maximise your unified communications with our voice, contact centre, productivity tools, and network support.
CallTower’s Cloud Contact centres Make it Easy to Make Powerful connexions and Deliver Results.
Connect with anyone, anywhere, inside or outside your organisation, from a single, dedicated geographic number.
A revolutionary tool enabling users to easily personalise and control their CallTower services
Discover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
SupportWe have a dedicated 24x7x365 customer service team that is trained to help you
Network StatusView the Network Status for live updates on system performance and service status.
Updates & NotificationsReceive timely CallTower solution updates, latest information and alerts to stay informed about important changes and announcements.
Billing Escalation Pathcheque out the Billing Escalation Path for swift resolution and guidance on addressing billing-related inquiries effectively.
Client Support PlanExplore the Client Support Plan for a detailed overview of our services, ensuring tailored assistance and enhanced support for your unique needs.
Client Success Escalation PathsAccess the client success escalation path, providing a strategic guide to promptly address and enhance your overall client experience.
Implementation Escalation PathExplore the implementation escalation path for a structured guide to efficiently address and resolve issues during the implementation process.
Support Escalation PathExplore the technical support escalation path to efficiently navigate and resolve issues with step-by-step guidance.
Explore the overview of our company, mission, and commitment to delivering innovative communication solutions.
Bill centreExplore for a streamlined experience managing and understanding your invoices and billing information
Billing questions, payments, disputesFind essential information about billing inquiries, payment terms, and dispute resolution for your account.
CallTower TrainingComprehensive resources and guidance to enhance your proficiency in utilising our communication solutions.
CallTower, Inc. Terms of UseDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Website Privacy PolicyReview the information on how we safeguard your personal data, ensuring transparency in our services.
WebinarsVisit insightful sessions, industry expertise, and the latest updates on our communication solutions.
Services Level Agreements (SLA)Comprehensive details on CallTower’s Customer SLA, including scheduled maintenance windows for solution updates.
California Consumer Privacy ActCheck out how we comply with CCPA regulations, prioritising the protection of consumer privacy.
FAQBrowse the FAQ webpage for quick answers to common questions about our products and services.
Customer Proprietary NetworkExplore the Customer Proprietary Network webpage for secure and customised communication solutions.
There is no better relationship in the industry than ones CallTower has with its partners. Here are just a few things that make working with us truly awesome.
Partner PortalAt CallTower, we consider our channel partners as family, valuing successful relationships through excellent support and financial rewards.
Rebiller ProgramGTx is CallTower’s revolutionary rebiller service and portal, created for MSPs, System Integrators, Resellers, Distributors, and VARs, to radically empower Operator Connect for Microsoft Teams transactions and offerings – complete with 24/7/365 support and dedicated expertise.
maximise your unified communications with our voice, contact centre, productivity tools, and network support.
CallTower’s Cloud Contact centres Make it Easy to Make Powerful connexions and Deliver Results.
Connect with anyone, anywhere, inside or outside your organisation, from a single, dedicated geographic number.
A revolutionary tool enabling users to easily personalise and control their CallTower services
We have a dedicated 24x7x365 customer service team that is trained to help you
Client Success Escalation PathAccess the client success escalation path, providing a strategic guide to promptly address and enhance your overall client experience.
ImplementationsExplore the Implementations for a detailed guide to efficiently deploy and optimise our solutions.
Support Escalation PathExplore the technical support escalation path to efficiently navigate and resolve issues with step-by-step guidance.
Billing Escalation Pathcheque out the Billing Escalation Path for swift resolution and guidance on addressing billing-related inquiries effectively.
Network StatusView the Network Status for live updates on system performance and service status.
Sales Escalation PathNavigate the sales escalation path to expedite issue resolution and receive tailored support for your sales-related inquiries.
Solutions centreDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Updates & NotificationsReceive timely CallTower solution updates, latest information and alerts to stay informed about important changes and announcements.
Implementation Escalation PathExplore the implementation escalation path for a structured guide to efficiently address and resolve issues during the implementation process.
Client Support PlanExplore the Client Support Plan for a detailed overview of our services, ensuring tailored assistance and enhanced support for your unique needs.
Explore the overview of our company, mission, and commitment to delivering innovative communication solutions.
Bill centreExplore for a streamlined experience managing and understanding your invoices and billing information
Billing questions, payments, disputesFind essential information about billing inquiries, payment terms, and dispute resolution for your account.
CallTower TrainingComprehensive resources and guidance to enhance your proficiency in utilising our communication solutions.
