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Hosted Telephony Proposal for…

Andrew Robinson4/15/2013

ContentsHOSTED TELEPHONY..............................................................................................................................3

INTRODUCING HORIZON.......................................................................................................................3

CONNECTIVITY.......................................................................................................................................4

ADMINISTRATIVE ACCESS......................................................................................................................5

END-USER ACCESS.................................................................................................................................6

CALLER ID..............................................................................................................................................7

HOT DESKING........................................................................................................................................7

HANDSETS.............................................................................................................................................8

SUBSCRIPTIONS.....................................................................................................................................9

DISASTER RECOVERY...........................................................................................................................10

Number Unreachable..................................................................................................................10

Twinning......................................................................................................................................10

Hunt Group Forwarding...............................................................................................................10

Voice Portal.................................................................................................................................10

Horizon Web-interface................................................................................................................10

SCHEDULING........................................................................................................................................10

VOICEMAIL..........................................................................................................................................11

CALL RECORDING.................................................................................................................................12

STATISTICS...........................................................................................................................................13

Graphical Representation............................................................................................................13

Dashboard View...........................................................................................................................14

Call Logging & Search...................................................................................................................15

Akixi Hosted Call Management & Contact Centre Reporting Service..................................................15

RECEPTIONIST......................................................................................................................................16

DESKTOP & MOBILE CLIENTS...............................................................................................................16

HUNT GROUPS.....................................................................................................................................18

Circular........................................................................................................................................18

Regular.........................................................................................................................................18

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Simultaneous...............................................................................................................................19

Uniform.......................................................................................................................................19

Weighted.....................................................................................................................................19

CALL TRANSFER...................................................................................................................................19

MUSIC ON HOLD..................................................................................................................................20

REMOTE WORKING..............................................................................................................................20

SCHEMATIC OVERVIEW.......................................................................................................................21

GAMMA HOSTED TELEPHONY EXPERIENCE.........................................................................................22

SUMMARY...........................................................................................................................................22

COMMERCIALS....................................................................................................................................24

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HOSTED TELEPHONYIn line with the discussed stated requirements, Gamma proposes a Hosted IP Telephony solution that will serve the single and multi-site telephony elements of the solution.

A hosted IP telephony solution essentially offers the same features and benefits of a normal IP Telephony solution, with the exception that most of the infrastructure and consequently, complexity, is held within Gammas core network and secure data centres, thus removing the need to host PBX equipment locally. We therefore propose to replace the current telephony solution, including the removal any on-site PBX and handset equipment, together with the removal of all associated maintenance contracts, and replace with Gamma’s hosted ‘Cloud’ IP telephony solution, Horizon, complete with fully configured Cisco and/or Polycom handsets. The proposed solution will utilise existing WAN infrastructure where possible, and new where required, in order to deliver all telephony requirements thus providing considerable cost savings with the removal of any potential ISDN rentals and maintenance.

Given that relatively little infrastructure is required to be purchased, maintained or constantly upgraded, the cost of entry into IPT is minimised both in terms of resources and hardware with existing Cat 5/6 cabling infrastructure being used or extended, as the LAN telephony transportation method given all handsets will be IP enabled. A site survey may be required to ensure a suitable LAN infrastructure is in place.

INTRODUCING HORIZONHORIZON is a combination of a Gamma designed web-based end user interface, fronting a Broadsoft platform of hosted PBX features and solutions, delivered over Gamma’s Telecoms IP network infrastructure. It is available on a range of customer premises equipment (CPE) from multiple manufacturers, configured uniquely for use by Gamma, and includes a fully managed complete service wrap, from installation and training, to complete front line support and on-going maintenance where required.

Based on the Global leading carrier grade Broadsoft application, Horizon is Gamma’s hosted telephony system designed to deliver a complete feature rich and versatile telephony solution for the single office and extension, through to multi-site offices requiring multiple extensions. It enables the end user to administer and control its telephony (including a whole array of calling and network features) through a web-based control panel. Horizon will provide a choice of handset manufacturers; Polycom and Cisco, each with a number of handsets models to choose from.

It will also introduce a more advanced and scalable set of features designed to enable your business whilst lowering overall telephony costs and moving away from the traditional CapEx PBX and maintenance model, to a more cost predictable OpEx structure. To compliment all the call management features you would expect from a standard PBX, Horizon will provide additional services such as call recording, auto-attendant, desktop assistant, hunt groups, disaster recovery options, twinning, end-user profiling, with further

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applications being developed as the service continues to evolve, including mobile client applications, fixed mobile convergence, Outlook integration and CRM integration for MS Dynamics, Salesforce etc. all currently in development and due for release over the course of 2013. Horizon is also offered as a more ‘off the shelf’ single bundle solution as oppose to a multiple line item purchase associated with a PBX, thus offering per user flexibility to accommodate both growth, and decline!

