Product Handbook Wholesale Hosted Communications (WHC 3.0)

February 2018

WHC Product Handbook – WHC 3.0

Confidentiality

All information in this document is provided in confidence as per the terms and conditions of Wholesale Hosted Communications (WHC) and shall not be published or disclosed wholly or in part to any other party without BT’s prior permission in writing. These obligations shall not apply to information which is published or becomes known legitimately from some source other than BT.

Version Control

This document is controlled and issued by the BT Wholesale (BTW) Product Manager. Please ensure that you have the latest version of this document, existing Communications Providers (CP) can download this from the WHC Document Centre, and new customers should check with their Account Managers.

Description of change Issue Date

Published version for launch Final 1.0 04 July 2017

In support of Release BG+: Final 2.0

• Updated with G722 Default Codec • Update firewall guide in line with RPS launch 14 August 2017 All changes can be seen via Track Changes. If you do not want to see the changes you can either ‘Accept’ all changes or change Review option to ‘No Markup’.

In support of Release BH Plus: Final 3.0

• Updated Document Centre section based on new updated UI and folder structure • Updated table of available documents (no track changes available on this one). 09 October 2017

All changes can be seen via Track Changes. If you do not want to see the changes you can either ‘Accept’ all changes or change Review option to ‘No Markup’.

In support of Release BI Final 4.0 13 November 2017 • Updated Call Centers feature

WHC Product Handbook – WHC 3.0

• Updated Call Forward Selective with Holiday Schedules

• Updated Holiday Schedules with Bank

Holiday addition

General Updates:

• Updated firewall table with SIPT

• Corrected SIPT User feature matrix including adding Call Centre in

• Updated FMS section

• Updated Connectivity section to support BYON

• Updated Available Documents section

All changes can be seen via Track Changes. If you do not want to see the changes you can either ‘Accept’ all changes or change Review option to ‘No Markup’.

In support of Release BI Plus: Final 5.0

• Added Auto Attendant Plus

All changes can be seen via Track Changes. If you do not want to see the changes you can either 09 December 2017 ‘Accept’ all changes or change Review option to ‘No Markup’.

In support of Release BJ Plus: Final 6.0

• Added Shared Call Apperance 20 and Multiple Call Arrangement

All changes can be seen via Track Changes. If you do not want to see the changes you can either 07 February 2018 ‘Accept’ all changes or change Review option to ‘No Markup’.

Please note, this guide has been published ahead of the release, therefore highlighted changes are only effective from Saturday 10 February 2018,

WHC Product Handbook – WHC 3.0

Table of Contents

Confidentiality ...... 2 Version Control ...... 2 Introduction ...... 9 The Proposition ...... 9 What is Unified Communications? ...... 9 Delivering IP Communications from the Cloud ...... 10 What technology drives WHC? ...... 11 WHC Product Relationships ...... 11 WHC 1.0 vs 2.0 ...... 12 WHC 2.0 vs 3.0 ...... 12 WHC Components ...... 12 Service Establishment ...... 15 Establishment Process – Parent Reseller ...... 15 Establishment Process – Sub-Reseller and Dealer ...... 15 Establishment Process – Super Reseller (inc Child Reseller) ...... 16 Credit Vetting Policy ...... 16 Terms & Conditions (Contract) ...... 17 Customer Requirements Form (CRF) ...... 17 Parent Reseller ...... 17 Sub-Reseller and Dealer ...... 17 Super Reseller (inc Child Reseller) ...... 18 Branding Options ...... 18 Parent Reseller ...... 18 Sub-Reseller ...... 18 Dealer ...... 19 Super Reseller/Child Reseller ...... 19 Training ...... 19 Welcome to WHC - Introductory Webinar ...... 20 WHC E-Learning Modules ...... 20 WHC Webinar – Pre-Lab Session 1 ...... 21 WHC Lab – 1 Day Face-to-Face ...... 21 Training Room Facilities and Requirements ...... 22 Refresher Training ...... 22 Provisioning, Configuration & Support ...... 24 Provisioning on Business Zone ...... 24 Configuring Features on Business Portal ...... 27 Provisioning on Business Portal ...... 28 Raising Faults or Queries on Business Zone ...... 29

WHC Product Handbook – WHC 3.0

Document Centre – Wholesale Hosted Communications ...... 30 Fault Diagnostics ...... 30 Browsers ...... 30 Fraud Management System ...... 31 Features and Applications ...... 32 Features Matrix - Company ...... 32 Feature Descriptions - Company ...... 33 Features Matrix – Site ...... 37 Feature Descriptions - Site ...... 39 Features Matrix – User ...... 53 SIPT Trunking User ...... 53 Centrex/SIPT Functional User ...... 53 Centrex/SIPT Fixed User ...... 53 Centrex/SIPT Mobile User ...... 54 Feature Descriptions - User ...... 58 Calls – Voice & Video ...... 77 Voice Calls ...... 77 On Net Voice ...... 77 Off Net Voice ...... 78 Video ...... 78 On Net Video ...... 78 Number Management ...... 79 New Numbers ...... 79 Number Porting - Imports ...... 79 Single Line ...... 80 Multi-Line...... 80 Directory Enquiries Entrys ...... 81 Pricing and Billing ...... 83 Additional Information ...... 85 IP Connectivity ...... 86 Publically Addressed Networks ...... 86 DSL Internet Connectivity – Broadband Complete with Optional Router ...... 86 Dedicated Internet Access (DIA) – Internet Connect UK (formerly BTnet) ...... 87 DSL Bandwidth Calculations & Considerations ...... 88 Other Public Addressed Products ...... 89 BT Peering with Other Public Addressed Products ...... 89 Bring Your Own Network (BYON) ...... 90 General Connectivity Requirements ...... 90 Customer Premise Equipment (CPE) ...... 92 Authorised Equipment List ...... 92

WHC Product Handbook – WHC 3.0

CPE Available to Purchase ...... 92 IP Phones...... 92 Accessories ...... 93 Headsets ...... 93 ADSL/FTTC Router/Modems...... 94 Distribution of CPE – IP Phones, Headsets & Accessories ...... 95 Stocking Levels ...... 95 Configuration ...... 95 Labelling & Packaging ...... 95 Order Cut-Off Times ...... 96 Delivery Agent ...... 96 Undelivered Items ...... 96 IP Phone and Accessories - Dead on Arrivals (DOA) & Warranty Replacements ...... 97 Headsets and Jabra Accessories - Dead on Arrivals (DOA) & Warranty Replacements ...... 97 Distribution of CPE – ADSL/FTTC Routers/Modems ...... 97 Stocking Levels ...... 97 Configuration ...... 97 Labelling & Packaging ...... 98 Order Cut-Off Times ...... 98 Delivery Agent ...... 98 Undelivered Items ...... 98 ADSL/FTP Routers - Dead on Arrivals (DOA) & Warranty Replacements ...... 98 Document Centre ...... 99 Applying for Access to the Document Centre ...... 99 Accessing the Document Centre ...... 103 Access the Document Centre during Order Placement...... 103 Access the Document Centre during Fault Placement ...... 105 Access the Document Centre from btwholesale.com ...... 106 Navigating the Document Centre ...... 109 Downloading Documents ...... 111 Available Documents ...... 112 Support & Fault Handling ...... 121 Account Management Support ...... 121 Helpdesk Support ...... 121 1st Line WHC Support (CP Responsibility) ...... 121 2nd Line WHC Support (BTW Responsibility) ...... 122 Severity of Faults ...... 122 Miscellaneous Support ...... 123 Marketing & Roadmaps ...... 124

WHC Product Handbook – WHC 3.0

Collateral ...... 124 Use of BT Brand - Guidance ...... 124 Product Roadmaps/Releases ...... 125 Technical Information ...... 126 Platform Components ...... 126 Codecs & Bandwidth ...... 126 Hosted Centrex ...... 127 SIP Trunking ...... 127 Firewall & Security Guide ...... 127 SIP ALG ...... 128 CPE Port requirements...... 128 Web Portal Port requirements ...... 130 Application Port requirements...... 131 Platform Redundancy & Upgrade Procedures ...... 132 Call Integrity & Platform Redundancy ...... 132 Centrex and SIP Trunking Endpoint Failover ...... 132 End User Firewall Security ...... 133 Platform Upgrade Procedures ...... 133 Pricing ...... 134 Charging Tariffs and Tiers ...... 134 Rate Cards Structure ...... 134 Service Establishment Pricing Sheet ...... 135 Centrex License & Add-Ons ...... 135 SIP Trunking License & Add-Ons ...... 135 Numbering ...... 136 Calls ...... 136 CPE ...... 136 IP Connectivity ...... 137 Pricing Updates ...... 137 Price Changes ...... 137 New Product Introductions ...... 138 Billing & Invoicing ...... 139 Invoicing ...... 139 Billing Reports ...... 139 Early Termination Charges ...... 140 Service Exceptions ...... 141 Dialler Restrictions ...... 141 Call Attempts per Second (CAPS) ...... 141 Number Management & Calling Plans ...... 141 Deploying SIPT Services into Emergency Call Handling Environments ...... 142

WHC Product Handbook – WHC 3.0

General Exceptions ...... 142 Miscellanous ...... 143 Service Cessation ...... 143 Complaints Handling ...... 143

WHC Product Handbook – WHC 3.0

Introduction

This handbook will provide a detailed overview of the Wholesale Hosted Communications (WHC) proposition. However please note this information is not exhaustive and may refer out to other relevant specialist documents, which will include various user guides.

The Proposition

Wholesale Hosted Communications is a white label communications service, based on a core network that we manage to ensure the service is always available. It provides all the functionality of a traditional telephone system plus more advanced functionality made possible through our central cloud service, which includes video calling and mobile extension services. Business end users that don’t have an onsite telephone system (PBX) can create Centrex sites using our cloud PBX offering, or if they have an existing onsite PBX then they can create SIP Trunking sites. If they would like to use both of these technologies in tandem, then they can create a Mixed Estate site using a blended variant. With online access to self-configuration portals – one for you and one for your end users – to make changes as needed, it provides a highly flexible solution.

A flexible unified communications service; it can be tailored to the needs of any size of customer, large or small. The complete proposition includes lines, calls, numbers, phones and connectivity, available as bundles or separate components, with a variety of term options to suit everyone. They simply pick and choose advanced features to add to the HD Voice service, such as call logging, calling plans, hunt groups, call handling, hot desking, Instant Messaging (IM), web collaboration and Smartphone and tablet integration to significantly improve business efficiency. It helps to tie up all your customers’ communications and boost your ‘Share of Wallet’.

Unified Communications (UC) is a huge selling opportunity. Not just because it's changing the way people communicate, but also because it's changing the way people work. For fast, low-risk entry to this rapidly growing market, all you need is our Wholesale Hosted Communications (WHC) solution.

What is Unified Communications?

UC is about integrating many different communications services together, usually under one common service offering. It can be made up of different products but unified through a common interface such as an ordering or feature management portal. UCs main purpose is to optimize business practices, make communication simpler for businesses/users and offer a choice of how to communicate.

WHC Product Handbook – WHC 3.0

A UC solution will use either all or some of the segments from the diagram above and these elements will work in harmony with each other over the core telephony service. IP communications makes UC more attainable to all businesses through the use of cloud services.

Delivering IP Communications from the Cloud

The cloud involves the delivery of communications as a service rather than a product, whereby shared resources, telephony features and software can be provided to businesses and Users as a Utility over the internet. The core processing engine and its associated services, are run and operated from a location that does not belong to the user of the service. Instead the service is run from a series of data centres, geographically spread for resilience, and the users of the service access the service by connecting into the platform via a direct or indirect internet connection.

As the cloud communications are accessible from the internet, it means, anywhere there is internet connectivity, whether wired or wireless, a user is able to use the service, from a variety of internet capable devices. This provides flexibility and allows multiple geographically spread offices, including homeworkers, to use and be a part of the same communications network.

Users of cloud services benefit from being part of a community that has different requirements and perspectives. This drives a variety of requirements into the cloud owners research and development teams, who can then take forward new ideas, which all members of the community benefit from. It

WHC Product Handbook – WHC 3.0

also means new service features can be rolled out quickly, without the need to update or install new software onto customer owned systems. Instead new features can be made available to all users simultaneously.

Being part of a cloud also provides redundancy which mitigates a business from losing their communications in the event of disaster. For example a localised event, such as a fire, at a business premises, will not destroy the communications service, as this is located in a datacentre. It also means the users of this communication service can continue to use this from alternative office locations, including at home. For the business this means a limited impact on their business.

What technology drives WHC?

The technologies behind WHC can be referred to by any of the following:

• Centrex - Hosted Centrex, Hosted IP Centrex, IP Centrex, IP Telephony, Hosted VoIP and Cloud PBX. BTW refer to this as both Hosted IP Centrex and Hosted Centrex.

• SIP Trunking – SIPT, SIP-T, Trunking, IP Trunking, Hosted SIP and Hosted SIPT. BTW refer to this as both Hosted SIP Trunking and SIPT.

The term Hosted refers to a product delivered as a service from the cloud and outsourced to a 3rd party, which is exactly what Centrex does. Despite SIPT using a local onsite PBX, it can still be referred to as Hosted, as a number of functions and features sit above this and within the WHC cloud.

With WHC, CPs can operate as an independent provider but with the benefit of a service that is backed and run by BTW. This means they do not need to build, invest in or manage complex IP UC networks. Instead they can concentrate on selling the UC service and managing their customer relationships whilst BTW runs the overall network and invests in innovative new technologies to meet the rapidly evolving UC market.

WHC Product Relationships

WHC is similar to BTW’ s IP Voice Services (IPVS) product, but is the new and improved next generation version of this product. IPVS still exists as a product and will continue to run but we are advancing plans to migrate users of IPVS to WHC. Both products use the same underlying Centrex and SIPT switching technology from Broadsoft, but WHC provides a single ordering portal, where IPVS uses a plethora of different portals.

WHC sits alongside BTW’s TDM product, Wholesale Calls (WSC), and provides CPs with the opportunity to provide both TDM and IP telephony services to their customers. WHC is not to be confused with our BTW IP Exchange (IPX) product. WHC provides a managed UC communication service, which use the same backbone as IPX. IPX however is a carrier interconnect proposition used by WHC competitors to provide call break-in and break-out out for their own equivalent service.

WHC Product Handbook – WHC 3.0

WHC 1.0 vs 2.0 As described above, IPVS was our very first Broadsoft product that we launched in December 2009 and worked with a 3rd party to deliver the network and series of portals, complimented by some additional BT portals for numbering and CPE. IPVS is still in existence today and will continue to be.

In August 2014 we evolved IPVS into WHC 1.0 whereby we integrated all of the various portals into one single ordering/fault management portal on www.btwholesale.com, complemented by a new and improved feature management portal. WHC allowed a single integrated order to be placed and completed in near real-time, still using a 3rd party network hosted by Broadsoft (what was HIPCOM) on our behalf.

In July 2016, WHC 1.0 evolved into WHC 2.0 and the main difference is the Broadsoft application servers were insourced and sits inside BT’s 21cn network. With WHC 2.0, a number of new features were added. All new resellers from late 2016 were automatically established onto WHC 2.0 and existing resellers were offered the opportunity to co-exist on both variants, until such time as we agree a migration of users from WHC 1.0 to 3.0 (see below) with each CP. Co-existence meant that all new Company set-ups went onto WHC 2.0, but existing Companies were still managed on WHC 1.0.

WHC 2.0 vs 3.0 From May 2017, WHC 2.0 is evolving into WHC 3.0 and the main difference is that we are simply adding SIP Trunking as a capability, dropping the term ‘Centrex’ from the name and replacing with ‘Communications’. In addition from July 2017, all new developments are only going onto WHC 3.0 as we invest in the long-term strategic product. All new resellers from May/June 2017 will be automatically established onto WHC 3.0. Existing resellers will be contacted with an uplift and migration plan to move them onto WHC 3.0.

WHC Components WHC is made up of a number of components that need to be bundled together to provide a solution to the User of the service. All of these components can be purchased from BTW via our single ordering portal.

The core components of a Centrex solution are:

• Centrex Lines – user feature packs

• Numbers – new & ported

• Calls – voice & video calls

• IP connectivity - ADSL

WHC Product Handbook – WHC 3.0

• CPE – IP phones, Headsets and Accessories

• Add-ons – bolt on packs to provide improved functionality

The core components of a SIPT solution are:

• SIP Trunks – group of 1 or more channels

• SIP Trunk Channels – each concurrent call available on the Trunk

• SIPT Lines – user feature packs

• Numbers – new & ported

• Calls – voice & video calls

• IP connectivity - ADSL

• Add-ons – bolt on packs to provide improved functionality

The following items are provided as standard, meaning a CP cannot use an alternative:

• Trunks

• Lines

• Numbers

• Add-ons

• Calls

The following items are optional and a CP can source their own components if they wish. However they are available to order from the single order journey at commercially beneficial rates.

• IP Connectivity

• CPE – Phones or Headsets (Centrex only)

In addition to the above, a CP will need to ensure the following is in place:

• Structured cabling to support their Users LAN

• Router/s to terminate the IP connectivity line

• Ethernet switches to enable multiple phones to be connected

• Enough bandwidth to support the required amount of concurrent calls

WHC Product Handbook – WHC 3.0

• PBX for SIP Trunking

WHC Product Handbook – WHC 3.0

Service Establishment

CPs (Parent Resellers) looking to resell the WHC proposition, will need to run through our service establishment process in order to gain access to the service. Likewise, CPs looking to set-up Sub- Reseller or Dealer accounts for their indirect customers will need to also go through Service Establishment for these individual accounts. Please note dealers and sub-reseller requests can only be started once the initial parent has been set-up.

CP’s looking to allow their Resellers to place and manage their own orders on our systems will need to agree this with their Account Managers and meet a set criteria.

The Service establishment process allows us to name/brand the service as follows:

• CPs

• Sub-resellers in some instances

• CP’s Child Reseller

The process will also train your agents on how to order/use the service, and ensure you know how to support the product.

Establishment Process – Parent Reseller

Service establishment starts from the moment a CP decides to take the proposition forward. This will occur once you have gone through our formal sales engagement model, i.e. demonstrations etc. Once this has been agreed the following documents need to be completed:

• Credit Vet Pro-Forma – provides forecasting and Companies House details to enable a financial health check.

• Terms and Conditions – contracts the CP to the service.

• Customer Requirements Form (CRF) – provides the required information to enable us to create your customised Wholesale Hosted Communications service.

Establishment Process – Sub-Reseller and Dealer

Service establishment for a Sub-Reseller or Dealer will start the moment a CP submits a specific CRF to set one of these up.

WHC Product Handbook – WHC 3.0

Establishment Process – Super Reseller (inc Child Reseller)

Super Reseller allows a Parents own resellers to access and place orders on Business Zones. This is not available as standard and is only offered as part of a bespoke contract which includes agreed targets. Please contact your account manager if you would like to discuss this in further detail.

Service establishment for Super Reseller starts from the moment a CP decides to take the proposition forward and once bespoke contacts have been concluded. Once this has been agreed the following documents need to be completed:

• Credit Vet Pro-Forma – provides forecasting and Companies House details to enable a financial health check.

• Bespoke Terms and Conditions – contracts the CP to the service with agreed targets*.

• Customer Requirements Form (CRF) – provides the required information to enable us to create your customised Wholesale Hosted Communications service.

As part of the Super Reseller Establishment process, a ‘Super Reseller Child Reseller’ CRF will also be released to allow you to set-up and create your resellers on our systems. This will only be handed over once the Super Reseller process has been completed.

Credit Vetting Policy

Before contracting with any CP BTW will need to run a financial health check (credit vet) to ensure everything is in order and meets our requirements to trade. This is standard practice for all BTW products.

In the vast majority of situations these health checks are succesful, but in some circumstances we may require you to pay a holding deposit before we can proceed with the rest of the establishment process. If this is the case then your Account Manage will talk you through this procedure.

For further information on the Credit Vet policy please view the BT Wholesale Credit Vetting Policy available at www.btwholesale.com. In order for BTW to run a credit vet we require the following details:

• Companies House name

• Companies House number

• Forecasted User take-up

In order to gather this information you will be required to complete the ‘Credit Vet Pro-Forma’, supplied by your Account Manager. Once we have a completed copy of this form we will be able to provide the results within 5 WD’s.

