VIEWS: 6 PAGES: 16 POSTED ON: 8/24/2011
SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 BT CONFERENCING SERVICES – Government Conferencing Discount Scheme SERVICE SCHEDULE Option 2– Multi-Media Minute Audio and Webconferencing Services BT Conferencing VERSION: 1.3 PAGE 1 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 Table of Contents 1. INTRODUCTION ............................................................................................................................ 3 1.1 Background 3 1.2 Definition of Terms 3 2. REGISTRATION FOR THE SERVICE ........................................................................................... 3 2.1 Registration Process 4 3. SERVICE WRAP ............................................................................................................................ 4 3.1 Service Branding 4 3.2 Customer Website 4 3.3 Ongoing User Communications 5 3.4 Billing 5 3.5 Reporting 5 3.6 Help Desk 5 4. BT MEETME WITH GLOBAL ACCESS ........................................................................................ 5 4.1 Service Outline 5 4.2 System Requirements 6 4.3 Access Methods 6 4.4 Call Entry and Call Flow 7 4.5 Features 7 4.6 Recording Facility 8 4.7 Conference Customisation and Web Control 8 4.8 Support Desks 8 4.9 Disaster Recovery 9 5. BT WEBCONFERENCING POWERED BY MICROSOFT OFFICE LIVE MEETING ................... 9 5.1 Service Features and Functions 9 5.2 Supported Operating Systems and Requirements 10 5.3 Compatible Operating Systems for Web Access 11 5.4 Recording and Playback 11 5.5 Network Uptime 12 5.6 SUPPLEMENTARY CONDITIONS 12 6. BOOKED AUDIO CONFERENCING SERVICES ........................................................................ 12 6.1 Service Outline 12 6.2 System Requirements 12 6.3 Registration Process 12 6.4 Conference Scheduling 12 6.5 Call Entry and Features by Service 13 6.6 Call Entry 13 6.7 Access Methods 14 6.8 Presenter and Attendee 14 6.9 Features 14 VERSION: 1.3 PAGE 2 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 1. INTRODUCTION 1.1 Background This Schedule defines the Service to be provided by BT to the Customer within the Contract. This comprises the following individual component conferencing services: a) Multi-Media audio and web conferencing comprising a package of BT MeetMe with Global Access reservationless audio conferencing service and BT Webconferencing Powered by Microsoft Live Meeting b) BT Express, BT Plus and BT Premium pre-booked audio conferencing service 1.2 Definition of Terms For the purposes of this Schedule, terms defined in the Contract shall have the same meanings in this Schedule as are given to them in the Contract and specific terms relating to individual service elements shall also be used as defined in the appropriate sections of this Schedule. Term Definition Account means the identifier that BT assigns the Customer‟s employees, under which Services from BT are assigned and against which all payments are requested. Attendee A Participant who is listening to an Audio Event Conference but is not able to present material Live Meeting means the web conferencing service component provided under this Contract and is the BT Web Conferencing Service powered by Microsoft Office Live Meeting service Microsoft means PlaceWare Inc a wholly owned subsidiary of Microsoft Corporation BT Conferencing means the business unit of BT that provides conferencing services. BT MeetMe means the on-demand audio conferencing service provided under this Contract. BT Conference Co-ordinator means the BT employee who will assist during the audio conference. Chairperson the Participant who is running or managing an audio conference and who must be registered as such to use the Service. Global Access the means by which Participants dial into an audio conference call outside the UK, through an in-country toll or toll-free number. Help Desk the Help Desk available for the Service Participant a person using the Service Presenter the person presenting the visual information to the audience in a webconference Third Party Information means data, information, video, graphics, sound, music, photographs, software and any other materials (in whatever form) not owned or generated by or on behalf of the Customer, that is published or otherwise made available by the Customer using the Service User Individuals permitted by the Customer to be allocated an Account and to be a Chairperson on one or more of the components of the Service Welcome Pack the information about the Service that is distributed to the Users after a new account is opened. 2. REGISTRATION FOR THE SERVICE The Customer will place an order for the service and configure the component elements for which their Users may register using the Order Form. VERSION: 1.3 PAGE 3 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 All Users must be registered to use the BT MeetMe service and BT Webconferencing Powered by Microsoft Live Meeting. Users may also register to use all of the pre-booked audio conferencing services - BT Express, BT Plus and BT Premium. 