Q&A’s
1: Do we need new telephone numbers with a VoIP phone system?
This process can get complicated when the number you want to port, is the line that also carries the ADSL service that you want to use for VoIP! In these cases, we have to arrange the install of a new line and move your ADSL broadband to it, as the porting process will de-commission your existing line. Sounds messy, but leave it to us …
2: Will I lose my phone numbers if I move my VoIP phone system?
A: When your calls are delivered via SIP Trunk channels over Internet, then your numbers go with you, no matter where you want to move your business to (even another country!). This removes all ‘hassles’ about moving to a different exchange, and about needing to mail-shot new contact details to your client base, etc. – as all you need is a broadband service to plug your VoIP-PBX system into at your new offices and your calls will immediately arrive on the same numbers and extensions as they did before …
3: I’m moving my office. Should I consider VoIP for my new telephone system?
A: YES – business relocation is an ideal time to consider VoIP! – and not justbecause you’ll probably need a new phone system anyway! Implementing VoIP at this time has business and cost advantages that are very significant; for example:
Broadband internet services can be arranged at your new premises, to go-live when you move in, and these will provide for all your business needs including Internet and telecom’s.
Number porting can be arranged to coincide with your move, so that your business numbers move with you. This means that there is no need for a campaign to notify your client base that you have new phone numbers. The porting also ceases your old lines – so no need to arrange for service cancellations.
Data cabling is simplified, because computers and telephones use the same cat.5e or cat.6 data cabling and have the same type of [RJ-45] network connection plugs and sockets. In places where cabling is ‘minimal’, the phone and a PC can even share the same data connection. With planning, some VoIP phones can even use Wireless network if necessary.
VoIP uses the same Local Area Network (LAN), and Internet access structure as your IT system, and therefore, planning and building a VoIP network will provide you with a high-quality IT network too.
4: Is this VoIP system like Skype?
A: Well, it is and it isn’t … Skype is a point-to-point VoIP service that uses its subscriber’s own PC’s to create a telephone network across the Internet. It’s great for individuals calling each other, but it’s not a ‘one-to-many’ type of system that you need to guide customers through to the best resources in your business. Our 3CX and Yeastar S-Series are fully featured business telephone systems connecting to one or more Carriers who use well maintained, powerful and protected Media Servers on the Internet. These servers are used to onward-connect your calls to local, national, international and mobile services. Since it is a true business IP-PBX with routes to and from Public Switched Telephone Networks (PSTN), our platforms can provide many call-handling features that it is difficult or impossible for Skype to emulate.
If you are new to VoIP, and you have time to invest (grab your coffee & sandwich) – this YouTube video is an excellent ‘Introduction to VoIP‘ tutorial done by ‘Eli the Computer Guy’ (warning – it’s about an hour long, and mildly technical!). Corporate lawyers; please note that opinions expressed about competitors in this video are those of the Producer of this video, and not of Foxhall Solutions Ltd. – OK.
https://youtu.be/2x3Ie6VZ_sg
5: Do you recommend using just one broadband line into a business for everything?
In a large business however, a single high-bandwidth DSL Ethernet (EFM), Fibre to the Cabinet (FTTC), Fibre to the Premises (FTTP) or Leased Line DSL Internet service could be used to carry all voice and data traffic, with a properly configured and Managed router ensuring priority and separation of voice & data on the available bandwidth. In this type of install, a single ‘pipe’ into the world-wide-web covers all your comm’s needs – and significantly reduces costs and on-going monthly service rentals.
Use this Superfast Broadband checker site to get some idea of when high-speed broadband is coming to your [UK] area.
Update … See our blog about our ‘ViBE Enabled‘ SIP Trunks, and getting more VoIP capacity out of ADSL broadband. With products like ViBE in place, we can use one or two standard Broadband connections to carry all voice and data into a business.
6: Do we have to make changes to our existing ICT to accommodate VoIP?
In cases where there is only a single data outlet at a desk, it is possible to use the 2-port network switch in the VoIP phone to connect both the user’s PC and phone to the Local network. We can supply phones with Gigabit switching too, so that the phone does not decrease network connection speed in situations where you have both a restricted number of data sockets, and a need for high-speed data transfer (e.g. Graphic Design studios).
If a single high-speed DSL broadband service is being used for voice and data [see 5: above], we also need to ensure that the router is carefully chosen and configured to ensure that the voice services have priority on-to and off-of the Internet.
See our blog regarding how to set-up your network for VoIP …
See our blog about our ‘ViBE Enabled‘ SIP Trunks, and getting more VoIP capacity out of ADSL broadband.
7: Is a VoIP system still an advantage to us when we have poor broadband speeds in our area?
See our blog about our ‘ViBE Enabled‘ SIP Trunks, and getting more VoIP capacity out of ADSL broadband.
8: How much bandwidth does a telephone call use in a Broadband service?
prop-headWe have a choice of codec’s [coding and decoding speech to & from data], that can be used when configuring groups of SIP Trunks on an IP-PBX. Typically, we have the choice of G.711 (PCM), or G.729 codec’s.
G.711 PCM codec’s carry out very little voice compression, and require around 106Kbps bandwidth to carry each call. G.711 generally provides high-quality calls, but uses more bandwidth than codec’s that use voice compression.
G.729 codec’s compress the voice stream, and require around 43Kbps bandwidth to carry a call. Call quality is generally good and bandwidth usage is very low, but the compression process can introduce some delay and distortion effects – especially if the line and/or DSL quality is not good.
Note that ADSL broadband services are Asymmetrical – i.e. download speeds are much faster than upload speeds – but VoIP needs the same bandwidth in either direction. Therefore, when calculating how many calls a broadband service will carry, we discount the faster download, and just base the calculation on the slower ‘upload’ speed of the service.
