Policy & Governance
Voice Traffic Governance
Defining accepted voice traffic profiles, performance parameters, and governance for nuisance and malicious calls.
Introduction
SIP Policy Framework
This document defines Infinexy's accepted voice traffic profile, performance parameters for diallers, and our governance for nuisance and malicious calls for SIP endpoints connected to the Infinexy Network.
Infinexy reserves the right to limit or prevent traffic that breaches the guidelines in this policy or in the event any particular traffic presents a risk to the integrity of Infinexy's network or product platforms. This policy is in line with standard industry practice and other service providers involved in originating, transiting or terminating voice traffic may take similar action at their discretion.
In regards to nuisance and malicious calls there are two broad categories which are considered separately; however, both are as serious in their own right.
Nuisance Calls
Malicious Calls
Unwanted Marketing
Silent & Abandoned
SPIT / DoS Protection
Network Integrity
Scope: This policy applies to calls that, in some respect, transit Infinexy's network.
SIP • Governance
SIP Services
Voice Traffic Policy
Infinexy's governance framework for nuisance calls, dialler standards, and CLI requirements
Nuisance Calls
Regulatory Definition
A Nuisance Call is one that is either unwanted or one that is "silent or abandoned" — which means that a call centre is not following the regulations on availability of live operators.
Unwanted marketing calls
Silent & Abandoned calls
Both categories treated with equal seriousness —
disrupting user experience and network integrity
Dialler & CLI Standards
Dialler Regulatory Standard — Diallers or any "automatic call generation"
service connected to the Infinexy Network must comply with the following standards:
1
Ensuring an abandoned call rate (including a reasoned estimate of false positives)
of no more than 10% of live calls per campaign or per call centre
over any 24-hour period
2
Ensuring that people are not contacted within 72 hours of their receiving an
abandoned call without the guaranteed presence of a live operator
3
Playing an automated message in the event of an abandoned call telling the person
called on whose behalf the call was made and providing them with a number to opt-out
of future marketing calls
4
Making valid and accurate calling-line identification (CLI) information available
to call recipients so they can identify who rang them via caller display
5
Ensuring that where a call has been identified by dialler equipment as being picked up by an
answer machine, any repeat calls to that specific number within the same
24-hour period are only made with the guaranteed presence of a live operator
Operational Standard
Dialler Traffic Standard
Infinexy's operational definition of dialler traffic to ensure network protection and service quality for all customers.
Operational Definition
The Infinexy Operational definition of Dialler Traffic is as follows: This is traffic which typically has:
Average Length of Call
20s – 60s
Under 60 seconds but above 20 seconds
Answer Seize Ratio
> 60%
Greater than 60% Answer Seize Ratio
For Clarity
This is the Infinexy default position to ensure that we
protect the network and all Infinexy customers. Exceptions can be considered by the
Managing Director Service and Operations with an appropriate business case;
however, any traffic outside of this profile will automatically have
remedial action considered.
Operational Standard
Operational Standard
Infinexy reserve the right to limit (through call gapping or other operational intervention as we see fit in our sole discretion) which we feel may endanger the rest of the network. Any (but not limited to) of the following traffic patterns are not allowed:
01
Call Attempts
Large amounts of call attempts hitting the same area or number type are not allowed. No single geographic dialling code should exceed assigned CPS unless previously agreed. Large, unexpected spikes of traffic cause network monitoring fault alarms.
02
Time of Day
Dialler traffic will be the first type to be shed during any network faults or high traffic periods to ensure network stability and service continuity.
03
Unallocated Numbers
ASRs below 40% will be deemed as suspect (e.g., Data cleansing activities). Immediate action will be taken to limit such traffic as it may indicate a breach of regulatory standards.
04
CPS Limit
Each endpoint has a defined calls per second limit (typically 10 CPS). Higher CPS can be negotiated. Sending too many calls will get a 503 response and uses unnecessary SBC processor resource.
05
Network Alerts
Infinexy has a wide range of network performance alerts. Sustained low ASR sent to one Mobile Operator type will produce an alarm in the NOC. False alarms can hide other network problems and divert resources.
Network Policy
Dialler & CLI Policy
Infinexy's operational standards for dialler traffic management and CLI presentation to ensure network integrity and regulatory compliance.
Dialler Removal Process
It is quite common for customer endpoints to be provisioned as normal SIP and then used for this traffic. Infinexy's Voice Quality of Service department runs daily reports which will quickly identify traffic of this nature.
