All Rights Reserved. Last Updated. November IDT Domestic Telecom Inc.

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2 All Rights Reserved The use, disclosure, modification, transfer or transmittal of this work for any purpose, in any form, or by any means, without the written permission from IDT is strictly forbidden. Last Updated November 2013 IDT Domestic Telecom Inc. Disclaimer The content of this manual is subject to change without notice and should not be construed as a commitment by the distributor or IDT. This manual is furnished for informational use only and IDT assumes no responsibility or liability for any errors or inaccuracies that may appear herein.

3 IDT Express User Guide October 2013 Table of Contents Overview... 1 What s in this Guide?... 1 Before You Get Started... 1 Browser Requirements... 1 WinZip... 1 Portal Overview... 2 Toolbar Main Menu... 2 Getting Help... 2 Dashboard Page Postpaid... 2 Dashboard Page - Prepaid... 3 Profile Page... 3 Settings Page... 5 Rates Page... 7 Reports Page... 8 Billing Page - Postpaid... 9 Billing Page - Prepaid...10 Help...11 Support Tickets Page...11 FAQ Page...11 Portal Settings...13 Users Page Groups...13 Logging into the Portal Logging in from the Public URL Logging in Directly from the Secure URL Security Challenge...16 Retrieving Your Username Retrieving Your Password Viewing and Modifying Your Profile Settings Updating the Security Questions Adding, Modifying and Deleting IP Addresses (and Changing the Default Division Setting) Adding an IP Address Modifying IP Addresses Deleting IP Addresses Modifying Your Default Division Setting Sorting and Filtering Rates Display Sorting the Rates Display Filtering the Rates Display Working with the Reports Page Viewing CDR Reports Viewing Trunk Reports Working with the Postpaid Billing Page Summary Box Viewing and Downloading Invoices Filtering Invoices (Post-Paid Accounts Only)...34 Viewing Transaction History Filtering transactions...34 Printing a Receipt Page i

4 IDT Express User Guide October 2013 Making a Payment Working with the Prepaid Billing Page Summary Box Manage Credit Cards Adding a Credit Card...37 Making Payments Viewing Payment History Viewing Credit Card Verification History Managing Trouble Tickets Viewing Trouble Tickets Entering Trouble Tickets Adding Notes and Attaching Files Closing Tickets Managing Users Adding a user Editng Users Removing Users Setting up and Managing Groups Frequently Asked Questions FAQ Top General...50 IP Addresses and Switches...52 Payments...53 Rates...54 Trouble Tickets and Support...55 Reporting...56 Page ii

5 Overview What s in this Guide? The Getting Started Guide provides you with the following information and procedures: Before You Get Started An overview of the IDT Express web portal so that you have a better understanding of its capabilities. How to log into the portal and retrieve your password and user ID information. A detailed overview of the prepaid and postpaid Dashboard displays. How to view and change your personal profile settings. How to use the Settings page to add, modify or delete IP addresses and how to change the service routing divisions on your account. How to use the Rate page to view current rates as well as sort and filter the display based on several options. How to use the Reports page to view daily (for the last 7 days) CDR reports and monthly (for the past 3 months) CDR reports. How to use the postpaid Billing page to view invoices and transactions. How to use the prepaid Billing page to add credit cards, view payment history, and credit card verification history. Instructions on how to enter trouble tickets and view ticket history using the Support page. Instructions on how to add, modify, and remove users and set access privileges. Get answers to questions using the FAQ page. This section provides you with important information that everyone should know before starting to work with IDT Express product. Following the guidelines in this section will save you significant time and effort trying to troubleshoot different issues. Browser Requirements WinZip The following browsers are supported: IE 7, 8 and 9 Firefox or higher Chrome Since many of the CDR and Rate files are zipped due to their size, you must have a WinZip or other similar utility installed on your machine to properly view these documents If you don t have an ZIP/Unzip utility we recommend WinZip which you can download from the WinZip website. Page 1

6 Portal Overview For those already familiar with the Portal but need a refresher, this section provides you with a high-level description of each of the Portal s pages. Taskbased procedures are provided in other sections of this guide when you need more help. Toolbar Main Menu The toolbar menu is the main method of navigation within the site and remains constant at the top of each secure Portal page. A menu item is highlighted while on that specific page. For example, if you are on the Dashboard page, then the Dashboard menu item is highlighted (as illustrated in the screen capture above). Each of the associated pages are described in the following sections. Getting Help Click the to get context-sensitive instructions or other information. Dashboard Page Postpaid The postpaid Dashboard page allows you to view: Account summary information that includes account number, current balance, payment type (prepaid or postpaid), credit limit, and payment terms. A news section to communicate changes, rate specials, promotions as well as service interruption notices and updates. A graphical view of the minutes and spend by the top five destinations over the past seven days. An illustrated breakdown of what your account has spent based on the top 5 destinations over the past 7 days as well as the minutes used for the top 5 destinations over the past 7 days. Page 2

