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New Features and Updates for the Customer Administration Portal   On April 11, 2022, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Clean up Call Recording Options For Bulk Deletion Bulk actions in call recording were somewhat confusing and the ability to delete by date ranges was not as clear as it could be. Options where changed to make this more intuitive.   Fixes   Updated Error Message When Adding a Hunt Group to a Trunk Account Corrected an error message when trying to add a Hunt Group to SIP Trunk only configurations or to a PBX with no active seat packages as a Hunt Group is not provided with those configurations.   Corrected Issue Where Shared Call Appearances To Primer Seats Was Being Allowed But Then Failed Fixed issue in Customer Administration Portal where Primer seats where shown as available to create Shared Line Appearance on other seats when that is not permitted. ... View more

Product Changes and Fixes   On April 11th, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates   Back to Draft option for Partners After submitting an order, Partners will have the ability to send the order “Back to Draft” in order to make any needed changes. The "Back to Draft" button will appear in the lower left corner when working through the various stages of a sales order. This will allow you to go back and fix up anything on a sales order before final submission to the service order queue.   Automatically Fix Hosted Fax Number Routing If number swaps are completed prior to the port being triggered, this leaves ported-in hosted fax numbers on an incorrect route. A change is being made to monitor for when number ports complete and then automatically making sure hosted fax numbers are on the correct route.   Fixes   Resi API "Release" Blocked Number Issue Fixed an issue preventing Residential APIs from releasing a blocked number.   Atlas Issue with Maximum Number of Cordless Handsets Fixed an order scenario causing Atlas to incorrectly limit the maximum number of handsets on Yealink and Panasonic cordless phones.  Max handsets:  Yealink=10, Panasonic=8.   Limit Location Label to 50 Characters Limiting location label to 50 characters which was causing orders to not be staged correctly.   Fixed Issue With LNP Report Download Resulting in XML Error Page Fixed issue with Atlas sending partners an LNP report with a link that showed an XML error page instead of a CSV download when there is nothing in the report. Now the download will occur with an empty report. ... View more

