Hosted IP Feature Set Solutions and Explanations

Hosted VoIP Solutions Site Feature Set Descriptions

The following table provides further detail on what features are available for the ‘Basic’ site license.

*Basic Site Features*
Call Capacity Management	The Call Capacity Management feature enables Customers to limit the call traffic associated with individual groups by limiting the number of simultaneous calls that can be made to or from customer premises. A maximum number of simultaneous incoming/outgoing calls can be set for any specified set of users within a group. Customers can leverage this capability as a means of achieving network engineering and/or pricing objectives.
Calling Plan: Incoming Calls	Enables administrators to block specified incoming calls to their company, department and/or individual users. For example, some users may be prevented from receiving calls from outside the company, or collecting calls. The Incoming Calling Plan is configured via the Group web interface. In addition to being able to configure which types of calls each user is restricted from receiving (e.g. intra-group), group administrators may regulate incoming calling by restricting specific digit patterns. For example, users may be prevented from receiving calls from a competitor’s number or a particular area code or country code. If a profile has not been configured for a particular user, the default set of incoming call privileges for the department or group is applied.
Calling Plan: Outgoing Calls	Enables administrators to block users from making certain types of outgoing calls, such as long distance, toll, or premium numbers. The Outgoing Calling Plan is configured via the Group web interface. In addition to being able to configure which types of calls each user is restricted from making, group administrators may regulate outgoing calling by restricting specific digit patterns. For example, users may be prevented from calling a competitor’s number or a particular area code or country code. If a profile has not been configured for a particular user, the default set of outgoing call privileges for the department or group is applied.
Configurable Feature Access Codes	Provides each group administrator 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. Group administrators have the option configure two different feature access codes for the same service. For example, *69 and #81 could both be used to enable Call Return.
Device Inventory Report	Enables group administrators to inventory their Integrated Access Devices (IAD), SIP Trunking Gateways and IP Phones via their Group web interface. Devices may be easily added, deleted and modified. In addition, group administrators can assign users directly to a device and/or a port on a device. The location and default aliases for a user are automatically generated.
Hunt Group	Allow users within a group to be included in a specified sub-group to handle incoming calls received by an assigned Hunt Groups phone number. Group administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner:• Circular sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off. • Regular sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list, always starting with the first person on the list. • Simultaneous rings all of the users in the group simultaneously; the first user to pick up the ringing phone is connected. • With Uniform, as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle for the longest. If a user receives a call that was not directed to them through the hunt group, the call will not be included in the receiving order for Uniform calls. Group administrators can also establish a No Answer Policy to redirect calls to the next agent if not answered in a specific number of rings by the previous agent. If all idle phones have been visited once without answer, there are two options for handling the call: forward call to an external number, or give the call Temporarily Unavailable treatment, which can trigger a service such as Voice Mail.
Intercept Group	Incoming calls routed to a line that has been decommissioned are intercepted with an informative announcement, which can be customized and alternate routing options (for example, “This number is no longer in service. To talk to an operator, press 1). The service may be used to decommission an entire Site.
Series Completion	The Series Completion service can be assigned to a selected series of lines to forward calls on a busy condition. It is a form of “hunting” in which the next line in the group is tried in a prearranged order, without any limit on the number of sequential forwards. This service is used to support Key System functionality. Key Systems typically ring all available lines in a specified order for incoming calls, regardless of the number dialled to reach the company. For example, when calling a technical support hotline, the user dials 1-800-555-HELP. That number attempts to ring line 1 of company. If line 1 is busy, it will attempt to ring line 2 and so on. I f all lines are busy, the call can be sent to Voice Mail or another assigned service of the group. Similarly, if all lines or users of this company were assigned to a Series Completion group, the service acts just like a Key System.
Voice Messaging Group	The Voice Portal provides an entry point for end-users to access, use, and configure the following services via any phone interface: Voice Messaging, CommPilot Express, and Personalized Name Recording. The Voice Portal can also be used to record Auto Attendant greetings remotely. The Voice Portal can be reached from any phone. Each party uses their own configurable pass code to access their respective menu of services. Business groups also have the option of enabling a Voice Portal Wizard to run the first time users log into their Voice Portal. The wizard guides users through the following steps: change default pass code to a personalized pass code, and record personalized name.

The following table provides further detail on what features are available for the ‘Standard’ site license. All features from the ‘Basic’ license are included as standard.

