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We do this by default for our customers with SIP trunking. Just play it as early media and then send a busy. We have a monthly minimum spend of $200 per customer so it's not a big deal to do something for each one, we probably wouldn't do it for $50 customers. On Fri, Jan 10, 2020 at 10:29 AM Deborah McDuffie <dmcduffie at socket.net> wrote:
Good morning,
We've got a request from one of our SIP trunk customers, asking us to provide an automated recorded message should their inbound call volume unexpectedly exceed their trunk capacity (rather than a busy signal). They don't want to have the calls rerouted, or answered, per se, or have people leave a message - just an announcement that they have a situation that has resulted in an excessive call volume, and asking people to call back.
This is the first time we've gotten such a request, and it doesn't look like a common SP service offering. Normally, customers just provide an alternate overflow destination for us to send the calls to. Are there any other service providers who have offered this kind of failover/overflow service for exceeding trunk capacity, and, if so, how did you price the service? Please feel free to contact me directly, if you have any suggestions.
-- Deborah McDuffie Sales Engineer Socket Telecom (573) 817-0000, ext 157dmcduffie at socket.net
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Carlos, Do you allow customers to customize messaging ... and have you found the early media works fairly consistently? (i.e. someone in between doesn't insert their own ringtone). Also from trunk utilization perspective, that channel is still occupied, right? <http://www.startelecom.ca> *Ivan Kovacevic* *Co-Founder and VP Client Services* *STAR TELECOM* On Fri, Jan 10, 2020 at 12:33 PM Carlos Alvarez <caalvarez at gmail.com> wrote:
We do this by default for our customers with SIP trunking. Just play it as early media and then send a busy. We have a monthly minimum spend of $200 per customer so it's not a big deal to do something for each one, we probably wouldn't do it for $50 customers.
On Fri, Jan 10, 2020 at 10:29 AM Deborah McDuffie <dmcduffie at socket.net> wrote:
Good morning,
We've got a request from one of our SIP trunk customers, asking us to provide an automated recorded message should their inbound call volume unexpectedly exceed their trunk capacity (rather than a busy signal). They don't want to have the calls rerouted, or answered, per se, or have people leave a message - just an announcement that they have a situation that has resulted in an excessive call volume, and asking people to call back.
This is the first time we've gotten such a request, and it doesn't look like a common SP service offering. Normally, customers just provide an alternate overflow destination for us to send the calls to. Are there any other service providers who have offered this kind of failover/overflow service for exceeding trunk capacity, and, if so, how did you price the service? Please feel free to contact me directly, if you have any suggestions.
-- Deborah McDuffie Sales Engineer Socket Telecom (573) 817-0000, ext 157dmcduffie at socket.net
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-- NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message.
The events are so few, that I really haven't paid close attention. We're not paying for unanswered calls. In my testing, early media did work, and I haven't heard otherwise. But we're small, our SIP trunking amounts to maybe 500-800k minutes, and rarely do customers not accept the call. We have done custom recordings, and limit them to being very short, like old style telecom messages. We have one running right now for a customer who has closed an office and nobody is complaining about a problem with it. On Fri, Jan 10, 2020 at 10:37 AM Ivan Kovacevic < ivan.kovacevic at startelecom.ca> wrote:
Carlos,
Do you allow customers to customize messaging ... and have you found the early media works fairly consistently? (i.e. someone in between doesn't insert their own ringtone).
Also from trunk utilization perspective, that channel is still occupied, right?
*Ivan Kovacevic*
*Co-Founder and VP Client Services*
*STAR TELECOM*
On Fri, Jan 10, 2020 at 12:33 PM Carlos Alvarez <caalvarez at gmail.com> wrote:
We do this by default for our customers with SIP trunking. Just play it as early media and then send a busy. We have a monthly minimum spend of $200 per customer so it's not a big deal to do something for each one, we probably wouldn't do it for $50 customers.
On Fri, Jan 10, 2020 at 10:29 AM Deborah McDuffie <dmcduffie at socket.net> wrote:
Good morning,
We've got a request from one of our SIP trunk customers, asking us to provide an automated recorded message should their inbound call volume unexpectedly exceed their trunk capacity (rather than a busy signal). They don't want to have the calls rerouted, or answered, per se, or have people leave a message - just an announcement that they have a situation that has resulted in an excessive call volume, and asking people to call back.
This is the first time we've gotten such a request, and it doesn't look like a common SP service offering. Normally, customers just provide an alternate overflow destination for us to send the calls to. Are there any other service providers who have offered this kind of failover/overflow service for exceeding trunk capacity, and, if so, how did you price the service? Please feel free to contact me directly, if you have any suggestions.
-- Deborah McDuffie Sales Engineer Socket Telecom (573) 817-0000, ext 157dmcduffie at socket.net
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_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message.
