Category: Business Voice

Microsoft Teams Voice Options: A Practical Guide for SA Businesses

Posted on by Andrew King

Navigating Teams Voice Connectivity from Vox

The use of Teams Phone, a cloud-based phone system, transforms Microsoft Teams into a full Unified Communications as a Service (UCaaS) platform, blending Voice, video, chat and collaboration. To enable external calling, organisations can select from a variety of solutions, each balancing simplicity, control and customisation.

The right choice for your business depends on your IT maturity, existing infrastructure and business needs.

In this article we discuss the various options of navigating Microsoft Teams Voice Connectivity from Vox. Collectively, our customers report deployments that are 20 to 50 percent faster, with lower operational costs, and resilience tailored to SA’s infrastructure challenges.

Microsoft Teams Voice: Three Excellent Options to Consider

Microsoft Teams Voice options

Microsoft Teams offers two primary pathways for enabling public switched telephone network (PSTN) or PSTN-replacement (VoIP) calling from within the Teams application, namely:

  • Operator Connect for managed simplicity, and
  • Direct Routing for flexible control.

 

We also discuss:

  • Azure Communication Services (ACS), a developer-centric Platform as a Service (PaaS), for building custom communication apps that extend Teams Phone into other IT assets.

 

The choice for your organisation hinges on factors such as infrastructure, scale and workforce distribution.

In addition, the options aren’t mutually exclusive. For example, you may want or need to use Operator Connect for core users and Azure Communication Services for developer-built bots, or Direct Routing with a Survival Branch Appliance (SBA) for branch offices or sites that can never be without telephony services (for example underground mining).

In short, though, it’s useful to think of your options as follows:

  • Operator Connect suits low-overhead rollouts in regulated sectors such as finance, legal and advisory;
  • Direct Routing fits legacy-heavy environments such as manufacturing; and
  • Azure Communication Services (ACS) is suitable if you’re building custom experiences, for example, Voice in CRM apps, or need extensibility beyond your standard PBX.

 

Operator Connect (OC)

Operator Connect (OC) is a fully managed service where the Vox Voice network enables calling to and from any destination while being integrated directly into Teams. No on-premises hardware is required – Vox peers with Microsoft’s Azure network for seamless integration.

Key features include the following: Number provisioning via Teams Admin Centre, built-in emergency calling, fraud monitoring, and 99.999% SLA from Vox and Microsoft.  OC supports hybrid models (for example: mix with Direct Routing for sites that require offline survivability).

OC is best for organisations prioritising speed and a low IT burden. A deployment can take hours to days, instead of days to weeks, making OC ideal for environments requiring optimal security, fast scaling and low IT burden.

Choose Operator Connect if you are Microsoft 365-centric, want zero hardware (no Session Border Controller appliances – SBCs – or desk phones), and you value the provisioning of managed services with joint Vox-Microsoft support. It’s ideal for cloud-first migrations or when time-to-service in a week or less matters.

Typical industry use-cases include financial services (security, fraud monitoring); higher education or public sector (budget scrutiny, multi-site rollouts); retail and hospitality (high staff churn, thin IT capability across franchises).

Integrations: You could add ACS for AI call summaries and bot-to-human call hand-off.

  • Vox example: A Kwa-Zulu Natal university provisioned 2,400 users in days, inheriting Entra ID policies for seamless multi-factor authentication.

 

Direct Routing (DR)

Direct Routing allows the connection of your existing SIP trunks or PBX to Teams via a Session Border Controller (SBC) appliance. This SBC can be hosted on your premises or in your private cloud, or you can take advantage of Vox’s multi-tenanted SBCs.

With Direct Routing and your own SBC, you retain control over routing and carrier relationships, and with Vox’s shared SBCs we manage routing on your behalf.

Key Features include the following: Advanced call routing (for example failover paths), support for Survivable Branch Appliance (SBA) for local calling during internet outages, and compatibility with legacy endpoints like analogue phones or Digital Enhanced Cordless Telecommunications (DECT.

Direct Routing is best for businesses with complex, on-premises setups needing customisation.  DR setup involves more planning, as well as more IT and scripting skills, and deployment is likely to take weeks to months.

