MVP3 Voice Service for Centres and CoworksBRIEFING – JUL 2017

1 page Overview -

MVP3 Voice for

Shared Workspace

Key Benefits

▪ No up-front costs – monthly subscriptions (*).

▪ Converged networking (voice + data) is 50%

saving in switch and cabling costs.

▪ Complete service set range - 1 user through

to call centres

▪ Works anywhere - centre, home, mobile;

even exits.

▪ Solves 3-level BC billing and security issue.

▪ In workspace, Medusa ensures call quality,

service & resilience.

Medusa MVP3 is a hosted voice

service that works with the Medusa

Appliance range.

Medusabusiness has developed

MVP3 to work in the complex

environment of Business Centres and

Shared workspaces.

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* Except handsets = monthly subs on 3 year term

The Business Centre ‘Multi-layer’

Problem

▪ Most VoIP vendors are unaware of Business Centre constraints.

▪ BCs have an additional level of charging and security

▪ BCs need specialist billing tools

▪ IT deployment must ensures company and subscriber security (Medusa)

▪ If Call Reception is planned, deployment must be modified BEFORE first business is connected. See section 5.

▪ BCs are also open to enhanced fraud threats. Experience and safeguards are needed to protect the operator

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Business

Model

Overview3 TIERS OF CHARGES THAT MAKE UP

A VOICE SERVICE

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User and Business Subscriptions

Mark up % and invoice Add your own markup and invoice

Add options Free mobile App. Windows Soft client, CRM integration options, Call Recording

Add handsets if wanted Wide range of handset choice, if wanted. Powered via Medusa usually

Add ‘x’ subscribers Add a subscription for each user.

Sell service to business Business orders service. Port their numbers. Add Business Level Services

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User Call Billing

Self Managed

CDRs and call charges are sent to

workspace each month, around 5th

working day of the month.

Used for rebilling against Centre’s

own dial personal plan

Centre uses spreadsheet or inputs to

existing management platform for

output charges and invoicing.

Managed Billing

A range of services are offered to fit

centre needs. Things to consider are:

▪ Full hosted service with invoicing?

▪ Complex dial plans desired

▪ Branded invoicing requirement?

Platform subscription cost around

£20/month for most locations.

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If Call Bundle is taken, Workspace can EITHER pass on zero charges

for 5000 minutes, OR, take profit on national & mobile calls

Workspace Optional Charges

These are individual services for the Workspace, not the business or

user, and include:

Moves/Adds/Drops charges, optional

Call reception service and software, optional

Billing service option

And

Porting Charges (once off), New DDI charge (£1 each once off)

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The MVP3

ServiceUSERS : BUSINESS : WORKSPACE

WHAT IS PROVIDED?

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9

Get a

broader

picture on

‘UC’

technology

and how it

works

together.

Note this is a

generic

description

and the actual

service differs

at points

Subscriber Service Bundle

Subscriber Service

Each end user has about 100 services

provided as a single subscription

A number or DDI is added

Handset device from range. Optional

soft client on PC/Mac

User has own web portal

Services included:

▪ Voicemail

▪ Toolbar (for Outlook, IE, Firefox

only)

▪ Mobile App ‘UC Business’ includes

audio and video) which allow

phones & tablets to extend the

service to personal devices

▪ Integrations (Go Integrator Lite)

allows a wide range of interactions

between applications and the

phone service.

▪ Skype for Business plugin

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Desk + Phone App: basic & options 11

Office UC DesktopOffice UC Business

(included)Office UC Team

Desktop Client (PC & MAC) Y limited Y

Skype for Business Plugin (Windows Pc only) Y limited Y

Voice Calling Y Y Y

Video Calling - 1-1 Y Y Y

Call Centre Agent Login Y Y Y

Outlook Calendar/Contacts Y Y Y

Instant Messaging N Y Y

Smartphone Client N Y Y

Presence N Y Y

Conference Call (10 x People) N N Y

Desktop Sharing N N Y

*Please insure you download Office UC by British Telecoms only for IOS and Android (Not compatible on BlackBerry and Windows Mobile)

**If none of the above are select on a mobile user licence you will still have access to Office UC for smart phones which includes all the features of Office UC Business

except Desktop

Business (Group) Services Included

Examples of included Group Services

▪ Call-forward, conferencing

▪ Hunt groups, with features such as

call distribution, group DDI (ie a

business number), group

voicemail.

