Voice Logger – Data & Call Records Management – DoT / OSP Compliance for Call Center & BPO in India

🟣 Domestic 🟢 International 🟡 MNC

WhatsApp @ WA.me/918779696580

DM📱 instagr.am/ospcompliance

Ozg legal compliance reporting can help OSPs clearly define, assess, and communicate their approach and control environment to their clients. Since the circumstances around each OSP relationship are unique, a leading OSP process leverages a tailored reporting approach that uses multiple reporting methods. By taking the necessary steps to identify the need for our assurance reporting and the appropriate reporting type, the OSP (and the associated users) can determine whether their risk and compliance needs are addressed.

Voice Logger – Ozgtech

Ozg Team conducts the following independent assessments of an organization’s tech infrastructure to establish if existing controls/processes meet management objectives and to demonstrate controls to customers and their auditors through reporting and integrated requirements.

📌 01. Telecom Compliance Advisory Services.

📌 02. Enterprise Voice & Unified Communications Design Review – Voice, Data & Network.

📌 03. Cloud and Foreign EPABX.

📌 04. Data Privacy Regulations.

📌 05. Telecom Compliance Solution Recommendations.

📌 06. OSP Intimation Services.

📌 07. Work from Home (WFH).

📌 08. Regulatory Updates.

📌 09. CRM Audit Services.

📌 10. Telecom Service Provider – Audit Services.

📌 11. DoT Audit Support Services.

📌 12. WPC compliance.

OSP Advisory Team

Website: ospcompliance.com

24/7 Support 📲 8779696580


Get OSP Compliance subscription for your BPO or Call Center to avoid any incidental risk or legal trouble.


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OSP Registration is Not Required Anymore for Call Centers & BPOs


OSP registration certificate is no more required for Domestic or International Call Centers / BPOs and Work form Home setup as per the new guidelines issued by DoT issued on 05 Nov 2020. 

As per new guidelines, only voice-based process will fall under purview of OSP. It also calls off any requirement of Bank Guarantee for infrastructure sharing. 


Some of the key highlights include:

📌 Any international or domestic outsourcing operations not using voice is not covered under the purview of OSP.

📌 Outsourced operation Domestic or International using voice only will be regulated as per the DoT norms for toll violation, data privacy,  traceability and all other OSP compliance.

📌 Security condition for the OSP operations remain the same as in the earlier regulations which calls for maintaining logs, CDRs of the EPABX system and making your infrastructure available for scrutiny if requested by the DoT official or any law enforcement agencies incl. police.

📌 Work from Home (WFH) and Work from Anywhere (WFA) setups should have the tamper proof system logs and CDRs/UDRs must be stored for one year.


           OSP Compliance Advisory

Work from Home License & OSP Registration - COVID19: Corona Virus Notification by DoT


Circular no. 18-5/2015-CS-1(Pt.) issued by DoT on 13/March/2020.

In the context of Corona Virus Disease, DoT has decided to grant the following relaxation for a period up to 30/April/2020 in the terms and conditions for OSPs issued vide letter no. 18-5/2009-CS-1 dated 7/Oct/2011 in respect to Work from Home (WFH) facility.

 1. The requirement of security deposit and agreement for work from home facility for OSPs is exempted.

 2. The requirement of authorized service providers provisioned secured  VPN is exempted. During this period, the OSPs are permitted to use secured VPN configured using 'Static IP' address by themselves for interaction between home agent position and OSP center with pre-defined locations. In this regard, the agents at home shall be treated as Extended Agent Position of OSP.

Https://wa.me/918779696580

 3. The requirement of seeking prior permission for work from home facility is exempted. The OSPs are now required to provide prior intimation to the respective LSA field units of DoT before starting work from home facility. While intimating the field units, the OSPs shall submit the complete details for 'Extended Agent Positions' i.e. name, physical address and static IP address assigned thereto.  The CDRs / call logs shall be maintained by OSPs for one year as per existing guidelines.

