Understanding VOIP - Part 2

In my previous column (http://www.sleeter.com/article/show/voip), I discussed the evolution of basic phone technology in which you went from placing phone calls across circuits that you essentially “owned” during the length of the call, to talking to people over the internet using routes determined by smart routers and switches.

When we talk to someone using VOIP technology we are dependent upon routes that achieve quality of service  (or QoS) to ensure that the data packets which contain your voice transmission will have priority, or at the very least, will not be trampled upon by other internet traffic.  As those of us, who use VOIP know, this is not always the case – but it is improving every year.

If you happen to be using a VOIP system in your office, your router – and switch – should have this capability either built in or turned on.  Otherwise, somebody in your office might download a large file, and “push” your voice data packets out of the way as the total data traffic fights to cross your network.

Thankfully the technology has evolved to such a degree that QoS is packaged with easy to setup routers and switches for the home or small business.  And the technology, QoS mechanisms, and cost efficient packages that are available from large players make VOIP a cost effective measure.

What technology is available?

I am going to show you a sampling of the following types of VOIP technology available –without any particular endorsement:

• Free point to point software.
• Open source systems for your home or small business network
• Hybrid Open source and “pay for” solutions.
• Commercial Solutions

Free point to point software

Skype (www.skype.com) is the probably the most known player – and certainly was the leader when it came out in August of 2003.  If you download and install their software, you can talk free to anyone else who has also installed the Skype software.  An additional bonus is that it supports fairly good quality video, and audio conferences for up to 25 people.

Skype also provides plans to connect – both inbound and outbound – to non-skype callers, and the ability to forward your call to your mobile or other office number.  There is NO ability to dial 911 however.

NOTE:  There are other companies who advertise free calls, but they are usually only free within their own network, and to specific destinations.  This is a tactic to entice consumers to later purchase plans or credits to paid destinations.

Open source systems

Asterisk is an open source system originally created as a PBX implementation by Mark Spencer of Digium in 1999.  The first implementations would install this software on a server fitted with cards that could communicate and connect to PSTN trunk line.  Over the years Asterisk has evolved to where it can be used as the hub in a VOIP system – so you don’t need all the PBX equipment to use it.

Here is a diagram of the traditional Asterisk PBX implementation:

Figure 1 Traditional PBX implementation

In the VOIP system, we would remove the line to PSTN, and the calls would be made through your internet connection as shown below:

Figure 2 VOIP system

The calls made from your Asterisk server are NOT free however.  It just allows you to make calls through your own system.  What you do is find a VOIP minutes provider.  A good one is VOIP.ms (www.voip.ms) which offers VERY cheap rates, with different levels of service and plans.

In this scenario, your Asterisk server talks to VOIP.ms across the internet via SIP (Session Initiation Protocol), and voila your calls are made!   VOIP.ms is one of several providers that allow you to purchase blocks of phone call time and assign permanent numbers – including 800 - to your business.

So now your scenario looks like this:

Figure 3 Asterisk

The Asterisk Server can be configured like any phone system you have operated, complete with voice mail, Interactive Voice Reponse systems (IVR)  to direct extension traffic , call forwarding, conferencing, fax, etc.  There are many linux vendors, and independent vendors, who have packaged all of the components for “easy” installation – including a web based or local GUI interface to configure everything.

In the Windows world, there is an award winning phone system that you can install on your Windows Server called 3CX (www.3cx.com).  It is the perfect Windows mirror to Asterisk, and I have watched this company – and their products – grow to where they are now effective players in the market.  With a free version for the smaller business – and being windows based - it would be a perfect way to test the water.  Here is a link to their product line brochure:  http://www.3cx.com/phone-system/3CXPhoneSystem_brochure.pdf

Hybrid Open Source Systems

In the previous scenario, we discussed Asterisk as the “typical” open source software – because of its use and popularity.  I wanted to point you to www.trixbox.com where you will find several options that use Asterisk as the source –including a free version that is easy to install and configure.

You can download and install the free version – TrixBox CE and get all of the functionality of a large PBX system for free.  You can use an older Pentium IV with 512 meg of Ram, and it will handle an office of 5 to 10 people with ease.

If you don’t have the hardware lying around, you can purchase a pre-packaged box call Trixbox.  Plug it in, fire up your browser, and you can configure away.

The other option that they provide is a “hybrid-hosted” solution that combines a cloud implementation that backs up your local network solution in case of downtime, or network problems.  Your calls will continue to be received.

They also offer CRM and Outlook integration – which is a necessity if you want unified communications.

Commercial Systems

Cisco, Avaya, and Nortel all provide turnkey hardware VOIP systems, but I am really impressed by Cisco’s latest marketing and implementation of plug and play systems for small businesses.

In the past, you would need a Cisco expert to add the necessary features to the router, purchase another appliance, etc.  It was both kludgy and expensive.  Now you can buy one router with all of the call features you would ever need, and basically it is plug and play for businesses with up to 15 users.  Even for businesses with a larger workload, it requires less intervention by a Cisco certified technician.

They even have IP phones that allow you to enter your time – on the phone – and then the information gets downloaded into QuickBooks!

I am also enamored with the integration to Outlook, and the ability to track both in and outbound calls, and provide you with information about how many touches it takes to sell a client, or how much administrative phone time is spent on a project.  Fascinating.

For more information on Cisco VOIP visit:  http://www.cisco.com/en/US/tech/tk652/tk701/tsd_technology_support_protocol_home.html

Other Commercial Systems

If you don’t want to mess with your network, there are well entrenched communication companies who come in and provide their own plug and play systems.  Vonage, Comcast are two that come to mind.  They provide fixed rates for unlimited calling, voice mail services with Caller ID – even allow you to keep your existing phone number.

If you have cable, then a provider like Comcast can make sense to provide both the internet and phone services.

I call this the ‘no muss no fuss’ solution.  They come and install the necessary adapters and you just plug in your existing phone.

How about Magic Jack?   Have you ever watched TV and seen the commercial?  It was voted by PC Magazine as their editor’s choice back in 2008.  Plug your phone line into the jack; plug the jack into the computer; pick up the phone and call for free anywhere in the US and Canada.

What about the phones?

What I have neglected to this point, is how do you make the phone calls?  Where are the phones?  There are three ways to accomplish this:

• Use your existing phones to plug into special hardware on your network (Adapter like solution)
• Use VOIP phones which plug into your network like any other PC or network device.
• Use “Softphones”, which are phone like emulators that you operate on your PC.

In the Asterisk PBX system – and certain Cisco equipment – you can use your existing phone lines and infrastructure.  For larger companies, this is a great transition to lower the short term cost.

People like Cisco, Astra, Grandstream and others make IP phones that plug into your network, and come with a slew of features – including video if you want to show your bright smile to your colleagues.  If your computer goes down, your phone stays on.

The softphone option is great for mobile users.  For instance I use a softphone on my laptop to receive playback, and make calls.  I can even video conference.  The most popular softphone is from CounterPath (www.counterpath.com) called Bria. It contains so many bells and whistles that visiting the website would do better justice than my explanation.

CounterPath also makes a product called eyebeam which as fewer bells and whistles, and would be more appropriate for the smaller business. 3CX provides a free softphone from their website.

Conclusion

There is so much to cover in the world of VOIP, that we were only able to cover a smattering of the more well known options.  But if you are ready to change your infrastructure, save some money, and become more agile – VOIP is definitely worth looking into.

Hopefully we have given you some starting points to do your own research.

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