Abbreviated Dial Lists | | Abbreviated dial lists built as part of a new site order will be created free of charge. Further lists and Network 1000 Number Lists are charged as follows: |
| * Short Number Lists are available for individuals only. | ** Long Number Lists are applicable to both individuals and groups. | *** Network 1000 Number Lists are limited to 1 per network. (additional lists may be available subject to capacity). |
| Conference Bridges | | Standard access to 6-port Conference Bridges is included in the standard Featurenet 5000 Line rental. Additional access is available as follows:- | For Meet-me Conference facilities the charges in the table below apply to any additional conference bridges required, and in addition the Directory Number(s) required will be charged as per UCD/Number Diversion facility (See below under Call Completion services). |
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| Non-Standard Data Build | | The standard per line set-up fee allows for features to be applied to FN5000 and Attendant Console Access Lines according to one of a set of standard templates. Other customised feature sets may be applied, using non-standard templates according to individual customer requirements, but these will incur additional charges based on BT's Timescale Rate Charges (TRC). |
| Number Migration and Retention | | Any given non-FN Directory Number can be included in either the Number Migration Package or the Number Retention Package, but not both. If a number nominated for the Number Migration Package is subsequently required to be retained, the Number Retention Package fees will be charged from the date of the FN5000 installation. | Number Migration Package | | A number migration package is available to customers taking FN5000 Access Lines, Auxiliary FN5000 Access Lines or FN5000 ACD Services at a site and requiring a managed number change for existing Directory Numbers (DN) displaced by FN5000 at that site. | Firstly the migration package provides for issuing Featurenet Directory Numbers (FN DN) up to 3 months in advance of the provision of FN5000 Access Lines, Auxiliary FN5000 Access Lines or FN5000 ACD Services at a site. Incoming calls to FN DNs during this period will be redirected to a nominated DN at the site. This service is included in the FN5000 Access Line tariffs. (Sometimes known as `Alias Working'.) | Secondly the migration package provides for redirection, to nominated FN DNs, of incoming calls to the displaced DNs which were formerly associated with rented exchange lines for up to 3 months after the provision of FN5000 Access Lines at a site. Redirection of the calls for the 3 month period is provided within the FN5000 Access Line tariffs; however in this case a set-up fee, per DN, is required. (Sometimes known as `Lead DN'.) |
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| Number Retention Package | | A Number Retention Package having the same facilities as the FN5000 Number Migration Package will allow the managed migration of number changes after installation over a longer term than 3 months is available for the same set-up fees as above and a quarterly rental |
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| Fn5000FN5000 Cease Number Retention Facility | | On cessation of a Featurenet site incoming public network calls to directory numbers at that site can be redirected off-net to a PSTN directory number. | The customer must order the number of channels required to re-direct the expected volume of calls. One channel is needed for each call simultaneously redirected. | This service is only available for either three or six months following cessation of the site, after which N.U. (Number Unobtainable) Tone will be applied. |
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| Queueing Facilities | |
| * Not applicable if the facility is installed at the same time as installation of an Attendant Console Line. |
| Moves and Changes | | Performed By BT | Changes of some line features, on Standard Featurenet 5000 Access Lines within a site, and system features within the customer's network may be made directly by the customer at no extra charge, via an appropriate terminal or via Featurenet Manager are set out in the table below. | Where complex or multiple changes to the network, either physical or logical, cannot be addressed by the per occasion Moves & Changes charges above, BT's Timescale rates (see Section 15) will apply. Details of the per occasion Type A & B Changes can be obtained from the Customer Service Centre. | Changes of Directory Numbers between Featurenet 5000 Access Lines within a site may be made by the customer provided the relevant lines are parented on the same serving exchange. If Private Numbers are linked to Directory Numbers in the Featurenet Numbering Plan, then a request to BT to change the Private Number is also required. | (Private Numbers are numbers within the customers internal numbering plan which may or may not be used in association with a site location code). | Conversion between FN5000 and FN5000i Access Lines are treated as "Provide and Cease", with full set-up fees being charged and a new Directory Number will usually be provided for the line. | In addition, charges for the shift of internal wiring may be applicable. Shift charges for MegaStream circuits apply to internal shifts of Digital Featurenet 1000 Access Lines where the line is connected to the customers equipment as a 2.048 Mbit/s presentation. | See Section for internal exchange wiring shift charges, Section 6 for PBX extension wiring shift charges and Section 12 for MegaStream circuit shift charges. |
