Flex T1 Questions & Answers

Flex T1 Questions & Answers

CONFIDENTIAL – for internal use only

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Confidential – For Internal Use Only

Product Overview Flex T1 is an integrated VoIP services solution with unlimited local & domestic long distance calling and Web hosting, bundled with high speed DIA delivered over a single broadband connection (up to 3Mbps). Dynamic bandwidth allocation allows for maximum utilization and value of the integrated access circuit with voice traffic always taking the highest priority. Flex T1 is available for a flat monthly rate and includes more than a dozen standard voice applications and features for each phone line. The standard Web Basics hosting package will be included as part of the base product. Flex T1 will also have an Administration Portal for simple web-based feature changes. Additional features will be available on an á la carte basis. Standard voice applications such as voicemail will be available as well as enhanced features only available through our IP-enabled network such as a voice virtual private network (VPN) capability that allows for a common dial plan among customer locations (On-Net Calling). The Voice VPN capability makes Flex T1 especially attractive to multi location customers. Additional hosting packages can also be provided as customer requirements dictate. Choose one of the follow sections to review the related FAQs or scroll to read all FAQs: Product Portal Voice Data Process Technical





FAQs – Product Related Questions:

Question Answer

General product related questions

What is Flex T1? Flex T1 is an IP based bundle that allows customers to enable voice and data services over a single or 2XT-1 facility. Customers must subscribe to a minimum of 5 business lines and DIA over a single pipe. They will receive dynamic bandwidth allocation of their data service, a robust feature set, a self-service Administration Portal, and a basic Web hosting package. Finally, customers may receive one toll-free number at no additional cost.

What is DBA (Dynamic Bandwidth Allocation)?

DBA allows customers to maximize their data speeds when they are not using their voice lines. For example, when all 5 lines are off-hook, the customer will have 1 mg of data speed available; however, if all lines are idle, the customer is afforded a full 1.5 mg of data.

What features are available as part of the package?

In addition to the Administrative Portal, 23 standard features are included with each Flex T1 package: • Call Forwarding Variable (Always) • Call Forwarding Busy • Call Forwarding Don’t Answer • Remote Access to Call Forwarding • 3-Way Calling • Call Hold • Consultative Call Hold • Call Pick-up • Call Transfer • Call Transfer with Consultation • Caller ID (Name & Number) • Caller ID Line Block • Call Return • Call Waiting • Last Number Redial • Do Not Disturb • Hunt Groups (sequential, circular, uniform, simultaneous) • Voice Mail • Selective Call Forward • Selective Call Acceptance • Selective Call Rejection • Anonymous Call Rejection

What optional features are available for an additional price?

The following additional features and applications can be added on an à la carte basis:

• Additional phone lines - up to 24 lines can be provisioned per Flex T1 bundle.

• Voice Virtual Private Network (VPN) • Additional DIA circuit to increase dynamic bandwidth up to 3 Mbps • Auto Attendant with a host of routing options





• Business Call Center • Larger Web Hosting plans • Additional Toll Free numbers • Conferencing services

How secure is Flex T1? The core IP network and equipment such as the feature servers are in

secure facilities, with limited management access, centrally administered authentication and command logging. The phones for Flex T1 are not assigned IP addresses; therefore, spoofing of the IP addresses of a phone is impossible. With the measures taken in our network, we prevent the spoofing of the IP address of the IP IAD. Flex T1 is on a closed system. Calls are set up on the IAD via our feature server from Broadsoft and IADs are controlled by . This closed architecture keeps traffic secure. Finally, SIP or MGCP (MGCP is the protocol for this product at this time) is one component of the overall security of the service and our network. The overall security of MGCP with the closed architecture, the Session Border Controllers, the single IP address from the IAD, etc makes Flex T1 a secure solution for our customers.

Who is the target market? The target market for Flex T1 is 5 – 24 analog business lines. The maximum number of lines at a single location is 24. We will not bond 2 IADS to a single location. The number of employees we support with this product can range from 5 – 100 at a location.

Does the 90-Day Service Guarantee apply to this product?

Yes

Will Surcharges (such as the new Access Recovery Charge) be applicable?

No

Will USF be charged? Yes, on the interstate portion of the bundle.

Is the Federal Subscriber line charge ...charged with this FLEX T1 product? It is not currently charged with other current products....only the Long Distance PICC and Portability charges are charged.

We are not charging any of these surcharges now – we are awaiting rulings from the FCC and PUC to determine if they are required. In the learning presentation, there is a slide that specifically shows what taxes and surcharges are being applied

Will taxes be charged? Yes, is required to charge taxes, and this product must be treated like

all other services. Can ISDN-PRI or Digital Trunks be supported with this product?

No. At this time, this product can only be configured for analog lines. We have projected an ISDN and Digital Trunk solution for later this year.





