The terms in this section, called the “service terms”, apply to a group of services or a specific service within a group.
Service Element | Description |
Voice Sessions | A Voice Session is a concurrent call path to TELUS’ telephone network and exchanges and the PSTN. Each Voice Session enables one (1) bi-directional PSTN communication path. |
Extensions | Extensions are what can receive and optionally originate telephone calls and other communication sessions within the Cloud PBX service. Extensions are available in several varieties with differing functionality: (a) Standard - Provides inbound and outbound calling and includes the standard Cloud PBX feature set; (b) Enhanced - Provides inbound and outbound calling and includes the standard Cloud PBX feature set as well as a number of enhanced features and capabilities; (c) Virtual (Standard) - Allows inbound calls to call forwarding treatments or voicemail; (d) Virtual (Enhanced) - Allows inbound calls with enhanced voicemail and call routing features. |
Direct in Dial number(s) (“DID”) | DIDs are PSTN telephone numbers that enable voice and data calls to be directly dialed to Extensions. |
Service Element | Description |
Additional DIDs | Telephone numbers that enable voice and data calls to be directly dialed to stations within your SIP Components. |
Auto-Attendant | Auto-Attendants provide a voice prompt system in a single language allowing callers to select from up to 9 options for call routing, including extension and name dialing, a general voicemail box. |
Auto-Attendant Submenu | A sub Auto-Attendant commonly used for an additional language or submenu under an Auto-Attendant. |
Auto-Attendant Professional Script Recording | Recording of your Auto-Attendant script by professional voice actors. |
CRM Integration | Allows integration with select Customer Relations Management (“CRM”) systems and provides a popup on an enabled user’s computer with CRM details based on mapping telephone calls to CRM data. |
Presence for Office 365 | Allows an enabled user’s phone status to be reflected in Microsoft Office 365 applications (purchased separately). |
Hunt Group | Spreads inbound calls across a group of specified users with a number of possible call distribution strategies. |
Call Recording | Bulk and on-demand audio call recordings, stored in the cloud and accessible via a web portal: (a) Call Recording 14 - stores recordings in the cloud for 14 days; (b) Call Recording 30 - stores recordings in the cloud for 30 days; (c) Call Recording 90 - stores recordings in the cloud for 90 days |
Managed Router | TELUS managed router is available with TELUS VoPI or Internet connectivity. The TELUS-owned router is installed at your service location, allowing us to better manage and prioritize voice traffic. Effectiveness of the managed router is limited by the performance of the underlying connectivity. |
Receptionist Console | A web-based user interface that simplifies the complex call handling scenarios common to reception of attendant positions. |
Real Time Reporting | Advanced real-time and historical Call Detail Record (CDR) and voicemail reporting functionality. |
Service Element | Description |
Toll-Free Service | Use North American toll-free numbers (also known as 1-800 numbers) with your Cloud PBX service. |
Service Element | Description |
Cloud PBX with Cisco WebEx App – Essential Subscription | A software telephone (“Softphone”) using Cisco WebEx solution available for compatible personal computers and smartphones enabling users to make and receive telephone calls, join WebEx meetings, and access the features associated with their Extension over a supported network access. This subscription can only be used with an Enhanced Extension and DID. |
Cloud PBX with Cisco WebEx App – Standard Subscription | All the capabilities of the WebEx App – Essential subscription, plus the ability to collaborate with other WebEx App users including viewing presence, hosting and participating in group chats and web-enabled rich-media WebEx meetings for up to 25 users, sending and receiving instant messages, participating in chat, and making video calls. This subscription can only be used with an Enhanced Extension and DID. |
Cloud PBX with Cisco WebEx App – Enhanced Subscription | All the capabilities of the WebEx App – Standard subscription, plus the ability to include dial-in telephone numbers for the Webex meetings. This subscription can only be used with an Enhanced Extension and DID. |
Cloud PBX with Cisco WebEx App – Premium Subscription | All the capabilities of the WebEx App – Enhanced subscription, with meeting capacity expanded to accommodate up to 1,000 participants. This subscription can only be used with an Enhanced Extension and DID. |
Service Element | Description |
Call Centre Queue | A queue allows for your Cloud PBX Service to distribute calls between Agent extensions using various features and call routing strategies. Agents and Supervisors are available with either Standard or Enhanced features which can affect the functionality of the queue. When ordering Call Centre, you must order at least one queue. Queues with Standard Agents and Supervisors support a maximum 50 calls in queue and features including Music on Hold, Announcement Customization, Distinctive Ringing, Entrance Message Announcement, Status and Statistics Reporting (Basic Reporting and Resetting Call Statistics, Agent State and Unavailability Codes Support, Agent and Supervisor Clients Support, Basic Routing Policies (overflow), and Standard Routing Policies (Bounced/Stranded Calls) and Call Recording. Queues with Enhanced Agents and Supervisors support up to 525 calls in queue, and adds support for features including Whisper Announcement, Premium Routing Policies (forced delivery of calls, night service, holiday service, forced forwarding, comfort bypass messaging), and Dialed Number Identification Service (DNIS) support. |
Call Centre Agent - Standard | An Agent can sign-in on one or multiple queues to receive calls routed to the queue with access to the features enabled in the Standard Queue. |
Call Centre Agent - Enhanced | Enhanced Agents have all the capabilities of the Standard Call Centre Agent plus the access to the Enhanced Queue features. |
Call Centre Supervisor - Standard | Standard Supervisors have all the capabilities of the Standard Call Centre Agent plus will gain access to the Supervisor console. The Supervisor console allows you to manage Call Centre Agents and Queues, and can access Queue options including a real-time dashboard and pre-established reports. |
Call Centre Supervisor - Enhanced | Enhanced Supervisors have all the capabilities of the Standard Call Centre Supervisor, plus access to supported Enhanced Queue options including whisper announcements. |
Measure | Standard | Threshold | Total Monthly Outage Time = Credit Amount |
Service Availability | 100% 7 days x 24 hours | 99.90% | ≤ 0h43 = 0% of applicable fixed monthly charge; > 0h43 to 15h06 = 20% of fixed monthly charge; > 15h06 to 29h30 = 40% of fixed monthly charge; > 29h30 to 43h54 = 60% of fixed monthly charge > 43h54 = 80% of fixed monthly charge |
Contracted Service Period (months) | % of fixed monthly charges for remaining service period |
0 - 24 months | 100% |
25 - 60 months | 50% |