Broadband Phone Service

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1 Broadband Phone Service

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3 Table of Contents Broadband Phone from Consolidated Communications Broadband (VoIP) Phone Configuration Broadband Phones Cisco Unified IP Phone 7975G Cisco Unified IP Phone 7965G Cisco Unified IP Phone 7945G Cisco Unified IP Phone 7962G Cisco Unified IP Phone 7942G Cisco Unified IP Phone 7911G Accessories Power Cube for Cisco Phones Power Injector for Cisco Phones Power Cord for Cube and Injector Wall Mount for Cisco 7900 Phones 7915 Expansion Module Single Footstand for 7915 Double Footstand for 7915 Plantronics Wireless Headset CS55 Plantronics Wired Headset H171 Plantronics Wired Headset Cord LAN Equipment Cisco Express Port PoE Switch Adtran Port PoE Switch Linksys 10/100 8-Port PoE Switch Dlink DSS 24-Port Switch Dlink DSS 16-Port Switch Software Console Assistant SoftPhone Call Recording Uninterruptible Power Supplies (UPS) APC Backup-UPS RS/XS APC Backup-UPS RS 1500 WiFi Cisco WAP200 Access Point Business Features Find Me/Follow Me: Accessibility for Business Cost-Effective Call Center Solutions for Hosted Call Center Agents & Supervisors Record and Monitor Live Calls Application Server Web Portal Features What you need for Service Installation 1

4 Broadband Phone Service from Consolidated Communications [Simply brilliant!] 2

5 [ ] Broadband Phone (often called VoIP, or Voice over Internet Protocol) is quickly becoming the voice and data technology of choice for businesses. To get the most out of your Broadband Phone service, choose a provider that meets key performance points. Consolidated combines voice and data for a cost-effective solution. While some providers offer voice and data services as separate products, Consolidated delivers voice and Internet as a single solution. This is a much more cost-effective delivery method than having connectivity for both services separately. Consolidated runs multiple servers. Some Broadband Phone providers run only one server. Consolidated, on the other hand, may utilize up to seven servers for one customer, such as a media server, voice mail server, Web server and conference server. This results in a much more dependable and multi-functional service. Consolidated provides service on our own proprietary network. With Broadband Phone service from Consolidated Communications, you have a private, dedicated connection to our network. This means we control your voice and data traffic end-to-end, and we provide quality of service to insure there are no delays. Consolidated Broadband Phone service includes all necessary equipment, as well as installation. Consolidated Communications has been delivering voice service for more than a century and also is a proven provider of Internet service. Consolidated provides technical support after the sale. We offer 24/7 technical support plus local sales representatives and engineers who are available to you for troubleshooting and to consult about all your voice and data needs. Consolidated can meet your company s needs now and in the future. We have the technology and manpower to meet emerging needs as your business grows. Consolidated s Broadband phone service included extensive calling features and a Web portal for true mobility. With Broadband Phone from Consolidated, you get top-quality voice services as well as voice mail, unified messaging, a Web portal that s accessible from any PC with Internet access, time-of-day call routing, find-me functionality, and true mobility so employees can work from their homes or when they re on the road. Consolidated has a solid track record. Talk to our other Broadband Phone customers. See one of our Broadband Phone solutions in action. We re confident you ll like what you find. 3

6 Customer Consolidated Global Telephone Netwok Broadband (VoIP) Phone Configuration 4

7 Feature Server Voice Mail Conferencing Server Web Server Public Internet Consolidated Communications Telephone Network Landline Phone Customer 5

8 Broadband Phones << Cisco Unified IP Phone 7975G Cisco Unified IP Phone 7965G Cisco Unified IP Phone 7945G The Cisco Unified IP Phone 7975G is ideal for executives, major decision-makers, administrative assistants and those working with bandwidth-intensive applications on collocated PCs. >> Direct access to eight telephone lines (or a combination of lines, speed dials and direct access to telephony features). >> Five interactive soft keys for guidance through call features and functions. >> A large, backlit, easy-to-read color display. >> A hands-free speakerphone and handset and built-in headset connection. >> Capability to accommodate Extensible Markup Language (XML) applications. The Cisco Unified IP Phone 7965G is ideal for executives, major decision-makers, administrative assistants and those working with bandwidth-intensive applications on collocated PCs. >> Direct access to six telephone lines (or a combination of lines, speed dials and direct access to telephony features). >> Four intereactive soft keys for guidance thorugh call features and functions. >> A large, backlit, easy-to-read color display. >> A hands-free speakerphone and handset and built-in headset connection. >> Capability to accommodate Extensible Markup Language (XML) applications. The Cisco Unified IP Phone 7945G is ideal for most business situations and those working with bandwidthintensive applications on collocated PCs. >> Direct access to four telephone lines (or a combination of lines, speed dials and direct access to telephony features). >> Four intereactive soft keys for guidance thorugh call features and functions. >> A large, backlit, easy-to-read color display. >> A hands-free speakerphone and handset and built-in headset connection. >> Capability to accommodate Extensible Markup Language (XML) applications. 4 Purchase Price: $ Lease Price: $34.95/month Purchase Price: $ Lease Price: $29.95/month Purchase Price: $ Lease Price: $22.95/month

9 POWER ON! Cisco Unified IP Phone 7962G Cisco Unified IP Phone 7942G Cisco Unified IP Phone 7911G The Cisco Unified IP Phone 7962G fits the needs of managers and administrative assistants. >> Six programmable backlit/line feature buttons. >> Four interactive soft keys for guidance thorugh call features and functions. >> Audio controls for high-quality duplex speakerphone, handset and headset. >> Built-in headset port and integrated Ethernet switch. >> A large, backlit, higherresolution grayscale pixel-based display. >> Capability to accommodate Extensible Markup Language (XML) applications and double-byte languages. The Cisco Unified IP Phone 7942G is ideal for transaction workers. >> Two programmable backlit/line feature buttons. >> Four interactive soft keys for guidance thorugh call features and functions. >> Audio controls for high-quality duplex speakerphone, handset and headset. >> Built-in headset port and integrated Ethernet switch. >> A large, high-resolution grayscale pixel-based LCD display. >> Capability to accommodate Extensible Markup Language (XML) applications and double-byte languages. The Cisco Unified IP Phone 7911G fills the communication needs of cubicle, retail, classroom or manufacturing workers or anyone who conducts low to moderate telephone traffic. >> Four dynamic soft keys that provide guidance through core business features and functions. >> A pixel-based display that combines intuitive features, calling information and Extensible Markup Language (XML) services. >> Numerous important security features.. Purchase Price: $ Lease Price: $19.95/month Purchase Price: $ Lease Price: $12.50/month Purchase Price: $ Lease Price: $9.50/month 5

10 EVERYTHING Accessories << Plantronics Wireless Headset CS55 Three hundred foot range. Ten hours talk time. This headset can be used with all Cisco Phones. >> Voice-dedicated 1.9GHz DECT technology provides uncompromised audio quality and the lowest probability of interference. >> The CS55 gives workers 10 hours of unencumbered talk time and the option of remote answering, so they never miss calls when away from the workstation. >> An extended boom and noise-canceling microphone filter out background noise, so listeners hear conversations clearly. >> Both stylish and comfortable, the CS55 can be converted to over-the-ear, over-the-head or behind-the-head styles. >> Includes a one-year warranty. 8

