Hosted Telephony Powerpoint What is Hosted Telephony A

Hosted Telephony Powerpoint

What is Hosted Telephony § A real alternative to PBXs and Telephone Switches (CPE) § A compelling Proposition § Full PBX & IP Functionality § FREE on-net calls; Off-net call savings § Built in Business Continuity with all solutions § Simplified management and operation § Web-based Provisioning and management § Accurate, auditable billing § Unlimited flexibility & scalability § Protecting YOUR investment § Av. Of Analyst predictions: 32%* of market will migrate by end 2014 to a hosted solution. * Source IDC, Frost & Sullivan, Gartner

Business Proposition Direct Cost Savings • Do away with PSTN and ISDN Line Rentals • No further Capital Expenditure on PABX systems • No Equipment Maintenance charges Flexibility, Scalability and Control • Services defined and billed on Individual Requirements • No Charges or penalties for Moves, Adds and Changes Competitive Advantage • Professional voice systems at reduced cost/risk

Hosted Telephony, Why Now? • Cloud Technology • Disaster Recovery • Opex and not Capex • Flexible Working • Evergreen Technology

Platform Core IP Architecture

SUPPORTED SITE CONNECTIVITY OPTIONS Segmented Voice and Data Multi-DSL VLAN’d - Voice only Note: Where multiple switches are employed uplinks between them should be “Trunks”, to allow multiple VLAN traffic.

SUPPORTED CONNECTIVITY Codecs: • G 729 – Compressed voice, 50 k/call. Ideal for low bandwidth scenarios i. e broadband circuits. • G 711 – Uncompressed voice, 100 k/call. Used where sufficient bandwidth exists. • G 722 – Wideband, 300 k compressed to 100 k/call. Hi-Q/HD voice, used for on-net calls • depending on handset. ADSL Business Grade • ~upload 832 k supports 16 concurrent calls - G 729 codec. • ~upload 832 k supports 8 concurrent calls - G 711 codec. FTTC (Fibre To The Cabinet) Extremely Cost Effective • Upload 2 Mb supports 34 concurrent calls - G 729 codec. • Upload 2 Mb supports 18 concurrent calls - G 711 codec. • Upload 10 Mb supports 170 concurrent calls - G 729 codec. • Upload 10 Mb supports 90 concurrent calls – G 711 codec Leased Lines (2 -10 mb) • High capacity, enhanced SLA service • Used for scenarios >45 concurrent calls where SDSL not available Ethernet First Mile from Openreach (2 -100 mb) • Dedicated, uncontended copper/fibre p 2 p circuit from customer site directly to Inclarity platform – Fully managed and maintained by Inclarity with enhanced SLAs SIP Trunks • Replacement connectivity for ISDN’s where customer wishes to use their legacy PABX

Some of the Standard Features and Additional Features Available � Phone Manager Portal control GUI • Hunt Groups, Call Reporting, Fax 2 email � Voicemail to E-mail • Virtual Call Centre Applications � Follow-me Disaster Avoidance • SIP Trunks � Call Waiting • Auto Attendant / IVR � Call Barring • Bespoke Music on Hold � 3 -Way Conferencing • Call Recording PSI and FSA compliant � Multi-terminal users • Operator Consoles � CLIP – Call Line Identification • Conference Bridge • Tapi • Mobile Softphone • Toolbar for CTI and CRM � Call reports - time, date, number called 1

CORE SYSTEM FEATURES – SUPPORTED ON ALL HANDSETS PERSONAL FEATURES • Anonymous Call Rejection • Conference (3 w) (Filtering) • Do Not Disturb • Call Barring (Outbound) • Extension Dialing • Call Forwarding Always • Last Number Redial • Call Forwarding Busy • Line Monitor • Call Forwarding No Answer • Message Waiting • Call Forward Restriction Indicator • Call Hold • Music on Hold (Global only) • Call Logs (handset) • Open periods • Call Park • PA-Manager • Call Transfer (Blind) • Call Transfer (Consultation) • Pickup - Directed • Pickup – Group • Call Waiting • CLI Filtering (Allow/Deny) • Quick Dial • CLI Presentation Inbound • Ring on Hold • CLI Presentation Outbound • Speed dial (10) • CLI Substitution Outbound • Time Zone configuration • Web Call logs (PM) • Calling Name Delivery • Calling Line ID Blocking Configurable via SMT and/or Phone Manager 9

Application Portals Call Centre: • Supervisor client • Real time dash/wallboard • Historical reporting • Call & Queue control • Agent client Phone. X-One Reporting: • Historical reporting • Report creation • Scheduling and export Call Recording: • 30 day hosting of calls • Archiver - local storage • Media player Bria Softphone: • PC version Bria Mobile MSC “app”: • Mobile phone – one number, one handset

Business Continuity For Voice � XXXX Hosted Telephony has 100% Business Continuity so that in the event of disruption you continue to operate and earn money � You. Gov survey showed: ◦ Over 33% of companies have no plan ◦ Nearly 40% have had a loss of service in last 12 months ◦ Of these, 60% were for more than a day ◦ What is the cost of lost revenues per day? 60% of companies that experienced a loss of normal telecoms for a period of 10 days, ceased trading within a year - Henley Mgt Institute 2013

Business Continuity Inclarity provides a Business As Usual interim call routing solution that does not just address disaster recovery but ensures that service continues in the first place.

