All Rights Reserved. March 2012

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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/Net2Phone is strictly forbidden. March 2012 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/Net2Phone. This manual is furnished for informational use only and IDT/Net2Phone assumes no responsibility or liability for any errors or inaccuracies that may appear herein.

3 Table of Contents Overview... 1 What s in this Guide?... 1 Before You Get Started... 1 Browser Requirements... 1 Credit Cards... 1 WinZip... 1 Portal Overview... 2 Toolbar Main Menu... 2 Dashboard Page... 2 Profile Page... 3 Settings Page... 4 Rates Page... 5 Reports Page... 5 Payments Page... 6 Support Page... 7 FAQ Page... 7 Logging into the Portal... 8 Retrieving Your Username... 8 Retrieving Your Password... 9 Viewing and Modifying Your Profile Settings 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 Monthly Statements Viewing CDR Reports Working with the Payments Page Viewing Payment History Making a One-Time Payment Adding Credit Cards Managing the Low Balance Threshold Managing the Auto Recharge Settings Printing a Payment Receipt Managing Trouble Tickets Viewing Trouble Tickets Entering Trouble Tickets Adding Notes and Attaching Files Closing Tickets Page i

4 Frequently Asked Questions General...40 IP Addresses and Switches...41 Payments...42 Rates...43 Trouble Tickets and Support...44 Reporting...44 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 Prepaid Wholesale 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. Understand Dashboard display. How to view and change your personal profile settings. Use the Settings page to add, modify or delete IP addresses. Understand how to change the service routing divisions on your account. Use the Rate page to view current rates and sort and filter the display based on several options. Use the Reports page to view daily (for the last 7 days) CDR reports and monthly (for the past 3 months) CDR reports. Use the Payments page to make payments using a credit card or wire payment, view payment history and turn on/off the balance threshold settings. Enter trouble tickets and view ticket history using the Support page. Get answers to questions using the FAQ page. This section provides you with important information before you start working with IDT Prepaid Wholesale product. Following the guidelines in this section will save you time spent trying to troubleshoot different issues. Browser Requirements Credit Cards WinZip The following browsers are supported: IE 7, 8 and 9 Firefox or higher Chrome When adding a new credit card to the portal, be sure to upload the front and back side of your signed credit card to the portal on the Add New Credit Card page. If uploading the credit card isn t possible then fax a copy of front and back to Failure to complete this step can result in long payment processing delays. Subsequent transactions using the same card do not require this step to be repeated. Since the CDR reports zipped due to their size, you must have a version of WinZip on your computer to decompress the file and open it in Excel. If you don t have WinZip you can download it from the WinZip website. Page 1

6 Portal Overview For those of you 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 Dashboard Page The toolbar main menu remains constant at the top of each 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. The toolbar main menu allows you to navigate quickly through the pages. Each of the associated pages are described in the following sections. The Dashboard page allows you to view: Account summary information. A graphic view of the top 5 destinations and minutes over the past 7 days. A break down 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 Profile Page The profile page displays: Contact information of your company name, , address and phone numbers. Login/Password information. Note that you can change your password from this page. See the Viewing and Modifying Your Profile Settings section for more details and procedures. IDT Sales Person and Account Manager contact information. Page 3

8 Settings Page From this page you can: Add, modify and delete IP addresses. Don t forget, you must have at least one IP address defined in the system. Change the default divisions for each address. Note that division definitions are provided on the Rates page checking the rates page before defining your IP address division is recommended. Because it s important to accurately define addresses, the page also contains technical information that you must follow when adding an address. Refer to the Adding, Modifying and Deleting IP Addresses (and Changing the Division Classification) section for procedures and detailed information. Page 4

9 Rates Page Reports Page The Rates page not only provides you with helpful division information and dialing prefix rules but also provides you with a current view of country rates. Details on how to sort the view and filter the display are described in the Sorting and Filtering Rates Display section. The Reports page provides you with a way to display daily CDRs (for the last 7 days only) or a monthly view (for the last 3 months only). Reports must be saved to your computer and unzipped see Viewing CDR Reports for information on how to save and open the report files. Page 5

