GENERAL VOIP QUESTIONS

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F E AT U R E S

The way people work has changed. Internet access has become ubiquitous. Now your phone system can leverage these changes. The result: powerful cloud-based features and call quality that every

business can afford.

GENERAL

VOIP

QUESTIONS

What Is VoIP?

VoIP (Voice over Internet Protocol) is a term used to describe a group of technologies that are used to connect and deliver voice telephone calls over the Internet. VoIP telephones can communicate with conventional telephones, and vice-versa. The

advantages of VoIP over traditional telephone systems include reduced equipment cost, reduced phone service cost, an expansive feature set and the ability to integrate your phone with other computing devices.

Traditional phone calls are made over dedicated telephone circuits; VoIP calls are

carried over the Internet. VoIP calls share a data network with other computing devices. When you place a VoIP call, your speech is digitized at the originating end, and is

transmitted as small bundles of data (called “packets”) over the data network and Internet. At the receiving end, the packets are reassembled into an audio signal.

When properly engineered and executed, VoIP call quality is at least as good as or better than a traditional phone call. However, if the segments of a call are delayed or lost, as can easily happen on a data network, call quality can suffer. The Star2Star architecture eliminates this risk with its end-to-end approach that controls both ends of the call path, including automatic prioritization for voice packets over data packets.

How Is Star2Star Different From Other VoIP Solutions?

Star2Star has created the first fully integrated, end-to-end business grade VoIP. Our solution combines purpose built hardware, custom engineered 24/7 monitoring and management, and six dedicated network operations centers. The results are powerful features, superior call quality, unmatched reliability and dramatic savings.

Other VoIP vendors typically just offer one part of this complete solution. Some specialize in the PBX (the on-premise phone switch providing call routing and features like voicemail and so forth) but leave locating connectivity and VoIP telephone service up to you. Others offer telephone service but no on-premise PBX, limiting flexibility, features and reliability. Almost none offer any form of monitoring and management; once the system is set up, the assumption is that it will just run with no problems.

Star2Star is different. The Star2Star system uses a proprietary on-premise PBX. This solid-state PBX has no moving parts, no hard drive, and no fan for the utmost in

reliability. The Star2Star PBX gathers information about the phone system and network to prioritize phone calls while minimizing impact on regular data traffic.

Calls are connected to a private network of carrier class telephone lines or carried long distance by Level3 Communications. At every point, our StarWatch service monitors nearly 1000 operational parameters in the hardware, data network, routing systems and carrier infrastructure to assure uptime and call quality.

Star2Star is the first and ONLY solution to fully integrate the hardware, phone service and active monitoring and management.

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R E L I A B I L I T Y

Only Star2Star guarantees 99.99% reliability for your business calls. In 2011, we did even better than that,

with 100% uptime.

F R E Q U E N T L Y AS K E D Q U E S T I O N S

How Is The Voice Quality?

Generally, with any properly installed business-oriented VoIP solution, you will experience call quality equal to or better than a traditional phone call. However, VoIP call quality can easily be affected by network congestion and delays. Most VoIP solutions have no answer for this problem.

The StarWatch service from Star2Star measures the quality of the network and adjusts call parameters to assure the best possible quality. In addition, StarWatch can detect a degrading local area or wide area (Internet) connection and alert you to this problem along with recommended solutions. Star2Star's unique integrated

combination of proprietary hardware, monitoring and central routing service means we do the best possible job of assuring call quality and reliability for our customers.

Can I Keep My Current Phone Numbers?

Yes, except for only a few limited cases. Local Number Portability makes it possible to port your number(s) to a new service provider of your choice. We have a staff of number porting experts who usually can get this complex task accomplished typically within 10-15 business days. More complex orders may take a little longer, or are assigned as a project which can take up to 30 days.

We offer a thirty-day risk-free guarantee. Your new Star2Star phones can operate alongside your existing system during this period. Your calls come in on your old phone system while you make outgoing calls on the Star2Star system to test quality and reliability. During this period, all domestic calls made on the Star2Star system are free. Once your phone number is ported you can begin to use your new Star2Star system for all your calls, incoming and outgoing.

Can I Do A Side-By-Side Comparison?

