product handbook - morecom · wholesale hosted communications (whc) and shall not be published or...

Product Handbook

Wholesale Hosted Communications

(WHC 3.0)

February 2018

2

WHC Product Handbook – WHC 3.0

Confidentiality

All information in this document is provided in confidence as per the terms and conditions of

Wholesale Hosted Communications (WHC) and shall not be published or disclosed wholly or in part

to any other party without BT’s prior permission in writing. These obligations shall not apply to

information which is published or becomes known legitimately from some source other than BT.

Version Control

This document is controlled and issued by the BT Wholesale (BTW) Product Manager. Please ensure

that you have the latest version of this document, existing Communications Providers (CP) can

download this from the WHC Document Centre, and new customers should check with their Account

Managers.

Description of change Issue Date

Published version for launch Final 1.0 04 July 2017

In support of Release BG+:

• Updated with G722 Default Codec

• Update firewall guide in line with RPS

launch

All changes can be seen via Track Changes. If you

do not want to see the changes you can either

‘Accept’ all changes or change Review option to

‘No Markup’.

Final 2.0

14 August 2017

In support of Release BH Plus:

• Updated Document Centre section based

on new updated UI and folder structure

• Updated table of available documents (no

track changes available on this one).




‘No Markup’.

Final 3.0

09 October 2017

In support of Release BI

• Updated Call Centers feature

Final 4.0 13 November 2017

3


• Updated Call Forward Selective with

Holiday Schedules

• Updated Holiday Schedules with Bank

Holiday addition

General Updates:

• Updated firewall table with SIPT

• Corrected SIPT User feature matrix

including adding Call Centre in

• Updated FMS section

• Updated Connectivity section to support

BYON

• Updated Available Documents section




‘No Markup’.

In support of Release BI Plus:

• Added Auto Attendant Plus




‘No Markup’.

Final 5.0

09 December 2017

In support of Release BJ Plus:

• Added Shared Call Apperance 20 and

Multiple Call Arrangement




‘No Markup’.

Please note, this guide has been published ahead

of the release, therefore highlighted changes are

only effective from Saturday 10 February 2018,

Final 6.0

07 February 2018

4


Table of Contents

Confidentiality ........................................................................................................ 2

Version Control ...................................................................................................... 2

Introduction ............................................................................................................ 9

The Proposition .................................................................................................................. 9

What is Unified Communications? ...................................................................................... 9

Delivering IP Communications from the Cloud .................................................................. 10

What technology drives WHC? ......................................................................................... 11

WHC Product Relationships ............................................................................................. 11

WHC 1.0 vs 2.0 ............................................................................................................. 12

WHC 2.0 vs 3.0 ............................................................................................................. 12

WHC Components ........................................................................................................ 12

Service Establishment ......................................................................................... 15

Establishment Process – Parent Reseller ......................................................................... 15

Establishment Process – Sub-Reseller and Dealer ........................................................... 15

Establishment Process – Super Reseller (inc Child Reseller) ........................................... 16

Credit Vetting Policy ......................................................................................................... 16

Terms & Conditions (Contract) ......................................................................................... 17

Customer Requirements Form (CRF) ............................................................................... 17

Parent Reseller ............................................................................................................. 17

Sub-Reseller and Dealer ............................................................................................... 17

Super Reseller (inc Child Reseller) ................................................................................ 18

Branding Options .............................................................................................................. 18

Parent Reseller ............................................................................................................. 18

Sub-Reseller ................................................................................................................. 18

Dealer ........................................................................................................................... 19

Super Reseller/Child Reseller ........................................................................................ 19

Training ............................................................................................................................ 19

Welcome to WHC - Introductory Webinar ...................................................................... 20

WHC E-Learning Modules ............................................................................................. 20

WHC Webinar – Pre-Lab Session 1 .............................................................................. 21

WHC Lab – 1 Day Face-to-Face ................................................................................... 21

Training Room Facilities and Requirements .................................................................. 22

Refresher Training ......................................................................................................... 22

Provisioning, Configuration & Support ............................................................. 24

Provisioning on Business Zone ......................................................................................... 24

Configuring Features on Business Portal .......................................................................... 27

Provisioning on Business Portal .................................................................................... 28

Raising Faults or Queries on Business Zone .................................................................... 29

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Document Centre – Wholesale Hosted Communications .............................................. 30

Fault Diagnostics .............................................................................................................. 30

Browsers ....................................................................................................................... 30

Fraud Management System ............................................................................................. 31

Features and Applications .................................................................................. 32

Features Matrix - Company .............................................................................................. 32

Feature Descriptions - Company ................................................................................... 33

Features Matrix – Site ...................................................................................................... 37

Feature Descriptions - Site ............................................................................................ 39

Features Matrix – User ..................................................................................................... 53

SIPT Trunking User ....................................................................................................... 53

Centrex/SIPT Functional User ....................................................................................... 53

Centrex/SIPT Fixed User ............................................................................................... 53

Centrex/SIPT Mobile User ............................................................................................. 54

Feature Descriptions - User ........................................................................................... 58

Calls – Voice & Video .......................................................................................... 77

Voice Calls ....................................................................................................................... 77

On Net Voice ................................................................................................................. 77

Off Net Voice ................................................................................................................. 78

Video ................................................................................................................................ 78

On Net Video ................................................................................................................. 78

Number Management .......................................................................................... 79

New Numbers ................................................................................................................... 79

Number Porting - Imports ................................................................................................. 79

Single Line .................................................................................................................... 80

Multi-Line....................................................................................................................... 80

Directory Enquiries Entrys .................................................................................. 81

Pricing and Billing ............................................................................................................. 83

Additional Information .................................................................................................... 85

IP Connectivity ..................................................................................................... 86

Publically Addressed Networks ......................................................................................... 86

DSL Internet Connectivity – Broadband Complete with Optional Router ........................ 86

Dedicated Internet Access (DIA) – Internet Connect UK (formerly BTnet) ..................... 87

DSL Bandwidth Calculations & Considerations ............................................................. 88

Other Public Addressed Products .................................................................................. 89

BT Peering with Other Public Addressed Products ........................................................ 89

Bring Your Own Network (BYON) ..................................................................................... 90

General Connectivity Requirements ................................................................................. 90

Customer Premise Equipment (CPE) ................................................................. 92

Authorised Equipment List ................................................................................................ 92

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CPE Available to Purchase ............................................................................................... 92

IP Phones...................................................................................................................... 92

Accessories ................................................................................................................... 93

Headsets ....................................................................................................................... 93

ADSL/FTTC Router/Modems......................................................................................... 94

Distribution of CPE – IP Phones, Headsets & Accessories ............................................... 95

Stocking Levels ............................................................................................................. 95

Configuration ................................................................................................................. 95

Labelling & Packaging ................................................................................................... 95

Order Cut-Off Times ...................................................................................................... 96

Delivery Agent ............................................................................................................... 96

Undelivered Items ......................................................................................................... 96

IP Phone and Accessories - Dead on Arrivals (DOA) & Warranty Replacements .......... 97

Headsets and Jabra Accessories - Dead on Arrivals (DOA) & Warranty Replacements

...................................................................................................................................... 97

Distribution of CPE – ADSL/FTTC Routers/Modems ........................................................ 97

Stocking Levels ............................................................................................................. 97

Configuration ................................................................................................................. 97

Labelling & Packaging ................................................................................................... 98

Order Cut-Off Times ...................................................................................................... 98

Delivery Agent ............................................................................................................... 98

Undelivered Items ......................................................................................................... 98

ADSL/FTP Routers - Dead on Arrivals (DOA) & Warranty Replacements ..................... 98

Document Centre ................................................................................................. 99

Applying for Access to the Document Centre .................................................................... 99

Accessing the Document Centre .................................................................................... 103

Access the Document Centre during Order Placement................................................ 103

Access the Document Centre during Fault Placement ................................................. 105

Access the Document Centre from btwholesale.com ................................................... 106

Navigating the Document Centre .................................................................................... 109

Downloading Documents ................................................................................................ 111

Available Documents ...................................................................................................... 112

Support & Fault Handling .................................................................................. 121

Account Management Support ....................................................................................... 121

Helpdesk Support ........................................................................................................... 121

1st Line WHC Support (CP Responsibility) ................................................................... 121

2nd Line WHC Support (BTW Responsibility) ............................................................... 122

Severity of Faults ............................................................................................................ 122

Miscellaneous Support ................................................................................................... 123

Marketing & Roadmaps ..................................................................................... 124

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Collateral ........................................................................................................................ 124

Use of BT Brand - Guidance ........................................................................................... 124

Product Roadmaps/Releases ......................................................................................... 125

Technical Information ........................................................................................ 126

Platform Components ..................................................................................................... 126

Codecs & Bandwidth ...................................................................................................... 126

Hosted Centrex ........................................................................................................... 127

SIP Trunking ............................................................................................................... 127

Firewall & Security Guide ............................................................................................... 127

SIP ALG ...................................................................................................................... 128

CPE Port requirements................................................................................................ 128

Web Portal Port requirements ..................................................................................... 130

Application Port requirements...................................................................................... 131

Platform Redundancy & Upgrade Procedures ................................................ 132

Call Integrity & Platform Redundancy ............................................................................. 132

Centrex and SIP Trunking Endpoint Failover .................................................................. 132

End User Firewall Security ............................................................................................. 133

Platform Upgrade Procedures ........................................................................................ 133

Pricing ................................................................................................................. 134

Charging Tariffs and Tiers .............................................................................................. 134

Rate Cards Structure ...................................................................................................... 134

Service Establishment Pricing Sheet ........................................................................... 135

Centrex License & Add-Ons ........................................................................................ 135

SIP Trunking License & Add-Ons ................................................................................ 135

Numbering ................................................................................................................... 136

Calls ............................................................................................................................ 136

CPE ............................................................................................................................. 136

IP Connectivity ............................................................................................................ 137

Pricing Updates .............................................................................................................. 137

Price Changes ............................................................................................................. 137

New Product Introductions .......................................................................................... 138

Billing & Invoicing .............................................................................................. 139

Invoicing ......................................................................................................................... 139

Billing Reports ................................................................................................................ 139

Early Termination Charges ............................................................................................. 140

Service Exceptions ............................................................................................ 141

Dialler Restrictions .......................................................................................................... 141

Call Attempts per Second (CAPS) .................................................................................. 141

Number Management & Calling Plans ............................................................................ 141

Deploying SIPT Services into Emergency Call Handling Environments .......................... 142

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General Exceptions ........................................................................................................ 142

Miscellanous ...................................................................................................... 143

Service Cessation ........................................................................................................... 143

Complaints Handling ...................................................................................................... 143

9


Introduction

This handbook will provide a detailed overview of the Wholesale Hosted Communications (WHC)

proposition. However please note this information is not exhaustive and may refer out to other

relevant specialist documents, which will include various user guides.

The Proposition

Wholesale Hosted Communications is a white label communications service, based on a core

network that we manage to ensure the service is always available. It provides all the functionality of

a traditional telephone system plus more advanced functionality made possible through our central

cloud service, which includes video calling and mobile extension services. Business end users that

don’t have an onsite telephone system (PBX) can create Centrex sites using our cloud PBX

offering, or if they have an existing onsite PBX then they can create SIP Trunking sites. If they would

like to use both of these technologies in tandem, then they can create a Mixed Estate site using a

blended variant. With online access to self-configuration portals – one for you and one for your end

users – to make changes as needed, it provides a highly flexible solution.

A flexible unified communications service; it can be tailored to the needs of any size of customer,

large or small. The complete proposition includes lines, calls, numbers, phones and connectivity,

available as bundles or separate components, with a variety of term options to suit everyone. They

simply pick and choose advanced features to add to the HD Voice service, such as call logging,

calling plans, hunt groups, call handling, hot desking, Instant Messaging (IM), web collaboration and

Smartphone and tablet integration to significantly improve business efficiency. It helps to tie up all

your customers’ communications and boost your ‘Share of Wallet’.

Unified Communications (UC) is a huge selling opportunity. Not just because it's changing the way

people communicate, but also because it's changing the way people work. For fast, low-risk entry to

this rapidly growing market, all you need is our Wholesale Hosted Communications (WHC) solution.

What is Unified Communications?

UC is about integrating many different communications services together, usually under one common

service offering. It can be made up of different products but unified through a common interface such

as an ordering or feature management portal. UCs main purpose is to optimize business practices,

make communication simpler for businesses/users and offer a choice of how to communicate.

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A UC solution will use either all or some of the segments from the diagram above and these elements

will work in harmony with each other over the core telephony service. IP communications makes UC

more attainable to all businesses through the use of cloud services.

Delivering IP Communications from the Cloud

The cloud involves the delivery of communications as a service rather than a product, whereby shared

resources, telephony features and software can be provided to businesses and Users as a Utility over

the internet. The core processing engine and its associated services, are run and operated from a

location that does not belong to the user of the service. Instead the service is run from a series of

data centres, geographically spread for resilience, and the users of the service access the service by

connecting into the platform via a direct or indirect internet connection.

As the cloud communications are accessible from the internet, it means, anywhere there is internet

connectivity, whether wired or wireless, a user is able to use the service, from a variety of internet

capable devices. This provides flexibility and allows multiple geographically spread offices, including

homeworkers, to use and be a part of the same communications network.

Users of cloud services benefit from being part of a community that has different requirements and

perspectives. This drives a variety of requirements into the cloud owners research and development

teams, who can then take forward new ideas, which all members of the community benefit from. It

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also means new service features can be rolled out quickly, without the need to update or install new

software onto customer owned systems. Instead new features can be made available to all users

simultaneously.

Being part of a cloud also provides redundancy which mitigates a business from losing their

communications in the event of disaster. For example a localised event, such as a fire, at a business

premises, will not destroy the communications service, as this is located in a datacentre. It also

means the users of this communication service can continue to use this from alternative office

locations, including at home. For the business this means a limited impact on their business.

What technology drives WHC?

The technologies behind WHC can be referred to by any of the following:

• Centrex - Hosted Centrex, Hosted IP Centrex, IP Centrex, IP Telephony, Hosted VoIP and

Cloud PBX. BTW refer to this as both Hosted IP Centrex and Hosted Centrex.

• SIP Trunking – SIPT, SIP-T, Trunking, IP Trunking, Hosted SIP and Hosted SIPT. BTW

refer to this as both Hosted SIP Trunking and SIPT.

The term Hosted refers to a product delivered as a service from the cloud and outsourced to a 3rd

party, which is exactly what Centrex does. Despite SIPT using a local onsite PBX, it can still be

referred to as Hosted, as a number of functions and features sit above this and within the WHC cloud.

With WHC, CPs can operate as an independent provider but with the benefit of a service that

is backed and run by BTW. This means they do not need to build, invest in or manage complex IP

UC networks. Instead they can concentrate on selling the UC service and managing their customer

relationships whilst BTW runs the overall network and invests in innovative new technologies to meet

the rapidly evolving UC market.

WHC Product Relationships

WHC is similar to BTW’ s IP Voice Services (IPVS) product, but is the new and improved next

generation version of this product. IPVS still exists as a product and will continue to run but we are

advancing plans to migrate users of IPVS to WHC. Both products use the same underlying Centrex

and SIPT switching technology from Broadsoft, but WHC provides a single ordering portal, where

IPVS uses a plethora of different portals.

WHC sits alongside BTW’s TDM product, Wholesale Calls (WSC), and provides CPs with the

opportunity to provide both TDM and IP telephony services to their customers. WHC is not to be

confused with our BTW IP Exchange (IPX) product. WHC provides a managed UC communication

service, which use the same backbone as IPX. IPX however is a carrier interconnect proposition

used by WHC competitors to provide call break-in and break-out out for their own equivalent service.

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WHC 1.0 vs 2.0

As described above, IPVS was our very first Broadsoft product that we launched in December 2009

and worked with a 3rd party to deliver the network and series of portals, complimented by some

additional BT portals for numbering and CPE. IPVS is still in existence today and will continue to be.

In August 2014 we evolved IPVS into WHC 1.0 whereby we integrated all of the various portals into

one single ordering/fault management portal on www.btwholesale.com, complemented by a new and

improved feature management portal. WHC allowed a single integrated order to be placed and

completed in near real-time, still using a 3rd party network hosted by Broadsoft (what was HIPCOM)

on our behalf.

In July 2016, WHC 1.0 evolved into WHC 2.0 and the main difference is the Broadsoft application

servers were insourced and sits inside BT’s 21cn network. With WHC 2.0, a number of new features

were added. All new resellers from late 2016 were automatically established onto WHC 2.0 and

existing resellers were offered the opportunity to co-exist on both variants, until such time as we agree

a migration of users from WHC 1.0 to 3.0 (see below) with each CP. Co-existence meant that all new

Company set-ups went onto WHC 2.0, but existing Companies were still managed on WHC 1.0.

WHC 2.0 vs 3.0

From May 2017, WHC 2.0 is evolving into WHC 3.0 and the main difference is that we are simply

adding SIP Trunking as a capability, dropping the term ‘Centrex’ from the name and replacing with

‘Communications’. In addition from July 2017, all new developments are only going onto WHC 3.0

as we invest in the long-term strategic product. All new resellers from May/June 2017 will be

automatically established onto WHC 3.0. Existing resellers will be contacted with an uplift and

migration plan to move them onto WHC 3.0.

WHC Components

WHC is made up of a number of components that need to be bundled together to provide a solution

to the User of the service. All of these components can be purchased from BTW via our single

ordering portal.

The core components of a Centrex solution are:

• Centrex Lines – user feature packs

• Numbers – new & ported

• Calls – voice & video calls

• IP connectivity - ADSL

http://www.btwholesale.com/

13


• CPE – IP phones, Headsets and Accessories

• Add-ons – bolt on packs to provide improved functionality

The core components of a SIPT solution are:

• SIP Trunks – group of 1 or more channels

• SIP Trunk Channels – each concurrent call available on the Trunk

• SIPT Lines – user feature packs

• Numbers – new & ported

• Calls – voice & video calls

• IP connectivity - ADSL

• Add-ons – bolt on packs to provide improved functionality

The following items are provided as standard, meaning a CP cannot use an alternative:

• Trunks

• Lines

• Numbers

• Add-ons

• Calls

The following items are optional and a CP can source their own components if they wish. However

they are available to order from the single order journey at commercially beneficial rates.

• IP Connectivity

• CPE – Phones or Headsets (Centrex only)

In addition to the above, a CP will need to ensure the following is in place:

• Structured cabling to support their Users LAN

• Router/s to terminate the IP connectivity line

• Ethernet switches to enable multiple phones to be connected

• Enough bandwidth to support the required amount of concurrent calls

14


• PBX for SIP Trunking

15


Service Establishment

CPs (Parent Resellers) looking to resell the WHC proposition, will need to run through our service

establishment process in order to gain access to the service. Likewise, CPs looking to set-up Sub-

Reseller or Dealer accounts for their indirect customers will need to also go through Service

Establishment for these individual accounts. Please note dealers and sub-reseller requests can only

be started once the initial parent has been set-up.

CP’s looking to allow their Resellers to place and manage their own orders on our systems will need

to agree this with their Account Managers and meet a set criteria.

The Service establishment process allows us to name/brand the service as follows:

• CPs

• Sub-resellers in some instances

• CP’s Child Reseller

The process will also train your agents on how to order/use the service, and ensure you know how to

support the product.

Establishment Process – Parent Reseller

Service establishment starts from the moment a CP decides to take the proposition forward. This will

occur once you have gone through our formal sales engagement model, i.e. demonstrations etc.

Once this has been agreed the following documents need to be completed:

• Credit Vet Pro-Forma – provides forecasting and Companies House details to enable a

financial health check.

• Terms and Conditions – contracts the CP to the service.

• Customer Requirements Form (CRF) – provides the required information to enable us to

create your customised Wholesale Hosted Communications service.

Establishment Process – Sub-Reseller and Dealer

Service establishment for a Sub-Reseller or Dealer will start the moment a CP submits a specific CRF

to set one of these up.

