PRC User`s Guide - Net2Phone Partner Resource Center

Transcription

All Rights Reserved.
The use, disclosure, modification, transfer or transmittal of this work for any
purpose, in any form, or by any means, without the written permission from
IDT/Net2Phone is strictly forbidden.
Rev. 8.0-R, February 2008
Disclaimer
The content of this manual is subject to change without notice and should not be
construed as a commitment by the IDT/Net2Phone Partner or IDT/Net2Phone. This
manual is furnished for informational use only and IDT/Net2Phone assumes no
responsibility or liability for any errors or inaccuracies that may appear herein.
Partner Resource Center
Reseller User’s Guide
Table of Contents
Overview .................................................................................................................. 4
What is the Partner Resource Center?..................................................................... 4
Products and Services Supported ...............................................................................4
PRC Features............................................................................................................6
Account Manager ................................................................................................6
Reports Manager ................................................................................................8
New Features/Functionality .................................................................................... 8
Service/System Requirements................................................................................. 9
Verifying That Your System Meets the PRC System Requirements .................................9
User Access ............................................................................................................ 10
Support................................................................................................................... 10
Terms of Use .......................................................................................................... 10
Changing Your Password ....................................................................................... 13
Resetting Your Password ....................................................................................... 15
Using the Main Menu Bar and the Sidebar Menus ................................................. 18
Account Manager.................................................................................................... 19
Using the “Breadcrumb” Links ............................................................................... 21
Using the Title Bar Links ........................................................................................ 21
What’s New............................................................................................................ 21
Partner Support ...................................................................................................... 22
PRC Help................................................................................................................22
System .................................................................................................................. 22
Log Out ................................................................................................................. 23
Using the Quick Search Bar.................................................................................... 23
Using the Gray Bar Links at the Bottom of Each Page ........................................... 24
Adding VoiceLine Customers.................................................................................. 25
Adding a Single Customer........................................................................................ 26
Adding Multiple Customers ...................................................................................... 34
Creating the Data File........................................................................................ 34
Uploading the Data File ..................................................................................... 36
Adding MaxLine Customers.................................................................................... 38
Adding a Customer with a Minute Plan...................................................................... 39
Adding a Customer with a Multiple Calls in Progress (MCIP) Plan................................. 46
Adding a Customer with a Pay As You Go (PAYG) Plan ............................................... 53
Adding VoiceAccess Customers.............................................................................. 60
Porting U.S. Enhanced Phone Numbers to VoiceAccess......................................... 68
Adding Dialocal Customers .................................................................................... 76
Searching for a Customer Account......................................................................... 83
Customer Search Page Fields ................................................................................... 83
Conducting a Search Using the Customer Search Page............................................... 84
Search Results Page Fields ...................................................................................... 85
Button Bar ............................................................................................................. 87
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Searching for a Distributor Account....................................................................... 87
Viewing a Customer’s Account Record................................................................... 87
Editing a Customer’s Record .................................................................................. 92
Editable Fields ........................................................................................................ 94
Changing Customer PINs ....................................................................................... 96
Funding Customer Accounts .................................................................................. 97
Add Funds Manually................................................................................................ 97
Automatic Recharge................................................................................................ 98
Recharge Codes.................................................................................................... 100
Modifying a Customer’s Credit Limit .................................................................... 100
Viewing a Customer’s Call History ....................................................................... 102
Viewing Calls from a Different Date Range .............................................................. 104
Viewing Calls for a Particular Phone Number ........................................................... 104
Crediting a Call ..................................................................................................... 105
Using the Excel, Print and Email Button Bar............................................................. 105
Printing the Call Log........................................................................................ 105
Emailing the Call Log....................................................................................... 105
Exporting the Call Log to Excel......................................................................... 106
Viewing the Rate Information for a Call .................................................................. 106
Viewing a Customer’s Billing Transactions .......................................................... 108
Printing the Billing Log .......................................................................................... 109
Emailing the Billing Log ......................................................................................... 109
Exporting the Billing Log to Excel ........................................................................... 110
Viewing Rate Tables............................................................................................. 110
Viewing Customer Notes...................................................................................... 111
Adding Customer Notes ....................................................................................... 112
Creating a Partner Request Ticket ....................................................................... 113
Viewing a Partner Request Ticket........................................................................ 115
Generating Accounts and Recharge Codes .......................................................... 117
Generating Accounts and Recharging Codes............................................................ 117
Activating Control Numbers ................................................................................. 119
Viewing Pending Orders....................................................................................... 120
Viewing the Orders ............................................................................................... 120
Deleting Pending Orders........................................................................................ 120
Viewing the Order History (Finding Batch Numbers) .......................................... 121
Viewing Batch Order History Report Details............................................................. 122
Adding a Virtual Number...................................................................................... 124
Adding a Line........................................................................................................ 126
Editing a Calling Plan ........................................................................................... 134
Switching to a Different Calling Plan ....................................................................... 134
Canceling Plans .................................................................................................... 136
Adding a Plan ....................................................................................................... 137
Editing the Plan Renewal Type ............................................................................ 137
Editing the Device Information............................................................................ 138
Installation of a Different Device ............................................................................ 138
Resetting a Device ................................................................................................ 141
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Closing Accounts .................................................................................................. 142
Managing Phone Numbers ................................................................................... 142
Deleting a Virtual Number ..................................................................................... 142
Editing a Phone Number........................................................................................ 143
Prepaying Cycles .................................................................................................. 144
Adding Prepaid Cycles ........................................................................................... 144
Refunding Prepaid Cycles ...................................................................................... 146
Viewing Accounts ................................................................................................. 147
Button Bar ........................................................................................................... 148
Adding a U.S. Enhanced Phone Number in VoiceDirector and VoiceAccess ........ 148
Adding a New U.S. Enhanced Phone Number .......................................................... 148
Adding an Existing U.S. Enhanced Phone Number.................................................... 152
Adding a U.S. Enhanced Phone Number.................................................................. 156
Adding a New U.S. Enhanced Phone Number .................................................... 157
Porting U.S. Enhanced Phone Numbers to Voice Access...................................... 160
Adding an Existing U.S. Enhanced Phone Number.................................................... 160
Appendix A – Terms of Use .................................................................................. 165
Appendix B – Country Abbreviations (For Provisioning Multiple Accounts)........ 168
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1. Welcome
Overview
Welcome to the Partner Resource Center User’s Guide. This Guide describes
how to use the features and functionality of the Partner Resource Center Web
application. The guide is written for the following types of users:
Employees, distributors, and sub-distributors who sell and support
VoIP products and services
Executive managers
Sales and account managers
Customer and technical support team members (managers,
supervisors, and support reps)
What is the Partner Resource Center?
The Partner Resource Center (PRC) Web application is an account and
hardware management tool featuring powerful reporting capabilities. The
purpose of this tool is to provide you with the ability to set up and provision
certain types of accounts, as well as to provide easy and direct access to
customer data so that you can manage and maintain those accounts, which
will enable you to maximize revenue potential.
PRODUCTS AND SERVICES SUPPORTED
PRC supports Voice over IP (VoIP) products and services with the following
functionality:
Calling Cards
•
Customer Support (View Customer Record, Edit Customer
Information, Edit Service Information, Edit Billing Information,
View Billing Transactions, View Call History, View Rates, Add
and View Notes)
•
Reports Manager
•
Advanced Functionality (Generate Accounts, Activate Control
Numbers, View Pending Orders, View Order History)
Call Shop Solutions
•
and View Notes)
•
Reports Manager
Dialocal
•
New customer set up (Customer SupportAdd a Customer,
Manage Phone Numbers)
•
Customer maintenance (Service Support: Prepay Cycles, Edit
Calling Plan, View Device Status, Close Account, Manage Phone
Numbers)
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•
and View Notes
MaxLine
•
New customer set up (Customer Support: Add a Customer)
•
Customer maintenance (Service Support: Prepay Cycles, Edit
Calling Plan, View Device Status, Edit Device Information,
Close Account, Add Funds, Manage Phone Numbers, View
Account List)
•
and View Notes)
Net2Phone Service
•
Outbound calling on the following hardware products such as:
Max 4, Max 400 series, Max 8, Max 8 Plus, Max 8/16, Max
T1/E1, Max IP 10, IP Phone, SIP Phone, 2 Port Gateway, XJ
100, and more as they become available.
•
and View Notes)
•
Reports Manager
VoiceAccess
•
New customer set up (Customer Support: Add a Customer)
•
Customer maintenance (Service Support: Edit Calling Plan,
Edit Device Information, View Device Status, Close Account,
Add Funds, Manage Phone Numbers)
•
and View Notes)
VoiceDirector
•
Customer maintenance (Edit Calling Plan, Manage Phone
Numbers, Add an Enhanced Number)
•
and View Notes)
VoiceLine
•
New customer set-up and provisioning ( Add a Customer, Add
a Line, Manage Phone Numbers, Provision Multiple Accounts)
•
Customer maintenance (Service Support: Pre-Pay Cycles, Edit
Calling Plan, Edit Device Information, View Device Status, Edit
Settings, Add Funds, Close Account)
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•
and View Notes)
PRC FEATURES
The Partner Resource Center Web application modules include:
Account Manager
Reports Manager
ACCOUNT MANAGER
Within the Account Manager module, there are four (4) possible sidebar
submenus:
Customer Support
Advanced Functionality
Partner Request System
Service Support
Each module contains the following features:
Customer Support
•
Search for a customer or distributor account.
•
Add new customers.
•
View customer or distributor account information.
•
Edit a customer’s account information, including setting up
automatic recharge for a customer account.
•
Add funds to a customer account.
•
Change the customer’s PIN.
•
View, print, email or export a customer’s call history records.
•
View rates applied to an account’s calls.
•
View a customer’s billing transactions (cash and minutes for
VoiceLine).
•
Credit customer calls.
•
Add and view notes.
Advanced Functionality
•
Generate accounts and recharge codes.
•
Activate control numbers for reserved account numbers.
•
View the pending orders that have not yet been processed.
•
View processed orders.
Partner Request System
•
Open trouble-tickets to resolve customer issues.
•
View existing trouble-tickets to track progress.
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VoiceLine Service Support
•
Edit customers’ calling plans, including bundled plans/phone
numbers.
•
Edit the customer’s plan renewal type.
•
Change a customer’s device and feature information.
•
Check a customer’s device status.
•
Add new lines to the customer’s account (i.e., an additional
line that rings to a separate phone or port).
•
Add, edit, or delete virtual phone numbers on a customer’s
account.
•
Close the customer’s account.
•
Provision multiple accounts by uploading a comma-delimited
file.
•
View the accounts you have set up.
MaxLine Service Support
•
Add, change, or cancel customers’ calling plans.
•
Change customers’ device information.
•
Add, change, or delete virtual phone numbers to a customer’s
service.
•
VoiceDirector Service Support
•
•
Add phone numbers to a customer’s service (i.e., additional
phone numbers that ring to the same device/phone line).
VoiceAccess Service Support
•
•
Change customers’ device information.
•
Check a customer’s device status.
•
Dialocal Service Support
•
•
Define prepaid billing cycles.
•
Add, change, or delete virtual phone numbers to a customer’s
service.
•
NOTE: Your user type and the permissions granted for that user type
determine the data and features to which you are granted access.
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REPORTS MANAGER
Reports Manager reports include:
Call usage summary
Call usage by destination country
Call variance by destination country
Call usage by hardware device
NOTE: Reports do not work for accounts that use minute plans.
New Features/Functionality
Version 8.0 of the Partner Resource Center introduces the following new
functionality:
View Customer Record – This page has been greatly enhanced to enable
you to view customer information as you see fit (e.g., you can
expand/collapse the Information boxes) and to easily edit account information
as well by clicking the Edit ( ) icon.
Edit Service Information – This is a new page that enables you to
quickly edit the customer’s PIN.
Edit Customer Information – The Edit Customer Information page
has been streamlined to allow only the editing of customer
information fields.
Edit Billing Information – This page allows you to access Add
Funds, Modify Credit Limit (if applicable) and Recharge Threshold
settings.
Feature Package Information – Formerly located on the View
Customer Information page, is now included with Device Information.
Device Information – Formerly known as Hardware Information,
this information box, located on the View Customer Record page now
contains Feature Package information.
Edit Device Information – This page has been streamlined and the
Close Account function has been moved to its own page.
View Rates – This page has a new user interface for enhanced
usability.
Close Accounts – Formerly found on the Edit Device Information
page, Close Accounts now has its own page. The page is displayed by
clicking the Close Accounts sidebar menu link.
Generate Accounts – The user interface on this page has been
simplified. Procedures have been slightly changed.
Pending Orders – The user interface on this page has been
simplified.
Activate Control Numbers – The user interface on this page has
been simplified. Procedures have been slightly changed.
View Order History – The user interface has been modified for
easier use. New functionality was also added.
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Service/System Requirements
In order to use the Partner Resource Center, you must have:
A PC with an Internet connection.
The date and time settings on your PC set to the correct values.
Access your Control Panel (Go to Start: Settings: Control Panel)
and confirm that the date and time are set properly.
An Internet Explorer Web browser, version 5.0 or higher.
Scripting enabled.
Current version of Microsoft Data Access Component installed.
Pop-ups enabled.
To confirm that your system meets these requirements, continue to the next
section.
VERIFYING THAT YOUR SYSTEM MEETS THE PRC SYSTEM
REQUIREMENTS
There are three (3) items to check to determine if your system meets the
PRC system requirements:
1. Verify that you are using Microsoft Internet Explorer 5 or higher.
a. Open a Microsoft Internet Explorer browser window.
b. Click the Help menu and then select the About Internet
Explorer menu item.
The About Internet Explorer window opens and displays the
version number.
c. If the version is older than 5.0, go to the Microsoft Web site
(http://www.microsoft.com/windows/ie/products/winf
amily/ie/default.msp) to upgrade.
2. Verify that scripting is enabled from the browser.
a. In a Microsoft Internet Explorer browser window, click the
Tools menu and then select the Internet Options menu
item.
The Internet Options window opens.
b. Click the Security tab.
c. Click the Custom Level button.
The Security Settings pop-up window displays.
d. Scroll down towards the bottom of the list to the Scripting
category.
e. Check that the following three (3) sub-categories have the
Enabled radio button selected.
Active scripting.
Allow paste operations via script.
Scripting of Java applets.
f.
If any one of the sub-categories is not enabled, click the
Enabled radio button and then click the OK button.
NOTE: The following step is not applicable if you are using the VISTA
operating system.
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3. Install the current version of Microsoft Data Access
Component.
a. Open a Microsoft Internet Explorer browser window.
b. Enter the following address in the Address text box:
http://www.microsoft.com/downloads/details.aspx?Fa
milyID=6c050fe3-c795-4b7d-b037185d0506396c&DisplayLang=en.
c. Click the Download button at right to download the most
recent version.
d. Click the Continue button to validate that you have a genuine
copy of windows. Follow the subsequent screen prompts to
download.
To begin the installation immediately, click Open or Run this program
from its current location.
User Access
Only authorized users will have access to this application. To obtain a user
name and password, please contact your Net2Phone Account/Sales Manager.
Support
For assistance with questions or problems relating to the Partner Resource
Center, please contact your Net2Phone Account/Sales Manager. In the event
of an emergency, contact the Net2Phone Network Operations Center via
email at [email protected].
If your customers experience problems with the Net2Phone VoiceLine service
and you are not able to find a solution in the Troubleshooting chapter of
the VoiceLine User’s Guide, please contact our technical support group via
the Partner Support Web site, accessed from the Partner Support title bar
link in the upper right-hand corner of any PRC page.
Terms of Use
The Partner Resource Center provides a set of terms of usage for the Web
site. All users should read this document carefully before logging into the
Web site. The document is located in Appendix A of this User’s Guide and
in the lower right-hand corner of the Web site.
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2. Logging into the Partner Resource Center
You can access the Partner Resource Center from any PC with an Internet
connection using Internet Explorer (IE) 5.0 or higher.
To log into the Partner Resource Center:
1. Open an Internet Explorer Web browser window.
2. Enter the following URL in the Address text box:
https://partner.net2phone.com.
3. Click the Go button, or press the Enter key on your keyboard.
The Partner Resource Center Login page displays.
TIP: For quick and easy access to the Partner Resource Center in the
future, add the site to your list of Favorites. Here’s how:
Once the Login page appears on your IE browser window, click the
Favorites menu and select Add to Favorites.
To access the page at a later time, just click the Favorites menu on your
browser and select the Partner Resource Center link.
Login Page
4. Enter your User ID and current Password, and click the Log In
button.
The Account Manager Customer Search page displays.
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Account Manager Customer Search Page
TIP:
Login rules:
Passwords are case sensitive.
After four (4) unsuccessful login attempts, your User ID will be locked.
If you need to reset your password and you are a master distributor,
contact your Account/Sales Manager. If you are a distributor, contact
your master distributor.
After two (2) hours of inactivity, your User ID will be logged out
automatically.
NOTE: If this is your first time logging into the Partner Resource Center, you will
be asked to change your password. Continue with Changing/Resetting Your
Password in the next section.
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3. Changing/Resetting Your Password
Changing Your Password
If you are a first-time user, you probably used a temporary password to gain
access to the PRC site. The application will prompt you to change your
password for increased security. You can also change your password at any
time from the Login page.
To change your password:
1. If it is your first time logging in and you click the Login button, the
Change Password page displays.
Change Password Fields on the Login Page
2. Enter your User ID and current Password.
3. Enter a new password in both New Password fields using the
guidelines below.
PASSWORD GUIDELINES
The requirements for all PRC passwords are:
1. The password must contain at least one numeric character.
2. It cannot be the same as a previous password.
To make your password difficult to break, it should also:
Be at least 7 characters in length.
Contain upper and lower case letters.
Contain at least one symbol (e.g., #, $, *).
4. Click the Change Password button to save your new password. Your
new password is saved. You are then automatically logged into the
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Partner Resource Center. The Account Manager Customer Search
page displays.
Account Manager Customer Search Page
TIP: Initially, the Account Manager Customer Search page displays when
you first log onto the PRC; however, you can access the other modules
(if available to your user login) via the main menu bar at the top of the
page. Refer to the next section, Navigating the Partner Resource Center,
for more details.
