Voice over Internet Protocol is a technology that allows voice to be sent over the Internet. Using a broadband Internet connection and subscribing to a VoIP provider allows a person to make phone calls over the Internet.

How does VoIP work?

First, voice is converted by a device from an analog signal to a digital signal. It is then sent over the Internet where it will be converted back to an analog signal for the remaining distance over a traditional circuit switch (PSTN).

What kind of Internet connection do I need for VoIP?

You will need a broadband Internet connection such as DSL or Cable or others (T1, wireless, etc.). Generally, depending on variables such as the Codec in use, a connection should have at least 100kbps on both the upload and download.

Can I use my computer when I am on the VoIP phone?

Yes, you can work on the computer while on the VoIP phone. They should not conflict with each other.

What are the advantages of VoIP?

There are several advantages to VoIP over a traditional phone service, such as, price, portability, and extra features. Many VoIP providers allow unlimited calls throughout the US and Canada at one low monthly fee. The taxation and regulation of VoIP is less than traditional phone service making the cost cheaper. A person can pick a number, rather than be locked into certain area codes and prefixes. With many providers, numerous features are offered as part of the basic monthly fee, such as call waiting, call forwarding, voicemail, call forwarding on busy, etc.

I have decided I want to try VoIP, what should I be aware of?

There are several things you should consider, depending on if you are a small business or a residential user. Some of these would include integration of other services such as faxing, alarms, TIVO and credit card machines. You may also need to consider how much bandwidth you have available from your Internet provider if you are looking for multiple lines. Then you will also want to pick a provider that offers, not only the features that you may need, but especially excellent customer service and technical support. We have included quite a lot of information on our Planning page for your consideration.

What is a Hosted PBX?

A Hosted PBX is a VoIP business phone system where the "PBX Hardware" resides at the provider. Usually rich in features, a hosted PBX can save significant upfront hardware charges because the PBX software/hardware sits remotely at the provider's facility and connection is made through the Internet.

What are the advantages and disadvantages of a Hosted PBX?

The advantages of a hosted PBX are the lower upfront costs, usually associated with less hardware costs. The usual hardware need would be IP phones which would connect to the Internet through a router. The provider maintains the software and servers and should provide technical support. By connecting to the "PBX server" through the Internet a user is dependant upon their connections stability, as well as the quality of that connection. As many Hosted PBX companies are smaller, relatively younger companies and the technology new, some issues can occur which can affect the stability of the service. In addition, the contract may have "back end" costs, such as cancellations fess which would increase the overall cost of the service.

If I at a later time I decide to change VoIP providers, will the hardware device I purchased work with another provider?

In most cases, you will probably need to get another ATA or VoIP hardware device, one that is supplied by the VoIP provider themselves. Even though some providers use similar devices, they may have proprietary software on them which cannot easily be changed.

What is a Softphone?

A softphone is the general term used to describe a VoIP phone connection where software that is installed, is used to create a phone connection on a computer. The PC acts as the phone with a virtual phone displayed on the screen. A head set is generally needed for good conversations, one with both a microphone and head speakers. Although softphones are liked and used by many people, they have not as of yet taken off in the business environment, which still prefer more traditional phones.

Once I install VoIP can I disconnect from my current telecom provider?

Yes, the VoIP service can be integrated throughout the premise by connecting to the existing phone wiring, already in place. Care will need to be taken to completely disconnect the previous physical telecom's connection to prevent voltage from being reintroduced from the original telecom.

How is the quality of sound and speech on a VoIP call?

Usually better, but the quality can depend on many factors like bandwidth, Internet connections over the routed call, and the Codec being used by the provider.

Can I use a credit card machine over my VoIP connection?

No, VoIP does not support the technology required for these types of connections as they use a dial up modem.

Can I have my TIVO connect over my VoIP connection?

Since, in most cases, your TIVO uses a dial up modem to connect and poll for information, no it will not work. I have heard of some people getting it to work by slowing down the modem to a very slow baud rate, but most VoIP providers do not support this type of connection due to the problems with modem to VoIP.

I have an alarm system; can it be integrated with a VoIP system?

