Overview

Understanding VoIP Basics

A technical support team who understand VoIP from the ground up is a team that is best qualified to assist the customer in solving VoIP issues, and that is why training for the TinCanTalk Technical Support team begins at the beginning with the hardware configuration necessary to support VoIP and an explanation of how the devices of this configuration communicate one to the other.

VoIP basics begin first with an overview of the hardware configuration itself. As you can see there are many devices necessary to support the customer’s ability to make and receive a VoIP call. As a technical support person, you need to know as much as possible regarding the purpose and features of these devices in addition to the protocols they use for communication.

In addition to understanding the configuration, it is important to understand the flow of data from one device to the other as well as their inter-relationships. For example, if the PBX isn’t working, what happens. If anything to the telephone call? What are the symptoms when the customer’s Cable or DSL modem is not working properly? Etc.

With a strong foundation, many of the issues reported by the customer can be solved in a matter of minutes, if not seconds.
For example, off the top of your head, do you know symptoms that indicate that the router is not functioning properly? Can you list the top three most common problems reported with the ATA device? With an understanding of the VoIP Basics, you will know the answers to these questions.

VoIP Information