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EarthLink Business Hosted Voice
EarthLink provides a hosted voice over IP phone system with the following key features: - A nationwide fiber optic network spanning over 28,000 miles and data/voice nodes across the country to ensure reliability. - A fully managed and hosted VoIP system including IP phones, call features, auto attendants, and business continuity solutions. - Seat types including basic, standard, and premium to meet different user needs with features like unified voicemail, find me/follow me, and mobile integration. - Additional optional features like ACD, auto attendants, communications portal, and softphones to enhance productivity and call handling. EarthLink offers a comprehensive and reliable hosted voice solution built on
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EarthLink Business Hosted Voice
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- 2. 2 Built on aSolid Foundation 2 Over $1.4 billion in annualized revenue $200M free cash flow Over 400 accounts billing 10K + Over 10,000 accounts billing 1k – 10K Over 1.6 million total customer relationships Over 3300 employees The CompanyMission Statement Over 10,000 Hosted Seats Over 20,000 Integrated Voice & Data nodes Over 50,000 Data & Internet nodes Anytime, anywhere, EarthLink keeps customers connected and businesses empowered. Our leading-edge managed IT, network and communications services deliver the superior and secure experience our customers value and trust.
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- 4. 4 EarthLink Business Infrastructure •Operates a nationwide IP network with underlying fiber assets in 30 of the top 50 MSAs in the country • Over 1,300 Central Offices / Collocations Nationwide • Fiber Optic Network – 27 states – 90 Metro Rings – 55 IP and circuit-based switches – 7,916 Metro Fiber Miles – 20,813 Non Metro Fiber Miles – Over 28,000 Miles in Total Fiber Transport
- 5. 5 Hosted Voice Hosted Voiceis a completely managed enterprise class IP phone system, high speed broadband, voice services, features and unified communications, delivered via a secure, private IP network as an end-to-end solution from one provider. Limitless Office Location Scalability Remote Worker EarthLink Support Center Find Me Follow Me Metaswitch
- 6. 6 Business Continuity &Disaster Recovery What are businesses concerned about? • In 2011 alone there were 79 natural disasters declared in the United States through September • The United States produced an excess of $18 billion insured business losses in the first half of 2011 alone • More disasters have followed Tornados in Alabama – April 2011 Hurricane Sandy – November 2012 Floods in Indiana – March 2011
- 7. 7 Business Continuity &Disaster Recovery How can EarthLink Business provide solutions? • Redundancy and failover options for data networks • Auto-rerouting and IP failover for voice networks • Web portal control of call routing to alternate sites or phone numbers Power Outage - Northeast Paralyzing - BlizzardCatastrophic - Fire
- 8. 8 How is EarthLink’sHosted Voice Different? • Differentiators – EarthLink’s Financial Stability and it is a Publically Traded Company – EarthLink provides managed IP Phones or customer can purchase IP Phones from EarthLink – IP Phone Options – Polycom or Aastra – POE & Battery Back-up included – Onsite training (Major Markets 25+) or Virtual training – Dedicated Hosted Customer Support Group – Multiple Broadband Options (DSL/T-1/Ethernet) w/ SLA & Class of Service (COS) – No/Low CAPEX – Private Nationwide Network w/ Quality of Service (QOS) – Proven Enterprise Class Hosted Voice Provider
- 9. 9 What are thecomponents of Hosted Voice?
- 10. 10 What are theComponent of Hosted Voice?
