Magnetic North. BT & Magnetic North Frequently Asked Questions

Transcription

1 Magnetic North BT & Magnetic North Frequently Asked Questions Version 4 May 2014

2 Table of Contents BT & Magnetic North... 1 Bandwidth... 1 Billing... 2 Connectivity... 2 Cloud Voice (Hosted PBX) Features... 4 Customers... 5 Implementation... 6 Lync Integration... 6 Maximise Features... 7 Mobile Comms Optimise Features (Call Recording) Phones Platform Porting Pricing Reporting Resilience Security Support BT & Magnetic North 1. For any opportunities, can we obtain assistance from Magnetic North for pricing and technical support? Of course we are here to help. Connect with: Kris Graham on kris.graham@magneticnorth.com or Jon Flack on jon.flack@magneticnorth.com for Sales Support and we can access the teams here for RFP response, Tech Pre-sales etc. Also reach sales on Bandwidth 2. How does the platform control voice bandwidth on a per location basis? The tenant regardless of location. The endpoint number of concurrent calls allowed for each device - this is both at a Call Limit level and also a busy limit level. On the new version of the Genband S3 SBC we now support both Bandwidth Call Admission Control and also per flow Bandwidth Call Admission Control (CAC). 1

3 Billing 3. Does the billing start on the date we receive the PO from BT or when the customer goes live? It starts from when the client is ready for service. Connectivity 4. With regards to the Private DSL as an access option, is this your own provided access or is this the BT connect WAN services i.e. IP Connect premium/plus/standard DSL? This is a MN Service that we provide today, but we are working with BT Wholesale to migrate to their services if they can achieve the 50ms latency guarantee. BT Connect is another option of course, but seems to come out a bit more expensive, though if the customer already has a BT WAN estate then obviously it may make more sense. 5. If connectivity over the internet is absolutely necessary then what considerations have to be made? Ensure that you have prioritisation of VOIP where using the internet for connectivity rather than EBSA etc. 6. In terms of the links and connectivity for Cloud Voice (hosted PBX) - how are voice and data routed? Where we implement a direct link into the site both voice and data can be routed over the connection. Where we implement an EBSA line - we recommend that only voice is routed over the EBSA line and data traffic is routed a different way 7. Do internal calls use bandwidth on the EBSA line? by default but they can be configured to not relay 8. Will SIP Gateway, SIP Trunks and BT HPBX all work alongside an existing TDM Phone System? All the MN HPBX functionality such as hunt groups, dual ringing, IVR, Conference bridges will work fine. 9. What are the postcodes of your datacentres? TelecityGroup UK Limited, 8th Floor, 6 & 7 Harbour Exchange Square, London, E14 9GE / Park Royal, Unit 1, the Matrix, 900 Coronation Road, Park Royal, London, NW10 7PH / Leicester LE19 1TP 10. Do we provide in-country SIP Trunks into the following locations? Belgium/Germany/Netherlands 2

4 11. How many concurrent calls is the link capable of carrying? The link allows up to 32 concurrent calls along the single link. If more is required then additional links can be purchased. 12. What do we need in terms of connectivity? Ideally EBSA 13. Is EBSA available and viable for X location? If we have a PSTN number or full address we can do a speed check and confirm. 14. How much data usage is typical if an iphone is the primary SIP handset? 40 KBPS upstream 15. Is there a preferred LAN switch? There is no preference for a particular vendor but is should be 10/100Mb Ethernet, QoS and PoE capable at minimum. From BT this is usually Cisco or HP devices. 16. Could you let us know how you are positioned in terms of IPV6? Our networks are IPV6 capable but not currently IPv6 enabled. All of our peering networks to third parties is IPv4 at present and at this stage we have no real driver to go to IPV6 but as those networks evolve over the next months and start to support IPv6, we will also enable our network for IPV6. We have spoken to the Networks and R&D teams here and the readiness for the switchover is considered and measured but not yet, for obvious reasons, imminent. Should the drivers for enablement expedite we are ready to switchover and the process in whole is expected to take 3 months. 17. Is there a minimum term on the EBSA? - 12 months 18. If a customer has MPLS and decent internet bandwidth can MN use the MPLS as the primary default onto their network then failover to the customer s internet connectivity at HQ if they only have a single MPLS link onto the Magnetic North platform? I.e. can we use MPLS to deliver the service primarily with internet back up? 19. When a customer is connecting to the MN platform via SIP Trunk/Chs delivered over the internet (BTNet) to a SIP Gateway and then to a legacy switch, what voic and call recording functionality does the customer receive? If we are just providing SIP trunks and they keep their PBX then the customer will not get any BT HPBX functionality. Call recording is still available via SIP trunks as we capture call recordings in our network. 3

