BUSINESS TRUNKS A SCALABLE, COST-EFFECTIVE SOLUTION ENABLING BETTER COMMUNICATIONS Welcome to Comcast Business Trunks. We are pleased that you have selected Comcast as your voice provider, and look forward to supporting your business communications. Included in this guide are several tools for enhancing your Business Trunks experience, including details on E911 service and added features. In addition, you can view Comcast Business Trunks - PRI settings via your online account. Visit business. comcast.com/myaccount to login. BUSINESS LEVEL SUPPORT Business Technical Support is available to assist you 24 hours a day, 7 days a week at 877-543-3961. BUSINESS VOICE CONTINUITY You have the option to utilize the Destination Unreachable feature, which re-routes incoming calls made to your trunk group to an alternate destination in the event of an outage. This feature only needs to be activated once, then is available to help ensure your business voice continuity. Contact Business Customer Care at 877-543-3961 to activate this feature. TOLL FREE SERVICE Toll Free service can help you expand your business by enabling your customers to place orders via a Toll Free number. Many customers include their Toll Free numbers on their website, as it makes them easier to contact. A Comcast Business Toll Free line for your company is as fast and easy as a toll free call to Business Customer Care at 877 543 3961. BC_TRUNKS_BRO_Rev_0114.indd 1
BUNDLED MINUTES As part of your Business Trunks service, you receive unlimited inbound and local calling including intralata calling. In addition, 200 minutes per channel at each location is included for outbound domestic long distance* and for inbound toll-free calling. Any calls above the bundled minute block are rated at competitive domestic and international rates. To learn more visit business.comcast.com/smb/ild. * Domestic Long Distance includes non-local calls to 50 United States, D.C., Puerto Rico, U.S. Virgin Islands, Guam, Saipan, N. Mariana Islands and American Samoa. E911 SERVICE FOR BUSINESS TRUNKS We want to make you aware of a few important characteristics of the Service and your related responsibilities. E911 Service, Private Branch Exchange and Direct Inward Dial Service Many jurisdictions require businesses using multi-line telephone systems to program their systems to transmit specific location information for 911 calls. Comcast offers the following two options to help you meet these requirements: We send to the ALI database or Subscriber Location Database (SLDB) the main billing telephone number and the main address provided by your company; or You may choose to sign up for up to 250 Emergency Location Information Numbers (ELINs) that you could assign to zones within your premises that would be separately identified to the E911 call taker. The location information, such as a specific floor, side of a building, or other identifying information, could assist emergency responders to more quickly reach the appropriate location. You are solely responsible for programming your PBX system to map each station to one of these numbers, and for updating the system as necessary to reflect moves or additions of stations within the premises. Comcast will send the assigned ELINs to the ALI or SLDB database, as appropriate. Your business bears sole responsibility to ensure that it identifies and complies with all such requirements. In any event, if you do not maintain E911 records in a timely and accurate manner, the E911 call taker may not receive proper location information, and emergency responders may be delayed or even prevented from timely reaching the caller s location. BATTERY BACKUP FOR BUSINESS TRUNKS The Integrated Access Device (IAD) or Enterprise Service Gateway (ESG) provided by Comcast is not equipped with battery backup. It is your responsibility to ensure adequate back-up power is provided to ensure service continuity during a power outage, as employees would otherwise be unable to use the Trunk services, including dialing 911, when power is unavailable. BC_TRUNKS_BRO_Rev_0114.indd 2
CALL DETAIL RECORDS (CDR) Access your Call Detail Records (CDR) on a monthly basis to view call details such as call to, call duration and time of day. CDR can be used in multiple ways, such as call details for customer billing, call analysis by time of day or duration, or even call assignment per project type. Fig. 1 Fig. 2 Fig. 3 Fig. 4 Fig. 5 Download Instructions 1. You may access the portal for download of your CDR at https://businessvoice. comcast.net. 2. Under Business Class Voice Trunking Customers, click go to this link (Fig. 1) to go to the CDR Download page for Business Trunks. 3. Log in using your Account Number and Security PIN (Fig. 2). Your Account Number can be found on your bill. Your Security PIN was mailed to you upon activation of your account. 4. This will bring you to the home page with your CDR displayed (Fig. 3). You can view files up to 18 months old. Records older than 18 months are not maintained. New data is loaded on the 1st or 15th of each month in accordance with your billing cycle. The most recent list of files is displayed upon login. You may change the year by selecting the year from the drop-down box on the Call History page. 5. Click on the date file that you wish to access. You have the option to open or save the file (Fig. 4). Files are downloaded in.zip format. A.csv file is contained within the downloaded file (Fig. 5). The.csv file contains the file headings for the data and can be viewed in a spreadsheet or database application. 6. You have the option to change your security question and PIN by clicking on My Account and following the instructions. Should you have questions on the CDR Download process, please contact Business Customer Care at 877-543-3961. BC_TRUNKS_BRO_Rev_0114.indd 3
