How do I get started with VoIP?
We are assuming you use a broadband service to connect to the internet, apart from that, a VoIP service comprises:
1. VoIP Account
A service to handle your VoIP calls. Ours is called VoIP Advantage, and can be setup as a single user line or as a full PBX service (see the box below for details of our Centrex PBX functionality). You can sign up to VoIP Advantage here.
2a. Softphone with handset or headset
We recommend either:
- SJPhone, download it here: http://www.sjlabs.com/sjp.html; or
- eyeBeam 1.5 for our Centrex PBX service, to purchase eyeBeam click here.
Any USB handset or headset to plug into your PC / Laptop, available for £15 or less from, for example, a Maplins, Tesco or PC World store near you or online from www.ebuyer.com.
OR
2b. Hardphone
Connects direct to our service without a softphone. Our Unlimited calls packages come with a choice of hardware that will connect directly to our voip service. Please click here for information on these.
Centrex PBX Functionality
PSTN access: allow or disallow calls outside the VoIP network.
PSTN Caller ID: select the caller ID (only possible if you have more than one line). When you make a call, your user name is also transmitted and will be displayed on handsets that can accept it.
Message before ringing: choose a personalised message to play before ringing.
Voicemail Enabled: turn voicemail on or off.
- Voicemail Delay: you can also specify how many seconds the phone should ring before the voicemail recording service picks up the line.
- Recording a voicemail prompt:The voicemail system comes with a standard message if you are not around to take a call. You can personalise this by recording your own message.
Mapping an extension directly to another number: Sometimes, you may want an extension number to be immediately diverted without any delay. In this case, rather than setting it up as an internal extension with a diversion, you can forward it. This facility can be used in various ways; for example, creating an extension for a mobile number for a service engineer or salesman on the road, creating three-digit shortcuts to your most-used external numbers, or an internal extension for an associate using another gradwell dot com PBX.
Creating a hunt group: Hunt groups allow you to specify more than one person to answer a call on a particular extension; eg Sales and Support.
Adding a hunt group voicemail prompt: The ability to add a voicemail prompt for when everyone in the hunt group is offline.
Setting up a voice menu (IVR): A voice menu gives your callers a simple way to decide who to speak to without needing to go through an operator. It also means you need fewer external numbers, since several people can be contacted on the same number.
Recording the menu announcement: New callers will not know which number to press to reach the desired person so a voice prompt is essential.
Recording a welcome message: An extension, a hunt group or a menu can be associated with a recorded message that plays before the ring tone. For example, you might record a message during a very busy period warning that response times may be longer than usual, or a message mentioning a special promotion or solution to a technical problem.
Voicemail retrieval: If voicemail is enabled for an extension or hunt group, callers can leave messages which you can choose to pick up in various ways:
- From the VoIP handset
- From an external number
- Via email - Any recorded messages are forwarded to your email address as WAV file attachments, which you can play on your computer.
- SMS Alerts - If you have signed up to pay by direct debit, you can elect to receive SMS alerts on a mobile number whenever there is a message to collect.
Setting up a conference call: You can set up a closed conference call (teleconference) for meetings etc. You can then notify the attendees, and at the designated time, they can dial in and join the conference by entering the PIN number when prompted.
Music on Hold: This can be enabled using default music or you can upload your own mp3 files.
Transferring calls between extensions
All the functions described so far are provided by our VoIP service. There are extra functions that are supported by the softphone, handset and/or adaptor. For example, functions may include:
- speed dialling
- attended or unattended call transfer
- caller on hold
- initiate three-way calls
- notify waiting calls
- ring back last caller on call termination
- call forward on no reply
Other systems have equivalent functions, although some (like freeware soft phones) are rather limited. You will need to consult the relevant user manual for more information on how to set up and use these features.