What to do to get registered   Why The Change to Registration for Messaging   With changes to the current messaging landscape, mobile carriers are now requiring any business users that send SMS/MMS messages over 10 digit numbers (A2P 10DLC) to have those numbers registered with an organization called The Campaign Registry (TCR).    The intent is to cut down on text message spam that has become a growing problem for their mobile customers. Registering with TCR allows TCR to review your customers brand and their Use-Case for what they intend to use messaging for, link the Brand (the business entity sending the messages) and the Campaigns (each specific use-case) with the CSP (Campaign Service Providers - you), along with the list of telephone numbers the messages will be sent from, all with the purpose of providing complete traceability back to the originator of any message. If your customers messages are determined to be non-compliant, the mobile carriers will happily send us a fine, which we will then pass on to you. Repeated non-compliance will result in the mobile carriers blocking your customer's number completely from messaging. In order to prevent the risk of financial penalties, we have taken the step of disabling all SMS/MMS messaging for use with nCommand Plus.   If your customers do want to keep sending messages external to their organization, these messages will be sent using SMS/MMS and require a registration with TCR. However, until the whole registration process is complete, we cannot enable you to send SMS/MMS messages.   Using nCommand Plus For Internal Messaging   As part of the recent change, we also enabled a feature in nCommand Plus where your customers can still send messages to other internal users within their own organization such that those messages do not traverse the SMS/MMS messaging gateways. To enable this feature, have your customers log out of their client and log back in. The messaging tab will be there, and they can send and receive normally within their organization.   Steps to Get Registered   There is a relationship hierarchy that is required in order to provide full traceability of messages through the entire messaging chain, and as a partner, you play a part in this chain.  Understanding A2P 10DLC tells you clearly and simply what to know and how to get started.   Becoming a Campaign Service Provider   Since you own the customer relationship and are selling the services to your customers, you are their CSP (Campaign Service Provider). This means you must register with TCR so that you can enter your customer's brand and campaign registrations. To begin, go to https://www.campaignregistry.com/ and click the Register Now button to begin.   TCR has a number of helpful documents in their FAQ section. The TCR Portal Guide provides a walkthrough of completing the registration process and then how to enter brands and campaigns for your customers.   The first step you will need to do is complete your registration as a CSP. This can take several days for approval. Note that TCR does charge a fee to become a CSP. Slide 8 of the Portal Guide contains expected fees.   Important When filling out the CSP info, you may be asked to specify a DCA, or Direct Connect Aggregator or a CNP, Connectivity Partner. For either question, we are the next step in the chain and you will need to choose us from the list.   The official entity to use is ANPI Business.  Do not choose Inteliquent or Voyant Communications. Those are different entities and will result in your CSP registration needing to be refiled.   Once your CSP registration is successful, you can create additional user accounts for your company to manage any brand and campaign registrations for your customers.   Brands and Campaigns   The next step is to begin filing brands and campaigns for your customers that wish to send SMS/MMS messages from the nCommand Plus client.   You will be asking a lot of information about your customer's company, the intended uses for messaging and the list of phone numbers they'll be sending messages from. All of this information is REQUIRED by TCR to evaluate the request. They are trained to know what will pass the mobile carriers scrutiny in terms of your customer's registration request.   A2P Messaging Form   Fill out our A2P 10DLC Messaging Campaign Form.  This form contains all the information that you need to collect from your customer in order to complete the brand and campaign registration in the TCR portal. You could use this form to hand to your customers to fill out, or use this as a checklist to help gather information needed to file for them. Once you have all the necessary information, you can begin to fill out the brand and campaign information in the TCR portal. Review the TCR Portal Guide as it has step-by-step instructions on what to fill out.   Vetting a customer is extremely important so the more information you have on the customer, the better. Only enter brands and campaigns for customers you trust will not abuse the service. There are steep penalties associated with content violations.   Brand Information   The first page in the cheat sheet form is the Brand information. This is information about the company you are creating a brand for, and should be pretty clear about what to fill out. Some of these are drop-down options in TCR, so try creating a brand in the TCR portal to view what options are available as these may change over time. A Brand can have multiple Campaigns if you have different use-cases that you use messaging for.   Campaign Information   The second page is the Campaign the customer wants to be filed. Note that "Campaign" is used loosely here in that it's normally associated with a text message blast, but in the context of filing for messaging use-cases, it really means what is going to be the content of the messages. For nCommand Plus usage, the campaign choice really depends on how your customer is using the client to communicate with customers and most importantly, the content of those messages.   If you have a lot of time, here is a very detailed article on what is A2P 10 DLC messaging and all the related information, most of which you don't really need to know to complete the form. Everything You Wanted to Know About A2P 10DLC But Were Afraid To Ask It's a lot as the mobile carriers have made this very complex.   However, since you don't really need to know all this, we'll list some parts of that info that will help in deciding how to fill out the campaign info.   Best Practices for a successful messaging campaign can be found in Messaging Best Practices. As this has a lot of detailed information, we recommend you focus on Section 6 and Section 8 as these are the sections that might be relevant for your customers. There are some useful notes in here about how to not run afoul of the mobile carriers rules around content.   For nCommand Plus, the more common use-case will likely be "Low-volume mixed". When choosing this, select the types of content you might be sending, like "Customer Care" or perhaps "Marketing". Many of the other types are more common for automated systems (2FA, Account Notifications, etc) vs how you would send messages in nCommand Plus where you must type in your message one-by-one to each destination, though you can obviously choose to send the message to more than one number. Again, keep in mind the expected content of your customer's messages will help determine the use case category to choose.   For "Campaign Content and Attributes", most of these will likely not apply to your manually entered messages except for "Embedded Link" and "Embedded Phone Number". If you commonly add a link or phone number to messages, Section 8.12.2 and Section 8.12.3 should be read and understood as these can easily trigger a review of your messaging campaign if you don't follow the recommendations.   However, there are some non-optional choices like Subscriber Opt-In which your customer must allow for.   Always check No on Number Pooling. Number pooling is a lengthy process for requests for over 49 numbers for a campaign, and usually incurs a $5,000 fee for the review process.   Note You can list up to 49 TNs for use with a campaign. Over 49 TNs incurs a very high fee in order for TCR and the mobile carriers to evaluate why you need more than that for a "campaign". When choosing these TNs, make sure the users of those TNs really do need to send messages externally. In many cases, users may only need to message within your organization and do not need to be listed as part of the campaign. This will help conserve the list of TNs so your customer can stay in that 49 TN range.   The Campaign Description should be something about how your customer is using messaging, and some sample messages they might send are required to help TCR in evaluating the use-case and content.   And finally, the list of telephone numbers (TNs) that should be allowed to send/receive SMS/MMS messages as part of this campaign.   Important When filling out campaign info, you may be asked to choose Other Responsible Parties to elect a CNP, or Connectivity Partner. We are the next step in the chain and you will need to choose us from the list.   The official entity to use is ANPI Business. Do not choose Inteliquent or Voyant Communications. Those are different entities and will result in your campaign registration needing to be refiled.   Brand/Campaign Registration Successful   Once you are notified in the TCR portal that your customer's brand and campaign registrations are successful, you will need to send the brand and campaign IDs to us for the next steps to complete the process. You must wait for all registrations to be completed before sending the information to us. We cannot complete the next steps on our side without being able to pull the Campaign IDs, and only successful ones are available to us. One additional bit of information we need is specific to AT&T approval. This will show in your TCR portal.     Once everything is approved, send an email to MessagingUseCase@inteliquent.com. Please include the following: Subject Line: SMS/MMS Brand/Campaign Registration for UCaaS Whitelabel Partner Body: Indicate you are registering a Brand and Campaign. Include the following information: For each Brand/Campaign Partner Name - Use your Atlas Partner Setup name Brand ID (from TCR – starts with B) Brand Name (helpful for you to identify the brand) Campaign ID (from TCR – starts with a C) Campaign Class (AT&T specific value on the campaign page above) Campaign Start Date (when it was registered) Campaign Description (helpful for you to identify campaign) List of TNs which should be provisioned to the campaign (limit is 49 numbers without a pooling request)   Once we have verified the brand and campaign IDs were successfully created, we will enable messaging for the numbers that were registered with the campaign. If you know your Customer Success representative, you can reach out to them for any issues with the next steps.   Fees   The Campaign Registry (TCR) and T-Mobile charge fees for their various services. Most fees will be billed directly to you, the CSP, by TCR on your account. However, T-Mobile currently charges an additional fee. The fees that we will be passing through are the following:   Fee Cost Description T-Mobile Brand Registration $50 T-Mobile passes through an additional $50 one-time fee for all brand registrations   Penalties   Watch your customer's content. There are heavy penalties that will be passed on especially by T-Mobile for any content violations. Some examples include the following:   Penalty Fee Description 10DLC A2P Text Enablement Non Compliance Violation $10,000 T-Mobile penalty for sending texts from non-approved numbers - per violation 10DLC A2P Program Evasion Non Compliance Violation $1,000 T-Mobile violation for using evasive measures - per violation 10DLC A2P Content Non-Compliance Violation $10,000 T-Mobile penalty for content violations - per violation     If we are charged one of these fees due to a violation of one of your brands/campaigns, we will pass these on to you. Repeated violations will result in the brand being blocked from future messaging campaigns.   Other operators may add penalties in the future. ... View more

