The Communication Engine

Swyx Solutions AGJoseph-von-Fraunhofer-Str. 13a44227 Dortmund, GermanyPhone: +49 (231) 4777-0Fax: +49 (231) 4777-444Email: office@swyx.com

Swyx Solutions UK Ltd960 Capability GreenLuton LU1 3PE, UKPhone: +44 (0) 1582 407 888Fax: +44 (0) 1582 407 889Email: ukoffice@swyx.com

www.swyx.com

Hosted SwyxWare – On-Demand SolutionsYounified Communications

Hosted SwyxWare - Introduction

Options for Your Hosted Services

Hosted SwyxWare Operating Framework

How Hosted SwyxWare Fits Into a Microsoft Hosting Environment

Hosted SwyxWare Infrastructure: Front Net, Back Net and Servers

Hosted SwyxWare Licensing Principles

Hosted SwyxWare User and V-PBX Licenses

Defining Your Specific Service Offering

HSW Reporting Service for Generation of Bills

Administration - By the Hoster and By the Customer

Sample Hosting Customer Environments

Summary

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Contents

Hosted SwyxWare - IntroductionHosted SwyxWare enables organisations such as yours to easily offer hosted IP-PBX services that can scale from the simple to the sophisticated. With a range of options that are easy to implement you will be able to differentiate your service offering(s) to meet the growing demand for hosted telephony from enterprise businesses of all sizes. And, with Hosted SwyxWare's innovative licensing schema, you don't have to pay royalties to Swyx until your customers start using your service.

Hosted SwyxWare is a 'next generation' variant of Swyx's mature SwyxWare product with all its features, maturity, flexibility, versatility, and high level of usability that thousands of enterprise customers already currently benefit from in a Customer Premises Equipment (CPE) environment. As a service provider, you can now host the Hosted SwyxWare (HSW) application on 'Virtual- PBXs' (V-PBXs) to provide customised IP-PBX services to meet the needs of your business customers.

You may choose to offer just a simple hosted telephony service or, thanks to the modularity and functionality of Hosted SwyxWare, you may offer PBX telephony services

that range from entry-level PBX features up to high level enterprise PBX functions such as auto-attendant, calls routed according to calendar entries in Microsoft Outlook, 'follow me', group calls or in-house call centre capabilities. Whatever the combination of features that you decide to offer, each of your customers will access those features via a dedicated V-PBX, ensuring high service levels and protection of their customer data.

Hosted SwyxWare - Key Features:Software-based integrated communications solutionLow CapEx requirementsScalable solutionLicensing based on 'Pay as you sell' modelAllows you to offer simple (per seat, per month) pricing modelCommon software platform enables multiple business modelsEnables next generation voice-oriented services and incremental minutes on current infrastructureCross-sell / up-sell opportunities

4

Options for Your Hosted ServiceTo increase your average revenue per user, you need to differentiate your enterprise telephony service by offering a better service than your competitors. In addition to the wealth of functionality included as standard within Hosted SwyxWare, there are a range of optional license-based features that enable you to offer a full range of service options from the very simple to the very sophisticated.

Standard Features of Hosted SwyxWare (per V-PBX) include:Free numbering plan and full PSTN phone number migration supportUp to 4 DDI digits for extension numbersFull SIP phone supportFree soft phone PC client for all users

Customisable soft phone client Microsoft Outlook integration for each user Ad hoc conferencing for each user Multi-site services Multi-trunk services e.g. ISDN, SIP and ENUM Advanced call routing options for outgoing calls Rules-based call routing for incoming calls (Rules Wizard) including rules based on called ID and the user’s Outlook calendar entries Control of off-site access channels Presence and phone activity signalling Personal phonebook per user Central 'Switchboard operator' function Powerful fail-over system with minimal service interruption and short recovery periods after hardware failures.

These features can be offered to your customers through the Basic User License.

You can specify a wider range of service options for your customers by choosing from the following options:

1. 'Per User' Options

Use of system phones CTI for system phonesPBX features for mobile phonesIndividual voicemail accessible by phone inquiryand also delivered by email attachment

Individual desktop fax service (sending and receiving)Graphical script-based call routing for incoming calls with powerful features including IVR and hunt groups

Call recording activated by user during a call (for soft phone client only)

Call monitoring and intrusion (e.g. for call centre supervisor)

Once you have defined your service offerings, your customers will be able to 'turn on' individual services within their organisation on a user by user basis (or apply the same service across their organisation according to their requirements) without needing you to activate or confirm service details. The HSW reporting system will provide you with all appropriate data giving details, by customer organisation, of how many days each individual user has used each of your defined hosted PBX services.

2. 'Per V-PBX' Options (individually assigned to each V-PBX)

The following capabilities can be offered for all of the users of a specific V-PBX i.e. on a per customer basis.

Conference rooms/conference bridgesParallel Voice channels (for external calls, aminimum of 1 voice channel is required)Parallel T.38 fax channels

The 'voice channels' mentioned above allow you to easily control the use of available bandwidth between your customer's site and your data centre. For example 8 voice channels would allow the users of a specific V-PBX to make eight simultaneous phone calls to any destination outside their V-PBX (e.g. to the PSTN or to an Internet phone subscriber) while any calls between 'on site' users of a V-PBX will stay local and will not need a voice channel. With this mechanism you can control the access to your gateways or softswitch as required (and paid for) by your customers on a per V-PBX basis.

5

Hosted SwyxWare - IntroductionHosted SwyxWare enables organisations such as yours to easily offer hosted IP-PBX services that can scale from the simple to the sophisticated. With a range of options that are easy to implement you will be able to differentiate your service offering(s) to meet the growing demand for hosted telephony from enterprise businesses of all sizes. And, with Hosted SwyxWare's innovative licensing schema, you don't have to pay royalties to Swyx until your customers start using your service.

Hosted SwyxWare is a 'next generation' variant of Swyx's mature SwyxWare product with all its features, maturity, flexibility, versatility, and high level of usability that thousands of enterprise customers already currently benefit from in a Customer Premises Equipment (CPE) environment. As a service provider, you can now host the Hosted SwyxWare (HSW) application on 'Virtual- PBXs' (V-PBXs) to provide customised IP-PBX services to meet the needs of your business customers.

You may choose to offer just a simple hosted telephony service or, thanks to the modularity and functionality of Hosted SwyxWare, you may offer PBX telephony services

that range from entry-level PBX features up to high level enterprise PBX functions such as auto-attendant, calls routed according to calendar entries in Microsoft Outlook, 'follow me', group calls or in-house call centre capabilities. Whatever the combination of features that you decide to offer, each of your customers will access those features via a dedicated V-PBX, ensuring high service levels and protection of their customer data.

Hosted SwyxWare - Key Features:Software-based integrated communications solutionLow CapEx requirementsScalable solutionLicensing based on 'Pay as you sell' modelAllows you to offer simple (per seat, per month) pricing modelCommon software platform enables multiple business modelsEnables next generation voice-oriented services and incremental minutes on current infrastructureCross-sell / up-sell opportunities

4

Options for Your Hosted ServiceTo increase your average revenue per user, you need to differentiate your enterprise telephony service by offering a better service than your competitors. In addition to the wealth of functionality included as standard within Hosted SwyxWare, there are a range of optional license-based features that enable you to offer a full range of service options from the very simple to the very sophisticated.

Standard Features of Hosted SwyxWare (per V-PBX) include:Free numbering plan and full PSTN phone number migration supportUp to 4 DDI digits for extension numbersFull SIP phone supportFree soft phone PC client for all users

Customisable soft phone client Microsoft Outlook integration for each user Ad hoc conferencing for each user Multi-site services Multi-trunk services e.g. ISDN, SIP and ENUM Advanced call routing options for outgoing calls Rules-based call routing for incoming calls (Rules Wizard) including rules based on called ID and the user’s Outlook calendar entries Control of off-site access channels Presence and phone activity signalling Personal phonebook per user Central 'Switchboard operator' function Powerful fail-over system with minimal service interruption and short recovery periods after hardware failures.

These features can be offered to your customers through the Basic User License.

You can specify a wider range of service options for your customers by choosing from the following options:

1. 'Per User' Options

Use of system phones CTI for system phonesPBX features for mobile phonesIndividual voicemail accessible by phone inquiryand also delivered by email attachment

Individual desktop fax service (sending and receiving)Graphical script-based call routing for incoming calls with powerful features including IVR and hunt groups

Call recording activated by user during a call (for soft phone client only)

Call monitoring and intrusion (e.g. for call centre supervisor)

Once you have defined your service offerings, your customers will be able to 'turn on' individual services within their organisation on a user by user basis (or apply the same service across their organisation according to their requirements) without needing you to activate or confirm service details. The HSW reporting system will provide you with all appropriate data giving details, by customer organisation, of how many days each individual user has used each of your defined hosted PBX services.

2. 'Per V-PBX' Options (individually assigned to each V-PBX)

The following capabilities can be offered for all of the users of a specific V-PBX i.e. on a per customer basis.

