A Comprehensive guide to our Hosted PBX VOIP Solutions Page 1 of 1 Contents 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 dramatically. 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 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 employee 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 scalability. 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 equipment. 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. Scalability: 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 Functionality 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 Auto-attendant 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 button: 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 information. 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 reach. 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 function. 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 queues. The web configuration tool is straightforward and easy to use. And most employee functions can also be done from any touch-tone telephone. Do-not-disturb 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 unavailable. 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. Notifications 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 Conferencing Conference-on-demand 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 display 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 & MGCP 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 & MGCP 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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