White Paperby

Birendra Singh

VoIP (Voice over IP)

The Future of Telecommunications

CONTENTS

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Introduction ........................... 3

VoIP tech gyan ........................... 4

Big Advantages of VoIP ........................... 5

PSTN vs. VoIP ........................... 12

VoIP for contact centers ........................... 13

Inbound numbers ........................... 14

Summary ........................... 15

VoIP Voice over IP

VoIP (voice over IP) is the transmission of voice and multimedia content over Internet Protocol (IP) networks. VoIP is now a realistic solution for businesses looking for an alternative to traditional telephone networks known as Public Switched Telephone Networks(PSTN). VoIP calls can be made phone-to-phone, computer-to-phone, or in other ways.

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VoIP

VoIP encapsulates audio via a codec into data packets, transmits them across an IP network and decapsulates them back into audio at the other end of the connection. VoIP endpoints include applications running on mobile devices and PCs or dedicated desktop VoIP phones. VoIP endpoints typically use codecs, such as G.711, this does transmit uncompressed packets, or G.729, which does compressed packets which reduce bandwidth requirements. VoIP typically supports non-voice communications via the ITU T.38 protocol for sending faxes over VoIP.

Once voice is encapsulated onto IP, it is typically transmitted via the real-time transport protocol or through its encrypted variant, secure real-time transport protocol. The Session Initiation Protocol (SIP) is most often used for signaling that is necessary to create, maintain and end calls. Within enterprise or private networks, quality of service is typically used to prioritize voice traffic over non-latency-sensitive applications to ensure acceptable voice quality.

VoIP system may include an IP-PBX to manage user phone numbers; gateways to connect networks and provide failover in the event of a network outage; and session border controllers to provide security, call-policy management and inter operator network connections. A VoIP system can also include location-tracking databases for call routing and management platforms to collect call-performance statistics for reactive and proactive voice-quality management.

VoIP TECHGYAN

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BIG ADVANTAGES OF VoIPFOR SMALL/LARGE BUSINESSES

1. Cheaper Outbound, Inbound, and Toll-Free Minutes

Voice over Internet Protocol, for all its amazing features, is best known for how cheap it is to make a call. The low prices are, in part, due to the fact that VoIP is built upon the existing infrastructure of the internet, and because the voice data is cheaper to send over internet protocol compared to the circuit-switched PSTN. Calls that connect to SIP addresses rather than phone numbers are cheaper now. You can further add to your savings by tailoring your phone service to each division of your business.

Certain buildings, such as warehouses, make mostly internal calls; other buildings, such as offices, make and receive many calls; a customer service center primarily receives calls. Whatever combination of calling plan you want- CUG calls, inbound, outbound, toll-free, metered or unlimited plans, VoIP provider can customize plan down to each individual phone, saving money every month.

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2. CUG Calls are Free and Easier to Make

Cell phone networks have free calls between subscribers of their service. Business VoIP service providers are the same way, but business VoIP services are made with features designed specifically for business. An IP-PBX connects not just a building, but your entire company. You can have extensions with three or more digits, so calling a colleague half a world away is as simple as pressing three buttons. When you have hundreds of employees spread across the world, having your own internal network of free calling can save you tens, even hundreds of thousands of rupees compared to the cost of older PBX systems.

Business surveys have shown that at about half of organizations, coworkers can’t reach each other at the first phone they call. Because VoIP is connected to your computer, there is desktop software that lets you see if your coworkers are on the phone or not (a feature known as presence), and you can click their icon to call them, and you talk to them using your desk phone. If they are busy, the same software lets you leave a message on their voicemail without disturbing their phone call, and lets you email or IM them. This adds up to more productivity, less down time, and more profit.

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3. Get The Same Enterprise-Class Software, But at a Lower PriceVoIP solutions are customized to the needs of each client. Whether you are a call center, a multi-faceted business with many different departments and specialists, or a business that does a high number of online meetings and webinars, hosted VoIP includes many features you need as standard, or as an affordable add-on.

Hosted VoIP includes many Fortune-500 company features at an everyday price. We can take advantage of the low price and hefty feature set of VoIP, including

• ACD call queues

• Auto attendant

• Call parking

• Conference call

• Dial by name directory

• Group ring

• Music on hold

• Voicemail transcription

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WHEN YOU HAVE HUNDREDS OF EMPLOYEES SPREAD ACROSS THE WORLD, HAVING YOUR OWN INTERNAL

NETWORK OF FREE CALLING CAN SAVE YOU TENS, EVEN HUNDREDS OF THOUSANDS OF RUPEES COMPARED TO

THE COST OF OLDER PBX SYSTEMS.

WHEN YOU HAVE HUNDREDS OF EMPLOYEES SPREAD ACROSS THE WORLD, HAVING YOUR OWN INTERNAL

NETWORK OF FREE CALLING CAN SAVE YOU TENS, EVEN HUNDREDS OF THOUSANDS OF RUPEES COMPARED TO

THE COST OF OLDER PBX SYSTEMS.

4. New Technology - Better Sound QualityVoice over Internet Protocol is a continually evolving and improving technology. One aspect that is being continually developed is sound quality. Wideband audio, also called HD Voice, extends the frequency range and doubles the sample rate of telephone audio, making it easier to distinguish between syllables in the higher range. Better sound quality makes for easier negotiations, better business to business communications, and better filtering of background noise.