Conference rooms/conference bridgesParallel Voice channels (for external calls, aminimum of 1 voice channel is required)Parallel T.38 fax channels

The 'voice channels' mentioned above allow you to easily control the use of available bandwidth between your customer's site and your data centre. For example 8 voice channels would allow the users of a specific V-PBX to make eight simultaneous phone calls to any destination outside their V-PBX (e.g. to the PSTN or to an Internet phone subscriber) while any calls between 'on site' users of a V-PBX will stay local and will not need a voice channel. With this mechanism you can control the access to your gateways or softswitch as required (and paid for) by your customers on a per V-PBX basis.

5

Hosted SwyxWare Operating FrameworkIn general, the hosting service provider (the 'Hoster') will

operate Hosted SwyxWare (HSW) in a data centre providing

reliable 24 / 7 operations and services. The physical location

(and operation) of the data centre may be local or remote to

the location of the Hoster.

As long as suitably high bandwidth is available at the

location of the data centre, the physical site is not critical.

Multiple HSW implementations are also possible, including

the location of HSW implementations in multiple countries.

The hosted service is accessed by your business customers

('Hosting Customers') through QoS enabled routers and IP

lines with suitable bandwidth.

A DSL connection is the typical minimum requirement. IP

routing from your customer to your HSW data centre

Alternatively, you may route phone traffic from your Hosting

Customer to your own or 3rd party provided soft-switch or

to one or several ITSP service providers through Hosted

SwyxWare's SIP trunking.

is

critical to ensure QoS requirements. The hosting customer

could choose to take only hosted PBX services from you and

run all other applications as 'customer premises' solutions,

or, depending on the services you offer, could receive

hosted email services and other hosted applications from

you as well.

You may also provide call termination either by providing

one or more Hosted SwyxWare ISDN gateways at a single

site or at multiple sites.

Addressing Security

Security needs to cover two things. First, your network and

your customer’s network must be protected. Secondly, the

secure transmission of voice traffic and call control data

must be ensured.

It is a key requirement for service providers and customers

to work within a secure environment and this is achieved in

HSW by restricting all data flow between the client network

and its 'own' (Virtual) PBX to the one IP-address of the

assigned V-PBX. The Front Net and Back Net architecture

described later provides this framework. To protect the data

transmitted between your network and your customer's

network the two networks must be encrypted or otherwise

protected. This can be done by using a secure network

infrastructure, such as leased lines or a MPLS based

connection. If the connection uses the public internet, it is

strongly recommended to use an IPSec encrypted VPN.

6 Hosted SwyxWare (HSW) is based on the Microsoft platform

'Windows 2003 Server' ('W2003S'). A HSW installation will

consist typically of several W2003Ss to provide different

services, such as fall-back security, deployment, operation,

maintenance, reporting and billing by the Hoster. Each HSW

installation operates as a multitenant solution, providing

each Hosting Customer with a separate Virtual PBX (V-PBX).

This V-PBX capability can scale to many Hosting Customers

sharing the same HSW system with a total of several

thousand individual users in total.

How Hosted SwyxWare Fits Into a Microsoft Hosting Environment7HSW sits as an application in a 'Microsoft Windows based

Hosted Applications Solution', a family of products and

tools (and associated licensing schemes) specifically for

Hosters providing Microsoft based application hosting, as

schematically shown in the figure below.

Hosted SwyxWare Operating FrameworkIn general, the hosting service provider (the 'Hoster') will

operate Hosted SwyxWare (HSW) in a data centre providing

reliable 24 / 7 operations and services. The physical location

(and operation) of the data centre may be local or remote to

the location of the Hoster.

As long as suitably high bandwidth is available at the

location of the data centre, the physical site is not critical.

Multiple HSW implementations are also possible, including

the location of HSW implementations in multiple countries.

The hosted service is accessed by your business customers

('Hosting Customers') through QoS enabled routers and IP

lines with suitable bandwidth.

A DSL connection is the typical minimum requirement. IP

routing from your customer to your HSW data centre

Alternatively, you may route phone traffic from your Hosting

Customer to your own or 3rd party provided soft-switch or

to one or several ITSP service providers through Hosted

SwyxWare's SIP trunking.

is

critical to ensure QoS requirements. The hosting customer

could choose to take only hosted PBX services from you and

run all other applications as 'customer premises' solutions,

or, depending on the services you offer, could receive

hosted email services and other hosted applications from

you as well.

You may also provide call termination either by providing

one or more Hosted SwyxWare ISDN gateways at a single

site or at multiple sites.

Addressing Security

Security needs to cover two things. First, your network and

your customer’s network must be protected. Secondly, the

secure transmission of voice traffic and call control data

must be ensured.

It is a key requirement for service providers and customers

to work within a secure environment and this is achieved in

HSW by restricting all data flow between the client network

and its 'own' (Virtual) PBX to the one IP-address of the

assigned V-PBX. The Front Net and Back Net architecture

described later provides this framework. To protect the data

transmitted between your network and your customer's

network the two networks must be encrypted or otherwise

protected. This can be done by using a secure network

infrastructure, such as leased lines or a MPLS based

connection. If the connection uses the public internet, it is

strongly recommended to use an IPSec encrypted VPN.

6 Hosted SwyxWare (HSW) is based on the Microsoft platform

'Windows 2003 Server' ('W2003S'). A HSW installation will

consist typically of several W2003Ss to provide different

services, such as fall-back security, deployment, operation,

maintenance, reporting and billing by the Hoster. Each HSW

installation operates as a multitenant solution, providing

each Hosting Customer with a separate Virtual PBX (V-PBX).

This V-PBX capability can scale to many Hosting Customers

sharing the same HSW system with a total of several

thousand individual users in total.

How Hosted SwyxWare Fits Into a Microsoft Hosting Environment7HSW sits as an application in a 'Microsoft Windows based

Hosted Applications Solution', a family of products and

tools (and associated licensing schemes) specifically for

Hosters providing Microsoft based application hosting, as

schematically shown in the figure below.

The following diagram shows the key servers that are

required within your network to support your Hosted IP

PBX service based on HSW.

Overview

HSW Front-End Server:

This is the physical server that runs multiple appearances

of V-PBXs. Your HSW installation may have many instances

of physical Front-End Servers, each with many V-PBXs.

HSW Back-End Server:

Runs all voice channel control between your customers'

sites and your HSW data centre and your gateways or

other PSTN access systems. In large HSW installations

multiple Back-End Servers can be implemented for load

sharing.

Transfers calls from the different HSW Servers to the

outside world.

Hosted SwyxWare Infrastructure: Front Net, Back Net and Servers8

HSW Database Server:

Hosts all HSW Server databases for each of the V-PBXs and

stores the call activity and reporting information, the

internal Call Detail Records (CDR), customer specific

settings e.g. speed dials, customer specific ring tones

and wav files, global and personal phone books,

and more.

Standby Server:

A Windows server in 'cold standby' to be used for

replacement of any Front-End Server or Back End Server

in case of hardware failure.

1. Front-End Servers

The Front-End Servers have dual Ethernet cards with one

port connected to the Front-End Net and the other

connected to the Back-End Net to prevent any customer

access to the Back Net of your HSW data centre. It is

recommended that both Front Net and Back Net can

provide at least 1 Gbit/s throughput to achieve sufficient

bandwidth even when a few hundred simultaneous phone

calls have to be routed between Front Net and Back Net to

the 'external' world (like the PSTN). Each V-PBX customer's

internal calls (either locally or to a branch office at a

different site but logically assigned to the V-PBX) do not

usually add significant load on your local network.

If the number of V-PBXs or the aggregated number of users

exceeds the performance capacity of a single FES, you may

easily install a prepared image of a second FES which allows

new V-PBXs to become immediately available in an

operational HSW installation. It is also possible for you to

'move' an entire V-PBX to another FES by a few mouse clicks

and continue to use that customer's V-PBX's database as

maintained on the HSW Database Server. If a FES fails due to

a hardware fault, it is therefore very easy to restart the V-PBX

services associated with the failed FES on a standby / back-

up server, using all up to date customer-specific V-PBX data

as maintained in the databases of the HSW Database Server.

2. Back-End Servers

To provide call control to 'off-PBX' calls, each HSW Server is

logically connected to a single 'Back-End Server' (BES) in

your Data Centre's back net. The BES controls and manages

the various links between your customers' sites and your

FES and, furthermore, to the outside world.

With this Back-End Server in place, HSW has control of the

number of parallel voice channels each Hosting Customer is

allowed to use (i.e. what he pays for…) and to allow trunk

management. Beyond your additional capabilities this may

allow you to control bandwidth usage on the physical IP link

to your customers' sites.

The HSW Voice Channel concept also gives you the means

to control the access of your HSW customers to your PSTN

access devices, i.e. gateways, SIP trunks or your soft-switch.

The interfacing to the outside world may be different

from Hoster to Hoster. The Back-End Server actually

communicates either directly with SIP devices in the

Internet or with a carrier's soft-switch provided by the ITSP

or a third party. Furthermore, a Hoster without a soft-switch

may operate one or multiple 'SwyxGate' installations with

up 60 ISDN B channels each, with increasing probability by

SIP trunking connecting to selected ITSPs. Note: when the

Hoster is an ITSP, SIP represents the most favourable

interconnect method to other service subscribers of this

ITSP.

