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Introduction to your IP Telecom Phone System

Welcome to your IP Telecom voice over IP phone system. This guide describes your new VoIP system and the applications that you can use to set up, manage, and monitor your global office phone system. Use this guide for instructions, resources, and administration of your voice-over-IP (VoIP) system.

There are two types of VoIP accounts:

  • Hosted PBX: A Hosted PBX is a VoIP business phone system where the “PBX hardware” resides in the IP Telecom data centre. Using a hosted PBX can save significant upfront hardware charges because the PBX software/hardware sits remotely at our facility. Connection is made to it from your office through our connectivity with high capacity internet providers.
  • SIP Trunk: If your in house PBX is not IP capable, you can use a SIP trunk to connect to IP Telecom. This works by adding a gateway device that resides between your phone system and the internet and uses a SIP Trunk over your broadband internet connection.


This guide is designed primarily for use with our hosted PBX system. If an article is related to SIP trunk, this will be specified.

How it works

Your new phone system works like a traditional phone system except that the voice traffic is routed through high speed internet rather than through a circuit-switched network. Analog voice signals are digitized and the data is transmitted in data packets. Your VoIP phone is not directly connected to the traditional phone network, it is connected to the internet. As your VoIP provider, IP Telecom translates and transmits the data to the phone network. Calls between VoIP phones, computers, smartphones or a mix of everything work exactly the same. Figure 1 shows a high level overview of how your VoIP system fits into your business network.

voip overview

Key features

The common features on a business VoIP include: extension dialing, voicemail-to-email, virtual receptionist, and ring-group routing rules. Your VoIP system also provides solutions such as directories, reporting, and live call queues for call center operations.

Your VoIP phone system can integrate with other hosted products and services, such as CRM (Zoho), help desk, conferencing, and sales enablement platforms (Zendesk, Salesforce).

Before you begin

Before installing your VoIP system, your current network must meet some minimum requirements. For more information about our prerequisites, see Minimum Network Requirements.

Initial set up

Typical steps for setting up VoIP include:

When you receive your phones, just plug them in and ensure that they are allocated correctly according to your Smart PBX portal. For softphones, your users can simply download and log in.

Terms and abbreviations

Following are some of the common industry protocols and phone system terms used throughout this guide and in your hosted PBX system:

CDR: Call Detail Records - data record with details of all calls made within the telephone exchange.

DISA: Direct Inward System Access - a PBX feature where a caller gets another dial tone for accessing some or all of the features within the PBX, such as making an overseas call, or leaving a voicemail message.

DHCP: Dynamic Host Configuration Protocol - a DHCP server automatically assigned IP addresses, default gateways, and other network parameters to client devices.

DTMF: Dual-tone multifrequency is a method used to dial telephone numbers or to issue commands to switching systems.

ICMP: Internet Control Message Protocol - an error-reporting protocol used by routers to generate error messages to the source IP address.

IDP: Intrustion Detection and Prevention - devices or systems that monitor networks for anomalies and possible threats.

IP: Internet Protocol - defines how computers send packets of data to each other.

ISDN: Integrated Services Digital Network - a phone line for simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the public switch telephone network. - FRA: Fractional rate access - 16 channels - PRA: Primary rate access - 30 channels

LAN: Local Area Network - a small localized network

NAT: Network Address Translation - the process of assigning public network addresses to computers in a private network.

PBX: Private Branch Exchange - private telephone network used within a company or organization.

PSTN: Public Switched Telephone Network - the world's collection of interconnected voice-oriented public telephone networks.

RTP: Real-time Transport Protocol - used to transmit real-time audio and video data.

SDP: Session Description Protocol - used for describing multimedia communication sessions.

SIP: Session Initiation Protocol - this protocol is invoked at the start of each connection.

TCP: Transmission Control Protocol - a standard that defines how to establish and maintain a network conversation through applications that exchange data.

UDP: User Datagram Protocol - used for establishing low latency and loss tolerating connections between application.

VoIP: Voice over Internet Protocol - a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet.

WAN: Wide Area Network - interconnectivity in larger areas such as cities and countries.

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Where to find more information

For more information and troubleshooting tips see our FAQs. If you can't find what you are looking for, you can Contact Support.