VOIP FAQ

VOIP is an acronym for Voice-Over-Internet Protocol. VOIP is a unified communications service that provides voice integration with other services, such as video conferencing, messaging, and data delivery via the internet.

Unified Communications (UC) is defined as the integrated delivery of voice, video and data over a single platform to support asynchronous or synchronous communication.

Internet protocol is what allows you to access web sites and the Internet. It allows you to exchange data with other sites on the web. VOIP converts your voice into data packets, and then sends the data packet across the internet to connect with other VOIP users or across the PSTN (Public Switched Telephone Network) to connect with people not using VOIP service.

Voice-Over-Internet Protocol refers to calls that traverse networks using Internet Protocol (IP). The voice stream is broken down into packets, compressed, and sent toward its final destination by various routes (as opposed to establishing a single, 'permanent' connection for the duration of the call like a traditional phone line), depending on the most efficient path, which can vary from call to call. At the other end, the packets are reassembled, decompressed and converted back into a voice stream.

Yes, almost all VOIP calls are encrypted to ensure call privacy.

Yes, calls originated from the traditional Public Switched Telephone Network (PSTN) can connect with the VOIP platform and vice versa.

Yes, if you are using a landline, your university-assigned telephone number can be ported over to the new carrier and will not change.

No, 4-digit extension dialing does not work with VOIP. However, people working in a VOIP-compatible building (e.g. Downtown Campus Center, 2020 Buildings) can call people with VOIP and in legacy campus buildings using 5-digit extension dialing.

Yes. VOIP requires network equipment to operate, which means that electricity is necessary for VOIP to work. If power to a UC Merced building using VOIP fails, there will be a 2-hour backup that will enable users to continue with their business. If after 2-hours the power is not restored, there is an assumption that people will vacate the building until power is restored.

Yes. The Downtown Campus Center was Phase 1 for the UC Merced VOIP platform project. Project 2020 buildings are the next phase of VOIP, and legacy campus buildings will eventually move to VOIP as well.

There are two types of VOIP services: phone-based and computer-based. These services allow you to make phone calls using either your regular phone, an app on mobile devices, or a softphone client on a computer (via a headset with a microphone).

VOIP QoS (Quality of Service) is determined by voice or data prioritization. Voice packets are prioritized when network congestion is detected, which maintains the quality and fidelity of the voice call.

Yes, depending on how your handset is configured, you can login and make a call that will appear to be originating from your number. Laptops and PCs equipped with the Softphone client can also be used with your login information to generate calls.

Yes, most providers allow you to use your VOIP service wherever you travel. A broadband Internet connection or a cellular data plan is required.

The VOIP telephony service model is different from traditional voice telephone services in that a phone number is assigned to an individual (versus a physical location or device) and the individual manages voice services in whatever manner best suits one’s needs.

There is a one-time equipment cost when purchasing a handset and, typically, a low monthly recurring cost for the specific types of services provided which are covered under the Common Service Assessment (CSA). For the foreseeable future, long-distance phone charges incurred for calls made over the campus network or over any wireless or wired network are included in the CSA.

You use VOIP the same way you use a regular landline: by picking up the phone to answer it, or dialing a number to make a call.

In terms of technology, or how you dial the number, there are no differences.

Yes, Caller ID is available with VOIP. Caller ID will appear as a name or a phone number.

Yes, Call Forwarding is available with VOIP. Unlike current call forwarding functionality, VOIP provides users with the option to call forward to multiple devices providing extended range of serviceability.

Yes, users can make local, long distance, and international calls.

You can call any phone number in the world, whether that number be a local, long-distance, mobile, or international number.

Yes, users can make and receive calls to and from the Public Switched Telephone Network (PSTN) lines. Any type of call (e.g. local, long distance, international) can be completed.

Unlike a landline that requires fixed equipment and copper wire to connect the person to the Public Switched Telephone Network (PSTN), VOIP connects callers through a broadband Internet connection with various receiver/transmitter devices that include smartphones, softphones, and desk phones. VOIP users can also connect to cellular networks – if using a mobile device where Internet connectivity is not available.

