ihub VoIP HIPT Service Definition Document

ihub VoIP HIPT Service Definition Document

Contents VOIP Service... 3 Hosted PBX Functionality... 3 Standard Services... 4 Business Plus... 4 Business Lite... 4 Office... 4 Company Number... 4 Service Summary... 4 Feature Descriptions... 5 IP Phones... 7 Personal Agent... 8 Service Options... 9 Option summary... 9 Service Management... 10 Editing users... 11 Managing advanced services... 12 Phones... 13 Service Level Agreement... 14 Fault classification... 15 Service Credits... 16 Maintenance... 16 Essential engineering work... 16 G-Cloud Details... 17 Trial Service... 17 On boarding... 17 Off-boarding... 17 Training... 17 Disaster Recovery... 17 Ordering and invoicing process... 18 Page 2 of 18

VOIP Service The ihub hosted Government VoIP service is a feature-rich, cost-effective, flexible solution for the Public sector. PROVEN INDUSTRY-WIDE TECHNOLOGY The ihub hosted IP Telephony (HIPT) solution provides services to most industry sectors including retail, hospitality, legal, finance, property, serviced offices, education and the public sector. Many high profile companies use the ihub service and rely on it for their day to day communications. Hosted PBX Functionality The service is feature rich and combines PBX functionality, incoming call management, call recording and mobile integration. ihub utilises market leading technology designed for the enterprise market, utilising network infrastructure provided by the global market leader (Genband), ensuring quality of service and innovation in addition to continuity, scalability and 24/7 professional support. Genband is a leading provider of VoIP infrastructure in the world; Supplies 80 of the top 100 global operators Supplies 19 of the top 20 global tier 1's 41 million customer lines have migrated to Genband s IP switches. Is No.1 in Global VoIP Switching (softswitch) 18 million new SIP ports have been provisioned. 41 million ports have migrated to IP Government communications require reliability as the most important element of the service mix. ihub has invested in the best infrastructure available so as to ensure its customers get the best possible experience and can be confident that the service will always be the best available on the market. HIPT provides voice call connections from ihub s Genband C20 switch to approved SIP IP phones and clients for inbound and outbound calls, delivered over an IP connection. Service specification includes: Calls compressed using G729, G711 alaw and G711 ulaw codecs. G729 is provided as the default codec E164 number format is supported Registration is dynamic using username and password Full support of all outbound call destinations and non-geographic numbers (apart from Premium Rate Service ranges) Access to the PSTN provided by high quality UK interconnects Support of inbound calls with geographic and non-geographic numbers provided Number portability provided for all number types, providing retention for customer DDIs Access to emergency numbers Network Address Translation (NAT) provided within the network, enabling public network connections to be used. Other additional service elements that can be deployed in conjunction with HIPT such as SIP trunks are covered in a separate Service Definition document. HIPT services are provided in standard service packages with varying levels of features. Page 3 of 18

Standard Services Business Plus The Business Plus service is a fully featured individual user service that includes advanced call handling features, inbound number, multimedia features, Personal Agent web based call routing and PC Communicator (PCC) PC application. The service is provided on a per user per month basis, enabling up to 5 devices, such as IP phones, PCC, smartphones, tablets etc. to register to the user s account to make and receive calls. The service includes customer service support. Business Lite The Business Lite service package provides similar functionality to the Business Plus service, but excludes the PCC and multimedia service features such as video calling. The Business Lite service is aimed at a telephony user that does not need the features and multimedia capabilities of the PCC on their PC or laptop, but only requires the ability to make and receive calls on an approved ihub IP phone. Business Lite is provided on a per user per month basis. Office Office provides a restricted set of features for low usage environments such as a warehouse, stores etc. Office is provided on a per user per month basis. Company Number Company Number provides customers with a dedicated service for handling company numbers which may require distribution amongst multiple users. These numbers may be main reception numbers, sales numbers and support numbers. This service allows specific call plans, such as hunt groups, call forwarding, pick up groups etc., to be defined for an inbound number or numbers, with calls terminating on existing users who subscribe to Business Plus or Business Lite. Company number also allows a separate web based Personal Agent to be used for defining call routing services, which allows for easier and simpler routing and control of inbound services. It is also possible to enable a second line on multiple line IP phones to be defined for the Company Number, allowing easy identification of the inbound call, as well as ID of the caller through CLI presentation. The service is designed only for inbound routing and does not feature outbound call services. Company Number is provided on a per number per month basis. Service Summary Feature Office Company Number Business Lite Business Plus Outbound Calling Yes No Yes Yes Ad Hoc Conferencing No Yes Yes Yes Personal Agent No Yes Yes Yes Call Forwarding Busy (CFB) Yes Yes Yes Yes Call Forwarding Do Not Answer Business Sets (CFD) Yes Yes Yes Yes Call Forwarding Intra-group (CFI) Yes Yes Yes Yes Page 4 of 18