In some cases, yes, but many alarm companies’ equipment cannot integrate correctly with a VoIP signal. There can also be the issue with a power outage, which in many cases will cause a loss of the Internet connection, resulting in the loss of VoIP service. You should contact your individual alarm company’s technical support for exact answers about their services integration with VoIP. One company that specializes in a device that uses a broadband connection to connect to the alarm company, and thus can be used with a VoIP connection, and can integrate with many different current alarm companies is Nextalarm.

If I loose power will I still be able to make phone calls with VoIP?

Loosing power can cause your Internet connection to go down. If this happens you will not be able to make calls unless you are equipped with a back up UPS, which could power the connection for a limited short duration. Using an UPS to power your modem and VoIP ATA should allow an Internet connection to be maintained for a short duration and should suffice for short local outages. For larger outages the loss of Internet may be more problematic, as for instance a cable company depends on amplifiers to power some of their equipment. If those amplifiers loose power then their system will go down in that area, including both TV and Internet.

What is automatic call forwarding on non-registration and how will it affect my VoIP connection?

Call forwarding on non-registration is a feature that allows incoming calls to automatically be forwarded to a predetermined number when your VoIP ATA is not communicating with your provider. For example, when your Internet connection goes down, either from loss of power or someone is working locally on the line, and your VoIP connection is lost, your incoming calls will immediately go to your cell phone. When the Internet connection resumes and your ATA registers again, then it will receive the calls, not your cell phone.

What is a virtual number?

A virtual number is a second or third phone number that will ring in on the actual primary number's line. This can benefit callers, who by dialing a local number to them, connect with your primary number without having to incur long distance charges.

How much bandwidth do I need to have a VoIP connection?

Depending on variables such as the Codec in use, a connection should have at least 100kbps on both the upload and download.

Will 911 work with VoIP?

Emergency 911 may or may not work depending on your VoIP provider. Recent FCC rulings have required VoIP providers to supply E911 numbers and service and there has been a major transition towards complete E911 service. You may want to contact them and ask about their particular service and your number.

I would like to have 5 VoIP numbers. Can more than one ATA be set up at the same location?

Yes, typically you would need to make sure your VoIP provider supports multiple ATAs. In most cases, you would need to connect them behind a NAT router and have the individual lines configured to use their own SIP port, so they do not conflict with each other. Some providers may have this capability.

Porting of Numbers--------------------------------------------

What does “porting a number” mean?

This refers to moving your telephone number from one provider to another provider.

How will I know if I can port my phone number away from my current provider?

In most cases your VoIP provider may have some experience with your current telecom, but until the process is started, you may not have a definite answer. In some cases features that may be included with your number may have consequences on its portability.

How long does it generally take to move my number?

The process once formally started can take two weeks and sometimes even longer. In some cases, it could take less, but we suggest that two weeks would be a good ballpark time frame. Toll free numbers typically take 30 days or even more.

Can I port my DSL phone number and still retain DSL service?

Your DSL provider may require you to keep an active number with them to qualify for DSL service. Before porting your DSL provider’s numbers make absolutely sure that your DSL service will remain intact. Some DSL providers will allow "naked DSL" or dryloop, but the majority do not. If you find that your DSL provider does not, then you may want to consider keeping that one number with a low end service to reduce its cost.

What is an LOA, and why do I need one?

A LOA or Letter of Authorization is a document that allows a VoIP provider to request your numbers on your behalf. This LOA would need to be filled out accurately, signed and faxed to your VoIP provider.

Can I port a toll free number or my cell phone number?

You should in most cases be able to port a toll free number, but typically cell phone numbers are not allowed to be ported. Toll free numbers take usually 30 days to complete the port.

My port request came back denied with an error stating an address mismatch, how can I correct that?

The best next step is to have your provider that you are porting to request a CSR. This record shows most of the information needed and how it should be listed.

What if after I port my number something that I did not plan on happens and I need to have my number placed back to the original carrier?

If this were to happen, depending on the length of time that elapsed, you can request a "snap back", where the port will go right back to the original carrier. This usually needs to be done in the first 48 hours after the port and you would need to initiate the request. If the length of time is past what would be possible for a "snap back", a new request would need to be started all over again by you with the carrier you want to port your number to. When and if this event which is rare happens, it is due to poor planning and not considering the ramifications of a port. Such as, porting a DSL number and loosing Internet, or not realizing your credit card machine may not work correctly. This is why we have given you information on planning and suggested some things to consider on our Planning and Installation pages.

