1 Horizon - Managed Cloud Voice Service Service Description V3.0 Gamma Network Solutions, 2 Manor Court, Barnes Wallis Road, Segensworth, Fareham PO15 5TH Registered in England Number ; Registered Office: 5 Fleet Place, London, EC4M 7RD
2 The information contained within this document, or subsequently provided, whether verbally or in documentary form, is confidential to Gamma Network Solutions ( Gamma ) and is provided to the organisation named within this document only. It shall not be published, disclosed or reproduced wholly or in part to any other party without our prior written consent. Gamma has made all reasonable efforts to ensure the accuracy and validity of the information provided herein and we make no warranties or representations as to its accuracy. Gamma should be notified of all requests for disclosure of Gamma supplied information under the Freedom of Information Act.
3 Contents Contents... 3 Introduction and Purpose... 7 What is Horizon?... 7 Gamma Access and Network... 8 Information Assurance... 8 Disaster Recovery / Backup... 9 Handsets Customer Responsibilities Commonly deployed features Bolt Ons Services Supported by Horizon Call Termination and Call Barring Local Dialling DTMF CLI Presentation Call Diverts Emergency Services Support Number Porting Services Not Supported Horizon Web Portal Administrator End User Horizon Desktop Client Horizon Mobile Client Onboarding Process Implementation Team Project Service Levels Site Survey Ordering Number Porting Installation Horizon - Managed Cloud Voice Service Service Description Page 3 of 41 Gamma Network Solutions All rights reserved. Confidential.
4 Handset Connectivity and Testing...25 Training...26 Customer Administration Training End user training Offboarding Process Service Management Support...28 Support Hours and Contacts...28 Classification of Support...28 Service Levels & Lead Times...29 Provisioning Repair Service Availability...30 Call Quality Performance...31 Service Credits...31 In life changes...32 Handset Returns and Warranty...32 Other Equipment Returns and Warranty...32 Billing and Invoicing Invoicing...34 Appendix 1 Feature Explanation Account codes...35 Anonymous Call Rejection...35 Authentication...35 Authorisation codes...35 Automatic Call Back...35 Busy Lamp Fields...36 Call Admission Control...36 Call Forward Always...36 Call Forward Busy...36 Call Forward No Answer...36 Call Forward Not Reachable...36 Call From Anywhere (Remote Office)...36 Call Log/History (Top 10 missed, received, dialled)...36 Page 4 of 41
5 Call Me Anywhere (Twining) Call Notify by Call Park Call Pickup Call Return Call Recording Inbound and Outbound Call Transfer Call Waiting Calling Line id Blocking Calling Line id Delivery (External) Calling Line id Delivery (Internal) Calling Name Retrieval Calling Policy Call Hold Diversion Inhibitor Do not Disturb Hot Desking Hunt Groups Instant Group Call Last Number Redial Music on Hold Music on Hold (user) N Way Conferencing (Up to 13) Pre-set availability Profiles Scheduling Selective Call Rejection Sequential Ring Speed Dials Voice Messaging Horizon - Managed Cloud Voice Service Service Description Page 5 of 41 Gamma Network Solutions All rights reserved. Confidential.
