BT Cloud Voice. Pay-as-you-go cloud unified communications Work anywhere productivity Optional call recording Optional contact centre

Transcription

1 BT Cloud Voice Pay-as-you-go cloud unified communications Work anywhere productivity Optional call recording Optional contact centre

2 Agenda About Magnetic North and working with BT Our OnDemand platforms Cloud PBX overview Deployment and Success Management Support Open forum 2

3 Achieving your goals Leverage cloud technology for next generation unified communications Take advantage of BT s 21 st century network & our advanced UC platform Leverage simple pay-as-you-go commercial terms incl. integrated 24 x 7 support and continuous innovation and upgrades 3

4 Working with BT High availability platforms you can rely on Success Management - with you today, tomorrow and for ever BT integrated billing that is clear and easy to understand Single point of contact for support and service 24 x 7 here in the UK Continuous platform evolution ahead of your business needs 4

5 Our platforms Hosted Cloud PBX - Unified communications - For all business needs Maximise Cloud Contact Centre - Blended inbound/outbound - 100% web-based - Advanced /sms features - Unique Mobile Screening Optimise Cloud Contact Recording - 100% web-based - Integrated quality monitoring - PCI compliance option 5

6 Avoid the legacy on-premise iceberg... Initial capital investment Visible Costs Administration Add/move/change costs Expensive support fees Expensive upgrades Hidden Costs Downtime & resilience End-of-life replacement 6

7 The advantages of Cloud Voice Hosted servers and applications OnDemand Cloud Legacy Onsite Delivered via IP Direct to customer premises 7

8 Cloud confidence Security Reliability 8

9 Magnetic North Cloud Voice Customer Cloud PBX PBX Auto attendant Conference rooms Voic to delivery Twin GSM / IP ringing Salesforce integration Optimise Call Recording option Maximise Blended Contact Centre option Office deskphone Office softphone Call centre 9

10 Feature-rich PBX capabilities 10

11 Included features (all users) G.711 / G.729 Hold / Retrieve Class of Service Transfer Dual Ring / Mobile Conference Meet Me Conference Voice Mail + Delivery Hunt Groups Auto Attendant Music on Hold Announcements Internal / External Ringtone MADNs with Busy Lamp Shared Call Appearance Pickup Groups Manager / Assistant Working Click to Dial API Caller ID Call Forward (Busy / No Answer / All) Do Not Disturb Call Park / Retrieve Call Waiting CLID / Calling Name Display Global Directory (supported phones) Extension Mobility Observe / Barge-in Authorisation / Account Codes Diverts / Routing Rules 11

12 Easy browser-based administration 12

13 Standard features (on top of core telephony) Conference - Ad Hoc Conference - Meet Me Conference Audio Services - Music on Hold - Announcements Messaging - Voic - Delivery 13

14 Hot-desking support Users can login to any PBX phone using a simple code Calls automatically follow the user to the hot-desk phone Voic s are delivered automatically to the user s address 14

15 Dual-ringing Incoming call Caller Hosted PBX Mobile Phone Office Phone 15

16 Corporate directory with click-to-call Just click to call! LDAP directory integration Business directory integration for Cisco and other phones 16 16

17 Fax-to- Incoming fax to DDI number * Incoming fax to DDI number * Hosted PBX Fax to delivered to individual user s Fax to delivered to group 17 * Fax-to- priced as per DDI number

18 Cloud Voice comes with... Integrated Optimise Call Recording 18

19 Wide choice of devices 19

20 SIP-phone feature comparison Model Number of Lines Screen Connectivity Cisco SPA No 10/100 BASE-T RJ-45 Ports Power over 1 No No Headset Port Model Number of Lines Screen Connectivity Cisco SPA Monochrome 10/100 BASE-T RJ-45 Ports Power over Headset Port 2 No 2.5mm Jack Model Number of Lines Screen Connectivity Ports Power over Headset Port Cisco SPA 502G 1 Backlit Monochrome 10/100 BASE-T RJ-45 2 Yes 2.5mm Jack 20

