VoIP (Voice over Internet Protocol) is a prevalent buzz word in the telecommunications industry today. VoIP includes technologies that use the Internet Protocol’s connections to exchange fax, voice and other forms of communication that were traditionally completed on Public-Switched Telephone Networks (PSTN).

There are several factors to be considered to successfully complete the Voice over Internet Protocol puzzle.

    Quality of Service (QoS)

Quality of Service (QoS) is one of the most important factors for VoIP. The term refers to the perceived quality of speech and the methods used to provide good quality speech transmission.

QoS specifies rules about which traffic has priority on your network. Used correctly it is awesome, but it could render your router useless if done incorrectly. Be sure to choose a solution that offers you the critical control you require for successful VoIP deployment.

There are several factors that affect speech quality, and several mechanisms that can be used to ensure QoS:

    Latency

If at any point the usage on the network exceeds the available bandwidth, the users will experience delay, also known as latency. In more traditional uses of an IP data network, the applications can deal with this latency. If a person is waiting for a web page to download, they will accept a certain amount of wait time. This is not so for voice traffic. Voice is a real-time application, which is sensitive to latency. If the round-trip voice latency becomes too long (250 ms, for example), the call quality would usually be considered to be poor. Another important thing to remember is that packets can get lost. IP is a best effort networking protocol. This means the network will try its best to get your information there, but there is no guarantee.

Delay is the time required for a signal to traverse the network. In a telephony context, end-to-end delay is the time required for a signal generated at the talker’s mouth to reach the listener’s ear. Therefore end-to-end delay is the sum of all the delays at the different network devices and across the network links through which voice traffic passes. The impact of latency on network throughput can be temporary (lasting a few seconds) or persistent (constant) depending on the source of the delays. Many factors may contribute to end-to-end delay. The buffering, queuing, and switching or routing delay of IP routers primarily determines IP network delay. Specifically, IP network delay is comprised of the following:

    Packet Capture Delay

Packet capture delay is the time required to receive the entire packet before processing and forwarding it through the router. This delay is determined by the packet length and transmission speed. Using short packets over high-speed networks can easily shorten the delay but potentially decrease network efficiency. Packet delay variation (PDV) is the difference in end-to-end one-way delay between selected packets in a flow with any lost packets being ignored. The effect is sometimes referred to as jitter.

    Jitter

Delay variation is the difference in delay exhibited by different packets that are part of the same traffic flow. High frequency delay variation is known as jitter. Jitter is caused primarily by differences in queue wait times for consecutive packets in a flow, and is the most significant issue for QoS. Certain traffic types-especially real- time traffic such as voice, are very intolerant of jitter. Differences in packet arrival times cause choppiness in the voice.

All transport systems exhibit some jitter. As long as jitter falls within defined tolerances, it does not impact service quality. Excessive jitter can be overcome by buffering, but this increases delay, which can cause other problems. With intelligent discard mechanisms, IP telephony/VoIP systems will try to synchronize a communication flow by selective packet discard, in an effort to avoid the “walkie-talkie” phenomenon caused when two sides of a conversation have significant latency.

Some systems incorporate a Jitter Buffer to avoid these problems.

    Switching/Routing Delay

Switching/routing delay is the time the router takes to switch the packet. This time is needed to analyze the packet header, check the routing table, and route the packet to the output port. This delay depends on the architecture of the switches/routers and the size of the routing table.

    Queuing Time

Internet-phoneDue to the statistical multiplexing nature of IP networks and to the asynchronous nature of packet arrivals, some queuing, thus delay, is required at the input and output ports of a packet switch. This delay is a function of the traffic load on a packet switch, the length of the packets and the statistical distribution over the ports.

Designing very large router and link capacities can reduce but not completely eliminate this delay.

    Packet Loss

IP is an unreliable protocol which means that in some circumstances packets of data can be discarded (dropped) by the network. This usually occurs when the network is particularly busy. Loss of multiple packets of a voice stream may cause an audible pop that will become annoying to the user. To maintain voice quality, packet loss should not exceed around 1% of all packets. Obviously this figure should be as close to 0% as possible.

    CODEC Selection

A CODEC, which stands for coder-decoder, converts an audio signal (your voice) into compressed digital form for transmission (VoIP) and then back into an uncompressed audio signal for replay. It’s the essence of VoIP.

