General

BT Business VoIP Services include:

(a) Business Broadband Voice;

(b) BT Hosted VoIP;

(c) BT IP Trunk; and

(d) BT SIP Trunk (the SIP Trunk service provided by BT Retail Business and available from the 21st February 2012).

Business Broadband Voice, BT Hosted VoIP and BT IP Trunk provide the facility to make or receive a phone call using a suitably enabled BT Business Broadband line in the UK. The Services are available to all Customers with a BT PSTN line and Business Broadband from BT and with the appropriate equipment.

BT SIP Trunk provides the facility to make or receive a phone call using voice enabled BTnet in the UK and with the appropriate equipment. All references to BT SIP Trunk in Section 52 are to the SIP Trunk service provided by BT Retail Business and available from the 21st February 2012.

Customers will be charged a monthly or quarterly fixed fee for the service. Additional charges are made for all calls.

BROADBAND VOICE

• Broadband Voice provides 1 to 2 Broadband Voice lines per BT Business Broadband connection.

BT HOSTED VOIP

BT Hosted VoIP is available for a minimum of 3 Hosted VoIP lines and a maximum of 100 Hosted VoIP lines per installation.

BT Hosted VoIP is limited to a maximum of 8 Hosted VoIP lines per BT Business Broadband connection.The BT Business Hub enables 3 BT Falcon IP Phones to be connected to the Hosted VoIP Service, and the use of an Ethernet Hub switch enables connection of an additional 5 BT Falcon IP Phones.

Customers who entered into Contracts from the 26th October 2009 receive one inclusive geographic number, one Hunt Group and one MADN (Multi Appearance Directory Number) per Hosted VoIP line. The first Hunt group and MADN are inclusive with the BT Hosted VoIP service. Additional Geographic numbers, Hunt Groups and MADN's will be charged at standard rate thereafter.

The Service includes 1571 for Business VoIP as part of the package. Further details on the functionality of 1571 for Business VoIP are available at http://business.bt.com/broadband-and-internet/internet-communication/broadband-voice/calling-features

BT IP Trunk (not available for new supply)

BT IP Trunk provides the facility to make or receive a call using a suitably enabled BT Business Broadband line and provides a means of connecting a Customer's PBX to BT's VoIP network.

Each BT IP Trunk will support multiple channels, subject to the underlying data/broadband connection.

BT SIP Trunk

BT SIP Trunk provides the facility to make or receive a call using voice enabled BTnet and provides a means of connecting a Customer's PBX to BT's VoIP network.

Each BT SIP Trunk will support multiple channels, subject to the underlying BTnet connection.

BBV and Hosted VoIP Calling Features

The following features are available within tariff on Broadband Voice and Hosted VoIP:

• CLI Presentation / Withhold

• Caller Return (1471)

• Last Call Erasure (1475)

• Call Divert (Busy, No Reply & Unconditional)

• Call Transfer

• Anonymous Call Rejection

• Selective Call Rejection

• Do Not Disturb

• 3-way Calling

• Call Waiting (Provided by CPE)

• Speed Calling

• Reminder Call (Ad-hoc and Regular)

• Customer controlled call barring + PIN change

• Voice Mail (BT Answer or Call Minder)

• Find-Me-Follow-Me

Additional features are available within tariff on Hosted VoIP:-

• Extension Number Dialling (2XX)

• Short Code Dialling (3XX)

• Multiple Appearance Directory Numbers (MADNs)

• Multi Line Hunt Groups (MLHG)

• Pickup Groups

• Directed Call Pickup

• Music on Hold

• Easy Attendant

Advanced Attendant is a chargeable feature available on Hosted VoIP.

Call diversion, call forwarding and call transfer from Broadband Voice and Hosted VoIP lines, including when arranged via Easy Attendant and / or Advanced Attendant, are only available to the following international destinations: Australia (including Christmas & Cocos Islands), Bahamas, Bermuda, Canada, Cyprus, Denmark, Finland, France, Germany, Hong Kong, Ireland, Malaysia, Norway, Poland, Singapore, Spain, Sweden, United States (excluding Hawaii). Unless otherwise specified in this subpart, the diverted, forwarded or transferred part of the call is charged to the renter of the service at standard dialled rates; calling customers pay the call charge only to the number dialled. Call Charges for Broadband Voice and Hosted VoIP Calling Features

CallsCall thatDiversion areis forwardednot oravailable divertedto fromPremium theRate Easy Attendant are not included within any unlimited call bundles, and are charged at the Hosted VoIP Pay as you go call package rates as detailed in Subpart Services. Any calls that are forwarded or diverted from the Easy Attendant to another Hosted VoIP line will not incur any call charges.

Calls that are forwarded or diverted from the Advanced Attendant are charged at the call rates for the call package associated with the Advanced Attendant line. If the Customer has an Unlimited Call package on the Advanced Attendant line, then these calls will be included with the Unlimited Call package allowance. If the Customer has a Pay as you go call package on the Advanced Attendant line, then these calls will be charged at the call rates associated with the Pay as You Go call package. Any calls that are forwarded or diverted from the Advanced Attendant to another Hosted VoIP line will not incur any call charges.For Call Transfer the transferred part of the call is charged to the Broadband Voice or Hosted VoIP renter at normal dialled rates; the calling Customer pays the call charge only to the number dialled. Reminder calls and calls made using Call Divert and 3-way calling are charged at the same tariff as for the equivalent digital exchange network services as described in Section Part PricingCall PackageCharges options for Broadband Voice and Hosted VoIP Calling Features

Callsi) Forthat Customersare whoforwarded signedor Broadbanddiverted Voicefrom contractsthe betweenEasy 26thAttendant Octoberare 2009 and 30th March 2011 (notnot availableincluded forwithin newany supply)unlimited therecall bundles,are threeand pricingare packagescharged available:at the Hosted VoIP Pay as you go call package rates as detailed in Subpart 4. Any calls that are forwarded or diverted from the Easy Attendant to another Hosted VoIP line will not incur any call charges.

