Service description. Sonera Communications Service VIP Service solution

Transcription

1 Service description Sonera Communications Service VIP Sonera Communications Service VIP is a corporate communications solution that combines communications services, customer service, call switching and switchboard features into a packaged service for mobile phones and computers. To get the full benefit of the diversity of Communications Service VIP, graphical applications for smartphones and computers are available to company employees. The service offers a number of different user-specific VIP versions tailored to different work profiles. The user-specific VIP service versions can be complemented with the VIP Customer Service Agent service version for customer service work and the VIP Attendant service version for attendant work. The presence status of the persons included in the service (i.e. whether they are available or busy, or their phone line busy) and multi-channel communications allow the user to select the best way to reach the recipient in every situation. Sonera Communications Service VIP makes the reachability of the personnel easy to manage, and users can direct their calls in diverse ways based on the presence status, which improves the internal and external communications of the company. In addition to PC, Mac and mobile user interfaces, Sonera Communications Service VIP is now also available on IP desktop phones, which have a number of useful features that can be used in the service. User details can be found in a directory intended for the use of the entire company. The service can also be used in diverse ways by users with conventional mobile phones. The users can manage their presence status by means of, for example, an interactive voice response (IVR) system. Sonera Communications Service VIP is a service provided directly from Sonera s network, which means that the customer does not need any data centre solutions of its own. Sonera is responsible for service development and software updates. The service usage costs can be accurately predicted. Furthermore, the service replaces any separate switchboard solutions the company may have, because it includes the features of conventional switchboards (PBX), company-internal (and, if desired, also external) telephone directory with presence details, instant messaging (IM), text messages (SMS) by mobile phones as well as computers and conference call services. For automatic updates of the presence status in VIP, it is possible to integrate physical access control and/or calendar data into the service. To further expand the functionalities of the customer service, it is possible to link the VIP service together with the Sonera Virtual Contact Center service. Sonera Communications Service VIP utilizes VoIP technology for VIP Softphone and IP phones. When calls are made to mobile phones, the standard voice features of Sonera s extensive GSM/3G mobile network are available Service solution The supplier of Sonera Communications Service VIP is TeliaSonera Finland Oyj (hereafter Sonera ). Sonera may use subcontractors in Finland or outside Finland for providing the service or part thereof. The customer chooses the most suitable user profile of the VIP service for each user, and an additional profile to supplement it as

2 needed. The features of the profiles are described below. The minimum number of users in a VIP service solution is 5. X = available * IP phones only ** Sending and receiving text messages using the phone s own functions or through the VIP website. *** calls to a company or teledistrict number User-specific VIP services Basic Basic Plus Pro Mobile Pro Pro Plus Computer User-specific number X X X X X VIP application by profile Computer: VIP Softphone application X X Smartphone: VIP Mobile application X X Terminal device required for the profile: - Smartphone X X - computer X X - IP telephone (X) (X) (X) (X) - Conventional mobile phone X X (X) (X) (X) Online service management X X X X X - instructions X X X X X - update downloads - - X X X - presence status updates X X X X X - logging into groups - X X X X VIP numbering plan Cid numbering plan or teledistrict numbering plan X X X X X Additional profiles for user profiles VIP Customer Service Agent - X X X X VIP Customer Service Manager - X X X X VIP Attendant X X User-specific functionalities Instant messages - - X X X SMSs - ** - ** X X X Presence statuses X X X X X VIP Call Log - - X X X Company directory - - X X X Calling directly from a directory - - X X X Switchboard features - Call transfer X*** X*** X*** X X - Call recording - X* - X X - Call pick-up - X* - X X - Call holding X X X X X - Call parking X X - Reception of faxes X X X X X Conference management tool X X X X X Conference call X X X X X Message box - X X X X VIP website X X X X X Company-specific VIP services VIP service management tool + credentials for the administrator VIP Reporting Integration of physical access control Calendar integration VIP and using a manual fax VIP training: Attendant and Administrator Joint use of VIP and Sonera Virtual Contact Center Joint use of VIP and PBX Attendant Service Joint use of VIP, Basic PBX Attendant Service and PBX Attendant Service for temporary use

