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Product Handbook Wholesale Hosted Communications (WHC 3.0)

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Product Handbook Wholesale Hosted Communications (WHC 3.0) 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document is provided in confidence as per the terms and conditions of Wholesale Hosted Communications (WHC) and shall not be published or disclosed wholly or in part to any other party without BT’s prior permission in writing.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 2 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, 3 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 4 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 ......................................................................................................................
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