Business Voice Continuity

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1 Business TRUNKS A SCALABLE, COST-EFFECTIVE SOLUTION ENABLING BETTER COMMUNICATIONS Welcome to Comcast Business Trunks. We are pleased that you have selected Comcast as your voice provider, and look forward to supporting your business communications. Included in this guide are several tools for enhancing your Business Trunks experience, including details on E911 service and added features. Comcast Business Trunks - PRI customers can access important account information online at business.comcast.com/myaccount. Login to activate your account and view concurrent call and utilization reports, channel and phone number inventory, bill and trouble tickets and helpful support information. Business Voice Continuity With our PRI service you have the option to utilize the Destination Unreachable and Call Forward Not Reachable features, which re-route incoming calls made to your trunk group to an alternate destination in the event of an outage. This feature only needs to be activated once, then is available to help ensure your business voice continuity. With our SIP service you can utilize Call Forward Not Reachable and Failover to give your business the reassurance you will not miss a call due to an outage. Contact Business Technical Support at to activate this feature. ADDITIONAL BUSINESS TRUNKS SIP FEATURES Comcast Business Trunks SIP users have the following additional features and functionality to ensure optimal call management. All of these features can be ordered with your initial order, or added as a change order. To request a feature, please contact Business Technical Support at CB_TRUNKS_BRO_Rev_1014.indd 1

2 Failover or Overflow capabilities allow incoming calls to failover or overflow to a different SIP trunk group at another location if the original destination trunk group is out of service or busy. Load balancing allows you to determine the per concurrent call session split by percentage on a trunk group. You can set up to 5 trunk groups to split the traffic, such as 50% calls to host trunk group and 50% calls to remote trunk group. Bursty capabilities allow you to opt into up to 20% additional capacity as a temporary solution to uneven capacity needs. This feature cannot be combined with overflow or load balancing. Toll Free Service Toll Free service can help you expand your business by enabling your customers to place orders via a Toll Free number. Many customers include their Toll Free numbers on their website, as it makes them easier to contact. A Comcast Business Toll Free line for your company is as fast and easy as a toll free call to Business Technical Support at Bundled Minutes As part of your Business Trunks service, you receive unlimited inbound and local calling including intralata calling. In addition, 200 minutes per channel (PRI) or per concurrent call session (SIP) is included for outbound domestic long distance* and for inbound toll-free calling. Any calls above the bundled minute block are rated at competitive domestic and international rates. To learn more visit business.comcast. com/ild. *Domestic Long Distance includes non-local calls to 50 United States, D.C., Puerto Rico, U.S. Virgin Islands, Guam, Saipan, N. Mariana Islands and American Samoa. E911 SERVICE FOR BUSINESS TRUNKS We want to make you aware of a few important characteristics of the Service and your related responsibilities. E911 Service, Private Branch Exchange and Direct Inward Dial Service Many jurisdictions require businesses using multi-line telephone systems to program their systems to transmit specific location information for 911 calls. Comcast offers the following two options to help you meet these requirements: We send to the ALI database or Subscriber Location Database (SLDB) the main billing telephone number and the main address provided by your company; or You may choose to sign up for up to 250 Emergency Location Information Numbers (ELINs) that you could assign to zones within your premises that would be separately identified to the E911 call taker. The location information, such as a specific floor, side of a building, or other identifying information, could assist emergency responders to more quickly reach the appropriate location. You are solely responsible for programming your PBX system to map each station to one of these numbers, and for updating the system as necessary to reflect moves or additions of stations within the premises. Comcast will send the assigned ELINs to the ALI or SLDB database, as appropriate. Your business bears sole responsibility to ensure that it identifies and complies with all such requirements. In any event, if you do not maintain E911 records in a timely and accurate manner, the E911 call taker may not receive proper location information, and emergency responders may be delayed or even prevented from timely reaching the caller s location. Battery Backup FOR BUSINESS TRUNKS The Integrated Access Device (IAD) or Enterprise Service Gateway (ESG) provided by Comcast is not equipped with battery backup. It is your responsibility to ensure adequate back-up power is provided to ensure service continuity during a power outage, as employees would otherwise be unable to use the Trunk services, including dialing 911, when power is unavailable. Call Detail Records (CDR) Access your Call Detail Records (CDR) on a monthly basis to view some call details such as call to, call duration and time of day. CDR can be used in multiple ways, such as call details for customer billing, call analysis by time of day or duration, or even call assignment per project type. Comcast provides CDR for certain call types including inbound toll free, interstate & intrastate interlata long distance and international long distance. Inbound & outbound local, outbound toll free, and IntraLATA call types are not currently included. Download Instructions 1. You may access the portal for download of your CDR at business.comcast.com/voicecdr. 2. Log in using your Account Number and Security PIN (Fig. 1). Your Account Number can be found on your bill. Your Security PIN was mailed to you upon activation of your account. Fig This will bring you to the home page with your CDR displayed (Fig. 2). You can view files up to 18 months old. Records older than 18 months are not maintained. Fig. 2 New data is loaded on the 1st or 15th of each month in accordance with your billing cycle. The most recent list of files is displayed upon login. You may change the year by selecting the year from the drop-down box on the Call History page. NOTE: CDR is monthly, and you will not have any visible CDR until after your first invoice. It can take up to three days for the files to appear. CB_TRUNKS_BRO_Rev_1014.indd 2-3

