SIP Trunk Service - MTN Business

MTN SIP Trunk
Service Description
MTN SIP Trunk, is a telephony solution, delivered to a customer using a combination of IP technologies to provide
access to the MTN Business voice network.
Security is provided at the boundary by means of a SIP-aware Firewall, plus Call Admission Control (CAC) and
Multiprotocol Label Switching (MPLS) connectivity ensure high quality voice connections.
MTN SIP Trunk is provided independently of the connectivity. We do
this to enable fit-for-purpose solutions. MTN SIP Trunk has variations
depending on the connectivity that is used and the features that are
required. The connectivity variations for MTN SIP Trunk is Best-
Effort and Premium.
SIP Trunk Best-Effort is any SIP Trunk over ADSL or satellite
regardless of whether the service is over the Internet or a MPLS VPN.
The grey lines in the figure alongside are Best-Effort SIP Trunks.
SIP Trunk Premium is any SIP Trunk that uses reliable connectivity
such as Fibre, Diginet or BroadLink that is routed via a voice capable
MPLS VPN. The purple lines in the figure along side is Premium SIP
Trunks
We will provide Best-Effort and Premium SIP Trunks to you even if
you have taken an MPLS VPN from our competitors. It is our mission
to provide you with the best voice service hence it is our preference to
provide the connectivity and SIP Trunk where possible.
The MTN SIP Trunk has also been designed to provide different levels of functionality. We provide a Basic SIP
Trunk and an Advanced SIP Trunk. The Basic SIP Trunk is similar to a PRI or a SIP Trunk that is currently provided
in the industry. An Advanced SIP Trunk introduces user and core features which are not available on most SIP Trunk
products. With our Advanced SIP Trunk, you will be able to make video calls and high definition voice calls. With our
Advanced SIP Trunk you can add additional per user features such as UniPresence for nominated extensions.
These are Value Adds which supplements the Advanced SIP Trunk. These Value Adds cannot be added to a Basic
SIP Trunk. With MTN SIP Trunk, you don’t need a Hosted PBX service to get Hosted PBX functionality. This is great
for PBXes that are not quite ready to be retired but an organization that wants cutting edge capabilities. The table
below illustrates the features that MTN SIP Trunk has. The description of these features can be provided upon
request.
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Feature capability
Connectivity options
Premium
Best Effort
Basic Geographic number or 087 numbers
Make and receive voice/fax calls.
Send & Receive CLI
CLI Delivery blocking
Outbound call screening
Call forwarding
Advanced Simple features above
SIP Connect compliant
Account/Authorisation codes
Custom ringtone
Inbound call screening
Instant Conference
Video calling
HD Voice
Advanced Call forwarding
Value Adds
UniPresence Hosted PBX
Business
Click-to-call
Hosted PBX
Voice recording Standard
Unified Voicemail
Business
Continuity
Hosted PBX
Premium
Network-based
Music-on-hold
Network-based
Auto Attendant
Receptionist
Call Centre
Remote Worker
Sequential dialing
It is also important to mention that the Basic and Advanced SIP Trunk are subsets of the Best-Effort and Premium.
The resultant naming convention is:
MTN SIP Trunk Best-Effort Basic
MTN SIP Trunk Best-Effort Premium
MTN SIP Trunk Premium Basic
MTN SIP Trunk Premium Advanced
Key terms specific to MTN SIP Trunk
SIP Trunk rules
o A SIP Trunk cannot have less than 5 channels
o The customer must ensure sufficient bandwidth to cater for the number of channels requested (as
advised by MTN)
o The customer must purchase sufficient MPLS bandwidth on the MTN Business network based on
the number of concurrent calls requested.
o The customer is charged the on-net call rate if the customer does not pay for MTN Business MPLS
bandwidth to carry the voice traffic.
o The SIP Trunk is a month-on-month contract
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o SIP Trunk over a contended connectivity must be offered as a Best Effort SIP Trunk.
o Customer must either choose a Basic SIP Trunk or an Advanced SIP Trunk.
o Value Adds can only be added to an Advanced SIP Trunk.
Codec
o MTN Business will accept G.729a, G.722, T.38, H.264 and H.263 calls. MTN Business will accept
G.711 fall back for T.38 calls.
o HD voice and video calls will not be routed outside of our network.
o HD Voice and Video calls are dependent on the type of end-point used.
o The customer must purchase Advanced SIP Trunk to route Video and HD Voice through the MTN
Business network.
