What Will an IT Provider Need to Know from My VoIP Supplier?

As an IT provider, your role in deploying a new VoIP system is critical to ensuring it integrates smoothly with your client’s network. The success of the rollout often hinges on asking the right questions, understanding the VoIP supplier’s capabilities, and addressing potential technical challenges upfront.

But to make this process work, IT providers often need to ask specific questions of the VoIP supplier. These questions focus on technical accuracy, network compatibility, and long-term system performance—not pricing or contracts. This collaboration ensures a successful deployment that meets your business’s needs without unnecessary challenges.

With over a decade of experience collaborating with IT providers, TeleCloud has built a reputation for simplifying VoIP deployments and addressing potential issues upfront. By tailoring solutions to your infrastructure and ensuring technical alignment, we help bridge the gap between IT teams and VoIP systems for seamless integration.

In this guide, we’ll outline the key questions to ask your VoIP supplier, why they matter, and how they can help you ensure a smooth, successful deployment.

Why You Are Key to VoIP Success

VoIP systems are tightly integrated into modern networks, making your role as an IT provider essential. Here’s why your expertise is critical:

• Ensuring Compatibility: VoIP systems need to work seamlessly with your client’s existing network design and at times, for software integrations
• Minimizing Downtime: Your planning ensures deployments are smooth and disruptions are minimal.
• Providing Long-Term Stability: By addressing potential technical issues upfront, you prevent recurring problems.

With a proactive approach and the right questions, you can ensure VoIP deployments meet your client’s expectations and goals.

Common Questions to Ask a VoIP Supplier

1. Installation and Onboarding Support

• What type of installation options are available?
  

  Determine whether the supplier provides on-site or remote installations. For example, TeleCloud offers on-site setups for hardware (like ethernet cabling, IP phones, network equipment, and paging systems) or remote deployments for VoIP-ready environments.

• How will the LAN (local area network) deployment be managed?
  

  VoIP Deployment may at times require network upgrades to ethernet cabling, network equipment, IP Phones, Fax ATAs, Edge Routers, IP Paging & doormates. It is very important for the client, we determine who is responsible for what. We are open to dialogue and determining if we are responsible for everything or if some of the updates will be provided by you and your IT company.  The goal is open communication and making sure the client does not overpay for no reason.

2. Ensuring Network and Software Compatibility for Seamless Integration

• Is the VoIP system compatible with our existing network?
  

  Ensure the VoIP platform integrates smoothly with your client’s internet setup, hardware, and devices. TeleCloud evaluates elements like internet redundancy, fiber connections, and edge devices to ensure compatibility.

• Are there geographic restrictions?
  

  Generally, no, for U.S.-based users. Desk phones and web phones work without issues, but some mobile apps, like TeleCloud Mobile Pro, may not be available in certain countries. Local dialing could also be disabled abroad, as U.S. VoIP providers often classify such calls as international traffic. IT providers should confirm global compatibility to ensure uninterrupted use.

• Does the system support Microsoft Teams or other tools?
  

  Many businesses rely on platforms like Office365 and Microsoft Teams. TeleCloud’s Microsoft Teams connector, for instance, allows seamless calling through the Teams interface, combining the convenience of Teams with the robust features of our VoIP platform.

3. System Management and Updates

• How user-friendly is the administrative portal?
  

  Ensure the system allows you or your client to manage call flows, auto-attendants, and user settings easily. TeleCloud offers a cloud-based portal with training and support to simplify management.

• How are software updates handled? Will we be notified?
  

  Regular updates keep your system secure and functional. VoIP suppliers like TeleCloud handle these updates proactively, typically off-hours, ensuring minimal disruption. Major updates typically occur 2-3 times annually, with minor updates happening seamlessly in the background.

4. Licensing and User Management

• Can users be easily added?
  

  It is important to note how quickly new users can be added, and whether there are limitations on scaling. Often the answer is yes, since VoIP systems use a per-user subscription model. Typically only your provider can add or remove users from the system to track your billing and make sure you’re not receiving unexpected charges on your next bill. With TeleCloud, adding users is straightforward and can typically be completed within 24-48 hours.

• Can users be removed?
  

  Yes, users can be removed. At TeleCloud licenses & names can also be easily removed. This does not automatically integrate into our billing software.  If the client is in the original agreement term, we do not lower the invoice unless new paperwork is signed reflecting the changes. 

5. Security and Storage

• Are phone calls, voicemails, and recordings secure?
  

  TeleCloud offers robust security measures tailored to meet industry standards. From enabling TLS (Transport Layer Security) for device communication to using SRTP (Secure Real-Time Protocol) for encrypting call audio between devices and servers, our solutions are customizable to meet your specific security requirements. 

• What are the storage limits for call recordings and transcriptions?
  

  TeleCloud provides 90 days of native storage for call recordings and transcriptions. For businesses requiring longer retention, extended storage options are available at an additional cost, leveraging platforms like AWS for scalability and reliability.

6. Failover and Redundancy

• What redundancy measures are in place?
  

  TeleCloud’s infrastructure includes multiple data centers to ensure uninterrupted service even during unexpected events. Client-side failover options can also be configured with redundant internet circuits.

7. Support and Troubleshooting

• What does support look like?
  

  TeleCloud offers 24/7 support. In-house engineers are available during business hours. An on-call system handles after-hours emergencies. We pride ourselves on responsiveness, answering 98% of calls within 3 rings.

• How quickly are issues resolved?
  

  Support requests are categorized into four levels based on their complexity and urgency:

• • Level 1: General Questions
    These simple requests, like enabling holiday schedules or updating extension names, are usually resolved within the same business day.
  • Level 2: Service Changes
    Tickets requiring technical troubleshooting, such as issues with a specific extension or call quality troubleshooting, are generally resolved within 1-2 business days.
  • Level 3: Impaired Service
    More complex issues, like system malfunctions or specific features not working (e.g., faxes not being received), may take 2-4 business days to resolve. They often require in-depth analysis and escalation within our support team.
  • Level 4: Experiencing downtime
    These critical issues, such as a total system outage where no phones are registering or making calls, receive the highest priority. They are immediately escalated to Tier 3/Engineering resources. While resolution time depends on the complexity of the root cause, we make every effort to minimize downtime and adhere to our uptime SLA.

TeleCloud's tiered support structure ensures efficient issue handling. The most urgent problems get immediate attention to keep your operations running smoothly.

How You Can Help Your Client Prepare for IT and VoIP Collaboration

To set your IT provider and VoIP supplier up for success, follow these steps:

1. Facilitate Communication Early: Before signing a VoIP contract, introduce your IT provider to the VoIP supplier to discuss technical details directly. This allows them to align on responsibilities and iron out potential issues before deployment.
2. Share Network Information: Give your IT provider details about your current setup. This includes your internet, LAN design, and hardware.
3. Plan for Success: Discuss the division of tasks, timelines, and goals to ensure everyone is on the same page.

Collaboration Is the Key to VoIP Success

The collaboration between your IT provider and VoIP supplier isn’t just helpful—it’s essential. By aligning early, asking the right questions, and collaborating, they ensure your VoIP system fits perfectly into your current setup. This partnership reduces disruptions and technical risks. It also guarantees your communication system performs reliably for your business.

When your IT provider and VoIP supplier align, your business wins. You get smooth deployment, long-term value, and a system that supports your goals now and in the future.

Ready for a successful VoIP deployment?
Contact TeleCloud today for a free consultation. Let’s work with your IT provider to create a seamless, hassle-free experience for your business.