Will there be a difference in voice quality for Flex T1 vs traditional TDM products?

Since supports the voice traffic of Flex T1 via a secure OC-192 IP Backbone, does not anticipate a degradation in voice quality. We have engaged network monitoring devices in order to best analyze the voice and data traffic traversing our network and expect to hold the highest standards. At , voice is treated with the highest priority at the Customer Low-Speed Router via the information stored in the IP packet header. This also allows to provide a high quality solution to the customer. does not ship these calls over the public Internet. These calls are carried over the IP Backbone and terminate on the PSTN (if the dialed customer is not an VoIP customer). Finally, has launched a demo for all customers at www..com so that customers can determine on their own the quality of a VoIP call. (Available 2Q05)

If a single T-1 can support up to 16 simultaneous voice calls, why can’t 2 T-1s support 32 calls?

The limitation of the voice calls does not reside in the T-1 but at the IAD. The Cisco 2432 we are currently deploying for Flex T1 only has 24 integrated FXS ports; therefore, only 24 calls can be placed at one time.

What about brochures? Direct Sales will order Flex T1 brochures via their administrative or

office contact through CGI (same process that is used for other collateral.) Agents and ISMs received the quantities they previously requested, with a minimum of 1,000 going to each ISM.

Administrative Portal related questions

What is the Administration Portal? The Administration Portal provides customers with the ability to make changes to their provisioned solution via a web application. For example, if they need to reset a voicemail password, the office administrator can reset it without calling Customer Care. At this time, only non-billable functions can be administered via the Administrative Portal.

What if the customer wants a demonstration of the Portal?

www.xo.com/flex_care provides customers with an OnDemand tutorial of the Portal. There is also documentation available, including a quick reference guide, along with information provided as part of the Welcome Kit. issues 2 emails as part of the Welcome Kit, the first email provides the customer with the URLs for Business Center and the user guides in the above URL. The second email will provide the customer with their username and password for Business Center, Admin Portal, and stats.

If the service fails, is there anything a customer can do via the Administration Portal? Can they open trouble tickets, initiate action, follow the status of a ticket, etc?

No. The portal is only designed for self-administration of features but not for trouble reporting. Customers will need to call Customer Care to open any trouble tickets for service failure or degradation in quality.

Can a customer make a billable change via the portal?

At this time – NO! As part of future releases of this product, we intend to provide the ability to the customer to make billable and non-billable changes to their account.





Can a customer control where the toll free number rings (via online portal or phone) or do you still have to call XO to change it?

XO will have to change it.

Can customers view CDRs via the portal? Can customers “download” call detail reports?

Customers will be able to view their call detail or via the Business Center in CSV or XML formats. XO wants to encourage our customers to use the Business for call detail, On-Line Bill Pay, Administration Portal and stats reports.

Voice Feature related Questions

Can a customer subscribe to more than 5 lines?

Yes, customers can subscribe to up to 24 business lines per location. The price of the package includes the first 5 business lines. Each additional business line is charged à la carte pricing.

Can a business line have both hunting and Call Forwarding enabled

Yes, however, if the customer has lines in a hunt group, the hunt sequence will take precedence over the Call Forwarding * Code.

Can customers have Directory Listings?

Yes, they will receive a simple, single line listing for both white and yellow page directories at no additional charge. Any other Directory Listing feature, including an additional listing, will be priced at standard Directory Listing rates posted on inside.

Is the price for Voicemail on Flex T1 different than the price of VM on TDM?

The price of the Voice mailbox is included in the package. A customer can have 1 and only 1 VM Box per line. Customers cannot subscribe to additional VM boxes. The VM box is a basic box that includes 10 distribution lists, 2 min greeting and 5 min message.

How many toll-free numbers may a customer have?

Customers can subscribe to any quantity of toll-free numbers; HOWEVER, only the first toll-free number will be included as part of the package. Each subsequent toll-free number is an optional feature and will be priced at list rates.

Is the price for Auto Attendant (AA) on this product different than on Legacy ?

Yes, the price for AA is $20 rather than $15. However, on this platform, customers, have self-service administrative capabilities which will provide greater control, flexibility and ease of use.

Can customers order more than 24 voice lines with this service?

No. Customers can only order a maximum of 24 voice lines with this service. Under such a scenario, they would get two T-1s of capacity, and when voice lines are idle they would have 3 Mbps of bandwidth available.

Can customers port their existing phone numbers and toll-free service?

Yes. LNP is treated the same with Flex T1 as with any other local service and long distance provisioned by .

Do all the standard voice services work in a VoIP environment?

Absolutely. All calls will be processed and supported: Inbound, outbound, Toll-free, long distance, 911, 411, etc. Customers won’t be able to tell that they are making calls via VoIP versus a traditional TDM environment.





