Introduction

• Provides small business customers with cost-effective, feature-rich phone service

• Utilizes VolP (Voice over Internet Protocol) Technology• Leverages an Internet connection to provide options to meet

the needs of small business customers with up to 4 voice lines• Customer provided a 4 port Phone Adapter (ATA) which

transforms their analog phones into a digital solution• Offers premium business features to drive incremental

revenue opportunities and operational efficiencies

Product Overview • Available across Canada (Over 95% coverage)• Ideal for small businesses wanting to keep their existing analog

phone equipment • Flexible and scalable phone service offering• Unlimited calling within Canada and to the U.S.• Plans starting as low as $29.99

• Line 1 - $29.99/month• Lines 2-4 $30.00/line/month

• Customers can add on Toll Free Service • Analog Lines can be ordered separately in Ontario and Quebec• 2 and 3 year terms available

Product Overview

• VolP phone service provides cost savings compared to that of traditional (analog) phone service by leveraging an Internet connection

• Provides operational efficiencies with features that can be managed from almost anywhere

• Enables the customer to transfer existing phone numbers or select new phone numbers, both locally and in new locations

• Installation guide provided or customers can use their own professional installers

Comparison Chart DigitalTalk Express

Phone Adapter

DigitalTalk Express

Equipment Use Your Own Equipment

Panasonic Phone System

Number of Lines Up to 4 Up to 3

Available Nationwide ✓ ✓

Includes unlimited calling within Canada

and to the U.S.✓ ✓

Add-on service: toll-free; basic lines for

data/fax in ON & QC✓ ✓

Add-on High Speed Internet in ON & QC ✓ ✓

Line hunting ✓

Product Overview – 4-Port Adapter

Benefits • Save money over traditional phone service using VolP

technology • Ability to use existing analog phones – customer does not

have to change their equipment• Control your expenses - unlimited calling within Canada and

to the U.S. (also includes competitive international calling rates)

• State of the Art Business-Class features including free voice mail, hunting (roll-over), and more!

• Easily add virtual numbers to expand your local business presence into new markets

• Add toll free numbers if desired

Benefits • Phone Adapter supports up to 4 voice lines – provides

solution that can support customer growth and flexibility• Add Analog Line (where offered in Ontario and Quebec) to

address data/fax, POS, or alarm requirements• Business Continuity – 2 Options

– Call Forward not Reachable: never miss a phone call in the event of an internet or power outage! Customer easily activates in the online portal or by dialing a 2-digit feature code.

– Call Forwarding No Answer : Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings. Use this service when you would rather have a secretary or co-worker receive the call instead of the caller being sent to your voice messaging box if you miss a call.

Target Customers

• Small Business customers that:• Would like to use their existing phone service equipment • Have a need for 1-4 voice lines • Have an Internet connection (each line requires

approximately 80 kbps) • Are looking for cost savings and additional features not

provided with traditional phone service

Overcoming Common Objections• What if the Internet goes down?

– ACN provides the customer with two options. 1. All DTE PA services are provisioned with Call Forward Not Reachable (CFNR). This

means that in the event the Internet goes down any incoming calls to the customer will be redirected to an alternate number the customer provides (analog line, mobile number, another customer facility, etc.). The customer can modify the CFNR number at any time via the customer portal or through customer service.

2. The customer can route all calls to ACN provided voice mail (which comes with the service).

• What if my power goes out?– If the customer has a backup Uninterruptible Power Supply (UPS) then their

service will continue to operate seamlessly. (If they don’t have a backup UPS then their current phone system will not work even without the ACN solution).

– With ACN, the customer can still receive calls via the CFNR feature (if the calls are going to a device with power e.g. mobile device)

Service Delivery Process

• Pre-Order Preparation• Serviceability• Ordering• Installation• Customer Communication• Support

Pre-Order Preparation• Obtain complete list of phone numbers the customer wishes

to transfer to ACN, including any analog phone numbers where a traditional line is required for use with a fax machine, point-of-sale device or security system– If new phone numbers are desired, the location of those numbers can

be selected during the ordering process

• Get complete list of Toll Free numbers for transfer to ACN– If new Toll Free numbers are desired, the customer may request those

during the ordering process

Pre-Order Preparation• A valid credit card with the understanding that the customer

will be billed automatically each month for the service using this payment method. (Can be changed once the service has been activated to an alternate credit card if desired.)

• Identification of desired calling features the customer needs and/or has today that would like to be maintained – For example, if the transferred numbers require hunting or

additional features such as voicemail

ServiceabilityIn order to determine the services available to your potential business customer, enter their phone number and address on the Business Phone Service landing page.

The customer can also select Learn More to get additional information and to compare DTE (Digital Talk Express) to the DTE PA (phone adapter) product.

