IP Voice Service Product Information

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1 IP Voice Service Product Information New Voice Media V1.5 Nov 2012

2 Document History Version Description Date 1.0 First Release May Minor revision to add codec and bandwidth requirements 31 st May Minor revision to RTD 19 th July Added some more phone types 19 th July Changes to IP Pre-requisites 22 nd Nov Added new picture of softphone 23 rd Nov 2012 NewVoiceMedia Contacts Name Role Contact Details Chris Haggis Pre-Sales NewVoiceMedia Belvedere Basing View Basingstoke RG21 4HG 2

3 About NewVoiceMedia We enable our customers to radically improve the customer experience they deliver, quickly, simply & cost effectively. NewVoiceMedia s founders had a clear philosophy based on extensive experience in developing and deploying traditional contact centre solutions - fundamentally there had to be a simpler, more cost effective and flexible way to deliver contact centre technology. In 2001 NewVoiceMedia embarked on developing the UK s first multi-tenanted hosted Contact Centre service ContactWorld. Cloud technology as a concept was very much in its infancy and NewVoiceMedia had laid the foundations for what it is now widely agreed as the transformational and strategic option for deploying call centre services. NewVoiceMedia ContactWorld services. ContactWorld provides cloud contact centre solutions to organisations at a fraction of the cost of traditional systems. Clients range from large multi-centre operations with sales, support and help desks, to smaller companies who need an effective business telephony solution to manage their business. ContactWorld PCI enables organisations to deliver fully PCI DSS compliant telephone-based credit card transactions, offering benefits for customers and businesses. ContactWorld delivers: ACD (Automatic Call Distribution) routing and queuing of calls. IVR (Interactive Voice Response) touch tone IVR call steering, IVR menus and data capture. CTI (Computer Telephony Integration) the ability to use data to influence the call routing (value, data directed routing) and deliver a screen pop to the agent. Call recording. MIS (Statistics) Historical and real-time reports and dashboards. Pre and post call customer survey. PCI Level 1 compliant payment solution. 3

4 A product also available to our clients is ContactWorld for Salesforce.com, benefits include:- ContactWorld for Salesforce offers an integrated solution for Salesforce CRM. It provides a single central source of information, so organisations can run their entire sales & customer service business using cloud technology. Uniquely the NewVoiceMedia integration is 100% cloud. Unlike many of our competitors this requires no desktop components to install and ensures a true location independent virtual cloud service. Integration with Salesforce.com Sales Cloud and Service Cloud services. 4

5 Contents 1 INTRODUCTION AND DOCUMENT PURPOSE BENEFITS RESILIENT ARCHITECTURE PHONE TYPES NETWORK CONNECTIVITY LICENSE AND FEATURE OPTIONS PRE-REQUISITES

6 1 Introduction and document purpose NewVoiceMedia s telephony solution is delivered using cloud-based technology, which provides the functionality of an on-premise solution at a fraction of the price, without any need for specialist expertise or months of time to implement or adapt. NewVoiceMedia can operate two modes of delivering our contact centre services to site locations. The customer may choose to either keep using an existing on premise PBX and telephones, alternatively we can provide a cloud based IP Voice Service that will enable companies to use the services of a resilient and secure IP (VOIP) PBX. The purpose of this document is to provide a high level overview of the features and functions of the IP Voice Service (VS). The IP VS is a resilient and secure IP (VOIP) PBX that BT Wholesale offer through licensed resellers. NewVoiceMedia is a licensed reseller of this product, the service operates perfectly with our ContactWorld cloud based contact centre service but can also operates stand alone for standard back office PBX functionality. This document describes the main features that are available with IP VS and the pre-requisites that will be required for a successful deployment. It also provides the different deployment options a client could use such as phone types and network connectivity. 2 Benefits NewVoiceMedia selected the IP VS platform as it provides all the standard telephony features needed to operate with our ContactWorld service and is built to a high level of security, scalability and resilience. It also provides all of the corporate PBX features that customers will need to run back office type telephony. In using this service customers will receive these benefits:- No need for a PBX to be installed/maintained at the customer s premises. Small upfront costs, all service charges are billed monthly. Choice of feature sets including Basic, Standard, Premium and Premium Plus. (These are described in a later section) Corporate telephony solutions at SME prices. Central system management and support. Choice of hard-phones or soft-phones. Conference phone capability. Latest SIP technology for future proofing and investment in hard-phones. 3 Resilient Architecture NewVoiceMedia chose the IP VS platform as the most suitable PBX choice to run our own contact center services as it is built using best of breed carrier grade telephony equipment the BroadSoft IP 6