 4. In case of violation of terms and conditions of work from home facility by any agent or employee and/or by OSP during this period, the OSP shall be subjected to a penalty up to ₹5,00000 per work from home location which is in violation. In addition to above, the OSP registration  is also liable to be cancelled.


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Work from Home License & OSP Registration - COVID19: Corona Virus Notification by DoT


Circular no. 18-5/2015-CS-1(Pt.) issued by DoT on 13/March/2020.

In the context of Corona Virus Disease, DoT has decided to grant the following relaxation for a period up to 30/April/2020 in the terms and conditions for OSPs issued vide letter no. 18-5/2009-CS-1 dated 7/Oct/2011 in respect to Work from Home (WFH) facility.

 1. The requirement of security deposit and agreement for work from home facility for OSPs is exempted.

 2. The requirement of authorized service providers provisioned secured  VPN is exempted. During this period, the OSPs are permitted to use secured VPN configured using 'Static IP' address by themselves for interaction between home agent position and OSP center with pre-defined locations. In this regard, the agents at home shall be treated as Extended Agent Position of OSP.

Https://wa.me/918779696580

 3. The requirement of seeking prior permission for work from home facility is exempted. The OSPs are now required to provide prior intimation to the respective LSA field units of DoT before starting work from home facility. While intimating the field units, the OSPs shall submit the complete details for 'Extended Agent Positions' i.e. name, physical address and static IP address assigned thereto.  The CDRs / call logs shall be maintained by OSPs for one year as per existing guidelines.

 4. In case of violation of terms and conditions of work from home facility by any agent or employee and/or by OSP during this period, the OSP shall be subjected to a penalty up to ₹5,00000 per work from home location which is in violation. In addition to above, the OSP registration  is also liable to be cancelled.


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What is Hosted PBX?


Unlike a traditional PBX, or Private Branch Exchange, which requires a large investment and ongoing maintenance and training, a hosted PBX is a cloud-based PBX system accessible via an IP network. Rather than being responsible for hardware, software, training, maintenance, and more, a hosted PBX provider takes care of it all. In addition to being completely managed off-site, resulting in no IT or installation costs, a hosted PBX system also provides businesses with the ability to manage their phone systems via a user-friendly control panel. For these reasons and more, hosted PBX systems are becoming increasingly popular solutions for today’s growing small to medium-sized business owners.

Features and Benefits of Hosted PBX
If you own a business with fewer than 300 lines, hosted PBX can provide you with a multitude of features and benefits. For starters, a hosted PBX system is much less expensive than a traditional on-site system. With hosted PBX, there is no need to buy expensive hardware and software, pay for installation, and manage the system. You simply pay a monthly fee and enjoy all of the benefits of the service.

While less costly than standard on-site PBX systems, hosted PBX solutions are teeming with valuable features, such as on-hold music, call waiting, call routing, transfers, and more. Moreover, as the popularity of hosted PBX continues to grow, additional features like auto attendants, extension dialing, and ACD queues are being introduced.

A hosted PBX can also be deployed immediately. In fact, most business owners are able to have their hosted PBX setup and running in under a day. Best of all, newer and more flexible hosted PBX applications are being deployed as well. Adding these applications and features can typically be done with a simple download or click of the mouse.

The ability to add new features as they roll out is just one example of the scalability of hosted PBX. Additional lines, phones, and even an entire new department can effortlessly be added, which would be much more complex with a traditional on-site PBX.


When you opt for a hosted PBX and outsource all the techie stuff, you will find your stress levels lowering as well. With a hosted PBX, a mountain of responsibility will be taken off your shoulders, allowing you to focus your attention on more important matters, like improving your bottom line.