*Standard Site Features*
Call Park	Enables a user to hold a call and to retrieve it from another station within the group. To park a call, a user depresses the flash hook and dials the call park feature code. The call is parked and the caller is held. To retrieve the call, the user goes to any phone in the group and dials the call retrieve feature code, followed by the user’s extension. The call is retrieved and connected to the retrieving user.
Call Pickup	Enables a user to answer any ringing line within their pick up group. A pick up group is a group administrator-defined set of users within the group, to which the call pickup feature applies. To pick up a ringing call, a user dials the call pick up feature code. The user is then connected to the caller. If more than one line in the pick up group is ringing, the call that has been ringing the longest is answered. Users can also execute call pickup via a web interface.

The following table provides further detail on what additional features are available for the ‘Premium’ and ‘Premium Plus’ site license. All features from the ‘Basic’ and ‘Standard’ license are included as standard.

*Premium & Premium Plus Site Features*
Account/Authorisation Codes	Account Codes enables the tracking of calls made outside of the group by prompting users for an account code. This service does not validate the codes entered (see Authorization Codes), so calls are not blocked. Account codes are managed by the Group Administrator and can be 2 to 14 digits long. Please note that groups cannot have this service and the Authorization Codes service enabled at the same time. Account Codes can also be implemented on a per-call basis in which users have the option to enter an account code by dialing a feature code before the call, or by flashing the switch-hook during a call and then dialing the feature code (for example, to register an incoming call from a client). Authorisation Codes performs an authorization of calls made to outside of the group by prompting users for an authorization code. Calls will not be connected unless a valid code is entered. Authorization codes are managed by the Group Administrator and can be of 2 to 14 digits in length. Please note that groups cannot have this service and the Account Codes service enabled at the same time.
Enhanced Outgoing Calling Plan	The enhanced version of the basic Outgoing Calling Plan provides administrators with a greater degree of control over outgoing calls made from within their group. In addition to “blocking” or “allowing”, given call types and digit strings, administrators have the following options for configuring the outgoing calling profile of their group, department, and individual users:• Authorization Codes – Selected users can be prompted for an authorization code to allow specified call types or digit strings. Administrators can preconfigure one or multiple authorization codes to be entered by users. Use of this feature within the Enhanced Outgoing Calling Plan takes precedence over the standalone Authorization Code service. • Sustained Authorization Codes – users have the option to enter a Sustained Authorization Code to unlock calling from their phone. When the feature is enabled, users will not be prompted for an authorization code every time they make a call that requires an authorization code, as defined by the EOCP. Separate feature access codes are used to turn this feature on and off. • Call Transfer – Specified outgoing call types and digit strings can be automatically transferred to one of up to three transfer destinations that administrators can pre-configure. For example, international calls made from a conference room may be transferred to a company operator who will validate the user’s identity and their purpose for making an international call. Existing configurations are retained when Enhanced Outgoing Calling Plan is assigned to replace the basic version of the service.
LDAP Directory	Enables users to access contact names and phone numbers from an external LDAP (Lightweight Directory Access Protocol) directory using an additional tab on their Telephony Toolbar. The LDAP tab enables users to click-to-dial a contact and performs searches by contact name.
Music On Hold	Enables group administrators to upload an audio file (.wav file containing music, advertising, etc.) onto the system to be broadcast to held parties. This service can be used in conjunction with the following services: Call Centres, Call Hold, and Call Park.

The following table provides further detail on what additional optional add-on features are available to be added to the Basic, Standard, Premium & Premium Plus site licenses.

