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Service Address Validation and E911 Tools in the Atlas portal   The Tools drop-down in Atlas grants powerful functions pre- and post-sale to you. In this article we will discuss two such tools. These utilities access the same kind of look-ups as the Service Orders validation step, so you can get an idea if the client's address will validate before you enter the order.     Service Address Validation (Tax)   This tool checks the address to make sure we have the appropriate taxation information in our databases. Simply enter the address and press Validate Address.     E911 Address Validation   This tool looks up the address for 911 validation, ensuring that the information is found in our 911 database. It will return the correct E911 address for the location.     ... View more

Tools to check and validate phone numbers in the Atlas portal   The Tools drop-down in Atlas grants powerful functions pre- and post-sale to you. In this article we will discuss four such tools.     DID Lookup   You can use this tool to search for available DIDs by several parameters. Enter the information into the top fields then Look for numbers. It will return any results that fit the criteria enters and are available.     Assigned Number Lookup   Use this tool to see if a telephone number is currently in service in Atlas. Enter the number or numbers and press Search. It will return the data about any of the DIDs it finds in the system that match your lookup criteria.     Portability Check   This will search the entered number or numbers to see if they are portable.     DID History   This tool will allow you to enter a number or numbers and search for all of the places they have been assigned in Atlas. This is very useful if you reuse temporary DIDs during porting.     ... View more

MAC Lookup and MAC Clear functions in the Atlas portal   The Tools drop-down in Atlas grants powerful functions pre- and post-sale to you. In this article we will discuss two such tools.     Assigned MAC Lookup   This is used to determine if a MAC address is already present in the system. Simply enter the MAC (or MACs) into the field and press Search. It will return the information about the device if it can be found in any of the containers within Atlas. This is extremely useful if you have an inventory of devices that you are looking to assign to customers or potential customers.     MAC Clear   This tool can be used to free up a MAC that is present in the system but is not assigned. Once you find it, you can take actions to clear the device, as log as it is not currently associated with a service. If it is, you will need to follow the Customer Name link and remove it manually.     ... View more

If a residential customer has failed to set up their login and password to their Residential Customer Admin Portal, you can send them a new welcome email with the Reset Password button by doing the following:   1. In Atlas, navigate to the Customer tab and look up the residential customer 2. Make sure you are on the Services drop-down 3. Press the "Reset Password" button under the Actions column   Ensure the customer's email address is correct and current in the Customer Address section at the top of the page, under Customer Details.       ... View more

Recommended settings for Non-managed//Home Users//BYOB customers   Options 1.) DNS 1 = USE Customer's ISP Options 2.) DNS 1 = USE Customer's ISP For fully redundant services it is required to utilize a DNS resolver that will resolve SRV/NAPTR records. All FQDNs are Geo-Redundant between our north and south servers. They resolve to more than one IP/port. Hosted customers should whitelist the following FQDNs: south1.hosted.sip.global south2.hosted.sip.global blf-south1.hosted.sip.global blf-south2.hosted.sip.global north1.hosted.sip.global north2.hosted.sip.global blf-north1.hosted.sip.global blf-north2.hosted.sip.global generic-south.hosted.sip.global generic-north.hosted.sip.global mobile.hosted.sip.global tls-south1.hosted.sip.global tls-north1.hosted.sip.global SIP Trunking customers should whitelist the following FQDN: reg-gw.hosted.sip.global DNS service like OpenDNS or your ISP's DNS can be used if you are not managing your own DNS server. If you do manage your own DNS Server then please make sure it is SRV/NAPTR capable. We want to make sure the following (however it references it is OFF) SIP INSPECTION, SIP Transformations, SIP Aware, SIP ALG, SIP/Session Helper, or SIP PASSIVE (disable any version of this) UPNP should be disabled Networks QOS (quality of service) should be configured to prioritize the traffic for your phones over data traffic. Specifically we use DSCP Value 46 also known as EF (expedited forwarding). Enabling and opening the following UDP and TCP Ports and IP ranges: 80 443 XMPP port: 5222 Note: The following ports need to not only be open for UDP and TCP, but also Pinhole Timeout Value needs updated from 30 to 300. 5060 5061 5075 5077 4444 44444 The following ports are used at random to set up RTP streams for audio/media/voice paths: RTP Port Range: 1024 to 65535 (random) All of these IP ranges need to be open as well for services provided by Inteliquent/Voyant to function properly: Network Pop Usage 198.174.211.0/24 Plymouth ATLAS and Provisioning 198.74.62.80/28 Plymouth Configuration servers 198.174.62.0/24  Plymouth DMZ can include USS/UMS, XSPs for Device management and Clients, etc 137.192.1.0/24 Plymouth DMZ can include USS/UMS, XSPs for Device management and Clients, etc 137.192.76.0/24 Dallas DMZ can include USS/UMS, XSPs for Device management and Clients, etc 137.192.77.0/24 Dallas DMZ can include USS/UMS, XSPs for Device management and Clients, etc 204.220.52.0/24 Plymouth DMZ can include USS/UMS, XSPs for Device management and Clients, etc 204.220.62.0/24 Dallas DMZ can include USS/UMS, XSPs for Device management and Clients, etc 206.144.2.0/24 Plymouth DMZ can include USS/UMS, XSPs for Device management and Clients, etc 206.144.244.0/24 Dallas DMZ can include USS/UMS, XSPs for Device management and Clients, etc 137.192.78.0/24 Dallas SBC 6300 Carrier and Access 137.192.80.0/24 Plymouth SBC 6300 Carrier and Access subnet: 255.255.255.240 = /28 255.255.255.0 = /24 ... View more

