Unity IP Voice Service Definition

Unity IP Voice Service Definition SD009 v2.5 Issue Date 20 th August 2010

Unity IP Voice Service Definition Unity IP Voice Specific Terms and Conditions The following clauses are in addition to the InTechnology Terms and Conditions above and apply only to the Unity IP Voice Service: 1. Other Responsibilities. The Customer agrees that: a. Customer Network. InTechnology is not responsible for providing any support, whether technical or otherwise, to the Customer Local Area Network and any other networks not provided by InTechnology; b. Quality. It is responsible for ensuring that the Customer Network and related equipment (including, without limitation, cabling and switches) is of a sufficient quality and specification to enable provision of the Services detailed in this Schedule and satisfy the technical requirements as notified by InTechnology c. Connection of Equipment. It must ensure that any equipment: i. Connected to or used with any or all of the Services is connected and used in accordance with any applicable instructions, and safety and security procedures applicable to the use of that equipment; ii. Attached (directly or indirectly) to or used with any or all of the Services (and not provided by InTechnology) is technically compatible and approved for that purpose under any relevant legislation. d. Other Equipment and Software. It is responsible for providing suitable computer hardware, software, equipment and services necessary to connect to and to use the Services and that all equipment connected conforms to the specifications and routing protocols specified by InTechnology; e. System Administrator. It is responsible for appointing a System Administrator to report faults in the Services following implementation. InTechnology will advise the Customer of any changes to the fault reporting procedures from time to time; 2. UK. Unless otherwise agreed in writing, the Customer acknowledges and agrees that the Services detailed in this Schedule are only provided in the United Kingdom. 3. Resale. The Services detailed in this Schedule are only provided for the Customer s own business use and the Customer shall not resell or attempt to resell any or all of the Services or any part of them to any third party. 4. Users. The Customer is responsible for the acts and omissions of all users (being persons accessing and using any of the Services detailed in this Schedule from the Customer s Network or remotely) and is liable for any failure by any user to perform the terms and conditions of this Agreement. 5. Internet. Access to the internet is separate from the Services detailed in this Schedule and use of the Internet is at the Customer s risk and subject to applicable laws. 6. Use. The Customer shall ensure that the Services made available to them are not used in a manner which in InTechnology s opinion (acting reasonably) is likely to be detrimental to the provision of the Services or services provided by InTechnology to any of its other Customers and the Customer shall take such corrective action as InTechnology reasonably request. 7. EMERGENCY SERVICES a. Acknowledgement. The Customer agrees and understands that (i) access to the emergency services cannot be made if the Services are unavailable and (ii) location information for any user calling the emergency services will be based on the physical site location to which their telephone number is associated. b. Remote Workers. InTechnology accepts no liability for providing inaccurate caller location information to the emergency services where a mobile user is working remotely away from the physical site location to which their telephone number is associated.

8. HANDSETS (PHONES) a. Handsets. The Customer shall use Handsets (also known as Phones) provided by InTechnology in connection with the Unity IP Voice Service. Unless otherwise agreed other related equipment e.g. headsets are not provided as part of this Agreement. 9. ADMINISTRATION AND SYSTEMS MANAGEMENT a. Interface. The Services consist of the services necessary to allow Authorized Users access to the Interface through an internet connection using a web browser in order to manage the provision of the Unity IP Voice Service. Use of the Administration Interface will be protected by user IDs and passwords and be provided at two levels: System Administrator and User. 10. System Administrator. Access to the Administration Interface by the System Administrator enables control over certain functionality of the Unity IP Voice Service and the management of accounts including (but not limited to): a. Creation/configuration of Authorised users (where required licences have been assigned by InTechnology) b. Enabling/disabling licensed features and; c. Entering and maintaining dial plans, DDIs, extension numbers and CLI settings; d. Controlling voice mail settings; e. Integrating company wide directories for click to dial features; and f. Setup and configuration of licensed group services such as ACD/Call Centres and Auto Attendant/Name dialling. 11. User. Access to the Administration Interface by an Authorised User (whose access is to be restricted within the parameters set by the System Administrator) enables control over the following (subject to range of features assigned to user by licence type): a. Click to dial from corporate, group or personal directories; b. Transfer a call to a colleague or make a 3 way call; c. Enable/Disable Call waiting, three way calling, do not disturb; d. Manage Voice mail options including delivery options and greeting messages; e. Set call diversion options; and f. Set remote working options, Find me / follow me, redirect to alternative number e.g. user s mobile, etc. 12. Limitations on Use. Customer shall not attempt to obtain, or assist others in obtaining, access to the Administration Interface other than as provided hereunder. Customer further undertakes to comply with the security procedures notified to it from time to time in connection with the Access Services and Administration Interface (including the use of user IDs and passwords). 13. Specific Rules. Customer acknowledges that InTechnology may impose further terms and conditions, rules, policies and operating procedures applying to the Access Services and the Administration Interface. Without prejudice to its obligations under this Agreement, InTechnology reserves the right to change such terms and conditions, rules, policies and operating procedures at any time. 14. Maintenance. InTechnology will provide the Maintenance and Support in relation to the Administration Interface and Access Services as described, on the terms and conditions also set forth therein. 15. Changes. InTechnology reserves the right to access the Administration Interface and the information stored by the Customer at any time for technical and operational reasons and to amend, modify and replace the Administration Interface as reasonably required from time to time. 16. Security. The Customer is responsible for the security and proper use of all user IDs and passwords (including, without limitation, those of the System Administrator) used in connection with the Services (including changing passwords on a regular basis) and must take all necessary steps to ensure that they are kept confidential, secure, used only for the proper purpose and not disclosed to unauthorised third parties. 17. Circumvention. The Customer must only access the Administration Interface and the Unity IP Voice Service as permitted by InTechnology and must not attempt to circumvent any security systems in place.

18. Notification. The Customer must immediately inform InTechnology of any changes to the information the Customer supplied when the Parties agreed provision of the Services.

Service Summary Unity IP Voice is InTechnology s hosted enterprise voice solution for organisations needing to update their existing telephony system but who are also looking to control equipment, training and operational costs. Unity IP Voice delivers: A carrier-grade IP telephony system with an extensive and innovative range of enterprise level user features A fully managed and hosted service with 24-hour technical support Call centre option with advanced call control and reporting Free calls between staff connected to Unity IP Voice Low setup costs with additional users & features charged on a pay-as-you-use basis Integrated with Microsoft Outlook and Internet Explorer so that users can easily modify their own settings without needing to involve IT for simple day-to-day changes Improved productivity for mobile staff by providing them with full access to all voice functionality regardless of where they are working even on external phones such as in a hotel A powerful but easy to use provisioning interface for the system administrator - no need for specialised in-house or contracted skills to manage the telephone system Project managed migration from an existing PBX environment on a per-user basis to maximise existing investment and avoid the need for a large, simultaneous upgrade Rapid recovery in the event of major IT or office facilities failure with the ability to quickly and seamlessly transfer all telephony services to a temporary office location A future-proof and highly scalable communications platform which can be easily integrated with your desktop computing environment Example applications: 1. Main Offices. Unity IP Voice is ideal for large and growing offices as it not restricted by the number of ports available on a PBX and is capable of scaling almost to an unlimited numbers of users. The only on-site hardware needed (other than phones) is a router for the LANnet connection which is provided for the duration of services by InTechnology. 2. Small Office / Home Office. Because the voice service is IP-based, remote workers just connect their IP phone to their InTechnology provided ADSL and they can use exactly the same voice functionality as main office staff, including free calls to all other sites. 3. Mobile Workforce. Staff that need the ability to work from home, on the road or even at customer sites, significantly benefit from the flexibility of Unity IP Voice. The system can be configured to treat any working phone with a direct telephone number in the world as the user s own desk phone. All the user s incoming calls are sent directly to the phone, and the system can dial any number on behalf of the user and patch them in automatically, saving on potentially expensive outbound call charges (for instance in a

hotel). All dialled calls appear to the recipient as if they were made from the office rather than that of the actual phone being used. 4. Call Centre. Inbound calls can be professionally greeted, queued then effectively distributed using Unity Call Centre. As an option within Unity IP Voice, Call Centre provides agents with a Windows application, enabling them to set their status, control calls and view directories. Using the same application, call centre supervisors can also view and manage the call queue as well as view the status of agents assigned to their call centre. 5. Disaster Recovery. InTechnology managed services including Unity IP Voice and Managed Backup services mean that your business can keep going even when your office or network is out of action. If you are unable to use your office for whatever reason, voice services can be redirected to a temporary location with minimal disruption to your staff or customers, and replacement servers can be quickly brought on-line using backup data stored at InTechnology data centres.

Service Definition The Unity IP Voice Switches The Unity IP Voice service is built on two centrally managed, software based, IP Voice Switches hosted in InTechnology s highly secure and resilient Data Centre environments. This completely replaces the need for any customer site PBX equipment and therefore offers users the ability to deploy IP Voice services with minimal upfront capital investment or in house skills. The Unity IP Voice Switch technology is based on SIP (Session Initiation Protocol) which provides a highly, scalable, cost effective and future proof platform for the provision of IP voice services. InTechnology s Unity IP Voice platform has been deployed in a highly available configuration across InTechnology Data Centre locations in Reading and London. The core Unity IP Voice Switches are maintained and supported by InTechnology 24 / 7 and access to the service is delivered across InTechnology s national IP Network (LANnet) and via a range of connection technologies including ADSL, PPC leased lines and 10Mbps, 100Mbps and 1Gbps Ethernet as required. InTechnology UK Network - LANnet Unity IP Voice is provisioned on a dedicated, secure VPN across InTechnology s LANnet MPLS network*. In order to assure call quality and IP Telephony performance across LANnet, InTechnology have implemented QoS systems throughout the LANnet network. A direct connection from the customer site to the nearest LANnet POP is required to provide service. These connections are available in bandwidths from 1Mbps to 1Gbps. Unity IP Voice uses the G.729a Codec which uses approximately 50kbps of bandwidth per call (depending on the network technology). *Unity IP Voice may also be delivered across certain 3 rd party Internet connections by using the Unity Off-Net service. PSTN Connectivity For external calls, InTechnology offers a low-cost PSTN breakout service directly from LANnet, which removes the need for PSTN lines to be installed at each office. This can be a very significant saving particularly when compared with the cost of installing ISDN30 lines. InTechnology s high speed PSTN interconnect enables IP callers to make and receive external calls, for example other providers landline telephones, mobile telephones and international destinations. Moves, Adds and Changes A key feature of the service is it s easy to use and highly intuitive administration interface. Administration of traditional, PBX based systems require highly complex and time-consuming procedures often requiring specialist skills. The Unity IP Voice secure web portal provides the customer self administration, service management and enables end users to configure and manage their own services, significantly lowering the cost of customer service and operations.

