pingtone communications inc. administrator user guide
Contents
1. Click Submit your ticket will be sent directly to the PTOP Department e You can reach PTOP at 866 746 4435 option 3 or by e mail at to ingtone com e PTOP is available 8 00am 5 30pm EST If you need to contact us after hours please contact our Support Team PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 4 of 14 Order Moves Adds amp Changes Customer Information indicates required field Today s Date 05 18 2010 k Date to Activate MAC mvaa 06 01 2010 ae Cal Company Name PingTone Communications G6 Si s Order Point of Contact John Smith Contact Phone Number 703 555 5555 iii johnsmith pingtonecom Notes amp Additional Information Change Existing Service Item to Change BEES User Modify 2 business days Ki Addnewuser e oo Line Appearance Delete 2 business days sl Delete Jane Doe from line appearance E Select a Service Item E Select a Service Item w Add New Service Item to Add Description Qty Note Customer account will be invoiced upon activation of MAC order bi authorize this MAC Order for Services and understand that MAC Orders are Addendums to the PingTone Service Agreement John Smith Name of Authorizing Party Screenshot MAC Request Form Note Please fill out the Customer Information with the required fields Note Order Point of Co2. phone number with no dashes Enter your password note this is your phone password Click Submit Query Add or make any necessary changes The following address is your current address last updated on Jun 11 2008 at 12 20AM Please review the following address information and change it if itis not correct Items marked with are required Your name PingTone Communications Address line 1 13921 Park Center Rd Address line 2 City Herndon State Virginia O M Zip code 20171 Update Address Cancel Update Address updates may take a few moments Please only click the Update button once Screenshot Update 911 Form 7 Click Update Address or Cancel Update PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 9 of 14 MAC INTERVALS GRID This provides the Interval and Pricing for the types of Changes submitted through a MAC Request 1 Log into the Customer Support website http www pingtone com customer index html 2 Type in your user name and password 3 Click on MAC Intervals Grid Please refer to the Self Admin Portal to process your requests in real time Please note that the majority of the changes can now be made through the Self Admin Portal The following items still require a MAC Order MAC Items 2 to 4 Busin
3. 57 13 7 0 0 1322 42118 132 83 2946 50 1 0 1 0 18 26 3 7 32 65240 215 L 2 8 7 Screenshot CDR Report PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 7 of 14 757 9 142 9 46 5 608 7 0 0 491 4 140 4 0 0 15 2 795 7 5 5 You must click on the Type or an End User s name to retrieve the details and to download data on the Web or to Excel For example if you click on the link for Total Inbound calls you can then choose to download the data iL 2 The following data is then provided 1 2 PingTone Administrator User Manual Spring 2010 On the Web Download to Excel End User Source Caller ID Dest Caller ID Answer Time Minutes Destination Get a CDR of this traffic On the Web Download to Excel PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 8 of 14 UPDATE 911 The enhanced 911 system E911 provides emergency operators with the caller s geographic location and phone number Per the Federal Communications Commission FCC PingTone is required to offer E911 services to all customers 1 Go to the Customer Support website http www pingtone com customer index html Update Click the Update 911 icon to Add or Update your street address for 911 emergency operators Enter your Telephone Number enter your 10 digit
4. DID Charge 12 50 per ported DID Directory Listing MRE 239 NRC 20 00 Equipment Configuration List PRICE Cisco 871 Router Configuration 49 95 Cisco 1800 amp 2800 ISR Series Router Voice QoS Configuration 195 00 Switch Configuration 95 00 Quintum AS Series Configuration 49 95 Cisco Linksys SPA2102 Configuration 19 00 Tech Support Data LAN PRICE Remote by phone call Data LAN Technical support 95 00 hr On Site Data LAN Technical Support 150 00 hr Additional IP Block 29 99 Cisco IP Phone Training PRICE Remote Phone Training by webinar amp conference call 95 00 hr On Site Phone Training 150 00 hr Phone Configurations PRICE Phone Configurations Five Business Days 19 00 per phone Customer will be responsible for shipping charges associated GES with equipment sent to shipped from PingTone ICB Individual Case Basis Inbound Caller ID Enable Disabler zz Outbound Caller ID Add Modify Delete Directory Listing Add Modify Based on Quantity the interval and price are subject to change PingTone Order Processing PTOP will confirm costs associated with your request and the completion date All MAC charges will need to be approved before provisioning can begin PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 11 of 14 PINGTO
