ihub SIP Trunks Service Definition Document

Transcription

1 ihub SIP Trunks Service Definition Document

2 Contents Introduction... 3 What are the benefits of SIP trunking?... 3 Business end users... 3 SIP Services... 4 Voice Connection... 4 Numbering... 4 Dial Plan... 5 Voice gateways... 5 Fraud monitoring... 5 Call recording... 5 WAN connectivity... 5 Technical Details... 6 Approved IP PBXs... 6 Enterprise Session Border Control... 6 esbc interoperability... 7 esbc Security... 8 Service Management... 9 Service Level Agreement Fault classification Service Credits Maintenance Essential engineering work G-Cloud specific Requirements On boarding Off-boarding Disaster Recovery Training Ordering and invoicing process Page 2 of 15

3 Introduction This Service Definition document describes SIP Trunk services from ihub. The document is intended as a customer reference on the service specification and features that are supplied as part of the ihub SIP Trunk service. SIP Trunks provide IP trunking capability from a customer s existing PBX to the ihub network, enabling inbound and outbound PSTN voice calls to be routed over an IP connection rather than ISDN or analogue lines. The service allows the customer to keep their existing PBX and benefit from the cost advantages and added benefits of moving to IP for call transport. ihub manages PSTN routing and SIP call control, and can provide customer site voice gateways and IP bandwidth connections if required. The service provides ITSPs (internet telephony service providers) and business end users with PSTN breakout services. The ITSP service is defined as a service that connects multiple PBXs or multiple customers through one network connection. The end user service is defined as direct connection(s) to a single end user business customer. ihub s network is specifically designed to handle SIP Trunks. The service has been tested and approved with defined PBXs to give customers the reassurance that all relevant PBX features work using the SIP Trunk service. What are the benefits of SIP trunking? Many benefits can be achieved from SIP Trunks in addition to cost savings. Since inbound numbers can be ported to ihub, the features and functions of SIP Trunks enhance the deployment of IP PBXs through control of inbound calls. This can provide a range of benefits for every type of business, from small sites to multi-location enterprises. Lower costs Reduce line rental costs and call charges Flexibility Services can be added in single channels with rapid 24 hour go live Call management web based service management portal allows control of inbound calls DR service SIP Trunks provide the ability to reroute inbound calls for effective disaster recovery Increase productivity Deploy value add services to increase communications effectiveness Reliability ihub s hosted services are designed to achieve % carrier grade availability. SIP Trunks can also be provided with HIPT services, providing customers with a hybrid solution with single dial plan, ideal for gradual replacement of onsite PBX(s). Interoperability is one of the most important aspects of providing a successful SIP Trunk service. ihub has conducted interoperability tests with a variety of PBX vendors to ensure that PBX features are fully functional with the ihub network. Business end users SIP Trunk services to business end users are provided to the interworking point of the customer s voice gateway (rather than at the SBC gateway, as with ITSPs) or the PBX, if it is SIP compatible. ihub is responsible for installing the necessary CPE (Customer Premise Equipment) components, and ensuring that the numbering that is provided from another administrative domain is accurate and correct. It is also important that the customer is a validated endpoint and that any traffic that is not verified is the responsibility of the customer. Page 3 of 15