| * A site location code for a site is an integral part of the Featurenet Access Line Numbering Plan. The charge shown applies to Non-Featurenet site location codes provided on a per occasion basis. |
| FeaturenetHosted Voice Manager | | FeaturenetHosted Voice Manager is a web based service that will allow customers to make requests for new orders, cease orders or moves and changes on their own Featurenet Network. Customers do not need any special applications in order to access FeaturenetHosted Voice Manager. | FeaturenetHosted Voice Manager allows Customers to submit requests for either Automated or Manual Transactions. | Automated transactions make `live' changes to the Customers Network and perform the following functionality:- | Change a single line, change the NCOS of a single line, add or remove features to a single line, change feature attributes on a single line, change a selection of lines, change the NCOS of a selection of lines, add or remove features to a selection of lines, add a new Call Pickup, Speed Call, or Directory Number Hunt group, add or remove members to a Call Pickup, Speed Call, or Directory Number Hunt group. | Manual transactions are completed by the Featurenet Technical Centre (FTC) FeaturenetHosted Voice Manager allows the capture of all data necessary to inform the FTC (via email) of the requests. | Manual transactions perform the following functionality; provide a new MLH/DLH hunt group, add a new MLH/DLH hunt group member, remove a MLH/DLH hunt group member, cease a MLH/DLH hunt group, Network speed dial, provide lines. UCD groups, copy ACD groups, change ACD group, virtual extensions, music on hold. National network channels, cease lines, fault reporting, report requests. | FeaturenetHosted Voice Manager also provides users with the following additional functionality; | Transaction confirmation page, transaction summary page, transaction details page, profile and password pages, feedback page, Featurenet Management Reports download page. | A comprehensive FeaturenetHosted Voice Manager User Guide is available to all FeaturenetHosted Voice Manager users once logged in to the service. | Customers will be charged a set up fee per user. |
| * For the set up fee the customer will receive one password per user per company. | Automated transactions requested by customers via FeaturenetHosted Voice Manager are free of any charges. Manual transactions requested by customers via FeaturenetHosted Voice Manager will be charged according to the prices in the Price List for Moves and changes laid out in the table above. | For customers who require additional training for FeaturenetHosted Voice Manager a training module is available. Please contact your Account Team. | Shifts | | Featurenet On-Site Terminating Equipment | | Due to the variability of the amount of work that can be required to be carried out, charges for shifts will be calculated according to the following rules as appropriate:- | Timescales rates as shown in Section 15 of the current BT Price List plus additional payments for abnormal working hours. | Any sub-contractor's or supplier's direct costs | Costs of material used (eg. for provision of frames, cables, ductwork etc) | At the customers request a site survey will be carried out and a written quotation provided giving a breakdown of the different elements | NB:Shift of Featurenet Access Line internal wiring within a site - see Section 6, Part 1 |
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| Featurenet Enhanced Voice Services | | Featurenet Enhanced Voice Services | | Retail Enhanced Voice Services Interface for Enhanced Voice Service Providers | | These interfaces offer service providers an interface to the Featurenet network and enable them to offer Enhanced Voice Services to the Featurenet customer base. There are two types of interface - - * Featurenet 5000 analogue access lines used in conjunction with an SMDI link
- * Featurenet 1000 DPNSS 2Mb
| Both options have a minimum requirement of 120 lines/channels and are only available under 3 or 5 year contract terms. The Featurenet 1000 DPNSS offering is only available in 30 channel increments (over and above the min. 120 channel requirement). | Calls to and from the Enhanced Voice Services interface will be charged to the Featurenet customer, not the Enhanced Voice Service supplier. The Virtual Host Site principle will govern actual call charges applied. |
| N.B. For Featurenet numbers used directly to access Personal Numbering style services via the Retail Enhanced Voice Services Interface for Suppliers the charges will be as per Featurenet 1000 DDI stated earlier in this Part. |
| Featurenet Customer Charges | | Calls to and from the Enhanced Voice Services interface will be charged to the Featurenet customer, not the Enhanced Voice Service supplier. The Virtual Host Site (VHS) principle will govern actual call charges applied. | Changes to customer feature templates, dial plans etc. required to support access to an Enhanced Voice Service will be charged to the customer at standard Moves & Charges rates (e.g. addition of Message Waiting Indicator feature to a line). |
