IT Brief New Zealand logo
Technology news for New Zealand's largest enterprises
Story image

What you should know about VoIP callback

Thu 20 Aug 2015
FYI, this story is more than a year old

There are many countries where the telecom market is strictly regulated and telecommunication services belong to the single company which is controlled by the government. In such environment, other providers are not allowed to offer their services and it is not possible to obtain a local DID number for an access number purposes. In this case, the callback is the only choice which allows local people to save lots of money on international calls. In other regions, where DIDs are available, a callback is rarely used unless there’s an economical reason (DIDs are expensive or calling rates to DIDs are high).

Callback Call Flow Callback occurs when the caller is called back after he or she initiates a call through an access number. The callback is used in two main cases – to deliver services to those countries where DIDs are not available and to provide services for those clients who prefer not to pay for the call to the DID. The complete process of a callback service usually looks like this:

Caller dials a DID number Call hangs up automatically and caller hears a busy signal  Within a few seconds, caller receives a return call Caller picks up this call and hears a message prompting to enter destination number Once destination number is entered, connection between calling parties is established.

Parts of a Callback: Leg A and Leg B The cost of making a telephone call via callback consists of two parts, as the caller is effectively paying for an outbound and inbound call at the same time. For example, a customer from Senegal is calling to Venezuela. Normally his local mobile provider would charge him the $2/minute rate, but as the connection was not established, there’s no fee. While callback service provider charges a customer for two calls:

Inbound call to Senegal ($0.3/minute), also called the leg A. This is the call returned back to the subscriber after the trigger call is initiated Outbound call to Venezuela ($0.1/minute), also called the leg B. This is the connection to the destination number Totally customer pays $0.4/minute for a call from Senegal to Venezuela. Comparing with rates of mobile network provider, he saves 80%.

Methods to Trigger a Callback The most popular method to trigger a callback is by calling a DID number, but it’s not the only one. There are few additional ways of initiating callback service by:

Sending an email in a special format Sending an SMS in a special format Entering the source and destination numbers in the user interface Using application programming interface (API) request (for integration with the website or third-party applications).

Be Aware of This Before Offering a Callback Call path in callback begins in the mobile operator’s network, then it goes through the DID provider and only then it reaches your system.

Totally there are at least two providers between your client and you. It means that you do not have a full control on the call connection, so before using a callback there are few important aspects to consider. First, make sure that your DID provider sends the correct Caller ID information. If not, your system will not be able to determine the original caller. Second, it is not guaranteed that mobile operator and DID provider will send the DTMF tones properly. This means that the caller may not be connected to the call recipient, even though the destination number was dialed after receiving the dial tone. You can choose or change the DID provider, but you won’t be able to do the same with the mobile operator as you are creating a competition for them by offering long distance calling services.

The last thing to note is that if you apply authorization by PIN in a callback service and caller is not authorized for some reason, you will be the one who will have to cover calling expenses. This happens because of the callback logic – system calls back any caller, who knows the callback DID, but it allows to dial destination only for those who enter the right PIN code and are authorized.

The sad truth is that you’ll have to pay for all your clients that enter the incorrect PIN few times in a row. In addition to this you may receive calls to your callback DID number by people who are aware of your service and are hoping to guess the PIN code or are trying to make harm for you (e.g. if they are your direct competitors). To avoid this, you can use authorization by ANI (pinless). In this case, the system will call back only if the caller ID matches with the records in its database.

P.S. This post is a part of the book “How to Start and Run VoIP Business” which will be released by the end of 2015. If you found it interesting and would like to receive more information like this, sign up for the newsletter in http://www.runvoipbusiness.com

