OPERATIONS MANUAL Audio Conferencing

Transcription

1 Section I: Introduction and Service Description. OPERATIONS MANUAL Audio Conferencing 1. Audio Conferencing. Audio conferencing enables multiple participants to converse simultaneously via a telephone regardless of their location. Audio conferencing enables agencies of all sizes to meet with maximum efficiency. a. Service Details. An Audio Conferencing conference call (conference call) is initiated by making a reservation of a date and time for the conference call. Reservations of conference calls can be placed 24 hours a day, seven days a week. Conference calls can be held on any day of the week at any time. Section II: Audio Conferencing Access Methods. Audio Conferencing may be accessed using one or combination of the following access methods: 1. Dial-Out Access. With respect to Premier Service and Standard Service, Dial-Out Access means that a Conference Coordinator sets up Dial-Out Conference Calls. Customer arranges for the participating callers to be called by the Conference Coordinator at the pre-arranged date and time. The per-minute per-bridge port usage charges include the transport and bridging charges. With respect to Instant Meeting Service, Dial-Out Access allows the leader to use Instant Meeting Web Moderator to call the leader or participant(s) using Blast Dial, Dial-Out Initiation (Leader) or Dial-Out Initiation (Participants) as described in Section III. Per-minute per-bridge port usage charges apply for Dial Out Access. 2. Toll Free Meet-Me Access. Toll Free Meet-Me Access allows the Customer to reserve a toll free number for a pre-arranged date and time. The per-minute per-bridge port usage charges include the transport and bridging charges. Local Freephone Access is available via Universal International Freephone Number (UIFN) from selected international locations or via in-country Freephone numbers. The Customer must request UIFN or Local Freephone access at the time of reservation. The UIFN or Local Freephone number and corresponding passcode will allow direct dial access to the conference call. 3. Toll Meet-Me Access. Toll Meet-Me Access allows the Customer to reserve a direct long distance dial number for a pre-arranged date and time. Each participating caller calls the direct long distance number. Each participating caller will be responsible for its transport charges incurred in connection with the conference call. 4. IP (Internet Protocol) Meet-Me Access. IP (Internet Protocol) Meet-Me IP Access provides the Customer with a number to dial in to an Instant Meeting bridge via an IP-based call. 5. IP (Internet Protocol) Dial-Out Access. IP Dial-Out Access allows the leader to use Instant Meeting Web Moderator to call the leader or participant(s) over IP transport using Blast Dial, Dial-Out Initiation (Leader) or Dial-Out Initiation (Participants) as described in Section III. Per-minute per-bridge port usage charges apply. 6. Voice Services Meet-Me Access Long Distance Voice Services Option A, Long Distance Voice Services Option B, and Long Distance Voice Services Options C-1 and C-2. Customers of Long Distance Voice Services Option A, Long Distance Voice Services Option B, and Long Distance Voice Services Options C-1 and C-2 who have integrated Audio Conferencing service set up a Voice Services Meet Me conference call in the same manner as either a Toll Free Meet-Me or a Toll Meet-Me conference call. 7. Voice Services Dial-Out Access - Long Distance Voice Services Option A, Long Distance Voice Services Option B, and Long Distance Voice Services Options C-1 and C-2. Customers of Long Distance Voice Services Option A, Long Distance Voice Services Option B, and Long Distance Voice Page 1 of 7

2 Services Options C-1 and C-2 who have integrated Audio Conferencing service set up a Voice Services Dial-Out conference call in the same manner as a Dial-Out conference call. 8. Global Access Methods. a. Global Access Local Toll Access. Global Access Local Toll Access allows call participants to access a call via a non-u.s. local exchange number. Each participating caller calls the non-u.s. Local exchange number. b. Global Access Local Freephone Access. Global Access Local Freephone Access allows call participants to access a call via a Local Toll Free number. Each participating caller calls the designated Freephone number. Local Freephone Access is available via a in-country Freephone number. The Local Freephone number and corresponding passcode will allow direct dial access to the call. c. Global Access Availability. Country Zone Band Local Toll Local Freephone Austria A Available Available Belgium A Available Available France A Available Available Germany A Available Available Ireland A Available Available Italy A Available Available Luxembourg A Available Available Netherlands A Available Available Spain A Available Available Sweden A Available Available Switzerland A Available Available UK A Available Available Denmark A Available Available Australia C Available Available Hong Kong C Available Available Japan C Available Available Romania C Available Not Available South Korea C Available Available New Zealand C Available Available Singapore D Available Available Malaysia D Not Available Available Slovenia D Not Available Available Taiwan D Available Available Turkey D Not Available Available Estonia E Not Available Available Greece E Available Available Finland E Available Available Norway E Available Available Page 2 of 7

