information pack2013 - numbergroup cloud … supplying you with a number, numbergroup tailors its...

Information Pack

2013

Contents Welcome to Numbergroup ��3

Products and Services ��4

Numbergroup Staff Information and Contact Details ��8

Help Desk Information and Customer Support ��9

Customer Management Portal: ‘Self-care’ ��10

Customer Billing Information ��11

Number Porting Process ��12

Customer Complaints Policy ��13

Service Level Agreement ��14

We process over 20 million calls per month

Numbergroup Information Pack

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Welcome to NumbergroupWith over 30 years experience in the telecommunications industry, our mission is to deliver a premium service at an affordable rate� We offer a range of services that allow your business’s telecoms to run as smoothly and effi ciently as possible�

Numbergroup’s small team of dedicated and passionate staff allows us to provide a personal service, always delivering immediate assistance, so you can take care of business while we tackle the telecoms�

Why Numbergroup?As a telecommunications network provider, we believe it is our responsibility to provide our customers with clear and accurate information about our products and services.

We currently process over 20 million calls a month and have the capacity for 50 million at current levels. All of our telephone calls are delivered by BT wholesale via our own multi-node interconnected carrier network.

What separates Numbergroup from other service providers is our hands on approach to customer service. Full access and control over our network allows us to offer competitive call rates, unbeatable call quality and reliability.

Numbergroup offers services such as SIP Trunking, DDI telephone numbering and an array of telecoms solutions to suit your needs.

We understand that transparency of information allows our customers to make better informed decisions to suit their requirements, so this pack provides all the information you need to make the right choices for your business.

3Numbergroup Information Pack


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What we offerTelephone Numbers

We have full access to all the telephone numbering ranges available in the UK, currently stocking over 2 million telephone numbers of many different ranges, retail price points and geographic locations.

Memorable Telephone Numbers

Numbergroup have an extensive selection of unique memorable geographic and non-geographic numbers readily available for all business purposes.

If you would like to find out more about our memorable telephone number ranges including our competitive pricing structures then please visit our mini websites www.0800numbers.com and www.regionalnumbers.com.

SIP Trunking

We provide a high quality SIP Trunking service that connects your PBX directly into our network via a DSL or Ethernet IP connection. We receive and terminate your voice calls over the public switched telephone network.

Our SIP trunking service offers access to our competitive call rates with an unlimited number of concurrent channels and added built-in PSTN failover.

This service provides a highly flexible alternative to ISDN and has been fully tested with many leading IP PBX applications such as Asterisk, Avaya, 3CX, Freeswitch and SNOM.

IVR Features

We have created a range of IVR calling features that can be used with any of our telephone numbers, helping you to effectively manage your inbound telephone calls in a more professional manner. We also offer thorough demonstrations on how to set up, activate and customise your own IVR features to best suit your business requirement.

our SIP trunking service offers access to our competitive call rates with an unlimited number of concurrent channels and added built-in PSTN failover


Outbound

Outbound call termination to the public switched telephone network is available using our multiple IP interconnects with the core BT network. This guarantees high quality speech and Clarity with a wide range of codecs. We provide you with wholesale rates, unlimited concurrent calls, no minimum call charge, CLI masking and much more.

Number Range Hosting / DDI Hosting

By hosting number ranges on our network we can reduce network operational costs for communication providers who hold Ofcom number allocations.

To ensure your numbers are live within 40 days, we manage the entire hosting process by dealing with the relevant carriers.

Once your numbers are live on the BT core network, we then work with other communication providers to ensure the data-fill is carried out on their networks, allowing access to your ranges throughout the UK.

We don’t charge any fees for this service or limit the number of concurrent calls that your numbers can receive. We simply take a small percentage from the wholesale call rates paid by BT, passing the remaining balance to you on a monthly basis.

We also manage the network and infrastructure allowing you to run your business without any operational expense or technical resources.

Audio Streaming

Numbergroup audio streaming enables broadcasters of internet radio stations, concert promoters and traditional radio stations to make their audio feeds available to anyone with a telephone using internet radio software such as Shoutcast and Icecast.