The portal is a hierarchical, web browser based, management interface which allows both system administrator and individual users to configure the service to meet highly specific corporate practice and personal requirements. Group Administrator The Systems Administrator has access to a web based management tool which gives them control over the Unity IP Voice service at a company wide level. End User Viewed through a browser on the users own PC, each individual Unity IP Voice user has their own restricted access to the management web portal. In addition to this, each user be provided with a PC toolbar which installs into Internet Explorer and Microsoft Outlook. This toolbar provides easy and immediate control over all major features available to their license type. Example features include: 1. Click to dial from corporate, group or personal directories 2. Transfer a call to a colleague or make a 3 way call 3. Enable / Disable Call waiting, three way calling, do not disturb 4. Manage Voice mail options including delivery options and greeting messages 5. Set call diversion options 6. Quickly see call logs missed calls, received calls, placed calls and return any missed calls with a single click 7. Set remote working options, Find me / follow me, redirect to alternative number e.g. Mobile Emergency Calls Emergency service requirements will be captured during the technical survey for each site. Deployment Process InTechnology s project managed migration to IP Telephony is a five phase technical and business consultative process. Phase 1: Technical Voice Audit The objective of this audit is to document how the existing voice system is configured, and how any remote offices are inter-connected. Phase 2: Technical Infrastructure Audit The objective of this audit is to determine the readiness of the installed LAN to support voice. It looks at bandwidth capacity, Quality-of-Service, resilience, Power-over-Ethernet capability to support phones, and UPS backup in the event of a power failure. Phase 3: Business Workshop The objective of this workshop is to fully understand the customer s telephony requirements, both now and in the future, and to design an IP telephony system to match them. Phase 4: Training Administrator training is provided at InTechnology s training facilities to provide an appointed customer resource with the relevant skills to manage the service at company level. In addition, end user training can be provided to help end users understand the service and get the most from it. Phase 5: Service Provisioning Once the phone system has been installed, the installation team can remain on hand where necessary to ensure that any problems are quickly resolved. Where required, InTechnology may

also provide on-site support staff for the first day to handle any queries or issues from endusers. Service Components Office Connectivity Overview Unity IP Voice is delivered as a service over an InTechnology LANnet connection. If a LANnet connection is already installed, it is usually possible to supply voice over the existing connection without significant modification provided that there is sufficient bandwidth capacity (see below for more details). LANnet connections are available for small and home offices as an ADSL connection, through to PPC and Ethernet connections for larger offices. Unity IP Voice can also be delivered over certain 3 rd party Internet connections using the Unity Off-Net service. Ordering Information Refer to LANnet Service Description for information on ordering LANnet circuits. Technical Data Unity IP Voice uses the G.729a codec which consumes approximately 50kb/s per call depending on the network technology being used. This is how voice can be reliably delivered over InTechnology s managed ADSL connections. Unity IP Voice is not supported over 512kbps ADSL, bonded xdsl or ADSL Max services. Unity IP Voice across LANnet Each customer is provisioned with a private voice network over LANnet. This ensures security and business grade call quality between sites. LANnet is InTechnology s dedicated 2.5Gb/s national MPLS network and is specifically designed to carry high volumes of both voice and data traffic without causing degradation to the voice service. With the LANnet connection, InTechnology provides a fully managed multi-service router for each customer site to shape traffic and to ensure that voice traffic is not negatively impacted by other traffic (such as Internet traffic) also using the LANnet connection. InTechnology ADSL circuits are installed with a 20:1 contention ratio. Quality of Service (QoS) over DSL and LES/WES connections is implemented using ingress and egress traffic control at both ends of the LANnet connection. Unity IP Voice across the Internet Unity IP Voice can be delivered across certain Internet connections using the Unity Off-Net service.

Unity IP Voice Bandwidth Requirements If all available voice channels to a site are in use, the Unity IP Voice system will prevent an additional call being setup to protect the other active calls from call degradation. An incoming call which is unable to complete because the circuit is congested will be treated as if the person they were calling was on the phone. This may include for example, diverting the call to voice mail, placing it in a queue, or diverting it to someone else. A caller on hold does not consume a channel, it is only when the call is active (i.e. a two-way conversation) that a channel is needed. Note that a call made between two phones on the same site does not consume a channel because once the call is established the voice path is routed directly between the two phones and not over the LANnet circuit. Notes: 1. You need to determine how many concurrent phone calls the site needs at any one time (number of channels). As a guideline, a normal office would need one channel equivalent to a phone line - per 5 employees. However, some offices such as call centres require one channel per employee because of the high call demand. A good starting point is to look at how many phone lines or ISDN channels are already installed as a channel is equivalent to a phone line. The following table is provided as a rough guide: LANnet Circuit Voice Channels ADSL 1Mb/s 5 ADSL 2Mb/s 5 PPC 2Mb/s 40 Ethernet 10Mb/s 200 Ethernet 100Mb/s 2000 2. It is important to also consider which other services will be using the connection in addition to voice such as Internet access, VPN, and Server Backup. These all require bandwidth and need to be included in the decision of which circuit is necessary. 3. If voice is being provisioned over a managed InTechnology ADSL circuit, the circuit can only support one additional service (i.e. Internet, Backup or VPN) in addition to voice. If three or more services are necessary, then an Ethernet (LES / WES) circuit will be required. 4. Voice cannot be provisioned over an InTechnology Bonded ADSL/SDSL connection. It is not supported over such connections. 5. Voice services are not supported over ADSL 512kb/s and DSL Max connections. The call quality can vary and line speed is not guaranteed. However, if voice is deployed over ADSL 512kb/s or DSL Max, it is important to be aware that support calls cannot be raised on issues such as call quality or service availability.

Phones / Handsets Overview InTechnology use the Polycom SoundPoint range of IP phones. These phones are either purchased or rented by the customer and are supplied with the installation of the service. Please note that when purchased, phones, cables and related accessories become the property of the customer and as such the customer is responsible for their ongoing maintenance. They remain the ownership of the customer at the end of the contract. Unless otherwise stated, phones do not come with mains power supplies. If you are not intending on using 802.3af compliant Power over Ethernet, you will require power supplies which are available for an additional fee. Please see Ordering Information Phones and Accessories for details of which power supplies will be required. Please note that phone rental is detailed in the Unity Phone Rental service definition. The following phones are supported for use with the Unity IP Voice service: Polycom SoundPoint IP 321 2 lines 3 context sensitive soft-keys 102 x 33 pixel graphical greyscale LCD Full-duplex speakerphone Integrated IEEE 802.3af Power over Ethernet support 2.5mm headset port Note: Does not include a mains power supply Polycom SoundPoint IP 331 2 lines 3 context sensitive soft-keys 102 x 33 pixel graphical greyscale LCD Full-duplex speakerphone Two port 10/100Mbps Ethernet switch Integrated IEEE 802.3af Power over Ethernet support 2.5mm headset port Note: Does not include a mains power supply Polycom SoundPoint IP 450 3 lines 4 context sensitive soft-keys Backlit 256 x 116 pixel graphical greyscale LCD Full-duplex speakerphone Two port 10/100Mbps Ethernet switch Integrated IEEE 802.3af Power over Ethernet support RJ-9 headset port Note: Does not include a mains power supply

Polycom SoundPoint IP 550 4 Lines 4 context-sensitive soft keys Backlit 320 x 160 pixel graphical greyscale LCD Full duplex speakerphone Two port 10/100Mbps Ethernet switch Integrated IEEE 802.3af PoE support RJ-9 headset port Note: Does not include a mains power supply Polycom SoundPoint IP 560 4 Lines 4 context-sensitive soft keys Backlit 320 x 160 pixel graphical greyscale LCD Full duplex speakerphone Two port Gigabit Ethernet switch Integrated IEEE 802.3af PoE support RJ-9 headset port Note: Does not include a mains power supply Polycom SoundPoint IP 650 6 Lines 4 context-sensitive soft keys Backlit 320 x 160 pixel graphical greyscale LCD Full duplex speakerphone Supports up to three Polycom IP expansion modules Two port 10/100Mbps Ethernet switch Integrated IEEE 802.3af PoE support RJ-9 headset port Note: Does not include a mains power supply Polycom SoundPoint IP 670 6 Lines 4 context-sensitive soft keys Backlit 320 x 160 pixel graphical colour LCD Full duplex speakerphone Supports one Polycom IP colour expansion module when using PoE Supports up to three Polycom IP colour expansion modules when using mains PSU Two port Gigabit Ethernet switch Integrated IEEE 802.3af PoE support RJ-9 headset port Note: Does not include a mains power supply

Advanced IP conference phone Designed for executive offices and small conference rooms with up to 6 participants 7 foot microphone pickup Backlit 320 x 160 pixel graphical greyscale LCD Integrated IEEE 802.3af PoE support Note: Does not include a mains power supply Polycom SoundStation IP 5000 Ideal for small- to medium-sized conference rooms 12 feet of microphone pickup which can be expanded with optional extension microphones High resolution pixel backlit graphical LCD Integrated IEEE 802.3af PoE support Includes 240v mains power supply Polycom SoundStation IP 6000 Ideal for medium-sized conference rooms 20 feet of microphone pickup which can be expanded with optional extension microphones Large, high resolution pixel backlit graphical LCD Integrated IEEE 802.3af PoE support Includes 240v mains power supply Polycom SoundStation IP 7000

Ordering Information- Phones and accessories Part Number Description N-IPVC-67 Polycom SoundPoint IP 321 N-IPVC-68 Polycom SoundPoint IP 331 N-IPVC-69 Polycom SoundPoint IP 450 N-IPVC-52 Polycom SoundPoint IP 550 N-IPVC-71 Polycom SoundPoint IP 560 N-IPVC-53 Polycom SoundPoint IP 650 N-IPVC-71 Polycom SoundPoint IP 670 N-IPVC-73 Polycom SoundStation IP 5000 N-IPVC-55 Polycom SoundStation IP 6000 N-IPVC-57 Polycom SoundStation IP 7000 N-IPVC-70 Power Supply Unit for Polycom SoundPoint IP 321, IP 331, IP 450 N-IPVC-74 Power Supply Unit for Polycom SoundPoint IP 550, IP 650 N-IPVC-75 Power Supply Unit for Polycom SoundPoint IP 560 N-IPVC-76 Power Supply Unit for Polycom SoundPoint IP 670 N-IPVC-77 Power Supply Unit for Polycom SoundPoint IP 5000 N-IPVC-60 Handset Installation Fee (applies to all handsets)

Adapters for Analogue Phones (IADs) Overview InTechnology can provide converters that allow standard analogue phones to connect to the Unity IP Voice service. Note that these adapters are not suitable for Digital PBX handsets and can only be used with analogue phones. Typical examples of where these adapters may be used include analogue wired phones and analogue line DECT phones. 2 port adapters are supplied with installation and initial configuration. However please note that they become the property of the customer owns and as such the customer is responsible for their ongoing maintenance. They remain the ownership of the customer at the end of the contract. Note: The use of analogue telephone adapters for fax machines, modems or other analogue data devices is not supported. Ordering Information Part Number N-IPVC-28 Description Analogue Telephone Adapter 2 port

