QoS (Quality of Service) - Voice Quality Is Job Number One: Part 2 Submitted by Louis Sokol & Michael Mosier, Select Phone Solutions 281-501-6464 / lsokol@tservgroup.com / mmosier@tservgroup.com / www.SelectPhoneSolutions.com In the previous article we defined how a phone call is composed of four distinct components, all of which must be operating at peak efficiency to provide premium Quality of Service (QoS) for your business. The components were: 1. Connectivity – the dialtone or broadband connection to the outside world. It could range from a plain old analog copper wire pair (POTS) to a digital T-1 optical fiber or better. 2. Hardware – this is the phone system that you buy. Part of it is the PBX in the back room, part is the handset on your desk that you use to answer a call. Hardware is the fastest component to become obsolete and is also typically the most expensive. A VOIP system has an IP-PBX which is a reprogrammable computer and is not as likely to be obsoleted. 3. Software – this component drives the phone system hardware to do what it needs to do at your command. Old PBX systems are heavily dependent upon the hardware for features that you can use. Modern VOIP phone systems are mainly driven by the software which can be reprogrammed as needed, updated and kept from obsolescence quite easily. This extends the useful lifetime of your phone system investment. 4. Network – Your phone system requires a network of cables, routers and switches to connect the brain (PBX or IP-PBX) to the handsets unless you are wireless. A radio can broadcast phone signals to built-in corresponding wireless receivers – see hardware. Digital VOIP phone systems piggyback on the data network and avoid the cost of a duplicate network as in analog wiring pre-2000. Never make the mistake of using consumer quality equipment that is designed for low traffic volume on a high traffic office network. You may save some money at the store but you will pay for it many times over in equipment reboots, system failures, data loss and lower productivity for your business. Get a recommendation from your IT/phone system vendors and buy the best router and switches that you can afford. Have a qualified technician install real CAT5e or better cabling, not patch cables running through your ceilings. A VOIP phone system goes further than other phone systems in bringing clarity to your business phone. Since the phone system shares a network with the data network, the packet traffic must be prioritized such that the voice packets go first at all times. This is implemented in VOIP QoS. The network is instructed to differentiate voice traffic from data traffic and prioritize the voice traffic. There are metrics that VOIP technicians use to measure how well this works and see where it can be improved. QOS does not particularly slow down data packet transfer. There is no noticeable lag in Internet usage or file transfer across your local network. The key to all four components in QoS is planning. Talk to your vendors and see what your options are, particularly from the telco for connectivity and the phone vendor for the other three components of hardware, software and network. An IT company may understand the network component but may not be familiar enough with phone systems to know the pitfalls that are out there. Would you bet the quality of your phone system for the next ten years on an IT staff that has little experience in business phone systems? Acquire the right vendor for this vital part of your business communications and your business will be far better off in the long run. Ask for your free phone system audit from Select Phone Solutions by calling 281-501-6464. About Our Show Advisors: Select Phone Solutions is a specialist in VOIP and especially for small businesses. We have 16 years experience in IT and because of that we know computers, networks and the infrastructure that makes the system work. Many phone system vendors today only know what the manufacturers tell them on sales sheets. They have to defer to tech support lines when anything goes wrong with your phone system. Can you wait for them to learn how to fix your phones? Because of the nuts and bolts experience of Select Phone Solutions technicians, they can both design the system that you need and also provide firsthand tech support for you without the need to first learn the system. Whether your system is 2 phones or 50 phones, you can have 24x7 monitoring of your system and an SLA to let you sleep at night. “Productivity Through Technology”