NOTE: If you experience any problems logging in or changing your
password and you are a master distributor, please contact your
Account/Sales Manager. If you are a distributor, please contact your
master distributor.
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Resetting Your Password
If you forget your password, the reset password option allows you to create a
new password to access the Partner Resource Center right away.
To reset your password:
1.
On the PRC Login page, enter your User ID and then click the
Forgot Password link.
An email with a verification link is sent to your email address. A
pop-up window displays the message, “An email with instructions
for resetting your password is being sent to your account’s email
address. If you do not see the email in your Inbox, please check
your email’s bulk or spam folder.”
IMPORTANT: If you do not receive an email, it may also mean that your
email address is not registered with your PRC user ID. Please contact your
Account Manager to associate your user ID with your email address.
Partner Resource Center Login Page
2.
Access your email account. You will receive an email with the
subject "Reset Password". Open the email and click on the link
included in the email.
The PRC New Password Page displays.
NOTE: If the link in the email does not work, copy and paste the link into
your browser's address box.
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New Password Login Page
3.
Enter your User ID, and the default password, pasta.
4.
Enter your new password in both of the New Password fields
using the guidelines below.
PASSWORD GUIDELINES
The requirements for all PRC passwords are:
1. The password must contain at least one numeric character.
2. It cannot be the same as a previous password.
To make your password difficult to break, it should also:
Be at least 7 characters in length.
Contain upper and lower case letters.
Contain at least one symbol (e.g., #, $, *).
5.
Click the Save Password button.
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4. Navigating the Partner Resource Center
There are several different methods in which you can navigate through the
Partner Resource Center application. You can access Partner Resource Center
modules and functionality using:
The left-hand sidebar menu.
The “breadcrumb” links above the sidebar menu.
The title bar links at the top right of each page.
The Quick Search bar at the bottom of each page.
The gray bar links at the bottom right corner of each page.
A Main Menu bar.
Refer to the screen capture below for an illustration of each navigation tool.
Main Menu Bar
Title Bar Links
Breadcrumb
Sidebar Menu
Partner Resource Center Navigation Tools – Collapsed View
When the View Customer Record page first displays, all but the Service and
Billing Information frames are collapsed. Clicking the expand (+) icon
displays information within each of the other frames as shown in the
following figure.
Page 17
Partner Resource Center Navigation Tools – Expanded View
Using the Main Menu Bar and the Sidebar Menus
The main menu bar at the top of each page provides quick access to
information and functions within the site.
When you click a main menu option, the default page for that menu item
displays. On the left side of the page, you will find a sidebar menu with
submenus containing functions related to the main menu item you chose.
To access a particular function, click the submenu item. To access a different
main menu item, simply click the desired main menu item at the top of the
page. Menu bar and sidebar menu items available are dependent on your
login privileges. Therefore, you may not see everything described in this
document.
The submenus and their corresponding menu items are listed below.
NOTE: The sidebar submenus displayed depend on your login privileges.
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ACCOUNT MANAGER
A sample Account Manager sidebar menu is displayed below:
Sample Account Manager Sidebar Menu
NOTE: Upon logging in, the Customer Search link is the only menu item
available. All other menu items display once a customer record is accessed
via a search.
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The Account Manager sidebar menu items are displayed in the table below.
ACCOUNT MANAGER SIDEBAR MENU ITEMS
CUSTOMER SUPPORT
Customer Search
Allows you to search for customer and distributor
account information based on specific criteria entered or
selected.
Add a Customer
Allows you to set up a new VoiceLine customer’s account
settings and assign a VoiceLine phone number.
View Customer Record
Displays all relevant information about a particular
customer or distributor account.
Edit Customer
Information
Allows you to add or modify information about a
particular customer and define the automatic recharge
settings.
Edit Service
Information
Allows you to edit the customer’s 4-digit PIN.
Edit Billing Information
Allows you to edit the customer’s billing information such
as modify credit, add funds, and set up recharge
threshold amounts for the customer’s cash balance.
Add Funds
Allows you to add money to a customer (child) account
from a distributor (parent) account.
View Call History
Allows you to view, print, email or export a customer’s
call history based on the date range entered, view call
pricing, and credit calls as needed.
View Billing
Transactions
Allows you to view, print, email or export a customer’s or
distributor’s billing history (cash and/or minute
transactions) based on the indicated date range.
View Rates
Allows you to view the calling rates associated with a
customer account.
View Notes
Allows you to view all notes associated with a particular
customer or account.
Add Note
Allows you to enter information about the last customer
contact or any other information you would like to keep
on record.
PARTNER REQUEST SYSTEM
Create a Ticket
Allows you to create a ticket when reporting issues.
View Tickets
Allows you to track pending and closed tickets.
ADVANCED FUNCTIONALITY (Tier 1 partners only)
Generate Accounts
Allows you to order certain types of accounts as needed.
Activate Control
Numbers
Allows you to activate a sequential range of control
numbers for a set of accounts that will be used for
devices and/or calling cards.
View Pending Orders
Allows you to view orders that have not yet been
processed.
View Order History
Allows you to view a list of processed orders, by batch
number, and all batch details including the assigned
account numbers and PINs for all accounts in each batch.
SERVICE SUPPORT
Prepay Cycles
Allows customers to prepay for all monthly charges in
advance. The account will be automatically renewed
until the Prepay Cycle End Date.
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Edit Calling Plan
Allows you to edit a customer’s calling plan and monthly
renewal type.
Edit Device Information
Allows you to change device information and feature
settings, such as the Device ID, Device Type, Port, and
Feature Package. If permission allows, it also provides
the ability to reset an Innomedia device.
View Device Status
Helps you to troubleshoot service (e.g., VoiceLine or
VoiceAccess) issues by checking the status of a SIP
device provisioned through PRC at any given time (e.g.,
network login status, assigned IP address).
Edit Settings
Allows you to update such information as: IVR Language,
Dial Plan, Time Zone, and State/Region.
Add a Line
Allows you to add additional lines and assign a different
calling plan to each line on a customer’s account;
incoming calls on a new line ring to a different port and
phone; each line is associated with one account.
Manage Phone
Numbers
Allows you to add, delete, and edit virtual phone
numbers on a customer account.
Close Account
Allows you to cancel/close accounts.
View Account List
Displays a list of all active customer accounts you have
set up. You can view account details by clicking an
account in the list.
Provision Multiple
Accounts
Allows you to provision multiple devices as a single order
by uploading a comma-delimited file.
Using the “Breadcrumb” Links
As you move throughout the application, the “breadcrumb” links above the
sidebar menu allow you to move back to a previous level PRC.
For example, if you are on the Account Manager Customer Search page, the
breadcrumb links display Home > Account Manager > Customer Search.
You can click on any one of these links to access the corresponding page.
Breadcrumb Link for the Customer Search Page
Using the Title Bar Links
In the upper right-hand corner of each page, you will find five (5) links:
Links on Right Side of the Title Bar
The following sections describe each link.
WHAT’S NEW
The What’s New page contains general product and service
announcements, as well as highlights of new PRC functionality.
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PARTNER SUPPORT
This link opens a new browser window displaying the new and improved
Partner Support Web site, which provides links to up-to-date information on
all Voice over IP (VOIP) products and services:
Product documentation
Software download Web sites (including Beta)
My Account Center Web site
PRC User’s Guide
Operating a VoiceLine Business document
Partner Support Web Site
PRC HELP
Clicking this link displays the online help page, which provides the
information contained in this user’s guide.
SYSTEM
The System page contains application and login information about the
current user logged in.
Application Information
• Version—Displays the current version of the Partner Resource Center
application.
• Last Modified—Displays the date and time that the Partner Resource
Center was last updated.
Login Information
• User Name—Displays the name of the user associated with
the login.
• Login ID—Displays the User ID used to log in.
• Department—Displays the department classification associated with
the User ID (e.g., External Reseller, Sales, Network Operations).
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• Level—Displays the type of user associated with the User ID for
security purposes. The level determines how much data and
functionality to which you have access.
• Last Access—Displays the last date and time you accessed
the application.
• Logged in Since—Displays the date and time that the current user
logged in.
LOG OUT
Clicking the Log Out link will log you off the Partner Resource Center Web
site and return you to the Login page.
Using the Quick Search Bar
The Quick Search bar displays at the bottom of most pages, except for the
Customer Search page. It allows you to quickly access another customer
record without having to go back to the Customer Search page.
The search bar contains three search fields:
Service Account—Enter the service account number assigned to a
customer (user) or distributor (wholesale or group parent).
Control Number—Enter the control number associated with the
desired account.
Distributor—Select the name of the distributor associated with the
desired account, or the escrow, wholesale or retail parent account.
Quick Search Bar
To conduct a search using the Quick Search bar:
1. Enter a whole or partial value into one or more of the search fields in
the Quick Search bar.
2. Click the Search button.
The matching customer record displays on the View Customer
Record page.
If multiple accounts match the search criteria, the Search Results
page returns a list of accounts that match the search criteria
associated with the user (e.g., distributor or sub-distributor) who is
logged in. To view the information for a specific customer in the list,
click once on a customer record.
TIP: If your search has no results, try the following:
Check to make sure that the information you entered in the
search fields is correct.
Remove the value in one or more of the search fields to broaden
your search.
Page 23
Using the Gray Bar Links at the Bottom of Each Page
In the gray bar at the bottom of each page, you will find several links,
depending on your user privileges.
On the left-hand side, there are two links:
Gray Bar Links on the Lower Left Side of Each Page
Account Manager—Displays the Account Manager home page, which
has a description of each sidebar menu item.
Reports Manager—Displays the Reports Manager home page, which
has a description of each report.
On the right-hand side, there are two links:
Gray Bar Links on the Lower Right Side of Each Page
Privacy Policy—Displays the privacy policy with respect to use of the
Partner Resource Center.
Terms of Use—Displays the terms by which the Partner Resource
Center site is to be used.
Page 24
5. Adding Customers
This chapter provides you with the procedures on how to add customers into the
following VoIP services:
•
VoiceLine
•
MaxLine
•
VoiceAccess
•
Dialocal
The procedures for each of these services is slightly different; therefore, you
should follow the workflows and procedures carefully.
Adding VoiceLine Customers
In order to set up a new VoiceLine customer, you must have the following
information:
The customer’s name, service country, service address, and contact
phone number.
The batch number from which the new customer account will be
obtained (for instructions on finding a batch number, refer to page
121 in this Guide).
The calling plan suite and type of plan (e.g., minute plan or pay as
you go plan).
The device type (e.g., InnoMedia MTA), the device ID (MAC address)
and port number.
The feature package, which depends on the minute plan and device
type selected.
The dial plan the customer wants to use with this account; this setting
defines a set of dialing features typically identified with a particular
country, region of a country, or carrier within a country.
The IVR language in which voice prompts should be made; English
and Spanish are currently available.
The time zone, and specific state/region of the customer’s time zone.
The phone number type and area that the customer wants to use as
his/her primary telephone number.
IMPORTANT: Beginning in August 2005, due to federal 911 regulations in
the US and Canada and emerging regulations in other countries, the PRC is
now collecting customer name, service country, and service address as
required fields during the VoiceLine setup process.
Your Account Manager will provide you with exact details; however, initially,
all new US and Canadian customers must be entered into PRC and in order to
start service, they must log into myaccountcenter.net or your specific
account center Web site to read and acknowledge a 911 disclaimer. Once
customers do that, service will begin and they will be able to place and
receive calls.
Page 25
You can add customers one at a time using the Add a Customer link. This
will walk you through the process of collecting all the necessary information
to provision the account. To add one customer at a time, refer to the
Adding a Single Customer section below.
If you would prefer to provision up to 25 accounts at once, you can use the
Provision Multiple Accounts link. To use this method, refer to the Adding
Multiple Customers section on page 34.
ADDING A SINGLE CUSTOMER
To create a new VoiceLine customer account:
1.
Click the Add a Customer link in the Customer Support sidebar
menu.
If you sell more than one service, the Add a Customer flow selection
page displays.
Page 26
2.
Select the Voiceline radio button to add a new customer, and click
the Continue button to proceed.
The Add a Customer page for the VoiceLine flow displays.
Add a Customer – Page 1
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3.
Enter the customer’s information according to the following table.
ADD A CUSTOMER PAGE FIELDS – PAGE 1
(* denotes a required field)
First Name*
Enter the customer’s or contact person’s first name.
Last Name*
Enter the customer’s or contact person’s last name.
Service Country*
Select the country where the customer is located.
House Number*
Enter the house number where the customer will be using the
service.
Street Name*
Enter the street name (including the road type, such as
“Street,” “Drive,” etc.) where the customer will be using the
service.
Unit Type
Select the address descriptor that characterizes the customer’s
address (e.g., Apartment, Suite, Lower, etc), if applicable.
Unit
Enter the unit descriptor (e.g., if the Unit Type is Apartment,
the Unit Value might be A to indicate Apartment A), if
applicable.
City*
Enter the city where the customer is located.
State/Province*
Select the state or province where the customer is located.
Postal Code*
Enter the postal code of the city where the customer is
located.
Building
Enter the building number or name in which customer will be
using the service, if applicable.
Floor
Enter the floor number of the customer’s address, if applicable.
Room
Enter the room number of the customer’s address, if
applicable.
Enter the customer’s home phone number or main contact
phone number.
Home Phone*
NOTE: If the customer does not have a home phone (e.g., if
the VoiceLine number will be the customer’s primary phone
number), enter ten (10) zeros so that the record will be saved
(since it is a required field).
Work Phone
Enter the customer’s work phone number.
Other Phone
Enter the customer’s secondary phone number, such as a cell
phone number.
Email
Enter the email address of the customer or contact person.
Company
Enter the name of the company associated with an account.
Batch Number*
Enter the batch number from which this customer’s account
should be obtained.
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4.
Click the Continue button.
The second page of the Add a Customer process displays.
Add a Customer – Page 2
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5.
Enter the customer’s calling plan, plan renewal type, device settings,
feature settings, and phone number information according to the
following table:
Calling Plan
Suite*
Select the plan suite type (e.g., Pay As You Go, US & Canada)
the customer is interested in.
The appropriate plans display in a table.
Click the radio button that corresponds with the plan the
customer would like to assign to this account.
Choose Plan*
NOTE: If your customer selects a Pay As You Go plan, you
must also select the plan amount. This will fund the account so
that the customer can make calls immediately after installing
the device.
Select how you want the plan to be renewed each month. (This
field will only display if you select a minute plan.)
Options are:
•
Fund from Child’s Cash Balance—Every month the
plan will recycle from the cash balance, which means
that you must make sure that there are enough funds in
the cash balance (either through auto recharge,
manually adding funds, or setting up the prepay cycles
feature.
•
Transfer from Parent Account—Every month funds
will be transferred from the parent account to pay for
the plan as it recycles.
Plan Renewal
Type*
Select the device that the customer will use.
Device Type*
IMPORTANT: Be sure to select the correct device type (e.g.,
INNOMEDIA MTA WITH ROUTER) or the service will not work
properly.
Enter the 12-character Device ID, or MAC address, for the
device. This identifies the specific device being used with this
account.
TIP: The Device ID can be found on the outside of the device
box, as well as on the bottom of the device.
Device ID*
To view an explanation of how to find the Device ID on the
device, click the More Info link for the Device Information
section. A pop-up window displays where you can find the
device’s MAC address and/or serial number.
IMPORTANT: Please enter the Device ID carefully. If you
enter it incorrectly, the device will not function.
Port*
The Port field defaults to 1, which is appropriate for all users
with one account. If you would like to assign this account to a
different port, click the drop-down menu and select a different
port.
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Select the appropriate Feature Package for the customer.
The list of available feature packages depends on the minute
plan and device type selected.
Feature Package*
NOTE: For Pay As You Go plans, if you select “VoiceLine Full
Package” in the Feature Package field, there will be a $.99
monthly charge for VoiceMail automatically deducted from the
account’s cash balance.
IVR Language*
Select the language in which the customer would like the voice
announcements made. The current options are English and
Spanish.
Dial Plan*
Select the appropriate dial plan. The dial plan defines a set of
dialing features typically identified with a particular country,
region of a country, or carrier within a country. You will
typically select the country where the customer will be using
the VoiceLine device.
Time Zone*
Select the appropriate Time Zone for the new customer.
State/Region*
Select the specific region within the Time Zone for accurate
caller ID display.
Phone Number
Country*
Select the country of the VoiceLine phone number the
Number Type*
Select the Number Type the customer would like. The
options depend on the selected Phone Number Country and
include Local and/or Toll-free.
State/Province*
Select the state or province of the VoiceLine phone number the
customer would like to assign to this account. If applicable, the
Area/City Code field displays. If it does not, skip to the Local
Calling Area field.
Area/City Code*
Select the area/city code of the VoiceLine phone number the
customer would like to assign to this account. The page will
refresh and display the Local Calling Area field.
Local Calling
Area*
Select the exchange (the first few digits) of the VoiceLine
phone number the customer would like to assign to this
account.
For example, if the customer wants a US local California
number from the 213 area code, the exchange options are 233
or 402. This means that the VoiceLine phone number that will
be assigned to this customer will be either 1213233xxxx or
1213402xxxx.
Available Phone
Numbers
Select a phone number from the list.
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6.
Once you have entered all the information, click the Continue button
at the bottom of the page.
The Add a Customer Confirmation page displays.
Add a Customer Confirmation Page
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7.
Review the account settings, device information, minute plan
selection, and transfer amount (this is the total price of the plan,
feature package, and phone number, minus the amount in the
account when created).
If the information is correct, click the Submit button. The Add
a Customer Summary page displays.
If the information is incorrect, click the browser’s Back
button. Change the appropriate fields and click the Continue
button to return to the confirmation page.
Add a Customer Summary Page
IMPORTANT: Inform all US and Canadian customers that they will not be
able to make or receive calls until they go to either myaccountcenter.net
or your specific account center Web site and agree to the 911 disclaimer.
The account Status will automatically default to "NoCall" until the
disclaimer is acknowledged.
8.
To view the record for the customer you just entered, click the View
Customer Record button.
9.
To add another customer’s account information, click the Add
Another Customer button, and refer to the Add a Customer Page
Fields – Page 1 and Page 2 tables in this section.