1) Broadband Voice with Free UK Calls that are forwarded or diverted from the Advanced Attendant are charged at the call rates for the call package associated with the Advanced Attendant line. If the Customer has an Unlimited Call package on the Advanced Attendant line, then these calls will be included with the Unlimited Call package allowance. If the Customer has a Pay as you go call package on the Advanced Attendant line, then these calls will be charged at the call rates associated with the Pay as You Go call package. Any calls that are forwarded or diverted from the Advanced Attendant to another Hosted VoIP line will not incur any call charges.

2)For Broadband Voice with Free UK CallsCall andTransfer IPthe Phonetransferred part of the call is charged to the Broadband Voice or Hosted VoIP renter at normal dialled rates; the calling Customer pays the call charge only to the number dialled.

3)Reminder Broadbandcalls Voiceand Unlimitedcalls made using Call PackageDivert and 3-way calling are charged at the same tariff as for the equivalent digital exchange network services as described in Section 2Part 4

For details of the Free UK Calls Special offer please refer to ii) For all Customers with contracts signed on or after 31st March 2011 for Business Broadband Voice there are three pricing packages available: 1) Broadband Voice with Inclusive 500 minutes UK Calls 2) Broadband Voice with Inclusive 500 minutes UK Calls and IP Phone3) Broadband Voice Unlimited Call PackageThe above pricing packages in i) and ii) above are available with and without a BT Business One Plan Variant*. The Customer is required to enter into a separate Contract for the BT Business One Plan Variant which is a discount package subject to separate Terms and Conditions.For Customers who entered into contracts from 26th October 2009 for Hosted VoIP, there are two pricing packages available: 1) BT Hosted VoIP 2) BT Hosted VoIP Plus The above pricing packages are available with and without a BT Business One Plan Variant*. The Customer is required to enter into a separate Contract for the BT Business One Plan Variant which is a discount package subject to separate Terms and Conditions.Further details of the pricing packages for Broadband Voice and Hosted VoIP are included in subpart Pricing for BT IP Trunk is detailed in sub-part Pricing and terms for BT SIP Trunk are detailed in sub-part AdditionalPricing InformationPackage Includingoptions Restrictionsfor Broadband Voice and Hosted VoIP

Full details including information relating to some services that cannot be accessed by Business Broadband Voice, BT Office Communicator and BT Hosted VoIP can be found in the Business Broadband Voice, BT Office Communicator and BT Hosted VoIP user guides at www.bt.com/businessbroadbandvoice.i) For Customers who signed Broadband Voice contracts between 26th October 2009 and 30th March 2011 (not available for new supply) there are three pricing packages available:

*BT1) BusinessBroadband VoIPVoice Services with BTFree BusinessUK OneCalls Plan/ One Plan Plus.

For2) theBroadband purposesVoice ofwith Part Free UK Calls and IP Phone references to "BT Business One Plan Variant" mean BT Business One Plan or BT Business One Plan Plus, as applicable.

BT3) BusinessBroadband VoIPVoice ServicesUnlimited areCall not available with BT Business One Plan Traditional.Package

For details of the Free UK Calls Special offer please refer to 13/09 BT Business Broadband Voice Free UK Calls Special Offer

ii) For all Customers with contracts signed on or after 31st March 2011 for Business Broadband Voice there are three pricing packages available:

1) Broadband Voice with Inclusive 500 minutes UK Calls

2) Broadband Voice with Inclusive 500 minutes UK Calls and IP Phone

3) Broadband Voice Unlimited Call Package

The above pricing packages in i) and ii) above are available with and without a BT Business One Plan Variant*. The Customer is required to enter into a separate Contract for the BT Business One Plan Variant which is a discount package subject to separate Terms and Conditions.

For Customers who entered into contracts from 26th October 2009 for Hosted VoIP, there are two pricing packages available:

1) BT Hosted VoIP

2) BT Hosted VoIP Plus

The above pricing packages are available with and without a BT Business One Plan Variant*. The Customer is required to enter into a separate Contract for the BT Business One Plan Variant which is a discount package subject to separate Terms and Conditions.

Further details of the pricing packages for Broadband Voice and Hosted VoIP are included in subpart 4

Pricing for BT IP Trunk is detailed in sub-part 6

Pricing and terms for BT SIP Trunk are detailed in sub-part 7

Additional Information Including Restrictions

Full details including information relating to some services that cannot be accessed by Business Broadband Voice, BT Office Communicator and BT Hosted VoIP can be found in the Business Broadband Voice, BT Office Communicator and BT Hosted VoIP user guides at www.bt.com/businessbroadbandvoice.

*BT Business VoIP Services with BT Business One Plan/ One Plan Plus.

For the purposes of Part 18 references to "BT Business One Plan Variant" mean BT Business One Plan or BT Business One Plan Plus, as applicable.

BT Business VoIP Services are not available with BT Business One Plan Traditional.