ADDITIONAL SERVICES In addition to Business Trunks, you may also have one of our other business services. This section will provide a general overview of other Comcast Business services. To learn more, please visit business.comcast.com. BUSINESS VOICE With your Comcast Business Voice service, you will enjoy the convenience of staying connected with high quality and robust voice service. Additionally, many Business Trunks customers have Business Voice lines to connect with alarm, elevator, fax or other devices. Below please find some basic information about Business Voice lines. For more information, please also visit our online help and support library at business.comcast.com/help. Call Forwarding Not Reachable In the case of outage, incoming calls are automatically rerouted to a predetermined location after one-time setup. To set up Call Forwarding Not Reachable, dial * 58. Follow the menu of options given. To deactivate Call Forwarding Not Reachable, dial * 59. Call Forwarding To forward all incoming calls to another line (home phone, cell phone, etc.), dial * 72. Dial the 10-digit destination telephone number. Hang up. All incoming calls are now forwarded to that line. To cancel Call Forwarding from the line, pick up the receiver and dial * 73. Call Transfer Use the switchhook or flash button on your phone to get a second dial tone. Dial the phone number or extension of your destination party. When the destination party answers, you can announce the call or just hang up to complete the transfer. Call Hold Use the switchhook or flash button on your phone to get a second dial tone. Dial * 52 to put a caller on hold; repeat to take a caller off hold. 3-Way Calling Get the first party on the line. Flash hook to get a second dial tone. Dial the second party. When the second party answers, flash hook again. All three lines are now connected. BC_TRUNKS_BRO_Rev_0114.indd 4
Managing Features Online With Business Voice, you can manage your voice features conveniently online from within our voice management site. Key functionality includes: View recent, missed, and dialed call history Manage voicemail including setting email notifications for new voicemail messages Activate or deactivate features such as Call Forwarding Visit business.comcast.com/myaccount to activate your online account and to manage services. Once activated, login and click My Services, then My Phone to get started. Voicemail When you are on the phone, offsite or just need a phone-free hour to focus on a project, Business Voicemail enables you to manage your time without missing your messages. You can even opt to be notified via email that you have voice messages waiting. 911 Emergency Calls In most major cities, emergency police, fire and medical services can be reached by dialing 911. Enhanced 911 (E911) automatically provides the emergency service with your telephone number and location when you dial 911 from your business phone. Remember, dial 911 immediately in case of any emergency. NOTE: Comcast Business Voice service may have E911 limitations specified below: In order for your 911 calls to be properly directed to emergency services, Comcast must have your correct service address. If you move Comcast Business Voice service to a different address without Comcast approval, 911 calls may be directed to the wrong emergency authority, may transmit the wrong address and/or Comcast Business Voice service (including 911) may fail altogether. Comcast Business Voice service uses the electrical power in your office. If there is an electrical power outage, 911 calling may be interrupted if the battery backup in the associated multimedia terminal adapter is not installed, fails or is exhausted after several hours. Calls, including calls to 911, may or may not be completed if there is a problem with network facilities, including network congestion, network/equipment/power failure or other technical problems. Prior to changing your address or moving your service, or if you have any 911-related questions, please call Business Customer Care at 877-543-3961. Comcast will need several business days to update your new service address in the E911 system. BC_TRUNKS_BRO_Rev_0114.indd 5
