TotalCloud Phone System Service Guide

TotalCloud Phone System Service Guide 2013 Cbeyond, All Rights Reserved.

Table of Contents How to Use this Guide...3 Service Overview...4 Things You Need To Do...5 Typical Installation Activity Milestones New Cbeyond Customer...6 Bring your Own Bandwidth (not on Cbeyond Network)... 7 Existing Cbeyond Customer...8 Preparation of Install Activities...9 Pre-Install Activities...10 Activation Day Graphic... 11 Training Information...12 Technical Requirements and Information...13 TotalCloud Phone System Network Configuration...14 TotalCloud Phone System VLAN Configuration...19 Best Practices Firewall...21 Remote Worker...22 Paging...23 TotalCloud Phone System Seat Features...24 TotalCloud Phone System Features Defined...25 Ordering Information...28 Managing Features Chart...30 Cbeyond Communicator (softphone) Information...31 System Requirements...32 Support Information...34 Appendix A....36 Page 2 TotalCloud Phone System Service Guide

How to Use this Guide The TotalCloud Phone System (TCPS) Service Guide provides the information you ll need to get started with Cbeyond s TotalCloud Phone System. The Guide is divided into six sections, as follows: Section I Getting Started Section II TotalCloud Phone System Typical Installation Milestones Section III Setup From Contract Signing To Activation Section IV Technical Reference Section V Nuts and Bolts - TCPS Components Section VI Cbeyond Communicator TCPS Application The Guide outlines Customer responsibilities and Cbeyond s responsibilities, along with the approximate timeline of the process starting from the time you sign the TotalCloud Phone System contract. Visit the TotalCloud Phone System Contact Page where you ll find contact information for technical support. Our Technicians are available to answer your questions and assist you with any technical difficulties you may encounter. Please pay careful attention to the section entitled Things You Need to Do. Page 3 TotalCloud Phone System Service Guide

Service Overview Cbeyond s TotalCloud Phone System is a hosted PBX system, housed in Cbeyond s secure data center. TotalCloud Phone System users forgo the costs associated with purchasing and maintaining a company phone system on premise. Compared to premise-based equipment or other system providers, Cbeyond s TotalCloud Phone System offers superior quality-of-service and reliability due to Cbeyond s long-standing history of exclusively serving the Small to Mid-sized Business market with quality IP-based voice and IT services. Now you can focus on your business instead of your phone system. As a result, your company experiences the benefits of an advanced business phone solution without the initial investment and ongoing operational costs required by expensive traditional systems. Lower Cost of Ownership - no system equipment to purchase, install and maintain Lower Operating Expenses - one predictable monthly charge Flexible and Scalable - the ability to start small and grow with your business Business Continuity - with built-in disaster recovery capabilities Secure and Reliable - 24/7 monitoring by Cbeyond TotalCloud Phone System delivers the professional, enterprise-class features and functionality that small and mid-sized companies need to be more productive, more responsive and more flexible to changing business conditions. TotalCloud Phone System connects your entire workforce regardless of location extending to remote and mobile employees the same features as employees located at your headquarters. Page 4 TotalCloud Phone System Service Guide

Things You Need To Do This section lists some key responsibilities for you and your Local Area Network (LAN) vendor to undertake prior to the successful implementation of Cbeyond s TotalCloud Phone System. Order Verification IWork I with your Service Coordinator to get an appointment scheduled with your Design Specialist so they can document your configuration needs for your TCPS. IProvide I your Service Coordinator with your LAN vendor information. Build Requirements IAnswer I your Design Specialist s questions so that your organization s configuration requirements can be successfully documented. IArrange I a site survey with your LAN vendors so they can respond to a phone LAN VoIP-readiness validation using the LAN configuration section of the TCPS Service Guide. IEnsure I your network bandwidth (upload and download) can support the maximum number of concurrent calls along with data traffic 1. IIf I you chose the VLAN self-install option, have your LAN vendor implement your VLAN according to Cbeyond's requirements (cbeyond.com/setup in the Network Setup Materials section). IEnsure I there are proper cable connections from each handset location to your network switch 2. ICabling I for handsets must be rated CAT 5 or better for handsets to communicate properly. Order Acceptance IOnce I finalized by the Design Specialist, review Service Order Contract with your Service Coordinator. New customers must accept your order via CbeyondOnline. IWork I with your Cbeyond Service Coordinator to schedule installation and activation dates. If scheduling a multi-location configuration, installation and activation dates for the sites should be in close proximity. IIf I purchasing phones from Cbeyond, review your hardware quote and submit payment information via the online Handset Store when prompted by email. Handsets must be purchased separately for each location, if applicable. Handset payment must be via a credit card, or by contracting through Cbeyond s handset leasing partner. Page 5 TotalCloud Phone System Service Guide Installation and Activation IProvide I access to your site for installers (8am-5pm). You or your technical point of contact needs to be on-site during the activation. Arrange for your phone service to be offline for several hours on activation day. IIf I supplying your own IP phones, ensure you have administrative access to the unlocked 3 phone in order to register them to the TotalCloud Phone System during activation. Handset models must be included on the TCPS Certified Handset list (cbeyond.com/setup). IWork I with your vendor(s) and Cbeyond s installation representative to configure your logical network and any browsers, routers, desktops, and IP phones. IWork I with the Cbeyond Phone System Implementation Vendor to coordinate and receive training on the basic use of the TotalCloud Phone System handsets. Quick Reference and User Guides can be found on cbeyond.com/setup. IReview I and complete the TotalCloud Phone System Customer Signoff sheet with the Phone System Implementation Vendor. IConfirm I that all services are working to your satisfaction before obtaining signoff and releasing your vendors. Managed Voice Gateway Installation (if applicable) IProvide I access to your site for installers (8am-5pm). IProvide I a connection to your internal network. You or your vendor should provide a cable to connect your equipment to the Cbeyond router. IHave I a technical point of contact available during router installation. IIf I you are providing a broadband connection from an alternate provider, you will need to obtain and provide a dedicated, unused Public Static IP address in order to configure your TotalCloud Phone System services. You can obtain this address from your network provider. 1. Refer to the Technical Requirements section for details 2. Refer to the Customer Pre-install and Network Infrastructure section for details 3. Contact your previous phone service vendor to ensure the handsets are unlocked. If not, be sure to obtain detailed steps on how to unlock the handsets.

