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3CX · Microsoft Teams Phone · SIP · Australia

Clear calls, compliant records, and one owner from carrier edge to desk

Carrier to desk with QoS, identity, and tickets on one thread: 3CX or Teams Phone, DIDs and porting you can file, and recordings in the same backup scope as the rest of your data. Proof band and RFP answers for procurement and boards, not “phone guy” in a silo.

Book a 15 minute fit call See the RFP answer map

This is a fit if…

  • You want one owner from SIP and SBCs through 3CX or Teams Phone to handsets, so incidents do not bounce between vendors.
  • Recording, retention, and file retrieval need to follow the same backup, immutability, and access controls as the rest of your data.
  • Voice quality depends on QoS, firewalls, and Entra or tenant policy, not just “the LAN passed a test.”
  • You need clear answers for RFP or board questions on residency, emergency calling, 000 obligations, location records, porting, and cutover governance.

A one time PBX install with no service desk handover, or a carrier only relationship where Trucell is not accountable for design and operations. If you only need collaboration strategy without voice delivery, start with strategic managed service or Microsoft 365 consultation.

Why operations and procurement teams trust this run state model

Voice only holds up when network, identity, carriers, and data protection are operated as one system. Across 10,000+ managed endpoints, these controls are run in production, not sold as add ons.

  • 3CX, Teams, and the voice edge

    3CX Silver Partner delivery, Microsoft Teams Phone and Operator Connect in step with your Microsoft 365 tenant, and AudioCodes SBCs when the edge needs a proper demarc, not NAT hacks.

  • Network and path quality

    Network and QoS design with SIP and circuits (Vocus, wholesale paths we coordinate) so support tickets and telemetry point at the same root cause as voice quality.

  • Assurance and Australian delivery

    Change and evidence in line with governance and locations , voice changes use the same discipline as the rest of the stack, with IT support on the same runbooks when users pick up the phone and something is wrong.

Where voice still breaks down

Voice sits on network, identity, and carriers at the same time. Externally, the symptoms are dropped calls, rogue Teams pilots, and missing recordings. Internally, teams feel stuck in ticket ping pong. At a business level, leaders are asked to prove controls without one accountable owner.

  • QoS and firewall changes are made without voice in scope. The LAN “passes,” but MOS and real calls say otherwise.
  • Teams Voice is trialled without Entra ID and security alignment. Guest sprawl and PSTN misconfiguration follow.
  • Recording is enabled with no retention owner : exports sit on laptops, shares have no lifecycle, and restores are never tested.
  • Different suppliers own SIP , PBX, and phones. When incidents span layers, tickets ping pong and the business hears “not our side.”
  • Renewals get signed while emergency location records, site, and desk data drift. The next audit or office move reopens unmanaged risk.

Four vendors should not be a prerequisite for answering whether a call was delivered, secured, and kept to policy. If your next RFP or insurance line asks for recording retention and PSTN design, the fair test is a named owner and a written path from carrier to backup, not a diagram from three years ago.

What we deliver

We can own the full voice stack: platform, handsets, SIP paths, and recording with managed retention. Trucell aligns 3CX or Teams Phone, SBCs, and storage to the same run state as network, identity, and backup.

  • Managed 3CX

    3CX as a Silver Partner : hosted in Australia or on your site if policy says so. Queues, IVR, contact centre patterns, upgrades, break fix, ongoing service, not "we will call you if it breaks."

  • Microsoft Teams Phone

    Operator Connect and Teams Voice scoped to your Microsoft 365 tenant: licensing, PSTN, handover so Entra and voice policies do not drift from security and collaboration reality.

  • SIP trunking and number portability

    SIP on carrier grade paths (including Vocus and wholesale links such as Ripple where we coordinate circuits). DIDs and porting with cutover windows the business can wear, documented for IT support and leadership.

  • Session border controllers and voice edge

    AudioCodes SBCs when you need a clean edge between PSTN, SIP, and internal voice, instead of NAT tricks on the firewall that break on the next rule change.

  • Endpoints and rooms

    Yealink , Poly, Jabra: desk phones, DECT, room kits. Provisioned with your network QoS and security baselines so Wi‑Fi blame does not mask VLAN or queue problems.

  • Call recording, paths, and retention

    If you record, we align capture, primary and archive storage, and access to policy. Agree where live files sit, when they move, and who retrieves them, then protect servers and M365 that hold voice metadata with backup and immutability , Veeam class work, and NetApp or on prem hybrid when that is your standard, including Australian data centre hosting when policy requires it.

Why Trucell

Australian MSP delivery with voice in scope for design and service controls, not a side project. The same change and evidence path applies when you dial, record, or move a number.

  • Assurance backed operations

    Management system covers quality and governance , VoIP changes go through the same change and evidence path as the rest of the stack so reviews can trace who approved what and when.

  • Integrated operations

    HaloPSA for tickets, NinjaOne on endpoints, voice alerts alongside monitoring. One WAN or firewall incident does not become a vendor blame game between “phones” and “network.”

  • Strategic cadence when you want it

    TAM led reviews , roadmaps, and QBRs so telephony spend, recording risk, and platform choices sit in the same room as the rest of IT, not only on the phone bill.