7 Dashboard Page - Prepaid The prepaid Dashboard page allows you to view: Account summary information that includes account number, current balance, payment type (prepaid or postpaid), last payment amount, last payment type, and the date that the last payment was received. An Add Funds link allows you to add additional funds to the account. A news section to communicate changes, rate specials, promotions as well as service interruption notices and updates. A graphical view of the minutes and spend by the top five destinations over the past seven days. An illustrated breakdown of what your account has spent based on the top 5 destinations over the past 7 days as well as the minutes used for the top 5 destinations over the past 7 days. Profile Page The Profile page has two tabs: Company Profile and Company Contacts. The Company Profile tab displays: Contact information for your company including: name, , address, phone numbers, and billing address. Note that you may not edit the Company name. See the Viewing and Modifying Your Profile Settings section for more details and procedures. Page 3

8 The Company Contact tab allows you to enter: The name and contact information for the main financial contact person and the main technical contact person.. Page 4

9 Settings Page The Settings page has two tabs: Switches and Default Division. From the Switches tab you can: Add, modify, and delete IP addresses. Don t forget, you must have at least one IP address defined in the system. This page also contains detailed technical information that you must follow when adding an IP address and setting up your interconnection with IDT. Refer to the Adding, Modifying and Deleting IP Addresses (and Changing the Division Classification) section for procedures and detailed information. From the Default Division tab you can: Change the default divisions for each address (division definitions are provided on the Rates page). You will see a description of available divisions and the dialing prefix for each division. Page 5

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11 Rates Page The Rates page provides a current view of your A to Z rates for each division. Details on how to sort the view and filter the display are described in the Sorting and Filtering Rates Display section. Downloading the rates is also possible on this page via the Download to CSV button the top left of the screen. Page 7

12 Reports Page The Reports page provides you with a view to of all types of data relating to your account. The core group of reports available on this page will vary by your account settings but generally include: Daily CDRs (last 7 days only) Monthly CDRs (last 3 months only) Daily Trunk Usage Reports (last 7 days) which allow you to see capacity utilization Weekly Comparison Reports which shows your traffic by destination week after week. Monthly Statements for the last 12 months. NOTE: Some of the reports come in a ZIP file and may require that you save to your computer in order to be unzipped see Viewing CDR Reports for information on how to save and open the report files. Page 8

13 Billing Page - Postpaid From the Postpaid Billing page you can: View invoice information, including date issued, amount due, and status (post-paid accounts only). See account summary information including credit limit and current amount due (post-paid accounts only). View current payment terms. Get instructions on how to make a wire transfer or Western Union payments. View transaction history (up to 1 year). See the Working with the Postpaid Billing Page section for important notes, information and procedures. Page 9

14 Billing Page - Prepaid From the Prepaid Billing page, you can: See payment summary information including account balance, last payment amount and date, and last payment type. View credit cards on file and add a new card. Turn on and off low balance notification. Make a one-time payment and setup and modify auto-recharge. Get instructions on how to make a wire transfer or Western Union payments. View transaction history (up to 1 year). View payment history. See the Working with the Prepaid Billing Page section for important notes, information and procedures. Page 10

15 Help The Help dropdown menu displays options that allow you to manage Tomcat tickets, view FAQs, and display contact information for the Sales and Account Manager. Links for the Interconnect Help Guide, Common SIP Signal Errors, and Web Portal User Guide are also included. Support Tickets Page Use the Support page to view ticket history, create new trouble tickets, and view the tickets assigned to you. Note: If a ticket is assigned to you, a notification will be displayed at the top of each page in the portal from the time you login until the time you address the ticket(s). See the Viewing and Entering Trouble Tickets section for procedures on how to create and manage tickets. FAQ Page Page 11

16 Although there is an FAQ section at the end of this document, which we encourage you to use, we recommend viewing the FAQ page in the portal for more extensive and up-to-date information. Note: Be sure to reference the FAQs prior to entering a trouble ticket or reporting the problem to your Account Manager as many times the answers to your issues can be easily solved with information found here! Page 12

17 Portal Settings Users Page The Users page allows you to view user information, modify a user s information, remove a user, invite (add) a new user, and view pending invitations. For more information about managing users, please see User Management. See the Managing Users Page section for important notes, information, and procedures. Groups There are two groups: Technical Operations and Billing Page 13

