Switching to a cloud-hosted PABX offers numerous benefits for businesses, including reduced on-site equipment, lower costs, and increased flexibility in call management. However, a successful migration requires careful planning and consideration of several crucial factors.
Unfortunately, there's no free lunch. While the above reasons are well-addressed, the following challenges must be carefully considered to ensure a successful migration process.
Businesses often switch to Cloud-hosted PABX to reduce costs and eliminate limitations on where and how they answer calls. However, before making the switch, businesses must consider six challenges to overcome.
The Hot 6 Considerations for a Smooth Cloud PABX Migration
1. Internet Connectivity
Reliable internet is essential for cloud-based phone systems. For businesses with over ten handsets or high call volume, an NBN Enterprise Ethernet connection is recommended. The key considerations for Internet connectivity are:
- Available bandwidth - the more handsets, the more bandwidth is needed;
- Service Level Agreement (SLA) for performance, especially jitter (variation in packet delay) and service restoration; and
- Backup connection options
Internet connectivity is the most vital component for reliable phone service. An unreliable Internet service means an unreliable phone. If that's the case, consider changing your connectivity (such as switching to an NBN connection), setting up a backup connection, or delaying the migration.
2. Network Firewall Capability & Configuration
Firewall adjustments (a firewall is not a specific requirement of a cloud PABX solution, but it is a key component that we insist on!) are often necessary to support the operation of the VoIP handsets used to connect to the Cloud PABX. This may involve:
- Disabling SIP (Session Initiation Protocol) Application Layer Gateway
- Enabling specific ports and IP ranges
- Upgrading firewall capacity to maintain call quality
Firewall equipment from major suppliers such as Cisco, Fortinet, Palo Alto and Netgate have well documented procedures to achieve the above. It is best to verify, and where possible, make any firewall changes in advance of deployment activities.
3. LAN Port and Power Capacity
Each desk phone (handset) to be installed will require network connectivity. In some cases, this connection can be shared with an existing wired device (like a desktop PC), but this should not be assumed! The key checks to be made are:
- Port capacity available for the number of handsets being installed;
- Switch Power Over Ethernet (POE) available capacity - be mindful that existing devices such as wireless access points, CCTV cameras, intercoms, etc may also be using POE capacity;
- POE injectors are available for testing or where POE switchports are not available (there is always a location with an unexpected mini-switch under a desk!)
A check of the specifications of all installed Ethernet switches before deployment is a must - while many support POE, there are multiple POE standards in use and not all switches support all standards!
4. Outlet Locations
Connection from the switch port to the VoIP handset requires available cabling - ideally, this will already be in place, documented and known to be working.
However, it pays to check and document EVERY handset location and ensure that the cabling is available, labelled, goes to a known cabinet and switch and is in working order before handset deployment.
5. WiFi Coverage
When implementing portable handsets that use WiFi don't assume that just because a laptop works that the phone will work as expected! Portable phones have smaller batteries and use advanced electronics to get the best performance out of said battery - this is often achieved by adjusting the transmit and receive power of the handset and placing a greater reliance on the performance and configuration of the installed WiFi.
Key to a successful Voice over WiFi (VoWiFi) deployment are:
- Site Wireless Survey with signal strength analysis undertaken for areas of expected phone usage - these areas will require better than -65dB signal strength;
- WiFi channel planning to provide seamless roaming and handoff between Access Points;
- Tuning of WiFi QoS settings including restriction of access point accepted bandwidths, channels and interference avoidance.
This is not for the faint hearted and requires access to specialised testing equipment and a deep understanding of both WiFi and VoIP operations!
6. Call Flow, Overflow, and Zombie Forwards
Every system must have a diagram documenting the expected call flow - this information is key for testing, troubleshooting and even onboarding of new employees - include:
- In-dial points and time of day schedules
- Interactive Voice Responder (IVR) call routes and destinations
- Call Queue membership, time-outs and destinations
- External redirects - note down the expected operation of these and who to contact if/when they break
You MUST have documentation of your call flow, even if the current system can't generate it. All used features should be checked to ensure understanding of the flows and destinations. Most importantly, you must know what happens when a call is forwarded to another location on a different PABX.
Unlock Success with Microsolve’s Expertise
Microsolve has extensive experience in the process of solution design as well as deployment and integration planning. With significant emphasis placed on gaining an in-depth understanding of current on-premise infrastructure (cabling, switches, routers, wifi, and firewalls), Internet link capabilities, and integrations to other systems (e.g., security, fire or nurse call alerting) to ensure that any infrastructure changes are known up-front and can be considered in the overall cost-benefit analysis of a cloud-based voice solution.
Investigation Coverage
Our investigations cover cable outlet placement, switch port availability, POE capacity and headroom, LAN prioritisation, VLAN allocation for traffic segregation, routing and firewall configurations for cyber security, performance, and ongoing maintenance.
Ideally, a cloud-based VoIP solution should NOT require forklift upgrades to other systems. However, we will identify and communicate this BEFORE you sign up if needed!
Microsolve: Delivering cutting-edge IT solutions that revolutionise industries and propel businesses forward with advanced technologies, transforming how organisations operate, interact, and thrive in the digital landscape.