7 Introduction and Purpose The purpose of this document is to introduce the Horizon product and detail the services that are offered as part of the product offering. What is Horizon? Horizon is a cloud based complete communications service for organisations that provides an extensive range of fixed and mobile telephony capabilities through easy to use web and mobile interfaces. Horizon can be delivered as a private, public or hybrid cloud solution and is directly connected to a number of private and public networks such as Janet. Please contact Gamma to discuss your preferred method of connectivity. The Horizon service allows you to easily manage your business telephony environment whilst enabling your employees to maximise their productivity. The service offers a range of clever features and an emphasis on control and administration through the web that takes the burden away from your IT team. For administrators, you can quickly configure the system according to your organisation s changing requirements, whilst your employees can manage calls easily and effectively through additional services such as desktop and mobile client software. A typical Horizon install would include: 1. Premium handsets Providing high standards of phone interoperability with a choice of handsets from a range of manufacturers. 2. An easy-to-use web interface providing feature control and valuable user information With an experienced in-house software development team, we are able to provide a positive user experience for both using the service and monitoring performance. 3. An IP network, reliable and secure Horizon can operate on both public and private networks, if connectivity is supplied by Gamma then a complete end-to-end service level is achieved. 4. Broadsoft call controller platform Supporting millions of business users worldwide, the World s leading call controller platform from Broadsoft sits at the heart of Horizon providing the broadest feature set and a sole focus on delivering the richest user experience in Unified Communications. Horizon - Managed Cloud Voice Service Service Description Page 7 of 41 Gamma Network Solutions All rights reserved. Confidential.
8 Gamma Access and Network The Gamma network is one of the UK s largest tier 1 providers of voice and data services, switching in excess of 800 million minutes per month over our soft switch infrastructure. Our Next Generation architecture which interconnects to BT at 650 local exchanges has been specifically designed to: Support the end to end automation of customer transactions between our network platforms Facilitate the rapid development and deployment of new product functionality Ensure high levels of system availability via multiple layers of technical and geographic resilience. Interconnect with a range of ISPs and community based networks such as Janet. We offer a wide range of data products and Horizon can be offered in conjunction with one of our data services. For small site offices we offer a range of voice focused and guaranteed connections through our IP Assured or Converged Broadband range, whereas for head offices or larger deployments requiring data access, also fully converged Ethernet and Ethernet over the First Mile (EFM) solutions are available. By using our access solutions, the voice traffic does not leave our network when making or receiving calls, ensuring our focus on quality business IP connections is provided on every call. If an issue does occur, the customer only needs to make one phone call, to our service teams who have sight of the entire call route and are in complete control of resolving the end user s issue. Alternatively, Gamma can provision Horizon over existing appropriate data connectivity. Information Assurance Gamma's Horizon service is covered by our ISO27001, ISO22301, ISO9001 certification and is fully compliant with ND1643. Currently the service is not IL accredited. However, we believe the service will achieve a target Impact Level (IL) of IL2 and are in the process of obtaining certification. Page 8 of 41
9 Disaster Recovery / Backup Our business continuity capability is built into the architecture of the network, our support systems, organisational structure and business processes and is certified to both ISO27001 and ISO Our physical infrastructure is based in multiple geographic locations and we have multiple levels of resilience should we see components fail. This includes essential services such as power and air-conditioning. Our service platforms and billing systems are housed in a replicated server environment with several layers of backup systems and process, including offsite storage. Horizon - Managed Cloud Voice Service Service Description Page 9 of 41 Gamma Network Solutions All rights reserved. Confidential.
10 Handsets Horizon can be used with a range of handsets from a choice of manufacturers, and is not tied to one type of manufacturer or hardware for an installation. We currently can provide a wide range of Cisco or Polycom devices from basic to executive, wireless, desk based or wall mounted. Page 10 of 41
11 Customer Responsibilities As part of the Horizon offering we can provide handsets and the installation of the service. The customer is responsible for the power on site, the cabling on site and the data LAN, as well any 3rd party equipment that they may have or wish to use with the Horizon service. Alternatively, Gamma can supply cabling and LAN switching as part of the monthly service fee. Horizon - Managed Cloud Voice Service Service Description Page 11 of 41 Gamma Network Solutions All rights reserved. Confidential.