7 PBX. The BroadSoft platform has more than a decade of field hardened robustness delivering business critical voice and video services to businesses of all sizes in all regions of the world. BroadSoft runs on "5 9's" reliable operating systems and industry hardware and meets and exceeds industry standards. The IP VS is hosted across two locations for protection against geographical disaster as shown in the diagram below, in addition each node has local resiliency to prevent any single point of failure. Platform Architecture 8 Customers have a choice to use handsets or softphones or a mixture of the two. In addition attendant (receptionist) and conference phones can be provided. Network connectivity between the client site and the IP VS data centres is extremely important where clients require business critical telephony services then dual IP links should be used each with required quality and class of services for VOIP transmission. 4 Phone types Customers will have the choice of handsets or softphones and the ability to use certain headsets for contact centre agents. When using Handsets, NewVoiceMedia recommend that customers use the Cisco range as we have found through many customer deployments these to be slightly better quality although it is possible to provide a Polycom SoundPoint range details of which are available on request. 7

8 A range of headsets can be used with the handsets or softphone; these can be researched and tested during the sales cycle in order to determine the most suitable product depending on each customers environment. Handset Description Picture Cisco SPA525G The Cisco SPA 525G is the replacement product for the Cisco SPA 962. This phone is a 5-Line IP Phone with Colour Display, PoE, g, Bluetooth. The Cisco SPA 525G is ideal for executive offices, difficult-to-wire workspaces, and public areas with high traffic. The Cisco SPA 525G requires a POE switch or an AC Power Adapter. Cisco SPA502G The Cisco SPA 502G is the replacement product for the Cisco SPA 921. The Cisco 502G is a 1 Line IP Phone With Display, PoE, PC Port. The Cisco 502G is ideal for employees who require a lot from their phones, but don't need all the buttons. The Cisco 502G requires a POE switch or an AC Power Adapter. 8

9 Cisco SPA508G The Cisco SPA 508G is an 8 Line IP Phone With Display, PoE and PC Port. The Cisco SPA 508G is ideal for managers and administrators who need extra keys for speed dials, shared lines, and monitor lines. The Cisco SPA 508G requires a POE switch or an AC Power Adapter. In addition NewVoiceMedia can supply the conference phones listed below:- Conference Phone Description Picture Polycom SoundStation IP6000 The Polycom 6000 is a nextgeneration IP conference phone designed for small to midsize rooms 14 khz Polycom HD Voice for remarkable clarity. The microphone pickup 9

10 range is approx 12 feet on the Polycom SoundStation Powered via POE - Optional power supply. Polycom SoundStation IP7000 The Polycom 7000 has astounding voice quality and clarity from the world s most advanced IP conference phone. 22 khz CD-quality Polycom HD Voice technology for life-like clarity The microphone pickup range is approx 20 feet on the Polycom SoundStation Powered via POE - Optional power supply. Customers will also have the choice to select the use of Softphones for any employees who do not need a handset. This could potentially be any staff that regularly work from different office s, home workers or simply prefer not to have a hand-set. 10

11 The softphone will operate on Apple Mac s, Windows PC s or even Apple IPads. The softphone has all of the features expected from a handset including the ability to import contact directory or integrate to the company directory through LDAP. 5 Network connectivity. Customers will have the ability to use the IP VS telephones across the public internet. However NewVoiceMedia will not support a service level for voice delivery for customers who proceed in this manner. Using the public internet will not allow voice IP packets to be prioritised or given any special treatment over other internet data packets and therefore good voice quality will be intermittent. Those customers who do not place any business criticality on telephone calls may wish to pursue this option, but for the majority of our clients they will use an un-contended connection between company sites and the IP VS network. Through our network partners, NewVoiceMedia are able to offer cost effective Ethernet services to allow highly resilient connections suitable for voice transmission. Depending on the customers requirements and location the service could be EFM (Ethernet First Mile) which is a highly resilient bonded copper pair that has the ability to carry higher bandwidth connections of up to 10Mbps to businesses without the need for costly end-to-end fibre leased lines. Alternatively when the requirement for bandwidth exceeds 10Mbs then NewVoiceMedia will work with partners to select the most suitable fibre provider for the particular customer site location. NewVoiceMedia has partnerships only with those network providers who are able to interconnect directly into the BT IP VS network. This therefore ensures that a service level can be achieved for the voice communication. NewVoiceMedia will only assist customers with network provision as part of the ContactWorld service deployment, we do not provide these standalone. Bandwidth Calculations:- Codec Packet Size per call Bandwidth estimate for 100 concurrent telephone calls G711u 80K Use 100K per telephone and a worst case scenario that all telephones are used at once. 100K x 100 = 10MB G729 24k Use 30K per telephone and a worst case scenario that all telephones are used at once. 30K x 100 = 3MB NewVoiceMedia recommends that clients utilise a G711 codec to achieve higher quality voice communication. 6 License and Feature Options The tables below show the features available with each of the service packages. It is important to note that ContactWorld agents will only need Basic licenses, which is the most economic package. The other packages may be required depending on particular back office requirements a customer may have. 11

