BT Featurenet This document is for use solely within British Telecommunications plc. It should not be discussed, shown or referred to outside the organisation without prior approval from the author. British Telecommunications plc 2013 Registered Office 81 Newgate Street LONDON EC1A 7AJ Registered in England no. 1800000 CONTENTS Service Description for Featurenet 4 Featurenet 1000 Virtual Private Network (VPN) 4 Featurenet 5000 4 Featurenet enhanced capabilities 5 Featurenet Management 5 Featurenet Standard Functions. 6 Featurenet Optional Functions 7 Featurenet Voice Mail Features 7 Featurenet Smartnumbers 8 Service Description for Featurenet Featurenet 1000 Virtual Private Network (VPN) The VPN service allows the provision of voice channels to connect to an existing customer PABX to handle on-site calls, while traffic between sites is routed through the contractors managed network via digital or analogue access channels. Inbound direct dialling in (DDI) calls and outbound calls can, if required, be routed via the Featurenet 1000 access channels. Customers select the Charging Option most suited to their particular needs, based on the number of Featurenet 1000 Access Lines on a Featurenet Site, and this Option will be applied to all Featurenet 1000 Access Lines at that Featurenet Site Changes from one Charging Option to another will be carried out at the Customer's request, but 3 months notice is required and will be charged on a per line basis Charging Options: Option A up to and including 31 channels. Option B greater than 31 channels. DDI (Direct Dial In) A DDI facility is available via Featurenet 1000 Access Lines. This Service allows for incoming calls from the public network to reach a specific extension within the organisation without operator assistance where the caller dials the public Directory Number to reach the extension There is a maximum ratio equivalent to 20 DDI's per Featurenet 1000 Access line. Customers existing DDI number ranges can be imported. A maximum of 5 DDI ranges and/or single numbers are permitted per Featurenet Site to handle incoming public network calls to a Featurenet 1000 Site Featurenet 5000 The Featurenet 5000 service offers equivalent features of a digital PBX and includes private networking and requires no on-site PBX. Featurenet 5000 provides networked digital centrex lines, ISDN2 (Basic Rate Access) and or access channels to the contractors VPN. A Customer can control the allocation of lines to user extensions, their Class of Service and their access to different features through the Contractors Service Centre or by use of the Hosted Voice Manager application Customers can select from one of three options for each of their Featurenet 5000 Sites. Once an option is selected the Site must remain on that option until the expiry of the agreed minimum period. Option A is for Featurenet Sites of fewer than 121 lines. For new sites, this option is only available on a 12 month minimum period. Option B is for a Featurenet Site of between 121 and 960 lines and offers a 25% discount on the rental for Standard Access Lines at that Featurenet Site. For new sites, this option is only available for three or five year minimum contract periods. Onsite SRU’s (Survivable Remote Unit) will normally serve such Featurenet Sites Option C is for Featurenet Sites of over 960 lines and offers a 40% discount on the line rental for Standard Access Lines at that Featurenet Site. For new sites, this option is only available for three or five year minimum contract periods. The On-site RSCS (Remote Switching Centre Suite for access) will normally serve such Featurenet Sites Featurenet enhanced capabilities Featurenet offers the following enhanced capabilities : Featurenet 5000i Voice/Data/Video Services Featurenet 5000i provides switched basic rate access (ISDN2) to Centrex sites. Basic Rate lines consist of two 64kbit/s data channels for independent or bonded applications, such as file transfer, video conferencing, LAN interconnect etc. Featurenet Call Centres Featurenet 5000 provides the following services supporting call centre requirements: Uniform Call Distribution ACD Automatic Call Distribution) MIS (management Information Statistics) CTI (computer Telephony Integration) capabilities Featurenet Call-In & Hosted Voice Connect Featurenet Call-In and Hosted Voice Connect provide the ability for users on a site which is not directly connected to the Featurenet network to become part of that network. This is via a standard PSTN phone line connection from the registered number to Featurenet. Connectivity is achieved by dialling a short code (12821) followed by an access code and a private or public number. The registered number is validated for access to the customers private network and the call is delivered to the private or public number dialled. Featurenet Voice Mail The Voice Mail (VM) service provides the following features: Featurenet Smartnumbers Integration between email, voicemail and fax Management of voicemail via a web portal Click to call the message sender or send a SMS or an email Callers have the option to ‘Press 0’ and have their call transferred to a predefined individual or team Alerts can be sent by email or SMS or via a Message Waiting Light on certain handsets Unlimited capacity of saved messages supports regulatory compliance requirements Usage reporting via Management Information reports Interworking across any telephone network The Featurenet service supports all variants of SmartNumbers The contractor provides a number of on-demand “SmartNumber” services, that provide solutions for voice and business continuity. Featurenet Management Featurenet provides a web based self-service management capability: Featurenet Manager provides authorised customers with the ability to control and analyse the performance and functionality of the Featurenet 5000 network via on-line tools. Performance and network management data can be accessed securely online, by authorised users with an Internet-enabled PC. Management Reports - Customers can download the following network management reports: Graphical Costed Usage reports Textual Costed Usage reports Time to Answer Reports Incoming Call Statistic Reports Includes: o call costs by site o Off-net Call Charges o On-net/Off-net Ratio reports Provides: o Highest call charge/s o longest duration call o most frequently dialled number o outgoing call summaries Available in both textual and graphical format. Reports detailing uniform call distribution and contractors performance. Billing Analyst – This is