SureTel
Voice solutions for call centres
Call Centre Communication Solutions
Give inbound and outbound teams the voice, dialling and connectivity foundation to handle calls with more control.
Hosted VICIdial from R120 per agent/month excl. VAT · Minimum 10 agents
- Licensed South African ISP
- ICASA licence: 0009/CECS/AUG/09
- Operating since 2010
- South African business focus
In short
A voice-focused call-centre solution
Call centre communication solutions bring together the voice, dialling and connectivity components needed for inbound and outbound teams to manage calls. SureTel provides a voice-focused stack built around Hosted VICIdial, business VoIP, SIP trunking and suitable business connectivity. SureTel assesses your workflow, agent count and connection needs, then recommends the right mix and acts as your point of contact for the SureTel-supplied solution. Request a quote.
- Voice-focused setup for inbound, outbound or blended call-centre teams
- Hosted VICIdial from R120 per agent/month excl. VAT; minimum 10 agents
- Predictive, progressive, manual and inbound workflow options
- VoIP, SIP trunking and business connectivity scoped around the call flow
- Request a tailored quote or speak with SureTel
Indicative starting-price guide
What does a call-centre voice solution cost?
A call-centre solution is scoped from its components rather than sold as one fixed package. The guide below gives approved starting points for Hosted VICIdial and outbound calling; final pricing depends on agent count, calling volumes, call routing, numbers and connectivity requirements.
Hosted VICIdial
From R120 per agent/month
Minimum 10 agents. This is the hosted dialler component, not a complete fixed-price solution.
Outbound calling
From 19c/min
Call cost depends on usage and applicable calling requirements.
Outbound minute bundles
From R2,000/month
Bundle selection should match expected calling volumes.
VoIP, SIP trunking and connectivity
Quoted after scope and feasibility review
Requirements vary by call flow, concurrent calling capacity, sites, existing systems and connection availability.
All prices are shown excluding VAT unless stated otherwise. Hosted VICIdial deployment is typically 48 hours to one week, depending on requirements. Broader solution timelines can also depend on connectivity, number-porting and readiness requirements.
Problems this solves
When a call-centre voice setup needs a clearer plan
A call-centre environment has more moving parts than ordinary office calling. The page should help a buyer identify the gap first, then understand the relevant voice layer without forcing every visitor into the same product.
Operational problem — Manual outbound calling is slowing the team
Design response: Explore whether manual, progressive or predictive dialling is appropriate for the workflow.
Operational problem — Inbound calls need clearer handling
Design response: Define required call flows, queues, routing, agent access and escalation requirements before selecting components.
Operational problem — The dialler, call service and internet connection are treated as unrelated purchases
Design response: Show the distinct layers clearly so the solution can be scoped as one voice-focused plan.
Operational problem — Agent numbers or campaign volumes may change
Design response: Scope for current requirements and expected growth without promising unlimited scale.
Operational problem — Existing business numbers need consideration
Design response: Confirm whether eligible numbers can be retained or ported as part of the scoping process.
Operational problem — Voice quality concerns are being blamed on a single component
Design response: Consider the calling service, local network and connection suitability together; do not imply that a product alone guarantees call quality.
Operational problem — The buyer needs a clearer commercial picture
Design response: Separate recurring platform, calling and connectivity costs in the quote.
Call-centre infrastructure planning
Call Centre Infrastructure Guide
A reliable call centre needs more than a dialler and a few agents. The infrastructure must support clear calls, stable agent access, campaign control, recordings, reporting, supervision and support when something goes wrong.
The layered stack below is a planning guide. Which layers apply, and to what depth, depends on the call-centre model, agent count, risk tolerance and the scope agreed with SureTel.
