Business Hosted Product Guide

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1 Business Hosted Product Guide

2 Overview Hosted Telephony Service Description: EMIS offers a revolutionary, next-generation telephony service.. By carrying calls over an internet connection, it makes PBXs and multiple lines redundant while offering advanced functionality and substantial cost savings. The solution is made up of five main constituents: Connectivity, minutes, equipment, PBX Style features and Functionality and System management. Connectivity Connectivity to the platform is available through a number of technologies, xdsl, Ethernet, Leased Lines, Wi-Fi to name but a few. Minutes The solution includes customer minutes. Through multiple PSTN connections into the Network, the solution allows the customer the most cost effective and efficient way of transporting calls. Providers are reviewed on a regular basis to ensure market competitiveness.

3 Features and Benefits The solution comes with an extensive range of standard features that would be expected of modern communications solutions. These are being constantly expanded. The below table outlines some of the features and benefits: Feature General Features Calling Shortcuts (equipment dependent) Network Follow-Me/Call Divert Call Restriction Dial Plan Voic Call Analysis Multi Party Conference Calling Benefit Permanent Call Line Identification Presentation (CLIP)/Call Line Identification Restriction (CLIR) with per call control, customised ring tones (equipment dependent), extension dialling, caller ID/name display, incoming call barring, Touch tone features, call back and call waiting Speed dial, last number redial, call return (missed/received /placed), call selection, do not disturb, blind call transfer, assisted transfer, hold/retrieve. Support of SCCP protocol, support of G.711 codec, and G.711 passthrough for fax, terminal support of VLANs, support of concurrent call limits per site, terminal and platform support of QoS with DSCP. Allows option of all calls, busy calls, no reply to be forward to any device (mobile, another extension, home etc). Restrictions can be set at an individual user or site level to restrict outgoing calls based on prefix or specific destination number, (e.g. to mobile, international, premium rate) Integrated short code dialling within and across sites, including international offices Provides online and external message retrieval, user defined prompt/message, message forward/save via Outlook, and Message Waiting Indication of new voic s. There is also the ability to leave messages direct to voic . Simple to create reports and graphs of call volumes, spend, durations by user and site which can be exported to excel for further analysis if required

4 Additional Features Fax2 Call Flow/Hunt Groups IVR Music on Hold Call Recording Numbering Options Each user is allocated a fax number which allows them to receive facsimile messages to their address in a TIFF (Tagged Image File Format) Enables calls to be automatically distributed to teams via a range distributed via a range of methods: Broadcast and Top Down. Ring time control enables you to define maximum ring times to ensure reduce waiting times for callers. Hunt groups can be configured with their own voic mailbox. This feature allows incoming callers to any specified number to be given options via an automated message to choose between departments/users to be transferred to provides for improved productivity and customer service. Can be used in conjunction with Hunt Groups. We provide a choice of predefined music which can be selected for Music On Hold. This can be chosen on a per extension basis if required. This enables you to record and store all inbound and outbound calls to and from the Public Telephone network. Internal calls within the company are not recorded. This can be used either to meet legal requirements or as a means of monitoring customer service. As part of the solution these calls are easily downloaded from the web portal. We can provide a range of geographical numbers, 0800/0845 & 0870 non-geographical numbers. You have asked that we port your existing numbers from BT. This will take up to 30 working days from request and we will need the customers assistance in making the request to their existing provider.