This video shows you how to process Service Order using Atlas.   ... View more

The Atlas Partner Setup tab is used to brand your portals to make them unique for your business.     ... View more

Video resource for UCaaS Call Center   You can view and download this video for you own use. It is chaptered and can be shared through the embed code or downloaded with the share link.   ... View more

Vitelity Refreshed   This update makes big changes to the appearance of the Vitelity Portal. This video will explain.   ... View more

Product Changes and Fixes   On March 14th, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Generic Device Change   MAC Addresses No Longer Required for Generic Devices When entering a Sales Order, processing a Service Order, or Importing a Generic Device, MAC addresses will no longer be required to be entered.   Fixes   Atlas LNP Notes Length Limitation An issue was corrected where notes on an LNP port order were being truncated. Now the full length of any notes is shown.   Atlas Residential Inactive Customers Will Now Show Correctly Fixed an issue where the residential list of Inactive customers was showing no customers.   Atlas Issue With Service Cancellation for User with Panasonic Handset Fixed an issue where cancelling a service with a Panasonic handset would result in the detached handset showing in the Customer Administration Portal correctly under Unassigned Devices, but the handset would not show in Unassigned Devices in Atlas.   Atlas Issue With CSV Downloads for LNP TN Details Fixed an issue with the CSV Download option in Atlas when viewing a specific LNP port order. ... View more