Choose Direct Routing if you need on-prem survivability (for example, SBA for internet outages). DR is well suited for complex routing or when full control over media paths is required, due to its granular control over your calling environment.

Typical industry use-cases include manufacturing and utilities organisations (often incorporating legacy DECT/analogue integrations), or logistics and healthcare, which are typically device-dependent, and where offline survivability is critical).

Integrations: You could add an SBA for offline survivability or integrate ACS for custom analytics.

  • Vox example: A Cape Town logistics firm retained SIP trunks while routing 80% calls via Teams, using SBAs for depots.

 

Azure Communication Services (ACS)

Azure Communication Services (ACS) is a developer-centric PaaS for building custom communication apps that extend Teams Phone into other IT assets.  It’s not a standalone PBX but integrates for scenarios such as embedded calling in apps or AI-driven interactions.

Key Features include the following: APIs for call recording, transcription, video at 720p+, and interoperability with Teams (for example, joining Teams meetings from custom applications or support platforms).

Azure Communication Services is best for innovators embedding Voice into workflows, such as custom contact centres or mobile apps. ACS pairs well with OC/DR for enhanced features without replacing core telephony services or needs.

Choose Azure Communication Services if you’re building custom experiences (for example, Voice in CRM apps) or need extensibility beyond your standard PBX. ACS’s low-code APIs make it accessible for developers, with pay-as-you-go pricing.

Typical industry use cases include tech or consulting (embedded communications in third party applications); contact centres (CCaaS integrations); finance and healthcare (where secure, compliant bots guide incoming calls, and hand off calls to humans where complexity cannot be handled by a bot).

Integrations: Add Teams Phone for hybrid calls and Copilot for AI transcription.

Choosing the right solution for your organisation does not need to be a one-size-fits-all decision. For example, you could start with Operator Connect for 80 percent coverage, layer in Direct Routing for edge cases, and at a later stage add Azure Communication Services for innovation and automation, thus reducing rip-and-replace risks and costs.

Partner with Vox for your Business Voice Requirements

AdobeStock 541152116 resized | Vox | Microsoft Teams Voice Options: A Practical Guide for SA Businesses

Teams Voice options empower South African businesses to future-proof their communications without necessarily overhauling existing ecosystems. Your organisation could deploy Operator Connect for effortless deployment and scale, Direct Routing for control, and ACS for innovation.

Microsoft-centric organisations in regulated or distributed verticals often see 30 to 50 percent efficiency gains from hybrid deployments, while legacy-heavy setups thrive on Direct Routing.

As your local certified partner, Vox demystifies the realities of Business Voice to match your reality. Vox will engage with you in an initial consultation that covers the following points within this practical evaluation checklist:

  1. Infrastructure Audit to ensure highest return on current investments;
  2. Scale and speed requirements;
  3. Compliance and resilience needs;
  4. Customisation requirements;
  5. Integration path needs; and
  6. A total cost of ownership review that factors in hidden costs.

Explore a no-obligation assessment at https://www.vox.co.za/microsoft-operator-connect/.

 

Frequently Asked Questions

What is the difference between Operator Connect and Direct Routing?
Operator Connect is a managed service where Vox provisions calling directly into Teams with no SBC required by you. Direct Routing connects your SIP trunks or PBX to Teams via an SBC that you host, giving you more control and customisation.

Can I mix Operator Connect and Direct Routing?
Yes. Many organisations use Operator Connect for core users and Direct Routing for specific sites or legacy integrations where survivability or specialised routing is required.

Do I need on‑premises hardware for Teams Phone?
Not if you choose Operator Connect. The SBCs are hosted by Vox and each user can use either their laptop or mobile device as an endpoint.

What is Azure Communication Services (ACS) used for?
ACS is for developers building bespoke voice/video features or embedding calling into apps and CRM systems. It is not in itself a Teams calling solution, but complements OC/DR rather than replaces them.

How does survivability work if the internet fails?
Direct Routing can be paired with a Survivable Branch Appliance (SBA) to provide local onsite calling if internet connectivity is lost. Operator Connect relies on cloud availability and can be paired with hybrid designs for resilience.

How long does deployment take?
Deployments vary: Operator Connect implementations can be hours to days for typical rollouts; Direct Routing projects often take weeks to months depending on complexity.

