1 Telephony and collaboration made easy Converged VoIP is a Cisco-powered and certified solution that delivers a broad range of Unified Communications solutions via a hosted and flexible pay-by-the-device service model. This offering gives your organization the same user experience, flexibility, and collaborative tools as an enterprise architecture without having to make a significant investment in your own data center or staff. Easy to integrate Choosing NWN Communications means you don t have to eliminate your existing investment. Our Ciscopowered and certified solution is open and scalable, ready to integrate with your infrastructure, software, and management tools. Easy to scale Create a new collaboration experience for your users combining social, mobile, multimedia, and virtual communications. From smaller agencies to enterprise deployments, the NWN Communications solution is built to fit and expand or contract with your specific needs. Easy to buy NWN has created both standard configurations and practical options that align with the most common public sector solutions requested. Eliminate the hassle of guesswork. NWN teams are experienced, local, and responsive. With our dedicated team, we ve made it easier than ever for you to procure and deploy your VoIP systems. Core Features The following components are bundled into the core user package. IP communications service: Provides IP-PBX call control functionality for VoIP and video telephony, using Cisco Unified Communications Manager platform. Voice and integrated messaging service: Deliver voic and integrated messaging using Cisco Unity Connection system. Presence and instant messaging service: Enable enterprise-level presence and instant messaging using Cisco Unified Presence. Mobility and client desktop applications: Provide mobility capabilities and mobile applications through the Cisco suite of mobility applications. Contact Center and Integrated Voice Response (IVR): Tap into multiple applications and services on one smooth platform for small and large contact centers. Provision rapidly, control costs, scale easily, and increase customer loyalty. Architecture NWN s Converged VoIP solution leverages the highest quality hardware and software products, delivering
2 unparalleled performance and capabilities to address current and emerging unified communications needs. Converged VoIP provides these capabilities while maintaining high availability (HA), quality of service (QoS), and the greatest level of security. NWN s environment is built on a best of breed data center platform: Cisco s Unified Computing System Cisco s Nexus Switching EMC Storage VMware Virtualization Tier III and IV Geo-redundant SAS 70 Hosted Facilities with 100% SLA Benefits The NWN Communications hosted delivery model creates an opportunity for public sector organizations to deploy unified communications and collaboration together across your environment. The benefits of deploying Converged VoIP include: Pay as you use: Purchase collaboration services as needed and pay one predictable monthly payment Increased service and support levels: NWN proactively manages and monitors the solution 24x7, allowing your organization s IT staff to focus on projects that are core to its business Simplified data center: Reduce your data center s space, power, and cooling costs Scalable architecture: Add new users, features and locations quickly Operational expense: Hosted collaboration converts capital expenses into a predictable operational expense E-Rate P1 service: The NWN Communications hosted subscription service qualifies for P1 funded E-Rate funding. On-Premise cost avoidance: Reduce your data center footprint and energy costs by using hosted voice, video and other collaborative applications Productivity advantage: Provide seamless collaboration tools for your employees to work as an efficient team Investment protection: Existing infrastructure and collaboration systems can be utilized with a hosted solution Hosted VoIP Packages and Features NWN s Converged VoIP Solution offers your organization options based on the functionality and collaboration applications that best fit your environment. NWN Communications offers three standard VoIP packages to choose from, Basic, Enhanced, and Premium. All packages can be purchased with or without a phone, and includes local and long distance services, as well as a standard set of VOIP features. Basic call package features The basic call package features include the 900 Blocking: No calls from 900-xxx-xxxx will be processed to any subscribers. Account Codes: This feature enables the tracking of calls made outside of the location by prompting for an account code. Authorization Codes: This allows users to be prompted for an Authorization Code. Auto Attendant: A service that automatically answers incoming calls within a predefined number of rings without assistance from a live attendant. It prompts callers with a series of choices and actions to perform. Call Forward Busy Don t Answer: Allows a station End-User to choose to reroute incoming calls to another specified telephone number. Call Forward All Calls: Allows the station End-User to choose to reroute all incoming calls to another specified telephone number. Call Hold: Allows the called party to put a caller on hold and retrieve them from the hold state. Call Notify: Enables a subscriber to define criteria that causes certain incoming calls to initiate an notification. Call Transfer: Allows a station End-User to transfer any call in progress to another telephone number without the assistance of an operator. Call Pickup: Allows a subscriber to answer any calls directed to another station line within his or her own predefined call pickup group.
