A brief overview of your Hosted PBX solution

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1 INTRODUCTION With BullsEye s Hosted PBX solution, phone system functionality is hosted on our nationwide network. Hosted PBX is a superior alternative to premise based PBX or key systems. It delivers a rich set of business-grade calling features and integrates all your local, long distance and internet access services over a single network connection. All of this without cumbersome in-house systems or software to buy, manage and maintain. BullsEye Hosted PBX: A Complete IP Communications Solution for Your Business. Hosted PBX is a fully hosted VoIP solution that includes advanced features, flexible calling plans and a full suite of management services and tools that help ensure that you provide the best overall service to your customers, employees and business partners. Benefits Across Your Business Enhance business productivity through advanced features including VIP routing, collaboration, click to call and remote worker/mobility support. Centralize control of communications across your entire company including branch and home office sites, allowing you to easily add sites, users and features. Improve return on your investment through savings on capital expense on PBX s and key systems and through reduced costs for moves, adds or changes Calling Plans to Meet Your Communications Needs Our solution supports voice calling over your data network giving you options for unlimited local and long distance calling and competitive international rates. With BullsEye you gain the efficiency and economic benefits of network convergence for your organization. Convenience and Control The administrator web portal is intuitive and user friendly, providing centralized administration across your network. The VoIP Toolbar and Call Manager provide your users the ability to manage their calls and features through an easy interface accessible via the internet. Once logged in, they can check call logs and manage call settings. PBX in a Box With IP Phones BullsEye has conducted interoperability testing with several leading IP phones. Hosted PBX 1

2 HOW DOES HOSTED PBX WORK? At the customer premise, IP handsets (telephones) are plugged directly into the customer s data network which connects to the Internet using a broadband connection. This CPE (handsets and router) is programmed to communicate directly with BullsEye s Broadsoft switch. BullsEye s switch handles all of the signaling, calls and features (a.k.a., PBX functionality) using digital voice software. As incoming and outgoing calls are transmitted over this connection, the calls are converted to IP-packets. Utilizing BullsEye s network and digital voice platform, the calls are placed and received over a broadband connection to the PSTN. In summary, Hosted PBX is a phone system where BullsEye (as the provider) hosts most of the equipment the phone system requires to operate. All of the functionality usually provided by a customer-premise PBX is provided by BullsEye via a broadband connection. How is it connected? Like a desktop PC, the IP phone plugs into a customer s data network using a network cable, and once turned on, can make calls, forward calls, hold calls, transfer calls, check voice mail, and perform all the functional tasks you would expect out of a business grade phone. As long as the IP phone has a connection to the Internet, it will function as a business telephone loaded with PBX features that go beyond what a traditional analog or digital telephone can provide. Because of the flexibility of IP, an IP handset can be configured to operate over an open Internet connection without geographical boundaries. Equipment Requirements and Considerations 2 things are needed for a computer to connect to the Internet: a router or modem and a working Internet service. The router or modem is most often provided by the broadband provider. The router acts as the bridge between your local data network (the desktop PC and IP phone) and the Internet. Similarly, calls made and received from the IP handset also pass through the router. As more network devices (handsets, PC s, printers) are added to the network, the more data traffic the router will process. The second part to consider is a stable broadband service. There are different types of Internet service including DSL, high speed Cable, T-1(s), T3 lines, and business or metro Ethernet. Hosted PBX works with any of these types, as long as there is sufficient bandwidth to process voice traffic. Hosted PBX 2

3 Bandwidth Requirements Hosted PBX VoIP service does not consume any notable bandwidth until you make an external phone call. Usage, including checking voice mail, and dialing internal extensions within the company, require negligible bandwidth. If there are no external calls made, the bandwidth consumption is 0. Once you make or receive an external phone call, the bandwidth consumed will be a very conservative 30kbps-90kbps (kilobits per second). If you have 2 external calls running at the same time the bandwidth consumed will be 180kbps until either one of the calls hangs up, at which point the consumption of bandwidth drops down. Though the signal is compressed at 30kbps, it is still very high quality. The important thing to know is how many concurrent maximum calls (or paths) your office will have at any one time, and the upload bandwidth available on your internet connection. BullsEye Hosted PBX Diagram Hosted PBX 3