Call-centre platform
Includes: Hosted VICIdial, campaigns, queues, agent logins, dial modes
Why it matters: Controls how inbound, outbound and blended calls are handled
SureTel role (where scoped): Provide Hosted VICIdial and initial setup
Voice services
Includes: VoIP, SIP trunks where scoped, DIDs, number porting, CLI
Why it matters: Connects calls to the public telephone network
SureTel role (where scoped): Provide and configure voice services
Connectivity
Includes: Business fibre, wireless, licensed microwave, LTE/5G backup
Why it matters: Carries voice and agent traffic reliably
SureTel role (where scoped): Recommend primary and backup options where feasible
Internal network
Includes: Router/firewall, QoS, VLANs where needed, cabling, Wi-Fi, PoE
Why it matters: Prevents local network issues from damaging call quality
SureTel role (where scoped): Assist with network setup where scoped
Endpoints
Includes: Headsets, softphones, WebRTC access, agent devices, supervisors' devices
Why it matters: Affects agent audio, comfort and productivity
SureTel role (where scoped): Advise on suitable endpoint choices
Recordings and reporting
Includes: Call recordings, queue reports, campaign reports, wallboards, QueueMetrics where scoped
Why it matters: Gives managers visibility and evidence
SureTel role (where scoped): Configure available reporting tools where scoped
CRM documentation
Includes: API/documentation handover, field/workflow notes, CRM ownership boundaries
Why it matters: Helps customer or CRM developer plan integrations
SureTel role (where scoped): Provide documentation; customer owns CRM integration
Support model
Includes: Initial setup, handover, SLA, support scope, escalation
Why it matters: Keeps expectations clear after go-live
SureTel role (where scoped): Ongoing support via monthly SLA or quoted support
SureTel's role in each layer applies where the item is included in the scoped solution. Initial setup is included; ongoing changes and support are covered by a monthly SLA or a separately quoted support scope.
Levels by maturity
What different call centres need
A five-agent startup and a busy blended call centre do not need the same infrastructure. Use the levels below as a planning guide, then scope the final design around agent count, call volume, risk tolerance and reporting needs.
Starter call centre
Typical fit
Small outbound, bookings, support desk, appointment setting
Minimum infrastructure
Hosted VICIdial or suitable PBX/dialler, VoIP, DIDs, headsets, stable internet, basic reporting, call recordings if required
Extra planning notes
Keep campaigns and call flows simple; avoid overbuilding before processes are proven
Growing team
Typical fit
Sales team, support desk, collections, insurance or automotive service desk
Minimum infrastructure
Hosted VICIdial, structured campaigns/queues, business connectivity, backup internet, supervisor access, reporting, recordings, callback process
Extra planning notes
Add QA, wallboards, escalation rules and reporting discipline before scaling agents
Advanced / blended call centre
Typical fit
BPO, multi-site, inbound/outbound blend, high-volume sales or service
Minimum infrastructure
Hosted VICIdial, VoIP, primary/backup connectivity, QoS, robust routing, wallboards, QueueMetrics where scoped, CRM documentation, SLA/support scope
Extra planning notes
Plan security, recordings, storage, supervisor roles, reporting cadence and change control
Actual requirements depend on agent count, concurrent calls, dial mode, recording retention, CRM use, network design and support expectations. Not every feature is included by default.
Platform layer
The call-centre platform layer
The platform controls how agents receive, place and manage calls. For advanced call-centre environments, Hosted VICIdial can support manual, predictive, progressive, inbound and blended call handling where configured correctly.
- Agent logins and permissions
- Campaigns and lead/customer lists
- Manual, predictive and progressive dial modes
- Inbound queues and routing
- Blended inbound/outbound handling where scoped
- Dispositions and callbacks
- Call recordings where scoped
- Supervisor visibility
- Reports and wallboards where scoped
- QueueMetrics where scoped
- Mobile CLI where applicable
- Basic CRM documentation for customer-led integration
SureTel can provide Hosted VICIdial and perform the initial setup. Ongoing campaign changes, advanced configuration, reporting changes, troubleshooting, optimisation or support after handover should be handled through a monthly SLA or separately quoted support scope.
Voice, numbers and routing
Voice services, numbers and routing
Call-centre infrastructure needs the right voice layer behind the dialler. This includes VoIP, DIDs, number porting, caller ID planning, routing rules and controls for how calls enter and leave the platform.
