Repeatable voice product line
Provisioned from versioned Terraform modules across Australian, Canadian, and US SIP carriers, with automated number porting and failover.
Capability · Epcotec
Carrier-grade telephony, delivered end to end.
Full-spectrum IP telephony on a carrier-grade platform (numbers, SIP, IVR, queues, recording) with an optional AI receptionist layer. Now across Australia, Canada and the US. Delivered by named senior engineers, fixed scope, staging from week one.
Epcotec runs a complete IP telephony platform for businesses in Australia, Canada and the US: DID numbers, SIP trunking, IVR and auto-attendants, call queues, recording and retention, voicemail-to-email, real-time dashboards and number porting, with an optional AI receptionist for 24/7 answering and booking. Local and toll-free numbers are provisioned in Australia and Canada; mobile numbers, virtual fax and SMS/MMS are available on US and Canadian numbers; emergency calling runs on Australian numbers (000) and US and Canadian numbers (E911), each with a registered service address.
What we deliver
The service we run.
Local and toll-free numbers
DID and toll-free numbers are provisioned in Australia and Canada, Australian local numbers included, and existing numbers are ported in full, to carrier standards, from paperwork to cutover, with per-site fallback if a port stalls.
Mobile numbers
Mobile numbers are supplied for US and Canadian numbers only.
High-availability SIP trunking
Trunks run on carrier infrastructure, with IP-authenticated and registration-based options and automated failover to a backup SIP URI, mobile routing or a secondary point of presence, so voice does not stop when a path does.
Hosted cloud PBX
Your complete PBX is operated for you: multi-level IVR and a digital receptionist, call queues, ring groups, time conditions and music on hold, all designed together as one coherent calling plan.
Automated call recording
Recording is automated per queue and per site, archived to the cloud with retention policies set to the client's obligations and enforced platform-wide across every endpoint.
AI transcription and sentiment indexing
Recordings are transcribed with AI speech-to-text and indexed for sentiment and compliance review, so calls become searchable records with transcripts attached.
Security and fraud guardrails
TLS encrypts signalling, SRTP encrypts media, and automated fraud detection and rate limiting protect every account. Point-of-presence geo-routing keeps traffic on the closest carrier path.
WebRTC softphones
Browser and mobile softphones are provisioned over WebRTC, so staff answer on the devices they already carry, without desk hardware to buy or maintain.
Virtual fax
Fax-to-email and email-to-fax run on the same platform, retiring analogue lines while keeping the workflows that still need them (US and Canadian numbers).
SMS and MMS messaging
Business text messaging, inbound and outbound, is available on US and Canadian numbers through the same numbers clients already call from.
Conferencing, voicemail and API
Conference bridges, voicemail-to-email with audio attachments and a REST API for programmatic control round out the stack, so workflows can be automated without touching the console.
AI receptionist layer
An optional layer that answers, routes and books 24/7. It runs on the same platform as the core system, under the same call controls and recording rules.
Rough time estimate
Window: 2-6 weeks
Team: 1 telephony + 1 eng
Complexity: M-L
Indicative only. A fixed price follows a free scope review.
Get a fixed quoteDelivery process
From porting to go-live.
Discovery and number plan
Coverage, call flows, number inventory and the SIP trunk plan are fixed before anything is provisioned.
Carrier provisioning and build
Numbers, trunks, IVR, auto-attendant, queues and recording are built on the carrier-grade platform to the agreed plan.
Porting and cutover
Porting runs managed end to end, with per-site fallback so no site loses service during cutover.
Hypercare
Post-cutover monitoring and rapid fixes through the first live weeks, until traffic and quality are settled.
Ongoing run service
The system is run for the client on a continuing basis, with changes routed through the same build discipline.
Benchmark deliveries
Lines now answering.
AI receptionist coverage
The optional AI receptionist layer provides 24/7 answering, routing and booking on the same carrier-grade platform.
Porting to carrier standards
Number porting is delivered to carrier standards, with per-site fallback protecting every cutover.
More evidence in the delivery history and the complete 756-engagement register.
Standards & compliance
Carrier-grade, regulator-aware.
Operations and deliverables conform to the cross-cutting standards below, and voice services are delivered to the telecommunications rules of each market: ACMA rules and Triple Zero obligations in Australia, and CRTC regulations and 911 obligations in Canada, with carrier and number-provider compliance handled end to end.
ISO/IEC 27001-aligned information security management
Operations and deliverables run under a documented management system aligned with ISO/IEC 27001:2022. The controls shape scoping, review, change management and evidence capture on every engagement.
Australia: Governs every Australian engagement, including hosting decisions and data residency.
Canada: Governs every Canadian engagement, including hosting decisions and data residency.
ISO 9001-aligned quality management
Quality management aligned with ISO 9001 governs scoping, review gates, acceptance criteria and handover, so every deliverable passes the same documented checks.
Australia: Applies to delivery for Australian clients across all service lines.
Canada: Applies to delivery for Canadian clients across all service lines.
Privacy Act 1988 and Australian Privacy Principles
Personal information handled in Australian engagements is processed in line with the Australian Privacy Principles, with access controls and data-handling rules carried through every environment.
Australia: Applies to all Australian engagements and to data processed on behalf of Australian clients.
PIPEDA and provincial privacy law
Personal information handled in Canadian engagements is processed in line with PIPEDA and applicable provincial law, including Quebec Law 25 where relevant.
Canada: Applies to all Canadian engagements, with Quebec Law 25 obligations observed where data or operations touch Quebec.
SOC 2-aligned controls
SOC 2-aligned controls are embedded in delivery: change management, access control, monitoring and evidence capture run on every engagement.
Australia: Evidence packs are available to Australian clients under NDA.
Canada: Evidence packs are available to Canadian clients under NDA.
Telecommunications Act 1997 and ACMA rules
Australian voice services are delivered in line with the Telecommunications Act 1997 and ACMA rules.
Australia: Includes Triple Zero (000) emergency access obligations on every Australian number.
CRTC regulation and emergency calling
Canadian voice services are delivered in line with CRTC regulations and 911 emergency obligations.
Canada: Applies to every Canadian number; messaging follows Canada’s anti-spam legislation (CASL).
Emergency access and carrier compliance
Emergency calling, number porting and carrier and number-provider compliance are handled end to end across both markets.
Australia: Covers Australian numbering, porting and Triple Zero (000) access.
Canada: Covers Canadian numbering, porting and 911 access.
References to standards describe alignment. Certification is claimed only where an accredited certificate is published on this page.
FAQ
Asked before porting a number.
Where is the service available?
Local and toll-free numbers are provisioned in Australia and Canada. Mobile numbers, virtual fax and SMS/MMS are available on US and Canadian numbers. Emergency calling runs on Australian numbers (000) and US and Canadian numbers (E911).
How is emergency calling handled?
Emergency calling is supported: 000 routing on Australian numbers and E911 on US and Canadian numbers, each provisioned with a registered service address before go-live.
What does the AI receptionist layer actually do?
It answers around the clock, routes callers by intent and books appointments into configured calendars. It is optional, runs on the same carrier-grade platform as the core system, and can be disabled with a single change if it does not earn its place.
How does number porting work?
Porting is managed end to end: paperwork, carrier coordination, cutover scheduling and per-site fallback. If a port stalls, each site keeps a working fallback path, so no location loses service.
How are recording and retention handled?
Recording is configured per queue and per site, with retention windows set to the client's operating model. Retention is enforced on the platform, centrally across every endpoint.