Will Vox support compliance and fraud monitoring?
Yes. Vox provides fraud monitoring and supports emergency calling compliance. We’ll include these requirements in the assessment.

Get Business Calling That Actually Works with Vox Voice

Posted on by Suhail Dinat

Get Business Calling that (Actually) Works with Vox Voice

Still stuck with clunky PBX systems, laggy VoIP calls or overpriced legacy telcos? Vox Voice gives businesses a cleaner, modern way to handle calls — across Teams, cloud PBX, SIP, mobile extensions and hosted voice platforms — without the installation drama, lock-ins or hardware headaches.

Whether you’re running a call centre, a multi-branch office or a lean remote team, Vox gives you one voice platform that scales, integrates and just works.

First off – what is Vox Voice?

Vox Voice is a business-grade calling solution that replaces outdated phone systems with cloud-based voice, Teams integration, SIP trunks, hosted PBX and call centre tools — all backed by Vox’s national network and support.

Why Businesses Choose Vox Voice

1. Ditch the Hardware, Keep the Numbers

No PBX boxes. No technicians crawling in ceilings. Vox migrates your voice to the cloud and keeps your existing numbers live — instantly.

2. Teams Calling, Sorted

Already using Microsoft Teams? Vox plugs PSTN calling straight into your Teams setup via Operator Connect or Direct Routing — no third-party hacks.

3. Hosted PBX with Real Features

Auto attendants, call routing, hunt groups, extensions, voicemail-to-email, call recording — all managed from one dashboard. No per-desk hardware.

4. SIP Trunks for Existing Systems

If you’ve already invested in a PBX, Vox powers it with carrier-grade SIP. More calls, less spend, no dependency on outdated copper lines.

5. Call Centre Ready

Need agent dashboards, call queues, reporting or monitoring? Vox Voice scales from 5 users to 500 without complex deployments.

6. National Footprint, Real Support

Local engineers, 24/7 support and a network built for uptime. Not some white-label import with a ticket backlog.

Who Vox Voice Is Built For

  • Businesses dumping copper, ISDN or legacy PBX
  • Companies moving to Microsoft Teams voice
  • SMEs wanting cloud PBX without CapEx
  • Multi-branch or hybrid workforces
  • Call centres needing scalable seats
  • Enterprises tired of Telkom dependencies

Frequently Asked Questions

Q: Can I move my existing business number to Vox Voice?
Yes — Vox ports geographic and non-geographic numbers with zero downtime.

Q: Do I need hardware or on-site PBX equipment?
No. Hosted PBX and Teams calling run in the cloud. SIP can work with your current system if needed.

Q: Does Vox Voice support remote and hybrid staff?
Yes — extensions work from mobile, desktop, Teams, softphone or desk phones.

Q: Is call recording and reporting included?
Available as part of the hosted PBX or call centre add-ons.

Q: Can I integrate voice with Teams, CRM or call centre tools?
Yes — Vox supports Teams integration, SIP connectivity, and API-based add-ons.

Old phone systems waste money and stall productivity. Vox Voice gives you modern calling over a network built for business — with Teams, PBX, SIP and hosted voice options that scale without infrastructure, capex or chaos.

Upgrade your business calling — without replacing your entire phone system.
Talk to Vox about cloud voice, Teams calling or SIP migration today.

Operator Connect versus Direct Routing – Which Teams Option Suits Your Needs?

Posted on by Suhail Dinat

Operator Connect versus Direct Routing – Which Teams Option Suits Your Needs?

There are two main paths when evaluating Microsoft Teams for Business Voice (PSTN) services; Direct Routing and Operator Connect. Each one lets you make/receive calls through Teams, yet they vastly differ in terms of complexity, cost, control, and suitability. Today’s guide will (hopefully) help you to pick the perfect option:

Let’s break it down: What are Direct Routing and Operator Connect?

Operator Connect: a Microsoft-approved service. Certified telecom operators provide PSTN solutions which integrate directly with Teams. It’s a managed service – the carrier handles the infrastructure, and the end user can utilise the Teams Admin Centre for dial-up.

Direct Routing: a more flexible solution, this allows users to choose any provider and connect to Teams via either an on-premises or hosted Session Border Controller. This in turn allows for more control over hardware, integrations, routing and more.

