VOICE OVER INTERNET PROTOCOL (VoIP) TRAINING

Transcription

1 VOICE OVER INTERNET PROTOCOL (VoIP) TRAINING PARTICIPANT S GUIDE

2 PREPARATION TRAINING OVERVIEW - 2 HOURS TOTAL INTRODUCTION - LED BY TRAINER(S) 1. Discuss Voip Test...10 min. DESCRIPTION - LED BY CIA SENIOR 2. Review VoIP wiring basics...15 min. 3. Review In-home wiring how-tos...30 min. 4. Review VoIP In-home wiring Survival Guide...10 min. ACTIVITY - LED TRAINER(S) 5. Activity...30 min. WRAP-UP 6. What was learned?...10 min. OTHER 7. Discuss other service topics deemed necessary by group... n/a.

3 VOICE OVER INTERNET PROTOCOL (VoIP) What is VoIP? VoIP is an Internet telephony standard which uses the Internet infrastructure to route calls instead of traditional lines buried in the ground. By using infrastructure already build for the Internet, VoIP is able to piggyback on your customer s broadband connection. Additionally, sharing the broadband connection for telephone service further justifies the customer to consider upgrading to broadband because the connection is multitasked. With VoIP, the broadband connection becomes more than a luxury or premium feature - but an integrated service for the home (much like how electricity and water are regarded as essential to a residence). You ll be seeing VoIP integrated into telephones and networking components in the very near future. Understanding the technology is the first step in being able to present this value to your customers. VoIP (or Voice Over Internet Protocol) is the new way to make and receive phone calls. VoIP converts your phone calls into data that zips through your high-speed Internet connection. The big advantage with VoIP is that you can call anywhere at anytime for less money. And it s better than your traditional line because it expands the power of your phone. Why are we testing VoIP? Best Buy as an enterprise wants to ensure that we continue to provide World Class Customer Service. The VoIP test is meant to prove that an Agent can understand the complexity of all that VoIP has to offer and can successfully complete jobs that require in-home wiring. Aren t we already providing VoIP as a service to our customers? Yes and no. Currently our scope of service is limited to VoIP services that utilize base station and satellite hand set setups. We want to take this to the next level and wire complete houses so that every phone currently in the house can utilize the service. When does in-home wiring VoIP pilot begin? April 14th, 2005 Who is involved in the VoIP test? The VoIP test involves two a complete main areas, D.C. and MD. Support and leadership will come from the appropriate DCSMs. Additional support will be provided and feedback will be asked from Geek Squad Mission Control/Special Operationbs, Sales Development, and Retail Traffic Control. How will I get a VoIP in-home wiring service call? All of these services will be created by TAG, a warm call transfer will talk place from Vonage to TAG when a customer call Vonage for an install. What is the scope of service for VoIP? There are a few things that every client must have before Geek Squad can provide this service to our customers: 1. DSL/Cable broadband service 2. Active VoIP service at the time of service 3. No security system 4. An accessible network interface device (NID), we will explain this in greater detail below 5. A house newer than 1990, older houses usually do not have a NID What s in it for our customers? 1. A digital phone service that is cheaper 2. Free long distance for call within the US and Canada. What s in it for my store? 1. New revenue stream to the precinct (subclass 190) 2. A new service to provide the complete solution What s in it for Best Buy? 1. Happy repeat customers 2. Another tool in the arsenal that gives us a competitive advantage over our competitors What kind of revenue will the precinct get? The precinct will receive $95 of revenue for each of these services completed. The service has 60 points margin. What tools will I need to complete a VoIP install? Screwdrivers (Phillips and flat heads) Diagonal cutter Electrical and masking tape Pen

4 +THE BASIC To begin it might be best to review how in-home wiring works today. First here are a few terms that you will run across: Telephone Adapter (TA): This device you might be more familiar with of because it has the label Linksys or AT&T on it. Network Interface Device (NID): This is the device that usually sits on the outside of a client s house. This is important because it is crucial that we break the network connection between the phone company and the wiring within the house. If you fail to do this at the proper time you will permanently damage the TA hardware. (NOTE: sometimes a NID may be referred to as a NIU or Network Interface Unit) Customer Bridge Module: These devices currently reside within the NID. Note the two posts on this block, they are called Binding Posts. It is common for there to be more than one of these Customer Bridge Modules within a NID. The second Customer Bridge Module within the NID is the wiring for an additional phone line with in the home. Even though a NID has two Customer Bridge Modules in it, it does not necessarily mean that both lines are active or in use. JQUAD: This is the standard wire that is strung through customer s house. It is a 2-pair cable (4 wires) and usually it is NOT twisted, unlike Cat5 cable. However you might encounter twisted cable also. The local telephone company wires in the service connection or the service wire into the NID using service wire. Typically this is a large cluster of wire wrapped in some type of insulation (usually black) and it enters on the Telco Access side of the NID. We will never touch the Telco side of a NID, only the Customer Access side.

