Sinch Community

Simplified issue reporting and case visibility enhancements   On August 29, 2023, we are making an exciting new change to the Inteliquent portal to help make submitting support issues easier. Instead of choosing Trouble Ticket or Case creation, you now can choose your problem type and we will route the support issue to trouble tickets or cases. The support issue will route based upon the problem type chosen as shown below:   Simplified issue reporting   The problem type list will include all the trouble ticket issue types as well as all the case problem types. Steps to report an issue: Choose a Problem Type from the drop down Click NEXT and you will be routed to Support Case OR Trouble Ticket Enter all pertinent information and hit CREATE Your ticket or case will be created and appear in the TT List or CASE List:   Expanded case visibility   In addition, you will now be able to see the following case types: Message Use Case Customer Success Toll Free Portal Support. You can search by Case Type as well to filter by specific case types as listed above. We encourage you to explore these new features and experience the improved support portal. If you have any questions or need assistance, please don’t hesitate to contact us at portal_support@inteliquent.com.  ... View more

Upcoming Billing Migration   As part of an ongoing commitment to enhance your experience, we’re continuing to boost the Vitelity platform’s stability, scalability, and reliability. For the past year, our team has focused on “Revitalizing Vitelity”. We’ve upgraded servers and software for the portal, introducing full featured self-service porting, access to the most advanced number inventory in the industry, and more. The next major step is to release our enhanced billing platform.   What does this mean?   Behind the scenes, we’ve reviewed and upgraded all the processes supporting billing. We’re establishing a robust platform to allow more innovative solutions in the future. Accounts will be migrated to the updated system in a phased approach, over a 4–6 week period, allowing for a smooth transition and ongoing, reliable support. What’s the process? No actions are required from your side, but you will see changes in billing history and invoice presentation.    Billing History     You will see a ‘Billing Migrated at’ date on the Billing History tab once your account is moved. Six months of billing history will be available via the portal. If earlier data is needed, please open a support ticket. Invoice/CDR Presentation You will continue to request invoices in the system as you always have — you’ll see them listed under Invoice Requests and also receive them via email. However, during the migration transition, you may receive your invoice in two parts if the timeframe requested overlaps with your migration date (to account for the old and new platforms).     When is this happening? Migration of accounts will start in October. We will email a notice 3–5 days before your accounts migrate to alert you.   As always, if there are any questions or issues, please call 888-898-4835, email support@vitelity.com from an authorized email or create a support ticket through the Vitelity portal. Thank you for your business. ... View more

How can you provide telephone service to the MS Teams Phone System?   Watch the video below to learn how to provide telephone service to the MS teams phone system:     View PDF version of this Webinar   Demand for Microsoft Teams is still skyrocketing with monthly users reaching 300 million! More and more small to large enterprises — over 1 million organizations — are taking advantage of Microsoft Teams Phone System as a primary business phone system.   According to Forrester, the business value not only includes improved security and service quality but key time and cost savings, including: Average weekly savings of 1.25 hours per worker 185% return on investment for SMBs 132% return on investment for enterprises. As a service provider, and partner of Sinch, you can now offer Operator Connect to your clients through our new program, Operator Connect for Partners. This program is available for communication service providers, managed service providers, and value-added resellers to provide Teams voice calling to your enterprise customers. Participating partners can leverage the Sinch network and number coverage to take advantage of a turnkey, highly automated solution with a: Partner management portal Branded customer administration portal Low-touch order management system Efficient service and support. ... View more

New Feature - Verification Calls   Verification Calls   Security is one of the most important topics in our world today, and your calling experience is no exception. While the Vitelity customer portal currently has a variety of security measures, we’re introducing a new feature – Verification Calls. As a Vitelity user, now you can authenticate users with this feature. Simply utilize the new screen to send a system-generated call to a phone number of your choice with a specific code you choose. When you call someone, he or she will receive a call with a recorded message identifying who the call is from (Friendly Name) and the unique code. When this person calls you back, he or she can reference the code so you can be confident you’re talking to who you expect.   This new feature is in the Vitelity Portal under the menu item My Products and Services. Select Verification and Calls. Once the information is added to the form, and sent, the system will call the provided number and play the message along with the specified verification code. The receiver of the call can then provide you with the code for authentication.   ... View more

