1 1 Digital Communication Systems Limited Hosted VoIP Telephony Service Definition G-Cloud VI
2 2 Contents Digital Communication Systems Limited Hosted VoIP Telephony Service Definition G-Cloud VI... 1 Hosted VoIP Telephony Service... 3 Highly resilient platform... 3 Number Porting... 3 International numbers and porting calls... 3 Standard features... 4 Optional features... 7 Service Management...12 Service Management details x7x365 support, ticketing and tracking system Service targets Escalation & complaints procedure What will happen next? Hardware & warranty Business Continuity On-boarding and off-boarding...15 On-boarding and ordering process Trial service Customer responsibilities Migration from alternative providers Invoicing Training Off-boarding Pricing...17
3 3 Hosted VoIP Telephony Service The Broadsoft Hosted VoIP Telephony Service is one of the UK s most fully-featured. It is delivered via the cloud which means that users of the service do not need specialist equipment to be installed and maintained on-site. It also means that users benefit from excellent levels of service reliability because every component of the service provided is protected for resilience and security. Our hosted telephony solution enables you to gain the telephony services your organisation needs on a payas-you-use basis, improving the way you communicate with people by telephone, increasing collaboration and ensuring maximum productivity of every worker regardless of whether they are in the office, at a remote site, working from home or on the road. Highly resilient platform Our Broadsoft Hosted VoIP Telephony platform is located in two data centres; Telecity London and Telehouse London. There is resilient connectivity between each data centre including a dedicated Dark Fibre connection, a Layer 2 link and multiple transit routes. All data is stored and replicated across the two data centre locations. Data is continuously synchronised and backed-up across both locations. This means that synchronisation and back-up takes place every time a piece of data changes. Our customers benefit from a flexible choice of high quality access to our Broadsoft network. If Digital supplies your connectivity, then traffic will terminate directly into our core network. If you prefer to choose another connectivity provider then Digital offers multiple transit routes into our core network from Abovenet, Cogent and Level 3. We are also located on peering partner London Internet Exchange (LINX) with two connections. Number Porting Digital has number porting arrangements with all other carriers through BT IPX. International numbers and porting Digital can provide international numbers and port with major international carriers. We also offer new international numbers from our platform. 999 calls Digital s Hosted VoIP Telephony services identifies the location that a 999 call is made from which provides assurance that the emergency services are despatched to the correct location.
4 4 Standard features All of the features listed below are delivered as part of a standard subscriber package: Online portal System Administrative login User control panel login CLIP/ CLIR Permanent Call Line Identification Presentation (CLIP) Call Line Identification Restriction (CLIR) Customised Ring Tones The customer has the ability to enable the IP phone to be configured for different ring tones. This feature is dependent on the chosen handset. Call Waiting When a user is engaged on a call, notification of another incoming call can be provided via the IP phone screen and/or via an audible tone. This option is enabled via the System Management Tool. Caller ID and Caller Name Display Within the integrated dial plan, when called the user will see the name of the caller. In addition, the system supports display of the caller CLI. Voic Messaging and Forwarding Each extension will have a dedicated voic box supporting the following requirements: User defined prompt/message Voic messages can be retrieved via the web Voic messages can be retrieved via the IP phone Voic messages can be retrieved from a PSTN/mobile telephone (remote access) Voic messages can be configured/saved as file attachments to allow forwarding Voic Message Attached to Alert The notification for a new voic message now has the option to have the voice message attached. This enables you to listen to your voice messages through any player; for example your PC, laptop or BlackBerry.
5 5 Calling Shortcuts Calling Shortcuts are dependent on the specific terminal chosen but include: Speed-dial - The ability for the user to dial telephone numbers by pressing a predefined key or key sequence Last number redial - The user can dial the last number dialled quickly by accessing the telephone menu or menu keys Call return - The ability to return a received call by viewing and selecting the received number on the telephone menu Call Selection, Filtering and Transfer - By viewing incoming CLI on the telephone display the user can determine how the call can be handled: - Selection/Filtering; answer, reject call or divert to voic - Transfer; redirect call to follow me or voic Follow-me/Call Divert Do not disturb - The user can set their phone to divert all incoming calls to voic . This can be controlled via the handset or the Phone Manager Blind call transfer - The user can transfer a call without communicating with the recipient Assisted transfer - The user can transfer a call after having communicated with the recipient Hold/retrieve - The user can place a call on hold and retrieve accordingly. Whilst the caller is on hold the caller will not be able to hear the recipient and will typically be played music Call divert The user can divert calls to alternative extension numbers Call store - The user can store up to 2 calls in a personal call queue Call park The user can park calls and they can be retrieved on any terminal Directed pickup, group pickup - The user can pick up an incoming call from either a designated extension or an extension located within a group/department Line supervision Monitor the free/busy status of colleagues anywhere across your enterprise - key and lamp function Programmable function keys - All the function keys are programmable to be used as shortcut keys for any selected feature and function within the system. The keys can be programmed via the SMT Follow me option enables users to receive calls made to their extension or Hosted VoIP number on any device (mobile, another extension, home). Call Restriction Dial Plan At the customer, site or subscriber level, the system can be configured to block outgoing calls by prefix number or specific number, in order to police calls to international and/or premium rate numbers. The ability to have an integrated, internal office dial plan inside the office and across sites.
