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Hosted PBX VOIP Solutions


									    A Comprehensive guide to our

Hosted PBX VOIP Solutions

              Page 1 of 1

  1.   What is Voice over IP

  2.   Hosted PBX Basics and Definition

  3.   Strengths of a Hosted PBX

  4.   Weakness of a Hosted PBX

  5.   Hosted PBX vs. Traditional Hardware PBX

  6.   Get the best for least

  7.   Costs

  8.   A word about phones

  9.   Number Ranges

  10. Key PBX Features

       •   Configuration and Management

       •   Call Answering

       •   Call routing

       •   User experience

       •   Voice and Fax mail

       •   Conferencing

       •   Other Features

  11. The Phones and hardware

                                          Page 2 of 2
1 What is VOIP

How does VoIP work? A traditional phone conversation requires a dedicated connection between the
two people talking. The callers are essentially renting a direct line between their locations for the
duration of the call, which is why prices are so high. VoIP doesn't require a dedicated connection.
Instead, this technology analyses speech, packages it into data packets, just like email or web pages,
and sends it across the internet. If you are calling a traditional number, a VoIP center near the
destination of your call re-assembles the packets and sends it back onto the phone network for the
last few miles. The call uses the internet for most of the journey, thus the cost of the call is reduced

By leveraging existing internet connections, this technology can offer significant savings over the per-
minute charges incurred using the Public Telephone Switched Network (PTSN), the standard telephone
system. Telephone companies having been using this technology for years to bring down their cost of
carrying long-distance and international voice traffic, and those cost savings are finally reaching
consumers and small business.

Some VoIP service providers, such as ourselves, are able to interconnect with the PTSN, so that you
can call a traditional phone number directly through the internet. These services can provide low-cost,
unlimited calling plans to all phone numbers on a local, national and international basis and can
significantly-reduce per-minute charges on these calls.

While VoIP offers significant savings when calling traditional phone numbers, by far the most dramatic
cost savings are found by avoiding the telephone network altogether. If you talk to someone else on
the same network, using the same software or device, there are no per-minute charges at all.
Below is a basic network diagram of how VoIP might be setup within a small business setup.

Londonlink’s Voip Platform
Our hosted Pbx is built on the Asterisk telephone platform, an open source initiative that is now one of
the most popular softswitch solutions available to day.

Originally developed as solution to provide telephone routing across all types of network either
traditional PSTN or VoIP it has established its self as significant alternative to traditional pbx switches
primarily due to its ability to run on established server technology rather that expensive proprietary
telecoms equipment.

Its flexibility and scalability make it an ideal solution for VoIP and traditional telephony solutions and
because it is open source its cost efficient.

                                                Page 3 of 3
                    Simple VoIP Network Diagram

                                  VoIP Telephones

                               Normal Cat 5 Data Cabling

                                                     ADSL Router

                   Broadband connection to Londonlinks Telco Switches

 Internet                                                                   PSTN


VoIP Phones via the Internet                                Conventional Telephones

                                     Page 4 of 4
2 PBX Basics & Definition

A hosted PBX system delivers PBX functionality as a service, available over the Public Service

Telephone Network (PSTN) and/or the internet. Instead of buying PBX equipment, users contract for

PBX services from a hosted PBX service provider, a particular type of Application Service Provider

(ASP). The first hosted PBX service was very feature-rich compared to most premise-based systems of

the time. In fact, some PBX functions, such as follow-me calling, appeared in a hosted service before

they became available in hardware PBX equipment. Since that introduction, updates and new offerings

from ourselves and other companies have moved feature sets in both directions. Today, it is possible

to get hosted PBX service that includes far more features than were available from the first systems of

this class, or to contract with companies that provide less functionality for more simple needs.

The central functions of a hosted PBX service are similar to those of hardware PBX systems installed

at the user's premises. The main difference is that hosted PBX customers don't buy, install, or

maintain any PBX equipment. Instead, the PBX equipment is kept by the service provider, who then

shares access to the system among many users (customers). As with premise-based PBX systems,

key functions that can be provided by a basic hosted PBX include:

                           Present a single business number that gives access to all company

                           employees and departments

                           Answer calls with a custom business greeting

                           Offer a menu of options for directing the call, such as connecting to a

                           specific extension or to a department

                           Provide a directory of employee extensions accessible by inputting digits

                           corresponding to employee first or last names

                           Evenly distribute calls to a department among available employees through

                           Automatic Call Distribution (ACD)

                           Place callers on hold when they are waiting for an available department


                           Play music or custom messages whenever callers are waiting on hold

                           Take voice messages for any employee extension, for a department, or for

                           the company in general

                           Allow transfer of calls between extensions

                           Conference multiple incoming calls with employee extensions

                           Provide detailed call records and real-time system management

                                              Page 5 of 5
Note that not all of these functions are available from every provider of hosted PBX services, just as

they are not available in every PBX product provided by equipment vendors. It is up to the customer

to determine what functions best suit company needs and arrange for the corresponding service. The

hardest mainstream features to get in a hosted system are real Automatic Call Distribution (ACD)

instead of simple hunt groups, flexible company directories, call transfers between extensions (or to

an operator or an ACD queue), and real-time system monitoring. In addition, there are a host of other

advanced functions that are needed in specific situations that only a few providers have been able to

make available.