2.1 Registration Process The Users must register with BT in order to obtain an Account and act as a Chairperson and to host conference calls. 2.1.1 Bulk Upload Registration Large groups of over 50 new users – especially when the Customer places the initial order - that require registration for the Service will be provisioned with Accounts through a bulk upload into BT‟s systems. The Customer will be responsible for providing details of all Users, in a format defined by BT on the order form. BT will then provision the new Accounts and send a Welcome Pack to each User. 2.1.2 Web Registration BT will provide and host a website allowing Users to register for the Service. Following the receipt of a valid web registration request, BT will provision an Account and send the Welcome Pack to the User. 2.1.3 Telephone Registration Users can register for an Account by contacting the Help Desk using a telephone number to be supplied to the Customer by BT. Following successful registration, BT will send a Welcome Pack to the user. 2.1.4 E-mail Registration Users can register for an Account by contacting the Help Desk using an e-mail address to be supplied to the Customer by BT. BT may contact the users to validate the information required. Following successful registration, BT will send a Welcome Pack to the User. 3. SERVICE WRAP 3.1 Service Branding Each Customer will be registered to use the existing branded version of the Service appropriate to its area of Government. This branding will include some areas of customisation within the service components (described in each individual service component section) and the following areas relating to all Service delivery. Any Customer with MeetMe usage in excess of 2M minutes per month may be considered for a new brand identity. Brand name Internet mini-site Marketing collateral supporting service launch and use including posters for display in Customer‟s buildings Welcome Pack comprising a welcome e-mail including account details and service information User communications e-mails Helpdesk telephone number and e-mail address 3.2 Customer Website BT will provide and host a website available for the Customer‟s users. This website will be Customer branded as described in Section 3.1 and will contain information about the products and services provided by BT as well as functionality for Users to manage their Account. The Website will include to the following features and information: a) Account Registration VERSION: 1.3 PAGE 4 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 b) Overview of Services c) User guides d) FAQs e) Global Access Numbers f) Access to Training g) Conferencing Helpdesk and Support The Customer Website will be provided in English. 3.3 Ongoing User Communications Registration information for Users will include an e-mail address. The Customer must enable their e- mail system to receive marketing e-mails from BT and enable delivery on their e-mail system to the Users. Users will receive messages to assist them in using the Service more effectively – maximum of 1 e-mail per week. a) Invitations to training b) Account reminders c) Key functionality d) Reasons to use e) Security information f) Best practice information g) Further help information These communications will be provided in English 3.4 Billing The Customer will receive one bill per month from BT for usage as described in the Charges Schedule. If the Customer has several departments or groups, these can be set up with subsidiary cost centre codes at the time of order placement. Usage against these cost centres can then be reported using the View My Bill Online tool. The Customer is responsible for ensuring that staff migration between cost centres are notified to BT. 3.5 Reporting The Customer will have access to BT‟s View My Bill Online tool and will be provided with a monthly report as shown at: http://www.btconferencing.com/localgov/pdf/clients/localgov/VMBOL- SampleReports.xls 3.6 Help Desk A Help Desk is available 24 hours a day, 7 days a week via phone and e-mail branded as described in Section 3.1. This will be accessible via phone and e-mail. 3.6.1 Support Desk Languages All support desks for the Service will be provided in English only. 4. BT MEETME WITH GLOBAL ACCESS 4.1 Service Outline BT MeetMe is a reservationless audio conferencing service configured to a maximum of forty Participants in any one conference call. Following registration of Users with an Account, the service will be used by the Customer‟s own employees as well as with participants from external organisations. No advanced booking is required and the services are available 24 x 7. VERSION: 1.3 PAGE 5 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 The provision of the Service is at all times subject to the availability of appropriate facilities and BT will make all reasonable endeavours to ensure its availability to the Participants. In the event of a technical or operational issue BT will try to restore the Service