5 Cloud Voice (Hosted PBX) Features 20. Can we order Hosted PBX without call recording? All hosted PBX customers have call recording as standard and it is enabled by default. Customers can turn off themselves if they wish to. 21. In terms of integrating with a customer s desktop directory such as LDAP/active directory, will updates be a manual or automatic feed? The queries from the handsets are live against the customers own LDAP source so it's live and real-time. 22. Do normal HPBX users have to log into the phone to make and receive phone calls or is that only for Maximise users? Users can log in and out of the phones for extension mobility type functionality. They don't need to log in to HPBX (unless they want twinning) 23. Is video on softphone multi party VC or point to point only? P2P is included in core service for BT, multi-party is possible but is not currently in the BT product. 24. HD Voice - Do you have any plans to support HD Voice such as the G.722 codec? The SBC's do support G722 and the PBX does as well - that being said we have never had a problem with G729 or G711 and don't know if any customers actually use this codec. We don't enable it currently as standard. 25. Whisper - Is this a standard offering on Hosted PBX, or does it require Contact centre licences? Whisper is available in HPBX/Cloud Voice. 26. Can we have different ring tones for internal and external calls? we can do internal / external ring tone and customise the internal ringtone too. 27. Is analogue support possible on the platform? No SIP and fax don't work together. 28. Can the desk phones be used as hot desks so that users can route calls here when in the office? - extension mobility is a feature setting within the PBX 29. How does the voic work with iphones? Every extension on the PBX gets their own voic box and the service includes voic to Could we link the existing Intertel system to the Magnetic North platform to provide inter-system dialling and free calls? 4

6 - If the platform is SIP enabled and we put SIP trunks into that PBX 31. Is inbound fax supported? We support fax mailboxes which are on a reasonable efforts basis - we support t38 but lots of carriers don't - outbound fax best done using e.g. e-fax.com or analogue lines. 32. Is outbound fax supported? Our outbound fax recommendation is to use the EBSA line or a PSTN DEL or use an online service such as e-fax.com to submit via and pay them directly. 33. What are the legal implications with hold music/prs licensing? The onus is on the customer to provide the appropriate music licensing - there are no licensing issues if using royalty free music. 34. Is there a facility to click to call from a desktop client/ within a CRM application, which would ring the physical desk phone? Customers can utilise the free Click to Call API to integrate with an existing CRM. Users can also 'click to call' within the PBX through the user directory. 35. If a customer is deploying MS Dynamics AX 2009 (using the dynamics CRM package not the MS crm package), can we integrate this with the application and HPBX? Maximise (our Call Centre product) has a native integration for Dynamics. 36. Does your service support a hot desking capability? Where a user can log into a generic phone and have calls route to it until they log out. We support this on the Platform, but it requires terminals that support the feature easily. 37. Can music on hold/message of the day wav files be automatically configured and a different file played depending on day of the week and time of day. This would require customisation but it is possible with a schedule within the PBX. We can also log a Product Improvement to include this in Maximise going forward. 38. Is Cloud Voice a software-only solution with no proprietary hardware required? Cloud Voice is a hosted PBX solution - on demand and PAYG. Customers 39. Could you confirm whether you have any global contact centre clients in the financial/law sectors using this where you ve had specific demands on you in relation to call recording storage requirements? we do. All our data centres are ISO27001, PCI Compliant and we are happy to host recording in specific jurisdictions for the customer where mandated by law. 5

