

 

 

How old is your phone system?

 

Are you on borrowed time?

 

 

HBS represents all the major PBX and Hosted VOIP providers.

 

We offer a free consultation.

 

 

Prices for updating your phone system have never been more
affordable.

 

 

 

Hosted VOIP solutions

 

Will revitalize your efforts to

 

Stay in touch with your clients

 

 

 

 

For learn more about Hosted VOIP solutions email George@hbsadvantage.com

Or call 856-757-1230