VOIP REQUIREMENTS, PRICING AND QUESTIONS
Everything You Need To Know About VoIP
If you’re looking for information about VoIP technology, we’re here to help! Here at Touch Base Telecom, we’re your local experts on all things VoIP. Every small business needs to have a reliable phone system, and after nearly 20 years in the industry we’re confident that VoIP is the best business phone option for companies both small and large.
General VoIP Questions
How does VoIP work?
VoIP is a way of transmitting phone calls through an internet connection rather than a standard analog telephone line. So when you make a call using a VoIP line, your voice is converted into a digital signal (called a voice packet) that’s then transmitted to the person you’re calling.
What are the advantages of VoIP?
Where traditional phone systems can be expensive and inflexible, VoIP is cost-effective and scalable. Here are a few advantages that our customers love:
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Cost effectiveness. VoIP allows for local and long distance calling at no additional charge as well as more affordable phone bills.
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Scalability. With our VoIP phones, you don’t have to worry about needing expensive equipment or upgrading your phone plan to scale. It’s as easy as activating a new line and programming it into your existing phone system. And if a new desktop phone is needed, we’ll provide it!
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Tools and Features. Our VoIP system comes with features like voicemail-to-email, call forwarding, conference calls, video calls, and text messaging—all integrated into our easy-to-use platform.
What are the drawbacks of using VoIP?
Just about the only drawback is that if your internet goes down or power goes out, you will not be able to use your hard phones. This is why we highly recommend using our mobile app as well. As long as your mobile phone has battery power and a cell signal, you can continue to make and receive phone calls for your business. And if you have your business internet set up with us, we include a free backup internet service in case of outages with your main internet provider.
Some people have security concerns when it comes to using VoIP, but you can rest assured that with us, your VoIP phone connection is encrypted for maximum security.
What happens to VoIP when my internet connection drops?
If your internet connection drops, you won’t be able to use your hard phones but you can continue to use any soft phones that have an internet connection, such as cellular data. If you choose to have us set up your internet as well, we will equip your business with a backup internet system to keep you up and running.
What is a VoIP phone system?
A VoIP phone system combines the technology of VoIP with features such as auto attendants, call routing, phone hardware and more- the whole nine yards. It allows for features that were difficult, if not impossible, to obtain with a traditional phone system. These are readily available and can be part of your phone system from the get-go or added on with just a call to us!
What is a VoIP line?
A VoIP line is an individual telephone line, assigned to a user. Each VoIP line has its own voicemail box, phone, and telephone number if it’s needed. If you don’t need individual telephone numbers, we can program lines with just extensions instead!
Why use VoIP?
Simply put, VoIP saves your business money, it’s easily scalable, and it’s full of features that are either expensive or impossible with analog telephone lines. It’s the best option for most, if not all, businesses whether you have 2 phones or 100.
What can a VoIP phone do that a landline phone cannot?
So many things! One of the best things about VoIP is that it’s incredibly feature-rich. A few of our customers’ favorite features that are possible with VoIP include:
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Voicemail to email
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Auto attendants
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Call analytics
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Call recording
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Remote working capability
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App-based calling
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CRM integration
Do I need a computer to use VoIP?
Nope! While you can definitely use our VoIP phone application to take calls on your computer, it’s not necessary to use our phone system. If you just want to use the hard phones, you absolutely can.
Can I call any phone or just VoIP phones?
You can call any phone! VoIP, cell phone, or landline- you can talk to anyone with your VoIP phone system, no limitations.
What is a VoIP provider?
This is the company that provides your VoIP phone service (hint.. that’s us!). We’re the team that will take care of your VoIP system setup, supply you with all of your new phones, and any technical support you need.
Why choose Touch Base Telecom?
We’re committed to providing the best VoIP service in Tucson for small and large businesses alike. Whether you have an extensive workforce or you’re a smaller family run operation, we’ll give you the same level of care and attention. Our tech support team is quick and on top of any issues that come up, ensuring you can spend your time running your business efficiently instead of troubleshooting technical issues.