5. International PresenceVoIP calls overseas are very cheap, to most of the world. But low international rates are just the beginning. All calls within your own network, including international calls, are included with business VoIP plans. You can even use a smartphone or laptop to connect to VoIP network over a Wi-Fi hotspot, saving you international roaming charges.

But the truly remarkable thing about VoIP is telepresence. With telepresence, you can converse with your colleagues half a world away as if they were in the same room with you.

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6. New Tools to Aid in Time ManagementYour time and attention, and your employees’ time and attention, is valuable. With VoIP, you have a wealth of tools to help manage that time.

Call center programs, for instance, keep track of how long callers are on hold for, how long conversations take, and even how often employees take lunch or bathroom breaks. State-of-the-art software allows multiple callers to jump past a queue and connect directly to available agents.

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CLICK AN EMAIL AND CALL THE PERSON THAT SENT IT TO YOU. RECEIVE A PHONE CALL AND HAVE A SCREEN POP UP WITH THE CALLER’S LAST OUTSTANDING BILL. WITH VOICE OVER INTERNET PROTOCOL, YOU, AND YOUR EMPLOYEES, WILL HAVE ALL THE TOOLS YOU NEED TO GET THE MOST OUT OF YOUR BUSY WORKWEEK.

7. Take it With You

With VoIP, employees are empowered to work anywhere. Instead of building a new satellite office, and having to pay for rent and utilities, you can have them log in from any computer, or use any IP phone, and have them telecommute. Your telecommuting employees will use the same software that your call centers use, but they can work from home.

Similarly, important business calls can be made from anywhere in the world. With VoIP, you can prevent incurring expensive roaming charges and instead connect smartphones to your VoIP provider over any Wi-Fi hotspot.

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8. Unified Communications brings it All TogetherUnified Communications and Collaboration, sometimes called UC or UCC, is quickly becoming a buzzword in the business world. It’s easier than ever to combine discrete technologies and platforms like Skype, email, phone, and fax into one program. Click an email and call the person that sent it to you. Receive a phone call and have a screen pop up with the caller’s last outstanding bill. With Voice over Internet Protocol, you, and your employees, will have all the tools you need to get the most out of your busy workweek.

IT’S EASIER THAN EVER TO COMBINE DISCRETE TECHNOLOGIES AND PLATFORMS LIKE SKYPE, EMAIL, PHONE, AND FAX INTO ONE PROGRAM.

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PSTN vs. VoIP: Feature-by-Feature Comparison

Feature

Connectivity type

Requiredbandwidth

Pricing

Scalability

Remote extensions

Business continuity/disasterrecovery

Call waiting, call forwarding,call transferring

VoIP PSTN

Internet connectivityDedicated telephonelines

Requires about 10 Kbps in each direction

Free VoIP-to-VoIP calling (local and international), but calls to mobile and landline phones havenominal subscription fees

No free calls can be made. Costly international calling. Monthly phone plansdepending on serviceprovider.

Typically about 64 Kbps in each direction

Upgrades usually require more bandwidth and simple software updates.

Service terminates when Internet connectivity (power) is lost. Organizations must have a VoIP disaster recovery plan.

Service usually remains active during power outages because phone jacks do not require electricity.

This feature is standard.

Available at extra costPresent.

Upgrades require purchasing more hardware and dedicated lines, which can be very complex and costly.

This feature typically requires dedicated lines for each extension and is very pricey.

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MOST OF CONTACT CENTERS ARE STILL RUNNING ON IPLC CIRCUITS AND INVOLVE HIGH RECURRING COST. Usage of VOIP gives following benefits

1. Low recurring cost

2. Low maintenance

3. Low initial cost

4. Redundancy

VoIP FORCONTACTCENTERS

THE TRULY REMARKABLE THING ABOUT VOIP IS TELEPRESENCE. WITH

TELEPRESENCE, YOU CAN CONVERSE WITH YOUR

COLLEAGUES HALF A WORLD AWAY AS IF THEY WERE IN

THE SAME ROOM WITH YOU.

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INBOUND NUMBERS

VoIP services can deliver inbound virtual numbers that terminate to your telephone

line (known also as DID numbers) and toll-free numbers too. Different MNC’s, export oriented units, BPO’s can have

international numbers of countries of their choice, while having presence in India. They

can do business as if they are having physical presence in these international countries.

However, an OSP license is required for having inbound numbers in India and these

are delivered through MPLS links at customer premises.

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SUMMARY

VoIP is the future of telecommunications. The market for VoIP is growing by leaps and bounds every year,

because it helps businesses large and small cut costs and even make more money.

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Sify Technologies Limited

Sify is a leading integrated ICT player in India, helping customers realize value by leveraging its world class assets & services cutting across Data Center, Cloud & Managed Services; Network Provisioning, Integration and Management Services; Application Services; and Technology Integration Services.

The sweeping technology changes that are influencing the way enterprises consume IT, allow Sify to be in a unique position to be a partner of choice, by providing service consumption models that are aligned to the Third Platform.

CertifiedCMMi L5 Companywith ISO 27001 &

ISO 9001Certifications

sify technologies limited

1800 419 2929

@ sifytech

marketing@sifycorp.com

www.sifycorp.com

To know how Sify can help you digitally transform your business, mail us today.

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