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BT One VoiceSchedule to the General TermsContentsA note on ‘you’ .2Words defined in the General Terms .2Part A – The Service .21Service Summary .22Service Options .23Service Management Boundary .44Associated Services and Third Parties .55Specific Terms and Conditions .5Part B – Service Delivery and Management .76BT’s Obligations .77Your Obligations .88Notification of Incidents .109Invoicing .1110Traffic Profiles .1111Charges at the End of the Contract .1212Service Amendment .1213BT Equipment .1314WEEE Directive .13Part C – Service Levels .1415On Time Delivery .1416Service Availability .1417Resiliency Restoration .1518Network Performance .1519Requests for Service Credits .17Part D – Defined Terms .1820Defined Terms .18 British Telecommunications plc 2020BTL BTGS OneVoiceSch published24July2020.docxPage 1 of 21

BT One Voice ScheduleA note on ‘you’‘You’ and ‘your’ mean the Customer.Words defined in the General TermsWords that are capitalised but have not been defined in this Schedule have the meanings given to them in the GeneralTerms.Part A – The Service1Service SummaryBT will provide you with a technology independent global voice service that transmits voice, fax and voiceband data to facilitate the convergence of all your voice and data applications onto a single service andmigration from traditional Time Division Multiplex (TDM) voice technology to IP, comprising any of the ServiceOptions as set out in any applicable Order, (the “Service”).2Service OptionsBT will provide you with any of the following options that are selected by you as set out in any applicable Order(“Service Options”) and in accordance with the details set out in that Order. Service Options may not beavailable in all countries.2.1BT One Voice global VPN2.1.1The BT One Voice global VPN Service Option provides you with a VPN enabling Users to make On-Netcalls to any other Site in your voice VPN as well as Off-Net calls to destinations in other IP-based networksor the PSTN. BT One Voice global VPN has the following features:(a)(b)(c)(d)2.22.3Dial Plan – you may use a private or a public (conforming to ITU E.164) dial plan to direct calldelivery to Sites or PSTN destinations. Numbers in a private dial plan must each be the samelength, of between two and 15 digits, (the “Dial Plan”);Forced On-Net calling (FON) – forces a call to a Site onto your voice VPN whether or not the Useruses the Dial Plan number or the PSTN number of the Site;Virtual On-Net calling (VON) – enables frequently dialled PSTN numbers to be built into the privateDial Plan to create a virtual Site; andOverflow – during an overflow situation the BT Network will attempt to overflow calls to defineddestinations in turn. After the third attempt, the caller will receive a network busy or ring tonesignal, as set out by you in the Dial Plan.BT One Voice access to BT Conferencing (BT One Collaborate On-Net)2.2.1The BT One Voice access to BT Conferencing (BT One Collaborate On-Net) Service Option providesaccess to the BT Conferencing audio services using the Service. You must have a Dial Plan agreed andconfigured on the Service to enable On-Net access to your BT Conferencing audio service. This allowsyou to conduct conference calls in part or whole using BT Conferencing interconnections with theService.2.2.2The BT Conferencing audio services are subject to additional terms and conditions contained inseparate service Schedules to the General Terms.BT One Voice SIP Trunking2.3.1The BT One Voice SIP Trunking Service Option provides a full PSTN/ISDN replacement service supportingoutgoing and incoming PSTN calls, calls to emergency services and most call types to local (national)services including premium rate services.2.3.2You will either order a geographic number range from BT or request that BT ports in your existinggeographic number range from your existing supplier. Number porting will be conducted only inaccordance with any locally applicable regulation and if it is technically possible to do so. You will berequired to sign a Letter of Authority or equivalent document when you make a porting request with BT.2.3.3You will be able to make calls to premium rate and directory services that exist in the country that a Siteis located.2.3.4In some locations you can specify that certain outgoing calls are barred (“Call Barring”). Details of theCall Barring options available by country are available on request.2.3.5You accept that carrier selection is barred for all Users at any locations where the Service is provided.2.3.6You can request presentation of your CLI, or restriction of your CLI from being presented to, thedestination. You can also specify that your legally permissible ‘user provided CLI’ is passed on to theBTL BTGS OneVoiceSch published24July2020.docxPage 2 of 21