11 YOU NEED! See your sales representative for pricing information. Plantronics Wired Headset H171 Cisco 7915 Expansion Module Wall Mount for Cisco 7900 Phones Convertible, Voice Tube headset. This headset can be used with all Cisco phones. This Module adds additional buttons to a receptionist phone. This mount allows you to place a Cisco phone on a wall. Power Cube for Cisco Phones Power Cord for Cube and Injector Plantronics Wired Headset Cord Used to power Cisco phones when PoE switch is not used. Power Injector for Cisco Phones Use this Power Cord for Power Cubes and Injectors. Single Footstand for 7915 This cord attaches a headset to the phone. Double Footstand for 7915 Remotely powers a Cisco Phone over PoE when a PoE switch is not used. The Footstand attaches the 7915 Expansion Module to the phone. The Footstand attaches the 7915 Expansion Module to the phone. 5

12 LAN Equipment << MAKE THE MOST Cisco Express Port PoE Switch NetVanta Port PoE Switch SRW20MP Port PoE Switch The Cisco Catalyst Express 500 Series Switches are a new family of fixed-configuration managed Ethernet standalone devices that provide wire-speed Fast Ethernet and gigabit Ethernet connectivity, enabling enhanced LAN services for businesses with up to 250 employees. The Cisco Catalyst Express 500 Series offers integrated security, quality of service (QoS), and features optimized for integration with Cisco wireless LAN (WLAN), security, and IP telephony solutions. Use with a battery backup system to insure phones stay up in a power outage. 4 The NetVanta 1234 is a fully managed Layer 2 Ethernet switch designed for costeffective Ethernet switching. This scalable, full-featured product is suitable for networks requiring Layer 2 switching for interconnecting LAN devices or network segmentation. Ideal for new installations, network upgrades, or protecting the organization with advanced security capabilities, these switches are perfect for business-class applications requiring Fast Ethernet. Dlink DSS 24-Port Switch The DSS-24+ is a high-performance unmanaged Layer 2 switch designed to increase cable connectivity to distant servers or backbones. It s an ideal solution for small business environments. For wireless and VoIP, the SRW208MP supports the IEEE802.3af standard for Power over Ethernet (PoE). With automatic load-sensing, the power control circuitry automatically detects PoE on an end-device before providing power. Powerfeeding of Ethernet is limited for fixed 10BASET/ 100BASE-TX ports. Provides maximum output power per PoE port up to 15.4W on all eight ports simultaneously. It also includes independent overload and short-circuit protection for each port and LED indicators for power status per PoE port. Dlink DSS 16-Port Switch The DSS-16+ unmanaged desktop switch adds up to fifteen additional computers or other Ethernet-enabled devices to increase the functionality of your business network.

13 OF YOUR LAN Software << Console Assistant SoftPhone With the Console Assistant, receptionists and group attendants can easily handle incoming calls on screen. >> Line-status indicators for up to 300 phones. >> Corporate directory with point-and-click transfer. >> Drag-and-drop functions. >> Camp-on feature. >> Log-in for multiple users with personal settings. >> 200 speed dials. >> User preference settings. >> Presence information (BLF) for monitored employees, including: Active Out of Service Idle Do Not Disturb Hold Forwarded Ringing Based on Session Initiation Protocol (SIP), this software phone is installed on a laptop computer for use on the go. >> SIP SoftPhone. >> Video support (6.0). >> Network version control. >> Support for up to four lines. >> Shared line appearances (6.0). >> Full Web Portal integration (6.0). >> Tool tray alert of incoming calls. >> Three-way conference. >> Blind transfer. >> Voice mail. >> Do Not Disturb. >> Configuration options. >> Redial. >> Mute. 11

14 UPS and WiFi Solutions << APC Backup-UPS RS/XS APC Backup-UPS RS 1500 Cisco WAP200 WiFi Access Point 4 This battery backup for VoIP equipment provides an uninterupted power supply (UPS) to keep your system operating in the event of a power outage. >> Reserves power capacity and run time for connected equipment that requires battery backup while providing surgeonly protection for less critical equipment. >> Surge-only outlets protect connected loads from surges, spikes, lightning, and other power disturbances. >> Audible alarms provide notification of changing utility power and UPS conditions. >> Battery replacement without tools is quick and easy. >> Microprocessor-controlled battery charging and diagnostic testing ensures maximum battery life. This device provides additional battery capacity for larger installations or extended backup time. >> Provides 865 Watts/150 VA >> Has (6) NEMA 5-15R battery backup connections and (2) NEMA 5-15R surge protection outlet connections. >> Preserves power capacity and run time for connected equipment that requires battery backup while providing surgeonly protection for less critical equipment. >> Provides protection of connected equipment from power surges on the data lines. Add PCs with High-Speed Internet access to your network with no cabling hassle. The WAP200 Access Point enables the addition of Wireless-G (802.11g) or Wireless-B (802.11b) devices to your network without even requiring a power plug. >> Increases wireless throughput and range and reduces dead spots in the wireless coverage area with RangeBooster technology. >> Connects to Power over Ethernet devices, simplifying installation and eliminating the need for and cost of installing external power supplies. >> Protects network traffic to safeguard business information with enhanced security, including advanced encryption and security monitoring for additional visibility. >> Provides consistent network performance with integrated quality of service to support voice and video applications.

15 Broadband Phone Business Features [ Helping your ] business grow! 13

16 [ ] Broadband Phone service from Consolidated Communications has the features your business needs to get the job done. Enhanced Business Feature 911/E911 Description Emergency service calls receive preferential treatment, dropping non-calls when trunks are busy, notifying an on-premise security office or other contact. Abbreviated Dialing Provides for up to 100 two-digit speed-dial phone numbers. Additional DID Dependent on CPE devices, up to three additional DID numbers can ring into a subscriber s prime line providing distinctive ringing. Anonymous Call Rejection Rejects calls from callers who block their Caller ID information. Authorization Codes Provides use access to dialing long distance or international when this code is entered before making an outgoing call. Automated Attendant with Announcements A default (but optional) menu service allowing incoming callers to select a menu choice and be transferred directly to an employee or receptionist, fully customizable to route calls by department, extension, name, hunt groups, lines, queues, externally, etc. Automatic Disaster Recovery Automatically enables the user s Remote Phone configuration in the event that the user s phone goes out of service as a result of a connectivity problem. Billing/Account Codes Allows the user to assign an account code, billing number, project number or client number to a specific call for tracking purposes. Call Back Queuing for ATB Allows the user to initiate a return call when the all trunks busy is rectified. 14

17 Enhanced Business Feature Call Duration Display Call Forward All Calls Description If the subscriber is provisioned with a display telephone, the current call duration time will be displayed across the LCD. Allows a user to forward all incoming calls to an internal or external number. Call Forward Busy Allows a user to forward all incoming calls to an internal or external number in the event that all the subscriber s lines are in use. Call Forward Do Not Disturb Allows a user to forward all incoming calls to an internal or external number in the event the subscriber has enabled Do Not Disturb. Call Forward No Answer If no one answers the phone after a designated amount of ring seconds, this feature will forward the incoming call to an internal or external number. Call Forward Out of Service Automatically forwards inbound calls to an internal or external number if the user s phone goes out of service as a result of a connectivity problem. Call Return When the subscriber dials 69, the most recent * incoming call to this number will be returned. Call Trace When an offensive call is received, the subscriber can trace it buy dialing * 57. Call Transfer Blind Allows a user to extend either an incoming or outgoing call to an internal or external number without announcing the caller. Call Transfer Supervised Allows a user to extend either an incoming or outgoing call to an internal or external number announcing the caller before the transfer is completed. 15

