Verizon Enterprise Center Overview CALNET 3 User Guide

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1 Verizon Enterprise Center Overview CALNET 3 User Guide Version: 5.15 Last Updated: July 2015

2 2015 Verizon. All Rights Reserved. The Verizon names and logos and all other names, logos and slogans identifying Verizon's products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners.

3 TABLE OF CONTENTS Register Need a New User ID Already Have a User ID VERIZON ENTERPRISE CENTER HOME Getting Started WELCOME SCREEN OPTIONS SIGN IN FIRST TIME LOGIN/SECURITY AUTHENTICATION You Know It s Verizon Device Registration Helps Protect You and Your Business A One-Time Passcode Can Help You Retrieve Your Information - Securely How to Set Up Your Security Image Register Your Device Keep Your Information Private More Resources VERIZON ENTERPRISE CENTER HOME SETTINGS User Settings Access Request Download Center Support Training Accounts & Maintenance SERVICE MANAGEMENT DASHBOARD Dashboard Views Map Inventory Tickets/Events Alarms Topology Charts Orders VIEW ORDERS AND CHECK STATUS CUSTOMIZE ORDERS SUMMARY TABLE

4 Invoices HOME VIEW INVOICES INQUIRIES & DISPUTES Reasons for Creating an Invoice Inquiry VIEW INQUIRIES Invoice Inquiry Status PAYMENTS ANALYSIS & REPORTING PAPERLESS BILLING Repairs VIEW AND UPDATE TICKETS CREATE A TICKET TROUBLE TICKET DETAILS CUSTOMIZE TICKET LIST INITIATE A TEST Training and Documentation... A-1 ACCESS FROM THE VERIZON ENTERPRISE CENTER... A-1 CREATE A TRAINING ACCOUNT... A-2 ENROLL IN TRAINING... A-3 ACCESS TUTORIALS AND USER GUIDES... A-4

5 REGISTER 21 You must first register for the Verizon Enterprise Center if you do not have a user name and password. 1. Go to 2. Click Account Login. Figure 1-1: Account Login 3. Click Register. The Enter Invitation Code screen opens in another browser window. Note: Refer to Section 2 Getting Started for information on the menu items listed under Account Login. 1-1

6 Register Figure 1-2: Enter Invitation Code 4. Select I don t have an Invitation Code if you do not have one. A message displays that provides a toll-free number to call to obtain your invitation code. 5. Call the toll-free number on the screen to obtain your invitation code. 6. Return to this screen after you have your invitation code. Figure 1-3: My Verizon Enterprise Center Registration 7. Select I have an Invitation Code and enter the code. 8. Click Next. The Confirm Tools screen appears listing the tools and accounts associated with the invitation code you entered. 1-2

7 Register Figure 1-4: Confirm Tools 9. Check the boxes under Additional Access to add or remove tools, if applicable. Note: Refer to Section 5, page 5-11 (Invoices) for information on how to set up paperless billing. 10. Click Next to create your profile or add an account to your existing profile. The Manage Profile screen appears. 1-3

8 Register Need a New User ID 1. Select I need a new User ID. Figure 1-5: Manage Profile 2. Enter your User Information. 3. Create your user ID and password. 4. Select a secret question and assign an answer. 5. Enter a project code if your account team provided one. 6. Click Register. A confirmation appears informing you that an was sent. 1-4

9 Register Already Have a User ID 1. Select I already have a User ID, if applicable. 2. Enter your user ID and password. Figure 1-6: Manage Profile 3. For security purposes, enter the letters/numbers that appear in the box (not case-sensitive). Click Reload Image if you want to see a refreshed set of numbers/letters. 4. Enter a Project Code if your account team provided one (optional). 5. Click Add Account to complete your registration. A confirmation screen appears indicating the registration and entitlement for that account is complete. 1-5

10 Register Figure 1-7: Registration Confirmation 6. Click Proceed to Verizon Enterprise Center. The Verification Code screen appears. Figure 1-8: Verification Code 7. Leave this screen open and check your Inbox for the confirmation that includes a verification code. 1-6

