ICON Now Customer Pre-Requisite Document - maintel.co.uk€¦ · In order to provide resilient, secure internet-based connectivity for end devices into the ICON Now platform, Maintel

ICON Now

Customer Pre-Requisite

Document

Date: 31st October 2019 Version 1.1

© 2016 Maintel | maintel.co.uk

ICON Now Customer Prerequisites Document

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Contents

Contents ........................................................................................................................................................... 2

Change History ................................................................................................................................................ 4

Confidentiality Statement ............................................................................................................................... 4

Objective Statement ....................................................................................................................................... 4

1. Reference Architecture ........................................................................................................................... 5

1.1. Overview Schematic ...................................................................................................................... 5

2. Connectivity Overview ............................................................................................................................ 6

2.1. Service connectivity -Internet based ............................................................................................ 6

2.2. Service connectivity -WAN Based ................................................................................................. 6

2.3. Service connectivity – WAN and Internet based ........................................................................ 6

3. Network Prerequisites .............................................................................................................................. 7

3.1. Overview .......................................................................................................................................... 7

3.1.1. Internet ......................................................................................................................................................... 7

3.1.2. Video Bandwidth Calculation Table ......................................................................................................... 7

3.1.3. LAN ............................................................................................................................................................... 8

3.1.4. DHCP ............................................................................................................................................................ 8

3.1.5. NTP ................................................................................................................................................................ 8

3.1.6. DNS ............................................................................................................................................................... 9

4. Physical Environments ............................................................................................................................. 9

4.1. Overview .......................................................................................................................................... 9

4.1.1. Cabling ........................................................................................................................................................ 9

5. Firewall Access and Ports ........................................................................................................................ 9

5.1. Overview .......................................................................................................................................... 9

5.1.1. Applications and TCP/UDP Ports ............................................................................................................... 9

5.1.2. Domains ..................................................................................................................................................... 10

6. Recommendations and Best Practice ................................................................................................. 10

6.1. Overview ........................................................................................................................................ 10

6.1.1. LAN ............................................................................................................................................................. 10

6.1.2. Internet ....................................................................................................................................................... 11

6.1.3. QoS ............................................................................................................................................................. 11

7. ICON Now Client minimum requirements ........................................................................................... 11

7.1. Overview ........................................................................................................................................ 11

7.1.1. MiCollab Client .......................................................................................................................................... 12

7.1.2. MiVoice Business Console ........................................................................................................................ 12

7.1.3. ICON Now Next Gen Mobile Client requirements ................................................................................. 16

8. Appendix A – Firewall Application/Port Requirements ..................................................................... 17



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8.1.1. Overview .................................................................................................................................................... 17

8.1.2. Ports ............................................................................................................................................................ 17

9. Glossary ................................................................................................................................................... 19



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Change History

Document

Revision

Date Authored By Verified By Sections

Affected

Reason for

Change

First release 22/03/2019 ML LB All Initial release.

Version 1.1 31/10/2019 ML LB TN All Amended

Firewall ports

due to new

handset

support

This document has been produced by Maintel. The specific contractual counterparty will depend

on the relevant wholly owned Maintel subsidiary best placed to provide that particular undertaking.

Confidentiality Statement

The information contained within this document, or subsequently provided, whether verbally or in

documentary form, is confidential to Maintel and is provided to the organisation named within this

document only. It shall not be published, disclosed or reproduced wholly or in part to any other party

without the prior written consent of Maintel. Maintel has made reasonable efforts to ensure the

accuracy and validity of the information provided herein and we make no warranties or

representations as to its accuracy. Maintel should be notified of all requests for disclosure of Maintel

supplied information under the Freedom of Information Act.

Objective Statement

This document provides the requirements for customers deploying Maintel’s ICON Now service within

their corporate network. These settings are critical to successfully connect to your new telephony

service and to ensure reliable ongoing operation.

Although the ICON Now Service has been designed for easy setup with minimal configuration within

the customer’s network, Maintel strongly recommend that you also follow the “Best practices”

section to provide the best possible experience for your users.

