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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; 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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; 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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

Downloadable Guide for Customer Administration Portal Call Centers   A guide is available to download: Call Center Guide 2022   The following list goes through the performance parameters you may be required to provide when scheduling or running a report. Note that the parameter names may differ depending on the interface you use to request the report: Call Completion: This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call Completion service level can be set to “1” through “7200” seconds. Short Duration: This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds. Service Level: This setting allows you to provide up to five service levels, used to perform service-level calculations for each call center or DNIS per interval service-level threshold. Each service-level threshold can be set to “1” through “7200” seconds. Service Level Objective: This provides an indicator for the service-level objective, expressed as a percentage value. Abandoned Call: This parameter is used to count the number of calls abandoned within a specified time. Up to four thresholds can be specified, resulting in up to four different counts. Each threshold can be set to “1” through “7200” seconds. ... View more

Changing the physical location of your device   The devices themselves will connect to the network and register so long as they have a connection to the Internet. This means you can move your device to another location, plug it in, and it will function.   Note: This does not change its location inside the Customer Administration Portal, nor does it adjust the E911 address. you can change the location in the system in Atlas, and the E911 information in the Customer Administration Portal. Phones with a power supply can be moved to any location with a broadband connection. Phones with POE will require the connection to be enabled for POE. ... View more

Start, Join, and End Settings   Go To: Meet-Me Conferencing > Conferences > Edit your Conference Bridge > Profiles tab These settings are available in the Broadsoft Portal only:     Mute All Attendees On Entry: This is also known as Automatic Lecture Mode. Participants can bring themselves off mute by pressing *1 and go back on mute by pressing *1 again.   End Conference When Moderator Departs: Unless this is checked, the bridge will remain open even after the moderator leaves. It is recommended this feature is turned on so all participants are dismissed when the moderator concludes the call.   Moderator Required to Start Conference: If this is checked, the conference bridge will not open and everyone will remain on hold until the moderator arrives.    When Attendees Join/Leave: “Play tone” plays a beep whenever someone joins or leaves. Play recorded name plays the participants name upon entry. No notification turns the beeps off upon both entry and exit, and does not play a recoded name.  ... View more

