From platform outages to natural disasters, unexpected events can quickly disrupt your call center’s operations. When your business depends on being available to customers, even a short period of downtime can have a big impact. Offices may close, phone systems can malfunction, and call center platforms might go offline… often just as customer demand is at its peak.
While a disaster impacts your office, it shouldn’t stop your customers from reaching you. At Enfonica, we make it easy to create reliable, flexible failover strategies that keep your inbound communications flowing, no matter what happens.
How Enfonica keeps you online
Enfonica’s cloud-native infrastructure is built for high availability, so you can rely on us even during peak traffic or extreme conditions. Here’s how we do it:
- Multiple carrier connections: We connect directly with tier-1 carriers to provide both numbering flexibility and fault-tolerant outbound calling with auto-failover.
- Redundant architecture: Every component of our system runs across multiple Google Cloud data centers (zones), using multi-master or active/standby setups.
- Scalable services: We over-provision our carrier and customer SIP/RTP edge proxies and use auto-scaling for internal services to handle large spikes in traffic.
- Premium connectivity: By using Google’s high-quality network, we ensure your call traffic takes the most reliable and efficient path.
In short: our network is designed to stay online, so your business can too.
Why failover planning matters
Even with a strong network like Enfonica’s, there are scenarios where your own systems might go down. That’s why it’s essential to have a failover plan in place.
We recently worked with a customer to help implement a redundancy strategy for their 1300 number. Here’s an example of the strategy we used:
Example:
Enfonica manages the 1300 number and SIP trunks for one of Australia’s largest call center’s. They also work with a popular CCaaS platform to make and receive calls.
Incoming Call Failover Plan:
- Primary route: route calls to the 1300 number directly to the call center platform over SIP.
- Failover: if all endpoints do not work, activate a hosted failover in Enfonica.
Hosted Failover Options:
- Play an audio advising that the call center is temporarily unavailable.
- Automatically send the caller an SMS with a link to a booking or support page.
- Route calls to staff mobile numbers for emergencies.
- Collect voicemails and deliver them to support staff via email or SMS.
The best part? These failovers are hosted in the cloud and run independently of local networks, internet connection or third-party platforms. They can be configured directly in the Enfonica Console, and activate automatically when needed when a customer calls the 1300 number.
Keep your customers connected
When a crisis hits, the last thing you want is to scramble to update customers. With Enfonica, you can design smart, seamless failover strategies that keep your business connected and your customers supported.
Ready to put your disaster plan in place? Contact us today to explore your failover options.
