Standard VOIP Features

• Free Local and Long Distance in the U.S. and Canada (limitations apply)

• Low-Cost International Calling

• Caller ID (Name & Number) Delivery

• Voice Mail with Automatic Call Back and Message Waiting Indication

• Call Forwarding Always

• Call Forwarding Busy

• Call Forwarding Remote Access

• Call Hold

• Call Return

• Call Trace

• Call Waiting

• Three-way Calling

• Last Number Redial

• Speed Dial (100 numbers)

• Anonymous Call Rejection

• Caller ID Blocking per Call

• Do Not Disturb Feature

Bronze Feature Set

All STANDARD FEATURES PLUS:

• 2,  3 or 4 digit extension dialing

• Simultaneous Ring

• Shared Call Appearance

• Remote Office

• Call Park

• Call Pick-up

• Direct Inward Dialing

• Priority Alert/Ringing

• Configurable Feature Codes

• Incoming/Outgoing Calling Plans

• Series Completion

CommPilot Call Manager Web Portal

• Click-to-Dial

• Redial

• Hold

• Transfer

• 3-Way

• Phone Lists (Personal, Call Logs)

• Outlook Integration

• Calling Line ID Delivery per Call

• Cancel Call Waiting

Messaging

• Voice Messaging Notification

• Voice Messaging to E-mail

• Call Notify

• Voice Mailbox Integration

Silver Feature Set

All STANDARD AND BRONZE FEATURES PLUS:

• Administrative Web Portal

• Consultant Hold

• LDAP Directory Integration

• Printable Group Directory

• Call Forwarding Ring Splash

• Call Forwarding Selective

• Call Screening by Digit Patterns

• Calling Line ID Blocking

• Distinctive Alert/Ringing

• Selective Call Acceptance

• Selective Call Rejection

• Hunt Groups (4 Options)

Gold Feature Set

All STANDARD. BRONZE AND SILVER FEATURES PLUS:

• Moves, Adds, and Changes

• Accounts Codes

• Authorization Codes

• Call Capacity Management

• Call Intercept

• Calling Group ID Delivery

• Calling Line ID Configuration

• Enhanced Outgoing Calling Plan

• Configurable Feature Code Prefix

• Device Inventory

• Group Resource Inventory Report

• Loudspeaker Paging

Additional Features

• Toll-free Numbers

• Alternative Nationwide Numbers

• Auto Attendant

• Audio Conferencing

• Music on hold

IP Phones & ATA's
 

DSL Express provides Cisco/Linksys PAP2 Phone Adapters and Polycom IP501 IP Phones.

The Linksys Phone Adapter enables high-quality feature-rich telephone service through your cable or DSL Internet connection. Just plug it into your Router  and use the two standard telephone jacks to connect your existing phones or fax machines. Each phone jack operates independently, with separate phone service and phone numbers -- like having two phone lines.  DSL Express is an authorized Cisco/Linksys partner.

miRECEPTION® Receptionist Console

miRECEPTION® is a carrier class IP Telephony attendant console for use by “front-of-house” receptionists, or telephone attendants, who screen inbound calls for enterprises. miRECEPTION realizes the promise of IP Telephony by enhancing business processes and delivering rich services in a personalized way.

To date IP Telephony’s primary focus has been the better use of enterprise information and more efficient use of valuable communications resources. Unfortunately, in terms of Computer Telephony Integration (CTI) the design and feel of the User Interface has not been a priority. In nearly all cases design has replicated the traditional hardware console, leaving the user with the same complex keypad and buttons to execute what should be simple processes. Thus the true potential of IP Telephony has not yet been realized - until now.