TotalCloud Phone System Typical Installation Activity Milestones Applies to: New Cbeyond Customer on Cbeyond Network (per site) Pre-Installation period begins after circuit is installed (circuit installation timeframes depend upon access type, if fiber-based, generally 30-60 days) Intervals are estimates and depend upon several factors including timely completion of customer-owned activities and complexity of design Sign Contract Welcome Call Build Requirements Gathering Handset Ordering and Activation Scheduling Pre- Installation TotalCloud Phone System Activation Post Activation Customer Activities Review order with your Service Coordinator (SC) Confirm vendor information with SC and discuss if site survey required Review TCPS Service Guide with SC Provide build requirements and conduct LAN site validation with Design Specialist Work with LAN vendor to ensure LAN is VOIP-Ready Finalize handset order payment Work with SC to schedule Activation Review final order LAN vendor ensures LAN is VOIP-Ready, including installing VLAN if applicable Accept Handset delivery Allow access for circuit install Ensure vendors are on-site prior to scheduled activation time Plan for phone downtime discuss with your SC prior to activation Contact SC with questions within 5 days of install Provide us with your feedback! Contact Support for questions or changes after 5 days: 866-424-5100 Customer Time 30 minutes 2-4 hours < 1 hour 15-30 minutes 2-4 hours (>20 handsets may be longer) 5 minutes Cbeyond Activities Conduct Welcome Call, confirm vendor information and roles Kick off customer order Collect system build requirements and validate LAN readiness Schedule circuit installation Review Service Guide sections with Customer Send handset shopping cart for payment Once handset delivery date established, schedule installation and activation Schedule vendors to be available on Activation Day Circuit Installation complete Install and test router Conduct Smart Start visit (if applicable) Cbeyond phone vendor installs and tests phones, conducts training as detailed in Training Section Build customer configuration on PBX SC calls 24-48 hours after install to ensure you have no open issues Send survey to ensure you are satisfied with your TotalCloud Phone System Milestone Interval 1-5 Days 10-25 Days 5-10 Days 3-5 Days 1 Day 5 Days Page 6 TotalCloud Phone System Service Guide

TotalCloud Phone System Typical Installation Activity Milestones Applies to: Bring your own Bandwidth (not on Cbeyond network) Intervals are estimates and depend upon several factors including timely completion of customer-owned activities and complexity of design Sign Contract Welcome Call Build Requirements Gathering Handset Ordering and Activation Scheduling TotalCloud Phone System Activation Post Activation Customer Activities Review order with your Service Coordinator (SC) Confirm vendor information with SC and discuss if site survey required Review TCPS Service Guide with SC Ensure internet access and IP is ready prior to advancing Provide build requirements and conduct LAN site validation with Design Specialist Work with LAN vendor to ensure LAN is VOIP- Ready, including installing VLAN if applicable Work with network provider to provide Public Static IP address for MVG Finalize handset order payment Review final order with SC Work with SC to schedule Activation LAN vendor ensures LAN is VOIP-Ready Ensure vendors are on-site prior to scheduled activation time Plan for phone downtime discuss with your SC prior to activation Contact Support for questions or changes 866-424-5100 Provide us with your feedback! Customer Time 30 minutes 2-4 hours < 1 hour Cbeyond Activities Conduct Welcome Call, confirm vendor information and roles Kick off customer order If porting numbers, ensure LOA and obtain copy of invoice Collect system build requirements and validate LAN readiness Review Service Guide sections with Customer Send handset shopping cart for payment Once handset delivery date established, schedule installation and activation Schedule vendors to be available on Activation Day 4-6 hours (>20 handsets may be longer) Cbeyond phone vendor installs and tests phones, conducts training as detailed in Training Section Build customer configuration 5 minutes SC calls 24-48 hours after install to ensure you have no open issues Send survey to ensure you are satisfied with your TotalCloud Phone System Milestone Interval 1-5 Days 10-25 Days 5-10 Days 1 Day 2 Days Page 7 TotalCloud Phone System Service Guide

TotalCloud Phone System Typical Installation Activity Milestones Applies to: Existing Cbeyond Customer on Cbeyond Network (per site) Intervals are estimates and depend upon several factors including timely completion of customer-owned activities and complexity of design Circuit installation timeframes depend upon access type, if fiber-based, generally 30-60 days (if applicable) Sign Contract Customer Activities Welcome Call Review order with your Service Coordinator (SC) Confirm vendor information with SC and discuss if site survey required Review TCPS Service Guide with SC Build Requirements Gathering Provide build requirements and conduct LAN site validation with Design Specialist Work with LAN vendor to ensure LAN is VOIP- Ready, including installing VLAN if applicable Handset Ordering and Activation Scheduling Finalize handset order payment Work with SC to schedule Activation LAN vendor ensures LAN is VOIP-Ready Customer Time 30 minutes 2-4 hours < 1 hour Cbeyond Activities Conduct Welcome Call, confirm vendor information and roles Kick off customer order Collect system build requirements and validate LAN readiness Schedule circuit installation if applicable Review Service Guide sections with Customer Send handset shopping cart for payment Once handset delivery date established, schedule installation and activation Schedule vendors to be available on Activation Day TotalCloud Phone System Activation Ensure vendors are on-site prior to scheduled activation time Plan for phone downtime discuss with your SC prior to activation 4-6 hours (>20 handsets may be longer) Cbeyond phone vendor installs and tests phones, conducts training as detailed in Training Section Build customer configuration Post Activation Contact Support for questions or changes 866-424-5100 5 minutes SC calls 24-48 hours after install to ensure you have no open issues Milestone Interval 1-5 Days 10-25 Days 5-10 Days 1 Day 2 Days Page 8 TotalCloud Phone System Service Guide

Preparation for Installation These activities must be completed before scheduling the installation and activation. Design and Handset Purchase 1 5 5 Customer Activities Sign contract Communicate requirements to Design Specialist Accept handset order and provide payment Schedule Pre-Install and Activation 5 Cbeyond Activities Order circuit (if applicable) Obtain customer detailed requirements Send final handset order to customer Schedule Pre-Install and Activation Page 9 TotalCloud Phone System Service Guide

Pre-install Activities These activities will be completed to install Cbeyond's network equipment at your site (if applicable) 4 2 Firewall 6 Customer Activities Ensure access to Cbeyond technicians for pre-install event Main Telco Room Customer Telco Room Ensure CAT 5 Faceplate is inside Suite Ensure CAT 5 or CAT 6 cable installed and there is sufficient capacity on each line If phone is customer-provided, phone must be on list of certified handsets found at cbeyond.com/setup 5 6 If phone is customer-provided, contact previous carrier to ensure it is Unlocked. If Locked, obtain steps for unlocking handsets. Handset must be unlocked to configure TotalCloud Phone System. Ensure LAN vendor installs and configures VLAN according to specifications outlined in the TotalCloud Phone System VLAN Configuration Guide found on cbeyond.com/setup, if applicable. If you are not sure whether or not your location meets the above requirements, contact your Service Coordinator. He or she will recommend a vendor who can assist you. Page 10 TotalCloud Phone System Service Guide

