Introduction
As a cloud-based VoIP system, Aircall is designed to provide seamless, real-time communication for businesses while safeguarding sensitive customer data. However, cloud security solutions, such as Zscaler, while essential for protecting corporate networks and endpoints, can unintentionally disrupt Aircall service if not properly configured. These security systems, which inspect and filter all traffic, can introduce latency, cause connection failures, and even misidentify legitimate VoIP traffic as a threat. This can lead to poor call quality, dropped calls, authentication issues, and overall disruptions in communication, negatively affecting both the user experience and business operations.
What Happens If Aircall Is Not Excluded from Cloud Security Solutions?
-Impact on Call Quality and Increased Latency:
Cloud security solutions like Zscaler inspect all traffic to and from endpoints, which, if not properly configured, can introduce latency. Since VoIP systems like Aircall rely on real-time communication, any added delay can lead to poor call quality, dropped calls, and lag, which negatively affects the user experience.
-Disruptions in Connectivity and Service:
Security solutions that filter all traffic may inadvertently block or disrupt legitimate VoIP communications. Without exclusion rules for Aircall traffic, businesses may face call failures, registration problems, and connectivity issues. This is particularly detrimental for remote teams or customer service operations.
-Misidentification of VoIP Traffic as Malicious:
Security systems may incorrectly flag VoIP traffic as a threat. For instance, spikes in call volume or packet size could be misinterpreted as a DDoS attack, leading to throttling or blocking of legitimate VoIP communications.
-Authentication and Access Problems:
Cloud security systems enforce authentication protocols for access to services. If Aircall’s traffic is not excluded from this scrutiny, users may experience authentication issues, resulting in failed logins or trouble establishing secure connections—especially challenging for remote workers.
-Excessive Load on Security Protocols:
VoIP traffic is often encrypted, which means cloud security solutions may inadvertently overload by deep inspecting encrypted data. This can result in slower performance, false positives, and a waste of system resources that could be better allocated elsewhere.
The Importance of Proper Configuration
-Excluding VoIP Traffic from Inspection:
To optimize performance, organizations must configure their cloud security solutions to exclude real-time communication platforms like Aircall from unnecessary traffic inspections (such as deep packet inspection). This ensures robust security without compromising the efficiency and performance of critical communication tools. To help with this configuration, Aircall provides a detailed guide that contains the necessary IPs, domains, and ports used by the platform, making it easier to allow Aircall traffic without interference from security systems.
https://support.aircall.io/hc/en-gb/p/ai-support/articles/11329871933085
Cloud Security Solutions to Consider
Popular cloud security solutions to consider include:
- Zscaler
- Palo Alto Networks Prisma Access
- Cisco Umbrella
- McAfee MVISION Cloud
- Cloudflare Gateway
Note: Some Internet Service Providers (ISPs) offer cloud security solutions based on these platforms, but the services are typically provided under the ISP's domain.