Our services allow you to use one MP3 stream to distribute your audio files across the entire UK telecommunications network without any configuration, streaming or bandwidth requirements, no matter how many dial in listeners you have.

This means no software downloads, apps, 3G or Wi-Fi data plans are required for your listeners to enjoy your audio shows when calling a regular UK landline number from anywhere in the world.

Numbering API

Our API provides machine to machine access to our provisioning servers which gives you access to our entire range of telephone numbers, as well as secure transactions via preregistered endpoints (IP address), the ability to request new Direct Dial-In (DDI) and update existing DDI translations.

We can extend API to suit business requirements, enabling immediate provisioning of new numbers, forwarding to existing numbers and also enabling enhanced services such as voicemail.

Our API accepts two types of methods for affecting a Number Translation. These include a ‘request’ and an ‘update’ method. The ‘request’ method allocates a new number translation while the ‘update’ method can update or remove a translation.

Clean Call - Telephone Preference Service (TPS) Screening

The Telephone Preference Service (TPS) is now a legal requirement that must be adhered to by all call centres.

As a reputable and responsible network provider, Numbergroup has made the TPS screening service easily accessible to all outbound call centres that utilise the Numbergroup Network.

We offer a completely free TPS call screening for call centres using our outbound SIP Trunking and ISDN services, ensuring they avoid penalties and stay protected by abiding with the legal requirements.

Our screening service is compatible with all diallers and it works by checking the dialled number against the TPS register in real-time. If the number you’re trying to call is flagged, the calling party will be notified before the call is connected. There are four different notification options for you to choose from.

Call Answering

With a call centre based in the UK, Numbergroup supplies a friendly, experienced team that answers calls in your company name during office hours.

Your calls are then transferred to your preferred contact number or a message will be taken down and forwarded to your email address. Calls outside of business hours can be forwarded to our personalised voicemail service and also sent directly to your email.

On supplying you with a number, Numbergroup tailors its service to suit your business needs, answering all your company’s calls or just the overflow when your lines are busy; making sure your customers are never left in long, frustrating queues.


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completely free TPS screening for call centres


Numbergroup managed PBX

We supply our own asterisk based PBX, delivered, installed and maintained by our team, along with round the clock support.

Our PBX is compatible with all SIP applications and hardware, can support up to 500 handsets and features call queuing, call recording, call parking, call forwarding, interactive voice response (IVR), hold music, conference bridging, voicemail-email notifi cation ring groups, call transfer and more.

Target Call - CLI Localisation

Target call is an ideal solution for call centres that allows your outbound telephone calls to display a UK area code local to the recipients geographic location regardless of the location of your call centre e.g. if your call centre is dialling a number based in Oxford, the number displayed on the caller ID will show an 01685 area code.

This service greatly increases the chances of your target audience answering your calls and increases the likelihood of people calling back if the number appears local to them.

Target call increases your contact rates, covers all locations and is tailored to meet your company’s requirements.

Offering a full range of innovative solutions for the call centre market, each service can be tailored to suit our client’s individual needs.


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emergency contact (24hrs a day) Text EMERGENCY’ to: 07523 117 191

Numbergroup Staff Information and Contact DetailsNumbergroup Office TelephonePhone: 08003 101010Fax: 08003 101011International: (+44)121 400 1010Emergency Contact: (24hrs a day) Text ‘EMERGENCY’ to: 07523 117 191

Follow us on TwitterFor all the latest news, events and technical support follow us at twitter.com/numbergroup

Technical Support, Enquiries and [email protected] Office Hours (UK GMT) Mon - Fri (9am-5.30pm)

Jody Rhodes (Director)

Email: [email protected]

uk.linkedin.com/in/jodyrhodes

Kabir Ahmed (Manager)


uk.linkedin.com/in/kabirahmed1

Rainbow Henry (Accounts Manager)


uk.linkedin.com/in/rainbowhenry

Amy Rushton (Customer relations coordinator)


uk.linkedin.com/in/rushtonamy

Kashif Javaid (Network Engineer)


uk.linkedin.com/in/kashifjavaid

Diane Fowler (Call Centre Manager)


uk.linkedin.com/in/dianefowler


Helpdesk Information and Customer SupportWe take pride in dealing with customer enquiries effi ciently and effectively, ensuring that customers have suffi cient information and resources available to them at all times.