CONNECTIVITYWith any on-site PBX equipment removed, the need for ISDN and its associated line rental is also removed. Access and calls are now provided over your IP network.

A number of CODEC’s are also available:

G729 = 40kbps per channel/call

G711 (default) = 110kbps per channel/call

G722 (HD) = 140kbps per channel/call

Each handsets CODEC can be configured and changed in real-time using Horizons administrative web-interface. This provides the hosted telephony estates administrator full bandwidth capacity management in order to make the most of each sites potentially limited connectivity, thus being able to dynamically alter the amount of telephony connectivity provided to individual sites where required.

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ADMINISTRATIVE ACCESSAccess to administrative tasks such as moves, adds or changes that are required at any site in the hosted IP telephony estate, can be controlled in real time either centrally or locally via a web based interface, therefore from any web based device e.g. smart phone or iPad. This offers improved efficiency, leading to increased productivity through lack of downtime and speed of change, and saving on expensive and numerous IT resources required for site visits and manual infrastructure intervention.

As an administrator, the following are just some of the functions available to aid in the day to day management of their telephony platform

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END-USER ACCESSAccess is also provided to the end-user via a similar web based interface, empowering the user to control their own call settings together with a wide variety of call options including voicemail, voicemail to email, Do Not Disturb button, Group Pick up button, pin protected voicemails with master override, access to internal directories, phone manager (enable own call routing), Direct dial, Call Forwarding, Message Waiting Indicator, Last Number Redial, Extension Dialling, Call Transfer, Call Hold, remote working and twinning (simultaneously calling several of the users devices for incoming calls). Again, this can be controlled through any web based device, or through a centralised voice portal that provides personal call setting controls whilst on the move.

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Administrator Functions:Moves, Adds and Changes

Site ManagementSchedules

Call BarringNumber Management

Call PoliciesMusic on HoldAuto Attendant

Hunt GroupsConference management

Device managementDirectory Management

Recorded Call ManagementStatistics

CALLER IDCaller ID is displayed with options to change what is displayed on an individual user basis

Hunt groups can also be named so the hunt group member knows how to answer the call by what is displayed on their telephone screen, thus enabling a single user to be in several hunt groups with the ability to answer each incoming call approprately by what is displayed on the phone screen, the inbound CLI also being displayed.

HOT DESKINGHot desking is available at all sites. Providing that the phone has been enabled as a hot desk phone, all users can log in to any phone at any of your sites by simply entering their extension and passcode, the user can then receive and make calls presenting their own number.

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HANDSETSHorizon offers a choice of Polycom or Cisco IP handsets, from an entry point phone for the home worker, to the executive handset at head office. The range also includes a Polycom Soundpoint IP5000 conference unit. All of our handsets are pre-configured before being sent to site and thus designed to be plug and play. The only manual intervention required will be plugging the handset into a PoE switch, the handset will then load all the firmware required and automatically connect to the Horizon platform.

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SUBSCRIPTIONSHorizon subscriptions are fully bundled, removing the need for multiple line items, additional VoIP CPE, ongoing maintenance, software upgrades and support costs, we simply provide one price, one subscription. This includes all SIP trunks - Gamma will make available as many SIP trunks as are required at each site, no need to inform Gamma of how many are required, if one of your sites makes 100 simultaneous calls, we will make 100 SIP trunks available to deliver those calls, the only bottleneck being the site bandwidth which we will help you manage. Any calls that are placed on hold or queued, will be held on the Horizon platform rather than taking valuable site bandwidth. All

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site internal calls will be routed internally rather than tromboning out to the Horizon platform and back again.

Horizon connected site-to-site calls are zero-rated providing free calls across the entire Horizon connected estate. Any calls that are required to break out onto the PSTN network will be covered by aggressive IP rates rather than standard PSTN call rates.

