Smart Business Portal User Guide Version: 1.3

Smart Business Portal User Guide Version: 1.3 Published on: 23 March 2012 ID 9030700

Table of Contents 1. Overview 3 1.1. Voice continuity services overview 3 1.1.1. Directed Recovery service 3 1.1.2. Proactive Recovery service 3 1.1.3. Direct Connect service 4 1.2. Getting Started with the your voice continuity services 4 1.3. Getting Started with the Smart Business Portal 4 1.4. Smart Business Portal workflow 5 1.4.1. Workflow stages 5 1.4.2. Workflow actions 6 2. Articles 7 2.1. Administering dial plans 7 2.2. What to do if your premises are inaccessible 7 2.3. Someone new has joined our organisation 7 2.4. Accessing the Smart Business Portal from a mobile device 7 3. Learning Centre 8 3.1. How do I... 8 3.1.1. View the current state of the dial plans 8 3.1.2. Invoke or revoke the Directed Recovery service 8 3.1.3. Change the active dial plan 9 3.1.4. Restore normal operation 10 3.1.5. Update multiple records in a dial plan 10 3.1.6. Approve a dial plan 11 3.1.7. Submit a dial plan 11 3.1.8. Update an individual record 12 3.1.9. View the dial plan history 13 3.1.10.Export and import a dial plan 13 3.1.11.Add a new user to the Smart Business Portal 13 3.1.12.Edit a user account 14 3.1.13.Remove a user from the Smart Business Portal 14 3.1.14.Change my password 14 3.1.15.Manage personal override 15 3.1.16.Unlock user account 15 3.2. Concepts 15 3.2.1. Smart Business Portal users 15 3.2.2. Smart Business Portal roles 16 3.2.3. Subscriber 16 3.2.4. Dial plan 16 3.2.5. Personal override 16 3.2.6. Password policy 17 3.2.7. Audit trail 17 3.2.8. Voice Continuity Services page 17 3.2.9. Service Management page 17 3.2.10.Administration Tool page 18 4. Troubleshooting 18 4.1. Contacting the helpdesk 18 4.2. Smart Business Portal requirements 18 4.3. My account has been locked 18 Page 2

1. Overview 1.1. Voice continuity services overview Voice continuity services protect your telephone numbers DDI by DDI. They each deliver greater flexibility while minimising risk, and provide customer self-management and centralised control. Incoming calls receiving calls from customers, partners and critical stakeholders - is a key service to assure for any company. The numbers used to reach your organisation are an important corporate asset, so how do you effectively protect calls into your organisation and minimise the risk to revenue and reputation? In recent years CIOs have learned the benefits of consolidating all ICT spend into secure centralised services, often run from formal Data Centers. This ICT rationalisation leads to: Reductions in capital costs Simpler and lower cost operations Faster service delivery Greater resilience and hence service uptime/availability Due to the limitations imposed by legacy voice networks, incoming calls are forced to follow the legacy call paths defined by the Public Switched Telephone Network (PSTN). Voice continuity is delivered by anyone of a suite of smartnumbers services designed to overcome these limitations and allow companies to fully realise the benefits of ICT rationalisation. To find out more about the smartnumbers services, visit the smartnumbers website (www.btsmartnumbers.com). 1.1.1. Directed Recovery service Directed Recovery is an always ready service that delivers a powerful, but simple to manage, telephony divert service that distributes voice, fax and data calls to alternate numbers or services in the event of any type of disruption. Once the service is invoked, calls are routed to an announcement service or any alternative DDI number based on predefined dial plans. A pre-requisite for use of this service is that you have in place BT Exchange Line Site Assurance (ELSA) Option 1 as part of your ISDN30 service. The Directed Recovery service is available in two options: Option 1 - Routes calls in case on an emergency or disruptive event. Option 2 - As above with the additional capability to allow authorised staff to log into their service and pull calls to wherever they happen to be, overriding the active dial plan should this be necessary. This capability is called Personal Override. To find out more about the service, visit the smartnumbers website. 1.1.2. Proactive Recovery service Proactive Recovery ensures that during periods where buildings or offices become inoperable or inaccessible, or when the communications link to the serving local telephony exchange is lost, incoming voice, fax, and data calls continue to be delivered to alternative telephone numbers. The service is an always on service managed away from your business and the supporting local telephony network. It provides an automatic fail-over capability which reroutes inbound calls whenever a network outage is detected. A set of dial plans can be selected at any time, giving organisations ultimate flexibility during a crisis. Page 3

