MegaPath Hosted Voice Service Guide · PDF fileMegaPath Hosted Voice works harder and smarter...

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Hosted Voice Service Guide

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Next-Generation Phone Service

Calling Plan Overview

Hosted Voice Plans

MegaPath Hosted Voice works harder and smarter to help businesses compete like never before. You get all the functionality of a large enterprise phone system while saving time and money. MegaPath combines simplified calling plans with flexible long distance options and advanced IP features to enhance productivity. MegaPath Hosted Voice can be purchased as a stand-alone solution—bring your own broadband—or as a fully integrated Voice and Data solution. When combined with MegaPath Internet access, MegaPath Hosted Voice delivers guaranteed Quality of Service (QoS) for crystal clear call quality and reliability. With our self-install option, you can be up and running in about a week. Or, you can opt for a fully-managed installation with an onsite technician. Our mobility application gives you even more freedom with the ability to make and receive phone calls and update your call settings on the fly using your smartphone.

Add MegaPath One Unified Communications and connect more people, more simply. Improve productivity and support mobility with voice and video conferencing, multi-party chat, and desktop sharing in an integrated team workspace.

Skype for Business Integration CallingIs your business adopting Office 365 and Skype for Business? Now you can conveniently call anyone from Skype for Business using your MegaPath Hosted Voice service. Award-winning phone system with more than 50 calling features integrated into Skype for Business, for a more productive workforce.

Seat Plans (All plans include unlimited local calling.)

Hosted Voice Employee - Global

For employees with global calling needs

Includes unlimited nationwide calling to the lower 48 states

Includes unlimited callingto 22 countries*

Calling Plan Details National Long DistanceInternational Long Distance

Enterprise Plan

Hosted Voice Employee–Global Plan (above) PLUS MegaPath One Unified Communications and Call Recording


Includes unlimited callingto 22 countries*

Hosted VoiceEmployee – National(“Business Voice”) Plan

For employees calling nationwide


Competitive metered rates

MegaPath Hosted Voice Service Guide

877.611.6342megapath.com

Premium Business VoiceHosted Voice Employee - National Plan (above) PLUS MegaPath One Unified Communications

Includes unlimited nationwide calling to the lower 48 states Competitive metered rates

Hosted Voice Employee - Local

For employees with minimal long distance calling needs

Competitive metered rates Competitive metered rates

* 22 countries include Austria, Belgium, Canada, Chile, China, Denmark, France, Germany, Hong Kong, Ireland, Italy, Malaysia, the Netherlands, New Zealand, Norway, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, and the United Kingdom

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Hosted Voice Call Center Agent - Local

Advanced feature set with the ability to join and have access to one or more Call Center Queues. For agents with minimal long-distance calling needs


Hosted Voice Shared Line - Local

Includes Key System features such as shared-line appear-ance and direct intercom paging. For customers with minimal long-distance calling needs


Hosted Voice Shared Line - National

Includes Key System features like shared-line appearance and direct intercom paging. For customers calling nation-wide.




Hosted Voice Receptionist - Local

Includes a software applica-tion that allows employee to view phone status of users. For employees with global calling needs




Calling Plan Details National Long DistanceInternational Long DistanceCalling Plan Details National Long DistanceInternational Long Distance

Hosted Voice Receptionist - National

Includes a software applica-tion that allows employee to view phone status of users. For employees with global calling needs



Hosted Voice Call Center Agent - National

Advanced feature set with the ability to join and have access to one or more Call Center Queues. For agents calling Nationwide



Hosted Voice Call Center Agent - Global

Advanced feature set with the ability to join and have access to one or more Call Center Queues. For agents with global calling needs



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Calling Plan Details National Long DistanceInternational Long Distance

Hosted Voice Call Center Supervisor- Local

Advanced feature set plusthe ability to monitor, barge in and reorder calls in one or more Call Center Queues. For supervisors with minimal long-distance calling needs


Hosted Voice Call Center Supervisor- National

Advanced feature set plusthe ability to monitor, barge in and reorder calls in one or more Call Center Queues. For supervisors calling nationwide

Includes unlimited nationwide calling to the lower 48 states Competitive metered rates

Hosted Voice Call Center Supervisor- Global

Advanced feature set plusthe ability to monitor, barge in and reorder calls in one or more Call Center Queues. For supervisors with global calling needs


Includes unlimited calling to 22 countries*


Hosted Voice Call Center Agent - Global

Advanced feature set with the ability to join and have access to one or more Call Center Queues. For agents with global calling needs



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Advanced Call Forwarding

Find Me/Follow Me

MegaPath Anywhere

Sequential Ring

Simultaneous Ring

Teleworker Solution

Voice CommunicationsToolbar

Voice Manager

Hosted Voice Features

Mobility Features

Description

Define your own call forwarding rules. You can forward all of your calls to another destination, or just forward calls when your line’s busy, or when you don’t answer. Or, you can define criteria for certain incoming calls to be redirected to specified destinations.