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Establishment Process – Super Reseller (inc Child Reseller)

Super Reseller allows a Parents own resellers to access and place orders on Business Zones. This

is not available as standard and is only offered as part of a bespoke contract which includes agreed

targets. Please contact your account manager if you would like to discuss this in further detail.

Service establishment for Super Reseller starts from the moment a CP decides to take the proposition

forward and once bespoke contacts have been concluded. Once this has been agreed the following

documents need to be completed:

• Credit Vet Pro-Forma – provides forecasting and Companies House details to enable a

financial health check.

• Bespoke Terms and Conditions – contracts the CP to the service with agreed targets*.

• Customer Requirements Form (CRF) – provides the required information to enable us to

create your customised Wholesale Hosted Communications service.

As part of the Super Reseller Establishment process, a ‘Super Reseller Child Reseller’ CRF will also

be released to allow you to set-up and create your resellers on our systems. This will only be handed

over once the Super Reseller process has been completed.

Credit Vetting Policy

Before contracting with any CP BTW will need to run a financial health check (credit vet) to ensure

everything is in order and meets our requirements to trade. This is standard practice for all BTW

products.

In the vast majority of situations these health checks are succesful, but in some circumstances we

may require you to pay a holding deposit before we can proceed with the rest of the establishment

process. If this is the case then your Account Manage will talk you through this procedure.

For further information on the Credit Vet policy please view the BT Wholesale Credit Vetting Policy

available at www.btwholesale.com. In order for BTW to run a credit vet we require the following

details:

• Companies House name

• Companies House number

• Forecasted User take-up

In order to gather this information you will be required to complete the ‘Credit Vet Pro-Forma’,

supplied by your Account Manager. Once we have a completed copy of this form we will be able to

provide the results within 5 WD’s.


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Terms & Conditions (Contract)

Once the Credit Vet has been cleared, the terms and conditions will be released to you for signature.

The process for completing the contract requires you to sign first, before BTW countersigns to execute

the contract. This process takes a maximum of 15 WD’s to process from start to finish.

Customer Requirements Form (CRF)

Once the contract has been signed, the CRF will be released to you and a call will be held to explain

the document and its contents. The call will also talk through the key documents that underpin the

CRF, which will need reviewing to enable the document to be completed correctly. The majority of

the back-up documents are branding related so it will be necessary for you to engage your marketing

teams to aid completion.

All of the CRF’s below, need to be completed by the CP and passed back to BT.

Parent Reseller

The CRF is a small Microsoft Excel document, which requests key information to enable us to create

each CPs unique service. You should allow up to 10 WD’s to complete this document. Once

completed and returned to BTW, this will be validated within 2 WD’s to ensure we have the required

data. Providing this is correct, our Service Establishment Team will then commence with the creation

of the service, which will take 25 WD’s. During this process there will need to be a regular exchange

of information between our Service Establishment team and each CP.

Sub-Reseller and Dealer

Once you are established on our systems and have completed your own Service Creation, you will

be able to access our Document Centre whereby you will be able to download the following:

• Sub-Reseller CRF

• Dealer CRF

These CRF’s are a smaller cut-down version of the original Parent CRF that you completed. You

should allow up to 10 WD’s to complete this document. Once completed and returned to BTW, this

will be validated within 2 WD’s to ensure we have the required data. Providing this is correct, our

Service Establishment Team will then commence with the creation of the service, which will take 25

WD’s.

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Super Reseller (inc Child Reseller)

The CRF is a small Microsoft Excel document, which requests key information to enable us to create

each CPs unique service. You should allow up to 10 WD’s to complete this document. Once

completed and returned to BTW, this will be validated within 2 WD’s to ensure we have the required

data. Providing this is correct, our Service Establishment Team will then commence with the creation

of the service, which will take 25 WD’s. During this process there will need to be a regular exchange

of information between our Service Establishment team and each CP.

A Child Reseller CRF takes the same amount of time as identified above, and can only be submitted

once the initial Super Reseller has been established.

Branding Options

WHC is a white-label service that enables each CP to brand and name the service to create their own

identity in the market - BT and BTW are not referenced. The elements that can be branded are

dependent on the level of CRF that is being created and is described below.

Parent Reseller

The elements that can be branded are:

• Name of the service – includes name, logo, description and contact details which will appear

on the welcome emails we send to your users. This information also appears on the end

user configuration portal.

• Configuration portal – this portal is used by your administrators, your Users administrators

and their users to manage the service. This portal has a default neutrally branded look and

feel, or can be branded to the specification of each CP, i.e. add logo, change colour pallet.

Further information on the branding options can be viewed in the separate guides, available from

within the CRF, or from our Document Support Centre (existing CPs only).

Sub-Reseller

The branded elements of a Sub-Reseller are a cut-down version of the main parent branding. The

elements that can be branded are:




19


• Configuration portal – this portal, when accessed by your sub-resellers end-users, can

either use the exiting Parent brand or can just use the standard neutral brand. Please note

it cannot be branded with sub-reseller logos or colour palettes.

Dealer

There are no branding options available for a Dealer, they simply inherit of branding from the Parent

offering.

Super Reseller/Child Reseller

The elements that can be branded are:




• Configuration portal – this portal is used by your administrators, your Users administrators

and their users to manage the service. This portal has a default neutrally branded look and

feel, or can be branded to the specification of each CP, i.e. add logo, change colour pallet.

Further information on the branding options can be viewed in the separate guides, available from

within the CRF, or from our Document Support Centre (existing CPs only).

Training

To ensure CP’s fully understand how to order and manage the WHC service, we provide a structured

and staggered series of training activities delivered via webinars, online training courses and a face-

2-face session. Once a Reseller Parent CRF has been submitted the following activities will take

place:

• Introductory Webinar

• Access provided to E-Learning modules

• Pre-Lab Webinars

• 1 Day Lab Training Course

Our Service Establishment and Training team will liaise with you during the service establishment

window to organise dates for each of these sessions. At the end of the series of courses the trained

agents will be fully proficient in creating Hosted Centrex and Hosted SIPT services and managing the

service.

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Please note, we only train the Parent Reseller, all other training must be delivered by the CP.

Welcome to WHC - Introductory Webinar

This is a pre-service establishment webinar, completed whilst we are building your service, and takes

place once the CRF has been submitted and accepted. The main goal of this 2 hour webinar is to

introduce you to the portals you will be using on the product, and covered in later training sessions.

During this webinar we will discuss and give a brief demo of the following portals:

• btwholesale.com

o Business Zone

▪ Ordering WHC Hosted Centrex and Hosted SIPT services

▪ Porting numbers to WHC

▪ Raising Faults on WHC

o Checking inventory

o Access documents

o Accessing support videos

• Service Assurance Fault Diagnostics

• Business Portal Feature Management

o Features

• Voice Recording

• Call Analytics

WHC E-Learning Modules

At the end of the introductory webinar you will be provided secure access to our online e-learning

training modules, accessed from our One Academy site:

• https://www.btwholesale.com/pages/static/help-and-support/training.htm

These online modules cover the following main categories and you should allow 1 hour maximum for

each module. Modules can be completed in one sitting or saved and returned to later.

• Product overview – allow 30mins for completion

• Number portability overview - allow 60mins for completion

• Ordering systems - allow 45mins for completion

https://www.btwholesale.com/pages/static/help-and-support/training.htm

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• System features - allow 60mins for completion

• System faults - allow 45mins for completion

• Fraud Management System (FMS) - allow 45mins for completion

It is mandatory that these online modules are completed before the next sessions. If these have not

been completed beforehand, and registered on our systems as incomplete, the subsequent sessions

will be delayed.

WHC Webinar – Pre-Lab Session 1

One week prior to the organised face-to-face lab session we will hold a webinar that may last up to 3

hours. The purpose of this call is check learning and prepare for an effective 1 day training session.

During this webinar we will:

• Set objectives for the call and subsequent lab session

• WHC E-Learning modules recap

• Get the agents to place a full order on our lab system:

o Create Company

o Order Numbers

o Create Site

o Create Users

WHC Lab – 1 Day Face-to-Face

In the run-up to this course the agents would have now had plenty of exposure to the products and

features, including live order placement, allowing focused attention on feature confirmation at this

session. During this session we will:

• Walk through Site & User Features

• Provide agents with real-life Company scenarios and:

• Design the solution

• Talk through the solution

• Apply the solution onto the feature management portal

• Walk through Faulting Diagnostics and:

• Raise a fault

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• Diagnose a fault

This training session will begin at 9.00 and finish by 17.00.

Training Room Facilities and Requirements

As training is being provided at your site, we need the facilities to be able to support the following to

ensure we can train correctly:

• Large presentation screen or data projector.

• Large conference table, or similar (to accommodate attendees and phones, laptops, hubs

etc). Horse shoe’ arrangement of table is preferred.

• Whiteboard and flipchart with correct pens and wipers.

• Laptop (or PC) with Administrator rights for each attendee preferred, or 1 between two is

acceptable. PCs/Laptops will need to be able to connect to the same network as the phones

in the training environment for correct operation of Wireshark and our applications.

• Any proxy server settings required for the corporate network should be disabled and laptops

set to ‘automatically obtain an IP address’

• Un-configured Ethernet Switch (minimum 8 ports).

• 1 x ordinary ADSL line attached to router which has SIP ALG disabled. If this is not able to

be supplied an unrestricted internet connection outside the corporate network with the SIP

ALG disabled will suffice.

• The network port patched through to the training room (if the router is not present) must issue

multiple private IP addresses by DHCP.

• The connection into the ADSL line and network port will need to be ‘wired’ to allow IP phones

to be plugged in.

• Minimum of 4 power points are required per equipment station (PC & Phone). Equipment

stations are issued 1 between 2 for a class of 8 attendees.

Refresher Training

We recognise that the time lag between training and the placement of a live order can result in some

personnel needing a refresher on some elements of order placement. To aid this you have access

to:

• Online E-Learning Modules

• Video Tutorials

23


If you require further face-to-face training, then this can be arranged but will incur a daily training

charge, as detailed in the pricing charge books.

24


Provisioning, Configuration & Support

WHC is predominantly ordered and managed by our CPs directly from the portals that we provide.

Our Business Zone portal is used to place orders and track faults, with some additional ordering

capabilities available on our feature management portal. All feature management is done on our

default or CP branded Business Portal.

Orders placed onto Business Zone are placed directly into the appropriate systems for delivery with

no manual intervention. This real-time transacting means that services are turned on very quickly,

for example the creation of a user is typically completed in less than 5 minutes once the order is

submitted. Voice Recording and Call Analytics are the only exception to the above as the initial order

for these are done on an order form, but later in 2017 these will be fully automated into Business

Zone. Even items such as phones that need to be physically shipped are dispatched the same day

if submitted before 2pm, then delivered the following working day.

A small number of SIP devices require additional configuration on the WHC platform which can take

up to 2 days to be completed. These devices are identified as ‘Static devices’ in the WHC Authorised

Equipment List available from the document centre.

Once a service has been turned on, configuration of a feature is also completed in real-time from the

Business Portal, Setting up a user’s Simultaneous Ring or creating a business Hunt Group is done

by filling in a couple of parameters and hitting submit - the resulting update is typically made in less

than 5 seconds.

Provisioning on Business Zone

Once the one-time service establishment process has been completed, CPs will be able to create as

many User businesses (Company, Sites & Users) as they like from Business Zone. This portal is

BTW branded and should only be used by the CPs. The below image shows the Business Zone

landing page and is where agents initiate orders from.

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Business Zone will allow order entry agents to conduct the following activities:

• Provide Order (place new order), including on behalf of Sub-Resellers and Dealers

• Add Order (add to existing order), including on behalf of Sub-Resellers and Dealers

• Modify Asset (make changes to an existing asset within an order), including on behalf of Sub-

Resellers and Dealers

• Cease Order (cease an existing order), including on behalf of Sub-Resellers and Dealers

• Import Numbers (porting), including Single Line and Multi-Line

• View Inventory (view completed orders)

• Diagnose Faults by linking through to our Service Assurance portal

• Raise Faults (tickets), including faults and queries

• Review online video tutorials that cover; Provide, Modify, Cease, Add, Porting and faults

To create a Company with Sites and Users, a CP will be guided through the order journey on Business

Zone via a series of logical and sequential screens. These order screens have been designed in

such a way that they are clear, simple and backed-up by onscreen tooltips to ensure an agent knows

how to complete an order. Likewise the agent will be presented with user guide videos when they

first log onto the order journey and they can pull these up at any time.

Business Zone will allow CP order entry agents to:

• Initiate a number porting request

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• Set-up a new company

• Set-up numbers (order new numbers & add in ported numbers)

• Set-up a site

• Set-up IP connectivity - Managed Broadband

• Set-Up users with IP phones either one at a time or using bulk import

The screenshot below depicts these logical steps:

The use of Business Zone for ordering is covered in full at the mandatory training session, backed up

with usability videos (available during the order journey), and supported by a detailed user guide,

available from the Document Centre.

Business Zone, through the ticketing system and an order form, will also allow CP order entry agents

to:

• Request Voice Recording to be turned on for Site/s

• Request Call Analytics to be turned on for a Company

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Each CP has access to their full inventory from Business Zone using a quick view inventory browser.

This browser not only details the orders, it enables your agents to easily modify, cease, or raise a

fault at an asset level, i.e. raise fault against a specific user.

Configuring Features on Business Portal

Once an order has been placed and completed on Business Zone, management and configuration

of features is undertaken via the Business Portal (BP). The BP is available as either a neutrally

branded portal or can be CP branded. The BP is used by the CP, CP Sub-Resellers or Dealers, and

their Users to manage and control the features of the service. A screenshot of the BP, available to a

Company Administrator (CP’s end user administrator) can be seen below. This is based on the

neutrally branded portal.

A screenshot of the BP, available to users (CP’s end users) can also be seen below. This is based

on the neutrally branded portal.

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The BP provides 4 levels of access:

• Super Reseller/CP Administrator – users of Business Zone will be able to use their same

login credentials to access the BP and will have access to all services and features for all

their resellers or customers. This is typically used by CP Administrators to administer Site

features on behalf of their customers. CP Administrator is also give to Sub-Reseller and

Dealer accounts.

• Company Administrator – typically used by a CPs Company Administrator such as an IT

manager. It enables the user to administer and manage all sites within the company they are

assigned to. A Company Administrator is only able to make non-chargeable changes, i.e.

configure the features their CP Administrator has set-up.

• Group Administrator – typically used by end user department administrators. Enables the

user to only administer and manage the sites/groups that the Company Administrator has

assigned to them. A Group Administrator is only able to make non-chargeable changes, i.e.

configure the features their CP Administrator has set-up.

• End User – used by the end user to manage their personal features. The BP gives Company

Administrators the ability to manage their own features, reducing costs for the CP and

empowering their customers. For Users it gives complete control and flexibility on how they

use their portion of the service.

The use of the BP for feature configuration is covered in full at the mandatory training session and

supported by a detailed user guides, available from the Document Centre.

Provisioning on Business Portal

As standard, each CP administrator on the Business Portal is set-up with ordering rights which allows

ordering of the following components:

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• User Core Licenses excluding phone ordering

• User Add-Ons (includes Voice Recording)

• User Voice Recording – this is the only portal used for enabling Voice Recording against a

User

This capability also allows:

• Add New Users up to an upper limit set by the CP on Business Zone

• Add New Add-Ons

• Modification of existing Users licenses

• Cessation of existing Users licenses

Modification and Ceases can be done quickly and simply in the Business Portal but it needs to be

recognised that there are not as many safety controls in here. If these activities are done on Business

Zone, there are more steps, thus ensuring an agent cannot accidentally Cease something. For this

reason we recommend that Modify and Ceases should only be carried out on Business Zone.

Where a CP wishes too, they can assign ordering rights to enable Business Portal Company and

Group Administrators to be able to manager User ordering. Ordering rights covers the following

components:

• User Core Licenses

• User Add-Ons (includes Voice Recording)

• User Voice Recording – this is the only portal used for enabling Voice Recording against a

User

This capability if switched on from Business Zone, will allow a Business Portal Company Administrator

to:

• Add New Users up to an upper limit set by the CP on Business Zone

• Add New Add-Ons

• Modify existing Users licenses

• Cease and existing Users licenses

CP’s can choose to turn this on or off on a per Company basis and it can be modified at any time.

Raising Faults or Queries on Business Zone

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CPs are required to undertake all 1st line support to their end customers. We will provide 2nd and 3rd

line support direct to our customer only. To aid your customer service centres we provide the

following support tools:

• Access to a Document Centre which has a number of useful support documents

• Access to a Fault Diagnostics portal which enables real-time fault diagnosis.

• Access to a fault ticketing system to raise faults or queries, backed up by a phone number

directed to a skilled helpdesk.

All of the above activities are initiated from Business Zone.

Document Centre – Wholesale Hosted Communications

There are a number of documents available to a CPs ordering and support agents. All of these

documents can be taken and used as a basis for your own documentation. Available documents

include:

• Portal user guides

• Feature user guides

• CPE guides

• Authorised Equipment List

Fault Diagnostics

The system provides access to current and historical information on their Users service. Some

examples of the types of activities that can be undertaken on the diagnostics portal are:

• Call Monitoring – Monitors completed call SIP traffic.

• Registration Viewer – Check user is registered correctly for service.

• User Calls Call Viewer – Monitors all recent calls.

• Device Viewer – Check end user devices and firmware levels.

• Audio Quality – Monitors the quality of audio streams providing MOS scores.

• Message Flow - On demand graphical SIP ladder call views.

• HTML and text file Reports – On demand HTML and text files exports.

Browsers

Users will need to use one of the following browsers:

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• Microsoft Internet Explorer: 9.0 (and above)

• Mozilla Firefox: 13.0 (and above)

• Google Chrome: 11.0 (and above)

Fraud Management System

Our Fraud Management System (FMS) is provided at no additional charge to give you and your End

Customer piece of mind against toll fraud. FMS is a signalling based analytics tool which analyses

traffic flows in near real-time. It uses rules to monitor call trends in order to identify unusual calling

patterns and generates alerts to the CP when an end users service is suspected of being

compromised. Auto-barring linked to a fraud rule being triggered will only bars high risk call types

(international / PRS), allowing customer business to function while the fraud is investigated. In

addition, FMS also offers daily, weekly and monthly credit management functionality.

We provide an FMS portal for CPs with the following functionality:

• Dashboard of alerts and incidents

• Ability to opt a customer service in/out of auto barring

• Manage alerts

• Bar and unbar a customer service

• Set daily, weekly or monthly credit limits

Please refer to the “Fraud Management System Application User Guide”, available in the WHC

Document Centre for further details.

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Features and Applications

The majority of features and applications are delivered directly from our Broadsoft softswitch and

provide your Users with their communications features. We bundle these features into various feature

packages (Site and User Feature Packs), which in effect becomes the line rental package. We also

make chargeable add-ons/bolt-ons available to add to a Line pack to enhance its capability.

Features Matrix - Company

There are no Company packs as such, but some features are enabled at a Company level and then

applied to all Sites and Users. An example of this is our Call Analytics add-on or SIPT Enterprise

Trunking feature.

The following matrix provides an overview of the optional features available at a Company level,

which are applied to all Sites and Users. These features are chargeable; please refer to the WHC

terms and conditions for further details.

Optional Company Add-On Applications (Chargeable

per feature license)

Site Technology

Feature Name Centrex SIPT Mixed

Call Analytics** – iCS Insight Set-Up ✓ ✓ ✓

Call Analytics – iCS Insight Supervisor ✓ ✓ ✓

Call Analytics – iCS Insight Monitored User ✓ ✓ ✓

Call Analytics** – iCS Report Set-Up ✓ ✓ ✓

Call Analytics – iCS Report Supervisor ✓ ✓ ✓

Call Analytics – iCS Report Monitored User ✓ ✓ ✓

Call Analytics** – iCS Report Premier Set-Up ✓ ✓ ✓

Call Analytics – iCS Report Premier Supervisor ✓ ✓ ✓

Call Analytics – iCS Report Premier Monitored User ✓ ✓ ✓

Call Analytics – iCS Report Premier – Contact Centre Agent ✓ ✓ ✓

Call Analytics – iCS Dashboard Supervisor ✓ ✓ ✓

Call Analytics – iCS Console User ✓ ✓ ✓

Enterprise Trunking ✓ ✓

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Feature Descriptions - Company

The following table provides a high-level overview on all of the Company features. For further detail

on the feature, its application and information on how to configure it, existing CP’s can download the

‘Call Analytics User guide’ from the Document Centre.

