Assignement introduction Secure Implementation of SIP Trunks for.pdf

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Section 1: Foundation of the Study

Background of the Problem

As technology changes and develops, opportunities for cost savings occur.

Companies find these cost savings desirable but can overlook critical steps when

implementing new technologies. In the technology niche of telephony, particular purpose

circuits known as primary rate interface (PRI) circuits were used to transport voice traffic

to the public switched telephone network (PSTN), where calls can be connected to other

this skill gap, SIP trunks are commonly vulnerable to security breaches, with over 502

reported SIP vulnerabilities to potentially be exploited (Biondi et al., 2020). To properly

secure SIP trunks, I explored the particular skill sets and strategies used by

telecommunications engineers.

Problem Statement

Implementing SIP trunks for voice over internet protocol (VoIP) communications

opens unique security vulnerabilities not encountered with traditionally used TDM

circuits (Koilada, 2019). Successful hacking attempts on VoIP systems have increased by

60%, with losses valued at over $7 billion (McInnes, Zaluska, et al., 2019). The general

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information technology (IT) problem is that organizations transitioning to SIP trunks for

voice need more critical skill sets and processes to secure network infrastructure related

to the SIP connection type properly. The specific IT problem is that some

telecommunications engineers lack the strategies to implement successful security

practices for SIP trunk security properly.

Purpose Statement

The purpose of this qualitative multiple case study was explore the strategies

Nature of the Study

Researchers use the qualitative method when the intent is to focus on human

behavior and motivations (Bleiker et al., 2019). I explored migration strategies of

telecommunications engineers who have migrated their organizations to SIP for voice

trunking with successful security postures. As such, I chose the qualitative method for

this research.

When numerical and statistical data are necessary to test a hypothesis, the

quantitative method is the appropriate method type to use in a research study (Given,

2008). As such, a quantitative study was not a suitable choice for this research. The

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mixed-method approach is best used when both qualitative and quantitative analysis are

required (DeCuir-Gunby & Schutz, 2016). As this study did not include any quantitative

analysis, the mixed-method approach was not applicable to this study.

I used a multiple case study design for this research. Researchers that use a

multiple case design investigate a circumstance in detail within a specific scope to

address a specific research question (Bleiker et al., 2019). For this study, I interviewed

telecommunications engineers that have securely implemented SIP trunks. As the

encountered and decisions made to understand behavior (Hamel et al., 1993). As this

research focused on the skillsets and knowledge of telecommunications engineers to

understand requirements to implement effective security practices, narrative design was

not applicable.

Research Question

What are the strategies that telecommunications engineers utilize to properly

implement successful security practices for SIP trunk security?

Interview/Survey Questions

1. How long have you been a telecommunications engineer?

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2. Tell me a bit about your career history with regard to telecommunications.

3. What specific voice training and courses have you taken with your history as a

telecommunications engineer?

4. Please describe your depth of networking and IP fundamentals.

5. What part do you play with regard to voice circuit implementation at your

organization?

6. What role do you have in securing voice communications circuits and trunks?

implementation?

11. How do you monitor and verify the SIP trunk security as an ongoing operational

concern?

12. How would networking and IP fundamentals assist you in your job implementing

SIP trunks?

13. Now that your implementation is complete, what lessons learned do you have?

14. Imagine you are mentoring a telecommunications engineer about to implement

SIP trunks for his or her organization. What advice would you impart with regard

to securing the trunks?

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Theoretical or Conceptual Framework

The theoretical framework that I used to ground this study was the knowledge-

based view of the firm (KBV). The resource-based view (RBV) framework is used to

look at all resources a business possesses, knowledge being one of many; however KBV

focuses specifically on knowledge as the most valuable resource with characteristics that

distinguish it from other business resources (Grant, 1996). RBV serves as the root theory,

but the works of Jay Barney, Robert Grant, Bruce Kogut, Udo Zander, and Ikujiro

trunk implementation for voice, so a theoretical framework that focuses on knowledge

and its value in relation to business success was appropriate.

Definition of Terms

Common, foundational terms are defined here to assist readers unfamiliar with

operational terminology in telephone services.

Integrated Services Digital Network (ISDN). The communications standard using

digital transmissions for telephony was introduced in 1986 as an alternative to analog

phone lines (Claxson, 2018).

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Session Border Controller (SBC). A hardware or software device used with SIP

trunks to provide security for SIP infrastructures (German, 2017).

Session Initiation Protocol (SIP). Signaling and control protocol that has become

the industry-recommended protocol for VoIP (Hsieh & Leu, 2018).

Public Switched Telephone Network (PSTN). A circuit-based network providing

global connections for phone calling worldwide (Sadiwala, 2018).

Voice over Internet Protocol (VoIP). A technology enabling voice calling using

interviews as the data collection method, I assumed that the interviewees would be

truthful in their responses. The interview questions were not personal in nature, which

may have improved the honesty of their responses.

Limitations

The credibility and validity of the research study are essential. Limitations are any

potential negative impacts on the study that are out of the researcher’s control (Munthe-

Kaas et al., 2019). As a qualitative study, research occurred in the interviewees’ natural,

unique business settings, which means this study will be challenging to replicate. This

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study was also a case study in which I focused on specific companies, meaning it may not

reflect all companies.