18 Enhanced Business Feature Call Transfer Priority Call Waiting Call Waiting/Caller ID Description Allows a user to extend either an incoming or outgoing call to an internal number immediately. Allows the user to put one call on hold while answering a second call. The subscriber can see the Caller ID information of an incoming call while connected to an existing call. Call Waiting/ Caller ID Manager Allows the user to manage incoming calls without interrupting a current active call. Caller ID Caller ID Block Call Intercept Caller ID Outbound Cancel Call Waiting Shows the name and number of the calling party on the telephone display. Blocks the subscriber s Caller ID name and number information from being shown to the receiving party when the subscriber makes a call. Calls to an old or unused telephone number can be redirected to another number or to an announcement. Calls made form this line can appear as the main line. Allows the user to disable Call Waiting for a particular outgoing call. Class of Service Call Restrictions When provisioned, a subscriber s dialing can be restricted to allow/disallow local dialing, long distance, international calls, etc. Date/Time Display If the subscriber is provisioned with a display telephone, the current time and date in the subscriber s time zone will be displayed on the telephone. DC Pickup Allows a user to choose which ringing phone within their group they want to answer. 16

19 Enhanced Business Feature DID Description Users can be provisioned with direct incoming telephone numbers that do not require inbound calls to go through an attendant before ringing their phone. Do Not Disturb Routes all incoming calls to a subscriber s voice mail account or alternate Do Not Disturb destination. Find Me No Answer Routes an inbound call to a predefined list of locations (e.g., mobile phone, home phone, etc.) when the call isn t answered by the subscriber at their service telephone. Forward to Voice Mail Selectively forwards calls, based on Caller ID, to the subscriber s voice mail account playing their Busy voice mail greeting. Group Pickup Allows a user to answer another ringing telephone within their group. Hold Subscribers can place calls on hold and can resume the call from the same telephone. Hold on Queuing If the user stays on the line when a busy line is reached, the system automatically will attempt to try the call again. Hot Line When the subscriber goes off-hook on this device, it automatically will ring another telephone. Hunt Groups Users can be in a hunt group where incoming calls ring multiple phones in a pattern or all at once. Intercom Allows subscribers to make extension-to-extension calls between IP phones with speakerphones. Last Number Redial Redials the most recent number, internal or external, that was dialed from this telephone. 17

20 Enhanced Business Feature Multi Call Park Description Enables the subscriber to place a call on hold and allows any user with the company to pick up the call. Multiple calls can be parked at one time. Message Waiting Indication Notifies the subscriber of new voice mail messages via visual indicator and/or stutter dial tone (depending on the user s phone s specific capabilities). Meet-Me Conferencing Allows a subscriber to reserve, modify and delete conference reservations and provides for in-conference floor-control features via IVR and or Web-based management window. Multiple Bridged Line Appearances Multi-line telephones can be provisioned with more than one line appearance where the secretary can answer the call, place the call on Hold, and the manager can pick up the call from the line appearance on a different phone. Multiple Station Appearances Multi-line phones can be provisioned with more than one line appearance based on the number of available lines on the telephone. Music on Hold Individual subscribers, groups or entire company s can be provisioned with separate Music on Hold, which can be a music file or music source (e.g., Muzak). Mute Subscribers provisioned with speakerphones can mute/unmute active calls with a single button. N-Way Conferencing Allows a user to initiate a conference call between multiple parties on demand or ad hoc. Non-DID Users can be provisioned with four-, five- or six-digit internal extension telephone numbers that do not require inbound external calls to go through an attendant before ringing their phone. 18

21 Enhanced Business Feature On-Hook Dialing One-Touch Transfer On-Net Flexible Routing Description With certain devices, subscribers can dial a number without picking up the handset. Allows a subscriber to store telephone numbers as speed dial buttons on IP phones to perform quick transfer functions. Ability for on-network calls to attempt to route in-network calls through the service provider network before attempting to route them through the PSTN. This can be configured on a customer-by-customer basis. Permanent Caller ID Blocking Blocks the display of the subscriber s phone number for all outgoing calls (except calls to 911). Priority Call List Privacy Guard Remote Call Forward This feature, based on Caller ID, insures that calls in this list are treated with priority by assigning a distinctive ring to their incoming call. Prevents unwanted anonymous calls from reaching the subscriber. Anonymous callers are prompted to state their name or enter an access code to complete the call. Allows a user to dial a telephone number to enable the Call Forward All Calls feature without being at their IP phone. Remote Phone (Sim Ring) Subscribers can enable this feature to allow the use of an analog phone with all the personality of their IP phone for inbound and outbound calls. Selective Call Block List This feature selectively rejects calls received from a predefined list of telephone numbers. Selective Call Forward List This feature selectively forwards calls received from a predefined list of telephone numbers to a predetermined forwarding destination. 19

22 Enhanced Business Feature Single Channel Park Description Enables the subscriber to place a call on hold and allow any user within the company to pick up the call. Only one call can be parked at a time. Speed Dial Allows a subscriber to store and dial telephone numbers on speed-dial buttons on IP phones or on speed-dial numbers if using an analog phone. Station-to-Station Dialing Allows users to dial other users within the same business group by either a four-, five- or six-digit extension. Time-of-Day Call Routing Subscribers can confirgure time-of-day routing for incoming calls. Urgent This feature is based on Caller ID and, when configured, the call will alert the subscriber through their telephone display when a call is urgent. Virtual Ring Provides indefinite ringing when calls are received from a predefined list of telephone numbers without presenting the call to the user or routing the call to the user s voice mail. 20

23 Find Me/Follow Me: Accessibility for Business [ Designate how ] calls are directed and answered! 21

24 [ ] directed to them based on time of day/day of week. Users also can The Consolidated Communications Application Server allows users to configure how specific calls or all calls will be designate how they wish to answer the calls. Business requirement. Missing an important call can be crucial to a business. Some small-to-medium-sized enterprises conduct virtually all their business over the telephone. Missing a call in this situation could mean that a competitor gets business that was meant for you. Missing an important call from a teacher, relative, doctor s office, etc., also can be just as frustrating and sometimes timeconsuming. Missing a call from your child about a forgotten field trip permission slip after you ve already left for work can cause others to be frustrated by your inability to be reached when you are needed most. Challenges. Just as technology advances, so does the rate at which we are on the go. Today, our personal and business schedules find us darting between meetings and traveling by any means necessary to meet with friends, peers and customers. Rarely are we found at home or sitting behind a desk. If you are one of these on-the-go people and find yourself unreachable by those who need you most, then Find Me is for you. Solution. Consolidated Communications Application Server provides the ability for users to manage the way calls reach them from an easyto-use browser interface. Service providers can provision and control who has access to Find Me and how many call-screening tries can be created. Benefits. The Find Me feature of Broadband Phone service from Consolidated has several benefits: Offers end-user control of incoming calls. Consolidates call treatments and call routing into one easy-to-use interface. Supports routing for: - All incoming calls. - Calls from specific numbers. - Time-of-day routing. - Day-of-week routing. - Multiple filtering levels. Step 1: Choosing a Find Me strategy Start by logging in to your Web Portal or Mobile Portal account. Within the Call Management tab, you can create one or more Find Me sub-tabs. Find Me lists can be one of three strategy types: Ring All. This strategy is implemented only when your main phone number is not answered. Sequential. This strategy is implemented only when your main phone number is not answered. Sim Ring. This strategy routes calls to this list at the same time the user s main number is ringing. 22

