© 2009 Windstream Communications, Inc.
Hosted VoIP and Data Bundle
Product Overview, Sales Process
and Systems Demo
Kelley McCasland Product Marketing Laurie Lind Senior Trainer
Broadsoft Platform
Table of Contents
• What is Hosted VoIP and Data Bundle?
• Why would a Customer want Hosted VoIP and Data Bundle? • Product Information
• Support Information
• Demo Proposal & Configuration • What is Next
Hosted VoIP and Data Bundle
Hosted VoIP and Data Bundle is a complex product that requires your Sales Engineer to be involved on EVERY opportunity. We are replacing the PBX functions and offering it through Windstream‘s private IP core network.
We have to know every little detail from how they want a button programmed to how they want their calls routed (i.e. Hunt groups), which is very different from the
traditional VoIP product.
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Hosted VoIP and Data
Bundle Solution
Account Executive Sales Engineer CustomerHosted VoIP and Data Bundle
The Broadsoft based Hosted VoIP and Data Bundle has two product offerings:
• We can provide an advanced business IP phone system, high speed internet and voice services - all via Windstream‘s secure, private IP network.
• The Customer can provide their own bandwidth (BYOB) and Windstream will provide the same advanced IP Phone system and voice services.
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Why Hosted VoIP and Data Bundle?
Hosted offers many advantages for SMBs. They include:
• Dedicated Internet Access – Symmetric upload and download speeds for your Internet access
• No Up Front Capital Costs –There is no IP PBX to purchase. Windstream provides the phones and routing equipment at the Customer premise.
• Predictable Operating Expense – Monthly voice and data charges are calculated on a per telephone basis. If you add people, you will know exactly how your costs will increase.
• No Maintenance Expenses – Because Windstream owns the equipment, they are responsible of all the costs associated with equipment and software upgrades. • Ease of Management – Windstream is responsible for managing the equipment.
Routine changes like adding a new person to the system or changing an extension number are done by the Customer using a simple web interface.
• No Obsolescence – Windstream hosting the system will routinely upgrade the service so that new enhancements are delivered on an ongoing basis at little or
Product Information
Hosted VoIP and Data Bundle is made up of 5 key elements Bandwidth
• We can support on the same transport types and bandwidths supported on VoIP and Data Bundle (formerly VoxIP) – i.e. Bonded Ts, EtherLoop, MetroE, etc. or the Customer can provide their own bandwidth (BYOB).
Seats
• This is a telephone number assigned to a phone and built in the Broadsoft web portal as a ―user.‖ A seat includes the root software license assigned to a line and includes some calling features.
Feature Package
• Two Packages Available: Basic or Enhanced Feature Bundle
Auto Attendant
• Allows callers to be automatically transferred to an extension without the intervention of an operator.
IP Phones
• Windstream owns and manages all equipment – we do not currently allow Customers to provide their own.
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Windstream Provided Bandwidth:
•Windstream currently provides 1.5 Mbps up to 100 Mbps.
•Windstream transport options include T1, MetroE, EtherLoop, DS3 & Carrier Ethernet •Windstream Internet is symmetrical, dedicated, guaranteed bandwidth.
BYOB or Customer Provided Bandwidth:
•Windstream does not provide the last mile circuit/bandwidth.
•Windstream does not permit BYOB to be sold with T1 Bundle (FLEXLinx), BizPac or at a location that has Hosted with a WIN-provided circuit.
•Windstream currently limits availability of BYOB to In Footprint VoIP & Data Bundle (VoxIP)/Sonus Network.
•Windstream currently working to expand BYOB availability. (ETA to provided ASAP.)
Windstream or Customer Provided Bandwidth:
• Phones are not nomadic or mobile.
• Phones are to remain at the service location.
Delivery Options
What is Supported?