3. Database Servers

The main job of the database server is the hosting of the

different databases for the virtual PBXs. This means that, in

addition to the FES and BES, the HSW Database Server is a

critical element of a HSW installation. The Database Server

comprises all data generated by each V-PBX during

installation, operation and maintenance.

The 100% up-to-date availability of each of these data

elements is crucial to a reliable hosting service.

To achieve this high degree of availability the Database

Server needs to be installed on a cluster server PC with at

least two servers. This cluster server runs a Microsoft SQL

Server with database instances for each V-PBX. As the

respective databases contain all data for each configured

user, each call, and each caller's service billing data, these

databases guarantee trouble-free service continuation in

seconds or minutes after a hardware failure of one of the

FES or BES systems.

4. Standby / Back-Up Servers

A sporadic software failure on one of the FES or BES servers

will automatically be detected by the HSW 'watch-dog'

mechanisms. In this case, the respective FES or BES will

usually return automatically to full operations within a very

short time frame. However, if the software issue should

persist and the automatic restart is not successful, the

Standby / Back-Up Server needs to take over as it would in

the case of a FES or BES hardware failure. In this case the

single Back-Up Server needs to be activated and the failed

V-PBX instance(s) need to be quickly recovered without data

loss through continuation of the service from the back-up

server with the Database Server providing the relevant up-

to-date V-PBX database.

9

The following diagram shows the key servers that are

required within your network to support your Hosted IP

PBX service based on HSW.

Overview

HSW Front-End Server:

This is the physical server that runs multiple appearances

of V-PBXs. Your HSW installation may have many instances

of physical Front-End Servers, each with many V-PBXs.

HSW Back-End Server:

Runs all voice channel control between your customers'

sites and your HSW data centre and your gateways or

other PSTN access systems. In large HSW installations

multiple Back-End Servers can be implemented for load

sharing.

Transfers calls from the different HSW Servers to the

outside world.

Hosted SwyxWare Infrastructure: Front Net, Back Net and Servers8

HSW Database Server:

Hosts all HSW Server databases for each of the V-PBXs and

stores the call activity and reporting information, the

internal Call Detail Records (CDR), customer specific

settings e.g. speed dials, customer specific ring tones

and wav files, global and personal phone books,

and more.

Standby Server:

A Windows server in 'cold standby' to be used for

replacement of any Front-End Server or Back End Server

in case of hardware failure.

1. Front-End Servers

The Front-End Servers have dual Ethernet cards with one

port connected to the Front-End Net and the other

connected to the Back-End Net to prevent any customer

access to the Back Net of your HSW data centre. It is

recommended that both Front Net and Back Net can

provide at least 1 Gbit/s throughput to achieve sufficient

bandwidth even when a few hundred simultaneous phone

calls have to be routed between Front Net and Back Net to

the 'external' world (like the PSTN). Each V-PBX customer's

internal calls (either locally or to a branch office at a

different site but logically assigned to the V-PBX) do not

usually add significant load on your local network.

If the number of V-PBXs or the aggregated number of users

exceeds the performance capacity of a single FES, you may

easily install a prepared image of a second FES which allows

new V-PBXs to become immediately available in an

operational HSW installation. It is also possible for you to

'move' an entire V-PBX to another FES by a few mouse clicks

and continue to use that customer's V-PBX's database as

maintained on the HSW Database Server. If a FES fails due to

a hardware fault, it is therefore very easy to restart the V-PBX

services associated with the failed FES on a standby / back-

up server, using all up to date customer-specific V-PBX data

as maintained in the databases of the HSW Database Server.

2. Back-End Servers

To provide call control to 'off-PBX' calls, each HSW Server is

logically connected to a single 'Back-End Server' (BES) in

your Data Centre's back net. The BES controls and manages

the various links between your customers' sites and your

FES and, furthermore, to the outside world.

With this Back-End Server in place, HSW has control of the

number of parallel voice channels each Hosting Customer is

allowed to use (i.e. what he pays for…) and to allow trunk

management. Beyond your additional capabilities this may

allow you to control bandwidth usage on the physical IP link

to your customers' sites.

The HSW Voice Channel concept also gives you the means

to control the access of your HSW customers to your PSTN

access devices, i.e. gateways, SIP trunks or your soft-switch.

The interfacing to the outside world may be different

from Hoster to Hoster. The Back-End Server actually

communicates either directly with SIP devices in the

Internet or with a carrier's soft-switch provided by the ITSP

or a third party. Furthermore, a Hoster without a soft-switch

may operate one or multiple 'SwyxGate' installations with

up 60 ISDN B channels each, with increasing probability by

SIP trunking connecting to selected ITSPs. Note: when the

Hoster is an ITSP, SIP represents the most favourable

interconnect method to other service subscribers of this

ITSP.

3. Database Servers

The main job of the database server is the hosting of the

different databases for the virtual PBXs. This means that, in

addition to the FES and BES, the HSW Database Server is a

critical element of a HSW installation. The Database Server

comprises all data generated by each V-PBX during

installation, operation and maintenance.

The 100% up-to-date availability of each of these data

elements is crucial to a reliable hosting service.

To achieve this high degree of availability the Database

Server needs to be installed on a cluster server PC with at

least two servers. This cluster server runs a Microsoft SQL

Server with database instances for each V-PBX. As the

respective databases contain all data for each configured

user, each call, and each caller's service billing data, these

databases guarantee trouble-free service continuation in

seconds or minutes after a hardware failure of one of the

FES or BES systems.

4. Standby / Back-Up Servers

A sporadic software failure on one of the FES or BES servers

will automatically be detected by the HSW 'watch-dog'

mechanisms. In this case, the respective FES or BES will

usually return automatically to full operations within a very

short time frame. However, if the software issue should

persist and the automatic restart is not successful, the

Standby / Back-Up Server needs to take over as it would in

the case of a FES or BES hardware failure. In this case the

single Back-Up Server needs to be activated and the failed

V-PBX instance(s) need to be quickly recovered without data

loss through continuation of the service from the back-up

server with the Database Server providing the relevant up-

to-date V-PBX database.

9

If you want to offer HSW based PBX hosting services to

your customers you need to sign a ‘Service Provider

License Agreement' (SPLA) with Swyx. As HSW is based

on the Microsoft Windows Based Hosting Applications

Platform, you also need to have a SPLA agreement with

Microsoft in place (a new or an already existing one).

Both SPLAs are similar with regards to their legal concepts,

license principles and royalty payment structures; you do

not have to purchase any Swyx or Microsoft software in

advance.

Following the same concept as the Microsoft SPLA, the

Swyx SPLA requires you to provide to Swyx monthly

reports of the software licenses configured for your users,

which in turn will be used to provide you with monthly

royalty bills.

Once a license agreement is signed you will receive a

HSW CD together with a single (temporary) License Key

that requires registration with Swyx after installation on a

specific hardware system.

The license key will be installed on your HSW Back-End

Server for clear identification of your system and licensing

status.

Under Swyx standard terms and conditions, this license

unlocks all features and functions that HSW offers as basic

or optional services and applies NO limit to the number of

V-PBX systems or the number of users you will be serving

with your HSW installation. Immediately after installation

HSW therefore opens the door for your business to grow

quickly without you having to return to Swyx to upgrade,

extend or exchange license keys to define a new service –

you are now totally independent in your service

offering(s).

All technical control of 'active' features is achieved via the

'usage reporting application' that creates monthly reports

to you and to Swyx as described in the section: HSW

Reporting Service for Generation of Bills.

Hosted SwyxWare Licensing Principles10

Hosted SwyxWare User and V-PBX Licenses11

User Based Options

1. Basic user license: entry level business-class

communications, with feature-rich soft-phone

SwyxWare comprises the complete functionality of a

User Based Options:

1. Basic User

2. Usage of Swyx System Phones

3. CTI for SwyxPhones (SwyxCTI)

4. PBX features for mobile phones (SwyxMobile)

5. Voicemail (SwyxVoicemail)

6. PC Fax / Fax to Desktop (SwyxFax)

7. Script-based Extended Call Routing (SwyxECR)

8. Ad Hoc Call Recording (SwyxRecord)

9. Call Monitoring & Intrusion (SwyxMonitor)

traditional PBX and also provides high-performance phone

functions including call handling, call connection, call

authorisation, and all call switching processes as well as the

management of group calls.

The SwyxIt! soft-phone is a major service differentiator that

perfectly integrates the phone with the PC world, providing

critical telephony functions such as dial, redial, call

forwarding, transfer, hold and conference as well as online

company and personal phone books.

Features

Support for a wide range of audio devices: IP telephones,

H.323 telephones, DECT handsets, SIP telephones,

USB handsets, USB headsets, SIP soft-phones

Extensive range of PBX features including: call back on

busy / no answer (internal calls), call swap, call waiting

indication, speed dials, hunt groups, etc.

One click Application Sharing

Integration with Microsoft® Outlook®

Innovative, easy to use and feature-rich soft-phone that

offers many functions that enhance the user experience

Voice Channel licenses are required to enable incoming

and outgoing calls to pass via PSTN, SIP trunking, or

another V-PBX, etc.