Curious to know what our customers have to say about us? Check out our reviews here!
Is VoIP a good choice for my business?
VoIP is the best choice for practically every single business out there. It saves you money, it’s extremely easy to scale as your business grows, and you have access to so many more features than a traditional landline phone offers. As long as you have a good internet connection, VoIP is even more reliable than an analog phone.
Can an existing business number be used with VoIP?
Yes! We’ll take care of the porting process so that you can use your existing business phone number with your new VoIP service- no need to worry about having to change it. We’ll just need a copy of your most recent phone bill and your signature on a Letter of Authorization, and we’ll handle the rest!
How do you get a custom phone number for your business?
We can take care of that for you! We’ll search our extensive phone number database and find the number that fits your requirements.
How do you get a VoIP phone number?
Once you sign up for your VoIP phone service, we’ll take care of getting your phone numbers for you. And if you’d like a custom phone number, we’ll look into it for you too!
What are some essential features to look for in VoIP equipment?
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High voice quality to ensure crystal clear phone calls- your customers will no longer have to strain to hear what you’re saying on phone calls.
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Easy scalability so that as your business grows, your phone system can grow with it and support the amount of calls (and/or texts) you’ll be receiving.
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Security features, such as data encryption, so that your phone call data and content stays private.
Can VoIP technology be used with legacy telecom systems?
Absolutely! If you still wish to use your current phone hardware but you want to take advantage of the many features that VoIP offers, we have devices that make it possible. However, if you’re considering this option because you’re worried about the cost of purchasing new phone hardware, you don’t have to worry- we’ll give you free phones when you sign up for our VoIP phone service.
What VoIP equipment does a small business need?
Typically a small business will just need phone hardware (aka, your desktop phones). Depending on your setup, we may also install high speed internet cabling to connect to your phones. Alternatively, we may choose to use wi-fi connectivity, which all of our phones support.
When we meet with you, we’ll get more information on your existing internet setup as well to make sure your connection will support your new VoIP phone system- if not, we’ll help you set up high speed internet that will easily handle your phone system’s needs.
What should you consider when choosing a VoIP provider?
It’s extremely important that the VoIP provider you’re considering has experience and the knowledge to help you find the best VoIP solution for your business’s needs. If certain features aren’t quite working as they should or you’re experiencing issues, it’s vital that you’re able to reach out to a support team to get the issue resolved efficiently. Make sure to do your research and look into testimonials from current customers. (You can see ours here!)
Just as important is ensuring that the VoIP provider you’re considering has the ability to execute the features and functionality you need in your phone system. Meeting with a member of the VoIP provider’s team is a great way to get more information and talk through the features you may need. We’d love to meet with you and see what your business needs. You can reach out to us here!
What is the best phone system for a small business?
While it depends on the needs of your business, the vast majority of the time a VoIP phone system is the best fit. Not only does VoIP support a number of features, it’s the way of the future- meaning the newest and most useful technologies will be easily integrated. With traditional phone lines, those same technologies will be very difficult, if not impossible, to integrate.
Do you have different VoIP solutions available for specific industries?
Yes! Depending on your industry and your business’s goals, we can suggest VoIP solutions that will help you achieve that. For instance, we can integrate our VoIP phone service with a CRM or even Microsoft Teams. We can increase your VoIP phone system’s security to further protect your clients’ sensitive information, which is especially important for lawyers and medical offices. Contact us to see exactly what we can provide for your business!
How do you troubleshoot common VoIP issues?
We start off with the simplest fixes, such as power cycling phones, checking your internet connection, and making sure your phone isn't set to Do Not Disturb. Usually, these are the culprits and we can go from there. But if problems persist, we may send a technician to your location to investigate further and reach out to our technical engineer team to see what’s going on. Rest assured, if you encounter problems our team is ready and eager to help you get them fixed.
