Ancero IP Toll Free Service Guide

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1 Ancero IP Toll Free Service Guide

2 Contents Service Overview... 3 Ancero IP Toll Free Service: Inbound Voice over IP Calling... 3 Advantages... 3 Features and Benefits... 4 Options and Toll Free Advanced Features... 4 Help Desk & Support... 5 Support Hours... 5 Response vs. Resolution Time... 5 What You Should Do Before Contacting the Help Desk... 6 Help Desk Service Level Objective... 6 Customer Obligations Ancero, LLC. Page 2 of 7 v

3 Service Overview Ancero IP Toll Free Service: Inbound Voice over IP Calling Ancero IP Toll-Free Service, powered by AT&T, is an inbound Voice over IP (VoIP) service providing delivery of toll-free calls directly to end user customer locations. IP Toll-Free Service is a voice service similar to traditional toll-free service but data traffic can travel with it over a single IP network utilizing AT&T s common shared business IP platform. Toll-Free calls originate in the PSTN network and travel over AT&T s MPLS network for delivery via an IP access facility. The VoIP Toll-Free call is then delivered to a router at the business site for completion in premises equipment. With voice and data service on one network, businesses will need fewer network, operations and maintenance resources thus lowering operating costs. The consolidated infrastructure allows businesses to migrate their voice service to IP technology at their own pace while at the same time reducing capital outlay and controlling costs. The supported compression algorithms (codecs) drive greater utilization of network and premises facilities. Toll-free applications can be supported with multiple contact center sites with a mix of switched and dedicated access and a mix of nodal and IP terminations allowing migration and integration of end user customer services as businesses need growth and change. IP Toll-Free service supports SIP signaling protocol, enabling businesses to deploy and position themselves for the future. Since IP Toll-Free is supported on our VPN Service, Managed Internet Service (MIS) and MIS with MPLS Private Network Transport Feature (MPLS PNT), end user customers can choose a solution that fits their convergence strategy. IP Toll-Free supports both traditional Time Division Multiplexing (TDM) private branch exchanges (PBXs) and AT&T-Certified IP PBXs and other CPE (Customer Premises Equipment) such as voice portals, conference bridges and fax servers. IP Toll-Free works with SIP trunking to further enable optimization of transport connections. The optional SIP based IP Transfer Connect features provide more efficient pre and post-answer transfer capabilities including information delivery and data forwarding options. Additional Toll-Free Advanced Features remain consistent as businesses migrate from TDM to IP terminations. Advantages Gain Efficiency - Make operations more productive and efficient with tools to better monitor and manage performance. Current Technology - Upgrade or replace legacy communications system with one that can better meet current and future operational requirements. Enjoy Simplicity - Simplify the process of managing communications systems with one single network for both voice and data needs from a single provider. Easy Expertise - Take advantage of communications expertise with a provider that has the knowledge and expertise to design and install an IP network solution that virtually works seamlessly with end user customer existing services. Add Security - Strengthen network security policies and protection for sensitive data that is vital to businesses with a highly secure and private network. Strengthen Service - Help improve business ability to consistently provide excellent service to customers Ancero, LLC. Page 3 of 7 v

4 Features and Benefits Our MPLS-based IP network, powered by AT&T, is designed to support voice and data needs with all the security and capabilities inherent to MPLS. IP Toll-Free employs MPLS with Class of Service (COS) technology to allow classification of traffic based on application, bandwidth and latency needs. COS gives voice calls the highest priority to help ensure end user customer mission-critical communications are delivered reliably to contact centers. The redundant and durable IP/MPLS network helps prevent denial of service or deterioration of VoIP services, helps ensure confidentiality and privacy and helps protect system functions from corruption. With the multi-layered security features of VoIP infrastructure, end user customer IP Toll-Free service provides a high level of end-to-end voice and data integrity. Options and Toll Free Advanced Features IP Transfer Connect provides pre- and post-answer SIP enabled redirection. It is designed to efficiently move toll free callers to the appropriate agents, departments or locations without asking callers to redial. Maximize contact center productivity and increase customer satisfaction by getting more calls to the right agent the very first time. IP InfoPack enhances call information delivery and data forwarding by supporting Calling Party Number (CPN), Billing Number/ANI, Originating Line Information and up to 256 bytes of Userto-User Information. Redirection enables end user customers to redirect toll-free calls to alternate answering locations. Pre-answer redirection features work before the call is answered by, for example, directing a call to a secondary location when a primary location is unavailable. The post-answer IP Transfer Connect feature (domestic toll-free only) lets end user customer transfer calls to another AT&T toll-free number. Redirection features also include Calling Party Number (CPN) and Dialed Number Identification Service (DNIS) digits, which provide customer termination information. Routing routes calls to different locations or different arrangements at the same location based on specified parameters (such as time of day, day of week, or area code). The routing feature lets businesses use company resources more wisely by automatically directing calls to the proper resources. Employees spend less time on the phone directing callers and more time giving callers the information they want. Announcement guides callers, allowing them to reach the correct department or hear important information by following the prompts. End user customers can use the generic announcements or customize them. Callers will appreciate getting the information they want or easily reaching the correct department or person. Control allows end user customers to store and activate routing plans for backup or disaster recovery and make real-time changes to feature parameters. Using control features, businesses can meet special staffing and resource management needs or respond to peak business activity periods at different times of day, on certain days of the week, or different times of the year. For a complete service description of IP Toll Free Service, including Service Level Agreements, please click here: IP Toll Free Service Guide Ancero, LLC. Page 4 of 7 v