as quickly as possible and will invoke disaster recovery as described in section 4.9 if necessary to achieve this. 4.2 System Requirements Participants require access to a touch-tone dialling (DTMF) telephone which is the type of telephone where a low steady tone is heard in the receiver. Web enhanced access to the Service is available. Participants require a PC, connection to the Internet and an installed web browser of Netscape 4 or Internet Explorer 4 or above. BT reserves the right acting reasonably to change the system requirements but will give as much notice as possible before doing so. 4.3 Access Methods The BT MeetMe service can be accessed by dialling into the Service using either a Toll or Toll-Free access number provided by BT, or by the Chairperson dialling out to participants from within the conference call. 4.3.1 Toll Dial-In Access Participants dial-in using an in-country toll access number, enter the Chairperson or Participant passcode provided by the Chairperson followed by „#‟. The Participant pays the transport cost from their calling location to the BT toll access number. The Chairperson‟s Account is charged for any additional Global Access charges where relevant to cover the international connection to BT‟s audio conferencing bridge. 4.3.2 Toll Free Dial-In Access Participants dial-in using an in-country toll-free access number, enter the Chairperson or Participant passcode provided by the Chairperson, followed by „#‟. The Participant does not pay any transport cost for accessing a local in-country toll-free number, though there are exceptions depending on the network being used - some mobile operators for example charge for calls to Toll Free numbers. The Chairperson‟s Account is charged for any additional Global Access charges where relevant to cover in- country toll-free number and the international connection, where applicable, to BT‟s audio conferencing bridge. 4.3.3 Dial-Out Access Dial-Out access to the BT MeetMe service is available as an optional feature of the BT MeetMe service. Available to the Chairperson only, this is initiated by a DTMF command on the telephone keypad once in the conference call, or via WebEx or Live Meeting audio integration, or MeetMe Mobile Controller or MeetMe Desktop Controller. The Chairperson validates their dial-out request by providing the Participant passcode before being prompted to enter the number to be dialled. The Chairperson is then returned to the audio conference and the new Participant will be joined to the audio conference if they accept the invitation. Additional charges will apply to this feature as described in the Charges Schedule. 4.3.4 Click to Conference The Click to Conference features in WebEx, Live Meeting and Outlook requires integration with Customer software and an Internet Protocol link between the Customer‟s and BT‟s networks. The Customer is responsible for arranging for any changes required to the Customer‟s network including arrangements with and payment of 3rd parties where these may be necessary. These features initiate dial from the conference bridges as described in 4.3.3 and charges are incurred accordingly. VERSION: 1.3 PAGE 6 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 4.4 Call Entry and Call Flow The call entry process is as defined below. a) After dialling the appropriate access number, the Participant will be prompted to enter their passcode followed by the ‟#‟ key. b) Participants are then prompted to record their name followed by the „#‟ key. c) The entry of the Participant to the conference is preceded by announcement of the recorded name. d) If Participants arrive in the audio conference before the Chairperson, they will be put on hold listening to music until the Chairperson joins the call. Communication between Participants is not allowed whilst on hold. 4.5 Features The following sections describe the in-conference features available to Participants and the Chairperson during a BT MeetMe call. All features are performed using the telephone keypad. Certain features can be configured or disabled by default or for each individual user upon agreement with BT. 4.5.1 All Participants DTMF Function Operation Control *0 Operator Assistance Call for help at any time and a Conference Coordinator will offer assistance *4 Adjust Line Volume Allows Participant to equalise the volume of their phone line *6 Self Mute This option will silence the Participant‟s line, but they will still be able to hear everyone else. #0 Conference Help Menu On line menu listing features available to the Participant. 