Key Differences: What Best Suits Your Needs?

FeatureOperator ConnectDirect Routing
Control & SubmissionLimited. Restricted by what chosen operators offer. These present less flexibility regarding carrier, routing, and legacy hardware.Higher levels of control. Direct Routing can integrate with existing equipment such as PBX, fax lines, routing and compliance.
Setup & DeploymentSetup is generally faster to deploy with less technical overheads. This can be done via Teams Admin Centre.Setup is more complex with configuration, integration, and significantly more levels of planning.
Hardware & InfrastructureMinimal hardware needed – there is no need for users to run their own SBC, as their chosen operator handles this.Users require SBC(s); either hosted or on-site. They also need the expertise to both set up and maintain these.
CostTypically, the upfront costs here are lower and require reduced infrastructure overheads. Costs are often manageable, with fixed monthly fee structures.Initial costs are potentially higher due to a need for setup, licensing, and more. However, with scale and under certain agreements, the cost per user may improve.
SuitabilityThis is ideal for SME’s or businesses with more simplified calling needs.This is better for an enterprise, organisations with existing telephony setups, hybrid models, or strict compliance/resilience needs.

Let’s Evaluate the Pros and Cons:

Direct Routing:

  • Pro: Users have full control and integration with existing systems.
  • Pro: Allows for flexibility with international numbers and calling.
  • Pro: Higher control over quality of service/failovers.
  • Con: Requires specialised staff and vendors due to technical complexity.
  • Con: Higher upfront capital costs.
  • Con: Increased end user control leaves more margin for human error.

Operator Connect:

  • Pro: no hardware maintenance as this is managed by service providers.
  • Pro: Teams Admin Centres provide simplified management for the end user.
  • Pro: Reduced technical overheads and quick deployment.
  • Con: Some legacy/telephony hardware possibly not supported.
  • Con: Customisation options are limited by operator capabilities.
  • Con: May lack sufficient features for surviving Cloud outages with limited control.
Feature 5 | Vox | Operator Connect versus Direct Routing – Which Teams Option Suits Your Needs?

Frequently Asked Questions

Q: Do I need special licenses to use either?
A: Yes. Both require that you have a Microsoft Teams Phone / appropriate licensing (e.g. Microsoft 365 E5 or adding Teams Phone Standard to E1/E3).

Q: Can I integrate my existing phone hardware (fax, analog lines, etc.)?
A: Direct Routing supports integration with legacy telephony equipment (analog, PBX etc.) via appropriate gateways/SBCs. Operator Connect has much more limited capability in this area.

Q: How about reliability and failover?
A: With Direct Routing you can deploy SBCs and potentially get local survivability (e.g. using Survivable Branch Appliances) so that if cloud-link fails, local calling stays operational. Operator Connect is more dependent on the operator’s cloud/deployed infrastructure; less local fallback.

Q: What about cost comparisons?
A: Operator Connect tends to have lower up-front costs since you avoid hardware and some admin burden. Direct Routing has higher initial investment but may offer better value over time or in complex setups where economies of scale or custom carriers improve pricing.

Q: Is there global support for Operator Connect?
A: It depends on whether operators in your country are certified under Microsoft’s Operator Connect program. In some regions, there may be few or no operators. Direct Routing tends to offer wider coverage because you can choose carriers locally.

Conclusion:

  • If you want higher levels of flexibility/control, full integration and  more complex costings, go with Direct Routing.
  • If you’re seeking speed, simplicity, less maintenance and minimal control, Operator Connect is your go-to.

Ultimately, your choice depends on the size of your organisation, what your needs are and how much control your end users require. Either way, you can get in touch to identify a solution which best suits your needs.

Enhancing Customer Experience with Advanced Voice Services

Posted on by Vivienne Fouche

Advanced Voice Services are a vital part of modern customer experience. Even in a digital-first world, many customers prefer talking to a person — and how those voice interactions sound, feel and flow shapes their perception of your brand. Vox helps organisations implement cloud-based voice and unified communications (UC) solutions so voice interactions are consistently reliable, professional and cost-effective.

