Medusabusiness MVP HOSTED MVP3 VOICE. Services Handbook
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1 Medusabusiness MVP HOSTED MVP3 VOICE Services Handbook MARCH 2018
2 Medusabusiness MVP VOICE SERVICES We are pleased to present our range of hosted voice services called MVP3. Our services are suitable for customers and businesses with staff whether mobile, small businesses, specialist or branch office. CORPORATE PRESENTATION You need to handle calls smartly to give confidence to your callers, or you need services that operate in the name of the company - not just a group of individuals. Multiple offices? No problem. TRAVELLING? HOME WORKER? VIRTUAL OFFICE? There are a wide range of facilities just for you. Make your mobile or any phone work as your handset. Look at soft-phone options for your laptop or Smartphone. You can even take an extra handset home or on your travels. INTEGRATED VOICE WITH APPLICAT IONS Perhaps you like to call direct from Outlook contacts, or you like to screen your received calls by name? Do you want a soft-phone on your laptop alongside your handset, or corporate grade video calling? Do you have call centre style operations, or at least want to handle your calls efficiently and traceably? COMPLIANCE / REGULATED BUSINES S ACTIVITIES If your business activity is regulated, e.g. you operate in financial services, then you need call recording and other services to keep you compliant. Please explain your requirements and we ll be happy to advise. If you spend time out of the office, then functions like Simultaneous Ring are useful to link your mobile. WHAT YOU NEED, WHEN YOU NEED IT. What is MVP3 Voice? This service is a hosted VoIP solution. Our onsite-management ensures call quality, while users get the benefit of universal service even abroad. No equipment except handsets and a network connection is required. Design your voice service and just buy what you need for how long you need; monthly contracts for individual services. If you have special requirements, then we have hundreds of services ready to go. We also have specialist advisors who can customise a service for your need.
3 WHAT S INVOLVED? At its simplest, you need a handset and an individual subscription. Our subscription includes 200 PBX style services see the summary service list at the end or request the definitive list. It includes voic , which can also be delivered by . RESILIENCE In the event of an emergency or disaster, we can automatically re-route calls to ensure business continuity. SCALABILITY AND FLEXIBILITY Add new users and services to suit your changing business requirements. Drop these when no longer needed. ADMINISTRATION Our Business and User Portals allows administrator or user to control both the system features, applications and view records.. MOBILITY Use anywhere, take service home with you, or add remote offices. Handsets can work anywhere, or use a softclient or App. Receive calls on multiple devices. USER SERVICES INCLUDED: DDI number User Portal to manage individual service like message, voic , redirections. Extended services like Simultaneous ring and Remote use (takeover 3 rd party handset for incoming calls). Handset service control from number pad codes Voic Call control Toolbar (for Outlook, IE, Firefox only) Mobile App UC Business includes audio and video) which allow phones & tablets to extend the service to personal devices Integrations (Go Integrator Lite) allows a wide range of interactions between applications and the phone service. Skype for Business plugin. SAMPLE BUSINESS OR GROUP SERVICES Call-forward, conferencing Hunt groups, with features such as call distribution, group DDI (ie a business number), group voic . 4 digit in-business extensions for simple transfer Auto-Attendant or call distribution with welcome message Call centre queuing and analysis Call centre analytics Allocate single virtual numbers to flexible workers and remote employees so they appear as if they are sitting in the office. NO UPFRONT COSTS Per user (seat) pricing and a simple price list ensures users are in control, delivering a clear return on expenditure. 3
4 Medusabusiness MVP EXTENDED FUNCTIONALITY NUMBERS You can order DDI (direct dial) numbers, as well as a general number for receiving calls on all phones (requires hunt group). Special numbers are available as well see the table. Number Type Geographic UK Non-geographic UK International DDI Golden Numbers Number Port Service Description A number from the UK range E.g. 03xx range Publish a number from another country (as available) Special memorable numbers Charge to move a block of DDI numbers SKYPE FOR BUSINESS INTEGRATION If you are a Lync or Skype-for-Business user there is a softclient plugin. This means you can initiate conferences where people participate using skype or calls. CTI/CRM OR OUTLOOK INTEGRATION Integrate PC s, phones and many leading CRM applications for enhanced customer contact management. These provide integration with Outlook and other desktop applications so that you can call from the screen, recognise who is calling, and manage your remote office settings. The Toolbar is included and provides a point and click facility for making calls off the screen. An integration for heavy users is Go Integrator. There are two versions, one free (Lite) and one that works with major CRMs and databases. See here CALL RECORDING Our call recording is available as a monthly standard charge per user. The service is legally compliant for PCI operation, and a simple handset code or screen click can start or stop recording. Please ask for the manual if this is of interest. PRESENCE See the call status of telephone users in real-time. Determine whether staff are on the phone or available. Staff can set their status to DND, available, out of the office or in a meeting. MOBILITY You can take and make calls from your mobile phone over data links. Likewise, your Windows 8/10 or MAC can use a Softclient or App to make calls from the desktop. This also includes private video links. GROUP SERVICES If you work in a company, then look at a group service to route your calls across users. Some of the tools include presence tracking so you can see who is where and who is answering a call. There are two primary methods of grouping subscribers Hunt Groups and Call Groups. Hunt groups can have a unique DDI number and members of the group can be set to ring sequentially, together, or by some distribution algorithm. Call Groups can divert inbound calls based on rules, some of which can be changed by the subscriber. CALL CENTRE ENHANCEMENTS There are several enhancements that create call centre environments without major investment, and available on a monthly subscriber basis. However small call centres usually get by on standard Hunt Group and Call Selective functions. Call Queuing means that excess calls will be held with a message rather than going to voic . Agents can park calls and return to them when ready. Management tools such as Barge-in, and full analytics options are also available.