Additional Site Features Description

Call Analytics – iCS Insight Enables businesses to use web portal to review all of their

call statistics in near-time from pre-defined dashboard

and/or wallboards.

The dashboard provides visual call activity, updated every

15 minutes, which includes:

• Hourly/daily call distribution

• Call activity by DDI/extension/user

• Missed call summary

• Unreturned missed calls by caller ID

The wallboard provides a number of pre-configured visual

displays which include:

• DDI summary

• User summary

• Business summary

Each setup requires 1 mandatory supervisor admin login to

be allocated.

This feature can only be added to a Customers Company by

a CP administrator submitting an order form as a P4 ticket

on the Business Zones ticketing system. It is then operated

by authorised Company or Group administrators in the Call

Analytics portal.

Call Analytics – iCS Insight

Supervisor

One supervisor is assigned by default and this admin login

will have access to all functionality for this product. This is a

single login but can be shared amongst users.

Call Analytics – iCS Insight

Monitored User

Once this pack has been allocated to a Company, by default,

all Users are monitored and their call statistics captured.

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Call Analytics – iCS Report Enables businesses to use web portal to review all of their

call statistics in near-time using pre-defined or customisable

reports, dashboard and/or wallboards.

iCS Report offers additional reports, dashboards and

wallboards on top of the iCS Insight product, as well as

offering customisation. iCS Report also provides a reporting

function and the following additional functions:

• Schedule reports for ‘yesterday’, ‘last week’, ‘last

month’ or use custom dates.

• Browse an extensive catalogue of reports or use

filters to customise your own. Report on call activity

by extension, department, hunt group, DDI and

user, including total calls, destination, talktime and

ringtime.

• Incoming call analytics measure call volumes,

targets, grade of service, percentage calls

answered, calls abandoned, longest waiting and

unreturned missed calls.

• Executive reports collate data from multiple reports,

and provide observations & recommended actions.

• Customised dashboards and wallboards.


be allocated.





Analytics portal.

Call Analytics – iCS Report

Supervisor




Additional login can be provided and enables a restricted

view to be set-up against departments or sites for other

users.

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Monitored User



Call Analytics – Report

Premier

Enables businesses to use a web portal to review all of their

call statistics in real-time using pre-defined or customisable

reports, dashboard and/or wallboards. Real-time provides

live call data,

The dashboard, wallboards and reporting function provides

the same functionality as the iCS Report product, but does

this in real-time and allows call centre queues and agents to

be monitored. With iCS Report Premier you get the following

additional functions:

• Real time reporting; live calls waiting and call

handling statistics by agent and ACD call queue.

• Report on total calls, destination, talktime, ringtime,

grade of service, percentage calls answered,

number of calls in queue, calls abandoned, longest

waiting and unreturned missed calls.

• At a glance dashboards and wallboards display

group performance parameters on a live tile.

• Live call statistics for queues and agents, such as

number / duration of calls and availability.

• Supervisor management tools including agent

presence monitoring.

• Review performance and use “what if” calculations

to forward plan contact centre agent shifts.


be allocated.





Analytics portal.

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Premier Supervisor




Additional login can be provided and enables a restricted

view to be set-up against departments or sites for other

users.


Premier Monitored User




Premier – Contact Centre

Agent

Enhances the User monitoring capability by reporting on a

Call Centre agent’s status and queue availability. Only

available on the Report Premier pack.

Call Analytics – iCS

Dashboard Supervisor

Allows a single user login to be set-up to access a users own

data.

Call Analytics – iCS Console

User

Can only be added where iCS Report or Report Premier

have been ordered. Provides a simple restricted view to just

the iCS Insight Dashboard, and not the other features that

come with these reporting packs.

Enterprise Trunking The Enterprise Trunks feature allows multiple Trunks

configured at sites across the Company to be linked together

to set up resilient call patterns along with a route exhaustion

policy.

Call distribution options are:

• Load Balancing

• Overflow

• Most Idle

• Least Idle

A SIPT or Mixed Site type is needed that has Trunk(s)

configured when placing the order in Business Zone.

See separate Company Feature guide for detailed

configuration information.

This feature can only be added to a Customer Company by

a CP administrator from Business Zone through selecting

the Premium channel type. It is then configurable by CP

administrators or Company administrators in the BP.

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Features Matrix – Site

There are 3 Site feature pack available to choose from when creating a Site:

• Centrex Site – offers Centrex functionality and uses our cloud PBX

• SIPT Site – offers SIPT functionality, connects to a local PBX and uses some of the cloud

PBX. Trunks with Channels are created as part of this build.

• Mixed Site – a combination allowing Centrex and SIPT users to be created

Selecting a Centrex site during an initial provision means you will not be asked unnecessary SIPT

questions. Likewise, selecting a SIPT site means you will not be asked any Centrex specific

questions. A Centrex or SIPT site can be easily modified to a Mixed site at a later date if required.

A Site pack contains a set of features that are set/managed by an administrator and inherited by a

User. They can be classified as a ‘Group’ set of functionality. Typically these features, once

configured, will set a global policy for all Users that sit under a site, i.e. Music on Hold. In some

instances, a Site feature can set a global policy for all Users, but can then be configured individually

for certain Users, i.e. International Call Barring.

In addition some Site features are capable of working across multiple sites, i.e. Hunt Groups. Further

detail on Site feature capabilities can be read in the sections to follow.

The following matrix provides an overview of the features available at a site level.

Group Features Site Technology

Feature Name Centrex SIPT Mixed

Account Codes ✓ ✓

Authorization Codes ✓ ✓

Auto Attendants inc Auto Attendant Plus ✓ ✓ ✓

Call Capacity Management ✓ ✓ ✓

Call Director ✓ ✓ ✓

Call Logging ✓ ✓ ✓

Call Park ✓ ✓

Call Pick Up Groups ✓ ✓

Calling Plans ✓ ✓ ✓

Company Contacts ✓ ✓ ✓

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Configurable Extension Dialling ✓ ✓

Configurable Feature Access Codes ✓ ✓

Custom Ringback Group ✓ ✓

Device Management ✓ ✓ ✓

Group Calling Line ID ✓ ✓ ✓

Group Contacts ✓ ✓ ✓

Group Paging ✓ ✓

Holiday Schedules ✓ ✓ ✓

Hunt Group inc Hunt Group Plus ✓ ✓

Music On Hold ✓ ✓

My Room Bridge ✓ ✓ ✓

Phone Services ✓ ✓

Series Completion ✓ ✓

Site Intercept ✓ ✓ ✓

Time Schedules ✓ ✓ ✓

Trunk Group inc Trunk Group Plus ✓ ✓

Voicemail ✓ ✓ ✓

Voice Portal ✓ ✓ ✓

Optional business applications can also be added to a site. These features are chargeable; please

refer to the WHC terms and conditions for further details.

Optional Site Add-On Applications (Chargeable

per feature license)

Site Technology

Level Centrex Centrex SIPT Mixed

Site Auto Attendant (additional) ✓ ✓ ✓

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Site Call Centres (ACD) inc. ACD Plus ✓ ✓ ✓

Site Voice Recording ✓ ✓ ✓

Site Voice Recording 30 Day Storage* ✓ ✓ ✓

Site Voice Recording 180 Day Storage* ✓ ✓ ✓

Site Voice Recording 7 Year Storage* ✓ ✓ ✓

*Voice recording storage is a global policy set for Sites that you create when you request Voice

Recording to be added. 30 Day Storage is not directly charged as it is the User license which incurs

the charge. However with 180 day and 7 year storage, this is charged per GB used across the site.

Feature Descriptions - Site

The following table provides a high-level overview on all of the Site features. . For further detail on

the feature, its application and information on how to configure it, existing CP’s can download the

‘Site Features Reseller Guide’ from the Document Centre.

Hosted Site Features

Account Codes

Enables businesses to track and allocate calls expenditure

to different departmental groups by prompting users for an

account code which can be between 2 to 14 digits long.

Please note that groups cannot have Account Codes and

Authorisation Codes enabled at the same time.

This feature is configurable by CP Administrators, Company

or Group administrators in the BP.

Authorisation Codes

Enables businesses to request a code before allowing the

completion of particular calls. These codes can be between

2 to 14 digits in length.

Please note that groups cannot have Authorisation Codes

and Account Codes enabled at the same time.



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Auto Attendants inc Auto

Attendant Plus

Enables businesses to have an automated receptionist

answer calls, providing a personalized message to callers

with options for connecting to:

• Departments (i.e. 1 for sales, 2 for support)

• Extension users

• Operator

Please note the Auto Attendant does not queue calls or

provide comfort music/announcements. Businesses

requiring this will need to add a Call Centre ACD onto each

option that requires alternative queuing/announcements.

Included within this feature is a ‘Plus’ pack that enables

enhanced call forwarding functionality which includes:

• Alternate Numbers

• Call Forwarding Always

• Call Forwarding Selective

• Do Not Disturb

• Selective Call Acceptance

• Selective Call Rejection

• Voicemail



Call Capacity Management Enables Customers to limit the call traffic associated with

individual groups/sites by limiting the number of

simultaneous calls that can be made to or from customer

premises.

Customers can leverage this capability to ensure the

available bandwidth for any given site is not exceeded nor

impacts call quality.

This feature is initially created by a CP Administrator on

Business Zone and subsequent groups can be added in the

BP.

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Call Director Enables users to evoke a number of FMC solutions which

includes:

• Make ‘One Number’ calls from any device

• Receive ‘One Number’ calls on multiple devices

(SIM Ring)

• Control when secondary devices can be called

• Seamless transfer calls between devices

To set this feature up a central ‘Call Director’ portal has to

first be established at a Site level.



Call Logger Enables Customers to monitor, view and compare real-

time/historical call records across their Company, Site and

Users. Also enables Users to see the same statistics but for

their own traffic.

Records are displayed in a simple graph and all data can be

exported to a CSV file.

Call Logger allows a Customer to monitor and categorise the

following call types:

• International

• Premium Rate

• Non Geographic

• Mobile

• National

• Off-Net

• On-Net

This feature is used by CP Administrators, Company, or

Group administrators in the BP as well as Users.

Call Park Enables a user to hold a call and to retrieve it from another

phone station within the group.



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Call Pickup Groups Enables a user to answer any ringing line within their pick up

group.



Calling Plans Enables administrators to block specified incoming calls to

their company, department and/or individual users by

number type.

Enables administrators to block users from making certain

types of outgoing calls by number type. Typically outgoing

call types to International and Premium rate numbers are

blocked. Also enables them to link Authorization codes to

outgoing calls and/or have calls transferred to a nominated

department to connect calls.



Company Contacts Enables administrators to create custom contact directories

that contain all or a subset of Users from the Company. This

directory pulls the details from existing Users on the platform

built under the specified Company.



Configurable Extension

Dialling

Enables users at different sites to call one another using

abbreviated dealing instead of requiring their whole public

number to be dialled. This can range between two to six

digits in length.

This feature is only configurable by CP administrators in

Business Zone.

Configurable Feature Access

Codes

Provides administrators with the option to specify the feature

codes (i.e. star codes) associated with their services (e.g.,

Last Number Redial, Call Return) via the Group web portal.

Administrators have the option to configure two different

feature access codes for the same service. For example,

*69 and #81 could both be used to enable Call Return.



43


Custom Ringback Group Enables an administrator to play alternative audio, in place

of ringing, to callers contacting either Users or Hunt Groups

on a Site.



Device Management Enables administrators to inventory their Integrated Access

Devices (IAD) and IP Phones.



Group Calling Line ID Enables users to present a single outbound Calling Line ID

(CLI) from within a site, for all users or a set of users,

including a single user. This feature will allow you to present

out UK Geographic or Non Geographic numbers, but does

exclude PRS and PNS numbers,



Group Contracts Enables administrators to create custom contact directories

that contain contacts (Name & Number) that are common to

the Site (e.g. Suppliers Customers etc.). This feature allows

external contacts, not on the WHC systems, to be imported

into the Directory.



Group Paging Enables administrators to create a tannoy service by

enabling a message to be sent/paged to multiple

users/devices. This is different to Push-to-Talk which is a

one to one paging service only.


or Group administrators in the BP

44


Holiday Schedule Enables administrators to build bespoke Holiday schedules

that can be associated with the Auto Attendant add-on

feature. A holiday schedule allows you to designate up to

twenty different date ranges as holiday periods.

The system as standard contains the following 3 pre-built

schedules; England & Wales, Northern Ireland and

Scotland.



45


Hunt Groups inc Hunt Group

Plus

Enables users within a group to be included in a specified

sub-group to handle incoming calls received by an assigned

Hunt Group phone number. Users assigned to a Hunt Group

can be located across different sites. Administrators can

choose from any of the following “hunt” schemes, each of

which rings the specified phones in a different manner:

• Regular sends calls to users in the order listed by

an administrator

• Circular sends calls to a user following on from the

last user to receive a call

• Uniform, send calls to a user that has been idle for

the longest time

• Simultaneous rings all of the users in the group

simultaneously; the first user to pick up the ringing

phone is connected.

• Weighted rings Members in a pseudo-random

fashion according to their relative weight/skillset

(configured as % by administrator).




• Call Forwarding Busy



• Custom Ringback User

• Do Not Disturb

• Pre-Alerting Announcement



• Voicemail



46


Music On Hold Enables businesses to upload an audio file (.wav file

containing music, advertising, etc.) to particular site and user

features, including:

• Call Centre ACD

• Call Hold

• Call Park



My Room Bridge

(Conferencing)

Enables users to view and manage their Audio Conferencing

settings (when they have taken UC Team Add-on pack),

including;

• Personal Audio Conferencing for up to 8 attendees

per conference.

• Provides one click access to the conference, the

ability to invite attendees and to manage active

conferences.

• End conference when Chairperson (you) departs

• Mute all attendees on entry

• Select an options for when attendees join/leave the

conference

This feature is configurable by CP administrators, Company


Phone Services Enables administrators to push Company and Group

Contacts to supported IP Handsets so that users can dial

contracts from the handset. Where both Company and

Group Contacts are pushed to these handsets, they will be

merged as one directory.



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Series Completion

Enables administrators to create a “call forward busy chain”.

Calls to lines that are busy will then forward to the next free

line using a pre-determined order, set by the administrator.



Site Intercept Enables incoming calls to a site to be intercepted and an

announcement can be played that provides alternate routing

options to callers. This feature is typically used to

decommission phone lines, either temporarily or

permanently and can be used to suspend service for non-

payment.

This feature is only configurable by CP administrators in the

BP.

Time Schedules Enables administrators to define time schedules that can be

applied to Site or User features. Typically used for

controlling Auto Attendants and other features outside of

business hours. Time schedule can be applied to:

• Auto Attendant

• Call Notify


• Distinctive and Priority Ringing





48


Trunks Enables a SIP device, such as an IP enabled PBX or media

gateway to be connected to the platform. Channels are

configured on the Trunk that enable users connected to the

PBX to make and receive external calls.

The Trunk can be configured with the following route

exhaustion policies that apply to the entire trunk and all

users:

• Call forwarding capacity exceeded

• Call forwarding destination unreachable

• Call forwarding always

The Trunk can be configured with the following route

exhaustion policies that apply to the entire trunk and all

users:

The following features are available on the Trunk number

only:

• Calling Line ID Blocking

• Calling Plans

• Voice Portal

See separate Site Feature Guide for detailed configuration

information.

A SIP Trunk is added to a Customer Site by a CP

administrator from Business Zone. It is then configurable by

CP administrators, Company or Group administrators in the

BP.

49


Trunk Group Plus Trunk Group Plus adds the following additional features to

the Trunks feature that can be applied to the Trunk number

only:


• Call Forwarding

• Call Forward Selective

• Do Not Disturb



• Voicemail

See separate Site Feature Guide for detailed configuration

information.

A SIP Trunk is added to a Customer Site by a CP



BP.

Voicemail Enables Administrators to configure whether Voicemail is

enabled or disabled for each Site, regardless of whether the

User has this feature in their license pack. By default this is

set to on.

This feature is configurable by CP Administrators in the BP.

Voice Portal Enables users to phone a central ‘Voice Services’ number ,

from any device/location, to configure and change certain

Site and User features The following features can be

changed:

• Auto Attendant greetings

• CommPilot Express profile



The following table provides further detail on what additional optional add-on features are available

to be added to the Hosted Centrex Site license.

Additional Site Features Description

50


Auto Attendants (Additional) Enables businesses to add an additional Auto Attendant

layer/s to their existing Auto Attendant.

This feature can only be added to a Customer Site by a CP



BP.

51


Call Centres (ACD) inc ACD

Plus

Enables business to have access to a very basic Call Centre

ACD service that allows incoming calls to be received by a

single phone number and distributed among a group of

users, or agents. The following basic functionality is

supported:

• Call Queuing with comfort announcements

• Comfort Announcements

• Estimated wait messages including queue position

and wait time, as well as different high volume

messages

• Overflow to alternate destinations for unanswered

and stranded calls

• Redirection of calls outside business hours

• Music on Hold

• Uniform call distribution

A statistics report is generated at the end of each day and

sent to e-mail addresses.

Please note this feature provides comfort music for one set

of agents only. Where the ACD is used behind an Auto

Attendant, one instance will be required for each Auto

Attendant option requiring a different comfort message/using

different agents.




• Call Forwarding Busy



• Do Not Disturb



• Voicemail

52


This feature can only be added to a Customer Site by a CP



BP.

Voice Recording 30 Days

Storage

Enables businesses to securely store their Users Voice

Recording for 30 days in the WHC Cloud. After 30 Days,

recordings will be deleted from the cloud. Before this

deletion period these recordings can be downloaded and

archived.

This feature can only be added to a Customers Site by a CP

administrator submitting an order form as a P4 ticket on the

Business Zones ticketing system. It is then operated by

authorised Company or Group administrators in the BP.

Voice Recording Enables an Administrator to prevent their users from

changing their own recording policy, i.e. stop a user turning

their recording setting off.



Voice Recording 180 Days

Storage


Recording for 180 days in the WHC Cloud. After 180 Days,



archived.





Voice Recording 7 Year

Storage


Recording for 7 Years in the WHC Cloud. After 7 Years,



archived.





53


Features Matrix – User

These features are set by a User and are personal to that particular user. This User has complete

control of how they interact with and configure the features based on their own preference or business

requirement. An administrator is able to configure these features on behalf of a User and they can

remove this feature on a per User basis if required. In some instances a feature may be part of an

application, or require and application to execute. Further detail on User feature capabilities can be

viewed in the sections to follow.

We have developed each packs based on a specific persona, or type of user, to enable you and your

customers to identify which package is most likely to suit their communications needs. These

personas are for guidance only and may not always match your customers’ needs so it is essential

that you understand the features available within each package.

SIPT Trunking User

Ideal for functional usage or where a PBX provides majority of the SIPT Users call features.

Similar feature pack as a SIPT Functional User, this user type allows quicker provision without the

need to capture each individuals contact details. The PBX provides the majority of the users call

features. Users are not able to access the configuration portal themselves and require an Admin to

control any Hosted SIPT features.

Centrex/SIPT Functional User

Ideal for functional usage or users that require a basic communications service.

By functional usage this could mean a lobby phone or a lift phone. Alternatively it could be for a User

that only uses their phone infrequently so they do not need the plethora of features available in the

other packs. The key feature not available in this pack is Voicemail. This pack is the second most

common pack and will suit at least 30% of all deployments.

Centrex/SIPT Fixed User

Ideal for users that work from a single fixed location with occasional homeworking.

By fixed usage this generally means that the User works from a single geographic location for the

majority of their working week. This feature pack has all the features of the Functional User but

54


benefits from various call forwarding features to ensure they never lose calls and Voicemail for

Centrex Users. This pack is the most common pack and will suit at least 60% of all deployments.

