[VoiceOps] Vendor Pros\Cons

[Shawn L]

I completely agree.  The support for the C15 is some of the best we get
from all our vendors.  They’re pretty much the only vendor where an actual
engineer answers the support line when you call in - ie no voicemail tree
unless all of them are currently on the phone.  About the only thing they
won’t help you with is major translation changes (that’s engineering
services).

We don’t use Meta so I have no first hand knowledge of their support, but
I’ve heard horror stories from partners that do.

I do wish the c15 had a better built-in SBC. The need to purchase an
external one of you need to do tricky stuff (transcoding dtmf digits. Grr)
is kind of a pain. But on the other hand I guess it’s one less thing to
worry about if you don’t need it.


On Sun, Dec 26, 2021 at 2:43 PM Mike Johnston <mjohnston at wiktel.com> wrote:

> I feel I should also mention that even though the C15's CLI is a
> bit...old school, the platform is quite robust.  Especially if you are
> using SIP, there are very few failure modes that would cause a service
> impacting event.  Everything is redundant and can generally shift the
> call flows around failing hardware on the fly.  We've performed major
> software upgrades of the C15s while holding an uninterrupted SIP phone
> call during the entire upgrade.  From the day it's powered on, until the
> day it is replaced with something else, you can expect the C15s to be
> constantly operational (except for that time a tech dropped a wrench
> across the battery terminals).
>
> They also have great TDM support, but some hardware failures, of course,
> will take down in-progress TDM calls.  That is, if the call is on a T1
> that is connected to a port module that just died, then that call will
> need to be re-established on a different T1 that is a port module that
> is still working.  I feel that this sort of concern is nothing new to
> people who are used to working with TDM, though.
>
> The C15 support from Ribbon is amazing.  The technicians are very
> friendly, very patient, very accommodating, and always very
> understanding of what it is you are trying to accomplish.  I've had a
> couple times where I've had a feature request (or maybe you could argue
> a bug/non-RFC compliant behavior), and they fixed the issue.  However,
> for one of them, that fix took quite a while.  But, they want changes to
> their code to be very thoughtful and well tested.  This keeps their
> platform stable, very stable (see my first paragraph).
>
> If you want to have a Hosted PBX offering, I do not feel the C15 is good
> fit for that.   We use FreeSWITCH for Hosted PBX, and link each virtual
> customer to the C15 with a SIP trunk (the C15 calls it a SIP PRI).
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