[VoiceOps] Ideas for Building Inbound Redundancy

[Voip Jacob]

Thanks for the response Ivan -- My apologies if I wasn't clear.  We are
using SIP to connect to a 3CX PBX, and we already have the redundancy with
a secondary PBX in another data center already.

The case that we're trying to protect against would be if both PBXs at both
data centers were unreachable for our SIP provider (DNS issues, internal
network routing issues, routing issues between SIP provider & datacenters,
etc.).  We'd have the failover hit user cell phones for direct DIDs, the
problem in this scenario is routing the call queues/groups to a batch of
cell phones phones (assuming that our entire PBX/desk phones infrastructure
is down).

Thanks,
Jacob

On Thu, Feb 2, 2017 at 8:48 AM, Ivan Kovacevic <
ivan.kovacevic at startelecom.ca> wrote:

> 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 DC B).
>
>
>
>    - If there is an outage in data center A, calls get routed to Data
>    Center B.
>
>
>
>    - User phones will still ring, the queues will work, etc. No one
>    should notice that there was an outage at DC A.
>
>
>
>
>
> Best Regards,
>
>
>
> Ivan Kovacevic
>
> Vice President, Client Services
>
> Star Telecom | www.startelecom.ca | SIP Based Services for Contact
> Centers | LinkedIn
> <https://www.linkedin.com/company/star-telecom-www-startelecom-ca-?trk=biz-companies-cym>
>
>
>
> *From:* VoiceOps [mailto:voiceops-bounces at voiceops.org] *On Behalf Of *Voip
> Jacob
> *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,
> etc.).
>
> 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?
>
> Thanks,
>
> Jacob
>
> 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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