Information Pack 2015

Transcription

1 Information Pack 2015

2 2 Numbergroup Information Pack Contents Welcome to Numbergroup 3 Products and Services 4 Numbergroup Staff Information and Contact Details 8 Help Desk Information and Customer Support 9 Customer Management Portal: Selfcare 10 Customer Billing Information 11 Number Porting Process 12 Customer Complaints Policy 13 Service Level Agreement 14

3 Numbergroup Information Pack 3 Welcome to Numbergroup With over 30 years experience in the telecommunications industry, our mission is to deliver a premium service at an affordable rate. We offer a range of services that allow your business s telecoms to run as smoothly, efficiently and economically as possible. Numbergroup s small team of dedicated and passionate staff allows us to provide a better bespoke service, always delivering immediate assistance, so you can take care of business while we manage the telecoms. Why Numbergroup? We are a truly a 100% independently owned telecommunications provider. Head-quartered in Ireland with our UK support centre running 24/7, we are always just a telephone call away. We write and maintain our own software which has been developed over the last 10 years. We currently process over 20 million calls a month and have the capacity for our 50 million at current levels. In addition we re one of a few Telecom providers who benefit from direct interconnect with BT Wholesale at multiply points of presence. Ultimately offering unparalleled performance for our customers at incredibly low prices with no middle men or resellers involved. Here at Numbergroup we offer a complete end to end Hosted Telephony solution, SIP Trunking, DDI telephone numbering along with an array of Telecom solutions to suit every business requirement. Customer service is at the heart of our business and we truly strive to provide you with the service you expect and deserve. To quote our CEO You only pay if you re happy!.

4 4 Numbergroup Information Pack Cut up to 50% off your monthly call costs with our cloud-based Hosted PBX solution. With zero maintenance, it s a no brainer! What we offer Hosted PBX Our complete end to end Hosted PBX solution offers a sophisticated telephone system without the need to invest and maintain high end equipment. Whether you need a handful of extensions for your office or hundreds to run your call centre we can cater to each individual requirement, added with the flexible scalability we will grow with you. Utilise the full potential of your existing internet connection and reduce your call charges by at least 50% each month. Whether you work from home, office or even overseas connect to the same office telephone system using an internet connection and take advantage of our advanced Hosted PBX features and Wholesale call rates. Our Hosted Telephony solution will allow you to transfer calls, put customer on hold (with music), have conference calls or even direct calls to the appropriate department/individual through the auto attendant. There s also no need for expensive hardware/software upgrades or IT consultants. The phone system can be managed and configured via our online control panel (Selfcare) 24 hours a day in real time. Telephone Numbers (UK & International) We have full access to all the telephone numbering ranges available in the UK, currently stocking over 2 million telephone numbers of many different ranges, retail price points and geographic locations. We now also offer international numbers available upon request. Memorable Telephone Numbers Numbergroup have an extensive selection of unique memorable / cherished geographic and non-geographic numbers readily available for all business purposes. If you would like to find out more about our memorable telephone number ranges including our competitive pricing structures then please visit Alternatively, contact for more information.

5 Numbergroup Information Pack 5 We offer unlimited SIP trunks and channels with a built-in PSTN Failover solution as standard SIP Trunking We provide a high quality SIP Trunking service that connects your PBX directly into our network via a DSL or Ethernet IP connection. We receive and terminate your voice calls over the public switched telephone network. Our SIP trunking service offers access to our competitive call rates with an unlimited number of concurrent channels and added built-in PSTN failover. This service provides a highly flexible alternative to ISDN and has been fully tested with many leading IP PBX applications such as Asterisk, Avaya, 3CX, Freeswitch and SNOM to name a few. IVR Features We have created a range of IVR calling features that can be used with any of our telephone numbers, helping you to effectively manage your inbound telephone calls in a more professional manner. We also offer thorough demonstrations on how to set up, activate and customise your own IVR features to best suit your business requirement. Outbound Outbound call termination to the public switched telephone network is available using our multiple IP interconnects with the core BT network. This guarantees high quality speech and Clarity with a wide range of codecs. We provide you with wholesale rates, unlimited concurrent calls, no minimum call charge, CLI masking and much more. Advanced Call Features - Bespoke IVR - Bespoke Greeting and Voic - Call Recording (Inbound / Outbound) - Time of Day Routing - Fax to - Missed Call Alert - Voic to - Multiple Diverts - Call Queuing - Call Transfer - Music on Hold - Hunt Groups - Call Whisper

