The implementation process for the software is very quick and is completed in three main administrative steps. The overall time to get an account operational for making calls and sending messages is typically about 10 minutes.
Overview:
The process is centralized through an administrator provisioning portal, focusing on rapid configuration and automated user onboarding.
1. Create an Account (Administrator): The process begins with the administrator creating a free account, which immediately provides access to the softphone provisioning portal.
2. Setup Your Account (Duration: Less than 5 minutes): The administrator configures the softphone settings, connects the software to the existing PBX or VoIP provider, and then adds or imports PBX users. This configuration step is designed to be completed in under five minutes.
3. User Onboarding (Automated): The system automatically handles user deployment by sending out welcome emails. These emails contain instructions and a QR code that users can simply scan to install the app on their device (iOS, Android, Windows, Mac, or Linux) and log in without needing to enter complex credentials.
Overall Time to Operational Status: Once the administrator completes the setup, the account is ready for calls and messages in approximately 10 minutes.
Customisation
Yes, the software offers a high degree of customization to align with specific business needs, branding requirements, and technical infrastructure.
Overview:
Customization is achieved through white-labeling, extensive feature configuration, and powerful provisioning tools, including a dedicated API.
Branding and White-Labeling: The applications can be customized according to your brand requirements, allowing service providers to offer a fully branded softphone with their own logo, colors, and name.
Feature Configuration: Administrators can customize numerous settings via the provisioning portal, including advanced call features (transfer, forwarding), Busy Lamp Field (BLF) settings, audio codecs, DTMF mode, and security protocols like TLS/SRTP.
API for Automation: Everything manageable through the administrator portal can also be done via the Admin API, allowing organizations to automate provisioning (e.g., creating Ringotel users when a new extension is created on the PBX) to fit custom workflows.
Integration Support: The software supports out-of-the-box integrations, including CRM systems for caller identification and history sync, and it integrates with services like Jitsi for video conferencing.
Multi-Tenant Architecture: It is built to support multi-tenant systems out-of-the-box with an unlimited number of domains, which is a key customization feature for service providers.
Deployment Options: For specific security or compliance needs, an on-premise deployment is available, allowing the server to be run within the organization's own infrastructure.
Additional Costs
The cost structure for the software is subscription-based and aims to be transparent, with several key services included in the base licensing fee.
Overview:
The primary costs are the monthly or annual user license fees, while setup and 24/7 support are generally included.
Setup Fees: The system generally does not have upfront setup fees. It offers a free account for the administrator and often a free trial (e.g., 14 days) to evaluate the service before committing.
License Fees (Primary Cost): The main costs are the monthly or annual fees, typically priced on a per user/per month basis, with different tiers (e.g., Essentials or Pro) offering varying feature sets and device limits.
Maintenance and Support Charges:24/7 professional support is provided worldwide via a ticketing system and emergency phone numbers, and this is included with the subscription, meaning there are no separate support fees.
Hidden or Additional Fees: There are no additional costs for running the software in a multi-tenant mode. For deployments on platforms like AWS Marketplace, additional AWS infrastructure costs may apply.
Discounts and Special Pricing: The company offers volume discounts and special pricing for VoIP service providers, resellers, and IT professionals who enroll in a partner program.
On-Premise License: An On-Premise License is available for those who want to run the software on their own server, which involves a specific cost model that would replace the standard cloud subscription fee.
Training
Ringotel focuses on making the onboarding and ongoing experience smooth through automated provisioning and extensive, global, 24/7 support resources.
Overview:
New users are guided by automated onboarding emails, while administrators and users have access to a comprehensive Help Center and around-the-clock professional support.
Automated User Onboarding:
Welcome Emails with QR Codes: The primary method of training and setup for end-users is via automated welcome emails. These emails contain instructions and a QR code that users simply scan to instantly install, provision, and log into the Ringotel applications on any device.
Centralized Provisioning and Remote Configuration (Admin Training):
Admin Portal: Administrators use the intuitive provisioning portal to centralize management, reducing the manual setup work required for users. The system utilizes the existing PBX configuration, simplifying the integration.
On-Demand Demo/Consultation: The company encourages prospective and new users to book a demo or contact their team for specific guidance, offering a personalized training component.
Self-Service Resources and Guides:
Help Center/Knowledge Base: An extensive Help Center or knowledge base (Wiki) is available, offering detailed articles and guides on everything from initial softphone provisioning and firewall configuration to advanced features like creating dial plans, using BLF indicators, and integrating with PBX features.
User Manuals and Quick Start Guides: Dedicated guides are often provided for new users, covering core functions like how to log in, make a call, transfer a call, and utilize call parking.
Professional, 24/7 Support:
24/7 Support Worldwide: Professional technical support is provided 24 hours a day, 7 days a week, globally.
