ILNews

Start Page: Voices from the cloud

Kim Brand
November 6, 2013
Back to TopCommentsE-mailPrintBookmark and Share

Kim BrandAmerica enjoyed over a century of plain old telephone service (POTS). The reliability of POTS was envied by the rest of the world and taken for granted by most Americans. But we grew used to the sound quality of cell phones and Internet services were cheap to deploy. VOIP (Voice Over Internet Protocol) was born.

By now you have probably used a VOIP service. Skype is commonly used to make free international calls. Skype was a private company until they were bought by Microsoft for $8.5 billion. It’s amazing how much a business that gives stuff away is worth these days. Most VOIP providers charge for their service, however.

VOIP offers many attractive features. Among them, “cloud based” access to your office phone system. Conferencing, voice mail-to-email, call attendant services, cheap long distance, find me/follow me, etc., are the new normal. Some providers completely outsource your telephone equipment to the cloud where multiple servers create backups, improve uptime and expand features while reducing costs. But beware the dark side.

Quality of service

The great lie of VOIP is that you can trust the “commodity” Internet to deliver voice quality on par with the POTS service it replaces. If your sound quality expectation is a cell phone in the middle of a mile-long tunnel – maybe. VOIP can be better than POTS, but you need to pay attention to quality of service (QOS.) This scheme to guarantee the timing and delivery of “packets” of voice snippets is a critical element of a successful VOIP deployment.

Quality begins with the phone, extends to the wires and network infrastructure in your office and then to the connection of your Internet service at the ISP. If there is an interruption anywhere along that circuitous path you’ll experience skips, echoes and drops. Your experience may be intermittent; if you decide to download a large file or start an offsite backup, your connection quality may suffer. If your Internet is already slow, forget about adding VOIP.

We recommend a dedicated Internet circuit for VOIP – or one that implements some QOS standards. These circuits cost more. You may not be worried about waiting a few extra milliseconds for a Web page to download. But the same delay interrupting a conversation can be frustrating – and it can lead to misunderstanding.

If you rely on the Internet for your phone service, you are doubly exposed if an outage occurs. Back in the day you could rely on your phones to remain working through an Internet hiccup. Now it may be all or nothing.

Finally, we’ve had mixed luck sending faxes over phone lines that “create” dial tone from Internet connections. Inbound faxing is not such a problem since most offices prefer fax-to-email services that deliver PDFs to your inbox. But if you regularly send faxes, you’d be wise to install a separate POTS line for that. You’ll also need a POTS line for most security/fire alarm systems and elevator emergency phones.

VOIP billing changes

Most older phone service plans charged a service fee for the number of “lines” you needed. Basically this was the number of simultaneous conversations you could conduct. You might have had six lines but 12 phones. Your private branch exchange (PBX) made the connections; it probably cost thousands of dollars and was purchased upfront or on a lease with a term of several years.

VOIP services now charge for “call paths” routed directly to your phone and eliminate the PBX. If you have 12 phones you pay a monthly fee for 12 paths with little or no up-front expense other than the cost of the phones themselves (each which may cost $200 or less). If you are happy with the speaker and microphone built into your PC, or use a headset, you can get a “soft” phone for free. Most plug into the same network jack that your computer uses. Some allow you to plug your phone into any Internet connection and start making/receiving calls from anywhere. Wireless phones that use your office WiFi are available, too.

One local tech company, Fathom Voice, leverages Amazon’s cloud infrastructure to deploy their VOIP service. The system scales, replicates and upgrades itself automatically when you need it. Even better: The days when telecom service providers would need to ‘roll a truck’ to repair/configure phones are over. Most administration is done online.

Technology is rapidly making old-fashioned telephones obsolete. They had a great run and set a high bar for reliability and sound quality. But sometime soon, you will start hearing voices from the cloud.•

__________

Kim Brand is president of Computer Experts, Inc. and an adjunct professor of legal informatics at IUPUI. Contact Kim at info@ComputerExpertsIndy.com or call 317-833-3000. Opinions expressed are those of the author.