4 SIP Trunks to business users connect different makes of PBXs to ihub s network for routing of inbound and outbound calls. Services can be provided to single or multi sites connected by ihub via DSL, leased line, Ethernet, MPLS connections. ihub deploys a range of voice gateways for connection to PBXs with PRI, BRI or analogue interfaces ihub can provide solution design, service implementation and support for SIP Trunk installations depending on the end customer s requirements. SIP Services Voice Connection SIP Trunks provide voice call connections from ihub s Genband C20 switch and A2 SIP server to SIP enabled IP PBXs for inbound and outbound call routing, delivered over an IP connection. SIP Trunks replace the customer s existing ISDN and analogue line connections. Service specification includes: Calls compressed using G729, G711 alaw and G711 ulaw codecs. G729 is provided as default SIP signaling over UDP is provided as standard E164 number format is supported Default registration is dynamic using username and password. Static registration may also be provided where required and where the WAN IP is known by the partner A valid Calling Line Identity presentation (CLI) should be provided by the PBX for outbound calls, this is passed through via the SIP Trunk If required, ihub can withhold outbound CLI or set a single presentation CLI on the trunk CLI for inbound calls is passed through to the PBX Full support of all outbound call destinations and non-geographic numbers (apart from PRS ranges, please see document Fraud Prevention v2.8 for description of barred number ranges) Extension dialing between sites using a 3 10 digit plan Access to the PSTN provided via resilient UK carrier interconnects Support of inbound calls with geographic and non - geographic numbers provided Number portability provided for all number types, providing retention for customer DDIs Access to emergency numbers is supported Fax calls are supported using G711 and T38 (if the PBX supports T38) Network Address Translation (NAT) provided within the network, enabling public network connections to be used. SIP Trunks are charged on a per channel per month basis. There are also pence per minute call charges for outbound PSTN terminated voice traffic. Channels are built and associated with a SIP Trunk which is associated with a customer username and password. ihub SIP Trunks are supported when connected to tested and approved PBXs. ihub keep an up-to date list of approved PBX s at various levels of software release. Numbering A new number is defined for each new SIP Trunk when the SIP Trunk is built. In cases where the customer requires additional geographic numbers for termination of inbound services, new numbers may be allocated to customers from ihub s existing geographic and non-geographic number ranges. Non geographic number ranges include Freephone, Local rate, National rate and PRS ranges. International numbers are also available from certain countries. Page 4 of 15

5 Customers also have the option of keeping their existing geographic and non-geographic numbers through number portability. Please refer to ihub for portability process and timescales. Numbers are managed via the online service management system. From the portal, numbers may be ported to any SIP trunk configured against that customer (as well as HIPT users). Dial Plan The standard outbound service does not support local calling, i.e. dialling local PSTN numbers without the area code. This can be set up as a bespoke dial plan configuration for the customer if required. The PBX should therefore be configured for local dialling so that the PBX adds the area code to the dial string for local calls which do not include the local area code. ihub can provide customers with different bespoke options for internal dial plans: A current dial plan can be supported Build a new plan allowing short code dialling between sites, with a format identifying site location, department etc. Dial plan designed to reflect customer s present DDIs. All bespoke options require a customer information form (CIF) to be completed and agreed by ihub. All bespoke dial plan builds are chargeable. For customers that also deploy ihub HIPT services, it is possible to interwork between both services in order to provide a single dial plan across all users. Voice gateways ihub has approved Adtran voice gateways for use with ihub SIP Trunks for PBX deployments that are not SIP enabled. These are available with multiple FXO, FXS, BRI and PRI ports depending on the trunk and internal lines required. ihub can supply, install and support Adtran gateways. All gateway installations performed by ihub require a customer data sheet to be completed and agreed by ihub. All gateway installations must be supplied with vendor support. Charges for gateway installation done by ihub are on a per day basis. ihub does not support SIP Trunk services when deployed with a voice gateway not approved by ihub. Fraud monitoring Fraud monitoring is applied to ensure that calls from SIP Trunks to international destinations and 0844 and 0871 number ranges over a certain defined volume are barred. The threshold number of calls for barring to be enabled can be changed via the service management portal. Call recording SIP Trunks can be recorded using ihub call recording. Calls are recorded on a per channel basis, with extensions to be recorded identified via the relevant CLI. Therefore only certain CLIs can be recorded by the customer on a SIP Trunk if required. SIP Trunks with call recording is ordered through the order management portal. WAN connectivity SIP Trunks services are provided independent of IP connectivity. Customers can use either private or public IP connections depending on quality and reliability requirements, and can use connectivity from ihub or their own WAN service provider. For further information on WAN connectivity, please contact ihub. Page 5 of 15