PRODUCTS / FEATURES - OVERVIEW

Operator Console - Receptionist § § Supports multiple Queues: Easily monitor and manipulate multiple queues Queue Manipulation: Add incoming calls to a queue; move calls within queue Queue Filtering: Log in/out of queues; choose which Queues to display Queue Statistics: call and queue related statistics

Mobile Phone Softclient § Bria Softphone client deployed onto i. Phone or and Android mobile § End user will need a standard licence or multi-subscriber licence. The end user needs to purchase an “app” from either i. Tunes or Android Marketplace depending on their smartphone § Order placed with Inclarity for MSC feature § End user incentive is twofold. The amount of call traffic on costly mobile operator will decrease, additionally mobile phone users would be an extension away from the office and could use a single number to advertise to the outside world

Softphone - Bria § Bria is a softphone that enables Vo. IP voice calls § Video calls are possible– softphone to softphone on-net only § Support across Windows / Mac / Linux OS § Supported features: § Message waiting indicator § Call Waiting § Call Hold § Call Transfer § 3 w conference § Do Not Disturb § Call Forward Always § Call history § Call pop-up notification

Auto Attendant - IVR § The Auto Attendant is reached by dialling an associated phone number or an extension. Once connected to the Auto Attendant, the caller is played a greeting that provides a menu of options to complete call routing § One-Key Dialling – phone Operator Dialling – § § § The caller presses a single digit to reach a particular or group of phones. . The caller presses a pre-defined key to reach an operator. Extension Dialling – The caller enters the extension of the intended party through the numerical Keypad Immediate Extension Dialling The administrator may elect to allow callers to dial an extension from the first-level menu. Business Hour Support – Administrators can define time schedules for their group. Multiple time schedules can be created. Non-DTMF Callers – Those who do not press a key, are transferred to the operator (defined destination). Menu Repeat – Callers wishing to repeat menus will press #. This digit is predefined and cannot be changed.

Call Recording Guaranteed Recording § All PSTN incoming and outgoing calls are recorded with the option of recording Inter site calls. Real time “listen in” § The live acquire function enables supervisors to listen in real time to calls to monitor quality of service. Call Export § Calls can be exported in a. wav format to be used by other applications or users. Calls may also be emailed. Web based Portal § Easy to use GUI based search facility that allows the user to search on any of a set of call attributes during the 30 day call storage period. These include: time and date stamp, extension from where the call was made, outbound dialled number, Caller ID number or Caller ID name. Backup of recorded calls and database acquired via Call Archiver

Toolbar Integrated Microsoft Outlook, Internet Explorer and Firefox toolbar that enables users to make and accept telephone calls, and change telephone settings. Overview § Integrated with the Inclarity platform § Outbound click-to-dial from Outlook contacts § Designed for corporate, SOHO, and high-end residential users § Highlight a phone number on a Web page or outlook email and right-click to dial § Call notifications with caller identification from Inclarity and Microsoft Outlook directories § Call control § View personal directories § View/Delete Call History

Conference Bridge § Business Conferencing – an enterprise solution to support a large number of callers. § Each subscriber can have access to their own personal bridge § Web based Moderator controls § In-call functions via DTMF § Time block pricing model

Call Centre – Overview § The Call Centre is a carrier-class, desktop communications management product for users of the Broadsoft platform, provided by Inclarity Communications � With Call Centre, you can manage call centre activity from your desktop, no additional on premise Hardware is required § Designed for basic to fully-featured Call Centre deployments for both inbound and outbound calls Key Features Customer Configurable queues– With audio announcements giving wait position or average wait time and with comfort greeting options. § Phone-based Agent Log-on/off; Configurable wrap up timer; & overflow , with call protection against bounced calls (agent doesn’t answer) and stranded (no agents signed in) options. § Agent & Supervision Desktop PC Client applications § Supervisor monitoring functions – “Dashboard”; Barge in. Queue monitoring § Reporting Tools – real time and historical

Call Centre Overview • Call Distribution – Linear – “Fixed” – Circular – “Cyclic” – Uniform – “Longest idle” – Simultaneous – “Parallel” – Weighted – “Random” • Advanced Queue Features – Queue Announcements • Entrance Greeting • Comfort announcement • Music in Queue – Queue management • Wait Time Exceeded • Configurable Queue length • Escape to Voice Mail – Queue Mailbox • Service Policies – Business Hour Policies (open periods) – Overflow (Busy/GT) – Service level settings • Call Centre Agent – Available/Unavailable//Wrap-up – Screen pop-ups (outlook) – Outbound Click to Dial • Call Centre Supervisor – Barge-in – Agent Monitoring – Queue Management – Integrated Reporting • Standard CC Capacities - Maximum Agents/Supervisors per CC A-1000/S-200 - Maximum number of queued calls per CC 50

Call Centre – License Structure The call centre applications are priced as additional features that are added to a standard or multi-terminal subscriber there are three main License option. Agent License Agent Client License Supervisor Client License • • • For example a call centre agent license using the agent application the cost would be £Subscriber+£Agent per month per agent. There is no charge for the call centre queue’s so you can have multiple call queue groups pointing to the agents or supervisors 23

WALLBOARD – CALL CENTRE QUEUE STATS § Launched from the SMT with various metrics displayed § Auto-refreshed every second § Provides a snap-shot of the call centre’s productivity § Enables the agents to see their performance § Can be used to provide a more competitive environment

Call Centre reports - Summary Report Name Agent Activity Agent Utilization Queue Performance Analysis Service Level Report Type Historical/ Real Time Historical Available on Client Description Supervisor • The amount of time agent spent in specific call states • The number of calls and duration of calls by call type during the defined interval Agent and Supervisor • Totals over the specified time period for all centers the agent was logged into • A comparison of how a particular agent’s performance compares with all agents for a set of call centers, for which the agent is a member Supervisor • Traffic measurement information per specified queue, or all queues • Permits the supervisor to understand the call volume and whether the appropriate number of agents have been staffed Supervisor • Allows a call centre manager, or a supervisor to understand whether the call centre is meeting the required service levels

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