Call Transfer (CXR) Yes Yes Yes Yes Call Waiting (CWT) Yes Yes Yes Yes Call Waiting Intra-group (CWI) Yes Yes Yes Yes Calling Name Delivery (CNAMD) Yes Yes Yes Yes Dialable Directory Number (DDN) Yes Yes Yes Yes Message Waiting (MWT) No Yes Yes Yes Meet Me Audio Conferencing No No No Yes Multiple Logins No Yes (10) No Yes (5) Music On Hold Yes Yes Yes Yes Name Display (NAME) Yes Yes Yes Yes Three-Way Calling (3WC) Yes Yes Yes Yes Voicemail with unified messaging No Yes Yes Yes Personal Communicator Client No No No YES - up to 250 entries Feature Descriptions Feature Outbound calling Ad Hoc Conferencing Personal Agent (PA) Call Forwarding Busy (CFB) Call Forwarding Do Not Answer Business Sets (CFD) Description Enables outbound call with CLI presentation Up to 3 callers can join an ad hoc conference. When the conference originator leaves the call the conference ends The Personal Agent is a web based interface that provides routing, call screening and service functionality. Routing features include find me follow me, (which enables inbound calls to be routed to different communication devices dependent on various criteria), and advanced routing which allows users to program a ring list via a web interface to ring several devices at once (simultaneous) or ring different devices in a specific order (sequential). Call screening allows users to choose default route for all incoming calls, advanced screening also allows users to specify rules based on the time of day and the identity of a caller. Services include access to call logs via the PA. When a station assigned Call Forward Busy is busy, all calls are forwarded to a predetermined station within the customer group. Forwards calls after a pre-determined time to an alternative number, with the option of assigning the number through a feature access code, the user can change the number associated with CFD. Page 5 of 18

Call Forwarding Intra-group (CFI) Call Transfer (CXR) Call Waiting (CWT) Call Waiting Intragroup (CWI) Calling Name Delivery (CNAMD) Dial-able Directory Number (DDN) Message Waiting (MWT) Meet Me Audio Conferencing Multiple Logins Music On Hold Name Display (NAME) Three-Way Calling (3WC) Voicemail with unified messaging Allows for the user to activate an Intragroup call forwarding of his/her telephone to another station within their internal dialling plan; generally another extension in the same office. Calls to their telephone will the immediately follow the route determined by the user who programmed their call forward. Call Transfer when assigned to a user allows calls to be transferred to other users or off net. Call Waiting (CWT) allows termination of a call to a busy subscriber by providing a call wait indication tone to the call wait subscriber, and ring tone to the calling party. On receiving the call wait indication, the subscriber may ignore or answer the waiting call. CWI allows a subscriber to apply the CWT option to intra-group calls, in addition to those allowed with CWT The CNAMD feature allows for the calling party s Name to be displayed on the terminating set for both intra-switched and interswitch calls. The calling subscriber must have a name assigned to their set for the feature to work. The DDN feature allows for the called party to have displayed the correct amount of digits to return the call. The number will not be shown in the full PSTN format of 11 digits unless that is the minimum to return the call, but in the format of the minimum digits, e.g., 7 digits for local calls. The MWT feature allows the user to have a variety of means in order to notify that a message has been left such as stuttered dial tone, physical lamp illumination. Meet Me Audio Conferencing users have their own reservation-less private audio conferencing resource available for meetings at any time. Allows a user to login simultaneously up to a defined number of times from different IP devices. Music is played for calls on hold or being transferred The NAME feature associates a caller s name with a directory number (DN). Permanent name suppression is in effect for all subscribers whose names have not been assigned to their DNs by means of the NAME option. The 3WC option enables the subscriber on the assigned line to place an existing call on hold and to set up an inquiry call to another subscriber. The subscriber initiating the three-way call can switch speech paths between the held party and the talking party, and connect all parties into a three-port conference. Easy access to voicemail with a copy of the voice message delivered to email. The Voicemail feature works together with the message waiting indicator to show users that they have new messages. Page 6 of 18