• Hosted – On-net – we provide bandwidth, data, voice, features, etc. Just like we do with VoIP and Data Bundle (formerly VoxIP). Voice receives priority treatment and backed by our standard SLA. Windstream provided Linksys/ Cisco 24 port POE switch.
o Currently supporting up to 50 handsets – higher would need to be reviewed by the Product Manager, but unlikely we can support at this time
• Hosted – BYOB - delivered over Customer provided bandwidth. Best effort, no SLA. Minimum bandwidth requirements, IAD/router not provided by Windstream
o Customer must be located within a rate center where Windstream provides local services
o Minimum MRC of $100 for single locations
Hosted Seat / Set / Line
• Seat - This is a telephone number assigned to a phone and built in the Broadsoft web portal as a ―user.‖ A seat includes the root software license assigned to a line and includes some calling features. Virtual numbers do not require a seat(i.e. Alternate, Anywhere, IGC, RCF, Auto Attendant, Voice Portal, Hunt Group Pilot).
• Set - physical phone that appears on the end users desk. By default, each set is assigned at least one seat to establish connectivity to the Broadsoft Feature Server (BSFS.)
• Line – ‗line‘ appearance that is assigned to a button on the phone. Each set will have at least one line appearance but could be up to 6 on a single phone—depending on the phone model.
Feature Management Tools
Broadsoft based Hosted VoIP and Data Bundle has several ways a Customer can manage their voice features.
• Voice Portal – the Customer can dial into their portal to listen to voicemails; record their greeting and menu options for Auto Attendant; and gives the Customer remote access to call forwarding.
• Toolbar – Customers will be able access and manage their state of the art
features through a toolbar in Outlook, Mozilla FireFox or Internet Explorer. They will need to download the Toolbar from our ―I‘m a Customer‖ website.
• Web Portal – allows the Customer to activate and manage User and Group level features from the internet. Including making changes to their Auto Attendant menu options and Business/After Hours schedules.
© 2009 Windstream Communications, Inc.
Hosted VoIP and Data Bundle
Features
Included Features
12 The Seat comes with features including standard voice mail. You do not have to
add a feature package to get any of the features listed below.
Note: BYOB is $25 per seat and V2E does NOT have to be added
to the proposal. It automatically comes with VM
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Additional Feature Package
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Basic Feature Bundle
Auto Attendant
Flexible Routing Options
Dial to reach groups/queues, dial by name, dial by extension, escape to Operator, after hours routing, and holiday routing.
Professional Greeting for Small Companies
Even the smallest company, or a "virtual" company with no physical office, can present a professional, "big company" image to callers, routing calls to employees that are geographically distributed, or to remote employees without fixed line phones.
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Main AA (864-232-5896)
Press 1, for Repair (864-232-0007) (sub 1) Press 2, for Customer Care (864-232-0008) (sub 2) Press 3, for Sales
(864-232-0009) (sub 3)
Sub 1 AA Repair (864-232-0007)
Press 1, for Voice Repair Press 2, for Data or Internet issues
Sub 2 AA Customer Care (864-232-0008)
Press 1, for Billing Press 2, for Account Changes Press 3, for Order
Status
Sub 3 AA Sales (864-232-0009)
Press 1, for Voice Services Press 2, for Data
Hunt Group Options
Broadsoft offers two types of Hunting:• Series Completion – Which we refer to as regular hunting. Series Completion is assigned as a feature to a Seat during order configuration including the ―pilot‖ of the hunt group. Telephone numbers roll over on a ―busy‖ condition. Series
Completion only has the option for a sequential hunt group, circular hunting is available with advanced hunting.
• Hunt Group – Which we refer to as advanced hunting. The ―pilot‖ number is a virtual number and cannot be assigned to user as a Seat or any other service. Hunt Group also gives ―no answer‖ settings that allow you to specify the number of rings before moving on to the next agent as well as forward to an external
number if the call is not answered by a user in the Hunt Group. Hunt Group offers Customers 5 hunting options:
o Circular – Round robin hunting o Regular – Sequential hunting
o Simultaneous – All lines ring at the same time
o Uniform – The incoming call is directed to the user that has been idle the most amount of time.
o Weighted Call Distribution- Incoming calls are assigned more often to users with a higher weight than those of lower weight.
Hosted Features
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•
Alternate numbers – Up to 10 numbers assigned to ring to a Seat, like an RCF orDistinctive Ring number. Included in the Enhanced feature package but Alternate numbers need to be assigned at order configuration.
