Overview
Hosted Telephony Service Description:
EMIS offers a revolutionary, next-generation telephony service.. By carrying calls over an internet connection, it makes PBXs and multiple lines redundant while offering advanced functionality and substantial cost savings.
The solution is made up of five main constituents: Connectivity, minutes, equipment, PBX Style features and Functionality and System management. Connectivity
Connectivity to the platform is available through a number of technologies, xDSL, Ethernet, Leased Lines, Wi-Fi to name but a few.
Minutes
Features and Benefits The solution comes with an extensive range of standard features that would be expected of modern communications solutions. These are being
constantly expanded.
The below table outlines some of the features and benefits: Feature Benefit
General Features
Permanent Call Line Identification Presentation (CLIP)/Call Line Identification Restriction (CLIR) with per call control, customised ring tones (equipment dependent), extension dialling, caller ID/name display, incoming call barring, Touch tone features, call back and call waiting
Calling Shortcuts (equipment dependent)
Speed dial, last number redial, call return (missed/received /placed), call selection, do not disturb, blind call transfer, assisted transfer, hold/retrieve.
Network Support of SCCP protocol, support of G.711 codec, and G.711 passthrough for fax, terminal support of VLANs, support of concurrent call limits per site, terminal and platform support of QoS with DSCP.
Follow-Me/Call Divert
Allows option of all calls, busy calls, no reply to be forward to any device (mobile, another extension, home etc). Call
Restriction
Restrictions can be set at an individual user or site level to restrict outgoing calls based on prefix or specific
destination number, (e.g. to mobile, international, premium rate)
Dial Plan Integrated short code dialling within and across sites, including international offices
Voicemail Provides online and external message retrieval, user defined prompt/message, message forward/save via Outlook, email and Message Waiting Indication of new voicemails. There is also the ability to leave messages direct to voicemail.
Call Analysis Simple to create reports and graphs of call volumes, spend, durations by user and site which can be exported to excel for further analysis if required
Additional Features
Fax2Email Each user is allocated a fax number which allows them to receive facsimile messages to their email address in a TIFF (Tagged Image File Format)
Call Flow/Hunt Groups
Enables calls to be automatically distributed to teams via a range distributed via a range of methods: Broadcast and Top Down. Ring time control enables you to define maximum ring times to ensure reduce waiting times for callers. Hunt groups can be configured with their own voicemail mailbox.
IVR This feature allows incoming callers to any specified number to be given options via an automated message to choose between departments/users to be transferred to – provides for improved productivity and customer service. Can be used in conjunction with Hunt Groups.
Music on Hold We provide a choice of predefined music which can be selected for Music On Hold. This can be chosen on a per extension basis if required.
Call Recording This enables you to record and store all inbound and outbound calls to and from the Public Telephone network. Internal calls within the company are not recorded. This can be used either to meet legal requirements or as a means of monitoring customer service. As part of the solution these calls are easily downloaded from the web portal.
Numbering Options
System Management
We recognise that a key element of any communications system is the ease of management both for users and system administrators. Our web based portal gives total control of all the functions and features of the system. The portal is provided free as standard to each user to enable them to manage their daily communication needs. The portal is a comprehensive administration tool that lets the system administrator make changes from anywhere in the world – so long as they have internet access. This is described in more detail below.
All users can access their own web portal from any PC/laptop connected to the internet via a secured VPN. Additional security is provided through a unique password. Once it has been accessed – the user can choose from a wide variety of features all supported by on screen help facility
Configure their personal details, Set call forward options to any phone, Create speed dial options,
Voicemail access
Click to dial from contact lists – which can be imported from Outlook or CSV fields,
Inbound call handling rejection/diversion, Hunt group configuration.
The system administrator has from any PC/laptop connected to the internet, via a secured VPN, the ability to manage the complete communications solution. Security is provided through a unique userid and password. Multiple access levels can be configured. This is an extremely powerful and flexible tool that enables the user to :
Complete all the above activities on behalf of a user
Make move, adds or changes to user details or allowable features at the click of a button. These features can be set or changed at an individual user, site or company level.
Monitor and analyse call spend patterns View bills – current and historic
Equipment We offer a wide choice of telephone handsets to meet each customer’s requirements and supports the deployment of handsets from different manufacturers into a single solution. All phones are supported throughout the lifetime of our agreement on an advanced parts replacement basis – in the event of failure we will ship a replacement phone of similar or higher specification with 24 hours.
Routers and Switches can also be provided dependent on the network architecture of the customer. We only supply and manage Cisco network infrastructure, and only Cisco 7900, 8900 and 9900 hardware IP phones are supported running the SCCP protocol.
Handsets
Model Integral
Switch Line Keys Speaker Headset Port PoE
SPA301 - 1 No No No PoE Support
SPA303 10/100 3-Lighted Yes Yes No PoE Support
SPA501G 10/100 8-Lighted Yes Yes Class 2
SPA502G 10/100 0 Yes Yes Class 2
SPA504G 10/100 4-Lighted Yes Yes Class 2
SPA508G 10/100 8-Lighted Yes Yes Class 2
SPA509G 10/100 12-Lighted Yes Yes Class 2
SPA512G 10/100/1000 0 Yes Yes Class 2
SPA514G 10/100/1000 4-Lighted Yes Yes Class 2
SPA525G2 10/100 5-Lighted Yes Yes Class 2
Network Resilience and Redundancy
The EMIS network is built on highly resilient and secure architecture, integrating best in class infrastructure to build a market-leading solution. Each component and system within the network, including soft-switches, gateways and peripherals, are fully redundant at all levels of hardware and software. We run three sites to cover disaster scenarios. This ensures a level of availability equivalent to traditional core PSTN networks, much higher than typically found in enterprise grade equipment. It also offers additional business continuity in event of disruption to your site as through our web based tools it is simple to divert calls in a matter of minutes.
