Maintaining your Inter-Tel Telephone System

Transcription

1 Maintaining your Inter-Tel Telephone System

2 The importance of having your system supported and maintained The telephone is probably one of the most essential devices in business today. If your customers cannot contact you, your day to day business can grind to a halt and it could have unseen longer term repercussions. Few people realise that the statutory warranty offered by the manufacturer, usually for a period of 12 months, will cover your hardware for the period, but relies on you to return it for repair or replacement. This type of guarantee is adequate when you consider devices such as media players or toasters which are easy to transport and hence could be dropped back to the shop at anytime. But consider the implications if you had to unscrew your business telephone system from the wall and return that for repair. How would your business operate for the time that your system was back at the manufacturers being repaired? That s why it s essential to have an on-site maintenance contract in place to ensure that your telephone system is always available and ready to provide that vital link with the outside world. Relax in the knowledge that help is at hand PSU Technology Group, in conjunction with Inter-Tel Europe, can provide a comprehensive nationwide on-site parts and labour warranty which will guarantee that your link to the outside world is continuously maintained. PSU have been supplying and supporting Inter-Tel telephone systems for some of the biggest names in the UK since 1996 and audit figures show that on average, 98% of issues have been resolved remotely without an engineer even needing to attend site.this ensures that any downtime at a customer s premises is minimised.we also hold a significant stock of replacements parts distributed across the country, so in the unlikely event that an issue cannot be resolved by dialling into the system, one of our fully trained engineers (many having joined us directly from Inter-Tel) will attend site and replace any parts required to get the system back up and running. I would just like to record our thanks for the excellent service and friendly and professional manner in which it client was carried out. Osborne Insurance

3 Working in conjunction with Inter-Tel Having a close relationship with a manufacturer is essential in understanding a systems capabilities and the myriad of configuration and programming options available to satisfy even the most demanding of users. PSU is one of the three largest suppliers and maintainers of Inter-Tel products within the UK.This dedication has been recognised by our inclusion within the prestigious Inter-Tel European Principal Reseller Group since 2006; an invitation only group consisting of eight companies who have shown a particularly high commitment to service and engineering excellence. Maintenance Plans Standard Cover Monday Friday / 09:00 17:00 (excluding public holidays) Standard response - 16 working hours Optional response - 8 working hours Optional response - 4 working hours Extended Cover Monday Saturday / 09:00 17:00 (excluding public holidays) Standard response - 8 working hours Optional response - 4 working hours 365 Day Cover 365 days a year / 09:00 17:00 (including public holidays) Response - 4 working hours 365 / 24 Cover 365 days a year / 24 hours (including public holidays) Response - 4 working hours What s included: Full parts and labour cover Remote diagnostics / fix Remote programming* Onsite diagnostics / fix Liaison with network provider We logged the call in the morning and within an hour or so, the engineer had visited and fixed the problem. Talk client about speedy service. Premiere Products Benefits: Total support for your telephone system Concise Service Level Agreements (SLA) Broad choice of maintenance plans Easy payment options Unrivalled experience on Inter-Tel systems BS (EN) ISO9001 audited by BSI since 1994