The objectives of this document are to:

o Detail the prerequisites for the customer network environment.

o Detail the physical environment requirements.

o Detail external access and firewall ports requirement.

o Provide recommendations for best practice when running VoIP on the customer’s network.

o Provide the minimum requirements for desktops/laptops running the ICON Now UCaaS client

and collaboration tool set.

o Provide the minimum requirements for all of the ICON Now mobile clients.



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1. Reference Architecture

1.1. Overview Schematic

The below diagram depicts standard setups of customer sites connecting to ICON Now. All customer

sites should be protected by firewalls when connecting to the public Internet. The configuration of

these firewalls is the responsibility of the customer. A detailed list of the ports and settings required

are detailed within this document.



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2. Connectivity Overview

There are three options for connecting into the ICON Now Service in order to provide our customers

with flexible options to suite your business. The below sections detail these. Please note that by

default, ICON Now is internet based. If you require WAN connectivity, this option will need to be

purchased.

2.1. Service connectivity -Internet based

In order to provide resilient, secure internet-based connectivity for end devices into the ICON Now

platform, Maintel will provide you with 2 x Public IP addresses and a public FQDN for desktop and

smart device clients. These two IP addresses represent our two Active Passive datacentres within the

Maintel ICON Cloud Infrastructure for resiliency.

These public IP’s and FQDN’s are unique per customer, and land on our resilient internet services. This

information will be given to you during the implementation phase.

2.2. Service connectivity -WAN Based

If you require WAN Connectivity for QoS, Maintel will provide you with three IP addresses, but rather

than these being internet based, they will land on WAN gateway servers within our infrastructure, one

of each residing within each of our Active, Passive Datacentres for WAN resilience, and a third for

desktop and smart device clients.

Again, these IP’s will be individual to each customer, and are also public IP address space in order

for them to be unique, and to guarantee that they do not clash with any IP address space that the

customer is already using within their network.

The customer will be required to create a forward lookup zone for icon-now.com on their internal

DNS servers, and add a DNS record to point to this third IP.

The FQDN will again be unique to each customer for desktop and smart client connectivity. The FQDN

will be given to you during the implementation phase. An example of this is below

Meet-[unique customer reference].icon-now.com

Link-[unique customer reference].icon-now.com

2.3. Service connectivity – WAN and Internet based

Customer can also opt to have both internet and WAN connectivity options. This allows for QoS, WAN

based connectivity for corporate office, but also home working and remote working services

available to users.



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3. Network Prerequisites

3.1. Overview

The following sections outlines the minimum mandatory requirements on the customer’s infrastructure

when deploying telephony devices for Maintel’s ICON Now Service.

3.1.1. Internet

The requirements below apply where the customer is using the Internet to access the service.

o ICON Now, utilises a G711 codec for best voice quality. Each active call will consume 100Kbps

of bandwidth on the internet circuit that the originating site uses to access the service. The

internet connection(s) used to access the service must be stable to ensure good voice quality

and be configured for the appropriate bandwidth based on the number of users and the

required volume of concurrent calls.

o A typical usage calculation for this would be ~1/10 users on a call at any one-time

x 100kbps per user, however usage patterns do vary per organisation.

o The customer should also take into account any users that will be utilising desktop

video within their sites when calculating bandwidth, the bandwidth of which will

vary based on the quality/capability of the end user devices.

Please note, Proxy server for internet delivery within the customer network are not supported.

3.1.2. Video Bandwidth Calculation Table

Codec Resolution FPS (Frames Per

Second

Bandwidth

H.263 or

H264

QCIF (176x144) 15 ~128 kbps

30 ~ 256 kbps

CIF (352x288) or QVGA (320x240) 15 ~ 384 kbps

30 ~ 768 kbps

MPEG-4 CIF (352x288 or 320x240 15-30 ~128 –360 kbps



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3.1.3. LAN

o Customers LAN (Local Area Network) Switches must provide 802.3af compliant PoE (Power over

Ethernet) for all physical phones, consoles, and conference telephony devices. If this is

unavailable local power supplies can be procured separately from Maintel for each device.

o If you wish to plug a PC or laptop into the back of the phone, then the LAN switch ports will

need to be configured to Trunk VLANs, either as a Trunk port or an access port with a tagged

voice VLAN.