Operator Connect with Microsoft Teams is beneficial for the following reasons: Easy Greater simplicity for more typical deployments Easy administration and call detail records Uses MAPS for enhanced security Exclusive position among US Operators     ... View more

Direct routing with Microsoft Teams requires the following: Requires Microsoft certified SBC Requires full set-up through Sinch Greater power and flexibility for complex deployments Lots of competition in the marketplace   ... View more

Product Changes and Fixes   On June 23, 2022, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality. Updates   LNP Order Update Simplification We just made LNP (Local Number Portability) Updates much easier! If a port order receives a rejection or you find information needs to be updated and resubmitted, you can now find the Update link in a new spot. Previously the Update link was found next to the Order ID. The Update link has now been moved within the specific number(s). Simply click one of the numbers that you need to update. Then click the Update link.     The Update screen will pull in any other numbers with the same matching account information and show the list on the right so you don't have to choose the numbers from a list now. The order information is automatically shown on the left. Make any necessary edits and then click Update at the bottom.     The changes are then submitted for all numbers on the right. Only one number needs to be chosen to do an update for all numbers with matching account data.   Ability to Change Residential Portal Username Partners will now have the ability in Atlas to change a Residential user’s login username.  As before, the username must be in email address format (prefix@fqdn). To change the username, open the Residential customer account in the Customers tab, then select the line of service and click Change Username from the buttons along the bottom row.     Create Case at Partner Level Partners will now be able to create a case in situations where a customer does not exist yet.  Examples might include E911 address validation or a DID request. While on the Customers tab, click Case Management. Choose Partner as the type. Fill in the Issue Type, Summary and Description and click Create Case.     Update Remaining Grey Buttons There are grey buttons throughout the portals which cause users to believe they have no function. Many of these have already been updated in previous releases. The remaining buttons are being updated to the current blue (active) and white with blue border (vs grey) for a better user experience.   Residential API Updates   Change SIP Username via API  An API has been added that provides the ability to change the SIP Username in the event the end user DID changes. This process requires a new SIP password.   Removal of Character Requirement in SIP Username Previously we required at least one alpha character in the SIP username. However, it is common to set the phone number as the SIP username so we are removing our character requirement.   Fixes   Residential Cancellation Notes When a Residential service is cancelled it will now be noted in the service notes popup found in the Services column.   Allow $ Character in Customer Admin Portal Username Fix to allow for $ in Customer Admin Portal username. Previously, a username with $ would cause Admin and Access to load indefinitely. $ will now be an allowed character.   Devices   Poly has announced an End-of-Sale date for the Poly Trio 8500 conference phone for June 30, 2022. The Trio 8500 will be removed from new sales on that date. The Trio 8500 will still be supported for Bring Your Own Device (BYOD) usage. ... View more

On May 23rd, 2022, the Customer Administration Portal will be updated with enhancements and fixes. Updates Voicemail-to-Email Transcription A new voicemail transcription feature will be made available in the Customer Administration Portal. Navigate to Manage Phone System and edit a user's account settings, then click on the Messaging tab and expand the Unified Messaging section. Use the slider to enable the Transcription feature and enter the user's email address in the "Forward a copy of this email to" section. The user will receive an email with the voice file attached and the transcribed text of the message in the body of the email:       Allow Different Ringtone for External Calls An update is being added to allow for priority alert on external calls allowing users to distinguish call type based on ringtone. The feature can be enabled by doing the following: Click Features from Manage Phone System. Navigate to Priority Alert and click Activate to enable the feature:   Once the feature is activated, it can be used on Users, Hunt Groups and Call Center queues. For users, edit the user settings in the Incoming Calls tab:     The priority alert feature can also be found in the following places: Hunt Group settings:   Call Center settings on the Queue Profile tab:     Fixes   E911 Name Update Under some circumstances the Caller's Name for E911 was not being updated.  This fix corrects that issue.  **This issue did not affect E911 functionality**   Customer Administration Portal Credit Card Fix For customers setup to pay by credit card, an update is being applied to correct an issue where the page would get stuck loading while entering credit card information and then the information does not get updated. ... View more