User Accounts Overview A user account provides a user (or public area phone) with a phone number and billing account on the Unity IP Voice system. There are eight types of user account available with varying levels of functionality. Note: Phones are not included with these licences and need to be ordered separately. Office For staff that use a phone regularly as part of their job, but do not need to work away from the office or at home. Also includes voice-mail and Unity PC Assistant. Mobile Office Lite Receptionist Hot Desk Receptionist Receptionist (Office Edition) For staff that need to work both in the office and remotely, such as working from home. Allows staff to log into Hot Desk phones if available (see Hot Desk Phone below). Also includes voice-mail and Unity PC Assistant. A minimum feature set for staff that need access to a phone but only use it rarely. Also includes voice-mail and Unity PC Assistant. Advanced functionality for front office staff that need to handle incoming calls to the organisation. Includes the Receptionist application. As Receptionist, but with the addition of the Hoteling Guest feature, allowing the receptionist to work from hot-desk licensed phones. A reduced-functionality version of Receptionist aimed at smaller offices. See Receptionist comparison table in the User Features section of this document for details. Hardware (HW) Receptionist Advanced functionality for front office staff that need to handle incoming calls to the organisation. For Polycom Attendant Console users, this service pack does not include the Receptionist application. Please note: Hardware Reception is not available to Unity IP Voice users connected via Unity Off- Net. Call Centre Agent Lite Call Centre Agent Express Call Centre Agent Call Centre Supervisor Call Centre Supervisor Plus This entry level call centre agent license provides similar functionality to that of Office Lite but with the addition of the Unity Call Centre application. This call centre licence provides the ability for the supervisor to view statistics and reports on the agent, but it does not include the Unity Call Centre application for the agent s use. This fully featured call centre agent license is equivalent to Office with the addition of the Unity Call Centre application. It is ideal for call centre agents who also use their telephone in a normal business context. Also allows agents to log into a Hot Desk Phone (see below). This license is for call centre supervisors that require visibility of the call centre queue and agents, as well as control over the call queue. Includes the Call Centre application. This license is for call centre supervisors that require visibility of the call centre queue and agents, control over the call queue but who also wish to be an active agent within the queue. Includes the Call Centre application.

There are also two types of licenses for phones that are not assigned to specific users. These are for public area type phones such as hot-desk areas and meeting rooms. Note that the phones are not included with these licences and need to be ordered separately. For phones in hot-desk areas. Staff that have been assigned Mobile or Hot Desk Reception licences can log into a hot-desk phone and use it as their own phone. When logged in, calls to the user s DDI or extension number are routed to the associated hot-desk phone. When they make calls from the hot-desk phone, their name / DDI (where available) is presented. The message waiting indicator on the hot desk phone also flashes when the associated user has a new voice message waiting. Hot Desk Phone When a user is not associated with the hot-desk phone, it may still be used to make and receive calls. When used in this disassociated status, the phone will use its own underlying DDI / name that it can be called using, and that will be presented (where available) on outbound calls made from the phone. Users associate and disassociate with the hot-desk phone through their voice portal from the desired hot-desk phone or via the user level web admin portal. Note: when a hot-desk phone is associated with a user (a user is logged in on the phone), there is no visible notification on the phone s screen. The extension number visible on the phone s screen remains that of the underlying hot-desk phone regardless of any user association. Meeting Room Phone General purpose licence for public area phones with minimal functionality. Intended for meeting rooms, conference rooms and There is also the following virtual user license which is not assigned to a specific person or a phone. Note that this licence is not intended to be used with a phone. Call Park Station Call Park Station allows a user to transfer a call to a call parking bay where it is placed on hold. It can then be retrieved by another user within the group by simply calling the extension number of the Call Park Station.

Ordering Information Part Number Description N-IPVC-100 Office User License v1.0 - includes Unity PC Assistant toolbar N-IPVC-101 Office Lite User License v1.0 - includes Unity PC Assistant toolbar N-IPVC-102 Receptionist (Software) License v1.0 - includes Unity Reception application N-IPVC-122 Hot Desk Receptionist (Software) License v1.0 - includes Unity Reception application N-IPVC-120 Receptionist Office Edition License v1.0 - includes Unity Reception application N-IPVC-115 Receptionist (Hardware) License v1.0 N-IPVC-103 Mobile Worker License v1.0 - includes Unity PC Assistant toolbar N-IPVC-105 Hot Desk Phone License v1.0 N-IPVC-106 Meeting Room License v1.0 N-IPVC-108 Call Centre Agent Lite License v1.0 - includes Unity Call Centre Application N-IPVC-109 Call Centre Agent License v1.0 - includes Unity Call Centre Application N-IPVC-117 Call Centre Agent Express Licence v1.0 (does not include Unity Call Centre Application) N-IPVC-110 Call Centre Supervisor License v1.0 - includes Unity Call Centre Application N-IPVC-111 Call Centre Supervisor Plus License v1.0 - includes Unity Call Centre Application N-IPVC-114 Call Park Station License v1.0

Technical Data User Features The following table indicates the individual service features included in each user account. Service features are not available on their own or individually outside of a user account. User Features Office Office Lite Receptionist Hot Desk Receptionist Basic Call Logs Receptionist Office Edition Barge-in Exempt Hoteling Host Hoteling Guest Call Transfer Call Waiting Directed Call Pickup Directed Call Pickup with Barge-in Push to Talk Remote Office Shared Call Appearance 1 Three-Way Call Busy Lamp Field 2 Client Call Control Outlook Integration Phone Status Monitoring CommPilot Call Manager Unity PC Assistant Toolbar Unity Reception Application 3 Unity Call Centre Application Alternate Numbers HW Receptionist* Mobile CC Agent Express CC Agent Lite CC Agent CC Supervisor CC Supervisor + Call Centre Agent Call Centre Express Agent Call Centre Supervisor Anonymous Rejection Call Forwarding Always Call Forwarding Busy Call Forwarding No Answer Call Forwarding Selective Call Notify Calling Line ID Blocking Override Calling Name Retrieval CommPilot Express Do Not Disturb Automatic Hold/Retrieve External Calling Line ID Delivery Hot Desk Phone Meeting Room Call Park Station

User Features Office Office Lite Receptionist Hot Desk Receptionist Internal Calling Line ID Delivery Selective Acceptance Selective Rejection Sequential Ring Simultaneous Ring Aliases Distribution Lists Greetings Outgoing MWI Voice Management Voice Portal Automatic Call-back Call Return Last Number Redial Line ID Blocking Speed Dial 100 Speed Dial 8 Personal Phone List Call Processing Policies Receptionist Office Edition HW Receptionist* Mobile CC Agent Express CC Agent Lite CC Agent CC Supervisor CC Supervisor + Hot Desk Phone Meeting Room Call Park Station 1 Busy lamp-field (BLF) and Shared Call Appearance are not available to Unity IP Voice users connected via Unity Off-Net with voice monitoring probe. 2 Hardware (HW) Receptionist is not available to Unity IP Voice users connected via Unity Off- Net with voice monitoring probe. 3 Available functionality within the Unity Receptionist Application is based on the licence type assigned to the user logged in (Receptionist, or Receptionist Office Edition). A comparison of features between these two licences can be seen below.

Reception User Accounts The below table shows the difference between the types of Receptionist user account: User Features Call Control Call Control Dial Other Call Control Accept Call Control Hold Call Control End Call Control Blind Transfer Call Control Consult Transfer Call Control 3 Way Call Conferencing Call Control Voice Mail Handle Multiple Call Simultaneously Last Redirected Support Directed Call Pickup Support Camp On Operator Barge In Day / Night Mode Queuing ACD / Call Queue Support ACD / Call Queue States Support ACD / Call Queue Monitoring ACD / Call Queue Manipulation ACD / Call Queue Logs ACD / Call Queue Integration Client / Server Automatic Sign-In Option Requires Java Installation Multi-tenanted Support Usability Hot Desking Capable (Hoteling Guest) Caller ID Switchboard Company Notes Company Profile Dial from Outlook Contacts Keyboard Shortcuts Customisable Panel Sizes Repositories Personal Directory Receptionist Hot Desk Receptionist Receptionist Office Edition

User Features Group / Enterprise Directory Monitored Contacts Receptionist 200 static, 300 dynamic, enterprise wide Hot Desk Receptionist 200 static, 300 dynamic, enterprise wide Receptionist Office Edition 8 group wide Speed Dial 8/100 LDAP Directory Lookup Outlook Directory Lookup Call History / Logs Call Stats Contact Status Mass Contact Support (40,000) Multiple Directory Views Keywords Contact Search Custom Search Filter Integration Outlook Integration CLI Delivery via Outlook Features Call Forwarding Always (Day/Night Mode) Voice Messaging User (Day/Night Mode)

Unity Call Centre Overview Unity Call Centre is a fully featured call centre that is designed for help desk environments where a traditional call centre system would be prohibitively expensive. The system is flexible enough to be used for small teams where only a few agents are needed, to much larger complex environments with many agents supporting multiple call queues. Unity Call Centre is made up of the below components: Call Queue. This call queue is responsible for distributing calls to agents, and will queue calls until an agent is available. One Call Queue is needed per help-desk. Call Centre Agent. Call Centre Agents have visibility and control of the call, access to contact directories and the ability to escalate calls to a supervisor from their desktop. Call Centre Supervisor. Provides visibility and control over the call centre as well as visibility of agent status. Further details on each of the services follows below. Call Queue The Call Queue allows incoming calls to be routed to a agents based on the specified hunting policy. Should all agents be unavailable (for example, all on other calls) the caller will be held in the queue up until a user becomes available, at which point the call will be routed to that available user. When a caller is held in a queue, they can be played music and provided a customer-defined comfort message. The call queue will hold calls and distribute them on a first come, first served basis. It also includes an overflow option which enables the call to be transferred to an alternate number should the call remain unanswered for a definable period of time. The users to which calls are distributed from the Call Queue to can be any user license type as detailed in this service definition. However in order to benefit from the features of the desktop application users assigned to the queue must be one of the Unity Call Centre license types. Call Queue includes visibility of basic call and agent statistics which are described in more depth in this document under Basic Call Statistics. Part Number N-IPVC-37 Description Call Queue (ACD) Call Centre Agent There are three versions of Call Centre Agent: Call Centre Agent Call Centre Agent Lite Call Centre Agent Express All variants of Call Centre Agent provide the Supervisor with statistics and reports on the Agent to whom the licence is assigned. Call Centre Agent and Call Centre Agent Lite include the Unity Call Centre Application which provides the user with control from their PC of the following features: Call Control (Dial / Answer / Hold & Unhold / Transfer / Conference / End) Agent Status Control

o Available - ready to accept calls from queue o Unavailable - not ready to accept calls from queue o Wrap-Up - post call work (not ready to accept calls from queue) Agent Escalation to Supervisor: Agents can escalate a call to the supervisor Directory: Access contacts within the Group Directory via the PC Application. Call Centre Agent Express does not include access to the Unity Call Centre Application. The Hot Desk option enables a flexible call centre structure, where agents log into an available hot desk phone instead of being assigned a permanent desk. This is particularly useful for 24x7 call centres where the same desk may be used by a number of agents over a 24 hour period, but performance statistics are required per agent rather than per phone. Please refer to the User Feature table above for details of features. Call Centre Supervisor A Call Centre Supervisor is a Call Centre specific user who is assigned to the call queue. This license includes a software application which provides the supervisor with the following features from their PC: Call Control (Dial / Answer / Hold & Unhold / Transfer / Conference / End) Visibility of the Call Queue Limited control of the Call Queue Visibility of agents status Directory: Access contacts within the Group Directory via the PC Application Call Centre Supervisor Plus Call Centre Supervisor Plus has all the features of Call Centre Supervisor but also enables the user to be an active agent within the Call Queue as well as being a supervisor of it. This licence includes the Call Centre software application, which provides the following features when used with this license type: Call Control (Dial / Answer / Hold & Unhold / Transfer / Conference / End) Agent Status Control o Available - ready to accept calls from queue o Unavailable - not ready to accept calls from queue o Wrap-Up - post call work (not ready to accept calls from queue) Visibility of the Call Queue o Limited control of the Call Queue o Visibility of agents status o Directory: Access contacts within the Group Directory via the PC Application Ordering Information Part Number N-IPVC-117 N-IPVC-108 N-IPVC-109 N-IPVC-110 N-IPVC-111 Description Call Centre Agent Express Call Centre Agent Lite Call Centre Agent Call Centre Supervisor Call Centre Supervisor Plus