3 1.2. Description of the features User-specific VIP services Basic Basic Plus Pro Mobile VIP user profiles In the Sonera Communications Service VIP, the customer chooses the best-suited VIP user profile from the alternatives described below: This profile is suitable for basic mobile phone users who need to be covered by the call attendant service and included in company-internal traffic but who do not need the Unified Communication features of the VIP service. Users of a VIP Basic profile are linked to the solution, after which user presence statuses are available to, for example, attendants and other users of the VIP Softphone and VIP Mobile applications. The profile can also be used as a team-specific voice mail or fax inbox. Users of the VIP Basic profile cannot be included in groups (for example customer service) or call circles (e.g. a hunt group). This profile is suitable for users who communicate mainly by mobile phone or fixed IP phone. The profile is also available on conventional mobile phones. Users of Basic Plus can belong to groups and call circles. The profile also allows for integrating shared conference phones and IP phones in, e.g., lobbies, into the system and using them as group-specific voice or fax mailboxes. Pro Computer This profile is suitable for people who communicate mainly by smartphone and who wish to utilize the communications and service management features of the VIP Mobile application. Pro Plus This profile is suitable for people who work on a computer in an office. The VIP Softphone application meets all the voice and other communications needs of these profile users. The users may also have a basic mobile phone at their disposal. The profile is ideal for people who work on a computer and want to have access to all communications features at their desk as well as on the move, at home and abroad. Calling with the applications included in the user profiles Users of the Pro profile get a graphical user interface that can be installed on their computer and/or their smartphone. The profiles that include a computer also allow calls to be made directly from the computer. Call recipients are chosen from the automatically updated company directory, a personal contacts list, or by entering the recipient s number directly in the user interface. Calls can be transferred from computer to smartphone without the call getting cut off. It is also possible to use the computer to pick up a call answered on a mobile phone without the call getting cut off, if the call has not been placed directly to the mobile number.

4 Depending on, e.g., the settings of VIP Mobile, call-back technology may also available. To make a call, two steps are needed. First, the user places the call from the user interface of the application and then picks it up their mobile phone, after which VIP connects the call to the actual recipient. If call-back technology is applied, the charge for calls placed to the recipient is the same as that for calls from VIP Softphone. User-specific numbering plan Sonera Communications Service VIP requires fixed network and mobile numbering plans managed by Sonera. The VIP user profile includes a user-specifically defined company number and a mobile phone number. The phone numbers of a company in Sonera Communications Service VIP are company numbers) (incl. numbers with the prefix 010, 020 and 030) and teledistrict numbers. Sonera Communications Service VIP utilizes the features of Sonera s mobile network in such a manner that the phone status data (i.e. if the user is engaged in a call) is always shown correctly to the other users and attendants, when the mobile phone is in Finland in Sonera s network. When a call is placed with VIP Softphone and an IP phone, or a mobile phone using call-back technology or a VIP prefix (i.e. a number placed in front of the dialled number), it is possible to select the caller's number based on call routing rules, and the number displayed can also be managed call-specifically, for instance by means of a role (part of the VIP presence status). When a call is made directly from the mobile phone, the mobile phone number is displayed. If the preferred caller ID is the company number, the Cid Number in Mobile Calls service can be activated for the VIP service and the Cid tools can be used for managing the numbers VIP application by profile The details of the users of the service are available in the company directory. The applications and application user interfaces of the service have uniform design and content in all user views. The applications included in the service by profile are: User profile Basic Basic Plus Pro Mobile Pro Computer Pro Plus VIP application by profile and the terminal required by the profile The profile does not require a separate VIP application. The profile makes it possible to connect users with any terminal device to the system and the call attendant service. The profile does not require a separate VIP application. The profile can be used on a non-smart phone. Alternatively, the user can use a SNOM IP phone. The service is managed on the VIP website. Includes the VIP Mobile application for smart phones. Includes the VIP Softphone application for the computer. Includes the VIP Mobile application for smart phones and VIP Softphone application for computers. Online VIP service management All users of Sonera Communications Service VIP are provided with a Sonera VIP home page with credentials. On the VIP home page, the user can find instructions related to the service and download application updates. On the home page, it is also possible, for example, to send invitations to meetings and listen to voice mail messages Additional profiles for user profiles Based on the user s duties, the additional profile VIP Customer Agent and/or VIP Attendant can be added to the user profile. No additional profiles can be activated for users of the VIP Basic user profile. The additional profiles are floating, i.e. the same additional profile (or licence) can be used by several persons, but only one at a time.