- 11. 11 Hosted Voice Access Types BYOB* DSL- 23 Speeds T-1 and NXT-1 (up to 9mbps) Ethernet Access 10 & 20mbps Hosted Voice Components Hosted Voice Optional Call Router General Voicemail Standard Voicemail Premium Voicemail Unified Fax Auto Attendant Basic Auto Attendant Premium Webhosting Analog Lines Confererncing Mobile MPLS 1.Service Bundle 4. Select your Optional Services Hosted Voice Service Bundle Converged Minutes 1500 Internet Access Unified Voicemail (1 included) Email accounts Toll free number (1 included) Domain Name Registration Basic Managed Router 2. Select Number of Seats – based on bandwidth *BYOB Access requires BYOB Notice 3. Choose Your Access Methods
- 12. 12 Hosted Voice HardwareOptions Polycom IP 450 Polycom Expansion Module Polycom IP 450 Polycom IP 550 Polycom IP 6000 Aastra 6755i Aastra 6757i Aastra 6731i Aastra 6739i Panasonic CT (Cordless) Adtran NetVanta 1234 Adtran NetVanta 6355 Aastra 6757i Polycom IP 650 Polycom IP 335 12
- 13. 13 13 How to choose: SelectPhones based on type of user and required functionality Aastra 6757i Up to 9 lines with call appearances 12 Customizable soft keys with LEDs Supports up to 3 expansion models 4 Navigational keys Desk Phone Aastra 6731i Up to 6 lines with call appearances 3 line LCD display 4 Navigational keys 8 Programmable keys with LEDs 10 Pre-defined hard keys Lobby/Break Room Aastra M675i Expansion Module Compatible with Aastra 6755i, 6757i, 6757iCT and 6739i Maximum of 3 expansion modules 20 soft keys per expansion module (up to 60 keys) LED for status indication Multiple power saving options Administrator/Reception Aastra 6739i Gigabit Ethernet Support Bluetooth Headset Support Built in USB Port On Screen QWERTY keyboard Up to 9 lines with call appearances Up to 55 programmable soft keys Executive/Power User Gig E Capable
- 14. 14 Conference Rooms SoundStation IP6000 (SIP)conference phone. 802.3af Power over Ethernet. Expandable. Includes 25' (6 meter) Cat5 shielded Ethernet cable. Administrator/Reception Add On Expansion module for IP650 Affordable Desk Phone SoundPoint 450 3 line, POE, XHTML micro-browser, HD voice Backlit grayscale 256x116 LCD Desk Phone SoundPoint 550 SIP 4-Line IP desktop phone. With HD Voice Built in PoE, Microbrowser & Backlit display Compatible Partner platforms. Administrator/Reception/Executive SoundPoint 650 6-line IP desktop phone with PoE support. Backlight display, HD Audio, USB port How to choose: Select Phones based on type of user and required functionality Lobby/Break Room SoundPoint IP 335 2-line SIP desktop phone with HDVoice
- 15. 15 Cordless Telephone (CT) Basestation and one phone Up to 5 additional phones per base station
- 16. 16 Customer Premises Topology •EarthLink provides and manages all premises based equipment and IP Phones associated with our Hosted Voice Solutions • IP Phones allow for PC’s to be connected on the same customer provided cabling IAD & Ethernet Switch IP Phone IP Phone IP Phone IP Phone Customer Premises Computer Computer Battery Backup Computer
- 17. 17 Hosted Voice NetworkTopology Connectivity solutions should be based on type of customer facility and bandwidth requirements.
