Product Brochure Flip Hosted Business Flip Connect Unit 5/6, 29 Mill Lane, Welwyn Hertfordshire, AL6 9EU 020 3056 0365 0870 421 5411 sales@flipconnect.co.uk www.flipconnect.co.uk
DOCUMENT CONTENTS Document Contents... 1 WHAT IS HOSTED BUSINESS?... 2 The Benefits... 2 How does it work?... 3 WHO IS HOSTED BUSINESS AIMED AT?... 4 Polycom SoundPoint Range... 5 Polycom V V X Range... 6 Cisco SPA Range... 7 Cisco SPA Range (Cont.)... 8 Inclusive Features... 9 Working as part of a team... 9 Working efficiently... 9 Improving your company image... 9 Mobile & flexible working... 10 Ensuring security / preventing fraud... 10 Bolt-on Features... 11 Call Queuing... 11 Desktop Softphone... 12 Smartphone App... 12 Group Paging... 12 Management Reporting Tools... 12 Receptionist Console... 12 1
WHAT IS HOSTED BUSINESS? Background Hosted Business is a complete communications service for business that provides an extensive range of fixed and mobile telephony capabilities via an easy-to-use web portal. The service allows you, the administrator, to easily manage your environment whilst enabling your employees to maximise their productivity. The service has lots of clever features and an emphasis on control and administration through the web that takes the burden away from your IT team. For administrators, you can quickly configure the system according to your organisation s changing requirements, while your employees can manage calls easily and effectively. With only a minimal capital outlay required, a reliable and proven service, and a jargon free approach to telephony and communications, Hosted Business is suitable for any sized business looking to improve their productivity and image. The Benefits Features you can easily control Hosted Business puts you in complete control of your phone system and is provided with an extensive range of call handling and management features, all operated through an easy-to-use web interface. Empower your staff with one number anywhere Hosted Business conveniently integrates your fixed and mobile capabilities so that you never miss a call. Callers need only dial one number to reach your desk phone and mobile phone simultaneously; ongoing calls can be moved seamlessly from one device to another without hanging up and a single voicemail box can be accessed from any device. An on-demand service with no hidden costs As Hosted Business is hosted on your behalf, you only pay for what you need on a simple per seat basis. As you are not buying a PBX, there is no major hardware investment and there are no financing costs to consider. Lower call costs All the cost benefits of IP Telephony including free site-to-site calls (even across international boundaries) and cheaper call rates. If you use Hosted Business together with our mobile services you benefit from incredibly competitive rates for calls between your fixed and mobile devices. Enables flexible working Hosted Business helps businesses become more efficient by enabling flexible work environments through hot-desking, home working, and extending the service to mobile devices. Number choice You have total flexibility with the numbers you want to use. You can keep your existing numbers or get new numbers. Extend your business reach and use any local area number no matter where you are located. Have a London number in Leeds! A business continuity solution Unexpected events such as snow, floods or strikes won t disrupt your business. Because Hosted Business sits in the cloud, the service provides business continuity features that allow your organisation to carry on making and taking calls. 2
HOW DOES IT WORK? EASY TO USE INTERFACE CALL RECORDING Horizon provides a broad range of call handling features that are accessed via the web. The dashboard gives you convenient access to information such as your call history, voicemail and recorded calls. Personalised settings are quick and easy to setup. Record inbound or outbound calls for compliance, customer service or audit purposes. This optional feature allows secure online access to file storage and retrieval of call details. You can set Horizon to record some calls, all calls or record calls on demand. ADMINISTRATOR INTERFACE AUTO ATTENDANT Horizon provides IT managers with a powerful administrative management capability while giving employees freedom to control calls quickly and effectively. Set up is quick and easy and you can choose to pass down control to the user or your administrator. You can use Auto Attendant to provide callers with call routing options for different areas of the business or create announcements to inform callers of details such as opening hours and website address when the office is closed. 3
WHO IS HOSTED BUSINESS AIMED AT? Hosted Business is ideal for any sized business and is highly effective in organisations that have more than one site that work together. The system is capable of serving hundreds of employees. Here are some examples of how Hosted Business is often used: Dynamic businesses wanting flexibility businesses with employees who are regularly on the move or out of the office will never lose calls as each user can simply tell the system, at the click of a mouse, where their calls should be sent: their desk, their mobile (or both), or their colleague. And if they miss a call they can pick up their voicemail no matter where they are. Ideal for multi sites the service is provided centrally so you don t need an expensive system on each site. Hosted Business connects branch offices together, calls are free between locations and everyone shares the same dial plans and directories. Organisations that prefer outsourcing and Opex hosted on your behalf, there are no expensive maintenance or running costs and you pay for what you use on a simple per-user basis. Organisations who need a business continuity solution in the event of a disaster the services can be instantly moved across to a backup plan that can include, for example, diverting calls to different locations without loss of functionality and without expensive call forwarding costs. Improving customer contact put calls on hold, play marketing messages, move calls seamlessly between users and offices, and your customers will get the best experience when calling your business. Training and monitoring Hosted Business provides a cost-effective way to record calls. This centralised feature means calls can be recorded from any location, in any direction and configured instantly at the click of the mouse. 4