6 Technical Details Approved IP PBXs ihub conducts testing according to an ihub SIP Trunk test plan in order to approve a vendor s PBX model and verify the working of defined features of that IP PBX. In some cases this testing is performed to a programme operated by the manufacturer, in other cases tests have been conducted with the reseller or end customer. The table below represents a summary of the ihub SIP Trunk approved PBXs; SIP PBX vendor Model 3CX V 9.0 Freeswitch Asterisk Windows platform Avaya IP Office Cisco UC500 Cisco CCME 7.1 Cisco SPA 9000 LG LDK20 Avaya BCM 450 Avaya BCM 50 R3 NEC SV8100 Panasonic KXTDE 1000 Panasonic NCP 500 Samsung OfficeServ There are also a number of other PBX makes that have been connected by customers and although not formally approved by ihub, are working to the requirements of the customer. Please ask ihub for further details. Configuration notes for each PBX are available. Please ask ihub Technical Support for further details. Enterprise Session Border Control Additional security and ease of interoperability is provided through ihub s Enterprise session border controller (esbc), QFlex. QFlex can be provided as on site equipment or as a hosted service, and is an additional service component to ihub SIP Trunks. QFlex provides tested service features and functions with a variety of different PBX and SBC vendors. Key features provided by QFlex: Serves as an esbc (enterprise session border controller), providing Back-to-Back User Agent (B2BUA) capabilities at the enterprise network edge, including security, topology hiding, NAT/PAT translation, IP PBX interoperability, DOS/DDOS protection, and DTMF relay and interworking (RFC2833, SIP INFO, and inband), signaling and RTP anchor. Acts as a demarcation point for delivering QoS (quality of service) between the customer site Page 6 of 15

7 and the ihub SIP Trunk service Provides interoperability with a wide variety of IP PBXs and other network elements, which is constantly updated to include vendor version updates esbc interoperability The table above under Approved IPPBXs includes SIP PBXs that ihub has tested and approved as compatible with ihub SIP Trunks. Each of these PBXs subsequently requires a new configuration in order to connect to the ihub SIP Trunk service. With QFlex esbc, a profile based interoperability approach results in just a profile being chosen in order to interoperate with an IP PBX installation, rather that the PBX maintainer having to change the configuration on the PBX itself. This results in quicker installs with reduced problems and requirement for support. QFlex has profiles for many major and lesser known PBXs. The profile methodology addresses the multiple PBX versions a vendor offers as well as multiple active versions of each vendor PBX. Profiles address signalling message errors (timing, sequence and content), provide quick and easy configuration, and address DoS threats that result from implementation flaws and application level vulnerabilities. The profiles resolve differences between IP PBX systems such as static to dynamic PBX registration and privacy, and calling name normalization. Every IP PBX (SBC or SIP server) supported is represented by a profile as a B2BUA, a Qflex trunk activates a profile on the LAN and WAN side. QFlex supports a wide range of IP PBX vendors and release version profiles (over 60 different vendor and respective release versions with new profiles always being added). These are listed in the table below; PBX vendor and model Version Profile Acme Net-Net 4500 with GSX SCX2.0 Sonus GSX2.0 Alcatel Lucent OmniPCX Enterprise 9.1 ALUOxe 1 Aastra 5.0 Aastra MX-One Avaya CM/SES 5.0, 5.1, 5.2 Avaya CM1 Avaya CM/SM 6.0, 6.1 Avaya CM1 Avaya CM/SM with Acme NN w/ SCX6.3.0 Avaya CM1 Avaya CM/SM with Sipera SBC 6.1 w/ 6.2 Avaya CM1 Avaya CS1k 7.5 Avaya NT1 Avaya IP Office 5.0, 6.0, 7.0, 8.0, 8.1 Avaya CM1 Cisco Cube 15.1, 15.2(2)T Cisco Cube 1 Cisco IOS 12.4, 15.2(2)T Cisco Cube 1 Cisco Unified Communications 9.1 Cisco CUCM1 Manager BE6K Cisco Unified Communications Manager (formally Cisco Call Manager) Cisco Unified Communications Manager Express (formally Cisco Call Manager Express) Cisco Unified Communications Manager Business Edition x, 6.x, 7.0, 7.1, 8.0, 8.5, 8.6, x, 8.x, 9.1 Cisco CUCM1 Cisco CUCM Cisco CUCM1 Genband Quantix 7.1, 8.2 GenbandQuantix1 Page 7 of 15

