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A direct translation of voice-over-Internet-Protocol (voice over IP or VoIP) means the ability to carry out voice communication through the world wide web (www). The world wide web is also commonly referred to as the internet. In actual fact, voice over IP extends beyond voice communication. It not only enables voice but text, images, files, programs, etc to be transferred.

Voice over IP is a revolution over the traditional way of communication since the invention of the telephone by Alexander Graham Bell in 1876. It combines the legacy voice system with packet networks and allows both voice data and signaling information to be transported over the packet network.

When we pick up the telephone handset to make a call, all noises including our voice messages are captured by the microphone in the handset. They are converted into analog signals (resembling waveform) and carried across wired cables from our telephone switch to the telephone switch of the party we called. The network through which the analog signals are transferred is known as the PSTN (Public Switched Telephone Network). To ensure that the signals remain strong after traveling long distances, amplifiers are placed at strategic junctures along the journey to boost the analog signals. Unfortunately the unwanted noise signals were also magnified along with the voice signals. When the signals reach the telephone switch of our intended listener, they are translated so that the person we called can hear our voice message. Hence the quality of the original voice message is distorted. Surely everyone has experience interferences (noise) in the voice communication via the telephone line.
In voice-over-Internet-Protocol , the voice message is converted into digital data represented by 1’s and 0’s and divided into (IP) packets before being transported across the network. Digital signals carrying call information are also transported along the same network. Once they reach the destination, the packets are reassembled and translated back to whatever form they took before they were converted, which in this example is a voice message. In order to boost the signals, repeaters (digital amplifiers) were placed at strategic junctures to magnify the signals. Unlike the amplifiers used for PSTN lines, the repeaters also clean the digital signals by removing the unwanted noises before magnifying the signals. Hence the quality of the original communication is maintained.

As a result of the consistent quality of communication, digital networks are suitable for transferring more than mere voice messages. Images, text, files, programs, etc can also be treated in the same manner as voice messages and sent over the digital network. Another plus factor is the flexibility of digital bandwidth. This empowers communication media such as text, images, files and programs can be sent as digital networks can provide the large bandwidth required for such communication. This development gives new meaning to communication as we know it. Voice-over-Internet-Protocol utilizes digital networks to expand the horizons of communication.

Types of Voice-over-Internet-Protocol (VoIP)


  • Personal computer (PC) to PC
  • PC to phone
  • Phone to PC
  • Phone to phone
  • PC to fax machine
  • Fax machine to PC
  • Fax machine to fax machine

    • As the rapid advancement of technology gains momentum, voice-over-Internet-Protocol may well replace the traditional telephone as the favored mode of communication tool between customers and businesses. As of now, its benefits already extend beyond immediate savings in communication costs. It improves customer relationship and increases productivity of telephone agents. The rich multimedia possibilities it offers can be used to simulate most office functions including meetings, conferences, seminars, discussions and even training. The voice-over-Internet-Protocol is an option offered by the PowerX2011™ telecom server. It can support and is beneficial to all organizations; regardless of size.
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    Benefit of Voice-over-Internet-Protocol (VoIP)

