The Amiba Cloud PBX can be deployed with re-seller branding immediately with no development lead time. The main competitive advantages are:
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- Lorraine Oliver
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1 Why move from Asterisk to Amiba? The Amiba Cloud PBX can be deployed with re-seller branding immediately with no development lead time. The main competitive advantages are: System Administrator training on Asterisk is intensive and has significant manpower cost. Amiba is intuitive, user friendly and feature-rich. Tightly integrated Smartphone apps All of the rich features of a traditional CPE PBX No Development Costs No Maintenance Costs No Capex for infrastructure investment No hardware obsolescence Reduced floor space requirements in the LAN closet along with reduced airconditioning and energy costs. Smartphone Apps The tightly integrated Amiba Smartphone apps for iphone and Android can easily be rebranded to accommodate re-seller branding and presence. This allows the re-seller to deliver a branded, customized, fully functional system phone on modern tablets and smartphone devices rather than relying on the limited functionality of generic third party apps Move up to a fully featured PBX system Many Asterisk implementations cover only the basics of Call Hold and Transfer. Amiba Cloud PBX offers the full range of rich PBX functionality such as Auto-Attendant, Call Recording, Conferencing, Call Centre, Voic to messaging and many more. See the full list in the annex. The basic offering includes a comprehensive set of licenses: desktop phone, softphone, mobile, presence, tele-working, call minutes. This simplifies the sales process to the end-user. With over 700,000 deployments most individual requirements have already been built into the platform. Close support from the Amiba Development team The Amiba development team provide close support and a 24/7 online trouble ticketing system with many years experience of supporting demanding industry leading operators such as KPN (Netherlands), Belgacom and eircom.
2 Background The Cloud is increasingly gaining acceptance of as a resilient & efficient delivery platform. It is now feasible to offer pure software based products to end-users that would have been inconceivable even five years ago. When coupled with improving connectivity trends, an opportunity now exists to provide IP- PBX services in the cloud. Whilst there is no technical reason why the traditional one-off sale approach should not be used, this type of service is better served by the more attractive Opex model. However a key advantage of cloud over customer premises equipment is that no upgrade of hardware is required to run new features such as collaboration. This requirement becomes more critical once Value-Added services such as voice, DSL are added to the mix and ancillary Services such as Recordings, Conference calls. The ICT Re-seller may offer the following options to the end-user Cloud PBX service Cloud PBX plus bundled Voice & Data Services. Add-ons such as inclusive minutes, call-recording, conference calls are available to provide a more compelling consumer offering. Business IP phones can be sold as a once off, or included in a rental The Re-seller owns the end customer and is responsible for sales customer training and tier 1 support. MDS Amiba is responsible for, Provisioning, Billing and Tier 2 Support. Amiba has relationships with the ITPS for breakouts and can supply - Cloud based IP-BPX with Smartphone Apps - Minutes on a wholesale basis - White-label Cloud based CRM/Billing Self Service Cloud marketplace. The evolution of this business model is towards full self service where the end-user could Enter all the company/payment/technical details upfront select the type of service they require pay their money press go. The auto-provisioning would create an instance of IP-PBX, point the end-user to the PBX and have the service up and running in 10 minutes.
3 Options offered might be: IP-BPX only Retail - end-user already has SIP-Trunking in place IP-PBX + Voice Retail - Amiba supply the voice also in that territory IP-PBX + Voice + Billing For the virtual Re-seller Business IP phones could be dispatched automatically from a third party logistics facility. The functional-areas below are all integral parts of the solution, but can be turned on/off as required. Sales Staff will have visibility of all sales, leads, tickets, invoices in a single system. The type of functionality is similar to that offered in generic CRM systems such as Sage- CRM, Salesforce, MS-Dynamics. Provisioning When a sale is made, then all software & infrastructure required to fulfil the service will be automatically provisioned based on the products selected during the sale. As part of the Service provisioning, all account information, Products and pricing are set up in Billing (which in turn causes the back-office to be populated). At this point in time, the customer is live and has access to the portal. Billing All account and billing information is entered at sign-up automatically or manually, or via web-service API calls from external systems involved. Billing s main tasks are To ensure all One-Off, Pro-rata and Recurring charges are set up correctly. To Rate all usage records correctly Ensure balances / Payments maintained. Dispatch actual invoices Make all such information available to the customers, Back-office and internal staff as necessary.
