Business and Residential Services
Home Phone
Home Phone lines include basic dial tone functionality, inbound and outbound calls, call forwarding, call waiting, simultaneous ring, call screening, voicemail, and emergency calling for residential use. Only one Home Phone line is permitted per account.
Cloud PBX (Legacy)
Cloud PBX has been replaced by Business Cloud Communications.
Business Lines
Business Lines provide simple phone lines for analog devices. Includes basic dial tone functionality, inbound and outbound calls. Includes emergency calling, call forwarding, call waiting, simultaneous ring, call screening, hunt groups, and optional voicemail.
Managed Specialty Lines
Managed Specialty Lines provide a bi-directional phone service intended to replace legacy analog plain-old-telephone-service (“POTS”) lines with basic dial tone functionality and emergency calling. Intended to support end-user applications such as fire alarms, elevator phones, POS machines, and any other device that requires an FXO/FXS handoff to access the PSTN.
Virtual Fax
Virtual Fax provides a two-way, dedicated line, supporting email originated and received faxes for individual users. Currently available in connection with the Business Cloud Communications, Cloud PBX, and SIP Trunking services.
SIP Trunking
SIP Trunking provides PSTN access to a business PBX with a defined number of concurrent call paths. Includes basic dial tone functionality, inbound and outbound calls, emergency calling, and various failover and overflow routing options. Can also be configured to provide local short-code services and extension-to-extension dialing. SIP Trunking cannot be provisioned behind USA & Canada Bundled TNs.
Business Cloud Communications – Standard
Each Business Cloud Communications – Standard user license includes the following features: cloud-based PBX functionality, extension-to-extension dialing, multi-site functionality, custom call handling, voicemail, call park, presence, Virtual Fax, unlimited auto-attendants with call group and call queuing functionalities, and more.
Business Cloud Communications – Advanced
Each Business Cloud Communications – Advanced user license includes all Standard features plus the following: ten Alianza UC application installations (mobile and desktop), one-to-one and group chat messaging, click-to-dial, and basic call recording powered by Dubber (stored locally or within Dropbox).
Business Cloud Communications – Professional
Each Business Cloud Communications – Professional user license includes all Standard and Advanced features plus video conferencing and screen sharing.
Alianza for Microsoft Teams
Available at an additional cost for Alianza’s Business Cloud Communications services, each Alianza for Microsoft Teams user license enables the full suite of BCC features for use with Microsoft Teams’ native dialer. A separate Microsoft Teams Phone System license purchased from Microsoft is required for each user.
Dubber Recording
Available at an additional cost for Alianza’s Business Cloud Communications – Advanced or – Professional user licenses, Dubber Recording provides access to world-class call recording features, including data privacy compliance, pause-and-resume recording, information tagging, a workspace web application, single and bulk recording deletion, single and bulk recording download, recording share, and more.
Dubber Unified Recording
Each Dubber Unified Recording user license includes all the Dubber Recording features plus audit reporting, data export, and unlimited call recording retention.
Dubber Insights
Each Dubber Insights user license includes all the Dubber Unified Recording features plus legal hold support, advanced keyword search, AI-powered transcriptions, AI-powered sentiment and emotion analysis, and notifications.
Contact Center Services
Alianza’s contact center provides an omni-channel solution on a concurrent agent basis that dynamically scales to meet the most demanding contact center operations.
Contact Center – Silver
Each Contact Center – Silver concurrent agent license provides inbound and outbound queuing, skills routing, basic IVR services, supervisor and administrator role support, and more.
Contact Center – Gold
Each Contact Center – Gold concurrent agent license includes all Silver features plus advanced IVR services and call recording.
Contact Center – Platinum
Each Contact Center – Platinum concurrent agent license includes all Silver and Gold features plus in-call surveys, workforce scheduling, appointment reminders, and more.
Carrier Services
All Cloud Communications Platform services require carrier services. If the customer subscribes to Alianza-provided carrier services, Alianza shall provision the carrier services described below from its preferred vendors on the customer’s behalf. If the customer elects to source its own carrier services, the customer shall ensure those carrier services comply with the requirements for integration with the Cloud Communications Platform provided by Alianza and Alianza shall (1) direct all customer provided carrier services traffic to end points as reasonably directed by the customer and (2) shall transmit 911 address information to applicable third-party emergency service providers based on address information provided by the customer or end users. All emergency services calls placed from a softphone on a mobile phone will be redirected to the native mobile dialer of the mobile phone for processing.