A combination of Simultaneous and Sequential Ring, it allows users to define how incoming calls are routed or forwarded to individuals or groups of inbound callers, ensuring that you receive important calls whether you’re at your desk, on the road, or anywhere else.

Get one-number calling from any device. Your calls appear to originate from your VoIP number and all of your calls are routed through your Hosted Voice interface. Make or take calls using your desk phone, conference room phone, computer softphone client, or smartphone. Move a call from one device to another without disconnecting the call.

Avoid missed calls by having up to five phone numbers ring in a specified sequence when in-coming calls meet specific criteria.

Handle incoming calls more efficiently. Incoming calls ring up to ten phone numbers or exten-sions at the same time.

Enables a remote location to use an IP phone without the aid of a dedicated voice gateway or MegaPath connectivity. One phone per remote location.

Make and receive telephone calls and manage your most used calling features from within Microsoft Outlook, Internet Explorer and Firefox.

A simple-to-use Web application allows users to make and receive phone calls, change routing, and turn features on or off as needed, with a single click. You can access on your smartphone or PC.

Features


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Audio Conferencing

N-Way Calling

MegaPath One Unified Communications

Skype for BusinessIntegration Calling

Management Portal


Collaboration Features

Description

Host audio conferences using simple, intuitive desktop and mobile clients. Each user gets a conference code and leader PIN number for on-demand audio conferencing 24 hours a day, 7 days a week. Record conferences and hear the recordings later. Outlook integration toolbar allows you to easily create meeting invitations with audio conferencing information. Available with toll-free access number.

Add up to 13 participants to an active call.

Stay in touch with one business VoIP number for your office or mobile calling needs. Improve productivity and support mobility with voice and video conferencing, multi-party chat, and desktop sharing in an integrated team workspace. MegaPath One UC works on Windows PC, Mac OS X, iPhone, iPad, and Android smartphones and tablets for a full-featured UC experience across devices.

Enjoy business-class, IP calling features in your Skype for Business client. Click-to-call anyone, anywhere using your MegaPath Hosted Voice service.

Administrators have control of all users across all office locations. No need to tie up your IT department or keep telephony specialists on staff. Administrators can chat with support; manage support tickets; port phone numers from your previous provider; order new services and phones; access calling records; and pay your bill.

Features


Administrator Features

System Features

Assign certain calls to specified accounts for tracking purposes.Account Codes

Company Directory List of company contacts directory (available on Polycom phones).

Music/Message on Hold Play music or a recorded message when the call is on hold or parked.

Local emergency operator assistance.E911 service

Receptionist Console is an intuitive, browser-based app that streamlines live call handling. It enables a receptionist or group administrator to monitor phone status for selected employee phones and manage incoming calls. Users can route calls, perform announced and unannounced transfers, set up impromptu 3-way conferences, and more.

Receptionist Console

Shared Call AppearanceAllow users to configure a second device for making and receiving calls with their account when they are away from their desks. Available only with Shared Line seat.

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“0” Out Voicemail Option

Alternate Numbers

Anonymous Call Rejection

Busy Lamp Field

Call Logs & Call Detail Records


Business Features

Description

Enables callers to exit voicemail by pressing “0”, and be redirected to an operator or other specified phone number.

Use up to 10 alternate phone numbers in addition to your main phone number. Assign one of four distinctive ring patterns for each alternate number and each distinctive ring pattern has a distinctive call waiting tone.

Rejects calls from anonymous parties. The user’s phone does not ring and their is no indication of the attempted call. Callers are notified that the call party is not accepting calls from restricted callers.

Plays the role of an attendant console on the phone of a user monitoring several lines on their phone. Typical application is for a receptionist.

Displays record of your most recent incoming, missed, and outgoing calls and allows the user to click-to-dial any number on the logs.

