Hosted voice service can combine a managed phone platform, user seats, phone numbers, E911 registrations, call routing, supported devices, mobile applications, recording, reporting, usage, and optional capacity based on the services purchased.
How hosted voice service works
Cloud Core MSP provides routine administration and user support for the hosted platform, users, numbers, call routing, applications, and other voice services purchased for the organization. When Cloud Core MSP manages the provider relationship, we also coordinate supported number and carrier issues on the client's behalf.
Recurring services and additions
| Service | What it can cover |
|---|---|
| Hosted Voice Platform | Managed business phone platform for an organization or location, including routine administration, monitoring, configuration backups, and standard call-routing maintenance. |
| Hosted Voice User Seat | An extension, voicemail, supported desktop or mobile application, and any domestic calling allowance included with the purchased seat. |
| Hosted Voice Local Number | A local business phone number assigned to the hosted service. |
| E911 Address Registration | Emergency-calling address registration for a configured hosted voice number or location. |
| Additional Inbound Call Capacity | Reserved capacity for organizations that expect a higher number of simultaneous inbound calls. |
| Domestic Calling Overage | Domestic calling usage beyond the pooled minutes included with the purchased service. |
| Call Recording and Reporting | Optional recording, call logs, retention, and reporting configured according to the purchased service and the organization's approved policy. |
Recurring administration and user support
- Routine user, extension, voicemail, and softphone administration.
- Standard call-routing maintenance for agreed menus, departments, business hours, after-hours handling, and queues.
- Hosted platform monitoring and backup of supported configuration.
- Remote troubleshooting for covered users, supported desk phones, and approved desktop or mobile applications.
- Routine additions, removals, and changes for covered users and numbers.
- Coordination with the responsible phone or carrier provider for supported service and number issues.
Number transitions and planned changes
- Review existing numbers, users, call routing, devices, internet service, locations, and provider dependencies before a transition.
- Coordinate number-port requests, provider submissions, planned cutover steps, testing, and user communication.
- Plan approved desk-phone provisioning, device deployment, application setup, and staff training.
- Document the final number inventory, routing, E911 registrations, supported devices, and provider contacts.
Client responsibilities and E911 information
- Provide accurate users, locations, phone numbers, call-routing requirements, service addresses, and emergency contacts.
- Provide and maintain accurate dispatchable-location information for every configured E911 number or location, and report moves or location changes before the affected service is used.
- Keep designated contacts available during number porting, cutover, testing, and emergency changes.
- Coordinate changes to internet service, network equipment, phones, power, and locations that can affect voice or emergency calling.
- Use supported phones, applications, and network configurations and follow the organization's approved recording and communications policies.
Service boundary
Hosted voice depends on carriers, internet connectivity, local network condition, power, supported devices, user location, and accurate client-provided information. Cloud Core MSP does not guarantee port dates, uninterrupted availability, call quality, or emergency-service outcomes.
- Carrier or internet outages, power events, local network problems, provider delays, and device or application issues can affect service.
- Number-port dates and completion depend on the releasing and receiving providers, accurate account information, and provider approval.
- Emergency calling depends on accurate location data, proper registration, carrier availability, power, internet, network condition, and the calling device.
- International calling, toll-free usage, unusual call volume, recording retention, additional capacity, and special routing may require added services or usage charges.
- Initial onboarding, complex call-routing design, number-port projects, desk-phone installation, on-site troubleshooting, cabling, and network remediation are separate project work.
- Custom reporting, call-center or contact-center design, complex integrations, hardware, third-party services, taxes, and regulatory charges remain separate.