- VoIP calling for inbound and outbound traffic
- DIDs for departments, campaigns or published numbers
- Number porting where the business wants to keep existing numbers
- CLI/mobile CLI planning where applicable
- Outbound route controls
- International or premium-rate restrictions where needed
- Inbound queue routing
- After-hours routing
- Voicemail or overflow behaviour
- Call recording requirements
- Per-campaign or per-department number strategy
| Requirement | Why it matters | Related |
|---|---|---|
| Business calling | Carries inbound and outbound call traffic | VoIP → |
| Advanced dialler | Manages campaigns, agents and queues | Hosted VICIdial → |
| Existing numbers | Preserves published business numbers | Number porting in South Africa → |
| Fraud control | Limits risky routes and unauthorised calling | VoIP security and fraud prevention → |
Connectivity and network readiness
Connectivity and network requirements
Voice quality depends on the connection and the internal network, not only the dialler. A call centre should be designed with enough stable capacity, suitable failover and a network setup that prioritises voice where needed.
Business fibre
Good fit: Offices with fibre feasibility and stable bandwidth needs
Notes: Often preferred where available; SLA/support expectations depend on product and provider
Explore →Wireless internet
Good fit: Sites without suitable fibre or needing alternative primary/backup access
Notes: Feasibility and signal path must be checked
Explore →Licensed microwave
Good fit: Business-critical or harder-to-reach sites needing a managed fixed link
Notes: Subject to feasibility, design and pricing
Explore →LTE/5G backup
Good fit: Smaller or lighter failover needs
Notes: Can help in some scenarios, but larger call centres may need a fixed backup path
Explore →Blended primary/backup setup
Good fit: Teams where downtime directly affects revenue or service
Notes: Design depends on agent count, call volume and risk tolerance
Explore →
Network readiness checklist
- Router/firewall sized for expected traffic
- QoS or traffic prioritisation where appropriate
- Cabling checked for agent stations
- Wi-Fi avoided for fixed agent seats where possible unless designed properly
- PoE switches where IP phones are used
- UPS for router, switches, ONT/CPE and critical desk equipment
- Separate voice and heavy data usage where needed
- Monitoring and escalation path agreed
- Failover tested before go-live
Where problems come from
Dropped calls, one-way audio, robotic audio, failed WebRTC sessions and slow agent screens can be caused by the internet line, internal network, firewall, endpoint device, Wi-Fi, cabling, power or application load. A proper diagnosis checks the full path rather than blaming only the ISP or only the dialler.
Endpoints and workstations
Agent devices, headsets and workstations
Agents need reliable audio and stable access to the call-centre platform. Poor headsets, underpowered devices or unstable browser sessions can make a good platform feel unreliable.
- Suitable headsets for call-heavy users
- Quiet working environment where possible
- Agent PC/laptop that can handle the browser, CRM and dialler workload
- Stable browser/device configuration for WebRTC where used
- Softphone, WebRTC or desk-phone approach decided before rollout
- Supervisor device access for reporting and monitoring
- UPS or power resilience for critical workstations where needed
- Clear login, logout and break-state instructions for agents
For deeper equipment guidance, see the VoIP equipment guide.
Reporting, recordings and visibility
Reporting, recordings and supervisor visibility
A call centre needs reporting and recordings planned before go-live. These tools help managers understand missed calls, abandonment, campaign results, agent activity and customer interactions, but they only work if the process is used consistently.
- Call recordings where enabled and scoped
- Queue reports
- Campaign reports
- Agent activity reports
- Disposition reporting
- Callback reporting
- Abandoned-call visibility
- Wallboards where scoped
- QueueMetrics where scoped
- Supervisor dashboards
- Reporting cadence for managers
- Access permissions for recordings and reports
Access to reports, recordings and agent-level data should be limited to authorised users and managed under the customer's internal policies. SureTel does not provide legal advice — customers should handle POPIA, labour, HR and compliance requirements according to their own policies and professional advice.
Scoping boundaries
CRM and self-hosted planning
CRM and workflow integration planning
Many call centres want the dialler and CRM to work together, but CRM integration should be scoped separately. SureTel can provide documentation for the telephony and dialler side; the CRM integration itself remains the customer's responsibility.
Scoping checklist
- Which CRM is used?