▪ 4 digit in-business extensions for

simple transfer

▪ Auto-Attendant or call distribution

with welcome message

Optional Group Service charged per

user:

▪ Call recording based on fixed fees

▪ Call centre queuing and analysis

Optional Call Bundle (charged per

user)

▪ 5000 mins local, national and

mobile

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A Group Service is a service applied to the business or sub group of users.

Business can administer own services by portal if wished

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Handsets are Rented to reduce set up charges

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A large range of handsets can be rented

by the month

Ownership transfers after 36 months, or

purchased at any time.

Rental minimum term is 36 months

Rentals are £3.50 to £5.75 / month for most

handsets

Spider conference phones are £13/mo to

£30/month based on size

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Yealink T41, 42,

46, 48

DECT cordless

Yealink W52

Conference

Polycom IP5000, IP 7000

Polycom VVX

300, 301, 411, 500,

600

Go Integrator –

Call Control and CRM interaction

Go Integrator

…is an application for Windows Desktop that integrates leading CRM Applications into the WHC service.

It works in conjunction with a User’s primary* phone and CRM software to enhance a User’s productivity, i.e. screen popping a CRM file based on the number calling in.

There are two variants: Go Integrator Lite (included) and Go Integrator DB (monthly subs).

Function

Go Integrator DB enables users to

integrate call control into an

approved CRM system providing the

following functionality?

• Manual or Automatic screen

popping of customer files when

inbound calls are received

• Call Control from PC

• Click-to-dial from CRM file

Call to ask for a complete list of the

many supported CRM applications

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Watch Video‘Go-Integrator’ 9

Option - Call Centre and Analytics

▪ Call Centre queuing is a business service. When there

are more calls than agents, the call is held in a queue

with messages etc.

▪ Call Analytics provides a business with a web-based

reporting package that allows them to run and

▪ Email reports on all aspects of calls made, attempted

calls, received calls and missed calls.

▪ Likewise it enables this call data to be presented in live

visual Wallboards for Call Centre operations.

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Features iCS Report iCS Report Premier

Accessible via Web Browser across Mobile Devices Yes Yes

Data Refresh Rate 15min Live

Multi-site Call reporting Yes Yes

Reports in Multiple Output Formats (PDF,CSV) emailed to any Email Address(es) Yes Yes

Configurable Dashboards and Report Filters Yes Yes

Wallboard with Customisable Tiles Yes Yes

Historical Call Analytics Yes Yes

Detailed Call Reporting; Call Activity by Subscriber, by Area and by Duration Yes Yes

Reports by DDI Yes Yes

Reports by Hunt Group and Call Centre Queue Yes Yes

Call Traffic Reports by Hour / Half Hour Yes Yes

Customer Reports (by CLI) Yes Yes

Unreturned Missed Call Reports Yes Yes

Incoming Call Analytics (Measuring Call Volumes, Targets, Unanswered Calls) Yes Yes

Incoming Calls, Percentage Calls Answered (PCA) Yes Yes

Incoming Calls Grade of Service (GoS) Yes Yes

Multi-Level Reporting by Site, Division, Department, Cost Centre Yes Yes

Restrict Supervisor Access by Role (Site, Division, Department, Cost Centre) Yes Yes

High Level Executive Summary Report (Multiple Reports Consolidated into One Single Report) Yes Yes

Report Scheduling (by Day, Week, month) Yes Yes

Call Ring time, Duration and Missed Calls by DDI /Hunt Group Yes Yes

Staff Level Modelling Yes Yes

Integration with External Data Widgets via APIs Yes Yes

Contact Centre Agent Modelling Extra Licence

Live Call Waiting in Business by DDI Yes

Live Waiting Time for Calls by DDI Yes

Live Calls Waiting and waiting Time by Call Centre Queue Yes

Availability (Showing Subscriber on Call, free etc.) Yes

Call Centre &

Analytics

Includes

various

packages.

Workspace

Call

ReceptionRECEIVING CALLS FOR BUSINESSES

AND/OR VIRTUAL OFFICES IS

DIFFERENT.

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Call Reception is a Workspace-

level Service

Because of security, providing call reception for resident

businesses requires a different deployment design. –Be sure to request this when starting discussions about MVP3

Call reception software enables staff to answer incoming calls on behalf of

subscribers.

The platform identifies the called number, so if desired the call can be

answered in the name of the called party.

