How Virtual IP Telephony Works

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Any telephony implies receiving (incoming) and making (outgoing) calls. IP and SIP telephony are similar cases with the only difference being that they are made via the Internet. Such network calls are divided into 2 types: virtual city/mobile numbers and real mobile numbers. Regarding the installation of a network PBX, which is necessary for processing calls, there are also 2 ways: directly installing your own hardware or using a so-called cloud server. To understand the event planner email list essence of the issue, let's consider everything using several examples.

Connection with real mobile numbers:

Option #1

Let's say you are the owner of an online store (in the city/country where you live) and you have several numbers/phones that are randomly scattered around the table, which is generally quite uncomfortable and dysfunctional. Thus, over time, you automatically face the question: "How to collect all calls in a single environment, keep statistics and at the same time distribute incoming calls between managers as needed?"

To solve this dilemma, you will need a network PBX and SIP gateways (a device that holds a SIM card, and it is thanks to it that calls are converted from the mobile network to the Internet and vice versa). A virtual automatic telephone exchange is located on the Internet on a specific server. You could say that it is a small room equipped with the necessary telephone equipment.

Team management models

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The store owner can solve the equipment issue in one of the following ways, each of which has both advantages and disadvantages:

Rent gateways and the PBX itself

This is probably the simplest option - you pay for the rental of special equipment, and all other issues are resolved by the assistant (the so-called support) of your provider. The downside of this option is the risk of the functionality of the PBX not meeting your expectations, leaking information and commercial secrets to competitors, or incompetence of the support (does not help, does not resolve issues promptly, etc.).

Purchase and install your own equipment (SIP gateways and server)

If you want to fully control your telephony and/or have unique functionality, it makes sense to purchase and install your own client PBX and other equipment. The disadvantage of this method is that you will have to look for/hire a specialist (VoIP administrator) who will be responsible for setting up and maintaining the system, which will require significant expenses. For this option, it is possible to either install a server as a system unit in the office or use a virtual PBX with a remote server. Practice shows that the second option is more reliable and simpler: it is impossible to accidentally physically damage or disable it.

How will your managers carry out the work process?

Employees sit at a computer and make and receive calls using a headset via a special program. Using virtual IP telephony, you can view and save call statistics, listen to conversation recordings, set up an answering machine, use a smart algorithm for receiving and distributing calls to available managers, and use other useful functions.

In addition, it is possible to connect network telephony to the CRM system, and then you will have access to options such as automatic client identification, order card processing, and more.