G Cloud Service Description Premier Hosted Voice Software as a Service March 2014

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1 G Cloud Service Description Premier Hosted Voice Software as a Service March 2014 Premier Choice Telecom has been a trusted provider of communications solutions for businesses for over 12 years. Our clients include NHS Trusts, Medical practices, Schools, Colleges, Law firms, SMEs and FTSE 100 companies. We specialise in providing bespoke solutions for businesses because we understand that no two organisations operate in exactly the same way. We aim to make it easy for you to understand the product that you are buying and provide you with a communications solution that is tailored to your needs. The right communications solution will reduce your overheads and streamline your working practices.

2 Table of Contents An overview of the service... 3 Information Assurance... 4 Features... 4 Optional Add On Services... 5 Backup, Restore and Disaster Recovery... 7 On Boarding and Off-boarding Processes and Scope... 7 Pricing... 8 Handsets... 8 Service Management... 9 Service Constraints... 9 Service Levels Financial Recompense Training Ordering and invoicing process Utilisation Reports Consumer Termination Terms Premier Choice Telecom Termination Terms Service Migration Service Provision Data Restoration Consumer Responsibilities Technical Requirements Trial Service Page 2 of 14

3 An overview of the service Premier Hosted Voice is a fully integrated managed telephone service delivered using next generation IP technology. Hosted voice provides you with the functionality of a telephone system, such as transferring calls between extensions without the costly outlay of purchasing or rental of equipment. Features can be added and removed in real time. The key benefits of using Premier Hosted Voice are: Flexibility - Premier Hosted Voice gives you the flexibility to add or remove licenses as and when required. When a new member of staff joins, you simply request a license for that user and a handset to be sent to site. The handsets provided by Premier Choice Telecom are plug and play so a pre-configured handset will be sent to site ready for the new staff member to use. Business Continuity - Disaster recovery planning is simplified with Hosted Voice. Incoming calls can automatically be diverted to another landline or mobile number in the event that your site is unreachable. Reduce call costs Premier Hosted Voice give lower call costs and multiple or branch sites using Hosted Voice or Premier SIP trunks will have free calls to one another. Remote workers can connect their handsets to the internet in any location and make free calls to the office or a branch site. Reduce equipment costs Premier Hosted Voice is managed in the cloud, removing the need for a telephone system on site. This will save money on purchasing, installing, maintaining and upgrading your telephone system. Putting you in control - A web portal is provided to admin users to manage the entire voice system in real time. Auto attendant One free auto attendant is provided per site, with a 1 level call routing service offering 9 options i.e. Dial 1 for support, dial 2 for accounts. When using Premier Hosted Voice, you will be replacing your current telephone lines with a data connection. This can be an existing ADSL Broadband, Fibre Broadband, EFM or leased line. If your current connection does not provide enough bandwidth to allow you to have the required number of concurrent calls then we will be able to provide you with a cost effective solution that will meet your requirements. This can be independent of any other IT infrastructure that you have in place. The functionality of Hosted Voice is managed by Premier Choice Telecom in the cloud. Admin users can be set up within your company who can make changes via a web portal to add and remove features on a per user basis. Page 3 of 14

4 Information Assurance The service is certified to IL2 and the service is ISO27001 compliant. Premier Choice Telecom has been awarded the ISO9001 certificate for our quality management processes. Premier Choice Telecom is committed to providing exceptional customer service. Premier Choice Telecom is an independent Communications Provider which uses the BT network to deliver our IP voice solutions. Features License Suitability Included Features Basic User Meeting room phones. Does not have own voic and cannot control features. Call forwarding Call return Call transfer Call waiting Call hold Three way calling Advanced User Working from a single office but regularly away from desk. Has voic which can be personalised. As above plus: Desktop toolbar Voic Mobile User Works from a variety of office locations and uses at least 1 additional phone. Would like to make and receive calls from multiple devices using the same telephone number. As above plus: Shared call appearance Mobile office smartphone app Description of features Basic User Call Forwarding Calls can be forwarded to a mobile or another landline number or voic . You can choose to forward all calls, forward calls when the line is already in use or when there is no answer. Call Return You are able to call back the last number that called you, whether or not the call was answered. Call Transfer Calls can be transferred to another person. Call Waiting When an incoming call comes in whilst you are on the phone, you are able to answer the call and speak to the other person. Call Hold Allows you to place a call on hold and subsequently retrieve a caller. Three Way Calling Calls can be made with two other parties and all parties on the call can communicate with one another. Page 4 of 14

