VoIP phone systems differ from traditional setups because you don’t need copper wiring that spans across your entire office. Connections are made virtually using an internet connection. But that often causes security a big concern: everything is hosted in the cloud. Hacking a phone system isn’t as far-fetched as you might think.
The Internet of Things revolution means everything is done online. The phone system makes it challenging to verify callers and can springboard into new data breaches. Thus, social engineering is common.
Should someone use VoIP to carry out an attack, they can access sensitive customer data.
In this guide, we’ll share:

• What is VoIP hacking?
• The most common types of VoIP hacking
• How to prevent VoIP hacks
• How your provider can prevent hacking

What is VoIP hacking?

VoIP hacking is a type of attack that a person uses to infiltrate your business phone system. They can listen in on calls, rack up expensive bills, and steal sensitive information–both about your business and your customers.

Hacks usually happen when one of your employees accidentally gives information to a scammer. These types of social engineering scams account for 97% of all malware attacks.

Hackers target people working in customer service and in the Network Operations Center (NOC), acting as someone else. Staff can unknowingly give unauthorized access to the hacker, and they take control of your VoIP phone system.
Access to your business’ phone system can launch other attacks. For example, a VoIP hack could access the information to charge your credit card, impersonate your business, and access private customer information.
It’s important to stay current on the ways business phone systems are compromised and review the steps you and your provider can take to secure communications.

Five types of VoIP hacking

VoIP phone systems have different network security risks than other traditional phone systems due to their setup. Here are the five most common types of VoIP hacking to be aware of.

1. Unauthorized use

This type of attack is when hackers use your business’ phone system to make phone calls.
Hackers can use your phone system to use robocalling and auto-dialing software. People who answer the phone to your caller ID will hear a prerecorded message asking them to do something—such as enter their credit card number to “confirm their account.” It isn’t your business making the call, though. The hacker now has access to all of that information.
Hackers can also conduct fraudulent activity using your legitimate business phone service. Your caller ID will show when they’re making phone calls using your VoIP system. They can impersonate your company to scam customers out of their private information.
The worst part? Unauthorized use of your VoIP system can go undetected, especially if you’re taking a DIY approach to setup. Regularly check your call logs and history, and set alerts if you go over a certain limit. That way, you’ll be notified of unauthorized use sooner than later.

2. Toll fraud

Toll fraud occurs when hackers make international calls to other devices. Toll charges for these long-distance phone numbers can be expensive and will be billed from your account. A staggering $27 billion is lost due to toll fraud, according to Trend Micro.
Attackers can target users and admins with phishing scams to gain unauthorized access to your VoIP system.
For example, hackers leave your finance team a voicemail that asks them to verify their banking information. Your employee doesn’t know the difference, so they return the phone call and give the verification codes—such as your phone system password or IP address.
The hacker then has information they can use to hack your VoIP phone system and make expensive long-distance calls.

3. Caller ID spoofing

When your phone rings and the caller ID appears, do you trust the number shown?
Caller ID isn’t always a reliable way to verify the person calling you. Attackers can use fake caller IDs and leverage them in coordination with another attack, like social engineering.
Employees often place a high value on a caller’s phone number or name. So, if they get a call from someone appearing to come from their VoIP provider, they might be fooled into exposing important information.
Giving that information, often without realizing it’s not who you expected on the other end, can give hackers access to your business’ VoIP system.

4. Eavesdropping

Do you take payments over the phone, or ask customers to call you to give personal information? If so, you’ll want to prevent eavesdropping. This is when hackers listen in on your real-time business phone calls or recordings like voicemails.
Eavesdropping is only possible when the connection is unencrypted or the local network itself is breached. Insecure Wi-Fi networks—those without Transport Layer Security (TLS) and Real-time Transport Protocol (SRTP) — can invite attackers to monitor the network.
Eavesdropping allows hackers to collect information on your business and your customers. They can access every interaction your business has had.
Depending on the conversations they listen to, there’s a risk of hackers:

• Selling your customers’ private information
• Selling proprietary information to your competitors
• Bribing your business or customers. For example, they might ask for a cash sum to keep the recordings private, depending on the nature of the call.

5. Social engineering

Research shows that 62% of businesses experienced a social engineering attack in 2018. It’s a common type of VoIP hack because it preys on people, not technology.
Hackers try to build relationships with their victims so they think it’s a genuine call, but it’s not. The call is a hacker impersonating someone else to trick you into handing over sensitive information.

Social engineering is used by attackers because they prey on the fact that people genuinely want to be nice. It’s uncomfortable to say no when someone asks for something—especially if you’ve got no reason to doubt who they say they are.
There’s also a lack of awareness around social engineering campaigns. Employees are rarely educated about the risks of fraudulent phone calls from attackers disguising a caller ID.
Attackers prey on people to extract information about a target that can be used for later. This can include false account requests, like verifying your account, and harassing or threatening victims based on the data they’ve acquired.
These emotionally-charged situations pressure staff into doing something right now, and that going against proper procedure is the right thing to do.

11 defensive tactics to harden VoIP

Each of the VoIP hacks listed above are costly for businesses. The average cost per record stolen is $242 for U.S. companies—making it expensive and damaging if you fall victim to a hack.
But it’s not all bad news. Most VoIP vulnerabilities can be eliminated with better awareness, regular education, and proactive steps your internal team can take to strengthen your defenses.
Here are 11 best practices to consider for preventing your business from coming under attack.

1. Choose the right VoIP provider

A secure phone system starts with the provider you’ve chosen. A weak provider makes it easier for hackers to infiltrate your phone network and gain access to private information.
That’s why you should always check their security policy before you take out a contract with any VoIP service provider. You’ll want to make sure they:

• Share their commitments to their network’s security and the countermeasures they have in place
• Explain how to report a vulnerability
• Have a plan of action if a hack does happen
• Have accreditations that prove they’re up-to-date on security
• Share a responsible security disclose program
• Demonstrate good security practices

Take some time to dive into this, and inquire about your providers’ certifications. They should be able to give you this information on request. If they don’t, move on to a different VoIP provider.

2. Control administrator access

Administrative access to your VoIP infrastructure means the user can control everything related to your business phone system. The user can manage billing, join conference calls, set up new lines, and lead to more costly intrusions.
You should be extremely careful with which employees get administrative access to your VoIP phone system.
Giving everyone access increases the likelihood of a social engineering attack. People make mistakes, but with proper permissions, their impact is limited. It’s simple, don’t give administrative control to people who don’t need it and be sure to conduct user access reviews on a regular basis.
The more employees there are to persuade, the more at-risk you are of falling victim to a scam and giving the hacker administrative access to your network.

3. Use a VPN for remote access

Gartner reports that 82% of company leaders plan to allow their staff to work remotely. Those remote staff communicate with their coworkers and customers via phone, which makes them vulnerable to VoIP hacking.
However, a Virtual Private Network (VPN) encrypts those phone calls. Your remote team installs a VPN on their work devices—including their smartphone or softphone.
It creates a strong connection between that device and your phone system, just as you’d have in the office. They’re launching calls from your secure network, rather than their home network that could have its own set of vulnerabilities.
That makes it almost impossible for hackers to eavesdrop on the calls your remote workforce are making.

4. Use a VPN and enable endpoint filtering

The VPN you’re using should have an option to enable endpoint filtering. This limits connectivity to malicious sites.
VPN providers such as Sophos and Cisco use endpoint filtering to block the network from accessing sites that could download malware, or handing over information hackers can use against you, such as a public IP address.
This strengthens overall network connectivity and device integrity. There’s less risk of staff unknowingly visiting a website and compromising your phone system security.
It’s also a good idea to have a Wi-Fi Security VPN to secure your connection from cyber criminals. There are a number of solutions out there which provide this added layer of protection. Aura — a Wi-Fi security VPN company — tracks about 350K malware programs every day.

5. Test your network

It’s not unusual for small businesses to setup their VoIP system once and never look at it again. However, doing this leaves you at risk for a VoIP hack. The setup you’re using might no longer be as secure as it once was.
Regularly checking your network allows you to spot any holes in your VoIP security. Administrators should regularly evaluate access and best practices to avoid compromise.
For example, you might see that:

• Staff who left the company two years ago still have accounts
• Your admin passwords haven’t been changed in two years
• The connection gateway doesn’t have Transport Layer Security (TLS) or Real-time Transport Protocol (SRTP), which means VoIP calls aren’t encrypted

Your IT department should also conduct an annual security check. This “penetration test” simulates a hacker and determines whether the network is secure. Any potential weaknesses should be reviewed and fixed as soon as possible.

6. Monitor your call and access logs

A call log is the history of incoming and outgoing calls your business has made. It’s not just useful for sales purposes, though. Access to these call logs mean you’re able to see:

• The date and time of each call
• How many calls you’re making to a specific number
• The location of your calls, both the business’ side and your customer locations.

You can easily see whether your VoIP phone system has been hacked with these logs. Regularly monitoring your call logs means you’ll get to know what “normal” looks like. Any anomalies that might signal a hack can be spotted—even before your call limits stop them.
Similarly, an access log shows who has signed into your VoIP phone system. If you spot an unusual IP address, or see that your administrator signed in at 11pm (when they were asleep), you’ll spot an intruder.

7. Build awareness around strong passwords

When you’re setting up your VoIP solution, your provider will give a default password to help you get started. But it’s crucial to change your password from the default setting as soon as possible.
But that’s not always enough to secure your VoIP phone system. You need to build awareness around strong passwords with your workforce. Avoid the most common passwords, and avoid repeating the same combinations.
Repeat password usage, known as credential stuffing, means that a hacker can access other platforms if they crack this one, and vice versa. If they can figure out a customer service agent’s Facebook password, they’ll try the same combination on your VoIP phone system. The passwords for each VoIP account should be completely unique.
In addition, aim for longer passcodes rather than those containing special elements to meet the minimum character limit.
Complex passwords with exclamation points, capital letters, and special characters are hard to remember. Staff might write them down on sticky notes or save them in their email—both of which are relatively easy for hackers to find.
However, security experts at Black Hills recommend creating passwords that are lengthy. It’s harder and longer to crack a 20-character password than it is one with eight characters. And it’s easier to remember.
That way, you’re making it harder for a hacker to gain access to your VoIP system. The default, unsecure password isn’t there waiting to be hacked.

8. Use two-factor authentication

These days, a strong password isn’t enough of a deterrent for a hacker. It’s not impossible for smart, experienced hackers to crack a password—hence why you should have two-factor authentication for your VoIP phone system.
Two-factor authentication adds another layer of security on top of your password. Users need to authenticate their sign-in by:

• Recording themselves saying a secret code
• Scanning a QR code with an authenticator app
• Using their fingerprint ID

With one of these additional authentication features, hackers won’t be able to gain access to your VoIP solution—even if they have your password. Only the people with the correct second-step credentials can get in.

