Azzurri Call Service Description

Transcription

1 Azzurri Call Service Description Version Control Version Date Author Description /5/9 Tom Bazeley Initial draft for internal discussion /6/9 Tom Bazeley Including material from PCIM team /6/9 Tom Bazeley Interim launch version Page 1 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

2 1. OVERVIEW This document sets out the content deliverables of the Azzurri Call product, which is the core product within Azzurri s Consultancy, Calls & Lines centre of excellence. Azzurri Call consists of the following elements: Outbound calls PSTN and ISDN lines Enhanced services o Online call reporting o Online Inventory o Cost Centre Management o Management Reporting o Audit and Cost Reduction In each of these areas, this document will where relevant - describe the following: element Service options Customer responsibilities 2. OUTBOUND CALLS This service element allows users to make outbound voice and data calls from a fixed PSTN/ISDN BT line to any destination over the public telephony network. Outbound Calls are usually provided in conjunction with PSTN/ISDN Lines, in which case the In-life Provisioning and Incident Management deliverables are identical to those for the latter service element. However, Outbound Calls may be provided without PSTN/ISDN lines (ie in conjunction with another provider s WLR service), in which case the deliverables are as set out below. Outbound Calls are delivered over a public network selected by Azzurri through Carrier Pre-Select (CPS), Indirect Access (IDA) or through wholesale arrangements with BT. CPS requires BT Openreach to configure the user s local exchange to automatically route the designated outbound call traffic from the relevant PSTN/ISDN line to the selected public network. IDA requires specific digits to be dialled prior to the required destination number, which designate the selected public network over which the calls are to be made. The customer s premises equipment (CPE) such as a PBX or an auto-dialler may be programmed to dial these digits automatically. The customer is responsible for ensuring that the correct digits are dialled, unless this has been agreed with Azzurri. Calls cannot be delivered over non-bt (Openreach) lines unless in exceptional circumstances. Page 2 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

3 Service options The customer may choose to bar certain destinations to users. See PSTN and ISDN Network Services and Features. See section 2 below for provisioning process. Where outbound calls only are to be provided to new numbers, the following information must be provided: Telephone number on which outbound call services are required Address of site where telephone line is installed Existing or new account/cost centre/address to which charges are to be billed Call barring requirements See section 2. See section 2. Calls are charged on a per-second basis according to the destination. See Enhanced Services for details of alternative billing services including online billing portals. Customer responsibilities The customer must take responsibility for any existing contractual agreements with suppliers, including volumerelated discount schemes. The customer should make sure that Azzurri are given accurate information about the lines on which call services are to be provided, including CLI and full postal address. Azzurri will help to identify and collate this information, but the customer needs to authorise this. The customer is responsible for authorising any requests for moves, adds, changes and deletions from the call services. If Azzurri are advised in writing of the names of sole authorised representatives, then requests will be restricted accordingly; otherwise the customer should make sure that all requests made to Azzurri are suitably approved. The customer should make sure that any incidents are reported promptly and accurately, and that appropriate checks are made on other aspects of their telephony network/system prior to reporting a fault to Azzurri, where these aspects are not being managed by Azzurri themselves. 2. PSTN & ISDN LINES This service element allows users access to the public telephony network in order to make and receive calls, and provides geographic telephone numbers within the national dial plan. Page 3 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