IMPORTANT: If you would like to add a cash balance to the customer’s
account for out-of-plan or overage calls or so you can add another line or
virtual numbers, you will use the Add Funds function. Refer to the Add
Funds section on page 99 in this Guide for more information.
Page 33
ADDING MULTIPLE CUSTOMERS
If you prefer to provision up to 25 accounts at once instead of one at a time
(using the Add a Customer link), you can do so on the Provision Multiple
Accounts page.
The first step in adding multiple customers is the creation of a data file that
includes the provisioning information for each account. Then you can upload
the data file into the PRC.
CREATING THE DATA FILE
In order to provide the information for provisioning multiple accounts, you
must upload a comma-delimited data file. It is recommended that you use
the specially designed Excel spreadsheet provided by Account Management.
This file contains a column for each field in the provisioning process. The
data you enter in this file can easily be converted into a comma-delimited
format (i.e., a comma separating each field value, even if it is blank, and a
semi-colon marking the end of the record (after the Phone # Local Area
value).
To create the data file:
1.
Open the Excel file.
2.
Enter the information for each account (up to 25 accounts) according
to the column headings. Non-required fields may be left blank if they
do not apply.
NOTE: The required fields must be populated in order for validation to be
successful.
PROVISION MULTIPLE ACCOUNTS FIELDS (COMMA-DELIMITED FILE)
Batch *
The batch number from which the new customer
accounts will be obtained.
First Name *
The customer’s or contact person’s first name.
Last Name *
The customer’s or contact person’s last name.
House Number *
The house number where the subscriber will be using the
service.
Street Name *
The street name (including the road type, such as “Street,”
“Drive,” etc.) where the subscriber will be using the
service.
City *
The city where the customer is located.
State *
The state or province where the customer is located.
Zip *
The postal code of the city where the customer is located.
Country *
The abbreviation of the country where the customer is
located. For a list of abbreviations, refer to Appendix B on
page 168.
Unit Type
The address descriptor that characterizes the subscriber’s
Unit
The unit descriptor (e.g., if the Unit_type is Apartment, the
Unit might be A to indicate Apartment A), if applicable.
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PROVISION MULTIPLE ACCOUNTS FIELDS (COMMA-DELIMITED FILE)
Building
The building number or name in which subscriber will be
Floor
The floor number of the subscriber’s address, if applicable.
Room
The room number of the subscriber’s address, if applicable.
The customer’s home phone number or main contact
phone number.
Home Phone *
NOTE: If the customer does not have a home phone
(e.g., if the VoiceLine number will be the customer’s
primary phone number), enter ten (10) zeros so that
the record will be saved (since it is a required field).
Work Phone
The customer’s work phone number.
Other Phone
The customer’s secondary phone number, such as a cell
phone number.
Email
The email address of the customer or contact person.
Company
The name of the company associated with an account.
Minute Plan *
The name of the minute plan to be assigned to the
account.
Day
The day of the month on which the billing cycle should
begin. This should be a numeric value from 1 to 31.
Device Type *
IMPORTANT: Be sure to select the correct device type
(e.g., INNOMEDIA MTA WITH ROUTER) or the service will
not work properly.
Device ID *
The 12-character Device ID, or MAC address, for the
device. This identifies the specific device being used with
this account.
TIP: The Device ID can be found on the outside of the
device box, as well as on the bottom of the device.
Port *
The port on the device that will be activated for this account.
Feature Package *
The set of features to be applied to the account. The value
must be valid for the selected minute plan.
IVR Language *
The language in which the customer would like the voice
announcements made. Options are English and Spanish.
Dial Plan *
The set of dialing features typically identified with a
particular country, region of a country, or carrier within a
country.
Phone # Country *
The country of the VoiceLine phone number the customer
would like to assign to this account.
Phone # State
The state or province of the VoiceLine phone number the
Phone # Area *
The area code of the VoiceLine phone number the
Phone # Local Area *
The exchange (the first few digits) of the VoiceLine phone
number the customer would like to assign to this account.
Page 35
Excel Data File Sample
3.
Once you have entered all of the information for each account you
would like to provision, save the Excel file.
4.
Scroll to the last column in the file, column AF, which contains a
formula that automatically converts the data you entered into a
comma-delimited format.
5.
Highlight cell AF2 through AFx, where x is the number of the last row
with account data. Click the Copy button in Excel, or press Ctrl-C on
your keyboard.
6.
Open any text editor (e.g., Notepad), and paste the data into a blank
file.
The data should appear in the correct comma-delimited format: a
comma after each field value and a semi-colon at the end of each record.
Comma-Delimited File Sample
7.
Save the data text file, which you will upload to the PRC to begin the
provisioning process.
The file is now ready for uploading.
UPLOADING THE DATA FILE
To upload the data file for provisioning multiple accounts:
1.
Click the Provision Multiple Accounts link in the VoiceLine Support
sidebar menu on the left-hand side of the page.
The Provision Multiple Accounts page displays.
Provision Multiple Accounts Page
2.
Click the Browse button.
A Choose file dialog box displays.
3.
Navigate to the location where the saved data text file is stored,
select the file, and click the Open button.
Page 36
4.
In the Send the response to email address field, enter the email
address to which you would like the confirmation email sent. This
email will let you know when the accounts have been created
successfully and if any accounts could not be created due to errors.
5.
Click the Upload button.
The PRC performs an initial data validation that ensures that all
required fields are populated and all values are correct. An initial
report displays the results for each account on the page. If the data
was complete and correct, the result will display “Success.” If there
was data missing or if any data was not valid, the specific field where
the error occurred will be noted.
−
If there are errors, correct the data in the Excel file and resave it. Then repeat steps 4 through 7 in the Creating the
Data File section above and steps 2 through 5 in this section.
−
If you corrected the data and there are additional errors,
repeat steps 4 through 7 in the Creating the Data File
section above and steps 2 through 5 in this section until the
validation is successful.
NOTE: Even though the initial validation results may be successful,
there may still be errors that occur during the account creation
process (e.g., there are not enough accounts available, a Device ID
is already in our database, etc.).
6.
Once the validation is successful, click the Submit button to begin the
account creation process.
After you have submitted the accounts to be created, they will be put into a
queue for processing. When the accounts have been created, you will
receive an email that confirms the successful account creation and alerts you
if any accounts could not be provisioned.
The accounts that were created successfully will be available for viewing in
the PRC. You can search for a specific account by the customer’s last name,
or you can go to the View Account List page to view a list of the recently
created accounts.
View Account List Page
Page 37
If certain accounts could not be created, copy the failed record information
from the confirmation email (they will be grouped together at the bottom of
the email), and paste them into a new data text file (not the Excel file).
Repeat steps 2 through 5 on the previous page to re-upload the data.
Adding MaxLine Customers
The Add a Customer function allows you to set up new MaxLine customers
with an account, a device, a minute plan, and a MaxLine phone number.
In order to set up a new MaxLine customer, you must have the following
information:
The customer’s name, service country, home address, and home
phone number.
obtained.
The calling plan suite and type of plan (e.g., MaxLine plan or pay as
you go plan).
The device type (e.g., Max 8, Koncept VoIP Phone),
The feature package, which display based on the calling plan suite
selected.
defines a set of dialing features typically identified with a particular country,
region of a country, or carrier within a country.
IMPORTANT: Beginning in August 2005, due to Federal 911 regulations in
required fields during the MaxLine setup process.
receive calls.
Page 38
ADDING A CUSTOMER WITH A MINUTE PLAN
To create new MaxLine customer accounts in the PRC:
1.
menu on the left-hand side of the page.
The Add a Customer choose flow page displays.
Add a Customer – Choose Flow
Page 39
2.
Select the MaxLine radio button, and click the Continue button.
The Add a Customer Page displays.
MaxLine Add a Customer Page 1
Page 40
3.
Enter the customer’s information according to the table below.
First Name*
Last Name*
Service Country*
House Number*
Enter the house number where the subscriber will be using the
service.
Street Name*
Enter the street name where the subscriber will be using the
service.
Unit Type
Select the address descriptor that characterizes the
subscriber’s address (e.g., Apartment, Suite, Lower, etc), if
applicable.
Unit
applicable.
City*
State/Province*
Postal Code*
located.
Building
Enter the building number or name in which subscriber will be
Floor
Enter the floor number of the subscriber’s address, if
applicable.
Room
Enter the room number of the subscriber’s address, if
applicable.
Enter the customer’s home phone number.
Home Phone*
Work Phone
Other Phone
phone number.
Email
Company
Batch Number*
should be obtained.
Page 41
4.
The second page of the Add a Customer form displays.
MaxLine Add a Customer Page 2
Page 42
5.
Enter the customer’s calling plan, device, and phone number
information according to the following table:
Calling Plan Suite
the customer is interested in, and click the Show Plans
button.
The appropriate plans display in the table below the
Show Plans button.
Choose Plan
the device.
Device Type
InnoMedia Router, InnoMedia Non-Router, etc.) or the service
will not work properly.
Feature Package
IVR Language
Spanish.
Dial Plan
Select the dial plan. The dial plan defines a set of dialing
features typically identified with a particular country, region of
a country, or carrier within a country.
Time Zone
Select the Time Zone for the new customer’s account.
State/Region
Select the specific region for the customer’s Time Zone for
accurate caller ID display.
Phone Number
Country
Number Type
State/Province
customer would like to assign to this account. If applicable, the
Area field displays. If it does not, skip to the Area/Local
Calling Area field.
Area/City Code
Select the area code of the VoiceLine phone number the
customer would like to assign to this account. The page will
refresh and display the Area/Local Calling Area field.
Page 43
Local Calling Area
account.
1213402xxxx.
Available Phone
Numbers
NOTE: In order for the customer to make outbound calls or use the
Max2Tel call forwarding feature, you must add funds to the account.
Refer to the Funding Customer Accounts section on page 99 of this guide
for details.
6.
Once you have entered all the information, click the Submit button at
the bottom of the page.
MaxLine Add a Customer Confirmation Page
Page 44
7.
Review the account settings and transfer amounts.
If the information is incorrect, click the Back button. Make
the necessary changes and return to the confirmation page.
The account status will automatically default to "No Call" until the
Customer Record link.
account for outbound, out-of-plan, or overage calls, you can add funds to
the customer’s account. Refer to the Funding Customer Accounts section
on page 99 of this guide for details.
The setup process for the specified accounts is now complete. Refer to the
User’s Guide that came with your device for instructions on setting up and
configuring the devices before shipping them to your customers.
Page 45
ADDING A CUSTOMER WITH A MULTIPLE CALLS IN PROGRESS
(MCIP) PLAN
1.
Page 46
2.
Page one of Add a Customer displays.
Add a Customer Page 1
Page 47
3.
First Name*
Last Name*
Service Country*
House Number*
service.
Unit Type
applicable.
Unit
applicable.
Street Name*
service.
City*
State/Province*
Postal Code*
located.
Building
Floor
applicable.
Room
applicable.
Home Phone*
primary phone number), enter ten (10) zeros so that the
record will be saved (since it is a required field).
Work Phone
Other Phone
phone number.
Email
Company
Batch Number*
should be obtained.
Page 48
4.
Page 49
5.
information according to the following table:
Calling Plan Suite
button.
Show Plans button.
Choose Plan
the device.
Device Type
Feature Package
IVR Language
Spanish.
Dial Plan
Time Zone
State/Region
Select the specific region within the customer’s Time Zone for
Phone Number
Country
Number Type
State/Province
If applicable, the Area field displays. If it does not, skip to the
Area/Local Calling Area field.
Area
The page will refresh and display the Area/Local Calling Area
field.
Page 50
Area/Local Calling
Area
account.
1213402xxxx.
NOTE: In order for the customer to make outbound calls or use the
Max2Tel call forwarding feature, you must add funds to the account.
Refer to the Funding Customer Accounts section on page 99 of this
guide.
6.
Once you have entered all the information, click the Submit
button at the bottom of the page. The Add a Customer
Confirmation page displays.
Page 51
7.
If the information is incorrect, click the Back button. Refer to
steps 2 through 5 to make the necessary changes and return
to the confirmation page.
account for outbound, out-of-plan, or overage calls, you can add funds to
the customer’s account. Please refer to the Funding Customer Accounts
section on page 99 of this guide for details.
Page 52
ADDING A CUSTOMER WITH A PAY AS YOU GO (PAYG) PLAN
1.
Page 53
2.
Page 54
3.
Enter the customer’s information according to the following table:
First Name*
Last Name*
Service Country*
House Number*
service.
Unit Type
applicable.
Unit
applicable.
Street Name*
service.
City*
State/Province*
Postal Code*
located.
Building
Floor
applicable.
Room
applicable.
Home Phone*
primary phone number), enter ten (10) zeros so that the
record will be saved (since it is a required field).
Work Phone
Other Phone
phone number.
Email
Company
Batch Number*
should be obtained.
Page 55
4.
Page 56
5.
information according to the table below:
Calling Plan Suite
button.
Show Plans button.
Choose Plan
the device.
Device Type
Feature Package
IVR Language
Spanish.
Dial Plan
Time Zone
State/Region
Phone Number
Country
Number Type
State/Province
Area
field.
Page 57
Area/Local Calling
Area
account.
1213402xxxx.
NOTE: If your customer selects a Pay As You Go plan, you must also
select the plan amount. This will fund the account so that the customer
can make calls immediately after installing the device.
6.
7.
If the information is correct, click the Submit button.
The Add a Customer Summary page displays.
button. Refer to steps 2 through 5 to make the necessary
changes and return to the confirmation page.
Page 58
8.
IMPORTANT: If you would like to add a cash balance to the customer’s account
for outbound, out-of-plan, or overage calls, you can add funds to the customer’s
account. Refer to the Funding Customer Accounts section on page 99 of this guide
for details.
Page 59
Adding VoiceAccess Customers
The Add a Customer function allows you to set up new VoiceAccess
customers with an account, a device, a minute plan, and a VoiceAccess
phone number.
In order to set up a new VoiceAccess customer, you must have the following
information:
phone number.
obtained.
The calling plan suite and type of plan (e.g., MaxLine plan or pay as
you go plan).
The feature package, which displays based on the calling plan suite
selected.
defines a set of dialing features typically identified with a particular country,
region of a country, or carrier within a country.
required fields during the VoiceAccess setup process.
Your Net2Phone Account Manager will provide you with exact details;
however, initially, all new US and Canadian customers must be entered into
PRC and in order to start service, they must log into myaccountcenter.net or
your specific account center Web site to read and acknowledge a 911
disclaimer. Once customers do that, service will begin and they will be able
to place and receive calls.
Page 60
To add a VoiceAccess customer:
1.
menu on the left-hand side of the page. The Add a Customer Choose
Flow page displays.
Page 61
2.
Select the VoiceAccess radio button, and click the Continue button.
VoiceAccess Add a Customer Page
Page 62
3.
First Name*
Last Name*
Service Country*
House Number*
service.
Unit Type
applicable.
Unit
applicable.
Street Name*
service.
City*
State/Province*
Postal Code*
located.
Building
Floor
applicable.
Room
applicable.
Home Phone*
Work Phone
Other Phone
phone number.
Email
Company
Batch Number*
should be obtained.
Page 63
4.
Click the Continue button. The second page of the Add a Customer
form displays.
VoiceAccess Add a Customer Page 2
Page 64
5.
Calling Plan Suite
button.
Show Plans button.
Choose Plan
the device.
Device Type
Feature Package
IVR Language
Spanish.
Dial Plan
Time Zone
Select the Time Zone for the new account.
State/Region
caller ID display.
Phone Number
Country
Number Type
State/Province
Area
field.
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Area/Local Calling
Area
6.
account.
1213402xxxx.
VoiceAccess Add a Customer Confirmation Page
7.
If the information is correct, click the Submit button.
The Add a Customer Summary page displays.
button. Make the necessary changes and return to the
confirmation page.
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VoiceAccess Add a Customer Summary Page
Page 67
Porting U.S. Enhanced Phone Numbers to VoiceAccess
The Add a Customer function allows you to port enhanced phone numbers to
a VoiceAccess Account.
In order to set up a new VoiceAccess customer, you must have the following
information:
phone number.
obtained.
The calling plan suite and type of plan (e.g., VoiceAccess plan or pay
as you go plan).
The feature package, which display based on the calling plan suite
selected.
required fields during the VoiceAccess setup process.
receive calls.
To port a U.S. enhanced number to a VoiceAccess account:
1.
menu on the left-hand side of the page. The Add a Customer Choose
Flow page displays.
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2.
Select the VoiceAccess radio button, and click the Continue button.
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3.
First Name*
Last Name*
Service Country*
Select a Phone
Number Type
Select the type of number to add to the account:
•
Get a New US Enhanced Phone Number
•
Port an Existing US Enhanced Phone Number
Phone Number
If Port an Existing US Enhanced Phone Number is selected,
enter the phone number to be ported.
House Number*
service.
Unit Type
applicable.
Unit
applicable.
Street Name*
service.
City*
State/Province*
Postal Code*
located.
Building
Floor
applicable.
Room
applicable.
Home Phone*
Work Phone
Other Phone
phone number.
Email
Company
Batch Number*
should be obtained.
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4.
The Add a Customer – Confirm Subscriber’s Address page displays
Confirm Subscriber’s Address
5.
Confirm the customer’s address by selecting the radio button for the
correct address (if more than one option is presented), and click the
Continue button to proceed. The Add a Customer – Directory Listing
Settings page displays.
NOTE: If the address cannot be confirmed by Level 3 or if none of the
available addresses are correct, click the Change Address button to return
to page 1 of the Add a Customer process to make corrections to the service
address.
Directory Listing Settings
6.
7.
Select the customer’s directory listing preference by selecting from
the pull-down menu. The available options are:
•
Keep Current Directory Listing—Choose this option if the
customer wants to keep their listing as it appears with their
current service, including the name and service address.
•
Delete Current Directory Listing—Choose this option if the
customer wants to delete their current directory listing.
Check the Letter of Authorization Confirmation (REQUIRED)
check box—In order for the porting process to continue, it is required
that a Letter of Authorization (LOA) from the customer has been
received.
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8.
Enter the Loa Date (REQUIRED)—Select the date (Month, Day,
and Year) on which the LOA was received.
9.
Enter a Billing Telephone Number (REQUIRED WHEN PORTING
A SECONDARY WORKING TELEPHONE NUMBER)—Enter the
customer’s main billing telephone number (BTN). The BTN provides
additional identifying information on the customer to the losing LEC.
