Intro to VoIP Basics

Intro to VoIP Basics

VoIP (Voice over Internet Protocol) lets you make and receive phone calls over the internet instead of traditional phone lines. Your voice is turned into digital data, sent over your internet connection, and converted back to sound on the other end. It feels like a normal phone call but is more flexible and easier to manage.

What is VoIP?

VoIP is a phone system that runs on your data network. Instead of copper lines, calls travel over your internet connection.

In simple terms:

• - You speak into a phone or headset.
• - Your device converts your voice into data.
• - That data travels over the internet.
• - The provider routes the call to another VoIP user or to the regular phone network.
• - The other person hears your voice as normal.

VoIP vs traditional phone systems

Traditional phone systems (PSTN / PBX):

• - Use physical phone lines and on-site hardware
• - Need specialist installation and maintenance
• - Are slower and more expensive to scale
• - Offer limited or extra-cost features

VoIP phone systems:

• - Use your existing internet connection
• - Are managed through software, often in the cloud
• - Scale up or down quickly as teams change
• - Include a wide range of built-in features

Main advantages of VoIP:

• - Lower infrastructure and call costs
• - Better support for remote and hybrid work
• - Easier integration with tools like CRM and helpdesk
• - Centralised management across locations

Core VoIP features

Call routing

Controls where calls go when someone dials your number. You can:

• - Route calls to a main line or team
• - Send after-hours calls to voicemail or an answering service
• - Split calls between sales and support
• - Share calls among available agents

Voicemail

VoIP voicemail is accessible from desktop, mobile app, or email. You can:

• - Get voicemail transcriptions (where supported)
• - Forward or assign messages to team members
• - Keep messages linked to contacts or tickets

IVR / auto-attendant

The “press 1 for sales, 2 for support” menu. It lets you:

• - Greet callers with a recorded message
• - Offer department or language choices
• - Provide simple self-service options
• - Cut down on manual transfers and hold time

Call recording

Many VoIP systems support automatic or on-demand recording. Useful for:

• - Training and coaching
• - Verifying details
• - Quality assurance and disputes
• - Meeting compliance requirements

Basic requirements for VoIP

Internet connection

VoIP depends on a stable connection.

Key points:

• - Enough bandwidth for your calls plus normal usage
• - Quality of Service (QoS) to prioritise voice traffic
• - Wired connections where possible for key users

Hardware

You can use:

• - Desk IP phones (plugged into ethernet)
• - Softphones (apps on your computer with a headset)
• - Mobile apps (business calls from smartphones using your company number)

Most businesses use a mix.

VoIP provider

Your provider supplies the platform, numbers, and connectivity.

Compare:

• - Number coverage in your regions
• - Included features and add-ons
• - Pricing model
• - Support and SLAs
• - Integrations with your existing tools

Common business use cases

Small offices and startups:

• - One main number with extensions
• - Routing to whoever is on duty
• - Easy user additions as you grow

Remote and hybrid teams:

• - Same business identity from home, office, or on the road
• - One consistent business number and caller ID
• - Presence indicators to see who is available

Sales teams:

• - Click-to-call from CRM
• - Automatic call logging
• - Call recordings for coaching

Support and service desks:

• - Queues and IVR for routing
• - Recordings attached to tickets
• - Reporting on call volumes and wait times

Security and reliability

Security

Ask providers about:

• - Encryption for calls and recordings
• - Access controls for admin and recordings
• - Strong authentication and MFA
• - Data storage locations and retention

Also define:

• - Who can access which data
• - How you handle recording, consent, and policies

Reliability

Look for:

• - Redundant infrastructure
• - Clear uptime commitments (SLAs)
• - Options to fail over to mobiles or backups if internet is down
• - Monitoring and alerts for call quality

Integrations with other tools

CRM

With CRM integration, you can:

• - Click-to-call from contact or deal records
• - Log calls and outcomes automatically
• - Store recordings and transcripts on timelines
• - Trigger follow-up tasks and workflows

Helpdesk and ticketing

For support teams, VoIP can:

• - Create or update tickets when calls come in
• - Show customer history to agents in real time
• - Attach recordings to tickets
• - Route calls by priority or customer type

Other tools

VoIP can also integrate with:

• - Collaboration tools (for notifications and click-to-call)
• - Marketing platforms (to track campaign calls)
• - Analytics tools (for deeper reporting)

Getting started

A simple approach:

• - Define your goals (cost, visibility, remote work, customer experience)
• - Review your current setup (internet quality, users, locations, numbers)
• - Shortlist providers (features, pricing, integrations, support)
• - Pilot with a small team, gather feedback, and adjust routing, IVR, and policies

With the basics in place, VoIP can become a straightforward, flexible foundation for your business communications.