Why Voice still matters for customer experience

A seamless voice interaction can be the difference between a satisfied customer and a lost one. In saturated markets where offerings are similar, exceptional customer service becomes a key differentiator. Clear, friendly and efficient voice communications build trust, reduce friction and encourage repeat business. Enabling your teams with the right voice platforms ensures staff can deliver those experiences every time.

What we mean by Advanced Voice Services

Advanced Voice Services cover modern, cloud-first voice technologies that go beyond a traditional telephone line. Typical components include:

Advanced Voice solutions — tailored for your business

Vox provides a range of Advanced Voice Services designed to fit different business needs and budgets:

  • Multiple PBX options: on-premises and cloud PBX platforms, including Vox’s Titanium 3CX partnership for certified deployments.
  • Fully managed Business Voice: Vox hosts and manages the infrastructure in secure data centres with a Fibre backbone and redundancy for resilience.
  • Microsoft Operator Connect: quick, integrated voice for organisations using Microsoft Teams.
  • Flexible Rated Voice plans: choose usage-based billing or fixed monthly plans for smaller organisations (fixed unlimited voice for businesses with up to 50 staff).
  • Concierge support plans: premium cover for mission-critical environments with priority response and extended oversight.

Reliability and compatibility you can trust

When customers call, dropped or poor-quality calls damage trust. Vox carries out rigorous compatibility testing with partner platforms to ensure the voice network and OEM solutions (for example 3CX and Operator Connect) work seamlessly together. High uptime, redundant connectivity and managed infrastructure help keep calls clear and available when your customers need you.

Practical steps to improve voice interactions today

Implementing technology is only part of the solution. Combine Vox Advanced Voice Services with these practices to lift customer experience:

  • Prioritise employee training: focus on active listening, clarity, empathy and problem resolution. Regular coaching and feedback maintain consistent performance.
  • Use proactive communications: reach out with pre-emptive notifications about service changes, follow-ups after incidents, or targeted offers via voice and messaging.
  • Embed customer feedback loops: collect, review and act on caller feedback so improvements are continuous.
  • Optimise call flows and routing: ensure callers reach the right team quickly and use IVR sparingly to avoid friction.

 

Discuss your Advanced Voice Services strategy with Vox — call 087 805 0300 or request a tailored quote online.

Frequently Asked Questions

  1. What are Advanced Voice Services?
    Advanced Voice Services are cloud-first voice and unified communications solutions — including VoIP calling, cloud PBX, Operator Connect for Teams, and analytics — that improve call quality, routing and customer experience.
  2. How do Vox Advanced Voice Services improve call reliability?
    Vox uses certified partner platforms, secure data centres and a Fibre-backed network with redundancy. Compatibility testing with OEM solutions reduces call drops and ensures consistent call quality.
  3. Can I integrate Vox voice with Microsoft Teams?
    Yes. Vox offers Microsoft Operator Connect, a simple way to add PSTN calling into your organisation’s Teams environment with managed voice services.
  4. What pricing options do Vox Voice plans offer?
    Vox provides flexible Rated Voice plans — usage-based or fixed monthly fees — and an unlimited voice option for smaller businesses (organisations with 50 staff or fewer). Vox will recommend the best plan based on call volumes and business needs.
  5. Do you offer managed support for mission-critical environments?
    Yes. Vox offers concierge-level support plans for high-risk or mission-critical operations, with priority response, monitoring and extended service coverage.

Unlock Savings and Stay Connected with Vox Voice

Posted on by Andrew King

Vox Voice is built to keep businesses talking — without the high bills that often come with interruptions such as loadshedding. By combining cloud telephony, mobile softphones and smart routing, Vox Voice reduces outbound and inbound voice costs while keeping customers and teams connected, wherever they are.

Why rethink business voice?

Even when the lights go out, customer enquiries keep coming. Many organisations fall back on costly cellular calls and reimburse staff, or they tolerate dropped customer calls. Vox Voice removes those compromises. Our solutions maintain corporate call rates, avoid expensive per‑minute cellular billing and reduce the administrative burden of expense claims — all while giving you the resilience your business needs.

