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 PropositionDirect 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

• Cloud Technology

• Disaster Recovery

• Opex and not Capex

• Flexible Working

• Evergreen Technology

Hosted Telephony, Why Now?

Platform Core IP Architecture

SUPPORTED SITE CONNECTIVITY OPTIONS

Segmented Voice and Data

Multi-DSL VLAN’d - Voice onlyNote: Where multiple switches are employed uplinks between them should be “Trunks”, to

allow multiple VLAN traffic.

Multi-DSL VLAN’d Voice and Data

SUPPORTED CONNECTIVITY

Codecs:• G729 – Compressed voice, 50k/call. Ideal for low bandwidth scenarios i.e broadband

circuits.

• G711 – Uncompressed voice, 100k/call. Used where sufficient bandwidth exists.

• G722 – Wideband, 300k compressed to 100k/call. Hi-Q/HD voice, used for on-net calls

• depending on handset.

ADSL Business Grade• ~upload 832k supports 16 concurrent calls - G729 codec.• ~upload 832k supports 8 concurrent calls - G711 codec.

FTTC (Fibre To The Cabinet) • Upload 2Mb supports 34 concurrent calls - G729 codec.• Upload 2Mb supports 18 concurrent calls - G711 codec.• Upload 10Mb supports 170 concurrent calls - G729 codec.• Upload 10Mb supports 90 concurrent calls – G711 codec

Leased Lines (2-10mb)• High capacity, enhanced SLA service• Used for scenarios >45 concurrent calls where SDSL not available

Ethernet First Mile from Openreach (2-100mb)• Dedicated, uncontended copper/fibre p2p 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

Extremely Cost Effective

Some of the Standard Features and Additional Features Available

Phone Manager Portal control GUI

Voicemail to E-mail

Follow-me Disaster Avoidance

Call Waiting

Call Barring

3-Way Conferencing

Multi-terminal users

CLIP – Call Line Identification

Call reports - time, date, number called

1• Hunt Groups, Call Reporting, Fax 2

email

• Virtual Call Centre Applications

• SIP Trunks

• Auto Attendant / IVR

• Bespoke Music on Hold

• Call Recording PSI and FSA compliant

• Operator Consoles

• Conference Bridge

• Tapi

• Mobile Softphone

• Toolbar for CTI and CRM

CORE SYSTEM FEATURES – SUPPORTED ON ALL HANDSETS

PERSONAL FEATURES• Anonymous Call Rejection (Filtering)

• Call Barring (Outbound)• Call Forwarding Always • Call Forwarding Busy• Call Forwarding No Answer• Call Forward Restriction • Call Hold• Call Logs (handset)• Call Park• Call Transfer (Blind) • Call Transfer (Consultation)• Call Waiting • CLI Filtering (Allow/Deny) • CLI Presentation Inbound • CLI Presentation Outbound• CLI Substitution Outbound• Calling Name Delivery• Calling Line ID Blocking

• Conference (3w)• Do Not Disturb• Extension Dialing• Last Number Redial• Line Monitor• Message Waiting Indicator

• Music on Hold (Global only)

• Open periods• PA-Manager • Pickup - Directed • Pickup – Group• Quick Dial• Ring on Hold• Speed dial (10)• Time Zone configuration

• Web Call logs (PM)

Configurable via SMT and/or Phone Manager

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Application Portals

Call Recording:• 30 day hosting of calls• Archiver - local storage • Media player

PhoneX-One Reporting: • Historical reporting • Report creation• Scheduling and export

Call Centre:• Supervisor client• Real time dash/wallboard• Historical reporting• Call & Queue control • Agent client

Bria Softphone:• PC version

Bria Mobile MSC “app”:• Mobile phone – one number, one handset

XXXX Hosted Telephony has 100% Business Continuity so that in the event of disruption you continue to operate and earn money

YouGov 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?

Business Continuity For Voice

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.

BT

Pabx

Incoming call via PSTN

Inclarity Hosted PABX

Softphone

Mobile Phone

Home PSTN Line

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

Bria Softphone client deployed onto iPhone 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 iTunes 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

Mobile Phone Softclient

Softphone - Bria

Bria is a softphone that enables VoIP 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 3w conference Do Not Disturb Call Forward Always Call history Call pop-up notification

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 – The caller presses a single digit to reach a particular phone or group of phones. .

Operator Dialling – 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 pre-defined and cannot be changed.

Auto Attendant - IVR

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

Call Recording

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

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

Conference Bridge

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 FeaturesCustomer 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 Centre Overview

• 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

• Call Distribution – Linear – “Fixed”– Circular – “Cyclic”– Uniform – “Longest idle”– Simultaneous – “Parallel”– Weighted – “Random”

• Service Policies– Business Hour Policies (open periods)– Overflow (Busy/GT)– Service level settings

• Call Centre Supervisor– Barge-in– Agent Monitoring– Queue Management– Integrated Reporting

• Call Centre Agent– Available/Unavailable//Wrap-up– Screen pop-ups (outlook)– Outbound Click to Dial

• 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

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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

WALLBOARD – CALL CENTRE QUEUE STATS

Call Centre reports - Summary

Report Name

Report Type Available onClient

Description

Agent Activity Historical/Real Time 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 Utilization Historical Agent and Supervisor

• Totals over the specified time period for all call 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

Queue Performance

Analysis

Historical/Real Time 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

Service Level Historical Supervisor

• Allows a call centre manager, or a supervisor to understand whether the call centre is meeting the required service levels

THANK YOU, ANY QUESTIONS?