Frequently Asked Questions and Answers – Internet Telephony
Q – How do I get started converting my business
service to internet telephony?
A - Assuming you have
existing service contract with an established telephone service provider, we
need to review your latest phone bill and terms of contract to understand
the impact to changing service. Western IT Group will conduct a business
communications needs assessment to understand your business operations and
processes. We then recommend a solution for you with an estimate of the
potential cost savings. There is usually no charge for this service.
Depending
on your business needs we can recommend 3 options;
1. Legacy PBX Conversion – The
simplest solution for smaller businesses, typically less than 30 extensions. We
connect your analog trunks to a conversion unit and run your existing system
over IP trunks for significant connection fee savings. There would be no
changes to the functionality of your existing telephones.
2. If your existing phone system (PBX) is
ready for a change-out we can replace the unit on your premises with a
completely new IP-PBX, new IP telephone sets and IP trunks. The equipment is
purchased by the customer and physically installed on the customer premises. It
can be administered by the customer or optionally by Western IT Group.
3. For
customers that do not want to purchase the capital equipment, we can offer a
hosted PBX on our site. The benefits of this option are:
a. reduce
capital expense - purchase only the IP
telephone sets or adapters,
b.
minimal technical expertise on site required for maintenance, service,
c. minimal facilities real estate required
,
d.
reliable service in a secure data center with backup power,
e. cost effective and scaleable
at all line sizes,
f. full administration included in
subscription fees.
Q- What about FAX – I have heard about problems with
FAX call completions.
A – There is an industry standard solution for FAX
line called T.38. We fully support T.38 on our network through the use of
small hardware devices called an ATA. No matter which solution you
choose, faxing will work normally.
Q - What is Unified Communications
Unified communications (UC) is the integration of
real-time communication services; instant messaging, presence information,
telephony, video conferencing, call control and speech recognition with
non-real-time communication services such as unified messaging (integrated
voicemail, e-mail, SMS and FAX).
UC also refers to a means of business process
integration, simplifying access from all forms of communication media and
reducing device and media dependencies. UC allows an individual to send a
message on one medium and receive the same communication on another medium. For
example, one can receive a voicemail message and choose to access it through
e-mail or a cell phone. If the sender is online according to the presence
information and accepts calls, the response can be sent immediately through
text or video call.
Q- What is a Softphone?
A -
Softphone is an application loaded onto a computer
that behaves like a virtual phone. A telephone image or representation on the
screen allows the user to make and receive calls by using the GUI. The
newer touch screens work really well for soft-phones. Audio (voice) uses the
built in microphone and speakers (laptop) or a headset.
Q - Can I use this service with my Cell Phone?
A-
Yes. Most business class (3G) cell-phones can be loaded with a SIP client
application. This feature allows the cell phone to behave as a data appliance
connecting to our system allowing full VoIP calling. Great
for long distance by-pass savings over the service provider’s long distance
rates. Your mobile phone can also be paired with a stationary phone to
follow you and find you wherever there is service, enabling you to answer the
call, or receive information in real time.
Q - Will the London Business Phone work from my home
office?
A – Our IP-Telephony solutions will work in any home
or business environment. Since the technology is extremely scaleable,
London Business Phone can offer a single or dual line solution for home office
applications at lower costs than the incumbent service providers. The single or
dual line solution can be used with your existing residential phone system with
virtually no service interruption.
The service involves porting your existing number to
our system if you choose, with very little equipment costs (typically less than
$90 installed plus $35 one time porting fee). This cost is normally recovered
within 3 months, and sooner if you consider long
distance fees and WATS.
Cordless Phones on VoIP service also work extremely
well. The base unit line connection is plugged into the VoIP adapter to connect
to the internet. On the phone side, the wireless phone system behaves as
normal.
Q - Is my telephone service portable?
A -
Yes. As long as there is a broadband connection available you can use
your VoIP phone anywhere in most countries. You need to take the adapter (and
handset if necessary) with you, plug your phone and adapter into the modem /
router at the other end. Optionally, you can also just use a softphone application to access your account from any computer.
Note that E911 calls will be invalid as the registered location of the IP
device will identify you in your native registered location.
Q - What happens to my phone service if the power
fails?
A- There are two answers;
For
businesses with mission critical phone service, a small uninterruptable power
supply is used to maintain power to the system during a power outage. Systems
will be designed for specific hold-over times based on typical expectations for
power restoration. Otherwise, if the network connection is un-available,
incoming calls will be diverted to Voice mail or forwarded to an alternate
answer point.
For
SOHO systems, the best practice is to connect the modem/router, ATA, electronic
display phone, or VoIP appliance to a low cost battery backup unit (typically
less than $100).
Q-
How does the service compare with Skype and MSN for video calls?
A -
Video calls are more susceptible to data delay and loss than a pure voice
call. This is due to the increased amount of bandwidth required to carry
the video channel in addition to the voice. So, your overall performance
on video call is going to depend much more on the bandwidth capabilities at
both ends of the call than normal. Generally speaking, for most social users, the video call
performance is good and acceptable to most.
It
is because of this general bandwidth concern that our video calling is no
better or worse than Skype or MSN since they face the same bandwidth issues as
our services do.
Q-
What are the terms of contract for London Business Phone?
A -
Western I.T Group expects that their customer’s will renew service without
being locked into a fixed term service contract. There is no penalty for
terminating service, other than payment for services rendered to the end of the
current billing period. If we are not meeting the expectations of our clients
we would appreciate knowing why and having the opportunity to remedy the cause.
Q- Is
there any problem with a point of sale terminal connected to VoIP?
A –
If you currently have a point of sale terminal with internet capabilities,
there is no difference or impact on service. If you are using an older analog
POS terminal (modem based), it will require an analog line to operate.
Q- Can
I get VoIP service from London Business Phone, outside of London area?
A -
Yes. Internet telephony has no physical boundaries on where the service
provider can be located. Internet access
is extendable to anywhere internet broadband services are offered. London
Business Phone currently supports clients across Canada and in the USA.
Q- Will
my monitored security alarm system be affected by a VoIP conversion?
A –
Possibly. Most newer alarm systems are internet
enabled back to the monitoring station. Internet enabled security systems are
much faster in response and have much more features for video as well. Western I.T Group partners with AlarmTech to offer solutions for conversions or replacement
systems. Otherwise the
alarm system requires the subscriber to retain an analog line for dialup, that
will attract additional service costs for monitoring.