How Vox Voice cuts your costs

  • Use one number, two endpoints: Vox lets employees use the same corporate SIP number on desk phones and mobile devices (via the Vobi app). Calls automatically follow the active endpoint, so desk‑to‑mobile switchover is seamless and billed at VoIP business rates.
  • Per‑second billing: Our VoIP outbound calls are charged per second rather than per minute — a simple way to cut calling costs, especially on frequent short calls.
  • Unify telephony and mobile: Avoid reimbursing staff for cellular calls. With the right Vox Voice setup, employees make and receive business calls on their mobiles at corporate VoIP rates.
  • Flexible deployment: Cloud PBX, hosted PBX or operator‑integrated voice — choose what fits your budget and scale as you grow.

Solutions for every business size

  • Vobi (mobile softphone): Ideal for businesses with hybrid or remote staff. Vobi pairs mobile devices to your office number, keeping rates low and continuity high. The app is free to install; licensed at the competitive Vox business rates.
  • 3CX Cloud (medium businesses): Fully managed cloud PBX that emphasises mobility. Users get free unlimited apps for iOS and Android and can make and receive calls from anywhere using their office number — perfect for businesses that can’t rely solely on on‑prem power.
  • Operator Connect (Microsoft Teams): For organisations standardised on Teams, Vox’s Operator Connect bridges your Teams licences with a managed, low‑latency voice network, turning Teams into your unified Voice platform.

Loadshedding resilience — practical options

Loadshedding often causes the last‑mile power outage (ONT or router), not a network outage. Here are our Vox Voice strategies to maintain service:

  • Softphone failover: When desk phones lose connection, calls failover to the Vobi app on mobiles automatically — same SIP number, same corporate rates.
  • Cloud PBX hosting: Host your PBX in the cloud rather than on premise to avoid PBX power dependency.
  • Last‑mile redundancy: Use alternative last‑mile access (LTE/5G, wireless) where needed to keep your telephony trunk online.

Additional business benefits

  • One invoice option: Combine voice with other Vox services for simpler billing and greater stickiness.
  • Centralised management and reporting: Gain visibility into call costs and employee usage to drive smarter expense policies.
  • 24/7 support: Vox backing with national support ensures rapid assistance when you need it most.

How to get started

  1. Assess your telephony needs (number of users, hybrid working, call volumes).
  2. Choose an appropriate Vox Voice solution — Vobi + Verto for SMEs; 3CX or Operator Connect for larger deployments.
  3. Add last‑mile redundancy where required (LTE/5G or wireless).
  4. Deploy and train staff on softphone usage to ensure seamless failover during outages.

Want a tailored quote or a resilience assessment? Enquire now about Vox Voice and let us design a voice solution that saves costs and keeps your business connected.

The ultimate checklist for the best VoIP and UC&C solutions

Posted on by Andrew King

Before being wooed by features and stickers, get to grips with whether the foundation will keep the house standing.

Andrew King, Head of Division: Voice and Visual Comms and Natalie van der Merwe, Head of Product: Telephony at Vox

While energy security is a hot topic around the world, South Africa is in the unenviable position of having endured power cuts every single day so far in 2023. No one needs to go into exactly what this means for the economy at large, but one thing it most certainly does is force businesses to look into the most effective ways to ensure business continuity, not least in communications – both internally and externally.

Business communications are far too big a consideration to leave to chance, and it is with this in mind that the unified communications and collaboration (UC&C) solutions are increasingly in business C-suite plans, with voice, or more specifically voice over internet protocol (VoIP) front and centre.

After all, who wouldn’t want to be protected from the legacy of copper and the unreliability of physical infrastructure such as power? And so, it is no surprise that VoIP providers, specifically, and UC&C providers more broadly, wish to position themselves uniquely in a market desperate for communications reliability.

However, it is vital for businesses to understand the fundamentals of how to measure and assess voice, and UC&C, solutions. It’s not uncommon to find checklists that speak to features as people try and figure out how and where they should be investing. These features include things such as: cloud- based, affordable, flexible and scalable. This is all good and well, but choosing the right provider or solution needs to consider things that are far more fundamental.

Look for partners not providers

As mentioned, business communication is far too important and crucial to be reduced to a transactional supplier-customer relationship. The very nature of communications is that it is ongoing, and businesses should seek out partners who are prepared to walk the long-term journey and create continuous value. This includes things such as ongoing fraud monitoring, highly specialised local R&D teams, and 24/7, 365 monitoring of the provider’s infrastructure, including all points of interconnect and long-distance backhaul between them for failover and redundancy.

