Overview

Convergence Cloud PBX - IP Office

IP Office gives your business calling features that will improve productivity and reduce your time spent managing equipment and Service providers.  Your system will be protected with redundancy and 24/7 support.

Staying Ahead of the Curve

Cloud PBX technology has advanced considerably in recent years, and IP Office has been designed to take full advantage of these developments. At the core of our solution we utilize a Mitel Call Processing engine that has been serving customers for 4 decades (Mitel 3300). Our infrastructure also consists of the latest equipment to ensure Voice Quality and Redundancy.  With our state-of-the-art monitoring system we monitor all of our systems and yours.
We also frequently update the features for IP Office, so you and your employees always have access to cutting edge communications technology.

Hassle-Free PBX

Your phone system should help your business solve problems, not create new ones. If it’s costing you more time and money to deploy, manage, and maintain your PBX hardware than its features are helping you save, where’s the value?

An IP Office - Cloud PBX is guaranteed to stop the headaches and unnecessary expense. With “plug-and-play” IP Phones and a broadband internet connection, your business can be up-and-running with reliable, hassle-free phone service within minutes.

Built-In Disaster Recovery

As a managed service, IP Office means never having to worry about damaged hardware or natural disasters bringing down your phone system. Our fully-redundant Data Center platform keeps your phone service online no matter what the conditions are like in your area.

Even if your office is damaged or inaccessible, your IP Office will reroute your calls to available emergency phones or cell phones.

Small Office Solutions

IP Office makes a terrific hosted PBX solution for any home or small office setting. Get all the features and appearance of an enterprise PBX without the Large Company price tag.

Call Center Solutions

Convergence offers the latest call center management tools, from recording and monitoring live calls to generating visual call reports from the web.  See Convergence Contact Center

Advanced Features & Applications

Advanced Features - IP Office Offers Advanced Features and Appications to increase Productivity throughout the Organization

Unified Communicator

Unified Communicator® (UC) Advanced is Mitel's award-winning unified communications client that integrates presence and availability, secure instant messaging, audio conferencing as well as web and video collaboration with the call control capabilities of your business communications system. UC Advanced also integrates with leading business productivity tools like Microsoft Exchange®/Outlook and Office as well as IBM® Lotus Notes®.

                 Presence and Availability

Secure Internal Chat

Unified Communicator Mobile

Unified Communicator® (UC) Mobile (Mobile Extension) empowers users with a single phone number and a single voice mailbox while providing them with access to the business communications features they need - anywhere, anytime.

With UC Mobile, you can link – twin - your extension with your mobile device, your home phone or just about any other telephone number. An incoming call will simultaneously ring both your extension and the twinned device. The device that you use to answer the call establishes a voice path and the other device will cease to ring. UC Mobile extends a range of common PBX features to the selected twinned device and provides a truly integrated mobile and desktop experience by enabling seamlessly switching communications from one device to another.

Reporting Package

Convergence Reporting Package is a comprehensive call reporting solution that is available as either a single site or multi-site solution, and can optionally be integrated with the Convergence Contact Center Management Software. Robust and reliable, it enables you to monitor and control telecommunication costs and give you a true picture of how much money is being spent and who is spending it.

The Reporting Package enables you to:

• Monitor usage and establish call patterns for departments and work groups
• Track, report, and control telecommunication costs
• Perform cost recovery and carrier bill reconciliation
• Know if costs are excessive because employees are sharing toll free lines, calling restricted numbers, or calling their friends long distance

Teleworker Solution

For companies looking to cost-effectively optimize productivity, teleworking solutions allow employees "plug and work" access to the corporate voice and data network from home or on the road, seamlessly retaining all of the features and functionality enjoyed at the office.

Advanced ACD & Call Queue

Choose how your calls are forwarded, including round-robin, simultaneous, least-time, and skills-based distributions. Keep your callers in a queue for a representative during your peak hours instead of losing them to voicemail. See Contact Center

Extension Plans

Convergence IP Office - Extension Plans

Convergence offers different types of extensions so you can mix and match the set of features and phones to the right users. You have the flexibility to purchase the phones, finance the phones or with our New S/E Bundle the phones are included as a part of the service.

Economy Extension

• Mitel 5320 IP Phone
• Unlimited Nationwide Calling
• Unlimited Phone Lines
• Advanced Voicemail
• All standard PBX Features

 Prices Start at $34.99 per month

*Price includes 5320 phone (OAC)

Professional Extension

• Mitel 5330 IP Phone
• Unlimited Nationwide Calling
• Unlimited Phone Lines
• Advanced Voicemail
• All standard PBX Features
• Voicemail to Email
• Call Recording
• Reporting Package
• UC Mobile & DID

Prices Start at $39.99 per month

*Price includes 5330 phone (OAC)

Executive Extension

• Mitel 5340 IP Phone
• Unlimited Nationwide Calling
• Unlimited Phone Lines
• Advanced Voicemail
• All standard PBX Features
• Voicemail to Email
• Call Recording
• Reporting Package
• UC Mobile, DID & Fax2email.
  