Installation of VoIP--------------------------------------------

I have DSL; is the installation the same as with cable broadband?

Many DSL modems have NAT router functions incorporated, which most cable modems generally do not have. If the NAT router function of your DSL modem does not support SIP pass-through, or is not SIP friendly, you may need to configure the DSL modem to act as a bridge. This can also be true with modems that have certain built in firewall features, which prevent some VoIP signaling and voice traffic.

I want to have all my phones ring throughout the home, how do I do that?

Connecting the active VoIP phone port directly into a wall outlet by using an RJ-11 phone cable can do this. The phone circuit that you connect to must have been disconnected from the previous telecom to prevent voltage from re-entering. With most VoIP systems a limitation on the amount of phones that can be made to ring exists, due to voltage limitations. This number is sometimes around 6 or 7 phones, depending on the individual phone voltage requirements.

I use WinFax; can it be used over the VoIP connection?

Unfortunately, dial up modems will not work over a VoIP connection.

Can a person use VoIP over a satellite connection?

In some cases, VoIP is being used with satellite connections, but with varying degrees of success, depending on the ISP’s service and the Codec being used. Generally, there are quality issues and the connection will be much more degraded than over a more traditional broadband connection. Satellite connections have large built in latencies, due to the physical distances the signal travels. Generally, they also have low bandwidth, especially on the upload side and have what they call “burstable” bandwidth speeds. This burstable speed can create changes in the bandwidth where the fluctuation can cause problems for voice data. In many cases the end voice quality is poor and not acceptable to most users.

Can I use my existing router with the VoIP service?

In some cases certain routers may not support SIP pass-through or the NAT that they use does handle SIP correctly. If you can have good two-way conversations with your VoIP ATA connected directly on the public network, but after putting it behind the router, it has one-way audio or does not connect at all, then the router is probably SIP unfriendly. In any event, you should upgrade your router's firmware to the latest version. Many manufacturers have newer firmware releases that may help solve some of these issues.

Do all phones work with VoIP?

Phones that are meant to work with VoIP are ones that make an analog signal. If the phone says that it complies with Part 68 of the FCC requirements, then it should work with a VoIP connection.

I have just installed my equipment and I have one-way audio. How can I correct this?

This is probably a firewall or NAT issue. First try to connect the IAD directly to the modem. If the audio is both ways, then a NAT router is probably between the original IAD location and the modem. If you experience one-way audio connected directly to the modem, the modem will need to be set to bridge mode and the router will need to have PPPoE with username and password configured on it.

Troubleshooting and Correcting Problems----------------

I just installed VoIP; now I make a call and the person at the other end hears me, but I cannot hear them. What’s causing this?

This issue is most likely the cause of either double NAT or a non-friendly NAT router preventing the return audio packets from getting all the way back your phone.

I fax and the other end picks up, but then the fax fails and I get a communication error. Is there a way to fix this?

The first thing is make sure your RJ-11 phone cable connection to your fax machine is without splitters or other devices in the path. Then set the BAUD rate (transmission speed) of the fax machine to 9600 and turn off ECM (error correction mode).

I am on the phone and then I hear dead spots, the call quality sounds choppy. What can be causing this?

This sounds like a bandwidth issue. Check both your upload and download bandwidth. Turn off any computers that may be running an application that is using too much of the available bandwidth.

How can I get rid of the echo that the person on the other end complains about?

Turn down your phone volume. Acoustic feedback from the speaker to the microphone of a telephone handset can cause echo. Keep your ATA, as well as your cordless phone's base station away from other electro magnetic devices. Unfortunately, most ATAs are poorly shielded.

I hear a buzz or static on the line, is this normal?

It is not normal to hear buzzing. This can be caused by interference with cordless handsets or faulty grounding in the phone circuitry. Try another corded phone to see if the buzz stops. Connect your phone directly to the IAD to eliminate any possible faulty wiring problems in the home circuitry.

My VoIP is great, but I call a particular number and it always has very bad quality. Can this be fixed?