What is Business Call Center? Business Call Center builds upon the basic hunt group service to provide a complete business-ready application. Call centers inherit all the characteristics of a hunt group service and are also provided with sophisticated call handling features such as queuing and music on hold, among others.

What is Voice VPN? Voice VPN enables a multi-location enterprise to configure their private

dial plans for on-net call routing. will build the dial plans and this will be determined at the initial order of service.

Are there voice SLAs, and if yes, what are they?

No. does provide customers with outage credits if applicable, but there are no listed SLAs for voice services. Customers can find the outage credit language on http://terms.xo.com/flex.html?f=flex.

Because local and long distance usage is unlimited, will customers be able to see their call detail records? Is there a charge for this?

The invoice for Flex T1 will have the same look and feel as other XO services, including call detail records if the customer desires. Note that usage may be zero-rated but call detail will be shown. Local & LD usage is capped at 100,000 minutes per service location; overage charges apply.

Can the customer purchase voice services from XO and NOT purchase the DIA?

No, this is a bundled solution that includes Local and Long Distance services as well as Dedicated Internet Access via one or two T-1s. The customer can subscribe to services from other providers for redundancy but the customer cannot break apart the bundle.

Are there any caveats on the unlimited calling plans?

The customer will be capped at 100,000 minutes per location, regardless of the number of lines. A $0.06 per minute overage charge applies.

What is the timing of the overage? Customers will be billed at 1 minute increments for the overage.

Are there discount plans assigned to the overage charge?

No. Customers will not receive discounts for their overage.

What rates will be charged for international calls?

International rates will be consistent will all other XO LD products.

Does the unlimited local and domestic LD calling plan only apply to the contiguous 48 states for both outbound & TF calling?

Yes, unlimited calling applies to the contiguous US for both inbound and outbound calls. Alaska, Hawaii, Puerto Rico and US Virgin Islands are not included in the contiguous US footprint.

What if the customer is interested in upgrading to IP phones? How do we help them? Can we support?

At this time, XO does not have an IP phone solution available for Flex T1, however, you should be able to approach customers with a solution in the upcoming months. has a roadmap and will be able to support an IP phone solution in the future.

Will the customer have to change their dialing patterns/habits with this new product?

Yes. All calls other than X11 and 0- will require 10 digit dialing. That means customers that have traditionally only dialed 7 digits for a local call will need to begin dialing NPA before the call

Are traditional toll-free features such as time of day routing

Currently, we cannot offer the advanced features available with toll-free services such as time of day or day of week routing.





available with this product?

Are Enhanced Toll Free features available on Flex T1?

No. Enhanced Toll Free is being looked at as an enhancement to the service.

Are PBX trunks, Full Switched T1, PRI and/or DID service an option?

Not at this time, but they are slated for a later release. Only business lines or analog Centrex are supported at this time.

Can Flex T1 minutes be shared with a la carte lines, IA or other XOptions products?

No, Flex T1 is a standalone service. Features, minutes and other benefits cannot be combined or shared with other products.

If customer purchases additional TF numbers (after the 1 free #) at applicable MRC, are the minutes included in the bucket of 100,000 minutes?

Yes, the usage is included for Toll Free numbers routed to the Flex T1 lines.

When a customer utilizes the Call Forward feature, are the outbound minutes included in the 100,000 minutes or are they charged separately?

Yes, usage is included in the 100,000 minute limit.

Can a customer can transfer a phone call (local or Toll Free), or call forward a phone call, that has been answered on an Flex T1 line?

Yes

Is XOptions Voice Mail a product of the Legacy or ALGX platform?

Neither, it is IP based. Flex T1 Voice Mail is unique to this product although there will be additional Voice Mail products launched via Broadsoft platform in the coming months.

Can a customer upload call announcement messages for the actual call center queues? Or is it a standard “all agents are busy” message?

Customers can upload other announcements but must follow the format listed on Inside XO.com. There is a specific format that the customer must use to be supported in the Feature Server. The customer must resample their existing file or save any new files in the format listed on .com.

Is 7 Digit Dialing Supported? No, Jurisdictional dialing is not supported, customers must dial 10 digits for local & LD calls.

The Auto Attendant User Guide states that customers can utilize the AA to manage users from multiple sites, contrary to the training. How does this work?

The administrator can call forward from the AA to another location. The customer can

How would minutes be tracked when a customer does a call

Any calls that are forwarded out will receive a usage charge until the call is dropped by the Flex T1 end-user. The end-user must drop the





transfer to an outside number and drops off?

call in order for the usage to stop tracking.

In a Multi-level Auto Attendant, would a customer have to pay $20 for each sub attendant, or just the main one?

Each sub attendant would be charged the $20 MRC fee and $115 NRC per AA.

What is ACD and how is it used? Automatic Call Distribution, or ACD, allows customers to distribute calls

across agents. Flex T1 Call Center application allows for Automatic Call Distribution across agents.

