Encuentre respuestas a sus preguntas más frecuentes sobre VoIP
La telefonía tradicional está siendo reemplazada gradualmente por VoIP, que en las últimas dos décadas se ha consolidado en empresas de todo el mundo.
Un PBX VoIP aprovecha la red IP existente para gestionar voz y datos, simplificando la administración, mejorando la eficiencia y facilitando la escalabilidad.
Los sistemas telefónicos van más allá de las llamadas de voz. Con la expansión de la telefonía IP, las empresas adoptan PBX VoIP para ganar flexibilidad y funcionalidades.
VoIP (Voz sobre Protocolo de Internet) permite transmitir llamadas de voz a través de redes IP, en lugar de la red telefónica tradicional (PSTN).
IP PBX: Características y Ventajas
¿Qué es un Contestador Automático?
Un contestador automático es un menú telefónico automatizado que da la bienvenida a las personas que llaman y las deriva a una extensión, un departamento o una cola de llamadas sin necesidad de una recepcionista.
¿Cuáles son las ventajas de utilizar un PBX IP?
Un IP PBX administra las llamadas a través de redes de datos, combinando funciones de llamadas empresariales con una mayor facilidad de escalabilidad y administración, así como un potencial ahorro de costos en comparación con los sistemas tradicionales.
¿Qué es IVR?
La Respuesta de Voz Interactiva (IVR) permite a quienes llaman interactuar con un menú grabado mediante el teclado o la voz, de modo que las llamadas y las consultas puedan manejarse o desviarse automáticamente.
¿Qué es la Distribución Automática de Llamadas (ACD)?
La Distribución Automática de Llamadas (ADC) distribuye las llamadas entrantes entre los agentes según reglas como la disponibilidad, las habilidades o el orden de la cola, lo que ayuda a los Contact Centers a administrar el tráfico de llamadas.
¿Qué es DID?
La Marcación Directa Interna (DID) asigna un número externo a una persona o departamento, lo que permite a quienes llaman comunicarse directamente con ellos sin pasar por conmutador central.
¿Qué es un Sistema de Buzón de Voz?
Un sistema de buzón de voz graba los mensajes cuando no se contestan las llamadas y los almacena para que los usuarios puedan acceder a ellos o recibirlos a través de otros canales.
¿Qué son las Comunicaciones Unificadas?
Las comunicaciones unificadas integran llamadas, mensajes, reuniones y herramientas de colaboración relacionadas para que los equipos puedan comunicarse a través de un solo sistema integrado.
¿Qué es Correo de Voz a Correo Electrónico?
La función de buzón de voz a correo electrónico envía el mensaje de voz grabado de un usuario, o una notificación al respecto, a su bandeja de entrada de correo electrónico para facilitar su consulta y seguimiento.
¿Qué son las Teclas BLF?
Las teclas de 'Busy Lamp Field' (BLF) muestran el estado de otra extensión y permiten realizar acciones rápidas, como marcar, transferir o contestar una llamada.
What is intercom and paging?
Intercom provides direct two-way communication, while paging broadcasts audio announcements to selected phones or groups, often used for internal coordination.
PBX en la Nube y Hospedado
¿Qué es un PBX Alojado?
Un PBX alojado es un sistema telefónico empresarial que funciona en un servidor administrado por un proveedor, en lugar de en equipos que se mantienen en las instalaciones de la empresa.
¿Qué es un PBX en la Nube?
Un PBX en la nube ofrece servicios de manejo de llamadas empresariales a partir de una infraestructura hospedada en la nube, lo que permite la administración y el acceso remotos a través de dispositivos conectados a internet.
Hosted PBX vs on-premise
A hosted PBX runs on externally managed infrastructure, while an on-premise PBX runs on equipment maintained by the organization; each differs in control, maintenance, and cost.
What is a virtual call center?
A virtual call center lets agents handle customer interactions from different locations through internet-based calling, call routing, and management tools.
What is a cloud contact center?
A cloud contact center provides customer service tools, such as call distribution and multichannel communication, from hosted infrastructure accessible online.
How can I get a free cloud PBX?
A free cloud PBX option lets a business start with hosted calling and essential features without an initial software charge, subject to the provider's current plan limits.
What is a virtual PBX?
A virtual PBX supplies phone system functions such as extensions, transfers, and call routing without requiring a traditional physical PBX at the business site.
What is a Virtual Phone System & how does it work?