Activation Day These activities must be completed to activate your TotalCloud Phone System. 2 5 3 2 6 7 3 Customer Responsibilities Cbeyond Implementation Installer Activities 2 3 Have IT vendor on-site to test and ensure computers are connected to Cbeyond network IT vendor is required to reconfigure firewall, as applicable Designate employees to be available for single phone training session 2 5 6 Unbox new Cbeyond phone Place on desk Connect existing CAT 5 cable to new phone Installer tests phone Provide Basic Phone Training: Answer incoming phone call Dial external phone number Dial an extension Speaker phone use Place call on hold Transfer calls Access Voicemail via handset Install and configure Managed Voice Gateway, as applicable 7 TotalAssist installs and configures VLAN, if applicable Page 11 TotalCloud Phone System Service Guide

Training This section describes the training resources available for TotalCloud Phone System. Go to www.cbeyond.com/setup for a wide variety of training materials. Included with Installation: After your activation is complete, the on-site Implementation Vendor will conduct training on the handsets to demonstrate the following functions: Answer incoming phone call Dial external phone number Dial an extension Speaker phone use Place call on hold Transfer calls Access Voicemail via handset It is your responsibility to ensure your employees are available for this Training, or to set up a "train the trainer" designee. Live and Recorded Webinars: Webinars are included with your TotalCloud Phone System at no charge. TCPS Webinars focus on TCPS Features and Benefits as well as how to manage your features through CbeyondOnline! They include Q&A. Please visit http://www.cbeyond.com/tcps-webinars for webinar descriptions, schedules and registration. Self Service: For training videos, a Getting Started guide, phone feature guides and information on specific features visit www.cbeyond.com/setup and find the TotalCloud Phone System section. The list of items available includes: CbeyondOnline Getting Started Guide List of certified handsets Video featuring training on used features like Call Forwarding, and User Calling features Over 20 articles and step-by-step instructions Handset Quick Reference Guides by Model Handset User Guides and Datasheets Handset Instructional Videos Network Setup materials Additional Training available: Additional onsite training with a Cbeyond representative. This can be arranged through your Sales Rep or Service Coordinator or by emailing a request to totalassist@cbeyond.com Additional training includes up to 3 hours of time with a Cbeyond engineer to review more advanced features and functions of your TotalCloud Phone System in a consultative session answering your specific questions for your unique business needs. Training specific to Cbeyond Communicator is also available. See the Cbeyond Communicator section for more details. Page 12 TotalCloud Phone System Service Guide

Technical Requirements and Information This section describes LAN and other technical requirements for TotalCloud Phone System. Phone and Computer Network Assessment Arrange a site survey with your Local Area Network (LAN) and phone vendors to determine if you will need changes to your equipment or infrastructure. Implement a VLAN network, if this is your choosen option, to maximize voice and data performance. (Configuration details are outlined in the TotalCloud Phone System VLAN Configuration Guide found on cbeyond.com/setup). For many TotalCloud Phone System customers, Cbeyond s Managed Firewall service provides adequate security based on their needs. If you need to add an additional firewall to your network, please see the Firewall section in this guide for best practices and/or prepare to have your IT vendor on-site to configure during activation. Budget for any required hardware and/or software upgrades to your LAN. Work with your phone and LAN vendor(s) to complete the Cbeyond TotalCloud Phone System "Things You Need To Do Checklist." Technical Requirements Each site needs appropriate data connectivity (speed and quality) to support the quantity of handsets (90kbps per call), plus other data traffic. Approximately 1 Mbps is required for transport of 11 simultaneous calls (11 Call Capacity), not including additional non-voice data needs. Please review http://www.cisco.com/en/us/tech/tk652/tk698/technologies_tech_note09186a0080094ae2.shtml for more information on Voice over IP bandwidth consumption. LAN capacity needs to support volume of voice traffic of interconnected phones. A site survey may be needed to validate the LAN s ability to support the voice traffic. Find more info in this guide on LAN requirements. Customer-provided handsets must be certified (make/model) and not be locked to another provider. Some complex or multi-location scenarios may extend the typical installation intervals. See Best Practices section of this guide for configuration information on Firewall, Remote Worker and Overhead Paging System Support. Voice Quality of Service Cbeyond offers a Service Level Agreement (SLA) which applies to voice traffic which originates on equipment provided by or authorized by Cbeyond from a location served by Cbeyond s network. This voice SLA is a part of Cbeyond s Network Service Level Agreement available at cbeyond.com/legal. The voice SLA does not apply to voice traffic that originates on a broadband connection that is not part of Cbeyond s network. Even from locations served by Cbeyond s network, voice quality can be degraded by problems with customer-owned Local Area Network (LAN) equipment, LAN configurations, and/or LAN traffic density. When the Cbeyond TotalCloud Phone System is used in conjunction with broadband services that Cbeyond does not provide, the Cbeyond Network SLA will not apply. In these circumstances, the voice quality is Best Effort and may be negatively impacted by the quality of the alternate network connection. Page 13 TotalCloud Phone System Service Guide

TotalCloud Phone System Network Configuration Cbeyond s TotalCloud Phone System is a Hosted PBX system, which means that voice traffic is transported over Cbeyond s private, dedicated IP network to the public switched telephone network (PSTN) when used from an office on Cbeyond s network. When used in an office not utilizing Cbeyond s network, voice traffic is transported over the public internet to the PSTN. What is VoIP (Voice over IP)? Rather than transmitting voice traffic separately over circuit-switched resources (the traditional phone network), Voice over IP (VoIP) uses IP networks to transfer voice and other data together. What is a LAN (Local Area Network)? A LAN is a collection of cables and network equipment that provides internet access and device to device connections locally. For example, a LAN connects one laptop to another in the same room and also provides the internet connection for a desktop computer. Given that customers need to receive high quality voice transmission, the Local Area Network (LAN) must be optimized to support both voice and data traffic. VoIP can be dependent on and sensitive to bandwidth availability and delay caused in delivery of packets. The optional configuration of VoIP implementation is when packet traffic for a voice connection will not be delayed or dropped due to interference from other lower priority data traffic, such as web surfing. Refer to the following diagram showing the a VoIP network where voice and other data traffic are mixed and all passes through firewall. Cbeyond IAD/SPIAD/ISR Switch Public IP1 DHCP Voice and Data LAN IP 192.168.1.1 IP 192.168.1.102 IP 192.168.1.103 IP 192.168.1.100 IP 192.168.1.101 Voice and data traffic routed over same LAN and through firewall Page 14 TotalCloud Phone System Service Guide