DISASTER RECOVERYThe Horizon platform has a number of DR solutions, from platform level to the end-user. At a platform level, Horizon is a cloud based solution that are externally located platforms based in a fully resilient format in two geographical separated Gamma provider owned data-centres, and on a fully owned and operated carrier grade network. Each of these data-centres are monitored, managed and supported by a large internal network operations centre team 24/7/365. All of the infrastructure technology is based on a ‘N+1’ solution, meaning everything is replicated to ensure seamless system failover. The platforms themselves, are fully managed and therefore maintained and constantly upgraded at no additional charge to you, you will therefore always have the latest technology, features and functions available.

From a site perspective, a number of features and functions can be utilised in terms of disaster recovery:

Number Unreachable – if the Horizon platform cannot forward a call to its destination due to a site power outage, access issue etc. then it will automatically forward to a predefined destination. This could be a user’s mobile, another site, a voicemail box, an auto-attendant with additional call routing options etc.

Twinning – all users have access to twinning, or simultaneous inbound calling. This enables the user to specify a number of devices that will simultaneously ring when their DDI is called. This could include a mobile phone, so if there is a power outage on site for example, the users mobile will still ring and can be answered therefore not missing the call.

Hunt Group Forwarding – if a hunt group is not answered within a user predefined time, then a call forward number can be added, this could be to another hunt group or site, or to voicemail which includes voicemail to email.

Voice Portal – all users parameters can be changed from the voice portal which can be accessed from any device. A user could therefore activate or deactivate their call forwarding remotely for example, or change an auto-attendant message.

Horizon Web-interface – both administrative and end-user moves, adds and changes for all features and functions are accessed by a centrally driven, internet facing portal. This can therefore be accessed by any internet facing device e.g. Ipad, smartphone or laptop, all through a simple login.

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SCHEDULINGTime of day routing available on hunt groups and auto-attendants

VOICEMAILVoicemail is provided as standard as part of the subscription, this includes the ability to pick up a voicemail from the physical handset, by voicemail to email whereby a .wav is sent to the users email address, or a voicemail can be picked up via the voice portal which can be accessed from any device, meaning you can handle all your fixed line voicemail requirements from your mobile.

The voicemail to email service can also be used in conjunction with the likes of hunt groups, auto-attendants and call queuing with the voicemail on call overflow or busy for example, being delivered to a centralised email address that can then be distributed appropriately based on local Outlook settings, these files can then be filed and stored for future reference.

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CALL RECORDINGCall recording is provided on an individual user basis and can also be implemented by group. Options include an ‘on-demand’ facility whereby the user can press *1 at any time during the conversation which will result in the whole conversation from the beginning being recorded and stored no matter when they pressed *1

Call recordings can then be reviewed and downloaded by the administrator. Downloads are in MP3 format with date, time, CLI from/to stamps on for easy storage and search for retrieval.

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STATISTICSHorizon has a complete statistics package that provides call logs on company, site or user level. This can then be drilled down to internal or external, inbound or outbound, and defined by date and time. Graphical representation is also provided giving details on missed, answered or engaged calls on a monthly, weekly and hourly basis. It also provides details of where your callers are calling from together with who within your organisation is making the most calls, or receiving the most calls.

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Graphical Representation

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Dashboard View

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Call Logging & Search

Akixi Hosted Call Management & Contact Centre Reporting ServiceFor a more comprehensive reporting solution (and for an additional charge), Gamma have teamed up with Akixi to provide full call logging, call Management, wallboard and ACD reporting systems available in real-time.

No software to buy or maintainNo additional P.C’s to buy or maintainMinimal connection costsSpeedy & Minimal technical set upPay As You GoMulti Site reporting as standardCradle To Grave & Internal call trackingUse when you want, even month by monthWorks on Mac, P.C, Linux & MobilesAlways up to dateDisaster recovery built inAvailable anywhere & everywhereReal Time & Historical reports

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RECEPTIONISTHorizon has a number of receptionist facilities including call park, call transfer, transfer recall, blind transfer, consultative transfer, call hold visibility and length, extension dialling, busy lamp fields, handset extension modules, and handset directories.

DESKTOP & MOBILE CLIENTSDESKTOP CLIENT

The desktop client will sit on the users Windows (MAC to follow Q1 2014) enabled desktop or laptop and will give the user the ability to:

Make calls from their phone or computer

Send messages with Instant Messaging toother contacts and other messaging systems

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Access the individual users telephony settings for complete call control including diverts, transfers, conferencing, profiles, remote access etc.

Enable Telephony and Client Presence

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MOBILE CLIENT

The mobile client, available Q1 2014, will be a downloadable app on both Android and iOS, and will enable the user to:

Make a call over Wifi/3G/4G or GSM

Send messages with Instant Messaging to other contacts and other messaging systems

Access the individual users telephony settings for complete call control including diverts, transfers, conferencing, profiles, remote access etc.

