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How do you train and educate your staff on SIP trunk disaster recovery procedures?

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SIP trunking is a cost-effective and flexible way to connect your phone system to the public switched telephone network (PSTN) over the internet. However, it also comes with some risks, such as network outages, security breaches, or provider failures. That's why you need to have a robust disaster recovery plan in place and train your staff on how to implement it. In this article, we'll show you how to do that in six steps.

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1 Assess your risks

When considering potential threats and vulnerabilities that could affect your SIP trunking service, there are several scenarios to consider. These include power outages, natural disasters, cyberattacks, hardware failures, software glitches, configuration errors, human errors, malicious insiders, and fraud attempts. It is important to evaluate the impact of each scenario on your business operations, customers, and reputation. Questions to consider include how much downtime can you afford, how much revenue would you lose, and how would you communicate with stakeholders.

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Diane Sparks

Vendor Selection Tour Guide & CX Expert
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How to Assess Your Risks: -You can begin with a log book that will help you determine between what is real and what is not accurate. -Determine the cost of downtime. How much can you afford? -Could you set up a process that will help reduce human error(s)?

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2 Define your objectives

The second step is to set your recovery objectives and priorities based on your risk assessment. This includes defining a Recovery Point Objective (RPO) - the maximum amount of data loss you can tolerate - and a Recovery Time Objective (RTO) - the maximum amount of time you can tolerate to resume your SIP trunking service. Additionally, it is important to prioritize your SIP trunking functions and features according to their importance and urgency. For instance, you may prioritize inbound calls over outbound calls, or voice calls over video calls.

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Diane Sparks

Vendor Selection Tour Guide & CX Expert
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Define Your Objectives: -Establish a timeline according to the level of disaster and correlate that to how long it should take to recover and return online. -Establish a line of minimum recovery as a backup if you can't fully restore the entire system and focus first on that.

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3 Develop your strategies

The third step is to design your recovery strategies and solutions based on your objectives and priorities. You may want to consider redundancy, failover, backup, and security options. For instance, you could have multiple internet service providers (ISPs), multiple SIP providers, or multiple SIP endpoints. Additionally, you might set up a failover mechanism to route calls to another SIP trunk or phone system in case of a failure. Furthermore, having a backup of your data and settings can help you restore them in case of a loss. Lastly, security measures such as encryption, authentication, firewalls, or anti-virus software can protect your SIP trunking service from unauthorized access or misuse.

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Jahmal Abbott

Digital Infrastructure Mentor, Investor, Business Tech Educator
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Prepare for the unexpected: - Document how your disaster recovery plan works in your environment. - Test to validate that the features and functionality work as designed BEFORE an outage occurs. - Ensure your staff is aware of any potential issues, gaps in training or escalation procedures with the service provider(s).

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Diane Sparks

Vendor Selection Tour Guide & CX Expert
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Develop Your Strategies: -Document whom to call for what. -This is crucial in the event of panic. A simple documented process of how to escalate. -Assign a POC responsible for recovery efforts, an escalation path, and a downstream POC. -Include their numbers and the order and time for escalation. -Keep this updated along with the HR onboarding and offboarding process.

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4 Document your plan

The fourth step is to write down your recovery plan in a clear and concise manner, which should include roles and responsibilities, procedures and instructions, and resources and tools. When assigning tasks and duties to your staff members, you should specify who is in charge of initiating, executing, and monitoring the recovery process, as well as who is responsible for communicating with the stakeholders. Additionally, you should outline the steps and actions that your staff members need to take to implement the recovery strategies and solutions. Lastly, you should list the equipment and software that your staff members need to use to perform the recovery tasks and activities – such as the location, availability, and access of your backup systems, devices, or data.

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5 Train your staff

The fifth step is to train your staff on how to follow the recovery plan and use the resources and tools. You can provide formal education and instruction in a classroom setting, self-paced learning and guidance through an online platform, or practical experience and feedback through a simulated environment. For example, you can have a trainer or an expert who explains the concepts of SIP trunking disaster recovery, a website or an app that offers interactive modules on the topic, or a test system or device that mimics a real-life disaster scenario.

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Diane Sparks

Vendor Selection Tour Guide & CX Expert
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Train Your Staff -Training your staff and performing mock disaster events is as essential as a 911 drill. You want your staff to be aware of the situation and have to review your process before the disaster. - Practice makes perfect.

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6 Test your plan

The sixth and final step is to test your plan and evaluate its effectiveness and efficiency. Tabletop tests involve reviewing and discussing your plan with staff and stakeholders in a meeting or workshop. Walkthrough tests involve performing and verifying your plan in a controlled environment. Full-scale tests require executing and assessing your plan in a realistic environment. All of these tests should prompt staff members to explain their roles, responsibilities, and actions in response to a hypothetical disaster, demonstrate their procedures, instructions, and tools, as well as activate their strategies, solutions, and resources.

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Diane Sparks

Vendor Selection Tour Guide & CX Expert
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Test Your Plan -Practice, practice, practice -Review -Revise -Consider making the practice run a monthly goal. -The goal should be to prove yourself wrong, not prove yourself right.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you train and educate your staff on SIP trunk disaster recovery procedures?

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1 Assess your risks

2 Define your objectives

3 Develop your strategies

4 Document your plan

5 Train your staff

6 Test your plan

7 Here’s what else to consider

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