V-PBX Based Options:

10. Conference Room / Server (SwyxConference)

11. Voice Channel

12. Fax Channel

If you want to offer HSW based PBX hosting services to

your customers you need to sign a ‘Service Provider

License Agreement' (SPLA) with Swyx. As HSW is based

on the Microsoft Windows Based Hosting Applications

Platform, you also need to have a SPLA agreement with

Microsoft in place (a new or an already existing one).

Both SPLAs are similar with regards to their legal concepts,

license principles and royalty payment structures; you do

not have to purchase any Swyx or Microsoft software in

advance.

Following the same concept as the Microsoft SPLA, the

Swyx SPLA requires you to provide to Swyx monthly

reports of the software licenses configured for your users,

which in turn will be used to provide you with monthly

royalty bills.

Once a license agreement is signed you will receive a

HSW CD together with a single (temporary) License Key

that requires registration with Swyx after installation on a

specific hardware system.

The license key will be installed on your HSW Back-End

Server for clear identification of your system and licensing

status.

Under Swyx standard terms and conditions, this license

unlocks all features and functions that HSW offers as basic

or optional services and applies NO limit to the number of

V-PBX systems or the number of users you will be serving

with your HSW installation. Immediately after installation

HSW therefore opens the door for your business to grow

quickly without you having to return to Swyx to upgrade,

extend or exchange license keys to define a new service –

you are now totally independent in your service

offering(s).

All technical control of 'active' features is achieved via the

'usage reporting application' that creates monthly reports

to you and to Swyx as described in the section: HSW

Reporting Service for Generation of Bills.

Hosted SwyxWare Licensing Principles10

Hosted SwyxWare User and V-PBX Licenses11

User Based Options

1. Basic user license: entry level business-class

communications, with feature-rich soft-phone

SwyxWare comprises the complete functionality of a

User Based Options:

1. Basic User

2. Usage of Swyx System Phones

3. CTI for SwyxPhones (SwyxCTI)

4. PBX features for mobile phones (SwyxMobile)

5. Voicemail (SwyxVoicemail)

6. PC Fax / Fax to Desktop (SwyxFax)

7. Script-based Extended Call Routing (SwyxECR)

8. Ad Hoc Call Recording (SwyxRecord)

9. Call Monitoring & Intrusion (SwyxMonitor)

traditional PBX and also provides high-performance phone

functions including call handling, call connection, call

authorisation, and all call switching processes as well as the

management of group calls.

The SwyxIt! soft-phone is a major service differentiator that

perfectly integrates the phone with the PC world, providing

critical telephony functions such as dial, redial, call

forwarding, transfer, hold and conference as well as online

company and personal phone books.

Features

Support for a wide range of audio devices: IP telephones,

H.323 telephones, DECT handsets, SIP telephones,

USB handsets, USB headsets, SIP soft-phones

Extensive range of PBX features including: call back on

busy / no answer (internal calls), call swap, call waiting

indication, speed dials, hunt groups, etc.

One click Application Sharing

Integration with Microsoft® Outlook®

Innovative, easy to use and feature-rich soft-phone that

offers many functions that enhance the user experience

Voice Channel licenses are required to enable incoming

and outgoing calls to pass via PSTN, SIP trunking, or

another V-PBX, etc.

V-PBX Based Options:

10. Conference Room / Server (SwyxConference)

11. Voice Channel

12. Fax Channel

2. Usage of Swyx System Phones

HSW is based on the internationally accepted open SIP

standard. This means that SIP compliant IP phones may be

used within a HSW environment. Swyx regularly publishes

lists of compatibility tests with a large number of 3rd party

SIP phones summarising interoperability test results with

HSW.

However, the benefit of a standards compliant phone must

be balanced against the restrictions in capabilities due to

incomplete standardisation with higher level functionalities.

Therefore Swyx offers its own SwyxPhone desktop phone

family (L400 and L500 models) as an alternative to standards

compliant SIP phones that have limited functionality. This

SwyxPhone family is a line of 'system phones' that are

integrated with the capabilities of HSW. To run these

SwyxPhones within a HSW environment an optional license

is required per SwyxPhone connected to a HSW based V-

PBX.

SwyxPhones can be directly connected to the local network

via a standard Ethernet connection. With SwyxWare's

unique plug-and-play technology, the telephones require

no manual configuration at the desktop – just plug them

into the LAN port nearest the desk, and they will

automatically configure. In addition, each telephone is

capable of accepting a login from any user on the system –

this means that users can make use of their own telephone

setup in any office or on any desk by simply logging into the

IP telephone nearest to where they are. Speed dials,

function keys and personal phonebook entries will

immediately become available. SwyxPhones can also make

use of the centrally maintained 'Global Phonebook' that can

be shared between all desk phones and softphones

associated with a V-PBX within HSW.

Note: To make use of the System Phone capabilities the IP

connection between the customer's site and the HSW data

centre requires a VPN connection.

3. CTI for SwyxPhones (SwyxCTI)

With the CTI (Computer Telephony Integration) option a

Swyx System Phone is totally integrated with the SwyxIt!

soft-phone on a user's PC and with Microsoft® Outlook®.

The SwyxIt! soft-phone enables users to manage all calls

from their desktop, linking seamlessly with the deskphone,

as well as giving GUI based access to key telephony

functions such as dial, re-dial, transfer, hold, forward, call

back and conference through the PC screen.

12

Hosted SwyxWare Licensing PrinciplesWith this option a user may 'pair' a system phone with his

desktop PC to receive the best of both worlds – full feature

richness for incoming and outgoing calls through the PC

softphone user interface and, at the same time, full

telephony feature availability via the desktop Swyx system

phone even when the PC is switched off.

4. PBX features for mobile phones (SwyxMobile)

Fixed Mobile Convergence (FMC) technology enables the

cell/mobile phone to operate as an internal extension of the

enterprise IP-PBX. This allows mobile users to access and

use many key features and capabilities of their office

telephone system, while needing only a single handset.

Users can be contacted via a single number that is

independent of the network connection.

The main advantages that SwyxMobile brings to businesses:

greater mobility and increased convenience, with easy

integration into the existing customer's network.

SwyxMobile allows mobile employees to use key Swyx IP-

PBX services such as call transfer, call swap, multi-party

conferencing, call recording or call forwarding. Mobile

users can take advantage of 3-digit extension dialling using

the Swyx IP-PBX from wherever they are making the call,

whether inside or outside the office. Employees only need

to give one business phone number to their colleagues,

customers and partners. And only one voicemail system is

needed to for all voice messages which can also simply be

heard via one mouse click on the desktop computer.

Furthermore, presence information makes it easier to

collaborate: office-based users can see if a mobile colleague

is speaking on his mobile phone.

With the server-based SwyxWare Mobile Extension Manager

module, all mobile phones (and even analogue and digital

landline phones) can access key IP-PBX services but certain

'smart' phones running Windows Mobile or Symbian

operating systems can take advantage of the SwyxIt! Mobile

client to make the process of accessing the IP-PBX services

even smoother.

13

2. Usage of Swyx System Phones

HSW is based on the internationally accepted open SIP

standard. This means that SIP compliant IP phones may be

used within a HSW environment. Swyx regularly publishes

lists of compatibility tests with a large number of 3rd party

SIP phones summarising interoperability test results with

HSW.

However, the benefit of a standards compliant phone must

be balanced against the restrictions in capabilities due to

incomplete standardisation with higher level functionalities.

Therefore Swyx offers its own SwyxPhone desktop phone

family (L400 and L500 models) as an alternative to standards

compliant SIP phones that have limited functionality. This

SwyxPhone family is a line of 'system phones' that are

integrated with the capabilities of HSW. To run these

SwyxPhones within a HSW environment an optional license

is required per SwyxPhone connected to a HSW based V-

PBX.

SwyxPhones can be directly connected to the local network

via a standard Ethernet connection. With SwyxWare's

unique plug-and-play technology, the telephones require

no manual configuration at the desktop – just plug them

into the LAN port nearest the desk, and they will

automatically configure. In addition, each telephone is

capable of accepting a login from any user on the system –

this means that users can make use of their own telephone

setup in any office or on any desk by simply logging into the

IP telephone nearest to where they are. Speed dials,

function keys and personal phonebook entries will

immediately become available. SwyxPhones can also make

use of the centrally maintained 'Global Phonebook' that can

be shared between all desk phones and softphones

associated with a V-PBX within HSW.

Note: To make use of the System Phone capabilities the IP

connection between the customer's site and the HSW data

centre requires a VPN connection.

3. CTI for SwyxPhones (SwyxCTI)

With the CTI (Computer Telephony Integration) option a

Swyx System Phone is totally integrated with the SwyxIt!

soft-phone on a user's PC and with Microsoft® Outlook®.

The SwyxIt! soft-phone enables users to manage all calls

from their desktop, linking seamlessly with the deskphone,

as well as giving GUI based access to key telephony

functions such as dial, re-dial, transfer, hold, forward, call

back and conference through the PC screen.