5 VIP Customer Service Agent can be added to any user profile, with the exception of the VIP Basic profile. VIP Attendant requires a Pro Computer or a Pro Plus user profile. The additional profile VIP Customer Agent / VIP Attendant is a service providing the customer company customer service group and switching features. Everyone in a group can be reached on a single number. Intelligent call management enables efficient customer service and call switching. Within the group, calls can be set to ring one number at a time or simultaneously in several numbers, and they can be defined to be forwarded from one or several persons to another based on longest availability time or competence level or in a random order. It is possible to define group-specific rules to govern which terminals calls are directed to (for example to VIP Softphone only even when the user also has a mobile phone). The queue functionalities available include competence-based routing in groups, automatic log-out of a customer service agent from the queue (for example after they have not answered two calls), consultation call to the manager, membership in the group based on presence status, and period of rest between calls. Each queue has its own group-specific greeting, queue and progress message that can also include the queuer s placement in the queue and the estimated queuing time. Users can be simultaneously logged into several groups/queues. It is also possible to define various overflow situations in the groups. - Overflow in the case of congestion: When the defined maximum number of calls in a queue or the maximum queuing time is exceeded, the queue is closed from new calls, which will be overflowed to a desired number. When the congestion values defined for the queue are again within the defined limits, the queue is opened for new calls. - Time-based overflowing of a call in a queue in the case of congestion: An individual call in a queue can be overflowed to another answering point (for example, a recorded message) if the call is not answered after the predetermined time. - Overflow when no customer service agents are available in the queue: If no customer service agents are logged into the queue or available based on their presence status, the call is overflowed to a predetermined number. - Time-based overflow of a ringing call on no reply: A queue can be defined to overflow after a desired time to the same No customer agents in the queue overflow number. The defined time depends on how long (in seconds) one or several agents are called and how many times the agents are called successively (e.g. if the ring time is 20 seconds, and the agent is called twice, the call is overflowed after 40 seconds). - Night-time mode overflow: It is possible to define a number in the queue to which calls are directed based on predetermined night-time mode. The manager of customer service / switching manages the groups and is provided with up-to-date information on the groups and answering personnel. The manager can see the call situation of the queues in real time from queue and customer service agent statistics, and add/delete customer service agents to/from the groups, if necessary. The information available on the service for a defined time period (e.g. the last four hours) are: - number of people in the queue - waiting time for the latest answered call - average waiting time

6 - abandoned calls: number of abandoned calls, i.e. those who hung up before the call was answered. VIP Hunt Group Sonera Communications Service VIP also offers a hunt group functionality, which is more simple than a queue. It allows a number of people to answer calls to a single number with different answering point options (mobile phone, softphone and/or IP phone). People can belong to several hunt groups at the same time. Any profile except the VIP Basic profile can be included in a hunt group. It is possible to configure parallel ringing or successive ringing in the hunt group. The service includes call direction based on presence status, i.e. it is possible to set presence statuses (activity and role) whose activation prevents calls to be directed to these recipients through the hunt group. If no-one has answered after a predetermined number of attempts, the call can be overflowed to another number. Messages can be chained before or after the hunt group, and the hunt group includes the time-based routing feature, which means that calls can be overflowed to a desired number for instance at night time. The hunt group distributes calls between different recipients randomly VIP functionalities Instant messages and text messages Service users can send and receive instant messages (IM) securely on all terminal devices. Text messages can be sent from the service to any mobile phone subscription. Text messages sent from the VIP service are invoiced for organization-specifically, and they cannot be allocated individual departments. Text messages sent from mobile phones are invoiced on mobile phone bills, also when they have been written and sent using the VIP Mobile application. Presence statuses Presence status refers to the up-to-date reachability information displayed on a user. The presence statuses of users of Sonera Communications Service VIP are displayed to the others users of the same company. Presence status information is used, for example, for call directing. Calls are directed on the basis of user-specifically defined routing rules. The presence status may be a part of a voice mail greeting. If a user has defined an end time for their presence status, the caller is informed of not only the presence status (e.g. In a meeting ) of the person who is busy but also of the end time of the presence status, as indicated by the user. Attendants switchboard view allows attendants to see the presence status of users connected to the service and the status of the phone ( line busy / available ) before the call is connected, so that pointless connecting attempts can be avoided, and the call can be placed for instance in a queue to wait that the person becomes available. Individual VIP users can manage their presence status on their computer or smartphone, through the VIP home page or by calling the IVR menu. A VIP presence status consists of the following details: - Presence status (activity): at the office, available, teleworking, sick, busy, on lunch, in a meeting, offline, on holiday (the administrator can modify the list of statuses available) - Role: Mobile or Work (the administrator can change the available roles, if desired)