CallTower, Inc. Terms of UseDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Website Privacy PolicyReview the information on how we safeguard your personal data, ensuring transparency in our services.
WebinarsVisit insightful sessions, industry expertise, and the latest updates on our communication solutions.
Services Level Agreements (SLA)Comprehensive details on CallTower’s Customer SLA, including scheduled maintenance windows for solution updates.
California Consumer Privacy ActCheck out how we comply with CCPA regulations, prioritising the protection of consumer privacy.
FAQBrowse the FAQ webpage for quick answers to common questions about our products and services.
Customer Proprietary NetworkExplore the Customer Proprietary Network webpage for secure and customised communication solutions.
There is no better relationship in the industry than ones CallTower has with its partners. Here are just a few things that make working with us truly awesome.
Partner PortalAt CallTower, we consider our channel partners as family, valuing successful relationships through excellent support and financial rewards.
Rebiller ProgramGet the Latest CallTower Solution Updates and Service Notifications
December 2023
CT Cloud Communicator for Android
Feature Updates
CT Cloud Communicator for IOS
Feature Updates
CT Cloud Communicator for Desktop (Windows/Mac)
Feature Updates
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November 2023
CT Cloud Communicator for Android
Feature Updates
CT Cloud Communicator for IOS
Feature Updates
CT Cloud Communicator for Desktop (Windows/Mac)
Feature Updates
____________________________________________________________________________________________
September 2023
CT Cloud Communicator for Android
Bug Fixes
CT Cloud Communicator for IOS
Bug fixes
CT Cloud Communicator for Desktop (Windows/Mac)
Bug fixes
____________________________________________________________________________________________
April 2023
Bug fixes
Enhancements
Bug fixes
Bug fixes
Enhancements
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April 25, 2022
Android:
Security/Bug Fixes:
iOS:
Security/Bug Fixes:
Users will be prompted to upgrade when they log into the app. CallTower strongly encourages all users to upgrade as soon as possible to take advantage of feature enhancements and bug/security fixes.
This is an unmonitored email address, if you have any questions, please email us at support@calltower.com
December 14, 2021
Recently, you may have seen widespread news coverage of a new zero-day vulnerability in the Log4j java library. Log4j is a development tool used to log data within an application. Attempts have been made by cybercriminals to exploit this flaw that exists in some versions of Log4j. This flaw allows the cybercriminal to gain unauthenticated access to an organisation’s servers. Several businesses have reported that they have been compromised. We have investigated and tested our services and found no indication of any unauthorised access to CallTower’s systems.
There is no action for you to take at this time.
We have reviewed and tested all products that are provided directly by CallTower and have found a small number of systems with some exposure to this vulnerability, which have all been addressed with a software patch or configuration change. After testing, CallTower has found no remaining exposure to this vulnerability in our network or systems. We have also reviewed all access and found no indication of any unauthorised access to CallTower systems.
CallTower continues to work with our vendors to ensure our customers are protected from this threat with services provided in part or in whole through our partners. To date, we have found no outstanding exposure to this vulnerability through services provided by CallTower’s service partners.
As always, we will continue to monitor our systems and platforms to mitigate security vulnerabilities and will update you as circumstances warrant.
August 18, 2021
On the morning of August 17, 2021, CallTower customers utilising Teams Direct Routing services experienced inbound call failures and intermittent outbound call failures. CallTower Engineering immediately engaged and identified that calls to Direct Routing customers received no response from Microsoft’s Session Border Controllers (SBCs). Microsoft was not returning SIP signalling error messages and stopped responding altogether. Microsoft’s administration portal showed no errors.
CallTower opened a case with Microsoft Premier Support to identify why CallTower stopped receiving responses from Microsoft’s SBCs. After troubleshooting and escalation through Microsoft, Microsoft’s engineers identified a licence issue that resulted in the suspension of services to CallTower’s Carrier Tenant. The licence issue was resolved, and services were restored in the early evening of August 17, 2021.
A Carrier Tenant is the tenant that contains the SIP trunks where calls are delivered between Microsoft Teams and a carrier’s voice network. CallTower’s Carrier Tenant was set up in August of 2018 consistent with the specifications as published by Microsoft. According to Microsoft’s published documentation, tenant licences could be removed after the initial setup was complete. In March of 2021, Microsoft updated documentation to the licencing requirements for Carrier Tenants to require that a specific Teams licence remain assigned to the Carrier Tenant. No notice or pushed communication on the documentation update was provided to CallTower.
CallTower is working with our Microsoft Account Team to identify why no notice was provided to CallTower and to ensure CallTower’s Product and Engineering teams are notified of changes to configuration documentation.