4 CRM CRM is becoming more and more important as trading conditions continue to be tough. It s easier to keep a customer than win a new one, this is especially important in a recurring revenue Opex model. In short, CRM is all about communication and transparency/visibility. Internal staff have 360 degree visibility of everything that happens at an account level. This includes Sales-Orders, Trouble-Tickets, Invoice-history, All-services (live and ceased), all Tariffs, all communications to/from the customer etc. A sub-set of the above is externalized and made visible to the end-user. Payment Gateway Interfacing to several payment gateways is available, including Realex. System Components The following are the high level components involved in the solution. From an end-user perspective, the overall solution is seen as a single product, but is comprised of the following. IP-PBX CPE Softphones and Smart-Phone apps. Control software & portals End-user Portal ed PDF and/or Printed Invoices SIP Trunking / PSTN
5 Annex Amiba Feature List User type Business Line Features Call waiting, with selectable beeps CLIP CLIR Customized CLI DTMF Call Waiting, internal and external Call Forwarding Always Call Forwarding Busy Call Forwarding No answer Call Forwarding Not reachable Call Forwarding Internal Call Forwarding External Call Forwarding Remotly Auto andswe Intercom calling, with opt-out Paging, with opt-out Hot line (internal or external) calling, immediate or delayed Programmable Call Routing for external and internal calls, time variable Multiple SIP provider options, e.g. GSM router or third party PBX interface Programmable restriction on feature access (disable blind transfer, automatic Park, trunk-to-trunk transfer, pick-up, pick-off, do-not-disturb, call forwarding, conferencing, paging, alarm calls, auto answer, intercom, callback, list of calls, portal access, voice mail, intrude) Roaming PINs Out going access control (time based), including call barring, 7 levels Call logging with CDR outputs via TCP port or downloadable as CSV. Call Return Call Transfer, with Music on Transfer option Three-way and multi-way call Hunt groups Call Hold Integrated Voice mail + forwarding Integrated CIFS, FTP archiving of voice mails Flash Call Hold Call Baring Last Number Redial Anonymous Call Rejection, via Chrome extension Automatic Call Back Click to dial possible for any number embedded in or other document/web page. Utilises downloadable TAPI driver Do Not Disturb
6 Auto Attendant Enhanced Group Services Receptionist Programmable Night Service Speed Dial - 10,000 entries Call Park, with dedicated key and visual list of parked calls Call Pick off Call Pickup Alternate Numbers (multiple DDIs per user) Automatic Hold / Retrieve Busy Lamp Field Call Center Monitoring Call Forward Selective Call Notify Custom Ringback User, when free Directed Call Pickup Directed Call Pick Up w/barge In Music On Hold - (wav or mp3 system wide) N-Way Calling Push to Talk Selective C all Acceptance Selective Call Rejection Shared Call Appearance (10+) Virtual On-Net Enterprise (networking of multiple sites) Additional Enterprise functionality Customizable Menus, on a distributor basis Dial by Extension Dial by Name, requires manual set-up of 26+ Auto Attendants Escape to Operator After Hours Routing Holiday Schedule Routing Skills-Based Routing for Call Centers Account / Authorization Codes Custom Ringback Group Enhanced Outgoing Calling Plan Instant Group Call, group key Desktop Set Paging to Speakers Music On Hold Receptionist Office, browser based and set based Access all System Users and all Address Books Group calls and desktop set paging to speakers Call Control Features Answer, Drop, Hold, Conference Attended and Blind Transfer Drag and Drop Transfer, with CTI and web browser Camp-On with Recall Group Call Park Barge-In Push-to-Talk Intercom Voice Mail Transfer Day / Night Mode, 15 ringing assignments with programmable patterns per day, with holiday exceptions
7 The Web Browser portal enables users to make and accept telephone calls, and change telephone settings from the latest version of all browsers Personal Mobility Call History and Stats Line Monitoring Features, BLF on phones, softphones and via Web portal On-Hook, Off-Hook, Ringing, DND, Privacy, CF Always Manage Multiple Incoming Lines with Queues Monitor Line State for up to 240 users plus up to 60 trunks Directory Features On-Line Corporate Directory Multiple Directories Custom Contact Directories Outlook Calling Name ID, with CTI First name, last name Contact Search Queuing Features Multiple Queue Support Queue Manipulation Queue Statistics Outbound Click-to-Dial from Outlook Contacts, using CTI Ad-Hoc Dialing, using CTI Full call management, Hold, Transfer, Pick-up, Conference set-up etc. Right-Click Dialing, using