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1. eeesseeeeeeeeeeeeee eee eee eene hne 19 Figure 10 nconnect Service Portal Adding New EXtenSion ccc cece cece ec ce scene cen eens eens enhn 19 Figure 11 nconnect Service Portal Extension Attributes Configuration cece cece cece cence neces ceeseees 20 Figure 12 nconnect Service Portal Adding Unprovisioned SIP Devices ccc cece cece cece cee eecenceeneees 20 Figure 13 nconnect Service Portal Adding Unprovisioned Yealink DeVICE cece cece cece cece cence eee eeees 21 Figure 14 nconnect Service Portal Adding FMC DeVICC ccc cece cece scenes cneccnsconscoescensccesceesceeseees 22 Figure 15 nconnect Service Portal Adding iPhone eeeeeeeee eee eene rhetor 23 Figure Tos NPON Mobile JADDIICallOI 222225929922942232224909 049 994909044999 0 2329890989 190920 9 49 9 049424409 Q0092PMP MSS T SQUI PA MDET 23 FOUS T Settings SOC mm 24 Figure 16 Emailihg Provisioning Key 2iseseseia deed be aaa a 24 Figure 19 Selecting VOIP DIOS ccccccsesopesesecosssoretescterisesstesdsessseresesscesdiesssesdsesssasdsesscecdeesacesenesesess 25 Figure ZO Selecting VOIP ODNONS cxcvenanenarenunencranunenasanusenusenusencieeanencnneeseeenuesueceuneneaeaneneneanaenesans 25 Figure 21 Mobile Device Settings MenU sssessseseessesossoesossoesoesoesossosesssossossossoseossoseossoseossossoseoe 2 FIGURE 22 LICENSING MENU iesuveuivesdva ns urVEMC PESE EE EU HERNS E
2. NCONNECT an nfon uk lid brand nconnect Cloud Telephone Solution service Definition This manual provides an overview of the nconnect solution ordering and service processes NFON UK Ltd Telephone O20 3740 6740 Fax O20 3740 6712 www nconnect com myles leach nconnect com nconnect Cloud Telephone Solution Service Definition ee Table of Content Ft Introduction te NCONMECE Solutions sesen rn d vXE SERRE mb UE HRMIDU IMEDU EpIEUNN DIN HEINE 6 1 1 nconnect Cloud Telephone System c ccsscccccsseccccesscceceesecccseecceceesececeesececseuecceseusecessuecesseneceeseuesetsenecss 6 l2 Cibu dressturesdngd FUDCHOHSIIDU sesser neepa sags eee es dex Matt uUi dRd DUM epu E saan 6 2 MCONMCCL PIOGUEIS and Seice cT TOTO EET 7 LA PPO a E E E eer er ee 7 SM dac cC E E ee eee 8 24 SOFTWAREAND APPHCATIONS CTI ooruri eERONREHH DN PEPFURME OPRERR ER EC RO ES E o DRUNV E ES PEVEUE 10 2 5 Voice Operator Panel VOP nReception eeeeesseeeeeeeeeennnnnennene nennen ener nnns eese 13 2 6 Call Centre Monitoring QUEUCMETTIICS ccccccccsssccccesecccceeceecesececausececceseceeseusecessunecessueceesensecesaeneess 14 22 BB BL Saale pc eei iride M ee nee Un VINE Vm nee v ME UEM IN ee 14 2 8 Professional Service Secese rer nea desastre Calles e ovr EE Rad FUR E NAP Kod Vre UO A ea a vU RUEDA aa ERA 15 Mises uei NETT m 15 S CS POL ssec ERE UP IHRE Rhume pM NR DRUSI QUE 15 3 2 Process of Adding an
3. 35 nconnect Cloud Telephone Solution Service Definition NCONNECT Manuals Leaflets SEARCH IN NCONNECT DOCUMENTATION Search Please choose your Manual P START SEARCH ADMIN PORTAL nterrace f USER PORTAL control User management our teepnone system NCONNECT an nfon uk ltd brand mmis aa nconnect com Terms and Conditions Legal Notice Overviews Downloads DOCUMENTATION Manuals leaflets overv DOWNLOADS news Call data records 43 2742 7 55 66 555 sla 44 20 3740 6740 Figure 40 my nconnect Portal Login Screen The CDR record below is accessed via the above Portal and is available in Excel csv and pdf formats Customer CDRs Billing Reports Details NICUOTININELU TI my ncon nect corm Gow CW KALST 2023 07 92 10 11 31 ornate lacet EIN HOME Numa PAGI LAYOUT FOMAR ALAS DATA aan WA y 2 zey ed gq Um o Cakes jt a Sa Rep tee borana k r2 d MX P sms T i e gt lt s s LEY 1 e Pate e E 2 Ur omm acad harre Cent boet Dette forrest wea f s Iu DA CSD CH Beeler 2 amp i dic LAS s 20s dee I LI fac n LLE ankd Ma ipten a tate HJ fe Account PEL ete amp Time A fateenion Destination Tene in Secs Pre in FU Destination fore Raten cd Cont Conte gt ww o 201107 1 4 05 02 004912222204471 1 Dekama ne 100 OOP oer unknown 239 AMT o 2011 07 12 1654 09 00491222224
4. A Othe bookmarks DJ tedgerste 9x SP User Hes Zreg Suns User Agent Prate Type Ha Extefion Expres Star KAIBTITTAI B6 135 950 196230 72 155 6896 128 5060 OX s anE70 7 41 s n 70 0004 1M IERIE T ves KA418737706 86 135 350 205 0050 188 6896 1285050 Ox Aasra MH22 aasra6711i 00085033A24C 3 S5 ves KA18717EDD 86 135 880 005 2048 1056396 1286050 OK shaniz0 a 36 avert 0004132F5163 1 E ves K amp 18737747 UNO aseyti 005352136506 n ves Figure 42 NFON Cockpit View Technical Support Portal Nfon Cockpit View CDR foceteexe ac ED oOUSWm OUNBNNNNNEN EN ee gt 8B hipsinscntonaet x Mon poio ld bedenung Functio hedening lezlletz Mionuk Fano o hips mentioned 7 Confeencesconbal Seriea ta Login x non O me cesh Sane Tra 2187 1 22 25483 SLB ied i AMH 124128 Hib 22 22 36 AMHA 03 12 408 HLH 21 382 AMH 15621231 2811 87 38 15 18 27 2812 07 22 12 18 253 2811 87 11 1E BE 2 2813 87 21 21 38 24 2811 87 17 ii ER IMM 15 38241 LG T1234 JETT 1 Tel TL 203804 E Toro HHHH Hada HHHH Hipi HHRHH Biitit EE442524112224 Bipi rN PHPH MapN EE442724 112221 Linn PE EE4427524 112224 Baap Pere Sosa 78 EE442224 1122241 Bip Camm ator BE44278 4 112221 EIL IER EEAA2E 24 110201 aa RBS Ce EHHI HH Hiie EE4427224115321 B52477 4ERE LE 7 d es eg Hinn EEJ47T4ERE herd Bandini EE4427224 115221 Bhi 4EREEET d EEJIMTTAERIIETA Hid sEEl ee 0 AJS deg insert en hiunber or ap
5. 100Kbps symmetrical bandwidth per call To ensure an optimal IP telephony experience nconnect recommends that customers undergo a thorough assessment of their networks which will ensure high standards of usability and manageability of the nconnect solution SIEP L The items listed below would normally be required and should be planned prior to proceeding with the installation e The nconnect auto configurable supported IP Phones snom Aastra Siemens amp Panasonic Polycom Conference phones This will allow easy configuration of the devices directly from the nconnect Provisioning Portal e f using other IP Phones that are not supported for auto provision by nconnect then ensure appropriate access to the Web Interface of the IP Phones with appropriate user ID and passwords for manual provisioning of the devices e Structured Data Cabling to minimum Cat5e standard should be in place prior to installation of the IP Phones e Power over Ethernet PoE Switch IEEE 802 3af standard with VLAN QoS IEEE 802 1p capability PoE capability allows easy and flexible deployment of IP Phones as additional power sockets are not required Where PoE Switch is not provisioned then a Suitable power socket is required close to the IP device e Internet connection with sufficient bandwidth to support the quantity of concurrent calls to be supported e g nconnect solution supports only high quality CODECs G 711 and G 722 and therefore min
6. 28 nconnect Cloud Telephone Solution Service Definition ay g NCONNECT e The figure below lists the modes of this key based on connection status Calls are routed via WLAN or completed Calls are routed via Green VolP registration successfully completed ae n See us Blue Info Mode Registration successfully GSM Yellow Connecting to network Registering SS Red Registration failed Unable to connect RA Grey Offline no WLAN Data connection active available Figure 26 Registration Status e When the FMC App is activated touch e Press Settings to get to the Settings the Menu button at the bottom left ocreen Select Network Settings option corner of the mobile device screen as shown in figure below Settings option appears at the bottom of the NFON Mobile App together with Exit Settings Connect See below figure nfon Mobile 2 E Connect Network Settings Menu Settinas Figure 27 Settings FMC Numbers Access numbers for Enterprise features Dual Mode Settings Dual Mode VolP Settings Registration credentials towards system Network Settings Network Preferences VolP over 3G Call Preference Dual Identity Misc Settings Autostart setting Replacement Licensing Client serial number expire date license information Figure 28 Network Settings Screen 29 nconnect Cloud Telephone Solution Service Definition e n t
7. The problem led to serious delays in Ein Ausbuchen in queues setting call forwarding etc should be corrected Applicable for any inconvenience we apologize If still you experience any problems please contact our support 49 800 Continue reading Conversion Ticket System 08 April 9 04 01 14 12 04 AM Dear partners on the night of Tuesday to Wednesday 08 09 April is moved our ticket system This is short term can not be reached We ask for your understanding Your nfon Team Maintenance window for SRTP client 31 03 14 11 34 PM We will in the coming days our SRTP system update and the following two appointments have provided for the maintenance window A this Wednesday 02 April from 22 00 bis 23 00 clock around here are all SRTP enabled phones for about 5 minutes Continue reading Official sales release for NSOFTPHONE premium for Windows Z 02 03 14 11 24 PM Dear white label partners we are pleased to inform vou that we are now the new NSOFTPHONE premium for Windows 32 and 64 bit release for distribution Here are the hiahliahts Softohone Figure 5 nconnect Service Portal 16 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk lid brand b Select lt Targets gt where you wil see the summary of the configured extensions on your account Elements Administration DID Help Welcome Targets KA21N Sign Out o0 rs EA TARGETS mm Z
8. ceesescetUsptoRPI PEN PEE RPE PER PEE PER ARE P E PNE A P PNE IR E RENE IR PIENE I PUE EROP RO POLIS 12 Table 3 nconnect Service Desk Contact Information sss ississsiresisssicsrcsssrcssirescirsidusesssctsserisdiusiieseisacasss 49 Table 4 Faut Escaidlon 6I RESTO TET 50 Table 5 Escalation TIMESCAICS i22 eo E aduEE Ri ERR ROREERRXER RE RREERRRTVE dA ERERRRE E ER RERRREECER PEERS 50 Thame Ge ESt REU rtr crm 57 Table s MCONNMeCE Product FOALUICS scssscexucasw ces eiaie cece isis dec e ists gen pisie ELE AER DAN prebacen dieder KR REA CRY REPRE ERU RE 63 nconnect Cloud Telephone Solution Service Definition List of Figures mau IPAMON Ful ccce 8 Figure 2 ficonnect FMG ADDasseesenedaesneseues eaae sePquadtddune sob upra dee CI PIU PLI Te CI Ua mRe EERTE 11 Figure Nu eeni ede sgiege tet 12 Figure 42 Service Portal Login SGEN uusssso tutes eto ost oU a a a aa 16 Figure 5s NCONNEC Sevice Ponal assesssssvesesesas eue OSA ASA ISRECSEPE EPOSEPOS E P SR COSE D E RERO RPQS NUES 16 Figure 6 nconnect Service Portal Targets 4 1 ee eaae an e de In ERAS nEs Ene OR EPA e RAN Ra NA Eun dan Run dan daa 17 Figure 7 nconnect Service Portal Elements ceeeeeeeeeeeeeeeeee eene ohh 17 Figure 8 nconnect Service Portal Adding New Dewvice eeeeeeeeeeeee eene hh 18 Figure 9 nconnect Service Portal Adding Amending extensions
9. 100Kbps bandwidth is need per call symmetrical bandwidth e Patch Panel depending on size of installation e One 10 100base T or 1000Bset T Gigabit Port on each LAN will be available at each location for each nconnect IP device e Customer will ensure that the network settings shown in the attached document Network Settings are configured on the WAN Routers Firewalls prior to connection of the nconnect IP Phones This will allow the nconnect IP Phones to successfully auto provision and enable voice communications on the LAN network Ensure Routers are set to provide DHCP with sufficient private addresses The nconnect IP devices IP Phones and ATA are pre set for DHCP to obtain their auto configuration files e To improve voice quality use QoS to prioritise voice traffic over data Furthermore traffic 44 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand separation could be used which also enhances the security whereby voice and data traffic run in separate VLANs e For existing LANs without prior VoIP devices it is essential to carry out LAN Performance Testing to ensure it meets the latency and jitter and packet loss requirements of VolP nconnect s channel partners can carry out this service to ensure the LAN meets the required standard for VoIP implementation e For new Greenfield sites provided the LAN components Data Cabling RJ45 Sockets and Leads LAN Switches e
10. Customer fraud reduced by proactive monitoring and detecting abnormal usage limit set Patents pending in fraud detection algorithms e TUV Saarland approved speech quality 1 2 Cloud Features and Functionality nconnect cloud telephone solutions are available for either single or multi site customers ranging from a small branch office to head office with 1000s of seats Here are some of the main enterprise features of the nconnect solution that will enable businesses to seamlessly connect and collaborate e Wide range of IP Endpoints e Range of Soft Phones and CTI applications e MS Lync integration e Full mobility features through integrated FMC Fixed Mobile Convergence e Auto Attendant Digital Reception Welcome GREETING MESSAGE e Interactive Voice Response IVR e Voicemail to E Mail Integration e Fax to E Mail Integration e Conference Room up to 50 people e Add hoc Conference call e Hot Desking e Call Recording nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand e Call Centre Monitoring e Lifelong free firmware upgrades for supplied IP devices and many other features See Appendix C for full Product Feature List 2 nconnect Products and Services 2 1 Products Listed below are all the products offered as part of the nconnect solution which comprise of 2 packages with different sets of features and functionality e nconnect Enterprise e nconnect Premium bolt on to
