Frequently Asked Questions Nexbridge Teleswitch Dial Sure 03TALK How resilient is the Nexbridge network? The Nexbridge network is hosted across three geographically diverse locations with all sites providing sufficient resilient hardware and connectivity to allow the network to operate in a main/standby configuration whilst providing multiple points of connection to the BT network and to other Tier 1 carriers. All Nexbridge network equipment is housed in a number of secure datacentres providing resilient dual power fed racks supported by UPS and battery backup with failover to diesel generators should a mains failure occur. All colocation sites provide stable temperature control with air-conditioning, automatic fire detection equipment and security controlled access. Network connectivity between sites is further assured through the deployment of multiple resilient fibre links provided across a highly resent fibre backbone and further Gb/s IP Transit backup links to ensure continuity of service should network interruptions be experienced. How resilient is the Nexbridge network? Nexbridge is registered with ICO for data protection purposes, and operates a clear data security policy supported by the highest levels of access control, data encryption and auditing. Real time offsite backups are carried out and intensive 24/7 monitoring ensures that any potentially harmful attacks that are identified are highlighted, blocked and reported. Nexbridge is also Level 4 PCI Compliant to give you additional assurance that your information is in safe hands. I run a small call centre. How can Nexbridge benefit me? We understand the pressures of running a small call centre and the need to make best use of the data you purchase to support your outbound sales team. Nexbridge's Dial Sure product provides an extremely cost effective solution to maximising your return on the investment you've made in your data, by guaranteeing to increase your contact rates. Dial Sure achieves this increase through clever use of CLI Localisation - an innovative way of tailoring your presentation CLI to an area close to that of your customers' telephone exchange area. When your customers receive calls from you, they are statistically more likely to answer your calls, providing you with a much improved prospect of communicating with them. Further information on Dial Sure and CLI Localisation can be found by following this link. You'll also find our TPS Compliant service of interest. TPS Compliant will ensure any concerns you may have about breaching PECR regulations (and the attendant £500k fines associated with such breaches) are avoided. Making unsolicited calls to an individual registered with the Telephone Preference Service (TPS) or a business registered with the Corporate Telephone Preference Service (CTPS) means you will be in breach of the Privacy and Electronic Communications Regulations (PECR) which are enforced by the ICO (Information Commissioner's Office). Find out more about TPS Compliant. With which carriers does Nexbridge interconnect? At Nexbridge, we are constantly reviewing our carrier relationships to ensure that we are able to offer the keenest rates and highest quality calls for our customers. We interconnect with BT IP Exchange at most IP Exchange PoPs to ensure redundancy in connectivity and high volumes of call capacity. In addition to BT, Nexbridge has interconnect relationships with Verizon, Gamma, COLT and AQL, to name a few, in order to provide domestic and overseas call termination. What services does Nexbridge offer? Nexbridge provides telecommunications services catering for customers wishing to simply connect to us for: Telecoms Switching and Infrastructure - services including call routing and interconnection, through to full softswitch provision for an organisation wishing to become a Communications Provider (CP) in their own right; host number ranges on their partition and provide onward call routing to their own call servers or call management platforms. More information is available at this link. Our Dial Sure product provides a CLI Localisation Service targeted at contact centres wishing to increase their contact rates and improve the efficient use of their calling data - Details of our Dial Sure Service and connectivity options can be found by following this link. What is a softswitch partition? A softswitch partition is a carrier grade, modular IP based device designed in such a way as to allow SIP based calls to be routed from registered endpoints (such as SIP Switches/SBCs/Gateways) and allow control of the signalling of traffic entering or leaving those through those endpoints. CDRs (or IPDRs) generated by a softswitch are used for the purposes of billing for calls that transit the platform. Monitoring and alerting elements of a softswitch are usually routed to an external fault or network monitoring system for analysis. Based upon OpenSIPS and developed by Nexbridge's highly skilled engineering team with many years experience of IP based voice networking, Teleswitch has been specified to handle very high call volumes with the emphasis being on quality. The software is housed on industry leading hardware platforms with full vendor support. By taking a Teleswitch softswitch from Nexbridge, you have the ability to host Ofcom allocated numbers (or take sub-allocations from Nexbridge); connect your own carriers to your partition all without the hassle of operating your own switch. Call Data Records (CDRs) will be provided to allow you to bill your customers/carriers and a portal provided for access to key information. Information on the Teleswitch Softswitch Partition service can be found by following this link. I have my own number ranges. Is Teleswitch for me? Of course - With a Teleswitch partition, you are able to host your number ranges on your switch partition and route them