FAQ

• Amsterdam, NL – sip.nl.didlogic.net
• London, UK – sip.uk.didlogic.net
• Stockholm, SE – sip.se.didlogic.net
• Frankfurt, DE – sip.de.didlogic.net
• Paris, FR – sip.fr.didlogic.net
• Hong Kong – sip.hk.didlogic.net
• Singapore – sip.sg.didlogic.net
• Sydney, AU – sip.au.didlogic.net
• Auckland, NZ – sip.nz.didlogic.net
• Tokyo, JP – sip.jp.didlogic.net
• Cape Town, ZA – sip.za.didlogic.net
• Toronto, CA – sip.ca.didlogic.net
• US West – sip.lax.didlogic.net
• US East – sip.nyc.didlogic.net
• São Paulo, BR – sip.br.didlogic.net

didlogic integrates seamlessly with all major IP-PBX systems and VoIP platforms, no proprietary hardware or complex configurations required.

COMPATIBLE SYSTEMS:

IP-PBX Platforms:

• ✓ Asterisk / FreePBX / Incredible PBX
• ✓ 3CX Phone System
• ✓ Cisco Unified Communications Manager (CUCM)
• ✓ Avaya IP Office / Aura
• ✓ Mitel MiVoice / MiCloud
• ✓ ShoreTel / Mitel Connect
• ✓ NEC SV9100 / SV8100
• ✓ Broadsoft / Cisco BroadWorks

Cloud PBX / UCaaS:

• ✓ Microsoft Teams (Direct Routing)
• ✓ Zoom Phone (BYOC)
• ✓ Cisco Webex Calling
• ✓ RingCentral (hybrid deployments)

SIP Devices:

• ✓ Yealink, Polycom, Cisco, Grandstream IP phones
• ✓ ATAs (Analog Telephone Adapters): Linksys, Cisco SPA, Grandstream
• ✓ Softphones: X-Lite, Bria, Zoiper, MicroSIP

INTEGRATION PROCESS:

Step 1: SIP Credentials (2 minutes) Get your SIP trunk credentials from didlogic portal:

• SIP server address (regional gateway)
• Authentication username/password
• Codec recommendations

Step 2: PBX Configuration (5-15 minutes) Add trunk in your PBX:

• Create SIP trunk entry
• Enter didlogic credentials
• Configure outbound/inbound routing
• Set codec priority (we support G.711, G.729, Opus)

Step 3: Testing (5 minutes)

• Make test outbound call
• Receive test inbound call
• Verify caller ID and audio quality

Total Time: Most systems go live in 15-30 minutes.

SETUP GUIDES AVAILABLE: We provide detailed configuration guides for:

• [Asterisk/FreePBX setup →]
• [3CX configuration →]
• [Cisco CUCM integration →]
• [Microsoft Teams Direct Routing →]
• [ATA device setup (Linksys, Cisco) →]

NO PROPRIETARY HARDWARE REQUIRED: Unlike some providers (RingCentral, Vonage) that require specific desk phones or equipment, didlogic works with any SIP-compliant device you already own.

TECHNICAL SUPPORT:

• Free integration assistance
• Network engineers available for complex setups
• Firewall and NAT traversal guidance
• Codec optimization recommendations

COMMON INTEGRATION SCENARIOS:

Scenario 1: Replace PRI Lines Existing on-premise PBX with PRI circuits → Replace with didlogic SIP trunks (no PBX changes needed)

Scenario 2: Add Capacity Keep existing carrier, add didlogic as backup or overflow trunk (least-cost routing)

Scenario 3: International Expansion
Add international DIDs from 130+ countries, all routing to your existing PBX.

didlogic provides technical support through network engineers and VoIP specialists, not outsourced call centers. Support quality depends on your needs:

DIDLOGIC SUPPORT MODEL:

Who Helps You:

• Network engineers (not Level 1 script readers)
• Telecom specialists with carrier-grade infrastructure experience
• Direct access to technical team (no endless ticket escalations)

Support Channels:

• Email support (monitored 24/7)
• Support ticket system
• Emergency support for service-affecting issues
• Phone support for enterprise accounts

Response Times:

• Critical issues: <2 hours
• Technical questions: <24 hours (typically much faster)
• Billing/account: <24 hours

WHAT MAKES DIDLOGIC SUPPORT DIFFERENT:

1. Infrastructure Expertise Because we own our network (not reselling third-party services), our team can troubleshoot at the network level, not just “open a ticket with upstream provider.”
2. Proactive Network Monitoring We detect and resolve issues before they impact customers:

• Real-time call quality monitoring
• Automatic failover triggers
• Carrier relationship management

3. No-Nonsense Troubleshooting Our FAQ reflects our philosophy: “All DID Logic numbers work; every single DID is checked before it becomes available.” We provide direct, technical guidance, not generic responses.
4. Self-Service Tools Comprehensive setup guides and configuration examples mean you can solve most issues without contacting support.