WHC Product Handbook – WHC 3.0

Terms & Conditions (Contract)

Once the Credit Vet has been cleared, the terms and conditions will be released to you for signature. The process for completing the contract requires you to sign first, before BTW countersigns to execute the contract. This process takes a maximum of 15 WD’s to process from start to finish.

Customer Requirements Form (CRF)

Once the contract has been signed, the CRF will be released to you and a call will be held to explain the document and its contents. The call will also talk through the key documents that underpin the CRF, which will need reviewing to enable the document to be completed correctly. The majority of the back-up documents are branding related so it will be necessary for you to engage your marketing teams to aid completion.

All of the CRF’s below, need to be completed by the CP and passed back to BT.

Parent Reseller The CRF is a small Microsoft Excel document, which requests key information to enable us to create each CPs unique service. You should allow up to 10 WD’s to complete this document. Once completed and returned to BTW, this will be validated within 2 WD’s to ensure we have the required data. Providing this is correct, our Service Establishment Team will then commence with the creation of the service, which will take 25 WD’s. During this process there will need to be a regular exchange of information between our Service Establishment team and each CP.

Sub-Reseller and Dealer Once you are established on our systems and have completed your own Service Creation, you will be able to access our Document Centre whereby you will be able to download the following:

• Sub-Reseller CRF

• Dealer CRF

These CRF’s are a smaller cut-down version of the original Parent CRF that you completed. You should allow up to 10 WD’s to complete this document. Once completed and returned to BTW, this will be validated within 2 WD’s to ensure we have the required data. Providing this is correct, our Service Establishment Team will then commence with the creation of the service, which will take 25 WD’s.

WHC Product Handbook – WHC 3.0

Super Reseller (inc Child Reseller) The CRF is a small Microsoft Excel document, which requests key information to enable us to create each CPs unique service. You should allow up to 10 WD’s to complete this document. Once completed and returned to BTW, this will be validated within 2 WD’s to ensure we have the required data. Providing this is correct, our Service Establishment Team will then commence with the creation of the service, which will take 25 WD’s. During this process there will need to be a regular exchange of information between our Service Establishment team and each CP.

A Child Reseller CRF takes the same amount of time as identified above, and can only be submitted once the initial Super Reseller has been established.

Branding Options

WHC is a white-label service that enables each CP to brand and name the service to create their own identity in the market - BT and BTW are not referenced. The elements that can be branded are dependent on the level of CRF that is being created and is described below.

Parent Reseller The elements that can be branded are:

• Name of the service – includes name, logo, description and contact details which will appear on the welcome emails we send to your users. This information also appears on the end user configuration portal.

• Configuration portal – this portal is used by your administrators, your Users administrators and their users to manage the service. This portal has a default neutrally branded look and feel, or can be branded to the specification of each CP, i.e. add logo, change colour pallet.

Further information on the branding options can be viewed in the separate guides, available from within the CRF, or from our Document Support Centre (existing CPs only).

Sub-Reseller The branded elements of a Sub-Reseller are a cut-down version of the main parent branding. The elements that can be branded are:

WHC Product Handbook – WHC 3.0

• Configuration portal – this portal, when accessed by your sub-resellers end-users, can either use the exiting Parent brand or can just use the standard neutral brand. Please note it cannot be branded with sub-reseller logos or colour palettes.

Dealer There are no branding options available for a Dealer, they simply inherit of branding from the Parent offering.

Super Reseller/Child Reseller The elements that can be branded are:

Further information on the branding options can be viewed in the separate guides, available from within the CRF, or from our Document Support Centre (existing CPs only).

Training

To ensure CP’s fully understand how to order and manage the WHC service, we provide a structured and staggered series of training activities delivered via webinars, online training courses and a face- 2-face session. Once a Reseller Parent CRF has been submitted the following activities will take place:

• Introductory Webinar

• Access provided to E-Learning modules

• Pre-Lab Webinars

• 1 Day Lab Training Course

Our Service Establishment and Training team will liaise with you during the service establishment window to organise dates for each of these sessions. At the end of the series of courses the trained agents will be fully proficient in creating Hosted Centrex and Hosted SIPT services and managing the service.

WHC Product Handbook – WHC 3.0

Please note, we only train the Parent Reseller, all other training must be delivered by the CP.

Welcome to WHC - Introductory Webinar This is a pre-service establishment webinar, completed whilst we are building your service, and takes place once the CRF has been submitted and accepted. The main goal of this 2 hour webinar is to introduce you to the portals you will be using on the product, and covered in later training sessions.

During this webinar we will discuss and give a brief demo of the following portals:

• btwholesale.com

o Business Zone

▪ Ordering WHC Hosted Centrex and Hosted SIPT services

▪ Porting numbers to WHC

▪ Raising Faults on WHC

o Checking inventory

o Access documents

o Accessing support videos

• Service Assurance Fault Diagnostics

• Business Portal Feature Management

o Features

• Voice Recording

• Call Analytics

WHC E-Learning Modules At the end of the introductory webinar you will be provided secure access to our online e-learning training modules, accessed from our One Academy site:

• https://www.btwholesale.com/pages/static/help-and-support/training.htm

These online modules cover the following main categories and you should allow 1 hour maximum for each module. Modules can be completed in one sitting or saved and returned to later.

• Product overview – allow 30mins for completion

• Number portability overview - allow 60mins for completion

• Ordering systems - allow 45mins for completion

WHC Product Handbook – WHC 3.0

• System features - allow 60mins for completion

• System faults - allow 45mins for completion

• Fraud Management System (FMS) - allow 45mins for completion

It is mandatory that these online modules are completed before the next sessions. If these have not been completed beforehand, and registered on our systems as incomplete, the subsequent sessions will be delayed.

WHC Webinar – Pre-Lab Session 1 One week prior to the organised face-to-face lab session we will hold a webinar that may last up to 3 hours. The purpose of this call is check learning and prepare for an effective 1 day training session.

During this webinar we will:

• Set objectives for the call and subsequent lab session

• WHC E-Learning modules recap

• Get the agents to place a full order on our lab system:

o Create Company

o Order Numbers

o Create Site

o Create Users

WHC Lab – 1 Day Face-to-Face In the run-up to this course the agents would have now had plenty of exposure to the products and features, including live order placement, allowing focused attention on feature confirmation at this session. During this session we will:

• Walk through Site & User Features

• Provide agents with real-life Company scenarios and:

• Design the solution

• Talk through the solution

• Apply the solution onto the feature management portal

• Walk through Faulting Diagnostics and:

• Raise a fault

WHC Product Handbook – WHC 3.0

• Diagnose a fault

This training session will begin at 9.00 and finish by 17.00.

Training Room Facilities and Requirements As training is being provided at your site, we need the facilities to be able to support the following to ensure we can train correctly:

• Large presentation screen or data projector.

• Large conference table, or similar (to accommodate attendees and phones, laptops, hubs etc). Horse shoe’ arrangement of table is preferred.

• Whiteboard and flipchart with correct pens and wipers.

• Laptop (or PC) with Administrator rights for each attendee preferred, or 1 between two is acceptable. PCs/Laptops will need to be able to connect to the same network as the phones in the training environment for correct operation of Wireshark and our applications.

• Any proxy server settings required for the corporate network should be disabled and laptops set to ‘automatically obtain an IP address’

• Un-configured Ethernet Switch (minimum 8 ports).

• 1 x ordinary ADSL line attached to router which has SIP ALG disabled. If this is not able to be supplied an unrestricted internet connection outside the corporate network with the SIP ALG disabled will suffice.

• The network port patched through to the training room (if the router is not present) must issue multiple private IP addresses by DHCP.

• The connection into the ADSL line and network port will need to be ‘wired’ to allow IP phones to be plugged in.

• Minimum of 4 power points are required per equipment station (PC & Phone). Equipment stations are issued 1 between 2 for a class of 8 attendees.

Refresher Training We recognise that the time lag between training and the placement of a live order can result in some personnel needing a refresher on some elements of order placement. To aid this you have access to:

• Online E-Learning Modules

• Video Tutorials

WHC Product Handbook – WHC 3.0

If you require further face-to-face training, then this can be arranged but will incur a daily training charge, as detailed in the pricing charge books.

WHC Product Handbook – WHC 3.0

Provisioning, Configuration & Support

WHC is predominantly ordered and managed by our CPs directly from the portals that we provide. Our Business Zone portal is used to place orders and track faults, with some additional ordering capabilities available on our feature management portal. All feature management is done on our default or CP branded Business Portal.

Orders placed onto Business Zone are placed directly into the appropriate systems for delivery with no manual intervention. This real-time transacting means that services are turned on very quickly, for example the creation of a user is typically completed in less than 5 minutes once the order is submitted. Voice Recording and Call Analytics are the only exception to the above as the initial order for these are done on an order form, but later in 2017 these will be fully automated into Business Zone. Even items such as phones that need to be physically shipped are dispatched the same day if submitted before 2pm, then delivered the following working day.

A small number of SIP devices require additional configuration on the WHC platform which can take up to 2 days to be completed. These devices are identified as ‘Static devices’ in the WHC Authorised Equipment List available from the document centre.

Once a service has been turned on, configuration of a feature is also completed in real-time from the Business Portal, Setting up a user’s Simultaneous Ring or creating a business Hunt Group is done by filling in a couple of parameters and hitting submit - the resulting update is typically made in less than 5 seconds.

Provisioning on Business Zone

Once the one-time service establishment process has been completed, CPs will be able to create as many User businesses (Company, Sites & Users) as they like from Business Zone. This portal is BTW branded and should only be used by the CPs. The below image shows the Business Zone landing page and is where agents initiate orders from.

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Business Zone will allow order entry agents to conduct the following activities:

• Provide Order (place new order), including on behalf of Sub-Resellers and Dealers

• Add Order (add to existing order), including on behalf of Sub-Resellers and Dealers

• Modify Asset (make changes to an existing asset within an order), including on behalf of Sub- Resellers and Dealers

• Cease Order (cease an existing order), including on behalf of Sub-Resellers and Dealers

• Import Numbers (porting), including Single Line and Multi-Line

• View Inventory (view completed orders)

• Diagnose Faults by linking through to our Service Assurance portal

• Raise Faults (tickets), including faults and queries

• Review online video tutorials that cover; Provide, Modify, Cease, Add, Porting and faults

To create a Company with Sites and Users, a CP will be guided through the order journey on Business Zone via a series of logical and sequential screens. These order screens have been designed in such a way that they are clear, simple and backed-up by onscreen tooltips to ensure an agent knows how to complete an order. Likewise the agent will be presented with user guide videos when they first log onto the order journey and they can pull these up at any time.

Business Zone will allow CP order entry agents to:

• Initiate a number porting request

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• Set-up a new company

• Set-up numbers (order new numbers & add in ported numbers)

• Set-up a site

• Set-up IP connectivity - Managed Broadband

• Set-Up users with IP phones either one at a time or using bulk import

The screenshot below depicts these logical steps:

The use of Business Zone for ordering is covered in full at the mandatory training session, backed up with usability videos (available during the order journey), and supported by a detailed user guide, available from the Document Centre.

Business Zone, through the ticketing system and an order form, will also allow CP order entry agents to:

• Request Voice Recording to be turned on for Site/s

• Request Call Analytics to be turned on for a Company

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Each CP has access to their full inventory from Business Zone using a quick view inventory browser. This browser not only details the orders, it enables your agents to easily modify, cease, or raise a fault at an asset level, i.e. raise fault against a specific user.

Configuring Features on Business Portal

Once an order has been placed and completed on Business Zone, management and configuration of features is undertaken via the Business Portal (BP). The BP is available as either a neutrally branded portal or can be CP branded. The BP is used by the CP, CP Sub-Resellers or Dealers, and their Users to manage and control the features of the service. A screenshot of the BP, available to a Company Administrator (CP’s end user administrator) can be seen below. This is based on the neutrally branded portal.

A screenshot of the BP, available to users (CP’s end users) can also be seen below. This is based on the neutrally branded portal.

WHC Product Handbook – WHC 3.0

The BP provides 4 levels of access:

• Super Reseller/CP Administrator – users of Business Zone will be able to use their same login credentials to access the BP and will have access to all services and features for all their resellers or customers. This is typically used by CP Administrators to administer Site features on behalf of their customers. CP Administrator is also give to Sub-Reseller and Dealer accounts.

• Company Administrator – typically used by a CPs Company Administrator such as an IT manager. It enables the user to administer and manage all sites within the company they are assigned to. A Company Administrator is only able to make non-chargeable changes, i.e. configure the features their CP Administrator has set-up.

• Group Administrator – typically used by end user department administrators. Enables the user to only administer and manage the sites/groups that the Company Administrator has assigned to them. A Group Administrator is only able to make non-chargeable changes, i.e. configure the features their CP Administrator has set-up.

• End User – used by the end user to manage their personal features. The BP gives Company Administrators the ability to manage their own features, reducing costs for the CP and empowering their customers. For Users it gives complete control and flexibility on how they use their portion of the service.

The use of the BP for feature configuration is covered in full at the mandatory training session and supported by a detailed user guides, available from the Document Centre.

Provisioning on Business Portal As standard, each CP administrator on the Business Portal is set-up with ordering rights which allows ordering of the following components:

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• User Core Licenses excluding phone ordering

• User Add-Ons (includes Voice Recording)

• User Voice Recording – this is the only portal used for enabling Voice Recording against a User

This capability also allows:

• Add New Users up to an upper limit set by the CP on Business Zone

• Add New Add-Ons

• Modification of existing Users licenses

• Cessation of existing Users licenses

Modification and Ceases can be done quickly and simply in the Business Portal but it needs to be recognised that there are not as many safety controls in here. If these activities are done on Business Zone, there are more steps, thus ensuring an agent cannot accidentally Cease something. For this reason we recommend that Modify and Ceases should only be carried out on Business Zone.

Where a CP wishes too, they can assign ordering rights to enable Business Portal Company and Group Administrators to be able to manager User ordering. Ordering rights covers the following components:

• User Core Licenses

• User Add-Ons (includes Voice Recording)

• User Voice Recording – this is the only portal used for enabling Voice Recording against a User

This capability if switched on from Business Zone, will allow a Business Portal Company Administrator to:

• Add New Users up to an upper limit set by the CP on Business Zone

• Add New Add-Ons

• Modify existing Users licenses

• Cease and existing Users licenses

CP’s can choose to turn this on or off on a per Company basis and it can be modified at any time.

Raising Faults or Queries on Business Zone

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CPs are required to undertake all 1st line support to their end customers. We will provide 2nd and 3rd line support direct to our customer only. To aid your customer service centres we provide the following support tools:

• Access to a Document Centre which has a number of useful support documents

• Access to a Fault Diagnostics portal which enables real-time fault diagnosis.

• Access to a fault ticketing system to raise faults or queries, backed up by a phone number directed to a skilled helpdesk.

All of the above activities are initiated from Business Zone.

Document Centre – Wholesale Hosted Communications There are a number of documents available to a CPs ordering and support agents. All of these documents can be taken and used as a basis for your own documentation. Available documents include:

• Portal user guides

• Feature user guides

• CPE guides

• Authorised Equipment List

Fault Diagnostics

The system provides access to current and historical information on their Users service. Some examples of the types of activities that can be undertaken on the diagnostics portal are:

• Call Monitoring – Monitors completed call SIP traffic.

• Registration Viewer – Check user is registered correctly for service.

• User Calls Call Viewer – Monitors all recent calls.

• Device Viewer – Check end user devices and firmware levels.

• Audio Quality – Monitors the quality of audio streams providing MOS scores.

• Message Flow - On demand graphical SIP ladder call views.

• HTML and text file Reports – On demand HTML and text files exports.

Browsers Users will need to use one of the following browsers:

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• Microsoft Internet Explorer: 9.0 (and above)

• Mozilla Firefox: 13.0 (and above)

• Google Chrome: 11.0 (and above)

Fraud Management System

Our Fraud Management System (FMS) is provided at no additional charge to give you and your End Customer piece of mind against toll fraud. FMS is a signalling based analytics tool which analyses traffic flows in near real-time. It uses rules to monitor call trends in order to identify unusual calling patterns and generates alerts to the CP when an end users service is suspected of being compromised. Auto-barring linked to a fraud rule being triggered will only bars high risk call types (international / PRS), allowing customer business to function while the fraud is investigated. In addition, FMS also offers daily, weekly and monthly credit management functionality.

We provide an FMS portal for CPs with the following functionality:

• Dashboard of alerts and incidents

• Ability to opt a customer service in/out of auto barring

• Manage alerts

• Bar and unbar a customer service

• Set daily, weekly or monthly credit limits

Please refer to the “Fraud Management System Application User Guide”, available in the WHC Document Centre for further details.

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Features and Applications

The majority of features and applications are delivered directly from our Broadsoft softswitch and provide your Users with their communications features. We bundle these features into various feature packages (Site and User Feature Packs), which in effect becomes the line rental package. We also make chargeable add-ons/bolt-ons available to add to a Line pack to enhance its capability.

Features Matrix - Company

There are no Company packs as such, but some features are enabled at a Company level and then applied to all Sites and Users. An example of this is our Call Analytics add-on or SIPT Enterprise Trunking feature.

The following matrix provides an overview of the optional features available at a Company level, which are applied to all Sites and Users. These features are chargeable; please refer to the WHC terms and conditions for further details.

Optional Company Add-On Applications (Chargeable Site Technology per feature license)

Feature Name Centrex SIPT Mixed

Call Analytics** – iCS Insight Set-Up ✓ ✓ ✓

Call Analytics – iCS Insight Supervisor ✓ ✓ ✓

Call Analytics – iCS Insight Monitored User ✓ ✓ ✓

Call Analytics** – iCS Report Set-Up ✓ ✓ ✓

Call Analytics – iCS Report Supervisor ✓ ✓ ✓

Call Analytics – iCS Report Monitored User ✓ ✓ ✓

Call Analytics** – iCS Report Premier Set-Up ✓ ✓ ✓

Call Analytics – iCS Report Premier Supervisor ✓ ✓ ✓

Call Analytics – iCS Report Premier Monitored User ✓ ✓ ✓

Call Analytics – iCS Report Premier – Contact Centre Agent ✓ ✓ ✓

Call Analytics – iCS Dashboard Supervisor ✓ ✓ ✓

Call Analytics – iCS Console User ✓ ✓ ✓

Enterprise Trunking ✓ ✓

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Feature Descriptions - Company The following table provides a high-level overview on all of the Company features. For further detail on the feature, its application and information on how to configure it, existing CP’s can download the ‘Call Analytics User guide’ from the Document Centre.

Additional Site Features Description

Call Analytics – iCS Insight Enables businesses to use web portal to review all of their call statistics in near-time from pre-defined dashboard and/or wallboards.

The dashboard provides visual call activity, updated every 15 minutes, which includes:

• Hourly/daily call distribution

• Call activity by DDI/extension/user

• Missed call summary

• Unreturned missed calls by caller ID

The wallboard provides a number of pre-configured visual displays which include:

• DDI summary

• User summary

• Business summary

Each setup requires 1 mandatory supervisor admin login to be allocated.

This feature can only be added to a Customers Company by a CP administrator submitting an order form as a P4 ticket on the Business Zones ticketing system. It is then operated by authorised Company or Group administrators in the Call Analytics portal.

Call Analytics – iCS Insight One supervisor is assigned by default and this admin login Supervisor will have access to all functionality for this product. This is a single login but can be shared amongst users.

Call Analytics – iCS Insight Once this pack has been allocated to a Company, by default, Monitored User all Users are monitored and their call statistics captured.

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Call Analytics – iCS Report Enables businesses to use web portal to review all of their call statistics in near-time using pre-defined or customisable reports, dashboard and/or wallboards.

iCS Report offers additional reports, dashboards and wallboards on top of the iCS Insight product, as well as offering customisation. iCS Report also provides a reporting function and the following additional functions:

• Schedule reports for ‘yesterday’, ‘last week’, ‘last month’ or use custom dates.

• Browse an extensive catalogue of reports or use filters to customise your own. Report on call activity by extension, department, hunt group, DDI and user, including total calls, destination, talktime and ringtime.

• Incoming call analytics measure call volumes, targets, grade of service, percentage calls answered, calls abandoned, longest waiting and unreturned missed calls.

• Executive reports collate data from multiple reports, and provide observations & recommended actions.

• Customised dashboards and wallboards.