By Vilius Stanislovaitis VoIP Business Start Consultant, VoIP Softswitch Expert

Related stories
Top stories
Story image
Amazon Web Services / AWS
Zscaler, AWS accelerate onramp to the cloud with zero trust
Zscaler has announced an extension to its relationship with Amazon Web Services, as well as innovations built on Zscaler's Zero Trust architecture.
Story image
Cybersecurity
Aqua Security, CIS create software supply chain security guide
Aqua Securityand the Center for Internet Security have together released the industry’s first formal guidelines for software supply chain security.
Story image
Cybersecurity
Threat actors ramp up their social engineering attacks
As people get better at identifying potential threats in their inbox, threat actors must evolve their methods. Their new M.O? Social engineering.
Story image
Commerce Commission
ComCom puts electronics sector on notice over resale price maintenance
The Commerce Commission has concluded an investigation into allegations that television manufacturers were engaging in illegal resale price maintenance.
Story image
Data
How a single mandate changed software development forever
There’s conjecture about exactly when it was issued and by whom, but a mandate made twenty years ago is continuing to shape the software development process today.
Story image
Tech job moves
Tech job moves - Boomi, Limepay, Thales, VMware & Zoom
We round up all job appointments from June 6-16, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
Partnerships
Microsoft expands APAC Enabler Mentorship Program
"Mentors are the key to success for every professional. A good mentor is a coach, a guide, as well as a vocal advocate."
Story image
Shouta
The rise of digital gifting in the workplace
The name itself does most of the explaining; it’s a gift you receive virtually. But a misconception about digital gifts is that they need to be redeemed virtually as well. 
Story image
DNS
DigiCert acquires DNS Made Easy and affiliated brands
Greg Clark comments, says, "This combination enhances the security of certificate validation and enables the automation of future validations."
Story image
Cybersecurity
Greater API usage raises concerns for protection - report
Radware has released its 2022 State of API Security report, which shows a rise in APIs, with 92% of the organisations surveyed significantly or somewhat increasing their usage.
Story image
Open source
DataStax secures US$115 million to fund database expansion
DataStax has secured US$115 million in funding, which it will use to develop and expand its Astra DB multi-cloud database and Astra Streaming service globally.
Story image
PagerDuty
Ready for anything with the PagerDuty Operations Cloud
In a world of digital everything, teams face increasing complexity. Ever-growing dependencies across systems and processes put customer and employee experience, not to mention revenue, at risk.
Story image
Dark web
Cybercrime in Aotearoa: How does New Zealand law define it?
‘Cybercrime’ is a term we hear all the time, but what exactly is it, and how does New Zealand define it in legal terms?
Story image
B2B
Corpay partners with supply chain platform PracBiz Exchange
Corpay's new partnership with PracBiz’s allows more than 4000 B2B suppliers on the latter's platform to use Corpay's global payments services.
Story image
Market growth
Salesforce unveils new offerings for consumer goods companies
Salesforce has announced new products for consumer goods companies to help brands navigate increasing market complexity more easily.
Story image
CRM
Microsoft launches app for modern selling experience
The new release is designed to enhance CRM systems with customer engagement data from Microsoft 365 and Microsoft Teams.
Story image
Training
Employers look to hire inexperienced coders due to skills shortage
"Even inexperienced workers without prior qualifications or experience had managed to pivot to new roles in coding as long as they are willing to upskill."
Story image
Entelar
How TruSens air purifiers can create healthier workspaces
The pandemic has heightened our awareness of our own and others’ health, and made us all much more conscious of the environments we work in.
Story image
Infrastructure
VMware wins Google Cloud partner award for infrastructure modernisation
The cloud computing and virtualisation company was recognised for its achievements as part of the Google Cloud ecosystem.
Story image
Manufacturing
Sternum joins NXP, collaborates on IoT security and observability
Sternum has announced it has joined the software partner community of NXP Semiconductors, a manufacturer of and large marketplace for embedded controllers.
Story image
Microsoft
Volpara, Microsoft project to detect cardiovascular issues
Volpara Health Technologies is working with Microsoft on a research and development project to speed up creating a product that detects and quantifies breast arterial calcifications (BACs).
Story image
SaaS
Sealord partners with Infor to improve sustainability
Sealord has chosen Infor as a strategic partner to implement an operational cloud-based platform that provides day-one functionality and sustainability gains.
Story image
INTERPOL
Hundreds arrested, millions seized in global INTERPOL investigation