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| Virtual Host Sites | | Featurenet Enhanced Voice Services Onnet access charges, and Onnet and Offnet delivery charges, are defined via the nomination of Virtual Host Sites (VHSs). This allows a customer to define the virtual presence of the Featurenet Enhanced Voice Services within their Featurenet network at a specific site. Calls to the service, or delivered by the service, within nominated host sites will be treated as intra-site Onnet calls and will be free of charge. Calls from other sites or delivered to other sites will be, for charging purposes, directed to the nearest VHS and will attract National Networking Channels (NNC) or Usage Based Charging (UBC) as per existing Featurenet tariff arrangements. Featurenet Enhanced Voice Services generated outbound calls will be delivered from the VHS to either Onnet or Offnet locations using the customer's existing network at the customer's prevailing rates. The first VHS is free of charge. Further VHS's will be charged a one-off Featurenet fee of £1000.00 exc. VAT (£1150.01 inc. VAT). |
| Customer Premises Based Voicemail & Screen Based Console ViocVIOC Interfaces | | A minimum of 10 UCD Access Lines are required for Customer Premises Based Voicemail Interface connections. |
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| Featurenet Enhanced Voice Services | |
| The Featurenet Enhanced Voice Services Portfolio can give Featurenet Customers access to a wide range of converged voice features including voicemail, one-voicemail and one-number. These services introduce Featurenet customers to Unified Communications, a world where calls are to people rather than numbers or locations; all connected to the customers own Featurenet Network and integrated to their Featurenet dial plan. | The Featurenet Enhanced Voice Services Portfolio enables customers to significantly increase the proportion of incoming calls that are actioned by directing them to whichever extension, mobile or landline is most appropriate. Unanswered calls may be directed to voicemail or offered to colleagues before being passed to voicemail. | The Featurenet Enhanced Voice Services Portfolio is currently provided in partnership with two third party suppliers. | Featurenet SmartNumbers are supplied to Featurenet Customers by TeamPhone. | Featurenet Intelligent Numbers are supplied to Featurenet Customers by TeleWare. | Either Featurenet Enhanced Voice Services element (Featurenet SmartNumbers or Featurenet Intelligent Numbers) can be used in all customer network configurations. In a network consisting of exclusively Featurenet 1000 sites; in a network consisting of exclusively Featurenet 5000 sites; by users at an existing Featurenet 1000 or 5000 site in mixed network. | The Featurenet SmartNumbers or Featurenet Intelligent Number options that require virtual extension’s will be related to a new virtual Featurenet 5000 site in an exclusively Featurenet 1000 site network or against an existing Featurenet 5000 site in a mixed network. | Featurenet SmartNumbers or Featurenet Intelligent Numbers Services can also work seamlessly across combinations of networks (Traditional, IP) and are particularly suited to customers journeying the Hosted Voice migration Roadmap to full convergence. | All Featurenet Enhanced Voice Services are billed via the customers existing BT Bill (Featurenet, One Bill etc) for the total amount of the Featurenet Enhanced Voice Service (Featurenet Smart Numbers or Featurenet Intelligent Numbers) used. | These charges will be raised quarterly against a single account, with the Featurenet ‘Nominated’ Account number being the default. Customers will be given the option to designate a different account number but charges will only be raised on one account per customer. | Customers will be supplied with a detailed itemised breakdown of their Featurenet Enhanced Voice Services directly from either TeamPhone or TeleWare for the purposes of reconciliation. | For further details on Featurenet Enhanced Voice Services, Customers should contact the Featurenet Technical Centre (FTC) or their BT Account Manager. | Featurenet Enhanced Voice Services Product Options | |
| | Featurenet SmartNumbers enable Featurenet customers to work in an innovative and highly flexible fashion, using their existing Featurenet Service as the underlying transport to deliver Personal Numbering solutions such as: | Enterprise Voicemail - Flexible Working - Virtual Contact Centre
Business Continuity - Premier Customer Care
| Featurenet SmartNumbers Options | | Featurenet SmartNumbers are subject to the Conditions for BT Business Communication Service (Featurenet Service). | The Featurenet SmartNumbers products comprise: | Please note: BT Business Class is no longer available for new supply as of 7 December 2007 |
SmartNumbers Mail | SmartNumbers Mail is a fully featured voicemail service. Users can manage their messages and settings using any touch tone phone or via the Visual Services portal from any web browser. SmartNumbers Mail is available on either a quarterly rental basis or on a usage basis, with a charge per message deposited in the users? mailbox. The usage based option is not subject to a Minimum Term. | SmartNumbers Messaging | SmartNumbers Unified Messaging is an enhanced messaging solution which supports SMS alerts, voice and faxes messages delivered as email attachments all managed from by telephone or via the web. | SmartNumbers Lite | SmartNumbers Lite enables flexible workers to personalise their voice and messaging services whilst hot-desking from any location. Integrated directory provides powerful collaboration tools with presence and unified communication. | SmartNumbers Standard | SmartNumbers Standard extends the services provided in SmartNumbers Lite with advanced customer service functions such as powerful CTI integration to pop screens from CRM applications and click dial services | SmartNumbers Virtual Team