The service enables authorised staff to log into their service and pull calls to wherever they happen to be, overriding the active dial plan should this be necessary. This capability is called Personal Override. To find out more about the service, visit the smartnumbers website. 1.1.3. Direct Connect service Direct Connect delivers calls from the heart of the BT network directly into your data centre and enables you to move from a fragmented communications strategy to one of centralised control. The service enables you to connect your corporate-wide voice network directly to the core BT network. Your business telephone numbers are elevated away from the local exchanges into the core network, removing geographic number and capacity limitations associated with delivering calls to your corporate voice network via local exchanges. The service is an always on service managed away from your business and the supporting local telephony network. It provides an automatic fail-over capability which reroutes inbound calls whenever a network outage is detected. A set of dial plans can be selected at any time, giving organisation ultimate flexibility during a crisis. The service enables authorised staff to log into their service and pull calls to wherever they happen to be, overriding the active dial plan should this be necessary. This capability is called Personal Override. To find out more about the service, visit the smartnumbers website. 1.2. Getting Started with the your voice continuity services Voice continuity is delivered by anyone of a suite of smartnumbers services enabling you to divert inbound calls according to a set of dial plans. This ensures inbound calls are delivered to the correct location during an emergency or disruptive event. Each dial plan defines how inbound calls to a specific DDI (Direct Dial In number) is delivered enabling you to prepare for specific scenarios, or stages of a recovery plan. You can manage your services using the Smart Business Portal, or any telephone. Smart Business Portal - The portal enables you to review and update dial plans, as well as change the active dial plan and manage personal overrides. Business Continuity Administration service - The Administration service enables you to change the active dial plan using any telephone. To access the Administration service you require the following information: Business Continuity Administration service access number Business Continuity Administration service ID Business Continuity Administration service password NOTICE: For Directed Recovery services, you must first invoke the service for the dial plans to become active. 1.3. Getting Started with the Smart Business Portal The Smart Business Portal provides you with a convenient and secure way to manage your voice continuity services enabling centralised control and management. The portal enables you to review and edit your dial plans, and authorise other administrators to access the portal. A dial plan enables you to predefine where calls will be delivered to when the dial plan is active. The portal comprises two areas: Page 4

Voice Continuity Services - This area provides you with access to all your Voice Continuity services. Use this area to view and edit your dial plans. Administration Tools - This area provides you with access to view, edit and add portal administrators. You manage your dial plans following a simple workflow: 1. Edit the current dial plans in the Live view 2. Approve changes to the current dial plans in the Planned view 3. Submit approved changes to the current dial plans in the Approved view You control access to the portal and the workflow actions by assigning roles to each portal user. This enables tasks to be delegated to the most appropriate individuals while ensuring checks and balances are in place. Your portal is initially set up with one administrator user. Before you start using the portal, add additional users and assign them appropriate roles. NOTICE: Actions described that require a specific role are highlighted to indicate the role required. Once you have defined the users with the appropriate roles to complete the workflow, you are ready to update you dial plans. 1.4. Smart Business Portal workflow The workflow provides you with an intuitive way to manage your dial plans. The workflow is displayed on the top of each Service Detail page. Click the workflow icons to view and action the records that are in each stage of the workflow. You control access to the portal and the workflow actions by assigning roles to each portal user. This enables tasks to be delegated to the most appropriate individuals while ensuring checks and balances are in place. The following roles are available: Reader - A reader can view dial plans. Modifier - A modifier has the same rights as a reader, and can also edit dial plans. Approver - An approver has the same rights as a modifier, and can also request that changes be submitted. Submitter - A submitter has the same rights as an approver, and can also authorise the changes to be made to the live system. Administrator - An administrator has the same rights as a submitter, and can also create and edit user accounts. 1.4.1. Workflow stages Access to the workflow is determined by role. If your role is not authorised to view a stage of the workflow, the icon for this stage is not displayed. The workflow comprises the following stages: Live - Page 5

