Blogs

As we transition into the new year, Voxtelesys is proud to share some of this past year’s accomplishments that helped define our path toward continued innovation. We look to carry the same level of growth, innovation, and advancement into 2024.

Let’s dive into some of this past year’s exciting developments that have shaped Voxtelesys’ commitment to providing cutting-edge solutions.

Enhanced Network Security

In 2022, Voxtelesys seamlessly integrated with Cloudflare’s Magic Transit product to provide proven DDoS protection at layers 3 and 4 in the OSI model. In 2023, we further tightened our network security by integrating with Cloudflare's Magic Firewall product. With the investment into Cloudflare's Magic Firewall, our network operations team was able to push our existing edge ACLs to Cloudflare's edge infrastructure.

In 2022, Voxtelesys seamlessly integrated with Cloudflare’s Magic Transit product to provide proven DDoS protection at layers 3 and 4 in the OSI model. In 2023, we further tightened our network security by integrating with Cloudflare's Magic Firewall product. With the investment into Cloudflare's Magic Firewall, our network operations team was able to push our existing edge ACLs to Cloudflare's edge infrastructure.

Additionally, our web applications (portal, website, APIs, etc) were migrated to Cloudflare to leverage their full security portfolio. Integration was made into their Web Application Firewall (WAF) and API Shield to name a few.

Data Center Addition

Voxtelesys is excited to announce a presence in a third data center, located in the Northeast (Pittsburgh, PA). We strategically selected this new site to enhance access to our customer base in the eastern United States and to establish a geographical point of presence on the East Coast. The Pittsburgh data center provides additional N+1 capacity to the Voxtelesys network.

Additionally, the Pittsburgh data center was added to our private ring, providing two independent legs to Salt Lake City (SLC) and two independent legs to Dallas Forth Worth (DFW). Our private ring provides a direct connection between data centers, with low latency and jitter, a critical requirement for real-time communication providers.

CDR Streaming

Customers can now unleash the power of real-time insights with our Call Detail Record (CDR) Streaming product. This product puts critical communication data right into our customers' hands. As the demand for CDRs continues to grow, Voxtelesys continues to enhance customer offerings to cater to more diverse needs.

Previously, the Voxtelesys portal was the only means of accessing CDRs. While this functionality met the requirements of most customers, our team recognized the evolving needs of some users and went a step further. Our team is excited to introduce real-time CDR streaming. This feature enables customers to receive immediate access to CDRs via HTTP webhooks or ELK stack streaming. Future integrations will be available.

The ELK stack integration empowers Voxtelesys customers to create custom dashboards and reports for in-depth analytics and provides a dynamic solution for those seeking more immediate and comprehensive insights into their communication data.

Voice API

After delivering Voice API services for several years, our team acknowledged the changing needs of our API customers, especially the growing demand from enterprise customers for greater scale and features. This demand prompted a re-evaluation of our existing Voice API and a return to the drawing board.

During the fourth quarter of 2023, Voxtelesys released an upgraded version of our Voice API, complete with an entire rewrite of our codebase in Go. Our new API was designed from the bottom up for scalability, speed, and redundancy. The Voice API was deployed into all 3 of our data centers, with the ability to auto-scale out to our existing voice infrastructure. Additionally, we deployed overflow capacity to our Cloud partner (also auto-scales) to ensure capacity during large broadcast events.

Our new Voice API allows developers to build out complex voice solutions using advanced text-to-speech (TTS), speech recognition, and a variety of other verbs supported by VoxXML.

Please refer to our developer docs for technical details and our SDK to get started developing!

AiCR Engine

At the core of the Voxtelesys network lives our redundant, scalable, and battle-tested voice control plane. As part of a major functionality rollout to our control plane in 2023, our network engineering team developed and released what we call our Advanced Ingress Call Routing (AiCR) engine. Our AiCR engine lives in our voice control plane and handles routing for inbound calls. AiCR is available to enterprise customers and offers the following:

• traditional round-robin (RR) routing
• capacity routing (CR)
• failover routing (FR)
• combination routing of RR, CR, and FR routes.

With AiCR, enterprise customers have full control over call distribution, route prioritization, and call failover. All of which can easily be managed and configured through our Customer Portal. To illustrate the power of our AiCR engine, here's an example routing profile:

In the example AiCR profile, the first 1,000 calls to the Toll-Free number (800) 800-8000 are equally distributed to four SIP endpoints using round-robin routing. The 1,001+ calls are considered overflow calls and route to an overflow IVR (our Voice API for example). Additionally, the AiCR engine seamlessly handles endpoint service disruption. For example, if an endpoint in Priority 1 crashes, AiCR would route around the downed endpoint and would start overflowing after 750 calls.

Powered by our team's experience collaborating with large corporations and enterprise contact centers, our AiCR engine demonstrates the commitment that Voxtelesys has to deliver dynamic and performance-driven solutions tailored to the unique needs of our valued customers.

Portal Enhancements

The Customer Portal also saw some major feature releases in 2023. To name a few:

• redesign of Self Sign On (SSO) for new customers and existing agents.
• redesign of number ordering.
• redesign of number port-in.
• addition of an Agent tab.
• user permissions refactor.

In addition, a Troubleshooting -> Voice tab was added to the Customer Portal. The troubleshooting section provides customers access to SIP ladders and provides an automated SIP analysis, looking for common network misconfigurations or issues. SIP ladders provide a visual representation of the SIP messaging between Voxtelesys and its customers, lending itself as a great tool for customers to manually inspect SIP packets without needing to generate their own packet captures. Ladders can be exported as a PCAP file for inspection in Wireshark, or as text. Furthermore, the automated SIP analysis can help identify potential audio issues, highlight problematic SIP messages, and suggest effective solutions.

In 2024 we will continue our efforts to improve our Customer Portal with new features and improved usability!

Website Launch

We are excited to announce the launch of a new website in early 2024. After months of meticulous design and development in 2023, we are thrilled to release our new website that reflects our commitment to innovation and customer satisfaction. The new website will showcase our products and services and will provide a new look to our comprehensive tutorials and blogs. The release is scheduled for early Q1.

Looking Ahead

Overall, 2023 was a year of progress and growth for Voxtelesys. Our team is proud of all that was achieved and we look forward to new development and opportunities in 2024. We thank all of our customers for putting their trust in Voxtelesys. Our team continues to strive for excellence, while committed to a future of innovation.