Centrex/SIPT Mobile User

Ideal for users that roam around the office or work from multiple locations.

By mobile usage this generally means that the User is regularly mobile and works between different

offices, likely to be their own company’s, as well as their customer’s offices. This feature pack has

all the features of the Fixed User but benefits from an inclusive set of softphone applications that work

on Smartphones. These applications enable the Users to make and receive calls on their single

business number, when away from their primary device. This pack also benefits from a Hot Desking

capability, allowing the User to log into other phones where WHC is deployed. This pack is the third

common pack and will suit at least 10% of all deployments.

The following matrix provides an overview of the features available at a User level. There are three

‘User’ license feature packs that can be provisioned for Centrex; Functional User, Fixed User and

Mobile User. For SIPT there are four types of ‘User’ license feature packs that can be provisioned;

Trunking User, Functional User, Fixed User and Mobile User. These are chargeable; please refer to

the WHC terms and conditions for further detail.

Personal User

Features

Centrex SIP Trunking

Feature Name Functional

User

Fixed

User

Mobile

User

Trunking

User

Functional

User

Fixed

User

Mobile

User

Additional Line ✓ ✓ ✓

Alternate Numbers ✓ ✓

Answer

Confirmation

✓ ✓

Anonymous Call

Rejection

✓ ✓

Automatic Callback ✓ ✓

Automatic

Hold/Retrieve

✓ ✓

Basic Call Logs ✓ ✓ ✓ ✓ ✓ ✓

55


Call Barge-in

Exempt

✓ ✓

Call Centres

(Agent)

✓ ✓ ✓ ✓ ✓ ✓

Call Director ✓ ✓ ✓ ✓

Call Forwarding

Always

✓ ✓ ✓ ✓ ✓

Call Forwarding

Busy

✓ ✓ ✓ ✓ ✓

Call Forwarding No

Answer

✓ ✓ ✓ ✓ ✓

Call Forwarding

Not Reachable

✓ ✓ ✓ ✓ ✓ ✓ ✓

Call Forward

Selective

✓ ✓

Call Hold ✓ ✓ ✓

Call Notify ✓ ✓

Call Park ✓ ✓ ✓

Call Pick Up

Groups

✓ ✓ ✓

Call Policies ✓ ✓ ✓

Call Return ✓ ✓ ✓

Call Transfer ✓ ✓ ✓

Call Waiting ✓ ✓ ✓ ✓ ✓ ✓ ✓

Calling Line ID

Blocking

✓ ✓ ✓ ✓ ✓ ✓ ✓

Calling Line ID

Delivery – External

Calling Line ID

Delivery

✓ ✓ ✓ ✓ ✓ ✓ ✓

56


Calling Line ID

Delivery – Internal

Calling Line ID

Delivery

✓ ✓ ✓ ✓ ✓ ✓ ✓

Client Call Control ✓ ✓ ✓ ✓ ✓ ✓

Comm Pilot

Express

✓ ✓

Connected Line

Identification

Restriction

Directed Call

Pickup with Barge

In

✓ ✓

Distinctive and

Priority Ringing

✓ ✓

Last Number

Redial

✓ ✓ ✓

Local Number

Dialling

✓ ✓ ✓

Do Not Disturb ✓ ✓

Hot Desking Host ✓ ✓

Hot Desking Guest ✓

Office UC for

Smartphone

✓ ✓

Office UC for

Tablet

✓ ✓

Personal Contacts ✓ ✓ ✓ ✓ ✓ ✓

Phone Services ✓ ✓ ✓

Pre-alerting

Announcement

✓ ✓

Push to Talk ✓ ✓

57


Remote Office ✓ ✓ ✓ ✓

Selective Call

Acceptance

✓ ✓

Selective Call

Rejection

✓ ✓

Sequential Ringing ✓ ✓

Simultaneous

Ringing

✓ ✓ ✓ ✓

Shared Call

Appearance 5

✓ ✓ ✓ ✓

Shared Call

Appearance 20 and

Multiple Call

Arrangement

✓ ✓

Speed Dial 8 ✓ ✓

Speed Dial 100 ✓ ✓

Time Schedule ✓ ✓ ✓ ✓ ✓ ✓

Three-Way Call ✓ ✓ ✓

Toolbar ✓ ✓

User Intercept ✓ ✓ ✓ ✓ ✓ ✓

Video Calling ✓ ✓ ✓

Voicemail

✓ ✓

Voice Portal ✓ ✓ ✓ ✓ ✓

Optional user applications can also be added to each user. These features are chargeable; please

refer to WHC terms and conditions for further detail.

Personal User

Features

Centrex SIP Trunking

58


Feature Name Functional

User

Fixed

User

Mobile

User

Trunking

User

Functional

User

Fixed

User

Mobile

User

Busy Lamp Field

(BLF)

✓ ✓

Fax Messaging ✓ ✓

Go Integrator DB

(CRM Connect)

✓ ✓ ✓ ✓ ✓ ✓

Go Integrator Lite

(CRM Connect)

✓ ✓ ✓ ✓ ✓ ✓

Office UC Desktop

inc. Skype for

Business Plug-in

✓ ✓ ✓ ✓ ✓ ✓

Reception Console

- Small Business

✓ ✓ ✓

Reception Console

- Enterprise

✓ ✓ ✓

UC Business inc.

Skype for

Business Plug-In

✓ ✓ ✓ ✓

UC Team inc. My

Room and Skype

for Business Plug-

In

✓ ✓ ✓ ✓

Voicemail ✓ ✓ ✓

Voice Recording

User

✓ ✓ ✓ ✓ ✓ ✓ ✓

Feature Descriptions - User

The following table provides a high-level overview on all of the User features. For further detail on

the feature, its application and information on how to configure it, existing CP’s can download the

‘User Features Reseller Guide’ from the Document Centre.

Please note that most of the User features can be controlled by the User of the service, using either

the BP or other call control applications, providing the feature is available to be configured. However

59


a user with an Administrator profile can choose to remove the ability for their Users to use or configure

particular features if required.

User Features Description

Additional Line Identity Enables a user to have more than 1 inbound/outbound line.

These additional lines can be added to an existing IP Phone

to provide the User with different identities.

This feature is configurable by CP Administrators in the BP.

Alternate Numbers Enables users to have up to ten 10 phone numbers and/or

extensions assigned to them. Normal ringing is provided for

incoming calls to the primary phone number and users have

the option of enabling a distinctive ring for calls to their

second and third phone numbers. For outgoing calls from

the user, the user’s primary phone number is the calling line

identity.

This feature is configurable by the User in the BP, but CP,

Company or Group administrators can remove this

functionality on a per user basis.

Answer Confirmation Enables users to accept or reject calls that are sent to other

devices when Call Director, Simultaneous Ring or

Sequential Ring feature is used. When a user does not

accept or answer a call, this feature ensures the call is

returned to the users WHC voicemail inbox, allowing them

to manage one voicemail service.

This feature can be turned on or off by the User in the BP

within the Simultaneous or Sequential Ringing feature set.

Anonymous Call Rejection Enables a user to reject calls from anonymous parties who

have explicitly restricted their Caller ID. Calling parties are

informed that the user cannot accept anonymous calls and

are asked to call back without withholding their number.


and Toolbar, but CP, Company or Group administrators can

remove this functionality on a per user basis.

60


Automatic Callback Enables users who receive a busy condition to monitor the

busy party and automatically establish the call when the

busy party becomes available. This service is only available

when calling within the same group.




Automatic Hold/Retrieve Enables users to automatically hold and retrieve incoming

calls without having to use a feature access code or flash

key. It is useful for users who manage a large volume of

incoming calls as it enables them to hold calls by simply

transferring them to dedicated parking stations. A dedicated

parking station is a separate user license reserved for

holding or retrieving calls.

This feature is configurable by the User in the BP. CP,



Basic Calls Log Enables users to view and dial from the following lists of

stored numbers: missed, received, and dialled. The Call Log

is only accessed through the optional add-on application;

Toolbar.

This feature is an inherent feature of the platform and is not

configurable, but CP, Company or Group administrators can


Call Barge-in Exempt Enables users to stop other users from being able to barge

in on calls when they have the ‘Directed Call Pick-up’ feature

enabled.




61


Call Centres (Agent) Enables users (agents) to use the Business Portal, IP

Phone, or soft clients to login/out of queues as well as

update their status.




Call Director Enables user to better manage calls when on the move

using the following FMC features:

• Make ‘One Number’ calls from any device

• Receive ‘One Number’ calls on multiple devices

(SIM Ring)

• Control when secondary devices can be called

• Seamless transfer calls between devices

When call Director is used, the separate Answer

Confirmation and Simultaneous Ring features do not need

to be used as they are inherent within this feature.

This feature is configurable by the User in the BP and Office

UC. CP, Company or Group administrators can remove this


Call Forwarding Always Enables a user to redirect all incoming calls to another phone

number. Users have the option to activate and deactivate

the service using one of the following options: BP, Toolbar,

Dialling a Feature Code.

This feature is configurable by the User in the BP, Toolbar

and Office UC. CP, Company or Group administrators can


Call Forwarding Busy Enables a user to redirect calls to another destination when

an incoming call encounters a busy condition. Users have

the option to activate and deactivate the service using one

of the following options: BP, Toolbar, Dialling a Feature

Code.




62


Call Forwarding No Answer Enables a user to redirect calls to another destination when

an incoming call is not answered within a specified number

of rings. Users have the option to activate and deactivate

the service using one of the following options: BP, Toolbar,

Dialling a Feature Code.




Call Forward Not Reachable Enables a user to proactively or reactively direct incoming

numbers to another telephone numbers if their normal

destination number is unreachable, This is a Disaster

Recovery (DR) feature that is generally used to mitigate

problems with access connectivity. Users have the option to

activate and deactivate the service using one of the following

options: BP.




Call Forward Selective Enables a user to define criteria that causes certain

incoming calls to be redirected to another destination, often

used with a Holiday or Time Schedule.




Call Hold (inc flash) Enables a user to place a call on hold.


configurable.

Call Notify Enables a user to define criteria that cause certain incoming

calls to trigger an email notification.




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Call Park Enables a user to hold a call and to retrieve it from another

phone station within the group.



Call Pickup Groups Enables a user to answer any ringing line within their pick up

group.



Call Policies Enables a user to allow or restrict whether they display their

number to on-net callers when they forward their call to

another number, i.e. Mobile number.




Call Return Enables a user to call the last party that called using a

feature code when using an analogue handset behind an

ATA.

This feature is not configurable; however a CP, Company or

Group administrator can remove this functionality on a per

user basis in the BP.

Call Transfer (Blind and

Consultative)

Enables a user to transfer a call to another user and offers

consultative or blind options. Consultative allows the user to

confer with the user before transferring and blind enables

automatic transfer of the call. Both methods can be done by

using one of the following options: IP Handset, Toolbar.




64


Call Waiting Enables a user to answer a call while already engaged on

another call. Users have the option to use the feature by

using one of the following options: Dialling a Feature Code,

Toolbar.


and Toolbar or by dealing a feature Access code. However

a CP, Company or Group administrator can remove this


Calling Line ID Delivery –

Blocking

Enables a user to block the delivery of their CLI to other

parties. This can be done on all calls or users can evoke a

feature code to allow delivery on certain calls.





External

Enables the delivery of an incoming caller’s identity which

can include the caller’s phone number and name, from

existing users of another site, or from outside the company.

This feature can be turned on or off by the end user in the

BP and Toolbar, but CP, Company or Group administrators

can remove this functionality on a per user basis.


Internal

Enables the delivery of an incoming caller’s identity which

can include the caller’s phone number and name, from

existing users within the same site.

This feature can be turned on or off by the end user in the

BP and Toolbar, but CP, Company or Group administrators

can remove this functionality on a per user basis.

Calling Name Retrieval Please note this feature is not supported and all references

to this on the BP will be removed in future code updates.

Client Call Control Enable users to control calls from WHC applications such as

CRM Connect or Toolbar. Users can then make, receive

and hold calls from these applications.




65


CommPilot Express in

Toolbar

Enables users to pre-configure multiple profiles for

managing incoming calls differently based on the user’s

status. This feature needs the Toolbar application add-on to

work. The following profiles are available:

• Available – In the Office

• Available – Out of the Office

• Busy

• Unavailable

Each profile includes preferences for managing relevant

incoming call functions.

It can be controlled using one of the following options:

Toolbar, Voice Portal. If a user elects to use CommPilot

Express, it will take preference over all of the other service

settings associated with processing incoming calls (Call

Forwarding Always etc.).




Connected Line Identification

Restriction

Enables a user to allow or restrict whether they display their

number to on-net callers when another person forwards a

call to them.




Directed Call Pickup with

Barge In

Enables users to also barge in on a call in progress, thereby

creating a three-way call. Administrators can configure

whether or not a warning tone is played when a barge-in

occurs.




66


Distinctive and Priority

Ringing

Enables users to set distinctive ringing tone for incoming

calls if they meet set criteria, which can be based on

Holiday/Time Schedules, or particular numbers.




Last Number Redial Enables users to redial the last number by using one of the

following options: IP Handset, Dialling a Feature Code,

Office UC soft clients or Toolbar.




Local Number Dialling Enables a user to make local calls within the same area

code, without having to dial the area code. This is based on

users with phone numbers on our platform sharing the same

area code of the recipient that they intend to dial, and has no

relevance to their actual geographic location.

This feature is not configurable but an Administrator can

block this using the Calling Plan feature.

Do Not Disturb Enables users to set an unavailable profile which will direct

all calls to voicemail using one of the following options: BP,

IP Handset, Dialling a Feature Code, or Toolbar.


Toolbar and Office UC. CP, Company or Group

administrators can remove this functionality on a per user

basis.

Hot Desking Host Enables a User device to be logged into and used as a Hot

Desk.

This feature needs to be turned on by a CP, Group or

Company administrator in the BP.

67


Hot Desking Guest Enables a user to temporarily associate their CLI and profile

onto another IP handset, allowing them to make and receive

calls from their number on this temporary device. The other

handset will need to be registered to a User license that has

Hot Desking Host enabled.

This feature can only be added to Users service offering by

a CP in Business Zone. It is then configurable by CP

administrators, Company or Group administrators and Users

in the BP or Voice Portal.

Office UC for Smartphone Enables user to make and receive voice and video calls,

using their WHC number, on Apple IOS and Google Android

IOS Smartphones. Users are able to use this device as

either a Primary or shared Secondary device.




in the application itself.

Office UC for Tablet Enables user to make and receive voice and video calls,

using their WHC number, on Apple and Android tablets.

Users are able to use this device as either a Primary or

shared Secondary device.





Personal Contacts

Enables administrators and users to create a custom contact

directory that contains a User’s personal list of contacts.

This feature is configurable by the User in the BP or Toolbar,

but CP, Company or Group administrators can remove this


68


Phone Services

Enables users to push Personal Contacts to supported IP

Handsets so that users can dial contracts from the handset.

It also enables a User to select which contacts it wants from

the Company Directory. Where Company, Group and

Personal Contacts are pushed to these handsets, they will

be merged as one directory.

This feature is configurable by the end user in the BP, but

CP, Company or Group administrators can remove this


Pre-alerting Announcement Enables a user to play a pre-announcement message to

callers, prior to alerting the user, and before any ringing is

heard.




Push-to-talk Enables user-to-user to place calls to other users within their

site and have the end device automatically answer the call

(intercom service). Users and administrators can define

accept and reject lists, which may include wildcards.




Remote Office Enables users to make and receive calls using their WHC

CLI from any location, regardless of device, so long as they

have an internet connection and access to any phone

handset. This feature needs the Toolbar application add-on

to work.

The feature will hijack a phone device to make and receive

calls on the user’s number, and all billable events appear

against the WHC user’s account. The toolbar is used to turn

on the feature and to tell the service which handset to dial

for incoming calls and then used to initiate outbound calls.


or Office UC. CP, Company or Group administrators can


69


Selective Call Acceptance Enables a user to define criteria for accepting calls either

based on Holiday/Time schedules or a per number basis.

Calls that do not meet these criteria are blocked and the

caller is informed that the user does not wish to receive the

call.




Selective Call Rejection Enables a user to define criteria for rejecting calls either

based on Holiday/Time schedules or a per number basis.

Calls that meet the criteria are blocked and the caller is

informed that the user does not wish to receive the call.




Sequential Ringing Enables users to define a “find-me” list of phone numbers

that are alerted sequentially for incoming calls that match

specified criteria. While the service searches for the user,

the calling party is provided with a greeting followed by

periodic comfort announcements.




Simultaneous Ring Enables users to have multiple phones ring simultaneously

when any calls are received on their WHC phone number.

The first phone to be answered is connected. For example,

calls to a user’s desk phone could also ring the user’s mobile

phone, in case the user is not at their desk.




70


Shared Call Appearance 5 Enables a user to share their WHC CLI across 5 different

additional devices, enabling them to receive calls on these

other devices. This feature is typically used in conjunction

with any of the Office UC applications and other handsets.

Outbound calls can be made from any of the configured

devices but only one call at a time is supported from a user’s

account.




Shared Call Appearance 20

& Multiple Call Arrangement

Enables a user to share their WHC CLI across 20 different

additional devices, enabling them to receive calls on these

other devices. This feature is typically used in conjunction

with any of the Office UC applications and other handsets.

With Multiple Call Arrangement, calls can be made from any

of the configured devices, allowing simultaneous calls from

each device.




Speed Dial – 8 Enables users to dial single digit codes or click-to-dial from

the Toolbar to call up to eight different numbers, such as

frequently dialled numbers or long strings of digits that are

hard to remember.




Speed Dial – 100 Enables users to dial double digit codes or click-to-dial from

the Toolbar to call up to 100 different numbers, such as

frequently dialled numbers or long strings of digits that are

hard to remember.




71


Time Schedules Enables users to select an existing time schedule, or create

a new one that they can then apply to their features. Time

schedule can be applied to:

• Auto Attendant

• Call Notify


• Distinctive and Priority Ringing






Three-Way Calling Enables a user to make a three-way call with two other

parties by using one of the following options: IP Handset,

Office UC soft clients or Toolbar.




Toolbar Enables a user to control calls and turn features on or off

from the Toolbar in Outlook, Internet Explorer or Firefox,

saving them the need to log into a portal. With the Toolbar

users have access to the main functionality of the service

and can control this at the click of a button.

The toolbar is especially useful for providing users with

advanced functionality, without exposing too much, or

confusing them by providing access to a website.

This feature is configurable by the User in the Toolbar

Application itself.

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User Intercept Enables the user to intercept incoming calls and play an

announcement that provides alternate routing options to

callers. This feature is typically used to decommission

phone lines, either temporarily or permanently.

This feature cannot be configured by end users but CP,

Company or Group administrators can configure on the

users behalf in the BP. A CP, Company or Group

administrator can also remove this functionality on a per user

basis.

Video Calling (On Net Point-

2-Point)

Enables two users under the same ‘Customer’ Group to

make and receive On Net Video calls using one of the

following soft clients: Office UC Smartphone, Office UC

Tablet and Office UC Desktop. Video calls can also be made

on a number of approved hardware IP phones, please see

the Authorised Equipment List in this document for a list of

these devices.

This feature is not configurable; any users with an approved

client will be able to make these Video Calls.

Voicemail Enables the user to have a voicemail service which they can

access from any device, as well as have all voicemails

emailed to a single email address as a .MP3 file.




Voice Portal Enables users to phone a central ‘Voice Services’ number ,

from any device/location, to configure and change certain

Site and User features The following features can be

changed:

• Auto Attendant greetings

• Automatically Login To Voice Portal from the Phone



The following table provides an overview on what optional add-on feature/applications are available

to be added to users.

73


User Add-Ons Description

Busy Lamp Field (BLF) Enables users to become receptionists when using a

hardware (sidecar) console that can be attached to an IP

phone. The BLF license enables this hardware to monitor

user’s status through a series of illuminated lights on the

sidecar.




in the BP.

Fax Messaging Enables users to receive faxes over email using a new

dedicated fax number.


a CP in Business Zone. CP, Company or Group

administrators can then configure in BP. The User can also

turn on or off in the BP.