7 - Time when the user will be available again: for example, the end time of a meeting or holiday (note: this is for information only; the status does not change automatically when the end time is reached) - A personal attention message, in which the user can freely write additional information on his/her reachability, for example - Sending and reception of instant messages (i.e. so-called online state) - So-called idle status: the user is online but has not been active on the computer for a while - The line is busy information, i.e. information stating whether the person is on the phone. VIP Call Log Sonera Communication Service VIP features a log function which lists calls made, unanswered and answered in the VIP service. Direct calls from and incoming calls to a mobile number that are picked up on a mobile phone (and not, for example, on VIP Softphone) are not routed through the VIP service and therefore there will be no log entry on them in the VIP log. Any unanswered calls are always shown in the VIP call log. The log thus allows each VIP user to monitor any unanswered calls even when the mobile phone has been switched off or out of the network coverage. Incoming calls from a queue only leave an entry on answered calls. Incoming calls from a hunt group leave an entry on unanswered calls, too, even if someone else has answered the calls. An entry is always made in the mobile phone s own log on calls placed and answered with the mobile phone and on any unanswered calls (if the phone is switched on and within the network coverage area). VIP Call Log does not list calls made to the mobile number of VIP Basic users. Company directory The service provides a user-friendly company directory which, in addition to the names of the persons using the service, lists the following information: presence status, active role (for example Work, the role is not displayed to others in the default settings), number at the office, mobile number, address, company and organization details, desired search details, and any additional details for information. The service has a search function. The user enters the beginning of a name or other detail in the search field, and the directory automatically searches for the information. The search function has several search fields, which reduces the number of individual searches required. There can be several search criteria, which are separated by a space. The VIP Softphone attendant view displays the users who are logged into the switchboard queues, and the search results are highlighted for easy detection. The details of the company-specific directory are automatically updated when new users are added to the service or details are changed. The presence status is also updated in the user interfaces in real time. In their own VIP user interface, users can build a personal contacts list that contains contacts retrieved from the internal company directory and external contacts. It is recommended that only the most important daily contacts be compiled in the personal list. Other contacts are retrieved by means of the search function when necessary. The administrator can also add external contacts either to the whole company or only to certain groups, i.e. create an external telephone directory.

8 Switchboard features The service includes a number of switchboard features, the most frequently used ones including call transfer, call recording (with VIP Softphone or IP phone), muting of ring tone, call waiting, call pick-up, call holding, and call parking. Queue music, night-time mode and personal call queues with call-back are also available. Services during a call The VIP service options include location-independent supplementary services during a call, which are used with the function keys of the user interface on the mobile phone and computer. The services are operated by means of dedicated control codes selected on the mobile phone keyboard. The services during a call include call holding, call transfer, consultation and conference call, and call recording (with the VIP Softphone or an IP phone). Conferencing service The conferencing service of Sonera VIP allows the users to book a conference call through the Sonera VIP home page or using the VIP user interface on their computer. An invitation and calendar entry on the conference, with instructions on how to participate, can be sent to the participants. The company s VIP users receive the link by . When the participants click on the link, the VIP service calls them and establishes the conference connections (using the call-back technology) without that the participants have to enter any separate codes. External participants can also take part in the conference. If their details have been added to the invitation, they will receive the telephone number and PIN code of the conference by . The maximum total number of participants in simultaneous conferences is by default 10 persons. The caller pays the charges from by their participation in the phone conference. By means of the management view of the conferencing service, the user can create new conferences and edit the existing ones. The features of the conferencing service management view include: - Definition of the start and end time of the conference and duration of the conference - Creation of individual and recurrent conferences - Calendar entries: it is possible to send a calendar entry on a conference to both the participants and the convener him/herself - SMS reminder: An SMS reminder is sent to internal users at a certain time before the beginning of the conference. The reminder includes a link through which the users can activate the VIP service to call them so that they can join the conference. Roles VIP allows users to select a profile for themselves. The role selection affects, for example, the caller ID of external calls (with the exception of external calls placed directly from a mobile phone). If desired, it is possible to define dedicated control rules for each role. It is also possible to use the roles to route incoming calls. The default roles are Mobile and Work. For example, in the role Mobile, the number displayed when an external call is made (from a VIP Softphone, IP phone or from a mobile phone using call-back technology or the VIP prefix) is the mobile phone number, whereas in the role Work, the number displayed is a company number or a teledistrict number.