12 Site Group Features Level Feature Name Basic License Standard License Premium License* Premium Plus License* Site Call Capacity Management x x x x Site Calling Plan: Incoming Calls x x x x Site Calling Plan: Outgoing Calls x x x x Site Configurable Feature Access Codes x x x x Site Device Inventory Report x x x x Site Hunt Group x x x x Site Intercept Group x x x x Site Series Completion x x x x Site Voice Messaging Group x x x x Site Call Park x x x Site Call Pickup x x x Site Account/Authorisation Codes x x Site Enhanced Outgoing Calling Plan x x Site LDAP Directory x x Site Music On Hold x x Personal User Features Level Feature Name Basic License Standard License Premium License* Premium Plus License* User Authentication x x x x User Basic Calls Log x x x x User Call Forwarding Always x x x x User Call Forwarding Busy x x x x User Call Forwarding No Answer x x x x User Call Forward Not Reachable x x x x User Call Return x x x x User Call Transfer (Blind and Consultative) x x x x User Call Waiting x x x x User Calling Line ID Delivery External x x x x User Calling Line ID Delivery - Internal x x x x User Calling Line ID Delivery -Blocking x x x x User Calling Name Retrieval x x x x User Client Call Control x x x x User Flash Call Hold x x x x User Flash Call Transfer x x x x User Intercept User x x x x User Last Number Redial x x x x User Three- Way Calling x x x x User Automatic Call-back x x x User Anonymous Call Rejection x x x User Do Not Disturb x x x User Speed Dial 8 x x x User Speed Dial 100 x x x User Alternate Numbers x x User Automatic Hold/Retrieve x x User Barge-in Exempt x x User Call Forward Selective x x User Call Notify x x User Calling Line ID Blocking Override x x User CommPilot Express x x User Directed Call Pickup with Barge In x x 12

13 User Priority Alert/Distinctive Ringing x x User Push-to-talk x x User Remote Office x x User Selective Call Acceptance x x User Selective Call Rejection x x User Sequential Ringing x x User Simultaneous Ring x x User Voice Messaging User (Voic ) x x User Voice Portal Calling x x User Toolbar x Optional Personal Add-on Features Level Feature Name Basic License Standard License Premium License* Premium Plus License* User Reception Console Can be Can be included Can be included Can be included included User Soft Phone Can be Can be included Can be included Can be included included User Toolbar Can be Can be included Can be included x included User Voic inc Call Notify Can be Can be included x x included User Hot Desking/Hoteling Can be included Can be included Can be included User Shared Call Appearance Can be included Can be included Can be included User Busy Lamp Field (BLF) Can be included Can be included 13

14 7 Pre-Requisites 1) In order to achieve a high quality of voice service then a network latency of less than 150ms (one way) is required, packet loss of no more than 1% and Jitter less than 1ms. NewVoiceMedia can assist in selecting a Network provider to achieve these tolerance s but it is a client responsibility to ensure these are met end to end through the local area network. 2) The IP PBX is located across the 2 DC's below. So your network provider needs to do a link between the Contact Centre(s) and these two locations for resilience. Telehouse West Coriander Avenue London E14 2AA, UK Telecity Group UK Ltd 8&9 Harbour Exchange Square London E14 9GE, UK 3) NewVoiceMedia will provide a template for which clients are responsible to provide all user names and feature requirements for provisioning. NewVoiceMedia will train clients on the administration of users phone features and it will be their responsibility to manage leavers, internal changes and new joiners. 4) It will be the client s responsibility to deploy the handsets to each location, and when using the softphone to deploy to users PC s or Laptops. 5) Customers will provide all network infrastructure including firewalls, routers and switches. 6) When using the handsets and conference phones these require power over Ethernet or a power block. Clients must state if they require separate power blocks as these will not be included with pricing. 7) The customer is responsible for providing firewall expertise dependant on their chosen product. It is important to choose a firewall that will support the VOIP protocols, NewVoiceMedia will be able to make some recommendations on this. 8) A customer will supply the UK area code they wish to use for DDI numbers. This could be a mixture of DDI s using different area codes, but they will always be UK numbers. 14

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