Delimitations

Delimitations outline the boundaries and scope of the study (Theofanidis &

Fountouki, 2018). In this study, I focused on the specific vulnerabilities implicit in the

SIP circuit connection type to the PSTN; this does not indicate that these are the only

security concerns. I also explored strategies for securing SIP trunks but did not intend to

experience and understanding of the TDM circuits, SIP trunks are distinctly different,

bringing a host of security concerns and vulnerabilities not encountered with TDM.

Telecommunications engineers without the proper skillsets and knowledge to implement

best security practices will leave their systems open for data breaches, toll fraud, and

even infiltration into the business network beyond the VoIP system. By studying the

knowledge and skill sets of telecommunications engineers who have successfully

implemented security practices, recommendations were created for telecommunications

engineers and their organizations to consider when implementing SIP trunks for VoIP.

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Implications for Social Change

of more secure voice networks. As telecommunications engineers secure the networks

they are responsible for and share knowledge with peers, the spread of hardened voice

data and the business networks using SIP trunks may occur. With more secure networks,

private and personal data about citizens will be protected, making it more difficult for bad

actors to attain personally identifiable information (PII), potentially reducing identity

reviewed sources and scholarly journal articles for the literature review were found using

Emerald Management Journals, Google Scholar, Pro Quest, and Walden University

Library. Conference papers, books, magazine articles, and websites comprise the non-

peer-reviewed sources. Keywords used to guide the research were session initiation

protocol, voice over internet protocol, voice security, telecommunications security,

session border controller, toll fraud, and security vulnerabilities, resource-based theory

of the firm, RBV, knowledge-based theory of the firm, and KVB. One hundred and thirty-

three peer-reviewed references were cited, 85% of which were published within the last 5

years.

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Table 1

Details of Literature Review Sources by Year of Publication

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3

3

3

0

0

2

0

0

0

0

0

17

30

35

23

25

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First, I chose a conceptual framework to guide the study with known structures

Second, I completed library and internet searches to establish an impact scope for

the research area. Analysis was compiled on various SIP vulnerabilities that, when

exploited, contribute to the global losses of an estimated $7 billion annually (McInnes,

Zaluska, et al., 2019). With the aim of evaluating the strategies that can be employed to

Finally, the knowledge requirements of production refer to the input of specific

knowledge to the creation of the product or service at the profit centers of the

organization (Duarte Alonso et al., 2022). This knowledge is valuable and essential to an

organization's strategic advantage in its market space (Grant, 1996). Taking the

knowledge and applying it to the production process to generate profitable and valuable

goods or services is the essence of this criterion; the actual ability to acquire value from

the knowledge.

Figure 2

Knowledge-Based View of the Firm Diagram

fundamental premise of the KBV theory diagramed. From Managing knowledge in the

context of gastronomy and culinary tourism: A knowledge-based view by Duarte Alonso

et al. (2022). Tourism Recreation Research, 47(2), 145–159. Supplemental Index.

Knowledge-Based View of the Firm – Recent Expansions

In more recent years, parallels have been drawn from KBV to current IT systems

recognized as essential enterprise business systems (Chen, J. et al., 2020; Irwin et al.,

2018). Knowledge management and talent management are now related to KBV as they

focus on keeping and gaining more knowledge through documenting current staff

knowledge. Critical strategic knowledge cannot stay within the minds of the staff

members or groups alone to continue to be a resource of an organization, making

management of knowledge pertinent to the utilization of knowledge within a firm to

create value.

Organizations can use social ties and networking to retain current knowledge and

foster the growth of new knowledge (Curado, 2006; Hamilton & Philbin, 2020). Ge &

Liu (2022) provide some data suggesting that the cost of gaining external knowledge is

much lower than investing in ground-up learning, also indicating that social ties and

networking are of value when it relates to knowledge as a resource. This highlights the

advantage (Grant, 1996). These theories grow and change as organizations morph due to

economic climate and goods or services offered evolve, observing new phenomena.

Depending on market segments and business focus, sustained market advantage can come

about in different ways as well. Natural-resource-based theory is a complementary

framework credited to Stewart Hart, distinguished by the firm’s relationship and

advantage born of relation to the natural environment around it (Hart, 1995). As different

nations and political agendas are focused on pollution and sustainment, this theory

observed the phenomenon of success and advantage with those factors impacting a

business or market segment (Caputo et al., 2019).

Behavioral theory of the firm (BTF) would be an example of a competing theory

of the firm. BTF’s foundation is in organizational behaviors that a firm exhibits when

entering a new market space to gain a strategic advantage. This theory posits that

advantage is not gained through the unique formula of various resources a firm has, as

RBV and KBV suggest, but the behaviors of the individuals, teams, and the whole of the

business that make successful and sustainable market advantages (Greve & Zhang, 2022).

An interesting expansion on BTF is the Theory on Firm Risk Taking, which specifically

of the Firm, presented first at a conference in 2011, focuses on the changes information

technology has on businesses and the impact they have on the market advantage and

strategic value of a firm (G. Costello et al., 2011; G. J. Costello, 2018).