11 Register Figure 1-9: Confirmation 8. Copy the verification code from your confirmation Go back to the Verification Code screen and paste your Verification Code in the field provided. 10. Click Continue. The Terms & Conditions screen appears. 1-7

12 Register 11. Read and accept the terms and conditions. Figure 1-10: Terms & Conditions 12. Click Continue. The Verizon Enterprise Center Home screen appears. 1-8

13 Register Verizon Enterprise Center Home The Verizon Enterprise Center enables you to manage your Verizon services, streamline business processes, and control critical business functions and costs. Supported by a host of powerful, comprehensive self-service capabilities, the portal is available 24 hours a day, seven days a week and provides you the ability to track and customize Verizon products to make them work for your business. Figure 1-11: Verizon Enterprise Center Home Click Manage Account to access a drop-down menu that lists the tool to which you are entitled. 1-9

14 Register 1-10

15 GETTING STARTED 22 If you are already a registered user, you can sign in with your user ID and password. Refer to Section 1 for instructions on how to register. Go to The Account Login appears. Figure 2-1: Account Login 2-1

16 Getting Started Welcome Screen Options There are several options on the Welcome screen. The following table provides a description of each option. Option Account Login Contract Information Service Level Agreements Product Catalog Billing Trouble Ticket Tool CALNET 3 Escalation Procedures Taxes and Fees Training Frequently Asked Questions Announcements User Instructions Contact Us Description Log in to the Verizon Enterprise Center. View the CALNET 3 contract information, provisions, terms, and conditions. View Service Level Agreements (SLAs) for all of your services, e.g., MPLS, VoIP, etc. View the catalog with descriptions and features of each service. Open the Billing Inquiry function in the Verizon Enterprise Center. Contact the Service Desk for additional support. Refer to the Invoices User Guide for instructions on submitting a billing inquiry. Access the Repairs and Create Quick Ticket tools in the Verizon Enterprise Center. Refer to the Repairs User Guide for instructions on using Repairs and creating a Quick Ticket. Access contact information for escalations for any of your services. View reports on service taxes, fees, surcharges, and credits. Access training and documentation for the Verizon Enterprise Center tools at https://customertraining.verizon.com. Access a list of frequently asked questions about the Verizon Enterprise Center. View important announcements about the Verizon Enterprise Center. View contract instructions for CALNET 3. Includes contract information and ordering guidelines. Contact your CALNET 3 sales or service team. 2-2

17 Getting Started Sign In 1. Click Account Login. The Account Login screen appears. 2. Enter your user name. 3. Click Sign In. The Sign In page appears. Figure 2-2: Sign In 2-3

18 Getting Started 4. Enter your password. Figure 2-3: Enter Password 5. Click Continue. The Verizon Enterprise Center Home page appears. 2-4

19 Getting Started First Time Login/Security Authentication You will set up your security authentications if this is the first time you are logging in. Verizon introduced a new security process for Verizon's business portals to help maintain the security of your data. We don't want anyone to access your Verizon business account without your permission. That's why Verizon is using some of the latest security technologies to help protect your company information from potential phishing scams and unauthorized use. The change requires just a few simple steps: A single sign-on process to access information in the portal in which you are currently enrolled was implemented. Your user ID and password are entered on two separate pages. You will be asked to add a Security Image - this will be implemented 7/24/15. See our Security Image FAQs for more information. You Know It s Verizon Criminals can create fake websites that look very similar to legitimate business websites. The Security Image feature was created to help you confirm you're visiting a legitimate Verizon website and to identify your company's Verizon business account. Figure 2-4: Add Security Image We will ask you to review and accept the Terms & Conditions (T&C), select a Security Image, and establish three Secret Question/Secret Answer combinations, and select two delivery methods to save on file for a one-time passcode. Once you've selected a Security Image for your account, it appears every time you enter your user ID on the Sign-in page for your Verizon account. When you see the Security Image you chose, you'll know that you're accessing an official Verizon website. 2-5