3.1.4. DHCP

o A DHCP (Dynamic Host Control Protocol) scope will be required within the ICON Now Phone

network assigned by the customer, so that the phones can receive an IP (Internet Protocol)

address and communicate with the central service. This subnet should be able to access the

internet via the customers internet firewall, unless ICON private network access will be used.

o The DHCP scopes (address pool from which the phone will be allocated an IP address from)

must NOT have option 125, 128, 129, or 130 configured within the scope options if the customer

is connecting devices over the internet. This will stop the devices from successfully registering

to the Maintel ICON Now service.

o Where ICON private network access to the service has also been purchased, the following

DHCP scope options should also be added:

o OPTION 125 – This option will tell the phones the IP address to connect to in order

to access the ICON Now service. How to configure this option is dependent on

the system used to provide DHCP (i.e. router, Microsoft server or Linux server etc.).

Please check your relevant documentation based on the platform you are using

for DHCP on how to create customer DHCP options.

o The IP addresses for your service will be provided to you as part of the

implementation phase.

3.1.5. NTP

NTP (Network Time Protocol) is required to keep all systems in correct time sync with each other.

The NTP option should be added to the DHCP scope described above. The NTP servers can be

internally or externally hosted and are not provided by Maintel, i.e. If you are using Microsoft Active

Directory your domain controllers are automatically NTP servers. The servers will then communicate

with a trusted external source.

This is to ensure that all devices within the customer network are in sync with the ICON Now service.

Time synchronisation is critical for the service to work, as soft clients utilise TLS certificates for security.



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3.1.6. DNS

o DNS (Domain Name System) is the translation system between IP (Internet Protocol) addresses

and domain names i.e.: icon-now.com. You will need to have DNS servers available that the

ICON now clients can use. The IP address of your DNS servers will need to be added to the

DHCP scope referenced previously in this document.

o Your DNS server must be able to resolve the following public DNS records to connect to the

Maintel ICON Now service

o portal.icon-now.com

o analytics.icon-now.com

o Meet-[unique customer reference].icon-now.com . The [Unique customer

reference] will provided to you during the implementation phase.

o Link-[unique customer reference].icon-now.com . The [Unique customer

reference] will provided to you during the implementation phase.

o Rcs.aastra.com

o Mitel.easydeploy.net

4. Physical Environments

4.1. Overview

4.1.1. Cabling

o Each physical handset will require an Ethernet cable in order to connect to the customer PoE

switch.

o This cabling should be a minimum of Cat5e, with a total length no longer than 100 meters.

5. Firewall Access and Ports

5.1. Overview

Unless ICON private network access is being purchased, a firewall must be in use at the perimeter of

the customer network for access to the Internet. The ICON Now client devices require access to the

Internet in order to register for the first time and for continued operation.

Please note, Proxy server for internet delivery within the customer network are not supported.

5.1.1. Applications and TCP/UDP Ports

There is a requirement to open access from the ICON Now client devices through to the service by



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either allowing the required applications or TCP/UDP port numbers through. A list of these

applications/port requirements can be found in the Appendix A.

5.1.2. Domains

There is a list of domains that need to be allowed/white-listed through the firewall in order for the

service to work:

o portal.icon-now.com

o analytics.icon-now.com

o Meet-[unique customer reference].icon-now.com . The [Unique customer

reference] will provided to you.

o Link-[unique customer reference].icon-now.com . The [Unique customer

reference] will provided to you.

o Rcs.aastra.com

o Mitel.easydeploy.net

The following domains need to also be added and trusted on your exchange/email server

o @Mitel.easydeploy.net

o @Icon-now.com

o @Maintel.co.uk

6. Recommendations and Best Practice

6.1. Overview

6.1.1. LAN

o Physical phones will need their own VLAN in office locations where there are multiple users.