This view displays the current state of the service. Calls will be routed according to these dial plans when an emergency or other disruptive event occurs. Use this view to review and edit the dial plan records. Planned - This view displays planned changes to records in the current dial plans. These changes have not yet been approved. Use this view as a working area to review and approve the proposed changes. Approved - This view displays approved changes to records in the current dial plans. Use this view to review and submit approved changes. In Progress - This view displays changes to records that have been submitted, but have not yet been implemented on the live system. Use this view to keep track of pending changes. History - This view displays a list of all changes made to the dial plans. Use this view to audit the changes made to the dial plans. 1.4.2. Workflow actions To move a record through the stages of the workflow authorised users need to action the record. If your role is not authorised to perform an action the option is not displayed. The following actions are available: Edit - Make a change to an individual record or update multiple records using the import feature. Amended records are indicated by in the Live view, and the changes are displayed in the Planned view. Approve - Confirm planned changes. Approved changes are indicated by in the Live view, and the changes displayed in the Approved view. Submit - Commit changes to the live system. Changes can be implemented automatically, or you can request the Helpdesk to implement them following instructions. Once you submit a change, the change cannot be amended. Submitted changes are indicated by in the Live view, and are displayed in the In Progress view. Once implemented, the changes are displayed in the History view, and the status in the Live view is reset. Page 6

2. Articles 2.1. Administering dial plans The voice continuity services support multiple dial plans. Use the Smart Business Portal to administer these dial plans. You can modify individual records using the portal, or modify multiple records by editing a dial plan spreadsheet then uploading the revised document to the Smart Business Portal. The spreadsheet is available for download from the Smart Business Portal. Use each dial plan to prepare for different scenarios. During a disruptive event, administrators can change the dial plan to react to circumstances. 2.2. What to do if your premises are inaccessible There may be several reasons why your premises are inaccessible, for example, a flood, fire, or bomb threat. In these circumstances you will need to ensure your colleagues and customers can continue to communicate. Your smartnumbers Voice Continuity service routes your calls to another location or services to ensure you can continue communicating inspite of the disruptive event. To be prepared for such an event, ensure the following: All your dial plans are up to date, and the destination numbers and services are working. You know your Business Continuity Administration service telephone number, and your Business Continuity Administration service ID and password. These were provided by the helpdesk when your services was provisioned. All colleagues with the personal override feature enabled know how to use it. For Directed Recovery services, you know your ELSA plan reference and password. When an emergency or other disruptive event does occur, perform the following actions: Invoke your Voice Continuity service. Inform colleagues that the service has been invoked so they can react accordingly. As circumstances change, you may need to change the active dial plan to route calls to other locations, for example change from a default announcement service to delivering calls to a back-up facility. Once the event is over, you can restore normal operations. 2.3. Someone new has joined our organisation When someone new joins your organisation, you need to add their details to your voice continuity service dial plans as soon as possible. The Smart Business Portal makes it easily to keep your dial plans up-to-date. The portal lets you quickly update individual dial plan records. Once they have been added to the dial plan, ensure they are aware of your business continuity procedures. If your new colleague will have the personal override feature, provide them with the service user guide. 2.4. Accessing the Smart Business Portal from a mobile device Page 7

The Smart Business Portal has an ios optimised interface to help you manage your services on the move. When accessing the Smart Business Portal from any ios device (iphone or ipad), you are presented with an interface suitable for the device. This makes it easy for you to access the key features you need when on the move, for example, changing the active dial plan. You can access all the portal features through the Manage Plans option. 3. Learning Centre 3.1. How do I... 3.1.1. View the current state of the dial plans You can use the Smart Business Portal to view the current state of dial plans. The current state of the dial plans lets you know how the system will route calls when the a dial plan is active. The Status column indicates any pending changes. 1. Navigate to the Voice Continuity Services page and select service you want to view. The Service Management page opens. 2. Select the Live workflow icon. The current state of the dial plan is displayed in the table. Select Export to download a copy of the dial plan. 3.1.2. Invoke or revoke the Directed Recovery service When an emergency or other disruptive event occurs, the Directed Recovery service must be invoked. To invoke or revoke the Directed Recovery service, an authorised contact needs to call BT s 24 hour Network Management Centre (NMC) and a request to invoke Exchange Line Site Assurance (ELSA) Option 1. 1. Call the Network Management Centre (NMC) on 0800 181079, and follow the options menu. You are put though to an operator. 2. When prompted, give the operator: The ELSA plan reference followed by your ELSA password An emergency contact number (for example, your mobile number) on which you can be reached in case of any problems. The operator confirms that the service has been invoked or revoked. Page 8