21 SIP-phone feature comparison Model Number of Lines Screen Connectivity Ports Power over Headset Port Cisco SPA 512G 1 Backlit Monochrome 1000 BASE-T RJ-45 2 Yes 2.5mm Jack Model Number of Lines Screen Connectivity Ports Power over Headset Port Cisco SPA 504G 4 Backlit Monochrome 10/100 BASE-T RJ-45 2 Yes 2.5mm Jack Model Number of Lines Screen Connectivity Ports Power over Headset Port Cisco SPA 508G 8 Backlit Monochrome 10/100 BASE-T RJ-45 2 Yes 2.5mm Jack 21

22 SIP-phone feature comparison Model Number of Lines Screen Connectivity Ports Power over Headset Port Cisco SPA 509G 12 Backlit Monochrome 10/100 BASE-T RJ-45 2 Yes 2.5mm Jack Model Number of Lines Screen Connectivity Ports Power over Headset Port Cisco SPA 514G 4 Backlit Monochrome 1000 BASE-T RJ-45 2 Yes 2.5mm Jack Model Number of Lines Screen Connectivity Ports Power over Headset Port Cisco SPA 525G2 5 Backlit Colour 10/100 BASE-T RJ b/g WiFi Bluetooth 2 Yes 2.5mm Jack 22

23 SIP-phone feature comparison Model Number of Lines Screen Connectivity Ports Power over Headset Port Polycom Soundstation IP Backlit Monochrome 10/100 BASE-T RJ-45 1 No - Model Number of Lines Screen Connectivity Ports Power over Headset Port Gigaset N300 IP Dect Base Station + 5 Handsets 1 landline + 3 SIP N/A 1000 BASE-T RJ-45 1 No - 23

24 Windows, Mac and Linux softphones + USB headset 24

25 Reuse IP phones from your legacy PBX Any SIP endpoint (BYO endpoint) Some advanced features may not be available on all handsets Customers are responsible for provisioning and management of devices not supplied by Magnetic North or BT 25

26 Powerful APIs for integration with your data Incoming call Caller Lookup CLID in DATABASE Route to Office A where CUST_REGION=SOUTHEAST Route to Office B Where CUST_REGION=MIDLANDS Routing API Office A Screen-pop API 26 Office B

27 Enhanced feature options Unified Messaging - Visual Voice Mail - SMS - Fax Attendant Console - Drag and drop connections - Rapid Park/Pickup/Xfer/Conf Presence - Microsoft Lync / OCS - Magnetic North IM 27

28 Option - powerful operator consoles 28

29 Access points and methods BT or 3rd-Party Internet Home worker Remote Office Nomadic Users Hosted PBX Magnetic North Network Mobile SIP Client (over WiFi) BT Point to Point Leased Line MPLS MPLS High Availability & converged WAN Private DSL Low Latency EBSA Annex M 50ms Latency Delivered over BT PSTN Line Including router Office (from s of calls) Branch office (up to 40 calls) 29 Head Office / Call Centre

30 Connect your IP-PBX & legacy PBX sites SIP TRUNK TO IP-PBX - leverage existing estate - reduce line rentals - unify call charges and billing - internal dial plan SIP TRUNK TO LEGACY PBX - MN provided SIP-E1 gateway - Each gateway supports 4 x E1 30

31 Virtualised PBX - connecting all of your sites 31

32 Maximise Multimedia Contact Centre Maximise Multimedia Contact Centre Inbound Outbound Skillsets SMS IVR Chat Mobile Screening 32

33 Optional PCI compliance in the cloud Seamless Agent always present Simple XML API Keeps card details out-of-scope 33

34 Success Management Program Acquisition Activation Intensive care Business as usual 34

35 Rapid deployment BRING YOUR EXISTING GEO AND 08 NUMBERS WITH YOU* EBSA users live in as few as 15 working days Onsite training and go-live support via Success Management Port in existing Non Geo (08) numbers (~5 days) Port in existing Geographic (01/02) numbers (~20 days) Internet users live in as few as 5 days with new numbers * Any number provided by an operator with a porting agreement with BT 35