9 Call directing The Sonera Call Directing service can be used to integrate mobile subscriptions into Sonera Communications Service VIP (with the exception of VIP Basic). To ensure undisturbed operation of the VIP service, the settings of the Sonera Call Directing service must not be changed. In the Call Directing service, calls to a mobile phone number are set to be directed at the same time to both the mobile phone and the VIP service. Sonera Call Directing is included in the service. The Call Directing service plays the ring tone to the caller immediately regardless of whether a connection has been established to the mobile phone. Mailbox The user of the Sonera Communications Service VIP gets access to the VIP Mailbox where they can listen to voice mail messages and recorded calls. Calls can be recorded with VIP Softphone or an IP phone. Faxes sent to the user s personal fax number are saved in the mailbox in PDF format. The messages in the mailbox can be listened to with all VIP user interfaces, and they are all available in one location. VIP's mailbox thus replaces the company's other voice mail or mobile voice mail services, as these are no longer necessary. It is also possible to receive faxes in PDF format to the mailbox. An SMS and/or notification is sent on each received fax. The fax may also be an attachment. Fax reception requires a separate user-specific teledistrict or Cid number configured for the purpose. The users manage the mailbox features on their personal VIP home page or in the user interface (VIP Softphone, VIP Lite) on their computer. Notifications of new messages are sent to VIP Softphone. Moreover, an SMS or notification is sent, with the option of the message as an attachment. It is possible to set a greeting message in the voice mail which contains the user s personal or a general message and provides the caller with information on the VIP user s presence status and the end time of the status. Messages left in the voice mail and voice mail settings can also be managed by calling the VIP voice mail number. As VIP service users are provided with a voice mail service, the voice mail service of their mobile subscription is deactivated. However, this does not apply to the users of VIP Basic profile who will continue to have access to the voice mail service of their mobile subscription. Calling the emergency number Emergency calls can be made from the VIP service according to the normal procedure. When a call is made to an emergency number from a mobile phone, it is routed automatically to the nearest emergency centre through the normal mobile network functions. A call made with an IP Phone or VIP Softphone is directed to the correct emergency centre based on the emergency centre area information of the user or the phone. When the service is delivered, the emergency centre area information must be configured specifically for each user based on the location of their office. The customer is responsible for seeing to it that the emergency centre area information is correct. Calls made by an IP phone or VIP Softphone are always directed to the predefined emergency centre, regardless of the actual location from which the call is made, as an IP phone and VIP Softphone are not location-dependent. For this reason, when calling an emergency centre from an IP phone or VIP Softphone, the caller must always tell their accurate location.

10 1.2.5 Company-specific VIP services VIP service management tool for administrators The VIP service management tool for the company s administrator is an online tool available on the VIP home page. By means of this tool, the company's administrator make updates in the company s VIP service. The company should designate at least two administrators for the VIP service. By means of the tool, the administrator can: - edit the details of the existing users, such as the name and search criteria - manage the groups to which the user belongs - create new switching and customer service queues (with the exception of definition of the SMS number) - make changes in existing queues: times, messages - create new and change the existing hunt groups - define the number of presence statuses and their names (NB: if they are changed, the effect on other services must be taken into account) - make changes in user call routings Sonera s Corporate Customer Service adds and removes users on behalf of the customer. If a username is to be changed, the old username must be deleted and a new one must be created, even if the numbers remain unchanged. Also changes in the settings of user mobile profiles (VIP Mobile application) are performed by Customer Service. Moreover, if a number in a queue is set as the caller ID of SMSs, the Customer Service carries out the configuration. The language of the VIP service management tool is English, although otherwise the service is available in English, Finnish and Swedish. VIP Reporting The VIP Reporting service enables the company to monitor the call traffic volumes of its customer service queues, PBX, and users; the distribution of call loads; and call processing data. The reports are available through a separate VIP Reporting website. Running the reports requires that the user has been granted reporting rights. VIP Reporting is an optional VIP supplementary service. Reports can be run for a period of three months. Please note that the reports do not include calls made directly from mobile phones or calls made directly to mobile phones, unless they have been answered on an IP phone or VIP Softphone. Service options of VIP Reporting VIP Reporting comes in two service versions: VIP Reporting Basic and VIP Reporting Extended. The Extended version also includes features of the Basic version. The Basic version includes ready-made templates that are suitable for most purposes. The Extended version additionally includes diverse tools for report build-up and editing of ready-made report templates, enabling the user to create tailored report templates meeting specific needs. Upon separate agreement with the customer, both versions of VIP Reporting can be supplemented with call itemisation reports displaying, with detailed number information, the incoming and outgoing calls of the PBX, groups and other non-personal numbers. In traffic related to a number used personally by a VIP user, incoming traffic is shown in the call itemisation report without number and identification information and outgoing traffic is listed without the last four digits of the number.