8 Interactive Intelligence 3.0, 4.0, ININ1 Microsoft Lync 2010, 2013 Lync 1 Mitel 3300 R9 Mitel 1 Mitel , 6.0 Mitel 1 Mitel MCD 4.0, 5.0 SP2, 6.0 Mitel 1 NEC 8500 Version S05 Issue NEC85 1 ShoreTel Communications 11.0, 12.2, 13.0, ShoreTelSW 1 Manager ShoreTel Communications Manager with InGate SIParator 13.1, 13.2, , w/ 4.9, 12.2 w/4.9, 13.2 w/5.0.1 ShoreTelSW 1 Siemens HiPath 4000 IP PBX 3.0 Siemens HP1 SwitchVox SwitchVox1 Veraz Veraz 1 The advantage of deploying QFlex for businesses with multi-vendor PBX environments is that QFlex s interoperability approach lets the customer use all call control features across multiple branch offices and PBX installations; Direct Inward Dialling Direct Outward Dialling Call Forward Always Call Forward No Answer Call Forward Busy Caller ID Call Park Call Pickup Call Hold Music On-Hold Call Waiting Three-Party Call Call Transfer Calling Name QFlex can either be deployed on site, or provided as a hosted service by ihub. esbc Security As enterprises transition from PRI to SIP Trunks, they must participate in securing their IP network, rather than relying on a service provider alone to secure their SIP network. Qflex provides the following security provisions; B2BUA with full state machine implementation on both sides Topology hiding NAT/PAT traversal DoS / DDoS protection Rogue RTP protection TLS encryption/decryption SIP privacy management Toll fraud prevention RTP packet anchoring Random RTP port selection for security. Page 8 of 15

9 For the most secure implementations, QFlex should be deployed on site, or hosted with ihub. Service Management Service management of SIP Trunks is performed via the service management portal. This enables management and routing of inbound numbers via the Number Allocation tab, defining call forwarding numbers for DR, setting of call barring limits, lifting of call barring resulting from fraud alerts, and viewing of channel utilization over the SIP Trunk. Inbound calls to SIP Trunks can be controlled via the portal, enabling calls to be routed to a range of SIP Trunks. This is a standard service feature of the portal, provided under the Number Allocation tab (please refer to service management user guide for further information). Calls may be forwarded routed to PSTN destinations or HIPT users if required. There is no additional charge for the call divert feature. Service details The first page displays the customer information including the parent in the hierarchy (which may include departments etc.), and all the contact details including company name, users and associated services. The address details should be kept up to date as this becomes the reference point for the Emergency Services databases. Number Allocation Number Allocation page contains all the numbers that belong to the customer with a table that shows where they are currently routed and options to change the routing. Once a number is associated to the customer, it is possible to decide to which service the number is pointed. This includes a SIP trunk, an HIPT user or forwarded to any other number, internal or external. This can be done via the number allocation tab of the relevant number. Page 9 of 15

10 Service Overview The SIP Trunk tab in the screen contains an overview of all the existing trunks belonging to that customer. For each trunk, the Trunk ID, Description and status is displayed (Green = Registered, Red = Unregistered). From this screen it is possible to de-activate and re-activate trunks. Clicking off kills any existing calls, and prevents any new calls from being made or received from the PBX. To re-start the trunk click on. It is possible to check simultaneous calls and maximum channel usage per trunk by clicking on the graph, as shown below: Page 10 of 15

11 Service View To view the trunk, click on the View button provisioning and status against the trunk to provide more information on For each SIP trunk, there is shown: Trunk ID Username and password for the SIP registration Whether it is active or disabled. Registration status. IP address of PBX Number of active calls. Service Edit To edit the trunk, click on the View button access to various trunk provisioning functions. against the trunk, this provides Page 11 of 15