ADVERTISEMENT

Post a comment to this story

COMMENTS POLICY
We reserve the right to remove any post that we feel is obscene, profane, vulgar, racist, sexually explicit, abusive, or hateful.
 
You are legally responsible for what you post and your anonymity is not guaranteed.
 
Posts that insult, defame, threaten, harass or abuse other readers or people mentioned in Indiana Lawyer editorial content are also subject to removal. Please respect the privacy of individuals and refrain from posting personal information.
 
No solicitations, spamming or advertisements are allowed. Readers may post links to other informational websites that are relevant to the topic at hand, but please do not link to objectionable material.
 
We may remove messages that are unrelated to the topic, encourage illegal activity, use all capital letters or are unreadable.
 

Messages that are flagged by readers as objectionable will be reviewed and may or may not be removed. Please do not flag a post simply because you disagree with it.

Sponsored by
ADVERTISEMENT
Subscribe to Indiana Lawyer
  1. File under the Sociology of Hoosier Discipline ... “We will be answering the complaint in due course and defending against the commission’s allegations,” said Indianapolis attorney Don Lundberg, who’s representing Hudson in her disciplinary case. FOR THOSE WHO DO NOT KNOW ... Lundberg ran the statist attorney disciplinary machinery in Indy for decades, and is now the "go to guy" for those who can afford him .... the ultimate insider for the well-to-do and/or connected who find themselves in the crosshairs. It would appear that this former prosecutor knows how the game is played in Circle City ... and is sacrificing accordingly. See more on that here ... http://www.theindianalawyer.com/supreme-court-reprimands-attorney-for-falsifying-hours-worked/PARAMS/article/43757 Legal sociologists could have a field day here ... I wonder why such things are never studied? Is a sacrifice to the well connected former regulators a de facto bribe? Such questions, if probed, could bring about a more just world, a more equal playing field, less Stalinist governance. All of the things that our preambles tell us to value could be advanced if only sunshine reached into such dark worlds. As a great jurist once wrote: "Publicity is justly commended as a remedy for social and industrial diseases. Sunlight is said to be the best of disinfectants; electric light the most efficient policeman." Other People's Money—and How Bankers Use It (1914). Ah, but I am certifiable, according to the Indiana authorities, according to the ISC it can be read, for believing such trite things and for advancing such unwanted thoughts. As a great albeit fictional and broken resistance leaders once wrote: "I am the dead." Winston Smith Let us all be dead to the idea of maintaining a patently unjust legal order.

  2. The Department of Education still has over $100 million of ITT Education Services money in the form of $100+ million Letters of Credit. That money was supposed to be used by The DOE to help students. The DOE did nothing to help students. The DOE essentially stole the money from ITT Tech and still has the money. The trustee should be going after the DOE to get the money back for people who are owed that money, including shareholders.

  3. Do you know who the sponsor of the last-minute amendment was?

  4. Law firms of over 50 don't deliver good value, thats what this survey really tells you. Anybody that has seen what they bill for compared to what they deliver knows that already, however.

  5. My husband left me and the kids for 2 years, i did everything humanly possible to get him back i prayed i even fasted nothing worked out. i was so diver-stated, i was left with nothing no money to pay for kids up keep. my life was tearing apart. i head that he was trying to get married to another lady in Italy, i look for urgent help then i found Dr.Mack in the internet by accident, i was skeptical because i don’t really believe he can bring husband back because its too long we have contacted each other, we only comment on each other status on Facebook and when ever he come online he has never talks anything about coming back to me, i really had to give Dr.Mack a chance to help me out, luckily for me he was God sent and has made everything like a dream to me, Dr.Mack told me that everything will be fine, i called him and he assured me that my Husband will return, i was having so many doubt but now i am happy,i can’t believe it my husband broke up with his Italian lady and he is now back to me and he can’t even stay a minute without me, all he said to me was that he want me back, i am really happy and i cried so much because it was unbelievable, i am really happy and my entire family are happy for me but they never know whats the secret behind this…i want you all divorce lady or single mother, unhappy relationship to please contact this man for help and everything will be fine i really guarantee you….if you want to contact him you can reach him through dr.mac@yahoo. com..,

ADVERTISEMENT