6 6 Multi Office Setup This allows a multi-location company to have an integrated dial plan for all locations and users, providing inter-office extension dealing. Inter-site calls can be uniquely defined for specialised on-net billing. Call Analysis Simple to create reports and graphs of outgoing call volumes, spend, durations by user and site, which can be exported to excel for further analysis if required. 3-Way Conferencing The ability of a call to be established between three users with simultaneous media streams. Manager/PA This feature allows Managers to nominate a personal assistant to manage their calls. When configured, all external calls to the Manager will be automatically redirected to their nominated PA. The nominated PA can opt-out from receiving Manager Calls, making their extension unavailable for the Manager s calls. When applied, the Manager s extension will receive their incoming calls directly to their own extension, or based on their configured Follow-me rule (redirect calls to mobile, home). A single PA can be nominated by more than one Manager. In this scenario, all calls of all Managers will be terminated on the PA s extension. Configuration for the Manager/PA feature is carried out from within Phone Manager. Line and Network Features Telephone Numbering This feature gives you the ability to allocate real geographical telephone numbers or non-geographical telephone numbers to each customer handset. Number portability This feature gives you the ability to port existing Telco numbers e.g. BT, enabling a company to subscribe to the Hosted VoIP service while keeping its existing numbers. Incoming calls Hosted VoIP delivers incoming calls to the users telephone from any national or international origin. Outgoing calls Calls to non-system numbers will be delivered to the PSTN. Our hosted telephony system offers extremely attractive call rates for national, international and mobile calls, as well as to other users within the Hosted VoIP community.
7 7 Optional features The optional features listed below are priced individually and delivered in addition to the standard subscriber package. Unified Communications Hosted Unified Communications (UC) provides the full power of business telephony fully integrated into the users desktop environment improving productivity and facilitating far greater collaboration across the entire organisation. Hosted UC delivers call control from the desktop, personal address books, recent calls & call history, real-time presence, contact popping and integration into all of the leading desktop, CRM and Accounting applications such as Outlook, Lotus, Lync, Google Contacts, Salesforce.com and SAGE. Real-Time IM & Presence Providing each user with a real-time view as to whether other users are busy or available before they attempt to call that person. Pay-As-You-Use With Hosted UC there is no capital investment required to transform your business telephony environment, you simply pay-as-you-use. User Productivity Enabling users to build and manage their own address book, view call history, set call forwarding and to control every aspect of their telephony from their desktop including click to call. Application Integration Ready-built integration into MS Outlook, Lync and Google Contacts as well as all of the leading CRM and Accounting applications including Microsoft Dynamics, SAGE and Salesforce.com. Hosted Video Hosted Video provides the power of video conferencing without the need to invest in expensive boardroom equipment, conference bridges and routers. This feature enables you to transform the way you communicate with colleagues, customers and suppliers making video conferencing as easy and as cost effective as voice conferencing. You simply connect to your private Hosted Video Conference room from your Smartphone, Tablet or Desktop PC.
8 8 Virtual Video Conferencing Hosted Video provides you with always ready virtual video meeting rooms where you can meet with colleagues, customers and suppliers for productive face-to-face meetings. Easy Meeting Set-Up Video meetings can be established now or scheduled in advance through a simple click of the mouse with invitations and links to your private video meeting room sent by . Mobile and Desktop Connectivity Anyone invited can join your video conference with an intuitive App on their smartphone or tablet, or using the provided unique URL to connect via a browser from any device, in any location. Pay-as-you-Use With Hosted Video there is no capital expenditure, video is provided as a hosted service with a range of cost effective monthly subscriptions to meet your needs. Mobile The mobile app enables organisations to provide a single, seamless solution across both fixed and mobile communication devices as it turns the user s smartphone into a softphone, leveraging WiFi to both take and make calls through the cloud. Feature Rich Mobile Telephony Providing mobile users with all of the features they have on their deskphone including access to corporate directories, call transfer and multi-party conference. Single Number Reach Providing employees with a single DDI that simultaneously rings on both the deskphone, softphone and mobile. Reduce Call Costs By leveraging WiFi and the cloud to ensure that employee to employee calls are always on-net and free of charge, even if they are made to or from the mobile device. Business Number Presentation Ensuring that when the employees make an outbound call, the number presented is their business number and not the business or personal mobile number. Wallboard contact centre management feature This is a real-time reporting system providing displays and reporting functions, allowing a supervisor to monitor the level of incoming calls, and increase or decrease the number of staff responding as appropriate. All standard reporting features are provided including calls waiting, longest call waiting, calls in progress and longest call in progress. Alarms can be set for time intervals relating to wait times or call lengths.