If your Caller ID shows up as SPAM ... here's what you can do   Some resources can help with customer's noticing their number showing up as SPAM or SCAM. With all of the below links, the customer will need to be the one to engage as many of the sites ask information about their business.   CTIA - How to Stop Robocalls has some great resources for legitimate callers to register their phone numbers with the companies listed, and work with their providers and aggregators to help ensure that their calls are labelled and treated correctly.     Many mobile companies utilize spam and calling name services from Hiya. You may reach out to Hiya directly to get their number removed from the Spam list: HIYA: https://hiyahelp.zendesk.com/hc/en-us/articles/115014815387-I-want-to-change-or-remove-the-caller-ID-information-or-Spam-Rating-of-a-number   You can reach out to mobile companies directly: AT&T: https://www.att.com/reviewmycalllabel Verizon: https://www.voicespamfeedback.com/vsf/ T-Mobile: https://www.t-mobile.com/callreporting   Legitimate callers can also email Nomorobo (reports@nomorobo.com) and YouMail (TNissues@youmail.com) about planned autodialing calls so they are not marked as SPAM. NOMOROBO: reports@nomorobo.com YouMail: TNissues@youmail.com ... View more

How to handle unassigned devices in the Customer Administration Portal   SIP devices such as phones and ATAs can be added to an existing enterprise to be associated to a seat at a later time.   Import Device   To add an unassigned device to your PBX, use the Customer Tab in Atlas. Go to the Devices section from the min drop-down menu, then select Unassigned Devices in the widget. The Import Device button will appear, and when selected you will open the Import Device window.     In this window, select the model of the device (this allows the system to ready the correct configuration file) Then choose the location where you would like to use the device Finally, input the MAC ID for the device. Add more lines for additional devices to import with the + key. Remove ones entered incorrectly with the Trash key. You can then validate the MAC addresses and import the list of devices from the buttons below. This submits the device for import. No further action is required in Atlas. Individual devices load very quickly (within 1-2 minutes, typically) while importing multiple devices may take several minutes. In order to see these in the Customer Admin Portal, you must relaunch the CAP.   Assign the Device to a Seat with no Device in CAP   Unassigned devices in the CAP are found in the Locations section, sorted by specific location and found behind the Unassigned Devices tab.     Locate the device you would like to assign and press the Assign action. Select the seat in that location with no device attached     When you have selected the seat to assign, press Save.   Swap the Device to a Seat with a Device in CAP   You can swap out an activated device with an unassigned one in the Manage Phone System tab in Locations.     Select the device you would like to swap, and it opens the Device Details window. Press the Swap option at the bottom to expand the window.     Choose the device to swap, or choose a seat with a device to take. Save when satisfied.     Note: After the swap is initiated, it can take several minutes to fully assign the device. The system will show that a device is being assigned for this duration. ... View more

How to set up your UCaaS voicemail remotely   You can set up your voicemail from any other phone, even before your new phone has been activated.     Call your number (or your temporary number if your line is waiting to have a number ported). Press '*' during the default greeting. Input your temporary passcode (your CAP Admin can set up a temporary PIN). If it is a temporary or admin generated PIN it will force you to choose a new one then confirm it Record your name. You are now in your voice portal. Press '1' to go to access your voice mailbox (not the Greetings menu). Record busy and no-answer greetings with the '2' and '3' options. When finished, disconnect. ... View more

How to manage and use the announcement repository in the Customer Admin Portal   Announcement Repository   The announcement repository is a global location to place audio files that are used in various services, such as music on hold, call center greetings, or auto attendant announcements. You can find Audio File Specifications here.     Filter Notification: The filters that have been applied to the data set below are listed in yellow on the ribbon. Upload Audio File Button: Use this button to upload an appropriate audio file with the correct specifications. Filter, Search, Refresh Buttons: These standard buttons will let you input a field to search the data in the widget, refine filter parameters, or refresh the data.     Location Announcements Tab   This tab contains the announcements that are tied to specific locations. One location is SYSTEM, which is the global location, usable by all others.   ... View more

New Features and Updates for the Customer Administration Portal   On February 7, 2022, the Customer Administration Portal will be enhanced to provide better support for Yealink W76P DECT systems and other product enhancements.   Yealink W76P DECT Phone System Support   Support for the Yealink W76P DECT phone for ordering, provisioning and user assignment is being added. The W76P includes a W70B base station and one W56H handset. The base station can support up to 10 handsets and 10 simultaneous calls. Additional handsets that can be purchased and paired with the base station are additional W56H handsets and the W59R rugged handset. Also, the W53H and W73H handsets can be used as BYOD (Bring Your Own Devices) if you already have them and imported into the system for use with the base station. Additionally, the Yealink RT30 Repeater can be purchased for cases where handsets need additional range to reach the base station. Read Yealink User Guides   Corporate Directory Now Shows the Location of Each Service   A new Location column has been added in the Corporate Directory to show what Location purchased services like users and Auto Attendants are in. Hunt Groups and Call Center Queues are shown as SYSTEMS as these are not location dependent.     Ability to Reorder a Hunt Group User List   You can now change the order in which users are listed in a Hunt Group for when a Hunt Group type depends on the order in which the users are listed, like Regular for example. Users can be moved up or down in the list until you have the order you want, then click Save to save your updated list.   ... View more