  • Savings in travel costs: With voice-over-Internet-Protocol , effective virtual conferences can be held amongst participants from physically diverse locations. This serves to reduce the extent of travel required and all costs associated with the travels. Travel costs, as we know, is more than air or rail tickets. It includes accommodation, laundry, taxi fares, meals, out-of-pocket expenditures and other incidental expenses.
  • Higher productivity: As traveling is reduced with the use of voice-over-Internet-Protocol, staff can continue covering their day-to-day routine from base and yet reach out to overseas customers. There is no time wasted in commuting from one destination to another and employees continue to operate from their familiar office desk surrounded by all the data required for their work. This savings in time contributes to higher output per employee, thus increasing their productivity.
  • Savings in phone bills: By Voice-over-Internet-Protocol uses the internet as its transport medium. As such it does not incur overseas phone charges even when calls are placed to overseas recipients. This translates to a substantial savings in heavy overseas phone charges. This is especially significant for companies with regional or international presence. Even local companies with potential or actual regional or international outreach can benefit from the savings.
  • Effective use of resources: Voice-over-Internet-Protocol includes data and images besides the transmission of voice signals. It takes advantage of excess capacity in broadband networks and is able to utilize the internet and intranet for transporting voice, data, etc instead of costlier mediums.
  • Lower cost of production: As voice-over-Internet-Protocol uses a considerably cheaper transport medium, namely, the Internet Protocol (IP) network which can carry voice, data, images, etc, it lowers cost of communication. IP telephony networks make better use of available bandwidth instead of switched circuit networks. This contributes towards reducing the cost of production. The savings can be used to increase profit margin or passed on to consumers, making the company products and services more competitive.
  • Time to market: Voice-over-Internet-Protocol can be used for communicating voice, data, files and multimedia content on a common IP network. This communication channel is convenience and also speeds up communication between product developers and customers. As the communication is online in real time, it also helps to reduce any misunderstanding during the conceptualization and development phase. All these contribute towards shortening the time required to produce the product.
  • Larger customer base: Voice-over-Internet-Protocol, being an internet driven media, is able to leverage on the popularity of the world wide web which is growing by leaps and bounds day-by-day. No one has yet been able to put a finger on the exact marketing potential of the internet but almost all attest to the limitless potential of the world wide web. By offering voice-over-Internet-Protocol, companies are opening their doors to this huge customer base.
  • Greater customer options: As the PowerX2011™ telecom server’s voice-over-Internet-Protocol incorporates more than voice communication, it gives customers a wider choice of communication channels such as web chat and video conferencing. Since these are displayed live online in real time, even a deaf mute can carry benefit from the technology and carry out a live conversation with a person who is physically far away from where he is.
  • Extension of coverage: The PowerX2011™ telecom server’s voice-over-Internet-Protocol is more than voice communication over the internet. It enables multimedia content to be transferred along with voice. Hence it covers a wider scope of communication media and is a more efficient tool in conveying messages across to customers.
  • Faster resolution of problems: One of the features of the PowerX2011™ telecom server’s voice-over-Internet-Protocol is that it enables multimedia content such as drawings, etc to be viewed during live conversation. Users can also scribble on the drawings to emphasize their viewpoints. All manipulation on the drawings will be displayed online real time for the connected parties. The system differentiates each user’s input with a different color. Users can click, drag, drop, cut, copy and paste information from any Windowsâ based application for use during the VoIP session. A picture speaks a thousand words. The graphic capabilities help participants on both sides of the communication to work closer and faster in resolving problems.
  • Speedier delivery: The PowerX2011™ telecom server’s voice-over-Internet-Protocol can be used for transmission of files during a live conversation. This is a useful tool as users can transmit solution files to customers in real time. Unlike email, users and customers can verify the content of the files transmitted online. They can also make any revisions and hold discussions to resolve the matter immediately. Hence this is able to speed up delivery of solution to customers. If the solution is more tangible such as physical goods, contracts, terms and other paperwork can be finalized using the voice-over-Internet-Protocol technology. Again this contributes towards speedier delivery to customers.
  • Better customer relationship: Through the PowerX2011™ telecom server’s voice-over-Internet-Protocol, customers can see the Contact Center agent face-to-face instead of just listening to his voice. This personal touch enhances the contact experience of the customer with the company.
  • Improved customer service: The PowerX2011™ telecom server’s gives customers wide options when communicating with the companies. It can be used to improve customer service which would usher well for repeat businesses from customers. For example a customer wishes to enquire about a suitable product to purchase for a friend’s wedding. Instead of browsing through the company’s catalogue on her own online, she can choose to enter into a live conversation with a call center agent who is trained to assess the needs of the customer and recommend suitable products from the catalogue. Both parties can view the product in the catalogue and discuss on its merits. The entire experience would be very similar to the customer physically visiting the shop itself. When the customer finally commits to a purchase, he does so with confidence as he has viewed the product and discussed its merits with the sales agent.
  • Increased sales: User acceptability is very important in any commissioning effort. The PowerX2011™ telecom server’s voice-over-Internet-Protocol enables multimedia content to be viewed and transferred during live conversation and hence helps eradicate misunderstandings which may arose before a sales order is concluded. In the example above, the customer who has made a purchase via voice-over-Internet-Protocol is more likely to accept the product when it is delivered to him and less likely to return it. This translates into more genuine sales for the company.
  • More effective support: As remote desktop sharing, program sharing and images can be viewed during a live conversation via the PowerX2011™ telecom server’s voice-over-Internet-Protocol , maintenance staff can provide more effective and even remote support. This not only reduces costs of travel to the customers’ sites but also saves the time required to travel from one destination to another.
  • Higher return on investment: The flexibility of the PowerX2011™ telecom server’s voice-over-Internet-Protocol option simulates a face-to-face contact experience between companies and customers. Though they may be physically apart, they can still conduct business in real time online. This saves on costs of travel and time lost during travel. The multimedia content abilities assist both parties in reaching important decisions and promote more sales. Thus voice-over-Internet-Protocol is able to contribute to higher return on investment.
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