BT One Voice Scheduledestination and for a PBX this means that the User’s extension will be included in the CLI. BT will notaccept requests to restrict CLI on calls to emergency services, where any law and/or regulation requiresuch CLI to be presented.2.3.7BT will register your CLI within the BT Network to enable identification of the relevant Site location. BT maynot terminate calls where BT is not able to identify clearly a Site location via your CLI.2.3.8BT One Voice SIP Trunking cannot be provided for Mobile Devices.2.3.9If you have requested BT to supply the Service to Site(s) in Australia:(a)(b)(c)(d)2.3.10If you have requested BT to supply the Service to Site(s) in Italy:(a)(b)(c)2.3.11BT One Voice SIP Trunking allows nomadic use of numbers within all the Italian telephone districts(i.e. limited to the Italian territory);You will comply with all the applicable mandatory Italian laws and regulations that apply in thefield of use of the numbering and, in particular, the Resolution 8/15/CIR and subsequentmodifications and additions thereof;You accept that BT One Voice SIP Trunking cannot be used on mobile networks.For number portability requests:(a)(b)2.3.12BT may reject any calls that are presented with override dial codes;BT One Voice SIP Trunking Services are subject to a minimum block of five service connections;the Customer Service Guarantee Standard (CSG) is not applicable to BT One Voice SIP Trunking;andBT cannot guarantee CLI delivery for internationally originated calls where CLI is not presentedby the calling party.you must ensure that the correct numbers to be ported are submitted otherwise BT may applyCharges in accordance with Paragraph 9.3.6; andthe successful portability of existing numbers to the Service is not guaranteed, is subject toapplicable technical requirements and dependent on BT’s interconnect carriers having thenecessary porting arrangements with the relevant carrier.Centralised SIP Trunking(a)(b)(c)(d)(e)(f)(g)(h)If you have Centralised IPT architecture with a centralised interconnect into the Service, both ofus will work closely together for the installation, configuration and maintenance of theinterconnect between the BT One Voice SIP Trunking Service and your Centralised IPTarchitecture to make sure the entire solution is in line with country-specific regulations.As the entire Centralised IPT architecture is connected only via one trunk, you will support BT toallow identification of your Sites without any restrictions.For standard and forwarding calling scenarios you will send the Site specific CLI, which allows theidentification of your physical location within the PAID (P-Asserted ID) field. The format needs tobe in site specific international format like [ CCxxx] or [00CCxxx].You will not manipulate the CLI sent in PAID at any time while your IPT architecture is connectedto the BT Network unless BT is informed and have agreed to the change in advance.You will send, in addition, for forwarding calling scenarios, the Site specific CLI within theDIVERSION field. The format needs to be in site specific international format like [ CCxxx] or[00CCxxx].You will send a presentation CLI within the FROM field. The sent number must be in line withdomestic regulations and will be screened by BT. In the event that the CLI fails the screening, noCLI will be sent within FROM field. The format needs to be in site specific international format like[ CCxxx] or [00CCxxx].Where Centralised SIP Trunking is used, CLIP/CLIR attributes remain unchanged.If you have requested BT to supply the Service to Site(s) in Italy:(i)(ii)(iii)2.3.13BT One Voice SIP Trunking allows nomadic use of numbers within all the Italian telephonedistricts (i.e. limited to the Italian territory);You will comply with all the applicable mandatory Italian laws and regulations that applyin the field of use of the numbering and, in particular, the Resolution 8/15/CIR andsubsequent modifications and additions thereof;You accept that BT One Voice SIP Trunking cannot be used on mobile networks.Centralised SIP Trunking solutions can also be implemented with Sites that have the BT One Voice globalVPN Service Option. Where you choose to implement a Centralised IPT architecture with Sites that havethe BT One Voice global VPN Service, the features and conditions of the BT One Voice global VPNService Option, as set out in this Schedule will apply to the provision of Centralised SIP Trunking for thoseSites.BTL BTGS OneVoiceSch published24July2020.docxPage 3 of 21

BT One Voice Schedule2.42.5BT One Voice SIP Trunking 3rd Party2.4.1In certain countries, we use BT Partners to provide a SIP trunking service over the BT Partner’s network toyour Site (“BT One Voice SIP Trunking 3rd Party”).2.4.2Features on BT One Voice SIP Trunking 3rd Party may vary from those available on BT One Voice SIPTrunking.2.4.3Centralised SIP Trunking implemented on Sites provisioned on BT One Voice SIP Trunking 3rd Party cannotbe combined with Centralised SIP Trunking Sites provisioned on the BT Network.AccessYou can access the Service (except for BT One Voice SIP Trunking 3rd Party) using either:2.5.1Indirect Access, by dialling an access number provided by BT, which can be via:(a)(b)2.5.2a PBX; ora suitable Mobile Device, where available; orDirect Access, which can be via:(a)(b)(c)(d)(e)T1/E1 leased line connected to your PBX;BT IP Connect Global service with Managed Routers which can be used for both your voice trafficand other data applications. You will order Managed Routers, and the definitions, terms andconditions of the BT IP Connect Global Service