- 18. 18 Hosted Voice SeatTypes How to choose your seat? •Basic Seats – For shared or public phones (no Voicemail) •Standard Seats – For users who do not required communication outside of the office, mobile integration or call routing •Premium Seat – For users who need advanced tools for productivity including mobile integration, more storage capacity for voicemail, fax & contacts •Remote Worker = Premium Seat for individual users who work from home or any fixed location outside the office Basic Seat Features Call Hold Call Forward Call Park Call Pickup Call Transfer Caller ID Name Caller ID Number Caller ID Blocking Do Not Disturb Three Way Calling Selective Call Acceptance Selective Call Forwarding Selective Call Rejection Anonymous Call Rejection Permissive Dialing Distinctive Ring Account Codes Speed Dial (8 or 30) Standard Seat Features Unified Voicemail Click-to-Dial Find-Me/Follow-Me CommPortal (Web) Call Hold Call Forward Call Park Call Pickup Call Transfer Caller ID Name Caller ID Number Caller ID Blocking Do Not Disturb Three Way Calling Selective Call Acceptance Selective Call Forwarding Selective Call Rejection Anonymous Call Rejection Permissive Dialing Distinctive Ring Account Codes Speed Dial (8 or 30) Premium Seat Features CommPortal Assistant (Desktop) Call Handling Schedule Outlook Integration CommPortal Contacts Click-to-Dial Remote Call Me Widget Call Jump Mobile Fuse Unified Voicemail Click-to-Dial Find-Me/Follow-Me CommPortal (Web) Call Hold Call Forward Call Park Call Pickup Call Transfer Caller ID Name Caller ID Number Caller ID Blocking Do Not Disturb Three Way Calling Anonymous Call Rejection Selective Call Acceptance Selective Call Forwarding Selective Call Rejection Permissive Dialing Distinctive Ring Account Codes Speed Dial (8 or 30)
- 19. 19 Key Hosted VoiceFeatures & Options Incoming Call Mgr. Dashboard Administrative User Phone Profile Editor Find Me / Follow Me ACD Auto Attendant Call Logs CommPortal Communicator (Soft Phone)
- 20. 20 Unified Voicemail andFax Feature Standard Premium General Off-Hours Greeting Future Delivery of Voicemail Voicemail to Email Voicemail/Fax Storage * 50MB 100MB 50MB Max Message Length 180 secs 180 secs 180 secs Unified Fax option option Live Message Screening Group Mailbox Mobile Fuse Mobile VM Notification Call Jump Announcement only Announcement with general mailbox Announcement with Operator asst • Basic Seat VM not included • Standard Seats include Standard VM • Premium Seats include Premium VM & Advanced Features • General VM – stand alone service – For use with Auto-Attendant as general mailbox – General Mailbox – greeting only for Main number – Directions to location – After Hours Unified Fax - Optional •Provides a separate phone number for inbound faxes only •Delivers faxes to your Communications Portal •Forward faxes as “.pdf” attachment to your email Unified Voice Mail Options: *Approximate Message Size = 1 MB per Minute
- 21. 21 Communications Portal • Web-basedinterface to manage system 1. Dashboard : provides a quick view of the most common functions 2. My Mobile configures “Mobile Fuse” 3. Messages & Calls : provides Call Logs, Voice Mail & Faxes 4. Contacts : provides a method for storing and retrieving contact details 5. Call Manager : allows customer to manage how incoming calls are handled 6. Apps download optional features 7. Settings : provides access to customize hosted services and features 1 2 3 4 5 6 7 *Communications Portal not available with Basic Seat
- 22. 22 Auto-Attendant • Answers callsand routes them according to customer preferences – Routing to: • Individual users • Groups • Remote locations • Mobile Users – Providing “big company” feel • Two options – Standard • 10 Options – Premium • 10 Options • 5 Sub-Options • Integrates w/ Hosted ACD 22
- 23. 23 Standard Offering •Includes 1to 10 levels of routing options •Only allows for users to add voice messages, no file upload available •Out of Office Hours scheduling •Custom Menu and announcement options •Dial-by-Extension Directory – Callers are played the administrator- defined extension options and may input an extension to reach the intended party. •Dial-by-Name Directory – Callers are played the administrator- defined name options and may select a name to reach the intended party. •Administration Via Telephony User Interface (TUI) or Graphical User Interface (GUI) via the Web Auto Attendant Premium Offering •Includes 1 to 10 levels of routing options •Adds up to 5 sub-options •Out of Office Hours and Holiday scheduling •Allows Customer to upload custom message files •Dial-by-Extension Directory – Callers are played the administrator- defined extension options and may input an extension to reach the intended party. •Dial-by-Name Directory – Callers are played the administrator- defined name options and may select a name to reach the intended party. •Administration Via Telephony User Interface (TUI) or Graphical User Interface (GUI) via the Web