Integration with Outlook and CRMs etc

Software loads on a local PC or can be used remotely hosted

Can be used over multiple locations

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Call Reception Console App

The Reception Console is an

application that allows Users to

control calls, monitor the lines of

employees, manage directories and

use productivity tools from a PC.

It comes in two varieties, either an

Enterprise grade version or a Small-

Medium Business (SMB) version.

The Enterprise version includes:

∙ Queuing

∙ Outlook Integration

∙ Monitor up to 500 users (200 static

Plus 300 dynamic)

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Receptionist is deployed on a Microsoft Windows platform and/or Citrix

Presentation Server platform.

There is a monthly charge which for most locations is £35/month

Call Management features – Answer; dial, hold, conference, blind and attended transfer,

move to queue

Line Monitoring – Monitor a User’s line to see

line states include on-hook, off-hook, ringing,

DND, Privacy and Call Forwarding Always

Camp On with Recall - Perform a directed hold

when called party is busy

Directed Call Pickup - Pickup any ringing extension

Voicemail Transfer – Transfer calls directly to

voicemail

Call Barge-In - Operator intrusion on a busy line

Group Call Park – Initiate line hunting on incoming calls directed to a department or

group (e.g. support, sales)

Day/Night mode – Operators can automate the switch from “day” to “night” mode

Messaging – Send emails to contacts from

desktop screen

Call History – Logs outgoing, received and

missed calls

Call Statistics – Average hold time, transfer count

Supports multiple Directories – Corporate,

Monitored, LDAP,

Speed Dials - Search and call numbers from a

list of up to 100

Contact Directory Filtering - Directory filtering of enterprise

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Call Reception Feature List

The Business Model in Summary LET’S PUT EVERYTHING

TOGETHER..

DOES THIS WORK FOR YOU

FINANCIALLY?

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Workspace Business

Model Example:-

Input Costs

Qty Unit Sub-total

Handset basic (36 months period) 50 3.50 175.00

Subscriptions / month 50 7.50 375.00

5000 Minutes bundle national +

mob*

50 2.00 100.00

Move-add-drop support 50 1.00 50.00

Billing Software (hosted) / month 1 25.00 25.00

Month Charge 725.00

Based on 50 handset centre

Includes call bundle

Includes rental of handsets (£126 over period)

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*Excludes premium and international calls

Workspace Business

Model Example:

Output & Profit

REVENUES Qty Unit Subttl

Subscription + Handset 50 17.00 850.00

Call revenue UK average* 50 4.30 215.00

Month revenue 1065.00

Month input costs -725.00

Profit 340.00

32% margin

Charge for handset and monthly subscription

Call charges based on duration

Note- No risks

Margins can be increased by

performing own admin

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*Excludes premium & international calls. £4.30 is average across

UK for call charges per subscriber

Working as

PartnersFURTHER INFORMATION ON HOW

WE WORK WITH WORKSPACE

OPERATORS

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Getting the design right

When adding Voice Services to a BC, the following considerations are

important;

▪ Is there a call-reception requirement, e.g. in Virtual Offices?

▪ Is there hot-desking or a “hotel-ing” need for visitors, and how is this enabled?

▪ Is integration with industry standard call management software needed?

▪ Design for multi-site operation by company customers – they won’t always be at

one location.

▪ Must never use physical (room based) authentication?

Discuss your needs with us.

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User Management and Changes Move-Add-Drops

Self Managed

A Portal is provided that manages

subscribers and individual businesses

Staff trained to do own Move-Add-

Drops (MADs) and routine set ups.

We’ll always help out if needed of

course.

Managed Service

Call or email our helpdesk for all

changes. Usually done within in

minutes.

Charge of £1/subscriber per month

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Presenting the business

End user collateral examples are provided for rebranding by

workspace

Our extended support helps win new occupiers with design advice,

e.g. call centres.

Training of staff on voice presentation

Services can continue for exiting businesses

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Compliance

Every BC must ensure several compliances are met:

Subscriber needs compliance for financial or professional services, e.g. PCI, Financial Conduct Authority etc.