One function of premises PBX equipment that is not part of most hosted PBX services is sharing

incoming lines among multiple users. Usually, it is necessary for each employee in a company that

purchases hosted PBX services to have a dedicated phone line. This issue is offset by the abilities of

hosted PBX systems to handle far more capacity than customer premise equipment (CPE) and to scale

as company needs change. CPE systems typically have a smaller number of incoming lines than user

extensions. When traffic is high, these PBX systems can ring busy. A hosted PBX usually has a lot

more available lines and can handle a much higher number of calls. In addition, hardware PBX buyers

often are on a tight budget and buy small systems that can't grow as the company grows. There is no

capital outlay for hosted PBX services, and extensions can be added (or deleted) as need change.

Hosted PBX customers pay only for what they need.

There are a wide variety of other advantages that a hosted system has over premise equipment. The

most important of these benefits is the ability to route calls to any phone, anywhere in the world,

rather than just to phones wired directly to the PBX inside an office environment. This and other

major advantages of a hosted PBX system are discussed in detail elsewhere, and include much lower

entry cost, lower support costs, ease of management, greater flexibility, and dramatically improved


                                              Page 6 of 6
3 Strengths of a Hosted PBX

Call routing to any phone:
An inherent advantage of most hosted PBX systems is that calls can be routed to any phone, of any

type, anywhere in the world rather than only to phone physically connected by wiring to an in-office

PBX. Employees can seamlessly receive business calls whether they are working in the office, at
home, or on the road. (Note that this is often not true for hosted VoIP PBX systems.) This ability to

send calls anywhere has helped spawn a whole new way of doing business - the Virtual Office. Many

users of hosted PBX services do away with the expense and commuting required by a central office

and do all there work through distributed employees.

Lower up-front costs:

There is no capital expense for starting a hosted PBX service. This is especially important to new

companies on tight budgets, but can also apply to established firms that outgrow their existing PBX


Lower support needs:

Telecommunications is a large branch of technology with its own terms, equipment, and tribal lore.
With a hosted PBX, the service provider does the complex system management. Customers save on
both headcount and headaches.


Customers of premise-based PBX systems spend a lot of money buying systems of either fixed or
limited size. Many of these customers opt for small systems that they quickly outgrow. (Typical small
businesses replace their PBX hardware every two years, until they reach maturity.) Other companies
buy larger systems, paying for more than they need right now but hoping to get full value out of the
system at some future time. Hosted PBX services are offered on the basis of the number of users, not
the size of the system, and can scale up or down at any time. Customers pay only for what they need
- with no future penalty.

Call capacity:

Hardware PBX systems can only handle as many calls as the number of incoming lines in the system.
When more calls come in, callers get a busy signal and the company loses business. Adding more
lines means costly and difficult equipment upgrades or new systems. Hosted PBX services typically
use systems with far more lines than an affordable premise-based system. If the service provider
manages capacity well, callers should never hear a busy signal. If you are a hosted PBX customer and
your callers get frequent busy signals, it's time to change service providers.

                                               Page 7 of 7
Full feature set:

Almost any PBX feature available today can be provided by either a premise-based PBX system or a
hosted PBX service. However, getting full features in a purchased system is usually very expensive,
while getting full features in a hosted service is just a matter of picking the right provider. Additional
costs for a full-featured hosted service are very low, so customers can usually afford to get the best. A
good hosted PBX can give even small businesses all of the functionality of a PBX system that costs
hundreds of thousands of dollars for just a small monthly fee. (Note: be careful to choose the right
service provider.) Also, premise-based equipment can't provide the breadth of routing options needed
by modern distributed companies.

Fault tolerance:

A well-designed hosted PBX incorporates redundant components and multiple PBX systems with
automatic fail-over. (Again, it is important to choose the right provider.) No single component can
bring the system down, and even failure of an entire system simply rolls calls over to another system.
While this level of fault tolerance is expensive, sharing the cost over a lot of users makes it affordable.
It is possible to get some of these capabilities in premise-based systems, but it is usually prohibitively
expensive for all but the largest companies.

Distributed administration:

A well-designed hosted service lets users manage their own extensions. The users can log in or out of
ACD queues, change phone numbers, and configure the system to their own needs. With premises
equipment and lower-end hosted systems this type of activity often requires time and knowledge from
a system administrator.

                                                Page 8 of 8
4 Weaknesses of a Hosted PBX

The best hosted PBX services offer almost all of the features and benefits of premise-based PBX
systems. Some things, however, are hard to offer in a hosted environment, and only the best services
offer these functions. Features that fall into this category include real Automatic Call Distribution
(ACD) instead of simple hunt groups, flexible company directories, call transfers between extensions
(or to an operator or an ACD queue), and real-time system monitoring.

Some functions of premises equipment are hard for any hosted system, such as sharing a limited
number of business phone lines among a larger number of users. In a hosted system, each user
needs to have a separate line. As mentioned elsewhere, the high call capacity and scalability of a
hosted system usually offset this drawback. Hosted users can take many more calls than the limited
number of lines in a hardware PBX would allow, and they only have to pay for what they use instead
of either over-spending or under-providing for their needs. The promise of hosted PBX services
offered through VoIP technology will further reduce this problem by providing phones "lines" through
the internet.