4 Customer Portfolio PSU maintain some of the biggest names in the UK. Ringway Highways Limited (32 UK Sites) Culligans water (6 UK sites) Hazel Carr (7 UK sites) Westaff Recruitment (25 UK sites) British Energy (2 UK sites) Goldsmith Jewellers PLC (HQ) Ford Citation PLC (2 UK sites) The Jewellery Channel Directline Holidays (HQ) Over 20 NHS Trusts Plus many more. Recent contract wins include: After a 9 month evaluation of telephone solutions, Mitsui Sumitomo placed an order with PSU for one of the largest Inter-Tel solutions in the UK, supporting over 300 SIP based extensions, unified messaging and full presence management. Voice over IP solution for Ringway Highways Limited, using fully managed hardware spread across multiple UK sites for over 500 users. Voice over IP solution for Culligans using resilient networking hardware spread across multiple UK sites for over 600 users. Renewal of three year 24/7 contract to ensure the specialist support of ITC data hardware at two nuclear power stations for British Energy Group PLC. Accreditations: Inter-Tel Principal Reseller Microsoft Certified Partner Citrix Silver Solutions Advisor TIA CTP qualified engineers client These days it is rare to be involved with a company that backs up what they talk about in their promotional material. PSU have always responded to our issues with speed, accuracy and care. We use various IT related companies at Culligan but none match PSU for 100% satisfaction. Thank you and well done all! I just wanted to thank you and everyone at PSU who have been absolutely fantastic in helping with our new telephone system. The client service we have had so far has been flawless and feel Masa free to use us if you ever International need a client endorsement. client Hazell Carr Over two weekends we needed to relocate the IT and telecommunications equipment needed to support the 300 staff who would be working from this new site. The PSU engineers were helpful in the extreme, going out of their way to assist us with our telephone and desktop deployment, and doing far more than the call of duty required to ensure that not just the telephony, but the whole project went off smoothly. It was a delight to be supported by such a professional and hardworking group of people who worked with us as though part of the same team. Please accept our thanks to PSU for their help and pass on my praise to the engineers. If you feel that your telephone system could be doing more for your staff and customers, or you re concerned that you re telephone system is not being maintained and supported, call our friendly team on and we ll talk you through how we can help. Alternatively, visit our website at For more information visit the Intertel Systems website at Intertel Systems is a trading style of the PSU Technology Group Ltd. Registered No at 3 Manchester Park,Tewkesbury Road, Cheltenham, Gloucestershire, GL51 9EJ Telephone

5 Current Software Versions Inter-Tel Axxess Software Versions (UK) 4 Earliest version of Axxess software currently in the field in the UK 5.2 Networking of Axxess systems using E1 cards Embedded Voic Card (EVMC) Windows Explorer programming interface CPU64 and CPU128 IP Keyset (compatible with v4.0 and higher) IP SLA NT CPU N T CPU redundancy Increased database capacities with NT CPU (i.e. 300 hunt groups) UCD hunt groups across nodes Group call pick up 5.3 Basic Rate interface card (ISDN2) UK to US networking via 3200N Gateway ACD Agent hunt group log-in across nodes Redirect ringing call 6 Increased capacity to 1024 ports using ATM architecture Increased voic capacity to 40 ports DKSC16+ card (Axxess version backward compatible) CTI PAL units decreased from 60 to 30 Redundancy for CPUs 7 New range of endpoints (8000 Series) IPRC networking / station cards Multiple music on hold devices Swap station features V3 Windows Operator Console Open Architecture Interface (OAI) display controls 8 New Call Processing Card (CPC) CPC replaces CPU64, 128 and 256 CPC software licensing replaces PAL IP Port (10/100 base-t) Built in modem Rechargeable battery Flash memory 8.2 New range of Multiprotocol endpoints (S8000 Series) Media Gateway Control Protocol (MGCP) Gateway released Point to point audio for IP endpoints 32-Port IPRC device card SIP compatibility Caller Line identification (CLI) to analogue extensions System Manager 9 Private Networking and IP endpoints residing on the same IPRC Phantom extensions Silent monitoring and Barge-In Caller ID to single lines on IC calls 9.1 S8602 IP SoftPhone support Network Address Translation (NAT) traversal Automatic NAT detection for IP endpoints Data call logging (Endpoint displays) Missed Calls Received Calls Dialled Calls Intelligent Directory Search (Endpoint displays) New category licensing structure 10 Increased network capability to 99 Nodes (from 64) Disable confirmation tone prior to CRA Display Caller ID Name and Number (setting change) Hybrid Balance Test (analogue line fine tuning tool) Inter-Tel CS Software Versions (UK) 1.0 First software launched in UK 1.2 Call Data Logging See Missed, Received and Dialled Call Info Intelligent Directory Search Access Directory Features Quickly and Efficiently Voic Forward to Simple Unified Messaging Now Included Voic Port Increase Now a Maximum 8 Port Capacity 2.0 Maximum capacity expanded CS-5200 up to 75 IP Endpoints CS-5400 up to 175 IP Endpoints CS-5600 launched for up to 250 IP Endpoints Shared Resource Allocation (SRA) Support for Single Line Module 4 (SLM-4) 2.1 Support for 8 Port Single Line Module (SLM-8) Higher capacity Basic Voice Mail (BVM) up to 16 ports (5600) 2.2 UPS Monitoring: Enhanced Phantom Extensions Axxess to Inter-Tel 5000 DB Conversion Utility Caller ID Propagation OAI Outgoing Caller ID Control At a glance: To simplify the above, we have listed a few common business requirements and shown the Inter-Tel Axxess software level required to implement them. Latest design handsets (8000 range) Requires software version 7 or above (1) IP handsets (S8000 range) for remote of home workers connecting to the main system via broadband. Requires software version 8.2 or above (2) IP Softphones for laptop / notebook users (S8602) Requires software version 9.1 or above Support for ISDN30e (following BT phase out of I421) Requires software version 5.2F2 or above (1) Must be running licensed CPU 64, 128 or 256 with SLC16+ cards (2) See above plus an IPRC networking card if endpoints are multi-protocol Inter-Tel Phone Systems Support and Maintenance Specialists E&OE. For more information visit the Intertel Systems website at Intertel Systems is a trading style of the PSU Technology Group Ltd. Registered No at 3 Manchester Park, Tewkesbury Road, Cheltenham, Gloucestershire, GL51 9EJ Telephone