Personal Communicator client - Address book PCC - Caller name display PCC - Caller picture display PCC - Call logs PCC - Click to call PCC - Friends online PCC - Web push PCC - Clipboard PCC - Whiteboard PCC - Instant Messaging (IM) PCC - Presence PCC - Point-to-point video Add/change/delete and search for personal address book entries. It is also possible to import Microsoft Outlook contacts to a global address book. Displays the name of the caller PCC users can choose to display their own picture IDs to callers, using Personal Agent to upload the picture to the network. The picture ID appears when they call another Multimedia PC Client or Multimedia Web Client user. PCC provides logs of incoming and outgoing calls. These can be used to call back, send an instant message or save the entry in an address book. PCC allows a user to click to call from address book/directory, from call logs and from Friends list to connect to another user or contact. Within the personal address book, users can designate entries as Friends to see the online Presence status of the friend in the list A web push is an action to display a web site on another user s PC. Clipboard is a sharing tool that allows two PCC users to exchange Windows clipboard content. Users can share text, photos, drawings, Web bookmarks, and Email address books Whiteboard is a PCC sharing tool that allows users to share a common drawing window where they can enter text and graphics. The secure Instant Messaging (IM) feature allows you to send to and receive IMs from one or more recipients in a standalone IM session or while engaged on an active call. The Presence feature allows users to monitor the online status of designated users as well as alert other users to their status. Provides real time point to point video streaming for active calls IP Phones ihub offers a large range of IP Phones from multiple manufacturers. Prices range from 30 to 150. ihub offers both rental and financing arrangements. Examples of Brands supplied include; Cisco Yealink Polycom Snom Gigaset LG-Ericsson Plantronics Page 7 of 18

For a particular requirement please contact sales@ihub.co.uk to discuss. Personal Agent HIPT features a subscriber self-care portal the Personal Agent (PA) through which an end-user can effectively and easily manage many aspects of their communications services and features. This capability negates the requirement to make modifications to settings via a call to technical support and increases the flexibility for the user. The PA consists of a series of feature windows depending on the services to which the user is subscribed: Highlights of the PA Portal include; Personalized Call Routing and Handling o o o Manage call handling when away from the phone device(s) Manage calls across multiple devices Customizable templates allow screening/ forwarding of calls by time-of-day, caller ID, user availability etc. Access to Call Logs & Address Books o Easy access and management of key contacts and call logs data stored in the provider s network Click to Call o Branch calls between multiple devices with accessing your actual phone device(s) Feature Configuration Page 8 of 18