25 Step 2: Adding a Find Me list entry. Using the Add function, users can add their own telephone numbers to the Find Me list by using numbers already assigned for cell, home, office and other. Users can enter additional numbers not found in the My Numbers tab using the Other selection. Each Find Me list can contain up to 20 entries. [Insert first screen shot from hard copy.] Step 3: Choosing how a call will be answered. Each number that you add to a Find Me list can be configured to Find you differently. Users who want privacy and share the telephone with multiple people may choose to require that a password be entered before routing the call. Others want callers to enter a simply to ensure that the call is not * routed if an answering machine or voice mail service picks up. Still other users want to route the call immediately without any requirement or challenge. Configuration allows you to determine if you want the incoming Caller ID or the intended recipient to be announced when the call is routed for answering. For example, if you route important business calls to your home and someone else could answer, you can play this message: This is an incoming call for [name] from [number]. Please enter your password to accept the call or press 1 to route the call to voice mail. Step 4: Configuring incoming callers you want to hear. By using the Web Portal, you can control several parameters that provide flexibility about how incoming calls are answered. You can enable or disable a menu played to incoming callers when Find Me is reached in a No Answer situation and your voice mail is enabled. The default menu gives the caller this message: Please wait while we try and locate your party, or press 1 to leave a message. If you don t want callers to know that you aren t in the office (or at home), you can disable this announcement and menu. When the default message is disabled, an incoming caller will hear a traditional ring back or a personalized ring tone if one is applied to the call. Step 5: Configuring timeout values. You also can configure timeout values for each Find Me entry. If a challenge is enabled, the Menu Timeout value controls the amount of time you will hear the repeating menu of what to do with the incoming call. Your choices are: Answer the call with or a password (if configured). * Press 1 to route the call to voice mail. Hang up to ignore the call. 23

26 If you choose to ignore a call, the call will be routed to the next number in the Find Me list. (With a Sim Ring, other Find Me phones still may ring.) The call will be routed to the No Answer destination configured in call treatments or by the service administrator if all destinations have failed to answer. If configured, voice mail is the default ultimate destination. The No Answer timeout determines how long this entry is tried before the next entry is attempted (if you ve chosen a sequential progression) or routed to the No Answer destination. Step 6: Choosing what you see. Enabling the Show Caller ID flag helps you know who s calling. If the flag is disabled, your main number will be displayed, letting you know the call has been routed through Find Me. Step 7: Adding more than one list. You can add up to nine Find Me lists, using them for different incoming callers, different times of day or days of the week. For example, you may want one list to determine how calls during business hours are routed and another list for nights and weekends. Each list can include the same or different numbers and can be configured with different routing strategies and timeout values. Here are examples of sample configurations. Find Me during business hours: - Incoming Sim ring to cell phone - So callers will think you re in the office, there is no Please wait while we locate your party... announcement. - To save time, you aren t prompted to enter a or password to answer your cell * phone. - Disable Caller ID so you can identify work-related calls. Find Me on nights and weekends: - When you don t answer your phone, configure your office phone to go to your cell phone and then your home phone. - Announces to callers Please wait while we locate your party or press 1 to leave a message so they have the option of leaving a message instead of talking to you. - When a call is routed to your cell phone, you must press to answer the call. You can choose * whether to route the call to voice mail or ignore the call if you don t have time to talk. This entry will be attempted for 30 seconds before the call is routed elsewhere. If you don t answer your cell phone and the system is configured to route the call to your home, you can include an announcement that the call is for you and require a password in case someone else answers the phone. Step 8: Apply Find Me to all calls. After one or more Find Me lists are created, you can access the Call Treatment tab within Call Management to edit the default value if you want all calls routed through Find Me. 24

27 From the pull-down selection, choose Find Me and select one of the lists you ve created. Click Save, and all calls will be routed to this Find Me conguration. To add filtering for time of day or day of week, select the Advanced tab at the bottom of the screen. Within Filter 1, select the time range and days of week that the system should try to reach you using the Find Me list created. Select the Find Me treatment and choose the Find Me list created. If another time of day/day of week pattern is needed if the call passes through the first filter, enter it as Filter 2, etc., through Filter 4. The last filter, called Default, is where the call should be routed if none of the time of day/day of week filters is true. This will override what the administrator previously configured. Step 9: Apply Find Me to specific calls. A new Call Treatment can be created by selecting Add at the bottom of the screen if specific incoming calls should be routed to this Find Me list. Complete the fields for Incoming Number (wildcard * is accepted at the end of a string) and Name. Select Find Me from the pulldown and choose the Find Me list created. To add time of day/day of week filtering in the section called Filter 1, select the time range and days of week that the system should try to reach you using the Find Me list created. Select the Find Me treatment and time of day/day of week pattern that should be used if the call passes through the first filter. Enter this as Filter 2, etc., through Filter 4. The last filter, called Default, is where the call should be routed if none of the time of day/day of week filters is true. This will override what the administrator previously configured. Once the filtering information is populated, save the entry. It will show in the call treatment list with a clock icon noting a time-of-day filter is applied. All green icons denote that no time-of-day filtering is applied. 25

28 Step 10: Make a test call. Make one or more test calls to make sure that calls are routed properly. Feature interactions. Table 1 on the next page outlines the order of call treatment precedence (from top to bottom) if the Find Me list is invoked at the beginning of a call (Simultaneous Ring strategy). Table 2 on the next page outlines the order of call treatment precedence (from top to bottom) if the Find Me list is invoked in a No Answer condition (Ring All or Sequential strategies). 26

29 Table 1: Call Treatment Precedence in Simultaneous Ring Strategy Privacy Privacy Guard Anonymous Call Reject New Call Screening Call Block Forward to Number Forward to Voice Mail Forward When Busy Virtual Ring Priority Call Urgent Call Call Forwarding on New Call Forward All Forward When Busy Out-of-Service Routing Direct Inward Dialing Busy Idle Table 2: Call Treatment Precedence in Ring All or Sequential Ring Strategies Out-of-Service Direct Inward Busy No Routing Dialing Answer Call Screening on No Answer Forward on Busy Forward on No Answer New Call Screening Call Block Forward to Number Forward to Voice Mail Forward When Busy Virtual Ring Priority Call Urgent Call Call Forwarding on New Call Forward All Forward When Busy 27