Support Channels: Assistance is available through a formal ticketing system and emergency phone numbers. Additionally, live chat is available during extended business hours (e.g., 8:00 AM to 10:00 PM UTC) for most general inquiries.
Security Measures
Ringotel employs multiple layers of security to protect data and infrastructure, focusing on encryption, credential management, and secure network tunneling.
Overview:
Security measures ensure that communication is encrypted end-to-end, and the system acts as a secure intermediary to shield the customer's internal VoIP infrastructure from direct exposure.
Communication and Data Encryption:
Standard Encryption Protocols: The software encrypts all communication between the endpoints (softphones) and the Ringotel server using the standard and robust protocols TLS (Transport Layer Security) for signaling and SRTP (Secure Real-time Transport Protocol) for voice traffic.
Server-to-PBX Encryption: The communication between the Ringotel server and the customer's PBX can also be encrypted via TLS/SRTP for an added layer of protection.
VoIP Tunneling and Infrastructure Protection:
Secure VoIP Tunnel: Ringotel operates as a secure VoIP tunnel, routing voice traffic from softphone users to the connected PBX. This eliminates the common need for a VPN or Session Border Controller (SBC) solution for remote users.
PBX Isolation: The tunneling architecture routes all traffic to the PBX from a single, trusted Ringotel IP address, which helps secure the customer's infrastructure by limiting firewall exposure and protecting it from direct access by numerous external softphone users.
Credential and Access Control:
Encrypted SIP Passwords: User SIP passwords are encrypted using one-way encryption and never shared.
Separate Login Credentials: The system generates separate login credentials for the softphone users, ensuring that end-users do not need to know their sensitive SIP passwords from the PBX.
Two-Factor Authentication (2FA): 2FA can be enabled for the administrator's account to add an extra, critical layer of security on top of the login and password.
Deployment Options for Compliance:
On-Premise Deployment: For organizations with stringent compliance policies or maximum security requirements, the software offers an On-Premise License to install the Ringotel server directly within the customer's infrastructure, giving them complete control over their data.
Updates
The software operates on an actively developed model with regular releases, ensuring new features, fixes, and security patches are constantly deployed and managed by the vendor.
Overview:
Updates are released frequently, indicating continuous development. For cloud users, updates are managed centrally by the Ringotel team, while white-label partners receive dedicated support for app store submissions.
Frequency of Updates (Active Development):
Constant Release Cycle: The software is described as "growing fast, actively developed," and frequently updated. This constant activity ensures the regular release of new features, fixes, and patches to maintain the software's currency and security.
Management of Cloud and Core Updates:
Vendor-Managed Updates: For standard cloud users, the management of updates is handled entirely by the Ringotel team. This ensures that the core Ringotel platform is always up to date with the latest stable version and features.
Seamless Integration: The updates are designed to integrate seamlessly with the user's existing PBX system, which is typically a standard SIP protocol, reducing the management burden on the customer's IT team.
Management of Custom/White-Label App Updates:
Dedicated Partner Support: For partners utilizing the white-label option, the Ringotel team provides ongoing app deployment support. This includes managing the process of updating the customized apps and submitting the new versions to the relevant App Store (Apple App Store, Google Play Store) to keep them up to date with the core Ringotel version.
Data Ownership and Portability
The policy on data ownership and portability is strongly aligned with modern privacy regulations, emphasizing user control and the right to their data.
Overview:
The customer organization retains ownership of their data (such as call recordings, messages, and contacts), and the software provides mechanisms and a legal framework to ensure that data can be accessed, corrected, deleted, or transferred to another service.
Customer Data Ownership and Control:
Right to Access and Rectification: Users have the right to learn if their data is being processed, obtain a copy of the data, verify its accuracy, and request that it be updated or corrected.
Right to Erasure (Deletion): Users can obtain the erasure of their Personal Data from the Owner, ensuring they have control over the lifecycle of the data stored on the platform.
Data Portability Rights:
Right to Data Transfer: Users have the explicit right to receive their data in a structured, commonly used, and machine-readable format.
Transfer to a New Controller: If technically feasible and without hindrance, users can request to have their personal data transmitted directly from the current controller (the software provider) to another controller (a new service provider).
Compliance with Legal Frameworks:
Privacy Policy and Legal Rights: The company's privacy policy outlines the user's rights regarding their personal data, including the right to withdraw consent and object to processing, in accordance with applicable data protection laws.
On-Premise Control:
Full Data Control: For maximum control over data residency and ownership, the software offers an On-Premise License option, allowing customers to install the server software within their own infrastructure and gain complete physical and digital control over the data.
Scaling Up / Down
The software's architecture and licensing are built for high scalability and multi-tenancy, providing flexible options for both rapid expansion and organizational reduction.