6 6 Numbergroup Information Pack Number Range Hosting / DDI Hosting By hosting number ranges on our network we can reduce network operational costs for communication providers who hold Ofcom number allocations. To ensure your numbers are live within 40 days, we manage the entire hosting process by dealing with the relevant carriers. Once your numbers are live on the BT core network, we then work with other communication providers to ensure the data-fill is carried out on their networks, allowing access to your ranges throughout the UK. We don t charge any fees for this service or limit the number of concurrent calls that your numbers can receive. We simply take a small percentage from the wholesale call rates paid by BT, passing the remaining balance to you on a monthly basis. We also manage the network and infrastructure allowing you to run your business without any operational expense or technical resources. Audio Streaming Numbergroup audio streaming enables broadcasters of internet radio stations, concert promoters and traditional radio stations to make their audio feeds available to anyone with a telephone using internet radio software such as Shoutcast and Icecast. Our services allow you to use one MP3 stream to distribute your audio files across the entire UK telecommunications network without any configuration, streaming or bandwidth requirements, no matter how many dial in listeners you have. This means no software downloads, apps, 3G or Wi-Fi data plans are required for your listeners to enjoy your audio shows when calling a regular UK landline number from anywhere in the world. Call Answering With a call centre based in the UK, Numbergroup supplies a friendly, experienced team that answers calls in your company name during office hours. Your calls are then transferred to your preferred contact number or a message will be taken down and forwarded to your address. Calls outside of business hours can be forwarded to our personalised voic service and also sent directly to your . On supplying you with a number, Numbergroup tailors its service to suit your business needs, answering all your company s calls or just the overflow when your lines are busy; making sure your customers are never left in long, frustrating queues.

7 Numbergroup Information Pack 7 Numbering API Our API provides machine to machine access to our provisioning servers which gives you access to our entire range of telephone numbers, as well as secure transactions via preregistered endpoints (IP address), the ability to request new Direct Dial-In (DDI) and update existing DDI translations. We can extend API to suit business requirements, enabling immediate provisioning of new numbers, forwarding to existing numbers and also enabling enhanced services such as voic . Our API accepts two types of methods for affecting a Number Translation. These include a request and an update method. The request method allocates a new number translation while the update method can update or remove a translation.

8 8 Numbergroup Information Pack emergency contact (24hrs a day) Text EMERGENCY to: Numbergroup Staff Information and Contact Details Numbergroup Office Telephone UK Freephone: Ireland: Miami: International: Emergency Contact: Text EMERGENCY to: (24hrs a day) Jody Rhodes (Director) jody.rhodes@numbergroup.com Kabir Ahmed (Manager) kabir.ahmed@numbergroup.com uk.linkedin.com/in/kabirahmed1 Shamsul Alom (Accounts Manager) sham@numbergroup.com uk.linkedin.com/in/shamsul-alom Diane Fowler (Call Centre Manager) diane.fowler@numbergroup.com uk.linkedin.com/in/dianefowler Technical Support, Enquiries and Requests support@numbergroup.com Office Hours (UK GMT) Mon - Fri (9am-5.30pm) Follow us on Twitter For all the latest news, events and technical support follow us at twitter.com/numbergroup LinkedIn linkedin.com/company/numbergroup YouTube youtube.com/user/numbergroup

9 Numbergroup Information Pack 9 Helpdesk Information and Customer Support We take pride in dealing with customer enquiries efficiently and effectively, ensuring that customers have sufficient information and resources available to them at all times. Ticketing System Our ticketing system enables us to execute the kind of one to one service our customers deserve and allows customers to keep track of their enquires in real time. We understand that time is valuable to our customers, so this automated system strives to improve the overall efficiency of our support team. Using the features of the ticketing system ensures that the end users can submit new requests or check the status of their open requests at their convenience. Our support ticketing system holds us accountable to deal with all of your queries. To access the ticketing system an can be sent to support@numbergroup.com We encourage the use of this system as it prevents misguided information and it also enables us to understand key areas of improvement. During office working hours, the ticketing system is monitored regularly and most enquiries and requests are usually answered within 15 minutes. Once an ticket is viewed, the appropriate team is then notified to deal with the enquiry or request within the same working day. General enquiries and requests sent outside of office working hours such as weekends and bank holidays are dealt within 4 hours. Please note that all emergencies are highly prioritised and the support staff can be reached by text 24hrs a day by texting EMERGENCY to