11. Device attached to this extn Voicemail Call Forward conditions Geographical settings Configuration Functions keys After making the selections you must press SAVE New phone extension X Save Cancel Name Extension Internal number gt Inbound numbers gt Phone Devices gt Voicemail gt Call Forward gt Geographical settings gt Configuration b Function Keys Save Cancel Figure 11 nconnect Service Portal Extension Attributes Configuration 3 3 Adding and Configuring Other SIP Devices in the Portal Customers can add IP Phones and other SIP devices which are not provided by nconnect These devices are referred to as Unprovisioned SIP Devices These devices are added into the Portal under the ELEMENTS Devices Add Unprovisioned SIP Device menu The process is the same as adding a normal IP device but customers have to manually input the User ID Password and SIP Register IP Address of SIP Proxy into the device via the device s own configuration system often a web configuration gt P v Welcome Targets Elements NFON Aemieistrktion DID Portal Log Heip Temporary Im ANTEC dao Oe NIF OIN Customer KAIBT Nfon Lid x DEVICES 9 Asstra b FMC D Fork b Device Type iD SIP Username SIP Secret Created Leksys L JL aastet731 000 decns y KA1BT37747 bvs VFEiBe 2013 07 11 18 40 Standort M nchen Leon se Unprovisiones SIP O ona Peycom A KA1BT38127 UeyhSdhg
12. Enterprise For detailed feature comparison between the nconnect Enterprise and Premium versions please see Appendix C nconnect Cloud Telephone Solution Service Definition A g NCONNECT 2 3 IP Devices The nconnect service is delivered to the end customer via a range of devices and services 2 3 1 IP Phones nconnect supported IP Phones are fully auto provisioned These include models from the following manufacturers e snom e Aastra e Panasonic e Polycom IP5000 Conference 2 3 2 Analogue Terminal Adapters ATAs To support a range of analogue phones POTS and faxes we support and supply and support the following e Patton ATAs The Patton Multiport ATA Analogue Telephone Adapter connects analogue devices to IP based data networks It is ideally suited for integrating analogue fax machines T 38 Of course it can also be used to integrate analogue telephones or door openers which then establish a connection to the NFON telephone system The Patton ATA converts voice traffic into data packets for transmission via your IP network hanks to the international standards for voice and data networks the Patton ATA ensures reliable operation The following Patton models are available Patton SN 4112 up to 2 analogue devices Patton SN 4114 up to 4 analogue devices Patton SN 4118 up to 8 analogue devices Patton SN 4412 up to 12 analogue Figure 1 Patton ATAs nco
13. Extension in the Service Portal cccccccsssecccessececcesecceeeesecesseeceeseeeeeeseeseeetsuneses 18 3 3 Adding and Configuring Other SIP Devices in the Portal c cecccccsssececcesecceceseceeeesececeeeeeeeeeeseeesseneees 20 3 4 Adding an FMC Device to the Service Portal iPhone Example eeseseernnn 21 3 5 GUIDE TO NFON EMC APP EEPES 23 3 6 Typical Customer COMM SUF ATION spssiceccceeuisctesrninecreexecceeanxceceuarasedsncurosesnees Geadeansaoesieodsacdecaviensosvsectbeammentuerdee 33 Onl WVCOMGOUP Ol Cal mmm 34 SE Pileesdiceuueeccitt tmm 35 39 VACHINIGal SUD DOE Ol CaN cem 37 3 10 NFON Information Portal cccccssssssccccccccseeesseeeccccessaeesseeeceeeessaeesseeeceesessaeesseeeeeeeessuuasseeeeeeeessuaaaeeeseess 38 EG HIG WO C SS Sia cca eesti cte OE ET 40 4 1 Orgderhequiremielit saaneena EEE 41 4 2 Order Processing and Implementation cccccsescccccsseccccessececeeseccceenecccceeseceseueceseeescceseuseceesenecesseneeeeees 41 4 3 Customer Order amp Fulfilment Process Roles amp ReESPONSIDIIItICS cecccccesseccecessceeeeeseceeeeeeceeeeeneeeees 42 2 Ic OME OC EET 43 SXNEME o dde cR 43 5 2 How is the installation Planned cccccescccccsseccccessccccesececcesecceeeseceeeeseceseuecceseunecessusecesseeceesseseeessuneees 46 59 lt nhanced ienitie mU sjore gue m mom ET 46 SA MST idea diee ci D T tO EESTI 46 5 5 Post Installation Testing and Ha
14. establish if the Internet Connection is working check that you IP Phones are displaying the extension numbers and or any names you have programmed If you can make and receive calls on your nconnect provided IP Phone then it is likely that the Internet connection is working e f you have had a power cut or if the Internet Router IP Phone has been unplugged accidently then please allow up to 5 minutes for your service to restore fully before testing the service e Detailed user guides are available at our Information Resource website http www myNFON com en manuals and on our Home page www nconnect com The information here can help you with many issues how to set voicemail how to Forward call How to Transfer calls and many other useful guides and tips 52 nconnect Cloud Telephone Solution Service Definition Process Flowchart for nconnect Fault Reporting Customer contacts nconnect Service desk NSD Technical Difficulty 0118 321 2121 Option 2 from IVR Or via email to support nconnect com CSA gets back to the customer with the course of action detailing the problem and estimated solution time timeframe Feedback NSD customer service agent CSA attends the call The CSA issues Ticket on Zendesk time 3 hours from TECH SUPPORT The CSA liaise with UK Tech Support and tries to get r
15. is snom compatibility list Firmware NCTI standard NCTI standard NCTI premium NCTI premium CRM CRM 300 320 to 08 04 35 Wi J J s 370 to 08 04 35 J J JV E from 8 7 xx J V V V 710 720 760 from 8 7 xx v V V V 821 870 to 08 04 35 4 J J from 8 7 xx 2 J J J JV Table 1 snom Compatibility List 12 nconnect Cloud Telephone Solution Service Definition NCONNECT 2 5 Voice Operator Panel VOP nReception The nReception operator workstation from NFON allows you to use extensive operator and manage 2 5 1 ment functions to handle all kinds of calls FUNCTIONAL OVERVIEW The VOP has a variety of features v Unlimited number of parallel call v Caller called photos Call history v Unlimited number of directories v Presence function Busy Field v Drag amp Drop Light v Softphone mode v Call duration display v Echo suppression v Compatible with all USB v Block caller ID v Local main directories headsets v Hardphone mode v Call transfer v Directory filter v LDAP integration v Messenger Integration v Directory search v CRM integration v Outlook integration v User interface customisation v Desktop alarm v Speed dials v Import export directory v Hold call v VoiceMail Status v Email integration v Unannounced transfer v VoiceMail speed dial v Web browser integration v Announced transfer v Latency monitoring Y You can see whether an employee is on a call Transfer incoming calls wi
16. o Ensure that installation is carried out safely e Ensure customer contact is present at time of installation e Complete and Update Configuration template with LIVE setup on the day of the install See Appendix B 5 5 Post Installation Testing and Handover to Customer e Use Test Documentation Appendix A to ensure all necessary tests are performed to the highest standards checking all essential functions and features are working correctly Test Process to verify all extension and basic features are working See Appendix A o Test calls and make O G and I C calls o Test the voice mail to e mail feature o Test the DDI number o Test IVR operation and Auto Attendant Message o Check CDR e Provide basic user training on how to make I C and O G calls dial 9 for outside lines how to access voicemail and record a message call transfer e Obtain customer signature on Acceptance Form to ensure customer is satisfied before the engineer leaves the site 5 6 Handover to nconnect Service Desk e Following successful deployment the solution can now be handed over to nconnect service desk e Send the Completed documents as listed in Appendix B to the nconnect service desk via email service nconnect com 9 6 1 Testing amp Solution Acceptance Following installation the nconnect engineer must complete a Test Sheet Install Completion and Acceptance Forms Appendix A 5 6 2 User Training onsite post install On site Post insta
17. telephone system siloa da v 131 uo P Teeme 15 56 22 Registriert i ape E aT A epee Figure 2 nconnect FMC App 11 nconnect Cloud Telephone Solution Service Definition NCONNECT Softphone nCTI Basic The nconnect Softphone is a feature rich softphone with all the advanced features and functionality of the nconnect Desk phone Using the nCTl Basic application the Softphone doubles as a CTI client to control the desk phone and integrates in to MS Outlook Contacts with Click to dial functionality Figure 3 nconnect Softphone 2 4 3 Microsoft Lync nCTI Standard The FMC client establishes a connection to the NFON Cloud telephone system which then connects to the desired telephone number using the landline number The FMC client provides a business instance which makes you available on the go while protecting your privacy with the FMC client you can also make calls under your business identity when you re not in the office The FMC client searches for the most cost effective connection thus optimising your costs If an existing WLAN connection is available for the mobile phone to connect to every outgoing call is automatically connected via WLAN establishing a VOIP connection to NFON platform In the case of an internal call no mobile network charges result at all With an external telephone number you are making calls at the favourable rates of the NFON telephone system Shown below
18. the installation showing all key parameters such as Internet Connection type Ethernet Switch IP address and extension range See Appendix B e Configuration of the nconnect Service Portal o IP Phones configured in Service Portal before going to site o Numbers tested in Services Portal o Any configured Services Time Control Queues Groups tested before going to site 9 3 Enhanced Technical Support Should the customer require a complex configuration which is beyond a normal install nconnect is able to provide this pricing will need to be discussed with the Channel Sales Team 9 3 1 The process for Technical Support is as follows e The Sales team will liaise with the customer and agree extra support to ensure resource can be allocated e Agree contract rate and scope of work e This requirement is discussed with Technical team and a time is agreed when the customer and tech support can arrange a session either via On Line or Conference Call or Onsite e After Technical Support the results are documented 5 4 Installation Processes e he nconnect service engineer or customer will install the nconnect solution and connect to the customer s provided Internet Access e Attend customer site on scheduled appointed day and carry out installation to high quality standards e Install equipment following best industry practice 46 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand
19. the nconnect Service Desk ccccceeccesessceeeseeeeseeeeseeeneeees 52 T DOCM OROCO S eee ee ee ee ee ee eT 55 7 Cu stome r Connie Capture FON sonas cessieiesubadisohuPaa mrs EE E 55 Z2 CONT CAUTION CS I ces E inue Ed DUNS aS nesses ERN DUE 55 7 9 Customer Network DISTA d seccion ipea Fb d Eo pEREBE Vt prex FINE T SERE ETE RUP E HO Epe o Hd E SpASERE E Fg vbe TOUR PR E EME UBI 55 7 4 Resource Centre and Website ccccccccccssesssssecccccccceeesseeeccccessueasseeeccceessaueusseeeeceessuuauseeeeeeessauagaeeeeseess 56 BS APERO OO icneteipcue Iun repenpa rin FIMM ERR IRAM ERG UNI E E E 57 8 1 Appendix A Customer Test and Acceptance esssssessseeeeeseee eene nnne nnns tns nennen rne 57 8 2 Appendix B Customer Network Planning Guide Pack esses 58 8 3 Appendix C nconnect Product Features ccccssscsessccsssccesssecensseceusseceusseneusscueussceeseseusseseusseneussenenssens 59 8 4 Appendix D nconnect Order Form eese nennen eene nnne nnns nne se etnia ness aatis arenas 63 8 5 Appendix E nconnect Information Capture and Plug amp Play Network Requirements 64 Plug amp Play Network REQUIFEMeNt cccccccccccccsssssssssssesseeeeeccccccceeeeeecauueeessssseeeeeeceeeceeeeeeseaagagansssseeeeeeeeeeeeees 64 aequ Soda e ET mmm 64 List of Tables Table 1 nconnect Product Versions c cese Error Bookmark not defined Table 2 snom Compatibilty DSL
20. 11 Test Services Groups or Queues 12 Transfer calls to other extns 13 Test CDR Record after making and receiving calls 14 Test Conference Room calls if configured 15 Test Voicemail options and greetings 16 Test Voice Mail to E Mail 17 Hold Call 18 Group call pick up 19 Test DND 20 Call Recording 21 Fax to E Mail Test if configured optional 22 Voice Quality Table 5 Test Schedule 8 1 2 nconnect Acceptance Form NCONNECT ACCEPTANCE FORM ENGINEER COMPLETION NOTICE confirm that the installation task was completed in accordance with the Sales Team Quotation given to T pted by the customer e solution was left in working condition and acce the 57 nconnect Cloud Telephone Solution Service Definition NCONNECT 8 2 Appendix B Customer Network Planning Guide Pack DDI numbers dial plan call flow network diagram The planning pack below should be used to gather customer configuration requirements Call Flow and current network 8 2 1 Customer Config Capture Form nconnect Customer Configuration Form This template should be used to capture all the configuration requirements and then NCONNECT updated to show actual configuration once pee configured in the Service Portal nconnect Service Type CUSTOMER NAME INITIAL CONFIG FOR UK OFFICE 8 2 2 Call Flow Design Partner to provide Flow Diagram showing how the customer Call Flow process is organized in the Service Portal Thi