We encourage interested customers to try Star2Star risk-free for 30 days. We will install the Star2Star system and let you make (and receive) all the domestic calls you like during this period. At the end of the 30-day period, if you don't love the Star2Star solution, let us know and your money will be returned.

Is Emergency 911 provided?

Yes. 911 dialing is included (enhanced 911 is also optionally available) as is registration with the 911 database. Plus, thanks to Star2Star's failover feature, 911 dialing will function during a power or Internet outage.

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PHONE 888.523.2568 FAX 630.379.0331 EMAIL [email protected] WWW.CSSWORKS.COM

Internet Telephony named Star2Star as the 2011 Product of the Year

Communications Solutions named Star2Star as 2011 Product of the Year

Internet Telephony presented Star2Star with their 2011 Excellence Award

The readers of Channel Partners Magazine Selected Star2Star as a Top 50 Channel Program

for three years in a row

2012 2011

Inc. Magazine selected Star2Star as one of the 500 fastest-growing Private Companies in the USA

®

One System, One Service, One Provider… The Whole Solution

Copyright 2012 Star2star Communications, LLC. All rights reserved. Star2star is a registered trademark of Star2star Communications, LLC. All logos and company names are trademarks or service marks of their respective companies.

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Star2Star cuts the typical business phone bill by about half!

F E AT U R I N G AN I R O N - C L AD M O N E Y B AC K G U AR AN T E E

Is Star2Star Different From Residential VoIP Services?

Residential VoIP uses some of the same technology as business VoIP, but residential products don’t offer the quality, features and reliability that businesses demand. As a result, many people associate VoIP with systems that lack in capability and quality.

However, the very first business VoIP installations were deployed at some of the world's largest companies on their large enterprise networks. Quality on those systems exceeded that of the legacy phone system with a corresponding increase in feature set and capability. Though powerful, these systems were also incredibly expensive and suited for very large companies with multiple, world-wide operations.

Star2Star focuses entirely on small to mid-sized businesses and has brought the power of Enterprise class systems to smaller organizations. Our end-to-end solution combines the in-house, high quality systems that big businesses have used for years along with a powerful set of features and the best phones available for Internet calling. The result is entirely different than that provided by residential providers.

Do I Need to Cancel My Current Phone Service Provider?

Initially, the Star2Star Phone System can be installed without canceling your current service. Normally, you will "port" your existing phone number(s) to your new

Star2Star system. This takes about 10-15 business days. Once this happens (you'll know because your old phones will stop ringing and your new Star2Star phones will start ringing) you can cancel your existing phone service. Handled this way, you will not experience any interruption in phone service. We suggest that you retain a single analog line for FAX, burglar alarm (if used), Point-of-sale device (if used) and as a backup line should your Internet service ever be interrupted.

How Reliable Is This Phone Service?

At Star2Star, we are completely focused on providing the highest quality and most reliable Internet phone solution in the world. That sounds like a marketing slogan but there are real substantive reasons why we believe we have succeeded in building a solution that -- for all practical purposes -- is actually more reliable than the traditional phone system. Star2Star is the first and only VoIP solution provider that can offer this complete end-to-end approach.

Our reasons claiming such a high degree of reliability are somewhat technical but, if interested, you can read about them in our white paper titled: Star2Star Blended Architecture -- What Makes it Different? What Makes it Better?

Common Sense Solutions, Inc. 200 W 22nd Street, Suite 202, Lombard, IL 60148

888-523-2568

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How Does the Star2Star Monitoring System Work?

The Star2Star monitoring system, StarWatch, looks at all aspects of the system, from the phones, to the local network (LAN) to the on-premise PBX to the Internet (WAN) to the Network Operations Center (NOC) and all of its servers and connections, through the local connections or long-haul carriage network. It monitors failure states and trends and, when necessary, it alerts interested parties of problems or potential problems. For critical events, it may also automatically initiate remedial solutions.

For example, suppose the Internet connection to one of your offices is cut. The monitoring system will note this almost immediately, activate the backup PBX at our operations center, and automatically reroute calls from the PBX at the affected office to the supplementary phones (usually a cell phone) for each of the company's users. All other PBX applications such as automated attendant, voicemail, etc. will continue to operate without interruption. Customers calling in will not notice any change.

