earthlink complete tm hosted voice overview

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EarthLink CompleteTM

Hosted Voice Overview

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About EarthLink

Over 1.1 million customer relationships and over 150,000+ business customers, SMB to Fortune 500

Over $1.2 billion in revenue - 95% Business Services and Broadband

Over 3,000 employees

Leading Nationwide IT

services, network and

communications provider

Founded in 1994

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Nationwide Network

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EarthLink Business Infrastructure

• Operates a nationwide IP network with underlying fiber assets in 30 of the top 50 MSAs in the country

• Over 1,300 Central Offices / Collocations Nationwide

• Fiber Optic Network

– 27 states

– 90 Metro Rings

– 55 IP and circuit-based switches

– 7,916 Metro Fiber Miles

– 20,813 Non Metro Fiber Miles

– Over 28,000 Miles in Total Fiber Transport

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Hosted Voice

Hosted Voice is a completely managed enterprise class IP phone system, high speed broadband, voice services, features and unified communications, delivered via a secure, private IP network as an end-to-end solution from one provider.

Limitless Office Location Scalability

Remote Worker

EarthLink Support Center

Find Me Follow Me

Metaswitch

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Business Continuity & Disaster Recovery

How can EarthLink Business provide solutions?

• Redundancy and failover options for data networks

• Auto-rerouting and IP failover for voice networks

• Web portal control of call routing to alternate sites or phone numbers

Power Outage - Northeast

Paralyzing - BlizzardCatastrophic - Fire

7How is EarthLink’s Hosted Voice Different?

• Differentiators

– EarthLink’s Financial Stability and it is a Publically Traded Company

– EarthLink provides managed IP Phones or customer can purchase IP Phones from EarthLink

– IP Phone Options – Polycom or Aastra

– POE & Battery Back-up included

– Onsite training and Virtual training options

– Dedicated Hosted Customer Support Group

– Multiple Broadband Options (DSL/T-1/Ethernet/BYOB

– No/Low CAPEX

– Private Nationwide Network w/ Quality of Service (QOS)

– Proven Enterprise Class Hosted Voice Provider

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What are the components of Hosted Voice?

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What are the Component of Hosted Voice?

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Hosted Voice

Access Types

BYOB*

DSL - 23 Speeds T-1 and NXT-1 (up to 9mbps) Ethernet Access 10 & 20mbps

Hosted Voice Components

Hosted Voice

Optional

Call Router

General Voicemail

Standard Voicemail

Premium Voicemail

Unified Fax

Auto Attendant Basic Auto Attendant Premium

Webhosting

Analog Lines

Confererncing

Mobile

MPLS

1.Service Bundle 4. Select your Optional Services

Hosted Voice

Service BundleConverged Minutes 1500 Internet Access Unified Voicemail (1 included) Email accounts Toll free number (1 included) Domain Name Registration Basic Managed Router

2. Select Number of Seats – based on bandwidth

*BYOB Access requires BYOB Notice

3. Choose Your Access Methods

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Hosted Voice Hardware Options

Polycom IP 450 Polycom Expansion Module

Polycom IP 450

Polycom IP 550 Polycom IP 6000

Aastra 6755i

Aastra 6757i

Aastra 6731i

Aastra 6739i

Panasonic CT (Cordless)

Adtran NetVanta 1234

Adtran NetVanta 6355

Aastra 6757i

Polycom IP 650

Polycom IP 335

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How to choose:Select Phones based on type of user and required functionality

Aastra 6757i

Up to 9 lines with call appearances12 Customizable soft keys with LEDsSupports up to 3 expansion models4 Navigational keys

Desk Phone

Aastra 6731i

Up to 6 lines with call appearances3 line LCD display4 Navigational keys8 Programmable keys with LEDs10 Pre-defined hard keys

Lobby/Break Room

Aastra M675i Expansion Module

Compatible with Aastra 6755i, 6757i, 6757iCT and 6739iMaximum of 3 expansion modules20 soft keys per expansion module (up to 60 keys)LED for status indicationMultiple power saving options

Administrator/ReceptionAastra 6739i

Gigabit Ethernet SupportBluetooth Headset SupportBuilt in USB PortOn Screen QWERTY keyboardUp to 9 lines with call appearancesUp to 55 programmable soft keys

Executive/Power User Gig E Capable

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Conference Rooms

SoundStation IP6000

(SIP) conference phone. 802.3af Power over

Ethernet. Expandable. Includes 25' (6 meter)

Cat5 shielded Ethernet cable.