20 Getting Started Device Registration Helps Protect You and Your Business A device is defined as your computer, tablet, or smart phone. When we see attempted access to your account from a device we don't recognize, we'll ask you one of the three Secret Questions you've selected or you can receive the one-time passcode. It's an added step of protection just in case your login credentials end up in the wrong hands. With these and other security technologies in place, we help protect your company's Verizon account information. A One-Time Passcode Can Help You Retrieve Your Information - Securely Establishing two methods to receive a one-time passcode helps protect you from unauthorized access to your account. If you forget your password or your device isn't registered; you can receive your passcode to your selected or device to proceed with retrieving your private information and securely sign in. How to Set Up Your Security Image When prompted, you can set up your Security Image in a few simple steps. Review and Accept the Terms and Conditions You will also be asked to review and accept the terms and conditions the first time you sign in with the new Security Image authentication process. Figure 2-5: Security Profile Registration 2-6

21 Getting Started Select a Security Image and Name It You'll be presented with a variety of images from which to choose. Select one and create a name for it that's easy to remember and hard for others to guess. Once you've chosen a Security Image, you'll see the image and the name every time you enter your user ID/password. You are given an option on the password page to have Verizon remember your device. Check Remember My Device if you want this option. This lets you know that you're on the legitimate Verizon website. It also helps protect you from phishing scams designed to capture your login information. Figure 2-6: Select Security Image 2-7

22 Getting Started Select Your Secret Questions and Enter Your Answer You'll choose from a list of questions that focus on a distinct aspect of your life and then you'll enter a unique answer. Your answer should be something that's easy for you to remember, but hard for someone else to guess. If you need to access your Verizon account from a computer we don't recognize, we'll prompt you to answer one of your Secret Questions to help verify your identity. This question is used to validate any security changes to your account including; forgot password, password reset, and change security image. Figure 2-7: Secret Questions Note: If you forgot your password and need to change it, you must answer two of the three questions correctly. Otherwise you will need to contact your company administrator or call the CALNET Service Desk at CALNET3 ( ), option 2. During this new process you are not required to change your password, however you may choose to do so at this time. Refer to Security Image FAQs for password rules. 2-8

23 Getting Started Establish a One-Time Passcode Establishing a delivery method of your choice to receive a one-time passcode for future use is the final step in your security registration. You can elect to receive your passcode to two contacts. A minimum of two options must be selected, and a maximum of five. One must be an address; the second can be a text or another address of your choice. This information will be saved on file. In the event you need to recover your sign in information in the future, the passcode can be delivered securely via one of these contact methods. A one-time passcode will be used if you forget your password or if you are using a device that is not yet registered. You do not need to call anyone and can easily sign in using the one-time passcode. Figure 2-8: One-Time Passcode Enter your code and sign in. Figure 2-9: Enter Code 2-9

24 Getting Started Register Your Device If you checked Continue and Register on the security image page, your device is now verified. If there is another computer or mobile device that you use regularly to access your Verizon account, then you will need to register it. You will be asked to do so at your next login if it has not been registered. This helps us recognize that it's your device, and you won't need to answer your Secret Question the next time you sign in from that device. Keep Your Information Private It's important to always keep your Secret Question and Answer private and never register a public computer. More Resources Refer to our Security Image FAQs to learn more about these new security measures. Our Privacy Policy. Tips for Guarding your Information and Report Suspicious Activity. 2-10

25 Getting Started Verizon Enterprise Center Home The Verizon Enterprise Center enables you to order, manage, and pay for your voice and data services through one portal. You can access multiple tools 24 X 7 with a single user ID and password. You can also review and pay invoices online, monitor and configure your inbound and outbound network, report on network performance, create trouble tickets, and order Verizon products and services. Figure 2-10: Verizon Enterprise Center Home Click Manage Account to access a drop-down menu that lists the tool to which you are entitled. 2-11

26 Getting Started Access to the Verizon Enterprise Center functions is divided into task-oriented groups under Manage Account: Billing, Accounts & Maintenance, Orders, Repairs & Troubleshooting, and Manage Products. Figure 2-11: Manage Account Menu 2-12

27 Getting Started Settings There are links at the top of every page for quick and easy access to tasks and utilities. Figure 2-12: Settings 2-13

28 Getting Started User Settings My Profile The My Profile page enables you to change your password, as well as update basic information, contact information, and display preferences. You can also select your language, time zone, and notification preferences. 1. Click on your name in the top right corner. 2. Click My Profile. Figure 2-13: My Profile 2-14