Is VoIP only for large companies?
Not at all! Businesses of any size can use VoIP phone systems, and for small businesses where every dollar of the budget really counts, the cost effectiveness of our VoIP systems is a huge perk. VoIP is almost always less expensive than a traditional phone line, with just as high quality service if not better.
Features
What are other useful features of VoIP?
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Call Forwarding & Routing, which automatically routes calls to different devices or numbers based on rules (e.g., after hours, busy, location-based).
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Voicemail to Email which will transcribe or send voicemail messages to your email, making them easier to access and manage.
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Call Waiting & Caller ID that allow users to see who’s calling and manage multiple calls efficiently.
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Softphone & Mobile Apps that enable users to make and receive calls from a computer, tablet, or smartphone, using the same business number.
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Support for remote and hybrid teams without the need for physical phone lines.
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Built-In Video & Audio Conferencing that integrates perfectly with your phones and reduces the need for third-party services like Zoom.
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Call Analytics & Reporting so you can track call volumes, durations, response times, and employee performance.
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CRM Integration with tools like Salesforce, HubSpot, or Zoho to log calls, pull up customer records, and track interactions.
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Call Recording for training, compliance, and dispute resolution.
How does VoIP handle emergency calls, or services such as 911?
We build 911 functionality into your phone system’s programming, ensuring that the correct location and business name is used. This information is automatically sent to 911 and/or first responders when you use your VoIP phone to call emergency services.
How does VoIP impact international calling costs?
With VoIP phone service, your international calling costs will likely be greatly reduced. Our VoIP service includes free unlimited calling within the US and Canada, and because VoIP calls are transmitted over the internet rather than a traditional phone line or cell tower, the per-minute charges and connection fees associated with long-distance calls are reduced if not altogether eliminated.
What privacy features are available with VoIP services?
We provide services such as encryption, access controls and admin tools, caller ID management to help you control how you show up on outgoing calls, and secure login information for each user on our softphone app.
How do I set up voicemail on a VoIP phone?
We make this easy for you- just press the message button on your phone or dial *98, use the code that we provide to you when we install your phones, and you’ll be able to access a menu where you can record your voicemail greeting, your name, and listen to your messages. You can also set up your voicemail greeting on your desktop phone portal, which we’ll provide training on during your phone installation or another time at your convenience.
What is inbound call routing?
This is the way incoming phone calls are handled. We can program your call routing so that inbound calls forward to a certain person or a group of people. If the call is unanswered, it may forward to a different group of people or to a specified voicemail box. We can also set up something called an auto attendant that will route incoming calls to a greeting with menu options.
We can also program your call routing based on the time of day. For example, calls may be forwarded to certain groups of employees during business hours, but after hours callers can hear a greeting explaining that they’ve reached the office after hours and can leave a voicemail or call back during business hours.
How can inbound call routing improve customer service?
It helps your customers get connected with the right people or access the information they need quickly, meaning better overall customer satisfaction and lower wait times. It’s an ideal tool for ensuring that you are able to provide outstanding customer service.
What are the scalability options for VoIP as a business grows?
We can add new phone lines as your business grows, add more features to your existing VoIP phone service when you need them, and upgrade your service quickly- even the same or next day in some cases. We have many options to meet your current and future needs, providing the best phone system for you as your business changes.
Is VoIP just for phone calls?
No- it can do so much more! Our VoIP systems also support text messaging, conference calling and videochatting. We can also integrate with programs that allow instant messaging for team members, such as Microsoft Teams. It’s truly the all-in-one communication solution for your small business.
Does VoIP have fewer features than analog phone systems?
VoIP has more features than analog phone systems are capable of. That’s one of the reasons so many businesses have made the switch- for the cost effective features that analog can’t offer.
Technological Questions
How do you set up VoIP?