Each setup requires 1 mandatory supervisor admin login to be allocated.

Call Analytics – iCS Report One supervisor is assigned by default and this admin login Supervisor will have access to all functionality for this product. This is a single login but can be shared amongst users.

Additional login can be provided and enables a restricted view to be set-up against departments or sites for other users.

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Call Analytics – iCS Report Once this pack has been allocated to a Company, by default, Monitored User all Users are monitored and their call statistics captured.

Call Analytics – Report Enables businesses to use a web portal to review all of their Premier call statistics in real-time using pre-defined or customisable reports, dashboard and/or wallboards. Real-time provides live call data,

The dashboard, wallboards and reporting function provides the same functionality as the iCS Report product, but does this in real-time and allows call centre queues and agents to be monitored. With iCS Report Premier you get the following additional functions:

• Real time reporting; live calls waiting and call handling statistics by agent and ACD call queue.

• Report on total calls, destination, talktime, ringtime, grade of service, percentage calls answered, number of calls in queue, calls abandoned, longest waiting and unreturned missed calls.

• At a glance dashboards and wallboards display group performance parameters on a live tile.

• Live call statistics for queues and agents, such as number / duration of calls and availability.

• Supervisor management tools including agent presence monitoring.

• Review performance and use “what if” calculations to forward plan contact centre agent shifts.

Each setup requires 1 mandatory supervisor admin login to be allocated.

WHC Product Handbook – WHC 3.0

Call Analytics – iCS Report One supervisor is assigned by default and this admin login Premier Supervisor will have access to all functionality for this product. This is a single login but can be shared amongst users.

Additional login can be provided and enables a restricted view to be set-up against departments or sites for other users.

Call Analytics – iCS Report Once this pack has been allocated to a Company, by default, Premier Monitored User all Users are monitored and their call statistics captured.

Call Analytics – iCS Report Enhances the User monitoring capability by reporting on a Premier – Contact Centre Call Centre agent’s status and queue availability. Only Agent available on the Report Premier pack.

Call Analytics – iCS Allows a single user login to be set-up to access a users own Dashboard Supervisor data.

Call Analytics – iCS Console Can only be added where iCS Report or Report Premier User have been ordered. Provides a simple restricted view to just the iCS Insight Dashboard, and not the other features that come with these reporting packs.

Enterprise Trunking The Enterprise Trunks feature allows multiple Trunks configured at sites across the Company to be linked together to set up resilient call patterns along with a route exhaustion policy.

Call distribution options are:

• Load Balancing • Overflow • Most Idle • Least Idle

A SIPT or Mixed Site type is needed that has Trunk(s) configured when placing the order in Business Zone.

See separate Company Feature guide for detailed configuration information.

This feature can only be added to a Customer Company by a CP administrator from Business Zone through selecting the Premium channel type. It is then configurable by CP administrators or Company administrators in the BP.

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Features Matrix – Site

There are 3 Site feature pack available to choose from when creating a Site:

• Centrex Site – offers Centrex functionality and uses our cloud PBX

• SIPT Site – offers SIPT functionality, connects to a local PBX and uses some of the cloud PBX. Trunks with Channels are created as part of this build.

• Mixed Site – a combination allowing Centrex and SIPT users to be created

Selecting a Centrex site during an initial provision means you will not be asked unnecessary SIPT questions. Likewise, selecting a SIPT site means you will not be asked any Centrex specific questions. A Centrex or SIPT site can be easily modified to a Mixed site at a later date if required.

A Site pack contains a set of features that are set/managed by an administrator and inherited by a User. They can be classified as a ‘Group’ set of functionality. Typically these features, once configured, will set a global policy for all Users that sit under a site, i.e. Music on Hold. In some instances, a Site feature can set a global policy for all Users, but can then be configured individually for certain Users, i.e. International Call Barring.

In addition some Site features are capable of working across multiple sites, i.e. Hunt Groups. Further detail on Site feature capabilities can be read in the sections to follow.

The following matrix provides an overview of the features available at a site level.

Group Features Site Technology

Feature Name Centrex SIPT Mixed

Account Codes ✓ ✓

Authorization Codes ✓ ✓

Auto Attendants inc Auto Attendant Plus ✓ ✓ ✓

Call Capacity Management ✓ ✓ ✓

Call Director ✓ ✓ ✓

Call Logging ✓ ✓ ✓

Call Park ✓ ✓

Call Pick Up Groups ✓ ✓

Calling Plans ✓ ✓ ✓

Company Contacts ✓ ✓ ✓

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Configurable Extension Dialling ✓ ✓

Configurable Feature Access Codes ✓ ✓

Custom Ringback Group ✓ ✓

Device Management ✓ ✓ ✓

Group Calling Line ID ✓ ✓ ✓

Group Contacts ✓ ✓ ✓

Group Paging ✓ ✓

Holiday Schedules ✓ ✓ ✓

Hunt Group inc Hunt Group Plus ✓ ✓

Music On Hold ✓ ✓

My Room Bridge ✓ ✓ ✓

Phone Services ✓ ✓

Series Completion ✓ ✓

Site Intercept ✓ ✓ ✓

Time Schedules ✓ ✓ ✓

Trunk Group inc Trunk Group Plus ✓ ✓

Voicemail ✓ ✓ ✓

Voice Portal ✓ ✓ ✓

Optional business applications can also be added to a site. These features are chargeable; please refer to the WHC terms and conditions for further details.

Optional Site Add-On Applications (Chargeable Site Technology per feature license)

Level Centrex Centrex SIPT Mixed

Site Auto Attendant (additional) ✓ ✓ ✓

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Site Call Centres (ACD) inc. ACD Plus ✓ ✓ ✓

Site Voice Recording ✓ ✓ ✓

Site Voice Recording 30 Day Storage* ✓ ✓ ✓

Site Voice Recording 180 Day Storage* ✓ ✓ ✓

Site Voice Recording 7 Year Storage* ✓ ✓ ✓

*Voice recording storage is a global policy set for Sites that you create when you request Voice Recording to be added. 30 Day Storage is not directly charged as it is the User license which incurs the charge. However with 180 day and 7 year storage, this is charged per GB used across the site.

Feature Descriptions - Site The following table provides a high-level overview on all of the Site features. . For further detail on the feature, its application and information on how to configure it, existing CP’s can download the ‘Site Features Reseller Guide’ from the Document Centre.

Hosted Site Features

Account Codes Enables businesses to track and allocate calls expenditure to different departmental groups by prompting users for an

account code which can be between 2 to 14 digits long.

Please note that groups cannot have Account Codes and Authorisation Codes enabled at the same time.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Authorisation Codes Enables businesses to request a code before allowing the completion of particular calls. These codes can be between

2 to 14 digits in length.

Please note that groups cannot have Authorisation Codes and Account Codes enabled at the same time.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

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Auto Attendants inc Auto Enables businesses to have an automated receptionist Attendant Plus answer calls, providing a personalized message to callers with options for connecting to:

• Departments (i.e. 1 for sales, 2 for support)

• Extension users

• Operator

Please note the Auto Attendant does not queue calls or provide comfort music/announcements. Businesses requiring this will need to add a Call Centre ACD onto each option that requires alternative queuing/announcements.

Included within this feature is a ‘Plus’ pack that enables enhanced call forwarding functionality which includes:

• Alternate Numbers

• Call Forwarding Always

• Call Forwarding Selective

• Do Not Disturb

• Selective Call Acceptance

• Selective Call Rejection

• Voicemail

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Call Capacity Management Enables Customers to limit the call traffic associated with individual groups/sites by limiting the number of simultaneous calls that can be made to or from customer premises.

Customers can leverage this capability to ensure the available bandwidth for any given site is not exceeded nor impacts call quality.

This feature is initially created by a CP Administrator on Business Zone and subsequent groups can be added in the BP.

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Call Director Enables users to evoke a number of FMC solutions which includes:

• Make ‘One Number’ calls from any device

• Receive ‘One Number’ calls on multiple devices (SIM Ring)

• Control when secondary devices can be called

• Seamless transfer calls between devices

To set this feature up a central ‘Call Director’ portal has to first be established at a Site level.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Call Logger Enables Customers to monitor, view and compare real- time/historical call records across their Company, Site and Users. Also enables Users to see the same statistics but for their own traffic.

Records are displayed in a simple graph and all data can be exported to a CSV file.

Call Logger allows a Customer to monitor and categorise the following call types:

• International

• Premium Rate

• Non Geographic

• Mobile

• National

• Off-Net

• On-Net

This feature is used by CP Administrators, Company, or Group administrators in the BP as well as Users.

Call Park Enables a user to hold a call and to retrieve it from another phone station within the group.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

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Call Pickup Groups Enables a user to answer any ringing line within their pick up group.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Calling Plans Enables administrators to block specified incoming calls to their company, department and/or individual users by number type.

Enables administrators to block users from making certain types of outgoing calls by number type. Typically outgoing call types to International and Premium rate numbers are blocked. Also enables them to link Authorization codes to outgoing calls and/or have calls transferred to a nominated department to connect calls.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Company Contacts Enables administrators to create custom contact directories that contain all or a subset of Users from the Company. This directory pulls the details from existing Users on the platform built under the specified Company.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Configurable Extension Enables users at different sites to call one another using Dialling abbreviated dealing instead of requiring their whole public number to be dialled. This can range between two to six digits in length.

This feature is only configurable by CP administrators in Business Zone.

Configurable Feature Access Provides administrators with the option to specify the feature Codes codes (i.e. star codes) associated with their services (e.g., Last Number Redial, Call Return) via the Group web portal. Administrators have the option to configure two different feature access codes for the same service. For example, *69 and #81 could both be used to enable Call Return.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

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Custom Ringback Group Enables an administrator to play alternative audio, in place of ringing, to callers contacting either Users or Hunt Groups on a Site.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Device Management Enables administrators to inventory their Integrated Access Devices (IAD) and IP Phones.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Group Calling Line ID Enables users to present a single outbound Calling Line ID (CLI) from within a site, for all users or a set of users, including a single user. This feature will allow you to present out UK Geographic or Non Geographic numbers, but does exclude PRS and PNS numbers,

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Group Contracts Enables administrators to create custom contact directories that contain contacts (Name & Number) that are common to the Site (e.g. Suppliers Customers etc.). This feature allows external contacts, not on the WHC systems, to be imported into the Directory.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Group Paging Enables administrators to create a tannoy service by enabling a message to be sent/paged to multiple users/devices. This is different to Push-to-Talk which is a one to one paging service only.

This feature is configurable by CP Administrators, Company or Group administrators in the BP

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Holiday Schedule Enables administrators to build bespoke Holiday schedules that can be associated with the Auto Attendant add-on feature. A holiday schedule allows you to designate up to twenty different date ranges as holiday periods.

The system as standard contains the following 3 pre-built schedules; England & Wales, Northern Ireland and Scotland.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

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Hunt Groups inc Hunt Group Enables users within a group to be included in a specified Plus sub-group to handle incoming calls received by an assigned Hunt Group phone number. Users assigned to a Hunt Group can be located across different sites. Administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner:

• Regular sends calls to users in the order listed by an administrator

• Circular sends calls to a user following on from the last user to receive a call

• Uniform, send calls to a user that has been idle for the longest time

• Simultaneous rings all of the users in the group simultaneously; the first user to pick up the ringing phone is connected.

• Weighted rings Members in a pseudo-random fashion according to their relative weight/skillset (configured as % by administrator).

Included within this feature is a ‘Plus’ pack that enables enhanced call forwarding functionality which includes:

• Alternate Numbers

• Call Forwarding Busy

• Call Forwarding Always

• Call Forwarding Selective

• Custom Ringback User

• Do Not Disturb

• Pre-Alerting Announcement

• Selective Call Acceptance

• Selective Call Rejection

• Voicemail

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

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Music On Hold Enables businesses to upload an audio file (.wav file containing music, advertising, etc.) to particular site and user features, including:

• Call Centre ACD

• Call Hold

• Call Park

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

My Room Bridge Enables users to view and manage their Audio Conferencing (Conferencing) settings (when they have taken UC Team Add-on pack), including;

• Personal Audio Conferencing for up to 8 attendees per conference.

• Provides one click access to the conference, the ability to invite attendees and to manage active conferences.

• End conference when Chairperson (you) departs

• Mute all attendees on entry

• Select an options for when attendees join/leave the conference

This feature is configurable by CP administrators, Company or Group administrators in the BP.

Phone Services Enables administrators to push Company and Group Contacts to supported IP Handsets so that users can dial contracts from the handset. Where both Company and Group Contacts are pushed to these handsets, they will be merged as one directory.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

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Series Completion Enables administrators to create a “call forward busy chain”. Calls to lines that are busy will then forward to the next free

line using a pre-determined order, set by the administrator.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Site Intercept Enables incoming calls to a site to be intercepted and an announcement can be played that provides alternate routing options to callers. This feature is typically used to decommission phone lines, either temporarily or permanently and can be used to suspend service for non- payment.

This feature is only configurable by CP administrators in the BP.

Time Schedules Enables administrators to define time schedules that can be applied to Site or User features. Typically used for controlling Auto Attendants and other features outside of business hours. Time schedule can be applied to:

• Auto Attendant

• Call Notify

• Call Forwarding Selective

• Distinctive and Priority Ringing

• Selective Call Acceptance

• Selective Call Rejection

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

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Trunks Enables a SIP device, such as an IP enabled PBX or media gateway to be connected to the platform. Channels are configured on the Trunk that enable users connected to the PBX to make and receive external calls.

The Trunk can be configured with the following route exhaustion policies that apply to the entire trunk and all users:

• Call forwarding capacity exceeded • Call forwarding destination unreachable • Call forwarding always

The Trunk can be configured with the following route exhaustion policies that apply to the entire trunk and all users:

The following features are available on the Trunk number only:

• Calling Line ID Blocking • Calling Plans • Voice Portal

See separate Site Feature Guide for detailed configuration information.

A SIP Trunk is added to a Customer Site by a CP administrator from Business Zone. It is then configurable by CP administrators, Company or Group administrators in the BP.

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Trunk Group Plus Trunk Group Plus adds the following additional features to the Trunks feature that can be applied to the Trunk number only:

• Alternate Numbers • Call Forwarding • Call Forward Selective • Do Not Disturb • Selective Call Acceptance • Selective Call Rejection • Voicemail

See separate Site Feature Guide for detailed configuration information.

A SIP Trunk is added to a Customer Site by a CP administrator from Business Zone. It is then configurable by CP administrators, Company or Group administrators in the BP. Voicemail Enables Administrators to configure whether Voicemail is enabled or disabled for each Site, regardless of whether the User has this feature in their license pack. By default this is set to on.

This feature is configurable by CP Administrators in the BP.

Voice Portal Enables users to phone a central ‘Voice Services’ number , from any device/location, to configure and change certain Site and User features The following features can be changed:

• Auto Attendant greetings

• CommPilot Express profile

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

The following table provides further detail on what additional optional add-on features are available to be added to the Hosted Centrex Site license.

Additional Site Features Description

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Auto Attendants (Additional) Enables businesses to add an additional Auto Attendant layer/s to their existing Auto Attendant.

This feature can only be added to a Customer Site by a CP administrator from Business Zone. It is then configurable by CP administrators, Company or Group administrators in the BP.

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Call Centres (ACD) inc ACD Enables business to have access to a very basic Call Centre Plus ACD service that allows incoming calls to be received by a single phone number and distributed among a group of users, or agents. The following basic functionality is supported:

• Call Queuing with comfort announcements

• Comfort Announcements

• Estimated wait messages including queue position and wait time, as well as different high volume messages

• Overflow to alternate destinations for unanswered and stranded calls

• Redirection of calls outside business hours

• Music on Hold

• Uniform call distribution

A statistics report is generated at the end of each day and sent to e-mail addresses.

Please note this feature provides comfort music for one set of agents only. Where the ACD is used behind an Auto Attendant, one instance will be required for each Auto Attendant option requiring a different comfort message/using different agents.

Included within this feature is a ‘Plus’ pack that enables enhanced call forwarding functionality which includes:

• Alternate Numbers

• Call Forwarding Busy

• Call Forwarding Always

• Call Forwarding Selective

• Do Not Disturb

• Selective Call Acceptance

• Selective Call Rejection

• Voicemail

WHC Product Handbook – WHC 3.0

This feature can only be added to a Customer Site by a CP administrator from Business Zone. It is then configurable by CP administrators, Company or Group administrators in the BP.

Voice Recording 30 Days Enables businesses to securely store their Users Voice Storage Recording for 30 days in the WHC Cloud. After 30 Days, recordings will be deleted from the cloud. Before this deletion period these recordings can be downloaded and archived.

This feature can only be added to a Customers Site by a CP administrator submitting an order form as a P4 ticket on the Business Zones ticketing system. It is then operated by authorised Company or Group administrators in the BP.

Voice Recording Enables an Administrator to prevent their users from changing their own recording policy, i.e. stop a user turning their recording setting off.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Voice Recording 180 Days Enables businesses to securely store their Users Voice Storage Recording for 180 days in the WHC Cloud. After 180 Days, recordings will be deleted from the cloud. Before this deletion period these recordings can be downloaded and archived.

Voice Recording 7 Year Enables businesses to securely store their Users Voice Storage Recording for 7 Years in the WHC Cloud. After 7 Years, recordings will be deleted from the cloud. Before this deletion period these recordings can be downloaded and archived.

WHC Product Handbook – WHC 3.0

Features Matrix – User

These features are set by a User and are personal to that particular user. This User has complete control of how they interact with and configure the features based on their own preference or business requirement. An administrator is able to configure these features on behalf of a User and they can remove this feature on a per User basis if required. In some instances a feature may be part of an application, or require and application to execute. Further detail on User feature capabilities can be viewed in the sections to follow.

We have developed each packs based on a specific persona, or type of user, to enable you and your customers to identify which package is most likely to suit their communications needs. These personas are for guidance only and may not always match your customers’ needs so it is essential that you understand the features available within each package.

SIPT Trunking User Ideal for functional usage or where a PBX provides majority of the SIPT Users call features.

Similar feature pack as a SIPT Functional User, this user type allows quicker provision without the need to capture each individuals contact details. The PBX provides the majority of the users call features. Users are not able to access the configuration portal themselves and require an Admin to control any Hosted SIPT features.

Centrex/SIPT Functional User Ideal for functional usage or users that require a basic communications service.

By functional usage this could mean a lobby phone or a lift phone. Alternatively it could be for a User that only uses their phone infrequently so they do not need the plethora of features available in the other packs. The key feature not available in this pack is Voicemail. This pack is the second most common pack and will suit at least 30% of all deployments.

Centrex/SIPT Fixed User Ideal for users that work from a single fixed location with occasional homeworking.

By fixed usage this generally means that the User works from a single geographic location for the majority of their working week. This feature pack has all the features of the Functional User but

WHC Product Handbook – WHC 3.0

benefits from various call forwarding features to ensure they never lose calls and Voicemail for Centrex Users. This pack is the most common pack and will suit at least 60% of all deployments.

Centrex/SIPT Mobile User Ideal for users that roam around the office or work from multiple locations.

By mobile usage this generally means that the User is regularly mobile and works between different offices, likely to be their own company’s, as well as their customer’s offices. This feature pack has all the features of the Fixed User but benefits from an inclusive set of softphone applications that work on Smartphones. These applications enable the Users to make and receive calls on their single business number, when away from their primary device. This pack also benefits from a Hot Desking capability, allowing the User to log into other phones where WHC is deployed. This pack is the third common pack and will suit at least 10% of all deployments.

The following matrix provides an overview of the features available at a User level. There are three ‘User’ license feature packs that can be provisioned for Centrex; Functional User, Fixed User and Mobile User. For SIPT there are four types of ‘User’ license feature packs that can be provisioned; Trunking User, Functional User, Fixed User and Mobile User. These are chargeable; please refer to the WHC terms and conditions for further detail.