Schedule to the General Terms will apply unlessthis Schedule states otherwise. The Service will not support T1/E1 access except where used inconjunction with the BT IP Connect Global FRF16.1 resilience option;BT IP Connect Global service with Unmanaged BT Routers or Unmanaged Customer Routerswhich can be used for both your voice traffic and other data applications. You can use eitherUnmanaged BT Router(s) or Unmanaged Customer Router(s) and the definitions, terms andconditions of the BT IP Connect Global Service Schedule to the General Terms will apply unlessthis Schedule states otherwise. The Service will not support T1/E1 access except where used inconjunction with the BT IP Connect Global FRF16.1 resilience option;Ethernet Direct customer access connection (BT One Voice SIP Trunking only) which will only beavailable for the Service and cannot be shared with other services/applications. You will beprovided with a BT managed NTU; oran Internet connection at your Site with sufficient bandwidth to carry the required voice traffic.Where you select Internet access for BT One Voice SIP Trunking, you will select either the:(i)(ii)encrypted signalling and encrypted voice option; orencrypted signalling without encrypted voice option.If you select the encrypted signalling without encrypted voice option set out in Paragraph2.5.2(e)(ii), there may be:(i)(ii)(iii)33.1eavesdropping on RTP media;spoofing, andInjection of frames into RTP streams.Service Management BoundaryBT will provide and manage the Service as set out in Parts B and C of this Schedule and as set out in anyapplicable Order up to the demarcation points as set out in the remainder of Paragraph 3.1 (“ServiceManagement Boundary”).3.1.1The Service Management Boundary for Service with Indirect Access is the PSTN interconnect interfacewhich is used to hand the call over to the BT Network.3.1.2The Service Management Boundary for Service with Direct Access via T1/E1 is the NTU on the AccessLine.3.1.3The Service Management Boundary for Service with Direct Access via BT IP Connect Global withManaged Routers is the LAN port on the Managed Router. The cable which connects the NTU to theCustomer Equipment is your responsibility.3.1.4The Service Management Boundary for Service with Direct Access via BT IP Connect Global withUnmanaged BT Routers or Unmanaged Customer Routers is the NTU of the Access Line provided by BT.The cable which connects the NTU to the Customer Equipment is your responsibility.3.1.5The Service Management Boundary for the Service with Direct Access via Ethernet Direct is the NTU onthe Access Line.3.1.6The Service Management Boundary for Service with Direct Access via Internet ordered from a third partyis the interface on the BT firewall to the public Internet.BTL BTGS OneVoiceSch published24July2020.docxPage 4 of 21

BT One Voice Schedule3.1.7The Service Management Boundary for the BT One Voice SIP Trunking 3rd Party is to the interface of theBT Partner’s firewall to the public Internet.3.2BT will have no responsibility for the Service outside the Service Management Boundary.3.3BT does not make any representations, whether express or implied, about whether the Service will operate incombination with any Customer Equipment or other equipment and software.44.1Associated Services and Third PartiesYou will have the following services in place that will connect to the Service and are necessary for the Serviceto function and will ensure that these services meet the minimum technical requirements that BT specifies;4.1.1if you have selected Indirect Access:(a)(b)(c)4.1.2if you have selected Direct Access:(a)(b)(c)4.1.3a PBX; and/oran appropriate telephone service to access the BT Network, e.g. PSTN service, from a PTSP, andyou will ensure that this access service is capable of transmitting the CLI to the BT Network; ora suitable Mobile Device, where applicable;BT IP Connect Global service with Managed Routers; orBT IP Connect Global service with Unmanaged BT Routers or Unmanaged Customer Routers; orEthernet Direct customer access connection (BT One Voice SIP Trunking only); andmeans of accessing the Internet,(each an “Enabling Service”).4.2If BT provides you with any services other than the Service (including, but not limited to any Enabling Service) thisSchedule will not apply to those services and those services will be governed by their separate terms.4.3BT will not be liable for failure to or delay in supplying the Service if another supplier delays or refuses the supplyof an electronic communications service to BT and no alternative service is available at reasonable cost.55.1Specific Terms and ConditionsMinimum Period of ServiceAt the end of the Minimum Period of Service, unless one of us gives Notice to the other of an intention toterminate the Service in accordance with the Contract, BT will continue to provide the Service and both of uswill continue to perform each of our obligations in accordance with the Contract.5.2Access to Emergency Services5.2.1BT One Voice global VPN and BT One Voice Access to BT Conferencing (BT One Collaborate On-Net)(a)5.2.2You will ensure that your Users acknowledge and agree that the Service does not provide theability for Users to call