Customer issues for TCPS when the handsets are behind a firewall Call drops after 10 or 20 minutes Voicemail Message Waiting Indicator not disabling or enabling Busy Lamp Field not working Phones intermittently losing registrations Simultaneous Ringing not working Shared Call Appearance not working For both on-net and remote users, one-way audio What is a Managed Voice Gateway (MVG)? A Managed Voice Gateway is a cost-effective way to have voice traffic bypass an organization s firewall, preventing call quality and dropping issues (this traffic still passes through Cbeyond s IAD s firewall ensuring security). It also enables Cbeyond to troubleshoot voice quality issues on a customer s LAN by providing visibility into voice and data traffic usage. The Managed Voice Gateway utilizes the EdgeMarc 4550 Enterprise Session Border Controller. The Managed Voice Gateway equipment is owned by Cbeyond and can only be managed and configured by Cbeyond. Refer to the following diagram showing the Managed Voice Gateway configured in a VoIP network. Cbeyond IAD/SPIAD/ISR Public IP1 Managed Voice Gateway LAN 192.168.1.2 Public IP2 Switch DHCP Voice & Data LAN 192.168.1.1 IP 192.168.1.102 IP 192.168.1.103 IP 192.168.1.100 IP 192.168.1.101 Please note that the Managed Voice Gateway requires a dedicated Public Static IP address. If you are using another network provider, you are responsible for providing this Public Static IP address to Cbeyond prior to your Activation. Please see Appendix A to assist you in obtaining this information from your Internet Service Provider. If Cbeyond determines that a Managed Voice Gateway must be replaced, Cbeyond s policy is to replace it by the next business day, assuming that the request for replacement occurs before 12pm PST the business day prior. Page 15 TotalCloud Phone System Service Guide

What is a Virtual LAN (VLAN)? A Virtual LAN is a way to separate the transfer of one type of data from another without the need to run new cabling. Like the MVG, it allows the voice traffic to bypass an organization s firewall, preventing call quality and dropping issues (this traffic still passes through Cbeyond s IAD s firewall ensuring security). This configuration requires a VLAN-capable switch and a knowledgeable LAN technician for installation and configuration according to Cbeyond s standards (see the TotalCloud Phone System Service Guide at cbeyond.com/setup). While the installation is more extensive than a Managed Voice Gateway, there are scenarios where it is an ideal choice for certain organizations. Refer to the following diagram showing the Managed Voice Gateway configured in a VoIP network. Cbeyond IAD/SPIAD/ISR 802.1Q Trunk VLAN33 and VLAN44 VLAN Capable Switch Voice NAT and DHCP on VLAN33 IP 192.168.33.1 Data DHCP Public IP on VLAN44 Untagged V44 VLAN22 Data IP 192.168.22.1 Untagged V22 V33 tagged and V22 Untagged 802.1Q Trk Port VLAN22 IP 192.168.33.100 VLAN22 IP 192.168.22.100 IP 192.168.22.101 Voice and data traffic separated using VLAN, Voice bypasses customer firewall Page 16 TotalCloud Phone System Service Guide

Why does Cbeyond require that I install either a Managed Voice Gateway or a VLAN? There are many benefits of installing either a Managed Voice Gateway or a VLAN, or both. The main benefit is these devices help make your network VoIP-compatible, ensuring better call quality and reducing or eliminating dropped calls due to firewall incompatibility. Cbeyond requires that you have at least one of these devices installed correctly in your network if you use desktop handsets or Cbeyond Communicator for (PC/Mac). Benefits of these devices are listed in the below table: Benefits of Managed Voice Gateway Avoid routing voice traffic through organization s firewall, avoiding call quality and call dropping issues. Voice traffic is still routed through firewall on Cbeyond s IAD, which is compatible Enables Cbeyond troubleshooting capabilities for customer network issues allowing identification of issues such as slowness due to video streaming Provides Quality of Service on the Wide Area Network (WAN) Easy to install and then pay one set monthly fee Facilitates installation of Cbeyond s TotalCloud Phone System as it eliminates the common issues encountered during installation Benefits of VLAN Avoid routing voice traffic through organization s firewall, avoiding call quality and call dropping issues. Voice traffic is still routed through firewall on Cbeyond s IAD, which is compatible Improved Voice Quality Since your voice traffic is separated from your data traffic and given top priority, the quality of your phone calls won t be impacted when employees perform dataintensive tasks like sending large emails or streaming video Provide many benefits of an Overlay Network without the redundant cabling and data drops Provides Quality of Service on the Local Area Network (LAN) Facilitates installation of Cbeyond s TotalCloud Phone System as it eliminates the common issues encountered during installation Page 17 TotalCloud Phone System Service Guide

Which configuration does Cbeyond recommend for my organization? This depends largely upon your organization s priorities, data usage and preferences. Please see the following table to help you make this decision: Already have a VLAN-capable switch Have an IT expert capable of installing and configuring a VLAN switch to Cbeyond s standards Prefer to own equipment rather than Cbeyond owning equipment Prefer Virtual separation of Voice & Data on Local Area Network VLAN - Virtual Local Area Network MVG - Managed Voice Gateway Both MVG and VLAN Quality of Service on LAN Moderate-low file uploads/downloads Moderate internet usage Prefer easier and less costly deployment Provide Cbeyond greater troubleshooting capabilities if voice quality issues arise Quality of Service on WAN Heavy internet usage and consistent large file transfers LAN serving >= 48 users Monthly billing plus one-time activation fee Prefer paying for VLAN Switch and installation/ configuration up-front (no monthly fee) 2 Cost for switch varies depending upon model. Cost of installation varies depending upon vendor 2. $15/month $50 activation charge 1 1 $150 for installation included in Cbeyond s On-Site Installation Fee (also covers handset installation). 2 Cbeyond s TotalAssist team will configure an existing switch for $360 or install & configure an existing switch for $720. Several models of VLAN switches can also be purchased through TotalAssist. Basic VLAN switches generally start at about $200, and the price increases with functionality. The following section describes the VLAN configuration in more detail, these details should be provided to your LAN vendor in the case that you do not utilize Cbeyond s TotalAssist services to install and configure your VLAN. If you choose the Managed Voice Gateway, Cbeyond will include the installation In the TotalCloud Phone System Onsite Installation fee. A separate, one-time $50 Activation fee will be included for the configuration and activation. Page 18 TotalCloud Phone System Service Guide

TotalCloud Phone System VLAN Configuration Design Guidelines This section provides the design guidelines for the VLAN topology that is recommended for some Cbeyond on-network TotalCloud Phone System deployments. In order to provide separation between the customer's data traffic and voice, the use of a VLAN can be implemented. Using a VLAN capable switch to separate voice and data networks In this network topology the customer separates the voice and data networks by splitting this traffic onto different Virtual LANs. This will allow DHCP and NAT to be controlled by Cbeyond and it will allow all signaling and media to bypass the customer s router or firewall. Cbeyond IAD/SPIAD/ISR 802.1Q Trunk VLAN33 and VLAN44 VLAN Capable Switch Voice NAT and DHCP on VLAN33 IP 192.168.33.1 Data DHCP Public IP on VLAN44 Untagged V44 VLAN22 Data IP 192.168.22.1 Untagged V22 V33 tagged and V22 Untagged 802.1Q Trk Port VLAN22 IP 192.168.33.100 VLAN22 IP 192.168.22.100 IP 192.168.22.101 Voice and data traffic separated using VLAN, Voice bypasses customer firewall Page 19 TotalCloud Phone System Service Guide