Basic Call Statistics Available as part of a Call Queue, the included Basic Call Statistics provide: Access to two days of historic call statistics. The reports are visible to Group Administrators via the CommPilot web. The reports can also be e-mailed on a daily basis to up to two recipients. The reports consist of: Queue Based Reports Number of calls in queue now Number of incoming calls This is the number of callers who currently are waiting to speak with an agent. Note: Not available in daily reports. This is the total number of calls that have come into this Call Centre group, regardless of whether the call was answered, queued, or sent to Auto Attendant. Number of calls queued This is the total number of calls waited in hold status for the next available agent. Number of busy overflows This is the number of calls that came in after the queue limit was exceeded. Such calls likely are answered by Auto Attendant and the callers are directed to leave a message. (The queue length is set from the Call Centre Add or the Call Centre Modify page. Number of calls answered This is the total number of calls that agents in this Call Centre have answered. Average time spent with an agent This is an approximation of the time all agents have spent on calls. If the time is less than one hour, the time is given in the format mm:ss. If the time is more than one hour, the format is hh:mm:ss. Average time in queue This is an approximation of the time all callers have spent on hold waiting for the next available agent. If the time is less than one hour, the time is given in the format mm:ss. If the time is more than one hour, the format is hh:mm:ss. Average number of agents busy This is an approximation of the number of agents that are busy processing calls from the Call Centre, based on the duration of all calls processed by the Call Centre during the day. Average number of agents logged off This is an approximation of the number of agents logged off, based on the total amount of time each agent is logged off during the day. Average hold time before call loss This is an approximation of the amount of time a caller stays in the Call Centre queue before he/she decides to abandon and hang up. If the time is less than one hour, the time is given in the format mm:ss. If the time is more than one hour, the format is hh:mm:ss.

Individual Agent Based Reports All agents assigned to a call centre are listed on the CommPilot portal and in the daily reports. Agents who have deactivated the Available switch on their Call Centre page will have "unavailable" status shown at the end of their today statistics line. Number of calls received for each agent Average time each agent spends with a call Amount of time each agent is logged off Amount of time each agent is busy with a call Amount of time each agent is logged on and idle Number of calls not answered by agent Number of calls the agent received during the current day and the day before This is an approximation of the time the agent has spent with a call. If the time is less than one hour, the time is given in the format mm:ss. If the time is more than one hour, the format is hh:mm:ss. This is the total amount of time the agent has been logged off. The format is hh:mm This is the total amount of time the agent has been busy processing calls from the Call Centre. The format is hh:mm. This is the total amount of time the agent has been logged on and idle. The format is hh:mm. This is the total number of calls that the Call Centre sent to the agent and that remained unanswered by the agent.

Advanced Supervisor Reporting The Advanced Reporting capability enables Call Centre supervisors to view historic and real time reports on the performance of the Call Queue and Agents assigned to it. These reports are available as an optional pack to Unity Call Centre. Both historic and real time reports are available and are visible to Call Centre Supervisors via the Call Centre application. Optional upgrade to Unity Call Centre Historic and real-time reports Visible to Call Centre Supervisors via the Call Centre application Reports are detailed as follows: Dashboard The dashboard is a real-time summary of statistics on a per-call Centre basis. Each queue is monitored as well as agents. Chart Information for Dashboard NOTE: It is recommended that all the agents for the Call Center are assigned to the supervisor so the Queue Summary table is more accurate. Only metrics for agents assigned to the supervisor are shown in the table. The Agent Summary shows the real-time key performance indicators for the supervised team of agents. The statistical measures are shown in the following table: STATISTIC DESCRIPTION CALCULATION TOTAL AGENTS STAFFED AGENTS AVAILABLE AGENTS UNAVAILABLE AGENTS IN WRAP- UP AGENTS RINGING AGENTS ON ACD CALLS THE RATIO OF LOGGED-IN AGENTS MANAGED BY THE SUPERVISOR DIVIDED BY THE TOTAL NUMBER OF AGENTS MANAGED BY THE SUPERVISOR FOR THIS CALL CENTER. THE NUMBER OF AGENTS CURRENTLY SHOWING AVAILABLE AS THEIR ACD STATE THE NUMBER OF AGENTS CURRENTLY SHOWING UNAVAILABLE AS THEIR ACD STATE. THE NUMBER OF AGENTS CURRENTLY SHOWING WRAP-UP AS THEIR ACD STATE. THE NUMBER OF AGENTS IN RINGING PHONE STATE. THE NUMBER OF AGENTS IN TALKING PHONE STATE ON CALLS DISTRIBUTED FROM THE ACD. COUNT(ALL MANAGED AGENTS NOT IN {ACD STATE IS SIGN-OUT}) OVER TOTAL MANAGED AGENTS COUNT(ALL AGENTS IN {ACD STATE IS AVAILABLE}) COUNT(ALL AGENTS IN {ACD STATE IS UNAVAILABLE}) COUNT(ALL AGENTS IN {ACD STATE IS WRAP- UP}) COUNT(ALL AGENTS IN {CALL STATE IS ALERTING}) COUNT(ALL AGENTS IN {WHERE CALLCENTERUSERID IS NOT NULL})

The Queue Summary has the following columns: STATISTIC DESCRIPTION CALCULATION CALL CENTER QUEUED CALLS AVERAGE WAIT TIME AGENT STAFFED AGENTS AVAILABLE AGENTS UNAVAILABLE AGENTS RINGING AGENTS ACD CALLS CALLS ABANDONED % WITHIN SERVICE LEVEL THE NAMES OF THE CALL CENTERS THE SUPERVISOR HAS ACCESS TO. THE NUMBER OF CALLS THAT ARE QUEUED IN THAT CALL CENTER. THE AVERAGE TIME A CALLER HAS BEEN WAITING IN THE QUEUE. THE RATIO OF LOGGED IN AGENTS MANAGED BY THE SUPERVISOR, DIVIDED BY THE TOTAL NUMBER OF AGENTS MANAGED BY THE SUPERVISOR FOR THIS CALL CENTER. THE NUMBER OF AGENTS IN AVAILABLE ACD STATE. THE NUMBER OF AGENTS CURRENTLY IN UNAVAILABLE ACD STATE. THE NUMBER OF AGENTS IN RINGING PHONE STATE. THE NUMBER OF AGENTS IN TALKING PHONE STATE ON CALLS DISTRIBUTED FROM THE ACD. THE NUMBER OF CALLERS WHO HAVE TERMINATED THE CALL WHILE WAITING IN QUEUE. THE PERCENTAGE OF CALLS THAT WAS ANSWERED WITHIN A PRE- DEFINED PERIOD OF TIME. THIS IS SHOWN IN MINUTES AND SECONDS (MM:SS). NOT APPLICABLE COUNT(CALLS IN QUEUE) AS RATIO OF QUEUE LENGTH SUM(CALLS IN QUEUE TIME)/COUNT(CALL IN QUEUE) COUNT(ALL MANAGED AGENTS NOT IN {ACD STATE IS SIGN-OUT}) OVER TOTAL MANAGED AGENTS FOR CALL CENTER COUNT(ALL AGENTS IN {ACD STATE IS AVAILABLE}) COUNT(ALL AGENTS IN {ACD STATE IS UNAVAILABLE}) COUNT(ALL AGENTS IN {WHERE CALL STATE IS ALERTING }) COUNT(ALL AGENTS IN {WHERE CALLCENTERUSERID IS NOT NULL}) COUNT(WHERE UPDATEREASON EQUALS CALLABANDONED) COUNT(WHERE UPDATEREASON EQUALS CALLANSWERED AND (WHERE CALLS IN QUEUE TIME ARE LESS THAN SERVICE LEVEL TIME)/COUNT(CALLS TO QUEUE)

Agent Activity Report The Agent Activity Report displays metrics related to agents call handling activity for a given Call Centre. The heading for this report is Agent Activity Agent Full Name Interval, for example, Agent Activity All Agents Half Hourly Report. This can also be set to view an individual agent. Report Header / Configurable Options Input Field Description Allowed Value Default Value Report Type This can be checked as Historical or Real Time. Historical reports are a summary of the assigned start date to the assigned end date. Real-time reports are refreshed at regular intervals and show a summary from the start date to the present. The default refresh time is five minutes and can be changed to a minimum of one minute using Deployment Studio. For more information, see BroadWorks Deployment Studio User Guide for Call Centre. Historical or Real-time Historical Hour Type Allows you to check how you would like to see the time, either in A.M., P.M., or Military style. AM/PM or 24hrs AM/PM Start Date This is the date when you want the report to start from. It can be set by typing in the text box or clicking on the Calendar icon. This is compulsory. The maximum historical date is 179 days prior. MMM DD, YYYY Current Date Start Time This is the time when you want the report to start from. You can select the hour format (A.M., P.M., or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. 1-12 AM/PM or 00-23 hr, 00-59mins 12am or 00 End Date This is the date when you want the report to end. It can be set by typing in the text box or clicking on the Calendar icon. This is compulsory when a Historical report is selected. MMM DD, YYYY Current Date End Time This is the time when you want the report to end. You can select the hour format (A.M., P.M., or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. This is compulsory if a Historical report is selected. 1-12 AM/PM or 00-23 hr, 00-59mins 12am or 00 Interval This determines how you would like the information displayed. The drop-down list options are Monthly, Daily, Hourly, and Half Hourly. Daily and Monthly intervals are shown in days, hours, minutes, and seconds (dd:hh:mm:ss). Hourly and Half Hourly are shown in minutes and seconds (mm:ss). The minimum historical interval is half an hour for the previous hour. Half Hourly, Hourly, Daily, Monthly Half Hourly

