Below is a guide for you, the dealer, to use with regards to planning out your customer’s phone lines, data requirements, and hardware requirements. We understand there is a lot that goes into assisting your customers with converting from their existing PSTN phone systems to VoIP phone systems and service. We want to do everything possible to help the process go smoothly for everyone involved. By following the guidelines below, you can expect things to roll out in an orderly fashion:

1) Determine customer service requirements and submit via fax to Cityvoice [fax: 603-659-5722]. Get a copy of a recent phone bill & Internet service bill from customer and fax to Cityvoice as well. Be sure to discuss with your customers how they plan to integrate their existing network with any new implementation. We highly recommend that your VoIP phone system’s Internet connection be given traffic priority over any other data traffic on the network. The voice data is very sensitive to time delays and it is important to keep the bandwidth available to your phone equipment at all times. Any bandwidth contention is eventually going to cause degradation in call quality if not addressed before it becomes an issue. There are many QOS [Quality Of Service ] devices on the market today that can be used in conjunction with your VoIP equipment to maintain call quality. Be sure to discuss these options with your customer.

2) Quote pricing to customer for required Cityvoice service plan(s), bandwidth requirements/internet service plan, hardware requirements, and installation costs. Be sure to include all equipment, service plans, and installation costs in the estimate for customer.

3) If ordering T1 service, get signed T1 contract & submit to Cityvoice. If ordering any other service [DSL, cable, etc] please discuss bandwidth requirements with a technician at Cityvoice. Have your questionnaire from line one above submitted for review by our technicians.

4) If ordering T1 service, obtain 1st months payment up front in full from customer. We will not begin the order process without a signed contract and first month’s payment.

5) If ordering T1 service, order any required T1 serial interface equipment and ship to starship for configuration. Equipment cannot be shipped to customer w/o circuit provisioning info from AT&T provided to Cityvoice first unless the customer wishes to setup his/her own equipment. Cityvoice will require a one-time setup fee of $150.00 on any T1 installation that requires our technicians to configure the customer’s T1 serial interface hardware. If you are ordering a T1 with Cityvoice, we will be having conference call with AT&T after the order is submitted to verify site contact, demarc location, and public IP address requirements. Be sure to have this information available to us upon request. If you don’t, it will delay the order!

6) If purchasing VoIP phone hardware through Starshipcorp®, place your order for your phone system & handsets at this time.

7) Once the phone system is purchased and shipped, you [the dealer] can begin setting up the unit to work with our service. Below are examples of items that can be preconfigured ahead of time:

a) User list/accounts

b) Handsets

c) Configure the SIP proxy trunks and program all did routes for numbers in the customer’s account.

d) Install any required feature keys/licenses for the phone system.

e) Call routing plans for the individual user ext’s

f) The system dial plan for the entire outbound calling

Cityvoice will assist with the setting up of the long distance voice trunks at no charge to the dealer or customer. If you require Cityvoice to perform any other phone system configurations, there will be a technician charge of $100/hr.

We highly recommend that you take the time to train your customers in the use of their new phone system. Provide the end users with user manuals and quick start guides so they can take some time to read about the features and ask you questions.

When you and the customer are ready to connect the system onsite, schedule a time during the customer’s non-business hours to send your technician to connect the phone equipment to the existing copper lines and test the phone system. So long as the existing copper lines are connected and the VoIP settings are in place, the cutover from one provider to the other should be seamless.

8) By this point, all the customer contracts for data and equipment should be signed for and paid. If ordering a T1, the circuit should be turned up at the demarc within 30 days of our conference call with AT&T. if the customer is ordering VoIP long distance phone service, they may sign up at www.cityvoice.biz under the plans sections at this time. Currently, the long distance service plans require a credit card for signing up, however we will be accepting electronic bank transfers within the next few weeks [as of 6-19-06]. It is at this point that you will begin the process of porting any business number(s) that the customer wishes to use with the SIP voice trunks and order any new did blocks. Number porting takes approximately 3-5 weeks and new did requests take 7-14 days.

9) Make sure that the customer has a minimum of one copper line that will not be dedicated to security system or fire alarm system. This copper line will connect to the SIP phone system and will be used in the event of power failure, network failure, and 911 emergency services. It is required or we will not complete the cut until one is provided, no exceptions!

10) Once the T1 is ready to be “ turned up ”, you will need to schedule a technician to be onsite to connect premise equipment and test. The site technician for T1 installations will need the number for the AT&T technician handling the circuit turn-up. The site technician will also need a laptop with both Ethernet and serial Cisco console cable if using a Cisco serial interface device. An onsite technician for a T1 turn-up is a requirement! If the customer wishes to provide their own onsite technician, be sure to explain the requirements to them.

11) Once the customer’s data service is tested, you can connect the phone system and establish VPN accessibility, check SIP registration, place test calls inbound and outbound. Also, be sure to verify functionality of all installed feature keys.

If all the steps above have been followed, you should have a working phone system installed for your customer at this time. If you run into problems with any of the procedures above, be sure to contact us as soon as possible so that there are no problems on the day of the cutover from the old phone provider.