inbound via BT IP Exchange. You can then use your partition to determine where you wish to onward route your calls: perhaps you'd like to route them to a call management platform that you can host with us in our secure datacentre hosting facilities; or maybe you want to deliver the calls to another endpoint that routes to a service or set of features on a platform you already have at another site - the choice is yours. Further details of the Teleswitch configuration options can be found by following this link. I don't have any number ranges. Is Teleswitch for me? If you don't hold any Ofcom number ranges but wish to offer inbound services, no problem. Why not take sub-allocations from Nexbridge? We can sub-allocate anything from a single number to many hundreds of numbers (or even help you with number applications through Ofcom for 1,000 or 10,000 number blocks). If you simply wish to use your partition to gain access to carrier rates for outbound telephony, and wish to connect your own carriers and have no need for inbound services, then again, Teleswitch will support your carrier connectivity requirements. Teleswitch information can be found by following this link. I have number ranges from several CPs. Can I still make use of Teleswitch? As a Teleswitch customer, you can leverage Nexbridge's number portability relationship with BT IP Exchange to allow importing of numbers from other Communications Providers. If you currently host Ofcom-allocated number ranges with another CP, you can also re-host those ranges (Nexbridge can manage the Data Management Amendment (DMA) process for you) to your partition and consolidate all of your services in one place, and manage you traffic more efficiently. Details of our Teleswitch Softswitch service are provided at this link. What are your costs for call termination? Since Nexbridge enjoys multiple carrier relationships and handles very large call volumes, we are able to offer very competitive call termination rates for both domestic and international destinations. Our rates are constantly reviewed and prices for specific destinations based upon volume can be provided. All of our destinations offered are over white CLI routes, and ensure that our customers enjoy the best call quality and Answer Seizure Ratio (ASR). Further details on our carrier credentials are available at this link. What is CLI Localisation and how can it improve my contact rates? Dial Sure allows call centres to target prospects and customers much more effectively by displaying the Calling Line Identity (CLI) of a town or city close to each called party on a per-call basis. This results not only in increased contact rates for the call centre or campaign, but also a sense for the call recipient that the caller is local to them. In turn, this improves customer confidence when compared to the experience of receiving a call from either a withheld number or an unfamiliar non-geographic number - which is unlikely to be answered. In September 2011, we commissioned independent research amongst 2,000 UK consumers to understand how they would respond to calls from certain number types. Along with increases of 34% in contact rates experienced by one of our customers, the results of this survey provide a compelling justification for Dial Sure: 71% said they were either UNLIKELY TO or WOULD NOT answer a call from a withheld or blocked number. 66% responded in the same way for calls from 08 numbers. 75% said they were either LIKELY TO or WOULD answer a call from a LOCAL geographic number. It's self-evident that presenting a local CLI will improve your contact rates. Dial Sure customers have seen regular uplifts (as high as 34%) in contact rates. We're so confident about the product, we'll guarantee an uplift of 15%. What charges apply for access to Dial Sure? Dial Sure's call termination rates are extremely competitive since it benefits from Nexbridge's relationship with a range of Tier 1 carriers. Additionally, charges per call apply for CLI localisation and for hosting numbers. There is a port-fee charge which is also applied according to your overall traffic forecasts, concurrent calls and the calls per second your dialler sends to the Nexbridge network. A copy of our headline Rate Card for Dial Sure services may be found by following this link. Is the service hosted on my premises or on the Nexbridge network? Dial Sure is a hosted service that resides within the secure hosted environment of the Nexbridge Network. Customers who decide to use our SIP, IDA or dial-in access options will not in most cases require any additional on-site hardware. Those customers who are connected to a network other than BT with ISDN30 link(s) however, will require a Nexbridge (SIP) Gateway device to convert from ISDN to SIP for onward call delivery to the Dial Sure service. This device, whilst being located on a customer's premise, is installed, configured and monitored by Nexbridge's operations staff, and hence there is no requirement for the customer to operate or maintain the device. How does my call centre access the service? We understand that there are many configurations of PBX, Dialler, existing on-site connectivity, etc. that need to be considered for a customer to access the Dial Sure service. Our skilled team of sales and pre-sales staff will liaise with you throughout the initial stages of your relationship with us, to ensure that we understand your on-site setup, and assist you with completing a customer evaluation form to determine the best option for your call centre to gain access to the Dial Sure service. Once we have completed our evaluation with you, we will suggest one of four access options: SIP - Assuming you have a SIP Trunk capable PBX or Dialler, and sufficient IP transit bandwidth on site, this simple connectivity option allows us to register your PBX/Dialler to the Nexbridge