The customer will be asked to stop sending this traffic but Infinexy reserve the right to reduce their capacity or turn them off to protect the integrity of the network.
CLI Presentation
Infinexy offers customers flexibility in what CLI they present. The Customer Agreement that has to be signed prior to implementation contains a condensation of the CLI Presentation regulations.
Infinexy's operation team will perform periodic audits of presentation CLIs across the network and take action to enforce these rules as required.
Additionally, some operators within the European Economic Area ("EEA") surcharge calls made from outside the EEA based on presentation and/or network CLI.
CLI Presentation — Key Points
The Customer Agreement contains a condensation of the CLI Presentation regulations. The two main points are:
Authorized Use: The allocated entity for the number being
presented has authorized its use for this purpose.
No Revenue Sharing: The number being presented is not one
to a revenue sharing number that generates an excessive call charge.
Infinexy's operation team performs periodic audits of presentation CLIs across the network and takes action to enforce these rules as required.
Traffic Policy
Outbound Traffic & Malicious Calls
Infinexy's operational standards for outbound traffic management and protection against malicious call activity.
Outbound Traffic Policy
This follows the standards outlined in the section under Dialler and CLI Standards.
Average Length of Call
< 30s
Under 30 seconds
Answer Seize Ratio
< 60%
Less than 60% ASR
Traffic which typically has an ALOC of under 30 seconds with an ASR less than 60% is not generally acceptable.
Malicious calls
These, like silent and abandoned calls, are also Communications Act 2003 offence and carry criminal liability.
SPIT Attacks
Spam over Internet Telephony — the telephony equivalent of a Distributed Denial of Service (DDOS) attack on a website.
Annoyance Calls
Calls intended to cause annoyance or offence, which may also contain content that falls into the SPIT category.
Obviously, a SPIT attack can contain content that falls into the latter category too. Both need handling in a slightly different way.
SIP Peering
SIP Peering
Infinexy's SIP peering framework enables seamless interconnection between enterprise and service provider networks through automated capability discovery and configuration.
01
Automated Peering
Automated capability discovery eliminates manual configuration and reduces the risk of errors.
02
Capability Set Document
JSON-encoded capability sets provide easy parsing by automation tools for quick deployment.
03
Secure Interconnection
Security parameters included in the capability set ensure trusted and encrypted peering relationships.
Capability Set Parameters
The capability set communicated by the service provider includes characteristics specific to signalling, media, transport, and security.
Reference Architecture
The enterprise edge device (typically a Session Border Controller) generates an HTTPS GET request to the service provider's Capability Server. The server responds with a JSON-encoded capability set for automated configuration.
Hosted PBX
Hosted PBX
Cloud-based phone system that delivers enterprise-grade voice, video, and collaboration without the hardware overhead.
01
Cloud-Based Architecture
Hosted PBX runs entirely in the cloud, eliminating the need for expensive on-premise hardware and reducing IT maintenance overhead.
02
Scalable & Flexible
Easily scale up or down as your business grows. Add or remove users, extensions, and features with just a few clicks.
03
Enterprise-Grade Features
Auto-attendants, call routing, voicemail-to-email, call recording, conferencing, and integration with business applications.
Auto-Attendant
Smart call routing
Voicemail-to-Email
With transcription
Video Conferencing
HD quality
Mobile Apps
iOS & Android
SIP Services
High Volume SIP Interconnect
Scalable, reliable, and secure SIP interconnect solutions for carriers, enterprises, and service providers worldwide.
High Volume SIP Interconnect
Carrier-grade SIP interconnect with 99.99% uptime SLA, handling millions of minutes daily with ultra-low latency.
SIP Peering
Direct IP peering with 500+ carriers worldwide for cost-effective, high-quality voice routing and termination.
Hosted PBX
Cloud-based Hosted PBX solutions with advanced call features, auto-attendant, call recording, and seamless integration.
SPIT Attack
Such an attack could compromise Infinexy's network integrity, therefore it is expected that the appropriate operational teams will take whatever steps necessary to guarantee the integrity of the network as they would in a failure state; once mitigated, it should be treated as any other attempt to hack or misuse our network with appropriate investigation and involvement of law enforcement.
Where reports of these are made, they should be directed to the Network Operations Centre.
Contacts
Compliance Manager
Operation and Compliances, Infinexy Technologies Ltd.
compliance@infinexy.net