5. NE ROLES amp RESPONSIBILITIES MATRIX This provides the roles and responsibilities for each Department within PingTone Communications PTOP Order Management 1 Log into the Customer Support website http www pingtone com customer index html 2 Type in your user name and password 3 Click on PingTone Roles and Responsibilities PROVISIONING Order Management Project management of all assigned order from book to bill Order acceptance and acknowledgment issues welcome letter to customer Update case and manage milestones Establish Design Review Meeting DRM Orders new DIDs or LNP tracks for FOC and activation Responsible for working with customer on work book for provisioning Tracks all internal amp external tasks and escalates appropriately Billing acceptance and notification process to Customer and Billing Dept Close case Participates in DRM meeting Designs and orders T1 activity to appropriate Vendor T1 test and acceptance with Vendor Designs amp establish soft switch requirements per order MAC Management MAC Management Opens a case in CRM tool for MAC order tracking Change Order acceptance and acknowledgement Single point of contact for the Customer for all MAC request Tracks for completion Billing acceptance and notification process to Customer and Billing Dept Close Case PingTone Administrator User Manual Spring 2010 Performs soft switch MAC order changes Co
6. PingTone Communications Inc Sean 13921 Park Center Road Een SE Herndon VA 20171 Gear PINGTONE COMMUNICATIONS INC ADMINISTRATOR USER GUIDE Spring 2010 Revised June 1 2010 Table of Contents ABOUT THISISMANUAL eege eege 3 MAC MOVE ADD CHANGE RE OUEST ann 4 SURPORT TROUBLE PGK EM eege 6 SEET 7 UI ERR 9 MAC INTERVALS GRID svete etter osteo ces caceceueucvivecescccveacesecuecisevesscascovstecsecuaacensecnvecveecteccveeerccsseceeseesy 10 PINGTONE ROLES amp RESPONSIBILITIES MATRIX NNN 12 PINGTONE CONTAGT LES E 14 PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 2 of 14 Introduction ABOUT THIS MANUAL This user guide is intended for those who are responsible for the Administration of your PingTone Hosted VoIP Phone Service and is here to guide you through the tools that are provided to you PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 3 of 14 Customer Support Options MAC MOVE ADD CHANGE REQUEST How to submit a MAC Order and contact PingTone Order Processing PTOP 1 Log into the Customer Support website http www pingtone com customer index html 2 Type in your user name and password 3 Click on MAC Request to create a ticket 4 Please fill out the Customer Information with the required fields 5
7. ess Days Price User Delete 2 Business Days 9 99 Line Appearance Add Delete Modify 9 99 On Net Virtual Station Forwarding ee NRC 12 00 IP Fax Add Delete Modify 9 99 E mail Forwarding Add Delete Modify 9 99 Meet Me Conferencing Enable Disable 9 99 Dial By Name Extension Add Delete Modify 9 99 Request Telephone amp IP Fax List 9 99 Speed Dials Add Delete Modify w Name 29 99 External Device Add Delete Modify Linksys ATA 29 99 Quintum Calling Plan Modify 9 99 Auto Attendant Add Re Build 49 99 Auto Attendant Add Night Mode 49 99 Auto Attendant Delete Night Mode 29 99 Auto Attendant Add Delete Modify 29 99 Hunt Group Queue Re Build applies to all users 49 99 Hunt Group Add Delete applies to all users 49 99 Queue Add applied to all users 49 99 Queue Delete Modify applies to all users 29 99 Directory Dial by Name Add Modify 29 99 MOH Custom Modify or Add WAV only 49 99 PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 10 of 14 MAC Items 15 to 24 Business Days PRICE Order Add New Numbers 15 Business Days for station order add new s for reserve WA Port less than lt 50 20 Business Days N A Port greater than gt 50 numbers 24 Business Days N A Reserve DIDs 1 99 per DID per month Port