12 Commonly deployed features Gamma's Horizon is a feature rich solution, for clarity the frequently used features are: Account codes Authentication Automatic Call Back Call Admission Control Call Forward Busy Call Forward Not Reachable Call Log/history (Top 10 missed, received, dialed) Call Notify by Call Pickup Call Recording Inbound Call Transfer Calling Line Id Blocking Calling line Id Delivery (Internal) Calling Policy Diversion inhibitor Hot Desking Hunt Group Regular Hunt Group Uniform Instant Group Call Music on Hold N Way Conference Calling (Up to 13) Preset availability Profiles Scheduling on Hunt Group Sequential Ring Anonymous Call Rejection Authorisation codes Busy Lamp Fields Call Forward Always Call Forward No Answer Call From Anywhere (Remote Office) Call me Anywhere (Twining) Call Park Call Return Call Recording Outbound Call Waiting Calling line id Delivery (External) Calling Name Retrieval Call Hold Do not Disturb Hunt Group Circular Hunt Group Simultaneous Hunt Group Weighted Distribution Last Number Redial Music on Hold User Number Presentation Scheduling on Auto Attendant Selective Call Rejection Speed Dials Voice Messaging User and Hunt Group For feature explanations for the above, please refer to Appendix 1 of this document. Page 12 of 41
13 Bolt Ons At present Horizon has the following chargeable service additions that may be applied: Call Recording Storage It should be noted that the cost of call recording storage will vary, dependent upon the number and size of the calls recorded. On average you can expect 1 minute of recording to use around 0.2MB of storage. Call recording storage is provided in a range of charging tier s and designed to complement the on demand or X% of calls recorded capability over both user and groups. Recordings are held for 6 months from the date of the call and will then be deleted so we recommend that call recordings are downloaded if required for more than 6 months. Horizon - Managed Cloud Voice Service Service Description Page 13 of 41 Gamma Network Solutions All rights reserved. Confidential.
14 Services Supported by Horizon As part of the core product offering we also provide the following services: Call Termination and Call Barring Gamma will support voice calls to all UK, mobile and international destinations. Call barring is available for the following destinations: UK national 01, 02, 03. UK mobile 07 UK non-geographic (05, 08 and 09) International 00, 155 International mobile Directory Enquiries (118 XXX) Operator Services Emergency Services 999/112 Local Dialling Local dialling, where you dial a number without the area code, is supported on Horizon and a full area code does not need to be dialled for local calls. Please note that the local area is defined as the user s DDI, or where not assigned the main site DDI that the user is associated to. DTMF DTMF is the ability for the network to identify the digits on a handset that a caller can press and this is supported over Horizon. CLI Presentation CLI Presentation is supported on Horizon and allows an administrator to present a choice of either the Site number, Withheld aka Private or User DDI. The numbers presented have to be Horizon numbers either allocated at point of order or ported to the Horizon product. Alternative Number Presentation is also available where any number owned by an End User can be presented, as long as it meets Ofcom guidance on CLI Presentation. Page 14 of 41
15 This means it must be: A Diallable number, or A number that has been received, from the public network and passed on unchanged It will have been allocated either to the caller or if allocated to a 3rd party only used with the 3rd party s explicit permission It must not be a number that generates an excessive call charge (i.e. one prefixed 090 or 091) It is supported by an underlying network number and service For calls to the Emergency Services Operator, the presentation to the Called Party will always be defaulted to the Site Number allocated to the Company, and where address information is stored. Call Diverts Where call diverts are setup from the Horizon user account to an external number then the following rules will be applied: User Provided CLI / Outgoing Caller ID Presentation to Called Party * CDR Record * Site Number Site Number Site Number Private The displayed presentation to the called party will be dependent on what is supported within the destination network. For example Unavailable or Private Number may be presented to the called party Site Number Individual CLI Individual CLI Individual CLI * Note: In the case of call divert, the Presentation CLI and CDR Record entry will be a number from the HORIZON Platform, not the originating CLI of the calling party. Emergency Services Support The emergency services can be accessed through Horizon by dialling either 999/112. When provisioning the Horizon service Gamma will ensure that the site CLI defined by the Customer is logged in the emergency services database, with a VoIP service type and address information provided to us. This will ensure that where an emergency call is presented the operator will always aim to confirm the address with the customer because of the nomadic capabilities of these numbers. However aside from this, the call will be handled no differently to a traditional analogue call. To ensure the correct record is always accessed by the emergency services, Gamma will default the outbound CLI presentation for any 999/112 call to be that of the defined site CLI for that user. Please note that maintaining the correct site CLI and address details for the site, is the Customers responsibility, however it is accepted for remote users this will be based on best efforts. Horizon - Managed Cloud Voice Service Service Description Page 15 of 41 Gamma Network Solutions All rights reserved. Confidential.
