Date post: | 03-Jan-2016 |
Category: |
Documents |
Upload: | kuame-chan |
View: | 77 times |
Download: | 0 times |
1
EarthLink CompleteTM
Hosted Voice Overview
2
About EarthLink
Over 1.1 million customer relationships and over 150,000+ business customers, SMB to Fortune 500
Over $1.2 billion in revenue - 95% Business Services and Broadband
Over 3,000 employees
Leading Nationwide IT
services, network and
communications provider
Founded in 1994
2
3
Nationwide Network
4
EarthLink Business Infrastructure
• Operates a nationwide IP network with underlying fiber assets in 30 of the top 50 MSAs in the country
• Over 1,300 Central Offices / Collocations Nationwide
• Fiber Optic Network
– 27 states
– 90 Metro Rings
– 55 IP and circuit-based switches
– 7,916 Metro Fiber Miles
– 20,813 Non Metro Fiber Miles
– Over 28,000 Miles in Total Fiber Transport
5
Hosted Voice
Hosted Voice is a completely managed enterprise class IP phone system, high speed broadband, voice services, features and unified communications, delivered via a secure, private IP network as an end-to-end solution from one provider.
Limitless Office Location Scalability
Remote Worker
EarthLink Support Center
Find Me Follow Me
Metaswitch
6
Business Continuity & Disaster Recovery
How can EarthLink Business provide solutions?
• Redundancy and failover options for data networks
• Auto-rerouting and IP failover for voice networks
• Web portal control of call routing to alternate sites or phone numbers
Power Outage - Northeast
Paralyzing - BlizzardCatastrophic - Fire
7How is EarthLink’s Hosted Voice Different?
• Differentiators
– EarthLink’s Financial Stability and it is a Publically Traded Company
– EarthLink provides managed IP Phones or customer can purchase IP Phones from EarthLink
– IP Phone Options – Polycom or Aastra
– POE & Battery Back-up included
– Onsite training and Virtual training options
– Dedicated Hosted Customer Support Group
– Multiple Broadband Options (DSL/T-1/Ethernet/BYOB
– No/Low CAPEX
– Private Nationwide Network w/ Quality of Service (QOS)
– Proven Enterprise Class Hosted Voice Provider
8
What are the components of Hosted Voice?
9
What are the Component of Hosted Voice?
10
Hosted Voice
Access Types
BYOB*
DSL - 23 Speeds T-1 and NXT-1 (up to 9mbps) Ethernet Access 10 & 20mbps
Hosted Voice Components
Hosted Voice
Optional
Call Router
General Voicemail
Standard Voicemail
Premium Voicemail
Unified Fax
Auto Attendant Basic Auto Attendant Premium
Webhosting
Analog Lines
Confererncing
Mobile
MPLS
1.Service Bundle 4. Select your Optional Services
Hosted Voice
Service BundleConverged Minutes 1500 Internet Access Unified Voicemail (1 included) Email accounts Toll free number (1 included) Domain Name Registration Basic Managed Router
2. Select Number of Seats – based on bandwidth
*BYOB Access requires BYOB Notice
3. Choose Your Access Methods
11
Hosted Voice Hardware Options
Polycom IP 450 Polycom Expansion Module
Polycom IP 450
Polycom IP 550 Polycom IP 6000
Aastra 6755i
Aastra 6757i
Aastra 6731i
Aastra 6739i
Panasonic CT (Cordless)
Adtran NetVanta 1234
Adtran NetVanta 6355
Aastra 6757i
Polycom IP 650
Polycom IP 335
11
12
12
How to choose:Select Phones based on type of user and required functionality
Aastra 6757i
Up to 9 lines with call appearances12 Customizable soft keys with LEDsSupports up to 3 expansion models4 Navigational keys
Desk Phone
Aastra 6731i
Up to 6 lines with call appearances3 line LCD display4 Navigational keys8 Programmable keys with LEDs10 Pre-defined hard keys
Lobby/Break Room
Aastra M675i Expansion Module
Compatible with Aastra 6755i, 6757i, 6757iCT and 6739iMaximum of 3 expansion modules20 soft keys per expansion module (up to 60 keys)LED for status indicationMultiple power saving options
Administrator/ReceptionAastra 6739i
Gigabit Ethernet SupportBluetooth Headset SupportBuilt in USB PortOn Screen QWERTY keyboardUp to 9 lines with call appearancesUp to 55 programmable soft keys
Executive/Power User Gig E Capable
13
Conference Rooms
SoundStation IP6000
(SIP) conference phone. 802.3af Power over
Ethernet. Expandable. Includes 25' (6 meter)
Cat5 shielded Ethernet cable.
