Our new infrastructure operates in multiple geographically diverse data centers and was designed to enhance reliability/redundancy. The changes we're requiring are because we've deployed new IP Address Ranges to support your devices.
Due to the nature of our recent upgrades, some customers will be required to make changes to their device and/or firewall to ensure uninterrupted service.
We’ve been operating our existing infrastructure and the Callcentric service (with many invisible changes in the background) for the last 17+ years. These are the first network changes in our company's history that require some customers to modify their configurations.
To reduce load on Support, we are rolling out the notifications in batches. We will ensure everyone has ample time to make these changes. With that said, some may miss the email, if the email address on-file (for their account) is not current.
The large majority of customers (approx 96%) will not need to do anything to ensure uninterrupted service. The required upgrades specifically applies to:
Customers with a firewall that only allows access to specific Callcentric IP addresses
IP PBX users (Asterisk, FreePBX, etc) with configurations that explicitly define our VoIP Servers
Affected customers should work to make the requested updates as soon as possible. Our goal is to ensure the process is as smooth as possible, and we are providing several weeks advance notice to ensure affected customers have plenty of time to take the required actions.
While a hard deadline has yet to be established, we will be releasing one soon. Throughout the process we will be providing transparent updates and adding to this FAQ Section as needed.
Affected customers who do not apply the required updates prior to the deadline date (once established) will lose the ability to place/receive calls (this includes both standard and emergency/911 calls).
Affected customers who fail to make the required updates to their devices and/or firewalls (prior to the deadline date) will lose the ability to place/receive calls (this includes both standard and emergency/911 calls).
Customers who are not required to make any changes, should not experience any changes or interruptions to their service.
If you are unsure whether you will be affected by our upcoming changes, please contact support
Please use the information below if you have a secured/restricted network and need to know the ports and/or IP Addresses to allow for our service:
NOTE: In general ports 5060-5080 should be allowed in order to properly communicate with the Callcentric servers. Users experiencing audio issues may want to check that RTP audio is not blocked by their firewall configuration:
IP addresses/Networks
199.87.144.0/21 (199.87.144.0 - 199.87.151.255)
204.11.192.0/22 (204.11.192.0 - 204.11.195.255)
If you are making changes for security purposes or are using more advanced configurations, please make sure that the ports used with your SIP UA are not blocked by your firewall rules.
If you continue to have problems and need further assistance, please contact support
This step is optional (but recommended) for all users and IS NOT only for customers who are connecting IP PBX Systems to our network. There is NO RISK in forgoing this step and continuing to use our Legacy SIP Domain (callcentric.com) in your UA's existing configuration.
If you are able to access your Device/App/Trunk configuration without any additional assistance, we recommend switching to our NEW Domain (sip.callcentric.net). This applies to ANY field within your current configuration that holds the value 'callcentric.com'(Domain/Proxy/Registrar etc..).
Applying this update offers enhanced reliability and redundancy for your setup.
***** The value that you've specified on the option Outgoing settings >> Trunk Name within your trunk configuration page, must be included within the parentheses on the settings above. For example, if you've specified callcentric (all lowercase) as presented above; please specify the above settings as-is. To further illustrate, if you've specified Trunk_1 for that option, you will need to include the following:
OLD Domain: callcentric.com NEW Domain: sip.callcentric.net
4) Verify Registration status under the Extensions page. If the Domain change caused your Registration to drop (it should not), please revert back to 'callcentric.com' and review Registration status. If you have any questions or need assistance, please open a Support Ticket