7 Implementation 40. Do you have any best practise for transforming existing customers over to a cloud based PBX for analogue and IPT customers? we have the Success Management programme which comes with the Success Manager and many blue prints and templates for assisting the ease of the migration. 41. Is there any training included in using the Attendant Console. - full training is given 42. Is there any training included in how to define and administer the system - full training is given 43. Do set-up costs assume new handsets are sent to site and the customer install and plugs in with the SM turning up for some initial on-site training or does MN install and configure handsets? If MN provide the handsets we will plug them in to the cables provided by the customer at site and do all configuration of the phones for them over DHCP. If BT or the customer provide the phones configuration is not MN administered unless the customer buys MN PS time as priced. With high quantities we would typically train the trainer or have web training sessions and ship pre-configured phones to the site to plug in. 44. Can you provide details of the various training you offer for each service along with applicable pricing for this? Training for the services is priced and provided as part of the set-up fee and included as part of our success management provision. Special arrangements for individual or group training needs outside this provision will be rare but can be accommodated upon application. 45. Do you have a standard way of positioning the services offered to a client to aid with migrating to an existing contact centre, and associated business processes, to a new environment possibly with increased CC functionality? - the success managers run a program to migrate the contact centre seamlessly and with minimum risk and maximum speed to productivity. They stay on site for up to 2 weeks doing Campaign optimisation for inbound, blended and outbound campaigns to help get the best results from the system. Lync Integration 46. How do we integrate with Lync? We support integration to MS LYNC out of the box through SIP trunks and Presence as well as providing our own alternative to IM/Presence. 6

8 47. If a customer is using OCS or Lync what level of integration can take place and what functionality i.e. on/off hook, call control etc. do they look with MN that they would get with an on-site PBX solution. 2 main benefits of Lync integration: 1. BT provide a SIP trunk into Lync, dual ringing of extension and communicator or Lync client, when they make calls from Lync - calls will come over MN's hosted PBX and be recorded by us (BT). 2. Phone status - when the hosted PBX is off the hook, that will change the status on communicator: "on the phone". 48. How do we charge for the Lync integration when compared with a monthly rental for the MN client? We offer out of the box integration using SIP trunks - there is a set up and rental cost for this in the price book. Maximise Features 49. Does the MN platform have an IVR capability and if so how many queues and levels and is it dynamic. I.e. can IVR queues and options within queues be changed in real time? You can have as many queues and levels as you want and you can script applications and connectivity to database etc. E.g. Payment IVR 50. Are we able to check whether a number has been registered by the telephone preference service before initiating an outbound call? this feature is available in Maximise 51. Which CRM systems do we integrate with? We have out of box integration for Microsoft Dynamics, Salesforce & Netsuite. Corporate directory through web pages with click to dial, LDAP access from phones to customers own LDAP directory sources. API integration is available for any other application and we have yet to find one that cannot be accommodated 52. Do MN offer inbound IVR handling services within the blended CC model (in Maximise)?, We support a scripting language for IVR scripts - often used for Payment IVRS, Routing Decision Trees for account manager level and priority queue routing, Screen pop of data entered by caller (account number etc.) via Maximise Toolbar, check my balance/delivery etc. 53. Are you able to offer any capabilities in support of a 'Workforce Management' requirement (resource planning etc.) based on the output from CC Management Information? We are introducing WFM and Forecasting in the platform soon. This will do forecasting and planning to support both inbound, outbound and blended campaigns. 7

9 54. Do you sell a dialer solution with fully blended inbound/outbound capabilities? Maximise is a fully blended inbound/outbound platform. 55. Does your dialer perform preview, progressive and predictive dialing? Maximise performs preview, progressive and predictive dialing. 56. Do you offer contact centre infrastructure solutions with full inbound, outbound and blended capabilities? Maximise is a fully-featured contact centre platform with inbound/outbound call blending. and web-chat interaction blending are scheduled for inclusion later in Do you offer proactive customer care (automated multi-channel outbound notification)?. Maximise supports and SMS pre-call messaging, in addition to or SMSonly campaigns. Robotic agents are also available to fully automated text-to-speech or pre-recorded message campaigns. 58. Can your solution route calls based on agent skills? 59. How many outbound campaigns can be run simultaneously? Unlimited 60. What is the maximum number of sessions allowed per agent? One 61. Can agents be defined by work group and skill set? skillset with priority 62. Can your solution support champion/challenger campaigns to identify the most effective approach? there is full slice and dice of calling data and summary reporting is standard. 63. Please describe your scripting tool. Fully customizable, skinable agent scripting with database lookup and fast, dynamic conditional branching to guide agents through every aspect of every call. Scripting is delivered via the browser in conjunction with the standard agent web toolbar. 64. How many scripts can be supported for each campaign? One script per campaign, but with multiple branches of any depth. 65. Does your solution allow all files to perform a DNC certification? 8