Knowledge as Strategy

RBV generally cites three categories of resources for firm advantage: physical

capital resources, human capital resources, and organizational capital resources (Pereira

& Bamel, 2021). Considering these categories, the resources must also meet the criteria

organized (Chen, J. et al., 2020). The knowledge staff members have and contribute to an

organization can be included within the human capital resources category; however, RBV

resource. KBV adds knowledge-based resources to the listing of resource categories for

firm advantage, along with the qualifications that the knowledge should have

transferability, capacity for aggregation, and appropriability (Duarte Alonso et al., 2022;

Park et al., 2020; Pereira & Bamel, 2021). While there are many ways to look at

companies from a value perspective as theoretical frameworks for academic research,

considering minimizing losses and the knowledge required to maintain that advantage,

KBV was again confirmed as an appropriate theoretical framework for this study.

Knowledge and Organizational Learning

A relationship between knowledge and learning plays a part in an organization’s

ability to create, maintain, and grow organizational knowledge. This study, in particular,

posited that there is a gap in knowledge and strategy employed by telecommunications

engineers when transitioning their organizations from TDM circuits to the newer SIP

technology that directly correlates to the exploitation of SIP vulnerabilities equating to

billions in global losses per year (Koilada, 2019; McInnes, Zaluska, et al., 2019). To

deeper understand how this circumstance is created, in addition to the RBV and KBV

theories, we can also use the Organizational Learning Theory (OLT), as learning and

Learning Theory focuses on the process of individual knowledge as it becomes

organizational knowledge (Abdi et al., 2018). This is relevant to firms as a competitive

advantage, technological alliances, and the telecommunications industry as a whole. With

only one or two telecommunications engineers per organization, there may exist

through technological alliances, does not negatively affect a firm’s strategic advantages

(Abdi et al., 2018).

Knowledge and Innovation

With regard to the implementation of the newer SIP trunk technology, the strategies

used by the telecommunications engineers typically charged with this operational change

are mainly based on the knowledge they have or gain to complete secure implementations

successfully (Fernandes et al., 2022). These secure implementations are necessary due to

the numerous security vulnerabilities intrinsic to the SIP protocol and SIP trunks as

transport for voice communications. These vulnerabilities will be further detailed to fully

explore the risks faced by companies that have insecure SIP trunks implementations.

Not related to the Innovation Theory of the Firm framework that studies the

relationship between adopting new technology and its impact on market advantage, there

is a different but valuable relationship between innovative technologies and the

knowledge of a firm (Fernandes et al., 2022). The KBV tenant of appropriability, which

focuses on the ability to incorporate knowledge into processes to take full advantage of

assimilated into the firm's institutional knowledge.

SIP Literature and Vulnerabilities

As SIP trunks traverse the internet, there are many security vulnerabilities related

to SIP. To adequately secure these SIP trunks, engineers need to understand the

differences between the TDM and SIP connection types. TDM circuits, being sole-

purpose voice connections, were not connected to packet-switched networks, meaning the

security risk exposure was low (Sadiwala, 2018). SIP being an IP-based protocol, these

previously isolated communication channels have moved to the internet, becoming

vulnerable to attack vectors that plague internet trunks (Claxson, 2018; Sadiwala, 2018).

Annual loss figures expressed in dollars are presented to quantify losses through breaches

that use SIP as an entry point (Claxson, 2018). Claxson (2018) does not present any

technical solutions but does suggest that businesses that are more aware of the cyber risks

and train staff to be aware as well stand a better chance of protecting their data. Likewise,

Suthar and Rughani (2020) delve into the IP packet structure and specifically dissect

VoIP packets. Suthar and Rughani (2020) explore different VoIP protocols in their study:

H.323, SIP, Media Gateway Control Protocol (MGCP), and Real-time Protocol (RTP).

for remote access for employees to work, expanding the attack surface for hackers has

grown allowing for even more SIP security gaps to be exploited (de Neira et al., 2023).

The types of vulnerabilities related to SIP trunks for telecommunications are toll fraud,

denial of service attacks (including distributed denial of service attacks), caller ID

spoofing, and system administration failures. Each of these will be discussed in more

detail in the following professional literature review.

Toll Fraud

Toll fraud, also known as toll evasion, is a vulnerability that causes financial

losses to organizations not protected against the risk. With Toll Fraud, PBX systems are

hacked, and long-distance calls are made through the hacked system. The owner of the

system receives a larger than expected telephone bill due to the calls made by the hacker

(McInnes, Zaluska, et al., 2019; Mcinnes & Wills, 2021). While this vulnerability does

not cause harm to the system or the data, nor does it disrupt phone services, it comes with

high financial costs, which contribute to global annual fraud losses. Sahin et al. (2017)

presents data from 2015 showing $38.1 billion in losses from telecom service providers

due to fraud. McInnes, Zaluska, et al. (2019) cited published figures from the

type of fraud have been made (Carrillo-Mondéjar et al., 2022). Further, toll fraud is one

of the two most common types of fraud on VoIP systems (Carrillo-Mondéjar et al.,

2022). Commonly this type of vulnerability is exploited when poor security leads to

compromised extensions on the PBX and manipulates the SIP packet through tools

openly available on the internet (Volodina et al., 2018). The fraudster first sends the

register command (number 1 in the figure below) with the correct password for the

compromised extension. Once the system returns the OK command (number 2 in the

figure below), the connection is made, and the fraudster can send Invite commands to any

recipient caller of their choosing. The charges for the calls then belong to the

compromised extension for payment by the true number owner rather than the fraudster.

