Telephony System: The Ultimate Guide

Introduction 

Have you ever heard the word telephony and wondered if it is just a misspelled word? A typo for telephone, perhaps? Telephony system is actually a word that defines the technology that allows the electronic transmission of voice, video, fax, and other communication mediums. 

Still confused? In this article, we will take a deep dive into the definition of telephony systems, the types of telephony systems, a comparison of all the different types, and more. 

What is Telephony?

Telephony is a type of technology. This technology is involved in the development, application, and deployment of telecommunications services. In simple terms, it allows communication between two long-distance users. As we discussed above, it allows for the electronic transmission of different forms of communication. 

You may refer to telephony as an umbrella term that is a technology that allows communication between two distant users which differs in the manner in which it allows for communication. How it differs in the medium of transmission is what makes the basis of the types of Telephony systems. 

Types of Telephony and their workings

Telephony was initially associated with voice communication of two parties over a long distance. As the world of technology evolved, so did telephony. Telephony systems can be broadly categorized into 4, depending on the manner of communication transfer. These are: 

Traditional (PSTN) Telephony System

Traditional telephony systems utilize equipment like wires, cables, and copper telephone lines for the transmission of voice. This is nothing but the plain old telephone (POTS) or the PSTN which stands for public switched telephone network. The PSTN uses physical wires to connect two telephone lines. Traditionally, copper cables were used for this purpose, but now faster fibre optic cables are used.

A traditional phone system entails a physical, private branch exchange (PBX) box connecting and routing calls. For example, a call center using this system would have a physical wire connecting each phone in the center to one central PBX.   

Basically voice communication through PSTN requires that two landlines be physically connected through wires (copper or fibre optic) for data transmission to happen. 

Mobile Telephony System

Mobile telephony system utilizes radio waves to transmit data using cellular technology. Sound is converted into electronic signals which are broadcasted via radio waves. The sound waves are transmitted to a cellular tower through which it is transmitted to the receiver’s mobile or phone. 

Internet (VoIP) Telephony System

Simply put, Internet telephony system is the use of the Internet to place calls. It not only delivers voice, but also video conferencing and text messaging across broadband. This is also known as VoIP or Voice over Internet Protocol (VoIP). This process converts analog voice signals into voice packets. VoIP also allows for advanced features such as call forwarding, video conferencing, the ability to integrate with other software, etc. VoIP systems can be hardware-based or software-based. Hardware-based VoIP provides telephones that are connected to routers. Software-based VoIP is cloud-based and it needs no equipment, VoIP is easy to set up.

Fax (IP Faxing) Telephony System

Fax telephony system is similar to traditional telephony in the sense that both use physical wires and cables to establish a connection. While traditional telephony systems are used to transmit voice data between two end users, fax telephony is used to transmit documents between two fax machines. 

Comparison of all Telephony Systems based on Business Goals

Clearly the benefits of VoIP make it stand out of the rest!

Watch: Difference b/w VoIP and other Telephony Systems

Why is VoIP the best choice for businesses?

Cost Effective 

VoIP operates over the internet, eliminating the need for hefty and costly physical equipment such as cable lines. VoIP eliminates hefty charges for long-distance communication as there is no need to maintain the lines. Since calls are made over the Internet, you need not bear the cost of the call rates of telephone service providers. You would be able to place calls at significantly lower rates or even free. Installation of the hardware or software-based VoIP system is also hassle-free and doesn’t cost a fortune. If you choose a cloud-based VoIP system there is no need to install any extra equipment or appoint employees to install and maintain it. Even hardware-based VoIP systems need only the VoIP phones that are then connected to the router with an ethernet cable.

Scalable 

With VoIP systems, you can add and remove lines as needed as there is no physical equipment that needs to be tweaked for the same. Traditional phones would have required new lines with new cabling, with VoIP one can set up additional lines with a few clicks on their online dashboard.

Mobile 

Since VoIP uses the Internet to place calls, you can make and receive calls from anywhere in the world with an Internet connection. This technology allows businesses to connect with employees who are on the way to a job or an appointment, allows these employees to communicate with the customers while on the go, and basically work from anywhere. With a VoIP system installed on your phone, tablet, or laptop you can take your work anywhere. It also makes it easy for businesses to allow for remote work for their employees. 

Unified Communication 

VoIP technology not only allows for voice communication over the internet but also video and messaging mediums as well. VoIP acts as a unified communication channel, allowing businesses to bring voice,  video, messaging under one platform and easily managing them all from one dashboard. This unified communication streamlines collaboration, allowing teams to connect through multiple channels seamlessly, enhancing overall efficiency and communication.