The last important weakness for a hosted PBX service deals with dialing between extensions. With a
hardware PBX, employees can usually dial each other without going out onto the telephone network.
These systems offer an "intercom" type function that connects users to each other. In a hosted
system, the users may be anywhere, in or out of the office. Placing a call to another company
employee means dialing their number directly or dialing into the hosted service and selecting their
extension, because the PBX is out on the PSTN, not inside the building. In some hosted PBX services,
this drawback has also resulted in an inability to transfer calls between extensions, but better hosted
systems have solved that problem.

5 Hosted PBX vs. Traditional Hardware PBX


Specific differences between a hosted PBX service, like Londonlink’s Hosted PBX, and a hardware or
software PBX depend on the particular PBX equipment being compared. Virtual PBX offers a full-
featured system with features and capabilities very similar to the most expensive hardware systems.
There are some key differences, however, that arise from the basic way the systems work.

Premise-based equipment is usually employed inside an office or building. It is usually a single piece
of hardware that has multiple incoming phone lines shared across a higher number of extensions.
Calls are answered by the PBX equipment, and then routed to a specific phone through hardwired
lines inside the office. Sending a call outside the office to someone telecommuting or working
elsewhere is often impossible, and always results in additional costs. Maintaining PBX equipment
requires knowledge of PBX and phone technology and someone to do the work.

A hosted PBX service has a different set of advantages. A hosted system is maintained by the service
provider, so there is no hardware or software for the client to pay for or support. Calls are routed from

                                                Page 9 of 9
the hosted PBX to extension owners through the public telephone network. Each person that wants to
receive calls has to have a working phone, so there is no sharing of phone lines between extensions.
Calls can easily be routed to anyone, at any phone, in any location. Administration of the system is
done simply, through a web-based interface, with little need for extra time or knowledge.

The following table summarizes some of the main differences between Londonlinks PBX's hosted
service and a typical premise-based system. Londonlink’s Hosted PBX is one of the premier hosted
PBX system available today, so not all things true of this service will be true for other hosted systems,
but there are some clear differences:

                                           Londonlink’s Hosted PBX          Standard PBX

Up-Front Costs                                      Very Low                     Very High

Support Costs                                         Low                        Moderate

Costs Per Minute on Outgoing Calls                    Low                          High

Share incoming phone lines                             No                          Yes

Route calls to any phone                               Yes                          No

Supports distributed employees                         Yes                          No

Scalability                                         Very High                     Limited

Call capacity                                       Very High                     Limited

Full feature set                                    Included                  Expensive

Fault tolerant                                         Yes                 No or Expensive

ACD queuing                                         Included                  Expensive

Distributed administration                             Yes                          No

  A hosted PBX, like Londonlink’s Hosted PBX service, is clearly the better choice for companies with
 distributed employees and those that want to limit initial capital outlay. A hardware PBX makes more
sense financially when employees are all in one location, there is no need for future flexibility and the
                             cost of incoming calls must be kept to a minimum.

                                              Page 10 of 10
6 Get the best for the least.

Our SOHO (Small Office/Home Office) Service gives even the smallest companies the call routing
advantages of the largest enterprises in the world. With our SOHO PBX phone services, you pay just
pennies a day and get all the features of a high end PBX. And with no hardware or software to buy,
install, maintain or upgrade, it has huge cost advantages over other approaches. Give your small
office a SOHO PBX service that includes all the features you need to compete effectively. Or send calls
to a home office with the home PBX service that will give your callers a professional, "big-business"
image. It's all part of the SOHO Service from Londonlink’s Hosted PBX. Here are some of the features
that can help you most:

Professional image. We answer your calls with a custom auto-attendant greeting that oozes
professionalism. Crafted by our in-house voice professionals, your greeting will tell callers who you are
in a big way - and give routing options that will impress them with your capabilities. With features like
ACD queuing, dial-by-name directory, music or information on hold, and integrated conferencing,
you'll project a powerful image to every caller. And you don't have to hire a receptionist!

Low cost. Getting SOHO PBX phone service from Londonlink’s Hosted PBX means eliminating the up-
front costs for hardware PBX equipment. Current industry estimates indicate that a hardware PBX
system has an up-front capital cost of £350 to £1500 per user for the PBX, installation, initial support,
telephones and lines. The SOHO Service from Londonlink’s Hosted PBX has an initial setup cost of just
£25! You will still need telephones and lines, but since we can route calls anywhere, you can use
existing home phones, or cell phones. Practically to get the best out of a good VoIP solution we would
typically expect to use good quality VoIP phones like Polycom, Cisco and Sipura (see latter in this
document) We can even enable you to set up a "Londonlink’s Hosted office" with no central office
space, saving you money on rent, utilities, and more.

Affordable upgrade path. Many small businesses change PBX equipment every two years or so, as
they grow. They trade in a home PBX for a small business PBX. Then they trade that for a larger
system. Each time they outgrow their old system, they are forced to pay huge upgrade or
replacement fees. Our SOHO PBX customers start with very low costs, and can upgrade to the
unlimited Small Business and Corporate products without the cost of equipment changes. There's just
a modest fee for changing plans, and you only pay for what you need, never buying too much
capability or too little.

