Clear Voice

Product Training

Serena Batten
Voice Product Management
serena.batten@clearwire.com
425.216.7615

1
Training Agenda

Clear Voice Overview

Set-up & Analog Devices

e911, LNP & Activation

Extraordinary Features

Competitive Comparison

Best Practices
The Clear Voice Strategy
For Customers For You For Clear
Quality Residential Voice More Products to Sell Customer Loyalty
Feature Rich Service More Commission Reduce Pullbacks & Churn
(Not Just Dialtone) More Reasons to talk with Increase ARPU
customers
Portability Today De-commoditize
Broadband
Mobility Tomorrow
Compete w/ Cable & DSL
Impact of Voice Sales
Net-180 Average Ave. MRR
Qty MRR (Sum)
Add Count MRR w/o Voice

WiMAX CLEAR Voice (2) 1 0 $15.00

WiMAX CLEAR Voice (3) 4 0 $130.00

WiMAX Pick 2 Unli Home Internet (2) 5 5 $162.50

WiMAX Pick 2 Unl Mobile Internet (2) 3 2 $97.50

WiMAX Unlimited Mobile Internet (2) 1 1 $45.00

214 8 $450.00 $56.25 $38.13

Attainment 114.29% 137.60% 93.26%

Multiplier 1.30 1.50 0.90

Final Payout $955.50 $573.30

$382.20 higher due to Voice sales

Impact of Voice Sales
Net-180 Average Ave. MRR
Qty MRR (Sum)
Add Count MRR w/o Voice

WiMAX CLEAR Voice (2) 3 0 $50.00

WiMAX CLEAR Voice (3) 3 0 $97.50

WiMAX CLEAR Voice (3) - No Contract 1 0 $24.38

WiMAX Pick 2 Unli Home Internet (2) 7 7 $227.50

WiMAX Pick 2 Unl Home Int (2) - No Cont 1 1 $24.38

WiMAX Pick 2 Unl Mobile Internet (2) 6 2 $195.00

21 10 $618.75 $61.88 $44.69

Attainment 142.86% 151.36% 109.31%

Multiplier 1.50 1.70 1.20

Final Payout $1,249.50 $882.00

$367.50 higher due to Voice sales

What is Clear Voice?
A simple telephone service
using broadband instead of
an old-fashioned phone line
Clear Old Phone Company
Works with Regular Analog Phones Yes Yes
Unlimited Local Calling Yes Yes
Full Basic Feature Set & Free Voicemail Yes No
Advanced Features (web control, Find-Me, etc) Yes No
Remote Access Yes No
Unlimited Long Distance Yes No
Transmission Medium Broadband Copper
Minimal Fees & Taxes Yes - $2-6 mo. No - $12-16 mo.
Clear Voice Pricing (WiMAX)
Bundle Sale Add-On Sale

Clear Voice Pricing No-Contract Contract No-Contract Contract

Monthly Service Cost $25 $25 $25 $25

Activation Fee $0 $0 $10 $0
Phone Adapter $15 $15 $15 $15
Early Termination Fee $0 $50 $0 $50

• Voice Adaptor

Regular Price $50 -- Instant rebate $35 -- total cost $15

• ETF does not pro-rate down over time

Quality of Service (QoS)
What is QoS?
• Prioritizes voice traffic over data traffic to reduce
noise and other call interruptions
• With Clear Voice over a Clear connection, both
inbound and outbound
voice traffic are prioritized
• Pure play providers like Vonage, Packet8,
Skype and magicJack can’t offer this quality
because they don’t control the broadband
connection
Included & Required Equipment

In the Box
• Voice Adapter
• Power Adapter
• Ethernet Cable
Ethernet Cable
• Quick Start Guide
Linksys 2102 ATA

Requirements (Not Included)

• High-Speed Internet

• Telephone
• Preferably 5.8 Ghz Multistation
Power Cable
Quick Start Guide

9
Recommend a Phone

Recommend a 5.8 Ghz Multistation Cordless Phone

1. No interference from 2.4 phones

2. No reliance on inside wiring

3. Very cost effective

VTech 5.8 GHz Cordless Phone w/ Caller

ID & 2 Handsets - $25.00

10
Customer Setup – Basic Installation
Customer Setup
Clear Voice with a wireless router

The ATA should be connected directly to the Clear modem

• The wireless router should be connected to the LAN port on the ATA
• The phone will connect to the ATA

The ATA should be installed directly behind the modem.

