RetailerNet: Frequently Asked Questions

What are the benefits of RetailerNet ?

Using a low cost broadband link from each retail outlet to a ‘fat pipe’ offers four main benefits.

  • The retail outlets are afforded fast credit card authorisation without any associated call costs
  • The IP link from the HQ to each outlet allows full always-up networking for file transfers etc.
  • Using VOIP techniques, everyday phone call costs are significantly minimised.
  • Lines can be reduced at each outlet due to the “piggy-backing” of analogue and VOIP traffic on each line.

There are also many other services (e.g. slow scan CCTV, footfall counters, alarms etc.) that can be easily added to an IP network. Using IP as the underlying protocol, common browser programs offer easy application rollout and familiar operation at each site. A RetailerNet IP solution offers future-proofed communications.

What is NOT included in the RetailerNet service cost?

Your analogue line and any analogue call costs associated with it.
On-site installation is also excluded, but could be separately quoted.
BT totalcare cover on each analogue line (to ensure a speedy repair is effected to any line failure)
Any additional phones at the shop.

What is included in the RetailerNet service cost?

Essentially everything but that excluded above. Not only will the service be designed around your estate but also we suggest an IP addressing strategy that complements any VOIP setup, allocating telephone numbering that integrates with your HQ PABX. We will ensure that our service is configured to be compatible with your existing EPOS network (with no changes required to it).

  • We liaise with BT on your behalf to get the network rolled out.
  • We liaise with your bank to ensure any testing is done for the new route.
  • We provide equipment for each site. (Optionally we can install the equipment at a fixed price)
  • We provide the complete infrastructure to enable you to run and support your estate with internet portals to check on your systems 24/7.
    We produce reports on its operation for your peace of mind.


What exactly is included in each level of RetailerNet service?

The first offers the basic ADSL Broadband service complete with IP for networking coupled with a link for credit card authorisation. The second level adds VOIP to each site.

The RetailerNet ADSL service level includes:

The provision of a broadband Network to each analogue connected site.
The provision of a broadband link at your HQ, with a connection to each site.
The rental of a SymRelay unit with integrated Router, ADSL and Analogue modem.
A communication path with no call charges from each site through to your merchant acquirer (bank) for CCA.
The central equipment for routing and management of your network traffic.
Visible 24/7 enterprise-wide status, for your support staff, via an internet portal.
Full fail over operation to modem based CCA using analogue calls.
‘Never-blocked’ configuration access to your SymRelay IP Router via modem calls.
Legacy support for analogue polling of APACS 50 traffic.
Repair and support (with remote testing from centre) for rolled out SymRelay units.
Liaison on your behalf with BT.
All setup, network topology, addressing schemes and configuration.

The RetailerNet VOIP service level (where ADSL is already present) includes:

The provision of a VOIP overlaying network across the estate complete with gatekeeper and gateway to your HQ.
The rental of a VOIP phone for each site.
Analogue call traffic with no call charges.
Multiple simultaneous calls at the level of 15% of the total network i.e. 100 sites – 15 simultaneous calls.
(note here that if all calls were site-to-site then 30 sites would have simultaneous calls)
Analogue call option on each phone to revert to non-VOIP calls where necessary.
Central address book management with remote supervision from your HQ.

Are there any other savings that I can recoup from this investment?

Yes. You could reduce the number of lines you currently have at each shop as each RetailerNet line can support simultaneous CCA, File transfer, a VOIP call, and your conventional analogue call (at call cost). This is useful when incoming calls are considered. Remember that incoming analogue calls attract no call charges to you and do not absorb VOIP throughput on the network. So the line use in this manner is attractive from a business perspective.

Can I have multiple conventional phones on the line as well?

Yes, using the standard REN limitation, multiple phones (as well as any VOIP phone) are allowed. As these phones share the one analogue line, only one analogue call can be made at any one time. However, your VOIP phone can be used independently for intra-company calls etc.

Can I link my estate as extensions on my HQ PABX?

Unfortunately this is a complex question and depends upon the type and age of your PABX. It is possible that a number of extensions can be used as a gateway group of extensions between the VOIP network and the PABX. In this case if your epos team were at your HQ, they could use the VOIP network at no cost to call a site for support purposes.

As BT offers no Quality of Service guarantee, what happens to my business if the underlying BT network were to fail?

Your credit card authorisation path would slow down but still work (using modem connections direct to the bank) this provides you with business continuity. Your phone traffic would need to use the analogue path option (where you would pay call charges for a while). If implemented, your HQ could connect digitally to each site using a modem to pull back or transfer down important data.

What would happen if the SymRelay unit were to become mal-configured?

Typically with a simple ADSL router, the only method of altering its configuration, and managing it, is via the ADSL path itself. If this were impaired, for example due to mal-configuration, it would become ‘invisible’ to the network and unmanageable from the centre. In this instance a site visit by your support staff would be necessary. However with RetailerNet using the alternate path options of SymRelay, a non ADSL path can be used instead. (i.e. modem dial up) requiring no such expensive on-site visits.

Can my voice traffic dominate the network and deny my CCA traffic access to the bank?

No. As the number of simultaneous calls is limited to 15%. This maps to a utilization factor of 85% always ensuring that enough bandwidth is available for CCA. Other file transfer traffic however must be managed to ensure that in combination some throughput is always left for CCA. Typically this is not a problem as drip-feed file transfer in the day and bulk file transfers overnight shall cause no harm.

How do I ensure the vast majority of phone calls are made using VOIP and not the available analogue path?

By the correct design of your numbering schemes and the implementation of site address books, it can be assured that only necessary calls attract a BT call charge. You can centrally manage your address books and download them to the VOIP phones at any time.

Are there any alerts or proactive reports to indicate that a site is not operational?

Yes, monitoring at the centre for lack of CCA traffic instigates an alert message on RetailerNet. Networking problems between your HQ and each SymRelay are constantly monitored. Each SymRelay configuration is held centrally and so any equipment failure, causing lack of performance, can be replaced quickly.

What statistics are offered to confirm the speedy operation of my CCA?

Full statistics on a per bank and even per site basis are available weekly for your comparison. Using these figures, credit card authorisation per bank and its’ performance can be monitored as well as RetailerNet network latency.

How can I explore this opportunity without full commitment and an estate-wide changeover?

Simply bring in the 1st Network team to evaluate your call costs, CCA usage profile, and a typical CCA transaction. With this information we can then set up a system for some of your sites to use for a trial to demonstrate the simplicity of the approach.