10 Payments Page From the Payments page you can: Add up to 3 credit cards. Make a payment using a credit card or through a wire transfer. The wire transfer links provide you with information you need to wire funds to your account you cannot directly wire funds from this page. Set up and modify Auto Recharge. Use the Threshold feature to turn notification on or off as well as setting the threshold dollar amount. Get instructions on how to make a wire transfer or Western Union payment. View payment history and print payment receipts. See the Working with the Payments Page section for important notes, information and procedures. Page 6

11 Support Page FAQ Page Use the Support page to view ticket history and to create a new trouble ticket. See the Viewing and Entering Trouble Tickets section for procedures on how to create a new ticket. Although there is an FAQ section at the end of this document, you should use this page for the most up-to-date information. Be sure to reference this page prior to entering a ticket or reporting trouble to your Account Manager. Page 7

12 Logging into the Portal Open your web browser and enter the URL: to display the login screen. When prompted, enter your username and password in the appropriate text boxes 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. 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. Enter your address registered in the portal and click Retrieve. Your username information will be sent via to the registered address. Page 8

13 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 Reset button to display the Password Reset Sent screen. 3. Click the OK button. The portal sends you an with a link to confirm the password reset. Page 9

14 4. Click on the link to continue with the password reset request and to display the login page. 5. 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 10

15 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. Modify your contact ( , name, addresses and/or phone numbers) as desired. Then click the Save button. OR 3. Change your password by entering the appropriate text in the provided fields and then clicking the Change Password button. OR 4. Click the trouble ticketing system link to access the trouble ticket page. Page 11

16 Adding, Modifying and Deleting IP Addresses (and Changing the Default Division Setting) The following subsections provide you with the information you need to add, modify or delete IP switches from your account. Also found are procedures on how to change a division classification. The 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 switches and division classes take up to 1 hour to process in the back end system. 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 IP switches as well as to change a division classification: 5. Click the Settings icon ( ) to display the Account Setting page. Make sure to read the Important Technical Information text to avoid possible routing problems. Page 12

17 6. Click on the Add button in the Manage Switches frame to display the IP Address text box. 7. Enter the IP address in the text box and click the Update button to save the added IP address. 8. Click on the Save button to update the system in the back end. 9. Repeat steps 3 and 4 to add additional IP addresses. Important! Additions, changes and deletions of IP switches and division classes take up to 1 hour to process in the back end system. Be sure to wait the allotted time before routing any calls through the newly added/changed/deleted IP switches and Division changes. Modifying IP Addresses If you fail to click the Save Changes icon in step 4 your addition will not be saved. If you need to change an existing IP address for reasons like backend routing, etc. you must change your IP address in the Portal. To change an IP Address: 1. Click the Settings icon ( ) in the toolbar main menu to display the Account Settings page. If you are already on the settings page, go directly to step Click Edit button next to the IP address that you wish to change to display the IP address text box. Page 13

18 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 switches and division classes take up to 1 hour to process in the back end system. Be sure to wait the allotted time before routing any calls through the newly added/changed/deleted IP switches and Division changes. Deleting IP Addresses Important!!! You must have at least one IP address defined in Aggregator 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. 1. Click the Settings icon ( ) in the toolbar main menu to display the Account Settings page. If you are already on the settings page, go directly to step Click the Delete button next to the IP address you wish to delete. 3. Click the Save button to save the deletion in the back end. Page 14

19 4. 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. Important! Additions, changes and deletions of IP switches and division classes take approximately 30 minutes to process in Aggregator s back end. Be sure to wait the allotted time before routing any calls through the newly added/changed/deleted IP switches and Division changes. Modifying Your Default Division Setting The default division is the routing division that gets used should you not be able to do prefix routing and where (in most cases) a prefix was not properly passed. You can change the default division of your account at any time. Click on the Rates icon in the toolbar to review division definitions. To modify the division on your account: 1. Click the Settings icon ( ) in the toolbar main menu to display the Account Settings page. Page 15

20 2. Select the appropriate division radio button and click the Update button. The following table provides a mapping of the dial prefix codes to the division: Division Name Dial Prefix Platinum Gold Silver Bronze Important! Additions, changes and deletions of IP switches and division classes take up to 1 hour to process in the back end system. Be sure to wait the allotted time before routing any calls through the newly added/changed/deleted IP switches and Division changes. Page 16