This allows voice traffic to have top priority and makes
troubleshooting easier.
Fax & Analog Line Update
• Fax machines working across all markets
• Analog Line Devices Working Including
– Credit Card Machines / DirecTV & Dish DVR
– Rule One: Use Ethernet First
– Requires “*99” Dial Prefix, then a “comma” or “pause”
• No dedicated fax line

– Alarm Systems: NOT Recommended & NOT Supported

Local Number Portability
• LNP can be ordered through
MyAccount, anytime

• A temporary number is provided while

the port is processing

• Customer must read through and

agree to the Electronic Letter of
Authorization (eLOA)
• This is required to start the port
• Must be completed in five days from port
order date or port will be cancelled

• On the port date, the temporary

number is removed and number is
ported in

• Porting takes an average of 10 days

Requirements & Limitations
Requirements
• Existing Clear Broadband
• Analog Phone
Preferably a 5.8 GHz Multi-Station
Cordless
• Minimum CINR ≥ 8
• Call quality and RF quality are directly
related. If our customer has poor
wireless signal, they will have a poor
voice experience.
• E911 must be available
Limitations
• Clear Broadband
• Power Required – will not work during
power outages without a backup power
solution
• Dialing Restrictions
No 900/976
No inbound collect calls
• Wireless number porting available
• Rate Centers must match
Still a Residential Product
We are missing some or all of the following business features
• Second line on single ATA
• Multiple lines on multiple ATA’s
• Business Phones (IP Phones)
• 4-Digit extension dialing
• Hunt groups
• Automatic Call Distribution
• IVR (Interactive Voice Response)
• White Pages Listings
– Ported Numbers Retain Listing
– Clear Numbers NOT Listed
Still works great for single user “Prosumer” or single user
business
Product Updates
Targeted for mid-2010 release:
• Multiple Lines
• Standalone Voice Product
• Multiple Rate Plans
• International Rate Plans
• Rate Center Flexibility for TN’s
• Premium & Vanity Numbers
• Port-in to Secondary Number
• Improved Feature Presentation in My Account
• White Pages Listing Support
• Caller-ID – CNAM Editing
• Inbound Electronic Fax Delivered to Email
Features
Ordinary Features Extraordinary Features
• Caller ID • Remote Management
• Call Waiting • Advanced Call Forwarding
• Simultaneous Ring
• Call Forwarding
• Voicemail to E-mail
• Basic Voicemail • Call Blocking
• Do Not Disturb • Call Screening & Adv. DND
• 3-Way Calling • Call Activity History
• E911 Compliance • Portability
• Secondary Phone Numbers
• Local Number Portability
• Phone Number Management
 Remote Management
• Remote Management puts you in
control
• Web based & easy to use
• Star codes are for old telephone
companies
• Available from any web browser
Advanced Call Forwarding
• Pick Source Numbers
• Pick Destination Numbers
• Simultaneous or in Sequence
• Create Multiple Schedules
• Create Multiple Rules
• Edit from Anywhere
Do Not Disturb
Another Form of “Hide-Me”
Build Multiple DND Schedules
Schedule One-Time DND
The “Take A Nap” Feature
Call Screening
Advanced do-not-disturb
• You control which calls go
straight to voicemail based on
the phone number
• Great for screening out
telemarketers
• Sometimes called
Mother-in-Law Feature
or
Find-me / Follow-me / Hide-me
Voicemail to Email
Voice-Mail In Your E-mail Box
Eliminate Multiple Voice-Mail Boxes
E-mail Voice Mail Fax *
A.K.A. “Unified Messaging”
Treat Voice-Mail Like E-mail
• Archive Voice-Mail Indefinitely Your Email Inbox
• Sort Voicemail by Party Instead of Date Outlook
Outlook Express
• Forward Voice-Mail to Colleagues & Others with
Ease Thunderbird

*Electronic Fax Capability Coming Q1-10

Call Activity History

View call detail records

Data updated every 15 min.

International & directory

assistance calls & pricing
Outbound Call Blocking
• Block international calls or block both international and
long distance
Manage Phone Numbers
Change my phone number.
$9.99 fee & new number is random.

Purchase secondary inbound numbers

from any Clear voice market for $9.99
mo.
Portability (Change 911 Address)
Move your phone anywhere
in Clear’s broadband
coverage area

Customers can update their

911 address directly
through their My Account.
The form they use is the
same as that in the Sales
OE.