A virtual phone system uses internet-based services and devices to manage a business's incoming and outgoing calls, extensions, and routing.
What is a Hosted Phone System and how does it work?
A hosted phone system places core telephony functions on a remote server, allowing employees to make and receive business calls through connected phones or apps.
Protocolos VoIP
What is RTP?
Real-time Transport Protocol (RTP) carries audio and video media streams across IP networks, typically working alongside signaling and control protocols.
What is SDP?
Session Description Protocol (SDP) describes media session details, such as codecs, addresses, and ports, so communication endpoints can negotiate an audio or video session.
What is H323?
H.323 is a family of protocols for establishing and managing multimedia communications, including voice and video, across packet-based networks.
What is RTCP?
Real-time Transport Control Protocol (RTCP) complements RTP by reporting media delivery and quality information such as packet loss and timing.
What is RCS?
Rich Communication Services (RCS) is an enhanced messaging standard that supports richer conversations, media, and interactive messaging features beyond basic SMS.
Videoconferencia
What is VP8?
VP8 is an open-source video compression codec used in real-time communications, including WebRTC, to encode and transmit video efficiently.
What is WebRTC?
Web Real-Time Communication (WebRTC) enables browsers and apps to exchange live audio, video, and data, often without installing extra plugins.
What is web conferencing?
Web conferencing lets people hold online meetings using audio, video, screen sharing, and other collaborative tools through internet-connected devices.
What is desktop sharing?
Desktop sharing allows a participant to show their computer desktop to others during an online meeting, making demonstrations and collaboration easier.
What is SRTP?
Secure Real-time Transport Protocol (SRTP) protects audio and video streams by providing encryption, authentication, and replay protection for real-time media.
What is DTLS?
Datagram Transport Layer Security (DTLS) secures datagram-based communication and can help establish cryptographic keys for real-time media sessions.
PDF sharing in online meetings
PDF sharing lets meeting participants present document pages directly in an online conference, helping everyone follow the same material.
What is screen sharing?
Screen sharing broadcasts a device's screen or selected application to other meeting participants for presentations, troubleshooting, and collaboration.
How to host a webinar?
Hosting a webinar involves planning an online presentation, inviting attendees, setting up audio and video, and using meeting tools to deliver and manage the session.
Why use remote desktop?
Remote desktop gives an authorized user access to another computer's screen and controls over a network, supporting remote assistance and administration.
What are the benefits of encryption?
Encryption turns communications data into a protected form so unauthorized parties cannot easily read it, improving privacy and security in online calls and meetings.
Teléfonos SIP y VoIP
Can you list all known SIP responses?
SIP response codes indicate the status of a signaling request, from provisional progress messages to success, redirection, and error outcomes.
What are SIP phones?
SIP phones use the Session Initiation Protocol to establish and manage voice calls over IP networks, as desk phones or software-based clients.
What is an IP Phone MAC Address?
An IP phone's MAC address is a unique network interface identifier commonly used when recognizing or provisioning a phone on a local network.
What is a SIP server?
A SIP server processes signaling used to register endpoints and establish, route, or terminate calls between SIP devices and services.
SIP phones / VoIP phones types
VoIP phones can include physical IP desk phones, wireless models, and softphones, enabling calls over an IP connection rather than only traditional lines.
What is SIP?
Session Initiation Protocol (SIP) is a signaling protocol used to initiate, manage, and end voice, video, and other real-time communication sessions.
What is SIP forking?
SIP forking sends an incoming call invitation to multiple registered endpoints so more than one device can ring for the same user or address.
SIP methods / Requests and responses?
SIP uses request methods such as INVITE, ACK, BYE, and REGISTER, together with response codes, to control how sessions are created and ended.
What are SIP trunks?
SIP trunks connect a business phone system to a telephony provider over IP, replacing or supplementing traditional telephone circuits for external calls.
What is a SIP-URI?
A SIP URI is an address used to identify a communication endpoint or service in SIP, commonly following a format similar to sip:user@domain.
Conceptos Básicos Sobre VoIP y PBX IP
What is a PBX phone system?
A Private Branch Exchange (PBX) is a business telephone system that manages internal extensions and connects users to outside phone networks.
What is voice over IP?
Voice over IP (VoIP) converts voice into digital packets and transmits calls over IP networks, including the internet, instead of relying solely on traditional phone lines.
Learn about VoIP gateways
A VoIP gateway bridges conventional telephone connections and an IP-based phone system, enabling calls between legacy equipment or networks and VoIP services.