New Features and Updates for the Atlas Customer Lifecycle Management Portal   On February 24, 2020, Voyant will make product updates to the Atlas customer lifecycle management portal to include new features that enhance user functionality and and improve user experience.   Overview of New Features     New Features   Residential Porting Date Selection   When choosing a port date for residential orders, the date selector will now prevent weekends and holidays from being chosen as port dates:       Customer Administration Portal Notification Formatting   Atlas allows you to create notification messages for the Customer Administration Portal to notify your Admins of announcements, new features or maintenance windows. Originally this area allowed short, plain-text messages. Now the text entry area has been expanded to include a number of editing tools to create better looking, more readable messages:       Ported Out Identifier for Numbers with Cancelled Service    Atlas now provides an option to note whether a phone number has been ported out when a service is cancelled. Previously, after cancelling a service or PBX, you were required to go to DID inventory to locate any of those numbers with an Aging status, then mark each one as Ported Out. Now, if you know the number(s) were ported out, this new radio button list provides a convenient way to complete the cancellation of the service, which also notates the number as Ported Out within DID inventory.    NOTE: This option does not cause a number to be ported out. It only marks the number in Atlas DID Inventory as Ported Out so the number(s) won’t be accidentally reused.   When cancelling a user, the option is added in the DID Actions column:     When cancelling an Enterprise, the entire list of DIDs in the Enterprise is presented. This provides the option to select the entire list (check box at the top) or an individual DID (check box on the row) to indicate the phone number has been ported out:       Accessories Exchange & Return Support   Support for accessory device exchanges and returns is now available. A new Accessories tab within the Devices widget will list any accessory items that were ordered:     Exchanges only apply if you return something that has failed within the warranty period, or if a customer wants to exchange one similar device for another. Returns only apply to devices a customer wants to return within the first 30 days.   10-Day Turn-up Period for New or Imported Devices    Newly ordered or imported devices will be available for turn-up in the Provisioning Server for a 10-day period. This means devices will not pull their configuration from the Provisioning Server if it is more than 10 days since the devices were ordered and the PBX was provisioned. However, these devices can be re-activated for a select period of time by using the Reset button in the Atlas Devices widget. To check if a device has been locked out of the Provisioning Server, see the new feature below where we now show device details from the Provisioning Server. If the information shows the server returning a 404 for specific files, you will need to use the Reset feature to re-enable the device.   Provisioning Server Details   Devices for new users receive their initial configuration from the Provisioning Server. Bring your own device (BYOD) guides document how to configure the device to point to the provisioning or configuration server. The device’s initial files are only available for a short period of time and then are removed. The device can be re-enabled with the Provisioning Server in Atlas by selecting the Reset button in the Atlas Devices widget. A device’s attempts to access the provisioning server for initiation will now be shown in Atlas to help with device turn-up troubleshooting. The entries will list if the device has successfully accessed the Provisioning Server, what time, from what IP address, which file the phone was trying to retrieve and what the HTTP return code from the Provisioning Server was for that file request:     Devices will now show an information icon next to the MAC address. Clicking on this icon will bring up a list of recent Provisioning Server entries:     For devices that have not been activated, a new “Provision Logs” item in the Tools menu has been added. This lets you enter MAC addresses for multiple devices. The log allows you view the status of any devices that have not been activated yet. The MAC will not show in the Devices widget until it’s been activated on a user:       Hosted Fax Email Notifications   With the addition of an error response email to those using the DID@vipfax.net email service for hosted faxing (see the Customer Administration Portal new features), the Email to Fax failure notification emails will be logged in the Email Log within Atlas. The content of this email was previously default text. This template is now available for modifications within the Email Configuration section. To begin, select Filter > select the Email Identifier dropdown > select the Email To Fax Failure Notification template > select Filter. To open the template, double-click the row with the template name after filtering:       Discount Pricing for Residential Services   You can now modify the price of the residential service as well as the ATA device on the Sales Order and these will flow through to the Sales Order documentation:       Proposal Email Template Modifications   The template for the “Proposal for Approval” and “Order for Approval” emails will now allow for easier editing of the message content:     Updates   Multi-Location Orders   When selecting a location for a multi-location order, adding something to it, and clicking Hide/Show details, you will no longer be moved back to the main location.    PBX Cancellations   If an add-on order was in Pending Provisioning status when submitting a cancellation, services would sometimes get stuck in Pending Cancellation. This has been fixed.   Validated Contact Phone on Equipment Orders   This update will eliminate equipment order errors by validating the contact phone number on the default shipping settings in Partner Setup.    Panasonic TGP600 Provisioning   This fix will stop the Provisioning Server from returning an Invalid MAC when setting up the Panasonic TGP600 bundle.    Auto Attendant DID   A sync issue has been fixed for Auto Attendants with a single DID shown in Features and Services. When assigning, unassigning, swapping or changing the various DIDs that can be pointed at an Auto Attendant, the Customer Administration Portal will now be the final record for what DID(s) are pointed at an Auto Attendant. Atlas Features and Services will now show blank to avoid showing incorrect data. ... View more

Keeping your Partner Contact Information up to Date   In the Atlas management platform, your Partner Setup section has a section for your contacts. This is used by Inteliquent to keep you abreast of updates, outages, and maintenance windows - as well as other important information. For this to perform optimally, you will need to check periodically, particularly after staffing changes, to ensure the information is correct:     To update contacts in Atlas: Go to the Partner Setup tab in Atlas Select the Contacts button Review any contacts with a green checkmark on the right side (this indicates which ones have information) Ensure that any required contacts (notated with an asterisk by the contact title) are up to date. In order to make changes, simply update the relevant field and press the Update button at the bottom of the page. ... View more