18 Up to five addresses can be added to the Technical/Operations group. Because the Billing group will receive account and security notices, this group cannot be edited manually. See the Managing Groups Page section for important notes, information, and procedures. Page 14

19 Logging into the Portal Logging in from the Public URL Open your web browser and enter the URL: to display the main marketing page. If you have not created an account yet, you may get the process started by clicking the Sign Up link and completing all the required fields. If you already have an account, you can log in at any time by clicking the Log in link in the upper right hand corner of the page. Page 15

20 Logging in Directly from the Secure URL Open your web browser to the following url Enter your username and password in the appropriate text boxes on the right hand side of the screen and click Sign In. Note: If you are logging into the portal for the first time, the system prompts you to agree to the Terms and Conditions contract. Failure to submit the acceptance will result in restricted access to the portal and the inability to pass minutes in the network. Security Challenge In order to safeguard your login and protect your account from unlawful use, we have implemented a security feature that requires you to answer a random security questions from one of the predefined questions and answers created by you during account creation each and every time you login from a computer which is not recognized. If your machine is not registered as a secure device, you will be asked to provide the answer to a security question and also asked When logging in from a private (not a public computer), you may click the checkbox so the software will register the computer as a secure device. Once it has been designated a secure device, you will no longer be asked the security challenge question when you log in from this specific computer. The Security Challenge questions and answers can be updated at any time. Please refer to Updating the Security Questions section. NOTE: If you have forgotten the answer to your security question you must contact your IDT Account manager to reset your questions. Page 16

21 Retrieving Your Username If for some reason you forgot your username, click the Forgot Username link on the Sign In page to display the retrieve request screen illustrated below. Enter your address registered in the portal and click Send User name. Your username information will be sent via to the address on file. Retrieving Your Password To retrieve your password: 1. Click the Forgot Password link on the Sign In page to display the Reset Lost Password screen. 2. Enter your user name in the User Name textbox and click Send password instructions button to display the Password Reset Sent screen. Page 17

22 3. Once the is received, follow the instructions to log into your account.. Note: If you enter the password incorrectly, the portal displays an error message and allows you to re-enter the new password. Page 18

23 Viewing and Modifying Your Profile Settings To view and modify your profile settings: 1. Click on the Profile icon ( ) in the toolbar main menu to display the account profile page. 2. For security purposes the information, the company name cannot be edited by the end user. You may, however, modify your contact information ( , name, addresses and/or phone numbers) as desired. Then click the Update button. Page 19

24 Updating the Security Questions To update the security questions, click on user ID on the Dashboard menu. From the dropdown list select Update Security Questions. After you successfully answer a security challenge question, you will be able to update the security questions and answers. Select the question and enter the answer. Repeat for each question you would like to change. When you have finished, click the Update Security Questions button. Page 20

25 Adding, Modifying and Deleting IP Addresses (and Changing the Default Division Setting) The following subsections provide information about adding, modifying and deleting IP addresses from your account. Also found in these subsequent sections are procedures on how to change a division classification. Tools for adding, modifying and deleting IP addresses are found in the Manage Switches frame of the Account Settings page. Important! Additions, changes and deletions of IP addresses and division classes take up to 1 hour to process on our back end systems. Be sure to wait the allotted time before routing any calls through the newly added/changed/deleted IP switches and Division changes. Adding an IP Address To add, modify or delete switches as well as to change a division classification: 1. Click the Settings icon ( ) to display the Account Setting page. Make sure to read the Important Technical Information text to avoid possible routing problems and to get some tips and tricks. Page 21

26 2. Click the Add button in the Manage Switches frame to display the IP Address text box. 3. Enter the IP address in the text box and click the Update button to save the newly added IP address. 4. Click on the Save button and wait up to one hour for all of the systems to get updated with the new IP information. 5. Repeat steps 3 and 4 to add additional IP addresses. Page 22

27 Important! If you fail to click the Save Changes icon in step 4 your addition will not be saved. Modifying IP Addresses If you need to change an existing IP address: 1. Click the Settings icon ( ) on the toolbar menu to display the Account Settings page. 2. Click the Edit button next to the IP address that you wish to change in order to display the IP address edit text box. 3. Type in the new IP address. Click the Update button. Make sure to click the Save button when done. 4. Repeat steps 2 and 3 to change other IP addresses you may need to change. Important! Additions, changes and deletions of IP addresses and default division can take up to 1 hour to process and propagate through all of our back end system. Be sure to wait the allotted time before routing any calls through the newly added/changed/deleted IP addresses or default division changes. Deleting IP Addresses Important!!! You must have at least one IP address at all times in the IDT Express portal in order for your account to stay active. Do not delete an IP address if you have only one defined. Instead, modify the address as described in the Modifying IP Addresses section. Page 23