With miRECEPTION, Carbon Twelve® has adopted a unique design approach whereby the user and the user experience is the primary focus. This delivers the following real benefits to users:

o An elegant design that is pleasing to the eye.
o An ergonomic design that follows the natural work “flow” of a call from the top to the bottom of the screen.
o Improved business processes as only “valid” options are presented to the attendant.
o Professional call handling as critical information is available in “real time”.
o Accurate delivery of messages via a one step process when people are unavailable.
 

miRECEPTION® Downloadable DEMO

miRECEPTION® DataSheet

Call Center (ACD) Package

Broadworks® Call Center (ACD) support for basic call centers, allowing businesses to receive incoming calls from a central phone number. This enables a business to establish technical assistance lines, customer support numbers or order-taking centers. Multiple Call Centers can
be supported per business. Incoming calls to the Call Center are presented to the next available agent. Broadworks expands the capabilities of legacy call enters by allowing call center agents to be geographically distributed. Thus, agents can attend calls from home, a satellite office or any other location served by Broadworks in a transparent fashion. In addition, the Call Center functionality can also be combined with other Broadworks call completion services to ensure that all incoming calls get serviced expeditiously under any network condition and at anytime.

Features

• Voice Mail - if there are no more agents to handle an incoming call
  or the call goes unanswered for a specified amount of time, the call
  can be forwarded to a call center voice mailbox.

• Night Service - calls received after-hours or on non-business days
  can receive a service menu of options allowing a caller to leave a
  voice message or transfer to an emergency number.

• Multiple Call Distribution Policies - incoming calls are handled
  according to the selected policy, which includes uniform call
  distribution, linear hunt group, circular hunt group, no-answer and
  simultaneous ringing.

• Call Queuing - when all call center agents are busy, incoming calls
  can be queued until they can be presented to an available agent.
  Calls in queue are provided with an initial greeting, a periodic
  greeting and audio on hold. All greetings and audio are configurable
  for each call center.

• Queue Escape - callers who are queued can press a key to be sent
  directly to the call center voice mailbox instead of waiting for an
  available agent.

• Overflow - when a call center cannot accept any more calls,
  incoming calls can be forwarded to an overflow phone number.

• Statistics - statistics are generated for each call center and each
  agent on a configurable period. The statistics are periodically reported
  to a configurable email address in CSV format and are viewable
  to the group administrator via the web portal.

• Service Integration - any Broadworks personal service can be
  assigned to the call center phone number to customize the call
  center group. This includes services such as call forwarding, call
  notification, call screening and voice messaging.

• Queue Flushing - when all agents in the call center group logout,
  queued calls are automatically sent to the call center group voice
  mailbox.

• Outlook Contact Integration - vCards from the agent’s Outlook or
  Exchange contact database pop-up for incoming calls.

• Agent Login/Logoff - agents can login and logout from the group
  so that calls are only presented to agents that are on duty.

• Screen Pops - incoming calls pop-up on a web screen showing
  information associated with the incoming call. A group-specific URL is
  accessed for each call.

Asterisk & SIP Connectivity

In conjunction with CommPartners, DSL Express offers the most reliable Asterisk & SIP Device connectivity available in the U.S.  At this time, only SIP connectivity is offered.  We are working on offering IAX connectivity as well.  All Standard Features are available and have been tested with Asterisk including Caller-ID name and number delivery. 

DSL Express has been in business since 1999 providing high-reliability broadband service.  To ensure we were not just another VOIP provider constantly in outages, unable to provide local numbers, lacking Local Number Portability and not in compliance with E-911 and Calera requirements, we partnered with CommPartners, the Premier Wholesale VOIP Provider.  By reviewing the Network Architecture below, you will see for yourself the real difference between us and the "other" providers.

Unlimited Local and Long Distance calling is included (see Terms and Conditions below) and Pricing is based per line (the number of simultaneous calls desired).   We run our office on Asterisk (yes, that is Allison who provides our voice prompts). 

Asterisk & SIP Device users not using our DSL or Light-Speed service, must ensure you implement QOS on your network to reserve 40kbps for each u.729 channel and 80kbps for each u.711 (fax) channel.  Please ping the following SIP Servers to ensure your network is within 100ms of at least one of the following servers to ensure echo and jitter free calls.  The SIP Servers are as follows:

• atl.dslx.net

• las.dslx.net

• chicago.dslx.net

• nyc.dslx.net

Please see our support page for a sample Asterisk configuration.

