Client:

VoIP and UCaaS service provider

Industry:

Telecommunication

Project Type:

Enterprise Software for a VOIP/UcaaS Provider. Developed a Customer Interaction Portal including a variety of automation and integration solutions such as Microsoft teams direct routing, billing systems, automated ordering, etc.

Challenge:

Our clients’ customers faced a good number of problems using old systems:

• Old traditional VoIP infrastructures!
• There was no unique portal where the user could log in and manage the required VOIP services
• Manual Phone number Purchase process
• Order registration and order activation needed to be manually
• Manual telephones routing
• Manual Onboarding process
• Lack of provisioning

Approach

We developed a customer interaction portal that we integrated with a variety of external services. Implemented Microsoft Teams Direct Routing, the automation of the order processing, activation, provisioning, de-provisioning, and deactivation of customer services instantly and without the need for a support team, as well as a user interface to organize all the processes.

Automation

We introduced a very complex product in terms of the range of technologies used, the usage of different cloud services, and the communication between various components and technologies. Moreover, Cloud VoIP Automation is a relative advantage of this product that other companies providing VoIP solutions do not provide or are in the very early stages of development.

Main Features:

1- Customer Portal: This portal provides facilities such as observing, activating, and organizing the services provided by our client.

2- Automatic processes: for providing (provisioning) and collecting (de-provisioning) services requested by customers.

3- Automatic processes: to activate-deactivate and calculate the cost of services based on usage and subscription. (integration with billing software)

4- Integration: with the Microsoft Teams Direct Routing service:

SinanSoft team has implemented Microsoft Teams Direct Routing wizard and stepper component, created Workflow and Activity for setting up new TN subscribers on existing platform/tenant on PSX, Teams Onboarding workflow by subscriber admin request in SC tenant UI, Run Teams Onboarding workflow by subscriber admin request in SC tenant UI, Direct Route Voice provisioning for Teams users (Number assignment to team users). Our team established Workflow and Activity for setting up a new platform/tenant on PSX. Also established a test/build/deploy pipeline for MTDR micro-service and Microsoft Teams Authentication workflow.

5- The possibility of internal and external conversations with landline and mobile numbers using the Microsoft Teams application. (Integration with Microsoft Teams Direct Routing)

6- UI implementation for the VIP service under the name of Silhouette

7- Numbers application for Service Control that provides the addition of the new 'Numbers' section for parent and child account view of all tenant-associated telephone numbers and their status, and a slide-in detail view of platform assignment, end-user detail, and history.

8- Signup Landing Page which sees the creation of partner-specific landing pages for service trial signup and activation initiated by Microsoft teams tenant admins without the involvement of one bill as the initial source.

Partner Technologies:

We have deployed the infrastructure of the product to the AWS cloud. Below are some of the services we have been using

All the installation and configuration of the sidelong services are based on the infrastructure as a code paradigm which is done by using the Terraform technology...

Results:

Below are some of the benefits of the developed solutions:

• Ability to control all services in one platform
• Microsoft Team Direct Routing feature is available to customers which open a huge market.
• Our solution reduced the time spent on responding support tickets.
• The users now can automatically purchase phone numbers from famous telephone providers like Thinkio, Voxbone, and Bandwidth through the portal.
• Telephone number Provisioning and De-provisioning:

Once a telephone number is purchased, Routing must be completed, then be transferred to a system called SBC that we know with the PSX API and from there to be distributed to different platforms. (Set up PSX on the main provider)

In the second step, we set up the PSX service (internal system) so that the number is transferred to a service such as Silhouette. A number is registered in an SDK, a destination is defined and it is sent to a routing label. We have automated all the provisioning steps for our client.

De-provisioning:  When a time of usage of numbers expires and does not renew, a de-provisioning procedure would run and remove the phone number from the account, and the assignment of that number is unassigned from the platform it is assigned to. Then inside PSX, we change the destination to out of service.