28 2. Click the Settings icon ( ) in the toolbar main menu to display the Account Settings page. 3. Click the Delete button next to the IP address you wish to delete. 4. Click the Save button to complete the action. 5. Repeat steps 3 and 4 for each IP address you wish to delete. Remember to keep one switch defined in Aggregator. Once you remove a switch you cannot undo the change the Undo All Changes link only allows you to undo modifications. Modifying Your Default Division Setting The default division is the routing division that gets used should you not be able to or not want to use our prefix routing feature. It is also the division for which calls will get routed should there be a technical issue when a prefix was not properly passed or any errors occurred in the routing sting. You can change the default division of your account at any time. To learn more about the differences between the divisions click on the Rates tab and view the division definitions on the right hand side. To modify the default division on your account: 1. Click the Settings icon ( ) in the toolbar main menu to display the Account Settings page. Page 24

29 2. Click the Default Division tab ( ). In the Change Default Division section, select the appropriate divison. A description of each division is included on the lower half of the page. Page 25

30 3. Select the appropriate division radio button and click the Update button. The Dialing Prefix section provides a mapping of the dial prefix codes to the division: Important! Changes to the default division setting can take up to 1 hour to process on the back end. Page 26

31 Sorting and Filtering Rates Display The following sections provide you with procedures on how to Sort the rates display as well as how to filter out and view only he locations you want to see. Sorting the Rates Display You can sort the Rates display by clicking on any of the column headers in the Rates frame. For example, if you wanted to sort the display by country codes then you would click on the Code header if you wanted to display the rates based on division then you would click on one of the division headers (Gold, Silver, LCR (Lowest Cost Routing) or Retail. Click on the Rates icon ( page. ) on the toolbar menu to display the Rates Page 27

32 Filtering the Rates Display You can filter the rates display to show rates (land and Cellular) for a particular country. You must be on the first page of the display for the filter feature to work. 1. Click on the Rates icon ( ) on the toolbar menu to display the rates page. 2. Type in the Location or Code for which you wish to filter. 3. Press the Enter key to finish filtering the display. 4. Turn filtering off by clicking on the Reload icon at the bottom left of the rates display. Page 28

33 Working with the Reports Page The Reports page provides you with several report types. The number and types of reports available will differ based on account settings but the core reports generally granted to all users include Call Detail Record (CDR) reports, trunk reports, and weekly comparison reports. Monthly Statement reports are available for prepaid customers only Important! Some reports are provided in PDF format which will require the use of Acrobat Reader on your PC. Viewing CDR Reports There are 2 types of CDR reports you can view a daily report and a monthly report. A report for each of the past 7 days can be viewed a monthly report for each of the past 3 months can be viewed. The reports are zipped file that must be saved to your computer and opened later using Excel. To view a CDR report: 1. Click the Reports icon ( ) on the toolbar menu to display the reports page. 2. Click on the desired report (daily or monthly) link. 3. When prompted, click the Save radio button to save the zipped file to a folder on your computer. Page 29

34 4. Go to the location where you saved the zip file. 5. Unzip the folder to extract the report file. 6. Once the file is extracted, double click the file to view the report. Remember! If you didn t install WinZip then you won t be able to view the report. See the WinZip section for details on how to download the Portal. Page 30

35 Viewing Trunk Reports Daily Trunk Reports from the last seven days are listed in the Daily Trunk Reports window of the Reports page. To view a trunk report: 1. Click the Reports icon ( ) in the toolbar main menu to display the reports page. 2. Click the link for the desired report. 3. When prompted, click Open to view the report or Save to save the file to a folder on your computer. 4. The trunk report is saved as a pdf file. Please note that you will need to have Adobe Acrobat Reader installed to view the file. Page 31

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37 Working with the Postpaid Billing Page The Postpaid Billing Page displays payment information and allows you to view invoices and transaction history. Summary Box The Summary box displays the most relevant Payment and Credit information: Amount due (post-paid only) Available credit (post-paid only) Credit limit (post-paid only) Amount and Date of last payment Payment terms (post-paid only) Viewing and Downloading Invoices For post-paid accounts, invoices may be viewed or downloaded as an Adobe pdf file as follows: 1. Click the Billing icon ( ) on the toolbar menu to display the Billing page. 2. To view an invoice, click the View link next to the invoice you wish to see. Page 33