The PBX at the office can detect an Internet failure as well and can route all

outbound calls to be made on the analog backup line. Simultaneously, the Star2Star notification system will place an automated call to the company's administrative contact (using their supplementary phone number), alerting him or her to the Internet connection outage along with suggested remedies. In most cases, the administrator will find out about the Internet outage well before employees start to complain that their web browsers and email are not working.

This is only one example. The StarWatch monitoring system watches nearly 1000 different parameters and has hundreds of response states.

What Backup Provisions Are In Place?

Star2Star provides a complete and automatic disaster recovery system with your phone service. This capability is provided in our Network Operations Centers (NOCs) where we operate our core infrastructure. Our data centers are located in secure facilities, with redundant power sources and Internet connections.

In the unlikely event that anything would ever happen at all six data centers that causes them to become non-operational, the StarBox (the Star2Star Phone System) at each customer site will automatically switchover and utilize other carriers and the on-premise analog connection to maintain the ability to send and receive calls.

If anything were to ever happen at your office to compromise the Internet connection (such as a lengthy power failure or a natural disaster) we will mimic your phone system in our data center and reroute calls to a backup phone line or even to the cell phone of each employee when their extension is dialed.

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Internet Telephony named Star2Star as the 2011 Product of the Year

Communications Solutions named Star2Star as 2011 Product of the Year

Internet Telephony presented Star2Star with their 2011 Excellence Award

The readers of Channel Partners Magazine Selected Star2Star as a Top 50 Channel Program

for three years in a row

2012 2011

Inc. Magazine selected Star2Star as one of the 500 fastest-growing Private Companies in the USA

®

Copyright 2012 Star2star Communications, LLC. All rights reserved. Star2star is a registered trademark of Star2star Communications, LLC. All logos and company names are trademarks or servicemarks of their respective companies.

P R I C I N G

P R I C I N G & AN I R O N - C L AD M O N E Y B AC K G U AR AN T E E

What Are My Savings Likely To Be?

Star2Star saves you money in several obvious and a few not-so-obvious ways.

First, most organizations see a dramatic drop in their monthly phone costs; the typical business phone bill is cut in half. For customers who pay extra for services such as central office voicemail or for those who make lots of long distance or international calls, the savings can be tremendous.

Second, a Star2Star telephone system costs a fraction of what you would pay for a traditional business PBX. Since the Star2Star system can support hundreds of phones at a single location, and you can add phones one at a time as you grow, you never are forced to buy "too much" PBX just to accommodate potential growth plans.

Third, Star2Star has tremendous multi-location features. Your system can be configured so that it operates as a single, unified phone system, no matter how many locations your business has. Individual work-at-home employees can have a phone at their home that operates just like the phones in the office, so your remote offices and remote employees are now available via local extensions. Flexibility like this can result in tremendous cost savings.

The bottom line is that for most companies, we can install a new Star2Star phone system, including lease payments and phone service, for a monthly cost at or below what the company currently pays for traditional phone service alone.

What are the long distance calling costs?

There are no added domestic long distance fees. Domestic local and long distance calls are included in our basic package.

Common Sense Solutions, Inc.

200 W 22nd Street, Suite 202, Lombard, IL 60148 888-523-2568

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B U S I N E S S F E A T U R E S

What features does Star2Star offer?

The Star2Star system has hundreds of features specifically designed for small and medium businesses. The actual feature list is far too extensive to include here. There's an entire section of the website devoted to the features and benefits of the Star2Star Solution. View the complete feature list or download the features list here.

How are multiple locations and remote employees supported?

With Star2Star, every office and even single phone home office locations can exist on the same phone network. This allows for incredible flexibility previously available only on extremely expensive PBX systems using dedicated "tie-lines" between offices.

Each separate office is assigned a 2 digit ID. Each office can have up to 700 3-digit extensions. To make a call within an office, just dial the 3-digit extension (i.e., "102"). To make a call between offices just dial the office id and the extension (i.e., "20102"). Individual users can have a phone at home or at a single person office that works just it was on the desk at one of the main offices. It all works seamlessly.

Our company has many locations but we only want to publish a single phone number. Can you do this?