TotalCloud Phone System VLAN Configuration (continued) VLAN Configuration Requirements: 1. The customer will need to provide an uplink port that is configured for 802.1Q trunking 2. The switch uplink port will need to pass tagged VLAN traffic from the TCPS Voice VLAN (33) and the VLAN for Public Data (44) 3. The switch port configured for the connection of the customer s firewall WAN will need to be configured as untagged (access only) VLAN 44 4. The switch port that connects the customer s firewall LAN port should be configured as untagged (access only) VLAN 22 5. The switch ports that connects to non-phone devices on the LAN should be configured as untagged (access only) VLAN 22 6. The switch ports that connect to TCPS phones on the LAN (not using the built-in switch on the phone) should be configured as untagged (access only) VLAN 33 7. The switch ports that connect to TCPS phones with a data device using the network port on the phone will need to be configured as untagged for data (VLAN 22) and tagged for voice VLAN 33 traffic Data DCHP will be provided by the customer s firewall/router (IP range in diagram is only a suggestion) Voice DHCP will be provided by Cbeyond s router Please visit cbeyond.com/setup for detailed setup instructions for the following three VLAN switches: 1. Cisco SF 302-08P PoE 2. Adtran Netvanta 1234P PoE 3. Cisco 2960 Series Page 20 TotalCloud Phone System Service Guide

Best Practices This section describes recommendations for firewall & remote worker setup, along with Troubleshooting Tips. Firewall Recommendations 1. Never locate your handsets behind a firewall. Re-number the other steps accordingly. 2. Consider Natting your phone through the Cbeyond router to prevent any registration and call completion failures. Otherwise implement steps 2-4. 3. Disable any VoIP, SIP ALG (Application Layer Gateway), or SPI (Stateful Packet Inspection) settings. Examples of VoIP and SIP ALG settings: www.voip-info.org/wiki/view/routers+sip+alg 4. For any NAT or UDP timer/timeouts, increase timeouts to 300 seconds. Cisco SonicWall Watchguard no ip nat service sip udp port 5060, no fixup protocol sip udp 5060 and no inspect sip Uncheck Enable SIP Transformations, Enable Consistent NAT Disable SIP Proxy for Firebox model 5. If the firewall is locked down for SIP traffic, Cbeyond can provide you with the IP address range of the SBC to allow traffic (for both SIP signaling and RTP). 6. We do not recommend placing the phones behind a wireless repeater. 7. Do not place the phones behind a double Natted network. 8. Employ firewalls with load balancing to route all voice traffic through the Cbeyond connection. 9. Enable consistent/constant NAT on your firewall. Page 21 TotalCloud Phone System Service Guide

Remote Worker Issue Call drops after 20 minutes Phone does not register Unable to disable the SIP ALG or VoIP settings Usually, customers with remote extensions or remote workers experience this issue. The problem commonly occurs with the following two AT&T modems: AT&T 3800HGV-B / 3600HGV AT&T U-Verse 2Wire Troubleshooting This typically results during installation, when firewall settings are configured in a manner incompatible with Cbeyond TCPS handset specifications. To prevent these issues, you will need to allow traffic from the Cbeyond SBC IP address range (signaling and media). If firewall issues occur, please contact Customer Support. Have the carrier put the router in bridge mode and connect another router that doesn t have the SIP ALG capability, or has the option to turn the ALG off when doing NAT. 1. Don t double NAT your network. Also, don t place the phone behind a wireless repeater. 2. Put the handset in a DMZ. Some carriers have instructions on their website explaining how to do this. The changes have to be done online and the handset must be rebooted. For reference, list of RTP ports for phones: Cisco SPA default RTP ports udp 16384-16538 Polycom default RTP ports udp 2222-2269 Panasonic default RTP Ports udp 16000-20000 Remote Worker sites will be activated after the main site is activated. Handsets will be shipped to the main site and customer is responsible for transport of those intended for the Remote Worker site(s). Customer is responsible for the Local Area Network installation and quality at Remote Worker sites. Page 22 TotalCloud Phone System Service Guide

Paging Paging Groups Broadcast important voice announcements to unique groups of employees using their desktop speaker phones. Each Paging Group consists of multiple Professional Seats (across one or more locations) and is configured with a single extension number. One Call Capacity is used by each Professional Seat that receives a page. Push to Talk Provides Professional Seats with intercom-like functionality (across one or more locations). The Professional Seat user (employee) can call another TCPS extension (using a feature code) and no action is required by the call recipient to answer the call. The call is automatically connected by speakerphone. One Call Capacity is used during a Push to Talk call. Overhead Paging Support with an ATA (Analog Telephone Adaptor) Cbeyond s TotalCloud Phone System is about keeping you connected. For businesses that have an existing overhead paging system, TotalCloud Phone System enables you to reach a group of employees fast and all at once. Cbeyond offers an ATA (Analog Telephone Adapter) device which connects our advanced, feature rich TotalCloud Phone System to the overhead paging system already installed in your building. The ATA device registers on Cbeyond s TotalCloud Phone System like any certified IP telephone. How it Works The ATA device is assigned an extension number (Professional Seat) on your TotalCloud Phone System. Phone calls to this number are broadcast using your existing overhead paging system. If you want to selectively accept incoming calls to this number (i.e. block phone calls from outside callers), then you need to add on the Executive Feature Set. An onsite equipment installer from Cbeyond ensures that the ATA device properly connects to your TotalCloud Phone System. This includes unpacking, plugging in and testing the device for you. In advance of this, your paging vendor will need to confirm that your overhead paging equipment can receive a standard FXS or FXO analog connection. For certain systems, you may need to purchase additional equipment to adapt to an FXS or FXO connection. Your paging vendor will also need to configure your paging equipment to accommodate the ATA device. Cbeyond requires that your overhead paging system vendor be present at the time of your activation appointment. Cbeyond s TotalCloud Phone System provides your business with a full-featured phone system hosted in the cloud. Not only do you benefit from the cost savings of using a system with off-premise equipment, but your employees have access to an advanced feature set that enables them to be more productive and responsive to customers and co-workers. Now with connectivity to your existing overhead paging system, Cbeyond s TotalCloud Phone System can be used to help facilitate announcements, further improving your business s efficiency. Note: Cbeyond s ATA does not support any other analog devices including fax machines, modems, credit card machines, or analog phones. Page 23 TotalCloud Phone System Service Guide