21. 36 Genoe Calli TIOW sstcnsecvstcns test teme te statcwatsstatcwatsseiewatessiewstessiewatessiewatessiemateseieweteseievateveieed 33 Figure 37 nGonlrol Portal ccncaccuncseaccer ccc ciea ci ca ciet ci eve enel CI EI PME ee ctee cine clea cine cies eter ct PEE PEE PEE PEE PEE EDS 34 Figure 36 NControl End User COntrol scxcscvescreseueetseseucetseseuesteestudsteestessteeseedsGneseuesenestedstnastegstness 34 Iure 39 gt NCONUOl Panel Grav csssessssstucususstsssvsstuesansociewensecuewsusetiewsrscesewsnseueminecsusueteetueueneueuens 35 Figure 402 MYNFON Portal Login SOIGell xesescsevcserctenctenetersteretureie Te ercieRe eee RETI PE IRE I E EHEE CH P er MEUS 36 Foure 41s CDR ROCO MOT I ITI TUR 36 Figure 42 NFON Cockpit View Technical Support Portal eeceeeeeeeeeeeee eene ehe 37 Foure Ao NEON XODERBIE View CDR cucnccexcsenncenccancisuccenecenutencsansdcucteessecscaecdanstsaneensseauconsceusecuade 37 Figure 44 Information Portal Screenshot Jsssoaseoepsusatespau ole ERE ele ERE PEN e REPE a aii aiaa a 38 Figure 452 Information Portal Screensnb Bassepnstesovo eoa robo mane nade eae tian cee bebe tdan pede ean mean bou opo 38 Figure 46 Information Portal Soreenshol C ves ccsacine ccsacceacceecieectee cian ctee cies claw cies ccan cies IF EIREEI NNN PE EUR PS 39 nconnect Cloud Telephone Solution Service Definition Figure 47 nconnect Order amp Service Fulfilment Process cceeeeeeeeeeeeee e
22. 4471 I gouiim2in 0 0000 Great Britain id network peak onnet cal to6 4 KAIST O 2013 07 23 151950 0009122222227 1 204945 1003 15 0 0000 Germar aed eterort onet cat T 5 ABT o 2023 07 26 111205 Osm 1 004420833 75196 0 0190 Grest Britain London fised network Zone 1 196 6 AMT oo 2013 07 26 17 47 00 0045122222644 00 n poss 7148945674 28 OAO Orest Britain cell vodafone Zote 1 Cell 23 LA AMT 201 07 26 21 9434 004942222244470 00 04474 21162 n 0 20916 Great Britan cell Trobe Dore 1 Coli x9 LA LA i AMT o 2014030 18 06 27 00490222226470 2 ena T ases a Q0 296 Great Britain cell vodatcne Tore 1 Celi 2 90 5 AMT O 2013 07 00 22 has 0049122222444 1 bb 083 75190 1 0 0190 Great Oritan Lenson Need network Zone 1 19 w w D Figure 41 CDR Record 36 nconnect Cloud Telephone Solution Service Definition A NCONNECT an nfon uk lid brand 3 9 Technical Support Portal The Technical Support Portal is provided to the IT Manager Admin contact who want their own customer 2 line support queries the portal URL http nsc NFON net manage Nfon Cockpit View Technical Support https nsc nfon net User name name Password given by administrator l gt a LTheloz x fenicePc 1 SencePo x Senxego x Me Take x __ salectorce x mion Supp x Savice x Q nttps nscnfonnet monco 3514 MI Gmail Emslfrom G gt bedenung functio bedienung lestiets S Momk Pnie __ nttpsu myrfonnet
23. CES ADD snom snom300 17 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand This opens up the Panel shown in Figure 10 below here you enter the MAC Address of the snom300 and select the site from a drop down list Then you must press SAVE snom300 X v Configuration Firmware 8 4 35 MAC Address Site Standort fuer mobile Nutzung External Ringtone Internal Ringtone Ringtone 1 Same as external Cancel Figure 8 nconnect Service Portal Adding New Device 3 2 Process of Adding an Extension in the Service Portal Using the Service Portal as shown in the previous pages you can easily and quickly ADD a new extension or make changes to an existing extension already in the Portal Initially when a customer is allocated an account the Service Portal will already have the number of extensions that have been input into our Ordering System For example if the customer requirement was for 10 extensions 10 IP Phones and DDI number range these would have already been entered at the ordering stage into SalesForce Once the customer confirmed and signed the order then this initial requirement is automatically downloaded into the Service Portal ready to be customised to exact customer requirements in terms of the names for each extn user which user is allocated which DDI number any services that require configuration such as Time of Day routing TimeControl Queues
24. CONNECT an nfon uk ltd brand 6 9 2 Premium Service 6 day service with Quick Response Operates during the hours of 0800 1800 Monday to Friday and 09 00 16 00 Saturday excluding Public Bank Holidays nconnect will guarantee to respond within 1 working hours of receipt of a fault and aim to fix within 4 hours 6 9 3 Premium Plus Service 24 hour service Operates 24 hours a day 7 days a week including Public Bank Holidays nconnect will guarantee to respond within 1 hours of receipt of a fault and aim to fix within 4 hours 6 10 Helpful Hints before reporting an issue to the nconnect Service Desk Typical Technical issues the Customer may report The nconnect Service Desk NSD is likely to face the following issues during the first two days of new deployments e Customer unable to make Outgoing calls e Customer not receiving Incoming calls e The Internet link or network is down e The IP Phone has been accidentally disconnected or moved and cables not connected back correctly e Customer reporting poor voice quality cracking voice connection or One Way audio nconnect Cloud Telephone System utilises the Voice over IP VoIP technology to deliver the services and as such the Internet Access is a key part of the solution Therefore please always check that your customer s Internet connection is fully functional and if in doubt ask your Internet Service Provider before reporting any faults to the nconnect service desk e To
25. IVR Groups and other functions as required The flow diagram below shows how to either ADD another extension or amend an existing extension As shown in the preceding pages and Screen Shots of the Service Portal select Targets to enter the Extension config mode 18 nconnect Cloud Telephone Solution Service Definition To ADD an EXTN Select Targets from Service Portal Enter Extn Name amp Enter Extn Number Select the Device this is the Device added Elements Select Voicemail Options Select the Forward settings From the Configuration tab select the Language settings the Outbound trunk and the number you wish to be displayed Save and Exit Figure 9 nconnect Service Portal Adding Amending extensions To ADD a new Extension which is not already exisitng into the Service Portal following steps Select TARGETS ADD a phone extension TARGETS rin dq ore ee f aceites Hewes m Ur PES Am Hre T ri P2 aga ooo ci lb tee nina T il Ea oo feel narica p pm O5 age apre m al XE L eh Sed ae c Conca Danica Pian r Sepers a Sart Figure 10 nconnect Service Portal Adding New Extension A NCONNECT follow the 19 nconnect Cloud Telephone Solution Service Definition ar S NCONNECT an nfon uk ltd brand This opens up the extra panel as shown below Here you can configure all the attributes of the EXTN name number Inbound number Select the Phone
26. S 2013 07 24 12 45 Standort liford 189 Sout sp Unprovisioned SIP D 001 Semens KAIST3S2C7 YU vxSOS1KD 2013 07 26 11 54 Standort Ilford 159 Sout SP Urprovisioned SI D 001 Unerovisioned SIP Device eo Unprovisioned SIP Device EksigQvTHoe 2013 06 12 11 41 Standort tiford 189 Sout mn kirkbase300 001 om tG7rHgHiW 2013 06 14 10 33 Standort Munchen Lecer se Unprovisiones SIP D 00150 426325C 2 23 KA BT1915F IM3yuZh dZ 2013 08 18 09 00 Standort liford 169 Sout m Patson4t tz MAIBAISSEAC KA18T339043 qQvvTDmUn 2913 08 22 12 10 Standort Iford 189 Sout m Port 00ADBADSAEAC Port 24 KA 1BTIS648 OxVqEnbz 2013 06 22 12 10 Standort Ilford 189 Sout m Port QOADBAOSEAC Fort 25 KAIBTIONF Anzs4VhQ 2013 08 22 12 51 Standort Iiford 189 Sout J amp sn0m870 D0041341DCEA KA18T3872D PXMIWCKGZE 2013 08 23 17 48 Standort liford 189 Sout MB sn0m300 0004 122DESCE 2 KATBT3880B cine GOxtPL 2013 08 27 23 32 Standort liford 189 Sout me Phone STBASIOB OTDS 45C5 55 20 KAIBT3B091 oKEVLILEG 2011 09 23 18 41 Standort Ilford 189 Sout Figure 12 nconnect Service Portal Adding Unprovisioned SIP Devices 20 nconnect Cloud Telephone Solution Service Definition NCONNECT Yealink Comis Genii dca dai Fade r GP mae ribarbe d TETE mich ll ba eet Por Caller D Arjanne Lio fl amp xa Decir Hur 2l amp SF moss tected D cae Fepre lira KkIETMGET F Ks eMC Lia cma EMIETISGET F led ie Ver Pike d ee 7 TERT EAT Trazersad iF L
27. S ESVSRIRIES PERPE EIN ML M EEEE EEEE EEEE EAEE TERETERE 2 Figure 235 Home PageissesosciesRERPUUCEERRPEREREEERORERAE ERAT RC ERA E EE SPRECHEN ERR ONN ONENEN EENIA PUR REN CUR EANN EN 28 Figure 24 Features SCICCH ioucoesosese ovas neue RPEE REIR PPEE AIR PIE RIEN EUNE PIRE n E P ES A E MI A E PIE A E M E A E RE E E EIUS 28 Figure 25 ISegISITOllODr KOV yorirrrsras tronon t rosar rar OPd RO IR OO QUOD OFEDNKU UOOIDENNA II QPMDUDMDN T RINRDPO I OU OOV MDOI 28 Foure M Ceu 29 Figure Z INGIWOIK Settings Merl acosasseue eur eene ME ORE HR E PNE E RET E P EE DIS P E DIE HIE T E PIE APA RIEN MPE PI MEE PINE 29 Foure eres eir et 29 Figure 29 VolP Settings Confirmation ss 2 c cc20 cs do 55350549593 0069509 90 69599906985 oU bis S060 bis 80i ibis EU UeUbisSa M EDI EUIS 30 Figure 30 NepWOIK PTeIGrerce acosapisaeasePQsEvO EPI OPI EPI RTI PIA QE PIA M ON M QE RPQ RE RENE QE RPQ REC ROC RFO RE DS NS 30 Figure 3T FMC ADD UBUSIO i255 16929958 93946490859434483480429914849348000489889109 00698543894 80 06990686544 066006 1E ARA ARR DEAE 30 wm COMIACIS Tre 31 Figure 33 Contact TYD6Sioriessas erasa aS OPE M EPIS EN MORIA S MONA QN QUNM RI MER PR MER REPE EE REPAS MEOS M RS MPO MES MP ESAE 31 Figure mEOir edl y ce ES 31 Figure 55 IPhorne Instructions PAGE serrian E E A 32 FIGUIe
28. acum DM SS LIE Fete v Du rsgs Ta TUM Hr vell En Tie a a Eusa Ditari Proce Server fused 2p Frerr Regi Darband Prove Server er er ten 4 SD Darin IE Ex lsti ara E ka ee tz as a I m Berta mran tha aiia hai x al i bic ota el Beds biteri From Sarr niu x n HAT Toral zT d ez cx wok want te S TUN Saray LIT Pru D p Thi Bde cud arit fer wx a Mal e ran Fon lemar ie Arargr CM ut r p Figure 13 nconnect Service Portal Adding Unprovisioned Yealink Device 3 4 Adding an FMC Device to the Service Portal iPhone Example To add an FMC device such as iPhone Android or BlackBerry in the Service Portal the process is the same as adding an IP Phone ie a DEVICE as shown in Section 3 4 From the Service Portal top line menu select the ELEMENTS Devices Add FMC then from the drop down menu select the device required iPhone Android etc The screenshot below describes the installation and configuration of the iPhone in the Service Portal Step Select the FMC option from the Top Line ELEMENTS menu 21 nconnect Cloud Telephone Solution Service Definition Welcome Help Targets Temporary NFON Administration Zak Ahmed Ser con A g NCONNECT an nfon uk lid brand Portal Log DEVICES 9 aastab731i A A Sip Unprovisione SP Unprovisione SiP Unprovisione we kirkbase300 SIP Unprovisione wm Patton4112 Port Port noma870 snoms300 i RRR i iPhone S
29. ate ticket into Zendesk to ensure it is dealt with as a standalone issue 3 The customers contact for all reports and issues will be the CSA and all communications to the customer will be via the CSA to keep customer fully updated A All issues being dealt with must be logged in the Zendesk as Tickets and progressed and closed on the Zendesk If customer enquires about any service related issues they must be referred to the NSD 54 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand Documentation Process The nconnect account manager will ensure that all records of customer config and requirements are fully documented according to the descriptions given in this document This will help in ensuring any future changes in customer requirements are met efficiently The documentation is designed to make it easy for the account manager to gather the essential information that will enable configuration of the customer s services Also it is important that once the on site installation is complete the Forms are updated with the Day 1 LIVE configuration as often some minor changes are needed on 1 Day of LIVE network See Appendix B as guide to what should be included in a Planning Pack 7 1 Customer Config Capture Form Customer config details must be recorded in the Excel Spreadsheet with all the relevant information the Yellow Highlights fields are required to be filed in by the custome
30. connected Please allow minimum 14 days for the number porting process to be completed 63 nconnect Cloud Telephone Solution Service Definition NCON NECT 8 5 Appendix E nconnect Information Capture and Plug amp Play Network Requirements IMPORTANT Please see attached the following two files which need to be completed by the customer usually arranged by account manager and handed to nconnect Sales team Please ensure that customer can meet the Plug amp Play Networking requirements before taking the order Please liaise with your Channel Sales Team for queries on the ordering information and service delivery process Plug amp Play Network Requirement nconnect Cloud Telephone System nconnect Plug amp Play Network Requirements 1 GENERAL INFORMATION Please note the following network settings are required to your network in order for the nconnect Plug amp Play solution to operate In general every end device IP Phone requires its own IP address ideally via a DHCP server When using a DHCP server please be sure you have sufficient IP oddresses available for assignment The DHCP server may not propagate option 66 Port ering does not need to be set up Any current SIP ALG must be deactivated If the LAN uses Spanning Tree Spanning Tree must be deactivated on the end device switch ports 2 FIREWALL CONFIGURATION Ports used In order to communicate with the IP telephone system the end d