5 Advanced User Desktop Toolbar Enables you to make and accept telephone calls from your PC. You can change telephone settings from within Microsoft Outlook and Internet Explorer, for example setting up do not disturb. You can add incoming callers to Microsoft Outlook contact V-cards. You are also able to view your call history. Voic You can choose to have voic s sent to you by , which will be sent as a WAV file. You can access your voic from anywhere by dialling into a local number and using a PIN. You can change your greetings, remotely as well as in the office. Mobile User Shared Call Appearance when a call comes into your desk phone, your mobile app will also ring, so that you can pick up your call whether in the office, at home or even abroad. Please note that a WIFI connection is required for this function to work. Mobile Office Smartphone App Allows you to work from anywhere, as long as you have a WIFI connection. Your extension becomes a virtual extension. By using the app to make business calls from outside of the office, you will ensure that your call charges are billed to the office account rather than to the mobile that you are calling from. This is particularly useful when calling from abroad with a WIFI connection. You can set all of your call forwarding features remotely using the app. You can import the contacts from your phone to the mobile office APP. You can access your voic through the app, by dialling the voic extension as you would in the office. Optional Add On Services Call Recording Premier Call Recording seamlessly integrates with Premier Hosted Voice. The service records calls within the cloud. You can also set the service to only record calls at certain times or certain days of the week. If you only wanted to record calls concerning particular phone or account numbers, the system can be programmed for this. Alternatively there is an option to record calls on an ad hoc basis, by dialling a code once the call has started. Even if the call is nearly finished the recording will start from the beginning of the call. Your authorised users will have real time access to recordings, reports, monitoring and alerts all of which is available via a secure web portal. 30 days storage is included as standard with an option to upgrade to enhanced PCI compliant storage for recordings up to 180 days. Recordings can be downloaded from the portal Premier Call Recording can connect to CRM applications to upload recorded call files to specific contacts within the CRM application. Premier Call Recording provides PCI DSS compliance. When credit card details are being given the agent has the ability to enter a DMTF code into their handset to pause the recording and prevent the credit card details from being stored on the call. Recorded calls are encrypted and marked with a Page 5 of 14

6 digital fingerprint. The encryption algorithm used is AES-256 (Rijndael). Encrypting happens once the call has ended before the call is stored online. To ensure that any call tampering is evident, the digital fingerprint uses an MD5 signature prior to encryption. Call Queuing Premier Call Queuing enables you to use your existing number and queue incoming calls in the cloud. A comfort message can be played for the caller while they are waiting for an agent to become free. This is useful for schools, medical practices or any organisations that may experience high volumes of calls at busy times and their callers would prefer to hold than to call back later. The number will be a local number so the caller will not be paying a higher rate to call you. CRM Integration CRM connect is an application for Windows desktop that provides integration with customer relationship management systems. CRM connect will give you the ability to originate and manage calls directly from the CRM application and automatically display CRM information for calls. Incoming calls populate on screen with key information from the CRM. Currently the CRM systems that CRM connect can integrate with are: ACT! By Sage, Goldmine, Linkedin, Lotus Notes, Maximiser CRM, Microsoft Access, Microsoft Dynamics NAV and CRM, Microsoft Outlook, NETSUITE, Sage 50 Accounts, Sage CRM, Salesforce CRM, Sugar, Superoffice CRM, V Tiger and Zoho CRM. Reception Console The reception console is a feature rich desktop application that works with desktop phones, softphones and mobile phones allowing your reception staff to efficiently answer and manage incoming calls. Call management features are: answer, dial, hold, conference, unattended and attended transfer, move to queue. You can use the mouse to drag and drop calls, transferring the call to the selected person. You are able to pick up any ringing extension. You have the facility to intrude on a busy line, which is useful if a member of staff is waiting for an important call. You can switch day and night mode on and off. Call history is available - logging outgoing, received and missed calls. Call statistics are viewable displaying the average hold time and transfer count. Enterprise Edition The Enterprise Edition of the Reception Console includes queuing and support for Outlook and LDAP directory integration. Support multiple Queues Monitor multiple lines Queue Manipulation Ability to add calls to a queue and move calls within a queue Queue Filter Choose which queues to display Queue Statistics Call and queue related statistics Page 6 of 14

