allpro gold
Gold Monitoring Program
December 14, 2021

Elevate Down!

phone outage

Again… Very frustrating to say the least.

We are aware of the issue and are working to resolve the problem. I am confident it will be resolved soon but….phones are still down which is frustrating to everyone.

We’ve relied on the same VOIP infrastructure for almost a decade. It was great until the last 12 months. Elevate went from two brief outages in 6 years to two non-brief outages in the last 3 months. The question becomes, “Is it still reliable?”.

Based on SLA, Elevate is still very reliable. I understand that numbers and metrics are of little comfort when the phones are down.

No matter what, we can’t be without phones for an hour or two every few months. The real question is, would an alternative platform be more reliable? We could switch and have more outages. Or switch and have issues other than outages. The grass isn’t always greener.

We started exploring alternative VOIP platforms after the last outage. After much research and interviews, I have settled on a vendor to test as an alternate to Elevate; 3CX. I think Elevate is better and I still believe in the platform, but we need a viable option for clients. The phones must work!

We are are testing 3CX to see if it really is better, more reliable, etc. After we are done with internal testing we’ll look for several very adventurous clients to convert and test for a few months. If it really is better and more reliable, we now have a proven alternative for clients who wish to be switched. If it turs out to be worse, we’ll go back to the drawing board.

Switching phone systems is no small matter. It is more work than switching email servers. We want to take our time and make sure any alternative we recommend is worth the headache.