4.5.2 Chairperson Only DTMF Function Operation Control #1 Participant Roll Call Plays back all name recordings to the audio conference for security or awareness. #2 Participant Count Indicates the total number of Participants on the audio conference. #3 Chairperson Dial Out The Chairperson can dial out to add additional Participants to the audio conference. The Chairperson validates their dial-out request by keying in the Participant passcode before being prompted to enter the number to be dialled. The Chairperson is then returned to the audio conference and the new Participant will be joined to the audio conference if they accept the invitation. Additional charges will apply to this feature. #9 Chairperson Hang-up This feature allows participants to continue on a On/Off (Conference conference call after the chairperson has left. Continuation) Although this feature can be set as part of the default bridge settings, #9 also allows the feature to be turned on or off for an individual conference call. ## End Conference Ends the audio conference and ejects all Participants from the audio conference. *2 Stop Audio Message Stops any system message, e.g. Roll Call, part way through playback if too long or requested in error. VERSION: 1.3 PAGE 7 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 DTMF Function Operation Control *5 Mute/Un-Mute all Places the audio conference in presentation Participants mode (mutes all Participants.) *7 Conference Lock and Conference locking prevents anyone, including Unlock the Conference Co-ordinator, from gaining access to the audio conference. *8 Recording Initiates or stops recording of the audio conference call. This call is for use by Logica employees on Logica Group Conference only. 4.6 Recording Facility 4.6.1 Recording a Call During the conference call, the Chairperson presses * then 8 on their telephone keypad to start or stop recording of the meeting. There is a separate charge per conference for this feature. 4.6.2 Accessing a Recording When the meeting ends, the Chairperson will receive an e-mail with a web link to a website where they can download the recording. They will be required to enter both the Chairperson and Participant passcodes and a security verification code to access the recording. The Chairperson can then download the recording onto their computer in .WAV format. The recording will be stored on the system for 30 days and will then be automatically deleted. 4.7 Conference Customisation and Web Control 4.7.1 Mobile Controller An application that, once downloaded via a link from BT‟s website at http://www.btconferencing.com/localgov/meetme/userguide/mobilecontroller/ onto a compatible mobile device, allows the Chairperson to control and manage the BT MeetMe – Global Access Service in real time. Provision of this application is subject to agreement and adherence to an end user licence agreement. Mobile Controller is a chargeable feature if used to monitor or initiate a dial out connection to a MeetMe conference based on when the first person joined the MeetMe to when the last one disconnects. This charge is in addition to charges for any audio connections to a conference initiated using Mobile Controller. 4.7.2 Outlook Add-in An add-in application that, once downloaded via a link from BT‟s website at http://www.btconferencing.com/localgov/meetme/outlookaddin/ onto a compatible PC, allows the User to add their MeetMe details and access numbers into e-mails and calendar invitations. 4.7.3 Desktop Controller An application that, once downloaded via a link from BT‟s website at http://www.btconferencing.com/localgov/meetme/desktopcontroller/ onto a compatible PC and added to the Outlook Add-In, allows the Chairperson to control and manage the BT MeetMe – Global Access Service in real time. Provision of this application is subject to agreement and adherence to an end user licence agreement. There are no additional charges for using the Desktop Controller feature, although any audio connections to a conference initiated using Desktop Controller will incur charges as usual. VERSION: 1.3 PAGE 8 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 4.8 Support Desks 4.8.1 In Call Support - *0 A Conference Co-ordinator will provide a single point of contact for support and assistance during the audio conference by pressing * followed by 0. The Participant requesting assistance will be taken out of the main conference and the assistance function will not impact on the conference call. This facility is available 24 hours a day, 7 days a week. 4.9 Disaster Recovery BT will provide additional facilities to the customer for use in the event of the loss of service of the BT MeetMe audio conferencing bridge. This will typically by managed in the following way, but BT reserves the right to use alternative methods to restore service to the Customer: 4.9.1 Disaster Recovery Mode Disaster Recovery will comprise transfer and delivery of the Customer‟s BT MeetMe services from the normal audio conference bridge to suitable alternative audio conferencing bridge "Disaster Recovery Bridge" in a separate location. This process will be invoked in the event of a serious infrastructure or network access problem affecting the normal audio conference bridge and will be managed in accordance BT‟s standard operating procedures. 