- Who owns the CRM account and admin permissions?
- Is API access available on the CRM plan?
- Which fields need to be passed or updated?
- Are consent, opt-out and do-not-call fields defined?
- Who will develop or configure the CRM workflow?
- How will testing be handled before go-live?
- Who supports the integration after handover?
Custom development, middleware, API access and CRM workflow ownership may be required and remain outside the standard call-centre setup unless separately scoped.
What changes if you self-host the call-centre platform?
Self-hosting gives a business more infrastructure control, but it also gives the business more responsibility. Self-hosted VICIdial remains a legitimate deployment choice for technically mature teams; the trade-off is that the operational burden shifts to the customer.
Self-hosted responsibilities
- Server sizing
- Linux administration
- Security hardening
- Updates and patching
- Database maintenance
- Storage planning for recordings
- Backup planning
- Monitoring
- Failover design
- SIP trunk configuration
- Firewall and network troubleshooting
- Incident response
- Ongoing technical support
For a full comparison, see hosted vs self-hosted VICIdial.
Common mistakes
Common call-centre infrastructure mistakes
Many call-centre issues start before the first agent logs in. Poor planning creates dropped calls, unreliable reports, support delays and frustration between suppliers.
Buying a dialler before planning the network
Impact: Calls still drop or break up
Prevention: Scope connectivity, router/firewall, QoS and backup early
No backup internet
Impact: Campaigns stop during line faults
Prevention: Design a primary and backup path based on risk
Weak headsets or agent devices
Impact: Poor audio and slow agent screens
Prevention: Standardise suitable endpoint equipment
No clear call-flow design
Impact: Calls route incorrectly or queues overflow
Prevention: Document inbound, outbound and blended workflows
No recording/reporting plan
Impact: Managers cannot prove or improve performance
Prevention: Define reports, recordings and permissions upfront
No support scope after setup
Impact: Small changes become urgent incidents
Prevention: Agree monthly SLA or quoted support scope
Cheap unmanaged VPS for production
Impact: CPU, disk I/O, network or support issues affect live calls
Prevention: Use properly hosted, monitored and supported infrastructure
CRM expectations not scoped
Impact: Integration disputes or missing data
Prevention: Assign CRM ownership and documentation responsibilities
Too many agents too quickly
Impact: Poor QA, weak scripts and campaign waste
Prevention: Scale with reporting, training and supervision in place
Why SureTel · Process
Plan call-centre infrastructure with SureTel
SureTel combines Hosted VICIdial, VoIP, business connectivity and practical implementation support under one communications provider. That gives the customer a clearer place to start when planning the technology layer of a call centre.
Proof and trust points
- South African business communications provider
- Hosted VICIdial and VoIP capability
- Business fibre, wireless, licensed microwave and LTE/5G backup options where feasible
- Initial Hosted VICIdial setup available
- Ongoing support available through SLA or quoted support scope
- Network and voice-quality guidance
- Call recording, reporting, queue and wallboard planning where scoped
- Practical support for SMEs, sales teams, support teams, BPOs and multi-branch operations
SureTel can coordinate and support the supplied telephony, VoIP, connectivity and Hosted VICIdial layer within the agreed scope. This does not extend to unrelated third-party systems, customer-owned CRM platforms, HR processes, legal compliance or unmanaged infrastructure.
How SureTel scopes call-centre infrastructure
1. Understand the call-centre model
Inbound, outbound or blended; agent count and expected growth; sales, support, collections, BPO or mixed use case.
2. Map call flows and campaigns
Queues, IVR, campaigns, dial modes, callbacks and after-hours rules; required dispositions, recordings and reports.
3. Check voice and connectivity needs
VoIP, DIDs, porting, CLI and call volumes; fibre, wireless, licensed microwave or LTE/5G backup options.
4. Review network and endpoint readiness
Router/firewall, QoS, cabling, Wi-Fi, power and devices; headsets, workstations and supervisor access.
5. Confirm platform scope
Hosted VICIdial setup, initial configuration, and reporting/recordings/wallboards where scoped.