10 10 Numbergroup Information Pack Customer Management Portal: Selfcare Selfcare is a web-based management tool which allows you to set up, manage and report on the usage of your business telephones, in real time, 24 hours a day. Please take a look at some of our features which are currently available for you to tailor to your specific business needs, as and when they arise. The Selfcare online customer management portal allows you to: Add and remove additional numbers to your account Update your call forwarding instantly Set up and manage your Sip Trunk configurations Set up call recordings Instantly access and download call records and invoices Set up time of day routing Add and update advanced call features such as: - Call whispers (know who is calling before you answer) - IVR (interactive voice recordings) - Welcome messages - Allow calling numbers to display - Set up hunt groups (to manage advert/marketing response) - Fax to - Voic to - Missed call alerts - Set up and manage TPS screening options All changes and updates are done in real time and can be accessed any time from a web based browser. We recommend the following browsers: Google Chrome Firefox Safari We have created useful self-help video guides to help you manage your numbers more effectively which can be found on our website in the user guides drop down menu. Alternatively, it can be accessed directly from our YouTube channel:

11 Numbergroup Information Pack 11 Customer Billing Information Invoices are produced and delivered in PDF format by on the 1st of every month. We also give our customers the ability to view a full history of their invoices using Selfcare, our customer management portal. The invoice includes a total of all call charges (1 month in arrears) and rental charges (1 month in advance). The invoice also contains a full breakdown of call data records with payment instructions included. Paying your Invoice We operate a direct debit payment scheme in association with Eazy Collect Services Ltd. Direct debit payments are automatically collected on the 15th of each month. Direct debits can be set up during the registration process by completing and submitting the direct debit form that you received along with the application form. Wholesale customers incurring monthly charges of over 500 are required to use the Banking Automated Clearing System (BACS) when making payments. Payments are due within 10 days of invoice receipt. Our bank details can be found at the bottom of every invoice. Late Payment Charges Failure to settle outstanding invoices by the required due date will incur an administration charge of 5.00 and your service may be temporarily suspended until all payments are cleared. Please note rental charges will still be incurred while the account is suspended.

12 12 Numbergroup Information Pack keep your existing number Number Porting Process Number porting allows you to keep your existing number if you choose to move your telephone services from one telecommunications provider to another. If you have recently moved locations, or you are simply looking for better services and more competitive rates, then we can help with the smooth transition of these numbers by porting any existing UK telephone number from any supplier to Numbergroup. What sets Numbergroup apart from other telecoms providers is that we have a reliable and convenient porting process which delivers substantial savings, which can then be passed onto our customers. We believe in maintaining our customers best interests by ensuring that all ported calls are routed efficiently, as well as ensuring a continuation of service with no downtime All we require to get this process under way is a copy of your most recent telephone bill. Time scales can vary, but you can expect your number to be ported on to our network between 14 to 30 days once the port request has been submitted and approved. Below you will find our charges for this service: Geographic single lines/ single numbers: per number Geographic multi lines/ additional numbers: Non-geographic numbers (single line/number): from Number export: from Please send all porting requests to Kabir Ahmed via on kabir.ahmed@numbergroup.com

13 Numbergroup Information Pack 13 Customer Complaints Policy We maintain a strong customer focus and our customer complaints policy reflects our dedication to our customers. Customers are encouraged to raise any expressions of dissatisfaction at an early stage so that it can be dealt with effectively by Numbergroup. Handling Complaints We will deal with formal complaints in a way that: Is friendly and personal Is fair and efficient Treats complaints with appropriate seriousness, sympathy and confidentiality Looks to resolve issues as quickly as possible The complaint should be addressed to the member of staff who is most directly concerned with the issue. Formal Complaints Procedure The Formal Complaints Procedure should only be used when other means of resolving the matter are not possible or effective. In most cases complaints may be addressed and resolved by our Ticketing System (please see page 9). Customers are entitled to use the Formal Complaints Procedure if an issue hasn t been resolved through our Ticketing System, and should be in writing and addressed to: Numbergrp Ltd, The Digital Hub, Dublin 8, Ireland Please provide your business name, address, telephone/ account number, and/or address and, if relevant, the contact details of a person who can discuss the detail of a complaint. Please give a brief explanation of your complaint and explain the type of resolution you are seeking. You will also need to provide relevant evidence of correspondence with the target of the complaint i.e. letters, s etc. A short chronology of events may also be included if deemed helpful and relevant. The Customer Relationship Coordinator will investigate your complaint and work to resolve any issues you may have in line with the terms and conditions of service. A copy of the complaint will also be held internally to monitor actions taken. Customers will be invited to complete a reply slip confirming that the action taken is satisfactory. Once a formal complaint is logged, we will deal with it within 2 weeks. If we cannot resolve the issue, or if you are still not happy after following our formal complaints procedure, you will receive a deadlock letter. Once a deadlock letter is received, you can ask for the matter to be referred to the Independent Ombudsman Services, who will review your case and attempt to resolve any issues in line with their procedures.

