1 AT&T BusinessDirect Portfolio An Electronic Business Relationship That Works For You Any Time, Anywhere, Worldwide
2 Efficient, Effective and Empowering powerful electronic tools to manage your AT&T business products and services The AT&T BusinessDirect Portfolio consists of: the award-winning, secure AT&T BusinessDirect Web Portal and its online tools, which deliver efficient, effective, convenient eservicing capabilities, 24x7. This Portfolio also contains AT&T ebonding and AT&T express Bonding SM, which help customers with volumes of eservicing transactions to maximize productivity by eliminating manual processes such as re-keying data into a Web browser. Benefits Executive/Business Manager Reduce costs through improved productivity Improve resource planning for equipment and installations Grow revenue and enhance margins Improve your ability to respond to market changes Call Center Manager Improve your ability to respond to changes in call volumes Improve customer satisfaction by ensuring your customers can reach you Monitor and manage network performance, hands-on, in real-time Generate revenue through increased call completions Improve your ability to respond to market changes Communications/ IT Manager Save time when placing order so you can focus on more important tasks Improve the speed and accuracy of transactions to enhance productivity Enjoy faster trouble resolution in many cases when you create and track trouble tickets online Reduce costs through improved productivity Enjoy flexibility to access tools to your network 24x7 The AT&T BusinessDirect Portfolio consists of: AT&T s BusinessDirect Portal is a suite of powerful, productivity-enhancing online tools that AT&T business customers can use 24x7 to reroute network traffic in real-time, test circuits, report service problems and track them through resolution, place orders and check their status, pay bills electronically and perform other customer service-related tasks online. AT&T BusinessDirect also includes numerous robust performance-reporting tools that allow customers to monitor their networks and their AT&T Managed Services, such as Web site hosting, in real-time. AT&T ebonding is a productivity-enhancing capability that allows a customer s internal systems to interact directly with AT&T s internal systems through an XML interface to accomplish high volumes of customer-service or network-management tasks without human intervention. ebonding capabilities which include service ordering, checking order status, trouble reporting and inventory management can deliver such significant productivity gains that staff sizes may actually be reduced. AT&T express Bonding is a related capability that accepts ordering, order status and inventory-management transactions by using the AT&T pre-defined Microsoft Excel spreadsheet. Using this capability allows you to improve your data-gathering and order-entry process; as it delivers many of the same benefits as AT&T ebonding to customers that do not wish to develop the XML interface.
3 Accuracy resolve troubles and restore service easily and quickly Reporting and tracking trouble tickets online results in improved accuracy and resolution intervals. With our trouble-reporting tool, you can create and track trouble tickets for Voice circuits, Data circuits and telephone numbers, including Toll-Free numbers. You also have the ability to check alarms, launch circuit tests and view the results in near real-time, as well as view your circuit inventory and Toll-Free number inventory. Electronic Maintenance [trouble reporting tool] saves me so much time. It s been worth its weight in gold. Director of Network Services, Concord EFS, Inc. Trouble Ticketing Voice and Data services create and track trouble tickets, initiate circuit tests and view the results or view your inventory online. Data Services Speed trouble isolation through the testing capability Automatically refer troubles to the appropriate access provider View your circuit inventory online Voice Services View your Toll-Free number inventory online Reroute Toll-Free calls during emergencies, holidays, etc. Data Services Frame Relay Private Line ATM Service Integrated Network Connection Service (INCS) Voice Services Outbound Switched Voice Service Toll-Free READYLINE Toll-Free MEGACOM 2002 CODIE AWARD The Electronic Maintenance Tool for Voice and Data trouble reporting won the 2002 Codie Award for the Best ebusiness Solution.