31. e Solution Service Definition NCONNECT an nfon uk ltd brand 3 7 nControl Portal The nControl portal allows individual extension users to manage their extension features by themselves without having to ask the IT Manager or other Admin groups who would normally look after the overall telephone system The nControl Portal is available via the Internet at the following link https nControl NFON net To access the nControl net portal you will need the account number ID KAXXX followed EXTN number followed by Password this is the Voicemail PIN of your extn From this portal the user can change his Forward numbers do Call Diverts send Fax see list of callers call history and many other user functions nfon APPLICATION Identification KODO1 Extension 203 Figure 37 nControl Portal NCONTROL END USER CONTROL ID KAKES EXTN 253 Pazresnrel VIMIPIM SETTINGS i Select Primary Device and language Settings Se up you Extn profile and vM EE Extension amp Voicemail g Ch Linked extensions m C Call forwarding F Queues T Dm Programme Soft keys such as GLF ar Speeciial Sand FAX directly tn a A m rays 00441123242130 fe setiingsichicktodial A messages b Priaj BITO BRAMAC Zak Sofiphone Figure 38 nControl End User Control 34 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd b
32. e extensive statics for management of your call centre agents and ensure that your operation is compliant with SLAs agreed with your customers With Queue Metrics customers can e Reports on the call centre to create activity distinguishable by queue n Agent n and period indicating what is happening in the specified time for example received calls missed calls logged in logged out agents status etc and that these reports can be created during the use of equipment so that hardly determine a time delay e analyse every detail of the call centre activity individually e see on a screen what is happening in the call centre and the real time e provide their own customers or superiors in house call centres statistics on the call centre activities Heports available via QueueMetrics e Quick Activity Report e Agent Reports e Custom Reports e Real Time Reports Monitoring o The real time monitoring enables the analysis of queue and agent activity at the current time NOTE Your call centre data are stored for 6 months About https callcenter NFON net you get access to Queue Metrics Metrics queue is an internet application and therefore it does not require installation of a program So you can access it from anywhere and keep track of the activity of your call centre 2 DDI Numbers nconnect is able to provide customers with new DDI Numbers or PORT in existing numbers 14 nconnect Cloud Telephone Solution Service D
33. efinition NCONNECT an nfon uk ltd brand 2 8 Professional Services nconnect is able to offer our customers consultancy and project management for larger projects to enable them to design manage and support the nconnect solution This is a bespoke service and priced according to customer requirements 3 nconnect Portals Portal for admin and telephone system management The nconnect solution is configured and managed via online Portals designed to be operated direct by our customers and extension seat end users These Portals allow customers to configure all supported devices directly without having to interfere with the end devices own configuration and also control the end device at user level The Portals are both Admin controlled or and User controlled e Service Portal for configuration of PBX IT Manager Admin controlled e Extension control Portal for end users end user controlled e Commercial Portal for Invoices CDRs Active devices IT Manager Admin controlled e Technical Support Portal Service centre tech support controlled e Information Resource and Websites the nconnect NFON Website Resource Centre 3 1 Service Portal The Service Portal is the main configuration Portal for configuring the customer service extensions extn devices IP Phones settings of FMC Mobile Voice mail IVR TimeControl and many other functions of the nconnect PBX service The Portal is available via the Int
34. ene e hehehe nennen 40 Figure 48 Customer Order and Fulfilment Process Roles amp Responsibilities eee esses ee eeeeee 42 Figure 49 Customer Installation PIOCOSS cssecs secas s c uas ee E EAE RR E EAE E E MAD E E MIR I E IIR EVE RES RE E PER EIE PI CEP 48 Figure 50 nconnect Fault Reporting Process Flowchart ceeeeeeeeeee eee eene hohen 53 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand 1 Introduction to nconnect Solutions 1 1 nconnect Cloud Telephone System As with many business applications and services such as email and CRM ERP nconnect s telephony solution is a Cloud platform which provides integrated carrier grade cloud telephony solutions direct to Enterprise customers 1 100 000 user base with the following technical benefits e Co located Data centres with GPPS connections for resilience e Full interconnect with BT IP Exchange with dual access provided over fibre connections direct into BT Datacentre in London Telehouse e Further resilience is provided over BT s MPLS IP platform e Tier 1 interconnects with the likes of O2 Vodafone DT and other National Carriers e Encryption of voice transmission SRTP e Secure key transmission TLS e Encoded zero touch configuration e All provisioning data is encrypted e SIP account information can be replaced without customer interaction at any time no need to input SIP register into device e
35. er this will be the entering the details seconds your iPhone will be registered on to the nconnect cloud registered address you first gave when press SAVE and within 30 22 nconnect Cloud Telephone Solution Service v Definition NCONNECT an nfon uk ltd brand Cancel wv Configuration Firmware Appstore Version IMEI UDID Site Standort fuer mobile Nutzung Reverse Callback Cancel Figure 15 nconnect Service Portal Adding iPhone 3 5 Guide to NFON FMC APP 3 5 1 NFON Mobile iPhone App Download amp Setup Stage Download and install the FMC Client APP on your iPhone Visit the official App Store and download the NFON Mobile app on your iPhone Once the APP has been downloaded please follow the steps below for setting up the FMC device with the nconnect telephone system Stage2 Configure the NFON Mobile APP on your iPhone About iG e Open the application and press the icon Favourites depending on your iOS version About nfon Mobile About or Wersdem 1 5 3 422 age ge PONI filers AI This should be found in the lower right corner See Figure 16 Figure 16 NFON Mobile Application 23 nconnect Cloud Telephone Solution Service Definition NCONNECT e Press on Settings button found in the upper right corner See Figure 16 You should see the screen shown in Figure 17 Ring Tone Ring Default Vib
36. er and arranges for this to be ordered available been delivered to customer v nconnect asks customer to plug in IP Phones OR arrange Engineer for the managed installation within 7 working days of the order date v After installation is complete nconnect sends technical team copy of installation documentation verify testing and network drawings within 10 working days of the order date v v Sales team is notified of completed installation and Accounts is Technical Team notify Service team to add customer to Zendesk notified to start billing cycle BILLING PROCESS SERVICE PROCESS within 14 working days of the order Y Sales team updates the Customer List and final customer config and in service date Y The technical team contacts the customer within 7 day period to evaluate post implementation satisfaction The technical team will then handover the customer to the nconnect service centre see Section 6 Figure 49 Customer Installation Process 48 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand 6 nconnect Service Process The nconnect Service Desk provides real time support to customers in dealing with service affecting issues The service is provided 24 hours 7 days a week The Service agents are equipped to deal with first line support issues and log all faults on the nconnect ticketing system Zendesk Updates to customers and internal engineers are provided via t
37. er integration No Yes 116 Connect LDAP No Yes 117 Desktop alarm No Yes 118 Hold No Yes 119 Unannounced transfer No Yes 120 Announced transfer No Yes 121 Photos of caller called parties No Yes 122 Display call time No Yes 123 Detailed call history No Yes 62 nconnect Cloud Telephone Solution Service Definition 124 User interface customisation No Yes 125 Real time queue and agent monitoring No Yes 126 Professional performance analysis No Yes 127 Generate reports to view multiple periods No Yes 128 New key for every call No Yes 129 Voice channel encrypted with SRTP No Yes 130 Customisable by extension No Yes 131 Send recording to your e mail address in mp3 or wav No Yes format Table 6 nconnect Product Features Chargeable as a separate package on Enterprise 8 4 Appendix D nconnect Order Form nconnect Order Form should be completed by the customer usually arranged by nconnect account manager and handed to nconnect sales team The form will be sent to the customer in electronic format together with a quotation Please complete the NUMBER PORTING part of the form accurately providing all the information requested Once the Porting has been processed it cannot be cancelled and customer may lose the nDLESS COMMUNICATIONS Contract Documents number being ported or lines dis
38. ernet at the following link https portal NFON com en web portal Ilp welcome a To LOGIN into Service Portal you will need the account number ID KAXXX followed by the Password sent to you in the welcome email 15 nconnect Cloud Telephone Solution Service Definition ep NCONNECT an nfon uk ltd brand Welcome Help Signin ro mm Screen Name Password Remember Me 8 Forgot Password Imprint Manuals and Downloads Video Tutorials Figure 4 Service Portal Login Screen Once signed in you will get the following screen shot Targets Elements Nfon Administration DID Help rami houbby Sian Out nfon News RESOLVED Softphone Premium announcement This is a demo version 2 4 4 14 1 09 AM UPDATE Ladies and gentlemen the error was found and corrected Please restart the Softphone new so it can pull the license itself again We apologize for the inconvenience Yours sincerely nfon team Continue reading Opinion delays in Ein Ausbuchen setting call forwarding etc currently delayed 04 01 14 11 11 PM Dear customer at 01 04 2014 was from 13 30 bis 16 45 clock a fault when login and logout in queues and configuring call forwarding before According to diagnose the problem first had the cause be identified and clarified the possible measures Continue reading Fixed delays in Ein Ausbuchen setting call forwarding etc currently delayed Z 1 444 2 15 AM
39. erprise features Dual Mode Settings Dual Mode VoIP Settings Registration credentials towards system Network Settings Network Preferences VoIP over 3G Call Preference Dual Identity Mice Cattinac t Feature File Download Download configuration 5 e Factory Reset LCR Download Figure 31 FMC App Update 30 nconnect Cloud Telephone Solution Service Definition NCONNECT Stage 4 Contact List The default option on the FMC App is set to Personal Contacts _ Contacts Histor To select the Corporate Contacts via your FMC App on your Android device open the FMC App and go to Contacts tab on the FMC client Type in the Contact Name A small square window appears on the left side of the contact name Press 2 Figure 32 Contacts this window and you get an option to chose LEE 35 ls e All Contacts e Contacts Your mobile contacts igh All Contacts e Corp Contacts Corporate contacts Contacts jal Corp Contacts Figure 33 Contact Types The figure to the right shows how to select the ls frank Corporate Contact Frank rst eg n tiro Frank Mayer Ipad Bria Frank Panasonic KX UT113 Frank snom 360 Frank Softphone Frank Wutzler Frank Wutzler FMC Figure 34 Contact Frank 31 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand 3 5 3 Helpful Hints before downloading the FMC General Information on FMC P