6 System Upgrades There are many reasons why you should consider upgrading your Inter-Tel telephone system. From the most onerous reasons such as BT no longer offering support for ISDN30 I421 and Inter-Tel no longer manufacturing the old style handsets, to the more business driven reasons such as integrating the system with customer databases or providing fully integrated solutions to allow remote or home workers the ability to work in the same way as if they were in the office. Inter-Tel telephone systems have been sold across the UK since the early nineties and in that time there have been a steady flow of software versions and optional hardware additions culminating with the latest version 10 software. PSU Technology Group look after more than five hundred of the UK s biggest names and regularly provide advice and assistance in ensuring that an organisation gets the most from their investment. There s little point in implementing a forklift approach and replacing your whole system when for a fraction of the cost you can implement the latest technologies and efficiencies into your existing system. If your organisation is discussing any of the areas below, please call us on and we d be happy to discuss your options and quote for the cost of upgrade. Reasons why you should consider upgrading your telephone system to the latest version: 1. ISDN30 I421 If you have the original BT ISDN30 I421 lines connected to your telephone system you will have received a letter from BT explaining that they will no longer support these lines and would recommend that they are replaced with the latest Euro compatible ISDN30 Q931 lines 2. Original Design Phones If you need to add additional system phones for new users, you may need to upgrade your software to at least version 7 to support the new design phones. Inter-Tel continued to produce the original phones for a number of years after the launch of their replacements, but finally ceased production in July IP Phones The IP phones are virtually indistinguishable from standard TDM connected phones but allow for the deployment outside the LAN/WAN. Ideal where organisations have remote or home workers who wish to be connected to the main system via affordable broadband connections. 4. IP Soft Phones for PCs and PDAs IP softphones are similar in concept to the IP phones listed above, but take the principle one step further by doing away with the physical phone all together and replacing it with a software application for PC or PDA which fully emulates the functionality of a physical phone. This is an essential addition for staff who are frequently travelling and away from their desks. 5. Computer Telephony Integration Empower your staff to handle customer calls more effectively by installing computer telephony integration (CTI) software onto your system. Various packages are available off the shelf with new applications constantly being developed. 6. Call Centre Software Take CTI to the next level and deploy a formal or informal call / contact centre with full call distribution and reporting. 7. Call Recording Whether your requirement is for ad hoc recording of individual calls to full 24/7 recording or all calls, there are various options priced to meet all budgets. 8. Wireless Phones Whether you re considering DECT or full wireless, Inter-Tel have a range of devices to fulfil this ever popular requirement. 9. Business Continuity and Survivability A very twenty first century issue, but since 9/11 and Buncefield, organisations have started to look seriously at how they would continue to operate if things went wrong. Inter-Tel have various solutions to provide uninterrupted operation in the event of the unexpected. Inter-Tel Phone Systems Support and Maintenance Specialists E&OE. For more information visit the Intertel Systems website at Intertel Systems is a trading style of the PSU Technology Group Ltd. Registered No at 3 Manchester Park, Tewkesbury Road, Cheltenham, Gloucestershire, GL51 9EJ Telephone