What to do when you first login to the Webex app   When you first login to the Cisco Webex app, you'll find there are many things to explore. Refer to the following sections in this article to learn more.   Initial login screen   When you first startup the app, you'll be presented with a sign in screen. This is the same for desktop, mobile and tablet clients:     Click Sign In, then enter your username and password when prompted. On initial login, you'll see a couple pop ups on 911 calling and connecting to a Cisco Room OS device:     Click OK and close the Choose a device dialog.   Exploring the menu options   On the left are the main sections of the Webex app:       Initial profile and status In the upper left of the Webex app, you can click the profile icon to customize your profile, then click Set a status to update your status at any time. Other users will see this status.   Messaging The messaging menu is where all chat communications occur and is typically the default page view when you login. You'll notice you have a Webex space already created for you that is your own personal playground to experiment with.   Teams Teams allow you to create and organize spaces for things like projects or departments rather than having everything be a linear set of spaces in your view.   Contacts Contacts can be added into some pre-defined groups, or create your own group. Custom contacts and personal list contacts will be searchable here, but these do take time to propagate into the Webex cloud.   Calling The calling menu provides access to the dialpad and call history. Your assigned phone number will be shown above the dialpad. Incoming calls will start ringing your Webex client once you login.   Voicemail The voicemail menu will show all your current voicemails and let you listen to them directly in the app.   Meetings The meetings menu is where you'll go to schedule meetings and view your meeting calendar.   Personal insights Personal insights is an optional feature you can turn on at any time. This provides information on how you are using Webex.   App Hub A number of companies build add-ons to the Cisco Webex app. App hub will help you find something you may already be using, or some additional tools that help your productivity.   Help The help menu provides quick access to help articles.   Call Settings Call settings provides direct access to many of your calling features such as call forwarding and other settings.     Appearance   First things first. Color preferences are found by clicking the profile icon in the upper left, then choosing Settings. Click on Appearance from the dialog menu. Here you can choose your color scheme and other appearance preferences:       Spaces   Spaces are the key building block of the Cisco Webex app. Any user can create a space and invite other users to join. To create a space, click the + icon, then choose Create a space:     You can name the space, then invite other users to it by searching for their name or email address they used for their Webex account:     Once you've created the space, you'll see it in your list, and can start typing a message:     You can type text, drop documents and add emojis to your messages. You can search the list of emojis to find just that right one:     Click the send button on the far right to send your message to your new space.   Calling   The calling menu is where you'll handle all incoming and outgoing calls to outside people. Call history is separated into All and Missed categories. The small phone and dialpad icons can be used to pull the call to this client or bring up the dialpad at any time respectively:     Your assigned phone number will show above the dialpad. To place a call from the dialpad, enter the phone number or start typing part of a name for matches to any users or contacts.   Voicemail   Voicemails can be fully managed from the Voicemail menu:     Selecting any voicemail will bring up an option to play, delete or mark the voicemail as unread:       Calling settings   To access call settings, select call settings in the lower left corner, then choose Open Call Preferences:     This will bring up a dialog with some quick changes you can make to your call settings. Click Advanced Settings to get access to more of your calling features:     Each of the sections can be expanded or collapsed with the arrows.   If you are a call center agent, your availability and other options will be in the Call Control section.     More information   Cisco provides more in-depth help articles on many features of Webex. ... View more

Things to do to prepare for migrating and what to expect   NOTE: When preparing to migrate to a Sinch Calling with Webex package, first review our FAQ page.   The sections below highlight some important things to note.   Messaging compatibility   The Webex, officeXtend and Voyant Connect solutions use different messaging platforms. As a result, the messaging feature is not compatible between Voyant Connect and either officeXtend or Sinch Calling with Webex. Before migrating, review your message history in Voyant Connect and save any important chats since chat data will not carry over to the new service.   Contacts   Contacts and groups in Voyant Connect will not carry over to either a Webex or officeXtend solution. Make note of any important contacts that you will want to have available in the new apps.   Existing meetings   Make note of any recurring meetings in which you are using Voyant Connect conference numbers or links as you’ll want to update those after the upgrade.   User preparation   For the users that you plan to have upgraded to a Sinch Calling with Webex package, they will need to have real email addresses assigned to each user.   NOTE: If the email address has already been used with a Cisco Webex account before, like a free Webex account, go here to delete your free Webex account: Delete your free webex account I f the email address is linked to an existing account, this will cause problems when attempting to provision the user with a Sinch Calling with Webex package.   Customer administration portal   If you are using the Customer Administration Portal to manage your enterprise, you will need to verify or update your user's email addresses in the Administration and Access menu. Each user can only have one phone number assigned as well in case you have multiple extensions/phone numbers assigned to the same user. You will need to create separate users for each and assign each user a different email address, then use the Reassign option in the Manage Phone System (Locations) section to assign those services to the new users, ensuring each user has only one seat assigned.   Voice management portal (Broadsoft)   For each user in each group, make sure to update the email address in the user's Profile section. Setting this field will help prepare this user for the upgrade to a Sinch Calling with Webex package. Contact support@inteliquent.com for any assistance.   Expectations for the migration   officeXtend   If you are migrating to officeXtend, you can get the officeXtend apps (desktop and mobile) installed before your user is migrated.   For help and user guides on officeXtend, see the help articles.   Do not login yet until you have been migrated. Once you have been migrated, you will need to logout and fully exit the Voyant Connect app. Then using the same username and password, login to officeXtend.   Note if you are using the Customer Administration Portal, you might need to reset your password following the steps in that article if you never logged into Voyant Connect before.     