3 4. Click Action to download next to the file you wish to access. You have the option to open or save the file. Files are downloaded in.zip format. A.csv file is contained within the downloaded file. The.csv file contains the file headings for the data and can be viewed in a spreadsheet or database application. 5. You have the option to change your security question and PIN by clicking on My Account and following the instructions. If you have questions on the CDR Download process, please contact Business Technical Support at PBX AND VOIC SECURITY TIPS A PBX (Private Branch Exchange) is a private switch that serves extensions in a business and provides access to the public switched telephone network. Similarly, a voic system allows users to record, store, retrieve, and forward voice messages. If the PBX and/or voic system is not properly maintained and secured, they can become easy targets for those intending to commit fraud. Security Tips Listed below are a number of tips for maintaining and securing your PBX and Voic systems. This list is not exhaustive and is provided for your convenience. Contact your PBX or Voic systems vendor for more information. Run periodic security audits to check for loopholes in the PBX (have PBX vendor do this if possible). Disable DISA (Direct Inward System Access) if possible. If not possible, use maximum number of digits for DISA code. Eliminate remote access to your PBX and disable access system. Have authorized personnel use calling cards instead, if practical. Do not allow unlimited attempts to enter the system. Program the PBX to terminate access after the third invalid attempt. Shred directories or anything listing PBX access numbers. Never divulge system information unless you know to whom you are giving it. Secure remote maintenance port and use call back modem or alphanumeric passwords. Tailor access to the PBX to conform to business needs. Eliminate trunk to trunk transfer capability. Restrict 0+, 0-, and XXX dialing out of PBX. Restrict all calls to 900, 976, 950 and 411. Restrict 1+ dialing to extent possible. Change passwords frequently. Delete/change all default passwords. Restrict after-hours calling capability: DISA, International, Caribbean and Toll calls. Analyze call detail activity daily (use SMDRs). Consider allowing only attendant-assisted international calling. Employ class-of-service screening to areas to where there is no business need to call. Restrict Toll Free dialing from areas where there is no business requirement. Frequently audit and change all active codes. Deactivate unassigned voice mailboxes and DISA codes. Do not allow phone lines to be forwarded to off-premise numbers. Make sure that system administration and maintenance port phone numbers are randomly selected, unlisted and that they deviate from normal sequence of other business numbers. Use random generation and maximum length for authorization codes. Deactivate all unassigned authorization codes. Use multiple levels of security on maintenance ports (if available). Do not allow generic or group authorization codes. Ensure that Night Bell or attendant service does not default to dial tone when left unattended. Do not use alpha passwords that spell common words or names. Immediately deactivate passwords and authorization codes to known terminated employees. Consider implementing a barrier code system, i.e. an additional numeric password that adds a second level of security. Restrict all possible means of out-dial (through-dial) capability in your voic system. Frequently change default codes/passwords on voice mailboxes. additional Business Services In addition to Business Trunks, you may also have one of our other business services. This section will provide a general overview of other Comcast Business services. To learn more, please visit business.comcast.com. Business VOICE With your Comcast Business Voice service, you will enjoy the convenience of staying connected with high quality and robust voice service. Additionally, many Business Trunks customers have Business Voice lines to connect with alarm, elevator, fax or other devices. For more information, please visit our online help and support library at business.comcast.com/help. Business internet Your Comcast Business Internet comes with many valuable features that can help you manage your business more efficiently. CB_TRUNKS_BRO_Rev_1014.indd 4-5