Administrator/Reception Add OnExpansion module for IP650
Affordable Desk Phone
SoundPoint 450
3 line, POE, XHTML micro-browser, HD voice
Backlit grayscale 256x116 LCD
Desk PhoneSoundPoint 550
SIP 4-Line IP desktop phone. With HD Voice
Built in PoE, Microbrowser & Backlit display
Compatible Partner platforms.
Administrator/Reception/Executive
SoundPoint 650
6-line IP desktop phone with PoE support.
Backlight display, HD Audio, USB port
13
How to choose:Select Phones based on type of user and required functionality
Lobby/Break Room
SoundPoint IP 335
2-line SIP desktop phone with HDVoice
14
Cordless Telephone (CT)
Base station and one phoneUp to 5 additional phones per base station
15
Customer Premises Topology
• EarthLink provides and manages all premises based equipment and IP Phones associated with our Hosted Voice Solutions
• IP Phones allow for PC’s to be connected on the same customer provided cabling
IAD & Ethernet Switch
IP Phone
IP Phone
IP Phone
IP Phone
Customer Premises
Computer
Computer
Battery Backup
Computer
16
Hosted Voice Network Topology
Connectivity solutions should be based on type of customer facility and bandwidth requirements.
17
Hosted Voice Seat Types
How to choose your seat?•Basic Seats – For shared or public phones (no Voicemail)•Standard Seats – For users who do not required communication outside of the office, mobile integration or call routing•Premium Seat – For users who need advanced tools for productivity including mobile integration, more storage capacity for voicemail, fax & contacts•Remote Worker = Premium Seat for individual users who work from home or any fixed location outside the office
Basic Seat Features
Call Hold
Call Forward
Call Park
Call Pickup
Call Transfer
Caller ID Name
Caller ID Number
Caller ID Blocking
Do Not Disturb
Three Way Calling
Selective Call Acceptance
Selective Call Forwarding
Selective Call Rejection
Anonymous Call Rejection
Permissive Dialing
Distinctive Ring
Account Codes
Speed Dial (8 or 30)
Standard Seat Features
Unified Voicemail
Click-to-Dial
Find-Me/Follow-Me
CommPortal (Web)
Call Hold
Call Forward
Call Park
Call Pickup
Call Transfer
Caller ID Name
Caller ID Number
Caller ID Blocking
Do Not Disturb
Three Way Calling
Selective Call Acceptance
Selective Call Forwarding
Selective Call Rejection
Anonymous Call Rejection
Permissive Dialing
Distinctive Ring
Account Codes
Speed Dial (8 or 30)
Premium Seat Features
CommPortal Assistant (Desktop)
Call Handling Schedule
Outlook Integration
CommPortal Contacts
Click-to-Dial Remote
Call Me Widget
Call Jump
Mobile Fuse
Unified Voicemail
Click-to-Dial
Find-Me/Follow-Me
CommPortal (Web)
Call Hold
Call Forward
Call Park
Call Pickup
Call Transfer
Caller ID Name
Caller ID Number
Caller ID Blocking
Do Not Disturb
Three Way Calling
Anonymous Call Rejection
Selective Call Acceptance
Selective Call Forwarding
Selective Call Rejection
Permissive Dialing
Distinctive Ring
Account Codes
Speed Dial (8 or 30)
18Key Hosted Voice Features & Options
Incoming Call Mgr.
Dashboard Administrative
User Phone Profile Editor Find Me / Follow Me
ACD
Auto Attendant Call Logs
CommPortal Communicator (Soft Phone)
19
Unified Voicemail and Fax
Feature Standard Premium General
Off-Hours Greeting
Future Delivery of Voicemail
Voicemail to Email
Voicemail/Fax Storage * 50MB 100MB 50MB
Max Message Length 180 secs 180 secs 180 secs
Unified Fax option option
Live Message Screening
Group Mailbox
Mobile Fuse
Mobile VM Notification
Announcement only
Announcement with general mailbox
Announcement with Operator asst
• Basic Seat VM not included• Standard Seats include Standard VM• Premium Seats include Premium VM &
Advanced Features• General VM – stand alone service
– For use with Auto-Attendant as general mailbox
– General Mailbox – greeting only for Main number
– Directions to location– After Hours
Unified Fax - Optional•Provides a separate phone number for inbound faxes only•Delivers faxes to your Communications Portal•Forward faxes as “.pdf” attachment to your email
Unified Voice Mail Options:
*Approximate Message Size = 1 MB per Minute
19
20
Communications Portal
• Web-based interface to manage system 1. Dashboard : provides a quick view of the most common functions
2. My Mobileconfigures “Mobile Fuse”
3. Messages & Calls : provides Call Logs, Voice Mail & Faxes
4. Contacts : provides a method for storing and retrieving contact details
5. Call Manager : allows customer to manage how incoming calls are handled
6. Appsdownload optional features
7. Settings : provides access to customize hosted services and features
1 2 3 4 5 6 7
*Communications Portal not available with Basic Seat
20
21
Auto-Attendant• Answers calls and routes them according to customer preferences
21
Premium Offering
•Includes 1 to 10 levels of routing options
•Adds up to 5 sub-options
•Out of Office Hours and Holiday scheduling
•Allows Customer to upload custom message files
•Dial-by-Extension Directory– Callers are played the administrator-
defined extension options and may input an extension to reach the intended party.