5 Help Desk & Support Support Hours Unless otherwise agreed to in writing, help desk support for non-critical issues (P2 and P3 Severity Codes as defined below) will be provided during regular business hours, which are defined as Monday through Friday from 8:00AM to 8:00PM EST. Critical issues such as a complete service outage will be responded to on a 24x7x365 basis. A Customer request to obtain emergency support for a non-critical issue outside of standard business hours will be billed separately. Statutory holidays observed by Ancero are New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. During these designated holidays Ancero may operate with a reduced staff and Customers may experience slower than normal response times. Response vs. Resolution Time It is critical to understand that response time and resolution time are separate and distinct measurements of time. Response time is the time it takes to initially return contact to a Customer and acknowledge the problem after the Ancero technical staff has received a service request. Resolution time is the date and time a given problem is actually resolved. Because of the potential impact of third party vendors and the complexity of certain kinds of technical situations, Ancero cannot provide guaranteed resolution times. If a problem cannot be resolved within the escalation time frame it will be automatically escalated from the help desk technician to a higher level resource for additional support. A variety of factors, including many beyond Ancero s control, can impact the time needed to resolve a technical problem. In most cases, support requests will require the active participation of a Customer representative who is familiar with the reported problem, and who is able to work with the assigned Ancero support technician to ensure a satisfactory resolution. Third party vendor support agreements and their associated response times can significantly impact the time needed by Ancero to resolve a technical problem Ancero, LLC. Page 5 of 7 v

6 There are two convenient ways to contact Ancero when you need technical support: 1. By Telephone: (856) (Option 1) To submit a request for technical support by phone, please call the number listed above any time of day or night. Our emergency support procedures include a built-in escalation plan to ensure that your support request is handled as soon as possible. 2. By To submit a request for support via , please send your request to the support address listed above. The use of for technical support should be limited to non-emergency service requests only. For immediate, emergency service please call the Help Desk. What You Should Do Before Contacting the Help Desk When you call or send a message, please ensure that you have detailed and complete information: Your name & location and where & how to contact you in case of a problem A description of the problem and its severity Any error messages Any changes made recently In case of a request or question, description of request or question and relevant details Help Desk Service Level Objective Ancero provides all IP Toll Free customers with access to priority support from our help desk and support staff. The following matrix defines the service level objective provided by Ancero under this Service: Initial Severity Severity Response Escalation Code Time P1 Critical A situation that is causing a critical impact to the Customer s business operation with wide-spread outage, or impact to a critical user or group of users, and no immediate workaround is available. The Customer s workflow capabilities are severely limited or degraded. 15 minutes from receipt of call 1 Hour from first response P2 High - A P1 situation with a workaround such that the Customer can continue to use the service at an acceptable level. The Customer s workflow capabilities may be moderately limited or degraded. 30 minutes from receipt of call 4 Hour from first response P3 Normal - Low impact problems and/or services which do not require immediate resolution or completion, as they do not directly affect the Customer s productivity or limit functionality. This includes routine system maintenance and updates as required. The Customer s workflow capabilities are not limited or degraded. P3 issues are considered non-critical and will be handled during standard business hours. 4 hours from receipt of call As necessary as determined by engineering staff 2014 Ancero, LLC. Page 6 of 7 v

7 Note: Ancero s technical staff reserves the right to adjust the severity code as the situation develops, and as the support requirement warrants. Customer Obligations Customer must notify Ancero in advance of material changes that may impact this service, or inhibit or delay Ancero s ability to render service. Customer must assign one or more staff members to assist and actively work with Ancero technical staff as needed to resolve problems, especially during the initial service provisioning process Ancero, LLC. Page 7 of 7 v

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