Input Field Description Allowed Value Default Value Agent Allows you to select a specific agent from the drop-down list or all Call Centres. NOTE: An agent can only select themselves from this drop-down list. However a supervisor has access to Each Managed Agent and All Agents options. Each Managed Agent or All Agents All Agents Chart Information for Agent Activity Report The following table describes the graph information on the Agent Activity Report, from left to right: Statistic Description Number of Calls by Call Type (Pie Chart) ACD Inbound Outbound The percentage of ACD calls that an agent has answered during the specified interval. The percentage of direct non-acd calls that an agent answered during the specified interval. The percentage of outbound calls that an agent made during the specified interval. NOTE: This includes calls that were made while performing Consult Transfer, Escalate, and Conference. Call Duration by Call State (Pie Chart) Wrap-Up Unavailable Available The percentage of call duration that an agent spent in Wrap- Up state during the specified interval. The percentage of call duration that an agent spent in Unavailable state during the specified interval. The percentage of call duration that an agent spent in Available state during the specified interval. Call Duration by Call Type (Vertical Bar Chart) ACD Inbound Outbound The duration of time in minutes and seconds that an agent spent answering ACD calls during the specified interval. The duration of time in minutes and seconds that an agent spent answering direct non-acd calls during the specified interval. The duration of time in minutes and seconds that an agent spent making outbound calls during the specified interval. NOTE: This includes calls that were made while performing Consult Transfer, Escalate, and Conference. Table Information for Agent Activity Report The following table describes the columns on the Agent Activity Report, from left to right. Where applicable, calculations are provided for statistics that are derived from other fields: Statistic Description Call Duration by Call State

Statistic First Name Last Name Available Unavailable Wrap-Up Talk Hold Idle Staffed Description The first name of an agent. This is not the CLID name. The last name of an agent. This is not the CLID name. The time during the specified interval that an agent was in the Available state. The time during the specified interval that an agent was in the Unavailable state. The time during the specified interval that an agent was in the Wrap-Up state. The time during the specified interval that an agent spent in the On Call state. The time during the specified interval that an agent spent in the Hold state. The time during the specified interval that an agent spent idle in the Available state. The agent is considered idle if they are not on an ACD call. The time during the specified interval that an agent spent not in the Signed-Out state. Number of Calls by Call Type First Name Last Name ACD Inbound Outbound The first name of an agent. This is not the CLID name. The last name of an agent. This is not the CLID name. The number of ACD calls that were answered by an agent during the specified interval. The number of direct non-acd calls answered by an agent. The number of outbound calls an agent made during the specified interval. Call Duration by Call Type First Name Last Name ACD Inbound Outbound The first name of an agent. This is not the CLID name. The last name of an agent. This is not the CLID name. The duration of ACD calls answered by an agent during the specified interval. The duration of direct non-acd calls an agent answered during the specified interval. The duration of outbound calls an agent spent making during the specified interval.

Agent Utilisation Report The Agent Activity Report displays metrics related to agents call performance for a given Call Centre. The heading for this report is Agent Utilisation Agent Full Name Interval, for example, Agent Utilisation All Agents Half Hourly Report. This can also be set to view an individual agent. Report Header / Configurable Options Input field Description Allowed Values Default Value Report Type Can be checked as Historical. Historical reports are a summary of the assigned start date to the assigned end date. Historical Historical Hour Type Allows you to check how you would like to see the time, either in A.M./P.M. or in Military time. AM/PM or 24hrs AM/PM Start Date When you want the report to start from. It can be set by typing in the text box or clicking on the Calendar icon. This is compulsory. The maximum historical date is 179 days prior to this date. MMM DD, YYYY Current Date Start Time When you want the report to start from. You can select the hour format (A.M./P.M. or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. 1-12 AM/PM or 00-23 hr, 00-59mins 12am or 00 End Date When you want the report to end. It can be set by typing in the text box or clicking on the Calendar icon. This is compulsory if a Historical report is selected. MMM DD, YYYY Current Date End Time When you want the report to end. You can select the hour format (A.M./P.M. or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. This is compulsory if a Historical report is selected. 1-12 AM/PM or 00-23 hr, 00-59mins 12am or 00 Interval How you would like the information displayed. The drop-down list options are Monthly, Daily, Hourly, and Half Hourly. Daily and Monthly intervals are shown in days, hours, minutes, and seconds (dd:hh:mm:ss). Hourly and Half Hourly are shown in minutes and seconds (mm:ss). The minimum historical interval is half an hour for the previous hour. Half Hourly, Hourly, Daily, Monthly Half Hourly Agent Allows you to select a specific agent from the drop-down list or all agents. Each Managed Agent or All Agents All Agents

Chart Information for Agent Utilisation Report The following table describes the graph information in the Agent Utilisation Report, from left to right: Statistic Description Agent Call Summary (Pie Chart) ACD Calls Inbound Calls Outbound Calls Held Calls The percentage of ACD calls that was answered by an agent during the specified interval. The percentage of direct non-acd calls that were answered by an agent during the specified interval. The percentage of outbound calls that an agent made during the specified interval. NOTE: This includes calls that were made while performing Consult Transfer, Escalate, and Conference. The percentage of ACD calls that an agent held during the specified interval. Agent Call Summary by Call Type (Pie Chart) Avg ACD Duration Avg Inbound Duration Avg Outbound Duration The duration percentage that an agent spent answering ACD calls during the specified interval. The duration percentage that an agent spent answering direct non-acd calls. The duration percentage that an agent spent making outbound calls. NOTE: This includes calls that were made while performing Consult Transfer, Escalate, and Conference. Agent Performance (Line Chart) Avg ACD Time Avg Sign-in Time Avg Wrap-Up Time Avg Talk Time Avg Hold Time Avg Handle Time The average time in minutes and seconds that an agent spent answering ACD calls during the specified interval. The average time in minutes and seconds that an agent took to sign in to a Call Centre. The average time in minutes and seconds that an agent took to wrap up ACD calls. The average time in minutes and seconds that an agent spent on calls. The average time in minutes and seconds that an agent spent on hold. The average time in minutes and seconds that an agent spent handling a call. Table Information for Agent Utilisation Report The following table describes the columns in the Agent Utilisation Report, from left to right. Where applicable, calculations are provided for statistics that are derived from other fields: Statistic Description Agent Call Summary First Name Last Name The first name of an agent. This is not the CLID name. The last name of an agent. This is not the CLID name.

Statistic ACD Calls Inbound Calls Outbound Calls Held Calls Description The number of ACD calls that an agent answered during the specified interval. The number of direct non-acd calls that an agent answered during the specified interval. The number of outbound calls that an agent made during the specified interval. NOTE: This includes calls that were made while performing Consult Transfer, Escalate, and Conference. The number of ACD calls that an agent held during the specified interval. Agent Call Summary by Call Type First Name Last Name Avg ACD Time Avg Inbound Time Avg Outbound Time The first name of an agent. This is not the CLID name. The last name of an agent. This is not the CLID name. The average length of ACD calls during the specified interval. Avg ACD Time = Total ACD Call Time/ACD Calls The average length of direct non-acd during the specified interval. Avg Inbound Time = Total Inbound Call Time/Inbound Calls The average length of outbound calls that an agent made during the specified interval. Avg Outbound Time = Total Outbound Call Time/Outbound Calls NOTE: This includes calls that were made while performing Consult Transfer, Escalate, and Conference. Agent Performance First Name Last Name Avg ACD Time Avg Sign-In Time Avg Wrap-Up Time Avg Talk Time The first name of an agent. This is not the CLID name. The last name of an agent. This is not the CLID name. The average duration of an agent s ACD calls that includes the ring time, talk time, and hold time of each ACD call during the specified interval. Avg ACD Time = Total ACD Call Time/ACD Calls The average time in minutes and seconds that an agent took to sign into a Call Centre during the specified interval. Avg Sign-In Time = Total Signed In Time/Num Sign-In The average time in minutes and seconds it took an agent to wrap up during the specified interval. Avg Wrap-Up Time = Total Wrap-Up Time/Num Wrap-Up The average of an agent s talk time in minutes and seconds that excludes ring time during the specified interval. Avg Talk Time = Total Talk Time/ACD Calls

Statistic Avg Hold Time Avg Handle Time Description The average of an agent s hold time in minutes and seconds during the specified interval. Avg Hold Time = Total Hold Time/ACD Calls This is the average of an agent s handle time, in minutes and seconds, during the specified interval. Avg Handle Time Handle = Total Talk Time + Total Hold Time + Total Wrap-Up Time)/ACD Calls Queue Performance Analysis Report The Queue Performance Analysis Report displays metrics related to the performance of a Call Centre ACD. The heading for this report is Queue Performance Analysis Call Centre Name Interval Report, for example, Queue Performance Analysis Support Half Hourly Report. This can be changed to view All Call Centres. Report Header / Configurable Options Input Field Description Allowed Value Default Value Report Type This can be checked as Historical or Real Time. Historical reports are a summary of the assigned start date to the assigned end date. Real-time reports are refreshed at regular intervals and show a summary from the start date to the present. The default refresh time is five minutes and can be changed to a minimum of one minute using Deployment Studio. For more information, see BroadWorks Deployment Studio User Guide for Call Centre. Historical or Real-time Historical Hour Selection Type Check how you would like to see the time, either in A.M./P.M. or in Military time. AM/PM or 24hrs AM/PM Start Date When you want the report to start from. It can be set by typing in the text box or clicking on the Calendar icon. This is compulsory. The maximum historical date is 179 days prior to this date. MMM DD, YYYY Current Date Start Time When you want the report to start from. You can select the hour format (A.M./P.M. or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. 1-12 AM/PM or 00-23 hr, 00-59mins 12am or 00 End Date When you want the report to end. It can be set by typing in the text box or clicking on the Calendar icon. This is compulsory if a Historical report is selected. MMM DD, YYYY Current Date

Input Field Description Allowed Value Default Value End Time When you want the report to end. You can select the hour format (A.M./P.M. or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. This is compulsory if a Historical report is selected. 1-12 AM/PM or 00-23 hr, 00-59mins 12am or 00 Interval How you would like the information displayed. The drop-down list options are Monthly, Daily, Hourly, and Half Hourly. Daily and Monthly intervals are shown in days, hours, minutes, and seconds (dd:hh:mm:ss). Hourly and Half Hourly are shown in minutes and seconds (mm:ss). The minimum historical interval is half an hour for the previous hour. Half Hourly, Hourly, Daily, Monthly Half Hourly Acceptable Service Level This can be dragged to the acceptable amount of time that calls must be answered by. This is defined in seconds. The slider has a range of 0 to 3600 seconds. The slider converts this to minutes and seconds (mm:ss). mm:ss 00:00 Call Centre Allows you to select a specific Call Centre from the drop-down list or all Call Centres. Each Managed Call Centre or All Call Centres All Call Centres Chart Information for Queue Performance Report The following table describes the graph information on the Queue Performance Analysis Report, from left to right: Statistic Description Queue Activity (Pie Chart) Calls Answered Calls In Queue Calls Overflowed Calls Abandoned The percentage of calls that were answered by the Call Centre. The percentage of calls that were in the Call Centre queue. The percentage of calls that exceeded the queue length of the Call Centre. The percentage of calls that were abandoned while waiting in the Call Centre queue. Queue Summary (Line Chart) Avg Wait Time Avg Speed Answer Avg Abandonment Time The average wait time or delay in minutes and seconds a call was in the queue of the Call Centre. The average time in minutes and seconds that a call was answered in the Call Centre. The average time in minutes and seconds that a call was abandoned while waiting in the Call Centre queue.