Features


Call NotifyWhen enabled, a user can define criteria for certain incoming calls to trigger a notification to a user-specified address.

Call Pickup Enables a defined user to answer any ringing line within their pick-up group.

Hold a call and retrieve it from another station within a group.Call Park

Call the last party that called you.Call Return

Call TransferTransfer a call to a specific destination. The transfer can be blind, with third-party consultation or with three-way consultation.

Answer a call while already engaged in another call.Call Waiting

Outgoing number and name can be revealed or blocked by the user.Calling Line ID/Blocking

Calling Party CategoryAssociate and identify a category with a calling party number, for example, Payphone, Hotel, or Hospital.

Consultation Hold

Customer Originated Trace

Directed Call Pick-up with Barge-In

Put a caller on hold, call a third party, hang up, and resume the conversation with the caller.

Trace the last incoming call received by dialing a feature access code after the call or mid-call.

Answer (with permission) or barge-in on a call directed to another phone in the user’s group.

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Distinctive Alert/Ringing

Diversion Inhibitor

Do Not Disturb

Extension Dialing

Fax Messaging


Business Features Continued

Description

Set a distinct ring or call-waiting alert for calls that meet specific criteria.

Prevents a transferred call from being redirected by the transferred-to party.

Set status to unavailable; all incoming calls are treated as if the user is busy.

Call co-workers within the company, regardless of location, using only a 2- to 6-digit extension.

Incoming Fax messages use the employee number and are filed alongside voicemail. Faxes can be forwarded to an email address as a PDF attachment and viewed in the email inbox or in the Voice Manager portal. Add-on features such as Voicemail Box, Call Center, and Hunt Group also can be configured to receive Fax messages. If heavy Fax usage is anticipated, a POTS line is recommended. Incoming Fax messaging at a user level is included as a standard feature in all MegaPath Hosted Voice plans.

Features


Hoteling A user can associate their service profile with devices other than their own.

Message CallbackRespond to voice messages and faxes by calling the caller/sender directly from the system, removing the inconvenience of searching for and dialing numbers.

Enables a user—for example, a receptionist—to monitor a set of users within a business group by graphically displaying each user’s status (busy, idle, do not disturb) and detailed call informa-tion. Part of Receptionist Seat.

Line Status Monitoring

A stutter tone and a visual indicator signal the receipt of a new voicemail message or fax.Message Waiting Indicator

Priority Alert Define criteria to have certain incoming calls trigger distinctive alerting.

Answer a call while already engaged in another call. Point-to-point intercom functionality between two phones in the same group.

Push to Talk

Accept only calls that meet user configurable criteria based on time of day, calling number, etc.

Selective Call Acceptance

Selective Call Rejection Block calls that meet user configurable criteria based on time of day, calling number, etc.

Speed Dial 100

Visual Voicemail

Associate codes with frequently-dialed or hard-to-remember long strings of digits. Users can then use these codes instead of the full numbers to place calls.

Receive voicemails in your inbox, both as audio files and transcribed as emails with automatic voice-to-text translation. View inbound faxes in your email inbox as PDF attachments.

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Additional Voicemail Boxes

Auto Attendant / Enhanced Auto Attendant

Call Center

Call Recording

Optional Features Description

This independent voicemail package with a dedicated phone number can be used by one or many employees to check and receive voicemail messages in the office or on the road. The same mailbox also supports Fax messages for no additional charge.

Automated receptionist that provides a personalized message to callers with options for connecting to the operator, dialing by name or extensions, or connecting up to six configurable extensions. Additionally, Auto Attendant may be configured to provide separate business and after-hours greetings. Enhanced Auto Attendant provides all the features of Auto Attendant, plus a holiday routing option and the ability to transfer to submenus.

Record all inbound and outbound calls for one or more employees. The call recording feature improves call center management, customer service and training, while also helping businesses meet compliance regulations and reduce potential liabilities. Administrators can easily access and manage call recordings for all of their users.

MegaPath Call Center supports any call center environment from basic call distribution, queuing, and simple reporting, to call centers with more complex queuing and management needs. Full-featured queuing, routing, quality control, and training supports heavy call volume environments such as technical assistance lines, sales, or order taking centers. Fully cloud-based, Call Center avoids the hassle of managing on-site equipment. It supports a flexible workforce, so you can blend onsite and remote agents, and manage everyone (and all call queues) centrally from a Supervisor dashboard. Real-time and historical reports help you stay on top of key performance indicators.