CTI Control of all end point settings (ringer, headset, handset, speaker volumes, contrast, tones, CLIP/CLIR, language, alarms Operator switching of day/night modes Logging in and out of Contact Center groups Call Manipulation at the Touch of a Button Change Telephony Service Settings Such As: Call Forward All Call Forward Busy Call Forward No Answer Call Forward to Recent list Call Forward to Auto Attendant Call Forward Not reachable Do Not Disturb View all address books (common, personal, internal users) Full busy lamp field, with presence and click to dial Full voice mail management with Play, Delete, Add to Address Book and Click to dial Full Call Record management, with Play, Delete, Add to Address Book and Click to dial Redefine terminal keys View / Delete Call History: missed, dialled and received calls, with options to add to address book or click to dial Pop-Up Call Alerts for Inbound and Outbound Calls and voice mails Call Register Logs with Click-to-Return Calls Contact Searching Outlook Integration Softclients, iphone and Android apps, on WiFi and or 3G, with Flip key. Smartphone apps offer full system phone functionality, including busy lamp field, pick-up and Park keys. Call Forwarding Always
8 Call Center Call Forward Busy Call Forward No Answer Call Forward Not Reachable Outlook Integration Remote Office Sequential Ring, using Group features Shared Call Appearance, using Group features Simultaneous Ring Personal, using Group features Call Center Clients Agent and Supervisor Greetings and Announcements Entrance, MoH, Comfort Message Intermediate comfort messages Call Routing Policies Call Distribution Algorithms (All Policies) Priority Queuing, based on number dialled Overflow Routing Policies (based on time) Bounced Routing Policies Stranded Routing Policies Alternate Routing Policies Night Service Holiday Service Forced Forwarding Agent Availability Management Join/Unjoin Call Centers Set ACD State (Avail, Unavail, Wrap-Up) Auto ACD State Transition at Log-In Auto Timed Wrap-Up at Completion of ACD Call Unavailable Codes, message field and presence icons ACD Call Types Supported Inbound ACD Call Outbound manual dialling Oubound CLID can be changed on call by call basis Core Client Support Receptionist web app Call Center Agent Call Center Supervisor Call Presentation Called party name display Calling Party Name/Number DNIS Name/Number Calls in Queue Call Wait Time Longest Waiting Call Time Distinctive Ring Held Call Notification Call Handling Call Transfers and Conferencing Auto-Answer Incoming internal Calls
9 Call Center Agent client Call Center Supervisor client Call Recording Portal Escalate Call to Supervisor (Consultative) Emergency Call Escalate to Supervisor Assign Disposition Codes to Calls Barge-In on Call (Supervisor) Silently Monitor Call (Supervisor) Max Queued Calls per Call Center 60 Reporting Web-Based Daily Report on KPIs Enhanced History /Real-Time Reports to Clients Display Active Call Details Called party name Calling Line ID / Number Call Time and Status Set Availability Status Available Unavailable Wrap-Up Manage Calls Dial Answer Hold Transfer (including to Alternate Queue) Conference Escalate to Supervisor Disposition Codes On-Line Directories Directories and Call logging on Web Portal Manage Job Queues Join Queues (Sign In / Sign Out) based on Call Volumes Set Wrap-Up Timer Enable Key Call Settings DND, Call Waiting, Auto Answer Supports All Agent Capabilities Monitor Agents and Active Calls Agent Line State Agent ACD State (Allows for Changing the Agent s State) Active Calls (with Barge-In) Monitor Queue Status and Activity View Queue Status (including Night Service) View Queued Calls (including CLID and Wait Time) Voic MWI Pick up call licence option; sent to , with CIFS, FTP archiving Versions for user, agent, supervisor, system manager, installer
10 CRM Interfaces to 3rd party applications User Friendliness Zero touch set-up Zer touch maintenanc e Security Keylink solution interfaces with all major CRM packages, Golmine, Dynamic, Salesforce, Sage etc. SOAP for Gmail, Outlook and DECT phone synchronisation, TAPI for Click to dial, screen popping. CSTA for CRM. Web API using AJAX: Jason. More user-friendly, tightly coupled, proprietary end points (desk phones, apps and softphones), in addition to standard SIP terminals Proprietary end points do not depend on correctly configured port forwarding or SIP ALGs at the customer router All proprietary endpoints touch base with a management server for configuration, updates and debugging, All voice and all call control communication between proprietary end points and the Cloud service is AES encrypted. White list of allowed IP addresses. Firewall for shutting services, e.g. SOAP, Browser, CTI.
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