This can be a result of a carrier routing particular calls over a route where high latency occurs. Your provider should be able to look at the problem calls and see if there may be a network link that is causing high delay times.

My phone always displays the incorrect number of the person that is calling. What can cause this?

Some phones have a setting to automatically add a 1 to a long distance number. If this happens in some cases it will knock off the last digit of the displayed number.

My outbound caller ID does not show my name, rather it shows the VoIP provider's company name. What's going on?

This issue can happen after a "bulk port" of numbers by the provider. Instead of porting all numbers with exact specific information, the provider, for ease placed the group of numbers together under their name. The CLEC or entity that now owns the numbers then grabs the name supplied by the port record, or the provider's company name.

My VoIP has been working fine and I can make calls. Now I do not hear a ring or receive an incoming call; what can be causing this?

Check to see if call forwarding has been placed on the line or DND (do not disturb) has been set.

I can make good two-way calls, but my three-way calls sound terrible. What can cause this?

This is most likely a bandwidth issue. Since a single two-way call needs approximately 100kbps on both the upload and download side, a single three-way call would require twice that or 200kbps. (These figures include some bandwidth for the PC and are generally recommended by some VoIP providers.) There are some Codecs that use compression that can reduce the amount of bandwidth required. If theses codecs are being used, then less bandwidth would be required.

I pick up the receiver and have no dial tone. I need to make a call, what can I do?

First, make sure you have an Internet connection. If you do have a connection to the Internet, but no dial tone, do a complete power cycle, starting with the modem, router and IAD. Power them back in the sequence, modem first, then the router and last the IAD, making sure to give the modem some time to reconnect with the ISP.

I have an Internet connection and have done a complete power cycle, but I still do not get a dial tone. What next?

Try to determine the IP address of the IAD by using an IVR command response, if you are using one with this feature. If it is 0.0.0.0 then it is not communicating with DHCP server (NAT router). Try to reseat and check the Ethernet cable from the IAD to the router. If that does not work try connecting the IAD directly to the modem and do a power cycle. In the case of a Linksys ATA/Router check the front panel lights for a solid power light and a solid phone 1 light when the phone is on hook.

Up until recently my VoIP calls have been good, but now I notice that they are choppy, sometimes drop and are generally not very good quality. What can be going on?

If you haven’t changed anything on your end, it could be that your ISP is having issues with their network. You could check for increased latency and packet loss. Give your ISP a call and ask them if anything is going on.

I would like to use my VoIP in a hotel room. Is there a way to do this?

Connect the IAD into the room’s Ethernet connection. You will need to know the IVR command to get the assigned IP address of the IAD. (For instance, with a Sipura 2000, this would be ****, then the command 110#.) Once you get the assigned IP address, call the hotel’s help desk and with that information they should be able to log the device on. There could be other issues with firewalls, but in many cases by following these instructions you will be able to use your VoIP connection.

I dial a valid phone number and get a recording stating that the number does not exist. I thought I could call anyone with my VoIP number, is that correct?

Dial the number as a 10 digit number. If you still do not get through, call your provider and tell them the number and time of the call and they can look at the situation. In some cases, a LERG update would need to be done by carriers to correct this issue.

I dial a number and get a long period of dead silence. Is this normal?

VoIP calls can take a longer period of time for connection than traditional PSTN lines. In most cases, this time should only be a matter of a few seconds more. By pressing the # on the phone you can cause the call to connect right away.

Usually my VoIP calls are fine, but at times they have bad quality and some calls even get dropped. Is this just the VoIP technology?

Having calls routed over the Internet can lead to occasional changes that result in less than ideal quality. Periods of high latency, either from congested routers or problematic routes, can cause packets to be dropped and dead spots in voice transmission. If unusually high latency occurs, the entire call could go dead.

From time to time, people have said that they called me and got a “fast busy”, but other times they get a good connection. Is this a problem with my provider?

This could happen if your IAD is not connected to the Internet and ready to receive calls and you do not have voice mail activated with your provider. The initiating call cannot be directed to a recipient, either the IAD or the VM server, so a 404 “not found” is returned. If voice mail is active, then even if the IAD is not registered the call should go to voice mail.

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