What are IP phones / IP telephones?
IP phones connect to an IP network to make and receive calls, using a physical desk-phone interface or other network-enabled form factors.
What is a STUN server?
A STUN server helps an internet-connected device discover its public-facing IP address and port mapping when communicating through network address translation.
What is ALG?
An Application Layer Gateway (ALG) inspects or modifies certain application traffic as it passes through a router or firewall; SIP ALG behavior can affect VoIP connectivity.
What is IP telephony?
IP telephony uses internet protocol networks to transmit and manage telephone communications, including business voice calls and associated services.
PBX vs PABX. What's the difference?
PBX is a general term for a private business telephone exchange, while PABX emphasizes automated switching; in modern usage, the names are often interchangeable.
Multi-Line Phone System – A User Guide
Multi-line phone systems let users handle more than one call or line, helping teams manage incoming calls, transfers, and multiple conversations.
What is PSTN?
The Public Switched Telephone Network (PSTN) is the traditional interconnected telephone network used to route calls through public telephony infrastructure.
What is PRI?
Primary Rate Interface (PRI) is an ISDN connection standard that carries multiple voice channels over a digital telephone circuit, often used with traditional business PBXs.
Terminología y Tecnología de la Telefonía
What is ECHO cancellation?
Echo cancellation detects and reduces reflected audio during a telephone or video call, improving the clarity of both sides of a conversation.
What does ENUM mean?
ENUM maps telephone numbers to internet-based communication identifiers using DNS, helping services discover ways to reach a telephone number over IP.
Different types of CODECS?
A codec encodes and decodes audio or video for transmission; different codecs balance bandwidth, compression efficiency, latency, and perceived media quality.
What do FXS and FXO mean?
FXS ports supply the phone line signal to analog devices, while FXO ports connect to an existing analog telephone line, enabling integration with VoIP equipment.
What is a TDM PBX?
A Time Division Multiplexing (TDM) PBX is a traditional telephone system that switches voice calls using allocated time slots on digital circuits.
Contact Center
How does a helpdesk ticketing system work?
A helpdesk ticketing system turns customer requests into tracked tickets that support agents can assign, prioritize, update, and resolve.
The benefits of a helpdesk ticketing tool
Helpdesk ticketing tools organize support requests, improve accountability, and make it easier to monitor customer issues through resolution.
What is an omnichannel contact center?
An omnichannel contact center connects customer conversations across channels so agents can retain context as customers move between phone, chat, and other touchpoints.
What is a multichannel contact center?
A multichannel contact center supports customer service through several channels, such as calls, email, and live chat, which may operate separately.
Live Chat – Frequently Asked Questions
Live chat gives website visitors a way to message a business in real time; the FAQ covers how it works and how organizations can use it for customer conversations.
The 15 Best Call Center Software Options for 2025
This comparison explores call center software options and features to consider, such as call routing, agent tools, reporting, integrations, and deployment.
Fax sobre VoIP
What is T38 fax?
T.38 is a protocol designed to transport fax data across IP networks more reliably than sending fax tones through ordinary voice compression.
What is FoIP – Fax over IP?
Fax over IP (FoIP) sends fax information using IP networks rather than a conventional telephone connection, often using T.38 for fax transport.
Fax work in VoIP environments
Fax over VoIP can be sensitive to delay, packet loss, and audio compression, so supported gateways, codecs, and protocols such as T.38 can improve reliability.
What is fax to email?
Fax to email converts incoming fax transmissions into digital files, often PDFs, and delivers them to a recipient's email inbox.
El Protocolo de Internet se diseñó originalmente para redes de datos. Una vez que se convirtió en el estándar mundial, se adaptó para transmitir también llamadas de voz a través del mismo tipo de red.
Con el VoIP, puede seguir utilizando sus líneas telefónicas actuales. Un Gateway VoIP conecta las líneas tradicionales de la PSTN a su sistema VoIP cuando necesita mayor confiabilidad y disponibilidad.
Un PBX VoIP facilita que los empleados trabajen desde cualquier lugar. Crece al ritmo de su negocio, es más sencillo de administrar que un PBX tradicional y ayuda a reducir los costos administrativos.
3CX es compatible con equipos de diversos fabricantes, sin depender de proveedores ni contratos exclusivos. Consulte nuestras Preguntas Frecuentes sobre VoIP para resolver sus dudas más comunes.
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