38 3. The Invoice is displayed. To download the invoice, click the Download Invoice link on the Invoice Summary (pictured below). You may also download it directly from the Billing page by clicking the Download link associated with the desired invoice. Filtering Invoices (Post-Paid Accounts Only) You can apply a filter to if you only wish to display certain invoices according to a particular criteria. To do this, type in either the exact Invoice date, Invoice date range, Invoice ID, or Amount in the appropriate field, or select the Status. Once you press Enter, only those invoices that match your filter will be displayed. To remove the filter, clear the field by removing the data displayed in the filter. When the list is filtered by an invoice number, only that invoice is listed. Viewing Transaction History 1. Click the Billing icon ( ) on the toolbar menu to display the Billing page. 2. Scroll down the Billing page to view your transaction history. Note: The portal stores up to one year s worth of your transaction history. Filtering transactions You may apply a filter to transactions in order to display only the ones you wish to view. To do this, type in the date or Amount in the appropriate field, or select the transaction type from the dropdown list. Once you press Enter on your keyboard, only those transactions that match your filter will be displayed. Page 34

39 Printing a Receipt To remove the filter, clear the field by deleting the data dispalyed in the filter 1. Locate the transaction history section on the Billing page. 2. Scroll through the transaction history list until you locate the transaction for which you want to print a receipt. 3. Click the Print Receipt link. The receipt will be printed via the printer connected to you device. Note: Only successful payments will allow a receipt to be printed! Making a Payment For Postpaid Accounts you can make payments via one of two ways: 1. Western Union Quick Pay 2. Bank Wire Instructions for making a wire transfer are available by clicking the Bank Wire Instructions button. Instructions for sending a money transfer can be viewed by clicking the Western Union Quick Pay Instructions button. Page 35

40 Working with the Prepaid Billing Page The Prepaid Billing Page displays payment information and allows you to view credit card status, add a credit card, make a payment, set up auto recharge, view payment history, and view credit card verification history. Summary Box The Summary box displays the most relevant Payment and Credit information: Account balance Amount and Date of last payment Type of last payment Page 36

41 Manage Credit Cards In the Manage Credit Cards box, a list of credit cards on file is displayed. Please note that a maximum of five credit cards can be kept on file at any one time. Adding a Credit Card In the Manage Credit Card box, click the Add new Card button. Important! Please note that you will be required to fax or upload a picture of the front and back of the credit card. Click the File Upload Instructions link for an explanation on how to send or fax credit card images securely. Select the Credit Card Type and enter the Credit Card number and Expiration Date. After entering the required information, click the Add Credit Card button. Making Payments For Prepaid accounts you can make a payment via one of three ways: 1. Western Union Quick Pay 2. Bank Wire Page 37

42 3. One-time or automatic credit card payment Viewing Payment History This section displays the payment history for the last 30 days. To view the payment history for the last 3 months, 6 months, or 1 year or to download the csv file for the current period, click the View Additional Payment History button. The payment history for the selected time period will be shown. Viewing Credit Card Verification History This section displays the credit card verification history for the last 30 days. To view the credit history for the last 3 months, 6 months, or 1 year or to download the csv file for the current period, click the View Additional Payment History button. Page 38

43 Managing Trouble Tickets The Support page enables you to open, close, view, and manage trouble tickets, You will receive an notification whenever a ticket is opened, closed, escalated, assigned to you or moved to another group. Viewing Trouble Tickets To view a list of your trouble tickets: Click the Support icon ( ) on the toolbar menu, and then select Support from the dropdown menu to display the Support page. Any trouble tickets assigned to you are listed in the Trouble Tickets Requiring Your Attention section. Generally, you are assigned a trouble ticket when more information is required or when further testing on your part is required. To view the ticket, click on Ticket Type. To view information about a closed ticket, click on Ticket Type field of that ticket Page 39

44 Entering Trouble Tickets Before entering your trouble ticket, you may want to do some initial troubleshooting to see if you can resolve the issue yourself. If you choose to do some of your own troubleshooting prior to opening a ticket with IDT, make sure you write down the troubleshooting steps you took along with any related results and include it with the trouble ticket you open as this will help our groups resolve your issue faster. To create a new trouble ticket: 1. Click on the Help icon ( )on the toolbar menu, and then select Support from the drop down menu 2. Click the Create New Ticket button to display the Create Ticket frame. 3. Using the following table, click the appropriate category and ticket type. The system expands the form that prompts you for relevant information. Ticket Type Payments Technical Portal Website Example Bank Wire and Western Union issues, missing payment, amount of a payment is not correct, etc. Need to increase your capacity, call quality issues, turn up support request, etc. Can t log into account, incorrect profile information, etc. Page 40

