Greetings!
JPI Worldwide is currently exploring options for a new partner in VOIP
reselling. We do have several requirements however, in light of past
experience, that we expect our providers to be able to meet or exceed,
and I've been having a fair amount of trouble finding a reseller that
can meet our parameters, so I'm trying this list as well.
As a general background, JPI Worldwide is an IT services and
telecommunications provider serving government contracts, NGOs, and
developing nations. We've been in the field for over 10 years, and pride
ourselves on customer service. As such, quality of service, quality
support, and security are primary concerns in choosing a VOIP partner.
Our requirements are as follows:
1. Fast, simple invoicing on a per-account (not per-DID) basis, with an
option to export all CDRs for the account (again, NOT per-DID/user agent)
2. Extremely high security: SRTP and TLS SIP are required. Preferably at
1024 bits or above. We have experienced issues with PRS fraud due to
insecure password schemes (6 character password limit?!), and this must
not be repeated. We will expect a detailed explanation of the
architecture in place to prevent these types of incidents.
3. Quality termination in developing countries: Our current provider is
hit or miss on several countries we operate in, notably Afghanistan. Any
time a US cell or landline can get through to an Afg. number, our voip
must be able to get through. We understand that internal call routing
may be fubar, but if PSTN works, our VOIP must as well.
4. G.729: As a primarily satellite-connected company, we require that
our VOIP provider fully support g.729 on all calls, not just "most of
the time".
5. Telephony features: we're flexible on this point, but conference
numbers and voicemail are a must. Options for hosted PBX solutions
(extensions, queues, huntgroups, etc.) that we can manage for our
clients will be viewed favorably.
6. Support: our provider must operate a 24/7 support desk staffed with
knowledgeable and informed personnel that is reachable by instant
messaging service or phone in case of emergency. Our NOC will be
contacting them directly in cases of service failure, so this should be
a 2nd tier support service, with 3rd tier support on call should your
support services be unable to resolve systemic failures rapidly. The JPI
NOC will handle 1st tier support.
7. Reliability: an SLA of 99.999% is required for termination services.
This means that fail-over routes must be in place for all destinations.
8. Branding: any customer-facing interfaces must be brandable, clean,
and professional. "1998 called and they want their web interface back"
is not an acceptable "feel." We do not necessarily require any
customer-facing interface, but the availability of a well-designed
customer interface will be viewed favorably. Bonus points for a REST or
XML-RPC api that we can tie into our existing customer portal.
And that's about it! If anyone can provide this sort of service, or
knows of someone who does, I'd love to hear from you, otherwise we'll
have to roll our own and just get bulk minutes and DIDs from enough
providers to meet our target SLA.
--
Aleks Clark
NOC Manager
JPI Worldwide Inc.
http://www.jpiworldwide.com
Cell: 1-509-780-3144
Yahoo IM: jpi_alex
Email: [email protected]
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