What exactly is Unified
Messaging?
Voicemail messages and Faxes (with the VIP Fax
option) go to your E-mail inbox. This enables BCS users to
listen to voice mail messages through any PC from which they access
their e-mail. Users can save and organize voice mail messages like
any other E-mail message using their MS Outlook® folders. Plus,
users
can forward their voicemail messages to anyone with an E-mail
address (not just those on your BCS mail system).
Please describe how it is possible to have our
personal extensions "ring" at home.
Since Vantage manages your phone system from the
network, we can make your extension portable so that it can be
programmed to ring in other locations. This can be applied for
both extended day and full-time teleworkers.
There a number of ways to answer calls to your business line while
at home:
- You can call forward all calls, or just calls
from a particular caller(s), to your home number.
- You can activate the Simultaneous Ring
feature, which allows you to set-up so any calls to your office
number will ring at your office, your cell, your home number, or
any number, all at the same time
- You can take your desk phone home.
- You can use a 'soft phone'.
It is as simple as taking the phone home and
plugging it in?
It's almost that simple - as long as you have
broadband (DSL or cable) and plug it into that high-speed Internet
connection, it will work as if you are sitting in your office.
Additionally, there is a feature we can set up for you called
"soft phone", which replicates the phone as a program on your
laptop, allowing you to accept and make calls remotely as if you
were in your office.
Explain the "presence management" and "instant
messaging" features?
* Instant Messaging is simply a window on your PC that
allows you to send real-time text messages to others, similar to
what people use on their Internet connection from AOL or Yahoo.
Our Corporate version is a business tool, so it is more secure and
limits users to intra-company messaging, worldwide.
* Presence is a feature which gives you a visual display on your
PC indicating when co-workers are in their office, on-line, on
their phone, available for a call or IM, or away from their desk.
Can we create a wireless network within our
office using this system? If so, will others in the surrounding
neighborhood be able to access it as well given their proximity to
our office?
You can create a Wireless LAN in your office which
will allow you to move PC's & laptops without worrying about LAN
cables. It will be secured to prevent outside access. Presently,
the phones will be plugged into the LAN connection.
Right now, the only way that we can access our
personal extension is to call into a voicemail number and check
our messages and the only way to access our network is via an
Intranet site which only allows us to check our email (I believe
that there are some who have access to all shared drives remotely
as well - most of us don't). How will this change?
There are a few ways we can help you, although
let's have more discussion:
- With unified messaging, your voice-mail (vmail) will go
into your E-mail box where it can be opened and listened to,
forwarded or stored.
- With Direct Inward Dial (DID) numbers, you
can call directly into your own number and check vmail that way.
As you know, we primarily work off of shared
network drives. Will these drives change?
The drives and servers you currently use for your
data and E-mail do not have to change; they will be integrated with
the new LAN.
This is, by far the best technology
available today, especially for a firm your size. The Cisco
product line is recognized worldwide and their VoIP handsets are a clear market leader. Cisco
has shipped more than 540,000 IP
phones this past quarter, a 40% growth over last year, validating
the rapid acceptance of their VoIP Handsets by businesses of all size.
Combined with the Vantage hosted solution, you get a strong, scalable, feature-rich solution normally only available to
large enterprises. Occasionally there are software upgrades; we
take on the responsibility of system-wide up-grades, typically at
no cost to users. While we base our Total Cost of Ownership (TCO)
model on a 5-year return, the equipment will serve your
requirements long after that.
The Vantage platform uniquely combines the best
hardware & software products available in the communications
marketplace. We have joined forces with many of the most reliable
carrier & Internet service providers in the world to offer a fully
redundant platform at all levels of design. All equipment and
connections are proactively monitored 24 x 7 x 365. Routine
preventative maintenance checks are performed on regularly
scheduled intervals. When system-wide upgrades are performed, our
redundant design often means users experience no downtime.
If we are moving our office, what hardware, software,
consulting/services do we need to supply pre-move and post-move?
CAI and
Vantage will provide a dedicated
field-based Project Manager to support you every step of the way.
He/she will utilize a detailed project plan (which we will review
with you) and manage the project every step of the way. Our typical
installation schedule details how we will have your telephones and
voicemail operational prior to your move-in. We will plan to have
your system installed, up and running with voicemail configured,
and no interruption to your current system, before you move into
your new office. We work closely with your electrical and
cabling contractors as well as Computer Associates to
ensure a smooth transition. Vantage personnel handle all Telco
interaction; ordering the phone numbers, moving existing numbers
(if available), ordering dedicated circuits, canceling existing
services, etc. Further discussion will help determine what else
you might need outside of the Vantage solution. In many cases, the
detailed discussions driven by the Vantage Customer Success Team
bring to light requirements or applications often overlooked.