- 24. 24 ACD Feature Suite GeneralFeatures • Auto Attendant routing to a specific queue • CDR Retention and Storage • Remote Agent support • Customized message while caller is on hold in queue • Zero out from queue to voicemail for message storage and retrieval Agent Routing Plans • Skill based call routing (SBR) • NPA NXX routing • DNIS based routing • Direct Department calling (DDC) • Uniform Call Distribution (UCD)
- 25. 25 ACD Feature Suite Agent(GUI) • User Name and Password secured Login / Logout • Active / Idle Status and Busy – Ready indicator • Last call time and date • Number of calls currently in queue • Transfer calls to another queue (4 digit extension) • Whisper message to agent identifying queue & hold time Queue Supervisor (Supervisors GUI) • Real Time Reporting • Agent Search • Listing of Agents/Agents within a specific queue • Queue monitoring w/real time displays • Real time call monitoring w/ whisper
- 26. 26 ACD Feature Suite CustomerDefined Selections • Number of Queues • Number of Agents in each queue • Maximum number of calls holding in each queue • Customer designated call routing • Customer specified “Zero Out” routing destination • Agent assignment to a specific queue or to multiple queues • Multiple queues assigned to a single IP Handset • Maximum hold time while holding in queue
- 27. 27 CommPortal (BG) -Administrative • The BG Admin portal is an admin interface that allows customers to manage business groups. • Customers can manage individual lines and phones, adjust MADN and MLHG (hunt groups), program extensions and short codes. • Customers have real-time access to adjust and record Auto-Attendant and Music on Hold services. • A minimum of one administrator is required for each account. Additional administrators can be assigned by the customer after turn-up.
- 28. 28 Find Me /Follow Me Never miss important calls! Your Mobile Your Desk Phone Home Phone Route calls from your number to multiple numbers • Simultaneous • Sequential • Time of Day
- 29. 29 CommPortal Assistant -Premium • Lightweight application installed on subscriber’s PC — Downloaded from CommPortal – Apps tab • One-click access to key telephony features from taskbar — Instantly accessible, regardless of other applications currently in use • Features include: — Search contacts, with option to launch click-to-dial call — MS Outlook synchronization — Search corporate directory — Instant ComPortal launch — Control features such as Call Forwarding, Do Not Disturb, etc. — Control settings on Incoming Call Manager — Incoming VM/Fax message popup — Incoming call popup with call handling options
- 30. 30 Incoming Call Manager- Premium • Manage and route calls from your desktop – Send to voicemail – Route to another phone – Route to pre-defined number Improve productivity and response 30
- 31. 31 Incoming Call Manager- Premium 31
- 32. 32 Fused IP DeskPhone / Cell Phone Voice Mailbox - Premium • A single Voice Mailbox for both Cell Phone and IP Desk Phone • CommPortal walks users through migrating from their Mobile voicemail service with simple steps • Subscribers benefit from single voice mail box Unified Mailbo x
- 33. 33 • Free CallingBetween Customer’s Sites • Customers can build abbreviated dial plans from 4-10 digits • Eliminates a Significant % Of LD Costs For a Typical Multi-Location Customer Company A (Site to Site): Denver, CO Company A: Dallas, TX Company B: Charlotte, NC Company B (Site to Site): Rochester, NY Site-to-Site Calling Note: Each site must subscribe to any EarthLink’s Voice Services
- 34. 34 CommPortal Communicator -Premium • Soft Phone – Load onto laptop – Use your laptop as your office phone
- 35. 35 • Converged Minutesis the Hosted Voice Long Distance Plan – 1500 Long Distance Only Minutes per service location • Additional 1000 minute buckets available • Minutes can be shared between multiple locations OR – 1500 Shared Long Distance and Mobile Minutes • Adds an additional 500 minutes to bundle for each mobile line • Additional 1000 minute buckets available • Minutes can be shared between multiple locations – Converged Minutes is for domestic LD, including Toll Free • International is offered under a separate rate plan – International dialing permissions are blocked by default – Customer may opt to enable International dialing Long Distance Options
- 36. 36 Service Bundle Options •Each Hosted Voice service is composed of any or all of the following options at no additional charge – One Toll Free Number – 250 MB POP email accounts included • Up to 50 with T-1 and above access • Up to 10 with DSL access – Expanded Calling Service Available – One Domain Name Registration – 6 to16 Usable Static IP Addresses included (Additional available) • Features included: – Abbreviated dialing – 4 to 10 digits – Available at single site or multi-site
- 37. 37 Configuring or ChangingYour Phone Do It Yourself !