9. Train your team on cybersecurity

Just one security hole in your phone system can leave you exposed to a VoIP hack. The same concept applies to your staff, too: one uneducated staff might make a mistake that causes an expensive data breach in your business phone system.
Whenever you’re onboarding your staff, give a mini-education on cybersecurity. Explain the importance of a strong password, install a VPN on their device, and educate them on the different types of VoIP hacks.
But remember: security isn’t a one-and-done job. Make it a priority to schedule cybersecurity training for your team members so they don’t get slack.

10. Have a mobile device management policy

Did you know that 59% of business professionals use at least three devices while at work? Your staff might bring their personal devices, or another laptop, to the office. Each of those devices need to be up-to-par security-wise.
Make sure your staff’s personal devices aren’t exposing a hole in your phone system—especially if they’re using those devices to make business VoIP calls. You can do that with a mobile device management policy with details like:

• All personal devices must be connected to the Wi-Fi network for encrypted voice conversations
• The software on the mobile device must be up-to-date if it’s being used for business purposes
• All smartphones must have fingerprint ID to unlock the device
• Staff must report any stolen or misplaced devices immediately

11. Have a response plan ready in case of a breach

Hackers are getting smarter, and they’ve got access to a growing number of tools to gain access to your business phone system. Sometimes, your in-house security tactics aren’t strong enough to deter them.
You should always have a data breach response plan, regardless of how strong your security measures are. This document outlines what you’ll do in the event of an attack. You won’t be running around like a headless chicken wondering what to do—which adds to the stress of the entire hack.
A disaster preparedness plan will come in handy, too. Research shows that 40% of small businesses fail to reopen after a major disaster. But taking steps to outline what you’ll do helps minimize the chances of yours going under after a data breach.

Is Your VoIP Provider Doing Their Part?

As you can see, there are several actions you can take to make your VoIP phone system more secure. But sometimes, data breaches happen as a result of your provider’s mistakes.
Here are seven ways to confirm whether your provider is doing their part.

1. Check for accreditations (like HIPAA compliance)

The easiest way to make a shortlist of VoIP providers is to check whether they have accreditations. These are certificates that prove your chosen provider meets industry-standard security standards.
If your business operates in specific industries, you’ll need your VoIP provider to have relevant accreditations, too. Take healthcare for example, it’s the industry with the most cyber-attacks because hackers will gain access to tons of sensitive, personal data.

The Health Insurance Portability and Accountability Act (HIPAA) aims to help businesses secure health-related data. It acts as a basic level of security that all businesses must have if they’re storing patient records. Your VoIP provider must be HIPAA compliant if you’re in this sector.

2. Look for intrusion prevention systems

An intrusion prevention system does what it says on the tin: prevents hackers from hacking your VoIP phone system. Check whether your provider offers this.
It usually comes in two parts:

• VoIP traffic tracking: Your VoIP phone provider should be able to track traffic on your phone network. Too many incoming calls could be a DDoS attack. Monitoring this traffic can block the calls before your network gets overwhelmed and shuts down.
• Alerts for suspicious activity: The warning signs of a VoIP hack can include an influx of calls, more international calls, or logins from other devices. Look for a VoIP provider that alerts you when these things happen so you can remove the risk.

3. Look for call encryption

Hackers can gain access to your VoIP system through insecure internet connections. Once they’ve got into your Wi-Fi network, they can eavesdrop on all network traffic, including calls coming in and out of your office.
Transport Layer Security (TLS) hides the data being transferred from the data center to your VoIP devices. It also authenticates that the person behind the call is who you expect them to be, making it more obvious when a caller ID is being spoofed.
Encrypted voice conversations add an extra layer of security to your internet connection. With TLS from your VoIP provider, it’s almost impossible for a hacker to pick-up on call data you’re passing through your phone network.

4. Update the firmware on VoIP devices

Almost every piece of business software releases regular updates. These refreshes to the actual firmware can release new features, repair bugs—and more importantly, fix security holes.
It’s crucial to make sure the firmware your VoIP provider supplies is always up to date. You can check whether the provider will install these updates for you. But if not, you should be able to sign into your online account and do it manually.
Remember to do this on all of your VoIP devices, too. One device running with weak, old firmware might be the hole hackers need to control your phone system.

5. Check VoIP call limit options

Earlier, we mentioned that one of the most common VoIP hacks is caller ID spoofing. It happens when a hacker gains access to your VoIP network and uses your account to make expensive long distance calls.
However, your VoIP provider can help protect against attacks. Check for features that limit calls by:

• Time of day
• Device
• User

That way, a large influx of calls gets flagged immediately. The hackers using your information to make long-distance calls are spotted (and blocked) before they rack-up any huge bills.

VoIP hacks are preventable

VoIP is a secure phone system that’s more reliable and modern than a traditional phone system. But with everything stored in the cloud, you need extra security features to make sure your setup is secure.
There’s no better time than now to check whether your VoIP phone system is airtight. Just the smallest security hole can expose your data to hackers, who can use that information against you and your customers.
But remember, the provider you’re choosing is just as important as the precautions you take.
Here at Nextiva, our cloud PBX system has the security features we’ve mentioned, and more. Plus, our network is backed by eight military-grade data centers. To say we’re committed to security is an understatement.

Have you switched from a traditional phone system to Voice over Internet Protocol (VoIP)? You should know about how VoIP phones work during power outages.
While VoIP systems tend to be much more reliable than a traditional landlines, there’s still a risk of downtime because the entire network is on the internet. Lose that internet connection, and you lose your business phone service.
Power failures happen when you least expect them. The best way to keep your phone service working through interruptions is to plan for them.
When you’re running a business, power failures can cause you to miss customer calls, sales meetings, and even conference calls. It’s never a good look — but don’t despair.
Preparation is your best defense. There are countermeasures we’ll cover in this guide. Plus, we’ll show you a few ways to keep the calls online during a VoIP power outage.

Four ways to deal with a VoIP power outage:

Just stepped into the office to find your entire business phone system down? Here’s what to do so you can get up and running quickly.

1) Confirm you have a power outage.

Power outages are surprising because they are rare. If only one room or certain appliances like your VoIP phone or computer won’t power on, you should check your electrical service panel. You might have tripped a circuit for using too much power. Flipping the circuit breaker to “ON” should fix it.
Another quick way to see if a power outage is affecting just you or your neighbors is to check for Wi-Fi. Open up your smartphone’s wireless network settings. If you see almost no available Wi-Fi networks to choose, there’s a good chance that your neighborhood has lost power.
Check outside if there is poor weather. During severe weather or high electrical demand (summertime), power fluctuations and outages are frequent.
Lastly, use your cell phone to check your local power company’s website to see if they posted about a power outage or downed power lines. In most cases, cell towers can still provide data and voice service when the power goes out.
Related Post: 10 VoIP Problems: How to Fix Them Forever

2) Connect to a backup battery power supply.

A short-term solution is to connect your phone system to a backup power source, such as an uninterruptible power supply (UPS) that you might have.
To restore connectivity, provide power to your internet equipment. That is, you need to connect your modem, router, switch, and VoIP phone into the UPS, so they turn on. A UPS is a battery backup that powers devices for a finite period until the power company restores electrical service.
This solution will only work if your internet provider is unaffected by the power outage. For instance, a downed power pole could impact thousands of cable internet subscribers at once.
The typical uninterruptible power supply can keep a VoIP phone system online for approximately six hours. If the power outage lasts longer than that, there’s more you can do.

3) Switch to your VoIP smartphone app. 

One of the attractive benefits of a VoIP phone system is that you can take calls anywhere. You don’t even need your building’s internet connection. Your phone probably has enough battery life remaining to answer any business calls you might get during an outage.
Plus, battery packs for cell phones are relatively common these days. A full battery could last you a full recharge even with heavy usage. Just grab your extra battery and plug it in.
Nextiva offers a free business phone app for users to complement their phone service. After you download it, sign in, and you can begin taking calls in minutes.

4) Divert incoming calls to voicemail.

If you’re not able to take calls on your iPhone or Android, no problem. Incoming callers can still leave a message on your voicemail. Unlike a traditional landline, voicemail is handled entirely by the VoIP service provider, even when you lose power.
You can also receive voicemail messages in your email if you have voicemail to email set up. This nifty feature lets you listen to them, forward to a colleague, or respond when your power is back.

How to prevent future VoIP outages:

While you can’t rule out the odds of a power outage, you can set up some redundancies to keep your VoIP phone system online. The best part is it’s easy!
When you follow these four steps, your business communication won’t be totally in the dark during a power outage.

1) Choose a reliable VoIP provider.

It’s a fact that some phone system disruptions happen with phone providers. Do your research into a provider’s actual track record for reliability and the ways they uphold it.
Nextiva offers uptime 99.999% system uptime. We’ve invested millions into creating and maintaining a reliable business calling network trusted by over 80,000 companies. All of our data centers are resilient with off-grid power redundancy along with automatic failover, so calls keep flowing uninterrupted.
A quick check on social media will often uncover the truth about a provider’s uptime based on user feedback.
Related Post: Is VoIP Reliable? Nine Tips To Know Before You Switch

2) Set up automatic call forwarding when unavailable.

One way to insulate your defense against a power or internet outage is to forward calls if your VoIP phone is unavailable.
See, VoIP phones stay in continuous contact with a VoIP provider. The phone provider knows when your desk phone or computer is unreachable.
You can activate automatic call forwarding to another phone — such as your cell phone — so you can answer incoming calls no matter what.
This particular feature is named Call Forward When Unreachable. Follow that link to see how to set it up in Nextiva. Once you set this up, you can forget changing it unless you want to.
If you have a working SIP device like a desk phone or a business phone app, inbound calls will be directed there. When the power goes out, your cell phone will ring like any other phone call.

3) Divert calls to another business location.

For some companies, they can’t wait out a power outage. If your office needs to take inbound calls like a call center, you have to act fast, so calls don’t drop.
If your company has multiple locations, you can direct all calls to another office. This quick fix is common among call centers when they have poor weather and need to route all calls to another offsite team.
Let’s say your office in Miami has a power outage. You can configure your phone system to divert calls to your San Antonio office. It’s a good idea for systems administrators to get familiar with how to reroute incoming calls to a different location. Make this a part of your business continuity practice for even more confidence.
Make sure your telephone service provider has the features you’ll need to do this. Traditional phone systems require extensive configuration and terminal-level access. With Nextiva, you just let us know you want to activate location forwarding, and we get it done.

4) Have a backup Internet Service Provider (ISP).

In addition to power outages, you might need a backup WAN provider. Voice over IP only needs a low-latency connection to the internet, so any type of broadband connection will work. You don’t necessarily need another cable or DSL bill, either.
It’s possible to go with a high-speed wireless internet provider as a backup. With 4G LTE technology, you can use a cellular provider as a backup ISP for your office. All you’ll need is an LTE modem, and you can switch it on during an outage to restore internet connectivity.
And, it’s not just you. Around 64% of U.S. adults said they couldn’t be without Wi-Fi for more than a day!

For a small office that needs internet and phone service no matter what, this backup provider is very cost-effective.