4 PSTN and ISDN lines are provided to the local BT Openreach exchange through Wholesale Line Rental. Azzurri can only provide services available through BT Openreach s WLR2 and WLR3 product sets. The following BT Retail services cannot be transferred: Remote call forwarding Caller Redirect Ceased/Stopped line BT Payphone Featureline Featurenet Telemarketing Service options PSTN & ISDN lines are normally provided alongside Azzurri s Outbound Calls element, but alternative CPS options may be requested. All line features offered through BT Openreach are available, including the following: DDI CLI presentation Call forwarding Caller redirection Following the initial migration, the customer may, during working hours, request moves, adds, changes or deletions from the services provided. Requests can be made by ing azzurriprovisioning@azzu.co.uk, using the template request form shown below, or via the Online Inventory portal, where this is provided. The provisioning order form and Portal ensures all the key information can be captured allowing the provisioning analysis process to be completed efficiently. Azzurri shall raise the order onto the network provider s order gateway or reject the order within 2 working days of receipt. The customer will also have an agreed allowance of Fast Track requests for urgent orders, which will be raised or rejected within 4 working hours. Orders shall be subject to survey which could be desk based or might require a site survey. Where a desk based survey is sufficient Azzurri shall aim to complete this within 48 hours of order being processed. Where a site survey is required Azzurri shall aim to carry out the survey within 10 working days of the order being processed. Upon completion of the survey Azzurri shall aim to provide a delivery date. Azzurri will endeavour to provide regular updates to the customer either by telephone, or via the Online Inventory portal, to ensure full visibility of the order process. Upon completion the order will be closed and the customer updated accordingly. Below are the forms for New Line Orders, Cease Orders and Change orders. Change Order form Cease Order form New Line Order form Page 4 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

5 Following the initial migration, the customer may, during working hours, report problems to Azzurri by calling The Service Desk will begin the process of creating an incident by asking a series of questions that will help describe the problem and record it. It is important that all of this information is available before an incident can be progressed. Azzurri Communications shall endeavour to proceed with the support process if elements of this information are unavailable, however service level targets will not apply if the lack of information delays the progress of the incident. Once the Service Desk Co-ordinator has finished entering the information, the customer will be verbally given an incident number and its severity level. This number will need to be referred to in all future communication regarding the fault. Azzurri will investigate the problem, and, where it is found to rest with a fault in Azzurri s service, will take action to rectify it. Where the problem is identified as being outside Azzurri s control, Azzurri will advise the customer of the details of the investigation and close the issue. Azzurri will endeavour to provide regular updates to the customer according to the timeframes laid out in the customer SLA. When an inciedent has been resolved, the Service Desk will notify the customer and request confirmation that the fault has been cleared. Upon this confirmation the Service Desk will close the incident. Azzurri aim to meet the following key Service Level Agreement targets All Inbound telephony calls answered within 30 seconds All Provisioning Orders (Provide, Change, Cease) acknowledged within 8 working hours of receipt All Provisioning Requests (Provide, Change, Cease) to be placed on the Network Providers Order Gateway within 2 working days of receipt All Provisioning Requests (Provide, Change, Cease) to be acknowledged by the Network Provider within 2 working days of receipt All Billing Queries to be acknowledged within 8 working hours of receipt Lines are charged on a per item basis, according to product. Customer responsibilities The customer must take responsibility for any existing contractual agreements with suppliers, including volumerelated discount schemes. The customer should make sure that Azzurri are given accurate information about the lines which are to be migrated, including CLI and any numbering provision (eg DDI on DASS2). Azzurri will help to identify and collate this information, but the customer needs to authorise this. If existing BT Retail services exist on migrating lines, these will need to be [N ADAMS TO CLARIFY PROCESS FOR TELEMARKETING ETC] Page 5 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

6 The customer is responsible for authorising any requests for moves, adds, changes and deletions from the call services. If Azzurri are advised in writing of the names of sole authorised representatives, then requests will be restricted accordingly; otherwise the customer should make sure that all requests made to Azzurri are suitably approved. The customer should make sure that any incidents are reported promptly and accurately, and that appropriate checks are made on other aspects of their telephony network/system prior to reporting a fault to Azzurri, where these aspects are not being managed by Azzurri themselves. 3A. ENHANCED SERVICES ONLINE CALL REPORTING This service enhancement allows users access to a website on which call statistics can be viewed and downloaded. Online Call Reporting is provided through a secure website. Online Call Reporting can only be provided for Azzurri billed calls. The customer may only have one user login. Customers should specify that they require online call reporting at the time of order, and nominate name and address of all user via their sales contact. Issues with the Online Call Reporting portal should be reported to the Customer Information Management team 3B. ENHANCED SERVICES ONLINE INVENTORY This service enhancement allows users access to a website covering all Azzurri Call services, and including the following functions: Password-protected logins Restricted access by feature and cost centre Drill-down site/cost centre navigation Site-by-site service schedules Itemised calls Call profiles Itemised rental charges Service ordering online Online order progress tracker Page 6 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

