SHARE



ABOUT THE AUTHOR


Matt Brunk
Matt Brunk has worked in past roles as director of IT for a multisite health care firm; president of Telecomworx,...
Read Full Bio >>
SHARE



Matt Brunk | October 27, 2013 |

 
   

SIP Strategies

SIP Strategies Implementing SIP trunks can be challenging or it can be managed like any other process.

Implementing SIP trunks can be challenging or it can be managed like any other process.

Implementing SIP trunks can be challenging or it can be managed like any other process. Then there's the risk that some customers fear putting all their voice traffic over IP. After implementation there's usually follow up work with the local Telco, and that isn't always the most enjoyable for customers to undertake.

In my prior post SIP Aid, I noted that establishing test trunks is essential to testing your network and readiness for SIP trunks. I also suggested managing implementations in stages and to avoid implementing everything at once. There are some basic moves customers can take to mitigate risk and when dealing with their local Telco or carrier.

One of our commercial accounts doubled the size of his office. After reviewing his telephone bill he asked what could he do to reduce it. We ported the published number and an 800 number. We retained three POTS lines (CustoPak--a Centrex service): two lines that hunt (rollover) and a third line for the fax.

We did this for a couple of reasons. The CustoPak lines are under contract and require a minimum of two lines. All the CustoPak lines have unlimited local and long distance calling included. We had the provider set the lead number of the two-line hunt group for accepting inbound traffic during any failover. In the PBX we set the outbound calls to always route over the two CustoPak lines first choice, to pack these lines with the most amount of traffic and to free up the SIP trunks for inbound and outbound dialing. Then, if a failure occurs, two simultaneous calls would route inbound. Last, we didn't breach the contract and the so customer doesn't need to face early termination liability from the Telco.

E-fax is another great way to push down the Telco costs. Inbound faxes route to the provider that delivers the fax to your designated email address(es). Outbound faxing is handled by our gateway on the IP-PBX and I've mentioned before that Panasonic has done an excellent job of fax over IP using SIP trunks using best route available via Internet, private line and MPLS. A key benefit to E-fax besides the lower costs is that simultaneous calls are possible, unlike many fax machines that are standalone or have limited hunt groups for inbound callers. Then, when a standalone machine runs out of toner or paper it may or may not queue inbound faxes, and when fax machines need rebooting, more disruption to inbound faxing occurs.

Several of our campus customers have learned that having an inventory and then physically verifying the inventory at the demarcation is important before beginning a transition over to SIP trunks. Fire, sprinkler and security alarms generally need POTS and we still see a lot of resistance moving these lines over to SIP trunks.

In every campus deployment, we've broken down the services that we are going to port in stages. While it takes longer, we seem to be more successful with both the provider and the Telco involved when transitioning services. We schedule an agreed-upon time to port, and it depends upon the comfort level of the customer and whether or not we anticipate issues. It's important to know the hours that your provider will provide support, including any other party involved in administering your network and telephony solution. Then, can you port at 12 noon or 12 midnight? Business needs often dictate an after-hours time, but assurances need to be set so that you have support when issues arise.

When customers deal with their carriers and local Telcos, we suggest that they do the same when cleaning up and disconnecting services--manage this in blocks. If you are going to disconnect lines under one account, then make that one transaction but don't mix accounts and tasks such as changing features or adding something. Hang up and call back and issue a separate request.

Whenever DIDs are involved in a SIP porting, do inventory and only port number blocks in groups at a time. When the porting becomes complex, too many things can go wrong that end up delaying the port or worse, losing the DID block. This is where it can get ugly, so customers need to pay attention to the fine print on providers' contracts about the loss of numbers and any recourse.

Another useful tidbit is to get to know your SIP trunk provider. One of our customers emailed us a string of emails from their provider. The provider's system automatically emails the customer contact whenever "All SIP Trunks are busy" at the customer end. How cool is this for a marketing tool? Really, it's effective. The client forgot to pull the trigger on adding more concurrent call sessions (SIP trunks). The provider's system automatically emails the client with the calling party's telephone number and date and time of the call(s). The provider that does this is Broadvox, and for anyone concerned about inbound traffic this is a meaningful tool.

A few weeks ago we ported a customer's services at 11:30 in the morning, we set programming changes the night before and outlined any changes during the porting. The provider called around 11:28 and asked if the port was still a go and around 11:32 we were off the phone and the customer noticed nothing. Don't you wish all ports were this easy? I remember what Sorell Slaymaker once said: "Complexity can be managed."

Follow Matt Brunk on Twitter and Google+!
@telecomworx
Matt Brunk on Google+





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

October 18, 2017

Microsofts recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsofts new Team Collaboration offering, Teams, will be its primary communicatio

September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated proces

September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.