Go Integrator DB (CRM

Connect)

Enables users to integrate call control into a number of CRM

systems, providing the following functionality:

• Automatic screen popping of customer files when

inbound calls are received

• Call Control from PC

• Click-to-dial from CRM file

In addition the application will allow:

• Configuration/control of a number of features

• Monitoring of a User’s presence status





74


Go Integrator Lite (CRM

Connect)

Enables users to integrate call control into Lotus Notes and

Microsoft Outlook, providing the following functionality:

• Automatic screen popping of customer contact

details from Lotus Notes and Microsoft Outlook

when inbound calls are received

• Call Control from PC

• Click-to-dial from Lotus Notes and Microsoft Outlook

In addition the application will allow:

• Configuration/control of a number of features

• Monitoring of a Users presence status





Office UC Desktop inc Skype

for Business Plug-In

Enables user to make and receive voice and video calls,

using their WHC number, on Personal Computers, Windows

and Apple based O/S. Users are able to use this device as

either a Primary or shared Secondary device.

Users that already use Microsoft Skype for Business or Lync

365 cloud version for Instant Messaging, can use our Skype

for Business plug-in application, available in this pack.





Reception Console - Small

Business

Enables users to become receptionists by providing them

with a web application that allows them to monitor users and

easily transfer calls. The console can actively monitor up to

30 users at a time.





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Reception Console -

Enterprise

Enables users to become receptionists by providing them

with a web application that allows them to monitor users and

easily transfer calls. The console can actively monitor up to

200 users at a time.





UC Business, inc. UC

Desktop application and

Skype for Business Plug-In

Enables users to have Instant Messaging (IM) and presence

from a desktop application. This application is the same

application used for Office UC Desktop., Please note this

bundle includes the UC Office Desktop application so you do

not need to order that separately.

This feature includes an inclusive desktop application that

enables:

• Voice and Video calling (including inbuilt softphone)

• Instant Messaging and presence

• Contacts and basic feature management





a CP in Business Zone. It is then configurable by Users in

the application itself.

*To use the smartphone application a user will need to use

a Mobile User pack.

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UC Team inc My Room inc.

UC Desktop application and

Skype for Business Plug-In

Enables users to have Instant Messaging (IM), presence,

desktop sharing and audio conferencing from a desktop.

This application is the same application used for Office UC

Desktop. Please note this bundle includes the UC Office

Desktop application so you do not need to order that

separately.

This feature includes an inclusive desktop application that

enables:

• Voice and Video calling (including inbuilt softphone)

• Instant Messaging and presence

• Contacts and basic feature management

• 8 person audio conferencing facility

• Desktop sharing





a CP in Business Zone. It is then configurable by Users in

the application itself.

Voicemail Enables SIPT users to have voicemail add their feature set.


a CP in Business Zone or Business Portal. It is then

configurable by CP administrators, Company or Group

administrators and Users in the application itself.

Voice Recording User Enables a User’s calls to be recorded and stored in a secure

cloud environment. The Voice Recording User add-on can

be added to all 3 User license types; Functional, Fixed and

Mobile.

A Voice Recording User will have their recordings stored for

either 30 days, 180 days or 7 years, depending on what

policy has been set-up on the initial order form.


a CP in Business Zone or Business Portal. It is then

configurable by Users in the application itself.

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Calls – Voice & Video

Our WHC proposition has calls provided as standard. CPs cannot use their own or another’s call

package as this is an intrinsic part of the proposition. The calls service enables Users to make and

receive calls to any number, based upon their Calling Plan settings. With the exception of Premium

Rate, all call destinations can be reached as standard, unless the Calling Plan is updated in the BP.

Premium rate can be unlocked in the BP if required.

Voice Calls

On Net Voice

WHC enables Users from multiple sites to make On Net voice calls directly between each other, either

on-site or off-site, without the call touching the legacy voice telecommunications network. This

enables BTW to offer these calls to you at zero cost as the number is routed via our cloud network to

its end destination and over your customer’s data networks, without ever touching the legacy voice

networks.

On Net calling will allow Users of the service to reduce their outlay on inter-company calls from any

geographic location. Whether using a fixed handset or a soft-client, so long as the User is connected

to a wired or wireless network, IP or 4G, then they can call any of their colleagues who are using

WHC, free of charge, anywhere in the world. The Office UC add-on applications enable existing

Smartphones, Tablets and PC’s to be used to make these On Net calls. Businesses with nomadic

workers, workers that travel internationally, and homeworkers can significantly benefit from On Net

Calling.

All calls made between BTW’s CP Users, i.e. BTW Customer A partition, will be zero rated, calls to

other WHC Users on another CP partition will be charged as an Off Net call. The added benefit of

On Net calling is that all of the IP handsets that we sell enable High Definition (HD) voice to be

transmitted between users. HD voice will not use any more bandwidth than a standard (G711 codec)

call placed on the network but will provide a true high quality voice conversation.

Please note calls made to Wholesale Hosted Centrex, 1.0 and 2.0, or to our sister product IPVS, and

vice-a-versa, are treated as On Net calls and zero rated, within the CP’s billing account.

Email [email protected] or call

0800 671 045

www.btwholesale.com

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Off Net Voice

When Users of the service make or receive voice calls from non IP networks,

PSTN/Mobile/International, or alternative IP networks, we utilise our IP Exchange (IPX) platform to

complete the call. IPX is used to bridge legacy and 21st century voice networks to enable any user

on any device and any network to make and receive calls.

Outgoing calls to non WHC numbers, PSTN/Mobile/International/other VoIP etc. are routed to the

WHC switches and then directly to IPX. This then routes the call out via BT and 3rd party networks

to ensure the call makes it to its end destination. Likewise incoming calls from non WHC Numbers

are routed into IPX’s number management system and then routed through the WHC platform to their

IP destination.

Off net calls are charged at a ‘Pence per Minute (PPM)’ call rate and benefit from lower tariffs

compared to more traditional voice call transportation products, except where an inclusive calls

package is taken. IPX is directly embedded into the WHC service so Customers do not need to worry

about how these calls are moved across the network. For Users of the service, calls are made and

received in the same way as they are today.

Video

On Net Video

WHC enables CP’s and their Users to make point-to-point, one-to-one, on-net video calls between

two parties. Both users need to be using one of the following video ready client applications available

from WHC:

• Office UC Desktop Softphone

• Office UC Smartphone Softphone

• Office UC Tablet

In addition to these soft-clients video calling is also enabled on the following IP handsets:

• Polycom VVX 500 (when used with an extra Polycom VVX USB camera)

• Polycom VVX 601 (when used with an extra Polycom VVX USB camera)

• Polycom VVX 1500

On Net video calling is available as standard at no extra cost on the applications and devices detailed

above but CP’s will need to be aware of the extra bandwidth required to make a video calls. As a

general rule of thumb, Video calls will use a maximum of 500kbps per call but depending on the

device used and quality selected may use less.

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Number Management

All Users require a public telephone number and some Site features require telephone numbers to

work correctly, i.e. Hunt Groups. CP’s are able to purchase new numbers from Business Zone and/or

arrange to port their Users existing telephone numbers.

New Numbers

Using Business Zone, a CP is able to request new geographic* numbers for a Company as part of

the single order journey. Contiguous blocks of up to 100 numbers can be ordered. However please

note, numbers added to a Company can only be moved between Sites and Users, and not between

Companies’, so please only order the numbers you require. New numbers are charged on a per

number basis; please refer to the pricing section of this document for further information.

New number requests will automatically present the next 5 available ranges to the CP, within a matter

of seconds. CP’s can then pick the block they wish to apply to the Company and then via the single

order journey allocate all or some of these numbers down to Sites and then Users. Please note,

numbers are only reserved for 12 hours, so Orders will need to be completed and submitted within

this time frame. Where numbers are added to a Company, Site or User and not submitted within 12

hours, these numbers will be returned to BTW.

As part of the single order journey on Business Zone we will we require end user location details to

be provided at the time of order. This enables both of us to comply with our PATS regulations, in

particular General Condition 4. We will use these details to activate the numbers and ensure the

Emergency Services database is provided with accurate address information in the event of an

emergency.

*Please note 0203 has now replaced 0207 and 0208 for new London number requests.

Number Porting - Imports

Using Business Zone, a CP is able to request geographic number(s) to be ported to the service.

Number porting has two variants; Single Line Porting (SL) and Multi-Line (ML) Porting.

Once numbers port requests have been placed and accepted by the Losing Communications Provider

(LCP), these numbers can be added to a Company, its Site (s) and Users. However please note they

should ideally not be activated against users until the port completion date. Number porting is

charged on a per request basis; please refer to the pricing section of this document for further

information.

Please note all quoted lead-times are the minimum amount of days required to progress the number

import. We recommend that you allow at least a further 3 days on top of these lead-times.

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Single Line

Single Line Porting typically caters for an individual line that terminates onto a socket where one

number is provided, i.e. a PSTN line. Where a single line number terminates onto a Feature line

service, for the purpose of porting, this is usually classed as a Multi-Line order.

Multi-Line

Multi-Line Porting caters for PBX groups or single lines that terminate on equipment, i.e. ISDN or 11+

single lines at a single address. There are three types of DDI porting requests that come under Multi-

Line requests:

• Multi-Line (30 Lines or Less) – is where main billing numbers and associated numbers

terminate on ML equipment, i.e. PBX. In this scenario the numbers have not been built as a

DDI range.

• Multi Line Simple DDI (31 Lines or greater) – is where an entire block of numbers is to be

ported over. This includes the main billing number and associated DDI’s.

• Multi-Line Complex DDI – as per Simple DDI but block is to be broken up, with some lines

being ported, some being ceased and some remaining on a TDM service such as ISDN.

The above lead-times are based on BT Openreach having a porting agreement in place with the

provider (CP) who is losing the number, losing CP (LCP). If this is not in place then please allow an

extra 80 days for service establishment to be setup. If you would like to check on whether we have

a particular agreement then you can raise a ticket on Business Zone.

Please note if you ask for a number to be ported from a another CP to WHC, the existing telephone

line for that number will cease as a result of the number being ported away from the service. Please

ensure that any DSL services are moved before a porting request is made.

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Directory Enquiries Entrys

We provide the ability for CP’s to add ‘New Numbers’, purchased through WHC, to our Directory

Management System (DMS), which in turn feeds all Directory Enquiries (DQ) service in the UK.

Alongside this, we also provide the capability to add, amend or cease existing Ported Numbers that

are used on the WHC service.

This capability ensures BT meets it obligation to General Condition 19, under section 45 of the

Communications Act 2003. Also in exceptional emergency circumstances the customers Directory

Information may be used by BT to perform an emergency service where a few specifically trained BT

Retail voice directory enquiry operators can connect authorities to ex-directory (XD) telephone

numbers held on the Database.

DMS is a single industry database that feeds all of the Directory Enquiries (DQ) products and contains

over 27 million records. DMS feeds traditional voice DQ services such as 118 xx voice services as

well as online web based services, and into printed BT Phonebooks.

When adding a phone number to the DMS, your end user will be able to determine the type of entry

they would like, which in turn decides what forms of media it is available to:

• DE: Directory Entry – listing will feed to all directory products including 118x voice, bureau,

online, CD-ROM or printed services. All Businesses should ideally have at least one DE

entry. Directory listings classified as main listings with a full postcode and an entry type of

DE may be entitled to a free of charge listing in the BT Phone Book.

• DQR: Directory Enquiry Record – listing will be available to 118 voice, online and tele-

appending/bureau services, but not available in printed services.

• XD/NC: Ex-Directory No Calls – listing will feed to 118 voice, online and tele-appending

services but the telephone number is withheld and calls will not be connected.

This Business listing can then have either a single number or a group of numbers assigned to it.

The minimum detail we will need to perform a listing is:

• Trading name

• Address with a locality

• Full postcode

• Telephone number

Once the entry type/media has been selected, the exact type of listing can then be chosen:

• DQ Main: This is simply the main number and address for the business. Main DQ entries

with full postcode and an entry type of DE may be entitled to a free of charge listing in the BT

Phone Book. Not all listings are suitable for inclusion in the BT Phone Book. For full details

please see BTs Directory Entry Entitlement Policy;

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http://www.thephonebook.bt.com/media/pdf/BT_Directory_Entry_Entitlement_Policy.pdf

• DQ Additional: Allows the same telephone number to be listed more than once.

• Special Phone Book Entries (SPBE) – These listing types are chargeable and allow you to

select a specific phone book to add the number to. Enhanced typefaces are available to help

with advertising the entry.

If your end user wishes to have any new numbers, acquired from us, advertised in the BT Phone

Book, then this will be classified as a SPBE. SPBEs can appear nationally in all BT Phone books, or

locally in the Phonebook covering the geographic area associated with the entry’s address. An SPBE

entry will appear in the phone book in the Business A-Z section. Please note if a telephone number

is ported to us and has a SPBE listing on DMS it will be ported 'as is' and charges will apply to you.

Further information is provided in the Pricing section further down.

In order to request any additions or changes you will need to download the order form shown below,

from our WHC Document Centre. Once you have completed this, it needs to be uploaded to our

Fault Ticketing system as a P4 ticket, which will be turned around in 5 working days. Guidance on

how to fill this is covered in the order form.

http://www.thephonebook.bt.com/media/pdf/BT_Directory_Entry_Entitlement_Policy.pdf

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Pricing and Billing

There is no charge for adding numbers to the Directory Management System (DMS) but SPBE entries

are chargeable. The SPBEs charges we provide to you are wholesale prices and you can add your

own margin to these.

An annual charge for each SPBE listing will apply from the publication cut-off date for the Phone

Book. CPs will be charged for SPBEs during the month after the Phone book the entry appears in is

published. Please refer to the following link to see the standard industry pricing for these services:

• http://www.bt.com/pricing/current/Exch_Lines_boo/0009_d0e1.htm#0009-d0e1

These prices appear in the WHC pricing files under the Numbering tab.

http://www.bt.com/pricing/current/Exch_Lines_boo/0009_d0e1.htm#0009-d0e1

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These charges will be billed for annually and will appear on the invoice under the Adjustments section.

Adjustments is a section of our invoice where we can enter manual charges and manual descriptions

for services.

As this is a manual entry it does not appear in the BBU specification but as stated above, we will send

an encrypted spreadsheet, by the 11th day of each month, to the Billing contact that we have listed in

our CRM system. A sample of what the email will look like can be seen below:

This contact will then have 5 WD’s to confirm whether or not they wish to remove these charges. A

sample report will be made available on the WHC Document Centre.

Please note when you port a number to us that has a SPBE listing, the responsibility for payment and

updates will move to yourself. Therefore during your sales cycle you need to ensure you check

whether your customer has an SPBE listings, and whether they wish to retain this going forward.

Prior to the annual renewal period we will email you an encrypted data file that confirms all entries

under your ownership, allowing you to update or remove these entries before charging occurs.

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Additional Information

• CPs must ensure they obtain the necessary consent under the Data Protection Act 1998, the

Privacy and Electronic Communications Regulations 2003, and any other relevant data

protection statutes or regulations to enable them to supply Customer Directory Information to

DMS.

• CPs and BT will ensure that the management of directory information complies with the Data

Protection Act 1998 and all other relevant regulation in the handling of customer data.

• CPs must ensure that any customer directory information supplied to DMS is comprehensive,

accurate, and up to date in accordance with its Customer’s requirements and that the Entry

Type (DE, DQR, or XD/NC) is clearly marked. For more information about entry types please

refer to the Order Form.

• BT will use best endeavours to ensure that the information provided by the CP is entered into

DMS as accurately and completely as possible.

• If BT receives a Data Subject Access Request (an individual exercises their right under the

Data Protection legislation to see what data is held on DMS for them) BT will provide details

of the directory listings held on DMS and will inform the CP at the earliest opportunity.

• BT will remove any directory entry from DMS if the CP is unable to confirm and warrant that

they are the owner of any trademarks, any copyright, or other related intellectual property

rights

• Due to the lifecycle of printed directories some customers’ directory entries may continue to

be present in directories (phonebooks) for an 18 month period after the listing has been

ceased from DMS. Similarly it may also be available in other directory enquiry facilities for a

short period.

• If BT receives a complaint or query relating to the data held on DMS, the details will be passed

on to the CP to resolve and/or to provide updated directory information. Similarly if inaccurate

data is identified as a result of a BT data cleanse exercise, details of erroneous listings will

be provided to the CP so that they can provide correct updated information.

• If a CP ceases to operate and is unable to update the data held on DMS, BT will either port

the data to the Operators inheriting the subscribers concerned or exceptionally will cease the

listings.

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IP Connectivity

IP access connectivity is required before a Hosted Communications solution can be delivered. The

access is the transmission medium that carries calls to and from the User premises and into our

network. There are two categories of IP connectivity:

• Publically Addressed Networks

• Bring Your Own Network (BYON)

We currently support the use of publically addressed network IP connectivity products on WHC.

Private network interconnects can be set up using our Bring Your Own Network (BYON) capability.

WHC is typically deployed over ADSL for 50 Centrex users and below or 10 SIP Trunking Channels.

CP’s can procure all of their IP connectivity from BT or use their own if they are a network provider.

Our Managed Broadband Service (Broadband Complete) can be ordered directly from the WHC

Business Zone single order journey. Alternatively other access products can be bought from BTW

and used with the service.

Publically Addressed Networks

These networks use internet based solutions as the method for delivering voice which includes DSL

and Dedicated Internet Access (DIA) options, both of which can be purchased from BT. For the

purpose of the DSL section, the deployment type discussed will be ADSL as this is the primary option

used with WHC. SDSL and VDSL technologies are supported but their application is few and far

between.

DSL Internet Connectivity – Broadband Complete with Optional Router

Managed DSL can be ordered from Business Zone when you are creating a Hosted Centrex or SIP

Trunking service, and is ordered as a component of the Site. Managed ADSL/Managed Broadband,

allows you to resell our DSL services without the need to build or manage a DSL product.

Our BT Wholesale Managed DSL product is called Broadband Complete and is also available for

CPs to resell via the separate Broadband Complete portal. However when using this service for WHC

we recommend using our single order journey as it is simple and is commercially beneficial to buy as

a bundled package.

Broadband Complete is delivered to Users over Copper or Fibre where the local exchange supports

it. The products we sell are:

• ADSL (IP Stream)

• ADSL2+ (WBC)

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• FTTC – 80:20 (Fibre)

As WHC calls consume data, data usage needs to be considered which will vary depending on the

codec (call quality) used. It is therefore important that you understand your End Customers monthly

calling patterns to ensure you choose the right data allowance. Although we offer different usage

limits, we always recommend taking Unlimited as this prevents any over usage billing and this is

especially important if video is being used. The options we make available are:

• 50GB

• Unlimited

When purchasing Broadband Complete from the WHC order journey, you will also be presented with

the option to purchase a pre-configured ADSL Router. The current choice of router is as follows:

Manufacturer Model Notes

Zyxel VMG1312-B10 Pre-Configured

These routers have been optimized to work with the WHC product and thus have had the following

re-configured:

• ADSL Username

• ADSL Password

• SIP ALG Disabled

Note, each of the above routers has a built in VDSL modem but at the time of writing it is not

authorised to use these units as a standalone mode/router for fibre deployments. All routers used on

a fibre connection will require the unit to be plugged directly into an installed Openreach modem.

DSL connectivity is a low cost option for businesses and the quality and reliability of these services

is now very high and in most deployments this will be the 1st choice of connectivity. However it is

important to note that ADSL and Fibre DSL are contended services which means bandwidth is not

guaranteed and can change based on the time of day. CPs selling services into businesses that have

a high reliance on quality and delivery of voice, government/finance etc., should look at our DIA

products.

Dedicated Internet Access (DIA) – Internet Connect UK (formerly BTnet)

DIA does exactly as it says; it provides End Customers with a leased line connection to the internet

that is solely dedicated to them. As a dedicated service, it is un-contended and users achieve the

bandwidth they purchase, whereas DSL is a contended service with ‘up to’ speeds that can be

affected by congestion in the network.