VoIP power outages don’t have to disrupt your phone calls. 

It can be a bit unsettling when you lose power. When your office loses power, you can:

• Wait it out. Some power interruptions are resolved within a few minutes without further action.
• Use a VoIP smartphone app. Some VoIP providers include a mobile app for placing and receiving calls. Many cellular services stay online during a power outage.
• Forward calls to your cell phone. If you have a working cell phone, you can route calls to a different phone number.
• Direct calls to your voicemail. Instead of a busy signal, you can direct callers to a voicemail box so you can return their call later.
• Set up an uninterruptible power supply. These are more than big power strips. They provide hours of power for your networking equipment, including your phone.

You get more than a high VoIP uptime with Nextiva.

A VoIP power outage isn’t just frustrating. Regardless of whether you’re a small business or running a large scale call center, being knocked offline is a big deal.
Nextiva’s VoIP phone system has plenty of capability to keep your team working. Look beyond 99.999% uptime to real-world support team availability you can count on.
Amazing Service means you can get help from a friendly and knowledgeable VoIP expert 24/7. Once you tell us about what’s happening, we can suggest a quick fix for you. You’ve got your business communications covered with Nextiva, and we have your back — even during a power outage.

The rise of remote work has brought with it communications challenges for many workplaces. As many employees now work from home, IT leaders are revisiting their phone system, which also includes its underlying VoIP architecture.
Upgrading your phone system is no small feat. There are a few different ways to provide reliable connectivity for employees while keeping costs in check.
In this guide, we’ll give you a straightforward approach to planning out a scalable VoIP network for your company. Plus, we’ll include nifty VoIP network diagrams to show you how it all works.
You’ll be able to tackle your virtual phone system and empower your employees with tools and best practices that will take their work to the next level.
Let’s jump right in!

• Intro to VoIP architecture
• Types of VoIP networks
• VoIP network diagrams
• Best practices for performance
• Helpful tips for your team

Introduction to VoIP architecture

VoIP architecture is a network topology that supports real-time audio with an internet connection.
You might already be familiar with how VoIP works. To recap, Voice over Internet Protocol (VoIP) converts audio signals into digital ones and transmits them over the internet.
VoIP has been around for many years, with varying degrees of complexity and performance. VoIP is now the gold standard to provide staff with reliable business communications.
Not all VoIP phone systems are equal. A lot depends on the underlying VoIP architecture that powers them.
Let’s lift the hood to get a look at some essential components of a VoIP network.

VoIP architecture components

Session Border Controller (SBC): Connects to analog call services with digital voice calls, call records, and provides bandwidth management control. Also, they regulate the flow and balancing of network traffic to maintain superior performance. Behind this VoIP gateway is access to the Public Switched Telephone Network (PSTN).

Media server: Enables features like voicemail and video calling, as well as voice to email, interactive voice response (IVR), and voice-based dialing. These provide useful functions like call recording, call queue messages, and more. These media gateways can handles hundreds, even thousands, of SIP calls at once.
Application server: Enables call forwarding, call waiting, call transfer, phone service to the IP network, and call detail records. These are essential to provide users with core telephony features.
Database services: Stores the registration details for all SIP devices, which locates an endpoint and translates addresses that are potentially different in various networks. These maintain call logs for all internet telephony activities.
SIP services: Session Initiation Protocol (SIP) takes care of connecting, disconnecting, and setting the parameters of call sessions. It acts as the foundation for modern voice, messaging, and video technologies.
IP PBX: An Internet Protocol (IP)-ready Private Branch Exchange (PBX) use to provide telephony within a company. It acts as the main control center for legacy phone systems. These rely on SIP trunking for voice service.
Endpoint devices: These are the VoIP phones or softphones (including smartphone apps) that receive VoIP phone service. Examples include desk phones, VoIP apps, conference phones, and even fax machines.
IP network: This allows the voice data packets to travel between endpoints over an Internet Protocol network to upstream services accessible via one or more IP addresses.
Codecs: For optimal call quality, codecs convert the analog signals to digital packets with different types of compression. G.722 is the standard for HD voice calls.

How VoIP works

Voice over Internet Protocol (VoIP) facilitates phone calls over the internet instead of a regular landline. Telephone service is made possible through the internet, as shown in the simple VoIP network diagram below.

Since VoIP converts analog calls into digital signals, it needs a stable network connection. You can go fully wireless if you have a strong Wi-Fi signal, but be aware it’s susceptible to interference.
Most IT leaders contend with designing the right VoIP architecture for their organization. A hefty list of requirements includes unlimited calling, flexible call forwarding, team conferencing, call routing, team collaboration, HD video, and more.
All that a reliable VoIP service provider requires is a high-speed WAN internet connection. From there, you have many options for your desk phones or VoIP phone apps.
VoIP is poised to meet the business needs of today’s offices. People no longer want to be tethered to a desk in the office. They need their phone service to follow them around wherever they work — even working from home.
Every successful VoIP implementation begins with a comprehensive plan. Here’s what you need to keep in mind.

Planning your VoIP architecture

Think about your company’s plans to grow. What is your firm’s timeline for expanding your offices and adding headcount? Prior estimates for voice communications might have changed drastically since 2020.
Knowing the needs of your organization helps you select the right VoIP architecture. Here are some specific questions to think about:

• Where will your company be one year from now?
• How many employees will you have?
• What remote work tools do they use?
• How much of your workforce will work remotely?
• Which VoIP features are essential?

The answers to these questions will help you plan your business phone system to maximize your company’s efficiency and results.
But first, you need to take a closer look at your network bandwidth. As companies scale, their broadband requirements grow with them. Unlike traditional telecom, VoIP requires a reliable internet connection.
Related: Is VoIP Reliable? Nine Facts You Must Know

The importance of bandwidth

The amount of your network bandwidth affects your call quality. It’s the foundation of a scalable VoIP architecture.
VoIP calls need around 100 Kbps of bandwidth per call. Multiply this by the number of concurrent phone calls to get an idea of your bandwidth needs.
On top of that, keep in mind that other concurrent activities, such as video conferencing and file backups, require extra bandwidth too.
With high network utilization, VoIP calling will work, but voice quality may degrade or experience latency.
The secret to a successful VoIP architecture is a well-planned network architecture. You might have avoided the use of Quality of Service (QoS) before, but network prioritization can ensure all users have a great experience and no outages.
As more and more employees work remotely, you’ll discover that you have less control over residential broadband networks. Not to mention, employees often work from home with other family members who compete for bandwidth.
Encourage your staff to use wired connections (Ethernet) for their computers and perform network tests to verify its performance. They may need to disable SIP ALG in their routers for peak VoIP performance.
The bottom line for Voice over IP is that it’s less about speed — after all, VoIP only needs 0.1 Mbps — it’s all about stability.

Four different types of VoIP networks

There are a variety of VoIP networks you can select for providing voice calls using an internet connection. Your choice will depend on your existing setup and equipment, budget, IT staff, plans to grow, and more.
Keep reading to see our updated VoIP network diagrams. They’ll help you visualize different VoIP network configurations. A VoIP network diagram helps you understand your implementation and explain it to your team for a smooth rollout.

1) Business phone service

For most companies, Phone service in the cloud gives you a reliable and easy-to-use solution. There’s no hardware needed. Your VoIP provider handles the maintenance, upgrades, and support on their end. You provide the internet; the business phone provider does the rest.
It’s no surprise why this type of VoIP network is so popular. Each desk phone connects to your network switch. From there, the phones sync with the VoIP provider to download its configuration automatically.
Additionally, with cloud phone service, you can manage phone extensions easily. Users can extend their office availability with their iOS or Android smartphone. They can also manage features like voicemail, call forwarding, and team messaging on the go.

2) SIP trunking

SIP is short for Session Initiation Protocol, and it’s an application-layer control protocol for establishing, maintaining, and terminating calls between two or more people. SIP architecture includes clients and servers.
SIP trunking provides telephone service to on-premises phone systems such as PBXs. It transitions your existing PBX setup into an internet-powered telephone network and gives you access to affordable and infinitely scalable phone service. It also frees up your server room from bulky telecom hardware.
The advantage of SIP trunking is that you maintain your existing IP PBX and get the benefits of VoIP. The downside is that your phone service is still limited to the physical office.

3) First-generation VoIP

If your phone system is proprietary and you might be stuck with a first-generation VoIP phone system. Two decades ago, these emerged as an alternative to rising landline costs.
Despite using VoIP, these phone systems require highly specialized talent to manage as well as finding obsolete components. These PBXs may be trunked with SIP or PRI, but at the end of the day, you’re holding onto technology that doesn’t facilitate remote work.
Adding new lines and finding the right hardware is also expensive and takes time. These phone systems had their day, but the cost to maintain them outweighs its benefits.

4) Call centers

At the heart of a call center is a VoIP network designed to handle a high volume of inbound and outbound calls. You don’t have to be in the call center industry to use them. For instance, if you have a sales team or a customer support department, you likely need call center functionality.
Top features for call centers complement typical business phone service. Additional functionality includes call queueing, live monitoring, and dynamic call routing. In particular, they need to have fine-grained control over after hours handling, agent priority, holidays scheduling, and analytics.
Managers will want to access detailed call logs as well as call recording. Supervisors will want to add new agents, analyze call center metrics, and leverage advanced PBX features like silent monitoring.
IT leaders should carefully consider their commitment to creating and maintaining VoIP architecture on their own.

VoIP Phones: Maximize your VoIP architecture

Beyond the business phone service itself, you might want to consider the VoIP desk phones your company needs. Perhaps executives get a high-end phone, another for meeting rooms, and everyone else gets the same phone for consistency.
Audit your phone system usage, requirements, and nice-to-have features. Selecting the right combination of VoIP phones for your team will help everyone experience it to the fullest.
Related: Switch to VoIP and Spend 65% Less Than Landlines

VoIP network diagrams

VoIP has made it possible for companies to use their existing IP network to transfer voice and data. As broadband increases speed and reliability, businesses can depend on them for more services.
When it comes to planning, you’ll want to design a high-performance VoIP network. As the company adapts to different types of work, employees look to you for a robust communications system.
Here are a few VoIP network architecture examples. We also include a helpful VoIP network diagram that illustrates each network. These VoIP diagrams illustrate to others how your phone system is configured.

• Single office
• Multiple locations
• Remote employees

You can use these to map out your VoIP architecture based on your current office setup and growth plans.

Single office

For businesses that operate from one location, they will typically have one internet service provider that provides broadband connectivity. This connection could be cable internet, DSL, or fiber.
Each workstation should have at least one Ethernet network drop. The wiring should combine into a network switch. For a VoIP implementation, consider using a Power over Ethernet (PoE-enabled) switch. They provide 15-30W of electricity to power VoIP phones without impacting network connectivity.
Pro-Tip: Equip your network switches and routers with uninterruptible power so your phones can stay online even if the building loses power. For more info, we explain how to keep VoIP connected during a power outage.
Larger offices should opt for managed switches to take advantage of VLAN tagging, QoS optimization, and network management capabilities. But for most offices, any PoE switch from a reputable brand will work fine.
Instead of connecting the computer to the network drop, you would connect the VoIP phone to the network drop. Then connect the computer to the VoIP phone. This setup is also known as daisy-chaining or a pass-through network configuration. This approach eliminates the need for additional wiring, and with PoE, you won’t need any extra power adapters.