6. Define support after go-live
Handover and basic training; monthly SLA or separately quoted support for ongoing changes/support; escalation path and responsibilities.
7. Test before launch
Agent login tests; inbound and outbound call tests; recording and reporting checks; failover and routing checks where scoped.
Indicative pricing. Call-centre infrastructure pricing depends on agent count, call volume, connectivity, backup requirements, recordings, reporting, devices and support scope. SureTel Hosted VICIdial starts from R120 per agent per month, minimum 10 agents, excl. VAT. Request a quote so the full setup can be scoped properly.
Core benefits / when it fits
A better fit for structured call-centre voice operations
Inbound, outbound or blended design
Start with the type of customer conversations your team handles.
Dialling method matched to the work
Compare manual, progressive and predictive calling without assuming one mode suits every campaign.
Voice components in context
Connect the dialler, business voice service, SIP capacity and internet access into one scoped approach.
Agent and call-capacity planning
Consider current team size, likely concurrent calling and expected growth early.
Clearer commercial structure
Understand what is platform pricing, call usage and feasibility-dependent connectivity.
Useful for centralised or distributed teams
Evaluate agent locations and connection readiness as part of the voice design.
This page is most useful where a business needs agent-led inbound or outbound calling. For ordinary office extensions and business calling without a dialler workflow, see Business Phone Systems.
Recommended service mix
The SureTel voice stack for call-centre requirements
The right mix depends on how calls enter and leave the business, how agents work and what connection is available. Present each service as a distinct component with a clear job, not as a compulsory add-on.
Hosted VICIdial
Role: Hosted call-centre dialler for agent-led inbound, outbound, predictive, progressive and manual workflows.
Use when: The team needs a call-centre dialler, campaign controls and agent calling workflows rather than ordinary office extensions alone.
Explore Hosted VICIdial →Business VoIP
Role: Business voice services for internet-based calling and number-related requirements.
Use when: The solution needs a business voice foundation alongside the call-centre workflow.
Explore Business VoIP →SIP Trunking
Role: Business voice capacity for compatible PBX or call-centre systems that need SIP-based calling connectivity.
Use when: Existing or selected voice equipment needs SIP trunking rather than a full replacement phone-system decision.
Explore SIP Trunking →Business Connectivity
Role: The business connection that carries the solution's IP voice traffic.
Use when: The current connection needs review, a new site needs feasibility checked, or the buyer wants connectivity considered alongside voice requirements.
Explore Business Connectivity →
Components are selected according to the scoped requirement. This page does not imply that every call-centre solution includes every service, or that connectivity is available at every address.
Use cases
Call-centre voice use cases
Outbound sales and appointment-setting teams
Explore a dialling approach aligned to agent availability, expected call volumes and campaign workflow.
Inbound customer-service teams
Plan business voice, call routing and agent handling around the calls customers need to make.
Blended inbound and outbound operations
Design the voice components around teams that receive customer calls and place follow-up or service calls.
Collections and follow-up teams
Scope a controlled outbound calling workflow; do not make legal or regulatory compliance claims.
Multi-site or distributed agent teams
Consider agent locations, connection readiness and voice requirements before implementation.
Growing internal call teams
Start with the current agent/call requirement and include anticipated growth in the solution scope.
Decision guidance
How to choose a call-centre phone system and voice setup
Use this section to make the purchasing decision less technical. It should guide a visitor toward the right next conversation, not issue an automatic recommendation or quote.
Call-centre solution planner
Answer three quick questions to see the likely components to discuss with SureTel.
This guide does not confirm service availability, compatibility, capacity, pricing or deployment timing.
Static decision guidance
Where to start when the planner is not used.
Start with Hosted VICIdial
Where agent-led inbound or outbound call workflows require a dialler.
View Hosted VICIdial →Start with VoIP and SIP trunking
Where the buyer needs the relevant business voice service or SIP-based call capacity.
View VoIP →Start with Business Connectivity
Where the underlying connection needs feasibility or suitability review.
View Business Connectivity →Start with Business Phone Systems
Where the need is ordinary office calling rather than a structured call-centre workflow.
View Business Phone Systems →
What makes up a call-centre communication solution?
