November 13, 2021

FAQs

by: Frederic Lahme


Reading time: Takes 2 minutes

Why would I get telephony from SecureCo instead of directly with the major carriers?

SecureCo’s dual carrier service ensures mission critical infrastructure stays up across multiple carriers, ensuring the customer contact centre remains operational even in the event of a carrier failure or intermittent faults. Our collective wholesale buying power ensures competitive pricing and easy uplift to additional SecureCo services such as Toll Free, Contact Centre Payments and Payments.

How do you ensure carrier redundancy?

Redundancy is built into all parts of the voice offering, starting with dual carriers via dual paths to our dual data centres. Each carrier has a primary and secondary path to reach SecureCo data centres, ensuring automatic rerouting of carrier calls. A customer's IP PBX or SIP Gateway is connected to SecureCo via data centre cross connects, Cloud based networks or layer-2 Ethernet links. This ensures minimal routing complexity, hops and quality degradation, resulting in low latency and jitter while providing high QoS implementations nationally. Our voice architecture operates in an Active/ Standby and Primary/Secondary model across DC’s. Active/Standby ensures seamless call fail-over even if one voice component fails. Should a data centre or any connectivity to a data centre fail, calls will be dropped and immediately be available and re- routed to secondary sites and continue to function.

Can we Bring Your Own Carrier?

Yes. We understand that often retail and whole-of-business agreements are in place, which prevent customers changing to SecureCo carriage underpinned by Telstra, Optus, Vocus, AAPT and Symbio. In these cases, we will connect the preferred carrier to our infrastructure and back to the customer environment. This service will not offer dual carriers, but SecureCo is able to offer a DR carrier if required. Bring Your Own (BYO) carrier is mostly used with Contact Centre Payment implementations.

How would I move carriers?

The simplest method is to take new numbers from SecureCo and move calls to these new numbers. This is especially relevant where these numbers are fronted by Toll-Free services and thus easy to change. A secondary option is to port DID numbers to SecureCo carriers. Generally, we offer test numbers to test with initially before porting all numbers across. Last option is to implement a BYO carrier. With this option SecureCo will assist in moving the existing SIP trunks from customer site to SecureCo data centres and implement a managed network back to the customer site.

How does dual carrier work?

SecureCo’s dual carrier is largely automatic and immediate with calls falling between carrier links on a per call basis and even between carriers where it is fronted by toll-free for inbound calls. For outbound calls, failover to either of the carriers is done automatically. Active monitoring of the carrier links also allows us to switch to secondary carriers while fixing intermittent faults on the primary carrier.

Is the call quality affected because it now runs through your platform?

No, calls are not affected by the additional SIP Call hop in path. All calls are routed via our core session border controllers (SBC) and on to the customer network only.

How much capacity do you have on your SBCs?

Each SBC pair is capable of handling up to 32,000 concurrent channels per data centre.

Which data centre’s are you located in?

SecureCo utilises diverse data centre locations and is currently in Equinix SY3 and NextDC S1 within the Sydney metropolitan area.