We consult and provide platforms to trunking providers, so cannot speak of any in-house policies. However, what we see across the board for retail SIP trunking providers is that customers of our customers don't want to be seen as being out of business or closed, nor to confuse their inbound callers, when their PBX is down or unreachable, or they are out of prepaid credit, or something like that. So, telco disconnect messages and busy signals are frowned upon. The usual request for overflow is to play some sort of innocuously opaque recording and dump to a generic last-resort voicemail-to-email system, a la, "Sorry, we're unable to take your call right now. Please leave your name, number and a brief message, and we will get back to you as soon as possible" kind of thing. I don't know of many SIP trunking providers that provide the option for custom recordings, and most of ours don't seem to want to get too far into the business of playing custom recordings for their customers lest they be expected to provide a variety of them for myriad situations that are further up the stack, closer to the application/Class 5 level. -- Alex On Fri, Jan 10, 2020 at 10:40:45AM -0700, Carlos Alvarez wrote:
The events are so few, that I really haven't paid close attention. We're not paying for unanswered calls. In my testing, early media did work, and I haven't heard otherwise. But we're small, our SIP trunking amounts to maybe 500-800k minutes, and rarely do customers not accept the call.
We have done custom recordings, and limit them to being very short, like old style telecom messages. We have one running right now for a customer who has closed an office and nobody is complaining about a problem with it.
On Fri, Jan 10, 2020 at 10:37 AM Ivan Kovacevic < ivan.kovacevic at startelecom.ca> wrote:
Carlos,
Do you allow customers to customize messaging ... and have you found the early media works fairly consistently? (i.e. someone in between doesn't insert their own ringtone).
Also from trunk utilization perspective, that channel is still occupied, right?
*Ivan Kovacevic*
*Co-Founder and VP Client Services*
*STAR TELECOM*
On Fri, Jan 10, 2020 at 12:33 PM Carlos Alvarez <caalvarez at gmail.com> wrote:
We do this by default for our customers with SIP trunking. Just play it as early media and then send a busy. We have a monthly minimum spend of $200 per customer so it's not a big deal to do something for each one, we probably wouldn't do it for $50 customers.
On Fri, Jan 10, 2020 at 10:29 AM Deborah McDuffie <dmcduffie at socket.net> wrote:
Good morning,
We've got a request from one of our SIP trunk customers, asking us to provide an automated recorded message should their inbound call volume unexpectedly exceed their trunk capacity (rather than a busy signal). They don't want to have the calls rerouted, or answered, per se, or have people leave a message - just an announcement that they have a situation that has resulted in an excessive call volume, and asking people to call back.
This is the first time we've gotten such a request, and it doesn't look like a common SP service offering. Normally, customers just provide an alternate overflow destination for us to send the calls to. Are there any other service providers who have offered this kind of failover/overflow service for exceeding trunk capacity, and, if so, how did you price the service? Please feel free to contact me directly, if you have any suggestions.
-- Deborah McDuffie Sales Engineer Socket Telecom (573) 817-0000, ext 157dmcduffie at socket.net
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NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message.
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-- Alex Balashov | Principal | Evariste Systems LLC Tel: +1-706-510-6800 / +1-800-250-5920 (toll-free) Web: http://www.evaristesys.com/, http://www.csrpswitch.com/
We do it frequently for our contact centre clients. Most frequent use case is when client's internal call processing becomes unavailable (capacity or outage) but we do charge for SIP capacity to accept, answer those calls and play a custom announcement. If they want an announcement without paying for lines, that's called the busy signal. They should get more trunks than call processing licenses and that would meet their requirements (but they have to pay for trunk capacity, as do you). <http://www.startelecom.ca> *Ivan Kovacevic* *Co-Founder and VP Client Services* *STAR TELECOM* On Fri, Jan 10, 2020 at 12:29 PM Deborah McDuffie <dmcduffie at socket.net> wrote:
Good morning,
We've got a request from one of our SIP trunk customers, asking us to provide an automated recorded message should their inbound call volume unexpectedly exceed their trunk capacity (rather than a busy signal). They don't want to have the calls rerouted, or answered, per se, or have people leave a message - just an announcement that they have a situation that has resulted in an excessive call volume, and asking people to call back.
This is the first time we've gotten such a request, and it doesn't look like a common SP service offering. Normally, customers just provide an alternate overflow destination for us to send the calls to. Are there any other service providers who have offered this kind of failover/overflow service for exceeding trunk capacity, and, if so, how did you price the service? Please feel free to contact me directly, if you have any suggestions.
-- Deborah McDuffie Sales Engineer Socket Telecom (573) 817-0000, ext 157dmcduffie at socket.net
_______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
-- NOTE: This email message and any attachments are for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by replying to this email, and destroy all copies of the original message.