10 66. Does your solution allow multiple DNC file checks for external and internal validation? 67. Does your solution have a process to ensure that all individual records are put through a DNC validation before being called? 68. Does your dialer comply with all UK and US-based federal, state and local telemarketing restrictions? 69. For what other countries does your dialer comply with the telemarketing (or similar) restrictions? US, UK, Ireland, Benelux, Australia and others by request. 70. Does your solution support real-time kill file/suppression? 71. What pacing methods does your solution support? Fully automated pacing by an in-house developed Artificial Intelligence algorithm. 72. Are pacing algorithms set globally, or for each campaign? The target abandon rate is set per campaign, after this all pacing is performed automatically. 73. Can your solution route calls based on call progress analysis? to agent or to automated message. 74. Does your solution have a process automation module that can be integrated with your dialer environment to enhance the process? All calls are completed with a customizable call outcome code each code can be configured for automated follow-up actions such as print, , SMS, scheduled callbacks and vcalendar invitations. 75. Does Maximise allow redundant call control elements to be distributed across multiple data centres? our hosted solution is multiply redundant both in terms of application platforms and connectivity. These options are also available to on-premise customers. 76. Can Maximise be deployed for redundancy based on either an active/passive or a load-balancing design? Maximise is based on a combination of active-active and active-standby components. 9

11 77. Does Maximise support time-division multiplexing (TDM), Internet protocol (IP) and session initiated protocol (SIP) trunking? Maximise OnDemand (hosted) is based on 100% IP and SIP delivery. Whilst we still provide support for legacy TDM on-premise customers, we are not receiving any orders for TDM systems in the last 3 years. 78. What operating systems does your solution support (Windows/Linux/other)? Maximise is supported on Windows XP and higher using Internet Explorer 7 and higher. 79. Can Maximise be deployed in a virtualized environment? 80. What is the minimum and maximum number of agents your solution supports? No minimum number of agents, however predictive dialing only becomes effective with 5 agents or more. 81. What is the maximum number of agents and trunk lines that a single system supports? Unlimited 82. What is the maximum number of calls that can be generated at one time? Unlimited 83. What is your solution s answering machine detection accuracy rate? Accurate answering machine detection depends on many factors and variables during live operation. Magnetic North s high-speed Host Media Processing Call Processing Analysis can achieve accuracy rates as high as 85% in the field. 84. Can your solution determine whether a phone number is for a land-line or mobile number? Maximise features a patent-pending Mobile Screening technology which can interrogate mobile networks to determine if the number is a valid mobile and whether it is available. 85. How many host systems can your dialer integrate with simultaneously? No effective limit. 86. Does your solution have built-in call recording and playback functionality? Via our optional Optimise call recording platform and integrated Maximise Call Results Viewer. 87. Is it compliant with the Payment Card Industry Data Security Standard (PCI-DSS)? 88. How is it PCI-DSS compliant? 10