12 From this page, it is possible to change the Description of the trunk (for reference) and the password (min 5 characters with at least 2 digits). Call Reports There are 5 report types. All reports can be printed or scheduled to be sent to addresses. Summary Report Combines Inbound, Outbound and Total Calls with Duration and Average Duration. Call detail Inbound Date, Time, Calling Party CLI, and call Duration Call detail Outbound Date, Time, Called Number and Call Duration Inbound Call Analysis User, Total Calls, Total Duration, Avg duration, Answered, Lost, Busy, Max ring time Outbound Call Analysis As above Groups can also be created and reported on, by clicking on Add DDI Groups, you can see any existing groups by clicking on List DDI Groups. Service Level Agreement Support services are provided by ihub to a service level agreement (SLA) in order to provide customers with a single point of contact for all relevant service issues. ihub provides the following types of support service; MACs Move, add and change requests to user profiles and existing service features are carried out via a request logged with ihub via or directly onto the Customer Support portal. A ticket will be Page 12 of 15

13 generated for activation of this request. Service requests and changes may be chargeable dependent on the terms of the customer s service agreement. For new features and additional users, please consult your Account Manager who will raise the appropriate order. All MAC requests have a lead time of 48 hours. Faults Fault resolution involves receipt of the initial fault report from the customer via telephone or web, logging of the problem, and subsequent generation of a Support ticket and Support ticket number. Skilled technical staff will address the Support ticket and provide fault diagnostics and problem identification. The customer will be provided with updates regarding fault resolution and timescales. Technical Support may liaise with the customer in order to establish further detail on the fault. Regular status updates are provided to the customer at intervals of no more than 1 hours for Priority 1 faults. If required, faults will be escalated to ihub s 3 rd line support for further diagnostics, including management and reporting of faults with vendor technical services. Fault classification Faults are categorised as follows: Priority 1: Critical Definition: means the condition that exists when the customer is unable to make and receive calls. Characterized by complete hosted service failure, LAN or WAN connectivity outage and requires immediate resolution or correction. A critical defect is characterised by either: (a) Total service outage; (b) The service is severely affected such that the customer is unable to make either extension to extension calls or extension to PSTN calls or receive calls. Priority 2: Major Definition: means the condition that exists when the service is partially inoperative, but is still usable by the customer. The inoperative portion of the service severely restricts customer s operations but has a less critical effect than a Priority 1 condition. Examples are: (a) Total loss of a major service function; or (b) Significant degradation in performance or capacity handling. Priority 3: Minor Definition: means the condition that exists when the service is usable by the customer, but the condition is not critical to overall customer operations, and does not restrict such operations. These problems are those resulting in a minor failure, which involve individual components of the service. Examples are: (a) Loss of administrative functions; (b) Failures that have minor system impact or effect an individual or small group of users. Severity Initial Incident Update (in business hours) Update Frequency (in business hours) Target Resolution Time (in business hours) 1 < 1 Hour 1 hour 4 hours 2 < 7 Hours 2 hours 8 hours 3 <15 Hours 12 Hours 2 Working Days All specified times relate to the time covered by the Standard Service Support Hours, which are on weekdays excluding bank holidays. Enhanced hours support is available on request. The incident start time is when an incident has been generated in ihub s helpdesk software and a unique ticket reference number is provided. The updates on all priority 1 and 2 incidents will be provided Page 13 of 15