How to Manage PTT in the Customer Administration Portal   Push to Talk vs. Paging Group Paging enables you to broadcast one-way audio announcements to users who are subscribed to a specific page group. Push-to-Talk (PTT) is a collaborative tool typically used with wireless handset phones, enabling you to exchange broadcasts with one user at a time subscribed to a PTT channel, much like a walkie-talkie.    Push to Talk (PTT) is a feature enabled for certain devices within the Customer Administration Portal. It is device dependent - meaning that all of the devices in the PTT group must have that capability. Using the PTT feature is done with the device itself, typically through a menu or by using the *50 Feature Access Code. This article only talks about how to set up the feature in the Customer Admin Portal.   In order for this feature to work, it must be activated on all seats that will use it. This can be done most efficiently in the Customer Admin Portal in the Bulk Updating section (see below).   Even if the settings for the seat are enabled for Push-to-Talk, it will not work with the officeXtend or nCommand Plus apps due to restrictions on its functionality from the mobile carriers.   Activate PTT in the Customer Admin Portal   Before you can begin to assign and manage individual access, you must first enable the feature from the Location tab in CAP:   Go to Locations Tab Select a single location or All Locations as desired Press the Feature(s) button at the top of the page. Activate Push to Talk with the Activate button:   Note: you will receive a message that the feature is being activated, and that it is In progress while the system is building the feature set in the back end. This can take several minutes depending on the PBX.   Set Up Push to Talk for an Individual Line   You can set this feature for an individual line in the Locations section by Managing Settings for the seat. In the Location section, find the seat you would like to configure. Press the Edit button to open Manage Settings. Navigate to the Call Control tab.   From the Push to Talk section, you have a few options: Auto-Answer: toggle this on to automatically accept any incoming PTT transmissions Outgoing Connection Type: select one-way or two-way connections Access List: build the list of connections here, either by including everyone except a chosen list, or by allowing only those from the list. +User(s): search. by location to find members to add to the list:   Be sure to save after the settings have been changed.   Bulk Updating   You can also configure multiple users with the Bulk Update section in the CAP: Navigate in the Customer Admin Portal to the Bulk Update tab. Select Push To Talk:   From this screen you can set the feature parameters for multiple users at once, by selecting the users to update on the right, or by using the bulk selection tools at the bottom.   The features that can be changed are the same as the ones in the Manage Settings in Locations, but can be applied to multiple seats at the same time.   Be sure to press Update at the bottom to begin the process of running the script to make these changes.   Bulk updates typically take several minutes to execute, depending on how many features are being changed. Patience is critical. ... View more

Bring Your Own ATA   If you already have devices, they may be compatible with your new telephony solution. Your service currently accepts the Grandstream HT801 and HT802 ATA devices. If you already have one of these devices, just follow the instructions below to incorporate it into your service. In order to configure your devices for your service, specific information is needed. At the time you place your order, please provide a MAC address for each Grandstream ATA device. (The MAC address is listed on the bottom of the device). Once we have that information, and your order is complete, we will email you with information about your Grandstream devices.   Installing Grandstream HT801/HT802 ATA Devices Capture the device’s IP Address. Plug in an analog handset into the phone jack, go off-hook, listen for dial tone and dial “***” (three * tones). At the voice prompt, enter “02” as the menu option. Write down the numbers as spoken. Reset the HT801 ATA to factory default. Using a computer on the same local network, use a web browser to navigate to that IP address. On the login screen, enter the existing password for the ATA device. If this information is not available, please contact your solution administrator. If the password is lost or not recoverable, contact Grandstream for assistance. To restore to factory defaults, click Basic Settings. In the Reset Type drop-down, select Full Reset. Then click the Reset button to the right and follow the instructions. The ATA is now reset. Configure the Grandstream HT801 ATA. Navigate again in the web browser to the ATA’s IP address. On the login screen, enter the default password, usually admin. Click the Advanced Settings menu. Enter the following URL into the Config Server Path field: prov.anpi.com/grandstream and select HTTPS in the Firmware Upgrade and Provisioning options. Change the Allow DHCP Option 66 or 160 to override server setting to “no”. Click the Apply button at the bottom of the screen. Click the Advanced Settings menu again and then scroll to the bottom and click the Reboot button. The ATA will now reboot which takes approximately 2–3 minutes). The HT801 ATA should now be configured and ready to use. ... View more