network, and configure for call routing though Dial Sure. IDA - Indirect Access is primarily used for ISDN PBX customers who are able to insert an IDA prefix into their PBX and route calls via the PSTN to Nexbridge who will route your calls to the Dial Sure Service for CLI Localisation. Dial-In - Where IDA is not available, we can provide an 03 or 0845 number to access Dial Sure from customer PBXs. This option does however have limited statistical reporting due to transport of dialled numbers via DTMF. Nexbridge (SIP) Gateway - An customer sited ISDN to SIP Gateway that sits between your PBX and your ISDN30 connection, that takes ISDN call traffic and protocol converts it to SIP for onward delivery to Dial Sure in the same manner as the SIP access method described above. IP transit bandwidth is required on the customer site to deliver the SIP traffic to us, and would be dimensioned at time of evaluation. To find out more, please follow this link. Does 03TALK charge for hosting the service? In a word, no. You don't pay us a bean for using 03TALK. You simply pay your phone provider the cost of your call to the 0330 330 0330 access number. The same goes for the other callers on your conference. And what's so great about that? Well, if you have bundled minutes available at the time of the conference, the call will be included in these minutes. If not, it will be charged at landline rates (01/02 number rates). There are no additional charges. What will I be charged for calling 0330 330 0330? Under Ofcom rules, calls to 03 numbers must count towards any inclusive minutes offered by your fixed or mobile network operator in exactly the same way as 01 and 02 calls. These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone. What's more, where calls are made outside your allowance, they must cost no more than those to regular landline numbers (01 or 02). Go ahead! Dial in to an 03TALK conference from your mobile. There will be no nasty surprise when you receive your next bill. Do I need to visit the 03TALK website every time I organise a conference? Your Conference Room and PIN are permanent so there's no need to revisit 03TALK unless you need to set up another room or you'd like to use 03TALK's online scheduler to invite participants to a conference. Can I use my 03TALK conference room more than once? Yes, you may dial in using the login details provided as many times as you like. These are unique to you and with a trillion permutations of Conference Room Number and PIN, they are also very secure. If you need to create additional Conference Rooms, simply visit 03TALK.com and click on The Big Green Button. Do I need any specialist equipment? No, you can dial into an 03TALK conference from any touch-tone phone, mobile phone, landline phone, payphone and even using services such as Skype - in the same way that you would make a normal phone call. How many people can I invite to my 03TALK conference call? Our free TALKNOW service allows up to 100 callers to join a conference. Do I need to set up the call in advance? No, you don't have to schedule your call in advance. Once your Conference Room Number and PIN have been created, simply dial 0330 330 0330 to begin conferencing. Your Conference Room Number and PIN are created instantly and will remain active permanently. If you need to create additional rooms, simply visit 03TALK.com and click The Big Green Button to set up a new conference. Is my conference call time limited? No, there is no time limit to a conference call in progress and because the call is charged at geographic rates you will be paying much less for your call than with 08 conference services - so you can chat for much longer! Is the 03TALK service secure? You are allocated a random eight digit Conference Room Number and a four digit PIN, giving a trillion permutations. Users of our paid plans (coming soon) will be given an additional Admin PIN, giving access to administrative features, which allows for even greater security. Can 03TALK be accessed by callers from overseas? Yes, we offer a range of access numbers depending on your country, Please see the list below: Ireland - 1890943950 Italy - 848391205 Switzerland - 0844560190 Austria - 082040115680 Belgian - 070354820 France - 0821610550 Germany - 01805011920 If we have no number for your country you can still invite people from outside of the UK to your 03TALK conference. Should they experience problems calling 0330 330 0330 from overseas, please ask them to use our international access number (44 12345 52 330). [Please note, this number will not work for calls originating in the UK and offers no cost saving over the 03 access number for UK callers - even from mobiles.] Is there an easy way to save my 03TALK login details? We love it when we find an easy way to do something. Like dialling into a conference room. This is something we definitely don't want to keep to ourselves. It's really simple. All you have to do is append your conference room number and access PIN to the 03TALK number (0330 330 0330). Save this into your phone and you've got your conference call at your fingertips. Here's how: Save the number using the following format, 03303300330,12345678,4321 replacing "12345678" with your Conference Room Number and "4321" with your Access PIN. [If you have any problems with this speed dial number, try replacing the single commas in the dial string above with double commas.] Tell me more about the 03TALK free trial. Trials are up to 30 days duration but once the concept is proven, a contract for service is entered into. This can be at any stage during trial. Service ceases at 30 days unless a contract is in place. As Nexbridge needs to switch your traffic for Dial Sure to localise CLI, we will only charge for calls during the trial. Service and CLI localisation charges will apply once a service contract is in place.