BUSINESS INTERNET Your Comcast Business Internet comes with many valuable features that can help you manage your business more efficiently. Hosted Microsoft Exchange With hosted Microsoft Exchange, you have an on-the-go communications platform including: Microsoft Outlook Share and synchronize email, calendars, contacts and tasks. Windows SharePoint Share documents and information, coordinate projects and get up to 10 GB of storage and backup. Mobile Access Communicate from anywhere you have Internet access, on all your mobile devices. Web Hosting Your Business Internet Package comes with our Starter Web Hosting Package, which includes a custom domain with a 3-page template formatted website. To activate and view your Web Hosting Plan, visit your account online at business. comcast.com/myaccount. If your e-commerce needs are more advanced, our Web Hosting upgrades include: Business Package With 300 GB of storage space, you can build a dynamic site with Web scripting and database support. This package lets you host lots of pages and take lots of hits, but does not cost lots of money. Commerce Package Put a large catalog online and sell your products securely with 400 GB of storage space and integrated e-commerce functionality. Professional Package All of the functionality included in the Commerce Package with even more storage space. This bundle lets you build, run and promote a big website without a big price. NOTE: If you would like to upgrade your service, please visit business.comcast.com/ myaccount, navigate to Manage Website then choose Upgrade Web Hosting. Your Security For your protection, log on to your account at business.comcast.com/upware to download Norton security tools, some of which are included with your service at no additional charge. BC_TRUNKS_BRO_Rev_0114.indd 6
BUSINESS TV With Business TV, you will stay connected like never before. Access to the latest news, finance, sports and pop culture trends is an important part of staying competitive in today s marketplace: You Having up-to-the-minute information about the events that shape your life and work will help you respond quickly to your community and your markets. Employees Comcast Business TV in lunch rooms, break rooms and other common areas is a valuable news and information resource for your employees. Customers They ll want to return when long waits seem short and services are more enjoyable with the entertainment you can now provide in waiting rooms, lobbies and service areas. NOTE: Not all services available in all areas. Premium channels require a premium channel subscription. Accessing Your Channel Lineup Log on to your account at business.comcast.com/myaccount and select My Services at the top of the page. Select TV. Sort the list numerically or alphabetically. Scroll left or right using the arrows at the bottom of the page to view more channels. In addition, you can also view your lineup on your TV: Packages without a Comcast set-top box Use the channel up and down buttons on the remote control for your television. Packages with a Comcast set-top box Use the on-screen guide, which is accessed through the remote control provided by Comcast. Once you ve had a chance to see the value TV brings to your business, you may want to consider upgrading your package or adding Music Choice, Sports Pack or other special programming tailored to your business needs. BC_TRUNKS_BRO_Rev_0114.indd 7
BUSINESS VOICEEDGE Whether you are a business of 5 or 500, single location or multiple, Business VoiceEdge from Comcast lets you focus on your business and not your business communications with a fully managed voice solution that saves you time and avoids capital expenditure. Business VoiceEdge offers you greater efficiency by delivering a phone system through the Cloud. Having a unified communication solution means that you get universal features and constant connectivity without the capital investment and hardware management that typically come with traditional PBX phone systems. To learn more, please visit business.comcast.com/voiceedge. BUSINESS ETHERNET With scalable, secure Ethernet data services from Comcast, and 24/7 dedicated national and local support, you can connect with your customers, suppliers, and remote sites easily, efficiently and affordably. Regardless of how complex your Ethernet network needs are, Comcast has fiber optic solutions designed to help keep your business applications running smoothly and everyone in your organization connected with one robust and secure network. To learn more, please visit business.comcast.com/ethernet. COMCAST BUSINESS PROMISE You depend on Comcast Business for the success of your business and we take that trust seriously. Comcast Business is committed to delivering on the promise of providing customers the most reliable data, voice, and TV services that consistently exceed expectations. If your service is interrupted, we promise to resolve it as quickly as possible. If you report a service interruption that was our issue, you will receive a bill credit. It s that simple. That s Comcast we back our service with this promise because busines can t wait. We make the following commitments to our Business Trunks customers: 60 Day Money Back Guarantee limited to the monthly recurring fee paid for your first 60 days of service, excluding installation charges, fees, taxes or per-call charges Dedicated project managers from design to install Service Level Agreement for end-to-end coverage of Comcast-provided equipment, the local access network and the backbone network 24x7 Dedicated Business Support To learn more about our Comcast Business Promise, please visit business.comcast.com/promise. 2014 Comcast. All rights reserved. BC TRUNKS BRO Rev. 01.14 BC_TRUNKS_BRO_Rev_0114.indd 8