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Bottleneck in hosted IVR Solutions in India

Most of cloud telephony service providers use a facility, “Call Forwarding” telecom operators in India where a “virtual IVR” number is provided to a cloud Telephony service user. Now this number is normally a 10 digit mobile number which is mapped to a “PRI number” which is essentially a land-line number. This virtual number is mapped to the PRI number by using call forwarding facility where every call coming to that 10 digit mobile number ( either GSM or CDMA) is forwarded to the PRI number unconditionally.

This is really a good arrangement in terms of redundancy simply because if a PRI goes down for some reason, the number can be forwarded to another PRI number and nobody will realise any downtime for the IVR service!

Another advantage is, normally this kind of forwarding allows up-to 30 channels per number. So, a single 10 digit number becomes a phone with multiple lines which multiple incoming calls could be answered simultaneously.

With this kind of arrangements, all Cloud Telephony Service providers claim to have service uptime of 100%, automatic fail-over or redundancy.

While, these claims seem true, but there are certain conditions where this smart arrangement fail miserably though I will not hold cloud telephony companies responsible for that, but some out-dated policies in India.

India has many telephone service providers. Now this “Call Forwarding” facility has many terms and conditions, one such condition is:-, Call forwarding is possible only to numbers of the same operator. Which means, if the Virtual Number belongs to X Operator, it can be only forwarded to PRI lines of X operator! This policy is not very clear why it is so, and I had tried to find information from various telephone operators, But I could not get any satisfactory replies from them.

Incidentally, this same policy even applies to toll free numbers too, not only mobile/CDMA numbers.

This small one line policy put a big question mark on claim of 100% uptime by any cloud Telephony service providers. What happens when all PRI lines of the X operator goes down? And normally, PRI goes down that way, network outage takes place for all services of one operator.

It is high time, such policy is changed and then virtual number for cloud telephony service will be truly redundant and with 100% uptime.

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{ 7 comments… add one }
  • BIJU PEGU March 31, 2015, 4:45 am

    Dear Sir,

    Is it possible to make outgoing calls from an asterisk server? If yes, then how many calls can be made at the same time?

    Biju Pegu

  • Uttam Pegu March 31, 2015, 4:51 am

    Hi Biju,
    Yes, its possible to make outbound calls from Asterisk server. It depends on number of channels your CTI board(s) has in your Asterisk server in case you are using TDM and for VOIP, I assume your bandwidth capacity.

  • digvijey May 15, 2015, 6:34 am

    I need to know, about hardware required for developing a ivrs system for common enquries and tocken generation for the pesrons, Who already have a pre issued member card.

  • Amit Prakash June 4, 2015, 9:53 am

    I need to know, about hardware required for developing a ivrs system in which 1.User calls on any ten digit number
    IVR Response to choose any options like 1,2,3,4
    2.User Choose 1
    IVR Response to enter 10 digit unique ID number
    3.User enter 10 digit unique ID number
    IVR verify 10 digit number from third party webservice
    IF ID is correct then send 10 digit number with caller number to third party webservice
    Third party webservice provide complaint number to IVR System
    IVR Response to User that complaint number registered & complaint number

    IF ID is incorrect then IVR Response to User that number enter is wrong

    Need to repeat same thing for other options like 2,3,4,5

    Please suggest what type of hardware & setup is required.
    All the hardware & software setup need to do at client premises.
    All source code need to submit to client.

  • Swarup July 1, 2015, 3:58 pm

    Hi Amit,

    kindly contact on below mentioned no.


  • Fonebell July 23, 2015, 7:11 am

    Hi Amit,

    In this blog Mr. Uttam has well defined about Hosted Ivr solutions in India. If you have no clear about that and want to know more about IVR system than you can contact Fonebell also, It’s India’s leading cloud telephony service provider. We assure you you will be very happy with Fonebell IVR System.

  • Edith October 13, 2015, 8:51 pm

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    I’m hoping to check out the same high-grade blog posts by you in the future as well.

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