Hosted PBX Tips and Considerations
Hosted PBX systems are incredibly easy to setup and utilize, but there are a few things you need to do when opting for one of these modern business phone solutions, such as:

Make Phone Number Arrangements – A temporary phone number is necessary for the porting process, but if you already have an existing number to port over, you must remain with your current provider until the number is ported to your new PBX provider. If you are getting a new number, it’s important to update others and let them know of the change through an email blast or similar means. While brief, all calls can be conveniently routed to cell phones during the transition period. Just remember, if you cancel your service with your previous carrier prior to porting your number, the number will no longer be yours to keep.

Arrange Your Dial Plan – When switching over to a hosted PBX, organizing the routing of your calls is one of the first things that must be done. In order to do so, you’ll need to define various rules for your calls, including:

  • The buttons used to activate voicemail and other features
  • The hours of operation for your desk phones
  • Setting up your directory
  • The handling of faxes
  • Sequential and simultaneous ringing
  • How off-hour calls are handled
  • Configure your emergency no. settings
  • Review Your Bill

As you can see, setting up a hosted PBX is remarkably easy. However, after doing so, you should review the bills for the first and second month to ensure you’re receiving and utilizing all of the services you’re paying for. Depending on which company you choose as your hosted PBX provider, the first month’s bill may or may not reflect activation fees, setup fees, and number porting fees. The second month’s bill should be a typical bill without added charges for the setup process. By this point, you’ll be well on your way to enjoying one of the most streamlined and hassle-free business phone systems available for small and medium-sized business owners.

Hosted PBX is a service where the call platform and PBX features are hosted at the service provider location. The business end users connect via IP to the provider for voice service.

“Hosted” means to say that the hardware and PBX is hosted at an off-site location from where the VoIP telephone service is being used. An office can have VoIP telephone service that powers their phones in the office, but their PBX could be hosted at their VoIP provider’s data center, thus the term: hosted PBX. Hosted PBX is also sometimes referred to as Hosted VoIP.

Benefits of Hosted PBX
There are many benefits to using Hosted PBX rather than a traditional phone system, or an on-premise PBX. The main benefit is cost- a Hosted PBX system costs much less to set-up than an on-premise PBX. In many cases, there are no set-up fees for a hosted PBX system. Purchasing and setting up an on-premise PBX can cost tens of thousands of dollars. Hosted PBX phone systems fall under operational expenditure rather than capital expenditure, which also makes hosted PBX service attractive to businesses. With hosted PBX service, you pay a monthly fee, and the hosted PBX service provider takes care of the rest.

Another benefit to a hosted PBX system over an on-premise PBX is that hosted PBX service providers will take care of all the set-up and installation, meaning you do not need to be a telecom or VoIP expert in order to get a hosted PBX system. A downside to a hosted PBX is you may have a little less of an ability to customize your solution to your business, but many hosted PBX service providers can achieve a deep level of customization.

VoIP Solutions | OSP Consultants | Ozg Technology

'Work from Home' Jobs (OSP) License


Nowdays to cut the cost many of IT companies and Startups registered as OSP are opting for Work from Home Jobs facilities? Find here the licensing requirement for Work from Home facilities from Dept of Telecom (DoT), India. Email or Click on Pic at below to WhatsApp us for more information. 
  

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DoT OSP License Consultant in Mumbai / Bangalore 
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Email: ask@osplicense.com


OSP License Consultants in Mumbai




  
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How to Draw Network Diagram for OSP License?


It has been observed that most of OSP applications has been rejected because of incorrect network diagram. Contact us for new or rejected cases.