Update … See our blog about our ‘ViBE Enabled‘ SIP Trunks, and getting more VoIP capacity out of ADSL broadband.
9: What are SIP Trunks?
elephant-trunk2‘SIP Trunks’ are virtual telephone [trunk] lines or channels (provided by an Internet based ‘Carrier’), which use SIP to set-up, clear-down, and generally control calls. These channels are accessed through a broadband/DSL service in much the same way as your PC accesses e-mail. They may be provided in groups to enable multiple simultaneous calls to and from your business, and they all use the SIP protocol ‘stack’ to; set-up, divert, transfer and terminate calls.
SIP Trunk channels are used to onward-connect your VoIP telephone system to a telecom’s carrier, in the same way that analogue or digital lines connect you to e.g. a BT PSTN Exchange. SIP Trunks include Direct Dial Inward [DDI] number facilities and Caller ID as standard, and at no additional monthly rental cost.
Depending on the quality of broadband delivery in your area, it is possible to support between eight and ten SIP Trunk channels in an average UK ADSL2+ broadband service [i.e. up to 8Mbps down and around 800 Kbps upstream] – allowing up to ten simultaneous calls in or out on those channels. On the other hand, a modern FTTC superfast broadband service could support more that 100 simultaneous calls! A big advantage of SIP Trunks is that they provide all of the functionality of digital ISDN lines (including support of Direct Dial Inward [DDI] numbers, and presenting Caller ID), at a fraction of the cost!
10: How much can SIP Trunks reduce my business costs?
As an example, adding a BT ISDN2e (2 channel) line to a traditional PBX, would take a lead time in excess of 14 days, would cost £249 to connect, and would cost £14.28 per channel, per month (assuming BT’s ‘Start up’ package and 12 month contract).
In comparison – adding two equivalent SIP Trunk channels can be done within 2 to 4 hours of order, with a connection cost of £0.00 and would cost just £3.00 per channel, per month! Spot the difference!!!
Installs of 3 or 4 ISDN2 lines (6 or 8 channels), can be as much as seven times more expensive to install, and three times more expensive in regard to monthly rental (even taking the VoIP line and broadband rental into account!). See these comparison graphs … In addition, while ISDN number ranges are determined by the location of the PSTN Exchange, SIP Trunk DDI numbers can be set up with any UK area code, making it possible for your business to present itself to its advantage, and react quickly to change.
In situations where a business is running several branch-offices, it is possible to have one central IP-PBX system supporting remote extensions at those branches – connecting between offices via Internet. This brings significant cost savings; because you don’t need separate PBX systems at each branch office – and – through consolidation of trunk-lines. A central ‘pool’ of lines can be used by the whole company, rather than having to install ISDN or analogue lines at each office. In general, when this approach is taken, you will find that less line/channels are required overall – and of course, SIP Trunk lines are a fraction of the cost of ISDN and analogue. Incoming calls can be routed out to extensions at the branches using DDI numbers with appropriate area codes.
Read a Case Study about Honda’s use of SIP Trunks …
11: If SIP Trunks rely on broadband, will we still be able to make calls if broadband fails?
The Draytek VigorBX 2000 has two analogue line ports, and therefore, one or both lines being used to deliver broadband for VoIP and Internet services, can be terminated and used as a fall-back line[s] for both incoming and outgoing calls.
Our carrier partner can configure fall-back numbers against all of the DDI numbers carried by your SIP Trunk group. This means that if a call cannot get to you through the Internet, it will automatically drop to your alternate number, which can be the line delivering your broadband, or a mobile. You may elect to have a chain of up to four alternate numbers. Unlike e.g. BT PSTN lines, this process is automatic, so you do not have to ‘arrange‘ a call divert during the fault period – and service automatically restores when your DSL service comes back on line.
12: What do I need to set up a phone as a Home-Office extension for my staff?
Status LED’s and/or display icons indicate successful registration, and the phone will then operate as part of the company extension group. Calls between home and office extensions [‘internal’ calls] are free of charge, and calls to outside numbers will go via the trunk channels at the head-office, and be billed centrally. Remote phones may even be members of IP-PBX call queues and ring groups – and can be ‘clones’ of extensions at the office i.e. a call to your extension will ring at home and at the office.
Home office users may also use on-screen 3CX Windows soft-phones – or – 3CX and Yeastar app’s for iPhone or Google Android smart-phones, connected through WiFi Internet.
13: Can I use my Microsoft Outlook or SAGE ACT! contacts database as a phone directory?
Optional 3CX integration modules may be enabled for; Outlook, amoCRM, DateV, EBP, exactonline, FreshDesk, GoogleContacts, Insightly, Microsoft Dynamics CRM, Nutshell, Office 365, SalesForce, SugarCRM, vTiger & ZenDesk. It is also possible to make incoming calls ‘screen-pop’ contact data matching the caller ID of the incoming call.
3CX integrates with Google Contacts to pop contact data for incoming calls. This 3CX ‘CRM Integration’ plugin retrieves contact information from Google Contacts, shows the contact details in a screen pop-up, opens the contact record in Google Contacts, creates a new contact if the inbound caller is not found, and saves the call information in the contact’s notes.
If you have a bespoke requirement to make calls from another type of CRM application or database, Foxhall will introduce you to Qton – our Development partners – who can make it possible to integrate your business data with 3CX.
14: Will we keep contact with our customers while you are installing our new IPPBX?
15: What ‘Disaster Recovery’ (DR) mechanisms can be put in place around 3CX?
The 3CX server, network switches, phones & router can be run from a central Uninterrupted Power Supply [UPS] unit, keeping your phones & system operational during short-term mains power failures.