4 TOOL OVERVIEW There are three tools you have at your disposal to utilize, control, and manage your digital voice services. They are the Call Manager, the Digital Voice Toolbar, and the Digital Voice Portal. Call Manager This tool allows you to control an IP-based phone from your PC desktop. You can place calls, transfer calls to your colleagues, or put customers on hold. This feature comes in very handy if your phone comes with a headset. Digital Voice Portal This tool offers the ability to access the behind-thescenes engine that controls your phone and configure it to your specific requirements. With digital voice service, there are numerous capabilities that you can take advantage of, from establishing calling plans to setting up unified messaging. Digital Voice Toolbar Using Internet Explorer, this tool allows you to quickly and easily customize your phone for daily use. Think of it like having your own personal assistant except better! This website covers the basics of how to use these services in order to help you realize some workplace efficiencies. Speaking of efficiencies, there are some interesting approaches when it comes to applying digital voice services. To that extent, this document includes actual customer examples of how to apply and configure these tools in different ways. Depending on the nature of how you use your phones (as well as the nature of your business), one or more of these configurations may work for you. Hosted PBX 4

5 Examples - How to Apply Digital Voice Services Amplify High availability. New numbers are available in 90% of the top 50 MSA s or existing numbers can be ported in most markets Businesses serving multi-lingual markets. Any customer with POTS or Digital Voice services can benefit from the increased productivity, efficiency and low cost of Amplify. Quick Service Restaurant Store Productivity Amplify This Quick Service Restaurant (QSR) allows you select items from a standard menu or create your own dishes from ingredients you select. They will also cater large parties for customers that can be delivered to a designated location or picked up from the nearest restaurant location. Business Problem Even though store locations, hours of operation and catering menus and information is available on their corporate website, many of their customers don t have internet access and continue to call their local store for this information and to place catering orders. This requires personnel at the store to answer calls and provide the caller with the requested information reducing productivity. This customer installed Amplify in high volume locations with menu options that include a greeting in both English and Spanish with the restaurant hours of operation and location, an option for Catering information or ordering that forwards these calls to a Catering Call Center that manages catering orders and an option to talk to the store manager. Increased store productivity because the store hours and location announcement manages 30% to 50% of the incoming calls without an employee needing to delay a task or service a customer Increase efficiency, store productivity and sales by forwarding Catering calls to the Catering Call Center where personnel are better equipped to manage catering requests Amplify provides non-business hour announcements and options that can be designed to manage calls as required so customers can receive answers whenever they call Amplify provides built in Disaster Recovery by allowing the customer to re-route calls in the event of power failures or other issues affecting service at restaurant locations The Digital Voice Admin Portal allows the customer to adjust/change features or options as requirements of the business change, 7 x 24 X 365 Hosted PBX 5

6 Amplify High availability. New numbers are available in 90% of the top 50 MSA s or existing numbers can be ported in most markets Any customer with POTS or Digital Voice services can benefit from the increased productivity, efficiency and low cost of Amplify Transportation Less than a truckload shipping TRANSPORTATION Amplify The Southwest, the Midwest, and the Northwest are all central to the business of, a leading regional less-than-truckload (LTL) carrier. (LTL carriers consolidate freight from multiple shippers into a single truckload.) The company focuses on next-day and second-day services within each of its regions. It operates a fleet of more than 1,950 tractors and nearly 8,500 trailers from a network of about 50 terminals and provides service to 49 US states. This regional company serves the rest of the US through alliances with other carriers. Problem Increasing costs (fuel, personnel, equipment) and competition have reduced overall margin and created a need to lower costs without lowering customer service or satisfaction. This customer installed Amplify at all of their terminals (40) to manage all incoming calls and direct customers to their desired destination. A concise, professional greeting directs customers to select Customer Service or to Request a Pickup or to select other Terminal Operations Personnel. Calls are directed to the right department to manage the customer s request the first time, without having to transfer calls back and forth Reduced expense, the client was able to reduce or reassign personnel that previously had to answer and manage incoming calls The customer created a standardized greeting and announce for all their terminal locations, creating a system wide professional image Amplify provides built in Disaster Recovery by allowing the customer to re-route calls in the event of power failures or other issues affecting service at terminal locations The Digital Voice Admin Portal provides the customer the option of changing call forwarding and other feature options as needed 7 x 24 X 365. Hosted PBX 6