11 Functionality VIP Reporting Basic comes with ready-made templates that are searchable with VIP service users, ACD and PBX groups, hunt groups, rule numbers and IVR menus. To run the reports, the user has to specify the period for which the report is to be generated. Once generated, the report opens in the user s reporting tool both as a graphical diagram and as a table. The user can also store the generated report on the computer or send it by in file format. With the tools of VIP Reporting Extended, the user may edit the ready-made basic reporting templates according to needs by adding or deleting report fields. Alternatively, the tailored reporting templates can be created from scratch by selecting the parameters to be included in the reports. The tailored reporting templates can then be stored in the tool and edited further and used for creating new reporting templates. VIP Reporting Extended also enables the user to send scheduled reports automatically in file format to an address at pre-set times. VIP physical access control integration The physical access control is provided as a consolidated hosted web service, implemented together with Sonera s partner. No customer-specific server is needed. The customer buys the physical access control system from their selected supplier (unless the customer already has a supplier). A serial port adapter communicating with the integration service is connected to the customer s access control system. The VIP physical access control integration is compatible with all the most common physical access control equipment available on the market. VIP access control integration is an optional supplementary service for VIP Communications Service. The integration allows presence statuses in VIP to be updated on the basis of the clock in and out data retrieved from physical access control. The clock-in and clock-out data are thus not shown in a separate information field, but presence statuses are updated on their basis. This information is available to all VIP users in all VIP applications, such as Smartphone and VIP Softphone. When the user, for example, clocks in, his/her VIP presence status is automatically updated to Access control: In. This is a one-way function. Thus the information is updated only from the access control to the VIP service, not vice versa. If the note field of the VIP service is empty, the clock-in and clock-out data from the physical access control is entered in it. At the end time (if defined) of the clock-in or clock-out, the presence status is automatically changed to Available, and the note field of the VIP service is cleared. If a user has changed their presence status themselves, the end time of the clock-in or -out does not affect the presence status. VIP calendar integration By means of the VIP calendar integration, the presence status in VIP can be automatically updated on the basis of the customer s calendar system. When making an entry in the calendar of the system, the user can define whether they wish to change the presence status in VIP based on it. Measures the customer is required to take / technical requirements: Sonera s partner sets up a connection on the customer's Microsoft Exchange or Lotus Notes server. The customer must enable this in the firewall settings. In addition, the right to read the users calendar data requires a username and password. In the VIP

12 service, the calendar integration is carried out for everyone with the necessary calendar information complying with instructions specified in their user details. Details of compatible calendar systems are available from Sonera. VIP and using a manual fax The customer can include its existing fax machines in the VIP service through the Fax ATA service. Sonera delivers the related Fax ATA adapters and cables to the customer by post according to the customer s order. The delivery includes general installation instructions that the customer saves in its fax settings. The customer is responsible for the installation of the Fax ATA equipment. The Fax ATA equipment should be installed in the customer s inhouse network. The network should be protected by a firewall. Installing the Fax ATA equipment in an unprotected network is prohibited. Sonera owns the Fax ATA equipment relating to the VIP service. The responsibility for the fax machines connected to the VIP service using the Fax ATA adapters lies with the customer. If the functioning of the fax is critical for the company, Sonera recommends that the customer purchase another Fax ATA adapter as a backup device for system failures. In case of malfunction in the Fax ATA adapter, the customer returns the device to an address given by Sonera and Sonera delivers a new adapter by post to the customer. If the device is broken because of reasons attributable to the customer, Sonera is entitled to charge to the customer the price of the device and the costs incurred for mailing the new device. VIP training The following training programmes are available in Sonera Communications Service VIP: Basic training for attendants over the phone and online is included in the set-up charge of the service when the service is introduced. The training is intended for attendants, and the number of participants per company is 2 to 3 people. The training takes 2 to 3 hours. The contents of the service: - Key attendant features - Introduction to Softphone - Answering, switching and handling of calls - Logging in and out of an attendant group VIP administrator training over the phone and online is included in the set-up charge of the service when the service is introduced. The training is designed for the company s VIP service administrators, and the number of participants per company is 2 people. The training takes 3 hours and covers: - Logic of the administrator s tool - Key features of the tool - Introduction of new VIP services - Changes that can be made to the VIP services Introduction support for VIP service users includes a 3-hour guidance subject to an hourly charge. VIP training includes VIP service user, customer service agent and attendant training of 2 hours in total. The training is subject to an hourly charge, and it is tailored according to customer needs.