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DIA is typically a premium product delivered via EFM or Fibre dependent on the user’s location and

the bandwidth required. DIA therefore has a higher price point than that of traditional ADSL. These

types of services generally also come with full Service Level Agreements (SLA’s) which are often

backed up by financial compensation in the event of any downtime. In addition the bandwidth

available on DIA is a lot higher than ADSL and can go up to 10GB, allowing for larger deployments

to be supported on a single circuit. For these reasons DIA is often the choice for single deployments

of 50+ users and more, or where the End Customer needs guaranteed bandwidth.

Our BT DIA product, Internet Connect UK, provides dedicated, uncontended, internet access with

speeds ranging from 2Mb/s to 10Gb/s. With Internet Connect UK, CPs can provide voice services to

larger SME’s/enterprises with high availability options backed by robust SLA’s and SLG’s. Internet

Connect UK is a managed service, similar to Broadband Complete, so CP’s only need to order the

services and do not need to build their own networks.

Internet Connect UK is directly peered with WHC which means that voice traffic never goes over the

public internet. There is also an additional QoS option for voice that means both voice and data

services can be used on the same service. When CP’s order Internet Connect UK they can request

the voice upgrade which will ensure all voice traffic over this line is prioritised, allowing businesses to

benefit from the economies of scale of having one circuit for their services. In order to achieve this

prioritisation, a pre-configured router will be supplied to the User.

The options available from Internet Connect UK are:

• Ethernet in the First Mile (EFM) from 2Mb/s-10Mb/s (50-70% UK coverage)

• Fibre 2Mb/s-10Gb/s (100% UK coverage)

Please contact your Account Manager for further information on pricing, minimum commitments and

details on how you can sell Internet Connect UK services as this product is not available on Business

Zone. Likewise if you have any existing Internet Connect UK lines that you would like to upgrade to

support voice then please discuss modifications with your Account Manager. Please also visit

www.btwholesale.com for more information.

DSL Bandwidth Calculations & Considerations

We recommend using a separate DSL circuit for WHC to protect the quality of voice until more

advanced QoS methods are readily available. CPs using the circuit for Voice and Data will need to

import their own QoS measures onto the Users CPE.

To determine the number of simultaneous voice calls that can be achieved on DSL it is important to

note that the available bandwidth is determined by the ‘UPSTREAM’ and from internal tests we have

verified that 98% of UK ADSL deployments generally achieve the advertised upstream speeds. In

the table below we have provided guidance on the number of calls available by circuit type and codec

selected.


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Please note the table below is for voice calls only, CPs using the circuits for Video calls will also need

to consider the additional bandwidth needed.

Concurrent Calls (Maximum)

Circuit

Max Upstream

Bandwidth

(Kbps) G.722* G.711* G.729*

DSL Max 448 3 3 12

DSL Max Premium 832 6 6 23

ADSL2/2+ 1300 9 9 36

FTTC 80/20 20000 168 168 555

*Based on achieving 80% of available upstream bandwidth and using the DSL line solely for voice.

Other Public Addressed Products

ADSL – WBC & WBMC ADSL

CPs can choose to procure Wholesale Broadband Connect (WBC) or Wholesale Broadband

Managed Connect (WBMC) products to build their own ADSL proposition. As part of this build the

CP will need to ensure that they or their internet provider adequately peer with BT to ensure calls are

carried via the most optimum route to the WHC platform.

ADSL – Non-BT ADSL

CPs who have contracts with other internet access providers can still overlay WHC voice services

over these circuits but it is important to check what peering is in place.

DIA – Non-BT DIA

CPs who have contracts with other DIA providers can still overlay WHC voice services over these

circuits. Likewise if your End Customer has DIA connectivity from an alternative supplier then you

can also overlay WHC onto these circuits, but it important that you check what peering is in place.

BT Peering with Other Public Addressed Products

BT has a number of directly peered interconnects in place with key ISP’s that ensures voice traffic is

passed directly to WHC. We are unable to formally publish this list but will be happy to talk to you

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about your chosen provider and confirm whether or not we have a direct interconnect in place.

Although a direct peering may not needed to allow calls to flow, it is vital in ensuring your End

Customers traffic is handled correctly to avoid voice quality issues.

Bring Your Own Network (BYON)

BYON allows a CP to install a geographically resilient connection between their own network, or their

customer’s network, and BT to send and receive voice traffic to the WHC platform. BT Wholesale

Ethernet is used to create a direct connection over which a CP can use public or private IP addresses

when deploying their End Customer services.

Please refer to the “BYON Handbook”, available in the WHC Document Centre for further details.

General Connectivity Requirements

When using non-BTW products you should ensure that the networks adhere to the following

recommendations:

• Delay Latency less than 150ms one way

When considering the one-way delay of voice traffic, you must take into account the delay

added by the different segments and processes in the network.

• Jitter no more than 30ms

While network latency effects how much time a voice packet spends in the network, jitter

controls the regularity in which voice packets arrive. Typical voice sources generate voice

packets at a constant rate. The matching voice decompression algorithm also expects

incoming voice packets to arrive at a constant rate. However, the packet-by-packet delay

inflicted by the network may be different for each packet. The result: packets that are sent in

equal spacing from the left gateway arrive with irregular spacing at the right gateway.

• Packet loss less than 1%

Packet loss is a normal phenomenon on packet networks. Loss can be caused by many

different reasons: overloaded links, excessive collisions on a LAN, physical media errors and

others. Packet loss starts to be a real problem when the percentage of the lost packets

exceeds a certain threshold (roughly 5% of the packets), or when packet losses are grouped

together in large packet bursts. In those situations, even the best CODECs will be unable to

hide the packet loss from the user, resulting in degraded voice quality. Thus, it is important

to know both the percentage of lost packets, as well as whether these losses are grouped

into packet bursts.

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• Voice quality Measure

MOS score ranging between 1 (worst) and 5 (best). A MOS of 4 is considered "toll-quality"

voice. It is recommended that the Customer allows approximately 85-100kbps of bandwidth

for each G711/G722 call and approximately 24-35kbps for a G729 call. This will depend upon

the network overhead which relates to the Network type the service is running on. It is the

Customers responsibility to ensure a suitable IP connection is supplied to their end user.

It is essential that the following is also taken into consideration:

• Number of simultaneous calls required during busy hour

• Traffic Type Inbound and Outbound calling patterns

• Calls per second

• Choice of Codec Type , G711, G722 or G729

• If video is to be supported then considerations on bandwidth need to be carefully planned

• Available Upstream (if using ADSL) as this determines the amount of concurrent calls

supported

• Use a separate internet connection for the voice traffic if using ADSL. If voice needs to be

run over the same internet connection as the data, QoS parameters should be applied to

prioritise the voice

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Customer Premise Equipment (CPE)

In order to provide a working WHC solution, CPs will need to ensure the following CPE is available

at a Customers Site:

• Router to terminate an IP circuit, i.e. Broadband Router

• Switch to connect IP Phones into the router, i.e. 8-Port Ethernet switch

• IP Phone to make & receive calls, i.e. 8-Port Ethernet switch

• ATA/IAD to make & receive calls using a non-IP phone, analogue DECT phone

This is not withstanding any structured cabling that will need to be in place to bring the items together.

Switches will need to be sourced directly by the CP or their end user but IP phones, ADSL/VDSL

router and ATA/IAD can be purchased as part of the WHC order journey, directly from the Ordering

Portal.

IP Phones and IAD/ATA’s can only be used on the service if they appear on the Authorised Equipment

list below which will mean they have been tested and approved by BTW. Part of this testing procedure

also involves the development of ‘Configuration’ files which ensures we are able to pre-configure the

phones. This pre-configuration ensures that the phones will ‘work out of the box’ without any need

for the CP or End User to adjust the settings.

Authorised Equipment List

All equipment listed here has undertaken extensive and rigid interoperability testing to ensure that

firmware and feature sets are compatible with WHC. Once products have completed testing they are

then released as listed items onto the Ordering Portal as either items to purchase or items that can

be used if the CP has access to one of these devices.

Please refer to the Authorised Equipment list to view the available devices.

CPE Available to Purchase

The following listed items can be purchased from the WHC Ordering Journey and added to Users at

the time of order. Where necessary, the items will be preconfigured from BTW’s warehouse.

IP Phones


Polycom VVX 301 Entry level device

Polycom VVX 411 Mid-entry device

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Polycom VVX 601 Executive device

Polycom IP 5000 Small room conference device

Polycom IP 7000 Large room conference device

Yealink T42G Entry level device

Yealink T46G Mid-entry device

Yealink T48G Executive device

Yealink W52P IP DECT phone

Yealink

CP860 Large Conference

Room Phone Large room conference device

Accessories


Jabra Jabra Speak 510 Portable Bluetooth speaker.

Polycom VVX Generic PSU Power cable

Polycom 7000 PSU Power cable

Polycom VVX Paper Expansion Module BLF Expansion module

Polycom VVX Digital Expansion Module BLF Expansion module

Polycom VVX USB Camera Point-2-point video camera

Yealink T41/42 PSU Power cable

Yealink T46/48 PSU Power cable

Yealink W52H Spare IP DECT handset

Yealink Bluetooth Adaptor Bluetooth adaptor

Yealink Electronic Hook Switch Electronic Hook Switch

Yealink

T46/T48 Digital Expansion

Module BLF Expansion module

Headsets

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Jabra

Jabra BIZ 2300 - Mono

NC/Phone

Single Ear corded headset with

GN1200 coiled phone headset

cable

Jabra Jabra BIZ 2300 - Duo

NC/Phone

Double Ear corded headset

with GN1200 coiled phone

headset cable.

Jabra Jabra BIZ 2300 - Mono

NC/USB

Single Ear corded headset with

Link 230 USB headset cable.

Jabra Jabra BIZ 2300 - Duo

NC/USB

Double Ear corded headset

with Link 230 USB headset

cable.

Jabra Jabra PRO 920 - Mono for

Polycom

Single Ear cordless DECT

headset with Polycom EHS

cable.

Jabra Jabra PRO 920 - Duo for

Polycom

Double Ear cordless DECT

headset with Polycom EHS

cable.

Jabra Jabra PRO 920 - Mono for

Yealink

Single Ear cordless DECT

headset with Yealink EHS

cable.

Jabra Jabra PRO 920 - Duo for

Yealink

Double Ear cordless DECT

headset with Yealink EHS

cable.

Jabra Jabra Motion UC MS Plus Bluetooth wireless headset.

ADSL/FTTC Router/Modems

Manufacturer Model Approved Firmware Notes

Zyxel VMG1312-B10A

V1.00(AAJZ.6)C1_2015091

1

Pre-

Configured

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Distribution of CPE – IP Phones, Headsets & Accessories

The WHC product will use its warehouse and distribution arm located in Northallerton for the

distribution of these types of CPE.

Stocking Levels

WHC has its own secure stock and we hold a significant amount of stock to ensure continuity of

supply. The actual stock levels of items are not displayed on the Ordering Portal. CP’s expecting to

order a significant amount of CPE in more than one order, 100 units or more, should contact the

helpdesk if they are concerned about stock availability.

Configuration

IP phones are preconfigured with WHC’s configuration server address (URL) at BT’s warehouse

facility upon receipt of the goods from the manufacturer. Once configured these are then put to stock

and ready for shipment. When orders for IP phones are received they are picked, packed, shipped

and the MAC address is scanned and automatically returned to WHC systems, which enables the

unit to be automatically configured once powered up and plugged into a working IP access line.

Labelling & Packaging

Orders for single items are typically packaged into a white outer bag which then contains the delivery

label holding the following information;

• Users Title, First name and Last name – as entered into the order journey

• Company Name – as entered into the order journey

• Delivery Address – as entered into the order journey

• Consingment tracking number – provided by the warehouse at the point of dispatch

Orders that contain multiple items destined for a single address will be packaged into larger outer

boxes. Each individual package within the box will then have a ‘dummy label’ affixed to the packaging

which will contain:

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• Order Reference – Business Zone order reference

• Users Title, First name and Last name – as entered into the order journey



• MAC Number – MAC address for IP Phones

• Consingment number – this is just a dummy number that our wareshouse system uses

The outer label will contain:

• Users Title, First name and Last name – this will be a name of the last person whos parcel is

packaged into the outer box.



• Consingment tracking number – provided by the warehouse at the point of dispatch

The warehouse operatives will make the decision on how items many can go in each box once they

receive the order, and will pack up to a maximum weight of 16kg. Where there are more items that

can fit into a single box, these will be overflowed into additional larger boxes. Each box will have a

separate consignment number.

Order Cut-Off Times

Any order placed on the system before 14.00hrs (2.00pm), and acknowledged via a confirmation

email, will be dispatched the same day for Next Day Delivery using our delivery agent.

Delivery Agent

The delivery agent used for WHC CPE is Parcel Force and the product used is Parcel Force 24. This

method aims to deliver 97% of all CPE the following working day after dispatch. As part of our delivery

service we can also send a day of dispatch SMS message to a mobile number you provide to us on

the journey.

Undelivered Items

The delivery agent delivers to the nominated address, rather than the User and requires a signature

before the package is handed over. Where no one is available they will attempt to deliver to a

neighbouring business or neighbour. If this is not possible then it will be delivered to a local Post

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Office and held for 16 calendar days. A card will be left informing the recipient of the attempted

delivery and where the parcel can be collected from.

IP Phone and Accessories - Dead on Arrivals (DOA) & Warranty Replacements

If the unit is delivered and found to be fault or damaged, then under the terms of the 1 year warranty,

BTW will replace the unit within 72 hours of accepting the fault. For these types of devices we do not

distinguish between DOA or warranty. Requests for replacement phones and accessories are to be

raised on the Business Zone Fault Management portal.

Headsets and Jabra Accessories - Dead on Arrivals (DOA) & Warranty

Replacements

If the unit is delivered and found to be fault or damaged within 28 days of delivery then you will need

to contact the Jabra helpdesk on 01784220172. Jabra will either fix the issue or determine it is a

DOA and then provide a returns reference number. Requests for replacements can then be raised

on the Business Zone Fault Management portal, along with the returns reference number, and BT

will then replace and collect the faulty item.

Outside of the DOA window, but within the 2 year warranty, Jabra will replace the devices directly

and arrange to collect the faulty device.

Distribution of CPE – ADSL/FTTC Routers/Modems

The WHC product will use its Broadband Complete partner’s carrier for the delivery of pre-configured

routers/modems, which changes, dependent on the location of where the item is to be delivered.

Stocking Levels

WHC uses shared router stock but works with our partner Netlynk to ensure a continued supply of

routers/modems and the actual stock levels of items will not be displayed on the Ordering Portal.

CP’s expecting to order a significant amount of CPE in more than one order, 100 units or more, should

contact the helpdesk if they are concerned about stock availability.

Configuration

ADSL/FTTC routers/modems supplied with the Broadband Complete product, when ordered as an

extra are preconfigured with the xDSL Username and Password. In addition by default we turn off

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SIP ALG which can cause issues with incoming calls. Once the router is plugged in correctly it will

train up and should be working within 5-10 minutes.

Labelling & Packaging

All items are delivered shrink-wrapped and individually labeled with the Users name and address, as

entered into the Ordering Portal.

Order Cut-Off Times

ADSL routers are dispatched with 24 hours of us sending you the 1st KCI email which confirms the

activation date of the ADSL line.

Delivery Agent

The delivery agent used for ADSL Routers is Royal Mail 1st Class delivery and delivery is made within

48 hours of dispatch.

Undelivered Items

The delivery agent delivers to the nominated address provided on the order journey. Where no one

is available they will attempt to deliver to a neighboring business or neighbor. If this is not possible

then it will be delivered to a local Post Office and held for a number of days, as detailed on an

attempted delivery card.

ADSL/FTP Routers - Dead on Arrivals (DOA) & Warranty Replacements

If the unit is delivered and found to be fault or damaged, then under the terms of the 1 year warranty,

BTW will replace the unit within 5 days of accepting the fault.

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Document Centre

There are a number of documents available that may help when placing orders. These documents

range from user guides to feature/application guides, as well more informative generalist help. These

documents are securely located on the Wholesale Hosted Communications Document Centre,

accessible from btwholesale.com.

The Document Centre is only available to CP’s that have signed a contract to procure Wholesale

Hosted Communications. Each employee of a CP will need authorisation before the above page

appears.

Applying for Access to the Document Centre

As part of the submission of the CRF, we will grant access to the Document Centre to the supplied

btw.com MyAdmin administrator so they will not need to request access.

However all of your other users will need to apply for access by following this link, logging in and then

applying.

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• https://www.btwholesale.com/pages/static/products-services/wholesale-hosted-

communications.htm#accProducts=1

Once they click this link they will be presented with the following screen:

They will need to log in with their btw.com User name and Password which will then redirect them to

a Content page.

https://www.btwholesale.com/pages/static/products-services/wholesale-hosted-communications.htm#accProducts=1


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They will then need to expand the Wholesale Hosted Communications Document Centre section by

clicking on the down arrow followed by Register for app.

They will then be presented with a screen confirming that their request will be actioned shortly.

102


103


Accessing the Document Centre

The Document Centre can be accessed from 3 different routes:

• When placing an order

• When raising a fault

• When browsing btwholesale.com

The route used will be dependent on where the CP is on btwholesale.com.

Access the Document Centre during Order Placement

When you are placing an order for either Wholesale Hosted Communications or Number Import, you

will have direct access to the Document Centre. Simply click on the Document Centre button located

in the upper right-hand side of the page, as per the screenshot below:

This will take you to the product page.

104


Scroll down to locate the Document Centre.

Once you expand the category you will be presented with the following window and you will need to

click the Document Centre button.

105


Access the Document Centre during Fault Placement

When you are raising a fault for either Wholesale Hosted Communications, you will have direct access

to the Document Centre. Simply click on the Document Centre button located in the upper right-hand

side of the page, as per the screenshot below:


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Access the Document Centre from btwholesale.com

If you are not placing an order or raising a fault then you can access the Document Centre by using

the following URL:

• https://www.btwholesale.com/pages/static/products-services/wholesale-hosted-

communications.htm#accProducts=1



107


Alternatively you can navigate to btwholesale,com and select Wholesale Hosted Communications

from the product pages as per the screenshot below.


108





109


Navigating the Document Centre

Once in the Document Centre you can view a list of folders listing a number of document categories.

Click on the folder to take you to a list of documents available in that folder:

If there are sub-folder/s, then these will appear here, along with any documents available within the

primary folder.

110


111


Downloading Documents

To download a document simply click on the blue hyperlink document name which will/may pop-up a

File Download window (depends on browser used) allowing to either open the file or download it.

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Available Documents

The following table provides a list of all of the available documents and there location within the

Document Centre.

Document Centre Name Description Folder

WHC Product Handbook Provides a detailed overview of the


product.

Product Handbooks & CRF’s/Product

handbook

WHC Features Matrix

Provides an overview of the features

available in each license pack.

Product Handbooks & CRF’s/Product

handbook

WHC BYON Handbook

Provides a detailed overview of the

Bring Your Own Network (BYON)

capability.

Product Handbooks & CRF’s/Bring Your

Own Network (BYON)

BYON Provision CRF

Used by Communication Providers

who need to provision a new BYON

connection.


Own Network (BYON)

BYON VLAN CRF


with an existing Dedicated Direct

BYON connection to provision

additional VLANs.


Own Network (BYON)

BYON Support Questionnaire


when raising a support ticket related

to an existing BYON connection.


Own Network (BYON)

BYON Forecast Template


to provide a forecast of BYON

usage.


Own Network (BYON)

WHC CRF for Sub-Reseller


looking to provide their resellers

access to the Business Portal for

devolved feature management.

Product Handbooks & CRF’s/CRF’s and

branding

WHC CRF for Dealer


looking to provide their 3rd party

sales agents with access to the


branding

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Business Portal for devolved feature

management.

WHC BP Branding Guide

Provides an overview of what

aspects of the configuration portal

(Business Portal) can be branded.


branding

WHC End User Welcome Emails

Guide

Provides an overview of the

welcome emails that are sent to End

Users.


branding

Sample Business Portal Branding

Resource Kit

Provides a folder structure to allow a

CP to return branding elements,

where Business Portal branding

changes are required


branding

WHC Business Zone Ordering Guide Provides a detailed step-by step

guide on how to place Wholesale

Hosted Communications orders.