Features, features, features. Our SOHO phone services work just like our larger systems, and offer
most of the same features. Unlike competing systems that make you pay extra for a dial-by-name
directory, or email delivery of voice and fax mail, we include a broad range of enhanced features at no
additional cost.

If you're looking for a home PBX or a SOHO PBX, SOHO phone services from Londonlink’s Hosted PBX
may be just right. SOHO Service is meant for companies of three people or less, and costs less than
our small business plans. You might want to look at our plan comparison to see which features are
included with each service

                                             Page 11 of 11
7 Costs of Londonlink’s Hosted PBX Plan, Comparisons and Options

         General Costs              SOHO           Small Business     Enterprise

Monthly service fee per user         £15                   £12            £9

Minimum number of live users          1                    10             25

Maximum number of extensions          5                    20          Unlimited

Choice of 0845/0870/0871 No’s      Included            Included         Included

Price for mail-only extensions     Included            Included         Included

Set-up Fee per user *                £25                   £20            15

Email & web message delivery        Free                   Free          Free

Londonlink’s Hosted fax             Free                   Free          Free

Dial-by-name directory              Free                   Free          Free

TrueACD™ queues                    One free         2 free, £15/mo   3 free, £15/mo

Real-time, on-line system           Free                   Free          Free

Detailed on-line reports & logs     Free                   Free          Free

Maximum number of ACD                 1                     8          Unlimited

Custom auto-attendant               Free                   Free          Free

Integrated conference bridge         Yes                   Yes            Yes

Free conference minutes (1st 6       Yes                   Yes            Yes

Maximum number of Rooms              10                    25          Unlimited

System & Management

No hardware/no software              yes                   yes            yes

Central business number              yes                   yes            yes

Web management                       yes                   yes            yes

Unlimited scalability                yes                   yes            yes

No busy signals                      yes                   yes            yes

Online real-time system              yes                   yes            yes

Mission-critical fault tolerance     yes                   yes            yes

Multiple business numbers          Optional            Optional         Optional

Call Answering Features

Auto-attendant                       yes                   yes            yes

Custom greeting                      yes                   yes            yes

                                           Page 12 of 12
Music on hold                yes                   yes   yes

Music jukebox                yes                   yes   yes

Info on hold                 yes                   yes   yes

Day and night mode           yes                   yes   yes

Direct inward dial (DID)     yes                   yes   yes

Call & User Features

Virtual extensions           yes                   yes   yes

Follow-me calling            yes                   yes   yes

Advanced transfers           yes                   yes   yes

Caller ID/call preview       yes                   yes   yes

Call screening               yes                   yes   yes

Call-answer security         yes                   yes   yes

Voicemail on busy            Yes                   Yes   yes

Do-no-disturb                yes                   yes   yes

Information extensions       yes                   yes   yes

Voice & Fax Mail Features

Never full mailboxes         yes                   yes   yes

Centralized messaging        yes                   yes   yes

Personal greetings           yes                   yes   yes

Phone notification           yes                   yes   yes

Email notification           yes                   yes   yes

Web notification             yes                   yes   yes

Pager notification           yes                   yes   yes

Email delivery               yes                   yes   yes

Web delivery                 yes                   yes   yes

Other Features

Call blocking                yes                   yes   yes

Dynamic operator extension   yes                   yes   yes

Call detail records          yes                   yes   yes

Detailed call cost records   Yes                   Yes   yes

Multi-stage dialing          yes                   yes   yes

                                   Page 13 of 13
8 A Word about Phones

As indicated earlier to get the best out of Londonlink’s Hosted Pbx service it is advisable to use good
quality Voip phones on a separate data network. If you are already wired up for a data network in
your offices then it might be possible to use existing wiring and broadband connections.

Londonlink can provide a wide range of broadband solutions using its own network from ADSL to
leased line circuts.

We can provide and install the necessary network at your premises using one of our Partners who will
provision and test the installation, effectively guaranteeing a turnkey solution.

Unlike traditional phone,s VoIP phones can be moved from premises to premises with no further
configuration, which gives you an unprecedented flexibility when planning your business.

We would be happy to supply or advise on the best route for you to go.

8 Number Ranges

Londonlink can provide the following range of numbers:

         0845 (local call rate charged)

         0870 (national Call rate charged)

         0871 (premium rate of 10 pence per minute charged)

         0800 or Free phone (you the customer pay for the incoming call)

You will be provided with you own range of numbers that you can take with you wherever you move
office as VoIP is not dependant on fixed wires. In addition it might be possible to rebate call revenue
on inbound calls depending on volumes of calls.

All of the above numbers are what’s termed non geographic i.e. they do not apply to a region of the
UK like say a 0207 is Inner London. We can supply our customers with geographic numbers and would
be happy to discuss your requirement for these.

                                              Page 14 of 14
9 Londonlink’s Hosted PBX Features

Call Answering


The auto-attendant is a central part of the Londonlink’s Hosted PBX system. This is the part of the

system that initially answers the incoming calls, eliminating the need for a full-time receptionist.

Callers hear a custom business greeting, and then are given options for routing their calls.

Londonlink’s Hosted PBX gives many options for call routing, including:

             A specific extension number/employee

             An ACD queue (dial 1 for sales, 2 for support, etc.)