Access
o The customer can use any connectivity mechanism which MTN Business provides but MTN
Business cannot guarantee voice quality in all cases.
Traffic pricing
o Please refer to the MTN SIP Trunk pricing sheet.
Media
o Customer must provide Music-on-hold or Custom Ring back media.
o Both media must have the following characteristics
• not exceed 120 seconds in length
• encoded as 8 bit A-law and mono not stereo
o Customer takes responsibility to ensure that no digital rights are being infringed by using the media.
o Customer will pay for all licenses associated with the media and provide proof of such payments.
Business Continuity
o Each SIP trunk used for business continuity is charged for separately and in addition to the primary
SIP trunk.
o Load balancing is provided for inbound calls as per the user-defined load split.
o Load balancing for outbound traffic must be applied at the on-premise equipment such as a PBX,
Enterprise SBC or a Gateway
o Business continuity to a DR site
• All incoming calls can be forwarded from the initial SIP Trunk to the DR SIP Trunk.
• The customer must purchase MPLS VPN Ports for each SIP Trunk else they will be
charged the on-net rate for every call that is forwarded.
• The flat fee for on-net calls cannot be used for Business Continuity.
Multi-Area Routing
o The customer can request multi-area routing for SIP trunk as long as they take responsibility to
ensure that the geographic number will remain within the geographic area as determined by the
E.164 number and ICASA regulations.
o MTN Business reserves the right to terminate the multi-area routing solution if the customer is
deemed to utilize the service in a manner that contravenes the ICASA regulations.
o MTN Business cannot guarantee the proper functioning of emergency numbers as the customer
controls the allocation of the geographic number.
o The customer must pass the full caller line identity for outbound calls. CLI can be “private number”
but must not be empty.
Enterprise SBC will be provided upon request only. The SBC is charged for separately.
08xx business rules
o Customer can route their inbound 08xx traffic to MTN Business PRIs under the following conditions
• Customer wants to retain their 08xx number
• Inbound traffic does not exceed 10 concurrent inbound calls
o Customer must purchase a SIP Trunk or Hosted PBX service for 08xx routing
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o Customer can add Auto-Attendant and other optional value adds to this service
o Customers with more than 10 concurrent inbound calls
• Routing options
Customer can move their PRI to MTN Business data centre (data centre costs
will apply) or
Customer can install a gateway on-site that will re-route traffic to the required
extension (underlying bandwidth to be provisioned)
o If the customer is moving the their PRI to MTN Business data centre then the customer can
temporarily use MTN Business PRIs if there is sufficient capacity
o Customer must inform MTN Business 2 week in advance if they are expecting additional inbound
traffic that exceed the original estimated concurrency
o Responsibilities
• Customer must perform the change to the trigger number
• MTN Business will provide the trigger number to the customer and will be responsible for
routing the traffic.
• MTN Business will provide the gateway and management of the device
Malicious use of PABX system
o MTN Business will not pass any credits to your account, due to calls generated as a result of a
breach in your PABX system. It is the customer’s responsibility to ensure that their PBX network is
adequately protected.
The customer can cancel the voice service with 30 days notice.
Terms and Conditions
Words and phrases defined in the Service Description shall have the same meaning in this Service Order.
1. MTN Voice over IP Service
a. MTN Business agrees to provide the Customer with the Service. For MTN Business provided SIP
Trunking services, the Customer and MTN Business shall enter into a Customer Proposal which
shall be incorporated herein by reference.
b. Resale of the Service is not permitted unless specified in the terms of the applicable Master
Agreement.
2. Activation of Service
a. Subject to paragraph 2.2, the Service Activation Date shall be (i) the date of delivery of the Ready
for Service Notification or, (ii) if earlier, where no Ready for Service Notification is received by the
Customer, the first date that voice calls can be made or received at the Customer Site.
b. In relation to the MTN Business provided SIP Trunk service the Service Activation Date shall be (i)
for purchase of the Service equipment from MTN Business (which shall then become Customer
Equipment upon the Service Activation Date), the date on which MTN Business confirms to the
Customer that the equipment has been delivered to the Customer Site, or, if earlier, where no
confirmation is received by the Customer, no later than 5 Business Days following the date of
delivery; and/or (ii) for the SIP Trunk Service, the date of delivery of a Ready for Service
Notification or, if earlier or where Ready for Service Notification is not received by the Customer the
date on which the Customer first uses the IPPBX Service.
c. In relation to any Professional Services, the Service Activation Date shall be the date on which
such Professional Services are completed in accordance with the Customer Proposal.