30 Cost-Effective Call Center Solutions [ ] For hosted Call Center Agents & Supervisors. 28

31 [ ] The Consolidated Communications server fully integrated Host Call Center solution allows agents and supervisors access to basic and enhanced call center functionality from any location in the world. Business requirement. Many businesses today depend completely on incoming calls for their business. For example, customer service organizations, catalog sales companies, technical support groups, car services, insurance agencies, physicians offices, and many other businesses require that incoming calls be directed to appropriate personnel to make sure they are answered efficiently. While waiting, callers can be notified of important documents, advertisements and/or legal requirements such as call recording/ monitoring or HIPPA rules. The Consolidated Communications Application Server integrates Call Center functionality in the Broadband Phone solution to insure business users can be part of an Automatic Call Distribution (ACD) queue with access to a vast array of features and applications. An increasing number of businesses that depend on incoming calls as revenue have opted for hosted business solutions to make sure their calls are answered even during natural disasters like hurricanes or other inclement weather. Challenges. Because many PBX/PABX telephone systems have call center solutions as an added piece of equipment or for additional cost, ACD has not always been available to small- to medium-sized businesses due to the cost of investment. Others who migrate from a telephone system with ACD functionality need a seamless transition when they move from an on-premise-based system to a networkhosted platform like the one available from Consolidated Communications. Not all hosted VoIP platforms have integrated Call Center functionality which means purchasing and integrating third-party equipment. Still others who want to keep their current Call Center solutions can integrate with any SIP-based Call Center solution with Consolidated s application. Solution. Consolidated Communications Application Server provides Call Center and ACD capabilities that provide small- to medium-sized businesses with an integrated approach to serving clientele. Consolidated provides flexible announcement trees, time-of-day routing, and multiple routing patterns to extend calls to agents, as well as many agent and supervisor handset features to make answering calls easier. The Consolidated solution allows agents within the same ACD queue to be located anywhere a broadband connection exists if using an IP phone or anywhere their mobile phone takes them as a remote agent. 29

32 Benefits. Consolidated s Hosted Call Center solution provides: Cost-effective integrated access to call center agent and supervisor features. Flexible call routing, announcements and menu trees. Time-of-day routing, overflow routing and advanced call center routing functionality. Consolidated menu services, call routing, call queuing and agent assignments within the same provisioning interface. Support for basic and enhanced ACD functionality, including - Multiple queue assignments. - Wrap time. - Number of calls overflow. - Time-based overflow. - Night overflow. - Multiple agent answering methods. - Remote agent access. - Time of day/day of week routing. - Flexible menu services/ivr. A method for disaster recovery when agents within the same queue are in different locations. Ability for service providers to customize their solution to fit the needs of their end customers. Step 1: Call flow planning. When creating Call Center services, it is important to plan carefully how calls will enter the system, what treatments each call receives while waiting to be answered by an agent, and what resources should answer each type of call. In addition, planning should include treatment of calls that enter the system during non-business hours. Step 2: Create announcements. Announcements should be created using the Announcement Wizard and recorded using any telephone assigned and working in the partition. Before recording announcements, write a script and find a quiet place to complete the recording process. During the Step 1 planning session, you should have accounted for at least two recordings played to incoming callers. For example, the two announcements below could be used with the first announcement being used only once. Thank you for calling [business name]. All of our representatives are currently assisting other customers. However, your call is important to us. Please remain on the line and a representative will assist you momentarily. All our representatives are still busy assisting other callers. Your business is very important to us. Please remain on the line; calls are answered in the order they are received. We will provide you with the same quality service our representatives are now providing to other customers. Depending on the type of incoming calls, you also may need to give instructions to the caller such as please have your account number ready. Some call centers that use call recording are required by law to tell callers that your call may be monitored for quality/training purposes. These items should be included in your recorded announcements. If menu services are used before routing callers to the appropriate queue, these announcements also should be recorded. 30

33 Here are some examples: Business hours menu: Thank you for calling [company name]. Please listen carefully as our menu has changed. - For new sales, press 1. - Existing customers, press 2. - To speak with a customer service representative, press 3. - For billing-related questions, press 4. - If you know your party s extension or to dial by name, press 5. - For all other inquiries or to speak with an operator, press 0. After hours menu: Thank you for calling [company name]. Our business hours are Monday through Friday 8 a.m. to 8 p.m. Central Standard Time. - If you know your party s extension, press 1. - To dial by name, press 2. - To leave a general message for the attendant, press 0. Using the Announcement Wizard, create each announcement while noting the announcement ID assigned for Play and Record. Using the telephone, dial the Announcement Menu Service (default 599) to play and record the announcements you have created. After recording each announcement, play it back for review to insure all necessary elements are included in the recording and that no ancillary noises were recorded. Step 3: Create overflow destinations. Overflow destinations are used to route incoming callers when no agents are logged into the queue or the maximum calls in queue setting is reached. Overflow destinations also can be used to route callers who enter the system outside of normal business hours. Some typical overflow destinations are: Department voice mail only accounts. Hunt groups. Lines of users in the database. Other ACD queues that are staffed 24/7. Offsite answering services via trunkgroups. Number plans used as menu services. Announcements that play to callers, then disconnect them from the system. These need to be created so they can be linked to the queue as an overflow destination. Using the Consolidated Service Administrator User Guide, create the destinations needed for the particular routing in this ACD queue. Step 4: Build ACD queues. Before accessing the System Administration to create the ACD queues needed for call routing, consider these questions: Should the pilot number for the ACD queue be a direct inward dial (DID) number only reached via menus or attendants using a non-did? What announcement should be heard by callers when they enter the ACD queue and no agents are available? (This announcement typically is repeated only once.) What announcement should be repeated to callers who are waiting for their call to be answered by an agent? How many times should this announcement be repeated? What music or advertisements should be played between announcements? How much time should the music or advertisements play before hearing the repeated announcement? Should agents who have remote phone enabled be allowed to answer calls for this queue? 31

34 If all agents are logged out of the queue, do you still want calls to be routed to it, or should they be routed to the overflow destination? What should be used as an overflow destination? (See step 3.) Should there be a limit to the number of calls that enter this queue? Should all agents be given a configured time after answering a call to complete post-call paperwork? Is there a goal or ideal timeframe within all calls should be answered by an agent (for example, 20 seconds)? What users within the partition wish to see a status indication on their telephone showing how many calls are waiting in queue? When calls are extended to agents, what routing mechanism should be used? - Longest idle agent (default). - Round robin. - Top to bottom. - Bottom to top. Once these questions are answered and/or considered, access the Service Administration and create the queue using the Queue Wizard. Then access the Queue Component and enter any data not found in the Queue Wizard and to see the status of the queue. Step 5: Build/modify users. If users already are created in the database within this partition, use the User Wizard to modify and add the queue as a line appearance on the phone. If creating new users, use the User Wizard and follow the steps in the Service Administrator User Guide. Be sure to select a line appearance as the ACD queue just created. Agents can have more than one ACD queue assigned to their phone depending on the type of phone they have. Agents also can have speed dials configured to call their supervisor or to escalate calls already answered to other call centers or destinations. Agents using SCCP or MGCP IP phones can see a display waiting calls indication on their telephone display if the queue is provisioned to provide this. See Step 4. Step 6: Build menu services. Using the Number Plan Wizard, create any menu services that will be used for routing incoming calls to the correct ACD queue. Connect the Incoming Announcement field to the previously created announcement that will give instructions to callers as they enter the Menu Service. Insure that the instructions given to callers match the Number Plan entries for routing purposes. For example, if callers are instructed to press 1 for new sales, then callers should be routed to the New Sales ACD queue when the digit 1 is collected/accepted. If different menu services are provided for business hours and non-business hours, you will need to create two menu services/number plans. Step 7: Time of Day Controllers. Time of Day Controllers can be used at any place in call routing. They can be connected to the Incoming Number Plan to route calls to the day automated attendant during normal business hours and used to route 32