4.9.2 Transfer of Service The conference access numbers for the affected services will be re-routed by BT to the Disaster Recovery Bridge at the start of Disaster Recovery. The *0 element of the Helpdesk will be re-routed to the Disaster Recovery Bridge in order to be able to provide in-call support during the disaster recovery period. This will be reversed when transferring back to the normal bridge at the end of the disaster recovery period. 4.9.3 Service Impact The Service will be unavailable for Users while network is being re-routed to and from the Disaster Recovery Bridge For the avoidance of doubt this will be classed as unplanned outage time unless the transition has been agreed with the Customer as part of a planned maintenance event. Once Service has been transferred, the period during which it is operating on the Disaster Recovery Bridge will be classed as normal service operation – whether as part of planned or unplanned maintenance. All usage will be chargeable whilst in DR Mode. 4.9.4 Service Differences As BT may be using a different bridge to support disaster recovery there could be some variations from normal Service for Users depending on the default bridge settings of individual Users: There will be no branding for customers in DR mode. The welcome prompt and conference settings may vary from the Customer's default settings New accounts registered while the Service is in disaster recovery mode will not be able to use the Service until the Service is re-instated to the normal conference bridge. 5. BT WEBCONFERENCING POWERED BY MICROSOFT OFFICE LIVE MEETING 5.1 Service Features and Functions Live Meeting provides the ability to share a PC desktop with a group of individuals for the purposes of collaborative working and presentations. VERSION: 1.3 PAGE 9 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 Live Meeting uses advanced secure sockets layer encryption as standard. Table of included service features Service Features Number of participants Total number of participants that can join each meeting is – 1,250 Shared recordings Option to save recordings to the hosted Live Meeting service or download recording to be stored locally on your PC. Virtual Break out into discussion groups for one-on-one training or breakout rooms * team activities. Presenters or trainers can easily move between rooms and participate / supervise all discussions. Pre-meeting handouts Scan handouts and distribute them before and during meetings. Advanced Prepare tests, ask a variety of styles of questions (fill in the Testing/Grading blanks, true/ false etc) and provide instant individual results to participants. Compatible Microsoft 360-degree panoramic video function with the Microsoft Office RoundTable Round Table video device, enabling video conferencing between meeting rooms and remote participants. Integrated audio The service to dials out to link participants to the audio conferencing portion of the conference. Webcam video Show live webcam video of meeting participants/presenters during the meeting. Video (Rich Media) in Multimedia files can be easily uploaded to present. All media presentations clips are virus scanned by Microsoft Forefront before distribution to meeting attendees. Personal Recordings Recordings can be stored locally on the computer of the presenter or participant. Annotation tools Annotation tools, which include rich text, shapes, flowcharts, and fonts and colours can be used to edit documents. Shared Notes Pane Enables every attendee to view and edit shared action items to ensure everyone is in synch on key deliverables. * Audio conferencing is only available for break out rooms in conjunction with dial out audio. 5.2 Supported Operating Systems and Requirements The following table details requirements to use the Live Meeting Console. System Component Minimum Requirement Display Resolution Required: Super VGA 800x600 Recommended: Super VGA 1024x768 or higher Note: Microsoft® Windows® XP Tablet PC Edition portrait mode is supported. Operating System Windows Vista™ operating system, 32-bit Windows XP Professional with Service Pack 1 (Service Pack 2 recommended) Windows XP Professional x64 Edition in 32-bit mode Windows 2000 Professional with Service Pack 4 Windows Server 2003 with Service Pack 1 Computer/Processor Data and Voice: 500-megahertz (MHz) or higher processor, Intel Pentium-compatible For webcam video: 1 GHz or higher For Microsoft RoundTable™: 1.8 GHz or higher Memory 256 megabytes (MB) of RAM Recommended: 512 MB VERSION: 1.3 PAGE 10 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 System Component Minimum Requirement Disk Space Needed 125 MB for Installation Video Memory Video card with 64 MB of RAM (video RAM or VRAM) and Microsoft DirectX® application programming interface generation For VOIP Sound card, speaker, and computer microphone For Sending Video Webcam or Microsoft RoundTable device Bandwidth 56 kbps or better (Recommended: DSL or Cable high speed Requirements for internet access) Data Only 1 1 Bandwidth Minimum High-Quality Requirements for Voice 50 kbps 80 kbps Voice and Video Webcam 50 kbps 350 kbps RoundTab 100 kbps 700 kbps le Other Software Microsoft Office PowerPoint® 2002 or later presentation graphics program or Microsoft Office Standard Edition or Professional Edition Adobe® Flash® Player version 8 or higher to view Flash content in the meeting. On Windows Vista, Adobe Flash Player version 9.0.45 to view Flash content in the meeting. Windows Media® technologies player, version 9 or later (version is checked when the meeting client starts) to view Windows Media content in the meeting. 