Enable Telephony and Client Presence

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The mobile client will provide you with the opportunity to significantly reduce mobile call costs by pushing calls over wifi and therefore potentially utilising your mobile data packages.

HUNT GROUPSHorizon has 5 Hunt group ring orders as per below. It also has call forwarding options, voicemail box and time of day scheduling

Circularo Sends incoming calls to users according to their position in a list. After a call has

been send to the last user on the list, the next call is send to the user at the top of the list. Circular will continue the order even when a different call comes in.

Regularo Sends incoming calls to the next available user in the hunt group. Regular hunt

group will re start from the top when a new call is made.

Simultaneouso Sends incoming calls to all users in the group at the same time. Once the call has

been answered, the remaining calls to other users are released

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Uniformo Sends the current incoming call to the user who has been idle the longest. After a

user has answered a call they move to the bottom of the queue

Weightedo Assign calls to users according to percentages you assign on the Hunt Group

CALL TRANSFERFull transfer and retrieve options available including blind transfer, transfer recall after user set number of rings, consultative transfer, diversion inhibitors on transfers to prevent transferred calls being onward diverted by the intended extension.

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MUSIC ON HOLD

Full unlimited music on hold options on a per site basis available as per below. No charges for storage or change instances

REMOTE WORKINGRemote office allows the end user to use their home phone, mobile, or even a hotel phone as their business phone. This application allows the user to make phone calls from this remote phone and

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have them billed to the business. This service also directs all calls coming to the users business phone number to ring the remote office phone.

Alternatively the user could plug their office handset into any internet facing network anywhere in the world and they would still make and receive calls using their UK DDI.

The desktop client, or softphone can be placed on to the user’s laptop and make and receive calls through a headset plugged in to the laptop. This will also give the user instant messaging, presence, access to control features, transfer options, conferencing, call history, directory search and much more.

SCHEMATIC OVERVIEWAs previously described, hosted telephony is a cloud based solution which therefore eliminates all on-site equipment other than the physical phones that plug directly into the existing LAN infrastructure. All platform infrastructure is held within Gamma’s providers data centres and is accessed by any internet facing device either as an administrator, or an end user.

As a generic overview:

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The below schematic represents a more in-depth view of the infrastructure the solution resides upon, this is for Gamma to operate, maintain and support.

GAMMA HOSTED TELEPHONY EXPERIENCEGamma have been providing IP Telephony solutions since 2006 with over 30,000 hosted telephony users to date and over 120,000 SIP trunk channels. Their network carries 450 million IP minutes per month which is backed by a dedicated provisioning, support and development teams. Gamma also have porting agreements with all major carriers meaning you will not have to allocate new numbers, all number portings are fully automated offering full number management, support and seamless integration together with a complete fraud management control solution, mitigating ongoing fraud risk.

SUMMARYHorizon offers is a complete hosted telephony solution that is controlled in real time, by an easy to use self-intuitive in-house developed web-based interface. All telephony features and functions including multiple hunt groups, auto-attendants, pick-up groups, conferencing facilities, DDI’s, hot desking, remote office, twinning, disaster recovery solutions, time of day schedules, extension

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dialling, speed dials, SIP trunks etc. are included, with an extensive roadmap and monthly feature releases, all covered under a single subscription per user for a standard premium subscription, no hidden extras, no additional costs for additional standard features, just one cost, one solution that can be flexed up in quantity, and more importantly, flexed down just as quickly meaning you only pay for what you use.

Horizon also takes advantage of standard service supplements such as Fraud Management Systems which helps to protect against fraudulent activity such as hacking or excessive unauthorised call spends. It also benefits from a fully automated number porting system that enables rapid, low error rate porting of numbers with access to all UK number ranges and a comprehensive number of porting agreements.

The solution itself is designed specifically to be plug and play, therefore little manual intervention required to install as all handsets are delivered pre-configured, with no on-site PBX equipment to maintain in the hosted element, providing ease of rollout. Connectivity is simply by any Internet facing access, and with capacity management on individual sites being managed quickly and easily through selecting and changing your CODEC of choice per handset.

The Horizon platform is located in our UK datacentres in a fully resilient N+1 format that is underpinned by an extensive UK network, both wholly owned, operated and managed by Gamma, therefore offering a complete end-to-end solution that can be supported and managed easily and efficiently.

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COMMERCIALS

TBC

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