an optional set of tools to analyse and control telephony expenses., It can be accessed securely online, by authorised users with an Internet-enabled PC. The service provides a breakdown of billing information, site by site, to enable and interpret records by spend or patterns. The Contractors Billing Analyst tool is free for One Bill Plus customers, with consolidated bills delivered via CD-Rom. Featurenet Standard Functions. The Contractor’s Featurenet 5000 service provides more than 350 user features, the most common key features are: Call Diversion: Directs calls to another extension or external number. This can be all calls, calls on busy only, or calls on no reply only Call Offer: Lets another extension user within the customers network who is engaged on a call know that they are needed urgently. Call Pick-Up: Allows users to answer a call to another line in the same location from an alternative phone. Call Transfer: Transfers a call to another line extension or to an external number, including mobiles. Caller Return: A 1471 service, which identifies the CLI number of the last caller. Call Waiting: Audio and or visual signal indicating to caller and recipient that the caller is waiting. This enables recipient the option to place the call on hold and answer the waiting call. Code Calling: Allows users to store numbers within the contractors system to retrieve and dial the number with a truncated cod General Interrogation: identifies with audio or visual information the current settings of key features. Reminder Call: Allows users to set audible reminder based on 24 hour time and date. The system will ring the extension at the programmed time and give voice announcement. Repeat Last Call: Allows users to dial a code or use pre-programmed button on handset or console to re-dial the last number the user dialled. Ring Back When Free: Identifies a dialled number that was busy or engaged either a call to an engaged line, extension or external number and will ring the requestors extension when ring tones are detected. This service does not work with all external phone numbers or if network facility has been barred Ring Back When Next Used: Sets up a call between requestor and destination that was previously not answering by detecting when that destination is next used Three-Way Calling: Allows three calls to share the same voice path. The calls can be on line extensions and/or to external numbers. Withhold Your Number: Prevents the CLI originating from users phone being presented to dialled number either per call basis or permanent. Excludes presentation to emergency services where CLI is still presented. Featurenet Optional Functions Bypass Number*: Provides users with a second phone number. Callers using it will bypass any activated Call Diversion. Call Barring: Controls destination of dialled number can be barred by type or geography e.g. Premium rate calls, International calls, or National calls. Call Minder: Takes messages when users are busy on the phone or away from their desk. Caller Display: Displays CLI of caller or extension number on the users telephone handset, requires a telephone handset with a suitable display Direct Call: Automatically connect to a pre-programmed number after a short pause when the telephone handset is lifted. Hunt Group: Allows one dial in number to automatically be distributed to a defined number of Featurenet extensions. Local Link: Extends the Featurenet service across a maximum of five locations in the same local telephone exchange area. Remote Diversion: Allows users to activate Call Diversion (see ‘Standard features’) from remote location by use of an access code and programming features. Featurenet Voice Mail Features Voicemail Solution A range of features supported, including: generic, daily and absence greetings, mailbox blocking message forwarding, secretarial access, Internal voice messaging services. Voice2email Options for user notification of new received messages by email, to the telephone the user is currently registered to using out call, or via message waiting indication (MWI), Short Message Service (SMS) or Short Data Service. (SDS). Graphical User Interface Access to all messaging services from an intuitive on-screen browser interface. Active Call Screening Allows a user to listen to a voicemail that is being left and decide whether to interrupt the recording and speak to the caller directly or simply to allow the voicemail to be recorded normally. Unified Messaging Provides integration with customer’s existing email environment by delivery of the voicemail as an attached audio file. Provides access to all message types through users email inbox Class of Service Profiles Extensive range of features and access can be enabled or disabled for each individual or group of users. The service supports different time zones. Featurenet Smartnumbers A number of “SmartNumber” services, defined as on-demand telephony services that provide solutions for voice and business continuity requirements. SmartNumbers are provided as a total managed service, and can connect and interoperate across legacy networks including hosted voice platforms and other service providers. The Contractor provides the following Featurenet Smartnumber services: Featurenet Smartnumbers Standard– Provides a single number which identifies users across multiple locations, including delegation to individuals and teams. Supports mobile workers not in one fixed location Featurenet Smartnumbers Virtual Team – Allocates a single number to a team. It manages calls and messages to one team number The service allows access across multiple offices, to mobiles or fixed home numbers Featurenet Smartnumbers Virtual Queue – The Featurenet ACD service enables incoming calls from any location to be resolved by call centre agents according to business rules that customer defines. It supports industry standard call management, virtual contact centres, dispersed offices and aligned agencies. Featurenet Smartnumbers Messaging – Manages customer fax and voicemail services. The hosted service, allows access to messages from any telephone handset from any national or international telephone network. Fax and voice messages can be delivered to individuals or group email accounts. Featurenet Smartnumbers Announcement – Allows a recorded public announcement or broadcast message to be delivered via a telephone number (geographic or nongeographic). Callers dial the contractor’s announcement number to hear the message. Administrators can record announcements using any telephone handset.