14 14 Numbergroup Information Pack Service Level Agreement (SLA) GENERAL 1. This agreement should be read in conjunction with the Numbergroup Contract. The terms agreed in the Contract will supersede any items in this SLA where there is duplication or omission. 2. Numbergroup will take all reasonable steps to restore Service in accordance with this agreement. 3. Neither party shall be liable to the other for failure to perform any obligation under this Agreement (other than an obligation to pay) where such failure was outside such party s reasonable control,including without limitation, the consequence of natural phenomenon, war, civil disorder, inclement weather, fire, failure or shortage of power supplies, seller failure, breach, or delay, industrial disputes, acts or omissions of government, acts or omissions of other telecommunications operators, compliance with statutory obligation, or any other cause beyond Numbergroup s reasonable control. 4. This Agreement may not be assigned or transferred by the Customer to any third party without the prior written consent of Numbergroup. 5. Nothing in this Agreement shall create or be deemed to create a partnership or the relationship of principal and agent between the parties. 6. No failure or delay by Numbergroup in exercising any of its rights under this Agreement shall be deemed to be a waiver of that right and no waiver by Numbergroup of a breach of any provision of this Agreement shall be deemed a waiver of any subsequent breach of the same or any other provision. Any waiver or breach must be expressed in writing by the party waiving such breach. 7. If any provision of this Agreement is held by any court or other competent authority to be invalid or unenforceable in whole or in part the other provisions of this Agreement and the remainder of the affected provision shall continue to be valid. 8. The rights of Numbergroup under this Agreement are cumulative and in addition to any other right or remedy available to it at law or in equity. 9. This Agreement shall be governed by and construed in accordance with the laws of England. FAULT REPORTING 10 Category A (Critical) faults may be reported 24 hours a day, 7 days a week by texting EMERGENCY followed by your Numbergroup account number to Category B faults should be reported via only to support@numbergroup.com. 12. Category C faults are to be reported by only to support@numbergroup.com 13. Before reporting a fault to Numbergroup, the customer will carry out full and comprehensive tests to determine the extent and location of the fault. All details to be included in fault report to assist with prompt resolution. It is the responsibility of the customer to use the correct reporting method for the grade of fault to be reported. 14. Once the fault has been logged fault investigation will begin. Numbergroup will contact and liaise as appropriate with any 3rd party carrier/operator or service provider. Regular updates will be provided to the Customer as per agreed timescales and based on severity of the problem. Details of expected time to fix (if available) will also be provided by Numbergroup. Registered Office: Numbergrp Ltd, The Digital Hub, Dublin 8, Ireland.

15 Numbergroup Information Pack 15 FAULT CATEGORY 15. Category A (Critical): All inbound numbers have ceased to work. - Termination to all destinations has ceased. 16. Category B: Customers are unable to interface with Numbergroup s network. - One, or a batch of, inbound numbers is failing. 17. Category C: Poor call quality is experienced to any destination. - Reports or CDRs are unavailable online. RESPONSE TIME 18. From the time of reporting, the target times to respond to Category A faults are as detailed here: During office hours (09:00 to 17:30 GMT, Monday to Friday) = 15 minutes Out of office hours (including public holidays) = 1 hour 19. From the time of reporting, the target time to respond to Category B faults is as follows: During office hours (09:00 to 17:30 GMT, Monday to Friday) = 4 hours Out of office hours (including public holidays) = 6 hours 20. From the time of reporting, the target time to respond to a Category C fault is one working day. FAULT CLEARANCE 21. On successful identification and rectification of the fault by Numbergroup, the Customer will be notified (where applicable), and will be requested to carry out a test to ensure that the fault has been cleared to their satisfaction. If it is identified that a fault is still apparent Numbergroup must be notified accordingly, if no notification is received the fault will assumed to be clear. PLANNED MAINTENANCE AND UPGRADES 22. Planned network maintenance or upgrades may be required from time to time. 7 days notice will be given to all customers that may be affected by this type of outage. 23. Numbergroup will use all reasonable endeavours to carry out this work with little or no disruption to customers but if Numbergroup and the Customer cannot agree the timing of the outage Numbergroup s decision shall be final. UNSCHEDULED MAINTENANCE 25. Under exceptional circumstances, it may be necessary to perform emergency maintenance, without prior notice. Numbergroup will endeavour to provide as much notification as possible for emergency maintenance. THIRD PARTY ATTRIBUTABLE FAULTS 26. If a fault is identified as being attributable to a third party (i.e. neither the Customer nor Numbergroup),the fault shall be deemed to be the responsibility of Numbergroup but no downtime will be included in Service reliability calculations. In such event, Numbergroup will use all reasonable endeavours to restore the Service within the target times to repair.

16 Telephone: Fax: Registered Office: Numbergrp Ltd, The Digital Hub, Dublin 8, Ireland. Company Number