7 Online Call Reporting is provided through a secure website, hosted by Azzurri. Online Inventory is provided over the internet, and its performance is limited by the user s internet connection. Charges and services are assigned to cost centres according to the information provided by the customer. Any unassigned charges and services will be shown as such on the portal unless and until the customer specifies the required assignment (see In-life Provisioning below). Service options The customer may specify the users who will access the portal, and limit access to features and cost centres at user level. SSL encrypted access is provided where specifically requested by the customer. Third-party costs and services can be included in the Online Inventory at additional cost on request and subject to separate contract. During migration, Azzurri will identify the site locations of all Azzurri Call services and confirm these with the customer. The customer will be asked to specify the configuration of the cost centre/site structure Online Inventory (see Customer Responsibilities). The customer-specified cost centre structure will be loaded into the portal database, along with user details. The portal URL will be set up according to customer requirements in the format subject to availability. The Online Inventory will be updated by Azzurri based on the customer s monthly Azzurri Call billing data, and on any Azzurri Call provisioning changes made via the Online Inventory portal. Any Azzurri Call services requested through the Online Inventory portal will be assigned to the cost centres specified on the portal order form. The customer may add or remove portal users and administrators through Administrator-level access as specified during the initial migration. They customer may request up to 1 change per month to cost centre assignments and/or structure by using the request template attached in section 3c. Issues with the Online Inventory portal should be reported to Azzurri shall update the cost data within the Online Inventory following the issue of each invoice, on or before the working day of the month agreed with the Customer. Page 7 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

8 The Online Inventory portal shall be available for no less than 97% of the hours in any calendar month, unless scheduled maintenance is being carried. Azzurri shall advise customers of scheduled maintenance at least three working days prior to that maintenance. Online Inventory is provided as part of an Enhanced Service package and charged, where agreed, on a per-line basis. 3C. ENHANCED SERVICES COST CENTRE MANAGEMENT This service enhancement provides the customer with a pro-active cost centre management service. Azzurri will deliver an electronic cost file with each invoice that shows costs by service type for each of the customer s cost centres, in a template which can be uploaded to the customer s own finance system, wherever reasonably practicable. The cost centre upload file will be delivered either in.csv or.xls format as required, either by to a specified address, and/or via the Online Inventory Online Inventory is provided over the internet, and its performance is limited by the user s internet connection. Service options The cost centre file will be delivered in a template agreed with the customer, up to and including the following populated fields: Telephone number Cost centre code(s) (CUSTOMER SPECIFIC, UP TO 5 FIELDS) Service type (usage, recurring, one-off, wording to suit customer) Service type code (CUSTOMER SPECIFIC IN LINE WITH SERVICE TYPE) Description (AS PER AZZURRI BILLED DESCRIPTION) Customer account number Azzurri vendor reference (CUSTOMER SPECIFIED, UP TO 2 FIELDS) Up to three customer-specific fields to meet generic system requirements, with specified content (eg record type ) Unlimited blank fields to match customer upload templates Customers may specify individual field formatting (ie leading digits, fixed lengths etc) to suit system upload templates. Customers may specify how individual records are to be separated, ie whether one record per telephone number or per cost centre or per service element. During migration, Azzurri will identify the site locations of all Azzurri Call services and confirm these with the customer. The customer will be asked to specify the configuration of the cost centre/site structure for the Online Inventory (see Customer Responsibilities), according to the agreed template. The customer-specified cost centre structure will be loaded into the portal database. Page 8 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