7 Broadband Access and Integrated Voice High availability. New numbers are available in 90% of the top 50 MSA s or existing numbers can be ported in most markets Self Service Kiosk providers with live Agent supported service centers Self Service Kiosk s SELF SERVICE KIOSK Broadband and Integrated Voice Retail kiosks provide retailers with many proven revenue enhancing services while adding convenience and valued services to customers. Self-service applications such as unattended cashier, endless aisle / non-stock product ordering, guided selling, in-store loyalty / gift / credit cards, gift registry, in-store bill payment, service department ordering, product lookup, and targeted promotions/ coupons have all become an integral part of long-term retail strategy. Business Problem Low cost internet access for connectivity to ordering systems, bar code cash or card transactions and voice access to agent supported (live) service centers when required through the kiosk. BullsEye provides internet access with Integrated Voice for voice connectivity to a live agent when required and activated through the kiosk. Single provider for internet access and digital voice calling for remote kiosk locations. Reduce costs with a predictable Digital Voice monthly charge. Integrated Voice provides built in Disaster Recovery by allowing the customer to re-route calls in the event of power failures or other issues affecting service at kiosk locations. The Digital Voice Portal allows the customer to adjust/change features or options as requirements of the business change, 7 x 24 X 365. Hosted PBX 7

8 Virtual Number High availability. New numbers are available in 90% of the top 50 MSA s or existing numbers can be ported in most markets Multi location retail with requirement to adjust store locations in geographic markets based on based on traffic flow, economics and competition Retail Wireless Automatic Call Routing Virtual Number In the highly competitive retail wireless phone business, providers are constantly looking for an edge in reaching the right customer. Many times this involves relocating retail stores to more productive locations based on demographics, traffic flow, etc. Business Problem The store s main telephone is listed in telephone directories, print and web advertising, business cards, etc. The goal is to maintain continuity between the existing store information and the new store location for a period of time until the necessary adjustments can be made in required collateral. The store s main telephone number may not be able to be moved to the new store location because it s in a different telephone number rate center. The traditional solution for this situation is to RCF (Remote Call Forward) the number which forwards any call to the main number to a number at the new location. The issue with RCF is the expense, limited call paths and flexibility. BullsEye Telecom s Virtual Number (VTN) provides an Automatic Call Routing solution at a very competitive price with virtually unlimited call paths and a secure admin portal where customers can make updates and changes from any internet connection 7 x 24 x 365. In addition, Virtual Number provides a variety of standard call management features and unique features like Simultaneous Ring that will forward calls to 10 different phone numbers at the same time. The combination of price, flexibility and control makes Virtual Number the ideal solution to a numerous calling requirements. Maintain existing numbers print and web advertising collateral when stores are moving to new locations by maintaining the same telephone number and using the Virtual Number call forwarding features and options Virtual Number provides built in Disaster Recovery by allowing the customer to re-route calls in the event of power failures or other issues affecting service at restaurant locations The Digital Voice Portal allows the customer to adjust/change features or options as requirements of the business change, 7 x 24 X 365. Hosted PBX 8

9 Virtual Number High availability. New numbers are available in 90% of the top 50 MSA s or existing numbers can be ported in most markets Franchise rental businesses with high turnover that want the ability to re-route calls on demand Rentals / Do it yourself moving (truck and trailer rental moving supplies) Automatic Call Routing Virtual Number With a network of more than 15,950 corporate and franchise locations in all 50 United States and 10 Canadian provinces, this company is the first choice of do-it-yourself movers by providing a variety of trucks and trailers to meet most moving requirements. They are the consumer s number one choice as the largest installer of permanent trailer hitches in the automotive aftermarket industry and supplies alternative-fuel for vehicles and backyard barbecues as one of the nation s largest retailers of propane. Business Problem The cost for managing directory listings, print advertising and other media for 15,000 plus locations is incredible. When a franchise in a market ends their relationship, it creates a gap in market coverage, potentially wastes advertising and other collateral funding. The cost for traditional ILEC Remote Call Forwarding features is prohibitive and feature functionality is limited. By moving their telephones numbers to BullsEye Virtual Numbers the customer is able to quickly re-route numbers previously ringing into franchise locations to a new location within a market area or have calls routed to the Corporate Call Center so no calls or rental opportunities were missed. The customer is able to manage the redirection of calls in real time through the Digital Voice Portal. s Maintain existing numbers print and web advertising collateral when stores are moving to new locations by maintaining the same telephone number and using the Virtual Number call forwarding features and options Reduce costs with a predictable VTN MRC and eliminate the cost for move, adds and changes for standard POTS lines and ILEC RCF s Virtual Number provides built in Disaster Recovery by allowing the customer to re-route calls in the event of power failures or other issues affecting service at restaurant locations The Digital Voice Portal allows the customer to adjust/change features or options as requirements of the business change, 7 x 24 X 365. Hosted PBX 9