Multiple locations

Companies with a bigger footprint with multiple locations will have to contend with different network demands at each office.
Within each office, your VoIP configuration would be similar. Connect your workstations to the phones, then the phones into the Ethernet drops. Then connect those into a network switch. VLAN tagging is ideal to limit some network congestion.
You might need to choose one or multiple internet providers to serve your offices with high-speed internet. As each location expands, fiber connectivity is preferred.
The most critical data point to track is your bandwidth utilization at each location. With streaming music, viral videos, and cloud communication apps, you’ll likely use more bandwidth than you expect.
The IT staff in each office should understand your VoIP architecture seen in each office. To do this, we recommend maintaining documentation. Train your IT team and on managing the phone system and educating staff on top FAQs about their voicemail, call forwarding, and setting up their business phone app.

Remote employees

For remote employees, you will be contending with a variety of residential broadband providers. Employees are bound to have different network equipment, so from an IT perspective, this adds more complexity.
Since hosted VoIP phone service works with any internet connection, employees can take their desk phones home. They will likely need a power adapter since most home-offices network devices aren’t PoE-enabled.
Many employees who work remotely might not need a physical desk phone. They can use a VoIP softphone app installed on their computer or even their smartphone. However, the same principles apply when it comes to maintaining network performance.
Some broadband gateways offer limited settings for additional configuration. These gateways will interrupt the voice packets causing delays or dropped calls. We recommend disabling SIP ALG within the router or gateway for optimal VoIP performance. Doing this from the start will help you prevent VoIP issues later.
Educate and remind your remote staff to limit competitive network activities like video streaming or having too many wireless devices connected.
Related: VoIP RFPs: The Complete Guide to Upgrading Your Phone System (+Free Templates)

VoIP best practices for peak performance

Finally, here are some useful approaches to keep in mind to make the most of your VoIP setup.

Opt for higher speed broadband providers. As a part of a robust VoIP architecture, you will want rock-solid network bandwidth. While phones only need 100 Kbps, you have many other cloud-connected devices that consume data. Aim for only using 80% of your allotted bandwidth.

Segment large networks with VLANs. After approximately 20 employees or so, we recommend you start implementing network prioritization efforts through QoS and Virtual LAN (VLAN) tagging. Doing so will minimize packet loss and keep your users happy. You’ll also improve your network security.

Prioritize network bandwidth for VoIP. Choose VoIP equipment that offers high performance for all types of traffic. On your router, set up Quality of Service (QoS) to prioritize voice traffic on the network over computers and other network traffic like YouTube. Perform several VoIP speed tests during the workday to see how VoIP would perform under real-world conditions.

Share one VoIP system between all offices. The best thing about a shared VoIP phone system for your company is the ability to manage and run it from a single platform. Employees can work remotely can collaborate seamlessly with team messaging and one-click conference calls. The best part is, every office can share the same phone number.

Cloud phone systems like Nextiva offer so much more than phone service. Look into its unified communications and collaboration features for higher productivity.

Three simple VoIP tips for your team

Your VoIP architecture is the foundation to get work done — not create more of it. It’s a good idea to arm your team with actionable tips to make the most of VoIP, especially if they work from home.

• Use a wired connection instead of Wi-Fi. An Ethernet network connection will always provide more stable connectivity. If you must use Wi-Fi, use a faster 5 GHz band over the crowded 2.4 GHz band.
• Stay connected with a VoIP app. use a VoIP app to make and receive telephone calls on a computer. It’s easy to use and gives access to features for remote workers. Nextiva’s VoIP app is available for Windows, Android, macOS, and iPhone.
• Remain vigilant to security threats. While VoIP is secure, the security landscape continues to evolve. Educate your staff to recognize legitimate voicemail-to-email messages, so they don’t fall for scams. Add endpoint protection to your workstations to protect your team from malware risks.

Don’t let an outdated VoIP architecture hold you back.

A successful VoIP architecture is the one that supports employees so they can work remotely and move their projects forward.
Modern IP telephony is more than voice. End-users expect HD video conferencing that looks and sounds great wherever they’re working. They don’t care for the minutia of VoIP technology or VoIP protocols. They just want it to work.
If you’re holding onto your on-premises PBX, consider the costs that come with it. Not just financially, but also the way it’s holding back your growth and taking your focus away from the work that matters.
With today’s VoIP networks, you can have a reliable cloud phone system for a fraction of the cost. With the always growing features for collaboration and remote connectivity, employees will be efficient and communicate better.
Manage every aspect of your phone system from the cloud and make changes in seconds. This way, you can support your company’s growth and plans.
Related: 17 Dos & Don’ts of Successful VoIP Setups

Does this sound familiar? Your organization wants a new phone system, but your purchasing process gets in the way. And all too often, you keep pushing off that upgrade.
Identifying and selecting vendors can become an elaborate process. You might need to put together an RFP or RFI to gather bids for your next VoIP phone system. It can be daunting, but it doesn’t have to be.
At Nextiva, we help companies of all sizes adopt business communication solutions. In doing so, we’ve seen our fair share of RFPs for all kinds of VoIP projects. Everything from typical desk phones to robust SIP trunks to inbound call centers.
To give you a head start, we’ve put together an extensive guide to help you navigate the VoIP purchasing process. Plus, we developed free templates you can download and use!
If you’re involved in the selection of a new phone system, you’ll enjoy our straightforward guide. No matter if you’re a purchasing agent, work in government, or gathering formal bids for VoIP, this guide is for you.

• What are VoIP RFPs and VoIP RFIs?
• Intro to Voice over Internet Protocol (VoIP)
• VoIP Request for Information (RFI)
  • When you need an RFI
  • What to include in an RFI
  • How to structure an RFI
  • Who should be involved?
• VoIP Request for Proposal (RFP)
  • When you need an RFP
  • What to include in an RFP
  • How to structure an RFP
  • Who should be involved?
• Tips for selecting the best VoIP provider

Download free RFI and RFP Templates for VoIP

To help you out, we’ve put together these free RFI and RFP templates. Download and use them to make your phone system upgrade a success.

VoIP RFI Template
Request for Information

VoIP RFP Template
Request for Proposal

What are VoIP RFPs and VoIP RFIs?

Organizations use two types of documents to assess potential vendors against their needs. The first is a Request for Information (RFI), which is used earlier in the buying process. The second is a Request for Proposal (RFP).
RFIs and RFPs each serve a unique purpose to empower stakeholders to make decisions. We’ll focus on how you can use these to identify and select the ideal VoIP system for your company.

VoIP Request for Information (RFI)

An RFI is a document used earlier in the buying process.
A customer lays out a high-level view of the issues they’re looking to solve. It lets potential providers describe how their service solves the problem. It serves as an opportunity for a vendor to understand the customer’s industry.
Some customers send RFIs to many possible providers to narrow down their picks to just a few. With those few, they then ask them to respond to an RFP.

VoIP Request for Proposal (RFP)

An RFP is a document interested providers fill out to pitch their solutions.
Customers craft an RFP document and request potential service providers to complete it. Organizations use RFPs to follow strict procurement processes or have many decision-makers. An RFP aims to surface answers about the procurement of any new vendors.

Overview of Voice over Internet Protocol (VoIP)

VoIP lets you make and receive calls over the internet. Calls can take place anywhere an internet connection is available, including over Wi-Fi. VoIP providers establish connectivity between parties using digital signals.
VoIP phone service is location-agnostic, unlike traditional copper landlines. VoIP exists in many forms for a company to consider. Solutions include business phone service, SIP Trunks for IP PBXs, virtual call centers, and more.
Voice over IP brings a company’s telephony into the digital era. It functions as a cloud PBX with many features and is more cost-effective than landlines.
On-premises PBX phone systems don’t offer the flexibility and unified messaging needed today. Today’s VoIP solutions offer unmatched performance compared to traditional landlines over the PSTN.

VoIP Request for Information (RFI)

When you need a VoIP RFI

Replacing your existing phone service takes a lot of thought, time, and effort. You need a VoIP RFI when you’re kicking off the exploratory process. If you don’t have much experience with the ins and outs of VoIP, you’ll gain a lot from a VoIP RFI.
An RFI allows you to ask a broad range of potential suppliers. It’s a great way to describe your communication needs. When you ask many questions, you’re interviewing long-term partners. Pricing aside, it lets you confirm their solutions will meet your needs.
Answers from prospective vendors will give you an idea of the market and help you shorten the list.
Ideally, the RFI can also help identify which companies can meet your requirements. It lets them differentiate themselves in providing unified communications services.
Related: Installation Checklist: 12 Steps To Install a VoIP Phone System (+Project Plan) What to include in a VoIP RFI When a company crafts an RFI to explore the VoIP services available, there is a lot to consider.

The exact format of an RFI will vary depending on the size and scope of a project. Common elements found in a VoIP telephone system RFI, include:

• Company information like size, areas of operation, and competitors
• Pricing models (monthly subscription, annual subscription, paid in advance or arrears, methods of payment)
• Hours of operation and support availability
• A list of features that have caught your interest: auto-attendant, group paging, intercom capabilities, conference calls Softphones, or mobile apps
• Call center or contact center functionality
• Issues that you are looking to resolve by changing providers
• Desired contract terms and requirements
• Compliance requirements (HIPAA, PCI, CCPA, etc.)
• Other conditions like infrastructure needs including cabling and maintenance that might be required Questions or requirements for implementation, deployment, and training
• Any questions you have about VoIP, incoming calls, call routing, porting of phone numbers
• Specific requirements for your voicemail system, expected volumes, the ability to transfer voicemail Outbound calling requirements estimated local, long-distance, and international needs, automated attendants, receptionist software, caller ID questions, or direct inward dialing (DID).