7 Backup, Restore and Disaster Recovery Disaster recovery is provided for each license. Every user within your organisation can set up their calls to automatically divert to another landline or mobile in the event that the site is unreachable. A disaster recovery plan will be set up as part of the on boarding process, so that your team have the reassurance that should your site experience a power cut or the onsite equipment is faulty, they will not miss any important calls. On Boarding and Off-boarding Processes and Scope The on boarding process will start when you contact us via or by telephone to sign up. An account manager will be assigned to help you with the on boarding process and help you to select the most appropriate products for your requirements. A data integrity and compatibility check will be conducted to understand your current set up and the configuration and equipment requirements for the Premier Hosted Voice service. We will determine whether the data connection that is in use at present is suitable to carry voice traffic. The data connection is your internet connection for example a broadband or leased line. The above checks may be possible to carry out over the telephone or via . If not then a site visit and survey may be required. This will be arranged for a mutually convenient time, free of charge. Once the service requirements have been understood and approved by both parties, an agreement will be sent for you to sign. This can be sent either electronically or as a hard copy in the post and the signature can be created via E-Sign or by hand. A new number(s) will be supplied or a port request placed on the existing number(s) Any additional kit (for example handsets) will be either sent to site or installed by an engineer on the day of port, depending on the requirements of the job. Training will be given in the format of an easy to understand user guide which will be sent to each user by . Our customer service team are available to help with any queries during start up and throughout the life of your contract. Onsite training will be provided for complex orders for example if new equipment (for example cabling) is to be installed. Once the service is live and complete, you will be able to contact our office for technical support 24/7. The exit process for a customer would be to either cancel their service with us or to transfer their telephone numbers to another provider. Porting agreements are in place between most networks and we will work with the porting team of the network that you are migrating to, to ensure a smooth transfer of service. After cancelling your service with us any data that is held by us for example copy invoices and agreements will be held and destroyed according to data protection regulations. Page 7 of 14

8 Pricing Item Monthly Rental per user Basic User License 6.95 Advanced User License 8.35 Mobility User License 9.75 Call Recording 30 day storage 4.15 Call Recording 180 day storage 5.55 Call Queuing (per number) CRM Connect 4.85 Reception Console SME 6.95 Reception Console Enterprise Please see SFIA rate card for engineer services. Handsets We have detailed below some of the standard handsets that we supply and the price of a preconfigured model which is shipped ready for deployment. The Hosted Voice service currently supports all handsets listed below, which can be purchased preprogrammed from Premier Choice Telecom. Cisco 5xx range Linksys 9xx range (EOL) Panasonic KXUT1xx and KX-TGP500 range Polycom Soundpoint, SoundStation & VVX range Item Price Polycom SoundPoint IP331 Handset Polycom SoundPoint IP450 Handset Polycom SoundPoint IP650 Handset CISCO SPA 501G Handset CISCO SPA 502G Handset CISCO SPA 512G Handset CISCO SPA 504G Handset CISCO SPA 514G Handset CICSO SPA 508G Handset CISCO SPA 509G Handset CISCO SPA 525G2 Handset Page 8 of 14