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3. Termination
a. If the SIP Trunk service is terminated by the Customer, or MTN Business terminates the SIP Trunk
service as a result of Customer's breach, this Service will automatically terminate and the Customer
will be liable for any applicable early termination charges as detailed in the Master Agreement.
b. For the avoidance of doubt, if the IP Service is terminated for any other reason, this Service will
NOT automatically terminate.
4. Charges
a. Charges shall be as set out in this Service Order and/or in the applicable Customer Proposal.
b. The SIP trunk is priced separately from the underlying IP Connectivity and last mile access.
c. If a customer only wants a SIP trunk at a single site then they will not be charged for the VPN port
but will be charged for last mile access and the SIP Trunk (Basic/Advanced). In this scenario, the
customer will not be able to aggregate voice on the MTN Business network from multiple sites.
d. MTN Business may amend Call Termination Charges on 30 days written notice to the Customer.
e. For SIP Trunk Service the invoices may include the following:
i. Installation Charges or configuration Charges as detailed in the Customer Proposal which
may be invoiced on or at any time after the Service Activation Date in paragraph 2.2(ii);
ii. Charges for the purchase of the Customer Equipment which may be invoiced on the
Service Activation Date in paragraph 2.2(i); and
iii. Rental Charges for the Service and/or Service Equipment which may be invoiced monthly
in advance.
iv. Professional Services Charges as detailed in the Customer Proposal may be invoiced on
the Service Activation Date in paragraph 2.3.
v. Usage charges for calls made to various destinations. Calls are rated based on the agreed
rate card in the Customer Proposal.
f. All Charges shall be calculated by reference to data recorded or logged by MTN Business and not
by reference to any data recorded or logged by the Customer, nor by reference to any information
provided by MTN Business to the Customer for information purposes only.
g. Currently video calling and HD voice calls will be allowed at normal voice rates within the MTN
Business network. These rates may be increased in the future.
h. On-net calls
i. On-net calls between the customer’s branches are free only when the customer pays for
bandwidth (VPN port) between the branches and MTN Business ACME SBC.
ii. The customer will be charged the on-net call rate if the customer is not paying for the
bandwidth (VPN Port between their branches and the MTN Business ACME SBC.
iii. ADSL services over the Internet that terminate directly on our Internet-facing SBCs will
not have free on-net calls.
iv. SHDSL/ADSL/Satellite services that connect via a MTN Business VPN will qualify for free
on-net calls.
5. Emergency Calls
a. Emergency call routing and back-tracking can only be supported for calls from Customer Sites that
are part of this Service Order and is not supported for Customer Sites taking Site to Site only
Calling.
b. The Customer is responsible for communicating the limitations in relation to emergency calling to
the Users and the Customer will indemnify MTN Business in respect of any and all losses,
damages, costs or expenses arising out of a failure to comply with this paragraph.
6. Accuracy of Customer Information
a. The Customer will provide MTN Business with accurate and up to date information: (i) when
completing the Service Order and associated documentation; and (ii) when the Customer contacts
MTN Business to report a suspected fault and is asked a standard set of structured questions. MTN
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Business shall not be liable for any loss suffered as a result of the Customer's failure to provide
accurate information or any relevant facilities, which may lead to a delay in installation or service
repair.
7. Service Equipment
a. Title to the Service Equipment will not pass to the Customer at any time.
b. Upon termination of the Service, and at the sole discretion of MTN Business, either:
i. The Service Equipment will be returned to MTN Business by the Customer. MTN
Business shall bear the shipping costs for the delivery and return of the Service
Equipment;
ii. MTN Business will collect the Service Equipment from the Customer. The Customer is
responsible for ensuring that the Service Equipment is collected in a central location at the
Customer Site. Where there is a Charge associated with such collection, this will be
detailed in the Customer Proposal; or 2. 7.2
c. The Customer accepts liability for any costs incurred (including return of Service Equipment) by
MTN Business as a result of repair or replacement of Service Equipment where the Service
Equipment failure was caused by the Customer's use, misuse or changes to the Service
Equipment, other than as previously agreed in writing by MTN Business. The Customer agrees to
support the replacement of the Service Equipment according to MTN Business' instructions.
d. The customer can have gateways or enterprise session border controllers or routers on premise.
i. All these items are charged either as a capital investment or a rental.
ii. MTN Business will upgrade the equipment when necessary but not sooner than 2 years.
iii. MTN Business will insure the equipment against theft, malicious damage and acts of God.
iv. Customer must grant access to the equipment to enable MTN Business to rectify any
problems that may arise.
v. The customer must make provision to allow MTN Business to remotely manage the
Gateway device.