The nature of these inquiries should be open-ended to allow prospective providers to distinguish themselves. How to structure a VoIP RFI It’s important to format a VoIP RFI in such a way that it’s easy to complete. A PDF might make for a prettier RFI, but it will be more challenging to answer your questions in-line.
We recommend using a word processor format like Microsoft Word or a read-only Google Doc. This format lets prospective providers copy or download it to provide answers. Consistent formatting helps streamline the review of an RFI. You can add commentary, highlighting significant passages, and share with others.
An RFI should include many open-ended questions to allow a provider to answer at length. Who should be involved in your VoIP RFI You should involve anyone that will be involved in the deployment of your new telephone system. In particular, you need to involve your IT team. If you have a tech partner that works with your company routinely, you should involve them as well.
For instance, systems administrators may want VoIP to integrate with the existing hardware. They’re often focused on behind the scenes, not necessarily the aesthetics.
These groups can provide you with input about when it comes to implementing a new system. IT will examine potential solutions with many different lenses.
To avoid your project from going sideways, establish clear roles decision-making. A project sponsor, usually an executive like the Director of IT or a CIO, sets the plan in motion.
A project coordinator might organize available resources. The coordinator should gather technical requirements from stakeholders and draft the RFP. The executive sponsor should review the information requested in the RFI and sign-off. VoIP Request for Proposal (RFP) When you need a VoIP RFP An RFP happens later in the selection process. You’re now at the proposal stage.
At this point, you should have solidified your requirements for a VoIP phone system. You should have narrowed down your list to a few major contenders.
The RFP lets you firm up your needs and preferences into a comprehensive document. RFPs put the onus on the provider to ensure that they meet your needs. In most cases, this is the last step before making a final decision.
Keep in mind that RFPs are text-based. It’s a tool that’s used to choose between providers, and many decision-makers need to weigh in on the product. Your team should be able to rely on the documents alone to base their decisions.
This process can be cumbersome if you’re operating a small business. It may be more efficient to schedule demos, free trials, or proof of concepts with VoIP providers. No formal RFP response will provide the same context as seeing a solution live or using it yourself.
Some companies adopt Request for Quote (RFQ) as a step after the proposal. At Nextiva, we include the quote as an attachment with our RFP submittal. What to include in a VoIP RFP An RFP for a new phone system should cover a lot of ground for describing how a vendor will meet your needs. It should be exhaustive and leave nothing up to interpretation.

Depending on the needs of the business, you can deviate from standard VoIP RFP topics.

Many of the RFPs that Nextiva has responded to adopt the following criteria:

• RFP schedule: A timeline provides you with a method of weeding out providers that can’t meet your timetable.
• Make sure you schedule a time for a Q&A session where providers can get clarification on the RFP process.
• Evaluation criteria: Every RFP takes time from a VoIP provider to fill out and prepare. Providing clear evaluation criteria ensures the providers that submit your RFP believe that you will pick them.
• Information about you: Include details about your organization, such as history, values, and current technologies used. Knowing this helps potential VoIP vendors design the ideal solution.
• Be sure to mention any industry compliance or regulations that apply.
• Required licenses and hardware: How many end-users do you have that will need to place and receive calls? How many will need a desk phone? Do you need cordless handsets? Meeting rooms? Include details about the broadband provider used at each location.
• Additionally, cover hardware needs like speakerphones and Power over Ethernet (PoE).
• Requested features: This can be a bulleted list of features that you need, that you would prefer to have, and that would be nice to have. You may want to round up your IT team to reach a consensus on these VoIP features.
• Proposal submission methods: Describe how you wish to receive RFP submissions. Many RFPs can be submitted via email or utilizing a Dropbox or a Google Drive link. Some industries need vendors to send submissions via paper or through the mail.
• Scope of work: A proper VoIP implementation is more than technology. Gather details around the onboarding, training, and routine support. This allows RFP respondents the opportunity to describe what’s included. This also outlines the time to migrate and how it affects the total cost of the proposed solution. Examples include remote installation, on-site installation, live training, etc.

How to structure a VoIP RFP

Structuring an RFP sounds complicated at first, but once you dig into it, it’s a breeze. Don’t lose sight of the fact that people need to read the document in its entirety to understand your needs.

VoIP RFP Outline

1. Introduction
2. Scope of Work
3. Activities and Services Solicited
4. Eligible Proposers
5. Criteria for Evaluation of Proposals
6. General Instructions
7. Vendor Overview Security, Uptime, and Redundancy
8. Technical Checklist
9. Required Attachments

An RFP should be structured in an organized and consistent way. Doing so enables you to compare responses against each other when they come through. Begin with the relevant information about your organization and its needs.

Include the series of questions for the VoIP provider. Let them provide contact information for a point person who will submit the finalized RFP to you.

Provide any legal or contractual requirements that apply. Examples include outage response processes, Service Level Agreements, and terms of service.

Finally, enter your checklist of requirements. Allow the potential cloud phone system provider to respond to each item. This gives you an in-line description of each in the provider’s words. They should articulate how they can support those features in a compelling way.
Sometimes things change after you’ve sent out the initial RFP request. If you need to change any attributes of your request, you can send out an addendum to follow up on your RFP.
Pro Tip: We’ve included free templates that you can use in the creation of your RFP. It’ll save you a lot of time. Who should be involved in your VoIP RFP You’ll want to work with the team that helped you with RFI. After all, RFP is the next stage after RFI. This is where the rubber meets the road in the VoIP phone system selection.
You may want to broaden the stakeholders to include some rank-and-file members. Their insight from the field will help add context not seen by others.
Decision-makers should have a say in the payment terms. Training experts dig deep into the internal deployment surrounding the product. Enlist the help from legal to review any contractual terms or regulatory requirements.
Ask your partners to offer insight into the other technologies currently used. They may have line-of-sight into risks and opportunities that you haven’t considered.

Three tips to make the VoIP vendor selection process go smoothly

We’ve seen what works in successful phone system projects as well as a few misses along the way. Here are a few tips to improve your outcomes:

1. Follow up with short conversations with each vendor. Talk with them about your needs and what they can offer you. Schedule a demo or two to understand their solution and how it might work for you.
2. Create a robust RFP document. A comprehensive VoIP RFP helps you avoid surprises later. The selection process is made clear within the RFP. Spend a healthy amount of time to make it actionable and specific to your organization.
3. Aim for a long-term partnership. Look for a provider who has a proven record of reliability and customer satisfaction. The last thing you’d want is to have to switch providers a year or two later. Forecast your needs and describe them in your RFI and RFP.

Better communication is within your reach

It’s always a good idea to keep your finger on the pulse of your technology needs.
The communication demands today are entirely different from five years ago — let alone 20 years ago. Two-thirds of organizations have experienced a communications crisis in the last year. (It’s not only you!) And employees use three devices on average to complete their work.

The pivot toward remote work underscores the importance of a cloud phone system. If your current phone system no longer helps you achieve your goals, it costs you more not to upgrade.
The VoIP RFI and RFP process balances cost, feature, and fit for every mature organization. It’s a great tool to get an idea of the VoIP marketplace and select the right vendor.
Best of luck and keep your standards high.

Forget about waiting for the phone company to set up your landline. In a matter of minutes, you can configure a multi-line virtual phone system for your business. The best part is all you need is an internet connection.
A business phone service like Nextiva is reliable, offers more than 40 business phone features, and is easy to use. Here are 10 distinct steps to installing and setting up a fully-featured Voice over Internet Protocol (VoIP) phone system.
The only hardware on-site will be desk phones if you want them. No private branch exchange (PBX system) to manage day in and day out!

1. Log into your admin dashboard
2. Set business hours
3. Configure team extensions and voicemail
4. Design call flows
5. Enable advanced call routing and auto attendants
6. Forward calls to toll-free and local numbers
7. Turn on custom greetings and call recording
8. Get team presence
9. Install the Nextiva App
10. Build a conference bridge

Don’t feel like reading? We put together a three-minute video on setting up your VoIP phone system in five simple steps:

1) Log into your admin dashboard

After signing up with a new service provider, you should first sign in to your administrator dashboard. Understand what phone system features are available to you. Identify questions you might want to ask your point of contact.
This portal is where you will build your team and manage your business lines. Thus, you should know who you want to be as a backup or primary administrator for the phone service.
Navigate the administrator and user portals to know how your team will interact with your virtual phone system.
Nextiva’s dashboard lays out numerous options at your fingertips. Manage your business number, caller ID settings, call forwarding, and more.

 2) Set business hours

Designing and implementing a schedule for your business hours and holidays might be a little time-consuming at first.
It’s certainly not the most glamorous job. But automated features for call forwarding and auto attendants run off these schedules. Design them early and save lots of time and effort in the future.
You won’t need to worry about handling phone lines over lunch or the holidays. Have the right message and call routing at the right time without even pushing a button.
Is the office closed on a holiday, but someone’s on-call in case of emergencies? Forward calls to their cell phone. Once their shift is over, you can change the cell number.

3) Configure team extensions and voicemail

Your VoIP system lets you define an extension for everyone and every feature. This can get confusing. This is where an organized system for extensions is helpful.
You can define the first digit by location. HQ is 1000s, Satellite Office is 2000s, Warehouse is 3000s, and so on.
Keep user extensions within the 1-200 (unless you have more than 200 users) range for each office. Make automated attendants and call groups 300s. Also, you can make call centers 400s and every office group page number, 999.
Grouping and identifying extensions keep your offices organized — no more expansive reference lists.
Nextiva’s VoIP service allows for total extension control of your office phone system. Use 3-5 digit extension ranges and enable or disable extension dialing to suit your business needs.
Your agents can manage their voicemail greetings and voice mailbox from anywhere. A visual voicemail option is available with Android, iPhone, and desktop apps.

4) Design call flows

It’s crucial to understand how calls in your company feel. Designing a positive experience will bring you happier callers and repeat customers.

Ask yourself:

• What should happen when someone calls my main toll-free number?
• Do they get a message?
• A human receptionist directing their call?
• How do I minimize call transfers before an issue is resolved?
• What will help make a sale in one phone call?
• How can my call center experience create a customer for life?

Design your call flow on a canvas with drag-and-drop simplicity. Also, export your call flow and have a record for reference.

Related: How Businesses Use Phone Trees to Direct Incoming Calls

5) Enable advanced call routing and auto attendants

Now, let’s consider some advanced features like hunt groups of multiple agents available at the same time.
Call queues can hold calls until an agent is available. Several customers can stay on the phone rather than leaving a voicemail or disconnecting.
These features are some of the biggest advantages of VoIP phone systems. And, with Nextiva, these are accessible for businesses of all sizes.
Explore different call distribution methods and features to maximize the potential of every department.

6) Forward calls to toll-free and local numbers

Once you implement your call flow, contact your previous provider. Have them forward all incoming calls for your business phone numbers to the temporary phone numbers from your new service provider.
This will let you take advantage of your new calling system even before your phone numbers port from your old carrier to your new one.
Feel free to check portability — Nextiva is more than willing to port vanity numbers you may own. Nextiva also provides a phone number with a local area code and a toll-free phone number to every account.

7) Turn on custom greetings and call recording

Want to add more panache to your business calls? Here are a few ideas:

• Get professionally recorded audio tracks for your auto attendant, hold music or announcements before your agents pick up.
• Add custom greetings to make your small business phone systems seem larger and more sophisticated.
• Enable call recording to store recorded phone calls for up to six months. Longer terms are available upon request.

Record calls for quality assurance or training purposes. Clarify statements if disagreements arise about promised products or services. Playback old calls to better define quotable material.

8) Get team presence

A must-have for a receptionist, team presence shows which team members are available, getting a call, or on the phone. This also makes team presence a vital option for remote teams.
Warm-transfer your customers without placing them on hold based on an indicator on your desk phone or mobile app. A secretary dedicated to business owners can see if they are available or on the phone. They can even intercept calls if the owners aren’t in the office.

