Continuity
When power or internet fails
- Power dependencies documented
- Internet dependencies documented
- Alternate calling arrangements
- Outage process
Voice and unified communications
Clear conversations wherever work happens
Bring numbers, calling, collaboration and customer call flows into a controlled design across offices, remote teams and mobile work.
Designed for
Every design maps Up front
- User roles, devices and locations
- Numbers and inbound call types
- Collaboration tools
- Continuity and emergency calling
Requirements
Design around people and conversations
Start with your people: user roles, devices, locations and numbers. Then map inbound call types, outbound requirements, collaboration tools, recording, reporting and continuity.
Keep internal collaboration separate from customer-facing call handling, so each gets the right design and governance.
What we map
- User roles
- Devices
- Locations
- Numbers
- Inbound call types
- Outbound requirements
- Collaboration tools
- Recording
- Reporting
- Continuity
Designed and governed separately
- Internal collaboration between teams
- Customer-facing call handling
Solution pathways
Four pathways, linked but distinct
Each pathway suits different users and call types. We match pathways to the requirement rather than applying one design to everyone.
SIP and numbers
Trunks, number ranges, inbound and outbound calling, porting and routing, subject to the live service.
Hosted voice
Cloud PBX, user applications, call groups, voicemail, queues and administration.
Unified communications
Authorised calling integration with approved collaboration platforms, presence, meetings and messaging.
Customer contact
Call menus, skills or team routing, announcements, recording, reporting and overflow pathways where supported.
Features depend on the live service and authorised platform.
Migration
Number migration and cutover
We freeze unplanned changes and validate account details first. Then we sequence the ports, test call paths and keep rollback or diversion options ready throughout.
Inventory
Every number with its owner, service, location, purpose and porting information
Validate
Account details checked and unplanned changes frozen
Port
Ports sequenced, with rollback or diversion ready
Test
Call paths tested once numbers move
Hand over
Donor services cancelled only after the new service is confirmed
Each range and service is validated first, so timing is confirmed for your numbers rather than promised in advance.
Review communicationsQuality and network readiness
Call quality is decided end to end
Call quality depends on access, latency, loss, jitter, congestion, local LAN, Wi-Fi, endpoint and configuration. We assess network readiness, prioritisation and resilience.
A cloud voice platform cannot correct an unsuitable end-to-end network by itself.
Access
The connection each site and user relies on to reach the voice platform.
Latency, loss and jitter
Network conditions that affect how clear and natural a call sounds.
LAN, Wi-Fi and congestion
Local networks and busy periods, assessed with prioritisation in mind.
Endpoint and configuration
Handsets, headsets, applications and how each is set up.
Prioritisation and resilience are often designed with the wider network. Managed Networks and SD-WAN
Continuity, emergency calling and recording
Plan for outages, emergencies and recorded calls
Document power and internet dependencies, alternate calling, location information and emergency-call behaviour. Where recording applies, address notification, consent, access, retention, security, pause or exclusion needs and lawful use.
Emergency calling
Specific to the selected service
- Location information for each user
- Emergency-call behaviour for the service
- Applicable limitations for the service
- Alternative arrangements
Recording
Where recording applies
- Notification and consent
- Access, retention and security
- Pause or exclusion needs
- Lawful use
Adoption and operations
Run it well after go-live
Define administrator roles, joiner and leaver processes, user training, support, change control, analytics and periodic call-flow review.
Measure what changes for customers and operations, not just which features are switched on.
- Administration
Administrator roles and controlled change.
- People
Joiner and leaver processes, and user training.
- Support
Support arrangements for users and administrators.
- Review
Analytics and periodic call-flow review.
Questions
Frequently asked questions
Straight answers about numbers, integration, migration and emergency calls.
Can we keep all our existing numbers?
Many eligible numbers can be ported, but each range and service needs validation. Special services, complex ranges or incorrect account data can affect the process.
Can your voice services work with Microsoft Teams?
Authorised calling options may integrate with collaboration platforms where supported. The design depends on licensing, carrier service, tenant readiness, user needs and governance.
How do we protect service during migration?
Use a verified inventory, an agreed change freeze and a test plan. Stage the cutover where possible, with diversion or fallback, communications and operational support during the port window.
What happens to emergency calls?
It depends on the selected service, user location and configuration. We set out the limitations that apply to the selected service. Location information and alternative arrangements should be understood before go-live.
Related services
Voice runs on the wider network
Call quality depends on connectivity and the managed network. Automation can take routine calls, and the service needs an owner once it is live.
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Enterprise Connectivity
Enterprise fibre, NBN pathways, business broadband, fixed wireless, mobile, satellite, private networks and cloud connectivity, subject to location and catalogue.
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Managed Networks and SD-WAN
SD-WAN, routing, monitoring, security integration, performance visibility and controlled change.
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AI Voice and Automation
Defined customer and operational workflows with approved data access, system integration and human escalation.
Explore -
Service Management
Onboarding, incidents, changes, reporting, renewals, supplier coordination and transition.
Explore
Voice assessment
Review how your organisation communicates
Share your users, numbers, current platforms, customer contact needs and timing. We’ll map the requirement and identify which pathways, migration steps and continuity arrangements apply.
Helpful to have ready
- Voice and collaboration users by location and role
- Approximate number ranges and critical public numbers
- Current PBX, SIP, carrier and collaboration tools
- Customer contact needs: queues, auto attendant, recording, reporting, overflow or contact centre
- Current alternate calling and outage process
- Contract renewal, migration date or project dependency
Do not include account numbers, porting authorities, passwords or credentials.
Already a customer?
Use the contact path in your service schedule for eligible priority incidents.