Summary: Talkdesk has been migrating from our legacy to the newer Session Border Controllers (SBCs, devices that provide telephony services) and we are reaching the final stages of the migration. The legacy SBCs will be deprecated by August 27, 2025, and we are contacting all remaining customers with BYOC SIP trunks to ensure migration to the newer SBCs is completed well ahead of the cut-off date.
Impacted customers: Customers with legacy BYOC SIP trunks. An email will be sent to the Admins of the impacted accounts.
Why is this change being made?
Talkdesk is upgrading the SBC infrastructure to provide a more resilient, scalable, and reliable experience to our customers. We have been implementing this change over time to ensure continuity of services, and have already successfully migrated the majority of the affected customers.
Time and Duration
- From now until August 26, 2025: Due to the nature of the change, and the requirement for configuration changes and testing, the duration and exact timelines will be agreed upon with each of our customers individually.
- August 27, 2025: the legacy SBCs will be deprecated and will no longer support SIP trunks and voice services.
Impact
Customers will be required to create a new BYOC SIP trunk and switch their calls from the old trunk to the new trunk. This will require the customer and Talkdesk to work with the SIP trunk vendor or carrier. This change may represent a minimal period of downtime (in most cases, less than 5 minutes). Most customers are able to complete the change outside of working hours and/or migrate numbers gradually during the change.
Some customers may have originally engaged third parties to provide SIP trunk configuration services. If this is the case, the customer will again need to request these services.
Action Required: Migration Process
- Customers must respond to the email sent to them confirming their intent to migrate and provide the appropriate contact person on their side for our Engineering team to work with. Once we have this information, our Engineering team will respond with further details to move to the next steps.
- Customers will work with their SIP trunk BYOC carrier to finalize the changes and determine a timeline. Talkdesk’s Engineering team can engage in these conversations as required.
- The customer’s carrier and Talkdesk Engineering team will complete the configuration changes and test the new SIP trunk. This can be done in parallel with the existing SIP trunk.
- The carrier will switch the phone numbers to the new SIP trunk and all parties will test to ensure calls are routing as expected. Once the change is completed, there will be no impact or change to the services.
If you have any questions or concerns, please contact your Customer Success Manager or the Customer Care team via the Talkdesk Support Portal.