21 Sorting and Filtering Rates Display If you re offering international calling plans for multiple countries then it s likely the Rates page display becomes cumbersome to page through to find the rates you re looking to view. The following sections provide you with procedures on how to Sort the display as well as how to filter out the rates you don t want to see. Sorting the Rates Display You may 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 ( rates page. ) in the toolbar main menu to display the Page 17

22 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 ( ) in the toolbar main menu to display the rates page. 2. Type in the Location or Code for which you wish to filter. Page 18

23 3. Press the Enter key to finish filtering the display. Page 19

24 4. Turn filtering off by clicking on the Reload icon at the bottom left of the rates display. Page 20

25 Working with the Reports Page The Reports page provides you with two report types Call Detail Record (CDR) reports and monthly billing statements. Important! Make sure you have Acrobat Reader installed. Viewing Monthly Statements To view a monthly statement: 1. Click the Reports icon ( ) in the toolbar main menu to display the reports page. 2. Click on the statement link you wish to view. Page 21

26 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 ( ) in the toolbar main 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. 4. Go to the location where you saved the zip file. Page 22

27 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 23

28 Working with the Payments Page Important! If you didn t complete the credit card procedures in the Before You Get Started section, you must: Make sure you have uploaded or faxed the front and back of your signed credit card and a copy of your most recent statement. The fax number to use is Completing this step ensures that credit card payments will process smoothly. Helpful Hint When faxing or scanning: Viewing Payment History When photocopying your documents, be sure to enlarge by approximately 200%, and lighten by 2 shades, to ensure that when faxed, it transmits clearly. We also recommend placing the document on white background when copying (or scanning) to reduce glare. Along with your fax documents we also ask that you include your full name and that of your company s. Please include your escrow account found on the portal s main page. 1. Click the Payments icon ( ) in the toolbar main menu to display the Payments page. Page 24

29 2. Scroll to the bottom of the Payments page to view your payment history. Important! If a failed payment transaction displays with a status of Bank Decline then the transaction is not a denial by IDT but is a bank-triggered event; therefore, you need to contact the bank. Making a One-Time Payment You can make a payment one of three ways using a credit card, making a bank wire transfer or making a payment via a Western Union Quick Pay transaction. Instructions for making a wire transfer may be displayed 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. This section covers only the procedures for making a one-time payment using your credit card. 1. Click the Payments icon ( ) in the toolbar main menu to display the Payments page. 2. Click the Make a One Time Payment button in the Credit Card Payments frame to display the Make a One Time Payment page. 3. Complete the form making sure to include the secure 3 or 4-digit code on your card. Page 25

30 4. Click the Make a One Time Payment button to process your payment. The system validates your card and records the charge in the Payment History frame. Page 26

31 Adding Credit Cards You may have up to 3 credit cards on file. If you need to add a new card but already have 3 cards on record then you must delete one of the other cards to make room for the new card. Important! Your billing address is maintained on your Customer Profile page the address on the Profile page must match ALL of the credit cards on file. Different addresses per card are not supported at this time. 1. Click the Payments icon ( ) in the toolbar main menu to display the Payments page. Page 27

32 2. Click the Add New Card button in the Manage Credit Cards frame to display the Add New Credit Card page. 3. Complete the required credit card information and click the Add Credit Card button when done. The system records your newly added credit card. Managing the Low Balance Threshold 1. Click the Payments icon ( ) in the toolbar main menu to display the Payments page. Page 28

33 2. Click the Change button in the Low Balance Notifications frame to display the Low Balance settings. 3. Turn notification On or Off and set the low threshold amount (if desired). 4. Click the Save button to save the threshold setting changes. Page 29

34 Managing the Auto Recharge Settings The Auto Recharge setting is a convenient way for you to automatically have a designated credit card charged when your account level reaches a threshold defined by you. It enables you to continue to process calls without worrying about your credit balance. To manage Auto Recharge: 1. Click the Payments icon ( ) in the toolbar main menu to display the Payments page. Page 30