  • One runbook, one escalation path

    IT support and voice share escalation: users get the same help experience whether the symptom is a handset, a queue, or a one way audio fault that needs the network team in the same ticket thread.

RFP score lines: how we answer common voice and UC questions

Tenders and security questionnaires reuse the same headings. These are direct answer shapes; your procurement and legal teams attach the exhibits.

  • PSTN, DIDs, and number porting

    What to ask: who owns porting, rollback, and test numbers before the old PBX is turned off? How we answer: written port plan with named windows, test call checklist, and handover to support on day one, not a carrier only comms plan.

  • Microsoft 365, Teams, and Entra

    What to ask: how are Teams voice policies, guest access, and PSTN aligned to tenant security? How we answer: we scope M365 and identity in the same engagement as voice so “Teams Voice on a card” does not outrun your security baseline .

  • Recording, retention, and eDiscovery

    What to ask: where are recordings stored, for how long, and how do you prove restore? How we answer: primary and archive paths agreed in writing, backup and recovery in scope for servers and M365 that hold data, and restore tests on a calendar, not “we keep them somewhere.”

  • Network, QoS, and security at the edge

    What to ask: will voice traffic be classified and protected on shared WAN and firewalls? How we answer: network and Fortinet design with SIP paths and SBCs named so one ticket can span edge and path quality.

  • Emergency calling, sites, and remote users

    What to ask: who updates location data for 000 and compliance when sites move or work from home policy changes? How we answer: change process ties desk moves and Teams emergency addresses to the same runbook that feeds IT support and site reviews when you use them.

  • Uptime, maintenance windows, and upgrades

    What to ask: what is the RTO for voice, and when do you patch 3CX or the SBC? How we answer: we schedule maintenance in line with your business windows and keep NinjaOne and monitoring context so a failed upgrade does not hide in a single vendor silo.

Diligence: validate before you cut over

Clarity here avoids emergency porting, compliance gaps, and “sounds fine to me” on quality.

  • Recording and retention

    Where recordings live, who can access them, and how long you keep them, must align to backup and policy, not a hidden SMB share.

  • Location records for Australian emergency calling (000) and site moves

    Location data for Teams or SIP must track real desks and remote workers so Australian emergency calling (000) obligations stay accurate. Test after every material office or policy change.

  • Carrier cutover and rollback

    Porting windows and who owns the bridge: how users place test calls before the old PBX is decommissioned, and who signs off on rollback if something fails.

From discovery to steady state

Discovery, design, migration, and run state follow your change windows. Cutover is rehearsed; runbooks exist before anyone flips traffic.

  1. Discover

    What you run now (PBX or Teams), numbers and port risk, network readiness, recording and compliance asks. Then we quote, not the other way around.

  2. Design

    Target build: 3CX or Teams Phone, where the SBC sits, Fortinet rules if voice crosses the firewall, plus disk and retention for recordings.

  3. Migrate and cut over

    Porting, pilots, failover tests, war room on the day. Handover pack to support with named escalations and test numbers.

  4. Operate and improve

    Patching, upgrades, capacity, security checks. If the same quality fault recurs, we tune root cause, not just close the ticket on the noisiest layer.

When voice is working, and when it is not

Named owners, documented recording paths, and fewer surprises when someone dials the main number from the car park.

When it is working

  • Quality metrics and support tickets point the same way. MOS or equivalent is monitored, not "sounds fine to me."
  • Recording and retention have an owner, a tested restore, and a review date.
  • Identity and PSTN settings stay in step as people join, leave, or move sites.

When it is not

  • Every complaint gets "try another Wi Fi" while VLANs and QoS were never in scope.
  • Teams Voice on a company card while Entra guest policy is months behind.
  • The auditor wants a 2022 call. Half the team is guessing which share it might be on.

Request a VoIP rollout recommendation

Share the basics and we prefill your contact brief so your team can move faster from fit check to scope.

This routes to our contact intake with your details prefilled.

No obligation, we can advise on pilot vs remediation.

Ready to remove vendor ping pong from voice operations

Share your current platform (3CX, Teams, or legacy PBX), site count, and recording requirements. We will reply with the next practical step: pilot, port, or remediation plan, plus clear ownership across carrier, network, and support.

Book a fit call View the 4 step rollout plan

No obligation. We can scope first, then decide if a pilot is worth running.

VoIP service FAQ

Common procurement and operations questions before migration or renewal.

Can Trucell manage both 3CX and Teams Phone in the same environment?

Yes. We support mixed estates and staged migrations, including number plans, SBC design, and tenant policy alignment so cutover does not force an all at once change.

How do you handle SIP trunking, number porting, and rollback risk?

We run a written port and rollback plan with test numbers, change windows, and named ownership across carrier, platform, and support so there is a clear bridge during cutover.

How are call recordings retained and recovered for compliance?

Recording paths, retention periods, and access controls are documented up front, then aligned to backup and restore testing so retrieval is auditable and repeatable.

What happens after go live?

Voice moves into managed run state with patching, monitoring, and shared escalation runbooks across network, identity, carrier, and endpoint operations.

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