Absolutely. Star2Star's solution lets you decide how your company will present itself to customers. For example, some companies, operating with multiple locations, want to publish a single phone number to reduce confusion for customers. Star2Star can route incoming calls on a single number to ring any (or all) extensions at any (or all) locations. Or, the incoming call can be set to ring extensions in succession. Or, the incoming call can be set to play an automated attendant menu that allows incoming callers to select their call routing. Setting up a call configuration is simple and

something your Star2Star dealer can do for you or you can do yourself via our simple web browser interface.

Can I publish local phone numbers in cities where I do business even if I don't have an office there?

Yes. With Star2Star, you may select as many phone numbers as you like from nearly everywhere in the US and have each of these numbers route however you like. Callers can be routed to separate automated attendants based on city or a single, consolidated, message can be played. Or, calls from each city can be routed to ring the phones of city specialists.

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Can I do conference calling with Star2Star?

Yes.

Star2Star supports two methods of conference

calling. The ad-hoc method lets you conference in two other callers directly from your

phone. The "meet me" conferencing method

allows an unlimited amount of callers to dial a

phone number and be placed into a conference

together.

®

Copyright 2012 Star2star Communications, LLC. All rights reserved. Star2star is a registered trademark of Star2star Communications, LLC. All logos and company names are trademarks or servicemarks of their respective companies.

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F E AT U R I N G AN I R O N - C L AD M O N E Y B AC K G U AR AN T E E

We have lots of highly-mobile employees. Do you support that?

Yes. Star2Star features advanced call-forwarding features that allow scheduling. It also includes a find-me/follow-me option where you can select to have your office line ring as many offices as you have and even ring your cell phone, home phone or a computer softphone simultaneously. You can configure all of this to happen on a particular schedule and select for the call to try one phone at a time, all at once or give the caller the option to automatically forward the call via your voicemail message.

Can a single user have multiple extensions?

Yes. Any user can have multiple extension numbers assigned to one or more desk phones, remote phones at home offices, and PC or Mac softphones. All the user’s extensions can ring at once or can be programmed to ring in a predefined order.

Does Star2Star include Automated Attendant, Ring Groups and Queues?

Yes, and more. You can create multi-layer automated attendant menus and create ring groups, customer service queues, and paging groups. You can even customize your music on hold. Extensions can be customized to allow or prohibit certain activities such as international calling or outbound calls. Users can also log into their designated portal and set up their own speed dial, call forwarding, find-me/follow-me paths, voicemail options, call blocking and an "operator" designation if they are unavailable to answer a call. Plus, an up-to-date company directory is always just a click away.

I have several small locations and I would like to consolidate my telephone reception between them. Can I do this?

Yes. Star2Star lets you treat all your locations as one group of extensions. Any and all incoming lines can route to a receptionist (or queue of receptionists) operating from a single location. These receptionists can hold and direct calls for all locations.

Are there any limitations on voicemail?

No limitations. With Star2Star, you can set up voicemail for all users. You can even set up voicemail for "virtual" users; this feature is useful for calls that are intended for a departmental group but are never answered. Finally, Star2Star also offers

voicemail groups. Voicemail groups are used to send a single voice message to a group of extensions. It's great for departmental or company-wide announcements.

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You will need a high-speed Internet connection,

which can be a business grade DSL connection, cable modem or T1 line.

If you do not have a connection we can help coordinate getting one for

you.

E Q U I P M E N T

Do I Need To Install New Wiring?

You do not need to add any new wiring if you have an existing computer network with a PC network jack nearby each phone. Our phones have two-port network switches built in. Plug the phone into the existing Ethernet wall jack, and connect a patch cord (supplied) between the phone and computer. The computer and phone share the Ethernet connection, so there's no need to run more wiring or add another wall jack.

Our phones use Virtual LAN (VLAN) technology to keep voice and computer data separate, even though they are sharing the same physical cable.

I only have old style telephone cabling. Can I use Star2Star?

If you only have older-style (2- or 3-pair phone or 4-pair CAT3) wiring and do not have a computer network where you want to install VoIP phones, there are two choices:

 You can install new CAT5 computer wiring at those locations. In most buildings this is a relatively small expense.