Microsoft published a follow-on statement to customers via the O365 portal stating “Our investigation determined that the Microsoft Teams licence had expired with the third-party partner that your organisation utilises for call routing, resulting in the dependent Session Border Controllers (SBCs) to stop routing PSTN calls as expected. We’ve worked with the third-party organisation to renew the licences.” CallTower acknowledges Microsoft’s statement regarding the root cause of the issue. The issue was not caused by expired licences, but by a new requirement that a licence continue to be assigned.
Microsoft Premier Support experienced significant internal delays in urgently working CallTower’s Severity A case due to misrouting and handling errors within Microsoft Support. CallTower’s Engineering and Executive Staff worked with all available channels to escalate and get the appropriate resources assigned to our case. Microsoft has acknowledged the errors and delay in the internal handling of this issue and is working with CallTower to improve the support response and resolution timing as well as appropriate case routing for Severity A issues.
CallTower provides a reliable, industry-leading voice network as one of the largest Microsoft Teams Direct Routing providers. Teams Direct Routing customers did not experience the reliability they have come to expect on August 17, 2021. The extended period of service interruption to CallTower’s customers is deeply concerning. CallTower and Microsoft worked together to correct this issue and have engaged in further discussions on improving the change management process going forward. This event has both CallTower and Microsoft committed to strengthening our relationship and our ability to deliver a premium voice service for our Teams customers.
Please contact your Customer Success Manager with any questions at accountmanagement@calltower.com.
August 9, 2021
The US Federal Communications Commission (FCC) has taken action to limit the ability of robocalls to scam consumers and businesses through rules to address caller ID spoofing. The FCC is regulating this process using STIR/SHAKEN.
What is STIR/SHAKEN?
STIR/SHAKEN uses digital certificates, based on common public-key cryptography techniques, to ensure the calling number of a telephone call is secure. In simple terms, each telephone service provider obtains their digital certificate from a certificate authority that is trusted by other telephone service providers. The certificate technology enables the called party to verify that the calling number is accurate and has not been spoofed. The process is similar to the security process for HTTPS secured websites. The originating telephone service provider attests to the level of validation that can be guaranteed on each call.
There are 3 levels of attestation that can be applied to a call:
The new TRACED Law (STIR/SHAKEN technology implementation) took effect on June 30, 2021. There will be no immediate change in how calls will be processed, as there continue to be extended implementations industry-wide. Changes to handling calls based on STIR/SHAKEN attestation information will be phased in over different timeframes for each US telecommunications provider.
Please note:
What does this mean for my business right now?
Your CallTower services will not change at all. There are no feature changes and no action on your side is needed.
Please contact your Customer Success Manager with any questions at accountmanagement@calltower.com.
March 8, 2021
We are ending support for Microsoft Teams on the Poly Trio 8500/8800. Refer to the timing outlined below to understand the timing and impact for your organisation.
How this will affect your organisation:
You are receiving this message because our reporting indicates one or more users in your organisation are using the Poly Trio 8800/8500.
What you need to do to prepare:
Instead of using Poly Trio 8800/8500 for your conference needs, we recommend the Poly Trio C60. Go to Microsoft Teams enabled devices to see the complete list of our Teams certified devices.
January 16, 2021
In the early morning hours of Saturday, January 16th, 2021 (ET), we will release software updates to the GlobalMeet Webcast platform. While GlobalMeet works on the system, including the administrative tool and events, may be inaccessible for a few hours. This regularly scheduled release is being done to provide improved functionality and to ensure that we continue to provide you with the best service possible.
Important Notes Regarding Browser Support:
As of Dec. 31st. 2020, GlobalMeet will no longer support Windows7 users on Internet Explorer (IE) 11: IE11 on Windows7 does not support the Media Source Extensions necessary for modern HTML5 (HLS) streaming delivery. With the end of Adobe Flash Player support on Dec. 31st. 2020, GlobalMeet can no longer support a work around using Flash player. More info can be found here: https://www.adobe.com/products/flashplayer/end-of-life.html
Please note, Internet Explorer 11 on Windows 10 systems will continue to be supported for viewers until August 17, 2021. “Legacy” Microsoft Edge support will end on March 9, 2021. “New” Chromium based Microsoft Edge will continue to be supported. These dates are in line with Microsoft’s end of life support for those browsers, which can be found here: https://techcommunity.microsoft.com/t5/microsoft-365-blog/microsoft-365-apps-say-farewell-to-internet-explorer-11-and/ba-p/1591666
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