Statistic Description Queue Performance (Horizontal Bar Chart) % Answered The percentage of calls that was answered by the Call Centre. % In Queue The percentage of calls in the Call Centre queue. % Abandoned The percentage of calls that was abandoned while waiting in the Call Centre queue. % Within Service Level The percentage of calls that was within the designated service level of the Call Centre. Table Information for Queue Performance Report The following table describes the columns in the Queue Performance Analysis Report: Statistic Queue Activity Description Call Centre Calls Received Calls Answered Calls In Queue Calls Abandoned Calls Overflowed The list of Call Centres that the supervisor is monitoring and managing. The number of calls that were placed to the queue. NOTE: Total Calls = Calls Received + Calls Overflowed = (Calls Answered + Calls In Queue + Calls Abandoned) + Calls Overflowed. The total calls answered by agents. The number of calls that are in the queue. The number of calls that are abandoned by the caller when calls are in queue or when calls are ringing for agent. NOTE: Calls Abandoned includes calls that are forwarded to voice mail if the caller decides to press 0 to leave a message (as configured for the Call Centre, Voice Messaging User settings) and calls that are forwarded from the queue after waiting X seconds (as configured for the Call Centre Profile, No Answer settings). The number of calls that were transferred to voice mail or given a busy tone because the queue overflowed. Queue Summary Call Centre Avg Time In Queue Avg Speed Answer Avg Abandonment Time The list of Call Centres that the supervisor is monitoring and managing. The average wait time or delay in queue excluding ring time displayed in minutes and seconds. Avg Time In Queue = Total Queue Time/Calls Answered The time between alerting and talking states in minutes and seconds. Avg Speed = (Total Queue Time + Total Ring Time)/Calls Answered The average time a caller is in the queue before hanging up displayed in minutes and seconds. Avg Abandonment Time = Total Abandonment Time/Calls Abandoned

Statistic Avg Staff Description The average number of agents who are not signed out of the queue during the reporting interval. Avg Staff = Staff Time/Specified Interval Queue Performance Call Centre The list of Call Centres that the supervisor is monitoring and managing. % Answered The percentage of calls that was answered by the Call Centre. % Answered = Calls Answered/Calls Received % In Queue The percentage of calls that are in the Call Centre queue. % In Queue = Calls In Queue/Calls Received % Abandoned The percentage of calls that was abandoned while waiting in the Call Centre queue. % Abandoned = Calls Abandoned/Calls Received % Within Service Level The percentage of calls that was within the designated Service Level of the Call Centre. % Within Service Level = Calls Answered In Service Level N/Calls Answered

Service Level Report The Service Level Report is also known as a Grade of Service Report and displays metrics related to the speed of answer for ACD calls. The heading for this report is Service Level Call Centre Name Interval Report, for example, Service Level All Call Centres Half Hourly Report. This can be changed to view a single Call Centre. Report Header / Configurable Options Input Field Description Allowed Values Default Values Report Type Can be checked as Historical. Historical reports are a summary of the assigned start date to the assigned end date. Historical Historical Hour Type Check how you would like to see the time, either in A.M./P.M. or in Military time. AM/PM or 24hrs AM/PM Start Date When you want the report to start from. It can be set by typing in the text box or clicking on the Calendar icon. This is compulsory. The maximum historical date is 179 days prior to this date. MMM DD, YYYY Current Date Start Time When you want the report to start from. You can select the hour format (A.M./P.M. or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only 1-12 AM/PM or 00-23 hr, 00-59mins 12am or 00 End Date When you want the report to end. It can be set by typing in the text box or clicking on the Calendar icon. This is compulsory if a Historical report is selected. MMM DD, YYYY Current Date End Time When you want the report to end. You can select the hour format (A.M./P.M. or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. This is compulsory if a Historical report is selected. 1-12 AM/PM or 00-23 hr, 00-59mins 12am or 00 Interval How you would like the information displayed. The drop-down list options are Monthly, Daily, Hourly, and Half Hourly. Daily and Monthly intervals are shown in days, hours, minutes, and seconds (dd:hh:mm:ss). Hourly and Half Hourly are shown in minutes and seconds (mm:ss). The minimum historical interval is half an hour for the previous hour. Half Hourly, Hourly, Daily, Monthly Half Hourly Number of Service Levels Service Level 1 5 The number of service levels you would like to specify for the Call Centre. You can select from a range of one to five. This can be dragged to the acceptable amount of time that calls must be answered by. This is defined in seconds. The slider has a range of 0 to 3600 seconds. The slider converts this to minutes and seconds (mm:ss). The default settings are 15, 30, 45, 60, and 75 seconds 1-5 5 mm:ss 00:15 00:30 00:45 1:00 1:15

Input Field Description Allowed Values Default Values Call Centre Select a specific Call Centre from the dropdown list or all Call Centres. Each Managed Call Centre or All Call Centres All Call Centres Chart Information for Service Level Report The following list describes the graph information in the Service Level Report, from left to right: Statistic Description Service Level (Line Chart) % Within Service Level The percentage of ACD calls that were answered by an agent within each service interval (this is the acceptable service level). Table Information for Service Level Report The following table describes the columns in the Service Level Report. The columns are repeated according to the number of Service Levels selected: Statistic Description Service Level Call Centre Average Wait Time Average Speed Answer Calls Handled % Within Service Level The list of Call Centres that the supervisor is monitoring and managing. The average wait time in queue during the specified interval. This is repeated for each service level. Average Wait Time = Total Queue Time/Calls Answered The average speed to answer during the specified interval. This is repeated for each service level. Average Speed Answer = (Total Queue Time + Total Ring Time)/Calls Answered The number of ACD calls answered by an agent between each service level interval. This is repeated for each service level. The percentage of ACD calls that were answered by an agent within each service interval. % Within Service Level = Calls Answered In Service Level N/Calls Answered

Technical Data Hardware, software and connectivity requirements for the Unity IP Voices software applications are detailed below. Internet connectivity requirements Software requirements All Platforms Access to ipt.intechnology.co.uk on TCP / UDP port 80, 2208, 443 Access to portal.ipt.intechnology.co.uk on TCP / UDP port 80, 2208, 443 Access to bsews1.ipt.intechnology.co.uk on TCP / UDP port 80, 2208, 443 Access to bsews2.ipt.intechnology.co.uk on TCP / UDP port 80, 2208, 443 Access to ecom.intechnology.co.uk on TCP port 80 Access to bsccrs.ipt.intechnology.co.uk on TCP port 80 * Windows 2000 with SP4 (or higher), Windows XP, Windows Vista, or Citrix Presentation Server 3 or 4 Windows Installer 2.0 Internet Explorer 6.0, 7.0, or 8.0 (required for IE toolbar edition) Mozilla Firefox 2.0 or 3.0 (required for Firefox toolbar edition) Outlook 2000 SP3, 2002/XP SP2, 2003, 2007 (required for Outlook toolbar edition) Sun Microsystems Java (J2SE): Runtime Edition version 1.5 or 1.6 Citrix Presentation Server Platform The application can be published on a Citrix server via the Management Console for MetaFrame. Citrix ICA Client Workstation Platform No additional software requirements. Microsoft Windows Platform 2 GHz Intel Pentium 4 or equivalent CPU 512MB of RAM 60MB of free hard disk space 8MB Video Graphics Card SVGA monitor (15 or larger) 800 x 600 minimum screen resolution Hardware requirements Citrix Presentation Server Platform 2 GHz Intel Pentium 4 or equivalent CPU Minimum 2GB of RAM 60MB of free hard disk space Citrix ICA Client Workstation The hardware requirements for a Citrix ICA client workstation include: 1.2 GHz or higher, Pentium 3, or compatible CPU 128 megabytes (MB) of RAM Video graphics card with 8 MB of RAM minimum 800 x 600 screen resolution minimum Network connection of minimum 56 Kbps speed *Only required if using the Unity Call Centre application.

Call centre capacities: Maximum number of agents in a queue 50 Maximum number of queues per Supervisor 15 Maximum number of agents per Supervisor 20 Maximum number of Supervisors per agent 1 or 2 Queue (ACD) Guard Timer 5 to 10 seconds Maximum queue (ACD) size 50 Call Centre limitations: Wrap up state Reports and statistics Agents do not receive personal phone calls when in Wrap up state Agents do not receive phone calls when in Wrap up state in a High-volume call centre Agents can cause Wrap-up issues if they set their Do not Disturb status manually Call Statistics are only available online for two days (today and tomorrow) Call Statistics are only visible to the Group Administrator Remote Office Call centre cannot be used with the Remote Office feature Call Forwarding Call centre cannot be used in conjunction with Call Forwarding IP Handsets The application will not function correctly unless the agent or supervisor logged in is also registered to an active handset

Advanced User Applications Overview These are PC-based user applications that improve staff productivity by having easy access to advanced Unity IP Voice functionality. The software is installed on the user s PC and connects to the Unity IP Voice server (provided that the user has been assigned the appropriate license). Note that these applications are bundled with user applications. They should only be ordered separately for customers that need to upgrade from existing user licenses. Unity Reception Unity PC Assistant Receptionist is an attendant console for use by receptionists or front-desk staff who manage and screen inbound calls for enterprises. This is a toolbar for Microsoft Outlook and Internet Explorer that allows users to manage their telephone settings without needing to log into the web portal. It also integrates with Outlook Contacts so that incoming calls are checked against user details and displays caller information if available. Ordering Information Part Number N-IPVC-5 N-IPVC-6 Description Unity Reception Application Unity PC Assistant Toolbar Notes The Receptionist application will be installed and configured by InTechnology as part of the deployment process. PC Assistant is a self-install application. The software is made available to the customer for installation and as long as the user s PC meets the correct hardware, software and Java requirements, the installation process is straightforward. If InTechnology are required to install the PC Assistant on user s computers, this is an additional Professional Service charge. The installation will also require the person installing it to have local Administrator rights. Traditional Lines & Calls Overview InTechnology recognise that the transition to IP may span a period of time, which means that a customer would otherwise need to deal with two or more service providers as their telecom estate transitions from traditional technology to IP. To simplify the migration, InTechnology offer both IP and traditional services, enabling the provision of an entire, immediate solution followed by a project managed transition to IP. Customers can migrate the majority of existing analogue and ISDN lines to InTechnology as well as order the installation of new lines. Upon migrating lines, DDI numbers can also be ported to InTechnology so there is no change needed existing business telephone numbers. Note: InTechnology may be unable to migrate lines from certain providers.