14 via the telephone and priority 3 incidents will be updated via . Please note that target resolution times are applicable while the incident is within our control. While the incident is being investigated with a third party or the Client the clock stops until handed back to our support staff. Fault Interruption to service as a result of the following causes will not count against the service availability measurement for Hosted Service; Outages resulting from customer operating error. Power failures and other environmental factors outside of ihub control. Any scheduled down-time i.e. planned outages or customer requested downtime. Failure or faults due to customer s existing data network, cabling or environment. Partial failures of the application e.g. a particular problem with single extensions or a problem such that the majority of extensions are able to continue processing calls as normal. A Force Majeure event. Service misuse contrary to agreement. Any fault that is not reported to ihub. Any reported period of non-availability where ihub can find no fault. Service Credits ihub aims for % availability (excluding scheduled maintenance windows) of service to the ihub session border controller. The service is considered available if the systems are capable of connecting an inbound and outbound call. In the event that there is a Critical fault and our service level falls below this availability figure for a continuous period of 60 minutes or more, the customer may request a service credit of 10% of the monthly licence fee for each affected user or line for each hour of service that does not meet this service level. The rebate is capped at 100% of the monthly service fee. Maintenance Maintenance releases and software upgrades will be carried out in order to enhance services and fix known faults with software patches and new releases. This work is planned to take place once every quarter, although this frequency may be increased depending on the frequency of software releases. Whilst it is expected that there will be no outage resulting from this type of work, it will be carried out during maintenance windows (2100 hrs hrs 7 days a week) in order to limit any unlikely or unforeseen outage. ihub will provide the customer with at least 10 working days notice via a planned engineering work (PEW) notification. Notifications will be sent to named contacts provided by the customer. Essential engineering work Essential engineering work occurs when ihub is required to carry out essential maintenance work that is required to prevent serious deterioration of service. ihub will aim to provide the customer with 48 hours notice for any essential engineering work via a Planned Engineering Work (PEW) notification. PEWs will be sent to named contacts provided by the customer and will contain reason, work to be carried out, and the date and time. G-Cloud specific Requirements On boarding An Account Manager will be appointed who will be the main point of contact for the client and will provide guidance, assistance and support throughout all aspects of the process. Page 14 of 15

15 The process will involve investigation into your network connectivity and data usage to see how much capacity is available, information regarding your present phone system and finally a site survey if necessary. Combined with this will be training in our customer Service Management Portal enabling customer control of their telephone estate. On finalising the solution a Summary Document with confirmed service details will be sent to the client in advance of the installation. Off-boarding Termination is either at the end of the contract or if after the contract expires at 30 days notice. Any information needed for moving to a new provider will be provided as per industry standard guidelines to provide a seamless handover. Disaster Recovery Disaster recovery (DR) is provided as either an auto or manual. Auto divert In cases of WAN or PBX failure, SIP Trunks customers can define either a PSTN number for routing all their inbound calls to a single number, or the customer can route all their inbound DDIs to a range of PSTN numbers. PSTN numbers may also be a mobile or international number if required. Forwarding numbers can be provisioned via the service management portal. Inbound calls will automatically be diverted to the PSTN number(s) defined rather than the WAN IP address associated with the SIP trunk when WAN connectivity or the gateway/pbx fails. The number(s) should ideally be analogue or ISDN number(s) situated on the customer s site. When the link is reestablished, calls are automatically re-presented to the gateway/ip PBX. This feature is dependent on the PBX being configured to provide SIP Options/AYT messages. This call divert feature does not include other call scenarios such as link congestion etc. If calls are presented to a congested link, callers will receive busy tone. Manual divert DR scenarios that may require the need for manual divert include local power outage, bad weather etc., where the WAN has not failed but it is still required to re-route numbers, perhaps to different terminating numbers (e.g. a local power outage would trigger an Auto Divert due to LAN equipment having no power). Calls can be diverted manually to alternative forwarding numbers via the service management portal. (Routing to multiple DDIs available June 2014). Diverted calls will be charged at ihub s standard rate. Training Training can be provided on the service management portal, as well as best practices for SIP Trunk installation for various PBX vendors. Please ask for further details. Training is available either by the half or full day. Ordering and invoicing process Ordering is via a Service order sheet or if applicable the MiHub portal. A date for service commencement is agreed by both parties. SIP Trunk channel service charges are 1 month in advance, call charges are invoiced at the end of the month they occur. Payment methods are either direct debit or BACS. The MiHub portal allows the client to view all the calls made against a date range, displaying information on the originator, number dialled, duration, time, cost etc. Page 15 of 15