Voice: More a Service than a Protocol

Written by Guest Author | January 25, 2012 | 0

The widespread adoption of IP protocol has transformed the way businesses communicate, both internally and externally. But the poor service delivered by the increasing number of ‘fly by night’ VoIP service providers is tarnishing the reputation of the industry.

As well as this, there are several arguments to suggest that VoIP is a potentially dangerous security environment, and that many users do not fully understand the risks involved with Internet telephony.

There is no denying that the Internet isn’t without its security holes. However, to assume that VoIP is altogether unsafe is extremely short-sighted.

Part of dispelling the doubts around VoIP comes down to simple education. Firstly, it’s worth remembering that VoIP does not mean ‘Voice over the Internet‘, it means ‘Voice over Internet Protocol‘ – it’s a technology that can be delivered insecurely over the Internet, or securely over a private Cloud. So to avoid potential security issues, start by avoiding any VoIP provider who only uses the Internet.

What is “Voice” ?

When providers talk about providing a “voice” service, they’re talking about much more than just a protocol like VoIP. A voice service is a business-critical system that delivers a service by embracing a range of technologies, including digital and analogue as well as IP. It is a service that affects every employee in any given organisation.

voice protocols Voice: More a Service than a Protocol

Because voice services embrace a variety of technologies, any security concerns should be considered across all areas of the service. With VoIP, there is a danger that if viewed solely from a network perspective, other important areas may be overlooked.

Although the network may be secure, there are other elements of the voice service to consider, such as resilience, change management, call fraud and availability, etc. While a secure network is essential, ignoring other components of the service could result in unwanted downtime, or even worse, security holes.

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It is very important that these concerns are taken seriously, as a secure network alone will not protect an organisation from poor systems monitoring or change management. Often human error is to blame for these issues, with a recent survey suggesting that 80 percent of all unplanned downtime is self-inflicted.

Provider checklist

To help avoid network issues, it pays to work with an experienced business IP telephony service provider to manage your Voice system. To help inform your decision, ask them the following;

Do they host their Voice services on a 24/7 managed MPLS network, or are they just an Internet VoIP provider?
How good, or bad, is their track record? Be sure to follow up references and case studies.
Do they have operational experience of running a phone service? More than just ‘supply and fit’?
Are they more than just a website? Can you visit their facilities? If the provider offers a managed service, request a tour of the site. How they protect against physical security threats is also a very important consideration.

Choosing a reliable and trustworthy service provider is a critical decision for any business. Make sure that your provider offers everything you need to ensure security and continuity at all times.

Author is from InTechnology is a UK pioneer in hosted VoIP services for businesses, offering a wide range of secure, integrated and cost-effective managed Cloud solutions. To find out more about hosted business VoIP visitwww.intechnology.co.uk.