CUSTOMER SUPPORT COMPARISON:

HONEST ASSESSMENT:

didlogic is BEST for:

• Technical users who value direct access to engineers
• IT teams managing their own PBX infrastructure
• Businesses needing network-level troubleshooting
• Companies wanting self-service tools and detailed documentation

didlogic is NOT ideal for:

• Non-technical users needing hand-holding
• Businesses wanting 24/7 phone support for basic questions
• Users preferring chat support over email

WHAT CUSTOMERS SAY: “Unlike other providers where I’d wait days for Level 3 support, didlogic’s team diagnosed our NAT traversal issue in 30 minutes and provided exact firewall rules.” ,  IT Manager, Contact Center

IMPROVEMENT AREAS: We’re transparent about gaps: Adding live chat support and expanding documentation library are 2025 priorities.

[Contact support →] | [View setup guides →]

Login to your didlogic.com account and edit the SIP record you’re using with your ATA. Make sure that the “send didinfo” option is unchecked.

If using Linksys/Cisco products, enabling “NAT mapping” and “NAT keepalive” in your device settings may be required to receive calls. Please be advised that receiving calls to devices like PAP2, or other ATAs requires stable broadband. Your ISP may be causing network congestion events that result in registration loss. We are unable to troubleshoot this behavior; for best results, route your DIDs to fixed IP address using SIP URI (extension@host_or_IP_addr) or PSTN (+country-code-area-code-number).

Regional SIP servers are intended for use in a business SIP infrastructure environment or even if you just wish to register your ATA or Softphone to receive inbound calls. Customers looking to setup local SIP transport can route their outbound voice to a media gateway closest to their location (choose from multiple locations in the US, Europe, South Africa, Singapore and Australia). We will provide recommendations based on the fastest and shortest route to your location. Examples: callcenters located in Spain, Cyprus or the Middle East should be using our gateways in France; Malaysian and Indonesian subscribers should access didlogic nodes in Singapore; New Zealand users should dial out via our Sydney PoP. The full list of didlogic regional gateways you can find in the “SIP” section of your account.

Note: you may have already reviewed some reseller websites bragging about “direct media” and separate signalling. That is under no circumstances “fast” and involves significant amount of network transfer over the public internet – ultimately affecting voice quality. Instead of hauling your media over unknown number of resellers, we place our ingress gateways closer to your SIP endpoints than anyone can, and hand over your SIP voice to the incumbent LEC via TDM.

didlogic provides enterprise-grade security through network-level controls, owned infrastructure, and strict authentication, not bolt-on features.

SECURITY ARCHITECTURE:

1. OWNED INFRASTRUCTURE = SECURITY CONTROL

Unlike resellers routing through third-party networks, didlogic owns every piece of hardware your calls traverse:

• Dedicated Session Border Controllers (SBCs)
• Hardware-based media gateways
• Private interconnections to Tier 1 carriers
• No multi-tenant cloud dependencies

Why This Matters: Your call data never touches networks we don’t control.

2. AUTHENTICATION & ACCESS CONTROL

SIP Digest Authentication:

• Username/password required for every connection
• Per-trunk credentials (not shared across customers)
• Optional IP whitelisting for additional security

IP-Based Restrictions:

• Limit SIP registration to specific IP addresses
• Block unauthorized connection attempts
• Geo-blocking available (prevent connections from specific countries)

Registration Security:

• Prevent SIP registration hijacking
• Failed authentication alerts
• Automatic temporary blocks after multiple failed attempts

3. FRAUD PREVENTION

Toll Fraud Protection:

• Rate limiting on outbound calling
• Destination restrictions (block high-cost countries)
• Concurrent call limits
• Real-time usage alerts

Anomaly Detection:

• Unusual call volume alerts
• Geographic anomaly detection (calls to unexpected countries)
• Weekend/off-hours monitoring

Spending Controls:

• Set maximum monthly spend limits
• Auto-suspend accounts exceeding thresholds
• Department-level budgets for multi-tenant setups

4. CALL ENCRYPTION (OPTIONAL)

Available Protocols:

• TLS (Transport Layer Security) for SIP signaling
• SRTP (Secure RTP) for media encryption
• End-to-end encryption for sensitive communications

Configuration:

• Enable through SIP trunk settings
• Compatible with most enterprise PBX systems
• Technical team assists with setup

Use Cases:

• Financial services
• Healthcare (HIPAA compliance)
• Legal communications
• Government agencies

5. NETWORK-LEVEL SECURITY

DDoS Mitigation:

• Carrier-grade DDoS protection at network edge
• SIP flood protection
• Automatic traffic filtering

Session Border Controllers:

• NAT traversal without exposing internal topology
• Protocol validation and sanitization
• Malformed packet rejection

Firewall Recommendations: We provide specific firewall rules for:

• Allowed IP ranges (by region)
• Required ports (UDP 5060, RTP ranges)
• Proper NAT configuration

SECURITY COMPARISON:

COMPLIANCE & CERTIFICATIONS:

Data Sovereignty: For regulated industries, we can route calls through specific geographic regions:

• EU data centers only (GDPR compliance)
• US-based routing (financial services)
• Country-specific routing as required

Industry-Specific Security:

• Financial Services: PCI-DSS compliant infrastructure
• Healthcare: HIPAA-compliant call recording available
• Government: FedRAMP-level security for qualifying projects

SECURITY BEST PRACTICES WE RECOMMEND:

✓ Enable IP whitelisting for fixed-location PBX systems
✓ Use strong, unique passwords for SIP authentication
✓ Implement destination restrictions (block unused countries)
✓ Enable TLS/SRTP for sensitive communications
✓ Monitor usage through portal for anomalies
✓ Set spending limits as safety net
✓ Keep PBX firmware updated (your responsibility)
✓ Properly configure firewalls (we provide exact rules)

WHAT WE DON’T PROVIDE:

Client-Side Security:

• PBX hardening (your responsibility)
• Endpoint security (desk phones, softphones)
• Internal network security

We Help With:

• Network-level protection
• SIP trunk security
• Fraud prevention
• Compliance guidance

didlogic provides 99.9% uptime SLA backed by redundant infrastructure across 12 geographically distributed data centers.

UPTIME GUARANTEE:

Standard SLA: 99.9% Monthly Uptime

• Translates to: <43 minutes downtime per month
• Measured across: All network components (SIP servers, media gateways, carrier connections)
• Excludes: Customer PBX/network issues, scheduled maintenance (announced 7 days advance)

Enterprise SLA: 99.95% Available

• Custom SLA for high-volume customers
• Includes: Dedicated support, priority routing
• Contact sales for enterprise agreements

HOW WE ACHIEVE 99.9% UPTIME:

1. GEOGRAPHIC REDUNDANCY

12 Points of Presence (PoPs):

• North America: NYC, LAX, Toronto
• Europe: London, Amsterdam, Frankfurt, Paris, Stockholm
• Asia-Pacific: Hong Kong, Singapore, Tokyo, Sydney, Auckland
• Other: São Paulo, Cape Town

Automatic Failover: If your primary gateway becomes unavailable, calls automatically route through nearest secondary PoP, typically with <10 second switchover.

2. CARRIER DIVERSITY

Multiple Upstream Connections:

• Tier 1 carrier connections at each PoP
• Direct peering with incumbent telcos
• No single point of failure

Example: Our London gateway connects to:

• BT (British Telecom)
• Vodafone
• TalkTalk Business
• Direct IX (Internet Exchange) peering

If one carrier experiences issues, calls route through alternative carriers automatically.

3. HARDWARE REDUNDANCY

At Each Data Center:

• Redundant Session Border Controllers (SBCs)
• Multiple media gateways
• Redundant power (generators + UPS)
• Redundant network connections
• RAID storage for configuration data

No Cloud Single Points of Failure: We don’t rely on AWS, Azure, or other cloud providers, we own the hardware.

4. NETWORK MONITORING

24/7 Network Operations:

• Real-time call quality monitoring
• Latency and packet loss tracking
• Automatic alerts for degraded performance
• Proactive carrier relationship management

Typical Detection & Response:

• Issue detection: <2 minutes
• Traffic rerouting: <5 minutes
• Customer notification: <15 minutes (if customer-facing)

WHAT’S COVERED:

SLA Applies To: ✓ SIP registration availability
✓ Inbound call delivery
✓ Outbound call routing
✓ Media gateway availability
✓ DID number reachability

SLA Excludes: ✗ Customer equipment failures (PBX, router, internet)
✗ Customer internet/ISP issues
✗ Scheduled maintenance (notified 7 days advance)
✗ Force majeure events
✗ Issues with destination carriers (international calls)

SLA CREDITS:

If We Miss 99.9% Target:

How to Claim: Submit ticket within 30 days with affected timeframe. Credits applied to next invoice.

Enterprise Customers: Custom SLA terms available with stricter uptime targets and higher penalties.

COMPARE PROVIDER SLAS:

Note: Some providers measure SLA at application level (portal access) rather than call delivery.