While our team takes care of all the technical setup, here’s a brief overview of how it works:
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We order individual phone lines (also called “seats”) for your business.
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We’ll add user information, such as employee names and email addresses. Then, we’ll create usernames and passwords for employees that need desktop login access.
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We’ll reach out to you to find out how you’d like calls to be routed and, if applicable, we’ll create an auto attendant and record your greeting(s) and menu options.
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We program your new phones, creating buttons that will easily allow dialing and call transferring within your business. We can also set up speed dials for outside contacts that you regularly reach out to, so you can call them with just the click of a button.
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On installation day, we’ll take care of hooking up each phone to an ethernet cable and a power supply. Or, if you’ve chosen to have your phones connect via Wi-Fi instead, we’ll make sure each phone is connected and tested.
How does VoIP technology integrate with mobile devices, such as personal cell phones?
Very easily- we have an app that you can download to your mobile phone. Once you sign in with your VoIP phone line’s login credentials, you can make and receive business calls through the app using your business phone number. This is one of the best features of VoIP phone systems.
How do I connect a VoIP phone to a computer?
You’ll go to the appropriate link on our Customer Portal Login Page and, using the same login credentials as you would on your phone, you can connect to the VoIP desktop app. Once you’re logged in, you’ll be able to take calls on your computer just like you would on your desktop phone.
Do I need special phones for VoIP?
Not necessarily, but if you choose to use your existing phones with your VoIP phone service, you do need a device that will integrate the VoIP technology with your existing phones. It's like an adapter. But we also provide VoIP phones with our service, so if you choose to, we can replace all of your old phones with new, VoIP-enabled ones at no additional cost to you.
How much bandwidth does a VoIP call use?
For a typical two-way conversation, a VoIP call uses about 100 kbps. So the internet requirements will vary depending on how many simultaneous calls are happening at once in your business/office. We’ll help you figure out exactly what internet plan would work best for you!
Can VoIP services integrate with other communication platforms?
Yes! We have integrations for Microsoft Teams as well as numerous CRMs. If you have something specific in mind, contact us and we’ll look into a VoIP integration with the program in question.
What are the bandwidth requirements for deploying VoIP in an office setting?
100 kbps per line. We’ll help you figure out exactly what internet connection you need to support your new VoIP phone system! Generally, if you have internet that you are able to stream videos or videoconference on, it’ll support VoIP without a problem as well.
How do VoIP phones handle network congestion and latency issues?
Besides ensuring that you have a fast enough internet connection, one of the things we can do to ensure your VoIP phone calls are given priority in case of congestion or latency issues is prioritizing voice packets on your network. This helps reduce the chances of call delays or loss because other types of data transmission will take a back seat to voice packets, which is what VoIP uses to transmit your calls.
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On our end, our VoIP service uses calling network redundancy- that means if one data transmission path is congested or delayed, multiple backup paths are available to be used. This keeps VoIP call quality issues at a minimum.
What factors affect VoIP call quality?
Numerous factors can affect the quality of your VoIP phone calls, including:
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Internet bandwidth (speed) - ensure that voice packets are prioritized on your router.
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Latency - use a wired connection instead of Wi-Fi whenever possible.
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Jitter - make sure your internet connection is stable.
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Packet loss - keep hardware up to date and make sure your ethernet cables are in good shape.
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Device or headset quality - use noise-cancelling headsets/handsets with your phone.
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Network congestion - use a dedicated business network or VLANs.
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VoIP provider quality - choose a reputable VoIP provider, like Touch Base Telecom, with good uptime SLAs and redundant call routing infrastructure.
How reliable are VoIP phone services during power outages?
Since VoIP relies on an internet connection, if the internet goes down with the power outage then VoIP services may be disrupted. However, if you use our mobile app, you can continue to make and receive calls on your mobile phone as long as it has power and a cell signal.
How can I make sure I have high-quality VoIP calls?