12 Our PCI Advanced module takes PCI-DSS compliant card payments in the cloud via telephone keypad entry agent remains on the line for support but at no point are card details recorded or transmitted through to the agent. Payments can be authorized and completed via payment gateway and authorization codes passed back to the host application via XML API. 89. Does your dialer record 100% of calls? Optionally, yes. 90. Can agents trigger recording? No 91. What is the standard storage/archival capacity of your solution? Effectively unlimited as part of the hosted OnDemand platform. Customers can retain call data for as long as required and pay for storage on a peppercorn basis. 92. What form of authentication is used? Maximise uses a unique combination of username ( address) and password with enforced strength, renewal and incorrect attempts lockout configured by the administrator. 93. Are these standard definitions, or can the roles and rights be defined by the user? There are 3 standard roles in addition to the overall Global Administrator (restricted to Magnetic North or Hosted Service Provider): Agent, Supervisor and Tenant Administrator. Additional user profile templates can be customized to allow access down to individual menu items, thus allowing additional roles to be defined and assigned to end-users. 94. Does the application support data partitioning to protect one customer s data from another s?. Maximise OnDemand provides logically segregated partitions for each tenant to ISO27001 and PCI-DSS standards. Customers can request fully separate dedicated virtual machines as a cost option. 95. Does your solution offer a security audit trail and compliance reporting for all actions/changes made by supervisors or technical people?. Maximise offers a full click-by-click audit trail for every user action, available for summary or detailed analysis via a set of audit report templates. 96. At what point are calls and related data encrypted? Data is encrypted during transmission (https secured browser connections and optional IPSEC secured VPNs) and in physical hardware storage. 97. What encryption scheme do you utilise? Windows Encrypted File System. 11

13 98. Does your solution seamlessly blend the handling of inbound and outbound calls on an automated basis via business rules, without requiring supervisors to manually move agents between queues?. All blending is performed automatically based on configured service-level thresholds for inbound queues. The best-skilled, agents are automatically moved out of outbound processing and presented with clearly notified inbound calls. 99. Does your dialer support the blending of multiple channels: calls, s, SMS, faxes, etc.? Multimedia blending for and web chat are scheduled for release Autumn How does your outbound engine know when an inbound agent is busy? All agents are under the control of the Maximise call and agent management engine Can your dialer run different campaigns in different modes at the same time, i.e., have preview campaigns running at the same time as predictive campaigns?. Multiple campaigns can be executed simultaneously in any mode: preview, progressive and predictive. It is even possible for agents-in-training to work in preview mode within predictive campaigns What is the maximum number of simultaneous campaigns that your solution can run? Effectively unlimited Does your solution allow dialing results to automatically change campaign rules? Dialer pacing is managed automatically by Artificial Intelligence algorithms. However campaign targets can be established to allow execution to be chained based on list performance and penetration targets When running a predictive campaign, can an individual record can be flagged for preview mode instead of predictive mode? All abandoned calls are flagged automatically for preview mode dialing to ensure agent availability Can your solution restrict calling at the phone number field level rather than just at the account level? The Time-of-day Dialing feature allows individual numbers associated with a customer record to be dialed in different time windows Can your solution collect and use historical account data to create new campaigns? No, however exhausted calling lists can be filtered and re-processed according to call outcome results Is your dialer solution compliant with the Mobile Informational Call Act of 2011? 12

14 It is up to the campaign manager to determine whether the call constitutes a solicitation or whether written permission has been obtained. Maximise can store any number of custom data fields and filter calls based on customer-defined rules. E.g. field T2 always contains a cell-phone number, field F5 contains Y or N for consent to call Can your solution use reverse lookup sites to ensure the mobile number being dialed is listed for the intended person? In-line Teleappending is on the roadmap for delivery Winter Does your solution support time zone mapping by phone number, postal code, phone/postal code, or a combination of the three? This is supported via multi-parameter sliced and dice filtering for calling lists Can your solution capture the customer s preferred time zone and automatically update the customer record for use in future dialing campaigns?, agents can acquire timezone preference during the call and update the customer record Can your solution determine if a recently acquired phone number is new, and add new numbers to the customer record? This is not currently supported Does your solution have a list management capability? Maximise supports multiple calling lists per campaign Does your solution allow a single list to be shared across multiple dialers and have the highest priority records worked first? The concept of multiple dialers is not relevant to the Maximise model Can your solution import campaign/call lists from third-party applications? we support a number of import mechanisms ranging from manual CSV file import using the web-client to automated scheduled FTP transfers and XML-API uploads What formats are supported for imported campaign/call lists? CSV and Excel as standard What are the physical limitations on the size of imported lists? No effective upper limit What is the maximum number of calling lists supported? No effective limit 118. What is the maximum number of records per list? No effective limit 119. What is the maximum number of fields per record? 13