9 Service Management Premier Choice Telecom has a dedicated customer service team who are available to help with any queries that you may have regarding your service. They are available from Monday to Friday. Through the initial on boarding process we will be primarily dealing with the main customer contact. Our customer service team will also be able to help any user of the service, identifiable by telephone number. Our team of engineers are available to help with any advanced technical questions that you may have. Service Constraints 5 working days notice is provided for any planned engineering works. Upgrade work is scheduled during low volume traffic times and is planned so that it does not affect service. Premier Choice Telecom is responsible for the Hosted Voice service. The Hosted Voice service connects onto your data connection (for example broadband). If the data connection is not supplied by Premier Choice Telecom then the provider of this service will be responsible for the maintenance of the connection up to their terminating equipment. The data connection will then connect into a switch and then your handset. If the switch and handsets are not maintained by Premier Choice Telecom then it will be the responsibility of the maintainer to ensure that these have been programmed as requested by us and are in good working order. Page 9 of 14

10 Service Levels Our customer service team is focussed on helping you to get the right result. We understand what could be causing issues and will ask you a series of questions to ensure that the fault is being correctly identified. Where there is ambiguity about where the fault may be residing data connection, onsite equipment or network we will assist you in and if required liaise with your third party suppliers. A fault is raised by calling into our customer service team; this is to ensure that we are able to ask all of the key information needed to raise a trouble ticket. Queries can be raised by telephone or . The service levels that we work to are: Rating Description Target resolution time Critical Outage Total loss or degradation of service Unable to make or receive calls Target fix time is 4 hours and will be worked on 24/7, 365 days a year. Major Impact Minor Impact Queries Problems that cause difficulty in using the service and which require immediate attention but have not rendered the service unusable. Problems do not significantly impair the functioning of the system and do not significantly The target fix time is less than and no more than 8 hours. Major Impact faults will be worked on Monday to Friday from The target fix time for Minor Impact problems is 48 hours, and will be worked on Monday to Friday from affect the Service Any queries made during office hours which are Monday to Friday from we will aim to respond to within 2 hours. Outside of these times we will aim to respond within 2 hours of the office next being open. Faults are logged 24/7 and the out of hours customer service team is fully trained to diagnose and log faults. Out of hours engineers are available for priority care customers. Please note that when Critical Outage and Major Impact issues are raised, we aim to put in place a temporary solution whilst the fault is being rectified. Financial Recompense Our IP core network runs on average at % availability. We run a robust network and the points of failure tend to be in the data connection for example the broadband. Financial recompense would be nominal and is not offered. The network is proactively monitored at all times as well as being fully resilient and geographically redundant - ensuring the highest levels of reliability and performance. Page 10 of 14

11 Training A user guide will be provided for a basic set up. If a more advanced set up is required with switching equipment and cabling then on- site training will be provided. Our team of engineers will provide telephone support as required through the life of the contract. Additional on-site training can be provided and the price for this is available in the SFIA rate table. Ordering and invoicing process Following the on boarding process customers can place an order with their account manager or another member of the team by or telephone. Once the service requirements have been established an agreement will be sent for authorisation. E-signed or hand signed agreements are accepted, depending on your preference. Invoices are produced on a monthly basis and provide itemised call statistics, usage reports and rental costs on a per number basis. Rental charges are billed a month in advance and call charges are billed a month in arrears. Real time online bills are available via a web portal. The user name and password for this will be provided to the authorised account contact on request from our billing team. We accept payment by BACS, Direct Debit, Cheque and Debit or Credit Card. Invoices can be sent by post, or both and can be ed to more than one person. If the bills are sent by , these are sent in PDF format. If a CSV breakdown is required, this is also available. If you have multiple cost centres then we can send you one bill, rather than many. The one bill will have a line utilisation report detailing the monthly rental and call charges for each cost centre. This will improve efficiency by helping to cut down the time taken analysing separate bills. Utilisation Reports Usage reports are available by logging in online to a web portal and also from the monthly itemised statement sent to the customer billing contact. The reports can show the number of calls made, the telephone number that made the call, the duration, time and date of the call and the number dialled. Reports can be run to show the longest duration calls, the most expensive calls and the most frequently dialled numbers. Consumer Termination Terms Cancellation is to be sent in writing by the customer and one month s notice is required. Premier Choice Telecom Termination Terms The service will only be terminated if a breach of the terms and conditions occurs. Page 11 of 14