Email Ticketing System

Our email ticketing system enables us to execute the kind of ‘one to one’ service our customers deserve and allows customers to keep track of their enquires in real time.

We understand that time is valuable to our customers, so this automated system strives to improve the overall effi ciency of our support team.

Using the features of the ticketing system ensures that the end users can submit new requests or check the status of their open requests at their convenience.

Our support ticketing system holds us accountable to deal with all of your queries. To access the ticketing system an email can be sent to [email protected]

We encourage the use of this system as it prevents misguided information and it also enables us to understand key areas of improvement.

During offi ce working hours, the ticketing system is monitored regularly and most enquiries and requests are usually answered within 15 minutes.

Once an email ticket is viewed, the appropriate team is then notifi ed to deal with the enquiry or request within the same working day.

General enquiries and requests sent outside of offi ce working hours such as weekends and bank holidays are dealt within 4 hours.

Please note that all emergencies are highly prioritised and the support staff can be reached by text 24hrs a day by texting ‘EMERGENCY’ to 07523 117 191.


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Customer Management Portal: SelfcareSelfcare is a web-based management tool which allows you to set up, manage and report on the usage of your business telephones, in real time, 24 hours a day.

Please take a look at some of our features which are currently available for you to tailor to your specific business needs, as and when they arise.

The ‘Self-care’ online customer management portal allows you to:

• Add and remove additional numbers to your account• Update your call forwarding instantly• Set up and manage your Sip Trunk configurations• Set up call recordings• Instantly access and download call records and invoices• Set up time of day routing• Add and update advanced call features such as: - Call whispers (know who is calling before you answer) - IVR (interactive voice recordings) - Welcome messages - Allow calling numbers to display - Set up hunt groups (to manage advert/marketing response) - Fax to e-mail - Voicemail to e-mail - Missed call alerts - Set up and manage TPS screening options

All changes and updates are done in real time and can be accessed any time from a web based browser. We recommend the following browsers:

• Google Chrome • Firefox • Safari

We have created useful ‘self-help’ video guides to help you manage your numbers more effectively which can be found on our website www.numbergroup.com in the user guides drop down menu.

Alternatively, it can be accessed directly from our YouTube channel: www.youtube.com/user/numbergroup

set up, manage and report on the usage of your business telephones in real time, 24 hours a day


Customer Billing InformationInvoices are produced and delivered in PDF format by email on the 1st of every month. We also give our customers the ability to view a full history of their invoices using Selfcare, our customer management portal.

The invoice includes a total of all call charges (1 month in arrears) and rental charges (1 month in advance). The invoice also contains a full breakdown of call data records with payment instructions included.

Paying your Invoice

We operate a direct debit payment scheme in association with Eazy Collect Services Ltd. http://www.eazycollect.co.uk/

Direct debit payments are automatically deducted on the 15th of each month.

Direct debits can be set up during the registration process by completing and submitting the direct debit form that you received along with the application form.

Wholesale customers incurring monthly charges of over £500 are required to use the Banking Automated Clearing System (BACS) when making payments. Payments are due within 10 days of invoice receipt.

OuR baNk dETaIlS CaN bE fOuNd aT ThE bOTTOM Of EvERY INvOICE.

Late Payment Charges

Failure to settle outstanding invoices by the required due date will incur an administration charge of £10.00 and your service may be temporarily suspended until all payments are cleared. Please note rental charges will still be incurred while the account is suspended.


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Number Porting ProcessNumber porting allows you to keep your existing number if you choose to move your telephone services from one telecommunications provider to another.

If you have recently moved locations, or you are simply looking for better services and more competitive rates, then we can help with the smooth transition of these numbers by porting any existing UK telephone number from any supplier to Numbergroup.