Foxhall’s Carrier partners are capable of setting automatic fail-over strategies so that if calls cannot reach you due to e.g. broadband failure, then alternative numbers such as land-line and mobiles will be used to get the calls to you.
Foxhall install USB memory on all 3CX servers, and back-up 3CX system and configuration changes to that memory. Yeastar systems have external SD card memory to store scheduled back-ups. This means that it is quick and easy to create a ‘clone’ of the 3CX server on any other PC, to re-create the telephone system in the case of hardware fail of the 3CX server machine. Automatic back-up’s may also be scheduled out-of-hours to ensure that you have the latest system configuration to restore in case of an emergency.
SIP Trunks are location independent, and therefore if a company needs to set up a temporary office at another location, the 3CX system can be moved & plugged into any DSL service – and it will then receive all its calls – on all the company numbers – as it did before the move.
16: What software licensing, hardware and Operating Systems are required for 3CX?
Note that 3CX allow download and install of an unlicensed ‘3CX demo’ version [see 18: below], but this will only allow 2 Simultaneous Calls, and has a reduced feature set. You can view a feature list and comparison here …
License purchase for a new 3CX system, includes 12 months Software Maintenance (SM), renewable on the anniversary of the system installation. 3CX SM enables the system to be upgraded with the latest feature additions and enhancements as they are rolled-out by 3CX. Foxhall recommend that Software Maintenance subscriptions are kept current, as 3CX pay attention to product development requests from customers & resellers and make these available regularly & automatically for download to licensed systems with current SM subscriptions. 3CX Generally produce one major system update per year, which is available to all 3CX systems with current software maintenance.
Use this link to see a list of Operating Systems supported by 3CX.
Use this document as a guide to select hardware to use as a 3CX Server.
17: Is it possible to voice-record VoIP calls?
3cx-call-recording
Record-on-demand may be initiated from 3CXPhone for Windows [soft] phones, and from programmed keys on Yealink desk-phones.
Specific calls may be retrieved using their file name which includes; date, time, caller ID, dialled number and group or extension ID – using standard Microsoft file-search tools. Call recordings may also be found and played using the comprehensive search filter of the call logging facility that is a standard feature of 3CX. If you have a compliance requirement and wish to delete calls older than ‘x’ months, we can schedule clean-up applications that will purge ‘aged’ recording files on a daily basis.
Note that if you are considering voice-recording your calls, you must be aware of and comply with any statutory regulations regarding recording of telephone conversations in your country or region … For example, UK Telecomm’s regulations and from May 2018 – GDPR, place an obligation on the system owner to ensure that both your own users, and the people who call, or are called by your company, are aware of and consent to recording taking place. Also note that planning will be required to determine Data Security and the amount of local or network storage that will be required to hold the recorded files for the compliance period your business requires.
18: Can I try 3CX before I buy?
3CX version 11:
Download link: 3CXversion11
Copy & paste this V11 Demo Key to activate 3CX enterprise features (note however, that this key will only allow two simultaneous calls):
DC4U-7OL5-4XTG-IUST
You can download a 3CX version 11 manual, from here …
… and you can download the v.11 Windows Client (3CXPhone for Windows), from here.
3CX version 12:
Download link: 3CXversion12
3CX version 12.5:
Download link: 3CXversion12.5
Copy & paste this V12 Demo Key to activate 3CX enterprise features (note however, that this key will only allow two simultaneous calls):
SAOY-3LMW-U3OT-GLJV
3CX version 14:Download link: 3CXversion14
Copy & paste this V14 Demo Key to activate 3CX enterprise features (note however, that this key will only allow two simultaneous calls):
3CXP-DEMO-EDIT-VEI4
You can access a 3CX version 14 manual, from here …
… and you can download the v.14 Windows Client (3CXPhone for Windows), from here.
Download 3CXPhone for Android from Google Play
Download 3CXPhone for iPhone from the Apple App Store.
The following video shows what’s new in 3CX version 14:
https://youtu.be/iPVL3dcSVVI
19: Does 3CX have a central phone-book or directory?
https://youtu.be/xsTQjMANTjQ
20: Can 3CX extensions show me the status of other users?
In addition, DSS keys on Yealink and Fanvil phones can be configured as Busy Lamp Field (BLF) keys, to show the status of all company phones, as well as to give that user one-touch access to call or transfer calls to any extension. These modules are ideal where you have a person acting as an operator or receptionist answering all incoming calls.
21: What phone-sets can I use with Foxhall’s IP-PBX’s?
While this opens many possibilities in regard to price, features and quality – as an installer, we have found that it’s really not practical for us to become experts in how all phone types are configured, and how to tie their feature-sets into 3CX, S-Series or VigorBX 2000. For that reason, we at Foxhall Solutions have installed the Cisco SPA504G, Yealink T22P & T26P phones and Fanvil X4G and X6. While Yealink T41P and T46G phones are our preferred sets, the Fanvil X4G and X6 are proving to be feature rich and cost effective. These allow us to meet everyday business needs, as well as the exceptional & unusual needs that we have come across in deploying VoIP platforms into UK businesses.
T46G_1T41PT40P
Use these links to view the specifications of the Yealink T46G,the Yealink T41P, and the Yealink T40P VoIP phones …
EXP40-636
If you have a need for a ‘Receptionist console’ where calls are answered on behalf of your company, and transferred off to appropriate staff or business divisions – you may want to equip the T46G phone with Yealink’s LCD Expansion module. The Yealink EXP40 LCD Expansion Module has been designed to improve the power and flexibility of the T46G Yealink VoIP phones. It features a 160×320 graphic LCD and 20 physical keys, each with a dual-color LED. These LED’s clearly show which function has been selected and the buttons make ‘one-touch’ calls and transfers quick and easy. Each key is dual-level, making 40 programmable keys per module. Each key supports functions that include speed dialing, Direct Station Select with Busy Lamp Field (BLF – showing extension status), intercom, call forward/transfer/hold/park/pickup/return. Up to six EXP40 units may be daisy-chained together – if you need that capacity! The Yealink EXP40 is ideal for; receptionists, administrative assistants, Call Center agents, power-users, and executives who need to monitor and manage a large volume of calls on a regular basis.