*Additional Site Features*	*Description*
Auto Attendant	The Auto Attendant serves as an automated receptionist that answers the phone and provides a personalized message to callers with options for connecting to the operator, dialling by name or extension, or connecting to up to nine configurable extensions (e.g., 1 = Marketing, 2 = Sales, etc.). Configuration via the Group web interface also allows for hours of operation to be modified, with different options available for hours that the company is open or closed. Group Administrators use their voice portal to record auto attendant greetings. For example, a message may be left remotely to indicate that the office has been closed due to weather. In addition, users have the ability to record their name for playback when a caller dials by name or extension. A group can have multiple Auto Attendants configured, either individually (e.g., customer service with separate business hours) or integrated into a multi-level Auto Attendant (e.g., enterprise’s main Auto Attendant is configured to seamlessly route to the Auto Attendant of a particular department or location).
Call Centre ACD (Basic)	Enables business groups to set up a basic call centre with incoming calls received by a single phone number distributed among a group of users, or agents. The following functionality is supported:• Agent login and logout • Uniform distribution of incoming call to the available agents • Queuing of the incoming calls that cannot be answered immediately • Overflow to a given destination when the group is unable to accept calls • No Answer Policy to redirect call to next agent if not answered in a specific number of rings by previous agent • Redirection to a given destination outside of business hours • Music on Hold A variety of statistics are provided to monitor the performance of call centres, such as Average Number Agents Busy and Average Hold Time Before Call Loss. Statistics are also provided to track individual agent performance, such as Average Time Agent Spends on Calls and Amount of Time Each Agent Logged On and Idle. A statistics report is generated at the end of each day and sent to e-mail addresses.
Call Centre ACD Plus	Assign Centrex User features Call Forward Always, Busy, No Answer, Do Not Disturb, Selective Call Acceptance, and Selective Call Rejection to a call centre ACD. These can be used to define call diverts based on the event type. Example: Call Forward Always will divert all calls to a specific number even if Call Centre ACD Agents are available to receive calls. Please refer to the separate feature descriptions for more detail.
Hunt Group Plus	Assign Centrex User features Call Forward Always, Busy, No Answer, Do Not Disturb, Selective Call Acceptance, and Selective Call Rejection to a hunt group. These can be used to define call diverts based on the event type. Example: Call Forward Always will divert all calls to a specific number even if Hunt Group Agents are available to receive calls. Please refer to the separate feature descriptions for more detail.
Trunks Add on for Centrex Site	This allows the addition of a SIP Trunk Line to a Centrex Site.

Hosted VoIP User Feature Set Descriptions

The following table provides further detail on what features are available for the ‘Basic’ user license.

*Basic Personal Features*	*Description*
Authentication	Authentication allows the use of encryption to safely determine that the user at a given phone is who they say they are. This helps prevent hijacking of service and man-in-the-middle attacks in hosted communications networks. Every call and device on the platform is authenticated. The username and password must match the username and password configured on your phone, or in the phone’s configuration file.
Basic Calls Log	The Basic Calls Log enables users to view and dial from the following lists of stored numbers: missed, received, and dialed. The call log is accessed through the Toolbar and includes the most recent numbers registered for each category, as well as the respective call times and dates.
Call Forwarding Always	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 by dialling a feature
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 by dialling a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number and the number of rings before forwarding.
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 by dialling a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number.
Call Forward Not Reachable	Enables users to automatically redirect, proactively or reactively, incoming calls to other telephone numbers if your normal destination number is unreachable, i.e. the access circuit has failed.
Call Return	Enables a user to call the last party that called, whether or not the call was answered. To call back the last party that called, the user dials the call recall feature code. The system stores the number of the last party to call, and connects the user to that party.
Call Transfer (Blind and Consultative)	Consultative Call Transfer enables a user to consult with the add-on party before transferring the caller. To initiate call transfer with consultation, the user depresses the flash hook and dials the add-on party. When the call is answered, the user can consult with the add-on party. To transfer, the user hangs up causing the caller to be connected to the add-on party. Users can also execute Call Transfer with consultation via the Toolbar. Blind Call Transfer enables a user to transfer a call unattended before or after the call is answered.
Call Waiting	Enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone. To answer the waiting call, the user depresses the flash hook. The user connects with the waiting party and holds the original party. By depressing the flash hook, the user reconnects to the original party and holds the waiting party. The feature completes when any party hangs up. Users can also execute call waiting via the Toolbar. Users can activate/deactivate the Call Waiting service for all incoming calls via their web interface. Users also have the option of cancelling their Call Waiting on a per-call basis by dialling the respective feature code for Cancel Call Waiting per Call before making the call, or after a switch- hook flash during the call. Once the call is over, Calling Waiting is restored.
Calling Line ID Delivery – External	Enables the delivery of a caller’s identity to a user via the Toolbar and phone (if capable). Delivered information includes the caller’s phone number and name. The information is delivered to the web interface and the phone (if capable) only if the information is available and has not been blocked by the caller.
Calling Line ID Delivery – Internal	Enables Customers to control whether or not the two services below are assigned to a user, rather than being a default capability. Once this service is assigned, users have the ability to enable or disable the service.
Calling Line ID Delivery -Blocking	Enables a user to block delivery of his/her identity to the called party. The user controls the service via a web interface, which provides the ability to activate and deactivate the service. If activated, all calls made by the user have the user’s identity blocked. If this service is activated, users can still choose to allow the delivery of their Calling Line ID on a specific call by entering the respective feature code for Calling Line ID Delivery per Call. Once the call is over, Calling Line ID Blocking is restored.
Calling Name Retrieval	Calling Name Retrieval looks up the name of a caller in an external database when the name did not arrive with the original call. This is helpful to identify callers when using a phone that displays CLID information, or other call clients and applications.
Client Call Control	Allows users to use applications that connect to the system to perform call control and other functionality. Required for Client Applications such as Toolbar.
Flash Call Hold	Enables users to hold a call for any length of time by flashing the switch-hook on their phone and dialling the respective feature activation code. Parties are reconnected again when the switch-hook is flashed and the feature activation code is dialled again.
Flash Call Transfer	Enables users to transfer a call by hanging-up.
Intercept User	User Intercept can intercept incoming calls and play an announcement that provides alternate routing options to callers. This feature is typically used to decommission your phone line, either temporarily or permanently.
Last Number Redial	Enables users to redial the last number they called by dialling a feature code (e.g., *66) or click to dial out of the Toolbar.
Three- Way Calling	Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. To initiate a three-way call while engaged in a regular two-party call, the user depresses the flash hook and dials the third party. Before or after the third party answers, the user depresses the flash hook and forms a three-way call with the two parties. To drop the third party, the user depresses the flash hook and is reconnected with the original party in a regular two-party call. If the user hangs up, all parties are released. Users also have the ability to execute three-way calls using the Telephony Toolbar.