36 Assistance when you need it 24x7 UK-based Support Easyaccess Web Portal 36

37 Simplified billing Detail & summary billing - Exceptions - Graphical breakdowns - Cost centres - CDR-level detail - CDR searches 37

38 What does it cost? Per Extn Per Concurrent Agent Fixed Cost Setup Fixed Monthly Rentals Per Extn Per Concurrent Agent Call Charges SMS Messages Call Centre Usage Call Recording Usage Charges 38

39 Contract options Freedom Zero commitment great for proof of concept 30 days notice to leave at any time 12 month Commitment has its rewards Pay annually in advance for discounted rentals 3 year Deep discounts on setup and rentals Pay annually in advance for discounted rentals 5 year Further discounts for longer-term commitment Pay annually in advance for discounted rentals * Quarterly payment option available at higher tariff 39

40 Open forum 40

41 Thank you 41

42 Backup Slides HPBX Architecture, Resilience, Security 42

43 We give you... Secure solution ready for business ISO27001 security certified PCI-DSS certified datacentres 43

44 We give you... High-availability Multiple active-active geo-independent data centres Multiple data and voice connections 44

45 Multi-tenant solution Global Administrator Tenant Administrator Tenant Administrator Tenant Administrator Agents, Supervisors, Managers Agents, Supervisors, Managers Agents, Supervisors, Managers Tenant Data Tenant Data Tenant Data Tenant A Secure Partition Tenant B Secure Partition Tenant C Secure Partition 45

46 Architecture overview Customer A Customer A registrations Alternates Resilient Routing PBX Cluster (HA- UNIX) Customer Connections Firewall Pairs in HA Carrier Switch Pairs in HA Heartbeat failover PBX Cluster (HA-Unix) Customer B Customer B registrations BT IP Exchange 46

47 IP connectivity & resilience Magnetic North has its own ASN (Autonomous System Number) We are an ISP in our own right Magnetic North peers with 5 Tier-1 ISPs concurrently BGP + HSRP equipped hot-failover routers Dual Firewalls Dual Switches 47

48 Platform connectivity and resilience All servers are clustered for resilience Dual CPU Dual PSU RAID-5 Carrier Switches are GARP enabled Maximum impact of failure = 0.5 sec silence 48

49 How does it work? Note: Customer firewall must be configured to prioritise VoIP and reserve sufficient bandwidth for voice calls. 49

50 Scalable SIP recording platform in depth Database Voice Network Call Details Replication Voice data SIP Indexing Server Alternate Datacentre Intelligent Tap Units SIP + RTP Recording Server Raw RTP Call Details Replication Consolidation Server WAV Audio Compression Server Compressed Audio SAN 50

51 Application services Database Serving Web Pages Call Details Web Farm Call Audio Streaming Audio SAN 51

52 IP peering UK POPs 52

53 Express peers Connected to all major content providers No more than a single hop without traversing public internet 53

54 Global IP reach with QoS 54

55 Customer connectivity options EFM Leased Lines EBSA MPLS Public Internet* * Customer firewall must be configured to prioritise VoIP, QoS cannot be guaranteed by MN 55

56 Integration with customer systems Magnetic North Datacentre SIP Trunks Existing IP PBX SIP Trunks to existing IP PBX for VoIP calls or Quad E1 Gateways for Euro ISDN Presentation 56

57 Automatic provisioning Spreadsheet Import XML-based Provisioning API Cloud Database 57

58 Provisioning worksheets and API 58

59 Operational analysis and guidance 59

60 Developing with the business Growth of Business Start-up Developing Business Mature Business Toolbar + Keystroke Macro Toolbar + API Screen Pop Maximise Toolbar 100% Integrated Paper based Full CRM system e.g. Siebel Level of Maximise Integration 60