Administrator/Reception Add OnExpansion module for IP650

Affordable Desk Phone

SoundPoint 450

3 line, POE, XHTML micro-browser, HD voice

Backlit grayscale 256x116 LCD

Desk PhoneSoundPoint 550

SIP 4-Line IP desktop phone. With HD Voice

Built in PoE, Microbrowser & Backlit display

Compatible Partner platforms.

Administrator/Reception/Executive

SoundPoint 650

6-line IP desktop phone with PoE support.

Backlight display, HD Audio, USB port

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How to choose:Select Phones based on type of user and required functionality

Lobby/Break Room

SoundPoint IP 335

2-line SIP desktop phone with HDVoice

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Cordless Telephone (CT)

Base station and one phoneUp to 5 additional phones per base station

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Customer Premises Topology

• EarthLink provides and manages all premises based equipment and IP Phones associated with our Hosted Voice Solutions

• IP Phones allow for PC’s to be connected on the same customer provided cabling

IAD & Ethernet Switch

IP Phone

IP Phone

IP Phone

IP Phone

Customer Premises

Computer

Computer

Battery Backup

Computer

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Hosted Voice Network Topology

Connectivity solutions should be based on type of customer facility and bandwidth requirements.

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Hosted Voice Seat Types

How to choose your seat?•Basic Seats – For shared or public phones (no Voicemail)•Standard Seats – For users who do not required communication outside of the office, mobile integration or call routing•Premium Seat – For users who need advanced tools for productivity including mobile integration, more storage capacity for voicemail, fax & contacts•Remote Worker = Premium Seat for individual users who work from home or any fixed location outside the office

Basic Seat Features

Call Hold

Call Forward

Call Park

Call Pickup

Call Transfer

Caller ID Name

Caller ID Number

Caller ID Blocking

Do Not Disturb

Three Way Calling

Selective Call Acceptance

Selective Call Forwarding

Selective Call Rejection

Anonymous Call Rejection

Permissive Dialing

Distinctive Ring

Account Codes

Speed Dial (8 or 30)

Standard Seat Features

Unified Voicemail

Click-to-Dial

Find-Me/Follow-Me

CommPortal (Web)

Call Hold

Call Forward

Call Park

Call Pickup

Call Transfer

Caller ID Name

Caller ID Number

Caller ID Blocking

Do Not Disturb

Three Way Calling





Permissive Dialing

Distinctive Ring

Account Codes


Premium Seat Features

CommPortal Assistant (Desktop)

Call Handling Schedule

Outlook Integration

CommPortal Contacts

Click-to-Dial Remote

Call Me Widget

Call Jump

Mobile Fuse

Unified Voicemail

Click-to-Dial

Find-Me/Follow-Me

CommPortal (Web)

Call Hold

Call Forward

Call Park

Call Pickup

Call Transfer

Caller ID Name

Caller ID Number

Caller ID Blocking

Do Not Disturb

Three Way Calling





Permissive Dialing

Distinctive Ring

Account Codes


18Key Hosted Voice Features & Options

Incoming Call Mgr.

Dashboard Administrative

User Phone Profile Editor Find Me / Follow Me

ACD

Auto Attendant Call Logs

CommPortal Communicator (Soft Phone)

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Unified Voicemail and Fax

Feature Standard Premium General

Off-Hours Greeting

Future Delivery of Voicemail

Voicemail to Email

Voicemail/Fax Storage * 50MB 100MB 50MB

Max Message Length 180 secs 180 secs 180 secs

Unified Fax option option

Live Message Screening

Group Mailbox

Mobile Fuse

Mobile VM Notification

Announcement only

Announcement with general mailbox

Announcement with Operator asst

• Basic Seat VM not included• Standard Seats include Standard VM• Premium Seats include Premium VM &

Advanced Features• General VM – stand alone service

– For use with Auto-Attendant as general mailbox

– General Mailbox – greeting only for Main number

– Directions to location– After Hours

Unified Fax - Optional•Provides a separate phone number for inbound faxes only•Delivers faxes to your Communications Portal•Forward faxes as “.pdf” attachment to your email

Unified Voice Mail Options:

*Approximate Message Size = 1 MB per Minute

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Communications Portal

• Web-based interface to manage system 1. Dashboard : provides a quick view of the most common functions

2. My Mobileconfigures “Mobile Fuse”

3. Messages & Calls : provides Call Logs, Voice Mail & Faxes

4. Contacts : provides a method for storing and retrieving contact details

5. Call Manager : allows customer to manage how incoming calls are handled

6. Appsdownload optional features

7. Settings : provides access to customize hosted services and features

1 2 3 4 5 6 7

*Communications Portal not available with Basic Seat

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Auto-Attendant• Answers calls and routes them according to customer preferences

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Premium Offering

•Includes 1 to 10 levels of routing options

•Adds up to 5 sub-options

•Out of Office Hours and Holiday scheduling

•Allows Customer to upload custom message files

•Dial-by-Extension Directory– Callers are played the administrator-

defined extension options and may input an extension to reach the intended party.