 We can use the existing wiring and analog phones and connect VoIP to them in your wiring closet. This solution works well but is less convenient and only slightly less expensive than upgrading to a full VoIP solution in most instances.

What Equipment Is Needed?

The following equipment is required for a typical Star2Star installation. Usually, much of this equipment already exists at the installation location and can be reused:

 High-Speed Internet Connection: You will need a high-speed Internet connection, which can be a business grade DSL connection, cable modem or T1 line. If you do not have a connection we can help coordinate getting one for you.

 StarBox PBX: Office deployment of the Star2Star Internet Phone System requires a StarBox, which is Star2Star's high-powered phone system and Internet router.

 VoIP Phones: We offer phones from top-tier phone manufacturers, including Cisco and Polycom. You can also use standard analog phones with an adapter.

 Router: You probably already have an Internet router and, most likely, the StarBox will simply plug into it. If you do not have a router then in most cases you do not need one as the StarBox provides excellent router functionality on its own.

 Network Switch with QOS, POE and SNMP: If you have several computers hooked up to a network in your office then you probably have one or more switches. All switches will work with our solution but, to obtain the best call quality, we

recommend that you use switches that include VLAN (virtual LAN), Quality of Service (QOS), and Power over Ethernet (PoE). This latter feature allows telephones to obtain power from the Ethernet switch, so they don’t require a separate power cord.

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What telephone options are available?

There are three options:

 We offer the latest phones from top-tier

manufacturers such as Cisco, Polycom and snom.

 Analog Phone Interface Conversion - With an additional hardware adaptor, we can connect any existing analog phone (including most cordless phones) into the Star2Star system.

 A computer-based Softphone is also available. Versions are available for Windows and Macintosh based

computers. Thissolution is ideal for call centers and mobile users; all you need is a quality headset plugged into your PC or Mac’s sound

connectors.

service marks of their respective companies.

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Do You Support Computer Softphones?

Yes. In addition, the softphone can be configured to ring at the same time as your office, home, and cell phone, so no matter where you are, the caller will find you.

Do I Need To Buy A Dedicated Computer To Run This Service?

No. Star2Star provides the phone system, phones and networking components needed to run the service. We do not require any computers from the customer.

Do Your Phones Provide An Intercom Capability?

Yes. Any phone can place an intercom call to any other, including phones at separate locations.

Do Your Phones Provide Paging?

Yes. Any phone can page to any other phone or to a group of phones. We also offer an inexpensive paging adapter that can connect to existing overhead or outdoor paging systems.

Can I Use My Existing Analog Phones?

Yes. We can install adaptors that connect traditional analog phones to the Star2Star system. This alternative is only slightly less expensive than purchasing new,

dedicated VoIP phones. Also, analog phones do not have the digital display and feature keys found on almost all VoIP phones, so they are less convenient to use.

Unless rewiring presents a substantial problem, we generally recommend obtaining new VoIP phones. Star2Star customers can usually lease the new equipment while still adding dollars to their bottom line thanks to affordable equipment pricing and considerable telephone service savings.

Can I Use My Existing PBX?

Yes. Some customers like their existing phone system but wish to take advantage of reduced monthly phone charges and the enhanced feature set of Star2Star. We can adapt your existing phones and phone system to VoIP and avoid installing new phones. You will obtain all the monthly service cost savings with no changes in how your existing phone system operates. Since this "port replacement" functionality uses a standard StarBox, this means that as you grow, you can simply add VoIP phones as necessary, without the need to purchase additional legacy equipment.

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I N T E R N E T A N D N E T W O R K

Do I need to change my Internet provider?

In most cases, you can use your existing provider. However, Star2Star can be your complete solution provider for telecommunications equipment and service, which can include Internet service.

What are the bandwidth requirements?

We recommend a business DSL or business cable connection running with at least 768k of upstream bandwidth. On a properly configured connection like this, your system will support 25-30 simultaneous phone calls. In a typical business

environment, this is adequate to support between 75-100 phones. Star2Star also supports higher bandwidth connections such as T1s. As a general rule, call capacity will increase proportionally with bandwidth.

Do I need to rewire my building to use this service?