5 System Management We recognise that a key element of any communications system is the ease of management both for users and system administrators. Our web based portal gives total control of all the functions and features of the system. The portal is provided free as standard to each user to enable them to manage their daily communication needs. The portal is a comprehensive administration tool that lets the system administrator make changes from anywhere in the world so long as they have internet access. This is described in more detail below. All users can access their own web portal from any PC/laptop connected to the internet via a secured VPN. Additional security is provided through a unique password. Once it has been accessed the user can choose from a wide variety of features all supported by on screen help facility Configure their personal details, Set call forward options to any phone, Create speed dial options, Voic access Click to dial from contact lists which can be imported from Outlook or CSV fields, Inbound call handling rejection/diversion, Hunt group configuration. The system administrator has from any PC/laptop connected to the internet, via a secured VPN, the ability to manage the complete communications solution. Security is provided through a unique userid and password. Multiple access levels can be configured. This is an extremely powerful and flexible tool that enables the user to : Complete all the above activities on behalf of a user Make move, adds or changes to user details or allowable features at the click of a button. These features can be set or changed at an individual user, site or company level. Monitor and analyse call spend patterns View bills current and historic Manage and configure Hunt groups

6 Equipment We offer a wide choice of telephone handsets to meet each customer s requirements and supports the deployment of handsets from different manufacturers into a single solution. All phones are supported throughout the lifetime of our agreement on an advanced parts replacement basis in the event of failure we will ship a replacement phone of similar or higher specification with 24 hours. Routers and Switches can also be provided dependent on the network architecture of the customer. We only supply and manage Cisco network infrastructure, and only Cisco 7900, 8900 and 9900 hardware IP phones are supported running the SCCP protocol. For onsite switching and routing equipment we also use a best of breed solution that provides maximum reliability and quality whilst representing best value for money.

7 Handsets Model Integral Switch Line Keys Speaker Headset Port PoE SPA301-1 No No No PoE Support SPA303 10/100 3-Lighted Yes Yes No PoE Support SPA501G 10/100 8-Lighted Yes Yes Class 2 SPA502G 10/100 0 Yes Yes Class 2 SPA504G 10/100 4-Lighted Yes Yes Class 2 SPA508G 10/100 8-Lighted Yes Yes Class 2 SPA509G 10/ Lighted Yes Yes Class 2 SPA512G 10/100/ Yes Yes Class 2 SPA514G 10/100/ Lighted Yes Yes Class 2 SPA525G2 10/100 5-Lighted Yes Yes Class 2 SPA500S N/A 32 N/A N/A N/A

8 Network Resilience and Redundancy The EMIS network is built on highly resilient and secure architecture, integrating best in class infrastructure to build a market-leading solution. Each component and system within the network, including soft-switches, gateways and peripherals, are fully redundant at all levels of hardware and software. We run three sites to cover disaster scenarios. This ensures a level of availability equivalent to traditional core PSTN networks, much higher than typically found in enterprise grade equipment. It also offers additional business continuity in event of disruption to your site as through our web based tools it is simple to divert calls in a matter of minutes. As part of the Hosted IP Telephony service, EMIS offers support for its Resellers and customers via a dedicated Customer Service Desk. The Customer Service Desk is available to handle both general enquiries and service-affecting queries. This Schedule outlines the support service offered, including procedures that will assist with the smooth interaction between customers and our support team.

9 Support 1. EXPERT SUPPORT We have a team of dedicated Customer Service and Technical Support professionals who provide timely and accurate support via phone and during extended business hours Monday to Friday, 08:00 to 18:00 hrs. 2. CONTACT DETAILS The first interface for support is via our Customer Service Desk. Tel: When an immediate response is not required, please contact EMIS via or phone. For urgent issues, although it may be efficient to forward information via , we advise that you also phone us. 3. REQUESTED INFORMATION When contacting our Service Desk with regards to a fault, please ensure that you provide all of the following information: Company name, contact name, phone number and address Complete description of the issue The case number (if this is a follow-up to a previously reported issue) Problem severity In some cases, the Service Desk may request that further testing or analysis is undertaken, in order to allow us to isolate and diagnose the issue. If required, the steps to be undertaken will be explained in detail by the Customer Service team.

