If you have had to implement any kind of phone system within the past few years, you’ll probably know at least a little about IP-based telephony. While ISDN services are going to be around for a number of years, the focus for PBX development, as well as voice services in general, is shifting more and more towards Voice over Internet Protocol (VoIP). The benefits and ease of management far outweigh what traditional services can offer, and over the course of time it is clear that VoIP services will replace the current standard.
Products like THUS IP Exchange Lines (see Connect issue 3) make it relatively simple to connect a business-grade VoIP system between sites and the public telephone exchange. However, if you are considering the move to IP it is essential that you plan for the migration correctly. So what are the steps to VoIP, and how do you know if the time is right for your business?
Timing is everything
In business decision making, timing is crucial. So how do you know if it is the right time to consider replacing a current traditional PBX with one that is compatible with an IP telephony service, such as THUS’ IP Exchange Lines?
The obvious place to start is cost. Is the investment in new equipment going to be outweighed by the savings that may be made from using VoIP as your core voice technology? The first point to consider is what the savings are from rationalising your equipment. Because IP Exchange Lines can use the same National Ethernet or MPLS IP VPN connection as your data and Internet services, you are utilising your network far more efficiently. You don’t have to pay any additional costs for voice connectivity on top, provided there is sufficient bandwidth for your voice traffic. If you’re not already using a solution like this for data connectivity, now might be a good time to upgrade due to the need for solid, reliable connectivity for voice communications.
You may also be able to reduce the number of PBXs your telephony system requires. THUS IP Exchange Lines can be provided via a single Softswitch based at a central location, rather than having equipment installed in every one of your offices. Not only does this mean that you don’t have the capital expenditure of providing hardware for each site, but support of telephony can be centrally managed, which could significantly reduce your support costs.
What kind of solution?
Next, you need to consider the approach you’re going to take. Are you going to switch all your lines and sites to VoIP at the same time, or will you take a phased approach? By and large, unless you are a larger company, you can get the greatest benefits from switching at the same time, although, of course, this means that you should test your potential solution prior to implementation (see below for the importance of testing).
This is the point at which you need good advice, so the time is right to start talking to your network provider. They will be able to discuss your needs and propose a solution that meets them, including any requirements to account for legacy systems or any of additional factors, which make your business unique. Each business is different. There is no single ‘one size fits all’ package, which is why the experience of the sales engineers you talk to at this point is a vital driver to the success of the project.
Testing, testing
Once you’ve decided to make the move, it’s vital that you’re able to test proposed solutions to ensure compatibility with your existing equipment. This is particularly true if you’re planning to include any legacy systems, or need to mix and match devices from different manufacturers. This is certainly true for handsets, but also often applies to the gateway interfaces used to connect to a network provider.
Although almost all vendors adhere to the same set of standards, such as H.323 and Session Initiation Protocol (SIP) for voice calls, there are potential variations in how standards are implemented which make testing crucial to the success of any IP voice product. It is not sufficient to assume that equipment developed to the same standards can be connected and work first time, without further testing and configuration.
You should consider a full testing process, using facilities such as the recently opened THUS Voice over IP Interoperability Testing Suite. The preferred approach for THUS is, where possible, to test directly with the customer’s voice equipment vendor, as all the core functionality can be tested in one go with appropriate specialists. Although, of course, this can be done directly with customers. This allows customers to test their equipment, either by bringing it to the test suite in Hillington, Scotland or remotely using a secure VPN connection over the Internet.
The testing covers a wide range of elements, including PBX registration, call set up, release, hold and transfer, conference calling, fax, and other standard voice call functions. Testing can take up to two working days per platform, and can be arranged through your THUS account manager or sales engineer. Once testing is complete, customers will receive a detailed test schedule, allowing them to see immediately whether their customer premises equipment (CPE) will meet their requirements and be compatible with IP Exchange Lines.
In summary
Business-grade VoIP systems can potentially offer significant savings to your business. Thanks to their ability to make the maximum use of your data connection, they reduce the need for what amounts to duplicate infrastructure for both voice and data connections. And, because products like THUS IP Exchange Lines can be managed for multiple sites remotely, they could reduce your support costs too.
Choosing the right solution, though, depends on four factors: timing, getting good advice, doing the sums and compatibility testing, using experienced engineers. With THUS, you can be sure that you’ll be able to get all four right.