12 Service Migration We aim to make the service migration as seamless as possible. If a number port is required as part of the service set up, we will liaise with the current network provider to establish a migration date and time. Currently porting outside of office hours is not supported. This is due to the many different network providers that we have porting agreements in place with. If there is a problem with the port and their porting office is closed then your service would be affected until their porting office reopened. If you were to port your number away from our service then we would work with your new provider to arrange the porting date to ensure that you have the highest levels of customer service at all times. Service Provision In our experience the majority of our customers prefer to or speak to their account manager or the customer services team to make changes to or request additional services. Our account management and customer services teams are fully trained to understand your requirements and provide you with advice to help you to select the right services that will make your business communications more efficient and reduce your costs. However, once established customers are able to log in to a portal if they prefer to request changes to, additions and cancellation of their service online. Data Restoration The platform used by Premier Hosted Voice is located at the following two data centres: Telehouse West and Telecity Group UK Limited. Both data centres are certified to BS :2007 Business Continuity Management. The service has an automated and seamless failover solution; should there be any problems at network level with applications or hardware. This failover would allow the call to remain live should there be a problem with the application or hardware within the network. Page 12 of 14

13 Consumer Responsibilities As part of the on boarding process, we will request your contact details, the details of where the installation is located, the current on site set up and the IP connection that is going to be used for the Premier Hosted Voice service. Without these details we cannot complete the service set up. We would also request your invoicing details and agree the terms of the contract. You will be responsible for the maintenance and proper use of your handsets. If the handsets are not maintained by Premier Choice Telecom then you will be responsible for providing your maintainer the programming details that we give to you to connect your handsets to the Hosted Voice service. It is important that the IP connection used is suitable for the requirements of the Hosted Voice service. We will assess this as part of the data integrity checks and if the current connection that you have is not suitable, we are able to supply alternative, high speed PSN IP connections to support the bandwidth requirements. If using an existing connection, we will provide firewall configuration details to be programmed by the maintainer of this connection to allow the call traffic to flow. Page 13 of 14

14 Technical Requirements A fixed data connection is required which has enough bandwidth to allow the requested number of concurrent calls to be made as detailed in the below specification. G711 and G729 are standard protocols used for voice services over the internet. G711 and G729 convert your voice signal into a digital encoded signal. This allows you to have a secure and high quality conversation over a data line. G.711 Delivers precise speech transmission and has very low processor requirements. G.711 uses approximately kbps of bandwidth to carry one call at a time. For example 10 simultaneous calls would require 1280 kbps (1024kpbs is equal to 1 Meg) G.729 Has excellent bandwidth utilisation and is error tolerant. G.729 has a lower call quality than G.711. G.729 uses approximately 24-35kbps of bandwidth to carry one call at a time. For example 10 simultaneous calls would require 160kbps (1024kpbs is equal to 1 Meg) The standard that Premier Hosted Voice uses is G.711 but G.729 could be used, if required by your telephone system maintainer. We would recommend that any data connections used had Quality of Service set up at network level. You would need to request this from the provider of your data connection. The Quality of Service requirements are: Delay latency less that 150ms one way Jitter no more than 30ms Packet loss less than 1% A quality assured solution would be managed end to end by Premier Choice Telecom, supplying the data connection, service and equipment. Trial Service A demonstration of a working Hosted Voice environment is available in our office. We understand that users may be worried about call quality, after using consumer VOIP products in the past. The business grade Hosted Voice platform that we use has the same call quality as fixed lines, for example ISDN or analogue. We are very happy to make arrangements for potential customers to attend site and trial the service for themselves. Page 14 of 14

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