Have a question about VoIP Phone Systems? You’re not alone. At IP Phone Warehouse, we’ve been working with VoIP for well over a decade. We’re not just dedicated to helping you find the best product for your phone system, but also to empowering you with the knowledge to make the correct decision. On this page, you’ll find clear explanations of VoIP phone system terminology and answers to the common questions we’ve been asked over the years.
For a deep-dive into VoIP phones, check out our clear, detailed VoIP Phone Systems Buyer’s Guide >
Does each phone need to have its own extension number?
Yes, each VoIP phone must be setup as an extension off the VoIP phone system in order to make and receive calls.
Do you have to use VoIP lines with a VoIP phone system?
Not necessarily. Many VoIP phone systems have built in FXO ports for connecting analog lines to the phone system. Otherwise, TDM cards or external gateways are commonly used to connect analog lines to a VoIP system.
What is an automated attendant?
An automated attendant is a menu within a VoIP phone system that transfers callers to the correct individual or department without the need for a human receptionist. For example, many auto attendants play a greeting, then list numbers for various departments: press 1 for sales, press 2 for customer support, etc. The caller presses the number for the appropriate department and the phone system automatically transfers them.
What is a ring group?
A ring group is a group of VoIP phones that are setup to ring when the ring group extension is dialed. A single ring group extension contains a set of extensions. For example, the extension for your sales department would contain the extensions of all of your sales team members. When someone dials the sales department, that call would go to the entire sales team. Ring groups can be setup with different ring strategies, including all phones ring at the same time, skills-based routing, round robin, and least talk-time.
What is a call queue?
A call queue is a virtual holding area where a call is held until an agent is available to take it. It allows your company to receive a call when no agent is available to take it right away, as opposed to the caller hearing a busy signal. Businesses commonly have hold music or ads for the caller to listen to while they wait to speak to an agent.