Personal User Centrex SIP Trunking Features

Feature Name Functional Fixed Mobile Trunking Functional Fixed Mobile User User User User User User User

Additional Line ✓ ✓ ✓

Alternate Numbers ✓ ✓

Answer ✓ ✓ Confirmation

Anonymous Call ✓ ✓ Rejection

Automatic Callback ✓ ✓

Automatic ✓ ✓ Hold/Retrieve

Basic Call Logs ✓ ✓ ✓ ✓ ✓ ✓

WHC Product Handbook – WHC 3.0

Call Barge-in ✓ ✓ Exempt

Call Centres ✓ ✓ ✓ ✓ ✓ ✓ (Agent)

Call Director ✓ ✓ ✓ ✓

Call Forwarding ✓ ✓ ✓ ✓ ✓ Always

Call Forwarding ✓ ✓ ✓ ✓ ✓ Busy

Call Forwarding No ✓ ✓ ✓ ✓ ✓ Answer

Call Forwarding ✓ ✓ ✓ ✓ ✓ ✓ ✓ Not Reachable

Call Forward ✓ ✓ Selective

Call Hold ✓ ✓ ✓

Call Notify ✓ ✓

Call Park ✓ ✓ ✓

Call Pick Up ✓ ✓ ✓ Groups

Call Policies ✓ ✓ ✓

Call Return ✓ ✓ ✓

Call Transfer ✓ ✓ ✓

Call Waiting ✓ ✓ ✓ ✓ ✓ ✓ ✓

Calling Line ID ✓ ✓ ✓ ✓ ✓ ✓ ✓ Blocking

Calling Line ID ✓ ✓ ✓ ✓ ✓ ✓ ✓ Delivery – External Calling Line ID Delivery

WHC Product Handbook – WHC 3.0

Calling Line ID ✓ ✓ ✓ ✓ ✓ ✓ ✓ Delivery – Internal Calling Line ID Delivery

Client Call Control ✓ ✓ ✓ ✓ ✓ ✓

Comm Pilot ✓ ✓ Express

Connected Line Identification Restriction

Directed Call ✓ ✓ Pickup with Barge In

Distinctive and ✓ ✓ Priority Ringing

Last Number ✓ ✓ ✓ Redial

Local Number ✓ ✓ ✓ Dialling

Do Not Disturb ✓ ✓

Hot Desking Host ✓ ✓

Hot Desking Guest ✓

Office UC for ✓ ✓ Smartphone

Office UC for ✓ ✓ Tablet

Personal Contacts ✓ ✓ ✓ ✓ ✓ ✓

Phone Services ✓ ✓ ✓

Pre-alerting ✓ ✓ Announcement

Push to Talk ✓ ✓

WHC Product Handbook – WHC 3.0

Remote Office ✓ ✓ ✓ ✓

Selective Call ✓ ✓ Acceptance

Selective Call ✓ ✓ Rejection

Sequential Ringing ✓ ✓

Simultaneous ✓ ✓ ✓ ✓ Ringing

Shared Call ✓ ✓ ✓ ✓ Appearance 5

Shared Call ✓ ✓ Appearance 20 and Multiple Call Arrangement

Speed Dial 8 ✓ ✓

Speed Dial 100 ✓ ✓

Time Schedule ✓ ✓ ✓ ✓ ✓ ✓

Three-Way Call ✓ ✓ ✓

Toolbar ✓ ✓

User Intercept ✓ ✓ ✓ ✓ ✓ ✓

Video Calling ✓ ✓ ✓

Voicemail ✓ ✓

Voice Portal ✓ ✓ ✓ ✓ ✓

Optional user applications can also be added to each user. These features are chargeable; please refer to WHC terms and conditions for further detail.

Personal User Centrex SIP Trunking Features

WHC Product Handbook – WHC 3.0

Feature Name Functional Fixed Mobile Trunking Functional Fixed Mobile User User User User User User User

Busy Lamp Field ✓ ✓ (BLF)

Fax Messaging ✓ ✓

Go Integrator DB ✓ ✓ ✓ ✓ ✓ ✓ (CRM Connect)

Go Integrator Lite ✓ ✓ ✓ ✓ ✓ ✓ (CRM Connect)

Office UC Desktop ✓ ✓ ✓ ✓ ✓ ✓ inc. Skype for Business Plug-in

Reception Console ✓ ✓ ✓ - Small Business

Reception Console ✓ ✓ ✓ - Enterprise

UC Business inc. ✓ ✓ ✓ ✓ Skype for Business Plug-In

UC Team inc. My ✓ ✓ ✓ ✓ Room and Skype for Business Plug- In

Voicemail ✓ ✓ ✓

Voice Recording ✓ ✓ ✓ ✓ ✓ ✓ ✓ User

Feature Descriptions - User The following table provides a high-level overview on all of the User features. For further detail on the feature, its application and information on how to configure it, existing CP’s can download the ‘User Features Reseller Guide’ from the Document Centre.

Please note that most of the User features can be controlled by the User of the service, using either the BP or other call control applications, providing the feature is available to be configured. However

WHC Product Handbook – WHC 3.0

a user with an Administrator profile can choose to remove the ability for their Users to use or configure particular features if required.

User Features Description

Additional Line Identity Enables a user to have more than 1 inbound/outbound line. These additional lines can be added to an existing IP Phone to provide the User with different identities.

This feature is configurable by CP Administrators in the BP.

Alternate Numbers Enables users to have up to ten 10 phone numbers and/or extensions assigned to them. Normal ringing is provided for incoming calls to the primary phone number and users have the option of enabling a distinctive ring for calls to their second and third phone numbers. For outgoing calls from the user, the user’s primary phone number is the calling line identity.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Answer Confirmation Enables users to accept or reject calls that are sent to other devices when Call Director, Simultaneous Ring or Sequential Ring feature is used. When a user does not accept or answer a call, this feature ensures the call is returned to the users WHC voicemail inbox, allowing them to manage one voicemail service.

This feature can be turned on or off by the User in the BP within the Simultaneous or Sequential Ringing feature set.

Anonymous Call Rejection Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. Calling parties are informed that the user cannot accept anonymous calls and are asked to call back without withholding their number.

This feature can be turned on or off by the User in the BP and Toolbar, but CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Automatic Callback Enables users who receive a busy condition to monitor the busy party and automatically establish the call when the busy party becomes available. This service is only available when calling within the same group.

This feature can be turned on or off by the User in the BP and Toolbar, but CP, Company or Group administrators can remove this functionality on a per user basis.

Automatic Hold/Retrieve Enables users to automatically hold and retrieve incoming calls without having to use a feature access code or flash key. It is useful for users who manage a large volume of incoming calls as it enables them to hold calls by simply transferring them to dedicated parking stations. A dedicated parking station is a separate user license reserved for holding or retrieving calls.

This feature is configurable by the User in the BP. CP, Company or Group administrators can remove this functionality on a per user basis.

Basic Calls Log Enables users to view and dial from the following lists of stored numbers: missed, received, and dialled. The Call Log is only accessed through the optional add-on application; Toolbar.

This feature is an inherent feature of the platform and is not configurable, but CP, Company or Group administrators can remove this functionality on a per user basis.

Call Barge-in Exempt Enables users to stop other users from being able to barge in on calls when they have the ‘Directed Call Pick-up’ feature enabled.

This feature can be turned on or off by the User in the BP and Toolbar, but CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Call Centres (Agent) Enables users (agents) to use the Business Portal, IP Phone, or soft clients to login/out of queues as well as update their status.

This feature is configurable by the User in the BP. CP, Company or Group administrators can remove this functionality on a per user basis.

Call Director Enables user to better manage calls when on the move using the following FMC features:

• Make ‘One Number’ calls from any device

• Receive ‘One Number’ calls on multiple devices (SIM Ring)

• Control when secondary devices can be called

• Seamless transfer calls between devices

When call Director is used, the separate Answer Confirmation and Simultaneous Ring features do not need to be used as they are inherent within this feature.

This feature is configurable by the User in the BP and Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

Call Forwarding Always Enables a user to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service using one of the following options: BP, Toolbar, Dialling a Feature Code.

This feature is configurable by the User in the BP, Toolbar and Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

Call Forwarding Busy Enables a user to redirect calls to another destination when an incoming call encounters a busy condition. Users have the option to activate and deactivate the service using one of the following options: BP, Toolbar, Dialling a Feature Code.

This feature is configurable by the User in the BP, Toolbar and Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Call Forwarding No Answer Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service using one of the following options: BP, Toolbar, Dialling a Feature Code.

This feature is configurable by the User in the BP, Toolbar and Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

Call Forward Not Reachable Enables a user to proactively or reactively direct incoming numbers to another telephone numbers if their normal destination number is unreachable, This is a Disaster Recovery (DR) feature that is generally used to mitigate problems with access connectivity. Users have the option to activate and deactivate the service using one of the following options: BP.

This feature is configurable by the User in the BP, Toolbar and Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

Call Forward Selective Enables a user to define criteria that causes certain incoming calls to be redirected to another destination, often used with a Holiday or Time Schedule.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Call Hold (inc flash) Enables a user to place a call on hold.

This feature is an inherent feature of the platform and is not configurable.

Call Notify Enables a user to define criteria that cause certain incoming calls to trigger an email notification.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Call Park Enables a user to hold a call and to retrieve it from another phone station within the group.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Call Pickup Groups Enables a user to answer any ringing line within their pick up group.

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

Call Policies Enables a user to allow or restrict whether they display their number to on-net callers when they forward their call to another number, i.e. Mobile number.

This feature is configurable by the User in the BP. CP, Company or Group administrators can remove this functionality on a per user basis.

Call Return Enables a user to call the last party that called using a feature code when using an analogue handset behind an ATA.

This feature is not configurable; however a CP, Company or Group administrator can remove this functionality on a per user basis in the BP.

Call Transfer (Blind and Enables a user to transfer a call to another user and offers Consultative) consultative or blind options. Consultative allows the user to confer with the user before transferring and blind enables automatic transfer of the call. Both methods can be done by using one of the following options: IP Handset, Toolbar.

This feature is not configurable; however a CP, Company or Group administrator can remove this functionality on a per user basis in the BP.

WHC Product Handbook – WHC 3.0

Call Waiting Enables a user to answer a call while already engaged on another call. Users have the option to use the feature by using one of the following options: Dialling a Feature Code, Toolbar.

This feature can be turned on or off by the User in the BP and Toolbar or by dealing a feature Access code. However a CP, Company or Group administrator can remove this functionality on a per user basis.

Calling Line ID Delivery – Enables a user to block the delivery of their CLI to other Blocking parties. This can be done on all calls or users can evoke a feature code to allow delivery on certain calls.

This feature is configurable by the User in the BP, Toolbar and Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

Calling Line ID Delivery – Enables the delivery of an incoming caller’s identity which External can include the caller’s phone number and name, from existing users of another site, or from outside the company.

This feature can be turned on or off by the end user in the BP and Toolbar, but CP, Company or Group administrators can remove this functionality on a per user basis.

Calling Line ID Delivery – Enables the delivery of an incoming caller’s identity which Internal can include the caller’s phone number and name, from existing users within the same site.

This feature can be turned on or off by the end user in the BP and Toolbar, but CP, Company or Group administrators can remove this functionality on a per user basis.

Calling Name Retrieval Please note this feature is not supported and all references to this on the BP will be removed in future code updates.

Client Call Control Enable users to control calls from WHC applications such as CRM Connect or Toolbar. Users can then make, receive and hold calls from these applications.

This feature is an inherent feature of the platform and is not configurable, but CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

CommPilot Express in Enables users to pre-configure multiple profiles for Toolbar managing incoming calls differently based on the user’s status. This feature needs the Toolbar application add-on to

work. The following profiles are available:

• Available – In the Office

• Available – Out of the Office

• Busy

• Unavailable

Each profile includes preferences for managing relevant incoming call functions.

It can be controlled using one of the following options: Toolbar, Voice Portal. If a user elects to use CommPilot Express, it will take preference over all of the other service settings associated with processing incoming calls (Call Forwarding Always etc.).

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Connected Line Identification Enables a user to allow or restrict whether they display their Restriction number to on-net callers when another person forwards a call to them.

This feature is configurable by the User in the BP. CP, Company or Group administrators can remove this functionality on a per user basis.

Directed Call Pickup with Enables users to also barge in on a call in progress, thereby Barge In creating a three-way call. Administrators can configure whether or not a warning tone is played when a barge-in occurs.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Distinctive and Priority Enables users to set distinctive ringing tone for incoming Ringing calls if they meet set criteria, which can be based on Holiday/Time Schedules, or particular numbers.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Last Number Redial Enables users to redial the last number by using one of the following options: IP Handset, Dialling a Feature Code, Office UC soft clients or Toolbar.

This feature is not configurable; however a CP, Company or Group administrator can remove this functionality on a per user basis in the BP.

Local Number Dialling Enables a user to make local calls within the same area code, without having to dial the area code. This is based on users with phone numbers on our platform sharing the same area code of the recipient that they intend to dial, and has no relevance to their actual geographic location.

This feature is not configurable but an Administrator can block this using the Calling Plan feature.

Do Not Disturb Enables users to set an unavailable profile which will direct all calls to voicemail using one of the following options: BP, IP Handset, Dialling a Feature Code, or Toolbar.

This feature can be turned on or off by the User in the BP Toolbar and Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

Hot Desking Host Enables a User device to be logged into and used as a Hot Desk.

This feature needs to be turned on by a CP, Group or Company administrator in the BP.

WHC Product Handbook – WHC 3.0

Hot Desking Guest Enables a user to temporarily associate their CLI and profile onto another IP handset, allowing them to make and receive calls from their number on this temporary device. The other handset will need to be registered to a User license that has Hot Desking Host enabled.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the BP or Voice Portal.

Office UC for Smartphone Enables user to make and receive voice and video calls, using their WHC number, on Apple IOS and Google Android IOS Smartphones. Users are able to use this device as either a Primary or shared Secondary device.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the application itself.

Office UC for Tablet Enables user to make and receive voice and video calls, using their WHC number, on Apple and Android tablets. Users are able to use this device as either a Primary or shared Secondary device.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the application itself.

Personal Contacts Enables administrators and users to create a custom contact directory that contains a User’s personal list of contacts.

This feature is configurable by the User in the BP or Toolbar, but CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Phone Services Enables users to push Personal Contacts to supported IP Handsets so that users can dial contracts from the handset.

It also enables a User to select which contacts it wants from the Company Directory. Where Company, Group and Personal Contacts are pushed to these handsets, they will be merged as one directory.

This feature is configurable by the end user in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Pre-alerting Announcement Enables a user to play a pre-announcement message to callers, prior to alerting the user, and before any ringing is heard.

This feature is configurable by the User in the BP. CP, Company or Group administrators can remove this functionality on a per user basis.

Push-to-talk Enables user-to-user to place calls to other users within their site and have the end device automatically answer the call (intercom service). Users and administrators can define accept and reject lists, which may include wildcards.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Remote Office Enables users to make and receive calls using their WHC CLI from any location, regardless of device, so long as they have an internet connection and access to any phone handset. This feature needs the Toolbar application add-on to work.

The feature will hijack a phone device to make and receive calls on the user’s number, and all billable events appear against the WHC user’s account. The toolbar is used to turn on the feature and to tell the service which handset to dial for incoming calls and then used to initiate outbound calls.

This feature is configurable by the User in the BP, Toolbar or Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Selective Call Acceptance Enables a user to define criteria for accepting calls either based on Holiday/Time schedules or a per number basis. Calls that do not meet these criteria are blocked and the caller is informed that the user does not wish to receive the call.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Selective Call Rejection Enables a user to define criteria for rejecting calls either based on Holiday/Time schedules or a per number basis. Calls that meet the criteria are blocked and the caller is informed that the user does not wish to receive the call.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Sequential Ringing Enables users to define a “find-me” list of phone numbers that are alerted sequentially for incoming calls that match specified criteria. While the service searches for the user, the calling party is provided with a greeting followed by periodic comfort announcements.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Simultaneous Ring Enables users to have multiple phones ring simultaneously when any calls are received on their WHC phone number. The first phone to be answered is connected. For example, calls to a user’s desk phone could also ring the user’s mobile phone, in case the user is not at their desk.

This feature is configurable by the User in the BP, Toolbar and Office UC. CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Shared Call Appearance 5 Enables a user to share their WHC CLI across 5 different additional devices, enabling them to receive calls on these other devices. This feature is typically used in conjunction with any of the Office UC applications and other handsets.

Outbound calls can be made from any of the configured devices but only one call at a time is supported from a user’s account.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Shared Call Appearance 20 Enables a user to share their WHC CLI across 20 different & Multiple Call Arrangement additional devices, enabling them to receive calls on these other devices. This feature is typically used in conjunction with any of the Office UC applications and other handsets.

With Multiple Call Arrangement, calls can be made from any of the configured devices, allowing simultaneous calls from each device.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Speed Dial – 8 Enables users to dial single digit codes or click-to-dial from the Toolbar to call up to eight different numbers, such as frequently dialled numbers or long strings of digits that are hard to remember.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Speed Dial – 100 Enables users to dial double digit codes or click-to-dial from the Toolbar to call up to 100 different numbers, such as frequently dialled numbers or long strings of digits that are hard to remember.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

WHC Product Handbook – WHC 3.0

Time Schedules Enables users to select an existing time schedule, or create a new one that they can then apply to their features. Time schedule can be applied to:

• Auto Attendant

• Call Notify

• Call Forwarding Selective

• Distinctive and Priority Ringing

• Selective Call Acceptance

• Selective Call Rejection

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Three-Way Calling Enables a user to make a three-way call with two other parties by using one of the following options: IP Handset, Office UC soft clients or Toolbar.

This feature is an inherent feature of the platform and is not configurable, but CP, Company or Group administrators can remove this functionality on a per user basis.

Toolbar Enables a user to control calls and turn features on or off from the Toolbar in Outlook, Internet Explorer or Firefox, saving them the need to log into a portal. With the Toolbar users have access to the main functionality of the service and can control this at the click of a button.

The toolbar is especially useful for providing users with advanced functionality, without exposing too much, or confusing them by providing access to a website.

This feature is configurable by the User in the Toolbar Application itself.

WHC Product Handbook – WHC 3.0

User Intercept Enables the user to intercept incoming calls and play an announcement that provides alternate routing options to callers. This feature is typically used to decommission phone lines, either temporarily or permanently.

This feature cannot be configured by end users but CP, Company or Group administrators can configure on the users behalf in the BP. A CP, Company or Group administrator can also remove this functionality on a per user basis.

Video Calling (On Net Point- Enables two users under the same ‘Customer’ Group to 2-Point) make and receive On Net Video calls using one of the following soft clients: Office UC Smartphone, Office UC Tablet and Office UC Desktop. Video calls can also be made on a number of approved hardware IP phones, please see the Authorised Equipment List in this document for a list of these devices.

This feature is not configurable; any users with an approved client will be able to make these Video Calls.

Voicemail Enables the user to have a voicemail service which they can access from any device, as well as have all voicemails emailed to a single email address as a .MP3 file.

This feature is configurable by the User in the BP, but CP, Company or Group administrators can remove this functionality on a per user basis.

Voice Portal Enables users to phone a central ‘Voice Services’ number , from any device/location, to configure and change certain Site and User features The following features can be changed:

• Auto Attendant greetings • Automatically Login To Voice Portal from the Phone

This feature is configurable by CP Administrators, Company or Group administrators in the BP.

The following table provides an overview on what optional add-on feature/applications are available to be added to users.

WHC Product Handbook – WHC 3.0

User Add-Ons Description

Busy Lamp Field (BLF) Enables users to become receptionists when using a hardware (sidecar) console that can be attached to an IP phone. The BLF license enables this hardware to monitor user’s status through a series of illuminated lights on the sidecar.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the BP.

Fax Messaging Enables users to receive faxes over email using a new dedicated fax number.

This feature can only be added to Users service offering by a CP in Business Zone. CP, Company or Group administrators can then configure in BP. The User can also turn on or off in the BP.

Go Integrator DB (CRM Enables users to integrate call control into a number of CRM Connect) systems, providing the following functionality:

• Automatic screen popping of customer files when inbound calls are received

• Call Control from PC

• Click-to-dial from CRM file

In addition the application will allow:

• Configuration/control of a number of features

• Monitoring of a User’s presence status

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the application itself.

WHC Product Handbook – WHC 3.0

Go Integrator Lite (CRM Enables users to integrate call control into Lotus Notes and Connect) Microsoft Outlook, providing the following functionality:

• Automatic screen popping of customer contact details from Lotus Notes and Microsoft Outlook

when inbound calls are received

• Call Control from PC

• Click-to-dial from Lotus Notes and Microsoft Outlook

In addition the application will allow:

• Configuration/control of a number of features

• Monitoring of a Users presence status

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the application itself.