15 In addition to Name; Phone#1-Phone#6; ; Custom CLID; there are 300 custom data fields F1-F What is the maximum record length? 2GB Can call lists be re-sorted and filtered while a campaign is running? 121. Does your solution allow individual records to be flagged for preview mode dialing based on call disposition, while remaining in a list that is being dialed on a predictive basis? While this is not currently supported directly, it can be easily achieved by using one of the F1-F300 fields as a preview yes/no flag. The calling list can now be shared to one predictive and one preview campaign, each filtering the calling list according to the yes/no flag Can you describe how consent designation requirements can be set at either a list or record basis? This would be achieved by using the F1-F300 fields as one or more consent flags and filtering the calling list accordingly Can a phone number be added to a list while a campaign is running? 124. Can a phone number be removed from a list while a campaign is running? Can your solution add leads to a list on a near-real-time basis, within 5 minutes? 125. Can your solution build a new call list based on the call disposition status from a prior campaign? Calling lists can be redialed according to specified failure outcome status codes. New calling lists based on previous call results can be quickly created from existing calling lists Can your solution automatically create exclusions based on campaign results and/or external data imported into the system? Exclusions can be flagged by agents during the call as call outcome codes, which can be used to build exclusion lists during export. Custom DNC (Do Not Call) lists can be created and uploaded by customers. These can be associated with one or more campaigns or calling Can exclusions be set for multiple days and have an expiration date? 14

16 This logic can be implemented by creating filter and sorting criteria for calling lists Can exclusions for specific customers be applied to one or more lists? Custom DNC (Do Not Call) lists can be created and uploaded by customers. These can be associated with one or more campaigns or calling lists Can your solution identify exclusions based on a specified set of dispositions on a list-by-list basis? This logic can be achieved through calling list filter criteria Does your solution track and record the dialing mode implemented for a particular attempt? This is not explicitly logged Does your solution support variable dialing retries based on call disposition (no answer, busy, voic /answering machine)? different retry strategies can be implemented for busy, no answer and voic What is the maximum number of phone numbers your solution holds and dials per customer? 6 telephone numbers 133. Does your solution support multiple contact methods per contact? Maximise provides options for and SMS contact as pre-call, post-call or standalone automated campaigns How does your solution support the use of specific contact numbers or methods during different hours of the day or days of the week? The Time of Day Dialing feature allows telephone numbers to be dialed at certain times of the day on specified weekdays for example you can choose to only call customers on their home phone numbers after 6pm Mon-Fri. Mobile Comms G Voice - What is the likelihood of being able to support voice calls over 3G via one of the Bria smartphone clients? As long as you have good quality 3G coverage then you will be able to have a good quality call on Bria Using 3G. However, we recommend that all calls take place in stationary locations as cell handover and 3G data are often not happy bedfellows How do calls get routed to the iphone users when they are in the office (Wi-Fi with EBSA), working from home (Wi-Fi with home Internet) or mobile (3G/GPRS)? Office Wi-Fi / EBSA, home - Wi-Fi/3G, on the road 3G or other Wi-Fi networks 15

17 137. In terms of the Bria client across the mobile network how and what is the quality like? This is delivered as a data call and not a traditional GSM call, the system uses G.729 which will use 40kbps so performance and quality of the mobile data network is generally able to deliver calls without issues How is the quality of the voice call if using the data channel and not on Wi-Fi, i.e. GSM, GPRS? And costs? Any calls made via a soft phone (e.g. Bria /I-beam) to another extension are free calls regardless of where that soft phone is located at that time - of course Wi-fi or 3G charges may apply if used but not from MN. Any call from such an endpoint to a PSTN location is charged at the PSTN rate even if that soft-phone is on an I-phone and anywhere globally when it makes the call. Optimise Features (Call Recording) 139. What are the naming conventions for calls stored in Optimise? Calls made from Optimise are indexed and we store in individual fields against the call: customer name, campaign name, list name, agent name. There are no configurable options. Phones 140. Is the Mitel 5212 handset supported? - it supports SIP 141. Wireless - Is there a wireless IP phone that we can offer? WIFI IP Phone they exist but are not very good better to use Bria on IPHONE or Android 142. If the customer supplies their own SIP handsets, do you have a standard configuration template you can supply to enable them to configure? For Cisco phones in the price book yes 143. Do you have a standard position on what is and is not supported by your hosted IPT platform? In particular I have a few clients who have a desire for DECT handsets. We can support DECT through Analogue ATA s or integrated devices - Siemens make a device called a Gigaset N510 Pro which is a Voip Dect Base station that supports 6 Dect Handsets and 4 Concurrent Calls hence good for SME and Small office environments - this retails at approximately 70. We also support analogue ATA Devices that existing legacy DECT phones could be connected to. 16

