What is VoIP? Business phones in plain English

How it works

A traditional phone system sends calls over dedicated phone lines into a box in a closet. With VoIP, calls are turned into data and sent over your internet connection to a provider, which connects them to the rest of the phone network. Callers dial your number the same way they always have.

The words you will hear

• SIP (session initiation protocol): the standard most business VoIP uses to set up and carry calls.
• IP phone: a desk phone that plugs into your computer network instead of a phone jack.
• Softphone: an app that turns a computer or mobile phone into your work phone, with your business number.
• Local number: a phone number with the area code you choose, so customers see a familiar number.

What changes for your team

• Your number goes where you go. Staff can answer work calls at a desk phone, on a laptop or on a mobile device.
• More than calls. Messaging and video often come with the same service.
• The network matters. Call quality depends on your internet connection and office network, so they need to be set up with voice in mind.

Do not forget 911

Federal rules require business phone systems to let anyone dial 911 directly, without first dialing a number such as 9, and to send a location emergency services can use. When people work from more than one place, make sure the address attached to each phone is kept up to date.