5 Medusabusiness MVP BUSINESS MANAGEMENT CALL RATES Our call rates are optimised for smaller businesses. In some locations, there may also be an option for a 5000-minute bundle of UK National and mobile calls per subscriber. Please ask for a dial-plan to check the current per minute rates. We can supply call data records (CDRs) each month on request or these can be downloaded from the portal. CALL RECORDS For individual users, these are available in the portal or the soft clients. For the business as a whole, the Admin function on the portal gives access to call records. EXPLANATION OF SERVICES More explanations are available, along with the meaning of common terms, in the document UserServicesDescription, or ask for the relevant manual for a specific function. BUSINESS MANAGEMENT PORTAL One user in each business or company can administer everyone else. This is the Admin user, and they do his through an extended portal. The User portal is the same, but users only see their own service.
6 HANDSETS Every user needs a handset, unless they have just a soft client on a PC. Our standard handset is the Polycom VVX411, but let us know if you have special requirements (e.g. receptionist console, conference or spider phone), or need headsets. Usually handsets are supplied on a monthly subscription but please ask. POLYCOM HANDSETS The Polycom VVX411 is our standard phone. It features a full-duplex speakerphone with Polycoms legendary Acoustic Clarity Technology that enables clear, noisefree and echo-free conversations that are as natural as being there. We also offer the smaller VVX301 and the premium VVX601* Polycom phones delivers, through an intuitive user interface, a full feature set encompassing both traditional business telephony features such as call hold, park, pick-up, transfer, and three-way local conferencing, and more advanced capabilities such as shared call/bridged line appearance, support of XHTML applications, and distinctive call treatment. YEALINK Yealink offer a wide range of handsets with a distinctive appearance. Our supported range includes T42, T46 and T48* Also included are the DECT or cordless handsets for staff who move around the building The W52H supports up to 4 users from a base station, just add more handsets of type WP52P for each user. CONFERENCE PHONES If you have a meeting room, don t struggle with a conventional handset. We offer the Polycom Spider phones of type IP5000 for a 2.5 meter reach, and the IP7000 for much larger meeting spaces. 6
7 MOBILE APPS AND DESKTOP SOFTCLIENTS You can receive and make your calls from more than just a handset. MOBILES & TABLETS Each subscription has free access to a mobile phone APP that is extremely powerful. It can tell you who s on calls, link to address books, and give you full call control. SOFTCLIENTS These run on Windows PCs and Apple Macs to provide calls through headsets and a range of additional functionality. Office UC Business (centre) is included in the base subscription. Office UC Desktop Office UC Business (included) Office UC Team Desktop Client (PC & MAC) Y limited Y Skype for Business Plugin (Windows) Y limited Y Voice Calling Y Y Y Video Calling Y Y Y Call Centre Agent Login * Y Y Y Outlook Calendar/Contacts Y Y Y Instant Messaging N Y Y Smartphone Client N Y Y Presence N Y Y Conference Call (10 x People) N N Y Desktop Sharing N N Y 7
8 USER SERVICES The features listed below are available to all subscribers: User Services Alternate Numbers Anonymous Call Rejection Advanced Hunt Groups Automatic Callback Automatic Hold/Retrieve Call Barge-in Exempt Basic Call Logs BroadWorks Assistant - Enterprise Call Director Time/Holiday Schedules Mobile Applications Call Forwarding Video Conferencing Instant Message and Presence Call Notify Call Return Auto Attendants Call Waiting Calling Line ID Delivery Blocking Client Call Control CommPilot Express Call Pick Up Barge-In Do Not Disturb External Calling Line ID Delivery Flash Call Hold Hot Desking Busy Lamp Field User Intercept Internal Calling Line ID Delivery Last Number Redial Phone Services Distinctive and Priority Ringing Push To Talk Remote Office Selective Call Acceptance Selective Call Rejection Sequential Ring Shared Call Appearance 5 Simultaneous Ring Speed Call 100 Speed Call 8 Voic Flash Three-Way Call Office UC for Smart Phone - Video Office UC for Tablet - Video 8
9 ORDERING It is quick and simple to order service if you can answer these questions. FOR EACH USER User name and address (to send login details) Handset model, if any If Handset, is it powered by network (PoE) or do you need a power block? Soft-client Enhanced option: o UC Desktop, o UC Team, o Go Integrator full, o Fax-to- DDI to use if known Call recording option FOR BUSINESS AS A WHOLE Are you porting numbers? Who is the admin from above (of any) Do you need a block of new numbers or special numbers? Call queuing and call-centre needed (usually not) Your emergency contact if not the workspace. The rest will be handled by us. Medusabusiness 2017 (Phoenix Broadband Ltd) Issue 5: March
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