Optional Value-Added Features

Additional functionality can be added to your MegaPath Hosted Voice service, giving your business even more administrative options and productivity features.


Growth Reserved NumbersPrepare for growth by setting aside local numbers for new employees or hunt groups. This is the best way to preserve consecutive number blocks when available.

Use as a basic dedicated forwarding service or as a market expansion line so that your business can enjoy a local appearance anywhere in the country.

Forwarding Numbers

Automatically distribute incoming calls to two or more extensions. Extensions may be dialed simultaneously or sequentially, and include options for simultaneous ringing and weighted distribution.

Hunt Groups

Instant Group CallInstantly set up a conference bridge for up to 20 telephone numbers. Especially useful for an emergency or for recurring team meetings.

Add toll-free numbers to make it even easier for customers to contact you. Toll-free numbers can be configured to forward incoming calls to your auto-attendant, hunt group, call center, or any other extension you feel would benefit your business and your customers. Toll-free minute bundles are also available.

Toll-Free Numbers

Unified Communications

Stay in touch with one business VoIP number for your office or mobile calling needs. Improve productivity and support mobility with voice and video conferencing, multi-party chat, and desktop sharing in an integrated team workspace. MegaPath One UC works on Windows PC, Mac OS X, iPhone, iPad, and Android smartphones and tablets for a full-featured UC experience across devices.

You may request vanity toll-free numbers—such as 1-800-FLOWERS—to help you gain mindshare with your customers. If a number you request is available, MegaPath will add it to your account just like any other toll-free number.

Vanity Telephone Numbers

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Hardware Description

The Cisco SF300-series Managed Switch delivers the security and advanced network fea-tures needed to support business-class data, voice, security, and wireless solutions.

The EdgeMarc 4552 is a robust business class router capable of applying Quality of Service to voice packets, acting as a DHCP server & NAT device, and providing SIP and firewall services. It has 4 LAN ports which can be used in multiple LAN configurations.

The EdgeMarc 7300 is a robust business class router capable of applying Quality of Service to voice packets, acting as a DHCP server & NAT device, and providing SIP and firewall services. It has 1 LAN port and is used on larger bandwidth circuits.

MegaPath-Provided Hardware

The following hardware is certified and supported by MegaPath. Note that MegaPath has specific requirements for firmware and device configuration. Consult your MegaPath account executive for details.


Converged Network Appliances

Model Ports Power Over Ethernet SF302-08 (8) 10/100 No SF302-08P (8) 10/100 Yes SF300-24 (24) 10/100 No SF300-24P (24) 10/100 Yes SF300-48 (48) 10/100 No SF300-48P (48) 10/100 Yes

The EdgeMarc 4700 delivers superior performance for Hosted Voice and SIP Trunking applications. It supports multiple simultaneous services including voice, voice quality monitoring, traffic management, high capacity data throughput and firewall. Its scalable plat-form supports up to 100 Mbps throughput and 100 concurrent calls. It has 2 WAN ports and 8 GigE LAN Ports.

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IP Phones Description

The video-capable Polycom VVX 600 is a premium business media phone with a large integrated color touch screen and the world’s best high-definition audio. This phone is ideal for executives and managers, and supports the optional Polycom VVX Camera, which installs in seconds and enables point-to-point videocalling.

MegaPath-Supported Hardware

The following hardware is certified and supported by MegaPath. Note that MegaPath has specific requirements for firmware and device configuration. Consult your MegaPath account executive for details.


Total Lines Ethernet Pass Through

Speaker Phone

16 1 Gb Yes, full duplex

The Polycom Business Media VVX 500 is a high performance, business-class phone with an integrated color touch screen, the world’s best high-definition audio, video capability, Gigabit Ethernet, TeleWorker support, and easy integration with Jabra and Plantronics headsets. The Polycom VVX 500 is ideal for busy managers and executives.


The Polycom Business Media VVX 1500 is an all-in-one video phone, with an integrated color touch-screen interface, built-in camera w/manual shutter (for when you don’t want to broadcast video), Gigabit Ethernet pass-through, and support for HD Voice. This phone is ideal or executives and anyone requiring point-to-point, personal video conferencing.