Sinch Calling with Webex   If you are migrating to a Sinch Calling with Webex package, the Cisco Webex apps can be downloaded for Windows, MAC, iOS and Android.   If you do download the Cisco Webex apps and try to sign up for a free account, do not use the same email address for your free account that you plan to use for your production service. If the email address you use is already in use when we try to provision your service, complications will arise requiring manual intervention. It's best to wait to try to sign in until your user is migrated. Note that when searching the app stores on mobile devices, search for Cisco Webex. You will want to install the app that says Webex, with Cisco Systems, Inc. as the company producing the app. Do not install the Webex Meetings app as it usually comes up first in your search. Scroll down to the Webex app. Your login will not work with the Webex Meetings app.   Once you have been migrated, you will need to logout and fully exit the Voyant Connect app. Then using the same username and password, login to the Webex app.   Cisco has no shortage of training materials and documentation. Helps articles are hosted by Cisco.   Feel free to get familiar with these articles as these will be the guides we reference. Cisco updates these articles to keep the content current. ... View more

Improvements for Porting Orders   On June 21, 2021, several port ordering features in the Atlas customer lifecycle management portal will be updated to improve user experience and functionality.   These updates include: Notes for Port Order Updates Now Required New Porting Help Link Reminder Emails for Port Orders Port Order Cancellations 48 Hour Warning for Port Orders Mandatory Fields for Port Orders Toll-Free Port Ordering   Notes for Port Order Updates Now Required   When updating a port order in Atlas, a new Notes section has been added to the bottom of the update entry page above the Update button. A note must be included with your update and provide as much information as possible about what you're updating. This helps the porting team verify the intent of your update changes.   New Porting Help Link   A help link is now available in Atlas in the LNP (Local Number Porting) tab. Clicking this will open a help article explaining how to use the LNP features.   Reminder Emails for Port Orders   When a port order has Firm Order Commitment (FOC), reminder emails will be sent to the configured Atlas LNP contact on the following interval: Three days before the FOC date (giving you time to make changes before the last 48 hours when no FOC date or time changes are allowed) One day before the FOC date Morning of the FOC date Each day after if the port order has not been triggered or the port has not automatically completed Please remember if you chose On-Demand and did not activate your port on the FOC date, your port order could get cancelled or any attempt to trigger the port could fail. Do not miss your on-demand FOC date.   Port Order Cancellations   A new icon has been added to the Actions column in the LNP tab in Atlas.     The “X” icon can be used on any port order which is not already pending cancellation or already canceled. When clicking the cancel icon, the following note will pop up. Canceling an order cannot be reversed. Additionally, any numbers on a canceled order could take up to 24 hours before being available for use on another port order:         48 Hour Warning for Port Orders   Once FOC has been received for a port order, the FOC date cannot be changed if the current date and time are within 48 hours of the received FOC date and time. An error message will now explicitly state you are in the 48-hour window. A ticket must be opened to request any order updates at this point.   Mandatory Fields for Port Orders   When updating a port order in the LNP tab in Atlas, selecting a number on the right will pull back most data needed for a port order. When multi-selecting a group of numbers, you must fill out all necessary information that will be applied as an update for all selected numbers. Any mandatory fields are now checked and the update cannot be completed without entering any mandatory data.   Toll-Free Port Orders   Toll-free port orders can now be submitted in Atlas in the LNP tab. Either choose Bulk Port or Customer LNP Order as your first option, then choose Toll-Free Number(s). Toll-free number ports must be submitted separately from regular phone number ports. The only option when submitting a toll-free port is to upload the required LOA (Letter of Authorization) form, which must be attached to any toll-free port order. Once the LOA is uploaded, review and submit the order request. Toll-free numbers will still need manual triggering, so please open a ticket when the number should be ported. ... View more

Atlas features for entering and managing port orders   A new service has been added to Atlas that now lets you see and manage all your port orders in one place. The new set of porting features allows you to follow the same porting processes for both business and residential orders, reducing training and making things even easier to do. This was covered in the Partner Summit in January 2021:       Viewing Port Orders   Once you've logged into Atlas, you should see a new tab labeled LNP, for Local Number Portability. This LNP tab includes everything you need to handle porting for standard DID (Direct Inward Dial) numbers. Toll Free number porting will be added at a later time.   When you first click the LNP tab, any outstanding port orders will be displayed. The default Filter setting filters the orders for those that are in Pending status, meaning orders that have not completed yet. These are generally the ones you care most about as this gives you a quick view of any port orders that might need attention, or might be porting soon:   Filtering Your Port Orders   The Filter button includes a number of options to help you locate port orders quickly:   The following filter options are available: Submitted allows you to filter the list of orders by order date range Order Number lets you enter a specific port order number Status allows you to filter on on the status of the port orders. The default is Pending. To see all current and previous port orders, choose All. Completed orders have a status of Closed. Customer Type can be used to filter on Enterprise vs Residential orders. TN can be used to find which port order contains a number that should be on a port order. This option is great when you can't remember which port order a number might have been entered on. Port Order View - Columns   The filtered port orders will be listed in rows:     Each column contains important information about each port order: The first