3 Czech E Available Available Slovakia E Available Available Argentina F Not Available Available Brazil F Available Available Costa Rica F Not Available Available on some bridges Croatia F Not Available Available Hungary F Available Available Israel F Not Available Available Mexico F Available Available Panama F Not Available Available Poland F Not Available Available Portugal F Not Available Available Russia F Not Available Available South Africa F Not Available Available Uruguay F Not Available Available Chile G Not Available Available China G Available Available Colombia G Not Available Available India G Available Available Indonesia G Not Available Available Latvia G Not Available Available Peru G Not Available Available Philippines G Available Available Saudi Arabia G Not Available Available Thailand G Not Available Available United Arab Emirates G Not Available Available Venezuela G Not Available Available Vietnam G Not Available Available Section III: Audio Conferencing Service Levels. Verizon offers the following four Service Levels for Audio Conferencing Services: 1. Premier Service. Premier Service is an attended service that provides a conference operator to support the call. Premier calls are reserved in advance. A Conference Operator is assigned as the single point-ofcontact to ensure meeting requirements are met, including support before, during, and after the call. Premier Service is available using toll-free or direct distance dial numbers. a. Access Methods. Premier Service may be accessed using any one, or any combination of the following Audio Conferencing access methods: i. Dial-Out Access ii. Toll Free Meet Me Access iii. Toll Meet Me Access iv. Voice Services Meet Me Access v. Voice Services Dial-Out Access vi. Global Access Local Toll Access Page 3 of 7

4 vii. Global Access Local Freephone Access b. Standard Features. The following features are included with Premier Service without additional charge: Announce Late Participant, ASAP Calling, Coordinator Request, Customer Reference Codes, Enter & Announce, Listen Only, Master List, Music on Hold, Mute/Unmute, Roll Call, Secured Call, Standing Reservation, and Tone In. 2. Standard Service. a. Access Methods. Standard Service may be accessed using any one, or any combination of following Audio Conferencing access methods: i. Dial-Out Access ii. Toll Free Meet Me Access iii. Toll Meet Me Access iv. Voice Services Meet Me Access v. Voice Services Dial-Out Access vi. Global Access Local Toll Access vii. Global Access Local Freephone Access 3. Unattended Service. Unattended service allows participants to enter directly into a conference bridge without operator assistance by entering a customer/call-specific numeric passcode. Unattended calls are reserved in advance. The conference call is scanned periodically to check for quality. Conference assistance is available as needed by summoning a conference operator. Unattended service is available using toll-free or direct distance dial numbers. a. Access Methods. Unattended Service may be accessed using any one, or combination of, the following Audio Conferencing access methods: i. Toll Free Meet Me Access ii. Toll Meet Me Access iii. Voice Services Meet Me Access 4. Instant Meeting Service. Instant Meeting provides a conference leader with a self-service capability to conduct conference calls on demand. Once a subscription is set up, there is no need to make reservations. Personal, persistent dial in access numbers and passcodes are provided at the time of subscription set -up. Calls may be managed and monitored by the leader using a touch-tone (DTMF) telephone or Web Moderator, a web-based call management tool. Supported transport methods for Instant Meeting services include Public Switched Telephone Network (PSTN) and Internet Protocol (IP) using Verizon's Private IP service. a. Access Methods. The Instant Meeting Service may be accessed using any one or any combination of the following Audio Conferencing access methods: i. Dial-Out Access ii. Toll Free Meet Me Access iii. Toll Meet Me Access iv. IP Meet Me Access v. IP Dial-Out Access vi. Voice Services Meet Me Access vii. Voice Services Dial-Out Access viii. Global Access Local Toll Access ix. Global Access Local Freephone Access Section IV: Features and Options. 1. Premier Service. a. Basic Features. The following features are available with Premier Service only without additional charge: Conference Monitoring, Meeting View, Participant Screening, Polling, Question & Answer, and Subconferencing. Page 4 of 7