8. ntact This is the person we will contact to verify case completion PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 5 of 14 SUPPORT TROUBLE TICKET How to create a ticket for a support related trouble issue and contact Customer Support 1 Log into the Customer Support website http www pingtone com customer index html 2 Type in your user name and password 3 Click on Support Trouble Ticket to create a ticket 4 Please fill out the Customer Information with the required fields 5 Click Submit your ticket will be sent directly to the Support Team e You can reach PingTone Customer Support at 866 746 4435 option 1 or by e mail at support pingtone com e Customer Support is available 24 7 Open Service Ticket Customer Information indicates required field Today s Date 05 18 2010 Copy Mae PingTone Communications z Company Main Phone Number 703 555 5555 Point of lt Ticket Point of Contact STEE Contact Phone Number 703 555 5555 Contact E Mail ohnsmith pingtone com Enter Ticket Request Notes amp Relevant Information Hunt group not working properly authorize this Service Ticket John Smith Name of Authorizing Party Screenshot Open Service Ticket Form Note Please fill out the Customer Information with the required fields Note Ticket Point of Contact This i
9. ntact customer to validate MAC request as required Updates case PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 12 of 14 SUPPORT 24 7 365 Trouble and Inquiry Case Management LAN WAN ENGINEER ON CALL e Single point of contact for all trouble and inquiry request e Opens cases in CRM system for Support tracking e Administrates case and Customer status updates e Escalates as required with Tier II Engineering e Escalates as required with Vendor for timely resolution e Contacts customer for closure acceptance e Close case SALES E Responsible for overall Account management e Collaborates with Customer on business solutions e Consults with Customer on technology vendors and services e Communicates Customer s objectives to PTOP Support amp Provisioning Performs onsite LAN survey as necessary Responsible for Technical review of DRM Configures customer hardware for installs MAC s and repairs Customer dispatch as necessary Tier II escalations from Support Coordinates amp Manages 3rd party dispatch Vendors Performs Pingtone remote and onsite installation PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 13 of 14 PINGTONE CONTACT LIST A list of contact information for PingTone Departments PingTone Communications Corporate Headquarter
10. s 13921 Park Center Road Herndon VA 20171 866 746 4435 PingTone Sales Department 866 746 4435 option 2 sales pingtone com PingTone Customer Support 866 746 4435 option 1 support pingtone com PingTone Order Processing PTOP 866 746 4435 option 3 ptop pingtone com PingTone Billing Department 866 746 4435 option 4 The billing department is available Monday Friday 8 30AM 5 30PM EST billing pingtone com PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 14 of 14
11. s the person we will contact for troubleshooting information and to verify issue resolution PingTone Administrator User Manual Spring 2010 PingTone Communications Inc Confidential amp Proprietary All rights reserved Page 6 of 14 CDR REPORT This allows you to pull Call Detail Records at the Company level and at the End User Level Please note the CDR Report will provide all data in GMT time 1 Log into the Customer Support website http www pingtone com customer index html 2 Type in your user name and password 3 Click on CDR Report 4 Select Company Name 5 Select Start Date and Time 6 Select End Date and Time 7 Click Submit Query Ping Tone Communications The system will then provide the following 2010 04 05 00 00 00 to 2010 05 05 00 00 00 Type Total Inbound Total Outbound US Domestic Alaska Hawaii Puerto Rico Guam Canada International Toll Free ZapTel Premium 900 Toll etc Operator N11 Services 911 611 etc Directory Assistance Calls Minutes 5529 15562 3 3615 12547 4 3156 9233 9 0 0 0 14 122 0 26 128 9 398 3049 7 0 0 0 5 07 0 0 0 0 0 0 16 12 2 End User Aaron Smith Bob Jones Brad Johnson Bryce Leggett Carrie Hughes Caller Name Unavailable Charley Elliott Collections Conference Room 6311 Chris Brown Dennis Jordan Inbound Outbound Calls Minutes Calls Minutes 142 353 7 246 91 80 9 24 36 81 7 18 182 311 0 1
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