Local Number Portability
The process by which (1) a telephone number is moved from one carrier to another or (2) a change is made to an existing telephone number type.
Unprovisioned E911
Calls placed from improperly configured or non-validated subscriber services are routed to a centralized 911 call center and then to the local PSAP, rather than directly to the local PSAP.
USA & Canada Bundled TN
Each USA & Canada Bundled TN includes the telephone number, directory listing, caller ID, CNAM, and E911 routing (some features may not be available in all areas). USA & Canada Bundled TNs include 600 minutes of both origination (from anywhere) and termination (to USA-48 states and Canada) averaged across all USA & Canada Bundled TNs. Overage charges, as well as all calls to destinations outside of the USA-48 States and Canada, are billed as metered usage.
Unbundled TN
Each Unbundled TN includes the telephone number, directory listing, caller ID, CNAM, and E911 routing. All calls (both inbound and outbound) to all destinations will be billed as metered usage.
Inventory TN
Each Inventory TN represents a telephone number activated in the customer’s account without assignment to any residential or business service. Inventory TNs do not include caller ID, CNAM, any origination or termination, or any other feature generally available through another TN service.
Unbundled E911 TN Routing
The process by which all emergency service calls from non-ACS telephone numbers on a single customer partition on the Cloud Communications Platform are provisioned for routing to the appropriate PSAP by Alianza’s preferred E911 vendors.
Toll-Free TN
Each Toll-Free TN includes the TN, caller ID, and CNAM (inbound only). All calls associated with Toll-Free TNs are billed as metered usage.
Metered Usage
Metered usage includes directory assistance, N11 services, inbound and outbound calling, and other services for which usage charges are provided in Schedule A.
Voice Analytics Portal
The Voice Analytics Portal is a cloud-based application that enables monitoring and troubleshooting of voice quality. It provides network search tools and near-real time dashboards to assist support and operations teams in their daily responsibilities.
Business Text Messaging Services
Business Text Messaging – Standard
The Business Text Messaging – Standard service includes unlimited inbound SMS and MMS messages and up to 500 combined outbound SMS and MMS messages. Features include contact management, templated messages, schedule-based automated responses, and reporting. Designed for smaller business with low sending volume.
Limited to one user and one phone number.
Business Text Messaging – Advanced
The Business Text Messaging – Advanced service includes unlimited inbound SMS and MMS messages and up to 2,000 combined outbound SMS and MMS messages. Features include all BTM Standard features plus keyword intelligent automated responses, multi-user portal, and scheduled marketing campaigns. Designed for businesses with multiple branches and department-specific texting numbers.
Multiple users or business text messaging TNs available.
Business Text Messaging – Professional
The Business Text Messaging – Professional service includes inbound and outbound SMS and MMS messages billed at a per-message rate based on message type. Features includes all BTM Standard and BTM Advanced features. Designed for business with variable messaging volume.
Multiple users or business text messaging TNs available.
Business Text Messaging – User
One Business Text Messaging – User is included within each of the business text messaging services. Additional users are available only for the Advanced and Professional services.
Network Connectivity Services
The customer’s use of the Cloud Communications Platform requires data connectivity between the customer’s network and the Cloud Communications Platform in accordance with Alianza’s architecture recommendations and best practices. Unless the customer elects to obtain private network connectivity, the customer’s network connection will be over the public internet.
GRE Tunnels
GRE tunnels to each of Alianza’s data centers using customer provided, redundant network edge devices.
Megaport Private Connectivity
Private circuits to each of Alianza’s data centers provided through Alianza’s authorized vendor, Megaport (www.megaport.com).
EPL Circuits
EPL circuits to each of Alianza’s data centers using customer provided network equipment capable of BGP and of terminating private connectivity circuits.
CLOUDEDGETM Node
Alianza’s CLOUDEDGETM nodes are a cloud telephony transition solution that provide access gateway control for non-SIP endpoints, 911 failover, and local survivability for SIP and non-SIP endpoints during a community isolation event. The customer must complete a Data/IP and Telco Services Questionnaire to identify necessary steps to establish IP connectivity to Alianza. After the site-specific data is gathered, Alianza or an Alianza-approved partner must (1) perform the Alianza CLOUDEDGETM node configuration and software development; (2) perform the software installation and network integration; and (3) present the acceptance test plan to the customer.
Bria Services
Bria Enterprise – Basic
The Bria Enterprise – Basic user license includes up to four softphone licenses per user with cloud-based provisioning.
Bria Enterprise – Standard
The Bria Enterprise – Standard user license includes all Basic features plus messaging, presence, and analytics/voice quality reporting.