YOUR CHOICE OF HANDSETS Hosted Business can be used with a range of handsets from a choice of manufacturers; it s not tied to one type of manufacturer or hardware for an installation. The Hosted Business service can also be connected through an easy-to-use desktop client, details of which can be found in the Hosted Business bolt-on datasheets at the end of this brochure. For a full list of hardware that can be used with Hosted Business please speak to your service provider who can provide you with an overview of the features, phones and options available. Polycom SoundPoint Range SoundPoint IP 650 Ideal for high performance and features such as executive offices or receptionists: A backlit, 320 x 160-pixel grayscale graphical LCD Six lines (standalone) / 12 lines (with the SoundPoint IP Expansion Module) Advanced functionality, including shared lines, busy lamp field, presence, and XHTML applications SoundPoint IP 450 Ideal for general office use: Backlit 256 x 116-pixel multi-layer, grayscale graphical LCD 3 line keys Advanced functionality, including shared lines, busy lamp field, presence, and XHTML Microbrowser. SoundPoint IP 335 Excellent sound quality and enterprise-grade features in a simple, reliable IP deskphone: Backlit 102 x 33-pixel, grayscale graphical LCD 2 line keys Advanced functionality, including shared lines, busy lamp field, three-way conferencing, and XML Microbrowser SoundPoint IP 331 Excellent sound quality and enterprise-grade features in a simple, reliable IP deskphone: 102 x 33-pixel graphical LCD 2 line keys Superb sound quality and full-duplex speakerphone performance with Clarity by Polycom acoustic technology 5
Polycom V V X Range V V X 310 Designed for a broad range of environments for small and medium businesses: Backlit grayscale graphical LCD (208 x 104) 6 line or speed dial keys Hard Keys: 12-key dial pad, home, speaker, mute, headset, volume, messages, hold, transfer V V X 410 Mid-range Business Media Phones are for today's office workers: 3.5" TFT (320 x 240) 12 lines or speed dial keys Hard Keys: 12-key dial pad, home, speaker, mute, headset, volume, messages, hold, transfer V V X 500 It is a powerful yet intuitive office phone that can keep up with their multitasking and schedule juggling. 3.5 (9-cm) TFT (320 x 240) Up to 12 line appearances Immersive capacitive touch UI Full Browser (Webkit) Green low power Hard Keys: 12-key keypad, home, speaker, mute, volume, headset 6
Cisco SPA Range SPA 501 Addresses the requirements of traditional business users while building on the advantages of IP telephony: Paper label insert for buttons to indicate speed dials, shared lines, or extensions 8 line keys Wideband audio for unsurpassed voice clarity and enhanced speaker quality SPA 502 Ideal for general office use 128 x 64 monochrome LCD graphical display with backlight 1 line keys Dedicated illuminated buttons SPA 504 From the office to the meeting room, a Cisco SPA504G IP Phone offers enough features for everyone: 128 x 64 monochrome LCD graphical display with backlight 4 line keys Menu-driven user interface SPA 509 IP Phone designed to improve and simplify communications across your entire company: 128 x 64 monochrome LCD graphical display with backlight 12 line keys Menu-driven user interface SPA 525 An excellent choice for businesses that require an enhanced user experience Graphic-rich, high-resolution 3.2-inch QVGA 320 x 240 colour screen 5 line keys Menu-driven user interface 7
Cisco SPA Range (Cont.) SPA 122 Connects a standard analog device to IP network: Provides high-quality, clear-sounding voice common telephone features such as caller ID, call waiting, and voicemail Compact in design SPA 500DS Attendant console easily attaches to a SPA500 Series IP Phone, providing up to 30 programmable call pickup or speed dial buttons 15 programmable buttons Page Left and Page Right keys Call transfer Speed dial Busy lamp field One-touch transfer Call pickup 8
INCLUSIVE FEATURES Hosted Business is available with the comprehensive range of features below. Working as part of a team N-Way Call for convenient collaboration with colleagues Common or customisable settings for Sites, Groups, Departments Instant Group Call enabling efficient collaboration Hunt Groups for distributing and allocating calls across your team Hold a call and pick it up on another phone with Call Park Call Transfer to any internal or external number Answer a group member s phone with Call Pick Up Working efficiently Last Number Redial for convenient repeat dialling Use Presence or Pre-set Availability Profiles to manage incoming calls Call your colleagues when they are free using Busy Lamp Keys Use Call Recording for audit trails, compliance or training purposes Easily make a call with Click to Dial through the user interface or client No more unwanted calls with Anonymous Call Rejection or Selective Call Rejection Show you are unavailable using Do Not Disturb Assign calls to cost centres using Account Codes Automatic Callback so that you can stay productive Company directory available from the handset and up to 100 speed dials for your favourite numbers Improving your company image Call Waiting ensures you re ready to take your next call Provide callers with menu options for call routing using Auto Attendant Get your messages across with Music on Hold CLI Flexibility to allow you to present any number you have permission to call on behalf of Avoid your calls being passed on and on with Diversion Inhibitor 9
