Hosted voice services are built from a base platform, user seats, phone numbers, emergency address registrations, usage, and optional capacity or project items. Telecom services depend on carriers, internet connectivity, power, endpoint hardware, LAN condition, and client-provided information.
Hosted voice scope
Hosted voice support covers the selected voice services and normal administration for covered users and covered numbers.
Carrier outages, ISP failures, LAN quality issues, power events, number-porting delays, and inaccurate client-provided address or E911 information may affect service delivery.
On-site phone installation, structured cabling, LAN remediation, and major call-flow redesign are billable unless included in writing.
Common recurring items
| Item | What it covers |
|---|---|
| Hosted Voice Platform | Managed hosted PBX platform for one customer or location, including routine administration, monitoring, backups, and standard call-flow maintenance. |
| Hosted Voice User Seat | Extension, voicemail, softphone support, and pooled domestic calling allowance where included by the Order Form. |
| Hosted Voice Local Number | Local direct inward dialing number billed per number per month. |
| E911 Address Registration | Emergency calling address registration for a hosted voice number. |
| Reserved Inbound Call Capacity | Reserved inbound call channel capacity for higher-concurrency environments. |
| Domestic Calling Overage | Domestic calling usage beyond included pooled minutes. |
Included platform administration
- Routine user, extension, voicemail, and softphone administration.
- Standard call-flow maintenance for agreed menus, business hours, and after-hours routing.
- Basic hosted PBX monitoring and backup of platform configuration.
- Standard remote troubleshooting for covered hosted voice users.
- Carrier coordination for supported numbers and service issues where Cloud Core MSP manages the carrier relationship.
Important limitations
- Voice quality depends on internet connectivity, LAN health, power, endpoint hardware, carrier behavior, and user location.
- Emergency calling depends on accurate address information provided by the client and proper number registration.
- Power outages, ISP outages, carrier outages, softphone device issues, and local network problems can affect voice service.
- International calling, toll-free usage, unusual call volume, call recording retention, and special routing may require add-ons or usage billing.
Billable voice work
- Initial onboarding and complex call-flow buildouts.
- Number porting projects and carrier coordination beyond routine support.
- Desk phone provisioning, installation, or on-site troubleshooting.
- LAN remediation for voice quality issues.
- Custom reporting, call center work, contact-center design, or complex integrations.
Client responsibilities
- Provide accurate user, location, emergency address, and call-routing information.
- Coordinate changes to internet service, network equipment, phones, and power that may affect voice.
- Keep designated contacts available during porting, cutover, and emergency changes.
- Use supported endpoints, softphones, and network configurations.