29 Getting Started Extended Session Timeout You can change your accessibility options, time zone, date/time format, and start page. You can also allow for extended session time-out. The default timeout period is 15 minutes. You can extend that from 1-10 hours. 1. Click the Site Preferences tab. 2. Click Edit on the Display Preferences header. Figure 2-14: Display Preferences 3. Select Yes next to Allow Extended Session Timeout. 4. Select between 1-10 hours before your Verizon Enterprise Center session times out. 5. Click Save Changes. 2-15

30 Getting Started Administration As a User Administrator on the Verizon Enterprise Center, you have authorized control over who can access information in your company. Depending on your contractual requirements, you can approve entitlements for a range of tools. An entitlement is a secure permission that provides access to your agency s information about your Verizon account. By specifying a hierarchical company structure that represents your business organization, you can group accounts to make flexible and easy assignments of those groupings. As your company s User Administrator, you can also: create new users and manage existing users view any user with access to your account view and delete any or all of their entitlements add new entitlements for specified applications establish subordinate administrators grant CPNI authorization without manual forms self-manage all your applications and accounts in real-time Once established, you do not need to interact with Verizon staff to manage your users access to the Verizon Enterprise Center. Updates made by the User Administrator take effect without requesting and waiting for action. Refer to the User Administrator User Guide for instructions on managing users and roles. 1. Click on your name in the top right corner. 2. Click Profile Administration. Figure 2-15: Administration 2-16

31 Getting Started Access Request 1. Click on your name in the top right corner. 2. Click Access Request to request entitlements to additional tools. Figure 2-16: Access Request 2-17

32 Getting Started Download Center Retrieve download requests and recent invoices. 1. Click on your name in the top right corner. 2. Click Download Center. Figure 2-17: Download Center 2-18

33 Getting Started Support Contact Customer Support for any Verizon Enterprise Center issues. They can assist you with product and general platform questions, errors, and password resets. Contact your account team with any account specific questions on equipment or service, pricing information, or adding additional users to Verizon Enterprise Center. Click on your name in the top right corner. Click Contact Us & Send Feedback to obtain customer support. Call toll-free at Send an for technical questions or to inquire about purchasing products or services. Figure 2-18: Contact Us & Send Feedback Training Go to https://customertraining.verizon.com to enroll in training and/or download user and reference guides. 2-19

34 Getting Started 2-20

35 ACCOUNTS & MAINTENANCE 23 You can view the account structure of accounts, from summary information to individual lines and circuits. You can also submit and search for account inquiries and perform additional tasks on the accounts relating to billing, orders, and invoices. Figure 3-1: Account Explorer 3-1

36 Accounts & Maintenance Service Management Dashboard The Service Management Dashboard provides visibility into your near-real time Verizon inventory and its associated incidents, service and change requests, network alarms, and maintenance events allowing you to manage your network at the service level. The information is presented in a centralized, graphical user interface accessible around the globe via the Verizon Enterprise Center portal. You can also view the dashboard by scrolling to the bottom of the Home page. You can customize your views of inventory, alarms, and tickets. Refer to the Service Management Dashboard User Guide for more information. Figure 3-2: Access Service Management Dashboard Select Manage Account Service Management Dashboard. 3-2

37 Dashboard Accounts & Maintenance The Dashboard provides a snapshot of your tickets, alarms, trouble spots, and scheduled events. Figure 3-3: Dashboard 3-3