•Dial-by-Name Directory– Callers are played the administrator-

defined name options and may select a name to reach the intended party.

•Administration Via Telephony User Interface (TUI) or Graphical User Interface (GUI) via the Web

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ACD Feature SuiteGeneral Features

• Auto Attendant routing to a specific queue

• CDR Retention and Storage

• Remote Agent support

• Customized message while caller is on hold in queue

• Zero out from queue to voicemail for message storage and retrieval

Agent Routing Plans

• Skill based call routing (SBR)

• NPA NXX routing

• DNIS based routing

• Direct Department calling (DDC)

• Uniform Call Distribution (UCD)

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ACD Feature SuiteAgent (GUI)

• User Name and Password secured Login / Logout

• Active / Idle Status and Busy – Ready indicator

• Last call time and date

• Number of calls currently in queue

• Transfer calls to another queue (4 digit extension)

• Whisper message to agent identifying queue & hold time

Queue Supervisor (Supervisors GUI)

• Real Time Reporting

• Agent Search

• Listing of Agents/Agents within a specific queue

• Queue monitoring w/real time displays

• Real time call monitoring w/ whisper

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ACD Feature Suite

Customer Defined Selections

• Number of Queues

• Number of Agents in each queue

• Maximum number of calls holding in each queue

• Customer designated call routing

• Customer specified “Zero Out” routing destination

• Agent assignment to a specific queue or to multiple queues

• Multiple queues assigned to a single IP Handset

• Maximum hold time while holding in queue

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CommPortal (BG) - Administrative

• The BG Admin portal is an admin interface that allows customers to manage business groups.

• Customers can manage individual lines and phones, adjust MADN and MLHG (hunt groups), program extensions and short codes.

• Customers have real-time access to adjust and record Auto-Attendant and Music on Hold services.

• A minimum of one administrator is required for each account. Additional administrators can be assigned by the customer after turn-up.

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Find Me / Follow Me

Never miss important calls!

Your Mobile

Your Desk Phone Home Phone

Route calls from your number to multiple numbers• Simultaneous• Sequential• Time of Day

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CommPortal Assistant - Premium

• Lightweight application installed on subscriber’s PC — Downloaded from CommPortal – Apps tab

• One-click access to key telephony features from taskbar— Instantly accessible, regardless of other applications currently

in use

• Features include:— Search contacts, with option to launch click-to-dial call— MS Outlook synchronization— Search corporate directory— Instant ComPortal launch— Control features such as Call Forwarding, Do Not Disturb, etc.— Control settings on Incoming Call Manager— Incoming VM/Fax message popup — Incoming call popup with call handling options

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Incoming Call Manager - Premium

• Manage and route calls from your desktop– Send to voicemail– Route to another phone– Route to pre-defined number

Improve productivity and response

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Incoming Call Manager - Premium

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Fused IP Desk Phone / Cell Phone Voice Mailbox - Premium

• A single Voice Mailbox for both Cell Phone and IP Desk Phone

• CommPortal walks users through migrating from their Mobile voicemail service with simple steps

• Subscribers benefit from single voice mail box

UnifiedMailbox

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• Free Calling Between Customer’s Sites

• Customers can build abbreviated dial plans from 4-7 digits

• Eliminates a Significant % Of LD Costs For a Typical Multi-Location Customer

Company A (Site to Site):Denver, CO

Company A:Dallas, TX

Company B:Charlotte, NC

Company B (Site to Site):Rochester, NY

Site-to-Site Calling

Note: Each site must subscribe to any EarthLink’s Voice Services

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CommPortal Communicator - Premium

• Soft Phone– Load onto laptop– Use your laptop

as your office phone

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• Converged Minutes is the Hosted Voice Long Distance Plan