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BANK GUARANTEE FORMAT FOR OSP LICENSE OF “WORK FROM HOME” FACILITY

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To

The President of India
Acting through The Telegraph Authority

In consideration of the President of India acting through the Director/ADG, TERM Cell (.......................) Department of Telecommunications (DoT), Government of India, ........................................................................ (office address) (hereinafter called the ‘Authority’) having issued Registration for Domestic/International OSP to M/s.  ………………….……….. having it’s registered office at  …………………………………………. (hereinafter called  ‘OSP’) to  establish, maintain and operate Domestic/International OSP Center and the OSP having agreed to the terms and condition of the agreement for “Work From Home” facility(hereinafter called ‘the facility’) for OSP’s Domestic/International OSP centre at …………………………... (give location address of the registered OSP centre) to be executed between Authority and OSP along with the terms and conditions of the ‘Other Service Provider category’, appended in the schedule thereto (hereinafter called the ‘Agreement’) which, inter-alia, provides for production of a Bank Guarantee to the extent of Rs 1,00,00,000/- (Rupees One Crore only) by way of security for due observance and performance of terms and conditions contained therein. We …………………….. (indicate the name and address and other particulars of the Bank) (hereinafter referred to as ‘Bank’) at the request of the OSP hereby irrevocably and unconditionally guarantee to the Authority  that the OSP shall abide by the terms and conditions as contained in the Agreement.

2.         We, the Bank, hereby undertake to pay to the Authority an amount not exceeding Rs. 1,00,00,000/- (Rupees One Crore only)against violation of the agreement and/or the terms and conditions of the ‘Other Service Provider Category’ by reasons of any failure of the OSP to  abide by any terms and conditions of the Agreement, including modifications thereof from time to time.

3.         We, the Bank, hereby further undertake to pay as surety such sum not exceeding Rs 1,00,00,000/-(Rupees One Crore only) without demur to the Authority immediately on demand that the amount claimed is due on account of failure of OSP to abide by the terms and conditions of the Agreement.

4.         WE, THE BANK , DO HEREBY DECLARE AND AGREE that the decision of the Authority as to whether OSP has failed to abide by any terms and conditions of the Agreement and as to the amount payable to the Authority by the Bank hereunder shall be final and binding on us.        

5.         WE, THE BANK, DO HEREBY DECLARE AND AGREE that the

a)         Guarantee herein contained shall remain in force and effect for a period of three years from the date hereof or till the validity of the Agreement whichever is later.     

b)     The Authority shall have the fullest liberty without our consent and without affecting in any manner this agreement or obligations hereunder to vary any of the  terms and conditions for Other Service Provider category or the terms and conditions of the Agreement or to extend time of performance of any obligations by the said OSP from time to time or to postpone for any time or from time to time any of the powers exercisable by the Authority against the said OSP and to forbear or to enforce any of the terms and conditions relating to the Other Service Provider category or the said terms and conditions of Registration  and we shall not be relieved from our liability by reason of any variation or extension being granted to the said OSP or forbearance act or omission on the part of the Authority or any indulgence by the Authority to the said OSP or to give such matter or thing whatsoever which under the law relating to sureties would but for this provision, have effect of so relieving us.

c)     Any claim which we have against the OSP shall be subject and subordinate to the prior payment and performance in full of all the obligations of us hereunder and we will not without prior written consent of the Authority exercise any legal right or remedy of any kind in respect of any such payment or performance so long as the obligations of us hereunder remains owing and outstanding.

 d)       This Guarantee will not be discharged due to the change in the constitution of the Bank or the OSP.


Dated……..day…………………         for  ….……………..……………
                                                                           (name of the Bank)

Witness :


1…………………………………….

2. …………………………………...


  
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DoT-OSP License for Call Center / BPO: Format for Bank Guarantee for Rs. 50 Lakhs