MAXIMIZING YOUR UPTIME:

Customer Responsibilities:

1. Redundant Internet: Use multiple ISPs or SD-WAN
2. Backup Trunks: Configure secondary didlogic gateway or backup provider
3. PBX Monitoring: Monitor your PBX health (we monitor network only)
4. DNS Failover: Use SRV records for automatic server failover

We Provide:

• Recommended failover configurations
• Multiple gateway options per region
• Technical assistance for redundancy setup
• Monitoring and alerting tools

REAL-WORLD UPTIME:

Historical Performance (2024):

• Actual uptime: 99.97%
• Unplanned downtime events: 3
• Average incident duration: 8 minutes
• Customer-impacting incidents: 1

Transparency: We publish service status and incident reports upon request.

didlogic is compatible with all major IP-PBX systems and doesn’t require proprietary hardware or software.

COMPATIBLE PBX SYSTEMS:

Open Source / Community:

• Asterisk
• FreePBX / Incredible PBX
• FusionPBX
• Kamailio
• OpenSIPS

Commercial IP-PBX:

• 3CX Phone System
• Cisco Unified Communications Manager (CUCM)
• Avaya IP Office, Aura, Communication Manager
• Mitel MiVoice, MiCloud Connect
• ShoreTel (Mitel Connect)
• NEC SV9100, SV8100
• Grandstream UCM series

Cloud PBX / UCaaS:

• Microsoft Teams (Direct Routing)
• Zoom Phone (BYOC – Bring Your Own Carrier)
• Cisco Webex Calling
• 8×8 (hybrid setups)

Legacy Systems:

• Analog systems via ATA (Analog Telephone Adapter)
• PRI gateways (PRI-to-SIP conversion)

COMPATIBILITY REQUIREMENTS:

✓ SIP protocol support (RFC 3261)
✓ UDP or TCP transport
✓ G.711, G.729, or Opus codec support
✓ Internet connectivity

That’s it. If your system supports standard SIP, it works with didlogic.

Yes, didlogic provides international SIP trunking with competitive rates to 200+ countries and in-country termination in 12 regions.

INTERNATIONAL CALLING ADVANTAGES:

1. IN-COUNTRY TERMINATION

Instead of routing international calls through centralized gateways (which adds latency and cost), didlogic terminates calls locally:

Our Points of Presence:

• Calls to UK → Terminate through London gateway
• Calls to Germany → Terminate through Frankfurt
• Calls to Australia → Terminate through Sydney
• Calls to Singapore → Terminate through Singapore gateway

Benefits:

• Lower per-minute rates (local vs. international)
• Better call quality (lower latency)
• Local caller ID presentation
• Regulatory compliance

2. COMPETITIVE INTERNATIONAL RATES

Sample Rates (per minute, USD):

Volume Discounts Available: Contact sales for custom rate cards.

3. INTERNATIONAL DID NUMBERS

Establish local presence without physical offices:

Local Numbers Available: 130+ countries
Toll-Free Numbers: 113+ countries

Examples:

• UK: 020 (London), 0333 (UK-wide)
• Germany: 030 (Berlin), 069 (Frankfurt)
• Australia: 02 (Sydney), 03 (Melbourne)
• France: 01 (Paris), 04 (Lyon)

All Route To: Your existing PBX anywhere in the world

4. INTERNATIONAL CALLER ID

Outbound Calling:

• Present your didlogic DID as caller ID
• Or use your own verified numbers
• Country-specific formatting handled automatically

Inbound Calling:

• Caller ID passed through from originating carrier
• Full E.164 format
• Name display (where supported by carrier)

USE CASES:

Case 1: US Company, UK Customers

• Purchase UK local DIDs (London 020 numbers)
• Customers dial local UK number
• Calls route to US-based PBX
• US team answers with UK caller ID showing

Cost: £2-5/month per DID + $0.059/min inbound

Case 2: International Sales Team

• Purchase DIDs in 10 countries
• All route to central cloud PBX
• Sales reps make outbound calls showing local caller ID
• Customers see local number calling

Cost: Volume-based pricing

Case 3: Global Customer Support

• Toll-free numbers in 20 countries
• Route to follow-the-sun contact centers
• Time-based routing (route to active center)
• Unified reporting across all regions

INTERNATIONAL CALLING BEST PRACTICES:

✓ Use Regional Gateways: Configure outbound routing through closest didlogic PoP
✓ Codec Selection: Use G.729 for international calls (lower bandwidth)
✓ QoS Configuration: Prioritize VoIP traffic for international routes
✓ Destination Testing: Test call quality to key destinations before scaling
✓ Rate Monitoring: Check rate card for cost optimization

COMPLIANCE:

Regulatory Adherence:

• Local telecom regulations
• Number portability rules (where applicable)
• Emergency services (E911, E112)
• GDPR compliance (EU)