1 The required and recommended bandwidth speeds are cumulative. For example, if you want to use voice, webcam, and Microsoft RoundTable, the minimum bandwidth would be 50+50+100=200 kbps. 5.3 Compatible Operating Systems for Web Access Operating System Browser Java Virtual Machine Edition Windows XP SP1a Sun® 1.5.11, 1.6.x Internet Explorer® 6.0 with /SP2, Windows 2000 SP1 or SP2, Internet Explorer SP4, Windows 98 SE, 7, Firefox 2.0 Windows Vista MAC OS® X V10.4 Safari 2.0™ Apple® Java™ 1.4.2 MAC OS® X V10.3 Safari 1.3™ Apple® Java™ 1.4.2 Solaris 10™ Mozilla 1.7 Sun® 1.5.11, 1.6.x 5.4 Recording and Playback The following software is required for Office Live Meeting Replay: Adobe Flash Player version 8 or higher Windows Media® Player version 9 or later (version is checked when the meeting client starts) Live Meeting recordings are kept free of charge on the Conference Centre for a 90 day period only. After this time, the recording is deleted. Further product information can be found online at: http://www.btconferencing.com/localgov/livemeeting/ or any other on-line address that BT may advise the Customer. BT reserves the right to change the system requirements but will give as much notice as possible before doing so. VERSION: 1.3 PAGE 11 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 5.5 Network Uptime Currently, scheduled maintenance may be conducted between 6:00 p.m. Friday – 12:00 a.m. Saturday (PST) for the North American and European data centres. We will use commercially reasonable efforts to inform you if scheduled maintenance will be performed at other times. 5.6 SUPPLEMENTARY CONDITIONS a) The Customer is responsible for providing suitable computer hardware, software and telecommunications equipment and services necessary to access and use Live Meeting 2007. This Contract does not include the provision of telecommunications services (including access to the Internet) or hardware necessary to connect to Live Meeting. b) Neither BT, nor its suppliers are responsible for Customer Information transmitted through the use of Live Meeting 2007. The Customer accepts that BT is under no obligation to edit, review or modify the Customer Information or Third Party Information and that BT does not examine the use to which Live Meeting is put. c) Live Meeting must not be used in a way that would put BT in breach of the terms of any agreement BT has with any public telecommunications operator, notified in writing by BT to the Customer. d) If the Customer or anyone else, with or without the Customer‟s knowledge or approval, uses Live Meeting in contravention of paragraph 5.6 c), BT may treat the contravention as a material breach of the Contract and terminate without notice. e) The Customer acknowledges that any personal data used on Live Meeting may be held by BT and Microsoft. For the purposes of the Data Protection legislation, the Customer grants permission for BT and Microsoft to hold such information. f) The Customer agrees to accept the Microsoft End User Licence upon installation and use of the Live Meeting software and use of the Live Meeting service. 6. BOOKED AUDIO CONFERENCING SERVICES 6.1 Service Outline Booked Audio Conferencing Services will be delivered using the BT Express – automated entry conferences up to 20 participants and with limited available features BT Plus – attended entry conferences up to 20 participants and with more available features BT Premium – automated and attended entry conferences over 20 participants with full feature set available 6.2 System Requirements Participants must access the service via a DTMF telephone. Web enhanced access to the Service is available. Participants require a PC, connection to the Internet and an installed web browser of Netscape 4 or Internet Explorer 4 or above. BT Conferencing reserves the right to change the system requirements but will give as much notice as possible before doing so. 6.3 Registration Process If the Customer has configured their order to include Booked Audio Conferencing service components, their Users will be able to schedule calls. 6.4 Conference Scheduling VERSION: 1.3 PAGE 12 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 To schedule a booked audio conference call, Users are required to book the time slot and conference features which they require for their audio conference. A booking for an audio conference can be made on-line or by calling the Help Desk. If a User wishes to use Global Access for the audio conference this will need to be requested at the time of booking. The provision of the Service is at all times subject to the availability of appropriate facilities and BT does not guarantee to provide the Service on each occasion that the Customer requests the Service. 