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To

The President of India
Acting through The Telegraph Authority

In consideration of the President of India acting through the DDG/Director, TERM Cell (......................), Department of Telecommunications (DoT), Government of India, ....................................................................................(office address) (hereinafter called the ‘Authority’) having issued Registrations for Domestic OSP and International OSP to M/s.  ……………….. having it’s registered office at  ……………………. (hereinafter called  ‘OSP’) to  establish, maintain and operate Domestic and International OSP Centers and the OSP having agreed to the terms and condition of ‘Other Service Provider Category’ as appended in the schedule of the agreement for sharing the common infrastructure facility (hereinafter called ‘the facility’) between OSP’s Domestic & International OSP centres at …………………... (give location address of the registered OSP centres where sharing of common infrastructure is proposed) and as per the Letter of Intent No------------------------------ dated ………… and agreement, to be executed as provided alongwith Letter of Intent, between Authority and OSP along with the terms and conditions of the ‘other service provider category’, appended in the schedule thereto (hereinafter called the ‘Agreement’) which, inter-alia, provides for production of a Bank Guarantee to the extent  of Rs 50,00,000/- (Rupees Fifty Lakhs only) by way of security for due observance and performance of terms and conditions contained therein. We …………………….. (indicate the name and address and other particulars of the Bank) (hereinafter referred to as ‘Bank’) at the request of the OSP hereby irrevocably and unconditionally guarantee to the Authority  that the OSP shall abide by the terms and conditions as contained in the Agreement.

2. We, the Bank, hereby undertake to pay to the Authority an amount not exceeding Rs 50,00,000/- (Rupees  Fifty Lakhs only) against violation of the agreement and / or the terms and conditions of the ‘Other Service Provider Category’ by reasons of any failure of the OSP to  abide by any terms and conditions of the Agreement, including modifications thereof from time to time.

       3.  We, the Bank, hereby further undertake to pay as surety such sum not exceeding Rs 50,00,000/- (Rupees Fifty Lakhs only) without demur to the Authority immediately on demand that the amount claimed is due on account of failure of OSP to abide by the terms and conditions of the Agreement.

         4. WE, THE BANK , DO HEREBY DECLARE AND AGREE that the decision of the Authority as to whether OSP has failed to abide by any terms and conditions of the Agreement and as to the amount payable to the Authority by the Bank hereunder shall be final and binding on us.        

         5. WE, THE BANK, DO HEREBY DECLARE AND AGREE that the

a)  Guarantee herein contained shall remain in force and effect for a period of three years from the date hereof or till the validity of the Agreement whichever is later.     

b)      The Authority shall have the fullest liberty without our consent and without affecting in any manner this agreement  or obligations hereunder to vary any of the  terms and conditions for Other Service Provider category or the terms and conditions of the Agreement or to extend time of performance of any obligations by the said OSP from time to time or to postpone for any time or from time to time any of the powers exercisable by the Authority against the said OSP and to forbear or to enforce any of the terms and conditions relating to the Other Service Provider category or the said terms and conditions of Registration  and we shall not be relieved from our liability by reason of any variation or extension being granted to the said OSP or forbearance act or omission on the part of the Authority or any indulgence by the Authority to the said OSP or to give such matter or thing whatsoever which under the law relating to sureties would but for this provision, have effect of so relieving us.

c)      Any claim which we have against the OSP shall be subject and subordinate to the prior payment and performance in full of all the obligations of us hereunder and we will not without prior written consent of the Authority exercise any legal right or remedy of any kind in respect of any such payment or performance so long as the obligations of us hereunder remains owing and outstanding.

 d) This Guarantee will not be discharged due to the change in the constitution of the Bank or the OSP.


Dated……………..day…………………          for  ………………………………..
                                                                                          (name of the Bank)

Witness :


1…………………………………….

2. …………………………………...


 
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OSP LICENSE - AGREEMENT FOR “WORK FROM HOME” FACILITY

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Agreement

for

"Work From Home” Facility

THIS AGREEMENT is made on the … day of ….. (month) ……. (year) by and between the President of India acting through Shri ………..................... Director/ADG, TERM Cell (...............), Department of Telecommunications (DoT), Government of India, .............................. ...................................................... (Office address) (hereinafter called the ‘Authority’ which expression shall unless repugnant to the context, include its successors and assigns) of the FIRST PARTY.
                                      And
M/s. ………………………., a company registered under the Companies Act 1956, having its registered office at ………….. acting through Shri………. Authorised signatory (hereinafter called the ‘OSP’ which expression shall unless repugnant to the context, include its successors in business, administrators, liquidators, legal representatives and permitted assigns) of the SECOND PARTY.
i)             WHEREAS the Department of Telecommunications has the authority to register OSPs, under the Executive Instruction of the President of India.
ii)       AND WHEREAS the OSP is having / proposes to set up an Domestic/International OSP Center at ……………………………  vide Registration No ……………dated ……………. as per the terms and conditions of Registration.
iii)      AND NOW WHEREAS the OSP has requested for “Work From Home” Facility.
Whereupon and in pursuance to the said request, the Authority has agreed to Register the OSP for “Work From Home” Facility (hereinafter called the ‘facility’) as per terms & conditions for Other Service provider category as described  in Schedule appended hereto.