The three voice layers behind a call-centre solution
A voice-focused call-centre setup has three separate layers: call management, the voice service and the network path. Separating these layers helps a buyer understand what each component does and why a dialler alone is not the whole solution.
Inbound caller or outbound campaign
where the call originates
VoIP / SIP call service
business voice path and number capability
Hosted VICIdial call-management layer
dialler and campaign controls
Agent teams and call workflows
inbound handling, outbound work or blended
Business connectivity carries the IP voice traffic between the relevant locations.
Illustrative voice architecture only. The actual call flow, routing, call capacity, number requirements and connectivity design depend on the scoped solution.
Call-management layer
Hosted VICIdial is the dialler/application layer for agent-led inbound and outbound workflows.
Voice-service layer
VoIP and SIP trunking provide the business voice path and related number/calling capability where applicable.
Network layer
Business connectivity carries IP voice traffic and must be considered alongside the agent environment and expected call activity.
Keep this section voice-only. Do not expand it into CRM, email, messaging, social media, chatbot or omnichannel platform content.
Why SureTel
A South African communications partner for voice and connectivity
Licensed ISP
South African communications and connectivity provider
ICASA licence
0009/CECS/AUG/09
Operating since
2010
Customer base
Hundreds of satisfied customers
Network presence
Point of presence at the NTT Johannesburg (JOH1) data centre
Business focus
Practical voice and connectivity solutions for South African businesses
SureTel can combine relevant communications and connectivity components under one supplied solution, while the exact scope remains clear in the quote.
Process
From call-centre requirement to a scoped voice solution
Share your operating requirements
Tell SureTel about inbound, outbound or blended workflows; agent count; current setup; sites; numbers and calling goals.
Confirm the voice components to consider
Clarify whether Hosted VICIdial, VoIP, SIP trunking and/or business connectivity should be included.
Receive a scoped commercial proposal
Separate the applicable platform, call-usage, once-off and connectivity items clearly.
Configure and prepare the agreed solution
Hosted VICIdial deployment is typically 48 hours to one week, depending on requirements; overall timing can depend on connectivity, numbers and readiness.
Complete go-live checks and handover
Confirm agreed call flows, agent access and relevant support handover within the supplied scope.
Do not promise a fixed installation date, zero disruption, automatic failover or a guaranteed business outcome.
FAQs
Call Centre Communication Solutions FAQs
What is a call-centre communication solution?
A call-centre communication solution is a voice-focused combination of the components a team needs to handle inbound, outbound or blended calls. Depending on the requirement, that can include a hosted dialler such as Hosted VICIdial, business VoIP, SIP trunking and suitable business connectivity. The exact mix depends on the team's call flow, agent count, existing setup, calling volumes and site requirements.
Does SureTel provide inbound and outbound call-centre voice solutions?
Yes. SureTel can scope voice solutions for inbound, outbound and blended calling requirements. Hosted VICIdial can be considered for inbound, predictive, progressive and manual workflows, while VoIP, SIP trunking and connectivity can be included where they fit the supplied solution. The configuration should follow the team's actual operating process rather than a one-size-fits-all package.
What is the difference between predictive, progressive and manual dialling?
Manual dialling leaves the agent to start each call, which can suit specialist, lower-volume or more considered conversations. Progressive dialling places the next call in relation to agent readiness, providing a more controlled outbound workflow. Predictive dialling uses pacing based on campaign and agent activity; it is suited to some high-volume environments but needs careful configuration and operational governance.
Do we need business connectivity for a call-centre VoIP solution?
A voice solution needs a connection that is suitable for the expected call activity and the wider network environment. SureTel can consider business connectivity alongside the dialler and voice services, including feasibility for the relevant site. The right connection depends on the address, call activity, agent setup, local network and continuity requirements; it is not automatically included in every solution.
How much does a Hosted VICIdial call-centre solution cost?
Hosted VICIdial starts from R120 per agent per month excluding VAT, with a minimum of 10 agents. Outbound calling starts from 19c per minute, and minute bundles start from R2,000 per month. A complete call-centre quote may also include relevant VoIP, SIP trunking, number or connectivity items, so SureTel scopes the final commercial proposal around the actual requirement.