TotalCloud Phone System Seats TotalCloud Phone System includes Professional Seats with options to upgrade by adding feature sets. Customize Professional Seats by adding additional features sets to each seat. Professional Seat Executive Feature Set Receptionist Feature Set (Basic) Automatic Callback Add-on to Professional Seat Add-on to Professional Seat Call Forwarding Always Simultaneous Ring Supports up to 30 users Call Forwarding Busy Call Forwarding No Answer Call Park/Retrieve Scheduled Call Forwarding Call Waiting Sequential Ring Remote Office Click to Dial Selective Call Acceptance includes web-based Receptionist Console Receptionist Feature Set (Advanced) Three-Way Calling Selective Call Rejection Add-on to Professional Seat Call Transfer Anonymous Call Rejection Supports up to 250 users (Individual) Time Schedules Outbound Caller ID (Any) Name (Any) Number Outbound Caller ID Blocking Speed Dial Do Not Disturb Custom Voicemail Greeting Upload/Selection Directed Call Pickup Voice Portal (Dial in) Voicemail Last Number Redial Remote Access to Call Forwarding Push-to-Talk Multi Number Enable Anywhere Cbeyond Communicator for Mobile Cbeyond Communicator for Desktop includes web-based Receptionist Console Remote Worker Add-on to Professional Seat Page 24 TotalCloud Phone System Service Guide

This section briefly describes the key features of TotalCloud Phone System TotalCloud Phone System Features Defined Professional Seat An individual extension number assigned to an employee for placing/ receiving calls. Professional Seats include extensionto-extension dialing, direct inward dial (DID) and voicemail. Enhanced features and mobile integration are available. Auto Attendant Automatically answers incoming calls for an organization and prompts callers to use designated key presses to reach employees. Allow / Block Calling Behavior Allows/blocks user access to 900 or 976 numbers, domestic or international LD, directory assistance or Operator assisted calls. Account Codes Verified For cost center management, prompts employees to enter a predetermined code to place calls. Account Codes Unverified Requires an employee to enter a code of a specific length to place a call. Assign Seats to CbeyondOnline Login Assigns one or more seats to a CbeyondOnline Account, allowing the account owner to administer their features. Company/Individual Time Schedule Schedules blocks of time for call forwarding (or other call assistance features) for use at the company or employee level. Hunt Group Routes a call to multiple employees based on a customized distribution policy. Telephone Directory Employee telephone numbers for a location. Call Detail Records Enables the viewing and filtering of calls for all Professional Seats. Details like call to/from number, call duration and account codes can be viewed online and downloaded as a.csv file. Overhead Paging Support Existing overhead paging systems can be supported by connecting a Cbeyond Analog Telephone Adapter (ATA) to a TCPS Professional Seat (paging system must be able to accept an FXS/FXO analog connection). Push to Talk Provides intercom-like functionality. The user (employee) can call another TCPS extension (using a feature code) and no action is required by the call recipient to answer the call. TotalCloud Phone System Optional Add-on Features Paging Group Broadcast important voice announcements to unique groups of employees using their desktop speakerphones. Multi Number Enable For Auto Attendants or Hunt Groups, assigns up to ten numbers and/or extensions with the option of enabling a distinctive ring for calls to second and third numbers. Professional Seat Features (included for all seats) Call Forwarding Always Redirects all incoming calls to an alternate phone number. Call Forwarding Busy Redirects incoming calls to an alternate number only when busy. Call Forwarding No Answer Redirects incoming calls to an alternate number following a specified number of rings. Call Park/Retrieve Enables an employee to put a call on hold ( park ) so it can be retrieved by another extension. Rings back if left on hold more than 30 seconds. Call Transfer Sends a call to a specific destination by using an associated phone button or flash hook. Call Waiting An employee receives a call waiting tone when a second call is received during an active call. The new call can be answered using an associated phone button or flash hook. Custom Voicemail Greeting Upload/Selection Users can record or upload a custom greeting for callers to hear when they are unavailable. Directed Call Pickup Enables an employee to use their own phone number to answer an incoming call that is ringing on another phone via a Star (*) feature. Do Not Disturb Treats incoming calls with a busy signal or according to Call Forwarding Busy settings. Last Number Redial Dials the last number called by pressing *66 or the redial button on the handset. Music on Hold Upload/Selection Uploads audio files that play when a caller is placed on hold. Outbound Caller ID Blocking Hides the Caller ID from being displayed when placing a call. Note: Cbeyond s ATA does not support any other analog devices including fax machines, modems, credit card machines, or analog phones. Page 25 TotalCloud Phone System Service Guide

Professional Seat Features cont'd (included for all seats) Push to Talk Provides intercom-like functionality. The user (employee) can call another TCPS extension (using a feature code) and no action is required by the call recipient to answer the call. Scheduled Call Forwarding Creates a custom time-based schedule for Call Forwarding. Remote Access to Call Forwarding Enables management of Call Forwarding from any location. Speed Dial Stores multiple numbers that can be quick-dialed using *2-9 on the keypad. Three-Way Calling Allows an employee to talk with two callers simultaneously. Voice Portal Dial-in An interactive voice response tool for managing features or changing pass codes. Voicemail Records and stores voice messages that can be retrieved by the mailbox user Professional Seat Features Add-ons Executive Feature Set The Executive Feature Set includes all of the features of a Professional Seat PLUS: Multi-Number Enable Assigns up to ten numbers and/or extensions with the option of enabling a distinctive ring for calls to second and third numbers. Toolbar Feature Microsoft Outlook, Microsoft Internet Explorer or Mozilla Firefox users can: Manage incoming/outgoing messages through an add-on toolbar Use Click-to-Dial Maintain up-to-date connection information Configure call controls and voicemail features Cbeyond Communicator a softphone application that enables companies to extend their TCPS phone system to employees' mobile phones and desktop computers. Anywhere Users can move an active call between their desk phone and their mobile phone without interrupting the conversation. Callers use one number that dials the user s desk phone and mobile phone simultaneously. Users have access to all of their seat features regardless of device. Remote Office Receive incoming calls at places outside of the office place including at home or on a mobile phone. Outgoing calls appear as if they are coming from the office using Click-to-Dial. Selective Call Acceptance / Rejection Allows or rejects incoming calls based on Caller ID, time-of-day, or day-of-week. Blocked callers are informed that the user is not accepting calls. Multiple call criteria can be set. Sequential Ring Sequentially alerts up to five numbers for incoming calls. The caller receives a greeting followed by periodic announcements while the call remains unanswered. The caller can press any key to interrupt the search to leave a message. Simultaneous Ring Rings up to ten phones to ring simultaneously when a call is received. The first phone answered is connected. Anonymous Call Rejection Prevents unidentified callers from reaching a party. Page 26 TotalCloud Phone System Service Guide