5 b. Optional Features. Additional charges apply for the following features with Premier Service: Conference Recording, Conference Transcription, Instant Replay Plus, Participant List, and Pre Notification. 2. Standard Service. a. Basic Features. The following features are available with Standard Service without additional charge: Announce Late Participant, ASAP Calling, Coordinator Request, Customer Reference Codes, Enter & Announce, Listen Only, Master List, Music on Hold, Mute/Unmute, Roll Call, Secured Call, Standing Reservation, and Tone In. b. Optional Features. Additional charges apply for the following features with Standard Service: Conference Recording, Conference Transcription, Instant Replay Plus, Participant List, and Pre Notification. 3. Unattended Service. a. Basic Features. The following features are available with Unattended Service without additional charge: Customer Reference Codes, First-In Enunciator, Mute/Unmute, Secured Call, Standing Reservation, and Tone In. b. Optional Features. Additional charges apply for the following features with Unattended Service: Coordinator Request, and Pre Notification. 4. Instant Meeting Service. a. Basic Features. The following features are available with Instant Meeting Service without additional charge: Conference Continuation, Conference Lock/Unlock, Dial-Out, Entrance and Exit Announcement Setting, Help Menu, Mute/Unmute options, Roll Call options. These features are available via touch-tone keypad commands. b. Optional Features. The following additional features are available with the Instant Meeting Service: i. Web Moderator Features. The following chargeable features are available with the Instant Meeting Service Web Moderator, a web-based interface that allows the Customer to control certain features and capabilities of the Instant Meeting conference call. 1. Blast Dial. Permits the leader to dial out simultaneously to as many as 10 participants at a time. Instant Meeting Dial-Out access charges apply based on whether over IP transport or not, and if not, then based on origination and termination. 2. Dial-Out Initiation (Leader). Permits the leader to set up Web Moderator to initiate the dial out to the leader. Instant Meeting Dial-Out access charges apply based on based on whether over IP transport or not, and if not, then based on origination and termination. 3. Dial-Out Initiation (Participants). Permits the leader to set up Web Moderator to dial out to conference participants one at a time. Instant Meeting Dial-Out access charges apply based on based on whether over IP transport or not, and if not, then based on origination and termination. 4. Increase Conference Size. Permits the leader to utilize the Web Moderator to temporarily increase the number of ports available for their Instant Meeting subscription by 20 ports before or during an Instant Meeting conference call. The Instant Meeting subscription will revert to the number of subscribed ports at the Page 5 of 7

6 conclusion of the conference call. This feature must be enabled at the Customer account level. ii. Mobile Conference Connection. Mobile Conference Connection enables registered End-Users (end users of Customer which have subscribed to a separate agreement to use Audio Conferencing) who are leaders and/or participants and subscribers of the Instant Meeting feature to utilize their registered mobile device (Registered Device) to manage certain aspects of their Instant Meeting conferencing feature and subscription. Mobile Conference Connection is supportable only on Blackberry Personal Data Devices (PDA) and Smartphones utilizing Windows Mobile software. Smartphone is defined here as a handheld device that integrates personal information management and mobile phone capabilities in the same device. iii. Instant Scheduler. Instant Scheduler enables registered End-Users (end users of Customer which have subscribed to a separate agreement to use Verizon Audio Conferencing) who are leaders and/or participants and subscribers of the Instant Scheduler feature to utilize their existing copy of Microsoft Outlook 98 or Microsoft Outlook 2000 (separately licensed by Microsoft, Inc.) on their computers to communicate with Verizon s Conferencing Service scheduling systems to schedule in real-time domestic, Instant Meeting calls. iv. Instant Meeting Replay Service Option. Allows a conference leader to initiate a digital recording of a conference call, without reservation or Conference Coordinator, by accessing a Verizon designated Internet site, at any time prior to or during an Instant Meeting Service conference call and allows participating callers with a Customer issued passcode to access an Instant Meeting Replay recording via a Verizon-issued toll free number or direct distance dial number. The conference leader may order a recording at the Verizon designated Internet site in the following formats: CD ROM (up to 80 minutes of recording time).wav file on CD ROM (playable only in PC and Mac systems).wav file for Internet download (available via the web within 2 hours of the order placed) v. Instant Replay Plus Service Option. Allows callers to access a digital replay of a previously held Conferencing Calling call or other recorded audio announcement via a toll free or toll number (standard telephone number) 24 hours per day, 7 days per week. The following Instant Replay Plus Service features are available: 1. Fax Back: Permits a caller to download a document that has been pre-loaded into the recorded program to a specified fax number. The caller may then return to the program. 2. Index Select: Permits callers to advance to particular recorded segment via touch-tone menu options. Conference calls may be segmented or indexed by speaker or topic, for example. 3. PIN or Passcode: Assigns and optional PIN or Passcode to the Customer's replay to ensure privacy. Individual PIN code assignment allows tracking of caller responses. A database of eligible callers must be received from the Customer to enable assignment and tracking of individual PIN codes. 4. Survey: Permits callers to be asked up to 20 closed-end questions (10 per segment). Callers may be polled before and/or after a recorded segment. Callers respond to questions using their telephone keypad. A survey report will be provided to the Customer. Page 6 of 7