40. ers used by nfon customers which have proven to be reliable thus far However the nfon AG does not assume any guarantee for this Figure 46 Information Portal Screenshot C 39 nconnect Cloud Telephone Solution Service Definition NCONNEC an nfon uk ltd brand 4 Ordering Process Prior to placing and processing customer orders it is important that the customer provides as much information as possible on the their requirements their existing networks and other services This information will determine if the solution being provided by nconnect can meet customer requirements Please see Appendix E Information Capture and Plug amp Play Network Requirements for the nconnect solution to be implemented The diagram below shows the keys steps in the ordering process nconnect Order amp Service Fulfilment Process Customer Service Configuration amp Delivery l p Technical Team Configure the Service Customer details nN Portal with customer requirements keyed in SF by Sales Team 4 Service Tested Pre Installation servicepeortal Yon Invoice raised and sent serviceportal To customerireseller F Hardware invoice sent within 5 days of Customer devices and delivery confirmation numbers downloaded inta Service Portal Customer sent 3 emails f 1 Welcome email confirming Account Service Delivered to No KAS XX and Password to access custamer the Service Portal QU F 2 Confirmation of the Hardware S
41. ervice Tested and Phones ordered and Delivery tar customer signoff obtained Address 3 Delivery Confirma amp on with UPS Tracking Reference Figure 47 nconnect Order amp Service Fulfilment Process 40 nconnect Cloud Telephone Solution Service Definition NCONNECT Listed below are the main requirements and processes to be followed 4 1 Order Requirement The information provided by the Customer will be used by the nconnect Sales Team to create quotes and orders on Sales Force For formal customer signup the Customer must obtain provide a completed and signed Order Form and if relevant the Porting information See Appendix D All the information provided is needed to process the order efficiently e he nconnect account manager will ensure that customer is informed about the nconnect cloud technology its benefits and features e The account manager will o Generate a quote for the customer either directly from their own systems or request nconnect Sales Team to issue it on their behalf Obtain signed Order Form from customer Pass the signed Order Form to nconnect Sales Team to process 4 2 Order Processing and Implementation e The information captured by the nconnect account manager will be entered into Sales Force and an Account is generated This will be passed to the nconnect technical project delivery team to ensure that solution can be delivered to the full satisfaction of the customer e Using the Customer Co
42. esolution to customer issue If issue is 2nd Line then ticket is passed to Germany via ZenDesk to deal The technical team identifies the problem and get back to the CSA to provide customer with a course of action Within 4 hours of feedback to CSA for offsite troubleshooting CSA to contact head of Customer Service or head of UK if no feedback is provided from the technical team within 3 hours Course of action or offsite solution Figure 50 nconnect Fault Reporting Process Flowchart re ay g NCONNECT an nfon uk ltd brand Technical to decide on onsite 53 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand Important nconnect process notes Please Note The boxes starting with e S are the steps to be followed by the Customer Service Agent s e T are the steps to be followed by the Technical Team 1 The nconnect Service Desk NSD will be available 24 hours 7 days a week The attending customer service agent CSA will register the customer details and complaint on the Zendesk ticketing system Technical team will pick up the issue and follow process from T 1 2 The CSA is able to receive faults via phone or email and will enter all fault change request query details into Zendesk Each issue will need to identify accurately as possible by the CSA and entered as a separ
43. ess Roles amp Responsibilities This process ensures that customers receive the best possible service from nconnect and that quotes and orders are processed according to agreed SLAs Process also ensures that interface between nconnect account manager and nconnect Sales and Technical Dept are managed in an efficient manner Overview of the Process is shown below Customer Query Order Routes Website Phone Contact Through the Sales Team From referrals all a nconnect sales pass lead to account manager Account manager contacts customer within 4 hours to provide information on the nconnect product and services and t understand the customer requirement The generation of a quote will depend on the lead source requirements for Account manager generates a quote to customer 2 billing etc Account manager may visit the customer to capture requirements This creates User ID in Service Portal Technical Team can now start to plan the CONFIGURATION When customer confirms the order Sales team enter order into Sales Forca ORDER ENTRY Technical team is natified of the product and services to be setup and delivered for the client Installation is carried out to the defined INSTALLATION PROCESS The Sales Force entry triggers the Order Delivery Order delivered direct to customer in 2 Days DELIVERY PROCESS Technical Team monitor the customer for up t 7 p days to sort o
44. evices must be able to communicate outbound via the following ports 5 Ta rt BO 83 443 18443 Provisioning 123 NTP all networks DNS Customer DNS server SIP RTP T 38 FMC etc 109 68 95 0 21 Information Capture Form nconnect Cloud Telephone System Customer Information Capture Form TDM PBX or VoIP What Model PBX many extensions Hosted IP IP Phone model POE enabled ports Structured Data Cat5 Cabling DSL Bandwidth Business Grode Provider Static IP IP MPLS Access Bandwidth QoS Enabled VPN Routers and Firewalls What routers and firewalls do you use M rmn 64
45. f WU EN a Name Extension Service Number Type A A T lan Langmead 9489 Phone Extension amp Craig Herrett 9490 Phone Extension fk Jack Eagle 9491 Phone Extension fa an IPhone 9492 Phone Extension i Craig IPhone 9493 Phone Extension Figure 6 nconnect Service Portal Targets c Select lt Elements gt where you will see the summary of all the devices configured on your account these would be automatically pre provisioned during Order Input stage a ww Welcome Targets Administration DID Help KA21N Sign Out DEVICES 9 ss i AS i Device Type ID Extension Created Deactivated Site A A AA A A A sip Unprovisioned SIP Device FOCBA1A7CBF2 9490 2013 09 13 23 04 Standort Chelmsford 32 SiP Unprovisioned SIP Device 0004132C4F67 9489 2013 09 13 23 07 Standort Chelmsford 32 SIP Unprovisioned SIP Device 503DE50F38E6 9491 2013 09 13 23 08 Standort Chelmsford 32 ruc iPhone 24A99129 3649 48CA BASB 99 9492 2013 09 20 16 43 Standort Chelmsford 32 ruc iPhone F58ED311 B0E7 42B3 B019 88 9493 2013 09 20 16 45 Standort Chelmsford 32 Figure 7 nconnect Service Portal Elements d If however the device does not show in the Portal and you can ADD a device manually in the Portal then follow the following steps Example of how to enter a new snom300 manually into the Portal To ADD a new device which is not already exisitng into the Service Portal follow the following steps Select ELEMENTS DEVI
46. for Products and Services e nconnect resource centre o http 77www myNFON com o http 77myNFON com en manuals o Full online manuals and service description of nconnect products services features and Portals These Internet sites include detailed information on the following e nconnect ENTERPRISE AND PREMIUM PACKAGES e Datasheets for IP Phones supported by nconnect e Manual and User Guides of all devices supported by nconnect e Analogue Terminal Adapters Guides amp Manuals e FMC Guides and Manuals e nconnect CTI Software Manuals nCTI Basic Standard amp Premium e Sales leaflets and brochures 96 nconnect Cloud Telephone Solution Service Definition NCONNECT 8 Appendices 8 1 Appendix A Customer Test and Acceptance 8 1 1 Test Schedule The following tests are designed to ensure that the nconnect solution is left in working order The tests will be completed by the engineer with the results forwarded to the Technical team Test No TEST Description Complete 1 Extension to extension call 2 Extension to network extension for multi site networks 3 Extension to PSTN calls Dial 9 for outside Line 4 Extension to Mobile Network Call gt Receive Incoming calls from outside PSTN number 6 Receive Incoming calls from Mobile Receive DDI calls to set extensions 8 Receive Incoming calls to test Services Timebound 9 Receive Incoming calls to test Services IVR 10 Test IVR Options and routing of Digits
47. ges customers are able to link the nconnect telephone system with their mobile phones FMC Apps desktop computers Softphone and MS Lync nCTI Standard offering powerful integration for today s modern Enterprise 10 nconnect Cloud Telephone Solution Service Definition NCONNECT 2 4 1 FMC Softphone and Lync Integration nconnect provides software applications to integrate customers mobiles FMC app and CTI software nCTI Basic to control the NFON devices via laptop nCTI Standard to integrate with Lync as well as a Softphone client 2 4 2 FMC The nconnect FMC app for mobile integration iPhone Android amp Blackberry The FMC client establishes a connection to the NFON Cloud telephone system which then connects to the desired telephone number using the landline number The FMC client provides a business instance which makes you available on the go while protecting your privacy with the FMC client you can also make calls under your business identity when you re not in the office The FMC client searches for the most cost effective connection thus optimising your costs If an existing WLAN connection is available for the mobile phone to connect to every outgoing call is automatically connected via WLAN establishing a VOIP connection to NFON platform In the case of an internal call no mobile network charges result at all With an external telephone number you are making calls at the favourable rates of the NFON
48. gure 45 Information Portal Screenshot B For example a guide to Plug amp Play Network settings can be viewed at the following URL 38 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand http www myNFON com en leaflets leaflet plug play a general information nfon com Terms and Conditions Legal Notice ERG Manuals Leaflets Overviews Tutorials nfon customer blog Downloads NEPON Lesflets Leaflet Plug amp Play A General Information A GENERAL INFORMATION Search dde a C BQTER Leaflet Plug amp Play Download document A GENERAL INFORMATION Please note the following items pertaining to your network in order to use Plug amp Play Please inform your IT department of the scheduled start date and check beforehand if router or firewall configurations are K required n general every end device requires its own IP address which can be issued either manually from the respective device or via a DHCP server When using a DHCP server please be sure you have sufficient IP addresses available for assignment The DHCP server may not propagate option 66 Port forwarding does not need to be set up Do not set up port forwarding on the ports specified on the following pages Amy current SIP ALG must be deactivated If the LAN uses Spanning Tree Spanning Tree must be deactivated on the end device switch ports The last page contains a list of rout
49. he Network Preferences screen select Dynamic Preference Once selected please make sure that VoIP over 3G is ticked as shown below m Network Settings Network Preferences Dynamic VolP over 3G Enabled Figure 29 VoIP Settings Confirmation Stage 3 FMC App Update From time to time NFON will upgrade the features in the FMC To ensure you always have the latest FMC version please update your FMC App regularly To do this when the FMC App is activated touch the Menu button at the bottom left corner of the mobile device screen Settings option appears at the bottom of the NFON Mobile App together with Settings Connect Exit Press Settings to get to Settings Screen Touch the Menu button at the bottom left corner of the mobile again Press the Feature File Download and then once successful press Download Configuration This will now update the FMC to the latest version Some new recent update to features By updating the services you can now access more functions For example once you have activated the Do not Disturb DnD function you can also deactivate this function again directly via the main menu with the Deactivate DnD function thanks to the updating of the services a y NCONNECT an nfon uk ltd brand Network Preferences Off Minimal Local Network Dynamic Cancel Figure 30 Network Preferences K 41 fi 16 49 Settings FMC Numbers Access numbers for Ent
50. he Zendesk system Should the Service desk need to escalate tickets to nconnect 2 line support then this is done via the Zendesk portal This places the fault ticket into the 2 line Support queues 6 1 nconnect Service Desk NAME ROLE TEL E mail nconnect Contact for all Fault O20 3740 6740 support inconnect com Service Desk Reporting by nconnect Opt 2 customers Table 2 nconnect Service Desk Contact Information Listed below is the typical flow of support call from a nconnect customer e Customer calls O20 3740 6740 Option 2 e Nconnect Service Agent NSA takes call in Realtime and logs the issue on Zendesk e Within 1 Hour the NSA would have opened and logged the full ticket discussed options with internal support and updated the customer e f the Ticket can be resolved in house the NAS updates the ticket to advise customer of progress and estimated time to fix e f the Ticket requires 2 Line Support ticket is passed to NFON 2 Level team to deal with The NFON 2 Level process must respond to raised Ticket within 3 hours e Full update and resolution of customer Ticket within 4 hours from time of initial call e f issues which are not real faults i e A config change required or a new feature request etc OR the issue has been identified to the local Internet then the Ticket clock can be stopped until a resolution has been found e For faulty IP Phones where a new device is required o Send item to cus