o Ability to set PINs, password etc. for subscriber services via intuitive GUI interface Group Membership and Management o The Personal Agent interface also provides separate windows for members and administrators of UCD, Call Hunt and Call Pickup Groups (check feature availability). Inbound call routing The Personal Agent web portal has two functions that are used for inbound call routing: call screening and call routing. This enables powerful find-me/follow-me type capabilities for subscribers. Call Screening provides the functionality to screen calls and route the call to your defined voicemail destination or based on the calling party (including anonymous calls), Do-Not-Disturb status, day and time, or call treatment. Call Routes provides the functionality to set up basic routes for your incoming calls. Four basic routes are defined for Call Forward Immediate, Simultaneous Ringing, Sequential Ringing and Call Forward Variants. More complex routes can then be defined based on a combination of the above screening and routing functions. Find-Me/Follow-Me personalized routing. Via the Personal Agent (PA) self-care web portal, users can define simple or complex call routing and handling rules to ensure they always receive calls or that calls are handled and terminated efficiently according to their specific presences. Simultaneous, sequential and presence based routing are supported. o o o With simultaneous ringing, the call terminates to multiple routes at the same time. The first terminating route to answer is accepted and the rest of the routes are released. With sequential ringing, the call tries to terminate to multiple routes, one at a time. Route advancement (i.e. moving through the defined sequence) occurs after an error response is received, a configurable No Answer timer expires, or a redirect response is received The Presence Based Routing feature determines the way that the HIPT service handles calls when the recipient phone/client is in the Unavailable Busy state. This service allows users to select a new condition and exception based on the Presence status of Unavailable Busy in the routes they set up through their PA. It is the customer s responsibility for maintaining and keeping up to date routing plans and other settings within the PA. ihub is not responsible for any changes to routing made via the PA. Any PA changes requested by the user to ihub are chargeable. Service Options Option summary Feature Attendant console Description Provides operator console functionality for receptionists to handle incoming calls to a single or multiple locations Page 9 of 18

Auto attendant Call queuing Call recording Call reports Customer Music on Hold Disaster recovery Fax to email Hot desking Name presentation Allows the caller to select through numeric keys strokes where they would like their call transferred to, i.e. an extension or department Calls are queued and can be routed from queue to agents according to defined parameters Users can record and monitor calls to users or random calls to a list of users Inbound and outbound calls reports for defined users and groups of users Provision of customer specific music on hold Alternative routing in case of network failure Sends and receives faxes via email Enables users to login to an alternative handset in order to receive and make calls as per their user DDI and ID Presentation of name of inbound caller Service Management Service management of HIPT is performed via the service management portal. This enables management and routing of inbound numbers via the Number Allocation tab, configuration changes for individual users, build of group routing plans and phone set ups under the HIPT tab, and setting and management of call barring limits. Number Allocation routing also provides the user with the ability to manage inbound calls for Disaster Recovery purposes by defining an alternative route for DR or similar purposes. Number allocation Number Allocation page contains all the numbers that belong to the customer with a table that shows where they are currently routed and options to change the routing. Page 10 of 18

Once a number is associated to the customer, it is possible to decide to which service the number is pointed. This includes an HIPT user, a SIP trunk or forwarded to any other number, internal or external. This can be done via the number allocation tab of the relevant number. User management The HIPT tab lists all the users that belong to the customer. The displayed fields are the license type, DDI, first name, surname and finally the status of the license. This will tell you if a SIP endpoint is successfully registered on that account. Editing users The Edit button enables editing of all of the settings against that account. Page 11 of 18

From this page, the following fields can be changed: Password: Firstname,Surname : Ext. No: Outbound CLI: Email: (for the voicemail to email service) Call Fwd busy: (number to which the calls will be diverted if the SIP account is not registered or if the phone is determined to be busy.) Call Fwd no Answer: Call Fwd No Answer timer sec) : Call Waiting : (to activate or deactivate call waiting on the line). Name Display : Managing advanced services Advanced services can be managed from the service management portal. These include hunt groups, name presentation, auto attendant, call queuing and fax to email. The following example shows management of a call pick up group: The Call pickup group button enables the following changes: Call pick up groups can be added using the Add New button. Page 12 of 18