The CODEC used will affect the voice quality due to the different compression algorithms used, and the amount of bandwidth required. For example, on a low bandwidth WAN link, using a high bandwidth CODEC (such as G.711) may cause “choppy” speech as the WAN link will suffer from congestion. In this case, a lower bandwidth CODEC (such as G.729) may be more appropriate.

    Bandwidth

Available bandwidth has a major influence on voice quality in VoIP networks. Bandwidth is usually expressed in the number of bits per second (bps) that can be transmitted over a network link. The amount of bandwidth is usually limited by the service provider or the physical cables that are used for transmission.

on-target-for-voipSo, now can you answer this: “Are you ready for Voice over Internet Protocol?” Let us help you with the details!

Get the RoIP Advantage

Many traditional communications services have been enhanced thanks to IP technology in recent years. Radio is just one platform that is more flexible and functional when handled over a digital network connection. So what are the main advantages of RoIP (Radio over IP)?

The benefits of radio over IP are relevant to a surprisingly large audience. ~ Shaun Richards

Aside from cost, the main reason to adopt RoIP in an organization results from endowing radio communications with much greater possibilities.

It is easy to see why so many businesses in different industries are starting to jump on the RoIP bandwagon. From enterprises with operators who need to handle radio dispatching to contractors who require a quick way to communicate with colleagues while they are out in the field, RoIP offers an affordable and flexible platform through which this can be achieved.

Empower your business operations easily and license-free with IP two-way radios!

These are great for:

– Warehouses
– Restaurants
– Hotels
– Manufacturing
– Museums
– Shopping Malls
– Department Stores
– Universities
– Security Guards
– Hospitals
– Care Centres

How does it work?

WLAN

Communications are distributed across WLAN access points in an IP network which makes it easy to expand the system. Many users in the system can transmit simultaneously. When headsets are connected to the radios, users can talk concurrently in full duplex – similar to talking on a regular telephone.

An IP radio system for wireless networks is a product that bridges the gap between license-free and licensed radio devices. The system is easy to connect to an existing wireless network and allows full duplex communication with reliable sound quality.

Get in touch with Nutec Electro Tel today toll-free at 1-800-898-3336 or email: sales@nutecelectrotel.com to schedule your no-obligation assessment and consultation.

What to do

It can be a challenging process to select the right telephone system for your business. Several factors should be considered. Here are a few thoughts that may help you with this exercise.

Reliability is a critical component to any business telephone system. Traditional PBX systems with analog or digital (PRI) connections to the outside world provide proven and reliable service for voice connections with your customers and suppliers. VoIP (Voice over IP) on the other hand is increasingly becoming a popular choice. However, VoIP is dependent upon a reliable internet connection. Before selecting a VoIP service, be sure to have your internet service analyzed for suitability for use as a voice path. Remember, a great internet service for file transfers and email communication may not be suitable for voice transmission.

Cost

Whether your business is small, medium or large, cost is an important part of the equation. Obviously, you will want to ensure an appropriate ROI (return on investment) while maintaining a reasonable TCO (total cost of ownership). Things for you to consider include the value of features best suited to meet your customer service and productivity objectives. Do your requirements include a telephone system that delivers voice communication and multimedia sessions such as video over the internet. Enterprise organizations that have offices spread out across the world may prefer VoIP systems because your location ceases to be an issue.

Flexibility with Modular Options

Both hosted (cloud) and premise based VoIP services can combine web conferencing, fax, voicemail to email, instant chat, and web conferencing with the traditional process of just picking up a phone and making a call. With VoIP smartphone apps, users can now take their office extensions with them wherever they go. You may want to consider a modular system that can combine premise based digital and VoIP components along with a cloud based system that offers the best of both worlds. Whatever choice you make, be sure to ask about an available managed services program to include peace-of-mind and reliability.

Allison Boccamazzo of WebRTC World composed an interesting article entitledSix Key Benefits of WebRTC That You Need to Know. This was a panel subject of the ITEXPO 2014 which took place in August 2014 at The Rio in Las Vegas.

Here’s a summary of what she wrote:

Disruptive technologies are changing the face of real-time communications, especially including Web real-time communications, or WebRTC. Today’s  ITEXPO panel, “The Economics of WebRTC,” presented by Doug Green, editor and publisher of “Telecom Reseller,” explored the potential of WebRTC and why thought leaders are looking at it to heighten business processes.