the emergency services by dialling the emergency service numbersapplicable to the country in which the Site is located and that alternative arrangements shouldbe made to cover this including the maintenance of a fixed telephone number.BT One Voice SIP Trunking(a)You will ensure that your Users acknowledge and agree that the Service provides the ability forUsers to call the emergency services by dialling the emergency service numbers applicable tothe country in which the Site is located but that caller location information will only be providedwhere you:(i)(ii)(iii)(b)(c)(d)inform BT of the geographic location of calling numbers to enable BT to maintain adatabase of calling numbers and geographic locations;inform BT immediately of any changes to those locations; andconfigure your PBX to accurately convey correct calling number locations.You will provide all reasonable assistance to enable BT to add the correct emergency centrecode to the routing information in order for BT to route the call to the relevant emergency centre,failing which you will provide a separate break out for emergency calls from the relevant Site(s).In the event that your Site is directly connected to the BT One Voice SIP Trunking Service and isnot part of a centralised architecture, you must send the CLI of this location within the PAID fieldof the SIP message.Your failure to comply with the requirements of Paragraph 5.2.2(b) will constitute a materialbreach of the Contract. BT accepts no responsibility or liability to you in the event of your failureto comply with Paragraph 5.2.2(b).You will comply with the terms and conditions of the VOIP Obligations Annex to Voice Schedules.BTL BTGS OneVoiceSch published24July2020.docxPage 5 of 21

BT One Voice Schedule(e)(f)(g)(h)(i)You will ensure that Users have other means of accessing the emergency services if an End Pointis moved from a Site, and is used away from your registered Sites.BT does not guarantee the ability to call the emergency services using the Service.Emergency calls may fail or call continuity may be affected, where there is a mains power failure,failure of Internet service and connectivity, or failure of access to the Service.You and your Users will not be able to make emergency calls if BT has suspended or interruptedthe Service for any reason.Wherever possible you should consider an alternative means to support emergency calls shouldthe Service not be available due to the conditions set out in Paragraphs 5.2.2(g) and 5.2.2(h).5.3If you have requested BT to supply the Service to Site(s) in India, you must be registered as an Other ServiceProvider (OSP) with the Department of Telecommunications, Government of India for each of the Sites. You willalso ensure that no PSTN breakout/connectivity is enabled within the territory of India.5.4CLI DeliveryBT cannot guarantee the delivery of CLI over third party networks.5.5Traffic Data5.5.1You consent to BT acquiring specific voice traffic data and content as part of the delivery, support,reporting and billing processes on the BT Network. BT will not share such traffic data and content withany third party and will store the traffic data and content in order to comply with your agreed support,reporting and billing needs.5.5.2Where you select BT One Voice SIP Trunking 3rd Party you consent to BT Partners acquiring specific voicetraffic data and content as part of the delivery, support, reporting and billing processes on their network.BT Partners will not share such traffic data and content with any third party and will store the traffic dataand content in order to comply with your agreed support, reporting and billing needs.BTL BTGS OneVoiceSch published24July2020.docxPage 6 of 21

BT One Voice SchedulePart B – Service Delivery and Management66.1BT’s ObligationsService DeliveryBefore the Service Start Date and, where applicable, throughout the provision of the Service, BT:6.1.1will provide you with contact details for the helpdesk that you will be able to contact to submit servicerequests, report Incidents and ask questions about the Service (“Service Desk”);6.1.2will comply with all reasonable health and safety rules and regulations and reasonable securityrequirements that apply at a Site and are notified to BT in writing. BT will not be liable if, as a result of anysuch compliance, BT is in breach of any of BT’s obligations under this Contract;6.1.3will, where applicable, arrange for any surveys to be conducted to confirm the availability of a suitableAccess Line to the Sites. If the surveys identify that additional engineering work is required in order toprovide a suitable Access Line to the Sites, BT may provide a new quote to you, detailing the additionalCharges you will need to pay for the engineering work to be completed and:(a)(b)6.1.46.2if you accept the new quote, BT will cancel the existing Order to the affected Sites and willgenerate a new Order for the affected Sites and will arrange for the additional engineering worksto be carried out; orif you do not accept the new quote, BT will cancel your existing Order for the provision of Serviceto the affected Sites and BT will have no obligation to provide the Service;will provide you with a date