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. What is the one thing the Hoosier legal status quo hates more than a whistleblower? A lawyer whistleblower taking on the system man to man. That must never be rewarded, must always, always, always be punished, lest the whole rotten tree be felled.

  2. I want to post this to keep this tread alive and hope more of David's former clients might come forward. In my case, this coward of a man represented me from June 2014 for a couple of months before I fired him. I knew something was wrong when he blatantly lied about what he had advised me in my contentious and unfortunate divorce trial. His impact on the proceedings cast a very long shadow and continues to impact me after a lengthy 19 month divorce. I would join a class action suit.

  3. The dispute in LB Indiana regarding lake front property rights is typical of most beach communities along our Great Lakes. Simply put, communication to non owners when visiting the lakefront would be beneficial. The Great Lakes are designated navigational waters (including shorelines). The high-water mark signifies the area one is able to navigate. This means you can walk, run, skip, etc. along the shores. You can't however loiter, camp, sunbath in front of someones property. Informational signs may be helpful to owners and visitors. Our Great Lakes are a treasure that should be enjoyed by all. PS We should all be concerned that the Long Beach, Indiana community is on septic systems.

  4. Dear Fan, let me help you correct the title to your post. "ACLU is [Left] most of the time" will render it accurate. Just google it if you doubt that I am, err, "right" about this: "By the mid-1930s, Roger Nash Baldwin had carved out a well-established reputation as America’s foremost civil libertarian. He was, at the same time, one of the nation’s leading figures in left-of-center circles. Founder and long time director of the American Civil Liberties Union, Baldwin was a firm Popular Fronter who believed that forces on the left side of the political spectrum should unite to ward off the threat posed by right-wing aggressors and to advance progressive causes. Baldwin’s expansive civil liberties perspective, coupled with his determined belief in the need for sweeping socioeconomic change, sometimes resulted in contradictory and controversial pronouncements. That made him something of a lightning rod for those who painted the ACLU with a red brush." http://www.harvardsquarelibrary.org/biographies/roger-baldwin-2/ "[George Soros underwrites the ACLU' which It supports open borders, has rushed to the defense of suspected terrorists and their abettors, and appointed former New Left terrorist Bernardine Dohrn to its Advisory Board." http://www.discoverthenetworks.org/viewSubCategory.asp?id=1237 "The creation of non-profit law firms ushered in an era of progressive public interest firms modeled after already established like the National Association for the Advancement of Colored People ("NAACP") and the American Civil Liberties Union ("ACLU") to advance progressive causes from the environmental protection to consumer advocacy." https://en.wikipedia.org/wiki/Cause_lawyering

  5. Mr. Foltz: Your comment that the ACLU is "one of the most wicked and evil organizations in existence today" clearly shows you have no real understanding of what the ACLU does for Americans. The fact that the state is paying out so much in legal fees to the ACLU is clear evidence the ACLU is doing something right, defending all of us from laws that are unconstitutional. The ACLU is the single largest advocacy group for the US Constitution. Every single citizen of the United States owes some level of debt to the ACLU for defending our rights.

ADVERTISEMENT