12

Hosted SwyxWare Licensing PrinciplesWith this option a user may 'pair' a system phone with his

desktop PC to receive the best of both worlds – full feature

richness for incoming and outgoing calls through the PC

softphone user interface and, at the same time, full

telephony feature availability via the desktop Swyx system

phone even when the PC is switched off.

4. PBX features for mobile phones (SwyxMobile)

Fixed Mobile Convergence (FMC) technology enables the

cell/mobile phone to operate as an internal extension of the

enterprise IP-PBX. This allows mobile users to access and

use many key features and capabilities of their office

telephone system, while needing only a single handset.

Users can be contacted via a single number that is

independent of the network connection.

The main advantages that SwyxMobile brings to businesses:

greater mobility and increased convenience, with easy

integration into the existing customer's network.

SwyxMobile allows mobile employees to use key Swyx IP-

PBX services such as call transfer, call swap, multi-party

conferencing, call recording or call forwarding. Mobile

users can take advantage of 3-digit extension dialling using

the Swyx IP-PBX from wherever they are making the call,

whether inside or outside the office. Employees only need

to give one business phone number to their colleagues,

customers and partners. And only one voicemail system is

needed to for all voice messages which can also simply be

heard via one mouse click on the desktop computer.

Furthermore, presence information makes it easier to

collaborate: office-based users can see if a mobile colleague

is speaking on his mobile phone.

With the server-based SwyxWare Mobile Extension Manager

module, all mobile phones (and even analogue and digital

landline phones) can access key IP-PBX services but certain

'smart' phones running Windows Mobile or Symbian

operating systems can take advantage of the SwyxIt! Mobile

client to make the process of accessing the IP-PBX services

even smoother.

13

5. Voicemail (SwyxVoicemail)

Voicemail functionality can be offered to each individual

user, which means that every user receives a highly featured

voicemail environment, without the need for expensive

external voicemail servers or trunking channels.

Voicemails can be securely accessed remotely via a

telephone or via the SwyxIt! client and, if a phone is not

available, voicemails can be listened to via a PC with a sound

card. In addition, voicemails can be accessed through email

applications such as Microsoft Outlook.

6. PC Fax / Fax to Desktop (SwyxFax)

This optional capability is based on the integrated Fax Server

that provides automatic sending and receiving of fax

messages for each subscribed user. Incoming fax messages

will be received in the user's mailbox as a TIFF or PDF

attachment to a fax notification message. Fax call progress /

completion messages for outgoing faxes will also be

available in the respective user's mail box.

A fax client allows faxes to be easily generated and sent

electronically. The SwyxFax 'printer driver' also allows fax

messages, including mass 'mailings', to be sent from any

application with printing capabilities.

Note: To make use of this option, a V-PBX under HSW needs at

least one 'Fax Channel' (as described below). One Fax Channel

provides the capability to provide one secure fax transmission

over the IP network at one time.

7. Script-Based Extended Call Routing (SwyxECR)

This graphical tool allows users to set up decision, action

and handling sequences for incoming calls, enabling the

management of even complex call handling scenarios to

ensure the satisfaction of callers. It allows users to clearly

visualise call handling scenarios in the form of a flow chart.

Even complex call handling scenarios can be set up in a

matter of minutes with the click of a few buttons and drag

and drop functions. For example, multi-level option menus

can be set up and calls can be routed according to several

sequences of criteria being met.

This tool is a perfect instrument for your customers to

define their own in-house call centre with typical call

distribution and call queuing options, including access to

your customers' own data bases, e.g. for caller specific call

routing based on, for example, the customer's ERP system's

order processing information.

8. Ad Hoc Call Recording (SwyxRecord)

To help protect and support a customer's business, a call

recording facility is provided whereby each user has the

ability to record ad-hoc conversations directly from their

Swyx soft-phone client simply at the press of a button. The

call will then be recorded to a location of the user's choice,

ready for easy retrieval in the future.

Calls can be replayed using standard media players (e.g.

Windows Media Player) without the need for additional

expensive software. This feature is particularly helpful if a

user requires the means, for whatever reason, to prove the

contents of a phone conversation.

9. Call Monitoring/Intrusion (SwyxMonitor)

This option includes the ability for a supervisor / manager to

silently monitor a telephone conversation that takes place

between an employee (usually a call centre agent) using a

Swyx soft-phone client (not in CTI mode) and an external

party e.g. a customer.

Neither the employee nor the other party on the call will be

aware of the monitoring. The supervisor can also 'whisper'

to the employee without the other party hearing, and may

even join the conversation so that all parties can

communicate with each other.

In addition, call recording can be implemented on a specific

Trunk Group so that all external calls are recorded

automatically to a server or hard-disk location for easy

retrieval by the system administrator.

This range of capabilities can be used by supervisors to

provide feedback to agents to enable them to improve their

call handling skills.

The ability to monitor another user's call requires the

supervised call agent to have the Call Monitoring option

and the supervisor to be authorised to monitor this user's

calls.

Note: This option assigns the capability for a user 'to be

monitored' and not the capability 'to monitor'. Therefore, if a

supervisor needs to monitor 20 call centre agents, a total of 20

user options of this type would be required and the supervisor

would have to be authorised to monitor the users' calls.

14 15V-PBX based Options:

The following optional features are assigned to a customer's

V-PBX as a whole, i.e. all users of that V-PBX benefit from the

associated functions and capabilities

10. Conference Room / Server (SwyxConference)

This conferencing option allows your customer to setup and

conduct both internal and external conference calls for staff,

suppliers and customers by dialling into a special extension

number associated with this conference facility. Access to

conference calls can also be controlled simply with call

routing rules: for example, it is possible to protect

conference rooms with a PIN or restrict the access to certain

telephone numbers.

Participants in a conference room conference call will be

greeted and informed of the number of actual participants

at that time or, if they are the 1st participant, will hear music

while waiting for more participants. Participants in a room-

based’ conference call can also be configured for ‘listen

only’ mode. This allows larger audiences to participate in

conferences without creating too much disturbance from

background noise.

Because it is a software-based solution, HSW’s conferencing

capabilities do not require the additional or expensive

hardware often associated with traditional telephony

systems.

5. Voicemail (SwyxVoicemail)

Voicemail functionality can be offered to each individual

user, which means that every user receives a highly featured

voicemail environment, without the need for expensive

external voicemail servers or trunking channels.

Voicemails can be securely accessed remotely via a

telephone or via the SwyxIt! client and, if a phone is not

available, voicemails can be listened to via a PC with a sound

card. In addition, voicemails can be accessed through email

applications such as Microsoft Outlook.

6. PC Fax / Fax to Desktop (SwyxFax)

This optional capability is based on the integrated Fax Server

that provides automatic sending and receiving of fax

messages for each subscribed user. Incoming fax messages

will be received in the user's mailbox as a TIFF or PDF

attachment to a fax notification message. Fax call progress /

completion messages for outgoing faxes will also be

available in the respective user's mail box.

A fax client allows faxes to be easily generated and sent

electronically. The SwyxFax 'printer driver' also allows fax

messages, including mass 'mailings', to be sent from any

application with printing capabilities.

Note: To make use of this option, a V-PBX under HSW needs at

least one 'Fax Channel' (as described below). One Fax Channel

provides the capability to provide one secure fax transmission

over the IP network at one time.

7. Script-Based Extended Call Routing (SwyxECR)

This graphical tool allows users to set up decision, action

and handling sequences for incoming calls, enabling the

management of even complex call handling scenarios to

ensure the satisfaction of callers. It allows users to clearly

visualise call handling scenarios in the form of a flow chart.

Even complex call handling scenarios can be set up in a

matter of minutes with the click of a few buttons and drag

and drop functions. For example, multi-level option menus

can be set up and calls can be routed according to several

sequences of criteria being met.

This tool is a perfect instrument for your customers to

define their own in-house call centre with typical call

distribution and call queuing options, including access to

your customers' own data bases, e.g. for caller specific call

routing based on, for example, the customer's ERP system's

order processing information.

8. Ad Hoc Call Recording (SwyxRecord)

To help protect and support a customer's business, a call

recording facility is provided whereby each user has the

ability to record ad-hoc conversations directly from their

Swyx soft-phone client simply at the press of a button. The

call will then be recorded to a location of the user's choice,

ready for easy retrieval in the future.

Calls can be replayed using standard media players (e.g.

Windows Media Player) without the need for additional

expensive software. This feature is particularly helpful if a

user requires the means, for whatever reason, to prove the

contents of a phone conversation.

9. Call Monitoring/Intrusion (SwyxMonitor)

This option includes the ability for a supervisor / manager to

silently monitor a telephone conversation that takes place

between an employee (usually a call centre agent) using a

Swyx soft-phone client (not in CTI mode) and an external

party e.g. a customer.

Neither the employee nor the other party on the call will be

aware of the monitoring. The supervisor can also 'whisper'

to the employee without the other party hearing, and may

even join the conversation so that all parties can

communicate with each other.

In addition, call recording can be implemented on a specific

Trunk Group so that all external calls are recorded

automatically to a server or hard-disk location for easy

retrieval by the system administrator.

This range of capabilities can be used by supervisors to

provide feedback to agents to enable them to improve their

call handling skills.