16 Horizon also does not operate identically to traditional phone systems and lines when contacting 999 or 112 emergency services, in that if an underlying component of an IP network fails, calls cannot be made. Scenarios that could impact the ability to make emergency calls are: During a service outage, where an end customer loses connectivity, for example owing to a power outage or the failure of DSL routing equipment If an end customer s account has been suspended In such circumstances the end customer should ensure they have an analogue phone available to plug into a PSTN line, however in reality it is likely mobile devices will be available to use. Other consideration should be given on design and installation for sites where specific issues are known, e.g. power outages and backup power options. Please note that in the event of such an emergency, there are a number of features Horizon can implement to ensure incoming business is maintained whilst the emergency is dealt with. Please discuss this with your account manager if you need specific examples of disaster recovery plans that could be implemented. Number Porting In order to port a number Gamma must have a porting agreement in place with both the current owning provider and the original range holder. Page 16 of 41
17 Services Not Supported Horizon does not at present support the following services: Analogue phones and devices, although a terminal adapter box can be used to connect these if required ISDN Data calls Numbers not allocated to the Horizon platform International number presentation (we cannot guarantee presentation of a UK CLI across International carriers) Door entry options IP Handsets that have not been supplied by Gamma Call Recording service on Horizon is not currently PCI compliant Some manufacturer advertised functions on the supplied phones are not available on Horizon We strongly recommend that fax and franking machines are used on a separate analogue line rather than included within the Horizon solution using an Analogue Terminal Adapter (ATA) Horizon - Managed Cloud Voice Service Service Description Page 17 of 41 Gamma Network Solutions All rights reserved. Confidential.
18 Horizon Web Portal Horizon can be accessed at and supports Internet Explorer 6.0, 7.0, 8.0, 9.0, Mozilla FireFox, Safari, Chrome, and Opera. Administrator The company administrator has the ability to change service options and establish departments and policies as well as managing numbers and subscriptions over the whole company. Company Administration The ability to define for the company the call profiles, service options, company portal, and company voice portal amongst other key information and options. Site Management The ability to define per site the main site DDI, and additional key information such as Schedules, Music on Hold, and Call Barring. User Management The ability to create users of the system and assign them a phone to activate the devices supplied. You can also assign a telephone number, decide on any call barring, and give them optional services such as Voic , controlled from the system login provided. Group Management The ability to manage incoming calls and present a profile image for your company through the use of Auto Attendants and Hunt Groups. The administrator can also access statistical information across the company for both inbound and outbound calls. Page 18 of 41
19 End User On logging in for the first time the user will be prompted to setup a few basic features to establish their user account including: Call Handling decide how to route incoming calls Twinning the ability to phone a mobile device or another number if your phone or extension is dialled Change of password change the password assigned to ensure this is unique to the user From the Horizon dashboard users have the ability to influence a number of user settings as well as review their own call usage and performance. The dashboard can be customised to ensure your users achieve the best view for their specific needs. Functionality for end users includes: Call handling - inbound and outbound Click to dial Call forwarding, call waiting, call transfer etc. Manage profile settings - call routing based on pre-set profiles such as "out of office", "unavailable" etc. View individual user call statistics - made, missed, received etc. Blacklist nuisance callers Setup speed dials Setup Hot desking ability Setup Remote office Horizon - Managed Cloud Voice Service Service Description Page 19 of 41 Gamma Network Solutions All rights reserved. Confidential.