Fanvil X4 and X6 phones are very good in situations where staff cannot see each other, due to the secondary LCD displays that can be configured as BLF keys showing extension status for call transfer and pick-up.
Fanvil X4GFanvil X6See our Blog for further info about the Fanvil phones …
Use these links to see manufacturers information about the Fanvil X4G and X6 Phones.
Some of our customers have wanted cordless handsets in situations where it’s not possible to use the 3CX iPhone and Android app’s (see 24 below). The Yealink W56P cordless DECT handset & Base fits this need. The W56H handset is connected to a base station using wireless DECT signalling, and the base-station uses VoIP across the Local Area Network to the IPPBX. Each base station will support up to five separate VoIP extension accounts for five W56H DECT handsets, and will support 4 simultaneous calls. A W56H handset will provide 400 hours standby and 30 hours talk-time between charging (with an open-air range of around 100 metres).
yealink-dect-repeater-rt10-3
Where extended coverage is needed, an array of RT10 repeater units may be installed around a W52P base station, to maintain call connections across a large area, even while users are on the move.
22: Can VoIP phones be fitted with headsets?
22: Can VoIP phones be fitted with headsets?
A: Yes – VoIP phones installed by Foxhall Solutions can be fitted with traditional cabled headsets – or DECT wireless headsets using electronic or mechanical ‘Handset Lifters’. Handset lifters allow the call to be answered from up-to 100 metres away, by just pressing a button on the side of the DECT headset! These are perfect for staff who need to be up and about while answering a call (looking through a filing cabinet for example), or for Reception staff – giving them mobility to assist guests. Examples of wireless headsets used with the Yealink & Fanvil phones, are the Plantronics CS70N, and the Jabra GN9300 series. The Yealink T46G and Fanvil X6 phones can be fitted with an optional USB Bluetooth module, to support connection of Bluetooth mobile headsets.
23: Can 3CX be used to create a Call Centre?
https://youtu.be/04zj2WmrdBI
24: How well do mobiles integrate with 3CX?
3CX app’s are free to download ( from iTunes & Google Play) for Apple iPhone and Google Android mobiles. These apps enable the configuration of a 3CX extension on the mobile, which can then be used to make VoIP calls using data connections to WiFi or mobile networks – while you are either at or away from your office. You may have a new extension assigned to the 3CX app’, or clone your existing desk-phone, so that calls to your extension or DDI number, will ring at both. This is a quick, easy and low-cost way to provide a member of staff with a home office extension, a way to connect with the office when mobile, or to have the equivalent of a cordless DECT phone for the office.
3CX can also accommodate GSM Gateways configured to route calls to mobile numbers, via mobile SIM cards and wireless GSM networks. This means that calls to mobiles from desk-phones, can be made as mobile-to-mobile calls, without incurring the heavy tariffs usually associated with calling a mobile from a landline.
Yeastar S-Series IP-PBX systems also integrate with iOS and Android mobiles using Yeastar’s ‘Linkus Mobile Client‘ – to give users away from the office, access to their extension and internal phone system.
25: Can my IP-PBX guide incoming calls to groups of users?
call groupRing-groups enable an incoming call on a line or DDI number, to be presented to a group of users e.g. the accounts department, or the sales team. 3CX & Yeastar allows you to set up hunt-groups where a list of phone extensions are presented with the call for a pre-set time, in a prioritised sequence – or – may be configured as a simultaneous-ring group, where all extensions ring at the same time, and whoever picks the call first gets connected to it. Ring-group configurations also include overflow strategies to deal with calls that – for whatever reason – can’t be answered, both inside & outside of business hours.
Ring-groups can also be configured in a ‘paging’ mode to enable system-wide broadcasts to all or groups of phones – acting as a ‘public address’ system.
Call queues operate like ring-groups in that incoming calls are presented to a group of extensions. However, a queue holds the caller until they can be presented to a free extension in the group and therefore, overflow strategies only apply when pre-set queuing times are exceeded. Queues give you the opportunity to ‘greet’ your caller with a friendly prompt confirming the type of service or department that has been reached – and to even provide a statutory warning if you are recording their calls. Once the caller has heard the greeting, they are presented to the queue where they will hear on-hold music, or a custom message about your company’s products and services. 3CX can also be configured to provide the caller with a regular prompt telling them their position in the call queue.
The call-group and queue facilities described above, are included as standard within licensed 3CX. However – 3CX offers further advanced call queue facilities when its ‘Professional’ edition is installed. Follow this link to see a YouTube video about 3CX Call Centre.
26: How do you configure remote 3CX extensions?
https://youtu.be/mo8rDGtebV4
27: Is it possible to connect multiple 3CX systems together?
3CX Bridges can be configured to allow ‘presence‘ information (i.e. extension status) to cross, so that users at the different sites can see if the person they want to call at any of the 3CX systems in their network, is available, busy or away from their phone.
https://youtu.be/C_ZI9E2JwgU
28: What is 3CX WebMeeting?
https://youtu.be/75aKKsWytmA
29: What is the difference between Hosted VoIP and on-premises IP-PBX?
(place Links here)
q&A’s
1: Do we need new telephone numbers with a VoIP phone system?