Can we keep our existing business phone numbers?
Eligible existing numbers may be able to be retained or ported, subject to the relevant requirements, ownership details and process. SureTel will confirm the practical options during the solution scope. Do not promise number retention before the applicable checks are complete.
How long does a call-centre solution take to deploy?
The Hosted VICIdial component is typically deployed within 48 hours to one week, depending on requirements. A wider call-centre solution can take longer where connectivity, number-porting, site readiness, call-flow design or other agreed components need to be completed first. SureTel should confirm the expected timeline only after scope is understood.
Can remote or multi-site agents use this type of solution?
A voice-focused solution can be planned for distributed teams where the relevant agent connections, devices and operating requirements are suitable. SureTel should confirm the practical setup during scoping rather than assume every remote location has the same connection quality, equipment or availability.
Is this an omnichannel CRM, WhatsApp, SMS or email customer-service platform?
No. This page is intentionally about voice-based call-centre communications: dialling, business voice, SIP trunking and connectivity. It must not imply that SureTel is supplying CRM, WhatsApp, SMS, email, social-media messaging or a generic omnichannel platform through this solution page.
What infrastructure do you need for a call centre?
A call centre usually needs a call-centre platform, VoIP, phone numbers, stable internet, a suitable router/firewall, agent devices, headsets, call recordings, reporting, supervisor access and a support process. Larger or higher-risk teams may also need backup internet, QoS, wallboards, advanced reports, QueueMetrics and a formal SLA.
Is a dialler enough to run a call centre?
No. A dialler is only one part of the stack. The business also needs clear call flows, reliable VoIP, good connectivity, suitable endpoints, recordings, reporting, user training, campaign management and support. Without those pieces, the dialler may work technically but still fail operationally.
Does SureTel provide Hosted VICIdial setup?
Yes. SureTel can provide Hosted VICIdial and perform the initial setup. Ongoing campaign changes, advanced configuration, reporting changes, troubleshooting or optimisation after handover should be covered by a monthly SLA or separately quoted support scope.
What internet connection is best for a call centre?
The best connection depends on agent count, concurrent calls, site location, call volume and risk tolerance. Business fibre is often preferred where feasible, but wireless, licensed microwave or LTE/5G backup may also be used. Larger or more critical call centres should consider a planned primary and backup path.
Can LTE or 5G be used for a call centre?
LTE or 5G can help in some scenarios, especially as backup or for smaller, lighter setups. It should not be treated as the default answer for every call centre. Larger teams, heavier usage or business-critical calling may need business fibre, fixed wireless, licensed microwave or a blended setup.
Who is responsible for CRM integration?
SureTel can provide documentation for the telephony and dialler side where available, but CRM integration remains the customer's responsibility unless a separate custom-development scope is agreed with the relevant provider or developer. CRM API access, data mapping, permissions and workflow ownership must be confirmed before integration work starts.
What causes dropped calls or poor voice quality in a call centre?
Dropped calls and poor voice quality can come from the internet line, router/firewall, Wi-Fi, cabling, power, device performance, headset quality, QoS, latency, jitter, packet loss, dialler configuration or provider issues. A proper diagnosis should check the full path instead of blaming one component too quickly.
What is the difference between hosted and self-hosted call-centre infrastructure?
Hosted infrastructure reduces the customer's responsibility for servers, hosting and maintenance. Self-hosted infrastructure gives more control but requires server sizing, Linux administration, backups, storage, security, monitoring, updates and technical support. The right choice depends on control needs, internal skills, risk and budget.
Should a call centre have backup internet?
Yes, where calls are business-critical. Backup internet helps reduce the impact of fibre faults, last-mile issues, equipment failures or provider incidents. The right backup path could be secondary fibre, fixed wireless, licensed microwave or LTE/5G, depending on feasibility, usage and risk tolerance.
Call-centre voice enquiries
Plan the voice solution around the way your call centre actually works.
Share your inbound, outbound or blended call requirements to receive a tailored quote for the relevant voice, dialling and connectivity components.
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