[VoiceOps] Ideas for Building Inbound Redundancy
ivan.kovacevic at startelecom.ca
Thu Feb 2 08:48:28 EST 2017
Without knowing the PBX type and how your users connect to it (SIP?), it’s
a bit of a guess, but here is what we do for our cloud contact centre
solution (and for our clients who run their own PBXs):
- Your provider should be able to failover to another IP endpoint fairly
easily (in addition or instead to routing to a 11 digit number).
- With that, you can set up another instance of your PBX – at a
different data center (keep configurations replicated)
- Have your user accounts register into both (Line 1 to DC A, Line 2 to
- If there is an outage in data center A, calls get routed to Data
- User phones will still ring, the queues will work, etc. No one should
notice that there was an outage at DC A.
Vice President, Client Services
Star Telecom | www.startelecom.ca | SIP Based Services for Contact Centers
*From:* VoiceOps [mailto:voiceops-bounces at voiceops.org] *On Behalf Of *Voip
*Sent:* February 2, 2017 8:38 AM
*To:* voiceops at voiceops.org
*Subject:* [VoiceOps] Ideas for Building Inbound Redundancy
I've searched back in the VoiceOps archive for a discussion about
redundancy, and it has been a while. I wanted to spark a useful discussion
for the list, and hopefully figure out one issue we're having.
We use a SIP provider that connects to our IP-PBX in our datacenter. We
have standard redundancy within our PBX infrastructure, but we want to
build out redundancy for if our SIP provider has an issue reaching our PBX
(could be DNS issues, network issues, primary & backup datacenters down,
If our SIP provider is unable to reach our PBX, they offer a 'failover
route' where it can route to a standard 11-digit DID. For individual
employees' DIDs, we're just routing directly to their cell number. The
issue is routing our high-volume DIDs -- the main IVR, the call groups, etc
-- to simultaneously ring a group of cell numbers.
>From our research, the best bet seems to be to utilize eVoice
<https://www.evoice.com/feature/included/simultaneous-ring>, and setup up a
new (unpublished) DID to ring ~15 cell phones using up their 'Simultaneous
Ring,' and then forward our high-volume DIDs to the new eVoice DID.
Does anybody have experience with this? Am I going about this in an
asinine way? Is there a better vendor? Are there other ways that you've
built out inbound redundancy for VoIP solutions you've deployed?
P.S. To add to discussion - While our SIP provider were to be disconnected
from our PBX, lost inbound faxes are also a concern. I'd then use
something like eFax <https://www.efax.com.au/web-fax-pricing> to take the
inbound faxes to a distribution group email (after testing it works while
forwarded from our SIP provider, who does use T.38), by setting a backup
route for our fax DIDs to hit our new eFax DID. These two measures would
ensure minimal missed calls/faxes while critical infrastructure was down.
eVoice Link: https://www.evoice.com/feature/included/simultaneous-ring
eFax Link: https://www.efax.com/features
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