column is the Order Number. This is a reference number for this order that is created at the time the order is initially submitted. The link lets you drill into details about this specific order. The Submitted column indicates the date and time this order was submitted. The Submitted filter option searches on this date. TN Quantity indicates how many numbers were on the port order. PON is usually reserved for special cases. Partner will indicate your partner name. Channel Partner will indicate if the port order was placed for a specific Channel Partner you may have. Reference can be either an Enterprise or Residential name, or this might be an Enterprise or Residential sales order number depending on how the initial order was created. We'll review this later in this article on how to enter port orders. Customer Type indicates wether this is an Enterprise or Residential customer. Desired Due Date & Time indicates the "initial" requested FOC date and time (Firm Order Commitment). The losing carrier (the one you are requesting numbers be ported from) may provide a different date once the order is accepted however. The "actual" FOC dates are also shown here in the FOCDATE(S) column. Status indicates the status of the order. In progress orders will indicate Pending, while completed orders will indicate Closed. FOC'ED indicate the quantity of numbers on the port order that have received a FOC date from the losing carrier. Not all numbers may receive the same FOC date depending on how numbers are split across rate centers. Activated indicates the quantity of numbers on the port order that have completed porting and are now active on our network. Rejected indicates the quantity of numbers on the port order that have been rejected by the losing carrier. Any quantity here other than zero indicates you need to take action to correct something on the port order. FOCDATE(S) will indicate one or more FOC dates when the losing carrier accepts your port request and agrees to the request. If not dates are listed, no numbers have FOC yet. The Action column includes two icons. The first double-arrow icon is a refresh button in case any data might appear to be out of sync. This will cause a fresh pull of data for this order. The second button will pull up any notes on this order that the Inteliquent porting team might have entered. If there are rejected numbers on this port order, review the order notes to understand why those numbers are being rejected. Port Order Detailed View   Each port order contains additional details. Click on the blue link in the Order Number column.   Each port order could contain one or more numbers. The numbers could also be split into multiple groups when numbers entered on a port order are in different rate centers or have different losing carriers.   In the above example, there is one group with two phone numbers on the port order. This order is a completed order, so the status is Closed. For each group, the status of numbers is listed with the Total number for the group, the number in Jeopardy (rejected), the number In Progress, the number Closed and the number Cancelled.   Each number can be expanded to get further details:     This view will show all the information that was entered when creating the port order. NOTE: The above is test data.   When entering a port order, authorization information is required to be entered, and that is reflected above. Additional information is shown for each number like whether you had previously chosen On Demand Activation when entering the port order as well as the FOC date and time (if the Status is FOC Received or Complete). Otherwise those fields will be empty.   This main view is designed to provide all the necessary information you need about your port orders at-a-glance.   Creating a New Port Order   To create a new port order, click the Create Order button in the main view: There are two options when creating a port order: Bulk Port and Customer LNP Order: Bulk Port can be used when you are porting in a block of numbers that is not necessarily associated with a specific customer. When a port order is submitted using Bulk Port, the Reference column will be blank when viewing this port order since won't be associated with a customer. Using the Customer LNP option has some additional benefits if you are porting numbers for a specific customer. The orders will show with the customer name or sales order number in the Reference column. Additionally, when entering the port order, some of the data can be auto-populated for you directly from the Sales Order. Bulk Port   To create a Bulk Port, choose Bulk Port, the click Next. The first step will be to enter all the numbers you want to port so they can be checked for portability.   Importing Numbers     There are two options here. If you have a larger list of numbers, you can import them via a CSV file. There is a link to Download a Sample CSV. Fill out the rows with the numbers, resave the file as a CSV and either drag-and-drop it to the left panel, or Browse your file system for where you saved your file. You can also manually enter numbers in the right panel. Press Enter after entering each 10-digit number. This is the easier option for smaller port orders. You can also copy a row of numbers from a spreadsheet or text document and paste them in to the right panel.   Once you have your numbers entered, click the Validate TN button:     Validating the numbers will check the numbers to see if they are portable and provide a list of information including who the current carrier is for the numbers. There is also a Download CSV option that will download the whole table of information if you want to keep this for your records:     In the above case, three numbers were entered. The first two numbers are indicated as portable. The Rate Center Tier indicates tier 0 and WS-A. This is important to note if you want to do on demand activation (trigger porting) for these numbers. The tier must be tier 0 or a wireless tier in order to choose the on demand option. That will be discussed shortly. The Service Provider Name is the carrier that currently has the number. This is the losing carrier for your port request. If a number is not portable, a Non Portable Reason will be provided. In the above case, the number is not valid.   To proceed with the order, first remove any numbers that are not portable by using the trash can icon. If the number is showing non portable and you think it should be, you might want to go back and verify you entered the number correctly.     