9) Install the Nextiva App

Business phone installation isn’t complete without downloading the Nextiva App, a softphone available on mobile and desktop. This softphone app empowers remote employees to work from anywhere while staying productive.
Another advantage of a softphone app like Nextiva is that employees can manage their voice settings directly. For example, if you’d like calls to your personal number to be forwarded directly to your virtual number, you can set that up in a few steps within the app.
Nextiva users can also send and receive text messages from the app. This adds a new vector of communication to your business phone service!

10) Build a conference bridge

You can host a conference for up to nine participants. This is free on Nextiva’s Professional and Enterprise plans.
Define a phone number for both external and internal callers and add everyone on one phone call. Moderator tools improve conference calling by allowing hosts to mute attendees, invite new attendees, or record conference calls.
With business VoIP from Nextiva, conferencing is effortless. Send an invite with a phone number and a conference ID in an email to any attendee. Clicking the link to load the full number and join the call is easy.

Related: What Is a Conference Bridge & How Do You Choose One?

Are you considering using a VoIP alternative for your business?
Voice over Internet Protocol (VoIP) is one of the fastest-growing business solutions around.
VoIP replaces your landline telephone with one that establishes calls over the internet. You can talk with anyone using your mobile phone, laptop, or desk phone.
Once you’re connected to the internet, you can make and receive calls using a business VoIP phone system.
To help you decide which choice is best for you, we’ve rounded up the top VoIP options and VoIP alternatives. Here’s a rundown of which ones made the cut:

• Nextiva
• Google Voice
• Skype
• WhatsApp
• MagicJack
• Spoke
• TextRequest
• ZipWhip
• Viber

Whether you’re looking for a VoIP or VoIP alternative for your business, there are plenty of great options for every budget.
A VoIP phone system provides access to call recording, call forwarding, conference calls, and so much more.
Small businesses, enterprises, call centers, and remote teams take advantage of VoIP solutions. The low price, reliability, and features make it quite attractive.
Compared to landlines, a VoIP service provider can save you up to 65% off of your phone bill.
All you need is a high-speed internet connection. Just plug your phone (or download a VoIP app), and you’re done.

Related: The Top RingCentral Alternatives for Business Phone Service

9 VoIP Alternatives for Your Business

You could spend all day researching VoIP phone systems and other good alternatives.
But we’ve already done the heavy lifting for you.
So here’s how the top nine VoIP and VoIP alternatives compare.

1) Nextiva

As the leading VoIP platform, Nextiva provides a full range of solutions for businesses to stay in touch with employees and customers. Examples include business phone service, collaboration tools, call center software, and more.
With superior voice quality, customers won’t even realize you’re using VoIP. They might ask if you got a new phone because the quality is outstanding. You’ll see a significant difference in your expenses.
And it’s not just the financial perks that make Nextiva a top contender. With Nextiva, and you’ll be able to:

• Send unlimited texts from your mobile phone or desktop.
• Route calls to the right department with an auto attendant.
• Get voicemails in your email and read them on-the-go.
• Forward your calls whenever and wherever you want.
• Enjoy unlimited calling in the United States, Canada, and Puerto Rico.
• Collaborate with your team over HD quality video conferencing.
• Send and receive faxes just like email whenever you need them.

You’ll find everything you need to run your business without physically being in the office with Nextiva.
And you’ll no longer have to worry about being held back by a landline phone system. With cloud PBX, you can make calls and manage your phone service from anywhere.
Nextiva’s cloud communications network offers an impressive 99.999% uptime. This enterprise-grade reliability means you can stay in touch with more customers and employees wherever they are.
The company’s in-house customer support team is unbeatable. It’s why the company was awarded five years in a row for its service to customers.
The best part is that you can score all these features for as low as $30/month per user.

2) Google Voice

The free Google Voice app is a notable alternative to VoIP. However, it won’t give you the full features of a complete business phone system because it doesn’t offer too much customization.
Despite this, Google Voice still offers capabilities worth noting, such as:

• Seamless integration with your G Suite. You can coordinate it with your Google Calendar and Hangouts effortlessly. This may be attractive to some Android users.
• Auto attendants and voicemail transcription.
• Unlimited text messages and calls from the U.S. and Canada.
• Built on the scalable Google Cloud network.
• Side-by-side integration into Gmail.

Google Voice services start at just $10/month for up to 10 users. For an extra $10/month, you can upgrade to unlimited users and domestic locations.
The premium version of their service offers advanced reporting and international locations. Heads up: these added upgrades will cost extra every month.
There’s also no guarantee that when you call customer support that you’ll be speaking to someone in-house. This can make getting help a bit more challenging, especially while you run a business.
Take to heart that Google Voice isn’t very customizable. For instance, custom outbound caller ID, call forwarding rules, and dedicated conference bridges.
Related: 40+ Best VoIP Features Your Small Business Can’t Do Without

3) Skype

Skype is one of the original VoIP alternatives to a costly telephone plan, and it remains one of the most popular.
After Microsoft acquired Skype, Skype for Business Online system became Microsoft Teams.
With this communication tool, you can:

• Place video and phone calls through their app from mobile devices or smartphones, laptops, and desktops.
• Chat via instant messaging.
• Enjoy 10 GB of file storage within the app.
• Share your screen and files with anyone in your chat.

Skype lets you make and receive calls, chat, and share files. It comes in handy for communicating with your team.
It won’t give you voice answering features, auto attendants, call routing, or call forwarding to serve your customers.
If you’re loyal to Microsoft, then a phone system that integrates with Teams is a better option.
Voice calling from Microsoft gives you a handful of VoIP features. You can manage hold music, send calls to voicemail, offer customer support, and use an admin center to track your calls.
This level of access can run you $8 for the phone system, $12 for 3,000 minutes in the U.S. and Puerto Rico, and $24 for 600 international minutes.
Business phone service can get rather pricey, depending on your usage and Office 365 plan.

4) WhatsApp

WhatsApp is a popular messaging and communication app used to chat with people all over the world, just like Skype.
Yet many people are surprised to learn that it’s also a VoIP alternative. It employs VoIP technology for its voice and video calls with decent quality.
The WhatsApp Business App is free to download and geared towards small business owners.
With this level of service, you can:

• Connect with customers and respond to their inquiries within the app via their chat feature.
• Use quick replies and automated messages to help streamline and speed up your responses.

To use WhatsApp for larger businesses, head over to the Business API. You’ll find all those same features, just on a bigger scale. The emphasis is on messages with images, videos, and GIFs.
One considerable downside is that while you may be able to send as many as 20 messages per second, there’s no guarantee of a 100% delivery rate. Their website mentions a few reasons for this instability.
Also, the Message Templates in WhatsApp don’t allow you to send promotional messages. This restriction may limit how you can use them.
WhatsApp may be an excellent tool for communicating with your customers via text. But it won’t help you manage inbound calls, large call volumes, or voicemail messages like Nextiva.
Instead, think of it as a virtual chat with your customers, which may be very limiting for some businesses.

Differences between VoIP and a traditional phone system.

5) MagicJack

MagicJack may be better known for its home VoIP service, but they offer a business option as well.
With this enterprise plan, their robust VoIP system gives you features like:

• Unlimited calling in the U.S. and Canada
• On-hold music
• Caller ID
• Call forwarding
• Voicemail
• Conference bridge

MagicJack has a 99.99% uptime guarantee, and their phone lines cost as low as $15.99 per month per line.
But if you’re looking for features like an auto-attendant or virtual fax, you’ll need to upgrade with their premium add-ons. MagicJack states their platform does not offer access to emergency calls or text messaging.
The auto-attendant feature costs an additional $10 per month.
Need virtual fax? That’s another $5 per month.
Now the monthly cost for both features, plus the baseline service, brings you to $30.99 per month.
As for your voicemail, you’ll get a notification on your phone and via email. But it won’t send you a voicemail transcription to email. The fine print indicates the company may assess a fee for phone number porting. This point alone makes it a tough pill to swallow if you’re looking for a VoIP alternative.
So MagicJack has its limitations and comes in at a higher price point than most. It’s ideal for a home phone service.

6) Spoke

Spoke is a phone service in that it turns any mobile phone into a full-fledged business phone system.
Instead of buying phones for your employees, you can use their cell phones as business phones.
Their modern cloud PBX system boasts features like:

• Auto-attendants
• Call groups
• Voicemail to text
• Conference calling
• Scalability with multiple IVRs and locations
• Call recording (for legal purposes, training, and quality assurance)
• Masking your employees’ personal phone numbers
• Office hours: Employees can set their phones to Do Not Disturb mode during off-hours
• Calls made to the United States and Canada are $0.014 per minute

AI powers all Spoke’s call routing, which you can also program to suit your company’s needs.
These features come at a steep cost, though.
For internal-only calls to and from your customers and between teammates, you’re looking at $9.95 per month.
Above that, you can add features like transfers, conference calls, voice notes, and app integrations for around $35 per month. The company’s terms state a minimum of three lines is required along with a prepaid contract.
Call recordings, for example, cost one cent per minute. And calls and extra phone numbers will also cost you more.
If your business needs every feature just mentioned, you’ll have to call for pro pricing. You should research your exact phone usage and forecast future use to avoid a surprising business phone bill later.

7) TextRequest

TextRequest is like WhatsApp since lets small businesses send text messages to their customers.
With this option, you can text customers appointment reminders, send them promotions, and keep in touch.
You can also send mass texts without your customers knowing the other recipients.
Some other features with this service include:

• Unlimited users
• Unlimited group messaging
• Picture messaging
• Message forwarding
• Autoresponders
• Saved responses
• Unlimited chat history
• Landline texting

These TextRequest features allow you to communicate with your employees. This will keep everyone on the same page and in the loop.
TextRequest’s text-based communication system isn’t exactly cheap to use.
To access these text features, you’ll find plans as follows:

• Basic starts at $49/month for 1,000 texts
• Starter starts at $119/month for 2,500 texts and $0.04 for each additional text sent
• Corporate starts at $249/month with 6,500 texts and $0.03 for each additional text
• Enterprise starts at $499/month with 20,000 included texts and $0.02 for each one after that

If texting is all you need, TextRequest offers a plan for every budget. But it would be unwise to think of it as an alternative VoIP solution.
Related: Is VoIP Reliable? Nine Facts You Must Know

8) ZipWhip

ZipWhip is another text messaging-only solution, so it doesn’t offer the full features of VoIP either. However, it’s a different alternative to the others on this list.
With this communication system, you can turn your existing business phone number into an SMS-ready phone number. This means your customers can text your business number, and the message will go to your computer or mobile phone.
The types of messages you can send with ZipWhip include:

• Billing reminders
• Service and support
• Marketing and promotions
• Recruiting
• Alerts and reminders of upcoming appointments

You can use templates, schedule messages to deliver in the future, and set up auto-replies. You can even add emojis to your texts and personalize your messages.
All these will help you complete marketing tasks in batches. You can send group messages to up to 50 contacts at once.
ZipWhip also integrates with your other apps to allow for seamless communication.
You’ll have access to ZipWhip’s message reports and analytics features to see how your messages are performing as well.
Here’s how ZipWhip’s pricing plans work:

• Starter ($25 per month) includes 500 messages for one user and one phone line.
• Unlimited ($60 per month) includes Unlimited messages for up to three users on one line.
• Premium ($125 per month) includes Unlimited messages, five users, and one line.