10 Digital Voice High availability. New numbers are available in 90% of the top 50 MSA s or existing numbers can be ported in most markets Any customer with end of life telephone systems who wish to retain and increase functionality without the need to invest in a new telephone system (i.e. PBX or key system). Applies to all vertical markets HOSTED IP TELEPHONY Digital Voice The Southwest, the Midwest, and the Northwest are all central to the business of, a leading regional less-than-truckload (LTL) carrier. (LTL carriers consolidate freight from multiple shippers into a single truckload.) The company focuses on next-day and secondday services within each of its regions. It operates a fleet of more than 1,950 tractors and nearly 8,500 trailers from a network of about 50 terminals and provides service to 49 US states. This regional company serves the rest of the US through alliances with other carriers. Problem Increasing costs (fuel, personnel, and equipment) and competition have reduced overall margin and created a need to lower costs without lowering customer service or satisfaction. This customer installed Amplify at all of their terminals (40) to manage all incoming calls and direct customers to their desired destination. A concise, professional greeting directs customers to select Customer Service or to Request a Pickup or to select other Terminal Operations Personnel. Calls are directed to the right department to manage the customer s request the first time, without having to transfer calls back and forth Reduced expense, the client was able to reduce or reassign personnel that previously had to answer and manage incoming calls The customer created a standardized greeting and announce for all their terminal locations, creating a system wide professional image Amplify provides built in Disaster Recovery by allowing the customer to re-route calls in the event of power failures or other issues affecting service at terminal locations The Digital Voice Portal provides the customer the option of changing call forwarding and other feature options as needed 7 x 24 X 365. Hosted PBX 10

11 SIP Trunking High availability. New numbers are available in 90% of the top 50 MSA s or existing numbers can be ported in most markets Reservation Call Centers that service multiple geographic markets or regions Call Centers Reservations Automatic Call Routing SIP Trunking This company offers a Call Center solution (located in California) using IVR and Speech Recognition to automatically make room, show and dinner reservations for hotel/casinos, and restaurants in Las Vegas. Customers call a toll free number to access Reservation lines and through menu selections on the Interactive Voice Response with Speech Recognition system book reservations for their trip to Las Vegas. Business Problem Approximately 30% of the callers to the toll free numbers, for various reasons, decide they would rather talk directly to a live person at the Casino or restaurant to make their reservation. For those situations, the IVR will forward those calls to the appropriate number at the Casino in Las Vegas where the customer can talk to a live agent. The calls are forwarded over standard business lines to the numbers in Las Vegas with the current volume of 250,000 interstate long distance minutes per month with projections growing to 1.5 million minutes per month. Even with the best pots LD rates the cost was quickly becoming excessive BullsEye s recommendation was a combination of digital voice services. The toll free numbers are routed to BullsEye DID s on a SIP Trunk riding the customer 10Mg broadband connection (BYOB). Calls are routed to the IVR system to manage reservation requests as normal. If a customer opts to talk to a live agent, the IVR routes the caller to a BullsEye Virtual Number with a Las Vegas number allowing BullsEye to offer very attractive per minute usage rates based on the volume of minutes used per month. Substantially reduce long distance charges, system flexibility using digital voice services. The Digital Voice Portal allows the customer to adjust/change features or options as requirements of the business change, 7 x 24 X 365 Hosted PBX 11

12 SIP Trunking High availability. New numbers are available in 90% of the top 50 MSA s or existing numbers can be ported in most markets Multi-Location businesses with IP PBX s, customers with analog PBX s that are end of life and will be upgrading to IP. Auto Dealerships MULTI LOCATION SUPPORT SIP Trunking This Auto Dealership has expanded to support several brands in their 5 regional dealership locations in 2 states. 3 of the locations were acquired during the recent downturn in the domestic auto industry. Business Problem Each of the locations had out-dated analog PBX s that were end of life where replacement parts were hard to find and maintenance costs were high. The owner decided to upgrade all the locations to new IP PBX s. In addition the owner was looking to streamline his operations and cut costs wherever possible. BullsEye s recommendation was SIP Trunking. After reviewing the customer usage at each location, BullsEye recommended the Bundled calling plan which resulted in substantially lowering his local and LD usage cost. The customer was able to streamline their operations by advertising a single toll free number for all locations that routed through their main location and was transferred to extensions at the correct geographic dealership over the BullsEye digital voice network. Substantially reduce local and long distance charges Streamline operations by managing all customer calls from a single location Reduced costs by eliminating or reassigning personnel at four of the dealerships that formerly answered calls. Hosted PBX 12