The ability to monitor another user's call requires the

supervised call agent to have the Call Monitoring option

and the supervisor to be authorised to monitor this user's

calls.

Note: This option assigns the capability for a user 'to be

monitored' and not the capability 'to monitor'. Therefore, if a

supervisor needs to monitor 20 call centre agents, a total of 20

user options of this type would be required and the supervisor

would have to be authorised to monitor the users' calls.

14 15V-PBX based Options:

The following optional features are assigned to a customer's

V-PBX as a whole, i.e. all users of that V-PBX benefit from the

associated functions and capabilities

10. Conference Room / Server (SwyxConference)

This conferencing option allows your customer to setup and

conduct both internal and external conference calls for staff,

suppliers and customers by dialling into a special extension

number associated with this conference facility. Access to

conference calls can also be controlled simply with call

routing rules: for example, it is possible to protect

conference rooms with a PIN or restrict the access to certain

telephone numbers.

Participants in a conference room conference call will be

greeted and informed of the number of actual participants

at that time or, if they are the 1st participant, will hear music

while waiting for more participants. Participants in a room-

based’ conference call can also be configured for ‘listen

only’ mode. This allows larger audiences to participate in

conferences without creating too much disturbance from

background noise.

Because it is a software-based solution, HSW’s conferencing

capabilities do not require the additional or expensive

hardware often associated with traditional telephony

systems.

16 11. Voice Channels

The 'Voice Channels' within HSW allow you to easily control

the use of available bandwidth within your HSW installation,

i.e. introducing a limitation of bandwidth that a specific

V-PBX may request.

When you supply both IP access and the Hosting service to

your customers you may provide bandwidth control and

QoS to your hosting site through the network layer.

However, those control mechanisms do not give you the

ability to coordinate multiple customers' access to the

shared network resources accessed by HSW. In particular,

the access to ISDN trunks and SIP trunks with limited

capacities. This could create a situation whereby one of your

customers (i.e. one V-PBX) may not get access to a trunk line

as another V-PBX customer with a very active call centre is

blocking all trunks to a certain provider or carrier even

though the 'blocked' customer has full and high quality

bandwidth available from his site to your data centre.

This problem is resolved by assigning a number of 'Voice

Channels' to each V-PBX. Each voice channel represents one

simultaneous voice call between a customer's site and the

HSW Back-End Server which controls access to the

supported ISDN and SIP trunks. HSW's Back-End Server is

also able to select alternative trunks (other networks, other

providers) when respectively configured by you as the

Hoster or when requested by your customer. For example,

eight voice channels would allow the users of a specific V-

PBX to make eight simultaneous phone calls to destinations

outside their VPBX (e.g. to the PSTN or to an Internet phone

subscriber).

Any calls between 'on-site' users of a V-PBX will stay local

without the need for a voice channel. With this control

mechanism you can offer your customers a PBX service with

different throughput characteristics and multiple provider

routing capabilities.

12. T.38 Fax Channel

Reliable support of fax transmission within an IP network

requires support of the T.38 protocol which takes care of

minor timing delays through IP transmission that might

otherwise cause incompatibility between different fax

machines and fax devices in the IP network.

HSW therefore supports specific Fax Channels and the T.38

protocol to make fax transmission reliable between all

standard compliant fax devices and a fax device within HSW.

Therefore, a Fax Channel is required for each parallel

(simultaneous) fax transmission from a Swyx Fax Server (in

combination with the Swyx Fax Option) within a V-PBX and

also for each fax terminal adapter set up at a customer's site

to connect a group 3 fax machine.

The Fax Channels of a V-PBX can be shared by all users of a

customer's V-PBX. Too few Fax Channels will either create

busy signals when the number of simultaneous fax

transmissions is exceeded or simply delay or slow down a

fax transmission.

A PBX Hosting service will typically consist of several

components such as IP access from your customer to your

data centre, a certain guaranteed QoS, pricing for 'On-net'

calls within your (or other service provider's) IP network,

call termination fees for calls to the PSTN or ITSP providers,

and guaranteed service levels. All or many of these elements

will likely be part of your service offering and pricing – but

all these service elements are in addition to the

differentiating features that you may want to assign to a

service you offer to your customers. In addition to price,

these elements will allow you to differentiate your PBX

service from a competitor's PBX service.

HSW therefore provides a simple method to assign all of

some of the options listed earlier, such as voicemail and

voice channels. This will allow you to define more than one

hosting service – e.g. an 'Entry Level Hosting Service' for

customers with minimal PBX feature requirements to start

with, plus an 'Advanced Service' with a higher level of

features configured, or even a service particularly suited for

informal call centres – 'Call Centre Service'. Naturally you

could offer each of these different services (and others, if

you choose) at a different price per month and per user-

feature / V-PBX-feature.

You may define your different services through 'Feature

Profiles'. Each different service can then be offered on a per

customer V-PBX basis. HSW now gives you the unique

possibility that each of your V-PBX customers can now

assign, on a user by user basis, which of your defined

services the user is going to use. If a customer has 30 users,

he may assign your 'Entry Level Service' to 15 of his

employees, your 'Advanced Service' to 10 employees and

your 'Call Centre Service' to the remaining 5 employees,

resulting in different service fees to you. And even more

advantageous: if you allow it, your customer’s secretary

('administrator') may change the service assignment of any

user within the customer organisation at any time by a

simple browser tool – minimising the hurdles for your

customers to try out your higher valued services (and, of

course, pay for them).

Advantages

A customer who selects additional new features from your

defined Feature Profile(s) does not require any manual

intervention by you.

Hosted SwyxWare enables you to define your own unique

'pricelist' that you can offer to your customers.

You will be able to change not only the price for a defined

service from time to time but also the functions and features

included in any offered service. HSW therefore provides a

previously unavailable level of flexibility to allow you to

define (at service set up, and whenever required) your own

new pricelist.

17

Defining Your Specific Service Offering

Feature Profile Creation

Service Assignment to User

Service Definition

Monthly Customer Billing

16 11. Voice Channels

The 'Voice Channels' within HSW allow you to easily control

the use of available bandwidth within your HSW installation,

i.e. introducing a limitation of bandwidth that a specific

V-PBX may request.

When you supply both IP access and the Hosting service to

your customers you may provide bandwidth control and

QoS to your hosting site through the network layer.

However, those control mechanisms do not give you the

ability to coordinate multiple customers' access to the

shared network resources accessed by HSW. In particular,

the access to ISDN trunks and SIP trunks with limited

capacities. This could create a situation whereby one of your

customers (i.e. one V-PBX) may not get access to a trunk line

as another V-PBX customer with a very active call centre is

blocking all trunks to a certain provider or carrier even

though the 'blocked' customer has full and high quality

bandwidth available from his site to your data centre.

This problem is resolved by assigning a number of 'Voice

Channels' to each V-PBX. Each voice channel represents one

simultaneous voice call between a customer's site and the

HSW Back-End Server which controls access to the

supported ISDN and SIP trunks. HSW's Back-End Server is

also able to select alternative trunks (other networks, other

providers) when respectively configured by you as the

Hoster or when requested by your customer. For example,

eight voice channels would allow the users of a specific V-

PBX to make eight simultaneous phone calls to destinations

outside their VPBX (e.g. to the PSTN or to an Internet phone

subscriber).

Any calls between 'on-site' users of a V-PBX will stay local

without the need for a voice channel. With this control

mechanism you can offer your customers a PBX service with

different throughput characteristics and multiple provider

routing capabilities.

12. T.38 Fax Channel

Reliable support of fax transmission within an IP network

requires support of the T.38 protocol which takes care of

minor timing delays through IP transmission that might

otherwise cause incompatibility between different fax

machines and fax devices in the IP network.

HSW therefore supports specific Fax Channels and the T.38

protocol to make fax transmission reliable between all

standard compliant fax devices and a fax device within HSW.

Therefore, a Fax Channel is required for each parallel

(simultaneous) fax transmission from a Swyx Fax Server (in

combination with the Swyx Fax Option) within a V-PBX and

also for each fax terminal adapter set up at a customer's site

to connect a group 3 fax machine.

The Fax Channels of a V-PBX can be shared by all users of a

customer's V-PBX. Too few Fax Channels will either create

busy signals when the number of simultaneous fax

transmissions is exceeded or simply delay or slow down a

fax transmission.

A PBX Hosting service will typically consist of several

components such as IP access from your customer to your

data centre, a certain guaranteed QoS, pricing for 'On-net'

calls within your (or other service provider's) IP network,

call termination fees for calls to the PSTN or ITSP providers,

and guaranteed service levels. All or many of these elements

will likely be part of your service offering and pricing – but

all these service elements are in addition to the

differentiating features that you may want to assign to a

service you offer to your customers. In addition to price,

these elements will allow you to differentiate your PBX

service from a competitor's PBX service.

HSW therefore provides a simple method to assign all of

some of the options listed earlier, such as voicemail and

voice channels. This will allow you to define more than one

hosting service – e.g. an 'Entry Level Hosting Service' for

customers with minimal PBX feature requirements to start

with, plus an 'Advanced Service' with a higher level of

features configured, or even a service particularly suited for

informal call centres – 'Call Centre Service'. Naturally you

could offer each of these different services (and others, if

you choose) at a different price per month and per user-

feature / V-PBX-feature.