2020, 107 different vulnerabilities were listed for VoIP alone in the CVR database

(Biondi et al., 2020). Until telephony moved from time-division multiplexed circuits to

systems connected to the internet.

Configurations for Security

Not only does the literature discuss the types and prevalence of attack vectors for

SIP trunking for voice services, but other research studies also focus on the ways security

performance to find optimal settings. The relevance of this study is the SIP server

configurations tested. Security should not be risked for performance; a balance should be

achieved.

The device that SIP trunks connect to inside the implementing organization’s

network is called a Session Border Controller (SBC) (Praveen, 2022). These SBCs are

central to securing the SIP trunks to protect against incoming attacks (Kaul & Jain, 2019).

German (2017) posits that companies put too much reliance on this device alone to secure

the SIP trunks and omit other standard protection methods, such as anti-virus and

intrusion detection. Companies need to think of SBCs as one of many protection methods

rather than the sole point of protection.

Figure 5

SIP trunks and PRI Circuits in Telephony

corporate network to the PSTN. From SIP Trunking by Ekinops, 2023,

(https://www.ekinops.com/solutions/voice-data-access/sip-trunking).

Another gap in the literature that Saidat (2019) addressed is a model created that

organizations can quickly implement. The model proposed is called the enhanced

redundant session initiation protocol model. Saidat (2019) implemented this model at an

actual SIP provider, and testing showed the model decreased session initiation protocol

attempts. Performance data of SBCs was even presented, although cost data would have

been beneficial if this model was intended to be adopted widely (Grant, 1996; Saidat,

2019).

With the growing trend of cloud-based SaaS, VoIP implementation complexities

are added when the implementation includes virtual systems (Abualhaj et al., 2019).

Kolhar et al. (2018) explore performance testing for VoIP infrastructures on virtual

case study nature of this study. The study was presented as a qualitative multiple case

study consisting of participants in the United States who have successfully completed SIP

trunk implementations for their corporate voice networks. The research question was

defined as what are the strategies that telecommunications engineers utilize to properly

implement successful security practices for SIP trunk security? Through the literature

review, both the foundational theoretical framework used and the technology basis for the

research question are discussed at a deep level, formed the platform for this study.

Section 2 follows and defines the qualitative study mechanics and components,

such as the role of the researcher, the participants, the research method, the research

design, and the sampling. Important to any study involving human subjects, the ethics of

the study will be discussed. Details of data collection for the study are outlined, including

the study instrument and data collection methods and techniques. Through the data

collection, an analysis must be completed, so the methods of analysis are outlined with an

intentional focus on the reliability and validity of the data, analysis, and therefore, the

results.

Section 3 presents the study findings, with themes that emerged and how they

Section 2: The Project

This section of this doctoral study includes details of the role of the researcher and

the participant pool.

Purpose Statement

The purpose of this qualitative multiple case study was to explore the strategies

telecommunications engineers utilize to implement successful security practices for SIP

trunk security. The targeted population consisted of telecommunications engineers in the

instrument (Fusch & Ness, 2015). As such, I was the primary instrument for data

collection in this study. The researcher has several tasks related to interview preparation

and completion: (a) locate and recruit interview subjects, (b) motivate subjects to fully

engage in the interview, (c) address any subjects’ concerns or confusion, (d) monitor

responses for quality, and (e) manage the interview process to be a positive experience

(Trochim et al., 2016).

However, in order to ensure an impartial study, it was important to clarify my

own experiences with the research topic. I am a telecommunications engineer by

profession and have 14 years of work experience. More specifically, I have managed and

operated TDM circuits and have transitioned to SIP trunks for my current employer.

Educated in the traditional technologies for voice communications, there were several

aspects of the SIP connection type that were foreign to me as they are based on

networking principles that are not included in traditional telecommunications training.

My own knowledge gaps through the transition process highlighted areas of need for my

industry. Scholarly research further revealed that this research area has been unexplored.

My intention was to use peers in my industry as my research participants with the goal of

behavioral research using humans as research participants (Trochim et al., 2016). Three

principles were outlined in the study for future researchers to bear in mind: Respect for

persons, beneficence, and justice (Brothers et al., 2019). I adhered to these principles in

my research. Respect for persons speaks to minimizing my research’s impact on the

subjects’ lives. While I did not use any vulnerable groups such as minors, prisoners, or

individuals with mental or physical disabilities, it was still important to do this

assessment for any human-focused research. The participants provided their own consent

to be participants and not be coerced in any real or perceived way (see Earl, 2020).

Another area of concern for qualitative studies is bias. Researchers must do their

utmost to identify their personal biases and mitigate them as much as possible in their

data collection and analysis (Yin, 2018). I have seen secure and insecure SIP

implementations. I know what knowledge I do and do not have that prepared me for the

transition from PRI circuits to SIP trunks in my professional experience. Fusch and Ness

(2015) stated that the danger of new researchers is that they are not aware of their

personal lens and bias. As the data collection instrument, being aware of my potential

With my professional history with the subject matter, my own biases, and the

ethical considerations in mind, I devised an interview protocol to conduct the interviews

for data collection in a method to gain the most information pertaining to my research

matter. Interview protocols are used by researchers to navigate the interviews with pre-

drafted scripts to open and close the interviews, a refined list of open-ended questions,

prompts to gain further information when necessary, and a process to refine the interview

protocol (Creswell & Poth, 2018). Interview protocols are useful in creating a consistent

environment across participant interviews, including the recording and note-taking for

later analysis of the interviews (Jacob & Furgerson, 2015).