Ordering and repair/Ordering user guides

WHC Business Zone Number Import

User Guide

Provides a detailed step-by step

guide on how to arrange for a

Number to be imported to Wholesale

Hosted Communications, including

instructions on how to move a

number from IPVS.

Ordering and repair/Ordering user guides

WHC Business Zone Fault

Management Guide


guide on how to use the Fault

Diagnostics portal and raise


faults.

Ordering and repair/Repair user guides

WHC Directory Entry Order Form

Order form used to request phones

numbers to be added, updated or

removed from Directory Services

products

Ordering and repair/Order forms

FMS Modify CRF Order form used to gain access to

the FMS tool

Ordering and repair/Order forms

WHC Business Portal CP

Administrator Guide


guide on how a CP Administrator can

manage features on the

Feature management/User guides

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configuration portal (Business

Portal).

WHC Business Portal Company

Administrator Guide


guide on how a Company

Administrator can manage features

on the configuration portal (Business

Portal)


WHC Business Portal End User

Guide


guide on how an End User can

manage features on the

configuration portal (Business

Portal)


WHC - Company Features Guide

Provides a detailed overview on how

to set-up and manage Company

features.


WHC - Site Features Guide


to set-up and manage Site features.


WHC - User Features Guide


to set-up and manage User features.


WHC Call Analytics Application User

Guide

Provides guidance on how to use the

Call Analytics application. Application user guides/Portal

WHC Receptionist Application User

Guide


Receptionist application Application user guides/Portal

WHC Voice Recording Application

User Guide


Voice Recording application. Application user guides/Portal

WHC Voice Recording Archive Tool

Testing Guide

Provide guidance on how to test the

Voice Recording archive tool Application user guides/Portal

FMS User Guide Provides guidance on how to use the

Fraud Management system.

Application user guides/Application

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WHC Office UC Skype for Business

Application User Guide


Office UC Desktop application, with

or without UC Business & Team.


WHC UC Office Desktop Application

User Guide


Office UC Smartphone application,

with or without UC Business & Team.


WHC Office UC Smartphone



Office UC Tablet application, with or

without UC Business & Team.


WHC Office UC Tablet Application

User Guide


Office UC Skype for Business plug-

in application.


WHC Go Integrator (CRM Connect)



Go Integrator CRM application.


WHC Toolbar Application User

Guide


Toolbar application.


WHC Authorised CPE - Centrex

Lists all Hosted Centrex CPE that is

authorised to connect to the WHC

service.

Centrex Devices/General guides

Polycom VVX IP Phone

Configuration Guide

Explains how to configure IP phones

when they are not purchased from

WHC. Also contains instructions on

how to reset and reconfigure

handsets.

Centrex CPE/Polycom

Polycom Soundpoint IP Phone

Configuration Guide





handsets.

Centrex CPE/Polycom

Yealink SIP T4x IP Phone

Configuration Guide




Centrex CPE/Yealink

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handsets.

Yealink SIP DECT IP Phone

Configuration Guide





handsets.

Centrex CPE/Yealink

Yealink SIP Conference Phone

Configuration Guide





handsets.

Centrex CPE/Yealink

Yealink SIP-T41P Phone User Guide Provides a basic phone userguide

that can be rebranded.

Centrex CPE/Yealink

Yealink SIP-T42G Phone User

Guide

Provides a basic phone userguide


Centrex CPE/Yealink


Guide



Centrex CPE/Yealink


Guide



Centrex CPE/Yealink

Yealink W52 Phone User Guide v1 Provides a basic phone userguide


Centrex CPE/Yealink

Cisco SPA 5xx IP Phone

Configuration Guide



WHC.

Centrex CPE/Cisco

Cisco ATA & IAD Configuration

Guide

Explains how to configure Cisco

ATAs and IADs for use with WHC.

Centrex CPE/Cisco

Panasonic KX TGP500 IP Phone

Configuration Guide



WHC.

Centrex CPE/Panasonic

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Jabra BIZ2300/Polycom Setup

Guide

Provides a basic setup guide for

using this headset with Polycom

VVX handsets.

Centrex CPE/Jabra

Jabra BIZ2300/Yealink Setup Guide Provides a basic setup guide for

using this headset with Yealink T4x

handsets.

Centrex CPE/Jabra

Jabra Pro 920/Polycom Setup Guide Provides a basic setup guide for

using this headset with Polycom

VVX handsets.

Centrex CPE/Jabra

Jabra Pro 920/Yealink Setup Guide Provides a basic setup guide for

using this headset with Yealink T4x

handsets.

Centrex CPE/Jabra

Authorised CPE – SIP Trunking

Details all Hosted SIP Trunking CPE

that is authorised to connect to the

WHC service.

SIP Trunking Devices/General guides

CP Administrator PBX Configuration

Guide

Provides a summary of the

information that needs to be passed

to the onsite engineer to configure a

SIP Trunk.

SIP Trunking Devices/General guides

3CX Phone System Configuration

Guide

Provides a guide to configure the

3CX Phone System to work with

WHC.

SIP Trunking Devices/3CX

Asterisk FreeBPX Configuration

Guide

Provides a guide on how to configure

the Asterisk FreeBPX PBX to work

with WHC.

SIP Trunking Devices/Asterisk

AudioCodes MediantGateway

Configuration Guide


the AudioCodes Mediant Gateway to

work with WHC.

SIP Trunking Devices/AudioCodes

Avaya IP Office Configuration Guide


the Avaya IP Office V7.0 to V9.1

PBX to work with WHC.

SIP Trunking Devices/Avaya

118


Avaya IP Office V10 Configuration

Guide


the Avaya IP Office V10 PBX to work

with WHC.


Avaya IP Office 10 with Avaya

ASBCE Configuration Guide


the Avaya IP Office V10 PBX with

ASBCE SBC to work with WHC.


Avaya CM with ASBCE

Configuration Guide


the Avaya CM PBX with ASBCE

SBC to work with WHC.


Avaya CS1000 with ASBCE

Configuration Guide


the Avaya CS1000 PBX with ASBCE



Cisco CUCM with CUBE

Configuration Guide


the Cisco CUCM with CUBE PBX to

work with WHC.

SIP Trunking Devices/Cisco

Cisco Call Manager Express, UC320

and UC500 Series Configuration

Guide


the Cisco CME 320 UC500 PBX to

work with WHC.

SIP Trunking Devices/Cisco

Ericsson-LG iPECS eMG80 and

UCP Configuration Guide


Ericsson-LG iPECS eMG80 and

UCP to work with WHC.

SIP Trunking Devices/Ericsson

IPCortex IP PBX Configuration

Guide


the IPCortex PBX to work with WHC.

SIP Trunking Devices/IPCortex

Microsoft Lync 2013 and S4B 2015

with AudioCodes SBC

Provides a guide to configure

Microsoft Lync 2013 & Skype for

Business with the AudioCodes E-


SIP Trunking Devices/Microsoft

Microsoft Skype for Business with

Sonus SBC Configuration Guide

Provides a guide to configure

Microsoft Lync 2013 & Skype for

Business with the Sonus 1000 or

2000 SBC to work with WHC.

SIP Trunking Devices/Microsoft

Mitel MiVoice Business (3300)

Configuration Guide


the Mitel MiVoice Business (3300)

SIP Trunking Devices/Mitel

119


PBX without the MBG to work with

WHC

Mitel MiVoice 250 with MBG

Configuration Guide


Mitel MiVoice 250 with the Mitel

Border Gateway (MBG) to work with

WHC.

SIP Trunking Devices/Mitel

NEC SV9100 Configuration Guide


the NEC SV9100 PBX to work with

WHC.

SIP Trunking Devices/NEC

NEC SL1100 Configuration Guide


the NEC SL1100 PBX to work with

WHC.

SIP Trunking Devices/NEC

Panasonic KX-NCP and KX-TD

Configuration Guide


the Panasonic KX-NCP PBX and

KX-TD to work with WHC.

SIP Trunking Devices/Panasonic

Panasonic NS and NSX

Configuration Guide


the Panasonic NS PBX and NSX to

work with WHC.

SIP Trunking Devices/Panasonic

Samsung OfficeServ 7000

Configuration Guide


the Samsung OfficeServ 7000

Series PBX to work with WHC.

SIP Trunking Devices/Samsung

Samsung Ubigate Configuration

Guide


the Samsung Ubigate Media

Gateway to work with WHC.


Samsung SCM Configuration Guide


the Samsung SCM PBX to work with

WHC.


ShoreTel IP PBX with Ingate SBC

Configuration Guide


the ShoreTel PBX with Ingate SBC

to work with WHC.

SIP Trunking Devices/ShoreTel

BBU Format and Definitions


daily and monthly Bill Backup file,

including its structure and layout.

Billing/Billing materials

120


CDR Format and Definitions


Call Detail Records (CDR's) file,

including its structure and layout.


Sample SPBE Listings Sample billing file for Directory

Services phonebook entries


Rate Card PAYG Tier 1 Provides the pricing for WHC 3.0

Tier 1 Ratecard. Pricing/pricing rate books

Rate Card PAYG Tier 2 Provides the pricing for WHC 3.0

Tier 2 Ratecard. Pricing/pricing rate books

Rate Card PAYM Provides the pricing for WHC 3.0

PAYM Ratecard. Pricing/pricing rate books

Customer Service Plan (CSP) Provides the pricing for WHC 3.0

Tier 1 Ratecard. Support – Customer Service Plan

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Support & Fault Handling

Account Management Support

The main day to day contact for non-support related queries or queries on other products will be your

Account Manager. If you are not aware of who this is then please contact our customer reception

desk, the number is available on btwholesale.com.

Typical queries that go to Account Manager are:

• Enquiries about other BTW products

• Commercial or contractual enquires on WHC

• Bid support for WHC opportunities

Depending on your requirement, your Account Manager also has access to a wealth of resource such

as Marketing, Channel Management and Sales Specialist support.

Helpdesk Support

CPs are required to undertake all 1st Line support directly from their End Customers. We will then

provide 2nd line support direct to you and will liaise directly with our own internal and external suppliers

for 3rd line support. For guidance only, a basic breakdown of the types of activities that each level of

support is expected to cover can be viewed below. Please note this list is not exhaustive and serves

as an example only.

1st Line WHC Support (CP Responsibility)

1st Level support is expected to cover the following aspects of the WHC service and is provided by

the CP directly to the End Customer. It is recommended that the CP uses the Service Assurance

fault diagnostics tool to assist with these queries:

• Basic WHC provisioning assistance

• Basic feature or device setup questions

• Basic phone and router diagnostics

• Basic hardware and software configuration support

• Install software updates and upgrades as required

• Collect and track information on issues experienced by the User

• Keep Users informed on status

• Resolve majority of configuration issues and provide workarounds

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• Provide problem description and data to 2nd Line

2nd Line WHC Support (BTW Responsibility)

2nd Level support is expected to cover the following aspects of the service only when CPs have

exhausted all avenues available, including ensuring they have read and understood all information

on the Document Centre:

• Advanced WHC provisioning assistance

• Advanced feature or device setup questions

• Advanced phone and router diagnostics

• Advanced hardware and software configuration support

• Advanced feature support

• Advanced support for software installation and upgrades

• Collect and track information on issues experienced by CPs End Customers

• Assist with resolution or problem capture of configuration issues and provide workarounds

where possible.

• Troubleshoot issues and assess whether issue affects other users

• Gather necessary customer data to feed to 3rd line team where needed

• Provide problem description and data to 3rd line where needed

Severity of Faults

When raising a ticket on the Support Ticketing System CPs are required to accurately assess and

then input the severity level, of which the Support Desk may upgrade or downgrade. This will help

prioritise faults which require urgent attention.

The severity levels are:

• P1, Critical Outage – Problems severely affecting the Service, traffic, billing, and

maintenance capabilities, and which require immediate corrective action. Target response is

less than and no more than 2 hours. Target restoration time is less than 4 hours (clock hours).

Response and restoration of Severity 1 tickets will be undertaken on a 24 x 7 x 365 basis.

• P2, Major Impact – Problems that cause conditions that seriously affect system operation,

maintenance, and administration, and which require immediate attention. The urgency is less

than in critical situations because of a lesser effect on system performance. Target response

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time is less than and no more than 4 hours (working hours). Target resolution time is less

than and no more than 8 hours (working hours). Response and restoration of Severity 2

tickets will be from Mon –Fri, 08:00 – 18:00hrs.

• P3, Minor Impact – Problems do not significantly impair the functioning of the system and

do not significantly affect the Service. Target response time is less than and no more than 8

hours (working hours). Target restoration time is less than and no more than 24 hours

(working hours). Response and restoration of Severity 3 tickets will be from Mon –Fri, 08:00

– 18:00hrs.

• P4, Information - This severity is restricted to “How to….” Questions and therefore handled

as non-service impacting. Target response time is less than but no more than 5 working days.

Mon – Fri 08:00 – 18:00hrs (excluding UK public and bank holidays).

BTW shall aim to provide a solution within the above target timeframes. For P1, Critical Outage and

P2, Major Impact issues, WHC will aim to provide a temporary solution to temporarily fix the fault with

the Service while a permanent solution is developed.

Full details on our support processes and contact details can be located in the Customer Service Plan

(CSP), available for existing Customers to download from btwholesale.com/csp.

Miscellaneous Support

CPs who have signed up to other services to use in conjunction with WHC will continue to use the

helpdesks associated with those products. We will only support products or services sold as part of

the proposition and ordered on the WHC Business Zone order journey.

https://www.btwholesale.com/pages/static/help-and-support/product-documentation.htm

124


Marketing & Roadmaps

Collateral

We have produced the following white label documents which can have your company information,

including logo, added to the document to provide to your End Customers.

• Datasheet (2 versions – word only or design template)

• Sales Brochure

• Battlecard

Each document provides embedded instructions or space for you add in your own details. You can

download these documents from btwholesale.com, just scroll down to the ‘Sell More’ section. In

addition to this, all documentation stored on the Document Centre has been loaded as Microsoft Word

documents. You are able to take these documents and edit or copy as necessary to create your own

document. However you must make these your own and remove all reference to BTW and follow the

brand guidance below. Examples of key documents are:

• Product Handbook

• Business Portal User Guides

• Site Features Guide

• User Features Guide

• Application Features Guide

Use of BT Brand - Guidance

BTW supplies the WHC product to you our customer (CPs) on a white label basis. This product is

then re-sold under your own brand. Therefore, when marketed by each CP, the WHC product should

be referred to as “X’s WHC product” and not “BT/BT Wholesale’s WHC product”.

BT’s relationship with the CP is determined by the contractual conditions for the WHC product, as set

out in the contract.

CPs are not permitted to use the BT Brand, the BT Wholesale logo or the Openreach Identity in

respect of the resale of the WHC product, or to make any trade mark use of the BT, BT Wholesale or

Openreach names in respect of the resale of their WHC product. CPs Providers are not permitted to

claim that they are “working with” or “in partnership with” or “working on behalf of” or “authorised by”

BT or BT Wholesale, or to make any similar statements misrepresenting their relationship with BT.

It falls to the CP to compile their own marketing material, and to ensure they do not infringe BT’s

trademarks or make statements which misrepresent their relationship with BT. However, below are

https://www.btwholesale.com/pages/static/products-services/wholesale-hosted-communications.htm

125


some pointers to assist you in using language to describe you WHC product offering from BT which

you should ensure that you do not pass yourself off as BT or otherwise infringe BT’s trade mark rights.

Factual statements such as “X is an independent Communications Provider which uses the BT

network to deliver its product/service” or “X’s WHC product is delivered over the BT network or uses

the BT network” or “X sources or buys its WHC product from BT Wholesale” are all acceptable, so

long as you make it clear that you are independent of BT, and so long as your End Customers are in

no doubt that they are contracting with the you for the WHC product and not BT.

Please remember that under no circumstances should any BT logo be used on any of your materials.

Likewise BT documents are not to be shared or loaded onto any sites, and must not reference BT in

the subject heading.

This summary does not constitute a contract, or replace that which is relevant to the service.

Product Roadmaps/Releases

We do not publish our roadmaps but CPs can view copy of our latest roadmap by contacting their

Account Manager, who can request this from the Chanel Manager. This viewing is typically done via

a webinar.

Any improvements or enhancements that are delivered as part of the Roadmap will be communicated

to CP’s 28 days prior to any release, as per the WHC terms and conditions. This briefing will be

emailed out via the BTW briefings tool to all registered users. Registered users can then access this

from the Briefings area of btwholesale.com at any time.

Prior to any Release we produce and send the following 3 briefings:

• Early Release Briefing – this is sent a minimum 28 days prior to our release, sometimes

earlier, and will provide a high-level overview of what we will be releasing along with target

availability dates for each item.

• Detailed Release Briefing – this is typically sent 5 days prior to our release and will provide

a detailed overview of what we will be releasing, along with launch dates for each item. This

briefing is backed up with a series of screenshots showing any changes, where possible.

• Document Update Briefing – this is typically sent 4 days prior to our release and will provide

a list of what documents are now live..

https://www.btwholesale.com/pages/sc/static/newsandinsights/briefings/Wholesale_Hosted_Centrex/index.htm

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Technical Information

Platform Components

WHC is made up of a number of hardware and software service components that work together to

provide the service. The main components are:

• Application Servers - These operate at the core and handles users, groups & subscription

services.

• Media Servers – These enable a broad array of media features including, Auto Attendant,

Music on Hold, service announcements etc.

• Network Servers – These enable massive scalability and geographic redundancy, dial plans

and Voice VPNs.

• Profile Servers – These store the customer and user data.

• XSPs – These provide additional services such as toolbars, soft clients, device management

and APIs.

• Collaborate Servers (UMS/USS) – These provide instant messaging and collaboration

services.

• Voicemail Servers – These allow storing and retrieval of voicemail messages.

• Session Border Controllers (SBC’s) – these control the phone entry points into the platform,

The SBC’s take care of things like Security, NAT traversal and call routing

• Business Zone - This web-based application server enables Users to be easily added to the

platform and services added. Business Zone is the key piece of software that enables CPs

to set-up and delivers service.

• Business Portal (CP Branded) – CPs, End Customers and Users can access and change

personal and group features via a friendly web interface.

• Voice Recording Portal – End Customers and Users access this through the Business

Portal to listen to and manage Voice Recordings.

• Call Analytics Portal – End Customers and Users access this to view and manage call

statistics through Dashboards and Wallboards, as well as run and schedule reports.

Codecs & Bandwidth

The service enables CPs to use G711, G722 or G729, codec’s for their End Customers voice services

and H.264 for video calling. Please be aware that codec’s will define the quality of the voice call and

determine the amount of bandwidth required. The difference between the codec’s are as follows:

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• G.722 is a high quality High Definition (HD) codec for voice compression that is used to

transmit HD to HD voice between users making On Net calls with HD supported IP phones.

All IP phones sold with WHC are HD capable. A G722 call provides high quality voice that is

over and above PSTN and ISDN quality. It uses approximately 85-100kbps of bandwidth to

carry one simultaneous call. G722 HD voice does not have a proposed MOS score yet as it

is new technology but does exceed G711 quality.

• G.711 is a codec used for voice compression and is comparable to PSTN quality calls. It

uses approximately 85-100kbps of bandwidth to carry one simultaneous call. Typically a

G711 call will provide a MOS score of 4.0 and above.

• G.729 is a codec used for voice compression and is comparable to ISDN quality calls. It uses

approximately 24-35kbps of bandwidth to carry one simultaneous call. Typically a G729 call

will provide a MOS score of 3.7 and above.

• H.264 is a codec used for recording, compression and distribution of High Definition (HD)

video. It uses a maximum of 500kbps of bandwidth to carry one simultaneous video call but

can be less, depending on the device and quality of video carried. CPs may wish to charge

for video calls as they use more bandwidth. These types of calls can be easily identified in

our billing records.