20 Horizon Desktop Client The Horizon desktop client has been designed to be used in conjunction with the core Horizon service, and allow connection of either a Mac or PC desktop/laptop device. The desktop client for PC has been tested to work with the following operating systems: Windows XP, Vista, or Windows 7 Other operating systems may also allow the client to run without issue, but support of these is not provided. The client provides additional features through an easy to use software client: Soft Phone Instant Messaging Presence Management of your existing Horizon account Page 20 of 41
21 Horizon Mobile Client The Horizon mobile worker client allows users to utilise their smartphone as a Horizon extension. We currently support Apple ios and Android. The mobile worker client can be used to ensure that a user who is out of the office or moves between them on a regular basis, can simply use their mobile device for all telephony purposes. This enables the user to work from anywhere with a good quality data connection and remain part of the company's telephony environment. It also ensures that any call charges are always billed back to the company, and as it utilises an IP connection ensures there are no high call costs as you may expect if say you were working from a hotel room or international office. Horizon - Managed Cloud Voice Service Service Description Page 21 of 41 Gamma Network Solutions All rights reserved. Confidential.
22 Onboarding Process The Horizon service is ordered and delivered as per the below process flow. Throughout this process, detailed status updates will be provided to the customer to ensure that they are fully aware of when the service will be delivered. Implementation Team The Implementation Team has key responsibility for: Project management for all elements of a Horizon installation Technical validation of the Horizon solution Confirmation of the configuration with the customer Provision of the access i.e. broadband, Assured, Converged Broadband, Ethernet Management of the installation with our Installation Partners Management of the porting of customer geographic numbers as required Project handover to the Customer Development Manager Opening Hours Function Standard opening hours Exceptions Out of hours cover (for escalations) Implementation Team Monday Friday 09:00 17:00 Closed UK bank holidays 24/7 for fault escalations please refer to the Managed Service Desk Installation Team Monday Friday 09:00 17:00 Closed UK bank holidays but out of hours installations can be specifically agreed Customer specific Page 22 of 41
23 Project Service Levels All stated timelines are from the receipt of a fully validated order which comprises a fully completed Customer Requirement Form, Horizon proposal tool and a signed service agreement. The timelines exclude any activity that requires site survey, non-gold addresses or installations that require additional line plant. They are also subject to supplier engineer availability and failure to meet the guidelines below will not result in any financial compensation. All timelines are stated in working days. Action Order acknowledgement Configuration call agreed with customer (assuming customer availability) Completed configuration details sent to customer Site survey date set (assuming customer availability) Site survey visit Survey report provided and revised quotation confirmed * Installation date agreed with customer Project handover to Customer Development Manager Timeline 1 day following receipt of complete order details 1 day from order acknowledgement Within 2 days of the configuration call 1 day from order acknowledgement Between 1 5 days unless this is not suitable for the customer Within 6 days from date of site survey Subject to access completion or within 2 days of receipt of the revised quotation by the 15th calendar day of the following month after installation Site Survey For solutions with 30 or less users, we would generally provide a quotation to the customer and if accepted, we would agree a date for installation of the solution. There is no need for site survey in this case. For solutions with 31 or more users, we will complete a site survey which will ascertain what is currently on site and what is required to support the intended solution. In order to start this process, the Customer Requirement Form should be completed to provide the full detail of the solution that has been discussed with the customer. We will arrange for a full site survey to be carried out at a conveniently arranged time. A member of our Installation team will attend your premises and action/discuss the following: Location of the PSTN line Available power sockets and stability of power Power requirements, and number of Power over Ethernet switches needed Location of new CAT 5/6 cabling, and location of handsets Location of the mains comms room/box and relevant structure Environmental survey, e.g. electrical interference, post code checks Horizon - Managed Cloud Voice Service Service Description Page 23 of 41 Gamma Network Solutions All rights reserved. Confidential.