Entering Port Order Details   Next, click Import TN. This will now bring you to a screen where you can enter your port order details, like the authorized user, Billing Telephone Number and other information that you would normally include as part of filling out an LOA (Letter of Authorization) form. Since you are filling in the information here directly, in general, an LOA form is not required unless the losing carrier requests it.   The data entry screen is broken up into multiple sections. The Imported TN List section in the top part just indicates all the numbers you imported for this order for a quick verification.     FOC Date and Time   The Order Template section is where you will fill out the details for your port order. The first thing you will do on your order is choose when you would like to port the numbers. This is referred to as the FOC date (Firm Order Commitment): First, you can decide if you want to be in control of triggering the number activation once the number is available to do so. The activation can only be triggered on the agreed upon FOC day. The numbers on your port order must be in the Tier 0 or wireless rate tiers to allow for On Demand Activation as note previously.   Selecting On Demand Activation changes the FOC Date and Time entry field to FOC Date. When using On Demand Activation, the time does not matter as you are responsible for triggering the port. If you are using this option, make sure to create a calendar appointment for yourself or your porting team so you do not forget to trigger this port on the FOC date. When not using the On Demand Activation, the port will automatically occur on the agreed upon FOC Date and Time. Set a calendar appointment as well as you will still need to enter a DID swap to swap in the newly ported number for the currently assigned temporary number.   Next, choose the FOC Time Zone you are entering the port order for. Then click the calendar icon on the FOC Date or FOC Date and Time field. Only the day can be chosen for On Demand. The first available day you can choose is four days out, but it is highly unlikely a port can be completed this quickly. Most ports can take up to two weeks, so be realistic about choosing the FOC date. Additionally, most losing carriers won't let you request a port date that is over 30 days out. Don't choose a day that is two months from now or your port request will likely be rejected. You probably already have a feeling for how long some carriers can take to process port orders especially if you are doing porting currently or in the past. If On Demand is not chosen, choose a time as well. The hours available are only during our posted hours for when the Inteliquent porting team is available. This ensures someone is available in case the automation has any issues or translations may need adjusting.     Entering Authorization Data   When creating a port order, the imported numbers could belong to multiple rate centers or losing carriers, which typically means sets of numbers could be grouped together. This would be the same case if you were to manually fill out LOA forms. With multiple addresses, rate centers or losing carriers, you would need a separate LOA form for each.   When entering the data for port orders, this will be done in two steps. The first is to fill in the section on the left. This includes the auth data as well as address information for a group of numbers. In the section on the right, choose which numbers this information applies to and move those to the right in the number lists. To create the next group, click the Clear From link and re-enter the information for the next set of numbers.   Here is an example order. First, fill in the authorization data for the first number(s):   Mandatory fields have an asterisk next to them. The Account Number, BTN/ATN (Billing Telephone Number/Account Telephone Number), Auth Name and Country are required for every order, just as when filling out an LOA form and must exactly match what the losing carrier has on record. These can usually be obtained from a Bill Copy.   The Account Pin is optional if you know there is a PIN. If the number you are porting is a wireless number, it's pretty much guaranteed there will be a port out PIN and your port order will be rejected without it. The end customer will need to call their carrier to get their PIN if they don't know it.   End User Information   The next section to fill out is end user information:   This includes the End User Name that the losing carrier will have on record, the address the losing carrier has on record and whether these are Business or Residential numbers. Again, this information must match exactly what the losing carrier has and can typically be obtained from a Bill Copy from the customer.   One the Auth section and End User section are filled out, you can choose which number(s) should be associated with this data:     In this example, the first number in the list was selected, then the right-facing arrow was clicked to move the number over to the right-hand side column. If all numbers can be applied to the same port data, then just choose Select All at the bottom of the left-hand side column and then click the arrow to move all the numbers at once. Multi-select also works in the left column by clicking a number, then shift-clicking a number further down the list to select a range, or ctrl-clicking select numbers.   To enter the data for the next number, you can click the Clear Form button to clear all the Auth and End User data.   Here is the second Auth section:   And the second End User section:     Then choose the next number:     At this point, the porting information has been entered for this order and no numbers are left to be selected.   If you do know the losing carrier will require a signed LOA form or Bill Copy, you can attach those to the port order:     Once you have everything completed, click Next in the bottom right to go to an order review screen.     Reviewing Your Port Order   On the Order Summary screen, you can review your order for correctness before placing the port order. The screen is split up into multiple sections:     The top section will list your chosen Desired Due Date & Time, Time Zone and whether you chose On Demand Activation.   After that, the data will be in groups depending on how may different locations you added to your order. In our test order, two separate orders where entered with one number entered in each location. If you did not enter data for a field, such as the Street Post-Direction or other optional fields, there is a yellow indicator. This only implies that no data was entered but is not required.   At this point, verify all the information looks accurate. If documents were added, they will show at the bottom of the screen. If everything is correct, click Place Order. If something needs correcting, click Back to return to the previous screen.     