35 calls to a night automated attendant or directly to the General Delivery Voice Mailbox before or after business hours. Time of Day Controllers also can be used when the Queue Pilot number is called from outside the network to route calls to the queue during business hours and to a recorded announcement or other call treatment such as off-site answering services before or after business hours. Create a Time of Day Controller using the Components View in System Administration. Connections as Mode 1 will route during business hours. Connections made as Mode 2 will route calls before or after business hours. Multiple Mode 1 entries can be made if different call routing is needed based on time of day/day of week. Mode 1 override settings can provide coverage on holidays. Step 8: Advanced functions. Each time an ACD queue is created, a corresponding Multi-Announce and Number Plan are created. These can be used to create very flexible advanced routing patterns for call centers. The Multi-Announce component can be modified after it is created to provide different music/announcement sources and call routing based on how long a call has waited in queue for an available agent. This also can be modified to route calls out to an escalation queue once a set time in queue is reached. to the Automated Attendant created with the partition by default. This can be modified to press a defined digit to leave a message in the department voice mailbox to be checked during business hours. Repeating announcements at a certain point in the Multi-Announce can give instructions to callers once they have waited a designated time in queue. Step 9: Ensure call routing is to plan. Once the users have been assigned the queue as a line appearance and, if needed, display waiting calls indication is assigned, make sure that call center routing is functional by plugging in the phones and logging in the agents in order to receive calls. On SCCP and MGCP phones, simply press the line button corresponding to the line appearance for the queue. On SIP phones, enter this star code sequence to log in and accept incoming calls: 10 Log in/log out * - 0 = not ready - 1 = ready The Number Plan component created for the queue can be used at any time while waiting for an agent to become available. This by default is set as press 0 to route 33

36 Record and Monitor Live Calls [You heard right!] 34

37 [ ] You don t have to purchase special equipment or hire an outside Does your business need to record business calls? recording company. Consolidated customers now have the option of recording and monitoring live calls on their Cisco Broadband Phones. How it works. You can choose to record calls two ways: Record Live or On Demand. If you choose Record Live, all calls to and from designated phones will be recorded. On Demand call recording is an application that is installed on a supervisor s computer. When a call takes place, just press the save button and the call will be recorded from the beginning to the end. Even if you press save several minutes into the call, the whole call is recorded. Both Record Live and On Demand allow you to search for calls by date and time and then play the call, the call or save it as a file on your computer. Benefits. No more note-taking. Recording your important calls allows you to keep all the information and review it at any time. This functionality is ideal for board meetings because you can save detailed minutes. Use recordings for training and quality control. This allows you to make sure your customers are treated correctly according to company standards. Recording also is ideal for settling customer disputes. Employee monitoring. Make sure your employees are using company property and time according to policies. NOTE: Please consult your local and state laws so you are fully aware of any legal issues that could be associated with recording phone conversations. You may be required to announce that all calls are being recorded. 35

38 Application Server Web Portal Features [ ] Staying connected has never been easier! 36

39 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Access to Call Logs Web Portal users can have access to their call logs. KEY Access to Company Directory Each business group subscriber has an entry in the company directory that can be accessed by all business group employees in Web Portal, Cisco Services button, Console Assistant, etc. If needed, service providers even can link the company directory to an external database. KEY SP Access to Personal Directory This directory provides access to numbers of contacts that may or may not be part of the subscriber s business group. Each subscriber can have their own personal directory. KEY Add Conference Hide Subject for Privacy When reserving a Meet Me conference, subscribers can choose to hide the subject to keep it private from others. Call Block Web Portal users can set call routing patterns to block all incoming calls or to block only calls from specific numbers. FAC Call Log Add to Directory, Call Treatment, Update Directory Entry From call logs, Web Portal users can add numbers to their personal directory, add a new call treatment or update an existing entry with a new number. Call Log Caller Name/Number Call logs show Caller ID name and number. Call Log Click to Return Call Web Portal users can click any underlined link to return a call. Call Log Date/Time/ Length Call logs show the date, time and length of each call. Call Log Delete Web Portal users can delete their own call logs. Call Log Tracking for Incoming, Outgoing, Missed, Forward to Voice Mail, Call Block Call logs within the Web Portal show incoming, outgoing, and missed calls, as well as calls that were forwarded according to a user-established rule. KEY Call Treatment Delay Configuration Web Portal users can configure their own ring/no answer/timeout value. This value is in seconds rather than rings as different handsets could have different ring styles. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 37

40 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Check Conference Resource Availability When reserving a Meet Me conference, subscribers can check conference resource availability before saving. If resources are not available, subscribers can alternate the date, time and number of participants to accommodate the resource availability. Click to Join Audio Bridge External Number Subscribers can one-click to join the audio bridge external number from the Web Portal as well as Meet Me Floor control application. Click to Join Audio Bridge Internal Number Subscribers can single-click to join the audio bridge internal number. Company Directory Click to Add Call Treatment Subscribers can assign different call routing scenarios based on time of day and day of week when they receive calls from numbers in the company directory. SP Company Directory Click to Call Company directory phone numbers can be dialed by clicking on the underlined links. SP Company Directory Click to Conference Subscribers can one-click to conference in numbers from the company directory. SP Company Directory Click to Leave a Voice Mail Subscribers can click one icon to leave a quick Voice Mail message for another subscriber in the same business group. SP Company Directory Search Users can search the company directory by last name, first name, title and phone number. SP Company Directory Sort Order Users can sort the company directory by last name, first name, title and phone number. SP Conference List shows: Date/Time, Subject, Moderator ID, Guest ID, Length, Participants The subscriber s previously reserved Meet Me conferences are listed and can be modified by the Web Portal user. Corporate Directory Fields (Last Name, First Name, Company, Title, Extension, Office Number, Cell Number, Home Number, Pager Number, Fax Number, Voice Mail, Quick Dial) The Service Provider can modify corporate directory entries once a year or can set up an application to sync with an external database. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 38

41 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Corporate Distribution Groups View/Forward Messages Subscribers can view and use corporate distribution lists to compose and forward voice mail messages. Default Forwarding Treatments Web Portal users can configure one or more default call treatments that can be applied to all calls no matter from what number they originate. Delete Conference Occurrence or All Occurrences Moderators can delete a single occurrence or all occurrences of a Meet Me conference. Attendees Conference Notification Subscribers can send a conference notification to participants via . Export Call Logs to CSV Web Portal users can export their call logs to a CSV file. Export Company Directory Subscribers can export the company directory and edit, save and print it. Export Personal Directory Subscribers can export their contacts from the Web Portal and import them back into Outlook or other PIM applications. Export is in CSV format and can be printed, edited, etc., in Excel or other CSV applications. Find Me Follow Me Calls All incoming calls can be defaulted to previously defined Find Me lists. Find Me Follow Me Answer Controls for Answer, Ignore, or Route to Voice Mail When subscribers answer a Find Me routed call, an IVR instructs them to press * to answer the call, 1 to route it to voice mail or ignore the call. TUI Find Me Follow Me Configurable Menu and No Answer Timeouts Web Portal users can configure menu and no answer timeout values. Find Me Follow Me Enable/ Disable Incoming Caller ID Web Portal users can enable/disable showing the incoming Caller ID. Find Me Follow Me Maximum Nine Lists Web Portal users can create up to nine Find Me lists to route calls in a no-answer scenario. Find Me Follow Me Sequential Ring up to Five Numbers Up to five telephone numbers can be added to a single Find Me Follow Me list within the Web Portal for a sequential ring pattern after the prime number is not answered. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 39