4 Hosted Microsoft Exchange With hosted Microsoft Exchange, you have an on-the-go communications platform including: Microsoft Outlook Share and synchronize , calendars, contacts and tasks. Windows SharePoint Share documents and information, coordinate projects and get up to 10 GB of storage and backup. Mobile Access Communicate from anywhere you have Internet access, on all your mobile devices. Need help migrating from your existing platform to Microsoft Hosted Exchange? Get MaaX, available on the Upware marketplace, easily migrates your , calendar & contacts from your existing to Microsoft Hosted Exchange. Web Hosting Your Business Internet Package comes with our Starter Web Hosting Package, which includes a custom domain with a 3-page template formatted website. To activate and view your Web Hosting Plan, visit your account online at business.comcast.com/ myaccount. If your e-commerce needs are more advanced, our Web Hosting upgrades include: Business Package With 300 GB of storage space, you can build a dynamic site with Web scripting and database support. This package lets you host lots of pages and take lots of hits, but does not cost lots of money. Commerce Package Put a large catalog online and sell your products securely with 400 GB of storage space and integrated e-commerce functionality. Professional Package All of the functionality included in the Commerce Package with even more storage space. This bundle lets you build, run and promote a big website without a big price. Note: If you would like to upgrade your service, please visit business.comcast.com/myaccount, navigate to Manage Services and select Websites then choose Upgrade hosting plan. Cloud Marketplace For your protection, log on to your account at business.comcast.com/upware to download Norton security tools. Take advantage of the free services included with your account such as Norton Internet Security, Microsoft Hosted Exchange, Web Hosting, AnyMeeting (web conferencing), DigitalSafe (online storage), & Swiftpage (marketing & social media tools). COMCAST BUSINESS WIFI As a Comcast Business Internet customer, you can now enjoy the convenience of WiFi for your employees and your customers. And it s included with your Business Internet service.* Business WiFi is a comprehensive WiFi solution which includes: Private WiFi a private/secure WiFi connection for your business Public WiFi an XFINITY WiFi Hotspot for patrons and customers To learn more, visit business.comcast.com/wifi. *Business WiFi is not included with Starter Internet-only service, and is not available for Comcast Hospitality Internet and Comcast Ethernet services. Business TV With Business TV, you will stay connected like never before. Access to the latest news, finance, sports and pop culture trends is an important part of staying competitive in today s marketplace: You Having up-to-the-minute information about the events that shape your life and work will help you respond quickly to your community and your markets. Employees Comcast Business TV in lunch rooms, break rooms and other common areas is a valuable news and information resource for your employees. Customers They ll want to return when long waits seem short and services are more enjoyable with the entertainment you can now provide in waiting rooms, lobbies and service areas. Note: Not all services available in all areas. Premium channels require a premium channel subscription. Accessing Your Channel Lineup Log on to your account at business.comcast.com/myaccount and select My Services at the top of the page. Select TV. Sort the list numerically or alphabetically. Scroll left or right using the arrows at the bottom of the page to view more channels. In addition, depending on your area and whether you have a set-top box, you can view your lineup on your TV by one of the following methods: Use the channel up and down buttons on the remote control for your television. Use the on-screen guide, which is accessed through the remote control provided by Comcast. Once you ve had a chance to see the value TV brings to your business, you may want to consider upgrading your package or adding Music Choice, Sports Pack or other special programming tailored to your business needs. CB_TRUNKS_BRO_Rev_1014.indd 6-7

5 Business VOICEEDGE Whether you are a business of 5 or 500, single location or multiple, Business VoiceEdge from Comcast lets you focus on your future instead of your infrastructure. It replaces large upfront capital outlays with predictable monthly charges, and offers advantages of particular relevance in a business environment where mobility and availability are crucial. Employees can be reached via a single phone number no matter where they are or what device they are using. Advanced features such as voic -to- and mobile applications are possible. New offices and users can quickly be added to the system and companies can control features and services from an integrated online website. To learn more, please visit business.comcast.com/voiceedge. Business ETHERNET With scalable, secure Ethernet data services from Comcast, and 24x7 dedicated national and local support, you can connect with your customers, suppliers, and remote sites easily, efficiently and affordably. Regardless of how complex your Ethernet network needs are, Comcast has fiber optic solutions designed to help keep your business applications running smoothly and everyone in your organization connected with one robust and secure network. To learn more, please visit business.comcast.com/ethernet. Comcast Business Promise You depend on Comcast Business for the success of your business and we take that trust seriously. Comcast Business is committed to delivering on the promise of providing customers the most reliable data, voice, and TV services that consistently exceed expectations. If your service is interrupted, we promise to resolve it as quickly as possible. If you report a service interruption that was our issue, you will receive a bill credit. It s that simple. That s Comcast we back our service with this promise because business can t wait. We make the following commitments to our Business Trunks customers: 60 Day Money Back Guarantee limited to the monthly recurring fee paid for your first 60 days of service, excluding installation charges, fees, taxes or per-call charges Dedicated project managers from design to install Service Level Agreement for end-to-end coverage of Comcast-provided equipment, the local access network and the backbone network 24x7 Dedicated Business Support To learn more about our Comcast Business Promise, please visit business.comcast.com/promise Comcast. All rights reserved. BC TRUNKS BRO Rev CB_TRUNKS_BRO_Rev_1014.indd 8

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