Voice over Internet Protocol (VOIP)

What is VOIP

Voice over Internet Protocol (VoIP) is a technology that allows you to make telephone calls using an internet (or private network) connection typically over a broadband connection instead of your standard phone line. The packet technology used in VoIP makes more efficient use of communication channels than traditional telephony, which dedicates a distinct voice channel to each individual conversation that is underway.

How does it work?

VoIP phone calls can be made in one of three ways.

1. Analog Telephone Adaptor

The simplest way to make a VoIP call is to use an ATA (analog telephone adaptor), sometimes called a ‘gateway’. This device allows you to use your current standard phone.

To make a VoIP call, simply plug your standard handset into the ATA and connect the ATA to your computer or your internet connection.

The ATA takes the analog signal from your standard phone and turns it into a signal that is ready to be sent over the internet.

With some ATAs you may be able to:

select whether your outgoing calls use VoIP or the standard telephone connection
switch between VoIP and your standard phone connection for incoming calls.

2. VoIP phone

A dedicated VOIP handset looks just like a standard phone, but it is connected directly to your router or PC, typically through an Ethernet or USB port.
The handset already includes all software necessary to send and receive VoIP calls. It offers a fast and cost-effective way to use Voice over Internet Protocol.

3. Computer to computer using a Software VoIP Phone

As the term suggests, this involves using software on your PC and an internet connection to contact someone else with compatible software at their computer. Apart from the software, your computer needs a microphone, speakers, a suitable sound card and a fast internet connection.

You may need to spend some time setting up the microphone and speakers to make sure that the sound works well and that there is no acoustic feedback during the call. You can help remove such unwanted feedback by ensuring your speakers are pointed away from the microphone and are not located next to it. You should also ensure the speaker volume is not set too high.

What are the benefits of VOIP

One of the main benefits is that VoIP can significantly reduce call costs, especially over long distances. Calls may even be free of charge in many cases, for instance if calls are made to users on the same network.

Another benefit is that you can unplug your telephone handset from your PC or adaptor, travel to a new location (potentially anywhere in the world), plug it into another connection and carry on exactly as if you were at home. This is known as nomadic operation.

What services can VOIP providers offer?

Aside from standard call services, VoIP providers may also offer:

video calls
conference calls

Some services also offer advanced call-handling options. These are based on caller ID information and allow you to decide how to handle calls from a particular number. For example, you may automatically:

re-direct the call to another number
send the call directly to your voice mailbox
reject the call

With many VoIP services, you can also check voicemail via the web or attach messages to an e-mail that is sent to your computer or handheld device.

Differences between VOIP providers

Not all VoIP providers offer the same basic call services. Although VoIP may bring more choice, additional features and in most cases lower prices, consumers also need to know of any limitations in what they are buying. Some VoIP services might seem like traditional telephone services on the surface but may not offer all of the features consumers have come to expect from their home telephone service.

In general, be aware of the following differences.

Some VoIP providers may restrict you to calling other people who use VoIP, while others support calls to anyone who is reachable by telephone, including local, long distance, mobile and international numbers and, or, Internet addresses.
Some services only work over your computer or a special VoIP phone, but other services work with a traditional phone and an adaptor.
Some current services may have limited or no support for emergency calls to 999/112 and in those cases you will need to ensure you maintain your traditional land-line or your mobile phone.

Check before you buy

While this leaflet briefly explains how VoIP works and gives examples of VoIP equipment and services, we cannot recommend any specific versions or service providers. Make sure therefore that you carry out your own thorough search for the best deals and the best equipment before committing to any particular brands. Check what the limitations are (e.g. poor access to 999 calls and directory services, voice call interruptions etc.) and what the claimed benefits are (e.g. lower costs are for calls to mobile and international numbers, better voice quality on-net etc.) and whether there is a ‘lock-in’ period for which you are contracted to pay.

What should I consider before choosing VOIP?

Ask your provider the following questions so that you can make an informed choice.

Do I have to change my phone number to use the VoIP service?
Does your service allow me to dial the emergency numbers 999 and 112?
Does your VoIP service offer features such as directory assistance, directory listings and access to the operator?
Does your VoIP service depend on my power supply?
If I use an ATA adaptor (a gateway), do I need to charge it through the mains power supply?
Do you offer a backup power facility in case of power cuts?
If there’s a problem with my broadband connection, will you offer back up through fall back to a traditional telephone connection?