You may define your different services through 'Feature

Profiles'. Each different service can then be offered on a per

customer V-PBX basis. HSW now gives you the unique

possibility that each of your V-PBX customers can now

assign, on a user by user basis, which of your defined

services the user is going to use. If a customer has 30 users,

he may assign your 'Entry Level Service' to 15 of his

employees, your 'Advanced Service' to 10 employees and

your 'Call Centre Service' to the remaining 5 employees,

resulting in different service fees to you. And even more

advantageous: if you allow it, your customer’s secretary

('administrator') may change the service assignment of any

user within the customer organisation at any time by a

simple browser tool – minimising the hurdles for your

customers to try out your higher valued services (and, of

course, pay for them).

Advantages

A customer who selects additional new features from your

defined Feature Profile(s) does not require any manual

intervention by you.

Hosted SwyxWare enables you to define your own unique

'pricelist' that you can offer to your customers.

You will be able to change not only the price for a defined

service from time to time but also the functions and features

included in any offered service. HSW therefore provides a

previously unavailable level of flexibility to allow you to

define (at service set up, and whenever required) your own

new pricelist.

17

Defining Your Specific Service Offering

Feature Profile Creation

Service Assignment to User

Service Definition

Monthly Customer Billing

The licensing and configured usage information of a HSW

installation will be detailed in two reports automatically

generated by HSW and provided to you (and to Swyx) via

email on a scheduled monthly basis. The information from

these reports is intended to be used in conjunction with

your billing system so that you can bill your customers.

1. Service Report

The 'Service Usage Report' gives you a comprehensive

report of your customer's usage of your Hosting Services.

For each of your customers (i.e. each V-PBX) the report will

show you the average of how many user-features and V-PBX

features were configured for your Hosting Service(s) during

the last monthly reporting period. As you will have assigned

a monthly price tag for each of your user-based services

(e.g. voicemail) and your V-PBX based services (e.g. channels

and conference rooms) this report provides information on

configured/used features to assist you in preparing your

monthly customer billing.

The report is available in human and machine readable

formats so that it can easily be used for automated data

transfer into your billing or ERP system.

'Measurements' providing the reported service data are

taken on a daily basis. The report as created by HSW will be

digitally signed and therefore protected against

unauthorised modification. The granularity of these reports

will allow you to provide very competitive and differentiated

service offerings. This Service Report is available only to you

as the Hoster and not to Swyx as a provider of the

underlying technology.

2. Royalty Report

The second report generated by HSW on a monthly basis is

the 'Swyx Royalty Report'. Based on the same measurement

intervals as the Service Report, HSW generates a report of

licenses in use during this period.

This report will not show information relating to each one of

your customers, but is rather a consolidated report showing

the total numbers of user-features and V-PBX features that

are configured across all of your customers.

Swyx will use the Royalty Report to send you a Royalty bill

each month according to the Royalty price list and terms

and conditions as agreed between you and Swyx.

Like the Service Report, this report is available in human

and machine readable formats and electronically signed to

be protected against unauthorised modifications.

HSW Reporting Service for Generation of Bills18 Hosted SwyxWare provides 2 tools for system and user

administration. The Microsoft Management Console (MMC)

provides full configuration and administration options,

while a web-based tool enables HSW Customer

Administrators to perform simple 'moves, adds and

changes', without needing to access the MMC.

Administration – By the Hoster

HSW operates on the principle that the majority of user-

specific administration work will be done through 'Self-

Administration' by the HSW customer but certain functions

such as trunk definition, trunk maintenance, routing table

creation, user class/profile definition etc. will be handled by

your specially trained operators and Administrators. As with

'Customer-based' administration, these central admin

functions are totally accessible (locally and remote) using

the existing Microsoft Management Console (MMC) tool.

To minimise the initial administration effort and recurring

admin jobs, HSW administration offers additional 'bulk

administration' features which allow the administration of

multiple users of one V-PBX in a single step. Using this tool,

for example, multiple users of a V-PBX can be selected and

assigned to a new location just by 'dragging & dropping'. In

addition to these capabilities, HSW provides additional tools

to import user data between an Active Directory or a LDAP

directory and the HSW database. These tools enable the

administrator to import Windows user profiles which are

already configured in the MS Active Directory by using the

LDAP protocol.

HSW Master Administrators

This role has unrestricted access to configure Hosted

SwyxWare. Therefore this role is used by the Hoster

Administrator to configure HSW.

Local administrators of the Windows Server are always

members of this role. This role has the right to assign or

remove users from other administrator roles.

HSW Back Office Administrators

This administrator level will be used by the Administrator of

the Hoster to install and maintain a HSW installation just like

the HSW Master Administrator and has the necessary

privileges to configure elements of HSW including add, edit

and delete Feature Profiles (i.e. new services). This level will

not allow the creation or removal of other HSW

administrators.

HSW Reseller Administrators

This role is typically assigned to a Reseller's administrator

particularly when you, as the Hoster, let your resellers sell,

create and support their 'own' V-PBX for their customers.

The associated privileges allow any V-PBX specific admin

task (like adding users or user groups, or adding and

modifying trunk usage tables or voice channel assignments)

and the creation and configuration of new V-PBXs. However,

modifications of elements that cannot be restricted to a

single V-PBX are prevented– such as creation or

modification of Trunk Groups and Trunks. Your reseller

could therefore take over the ongoing support of his

customers on a daily and monthly basis.

Administration19

The licensing and configured usage information of a HSW

installation will be detailed in two reports automatically

generated by HSW and provided to you (and to Swyx) via

email on a scheduled monthly basis. The information from

these reports is intended to be used in conjunction with

your billing system so that you can bill your customers.

1. Service Report

The 'Service Usage Report' gives you a comprehensive

report of your customer's usage of your Hosting Services.

For each of your customers (i.e. each V-PBX) the report will

show you the average of how many user-features and V-PBX

features were configured for your Hosting Service(s) during

the last monthly reporting period. As you will have assigned

a monthly price tag for each of your user-based services

(e.g. voicemail) and your V-PBX based services (e.g. channels

and conference rooms) this report provides information on

configured/used features to assist you in preparing your

monthly customer billing.

The report is available in human and machine readable

formats so that it can easily be used for automated data

transfer into your billing or ERP system.

'Measurements' providing the reported service data are

taken on a daily basis. The report as created by HSW will be

digitally signed and therefore protected against

unauthorised modification. The granularity of these reports

will allow you to provide very competitive and differentiated

service offerings. This Service Report is available only to you

as the Hoster and not to Swyx as a provider of the

underlying technology.

2. Royalty Report

The second report generated by HSW on a monthly basis is

the 'Swyx Royalty Report'. Based on the same measurement

intervals as the Service Report, HSW generates a report of

licenses in use during this period.

This report will not show information relating to each one of

your customers, but is rather a consolidated report showing

the total numbers of user-features and V-PBX features that

are configured across all of your customers.

Swyx will use the Royalty Report to send you a Royalty bill

each month according to the Royalty price list and terms

and conditions as agreed between you and Swyx.

Like the Service Report, this report is available in human

and machine readable formats and electronically signed to

be protected against unauthorised modifications.

HSW Reporting Service for Generation of Bills18 Hosted SwyxWare provides 2 tools for system and user

administration. The Microsoft Management Console (MMC)

provides full configuration and administration options,

while a web-based tool enables HSW Customer

Administrators to perform simple 'moves, adds and

changes', without needing to access the MMC.

Administration – By the Hoster

HSW operates on the principle that the majority of user-

specific administration work will be done through 'Self-

Administration' by the HSW customer but certain functions

such as trunk definition, trunk maintenance, routing table

creation, user class/profile definition etc. will be handled by

your specially trained operators and Administrators. As with

'Customer-based' administration, these central admin

functions are totally accessible (locally and remote) using

the existing Microsoft Management Console (MMC) tool.

To minimise the initial administration effort and recurring

admin jobs, HSW administration offers additional 'bulk

administration' features which allow the administration of

multiple users of one V-PBX in a single step. Using this tool,

for example, multiple users of a V-PBX can be selected and

assigned to a new location just by 'dragging & dropping'. In

addition to these capabilities, HSW provides additional tools

to import user data between an Active Directory or a LDAP

directory and the HSW database. These tools enable the

administrator to import Windows user profiles which are

already configured in the MS Active Directory by using the

LDAP protocol.

HSW Master Administrators

This role has unrestricted access to configure Hosted

SwyxWare. Therefore this role is used by the Hoster

Administrator to configure HSW.

Local administrators of the Windows Server are always

members of this role. This role has the right to assign or

remove users from other administrator roles.

HSW Back Office Administrators

This administrator level will be used by the Administrator of

the Hoster to install and maintain a HSW installation just like

the HSW Master Administrator and has the necessary

privileges to configure elements of HSW including add, edit

and delete Feature Profiles (i.e. new services). This level will

not allow the creation or removal of other HSW

administrators.

HSW Reseller Administrators

This role is typically assigned to a Reseller's administrator

particularly when you, as the Hoster, let your resellers sell,

create and support their 'own' V-PBX for their customers.