Call-forward busy or is that simplifying it too much? From: VoiceOps <voiceops-bounces at voiceops.org> On Behalf Of Deborah McDuffie Sent: Friday, January 10, 2020 11:30 AM To: voiceops at voiceops.org Subject: [VoiceOps] Call Overflow Handling Good morning, We've got a request from one of our SIP trunk customers, asking us to provide an automated recorded message should their inbound call volume unexpectedly exceed their trunk capacity (rather than a busy signal). They don't want to have the calls rerouted, or answered, per se, or have people leave a message - just an announcement that they have a situation that has resulted in an excessive call volume, and asking people to call back. This is the first time we've gotten such a request, and it doesn't look like a common SP service offering. Normally, customers just provide an alternate overflow destination for us to send the calls to. Are there any other service providers who have offered this kind of failover/overflow service for exceeding trunk capacity, and, if so, how did you price the service? Please feel free to contact me directly, if you have any suggestions. -- Deborah McDuffie Sales Engineer Socket Telecom (573) 817-0000, ext 157 dmcduffie at socket.net<mailto:dmcduffie at socket.net>
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I wouldn't think it would be any different than sending them to a voicemail box that's already full.....if that makes sense. I mean do you charge for a voicemail service by the number of messages left? Do you charge people more if they don't empty their voicemail box? MARY LOU CAREY BackUP Telecom Consulting Office: 615-791-9969 Cell: 615-796-1111 On 2020-01-10 01:23 PM, Deborah McDuffie wrote:
In this case, the customer doesn't have a destination to forward the calls to. They want us to be the provider of that custom message and terminate the call on our platform. If they had another destination, we're already set up to provide that kind of overflow.
We can do it from a technical standpoint, but are trying to determine if others are providing similar service, and what the market rate would be. Also, if anyone has insight if there were any regulatory or other issues that we haven't considered about doing so.
Thanks to everyone for their responses so far, they've been helpful.
Deborah McDuffie Sales Engineer Socket Telecom (573) 817-0000, ext 157 dmcduffie at socket.net
On 1/10/2020 12:36 PM, Lee Riemer wrote:
Call-forward busy or is that simplifying it too much?
FROM: VoiceOps <voiceops-bounces at voiceops.org> ON BEHALF OF Deborah McDuffie SENT: Friday, January 10, 2020 11:30 AM TO: voiceops at voiceops.org SUBJECT: [VoiceOps] Call Overflow Handling
Good morning,
We've got a request from one of our SIP trunk customers, asking us to provide an automated recorded message should their inbound call volume unexpectedly exceed their trunk capacity (rather than a busy signal). They don't want to have the calls rerouted, or answered, per se, or have people leave a message - just an announcement that they have a situation that has resulted in an excessive call volume, and asking people to call back.
This is the first time we've gotten such a request, and it doesn't look like a common SP service offering. Normally, customers just provide an alternate overflow destination for us to send the calls to. Are there any other service providers who have offered this kind of failover/overflow service for exceeding trunk capacity, and, if so, how did you price the service? Please feel free to contact me directly, if you have any suggestions.
--
Deborah McDuffie
Sales Engineer
Socket Telecom
(573) 817-0000, ext 157
dmcduffie at socket.net
VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops
How about sticking with your normal overflow feature offer and suggest customers find their own alternative? A free Google Voice number, for example, could ring mobile phones or take a voice message. Or, maybe build your own service for such that is separated from your primary service if it makes financial sense. - Brandon Svec On Fri, Jan 10, 2020 at 9:29 AM Deborah McDuffie <dmcduffie at socket.net> wrote:
Good morning,
We've got a request from one of our SIP trunk customers, asking us to provide an automated recorded message should their inbound call volume unexpectedly exceed their trunk capacity (rather than a busy signal). They don't want to have the calls rerouted, or answered, per se, or have people leave a message - just an announcement that they have a situation that has resulted in an excessive call volume, and asking people to call back.
This is the first time we've gotten such a request, and it doesn't look like a common SP service offering. Normally, customers just provide an alternate overflow destination for us to send the calls to. Are there any other service providers who have offered this kind of failover/overflow service for exceeding trunk capacity, and, if so, how did you price the service? Please feel free to contact me directly, if you have any suggestions.
-- Deborah McDuffie Sales Engineer Socket Telecom (573) 817-0000, ext 157dmcduffie at socket.net
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participants (7)
-
abalashov＠evaristesys.com -
bsvec＠teamonesolutions.com -
caalvarez＠gmail.com -
dmcduffie＠socket.net -
ivan.kovacevic＠startelecom.ca -
LRiemer＠bestline.net -
marylou＠backuptelecom.com