4 Efficiency greater accuracy can lead to faster order fulfillment With our ordering tools, you can order Voice, Data and IP services quickly and accurately and track the status of those orders online. The drop-down menus, built-in logic and pre-populated fields will help improve the accuracy of your orders so they can be filled sooner. Electronic Ordering: The number one benefit was the reduction in delays. We also saw a significant increase in accuracy. And we get order confirmation within minutes! GTECH Holdings Corp., Operations Team Leader Ordering & Status 1 Place orders for Voice and Data services using an interactive tool. Improve order accuracy Shorten provisioning intervals Simplify ordering through point-and-click menus; eliminate repetitious data entry Access up-to-date inventory Obtain online status of orders Outbound Switched Voice Service Toll-Free READYLINE Service Domestic Frame Relay Service, ATM Service and Point-to-Point Private Lines IP-enabled Frame and ATM Service International Frame and ATM Services ATM/Frame Service Interworking (SIW) (Also supports standalone data services contracted outside the bundled contract) Exploit the Web s strengths (e.g., point-and-click menus) Eliminate repetitious data entry Speed orders and reduce errors Toll-Free Services Frame Relay, ATM and Private Lines Corporate Calling Cards for customers without AT&T Execu-Bill IP (MIS) Service AT&T Local Service Outbound Services T1.5 Access Service Note: AT&T also has a tool that allows VTNS, OneNet, SDN and UniPlan customers to order Voice and Data Services through accessing Web-based forms and submitting them to AT&T Customer Care via fax or . You can also use another tool to place orders for or make changes to AT&T Corporate Calling Cards with or without AT&T Execu-Bill Service. AT&T is using the Internet to [deliver] what its customers want: ease of use, one-stop shopping, efficiency, reliability and reductions in time and money A company cannot achieve these things without simplicity, a goal AT&T pursues with single-mindedness. iq Magazine, January 12, 2004
5 Timely Information access network performance data when you need it With our performance reporting tools, you can facilitate your decision making by accessing up-to-date information on your network s performance. You have the ability in real-time to analyze calling trends, investigate network performance concerns and determine if you have the need to reconfigure your network. Performance Reporting 3 Obtain extensive, real-time details on Toll-Free calls reaching or leaving your premises 4. AT&T s BusinessDirect portal sets the pace by offering the most complete and well integrated presentation of customer and network information providing access to more than 150,000 business customers. Yankee Group,April 2004 Identify lost callers for possible revenue opportunities Analyze responses to your advertising/marketing campaigns Uncover reasons for incomplete calls Increase your ability to detect fraudulent calls Toll-Free Service 900 Service Dedicated Outbound (ABN & UniPlan) Receive information by area code, state and country on call attempts to your Toll-Free numbers 4. Adjust staffing levels and hours based upon call volumes Investigate reasons for unrouted call attempts and receive 10-digit ANIs for these calls Obtain the quickest view of your Toll-Free calls (data is collected three minutes after a call is attempted) Toll-Free Voice Service Determine how effectively your Voice Trunks were utilized in any of the proceeding 35 days with the data being 24 hours old and for historical reports on outbound calling patterns. Improve your ability to minimize your network expenses by obtaining the information that might point to a reconfiguration of your dedicated or switched facilities Dedicated Inbound or Outbound Long Distance Voice T1s, as well as Switched and Dedicated Outbound calls for SDN, OneNets and VTNS Note: AT&T also has real-time tools for analyzing Frame Relay and ATM Usage, Domestic Private Lines and Managed Internet Service sites. The tools AT&T provides make it that much easier for me to take care of my network myself The tools allow me to manage the network with fewer staff. Only two of us manage a network of 130 nodes. Without BusinessDirect, I would almost certainly have to add more staff. Curtis Miller, Network Manager, Sterling Capital Mortgage
6 Convenience view and pay your bills conveniently With our account and billing tools, you have the ability to: view current and prior bills, analyze calling trends, pay your Voice and Data bills and request billing adjustments. In the past, I would have had to call my account rep. Now I have the ability to go online, change anything, correct a billing discrepancy, report trouble and follow a trouble ticket Besides reducing our costs, [AT&T BusinessDirect ] has enhanced our control. Chuck Robbins, Director of Purchasing, CL Swanson Account & Billing View, validate, analyze, dispute and pay AT&T invoice data quickly and easily at many levels of billing. Access billing information easily and quickly online Keep an eye on costs by analyzing your billing data conveniently Gain hands-on control over the way you view your billing information and who else may view it Pay your bills online conveniently and securely Save time Download reports and export data in a variety of formats All services billed on an AT&T VTNS or OneNet invoice such as: - Access - Outbound Voice Service and Features - Calling Card - Toll-Free Service and Advanced Features - Advanced Features for Toll-Free Service Receive your Voice network billing on CD-ROM, generate over 160 standard reports or custom reports and partition your bills to match your corporate structure. Analyze billing information via a Microsoft Windows-based application Save time by eliminating the need to sort through printed bills Find information quickly with a query function Drastically reduce the space required to store past bills Any Voice Services billed under one of the contracts listed in the next column View and analyze your AT&T Corporate Calling Card usage. Access your billing information easily and quickly Obtain billing data before the printed bill arrives Download reports generated online Corporate Calling Cards with AT&T Execu-Bill Note: AT&T also has tools to allow ABN and UniPlan customers to view and pay bills, and ABN customers can view contracts and their account billing hierarchy. Outstanding site that has lots of useful info and interactivity. Includes service features such as online bills, online customer support and business center. NetMarketing 100: Best B-to-B Web Sites,August 2003