             Select an employee by first or last name from a company directory

             Enter a tele-conference using the conference rooms

             Transfer to an information extension, such as a message giving driving directions or
             office hours

You can customize the response of the auto-attendant through your custom greeting.

Custom greeting

The message heard by callers when the auto-attendant answers incoming calls can be changed to

meet your specific needs. You can also use the custom greeting to help callers find the people or
information they want. For example, you can direct callers to an ACD queue (dial 1 for sales, 2 for

support, etc.) if they know the department they want, but not the name of an individual, or give them

access to a company directory.

Music/info on hold

Improving your company image can be as easy as playing a little music. While callers are waiting to

be connected to an extension, they can listen to music or a recorded message. Choose music from a

wide variety of interesting titles, or generate excitement with a promotional message.

                                              Page 15 of 15
Automated directory

Callers can be given access to a company directory when they don't know a specific extension

number. You have the option to base the dial-by-name directory on either the first name or the last

name of the employee.

Londonlink’s Hosted PBX removes the administrative pain of setting up and maintaining the company
directory by handling this activity automatically. To set up and automate the company directory,

employees need to make sure that they record their own name to greet callers. Extensions with no

recorded name will not be listed in the directory.

Day and night modes

             You may want your phone system to act differently after business hours. With
             Londonlink’s Hosted PBX, you have several after-hours options, available at the click of a

             Change the greeting callers hear, but leave the system fully active. Callers will know that
             business hours are over, but may still try to connect to an extension. With follow-me
             calling, answering options, and voicemail each employee can decide if they want to
             continue to take calls or simply collect messages.

             Change the greeting and send all calls to voicemail. You'll know that messages have
             been recorded through our notification features.

             Leave the system in full operation, or put it back when the office opens again.

Direct Inward Dial

Direct Inward Dial (DID) is a well-know PBX function that allows calls to be routed directly to an

extension without going through the auto-attendant or hearing a greeting. Typical virtual phone

systems don't have the ability to allow this function, but Londonlink’s Hosted PBX isn't a typical virtual

phone system. We're better.

Music jukebox

Music-on-hold from Londonlink’s Hosted PBX means lots of choices. You can select the music you want
callers to hear, from classical to Rock and Roll. Whether you want callers to hear Fleetwood Mac or
Tchaikovsky, we can make it happen.

                                              Page 16 of 16
Call Routing

Virtual extensions

In most systems, extensions are assigned to physical telephones. Employees have to be at their

phones to receive calls. With Londonlink’s Hosted PBX™, extension numbers are assigned to people,
and the people let the system know what phone (or phones) they want calls routed to. This is an

important difference, and it gives our system tremendous power while giving your company

tremendous flexibility.

In the Londonlink’s Hosted PBX system, calls can be routed to any phone, of any type, anywhere in
the world. Incoming business calls can be taken by employees who telecommute from home offices,

or by those who work in branch offices, without the need for extra hardware, expensive tie lines, or

complex system configuration and management. And employees who travel or work from remote sites

can automatically receive business calls on their cellular phones.

While employees can work from anywhere, the caller experience is unchanged. Callers still dial the

main business number, they still hear your business's custom greeting, and they still dial the same

extension number or ACD queue. Calls are then routed to the phone number the employee has listed

as the number where he or she wants to receive calls.

Follow-me calling

With follow-me calling, extension owners (employees) create a list of phone numbers where they
might be reached, such as the number of the phone at their desk, their home office, or their cellular

phone. One of these numbers will be set as the default number that the Londonlink’s Hosted PBX

system sends every call.

If the employee enables follow-me, calls not answered at the default number will then be transferred

to any other enabled numbers on the follow-me list, as the system attempts to “find” the employee

and connect the call. If no one answers any of the numbers, callers are routed to the employee's

central voicemail.

With follow-me from Londonlink’s Hosted PBX, you never have to miss an important call because

you're on the road. We can reach you in any location there is a phone.

Setup for follow-me is easy, and it's done through our web-based management tool. You can change

your number list, change the default number, enable or disable any of the numbers from taking calls,

and more.

                                             Page 17 of 17
Phone-type freedom

Because Londonlink’s Hosted PBX is a hosted service, not a physical PBX, we can connect calls to a

wide range of phone types; we can even use existing analogue phones using a ATA’s.

Londonlink is always expanding its range of acceptable lP phones as more manufacturers enter the

VoIP market

In-house PBX systems are not only expensive and difficult to maintain, they have limited connection
capabilities. With premises equipment, connecting with outside employees or branch offices is either

very expensive or impossible. Going virtual increases your options while reducing your costs.

Advanced transfers

Sometimes the caller you are speaking with needs to talk with someone else in the company. Most

virtual phone systems can't do transfers of any kind, and callers are required to call back in to the

main number and ask for another extension. With Londonlink’s Hosted PBX, you can transfer callers
anywhere in the system: - to another employee, to the operator, or to an ACD queue. You can even

drop calls into your voicemail so callers can record their phone number, address, or other important


Intelligent routing

Some businesses want to route calls to an extension or ACD queue that is not a standard business

function. Instead of wanting calls to go to a generic support queue, for example, the company might
want the customer to enter their zip code or a product model number or other designator to

determine who should answer the call. Our intelligent routing option lets route calls automatically

based on a wide set of user inputs up to nine digits in length. Ask the user to spell out a product
name, a company name, or an account number. The possibilities are limitless with Londonlink’s

Hosted PBX.

