SIP Trunking Services

Our SIP Trunking Service is meticulously designed to be reliable and redundant. Automatic failover for both inbound and outbound calls allows your telecom to seamlessly move to another carrier in case of an outage without any disruption noticed by you or your customers. Furthermore, (often not offered or overlooked by other providers), our multiple POP (point of presence) locations are set up in an active-to-active configuration meaning when/if an outage occurs, the service shifts to a functioning & active point vs. a passive point.

Star Telecom delivers true carrier-grade voice reliability for mission-critical environments like contact centers, utilities, and healthcare. With a 100% uptime track record and firm SLAs, we go far beyond the industry norm. Our telecom platform is purpose-built and supports:

• Active-active POP architecture - not passive backups.
• 6× carrier redundancy to eliminate single points of failure.
• Disaster Recovery Routing (DRP) - dynamically re-routes traffic if Genesys Cloud or your cloud platform is unavailable.
• Automatic failover for both inbound and outbound calls, ensuring no dropped sessions even during network anomalies.
• Private AWS Direct Connect SIP paths for secure, high-performance delivery to Genesys Cloud CX.

Clients in utility and BPO sectors rely on us to route over 75% of Ontario’s electric utility calls - where downtime is not an option.

The quality of audio during interactions with your customers impacts average call handle times, customer satisfaction, as well as agent experiences. We proudly offer only quality telecom that is industry-tested and proven to enhance CX and EX.

We embed quality control at the network level, not just at endpoints. Every call is:

• Tagged with QoS data: including Mean Opinion Score (MoS), latency, jitter, and packet loss - visible via monitoring tools.
• Logged at the SIP level for 90+ days, allowing root cause analysis without relying on anecdotal reports.
• Optionally recorded at the carrier layer, enabling quality assurance even if end systems fail.

Our routing algorithms and redundancy protect call clarity even during regional carrier disruptions. Paired with our SIP engineering team, this ensures proactive identification of call degradation, often before your agents or customers report it.

Caring for our clients is at the heart of everything we do, which is reflected in our 100% CSAT score. Our support team provides a 10-minute response time, 24x7, with Tier 1 access to SIP engineers and direct support from top telecom experts (SIP, CNAM, Toll-Free, STIR/SHAKEN, SMS). Our support is truly “above and beyond” typical carrier support.

Support isn’t just a feature—it’s our brand. Here's what “Above & Beyond” actually means:

• 10-minute SLA response time, 24/7/365.
• Tier 1 support is staffed by experienced SIP Engineers, not junior agents.
• You’ll have a dedicated Client Success Manager who understands your use case and can escalate internally as needed.
• We manage the entire telecom stack - from porting and STIR/SHAKEN compliance to fraud alerts and CNAM registration.
• Collaborative troubleshooting with your CCaaS and IT vendors—Star “owns” the resolution, not just the ticket.

Security is one of our top priorities. Our SIP Traffic is encrypted using TLS/SRTP between the platform & CCaaS solution. Also, private internet connectivity is used where possible including in carrier and CCaaS interconnects since public internet connectivity is susceptible to DDoS and other attacks.

Security is not an afterthought - it’s built into our infrastructure:

• TLS/SRTP encryption for SIP signaling and media.
• Secure carrier interconnects that avoid vulnerable Internet paths.
• Support for STIR/SHAKEN call authentication, ensuring your calls are trusted and labeled correctly by downstream carriers.
• Fully compliant with Kari’s Law and Ray Baum’s Act, and support for E911 with dispatchable locations via the RedSky integration.

We are registered with the Secure Token Governance Authority, offering carrier-grade compliance services that protect your brand and reduce risk.

Unlike competitors, we put our money where our service is. Get it? We include Quality of Service SLAs, Uptime SLAs, and include SLA Credits in our agreements. Star Telecom offers transparent, contract-backed SLAs for:

• Uptime - 100% target for voice availability.
• QoS - performance metrics include MoS, latency, jitter, and packet loss thresholds.
• Response time - support requests are responded to in under 10 minutes.
• Turnaround - porting, number provisioning, and RCA documentation all delivered within 1 business day.

Our SLAs come with financial credits, not just apologies, and our billing is straightforward, no surprise fees or rounding gimmicks.

Our service includes 100% SIP logging for 90+ days, QoS tagging for each call (MoS, Latency, Jitter, Packet Loss), the ability to record calls at a network level and monitoring and alerting of network KPIs (Latency, Jitter, Packet Loss). It also provides proactive notifications on call failures and fraud alerts.

With real-time visibility, Star Telecom clients are empowered to detect, diagnose, and resolve issues faster:

• 100% SIP logging retained for over 90 days - critical for post-event forensics and performance tuning.
• QoS data tagged per call and fed into dashboards.
• Real-time alerting for anomalies, fraud, jitter spikes, call failures, or failed authentication attempts.
• Monitoring extends across edge-to-edge—from SBCs and SIP trunks to your Genesys Cloud instance.

We also provide fraud alerts and usage threshold warnings that prevent surprises in your bill or security exposure.