10. Select the Customer Request Date (CRD)—These fields displays
the preliminary FOC Date by default. If the customer prefers a
different port date, select another CRD within the suggested date
range (to the right of the Year drop-down menu); otherwise, use the
default CRD.
11. Once you have selected and/or entered the customer’s information,
click the Continue button. The Select a Calling Plan page displays.
Add a Customer – Select a Calling Plan
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12. Enter the customer’s calling plan, device, and phone number
Calling Plan Suite
Select the plan suite type (e.g., Pay As You Go, US & Canada).
The appropriate plans display in the table.
Choose Plan
the device.
Device Type
Max 420, Max E1/T1, etc.) or the service will not work
properly.
Feature Package
The list of available feature packages depends on the calling
IVR Language
Spanish.
Dial Plan
Time Zone
Select the Time Zone for the new account.
State/Region
caller ID display.
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13. Once you have entered all the information, click the Continue button
at the bottom of the page. The Add a Customer Confirmation page
displays.
VoiceAccess Add a Customer Confirmation Page
14. Review the account settings and transfer amounts.
button. Make the necessary changes and return to the
confirmation page.
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VoiceAccess Add a Customer Summary Page
To view the record for the customer you just entered, click the View Customer
Record link.
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Adding Dialocal Customers
The Add a Customer function allows you to set up new Dialocal customers
with an account and a Dialocal phone number.
In order to set up a new Dialocal customer, you must have the following
information:
phone number.
obtained.
The calling plan suite and type of plan.
The call forwarding phone number the customer wants to use with
this account.
To add a Dialocal customer:
1. Click the Add a Customer link in the Customer Support sidebar
The Add a Customer Choose Flow page displays.
Add a Customer Choose Flow Page
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2. Select the Dialocal radio button, and click the Continue button to
proceed to page one of the Add a Customer process.
Dialocal Add a Customer Page 1
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3. Enter the customer’s information according to the table below.
First Name*
Last Name*
Service Country*
House Number*
service.
Street Name*
service.
Unit Type
applicable.
Unit
applicable.
City*
State/Province*
Postal Code*
located.
Building
Floor
applicable.
Room
applicable.
Home Phone*
NOTE: If the customer does not have a home phone,
enter ten (10) zeros so that the record will be saved
(since it is a required field).
Work Phone
Other Phone
phone number.
Email
Company
Batch Number*
Enter the Dialocal batch number from which this customer’s
account should be obtained.
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4. Click the Continue button.
Dialocal Add a Customer Page 2
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5. Enter the customer’s calling plan, and phone number information
according to the table below:
Calling Plan Suite
button.
Show Plans button.
Choose Plan
the device.
Select how you want the plan to be renewed each month.
Options are:
NOTE: This field will only display for minute-plans.
•
Fund from Child’s Cash Balance—Every month the
plan will recycle from the cash balance, which means
that you must make sure that there are enough funds
in the cash balance (either through auto recharge,
manually adding funds, or setting up the new prepay
cycles feature.
•
Transfer from Parent Account—Every month funds
will be transferred from the parent account to pay for
the plan as it recycles.
Plan Renewal
Type
Feature Package
•
Select Dialocal US if the customer is purchasing a US
telephone number.
•
Select Dialocal INTL if the customer is purchasing an
International telephone number.
Dial Plan
Call Forward All
Calls Phone
Number
Enter the phone number to which the customer would like to
have their Dialocal calls forwarded.
NOTE: The call forwarding phone number must be in the
dialing format of the Dial Plan country selected.
Phone Number
Country
Select the country of the Dialocal phone number the customer
would like to assign to this account.
Number Type
State/Province
Select the state or province of the Dialocal phone number the
Area
Select the area code of the Dialocal phone number the
field.
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Area/Local Calling
Area
Select the exchange (the first few digits) of the Dialocal phone
number the customer would like to assign to this account.
or 402. This means that the Dialocal phone number that will
1213402xxxx.
6. Once you have entered all the information, click the Submit button at
Dialocal Add a Customer Confirmation Page
7. Review the account settings and transfer amounts.
If the information is incorrect, click the Back button. Make
the necessary changes and return to the confirmation page.
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Dialocal Add a Customer Summary Page
Customer Record button.
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6. Using the Customer Support Menu
The primary purpose of the Customer Support sidebar menu is to allow you to
quickly view, manage, and edit customer and account information. Master
distributors can also use Account Manager to view escrow and parent account
information.
You can perform the following tasks from the Customer Support menu:
Search for a customer or distributor account.
Add a new customer account.
View a customer or distributor’s account information.
Edit a customer or distributor’s account information, including setting
up automatic recharge for a customer account.
Add funds to a customer account.
View a customer’s call history.
View rates applied to an account’s calls.
View a customer’s billing transactions.
Credit customer calls.
Add and view notes.
The following sections describe the tasks available from the Customer
Support menu and how to perform them.
Searching for a Customer Account
The first step in using the Customer Support module is to find the account
you would like to view and/or edit. Master distributors can search for
distributor and customer account information; distributors can only search
for customer account information.
On the Customer Search page, you can search for your customers,
distributors, and/or escrow and parent accounts using one or more of the
criteria listed in the Customer Search Page Fields section below.
CUSTOMER SEARCH PAGE FIELDS
On the Customer Search page, you can search for accounts using one or
more of the following criteria:
Service Account
Enter the service account number assigned to a customer
(user) or distributor (wholesale or group parent); most
searches will be done using this field.
Device ID
Enter the MAC address printed on the bottom of a VoiceLine
customer’s device and/or on the box in which the device was
shipped.
Phone Number
Enter a Dialocal, MaxLine, VoiceAccess, or VoiceLine
customer’s phone number (primary or secondary).
Email
Enter the email address of a customer or contact person
associated with a customer account.
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Last Name
Enter the customer’s last name.
First Name
Enter the customer’s first name.
NOTE: If you enter a value in the First Name search
field, you must also enter a Last Name. However, you
can enter a value in the Last Name search field
without entering a value in the First Name field.
Company
Control Number
Enter the control number associated with a calling card
account.
Distributor
Select the name of any account (this could be an escrow
account, a wholesale account, any parent account)
associated with your account. You can request to display any
of your accounts, or your subreseller’s accounts.
Customer Search Page
CONDUCTING A SEARCH USING THE CUSTOMER SEARCH PAGE
To search for a customer:
1. If you are not already on the Customer Search page, click Account
Manager on the main menu bar, and then click the Customer
Search link on the sidebar menu. The Customer Search page
displays.
2. Enter a whole or partial value into one or more of the search fields.
TIP: You can enter partial data into one or more of the search fields.
For example, if you enter “Smi” into the Last Name field, the search
results will include all accounts with a last name beginning with those
three letters, including “Smith,” “Smithfield,” and “Smickel.”
3. Click the Search button or press the Enter key. The matching
customer record displays on the View Customer Record page.
If multiple accounts match the search criteria, the Search Results
page returns a list of accounts that match the search criteria
associated with the user (e.g., distributor or sub-distributor) who is
logged in. To view the information for a specific customer in the list,
click once on a customer record.
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Customer Search Results Page
TIP: If your search has no results, try the following:
Check to make sure that the information you entered in the
search fields is correct.
Remove the value in one or more of the search fields to broaden
your search.
TIP: For instructions on conducting a customer search via the Quick
Search bar, refer to the Using the Quick Search Bar section on page 25 in
this Guide.
SEARCH RESULTS PAGE FIELDS
The following fields are displayed on the Customer Search Results page:
Service Account
The service account number assigned to a customer (user) or
distributor (wholesale or group parent).
Business Service
The Net2Phone service being used by this account.
Phonee Number
The primary VoiceLine or MaxLine phone number.
Cash Balance
The funds remaining in the customer’s cash balance account.
These funds can be used for placing calls for regular
Net2Phone outbound calling and calling card accounts, used
for funding recycled plans, as well as for overage and out-ofplan calls for VoiceLine accounts.
Minute Balance
The minutes remaining in the account for the current billing
cycle; the balance will re-set when the new cycle begins
(VoiceLine and MaxLine accounts only).
First Name
Last Name
Company
The name of the company associated with the account.
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The status of the account:
Active—The customer is permitted to make calls and can
recharge funds into the account from the Net2Phone Web
site.
NOTE: VoiceLine accounts have an Active status;
however, only accounts purchased from the Net2Phone
Web site can recharge funds on the site.
Status
Disabled—The customer is not permitted to make calls;
this account has been disabled due to fraud, a funds
issue, or other business reason. However, if selected for
VoiceLine, the customer will be able to make 611 and 911
calls.
Inactive—The customer is permitted to make calls but
cannot recharge funds into the account from the
Net2Phone Web site.
NoCall—The customer is not permitted to make calls; this
is typically for a holding account only (i.e., escrow,
wholesale, group). However, if selected for VoiceLine, the
customer will be able to make 611 calls.
NOTE: US and Canadian customers' accounts will be
defaulted to "No Call" status until they go to either
myaccountcenter.net or your specific account center Web
site and agree to the 911 disclaimer.
Device ID
The unique 12-character MAC address that identifies the
specific device being used with a VoiceLine account.
Device
Association Date
The date and time that the device was assigned to the
customer.
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BUTTON BAR
The Customer Search Results page contains the following functions on the
button bar near the bottom of the page:
BUTTON BAR FUNCTIONS
Export results to Excel
Print results to your local printer
Email results to yourself or colleagues
Navigate through multiple pages of results
Searching for a Distributor Account
If you are a master distributor, you will probably need to search for escrow
and parent (distributor, wholesale, group retail) accounts most often.
To search for a distributor account:
1. If you are not already on the Customer Search page, click Account
Manager on the main menu bar, and then click the Customer
Search link on the sidebar menu.
The Customer Search page displays.
2. Select a distributor or account name from the Distributor drop-down
list and then click the Search button.
The View Customer Record page displays the distributor account
information.
TIP: For instructions on conducting a distributor search via the Quick
Search bar, refer to the Using the Quick Search Bar section on page 25 in
this Guide.
Viewing a Customer’s Account Record
The View Customer Record page displays various types of available
information about a specific account. In order to perform any customer
support or account maintenance functions, you must first view the account
record of the customer. All available Account Manager functions will be
displayed for you in the left-hand sidebar menu.
IMPORTANT: US and Canadian customers will not be able to make or
receive calls until they go to either myaccountcenter.net or your specific
account center Web site and agree to the 911 disclaimer. The account
status will automatically default to "No Call" until the disclaimer is
acknowledged.
At the top of the page, there is a drop-down menu that controls the account
information displayed on the page.
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NOTE: For non-VoiceLine, MaxLine, VoiceAccess, and Dialocal accounts,
only the Account Information, Customer Information, and Billing
Information sections display. The appropriate sections will display
depending on the type of service being supported for that account
displayed.
Select the account you would like to view.
•
Service Line—If there is more than one Net2Phone service or
VoiceLine device associated with the customer’s account, you can
choose which service type/account or line information you would
like to view.
NOTE: The options in the “Select the account…” drop-down menu depend
on the following conditions:
►
If the account is linked to a device, the Line number and the primary
phone number display.
►
If the account has no device linked to it and no primary phone
number assigned, the menu will display the service type and the
account number.
►
If the account has no device linked to it but does have a primary
phone number assigned, the primary phone number displays.
Sample View Customer Record Page – VoiceLine
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VIEW CUSTOMER RECORD PAGE FIELDS
SERVICE INFORMATION
Service Account
The customer’s or parent account’s service account number.
Pin
The 4-digit personal identification number assigned to each
account. The customer uses this PIN to access the online
account center and VoiceMail.
Service Status
The status of the service. Options are Open or Closed.
Service
The business service identifies the service type (e.g., VoiceLine,
dialocal, VoiceAccess) and/or partner.
Rate Table
The name of the retail rate table associated with the account.
Permit Multiple
Simultaneous
Calls
A flag that indicates that an account can have more than one
call at a time; a value of Yes indicates that the account is
associated with a multiple-port device; a value of No indicates
a single-port device, a single-port account (e.g., VoiceLine), or
that the account is not used to place calls.
SoftPhone Key
The 16-alphanumeric code customers will use along with their
phone number to logon to the SoftPhone dialer
NIC
The account security code associated with the account; the
standard NIC is 200.
Parent Account
The number of the parent account for which this account was
created.
Distributor
The name of the distributor or service provider associated with
this account.
Batch
The batch number from which this account was created.
CUSTOMER INFORMATION
Name
The customer’s first and last names.
Company
The name of the company associated to the account (if
available).
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site.
For US and Canadian customers, Active status can only be
given after the 911 disclaimer is acknowledged on either
site.
Account Status
calls.
Net2Phone or IDT consumer Web site.
wholesale, group). However, if selected for VoiceLine or
MaxLine, the customer will be able to make 611 and 911
calls.
NOTE: US and Canadian VoiceLine and MaxLine
customers' accounts will be defaulted to "No Call" status
until they go to either myaccountcenter.net or your
specific account center Web site and agree to the 911
disclaimer.
The type of account; possible values are:
User—A customer account.
Group—A parent account.
Escrow—A holding account.
Wholesale—A wholesale account for master distributors;
click the Wholesale link to view the account’s wholesale
allocation credit information.
Account Type
Allocation Available – The total amount
available in the wholesale account which can be
used to purchase child accounts.
Allocation Credit Percent – The bonus
percentage applied to the wholesale account.
Call Balance Warning – The call balance
threshold on the account. Once the threshold is
met, a warning email is sent to let the
distributor know that the account is running low.
A typical call balance threshold on an account is
$1000.00.
Topoff—A recharge code account.
Address 1
The first line of a customer’s address.
Address 2
The second line of a customer’s address.
City, State, Postal
Code
The customer’s city, state and postal code.
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Country
The country where the customer resides and uses the account.
Email
Home Phone
The customer’s home phone number.
Work Phone
Contact Phone
The customer’s preferred contact phone number (if available).
BILLING INFORMATION
Balance Type
The type of account balance (Consolidated or Separate); all
customer accounts are Consolidated.
Plan Renewal
Type
The customer’s renewal type – possible types are Cash or
Transfer Renewal plans.
Cash Balance
The funds remaining in the customer’s cash balance account (if
applicable). These funds can be used for placing calls for
regular Net2Phone outbound calling and calling card accounts,
used for funding recycled plans, as well as for overage and
out-of-plan calls for VoiceLine accounts.
Local & National
(Unlimited)
The minutes remaining in a VoiceLine or MaxLine customer’s
account for the current billing cycle. The balance will re-set
when the new cycle begins (if applicable).
NOTE: For each bucket type (e.g., Local & National), you will
see the monthly allowance in the left column and the minutes
available in the right column.
Cycle Begin Date
The first day of the customer’s current billing cycle.
Cycle End Date
The date on which a customer’s current billing cycle ends.
Recharge
Threshold
For Pay As You Go accounts, the balance amount at which the
account will be recharged automatically from the parent
account (if applicable).
Recharge Amount
For Pay As You Go accounts, the amount of funds that will be
transferred from the parent account when the account balance
reaches the recharge threshold (if applicable); for details on
setting up automatic recharge, refer to the Automatic
Recharge section on page 98 in this Guide.
CALLING PLAN INFORMATION
Plan Name
The name of the customer’s calling plan. Click the plan name
to view a plan description.
Plan Price
The monthly plan charge.
DEVICE INFORMATION
Device Type
The type of device associated with the account (if applicable).
Device ID
The unique 12-character MAC address that identifies the
specific device being used with this account. Click the device
ID to access the Edit Device Information page.
Port
The port on the device used for this particular account.
Bandwidth
Setting
The customer’s default bandwidth.
Device
Association Date
The date on which the device was linked to the account.
Feature Package
The Feature Package name, which describes the set of
features/functionality assigned to the account.
Feature Package
Price
The cost of the selected feature package, if applicable.
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FEATURE SETTINGS INFORMATION
The dial plan defines a set of dialing features typically
identified with a particular country, region of a country, or
carrier within a country.
Dial Plan
Prompt Language
Time Zone
The language used for the voice prompts.
The time zone applicable to the customer.
CALL FORWARDING INFORMATION (Displays for Dialocal accounts only)
Call Forward All
Calls Phone
Number
The phone number to which all calls will be forwarded for the
Dialocal service.
Dial Plan
The dial plan associated to the phone number used for call
forwarding above.
Time Zone
The time zone applicable to the customer.
PRIMARY PHONE NUMBER
Primary Number
A VoiceLine, Dialocal, VoiceAccess or MaxLine customer’s
primary phone number. For VoiceLine, this is transmitted as
the user’s Caller ID number for outgoing calls.
Area
The city name, area code, and exchange of the primary phone
number.
The type of number assigned to the account:
Enhanced—A primary number with enhanced dialing
capabilities, including 911, 411, operator services
ELS Flag
Standard—A primary number without enhanced dialing
capabilities.
Virtual—A non-primary phone number associated with
the account for incoming calls only.
Monthly Charge
The amount charged each month for the primary phone
number (typically no charge).
Enhanced Service
Fee
The monthly fee if the customer has an Enhanced phone
number type (ELS Flag).
Editing a Customer’s Record
The Partner Resource Center makes it easy to change or add to the customer
information displayed on the View Customer Record page.
NOTE: Not all users will have permission to edit customer records. Some
users will have permission to edit some fields but not others.
For example, users with read-only privileges will only be allowed to view a
customer record.
NOTE: Master distributors can only edit their own direct customer
information. They are unable to edit the account information of their
distributors’ customers.
To edit a customer’s record:
1. Via a customer search, access the customer’s record for the customer
whose information you would like to edit.
The View Customer Record page displays.
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2. On the sidebar menu, click the Edit Customer Information menu
item or click on the Edit ( )icon in the Customer Information frame
on the View Customer Record page.
The Edit Customer Record page displays.
Edit Customer Record Page
3. Add or change the information in the desired fields. See the Edit
Customer Record Page Editable Fields section for a description of
each field.
4. Click the Submit button to save your changes.
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EDITABLE FIELDS
The following fields are editable on the Edit Customer Information page (see
the screen on the previous page).
EDIT CUSTOMER RECORD PAGE—EDITABLE FIELDS
First Name
Last Name
NOTE: The First Name and Last Name fields MUST be
populated in order for the record to save.