7 5. Voice Response: Permits the Customer to define up to five caller identification voice prompts (e.g., name, phone number, address, department number, and location), or to define additional voice prompts for callers to leave messages or comments before and/or after the recorded program. Voice responses are transcribed and ed to the Customer. The Customer may choose to have caller identification, messaging and commentary transcriptions placed on an audiocassette for an additional one-time charge per cassette. 5. Premier, Standard and Unattended Features. Unless otherwise specified, the following chargeable features are available only with Audio Conferencing and with Premier, Standard or Unattended Service Levels: a. Audio Streaming and Replay. Audio Streaming provides live streaming capability, which provides "one to many" communications to computers that are connected to the Internet. Audio Streaming includes both Windows Media Player and Real Player streaming media players; 8.5 kbps stream rate; and post event reporting, including names, titles, company and addresses of participants. Audio Streaming Replay provides replay of a recorded Audio Streaming Conferencing Calling call up to 4 hours in duration and up to 1000 participants per call and is available for up to 30 days following the date of the Conferencing Call. b. Billing Report. Billing Reports provides Audio Conferencing and Net Conferencing invoice detail reports to a Customer-designated address. Standard Reporting provides invoice detail sorted by Customer Reference Codes and leader last name. Global Reporting provides invoice detail sorted by Customer Reference Codes and leader last name and consolidates invoices from one or more regions into one Billing Report. c. Conference Recording. The Customer may request the Verizon to make a digital recording of a conference call. Upon Customer request, Verizon will provide digital recordings as either i) a.wav file on CD-ROM or ii) a.wav or an mp3 file (mp3 file is only available with Premier or Standard service), as designated by the Customer, containing up to the first 20 MB per hour per call, posted on a Verizon-designated Internet site. Verizon will send CD-ROM recordings to the conference host within 24 hours of the conclusion of the call. Verizon will post recordings to the Internet within two hours of the conclusion of the call d. Conference Transcription. The Customer may request to have a conference call transcribed on a diskette or to obtain a printed version. This feature is not available with Unattended Level service. e. Coordinator Request. The Conference Coordinator is available to fulfill special requests during a conference call. This feature is available with Premier Level and Standard Level service at no charge. f. Duplicate Billing. The Customer may have duplicate invoices produced and sent to a Customer designated address. The request may be a one-time request, or occur on a monthly recurring basis. g. Operational Reports. Operational Reports provides Audio Conferencing, Net Conferencing and Video Conferencing invoice detail reports for Customers whose Audio Conferencing, Net Conferencing and Video Conferencing usage exceeds $50,000 per monthly period. Customer may request Operational Reports on either a one-time or a monthly recurring basis. Customer may two types of Operational Reports: Standard Reporting and Global Reporting. Standard Reporting provides customized conference call detail information. Global Reporting consolidates Standard Reporting for two or more region. Section V: Service Level Agreements. The following Service Level Agreement applies to Audio Conferencing Services [Product Mktg: SLA not located on the Guide. Please add SLA]. Page 7 of 7