18 Platform 144. What system does the Magnetic North solution run on, is it Cisco? It s a GENBAND platform (carrier grade switch) 145. Do we need a softphone client if using the Instant Message & Presence client?. I.e. if the customer wants physical handsets and IM & P do we also need to provide a softphone or is the IM & P client separate to the softphone? At the moment you WOULD need the BRIA license on the PC. We ve never had a situation (at MN) where customers would deploy the software and a hard IP phone We ve always seen customers go soft client for VOICE as WELL as IM&P. We could look for a cheaper client for IM &P where you DO want to have a hard phone on the desk What is the maximum number of calls the platform can hold in queue, platform wide and per store franchise deployment. A platform cluster can queue 20,000 calls at a network level. We don't really limit the number of calls that can queue on a franchise How scalable is the service, you mentioned an example of customers with seats, are there any limits? We have tested up to 10,000 extns per tenant, but theoretically the limit is 30,000 per tenant Is this solution tried and tested? We route 20 million phone calls per month on this platform growing at 100% per annum How do we integrate with 3rd party software e.g. crm? Free APIS for Call Routing and Screen pops out of the box using industry standard Web Services How do we integrate with call recording systems? Our solution already includes integrated call recording with PCI compliance and quality monitoring and more than 60 standard reports this integrated solution also provides detailed call indexing which is unachievable with legacy separate call recording. Porting 151. Does Hosted PBX include any number porting? we can port numbers for NGN and Geo to BT IPEX to deliver on to the service Can we port numbers to local interconnects in those countries? We don t have porting agreements in those countries but we can provide new numbers off the shelf. 17

19 153. When porting numbers across to the MN platform, do the numbers then contractually belong to MN? The numbers belong to the customer and they are welcome to port their numbers to another provider after the contract expires When the customer ports his number into the MN platform does the number ownership stay with the customer i.e. they are free to move these to another provider if they decided to? the customer own the numbers and they are free to move these to another provide if they decide to. Pricing 155. What is the BT buy price of Blackwire C420 USB Headset? Prices available in the BT Price Book 156. What is the BT buy price of Headset Noise cancelling monoaural for 50x series? Prices available in the BT Price Book 157. Is call recording included in HPBX? - call recording is enabled as default 158. Flexibility of users - for example if a particular site or branch closes can they flex over to a new location? 159. With BT Mobile, Mob users can get free calls back to their own land line numbers if with BT. Just trying to ascertain whether by moving the numbers to MN does this prevent them getting free intra company calls on Mob to landline (excluding Bria stuff) They won t be able to utilise the free calls; but probably have minutes available within the mobile bundle and therefore this won t be an additional cost to the business 160. Are the call tariffs for UK extensions dialling internationally? Would they change if a roaming user was physically in another country (would it then be a 'local' call?) The call cost is based on destination only. It s irrelevant where the call originated from How is Bria priced? The software is available pre-configured. Please refer to the BT price book for details How are calls charged with dual ringing to mobiles? (I.e. are calls to mobiles over GSM charged, if so how much)? 18

