Phone System Support & Maintenance

Still Running ShoreTel, Cisco, or Something Else? It Still Needs Support.

Ongoing support for existing telephony infrastructure.

Most engagements start with a migration to Amazon Connect, but not every phone system on the floor gets replaced, and even the ones that do don't stop needing attention the week they go live. DrVoIP has supported ShoreTel, Cisco, and SIP-trunked on-premise systems since 2008: the SIP trunk configurations, the shift schedules that quietly break a call center if one rule is missed, the hardware that eventually needs replacing. If it routes a phone call, we can support it, on AWS or off.

Request the Fit CheckOpen a Support Ticket
2008
Supporting telephony infrastructure since
$225/hr
On-demand technical support rate, no contract required
35+
Years of telecom engineering experience on the team
Technician maintaining and troubleshooting business phone infrastructure

Standard Consulting Partner since 2017

What Support Actually Covers

Six disciplines, whatever platform you're on

This is the real service list we scope support requests from, not a generic "we do IT support" slide.

On-Demand Technical Support

Backup by the hour for networking, security, and VoIP troubleshooting: $225 per hour, prepaid tickets served first.

Legacy ShoreTel & Cisco Platform Support

Admin training, telephone technical support, software updates, and hardware replacement for systems that haven't moved to the cloud yet, or aren't going to.

SIP Trunk & Session Border Controller Configuration

SonicWall, InGate, and Cisco ASA configuration, so your SIP trunk actually behaves the way your carrier expects it to.

Call Flow, IRN & Routing Configuration

Shift schedules, queue routing, and IRN logic: the configuration work that's easy to get wrong and take down a call center by accident.

Contact Center Feature Tuning

Call-back and virtual queuing, sticky routing, and workgroup design that cut abandonment without adding headcount.

Underlying Network & Security Maintenance

The firewall rules, VPNs, and network health your phone system depends on, maintained, not just installed once.

Why Ongoing Support Still Matters

  • Phone systems rarely fail all at once, they drift: a misconfigured SIP trunk, an unexplained shift rule, a queue nobody's watching
  • A support relationship in place before something breaks gets you served first, not queued behind everyone calling in a panic
  • Systems outlast the roadmap, plenty of organizations keep running ShoreTel or Cisco long after the next migration was supposed to happen
  • The same team that scopes a migration can support what you're running today, so it doesn't take two different vendors

Whatever You're Actually Running

On Amazon Connect, or still running something else? Both get supported.

Support looks different depending on what's underneath. Here's exactly what each path covers, so you're not guessing which page to read.

Still Running ShoreTel, Cisco, or Another On-Premise System

  • Post-implementation support package: admin training, telephone technical support, software updates, and hardware replacement
  • SIP trunk and session border controller configuration, SonicWall, InGate, or Cisco ASA
  • Shift, IRN, and call routing configuration, so a scheduling rule doesn't quietly take down a queue
  • Makes sense whether you're planning an eventual migration, or not migrating at all

Already on Amazon Connect

  • Day-to-day queue monitoring, agent coaching, and the Dextr dashboard live on Managed Service & Support, not here
  • On-demand hourly support here still covers the network, SIP, and security layer your Amazon Connect deployment runs on
  • $225 per hour, or a discounted 10-hour block, the same rate whichever platform you're on
  • One call gets you the right team either way, we don't make you figure out which page to read first

Most clients aren't purely one or the other. A team mid-migration often needs both: legacy ShoreTel support this quarter, Amazon Connect coaching next quarter, from the same engineers who scoped the migration between them.


How A Support Request Runs

Open a ticket, get diagnosed, get resolved, stay covered

The same sequence whether it's a one-off ticket or an ongoing support relationship.

  1. 1

    Open a Ticket

    Log a request through our support portal or call directly. Prepaid ticket holders are served first, everyone else is handled best effort.

  2. 2

    Diagnose

    We look at the actual configuration, SIP trunk, shift rules, network health, not just the symptom you're describing.

  3. 3

    Resolve

    Fixed by the hour, or folded into an ongoing relationship, whichever fits how often you actually need us.

  4. 4

    Stay Covered

    Documentation and a relationship in place for next time, not a one-off ticket that starts from zero again.

Talk It Through First

Get a Support Fit Check

Tell us what you're running today, ShoreTel, Cisco, Amazon Connect, or a mix, and we'll tell you honestly what ongoing support should actually cost.

Schedule a Support Fit Check

Proof, Not Hype

Supported for years, not just deployed once

How this actually runs, not a theoretical SLA slide.

Real Depth

Supporting telephony infrastructure since 2008

From ShoreTel iPBX and Workgroups to SIP trunk configuration on SonicWall and InGate, DrVoIP has kept on-premise systems running for over a decade, not just deployed them once and moved on.

Real Discipline

Prepaid support gets served first, not sold as an upsell

$225 per hour, or a 10-hour block at a discount, $1,500 instead of $2,250. Prepaid ticket holders are served first, so a support relationship in place before an emergency actually pays off.