The following table provides further detail on what features are available for the ‘Standard’ user license. All features from the ‘Basic’ license are included as standard.

*Standard Personal Features*	*Description*
Automatic Call-back	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 can only be activated when calling within the same group.
Anonymous Call Rejection	Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service via a web interface, callers without available caller identification are informed that the user is not accepting calls at that time. The user’s phone does not ring and the user sees or hears no indication of the attempted call. This service does not apply to calls from within the group.
Do Not Disturb	Allows users to set their station as unavailable so that incoming calls are given a busy tone. Users have the option to activate and deactivate the service by dialling a feature code or configuring the service via their web interface. A status indicator on the Toolbar identifies whether this service is enabled.
Speed Dial – 8	Enables users to dial single digit codes to call up to eight different numbers, such as frequently dialed numbers or long strings of digits that are hard to remember.
Speed Dial – 100	Enables users to dial two-digit codes to call up to 100 frequently called numbers. Entry of the two-digit code is preceded by a configurable prefix: 0-9, A-D, , or # (default). Users can program the numbers in their directory via the Speed Dial 100 page in their personal web portal, or directly through their phone using the respective feature access code (75 default).

The following table provides further detail on what additional features are available for the ‘Premium’ user license. All features from the ‘Standard’ license are included as standard.

*Premium Personal Features*	*Description*
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.
Automatic Hold/Retrieve	The Automatic Hold/Retrieve feature automatically holds and retrieves incoming calls without the use of feature access codes. This feature is most commonly used by attendants using the Reception Console application. It is especially useful for attendants who handle a large volume of incoming calls, as it enables them to hold calls by simply transferring them to phones that act as dedicated call parking stations.
Barge-in Exempt	Restricts users from being able to barge in on your calls
Call Forward Selective	Enables a user to define criteria that causes certain incoming calls to be redirected to another destination. If an incoming call meets user specified criteria, the call is redirected to the user specified destination. The user controls the service via a web interface, which provides the ability to set the forwarding destination address and the criteria sets for determining which calls require forwarding. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.
Call Notify	Enables a user to define criteria that cause certain incoming calls to trigger an email notification. If an incoming call meets user specified criteria, an email is sent to the notify address informing the user of the details of the incoming call attempt. The user controls the service via a web interface, which provides the ability to set the notify email address and the criteria sets for determining which calls trigger a notification. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.
Calling Line ID Blocking Override	Enables a user to see the calling parties CLI. This is only supported with on-net calls between a customer’s site/s.
CommPilot Express	Enables users to pre-configure multiple profiles for managing incoming calls differently based on the user’s status: Available – In the Office Available – Out of the Office Busy Unavailable Each profile includes preferences for managing the relevant incoming call functions (e.g., Call Forwarding (busy, no answer, always, selective), Voice Messaging, Simultaneous Ringing, Call Notify), which can be via the Toolbar, and/or an IVR menu. If a user elects to use CommPilot Express, it will take preference over all of other service settings associated with processing incoming calls.
Directed Call Pickup with Barge In	In addition to the ability to pick-up a call directed to another user in the same customer group, this version of the Directed Call Pick-Up service also enables the user to barge-in on the call if already answered, thereby creating a three-way call. Administrators can configure whether or not a warning tone is played when a barge-in occurs.
Priority Alert/Distinctive Ringing	Provides a different call waiting tone (i.e., alert) or a different ringing cadence for intra-group calls versus calls received from outside of the group. This service is provisioned as part of the Priority Alert/Distinctive Ringing service, so users must choose to enable either Distinctive Alert/Ringing or Priority Alert/Ringing (different tone/ring for user-specified phone numbers) at any given time.
Push-to-talk	Enables user-to-user intercom service across a company. When a user dials the respective feature access code followed by the called party’s extension, the system will request that the called station answer automatically. Users and administrators can define accept and reject lists, which may include wildcards.
