We try our best to always deliver a high quality, consistent and repeatable service to all of our customers and partners.

As we innovate and deliver additional services and features, improved scalability and integration options, we document and make available many 'How To' guides to our customers. Several of these guides, as well as answers to other Frequently Asked Questions are available below.

If you have other specific questions or need further support please contact our support team directly through the Contact Support section of this website

What is VoIP ?

Voice over Internet Protocol (IP) is a technology that allows voice to be sent over any IP enabled private Network or public network such as the Internet.  Using a broadband Internet connection and subscribing to a VoIP provider, such as Intellicom, allows a business to make normal phone calls to any local, mobile or international destination using the Internet and therefore this can facilitate enable considerable cost savings as there is no need to pay for line rentals for traditional Analogue or Digital phone lines such as PSTN or ISDN Basic Rate, Fractional Rate or Primary Rate connections.

What is a SIP Trunk ?

The Session Initiation Protocol (SIP) is a communications protocol for signalling and controlling multimedia communication sessions in Internet telephony for voice and video calls, in private IP telephone systems and in instant messaging over Internet Protocol (IP) networks.

A SIP Trunk is a logical IP connection between the IP Enabled Phones or Phone system in your office and an IP enabled Telecommunications service provider such as Intellicom. The SIP trunk can be configured to enable multiple channels to support multiple concurrent inbound or outbound calls at the same time. The number of channels is typically limited by your equipment, service provider or available IP Network capacity (every 10 x toll quality voice channels requires 1Mbit of symmetrical network capacity)

What is a Softphone or SoftClient ?

A softphone is a software program that can be installed on a Computer (desktop, laptop), Tablet or Smartphone and is used for making telephone or video calls over the Internet Protocol (IP).

Often a softphone is designed to behave like a traditional telephone, sometimes appearing as an image of a handset, with a display panel and buttons with which the user can interact. Intellicom offer a range of SoftClient applications based on our intellicom | infuse Communicator application. We also support a wide range of 3rd party standards based applications commonly available from App Stores or direct download from a vendor site.

What type of Broadband do I need to support VoIP calls ?

VoIP based calls will run on virtually any type of broadband connection including xDSL, Cable, dedicated fibre, licensed or unlicensed microwave or even 3 / 4G Mobile services. The primary requirement is for the link to be consistent and high quality with low latency. Voice and Video over IP will not tolerate broadband glitches or congestion and where a broadband link has a lot of jitter or packet loss due to congestion or poor quality connections or services the quality or usability of the communications will be severely degraded. A Toll quality call requires approximately 100Kbps of network capacity so for every 10 x concurrent calls you would need to assign 1Mbps of symmetrical network capacity to support that number of calls.

Are VoIP based calls the same quality as PSTN ?

Yes, Absolutely !. VoIP based communications are typically at least as good quality as a traditional phone line. Because VoIP uses digital technology and available network capacity is continually increasing High Fidelity calls are now also becoming more common. HD calls offer a far higher call quality than anything available on traditional phone lines. Poor Quality VoIP calls are Always as a result of poor network infrastructure or poor core systems technology. Intellicom deploy advanced call monitoring systems on a real time basis to always ensure the availability and high quality of services and calls through our network and core platforms.

What is PoE ?

PoE stands for Power Over Ethernet. Modern IP telephone handsets are basically ‘computers’ that are built specifically to support voice, video and/or unified communications functions. IP Phones require both a connection to a local Ethernet Network port and also to a source of Electrical power to drive the unit. Most IP phones can be powered via the use of an external Power Supply (similar to a mobile phone charger) Or they can derive power through the same Ethernet Network cable connecting the phone to the local Network. In this case the Ethernet LAN Switch must be PoE enabled to deliver Both Network connectivity and electrical power through the Same network cable. PoE connected phones reduce the amount of cables to each phone on each desk in an office and also mitigate the need for a spare electrical socket to be beside each phone.

What is Asterisk ?

Asterisk is an open source framework for building communications applications. It is probably the largest deployed telephony feature set in the World.

Asterisk turns an ordinary computer into a communications server. Asterisk powers IP PBX systems, VoIP gateways, conference servers and other custom solutions. It is used by small businesses, large businesses, call centers, carriers and government agencies, worldwide. Asterisk is sponsored by Digium.

Today, there are more than one million Asterisk-based communications systems in use, in more than 170 countries and supporting hundreds of millions of voice and video end points (Phones & Softclients).

Asterisk is used by almost the entire Fortune 1000 list of customers. Most often deployed by system integrators and developers, Asterisk can become the basis for a complete business phone system, or used to enhance or extend an existing system, or to bridge a gap between systems.

What is an IP PBX or VBX ?

Also known as a PBX, Unified Communications System or business phone system, a PBX acts as the central switching system for phone calls within a business. IP PBX systems handle internal traffic between stations and act as the gatekeeper to the outside world. The initials PBX stand for Private Branch Exchange, a very old fashioned term for a system that has evolved significantly over the past century.

A traditional PBX is made up of two key elements: lines and stations. The lines, sometimes called trunks, are connections to the global public switched telephony network (PSTN) by way of a telephone company. Stations are simply telephones or other endpoint devices like fax machines, modems and credit card terminals.

The original mission of the PBX was to provide shared access to limited resources. Rather than having a separate phone line for each phone, a business could share a small pool of lines across a much larger pool of stations. When a call came it was answered by an operator who then connected it with the appropriate person or department. When someone inside needed to make a call, the operator connected them with an available line. Frequently these early systems were simply called “switchboards”.

Over time, operators were replaced by electromechanical and later electronic systems for managing access to lines. Additional features were added to automatically route incoming calls, to allow active calls to be transferred between stations and to permit or deny calls based on various rules. Adjunct systems were added for voice messaging, call queuing and other value added services.

Today, a business phone system is much more than just a simple switch. Adjunct technologies like automated attendant, voice messaging, call queuing and multi-party conferencing have become standard features. Basic analog and proprietary digital phones are giving way to standards-based IP phones. Outside connectivity is now available over the Internet in the form of SIP trunks or other VoIP services.

When PBXs were originally developed, wireline phone calls were the only type of electronic communication available. Today, the communications landscape has expanded to include email, instant messaging, video conferencing, desktop sharing, SMS and mobile telephony. Unified Communications is a catch-all term that describes the process of merging all of these technologies and integrating them with business processes. Unified Communications aims to increase efficiency while simplifying management.

As most telephony solutions are now ‘software’ applications they can typically be deployed on on premises appliances (PBX) or has a Cloud based or Hosted solution where they can be known as VBX or Virtual Branch Exchange.

Intellicom | intune is a range of IP PBX and VBX systems offering a wide array of deployment options, significant scalability and advanced features and functions.

What are the benefits of VoIP over Traditional phone lines

VoIP based phone systems or phone Calls generally run across the existing Internet link into your office and, as such, they typically replace your existing PSTN or ISDN traditional phone lines. You can then immediately benefit from the cost savings associated with the cancellation of these lines. All existing numbers can be retained and moved to the VoIP infrastructure. 

VoIP based call charges are also typically lower than call costs associated with traditional phone line connections. 

VoIP based services allow for far greater flexibility, more resilience and Lower costs than traditional telephony lines and systems.

Is VoIP Secure ?

Yes !

Intellicom provide a highly resilient VoIP based infrastructure with multiple layers of physical and logical security. Services can be built and delivered to you up to and including dedicated private point to point Trunk lines between your offices and our carrier infrastructure and/or fully encrypted VoIP traffic flows.

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