It is the customer’s
responsibility to ensure their
address is correct at all
times.
Competitive Position
@Home
$40+/month $10/month
$25+/month +
Price $25/month $25/month $40/month $20/year <500 min. + with mobile
taxes & fees
taxes & fees plan

Unlimited Unlimited Unlimited High per

High per
local & LD local & LD Unlimited local & LD minute rates + Unlimited
Calling minute rates
included; Low included; Low local & LD included; pre- overage; high local & LD
Rates for LD &
international international included pay for international included
international
rates rates international rates
Limited
Features cost
feature set; Requires
Limited extra; changes
Advanced Advanced Advanced Remote mobile plan
feature set; done on
Features feature set; feature set; feature set; access; &SIM card;
changes done handset;
Remote access Remote access Remote access no LNP; Limited
on handset Limited
computer feature set
feature set
required
Home and
Network QoS; business QoS; business Dropped calls,
Best effort Best effort Best effort business
Quality stability stability echo, static
stability
Best Practices
• Know your product, know your competition
• Get them talking
• Lead with the bundle
• Tell them about our great calling rates
• Sell them on our features
• Tell a success story
• Show them how to set it up and use features
• Follow up
Top Things to Remember
• Why is Clear better than Vonage, Skype & magicJack?
• What should you point out about installing Voice?
• What should you ask a customer who has static on calls?
• What should you tell a customer about porting?
• How should a customer set up a fax machine with Voice?
• How about credit card machines?
• Name some best practices for selling Voice.
• What is the benefit of simultaneous ring?
• Voicemail to email?
• Do not disturb and call screening?
Thank You
Serena Batten
Voice Product Manager
serena.batten@clearwire.com
(425) 216-7615
 Additional Information

35
Understanding the Terminology
VoIP Voice Over Internet Technology enabling the Internet as the transmission medium to send voice data in
packets over an IP network instead of the PSTN.
Protocol

ATA Analog Telephone The device used to convert the voice signal from a standard telephone into IP packets.
Adapter

e911 Enhanced 911 911 calls go to the PSAP with complete location information. This is why address
accuracy is so important.

PSTN Public Switched Traditional circuit-switch phone network evolving from the days of Alexander Graham
Bell. AKA, Plain Old Telephone Service (POTS).
Telephone Network

PSAP Public Safety The physical location where 911 emergency calls are received and then routed to the
proper emergency services.
Answering Point

RC Rate Center An area of common rates and telephone number groups defined by the ILEC’s.

ILEC Incumbent Local Seven local telephone companies created by the brake up of AT&T in 1983 by Judge
Green. Consolidated to Qwest, Verizon, AT&T
Exchange Carrier

CLEC Competitive Local New competitive telephone companies created after the telecommunications act of
1996.
Exchange Carrier

QoS Quality of Service Method of prioritizing voice traffic on our network. A huge advantage for Clear vs. pure
play VoIP competitors, IE, Vonage & Vonabees

LNP Local Number A process that allows consumers to change their telephone company without having to
change their telephone number.
Portability

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Inside wiring
• Best option: Network Interface Unit
multi-station cordless (NUI) – located on the
phone system outside the customer’s
house

• Clear does not offer

inside wiring services
Disconnect all plugs and thoroughly
• If the customer cover the ends of each one with
chooses, they can wire electrical tape
their home for multiple
phone jacks
– Hire a professional
– Make the modifications
themselves
Give the customer the Clear Voice Inside Wiring Guide
 Simultaneous Ring
• Simultaneous Ring Your Phone Number
• Operates Like Find Me / Follow Me (425) 555-1234
• One Number per Person
• Power & Control
• Up to 10 numbers

PRIMARY CELL PHONE HOTEL PHONE HOME OFFICE HOME

WORK PHONE
Features Sell (Simultaneous Ring)
The demo happens on the MyAccount Interface
and doesn’t require a telephone
• Log into MyAccount – click on Features
• Click on advanced call forwarding – click on edit
rule
• Type the prospects cell phone number into rule
screen, save
• Call the Clear number and the customers phone
will ring, as if by magic
 Features Sell (Voicemail to Email)
This demo happens in Outlook and
doesn’t require a telephone
• Log into Outlook
• Open and play a demo voicemail
that you recorded into the mailbox
prior…
• Forward it to the prospect’s email in
three seconds
– <ctrl> F
– joe.smith@clear.net
– <alt> S
• Save voicemail forever
• Attach voicemail directly to Outlook
Contact record (cool)