Network Overview

Our network features world-class engineering and a Super-POP architecture which minimizes use of the public Internet and places your VOIP calls just one hop away from most major Internet backbone carriers. The Super-POPs, located in Atlanta,  Las Vegas, Chicago, and New York, are interconnected with high-capacity fiber links, creating a redundant VOIP Backbone that provides absolute best-case performance and economics for the movement of VOIP calls across the United States. Moreover, our architecture and network strategy virtually eliminates packet loss, jitter, and latency across the continent and to the PSTN, translating into higher quality calls.

Our network is purpose-built for redundancy, which in turn maximizes reliability. Through the use of protected, diverse routes and a geographically distributed architecture, we has ensured that all network traffic can be assumed at any time, under any conditions. Our redundancy strategy is supported by deploying all software and hardware equipment in paired, redundant configurations such that load-sharing and fail-over mechanisms are in place for any of the Super-POP locations.

VOIP Glossary

Basic VoIP Feature Set

Anonymous Call Rejection Connectivity -Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service via a web interface, callers without available caller identification are informed that the user is not accepting calls at that time. The user’s phone does not ring and the user sees or hears no indication of the attempted call. This service does not apply to calls from within the group.
 

Call Forwarding:

Call Always - Enables a user to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number. A status indicator on the CommPilot Call Manager identifies whether this service is enabled.

Call Busy - Enables a user to redirect calls to another destination when an incoming call encounters a busy condition. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number.

Call No Answer - Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. If activated, a user must specify the forwarding number and the number of rings before forwarding.

Call Remote Access -Enables users to activate, deactivate and program their Call Forwarding Always service from any phone via their Voice Portal.

Call Hold – enables user to place an existing call on hold for an extended period of time.

Call Return - Enables a user to call the last party that called, whether or not the call was answered. To call back the last party that called, the user dials the call recall feature code. The system stores the number of the last party to call, and connects the user to that party. Users can also execute call recall via the CommPilot Call Manager. Call Trace - Enables users to request that a call they have received to be automatically traced by dialing a feature access code after the call.

Call Waiting - Enables a user to answer a call while already engaged in another call. When a second call is received while a user is engaged in a call, the user is informed via a call waiting tone. To answer the waiting call, the user depresses the flash hook. The user connects with the waiting party and holds the original party. By depressing the flash hook, the user reconnects to the original party and holds the waiting party. The feature completes when any party hangs up. Users can also execute call waiting via the CommPilot Call Manager.

Cancel Call Waiting per Call - In addition to being able to cancel call waiting for all incoming calls, users also have the option of canceling their call waiting on a per-call basis by dialing a feature code before making the call, or after a switch-hook flash during the call.

Calling Line ID Delivery - Enables the delivery of a caller’s identity to a user via the CommPilot Call Manager and phone (if capable). Delivered information includes the caller’s phone number and name. The information is delivered to the web interface and the phone (if capable) only if the information is available and has not been blocked by the caller.

Calling Name Delivery - Provides the calling name for incoming calls by querying an external database for the information if it is not received in the call set-up messaging. Although BroadWorks’ standard Calling Line ID Delivery provides the calling number and name for all calls within BroadWorks, calling name information is typically not passed with calls received from external parties (e.g., PSTN-originated calls).

Calling Line ID Blocking per Call - In addition to being able to block the presentation of their Calling Line ID on all outgoing calls, users also have the option of blocking on a per-call basis by dialing a feature code before making the call.

Do Not Disturb - Allows users to set their station as unavailable so that incoming calls are given a busy treatment. Users have the option to activate and deactivate the service by dialing a feature code or configuring the service via their web interface. A status indicator on the CommPilot Call Manager identifies whether this service is enabled.