on which delivery of the Service (or each part of the Service, including toeach Site) is due to start (“Customer Committed Date”) and will use commercially reasonableendeavours to meet any Customer Committed Date.Commissioning of the ServiceBefore the Service Start Date, BT will:6.36.2.1for Indirect Access, provide an in-country access number, complete the BT One Voice NetworkDatabuild and test the Service through to the terminating number. The Service Start Date occurs onsuccessful completion of the test;6.2.2for Direct Access via T1/E1, provide the Access Line(s), complete the BT One Voice Network Databuildand conduct a set of standard tests. The Service Start Date occurs on successful completion of the tests;6.2.3for Direct Access via BT IP Connect Global with Managed Routers, complete the BT One Voice NetworkDatabuild and conduct a set of standard tests. The Service Start Date occurs on successful completionof the tests;6.2.4for Direct Access via BT IP Connect Global with Unmanaged BT Routers or Unmanaged CustomerRouters, provide recommendations for router configuration, complete the BT One Voice NetworkDatabuild and conduct a set of standard tests. The Service Start Date occurs on successful completionof the tests;6.2.5for Direct Access via Ethernet Direct, provide the Access Line(s), where applicable, complete the BTOne Voice Network Databuild and conduct a set of standard tests. The Service Start Date occurs onsuccessful completion of the tests;6.2.6for Direct Access via the Internet, agree with you on the encryption configuration that you willimplement on the Customer Equipment to be connected to the Service, complete the BT One VoiceNetwork Databuild and conduct a set of standard tests to ensure that the configuration is functioningcorrectly. The Service Start Date occurs on successful completion of the tests. BT will not be liable if theService cannot be delivered due to a failure of the encryption configuration on the CustomerEquipment;6.2.7connect the Service to each applicable Enabling Service; and6.2.8for BT One Voice SIP Trunking 3rd Party via Internet:(a)work with you and the BT Partner to agree the encryption configuration that you will implementon the Customer Equipment to be connected to the Service, implement the BT Partner NetworkDatabuild and conduct a set of standard tests to ensure that the configuration is functioningcorrectly. The Service Start Date occurs on successful completion of the tests. BT will not be liableif the Service cannot be delivered due to a failure of the encryption configuration on theCustomer Equipment; and(b)work with the BT Partner to connect the Service to each applicable Enabling Service.During OperationBTL BTGS OneVoiceSch published24July2020.docxPage 7 of 21

BT One Voice ScheduleOn and from the Service Start Date, BT:6.3.1will respond and use reasonable endeavours to remedy an Incident without undue delay and inaccordance with the Service Levels in Part C of the Contract if you report an Incident on the BT Network;6.3.2where applicable, will work with the relevant supplier to restore Service as soon as practicable duringLocal Contracted Business Hours if you report an Incident on the Access Line;6.3.3where applicable, will maintain a web portal and server to provide you with online access to reports;6.3.4may carry out Maintenance from time to time and will endeavour to inform you:(a)(b)6.3.56.4at least five Business Days before any Planned Maintenance on the BT Network and/or BTEquipment, however you agree that BT may inform you with less notice than normal whereemergency Maintenance is required; orwithout undue delay for scheduled Access Line maintenance by a supplier;may, where applicable, in the event of a security breach affecting the Service, require you to changeany or all of your passwords. BT does not guarantee the security of the Service against unauthorised orunlawful access or use.The End of the ServiceOn termination of the Service by either one of us, or expiry, BT may disconnect and remove any BT Equipmentlocated at the Sites.77.1Your ObligationsService DeliveryBefore the Service Start Date and, where applicable, throughout the provision of the Service by BT, you will:7.1.1provide BT with the names and contact details of any individuals authorised to act on your behalf forService management matters (“Customer Contact”), but BT may also accept instructions from a personwho BT reasonably believes is acting with your authority;7.1.2provide BT with any information reasonably required without undue delay;7.1.3provide BT with access to any Sites during Business Hours, or as otherwise agreed, to enable BT to set up,deliver and manage the Service;7.1.4complete any preparation activities that BT may request to enable you to receive the Services promptlyand in accordance with any reasonable timescales;7.1.5where applicable, notify BT in writing of any health and safety rules and regulations and securityrequirements

2.2 BT One Voice access to BT Conferencing (BT One Collaborate On-Net) 2.2.1 The BT One Voice access to BT Conferencing (BT One Collaborate On-Net) Service Option provides . you must ensure that the correct numbers to be ported are submitted otherwise BT may