Contact-center IP telephony. Transferring numbers to SIP

Contact-center IP telephony. Transferring numbers to SIP

Step-by-step instructions for transferring your SIP numbers to a cloud service for Oki-Toki’s internal and outsourcing contact centers.

Contact-center IP telephony. Transferring numbers to SIP

This article is intended for those who had telephone numbers when they started working with Oki-Toki. You probably have a few questions that you have not been able to effectively resolve with the existing means of communication. Typically, clients are concerned about the following, obviously unsolvable questions:

  • How to get customer’s caller IDs from our telephone lines?
  • How to make multi-channel if our operator does not have the technical capability?
  • How to make a mobile phone number multichannel?
  • How to get a number in other cities?
  • Can I get a number in another country?
  • How do I move to another office if the new office does not have my carrier?

It is useless to look for answers to these questions from your telecom operator, some of the questions can be solved with the help of additional equipment and modules for your mini-PBX. But when you need to develop this solution: for example, to organize a connection with CRM, make a call-back or auto-dial, then you will find that each technical trick is more and more difficult. This Gordian knot must be untied carefully, without cutting from the shoulder, so as not to lose the appeal of customers. Below are recommendations for a consistent and accurate transfer of your numbers to Oki-Toki.

Step 1: Selecting a carrier providing SIP calls

SIP – if very generalized, this is a protocol for telephone (and not only telephone) communication over the Internet. It is the same protocol as many others used for mobile and fixed communications. For most telecom operators (Golden Telecom, Datagroup, Life, Vega), it is not new, but technical support is often slower than with traditional communications. Choose whoever you like – we don’t care. We don’t usually give advice on this.

Step 2: Letter to close the international connection and order the service

Yes, that is the order of thought. Don’t forget to write this letter. In case of abuse, negligence or some unknown accident, your numbers can be used by attackers and call somewhere more expensive. When ordering a connection method, choose SIP-trunk – it is safer. When estimating the number of lines, consider the maximum number of clients on hold and multiple outgoing calls for forwarded calls and conference calls. Additional lines can be ordered later, i.е. after complaining about “difficult to get through”. With the number of numbers, rely on the fact that when working with SIP, connecting a number (and lines) is a simple technical procedure, normally performed immediately after signing the documents. Additional numbers can be taken for different advertising campaigns/carriers/products, as well as for different cities.

Step 3: Set up forwarding

If you have an operating business, then calls come to mobile CDMA or to an office mini-PBX, but to work in Oki-Toki it is necessary that they get to our server. To do this, you need to order the service “unconditional call forwarding” from your old phone numbers to new ones, in SIP. This service is ordered by letter, in a personal account or, in the case of CDMA, by selecting a menu item on the communication terminal. It will cost 0.054 UAH per minute if the call forwarding is within the city. This point is a necessary precaution. If something goes wrong, you can pretty quickly cancel the P/A and continue working as before.

Step 4. We work in Oki-Toki and master GSM

At this step, you train operators, deal with statistics, settings, etc. Pretty soon you’ll figure it all out and want to receive and make calls. Based on the statistics of the Routing module, you can determine your needs for the number of lines for each mobile operator. Then issue SIM-cards for the company and send them to us (“Nova Poshta” or courier). It is necessary to register for a company in order to replenish them by bank transfer and so that you have legal grounds to own or restore them in case of loss. Each card can serve only one conversation, therefore, in order for the number not to be busy, we do busy forwarding between cards – this is how multichannel on GSM is done. Tariff plans in Oki-Toki must correspond to the plans of the cards, then Oki-Toki will independently route calls to those cards where this call is free or cheaper. Cards have a wonderful advantage – mobile communication is very easy to budget (one card with a port lease requires 200 UAH per month).

Step 5. Finishing the translation

Now you need to contact the telecom operator that provided you with numbers before with a request to transfer numbers to SIP. If possible, then only ONE, rarely used number, transfer to SIP. Sometimes this procedure can take up to a week, while the number may no longer work in the old way, and still not work in the new way. In order not to find yourself in such an inconvenient situation, swipe it through one number until you are sure that the main numbers will be switched in a timely and accurate manner. Bottom line: Now all numbers are multi-channel, there are even plenty of them; you receive GSM calls; can send SMS automatically; you can create “virtual offices” in other cities and are ready to move – the main thing is that there is an Internet connection.

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