13 1.3 Other matters The participants must have sufficient skills in, for example, the use of PC and peripheral device applications, and sufficient language skills for going through applications whose language is English. The customer is responsible for designating an administrator for the VIP application. The administrator is responsible for the use of the application and, if necessary, serves as the support person for the company s other application users. Data processed in the service and their confidentiality The customer understands that the service under the agreement involves the processing of confidential communications such as messages and identification information concerning users such as employees and falling within the scope of privacy protection. In Finland, the customer s right to process users messages and identification information is restricted, for example, by the Personal Data Act (523/1999), the Act on the Protection of Privacy in Electronic Communications (516/2004) and the Act on the Protection of Privacy in Working Life (759/2004). As regards the user information processed in the service, the customer serves as a corporate subscriber as referred to in the Act on the Protection of Privacy in Electronic Communications (2004/516) and, as regards any personal data files created on the basis of the service use, the customer serves as a controller as referred to in the Personal Data Act (1999/523). The customer is responsible for seeing to that: 1) the customer processes the data (including, but not limited to, identification data and personal data) in compliance with the requirements of law as well as authority regulations and directions and in accordance with any instructions provided by Sonera; 2) the customer has performed any actions required by the processing of data, such as the actions provided for in the Act on the Protection of Privacy in Working Life (2004/759), the Personal Data Act (1999/523) and the Act on the Protection of Privacy in Electronic Communications (2004/516); 3) the customer authorizes Sonera to process the data according to item 1) in the manner required by the implementation of the service under this agreement by the customer s assignment in the capacity of the customer s subcontractor and gives Sonera its consent to process the data in question; and 4) the customer has acquired any other rights, permissions and consents needed to process data for the implementation of the service under this agreement. For reasons of clarity, it is stated that the processing of information referred to in items 2 and 4 comprises the processing of both identification data and personal data, and refers to both a) the processing of information by the customer on the basis of this agreement, and b) the processing of information by Sonera as the customer s subcontractor in accordance with this service description. If action is brought or other claims presented against Sonera on the basis of the customer s failure to perform any of the above actions or meet any of its associated obligations, the customer undertakes to compensate Sonera for any damage and costs resulting from such claims and/or from responding to such claims, including litigation and legal expenses. Sonera informs the customer in writing of any claims as referred to in this paragraph within a reasonable time from learning about them. No limitation of liability mentioned in this agreement limits the customer s liability as described in this paragraph.

14 Terminal devices and the operation of the service on different terminal devices Terminal devices are not included in the service, but the VIP applications are installed in the terminal devices already used by the company or acquired for the service. There are several VIP Softphone and VIP Mobile application options for different computer and smartphone operating systems. The list of supported operating systems is being constantly updated and the up-to-date list of supported OS versions is available from Sonera upon request. The instructions for each application version contain a more detailed description of the functionalities of each application. With conventional mobile phones with VIP, it is possible to manage presence statuses, log into queues and edit the user s personal reachability status by a voice-menu-based service (i.e. the user calls a number and, in the voice menu, dials a number on the basis of which the presence status is updated or a function is activated). In the VIP service, calls can always be transferred with a mobile phone regardless of the phone model and the application used on it by means of the DTMF commands (by dialling *#*1 number #), when the call is routed through the VIP service. Calls made directly to the mobile phone number cannot be transferred in this way. In the VIP service, call forwardings and call routings are implemented in the actual service, and thus in order to guarantee undisturbed operation the mobile phone's own call forwardings must not be changed without specific instructions. IP phones Sonera tests and selects the IP phone models that are suitable for the service. Snom IP telephone devices are supported IP desktop and conference phones that are suited for the service. The available and supported models are listed in the Sonera VIP service price list. Analogue conference phones are not compatible with Sonera Communications Service VIP. When ordering Sonera Communications Service VIP user profiles, the customer can also order the necessary IP phones. They are not included in the VIP service. Cygate Oy is responsible for the IP phones and for delivering them to the customer. After the pre-installation, Cygate Oy delivers the phones by post to the addresses given by the customer. The customer is responsible for installing the phones on the premises. The customer is also responsible for the network cable. When the customer has connected the IP phone to the network, the phone establishes a connection to the VIP service platform and retrieves a profile for itself. After the customer has pressed Enter, the phone is available for use. Auxiliary devices Auxiliary devices needed for using the service, e.g. headsets used on the computer in connection with the VIP Softphone application, are not included in the VIP service. The customer must purchase the necessary auxiliary devices itself and also make sure that they are installed in its IT environment. If necessary, Sonera can provide a list of the recommended headsets, including basic installation details. The customer s workstation and IT environment specifications may affect the possibility to install auxiliary devices so that the basic headset specifications tested by Sonera may not work in the customer s environment, but the customer may have to modify them to make them compatible with the customer s IT environment. Requirements for the customer s data network The customer is responsible for the operation and upgrading of its LAN. In order for voice to be carried in the data network, the customer must have an Ethernet LAN