(Virtual Hunt Group)
| An inbound service that queues and distributes calls to users or agents spread across multiple locations, on the move or from home Team voicemail and fax for efficient management of large numbers of messages shared across the team. | SmartNumbers Agent | A service that enables agents to log onto a Virtual Contact Centre over the telephone or from any web browser. Service includes powerful CTI integration to pop screens from CRM applications and click dial services. | SmartNumbers Virtual Queue
(Virtual ACD)
| Virtual Queue provides contact centre services that answer and distribute calls across multiple sites or home workers. IVR, ACD, comfort prompts and timetabled skill based routing with overflow to additional teams are all supported. | SmartNumbers Administrator | SmartNumbers Administrator enables virtual contact centre and service managers to configure and monitor Virtual Queue services including IVR with real time web-based wallboards showing call levels and service levels for each service. | SmartNumbers Directed Recovery | Directed Recovery delivers a powerful, but simple, telephony divert service that distributes voice, fax and data calls, DDI by DDI, to alternate numbers or services to provide ultimate flexibility during a crisis or disruption. Diverted calls may be distributed across any type of network to any national or international dial-able number. NOTE: Directed Recovery must be used in conjunction with the Featurenet Re-Direct service. |
| Featurenet SmartNumbers Mail and Messaging services are provided on an existing Featurenet Extension, with or without fax mail capability. | Featurenet SmartNumbers Lite, Standard, Virtual Teams, Agents, Virtual Queues, Administrator services are provided using a Featurenet Virtual Extension. | The features of Featurenet SmartNumbers Mail, Messaging, Lite, Standard, Virtual Teams, Agents, Virtual Queues, and Administrator can be accessed and managed by the user via web or touchtone telephone. | Featurenet SmartNumbers Directed Recovery Business Continuity service can only be used in conjunction with Featurenet Re-Direct. (Please See Featurenet Business Continuity Services section for details (including activation, and charges) of Featurenet Re-Direct.) | Featurenet SmartNumbers Directed Recovery charges consist of a one-off set-up fee and ongoing rental. The charges depend upon the option selected and maximum number of simultaneous calls required within the customer's Business Continuity plan as specified by the customer. | Featurenet SmartNumbers Directed Recovery features; |
| The Featurenet SmartNumbers Directed Recovery service will support unlimited DDI numbers on Featurenet 1000 with DDI and 5000 sites.
Once designed and implemented the customers Directed Recovery plan sits on the Featurenet SmartNumbers Platform, effectively on 'stand-by'.
| Featurenet Smart Numbers Directed Recovery customers can; | - define up to 5 Dial Plans mapping incoming DDI numbers to new locations/destinations (Option 1&2)
| - select Dial Plans via the web, touchtone telephone or by contacting the dedicated helpdesk (verification via ID and password) (Option 1&2)
| - record announcement that provides an update to callers in the event of an emergency. (Option 1&2)
| - capture missed calls and deliver these to an individuals Personal Voicemail box or as an email. (Option 2)
| - capture faxes and deliver to individuals via email (Option 2)
| - give selected individuals the option to override the Dial Plan selection and 'pull' calls to their current location
| The customer is responsible for the security and proper use of ID's and passwords. The customer must immediately inform BT of any changes to the information the customer supplied when ordering the service. | When the service is activated, the Customer will be liable for call charges for the element of the call diverted to the Featurenet SmartNumbers Directed Recovery service (by Featurenet Re-Direct) that are appropriate to the Customer's dial plan, network configuration and contract terms. | Any onward calls generated as a result of a divert specified by the Featurenet SmartNumbers Directed Recovery dial plans will originate on the customers Featurenet network and attract call charges appropriate to that customers dial plan, network configuration and contract terms. | Total Care is included in the rental charge. |
| Featurenet SmartNumbers Minimum Period of Service | | Featurenet SmartNumbersFeaturenet MailSmartNumber products (excludingare theavailable usage based option) and Messaging are available on a One-Year (121, 3 Month)or minimum5 termyear contractMinimum. Featurenet SmartNumbers Lite, Standard, Virtual Teams, Agents, Virtual Queues, Administrator or Directed Recovery are available on a One-Year (12 Month) minimum term contract and 3 or 5 year minimum term long term contractsPeriod. | LongMinimum termPeriods contractsof 3 and 5 years are eligible for additional discounts to the quarterly rental of 5% on standard published prices for a 3 year contractMinimum Period and 10% for a 5 year contract.Minimum Period, excluding Featurenet SmartNumbers Mail and Messaging. | Quarterly rental volume discounts of 2.5% for over 1000 subscribers and 5% for over 5000 subscribers are also applicable to Featurenet SmartNumbers Lite, Standard, Virtual Teams, Agents, Virtual Queues and Administrator, for all Minimumin all contract termsPeriods. | Quarterly rental volume discounts of 2.5%for over 120 simultaneous calls, 5%for over 240 simultaneous calls and 7.5%for over 420 simultaneous calls are also applicable to Featurenet SmartNumbers Directed Recovery Option 1 and 2, for all Minimumin all contract termsPeriods. | MultiplicativeMinimum Period discounts for term and volume discountsare areapplied whenapplied Featurenetmultiplicatively SmartNumberswhere contractsproducts are eligible for both. This means that each discount is applied sequentially to the quarterly rental, after the previous discount has been deductedapplied. |