- 38. 38 Hosted Voice CustomerTraining On–Site Training Virtual Training 38
- 39. 39 Traditional Phone SystemSupport Model Think of the support and maintenance issues for a traditional phone system that business owners have to worry about and the possible negative impact on their company’s bottom line. • Third Party required for hardware • Third party required for software • Third party for MACD • Unavailability of needed features and functions • 5 to 7 years usage before it becomes obsolete • Capital requirements for initial purchase for replacement system at “End of Life”. • Expensive “In-House” technical support. • Expensive floor space utilized for equipment • Possible system downtime during a power outage or catastrophic event.
- 40. 40 Hosted Voice Benefits FeaturesAdvantages Benefits One Provider Solution One Number to call for service and support issues – ONE company accountability. Improved Efficiencies/Saves Time Abbreviated Dialing Global Centrex, 4-10 digit dialing between domestic or international locations. Improved Efficiencies/Saves Time Hosted PBX Platform Reallocate IT Staff and Cut Third Party Costs. Reduced Costs LD & Local Calling Site to Site Calling / EarthLink In-Network customers and converged calling minutes included. Reduced Costs Ongoing Support Managed Hosted Voice Service. Software & Firmware Upgrades. Eliminates Third Party Costs (new feature releases & additional applications). Reduced Costs Scalable / Easy MAC Pay As you grow: Add Seats, IP Phones, Broadband, Locations or additional services as needed. Reduced Costs Electronic Fax .pdf documents distributed via email / CommPortal. Increases Productivity / Saves Time / Reduced Costs Unified Messaging Voice, email, and electronic fax Integration into a Single Platform. Improved Efficiencies/ Saves Time Single Cable Run 10/100 Ethernet port into Phone and an Output Port for a PC. (GIG-E option available) Reduced Costs IP Phones Aastra, Polycom – Industries Leading IP Phones Maintained by EarthLink. Improved Efficiencies/ Saves Time CPE Industry Leading CPE, POE Switch, IP Phones, Battery Backup Improved Efficiencies/ Reduced Costs
- 41. 41 Hosted Voice Benefits FeaturesAdvantages Benefits Training Included On Site or Virtual training. Improved Efficiencies/ Saves Time Find Me/Follow Me Never miss a call again because the system will find you! Flexible user options. One Number to Dial Improved Efficiencies/ Saves Time Administrative Portal (BG) More administrative control than with system located at customer premises. Improved Efficiencies/ Saves Time CommPortal (User) Anytime, anywhere, anyplace complete call management for user (Call logs and Call Routing). Improved Efficiencies/ Saves Time Platform Upgrades Instant access to the latest and greatest features and functions automatically. (No EOL) Reduced Costs Call Logs Visual logs of missed, received and placed calls for reference or single button dial back Improved Efficiencies/ Saves Time Minimal Capital Investment Low to No CAPEX vs. OPEX Reduces costs Imported Call Directory Anywhere, any time, anyplace access to your imported corporate directory. Improved Effectiveness / Saves Time ACD Affordable Inbound call routing to skill based agents. Available Call reporting, monitoring and MOH. Better customer service / Better Retention, Continued Revenue Auto Attendant Automated routing of Inbound calls Better customer service / Better Retention, Continued Revenue
- 42. 42 How Does Hosted Voice StackUp? Latest Technology Enterprise Features Unified Communications Total Cost of Ownership System Flexibility Ease of Management Time to Add Features Time to Move Phones Capital Outlay Maintenance Costs Simplistic & Efficient Cost of Upgrade & Expand Cisco, Infinera, Redback, MetaSwitch Included Auto Attendant & ACD Voice Mail & E-fax Pay-as-you-Grow Easy MACs Minutes Minutes $ / Low $ / Low Easy to Use Zero (0) /Low Connect Multiple Locations Simple The POWER of Hosted Voice