Prices Start at $44.99 per month

*Price includes 5340 phone (OAC)

Executive Extension II

• Mitel 5360 IP Phone
• Unlimited Nationwide Calling
• Unlimited Phone Lines
• Advanced Voicemail
• All standard PBX Features
• Voicemail to Email
• Call Recording
• Reporting Package
• UC Mobile, DID & Fax2email.
  

Prices Start at $49.99 per month

*Price includes 5360 phone (OAC)

Voice Quality

Voice Quality and End to End Redundancy

Customer Premise

Convergence ensures that the customer's LAN and WAN are optimized by ensuring that the voice traffic (which is “real-time” traffic) has the highest priority from the phone to the switch. This is done with 802.1q VLAN tagging. When traffic is passed from the switch to the router, the traffic carries the same VLAN on the LAN side of the router. The router is set up with QoS and will tell the router that UDP traffic (voice traffic) has a higher priority as it leaves the internet connection. We prefer a non shared WAN service such as DSL, T-1 or MPLS as these circuits have a direct connection to the closest central office. The central office has a high capacity fiber optic connection to the core internet backbone. The core internet backbone routers will sense that UDP traffic is passing and automatically give it a higher priority.  However, this is rarely used as backbone interconnections are always multiple OC192 10Gbit/s or OC768 40Gbit/s and are always upgraded as usage hits 80% of capacity.

Convergence Data Center
The Convergence Systems Data Center has 8 OC48's blended 20Gbit/s, and load balanced from multiple carriers using diverse entry into the building to multiple AT&T CO’s. The Data Center has a route science load balancer that will intelligently find the quickest and best quality route, even if it’s a longer route with more hops. The Data Center has a 24/7 NOC, redundant CRAC cooling systems, humidity control, 24 hour battery backup with a generator that stores two weeks of diesel fuel.

System Architecture
When voice traffic comes in, it is routed by two redundant 6509 Cisco routers. The System is made up of a cluster of redundant Sun Servers that run Mitel call control software configured as user and trunking gateway systems. Dial tone is provided by multiple PRI's coming from multiple fiber connections, backed-up by SIP trunking that can be routed over one of the 8 OC48 connections. All telephony applications run on a high available VMware environment tied into a SAN.

Security

Keeping your calls secure is our top Priority

Voice Encryption

To ensure the confidentiality of communications, all voice packets passed between the remote IP phone and the Mitel Border Gateway are encrypted using the Secure Real-time Transport Protocol (SRTP), a security profile for RTP, which has emerged as the de facto industry standard for securing voice streams over IP.  Secure RTP adds confidentiality, message authentication and replay protection to that protocol. Specifically, Secure RTP defines a set of default cryptographic transforms and allows new transforms to be introduced in the future.  The security benefits of Secure RTP include:

• Confidentiality of the RTP payloads, as well as protection against replayed packets
• Low bandwidth cost, i.e., a framework preserving RTP header compression efficiency, and limited packet expansion
• Low computational cost
• High tolerance to packet loss and re-ordering, and robustness to transmission bit errors in the encrypted payload

Secure RTP is ideal for protecting VoIP traffic because it can be used in conjunction with header compression and has no effect on IP Quality of Service (QoS). These attributes provide significant advantages, especially for voice traffic using low bit rate voice codec’s such as G.729.

Signaling Encryption

In order to protect the confidentiality and integrity of the MiNET signaling, the MiNET connection between the remote IP phone and the Teleworker Solution server is fully encrypted using industry standard TLS/SSL encryption.

 IP Phone Authorization

In addition to protecting the confidentiality of the voice stream and Convergence signaling, Convergence's gateway is designed to prevent unauthorized remote phone users from gaining access to corporate voice resources. This is accomplished by restricting access to specified IP Phones based on a unique identifier sent by the phone to Convergence's Gateway in a MiNET control message. That unique identifier is the MAC (Media Access Control) address of the phone. The first time an IP Phone attempts to send a registration message to the Convergence gateway, its MAC address is automatically logged and entered into a table that is displayed on the solution’s web interface.  By default, the phone is disabled and therefore will not be able to connect to the outer layer of the Gateway.
 