There are a few things that can help you have the best VoIP call quality:
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Make sure your network is set to prioritize transmission of voice packets.
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Choose a quality internet plan that will support simultaneous VoIP calls in your business.
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Connect your phones via ethernet cable rather than Wi-Fi, whenever possible.
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Choose a reliable VoIP provider, like Touch Base Telecom.
How does a softphone work?
Your softphone will work very similarly to your hard phone, giving you access to VoIP functionality on your mobile phone or computer. It uses the internet connection (via data or Wi-Fi) and microphone on your device to make and receive calls. Softphones allow you to be fully mobile, letting you work remotely or choose the interface that feels best for you.
Does VoIP have lower call quality than traditional phones?
No - to the contrary, when you pair our VoIP phones with our high quality phone service, your call quality will be just as good as a traditional phone line, if not better! We’ve been in the business for nearly 20 years and have the know-how to get you the best VoIP call quality possible.
Security
How do you set up VoIP?
Yes, our VoIP service is encrypted! With encryption protocols such as SRTP, VoIP connections are even more secure and more private than traditional landline calls.​​
How secure are VoIP calls?
In addition to encryption and firewalls, our VoIP service uses something called SIP protocols. This ensures that only authorized users and devices are able to make and receive calls. These features work together to ensure your VoIP calls are as secure as possible.
What are the potential security risks associated with VoIP?
Since VoIP uses the internet, it can be susceptible to malware attacks or viruses. Call tampering, where a hacker interrupts the flow of a phone call, and eavesdropping/call interception which allows hackers to listen in on a call and steal information. With the proper protocols in place from the get-go, we minimize or eliminate these risks.
How can I protect my VoIP calls from eavesdropping or hacking?
There are a few ways you can protect your VoIP calls from eavesdropping and heighten their security:
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End-To-End Encryption, which is something that your VoIP provider would have to be using. At Touch Base Telecom, we use encryption and partner with Redshift Networks, our communications cybersecurity provider.
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Equipping your Wi-Fi with WPA2 or WPA3 encryption, which will secure your local network from unauthorized access.
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Access Control, which we employ to restrict access to only authorized personnel. Every VoIP user in your company will have their own username, password, and voicemail pin to access messages.
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Firmware updates, so that your VoIP devices are protected against any security flaws that could make them susceptible to eavesdropping or hacking. When you choose us as your VoIP provider, your phones will be set to automatically update so you have one less thing to worry about.
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Choose a secure and trusted provider, like Touch Base Telecom, for your VoIP phone service.
How can I prevent call tampering?
To prevent VoIP call tampering, you can implement some of the most common security features such as SRTP data encryption, deploying firewalls, and even using a VPN to protect your network.
How secure is cloud-based VoIP?
With the security measures that we employ and recommend, our cloud-based VoIP phone service is very secure. While security problems are a common concern of business owners that are thinking about making the switch to VoIP, they’re few and far between when you choose a trusted VoIP provider like Touch Base Telecom.
Costs of VoIP
How can I compare the ROI of VoIP and traditional phone systems?
We’d be happy to provide you with a cost analysis, comparing your current phone system to what a similar (or better) VoIP phone system would cost from us. Contact our team today to receive yours and see how much money VoIP can save you!
How does VoIP pricing work?
Our pricing system is by seat (or user). So rather than having to buy a certain package or number of users, you can have as many or as few as you need for your business. The price will be based on which features you need, with the biggest differentiator being whether or not each user needs access to the softphone apps or videoconferencing features.
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We also provide an auto attendant and call routing features at no additional cost to you. When you choose us as your VoIP provider, we will ensure that your calls are handled exactly the way you would like without nickel-and-diming you.
What does it cost to get started with VoIP service?
After we install your phones, just start paying your monthly phone bill- that’s it! Your phones will be provided from us free of charge.
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If we do have to run any additional cabling or replace what’s already installed, there will be an additional cost for that. But if not, we’ll be good to go!