38 Accounts & Maintenance Views The Explorer tab provides View By filters that you can select from a drop-down list to display different hierarchies. You can drill down according to the type of filter you selected. For example, you can select Topology to filter by region. Figure 3-4: Service Management Dashboard Location - lists locations in the hierarchy with countries at the top level, then states (if applicable), cities, streets, and service. Service - lists all of your products and services, e.g., Internet, Private IP, Audio Conferencing, etc. You can expand each service to display location information. Topology - displays your service entities by region and provides a network device view of related configuration items. The hierarchy is location based starting with country, state, city, street address, and location. Critical Business Process - customer defined group of configuration items with a common business purpose. Contact the service desk at 855-CALNET3 if you want to use this view. Business Site - customer defined grouping of configuration items at a common location or address. Contact the service desk at 855-CALNET3 if you want to use this view. Bundle - groups configuration items by the service bundle with which they are associated. The hierarchy starts with the bundle name and can be expanded to view the country, state (if applicable), city, and street with a unique bundle identifier. Resource Units - this hierarchy only applies if your organization has services billed as resource units. The hierarchy lists defined resource unit names that you can expand to display the location hierarchy. Account Hierarchy - Shows the accounts to which your user ID is entitled. My Saved Views - displays your saved views for easy access. For example, if you frequently drill down to a specific city in the Location view, you can save it so you do not have to drill down every time you want to access that city. 3-4

39 Accounts & Maintenance Map You can view the location and distribution of your tickets and alarms on the map. You can apply filters or see everything active at one time. Figure 3-5: Map Tab Click the Legend drop-down arrow to view a key to the symbols that display on the map for alarm severities and ticket priorities. Figure 3-6: Map Legend 3-5

40 Accounts & Maintenance Inventory The Inventory tab provides a global view of your configuration items and data such as servers, devices, routers, etc. It also provides a view of your services with Verizon including data, voice, Internet, Managed Services, etc. Figure 3-7: Inventory Tab Figure 3-8: Inventory Details Pop-Up Click next to a configuration item. A pop-up menu appears. 3-6

41 Accounts & Maintenance Click to open the Row Level and Column Settings pop-up to adjust the row level. Figure 3-9: Row Level and Column Settings Selecting Detail prompts the system to display information at the configuration item or network element ID (NEID) level on the Explorer and Inventory tabs. A row for every service and Configuration Item (CI) is listed. Selecting Summary displays information at the service level. The service level displays services by a unique key known as the Primary Service Key (PSK); these keys may be comprised of multiple CIs. The best practice for most users is to set the default row level to Detail. 1. Select Detail under Row level. 2. Select Update Defaults to apply the detail configuration setting. It is active every time you log in. 3. Click Save. Note: You must click Save for your changes to take effect. If you close the Row Level and Column Settings pop-up without saving, your changes will not automatically be saved. 3-7

42 Accounts & Maintenance Tickets/Events The Service Management Dashboard provides access to current and up to 12 months of historical configuration item Incidents, Change Requests (CRs), Service Requests (SRs), and Maintenance Event History information. Figure 3-10: Tickets/Events Tab You can use icons and filters to control the display of ticket/event information, as well as export data. Customize Display - click to customize the display of rows and columns. Export to Zip - click Export to Excel - click to export the tickets/events list as a.zip file. to export the tickets/events list as an.xls file. Pop Out Inventory Viewer - click to open a new tickets/events window. Dashboard View- click to open the Dashboard view in a new browser window. 3-8

43 Accounts & Maintenance Alarms Current configuration item related alarm information displays on the Alarms tab. Figure 3-11: Alarms Tab You can use icons and filters to control the display of alarm information, as well as export data. Click to view a visual indication that the displayed alarm information is current. The Service Management Dashboard polls the source system every two minutes to gather alarm information. When updates are found, the indicator changes to. Click to refresh. Click change your alarm settings. The Alarm Update Settings pop-up appears. The default setting is Manual. If Automatic is selected, the icon does not display and the alarm date is sorted by the Alarm Last Update D/T column with all other sorting disabled. New alarms are subsequently added to the top of the list. Export to Zip - click as a.zip file. Export to Excel - click to export the alarm list to export the alarm list as an.xls file. Pop Out Inventory Viewer - click to open a new alarm window. 3-9

44 Accounts & Maintenance Topology The Topology tab provides access to network device detail, including a graphical network diagram. Unlike the Inventory tab, which provides a global view of all configuration items, the Topology tab only displays network devices. The information is displayed in list format via the Entities sub-tab, as well as in a graphical format via the Diagram sub-tab. Figure 3-12: Topology Tab 3-10