These voice VLANs should not contain any more than 250 devices as a best practice. If there

are more than 250 devices within one physical location, multiple voice VLANs should be used.

o If you wish to plug PC’s and laptops into the back of the physical handsets, and for these

device to reside within the native data VLAN, CDP (Cisco Discovery Protocol) or LLDP (Logical

Link Discovery Protocol) will need to be enabled on your LAN switches, depending on the make

and model of your switches.

o CDP (Cisco) and LLDP (Industry Standard) allow phones to identify as voice devices when they

boot on your network. This then tells the switches to register the phones within the voice VLAN.

Data devices ignore this and boot to the native, data VLAN



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6.1.2. Internet

o It is recommended that you use an Internet connection with dedicated upstream and

downstream bandwidth in order to guard against poor voice quality when accessing the

service. The bandwidth required should be calculated by the customer based on the amount

of concurrent calls that will be made at any one time from the specific site (see section 2.1).

Please note, Internet delivered via proxy servers within the customer network are not supported.

6.1.3. QoS

o DSCP (Differentiated Services Code Point) is used for QoS (Quality of Service) to ensure the

quality of a phone call across an Ethernet network.

o It is recommended that DSCP EF (Expedited Forwarding) or a value of 46 is used

to queue the voice media traffic across the internal customer network.

o It is recommended that DSCP AF (Assured Forwarding) class 31 or a value of 24 is

used to queue the voice signalling traffic across the internal customer network.

The above will ensure that the ICON Now traffic is appropriately prioritised across the customer’s

private network, however it must be noted that, where the Internet is used to access the service,

Maintel are unable to provide any voice or video quality guarantee. If a quality guarantee is

required, the customer should consider the purchase of an ICON private network service to underpin

the ICON Now service.

7. ICON Now Client minimum requirements

7.1. Overview

MiCollab Client is a product that converges the call control capabilities of ICON Now service with

contact management, Dynamic Status, and collaboration to simplify and enhance

communications.

These guidelines are provided to assist Customers in deploying MiCollab Client.

The MiCollab Client interfaces consist of the following:

• MiCollab for PC Client

• MiCollab MAC Desktop Client

• MiCollab for Mobile Client

o Android

o iPhone

• MiCollab Web Client

• MiVoice for Skype for Business Plugin

• MiCollab for Microsoft Client

Note The MiCollab for Mobile Softphone is designed for use on mobile phones, although it can be



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installed on tablet devices, the user interface is currently not designed for use on tablets. These

devices will be supported in an upcoming release.

7.1.1. MiCollab Client

Requirements

Operating system /Software Version

Windows 7.0, 8.0, 8.1, 10.0

MAC 10.10 or later

Windows Server 2012 Terminal Services 6.1

Windows Terminal Services Windows Server 2008, 2012 R2 Remote Desktop

Services

Microsoft .Net Framework 4.0, 4.5

Virtualization Software

VMware vSphere Refer to the Virtual Solutions Deployment Guide

PIM (optional) Act! 2008 & 2011

Calendar Integration Calendar integration is supported for Google

Calendar, Outlook, Lotus Notes, Office 365 or

Exchange calendar

Smart Tags Microsoft Office 2007, 2010, 2013

Federation Skype for Business, Lync 2010 and 2013

Lotus Notes Sametime 8.5, 9.0

7.1.2. MiVoice Business Console

PC Requirements

For Customers utilising the ICON Now Attendant User profile, the PC must meet the requirements

outlined in the table below.

Note: For optimal performance when running a console on a laptop, it is recommended to plug in

the laptop. If using battery power, configure the PC to use a high-performance power setting.

Running the MiVoice Business Console on a virtual machine is not supported.

Note: Mitel does not recommend the use of Celeron-based PCs for the MiVoice Business Console as

voice quality may be compromised or does not meet Mitel's voice quality standards.



