VOIP

Voice over Internet Protocol (VoIP) is a way of making telephone calls using your broadband data connection, rather than via the traditional PSTN (public switched telephone network) that we all know.

The main methods of implementation of this technology are:

1. An Analog Telephone Adapter (ATA) may be connected between an IP network (such as a broadband connection) and an existing telephone jack in order to provide service nearly indistinguishable from PSTN providers on all the other telephone jacks in the residence. This type of service, which is fixed to one location, is generally offered by broadband Internet providers such as cable companies and telephone companies as a cheaper flat-rate traditional phone service.
2. Dedicated VoIP phones are phones that allow VoIP calls without the use of a computer. Instead they connect directly to the IP network (using technologies such as Wi-Fi or Ethernet). In order to connect to the PSTN they usually require service from a VoIP service provider therefore most people also use them in conjunction with a paid service pla
3. A softphone (also known as an Internet phone or Digital phone) is a piece of software that can be installed on a computer that allows VoIP calling without dedicated hardware. An advantage of using a softphone with a VoIP service provider is the ability of having a fixed phone number which you can move to any country or location (This is also possible with ATAs and VoIP phones, however requires the physical relocation of the hardware). This is essentially how Skype works(even without a telephone number for establishing the call), and is also how our contact number is managed. Your call to our number 02 8213 2581 is directed to software on a laptop wherever it is in the world. If the laptop is not on or we are unable to answer the call the voicemail is then sent by e-mail to our contact e-mail for prompt attention. The same re-direct is available with most VOIP services.

Reliability?

A common concern from businesses of all types relates to the reliability of VOIP systems. The main determinant of this issue is the quality of the Internet connection that you use. ADSL1 at 1500/256kbps provides far better quality and reliability(of signal) than 512/128kbps, and if you really wanted complete reliability of your broadband service generally you should opt for a "Business" grade product. This will cost more but improve the downtime significantly.

How can we benefit then?

In order to explain this simply we will give you examples of how we us VOIP in our own Clinic(and in the same way at home).

• We have 1500/256kbps ADSL1 from Exetel at both sites. Any fast broadband will suffice.
• We have traditional telephone service for ALL incoming calls. There is NO risk to the business due to voice quality.
• We use an ATA adaptor incorporated into the network, into which we connect a multi handset cordless telephone, which is then used for ALL outgoing calls. These calls are charged at 10c per call for untimed national calls, but the first 100 are included in the monthly ADSL charge from Exetel. Mobile calls are charged 22c per minute with NO flagfall!
• The overall result is generally a dramatic reduction in outgoing call costs, and for a busier clinic it can be very substantial. It frees up the previous line for outgoing calls so that the Eftpos machine and the fax have sole use of it or in some clinics could allow the cancellation of one or more line rentals thus saving >$30/month.
• separately we use Skype on the Reception computer desktop to maintain message contact with the staff from the Home office or anywhere else we may be. This is simpler than using the telephone in many cases.
• lastly, although this is not a use of VOIP, we take advantage of the 30 free SMS text allowance(8c per message after that) from Exetel to send messages to clients who provide us with mobile numbers. This is easy to do with the free software provided by Exetel and means we can quickly update clients about appointments, orders, puppy preschool times and more. Staff do not get caught for ages on an expensive(for us) call, and the clients can call us back if necessary or even return a text message.

All of this can be done with any VOIP provider and most will charge a similar amount per call. Sometimes it is the optional extras that make a difference. For example, at home we have a service that includes 100 calls untimed to a large number of countries as well as nationally for $14.95/month fee. Very useful for calling relatives or friends overseas on their actual 'phone without using free services like Skype.