Office UC Desktop inc Skype Enables user to make and receive voice and video calls, for Business Plug-In using their WHC number, on Personal Computers, Windows and Apple based O/S. Users are able to use this device as either a Primary or shared Secondary device.

Users that already use Microsoft Skype for Business or Lync 365 cloud version for Instant Messaging, can use our Skype for Business plug-in application, available in this pack.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the application itself.

Reception Console - Small Enables users to become receptionists by providing them Business with a web application that allows them to monitor users and easily transfer calls. The console can actively monitor up to 30 users at a time.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the application itself.

WHC Product Handbook – WHC 3.0

Reception Console - Enables users to become receptionists by providing them Enterprise with a web application that allows them to monitor users and easily transfer calls. The console can actively monitor up to 200 users at a time.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by CP administrators, Company or Group administrators and Users in the application itself.

UC Business, inc. UC Enables users to have Instant Messaging (IM) and presence Desktop application and from a desktop application. This application is the same Skype for Business Plug-In application used for Office UC Desktop., Please note this bundle includes the UC Office Desktop application so you do not need to order that separately.

This feature includes an inclusive desktop application that enables:

• Voice and Video calling (including inbuilt softphone)

• Instant Messaging and presence

• Contacts and basic feature management

Users that already use Microsoft Skype for Business or Lync 365 cloud version for Instant Messaging, can use our Skype for Business plug-in application, available in this pack.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by Users in the application itself.

*To use the smartphone application a user will need to use a Mobile User pack.

WHC Product Handbook – WHC 3.0

UC Team inc My Room inc. Enables users to have Instant Messaging (IM), presence, UC Desktop application and desktop sharing and audio conferencing from a desktop. Skype for Business Plug-In This application is the same application used for Office UC Desktop. Please note this bundle includes the UC Office Desktop application so you do not need to order that separately.

This feature includes an inclusive desktop application that enables:

• Voice and Video calling (including inbuilt softphone)

• Instant Messaging and presence

• Contacts and basic feature management

• 8 person audio conferencing facility

• Desktop sharing

Users that already use Microsoft Skype for Business or Lync 365 cloud version for Instant Messaging, can use our Skype for Business plug-in application, available in this pack.

This feature can only be added to Users service offering by a CP in Business Zone. It is then configurable by Users in the application itself.

Voicemail Enables SIPT users to have voicemail add their feature set.

This feature can only be added to Users service offering by a CP in Business Zone or Business Portal. It is then configurable by CP administrators, Company or Group administrators and Users in the application itself.

Voice Recording User Enables a User’s calls to be recorded and stored in a secure cloud environment. The Voice Recording User add-on can be added to all 3 User license types; Functional, Fixed and Mobile.

A Voice Recording User will have their recordings stored for either 30 days, 180 days or 7 years, depending on what policy has been set-up on the initial order form.

This feature can only be added to Users service offering by a CP in Business Zone or Business Portal. It is then configurable by Users in the application itself.

WHC Product Handbook – WHC 3.0

Calls – Voice & Video

Our WHC proposition has calls provided as standard. CPs cannot use their own or another’s call package as this is an intrinsic part of the proposition. The calls service enables Users to make and receive calls to any number, based upon their Calling Plan settings. With the exception of Premium Rate, all call destinations can be reached as standard, unless the Calling Plan is updated in the BP. Premium rate can be unlocked in the BP if required.

Voice Calls

On Net Voice WHC enables Users from multiple sites to make On Net voice calls directly between each other, either on-site or off-site, without the call touching the legacy voice telecommunications network. This enables BTW to offer these calls to you at zero cost as the number is routed via our cloud network to its end destination and over your customer’s data networks, without ever touching the legacy voice networks.

On Net calling will allow Users of the service to reduce their outlay on inter-company calls from any geographic location. Whether using a fixed handset or a soft-client, so long as the User is connected to a wired or wireless network, IP or 4G, then they can call any of their colleagues who are using WHC, free of charge, anywhere in the world. The Office UC add-on applications enable existing Smartphones, Tablets and PC’s to be used to make these On Net calls. Businesses with nomadic workers, workers that travel internationally, and homeworkers can significantly benefit from On Net Calling.

All calls made between BTW’s CP Users, i.e. BTW Customer A partition, will be zero rated, calls to other WHC Users on another CP partition will be charged as an Off Net call. The added benefit of On Net calling is that all of the IP handsets that we sell enable High Definition (HD) voice to be transmitted between users. HD voice will not use any more bandwidth than a standard (G711 codec) call placed on the network but will provide a true high quality voice conversation.

Please note calls made to Wholesale Hosted Centrex, 1.0 and 2.0, or to our sister product IPVS, and vice-a-versa, are treated as On Net calls and zero rated, within the CP’s billing account.

Email [email protected] or call 0800 671 045

www.btwholesale.com

WHC Product Handbook – WHC 3.0

Off Net Voice When Users of the service make or receive voice calls from non IP networks, PSTN/Mobile/International, or alternative IP networks, we utilise our IP Exchange (IPX) platform to complete the call. IPX is used to bridge legacy and 21st century voice networks to enable any user on any device and any network to make and receive calls.

Outgoing calls to non WHC numbers, PSTN/Mobile/International/other VoIP etc. are routed to the WHC switches and then directly to IPX. This then routes the call out via BT and 3rd party networks to ensure the call makes it to its end destination. Likewise incoming calls from non WHC Numbers are routed into IPX’s number management system and then routed through the WHC platform to their IP destination.

Off net calls are charged at a ‘Pence per Minute (PPM)’ call rate and benefit from lower tariffs compared to more traditional voice call transportation products, except where an inclusive calls package is taken. IPX is directly embedded into the WHC service so Customers do not need to worry about how these calls are moved across the network. For Users of the service, calls are made and received in the same way as they are today.

Video

On Net Video WHC enables CP’s and their Users to make point-to-point, one-to-one, on-net video calls between two parties. Both users need to be using one of the following video ready client applications available from WHC:

• Office UC Desktop Softphone

• Office UC Smartphone Softphone

• Office UC Tablet

In addition to these soft-clients video calling is also enabled on the following IP handsets:

• Polycom VVX 500 (when used with an extra Polycom VVX USB camera)

• Polycom VVX 601 (when used with an extra Polycom VVX USB camera)

• Polycom VVX 1500

On Net video calling is available as standard at no extra cost on the applications and devices detailed above but CP’s will need to be aware of the extra bandwidth required to make a video calls. As a general rule of thumb, Video calls will use a maximum of 500kbps per call but depending on the device used and quality selected may use less.

WHC Product Handbook – WHC 3.0

Number Management

All Users require a public telephone number and some Site features require telephone numbers to work correctly, i.e. Hunt Groups. CP’s are able to purchase new numbers from Business Zone and/or arrange to port their Users existing telephone numbers.

New Numbers

Using Business Zone, a CP is able to request new geographic* numbers for a Company as part of the single order journey. Contiguous blocks of up to 100 numbers can be ordered. However please note, numbers added to a Company can only be moved between Sites and Users, and not between Companies’, so please only order the numbers you require. New numbers are charged on a per number basis; please refer to the pricing section of this document for further information.

New number requests will automatically present the next 5 available ranges to the CP, within a matter of seconds. CP’s can then pick the block they wish to apply to the Company and then via the single order journey allocate all or some of these numbers down to Sites and then Users. Please note, numbers are only reserved for 12 hours, so Orders will need to be completed and submitted within this time frame. Where numbers are added to a Company, Site or User and not submitted within 12 hours, these numbers will be returned to BTW.

As part of the single order journey on Business Zone we will we require end user location details to be provided at the time of order. This enables both of us to comply with our PATS regulations, in particular General Condition 4. We will use these details to activate the numbers and ensure the Emergency Services database is provided with accurate address information in the event of an emergency.

*Please note 0203 has now replaced 0207 and 0208 for new London number requests.

Number Porting - Imports

Using Business Zone, a CP is able to request geographic number(s) to be ported to the service. Number porting has two variants; Single Line Porting (SL) and Multi-Line (ML) Porting.

Once numbers port requests have been placed and accepted by the Losing Communications Provider (LCP), these numbers can be added to a Company, its Site (s) and Users. However please note they should ideally not be activated against users until the port completion date. Number porting is charged on a per request basis; please refer to the pricing section of this document for further information.

Please note all quoted lead-times are the minimum amount of days required to progress the number import. We recommend that you allow at least a further 3 days on top of these lead-times.

WHC Product Handbook – WHC 3.0

Single Line Single Line Porting typically caters for an individual line that terminates onto a socket where one number is provided, i.e. a PSTN line. Where a single line number terminates onto a Feature line service, for the purpose of porting, this is usually classed as a Multi-Line order.

Multi-Line Multi-Line Porting caters for PBX groups or single lines that terminate on equipment, i.e. ISDN or 11+ single lines at a single address. There are three types of DDI porting requests that come under Multi- Line requests:

• Multi-Line (30 Lines or Less) – is where main billing numbers and associated numbers terminate on ML equipment, i.e. PBX. In this scenario the numbers have not been built as a DDI range.

• Multi Line Simple DDI (31 Lines or greater) – is where an entire block of numbers is to be ported over. This includes the main billing number and associated DDI’s.

• Multi-Line Complex DDI – as per Simple DDI but block is to be broken up, with some lines being ported, some being ceased and some remaining on a TDM service such as ISDN.

The above lead-times are based on BT Openreach having a porting agreement in place with the provider (CP) who is losing the number, losing CP (LCP). If this is not in place then please allow an extra 80 days for service establishment to be setup. If you would like to check on whether we have a particular agreement then you can raise a ticket on Business Zone.

Please note if you ask for a number to be ported from a another CP to WHC, the existing telephone line for that number will cease as a result of the number being ported away from the service. Please ensure that any DSL services are moved before a porting request is made.

WHC Product Handbook – WHC 3.0

Directory Enquiries Entrys

We provide the ability for CP’s to add ‘New Numbers’, purchased through WHC, to our Directory Management System (DMS), which in turn feeds all Directory Enquiries (DQ) service in the UK. Alongside this, we also provide the capability to add, amend or cease existing Ported Numbers that are used on the WHC service.

This capability ensures BT meets it obligation to General Condition 19, under section 45 of the Communications Act 2003. Also in exceptional emergency circumstances the customers Directory Information may be used by BT to perform an emergency service where a few specifically trained BT Retail voice directory enquiry operators can connect authorities to ex-directory (XD) telephone numbers held on the Database.

DMS is a single industry database that feeds all of the Directory Enquiries (DQ) products and contains over 27 million records. DMS feeds traditional voice DQ services such as 118 xx voice services as well as online web based services, and into printed BT Phonebooks.

When adding a phone number to the DMS, your end user will be able to determine the type of entry they would like, which in turn decides what forms of media it is available to:

• DE: Directory Entry – listing will feed to all directory products including 118x voice, bureau, online, CD-ROM or printed services. All Businesses should ideally have at least one DE entry. Directory listings classified as main listings with a full postcode and an entry type of DE may be entitled to a free of charge listing in the BT Phone Book.

• DQR: Directory Enquiry Record – listing will be available to 118 voice, online and tele- appending/bureau services, but not available in printed services.

• XD/NC: Ex-Directory No Calls – listing will feed to 118 voice, online and tele-appending services but the telephone number is withheld and calls will not be connected.

This Business listing can then have either a single number or a group of numbers assigned to it.

The minimum detail we will need to perform a listing is:

• Trading name

• Address with a locality

• Full postcode

• Telephone number

Once the entry type/media has been selected, the exact type of listing can then be chosen:

• DQ Main: This is simply the main number and address for the business. Main DQ entries with full postcode and an entry type of DE may be entitled to a free of charge listing in the BT Phone Book. Not all listings are suitable for inclusion in the BT Phone Book. For full details please see BTs Directory Entry Entitlement Policy;

WHC Product Handbook – WHC 3.0

http://www.thephonebook.bt.com/media/pdf/BT_Directory_Entry_Entitlement_Policy.pdf

• DQ Additional: Allows the same telephone number to be listed more than once.

• Special Phone Book Entries (SPBE) – These listing types are chargeable and allow you to select a specific phone book to add the number to. Enhanced typefaces are available to help with advertising the entry.

If your end user wishes to have any new numbers, acquired from us, advertised in the BT Phone Book, then this will be classified as a SPBE. SPBEs can appear nationally in all BT Phone books, or locally in the Phonebook covering the geographic area associated with the entry’s address. An SPBE entry will appear in the phone book in the Business A-Z section. Please note if a telephone number is ported to us and has a SPBE listing on DMS it will be ported 'as is' and charges will apply to you. Further information is provided in the Pricing section further down.

In order to request any additions or changes you will need to download the order form shown below, from our WHC Document Centre. Once you have completed this, it needs to be uploaded to our Fault Ticketing system as a P4 ticket, which will be turned around in 5 working days. Guidance on how to fill this is covered in the order form.

WHC Product Handbook – WHC 3.0

Pricing and Billing

There is no charge for adding numbers to the Directory Management System (DMS) but SPBE entries are chargeable. The SPBEs charges we provide to you are wholesale prices and you can add your own margin to these.

An annual charge for each SPBE listing will apply from the publication cut-off date for the Phone Book. CPs will be charged for SPBEs during the month after the Phone book the entry appears in is published. Please refer to the following link to see the standard industry pricing for these services:

• http://www.bt.com/pricing/current/Exch_Lines_boo/0009_d0e1.htm#0009-d0e1

These prices appear in the WHC pricing files under the Numbering tab.

WHC Product Handbook – WHC 3.0

These charges will be billed for annually and will appear on the invoice under the Adjustments section. Adjustments is a section of our invoice where we can enter manual charges and manual descriptions for services.

As this is a manual entry it does not appear in the BBU specification but as stated above, we will send an encrypted spreadsheet, by the 11th day of each month, to the Billing contact that we have listed in our CRM system. A sample of what the email will look like can be seen below:

This contact will then have 5 WD’s to confirm whether or not they wish to remove these charges. A sample report will be made available on the WHC Document Centre.

Please note when you port a number to us that has a SPBE listing, the responsibility for payment and updates will move to yourself. Therefore during your sales cycle you need to ensure you check whether your customer has an SPBE listings, and whether they wish to retain this going forward. Prior to the annual renewal period we will email you an encrypted data file that confirms all entries under your ownership, allowing you to update or remove these entries before charging occurs.

WHC Product Handbook – WHC 3.0

Additional Information • CPs must ensure they obtain the necessary consent under the Data Protection Act 1998, the Privacy and Electronic Communications Regulations 2003, and any other relevant data protection statutes or regulations to enable them to supply Customer Directory Information to DMS.

• CPs and BT will ensure that the management of directory information complies with the Data Protection Act 1998 and all other relevant regulation in the handling of customer data.

• CPs must ensure that any customer directory information supplied to DMS is comprehensive, accurate, and up to date in accordance with its Customer’s requirements and that the Entry Type (DE, DQR, or XD/NC) is clearly marked. For more information about entry types please refer to the Order Form.

• BT will use best endeavours to ensure that the information provided by the CP is entered into DMS as accurately and completely as possible.

• If BT receives a Data Subject Access Request (an individual exercises their right under the Data Protection legislation to see what data is held on DMS for them) BT will provide details of the directory listings held on DMS and will inform the CP at the earliest opportunity.

• BT will remove any directory entry from DMS if the CP is unable to confirm and warrant that they are the owner of any trademarks, any copyright, or other related intellectual property rights

• Due to the lifecycle of printed directories some customers’ directory entries may continue to be present in directories (phonebooks) for an 18 month period after the listing has been ceased from DMS. Similarly it may also be available in other directory enquiry facilities for a short period.

• If BT receives a complaint or query relating to the data held on DMS, the details will be passed on to the CP to resolve and/or to provide updated directory information. Similarly if inaccurate data is identified as a result of a BT data cleanse exercise, details of erroneous listings will be provided to the CP so that they can provide correct updated information.

• If a CP ceases to operate and is unable to update the data held on DMS, BT will either port the data to the Operators inheriting the subscribers concerned or exceptionally will cease the listings.

WHC Product Handbook – WHC 3.0

IP Connectivity

IP access connectivity is required before a Hosted Communications solution can be delivered. The access is the transmission medium that carries calls to and from the User premises and into our network. There are two categories of IP connectivity:

• Publically Addressed Networks

• Bring Your Own Network (BYON)

We currently support the use of publically addressed network IP connectivity products on WHC. Private network interconnects can be set up using our Bring Your Own Network (BYON) capability. WHC is typically deployed over ADSL for 50 Centrex users and below or 10 SIP Trunking Channels.

CP’s can procure all of their IP connectivity from BT or use their own if they are a network provider. Our Managed Broadband Service (Broadband Complete) can be ordered directly from the WHC Business Zone single order journey. Alternatively other access products can be bought from BTW and used with the service.

Publically Addressed Networks

These networks use internet based solutions as the method for delivering voice which includes DSL and Dedicated Internet Access (DIA) options, both of which can be purchased from BT. For the purpose of the DSL section, the deployment type discussed will be ADSL as this is the primary option used with WHC. SDSL and VDSL technologies are supported but their application is few and far between.

DSL Internet Connectivity – Broadband Complete with Optional Router Managed DSL can be ordered from Business Zone when you are creating a Hosted Centrex or SIP Trunking service, and is ordered as a component of the Site. Managed ADSL/Managed Broadband, allows you to resell our DSL services without the need to build or manage a DSL product.

Our BT Wholesale Managed DSL product is called Broadband Complete and is also available for CPs to resell via the separate Broadband Complete portal. However when using this service for WHC we recommend using our single order journey as it is simple and is commercially beneficial to buy as a bundled package.

Broadband Complete is delivered to Users over Copper or Fibre where the local exchange supports it. The products we sell are:

• ADSL (IP Stream)

• ADSL2+ (WBC)

WHC Product Handbook – WHC 3.0

• FTTC – 80:20 (Fibre)

As WHC calls consume data, data usage needs to be considered which will vary depending on the codec (call quality) used. It is therefore important that you understand your End Customers monthly calling patterns to ensure you choose the right data allowance. Although we offer different usage limits, we always recommend taking Unlimited as this prevents any over usage billing and this is especially important if video is being used. The options we make available are:

• 50GB

• Unlimited

When purchasing Broadband Complete from the WHC order journey, you will also be presented with the option to purchase a pre-configured ADSL Router. The current choice of router is as follows:

Manufacturer Model Notes

Zyxel VMG1312-B10 Pre-Configured

These routers have been optimized to work with the WHC product and thus have had the following re-configured:

• ADSL Username

• ADSL Password

• SIP ALG Disabled

Note, each of the above routers has a built in VDSL modem but at the time of writing it is not authorised to use these units as a standalone mode/router for fibre deployments. All routers used on a fibre connection will require the unit to be plugged directly into an installed Openreach modem.

DSL connectivity is a low cost option for businesses and the quality and reliability of these services is now very high and in most deployments this will be the 1st choice of connectivity. However it is important to note that ADSL and Fibre DSL are contended services which means bandwidth is not guaranteed and can change based on the time of day. CPs selling services into businesses that have a high reliance on quality and delivery of voice, government/finance etc., should look at our DIA products.

Dedicated Internet Access (DIA) – Internet Connect UK (formerly BTnet) DIA does exactly as it says; it provides End Customers with a leased line connection to the internet that is solely dedicated to them. As a dedicated service, it is un-contended and users achieve the bandwidth they purchase, whereas DSL is a contended service with ‘up to’ speeds that can be affected by congestion in the network.

WHC Product Handbook – WHC 3.0

DIA is typically a premium product delivered via EFM or Fibre dependent on the user’s location and the bandwidth required. DIA therefore has a higher price point than that of traditional ADSL. These types of services generally also come with full Service Level Agreements (SLA’s) which are often backed up by financial compensation in the event of any downtime. In addition the bandwidth available on DIA is a lot higher than ADSL and can go up to 10GB, allowing for larger deployments to be supported on a single circuit. For these reasons DIA is often the choice for single deployments of 50+ users and more, or where the End Customer needs guaranteed bandwidth.

Our BT DIA product, Internet Connect UK, provides dedicated, uncontended, internet access with speeds ranging from 2Mb/s to 10Gb/s. With Internet Connect UK, CPs can provide voice services to larger SME’s/enterprises with high availability options backed by robust SLA’s and SLG’s. Internet Connect UK is a managed service, similar to Broadband Complete, so CP’s only need to order the services and do not need to build their own networks.