•Dial-by-Name Directory– Callers are played the administrator-
defined name options and may select a name to reach the intended party.
•Administration Via Telephony User Interface (TUI) or Graphical User Interface (GUI) via the Web
22
ACD Feature SuiteGeneral Features
• Auto Attendant routing to a specific queue
• CDR Retention and Storage
• Remote Agent support
• Customized message while caller is on hold in queue
• Zero out from queue to voicemail for message storage and retrieval
Agent Routing Plans
• Skill based call routing (SBR)
• NPA NXX routing
• DNIS based routing
• Direct Department calling (DDC)
• Uniform Call Distribution (UCD)
23
ACD Feature SuiteAgent (GUI)
• User Name and Password secured Login / Logout
• Active / Idle Status and Busy – Ready indicator
• Last call time and date
• Number of calls currently in queue
• Transfer calls to another queue (4 digit extension)
• Whisper message to agent identifying queue & hold time
Queue Supervisor (Supervisors GUI)
• Real Time Reporting
• Agent Search
• Listing of Agents/Agents within a specific queue
• Queue monitoring w/real time displays
• Real time call monitoring w/ whisper
24
ACD Feature Suite
Customer Defined Selections
• Number of Queues
• Number of Agents in each queue
• Maximum number of calls holding in each queue
• Customer designated call routing
• Customer specified “Zero Out” routing destination
• Agent assignment to a specific queue or to multiple queues
• Multiple queues assigned to a single IP Handset
• Maximum hold time while holding in queue
25
CommPortal (BG) - Administrative
• The BG Admin portal is an admin interface that allows customers to manage business groups.
• Customers can manage individual lines and phones, adjust MADN and MLHG (hunt groups), program extensions and short codes.
• Customers have real-time access to adjust and record Auto-Attendant and Music on Hold services.
• A minimum of one administrator is required for each account. Additional administrators can be assigned by the customer after turn-up.
26
Find Me / Follow Me
Never miss important calls!
Your Mobile
Your Desk Phone Home Phone
Route calls from your number to multiple numbers• Simultaneous• Sequential• Time of Day
27
CommPortal Assistant - Premium
• Lightweight application installed on subscriber’s PC — Downloaded from CommPortal – Apps tab
• One-click access to key telephony features from taskbar— Instantly accessible, regardless of other applications currently
in use
• Features include:— Search contacts, with option to launch click-to-dial call— MS Outlook synchronization— Search corporate directory— Instant ComPortal launch— Control features such as Call Forwarding, Do Not Disturb, etc.— Control settings on Incoming Call Manager— Incoming VM/Fax message popup — Incoming call popup with call handling options
28
Incoming Call Manager - Premium
• Manage and route calls from your desktop– Send to voicemail– Route to another phone– Route to pre-defined number
Improve productivity and response
28
29
Incoming Call Manager - Premium
29
30
Fused IP Desk Phone / Cell Phone Voice Mailbox - Premium
• A single Voice Mailbox for both Cell Phone and IP Desk Phone
• CommPortal walks users through migrating from their Mobile voicemail service with simple steps
• Subscribers benefit from single voice mail box
UnifiedMailbox
31
• Free Calling Between Customer’s Sites
• Customers can build abbreviated dial plans from 4-7 digits
• Eliminates a Significant % Of LD Costs For a Typical Multi-Location Customer
Company A (Site to Site):Denver, CO
Company A:Dallas, TX
Company B:Charlotte, NC
Company B (Site to Site):Rochester, NY
Site-to-Site Calling
Note: Each site must subscribe to any EarthLink’s Voice Services
32
CommPortal Communicator - Premium
• Soft Phone– Load onto laptop– Use your laptop
as your office phone
33
• Converged Minutes is the Hosted Voice Long Distance Plan
– 1500 Long Distance Only Minutes per service location
• Additional 1000 minute buckets available
• Minutes can be shared between multiple locations
OR
– 1500 Shared Long Distance and Mobile Minutes
• Adds an additional 500 minutes to bundle for each mobile line
• Additional 1000 minute buckets available
• Minutes can be shared between multiple locations
– Converged Minutes is for domestic LD, including Toll Free
• International is offered under a separate rate plan
– International dialing permissions are blocked by default
– Customer may opt to enable International dialing
Long Distance Options
34
Service Bundle Options
• Each Hosted Voice service is composed of any or all of the following options at no additional charge– One Toll Free Number– 250 MB POP email accounts included
• Up to 50 with T-1 and above access
• Up to 10 with DSL access– Expanded Calling Service Available– One Domain Name Registration– 6 to16 Usable Static IP Addresses included (Additional
available)
• Features included:– Abbreviated dialing – 4 to 10 digits– Available at single site or multi-site
35
Configuring or Changing Your Phone
Do It Yourself !