Obviously, we provide the
cabling and computer hardware...beyond that I'm not sure what we
also have to provide. For example, do you provide fax machines
along with the phones?
You can continue to use your current
fax machines unless you wish to replace them. We offer a
service called "VIP Fax" which gives every member, or select
members of your staff their own 'fax number'. Inbound faxes go
directly into your users' E-mail inbox, where they can be viewed,
printed, forwarded, and stored using
MS Outlook® folders just like any
other e-mail message. Outbound faxes can be sent directly from the
users' PC. Additionally, Computer Associates will provide the LAN hardware and Cisco
telephones. We can assist you with equipment rental or
Leasing though either Vantage Capital
or a 3rd party leasing company of your choice, or you can purchase
it outright. We will work closely with that financial provider to ensure
seamless acquisition and installation of your network.
What makes Vantage
Communications different/better than the alternatives?
What about our call center?
Vantage can also help you with your
call center, although that is an application which will require
additional discussion.
Teleconferencing is important to
us, is that included?
Conferencing of up to three parties
is included in the flat rate monthly charge, and activated right
from the telephone. For conferences of more than 3 (up to 60),
teleconferencing services are available and billed based on the
number of
participants and call duration. These calls can be quickly set-up
via any PC, with E-mailed invitations sent by the Vantage service
platform to all invitees.
Please describe the
conference phones.
There are two types of phones used
for conferencing:
- Cisco's standard 7940 / 7960
IP Phones with integrated speaker phone and microphone
hands-free operation
- Those three-legged phones that
are typically located in conference rooms for the purpose of
holding conference calls. Each leg has a microphone to better
transmit sound and the phone even has a microphone extension
that plugs into the phone and can be placed at the other end of
the table so that you have a microphone at each end to better
transmit/receive sound when many people are participating on the
call.
We have other offices and a
number of remote locations; what about our other sites?
Vantage will analyze each location's
communications and make a recommendation on how/whether the site
might be brought onto the internal network. A review of the
billing information and address for each location will allow us to
provide guidelines on how to tie them in with the new system as
remote users, and perhaps benefit from added features and cost
savings.
How can the Unified Messaging be
used with a Blackberry?
Since the UM feature sends Vmail and VIP Fax messages to
Email, it can be received on devices that have access to your
E-mail account(s). These messages typically include file
attachments; there are a number of 3rd party applications designed
to allow the blackberry to open and view images from various file
types. This should be discussed further.
Given the volume of calls that
both departments receive, we propose that we have
one main number with an automated receptionist who directs callers
to enter either 0 for the receptionist, 1 for Dept A, or 2 for
Dept B. Once re-directed, the caller would have the option to
access the A or B directory, depending on if they hit
1 or 2. Can
this be achieved?
The VIP Service platform offers the
flexibility to provide either of the two automated attendant
inbound call flow scenarios described above. Plus, with the 90-day
VIP 'no-charge' software adjustment period, you have the ability
to make changes to the call flow without incurring any engineering
charges for the first three months.
Can we set it up this way if we
all have a DID (direct number) rather than an extension?
YES, you can setup either auto
attendant when using individual DID numbers. On the VIP Service
platform, the last 4 digits of each DID number typically serve as
the internal extension number of each user.
Can our departments have
separate main numbers that both are answered by the automated
attendant?
YES, you can publish and make use of
multiple 'main' telephone numbers that are all answered by a
single automated attendant. Or, if you would prefer multiple auto
attendants, all with the ability to reach any 'corporate' VIP
Service user (regardless of which operating company/division they
work in) via 'dial-by-name', this call flow can be provided.
If the caller selects 0 when
calling either number, can they be routed to the same
receptionist?
YES, a single telephone or
receptionist console can act as the dial-0 target for any number
of auto attendants or voice mailboxes (again, regardless of the
operating company/division of the inbound number).
Is it possible for every phone
at each of the workstations / offices to have the ability to have
one DID as well as a rollover line?
YES, however, it is our opinion that
the legacy PBX rollover feature is somewhat cumbersome when
compared to the intuitive nature of the soft keys presented by the
VIP Service platform. The Vantage IP Telephony system gives you
the same functionality without having to provision a second line,
enabling users to move from one call to another using less buttons
than traditional PBX systems. Your users will be able to put a
caller on hold to either pick up a second incoming call or to make
a second outgoing call, without having to add a second line.
