Switchvox Rescue - FAQ

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IMPORTANT NOTICE
As of Sept 30th, 2016, Digium will End of Life (EOL) Switchvox Rescue and will no longer offer it for sale.  All existing customers will continue to be supported until March 31st, 2017; however, only Switchvox versions 5.11, 5.11.1, 6.1, 6.1.1, and 6.1.2 are supported.  If customers wish to upgrade beyond version 6.1.2, they will lose the Switchvox Rescue feature. If customers wish to maintain Switchvox Rescue until the final EOL date, they must remain on one of the supported versions.
More information on this change can be found here.

What is Switchvox Rescue?

If you have a Switchvox appliance and Digium SIP Trunking service, Digium offers the Switchvox Rescue service. Your Switchvox appliance and Switchvox Rescue work together to keep a recent copy of your Switchvox configuration available at Digium Cloud Services (DCS). If your Switchvox appliance is unavailable for any reason, Switchvox Rescue can direct your incoming phone calls to the Rescue system. In the Rescue system, you can play recorded messages, take voicemail, and even route important calls to phone numbers external to Switchvox.

Why do I need Switchvox Rescue?

Switchvox Rescue allows you to conduct business in the event your Switchvox system experiences a service outage. Switchvox Rescue can direct your incoming phone calls to the Rescue system in the cloud. It can also play recorded messages, take voicemail, and even route important calls to phone numbers external to Switchvox.

Can I use my desk phones during a Rescue period? 

No, SIP devices will not register with Switchvox Rescue. This is due to various network issues that may be present when trying to register internal SIP endpoints to an external Switchvox system.  Also, your Internet Service Provider (ISP) could be down, in which case it would be impossible to register your SIP endpoints to any external IP addresses.

If my Switchvox appliance fails, can I use Rescue? 

Yes, Switchvox Rescue is a solution for customers who have appliances that fail.

If my Internet connection is down, can I use Rescue? 

Yes, Switchvox Rescue is a solution for customers who have Internet connection failures.

What if my primary trunk is digital (T1/PRI) or analog, not SIP, and it fails, can I use Rescue? 

Yes, if you have a DCS SIP Trunking account, with at least one (1) E911 DID, you can use Switchvox Rescue. To do so, you must contact your existing carrier and have your phone number(s) forwarded to the DCS SIP Trunking DID during the Rescue period.

What if I don’t use DCS SIP trunking as my main provider, can I still use Rescue? 

Yes, however, a DCS SIP Trunking account, with at least one (1) E911 DID, is still required to use Switchvox Rescue.

What if my primary trunk is non-DCS SIP trunk and it fails, can I use Rescue? 

Yes, if you have a DCS SIP Trunking account, with at least one (1) E911 DID, you are can use Switchvox Rescue. To do so, you must contact your existing carrier and have your phone number(s) forwarded to the DCS SIP Trunking DID during the Rescue period.

I have DCS SIP trunks, but not Switchvox, can I use Rescue? 

No, Switchvox Rescue is available only for Switchvox on premises users.

How will I receive calls during a Rescue period? 

Calls are directed to the Switchvox Rescue system, which then directs calls based on defined call rules in the system. These calls may be directed to voicemail, an IVR, or even an external number. Refer to the Switchvox Rescue User Guide on how to set up call rules and IVRs in the event of a rescue.

What will my customers hear when they call during a Rescue timeframe?

The system will act exactly the same on initial Rescue activation as your previous Switchvox configuration; however, we recommend following our Switchvox Rescue User Guide to ensure calls route properly and outbound messaging is up to date.

Will my customers be able to leave voicemail? 

Yes, voicemail will behave as usual during a Rescue period. All messages received during the Rescue period are saved in the Switchvox Rescue PBX.  However, the messages left during a Rescue timeframe will not migrate back to the original Switchvox system after it is restored. Refer to the Switchvox Rescue User Guide for how to handle voicemails left during a Rescue period.

Can I direct calls to different phone numbers for different departments?

Yes. All call routing is done via call rules. Refer to the Switchvox Rescue User Guide for how to plan your call routing during a Rescue period.

I have multiple DIDs. Can I route calls to specific phone numbers based on the DID called? 

Yes. All call routing is done via call rules. Refer to the Switchvox Rescue User Guide for how to plan your call routing during a Rescue period.

Who provisions my Switchvox system to use Rescue? 

You, the customer, are responsible for configuration of your Switchvox system.  Refer to the Switchvox Rescue User Guide for details on how to properly plan for Rescue.

How long can I use Rescue during a single Rescue event? 