Product Changes and Fixes   On May 23rd, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates   Account Level Suspend A new feature is being introduced to simplify the process for administrators to suspend all voice services on Enterprise and Residential customers. The option can be found in the Customers tab in Features and Services.     Inbound and Outbound calling will be disabled for all services with calls being redirected to a voice prompt. Once a customer account is suspended, the button will change to Restore Customer. NOTE: Billing will continue on suspended accounts until services have been canceled.   Partner Branding Change to CNAME For Portal URLs In Partner Setup in the Branding section, today we provide an IP Address to point a DNS A-record for your branded Enterprise and Residential portals. An update to Partner Branding is being made to change from A-record to CNAME for your portal URLs. This offers additional enhancements over using the single A record and partners are encouraged to begin updating to use a CNAME record with the FQDNs noted in Partner Setup.   Fixes Order Creation Fix  Update to correct an issue when entering an order on an existing customer whose name contains an apostrophe. ... View more

Updates for homeXtend and nCommand Plus mobile apps rolling out week of May 16th, 2022   Updates have been released for the homeXtend and nCommand Plus mobile apps that include various bug fixes. Both apps will be upgraded to Version 1.4 during the week. To check your app version, do the following: iOS Touch the wrench icon in the upper right Touch About The version is at the bottom of the screen and should say Version 1.4   Android Touch Settings in the upper right Touch About The version is at the bottom of the screen and should say Version 1.4   If you have automatic updates on, the apps will be installed automatically during the week. If the update has not been applied, open the App Store (iOS) or Play Store (Android) and check if you have any outstanding app updates to apply. ... View more

Updates for officeXtend rolling out week of May 16th, 2022   Updates have been released for the officeXtend mobile app that includes various bug fixes. officeXtend will be upgraded to Version 1.4 during the week. To check your app version, do the following:   iOS Touch the wrench icon in the upper right Touch About The version is at the bottom of the screen and should say Version 1.4   Android Touch Settings in the upper right Touch About The version is at the bottom of the screen and should say Version 1.4   If you have automatic updates on, the app will be installed automatically during the week. If the update has not been applied, open the App Store (iOS) or Play Store (Android) and check if you have any outstanding app updates to apply. ... View more

Updates and details for the April 2022 update   A variety of features have been enhanced on this release, in the following categories: Billing API/Portal Ongoing Development Operations Billing Enhanced RMC (Rich Media Client) messaging fees to bill separately for A2P vs P2P message class types. Enhanced Brand and Campaign Billing to be able to bill separately for Sole Proprietor message class. Updated Invoice PDFs to support Sinch Acquisition Developed close acceleration contingency process required by Sinch acquisition Created TaSC functionality to store international non-usage rates in TaSC and provide monthly rating for international non-usage . API/Portal Advanced Call Route Plan Support for Toll Free Numbers Initiate E2W Trunk Group Orders for support of Atlas CAP Direct Routing service for Microsoft Teams Launched International Toll-Free Product Integration with ADO and Microsoft Azure for trouble tickets and webhooks   Ongoing Development Added features in support of Microsoft Integration with TCR and Syniverse to support Brand nd Campaign Management for   Operations GUI Enhancements ... View more

How to effectively demo products to potential customers   Simultaneous Ring   Show desktop//CAP (this is where you go in and edit a user's features under incoming calls tab) You need to edit the user of the demo phone sitting beside you.  Remember to be on your normal phone so this demo works without interrupting your current call. Click on Simultaneous Ring link. Click on the plus button on the right to add a phone number. Add the cell phone of the person you are demoing to. Turn on non-schedule. Click Save. Call from your cell phone the phone number of the demo phone beside you. The desk phone will ring once and then the person who you are demoing to their cell phone will start ringing.  We always try the desk phone first just in case someone is there to answer before a bunch of devices starts ringing.   Sequential Ring   Show desktop//CAP (this is where you go in and edit a user's features under incoming calls tab) You need to edit the user of the demo phone sitting beside you.  Remember to be on your normal phone so this demo works without interrupting your current call.  Click on Sequential Ring link. Add the cell phone of the person you are demoing to. Turn on schedule. Click save. Call from your cell phone the phone number of the demo phone beside you. The desk phone will ring first 3x and then will stop ringing and start ringing the person's cell phone who you are demoing too.  You do not have to ring the desk phone first.  You can ring their cell phone and then the desk phone.  To do this just turn off ring base station first.  You can also speed up their cell phone ringing by turning down how many rings it rings the base station before ringing the next device.   Call Forward Not Reachable   Show desktop//CAP (this is where you go in and edit a user's features under incoming calls tab) You need to edit the user of the demo phone sitting beside you.  Remember to be on your normal phone so this demo works without interrupting your current call.   First, call the desk phone from your cell phone to show it rings. Then, unplug it. Click on Call Forward Not Reachable. Add the cell phone of the person you are demoing to. Click save. Call from your cell phone the phone of the number of the demo phone beside you The desk phone will not ring since it isn't plugged in.  The cell phone of the person you are demoing to will ring. Plug the desk phone back in. Chat about what happened to give the phone time to reregister. Call the desk phone again from your cell phone.   The desk phone will ring and not the person's cell phone that you are demoing too.   Pushing/Pulling a Call from nCommand   This is where you will use your desk phone vs the demo phone You already have a call going on your desk phone.  Enter *11 on your softphone and click enter to pull the call to your computer.  Talk to the person about call quality differences, Ask them if they heard anything going on while the call was moving from one device to the other. Now enter *11 on your desk phone and your speaker button to move the call back to your desk phone.   Caller ID   Make a call from your App to a person in the room showing your office caller id. Then make a call from your App to a person in the room but as a cell phone call to show how easy it is to hide your personal information. ... View more