10 4. CASE NUMBER All customer queries are recorded in our electronic call tracking system and allocated a unique case number. Please make a note of the case number(s) to facilitate subsequent contact with EMIS regarding the issue. Since all activities associated with a case are recorded, any of our Customer Service Desk representatives and Technical Support engineers has instant access to all the relevant case, enabling any member of our team to assist you whenever required. 5. PROBLEM SEVERITY The table below outlines different severity levels that we employ for service-affecting outages. Please remember to inform us of the severity level of a case when you contact us. Severity Description 1st Response Critical High Standard Low An entire phone system is inoperable or not functioning. The system has reduced functionality and the problem is causing significant impact to a live business implementation. The system is working but in an impaired fashion and is not causing significant business impact. Applies only to peripheral components which are not part of the main business service (e.g. soft phone) Time* Maximum of 30 minutes Maximum of 30 minutes Maximum of 1 hour Maximum of 24 hours Maximum Follow Up Time* Hourly (unless otherwise agreed) Every 3 hours (unless otherwise agreed) Every 24 hours; n/a "1st Response Time" is the maximum amount of time before EMIS contacts you with an initial response. "Maximum Follow Up Time" indicates the frequency with which customers should receive updates on the progress of the issue until it is resolved. Times are during the Service Support Period of 08:00 18:00 hrs Monday to Friday only.

11 6. FIX TIMES Target resolution times for service-affecting core platform faults (incorporating the core platform, core network interconnects, and management systems) are shown in the table below. Severity Description Target Time to Fix Critical An entire phone system is inoperable or 4 hours not functioning. High The system has reduced functionality and 24 hours the problem is causing significant impact to a live business implementation. Standard The system is working but in an impaired 5 working days fashion and is not causing significant business impact. Low Refers to particular peripheral components which are not part of the main business service (e.g. softphone) n/a For non-core platform issues, including faults related to the DSL service, LAN/WAN networks, and network hardware, no target fix time can be provided. 7. SUPPORT CONDITIONS Prior to installation, we will specify the network design requirements or the Reseller will provide in writing the network design requirements using best industry design practices, to optimise the quality of the voice service. Any variation by the customer from the specified design during installation or subsequent operation will require new network design requirements to be specified by us or the Reseller and any additional charges to meet the new network design requirements will be borne by the customer. Failure to produce new network design requirements or the customer to bear the associated new network requirements costs may void any support agreements, and in such cases we may decline to provide support until such time as the network is compliant with our requirements. Other support Terms and Conditions will be as specified in the customer s contract. 8. ON-SITE SUPPORT In general, issues will be handled remotely by the Customer Service Desk. In extreme circumstances a site visit may be required. All possible information including potential diagnostic data from other suppliers must be provided prior to the site visit and if necessary we may

12 specify that other infrastructure suppliers are available on-site during the specified time. 9. PLANNED OUTAGES We may periodically carry out a Planned Outage of the service in order to maintain the integrity of the service, or to upgrade to an improved feature set. These outages will occur outside of extended business hours. In the case of application of a change in functionality or behaviour of the service, we will provide advanced notification to a nominated contact. 10. ESCALATION PROCEDURE The Support Desk will respond to the initial request and will attempt to identify, analyse, and resolve the issue. In instances where an issue cannot be resolved by the Service Desk, we will use internal escalation methods to raise the fault to our Network Operations Team, and subsequently to our Platform Engineering Team, depending on the issue and severity. However, any internal escalations will be managed by the Customer Service Desk, making the Service Desk the single interface between us and the customer. 11. PARTNER ESCALATION PROCEDURE Whilst we are confident that our partners will be happy with our support services, we have developed an escalation procedure to provide customers with a route for escalating any issues that they feel are warranted. The escalation procedure is as follows: 1) If you are not satisfied with the response you receive or the length of time an issue is taking to resolve the query, please inform the Customer Service Desk. 2) If this does not result in you receiving a satisfactory conclusion to your case, please escalate your case to your account Manager. Tel: 3) If you remain unsatisfied with the response provided by the team, you can escalate your case to our Director of Operations. Tel:

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