As part of the Hosted IP Telephony service, EMIS offers support for its Resellers and customers via a dedicated Customer Service Desk.
The Customer Service Desk is available to handle both general enquiries and service-affecting queries.
Support
1. EXPERT SUPPORT
We have a team of dedicated Customer Service and Technical Support professionals who provide timely and accurate support via phone and email during extended business hours Monday to Friday, 08:00 to 18:00 hrs.
2. CONTACT DETAILS
The first interface for support is via our Customer Service Desk.
Tel: Email:
When an immediate response is not required, please contact EMIS via email or phone. For urgent issues, although it may be efficient to forward information via email, we advise that you also phone us.
3. REQUESTED INFORMATION
When contacting our Service Desk with regards to a fault, please ensure that you provide all of the following information:
Company name, contact name, phone number and email address Complete description of the issue
The case number (if this is a follow-up to a previously reported issue)
Problem severity
4. CASE NUMBER
All customer queries are recorded in our electronic call tracking system and allocated a unique case number. Please make a note of the case number(s) to facilitate subsequent contact with EMIS regarding the issue. Since all activities associated with a case are recorded, any of our Customer Service Desk representatives and Technical Support engineers has instant access to all the relevant case, enabling any member of our team to assist you whenever required.
5. PROBLEM SEVERITY
The table below outlines different severity levels that we employ for service-affecting outages. Please remember to inform us of the severity level of a case when you contact us.
Severity Description 1st Response
Time*
Maximum
Follow Up Time*
Critical An entire phone system is inoperable or not functioning. Maximum of 30 minutes Hourly (unless otherwise agreed) High The system has reduced
functionality and the problem is causing
significant impact to a live business implementation. Maximum of 30 minutes Every 3 hours (unless otherwise agreed) Standard The system is working but
in an impaired fashion and is not causing significant business impact.
Maximum of 1 hour
Every 24 hours;
Low Applies only to peripheral components which are not part of the main business service (e.g. soft phone)
Maximum of 24 hours
n/a
"1st Response Time" is the maximum amount of time before EMIS contacts you with an initial response.
6. FIX TIMES
Target resolution times for service-affecting core platform faults (incorporating the core platform, core network interconnects, and management systems) are shown in the table below.
Severity Description Target Time to
Fix Critical An entire phone system is inoperable or
not functioning.
4 hours High The system has reduced functionality and
the problem is causing significant impact to a live business implementation.
24 hours
Standard The system is working but in an impaired fashion and is not causing significant business impact.
5 working days
Low Refers to particular peripheral
components which are not part of the main business service (e.g. softphone)
n/a
For non-core platform issues, including faults related to the DSL service, LAN/WAN networks, and network hardware, no target fix time can be provided.
7. SUPPORT CONDITIONS
Prior to installation, we will specify the network design requirements or the Reseller will provide in writing the network design requirements using best industry design practices, to optimise the quality of the voice service. Any variation by the customer from the specified design during installation or subsequent operation will require new network design requirements to be specified by us or the Reseller and any additional charges to meet the new network design requirements will be borne by the customer. Failure to produce new network design requirements or the customer to bear the associated new network requirements costs may void any support agreements, and in such cases we may decline to provide support until such time as the network is compliant with our requirements.
Other support Terms and Conditions will be as specified in the customer’s contract.
8. ON-SITE SUPPORT
specify that other infrastructure suppliers are available on-site during the specified time.
9. PLANNED OUTAGES
We may periodically carry out a Planned Outage of the service in order to maintain the integrity of the service, or to upgrade to an improved feature set. These outages will occur outside of extended business hours. In the case of application of a change in functionality or behaviour of the service, we will provide advanced notification to a nominated contact.
10. ESCALATION PROCEDURE
The Support Desk will respond to the initial request and will attempt to identify, analyse, and resolve the issue.
In instances where an issue cannot be resolved by the Service Desk, we will use internal escalation methods to raise the fault to our Network Operations Team, and subsequently to our Platform Engineering Team, depending on the issue and severity. However, any internal escalations will be managed by the Customer Service Desk, making the Service Desk the single interface between us and the customer. 11. PARTNER ESCALATION PROCEDURE
Whilst we are confident that our partners will be happy with our support services, we have developed an escalation procedure to provide customers with a route for escalating any issues that they feel are warranted.
The escalation procedure is as follows:
1) If you are not satisfied with the response you receive or the length of time an issue is taking to resolve the query, please inform the Customer Service Desk.
2) If this does not result in you receiving a satisfactory conclusion to your case, please escalate your case to your account Manager. Tel:
Email:
3) If you remain unsatisfied with the response provided by the team, you can escalate your case to our Director of Operations.