Internet Connect UK is directly peered with WHC which means that voice traffic never goes over the public internet. There is also an additional QoS option for voice that means both voice and data services can be used on the same service. When CP’s order Internet Connect UK they can request the voice upgrade which will ensure all voice traffic over this line is prioritised, allowing businesses to benefit from the economies of scale of having one circuit for their services. In order to achieve this prioritisation, a pre-configured router will be supplied to the User.

The options available from Internet Connect UK are:

• Ethernet in the First Mile (EFM) from 2Mb/s-10Mb/s (50-70% UK coverage)

• Fibre 2Mb/s-10Gb/s (100% UK coverage)

Please contact your Account Manager for further information on pricing, minimum commitments and details on how you can sell Internet Connect UK services as this product is not available on Business Zone. Likewise if you have any existing Internet Connect UK lines that you would like to upgrade to support voice then please discuss modifications with your Account Manager. Please also visit www.btwholesale.com for more information.

DSL Bandwidth Calculations & Considerations We recommend using a separate DSL circuit for WHC to protect the quality of voice until more advanced QoS methods are readily available. CPs using the circuit for Voice and Data will need to import their own QoS measures onto the Users CPE.

To determine the number of simultaneous voice calls that can be achieved on DSL it is important to note that the available bandwidth is determined by the ‘UPSTREAM’ and from internal tests we have verified that 98% of UK ADSL deployments generally achieve the advertised upstream speeds. In the table below we have provided guidance on the number of calls available by circuit type and codec selected.

WHC Product Handbook – WHC 3.0

Please note the table below is for voice calls only, CPs using the circuits for Video calls will also need to consider the additional bandwidth needed.

Concurrent Calls (Maximum)

Max Upstream Bandwidth Circuit G.722* G.711* G.729* (Kbps) DSL Max 448 3 3 12

DSL Max Premium 832 6 6 23

ADSL2/2+ 1300 9 9 36

FTTC 80/20 20000 168 168 555

*Based on achieving 80% of available upstream bandwidth and using the DSL line solely for voice.

Other Public Addressed Products ADSL – WBC & WBMC ADSL CPs can choose to procure Wholesale Broadband Connect (WBC) or Wholesale Broadband Managed Connect (WBMC) products to build their own ADSL proposition. As part of this build the CP will need to ensure that they or their internet provider adequately peer with BT to ensure calls are carried via the most optimum route to the WHC platform.

ADSL – Non-BT ADSL CPs who have contracts with other internet access providers can still overlay WHC voice services over these circuits but it is important to check what peering is in place.

DIA – Non-BT DIA CPs who have contracts with other DIA providers can still overlay WHC voice services over these circuits. Likewise if your End Customer has DIA connectivity from an alternative supplier then you can also overlay WHC onto these circuits, but it important that you check what peering is in place.

BT Peering with Other Public Addressed Products BT has a number of directly peered interconnects in place with key ISP’s that ensures voice traffic is passed directly to WHC. We are unable to formally publish this list but will be happy to talk to you

WHC Product Handbook – WHC 3.0

about your chosen provider and confirm whether or not we have a direct interconnect in place. Although a direct peering may not needed to allow calls to flow, it is vital in ensuring your End Customers traffic is handled correctly to avoid voice quality issues.

Bring Your Own Network (BYON)

BYON allows a CP to install a geographically resilient connection between their own network, or their customer’s network, and BT to send and receive voice traffic to the WHC platform. BT Wholesale Ethernet is used to create a direct connection over which a CP can use public or private IP addresses when deploying their End Customer services.

Please refer to the “BYON Handbook”, available in the WHC Document Centre for further details.

General Connectivity Requirements

When using non-BTW products you should ensure that the networks adhere to the following recommendations:

• Delay Latency less than 150ms one way When considering the one-way delay of voice traffic, you must take into account the delay added by the different segments and processes in the network.

• Jitter no more than 30ms

While network latency effects how much time a voice packet spends in the network, jitter controls the regularity in which voice packets arrive. Typical voice sources generate voice packets at a constant rate. The matching voice decompression algorithm also expects incoming voice packets to arrive at a constant rate. However, the packet-by-packet delay inflicted by the network may be different for each packet. The result: packets that are sent in equal spacing from the left gateway arrive with irregular spacing at the right gateway.

• Packet loss less than 1% Packet loss is a normal phenomenon on packet networks. Loss can be caused by many different reasons: overloaded links, excessive collisions on a LAN, physical media errors and others. Packet loss starts to be a real problem when the percentage of the lost packets exceeds a certain threshold (roughly 5% of the packets), or when packet losses are grouped together in large packet bursts. In those situations, even the best CODECs will be unable to hide the packet loss from the user, resulting in degraded voice quality. Thus, it is important to know both the percentage of lost packets, as well as whether these losses are grouped into packet bursts.

WHC Product Handbook – WHC 3.0

• Voice quality Measure MOS score ranging between 1 (worst) and 5 (best). A MOS of 4 is considered "toll-quality" voice. It is recommended that the Customer allows approximately 85-100kbps of bandwidth for each G711/G722 call and approximately 24-35kbps for a G729 call. This will depend upon the network overhead which relates to the Network type the service is running on. It is the Customers responsibility to ensure a suitable IP connection is supplied to their end user.

It is essential that the following is also taken into consideration:

• Number of simultaneous calls required during busy hour

• Traffic Type Inbound and Outbound calling patterns

• Calls per second

• Choice of Codec Type , G711, G722 or G729

• If video is to be supported then considerations on bandwidth need to be carefully planned

• Available Upstream (if using ADSL) as this determines the amount of concurrent calls supported

• Use a separate internet connection for the voice traffic if using ADSL. If voice needs to be run over the same internet connection as the data, QoS parameters should be applied to prioritise the voice

WHC Product Handbook – WHC 3.0

Customer Premise Equipment (CPE)

In order to provide a working WHC solution, CPs will need to ensure the following CPE is available at a Customers Site:

• Router to terminate an IP circuit, i.e. Broadband Router

• Switch to connect IP Phones into the router, i.e. 8-Port Ethernet switch

• IP Phone to make & receive calls, i.e. 8-Port Ethernet switch

• ATA/IAD to make & receive calls using a non-IP phone, analogue DECT phone

This is not withstanding any structured cabling that will need to be in place to bring the items together.

Switches will need to be sourced directly by the CP or their end user but IP phones, ADSL/VDSL router and ATA/IAD can be purchased as part of the WHC order journey, directly from the Ordering Portal.

IP Phones and IAD/ATA’s can only be used on the service if they appear on the Authorised Equipment list below which will mean they have been tested and approved by BTW. Part of this testing procedure also involves the development of ‘Configuration’ files which ensures we are able to pre-configure the phones. This pre-configuration ensures that the phones will ‘work out of the box’ without any need for the CP or End User to adjust the settings.

Authorised Equipment List

All equipment listed here has undertaken extensive and rigid interoperability testing to ensure that firmware and feature sets are compatible with WHC. Once products have completed testing they are then released as listed items onto the Ordering Portal as either items to purchase or items that can be used if the CP has access to one of these devices.

Please refer to the Authorised Equipment list to view the available devices.

CPE Available to Purchase

The following listed items can be purchased from the WHC Ordering Journey and added to Users at the time of order. Where necessary, the items will be preconfigured from BTW’s warehouse.

IP Phones Manufacturer Model Notes

Polycom VVX 301 Entry level device

Polycom VVX 411 Mid-entry device

WHC Product Handbook – WHC 3.0

Polycom VVX 601 Executive device

Polycom IP 5000 Small room conference device

Polycom IP 7000 Large room conference device

Yealink T42G Entry level device

Yealink T46G Mid-entry device

Yealink T48G Executive device

Yealink W52P IP DECT phone

CP860 Large Conference Yealink Room Phone Large room conference device

Accessories Manufacturer Model Notes

Jabra Jabra Speak 510 Portable Bluetooth speaker.

Polycom VVX Generic PSU Power cable

Polycom 7000 PSU Power cable

Polycom VVX Paper Expansion Module BLF Expansion module

Polycom VVX Digital Expansion Module BLF Expansion module

Polycom VVX USB Camera Point-2-point video camera

Yealink T41/42 PSU Power cable

Yealink T46/48 PSU Power cable

Yealink W52H Spare IP DECT handset

Yealink Bluetooth Adaptor Bluetooth adaptor

Yealink Electronic Hook Switch Electronic Hook Switch

T46/T48 Digital Expansion Yealink Module BLF Expansion module

Headsets

WHC Product Handbook – WHC 3.0

Manufacturer Model Notes

Jabra BIZ 2300 - Mono Single Ear corded headset with NC/Phone GN1200 coiled phone headset Jabra cable

Jabra Jabra BIZ 2300 - Duo Double Ear corded headset NC/Phone with GN1200 coiled phone headset cable.

Jabra Jabra BIZ 2300 - Mono Single Ear corded headset with NC/USB Link 230 USB headset cable.

Jabra Jabra BIZ 2300 - Duo Double Ear corded headset NC/USB with Link 230 USB headset cable.

Jabra Jabra PRO 920 - Mono for Single Ear cordless DECT Polycom headset with Polycom EHS cable.

Jabra Jabra PRO 920 - Duo for Double Ear cordless DECT Polycom headset with Polycom EHS cable.

Jabra Jabra PRO 920 - Mono for Single Ear cordless DECT Yealink headset with Yealink EHS cable.

Jabra Jabra PRO 920 - Duo for Double Ear cordless DECT Yealink headset with Yealink EHS cable.

Jabra Jabra Motion UC MS Plus Bluetooth wireless headset.

ADSL/FTTC Router/Modems Manufacturer Model Approved Firmware Notes

V1.00(AAJZ.6)C1_2015091 Pre- Zyxel VMG1312-B10A 1 Configured

WHC Product Handbook – WHC 3.0

Distribution of CPE – IP Phones, Headsets & Accessories

The WHC product will use its warehouse and distribution arm located in Northallerton for the distribution of these types of CPE.

Stocking Levels WHC has its own secure stock and we hold a significant amount of stock to ensure continuity of supply. The actual stock levels of items are not displayed on the Ordering Portal. CP’s expecting to order a significant amount of CPE in more than one order, 100 units or more, should contact the helpdesk if they are concerned about stock availability.

Configuration IP phones are preconfigured with WHC’s configuration server address (URL) at BT’s warehouse facility upon receipt of the goods from the manufacturer. Once configured these are then put to stock and ready for shipment. When orders for IP phones are received they are picked, packed, shipped and the MAC address is scanned and automatically returned to WHC systems, which enables the unit to be automatically configured once powered up and plugged into a working IP access line.

Labelling & Packaging Orders for single items are typically packaged into a white outer bag which then contains the delivery label holding the following information;

• Users Title, First name and Last name – as entered into the order journey

• Company Name – as entered into the order journey

• Delivery Address – as entered into the order journey

• Consingment tracking number – provided by the warehouse at the point of dispatch

Orders that contain multiple items destined for a single address will be packaged into larger outer boxes. Each individual package within the box will then have a ‘dummy label’ affixed to the packaging which will contain:

WHC Product Handbook – WHC 3.0

• Order Reference – Business Zone order reference

• Users Title, First name and Last name – as entered into the order journey

• Company Name – as entered into the order journey

• Delivery Address – as entered into the order journey

• MAC Number – MAC address for IP Phones

• Consingment number – this is just a dummy number that our wareshouse system uses

The outer label will contain:

• Users Title, First name and Last name – this will be a name of the last person whos parcel is packaged into the outer box.

• Company Name – as entered into the order journey

• Delivery Address – as entered into the order journey

• Consingment tracking number – provided by the warehouse at the point of dispatch

The warehouse operatives will make the decision on how items many can go in each box once they receive the order, and will pack up to a maximum weight of 16kg. Where there are more items that can fit into a single box, these will be overflowed into additional larger boxes. Each box will have a separate consignment number.

Order Cut-Off Times Any order placed on the system before 14.00hrs (2.00pm), and acknowledged via a confirmation email, will be dispatched the same day for Next Day Delivery using our delivery agent.

Delivery Agent The delivery agent used for WHC CPE is Parcel Force and the product used is Parcel Force 24. This method aims to deliver 97% of all CPE the following working day after dispatch. As part of our delivery service we can also send a day of dispatch SMS message to a mobile number you provide to us on the journey.

Undelivered Items The delivery agent delivers to the nominated address, rather than the User and requires a signature before the package is handed over. Where no one is available they will attempt to deliver to a neighbouring business or neighbour. If this is not possible then it will be delivered to a local Post

WHC Product Handbook – WHC 3.0

Office and held for 16 calendar days. A card will be left informing the recipient of the attempted delivery and where the parcel can be collected from.

IP Phone and Accessories - Dead on Arrivals (DOA) & Warranty Replacements If the unit is delivered and found to be fault or damaged, then under the terms of the 1 year warranty, BTW will replace the unit within 72 hours of accepting the fault. For these types of devices we do not distinguish between DOA or warranty. Requests for replacement phones and accessories are to be raised on the Business Zone Fault Management portal.

Headsets and Jabra Accessories - Dead on Arrivals (DOA) & Warranty Replacements If the unit is delivered and found to be fault or damaged within 28 days of delivery then you will need to contact the Jabra helpdesk on 01784220172. Jabra will either fix the issue or determine it is a DOA and then provide a returns reference number. Requests for replacements can then be raised on the Business Zone Fault Management portal, along with the returns reference number, and BT will then replace and collect the faulty item.

Outside of the DOA window, but within the 2 year warranty, Jabra will replace the devices directly and arrange to collect the faulty device.

Distribution of CPE – ADSL/FTTC Routers/Modems

The WHC product will use its Broadband Complete partner’s carrier for the delivery of pre-configured routers/modems, which changes, dependent on the location of where the item is to be delivered.

Stocking Levels WHC uses shared router stock but works with our partner Netlynk to ensure a continued supply of routers/modems and the actual stock levels of items will not be displayed on the Ordering Portal. CP’s expecting to order a significant amount of CPE in more than one order, 100 units or more, should contact the helpdesk if they are concerned about stock availability.

Configuration ADSL/FTTC routers/modems supplied with the Broadband Complete product, when ordered as an extra are preconfigured with the xDSL Username and Password. In addition by default we turn off

WHC Product Handbook – WHC 3.0

SIP ALG which can cause issues with incoming calls. Once the router is plugged in correctly it will train up and should be working within 5-10 minutes.

Labelling & Packaging All items are delivered shrink-wrapped and individually labeled with the Users name and address, as entered into the Ordering Portal.

Order Cut-Off Times ADSL routers are dispatched with 24 hours of us sending you the 1st KCI email which confirms the activation date of the ADSL line.

Delivery Agent The delivery agent used for ADSL Routers is Royal Mail 1st Class delivery and delivery is made within 48 hours of dispatch.

Undelivered Items The delivery agent delivers to the nominated address provided on the order journey. Where no one is available they will attempt to deliver to a neighboring business or neighbor. If this is not possible then it will be delivered to a local Post Office and held for a number of days, as detailed on an attempted delivery card.

ADSL/FTP Routers - Dead on Arrivals (DOA) & Warranty Replacements If the unit is delivered and found to be fault or damaged, then under the terms of the 1 year warranty, BTW will replace the unit within 5 days of accepting the fault.

WHC Product Handbook – WHC 3.0

Document Centre

There are a number of documents available that may help when placing orders. These documents range from user guides to feature/application guides, as well more informative generalist help. These documents are securely located on the Wholesale Hosted Communications Document Centre, accessible from btwholesale.com.

The Document Centre is only available to CP’s that have signed a contract to procure Wholesale Hosted Communications. Each employee of a CP will need authorisation before the above page appears.

Applying for Access to the Document Centre

As part of the submission of the CRF, we will grant access to the Document Centre to the supplied btw.com MyAdmin administrator so they will not need to request access.

However all of your other users will need to apply for access by following this link, logging in and then applying.

WHC Product Handbook – WHC 3.0

• https://www.btwholesale.com/pages/static/products-services/wholesale-hosted- communications.htm#accProducts=1

Once they click this link they will be presented with the following screen:

They will need to log in with their btw.com User name and Password which will then redirect them to a Content page.

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They will then need to expand the Wholesale Hosted Communications Document Centre section by clicking on the down arrow followed by Register for app.

They will then be presented with a screen confirming that their request will be actioned shortly.

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Accessing the Document Centre

The Document Centre can be accessed from 3 different routes:

• When placing an order • When raising a fault • When browsing btwholesale.com

The route used will be dependent on where the CP is on btwholesale.com.

Access the Document Centre during Order Placement When you are placing an order for either Wholesale Hosted Communications or Number Import, you will have direct access to the Document Centre. Simply click on the Document Centre button located in the upper right-hand side of the page, as per the screenshot below:

This will take you to the product page.

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Scroll down to locate the Document Centre.

Once you expand the category you will be presented with the following window and you will need to click the Document Centre button.

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Access the Document Centre during Fault Placement When you are raising a fault for either Wholesale Hosted Communications, you will have direct access to the Document Centre. Simply click on the Document Centre button located in the upper right-hand side of the page, as per the screenshot below:

This will take you to the product page.

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Scroll down to locate the Document Centre.

Once you expand the category you will be presented with the following window and you will need to click the Document Centre button.

Access the Document Centre from btwholesale.com If you are not placing an order or raising a fault then you can access the Document Centre by using the following URL:

• https://www.btwholesale.com/pages/static/products-services/wholesale-hosted- communications.htm#accProducts=1

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Alternatively you can navigate to btwholesale,com and select Wholesale Hosted Communications from the product pages as per the screenshot below.

This will take you to the product page.

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Scroll down to locate the Document Centre.

Once you expand the category you will be presented with the following window and you will need to click the Document Centre button.

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Navigating the Document Centre

Once in the Document Centre you can view a list of folders listing a number of document categories. Click on the folder to take you to a list of documents available in that folder:

If there are sub-folder/s, then these will appear here, along with any documents available within the primary folder.

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Downloading Documents

To download a document simply click on the blue hyperlink document name which will/may pop-up a File Download window (depends on browser used) allowing to either open the file or download it.

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Available Documents

The following table provides a list of all of the available documents and there location within the Document Centre.

Document Centre Name Description Folder

WHC Product Handbook Product Handbooks & CRF’s/Product Provides a detailed overview of the handbook Wholesale Hosted Communications

product.

WHC Features Matrix Product Handbooks & CRF’s/Product Provides an overview of the features handbook available in each license pack.

Provides a detailed overview of the Product Handbooks & CRF’s/Bring Your WHC BYON Handbook Bring Your Own Network (BYON) Own Network (BYON) capability.

Used by Communication Providers Product Handbooks & CRF’s/Bring Your BYON Provision CRF who need to provision a new BYON Own Network (BYON) connection.

Used by Communication Providers with an existing Dedicated Direct Product Handbooks & CRF’s/Bring Your BYON VLAN CRF BYON connection to provision Own Network (BYON)

additional VLANs.

Used by Communication Providers Product Handbooks & CRF’s/Bring Your BYON Support Questionnaire when raising a support ticket related Own Network (BYON) to an existing BYON connection.

Used by Communication Providers Product Handbooks & CRF’s/Bring Your BYON Forecast Template to provide a forecast of BYON Own Network (BYON) usage.

Used by Communication Providers looking to provide their resellers Product Handbooks & CRF’s/CRF’s and WHC CRF for Sub-Reseller access to the Business Portal for branding

devolved feature management.

Used by Communication Providers Product Handbooks & CRF’s/CRF’s and WHC CRF for Dealer looking to provide their 3rd party branding sales agents with access to the

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Business Portal for devolved feature management.

Provides an overview of what Product Handbooks & CRF’s/CRF’s and WHC BP Branding Guide aspects of the configuration portal branding (Business Portal) can be branded.

Provides an overview of the WHC End User Welcome Emails Product Handbooks & CRF’s/CRF’s and welcome emails that are sent to End Guide branding Users.

Sample Business Portal Branding Provides a folder structure to allow a Product Handbooks & CRF’s/CRF’s and Resource Kit CP to return branding elements, branding

where Business Portal branding

changes are required

WHC Business Zone Ordering Guide Provides a detailed step-by step Ordering and repair/Ordering user guides guide on how to place Wholesale

Hosted Communications orders.