Hosted Centrex

Please note all Users created on Business Zone are set-up with the following default codecs:

• The default codec selection for handsets and desktop devices is G722, G711, G729

• The default codec selection for Smartphones is G722, G711, G729

• The default codec selection for Tablets is: G722, G711, G729

CPs can change this to any of the other voice codecs via the Business Portal. Video calls will

automatically select the H.264 codec when initiated over a video enabled device. To ensure call

quality is maintained there is a built in feature on WHC enabling CPs to limit the amount of concurrent

calls placed by customers to protect bandwidth. This parameter is a mandatory field when creating

orders on Business Zone.

SIP Trunking

SIP Devices can be configured with a SIP Trunk to use any of the voice codecs listed above. The

codec used for each call will be negotiated within the SIP messaging between endpoints. We

recommend that at least G.711a (20ms) is included in the codec selection list for each Trunk.

Firewall & Security Guide

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In order for IP phones, portals and applications to be able to access the service, some firewalls may

need adjusting to allow the traffic through. If the End Customer is running inside to outside rules then

ports should be opened to allow the WHC protocols out. There should be no reason for the End

Customer to open ports inbound on the firewall.

SIP ALG

SIP ALG is the number one issue that will prevent phones registering to the platform and making

calls. This is a setting that is quite often turned on automatically on most routers. Please ensure this

is turned off on the End Customers router and/or firewalls.

CPE Port requirements

Device Protocol Destination Destination

Port

IP Phone & ATA

Signaling

SIP _ipcomms-

btwbslnws09.bt.com

147.152.35.96/29

147.152.35.104/29

The following addresses are

part of a future change which

will be notified via a PEW.

These can be added to your

firewall now if you wish to

preempt this change.

centrex-

bslnws09.yourwhc.co.uk

62.7.201.128/27

62.7.201.160/27

UDP/TCP 5060

UDP/TCP 5060

IP Phone & ATA

Media

RTP 147.152.35.96/29

147.152.35.104/29

The following addresses are

part of a future change which

will be notified via a PEW.

These can be added to your

UDP 32767 to

65535

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firewall now if you wish to

preempt this change.

62.7.201.128/27

62.7.201.160/27

SIP Trunk

Signalling

(Dynamic)

SIP sipt-dynamic-


62.7.201.128/27

62.7.201.160/27

UDP/TCP 5060

SIP Trunk

Signalling

(Static)

SIP sipt-static-


62.7.201.128/27

62.7.201.160/27

UDP/TCP 5060

SIP Trunk

Signalling

(Dynamic & Static)

RTP 62.7.201.128/27

62.7.201.160/27

UDP 32767 to

65535

IP Phone & ATA NTP europe.pool.ntp.org UDP/TCP 123

IP Phone & ATA DNS Supplied locally UDP/TCP 53

Cisco Linksys

Download &

Configuration

HTTPS dm-linksys.yourwhc.co.uk

193.113.10.34

193.113.11.36

TCP 443

Cisco Small

Business

Download &

Configuration

HTTPS dm-csb.yourwhc.co.uk

193.113.10.33

193.113.11.35

TCP 443

Panasonic

Download &

Configuration

HTTPS

dm.yourwhc.co.uk

193.113.10.10

193.113.11.10

TCP 443

Polycom HTTPS

dm.yourwhc.co.uk

193.113.10.10

TCP 443

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Download &

Configuration

193.113.11.10

Yealink

Download &

Configuration

HTTPS dm.yourwhc.co.uk

193.113.10.10

193.113.11.10

TCP 443

Polycom Remote

Provisioning

Server (RPS)

HTTPS 52.0.183.240

54.86.39.219

TCP 443

Yealink Remote

Provisioning

Server (RPS)

HTTPS 184.106.101.50 TCP 443

Web Portal Port requirements

Device Protocol Destination Destination

Port

Business Zone HTTP/HTTPS btwholesale.com/businesszone

62.239.224.3

TCP 443

Business Portal HTTPS portal.yourwhc.co.uk/businessportal

193.113.10.13

193.113.11.13

TCP 443

Call Analytics

Portal

HTTPS icscallanalytics.yourwhc.co.uk

40.115.5.58

TCP 443

Service

Assurance

(Emperix)

HTTPS https://svmpnwv1.nat.bt.com

10.35.138.148

TCP 443

Voice Recording

Portal

HTTPS callrecorder.yourwhc.co.uk

193.113.10.32

193.113.11.34

Note browser access is via a redirect from the Business Portal.

TCP 443

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Application Port requirements

Please refer to the individual application user guides on the WHC document centre.

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Platform Redundancy & Upgrade Procedures

Call Integrity & Platform Redundancy

Maintaining call integrity is the result of more than just hardware compliance. Call integrity has been

achieved through a combination of software engineering, server redundancy, and networking

capabilities. WHC has gone to great lengths to address issues at every layer in the system

architecture to achieve the highest levels of reliability, redundancy, and performance.

The WHC redundancy solution provides seamless, User transparency failover, in the event of an IP

network, application or hardware failure. This solution ensures that no single point results in a service

outage. Main features of this design are as follows:

• Geographic redundancy model

• Automatic user rollover to a secondary Application Server when the primary Application

Server fails to reply

• Automatic tracking of a user’s active Application Server through dynamic updates of the

Network Server location database through the Application Server Redundancy (ASR)

protocol

• Session Border Controller and Application Server-initiated rollover

• Automatic rollback of users endpoints to primary application server

• No Loss of active calls for an initiated rollover

• Failover CDRs

• Direct layer 2 Fibre connection to BT 21CN network

• Direct connection into BT’s Colossus networks

• Monthly Capacity and trend analysis reporting

Our fault diagnostics platform (Service Assurance) is a SIP based passive monitoring, detection and

alerting system that provides complete visibility of User and Carrier network behaviour, enabling a

shift from reactive to proactive network monitoring and customer care.

The WHC platform is geographically resilient and located at 10 different locations. For security

reasons this information is not published.

Centrex and SIP Trunking Endpoint Failover

All Centrex IP Phones are configured with a WHC SRV record. This means that they automatically

failover to a 2nd geographically redundant WHC PoP using DNS in the event of a failure.

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SIP Trunking devices that have been interop tested with WHC and are also able to utilise SRV records

will support failover in a similar manor. Some SIP Trunking devices are unable to use SRV and need

to be configured with individual domain names or IP Addresses for each WHC PoP to allow failover

to function correctly. The configuration setting required for each device is detailed in the individual

configuration guides. Note that any devices that are unable to use SRV records and unable to

configure a domain name or IP Address for both WHC PoP, although authorised to connect, will not

be covered by the standard platform availability SLA.

End User Firewall Security

When deploying WHC, CPs need to be aware of which protocols and ports the service is using in

order to amend, where necessary, local firewall polices to allow calls traffic and our applications to

function correctly.

Not all firewall configurations need ports to be opened. Please refer to the Firewall section within this

handbook.

Platform Upgrade Procedures

Our redundancy solution allows for upgrade procedures to be activated on the primary server/node

within a cluster first where only one node at a time is upgraded. This ensures that no more than one

node of a cluster is down at any given time. In addition a full lab test environment, replicating

production, is available and used to test new products and upgrades before introduction to the

production systems.

Platform upgrades are performed in a staged process as follows:

• Pre-staged and tested on the lab environment

• Break production HA system pairs.

• Upgrade one server in production

• Run-in/Monitor live environment

• Upgrade second server in production and restore HA pairs

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Pricing

All confirmed contractual pricing is detailed in the pricing charge books that sit alongside the service

terms and conditions.

Charging Tariffs and Tiers

We provide two charging tariffs:

• Pay-As-You-Go (PAYG) – all calls are charged for

• Pay Monthly (PAYM) – calls to 01, 02 geographic numbers, 03 and calls to Mobile FM 1, 3,

4, 5, 6 are inclusive subject to a Reseller Fair Usage Policy.

The volume thresholds for PAYG are as follows:

PAYG TIER Qualifying Licenses*

Tier 1 500-5000 Licenses

Tier 2 5001+ Licenses

The volume thresholds for PAYM are as follows:

* Qualifying licenses are:

• Centrex Functional User

• Centrex Fixed User

• Centrex Mobile User

• SIP Trunking Company Channel

Rate Cards Structure

All confirmed contractual pricing is detailed in the pricing rate cards that sit alongside the service

terms and conditions. Rate cards are broken down into the following sheets:

• Service Establishment

• Centrex Licenses & Add-ons

PAYG TIER Qualifying Licenses*

PAYG Tier 500+ Licenses

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• SIPT Licenses & Add-ons

• Numbering

• Calls

• CPE including Phones and Headsets

• IP Connectivity

Service Establishment Pricing Sheet

This pricing sheet contains the cost for introducing service which is made up of the following product

sets:

• Service Establishment – this covers the one off charge applicable to every new WHC CP

and will cover the creation of the service, access to all portals, mandatory two day training

and branding of the Configuration portal and certain key applications (if required).

• Additional Training – this covers any additional training that CP’s may request throughout

the product life cycle.

Centrex License & Add-Ons

This pricing sheet contains the Hosted Centrex core licensed components of the service and is made-

up of the following product sets:

• Company, Site & User Licenses – this covers the Line feature packs which include Centrex

Functional User, Centrex Fixed User and Centrex Mobile User. Please note Company and

Site licenses are provided free of charge with User licenses. All User licenses are charged

monthly in arrears and come with three termed options: 1 Day, 1 Year or 2 Year.

• Optional Application Licenses – this covers the optional overlay licenses and software that

can be added to Company, Sites and Users, i.e. Receptionist Consoles and IM applications.

All licenses are charged monthly in arrears and come with 1 Day term.

SIP Trunking License & Add-Ons

This pricing sheet contains the SIP Trunking core licensed components of the service and is made-

up of the following product sets:

• Company, Site & User Licenses – this covers the Company SIP Trunking Channel licenses

along with the Trunking User, SIPT Functional User, SIPT Fixed User and SIPT Mobile User.

Please note Site licenses are provided free of charge. All User licenses are charged monthly

in arrears and come with three termed options: 1 Day, 1 Year or 2 Year. Company SIP

Trunking Channel licenses, term options are: 1 Day, 1 Year, 2 Year or 3 Year.

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• Optional Application Licenses – this covers the optional overlay licenses and software that

can be added to Company, Sites and Users, i.e. Call Recording and IM applications. All

licenses are charged monthly in arrears and come with 1 Day term.

Although SIP Trunking channels are configured at the Trunk, Site and Company level, licenses are

chargeable only at the Company level. For larger deployments with multiple SIP Trunks across a

Company, this enables aggregation of SIPT channels that is particularly relevant for resilient

configurations.

Numbering

This pricing sheet contains the numbering components of the service and is made-up of the following

product sets:

• New Numbers – This provides new geographic telephone numbers.

• Geographic Number Import – This enables existing geographic numbers to be imported for

use on WHC.

Calls

This pricing sheet contains the calls components of the service and is made-up of the following

product sets:

• Major Call Types (Off Net) – This covers the major call types including calls made to;

Geographic numbers (national/local) and Mobile numbers.

• International IDD (Off Net) – This covers all calls made to international destinations.

• Minor Call Types (Off Net) – This covers the minor call types including calls made to; Operator

Services, 0844, 0871, 0845, 0870, Premium Rate Services (PRS), and other mobile numbers

not covered in major call types

• Directory Enquiries (Off Net) – This covers calls made to DQ services.

• Emergency 999 Calls (Off Net) – This covers calls made to the emergency services provider.

Please note On Net voice and/or video calls are zero rated. For any CP’s on the PAYM rate card,

Geographic and Mobile calls to the agreed destinations are zero rated subject to a Fair Usage Policy.

CPE

This pricing sheet contains the CPE components of the service and is made-up of the following

product sets:

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• IP Phones – This covers pre-configured plug and play handsets from Polycom and Yealink.

• IP Conference Phones – This covers pre-configured plug and play handsets from Polycom

and Yealink.

• IP Headsets – This covers Jabra headsets selected to work with our Polycom and Yealink

handsets.

• Accessories – This covers accessories that support the handsets, such as power cables.

CPE is charged at a one-off fee but may be offered at lesser rates when taken with a termed Centrex

License. Please refer to the Rate Card for detail.

IP Connectivity

This pricing sheet contains the IP Connectivity components of the service and is made-up of the

following product sets:

• Managed Broadband ADSL – This covers ADSL2 20c copper ADSL lines as well as

installation and migration charges. ADSL2 lines are available on the following data allowance

packages: 50GB or Unlimited.

• Managed Broadband ADSL2+ – This covers ADSL2+ 21c copper ADSL lines as well as

installation and migration charges. ADSL2+ lines are available on the following data

allowance packages: 50GB or Unlimited.

• Managed Broadband Fibre – This covers FTTC fibre ADSL lines as well as installation and

migration charges. Fibre lines are available on the following data allowance packages: 50G

or Unlimited.

• Managed Broadband Routers – This covers the routers that we sell as optional extras.

Pricing Updates

Monthly updates to pricing are placed on the ‘Briefings Portal’, located at btwholesale.com, and

emailed to registered CPs. To access this site a CP will need to log onto btwholesale.com and

request access. We will authorise this once the contract WHC terms and conditions have been

signed.

Price Changes

WHC reserves the right to change pricing providing 28 days’ notice is provided. Emergency

International price changes can be changed with 6 days’ notice in extenuating circumstances.

However the following price changes are generally the norm for WHC:

• Service Establishment Charges – Prices are only expected to change annually with 28

days’ notice provided.

138


• Numbering Charges – Prices are only expected to change annually with 28 days’ notice

provided.

• Centrex Licenses & Add-On Charges – Prices are only expected to change annually with

28 days’ notice provided.

• Calls Charges – International carriers change their termination rates on a weekly basis and

we change these monthly. However we reserve the right to change these with 6 days’ notice.

Mobile Carriers change their pricing on a quarterly basis so we will reflect these changes as

they happen and will provide 28 days’ notice. All other prices are only expected to change

on an annual basis.

• CPE Charges – Prices are only expected to change annually with 28 days’ notice provided.

• IP Connectivity Charges – Prices are only expected to change annually with 28 days’ notice

provided.

New Product Introductions

All new products will be communicated in writing to CP’s via the BTWholesale.com briefings tool.

139


Billing & Invoicing

CP’s should refer to the WHC Billing Guides and supporting documentation, located on the Document

Centre, for full details on the billing operation.

Invoicing

Billing will be handled via the standard BTW Billing process and it is a contractual requirement for all

CP’s to set-up a Direct debit (DD) before they are service established on WHC.

All invoicing in done monthly and DD’s taken 28 days later (this may vary subject to credit vetting

results). Invoices are electronic and will be posted via CP’s secure area on the Billing Portal. The

invoice will provide an outline of the services ordered and total sum due. Full back-up data is also

available within the SDEDS folder.

It is the CPs responsibility to bill their End Customer directly; BTW will only invoice its CP. CPs who

do not have a billing capability should contact their Account Manager and they will be able to confirm

with the Product Team which external billing companies are commonly used across the WHC

customer base. Appropriate contact details will then be provided for the CP to pursue.

Billing Reports

We provide the following billing reports to enable you to bill your End Customers:

• Daily Bill Back-Up File (BBU) - this is an aggregated feed which provides a record by record

feed of all products that a CP has consumed from the beginning of the month to the date

detailed on the file. BBU files are available to download daily from our SDEDS portal

• Monthly Bill Back-Up File (BBU) - this is an aggregated feed which provides a record by

record feed of all products that a CP has consumed and that are active at the time of the

monthly bill run. The records shown are for the previous month. BBU files are available to

download monthly from our e-billing portal.

• Call Data Records CDR’s – this is an aggregated calls feed which shows the volume, time

of day and value of calls aggregated by call type and terminating network. Rated CDR’s are

available to download monthly and 4 hourly. Unrated CDR’s are available every 15 minutes

from our SDEDs portal.

• Electronic Invoice – this is the monthly high-level breakdown of our invoice to you for the

previous month. The invoice is a summary of the BBU. E-invoices are available to download

monthly from our e-billing portal.

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Please refer to the billing documentation for further detail on files structure and for confirmation of

how to register for the e-billing portal.

Early Termination Charges

When you sign one of your Users up to either a 1 or 2 Year fixed term deal on a Centrex License, this

is the committed minimum term. If you subsequently decide to cease the User, then an ETC charge

will apply for the remaining term of the license. Please refer to the Pricing Charge books for

confirmation of this charge.

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Service Exceptions

Dialler Restrictions

Please note diallers of any type are strictly prohibited and are not supported on the platform.

Call Attempts per Second (CAPS)

Where Hosted Centrex and SIP Trunking services are deployed in standard business environments,

Calls Per Second (CPS) or Call Attempts Per Second (CAPS) rates are unlikely to be a concern. In

larger SIP Trunking environments where this may be a design consideration, please refer to the table

below for the maximum CAPS permitted on SIP Trunks based on the number of channels deployed.

Number Management & Calling Plans

Number Management has a number of restrictions that are detailed in the handbook and user guides.

However for clarity the main exceptions, notwithstanding the specific guides are as follows:

• Numbers sub-allocated to WHC cannot be exported to the PSTN network

• Gold numbers cannot be sub-allocated, all numbers are allocated form the next available

block

• Sub-allocated blocks come in maximum blocks of 100 numbers; CP’s requiring more than

100 numbers need to order these in two separate blocks and WHC cannot guarantee these

will be continuous ranges.

• CP owned number ranges not supported, all numbers need to either be sub-allocated or

ported through the number portability process

• Out of hours porting is not supported

• We do not support the porting of numbers where the line has a REDCARE service, this needs

to be removed first

Company

SIP Trunk Channels

Maximum

CAPS

>30 1

120 2

600 6

1000 10

1500+ 15

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• The porting off Featureline numbers where the number is classed as an EQUINOX range

may require the lines to be downgraded to single lines before they can be ported

• Calls to personal numbering services (070) are not supported

• CP’s are required to set-up their own number barring on the BP if they wish to restrict calling

to particular destinations

• It is the CP’s responsibility to provide and update all 999 site locations details directly onto

Business Zone

Deploying SIPT Services into Emergency Call Handling Environments

For many years now the originating legs of calls to emergency numbers have received priority

handling within TDM networks, and to varying degrees the same has also been true for some VoIP

networks. This process has included reserved channels on TDM bearers for emergency calls, and

allowing call set-up requests for such calls to be progressed at times of congestion/overload when

ordinary calls would have been rejected. These processes have been built on the dialled number

(999, 112 etc.) and priority/protection service markers in TDM, and on dialled numbers in VoIP

networks.

However, once the call has been onward routed from the emergency operator to the relevant

emergency service provider, although the onward legs in TDM networks have also had

priority/protection markers set, the use of such markers for emergency calls in VoIP (SIP) signalling

has not yet been specified, so if any of the onward legs include VoIP transit or destination networks,

such calls could fail due to congestion/overload in a way that they would not if the call was TDM end-

to-end. This must be considered if potentially deploying SIP services to an End Customer handling

this type of call as SIP based platforms are currently not recommended for such calls.

General Exceptions

It is the CP’s responsibility to ensure they read all user guides and documentation on the Document

Centre before deploying new users on the system. BTW will not be responsible for any incorrect set-

ups as a result of CP’s not following the correct process.

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Miscellanous

Service Cessation

CP’s can cease their WHC contract by serving notice at the end of their minimum term in accordance

with the WHC terms and conditions. Please refer to the terms and conditions.

Cessation of your User services, Companies, Sites, Users etc., is done directly on Business Zone,

and is in accordance with any applicable license terms. Please refer to the WHC L2C Ordering –

Business Zone User guide, available to download from the WHC Document Centre.

Complaints Handling

For details on complaint handling please refer to the CSP, available to download from

btwholesale.com/csp.

https://www.btwholesale.com/pages/static/help-and-support/product-documentation.htm

The information in this publication was correct at time of going to print. We may make minor alterations to the specifications of products which do not affect their performance, and may vary prices and delivery charges. The telecommunications services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms part of any contract.

© British Telecommunications plc 2014. Registered office: 81 Newgate Street, London, England EC1A 7AJ.