42 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Find Me Follow Me Sim Ring up to Five Numbers Up to five telephone numbers can be added to a single Find Me Follow Me list within the Web Portal for simultaneous ring after the prime number is not answered. Find Me Follow Me Specific Calls Specific incoming calls can be directed to Find Me lists based on time of day and day of week. Find Me Follow Me Time of Day/Day of Week Controls Incoming calls can be directed to previously defined Find Me lists based on time of day and day of week. Find Meet Me Conferences Subscribers can search all the Meet Me conferences within their partition group. Find Meet Me Conferences by Moderator Name, Guest ID, Subject or Date Subscribers can search all Meet Me conferences within their partition by moderator, name, guest ID, subject or date. Floor Control Moderator and Guest Can See and Clear Dropped Calls from their Window Calls dropped by Meet Me participants can be cleared by either the moderator or guest within the application. Floor Control Moderator and Guest See Number of Particiants Joined and Vote Tally from Hand Raise During an active Meet Me conference, all participants can view hand raises as votes. Floor Control Moderator and Guest See Particiant Hand Raise During an active Meet Me conference, all participants can view participant hand raises. Floor Control Sortable Columns Meet Me conferencing Floor Control allows for sorting of all columns within the application. Forward Busy Web Portal users can set call routing patterns to redirect all callers or specific callers to an internal or external number when the subscriber s number is active on another call. FAC Forward No Answer Web Portal users can set call routing patterns to redirect all callers or specific callers to an internal or external number when the subscriber s number is not answered. FAC = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 40

43 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Forward Out of Service Web Portal users can set call routing patterns to redirect all callers or specific callers when the subscriber s phone is not in service. FAC Forward to Number Web Portal users can set call routing patterns to redirect all callers or specific callers to a particular internal or external number. Forward to Voice Mail Web Portal users can set call routing patterns to redirect all callers or specific callers to voice mail. Forwarding Treatments by Time of Day Web Portal users can configure specific call treatments to incoming calls based on the time or day and day of week they occur. Import Personal Directory Subscribers can import their contacts from Outlook or other PIM applications. Moderator and Guest Conference Start/End Countdown Timer During an active Meet Me conference, all participants can view the start/ end countdown timer. Moderator and Guest See Subject, Start Time/ Date, Ports, Length, Guest ID, Dial In Number Click to Call During an active Meet Me conference, all participants can view the subject, start time, date, ports, length, guest ID and link to Click to Call the external audio bridge. Moderator Controls for Change Subject, Add Ports, Extend Conference Time Meet Me Moderators can modify the subject, add ports, and extend conference time from the Moderator Floor Control. Moderator Controls for Mute, Mute All, Play Name, Play All Names, Change Name, Drop, Lock/Unlock Conference, End Conference, All Hands Down, Hand Down Moderators of Meet Me conferences can control the call through both TUI and within the Moderator Floor Control application. Moderator Dial-Out List to Add Participants Moderators can create a dial-out list to be used during an active Meet Me conference to add additional participants. Out of Service Call Treatments All call treatments defined by a user will route calls as defined even when the phone is marked out of service. Call routing precedence tables to not apply. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 41

44 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Personal Directory Add Entry Subscribers can add personal directory entries from the main directory page, from call logs and from incoming voice mail messages. Personal Directory Click to Add Call Treatment Subscribers can assign different call routing scenarios based on time of day and day of week when they are called from a number in their personal directory. Personal Directory Click to Call Personal directory phone numbers can be dialed by clicking on the underlined links. KEY Personal Directory Click to Conference Subscribers can one-click to ad hoc conference personal directory entries in active calls. Personal Directory Click to Subscribers can one-click to entries in their personal directory list. Personal Directory Delete Entry Subscribers can delete personal directory entries. Personal Directory Edit Entry Subscribers can edit personal directory entries. Personal Directory Fields (Last Name, First Name, Company, Address, Office Number, Cell Number, Home Number, Pager Number, Fax Number) Personal directory entries can be modified to add or edit last name, first name, company, , office number, cell number, home number, pager number or fax number. KEY Personal Directory Search Users can search their personal directory by last name, first name or company. KEY Personal Directory Sort Users can sort their personal directory by last name, first name, company and phone number. Personal Distribution Groups Create up to 20 View/Edit/Forward Subscribers can add, view and edit personal distribution lists to compose and forward voice mail messages. Phone Password Web Portal users can modify their own phone password, which provides access to TAPI dialing via Outlook, Softphone, Console Assistant, Cisco Services key, Remote Call Forward IVR, Meet Me Conference Setup, Phone Configurator, etc. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 42

45 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Priority Call Web Portal users can set call routing patterns to mark all callers or specific callers as priority, which will be given a distinctive ring pattern and will reach the subscriber even if Do Not Disturb is enabled. FAC Privacy Guard Access Code Configuration Allows users to configure a threedigit access code that friends and family calling from Caller ID-blocked telephones can enter when prompted by the Privacy Guard IVR. Privacy Guard Enable/Disable Allows users to configure and even import from directories additional numbers that friends and family calling from Caller ID-blocked telephones can enter when prompted by the Privacy Guard IVR. Privacy Guard Selective Caller List Configuration Allows users to configure and even import from directories additional numbers that friends and family calling from Caller ID-blocked telephones can enter when prompted by the Privacy Guard IVR. Profile Web Portal users can configure the default page to be shown when they log in as well as the number of rows they want to view. If enabled, Voice Assistant configuration parameters also are displayed here. Quick Access Meet Me Guest Floor Control Any Web Portal user can enter the guest ID and connect to the guest Floor Control application. Quick Access Meet Me Moderator Floor Control From the main Meet Me window, subscribers can one-click to link into the moderator Floor Control. Quick Access to Floor Control Within the Web Portal, subscribers can access the moderator or guest Floor Control. Reassignment of Phone MAC Web Portal users can use this field to move their telephone number to other like-model telephones, allowing them to hotel between locations without carrying the equipment with them. Teleworkers can use this feature between home and the office. This feature also can be used to move offices without having to move telephone equipment. FAC = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 43