51. illing enquiries please contact your account manager O20 3 740 6 740 or email accounts nconnect com 6 7 nconnect Service Desk SLA Customers will be able to report faults to the nconnect service desk 24 hours 7 days a week 6 8 nconnect Service Demarcation nconnect will only be responsible for the IP Phones provided All onsite cabling and Internet service is the responsibility of the customer Where nconnect have provided a bundled Ethernet owitch and carried out the cabling then switch and the cabling from the switch to the IP Phones is also the responsibility of nconnect nconnect will not be responsible for customers Internet and other services on the customer LAN nconnect will not be responsible for diagnosing customer s Internet access problems these must be resolved by the customers ISP 6 9 Maintenance Care Levels nconnect maintenance is provided under Service Care contracts offering the customer a range of service levels which you can tailor to their business needs A brief definition of the three commonly used contracts which we currently use can be found below 6 9 1 Standard Service Normal working day repair Operates during the hours of 0900 1800 Monday to Friday excluding Public Bank Holidays nconnect aims to respond to a fault report on one working day by the end of the next working day Work will be carried out only during working hours 51 nconnect Cloud Telephone Solution Service Definition N
52. ir on going maintenance They remain the ownership of the customer at the end of the contract nconnect Cloud Telephone Solution Service Definition NCONNECT The TGP500 series comes with two base station options Panasonic KX TGP550 Combined corded handset DECT base station and 1 x handset bundle Up to 6 handsets per base station Up to 3 simultaneous calls per base station DECT radio technology Base station and each cordless handset docking station requires mains power supply Additional TPA5O Handsets can be purchased and registered with the TPG500 550 Base Stations Up to a total maximum of 6 handsets can be registered per base station Panasonic KX TPA5O Handsets 2 3 4 Mobile Phones FMC 2 1 LCD screen with white back light Message waiting indicator ooft keys 100 phone book memory local on phone Cordless DECT base station and 1 x handset bundle Up to 1 days stand by and 5 hours talk time Mobile Integration via FMC for iPhone Android and Blackberry The FMC App allows you to use your mobile device as a copy of your desk phone and can operate on Wi Fi and 3G with seamless handover of calls from one environment to another For more details see Section 2 3 Software Applications 2 4 SOFTWARE AND APPLICATIONS CTI nconnect has developed a range of software applications to integrate the nconnect telephone system to other devices and applications Through our range of nCTl software packa
53. lease visit the NFON Resource Centre http myNFON com en manuals fmc This link will provide a detailed guide on how to download and install the NFON Mobile App on your Android or iPhone device In all cases the first step is to download the App from your device s App store and then send the UDID number for iPhone or the IMEI number for other devices to fmc nconnect com When received this will be entered into the nconnect Service Portal for activation of the FMC service The below link will take you directly into the Android Instructions page http www myNFON com en manuals fmc android fmc android manual b installation instructions 2 brief instructions The below link will take you directly into the iPhone Instructions page http 7www myNFON com en manuals fmc iphone fmc iphone manual b installation instructions 2 brief instructions nfon com Terms and Conditions LegalNotice MEEBLILI A aay Manuals 7 Leaflets Overviews Tutorials nfon customer blog Downloads NFON Manuals FMC Search P Please choose your Manual v FMC e Android BlackBerry iPhone Symbian Figure 35 iPhone Instructions Page 32 nconnect Cloud Telephone Solution Service Definition NCONNECT 3 6 Typical Customer Configuration In a typical scenario a number of different configuration parameters are used in the Portal to enable true operational use of the customer service The fo
54. ll customer must be given basic user training of key features such as Call Transfer Voice Mail Codes for dialling nationally and internationally e g dial 9 to get outside line 5 6 3 Configurations Planning Pack This will detail customer requirements such as Extension Range IVR Script Ring group Network Diagram and other necessary documents to fully record all aspects of the Install Use Templates as per Appendix B nconnect Planning Guide Pack 47 nconnect Cloud Telephone Solution Service Definition NCONNECT 5 6 4 Service Management All service management is done via the nconnect service desk Where the customer has a large extension base and requires a Service Manager then this must be part of the customer service plan provided by nconnect 5 6 5 Customer Installation Process The technical team must complete the entire installation process within 14 working days from signed order confirmation from the sales team to final post installation documentation Customer Order Confirmation sent by the Sales Team to the Technical Team v Technical team check and verify the customer requirement and accept order DAY1 If revised quote required the sales arrange a new quote A Y nconnect carry out site survey if necessary and plan the installation within 5 working days v ees frees dil nconnect plans the installation and preconfigure andtest setup Verifies if the IP Phones have custom
55. llowing diagram shows use of some services TIME CONTROL and QUEUES selected using Targets and then remainder of the configuration done by using the EXTN Parameters such as CALL FORWARD VOICE MAIL In this typical configuration the customer wishes to operate his business during working hours of Mon Fri 08 30 6 30 During these hours the calls are routed to a Queue whose members are Extn 8 Outside of the working hours the incoming call is forwarded to Extn O where the user Voice Mail is configured to take messages and forward the messages directly to customers email name companyabc com The below Flow Diagram subsection on left shows generic call flow which an IT manager would plan before actual configuration The subsection on the right is the actual configuration implemented in the Service Portal Start Customer Action Customer dials 0207 123 4567 Time Control Mon Fri Time Control Forward to Extn 10 Fwd to email Decision Announcement 8 30 18 30 VM admin company com Service Queue Queue1 Group IVR Members Ext 101 108 Action Routing amp Presentation Extns 101 108 Ring in a Queue to Extn Users Attached to snom 300 Extn 109 Spare Customer Action Answer call or Allow to Frwd to VM Customer Completes Actions the Call Future use TBC Answer no VM Figure 36 Generic Call Flow 33 nconnect Cloud Telephon
56. ls Yes Yes 46 Forward if busy Yes Yes 47 Call forwarding any defined time interval Yes Yes 48 Call forwarding if extension not available Yes Yes 49 No limitations in call forwarding targets e g internal and Yes Yes external targets time controls groups queues 50 DND Do not disturb function Yes Yes 51 Memory function for call forwarding voicemail calls will always Yes Yes be forwarded to the voicemail of the party originally called 52 Any number of call groups per system Yes Yes 53 Configure any size call groups Yes Yes 54 Individual call forwarding for the respective extensions will be Yes Yes ignored 55 Call forwarding any defined time interval Yes Yes 56 Link up to 1 000 telephone numbers from any UK prefix Yes Yes nconnect Cloud Telephone Solution Service Definition ie 57 Optionally Linking international locations and telephone numbers Yes Yes 58 Integrate parties outside office locations Yes Yes 59 Integrate multiple locations into one system 60 Show telephone number for incoming calls 61 Show exchange line through which a call comes in Yes Yes 62 Store the exchange line used to call logs Yes Yes 63 Return calls using the same exchange line FEATURES ENTERPRISE PREMIUM 64 Indication of group calls 65 Indication of forwarded calls Yes Yes 66 Definition per extension whether to show or block the telephone Yes Yes number for calls CLIP CLIR 67 Define telephone number
57. ndover to Customer cccceseccccessecceeesececcesecceeeesecessuececseneeeesaenecetseneees 47 5 6 Handover to nconnect Service Desk cccccssssssscccccccceeeesseeccccccseaeesseecceceesseuesseeeceseessuaeueeeceeeessagagseeeeeess 47 6 nconnect Service Process ccccccssececceeeeeceeeeeeceueeecseueeecsueeeeeeueeesseseeesaueeesseueeeseueeeesegeeesseseeessneees 49 Dl ACOM E servite DBSI ooumisptessd MpbERE E E nas ice pb SM Vendi AE e RII ISIN QUEM 49 nconnect Cloud Telephone Solution Service Definition ee 02 Faul Escalation Stag ES erorico den cste pte SE E Nes ioo Meu IDA Ud Lun eI EDS MOM EESeUUE 50 6 3 Guide to Escalation TIMESCAIES cccccccccccsssseseeeeccccesseeesseecceceessueesseeeceeeesseeesseeeeeeeesseuauseeeeeeeessaaaaeeeeeeess 50 6 4 Planned Engineering work Service OUtAGE cccccccccccccccccceeeeeceeeeeeseeseeeeecececeseceeeeeeuuueeeesneeeeeeeeeeseseeess 50 o gt T cnica SUDBDIETIOEBSS cose Eedunt ne ee er Re Mi EeqU MEUM Mia VENDIMUS 51 MES DD 51 6 7 nconnect Service Desk SLA seserepan EE EE N 51 6 8 nconnect Service Demarcation eeeeeeeee eese ee eene nennen ene hehehe renes sesenta sau se aene sese ne sese sese sese sa sanat aene se nene 51 509 Maintenance Care Levels erener macs ER eher EE PREX edu v RUE YR x rte Plato o Eae uv EIN CEA EAE URN Ed d ARR RUE 51 6 10 Helpful Hints before reporting an issue to
58. nfig Capture Form Appendix B completed by customer the Technical team will build the solution config on the Service Portal It is therefore important that all the information in the order form and the Config template is accurate e The technical team will order DDI numbers as per Order Form and or Port the existing numbers as required For Porting to be carried out quickly and efficiently the following information is required Copy of the existing bill from current line number supplier Full number details single multiline or DDI Range The name of current service supplier he account number with current supplier Date of migration from previous supplier to nconnect O O O T Time of changeover Please Note nconnect cannot guarantee a fixed date and time until the Porting Application is processed and accepted by the current number provider and nconnect s number supplier Only after a confirmation this may take up to 5 days to receive after the Porting application can nconnect commit to a date of the changeover and changeover time window usually 9 12 am on the day of the changeover e Once the order is completed the customer will receive the devices usually within 2 working days of order confirmation 41 nconnect Cloud Telephone Solution Service Definition NCONNECT e The customer or nconnect will install the devices on site see Section5 for the Installation Process Customer Order amp Fulfilment Proc
59. nnect Cloud Telephone Solution Service Definition NCONNECT devices Patton SN 4416 up to 16 analogue devices Patton SN 4424 up to 24 analogue devices Patton SN 4432 up to 32 analogue devices Media Gateways e AudioCodes ay The AudioCodes converged wireline VoIP media gateway is designed to interface between TDM amp IP networks in enterprises carrier locations The Gateways are deployed for interfacing legacy telephone systems to IP networks as well as seamless connection of IP based telephone systems to PSTN networks 2 3 3 Wireless DECT Solutions DECT range of devices Polycom KIRK DECT IP Phones SpectraLink DECT IP Phones Panasonic DECT IP Phones o TPG500 Base Station can support up to 6 TPA5O Handsets o TPG550 Base Station with a Reception Phone TPA5O DECT Handset o UDS124 Base Station can support up to 255 DECT Handsets UDT111 DECT Handset UDT121 DECT Handset UDT131 DECT Handset Panasonic Cordless DECT Handsets Overview nconnect offer the Panasonic TGP500 series of cordless DECT IP phones for use with our cloud Telephone Service The phones may either be purchased or rented by the customer and are either supplied with the installation of the service or may be sent to the customer site for self installation Please note that when purchased phones batteries and related accessories become the property of the customer and as such the customer is responsible for the
60. or your mobile tariff For full details on fees please see http myNFON com en manuals fmc iphone fmc iphone manual d fees 1 connection charges for domestic calls iOS FMC Client Update If you have selected English as your extension language and you already downloaded the FMC client please follow the below instructions to update your iOS FMC Client to the newest version Open NFON Mobile Click Favourites Click Settings Click Update settings Click Feature File Download Finish oO Ud WD gt 3 5 2 NFON Mobile Android App Download amp Setup Stagel Download and install the FMC Client APP on your Android Mobile Device Visit the official App Store and download the NFON Mobile app on your Android Mobile Device Once the APP has been downloaded please follow the steps below for setting up the FMC device with the nconnect telephone system 26 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand otage2 Configure the NFON Mobile APP on your Android Mobile Device e To add your Android mobile device to the nconnect x n E I 17 15 Settings FMC Numbers Access numbers for Enterprise features Service Portal the IMEI number of your device should be emailed to nconnect e To do that select Settings from the device T Dual Mode Settings desktop scroll down to and select the Licensing Dual Mode VoIP Settings Regist
