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Service Provider Support

Eljay provides extended support for Hosted VoIP and SIP Trunking service providers on a 24 x 7 basis. These support models are evolved from the existing support Eljay provides to various service providers in North America. All the support processes are ITIL compliant and performed by qualified engineers in the latest technologies such as Porta Solutions and Broadsoft technologies. The support services in detail are as followed:

Level 1 Support:

  • Opening up of trouble tickets & Verifying tickets with the customers by collecting information on Source IP, call samples, VoIP test results, DID, Pcap traces.
  • Locate/ troubleshoot the issues using tools like Sip view, Big billing, Porta Billing.
  • Escalate to Level 2 after initial investigation with case notes on each ticket including attachments like VoIP Test results.
  • Using tools like Porta Billing to check customer accounts, SIP Accounts, IP Authentications & Configuration Management.
  • Using tools such as SIP View for viewing SIP Traces of the calls and SIP messages.
  • Using tools such as Big Billing to find the terminating carrier where the calls went through.
  • IT asset Management & Network Inventory Management.

Level 2 Support:

  • Support for Cisco HUCS having Packetized voice service provider framework using Cisco PGW2200 & Cisco Multiservice TDM access gateways AS5850 providing SS7/C7 signaling interconnects to PSTN with Cisco Communication Manager as core PBX providing business telephony applications & features to end users.
  • Providing various provisioning, maintenance and troubleshooting support for the platform including:
    • Dial-plan provisioning
    • NANP provisioning
    • DID Provisioning
    • PGW platform Administration for HSI, BAMS, SLT's
    • H323 and SIP Trunk administration
    • Communication Manager Dial-plan and telephony feature administration using Vision OSS provisioning platform
    • Telephony services administration (Extension Mobility, Directory etc.)