The panel opened the conversational floodgates by posing the question, “Is WebRTC the destroyer of worlds?” According to Green that is not case, which leads us to ask the question: If WebRTC is not necessarily destructive, can it be innovative? WebRTC provides ample value add for those businesses looking to build off of its potential, meaning there is certainly room for ingenuity. But its ability to be a creative lens is just one advantage of WebRTC. Green presented six other key competitive advantages of the technology:

  1. It’s free: “WebRTC is democratic,” said Green. “It is accessible and, even better, it’s not charging fees.”
  2. Platform and device independent: Green explained that, because it is a browser-based technology and platform and device independent, WebRTC is simple to use and relatively easy to program.
  3. Advanced voice and video quality: Video is one of the most exciting aspects of WebRTC as it grows and sophisticates, making the technology even more appealing. For example, think of customer service and agent-customer communications.
  4. Secure voice and video: At the same time, however, WebRTC also provides secure voice and video. It is in this way that you can really have the best of both worlds—security and incomparable quality.
  5. Adaptive to network conditions: Due to the flexible, browser-based nature of WebRTC, the technology is adaptive to a wide array of network conditions—a huge competitive advantage.
  6. Interoperability with VoIP and UC solutions: Last but certainly not least is that WebRTC is interoperable with VoIP and unified communications solutions, meaning it can be seamlessly integrated into virtually any company’s existing technology infrastructure.

Looking forward to WebRTC in 2016

Web RTCWebRTC promises to continue being a very popular tool for business. The Real Time Web Solutions Conference coming up August 1 to 4, 2016 in New York City will include a significant focus on WebRTC along with a full range of capabilities and components to deliver a complete web communications solution.

With today’s economy, it is even more important for business to embrace WebRTC as part of their initiative to reduce costs and remain effective and competitive. Nutec Electro Tel is pleased to offer our clients the ability to communicate and collaborate securely – anywhere, anytime on their various devices and applications of choice. WebRTC may soon become an integral part of your overall telecommunications strategy.

Contact Nutec Electro Tel for details:

www.nutecelectrotel.com  email:  sales@nutecelectrotel.com

Whether your business is small, medium or enterprise, your telephone system and call handling is likely a critical part of your customer interaction.

Are you able to answer these important questions:

  • How many people call your main telephone number?
  • When do you receive the most calls?
  • How long do callers wait for someone to answer their initial calls?
  • How many people called in response to your new marketing campaign?
  • How many calls were answered per person?
  • Who is answering the fewest calls?
  • How long are callers waiting on hold?
  • How many abandoned calls do you have?
  • Do you have enough lines to handle your call volume?

By deploying an ACD (Automatic Call Distribution) system, you could have the information at your fingertips to answer these and other crucial questions.

Here is an abbreviated summary of ACD benefits:

Among the many benefits that ACD can provide to users, nothing compares to the overall increase in Customer Satisfaction that can be gained using this tool.

Callers entering into ACD systems have the comfort of knowing that their call is being processed by prompting the caller periodically through various messages. ACD above all else, eliminates terminal holds which can be extremely frustrating to customers, and the business can ultimately lose the customer. This can cost businesses thousands of dollars in lost business that can never be measured.

Decreasing Costs always provides a tremendous benefit to organizations, and ACD systems can certainly help accomplish this goal.

Efficient call centers can:

  • Eliminate multiple handling of calls, reducing staff expenses.
  • Manage staffing levels by providing report data on call center activity and call flow.
  • Connect Multiple Locations: ACD can easily route calls to agents sitting at different or remote locations. All the agents working in different geographies can function as one single team.
  • Manage agent efficiency.
  • Reduce returned calls.
  • Help determine the correct number of incoming lines.
  • Responding fast to a call by transferring it to the most appropriate agent, will definitely improve the chances of first call resolution and the customer can get his query resolved without transferring him to other agents or departments. This will reduce the time taken to answer a call and hence reduce cost-per-call.
  • With efficient routing of incoming calls, agents can use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope. ACD acquires usage data such as total number of calls, time spent on each call, waiting time etc which is used for reporting purposes. This will enable managers to assess key performance indicators  and optimize resources more effectively.