45 The following example displays the screen for creating a technical/call quality ticket. 4. Complete the required information. Whenever possible make sure to include as much detail as possible in the description field. For example, the steps you took to trouble shoot and the results of your effort. Copy and paste or upload any log file information if appropriate. The more detailed information you provide the faster the resolution that we can provide! 5. Click the Create button to create your ticket. 6. To view the status of your ticket you can go to the Support History section at any time and click on the ticket in question. Page 41

46 Adding Notes and Attaching Files You can add supporting notes to a ticket at any time after a ticket has been created explaining things like why you are closing a ticket or explaining a file attachment by following the instructions below. File attachments can be any supporting documentation needed to resolve the ticket for instance, you are experiencing dropped calls and have CDR logs to support the issue. Important! If you add an attachment, we require that you add a note explaining the attachment! To add notes and attach files: 1. Click on the Support icon ( ) on the toolbar main menu to display the Support page. 2. Click on the ticket for which you wish to add a note or attach a file. The ticket summary displays. Page 42

47 3. Click the Add Note button to expand the form. 4. Enter the notes and/or click the Attach a file link if you want to upload a supporting file. 5. Click the Add Note when finished. The system will then add your notes and uploads to the ticket. Page 43

48 Closing Tickets As mentioned in the previous section, you should add a note when you close a ticket. You can close a ticket one of two ways: By clicking the X next to the ticket on the Support page, or By selecting the ticket on the Support page to display the Ticket Summary page, adding a note and clicking the Close Ticket button as shown in the following example. Just to make sure a ticket is not accidentally closed the system will prompt you to confirm that you want to close the ticket when you close the ticket from the Support or Ticket Summary page. Page 44

49 Managing Users Adding a user To add a user, you must invite the user, and the user must then respond. 1. Click on the Portal Settings ( ) on the toolbar main menu, and select Users to display the Users page. 2. Click the Invite User button to display the New User page. Page 45

50 3. Enter the user name, , and department. Then click the appropriate checkboxes to select the account permissions. 4. Click the Send Invitations button when you are finished. You will receive a notification that the invitation was sent. An will be sent to the recipient with a link to complete the login process. 5. The invitation is listed in the Pending Invitation section of the Users page. Once the user completes the login process, the user name, login, and other information is displayed in the User section. A pending invitation may be removed by clicking Delete in the Action column. Page 46

51 Editng Users A user s name, address, department, and account access permissions may be modified. Note: A user s name may not be changed. 1. Click Users icon ( ) in the toolbar main menu, and select Users from the dropdown list to display the Users page. 2. Click Edit to display the Edit User page. 3. After you make your changes, click Save User. The updated user information is displayed on the Users page. Page 47

52 Removing Users As an administrator, you may remove a user. 1. Click Users icon ( ) in the toolbar main menu, and select Users from the dropdown list to display the Users page. 2. Click Remove for the user you want to remove. 3. The updated Users page will be displayed. Page 48

53 Setting up and Managing Groups groups may be set up to receive Technical operations, Billing notifications, and Administrative notifications, such as account notices and security announcements. Each group may have a maximum of 5 addresses. Enter the address under the appropriate group to which a notification should be sent. When you are finished entering the addresses for a group, click the Update button for that group. Page 49

54 Frequently Asked Questions FAQ Top 5 Which Internet browsers are supported? The following browsers are supported: IE 7 and 8 Firefox or higher Google Chrome (recommended) Which IP addresses does IDT use? Point your traffic to port 5060 and/or port How long does it take for a bank wire payment to be received and credited to my account? The time varies by where the wire is coming from and how many banks it needs to go through to get to our bank. For most cases, it takes anywhere from 2 to 5 business days. Will I be notified before a rate update takes place? For the regular weekly update, a notice will be sent out on the Tuesday before the changes letting you know what destinations changed and whether it was an increase, a decrease, or a code change/addition. For individual negotiated rate changes and/or emergency decreases/increases, we will notify immediately upon the rate being changed in our system. IDT reserves the right to change rates with no notice but we will do our best to keep you informed of changes. What codecs are supported? G.711A G711U G.729 (recommended) G.723 General Can I change my account information? Yes. Click on Profile in the menu bar. You may then choose to edit Company Information and Contact Info. How do I change my password? Click on your login ID in the menu bar. From the dropdown menu, select Change Password. In the Change Password window, enter your current password, and then the desired password. Then click the Update button. What do I do if I forgot my user login or password? If you can't remember your user login and/or your password, click the Forgot user login or Forgot password links on the main login. Your login or password will then be ed to the address(es) on file. Page 50