3 Call Park: Allows a call to be parked at a subscriber s number for retrieval by another subscriber line. Conference: Allows a voice station End-User to establish a multiparty conference connection of a minimum of three conferees including themselves without attendant assistance. Call Waiting: When a second call is received while a subscriber is engaged in a call, the subscriber is informed via an audible tone. Caller ID: Phone number of the calling party is displayed on the terminal equipment. Class of Service: The CoS configured on the transport required for the proper operation of the service. Conference Bridge: Allows callers from diverse locations/platforms to dial in to a specified telephone number to participate in a conference call. DID: Direct inward dial phone number including Single Line appearance. Directory Phone Display: Directory of VoIP subscribers via the phone display. Four/Five/Six digit Extension Dialing: All on-net numbers can be reached by dialing the 4/5/6-digit extension from on-net phones. Group Pickup: Allows an incoming call to be picked up from any one of a predefined group of phones. Hunt Groups: Route inbound calls to a predetermined sequence of telephone numbers until it is answered. Message Waiting Indicator: Visual indication on phone that a message is in queue for review. (NWN messaging service required) Multi-Line Appearance: Provide the ability for multiple line appearances on a subscriber s phone depending on phone model. Redial: Allow a station End-User to automatically originate a call to the last number dialed from the station End-User s phone. Speed Dial: Allows abbreviated digit dialing capability on a per station basis. Auto Answer: Prompts your phone to automatically answer incoming calls after one ring. Audio Message Waiting Indicator: Played when a voic message is left. (NWN messaging service required) Barge: Allows a user to be added to a call that is in progress. Barge supports built in conference and shared conference bridges. Call Back Busy: Allows user to receive call-back notification when a called party line becomes available. Click to Call: Enables ability to initiate calls from Microsoft Office applications and web browsers. Do Not Disturb: When DND is enabled, all new incoming calls with normal priority will honor the DND settings for the device. High-priority calls will ring on the device. Hotline Automated Ring Tone: Extends the Private Line Automatic Ring down (PLAR) feature. Join Across Lines: Allows users to join callers from different lines. Manager Assistant Proxy: Allows an assistant to handle calls on behalf of a manager. Music On Hold: Provides users placed on hold with music/message from a streaming source. Pause in Speed Dial: Enables users to configure the phone speed-dial buttons. Phone Presence: Allows a user (watcher) to monitor the real-time status of another user. (Dependent on phone model) Privacy: Removes call information from all phones that share lines and blocks other shared lines from barging in on its calls. Private-line Automated Ring Tone: Allows user to configure phone so that the user can only dial the designated private line number. Select Call Forward: Based on the telephone number/extension of an internal and external call. Time of Day Forward: Forwards all calls based on the time of day. Web Dialer: Allows Unified IP Phone users to make calls from web and desktop applications. Enhanced call package features The enhanced call package features include the Basic Call Package Features: All features included in the basic call package. Single Number Reach: Enables a number to ring both a desktop IP phone and a remote or mobile phone. Extension Mobility: Allows users to temporarily configure any Unified IP Phone as their own.