Easy Integration

VoIP can integrate with other business tools, such as CRM systems, email, or customer support software. This allows for smoother workflows and enhances the overall customer service experience.

Improved Call Quality

With the right internet connection, VoIP offers high-definition voice clarity, making communication crystal clear. Gone are the days of poor-quality landline calls that are hard to hear.

Reporting and Metrics 

Using Landline telephones for business communications limits you from understanding the call metrics. With VoIP, one can easily track important metrics such as total call time, average handle time, hold time, etc. 

These will help you to understand how you can handle calls better. Customer experience can be significantly improved once you are able to measure your performance. 

Offers Advance Features 

VoIP offers some awesome features such as: 

Automated Assistant

This assistant will help route incoming calls to the respective departments. Interactive Voice Response or IVR, allows for the execution of this feature. IVR comes with features like customizable greetings or the ability to route to multiple numbers.

Call Forwarding

This feature allows for unanswered calls to be automatically transferred to an available extension or phone number. It ensures that no customer call is left unanswered. 

Call Hold and Transfer

This feature will allow you to place a caller on hold or transfer to a different department or extension as needed. 

Call Recording

So call recording is a VoIP module that allows workers to record calls for training and reference purposes. 

Call Pop

Call pop is a feature that shows information about the incoming caller on the agents’ screen. Basic information such as name and phone number will be included along with other useful information. 

Voicemail

The voicemail feature allows callers to leave a voice message when their call goes unanswered. With Emitrr, these voice messages can also be transcripted and turned into text messages.

Call Routing

Call routing directs calls to a specific department according to the caller’s need. This is usually done by using the inputs dialed in by the user at the IVR to help map to the required department. Call routing reduces call hold time and thus improves customer satisfaction scores. There are different methods of call routing. These are Round Robin, Regular, Simultaneous, and Weighted.

Call Notify

Call notify is setting up agent alerts for whenever a call is received. These alerts can be in the form of email or text messages. They help ensure that no call is missed and the agent is aware of the incoming call.

Call Queue

This is a very important feature for organizations that receive a lot of inbound calls. Call queue puts the callers into a queue based on when they call. These callers in the queue are usually welcomed with pre-recorded messages or on-hold music. Call queueing allows for the proper distribution of calls

IVR

This stands for Interactive Voice Response. IVR allows callers to interact with an organization’s voice menu. By choosing options that are most suitable to the caller,  they will be able to resolve their queries quickly.

Both small businesses and established big organizations can use VoIP.

Why is Emitrr the best VoIP telephony system?

Emitrr excels in providing a robust, user-friendly platform that meets the needs of modern businesses. Here’s why Emitrr distinguishes itself from other desktop phone apps:

Great Uptime

Emitrr guarantees an impressive 99.99% uptime, ensuring that your calls are consistently clear and uninterrupted. With such reliability, you can enhance the customer experience, leading to improved acquisition and retention rates.

Easy to Use

One of Emitrr’s standout features is its ease of use. The software is straightforward to set up, and your team can start utilizing its features with minimal training. Should you encounter any issues, the support team is readily available to assist you.

Seamless Integration with Existing Tools

Emitrr integrates seamlessly with over 1,000 software applications, allowing you to streamline your workflows effortlessly. Setting up these integrations is simple and can often be done independently. However, if you require assistance, the support team is just a call away.

Reduced Missed Calls

With features like auto-attendant, missed call text back, voicemail transcription, and after-hours communication, Emitrr helps eliminate missed calls. By ensuring that every call is attended to, you’re not just improving customer service; you’re also seizing every business opportunity.

Round-the-Clock Support

Emitrr offers comprehensive support through various channels, including phone, chat, email, and live representatives. The live chat feature allows you to receive real-time answers to your questions, ensuring that your workflow remains uninterrupted.

Manage All Phone Needs on a Single Platform

Emitrr simplifies communication by allowing you to handle all customer calls and information from a single dashboard. You can easily add users, teams, and locations while scaling your business. The platform also supports advanced call routing, IVR menu setup, and call quality monitoring through analytics.

Easy Accessibility from Any Desktop

Unlike traditional phone systems, Emitrr offers accessibility from any device. Enjoy advanced features like text message automation, web chat, secure text messaging, SMS scheduling, and voicemail transcription, making your communication strategy versatile and efficient.

 Telephony System FAQs