This article will provide a curriculum to understand our UCaaS products and how to sell, implement, and manage them   Suggested Learning Tracks   Depending on the role your associate will play, here are some suggested learning tracks.   Basic Knowledge Track This is used to learn the basic information about the UCaaS product set, features, order entry, and fulfillment. This should be taken by everyone who will come into contact with any aspect of this product set. U101 UCaaS Products  U201 Atlas Overview U202 Atlas Order Entry U301 Customer Admin Portal Overview   Order Entry Track This track expands on the Basic Knowledge to provide more details about how to approach enter orders into the system. S202a Atlas Order Entry In-Depth   Implementation Track This track expands on the Basic Knowledge to go into further details about how to provision and implement service. S202b Atlas Service Delivery In-Depth S203 Handling Jeopardies in Atlas U302 Basic PBX Set-up A401 UCaaS Call Center   Customer Management Track This track is here to provide the information necessary to properly manage established customers.  U203 Atlas Customer Management   Modules   Each of these modules has a training program with a video lesson then an associated knowledge test. Supplemental articles and documents will be available on many of the modules, as well. Be sure to use the same name on each of the tests. While it is not absolutely necessary to take each of these lessons in order, it is recommended as the knowledge learned from the lower numbered lessons is often applied in higher numbered ones.   U101 UCaaS Products (35 minutes) This introductory module will teach you about the UCaaS product set. Lesson and Evaluation   Download: UCaaS Products 2022 Article: Hosted Seats   U201 Atlas Overview (10 minutes) An overview of the Atlas portal is the subject of this brief module. Lesson and Evaluation         U202 Atlas Order Entry and Provisioning Overview (15 minutes) This module will show you how to enter orders and provision them in Atlas. This lesson shows the basics - advanced lessons will follow for each of the procedures themselves. Lesson and Evaluation         S202a Atlas Order Entry In-Depth (20 minutes) This special track lesson goes into greater detail on order entry in Atlas. The indented audience for this lesson is salespeople as well as those who will be entering orders. Lesson and Evaluation     Article: Sales Proposal Article: LNP Process   S202b Atlas Service Delivery In-Depth (10 minutes) This special track lesson goes into greater detail on the Service Delivery process in Atlas. The indented audience for this lesson is those who will be taking the orders and provisioning the service for customers. Lesson and Evaluation     Article: Service Order Processing   S203 Handling Jeopardies in Atlas (6 minutes) This special track lesson shows how to identify and clear jeopardies in Atlas. Lesson and Evaluation     U203 Atlas Customer Management (20 minutes) This lesson teaches you how to manage customers with the Atlas portal. Lesson and Evaluation     Article: Remove Seats Article: DID Swap Article: Change Service Package Article: Suspend and Resume Services   U301 Customer Admin Portal Overview (12 minutes) You will learn about the Customer Admin Portal with this module. Lesson and Evaluation   Download: CAP Guide 2022 Article: How to Demo CAP Category: UCaaS Admin Portal   U302 Basic PBX Set-up (40 minutes) This lesson will demonstrate the basic setup expectations for a PBX. Lesson and Evaluation   Download: CAP Guide 2022 Article: Setting up your PBX   A401 UCaaS Call Center (25 minutes) This advanced module highlights the Call Center product, including licensing, set-up, and reporting. Lesson and Evaluation   Download: Call Center Guide 2022 Article: Call Center Jargon Article: Hosted Call Center Overview Article: Hosted Call Center Licenses Article: Basic and Premium Queues Article: Call Center Set-Up Article: Unbranded Call Center Video   ... View more