| Cancellations, Cessations and Changes | | Featurenet SmartNumbers are subject to the following specific terms and conditions relating to cancellations, cessations and changes to service. | Customers onsigning a 1 year minimumMinimum termPeriod who contracts who cancel an order betweenbefore contractthe signature date and BIS (Bring Into Service) date or cease service after BIS date but within the minimumMinimum termPeriod will be liable for all the outstanding connection charges and rental charges applicable for the remainder of the minimumMinimum termPeriod. | Customers onsigning a 3 andor 5 year minimumMinimum termPeriod long-term contracts who cancel an order between contract signature date and BIS (Bring Into Service) date or cease service after BIS date but within the Minimum firstTerm 12 months will be liable for all the outstanding connection charges and rental charges applicable for the firstMinimum 12Term monthsplus and 50% of the outstanding rental charges applicable to the remainder of the minimumMinimum contract termPeriod. | Customers onsigning long-term3 contractsor 5 year Minimum Periods who cease service after the firstMinimum 12Term monthshas have been completed will be liable for 50% of the outstanding rental charges applicable for the remainder of the contractMinimum termPeriod. | Customers can choose to upgrade or downgrade their service within the minimumMinimum contract termPeriod. | Customers who upgrade their service will be liable for the appropriate new rental charges and will retain the original Featurenet SmartNumbers minimumMinimum contract termPeriod. | Customers who downgrade their service within the Minimum firstTerm 12will monthsbe ofliable for the minimumoutstanding termrental ofcharges for the contractMinimum willTerm be liable for the outstandingand, rental charges for the first 12 months and, if applicable, 50% of the outstanding rental charges for the remainder of the Minimum contractPeriod term. The new, downgraded service will begin as a new contractMinimum termPeriod with the applicable Set-up Fees and Quarterly Rental. | Featurenet SmartNumbers Charges |
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| Featurenet SmartNumbers Mail and Messaging services are provided on an existing Featurenet Extension. | Featurenet Smart Personal Number and Team Number services are provided on a Featurenet Virtual Extension. |
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| Featurenet SmartNumbers `Try Before You Buy' | | Customers have the option to try Featurenet SmartNumbers services for a limited duration. | This option, `Try Before You Buy', is available on Featurenet SmartNumbers Lite, Standard, Virtual Teams, Agents, Pro and Administrator Services and is subject to BT's Conditions for Featurenet Service. | Customers can have a maximum of 5 Featurenet SmartNumbers for a period not exceeding 30 calendar days. | Customers who wish to retain the Featurenet SmartNumbers Services after the end of the 30 calendar day `Try Before You Buy' period must enter into a 1, 3, or 5 year minimumMinimum Period on BT's term contract on BT's standard terms and conditions and charges, and the minimumMinimum termTerm of the contract for these Featurenet SmartNumbers Services will begin from the date the services were first provided. | For customers who do not wish to retain the Featurenet SmartNumbers Services after the end of the 30 calendar day `Try Before You Buy' period, the service will be ceased and the contract terminated. | Featurenet SmartNumbers `Try Before You Buy' Services are charged as follows: |
| Featurenet Intelligent Numbers | |
| Featurenet Intelligent Numbers provide Featurenet Customers access to a wide range of converged voice services from basic voicemail through to advanced one-number applications that allow callers to always dial the same Featurenet number no matter where the person they want to call is working – in the office, on-the-move, at home. | Featurenet Intelligent Numbers Options | |
| Featurenet Intelligent Numbers are subject to the Conditions for BT Business Communication Service (Featurenet Service). | The Featurenet Intelligent Numbers products comprise the following: | Voicemail | Featurenet Intelligent Voicemail – a hosted service [includes Voice2email and Web Assistant option] that offers the flexibility of having a simple, effective voice mail service where all messages go into a ‘single’ inbox and can be accessed using a variety of devices landline, mobile, email, from any location
| Featurenet Intelligent Voicemail is available on either - a quarterly rental basis
- a usage basis, with a charge per message deposited in a mailbox. The usage based option is not subject to a Minimum Period/minimum/Minimum termTerm.
