Kick-Off Meeting Customer Requirement Survey 11 & 12 January 2010 Kick-Off Meeting Customer Requirement Survey 08/11/2018

Agenda Architecture & Services Template Presentation Project Plan 11 & 12 January 2010 Agenda Architecture & Services Template Presentation Project Plan Planning Technical Information gathering Installation requirements Support & Trainings 08/11/2018

Architecture & Services 11 & 12 January 2010 Architecture & Services Encrypted Config files are pushed in the SOP Cluster S0P S0P internet S0P 08/11/2018

Architecture & Services 11 & 12 January 2010 Architecture & Services Encrypted Config files are pushed in the SOP S0P S0P internet Active S0P Active 08/11/2018

Architecture & Services 11 & 12 January 2010 Architecture & Services Encrypted Config files are pushed in the SOP S0P S0P internet Active S0P Active 08/11/2018

Architecture & Services 11 & 12 January 2010 Architecture & Services Encrypted Config files are pushed in the SOP S0P S0P internet S0P Active 08/11/2018

Architecture & Services 11 & 12 January 2010 Architecture & Services Service Management Platform (web interface) Elements Directory Users Internal Directory Resource IP Phone Interfaces Prompt Queue Call Flow Profile Status Call Flow Call Routing Routes Route Groups Restriction Nbr mapping Reporting Basic Advanced 08/11/2018

Agenda Architecture & Services Template Presentation Project Plan 11 & 12 January 2010 Agenda Architecture & Services Template Presentation Project Plan Planning Technical Information gathering Installation requirements Support & Trainings 08/11/2018

CONFERENCE ROOM (virtual) Communication Flow Profile Status Communication tool USER MANAGER RECEPTIONIST GROUP IVR Role Technical profile + CONFERENCE ROOM (virtual) SERVICE AVAILABILITY Time check DOOR BELL … Intentional status Device status IDLE BUSY NOT CONNECTED T OFFICE TELEWORKING HOLIDAY RING PHONE SEND TO VOICE MAIL PLAY MESSAGE 08/11/2018

Profile : User / Manager ? 1 FIRST ACTION 2 SECOND ACTION NO RESPONSE (no reply – busy) T 08/11/2018

Profile : User / Manager RING PRIMARY PHONE RING ASSISTANT 1 2 RING SECONDARY PHONE + RING PRIMARY + SECONDARY PHONE PLAY STATUS-SPECIFIC MESSAGE OPTIONS WHEN PHONE BUSY CALL WAITING CALL FORWARD ON BUSY ? 1 FIRST ACTION 2 SECOND ACTION NO RESPONSE (no reply – busy) T Only for manager 08/11/2018

Profile : User / Manager ? 1 FIRST ACTION 2 SECOND ACTION NO RESPONSE (no reply – busy) T ASSISTANT VOICE MAIL RECEPTION MY TEAM “MY PERSONAL ASSISTANT” MENU Only for manager 08/11/2018

Profile : User / Manager “My Personal Assistant” menu = IVR Decide what options will be presented to calling party Send to voicemail Talk to assistant Talk to reception Forward to cell phone Forward to your alternative number (e.g. home, hotel, …) Call-back (internal numbers only) Options will be presented in a dynamic way to calling party To <1st selected option> : press 1 – to <2nd selected option> : press 2 - … Call-back Only for internal calls Limited number of tries and after system stops trying 08/11/2018

Profile : User / Manager General Settings Enter number of assistant (only for manager) Select your team Enter your alternative number (e.g. when you are in a hotel) – for 2nd action Manage your pin-code Used to access service number (e.g. change status, …) Voice mail protection Quick link Forward number See whether you have entered an unconditional forward (over-rules communication flow) Manage forward number 08/11/2018

Receptionist Profile This profile is given to receptionist working with net.Console . Attention this is not the profile of the main reception number Parameters Selection of queue (only administrator) Manage pincode (Administrator and Receptionist) Call direct extension of receptionist Main reception number 08/11/2018

Profile : Group Profile SERVICE AVAILABILITY (time check) Up to 5 different schedules Opening / closing hours Lunch time Weekly calendar Holiday calendar Recurring holidays (e.g. Dec 25th) Non-recurring holidays (e.g. Easter) Optional for GROUP profile Available 1 FIRST ACTION ring time NO RESPONSE (no reply – busy) 2 SECOND ACTION 08/11/2018