Correcting Data   If you did see something needs correcting and clicked Back, the Auth and End User data sections will be blank:     If you know which ones needed editing, simply click the number(s) on the right (this will show the data on the left, but can't be edited) and click the left-facing arrow. This will restore the Auth and End User data entered for that block of numbers and allow you to edit it:     Make any necessary edits, select the number(s) in the left-hand number column and move that to the right again. Click on Next to review the summary once again and verify your update looks good:     When you are ready, click Place Order to submit your port order. Once that is done, the order will show up in the list of port orders to view in a few minutes. The order will be in Pending status and waiting on FOC data approval.   Customer LNP Order Entry   As discussed previously, there are two ways to enter port orders. The Bulk Port method was presented above. This section will present the differences between the Bulk Port and Customer LNP Entry methods:     The Customer LNP order option lets you find sales orders to associate your order with. The Sales Order must be in the Submitted status. Unlike previously, you do not have to complete any Service Order steps or have the order fully provisioned to enter a port order. This greatly speeds up the porting process in that you can submit your port request much earlier.   There are multiple ways to find an order. The Customer Type drop-down will let you choose Enterprise vs Residential orders. If you just choose Enterprise or Residential, then click the blue magnifying glass icon, only those orders will be listed.   You can also search specifically for a Company Name (Enterprise) by entering some part of the company name, or enter part of a Customer ID to locate a residential sales order. Optionally, you can click the Sales Order Number option, then the blue magnifying glass and this will pull up all of your Sales Orders, with the most recent at the top. You could also enter a specific Sales Order number or part of one to narrow down the search. With nothing entered, the default is to list all Enterprise and Residential orders:     To place a port order against a specific sales order, select that Sales Order, then click the Next button at the very bottom of the screen:     In my example, I have searched for part of a customer name to create a port order:     Once you find the customer, select this customer and click Next. At this point, the next screens will be the same as the Bulk Port method. But, there are some convenience features to help reduce data entry:     Enter your numbers you want to include on the order or import your list. Then click Validate TN. As with the Bulk Import method, verify the portability of the numbers and click Import TN. Because a customer or Sales Order is chosen, the system knows the addresses used in the order. This allows for an auto fill option in which the End User information is pre-filled when you choose which location to use for each group of number(s):     When you are entering the order, choose a location from the Locations drop-down, then click on Auto Prefill:   This will fill in as much data as is known directly from the customer or sales order data:     The Auth data information will still need to be entered. Additionally, some address data may still need to be updated above as the data must typically match exactly what the customer has with the losing carrier, so if the information varies slightly between the data entered when the orders were created and what the customer has on their current Bill Copy with their existing carrier, correct the data to match the Bill Copy.   As with the Bulk Import method, once the Auth data and End User data are entered, choose the number(s) that apply to this location in the left-hand number column, then click the right-facing arrow to move those over:     Next, click on Clear Form in the data section, then choose your next Location that you are creating a port order for. The click Auto Prefill to fill in the next set of End User data, make any necessary corrections to match the existing carrier Bill Copy data, add in the Auth data, select the number(s) to use with this location and move those over.   Once all numbers are used, then click Next to review your order summary:     This is the same as if you had entered a Bulk Port, but with the additional savings on the data entry.   The other difference is that once a Customer LNP order is submitted, the order view will show a Sales Order number or business name in the Reference column, making it easier to determine what port order was used for a specific customer account. The Bulk Port orders will show blank in the Reference field.   Partner Setup For Notifications   It's important to periodically check the status on your port orders by reviewing the LNP tab and check what orders have quantities in the FOCDED, or REJECTED columns. Stay on top of anything that is REJECTED. This means the order is not moving forward and you will not receive FOC for the order until you correct some data on the order.   You can set up notifications any time a port order gets a rejection. This allows you to get a faster notification of any issues on your orders. To do this, make sure you have an LNP Contact created in Partner Setup in the Contacts section:     This can be a single email or a distro email that you maintain. Next, go to the Basic Information section in Partner Setup and enable the LNP Notification option:     This will enable notifications for any issues on your port orders.   Sales Order and Service Order Differences   When using the new porting submission process, there are some differences on Sales Orders and Service Orders for Residential, but also for Enterprise.   Sales Orders Differences   The key difference for Sales Orders for Residential is when you get to the last step prior to submitting the Sales Order. In the final step, you click the User Info button and enter information for the user. This includes the number to port in and directory listing options. Those parts are no longer necessary and will be removed in a future Atlas update:     The number to port should be submitted using the LNP tab and the directory information can be added after the number ports in in the Customers tab.   For Enterprise orders, no additional porting information is currently submitted with the Sales Order. LOAs are normally emailed to our porting team, but that is no longer necessary and should be entered directly in the LNP tab as outlined earlier in this article.   