Professional Seat Features Add-ons cont'd Receptionist Feature Set You can add the Receptionist Feature Set to any Professional Seat. This expands a Professional Seat with advanced call answering, call routing and call parking capabilities. Designed for use by front-office attendants, the Receptionist Feature Set is offered as a basic or advanced add-on. The Basic add-on supports line-state monitoring of up to 30 employees, while the advanced add-on supports up to 200. The Receptionist Console is included with both options. Receptionist Console The Receptionist Console is an intuitive webbased interface for highly efficient management of incoming calls. Accessible from a desktop web browser, a receptionist can see critical call information in real-time and take action as needed. They can prioritize and answer calls, use a mouse to drag-and-drop call transfers, monitor the status of multiple lines and perform a directory search. (The Receptionist Console can be used in conjunction with or instead of a hardware sidecar.) For training on the Receptionist Console, please see Cbeyond.com/setup in the Video Feature Training section. Remote Worker A Professional Seat add-on that supports the primary handset permanently placed at a location other than the office. Location-specific E911 information can be configured using CbeyondOnline. Page 27 TotalCloud Phone System Service Guide

Tiered Plans include a set number of: Professional Seats - Individual extension numbers and features for your employees for making and receiving calls. Extension to extension dialing, Direct Inward Dial numbers, and Voicemail are included. Enhanced features and mobile integration and available. Hunt Groups - Routes a call to multiple employees based on a customizable distribution policy. Auto Attendants - Prompts callers to route the call via the keypad. A Destination can be other features and functions, such as: Professional Seat, another Auto Attendant, or Hunt Group, etc. Receptionist Feature Sets - Allows a receptionist to answer incoming calls, transfer them or park them for other employees. Product Plan S Plan A Plan B Plan C Plan D Professional Seats 5 10 25 50 100 Hunt Group 1 2 3 5 10 Auto Attendant 1 1 2 5 10 Receptionist (Basic) 0 1 1 2 3 Page 28 TotalCloud Phone System Service Guide

Ordering Information This section lists additional terms and conditions concerning TotalCloud Phone System ordering. Business Rules Terms and Conditions TotalCloud Phone System requires a one-year term commitment (auto renews annually). Customers must have a TotalCloud Phone System enabled BeyondVoice Package for each location. Ordering BeyondVoice customers sharing a TotalCloud Phone System among sites must have the same BeyondVoice package family at all sites. BeyondVoice Office Edition BeyondVoice Enterprise Edition (Multinet) A single seat at a remote location using Internet access from a provider other than Cbeyond must add Remote Worker product and an extended phone number. New Handset purchase from Cbeyond must be done via credit card or leased from a Cbeyond leasing partner. The BeyondVoice Office or Enterprise Edition off-net package is not available within Cbeyond s service area. Each location requires a $150 on-site Installation Fee. Each Handset being configured (new or used) requires a $10 Handset Activation Fee. Each BeyondVoice off-net location (not including Remote Workers) will require a $50 Managed Voice Gateway Activation Fee. Either a Managed Voice Gateway (MVG) or Virtual LAN (VLAN) is required at each site to make it VoIP-ready. Page 29 TotalCloud Phone System Service Guide

Managing Features CbeyondOnline is the online portal where the customer administrator can make company-wide changes and each employee can make individual changes to their seat or number. Below is the list of features available that can be managed. CbeyondOnline can be found at www.cbeyondonline.net. Features Employee Admin Employee View Seats Purchased and Unallocated Seats Add a new user Bulk upload user Manage users Contact Cbeyond Contact Cbeyond Contact Cbeyond Contact Cbeyond Assign numbers Manage None Download Toolbar Manage Manage Cbeyond Communicator Manage Manage Manage Capacity Manage None Star Codes View View Auto Attendant Manage View Hunt Group (call Cbeyond to manage) View View Receptionist Manage View Account Codes View None Anywhere Setup Manage Manage Call Restrictions Manage None Manage 911 Address Information Manage View Music on Hold Manage Manage Manage User Directory Manage View Call Waiting Manage Manage Do Not Disturb Manage Manage Three-Way Calling Manage Manage Remote Office Manage Manage Call Blocking Manage Manage Call Screening Manage Manage Call Forwarding Manage Manage Caller ID Manage Manage Ring Sequence Manage Manage Schedules Manage Manage Speed Dial Manage Manage User Profile Manage Manage Voicemail Manage Manage Page 30 TotalCloud Phone System Service Guide

Cbeyond Communicator The Cbeyond Communicator is an application that delivers a common interface for managing phone calls with customers, co-workers and partners, and extends TotalCloud Phone System (TCPS) calling capabilities to computers and mobile phones. With Cbeyond Communicator, employees receive one business identity across device types and a familiar user experience while working in the office, at home or on-the-road. The Cbeyond Communicator is available with the Executive Feature Set, which can be added on to any Professional Seat, and includes other useful features in addition to the Communicator. Directions to install and use the Cbeyond Communicator can be found in the KnowledgeBase article www.cbeyond.com/setup and in the Cbeyond KnowledgeBase. PC and Mac downloads of the Communicator client software are available at CbeyondOnline. The application for the iphone is downloadable from the Apple App store. The application for Android phones is available in the Google Play Store. Username and password information required to login to the Communicator application for any or all of these applications can be found in CbeyondOnline. Follow the directions in the Setup Guide referenced above. Best Effort Voice Quality Unlike calls placed from desktop phones in offices where Cbeyond provides voice services via its private, managed voice network, calls placed from or to mobile devices using Cbeyond Communicator traverse networks that are not controlled and maintained by Cbeyond, and Cbeyond cannot guarantee the Quality of Service of these calls. Accordingly, mobile calls using Cbeyond Communicator are a Best Effort service. Similarly, calls using Cbeyond Communicator from or to PCs, Macs or other devices connected to data rather than voice networks are often identified as data traffic within Local Area and Wide Area Networks (LANs and WANs). Because many LANs and WANs lack the ability to prioritize these communications, Cbeyond cannot guarantee the Quality of Service of these calls. Accordingly, Cbeyond Communicator calls placed to or from PCs, Macs or other devices connected to data networks are a Best Effort service. 911 Emergency Services When using Cbeyond Communicator on a smartphone, 911 calls will be routed via the cellular network rather than the Cbeyond Communicator so that 911 centers can determine the location of your mobile device. Although Cbeyond Communicator will automatically hand your emergency call off to the mobile network, it may save a few seconds if you place emergency calls directly from the smartphone s native dialer, and this is the preferred method for placing 911 calls. 911 emergency services will not function when using Cbeyond Communicator on a PC, Mac or any other device not capable of independently placing calls over the Public Switched Telephone Network or a cellular network. For emergency calls, be sure to have at least one other phone in the office to place these important calls. Page 31 TotalCloud Phone System Service Guide