A two-month-long investigation by INTERPOL this year involved 76 countries and clamped down on organised crime groups behind telecommunications and social engineering scams.
Story image
Digital Transformation
Apptio adds portfolio enhancements to promote digital strategy
"While digitalisation creates opportunities, it also makes budgeting far more complex, leading many companies to waste substantial funds."
Story image
Electricity
Canstar finds Flick Electric NZ’s favourite provider
Canstar’s annual research to find New Zealand’s favourite electricity provider reveals Flick Electric has come out on top.
Story image
Robotic Process Automation / RPA
rapidMATION helps Coates achieve success with landmark RPA solution
A strong Robotic Process Automation solution (RPA) can help solve many complex issues that businesses face daily. 
Story image
API
Industry-first comprehensive risk-based API security enhances protection
Application Programming Interfaces (APIs) have become a crucial part of operating web and mobile application businesses and are causing significant economic growth in the digital sector.
Story image
Disaster Recovery
Eaton provides business continuity with disaster avoidance application
Many SMBs often struggle with problems relating to UPS and IT assets due to the sheer amount of time and resources required to run effectively. 
Story image
Digital Transformation
Cybersecurity priorities for digital leaders navigating digital transformation
In recent years, Asia-Pacific has especially been a hotspot for cyberattacks, and as we continue into 2022, it’s evident that the problem is becoming more significant.
Story image
Healthcare
Workday winning on culture and family focus
This family-first approach sees all employees receive access to family-wide private healthcare cover, as well as income protection and life insurance policies.
Story image
Cybersecurity
Why is NZ lagging behind the world in cybersecurity?
A recent report by TUANZ has revealed that we are ranked 56th in the world when it comes to cybersecurity - a look into why we're so behind and what needs to be done.
Story image
Testing
Video: 10 Minute IT Jams - An update from Tricentis
Tricentis provides software testing automation, and software quality assurance products for enterprise software.
Story image
trust
Consumers want personalisation, but don't trust brands with their data
Customers expect personalisation during every brand interaction but they don't trust brands to keep their personal data secure and to use it responsibly. 
Story image
SaaS
Varonis strengthens security capabilities for AWS and S3
Varonis has strengthened and expanded its cloud and security capabilities, with a critical aim of improving safety and boosting data visibility in Amazon Simple Storage Service (S3).
Story image
Cloud
Cloudflare outage in 19 data centers worldwide due to own error
Cloudflare says its outage for 19 of its data centers yesterday was because of a change in a long-running project to increase resilience in its busiest locations.
Story image
N4L
N4L, Spark, Chorus partner for Hyperfibre school upgrade
Networks for Learning (N4L) has partnered with Spark and Chorus to upgrade Wellington College to Hyperfibre, fostering stronger outcomes for students and teachers.
Story image
Orbital Insight
Orbital Insight solution set to drive better data-driven decisions
The company says the new Site Intelligence solution will provide granular visibility, behaviour analytics and deep insights about customers and competitors at any location. 
Story image
Citrix
The best ways to attract young talent during labour shortages
New research from Citrix reveals hybrid working and ventures into the metaverse are top of mind for Gen Z workers.
Story image
Secure access service edge / SASE
Cloudflare adds new capabilities to zero trust SASE platform
New features for Cloudflare One include email security protection, data loss prevention tools, cloud access security broker, and private network discovery.
Story image
Collaboration
IT and security team collaboration crucial to data security
Many IT and security decision makers are not collaborating as effectively as possible to address growing cyber threats.
Story image
Ransomware
Rapid7 report examines use of double extortion ransomware attacks
New insight into how attackers think when carrying out cyber attacks, along with further analysis of the disclosure layer of double extortion ransomware attacks, has come to light.
Story image
eInvoicing
Airwallex, Xero extend partnership with easier invoice payments
Airwallex has extended its long-term partnership with Xero by releasing a new payment link integration for Xero invoices that will make receiving them easier and faster for Australian businesses.
Story image
Apple
Jamf updates healthcare IT to protect data on Apple devices
Jamf has rolled out new functionality to help healthcare and IT teams protect patient data and streamline clinical access for their Apple fleet.
Story image
Hybrid workforce
Why hybrid working is here to stay and how to ace it
Citrix's new report reveals hybrid workers are more productive and engaged at work than their office and completely remote counterparts.