No. The Star2Star solution uses your existing Ethernet network wiring already, and it shares the connection with a computer without the need for any additional wiring. If you require a phone at a location where there is no network wiring in place, your Star2Star dealer can install it at a reasonable price.

I N S T A L L A T I O N A N D S E R V I C E

Who installs Star2Star?

Star2Star has a network of certified and trained dealers and installers that guide you through the entire process. Our dealers will consult with you to determine your equipment and connectivity needs and to configure system operation. Once your equipment arrives and is connected, it will automatically be configured with your specific configuration.

Our dealers and installers generally need only a few hours on site to complete the installation. If you want to reconfigure your settings after installation is complete simply visit the Star2Star portal site and your system will automatically be updated; unlike most PBX's, there's no requirement to bring your dealer back on-site to make configuration changes.

Is training provided?

Yes. Your Star2Star dealer will offer initial training and answer any questions you have. Star2Star offers additional resources through its website including written documentation and recorded online instructional materials. Contact your dealer or Star2Star technical support service (available 24/7) at 941-234-0001 or by dialing "Star2Star" (e.g., *2*) on any Star2Star phone.

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What telephone options are available?

There are three options:

 We offer the latest phones from top-tier manufacturers such as Cisco, Polycom and snom.

 Analog Phone Interface Conversion - With an additional hardware adaptor, we can connect any existing analog phone (including most cordless phones) into the Star2Star system.

 A computer-based

Softphone is also available. Versions are available for Windows and Macintosh based computers. This solution is ideal for call centers and mobile users; all you need is a quality

headset plugged into your PC or Mac’s sound connectors.

service marks of their respective companies.

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F E AT U R I N G AN I R O N - C L AD M O N E Y B AC K G U AR AN T E E

Are System Upgrades Automatic?

Yes. We issue automatic software updates, including security enhancements. These are automatically installed over the Internet.

How Does Support Interaction Occur?

Star2Star phone systems and data center components are monitored around the clock. All aspects of the Star2Star network are monitored remotely by our StarWatch quality and health monitoring system. Any problem relating to the

connectivity, quality of service, or operational health of your phone system, network, Internet connection or calling path are immediately detected and reported to the Network Operation Staff and our engineering team for follow-up.

If StarWatch detects a problem, it sets off a chain of events to report and repair the issue. First, the problem is categorized. Critical events, those which affect the functioning of a customer's entire system, are escalated to priority 1 status and are immediately handled by a service engineer. The StarWatch system also immediately contacts the administrator at the customer's location of the problem and the steps being taken to resolve it.

In many cases, less critical problems can be resolved without any human

intervention since we have built hundreds of self-healing and redundant features into our infrastructure to make many issues self-correcting.

Star2Star also staffs a roud-the-clock service desk to handle customer reported problems. Customers may access our service desk directly over the Internet or by calling our support line 24 hours a day, 7 days per week, 365 days per year or by email. You can also dial Star2Star ("*2*") on your phone's keypad.

Automated monitoring and service desk operations allow us to maintain a high level of quality and reliability. We can solve most problems remotely, but can dispatch a technician to your site to solve problems that cannot be solved over the Internet.

Do I need to obtain my own phone service to make this work?

No. The Star2Star Phone Solution is an all-in-one solution, combining hardware, software, phone service, installation and maintenance. You deal with one vendor to specify, configure, install and service your system. We’re backed by the Star2Star StarWatch service to ensure uninterrupted, high quality calling and can provide all parts of a complete solution, including any additional networking, hardware or cable installation required. While most customers already have a broadband connection they are able to use with Star2Star, we can also provide that if needed.

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How Does Your "Immediate Replacement Plan?” Work?

Star2Star's Immediate Replacement Plan goes beyond simple maintenance agreements. If anything ever goes wrong with your StarBox PBX or phone,

Star2Star's dealers are authorized to replace the hardware that same day from stock. Star2Star dealers generally carry replacement equipment but if a replacement is not available, we will overnight a new StarBox to you immediately. Star2Star

automatically backs up all configuration information so when your replacement equipment arrives it will retrieve the specific settings and configurations (including voicemail) you had before the problem arose. Star2Star customers who opt for the Immediate Replacement Plan also automatically receive all system upgrades, including access to all new features of the Star2Star solution.

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