The Polycom VVX 410 business media phone with color display is designed for front-line staff handling a moderate volume of calls. Its intuitive color user interface simplifies navigation and personal productivity. This phone delivers crystal clear communications and improves ollaboration.

12 1 Gb Yes

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IP Phones, continued Description

The Polycom VVX 300 Business Media Phone is built for call center operators, cubicle workers, and other front line workers. Advanced Polycom Acoustic Clarity™ technology and HD Voice combine to deliver superior call quality at an affordable price.



Total LinesEthernet Pass

ThroughSpeaker Phone

6 100 Mb Yes

The Polycom SoundPoint IP 335combines straightforward ease-of-usewith high voice quality, similar to otheradvanced Polycom phones. A good choice for light use of services (transfers, confer-ence calls, directories) where cost is most important. Applicable for users of basic calling service, small conference rooms, lobbies, break rooms, and other public areas. TeleWorker support makes this phone suitable for home and office workers.

2 100 Mb Yes,full duplex

The Polycom SoundPoint IP 550 desktop phone is a 4-line IP phone designed to bring advanced telephony features and applications to the medium volume user. With its large, high-resolution, backlit display, dedicated feature buttons, andTeleWorker support, the SoundPoint IP550 is ideal for phone users both in theoffice and working remotely.

4 100 Mb Yes, full duplex

The Polycom SoundPoint IP 560 desktop phone is a 4-line IP phone designed to bring advanced telephony feature and application to the modern office. With its large, high-resolution, backlit display and Gigabit Ethernet support, the SoundPoint IP 560 is ideal for office workers, receptionists, or any user requiring GigabitLAN connectivity.


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The Polycom SoundPoint IP 670 is apremium 6-line desk phone with a large, backlit color display that enables a rich visual presentation and easier navigation of the on-screen menu. It comes equipped with a built-in dual Gigabit Ethernet switch, capable of delivering full Gigabit data connectivity between the network and a user’s computer, eliminating the need for separate phone and computer LANconnections. Perfect for executives,receptionists, or any user requiringGigabit LAN connectivity.



Total LinesEthernet Pass

ThroughSpeaker Phone

6 1 Gb Yes,full duplex

Polycom SoundPoint IP Color Expansion Module features a color backlit high-resolution graphical LCD display and augments the SoundPoint IP 670 by adding 14 multifunctional line keys for such uses as additional call appearances or speed-dial buttons. Up to two expansion modules can be attached to the host phone.

14 N/A N/A

Polycom VVX Color Expansion Module is a true “plug-and-play” device. Turns your Polycom VVX business media phone into a high-performance color attendant console. Can accommodate up to three expansion modules. Configurable as a speed dial with busy lamp field.

28 N/A N/A

Polycom SoundStation IP 6000 is an advanced conference phone that delivers superior performance for small to midsize conference rooms 12ft microphone pickup). Featuring Polycom’s HD Voice technology, proven echo-cancellation, and the ability to deliver high-fidelity audio from 220 Hz to 14 Hz, it creates conference calls that sound as natural as being there.

1 No Yes,full duplex

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The Polycom SoundStation IP 7000is an advanced conference phone that delivers outstanding HD Voice performance well-suited for executive offices, conference and boardrooms.



Total Lines Ethernet Pass Through

Speaker Phone

1 No Yes,full duplex

The Cisco SPA303G is a basic, lowcost IP phone for home, small offices,or lobby environments with light use ofservice where full-featured phones are not required. It addresses the requirements of traditional business users while building on the advantages of IP telephony.

3 100 Mb Yes

The Cisco SPA 525G is a premium5-line desk phone with a large, backlitcolor display that enables a rich visualpresentation and easier navigation of the on-screen menu. It comes equipped with two Ethernet ports, and Wi-Fi and Bluetooth connectivity. It also features shared call appearance and supports VLANs and TeleWorker functions. This phone is ideal for executive use or any user needing a color display or Wi-Fi.

5 100 Mb Yes

Yealink W56P IP DECT is a 5-line cordless VoIP phone system for Retail, Warehouse and SoHO looking for cost savings and scalability. Get professional features while moving about your office space.

5 No Yes

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Analog Telephone Adaptor (ATA)

The Cisco SPA 122 Analog Telephone Adapter has two lines, features dualFXS (phone) ports, and has built-in Fax-over-IP (T.38) functionality. It is perfectfor situations requiring a fax machine or an analog telephone, such as a legacyconference phone.



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