IT Glossary
What is VoIP?
Voice over IP: telephony over the internet — the company exchange becomes a cloud service with numbers, extensions, routing and CRM integration.
The physical exchange in the cupboard, with its per-minute costs and its dedicated cabling, has been quietly retired. VoIP carries voice as data over the internet, and the company exchange becomes a cloud service administered from a web page: numbers, including keeping the ones you already have, extensions for every colleague, voice menus, intelligent routing that behaves differently during office hours than at weekends, waiting queues, call recording with the legal notification duties attached to it, and — the bridge that turns telephony from a cost into a sales instrument — integration with the CRM, so an incoming call opens the customer record with its whole history and conversations log themselves against the contact. The economics settled the market some time ago. Infrastructure costs fall close to zero, because phones become applications on computers and mobiles alongside optional desk handsets; call rates are low, particularly internationally; and distributed work becomes trivial, since an extension rings identically whether the person is at the office, at home or travelling. Quality has conditions, and this is where experiences diverge: a decent internet connection with headroom, voice traffic prioritised on the office router, and a configured fallback so that outages divert calls to mobiles automatically rather than during the crisis itself.
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Why it matters for your business
A company exchange without an exchange
Numbers, extensions, menus and routing administered from a web page: the capabilities of large corporations on a small-business subscription.
A distributed office, invisible to customers
The team answers the company numbers from anywhere, so telephony follows the people rather than the building, and remote work is not audible on the line.
The phone connected to sales
CRM integration brings up the customer record on every call and logs conversations automatically, so missed calls and response times finally become visible numbers.
Frequently asked questions
Can we keep our existing phone numbers when moving to internet telephony?
Yes — number portability is a regulated right in Romania, so the company’s fixed and mobile numbers move to the new provider through a standard procedure taking a few working days, and customers notice nothing at all. The sound transition practice is to test the new service on a new number for a few weeks, checking quality and features, then port the main numbers, so there is never a period in which the company appears not to answer.
What happens to the phones when the internet connection fails?
The exchange lives in the cloud, so it keeps working — only your office has dropped out of the equation. Calls divert automatically to mobiles under a rule configured in advance rather than during the crisis, voicemail catches what cannot be answered, and the provider’s mobile apps keep extensions alive over a cellular connection. With a cheap second connection or router failover the scenario becomes almost theoretical, but the diversion rule gets configured regardless, because it costs nothing.
Is recording customer calls legal, and how is it done properly?
With a legal basis and transparency, yes: an announcement at the start of the call is mandatory, the purpose must be legitimate and documented, access to recordings restricted, and retention limited in time under a written policy. Employees are informed explicitly as well. Data protection law treats voice as personal data, so the whole arrangement enters the company record of processing activities, and a short session with a data protection adviser before switching recording on saves long discussions afterwards.
Let’s talk about your project
Message us on WhatsApp or send an email — you talk directly to a developer.
office@northdan.com · +40 752 070 247