Introducing the Yealink W76P DECT System and Other Features   On February 7, 2022, support for ordering the Yealink W76P DECT System along with other changes will be added in the Atlas customer lifecycle management portal to improve user experience and functionality.   Note: An internal change in service provisioning will be completed in this release that should have no impact on provisioning services. This note is only being added for awareness.   Yealink W76P DECT Phone System Support Support for the Yealink W76P DECT phone for ordering, provisioning and user assignment is being added. The W76P includes a W70B base station and one W56H handset. The base station can support up to 10 handsets and 10 simultaneous calls. Additional handsets that can be purchased and paired with the base station are additional W56H handsets and the W59R rugged handset. Also, the W53H and W73H handsets can be used as BYOD devices if you already have them and imported into the system for use with the base station. Additionally, the Yealink RT30 Repeater can be purchased for cases where handsets need additional range to reach the base station. These devices will be added into Partner Setup in the Devices section and can be independently enabled, though the W76P is a required component before any handsets can be enabled. As with other devices, you’ll be able to customize your pricing to your customers. Read Yealink User Guides   Added Order Owner Filter on Sales Orders   On the Sales Orders page, a new filter option to search orders by Order Owner will be added so you can quickly find orders that are in your name.   Ability to Bypass Sales Order Acceptance By Customers   When creating a Sales Order in Atlas, you either had the option to send a proposal or create an order for a customer. Bot of these options would send an email to the customer for acceptance. A new option has been added to bypass the customer interaction for cases where the Atlas generated documents are not used for customer acceptance. Click Submit Order to move this order directly to the final order stage prior to submission to the service order queue. This still allows you to enter MAC addresses or other info before you click the final Submit for Order Processing button.     Added CSV Download to Recent Activities In Customers Tab   An option to download the Recent Activities data in CSV format has been added in the Customers Tab. Click the Download button, then choose a date range. An email will be sent containing a link to download the report.     Change to How Residential Customers Are Shown in Customers Tab to Reduce Confusion   Currently, each residential customer has both a Primary Contact and one or more Lines of Service. When viewing Residential Customer lists in the Customers Tab, both the Primary Contact and Lines of Service are shown in separate rows. When a number swap is completed on a Line of Service, especially when there is only one Line of Service, the row data will show the new number on the service line, but the Primary Contact still has all the old data. This causes confusion in that it appears the number swap didn’t fully complete. To reduce confusion and clutter, we are removing showing the Primary Contact row. The Primary Contact data can still be seen by double-clicking the customer row. The Primary Contact data can also be edited if the data should be changed to reflect one of the Lines of Service.   Fixed an Issue with Twitter Account Details in Customer Administration Portal Branding in Atlas   Atlas supports adding a Twitter account to show in the Customer Administration Portal, but this feature was broken. Partner Setup was updated from entering a Twitter widget ID (string of numbers) to the Twitter URL instead.     Atlas - Fixed Issue When Using Firefox Browser and LNP Tab   Fixed an issue in the Atlas LNP Tab when using Firefox to upload an LOA form or to upload a CSV or numbers to port. ... View more

By default, CAP Admins are automatically included on Shared Hosted Fax services as users. This can result in them receiving an abundance of emailed faxes that are not relevant to the administrator.   To alter the settings for an admin on a specific shared hosted fax, follow these steps:   1. Log in to the Customer Admin Portal (the user who logged in must be an admin, and the settings changes will only apply to their user/email.)   2. Go to Enterprise Services > Hosted Fax   3. Select the services from the dropped down menu in the MY HOSTED FAX section     4. Press the Gear icon next to the SEND FAX button to open up Group Hosted Fax Settings     5. In the menu that appears, choose how you'd like to be notified and then hit SAVE.   Note: This process will need to be repeated for each Shared Hosted Fax product, and each CAP admin will need to alter their own settings. ... View more