A description for the call pickup group can be added. A choice of DDI is possible from the dropdown menu. These members can then be removed from the group and added to others in the same fashion. Phones The service management portal manages phone provisioning for Linksys/ Cisco, Polycom, LG-Ericcson and SNOM devices. The default page displays a list of all the phones that belong to the customer including the MAC addresses, models and SIP accounts. It is possible to add phones: Page 13 of 18

The key fields to be inputted are: MAC address Model Top line Handset Gain Call Waiting Active, Tone, SIP/IM, Dialplan 24h reboot The configuration of existing phones can also be edited. Service Level Agreement Support services are provided by ihub to a Service Level Agreement (SLA) in order to provide customers with a single point of contact for all relevant service issues. ihub provides the following types of support service: MACs Move, add and change requests to user profiles and existing service features are carried out via a request logged with ihub via email. A ticket will be generated for activation of this request. Service requests and changes may be chargeable dependent on the terms of the customer s service agreement. For new features and additional users, please consult your account manager who will raise the appropriate order. All MAC requests have a leadtime of 48 hours. Faults Fault resolution involves receipt of the initial fault report from the customer via telephone email or web, logging of the problem, and subsequent generation of a trouble ticket and trouble ticket number. Page 14 of 18

Skilled technical staff will address the trouble ticket and provide fault diagnostics and problem identification. The customer will be provided with updates regarding fault resolution and timescales. Technical Support may liaise with the customer in order to establish further detail on the fault. Regular status updates are provided to the customer at intervals of no more than 1 hour for Priority 1 faults. If required, faults will be escalated to ihub s 3 rd line support for further diagnostics, including management and reporting of faults with vendor technical services. Fault classification Faults are categorised as follows: Priority 1: Critical Definition: means the condition that exists when the customer is unable to make and receive calls. Characterized by complete hosted service failure. A critical defect is characterised by either: (a) Total service outage; (b) The service is severely affected such that the customer is unable to make either extension to extension calls or extension to PSTN calls or receive calls. Priority 2: Major Definition: means the condition that exists when the service is partially inoperative, but is still usable by the customer. The inoperative portion of the service severely restricts customer s operations but has a less critical effect than a Priority 1 condition. Examples are: (a) Total loss of a major service function; or (b) Significant degradation in performance or capacity handling. Priority 3: Minor Definition: means the condition that exists when the service is usable by the customer, but the condition is not critical to overall customer operations, and does not restrict such operations. These problems are those resulting in a minor failure, which involve individual components of the service. Examples are: (a) Loss of administrative functions; (b) Failures that have minor system impact or effect an individual or small group of users. Severity Initial Incident Update (in business hours) Update Frequency (in business hours) Target Resolution Time (in business hours) 1 < 1 Hour 1 hour 4 hours 2 < 7 Hours 2 hours 8 hours 3 <15 Hours 12 Hours 2 Working Days All specified times relate to the time covered by the Standard Service Support Hours, which are 0830 1730 on weekdays excluding bank holidays. Enhanced hours support is available on request. Page 15 of 18

