Hosted Voice Improvements: What’s happening and why?

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We’ve been working harder than ever – especially during COVID-19 and remote working – to improve our services and ensure that you and your colleagues are connected and working as normal. Over the next few months, we’ll be upgrading the infrastructure and delivery of some of our hosted voice services (also known as Multi-User VoIP or MUV).

What's happening and why?

We are changing the way that our hosted voice services are delivered. Our main focus is on migrating our hosting from a traditional data centre to Amazon AWS – a world-leading cloud service. This will mean greater resilience, better performance and a more scalable infrastructure.

This update only affects customers using our traditional hosted voice product: Multi-User VoIP.

This will include those using the single user version and also our call forwarding service. Customers using any other voice products, including 3CX, Wave, SIP Trunks and Direct Routing, will not be affected.

If you have purchased a phone through Gradwell, we will be updating your phones automatically as the updates will be pushed out through our provisioning system. Handsets, headsets, conference units, DECT and other devices from the following vendors will be involved in these updates: Snom, Gigaset and Yealink.

The update will allow us to provide these benefits:

Faster deployments

Infrastructure improvements will be rolled out faster

Softphone updates will be released and provisioned more quickly


We can put in place failover protocols to enable almost 100% uptime in virtually any scenario

New features

Our new infrastructure will allow us to add new features almost immediately, for example Busy Lamp Field (BLF).

Higher quality voice, using more modern CODECs, to deliver better performance over lower bandwidth connections. Note: G729 support is not available on this new platform

‘Call answered elsewhere’ support. If you’re in a group and someone picks up a call, it won’t count as a missed call but will be shown as ‘answered elsewhere’ – as long as the handset supports it.

Dedicated softphone that provides a better user experience

Hosted Voice Updates

Do I need to do anything?

Most of our users won’t need to do anything. However, some users may need to update several settings on their devices. If you happen to be one of these users, we’ll give you plenty of notice before the upgrade takes place, and we’ll walk you through any small changes that need to be made.

All devices purchased and provisioned through Gradwell will automatically update but customers with devices purchased separately will need to adjust these manually – we have a full article about this here. In addition, your internet firewall settings might need updating to allow inbound traffic. To check that certain IP addresses are allowed to send traffic to you, click here for more information. We have many detailed instructions for you to read on our Knowledge Base.

How we're communicating this with you

If you’re a hosted voice user or have any of the devices mentioned above, we’ll be in contact with you via email, letting you know when your upgrade will be happening. We’re contacting both our customers with MUV services and partners who have customers with MUV services. These updates are designed to improve our services and the general experience with Gradwell.

Want to know more about your phone system?

Our Knowledge Base is full of helpful articles, billing information and FAQs. Use these guides to better understand your devices and self-support your communications.

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