8. Installation
a. The Customer agrees to ensure that service staff of MTN Business or another telecommunications
operator ("Telco") are given access to the Customer Site to install the Service Equipment. The
Customer shall provide a contact person for the installation on the Service Initiation Form. This
person shall be available to answer questions with regard to details of the Customer Site and to
assist service staff where necessary.
b. The Customer is responsible for providing all internal cabling to connect the Customer Equipment
to the Service Equipment. Upon Customer request in the Service Order, MTN Business may
provide standard internal cabling at an additional charge, provided the Service Equipment and the
Customer Equipment are located in the same room within a distance of 15 meters of each other. If
the Customer requires MTN Business to provide extended internal cabling outside the above
limitations, MTN Business will perform a site survey to determine if such internal cabling can be
provided by MTN Business and the additional charges that would be applicable.
c. After the installation by MTN Business any internal cabling becomes part of the Customer
Equipment.
d. Unless otherwise requested by the Customer the installation will be carried out from Monday to
Friday during local Business Hours.
e. MTN Business will not configure any PBX that is not provided by MTN Business.
f. MTN Business will produce a Customer Responsibility document, detailing the Customer Site
preparation requirements, which will be incorporated by reference in the Service Order.
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9. Service Provisioning and Testing
a. The Customer will complete a site survey to determine whether the Customer's network and
facilities will support the provision of the Service. The Customer may complete the site survey or
request MTN Business to carry out a site survey at the Customer's cost.
b. Any site survey completed by the Customer must be in accordance with the Customer
Responsibility document detailed in paragraph 8.6 above.
c. The Customer will provide MTN Business and/or its subcontractor(s) with such assistance and
information as reasonably required to provide the Service.
d. The Customer agrees to provide MTN Business and its subcontractors and their respective
employees and agents access to the Customer Sites where any Service is provided (including
access to associated equipment) as necessary for MTN Business and its subcontractors to provide
the Service.
e. The Customer shall allow, authorise and cooperate with MTN Business and/or its subcontractor(s)
to perform the following, whether or not on Customer Site(s): (i) a follow up site survey, where
applicable, to further determine whether the Customer network and facilities will support the
provision of the Service; (ii) any applicable pre-service testing on local service facilities; and (iii) any
other testing involving the provision of the Service, including, but not limited to, post-installation
testing.
10. Customer Equipment
a. The Customer is responsible for obtaining, installing, configuring and maintaining all Customer
Equipment including, but not limited to gateways and firewalls, software, wiring, power sources,
telephone connections and/or communications services necessary for inter-connection with the
MTN Network or otherwise for use in conjunction with the Service.
b. The Customer is responsible for ensuring that such Customer Equipment is compatible with MTN
Business' requirements and continues to be compatible with subsequent revision levels of MTN
Business-provided equipment, software and services.
c. Only Customer IP PBXes certified by MTN Business as compatible with the MTN Network can be
supported. MTN Business will conduct an interoperability test on such IP PBXs to identify any
service restrictions which will have to be taken into consideration when designing a customer
solution.
d. MTN Business is not responsible for the availability, capacity and/or condition of any Customer
Equipment not provided by MTN Business.
e. If the Customer connects any Customer equipment to the Service the Customer will be liable for
any and all damages if such connection causes any malfunction or failure to the Service or the
equipment or software of MTN Business, this Customer, or any third party. Furthermore MTN
Business shall not be liable for any failure of the Service resulting from the Customer's actions
under this paragraph 10.6.
11. Services and/or features are not available in all countries, and may be procured from in-country provider in
select countries. Please consult your MTN Business representative for service availability.
12. This service cannot be provided with South African E.164 numbers in other countries as this infringes on the
regulations of those countries.
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Accepted on behalf of Customer, by
Signature
Accepted on behalf of MTN Business, by
Signature
Name
Name
E-Mail
E-Mail
Date
Date
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