61. ossible available nconnect can provide site to site on net calling FREE of any call charges and use Media gateways to handle external calls off net via local PSTN lines During the migration phase our support teams working together with our channel partner will ensure the service is closely monitored and any issues addressed immediately Once satisfied that the network is ready to deploy the nconnect solution please follow the main requirements and process as shown in the following sections 45 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand 5 2 How is the installation planned e nconnect technical team will need to liaise with the technical contact of customer to obtain the customer existing network diagram and deployment to determine best implementation e Pre installation Survey ensure that the solution being sold can be supplied to the customer in a quality controlled manner At this stage issues need to be identified and dealt with before proceeding with the install o Type and suitability of the Internet Access o Ethernet Switch requirement o Cabling Type and availability at point of connection Cat5E or better o Power sockets for IP Phones where PoE Switch is not being used e Customer Configuration Capture Form See Appendix B Numbers Extn Range IPhones amp Service Settings IVR TIME VOICE MAIL etc e Network Diagrams of installation o Prepare a network diagram of
62. r and updated and maintained by the account manager e DDI Numbers e EXTN range e EXTN Name e Mobile Number Mobile Device e E mail address e Service Type nconnect Enterprise and nconnect Premium 7 2 Customer Call Flow Design Detail the configuration as programmed in the Service Portal e List of Services Configured TimeControl Queues IVRs e List of DDI numbers customer dials to trigger action e List of extensions in Groups or members of queues e List of the IVR menus and routes e Any other Services configured and announcements uploaded 7 3 Customer Network Diagram Technical Network Diagrams of the site install and IP Address record Network Diagram of the IP Phones amp Switch on site e Location of all IP Phones amp extension numbers range e Location of the Internet router and Ethernet Switch e Phones customer own or supplied by nconnect e Internet type Ethernet Switch type PoE Customer Site Network and connection of IP Phones e Record of customer IP Phone configuration 55 nconnect Cloud Telephone Solution Service Definition Record of customer configuration switches VLANs QoS 7 4 Resource Centre and Website For additional information and resources extensive Information and Support Documentation is provided for the customer e nconnect website www nconnect com o FAQ section on the nconnect website http 77www nconnect com telephone system features o Pricing
63. rand 3 7 1 efax The nControl portal above is not just a user friendly portal accessed direct by end users to manage their individual extension but also has the capability to allow users to setup and send efax messages directly from this panel Once an efax is configured in the Service Portal the process is the same as Adding a new extension under Targets then the user would add this e fax in the nControl Panel Once configured the end user can easily select the Fax Option and send a fax very quickly to any number Nfon End USER sending efax 253 Zak Ahmed 32 Cic 2d v FAX Zak Ahmed eFax 33253 M Receiver EJ 001183212114 n POF document TEST PAGE FOR nfon FAX pdf 86 KB Send Cover Sheet SEND FAX tographed Ihe Earth trom a great desiance Euro Haw gt Figure 39 nControl Panel eFax 3 8 my nconnect Portal The mynconnect Customer Portal is available via the Internet at the following link https my nconnect com It allows nconnect customers to retrieve CDRs in 3 different formats e Call records in Excel e Call records in csv format e Call records in pdf In addition the customers can access their invoices commission statements and also retrieve list of active devices registered against their account for billing purposes To access the myNFON net portal you will need the account number ID KAXXX followed by the Password Normally this will be accessed by the customer himself
64. rate C Service No s Edit Settings Last Update 24 09 2013 14 23 Update Settings Provisioning 1451C860 6683 46834 9916B ECSOCROCSSI4AA3 Send Key via EMail Features Figure 17 Settings Screen e To add your iPhone on the nconnect Service Portal 16 60 the Provisioning Key should to be emailed to Settings fmc nconnect com This can be done by pressing Ring Tone Rina Default Send Key via Email under the Provisioning section on the Settings screen See highlighted Vibrate ON section in Figure 18 Service No s Note The sending of the App D requires the version 1OS6 x If you use an older iOS version please look up your UDID in your iTunes instead of the ApplD 3 ows Last Update 24 09 2013 14 23 e Please address the email to fmc nconnect com and Update Settings remember to add your mobile number in the email body Provisioning Pb 4 Oe Te ECSOUFCOI MAAS Features Figure 18 Emailing Provisioning Key 24 nconnect Cloud Telephone Solution Service Definition Please ensure that you have selected VoIP over 3G Options This can be done under the Network screen See highlighted section Packet Data Usage and select the option Dynamic VoIP Preference section on the Settings in Figure 19 Press on otage 3 Performing a Test Call After you have configured the NFON APP on your iPhone please open the APP and make a test call The call should say Call via Wi Fi VoIP if yo
65. ration credentials towards system Network Settings Network Preferences VoIP over 3G Call Preference Dual Identity Misc Settings Autostart setting Replacement Licensing Client serial number expire date license information Figure 21 Mobile Device Settings Menu lee 55 Hm lm 17 15 Licensing IMEI e he Licensing screen shows the IMEI number Please note that the way of obtaining the IMEI Insta aton Date number can differ depending on the version of the Expiration Date Expired Android OS installed on your mobile Please refer to your mobiles user manual e Please send the IMEI number to License Key fmc nconnect com together with your mobile number Figure 22 Licensing Menu 2 nconnect Cloud Telephone Solution Service Definition e After the FMC App has been downloaded and activated open the NFON APP on your device by clicking on the NFON App icon to get to i the Home Page e Select Features from the top right corner of the home page to get to the features screen e A Registration Key is displayed at the top of your mobile device screen in form of four coloured squares as highlighted in the figure on the right A y NCONNECT nfon Mobile 2 2 Call forwarding Call pickup Direct call pickup Block caller ID CLIR Show caller ID CLIP Do not Disturb Deactivate DnD Activate SIM Card Figure 24 Features Screen Figure 25 Registration Key
66. rio t es seanchtenn Durnmims 1 Em a Gs am oi Cd os de d4 PB 0 Zum Eriin Diractes E mbzari 1 aHan E Ebzari 1 Miri ani 21 Trium 1 Wien ed E gbzari i Wife nad 1 nibourel 1 Wien 1 Gie Ti i Fatai 1 Goie Ti i wired 1 abound i Wien Figure 43 NFON Cockpit View CDR Ja 3 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk lid brand 3 10 NFON Information Portal This is the main resources portal information manuals user guides For example full product manuals for snom phones can be viewed at the following URL http www myNFON com en manuals desktop phones snom No password is required nfon com Terms and Conditions Legal Notice ERE di eo Manuals Leaflets Overviews Tutorials nfon customer blag Downloads P NEPON Manuals k Desktop Phones snom Please choose your Manual SNOM snom 300 320 360 amp 370 manual snom 710 720 amp 760 manual snom 21 manual snam 870 manual Figure 44 Information Portal Screenshot A For example full product manuals for the FMC app can be viewed at the following URL http www myNFON com en manuals fmc android nfon com Terms and Conditions Legal Notice ERT BI 6 lt gt eo Manuals Leaflets Overviews Tutorials nfon customer blog Downloads NWO Manuals k FRC k Android Please choose your Manual ANDROID P FMC Android Manual Fi
67. s should be kept updated with changes to show the current settings This can be in Power Point or Visio Format Please refer to Figure 36 8 2 3 Installation Network Diagram Customer to provide customer s network diagram showing IP Phones in the LAN See example below CUSTOMER LOCATION nconnect VolP Phones Connection Turne d 192 166 50 0 3d LAN iM DATA 10 118 0 3 CONNECTION _ 7 y y y y im a r 1M DEDICATO VOICE CONNECTION 10 117 0 3 C Tunnel 1 192 168 50 2 3D WolF Phones Computers and laptops X SHONMOO X 10 EXTNS UsERS 1 Require a separable 1M connection dedicated for Vel Phones 2 Ignore IP Address Range For modification when network is in place 22 October 2013 Hion ALCON Draft Zak Ahmed 58 nconnect Cloud Telephone Solution Service Definition NCONNECT 8 3 Appendix C nconnect Product Features FEATURES ENTERPRISE PREMIUM 1 Directly integrate mobiles as an extension on the PBX system Yes Yes 2 Connect to the PBX system worldwide via WLAN or GSM UMTS Yes Yes 3 Call deflection between the networks upon request also via Yes Yes cellular data connection 4 System features e g personal assistant feature toggle calls Yes Yes etc also on your mobile 5 n parallel available by mobile via the PBX system mobile Yes Yes number and landline number 6 Selection from mobile whether to make calls via mobile or the Yes Yes system Callback feat
68. stomer O20 3740 6740 robert bacon nconnect com After 8 Hours option 2 zak ahmed nconnect com Table 3 Fault Escalation Stages 6 3 Guide to Escalation Timescales ia Escalation 2 Escalation 3 Escalation 4 Escalation Enterprise 1 hours 2 hours 4 hours 8 hours Customers Table 4 Escalation Timescales 6 4 Planned Engineering work Service Outage nconnect has Planned Engineering Work PEW windows where upgrades changes to the live platforms are made to continually improve our service to customers When a platform or system upgrade is planned that may be potentially service effecting nconnect will endeavour to give 7 calendar days prior notice This is to allow Customers time to limit any impact on their own operations In majority of cases we will endeavour to carry out these works outside working hours 50 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand 6 5 Technical Support Process All technical support queries relating to the nconnect solution should be reported to the nconnect Service Desk where the issue will be logged and relevant response delivered back to the customer via the service desk This process allows customers to request extra technical support for complex networking setup configuration queries After the issues are logged via the Service Desk an engineer will be allocated to provide pre sales technical support 6 6 Billing For all b
69. t Cloud Telephone Solution Service Definition HB 28 Free selection of exchange line to be used for outgoing calls Yes Yes 29 Free selection of individual telephone numbers to be indicated Yes Yes for each outgoing call 3O Announce hold and toggle calls Yes Yes 31 Status of individual extensions indicated on device busy field Yes Yes lamps 32 Name resolution for incoming calls via central phonebook Yes Yes 33 Answer calls within the system within groups and for individual Yes Yes extensions via speed dials or function keys on device 34 Call forwarding via function keys Call Deflection Yes Yes 35 Optionally Call waiting to extensions Yes Yes 36 Individual hold music by customer and by queue Yes Yes 37 Cal log with date time telephone number outgoing Yes Yes incoming missed calls including labeling group calls and exchange line used 38 Announced and unannounced call transfer internal external Yes Yes 39 Free definition of parallel call to other internal extensions or Yes Yes external parties 40 Outgoing and incoming DTMF Yes Yes 41 Personal assistant feature Yes Yes 42 Hot desking i e flexible selection of workstation register Yes Yes and deregister extension to different devices 43 The device indicates fixed call forwarding Yes Yes 44 When forwarding external calls the telephone number of the Yes Yes original caller will be displayed 45 Fixed call forwarding for all incoming cal