Participants

For the participant pool, three qualifications must be met. I sought participants

who were (a) professionals in the telecommunications field, (b) who had completed a SIP

trunk migration or implementation will be sought out, and (c) who worked now or had

worked for companies based in the United States. This aligned with the research question

by exploring the strategies they employed for a secure SIP implementation. After that

broad pool of participants was identified, I eliminated subjects that were not eligible,

come from all over the world. Social media campaigns are common in these large studies,

as well as social networks, to gain access to relevant participant pools for volunteers (Ali

et al., 2020). These enable researchers to cast a wider net than the potential pools that are

readily available to them through their personal and professional connections (Sauter et

al., 2020). However, this study was narrower and more particular, requiring a more

targeted approach to find participants. Also, due to the limited amount of time for the

study, I needed to focus on access to participant pools more available to me through my

personal and professional networks. In order to gain access to potential participants, I

leveraged professional relationships and partnerships held by my current employer. Being

an insider to the culture or groups a researcher is studying can be advantageous, bringing

benefits such as access, comfortability with participants, and more transparency in

interview answers (Creswell & Poth, 2018; Holmes & Gary, 2020). The organization I

am employed by belongs to two larger groups of companies for peer networking. One is

called University Affiliated Research Centers (UARC), and the other is Federally Funded

Research Development Centers (FFRDC). Through these two group affiliations, I could

connect to telecommunications engineers in similar positions to mine. Working

Research Method and Design

The purpose of this study was to examine the strategies used by

telecommunications engineers to securely implement SIP trunks for voice services. To

accomplish this purpose, I collected data and presented credible and valid findings to

address the research question devised for the purpose of the study (see Johnson et al.,

2020). To structure the study, an appropriate research method and design were chosen

that best aligned with my goal.

Method

Trochim et al. (2016) defined research as a contribution to general understanding

by conducting investigations that follow an empirical and systematic structure (p. 5). To

adhere to the empirical nature of research, methodologies were created to guide and

understand how research is completed based on the intention of the research study.

Research methodology refers to the way the researcher intends to examine the subject

matter (Vaughn & Jacquez, 2020). This includes how the data sources chosen will be

causality (Mehrad & Zangeneh, 2019). This study was an exploration of human behaviors

and knowledge application rather than data that could be quantified or variable

relationships, and therefore, I rejected the quantitative method.

Mixed-method is a combination of qualitative and quantitative are required to

fully answer the research question, or when combinations of qualitative and quantitative

data collection methods are used (Mikalef et al., 2018). In mixed-method studies, the

qualitative and quantitative designs can be applied sequentially or in combination in an

attempt to gain a better understanding of the topic than one design alone could provide

(Trochim et al., 2016). For instance, surveys as a data collection method requiring

the informed consent, an informed consent form was used, signed by both the participant

and the researcher, and copies are provided to both for their records. As an alternative to

paper consent forms, consent could also be given via email.

The informed consent form included the nature of the research topic and the

criteria they meet to participate. Further, it included time estimates and the type of

activities they would participate in if they volunteered. It is important to clarify exactly

what the researcher is asking from the participant in order for their consent to be

will be treated ethically, this study was submitted for an ethics review through Walden

University’s Institutional Review Board (IRB) process. The independent board reviews

the relative data sources (including participants) to ensure proper documentation and

standards are met in relation to ethical research (Lynch et al., 2022; Zimmerman et al.,

2022). The IRB approved this study, and the assigned approval number provided was 12-

04-23-1009720. This IRB approval number was added to the Informed Consent Form and

provided to the participants as validation.

Participants also have the right to data and identification protection (Brothers et

al., 2019; Earl, 2020). The informed consent form notes that the participant’s identity will

be separated from all data used in the study using a coded key, stored securely, and will

be destroyed after the 5-year mandatory retention period. This was accomplished by

removing all personal identification data from the data collected and replaced by a

participant ID number. The key correlating the participant ID number to the individual

participant was stored separately in a password-protected file. Participants also have the

right to rescind their consent for any reason at any point during the study by emailing me

or calling me at the contact information provided on the informed consent form (see

beginning of the pandemic that required no compensation (“Incentives for Online

Surveys Boost Research Participation, but Fraud Remains a Concern,” 2022). This is

understanding and fighting the virus. As the pandemic subsided, researchers witnessed

volunteers for studies on COVID-19 research dwindle. Compensations were used and

effective to attract general population volunteers (“Incentives for Online Surveys Boost

Research Participation, but Fraud Remains a Concern,” 2022). Other research suggests

that compensation is not as effective as researchers might assume. In a study to test the

effectiveness of compensation in a smoking cessation study, the participation population

was divided into three groups and provided $0, $200, and $500 to test the hypothesis

(Halpern et al., 2021). The study's results showed very little variance in the consent

gained, regardless of the compensation level offered. For this particular study, as it was

not a random sampling study from a wide populace where participants may be more

inclined to help with a compensation offer, no compensation was offered. This

information is included on the Informed Consent Form.