Last Number Redial - Enables users to redial the last number they called by clicking the ‘Redial’ button on their CommPilot Call Manager or by dialing a feature code (e.g., *66).

Speed Dial 8 and Speed Dial 100 – Speed Dial 8 (function *74) enables users to dial two-digit codes to call up to 100 frequently called numbers. Entry of the two-digit code is preceded by a configurable prefix: 0-9, A-D, *, or # (default). Users can program the numbers in their directory via the Speed Dial 100 (function *75) page in their CommPilot Personal web portal, or directly through their phone using the respective feature access code.

Three-way Calling - Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. To initiate a three-way call while engaged in a regular two-party call, the user depresses the flash hook and dials the third party. Before or after the third party answers, the user depresses the flash hook and forms a three-way call with the two parties. To drop the third party, the user depresses the flash hook and is reconnected with the original party in a regular two-party call. If the user hangs up, all parties are released. Users also have the ability to execute three-way calls using the CommPilot Call Manager. Messaging

Voice Mailbox - Enables users to record messages for incoming calls that are not answered within a specified number of rings, receive busy treatment, or are transferred directly to voice mail. Incoming callers are given the options to review and change their message and will get a warning tone if their message is about to reach the maximum configured length. Users can configure the service via their personal web portal or by calling into their voice portal from any phone. The personal web portal enables users to control whether their voice mail messages are to be delivered to their e-mail account as .WAV attachments and/or to the voice messaging system repository for retrieval from a phone. Users can also set their password and elect to give callers the option of connecting to an attendant by pressing 0.  By accessing the Voice Portal from any phone, users can listen to, save, and delete each message, as well as move to the previous or next message. During the playback of a message, users have the option of skipping forward, skipping back, or pausing. Replies to message senders can be sent, and messages can be forwarded with an introductory message to one or more group members, or to the entire group. Messages can also be composed and sent to one or more users in the group, or the entire group. Users have the option of marking a message as Urgent or Confidential. Users can also pre-configure lists of users to whom voice messages may be sent. The Voice Portal also enables users to record their name and multiple personal greetings for busy and unavailable. Users also have the option to enter a feature code on their phone to clear their message-waiting indicator (MWI).

Voice Messaging Call Back - Enables users to automatically call back the person who left them a message by hitting an option during or after listening to the message. This feature works if the caller’s line ID is available; otherwise, the call back is denied.

Voice Message Waiting Indication - A stutter tone is provided via the telephone when new messages reside in the user voice mailbox. A visual indicator on the phone is also provided if supported by phone. Also enables a user to be informed of new voice messages. The notification is in the form of an email (or short message to a cell phone) or an indication on the user’s station. The user controls the service via a web interface, which provides the ability to activate and deactivate email notification as well as the email notification address.

Premium VoIP Feature Set

Call Transfer - Enables a user to transfer a call unattended before or after the call is answered. Consultant Hold - Enables a user to put the caller on hold, and make a consultation call to another party. To initiate consultation hold, the user depresses the flash hook and dials the add-on party. When the call is answered, the user can consult with the add-on party. To drop the add-on party and reconnect to the original party, the user depresses the flash hook twice. Users can also execute consultation hold from the CommPilot Call Manager.

CommPilot Call Manager Web Portal - Provides a web-based tool for users to invoke their services, as an alternative to using feature codes or depressing the flash hook. The following features are included with the CommPilot Call Manager:

Click-to-Dial - enables user to input and dial a number, dial directly from a drop-down Phone List (Personal, Group or Call Log) or Outlook tab, or click the Redial button Redial – Enables users to redial the last number they called by clicking the ‘Redial’ button on their CommPilot Call Manager or by dialing a feature code (e.g., *66). Hold - enables user to place an existing call on hold for an extended period of time, and then retrieve the call to resume conversation. While the calling party is held, the user may choose to make a consultation call to another party. Transfer -enables user to redirect a ringing, active, or held call to another number or directly to voice mail. Before transferring the caller, the user may choose to consult with the third party first or establish a three-way consultation.

