Televergence Helps a Previous Customer Rapidly Restore a 10 Hour Outage

Background

The Televergence brand, culture, and reputation, as telecom professionals, is to ensure that calls complete and minutes flow. Our CEO’s ethical decision was to bypass the standard onboarding process with credit verification for a previous customer.  This, in combination with the technical expertise and commitment of our IT and  NOC team, enabled us to rapidly identify the problem and restore their service.  

Having been in business for over 30 years with an average length of customer at 15 years,  it is not uncommon to see a customer come and go, only to return again.  Often, such a change is simply the result of mergers and acquisitions; or, in some cases, changes to the management team within a large organization who wish to make the IT department “their own”. We find, especially in the field of wholesale telecommunications, that the grass can often appear to be greener on the other side of the fiber optic trench.

This particular case involves a customer with a large inbound toll-free call center business, handling the tier 1 sales and support for a number of other organizations.  They had moved their business off the Televergence network two years earlier, based on the promise of combined lower rates and colocation services we didn’t offer.

Having not heard from this previous customer for quite some time, our CEO was surprised to hear from them shortly before New Year’s Eve.  Our understanding of the situation was that a large percentage of toll-free calls weren’t completing. A personal favor was asked of our IT department to help the previous customer identify the cause.

Upon review, our Network Operating Center (NOC) technical team identified two of the four national toll-free providers had shut down trunks on their upstream provider’s network, resulting in the customer experiencing a significant outage that exceeded 10 hours at this point.

Challenge

The most significant challenges included:

•   The identification of more than 60,000 toll-free numbers, their current RESPORGs, carriers, trunk and IP configurations;

•   Tasking our NOC technical team to duplicate these routing configurations within our network;

•   Accomplishing this quickly, during a national holiday with limited staff.

Solution

Within two hours of our first call with their IT department, we had agreed on the cause.  A course of action was also agreed upon, provisioning all 60,000 TFNs within our network and onto Verizon’s toll-free network, fully restoring service. Once the technical tasks were completed, our account managers organized letters of authorization, working with outside groups such as SOMOS (SMS/800),  to move the toll-free numbers without the cooperation of the existing carrier or their staff.

The remainder of the holiday was spent building redundant load balancing trunks, custom scheduled reports and documenting toll-free routing configurations so the newly returned customer felt confident that future moves and changes would occur without disruption.

Televergence provides high calls per second and completion rate long distance and toll-free, managing 3+ million toll-free numbers for 30+ years under consistent management as a privately held, debt-free enterprise. The company is a WBENC (Women’s Business Enterprise National Council) certified WBE (Women’s Business Enterprise) for supplier diversification programs. Founded and managed by the CEO, Deb Ward is the first and current Chairwoman of INCOMPAS, the industry’s leading trade organization.

A reputation for transparency and integrity is reflected by an average length of customer of 15+ years.  The U.S.based technical team possess an average of 20+ years of industry experience and are familiar with most legacy and next-gen platforms: Dialogic, Aculabs, Brooktrout, Nortel, Avaya, Noble Systems, Survox, Voxco, and Asterisk. A TDM to VoIP conversion and no risk, complimentary test of the services is offered.

Membership, advisory, and board roles are maintained with the Alliance of Channel Women, American Marketing Association, Better Business Bureau, Federal Internet Service Providers Association, INCOMPAS, Insights Association, Nashville Chamber of Commerce, Nashville Technology Council, National Association of Women Business Owners, Professional Association for Customer Engagement, Receivables Management Association, Telecom Associates, Women’s Business Enterprise National Council and Women In Technology of Tennessee.    

www.tsicorp.net

Ira Globerson, Vice President of Sales + Channel Chief

igloberson@televergence.net  - (213) 943-2023

https://www.linkedin.com/in/ira-globerson