70. t important part of any installation is gathering up to date and multi departmental information about how the business uses telephony before the installation takes place The nconnect technical Planning Pack helps to guide customers on gathering the relevant information required to efficiently install and provision the nconnect solution e t is essential to involve the right teams when planning an Enterprise VolP deployment When deploying VoIP it is important to involve the network and security teams for both voice and data to ensure a reliable and secure deployment e Quality of Service QoS techniques should be implemented to prioritise voice traffic over data on the LAN and WAN where possible Furthermore network switch configuration options can be used to keep voice data logically separate from normal LAN data This can be achieved by configuring separate Virtual LANs VLANs for VoIP and data and by ensuring that VoIP and data devices are connected to switch ports that are configured to use the appropriate VLAN 43 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand e The WAN and the LAN Network must be up to standard suitable to carry VolP traffic Networks carrying VolP sessions must be able to guarantee acceptable levels of latency packet loss and jitter It is essential that the WAN links i e Internet connection have sufficient capacity reserved for the real time VolP traffic
71. tc have been professionally installed LAN Performance Testing is automatically carried out by the contractor and results of testing showing the latency jitter and packet loss are available STEP D Whether replacing an old PBX telephone system or moving to a new site nconnect can support customers with an initial site survey and provide a high level report on current state of network which includes what additional cabling LAN Switches etc may be required With the larger projects nconnect can allocate Project Managers who can also work alongside client project management resource Service Migration to nconnect For existing installations nconnect will aim to ensure smooth transfer from current telephone system to the nconnect solution To achieve this nconnect will provide parallel running numbers so that customers can changeover seamlessly to the nconnect solution whilst their existing number is being ported to nconnect This will be facilitated by provisioning temporary numbers in the nconnect portal and allowing incoming calls to be forwarded to the these temporary numbers so users can use the nconnect handsets straight away The outgoing CLI will be configured to show the existing number of the customer Once the number porting process has been completed then call forwarding and temporary parallel numbers are removed For cases where numbers are not being ported to nconnect customer is based in countries where porting is not p
72. tep2 Assia FMC Pme Android 10 Wk me Blackber 4 5 k apu me Blackberry 4 6 A Panasonic e Blackberry 4 7 00085413 Patton gt z me Blackbem 5 0 00268500 Polycom gt 5 00115652 Siemens N c Symbian 3rd KD 00156535 Unprovisioned SIP Devices Symbtan Sth pos sahil snom p Symbian SingleMode N 00156526 xevc c 25 e iPhone az O0AO0BADO4F AC M TDIMNO N quvrrorm in 00A08A094EAC P 24 KA1BT3964B OxVgEnbz 00A08AD004EAC P X 25 KAIBT3964F Ahzs4VhO 00041341DCEA KA1BT3972D PXMJWCKGZI 00041330E8C8 2 KA1B8T39938 cin6GOxtPL 5784430B 07D6 4 26 KA1BT3B091 OKEVLILSG z Created A 2013 07 11 16 40 2013 07 24 12 49 2013 07 26 1155 2013 08 12 11 41 2013 08 14 10 33 2013 08 16 09 00 2013 06 22 12 10 2013 08 22 12 10 2013 08 22 12 51 2013 08 23 17 48 2013 08 27 23 32 2013 09 23 18 41 e Deactivated Site A A Standort M nchen Standort Mord 18 Standort Mord 18 Standort Mord 18 Standort M nchen Standort Bford 18 Standort Mord 18 Standort Mord 18 Standort Mord 18 Standort Mord 18 Standort Mord 18 Standort Mord 18 Figure 14 nconnect Service Portal Adding FMC Device oelect the FMC options on the right select the iPhone option Here enter the UDID number which is the 40 digit ID found in your iPhone see section below on downloading the APP from the official APP Store Select the site you are placing the nconnect service order located at Aft
73. th or without announcing them or email the target destination a call message o Integrate and combine any number of operator workstations and locations Use several operator workstations at one location or Integrate any number of locations using one operator workstation o Adapt the operator workstation to your specific needs o There are also many other functions you can benefit from Infinite options The Presence function Busy Field Lights BFL for all telephones on the system Unlimited number of directories Drag amp Drop CRM integration Outlook integration Email integration Web browser integration LDAP connection and much more operator workstation is compatible with the following Windows operating systems 32bit and 64bit e Windows 2000 13 nconnect Cloud Telephone Solution Service Definition NCONNECT e Windows XP e Windows Vista Windows 7 2 6 Call Centre Monitoring QueueMetrics NFON provide software application called QueueMetrics which enables IT Managers Call Centre Managers to monitor and manage the call centre agents and provides comprehensive on line statistics such as Average Call Duration Time to Answer SLA compliance etc For extensions to be monitored and managed via the QueueMetrics Call Centre application the extension must be member of a Queue service and configured as Call Centre Agent in the Provisioning Portal The QueueMetrics application from NFON allows you to us
74. time for agents Yes Yes 90 Exceptions for time out and if no agents are signed in Yes Yes 91 Optionally announce caller waiting time to agent Yes Yes 92 Optionally individual announcement to agent per queue e g Yes Yes queue name 93 Optionally announce caller position in the queue Yes Yes 94 Sign in mobile devices to queues Yes Yes 95 Weighting of agents penalties This allows agent skills to be Yes Yes displayed for various queues 96 Any number of time controls per system 97 Define intervals for call routing FEATURES ENTERPRISE PREMIUM 98 Define exception days for call routing 99 Any number of voice dialogues per system 100 Custom selection texts Yes Yes 101 Up to 13 options per dialogue level O 9 and Yes Yes time out 102 Any system target available per selection groups queues Yes Yes IVR interactive voice response extensions etc 103 Flexible handling of incoming calls Yes Yes 104 Any series level for voice dialogues 105 Presence feature busy field lamps BFL for all telephones NO Yes on the system 106 Unlimited number of directories NO Yes 107 Drag amp drop No Yes 108 Softphone mode No Yes 109 Compatible with all USB headsets No Yes 110 Hardphone mode No Yes 111 CRM integration No Yes 112 Outlook integration No Yes 113 Messenger integration MSN NO Yes 114 E mail integration No Yes 115 Web brows
75. to be displayed by extension and by Yes Yes exchange line CLIP no screening 68 Retrieve voice messages by telephone or e mail 69 New voicemails indicated on the device Yes Yes O Remote retrieval protected with individual PIN 1 Central phonebook by customer 2 Differentiate between generally visible entries visible to specific Yes Yes groups and personal entries 3 Import option in CSV format 4 VolP SIP for professional conference calls 75 Any number of conference rooms per NFON telephone system Yes Yes 6 Conferences with up to 50 internal and external parties Yes Yes Separate PIN authentication for conference host and conference Yes Yes parties 8 Lock conferences until the conference host logs in Yes Yes 9 Option to automatically end conference calls after the Yes Yes conference host logs out 80 Mute all conference parties Yes Yes 81 Switch calls to conference rooms Yes Yes 82 Option to indicate joining and leaving conference call Yes Yes 83 Option to record and announce party name before joining the Yes Yes conference call Any number of queues per system 85 Individual initial and periodic announcements Yes Yes 86 Individual hold music per queue Yes Yes 87 Automatic call distribution to free or signed in agents Yes Yes 88 Call distribution by various criteria Yes Yes 61 nconnect Cloud Telephone Solution Service Definition o 89 Free definition of wrap up
76. tomer for next day delivery OR o Send engineer on site with the IP Phone install and test Where on site Support may be needed this will be subject to customer location and aim to resolve with 5 hours However if new equipment is required which may not in stock this may extend up to 24 hours next working day 49 nconnect Cloud Telephone Solution Service Definition NCONNECT 6 2 Fault Escalation Stages Where nconnect service desk is aware of a problem that may impact service adversely then the matter will automatically be escalated internally within nconnect Customer will receive a response to a reported fault within 4 hours of the issue being logged by our service desk Alternatively should the customer not be satisfied with the response from the service desk then they may wish to escalate an issue themselves using the contact points shown in the table below This should only be done after the 4 hour period has elapsed and the service desk has not responded to the customer within the 4 hour period Escalation Department Action Telephone Mobile e mail Level 1 point Team Leader Customer O20 3740 6 740 service nconnect com After 1 Hour Calls option 2 a point Repair Team Manager Customer O20 3740 6740 service nconnect com After 2 hours option 2 a point Senior Repair Manager Customer O20 3740 6740 service nconnect com After 4 hours at nconnect Service option 2 Desk 4 point nconnect Sales Cu
77. u are in Wi Fi coverage or Call via 3G VoIP If for any reason you are not getting calls via the 3G Data network then please update the settings This can be done under the Settings section on the Settings screen by pressing Update Settings See highlighted section in Figure 20 Note Please contact your telephone system administrator for the appropriate format of dialed external numbers as an added prefix might be applicable ay y NCONNECT Settings Roaming Roaming Status OFF Dual Mode Settings Dual Mode Operator Supp Dialing OSD OSD Status OFF Ul Preferences Starting screen Dialer UC 3 OFF Ring Tone Ring Default Figure 19 Selecting VolP Options LM Settings Ring Tone Ring Default Vibrate Service No s Edit Settings Last Update 24 09 2013 14 23 Provisioning 1A51CBRB60 6HA3 4H34 991H EC5CCFEFC2AAATA Send Key via EMail Features Figure 20 Selecting VolP Options 25 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand Caution When using the NFON FMC APP please be aware that you may incur call charges depending on the tariff packages you have subscribed to with your mobile service provider Calls via Wi Fi are free from your mobile Calls via 3G VolP depend on the Data Package if abroad this uses Data Roaming rates which are usually expensive Calls via GSM incur normal GSM call charges f
78. ure for inexpensive international calls Yes Yes 8 Reverse callback feature for optimal use of mobile contract Yes Yes landline flat rate 9 Phonebook with Outlook integration including TAPI interface Yes Yes 10 Display contact information on incoming calls Yes Yes 11 Launch applications upon incoming calls with transmission of Yes Yes caller number 12 Dial directly from Outlook or TAPI compatible business Yes Yes applications 13 Click2Dial from any application Yes Yes 14 Outgoing calls documented in Outlook Yes Yes 15 Line handling in Outlook Yes Yes 16 Transfer Announced transfer from Outlook Yes Yes 17 Also select the exchange line to be used for outgoing calls Yes Yes from Outlook 18 Connect fax devices via analogue interface Yes Yes 19 Integrated fax server Yes Yes 20 Receive faxes as PDF e mail routing Yes Yes 21 Send faxes via print driver directly from the PC Yes Yes 22 Supports T 38 fax protocol Yes Yes 23 Individual administration from the workstation Yes Yes 24 Unlimited number of incoming and outgoing calls per system Yes Yes 25 Up to 5 parallel incoming or outgoing outgoing calls per Yes Yes device except e fax and nreception which offer more 26 Selective definition of direct outward dialing per extension Yes Yes internal only local only domestic only international 2 Incoming and outgoing calls through different telephone numbers Yes Yes max up to 1 000 exchange lines 99 nconnec
79. ut any teething issues Technical team handover to nconnect service team to takeover SERVICE PROCESS Figure 48 Customer Order and Fulfilment Process Roles amp Responsibilities 42 nconnect Cloud Telephone Solution Service Definition NCONNECT an nfon uk ltd brand 5 Installation Process This section describes the Installation and Service Provisioning process that should be followed by nconnect or customer during onsite deployment of the nconnect solution 5 1 Network readiness Prior to any installation it is important to ensure that the LAN infrastructure is ready to add VoIP Use below steps A to D as a guide to network readiness for deploying the nconnect solution STEP A Successfully deploying the nconnect cloud telephone system is relatively easy and doesn t require any special infrastructure other than that would normally be used for a high quality well planned and engineered LAN network with reliable and sufficiently resourced Broadband Internet connection However there are several factors that need to be carefully considered to ensure a good quality VoIP network STEP B Identify the business requirements first e How will the IP telephony system be used e What is the frequency and quantity of calls over the network e How many sites will be supported e How much Broadband Internet bandwidth is required for Voice and for Data e Internet access resilience The mos

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