24 Confirmation of configuration of the Horizon system with appropriate contact Identification of training with appropriate contact Confirmation of sign off authority Once this is completed, a confirmed quotation will be provided detailing what will be required to complete the installation. Once the quotation and the work have been agreed, the relevant orders will be placed. For certain Horizon solutions, the equipment maintenance contracts can be offered which will include the replacement of the equipment supplied as part of the Horizon service (excluding the handsets). We strongly recommend that the customer considers the various options for equipment maintenance that are available as it can take up to 2 weeks to replace service affecting equipment without an equipment maintenance contract being in place. For more information, please see the Installation Services service description. Irrespective of the size of the solution, all customer requirements will be captured on the Customer Requirement Form which is agreed by all parties prior to installation. Please note that some requirements such as power and environmental factors are not within our control. It would be the responsibility of the customer or the landlord responsible for the property to resolve if preventing service establishment or is identified as the cause of service impacting faults. Ordering All order requirements will be discussed with you by your Business Development Manager or your Customer Development Manager. The main documentation required to place an order for Horizon are the completed order form, following a detailed quotation, and the Customer Requirement Form, which details the full solution requirements. As part of the order, we would ask the customer to ensure that a named technical contact at site is provided who will be attendance and responsible for the initial site survey, the subsequent installation and then the final approval of the installation. This person should also be the main site administrator and so should also be readily available to deal with resolving on site requests. Number Porting In order to port a number we must have a porting agreement in place with both the current owning provider and the original range holder. A full list of porting agreements is available from your Customer Development Manager. Page 24 of 41
25 Installation We will carry out the installation of the Horizon system keeping the customer fully informed on the delivery and installation dates throughout the order process. On attending the customer s premises we will: Undertake a full site survey (if required) Arrive with the relevant equipment and handsets at site Install the relevant handsets, router, switches etc. Carry out any additional cabling as agreed Set out all handsets in accordance with the Customer Requirement Form detail Configure the Horizon service to the customer s requirements in accordance with the Customer Requirement Form detail Provide onsite training to key nominated personnel The Customer Requirement Form (CRF) is a key document to ensure the smooth installation of the Horizon solution. It will detail the agreed solution details as well as the user configuration. The completed CRF, including the full customer configuration details, will be required at least 5 working days prior to the relevant installation date.. If voic wav files are to be included as part of the installation, then these will also need to be provided at least 5 working days prior to the relevant installation date. If the user configuration is unavailable at least 5 working days prior to the relevant installation date, then the configuration of the Horizon user interface (GUI) will be the customer s responsibility. Please note that our Horizon service is a fully managed service and it is not possible for the customer or a customer nominated 3rd party to complete the installation of the service. Handset Connectivity and Testing If possible, the Horizon service will be set up, configured and tested on the same day as the installation, however if this cannot be achieved due to the complexity of the solution, the visit schedule will be fully agreed with the customer. To be able to test all aspects of the system, the nominated contact that has the authority to sign off the installation, will need to be on site, along with any other end users who will require training on the system. Once all aspects of system configuration, testing and training have been completed, the customer will confirm in writing that the installation is complete. Horizon - Managed Cloud Voice Service Service Description Page 25 of 41 Gamma Network Solutions All rights reserved. Confidential.
26 Training Customer Administration Training The administrator will be trained on the configuration that has been completed for the system which formed part of the Customer Requirement Form. The training will include using the Horizon portal to set up and manage the system going forward. A comprehensive user guide is available on the user portal itself. End user training In addition to the administrator training, we will complete basic end user training based on the user configuration specified on the Customer Requirement Form. It is, however, expected that the main administrator will complete any further user training after installation. The Horizon portal has a comprehensive help section to assist individual users. For the avoidance of doubt we will not train the customers on 3rd party equipment which we have not supplied ourselves. Page 26 of 41