Calls are now routed according to the service's default dial plan. 3.1.3. Change the active dial plan Service administrators can select which dial plan a service uses to ensure calls are routed appropriately. Administrators can select a dial plan at any time using a telephone or the portal to respond as circumstances change. NOTICE: Where staff have been given the facility to override the dial plan setting, and define their own choice of number for the delivery of calls, their choice of number will override the service regardless of any change of plan. Change the active dial plan using a telephone During an emergency or disruptive event, service administrators can change the active dial plan using any telephone. 1. Dial your Business Continuity Administration service and enter your Business Continuity Administration service ID and password. The system informs you of the current routing selection. 2. Select a new active dial plan. Options For a Directed Recovery service... Description select a dial plan by pressing the corresponding number on your keypad from 1-5. For a Proactive Recovery service... For a Direct Connect service... press 3 and then select a dial plan by pressing the corresponding number on your keypad, from 1-5. press 3 and then select a dial plan by pressing the corresponding number on your keypad, from 1-5. The system confirms you have changed the dial plan, and identifies the new active plan. 3. Hang up your telephone. Change the active dial plan using the portal Authorised users can use the Smart Business Portal to change the active dial plan at any time. NOTICE: This option is not available for all services. If this option is not available for your service, you can use a telephone to change the active dial plan. For more information, please contact the helpdesk. 1. Navigate to the Voice Continuity Services page and select service you want to change the dial plan for. The Service Management page opens. 2. Select the Live workflow icon. The current state of the dial plans are displayed in the table. 3. Select Change Dial Plan. Page 9

The Change Dial Plan dialog opens. 4. Select the dial plan you want as the active plan, enter the Business Continuity Administration password and click Change Plan. Select Default to reset the service to deliver calls according to the default behaviour. Select Plan 1-5 to deliver calls according to that dial plan. 3.1.4. Restore normal operation Once an emergency or other disruptive event is over, and you are able to return to normal working conditions, you must restore the service to normal operation. NOTICE: The Directed Recovery service must be revoked to restore normal operations. Once this is done, you can reset the service. 1. Dial your Business Continuity Administration service and enter your Business Continuity Administration service ID and password. The system informs you of the current routing selection. 2. Reset the service to normal operation. Options For a Directed Recovery service... For a Proactive Recovery service... For a Direct Connect service... Description select a default dial plan for the next time the service is required press 1 press 1 The system confirms you have changed your call routing, and your calls are now being routed normally. 3. Hang up your telephone. 4. If personal overrides have been used, reset the personal override numbers so that calls follow the active dial plan the next time the service is invoked. If required, also reset all personal override passwords. 3.1.5. Update multiple records in a dial plan Multiple dial plan records can be updated by importing a spreadsheet of the new dial plans. To make it easy to update multiple records or to upload a dial plan for the first time, the Smart Business Portal can import data as a spreadsheet. You can download the dial plan spreadsheet from the portal. NOTICE: The portal provides dial plans in.xlsx format. If you are currently using Microsoft Office XP or Microsoft Office 2003, please ensure that you have installed the Microsoft Office Compatibility Pack in order to enable you to manipulate the files. 1. Navigate to the Voice Continuity Services page and select the service you want to submit changes for. The Service Management page opens. 2. Select the Live workflow icon. Page 10