Is there any additional charge
for this?
There is no additional charge for
the dual-line functionality as described above. However, if you
are set on having two 'lines' assigned per telephone, each second
line carries a one-time charge of $45 (for the client license).
Is
here a charge for
incoming IP Faxes?
There is no charge for inbound VIP
Fax. Unlimited inbound faxes are included with the monthly
recurring charge for VIP Fax.
We noticed that there is a small
charge for outgoing faxes on the VIP fax service. How is that
possible if it's sent via email?
If you forward your IP Fax as an
E-mail, there is no additional charge. In the event you need to
send the fax to a physical fax machine, this requires conversion
from the electronic form to a traditional analog fax signal, which
is handed off as a typical 'phone' call. The outbound fax is
addressed and initiated similar to an E-mail; the per-page cost
covers both the service platform required to perform the necessary
conversions and the cost of the calls. (Keep in mind that unless
you need to send the documents specifically to a fax machine, your
users should send the message as an E-mail with an attachment
rather than a fax.)
Are there any security issues
(listening in on phone conversations, etc.) given that this system
is not on "hard line"?
There are no security issues given
that Vantage's standard configuration includes the following
measures:
- All Voice traffic is
partitioned from your Data and Internet traffic on your local
network using a VLAN configuration (Virtual Local Area Network)
- All communications leaving
your facility are protected via a Firewall
- Your outgoing Vantage
connection is over a Dedicated point-to-point clear-channel T-1
(Private Line) into our network, and is handed over directly to
the Carrier Voice network, so your voice traffic from HQ never
touches the Internet
- The Vantage Core Network
Architecture employs multiple levels of Security
Can you
provide references
on the types of companies who you work with?
We have Small and Medium-sized IP
Communications clients in the Legal, Building/Construction/Real
Estate, Textile, Manufacturing, IT verticals as well as Education.
We'll provide you with relevant references to your profile and
geography.
^ Back to
Top
What would be the
length of our contract with you?
Our standard term is 36 months,
which is what customers typically sign for, but we can make a 12
month program available to you.
What "out" do we have under your
service contract?
We need to determine whether to
lease or purchase. How will you propose the system?
You'll see it both ways from us -
we're impartial, but leasing seems to make good sense, as it
eliminates up-front Capital outlay (capex). The Vantage Capital
program is designed for the Hosted IP Telephony solution with very
competitive lease rates. The lease will include all of the CPE,
right-to-use license fees, implementation and annual maintenance /
support costs.
Is there anything that you need
from us or is there an additional charge to provide us with a
simple videoconferencing system?
Video Conferencing is a separate
application with several variables; type of use, conference room
vs. desktop, bandwidth requirement, and equipment. Following a
separate requirements assessment, Vantage can provide a full
proposal to you. The VIP Service platform should be considered
'video ready', and you should expect the Vantage quote to be very
competitive based on your specific goals and
requirements.
Is the Video Conferencing system
limited to one physical location in the office?
Design of a video conferencing
application requires a deep discussion on just how you plan to use
it. Several equipment and service configurations are available for
your use; desktop services that are portable from user to user,
PC-based services for dedicated individual use, equipment that is
dedicated to a specific room for group participation, portable
units designed for group use, static presentations or roving
presenters (classroom style). We would need to know if you intend
to use video conferencing in a point-to-point call, or
point-to-multi point call.
How does Video Conferencing
work?
Under any of the scenarios described
above, video conferencing equipment and services can be integrated
and run over your Vantage network.
What Video Conferencing
equipment do we need to separately purchase (monitors, TV's etc.)?
Examples include:
 |
Cameras
|
|
|
Video codec(s)
|
|
|
Monitors / TV
|
|
|
Client software
|
|
|
Carts
|
|
|
Wall-brackets, etc.
|
Equipment & licensing prices range from a few hundred dollars to
equip an individual desktop to upwards of $30,000 to fully equip a
conference room for multi-point conferencing.
How soon after we sign up with
Vantage would you be able to obtain our new phone numbers?
It would take 1 - 2 days to reserve
your new numbers and we can have them in service within about 10
days (for call forwarding or vmail).
NOTE: Approximately 45 - 60 days should be allowed for the
provisioning of the T-1 circuits to your new HQ facility.