The associated privileges allow any V-PBX specific admin

task (like adding users or user groups, or adding and

modifying trunk usage tables or voice channel assignments)

and the creation and configuration of new V-PBXs. However,

modifications of elements that cannot be restricted to a

single V-PBX are prevented– such as creation or

modification of Trunk Groups and Trunks. Your reseller

could therefore take over the ongoing support of his

customers on a daily and monthly basis.

Administration19

20 Browser Based User Management

Although the Microsoft Management Console (MMC) is

freely available for every desktop PC and gives powerful

access to these administrative functions, HSW also offers

browser-based web access to Customer Administrators for

user-based administration functions. Any Web browser will

give the administrator access to user and group based

functions, but the complexity of a couple of features means

that the web-based browser cannot be used to administer

the fax option and Extended Call Routing using the

Graphical Script Editor. Nevertheless, a small company with

only a few users and very little specific setup requirements

would not need to install MMC or understand how MMC

works.

Administration – By Your Customers

As the concept of HSW is to give as much flexibility to the

customer's end users as appropriate (and allow them to

fine-tune their V-PBX easily, immediately or whenever

requested without waiting for you as their service provider),

HSW has also defined 4 roles of 'Customer Administrators'

with the following entitlements:

Customer AdministratorsAs the most powerful of the customer administrator roles,

this allows the configuration of everything associated with a

specific V-PBX.

Specifically, this administrator may add, modify or delete

users, change their assigned extension numbers and calling

rights, create and modify user groups, and define incoming

call routing scripts for other users or the usage of different

trunks by time, date and destination. Furthermore, this

administrator may also upgrade the 'Hosting Service' for a

user of his V-PBX, e.g. from 'Silver Service' to a 'Gold

Service' when the user needs to get access to higher level

features. The role also includes the option to assign a

'Customer Administration Role' to other users.

Customer User Operators

This role can view properties of users and groups, but

cannot change anything. Such a role will typically be

assigned to a customer user who has no configuration

change rights but should be able to monitor the system.

Customer Call Status Operators

This role has the right to view call status, e.g. see which calls

are currently active.

Customer Phonebook Operator

The only right granted by this role is the possibility to edit

the Global Phonebook.

3. Leased line between the Hoster's data centre and

the Hosting customer provides:

Security - Dedicated connection between customer and

Hoster's data centre

Most flexibility for all possible configurations and devices

SwyxIt!, SwyxPhones and SwyxFax clients can be used

without any restrictions

4. Public Internet crossing firewalls with STUN NAT traversal

SwyxConnect may be used in this scenario but some

restrictions will apply to devices at the customer site:

No SwyxPhone operation (Proprietary protocols of L400

and L500 SwyxPhones will not traverse the firewall)

No DECT phone operation (current DECT implementation

uses H.323 protocol)

No connection of a legacy ISDN PBX (through a local

SwyxGate based at the customer's premises)

Typically a Hosting Customer operates its own LAN at a

single or at multiple locations and home offices, with a

number of PCs / laptops or desktop phones attached to the

LAN. Each customer's LAN may either be protected from

unauthorised access by a VPN between the data centre and

the customer's LAN, or by means of firewalls (with

asymmetric STUN NAT traversal).

Customer Options for Accessing the Hosted PBX

1. VPN tunnel between your data centre and your

Hosting Customer's LAN provides:

Security – Voice and call control encryption

Most flexibility for all possible configurations

and devices

SwyxIt!, SwyxPhones and SwyxFax clients can

be used without any restrictions

2. MPLS connection between the Hoster’s data centre and

the Hosting Customer’s LAN with direct access to the

customers’ IP addresses provides:

Security – Autonomous system between customer and

Hoster’s data centre

Most flexibility for all possible configurations and devices

SwyxIt!, SwyxPhones and SwyxFax clients can be used

without any restrictions

Sample Hosting Customer Environments21

20 Browser Based User Management

Although the Microsoft Management Console (MMC) is

freely available for every desktop PC and gives powerful

access to these administrative functions, HSW also offers

browser-based web access to Customer Administrators for

user-based administration functions. Any Web browser will

give the administrator access to user and group based

functions, but the complexity of a couple of features means

that the web-based browser cannot be used to administer

the fax option and Extended Call Routing using the

Graphical Script Editor. Nevertheless, a small company with

only a few users and very little specific setup requirements

would not need to install MMC or understand how MMC

works.

Administration – By Your Customers

As the concept of HSW is to give as much flexibility to the

customer's end users as appropriate (and allow them to

fine-tune their V-PBX easily, immediately or whenever

requested without waiting for you as their service provider),

HSW has also defined 4 roles of 'Customer Administrators'

with the following entitlements:

Customer AdministratorsAs the most powerful of the customer administrator roles,

this allows the configuration of everything associated with a

specific V-PBX.

Specifically, this administrator may add, modify or delete

users, change their assigned extension numbers and calling

rights, create and modify user groups, and define incoming

call routing scripts for other users or the usage of different

trunks by time, date and destination. Furthermore, this

administrator may also upgrade the 'Hosting Service' for a

user of his V-PBX, e.g. from 'Silver Service' to a 'Gold

Service' when the user needs to get access to higher level

features. The role also includes the option to assign a

'Customer Administration Role' to other users.

Customer User Operators

This role can view properties of users and groups, but

cannot change anything. Such a role will typically be

assigned to a customer user who has no configuration

change rights but should be able to monitor the system.

Customer Call Status Operators

This role has the right to view call status, e.g. see which calls

are currently active.

Customer Phonebook Operator

The only right granted by this role is the possibility to edit

the Global Phonebook.

3. Leased line between the Hoster's data centre and

the Hosting customer provides:

Security - Dedicated connection between customer and

Hoster's data centre

Most flexibility for all possible configurations and devices

SwyxIt!, SwyxPhones and SwyxFax clients can be used

without any restrictions

4. Public Internet crossing firewalls with STUN NAT traversal

SwyxConnect may be used in this scenario but some

restrictions will apply to devices at the customer site:

No SwyxPhone operation (Proprietary protocols of L400

and L500 SwyxPhones will not traverse the firewall)

No DECT phone operation (current DECT implementation

uses H.323 protocol)

No connection of a legacy ISDN PBX (through a local

SwyxGate based at the customer's premises)

Typically a Hosting Customer operates its own LAN at a

single or at multiple locations and home offices, with a

number of PCs / laptops or desktop phones attached to the

LAN. Each customer's LAN may either be protected from

unauthorised access by a VPN between the data centre and

the customer's LAN, or by means of firewalls (with

asymmetric STUN NAT traversal).

Customer Options for Accessing the Hosted PBX

1. VPN tunnel between your data centre and your

Hosting Customer's LAN provides:

Security – Voice and call control encryption

Most flexibility for all possible configurations

and devices

SwyxIt!, SwyxPhones and SwyxFax clients can

be used without any restrictions

2. MPLS connection between the Hoster’s data centre and

the Hosting Customer’s LAN with direct access to the

customers’ IP addresses provides:

Security – Autonomous system between customer and

Hoster’s data centre

Most flexibility for all possible configurations and devices

SwyxIt!, SwyxPhones and SwyxFax clients can be used

without any restrictions

Sample Hosting Customer Environments21

Hosted SwyxWare is built on a proven solution that meets

the needs of thousands of enterprise customers taking

advantage of IP telephony in 'Customer Premises

Equipment' environments. The modularity and feature

richness of Hosted SwyxWare makes it an ideal platform for

service providers to now meet the growing demands for

hosted telephony services.

With Hosted SwyxWare you can offer a range of services to

differentiate your offering(s) from those of your

competitors, and add value to your customers by providing

sophisticated yet easy to use high level PBX functionality

such as auto-attendant, calls routed according to calendar

entries in Microsoft Outlook, 'follow-me', group calls, or in-

house call centre capabilities. Whatever the combination of

features that you decide to offer, each of your customers

will access those features via a dedicated V-PBX, ensuring

high service levels and protection of their customer data.

Moreover, with Hosted SwyxWare's innovative licensing

schema, you don't have to pay royalties to Swyx until your

customers start using your service and, as Hosted SwyxWare

provides comprehensive reporting information on service

usage, you can integrate the reporting data into your

system.

Reliability: SwyxWare is a powerful yet easy-to-use

software-based communications solution that is proven

in the CPE market and transitions easily to the Hosted

market

Architectural structure: standards-based and resilient

licensing and installation: simple and not resource

intensive

Choice: multiple options for you to offer to your

customers

Administration: flexible and comprehensive

Reporting: Easy to generate accurate customer bills

Summary22

The Communication Engine

Swyx Solutions AGJoseph-von-Fraunhofer-Str. 13a44227 Dortmund, GermanyPhone: +49 (231) 4777-0Fax: +49 (231) 4777-444Email: office@swyx.com

Swyx Solutions UK Ltd960 Capability GreenLuton LU1 3PE, UKPhone: +44 (0) 1582 407 888Fax: +44 (0) 1582 407 889Email: ukoffice@swyx.com

www.swyx.com

Hosted SwyxWare – On-Demand SolutionsYounified Communications