This process can get complicated when the number you want to port, is the line that also carries the ADSL service that you want to use for VoIP! In these cases, we have to arrange the install of a new line and move your ADSL broadband to it, as the porting process will de-commission your existing line. Sounds messy, but leave it to us …
2: Will I lose my phone numbers if I move my VoIP phone system?
A: When your calls are delivered via SIP Trunk channels over Internet, then your numbers go with you, no matter where you want to move your business to (even another country!). This removes all ‘hassles’ about moving to a different exchange, and about needing to mail-shot new contact details to your client base, etc. – as all you need is a broadband service to plug your VoIP-PBX system into at your new offices and your calls will immediately arrive on the same numbers and extensions as they did before …
3: I’m moving my office. Should I consider VoIP for my new telephone system?
A: YES – business relocation is an ideal time to consider VoIP! – and not justbecause you’ll probably need a new phone system anyway! Implementing VoIP at this time has business and cost advantages that are very significant; for example:
Broadband internet services can be arranged at your new premises, to go-live when you move in, and these will provide for all your business needs including Internet and telecom’s.
Number porting can be arranged to coincide with your move, so that your business numbers move with you. This means that there is no need for a campaign to notify your client base that you have new phone numbers. The porting also ceases your old lines – so no need to arrange for service cancellations.
Data cabling is simplified, because computers and telephones use the same cat.5e or cat.6 data cabling and have the same type of [RJ-45] network connection plugs and sockets. In places where cabling is ‘minimal’, the phone and a PC can even share the same data connection. With planning, some VoIP phones can even use Wireless network if necessary.
VoIP uses the same Local Area Network (LAN), and Internet access structure as your IT system, and therefore, planning and building a VoIP network will provide you with a high-quality IT network too.
4: Is this VoIP system like Skype?
A: Well, it is and it isn’t … Skype is a point-to-point VoIP service that uses its subscriber’s own PC’s to create a telephone network across the Internet. It’s great for individuals calling each other, but it’s not a ‘one-to-many’ type of system that you need to guide customers through to the best resources in your business. Our 3CX and Yeastar S-Series are fully featured business telephone systems connecting to one or more Carriers who use well maintained, powerful and protected Media Servers on the Internet. These servers are used to onward-connect your calls to local, national, international and mobile services. Since it is a true business IP-PBX with routes to and from Public Switched Telephone Networks (PSTN), our platforms can provide many call-handling features that it is difficult or impossible for Skype to emulate.
If you are new to VoIP, and you have time to invest (grab your coffee & sandwich) – this YouTube video is an excellent ‘Introduction to VoIP‘ tutorial done by ‘Eli the Computer Guy’ (warning – it’s about an hour long, and mildly technical!). Corporate lawyers; please note that opinions expressed about competitors in this video are those of the Producer of this video, and not of Foxhall Solutions Ltd. – OK.
https://youtu.be/2x3Ie6VZ_sg
5: Do you recommend using just one broadband line into a business for everything?
In a large business however, a single high-bandwidth DSL Ethernet (EFM), Fibre to the Cabinet (FTTC), Fibre to the Premises (FTTP) or Leased Line DSL Internet service could be used to carry all voice and data traffic, with a properly configured and Managed router ensuring priority and separation of voice & data on the available bandwidth. In this type of install, a single ‘pipe’ into the world-wide-web covers all your comm’s needs – and significantly reduces costs and on-going monthly service rentals.
Use this Superfast Broadband checker site to get some idea of when high-speed broadband is coming to your [UK] area.
Update … See our blog about our ‘ViBE Enabled‘ SIP Trunks, and getting more VoIP capacity out of ADSL broadband. With products like ViBE in place, we can use one or two standard Broadband connections to carry all voice and data into a business.
6: Do we have to make changes to our existing ICT to accommodate VoIP?
In cases where there is only a single data outlet at a desk, it is possible to use the 2-port network switch in the VoIP phone to connect both the user’s PC and phone to the Local network. We can supply phones with Gigabit switching too, so that the phone does not decrease network connection speed in situations where you have both a restricted number of data sockets, and a need for high-speed data transfer (e.g. Graphic Design studios).
If a single high-speed DSL broadband service is being used for voice and data [see 5: above], we also need to ensure that the router is carefully chosen and configured to ensure that the voice services have priority on-to and off-of the Internet.
See our blog regarding how to set-up your network for VoIP …
See our blog about our ‘ViBE Enabled‘ SIP Trunks, and getting more VoIP capacity out of ADSL broadband.
7: Is a VoIP system still an advantage to us when we have poor broadband speeds in our area?
See our blog about our ‘ViBE Enabled‘ SIP Trunks, and getting more VoIP capacity out of ADSL broadband.
8: How much bandwidth does a telephone call use in a Broadband service?
prop-headWe have a choice of codec’s [coding and decoding speech to & from data], that can be used when configuring groups of SIP Trunks on an IP-PBX. Typically, we have the choice of G.711 (PCM), or G.729 codec’s.
G.711 PCM codec’s carry out very little voice compression, and require around 106Kbps bandwidth to carry each call. G.711 generally provides high-quality calls, but uses more bandwidth than codec’s that use voice compression.
G.729 codec’s compress the voice stream, and require around 43Kbps bandwidth to carry a call. Call quality is generally good and bandwidth usage is very low, but the compression process can introduce some delay and distortion effects – especially if the line and/or DSL quality is not good.
Note that ADSL broadband services are Asymmetrical – i.e. download speeds are much faster than upload speeds – but VoIP needs the same bandwidth in either direction. Therefore, when calculating how many calls a broadband service will carry, we discount the faster download, and just base the calculation on the slower ‘upload’ speed of the service.