Service Order Differences   Service Orders for Residential can now be processed using workflows that do not contain porting steps. It is no longer necessary to wait until an order has been Provisioned either. As mentioned, the port order can be submitted once the Sales Order has been submitted, and prior to any Service Order steps being completed. This has a number of advantages: The Port Order and Service Order are processed independently and allows you to submit your port order as early as possible in the cycle. You no longer submit your port request using the Show LNP button on the Service Order (Residential) to create your port request. Doing this currently has a side effect of locking any changes to the service until the port completes. With the two order types decoupled, this locking does not occur. In a future update, the Show LNP button will be removed for Residential Service orders:   DID Swaps   With the new LNP tab features, the porting process has now been made the same for both Business and Residential ports. All ports should be submitted and managed from the LNP tab. The provides additional flexibility when it comes time to complete the port and test.   IMPORTANT NOTE: For numbers that will be swapped onto any Hosted Fax service, wait until the port completes for these numbers, then perform the DID swap. This ensures the correct network routing is set on those numbers.   Several options exist for completing the port and various testing strategies: Prior to the port completing, a DID Swap could be performed using the Change DID button on either an Enterprise or Residential customer. This will now be the same for both customer types. This can be done on the day of the port for example. This allows you to do on-net call testing to verify the services are configured correctly prior to the number porting in. If you did not select On Demand Activation when submitting the port request, the port will complete at the final FOC Date and Time. This can be seen in the FOC DATE(S) column in the port orders view. When those numbers port, the status of the order may go to Closed and you will need to filter the list again, this time for Completed orders. When viewing the list of numbers on the order, they should be Activated and in Completed status. At this point, begin off-net testing to verify the porting has completed. There could be some delay in external number translations from the losing carrier, so this may not be immediate, or may appear to work from one off-net carrier but not another initially. If you did select On Demand Activation, you can trigger the port at your convenience on the day of the port. To do this, find the port order in the port order list and click the blue link on the Order Number column. This will load the port order details. If the port order contained multiple groups, each group can be triggered independently. An On Demand Activation link will show on the day of the port next to the losing carrier information in the detailed view. Clicking this link will allow you to activate the port. Once activated, refresh the order details periodically until the Status on the numbers goes to Completed status and all numbers in the group are Closed:   Once all DID Swaps are completed and numbers are ported (either timed or on demand), the port process is now completed.   CNAM and Directory Listing   And one final step. Don't forget to update the CNAM for any of the new numbers you have ported in. This can be done on the specific customer. Choose DID Features from the Service Category drop-down. Then select one or more numbers to update the CNAM for. You can also set a Directory Listing on a selected number as well.   Toll Free Number Porting   At this time we are only offering DID number porting through the Atlas portal. Toll Free number porting will be offered in the future, so for now, continue to send in your Toll Free number port requests to your existing porting contacts. ... View more

Newly Added Features for the Inteliquent Portal and API   Portal/API Enhancements Restoring Service to Disconnected Telephone Numbers   We have enabled the ability to restore your disconnected telephone numbers within 60 days of disconnect via the portal screen and tnRestore API. Once you select the telephone number, you follow the normal ordering process for new telephone numbers:       Brand and Campaign Management   You can add your brands and campaigns directly to your account via this portal screen and the API. API support also available via new endpoints in API guide:       Customizable Webhooks and Order Notifications   You can now add additional email notifications for specific order types as well as customize your webhooks to add multiple URLS. API support also available via new endpoints in API guide:       Trunk Group Ordering for DID and Toll-Free   Added functionality to enter trunk group orders via the portal and API. Please note this functionality must be enabled so please email clientservices@inteliquent.com to enable this feature:       Maintenance Calendar   You can refer to our maintenance calendar in the Resources section to view any outages or maintenance being performed on our portal and API. It also displays our holidays:     We appreciate your business and thank you for choosing Inteliquent. If you have any questions or issues, please contact us at portal_support@inteliquent.com. ... View more

New Features and Updates for the Customer Administration Portal   Option to Restore Desktop Sharing To Desktop Clients   For users that need the Desktop Sharing feature of the desktop Voyant Connect and nCommand clients, a feature has been added to the Customer Administration Portal to re-enable this feature. In Manage Phone System, click the green Features button to open the Enable Features dialog. Click Activate on the row with Collaborate - Sharing to start a background task that will re-enable desktop sharing for any seats that include the clients:   ... View more