NOW THE PARTIES HERETO AGREE AS FOLLOWS:
1.            Registration for such facility (i.e.“Work From Home” Facility) shall be valid for a period of 3 years. This may be extended for a further period of maximum 3 years after expiry. 
2.            The registration will be effective from the date of signing of this Agreement and the agreement shall remain valid till the validity of registration.
3.            OSP hereby agrees and unequivocally undertakes to fully comply with all the terms and conditions as described in schedule appended hereto and shall be binding hereinafter on the OSP.  Further, the OSP agrees:
(i)           to the exclusive use of home agents as Extended Agent Position;

(ii)          that the agents at home shall be treated as Extended Agent Position of the call centre and interconnection is permitted through authorized service Providers Provisioned (secured) VPN (PPVPN) which have pre defined locations i.e. home of the agents and OSP centre as VPN sites.  Over and above PPVPN, the OSP may use their own security mechanism like Authentication, Authorization and Accounting.  Such work from home facility shall be limited to the SSA of the OSP Centre and adjoining SSAs; and

(iii)        that the Authority shall have the right to carry out periodic/surprise inspections of such establishment.
4.            OSP shall ensure that the system logs are tamper-proof and system logs are preserved at least for six months. The Authority reserves the right to call for these system logs on demand and also inspect at site.
5.            OSP agrees to submit a security deposit in the form of a Bank Guarantee for Rs. 1 Crore (Rupees One Crore) in favour of the Department of Telecommunications for the period of such registration in the prescribed format.  
6.            For extension of registration period beyond 3 years, the OSP shall submit such request for extension alongwith extended validity period of Bank Guarantee, 60 days prior to the expiry date, failing which the registration will lapse without notice.
7.            The authority reserves the right to carry out the audit periodically or whenever desires so.
8.            The Authority shall have the right to forfeit the security deposit, in case of violation of any of the Terms & Conditions for Other Service Provider category in the Schedule appended hereto, identified to it’s satisfaction. The OSP shall be liable for any violation of the said terms & conditions by anyone including but not limited to it’s employees/home agents. The authority reserves the right to take appropriate action including cancellation of the registrations held by OSP and the company shall be debarred from taking OSP registration for 3 years from the date of cancellation of such registration.
9.            The Directors of the board of a company violating OSP terms and conditions shall be debarred for 3 years from taking OSP registration directly or indirectly.
10.         OSP agrees that any information furnished above, if proved incorrect or false will render OSP liable for any penal action or other consequences as may be prescribed in law or otherwise warranted.
IN WITNESS WHEREOF the parties hereto have caused this Agreement to be executed through their respective authorised representatives on the _________(day) __________(month), ______(year).

Signed for and on behalf of                      Signed    on  __/___/_____, on   

President of India                                      Behalf of              

                                        M/s._____________________


By                                                               By
Mr._____________________                        Mr._______________________ (Name and Designation),                                      (Name and Designation),
Director/ADG, TERM Cell ,...............          authorised signatory and holder of General Power of Attorney dated  __________, executed in accordance with the Resolution No. _________ ___________________, dated ___________ passed by the Board of Directors.
In the presence of:
Witnesses:

1. Signature
Name
Occupation.                 Address                                             Place.

2. Signature
Name
Occupation.                 Address                                             Place.




  
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