If all agent lines are busy in a Call Center application, will the next call that comes in receive a busy signal?

Not necessarily. The customer has the option via the Administration Portal to determine how many calls they want queued and if all lines are busy and the queue is full, where they want any additional calls to call forward to.

Data Feature related questions

Can a customer subscribe to greater than 1.5 Mb of data?

Yes, customers can subscribe to a 2XT-1 solution and be provided up to 3 Mb of data when all voice lines are idle.

Are there data Service Level Agreements (SLAs), and if so, what are they?

Yes, there are data SLAs with Flex T1: • 100% Network Guarantee • 65 ms Latency Guarantee • Less than 1% Packet Loss Guarantee

What is the Basic Web Hosting Package?

• 10 email accounts • 100 Mb storage • 1 Gb website traffic

Can customers access the IAD via the portal to troubleshoot?

No, the portal is only available for self-administration of features. does not allow customers to have access to the IAD.

Can the customer have access to the IAD device?

No. will solely manage the Integrated Access Device used to support Flex T1. The customer cannot have access to any of the programming of this device.

How is providing QoS to the customer?

There are many ways in which is providing QoS to the customer. The key means is that , via the IP IAD, places a header on every voice packet. The IAD digitizes, packetizes, and prioritizes all voice packets. This header identifies that packet as voice and when the packet reaches the CLR (Customer Low-Speed Router) in the network, the packet is provided the highest priority to traverse our secure OC 192 IP Backbone.

Does bond or packet share the 2 T-1s for the 3.0 Mbps solution?

provides packet sharing for the 3.0 Mbps solution. To the end-user, they have access to 3.0 Mbps but in the literal sense, does not bond the 2 T’s. There's no significant difference in the maximum available bandwidth of 3 MB the way we're doing 2xT1 vs. a "bonded" T1 solution.

Can the customer order VPN Flex T1 does NOT offer an INTEGRATED VPN or Security solution at





services? this time. Customers can subscribe to VPN or Security as a separate a la carte solution.

Can customers subscribe to incremental hosting services such as bCentral, larger hosting packages and additional email boxes?

Yes, Flex T1 will support incremental add-ons for Hosting Services. Prices are listed inside of Linx.

Sales Process related questions

Do any of the provisioning/install parameters change (time frames, cut-over, etc.)

No, Flex T1 installation timeframes will remain the same as existing XO services.

If a customer cancels their service, is there anything unique required?

No, if a customer cancels after the 90 Day Service Guarantee window, the customer will be responsible to pay a penalty fee for early termination as stated in their contract

Can a customer mix and match TDM products with VoIP products at the same location?

The customer can subscribe to multiple services; however, the “unlimited” usage provided via Flex T1 will not be bundled into the usage plans provided with the TDM products. In other words, if a customer has a standard POTS line and makes outbound calls – those calls will receive the appropriate TDM rate plans.

FAQs – Technology Related Questions: How many voicemail boxes can a customer have? Is it limited to one per line or one per station? If I would like to have one vm box per user (far more than # of actual lines), could a customer have 8 lines but 100 vm boxes? What is the maximum number?

Customers can only have 1 VM box per working telephone number.

For the multi-site feature in Auto Attendant, can a customer seamlessly and transparently route calls for certain users (who are off-site) without the caller knowing?

Auto Attendant is different from V VPN. V VPN is a private dialing plan. Auto Attendant allows users – via a TUI interface – to route calls such as hit 1 for Suzie, 2 for John, 3 for X, etc.

How do users know they have voice mail service, since Flex T1 works with their existing analog pbx equipment? In other words, there is no LED indicator, so does it page or call a cell phone with a code, or do you just have to know to check it? The email of

Flex T1 offers either stutter dial tone or a lamp light dependent upon the customer equipment. In addition, voicemail messages can be emailed to the user. Also, in the Welcome Letter sent just before turn-up customers will receive a list of telephone numbers assigned to their account as well as which telephone numbers have been assigned voice mail.





voicemail messages is great, but that’s not a good way for a user to know he has a msg.

Does XO provide all necessary equipment including the router?

Yes we do, the only equipment needed is an Integrated Access Device (IAD) and that will be managed by XO.

Can customers retain their current toll free #'s or at least migrate them to the Flex T1 solution in addition to the toll free number included?

Yes, customers can keep their current Toll Free numbers

Can customers choose their toll free number (if available still) or is it random selection/number generation?

If a vanity number is requested, please follow the existing TF processes for vanity numbers.

Where is the User Guide for the Administrative Portal?

You can find the On Demand User Guide for the Administration Portal at http://www.xo.com/care/product/flex/ondemand.html

Where are the Terms & Conditions housed for Flex T1?

You can find the Ts & Cs for Flex T1 at http://terms.xo.com/flex.html?f=flex

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Flex T1 Questions & Answers