45 Accounts & Maintenance Charts The Charts tab provides a graphical representation of your alarms and tickets/events. Instead of displaying the alarms, tickets, and events in a list format, the data is displayed in pie charts or bar graphs. Figure 3-13: Charts Tab Select the chart you want to view from the drop-down list: Alarms by Severity Active Tickets by Priority Alarm Trouble Spots Ticket Trouble Spots Network Equipment Adds 3-11

46 Accounts & Maintenance 3-12

47 ORDERS 24 You can view your orders and check the status. Hover over Orders to see a pop-up menu of available options. You can also view a summary of your orders in a graphical format in the Order Type Summary section on the Orders home page. Refer to the Orders User Guide for more information. Select Manage Account Orders. Figure 4-1: Orders 4-1

48 Orders View Orders and Check Status Scroll to the bottom of the Orders Home page to view your orders, or click View Orders at the top of the page. You can filter and customize the list, and export it to a file. The status of an order displays in the Status column. Figure 4-2: View Orders 4-2

49 Orders Customize Orders Summary Table You can choose which columns you want displayed on the View Orders table. Click Customize. The Customize Orders Summary Table pop-up appears and you can add or remove the columns you want. Figure 4-3: Customize Orders Summary Table 4-3

50 Orders 4-4

51 INVOICES 25 The Invoices tool enables you to view invoices, generate reports, and pay your bills online. You can view current charges, previous charges and adjustments, providers, legacy invoices, a summary of charges by account, and other billing related information. Other features include: Pay Online - Pay your accounts via Online Payment by credit card (American Express, Discover, MasterCard, or Visa), or Electronic Funds Transfer (EFT) from your checking account. A Pay by Mail option also exists, allowing you to print a remittance slip and mail your check to the appropriate payment center. Reporting and Analysis - Analyze invoice reports for specific corporate, location, and service level details, identify exceptions through call record sorting, and make invoice inquiries online. Billing Inquiry - Get the status on open tickets for billing discrepancies, questions, and concerns. You can open billing inquiry tickets from the Send a Bill Inquiry link. Notifications - Access Verizon Enterprise Center Notification Rules. This tool allows you to control whether or not to receive an and/or pager notification from eligible billing systems when your online invoice is available. View Historical Invoices - View invoices from up to seven years ago depending on the billing system from the drop-down menu on the Invoices home page. You are provided with an online image of the historical invoice. Manage e-media - The Manage Voice, Data, and IP e-media section allows you to access any of your billing data downloads. Note: Refer to the Invoices User Guide for more information. 5-1

52 Invoices Home The Invoices tool is entitlement based. When your account is created, your account team must entitle you to see invoices. Contact your account team if you do not see the invoices you need. Select Manage Account Billing. Figure 5-1: Billing 5-2

53 Invoices View Invoices You can download and view available invoices. The Summary Bill provides access to previous invoices, payments, actions, reports, and inquiries. You can also change the billing address, set up recurring payments, and update your paperless billing preferences. Figure 5-2: Summary Bill Click the Quick Access link next to an invoice to see a list of tools you can use for a specific invoice. Click the Account Number to view a bill. 5-3

54 Invoices Inquiries & Disputes You can initiate a bill inquiry or dispute if you find a discrepancy on your bill or if you have a question about an invoice. You can then view those inquiries you submitted and track the progress. Click Manage Account View Bill Inquiries at the top of the screen. -OR- Click Actions on the Billing home page to access Invoice Inquiries and Disputes. Figure 5-3: Access Inquiries & Disputes 5-4

55 Invoices Reasons for Creating an Invoice Inquiry The following table lists the reasons for creating an invoice inquiry: Request an Action Receive a copy of an invoice Change the billing address Change the point of contact or authorized user for an account Go paperless Receive credit for extended down time of service Receive refund for credit balance Transfer a credit balance to another account Cancel a contract or service agreement Payment not reflected on invoice Payment applied to incorrect account Disagree with a Charge or Payment Charge for inactivated service Charge for service still being installed Charge for unusable service due to inactivated hub location Charge from an unauthorized carrier Charge for disconnected service Tax charge but company is tax exempt Charged twice for same service Late payment charge Unrecognized charge Service rate does not match expectation Service rate does not match contracted rate Promotional price, rate or credit not reflected on invoice Incorrect credit or debit adjustment 5-5

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