Remote Office	Enables users to access and use their service from any end point, on-net or off-net (e.g., home office, mobile phone). This service is especially useful for tele-workers and mobile workers, as it enables them to use all of their features while working remotely (e.g., extension dialling, transfers, conference calls, Outlook Integration, directories, etc.). In addition, since calls are still originated from the Hosted platform, the service provides an easy mechanism for separating personal and business phone expenses, as well as keeping alternate phone numbers private. This service must be set up by the group administrator.
Selective Call Acceptance	Enables a user to define criteria that causes certain incoming calls to be allowed. If an incoming call meets user-specified criteria, the call is allowed to complete to the user. All other calls are blocked and the caller is informed that the user does not wish to receive the call. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls are allowed to complete. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.
Selective Call Rejection	Enables a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets user-specified criteria, the call is blocked and the caller is informed that the user is not accepting calls. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls require blocking. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.
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. The caller can also interrupt the search to leave a message by pressing a DTMF key.
Simultaneous Ring	Simultaneous Ring enables users to have multiple phones ring simultaneously when any calls are received on their 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.
Voice Messaging User (Voicemail)	Enables users to record messages for incoming calls that are not answered within a specified number of rings, receive busy treatment, or are transferred directly to voice mail. Incoming callers are given the options to review and change their message and will get a warning tone if their message is about to reach the maximum configured length. Users can configure the service via their personal web portal or by calling into their voice portal from any phone. The personal web portal enables users to control whether their voice mail messages are to be delivered to their e-mail account as .WAV attachments and/or to the voice messaging system repository for retrieval from a phone. Users can also set their password and elect to give callers the option of connecting to an attendant by pressing 0.
Voice Portal Calling	By accessing the Voice Portal from any phone, users can listen to, save, and delete each message, as well as move to the previous or next message. During the playback of a message, users have the option of skipping forward, skipping back, or pausing. Replies to message senders can be sent, and messages can be forwarded with an introductory message to one or more group members, or to the entire group. Messages can also be composed and sent to one or more users in the group, or the entire group. Users have the option of marking a message as Urgent or Confidential. Users can also pre-configure lists of users to whom voice messages may be sent. The Voice Portal also enables users to record their name and multiple personal greetings for busy and unavailable. Users also have the option to enter a feature code on their phone to clear their message-waiting indicator (MWI).

The following table provides further detail on what additional features are available for the ‘Premium Plus’ user license. All features from the ‘Premium’ license are included as standard.

*Premium Plus Personal Features*	*Description*
Toolbar	The Toolbar application allows a user to control calls from the Toolbar in Outlook, Internet Explorer or Firefox. Calls can be initiated, answered, held, retrieved, transferred or conferenced. Incoming calls create a ‘pop-up’ on the user’s desktop.

The following table provides further detail on what additional optional add-on features are available to be added to the Basic, Standard, Premium & Premium Plus user licenses.

*Additional Personal Features*	*Description*
Call Recording + 30 Day Storage	Call Recording will enable users to record all inbound and outbound calls. It can be used to record all calls or used to record a % of calls. The solution is FSA compliant. Further details will be added once the product is fully launched.
Reception Console	The Reception Console enables a user (for example, receptionist) to monitor a configurable set of users within their business group.The Reception Console graphically displays users’ status (busy, idle, do not disturb), as well as detailed call information. A variety of options are provided for managing the display, including: sort list of monitored users by name, department or title; filter user list by these categories; select which column should appear, and in which order (for example, name, title, department, number, extension, status.
Soft Phone	This soft client may be used as an alternative to analogue or IP phones for making and receiving calls, while still having access to all of the features provided.
Toolbar	The Toolbar application allows a user to control calls from the Toolbar in Outlook, Internet Explorer or Firefox. Calls can be initiated, answered, held, retrieved, transferred or conferenced. Incoming calls create a ‘pop-up’ on the user’s desktop. Please note Toolbar is included as standard within the Premium Plus licence.
Voicemail inc Call Notify	Adds the Premium License Features of Call Notify and Voicemail to the Standard pack