Data Collection

that I minimize my effect and influence on the data collected due to the fact that in

interviews, the researcher can actually be seen as a co-creator of the data with the

participant (McGrath et al., 2019; Roberts, 2020). The researcher must take care and

practice when cultivating the environment where the data will be collected, including the

technologies used to record the data (Namey et al., 2020). Time must be invested in the

rapport and relationship with the participants so comfort and trust can be built, and this

should start to happen during the recruitment phase with participants (McGrath et al.,

2019).

I am seeking to explore the strategies used by telecommunication engineers for

secure SIP implementation. Those strategies are in the minds of those professionals who

have successfully done that work. When a researcher needs to understand the individual’s

experience with regard to the target phenomenon, interviews are the preferred method

used (McGrath et al., 2019). I used semistructured interviews as the primary means of

collecting data. As opposed to an informal interview, a semistructured interview is pre-

written open-ended questions designed to engage the participant on the research topic

interview protocol was used. An interview protocol also gives structure to the interview

questions with the target of gaining the information that pertains to the research question,

as well as how the data is collected, retained, and analyzed (Hunter, 2012; Roberts,

2020). A well-defined interview protocol can also increase the reliability of the study and

the data collected (Yin, 2018). Reliability refers to the appropriateness of the methods

used for data collection, analysis, and integrity of the study results (Braun & Clarke,

2021; Coleman & Ed, 2022). The interviews were conducted via the online meeting

platform Zoom, where the interviews were recorded and transcription was done. The

recording of the interviews adds to the validity of the study by retaining the raw data for

verification (Coleman & Ed, 2022). The Informed Consent Form, in the scope of the

request of the participant, asked that participants agree to a review of the transcript for

accuracy. This additional step, to ensure that what was recorded is what the participant

intended to say, adds to the study’s validity. While some researchers state that in-person

interviews are better than virtual interviews for rapport building, the recording and

automatic transcription benefits save time for the researcher and participants (Keen et al.,

2022). As the researcher, I tested my interview questions and my recording and meeting

Once the participants had been contacted and provided consent to be included in

this study, I reached out to every individual to set meeting times. My primary tool was

the online meeting platform Zoom. If participants were uncomfortable or unfamiliar with

Zoom, other platforms like Webex, Google Meet, or GoTo Meeting were viable options

available to me for the ease of the participant’s interview experience, although Zoom was

chosen by all participants. Interviews in qualitative research are valuable when they

enable the researcher to elicit truthful and rich responses from participants (Keen et al.,

2022; Mirick & Wladkowski, 2019). This is accomplished best when the participants are

comfortable with and trust the researcher, and that rapport is built from initial contact to

request participation through the interviews and reviews to the conclusion of the study

(Brothers et al., 2019; Saarijärvi & Bratt, 2021). This trust is valuable not only to the

individual study but to the field of research as a whole for continued human participants

(White, 2020). Traditional data collection techniques suggest that interviews should be

conducted in person for the best results; however, video, telephone calls, emails, and chat

tools can also be used to conduct interviews (Irani, 2019; Keen et al., 2022; Novick,

2008). The skepticism of interview methods other than in-person interviews is directly

and audio as the basic functionality of the technology, mitigate other typical concerns of

lack of non-verbal cues and missing essential nuances of interview responses that may

benefit from additional questioning for details (Saarijärvi & Bratt, 2021). The additional

benefits of using online meeting platforms include time savings for both the researcher

and participants, recording for additional viewing to capture details, and transcription of

the interview being more accurate than the interviewer’s notes (Irani, 2019).

Once IRB approval of this study was obtained, a pilot test was conducted. Pilot

tests are also referred to as small-version tests or feasibility studies (Malmqvist et al.,

2019). The value of pilot studies is often overlooked in qualitative research and omitted

as a step in research studies (Shakir & Rahman, 2022). This pilot test was aimed at

testing the interview method, interview questions, and data collection techniques more so

than actual data gathering for the study. This process allowed refinement of any area of

the study methods prior to the full study and also increased my confidence as a novice

researcher. During the pilot study, member checking was also trialed. Member checking

is the process of validating the data collected by returning it to the participant to check for

accuracy (Zairul, 2021). With the combination of the transcription from the online

Upon completion of the interviews, the video recording and the audio transcript

were the digital artifacts retained, in addition to reflection journal entries, which were

digitally captured in Microsoft Word. There are no handwritten or hard copies of the

study data. One ethical guideline for studies involving human subjects is to provide

confidentiality and maintain anonymity (Farrugia, 2019; O’Sullivan et al., 2021). As

outlined in the Informed Consent Form for this study, I protected the information shared

with me by the participants by separating any identifiable information from the data used

in the study. To accomplish this, I used a coding system to assign numbers to the

participants’ interviews and transcripts so their names are separated from the data to

maintain their anonymity. An Excel spreadsheet was maintained as the code key in the

event I needed to re-contact participants on data already collected. There was no other

need to retain which participant provided which data for the study. Also, as outlined in

the Informed Consent Form, digital copies will be retained for five years and then will be

destroyed.

Data Analysis Technique

For this qualitative multiple case study, I used thematic analysis. There are six

Phenomenological Analysis (IPA). IPA focuses on life experiences and the phenomenon

of human experience (Gunawan et al., 2021; Rajasinghe, 2020). There are many types of

research studies, most using a Phenomenological design, where IPA will be very

appropriate, but for this study, Thematic analysis is the most appropriate. Thematic

analysis is the process of codifying data for themes that emerge that relate to research

questions (Braun & Clarke, 2021; Soratto et al., 2020; Williams & Moser, 2019).