Warranty v. SMARTnet - please
explain the difference
Warranty: Duration of Hardware
Warranty: One (1) Year. Replacement, Repair or Refund Procedure
for Hardware: Cisco or its service center will use commercially
reasonable efforts to ship a replacement part within ten (10)
working days after receipt of the RMA request. Actual delivery
times may vary depending on Customer location.
SMARTnet = Software Maintenance, Advanced Replacement of hardware,
TAC access & net-based technical resources. A standard Cisco
SMARTnet Support contract includes:
|
|
Software support on the
licensed operating system software, Cisco IOS® Software or
Catalyst® OS (CatOS), including maintenance, and releases
|
|
|
Around-the-clock access to
Cisco Technical Assistance Center (TAC)
|
|
|
Registered access to
Cisco.com, which provides easy access to online technical
information and service request management
|
|
|
Advance replacement of
hardware parts depending on the need and coverage selected
|
Do we need SMARTnet on phones?
SMARTnet is optional, but at $8.00
per phone per year, it's encouraged. Alternatively, you may
decide to buy a couple of spare phones for growth and replacement.
We consider SMARTnet on the switch, router and firewall as
critical.
Installation / license fees -
please note that the competitive quote that I sought estimates
these fees at slightly less than what you estimated them to be.
Why do you think that there is a difference?
One of the clear differences between
Vantage and our competition is that we dedicate on-site personnel
to each customer install. This has a number of inherent benefits,
bringing the best of Telephony and IP expertise together, while
other Hosted Providers manage the process from some centralized
out-of-state location:
- Our on-site dedicated Project
Manager with 100-point plan, from time of contract to 90-days
past completion of install and training; this is especially
important for clients moving into new facilities and dealing
with cable contractors, electricians, construction workers, the
phone company etc.
- Our on-site dedicated Premise
Support Engineer, working hand-in-hand with our LAN partner to
ensure a seamless, efficient equipment installation and turn-up
- Our on-site dedicated Trainer,
available to provide individualized and classroom training on
all aspects of the new communications system for each user, from
how to use the phone features and dialing to setting up
voicemail, instant messaging and IP fax, to using the
productivity features like the personal assistant and web
portal.
Do you provide E911 as part of
your service?
Absolutely YES. E911 service is a
standard feature of the VIP monthly service for each station.
Please note that 911 is supported only for the service address of
record and does NOT follow the mobile or remote user.
What happens after we sign the
Master Service Agreement?
We will schedule a kick-off meeting
at which time you will be introduced to your dedicated Vantage
Project Manager. Your PM will manage the project plan every step
of the way including provisioning, configuring your new system,
coordinating installation with Computer Associates,
scheduling comprehensive training for all users of the new system,
and incorporating any adds/moves/changes you wish to implement
along the way.
How do we change the name on an
existing station?
This would be classified as a change
and will be completed by Vantage Customer Support with out the
need for a site visit. The Vantage NOC will provide new clients
with free Adds / Moves / Changes for 90 days following
installation. After that period, name changes can be made for a
nominal charge.
What happens if my T-1 goes
down?
The Vantage IP Service has a number
of fail-safe, redundancy and failure recovery features that allow
your business communications to continue operating in the event of
loss of T-1 connection.
Vantage's carrier-class core network architecture includes:
|
|
Redundant Points of Presence
(POPs) |
|
|
Multiple, redundant high
bandwidth connections between POPs |
|
|
Redundant communications
servers in multiple POPs |
|
|
Recommended redundant
connection to customer premise
- Minimally a business-class
broadband connection such as DSL or Cable
- Retain a POTS line
- Consider a 2nd T-1
connection to customer premise for additional redundancy and
load balancing
|
What happens if I lose power or
my Local Area Network goes down?
|
|
Your Customer Premise
Equipment configuration will include an Uninterruptible Power
Supply (UPS) battery back-up system. |
|
|
Remote access and mobility
features allow access to phone features and voicemail when
something occurs that takes down the LAN.
|
What happens if there is a
critical failure with my facility such as weather related
disaster, long term loss of power, or loss of access?
Regardless of what happens to your
facility, your phones will continue to be answered by your Auto
Attendant since all of the call control for your phone system
resides in the Vantage network. Further, by turning on such
features as Simultaneous Ring or Remote Office, you can have your
DID number ring at alternate phone numbers. If you are able to
establish an Internet Connection remotely, you can utilize the
Softphone application to make and receive phone calls with you DID
number. The Unified Messaging feature will automatically forward
all voicemails to your email inbox.
For more information on CAI's Business
Communication Suite for your business, please
contact
our sales office to speak with a qualified VoIP specialist. |