9 Historical and Real time reports tailored to meet the end user requirements. These reports can be scheduled to run at predefined times automatically generating a PDF or CSV file for data manipulation. 9 Receptionist Client The Receptionist Client is a software application that allows quick and efficient handling of calls. Calls are placed into a queue from which multiple receptionists may retrieve selected calls, place these calls on hold or transfer where necessary. Features include: Call status warning/notification Visual status of extensions Configurable date and time open periods (SMT)
10 10 Out of hours routing configuration (SMT) Locally held quick dial list Site directory Call pickup functionality TAPI An easy to download software client that enables integration with Microsoft Outlook to support broader click to dial services. The solution will also support integration with most other TAPI compliant products such as CRM tools. Fax2 The user can receive facsimile messages via their address. Each user is allocated a fax number and receives the faxes as either TIFF (Tagged Image File Format) or PDF files. Hunt Group Hunt Group call flow allows incoming calls to be routed to a group of defined handsets. The calls received into the group can be distributed using a number of methods, including Fixed, Cyclic, Random, Longest Idle and Parallel. Ringing with time control allows the system administrator to define the length of time each extension will ring within the hunt group. Global timeouts control the total time callers will remain in the queue before being forwarded to an alternative number or voic . Hunt groups may be configured with their own voic box with notification of voic s and retrieval either internally from any handset or via remote access. There is an option to have web-based real time reporting on the call flows and includes average time to answer (TTA), call abandon rates (ASR) and staff productivity. Auto Attendant This feature allows incoming calls to a number to have DTMF routing based on options given to the caller via an automated message (Auto Attendant). Dialling to a known extension is also available with this feature. Call Recording The Call Recording solution can record all PSTN incoming and outgoing calls, as well as all inter site calls. Inclarity stores recorded calls for a maximum of 30 days. Administrators are able to download and individual calls (.wav), and may batch download calls using the Call Archiver tool. The application has an easy to use web administration GUI to formulate searches and arrange for call playback (via proprietary media player). Softphone The IP Softphone is a software client which is loaded onto a PC or laptop. This then allows the user to make and receive calls (a suitable PC Soundcard and headset/microphone combination are required, preferably
11 USB). The Softphone has the same basic functionality as standard IP phones, however it uses the short codes to access these features. 11 Multi Terminal Users may have a number of terminals (Handsets/Softphone) that access the features and functionality of their account Personal Conference Bridge Each user may have a personal conference bridge available to them which will support up to 100+ participants. All calls into the Conference Bridge from system users are free. It is available on demand and requires no special setup, however all users are required to input a predefined PIN. Telephones and headsets You can choose from a wide range of telephones, headsets and conference phones. These are available to buy or can be provided as part of the managed telephony service.