A dropdown list where you can select one of the following
statuses:
site.
For US and Canadian customers, Active status can only be
given after the 911 disclaimer is acknowledged on either
site.
Account Status
calls.
Net2Phone Web site.
MaxLine, the customer will be able to make 611 and 911
calls.
NOTE: US and Canadian VoiceLine and MaxLine
customers' accounts will be defaulted to "No Call" status
disclaimer.
The country where the customer is located.
Service Country
House Number
NOTE (for VoiceLine and MaxLine customers ONLY):
If you change the Service Country from US or Canada to any
other country, and the previous Account Status was NO
CALL because the customer had not yet acknowledged the
disclaimer, then you must manually change the Status field to
Active so that the customer can place and receive calls.
If the Service Country is a country other than the US or
Canada and you would like to change it to the US or Canada,
then the Account Status will become NO CALL automatically.
According to the new regulatory rules, once the customer
acknowledges the disclaimer on the account center Web site,
the status will change to Active, service will start, and he/she
will be able to make and receive calls.
The house number where the subscriber will be using the
service.
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EDIT CUSTOMER RECORD PAGE—EDITABLE FIELDS
Unit Type
The address descriptor that characterizes the subscriber’s
Unit
The unit descriptor (e.g., if the Unit Type is Apartment, the
Unit Value might be A to indicate Apartment A), if applicable.
Street Name
The street name where the subscriber will be using the
service.
City
The city where the customer is located.
State/Province
The state or province where the customer is located.
Postal Code
The postal code of the city where the customer is located.
Building
The building number or name in which subscriber will be using
the service, if applicable.
Floor
The floor number of the subscriber’s address, if applicable.
Room
The room number of the subscriber’s address, if applicable.
Home Phone
The customer’s home phone number.
Work Phone
Other Phone
The customer’s secondary phone number, such as a cell phone
number.
Email
Company
The name of the company associated with an account.
recharge funds into the account.
Disabled—the customer is not permitted to make calls;
VoiceLine or MaxLine, the customer will be able to make
611 and 911 calls, if applicable.
Status
Net2Phone Web site.
MaxLine, the customer will be able to make 611 calls, if
applicable.
NOTE: US and Canadian customers' VoiceLine and
MaxLine accounts will be defaulted to "No Call" status
disclaimer.
PIN
The personal identification number assigned to the account.
Recharge
Threshold
The balance amount at which the account will be recharged
automatically from the parent account.
Recharge Amount
The amount of funds that will be transferred from the parent
account when the account balance reaches the recharge
threshold (for details on setting up automatic recharge, refer
to the Automatic Recharge section on page 98 in this Guide).
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Changing Customer PINs
You may quickly change a customer’s PIN using the Edit Service Information
function.
To change a customer’s PIN:
whose information you would like to edit.
2. Click on the Edit ( ) icon in the Service Information frame to display
the Edit Service Information page.
Edit Service Information Page
3. Enter the new 4-digit PIN in the Pin field and click the Submit
button.
The Edit Service Information Confirmation page displays.
Edit Service Information Confirmation Page
4. Verify the new PIN and click the Submit button to complete the
update or click the Back button and make any needed change.
The Edit Service Information Summary page displays.
Edit Service Information – Summary Page
4. Click the View Customer Record button to continue working on the
existing customer or continue to another customer using the
Customer Search function.
NOTE: Depending on your system confirmation, you may be prompted to
enter a note regarding the change before the summary page displays.
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Funding Customer Accounts
There are several ways in which you can keep your customers’ accounts
funded so that the account will stay active and usable to make and/or
receive calls:
Add funds manually.
Set up automatic recharge for the accounts you would like to be
replenished automatically.
Issue recharge codes.
ADD FUNDS MANUALLY
You can use the Add Funds feature to do a one-time funding transaction.
Adding funds to the customer’s account will transfer the money directly from
your parent account to the customer account (or child account).
NOTE: You cannot add funds to accounts that are expired, disabled, or
closed.
To add funds to an account:
whose account you would like to fund.
2. On the sidebar menu, click the Add Funds menu item to display the
Add Funds page or click the edit icon ( ) in the Billing Information
frame on the View Customer Record page to display the Edit Billing
Information page and then click the Add Funds button to display the
Add Funds page.
Edit Billing Information Page
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Add Funds Page
3. Select the Transaction Type appropriate to the transaction.
Transfer to Group Member is the default type.
4. In the Amount field, enter the transfer amount. You do not need to
enter any currency or punctuation. For example, if you want to enter
$20.00, enter 20.
5. In the Note field, enter any remarks you would like to associate with
this transaction.
NOTE: The “Change Cycle Date” and “Keep Cycle Date” radio buttons
only appear if the customer is past the cycle renewal date. You have the
option of changing the cycle date to “today” or keeping the existing date.
6. Click the Submit button to add the transaction and to display the
transaction confirmation page.
View Billing Transaction – Add Funds Confirmation
AUTOMATIC RECHARGE
When an account has insufficient funds in the cash balance, your customer
may be unable to make and/or receive calls. The Partner Resource Center’s
automatic recharge feature helps to ensure that your customers’ and
distributors’ accounts are always funded.
IMPORTANT: In order to set up the automatic recharge feature for a
particular account, the parent account must have the feature enabled.
To enable this feature, please contact your Net2Phone Account/Sales
Manager.
To set up automatic recharge on customer accounts in PRC:
for whom you would like to set up automatic recharge.
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2. Click on the edit ( ) icon in the Billing Information frame to display
the Edit Billing Information page.
3. In the Recharge Threshold field, enter the balance amount at which
you would like an automatic funds transfer from the parent account.
4. In the Recharge Amount field, enter the amount of funds that you
would like transferred from the parent account when the balance
specified in the Recharge Threshold field is reached and click the
Submit button.
5. Click the Submit button to display the confirmation page.
Edit Billing Information Page – Recharge Confirmation
6. Click the Submit button to save the changes or click the Back button
to return to the Edit Billing Information page and make any needed
changes.
NOTE: Depending on how your system is configured, you may be
prompted to enter a note once you hit the Submit button.
The Edit Billing Information page displays the summary of your
changes.
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Edit Billing Information Page – Recharge Summary
7.
Click the View Customer Record button to continue working on
the existing customer or use the Customer Search function to
work on another customer.
RECHARGE CODES
Recharge codes are 10-digit numbers that allow your customers to add funds
to an existing account using cash. The key benefit of this feature is that it
promotes a long-term relationship with your customers by extending the life
of existing accounts.
If you have user permission and the appropriate account profile has been set
up, you can create recharge codes by using the Generate Accounts sidebar
menu item. For instructions on how to create recharge codes, see the
Generating Recharge Codes section on page 110 in this Guide.
As the distributor, you will treat these recharge codes as you would new
accounts and PINs, with one difference: your customers cannot use this 10digit code to place telephone calls. They can only use the recharge code to
add a specified denomination to an existing account.
Upon purchasing a recharge code in cash, customers will access the My
Account Center Web site at https://www.myaccountcenter.net or dial
the access number of their existing calling card service to activate the
financial transaction.
Customers may also activate recharge codes through the VoiceLine-enabled
phone by pressing *07 on the telephone keypad.
Modifying a Customer’s Credit Limit
The Modify Credit Limit page allows you to change a VoiceLine customer’s
credit limit on an individual basis instead of having the credit limit defined at
the parent account level.
NOTE: This functionality is only available if you have user permission.
If you change an account’s credit limit, the new limit will continue month-tomonth until it is changed again.
To change a customer’s credit limit:
1.
Via a customer search, access the customer’s record for the customer
whose calls you would like to view. The View Customer Record page
displays.
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2.
Click on the edit ( ) icon in the Billing Information frame to display
the Edit Billing Information page.
3.
Click the Modify Credit Limit button to display the Modify Credit
Limit page.
Modify Credit Limit Page
4.
In the New Credit Limit field, enter the new limit amount.
5.
Click the Submit button.
The Modify Credit Limit Confirmation page displays.
Modify Credit Limit Confirmation Page
NOTE: If you enter a new credit limit amount that exceeds the
highest amount allowed for the service provider, you will receive
an error message.
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6.
Click the Submit button to confirm the change or click the Back
button to return to the Modify Credit Limit page and make your
change.
The Modify Credit Limit Summary page displays.
Modify Credit Limit Summary Page
Viewing a Customer’s Call History
Using the Partner Resource Center, you can view a customer’s call log for
any date range you define. When the page first opens, the page does not
display any call details. You must first enter or select the Begin Date and
the End Date and click Submit.
The View Call History page displays the Balance Information and Call History
Summary at the top of the page and then displays the call history detail
portion.
View Call History Page
The following table provides descriptions of the Call History page:
CALL HISTORY PAGE FIELDS
BALANCE INFORMATION
Cash Balance
The dollar amount remaining in the customer’s account.
Plan
Name/Remaining
Minutes
The plan name, the total number of minutes included in the
calling plan, and the number of minutes remaining in the
customer’s account.
CALL HISTORY SUMMARY
Total Calls
The total number of calls displayed in the current call list (the
calls displayed are based on the date range you indicate).
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CALL HISTORY PAGE FIELDS
Total Cash Used
The total dollar amount of the calls that used cash from the
cash balance displayed in the call list.
Total Minutes Used
The total number of minutes used during the calls displayed
in the call list.
SEARCH CRITERIA
Begin Date
The beginning date in the search range
End Date
The end date in the search range
Select the
telephone number
you would like to
view
Select the phone number you would like to search on, or
select All to view records for all available numbers.
Get Archived Calls
Checkbox
Use this checkbox to search for calls made beyond the last
90 days.
The results display the following information: CALL DETAILS
Call Type: Displays the devices used when making and receiving the
call (MTA to Phone, MTA to WiFi, SoftPhone to Phone, etc.).
MTA to phone
Outbound
Soft phone to phone
Outbound
Phone to MTA
Inbound
MTA to MTA
In-plan
Phone to voicemail
Inbound to voicemail
Call Date/Time: The date and time the call was placed. The time
reflects the customer’s local time zone.
Number Dialed: The phone number dialed if the call was an outgoing
call. The number reflects the customer’s local dialing plan.
Location: Location of the dialed number if the call was an outgoing
call.
From Number: The phone number of the incoming call.
Duration: The total length of the call (hours, minutes, seconds).
Rating Method: The rating method used for the call made.
Amount Charged: The total cost of the call.
Minutes Deducted: Reflects any minutes deducted from the call.
Eoc Reason: The End of Call (EOC) reason – reflects successful or
failed call status.
Plan Name: The plan name used when placing the call.
Plan Region Name:
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NOTE: The values in the Balance Information and Call History Summary
sections reflect only those calls displayed on the page. If you change the
date range, the Balance Information and Call History Summary values
may change.
To view a customer’s calls for a particular account:
1. From the Customer Search page, conduct a search for the customer.
2. On the sidebar menu, click the View Call History menu item.
The View Call History page displays the calls for the customer account
that fall within the date ranges selected. The default range is one
week..
NOTE: To view calls earlier than 90 days, click the Get Archived Calls
checkbox before clicking Submit. Archived calls may take longer to
retrieve.
VIEWING CALLS FROM A DIFFERENT DATE RANGE
To view calls within a different date range:
1.
Edit the dates in the Begin Date and/or End Date fields by entering
them manually (mm/dd/yy) or by clicking on the calendar date entry
icons and selecting the appropriate dates.
2.
Once you have entered the desired range, click the Submit button to
the left of the Get Archived Calls checkbox. The page refreshes and
displays the calls that fall within the new date range.
3.
If applicable, click the right arrow button to view additional pages.
VIEWING CALLS FOR A PARTICULAR PHONE NUMBER
You can view the call history for all of the account’s phone numbers
(including all lines and virtual numbers) or a single phone number by
adjusting the search criteria.
To view calls for a specific phone number:
1.
Click the Select the telephone number you would like to view
drop-down menu, and choose the phone number whose calls you
would like to view. The list of phone numbers includes all lines and
virtual numbers for that account.
2.
If you would like to specify a different date range, edit the dates in
the Begin Date and/or End Date fields by entering them manually
(mm/dd/yy) or by clicking on the calendar date entry icons and
selecting the appropriate dates.
3.
Click the Submit button to the right of the Get Archived Calls
checkbox. The page refreshes and displays the calls for the selected
phone number that fall within the new date range.
4.
If applicable, click the right arrow button to view additional pages.
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CREDITING A CALL
There may be instances when you will need to reimburse a customer for a
call due to complaints (e.g., about call quality, service outages, etc.) or other
justifiable reasons. To process the reimbursement, you can credit the call
from the Call History page.
NOTE: Credited calls will be deducted from the parent account.
1. From the View Call History page, click the call you would like to
credit.
The call is highlighted in blue.
2. On the button bar above the Service Account number, click the
Credit Call button.
The customer’s account is credited the cost of the selected call.
3. Confirm the call credit by clicking the View Billing Transactions link
in the sidebar menu. The credited call transaction displays.
NOTE: Depending on user privileges, there may be restrictions on how
much you can credit per day per customer.
USING THE EXCEL, PRINT AND EMAIL BUTTON BAR
Excel, Print, Email button bar
PRINTING THE CALL LOG
Using the Print button on the button bar, you can obtain a hard copy of the
call history displayed on the View Call History screen.
To print the call log:
1. Once you have the desired calls displayed on the View Call History
page, click the Print button in the button bar at the bottom of the
page.
A second browser window opens with the call log displayed, and the
Print dialog box displays.
2. In the Print dialog box, select the printer on which you would like to
print the call log, and click the Print button.
The call log prints to the selected printer.
EMAILING THE CALL LOG
The Partner Resource Center allows you to send an electronic copy of the
displayed call log to any email address you specify.
To email the call log:
1.
Once you have the desired calls displayed on the View Call History
page, click the Email button in the button bar at the bottom of the
page. A dialog box prompts you to enter the originating and
destination email addresses.
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2.
Enter the originating and destination email addresses and click Send
Email.
Click OK to return to the View Call History page.
TIP: To email the call log to more than one person, insert a comma
between each email address (e.g., “[email protected], [email protected]”).
EXPORTING THE CALL LOG TO EXCEL
The Partner Resource Center allows you to export the view call history
information to an excel spreadsheet.
To export the call log to excel:
1.
page, click the Export to Excel button in the button bar at the
bottom of the page.
A File Download dialog box displays, prompting you to Open, Save, or
Cancel the Excel file.
2.
Click Save to name the file and store it in a directory of your choice.
VIEWING THE RATE INFORMATION FOR A CALL
If you need to review the rate applied to a particular call, you can do so by
clicking the Call Pricing button in the button bar to view the View Call
History Detail window.
To view the rate information for a particular call:
1.
From the View Call History page, click the call for which you would like
to view the rate information.
The call is highlighted in blue.
2.
On the button bar, click the Call Pricing button.
The call detail information window displays.
View Call History Call Details Window
3.
Click the “x” in the upper right-hand corner of the window to close it.
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The View Call History Detail window displays the following information:
VIEW CALL HISTORY DETAIL WINDOW FIELDS
RATE SUMMARY
Call ID
The identification number assigned to each call.
Rating Method
The rate type applied to this call.
Rate-Per-Minute
In Plan
Out-of-Plan
Overage
In Plan + Overage
Call Date/Time
The date and time the call took place.
Total Duration of
Call
The total number of minutes used during the call (e.g., 1 minute
and 30 seconds would display as 0:01:30).
Total Deducted
from Cash
The total dollar amount deducted from the account’s cash
balance (if applicable).
Total Deducted
from Minutes
The total number of minutes, rounded up to the next whole
minute, deducted from the account’s minutes balance (e.g., if
the call duration is 1 minute and 30 seconds, 2 minutes will be
deducted from the balance).
COST BREAKDOWN
Displays the following information for Standard, In Plan, and Overage calls:
Duration
The duration of the call.
Rate Cost
The cost of the call based on the calling rate.
Surcharge Cost
The amount of the surcharge applied to the call.
Sum Cost
The total cost of the call, rate cost plus surcharge cost.
RATES APPLIED
Displays the following information for Standard, In Plan, and Overage calls:
Rate Name
The name of the rate applied to the call.
Initial Rate
The base rate applied to the call.
Incremental Rate
The rate for additional minutes used in the call.
Initial Time
(in seconds)
The number of seconds charged with the initial rate.
Incremental Time
(in seconds)
The number of seconds charged with the incremental rate.
Country
The country to which the call was made.
Country Code
The country code of the country to which the call was made.
Time of Day
The time of day (peak or off-peak) at which the call was made.
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Viewing a Customer’s Billing Transactions
The View Billing Transactions page provides a snapshot of a customer’s
billing history within a defined date range. It displays the account’s balance
information, and allows you to enter print, email, or export the results to
Excel.
To view the transactions for a particular account:
1. From the Customer Search page, conduct a search for the customer’s
account.
2. On the sidebar menu, click the View Billing Transactions menu item.
The View Billing Transactions page displays all of the customer
account’s transactions that fall within the date ranges selected. The
default range is one week.
View Billing Transactions Page
The View Billing Transactions page displays the following:
VIEW BILLING TRANSACTIONS PAGE FIELDS
BALANCE INFORMATION
Cash Balance
Plan Balance
The dollar amount remaining in the customer’s account.
The plan name, the total number of minutes included in the
plan, and the number of minutes remaining in the
BILLING SUMMARY
Begin Date
The beginning date in the search range
End Date
The end date in the search range
Effective Date
The date and time of the billing transaction
Transaction Type
The type of transaction
Payment
The amount of cash or minutes credited to the account
Charge
The amount of cash or minutes debited from the account
Note
The description of the transaction type
Amount Type
The type of payment or charge – Cash or Minutes
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VIEW BILLING TRANSACTIONS PAGE FIELDS
Plan Name
The calling plan
Plan Region Name
The geographical region within the calling plan or an inbound
toll-free call
To view transactions within a different date range:
1. Edit the dates in the Begin Date and/or End Date fields by entering
them manually (mm/dd/yy) or by clicking the calendar date entry
icons and selecting the appropriate dates.
2. Once you’ve entered the desired range, click the Submit button to
the right of the End Date field.
The page refreshes, displaying the bills within the new date range.