46 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Remote Phone (Sim Ring) Automatic Enable Upon Out of Service Web Portal users can enable/disable routing incoming calls to an alternate number if the prime number is marked out of service. Remote Phone (Sim Ring) Configurable Timeout Before No Answer Web Portal users can configure the no answer timeout value used before redirecting the call to voice mail after Remote Phone. Remote Phone (Sim Ring) Controls for Answer, Ignore or Route to Voice Mail Web Portal users can use TIA control to answer the incoming call, route it to voice mail or ignore the call. TUI Remote Phone (Sim Ring) Enable/Disable Web Portal users can enable/disable routing incoming calls simultaneously to the prime line and one other number. KEY Remote Phone (Sim Ring) Enable/Disable Incoming Caller ID Web Portal users can enable/disable showing the incoming caller ID for all remote phone calls. Remote Phone (Sim Ring) for Outgoing Click to Call Web Portal users can enable remote phone and use an alternate number to initiate click to call sequences via the Web Portal while still displaying the subscriber s prime number for all outbound calls. Remote Phone DID Web Portal users can dial a number and answer and initiate calls from a remote number masking the caller ID of their prime number. TUI KEY Reserve Meet Me Conferences Subscribers who also are Meet Me Moderators can reserve new Meet Me conferences and view/edit conferences previously created using TUI. Reserve Recurring Meet Me Conferences Subscribers who also are Meet Me Moderators can reserve and edit previously recurring conferences. Selective Call Forwarding Web Portal users can define a list of incoming callers who can be directed to the same internal or external telephone number. FAC Sort Conferences by Column Previously reserved conferences can be sorted by date/time, subject, Moderator ID, Guest ID, length and number of participants. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 44

47 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Voice Mail Forward to Web Portal users can add speed dial buttons to their telephones. FAC Speed Dial Add, Edit, Delete Web Portal users can add, edit, and delete their own speed dial numbers. FAC Speed Dials Click to Call Web Portal users can click to call speed dial numbers. FAC TAPI Integration Web Portal users can download the Tekelec 6000 TAPI Server Client and configure it for making outbound calls through Outlook Contacts and other PIM applications. Unified Messaging to Configuration Subscribers can enable/disable making a copy of all incoming voice mail messages and sending them to a predefined address. Urgent Call Web Portal users can set call routing patterns to mark all callers or specific callers as URGENT, which will show on the display (depending on the phone) and in incoming call logs. Virtual Ring Web Portal users can set call routing patterns to redirect all callers or specific callers to a Virtual Ring tone that never will ring the subscriber s telephone and never roll over to voice mail, etc. This can be used for avoiding solicitors or annoying fax numbers/modems that have the wrong number. Voice Mail Add Incoming Call Treatment Subscribers can assign different call routing scenarios based on time of day and day of week when these numbers call the subscriber again. Voice Mail Calling Name/Number Incoming voice mail messages show caller name and number. Voice Mail Click to Call Back Voice mail incoming numbers can be called back by clicking on the underlined links. Voice Mail Click to Play to Phone Incoming voice mail messages can be played from the Web Portal on the subscriber s phone. Voice Mail Click to Play to Speakers Incoming voice mail messages can be played on computer speakers. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 45

48 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Voice Mail Forward to Incoming voice mail messages can be forwarded to other voice mail subscribers via . Voice Mail Forward to Voice Mail With one click, incoming voice mail messages can be forwarded to other voice mail subscribers. Voice Mail Inbox Folder Incoming voice mail messages stay in this folder until they are deleted or saved to the saved folder. Voice Mail Length/ Incoming Date Incoming voice mail messages show date and length of voice mail message. Voice Mail Notification for All Calls Subscribers can choose to be notified of every incoming voice mail message. Voice Mail Notification for Urgent Calls Only Subscribers can choose to be notified of only urgent incoming voice mail messages. Voice Mail Ordering Options for Newest, Urgent, Unheard The order of voice mail messages can be based on subscriber preference of unheard messages first, urgent messages first, or newest messages first. Voice Mail Password Subscribers can change their voice mail password from the Web Portal. Voice Mail Playback Controls: Stop, Play, Pause, Fast Forward, Rewind, Go to End, Go to Beginning, Save, Open The voice mail player to the computer allows subscribers to stop, play, pause, fast forward, rewind, go to end, go to beginning, and save or open other messages. Voice Mail Remote Notification to / Text Messaging Subscribers can choose to be notified of new messages by or text message. Voice Mail Notification to Pager Subscribers can configure remote notification to their pager when new voice mail messages arrive. Voice Mail Remote Notification to Phone Subscribers can choose to be notified of new messages by being called at an alternate phone number. Voice Mail Saved to Folder Previously saved voice mail messages are stored here until they are deleted. Voice Mail Sorting Voice mail entries can be sorted by name, phone number, type of message, time received and length. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 46

49 Application Server Web Portal Features Feature Name Description Feature Activation &/or Deactivation Key Feature Access Provisioning Currently Supported Voice Mail Type Private Notification Incoming voice mail messages show as Private in the incoming list and cannot be forwarded to others. Voice Mail Type Urgent Notification Incoming voice mail messages show as Urgent in the incoming list. Wildcard Use in Call Treatments Web Portal users can enter a wildcard (*) to be used in defining call treatments for incoming callers. For example, a regional sales manager might enter 972*, which would route all calls from the 972 area code to particular treatment such as Find Me Follow Me. = Customer and Service Provider; = Customer; FAC = Feature Activation Code; = Graphical User Interface; KEY = Key System; SP = Service Provider 47

50 What you need for Service Installation [ Make your system] the best it can be. 48

51 For your Broadband Phone service to run properly, your facility must meet several requirements: 1. 10/100 Ethernet switches capable of operating in full duplex mode. All ports used to service IP phones must be operating in full duplex at 100 Mbps. 2. Quality of Service (QoS) functionality on the LAN is required. Minimum required protocol is 802.1p (layer 2 prioritization). Recommended protocol is DiffServ/TOS (layer 3 service differentiation). 3. If the customer s firewall performs stateful packet inspection (SPI) and understands the SCCP protocol, then SPI will need to be disabled for the SCCP (Skinny) protocol. 4. Some NAT implementations, such as Cisco s, also perform payload IP address translation for protocols they understand. Payload translation for SCCP needs to be disabled. Use this command to disable Cisco routers: no ip nat service skinny tcp port The Hosted IP Service uses UDP (User Datagram Protocol) requests to establish two-way communications with IP Phones on customer networks. Firewalls and NAT implementation may block this request and make this communication impossible. UDP session timers must be set to 180 seconds to assure this session may take place. 6. IP phones and PCs running PC application software (Console Operators, etc.) must have clear and open Consolidated currently supports the M6 Applications using these Windows versions: Windows XP SP2 (Home, Professional, and Media Editions). Windows 2000 SP4. Windows 7 (see chart below). M6 Application Compatibility with Windows 7 Application Windows 7 32-bit Windows 7 64-bit Windows 7 XP 64-bit Compadmin (See Note 1) (See Note 1) Administration Web Portal Voice Assistant Meet Me Conferencing Voice Mail Player All other Web Portal Console Assistant (See Note 1) (See Note 1) Softphone TAPI (See Note 2) (See Note 4) (See Note 3) (See Note 4) = Recommended = Not Recommended Note 1: Performance speed varies based upon PC hardware type Note 2: M6 Softphone drivers are not compatible with 64-bit hardware Note 3: When running the M6 Softphone in Windows XP mode, the Softphone is unable to register with the Call Agents due to an XP Mode virtual IP issue. We are waiting for a response from Microsoft. Note 4: TAPI is not supported on 64-bit hardware. 49

52 Business Services Consolidated Communications