This style of communication costs more than using Nextiva and other VoIP alternatives.
And you’ll still lack a solution for your team/customer phone calls.

9) Viber

Viber is a free and secure call and text messaging application that’s quickly growing in popularity.
Its capabilities let you:

• Text, call, or video chat with your customers.
• Create group chats to stay in touch with an unlimited amount of users in your community.
• Use chat extensions to add music, GIFs, videos, events, and more to your chat.

As for their security, your information and messages are encrypted. So no one else, including other Viber users, can read your messages.
Another layer of security they’ve added is verifying the identity of whom you’re chatting with by using secret keys. This means you won’t have to worry about who’s on the other end.
Viber also lets you make voice calls both domestically and internationally. You simply buy credits or a calling plan that lets you pay-as-you-go.
For an unlimited plan to make calls in the U.S., you’ll pay $5.99 per month. Or you can purchase 263 minutes for as low as $4.99 per month.
You can also use Viber’s VoIP system (known as Viber Out) for business or personal use. This lets you call any phone number, both international and domestic, for a low rate. U.S.-based calls, for example, will run $1.90 per minute.
The Viber Out service doesn’t give you any additional features from their regular service. But it does provide an on-demand VoIP service when you need it rather than having to commit to a monthly contract.
However, the latter is more affordable than paying as you go, which is something to consider.
Related: How to Switch to VoIP and Save Up To 60% off Landlines

Final Thoughts on VoIP Alternatives for Your Business

VoIP and VoIP alternatives give businesses more features than a traditional phone system. And the price is usually far less than what most are already paying.
Now you can work from anywhere in the world, across many devices, seamlessly. Teams can collaborate via video chat and instant messaging when they can’t be there in person.
Plus, VoIP allows you to communicate easily with your customers. You’ll avoid miscommunication and boost your outreach efforts.
You can route calls to the right department instead of a live operator. And you can save time with getting your voicemail messages delivered right to your inbox.
To realize these benefits, start with the top cloud phone system mentioned in this guide. It provides an affordable, feature-rich phone system that’s designed specifically for businesses.
The possibilities are endless with VoIP and your savings add up fast.
You’ll appreciate the perfect blend of features, service, and reliability VoIP provides. Learn more about the advantages of a cloud-based phone system.
And if you are considering Nextiva for your next cloud phone system but need a little more research, we created an easy-to-read list of Nextiva alternatives, their features, and their pricing.
Don’t Miss: Looking for Alternatives to 8×8? Read This!

You know that settling for the same old strategies, software, and approach isn’t going to help your business succeed. Luckily, new digital tools that can improve your business workflow are popping up left and right.
VoIP phone service is no different.
Hosted VoIP gives you advanced PBX (Private Branch Exchange) features without setup costs. It also helps you integrate voice with other channels.
So, how do you switch to VoIP, and can you use some elements of a VoIP platform for free?
To switch from a traditional phone line to VoIP, you’ll need to get in touch with a VoIP provider. You’ll just need an internet connection good enough to support it (think broadband connections).

If you’re looking for a more comprehensive walkthrough, this step-by-step guide will give you everything you need to know to set up a virtual phone system. It’s easier than you think!

How to switch to VoIP in 9 steps

1. Plan The Switch to VoIP
2. Test if Your Internet Connection is Good Enough for VoIP
3. Prepare Your Network Infrastructure
4. Find the Right VoIP Provider
5. Take Advantage of Advanced Business Phone Features
6. Choose Your VoIP Hardware
7. Train Your Staff
8. Install a VoIP Phone System
9. Save up to 90% on International Calls

1) Plan the switch to VoIP

Switching your traditional phone system to Voice over IP used to be a massive project.
Previously, you had two dozen other steps to set up a private branch exchange at the office. The VoIP requirements and hardware costs alone were insurmountable for small or medium-sized businesses.
With cloud PBX solutions, this is no longer the case. But it’s still a significant switch in technology. Don’t jump into switching to a VoIP without the right infrastructure or training in place. It all begins with a plan.

2) Test if your internet connection is good enough for VoIP

With VoIP technology, voice data goes over the internet to telephone networks. A fast and stable internet connection is the foundation of a healthy VoIP system.
We recommend a wired broadband connection with at least 100 kbps (or 0.1 Mbps) per line. For 20 lines, you should have at least 2 Mbps.
Both download and upload speeds need to meet this requirement. A fiber-optic connection is best, but business-class cable or DSL internet connection would work just as well.
You can also use Wi-Fi to run your VoIP phone system. The only difference being that your connections aren’t wired.
Test if your connection is fast enough with our VoIP Speed Test. If your current internet isn’t fast enough, you need to upgrade it before switching to VoIP.

3) Prepare your network infrastructure

Even if you’ve got the bandwidth covered, your network hardware might not be up to the task. If you use a wireless router or multiple routers, you’ll need to make some changes.
VoIP technology works best wired directly into a router or switch setup. Plug every phone into the network switch with Ethernet cables. Those network switches then connect into the router for fast and intelligent network performance.
Larger offices might need several switches and a Virtual LAN (VLAN) configuration. A VLAN is intended to intelligently segment the network by MAC addresses in an organized, strategic way. This improves VoIP device performance by lowering network congestion.

Layered routers can impact VoIP calls and cause technical issues. That’s why you should use a switch instead. Your network switch must be able to handle VoIP traffic.
Avoid using a “double NAT,” which means two separate networks internally before reaching your ISP. Crucial functions in the SIP protocol require the router to dynamically permit traffic from your VoIP provider. Using multiple routers in a serial fashion interferes with establishing reliable phone calls. Don’t forget to turn off SIP ALG.
A gigabit Ethernet switch like Ubiquiti’s EdgeSwitch is ideal for SMBs. Larger offices should take a look at Cisco’s managed network switches.

4) Find the right VoIP provider

Most small businesses aren’t prepared to spend thousands of dollars just to get started with VoIP. With a cloud PBX solution, you won’t have to.
That doesn’t mean that you can choose any company and experience overnight success. Great internet service, the perfect network, and top-of-the-line phones don’t necessarily guarantee better call quality. The data centers of your VoIP provider are a vital factor.
Accessing a distributed network of data centers means your phones connect to the fastest, lowest-latency VoIP servers to complete high-quality phone calls. Nextiva has eight of them strategically located across the United States.
At Nextiva, call quality, security, and reliability are things you don’t need to worry about anymore. We’ve got you covered with 99.999% uptime, unsurpassed call quality, HIPAA compliance, and more.
If you’re worried about how much Nextiva costs, don’t. Our basic plans start at just $20/user per month. All the benefits of VoIP and award-winning customer support at a much lower price than your traditional phone service plan—what’s not to love?

Get a modern phone system loaded with everything
your business needs. Get a free quote today!

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5) Take advantage of free advanced business phone features

Once you’ve decided on a provider, you should implement essential business phone features. Without these features, your new VoIP phone system might only make or receive phone calls.
Ensure your shortlist of VoIP providers includes these features as part of their standard package.

– Auto attendant

An auto attendant is the foundation of the modern contact center. Customers that call your business are always guided to the right department by using numbers on their phone’s dial pad. Now, smaller businesses get this functionality built into their company’s phone service.

– IVR (Interactive Voice Response)

IVR, or Interactive Voice Response, is a telephone menu that helps companies route incoming calls. Caller input is based on speech recognition. The IVR then routes them to the appropriate number or representative.

– Automatic call forwarding when busy

Sometimes two customers call at the same time. With automatic call forwarding, you ensure that VIP clients never have to wait.

– Call queuing

Customers hate busy signals more than hold music or ringback tones. If they can’t reach your customer service, they might give up on trying.
Call queuing, also known as call waiting, always keeps your line open. Callers wait for their turn; the line connects when your agent is next available.

– Conference bridge

One of the advantages of a VoIP system is the ability to host conference calls for free. This eliminates long-distance calling expenses and improves collaboration. Before you can use conference calling, you have to set up a conference bridge.
Some VoIP providers even include video calling in their packages. This makes it even easier to collaborate. You’re not forking out expensive charges to enable video conferencing.

– Extension dialing

With extensions, you can create a unique number for every agent or team in your business. Your customers can call the right department directly when they call your main line, or toll-free number.
It’s crucial to set up extensions when going live so employees can easily transfer calls. Plus, customers can fast-track their way to the right staff when they call.

– Voicemail forwarding

Voicemails left on VoIP phones are saved on servers hosted in the cloud. You can access them from anywhere. Voicemail forwarding can be set up for email and text messages.
This feature is great for your teams working remotely. If you’re busy, you can easily delegate customer needs to more-equipped members of your team.

6) Choose your VoIP hardware

The next step is figuring out which VoIP hardware will be the best option for your office.

8) Install your VoIP phone system

Once you’ve got all your ducks in a row, it’s time to move on to the installation. The complexity differs from business to business. It also depends on the hardware setup you choose.
For SMBs, it could be as simple as plugging in a few phones at the office. For a larger office with multiple switches, it can be a project for several people.
Connect your VoIP phones to a network switch with Ethernet cables. For non-PoE setups, you also need to plug in the included AC adapters.

Related: What Is a Contact Center? Definition, Features, and Uses

1) What equipment do you need to switch to VoIP service?

To switch to VoIP service, you need an IP-enabled phone or VoIP phone adapter, a router, and an internet connection.
With hosted VoIP, you can handle voice calls directly from your computer or smartphone. You don’t need any extra equipment at all.

2) Can I use my regular phone with VoIP?

If you have an internet connection and a router, you can use your regular phone with a VoIP adapter. You will, of course, also need a VoIP provider to be able to make and receive calls.
Some providers even have the option to hide your caller ID. This means you can use a personal phone to make business calls. The person you’re calling won’t be able to see your personal number; it’ll show your business’ VoIP phone number instead.

3) What is a free VoIP phone number for?

VoIP phone numbers work exactly like a regular telephone number. You dial the number, and you reach the VoIP phone on the other end.
With hosted VoIP, they work a little bit differently. You can freely redirect numbers to different locations. Let’s say a customer called your Texas branch office. If all agents are busy, someone in Colorado can answer the caller.
This helps with area code confusion, too. Your customers might not answer the phone if they’re in Texas and receive a call with an area code in Colorado. But this system allows you to call them using a VoIP phone number with a Texas area code—one they recognize.

4) Can VoIP numbers receive texts?

Chances are, you’re already sending and receiving VoIP texts without even realizing it. Instant messaging platforms like iMessage and WhatsApp send texts via the internet.
That’s why you can still send SMS messages without a network connection, nor any extra charges.
Similarly, VoIP phone numbers can receive texts, but it depends on the provider. Some don’t offer texting capabilities as part of their package.