• Busy Lamp Field – Available on phone models 550 and 650, allows line status monitoring either idle or active. This feature is limited to the number of available lines on the phone. Recommended using 650 with Expansion module.
• Call Park/Call PickUp –Anyone in the group can use this feature to place a call on hold and allow any user within the group to pick up the call. Calls are ―parked‖ on an extension then ―picked up‖ from that extension.
18 • Instant Group Call - Conference feature for internal use, call the IGC number and
the IGC in turn calls the members of the group. An IGC number must be assigned and the group members assigned during order configuration.
• Push to Talk -Users with at least one-way speaker phones can use this feature to dial a co-worker and speak to them over the speakerphone.
• Shared Call Appearance - Lines physically assigned to a phone have an appearance on another phone. Call comes in to the primary line on phone 1, Phone 2 has Phone 1‘s primary line set up as a Shared Line Appearance. Both phones will ring; whoever picks the call up first will be connected.
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Hosted Features
• Anywhere – A feature available on the Toolbar. Allows users to use one number for all incoming and outgoing calls, regardless of phone used. (i.e., home or cell) Anywhere number must be added at time of order configuration.
• Voice Portal number – This number is required if the Customer requests voice mail or Auto Attendant. It allows users to access their voice mail service, record Auto Attendant greetings and menu options. It also gives the Customer remote access to their call forwarding features. Only one number is assigned per account, everyone uses the same Voice Portal number but each user is assigned their own passcode.
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Hosted Features
Types of Shared Line Appearances
• Shared Call Appearance (SCA) is when a number physically assigned to one phone has an appearance on another phone.
• Multi Line Key Appearance is when the number physically assigned to a phone is repeated on other lines on that same phone. This must be filled out on the SCO form formerly the SEQ form.
Phone A Phone B Phone C Phone D PTN 1 PTN 2 PTN 3 PTN 4
PTN 1 PTN 2 PTN 3 PTN 4
Phone A Phone B Phone C Phone D PTN 1 PTN 2 PTN 3 PTN 4
© 2009 Windstream Communications, Inc.
Hosted VoIP and Data Bundle
Phones and Configurations
Cisco SPA IP Phones
IP Phones
Polycom 331 (entry level) - $5 MRC
Two lines – support of shared line presence
Polycom 550 (Staff) - $10 MRC
Four lines
Backlit 320 x 160-pixel graphical grayscale LCD
Shared call/bridged line appearance
Busy lamp field (BLF)
Presence, buddy lists XHTML micro-browser for Web applications
Polycom 650 (executive) - $15 MRC
Six lines (standalone) / 20 lines with Expansion Module(s)
Shared call / bridged line appearance
Busy lamp field (BLF)
Polycom 650 Expansion Module (Receptionist) - $5 MRC
Offers 14 add’l lines
Connect up to 3 expansion models on one Polycom 650
Polycom 6000 - Conference Room Phone - $20 MRC
Multiple Locations
• With Windstream Hosted VoIP and Data Bundle, Customers can use x-digit dialing, Auto Attendant routing, Feature Administration across multiple locations, etc. without the need to purchase a service like VPN.
• If the Customer wants to share data, applications, video, etc across multiple locations they will need to purchase VPN or Virtual LAN.
Configuration Options
• How does the Customer handle/want to handle inbound calls o Squared key system
o Centralized attendant w/DIDs o Hybrid key system
o Auto attendant
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Hosted: Customer Configuration
• The key to qualifying and proposing a Customer for Hosted is to accurately calculate the number of seat licenses required.
• The licensing structure of the Broadsoft based Hosted product is based on our approach to device management. We do not track devices (phones) based MAC addresses. For the Broadsoft based Hosted, we track them based on username and password-- with the username being the primary telephone number (PTN) of the device.
• Every phone is assigned a PTN that is independent of any other lines that might appear on the phone. The PTN serves as an identifier for that phone and allows it to be dialed internally as an extension (last 4 digits of PTN) or externally as a DID. For example, a 4 phone Customer would have 4 licenses to establish the PTN for each phone:
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Phone A Phone B Phone C Phone D
Once the PTN has been established for each phone, we can now begin to add any additional lines to the phones that might be needed.