55 What do I do if my user login and/or password does not work? Please contact your account manager or sales person to rectify the problem. Can I get additional login IDs? At this time we only provide one login per account but we are presently working on adding support for multiple logins by account and should have the feature available by October of 2013 Note: To protect yourself and your business, we recommend you limit the number of employees having access to this information. How do I upgrade my flash player for Windows? First uninstall flash by following the instructions at Then install the latest version of the flash player by going to Note: You may need Administrator Privileges to perform the uninstall and reinstallation. What different routes do you offer? We offer four standard route divisions: Platinum Retail subscribers with extremely high QoS expectations Enhanced features are required (e.g. CLI) Market based competitive pricing Gold Retail subscribers with extremely high QoS expectations Market based competitive pricing Silver Retail and prepaid wholesale customers Stable QoS expectations Aggressive market based pricing Bronze Extremely price sensitive customers Best available price How do I route my calls to different divisions? In order to route a call to a specific division, you need to prefix each call with the appropriate prefix: Platinum: Gold: Silver: Bronze: Page 51

56 Do you provide a reseller program? Please contact your sales representative to find out more on our reseller program. Do you require a contract to be signed? While we do not require a physical contract to be signed for this service, we do require that you agree to our Terms and Conditions before passing any minutes over the platform. Failure to agree to our terms and conditions will result in you being prevented from accessing the portal and from passing minutes. The Terms & Conditions are legally binding and acceptance will be considered as a binding contract between IDT and your company. IP Addresses and Switches How do I add a new IP address? To add a new IP address (switch), 1. Click on Settings in the menu bar 2. Click the Add button under Manage Switches. 3. Enter the IP address 4. Click Update button under Actions. 5. Click the Save button at the bottom right of the Manage Switches box. Note: It may take up to an hour for a new IP address to be completely configured across our network. How do I remove an IP address? To remove an IP address, click on Settings in the menu bar. Highlight the IP address in the Manage Switches field that you wish to remove and click the Delete button. Click the Save button at the bottom right of the Manage Switches box. Can I use an IP address that is shared? IP addresses may not be shared among aggregators/carriers at this time. What CODECs are supported? G.711A G711U G.729 (recommended) G.723 Do you support H323? Not at this time but check back soon as we plan to offer H323 support in the near future. How many simultaneous calls can I send? By default we offer up to 72, but you should check your own local set up to assure that you can support that many calls. If you require more than 72 Page 52

57 channels, please open a support ticket and contact your account manager to expedite and approve the capacity change request. Which IP addresses does IDT use? Point your traffic to port 5060 and/or port Note: It is recommended to round robin between two IPs to enable redundancy. Do you support T38 for Faxing? Yes but we can t offer guarantees of service for T38. We only offer best effort. Can I use a port other than 5060? No, we only use 5060 on our side. On the customer side, you can source the sip signaling from any port you wish. Payments Which payment methods do you accept? For Prepaid customers we accept Western Union Quick Pay Payments, bank wire transfers. and credit card payments For Postpaid customer we accept Western Union Quick Pay Payments and bank wire transfers. Can I pay by Moneygram or PayPal? We do not accept MoneyGram or PayPal payments for either prepaid or postpaid customers at this time. How long does it take for a bank wire payment to be received and credited to my account? The time varies by where the wire is coming from and how many banks it needs to go through to get to our bank. For most cases, it takes anywhere from 2 to 5 business days. Is there a fee for bank wires? Yes, both the sending and receiving banks charge a fee for each bank wire made. The fee varies depending on the amount sent and the individual banks policies. It is important to note that these are fees charged and collected by the bank and not something charged by IDT or something for which we have any control. Please check with the bank prior to sending your wire to see what the exact fees will be for you transaction. Yes, both the sending and receiving banks charge a fee for each wire. The fee varies depending on the amount sent and the banks rate scale. Please note: these fees are charged by the bank and not by our company and is something for which we do not have control. Therefore it is important that you check with the bank prior to sending a wire to see the exact fees associated with the transaction. What currencies do you support? All rates and transactions are in US Dollars only (Euro support coming soon)! Page 53