5 The service connection then has a single pair of wires that move the data from the Telco Access of the NID to the Customer Access side of the NID. From there the Binding Posts hold the client s phone service. All of the jacks in a client s home are wired in to an access hole on the Customer Access side of the NID and connected to the Binding Post. The red and green posts have a very important role in what we will do for VoIP in-home wiring. +BEFORE YOU BEGIN SERVICE SECURITY SYSTEM CHECK Take a quick look around when you first enter your client s home. Look to see if there is a security system keypad located anywhere in the home. Also, proactively inquire to the client and ask if they have a security system. Based on the limitations we have today, if a client does have a home security system and it is not a cellular transmit type we cannot preform the in-home wiring portion of VoIP installation. VERIFY ACCESS TO THE NID Search around the client s home for their NID. Typically the NID is located near the other connections that enter a house. Good places to start looking are near the gas and water connections. There is also a chance that the NID is located inside, again, typically near the other service connections. After you have located the NID ensure that it is within reach. For liability reason we cannot use customers equipment (ex. ladders) to reach any NID that are placed out of reach. Based on current limitations, if the customer does not have a NID or the NID is not within reach of the ground we cannot preform in-home wiring portion of VoIP. VERIFY DIAL TONE Test all of the phone jacks in the home (yes, all of them). Document the ones that do not work in STS (i.e. Master bedroom no dial tone upon arrival, client was made aware). This is a very important step in this process that will help with any possible warranty recalls because of jacks that do not work after we leave the site. If the client has no dial tone, find out why. Did they disconnect service already? Have they ported the number to Vonage already? If the customer is currently in the number porting process, discuss that we cannot verify that the jacks worked properly and cannot warranty that they will all work after the fact. VERIFY THAT VoIP HARDWARE IS COMPLETE Check to see if the client has the VoIP hardware from a Linksys/Vonage Kit or an D-Link/AT&T Kit. Obviously we need the hardware to be able to install the service. SETUP OF DSL (IF NECESSARY) This one you need the help of the customer. Because of the technology that DSL uses and the limitations of the VoIP hardware, we need to find out wether or not, at the time of the installation of DSL service a new run of cable was placed from the NID to the room where the DSL modem is placed. If this is not the case and the customer has simply placed DSL filters all around the house we cannot provide in-home wiring for this customer. Advise the customer to consult with their phone company to discuss how to get a new run of cable installed for this purpose.

6 +THE SERVICE IN THE NID Here we go! Open the NID, remember the Customer Access side is the only side of the NID that we work in. First, take a few moments to label the wires that are currently hooked up inside. One method that you could use to do this is to start with the binding post in the upper left hand corner and work right and top to bottom. 1 2 B1-green B1-red 3 4 B2-green B2-red You might also consider labeling the wire by indicating the first Customer Bridge Module and the color of the post that is attached to it, e.x. B1-Red and B1-Green. Disconnect the connection between the Customer Access and the Telco Access side of the NID. In some Customer Bridge Modules, this will be as easy as removing the RJ-11 connection from the Customer Bridge Module. When using the red and green binding posts Customer Bridge Modules, you need to loosen the binding post using a Phillips screwdriver and removing the wire. These wires will need to be cut to remove the exposed wire and then terminated using electrical wire. If the client has two lines in the NID and two lines in their house, and would like to have all phone jacks in their house use VoIP service you will need to take an extra step. Using the binding post Customer Bridge Modules, combine the wires that attach to the same color binding post. To give an example, if the client has two lines you need to disconnect the two wires in the red binding posts and connect them together, then terminate them with electrical tape. The same will need to be done for the wires connected to the green binding posts. In the Customer Bridge Modules that utilize the RJ-11 plugs, remove the wires from the Customer Bridge Modules and combine them as described above. If the customer still desires to keep their second line active you need to ensure that you terminate the correct line within the house. Trial and error might be the best way to accomplish this. Check and verify after you have terminated one of the two lines that phone service is active on the line that is to remain connected BEFORE YOU HOOK UP THE TA! If you terminated the wrong line, reconnect the line in the manner it was hooked up prior to you disconnecting it (this is why we label the wires). Then break the connection of the second line. This completes the work that you need to preform at the NID, at least for now.