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Hardware Minimum Windows Requirements Recommended

Hardware Minimum Recommended CPU Windows 7 - 32 and 64 bit -

1.8 GHz See Note 2 for MiCollab Client

integration

Windows 8 - 32 and 64 bit -

1.8 GHz

Windows 10 - 32 and 64 bit

- 2 GHz

See Note 3 for Postgres SQL

integration

RAM Windows 7 - 32 and 64 bit -

2 GB See Note 2 for MiCollab Client

integration

Windows 8 - 32 and 64 bit -

2 GB

Windows 10 - 32 and 64 bit

- 2 GBs

See Note 3 for Postgres SQL

integration

Hard Drive Windows 7 - 32 bit 16 GB

Windows 8 - 32 bit 16 GB

Windows 8 - 64 bit 20 GB

Windows 10 - 32 bit and 16

GB

Windows 10 - 64 bit and 20

GB

Monitor Minimum resolution 1024 x

768

LAN LAN Connection 100

BaseT/Ethernet adaptor

Single NIC card - Note 1

Notes:

1. If the PC running MiVoice Business Console has more than one NIC, disable the NICs that are not

being used before starting the MiVoice Business application.

2. For MiCollab Client Presence-enabled consoles that service more than 500 clients or work in a

peered MiCollab Client Service arrangement, each MiVoice Business console PC must meet a

minimum PC requirement of: 3.0 GHz processor speed and 4 GB of RAM.

3. The console PC running the Postgres SQL Server must meet the following minimum PC requirements

for Call History and Transfer Assistant features:

- Windows 8 or Windows 10 Professional operating system (recommended) or Linux

- Processor: 4.0 GHz

- Memory (RAM) 4 GB

- Hard Drive: 200 GB



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Windows Software Requirements

ICON Now Attendant Console is supported on the following versions of Windows software:

• Microsoft Windows 7 SP1 or later (32/64 bit)

- Professional

- Enterprise

- Ultimate

• Microsoft Windows 8 or Windows 8.1 (32/64 bit)

- Professional

- Enterprise

• Microsoft Windows 10 (32/64 bit)

- Professional

- Professional for Workstations

- Enterprise

- Enterprise LTSB

- Education

Installation of the MiVoice Business Console on following versions of Windows software is not

supported:

- Windows Server variants

- Windows N variants

- Windows Professional with Media Centre

- Windows 10 Home

- Windows 10 Mobile

- Windows 10 S

- Windows 10 IoT - not supported

IMPORTANT: Installation of MiVoice Business Console on a version of Windows software that is not listed

above is done at your own risk with no liability and support from Maintel.

Recommended Peripherals

Since the MiVoice Business Console runs on a Windows PC, USB and Bluetooth peripherals can be

used with the Console application. USB peripherals are available at a wide variety of price points

with much variation in quality and are available for purchase from Maintel. Mitel offers the following

guidelines.

Keyboards

• A full-size keyboard with a numeric keypad from a reputable vendor is recommended.

• If using a laptop without an integrated numeric keypad, a separate full-sized keyboard is

recommended.

• Labels (included with the MiVoice Console product) should be applied to the keyboard at

every workstation that will be used as a Console position. This will help Operators learn the

new functions of keys. The labels are for two types of keys: fixed keys and customizable keys.

Speakers

• Speakers are required to play "ringer" sounds from the MiVoice Business Console application.



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Headsets and Handsets

• For Operators, audio quality is important, and Maintel recommends that a good quality

headset or handset be used from reputable vendors, such as Plantronics™ or Jabra™. Refer

to their respective websites for a list of recommended devices.

• We strongly recommend that you consult Operators when selecting a headset or handset.

• There are a variety of USB handsets on the market. Mitel has validated the MiVoice Business

Console with the Plantronics Calisto 240 USB corded handset, the Jabra Dial 550 and the

Jabra Handset 450.