5) How do I switch my landline to VoIP?

You can convert your landline to VoIP by investing in a VoIP phone or adapter. Also, sign up for a VoIP service for basic and advanced features.
For more detailed instructions, follow the steps in this comprehensive VoIP implementation guide.

6) How do you set up a VoIP phone?

To set up a VoIP phone, plug it into your router or network switch with an Ethernet cable. If it is not a PoE-enabled setup, plug in the AC adapter as well. You won’t need to do any further setup if it’s from your VoIP provider.
If you bought the phone from a non-VoIP service provider, you might have to register the phone’s MAC address and input the SIP server settings before you can use it.

Picking a Voice over Internet Protocol (VoIP) system seems like a lot to consider. There are just so many options and VoIP configurations available.
To help you out on your mission to upgrade your commercial phone service, we’ve put together a list of 17 dos and don’ts to give you some guidance.

DO: Evaluate VoIP requirements

Knowing how many phone lines you will use a year from now will help you plan effectively. How many business phone lines will you use consistently? How many calls does your office handle at the same time? Are you all in one office, do you have multiple locations, or is everyone working from home?
These questions and more are incredibly relevant to the results you get when you switch to a cloud phone system. It’s helpful to document the specifics of your business and reference them while researching a provider.

DON’T: Miss out on essential VoIP features

There is a lot more to a VoIP system than the ability to make calls. Make a list of features that you’ll need. Then do some research on available features or review some feature lists. If you’re not sure about a feature, ask. There are many forums where you can chat with experts or sales representatives who would be both knowledgeable in the subject and more than willing to assist.
Here are several top VoIP features to consider:

• Multi-level auto attendants
• Call forwarding
• Toll-free business number
• Call recording
• Conference calling
• 1:1 video chat
• Text messaging
• Online faxing service
• Mobile and desktop calling apps

Related: 40+ VoIP Features Your Small Business Can’t Do Without

DON’T: Overestimate available network bandwidth

Expect that VoIP calls will take around 100 Kbps of bandwidth. That’s not a lot of download bandwidth, but depending on the packages available by your ISP, it might be a lot of upload bandwidth. You’ll want to multiply this by the number of phone calls happening on your network with your VoIP architecture.
Many business activities can consume upload bandwidth that might be necessary for your phones. A few examples are automated backup of files or computers, ongoing web meetings, or live streaming a company-wide event.
Running out of upload bandwidth degrades the quality of your phone conversations. It results in your customer not being able to understand you because your voice is breaking up.
Related: How Much Data Does VoIP Use?

DO: Run tests and check latency

Depending on which business VoIP provider you choose, you might need to use additional hardware. It might be worth it to ask for an IP address your network specialists can test.
The further their servers are from your business, the longer it takes data to get there and to come back. It might only be by milliseconds, but you’ll undoubtedly notice when it gets longer. Even some worldwide providers may only have one or two servers in any given country. Or the nearest one might be thousands of miles away.
Running tests to the WAN IP will provide you with accurate data to make decisions. Likewise, performing a VoIP speed test during the workday will give you realistic network performance benchmarks.

DO: Consider wired over Wi-Fi

Your open floor plan and lack of seating arrangements may be an aesthetically pleasing office design, but how are your agents going to get work done? When it comes to phone calls, predictability is a great asset. Knowing where your phone is, what shows up when you dial out, and your direct dial phone number are all benefits.
With wired phones, there’s rarely any outside interference. The audio quality is a key benefit. The connection to the internet is stable and is noticeably faster. If your office has a lot more space, then it might be cost-prohibitive to have an Ethernet drop at every desk.
In these cases, a strong Wi-Fi signal with extra wireless access points (i.e., mesh Wi-Fi or WDS) for your office might be more beneficial, as they allow your agents to use a VoIP softphone on their computers.

DO: Evaluate network hardware and accessories

Understanding your local network is helpful in quickly implementing a new VoIP service into your business environment.
Routers and gateways rented from your Internet Service Provider (ISP) typically offer fewer VoIP configuration options. Replacing that network device with a standalone modem and a separate router gives you more control. It also provides a better environment for VoIP calls.
One upgrade to think about is Power over Ethernet (PoE). These network switches reduce the number of power cords in the office if you’re using desk phones.
If you have a crowded office, you might want to consider getting headsets with acoustic fencing and noise cancellation.
Related: 10 Best VoIP Routers to Buy

DON’T: Assume you need VoIP phones

While desk phones are great pieces of hardware and can improve the overall audio quality with some manufacturer innovations, they aren’t always necessary. Purchasing and receiving phones takes time, even if you spring for the overnight shipping. Many VoIP providers also provide softphone applications for smartphones or computers.
With a headset and a laptop, the business phone is as mobile as any remote worker. It doesn’t have to be costly to improve everyone’s calling experience.
On a cell phone, you can use LTE data to have an HD quality call in a cafe, or a restaurant. Today’s workers aren’t necessarily in the office, and their phones shouldn’t be either.

DO: Set up data prioritization / QoS

Understanding the ebb and flow of your bandwidth utilization is important in maintaining a high-quality VoIP connection. Delays by even a fraction of a second are noticeable, so every bit of speed counts.
Configuring data prioritization or Quality of Service (QoS) is a method that you can use to regulate and balance the flow of voice and data traffic through your network. QoS is managed within your router to prioritize voice data over other kinds of data that may not be as real-time, but you should consider prioritizing VoIP devices on your switches as well. This way, the entirety of your network operates with efficiency, and your telephone traffic is treated like a VIP.
Using a Virtual Local Area Network (VLAN) tagging to segment your voice and data can assist in building a QoS configuration network-wide.
Related: A 5-Step VoIP Implementation Guide

DON’T: Get stuck with poor voice quality

Lots of factors affect voice quality, internet quality, and stability. For instance, if a call travels through the traditional telephone network (PSTN), or even the type of handset of the phone you’re using.
The goal is to control what you can. Work with your internet service provider to provide long-term monitoring of your internet connection to check for packet loss and signal disruption. Lost voice packets are lost bits of conversation.
Make sure your phones or softphones support HD-Voice codecs. Purchase conference phones optimized for your conference rooms.
When all else fails, work with your VoIP service provider to identify and isolate the source of any audio or network issues.
Related: VoIP Installation Checklist: How to Set Up Business VoIP In 12 Easy Steps

DO: Verify phone number portability

Not all service providers can handle all phone numbers. Service providers can be carriers themselves or peer with carriers to hold and provide connectivity to phone numbers. The more remote your location, the harder it is to have a footprint in the area with which to provide service.
When you’re in conversation with a cloud phone provider, ask them to check the portability of your number. It’s better than selecting one and finding out that they can’t port your phone number.
Related: What Is VoIP Number Porting? How Does It Work?

DON’T: Keep using your old machine for faxing

Faxing is not dead — many industries rely heavily on faxing. However, that doesn’t mean that you need to keep a landline open and continue using an old fax machine. Check out an online faxing service (also known as e-faxing). These solutions let you send and receive faxes via email or a web portal.
If you’re in an industry that cares about HIPAA, ensure that your fax service is HIPAA compliant. It may require a hardware option to hook into your fax machine called a fax bridge, but it will meet the HIPAA guidelines for compliance.
Did you know that Nextiva includes online faxing with its business phone service? You won’t need to pay for an online fax service again!
Related: How to Fax Online: Send & Receive Faxes in 3 Steps

DO: Get familiar with your VoIP phone system dashboard

You could call into your provider with every change that you want to make in your system. Most of them will happily make any required changes. However, the process of calling in and having someone else perform the work can take a lot of time.
As an internet phone service, Nextiva provides an easy-to-use portal for managing the entire account. Resetting passwords, adjusting call forwarding, changing voicemail PINs, and more can be done online.
Managing your business phone account online could ultimately save you time and money during a busy workday.

DON’T: Avoid training materials

We get it; you don’t like to read instruction manuals. But for your phone system, you should at least take a peek to see how to tailor it to your business needs.
Nextiva has put together easy-to-read support resources to keep you and your team productive. Check out our Quick Reference Guides and user manuals for many popular VoIP devices.
Every bit of knowledge has value in limiting the amount of time you spend asking for help and increases your value to your company.

DO: Plan out phone extensions

When your VoIP system lets you define everyone’s phone extension, and the extension for advanced features, it can get confusing. It’s best if you develop an organized system for providing extensions.
You can define the first number by the location. For instance, consider this approach:

• HQ is 1000-1999
• Satellite office is 2000-2999
• Warehouse is 3000-3999
•     Keep user extensions within the 1-200 range for each office.
• Automated Attendants and Call Groups 300s
• Call Centers 400s
•     Make every office’s group page number 999

This way, just from the phone extension number alone, you can get an idea of the groups and the people behind them. Grouping and identifying extensions can keep your offices organized and eliminate the need to have expansive reference lists.
Related: How Do I Get a Business Phone Number?

DON’T: Skimp when choosing a VoIP provider

Selecting the cheapest phone system might seem like the best option, but it never pays off. Cloud PBXs today provide so much more than phone service. The cheapest one might not yield the highest return on your investment.
Look at the other tools you’re currently using:

• Conference calling and web meetings
• Online surveys and polls
• Sales pipeline CRM
• Customer helpdesk
• Website chat
• Team chat and collaboration

These “small” expenses add up. It might be more valuable to opt for a unified communications solution that can eliminate costly tools in one platform.
When discussing your company’s phone service needs, don’t be afraid to ask if they have a CRM or online survey solution to trim those extra costs.
Compare the features mentioned earlier against all the VoIP providers to ensure that they have everything you need to succeed.

DON’T: Forget about custom greetings

If you want to maximize the professional appearance of your company, big or small, you can use a custom greeting. These recorded messages are played to callers, giving them precise instructions during your VoIP call flow.
Greetings for your phone system can be made better with a trustworthy and professional voice recording. (Nextiva itself has a sound studio just for this purpose.)
Enhance your hold music with special offers or reminders. Even voicemail greetings can provide additional value by ensuring you ask for all the relevant details that your customer can leave in their voicemail message.
Custom greetings can provide you an edge over your competitors, and enhance the customer experience with your company.

DO: Take your VoIP security seriously

Users and administrators should have strong passwords. Avoid sharing logins and passwords since they can be misplaced or even fall into the wrong hands.
Even with Network Address Translation (NAT), you need to keep the firmware on your router updated. These updates improve the performance and phone system security for everyone’s peace of mind.
Review your call logs and analytics for unusual call volume, and you’ll save money from fraudulent activity and protect your customers’ information all at the same time. Plus with call encryption, you’ll shield conversations from prying eyes (and ears).
Related: Is VoIP Reliable? Nine Helpful Tips Before You Switch
Hopefully, these dos and don’ts help you plan out your phone system upgrade. Configuring VoIP is simpler than you think.
If you have any questions, just ask. Our team is ready and willing to help you take advantage of the benefits of a cloud phone system.