Serviceabililty

If Learn More is selected, Plan Details for both ACN DigitalTalk® Express options are presented.

ServiceabilityEnter the complete business address and a current phone number. This serviceability check will determine business phone services available to the customer.

ServiceabilityIn this particular example, ACN DigitalTalk® Express and BusinessTalk are available

Customer selects Sign Up to begin the ordering process.

The Plans & Options page will be the first of several screens where the customer will select his service preferences.

Choose Your Plan and EquipmentSelect a 3 year term for more savings

Choose Your Options Different products will be displayed based on availability by service location.*

*High Speed Internet and Analog lines available only in Ontario and Quebec

Order Process

Order ProcessChoose Your Options

This particular business location has several options available. These include the following:

•High Speed Internet•Analog Line•Toll Free Number(s) •Hunting (rollover feature) (included when order more than one line)•Voice Mail (included)

Add-on High Speed Internet

Order Process

Customers can add-on High Speed Internet 10 or 16 Mbps Service in Ontario and Quebec

Benefit from a $5 discount per month with a 3 year term

Customer Options - Components

Order Process

Analog Line•The customer can add an analog line for faxing, point-of-sale device or security system use.

Toll-Free Number•The customer can transfer their existing toll free number. •The Toll free inbound usage rate is $0.04 per minute.

Customer Options - Components

Order Process

Voice Mail – included!

Hunting (Rollover Lines) - includedChoose this option where multiple lines exist (two or more). Calls that ring to a particular number will rollover to lines designated in the hunting sequence.

Order ProcessOnce the customer has selected his desired equipment and options, the customer will continue to the Service Information page. This is where the customer enters the telephone number preferences, feature options, as well as toll free or analog line information.

Order ProcessService Information

Order ProcessService Information

If Customer selects an Analog Line or High Speed Internet service, he will be prompted to choose an Installation Date

Order ProcessThe Customer Information page captures customer and business-specific information.

Order ProcessCustomer Information

Order ProcessThe Terms and Conditions page outlines important customer and service-specific information that must be read and acknowledged.

Please ensure your customer reads this agreement in its entirety.

The Digital Letter of Authorization is also found here, which requires the customer to provide permission to ACN to transfer existing telephone numbers.

Order ProcessTerms and Conditions

Order ProcessThe Payment Information page enables the customer to enter the desired credit card for the initial payment and automatic monthly bill payment going forward.

The customer may change the monthly payment to an alternate credit card within the online account management portal – referred to as My Account.

Order ProcessOnce the payment information is validated and the credit card is charged, the Confirm Order page will provide an overview of the customer’s complete order to be confirmed.

Order ProcessConfirm Order

Order ProcessThe final step in the order process is the Submit Order page. The page will summarize the completed ACN DigitalTalk® Express Phone Adapter order.

Rewards

• Customers that select ACN DigitalTalk® Express Phone Adapter plus additional ACN business services will qualify for Customer Rewards up to $400!

• Locate the details within the Customer Rewards section of myacncanada.ca

Redemption Form

For completion after the account has been established.

Rewards

Installation

• After 2 business days of the order being placed, a member of the Installation Support Team will reach out to the customer to confirm the order for service.– In the event the customer has not responded to any of the multiple

contact attempts, after 30 days, billing will begin and any temporary telephone numbers will become the permanent numbers on the account.

Installation Guide – 4-Port An Installation Guide will be included with the shipment of the device. This guide will provide instructions for both your customer to ensure the adapter is set up correctly.

Also available online in the Support section of myacncanada.ca

Installation Guide – 4-Port

• Unless the customer is familiar with the connection of the existing phone equipment and lines, ACN recommends professional installation by a local technician; however, not required.

• ACN’s Installation Support Team will contact the customer to test the installation of the adapter at the scheduled appointment time. This information is provided on the installation guide.

Setting Customer Expectations The ACN DigitalTalk® Express Phone Adapter customer order progression and email communication intervals

Support Your business customers will have access to both Installation and Technical support team membersInstallation Support– This team is designed to provide your business customer

with assistance to ensure the service has been installed correctly and is working to the customer’s satisfaction. This team can be reached 8 a.m. to 8 p.m. ET, Monday through Friday, and Saturday, and Saturday 9 a.m. to 5 p.m. at 1-800-219-0143

Support

Technical Support– Once the customer’s service has been installed and is

working as expected, support related calls are directed to our technical support agents. These agents are available by phone or by chat at www.myacncanada.ca:• Call – Monday through Friday, 8 a.m. to 8 p.m., and

Saturday 9 a.m. to 5 p.m.• Chat – Monday through Friday, 8 a.m. to 5 p.m.