Mail-only extensions

Mail-only extensions are used when you want to have callers receive a specialized pre-recorded

message, but you don't want anyone to answer the phone. For example, you might an extension that

callers can reach to get company business hours or driving directions. These reduced-cost extensions
can be enabled to take voicemail messages which can then be forwarded by email to anyone in the

company, or retrieved on the web. Alternatively, you can turn off the voicemail capability, and once

the callers hear the extension's message, they will be routed back to the auto-attendant.

                                             Page 18 of 18
User Experience

Caller ID and call preview

When a user receives a call from the Londonlink’s Hosted PBX™ system, a preview of information

about the call can be verbally announced, before the call is actually connected. System administrators

can select among five different details that can be include in the announcement:

        Caller ID. By announcing this information in the call preview, users can know the phone
        number from which the incoming call originated. This is a verbal announcement, digit-by-
        digit, not an electronic signal that is readable by phone equipped with caller ID.

        Company name. This announcement is the name of the company that owns the
        Londonlink’s Hosted PBX, not the name of the company calling. This information is usually
        used by companies that have more than one inbound number. See the multi-number option
        feature for more detail.

        Extension owner name. Knowing who the call was originally sent to is useful if follow-me
        calling has been invoked from several people to one extension. For example, a secretary
        might be asked to answer all calls from the executive staff while a meeting takes place. Each
        executive's follow-me list would be updated to send calls to the secretary, and then the
        secretary would take calls for each executive, while knowing who the caller was trying to

        Call screening. The Londonlink’s Hosted PBX administrator has the ability to enable or
        disable call screening for the entire company. If it is enabled, each employee can decide
        whether to turn screening on or off. When call screening is on, callers are asked to state their
        names before the call is transferred to the extension owner. This way the extension owner
        can know exactly who the caller is before picking up the call.

        ACD queue name. Inclusion of this information allows agents who answer more than one
        ACD queue to know which queue the customer called in on. This is especially useful when
        employees usually support one main queue but are sometimes used to help out another

Easy, web-based extension configuration

While overall system configuration is done by a system administrator, making sure that the business

maintains its professional presence, many functions and features are controlled directly by each
extension owner. This gives tremendous flexibility to the employee, while reducing the load on the

                                            Page 19 of 19
administrator. Typical configuration activities by extension owners include establishing follow-me lists,

setting voicemail and fax forward options, checking voice and fax messages, and logging into ACD


The web configuration tool is straightforward and easy to use. And most employee functions can also

be done from any touch-tone telephone.


There are times when you don't want your phone to ring, and want callers sent directly to voicemail.

To meet this need, Londonlink’s Hosted PBX allows extension owners to mark their extensions as


Voicemail on busy

You can route an inbound call to voicemail if you are own the phone and have a different message

form the Do not disturb message.

You can even take the second call and put the first call on hold if you choose.

Voice and Fax Mail

Never full

Many systems have limited voicemail storage, and callers often get a recording that tells them they
cannot leave a message because the voice mailbox is full—which can be embarrassing and

unprofessional. It also means that important messages aren't left, and callers feel frustrated and

unsure of what to do next.

With Londonlink’s Hosted PBX™, your callers never have to hear that recording. We automatically

open more message space for you when your space gets full, moving older messages out to make

room for newer messages. The older messages are kept for seven days, giving you ample time to

retrieve them.

Centralized messages

Some people have several phones, each with its own voicemail. When they want to check their

messages, they have to search through each system separately. Londonlink’s Hosted PBX lets you
centralize all the messages in one place. Using follow-me calling, your calls can be routed to any

phone you choose, and if you don't answer at any number, callers are sent to your personal voicemail.

                                             Page 20 of 20
The callers hear your custom greeting, and then can leave a message in your personal, centralized

mailbox. You don't have to search through multiple systems, you just look in one place.

Personal greetings

Instead of canned messages, Londonlink’s Hosted PBX allows you to customize the greeting that you

give callers. Let your personality shine through. Be professional or laid-back, it's your choice. You

record your own voicemail greeting, so callers hear your voice and you can say anything you want.


Many times, knowing that you've got messages is critical. The Londonlink’s Hosted PBX system
includes multiple ways to let you know a voice message or fax is waiting. You can receive email

notification, pager signals, and web alerts. By using text messaging, your cell phone can even know

when you've received a fax.

Get voicemail anywhere

You have many choices for message retrieval with Londonlink’s Hosted PBX. Naturally, you can get

your voicemail from any touchtone telephone, but you can also have your messages routed to your

email as .wav files, and you can listen to them from your computer. The voice messages are also

available through our web tool and you can retrieve them from any computer with web browsing

capability and speakers.

Fax viewing options

Londonlink’s Hosted PBX handles incoming faxes automatically, without the need for a fax machine.

The faxes are delivered as .pdf files, and can be viewed through our web tool, or forwarded to your

email for viewing. Please note that outgoing faxes are not part of the system at this time.