36
Hosted Voice Customer Training
On–Site Training Virtual Training
36
37
Traditional Phone System Support Model
Think of the support and maintenance issues for a traditional phone system that business owners have to worry about and the possible negative impact on their company’s bottom line.
• Third Party required for hardware• Third party required for software• Third party for MACD• Unavailability of needed features and functions• 5 to 7 years usage before it becomes obsolete• Capital requirements for initial purchase for
replacement system at “End of Life”.• Expensive “In-House” technical support.• Expensive floor space utilized for equipment• Possible system downtime during a power
outage or catastrophic event.
38Hosted Voice BenefitsFeatures Advantages Benefits
One Provider Solution One Number to call for service and support issues – ONE company accountability.
Improved Efficiencies/Saves Time
Abbreviated Dialing Global Centrex, 4-10 digit dialing between domestic or international locations.
Improved Efficiencies/Saves Time
Hosted PBX Platform Reallocate IT Staff and Cut Third Party Costs. Reduced Costs
LD & Local Calling Site to Site Calling / EarthLink In-Network customers and converged calling minutes included.
Reduced Costs
Ongoing Support Managed Hosted Voice Service. Software & Firmware Upgrades. Eliminates Third Party Costs (new feature releases & additional applications).
Reduced Costs
Scalable / Easy MAC Pay As you grow: Add Seats, IP Phones, Broadband, Locations or additional services as needed.
Reduced Costs
Electronic Fax .pdf documents distributed via email / CommPortal. Increases Productivity / Saves Time / Reduced Costs
Unified Messaging Voice, email, and electronic fax Integration into a Single Platform.
Improved Efficiencies/ Saves Time
Single Cable Run 10/100 Ethernet port into Phone and an Output Port for a PC. (GIG-E option available)
Reduced Costs
IP Phones Aastra, Polycom – Industries Leading IP Phones Maintained by EarthLink.
Improved Efficiencies/ Saves Time
CPE Industry Leading CPE, POE Switch, IP Phones, Battery Backup Improved Efficiencies/ Reduced Costs
39
Hosted Voice Benefits Features Advantages Benefits
Training Included On Site or Virtual training. Improved Efficiencies/ Saves Time
Find Me/Follow Me Never miss a call again because the system will find you! Flexible user options. One Number to Dial
Improved Efficiencies/ Saves Time
Administrative Portal (BG) More administrative control than with system located at customer premises.
Improved Efficiencies/ Saves Time
CommPortal (User) Anytime, anywhere, anyplace complete call management for user (Call logs and Call Routing).
Improved Efficiencies/ Saves Time
Platform Upgrades Instant access to the latest and greatest features and functions automatically. (No EOL)
Reduced Costs
Call Logs Visual logs of missed, received and placed calls for reference or single button dial back
Improved Efficiencies/ Saves Time
Minimal Capital Investment Low to No CAPEX vs. OPEX Reduces costs
Imported Call Directory Anywhere, any time, anyplace access to your imported corporate directory.
Improved Effectiveness / Saves Time
ACD Affordable Inbound call routing to skill based agents. Available Call reporting, monitoring and MOH.
Better customer service / Better Retention, Continued Revenue
Auto Attendant Automated routing of Inbound calls Better customer service / Better Retention, Continued Revenue
40
How Does Hosted Voice
Stack Up? Latest Technology
Enterprise Features
Unified Communications
Total Cost of Ownership
System Flexibility
Ease of Management
Time to Add Features
Time to Move Phones
Capital Outlay
Maintenance Costs
Simplistic & Efficient
Cost of Upgrade & Expand
Cisco, Infinera, Redback,
MetaSwitch
Included
Auto Attendant & ACD
Voice Mail & E-fax
Pay-as-you-Grow
Easy MACs
Minutes
Minutes
$ / Low
$ / Low
Easy to Use
Zero (0) /Low
Connect Multiple Locations Simple
The POWER of Hosted Voice