New Features and Updates for the Atlas Customer Lifecycle Management Portal   Bulk Number Swaps   For business customers, a new Bulk DID Swap feature has been added in Atlas:   This feature lets you download a CSV file containing all the services and their current numbers:     You can then fill in the new numbers you want to swap to in the CSV file and choose that file to import. Simply add the new numbers in the New Phone Number column. Delete any rows that you don’t want to swap in numbers to:         Once loaded, several steps will take you through the process of validating the numbers, checking for carrier assignment (IQNT, Bring Your Own DID), and finally, starting the Assign DID background processing:     The number swaps will show on each service as they do now, and will complete in a few minutes depending on how many numbers were imported:       Remove Unnecessary LNP Reports   Older LNP report notification emails are being removed. The new LNP tab should be used to check status on any LNP port orders.     Changes for LNP Order Updates   A number of changes were made to improve the ability to update LNP orders that are in progress. The On Demand Activation option has been made available during an update. Order updates are now possible in all conditions except once an order is canceled, pending cancel, closed or within a 48-hour window prior to the port date. Additionally, the state can be properly selected from the drop-down menu in cases where the state was entered incorrectly on an order. The Pre/Post direction option can now be un-selected if you accidentally choose the wrong option. Just choose Select again from the drop-down to return the field to it’s default.     Allow For Shorter Account Numbers on LNP Orders   When entering a new LNP order in the LNP tab, the customer’s Account Number has been adjusted to a minimum of 1 character in cases where a losing carrier has short account numbers. ... View more

Videos for Private Label Partners to Embed on their Website   Instructions: Copy the embed code displayed below the chosen video into your website in order to embed the video onto your website page.   CAP Overview Video     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/t8278yukhb?videoFoam=true title="CAP Overview Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Add and Reassign Users Video     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/ndtdqp8eef?videoFoam=true title="Add User Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Auto Attendant Video     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/s4o09pvut5?videoFoam=true title="AutoAttendant Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Hunt Group Video     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/6zecbf48c1?videoFoam=true title="Hunt Group Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Call Control     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/yikruc2e6a?videoFoam=true title="Call Control Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Change Extension     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/f5fx2j08qv?videoFoam=true title="Change Extension Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Incoming Calls     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/414oa2kkyz?videoFoam=true title="Incoming Calls Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Voicemail Messaging     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/c9i5hjcn0n?videoFoam=true title="Messaging Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Virtual Numbers     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/tz99p2fl6t?videoFoam=true title="Virtual Numbers Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Call Recording     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/epveb45v0g?videoFoam=true title="Call Recording Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.js async></script>     Hosted Fax     Embed Code: <div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src=https://fast.wistia.net/embed/iframe/8nykmm2alk?videoFoam=true title="HostedFax Video" allow="autoplay; fullscreen" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" msallowfullscreen width="100%" height="100%"></iframe></div></div> <script src=https://fast.wistia.net/assets/external/E-v1.jsasync></script> ... 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Locate credentials for a generic device in Atlas   Instead of using the Grandstream ATA for residential service, a fax line, or any other analog use, you can use a generic device. In order to fully utilize the service, though, you will need to have access to the web interface for the specific device where you will enter the credentials.   You can locate the credentials for the service using the Atlas portal: Load the customer's PBX in the Customer Tab of Atlas Select the Category "Features & Services" Go to the Seat Packages tab The seat itself with the generic device will have an information symbol next to it. Press this symbol and the SIP Configuration window will pop up:   You will see the SIP server name, Outbound Proxy, User ID, and SIP Authentication ID. The Password will be randomized at the start, so you will next want to press the Change Credentials button:   This expanded view will let you generate a new password.   Once you have all of these credentials, you will need to enter them into the appropriate fields in your web portal for the device itself. ... View more

New Features and Updates for the Customer Administration Portal   On August 31, 2020, Voyant will make product updates to the Customer Administration Portal to include new features that enhance functionality and improve user experience.   Overview of New Features     New Features   New E911 Address Validation Change When you update the address in the E911 Service Address section of Manage Services (Location Tab), the service will validate the address as you update. This updates with the E911 Vendor directly, with the change happening in real-time.   Voicemail-to-Email Subject Line Will Now Include Caller Name When a voicemail is delivered to email, the subject line will include the full Caller-ID data, with the number as well as the name on the caller. ... View more

Activating Hot-Desking in the Customer Administration Portal   To activate hot-desking in the Customer Administration Portal: Log into the Customer Administration Portal. In the menu on the left, click on Location. Scroll down and click on All locations or select the location menu item. In the search box in the upper right-hand corner, search for the user by username, phone number, MAC, or device type. In the Device Type column, click on the link next to the icon for the device. In the Device Details pop-up that appears, click the Hoteling link. Next to Allow Guest: Turn hoteling On or Off. You can assign the guest here with the drop-down menu, or the individual can do it with their device:   To enable hoteling on a specific device, press the GuestIn button from the soft keys. Then follow the prompts to enter your home extension and voicemail access number when prompted. If the GuestIn button does not appear, that indicates the extension does not have hoteling enabled.   The hoteling system will reset automatically and dissociate the guest after 12 hours. So, if you are working remotely for multiple days, you will need to set yourself as a guest every day.  ... View more