The current state of the dial plan is displayed in the table 3. Select Export to export a spreadsheet of the current state of the dial plans. The Download your dial plan dialog opens. 4. Select Download Dial Plan. Each downloaded dial plan spreadsheet has a unique filename so you do not need to rename the file. 5. Select Open to open the file in Excel. NOTICE: Do not select Save at this point. 6. Within Excel, select Save As and navigate to where you wish to save your dial plan spreadsheet. Select Save to save the file in your chosen location. 7. Carefully read the Instructions worksheet in the dial plan spreadsheet. 8. Once you have made all necessary changes, and made sure you have saved your changes, select Import... on the Service Detail page to update your new dial plan. The portal validates your spreadsheet. If all the spreadsheet entries are valid, the portal accepts the changes. You can review the changes by selecting the Planned workflow icon. If the file contains invalid entries, the portal highlights these entries and asks you to correct them. NOTICE: The portal identifies records that have changed. Therefore, only these records are indicated as modified in the Live view, and displayed in the Planned view. To implement the dial plan modifications, the changes need to be approved and then submitted. 3.1.6. Approve a dial plan Authorised users can approve planned changes to a dial plan. Once a dial plan has been modified, an authorised user can approve the changes. Once the changes have been approved, they are displayed in the Approved view. 1. Navigate to the Voice Continuity Services page and select the service you want to submit changes for. The Service Management page opens. 2. Select the Planned workflow icon. A list of modifications changes is displayed in the table. 3. Select Approve All to approve all changes. To approve individual records, select the records and select Approve Selected. The Approve Changes dialog opens and asks you to confirm approval. The records are removed from the Planned view, and the status is updated in the Live view. To implement the changes you have approved, they need to be Submitted. 3.1.7. Submit a dial plan Authorised users can submit approved changes to a dial plan. Once changes to a dial plan have been approved, an authorised user can submit the changes. Once the changes have been implemented, they are displayed in the Live view. Page 11

1. Navigate to the Voice Continuity Services page and select the service you want to submit changes for. The Service Management page opens. 2. Select the Approved workflow icon. A list of approved changes is displayed in the table. 3. Select Submit All to submit all changes. To submit individual records, select the records and select Submit Selected. The Submit Changes dialog opens and asks you to confirm the submission. 4. Select how you want the changes implemented and click OK. Options Let the system implement the changes automatically Request manual implementation by a member of the Helpdesk Description The system implements the changes immediately. If there are any issues with the changes, an error is displayed and the Helpdesk is notified. You can add notes or instructions for the Helpdesk. The records are removed from the Approved view and you are sent an email notification. Manual changes and changes that have not been successful are moved to the In Progress view. Once the changes have been implemented, you are sent an email notification, and the status is updated in the Live view. 3.1.8. Update an individual record You can update an individual dial plan record on the Service Details page. The Smart Business Portal enables you to manage dial plans for thousands of subscribers. In case your only need to update a single record in a dial plan, for example, if someone has joined your company, you can edit individual records. 1. Navigate to the Voice Continuity Services page and select the service you want to edit. The Service Management page opens. 2. Find and select the dial plan record you want to edit. Either use the Search option at the top left of the table. Or browse through the table using the table navigation options in the top center of the table. 3. Make the required changes to the record. Either double-click the cell containing the information you want to edit. Press the Return key to accept the changes, or the ESC key to reject the changes. Or click the record to select it, and select Edit at the top left of the table. Click Submit to accept the changes or Cancel to reject the changes. The status is updated and the change is added to the Planned view. These changes must be approved before they can be implemented. Page 12

3.1.9. View the dial plan history You can use the Smart Business Portal to view a history of the changes to the dial plans. The dial plan history provides you with an audit trail of all changes that have been made. 1. Navigate to the Voice Continuity Services page and select the service you want to view. The Service Management page opens. 2. Select the History workflow icon. A list of all changes to the dial plans is displayed in the table. Select Export to download a copy of the list. 3.1.10. Export and import a dial plan You can export a spreadsheet of the current state of a dial plan from the Smart Business Portal to review or edit. If you require a copy of the current state of a dial plan for a service, you can export it as a spreadsheet. You can use this spreadsheet to update the dial plan if necessary. 1. Navigate to the Voice Continuity Services page and select the service you want to submit changes for. The Service Management page opens. 2. Select the Live workflow icon. The current state of the dial plan is displayed in the table 3. Select Export to export a spreadsheet of the current state of the dial plans. The Download your dial plan dialog opens. 4. Select Download Dial Plan. Each downloaded dial plan spreadsheet has a unique filename so you do not need to rename the file. 5. Select Open to open the file in Excel. NOTICE: Do not select Save at this point. 6. Within Excel, select Save As and navigate to where you wish to save your dial plan spreadsheet. Select Save to save the file in your chosen location. 7. Carefully read the Instructions worksheet in the dial plan spreadsheet. 8. Once you have made all necessary changes, and made sure you have saved your changes, select Import... on the Service Detail page to update your new dial plan. The portal validates your spreadsheet. If all the spreadsheet entries are valid, the portal accepts the changes. You can review the changes by selecting the Planned workflow icon. If the file contains invalid entries, the portal highlights these entries and asks you to correct them. NOTICE: The portal identifies records that have changed. Therefore, only these records are indicated as modified in the Live view, and displayed in the Planned view. 3.1.11. Add a new user to the Smart Business Portal Administrators can add user accounts to the portal to provide access for individuals. Users with administration rights for the Smart Business Portal can add other users. 1. Navigate to the Administration Tool page. Page 13