4 Mobile Device Mobility: Allows calls from user s mobile device back to the user s phone device via a softkey. Mobile Voice Access: Allows users to manage inprogress calls between the desktop phone and cellular phone. Basic Instant Messaging, Presence, Chat and User Presence: Instant Messaging, Chat and User Presence includes: Instant Messaging and Chat/Group Chat; Presence Status; File transfer. Video Phone Feature: Supports video on phone that have a video camera. Premium call package features The premium call package features include the Basic Call and Enhanced Package Features: All features included in the basic and enhanced call package. Full Feature Instant Messaging: Includes Basic Instant Messaging, Chat and User Presence Features plus Desktop Sharing, Softphone capabilities, desktop/tablet video calling and Multi-device IM support. Call Queueing: Very basic call center queueing functionality. Additional Add-On Features In addition to the features listed in the packages above NWN can provide the following add-on services: Site Survivability Advanced Call Reporting Call Recording: Ad-Hoc or Always On Video Conferencing as a Service Multi-Party and Business to Business Video Conferencing Analog Voice Gateways: Convert analog devices to IP endpoints Paging Overhead and phone Software based Attendant Console Fax over IP Voice Messaging Packages and Features NWN s VoIP Solution offers your organization voice messaging options based on the functionality and features that best fit your environment. NWN Communications offers two voice messaging packages to choose from Basic and Enhanced. Basic call package features The basic messaging package features include the Ability for inbound callers to leave a recorded message Ability to manage stored messages (play, repeat, pause, skip, stop, forward, delete) Ability to retrieve messages remotely Automatic system date and time stamp for messages Customizable greeting announcements Customizable number of rings before announcement is activated Pin or password protection Visual notification of new messages on hard phones or soft clients Enhanced call package features The enhanced messaging package features include the Basic Messaging Package Features: All features included in the basic messaging package. Integration with MS Exchange or Office 365 Single Inbox: voice mail forwarded to Exchange and Office 365 inbox. Voice mail is deleted from the Cisco voice messaging system with an is deleted from . SMS Notification Voice recognition Check and administer your voice mail with speech commands Integration with Google Mail Additional Fee Voice Mail - Speech Connect: Allows people to quickly connect with their colleagues using only their voice. idivert: Allows immediate diversion of a call to a voice-messaging system. Voice Mail - Messaging Assistant Web Tool: Allows user to customize how callers interact with the voic system by phone.
5 Hosted Contact Center With Cisco Hosted Collaboration Solution for Contact Center, you have: No capital expenditures (CapEx): There is no hardware, no software, and no data center - it is all handled by your service provider. And because you are buying less equipment, you will use less power and enjoy the benefits of green computing. No lengthy deployment time: There is no telephony equipment to install, so your collaboration service can be operational in a matter of weeks instead of months. No additional staff required: Limited expertise is required, meaning lower support costs. No unpredictable costs: Pay only for what you use, when you use it. We call it pay as you go. No upgrades: New features and upgrades are delivered on demand by your service provider, without disrupting your business or your customers businesses. No worries: Cloud computing transforms the way in which services are provided, enabling unprecedented agility, scalability, and profitability. You can rapidly respond to changes in the market without having to manage a lot of infrastructure. Important Features IP contact center Intelligent contact routing with Cisco Precision Routing Multichannel support with Cisco Unified Interaction Manager and Cisco Unified Web Interaction Manager Outbound support Multisite support At-home agent support Support for Cisco MediaSense Support for global deployments Agent and supervisor capabilities Self-service Hold in queue until agent is available Prompt and collection of customer data Automatic speech recognition (optional) Text to speech Standard computer-telephony-integration (CTI) desktop Next-generation agent and supervisor desktop with Cisco Finesse desktop software Customizable desktop with CTI toolkit Agent greeting Whisper announcement Remote silent monitoring Web 2.0-based reporting with Cisco Unified Intelligent Center Real-time and historical robust contact center reporting capabilities Multi-customer management provisioning capabilities with Cisco Contact Center Domain Manager Third-party integration for recording, wallboards, workforce management, customer relationship management (CRM), and database integration Interactive Voice Response (IVR) NWN s IVR Solution is based on Cisco Unified Customer Voice Portal (Unified CVP) and is an award-winning product that provides IP-based self-service and call routing. It combines open-standards support for speech with intelligent application development and industrybest call control to deliver personalized self-service to callers - either as a standalone IVR system or transparently integrated with a contact center. Business Value With NWN s Hosted IVR, organizations can provide incoming callers with automated, intelligent self-service using touch-tone input or speech recognition. Callers can access and modify their accounts, place orders, get status updates, retrieve information, and resolve problems - all without speaking to a live agent. This paradigm results in dramatic savings in agent costs. However, if an agent's services are required, Cisco Unified CVP can queue the call and then transfer it to an agent - along with information about the caller and the self-service session. NWN s Hosted IVR is an IP-based system, but it easily interoperates with traditional telephony networks through voice gateways using open-standards VoiceXML. These same voice gateways serve as VoiceXML browsers under the control of Cisco Unified CVP, allowing them to play announcements, collect information, and queue calls NWN Corporation. All rights reserved. Third-party trademarks mentioned are the property of their respective owners. ( )
VIRTUAL COMMUNICATIONS EXPRESS FEATURE DESCRIPTIONS End-User Features: All end users are provided with the features described in this section. Alternate Numbers Enables users to have up to ten phone numbers
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