WHC Business Zone Number Import Provides a detailed step-by step Ordering and repair/Ordering user guides User Guide guide on how to arrange for a Number to be imported to Wholesale

Hosted Communications, including instructions on how to move a number from IPVS.

WHC Business Zone Fault Provides a detailed step-by step Ordering and repair/Repair user guides Management Guide guide on how to use the Fault

Diagnostics portal and raise

Wholesale Hosted Communications faults.

WHC Directory Entry Order Form Order form used to request phones Ordering and repair/Order forms numbers to be added, updated or

removed from Directory Services

products

FMS Modify CRF Order form used to gain access to Ordering and repair/Order forms

the FMS tool

WHC Business Portal CP Feature management/User guides Provides a detailed step-by step Administrator Guide guide on how a CP Administrator can

manage features on the

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configuration portal (Business Portal).

WHC Business Portal Company Provides a detailed step-by step Feature management/User guides Administrator Guide guide on how a Company Administrator can manage features

on the configuration portal (Business Portal)

WHC Business Portal End User Provides a detailed step-by step Feature management/User guides Guide guide on how an End User can manage features on the

configuration portal (Business Portal)

WHC - Company Features Guide Provides a detailed overview on how Feature management/User guides

to set-up and manage Company

features.

WHC - Site Features Guide Feature management/User guides Provides a detailed overview on how to set-up and manage Site features.

WHC - User Features Guide Feature management/User guides Provides a detailed overview on how to set-up and manage User features.

WHC Call Analytics Application User

Guide Provides guidance on how to use the Application user guides/Portal Call Analytics application.

WHC Receptionist Application User

Guide Provides guidance on how to use the Application user guides/Portal Receptionist application

WHC Voice Recording Application User Guide Provides guidance on how to use the Application user guides/Portal Voice Recording application.

WHC Voice Recording Archive Tool Provide guidance on how to test the Application user guides/Portal Testing Guide Voice Recording archive tool

FMS User Guide Provides guidance on how to use the Application user guides/Application Fraud Management system.

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WHC Office UC Skype for Business Provides guidance on how to use the Application User Guide Office UC Desktop application, with Application user guides/Application or without UC Business & Team.

WHC UC Office Desktop Application Application user guides/Application Provides guidance on how to use the User Guide Office UC Smartphone application, with or without UC Business & Team.

WHC Office UC Smartphone Application user guides/Application Provides guidance on how to use the Application User Guide Office UC Tablet application, with or without UC Business & Team.

WHC Office UC Tablet Application Application user guides/Application Provides guidance on how to use the User Guide Office UC Skype for Business plug-

in application.

WHC Go Integrator (CRM Connect) Provides guidance on how to use the Application user guides/Application Application User Guide Go Integrator CRM application.

WHC Toolbar Application User Application user guides/Application

Guide Provides guidance on how to use the Toolbar application.

WHC Authorised CPE - Centrex Lists all Hosted Centrex CPE that is Centrex Devices/General guides authorised to connect to the WHC

service.

Polycom VVX IP Phone Explains how to configure IP phones Centrex CPE/Polycom Configuration Guide when they are not purchased from

WHC. Also contains instructions on

how to reset and reconfigure handsets.

Polycom Soundpoint IP Phone Explains how to configure IP phones Centrex CPE/Polycom Configuration Guide when they are not purchased from WHC. Also contains instructions on

how to reset and reconfigure handsets.

Yealink SIP T4x IP Phone Explains how to configure IP phones Centrex CPE/Yealink

Configuration Guide when they are not purchased from WHC. Also contains instructions on

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how to reset and reconfigure handsets.

Yealink SIP DECT IP Phone Explains how to configure IP phones Centrex CPE/Yealink Configuration Guide when they are not purchased from WHC. Also contains instructions on

how to reset and reconfigure handsets.

Yealink SIP Conference Phone Explains how to configure IP phones Centrex CPE/Yealink Configuration Guide when they are not purchased from WHC. Also contains instructions on

how to reset and reconfigure handsets.

Provides a basic phone userguide Centrex CPE/Yealink Yealink SIP-T41P Phone User Guide that can be rebranded.

Yealink SIP-T42G Phone User Provides a basic phone userguide Centrex CPE/Yealink

Guide that can be rebranded.

Yealink SIP-T46G Phone User Provides a basic phone userguide Centrex CPE/Yealink Guide that can be rebranded.

Yealink SIP-T48G Phone User Provides a basic phone userguide Centrex CPE/Yealink Guide that can be rebranded.

Provides a basic phone userguide Centrex CPE/Yealink Yealink W52 Phone User Guide v1 that can be rebranded.

Cisco SPA 5xx IP Phone Centrex CPE/Cisco Explains how to configure IP phones Configuration Guide when they are not purchased from

WHC.

Cisco ATA & IAD Configuration Centrex CPE/Cisco Guide Explains how to configure Cisco ATAs and IADs for use with WHC.

Panasonic KX TGP500 IP Phone Centrex CPE/Panasonic Explains how to configure IP phones Configuration Guide when they are not purchased from WHC.

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Jabra BIZ2300/Polycom Setup Provides a basic setup guide for Centrex CPE/Jabra Guide using this headset with Polycom

VVX handsets.

Jabra BIZ2300/Yealink Setup Guide Provides a basic setup guide for Centrex CPE/Jabra using this headset with Yealink T4x

handsets.

Jabra Pro 920/Polycom Setup Guide Provides a basic setup guide for Centrex CPE/Jabra

using this headset with Polycom VVX handsets.

Jabra Pro 920/Yealink Setup Guide Provides a basic setup guide for Centrex CPE/Jabra

using this headset with Yealink T4x handsets.

Authorised CPE – SIP Trunking Details all Hosted SIP Trunking CPE SIP Trunking Devices/General guides that is authorised to connect to the

WHC service.

CP Administrator PBX Configuration Provides a summary of the SIP Trunking Devices/General guides Guide information that needs to be passed

to the onsite engineer to configure a

SIP Trunk.

Provides a guide to configure the SIP Trunking Devices/3CX 3CX Phone System Configuration 3CX Phone System to work with Guide WHC.

Provides a guide on how to configure SIP Trunking Devices/Asterisk Asterisk FreeBPX Configuration the Asterisk FreeBPX PBX to work Guide with WHC.

Provides a guide on how to configure the AudioCodes Mediant Gateway to SIP Trunking Devices/AudioCodes AudioCodes MediantGateway work with WHC. Configuration Guide

Provides a guide on how to configure SIP Trunking Devices/Avaya Avaya IP Office Configuration Guide the Avaya IP Office V7.0 to V9.1 PBX to work with WHC.

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Provides a guide on how to configure Avaya IP Office V10 Configuration the Avaya IP Office V10 PBX to work SIP Trunking Devices/Avaya Guide with WHC.

Provides a guide on how to configure Avaya IP Office 10 with Avaya the Avaya IP Office V10 PBX with SIP Trunking Devices/Avaya ASBCE Configuration Guide ASBCE SBC to work with WHC.

Provides a guide on how to configure Avaya CM with ASBCE the Avaya CM PBX with ASBCE SIP Trunking Devices/Avaya Configuration Guide SBC to work with WHC.

Provides a guide on how to configure Avaya CS1000 with ASBCE the Avaya CS1000 PBX with ASBCE SIP Trunking Devices/Avaya Configuration Guide SBC to work with WHC.

Provides a guide on how to configure SIP Trunking Devices/Cisco Cisco CUCM with CUBE the Cisco CUCM with CUBE PBX to Configuration Guide work with WHC.

Cisco Call Manager Express, UC320 Provides a guide on how to configure SIP Trunking Devices/Cisco and UC500 Series Configuration the Cisco CME 320 UC500 PBX to Guide work with WHC.

Provides a guide to configure the SIP Trunking Devices/Ericsson Ericsson-LG iPECS eMG80 and Ericsson-LG iPECS eMG80 and UCP Configuration Guide UCP to work with WHC.

SIP Trunking Devices/IPCortex IPCortex IP PBX Configuration Provides a guide on how to configure Guide the IPCortex PBX to work with WHC.

Provides a guide to configure SIP Trunking Devices/Microsoft Microsoft Lync 2013 and S4B 2015 Microsoft Lync 2013 & Skype for with AudioCodes SBC Business with the AudioCodes E-

SBC to work with WHC.

Provides a guide to configure SIP Trunking Devices/Microsoft Microsoft Skype for Business with Microsoft Lync 2013 & Skype for Sonus SBC Configuration Guide Business with the Sonus 1000 or

2000 SBC to work with WHC.

SIP Trunking Devices/Mitel Mitel MiVoice Business (3300) Provides a guide on how to configure Configuration Guide the Mitel MiVoice Business (3300)

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PBX without the MBG to work with WHC

Provides a guide to configure the SIP Trunking Devices/Mitel Mitel MiVoice 250 with MBG Mitel MiVoice 250 with the Mitel Configuration Guide Border Gateway (MBG) to work with

WHC.

Provides a guide on how to configure SIP Trunking Devices/NEC NEC SV9100 Configuration Guide the NEC SV9100 PBX to work with WHC.

Provides a guide on how to configure

NEC SL1100 Configuration Guide the NEC SL1100 PBX to work with SIP Trunking Devices/NEC WHC.

Provides a guide on how to configure Panasonic KX-NCP and KX-TD the Panasonic KX-NCP PBX and SIP Trunking Devices/Panasonic Configuration Guide KX-TD to work with WHC.

Provides a guide on how to configure Panasonic NS and NSX the Panasonic NS PBX and NSX to SIP Trunking Devices/Panasonic Configuration Guide work with WHC.

Provides a guide on how to configure Samsung OfficeServ 7000 the Samsung OfficeServ 7000 SIP Trunking Devices/Samsung Configuration Guide Series PBX to work with WHC.

Provides a guide on how to configure Samsung Ubigate Configuration the Samsung Ubigate Media SIP Trunking Devices/Samsung Guide Gateway to work with WHC.

Provides a guide on how to configure

Samsung SCM Configuration Guide the Samsung SCM PBX to work with SIP Trunking Devices/Samsung WHC.

Provides a guide on how to configure ShoreTel IP PBX with Ingate SBC the ShoreTel PBX with Ingate SBC SIP Trunking Devices/ShoreTel Configuration Guide to work with WHC.

BBU Format and Definitions Provides a detailed overview of the Billing/Billing materials daily and monthly Bill Backup file,

including its structure and layout.

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CDR Format and Definitions Provides a detailed overview of the Billing/Billing materials Call Detail Records (CDR's) file,

including its structure and layout.

Sample SPBE Listings Sample billing file for Directory Services phonebook entries Billing/Billing materials

Rate Card PAYG Tier 1 Provides the pricing for WHC 3.0 Pricing/pricing rate books Tier 1 Ratecard.

Rate Card PAYG Tier 2 Provides the pricing for WHC 3.0 Pricing/pricing rate books Tier 2 Ratecard.

Rate Card PAYM Provides the pricing for WHC 3.0 Pricing/pricing rate books PAYM Ratecard.

Customer Service Plan (CSP) Provides the pricing for WHC 3.0 Support – Customer Service Plan Tier 1 Ratecard.

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Support & Fault Handling Account Management Support

The main day to day contact for non-support related queries or queries on other products will be your Account Manager. If you are not aware of who this is then please contact our customer reception desk, the number is available on btwholesale.com.

Typical queries that go to Account Manager are:

• Enquiries about other BTW products

• Commercial or contractual enquires on WHC

• Bid support for WHC opportunities

Depending on your requirement, your Account Manager also has access to a wealth of resource such as Marketing, Channel Management and Sales Specialist support.

Helpdesk Support

CPs are required to undertake all 1st Line support directly from their End Customers. We will then provide 2nd line support direct to you and will liaise directly with our own internal and external suppliers for 3rd line support. For guidance only, a basic breakdown of the types of activities that each level of support is expected to cover can be viewed below. Please note this list is not exhaustive and serves as an example only.

1st Line WHC Support (CP Responsibility) 1st Level support is expected to cover the following aspects of the WHC service and is provided by the CP directly to the End Customer. It is recommended that the CP uses the Service Assurance fault diagnostics tool to assist with these queries:

• Basic WHC provisioning assistance

• Basic feature or device setup questions

• Basic phone and router diagnostics

• Basic hardware and software configuration support

• Install software updates and upgrades as required

• Collect and track information on issues experienced by the User

• Keep Users informed on status

• Resolve majority of configuration issues and provide workarounds

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• Provide problem description and data to 2nd Line

2nd Line WHC Support (BTW Responsibility) 2nd Level support is expected to cover the following aspects of the service only when CPs have exhausted all avenues available, including ensuring they have read and understood all information on the Document Centre:

• Advanced WHC provisioning assistance

• Advanced feature or device setup questions

• Advanced phone and router diagnostics

• Advanced hardware and software configuration support

• Advanced feature support

• Advanced support for software installation and upgrades

• Collect and track information on issues experienced by CPs End Customers

• Assist with resolution or problem capture of configuration issues and provide workarounds where possible.

• Troubleshoot issues and assess whether issue affects other users

• Gather necessary customer data to feed to 3rd line team where needed

• Provide problem description and data to 3rd line where needed

Severity of Faults

When raising a ticket on the Support Ticketing System CPs are required to accurately assess and then input the severity level, of which the Support Desk may upgrade or downgrade. This will help prioritise faults which require urgent attention.

The severity levels are:

• P1, Critical Outage – Problems severely affecting the Service, traffic, billing, and maintenance capabilities, and which require immediate corrective action. Target response is less than and no more than 2 hours. Target restoration time is less than 4 hours (clock hours). Response and restoration of Severity 1 tickets will be undertaken on a 24 x 7 x 365 basis.

• P2, Major Impact – Problems that cause conditions that seriously affect system operation, maintenance, and administration, and which require immediate attention. The urgency is less than in critical situations because of a lesser effect on system performance. Target response

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time is less than and no more than 4 hours (working hours). Target resolution time is less than and no more than 8 hours (working hours). Response and restoration of Severity 2 tickets will be from Mon –Fri, 08:00 – 18:00hrs.

• P3, Minor Impact – Problems do not significantly impair the functioning of the system and do not significantly affect the Service. Target response time is less than and no more than 8 hours (working hours). Target restoration time is less than and no more than 24 hours (working hours). Response and restoration of Severity 3 tickets will be from Mon –Fri, 08:00 – 18:00hrs.

• P4, Information - This severity is restricted to “How to….” Questions and therefore handled as non-service impacting. Target response time is less than but no more than 5 working days. Mon – Fri 08:00 – 18:00hrs (excluding UK public and bank holidays).

BTW shall aim to provide a solution within the above target timeframes. For P1, Critical Outage and P2, Major Impact issues, WHC will aim to provide a temporary solution to temporarily fix the fault with the Service while a permanent solution is developed.

Full details on our support processes and contact details can be located in the Customer Service Plan (CSP), available for existing Customers to download from btwholesale.com/csp.

Miscellaneous Support

CPs who have signed up to other services to use in conjunction with WHC will continue to use the helpdesks associated with those products. We will only support products or services sold as part of the proposition and ordered on the WHC Business Zone order journey.

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Marketing & Roadmaps Collateral

We have produced the following white label documents which can have your company information, including logo, added to the document to provide to your End Customers.

• Datasheet (2 versions – word only or design template)

• Sales Brochure

• Battlecard

Each document provides embedded instructions or space for you add in your own details. You can download these documents from btwholesale.com, just scroll down to the ‘Sell More’ section. In addition to this, all documentation stored on the Document Centre has been loaded as Microsoft Word documents. You are able to take these documents and edit or copy as necessary to create your own document. However you must make these your own and remove all reference to BTW and follow the brand guidance below. Examples of key documents are:

• Product Handbook

• Business Portal User Guides

• Site Features Guide

• User Features Guide

• Application Features Guide

Use of BT Brand - Guidance

BTW supplies the WHC product to you our customer (CPs) on a white label basis. This product is then re-sold under your own brand. Therefore, when marketed by each CP, the WHC product should be referred to as “X’s WHC product” and not “BT/BT Wholesale’s WHC product”.

BT’s relationship with the CP is determined by the contractual conditions for the WHC product, as set out in the contract.

CPs are not permitted to use the BT Brand, the BT Wholesale logo or the Openreach Identity in respect of the resale of the WHC product, or to make any trade mark use of the BT, BT Wholesale or Openreach names in respect of the resale of their WHC product. CPs Providers are not permitted to claim that they are “working with” or “in partnership with” or “working on behalf of” or “authorised by” BT or BT Wholesale, or to make any similar statements misrepresenting their relationship with BT.

It falls to the CP to compile their own marketing material, and to ensure they do not infringe BT’s trademarks or make statements which misrepresent their relationship with BT. However, below are

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some pointers to assist you in using language to describe you WHC product offering from BT which you should ensure that you do not pass yourself off as BT or otherwise infringe BT’s trade mark rights.

Factual statements such as “X is an independent Communications Provider which uses the BT network to deliver its product/service” or “X’s WHC product is delivered over the BT network or uses the BT network” or “X sources or buys its WHC product from BT Wholesale” are all acceptable, so long as you make it clear that you are independent of BT, and so long as your End Customers are in no doubt that they are contracting with the you for the WHC product and not BT.

Please remember that under no circumstances should any BT logo be used on any of your materials. Likewise BT documents are not to be shared or loaded onto any sites, and must not reference BT in the subject heading.

This summary does not constitute a contract, or replace that which is relevant to the service.

Product Roadmaps/Releases

We do not publish our roadmaps but CPs can view copy of our latest roadmap by contacting their Account Manager, who can request this from the Chanel Manager. This viewing is typically done via a webinar.

Any improvements or enhancements that are delivered as part of the Roadmap will be communicated to CP’s 28 days prior to any release, as per the WHC terms and conditions. This briefing will be emailed out via the BTW briefings tool to all registered users. Registered users can then access this from the Briefings area of btwholesale.com at any time.

Prior to any Release we produce and send the following 3 briefings:

• Early Release Briefing – this is sent a minimum 28 days prior to our release, sometimes earlier, and will provide a high-level overview of what we will be releasing along with target availability dates for each item.

• Detailed Release Briefing – this is typically sent 5 days prior to our release and will provide a detailed overview of what we will be releasing, along with launch dates for each item. This briefing is backed up with a series of screenshots showing any changes, where possible.

• Document Update Briefing – this is typically sent 4 days prior to our release and will provide a list of what documents are now live..

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Technical Information Platform Components

WHC is made up of a number of hardware and software service components that work together to provide the service. The main components are:

• Application Servers - These operate at the core and handles users, groups & subscription services.

• Media Servers – These enable a broad array of media features including, Auto Attendant, Music on Hold, service announcements etc.

• Network Servers – These enable massive scalability and geographic redundancy, dial plans and Voice VPNs.

• Profile Servers – These store the customer and user data.

• XSPs – These provide additional services such as toolbars, soft clients, device management and APIs.

• Collaborate Servers (UMS/USS) – These provide instant messaging and collaboration services.

• Voicemail Servers – These allow storing and retrieval of voicemail messages.

• Session Border Controllers (SBC’s) – these control the phone entry points into the platform, The SBC’s take care of things like Security, NAT traversal and call routing

• Business Zone - This web-based application server enables Users to be easily added to the platform and services added. Business Zone is the key piece of software that enables CPs to set-up and delivers service.

• Business Portal (CP Branded) – CPs, End Customers and Users can access and change personal and group features via a friendly web interface.

• Voice Recording Portal – End Customers and Users access this through the Business Portal to listen to and manage Voice Recordings.

• Call Analytics Portal – End Customers and Users access this to view and manage call statistics through Dashboards and Wallboards, as well as run and schedule reports.

Codecs & Bandwidth

The service enables CPs to use G711, G722 or G729, codec’s for their End Customers voice services and H.264 for video calling. Please be aware that codec’s will define the quality of the voice call and determine the amount of bandwidth required. The difference between the codec’s are as follows:

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• G.722 is a high quality High Definition (HD) codec for voice compression that is used to transmit HD to HD voice between users making On Net calls with HD supported IP phones. All IP phones sold with WHC are HD capable. A G722 call provides high quality voice that is over and above PSTN and ISDN quality. It uses approximately 85-100kbps of bandwidth to carry one simultaneous call. G722 HD voice does not have a proposed MOS score yet as it is new technology but does exceed G711 quality.