6.5 Call Entry and Features by Service The following Call Entry and Features are available on each service component. BT Express BT Plus BT Premium Call Entry Automated X X Attended X X Access Methods Dial In X X X Dial Out X X Non-Chargeable Features Help X X X Listen-Only X X X Conference Roll Call and Participant Count X X Security X X X Pre-registration X BT VantagePoint X Communication Line X Chargeable Features Operator Dial-out X X Conference Monitoring and Moderation Features Question and Answer Sessions X X Voting / Polling X X Conference Monitoring X X Recording X X Replay X X Replay Plus X X Transcription X X Translation. X X Playback X X Interpretation X X Live Meeting or WebEx Support X X 6.6 Call Entry There are two modes of entry into Audio Event Conferences as follows. In each case separate PIN codes will be provided by the Supplier for Presenters and Attendees. 6.6.1 Automated Entry The Participants are provided with the access details for the conference along with a PIN code (or two PIN codes if Pre-registration is chosen for the call – see section 6.9). When entering the conference the Participants will be prompted by the system to enter these codes using their DTMF phone and will be admitted to the appropriate sub-conference. 6.6.2 Attended Entry VERSION: 1.3 PAGE 13 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 The Participants are provided with the access details for the conference along with a PIN code. When entering the conference the Participants will be greeted by a Conference Coordinator and prompted by supply the PIN code and any personal details - eg Name, Company – specified at the time of booking. 6.7 Access Methods The Supplier is responsible for providing all access numbers, and routing Participants to the conference call. The following access methods are available: 6.7.1 Dial In The following access methods are available on Automated and Attended entry calls. a) Geographic PSTN number b) 0800 UK Freephone number – additional charge applies c) Global Access on a range of in-country toll and toll-free access numbers – additional charges apply 6.7.2 Dial Out The following access methods are available on Attended entry calls at additional charge. a) Dial Out by a Conference Coordinator to any telephone number, anywhere in the world. All numbers to be dialled to and Attendee or Presenter details for the person being contacted must be provided at the time of booking the call. The Conference Coordinator will enter the person into the conference once they have provided the appropriate security codes for the call. The Supplier is not responsible for ensuring the attendance of any Participants in the conference and if the Participant is not available at the telephone number and time shown on the booking the Conference Coordinator is not responsible for tracing their whereabouts. 6.8 Presenter and Attendee All Participants will be either Presenters or Attendees in the conference depending on the pass codes which they use to enter. The Supplier will provide the Presenter and Attendee sub-conference entry and security details. Users are responsible for ensuring that the appropriate PIN codes are circulated to the correct Participants following booking of the conference to ensure correct operation of the conference. 6.8.1 Presenter Sub-Conference The Presenter details allow access into the Presenter sub-conference. In this sub-conference the Presenters can talk to each other and the Conference Coordinator prior to the main conference call. Once the main conference call is ready to commence, the Conference Coordinator will introduce the Presenter sub-conference into the main conference call following which the Presenters will be heard by all Participants. The Conference Coordinator will announce the start of the conference with a statement agreed with the Presenters relevant to the purpose and content of the conference. 6.8.2 Attendee Sub-Conference The Attendee details allow access to the listen only sub-conference and are able to listen to the main sub-conference. On entry to the call they will hear music on hold, until the Conference Coordinator starts the main conference call. These Participants are in listen only mode can only be heard during questions and answers if they are invited to participate by the Conference Coordinator. 