I used the qualitative data analysis software Atlas.ti for my thematic analysis. All

the digital artifacts were imported into the software, which uses artificial intelligence to

find patterns and gain insights (Soratto et al., 2020). Reviewing the interview transcripts,

that fit my research question. Deductive coding flows from the research design and

framework, a top-down approach (Proudfoot, 2023). With the aid of Atlas.ti, inductive

coding also emerged, finding themes and repeated phrases that I may not have expected

or looked for. Inductive coding is the bottom-up approach, letting the data lead the

themes rather than the framework of the study and research methods (Robinson, 2022).

Together, these approaches to the thematic data analysis produced the themes that

hypothesis from multiple research angles (Dzwigol, 2020; Strijker et al., 2020). Pairing

methodologies like qualitative and quantitative can be used for method triangulation or

using multiple designs in the same method (Bans-Akutey & Tiimub, 2021). This study is

qualitative only and case study only, making method triangulation not a feasible option.

Investigator triangulation is accomplished by more than one researcher analyzing the data

independently (Stahl & King, 2020). Where both researchers or investigators come to the

same conclusion, validity is given to the study results (Hamilton, 2020; Natow, 2020).

While I conducted both member checking and pilot testing to add validity and reliability

to my study, I did not have an independent researcher to collaborate with in this study, so

investigator triangulation was not a valid option. The third triangulation method is theory

triangulation (Carter et al., 2014; Tungka, 2016). With this method, researchers apply

more than one theory (research question or hypothesis) to their research to examine the

research findings from potential other theories or explanations of the data (Nha, 2021).

Theory triangulation was not appropriate for this study, as I used a single research

question. Data triangulation uses multiple sources of data to achieve rich and varied

information about the phenomenon being studied (Carter et al., 2014; Lemon & Hayes,

Reliability

A research study is worthless if it is not trustworthy and reliable (McGinley et al.,

2021). Researchers must spend time ensuring in every way possible that their research

and analysis meet reliability and validity standards (Coleman & Ed, 2022; Peterson,

2019; Rose & Johnson, 2020). These are measured through every stage of the study on

four criteria: dependability, credibility, transferability, and confirmability. Dependability

specifically refers to the consistency of the instrument used and the study itself, meaning

other researchers performing the same study would come to similar conclusions (Hunter,

2012; Janis, 2022). Dependability in this study was verified throughout the study by

beneficial. Conversely, Participant 4 (P4) outlined several IP trainings and formal courses

that benefitted the SIP implementation process. Both participants were successful in their

implementations, but both highlighted the specific need for IP networking fundamental

knowledge. Participant 1 (P1) had no formal training or voice education at all but solely

learned on the job.

With or without formal training, the voice engineers interviewed recognized the

importance of IP and networking knowledge for their implementations and sought the

IP and networking fundamentals are pivotal pieces of the strategy for a successful

SIP implementation, as shown by this theme. This essential knowledge that an

organization has to have ties to the conceptual framework of this study, KBV. This

framework puts forth that knowledge stands on its own as an important intangible

resource for the success of a company (Chung, 2022). Without the required formal or

informal education, all the participants agreed that the security of the SIP implementation

would be at risk.

KBV suggests that a firm’s competitive advantage comes from the ability to

create, integrate, and apply knowledge (Ge & Liu, 2022; Malik et al., 2022). The

education staff members seek, either formal or informal, is that knowledge creation. The

knowledge created by the training, education, and experience of these

telecommunications have assisted the firm in maintaining a competitive advantage

through secure SIP implementation by minimizing losses and data breaches. This

knowledge created will continue to benefit the organization through vulnerability

monitoring and mitigating through the life of the SIP trunks.

Additionally, participants spoke of trusted knowledgeable peers that they used to

Another theme that emerged from the interviews as a factor in secure SIP

implementations is resources and support. While the telecommunications engineers are

critical point people in the implementations, the interviews revealed they were not

performed alone in a silo. Other resources identified were peers, vendors, documentation,

and third-party implementors. The self-awareness of the skills required, willingness to

admit assistance was needed, and access to additional resources was shown to be

important in these implementation cases.

Table 3

Frequency of Second Major Theme

All participants spoke of the relationship with the SIP circuit vendor as an

important factor in their implementation’s success. This outside contractor was used as an

advisor, a configuration partner, and as a source for best practices. Some vendors also

provided supporting documentation to assist in the configuration of the customer-side

equipment. P2, P3, and P5 mentioned specifically that the vendor chosen is of particular

importance with regard to successful secure implementation.

In addition to knowledge and skills discussed in the previous theme, participants

Documentation was also mentioned several times by participants as a necessary

resource. SIP circuit vendors provided some documentation, as well as the manufacturers

of the equipment specific to SIP implementations. Session Border Controllers especially

need a secure configuration as they act as both a firewall and a call session connection

and monitor. The documentation provided to the participants was detailed, informative,

and helpful to the participants. The documentation participants had from their

implementations was shared with me as further references for the case studies. These

documents included configuration guides from Cisco, Avaya, and Oracle, networking

diagrams from their SIP circuit vendors, and best practice guides.

organization (Barba-Aragón & Jiménez-Jiménez, 2023). This aligns with the theme of

resources and support.