What sets Numbergroup apart from other telecoms providers is that we have a reliable and convenient porting process which delivers substantial savings, which can then be passed onto our customers.

We believe in maintaining our customers’ best interests by ensuring that all ported calls are routed efficiently, as well as ensuring a continuation of service with no downtime

All we require to get this process under way is a copy of your most recent telephone bill. Time scales can vary, but you can expect your number to be ported on to our network between 14 to 30 days once the port request has been submitted.

Below you will find our charges for this service:

Geographic single lines/ single numbers: £5.00 per numberGeographic multi lines/ additional numbers: £25.00Non-geographic numbers/multi lines: from £50.00

Please send all porting requests to [email protected] or, if you have any specific questions regarding number porting then please contact Kabir Ahmed via email on [email protected]

keep your existing number


Customer Complaints PolicyWe maintain a strong customer focus and our customer complaints policy reflects our dedication to our customers.

Customers are encouraged to raise any issues of dissatisfaction at an early stage so that it can be dealt with effectively by Numbergroup.

Handling Complaints

We will deal with formal complaints in a way that:

• Is friendly and personal• Is fair and efficient• Treats complaints with appropriate seriousness, sympathy and confidentiality• Looks to resolve issues as quickly as possible

If possible, the complaint should be addressed to the member of staff who is most directly concerned with the issue.

Alternatively, customers can contact our Customer Relationship Coordinator using the email address [email protected]

Formal Complaints Procedure

The Formal Complaints Procedure should only be used when other means of resolving the matter are not possible or effective.

In most cases complaints may be addressed and resolved by our Email Ticketing System (please see page 9).

Customers are entitled to use the Formal Complaints Procedure if an issue hasn’t been resolved through our Email Ticketing System, and should be in writing and addressed to:

Numbergrp Network Communications (Ireland) Ltd, Kyletelogue House, Tallanstown, Co. Louth, Ireland

Please provide your business name, address, telephone/ account number, and/or e-mail address and, if relevant, the contact details of a person who can discuss the detail of a complaint.

Please give a brief explanation of your complaint and explain the type of resolution you are seeking.

You will also need to provide relevant evidence of correspondence with the target of the complaint i.e. letters, e-mails etc. A short chronology of events may also be included if deemed helpful and relevant.

The Customer Relationship Coordinator will investigate your complaint and work to resolve any issues you may have in line with the terms and conditions of service.

A copy of the complaint will also be held internally to monitor actions taken. Customers will be invited to complete a reply slip confirming that the action taken is satisfactory.

Once a formal complaint is logged, we will deal with it within 2 weeks. If we cannot resolve the issue, or if you are still not happy after following our formal complaints procedure, you will receive a deadlock letter.

Once a deadlock letter is received, you can ask for the matter to be referred to the Independent Ombudsman Services, www.ombudsman-services.org who will review your case and attempt to resolve any issues in line with their procedures.


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Service Level Agreement (SLA)GENERAL

1. This agreement should be read in conjunction with the Numbergroup Contract. The terms agreed in the Contract will supersede any items in this SLA where there is duplication or omission.

2. Numbergroup will take all reasonable steps to restore Service in accordance with this agreement.

3. Neither party shall be liable to the other for failure to perform any obligation under this Agreement (other than an obligation to pay) where such failure was outside such party’s reasonable control,including without limitation, the consequence of natural phenomenon, war, civil disorder, inclement weather, fire, failure or shortage of power supplies, seller failure, breach, or delay, industrial disputes, acts or omissions of government, acts or omissions of other telecommunications operators, compliance with statutory obligation, or any other cause beyond Numbergroup’s reasonable control.

4. This Agreement may not be assigned or transferred by the Customer to any third party without the prior written consent of Numbergroup.

5. Nothing in this Agreement shall create or be deemed to create a partnership or the relationship of principal and agent between the parties.

6. No failure or delay by Numbergroup in exercising any of its rights under this Agreement shall be deemed to be a waiver of that right and no waiver by Numbergroup of a breach of any provision of this Agreement shall be deemed a waiver of any subsequent breach of the same or any other provision. Any waiver or breach must be expressed in writing by the party waiving such breach.

