VoIP (Voice over Internet Protocol) is the process of using the internet to route a voice call, as opposed to a traditional copper landline.  All cloud or hosted phone systems use VoIP to route your call traffic.  On Premise or privately hosted systems are VoIP systems if they use SIP trunks instead of landlines.  

If you don’t have a handset and are using a desktop or a mobile app, Blackstar recommends using a headset.  They’re great for cancelling out background noise, and your voice will come across to listeners at a much higher quality.  Headsets are also available to use in conjunction with desk phones. 

Direct Routing is a method of adding telephony or voice to Microsoft Teams.  It requires a paid subscription to Microsoft 365 or Office 365 and a Phone System license for every user who will use this service.  Teams is then hooked up to the telephone network using SIP trunks and a Teams-approved SBC.  You can use any SIP trunks with Direct Routing, allowing you to maintain relationships with suppliers you already trust.  Costs may also be less as minutes plans with SIP providers are generally more flexible than they are with Microsoft. 

Calling Plans are a method of adding telephony or voice to Microsoft Teams.  With Calling Plans, everything is managed by Microsoft – your connection to the phone network, your numbers, your minutes bundles.  You essentially turn Teams into a phone system hosted by Microsoft.  Like with Direct Routing, you will still require a paid subscription to Microsoft 365 or Office 365 and a Phone System license for every user who will be using Teams to make and receive calls.  As Microsoft is hosting the solution, there is less flexibility regarding minutes bundles than with Direct Routing. 

Softphones, which are desktop apps for the phone system, are available to use with every voice solution provided by Blackstar.  The majority also have a mobile app available too.  With these apps, working from a location other than the office simply becomes a matter of connecting to the WiFi where you are, and making, receiving, and handling calls from the app.  Your normal office number will be presented when you dial out.  When caller rings that number back, it will ring all of your connected devices.  Just answer the one you’re closest to. 

With desktop and mobile apps coming as standard with the majority of solutions Blackstar provides, no, a physical handset is not a requirement to use our Voice solutions.  However, for those who prefer the comfort and usability of a handset, Blackstar is able to offer a wide variety of both wireless and DECT options.  The majority of handsets will work from home when plugged into your router. 

SIP stands for Session Initiation Protocol.  It is just one protocol used to deliver VoIP calls; however, it is the most common.  Whilst all SIP deployments are VoIP deployments, not all VoIP solutions use SIP.  

An SBC, or Session Border Controller, is a network device that protects and regulates IP communications flows.  Think of it like a firewall that sits between the internet and your PBX.  Its primary purpose is to encrypt your voice traffic and secure your system from DoS, DDoS and toll fraud attacks.  A standalone SBC is not required for a hosted/cloud system. 

If your customers prefer to get in touch with you via social media, you don’t need a separate person to be connected to all of your platforms, all of the time.  Our cloud contact centre solutions allow your agents to manage all interactions from your customers in one web-based portal.  Having all of your comms in one place makes it easier for you to get accurate, meaningful stats, and make decisions driven by that information.