20 Dual ringing is chargeable if the user doesn t have a client installed on their mobile and receives the call from the PBX through the GSM network. Charges as per the mobile retail rates How do we price the Lync integration if required? There s a professional services cost for this, that needs to be scoped with the customer Is there a cost for fax to capability? Inbound Fax to is a feature of the system we can offer and just uses one extension rental per month - have an extra extension for each INBOUND fax Ddi required - delivery is via Do you have pricing for inbound fax? We charge one extension rental for a DDI for each fax mailbox - we then configure each mailbox to forward any faxes received on that number to a designated address If a user has a softphone and physical phone do they need two hosted PBX extension licenses? No 167. What is the warranty on handsets? Standard warranty is 12 months, which can be extended to 3 years if required. Prices are available in the BT price book For Contact Centre agents with Magnetic North, do we need to add in a HPBX user and a CC agent or just the CC agent? Just the CC agent CC agent includes an HPBX user When are DDI numbers charged for and when are they not? Customers get a FREE DDI number with each Hosted PBX Extension that they rent. That number can either be a number which is from MN s pool, a BT Suballocated number or a ported in Number from BT or another operator. If the customers want MORE than 1 DDI number per extension then we would charge them e.g. 5 different area codes routing to 1 extension to provide a local office number in Sheffield, London, Bristol, Manchester and Liverpool, then we would ask them to rent the additional 4 DDI s. Likewise if the customer has a SIP trunk and want 400 DDI numbers delivered over say 60 trunks with NO HPBX then we have a charge for these numbers What is the cost of professional services? As part of the set-up costs you will be assigned a dedicated success manager. This service will ensure you get the best ROI from the platform. The training, consultancy etc. is also included How are set-up and rentals billed? 19

21 Set up and rentals are payable annually in advance How are call centre and usage charges billed? Call charges and call centre usage charges are billed in monthly arrears 173. Can we plug in extra users to cope with seasonal peaks? Additional contact centre seats logged in outside of the committed seats are charge in monthly arrears. There s no set up cost and you do not have to commit to a term longer than a month Does the number of physical locations have a bearing on the costs? We charge set up and rentals based on concurrent users of the platform. It s irrelevant the number of locations or where the agents are located What is the monthly rental for DDI? Please refer to the BT price book 176. How much do we charge for mobile CLI in Maximise? It s a 12 month contract, there are set up and rental fees which are payable in advance. Please refer to the BT price book. Reporting 177. In terms of reporting, do you offer any other options aside from call recording, i.e. provide CDR/CMR records into other systems and have you worked with Softex? We can provide CDRS (either streamed at 15 minute 24 hour intervals via FTP) or we can provide XML Web Service APIs for CRM integration and call Routing/CTI so it depends on the requirement specifically. Softex intregration should not be a problem In terms of reporting, can you clarify what different levels of call logging/reporting information is available on the basic HPBX compared to Maximise reporting? HPBX has basic CDR reporting, Maximise has over 100 reports and dashboards Can you provide any details of the reporting offered by the Magnetic North capability? There are more than 80 reports available across the call centre and recording platforms off the shelf. We can provide you a ZIP file with sample reports or we can show them during a demo Can reports be configured to automatically generate alerts via SMS, etc. I.e if more than 10 calls in queue waiting to be answered, send an SMS alert to the store manager. 20

22 This is something Maximise is adding. In future release RC130 we will be able to do IVR scripts that can check the number of calls in a queue and then trigger an SMS etc. Resilience 181. Can you offer availability zones and Cloud Balancing across your data centres? We cluster customers geographically across multiple data centres concurrently anyway 182. What happens if Magnetic North goes down during the day? MN is High Availability x 3 servers with direct connectivity to the customer and multiple carriers - distributed across multiple clusters and HA environment How long will it take for service to recover? Since we have never had a PBX outage we can t say but even a full platform reset is less than 120 seconds. Security 184. Encryption - Do you have any capabilities or plans to support encryption? (We have not had any clients asking for this yet but understand that the Bria clients support it). We don't have any plans on Encryption because of the impact to call recording. Customers who are worried about this can use a VPN/SSL VPN tunnel to tunnel their traffic to their network if they want to and then on private bandwidth to us - we have seen this successful with sonicwall VPN clients on IPhone. Support 185. Do we offer 24/7/365 support? this is included in price 21