12 12 Service Management Digital offers a fully managed Hosted VoIP Telephony service. The graph below outlines the demarcation model you can expect where a deployment deviates from an Inclarity certified solution. Fully managed service Digital certify all service elements. Digital engineers and service desk agents are trained to support these deployments, and our normal service targets and Service Level Agreement apply to this model. Caveated service Because Digital do not certify all service elements; no defined level of service availability can be attributed. Our engineers and service desk agents are not trained to support these deployments and can only provide a best endeavours approach. No service targets or SLA apply to this model. Broadsoft Broadsoft Broadsoft Broadsoft Broadsoft platform platform platform platform platform Non - certified connectivity connectivity connectivity connectivity connectivity Non - certified router router router router router Non - certified switch switch switch switch switch Non - certified phone phone phone phone phone NB: Certified refers to technology elements that Broadsoft supply and support that have been fully tested and provisioned using Broadsoft preferred configurations. Service Management details Our Service Support Centre can be contacted 24x7x365 by ing the Service Desk, Telephoning the Service Desk, Logging details on our Customer Services Portal
13 13 Outside of the normal service support period of 08:00 19:00 Monday-Friday exclusive of UK bank holidays, we operate an on-call engineer function for dealing with high severity service requests only. You can reach our out of hours team by calling our normal support number ( ). Once your call has been logged you should expect an engineer to call you back within one hour. 24x7x365 support, ticketing and tracking system However they are received, all customer queries are recorded in our online support portal and allocated a unique case number. All activities associated with a case are recorded, so any of our service desk representatives have instant access to all of the details; enabling any member of our team to assist you whenever required. Service targets The table below outlines the different severity levels that we grant for service requests. Severity Description *1st response time *Maximum follow up time *Target time to remedy High Standard Low The system has no or reduced availability and the incident is causing a severe impact The system is working but in an impaired fashion and is not causing a significant impact The system is working and the incident has minimal impact 30 Minutes 2 Hours 6 Hours 2 Hours 8 Hours 16 Hours 4 Hours 16 Hours 24 Hours Change requests Applies only to change requests that fall within our standard product set 8 Hours N/A Subject to requirements Response, follow up and remedy times are measured during the normal Digital service support period of 08:00 19:00 Monday-Friday exclusive of UK bank holidays. *1st response time is the maximum amount of time before Digital contacts you with an initial response. *Maximum follow up time indicates the frequency with which you should receive updates on the progress of the incident until it has been remedied. *Target time to remedy is the time within which we aim to resolve the incident.
14 14 Follow up and remedy times for service requests that have been functionally escalated to our tier III teams or a third party often require general system changes or assistance from external parties that are outside of Digital s control. In these circumstances, the service team will inform you the ticket has been passed to tier III support. We would typically aim to follow up and remedy these service requests within five working days. Escalation & complaints procedure Outstanding customer care is at the forefront of our approach, but if you are not satisfied with the response you receive or the length of time a service request is taking to complete; please inform the Digital service desk via to or call and speak to a representative. What will happen next? We will send you an acknowledging receipt of your complaint within one working hour of receiving it. The team will then investigate right away, this will normally involve passing your case to a senior engineer who will review and investigate your complaint. Within one working hour of sending you the initial acknowledgement, the senior engineer will contact you by telephone or to discuss and hopefully resolve the problem. If we have still not been able to resolve your query to your satisfaction and the incident has exceeded our normal service target, the service manager or a member of his team will offer a full explanation and an expected fix time where applicable. If this does not result in you receiving a satisfactory conclusion to your case, you can escalate your case directly to our Service Director: Dave Lawler - Tel: , Hardware & warranty Digital Communication Systems Limited supplies all equipment necessary for the operation of our certified desk phones, excluding local cabling infrastructure. Equipment can either be purchased or rented from Digital. All equipment purchased from Digital is subject to twelve months warranty. All refurbished equipment purchased from Digital is subject to three months warranty. Business Continuity Digital s Hosted VoIP Service is redundant and resilient at the switch level, the core network level and the connectivity level. All data is replicated and stored at two locations; it is synchronized and back-up continuously. This combination provides an outstanding degree of resilience and business continuity.
15 15 On-boarding and off-boarding On-boarding and ordering process Services are ordered via a Standard Order Form We assign a Provisioning Co-ordinator to handle your order and help you on-board Digital s service smoothly. Your Provisioning Co-ordinator manages every aspect of your service installation and commissioning. Trial service We offer a 30 day trial service for up to 50 users. Customer responsibilities Customers need to provide Digital with electronic versions of user data. This includes: - User name - Job Title - Department - Location of work - Handset or headset make, model and version number. Migration from alternative providers Digital can transfer users of other Hosted VoIP Telephony services or IP PBX systems. We have porting arrangements with all other carriers through BT IPX. We can provide international numbers and port with major international carriers. We also offer new international numbers from our platform. Invoicing Your account becomes billable when your service goes live. Any equipment shipped to you before the go-live date is payable on the date of shipment. Hosted VoIP Telephony managed service fees are invoiced monthly in advance. Call charges are invoiced monthly in arrears. Training All of our customers receive a user guide. We can provide additional training. The price for this is available in the SFIA rate card table.
16 16 Off-boarding Termination is either at the end of the contract or if the contract expires at 30 days notice. On termination, Digital provides an Estate Schedule and co-operates with all other carriers to port numbers. Digital destroys all data records of customers who migrate.
17 17 Pricing Please note that all our pricing documentation is enclosed in section 6 in our pricing document for your perusal. Termination fees Termination by the customer: the balance of the contract owed until the termination date Termination by Digital: 90 days notice.
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