3-Way - Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. To initiate a three-way call while engaged in a regular two-party call, the user depresses the flash hook and dials the third party. Before or after the third party answers, the user depresses the flash hook and forms a three-way call with the two parties. To drop the third party, the user depresses the flash hook and is reconnected with the original party in a regular two-party call. If the user hangs up, all parties are released. Users also have the ability to execute three-way calls using the CommPilot Call Manager.

Phone Lists (Personal, Call Logs) - Enables users to dial frequently called numbers by selecting from a searchable list of names on their CommPilot Call Manager. Each user can add, delete, edit, and re-order numbers in their Personal Phone List, which serves as a personal speed dial list. Users can add multiple numbers to this list by uploading them from a flat file. The Call Log enables users to view and dial from the following lists of stored numbers: missed, received, and dialed. The call log is accessed through the CommPilot Call Manager and includes the most recent numbers registered for each category, as well as the respective call times and dates.

Outlook Integration -This service enables users to integrate their personal contacts in Microsoft Outlook with their CommPilot Call Manager. Using the Outlook Contacts tab in the Call Manager, users can perform a search of their personal Outlook contacts by name or company. Once the desired contact is located, users may click-to-dial one of the contact’s phone numbers, or the user may choose to display the contact’s v-card by clicking their name. When receiving a call, the user’s Microsoft Outlook contact database is searched for a match of the caller’s phone number. If a number is matched, the user is given the option of clicking the icon next to the incoming calling name in their Call Manager window to open the caller’s v-card. Users may also choose to have new Outlook journal entries automatically opened for incoming and/or outgoing calls.

Call Forwarding Ring Splash - Enables users to have a short ring burst played on their phone when the following services are triggered: Call Forwarding Always, Call Forwarding Selective, and Do Not Disturb. Ring Splash can be enabled for each of these services individually and serves as a reminder that the respective service is active.

CommPilot Express - Enables users to pre-configure multiple profiles for managing incoming calls differently based on the user’s status:

1. Available–In the Office

2. Available–Out of the Office

3. Busy

4. Unavailable

Each profile includes preferences for managing the relevant incoming call functions (e.g., Call Forwarding (busy, no answer, always, selective), Voice Messaging, Simultaneous Ringing, Call Notify), which can be configured through a single easy-to-use web page. Users can also select their active profile via their CommPilot Call Manager, and/or an IVR menu. If a user elects to use CommPilot Express, it will take preference over all of other service settings associated with processing incoming calls.

Priority Alert/Ringing - Enables a user to define criteria to have certain incoming calls trigger a different call waiting tone (i.e., alert) or a different ringing cadence than normal calls. The user sets the criteria (e.g., incoming calling number, time of day, day of week) for determining which calls require priority notification via their CommPilot Personal web interface. Multiple criteria sets, or profiles, can be defined.

Remote Office - Enables users to access and use their BroadWorks service from any end point, on-net or off-net (e.g., home office, mobile phone). This service is especially useful for tele-workers and mobile workers, as it enables them to use all of their CommPilot features while working remotely (e.g., extension dialing, transfers, conference calls, Outlook Integration, directories, etc.). In addition, since calls are still originated from BroadWorks, the service provides an easy mechanism for separating personal and business phone expenses, as well as keeping alternate phone numbers private. This service must be set up by the group administrator.

Selective Call Acceptance - Enables a user to define criteria that causes certain incoming calls to be allowed. If an incoming call meets user-specified criteria, the call is allowed to complete to the user. All other calls are blocked and the caller is informed that the user does not wish to receive the call. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls are allowed to complete. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Selective Call Rejection - Enables a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets user-specified criteria, the call is blocked and the caller is informed that the user is not accepting calls. The user controls the service via a web interface, which provides the ability to establish the criteria sets for determining which calls require blocking. A criteria set is based on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be defined.