Service compliance to regulator standard (Ofcom). Record keeping

to comply with ombudsperson and regulator investigations

Due-diligence compliance for money laundering regulations and

similar European level directives

A dispute resolution process

A number porting process, if supported

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Support activities generally include:

Medusa Helpdesk for performance issues

Moss scores (simple call quality issues)

Escalation to investigations by provider with advanced

protocol analysis software

Resilience and failover – automatic and interventions

Fraud and security alerts based on unusual patterns

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Case Studies using standard

services

Huawei outbound support desk

15 support engineers in BCs in UK East Midlands and West London

2 hunt groups based on job function with load-balancing call distribution

10 Engineers in Romania take over out of hours, huntgroups switch over automatically on a timed basis

Handsets shipped Fedex to Romania and self installed.

Supervisors have presence tracking and call monitoring and call recording

Hampden House, Oxfordshire

Multiple building business centre

150 handsets

Occupier churn rate 5% per month

Marketing call centre in 1 building

with own independent operation,

not on main business centre but

billed together

Many exiting businesses keep the

phone service

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Service

DetailsADDITIONAL INFORMATION ON

PRODUCTS AND SERVICES

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Number Details

There is a single setup charge of £1 to

register each new Geographic or DDI

number.

So requesting 100 new DDI

numbers in a block costs £100

Special numbers may cost more,

golden, numbers outside-UK.

Freephone numbers are charged

on incoming rates

Existing Numbers can be ported

(subject to agreement with losing

party)

£10 for single number

£80 for block of numbers

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Summary of Service Charges

Service Monthly

Subscription* £7.50

Handset rental £3.50 to £5.75

5000 Minutes per subs

UK nat & mob

£2.00

Managed Changes per subscriber £1.00

Receptionist Enterprise £35.00

UC Team (soft client) £4.45

UC Office Desktop (soft client) £4.45

Call recording & storage £4.95

Fax to email (ex subs) £3.95

Go Integrator DB £4.95

Service Charge

DDI setup £1.00

Port Block of DDI numbers £80.00

Billing and invoicing platforms £20 to £80

approx

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* Term notice is 1 month except

handsets 36 months

Sample Call Charges

Tariff Code Per minute

UK local & National not in bundle 0.85p

Mobiles O2, EE, Orange, Voda, Three not in bundle 3.00p

International

USA, Japan fixed 3.50p

D, F, IT, EI, ES fixed 1.75p

D,F mobile 1.95p

Aus, EI, NL mobile 7.0p

RSA Fixed, Mobile 3.90p

Aus Fixed 2.50p

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Charge rates to be confirmed at start of contract

Network Distribution

There are several ways to provide connectivity to handsets

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Arrangement System Cabling Switches

Fully converged Medusa Server,

McCloud CW or BC editions

Patching from each workstation to

comms roon, 1 per workstation

Medusa managed PoE switches in

comms room

Separate service to

workstation

Medusa Server,

Medusa Mini+ voice

McCloud CW or BC editions

Patching from each workstation to

comms room, 2 per workstation

Medusa managed Switch for data.

Simple PoE for voice in separate stack

Internal breakout,

converged

Any 1 cable from comms room to office

+

1 cable from each workstation to

breakout switch

PoE breakout switch in office, either:

• Managed switch for full UI control

• Unmanaged Switch for no UI

control

Internal breakout,

unconverged

Any 2 cables from comms room to office

+

2 cables from each workstation to

switches

1 unmanaged data switch

1 unmanaged PoE Voice switch

Subscriber Services AvailableSee subscriber manual for details on all services

User Services

Alternate Numbers Anonymous Call Rejection Advanced Hunt Groups

Automatic Callback Automatic Hold/Retrieve Call Barge-in Exempt

Basic Call Logs BroadWorks Assistant - Enterprise Call Director

Time/Holiday Schedules Mobile Applications Call Forwarding

Video Conferencing Instant Message and Presence Call Notify

Call Return Auto Attendants Call Waiting

Calling Line ID Delivery Blocking Client Call Control CommPilot Express

Call Pick Up Barge-In Do Not Disturb External Calling Line ID Delivery

Flash Call Hold Hot Desking Busy Lamp Field

User Intercept Internal Calling Line ID Delivery Last Number Redial

Phone Services Distinctive and Priority Ringing Push To Talk

Remote Office Selective Call Acceptance Selective Call Rejection

Sequential Ring Shared Call Appearance 5 Simultaneous Ring

Speed Call 100 Speed Call 8 Voicemail

Flash Three-Way Call Office UC for Smart Phone - Video Office UC for Tablet - Video

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More Information

Knowledgebase – manuals

Order Form

Subscriber Handbook

MVP services description

MVP Call Tariffs (UK)

Service demo

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