Overview:
Scaling is managed easily through the administrative portal, allowing organizations to add or remove users as needed without complex deployment processes, which is facilitated by the software's multi-tenant design and centralized provisioning tools.
Centralized Scaling Management:
Administrator Portal: Scaling up (adding new users) or scaling down (deactivating users) is managed by the account administrator through the central provisioning portal (Ringotel Shell).
API Integration for Automation: Scaling can be automated using the Admin API, allowing integration with the organization's existing phone system to automatically create or manage Ringotel users when a corresponding extension is created or modified on the PBX.
Architectural Scalability (Up):
Efficient Provisioning: The centralized provisioning system is highly efficient and designed to manage the deployment of communication apps for tens, hundreds, or thousands of softphones without a significant increase in manual effort.
Multi-Tenant Support: The platform has a multi-tenant architecture, which is inherently scalable and supports an unlimited number of domains and organizations under a single account, making it ideal for service providers or large enterprises with multiple distinct departments.
User Lifecycle Management (Up/Down):
Activated and Deactivated Users: Administrators can easily create activated users who can fully register with the apps, or create deactivated user profiles for contact listing without a full license, offering a simple way to manage and re-assign user licenses.
License Adjustment: While specific financial terms are not public policy, the license structure is user-based (e.g., Essentials user, Pro user), implying that scaling up or down would involve simply adjusting the number of active user licenses being purchased or maintained.
The terms & conditions for contract renewal and cancellation
The terms and conditions for contract renewal and cancellation are generally defined within the main service agreement and are often subject to an automatic renewal clause, requiring explicit notice from the customer for non-renewal.
Overview:
The service is typically offered on a subscription basis for an Initial Term defined in the Order Form. To ensure service continuity, contracts usually include an automatic renewal provision for successive periods unless the customer provides timely written notice of non-renewal. Cancellation during a term can result in liability for the remaining balance of the contract.
Initial Service Term:
The service begins on a Start Date and continues for a specific Initial Term, both of which are set forth and agreed upon in the executed Order Form.
Automatic Contract Renewal (Renewal Term):
Upon expiration of the Initial Term, the recurring services are typically set to automatically renew for subsequent Renewal Terms of a duration specified in the initial Order Form.
This ensures uninterrupted service unless the customer takes specific action to terminate or non-renew.
Notice of Non-Renewal:
To prevent the automatic renewal of the contract, the customer is generally required to provide a formal written notice of non-renewal to the service provider.
This notice must be submitted a specified number of days (e.g., at least thirty days) before the expiration date of the current term.
Cancellation/Termination Liability:
If a customer attempts to disconnect service prior to the end of the contractual term, they may be held responsible for the full amount of all remaining charges due until the end of the then-current term.
There may also be additional fees, such as recovery fees for any waived or discounted promotions accepted at the start of the contract.
Subscription Entitlements:
Pricing and access are based on the duration and terms of the contract. If the customer chooses not to renew or replace their contract before it ends, their access to the service entitlements will expire.
Compliance
The software is designed to operate with a focus on comprehensive data security and privacy, aligning with major international and regional compliance standards necessary for handling sensitive customer information.
Overview:
The software meets and supports compliance with key global and industry-specific regulations, particularly in the areas of data privacy, information security, and sometimes, healthcare-related protected data. The compliance is often confirmed through third-party audits and certifications.
Global Data Privacy Regulations:
GDPR (General Data Protection Regulation): The privacy policy and practices are structured to comply with GDPR, which protects the personal data of EU residents. This includes providing users with rights such as the right to erasure, access, and data portability.
Information Security Management:
ISO 27001: Compliance with this internationally recognized standard indicates that the company has a robust Information Security Management System (ISMS) in place, with rigorous controls to maintain the confidentiality, integrity, and availability of customer data.
ISO 27017: Provides guidelines for information security controls applicable specifically to the provision and use of cloud services, demonstrating that security best practices are extended to the cloud environment.
ISO 27018: Establishes controls and guidelines for implementing measures to protect Personally Identifiable Information (PII) in the public cloud computing environment.
SOC 2 (Service Organization Controls 2): Compliance is typically validated through an independent third-party audit, which assesses controls relevant to the Trust Services Criteria of security, availability, processing integrity, confidentiality, and privacy.
HIPAA (Health Insurance Portability and Accountability Act): The platform is designed to support customers who must comply with HIPAA, which protects Protected Health Information (PHI). This often involves making a Business Associate Agreement (BAA) available to Covered Entities.
Data Protection Measures:
The software implements security measures such as end-to-end encryption (TLS and SRTP) for all communication and utilizes one-way encryption for user credentials, which are foundational practices for meeting various compliance requirements.