Update … See our blog about our ‘ViBE Enabled‘ SIP Trunks, and getting more VoIP capacity out of ADSL broadband.
9: What are SIP Trunks?
elephant-trunk2‘SIP Trunks’ are virtual telephone [trunk] lines or channels (provided by an Internet based ‘Carrier’), which use SIP to set-up, clear-down, and generally control calls. These channels are accessed through a broadband/DSL service in much the same way as your PC accesses e-mail. They may be provided in groups to enable multiple simultaneous calls to and from your business, and they all use the SIP protocol ‘stack’ to; set-up, divert, transfer and terminate calls.
SIP Trunk channels are used to onward-connect your VoIP telephone system to a telecom’s carrier, in the same way that analogue or digital lines connect you to e.g. a BT PSTN Exchange. SIP Trunks include Direct Dial Inward [DDI] number facilities and Caller ID as standard, and at no additional monthly rental cost.
Depending on the quality of broadband delivery in your area, it is possible to support between eight and ten SIP Trunk channels in an average UK ADSL2+ broadband service [i.e. up to 8Mbps down and around 800 Kbps upstream] – allowing up to ten simultaneous calls in or out on those channels. On the other hand, a modern FTTC superfast broadband service could support more that 100 simultaneous calls! A big advantage of SIP Trunks is that they provide all of the functionality of digital ISDN lines (including support of Direct Dial Inward [DDI] numbers, and presenting Caller ID), at a fraction of the cost!
10: How much can SIP Trunks reduce my business costs?
As an example, adding a BT ISDN2e (2 channel) line to a traditional PBX, would take a lead time in excess of 14 days, would cost £249 to connect, and would cost £14.28 per channel, per month (assuming BT’s ‘Start up’ package and 12 month contract).
In comparison – adding two equivalent SIP Trunk channels can be done within 2 to 4 hours of order, with a connection cost of £0.00 and would cost just £3.00 per channel, per month! Spot the difference!!!
Installs of 3 or 4 ISDN2 lines (6 or 8 channels), can be as much as seven times more expensive to install, and three times more expensive in regard to monthly rental (even taking the VoIP line and broadband rental into account!). See these comparison graphs … In addition, while ISDN number ranges are determined by the location of the PSTN Exchange, SIP Trunk DDI numbers can be set up with any UK area code, making it possible for your business to present itself to its advantage, and react quickly to change.
In situations where a business is running several branch-offices, it is possible to have one central IP-PBX system supporting remote extensions at those branches – connecting between offices via Internet. This brings significant cost savings; because you don’t need separate PBX systems at each branch office – and – through consolidation of trunk-lines. A central ‘pool’ of lines can be used by the whole company, rather than having to install ISDN or analogue lines at each office. In general, when this approach is taken, you will find that less line/channels are required overall – and of course, SIP Trunk lines are a fraction of the cost of ISDN and analogue. Incoming calls can be routed out to extensions at the branches using DDI numbers with appropriate area codes.
Read a Case Study about Honda’s use of SIP Trunks …
11: If SIP Trunks rely on broadband, will we still be able to make calls if broadband fails?
The Draytek VigorBX 2000 has two analogue line ports, and therefore, one or both lines being used to deliver broadband for VoIP and Internet services, can be terminated and used as a fall-back line[s] for both incoming and outgoing calls.
Our carrier partner can configure fall-back numbers against all of the DDI numbers carried by your SIP Trunk group. This means that if a call cannot get to you through the Internet, it will automatically drop to your alternate number, which can be the line delivering your broadband, or a mobile. You may elect to have a chain of up to four alternate numbers. Unlike e.g. BT PSTN lines, this process is automatic, so you do not have to ‘arrange‘ a call divert during the fault period – and service automatically restores when your DSL service comes back on line.
12: What do I need to set up a phone as a Home-Office extension for my staff?
Status LED’s and/or display icons indicate successful registration, and the phone will then operate as part of the company extension group. Calls between home and office extensions [‘internal’ calls] are free of charge, and calls to outside numbers will go via the trunk channels at the head-office, and be billed centrally. Remote phones may even be members of IP-PBX call queues and ring groups – and can be ‘clones’ of extensions at the office i.e. a call to your extension will ring at home and at the office.
Home office users may also use on-screen 3CX Windows soft-phones – or – 3CX and Yeastar app’s for iPhone or Google Android smart-phones, connected through WiFi Internet.
13: Can I use my Microsoft Outlook or SAGE ACT! contacts database as a phone directory?
Optional 3CX integration modules may be enabled for; Outlook, amoCRM, DateV, EBP, exactonline, FreshDesk, GoogleContacts, Insightly, Microsoft Dynamics CRM, Nutshell, Office 365, SalesForce, SugarCRM, vTiger & ZenDesk. It is also possible to make incoming calls ‘screen-pop’ contact data matching the caller ID of the incoming call.
3CX integrates with Google Contacts to pop contact data for incoming calls. This 3CX ‘CRM Integration’ plugin retrieves contact information from Google Contacts, shows the contact details in a screen pop-up, opens the contact record in Google Contacts, creates a new contact if the inbound caller is not found, and saves the call information in the contact’s notes.
If you have a bespoke requirement to make calls from another type of CRM application or database, Foxhall will introduce you to Qton – our Development partners – who can make it possible to integrate your business data with 3CX.
14: Will we keep contact with our customers while you are installing our new IPPBX?
15: What ‘Disaster Recovery’ (DR) mechanisms can be put in place around 3CX?
The 3CX server, network switches, phones & router can be run from a central Uninterrupted Power Supply [UPS] unit, keeping your phones & system operational during short-term mains power failures.