Simultaneous Ring - Simultaneous Ring enables users to have multiple phones ring simultaneously when any calls are received on their BroadWorks phone number. The first phone to be answered is connected. For example, calls to a user’s desk phone could also ring the user’s mobile phone, in case the user is not at his/her desk.

 

VOIP Terms and Conditions

LIMITATIONS FOR 911 EMERGENCY DIALING - 911. End-User acknowledges that DSL Express's Services may not support traditional 911 emergency dialing in all locations, whereby calls are automatically routed to an emergency 911 operator with the caller address appearing on the operator's computer. DSL Express advises End-User to maintain an alternative means of accessing traditional 911 services such as traditional telephone services or cellular phone services.
End-User acknowledges that the Services will not function in the absence of electrical power, access to the Internet or other general failures associated with the VOIP network. End-User acknowledges that the Services will not function if there is an interruption of End-User's broadband or high-speed Internet access service.

End-User acknowledges that the Services are not set up to function with out-dialing systems including some security systems, medical monitoring equipment, satellite television systems and some facsimile systems. By consenting to these terms and conditions, End-User waives any claim against DSL Express for interruption or disruption of such systems by the Services.
Calls to a phone number outside the United States and Canada to a non-DSL Express account will be charged at the current rates published on the DSL Express related website. The duration of each call from the US to international destination is to be calculated in six (6) second increments after a thirty (30) second minimum. As applicable, calls to Mexico are rounded to the minute.
Telephone numbers provided by DSL Express ("Number") to the End-User shall be leased and not sold. End-User is not to use the Number with any other device other than the Equipment without the express written permission of DSL Express. DSL Express reserves the right to change, cancel or move the Number at its sole discretion. If, however, the End-User chooses to 'port' their existing phone number into the DSL Express VOIP service, the End-User shall also be able to 'port' the number out of the DSL Express network upon termination of service if the End-User has maintained an account in good standing with DSL Express. End-user is responsible to disconnect any unused existing telephone service. DSL Express is unable to order the disconnect End-Users existing service.

End-User agrees and represents that it is purchasing the Services and/or the Equipment for its own internal use only, and shall not resell, transfer or make a charge for the Services or the Equipment without the advance express written permission of DSL Express. Use of service shall not include certain activities including, but not limited to, any autodialing, continuous or extensive call forwarding, continuous connectivity, fax broadcast, fax blasting, telemarketing or any other activity that would be inconsistent with small business usage, unless specifically agreed to otherwise in writing by DSL Express and End-User.

DSL Express reserves the right to review usage of unlimited minute usage plans to ensure that there is no end-user abuse of such plans. End-User agrees to use unlimited minute plans for normal voice calls and will not employ methods or devices to take advantage of unlimited plans by using service excessively or for means not intended by DSL Express. DSL Express may terminate service immediately if, in its sole discretion, End-User is abusively using the unlimited minute plan.
DSL Express reserves the right to make changes to the terms and conditions of this Agreement, the Services and/or the Plan ("Change of Service"). In the event of a Change of Service, DSL Express will post to the website currently located at http://dslx.net/terms. Notice will be considered received by End-Users and such changes will become binding to End-Users, on the date the changes are posted to the website ("Change Date"), and no additional notice will be required. DSL Express will post all changes thirty (30) days in advance of the effective date of change, with the exception of international calling rates, which require only 24 hours notice. If End-User does not send DSL Express notification of its desire to terminate this agreement or uses the Service after the Change Date, End-User is deemed to have accepted and consented to the change of terms and conditions of the Service. If End-User does not consent to the change of service and terminates this agreement, End-User will be responsible for any sums due hereunder in addition to any applicable Disconnection Fee. End-User may request a Plan change at anytime, subject to any applicable change of service fee and additional terms and conditions. For a Plan change to a plan that requires a purchase of the Equipment, an equipment charge may apply. DSL Express may decrease prices for the Services or Plans without providing any prior notice to End-User.