2. Select Add User. The Add User dialog opens. 3. Enter the new user's details and select an appropriate role. 4. Select Add User. The dialog closes and the new user is added to the list. The new user receives an email requesting they activate their account. 3.1.12. Edit a user account Administrators can edit user accounts. Users with administration rights for the Smart Business Portal can edit other user accounts. 1. Navigate to the Administration Tool page. 2. Select for the user account you want to edit. The User Details dialog opens. 3. Edit the user's details as required and select Save Changes. The dialog closes and the user account is updated. 3.1.13. Remove a user from the Smart Business Portal To maintain an up-to-date list of users, administrators can remove unused user accounts from the Smart Business Portal. Users with administration rights for the Smart Business Portal can delete other user accounts. 1. Navigate to the Administration Tool page. 2. Select for the user account you want to delete. A confirmation dialog opens. 3. Select Delete User to confirm you want to delete the user account. The confirmation dialog closes and the user account is removed from the list. 3.1.14. Change my password To ensure secure access to the Voice Continuity platform, you must changes your password on a regular basis. Your password expires after 90 days. However, you can change your password at anytime. 1. Select your user name in the top right of the page and select Change Password. The Change your password page opens. 2. Enter your current password followed by your new password, and then confirm your new password. Your new password must comply with the following policy: At least 6 characters in length At least 1 lowercase character At least 1 uppercase character At least 1 number OR one of the following symbols:!? $%^&*()-+=[]{}@#/ 3. Select Change Password. Your password is updated, and you are sent an email notification. Page 14

3.1.15. Manage personal override You can update a subscriber's personal override details from the Service Details page. NOTICE: This option is not available for all services. If this option is not available for your service, please contact the helpdesk to manage personal overrides. The Smart Business Portal enables you to manage the Personal override details for subscribers who are authorised to override the active dial plan. CAUTION: Changes to the personal override details are implemented immediately and do not follow the standard workflow. Ensure the detail are correct before making any changes. 1. Navigate to the Voice Continuity Services page and select the service you want to manage. The Service Management page opens. 2. Select Manage Personal Override. The Manage Personal Override dialog opens and displays all personal override subscribers. 3. Find and select the subscriber record you want to edit. Either use the Search option at the top left of the table. Or browse through the table using the table navigation options in the top center of the table. 4. Double-click the cell containing the information you want to edit. You can change the password or the PO Number. Press the Return key to accept the changes. Or press the ESC key to reject the changes. If the change is implemented successfully, the text becomes green. 5. Select Close when you have finished. 3.1.16. Unlock user account A user account is locked after five unsuccessful login attempts. An administrator must unlock the account before the user can access the portal again. 1. Navigate to the Administration Tool page. 2. Select for the user account you want to edit. The User Details dialog opens with a message indicating that the user account is locked. 3. Click Unlock to unlock the user account, and click Save. The dialog closes and the user can log on again. 3.2. Concepts 3.2.1. Smart Business Portal users Smart Business Portal users can access the portal. The portal users don't have to be smartnumbers service subscribers. The pages and actions users can perform depend on their role. Page 15

