[VoiceOps] Ideas for Building Inbound Redundancy

[Ivan Kovacevic]

I see, makes sense.



Have you looked at Grasshopper? They can support both fax and voice and you
can set up ring groups (ring-all, ring in sequence). May be a one stop
solution.





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:* Voip Jacob [mailto:voipjacob at gmail.com]
*Sent:* February 2, 2017 10:30 AM
*To:* Ivan Kovacevic <ivan.kovacevic at startelecom.ca>
*Cc:* voiceops at voiceops.org
*Subject:* Re: [VoiceOps] Ideas for Building Inbound Redundancy



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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