| Featurenet Intelligent Business Messaging [One Number] - Featurenet Intelligent Voice Mail plus Fax2email - a service that acts as a supplement to Featurenet Intelligent Voicemail to help improve individual productivity as fax mails can be collected through email | One Number One Voicemail | Featurenet Intelligent Number [One Number] & Intelligent Agent - Featurenet Intelligent Business Messaging [One Number] plus Featurenet Intelligent Number - A Single Featurenet Contact Number which is treated as the user’s virtual telephone number, irrespective of the user’s location | Featurenet intelligent Assistant [One Number] inc Intelligent AgentAssistant [One Number] inc Intelligent Agent -Featurenet Intelligent Number [One Number] plus Featurenet Intelligent Assistant for Alternatives ? a service where the Featurenet Intelligent Assistant or Featurenet Intelligent Number user is busy on another call or unable to answer, a call may be passed automatically, to a designated Alternative Contact - can be an individual or a team - and Manager Secretary ? a feature that provides for the secretarial filtering of a manager's calls. All calls to the manager's number can be automatically routed to the secretary. Featurenet Intelligent Assistant includes a Wide Area Agent Option (TeamCall) ? a facility that allows individuals spread across a wide geographic area can handle incoming calls as a virtual team by registration to a virtually limitless number of telephone handsets - internal, external, fixed or mobile - on any network at any worldwide location | Featurenet Intelligent Assistant plus [One Number] inc Intelligent Agent - Featurenet Intelligent Assistant [One Number] plus On Demand Call Recording (ODCR) a facility that provides the flexibility to record inbound calls wherever they are delivered to, whether its to a landline or mobile. Recordings can be stored and recalled for reference at any time without the need to purchase expensive on-site recording equipment. Includes a WideArea Agent Option | Featurenet Intelligent Numbers Contact Centre | Featurenet Intelligent Numbers Contact Centre enables a group of geographically dispersed staff to function as a single contact centre. | It will bring improvements in call handling when contacting staff teams, workgroups or individual staff members and serve to enhance the callers’ experience. Featurenet Intelligent Numbers Virtual Contact Centre ensures calls are answered promptly but can also make callers better informed to reduce anxiety, minimise dropped calls and foster customer satisfaction. | Wide Area Team Working - Individuals spread across a wide geographic area can handle incoming calls as a virtual team with the flexibility of using a virtually limitless number of telephone handsets, internal, external, fixed or mobile, on any network at any worldwide location. The ability to support wide area call distribution makes Contact Centre a particularly attractive proposition for project teams, workgroups and helpdesks and for handling overflow situations or providing an out-of-hours service using, for example, home-based workers. | Call Queuing - Calls can be dynamically queued with the ability to customise queue details as announcements. The option to incorporate the 'position in queue' of the caller is supported. Maximum queue length and additional time parameters can be applied. Each queue has the capability of integrating ‘music on hold’ as well as ring tone. | Featurenet Intelligent Numbers Contact Centre Elements | Featurenet Intelligent Agent [Local - Not Wide Area] – see above | Featurenet Intelligent Contact Centre Supervisor - Includes Featurenet Intelligent Number | Featurenet Intelligent Contact Centre Queuing Team - The number of calls allowed in queue (per Queue position per month) includes time with agent | Featurenet Intelligent Contact Centre Queuing Team + Recording - The number of calls allowed in queue (per Queue position per month) includes time with agent + recording during Agent time | Featurenet Intelligent Application Services | Featurenet Intelligent Application Services give Featurenet customers access to powerful IVR (Interactive Voice Response) functions that can be created, modified and maintained easily using a web-based interface. | Auto Attendant - Allows intelligent call routing by the creation and modification of simple voice response menus. | Voice Forms - Can be used to add data-capture capabilities to Auto Attendant. Information can be left in a more structured manner as the caller responds to various prompts e.g. ‘Please speak your name’
| Interactive Voice Response (IVR) - full IVR service provides a greater range of functionality to allow for more complex call flows than Auto Attendant | TeamCall (with or without DDI) - Can be used in conjunction with Auto Attendant or IVR to offer the caller the choice to speak to a member of a Team | Corporate Voice Mailbox and Corporate FaxMail - Can be used in conjunction with Auto Attendant or IVR to offer the caller the choice to leave a voice message. | Featurenet Intelligent Numbers Instant Conferencing. | The Featurenet Intelligent Numbers Instant Conferencing service allows Featurenet Intelligent Number users (once registered to the service) to initiate and chair conference calls immediately. | To start a Conference Call, users simply ring into the Featurenet Intelligent Numbers Instant Conferencing Bridge and enter a registration number to activate the conference. Participants use the chair persons Featurenet Intelligent Number as the access code, thus eliminating the need to publish a specific dial-in number. | Featurenet Intelligent Numbers Call Recording | Featurenet Intelligent Numbers Call Recording provides Featurenet Customers with the capability to record inbound calls – either all calls or selectively (on-demand) - whether delivered to a landline or mobile. Recordings can be stored and recalled for reference at any time without the need to purchase expensive on-site recording equipment.