The Rescue service is available for seven (7) continuous days for each Rescue event. After seven (7) continuous days on any single event, a $10-per-day server fee will be charged for use of the service, in addition to calls being billed based on your SIP account settings.

How often can I use Rescue?

There is no limit; however, calls are billed based on your SIP account settings during a Rescue period, and a fee of $10 per day applies for any Rescue period lasting more than seven (7) continuous days.

How is Switchvox Rescue activated?

Switchvox Rescue is activated by contacting Digium technical support at 877.344.4861. 

How long does it take Rescue to activate after experiencing an outage?

After you have an outage, contact Digium technical support to verify your outage and initiate the creation of your Switchvox Rescue system from the configuration files that were stored in the Rescue network.  Note DCS does not keep active running instances of your PBX, so the creation process can take between 10-15 minutes to spin up a Switchvox Rescue instance in the cloud; however, the time may vary depending on the network load at the time of request.

How will I be notified that Rescue is activated and operational?

After Digium technical support has verified the failure, it will initiate creation and activation of your Rescue PBX. After this activation is complete, you will receive an email with the URL for this Rescue PBX and the admin login credentials.

After my premises system is available again (failure condition has been resolved), do I need to do anything?

Yes. First, save any voicemail or call logs from the Rescue system because after the Rescue system is deactivated, this information is no longer available. Then contact Digium technical support and request it to deactivate your Switchvox Rescue PBX.

How is Switchvox Rescue PBX deactivated?

Request Digium technical support at 877.344.4861 to deactivate your Switchvox Rescue PBX.

Do I need to tell Digium my premises system is now active and available?

Yes. This ensures you do not have conflicts and call routing problems, especially with SIP trunking. Also failure to deactivate an unused system could result in daily use fees being charged to your DCS account.

Does DCS need my current Switchvox configuration? 

Yes. Your configuration snapshot will automatically be uploaded to the Digium secure FTP servers on a nightly basis after you sign up for Switchvox Rescue service.

Can I modify call rules in my Rescue PBX to forward to external phone numbers while in a Rescue condition?

Yes. A URL to the Switchvox admin login and credentials is provided to allow you to manage your call rules as normal. All user accounts and logins remain unchanged and are available during the Rescue period through the provided URL. 

Will I have access to the Switchvox Cloud Rescue interface during a Rescue period if I need to change any parameters?

Yes. A URL to the Switchvox admin login and credentials is provided to allow you to manage your Switchvox Rescue PBX interface. All user accounts and logins remain unchanged and are available during the Rescue period through the provided URL.

Who receives the URL and admin credentials upon activation of the Rescue system?

The point of contact provided to DCS during the onboarding process will receive the admin URL and login credentials via email.

Does Digium send the Switchvox Rescue URL to all my users?

No. Digium only emails the Rescue URL to the point of contact provided to DCS during the onboarding process. The point of contact/system admin can supply the Rescue URL to any user. 

Which parts of my Switchvox premises system are captured by Rescue?

Switchvox Rescue only takes a snapshot of the configuration files essential for the Rescue system. These include voicemail greetings, music on hold files, PBX and database configurations. The snapshots do NOT include the following:

  • voicemail recordings
  • call recordings
  • user images
  • call logs
  • hardware/card configuration

Note: Switchvox Rescue is NOT a replacement for regular Switchvox backups.

Are there software revision requirements for my Switchvox system?

Yes. Switchvox Rescue is available on Switchvox version 5.11 or later.  Switchvox must be kept within one software release of the latest generally available version of Switchvox.

What should I do if Switchvox Rescue is not working or I am getting error messages through the admin interface?

Ensure you have enabled Switchvox Rescue through the admin interface of your Switchvox premises system.
Also, ensure the following requirements are met:

  • Only one active DCS SIP account with:
    • Switchvox Rescue activated
    • At least one 911 DID
    • Current, valid payment information
  • Switchvox premises version 5.11 or greater. Switchvox must also be kept within one software release of the latest generally available version of Switchvox.
  • Switchvox premises system under current maintenance (Gold, Platinum or Titanium levels).

If you have verified these requirements and Switchvox Rescue is still not working, contact Digium technical support at 256.428.6161.

What are the system capabilities of Switchvox Rescue PBX?

A Switchvox Rescue PBX has capabilities similar to a Switchvox 80 appliance.  It allows 12 concurrent calls and five people in a meetme conference room.  However, Switchvox Rescue may have reduced capabilities than your existing premises system. Note these potential limitations when your create your Disaster Recovery plan to properly plan for Rescue.

Where is Switchvox Rescue service available?

Switchvox Rescue service is currently available only in the lower 48 states of the US.

 
 
 
 
 
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Cloud Services; Switchvox

 
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