Unity Off-Net Service Unity Off-Net enables Unity IP Voice to be delivered across a non InTechnology network connection. There are three variants of the Unity Off-Net service: Unity Off-Net (automated phone provisioning) Unity Off-Net (manual phone provisioning) Unity Off-Net with voice monitoring probe These are described below: Unity Off-Net (automated phone provisioning): Unity IP Voice phones connect to the customer s existing WAN connection via their LAN The customer must provide certain information in their DHCP scope to provide the phones details of InTechnology s voice platform (information detailed in technical requirements section below) to facilitate automated provisioning InTechnology provide no pre-configuration of the phones Connection from the customer site to InTechnology s SBCs, typically over the Internet Technical Requirements Unity Off-Net (automated phone provisioning): DHCP must be provided on the LAN to which the phones are connected Where InTechnology do not pre-configure phones, additional information must be provided in the DHCP scope The point of egress to the internet must be capable of running NAT or PAT Phones must be allowed: o Access to the internet for the purpose of resolving FQDNs via DNS o Access to the internet for the purpose of accessing InTechnology s HTTP and HTTPS servers for auto-configuration of the handsets o Access to the internet for the purpose of reaching InTechnology s SBCs via the SIP and RTP protocols. (ports are not relevant as there will be PAT in place) o Hold a TCP session open at all times. The port will be re-initialised every 60 seconds via means of a re-registration with our SBCs o Connect directly to the LAN via CAT5e cable. There should only be wired LAN infrastructure between the handset and the Internet (no wireless links or repeaters) The customer must provide additional information in their DHCP scope. This must contain the following: Option 66 acsii https://polyboot411:411b00tr0m@boot.ipt.intechnology.co.uk/polyboot411 Option 42 ip [X] where [X] is the IP address of an accessible SNTP source (to set the handset time). The syntax above is from a Cisco device, so it may differ from manufacturer to manufacturer. Limitations Unity Off-Net (automated phone provisioning) The maximum number of simultaneous calls that can be made is dependent on the symmetric bandwidth available on the customer s Internet connection Availability of the Unity IP Voice service is dependent on the availability and correct operation of the customer s Internet and related equipment No call quality assurances can be made by InTechnology when the service is delivered across a non InTechnology network, such as the Internet

Unity Off-Net (manual phone provisioning): InTechnology manually pre-configure the phones with details of the voice platform prior to despatch or installation Unity IP Voice phones connect to the customer s Internet connection via their LAN The customer need not provide additional information in their DHCP scope Connection from the customer site to InTechnology s SBCs, typically over the Internet Technical Requirements Unity Off-Net (manual phone provisioning): DHCP must be provided on the LAN to which the phones are connected Where InTechnology do not pre-configure phones, additional information must be provided in the DHCP scope The point of egress to the internet must be capable of running NAT or PAT Phones must be allowed: o Access to the internet for the purpose of resolving FQDNs via DNS o Access to the internet for the purpose of accessing InTechnology s HTTP and HTTPS servers for auto-configuration of the handsets o Access to the internet for the purpose of reaching InTechnology s SBCs via the SIP and RTP protocols. (ports are not relevant as there will be PAT in place) o Hold a TCP session open at all times. The port will be re-initialised every 60 seconds via means of a re-registration with our SBCs o Connect directly to the LAN via CAT5e cable. There should only be wired LAN infrastructure between the handset and the Internet (no wireless links or repeaters) Limitations Unity Off-Net (manual phone provisioning): The maximum number of simultaneous calls that can be made is dependent on the symmetric bandwidth available on the customer s Internet connection Availability of the Unity IP Voice service is dependent on the availability and correct operation of the customer s Internet and related equipment No call quality assurances can be made by InTechnology when the service is delivered across a non InTechnology network, such as the Internet Unity Off-Net with Voice Monitoring Probe: Includes provision of a managed on-site voice gateway which sits between the customer s Internet connection and the Unity IP Voice phones The customer need not provide additional information in their DHCP scope Connection from the customer site to InTechnology s SBCs, typically over the Internet There is also a Hot Spare Standby version of the Unity Off-Net with Voice Monitoring Probe service which comprises of two Voice Gateways installed onsite in a hot spare configuration. In the event that the primary device fails, this enables a manual switch over to the secondary device, enabling continued provision of voice services whilst the primary device is replaced. A public IP address will be required for each Voice Gateway. The switch over from primary to secondary device is not automated and requires physical action by the customer. Technical Requirements Unity Off-Net with Voice Monitoring Probe A static, public IP address is required by the Voice Gateway device and the connection to the Internet must be open, or if behind a firewall, adhere to the rules as defined below.

SIP Signalling traffic for calls will always be sent and received on UDP port 5060 on both the Converged Network Device and InTechnology s network. SIP OPTIONS The OPTIONS messaging will be sent from UDP port 5050 on the Converged Network Device and will be sent to UDP port 5060 on InTechnology s network. RTP RTP traffic will be sent from the Converged Network Device between UDP range 16386 17286 and will be sent from UDP range 20000 25000 on InTechnology s network SSH SSH access to the Converged Network Device public address must be allowed. HTTP Must be allowed. SYSLOG The Converged Network Device must be allowed to send Syslog messages to the InTechnology network. PING the Converged Network Device must be pingable from the InTechnology network. FTP (Active) The Converged Network Device will FTP network capture files back to the InTechnology network using FTP Active mode. FTP (Passive) The phones will download configuration files from the InTechnology s network using FTP Passive mode. Phones will be Dynamic NAT d by the Converged Network Device. SNMP The InTechnology network must be allowed to get SNMP information from the Converged Network Device. (Please Note: The IP address of the Voice Gateway must be a public routed IP address and cannot exist behind NAT.) Limitations Unity Off-Net with Voice Monitoring Probe The maximum number of simultaneous calls that can be made is dependent on the symmetric bandwidth available on the customer s Internet connection The maximum number of simultaneous calls that can be made is also dependent on the Voice Gateway deployed. This will be scoped accordingly for the customer s service requirements. Availability of the Unity IP Voice service is dependent on the availability and correct operation of the customer s Internet and related equipment No call quality assurances can be made by InTechnology when the service is delivered across a non InTechnology network, such as the Internet The Busy Lamp Field (BLF) service will not work when Unity IP Voice is provisioned using Unity Off-Net with Voice Monitoring Probe. Shared Call Appearance will not work when Unity IP Voice is provisioned using Unity Off-Net with Voice Monitoring Probe. Hardware Reception user pack will not work when Unity IP Voice is provisioned using Unity Off-Net with Voice Monitoring Probe. Ordering Information Part Number N-UONT-103 N-UONT-104 N-UONT-101 N-UONT-102 Description Unity Off-Net (automated phone provisioning) Unity Off-Net (manual phone provisioning) Unity Off-Net with voice monitoring probe (30 channel) Unity Off-Net with voice monitoring probe (30ch with Hot Spare Standby option)

Professional Services Technical Voice Audit Part Number P-VOP-01 Description Voice Audit and Review In order to ensure that InTechnology has fully understood the customers requirements we will require a detailed understanding of the existing telephony environment and it will be necessary to clearly identify any specific issues that may arise in implementing Unity IP Voice. The purpose of this exercise is to establish: 1. How many phone users you have / will have 2. Where they are located / and what telephony services they have available to them 3. Number of fax and other analogue line requirements such as modems, franking machines etc. 4. What PBX and related equipment you currently have deployed Type / Location / Capacity 5. What is the structure and capacity of your current LAN/ WAN including any InTechnology LANnet elements. 6. An understanding of your users requirements in terms of functionality, feature sets and group services 7. Identify any obvious potential problems / issues which may occur during the implementation process. This is information will only be used to issue a Draft Solution and Pricing for information purposes only. Administrator Training Part Number P-VOP-04 Description Voice Products Administration Training The purpose of this course is to familiarize system administrators with the steps required to set up and manage telephone services for a group, as well as individual users through the web portal. The course objectives are: To be able to explain the roles of a group administrator and a user. To be able to set up Unity IP Voice for a user using the CommPilot group administrator portal. To be able to manage group services. To be able to manage user services. InTechnology can, where required, supply a chargeable resource to provide training to end users on the use of the service.

Reception Training Part Number P-VOP-07 Description Reception Training on-site (per session) This lesson trains attendees on the use of Unity Reception. Delivered as practical, hands on exercises, the training covers the use of the Reception application including the demonstration of main day to day tasks. The course objectives are to enable attendees to: Manage incoming calls using Unity Reception Search the company directories Distribute calls effectively throughout the business Understand the core features of the application Check the trainees are comfortable with day to day tasks Find further information in the user guide for future reference if required Call Centre Training Part Number P-VOP-07 Description Call Centre Training at InTechnology (per student) This classroom lesson trains attendees on the use of Unity Call Centre at both Agent and Supervisor level. It consists of a presentation practical training. The course objectives are to enable attendees to: Manage incoming calls using the Call Centre application and handset Use the other features of the Call Centre application Use the Call Centre application as a supervisor including: o Viewing agent status o Viewing queue status o Viewing Supervisor Reports System Provisioning Within the Unity IP Voice core platform InTechnology will create a dedicated and secure Administration Zone for the customer. This will allow an authorised administrator to log onto the Unity IP Voice system in order to configure, manage and view all aspects of the service. Subject to the Administrator having attended the recommended Unity IP Voice- System Administrator training course, InTechnology will provide initial help in setting up and establishing the key System Administration parameters plus help with any problems / issues relating to the set up. Initial set up / administration assistance is included in the setup charges and further days training and set up support can be purchased if required.