Call Recording works in conjunction with Featurenet Intelligent Numbers to provide the flexibility of being device and network independent which means users can record conversations from mobiles. This option will provide peace of mind and ensure all of the call details are captured for future reference, reducing the risk of misinterpreting information from business calls.
| Upon completion of a call, the recording is converted into an audio file that can be received via e-mail to a dedicated e-mail account or stored and accessed online using the Featurenet Intelligent Numbers Web Assistant. | Featurenet Intelligent Numbers Minimum Period of Service | |
| Featurenet Intelligent Number servicesproducts are available on a One-Year (121, Month) minimum term contract and 3 or 5 year minimumMinimum term long term contractsPeriod. | LongMinimum termPeriods contractsof 3 are eligible foror 5 years are eligible for additional discounts to the quarterly rental of 5% on standard published prices for a 3 year contractMinimum Period and 10% for a 5 year contractMinimum Period. | Quarterly rental volume discounts of 2.5% for over 1000 subscribers and 5% for over 5000 subscribers are also applicable, tofor all contractMinimum termsPeriods. | MultiplicativeMinimum rentalPeriod discounts for term and volume discountsare areapplied whenapplied Featurenetmultiplicatively Intelligentwhere Numberproducts contracts are eligible for both. This means that each discount is applied sequentially to the quarterly rental, after the previous discount has been deductedapplied. | Cancellations, Cessations and Changes | |
| Featurenet Intelligent Numbers are subject to the following specific terms and conditions relating to cancellations, cessations and changes to service. | Customers onsigning a 1 year minimumMinimum termPeriod who contracts who cancel an order betweenbefore contractthe signature date and BIS (Bring Into Service) date or cease service after BIS date but within the minimumMinimum termPeriod will be liable for all the outstanding connection charges and rental charges applicable for the remainder of the minimumMinimum termPeriod. | Customers onsigning a 3 andor 5 year minimumMinimum termPeriod long-term contracts who cancel an order between contract signature date and BIS (Bring Into Service) date or cease service after BIS date but within the Minimum firstTerm 12 months will be liable for all the outstanding connection charges and rental charges applicable for the firstMinimum 12Term monthsplus 50and 50% of the outstanding rental charges applicable to the remainder of the minimumMinimum contract termPeriod. | Customers onsigning long-term3 contractsor 5 year Minimum Periods who cease service after the firstMinimum 12Term monthshas have been completed will be liable for 50% of the outstanding rental charges applicable for the remainder of the contractMinimum termPeriod. | Customers can choose to upgrade or downgrade their service within the minimumMinimum contractPeriod term. | Customers who upgrade their service will be liable for the appropriate new rental charges and will retain the original Featurenet Intelligent Numbers minimumMinimum contract termPeriod. | Customers who downgrade their service within the firstMinimum 12Term monthswill ofbe liable for the minimumoutstanding termrental ofcharges the contract will be liable for the outstandingMinimum rentalTerm charges for the first 12 months and, if applicable, 50% of the outstanding rental charges for the remainder of the contractMinimum termPeriod. The new, downgraded service will begin as a new contractMinimum termPeriod with the applicable Set-up Fees and Quarterly Rental. | Featurenet Intelligent Numbers Usage Based VoiceMail Service is not subject to a Minimum Period/minimum/Minimum Term and therefore term and therefore termination charges will not be applicable. | Featurenet Intelligent Numbers Services are charged as follows: |
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Message deposit fees relating to Featurenet Intelligent Numbers Usage Based VoiceMail Service are charged in arrears. |
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| Usage Charges | Fair Use Allowances |
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| Customised Music | | Customised Music on Hold | | These charges are in addition to standard Featurenet charges. Service is subject to a minimum period of 1 year. | Tariffs include all elements of the service except the customer CPE which may be used to transmit “clean" music or announcements. |
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| Live Feed on Hold | | These charges are in addition to standard Featurenet charges. Service is subject to a minimum period of 1 year. | Tariffs include all elements of the service up to the private circuit NTP within the customers premises. |
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| Call Completion Services | | The following items are additional to the FN 1000/5000 Access Line Tariff. |
| * MADN Groups with 3 or less members are included in the Standard Featurenet 5000 Line rentals. | ** Charges are based around each simultaneous login and not each line with the UCD Feature. The minimum charge is for one number. (UpThese tocharges will not apply if the UCD group is integral to another tariffed Featurenet facility e.g. Voicemaila, maximumSBC chargeor of [Price] (Exc VAT) per NetworkACD.) These charges will not apply if the UCD group is integral to another tariffed Featurenet facility e.g. Voicemail, SBC or ACD. | *** For UCD groups these lines are used for redirection of Overflow routes to off-site numbers, other uses include virtual FN5000 numbers and permanent call forwarding. | Directory Enquiries preferred supplier facility - At customer request calls to directory enquiries numbers can be routed to a preferred suppliers service. Charges for this facility will be at BT's Timescale rates. (See Section 15) |