Features

Features - IP office boasts an extensive Feature List

Service Features

• Attendant Hold - Remote Retrieve        

• Auto Attendant
• Callback - Cancel    
  
• Callback - Cancel Individual        
  
• Callback - Setup (one digit only)      
  
• Called Party Features - Override        
  
• Call Forwarding - Busy (External Source)      
  
• Call Forwarding - Busy (Ext & Int Source)    
  
• Call Forwarding - Busy (Internal Source)      
  
• Call Forwarding - End Chaining        
  
• Call Forwarding - Follow Me       
  
• Call Forwarding - Follow Me - Third Party        
  
• Call Forwarding - I Am Here        
  
• Call Forwarding - No Answer (External Source)      
  
• Call Forwarding - No Answer (Ext &  Int Source)      
  
• Call Forwarding - No Answer (Internal Source)        
  
• Call Forwarding - Override        
  
• Call Hold      
  
• Call Hold - Remote Retrieve     
  
• Call Hold - Retrieve     
  
• Call Park       
  
• Call Park - Retrieve       
  
• Call Pickup - Dialed     
  
• Call Pickup - Directed      
  
• Call Privacy
• Call Record Always
• Call Record Ad Hoc        
  
• Camp on - Retrieve      
  
• Camp on - Setup (one digit only)          
  
• Clear All Features      
  
• 6 Party Conference Call      
  
• Conference Call Split     
  
• Dialed Day/Night Service - Activate    
  
• Dialed Day/Night Service - Inquire      
  
• Direct Page    
  
• Direct Voice Call    
  
• Do Not Disturb 
• Do Not Disturb - Cancel    
  
• Do Not Disturb - Cancel Remote    
  
• Do Not Disturb – Remote
• Flexible Answer Point    
  
• Flexible Answer Point Cancel All        
  
• Force Party Release        
  
• HCI/CTI Application        
  
• Last Number Re-dial      
  
• Loudspeaker Paging      
  
• Make Busy - Setup        
  
• Make Busy - Cancel        
  
• Meet Me Answer    
  
• Message Center - Direct Read        
  
• Message Center - Password Definition        
  
• Message Center - Remote Read        
  
• Message Waiting - Activate    
  
• Message Waiting - Deactivate    
  
• Message Waiting – Inquire
• Mobile Extension/Cell Phone Twinning    
  
• Music on hold Standard
• Music on hold Custom
• Non-Verified Account Code        
  
• Override (one digit only)   
  
• Personal Speed call - Invoke        
  
• Personal Speed call - Remove    
  
• Personal Speed call - Store    
  
• Phone Lock        
  
• Phone Unlock        
  
• Remote Clear All Features
• Remote Phone connectivity    
  
• Repeat Last Number Saved        
  
• Save Last Number
• Silent Monitoring notify
• Silent Monitoring do not notify            
  
• Multiline Set Headset - On        
  
• Multiline Set Headset – Off        
  

• Automatic Call Routing to a Mailbox
• Automatic Message Erase/Save
• Automatic Routing for Rotary Dial Callers
• Call Forward to a Mailbox
• Call Screening
• Call Routing Mailbox
• Caller ID
• Caller ID with Return Call
• Calling (Logging Onto) a Mailbox
• Calling the Automated Attendant
• Conversation Record
• Day, Night, and Holiday Greetings
• Dial Action Tables
• Directory Dialing
• External Transfer
• Flexible Answering Schedules
• Flexible Call Routing
• Flexible Mailbox Numbering Plan
• Forced Unscreened Transfer
• Forwarding Calls to a Mailbox
• Forward Copy to Email
• Group Mailbox
• Guest Mailbox
• Help
• Instruction Menu
• Last In/Last out
• Local Notification
• Log Onto Voice Mail
• Master Mailboxes
• Message Count Display
• Message Forward
• Message Length
• Message Notification
• Message Playback Direction
• Message Reply
• Message Retention
• Multiple Company Greetings
• Multiple Languages
• Next Call Routing Mailbox
• One-Touch Forwarding
• One-Touch Mailbox Access
• One-Touch Mailbox Retrieval
• Operational History Events
• Personal Answering Machine Emulation
• Record a Conversation
• Remote Log On
• Remote Message Notification
• Return Call (with Caller ID)
• Screened Transfer
• Speech Enabled AA
• Speech Enabled Directory
• Speech Enabled Mailbox navigation
• Text to Speech
• Time and Date
• Time and Date Stamp
• Time and Date Stamp (with Caller ID Storage)
• Transfer by Extension
• Transfer to a Mailbox
• Transfer to an ACD/UCD Group
• Transfer to an Extension
• Transfer to the Automated Attendant
• Undefined Routing
• Undefined Routing Intercept
• Unscreened Transfer
• Urgent Message
• Voice Mail Overflow
• Volume Control
• Web Mail Box Manager