Certifications

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“I have known Peter for 20 years, and he has been our consultant for over 10 of them. He is a person of great integrity. The DrVoIP name suits him perfectly.”

Sonya OrmeEntrepreneurship and Cultural Transitions Consultant

“DrVoIP has taken a very hands on approach to implementing our needs as we work to develop a replacement helpdesk solution. Our Helpdesk staff is very particular in their demands and DrVoIP has shown great flexibility in producing or adapting solutions to meet these. Additionally they provide regular status updates are always available to hop on a conference call to hash out any issues.”

Brian CoxIT Director, ASMR

“He provided remediation for a VoIP implementation with major call quality and reliability issues, bringing it to a consistent 99.995% call quality and availability.”

Harsha PattnaikGlobal Technology Director, Cloud, Data Center, Security and Network Engineering

Where This Fits In What We Build

Support isn't a separate product, it's one of six disciplines

Ongoing telephony support sits alongside the rest of Cloud Services. Here's exactly where it connects.

Managed Service & Support

Day-to-day queue monitoring, agent coaching, and the Dextr dashboard, for teams already running Amazon Connect.

Explore ›

Migration From Legacy Systems

Ready to move off ShoreTel or Cisco instead of maintaining it? See the warm port cutover method.

Explore ›

Network & Security Hardening

The firewall, VPN, and SIP trunk hardening this support work depends on.

Explore ›


Common Questions

Frequently asked questions

Managed Service & Support is specifically for teams already running Amazon Connect: queue monitoring, agent coaching, and the Dextr dashboard. Phone System Support & Maintenance covers the platform underneath, ShoreTel, Cisco, SIP trunks, firewalls, whatever you're actually running, on AWS or off. Plenty of clients use both at once.

Yes. Most of what's on this page, ShoreTel and Cisco platform support, SIP trunk configuration, shift and routing config, hardware replacement, has nothing to do with whether or when you move to the cloud.

Open a ticket through our support portal or call directly. It's $225 an hour, billed per request, with a discounted 10-hour block available at $1,500 instead of $2,250. Prepaid ticket holders are served first, everyone else is handled best effort.

Session border controller configuration on SonicWall or InGate, firewall service objects and access rules for SIP traffic, and troubleshooting the kind of NAT and normalization issues that break trunks silently. Real configuration work, not a generic "we do networking" claim.

ShoreTel and Cisco are where DrVoIP's roots run deepest, dating back to 2008, but the underlying disciplines, SIP trunking, firewall configuration, call routing logic, apply across most on-premise phone systems. Ask us about what you're running.


Further Reading

More on telephony support, SIP trunking, and system maintenance

Ingate SIParator configuration video preview

V14 Configuring ShoreTel SIP Trunks P2 -SonicWall or InGate SBC?

, ,
A question that keeps coming up in the support ticket system is the subject of InGate and Session Border Controllers.  Folks want to know if you need a SBC to configure a SIP trunk.  Why not just use a Firewall?  Can you configure ShoreTel…
Contact center team photo collage

Understanding ShoreTel Connect ECC Shifts!

, ,
Why use Shifts at all? Most call centers have "on hours" and "off hours" that route callers to different options based on time of day and day of week.  ShoreTel ECC has a concept entitled SHIFTS.   Shifts have day types:  Weekday, Weekend…
Virtual call center headset and cloud illustration

Effective ShoreTel Support for all of your VoIP Solution Needs

, ,
ShoreTel Support ShoreTel gives business owners everything they need to have the peace at mind of knowing they have access to support when they need it. This includes services directly by ShoreTel support as well as through authorized service…
Virtual call center headset and cloud illustration

The ROI of a "Call Back" option!

, ,
In his newly released ebook, Fonolo founder, Shai Berger, defines Abandoned Calls Rate as the Number of Abandoned Calls / Total Calls.  Abandoned calls represent not only a lost revenue opportunity, but they cost you hard dollars. Shai does…

The real difference between a firewall and a session border controller, and why it matters for a serious SIP trunk deployment.

The shift-scheduling trap that catches even experienced admins, and how to avoid quietly shutting down a queue.

What a real post-implementation support package covers, from admin training to hardware replacement.

Why virtual queuing and call-back options cut abandonment and operating costs without adding agents.

V14 Configuring ShoreTel SIP Trunks, Part 2: SonicWall or InGate SBC?

Understanding ShoreTel Connect ECC Shifts

Effective ShoreTel Support for All of Your VoIP Solution Needs

The ROI of a "Call Back" Option

Networking

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Ready for someone else to own the ticket queue?

Book a strategy call or open a support ticket, and we'll figure out whether hourly backup or an ongoing relationship fits how your team actually runs.

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844-4DrVoIP (844-437-8647)grace@drvoip.com

FREE GUIDES & CHECKLISTS

Take a useful next step.

Legacy reference Downloadable resource

A VoIP System Planning Guide

A practical reference to PBX and hosted-VoIP choices, dial plans, call flows, implementation, training and continuity.

Version 3.1, 2013 edition. Preserved as a legacy planning reference.

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