7. If any provision of this Agreement is held by any court or other competent authority to be invalid or unenforceable in whole or in part the other provisions of this Agreement and the remainder of the affected provision shall continue to be valid.

8. The rights of Numbergroup under this Agreement are cumulative and in addition to any other right or remedy available to it at law or in equity.

9. This Agreement shall be governed by and construed in accordance with the laws of England.

FAULT REPORTING

10 Category A (Critical) faults may be reported 24 hours a day, 7 days a week by texting ‘EMERGENCY’ followed by your Numbergroup account number to 07523 117 191.

11. Category B faults should be reported via email only to [email protected].

12. Category C faults are to be reported by email only to [email protected]

13. Before reporting a fault to Numbergroup, the customer will carry out full and comprehensive tests to determine the extent and location of the fault. All details to be included in fault report to assist with prompt resolution. It is the responsibility of the customer to use the correct reporting method for the grade of fault to be reported.

14. Once the fault has been logged fault investigation will begin. Numbergroup will contact and liaise as appropriate with any 3rd party carrier/operator or service provider. Regular updates will be provided to the Customer as per agreed timescales and based on severity of the problem. Details of expected time to fix (if available) will also be provided by Numbergroup.

Registered Office: Numbergrp Network Communications (Ireland) Ltd, Kyletelogue House, Tallanstown, Co. Louth, Ireland.


FAULT CATEGORY

15. Category A (Critical): – All inbound numbers have ceased to work. - Termination to all destinations has ceased.

16. Category B: – Customers are unable to interface with Numbergroup’s network. - One, or a batch of, inbound numbers is failing.

17. Category C: – Poor call quality is experienced to any destination. - Reports or CDRs are unavailable online.

RESPONSE TIME

18. From the time of reporting, the target times to respond to Category A faults are as detailed here: During office hours (09:00 to 17:30 GMT, Monday to Friday) = 15 minutes Out of office hours (including public holidays) = 1 hour

19. From the time of reporting, the target time to respond to Category B faults is as follows: During office hours (09:00 to 17:30 GMT, Monday to Friday) = 4 hours Out of office hours (including public holidays) = 6 hours

20. From the time of reporting, the target time to respond to a Category C fault is one working day.

FAULT CLEARANCE

21. On successful identification and rectification of the fault by Numbergroup, the Customer will be notified (where applicable), and will be requested to carry out a test to ensure that the fault has been cleared to their satisfaction. If it is identified that a fault is still apparent Numbergroup must be notified accordingly, if no notification is received the fault will assumed to be clear.

PLANNED MAINTENANCE AND UPGRADES

22. Planned network maintenance or upgrades may be required from time to time. 7 days notice will be given to all customers that may be affected by this type of outage.

23. Numbergroup will use all reasonable endeavours to carry out this work with little or no disruption to customers but if Numbergroup and the Customer cannot agree the timing of the outage Numbergroup’s decision shall be final.

UNSCHEDULED MAINTENANCE

25. Under exceptional circumstances, it may be necessary to perform emergency maintenance, without prior notice. Numbergroup will endeavour to provide as much notification as possible for emergency maintenance.

THIRD PARTY ATTRIBUTABLE FAULTS

26. If a fault is identified as being attributable to a third party (i.e. neither the Customer nor Numbergroup),the fault shall be deemed to be the responsibility of Numbergroup but no downtime will be included in Service reliability calculations. In such event, Numbergroup will use all reasonable endeavours to restore the Service within the target times to repair.

Telephone: 08003 101010Fax: 08003 101011Email: [email protected]

www.numbergroup.com

Numbergrp Network Communications (Ireland) Ltd is licensed by OfcomRegistered Office: Numbergrp Network Communications (Ireland) Ltd, Kyletelogue House, Tallanstown, Co� Louth, Ireland� Company Number 531849

information pack2013 - numbergroup cloud … supplying you with a number, numbergroup tailors its...

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