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VoIP In India

Estimated reading time: 2 min

VoIP in India has been a point of discussion for a long time now. We will try to answer what is allowed and what’s not.

Since the introduction of digital communications, PSTN(Public Switched Telephone Network) has been the primary technology used for voice communications worldwide. For years, the internet was mainly used for data services. With the increase in internet penetration and broadband speeds, voice communication has also become possible on the internet.

In India, VoIP calling apps like Whatsapp, Skype, Ringo(P2P) have become popular and are giving a tough competition to traditional PSTN based voice technologies. VoIP has many advantages over PSTN calls and hence is becoming the preferred mode for business calling or for running call centers.

  • Cost-effective- Cheaper, compared to the normal PSTN voice calls
  • Data service – As VoIP is available in a digital form, operators can provide many complimentary services

VoIP has it’s own set of limitations, mainly related to security, quality of service and management.

In India, the Internet service providers (ISPs) are not allowed to have interconnection with PSTN/PLMN networks TRAI Guidelines, which means IP based VoIP calls cannot be mixed with PSTN call i.e traditional landline and mobile calls.

According, to the TRAI regulation, following services are allowed-

  • VoIP to VoIP calls (India)- Calls starts on a VoIP device and terminates on a VoIP enabled device. Ex- skype to skype calls
  • Inbound international VoIP calls – As international calls do not come under the purview of TRAI, international inbound calls terminating in VoIP devices in India are permitted. You can start a VoIP based International inbound call center in India
  • International outbound calls – As international VoIP outbound calls that originate in India are legal, one can start a VoIP based International outbound call centers in India

What is not permitted in India?

  • Calls from a traditional landline/mobile to a VoIP device in India – As intermixing of VoIP and PSTN call is not permitted, this is not legal in India
  • Calls from a VoIP device to traditional landline/mobile in India – It is also called as VoIP dial out and is not permitted in India.

If you want to start VoIP based domestic call center for calling PSTN phones, as per TRAI guideline, this is not permitted in India.

The VoIP telephony is in an evolving stage in India and TRAI is keeping a keen watch in this area. In the coming months, we can expect changes in regulations for better telecommunication services in India.

Ozonetel pure cloud model is completely built around PSTN, there is no VoIP involved.


Ozonetel’s Hybrid solution allows businesses to take advantage of VoIP while working within the regulations. Ozonetel installs the gateway at customer premises connected to the LAN (no internet route), that converts the calls to VoIP and connects to the agent phones. Only the reporting is external, linked with the cloud architecture. All the benefits of a cloud call center solution are available within the premise itself. 

If you are looking to set up a call center or any other telephony service, just signup with us and get a free trial.

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