Automatic callback

Many times we want to call back the person who left us a voice message, but the caller didn't leave a
phone number. With Londonlink’s Hosted PBX, you can return a call to the phone number from which

the message was left at the push of a button. Our phone menu tells you how.

                                              Page 21 of 21


Every Londonlink’s Hosted PBX™ system includes the ability to enable teleconferences on demand.

When enabled, conferences can be started at any time, without the need to schedule a conference in

advance with a conference provider. With Londonlink’s Hosted PBX conferencing, the days of

teleconference reservations are over.

Every extension

Conferencing can be made available for every extension in the Londonlink’s Hosted PBX system, or

this privilege can be granted only to select extensions. Once enabled, each extension has its own

private conference room, and conferences can be conducted at any time, regardless of other

conferences in existence at other extensions.

Flexible security

While starting a Londonlink’s Hosted PBX conference can be as easy as pushing a key and entering

the extension number where the conference is being held, security is not an issue. The extension

owner can see visually, on a computer screen, the caller ID of anyone in the conference at any time.

The owner can also lock the conference, not allowing anyone else to join, or password-protect the

conference whenever needed.

Easy to use

A teleconference can be started at any time. Callers simply indicate a desire to join a conference by

pressing a particular phone key and then entering the extension number. The extension owner is the

conference moderator, and the conference will actually start when the moderator enters the

conference. Until then, callers are not connected, so the moderator has full control. Callers don't need

to enter a PIN number, and there is no system scheduling needed to set up a call.

Other Features

Call blocking

This feature lets you identify certain phone numbers, exchanges or area codes from which you will not

take calls. In addition to saving you time and frustration from spammers, Call blocking saves you
money, because you don't have to pay for incoming calls you don't want. Wouldn't it be nice to ignore

some calls when you know the caller is just trying to harass your employees? Wouldn't you like to

save money by not paying for calls from an area where you can't do business? Does your existing PBX

system give you this capability? You can get it from Londonlink’s Hosted PBX™.

                                             Page 22 of 22
Dynamic operator assignment

Londonlink’s Hosted PBX gives you the flexibility to change who the “operator” is at any time. Most

PBX systems route calls to specific phones, not to people. Our Londonlink’s Hosted system can route

the call to any phone, anywhere, and can change the phone number to which calls are routed for a

particular extension at any time. If your normal operator is going to be out for a while, simply re-

assign the extension that is called when someone dials “0” for the operator through our browser-

based web tool.

Call detail records

Managing your phone system is important to both business efficiency and cost control. If you don't

know how many calls are coming in, how many are being handled, or how long callers have to wait to
be connected, how can you improve your response? Also, phone expenses need to be controlled or

they can seriously hurt your business. Londonlink’s Hosted PBX will give you complete records of all

calls that come into the system, including call date and time, the incoming Caller ID, what extension
or ACD queue the call was routed to, the caller ID of the phone that answered the call, how long the

call was, and more. This information is delivered to you electronically in two formats—an easy-to-read

HTML format that you can view from your web browser, and a text version that you can enter into

other programs for processing.

                                             Page 23 of 23
10 The Phones

Polycom Soundpoint IP600

Six-line convenience with unsurpassed hands-free voice quality and a high-resolution

The SoundPoint® IP600 is your best choice for a standards-based Voice over IP phone. It is ideal for
users requiring multiple lines, and it delivers both traditional phone capabilities and new, converged
applications to your business desktop.

Equipped with a two-port Ethernet switch and auto-sensing Power over Ethernet circuitry, the
SoundPoint IP600 installs easily. It provides a flexible IP communications solution delivering excellent
voice quality. An intuitive user interface offers dedication, single-button access to common telephony
features. The high-resolution display supplies content for call information, directory access, system
status, and future applications.

  The Polycom IP600 supports Asterisk, Broadsoft and Sphericall. The Polycom IP600 supports SIP &

                                             Page 24 of 24
Polycom Soundpoint IP500

The power of a network. The simplicity of a phone.

Whether you choose to deploy MGCP or SIP standards, Polycom offers a solution that fits all of your
business communication needs. The SoundPoint® IP500 delivers a Voice over IP phone that
seamlessly integrates with IP PBX and Softswitch vendors’ IP solutions.

An intuitive user interface offers dedicated, one-button access to common telephony features, and an
information-rich display delivers content for messaging, call information, directory access, and
applications. The SoundPoint IP500 offers superb voice quality when used in handset, headset, or
speakerphone mode. Plus, as protocols develop and standards evolve, it’s easy to update the phones
in the field via a software download, enabling new features and functionality.

 The Polycom IP500 supports Asterisk, Broadsoft and Sphericall. The Polycom IP500 supports H.323,
                                              SIP & MGCP

                                             Page 25 of 25
Polycom Soundpoint IP300

High-quality entry-level desktop business IP phone.

The Polycom SoundPoint IP300 is a two-line desktop IP phone that delivers remarkable value. Similar
in sound quality and ease-of-use to the Polycom SoundPoint IP500 and SoundPoint IP600, the
SoundPoint IP300 offers users an entry-level high quality choice for their IP telephony needs.