• In some cases, it is possible to “convert” an existing RJ-11 headset or handset to USB by

purchasing an adaptor cable.

• The Mute function on a headset/handset will work, but it is not integrated into the MiVoice

Business Console application.

• Volume controls on a headset or handset can be used to control the MiVoice Business

Console application volume.

• The Answer/Release buttons on Jabra and Plantronics headsets or handsets can be used to

handle calls. The following headsets and handsets are supported:

• USB wired, wireless, or Bluetooth headsets from Plantronics are supported.

• USB wired or wireless headsets from Jabra are supported. Bluetooth support is not available.

Note: Jabra recommends using their standard headsets and not those that have been

optimised for Microsoft Office Communicator. These headsets are identified by MS in the

headset name.

• Multiple headset or handset devices plugged into the PC can cause unpredictable answer/

release button behaviour.

• If you are using a Plantronics headset for your console, ensure only one Plantronics headset

is plugged into the PC. If you need a second headset, a Jabra headset is recommended.

• You may use two Jabra headsets or handsets; however they must be different models.

• Dialling from a handset dial pad is not supported.

Adaptor Cables

• Adaptor cables that convert a traditional telephony connector to USB exist and can be found

on the internet. These can be used with telephone handsets and headsets.

• Mitel has validated one such cable (Earsing DA200) and found that while the audio quality is

good, other features on the cable, for example, mute and volume, do not work.

Instructions for Headsets and Handsets

Follow the manufacturer's instructions to configure the USB headset or handset on the PC. For details

on configuring Audio devices, refer to the MiVoice Business Console Help.

Audio Recommendations

IMPORTANT: OPERATORS SHOULD FOLLOW THE RECOMMENDATIONS BELOW SO THAT

THE RINGER IS AUDIBLE IN THE CASE OF EMERGENCY CALLS.

• Operators should not mute the volume in the Windows Sound Panel or turn the volume off on

the speaker itself.

• If the ringer is turned off, an emergency call will override and ring the ringer device.



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7.1.3. ICON Now Next Gen Mobile Client requirements

MiCollab for Mobile & Devices Google™ Android™ 5.0, 6.0 or later

iPhone iOS 8.1, 8.2, 8.3,9.1 or later

MiCollab UC-Client & Devices Google™ Android™ 5.0 or later on Dalvik

VM

iPhone / iPad iOS 6.0, 7, 7.1, 8.0, 8.1, 8.2,

8.3, 9.1 or later

Note The MiCollab for Mobile Softphone is designed for use on mobile phones, although it can be

installed on tablet devices, the user interface is currently not designed for use on tablets. These

devices will be supported in an upcoming release.



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8. Appendix A – Firewall Application/Port

Requirements

8.1.1. Overview

The following ports must be open on the customer firewall for the clients and devices to connect to

the ICON Now platform.

It is important to note, that in order to take full advantage of the features and functionality available

with ICON Now, all functionality (and therefore ports) should be configured.

ICON Now has a full self-service portal, with all soft, hard phones and smart clients available to you.

If you are only using physical headphones for example, and only configure and allow these specific

ports, then if you wish to utilise the softphones in the future, these will not work without additional

configuration on your firewall.

ICON Now is a flexible communication service that can change and be adapted in line with your

business needs, with a full suite of UC clients and tools, so it is important to think about what

functionality you wish to be available to your users when configuring your firewall.

8.1.2. Ports

Port Protocol Description Direction

System wide ports Mandatory ports

443 TCP https, Access to portals, and phone access to RCS server for

registration

Bidirectional

80 TCP http Bidirectional

8443 TCP RCS Access Customer > Internet

123 UDP NTP for device Customer > Internet

20000 UDP TNA tool for port testing back to the ICON Now Customer > Internet

53 UDP DNS resolution Customer > Internet

Physical Mitel Handsets

6800, 6801,6802, 6803 TCP Mitel MiNet Call Control Bidirectional

3998 TCP SAC Connection Bidirectional

6900-6999 TCP Secure MiNet ICON > Customer

6880 TCP Https Bidirectional

6881 TCP Avatar support Bidirectional

20002-25999 UDP RTP port dynamic range Bidirectional

3300 TCP VFA Bidirectional

5060 TCP SIP TCP Bidirectional

5060 UDP SIP UDP Bidirectional

5061 TCP SIP TLS Bidirectional



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69 UDP TFTP for phones firmware download Bidirectional