Responsibilities Customer Responsibilities LAN Design, capacity, performance and availability LAN port availability, cabling to desk, UTP patch cable supply LAN IP addressing, DHCP server availability and configuration Provision of required Quality of Service settings on LAN Configuration of any firewall or other Internet limiting device to provide Internet access on required ports to user PC s as specified in order to operate Unity IP Voice software applications Local dial plans, definition of extension numbers and ranges, CLI preferences ALL PBX systems configuration and ongoing maintenance Local (company) dial plans and numbering Ensuring customer administrators are authorised and trained in the use and configuration of Unity IP Voice system Ongoing self-administration of system settings configurable within Group Admin configuration portal. Identification of any analogue telephone line requirements such as FAX machines, Franking machines, PCs with modems etc. Cabling / patching for any analogue devices such as FAX machines etc to an analogue telephone line (which would usually be installed in the comms/server room). Provision, management, maintenance and availability of any non-intechnology network used for the delivery of the Unity IP Voice service when using the Unity Off-Net service. InTechnology Responsibilities Unity IP Voice Core system operation, availability & customer zone implementation Quality of Service across LANnet VPN and across core network UK and international dialling dial plans Provision for the customer s ability to make / receive calls to / from the PSTN Supply of any software application required to use the service Customer LAN Requirements Requirements for Agent / Supervisor PC in order for Call Centre application to operate correctly: Internet connectivity Access to ipt.intechnology.co.uk on TCP port 80 Access to portal.ipt.intechnology.co.uk on TCP / UDP port 2208 Access to bsews1.ipt.intechnology.co.uk on TCP / UDP port 2208 Access to bsews2.ipt.intechnology.co.uk on TCP / UDP port 2208 Access to bsccrs.ipt.intechnology.co.uk on TCP port 80 Access to ecom.intechnology.co.uk on TCP port 80

Security Best Practices The purpose of this section is to detail the potential security risks associated with the operation of any phone system and to provide information and requirements on how to minimise these risks when using InTechnology s managed voice service, Unity IP Voice. Security and privacy must focus on controlling unauthorised access or excessive access to features within the voice platform. It is imperative that you ensure the correct level of security is implemented on your organisation s configuration to prevent fraudulent use of the service. Fraudulent use can result in additional call costs to your organisation if security measures are not implemented. It is your organisation s responsibility to ensure adequate security practises/processes are followed and that the appropriate security measures are implemented. The security requirements in the following document are subject to constant review and improvement. Background: How Phone Systems are Attacked Inherent within both any voice system is the potential for abuse. The methods through which a service can be abused include the following: Unauthorised remote access to a telephony system in order to: o Make expensive calls at zero cost to themselves o Make calls to premium rate numbers to fraudulently generate revenue o Unlawfully intercept confidential information such as voicemail messages Deliberate and direct misuse by staff including: o Making expensive calls whilst at work to save on their own bill o Fraudulent use of call forwarding when users misuse their call forwarding services to make long distance or premium rate calls by dialling their own number from outside the office o Calling premium rate numbers to generate revenue for themselves / anothe Inadvertent direct misuse by staff including: o Being coerced or tricked into dialling premium rate numbers o Being coerced or tricked into providing a service for fraudsters (such as through call forwarding) Deliberate remote misuse by staff including: o Dialling into the phone system from outside the office to make non-business or fraudulent calls o Accessing the system using a voice service web portal or software application to make non-business or fraudulent calls Hackers are constantly looking for ways into telephony systems via a user s account with a view to scanning the options for a means of making outbound calls from that system. The cost of the outbound call will be at the expense of the organisation that owns the system, often to premium rate or international numbers. Details of how to hack into telephone systems are even posted on the Internet. Ensuring that each user s password is hard to deduce is the primary method to combating the fraudsters. In the event that a hacker accesses a system, fraudulent abuse may take the form of: Accessing a user s account and establishing an onward call from the system.

Accessing a user s account, setting the call forwarding to an external number (such as a premium rate dialling service) and then calling the user s number at a local rate. Interception of the user s confidential voicemails. All of these attacks are preventable with the adoption of a simple voice security policy. It is imperative that adequate security is implemented on your organisation s telephony configuration to prevent this. Voice Security Policy It is important that the following configuration elements including the definable policies are included within your security policy. 1. Group Administrator and end-user Passwords 2. End-user voice-mail passcodes 3. Outgoing Calling Plan 4. Making outgoing calls through the voice-mail portal 5. Housekeeping (managing new and redundant user accounts) Group Administrator and End-User Passwords The Group Administrator (responsible for management of the service at Group level) and users require passwords for access to the web admin portal. This portal provides the group admin with administrator privileges to voice services and provides user account administration to users. These passwords are also used by users to log in to the voice service software applications. Unauthorised access to the portal at either group or user level would have significant security consequences and as such InTechnology require the following: 1. Passwords must contain at least one capital letter and one number. 2. Password ageing is enabled by default at system level and will require a signed customer waiver prior to InTechnology disabling this feature. This ensures that active passwords are frequently refreshed and also that any redundant accounts will lock out after X days of inactivity. 3. The limit for password retry lock-out is set to 3 or less to prevent multiple systematic retries. 4. The e-mail address to which account lock-out notifications are sent is constantly monitored.

A screenshot of the password rules screen in which the group administrator can manage password rules follows: Password Rules Screen End-User Voice-Mail Passcodes The easiest way for hackers to access a telephone system is by selecting a user number then trying easy passcodes to gain access to the menus. Because of this, InTechnology require the following points are followed: 1. Passcodes must not be repeating digits such as 1111 or 2222 etc. 2. Passcodes must not use 1234 or use their extension number. 3. The limit for passcode retry lock-out is set to 3 or less to prevent multiple systematic retries. 4. Ensure the e-mail address to which account lock-out notifications are sent is constantly monitored.

A screenshot of the passcode rules screen in which the group administrator can manage passcode rules follows: Passcode Rules Screen Outgoing Calling Plan The Outgoing Calling Plans (OCP) dictate what types of telephone numbers can be dialled by users. The OCPs are set and managed by the Group Administrator via the web admin portal. This feature can specify calling plans for the entire group, or individual departments. InTechnology strongly recommend that only the minimum number of call types are permitted. InTechnology also recommends that calls to premium rate numbers and international destinations are barred.

A screenshot of the Outgoing Call Plan screen in which the group administrator can manage calling plans follows: Making outgoing calls through the voice-mail portal This feature allows staff to make phone calls through the same portal that they use to pick up their voice-mails. This can beneficial to certain types of employee but also represents a security risk because it allows outgoing calls to be made by anyone that has been able to guess an employee s voice-mail passcode. Because of this, InTechnology do not enable this feature on any user accounts and it is InTechnology s strong recommendation that this service remains disabled. Due to the significant scope for fraudulent use, InTechnology will request a written waver of liability from the customer before re-activating this service. Housekeeping On new installations new user accounts are normally created by the InTechnology service delivery team. Customers are also able to change passwords away from those initially set by InTechnology at any stage after deployment of the IP Unity Voice Service. Customers may also configure new user accounts following installation after purchasing the user licences. Passwords and passcodes that are generated must always be secure (i.e. not 0000, 1234 etc.). A redundant account with an easy to deduce password is the ideal vehicle for a hacker to fraudulently use the system, and could remain undetected for a long time. The former employee could also continue to use the account (or pass on the details) at the organisation s expense. InTechnology recommends: Disable all visitor accounts when not required. Ensure that test or demo accounts are disabled when not in use or that they follow the strict password regime mentioned above. Remove all leaver accounts immediately or change the password.

Supplemental Security Recommendations 1. Remove or de-activate all unnecessary system functionality. 2. Review your bills regularly to spot any increases in call volumes or calls to suspicious destinations. 3. Disable all surplus user accounts until you have a user for them. 4. Only give individuals the appropriate and minimum level of system access they need to carry out a specific task i.e. Service Packs. 5. Restrict access to your core communications equipment, such as your main computer room to avoid physical access to network switches. Hackers can intercept calls and reroute them, capture the data for later playback of the conversation or listen in on the call to capture the conversation in real time. 6. Ensure that network switches are deployed within locations as opposed to network hubs to remove the threat of eavesdropping from within the network using PC based devices. 7. Ensure that telephony devices are segmented from data devices by using the appropriate VLAN configurations 8. Continually review these security recommendations at regular intervals.

Unity IP Voice Service Level Agreement This Service Level Agreement (SLA) sets out terms on which InTechnology shall provide the Service to the customer. This Service Level Agreement is subject to and shall be interpreted in accordance with the other terms of the Agreement. The purpose of this Service Level Agreement in conjunction with the Service Description is to set out the agreed supply, operation and management of the Unity IP Voice Service by InTechnology. Please refer to the InTechnology Service Descriptions for further details of the Network Services. No changes may be made to this Service Level Agreement, except by written agreement dated and signed by both parties. Voice Specific SLA Parameter Core Voice System Availability - 99.99%, TSR 10 minutes The Unity IP Voice Core systems are located in two, geographically separated, InTechnology managed data centre facilities and are built in a fully resilient and redundant fashion. Each system provides failover to the other system and therefore a total failure can only occur when both systems are simultaneously unavailable. InTechnology has implemented HP OpenView and uses this system to manage and report on these platforms. The HP OpenView system periodically probes each element of the Unity IP Voice system and raises the alert if total service availability is lost. In the highly unlikely event of this happening the measure of core system availability and associated TSR will be measured from the point of total system failure. Service Availability Limitations The Customer should acknowledge that the warranties provided above shall not apply in the event that any failure or suspension of the Services arising as a result of a failure of the Customer Equipment, or is caused by any action or omission of the Customer, its employees, agents, sub-contractors or invitees. InTechnology shall not be liable for any failure to comply with the service levels defined where the Customer is in breach of any warranties set out in the contract. In calculating Service availability the following circumstances are excluded: Service unavailable or affected as a result of Service suspension pursuant to the Service Agreement. Service unavailable or affected due to faults on the Customer's side of the service. Service unavailable or affected due to incorrect configuration of customer equipment. Service unavailable or affected due to circumstances created by the customer. Service unavailable or affected due to planned maintenance. Service unavailable or affected due to emergency maintenance. Service unavailable or affected due to Force Majeure. Call completion not possible due to busy signal fully utilised Trunk line or network capacity for example. Planned maintenance can involve a temporary suspension of part or all of the service in order to enable InTechnology to undertake vital remedial/maintenance or upgrade work. Planned maintenance and controlled outages will always be notified to the customer at least 7 days in

advance and be planned in such a way to have minimum impact on the customer's operations. Controlled outages will not be classified as faults as the Unity IP Voice core systems are fully redundant and availability will be unaffected. Controlled outages to the service for the planned maintenance take place at 4am - 6am on Monday and Thursday. Emergency maintenance required as a result of identifying a problem through ongoing monitoring and management, that could potentially cause an outage or failure of the service, will be notified to the Customer at the earliest possible time and be managed in such a way to have minimum impact on the Customer's operation. Service Credits InTechnology shall pay to the Customer Service Credits for each proven instance of failure to comply with the SLA metrics defined above. An instance shall be defined as: Core System Availability - Failure to restore service within the stated TSR. One Service Credit will be equal to one day s Service Charges based on the average daily charge of the previous month s total Unity IP Voice Service Charges invoiced for the site(s) affected. Please note: One or more instances in any 24 hour period will only result in one service credit being paid. The maximum Service Credit available in respect of any one month will be equal to and no more than one Month Service Charge in any one-month. Any downtime relating to the LANnet Services will incur Service Credits as defined in the LANnet SLA. Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by InTechnology to Customer, confirming the adjustment to be made to the following monthly charge. InTechnology shall not be liable to pay any more to the Customer by way of service credits in any one month than a sum that is equal to (the VAT exclusive amount of) one-month service charge regardless of the number of network outages in that particular month.

Unity Off-Net Service Level Agreement There are no SLA parameters above those defined in the Unity IP Voice Service Level Agreement.

Unity IP Voice Charges The following table details the full costs associated with the delivery of this Service. Part Code Service Detail Installation Charges Monthly Charges Total Charges Notes on Charging o o o o o Installation / consultancy and Service Connection set-up charges for the Service will be invoiced upon signing the Service Agreement. The Monthly Charge will be billed monthly in advance. Where the Unity IP Voice Service is to be provided at multiple sites then the Charges for a particular site will be chargeable from the date the Unity IP Voice Service becomes available at that site and will be invoiced monthly in from such date. All equipment is used in connection within the provision of this service and remains the property of InTechnology. This quotation is based on 36-month minimum contract. All prices are exclusive of VAT.