PRINTING THE BILLING LOG
Using the Print button on the button bar, you can obtain a hard copy of the
billing displayed on the Billing Transaction screen.
Excel, Print, Email button bar
To print the call log:
1.
page, click the Print button in the button bar at the bottom of the
page.
A second browser window opens with the call log displayed, and the
Print dialog box displays.
2.
In the Print dialog box, select the printer on which you would like to
print the call log, and click the Print button.
The call log prints to the selected printer.
EMAILING THE BILLING LOG
The Partner Resource Center allows you to send an electronic copy of the
displayed call log to any email address you specify.
To email the call log:
1.
Once you have the desired calls displayed on the View Billing
Transactions page, click the Email button in the button bar at the
bottom of the page.
A dialog box prompts you to enter the originating and destination
email addresses.
2.
Enter the originating and destination email addresses and click Send
Email.
Click OK to return to the View Billing Transactions page.
TIP: To email the call log to more than one person, insert a comma
between each email address (e.g., “[email protected], [email protected]”).
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EXPORTING THE BILLING LOG TO EXCEL
The Partner Resource Center allows you to export the view billing transaction
information to an excel spreadsheet.
To export the call log to Excel:
1.
Once you have the desired calls displayed on the View Billing
Transactions page, click the Export to Excel button in the button bar
at the bottom of the page.
A File Download dialog box displays, prompting you to Open, Save, or
Cancel the Excel file.
2.
Click Save to name the file and store it in the directory of your
choice.
Also displayed at the top of the page are the Cash Balance and Minute
Balance, if applicable, for the current account.
Viewing Rate Tables
The View Rates page displays the customer’s per minute and increment
minute rates by time of day for every country.
To view the rates for a particular customer:
1. From the Customer’s Search Page, conduct a search for the
The View Customer Record page displays the Customer’s account.
2. On the sidebar menu, click the View Rates menu item.
The View Rates page displays all available countries and rates.
View Rates Page
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To view rates for one particular country:
Click the Select a Country drop-down list and select the country whose rate
table you would like to view.
The page refreshes and displays the rate information for the selected
country.
View Rates Page – One Country
Viewing Customer Notes
The View Customer Notes page displays all notes entered about a particular
customer’s account, including those from the Add Notes, Add Funds, and Edit
Calling Plan pages. Also, if you are a user who has Required Notes set,
whenever you edit a customer record, then those notes will display here.
Basically, this page serves to help you keep track of important information
and activity on an account.
To view a customer’s notes:
1. From the Customer’s Search Page, conduct a search for the
2. On the sidebar menu, click the View Notes menu item.
The View Customer Notes page displays.
View Customer Notes Page
3. To view the complete text for a particular note, click the desired note
in the table.
The text for that note displays in the Note Text box above the results.
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Adding Customer Notes
The Add Notes page allows you to enter information about the last customer
contact. This information is stored with the account for future reference.
To add a note:
1.
Via a customer search, access the View Customer Record page for the
customer whose rates you would like to view.
2.
On the sidebar menu, click the Add Note menu item.
The Add Note page displays.
Customer
wantschanged
rate information
Customer
plan and. asked about rates.
Add Note Page
3.
Click in the text box and enter any information you would like to save
in this customer’s record.
4.
When you are finished, click the Submit button.
The Note is saved. The View Notes page displays the note you just
entered, as well as any other notes for that customer.
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7. Using the Partner Request System Menu
The Partner Resource Center provides all partners with the following troubleticketing functionality:
Create a Ticket
View Tickets
The following sections describe the Partner Request System functionality
available within the Partner Resource Center.
Creating a Partner Request Ticket
Using the Create a Ticket function, users can submit trouble tickets or
requests for customers directly through PRC.
To create a partner request ticket:
account.
The View Customer Record page displays the customer’s information.
2. Select Create a Ticket from the sidebar menu.
The Create a Partner Request Ticket (Enter Customer Information)
Page displays with all fields populated.
Create a Partner Request Ticket – Enter Customer Information
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3. Click the Continue button to proceed.
The Create a Partner Request Ticket (Account Details) Page displays.
Create a Partner Request Ticket – Account Details
4. Populate all required fields if they have not already been pre-populated,
including First Name, Last Name, Email, and Service Type.
5. Select the appropriate option from the Request Type pull-down menu. After
the Request Type is selected, supplemental required fields are revealed.
5. Populate all of the remaining fields as they are revealed, and enter as
much detail as possible in the Please describe in detail… text box.
The more detail you enter the easier the trouble-ticket will be to
resolve.
6. Click the Continue button. The Create a Partner Request Ticket
Create a Partner Request Ticket Confirmation
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7. To attach supplemental documentation to the trouble ticket, click the
Attach Document button. The Upload a file dialog box displays.
Upload a file
8. Click the Browse button to search for the file on your PC.
9. Once you have located the file, click the Save button to append the
file to the trouble ticket.
10. To create a new ticket, click the Create a New Ticket button. To
view the ticket you just created, click the View Tickets button.
Viewing a Partner Request Ticket
Use the View Tickets function to track the progress of existing Partner
Request Tickets in PRC.
To view a partner request ticket:
1.
Click View Tickets on the sidebar menu.
The View Partner Request page displays.
View Partner Request Tickets
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2.
There are multiple ways to view tickets:
•
To view a single ticket, enter the Ticket ID and click the Search
button.
TIP: You can click the link from the email and it will bring you to this
page and pre-populate the Ticket ID and Request Type.
•
To view all tickets for a particular customer, enter the Service
Account or Phone Number AND a Request Type and click the
Search button.
•
To view all tickets created within a particular date range for your
company or partner group, select the date range, the Parent
Account name and click the Search button.
The results of the search are displayed at the bottom of the page.
Results can be exported to an Excel spreadsheet, sent via email,
or printed. In Search Results, sort on any column. To open an
individual ticket, click anywhere on the record.
View Partner Request Tickets – Ticket Details
3.
To add a note to the ticket, click and enter the note text in the ticket
notes text box and click the Add Note button.
The new note will display in the Notes area.
The Attach Document dialog box displays.
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8. Using the Advanced Functionality Menu
The Partner Resource Center provides Tier 1 partners with the following
advanced features:
Generate accounts.
Activate control numbers for reserved account numbers.
View pending orders.
View order history.
The following sections describe the advanced tasks available from the
Advanced Functionality sidebar menu and how to perform them.
Generating Accounts and Recharge Codes
Using the Generate Accounts function, Tier 1 partners can order accounts
and allocate funds to speed the delivery cycle. You can also generate
recharge codes that can be issued to existing customers to extend the life of
their accounts.
When ordering accounts or recharge codes, you must base them on one of
the profiles that have been defined for you. The profiles, which are
templates customized for each partner, contain sets of attributes that you
assign to new accounts. Accounts and recharge codes require separate
profiles because they contain different attributes.
For example, an account profile will include the rate table that will be applied
to the new account(s), the business service, the currency, account type,
expiration plan, etc. Profiles are based on the most commonly assigned
attributes. You can then select a profile to easily create accounts featuring
those attributes.
GENERATING ACCOUNTS AND RECHARGING CODES
To generate accounts and recharge codes:
1.
On the sidebar menu under Advanced Functionality, click the
Generate Accounts menu item.
The Generate Accounts page displays.
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Generate Accounts Page
2.
Click the Profile drop-down list and select the account profile you
would like to apply to the new accounts.
NOTE: If you are generating wholesale accounts and select a wholesale
profile, the Account Balance label will change to Allocation Credit.
Instead of displaying the account balance, the allocation credit amount
will display to more accurately reflect the transaction.
3.
In the Quantity field, enter the number of accounts you would like to
create.
NOTE: You can generate up to 1000 accounts per transaction.
4.
In the Denomination field, enter the amount that you would like
assigned to each account.
The Total Order Amount calculates automatically. Your account
balance displays, along with the remaining balance after this order is
completed.
NOTE: The total order amount must not exceed your account balance.
The funds will not be deducted from your account until the accounts are
created.
5.
Click the Submit button to proceed with the order.
The Generate Accounts Confirmation page displays.
Generate Accounts – Confirm Order Page
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6.
Review the information to confirm that it is correct. Click the Submit
button if the information is correct. Click the Back button if changes
are needed.
The Generate Accounts order summary page displays.
Generate Accounts Order Summary Page
CAUTION: DO NOT press the browser’s Refresh button, as it will cause
another equal order to be submitted.
7.
If you would like to place another order, click the Place Another
Order button, and repeat the process.
OR
If you would like to view all of the orders that have not yet been
processed, click the View Pending Orders button. Refer to the
View Pending Orders section later in this chapter for more
information.
Activating Control Numbers
In the event you reserved account numbers and are ready to activate them,
you can do so on the Partner Resource Center Web site. The sequential
account numbers are reserved for a specific account within your
distributorship and can be activated whenever you choose.
NOTE: When activating control numbers, you will need to have them
available so you can enter them into the Partner Resource Center.
To activate control numbers:
1.
On the sidebar menu under Advanced Functionality, click the
Activate Control Numbers menu item.
The Activate Control Numbers page displays. See the screen on the
following page.
2.
In the Sequence Start Number field, enter the first number in the
sequence of accounts you would like to activate.
3.
In the Sequence End Number field, enter the last number in the
sequence of accounts you would like to activate.
4.
If you would like to select a different expiration plan than the default
displayed, click the Expiration Plan drop-down list and select
another option.
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Activate Control Numbers Page
5.
Click the Submit button.
The Activate Control Numbers page displays a validation message and
then confirms the activation.
Viewing Pending Orders
This view contains a list of any orders that have not yet been processed.
Processing time varies based on the queue of orders submitted at that given
time, but orders are commonly processed within ten (10) to fifteen (15)
minutes.
VIEWING THE ORDERS
To view pending orders, click the View Pending Orders menu item on the
sidebar menu.
Click the Refresh button to display the most current information on the
page. If an order appears on the page and is processed while you are
viewing that page, clicking the Refresh button will remove it. That order will
now display on the View Order History page.
View Pending Orders Page
DELETING PENDING ORDERS
From this page, you can delete pending orders that you would like to cancel.
To delete pending orders:
1. Click the Delete link next to the pending order you would like to
delete. A delete confirmation dialog box displays.
2. Click the OK button to delete the order and refresh the View Pending
orders page.
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Viewing the Order History (Finding Batch Numbers)
Once an order is processed, you can review it on the View Order History page.
To view order history:
1. To view your processed orders, click the View Order History menu
item on the sidebar menu. The View Order History page displays.
View Order History Page
2. You can display the orders based on two types of search criteria:
•
By Date: Enter the Begin and End dates (mm/dd/yyyy) for the
time period you wish to search. You may use the calendar icon to
select the dates rather than type in the dates.
•
By Batch: Enter the batch number for the order you wish to view.
3. Click the Search button to display the results.
View Order History – Search Results
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VIEW ORDER HISTORY PAGE FIELDS
Batch Number
The number that identifies the set of accounts ordered for a
particular service or business service.
Distributor
The name of the distributor, reseller, or service provider
associated with the account (if applicable).
Service
The type of service associated with the account.
Available Accounts
The number of accounts still available to be provisioned to
customers or devices (if applicable). This field only applies to
VoiceLine, MaxLine and VoiceDirector accounts.
Quantity
The total number of accounts in the batch.
Number Generated
The number of accounts generated in the batch.
Denomination
The monetary value of each account in this batch.
Currency
The type of currency; e.g., USD (United States Dollars).
Total
The total value of all accounts within the batch.
Order Date
The date and time in which the batch order was placed.
Activation Type
Control number activation (i.e., activating previouslygenerated control numbers) or direct account generation
(i.e., generation live accounts).
Expiration Name
The expiration plan applied to all the accounts in this batch
(e.g., 180 days from activation, 90 days from last use, etc.).
Activated
The date and time in which the account was activated.
Seq Start
The first number in the sequence of control numbers of the
batch.
VIEWING BATCH ORDER HISTORY REPORT DETAILS
To view batch order details, click the Batch in the View Order History list.
View Order History Details Report Page
VIEW ORDER HISTORY DETAILS POP-UP WINDOW FIELDS
Service Account
The service account number assigned to a customer
(user) or distributor (wholesale or group parent).
Service
The type of service associated with the account.
Denomination
The monetary value of each account in this batch.
Pin
The personal identification number assigned to each account.
The customer uses this PIN to access the online account
center and VoiceMail.
Currency
The country currency used (e.g., U.S. dollars)
Expiration Plan
The expiration plan applied to all the accounts in this batch
(e.g., 180 days from activation, 90 days from last use, etc.)
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VIEW ORDER HISTORY DETAILS POP-UP WINDOW FIELDS
Status
This field remains blank until an account has been associated
with a plan; once that happens, the status displays as
Assigned. This information is displayed real-time.
Rate Name
The rating name applicable to the order.
Guid
Global Unique Identifier. For Click2Talk accounts, this is used
to identify which accounts should be used by the platform.
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9. Using the Service Support Menu
The Partner Resource Center is a powerful tool for VoiceLine partners. You
can set up your VoiceLine accounts and manage them, all in one application.
In this chapter, you will learn how to:
Add, edit, and delete a virtual phone number to an existing account.
Add another line to an existing account.
Add or change an account’s calling plan.
Change the device information for a particular account.
Close an account.
View accounts.
The following sections describe the functions available within the Account
Manager module and how to perform them.
Adding a Virtual Number
The customer’s primary phone number is assigned when the customer signs
up for service. If the customer wishes to have another phone number that
rings to the same phone but with a different area code, you can add a virtual
number.
For example, if a customer in the United States has primary phone number
with a New York area code but wants to have another phone number so her
family in Brazil can call her without incurring long distance charges, she can
add a virtual number with a Brazil area code to her account.
An unlimited number of virtual numbers can be added to each customer’s
line for an additional cost per month.
To add a virtual number:
account. The View Customer Record page displays the customer’s
information.
2. On the View Customer Record page, using the drop-down list located
at the top of the page, select the line to which the customer wants to
add a virtual number. The View Customer Record page displays the
customer’s information for that particular line.
3. On the sidebar menu, click the Manage Phone Numbers menu item.
The Manage Phone Numbers page displays.
4. Click the Add Virtual Number button to display the Add a Virtual
Number page.
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Add a Virtual Number Page
NOTE: If you are adding a Virtual Number for a VoiceAccess or
VoiceDirector customer, the Available Phone Number and Use for
Caller ID Display fields do not display.
5. Click the Phone Number Country drop-down menu, and select the
country of the virtual VoiceLine phone number the customer would
like to assign to this account.
6. Select the Number Type the customer would like for the virtual
VoiceLine phone number. The options depend on the selected Phone
Number Country and include Local and/or Toll-free.
7. Select the State/Province of the virtual VoiceLine phone number the
If applicable, the Area field displays. If it does not, skip to step 8.
8. If the Area field displays, click the drop-down menu, and select the
area code of the virtual VoiceLine phone number the customer would
The page will refresh and display the Area/Local Calling Area field.
9. Click the Area/Local Calling Area drop-down menu, and select the
exchange (the first few digits) of the virtual VoiceLine phone number
the customer would like to assign to this account.
For example, if the customer wants a US local California number in
the 213 area code, the exchange options are 233 or 402. This means
that the virtual VoiceLine phone number that will be assigned to this
customer will be either 1-213-233-xxxx or 1-213-402-xxxx.
10. If the customer would like this number to be displayed on the called
party’s Caller ID display, click the Use for Caller ID Display
checkbox. If you leave the box unchecked, the primary VoiceLine
phone number will display on the called party’s Caller ID display.
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11. Click the Continue button to display the Select Payment Type page.
Select Payment Type Page
12. Select whether the payment is to be transferred from the parent
account or from the child’s cash balance. Then click the Continue
button to display the New Virtual Number Confirmation Page.
Add Virtual Number Confirmation Page
13. Click the Submit button to finalize the order. The New Virtual Number
Summary page displays.
New Virtual Number Summary Page
Adding a Line
If the customer decides to add an entirely new line, including a new phone
number that rings to a different phone (via a different port on the MTA, for
example), you can add a line to the account.
For example, a customer already has a VoiceLine phone number that rings to
one phone for personal calls. If the customer wants another VoiceLine phone
number to ring to a different phone for business calls, she can add a line to
her account.
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NOTE: If the customer is located in the US or Canada and has not
acknowledged the disclaimer on the Web site, then you will not be able
to add a line to the account.
NOTE: The cost of the new line will be deducted from the customer’s
cash balance.
NOTE: The charge for the additional line will be pro-rated based on the
billing cycle dates for the original account. Both accounts will be billed
on the same schedule.
To add a line:
1.
From the Customer Search page, conduct a search for the customer’s
account.
2.
On the sidebar menu, click the Add a Line menu item.
The Add a Line page displays.
Add a Line – Page 1
NOTE: Service Country and Service Address fields are pre-populated
based on information entered for the first line. Please review this
information to ensure that it is accurate. If the customer will be using
the device/service at a different location, you must enter that service
address.
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3.
ADD A LINE – PAGE 1
Service Country*
Review the customer’s Service Country. If it is
incorrect, select the correct country.
House Number*
Review the house number where the subscriber will be using
the service. If it is incorrect, enter the correct house number.
Street Name*
Review the street name (including the road type, such as
“Street,” “Drive,” etc.) where the subscriber will be using the
service. If it is incorrect, enter the correct street name.
Unit Type
Review the address descriptor that characterizes the
applicable. If it is incorrect, enter the correct unit type.
Unit
Review the unit descriptor (e.g., if the Unit Type is Apartment,
applicable. If it is incorrect, enter the correct unit.
City*
Review the city where the customer is located. If it is
incorrect, enter the correct city.
State/Province*
Review the state or province where the customer is located. If
it is incorrect, enter the correct state or province.
Postal Code*
Review the postal code of the city where the customer is
located. If it is incorrect, enter the correct postal code.
Building
Review the building number or name in which subscriber will
be using the service, if applicable. If it is incorrect, enter the
correct building.
Floor
Review the floor number of the subscriber’s address, if
applicable. If it is incorrect, enter the correct floor.
Room
Review the room number of the subscriber’s address, if
applicable. If it is incorrect, enter the correct room.
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4.
The second Add a Line page displays.
NOTE: If you’ve selected to add an Enhanced number, the Add an
Enhanced Number page displays before the Add a Line – Page 2 page
displays.