Mobile & flexible working Manage incoming calls effectively with Call Forwarding Never miss a call with One Number Anywhere and Sequential Ringing Use your number and profile on any phone, anywhere with Remote Office Home Worker lets you take your profiles and settings to your home office Keep track of important calls with Call Notify by Email Play a Voicemail message from your desktop, save it or forward a copy to your entire team Use your number and preferences, on any enabled phone in your company, with Hot-Desking Ensuring security / preventing fraud Use Call History to view all calls made, received and missed Bar unapproved call types with Call Barring Allow access to phones using Authorisation Codes 10
BOLT-ON FEATURES Call Queuing Hosted Business Call Queue helps you present a professional image to your customers by managing incoming calls effectively and delivering them to groups, as soon as users become available. Using Hosted Business Call Queue Users and Groups means you can benefit from: Unlimited Call Queues Set up as many call users as you need to answer calls and add them to as many Call Queues as you want - a flexible, low-cost solution for taking calls from multiple numbers or companies. Customised messaging Customise your Welcome and Hold music and set up a Comfort message at timed intervals to let the caller know their call is important. User breakout Add a specific digit to the Call Queue Group to let a caller break out of the queue to leave a voicemail message. Queue up to a total of 25 calls. Simultaneous Hunt Group Instantly deliver the call to all available contacts within the Call Queue Group. Call Queue adds a low-cost way of managing your incoming calls professionally and provides constant information and choices to your callers, reducing the risk of losing valuable incoming calls. 11
Desktop Softphone This desktop client allows users to make and receive calls from their PC (using an appropriate headset), as well as quickly accessing key settings for their Hosted Business service. This is an ideal bolt-on for users who often work remotely; work from different locations where it is not practical to install a handset or who are regularly on the move with access to WiFi (e.g. hotel stays). In addition to the above the softphone also provides presence and instant messaging between users who also have a softphone (or smartphone app). The key features provided are as follows: Make and receive calls Instant messaging and presence (includes Group Chat with up to 4 participants) Hosted Business company directory (with Click to Call from softphone or desk phone) Call history (with Click to Call from softphone or desk phone) Desktop dialer Settings management o Twinning o Remote office o Forward calls o DND o Withhold my number In-call handling call park, transfer, hold and conference Call Pull (pull an active call from another device) Making and Receiving calls Calls can be made from the keypad or directories/contacts, either using the client or instigating click to dial for an attached IP Phone. Incoming calls can be controlled through the simple pop up. Once answered, all in call services are available. 12
Sending Instant Messaging IM s can be generated to any contact who has accepted contacts invite both for external and internal contacts. Messages are displayed through pop ups or notifications when sent. Directories and Contacts List Full company directory is available. Incoming calls are tagged where contact is known. Directory can be searched by simply typing in a contact name. Call Control Features Call control features can be accessed through the client software by selecting the setting icons. Settings adjusted will update in real time on both the clients and Hosted Business web interface. When a call is in progress a number of features can be driven from the open dialogue box, such as Hold Call, Conference, Transfer and Park Call. Call History Call Reporting is available showing all calls delivered and made to the user account; filters can be applied; further action can be taken to call contacts back. 13
Smartphone App The Smartphone app is allows a user to make and receive calls on a mobile device, as well accessing key settings. It provides all the same functionality as the desktop client above, with the exception of Click to Dial and Group Chat. This is an ideal bolt-on for users who often work remotely or who are regularly on the move with access to WiFi (e.g. hotel stays). Group Paging Group Paging is a group feature that allows for unidirectional paging to a group of users by dialling a group paging directory number (DN) or extension. This feature can be used across multiple sites if required. To use dial the group extension and speak in to the handset. Management Reporting Tools Do you know how many calls you are getting? Do you know how they are being handled or who is handling them? Hosted Business offers a number of key measurements through its reporting section but there is a growing requirement for more in-depth call management reporting and wall board integration to help organisations gain a real-time understanding of calls. Through our partnership with Akixi, the leading hosted call-management