| Featurenet Business Continuity Service | | The following prices are only available to Featurenet 5000 customers who opt for the Featurenet Business Continuity Service who have a SRU/RSCS installed on their premise. These prices are in addition to the existing rentals and call charges. | Featuresure | | The following table applies to orders placed from 1st April 1999 onwards. |
| * These prices apply to a new Contract with a one year Minimum Period. For Minimum Periods of three or five years and all Minimum Period Renewals see the applicable discounts stated in the Featurenet Contractual Information Part. | The following table applies to orders placed prior to 1st April 1999. |
| Customers who have purchased the Featurenet Business Continuity Service (Featuresure) and wish to invoke a test for a contracted site will be charged the following fee: |
| * This service is only available on a per site basis. | ** Live activation of Featuresure in true disaster recovery conditions will not incur additional charges to the set-up and rental costs described above. |
| Re-Direct | | This product is applicable against a Featurenet 5000 site or a Featurenet 1000 site with DDI. | Featurenet Re-Direct can be used to divert calls to Featurenet 5000 sites and Featurenet 1000 sites with DDI as follows; | - Multiple number range to a single PSTN Directory Number, a Featurenet 1000 site main number, a 5000 site main number or Featurenet SmartNumbers Directed Recovery Option 1 and 2
| - DDI Number range (applied universally to all numbers in the range) to a single PSTN Directory Number, a FEATURENET1000 site main number or a Featurenet 5000 site main number or Featurenet SmartNumbers Directed Recovery Option 1 and 2
| A main site Directory Number (DN) to a single PSTN Directory Number, a Featurenet 1000 site main number, a Featurenet 5000 site main number or Featurenet SmartNumbers Directed Recovery Option 1 and 2. | Activation of Featurenet Re-Direct | The customer will contact their relevant Service Centre quoting their ID and password. The Service Centre will then activate the agreed schedule of Re-Direct numbers. The same process is used for de-activation. | The customer is responsible for the security and proper use of ID's and passwords. The customer must immediately inform BT of any changes to the information the customer supplied when ordering the service. | Re-Direct can be implemented within 30 minutes (target) during the normal working day (08:30 to 18:00, Monday to Friday, exc. Weekends and Bank Holidays). A 90 minute implementation period may be experienced outside of these hours. | You may request a test of the Re-Direct service by giving 48 hours notice to your Service Centre. | The following prices are available on Featurenet 5000 sites or Featurenet 1000 sites with DDI for customers who opt for the Featurenet Business Continuity Service. The prices are in addition to the existing rentals and call charges. |
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| Management Reports | | There will be rare occasions when the call cost information presented on the VSIS reports will differ slightly from that presented on a customer's Featurenet bill. In all cases the cost presented on the Featurenet bill is final and indisputable. The reports cannot be used, and will not be accepted, as supporting evidence in billing disputes. | Voice Services Information System (VSIS) Reports. Featurenet Management Reports produced via this platform are only available electronically, either downloaded from FeaturenetHosted Voice Manager or delivered via CD-Rom and will be charged as follows: | Reports delivered via CD-Rom. |
| Featurenet Management Reports downloaded via FeaturenetHosted Voice Manager are free of charge. | * For all reports requested the start date for the report must not be more than 30 days before the order is placed, also the frequency and the period of time for which the report will be required must be stated. | ** For a one off or per occasion report, a start and stop date (report span) must be specified by the customer when placing the order. The time span period has a maximum of 62 days. | *** For weekly or monthly reports only start date must be specified by the customer. The customer can decide to stop a regular report at any time. | **** The combined packaged set of eleven reports will cover information for either a single site/billing reference or for a customer's entire network, not a combination of the two. | Standard Costed Usage Reports | A brief description of what is offered in each of the eleven standard reports (including reporting restrictions and parameters) is available on request. | The Eleven Standard Costed Usage Reports are as follows: | - Report Listing Top 25 Most Costly Calls | - Report Listing Top 25 Most Frequently Dialled Numbers | - Report Listing Top 25 Longest Duration Calls | - Report Summarising All Outgoing Calls (maximum one site code or billing reference) | - Itemised Call Listing (maximum 10 extensions) | - Outgoing Call Charge Band Summary | - Graphical Charge Band Summary by Site | - Graphical Onnet/Offnet Ratio | - Graphical Call Costs by Site | - Report Listing The Top 20 Costliest Destinations | - Report Listing The Top 20 Spenders | Network Reports | | Network reports are only available electronically and will be charged on a per report, per site basis if delivered via CD-Rom and free of charge if downloaded from FeaturenetHosted Voice Manager. |
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BT Price List