7 +THE SERVICE IN THE HOME Our next step is to set up the equipment inside of home. Below is a basic diagram of what this setup will look like. Make the following physical connections: 1) Connect the coaxial cable line from the ISP (or wall) into the cable modem. 2) Connect an Ethernet from the cable modem to the internet or WAN port of the TA 3) Connect an RJ-11 cable to the phone jack 4) Connect an Ethernet out of the TA to your router or the rest of the network. Note: some TAs have router capabilities. 5) Physically wire any computers. 6) Connect the power to any applicable devices, Connection from Cable ISP Connection to network

8 +MAKING IT WORK WITH DSL This is where this service can get a little tricky. NOTE: Ensure that we have verified that a seperate DSL line was run to the DSL Modem, the line out of the TA will connect to the rest of the phones in the house. Make the following physical connections: 1) The wall jack to the DSL Model 2) Connect an Ethernet from the DSL modem to the internet or WAN port of the TA 3) Connect the phone cable out of the TA to the second wall jack in the room 3) Connect an Ethernet out of the TA to your router or the rest of the computer network. Note: that some TAs have router capabilities. 4) Physically wire any computers 5) Connect the power to any applicable devices DSL connection from NID CONNECTION TO PHONE NETWORK Connection to network

9 +WHAT ELSE COULD WE ENCOUNTER? Well if some of this wasn t hard enough, the green and red wires might be a completely different color like yellow and black. Sometimes a house might be wired with Cat5 cable. You ll be able to tell due to how the wiring is setup in the NID when the service began. Make sure that you understand the setup of the wiring and how it effect all of the phones in the house before you start cutting wires. +SOFTWARE SETUP The software setup might vary slightly based on the service provider. If VoIP hardware is sold in the store ESC will capture the info that is necessary to start the setup process, including the capture of the client s Credit Card. This is all automatically transferred to the proper VoIP service provider. If the hardware is not sold in the store you need to sit down with the client and their credit card and visit the service providers website. The client will need to choose the level of service they wish to have, enter in their hardware ID (similar to a MAC address), and agree to the service providers terms and conditions. NOTE: If the client signs up while you are in the home it will take a few days for their phone number to fully port, please make your customer aware of this. +VERIFY THAT IT ALL WORKS After the installation is complete, test your work. Verify the VoIP service is active by calling your cell phone and placing a call from your cell phone to the client s VoIP number. Visit all the same phone jacks that you did when you arrived and make sure that you can still get a dial tone in all areas of the house. +EXPECT FOLLOW-UP When you complete a VoIP in-home wiring service call you will get a message asking a few questions on how it went. This message is meant to help the entire company, please take a few moments to get this information filled out and sent in.

10 SERVICE SOLUTION: VOICE OVER INTERNET PROTOCOL (VoIP) ESTIMATED SERVICE TIME ( h: mm) 1:00 SERVICE SOP: Installation and verification of VoIP system Disconnect of the phone service at the network interface device (NID) SKU: SOLUTION BENEFITS: The client can benefit from all of the advanced services that a VoIP system has to offer, discounted long distance and international rates, voic features, and all other features they are accustomed to with their conventional analog phone service. CARE+: CONTACT ASK RECOMMEND ENCOURAGE Hello, welcome to the Geek Squad. I m Agent (your name here) what can I do for you today? Have you ever wanted free long distance service to anywhere in the United States and Canada? Have you ever been surprised to see your phone bill? Are you tired of having only one choice for your phone service? You can enjoy all the features you are accustomed to today and gain some more benefits not available to you before. Never pay for long distance phone calls in the US or Canada and manage your service from anywhere you have an internet connection. Attempting to setup this service by yourself could result in improper wiring that could cause total connection loss and permanent damage to your VoIP equipment. COMPLETE SOLUTION: Anti-Spyware Installation Anti-Virus Installation OTHER RESOURCES AND INFORMATION: The client needs to have the following to qualify for in-home service: DSL/Cable Live dial-tone Active VoIP service No security system A physically accessible NID A house newer than 1990 If DSL, a separate run of phone cable needs to have been run into the client s home.

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12 ACTIVITY Objective During this activity you will get the chance to take a look at some of the equipment that you might encounter during an in-home wiring job. This is your grand chance to ask questions before you are sent out into the field to take those first steps. Step through some of the scenarios that you will encounter in the field and ask yourself if you could solve any issues that may arise. WHAT WAS LEARNED Take 15 minutes for the group of Agents to discuss any further questions that came out of the activity ADDITIONAL RESOURCES Vonage installer help 1-(877) option 1. AT&T quick start guides on ETK Vonage quick start guides on ETK AT&T and Vonage s websites