Hosted Telephony - PowerPoint Presentation

Slide1

Hosted Telephony

PowerpointSlide2

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 solutionsSimplified management and operation Web-based Provisioning and management Accurate, auditable billingUnlimited flexibility & scalabilityProtecting YOUR investmentAv. Of Analyst predictions: 32%* of market will migrate by end 2014 to a hosted solution. * Source IDC, Frost & Sullivan, Gartner Slide3

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/riskSlide4

Cloud Technology

Disaster Recovery

Opex and not

Capex

Flexible Working

Evergreen

Technology

Hosted Telephony, Why Now?Slide5

Platform Core IP ArchitectureSlide6

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.

Multi-DSL

VLAN’d

Voice and DataSlide7

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 EffectiveSlide8

Some of the Standard Features

and

Additional Features AvailablePhone Manager Portal control GUIVoicemail to E-mail

Follow-me Disaster Avoidance

Call WaitingCall 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 CRMSlide9

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

9Slide10

Application Portals

Call Recording:

30 day hosting of calls

Archiver - local storage Media player

PhoneX

-One Reporting:

Historical reporting

Report creation Scheduling and exportCall 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 handsetSlide11

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 monthsOf these, 60% were for more than a dayWhat 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 2013Slide12

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. Slide13

Products / features - overviewSlide14

Operator Console

- Receptionist

Supports multiple Queues: Easily monitor and manipulate multiple queuesQueue Manipulation: Add incoming calls to a queue; move calls within queue

Queue Filtering: Log in/out of queues; choose which Queues to displayQueue Statistics: call and queue related statisticsSlide15

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 worldMobile Phone Softclient

Slide16

Softphone

- Bria

Bria is a softphone that enables VoIP voice callsVideo calls are possible– softphone to softphone on-net onlySupport across Windows / Mac / Linux OS

Supported features:Message waiting indicator

Call WaitingCall HoldCall Transfer3w conference

Do Not Disturb

Call Forward Always

Call history

Call pop-up notificationSlide17

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 routingOne-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 KeypadImmediate 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 - IVRSlide18

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. Callsmay also be emailed. Web based Portal Easy to use GUI based search facility that allows the user to search on any of a set ofcall 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

RecordingSlide19

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 controlView personal directoriesView/Delete Call HistorySlide20

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

BridgeSlide21

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 –

OverviewSlide22

Call Centre Overview

Advanced Queue Features

Queue AnnouncementsEntrance GreetingComfort announcementMusic in Queue

Queue managementWait Time Exceeded

Configurable Queue lengthEscape to Voice MailQueue 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 Slide23

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

23Slide24

Launched from the SMT with various metrics displayed

Auto-refreshed every second

Provides a snap-shot of the call centre’s productivityEnables the agents to see their performanceCan be used to provide a more competitive environment

Wallboard – call centre queue statsSlide25

Call Centre reports -

Summary

Report NameReport Type

Available on

Client

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 levelsSlide26

Thank you, any questions?