Professional Services
OSS / BSS Partner Integration
Alianza may consult with the customer to interoperate pre-approved OSS/BSS partner solutions with Alianza’s APIs.
Custom Projects
Alianza may provide the customer with custom engineering, device certifications, API integration, OSS/BSS integration (with a provider that is not an Alianza pre-approved partner), rate center buildouts, etc.
Migration Services
Alianza may provide migration services to enable the migration of users, features, and devices from the customer’s existing platform to the Cloud Communications Platform. Migration Services include data extraction, transformation, and loading processes to migrate critical information accurately and efficiently. Migrations Services also involve planning, testing, and validation checks to minimize downtime and to enhance service continuity throughout the transition.
Custom Branding Services
Custom Branding
Alianza may provide custom branding services to enable the development, customization, and publication of the user portal and mobile and desktop UC apps.
Publish
Publish includes end-user portal branding and Alianza UC app branding using customer provided brand logo and color palette and a one-time publishing of mobile app store listings for Apple and Android.
Sustain
Sustain includes Publish services, quarterly publication of mobile app store listings for Apple and Android, and quarterly verification of the customer’s desktop UC app. The customer remains responsible for hosting its own desktop links.
Emergency Services
Emergency Services for Alianza Carrier Services
Alianza’s E911 emergency services facilitate the routing of emergency 911 calls placed from devices located in the United States and Canada to the appropriate PSAP based on the physical address currently registered in the Cloud Communications Platform. Alianza’s emergency services are exclusive of services offered by PSAPs or other emergency services response centers (which are considered Third-Party Services). Alianza emergency services support the calling of 933 for the audio playback of the emergency services address. NOTE: 911 and 933 calls placed from a softphone on a mobile phone will be redirected to the native mobile dialer of the mobile phone for processing.
Requirement to Register and Update Location Information
The customer shall register a valid and verified physical location with Alianza upon original provisioning of each Subscriber’s service and immediately upon any end user location change. The customer acknowledges, and shall inform Subscribers, that the physical location registered will be the only location transmitted to the emergency call taker and that the failure to maintain accurate location information may result in 911 communications not functioning properly. When the customer or Subscriber notifies Alianza of a change in the registered location, there may be a delay in making the new registered location available to route 911 calls and to advise the appropriate emergency call taker of the new registered location.
E911 Limitations and Restrictions
The customer acknowledges that E911 service does not have the same functionality or availability as that associated with traditional wireline 911 services and is subject to certain limitations and restrictions including those described herein. The customer acknowledges that it has been informed by Alianza, shall inform all Subscribers, and shall require all Subscribers to notify any potential end user, that E911 service will not function properly for any of the following reasons:
- the customer fails to provide an accurate, verified, and updated physical location;
- loss of electrical power or any interruption to any equipment in the critical path between the device and the Cloud Communications Platform;
- loss or interruption of internet access;
- improper installation or failure of a device, or any other software or hardware in the critical path between the device and the Cloud Communications Platform;
- suspension, disconnection, termination, or failure of the service to function for any reason;
- the caller attempts a 911 call from a location different from the physical location registered with Alianza; or
- due to technical factors in network design or due to network congestion there may be a possibility of a busy signal or abnormal wait times.
E911 Disclosure/Acknowledgement
The customer shall require all Subscribers agree to an E911 service limitation disclosure/acknowledgement before initiating any Subscriber Services, wherein the Subscriber acknowledges that it understands the limitations on E911 service as compared to traditional wireline 911 service.
E911 Limitation of Liability and Indemnity
Alianza and its affiliates, officers, directors, employees, consultants, agents, licensors, suppliers, and resellers will have no liability to the customer, its Subscribers, end users, or any third party, and the customer waives all claims and causes of action, arising out of or related to customer, its Subscribers, end users, or any third party’s inability to dial 911 or any emergency telephone number or to access an emergency service operator or emergency service. The customer hereby releases and agrees to indemnify, defend, and hold harmless Alianza, its affiliates, officers, directors, employees, consultants, agents, licensors, suppliers, and resellers from any and all claims, liability, damages, losses, expenses, or costs (including but not limited to attorneys’ fees and costs of suit) by or on behalf of the customer, its Subscribers, end users or any other third party arising from or related to the failure of 911/E911 to function or function properly, Alianza’s provision of 911/ E911 services or failure to provide access to 911/ E911 services. These limitations apply to all claims regardless of whether they are based on breach of contract, breach of warranty, service liability, tort or any other theory of liability.