Exploring these possibilities could be an important step in improving customer service and ultimately your bottom line!

You may contact us for a complimentary consultation: sales@nutecelectrotel.com.

We have all heard automated telephone greetings including statements such as, “This call may be recorded for quality assurance purposes.” There is increased recognition of the value to be gained from call recording today. Accordingly, there is a recognized need to move beyond the associated negative stigma and refer to it as voice documentation.

Email communication is an important part of the daily communication for most businesses today. Email is quick and efficient while providing a documented audit trail of the communication. However, when compared with voice communication, it misses the immediate real-time response and the between-the-lines meaning that is inherent to voice expression and tone.

By deploying voice recording in your business communication system you can gain the benefits of both worlds, maintaining the personal touch of voice communication while having documentation for future reference.

Whether you are an automotive, construction, education, healthcare, hospitality, industrial, or manufacturing organization, there are tangible benefits to deploying voice documentation. Here are five specific reasons why voice documentation is a valuable tool to protect and enhance your business:

  • Resolve Disputes  

With a voice documentation system, a misunderstanding between an employee and the customer can be quickly and professionally resolved. The voice document for the call can be easily retrieved and an extract of the call emailed to your client to confirm details.

  • Demonstrate Compliance  

Obtaining documentation of each interaction with a customer is often crucial. For many organizations it is necessary to demonstrate that regulatory guidelines have been followed.

  • Monitor Quality  

Review calls to ensure that all clients have been dealt with professionally at all times. Replaying past conversations is a great way to teach new employees and keep current employees trained.

  • Improve Performance  

Work with staff to develop their telephone and telesales techniques. In today’s highly competitive environment and the impact of social media’s instant reactions, delivering excellence in customer experience is paramount.

  • Share

Share conference calls and online meetings with business colleagues.

Voice documentation is available for analog, digital and VoIP business communications platforms. Integration into your existing telephone system is not only necessary, it is easy to do.

The advantages of using voice documentation are abundantly clear. When documenting all phone-based communications with your customers you can control liability threats, improve employee performance, enhance the quality of your client interactions and develop an archiving tool all in one shot.  Voice documentation is a simple way to ensure that your employees feel protected and knowledgeable at all times, enabling them to consistently deliver a better customer experience.

Please register today for our newsletter. www.nutecelectrotel.com or contact us:sales@nutecelectrotel.com for a complimentary consultation.

Given the growing complexity and options in the field of telecommunications, it is important to keep an eye on developments if you expect to keep a reasonable handle on planning for your short and medium term needs. Of course, defining your requirements is much more involved today than, for example, “I think we need 15 lines and 30 telephones.” Other considerations may include:

  • Voicemail

  • Voicemail to email integration

  • Unified Communication

  • Integration with CRM software

  • Contact centre users

  • Mobile users

  • Remote/work from home users

  • Multiple branch communications

  • Conversation recording

Premise Systems

Premise based telephone systems are well suited for larger organizations and those with the resources to support and administer on-site hardware. These are available in either Digital or VoIP (Voice over Internet Protocol) solutions.

Digital Systems

Premise based digital telephone systems may be equipped to support both analog and digital connections (trunks) to the outside world. Digital trunks or PRIs(Primary Rate Interface) will each support up to 23 voice channels. Internal workstation and other end points will be equipped with digital telephones. The system may also have analog station ports to connect other devices such as fax machines, door phones, etc.

Digital systems may also be configured as hybrid systems and include support for IP end points. This is often useful for the remote/work from home users.

VoIP Systems

VoIP (Voice over IP) systems may be equipped to support both analog and digital trunks as well as SIP (Session Initiation Protocol) trunks. Both IP telephones and analog devices may be supported internally. IP telephones would normally be supported by PoE (Power over Ethernet) switches rather than connecting to a power source at each end point.

Before ordering a VoIP system, have a network assessment performed to ensure your network is suitable.

Hosted Systems

Hosted, or Cloud-based VoIP systems offer sophisticated features without a capital investment. UCaasS (Unified Communication as a Service) is quickly becoming a popular option and certainly worthy of consideration. The ability to deploy this system using the operating budget makes it particularly attractive to small and medium businesses.

As in premise-based VoIP systems, a network assessment is a pre-requisite for a cloud-based system deployment.

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