58 Do I receive an invoice? Postpaid customers will receive an invoice according to their payment schedule and terms. An will be sent out to the address on file notifying you when the invoice is available for download from the portal (for security and file size reasons we do not invoices). Prepaid customers do not receive invoices since this service is completely prepaid and it is impossible to match up payments to minutes precisely. However, we do offer monthly statements (available on the reporting page) which show usage and charges for the month as well as printable receipts for each successful payment made (available on the payments page). Do you inform me when my balance is running low or when I am approaching my credit limit? For prepaid customers we send a low balance notification the day your account falls below your specified threshold and once a day each and every day thereafter as long as your account balance remains below your specified threshold. You can turn this notification off and on and set/change the notification amount via the payments page (the default is set to on and at $50 as the threshold amount). For Postpaid customers we send an approaching credit limit notification the day you reach your specified amount and once a day each and every day thereafter as long as your account balance stays above the threshold amount but still below the overall credit limit amount. You can turn this notification off and on and set/change the notification amount via the payments page (the default is set to on and at 80% as the threshold amount). How can I change the address for my balance threshold notifications? Balance threshold notifications go to the address(es) on file in your account profile page. How can I speed up the Wire processing time? For speedier processing of wire payments, please advise your account manager in advance via of the wire amount, date which the wire was sent, branch name and address from which the wire was sent, and if possible a copy of the wire receipt. Rates How do I view my rates? Current rates may be viewed at any time by clicking on Rates in the menu bar. You will then see all of your current rates by available division. You can filter the rates by destination name or dial code. In which currency are the rates? All rates on this portal are given in US Dollars only (Euro s coming soon)! How often are rates updated? Regular mass rate updates go into effect every Thursday at approximately 12:01am Eastern Standard Time. Individual rate changes may take place outside of this schedule based on negotiations and or market changes. Page 54

59 Will I be notified before a rate update takes place? For the regular weekly update, a notice will be sent out on the Tuesday before the changes letting you know what destinations changed and whether it was an increase, a decrease, or a code change/addition. For individual negotiated changes and/or emergency decreases/increases we will notify immediately upon the rate being changed. IDT reserves the right to change rates with no notice but we will do our best to keep you informed of changes. How can I get better rates? For individual rate requests, contact your sales person or account manager. What do I do if a rate in my portal is wrong? Please contact your account manager as soon as possible! Why do I have many different rates for one location? We provide you with different routing options with various options relating to quality and price. In order to give you the freedom to choose how you route your calls, we provide rates for all our divisions. Trouble Tickets and Support How do I open a trouble ticket? Click on Support in the menu bar. From the drop down list on the Support page, click on the appropriate topic. Fill in the form and then click Submit. Once a ticket has been successfully submitted, the confirmation screen is displayed. You may want to record the trouble ticket number for future reference. How can I find the status of and view an existing trouble ticket? The Support History section of the Support page lists all trouble tickets opened and closed over the last 60 days. Locate the ticket by date and/or ticket number. A status of Open or Closed will be displayed. To view the ticket details, click on the Ticket Type. What is the normal turnaround time for a trouble ticket? Depending on the severity and urgency of the ticket, it can be as quick as 24 hours or as long as to 72 hours for non-emergency type tickets. Is there someone able to work on my tickets on nights and weekends? Yes, we have support staff 24 hours a day, 7 days a week. However, the support staff working outside of normal business hours (9am to 10pm Eastern Standard Time) is reduced and focuses mainly on emergency tickets. All other nonemergency tickets are generally handled between Monday and Friday during normal business hours). What do I do if I do not receive any response to my ticket or the response is taking too long? Please escalate to your account manager. Can I get an engineer to help with my Interconnect? Yes we have engineers available for new interconnection help but we ask that you please review our interconnect guide before contacting support. If you still need live assistance with your interconnect after reading this guide then please Page 55

60 feel free to open a Turn-Up Support Request ticket and a time and date will be scheduled for assistance. Reporting What type of CDR reports do you provide? We provide all of our customers with Daily CDR reports (last 7 days) and Monthly CDR reports (last 3 months) as well as week over week comparison CDR view. How can I get older CDR reports? For daily CDR reports we only archive the last 7 days and for monthly we only archive last 3 months. We cannot honor any requests for older CDRs so we encourage you to store this information locally as soon as we provide it. What is included in my CDR reports? Both your daily and monthly reports will contain information for each call such as media ip, duration of call (we do not include incomplete calls), location called, destination number, ANI (if available), division routed over, amount charged, and more. In what Time Zone are my report CDRs? All CDRs are UTC. How will my reports be delivered? All reports are available on the Reports page and can be downloaded at any time. Can I request other reports? While we do not offer any other regular reporting at this time we welcome your feedback on additional reporting request/changes. Please contact your account manager with suggestions and we will evaluate to see if we can add them to a future release. Page 56