Managed Cloud Calling In India: A Field Guide For SMB And Mid-Market

Start With The Reality, Not The Pitch 

Your teams sit across Bengaluru, Delhi NCR, Pune, Mumbai, and Hyderabad. Calls drop during interviews. Sales miss callbacks. Auditors ask for quality logs. The branch PBX and one-off changes no longer keep up. You need a calling model that holds one standard and still fits local rules. Managed cloud calling with Webex Calling gives you that standard. This guide shows you how to design it, run it, and prove it. 

Architecture That Travels Across Cities 

Cloud calling moves number management, policy, and analytics into Webex Control Hub. You assign a role to a user, and the right features follow them on any device. You define a dial plan once, and sites inherit it with explicit local exceptions. 

Build the base 

• Locations with site codes, emergency policy, and number pools 
• Dial plan using E.164 normalisation, route groups, translation rules 
• Features for auto attendants, queues, hunt groups, paging, and park 
• Roles for shared lines, voicemail to email, and executive assistant 
• Analytics for MOS, jitter, loss, failure codes, and path 

Keep templates for sites and user cohorts. Tag devices and users. Treat tags as the backbone for policy and reporting. This keeps configuration drift low when you add a new city or a new floor. 

PSTN And Compliance Choices In India 

Pick PSTN per site, not by habit. Use Cloud Connected PSTN where eligible. Use Local Gateway when you keep trunks on premises or need a local breakout. Respect toll-bypass controls. Map emergency rules per location. Document any exceptions in the dial plan and review it at each service meeting. Add branch survivability so basic calling continues during a link event. 

Decisions to Settle Early 

• Site codes and extension length 
• Cloud PSTN or Local Gateway per location 
• Recording policy by group where required 
• Analog integrations through certified ATAs where needed 

Run Voice As An SRE Function 

Voice needs the same care you give to production systems. Define service levels, add alerting, and run a steady cadence. 

What you own 

Policy, approvals, exception control, and access to analytics. You stay in the dashboard, and you sign off on change. 

What an operator runs 

24x7 monitoring, incident response, MACD, firmware windows, and RCAs. Escalations to Cisco TAC and carriers follow a playbook with timers. 

Governance rhythm 

Weekly ops huddles close alerts and changes. Monthly reviews track KPIs and actions. Quarterly reviews retire unused rules and improve hygiene. 

Security That Survives Audit 

Encrypt signalling with TLS and media with SRTP. Use RBAC to separate full admin from help desk and device roles. Keep audit logs with export and retention. Apply recording through a certified partner if your sector needs it. Treat DNS as a control point. Record who changed what and when. Prove that you enforce least privilege and that you test rollbacks before cutover. 

Why Proactive, Not Just Another Reseller 

You do not need a portal; you need an operator. Proactive standardises the dial plan across India, runs changes with real tests and rollback, and closes incidents with evidence and RCA. You hold policy and oversight. We carry the roster, the runbooks, and the 24x7 watch. 

Make The Next Move 

Start with one site and a fixed change window. Standardise the dial plan, run the pilot, then stabilise and scale. When voice stops taking up your time, your teams can focus on growth. 

Ready To Standardise Voice Across India 

Request a Cloud Calling Readiness Review or a Webex Calling Design Workshop. Write to [email protected].