Working jointly with our IP Telephony Technology Partners, the SoundPoint IP300 supports core
enterprise functionality. The Polycom SoundPoint IP300 provides an easy transition from traditional
PBX features and functionality into the world of Voice over IP with 10 dedicated hard keys and 3
context sensitive soft keys. An intuitive user interface offers one button access to common telephony
features, and an information-rich display delivers content for messaging, call information, directory
access, and applications. Suitable for everyday users, the SoundPoint IP300 offers excellent voice
quality when used with a handset or in headset mode. This enhances the productivity of your
business phone calls, because you can spend less time trying to understand what other people are
saying, and more time communicating with them.

The Polycom IP300 supports Asterisk, Broadsoft and Sphericall. The Polycom IP300 supports SIP &

                                             Page 26 of 26
Cisco 7940G IP Phone

Cisco Systems is the true market leader in state of the art Voice over IP Telephony products and
solutions. The Cisco IP Phone 7940G (CP-7940G) is a key offering in the Cisco 7900 series IP phone
portfolio providing rock solid stability and advanced features that are synonymous with the Cisco
brand. The CP-7940G is designed to meet the communication needs of today’s office environment
capable of handling medium to high traffic volume. It is identical to the 7960G except it only has two
programmable line or feature buttons which can handle 4 simultaneous calls instead of twelve. The
7940G includes a large pixel based LCD display, full duplex speaker phone and an internal Cisco
Ethernet switch. The internal two port Ethernet switch allows a computer and the phone to be daisy
chained, reducing the amount of cabling and Ethernet jacks needed for the office. The system
administrator can designate separate virtual LANs (VLANs) (802.1Q) for the PC and the IP Phone
providing improved security and reliability of voice and data traffic. The Cisco IP Phone 7940G
supports inline Power over Ethernet (PoE) which eases installation and reduces clutter in the
workspace. The foot stand is adjustable from flat to 60 degrees to provide optimum display viewing
and comfortable use of all buttons and keys. The foot stand is also keyed to match standard wall jack
configurations for wall mounting. The Cisco IP Phone 7940G is ‘multi-protocol enabled’ supporting
Session Initiated Protocol (SIP), Media Gateway Control Protocol (MGCP), as well as Cisco’s
CallManager Skinny Client Control Protocol (SCCP). A dedicated headset port eliminates the need for a
separate amplifier when using a headset. This allows the handset to remain in its cradle, making
headset use simpler. The Cisco IP phone's convenient volume control button provides for easy decibel-
level adjustments for the speakerphone, handset, headset, and ringer. The handset in Haring Aid
Compatible (HAC) and meets FCC loudness requirements for Americans with Disabilities Act (ADA).
Section 508 loudness requirements can be achieved using industry standard inline handset amplifiers
such as Walker Equipment W-10 or CE-100 amplifiers. Other features include:

2 programmable line and feature buttons
24+ user-adjustable ring tones
Comfort noise generation and voice activity detection (VAD) programming on a system basis
Adjustable display contrast
Integrated headset jack
The graphic capability of the display allows for the inclusion of such features as XML (Extensible
Markup Language) and future features.

                                             Page 27 of 27
Cisco 7960G IP Phone

Cisco Systems is the true market leader in IP Telephony delivering unsurpassed features and
reliability that are synonymous with the Cisco brand. The Cisco IP phone 7960G (CP-7960G) is
designed to meet the communication needs of a professional worker and can handle the high demand
of today’s office environment. It is a key offering in the Cisco 7900 series portfolio providing small,
medium and enterprise customers with advanced features and rock solid stability. The 7960G
includes a large pixel based LCD display, full duplex speaker phone and an internal Cisco Ethernet
switch. The internal two port Ethernet switch allows a computer and the phone to be daisy chained,
reducing the amount of cabling and Ethernet jacks needed for the office. The system administrator
can designate separate virtual LANs (VLANs) (802.1Q) for the PC and the IP Phone providing
improved security and reliability of voice and data traffic. The Cisco IP Phone 7960 G supports inline
Power over Ethernet (PoE) which eases installation and reduces clutter in the workspace. The foot
stand is adjustable from flat to 60 degrees to provide optimum display viewing and comfortable use of
all buttons and keys. The foot stand is also keyed to match standard wall jack configurations for wall
mounting. The Cisco IP Phone 7960G is ‘multi-protocol enabled’ supporting Session Initiated Protocol
(SIP), Media Gateway Control Protocol (MGCP), as well as Cisco’s Call Manager Skinny Client Control
Protocol (SCCP). A dedicated headset port eliminates the need for a separate amplifier when using a
headset. This allows the handset to remain in its cradle, making headset use simpler. The Cisco IP
phone's convenient volume control button provides for easy decibel-level adjustments for the
speakerphone, handset, headset, and ringer. The handset in Haring Aid Compatible (HAC) and meets
FCC loudness requirements for Americans with Disabilities Act (ADA). Section 508 loudness
requirements can be achieved using industry standard inline handset amplifiers such as Walker
Equipment W-10 or CE-100 amplifiers. Other features include:

6 programmable line and feature buttons
24+ user-adjustable ring tones
Comfort noise generation and voice activity detection (VAD) programming on a system basis
Adjustable display contrast
Integrated headset jack
The graphic capability of the display allows for the inclusion of such features as XML (Extensible
Markup Language) and future features.

                                              Page 28 of 28

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