15 network implemented according to common LAN design specifications and equipped with switching devices (preferably voltage-supplying switching devices with IP phones). More specific definitions can be found in the Sonera document Sonera Viestintäpalvelu VIP; Vaatimukset ja suositukset asiakkaan IP-yhteydelle ja lähiverkolle ( Sonera Communications Service VIP; Requirements and recommendations for the customer s IP connection and local area network ). To be noted in service introduction The Sonera Communications Service VIP package and the technology used in it offer a number of functionalities for the company, which may be used by the company as individual services and/or prevent the service introduction. Before the service is introduced, Sonera, together with the customer, will identify any services that may become unnecessary and agree on the associated measures. Such services include, for example, Sonera Mobicentrex, Sonera Mobile Centrex, and Sonera Privatel. Requirements for the introduction of the service - The service is only available for Sonera's mobile phone subscriptions. - Service introduction requires that the customer has an Internet access. - The use of the service requires that the Sonera Call Directing service be activated for the mobile phone subscriptions included in the Sonera VIP service. - The customer must have a teledistrict or Cid numbering plan managed by Sonera, even if the users only have mobile phone numbers. Delivery Sonera will deliver Sonera Communications Service VIP on the basis of the company details and user details provided by the company. The delivery time of the service is approximately four weeks. In the case of joint use or integration of Sonera Communications Service VIP with another service provided by Sonera or a third party, the delivery time is approximately eight weeks. Integration and joint use require a delivery project which is subject to separate agreement. Joint use of VIP and Virtual Contact Center Sonera Virtual Contact Center (VCC) and Sonera Communications Service VIP can be used together. The VIP service (e.g. VIP Softphone) is used as the voice channel for incoming calls. The VCC agent uses the VCC user interface for queue management. An incoming call is identified as a VCC call, to which specific call direction rules apply. Sonera Virtual Contact Center is subject to separate agreement and invoice. Joint use of VIP and PBX Attendant Service Sonera PBX Attendant Service and VIP service can be used together. Calls coming in to the customer s main number are routed to the PBX Attendant Service. From the PBX Attendant Service the calls can be connected normally to a VIP extension. The PBX attendant sees the status of the VIP extension. Sonera PBX Attendant Service is subject to a separate agreement and invoice. Joint use of VIP, Basic PBX Attendant Service and PBX Attendant Service for temporary use Sonera Basic PBX Attendant Service and PBX Attendant Service for temporary use can be used together with the VIP service. In the Basic PBX Attendant Service all calls coming in to the customer s main number are routed to the Basic PBX Attendant Service, which comprises fewer features than the actual PBX Attendent Service.

16 In the PBX Attendant Service for temporary use, the customer can forward calls coming in to the main number to the PBX Attendant Service for temporary use according to need. From VIP, calls can be overflowed to PBX Attendant Service for temporary use in the following cases: - if no agent/attendant is logged in to the queue - if the night-time mode is activated - if the call has been in the queue (in advance) for a predefined maximum time - if the call has been ringing (in advance) for a predefined maximum time The service number of the Basic PBX Attendant Service and PBX Attendant Service for temporary use is of the form xxxxx, and it is configured customer-specifically in VIP in advance. Sonera Basic PBX Attendant Service and PBX Attendant Service for temporary use are subject to separate agreement. Each service is subject to its own service-specific price list. The services are invoiced separately. Changes to the service description Sonera has the right to change this service description. If the service description is changed substantially to the customer s detriment, the customer will be notified of the change at least one month prior to the entry into force of the change. In other cases, Sonera will inform the customer of the changes in the manner and schedule it considers appropriate.