There are three aspects to your phone solution:

  1. Your VoIP Service
  2. Your Broadband Internet
  3. Your Network
  4. Your Phone System

Here we will explain how each aspect of the service works so you fully understand how to identify potential issues and where to look for more help.

Your VoIP Service

The virion VoIP service is maintained at a carrier grade data centre and uses internationally recognised VoIP switching technology from global telephony and communications vendors. If any issues occur they would affect not only you, but other virion customers and also the customers of other VoIP and Broadband Internet company customers. These issues occur very rarely and can be caused by such accidents as cut cables or downed transmission lines. If we upgrade and perform regular maintenance on our switching systems these are performed at times of lowest usage which is generally in the early hours of the morning on weekends. If maintenance is performed we will inform you about planned changes.

Your Broadband Internet

Your broadband internet connects your office to the rest of the Internet. There are two types of information (or traffic) that comes in and comes out of your office: data and voice. Data includes sending and receiving emails (with large attachments), surfing websites and using services like YouTube. All these services can be performed at any speed, the faster the speed the faster the information travels. Voice on the other hand requires a consistent speed for each concurrent conversation. The speed needs to go out and come in at a consistent speed. The higher quality you desire, the more consistent bandwidth you need.

The amount of traffic you use varies from minute to minute but it is important to ensure your voice traffic is always given priority over data because it needs it. They call this QoS (Quality of Service), and QoS can be configured on several levels in your office depending on the size and complexity of your network. It can be configured on your broadband service, on your server (if you have one) and it can be configured on your modem.

Your Network

Your network starts at the wall socket where your ADSL modem is connected. Your ADSL modem is then usually connected to a router/hub/switch so that several devices can have access to the ADSL broadband connection. Finally, an important part of most networks is the cabling and wall sockets (depending on the size of the business of course).

Some company networks start small and build with the addition of extra “hubs” to connect more and more devices as the business grows and needs them. This concept of daisy chaining devices works good enough for applications like data (emails, web browsing, etc) but it can becomes an issue when you use services like voice communications (VoIP) which need consistent bandwidth and a good quality connection.

One of the great aspects about a cordless phone system is that it by-passes most of your cabling and hubs. Your cordless voip phone system is plugged into the back of your modem (if your modem has more than one Ethernet port) and the rest of the communications is conducted without wires, cables, switches and hubs. This also enables you to have a handset in places were you don’t have a socket (very common is small offices).

Your Phone System

This device sits in your office, connected to your network via your network cable (called Ethernet). It is configured to connect to your VoIP service(s) through your broadband internet connection and the configuration of this device also affects the handsets and the call flow features of each handset.

The best feature of this phone system is the use of DECT technology to connect many cordless handsets as opposed to WIFI or cable. WIFI technology can drop out, while wiring an office can be extremely expensive and technically challenging to maintain.

Your phone system “registers” with the VoIP service and if you broadband internet is down, shaped (or tapered) from going over your download limit, or extremely busy your call quality can be affected. This issue can be significantly reduced if you have business grade broadband internet with QoS (read on for more info).