Cbeyond Communicator (continued) System Requirements (PC or Mac) Windows XP, Vista, Windows 7 or Windows 8 (Classical mode) Mac OS 10.5 Leopard, Mac OS 10.6 Snow Leopard, Mac OS 10.7 Lion, Mac OS 10.8. Mountain Lion Pentium 3 or higher with a minimum of 800 MHz; however, 1.5 GHz is recommended Disk Space required is 100MB A minimum of 512MB RAM is required, however, 1GB is recommended A sound card, speakers, and a microphone or a headset are required Open Graphics Library (OpenGL) Calling may not be available in some older desktop models with incompatible OpenGL graphics drivers. System Requirements (Mobile Phone) Android Cbeyond Communicator can be run on any Android 2.3, 3.2, and Android 4 device currently on the market today. Tablets are not currently supported. Supported devices include, but are not limited to: Samsung Galaxy SII Samsung Galaxy SIII Samsung Galaxy S4 Samsung Galaxy Nexus Samsung Nexus S Samsung Galaxy Note Motorola Droid 2 (Milestone) Sony Xperia PLAY HTC Thunderbolt HTC Vivid HTC Sensation OS - Apple iphone Cbeyond Communicator for ios can be run on any ios4.3 (or greater) or ios7 device running on ARMv7 chipset. Apple ipads are not currently supported. Supported devices include: iphone 3GS iphone 4 iphone 4S iphone 5 iphone 5c iphone 5s Page 32 TotalCloud Phone System Service Guide

Setup and Training Both Setup and Training services for the Cbeyond Communicator are available through Cbeyond s TotalAssist team. Setup services are required ask your Cbeyond sales representative for pricing information. Cbeyond Communicator Remote Setup includes: Dedicated Cbeyond point of contact throughout the setup Download and Installation of the Cbeyond Communicator application Reset of password if necessary Configuration of Cbeyond Communicator applications Verification of phone calls Cbeyond Communicator Remote Training includes: Dedicated Cbeyond point of contact to provide trainin Two hours of how to training on your recently installed Cbeyond Communicator Note: After your mobile phone number is ported and your TotalCloud Phone System is installed, call (866) 424-9228 to have your remote setup of Cbeyond Communicator completed. Additionally, online self-help resources can be found on cbeyond.com/setup and in the Cbeyond KnowledgeBase. Ordering Cbeyond s Mobile Phones If you order Cbeyond s mobile handsets with the TotalCloud Phone System, and the mobile devices are shipped prior to activation of the TCPS, then you may receive separate invoices for the mobile portion of the service for a few months until the accounts are reconciled. Page 33 TotalCloud Phone System Service Guide

This section details Cbeyond's technical support information for TotalCloud Phone System. Severity Level Description Experience Severity 1 Core product impairment All phones down No Inbound call capability No Outbound call capability Severity 2 Degraded service Call quality One-way audio Frequent disconnects Severity 3 Single instance/features All TCPS features Single hardware impairment Single line down Single line call quality Severity 4 Informational TCPS instructions and training* Handset assistance *Set up fees or additional training fee may apply When reporting service trouble: 1. Provide details on the reported trouble. a. Describe the product and/or feature description you re reporting. b. Date/Time the issue first occurred. c. Has anything recently changed on your network? d. Have you had any recent changes to your Cbeyond services? e. Is this issue occurring with one party or multiple parties in your office? f. Describe the steps you re taking to utilize the feature 2. For intermittent call failures and/or frequent disconnects, please provide the following information: a. Call example (Calling From number or extension, Calling to number or extension, time and date of call). b. What is the error message you hear (if any) when the call fails? c. Call examples are needed within 24 hours of impairment. 3. Choppy audio, one-way audio: a. Call example (Calling From number or extension, Calling to number or extension, time and date of call). b. If possible, please provide additional details about your LAN (Local Area Network) to assist with isolating this trouble. c. Vendor information (if applicable). d. Which party is hearing the choppy audio and experiencing one-way audio? What is the nature of the audible sound distorted voice,crackling, other? Page 34 TotalCloud Phone System Service Guide

Preferred method of contact is www.cbeyondonline.net. (see following screenshot) 1. Log in with your username/password 2. Click on My Support Tab 3. Choose Add a New Request Alternatively, you can reach a Cbeyond Customer Support representative at 866.424.5100. Fill out Add New Request form Page 35 TotalCloud Phone System Service Guide

Appendix A. Obtaining Public Static IP Address from your Internet Service Provider In order to configure Cbeyond s Managed Voice Gateway device at your site, it requires one dedicated Public Static IP address. This is different from an internal IP address (which typically looks like 192.168.x.x, 172.16 31.x.x, or 10.x.x.x). If you are not sure that you have an available Static Public IP address, Cbeyond recommends contacting your Internet Service Provider (ISP). Below in italics is suggested scripting for that conversation. You will need to provide this information to your Service Coordinator prior to scheduling your TotalCloud Phone System Activation. I have recently obtained a new service that requires the provider to have a Public Static IP Address that is dedicated to their network equipment, in addition to what I have already. I have a few questions that I need to ask you for confirmation. Q1. Can you tell me how many Static Public IP Addresses I have, and if any of them are actively being used? If there is at least one Static Public IP Address which is not actively being used, proceed to Q2. If the answer is zero, ask the following additional questions: Am I able to add Static Public IP Addresses to my account for my Internet Service? If Yes, state that you would like to order a block of Static Public IP Addresses that gives me a minimum of 2 useable Static Public IP Addresses. If No, inquire about upgrading your service to a package which supports Static Public IP Addresses, and order a block of Static Public IP Addresses that will provide a minimum of 2 useable Static Public IP Addresses. If you are unable to order Static Public IP Addresses, please consult with your Service Coordinator If you order Static Public IPs, the following questions need to be asked once those Static Public IPs are delivered. Depending upon your ISP, it may be delivered instantly or several days later. Q2. Do you have a Network Information / Network Profile / Installation Profile you can send me that documents my IP Address information with your company? If yes, please send me a copy. Q3. What is my Public Static IP Address or Public Static IP Address Range, and which are not actively being used? Q4. What is the Subnet Mask for my Public Static IP Address Range? Q5. What is my Gateway Address? Q6. What are my Primary and Secondary DNS Server addresses? Q7. Can you verify if ports 80 and 443 are open (and if not, please open them)? If your ISP refuses to open them, notify your Service Coordinator. Page 36 TotalCloud Phone System Service Guide