Dear VoIP (VoiceCloud) Customers,
I wanted to write to you to share details of the latest exciting new features and upgrades we are releasing on our VOIP phone systems.
We are constantly investing in our system and are proud to have developed a solid, secure, and stable VOIP platform handling tens of thousands of calls and helping you, our valued clients, communicate with your customers and colleagues.
Maintenance Window Information:
What’s happening: Planned maintenance for VOIP upgrades and Cluster transition.
When: Friday 27th October, 29th October from 23:30 – 08:00.
What does this mean?: Throughout this time, we expect telephony services to perform as normal, however there may be issues which cause the service to be intermittent temporarily. Auto provisioned devices will be prompted to download the latest configurations to connect to the new service cluster which will happen automatically during this period.
Improved Infrastructure and Resilience
We have always been proud of our service record and the minimal number of times we have seen disruption. However, we have been aware of some bottlenecks and “single point of failure” risks within our infrastructure, and we are delighted to report that testing on our new multi-site cluster has now been successfully completed and we are looking to migrate our client base.
We have already concluded a series of tests on phone number termination, media linking, registration, auto-provisioning and, most importantly, significantly improved redundancy mechanisms which we were delighted all passed with flying colours.
We have switched on the new cluster and will be migrating clients across over the next month. Our old server at **Sent to you via your registered account email** **REDACTED for security** will be switched off at the end of November.
Users with desktop phones
If you take advantage of our ‘ZeroTouch’ auto-provisioning system, then all the required changes will be made for you and there will be no action required on your part.
If you provision your phones yourselves then there will be some changes that we will need you undertake that you will find in the section below titled “Custom Phone Settings and mobile SIP Clients”.
Mobile users using VoiceCloud
If you use our VoiceCloud app on your mobile phone, then the good news is we will make all the changes for you. Relax, sit back and make a cup of tea. We have it all in hand!
Custom Phone Settings and mobile SIP Clients
If you are more adventurous and manually configure your desk phone or use an alternative SIP application on your mobile then you will need to make a few changes for us.
For SIP hardware (compatible Yealink, Snom, Ploy etc. phones) then we would ask you to use dual server registration with the following host names:
**Sent to you via your registered account email** **REDACTED for security**
**Sent to you via your registered account email** **REDACTED for security**
If, however, your phone or mobile app does not support dual-server registration then no problem, please use the host name **Sent to you via your registered account email** **REDACTED for security**.
We only recommend you use this method if you are unable to use dual server registration as it may occur brief periods of downtime as devices attempt to re-register themselves from the server pool.
VoIP management portal
The new version of the VoiceCloud management portal is currently live and ready, we will expect users to use the following url: **Sent to you via your registered account email** **REDACTED for security** for the management of their VoIP services from the time maintenance window concludes successfully. This is now set up in a way that allows our service to load balanced effectively, improving performance and reliability. All your existing logins / Access-levels have not changed.
You can always ask for help!
Please remember that our support team are always keen to help, and you only need to reach out and ask, and we will try to get you updated as quickly as possible. Our ‘ZeroTouch’ auto-provisioning service is free for all compatible phones, as is our own VoiceCloud app for your mobile. Please contact us if you would like to take advantage of these features.
Can I take this opportunity to again thank you for your continued custom and we look forward to continuing to deliver outstanding quality and value communications packages for you.
With kindest regards
Giant Communications Ltd