Foxhall’s Carrier partners are capable of setting automatic fail-over strategies so that if calls cannot reach you due to e.g. broadband failure, then alternative numbers such as land-line and mobiles will be used to get the calls to you.
Foxhall install USB memory on all 3CX servers, and back-up 3CX system and configuration changes to that memory. Yeastar systems have external SD card memory to store scheduled back-ups. This means that it is quick and easy to create a ‘clone’ of the 3CX server on any other PC, to re-create the telephone system in the case of hardware fail of the 3CX server machine. Automatic back-up’s may also be scheduled out-of-hours to ensure that you have the latest system configuration to restore in case of an emergency.
SIP Trunks are location independent, and therefore if a company needs to set up a temporary office at another location, the 3CX system can be moved & plugged into any DSL service – and it will then receive all its calls – on all the company numbers – as it did before the move.
16: What software licensing, hardware and Operating Systems are required for 3CX?
Note that 3CX allow download and install of an unlicensed ‘3CX demo’ version [see 18: below], but this will only allow 2 Simultaneous Calls, and has a reduced feature set. You can view a feature list and comparison here …
License purchase for a new 3CX system, includes 12 months Software Maintenance (SM), renewable on the anniversary of the system installation. 3CX SM enables the system to be upgraded with the latest feature additions and enhancements as they are rolled-out by 3CX. Foxhall recommend that Software Maintenance subscriptions are kept current, as 3CX pay attention to product development requests from customers & resellers and make these available regularly & automatically for download to licensed systems with current SM subscriptions. 3CX Generally produce one major system update per year, which is available to all 3CX systems with current software maintenance.
Use this link to see a list of Operating Systems supported by 3CX.
Use this document as a guide to select hardware to use as a 3CX Server.
17: Is it possible to voice-record VoIP calls?
3cx-call-recording
Record-on-demand may be initiated from 3CXPhone for Windows [soft] phones, and from programmed keys on Yealink desk-phones.
Specific calls may be retrieved using their file name which includes; date, time, caller ID, dialled number and group or extension ID – using standard Microsoft file-search tools. Call recordings may also be found and played using the comprehensive search filter of the call logging facility that is a standard feature of 3CX. If you have a compliance requirement and wish to delete calls older than ‘x’ months, we can schedule clean-up applications that will purge ‘aged’ recording files on a daily basis.
Note that if you are considering voice-recording your calls, you must be aware of and comply with any statutory regulations regarding recording of telephone conversations in your country or region … For example, UK Telecomm’s regulations and from May 2018 – GDPR, place an obligation on the system owner to ensure that both your own users, and the people who call, or are called by your company, are aware of and consent to recording taking place. Also note that planning will be required to determine Data Security and the amount of local or network storage that will be required to hold the recorded files for the compliance period your business requires.
18: Can I try 3CX before I buy?
3CX version 11:
Download link: 3CXversion11
Copy & paste this V11 Demo Key to activate 3CX enterprise features (note however, that this key will only allow two simultaneous calls):
DC4U-7OL5-4XTG-IUST
You can download a 3CX version 11 manual, from here …
… and you can download the v.11 Windows Client (3CXPhone for Windows), from here.
3CX version 12:
Download link: 3CXversion12
3CX version 12.5:
Download link: 3CXversion12.5
Copy & paste this V12 Demo Key to activate 3CX enterprise features (note however, that this key will only allow two simultaneous calls):
SAOY-3LMW-U3OT-GLJV
3CX version 14:Download link: 3CXversion14
Copy & paste this V14 Demo Key to activate 3CX enterprise features (note however, that this key will only allow two simultaneous calls):
3CXP-DEMO-EDIT-VEI4
You can access a 3CX version 14 manual, from here …
… and you can download the v.14 Windows Client (3CXPhone for Windows), from here.
Download 3CXPhone for Android from Google Play
Download 3CXPhone for iPhone from the Apple App Store.
The following video shows what’s new in 3CX version 14:
https://youtu.be/iPVL3dcSVVI
19: Does 3CX have a central phone-book or directory?
https://youtu.be/xsTQjMANTjQ
20: Can 3CX extensions show me the status of other users?
In addition, DSS keys on Yealink and Fanvil phones can be configured as Busy Lamp Field (BLF) keys, to show the status of all company phones, as well as to give that user one-touch access to call or transfer calls to any extension. These modules are ideal where you have a person acting as an operator or receptionist answering all incoming calls.
21: What phone-sets can I use with Foxhall’s IP-PBX’s?
While this opens many possibilities in regard to price, features and quality – as an installer, we have found that it’s really not practical for us to become experts in how all phone types are configured, and how to tie their feature-sets into 3CX, S-Series or VigorBX 2000. For that reason, we at Foxhall Solutions have installed the Cisco SPA504G, Yealink T22P & T26P phones and Fanvil X4G and X6. While Yealink T41P and T46G phones are our preferred sets, the Fanvil X4G and X6 are proving to be feature rich and cost effective. These allow us to meet everyday business needs, as well as the exceptional & unusual needs that we have come across in deploying VoIP platforms into UK businesses.
T46G_1T41PT40P
Use these links to view the specifications of the Yealink T46G,the Yealink T41P, and the Yealink T40P VoIP phones …
EXP40-636
If you have a need for a ‘Receptionist console’ where calls are answered on behalf of your company, and transferred off to appropriate staff or business divisions – you may want to equip the T46G phone with Yealink’s LCD Expansion module. The Yealink EXP40 LCD Expansion Module has been designed to improve the power and flexibility of the T46G Yealink VoIP phones. It features a 160×320 graphic LCD and 20 physical keys, each with a dual-color LED. These LED’s clearly show which function has been selected and the buttons make ‘one-touch’ calls and transfers quick and easy. Each key is dual-level, making 40 programmable keys per module. Each key supports functions that include speed dialing, Direct Station Select with Busy Lamp Field (BLF – showing extension status), intercom, call forward/transfer/hold/park/pickup/return. Up to six EXP40 units may be daisy-chained together – if you need that capacity! The Yealink EXP40 is ideal for; receptionists, administrative assistants, Call Center agents, power-users, and executives who need to monitor and manage a large volume of calls on a regular basis.