20001 UDP Alternative TFTP for phones firmware download Bidirectional

UDP

MiCollab Clients Softphone and Mobile Clients

6800, 6801,6802, 6803 TCP Mitel MiNet Call Control Bidirectional

20002-25999 UDP RTP port dynamic range Bidirectional

5060 TCP SIP TCP Bidirectional

5060 UDP SIP UDP Bidirectional

5061 TCP SIP TLS Bidirectional

69 UDP TFTP for client download Bidirectional

20001 UDP Alternative TFTP for client download Bidirectional

30000 - 30999 UDP Video RTP dynamic range Bidirectional

4443 TCP Web Proxy client connections. This is f Bidirectional

AWV (Audio, Web, Video) Conferencing services Bidirectional

36005 TCP MiCollab Support Bidirectional

36006 TCP MiCollab NuPoint Support for visual Voicemail Bidirectional

36007 TCP MiCollab SIP Bidirectional

36008 TCP MiCollab Web Socket Bidirectional

IP Consoles

6806 TCP IP Console BDT Bidirectional

6907 TCP IP Console MiXML Bidirectional



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9. Glossary

Term Definition

DDI Direct Dialling In – the number callers dial to call a

specific extension or service

DISA

Direct Inward System Access – the ability to

configure a DDI such that callers can be authorised

and appear as local extensions

ICON

Intelligent Cloud Optimised Network – Maintel’s

highly resilient, private voice and data network that

provides the backbone for the Managed Voice

Service

IPT

Internet Protocol Telephony – the transmission of

voice (telephone calls) as a data stream over the

voice and data network

ITEM

Intelligent Telephone Expense Management –

Maintel’s feature rich telephone expense

management system, included as an integral part of

the Managed Voice Service

LAN Local Area Network – customer site-based data

network

MCD Mitel Communications Director – feature rich

telephony application

MOS

Mean Opinion Score – A collection of the delay, jitter

and loss experienced via simulated packets which is

then combined to reflect an industry standard

measurement for voice quality on a scale from 1-5 (1

= Bad and 5 = Excellent).

NNI Network-to-Network Interconnect – a connection

between networks, usually at carrier level.

NOC

National Operations Centre – Maintel’s 24x7 Service

Desk, single point of contact for all incident, problem

or change management related communication for

the Managed Voice Service

PBX

Private Branch Exchange – customer telephone

switch (Mitel MCD provides the PBX functionality

within the Managed Voice Service infrastructure)

PSTN Public Service Telephone Network

QOS Quality of Service – a mechanism used to prioritise

certain types of network traffic (typically voice and

video) to ensure that jitter, loss and latency is



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reduced as far as possible. To be successful, packets

must be marked as priority, and all networks and

devices between must expedite delivery of these

packets.

SBC

Session Border Controller – security devices that

prevents unauthorised access to the voice and data

network

SDM

Service Delivery Manager – Maintel representative

who provides a key point of contact for service

related communications

SIP Session Initiation Protocol – a protocol used to set up,

tear down, and control voice calls

SLA Service Level Agreement

SOP Sales Order Process – Maintel’s order management

service

UC

Unified Communications – a suite of communications

applications that provide business productivity gains

(presence, messaging, conferencing, etc)

VoIP Voice over Internet Protocol – the mechanism for

transmitting voice over a data network

WAN Wide Area Network – a network that spans multiple

locations



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Documents

ICON Now Customer Pre-Requisite Document - maintel.co.uk€¦ · In order to provide resilient, secure internet-based connectivity for end devices into the ICON Now platform, Maintel