It is important for customers to know that their VOIP partner’s network is certified by the respective OEM products that they offer, for example 3CX and Operator Connect. In our case, this involves rigorous testing with each partner to ensure compatibility of our network with their platforms to deliver a seamless service that is guaranteed to work. It also means the customer is guaranteed support.

Network quality, resilience and transparency are non-negotiable

It doesn’t matter which feature you stick on, what colour you make the box, or how you position a product, it means little if the network across which the VoIP traffic will travel is not of consistently high quality. It is a foundation, a non-negotiable requirement. Unless the partner owns and controls its own network it simply cannot be in control of every element of the network and ensure end-to- end redundancy.

If users are on a call – voice or video – and something goes down along any point of the infrastructure network, users must be oblivious. In other words, they should not even notice that anything occurred – be sure to include this on any checklist. What’s the alternative? It’s a bit like going to an ice cream parlour and being served milkshakes because the fridges couldn’t stay cold.

VoIP call quality is measured by means of a MOS rating (Mean Opinion Score). MOS testing for VoIP networks is defined in the ITU-T PESQ P.862 standard. A MOS rating measures call quality on a 1-5 exponential rating, with 0 being unintelligible voice and 5 being excellent voice quality. Vox’s MOS score is an impressive 4.3, for example. When shopping around, request this information. This is where transparency goes a long way towards building trust, which in turn, is a key component of building partnerships as opposed to transactional relationships.

Taking the transparency and quality theme further, businesses must ask about codec practices. The maximum MOS rating for a G.711 or G.722 VoIP call is 4.4/5. The G.722 and G.711 codec – used to convert speech to digital packets for transmission over Internet Protocol [IP] networks and decode the packets into intelligible speech on the other end of the call – are uncompressed codecs that provide the best possible call quality.

Vox’s VoIP network by default offers the G.722, G.711 a-law and the lesser quality G.729 codecs. Make sure to ask this question of all providers, because if a business uses an operator that runs on a G.729 codec only – a highly compressed codec- then the voice quality is going to suffer from the outset. You will also typically find that the provider is compressing their voice packets to utilise less bandwidth on their network. And so when businesses ask the right questions and work through their checklist, they must understand that a network that hasn’t been designed with enough bandwidth or capacity to deliver a reliable, uncongested service to multiple customers, necessitates using compressed codec.

Something everyone reading this will have experienced at some point in their lives is latency, jitter and packet loss. Latency is the delay between when data is sent and received and is mainly caused by too little bandwidth or too many hops between networks. Jitter, simply, is the variation in latency and packet loss is the dropping of data packets when network congestion occurs.

Why does this matter? Latency causes noticeable delays and lags in a conversation, jitter results in uneven speech and delays and packet loss is where bits of speech become garbled or disappear. Hardly the kind of thing a business would want when communicating with customers or when teams are collaborating on important tasks. As a business, it is your right to know what a provider has done to mitigate these problems, such as: does it own and manage its own tier-one network?

Latency, jitter and packet loss will impact the MOS rating of a communication provider’s network. Ask them for proof of their average MOS score and which codec they run their voice network on as standard before you commit your money and your customer’s perception of your business to any contract term.

Lean on the global giants while looking for local innovation

We all experienced how Microsoft Teams evolved during the pandemic. The innovation curve of global giants with large R&D teams is a sight to behold. Whether it is a platform like 3CX or Microsoft Operator Connect, these tried and trusted global businesses are at the bleeding edge of communications technology, while providing the peace of mind that they will still be here tomorrow, next week, and next decade. Look for solutions that don’t rely on small local teams for their very existence, but are provided by partners who instead deploy their dedicated, certified local teams to innovate and advise on how to leverage these global solutions best in the uniquely South African context. That’s the golden ticket to a win-win scenario.

In summary, before looking at generic terms such as fibre-powered, cloud-based, cost-effective and scalable, peer through the windows of the house, analyse the walls, and ask to see the foundations – that’s the checklist that will bring you closer to choosing a UC&C partner that can deliver the best voice and communication service for your specific business needs.

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