It is expected that the majority of the solutions will fit into 1 of the following scenarios or a hybrid of the three.
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Hosted: Customer Configuration
Phone A Phone B Phone C Phone D
Hosted: Customer Configuration
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Scenario 1:
In the following example, the 4 phone Customer has a receptionist (Phone
A) that also answers the inbound 3 member hunt group and transfers calls.
The total seat count for this example is 7. Four PTNs and 3 Secondary telephone numbers (STN).
Phone A Phone B Phone C Phone D PTN 1
PTN 2 PTN 3 PTN 4
STN 2
STN 3
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Scenario 2:
In the following example, the 4 phone Customer is set up as a squared key system where all 3 lines of their inbound hunt group appear on each phone. This will require Share Call Appearance(SCA). Any line that appears on multiple phones must have the Enhanced Feature Bundle applied.
The total seat count for this example is still 7. Four PTNs and 3 STN‘s. Although the secondary numbers appear on multiple phones, it is not necessary to license them multiple times.
Hosted: Customer Configuration
Phone A Phone B Phone C Phone D PTN 1
PTN 2 PTN 3 PTN 4
STN 2 SCA (STN 2) SCA (STN 2) SCA (STN 2) STN 3 SCA (STN 3) SCA (STN 3) SCA (STN 3) STN 4 SCA (STN 4) SCA (STN 4) SCA (STN 4)
Hosted: Customer Configuration
Scenario 3:
In the following example, the 4 phone Customer is set up with an auto attendant that answers all calls to the main number and callers follow prompts to reach the desired party.
Although the Auto Attendant answers the calls on the main number, callers can dial the PTN (DID) to reach their party.
The total seat count for this example is 4. Four PTNs and Auto Attendant.
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*
Note, multi line key appearances do not require a licenseAuto Attendant
Phone A Phone B Phone C Phone D PTN 1 PTN 2 PTN 3 PTN 4 PTN 1* PTN 2* PTN 3* PTN 4*
Customer Expectations
• Customer Training – Project Coordinator will provide the Customer with
documentation that will walk the Customer through how to set up and use their services. Plus direct them to the interactive phone tutorial. It is imperative that the Customer identify an individual(s) to care for training at each location.
• Installation Interval – standard 30 – 45 days from signature. NO expedites – NO exceptions.
• Windstream owns and manages all equipment.
• We currently offer Polycom equipment – no other manufacturers at this time.
We are in the process of updating the CBT to add Windstream look and feel, as well as, update product info
.
Customer LAN Requirements
The overall performance of the Hosted PBX services can be affected by conditions present on the Customer‘s local area network (LAN).
It is imperative that the Customer‘s LAN meets the minimum requirements that are outlined on the next slide. Windstream does not assume responsibility for any service and/or quality related issues that are caused by a failure to meet these requirements.
Customer LAN Requirements –
Continued
• Must meet 100BASE-TX standards
o (e.g.) Cabling must be copper, and must be category 5 or better • All cables must be properly terminated to RJ-45 connectors
o Cables must run directly from the receiving Ethernet jack to the switch/telephony closet without splices and without passing through another hub, switch, or
repeater
• Ethernet wiring must be separated from sources of EMI (electromagnetic interference).
o (e.g.) It should not run parallel to electrical wiring, should not cross florescent light fixtures or air conditioning units
• All cables must have both endpoints identified and labeled
o (e.g.) Ethernet jacks must be labeled and have a corresponding label on the cable or patch panel in the switch room/telephony closet
• All cabling must be indoors or properly shielded in a conduit • No Ethernet cable should be longer than 100 meters
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Pre-Sales Process
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Pre-Sales Process
Sales Qualification Checklist
As depicted in the previous page, after entering a potential
Customer into SAT, the next step is to complete the Sales
Qualification Checklist.
Click
here
to view the Sales Qualification Checklist.
This Checklist is used to determine if this product is a ―good
fit‖ for the Customer and to record details about the
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Pre-Sales Process
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