service provider, you can now get a data feed for your Hosted Business service, which will let you export the statistics you need to help manage your business. Additional benefits available by using Akixi: No server on site Enables multi-site monitoring and supports business continuity Real-time stats Provides wall boards with realtime traffic information and alarms to ensure critical routes into the business are constantly monitored Accessible from any internet-enabled device Use the service via traditional desktop devices or monitor on the go through your mobile Push reporting and alarms Customisable push reporting and alarms to ensure business-critical metrics are always available Cradle-to-grave reporting Monitor a call throughout its path by seeing every divert leg and call detail, easily and accurately segmented for identification Track after-hours calls Highlight suspicious activity or unauthorised calling Abandoned call recovery Missed a call? See instantly if it has been returned Activity and extension activity monitoring Quickly and easily monitor key extension or call routes to ensure maximum efficiency 14
Receptionist Console Manage incoming calls and call routing to single or multiple sites via a simple, easy to use interface. Using the Hosted Business Receptionist Console you can benefit from: Full control over incoming calls to single or multiple sites, ensuring every call is answered or redirected, as required Access and monitor up to 800 directory contacts meaning call routing decisions can be made quickly and efficiently to ensure the best available outcome Monitoring and manipulation of call queues with caller priority Establishment and management of multiple conference calls, connecting key contacts and resources to deal with incoming queries in the most effective way Multiple receptionists managing single or multiple numbers Hosted Business Receptionist Console adds a low-cost way to manage your key call routing and for monitoring of multiple contacts or sites, where this is not achievable through a more traditional phone and side car solution. Ensure that every one of your calls is answered professionally and efficiently, improve customer service and increase business efficiency with Hosted Business Receptionist Console. 15
Integrator is a powerful piece of software that all allows a user to control their Hosted Business service from their desktop without having to log in to their Hosted Business portal or navigate through phone menus. In addition, the software integrates with a user s Outlook program making contacts easily accessible and dial-able from Outlook and the desktop. Accessing key features and settings becomes very quick and easy, and finding and dialling contacts very fast - helping users to work more efficiently and be more productive. Telephony presence (with Click to Dial) is also provided for up to 20 work colleagues, definable by each user. Furthermore, for those businesses who use Microsoft Lync, they will enjoy the benefit provided by the integration of Hosted Business s phone status with a user s Lync status (on a call or DND). Key features provided are: Click to Dial from Outlook Screen popping from Outlook contacts and Hosted Business Company Directory Click to Dial from web pages In-call control features hang up, hold, deflect, consult and transfer Desktop feature control Do Not Disturb and Forward All Calls Desktop Address with Click to Dial (searches Hosted Business Company Directory and Outlook Contacts) Desktop Call History Desktop Recent Call Search Telephony Presence (with Click to Dial) Integration with MS Lync status (on a call or DND) Integrator CRM provides the full functionality and associated benefits of Integrator, as well as providing integration with 20 of the top CRM systems in the UK market today. The additional CRM functionality provides screen popping and Click to Dial from the chosen CRM and integrates it with the Desktop Address Book with Click to Dial. The following CRMs are supported: CRM Integrator Integrator CRM Versions Currently Supported egroupware 1.0-1.8 GoldMine 5.5 9.2 LDAP N/A Lotus Notes 7 8.5 Maximizer 9 12 Microsoft Access 2000 2013 Microsoft Dynamics CRM 3, 4, 2011, 2013 & Office 365 Microsoft Dynamics NAV 4, 5 & 2013 Microsoft Outlook 32 bit 2000-2013 Microsoft Outlook 64 bit 2010-2013 National Directories Eniro (SWE), tel.search.ch (SWI), Infobel (BEL) NetSuite 11 Sage 50 Accounts (UK Edition) 2008-2013 Sage 50 Accounts (US Edition) 2012-2013 Sage Act! 2008-2013 Sage CRM 7.0-7.1 Sage SalesLogix 7.2-7.5 Salesforce Enterprise Sugar CRM 5.0-6.6 SuperOffice 6.1-7.1 vtiger 5 Zoho 4 16
Desktop Tray The application appears in the user s desktop tray where all features of the application can be used and managed: Application functions are accessible through either Right or Double clicking the green LED icon shown above. Phone Window and in-call control Control both Inbound and Outbound Calls and view contact from the Phone Window: During any Inbound or Outbound call a user can hang up, hold, consult and transfer, via controls presented in the preview box which pops up above the system tray. Desktop Address Book (Contacts Search) with click to dial The address book will interrogate any integrated applications database for contacts and allow you to click-todial, email and contact pop where possible. Click to Dial Outlook Find a contact and dial from the Outlook program directly: 17
Click to Dial Quick Dial / Search In the desktop tray, type the number to dial, or a name of your contact. Typing a name will launch the address book search function and perform the search immediately. Click to Dial Recent Calls Click to dial instantly from a list of recently made/received calls 18