Add a Line Page 2
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5. Enter the customer’s calling plan, device, feature settings and phone
number information according to the following table:
ADD A LINE PAGE FIELDS
Calling Plan Suite
Select the plan suite type (e.g., Pay As You Go, US & Canada).
The appropriate plans display in the table below.
Choose Plan
Select Plan
Renewal Type
Device Type
the device.
Select one of the following options:
•
Fund from child’s cash balance
•
Transfer from parent account
The Device Type field automatically defaults to the
device that was selected for the primary line. If the
customer would like an additional device used for the
additional line, select the device from the drop-down
menu.
Device ID
If the customer would like to use a different device for
the additional line, enter the 12-character Device ID, or
MAC address, for the device that will be used for the
additional line. You can find the ID on the bottom of the
device.
Select the port to which you would like the additional
line’s phone number to ring.
Port
Feature Package
IVR Language
NOTE: You cannot assign a new line to the same port as
your primary VoiceLine phone number. If you already
have 2 lines assigned to a 2-port device and you would
like to add another line, the customer will need to
purchase another device.
Select the appropriate Feature Package that the customer
would like to assign to this line. The list of available feature
packages depends on the minute plan and device type
selected.
Spanish.
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ADD A LINE PAGE FIELDS
Dial Plan
Time Zone
State/Region
Phone Number
Country
Number Type
State/Province
Local Calling Area field.
Area/City Code
field.
Local Calling Area
account.
1213402xxxx.
Available Phone
Numbers
6. Once you have entered all the information, click the Submit button at
the bottom of the page. The Add a Line Confirmation page displays.
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Add a Line Confirmation Page
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7. Click the Back button to return to the Add a Line page and make any
needed changes. Click the Submit button to save the settings for the
new line.
The Add a Line Summary page displays.
Add a Line Summary Page
IMPORTANT: US and Canadian customers will not be able to make or
receive calls until they go to either myaccountcenter.net or your specific
account center Web site and agree to the 911 disclaimer. The account
status will automatically default to "No Call" until the disclaimer is
acknowledged.
IMPORTANT: If the customer is using an InnoMedia MTA, reboot the
device (by unplugging it and then plugging back in) so it can download
the configuration files for the new line. The download is complete when
the RUN light is steady. To use the additional line, simply plug a standard
analog telephone into a newly provisioned port, listen for the dial tone
and service should be ready.
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Editing a Calling Plan
If a customer decides to change his VoiceLine calling plan, you can assign a
new plan.
SWITCHING TO A DIFFERENT CALLING PLAN
To change a customer’s calling plan:
1.
account using the customer’s first name and last name.
2.
On the sidebar menu, click the Edit Calling Plan menu item or click
the edit ( ) icon in the Calling Plan Information frame to display the
Edit Calling Plan page.
Edit Calling Plan Page
3.
Click the Edit Plan button.
The Edit Calling Plan Information page displays.
Edit Calling Plan Information Page
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4.
Select the new plan by selecting a Calling Plan Suite from the pulldown menu.
The available calling plans are displayed.
Edit Calling Plan Information Page – Select a Calling Plan
5.
Select the radio button for the appropriate plan, and click the
Continue button.
The Edit Calling Plan Information (Select Plan Renewal Type) page
displays.
Edit Calling Plan Information Page – Select Plan Renewal Type
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6.
Select the radio button for the appropriate option and click the
Continue button.
The Edit Calling Plan Information Confirmation page displays.
Edit Calling Plan Information Confirmation Page
7.
Review the edits to the calling plan, and click the Submit button to
finalize the changes.
The Edit Calling Plan Information Summary Page displays.
Edit Calling Plan Information Summary page
CANCELING PLANS
If you would like to cancel a plan (without assigning a new one), you can use
the Edit Plan button on the Edit Calling Plan page. Move the customer into a
Pay As You Go Plan.
To cancel the plan assigned to this account:
1.
2.
On the sidebar menu, click the Edit Calling Plan menu item or click the
edit ( ) icon in the Calling Plan Information frame.
The Edit Calling Plan page displays.
3.
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4.
Select the new plan by selecting a Calling Plan Suite from the pulldown menu, and selecting the Pay As You Go option.
5.
Select the Pay As You Go radio button, and click Submit.
6.
Review the information and click Submit on the Edit Calling Plan
Information Confirmation page.
ADDING A PLAN
If a customer decides to add a plan after canceling a minute plan (being
placed on a Pay As You Go plan), you can add a plan to the account using
the Edit Plan button on the Edit Calling Plan page.
To add a plan to the account:
1.
2.
On the sidebar menu, click the Edit Calling Plan menu item or click the
3.
4.
Select the new plan by selecting a Calling Plan Suite from the pulldown menu.
5.
Click the Show Plans button to view the available calling plans in
that suite.
6.
Select the radio button for the plan chosen by the customer, and click
Continue.
The Select Initial Payment Type page displays.
7.
Select the radio button for the appropriate option and click the
Continue button.
The Edit Calling Plan Information Confirmation page displays.
8.
Review the information to ensure that it is accurate and click the
Submit button to continue.
The Edit Calling Plan Information Summary page displays.
Editing the Plan Renewal Type
If you would like to change the funding source for your monthly plan
renewal, you can do so on the Edit Calling Plan page.
To edit the plan renewal type:
2. On the sidebar menu, click the Edit Calling Plan menu item or click the
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Edit Plan Renewal Type
3. Click the Edit Renewal Type button, and select one of the following
options on the Select Plan Renewal Type page:
Edit Calling Plan Information – Select Plan Renewal Type
•
Transfer From Parent Account—Every month funds will be
transferred from the parent account to pay for the plan as it
recycles.
•
Fund From Child’s Cash Balance—Every month the plan will
recycle from the cash balance, which means that you must
make sure that there are enough funds in the cash balance
(either through auto recharge, manually adding funds, or
setting up the new prepay cycles feature).
4. Click the Continue button. The Edit Calling Plan Information
5. Click Submit to finalize the change.
Editing the Device Information
There are a few scenarios in which this page is used:
Installation of a different device
Resetting a device
Account termination (close the account)
INSTALLATION OF A DIFFERENT DEVICE
When a customer installs a new device, you may need to access the Edit
Device Information page to enter the Device Type, Device ID, etc.
In some cases, customers will need to install a different device than the
original one they were given. When this occurs, the new device’s information
must be entered into the PRC to ensure that the service recognizes the
customer’s specific account settings. One or more of the following fields may
be edited:
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•
Device ID
•
Device Type
•
Port
•
Feature Package
To change the Device ID, Device Type, Port, or Feature Package
fields for a particular account:
account.
2. On the sidebar menu, click the Edit Device Information menu item
or click the edit ( ) icon in the Device Information frame.
The Edit Device Information page displays.
Edit Device Information Page
3. In the Edit Device Information section, edit the appropriate
field(s):
•
To edit the Device Type, click the drop-down menu, and
select the correct device type from the list.
•
To edit the Device ID, erase the contents of the field and
enter the new Device ID number.
•
To edit the Port, click the drop-down menu, and select the
correct port number associated with this account.
•
To edit the Feature Package, click the drop-down menu, and
select the feature package you would like to assign to this
account.
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4. Click the Submit button to save the change.
The Edit Device Settings Confirmation page displays.
Edit Device Settings Confirmation Page
5. Verify that the information is correct and click the Submit button. If
you need to make changes, click the Back button to return to the Edit
Device Settings page and make the corrections.
The Edit Device Information Summary page displays.
Edit Device Information Summary Page
IMPORTANT: Reboot the device (by unplugging it and then plugging
back in) so it can download the updated VoiceLine configuration files.
This may take up to fifteen (15) minutes. The configuration is
complete when the InnoMedia MTA’s RUN light is steady.
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RESETTING A DEVICE
The Edit Device Information page allows you to reset the account settings on
a customer’s device by clicking the Reset Device button.
NOTE: This functionality is only available if you have user permission.
Use this button if a customer’s device did not receive the service account
number and PIN during the provisioning process. When you click the Reset
Device button, the database is triggered to re-send the service account
number and PIN the next time the device reboots.
To reset a device:
1.
2.
On the sidebar menu, click the Edit Device Information menu or
click the edit ( ) icon in the Device Information frame.
The Edit Device Information page displays.
Edit Device Information Page
3.
In the Reset Device section, click the Reset Device button.
A confirmation pop-up window displays.
4.
To confirm the device reset, click the OK button; to cancel the device
reset, click the Cancel button.
If you click OK, a summary page displays. If you click Cancel, the
Edit Device Information page returns.
Edit Device Information Summary Page
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Closing Accounts
If the customer decides to cancel the service, the account must be closed.
To close an account:
account.
2. On the sidebar menu, click the Close Account menu item in the
Service Support grouping.
The Close Account page displays.
Close Account Page
3. Click the Close Account button.
A dialog box displays requesting you to confirm the account closing.
4. Click the OK button to close the account.
Managing Phone Numbers
The Manage Phone Numbers page allows you to add, delete, and edit
VoiceLine phone numbers.
Manage Phone Numbers Page
DELETING A VIRTUAL NUMBER
The Manage Phone Numbers page allows you to delete any virtual number
from the customer’s account.
NOTE: Enhanced numbers cannot be deleted from the Manage Phone
Numbers section in PRC.
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To delete a virtual number:
1.
2.
On the sidebar menu, click the Manage Phone Numbers menu item.
The Manage Phone Number page displays.
3.
In the Delete a Virtual Number section, select the number the
customer wishes to delete from the Virtual Number drop-down list.
4.
Click the Delete Virtual Number button.
A pop-up window asks, “Do you want to delete this phone number
from this account?”.
5.
Click the Yes button to proceed with the deletion.
The Delete Virtual Number Summary Page displays the number that
was deleted from the account.
EDITING A PHONE NUMBER
Some customers may decide to change the VoiceLine phone number(s) they
were assigned. The Edit a Phone Number page allows you to assign a new
phone number to a customer’s account.
To edit a phone number:
2. On the sidebar menu, click the Manage Phone Numbers menu item.
The Manage Phone Number page displays.
3. In the Edit a Phone Number section, select the number the customer
wishes to edit from the Phone Number drop-down list, and then click
the Edit Phone Number button.
The Edit a Phone Number page displays.
Edit a Phone Number Page
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4. Select the Phone Number Country for the new phone number.
5. Select the Number Type (Local or Toll-free).
6. Select the State/Province of the phone number the customer would
7. Click the Area/City Code drop-down menu to select the area code of
the new phone number the customer would like.
8. Click the Local Calling Area drop-down menu to select the specific
exchange within the selected area code of the new phone number the
customer would like.
9. Select one of the Available Phone Numbers from the drop-down
menu. More options are available by clicking the Show more
available numbers link.
10. If the customer would like this number to be displayed on the called
party’s Caller ID display, click the Use for Caller ID Display dropdown menu and select Yes. If the customer does not want this
number used for Caller ID, leave the No option selected.
A summary page displays the new phone number.
Prepaying Cycles
With the Prepay Cycles feature, VoiceLine customers can now prepay for all
monthly charges in advance, which includes their monthly plan, feature
package, phone numbers, and service fees. By prepaying for the monthly
cycles, the account is automatically renewed until the prepay cycle end date.
To set up Prepay Cycles, the account must be “active,” which means that the
customer must have made or received at least one call with the service.
NOTE: These funds are not shared with the customer’s cash balance, which is
used for overage and out-of-plan calls.
ADDING PREPAID CYCLES
To add prepaid cycles to an account:
account.
2. On the sidebar menu, click the Prepay Cycles menu item.
The Prepay Cycles page displays the current cycle begin and end
dates, as well as a summary of the monthly charges.
NOTE: You can set up prepay cycles for each line on a customer’s account by
selecting the line in the drop-down list at the top of the page
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Prepay Cycles Page
3. In the Add Prepay Cycles section, select the number of cycles the
customer would like to prepay from the Number of Cycles to Prepay
drop-down list.
The Prepay Total, Prepay Cycle Begin Date, and Prepay Cycle End
Date values update automatically based on the number of cycles
selected.
4. Select the funding source for the prepaid cycles. The options are:
•
Cash Balance—The cost of the prepaid cycle(s) will be
deducted from the cash balance.
•
Parent Account—The cost of the prepaid cycle(s) will be
deducted from the parent account.
5. Click the Add Prepay Cycles button to complete the transaction.
The Add Prepay Cycles Confirmation page displays.
6. If the information is correct, click the Submit button.
The Add Prepay Cycles Summary page displays the amount of the
transfer, as well as the new cycle begin and end dates. The prepaid
cycle information also displays on the View Customer Record page.
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REFUNDING PREPAID CYCLES
If a customer decides to cancel their remaining prepaid cycles, he or she can
do so on the Prepaid Cycles page. The unused prepaid cycle balance will be
refunded into their cash balance.
NOTE: The Refund Prepaid Cycles section only appears after cycles have
been prepaid. If there are no prepaid cycles, that section will not display.
To refund prepaid cycles:
1. View the account’s Prepay Cycles page.
Prepay Cycles Page with Refund Prepaid Cycles Section
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2. In the Refund Prepaid Cycles section, click the Refund Prepaid
Cycles button.
The Refund Prepaid Cycles Confirmation page displays the remaining
prepaid cycle amount that will be transferred to the customer’s cash
balance.
Refund Prepay Cycles Confirmation Page
3. Click the Submit button to initiate the refund.
The Prepay Cycles Summary page displays the amount of the refund.
Viewing Accounts
The View Account List page allows you to see a list of all the accounts that
you have set up within a particular time frame. From this page, you can
track your accounts and their corresponding Phone Numbers, Device IDs,
and Device Types.
If the number of accounts within the indicated date range is more than 25,
they will display on multiple pages. You can navigate between the pages by clicking
the arrow buttons to the right of the Search button.
To view the list of accounts:
1. Click the View Account List link in the VoiceLine Support sidebar
The View Account List page displays.
View Account List Page
2. By default, the page displays the accounts and devices set up within
the prior week. To view records for a different time frame, enter a
Begin Date and an End Date and then click the Submit button.
The page displays the accounts associated during the new time frame.
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3. If applicable, click the right arrow or page number at the bottom of
the page to view additional pages.
4. To view a particular account, click the record in the account list.
5. To sort the list, click the heading of the column from which you would
like the list to be sorted.
BUTTON BAR
The View Account List page contains the following functionality accessible on
the button bar near the bottom of the page:
BUTTON BAR FUNCTIONS
Export results to Excel
Print results to your local printer
Email results to yourself or colleagues
Navigate through multiple pages of results
Adding a U.S. Enhanced Phone Number in VoiceDirector
and VoiceAccess
The customer’s primary VoiceDirector or VoiceAccess phone number is
assigned when the customer signs up for the service. If the customer wishes
to add a new or ported U.S. enhanced phone number to the account, you can
do so from the Manage Phone Numbers page.
When adding an enhanced phone number you can either:
•
OR
•
ADDING A NEW U.S. ENHANCED PHONE NUMBER
To add a new U.S. enhanced phone number:
1. From the Customer Search page, conduct a search for the
customer’s account using the customer’s first name and last name.
2. In the Service Support section of the sidebar menu, click the Manage
Phone Numbers menu item.
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3. Click the Add an Enhanced Phone Number button.
The Add an Enhanced Phone Number page displays.
Add an Enhanced Number Page
4. Select USA from the Service Country pull-down list.
5. Select Get a New US Enhanced Phone Number.
6. Enter the customer’s service address information (if it is not prepopulated) and click the Continue button.
The Confirm Subscriber’s Address page displays.
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7. Confirm the customer’s address and click the Continue button.
The Directory Listing Settings page displays.
8.
9.
•
List but DO NOT Publish Information
•
List and Publish Information – enter the customer’s first name and
last name. If the customer would like an additional name on the
listing, enter it at this time.
•
DO NOT List or Publish Information
The Select a Phone Number Type page displays.
Select a Phone Number Type
10. Select from the Available Phone Numbers pull-down list. If the
customer would like more choices, click the Show more available
numbers link and select a number.
The Add an Enhanced Number Confirmation page displays.
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Add an Enhanced Number Confirmation
12. Review the order for accuracy, and click the Submit button to
finalize.
The Add an Enhanced Number Summary page displays.
Add an Enhanced Number Summary
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13. Click the View Customer Record button to view the new
enhanced number added to the customer’s account.
View Customer Record – New U.S. Enhanced Phone Number
ADDING AN EXISTING U.S. ENHANCED PHONE NUMBER
To port an existing U.S. enhanced phone number:
1.
2.
In the Service Support section of the sidebar menu, click the Manage
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3.
Click the Add an Enhanced Phone Number button.
4.
Select USA from the Service Country pull-down list.
5.
Select Port an Existing US Enhanced Phone Number.
6.
Enter the phone number to be ported in the Phone Number field.
7.
Enter the customer’s service address information (if it is not prepopulated) and click the Continue button.
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8.
Confirm the customer’s address and click the Continue button. The
Directory Listing Settings page displays.
9.
Keep Current Directory Listing
Delete Current Directory Listing
10. Check the Letter of Authorization obtained check box to indicate
that the letter of authorization has been received, and enter the Loa
Date that the letter was received.
11. If a secondary working telephone number is being ported, enter the
Billing Telephone Number.
12. By default the Customer Request Date is the first date of the range
in which the number can be ported. If the customer prefers a
different date, enter a date that falls between the two dates listed.
The Port an Enhanced Number Confirmation page displays.
Port an Existing Number Confirmation
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finalize.
The Port an Existing Number Summary page displays.
Port an Existing Number Summary
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14. Click the View Customer Record button to view the new enhanced
number added to the customer’s account.
View Customer Record – Port Existing Enhanced Phone Number
ADDING A U.S. ENHANCED PHONE NUMBER
The customer’s primary phone number is assigned when the customer signs
up for the service. If the customer wishes to add another U.S. enhanced
phone number to the account, you can do so from the Manage Phone
Numbers page.
When adding an enhanced phone number you can either:
•
OR
•
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ADDING A NEW U.S. ENHANCED PHONE NUMBER
To add a new US enhanced phone number:
5. Select Get a New US Enhanced Phone Number
6. The customer’s service address is pre-populated. So, review the
information and click the Continue button.