External sources, the extent to the knowledge they share, and a firm’s ability to

integration (Saarenketo et al., 2004). The vendors of the SIP trunks are experts, and

internalizing the information they can share is of specific value to telecommunications

professionals migrating to SIP trunks. The participants of this study gave examples of the

beneficial knowledge these vendors relayed to them that assisted in the secure

implementation. That knowledge can now be shared for further implementations at other

organizations or shared with industry peers for extended benefits.

Documentation is another source of knowledge to be acquired and integrated into

institutional knowledge. The documents shared during the interviews were reference

materials of significance, part of the strategies used for successful secure implementation.

These artifacts are the initial steps of personalized documentation for knowledge

management. The ability to create and store knowledge as a resource for an organization

trunks culminate in the configuration and monitoring of the equipment that enables those

trunks.

Table 4

Frequency of Third Major Theme

P4 spoke at length of the importance of networking fundamentals to assist with

the proper configuration of the internal voice network itself, in addition to the

configuration of the SIP trunk specific equipment. Isolating the networks, the voice

traffic from the data traffic, is a strategy used to segment IP traffic and minimize any

losses should the voice network be breached. P2 also spoke of the importance of a voice

subnet in the context of securing voice communications. As networking and subnetting

engineers are only responsible for their side of the SIP circuit connection and service, this

ties in with Theme 2 through the use of external vendors. Additionally, security and

stability are brought about by redundant circuits and diverse paths. P2 shared networking

diagrams and spoke about the whole service configuration from the PSTN to the vendor

through the SIP trunks to his equipment. The vendor’s standard practices were applied to

provide the specific configurations used.

Once the configuration is completed successfully, it is important to continue to

monitor the traffic and equipment to keep them secure. P1 discussed their vulnerability

scanning, continually looking for reported vulnerabilities that are present in their voice

system. This practice is common for IP networks; P3 explained and expanded into the

types of packet inspection his organization does. P3 also talked about using a tool called

Splunk for capturing and sifting through various equipment logs as another monitoring

tactic to ensure the security of the SIP implementation. It is important to watch the SIP

trunks to ensure they are not being exploited by bad actors.

The strategies employed in the theme of secure configuration are still knowledge-

based, linking back to the framework of this study. Knowledge acquisition comes in

held in individuals and difficult to articulate (Gubbins & Dooley, 2021).

Telecommunications engineers, through the process of implementing SIP trunks,

have the opportunity to gain explicit knowledge if they are knowledge seekers.

Knowledge seeking is the process by which individuals decide to attempt to gain

knowledge through interactions with others (Caputo et al., 2019; Gubbins & Dooley,

2021). As the themes have highlighted, being a knowledge seeker was a critical success

factor across all the strategies employed. Seeking knowledge from networking

professionals and vendors provided the best chance for secure configurations. Without

the knowledge-seeking shown by the participants, important details could be overlooked

in the configurations.

The final theme aspect is common practices of networking and cybersecurity

teams that telecommunications engineers are not typically familiar with, in the form of

monitoring network traffic and equipment logs. This, again, is knowledge-seeking and

knowledge-sharing behaviors that improve the knowledge of the organization

(Zámborský et al., 2023). Organizations that support and engage in these types of

3 themes of valuable focus areas that organizations can use to improve their

telecommunications engineers' skillsets and knowledge. Organizations can ensure that

training classes and network fundamentals are available for staff to upskill their abilities.

Organizations can also create a culture of information sharing between teams and

departments, so telecommunications engineers are inclined to leverage their work peers

in teamwork towards secure implementations, like the cyber team and networking team.

Resources should also be encouraged within organizations. The ability to admit a gap in

knowledge should not be met with fear or discouragement but a sharing of knowledge the

institution has for the good of the project. Organizations can self-assess their corporate

culture to ensure the environment supports cross-team collaboration.

The specific IT problem is that some telecommunications engineers lack the

strategies to implement successful security practices for SIP trunk security properly. With

the present impact of exploitations of SIP trunks for voice communications in both data

risk and financial losses, it is important to educate the industry on properly securing these

trunks. While this study will not be of particular use to the companies whose

Implications for Social Change

that there can be positive social changes as a benefit of the work. An implication for

positive social change may include more companies taking advantage of the benefits of

SIP trunks for voice communications due to their increased confidence in making the

transition. With more companies utilizing the newer technology, vendors can reduce their

footprint by removing the legacy services. Less footprint means less power, cooling, and

space which has environmental impacts.

voice networks. With the themes for successful implementations shown in this study,

telecommunications engineers will better secure the networks they are responsible for

and share their knowledge with peers. This will reduce toll fraud and other vulnerability

exploits, resulting in less financial losses for companies. More secure networks will also

result in better data protection. This means that private and personal data about citizens

will be protected, making it more difficult for bad actors to attain identity and financial

telecommunication engineers is reduced significantly with the adoption of SIP trunks for

voice communications. Education in the voice technology field should be modified to

reflect that.

Another recommendation for organizations would be to cross-train their

networking teams with their voice teams. This would enable both teams to be familiar

scope of knowledge pools so they can evaluate the implementation plan for the SIP

trunks. The networking team can become familiar with the specific IP needs for a voice

network, and the voice team can become more exposed to networking and network

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