Basically, a softphone is a phone that lets you make calls over the internet from a computer or other smart device. As the name would imply, it is a piece of software that acts as a phone interface, allowing you to dial phone numbers and carry out other phone related functions via a screen (PDA or Computer) using your mouse, keypad or keyboard.

No, you do not need a computer to use VOIP. You can use a mobile device with a VOIP app or a VOIP handset. You do need a computer if you are going to be using a softphone — because a softphone uses your computer as a phone.

No, unless you are using a softphone, which requires the computer to work. If you are using a mobile device or a VOIP handset, you need only an internet connection.

Yes, you can conduct work on the Internet and talk on the phone at the same time.

Yes, Outlook will integrate with VOIP. This integration provides the user with easy Click to Call service capabilities.

Yes, VOIP can be used on a smartphone with the use of an installed app.

Yes, a mobile device with the VOIP app installed can be used outside of the campus network. Accessibility to a broadband Internet connection or a cellular data plan is required.

VOIP connects callers using a broadband Internet connection. Cellular service requires a voice plan that permits the call to be transmitted across a cellular (e.g., 4g, LTE) network.

Yes, VOIP users using a mobile device can make and receive calls across cellular networks. A voice/data plan is required.

If you make a call on the network and at some point during the call you go off network, the call will automatically roll to an available cellular network, which maintains call continuity. Charges will apply while on the cellular network.

Yes, if you are using a mobile device with the VOIP app and have access to a broadband internet connection or cellular network you can use the service.

For incoming VOIP calls, the VOIP softphone app will automatically open to let you know it’s a VOIP call. Additionally, you can configure a different ringtone to differentiate a VOIP call from a cellular call.

This depends on how you have your settings configured. For example, incoming VOIP calls can be configured to forward to voicemail or forward to another person after x number of rings. Or, you can answer either one of the calls, place the caller on hold, and answer the other call. How you decide to configure your communications device will depend on how you perform your daily operations.

No, Short Message Service (SMS) text is not available with VOIP.

If someone has their VOIP number forwarded to you and you receive a call for that person, a message will appear that indicates “forwarded by (name of the person forwarding the call)”. This applies to the VOIP desk phone and softphone application.

This depends on which package the user selected. For the Basic User, 3-way conferencing is included. For the Premium User, 15-way conferencing is included.

Whether you are a Basic or Premium User or using a VOIP softphone or desk phone, you, as the scheduler, will have to contact people individually and join them to the call.

Presently, Skype for Business is integrated with the VOIP platform.

No, presently Zoom is not integrated with the VOIP platform, but will be available as a video-conferencing service across the campus.

The VOIP softphone application requires 50 MB of space.

Yes, secure faxes require a 3rd Party solution or additional gateway equipment. If there are business processes requiring secure faxes, a business case will need to be submitted for budget review and approval for this service.

Faxing is available through the VOIP system.

Yes, Voice over Internet Protocol (VOIP) services can be used to make 911 calls.

Yes, 911 calls from a VOIP number will provide dispatchable location information to the Public Safety Dispatch center, specifically when dialing from a VOIP handset on the UC Merced campus.

Emergency services using a softphone may be limited or unavailable and not recommended for dialing 911. Be sure you have an alternate means of contacting 911.

E911 Service may be limited or unavailable in the event of a power outage, internet failure, if your physical location differes from your designated location entered into Location Manager, or other circumstances. Be sure you have an alternate means of contacting 911.

E911 (Enhanced 911) is support for wireless phone users who dial 911, the standard number for requesting help in an emergency.

Intrado's Location Manager is deployed as a module of Intrado's Emergency Routing Service (ERS), is software that is currently available for Windows users. With Location Manager, this provides mobile users with the ability to keep track of their physical location, regardless of whether they are on-site or working remotely, and get the emergency calls to the right location for emergency assistance dispatching.