We have established trunks directly from one or more of our carriers directly into our office phone system and now do not run much of our own office systems over our own network explicitly to prevent this sort of nightmare scenario from playing out. Obviously at that point your selection in origination carriers may become the trouble point, so I would make sure the origination carrier is truly carrier grade, or you can publish multiple support contact numbers which come through different carriers. Also consider leveraging out of band communications for that nightmare scenario where the infrastructure has experienced some kind of critical failure and realistically your poor support team will be unable to do anything save for act as customer punching bags. Twitter, livechat systems and announcement webpages can all be excellent for communicating with your customers in these scenarios. On 10/12/2012 10:25 AM, Carlos Alvarez wrote:
I'm curious how other small VoIP providers handle having a fail-over for their main (support) phone number in case their entire infrastructure is unable to take calls. I know we all build in redundancy, but for the big what-if scenario where nothing is available and the calls fail, you still need to take your customer support calls.
We have one carrier who does PSTN failover, but they're far from our primary or an ideal carrier for us. None of our major origination providers do this.
-- Carlos Alvarez TelEvolve 602-889-3003
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