6.9 Features Features described below are available to enhance the audio conference. VERSION: 1.3 PAGE 14 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 6.9.1 Non-Chargeable Features a) Help Participants can get help from a BT Conference Co-ordinator during the conference by pressing “*0.” This feature is available to all Participants at any time. b) Listen Only (Self Mute) This function is available to those Participants who are in the Presenter sub-conference whose lines can be heard by all Participants in the call. The following features will be offered at the time of booking but are free of charge. c) Conference Roll Call and Participant Count A Conference Coordinator can list the name of each Participant into the conference allowing all Participants to be aware of who else is on the call. Alternatively, a Conference Coordinator can advise how many Participants are on the call. d) Security The Chairperson can request that the conference be secured when all Participants have joined. e) Pre-registration When booking a conference, Pre-registration can be requested as part of the call set up. The Conference Coordinator will gather the additional participant information required with call registration. The Chairperson will be sent a template e-mail to send to potential Participants. This will instruct Participants to click on the Pre-registration web link included in the invite to pre-register for the Audio Event Call call. Organisers will be able to view who has registered for the conference by accessing a dedicated website and review any additional information that was requested. Participants who pre-register will receive an iCal appointment to place in Outlook with call details. After the conference has taken place the Chairperson can immediately identify who has and hasn‟t attended the conference. The report can be printed or exported as a CSV file. f) BT VantagePoint Provides a web view of the Participants on your call and in your question queue. This allows the speaker to adjust their message to their audience as well as to prioritise the order in which they take questions as well as choose to not take a question from a certain participant. g) Communication Line A dedicated phone line for Presenters to the Conference Coordinator can be requested for support purposes in the event of any technical difficulties so that the Conference Coordinator can talk to the Presenters. 6.9.2 Chargeable Features The following features will be offered at the time of booking and are chargeable. a) Operator Dial-out The Chairperson can at any time request that a Conference Coordinator dial out to another party and bring them into the conference. b) Conference Monitoring and Moderation Features i. Question and Answer Sessions Typically used after a lecture or a presentation, Participants can use their telephone keypad to signal that they wish to ask a question. The questioner‟s identity is displayed to the BTC co-ordinator who allows questions to be asked one at a time. Tone dialling telephones are needed by Participants. ii. Voting/Polling The Chairperson provides multiple-choice questions and then Participants key in the appropriate digits to signal their answer to each question. The results will be collated and delivered to the customer. Participants need DTMF telephones for voting. iii. Conference Monitoring Monitoring of the audio conference for sound quality is provided by the BT Co-ordinator during the call. c) Recording The phone conference will be recorded onto a 90-minute audio cassette or onto a Compact Disc, and posted by first class post. Additional copies can also be supplied. All Participants will be advised at the start of the audio conference that it is being recorded. This VERSION: 1.3 PAGE 15 OF 16 SERVICE SCHEDULE IN CONFIDENCE ISSUE 1-3 feature must be requested at time of booking. (Note: the CD can be recorded in .wav, MP3 or Windows Media file formats and these formats are also supplied via email) d) Replay The conference can be digitally recorded and then made available at a later date. When the recording is available, the customer distributes the telephone number and recording number to allow access. e) Replay Plus In addition to the standard Replay feature, participants can also be asked to record their names, company names or other information before listening to the recording, and/or comments, feedback etc. after listening to it. f) Transcription The phone conference can be recorded and a typed transcript delivered by post, fax or e-mail. g) Translation. The typed record can be translated into another language for the customer. h) Playback Pre-recorded tapes or CDs supplied in advance by the Customer can be played into the Conference at any point upon request. i) Interpretation An interpreter can be brought online for all or part of the audio conference. Available languages available can be provided on request. j) Conference Support Work If extra require work (such as faxing agendas), is required please contact the Help Desk for further information. k) Webconferencing Facilities The Supplier provides a set of web-based services which can be used by customers for presentations and collaborative calls. If assistance is required from the Conference Coordinator before, during and after the meeting to upload presentation material to the selected web-conference, drive slideware and interact with the webconferencing console, this must be selected at the time of booking and will be chargeable as Live Meeting / WebEx support. VERSION: 1.3 PAGE 16 OF 16
"Service and Charges Schedule"