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// voip monitoring for msps

Twenty customers, twenty phone systems, one place to watch them.

Managing voice for other people is a different problem from managing your own. You need monitors grouped by customer, alerts routed to whoever holds that contract, a status page each customer can check without emailing you, and a record of exactly what the carrier was doing at 02:14 when they insist nothing was wrong.

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tenancy

Grouped by customer, all the way down

A customer group is not a tag. It is the unit that alerting, status pages, history and access all hang from, so nothing leaks between the customers you manage.

  • Alerts route per group — the engineer on that contract, not the whole team
  • One public status page per group, 90 days of history, your customer's branding
  • Private probes can sit inside one customer's network without seeing any other
  • Per-monitor pricing, so a one-trunk customer costs one monitor

customers

acme-telecom12 monitorsup
noordzee-logistiek6 monitorsup
van-dijk-advocaten4 monitorscert 9 d
helder-zorg9 monitorsup

31 monitors · 1 warning · 0 down

evidence

Something to put in the carrier ticket

The hardest part of managing someone else's voice platform is proving where the fault sits. Two probes settle it: one outside on the public internet, one inside next to the SBC.

When the external probe records 503 from the carrier edge at 02:14 while the internal probe shows the PBX answering OPTIONS in 3 ms throughout, the conversation with the carrier starts from transactions and timestamps rather than from a customer's memory of a bad morning. Every check result is retained with its response code, round-trip time and the probe that recorded it.

why a generic uptime tool can't do this

questions

Straight answers

What should an MSP monitor on a customer VoIP platform?

At minimum: SIP reachability of the SBC or PBX edge with OPTIONS, the registration path with a dedicated test extension, TLS certificate expiry on the SIP TLS port, and the NAPTR and SRV records that route calls to the platform. Add an RTP test call where call quality complaints are frequent or where the contract carries a quality commitment. That set covers signalling, authentication, encryption, routing and audio, which is every layer between the customer and a completed call.

Can each customer get their own status page?

Yes. Monitors are grouped per customer, and each group can publish a public status page with 90 days of uptime history. On the MSP plan the page carries the customer name and logo on your own domain, so what they see is their voice platform rather than your tooling. Customers who can self-serve the answer to "is it us or is it them" generate noticeably fewer tickets.

How do alerts get to the right engineer?

Alert routing is configured per customer group, so the team or individual responsible for that contract is notified rather than everyone on the account. Channels are email, signed webhooks, Slack, Telegram and SMS, and the same alert can go to several at once — typically Slack for the team and SMS for whoever holds the out-of-hours phone.

Does monitoring from outside prove the problem is the carrier?

It proves a great deal of it. When an external probe records 503 responses from the carrier edge while a probe inside the customer network shows the PBX answering normally, the direction of the fault is no longer a matter of opinion. Every result is timestamped and retained, so a carrier ticket can cite specific transactions with response codes and round-trip times instead of a customer recollection of roughly when calls got bad.

What does it cost per customer?

Pricing is per monitor, not per customer or per seat, so a customer with a single trunk costs one monitor and a multi-site customer costs as many as you choose to watch. The Pro plan covers 50 monitors at €29 per month; the MSP plan adds white-labelled status pages on your own domain. Three monitors are free forever, which is enough to trial the approach on a single customer before committing.

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