Fanvil X4 and X6 phones are very good in situations where staff cannot see each other, due to the secondary LCD displays that can be configured as BLF keys showing extension status for call transfer and pick-up.
Fanvil X4GFanvil X6See our Blog for further info about the Fanvil phones …
Use these links to see manufacturers information about the Fanvil X4G and X6 Phones.
Some of our customers have wanted cordless handsets in situations where it’s not possible to use the 3CX iPhone and Android app’s (see 24 below). The Yealink W56P cordless DECT handset & Base fits this need. The W56H handset is connected to a base station using wireless DECT signalling, and the base-station uses VoIP across the Local Area Network to the IPPBX. Each base station will support up to five separate VoIP extension accounts for five W56H DECT handsets, and will support 4 simultaneous calls. A W56H handset will provide 400 hours standby and 30 hours talk-time between charging (with an open-air range of around 100 metres).
yealink-dect-repeater-rt10-3
Where extended coverage is needed, an array of RT10 repeater units may be installed around a W52P base station, to maintain call connections across a large area, even while users are on the move.
22: Can VoIP phones be fitted with headsets?
22: Can VoIP phones be fitted with headsets?
A: Yes – VoIP phones installed by Foxhall Solutions can be fitted with traditional cabled headsets – or DECT wireless headsets using electronic or mechanical ‘Handset Lifters’. Handset lifters allow the call to be answered from up-to 100 metres away, by just pressing a button on the side of the DECT headset! These are perfect for staff who need to be up and about while answering a call (looking through a filing cabinet for example), or for Reception staff – giving them mobility to assist guests. Examples of wireless headsets used with the Yealink & Fanvil phones, are the Plantronics CS70N, and the Jabra GN9300 series. The Yealink T46G and Fanvil X6 phones can be fitted with an optional USB Bluetooth module, to support connection of Bluetooth mobile headsets.
23: Can 3CX be used to create a Call Centre?
https://youtu.be/04zj2WmrdBI
24: How well do mobiles integrate with 3CX?
3CX app’s are free to download ( from iTunes & Google Play) for Apple iPhone and Google Android mobiles. These apps enable the configuration of a 3CX extension on the mobile, which can then be used to make VoIP calls using data connections to WiFi or mobile networks – while you are either at or away from your office. You may have a new extension assigned to the 3CX app’, or clone your existing desk-phone, so that calls to your extension or DDI number, will ring at both. This is a quick, easy and low-cost way to provide a member of staff with a home office extension, a way to connect with the office when mobile, or to have the equivalent of a cordless DECT phone for the office.
3CX can also accommodate GSM Gateways configured to route calls to mobile numbers, via mobile SIM cards and wireless GSM networks. This means that calls to mobiles from desk-phones, can be made as mobile-to-mobile calls, without incurring the heavy tariffs usually associated with calling a mobile from a landline.
Yeastar S-Series IP-PBX systems also integrate with iOS and Android mobiles using Yeastar’s ‘Linkus Mobile Client‘ – to give users away from the office, access to their extension and internal phone system.
25: Can my IP-PBX guide incoming calls to groups of users?
call groupRing-groups enable an incoming call on a line or DDI number, to be presented to a group of users e.g. the accounts department, or the sales team. 3CX & Yeastar allows you to set up hunt-groups where a list of phone extensions are presented with the call for a pre-set time, in a prioritised sequence – or – may be configured as a simultaneous-ring group, where all extensions ring at the same time, and whoever picks the call first gets connected to it. Ring-group configurations also include overflow strategies to deal with calls that – for whatever reason – can’t be answered, both inside & outside of business hours.
Ring-groups can also be configured in a ‘paging’ mode to enable system-wide broadcasts to all or groups of phones – acting as a ‘public address’ system.
Call queues operate like ring-groups in that incoming calls are presented to a group of extensions. However, a queue holds the caller until they can be presented to a free extension in the group and therefore, overflow strategies only apply when pre-set queuing times are exceeded. Queues give you the opportunity to ‘greet’ your caller with a friendly prompt confirming the type of service or department that has been reached – and to even provide a statutory warning if you are recording their calls. Once the caller has heard the greeting, they are presented to the queue where they will hear on-hold music, or a custom message about your company’s products and services. 3CX can also be configured to provide the caller with a regular prompt telling them their position in the call queue.
The call-group and queue facilities described above, are included as standard within licensed 3CX. However – 3CX offers further advanced call queue facilities when its ‘Professional’ edition is installed. Follow this link to see a YouTube video about 3CX Call Centre.
26: How do you configure remote 3CX extensions?
https://youtu.be/mo8rDGtebV4
27: Is it possible to connect multiple 3CX systems together?
3CX Bridges can be configured to allow ‘presence‘ information (i.e. extension status) to cross, so that users at the different sites can see if the person they want to call at any of the 3CX systems in their network, is available, busy or away from their phone.
https://youtu.be/C_ZI9E2JwgU
28: What is 3CX WebMeeting?
https://youtu.be/75aKKsWytmA
29: What is the difference between Hosted VoIP and on-premises IP-PBX?
(place Links here)
Telephone Solutions
Contact
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- A: Fox Hall, The Croft, Bures
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