Profile : Group Profile SERVICE AVAILABILITY (time check) Optional for GROUP profile Available 1 FIRST ACTION Welcome Message ring time NO RESPONSE (no reply – busy) 2 SECOND ACTION Forward to extension 08/11/2018

Profile : Group Profile SERVICE AVAILABILITY (time check) Optional for GROUP profile Not Available During holidays Out of office hours Lunch time 08/11/2018

IVR Profile Level 0 : Entry Level 1 : Node Level 2 : Sub-Node Welcome Message MENU FORWARD (internal / exfternal nr) PLAY MESSAGE DO NOTHING FORWARD (internal / exfternal nr) PLAY MESSAGE DO NOTHING 08/11/2018

IVR Profile Max 5 Nodes Max 3 Sub-Nodes Remarks : To have more layer you can forward to an extension with IVR profile 08/11/2018

Profile : Conference Room Link conference room extension to virtual conference room Possible to link multiple numbers to same conference room, e.g.: Number for internal use – no pincode required Number for external use – pincode required Up to 20 virtual conference rooom profiles standard included ! Pincode 08/11/2018

Analog connection FXS card and “Sipura” are use to connect analog device It’s important to define which type of device will be connected to the SOP FAX ? Modem ? Analog phone ? Stamp machine ? For Modem and stamp machine it’s important to use the rignt connection method as it’s quite sensitive many Fax will be 08/11/2018

Agenda Architecture & Services Template Presentation Project Plan 11 & 12 January 2010 Agenda Architecture & Services Template Presentation Project Plan Planning Technical Information gathering Installation requirements Support & Trainings 08/11/2018

Project Plan & CUSTOMER ESCAUX -5 -5 = workdays 11 & 12 January 2010 Environment ready at customer site Order signed End User Training Network & Application CRS Hand-Over Signed -5 X X+5 -5 Kick-Off with customer Installation -5 X X+5 -5 Material delivered and staging done & Order received at Escaux SMP config done Hand-Over Document received ESCAUX X = workdays 08/11/2018

11 & 12 January 2010 Project Plan The exchange of technical & business information between customer and ESCAUX is done via the CRS gathering Sheet => See sheet CRS.xls 08/11/2018

Project Plan Installation Requirements 11 & 12 January 2010 Project Plan Installation Requirements 1. Order connectivity services Connectivity services like Internet Access, PSTN access or VPN access should be ordered asap, as telecom operators also need time to deploy their services. 2. Site Requirements Server dimensions; Switch dimensions & POE; Patch cord dimensions Channel bank dimensions ; Temperature conditions, UPS connection 3. Remote management connectivity When your ESCAUX SOP boots, it tries to contact the SMP by using your internet connection to download the latest software version and configuration. This requires opening up some ports on your firewall from the inside (LAN) to the outside (internet). http://myservice.escaux.com/docs/DesignNotes.html 08/11/2018

Project Plan Installation Requirements 11 & 12 January 2010 Project Plan Installation Requirements 4. Other Specific Requirement DHCP LAN (VLAN, QoS,…) Analog connection : FAX, Modem, phone & stamp machine Doorphone integration : SIP or not ? Connection to other PABX Softphone 5. Application Requirement - net.Console - net.Desktop - net.Supervisor http://myservice.escaux.com/docs/DesignNotes.html 08/11/2018

Agenda Architecture & Services Template Presentation Project Plan 11 & 12 January 2010 Agenda Architecture & Services Template Presentation Project Plan Planning Technical Information gathering Installation requirements Support & Trainings 08/11/2018

Support & Trainings Portal Access : www.myservice.escaux.com 11 & 12 January 2010 Support & Trainings Portal Access : www.myservice.escaux.com Legal documentation Technical documentation Contact information Support : Trouble ticketing system - http://myservice.escaux.com/docs/SupportProcedure.html Two categories : Normal - ticket (via mail or site) Urgent - ticket + phone call (Attention : Support credits = 2x ) In case of removal, IP address change → this must be planned at least 2 weeks in advance! Find details on legal documents in MyService Training www.escaux.com > news Advance administrator training 08/11/2018