3.2.2. Smart Business Portal roles Roles determine what actions a user can perform in the Smart Business Portal. The Smart Business Portal provides the following roles: Reader - A reader can view dial plans. Modifier - A modifier has the same rights as a reader, and can also edit dial plans. Approver - An approver has the same rights as a modifier, and can also request that changes be submitted. Submitter - A submitter has the same rights as an approver, and can also authorise the changes to be made to the live system. Administrator - An administrator has the same rights as a submitter, and can also create and edit user accounts. NOTICE: Actions that require a user to have a specific a role are highlighted with the colours and icons used here. 3.2.3. Subscriber A subscriber is a person who is authorised to view, use or manage a smartnumbers service. 3.2.4. Dial plan A dial plan enables you to predefine where calls will be delivered to when the dial plan is active. Dial plans define alternative numbers that calls should be diverted to. Calls can be delivered to alternative national or international telephone numbers. Each dial plan should be used for a different scenario. A dial plans becomes active when the voice continuity service is invoked in response to an emergency or other disruptive event. During this time, the service administrator can use a telephone to change the active dial plan to respond as circumstances develop. The Directed Recovery - Option 1 dial plans contain the following information: DDI - Direct Dial In - The published telephone number. First and Last Name - The name of the subscriber assigned to the DDI. Email - The email address of the subscriber assigned to the DDI. Plan 1-5 - Dial plans specifying the telephone numbers calls can be routed to when the service is active. Administrators can change the active dial plan using a telephone. The Proactive Recovery and Direct Connect dial plans have the following additional information: Primary - The telephone number that calls are initially routed to when the service is active. Secondary - The telephone number that calls are routed to if the calls cannot be routed to the primary number. 3.2.5. Personal override Personal override enables a subscriber to override a dial plan. This feature is only available when a dial plan is active. If the current location has been changed from the route according to dial plan, calls are delivered to the user's current location. Page 16

The personal override features requires the following information for authorised subscribers: PO User - The smartnumbers ID for the personal override feature associated with the DDI. PO Pwd - The default password for the personal override feature used to login to the service using a telephone. PO Number - The telephone number calls to the Direct Dial In (DDI) number will be diverted to when the dial plan is active. Administrators can reset the personal override password and number. 3.2.6. Password policy The Smart Business Portal enforces a password policy to ensure you chose a strong password. Your Voice Continuity password expires after 90 days. When creating a new password, you must comply to the following policy: At least 6 characters in length At least 1 lowercase character At least 1 uppercase character At least 1 number OR one of the following symbols:!? $%^&*()-+=[]{}@#/ NOTICE: After five unsuccessful login attempts, your account is locked. To unlock your account, contact the portal administrator. 3.2.7. Audit trail The audit trail shows all activity that has taken place on the portal. If you see any suspicion activities, please report them to the helpdesk for further investigation. You can filter the Audit Trail so you can focus on important information. Select one of the following filters: Major - Displays the highest priority activities. Warnings - Displays warnings, and other activities classified as Major. Info - Displays all activity. Verbose - Displays all log entries including page views. 3.2.8. Voice Continuity Services page The Voice Continuity Services page gives you access to all your Voice Continuity services. To manage a service, select the service from the list. The Service Management page opens. Click the Voice Continuity tab to return to this page at any time. 3.2.9. Service Management page The Service Management page enables you to view and manage your service. Use this page to perform the following tasks: View the current state of the dial plans on page 8 Change the active dial plan on page 9 Update multiple records in a dial plan on page 10 Page 17

Update an individual record on page 12 Export and import a dial plan on page 13 View the dial plan history on page 13 Manage personal override The actions you can to perform on this page are determined by your role. 3.2.10. Administration Tool page The Administration Tool page provides you with tools to administer your Smart Business Portal. Use this page to perform the following tasks: Add a new user to the Smart Business Portal on page 13 Remove a user from the Smart Business Portal on page 14 Edit a user account on page 14 View the audit trail 4. Troubleshooting 4.1. Contacting the helpdesk You can contact the helpdesk in the following ways. email helpdesk@smart-numbers.com telephone 0845 425 3425 4.2. Smart Business Portal requirements Short reference description. Microsoft Excel For bulk editing dial plans 4.3. My account has been locked For additional security, your account is lock after five unsuccessful login attempts. To unlock you account, contact your portal administrator. Page 18