• G.711 is a codec used for voice compression and is comparable to PSTN quality calls. It uses approximately 85-100kbps of bandwidth to carry one simultaneous call. Typically a G711 call will provide a MOS score of 4.0 and above.

• G.729 is a codec used for voice compression and is comparable to ISDN quality calls. It uses approximately 24-35kbps of bandwidth to carry one simultaneous call. Typically a G729 call will provide a MOS score of 3.7 and above.

• H.264 is a codec used for recording, compression and distribution of High Definition (HD) video. It uses a maximum of 500kbps of bandwidth to carry one simultaneous video call but can be less, depending on the device and quality of video carried. CPs may wish to charge for video calls as they use more bandwidth. These types of calls can be easily identified in our billing records.

Hosted Centrex Please note all Users created on Business Zone are set-up with the following default codecs:

• The default codec selection for handsets and desktop devices is G722, G711, G729

• The default codec selection for Smartphones is G722, G711, G729

• The default codec selection for Tablets is: G722, G711, G729

CPs can change this to any of the other voice codecs via the Business Portal. Video calls will automatically select the H.264 codec when initiated over a video enabled device. To ensure call quality is maintained there is a built in feature on WHC enabling CPs to limit the amount of concurrent calls placed by customers to protect bandwidth. This parameter is a mandatory field when creating orders on Business Zone.

SIP Trunking SIP Devices can be configured with a SIP Trunk to use any of the voice codecs listed above. The codec used for each call will be negotiated within the SIP messaging between endpoints. We recommend that at least G.711a (20ms) is included in the codec selection list for each Trunk.

Firewall & Security Guide

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In order for IP phones, portals and applications to be able to access the service, some firewalls may need adjusting to allow the traffic through. If the End Customer is running inside to outside rules then ports should be opened to allow the WHC protocols out. There should be no reason for the End Customer to open ports inbound on the firewall.

SIP ALG SIP ALG is the number one issue that will prevent phones registering to the platform and making calls. This is a setting that is quite often turned on automatically on most routers. Please ensure this is turned off on the End Customers router and/or firewalls.

CPE Port requirements Device Protocol Destination Destination Port

IP Phone & ATA SIP _ipcomms- Signaling btwbslnws09.bt.com

147.152.35.96/29

147.152.35.104/29

The following addresses are UDP/TCP 5060 part of a future change which will be notified via a PEW. These can be added to your

firewall now if you wish to

preempt this change.

centrex- UDP/TCP 5060 bslnws09.yourwhc.co.uk

62.7.201.128/27

62.7.201.160/27

IP Phone & ATA RTP 147.152.35.96/29 UDP 32767 to Media 65535 147.152.35.104/29

The following addresses are part of a future change which will be notified via a PEW. These can be added to your

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firewall now if you wish to preempt this change.

62.7.201.128/27

62.7.201.160/27

SIP Trunk SIP sipt-dynamic- UDP/TCP 5060 Signalling bslnws09.yourwhc.co.uk (Dynamic) 62.7.201.128/27

62.7.201.160/27

SIP Trunk SIP sipt-static- UDP/TCP 5060 Signalling bslnws09.yourwhc.co.uk (Static) 62.7.201.128/27

62.7.201.160/27

SIP Trunk RTP 62.7.201.128/27 UDP 32767 to Signalling 65535 62.7.201.160/27 (Dynamic & Static)

IP Phone & ATA NTP europe.pool.ntp.org UDP/TCP 123

IP Phone & ATA DNS Supplied locally UDP/TCP 53

Cisco Linksys HTTPS dm-linksys.yourwhc.co.uk TCP 443 Download & 193.113.10.34 Configuration 193.113.11.36

Cisco Small HTTPS dm-csb.yourwhc.co.uk TCP 443 Business 193.113.10.33 Download & Configuration 193.113.11.35

Panasonic HTTPS dm.yourwhc.co.uk TCP 443

Download & 193.113.10.10 Configuration 193.113.11.10

Polycom HTTPS dm.yourwhc.co.uk TCP 443

193.113.10.10

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Download & 193.113.11.10 Configuration

Yealink HTTPS dm.yourwhc.co.uk TCP 443

Download & 193.113.10.10 Configuration 193.113.11.10

Polycom Remote HTTPS 52.0.183.240 TCP 443 Provisioning Server (RPS) 54.86.39.219

Yealink Remote HTTPS 184.106.101.50 TCP 443 Provisioning Server (RPS)

Web Portal Port requirements Device Protocol Destination Destination Port

Business Zone HTTP/HTTPS btwholesale.com/businesszone TCP 443

62.239.224.3

Business Portal HTTPS portal.yourwhc.co.uk/businessportal TCP 443

193.113.10.13

193.113.11.13

Call Analytics HTTPS icscallanalytics.yourwhc.co.uk TCP 443 Portal 40.115.5.58

Service HTTPS https://svmpnwv1.nat.bt.com TCP 443

Assurance 10.35.138.148 (Emperix)

Voice Recording HTTPS callrecorder.yourwhc.co.uk TCP 443 Portal 193.113.10.32

193.113.11.34

Note browser access is via a redirect from the Business Portal.

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Application Port requirements Please refer to the individual application user guides on the WHC document centre.

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Platform Redundancy & Upgrade Procedures Call Integrity & Platform Redundancy

Maintaining call integrity is the result of more than just hardware compliance. Call integrity has been achieved through a combination of software engineering, server redundancy, and networking capabilities. WHC has gone to great lengths to address issues at every layer in the system architecture to achieve the highest levels of reliability, redundancy, and performance.

The WHC redundancy solution provides seamless, User transparency failover, in the event of an IP network, application or hardware failure. This solution ensures that no single point results in a service outage. Main features of this design are as follows:

• Geographic redundancy model

• Automatic user rollover to a secondary Application Server when the primary Application Server fails to reply

• Automatic tracking of a user’s active Application Server through dynamic updates of the Network Server location database through the Application Server Redundancy (ASR) protocol

• Session Border Controller and Application Server-initiated rollover

• Automatic rollback of users endpoints to primary application server

• No Loss of active calls for an initiated rollover

• Failover CDRs

• Direct layer 2 Fibre connection to BT 21CN network

• Direct connection into BT’s Colossus networks

• Monthly Capacity and trend analysis reporting

Our fault diagnostics platform (Service Assurance) is a SIP based passive monitoring, detection and alerting system that provides complete visibility of User and Carrier network behaviour, enabling a shift from reactive to proactive network monitoring and customer care.

The WHC platform is geographically resilient and located at 10 different locations. For security reasons this information is not published.

Centrex and SIP Trunking Endpoint Failover

All Centrex IP Phones are configured with a WHC SRV record. This means that they automatically failover to a 2nd geographically redundant WHC PoP using DNS in the event of a failure.

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SIP Trunking devices that have been interop tested with WHC and are also able to utilise SRV records will support failover in a similar manor. Some SIP Trunking devices are unable to use SRV and need to be configured with individual domain names or IP Addresses for each WHC PoP to allow failover to function correctly. The configuration setting required for each device is detailed in the individual configuration guides. Note that any devices that are unable to use SRV records and unable to configure a domain name or IP Address for both WHC PoP, although authorised to connect, will not be covered by the standard platform availability SLA.

End User Firewall Security

When deploying WHC, CPs need to be aware of which protocols and ports the service is using in order to amend, where necessary, local firewall polices to allow calls traffic and our applications to function correctly.

Not all firewall configurations need ports to be opened. Please refer to the Firewall section within this handbook.

Platform Upgrade Procedures

Our redundancy solution allows for upgrade procedures to be activated on the primary server/node within a cluster first where only one node at a time is upgraded. This ensures that no more than one node of a cluster is down at any given time. In addition a full lab test environment, replicating production, is available and used to test new products and upgrades before introduction to the production systems.

Platform upgrades are performed in a staged process as follows:

• Pre-staged and tested on the lab environment

• Break production HA system pairs.

• Upgrade one server in production

• Run-in/Monitor live environment

• Upgrade second server in production and restore HA pairs

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Pricing

All confirmed contractual pricing is detailed in the pricing charge books that sit alongside the service terms and conditions.

Charging Tariffs and Tiers

We provide two charging tariffs:

• Pay-As-You-Go (PAYG) – all calls are charged for

• Pay Monthly (PAYM) – calls to 01, 02 geographic numbers, 03 and calls to Mobile FM 1, 3, 4, 5, 6 are inclusive subject to a Reseller Fair Usage Policy.

The volume thresholds for PAYG are as follows:

PAYG TIER Qualifying Licenses*

Tier 1 500-5000 Licenses

Tier 2 5001+ Licenses

The volume thresholds for PAYM are as follows:

PAYG TIER Qualifying Licenses*

PAYG Tier 500+ Licenses

* Qualifying licenses are:

• Centrex Functional User

• Centrex Fixed User

• Centrex Mobile User

• SIP Trunking Company Channel

Rate Cards Structure

All confirmed contractual pricing is detailed in the pricing rate cards that sit alongside the service terms and conditions. Rate cards are broken down into the following sheets:

• Service Establishment

• Centrex Licenses & Add-ons

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• SIPT Licenses & Add-ons

• Numbering

• Calls

• CPE including Phones and Headsets

• IP Connectivity

Service Establishment Pricing Sheet This pricing sheet contains the cost for introducing service which is made up of the following product sets:

• Service Establishment – this covers the one off charge applicable to every new WHC CP and will cover the creation of the service, access to all portals, mandatory two day training and branding of the Configuration portal and certain key applications (if required).

• Additional Training – this covers any additional training that CP’s may request throughout the product life cycle.

Centrex License & Add-Ons This pricing sheet contains the Hosted Centrex core licensed components of the service and is made- up of the following product sets:

• Company, Site & User Licenses – this covers the Line feature packs which include Centrex Functional User, Centrex Fixed User and Centrex Mobile User. Please note Company and Site licenses are provided free of charge with User licenses. All User licenses are charged monthly in arrears and come with three termed options: 1 Day, 1 Year or 2 Year.

• Optional Application Licenses – this covers the optional overlay licenses and software that can be added to Company, Sites and Users, i.e. Receptionist Consoles and IM applications. All licenses are charged monthly in arrears and come with 1 Day term.

SIP Trunking License & Add-Ons This pricing sheet contains the SIP Trunking core licensed components of the service and is made- up of the following product sets:

• Company, Site & User Licenses – this covers the Company SIP Trunking Channel licenses along with the Trunking User, SIPT Functional User, SIPT Fixed User and SIPT Mobile User. Please note Site licenses are provided free of charge. All User licenses are charged monthly in arrears and come with three termed options: 1 Day, 1 Year or 2 Year. Company SIP Trunking Channel licenses, term options are: 1 Day, 1 Year, 2 Year or 3 Year.

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• Optional Application Licenses – this covers the optional overlay licenses and software that can be added to Company, Sites and Users, i.e. Call Recording and IM applications. All licenses are charged monthly in arrears and come with 1 Day term.

Although SIP Trunking channels are configured at the Trunk, Site and Company level, licenses are chargeable only at the Company level. For larger deployments with multiple SIP Trunks across a Company, this enables aggregation of SIPT channels that is particularly relevant for resilient configurations.

Numbering This pricing sheet contains the numbering components of the service and is made-up of the following product sets:

• New Numbers – This provides new geographic telephone numbers.

• Geographic Number Import – This enables existing geographic numbers to be imported for use on WHC.

Calls This pricing sheet contains the calls components of the service and is made-up of the following product sets:

• Major Call Types (Off Net) – This covers the major call types including calls made to; Geographic numbers (national/local) and Mobile numbers.

• International IDD (Off Net) – This covers all calls made to international destinations.

• Minor Call Types (Off Net) – This covers the minor call types including calls made to; Operator Services, 0844, 0871, 0845, 0870, Premium Rate Services (PRS), and other mobile numbers not covered in major call types

• Directory Enquiries (Off Net) – This covers calls made to DQ services.

• Emergency 999 Calls (Off Net) – This covers calls made to the emergency services provider.

Please note On Net voice and/or video calls are zero rated. For any CP’s on the PAYM rate card, Geographic and Mobile calls to the agreed destinations are zero rated subject to a Fair Usage Policy.

CPE This pricing sheet contains the CPE components of the service and is made-up of the following product sets:

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• IP Phones – This covers pre-configured plug and play handsets from Polycom and Yealink.

• IP Conference Phones – This covers pre-configured plug and play handsets from Polycom and Yealink.

• IP Headsets – This covers Jabra headsets selected to work with our Polycom and Yealink handsets.

• Accessories – This covers accessories that support the handsets, such as power cables.

CPE is charged at a one-off fee but may be offered at lesser rates when taken with a termed Centrex License. Please refer to the Rate Card for detail.

IP Connectivity This pricing sheet contains the IP Connectivity components of the service and is made-up of the following product sets:

• Managed Broadband ADSL – This covers ADSL2 20c copper ADSL lines as well as installation and migration charges. ADSL2 lines are available on the following data allowance packages: 50GB or Unlimited.

• Managed Broadband ADSL2+ – This covers ADSL2+ 21c copper ADSL lines as well as installation and migration charges. ADSL2+ lines are available on the following data allowance packages: 50GB or Unlimited.

• Managed Broadband Fibre – This covers FTTC fibre ADSL lines as well as installation and migration charges. Fibre lines are available on the following data allowance packages: 50G or Unlimited.

• Managed Broadband Routers – This covers the routers that we sell as optional extras.

Pricing Updates

Monthly updates to pricing are placed on the ‘Briefings Portal’, located at btwholesale.com, and emailed to registered CPs. To access this site a CP will need to log onto btwholesale.com and request access. We will authorise this once the contract WHC terms and conditions have been signed.

Price Changes WHC reserves the right to change pricing providing 28 days’ notice is provided. Emergency International price changes can be changed with 6 days’ notice in extenuating circumstances. However the following price changes are generally the norm for WHC:

• Service Establishment Charges – Prices are only expected to change annually with 28 days’ notice provided.

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• Numbering Charges – Prices are only expected to change annually with 28 days’ notice provided.

• Centrex Licenses & Add-On Charges – Prices are only expected to change annually with 28 days’ notice provided.

• Calls Charges – International carriers change their termination rates on a weekly basis and we change these monthly. However we reserve the right to change these with 6 days’ notice. Mobile Carriers change their pricing on a quarterly basis so we will reflect these changes as they happen and will provide 28 days’ notice. All other prices are only expected to change on an annual basis.

• CPE Charges – Prices are only expected to change annually with 28 days’ notice provided.

• IP Connectivity Charges – Prices are only expected to change annually with 28 days’ notice provided.

New Product Introductions All new products will be communicated in writing to CP’s via the BTWholesale.com briefings tool.

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Billing & Invoicing

CP’s should refer to the WHC Billing Guides and supporting documentation, located on the Document Centre, for full details on the billing operation.

Invoicing

Billing will be handled via the standard BTW Billing process and it is a contractual requirement for all CP’s to set-up a Direct debit (DD) before they are service established on WHC.

All invoicing in done monthly and DD’s taken 28 days later (this may vary subject to credit vetting results). Invoices are electronic and will be posted via CP’s secure area on the Billing Portal. The invoice will provide an outline of the services ordered and total sum due. Full back-up data is also available within the SDEDS folder.

It is the CPs responsibility to bill their End Customer directly; BTW will only invoice its CP. CPs who do not have a billing capability should contact their Account Manager and they will be able to confirm with the Product Team which external billing companies are commonly used across the WHC customer base. Appropriate contact details will then be provided for the CP to pursue.

Billing Reports

We provide the following billing reports to enable you to bill your End Customers:

• Daily Bill Back-Up File (BBU) - this is an aggregated feed which provides a record by record feed of all products that a CP has consumed from the beginning of the month to the date detailed on the file. BBU files are available to download daily from our SDEDS portal

• Monthly Bill Back-Up File (BBU) - this is an aggregated feed which provides a record by record feed of all products that a CP has consumed and that are active at the time of the monthly bill run. The records shown are for the previous month. BBU files are available to download monthly from our e-billing portal.

• Call Data Records CDR’s – this is an aggregated calls feed which shows the volume, time of day and value of calls aggregated by call type and terminating network. Rated CDR’s are available to download monthly and 4 hourly. Unrated CDR’s are available every 15 minutes from our SDEDs portal.

• Electronic Invoice – this is the monthly high-level breakdown of our invoice to you for the previous month. The invoice is a summary of the BBU. E-invoices are available to download monthly from our e-billing portal.

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Please refer to the billing documentation for further detail on files structure and for confirmation of how to register for the e-billing portal.

Early Termination Charges

When you sign one of your Users up to either a 1 or 2 Year fixed term deal on a Centrex License, this is the committed minimum term. If you subsequently decide to cease the User, then an ETC charge will apply for the remaining term of the license. Please refer to the Pricing Charge books for confirmation of this charge.

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Service Exceptions Dialler Restrictions

Please note diallers of any type are strictly prohibited and are not supported on the platform.

Call Attempts per Second (CAPS)

Where Hosted Centrex and SIP Trunking services are deployed in standard business environments, Calls Per Second (CPS) or Call Attempts Per Second (CAPS) rates are unlikely to be a concern. In larger SIP Trunking environments where this may be a design consideration, please refer to the table below for the maximum CAPS permitted on SIP Trunks based on the number of channels deployed.

Company Maximum SIP Trunk Channels CAPS >30 1

120 2

600 6

1000 10

1500+ 15

Number Management & Calling Plans

Number Management has a number of restrictions that are detailed in the handbook and user guides. However for clarity the main exceptions, notwithstanding the specific guides are as follows:

• Numbers sub-allocated to WHC cannot be exported to the PSTN network

• Gold numbers cannot be sub-allocated, all numbers are allocated form the next available block

• Sub-allocated blocks come in maximum blocks of 100 numbers; CP’s requiring more than 100 numbers need to order these in two separate blocks and WHC cannot guarantee these will be continuous ranges.

• CP owned number ranges not supported, all numbers need to either be sub-allocated or ported through the number portability process

• Out of hours porting is not supported

• We do not support the porting of numbers where the line has a REDCARE service, this needs to be removed first

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• The porting off Featureline numbers where the number is classed as an EQUINOX range may require the lines to be downgraded to single lines before they can be ported

• Calls to personal numbering services (070) are not supported

• CP’s are required to set-up their own number barring on the BP if they wish to restrict calling to particular destinations

• It is the CP’s responsibility to provide and update all 999 site locations details directly onto Business Zone

Deploying SIPT Services into Emergency Call Handling Environments

For many years now the originating legs of calls to emergency numbers have received priority handling within TDM networks, and to varying degrees the same has also been true for some VoIP networks. This process has included reserved channels on TDM bearers for emergency calls, and allowing call set-up requests for such calls to be progressed at times of congestion/overload when ordinary calls would have been rejected. These processes have been built on the dialled number (999, 112 etc.) and priority/protection service markers in TDM, and on dialled numbers in VoIP networks.

However, once the call has been onward routed from the emergency operator to the relevant emergency service provider, although the onward legs in TDM networks have also had priority/protection markers set, the use of such markers for emergency calls in VoIP (SIP) signalling has not yet been specified, so if any of the onward legs include VoIP transit or destination networks, such calls could fail due to congestion/overload in a way that they would not if the call was TDM end- to-end. This must be considered if potentially deploying SIP services to an End Customer handling this type of call as SIP based platforms are currently not recommended for such calls.

General Exceptions

It is the CP’s responsibility to ensure they read all user guides and documentation on the Document Centre before deploying new users on the system. BTW will not be responsible for any incorrect set- ups as a result of CP’s not following the correct process.

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Miscellanous Service Cessation

CP’s can cease their WHC contract by serving notice at the end of their minimum term in accordance with the WHC terms and conditions. Please refer to the terms and conditions.

Cessation of your User services, Companies, Sites, Users etc., is done directly on Business Zone, and is in accordance with any applicable license terms. Please refer to the WHC L2C Ordering – Business Zone User guide, available to download from the WHC Document Centre.

Complaints Handling

For details on complaint handling please refer to the CSP, available to download from btwholesale.com/csp.

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The information in this publication was correct at time © British Telecommunications plc 2014. of going to print. We may make minor alterations to the Registered office: 81 Newgate Street, London, specifications of products which do not affect their England EC1A 7AJ. performance, and may vary prices and delivery charges.

The telecommunications services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms part of any contract.