7 Hands-On Control optimize your network in near, real-time With our network management tools, you can maintain hands-on control over your network by reacting to network traffic changes in real-time, thereby improving your network s performance without needing to contact your AT&T Account Team or Customer Care representative. We shift calls among three sites, in Seattle, Boise and Tempe. Route It! and Toll-Free Routing Control through BusinessDirect let my staff make changes easily whenever the need arises. Karen Wells, Alaska Airlines Manager, Network Operations, Reservations Sales Network Management 3 Make changes to your Toll-Free routing plans in real-time using either a Web-based tool or PC-based tool 4. You can easily create, change, activate or schedule routing plans in real-time for immediate or future use, quickly reroute calls during emergencies or sudden shifts in call volumes and activate pre-recorded network announcements. Adjust traffic flows to accommodate staffing levels and hours of operation Minimize lost calls during bursts in call volumes Recover from unplanned outages by rerouting traffic Increase call completions, potentially resulting in greater revenue opportunities Eliminate the need to call AT&T for each routing change Make changes from any PC on which the non, Web-based Route It! tool resides Manage multiple call centers more easily and efficiently Toll-Free Services with any of the following Advanced Features: Call Allocator, Next Available Agent Routing, Network Queuing or Select Routing Toll-Free Services with and without Advanced Features Monitor, test, control and obtain real-time notification on trunk performance and faults for dedicated Voice trunk groups 4 and update your network s outbound Voice features in real-time. React to network traffic changes in real-time so you can better utilize your dedicated communications facilities Reduce fraudulent usage Access current outbound inventory at your convenience Reroute network calls during emergencies, etc. (SDN/OneNet/VTNS services only) Dedicated Inbound and Outbound Voice Trunk Groups Outbound Switched and Dedicated Voice Service with: - Authorization Codes, Account Codes, SDN Flexible Routing, Station Groups, Screening Numbers and Geographic Restrictions Note: AT&T also has a near, real-time tool for changing the Domain Name System (DNS) records for existing Managed Internet Service sites. The Web Marketing Association Award: 2003 Standard of Excellence Web Award
8 Additional Significant Tools The tools available via the portal are among the best in the industry The collaborative tools and information available on AT&T s Managed Services Portal [on AT&T BusinessDirect ] go a long way towards creating the kind of partnership that enterprises are looking for. The Yankee Group,April 2003 AT&T Managed Services Tools 4 Some customers contract with AT&T to manage their networks, host their Web sites or manage other complex services and solutions. These customers can use AT&T BusinessDirect to monitor AT&T s performance, request additional services, review their AT&T bills and more. For example, a customer that contracts with AT&T to host its Web site or has an Enhanced Virtual Private Network (EVPN) service will find the following tools on the AT&T BusinessDirect site: Understand your usage patterns and the reasons for performance concerns, anticipate increased capacity demands and determine when to reconfigure your network or AT&T solution. Helps you understand usage patterns Round-the-clock support for networks Enables you to update your trouble tickets and view the progress of trouble resolution Provides on line access to monthly SLA and SLR reports Business Internet Services (BIS) Managed Router Service (MRS) Enhanced Virtual Private Network (EVPN) Managed Data Network Services (MDNS) Hosting Services AT&T VPN Tunneling Services (AVTS) Managed Internet Service (MIS) AT&T Managed Services AT&T BusinessDirect Map View your inventory, monitor your network alarms, create and track trouble tickets and place and track orders. Benefits For These Services For These Contracts View your inventory at a site and network level across AT&T services Receive proactive notification of the status of orders, trouble tickets and network alarms Perform multiple network management tasks ordering, trouble reporting and network monitoring all within one tool Frame Relay Service ATM Service Private Line Service Dedicated Voice Services Also coming soon for: Note: This tool is currently being introduced to selected customers in a phased rollout and is not generally available at this time. We can pull a map and see at-a-glance what orders are outstanding or which circuits have failed or have alarms. We don t have to call the account team to get the information. We can more centrally manage everything for diverse groups at Toshiba, so that helped streamline ordering. Bob Smith, Toshiba Telecommunications Manager
9 AT&T ebonding AT&T ebonding is a new capability offered to AT&T s business customers to simplify high-volume customer-service transactions either through a direct XML (Extensible Markup Language) Business-to-Business Integration (B2Bi) connection or by sending files electronically to our gateway. Here s why. For certain customers with large numbers of transactions whether they are orders or trouble reports entering each transaction into a Web browser can become cumbersome. That s why AT&T s Electronic Bonding was developed to give customers an electronic bonding solution that leverages their own business processes and minimizes data entry. Here s how it works. AT&T Electronic Bonding consists of a software interface that would enable your internal system to generate transactions that are entered directly into AT&T s proprietary system. This eliminates the need to re-key data from your in-house system data that is already in digital form into