9 Azzurri will agree the Cost Centre File template with the customer (see Service Options above) Where Cost Centre Management is being provided in conjunction with the Online Inventory, the configuration will be the same across both service enhancements. The Cost Centre File will be updated by Azzurri based on the customer s monthly Azzurri Call billing data, and on any Azzurri Call provisioning changes made via the Online Inventory portal. They customer may request up to 1 change per month to cost centre assignments and/or structure by using the request template attached below: Inventory change request The customer may request 1 amendment to the Cost Centre File template per year. Additional changes will be chargeable at a rate of 1,000. Issues with the Cost Centre File should be reported to Cost Centre File Delivery The cost centre file will be delivered to the customer by the agreed working day in each month following issue of the related Azzurri invoice. Cost Centre Updates Cost Centre change requests submitted on or before the 15 th working day in each month will be reflected in the billing output following each request. Change requests submitted after this point will be reflected in the second billing output following each request. Cost Centre Template Changes Cost Centre File template changes will be reflected in the second billing output following acceptance of the change request. Cost Centre Management is provided as part of an Enhanced Service package and charged, where agreed, on a per-line basis. 3D. ENHANCED SERVICES MANAGEMENT REPORTS This service enhancement provides the customer with a Management Report reflecting the costs incurred in each billing period. The content and format of the report is shown in the sample attached below: Management report sample The Management Report is provided in conjunction with Online Inventory and Cost Centre Management, and will reflect the cost centre and site structures agreed as per 3B and 3C above. Page 9 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web si

10 The Management Report will be delivered in.pdf format, either by to a specified address, and/or via the Online Inventory. Management Reports will reflect the cost centre and site details specified by the customer, in alignment with the structures agreed for elements 3B and 3C. Service options The customer may request additional cost-centre-specific reports according to the standard template on a one-off basis for a charge of 500 per report. The Management Report will be produced following agreement of the cost centre/site structure as per 3B and 3C. [Not used] Issues with the Management Report should be reported to [EBILLZ faults ]. Management Report Delivery The Management Reports will be delivered to the customer by the agreed working day in each month following issue of the related Azzurri invoice. One-off Reports These will be delivered wherever possible within 10 working days of a written request. If this is not possible, Azzurri will advise of an alternative delivery date withini 2 working days of the same request. Management Reports are provided as part of an Enhanced Service package and charged, where agreed, on a per-line basis. One-off cost-centre reports are provided for a charge of 500 per report. 3E. ENHANCED SERVICES AUDIT & COST REDUCTION Azzurri will produce an Audit Report based on the customer s baseline costs including the following elements: Cost profile Call destination profile Baseline exceptional costs Projected savings from Azzurri Call tariffs Recommended actions for further cost reductions. Following the delivery of this report, Azzurri will assign a nominated Commercial Co-ordinator for a period of up to 4 months who will work with the customer to implement the recommendations from the Audit Report as agreed. Additional support during this period may also include a call campaign to Page 10 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web s

11 identify the purpose of zero-use connections, and will be defined in a Project Plan detailing roles & responsibilities, actions and risk analysis. At the end of the 4 month period, or when all agreed actions have been completed whichever is earlier, Azzurri will produce a Project Closure/Handover Document, which will include the following elements: Actions agreed from Audit Report Actions completed Savings achieved Actions and issues to be handed over Audit Report Delivery The initial Audit Report will be delivered within 15 working days of the receipt of baseline data, or the Service Commencement Date, whichever is later. Project Handover Document This will be delivered within 15 working days of the completion of the 4 month support period, or on a date agreed with the customer if the Project is completed within the 4 month period. Customer responsibilities The customer is responsible for providing the following baseline information prior to commencement of this service enhancement: Electronic itemised billing data in a usable format (not.pdf) covering a full 3-month period of baseline costs Copies of internal inventory data relating to the baseline costs Complete site list Copies of current third party contracts and pricing schedules Other customer responsibilities will be agreed and set out in the Project Plan. This service element will be carried out solely on the basis of the information provided by the customer. The Audit & Cost Reduction service is provided as part of an Enhanced Service package and charged, where agreed, either on a per-line basis, or as part of a separate agreement for Consultancy services. Page 11 of 11C:\Documents and Settings\adam.borrett\My Documents\6.) Web s