VoIP, or Voice over Internet Protocol, is technology that carries voice calls over an internet connection instead of traditional copper phone lines. Calls are converted into small data packets, sent across the network and reassembled at the other end, allowing business telephony to run on the same connection as other services.
A VoIP system can use desk phones, mobile or computer apps, and a hosted platform that handles call routing, voicemail, auto attendants and call queues. The provider connects the platform to the public phone network, so customers can still call standard numbers. Quality depends on the network, which is why voice traffic is often prioritised over less time-sensitive data.
Retailers and venues use VoIP to manage phones across multiple stores, route calls to another site or to head office when a store is busy, keep their existing numbers and connect staff working remotely. Features such as call recording, voicemail to email and after-hours messages are straightforward to set up and change without a technician visiting each site.
Considerations include bandwidth, internet reliability and the quality of the local network, as poor links cause choppy audio or dropped calls. Plan for power and internet outages, perhaps with call forwarding to a mobile. Check how emergency calls are handled and that your address details are accurate. Traditional phone line services in Australia are being retired as the national broadband network replaces them, which makes VoIP planning increasingly relevant.
RetailCare offers business communications services, including voice, alongside its network and managed IT support.