The incident start time is when an incident has been generated in ihub s helpdesk software and a unique ticket reference number is provided. The updates on all priority 1 and 2 incidents will be provided via the telephone and priority 3 incidents will be updated via e-mail. Please note that target resolution times are applicable while the incident is within our control. While the incident is being investigated with a third party or the Client the clock stops until handed back to our support staff. Interruption to service as a result of the following causes will not count against the service availability measurement for Hosted Service: Outages resulting from customer operating error Power failures and other environmental factors outside of ihub control Any scheduled down-time i.e. planned outages or customer requested downtime Failure or faults due to customer s existing data network, cabling or environment Partial failures of the application e.g. a particular problem with single extensions or a problem such that the majority of extensions are able to continue processing calls as normal. A Force Majeure event Service misuse contrary to agreement Any fault that is not reported to ihub Any reported period of non-availability where ihub can find no fault Service Credits ihub aims for 99.999% availability (excluding scheduled maintenance windows) of service to the ihub session border controller. The service is considered available if the systems are capable of connecting an inbound and outbound call. In the event that there is a Critical fault and our service level falls below this availability figure for a continuous period of 60 minutes or more, the customer may request a service credit of 10% of the monthly licence fee for each affected user or line for each hour of service that does not meet this service level. The rebate is capped at 100% of the monthly service fee. Maintenance Maintenance releases and software upgrades will be carried out in order to enhance services and fix known faults with software patches and new releases. This work is planned to take place once every quarter, although this frequency may be increased depending on the frequency of software releases. Whilst it is expected that there will be no outage resulting from this type of work, it will be carried out during maintenance windows (2100 hrs - 0600 hrs 7 days a week) in order to limit any unlikely or unforeseen outage. ihub will provide the customer with at least 10 working days notice via a planned engineering work (PEW) notification. Notifications will be sent to named contacts provided by the customer. Essential engineering work Essential engineering work occurs when ihub is required to carry out essential maintenance work that is required to prevent serious deterioration of service. ihub will aim to provide the customer with 48 hours notice for any essential engineering work via a Planned Engineering Work notification (PEW). PEWs will be sent to named contacts provided by the customer and will contain reason, work to be carried out, and the date and time. Page 16 of 18

G-Cloud Details Trial Service Trial licenses are available. Up to 3 Licenses maybe used as a free trial for a maximum of 3 months. Calls are chargeable at the prevailing rate. On boarding An Account Manager will be appointed who will be the main point of contact for the client and will provide guidance, assistance and support throughout all aspects of the process. The process will involve investigation into your network connectivity and data usage to see how much capacity you may have, information regarding your present phone system and finally a site survey if necessary. Combined with this will be training in our customer Service Management Portal enabling customer control of their telephone estate. On finalising the solution a Summary Document with confirmed service details will be sent to the client in advance of the installation. Off-boarding Termination is either at the end of the contract or if after the contract expires at 30 days notice. Any information needed for moving to a new provider will be provided as per industry standard guidelines to provide a seamless handover. Training Initial training will be provided covering use of the phone system, configuration of personal settings and use of the service management portal. Further training for all users and advanced training is available either for a half or full day. Disaster Recovery irecover is a range of capabilities and functionality that have been designed to allow the customer to overcome outages in communication infrastructure in order to maintain telephony services: Auto Divert Inbound calls will automatically divert on Call Forward Busy (CFB) feature if there is a WAN outage. This feature is enabled as standard against each individual line. It is recommended that the end user is provisioned with CFB to mobile, and CFD to voicemail. This assumes that the user wants to receive their DR calls to their mobile rather than their voicemail. Manual Divert If the customer requires a single point of contact to enable rerouting of calls for HIPT users, the IT manager may contact ihub customer support to activate a manual divert irecover plan. Disaster recovery scenarios may include local power outage, or bad weather etc., where the WAN has not failed but it is still required to re-route numbers to different terminating numbers. A bespoke plan is built for the customer for routing of DDIs and group numbers to alternative PSTN numbers. Customers call into ihub support and identify themselves through a defined password in order for ihub to manually activate the disaster recovery routing plan. This level of control would be suited ideally to the customer s telecoms or IT manager. A setup fee is chargeable for this service. Divert of calls will be completed within a target time of 5 minutes of ihub support receiving the call. In order to reverse back to normal routing, the customer is required to call ihub support again. Page 17 of 18

HIPT users with Personal Agent (PA) web based routing control may also define their own inbound DDI routing. In these cases of disaster recovery where there is a WAN outage, users must ensure that they are able to access their web based PA in order to redirect their own DDI calls as required. Diverted calls will be charged at ihub s standard rate. Ordering and invoicing process Detailed quotation and ordering requirements will be handled in conjunction with the Account Manager and via the web based customer portal (MiHub). Activation of services is handled in accordance with client requirements and initiates the billing arrangements Charges for Licenses are 1 month in advance, usage charges will be invoiced at the end of the month they occur. Payment methods are either by direct debit or BACS. Page 18 of 18