– 1500 Long Distance Only Minutes per service location

• Additional 1000 minute buckets available

• Minutes can be shared between multiple locations

OR

– 1500 Shared Long Distance and Mobile Minutes

• Adds an additional 500 minutes to bundle for each mobile line

• Additional 1000 minute buckets available

• Minutes can be shared between multiple locations

– Converged Minutes is for domestic LD, including Toll Free

• International is offered under a separate rate plan

– International dialing permissions are blocked by default

– Customer may opt to enable International dialing

Long Distance Options

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Service Bundle Options

• Each Hosted Voice service is composed of any or all of the following options at no additional charge– One Toll Free Number– 250 MB POP email accounts included

• Up to 50 with T-1 and above access

• Up to 10 with DSL access– Expanded Calling Service Available– One Domain Name Registration– 6 to16 Usable Static IP Addresses included (Additional

available)

• Features included:– Abbreviated dialing – 4 to 10 digits– Available at single site or multi-site

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Configuring or Changing Your Phone

Do It Yourself !

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Hosted Voice Customer Training

On–Site Training Virtual Training

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Traditional Phone System Support Model

Think of the support and maintenance issues for a traditional phone system that business owners have to worry about and the possible negative impact on their company’s bottom line.

• Third Party required for hardware• Third party required for software• Third party for MACD• Unavailability of needed features and functions• 5 to 7 years usage before it becomes obsolete• Capital requirements for initial purchase for

replacement system at “End of Life”.• Expensive “In-House” technical support.• Expensive floor space utilized for equipment• Possible system downtime during a power

outage or catastrophic event.

38Hosted Voice BenefitsFeatures Advantages Benefits

One Provider Solution One Number to call for service and support issues – ONE company accountability.

Improved Efficiencies/Saves Time

Abbreviated Dialing Global Centrex, 4-10 digit dialing between domestic or international locations.

Improved Efficiencies/Saves Time

Hosted PBX Platform Reallocate IT Staff and Cut Third Party Costs. Reduced Costs

LD & Local Calling Site to Site Calling / EarthLink In-Network customers and converged calling minutes included.

Reduced Costs

Ongoing Support Managed Hosted Voice Service. Software & Firmware Upgrades. Eliminates Third Party Costs (new feature releases & additional applications).

Reduced Costs

Scalable / Easy MAC Pay As you grow: Add Seats, IP Phones, Broadband, Locations or additional services as needed.

Reduced Costs

Electronic Fax .pdf documents distributed via email / CommPortal. Increases Productivity / Saves Time / Reduced Costs

Unified Messaging Voice, email, and electronic fax Integration into a Single Platform.

Improved Efficiencies/ Saves Time

Single Cable Run 10/100 Ethernet port into Phone and an Output Port for a PC. (GIG-E option available)

Reduced Costs

IP Phones Aastra, Polycom – Industries Leading IP Phones Maintained by EarthLink.


CPE Industry Leading CPE, POE Switch, IP Phones, Battery Backup Improved Efficiencies/ Reduced Costs

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Hosted Voice Benefits Features Advantages Benefits

Training Included On Site or Virtual training. Improved Efficiencies/ Saves Time

Find Me/Follow Me Never miss a call again because the system will find you! Flexible user options. One Number to Dial


Administrative Portal (BG) More administrative control than with system located at customer premises.


CommPortal (User) Anytime, anywhere, anyplace complete call management for user (Call logs and Call Routing).


Platform Upgrades Instant access to the latest and greatest features and functions automatically. (No EOL)

Reduced Costs

Call Logs Visual logs of missed, received and placed calls for reference or single button dial back


Minimal Capital Investment Low to No CAPEX vs. OPEX Reduces costs

Imported Call Directory Anywhere, any time, anyplace access to your imported corporate directory.

Improved Effectiveness / Saves Time

ACD Affordable Inbound call routing to skill based agents. Available Call reporting, monitoring and MOH.

Better customer service / Better Retention, Continued Revenue

Auto Attendant Automated routing of Inbound calls Better customer service / Better Retention, Continued Revenue

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How Does Hosted Voice

Stack Up? Latest Technology

Enterprise Features

Unified Communications

Total Cost of Ownership

System Flexibility

Ease of Management

Time to Add Features

Time to Move Phones

Capital Outlay

Maintenance Costs

Simplistic & Efficient

Cost of Upgrade & Expand

Cisco, Infinera, Redback,

MetaSwitch

Included

Auto Attendant & ACD

Voice Mail & E-fax

Pay-as-you-Grow

Easy MACs

Minutes

Minutes

$ / Low

$ / Low

Easy to Use

Zero (0) /Low

Connect Multiple Locations Simple

The POWER of Hosted Voice

earthlink complete tm hosted voice overview

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