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8. Select the customer’s directory listing preference by selecting from
•
List and Publish Information (Enter the customer’s First Name and
Last Name. If the customer would like an Additional Name on the
listing, enter it at this time.)
•
List but DO NOT Publish Information
•
DO NOT List or Publish Information
The Select a Phone Number Type page displays.
Select a Phone Number Type
10. Select from the Available Phone Numbers pull-down list. If the
customer would like more choices, click the Show more available
numbers link.
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11. Once the number has been selected, click the Continue button.
The Add an Enhanced Number Confirmation page displays.
Add an Enhanced Number Confirmation
finalize.
The Add an Enhanced Number Summary page displays.
Add an Enhanced Number Summary
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View Customer Record – Add New Enhanced Phone Number
Porting U.S. Enhanced Phone Numbers to Voice Access
ADDING AN EXISTING U.S. ENHANCED PHONE NUMBER
To port an existing U.S. enhanced phone number:
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5. Select Port an Existing US Enhanced Phone Number.
6. Enter the customer’s service address information (if it is not prepopulated) and click the Continue button.
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8. Select the customer’s directory listing preference by selecting from
•
Keep Current Directory Listing
•
Delete Current Directory Listing
9. Check the Letter of Authorization obtained check box to indicate
that the letter of authorization has been received, and enter the Loa
Date that the letter was received.
10. If a secondary working telephone number is being ported, enter the
Billing Telephone Number.
11. By default the Customer Request Date is the first date of the range
in which the number can be ported. If the customer prefers a
different date, enter a date that falls between the two dates listed.
The Port an Enhanced Number Confirmation page displays.
Port an Existing Number Confirmation
Page 162
finalize.
The Port an Existing Number Summary page displays.
Port an Existing Number Summary
Page 163
View Customer Record – Port Existing Enhanced Phone Number
Page 164
10. Appendix
Appendix A – Terms of Use
Net2Phone, Inc. ("Net2Phone") makes available for your use on its Partner Resource
Center Web site ("Web site" or "Site") customer and account information, data,
research, materials, resources, documents, software and products (collectively
"Materials") and various services offered by Net2Phone (collectively "Services")
subject to the terms and conditions set forth in this document ("Terms of Use"). By
accessing or using this Site, which includes your access to or use of any Materials or
Services, you agree to be bound by these Terms of Use. If you do not wish to be
bound by these Terms of Use, you may not access or use the Site, Materials, or any
of the Services. By using the Materials or Service, you are agreeing to be bound by
these Terms of Use.
Net2Phone may modify the Materials, Services and Terms of Use at any time without
notice and such modifications shall be deemed effective immediately upon making
such changes. Additionally, when using particular Services or Materials, you shall be
subject to all posted agreements, guidelines or rules applicable to such Services or
Materials that may contain terms and conditions in addition to those in the Terms of
Use. All such guidelines or rules are hereby incorporated by reference into the Terms
of Use.
TRADEMARKS. All corporate names, service marks, logos, trade names,
trademarks, Web site and domain names of Net2Phone (collectively "Marks") are
and shall remain the exclusive property of Net2Phone and nothing in this
agreement shall grant you the license to use such Marks.
COPYRIGHT. All Services and/or Materials found in the Web site are protected by
trademark, copyright, or other intellectual property laws. Any commercial use of
the Services and/or Materials found on the Web site is strictly prohibited, without
the express, prior, written consent of Net2Phone. Any reproduction or
redistribution of the Services and/or Materials not in accordance with the terms
set forth herein is expressly prohibited by law, and may result in severe civil and
criminal penalties.
USE OF ANY PARTNER RESOURCE CENTER APPLICATION. The software that
is made available for your use on this Site is the copyrighted work of Net2Phone
and/or its suppliers and partners. Use of such software is governed by these
Terms of Use. You may not reverse engineer, decompile or otherwise attempt to
discover the source code of the software available on the Web site. WITHOUT
LIMITING THE FOREGOING, ANY ATTEMPT TO COPY OR REPRODUCE THE
SOFTWARE TO ANY COMPUTER, SERVER OR LOCATION FOR FURTHER
REPRODUCTION OR REDISTRIBUTION IS EXPRESSLY PROHIBITED.
YOUR CONDUCT. You agree to use the Materials and Services for lawful
purposes only. You are prohibited from posting on, or transmitting through, the
Site any unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar,
obscene, sexually explicit, profane, hateful, discriminatory, or other objectionable
material of any kind, including, without limitation, material that encourages
unlawful conduct. If Net2Phone believes, in its sole discretion, that you have
engaged in any of the foregoing conduct, Net2Phone may, (i) remove such
content from the Site; (ii) terminate or suspend your account or use of the
Services and Materials; and/or (iii) forward the offensive materials, your
communications with Net2Phone, and your personally identifiable information to
the proper authorities for investigation or prosecution.
WARRANTIES AND DISCLAIMERS. Hyperlinks or other Web pages that may be
accessible from this site will enable you to leave Net2Phone's site. The linked sites
are not under the control of Net2Phone and Net2Phone is not responsible for the
contents of any linked site or any link contained in a linked site, or any changes
or updates to such sites. Net2Phone is providing these links to you only as a
convenience, and the inclusion of any link does not imply endorsement by
Page 165
Net2Phone of the site. Net2Phone and its affiliates do not control or endorse the
content of third party Web sites. All services and materials provided on this site
are provided "as is." Net2Phone does not make any warranties of any kind, either
express or implied, including without limitation warranties of title or
noninfringement, or any implied warranties or merchantability or fitness for a
particular purpose with regard to the services or materials, any transaction
performed through the services or on the Internet generally, or as to the quality
of the call. Net2Phone shall not be liable for any cost or damage arising either
directly or indirectly from any such transaction. Net2Phone does not warrant that
the services or materials will be uninterrupted or error-free or will operate without
packet loss or interruption, nor does Net2Phone warrant any connection to or any
transmission over the Internet or that any defects in the services or materials will
be corrected. Net2Phone does not guarantee or warrant that any files made
available for downloading from the site will be free of infection or viruses, worms,
Trojan horses or other code that contains contaminating or destructive properties.
You are responsible and are urged to implement sufficient procedures and
checkpoints to satisfy your particular requirements for accuracy of data input and
output, and for maintaining a means external to the site for the reconstruction of
any lost data. Net2Phone does not warrant that the information or data inputted
and stored in this database cannot be accessed by a third party and you assume
complete and total responsibility and risk for your use of the services, materials
and the site.
LIMITATION OF LIABILITY. In no event will Net2Phone be liable for (i) any
direct, indirect, incidental, consequential, or punitive damages (including, but not
limited to damages for loss of profits, business interruption, loss of programs,
data or information, and the like) arising out of the use of or inability to use the
site, services or materials, or any transactions provided on the service or
downloaded or hyperlinked from the site, even if Net2Phone or its authorized
representatives have been advised of the possibility of such damages, or (ii) any
claim attributable to errors, omissions, or other inaccuracies in the service and/or
materials or information downloaded through, or hyperlinked from, the site; or
(iii) any claim related to data obtained by a third party who accesses the site. You
assume all risk of using the site and associated data and information.
INDEMNITY. You agree to indemnify, defend and hold Net2Phone, its officers,
directors, employees, agents, shareholders, licensers, suppliers, business
partners and any third party information providers to the Site, Services or
Materials from and against all losses, expenses, damages and costs, including
reasonable attorneys' fees, resulting from your improper use of any Services or
Materials, or any violation of this Agreement by you. The provisions of this
paragraph are for the benefit of Net2Phone and its officers, directors, employees,
agents, shareholders, licensees, suppliers, business partners and any third party
information providers to the Site, Services or Materials. Each of these individuals
or entities shall have the right to assert and enforce these provisions directly
against you on its own behalf.
TERMINATION. You agree that Net2Phone, in its sole discretion, may terminate
your password, account (or any part thereof) or use of the Services or Materials,
for any reason, or no reason at all. Net2Phone may also in its sole discretion and
at any time discontinue providing the Materials, Services, or any parts thereof,
with or without notice. You agree that any termination of your access to the
Services or Materials may be effected without prior notice, and you acknowledge
and agree that Net2Phone may immediately deactivate or delete your account
and/or bar any further access to the Services or Materials. Further, you agree
that Net2Phone shall not be liable to you or any third-party for any termination of
your access to the Services or Materials.
GOVERNING LAW; JURISDICTION. These Terms of Use shall be governed and
construed in accordance with the laws of the State of New Jersey. You agree that
in any legal action or proceeding between you and Net2Phone for any purpose
concerning this Agreement, you agree to submit to exclusive jurisdiction the state
and federal courts of New Jersey and you expressly waive all defenses to
Page 166
jurisdiction. Any cause of action or claim you may have with respect to the Site,
Services or Materials must be commenced within one (1) year after the claim or
cause of action arises or such claim or cause of action is barred. Net2Phone's
failure to insist upon or enforce strict performance of any provision of these
Terms of Use shall not be construed as a waiver of any provision or right. Neither
the course of conduct between the parties nor trade practice shall act to modify
any provision of these Terms of Use. Net2Phone may assign its rights and duties
under these Terms of Use to any party at any time without notice to you.
ACCOUNT NUMBER AND PASSWORD. You are responsible for maintaining the
confidentiality of your account number and/or password. You are responsible for
all uses of your account, whether or not actually or expressly authorized by you.
PERSONAL INFORMATION AND PRIVACY. To learn about how Net2Phone
protects your personal information, refer to our Privacy Policy (Once you log into
the Partner Resource Center Web site, the Privacy Policy link is at the lower righthand corner of the page). Please note that any non-personal information or
material sent to Net2Phone will generally be deemed to NOT be confidential.
EXPORT CONTROL LAWS. The export and re-export of Net2Phone Services and
Materials are controlled by the export laws and regulations of the United States,
as they may be amended from time to time. Accordingly, you certify that you are
aware of and will comply with all applicable export rules and regulations, including
the responsibility to obtain a license for the export or re-export of the Services
and Materials to any destination requiring such a license. In addition, the
Materials may not be exported or re-exported to Cuba, Iran, Iraq, Libya, Sudan,
the Taliban-controlled regions of Afghanistan or to any other country to which the
United States prohibits the export of goods, technology or services or to nationals
of those countries, wherever located. Moreover, neither the Software nor
Materials may be distributed to persons on the Table of Denial Orders, the Entity
List, or the List of Specially Designated Nationals maintained by the U.S.
government. By using the Services and/or Materials on this Site, you are
certifying that you are not a national of one of the above-listed countries or of
any other country to which the United States embargoes goods, services or
technology and that you are not a person on the Table of Denial Orders, the
Entity List, or the List of Specially Designated Nationals.
Page 167
Appendix B – Country Abbreviations (For Provisioning
Multiple Accounts)
The tables below contain the country abbreviations to be used when
populating the Excel template for provisioning multiple accounts.
COUNTRY
AFGHANISTAN
ALBANIA
ALGERIA
AMERICAN SAMOA
ANDORRA
ANGOLA
ANGUILLA
ANTARCTICA
ANTIGUA
ARGENTINA
ARMENIA
ARUBA
AUSTRALIA
AUSTRIA
AZERBAIJAN
BAHAMAS
BAHRAIN
BANGLADESH
BARBADOS
BELARUS
BELGIUM
BELIZE
BENIN
BERMUDA
BHUTAN
BOLIVIA
BOSNIA AND
HERZEGOVINA
BOTSWANA
BOUVET ISLAND
BRAZIL
BRITISH INDIAN OCEAN
TERRITORY
BRITISH VIRGIN IS.
BRUNEI
BULGARIA
BURKINO FASO
BURUNDI
CAMBODIA
CAMEROON
CANADA
CANARY ISLAND
CAPE VERDE
CAYMAN ISLANDS
CENT AFR REP
CHAD
CHILE
CHINA
CHRISTMAS ISLAND
COCOS (KEELING)
ISLANDS
ABBREV.
AF
AL
DZ
AS
AD
AO
AI
AQ
AG
AR
AM
AW
AU
AT
AZ
BS
BH
BD
BB
BY
BE
BZ
BJ
BM
BT
BO
BA
COUNTRY
COLOMBIA
COMOROS
CONGO
CONGO,
DEMOCRATIC
REPUBLIC OF THE
COOK ISLANDS
COSTA RICA
CROATIA
CUBA
CYPRUS
CZECH REPUBLIC
CZECHOSLOVAKIA
(FORMER)
DENMARK
DJIBOUTI
DOMINICA
DOMINICAN
REPUBLIC
EAST TIMOR
ECUADOR
EGYPT
EL SALVADOR
EQUATORAL GUINEA
ERITREA
ESTONIA
ETHIOPIA
FALKLAND ISLANDS
(MALVINAS)
FAROE ISLANDS
FIJI
FINLAND
FRANCE
FRANCE,
METROPOLITAN
FRENCH GUIANA
FRENCH POLYNESIA
FRENCH SOUTHERN
TERRITORIES
GABON
GAMBIA
GEORGIA
GERMANY
GHANA
GIBRALTAR
GREAT BRITAIN (UK)
GREECE
GREENLAND
GRENADA
GUADELOUPE
GUAM
BW
BV
BR
IO
VG
BN
BG
BF
BI
KH
CM
CA
ZS
CV
KY
CF
TD
CL
CN
CX
CC
Page 168
ABBREV.
CO
KM
CG
CD
CK
CR
HR
CU
CY
CZ
CS
DK
DJ
DM
DO
TP
EC
EG
SV
GQ
ER
EE
ET
FK
FO
FJ
FI
FR
FX
GF
PF
TF
GA
GM
GE
DE
GH
GI
GB
GR
GL
GD
GP
GU
COUNTRY
GUATEMALA
GUINEA
GUINEA BISSAU
GUYANA
HAITI
HEARD AND MCDONALD
ISLANDS
HONDURAS
HONG KONG
HUNGARY
ICELAND
INDIA
INDONESIA
IRAN
IRAQ REPUBLIC
IRELAND
ISRAEL
ITALY
IVORY COAST
JAMAICA
JAPAN
JORDAN
KAZAKHSTAN
KENYA
KIRIBATI
KOREA (NORTH)
KOREA (SOUTH)
KOSOVI
KUWAIT
KYRGYZSTAN
LAOS
LATVIA
LEBANON
LESOTHO
LIBERIA
LIBYA
LIECHTENSTEIN
LITHUANIA
LUXEMBOURG
MACAU
MACEDONIA
MADAGASCAR
MALAWI
MALAYSIA
MALDIVES
MALI
MALTA
MARSHALL ISLANDS
MARTINIQUE
MAURITANIA
MAURITIUS
MAYOTTE
MEXICO
MICRONESIA
MOLDOVA
MONACO
MONGOLIA
MONTSERRAT
ABBREV.
GT
GN
GW
GY
HT
HM
COUNTRY
MOROCCO
MOZAMBIQUE
MYANMAR
NAMIBIA
NAURU
NEPAL
NETHERLANDS
NEUTRAL ZONE
NEW CALEDONIA
NEW ZEALAND
NICARAGUA
NIGER
NIGERIA
NIUE
NL. ANTILLES
NORFOLK ISLAND
NORTHERN MARIANA
ISLANDS
NORWAY
OMAN
PAKISTAN
PALAU
PANAMA
PAPUA NEW GUINEA
PARAGUAY
PERU
PHILIPPINES
PITCAIRN
POLAND
PORTUGAL
PUERTO RICO
QATAR
REUNION ISLAND
ROMANIA
RUSSIA
RWANDA
S. GEORGIA AND S.
SANDWICH ISLS.
SAMOA
SAN MARINO
SAO TOME AND
PRINCIPE
SAUDI ARABIA
SENEGAL
SERBIA
SEYCHELLES
SIERRA LEONE
SINGAPORE
SLOVAK REPUBLIC
SLOVENIA
SOLOMON ISLANDS
SOMALIA
SOUTH AFRICA
SOUTH KOREA
SPAIN
SRI LANKA
ST KITTS & NEVIS
ST MAARTEN
HN
HK
HU
IS
IN
ID
IR
IQ
IE
IL
IT
CI
JM
JP
JO
KZ
KE
KI
KP
OS
KO
KW
KG
LA
LV
LB
LS
LR
LY
LI
LT
LU
MO
MK
MG
MW
MY
MV
ML
MT
MH
MQ
MR
MU
YT
MX
FM
MD
MC
MN
MS
Page 169
ABBREV.
MA
MZ
MM
NA
NR
NP
NL
NT
NC
NZ
NI
NE
NG
NU
AN
NF
MP
NO
OM
PK
PW
PA
PG
PY
PE
PH
PN
PL
PT
PR
QA
RE
RO
RU
RW
GS
WS
SM
ST
SA
SN
S
SC
SL
SG
SK
SI
SB
SO
ZA
KR
ES
LK
KN
AA
COUNTRY
ST. HELENA
ST. LUCIA
ST. PIERRE AND
MIQUELON
ST. VINCENT
SUDAN
SURINAME
SVALBARD AND JAN
MAYEN ISLANDS
SWAZILAND
SWEDEN
SWITZERLAND
SYRIA
TAIWAN
TAJIKISTAN
TANZANIA
THAILAND
TOGO
TOKELAU
TONGA
TRINIDAD & TOBAG
TUNISIA
TURKEY
TURKMENISTAN
TURKS & CAICOS I
TUVALU
UAE
UGANDA
UKRAINE
UNITED KINGDOM
URUGUAY
US MINOR OUTLYING
ISLANDS
USA
USSR (FORMER)
UZBEKISTAN
VANUATU
VATICAN CITY
VENEZUELA
VIETNAM
VIRGIN ISLANDS
WALLIS AND FUTUNA
ISLANDS
WEST INDIES
WESTERN SAHARA
YEMEN
YUGOSLAVIA
ZAIRE
ZAMBIA
ZIMBABWE
ABBREV.
SH
LC
PM
VC
SD
SR
SJ
SZ
SE
CH
SY
TW
TJ
TZ
TH
TG
TK
TO
TT
TN
TR
TM
TC
TV
AE
UG
UA
UK
UY
UM
US
SU
UZ
VU
VA
VE
VN
VI
WF
WI
EH
YE
YU
ZR
ZM
ZW
Page 170

PRC User`s Guide - Net2Phone Partner Resource Center

Transcription

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