an AT&T system in what is commonly called the swivel chair approach. AT&T Electronic Bonding can be used for ordering, trouble ticketing or inventory management purposes. Take advantage of an easier way to send large numbers of orders, trouble tickets and inventory requests electronically, to receive quick confirmation of your transactions via automatic s, obtain status conveniently on demand via the same system-to-system interface you use to place orders or trouble tickets and check your inventory on demand without having to call on AT&T. Leverage your own business processes and systems to place orders, report trouble, check status and view inventory Minimize manual data entry Automate ordering Speed ordering so provisioning can begin sooner Improve the accuracy of orders Automate the trouble reporting process Speed trouble reporting and service restoration Improve the accuracy of your trouble reports Domestic Frame Relay Service, including Frame Relay Plus, Local, IP-enabled Frame and DSL Access to Frame International Frame Relay Service Private Line Service Domestic ATM Service, including Local, Frame-to-ATM Service Interworking and IP Enabled ATM International ATM Service Domestic Dedicated Voice Access Toll-Free Service Calling Card Service Standalone Data Services It benefits us as well as AT&T. We ve reduced the manpower needed to support [trouble ticketing] and so has AT&T. Before Metavante started using ebonding, issuing trouble tickets including diagnosing the problem and restoring a circuit took 30 to 90 minutes on average, now it takes a couple of minutes. Metavante Chief Information Officer
10 AT&T express Bonding SM AT&T express Bonding is a new capability offered to AT&T s business customers for placing service orders, tracking order status and viewing inventory simply, quickly and effectively. AT&T express Bonding was developed to give AT&T customers an electronic bonding solution that leverages your own business processes. AT&T express Bonding is now being offered so you can enjoy the benefits of a full electronic bonding solution without the need to invest in extensive software development and system integration. This is accomplished through a simple but powerful procedure using structured files, such as Microsoft Excel spreadsheet templates. Take advantage of an easier way to place orders, obtain status and view your inventory, to obtain the status of your orders automatically, pre-schedule status reports for delivery whenever you need them and view your network inventory by Master Customer Number (MCN), specific bill group or physical location. Automate the service-ordering process Minimize manual data entry and re-keying Speed up ordering so provisioning can begin sooner Improve the accuracy of orders by using up-to-date inventory and status information Leverage your own business processes and systems to place orders, track order status and view inventory Save hours, possibly days, of manual work tracking order status and inventory Domestic Frame Relay Service, including Frame Relay Plus, Local, IP-enabled Frame and DSL Access to Frame International Frame Relay Service Private Line Service Domestic ATM Service, including Local, Frame-to-ATM Service Interworking and IP enabled ATM International ATM Service Domestic Dedicated Voice Access Toll-Free Service Standalone Data Services The reliability of our data infrastructure and consistent availability of data are critical to the enduring success of our business and that of our travel industry partners. By strengthening our computer system capability infrastructure through AT&T s support, we will be able to virtually guarantee network efficiency and dependable access to data. David Lauderdale, Chief Technical Officer and Senior Vice President,Worldwide Technical Operations for Worldspan
11 Training & Support one electronic channel for managing all your AT&T products/services To assist customers with the AT&T BusinessDirect Portfolio, AT&T has many avenues of support in place. 1. Formal Training: Go to the head of the class: AT&T offers free training! AT&T has a series of training courses and collateral in place to support customer learning about the AT&T BusinessDirect Portfolio. There are online tutorials or training modules, an instructor-led class for Route It! and Toll-Free Routing Control, as well as Web-based training seminars that can be conducted one-on-one or one-to-many customers. Go to in order to sign up for these. 2. In-Person: For customer support, you can contact your AT&T Sales Representative or AT&T has Senior eadoption Account Managers whom can help customers learn about these tools, get signed up for tools, as well as assist in your usage of the AT&T BusinessDirect Portfolio. 3.Telephone: AT&T has an AT&T BusinessDirect Customer Support Line at to assist with questions. 4. Online: For information about the AT&T BusinessDirect Portfolio and any of the capabilities described in this brochure, visit: I have just attended the Route It! class... I would like to express my complete satisfaction with the material and the way that it was presented I would definitely recommend this class to others as well as take future ones. Thanks for the Opportunity. Heather Camp Sr.Technical Analyst, Exult In summary, remember the AT&T BusinessDirect Portfolio is: - Efficient, as it conveniently provides powerful capabilities via the Web or via direct interaction with AT&T systems. - Effective, as it enables you to improve productivity, improve the speed and accuracy of your transactions and reduce costs. - Empowering, as it lets you optimize networking efficiency in real-time. 1 The order for initial service cannot be placed online. 2 AT&T BusinessDirect applications are available to customers who subscribe to the specified AT&T Services, which are offered pursuant to the terms, conditions, and charges as set forth in AT&T s tariffs and contracts, as applicable. 3 The Network Management tools enable you to make changes to your network online, while the Performance Reporting tools give you information about the performance of your network but do not enable you to make changes to your network. 4 This tool has some monthly charges that might apply.
12 2004 AT&T. All Rights Reserved. Printed in the U.S.A. 06/04 AB-0249