35 2. Click the Manage Auto-Recharge button in the Credit Card Payments frame to display the Auto-Recharge settings. 3. Click the On or Off button to turn the feature on or off. You must have the feature turned on to manage the feature. 4. Select the validated credit card, the amount to be charged and the threshold amount. Note that there is a $100 minimum charge amount and a $25 minimum threshold amount. Page 31

36 5. Click the Save Auto-Recharge Settings button when done. The system displays the new settings. Page 32

37 Printing a Payment Receipt You can print payment receipts at any time by clicking the desired Payment Receipt link in the Payment History frame. Page 33

38 Click the Print this page button when receipt displays. Page 34

39 Managing Trouble Tickets The Support page enables you to view existing trouble tickets, open new and close existing tickets. You receive an notification whenever a ticket is opened, closed, escalated or moved to another group. Viewing Trouble Tickets Note that in this release of Aggregator you can not click on an individual ticket to view a more detailed description only the ticket number and status is displayed. To view a list of your trouble tickets: Click the Support icon ( Support page. ) in the toolbar main menu to display the Entering Trouble Tickets Before entering your trouble ticket, you may want to do some initial troubleshooting to help speed up the resolution. If you choose to do some of your own troubleshooting prior to contacting IDT, make sure you write down the troubleshooting steps you took and any related results. Enter that information into the trouble ticket. To enter a trouble ticket: 1. Click on the Support icon ( ) in the toolbar main menu to display the Support page. Page 35

40 2. Click the Create new Support 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 Pricing Technical Portal Website Example Could not update credit card information, could not process a payment, etc. Rates appear to be incorrect, billing/pricing discrepancies, etc. Need to increase your capacity, call quality issues, turn up support request, etc. Can t log into account, incorrect profile information, etc. The following example displays the form that prompts for technical/call quality information. Page 36

41 4. Complete the required information. 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 any log file information if appropriate. Detailed information helps to resolve your issue quickly. 5. Click the Create button to create your ticket. The system updates the Support History with your newly created ticket. Adding Notes and Attaching Files You can add supporting notes to a ticket such as a reason why you are closing a ticket or explaining a file attachment. 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, you must add a note. To add notes and attach files: 1. Click on the Support icon ( ) in the toolbar main menu to display the Support page. 2. Click on the ticket for which you want to add a note or attach a file. The ticket summary displays. Page 37

42 3. Click the Add New Note button to expand the form. 4. Enter the notes. Click the Attach a file link if you want to upload a supporting file. 5. Click the Add Note when finished. The system adds your notes and uploads any attached supporting documents to the ticket. Page 38

43 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. The system prompts you to confirm that you want to close the ticket when you close the ticket from the Support or Ticket Summary page. Page 39

44 Frequently Asked Questions General Which Internet browsers are supported? The following browsers are supported: IE 7, 8 and 9 Firefox or higher Chrome 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 us and your company. 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? See the Viewing and Modifying Your Profile Settings section of this document. What do I do if I forgot my user login or password? See the Logging into the Portal section of this document. What do I do if my user login and/or password does not work? Contact your Account Manager or sales person to rectify the problem. The contact information is available to you via the Profile page. Can I get additional login IDs? At this time we only provide one login per account. Note: To protect yourself and your business, limit the number of employees having access to this information. A future release will allow for multiple logins per customer. 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 Page 40

45 Stable QoS expectations Aggressive market based pricing Bronze Extremely price sensitive customers Best available price Can I use all four divisions with one account? Yes you can route to any division for which you have a price on a call-by-call basis. If you prefer not to (or can not prefix), you may choose a default division on the settings page for which all of your calls will route. 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: Do you provide a reseller program? Contact your Account Manager or Sales person to find out more on our reseller program. IP Addresses and Switches How do I add a new IP address? To add a new IP address (switch), click on Settings in the menu bar. In the Manage Switches field, enter the IP address and click Add. 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 Remove Switch button. Can I use an IP address that is shared? IP addresses may not be shared. What CODECs are supported? G.711A G711U G.729A G729AB G.723 Do you support H323? Not at this time but check back soon as we plan to offer support for H323 in the near future. Page 41

46 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 channels, open a Call Capacity Change Request ticket via the Support page. All capacity increase requests will be analyzed for approval. 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? We accept Western Union Quick Pay Payments, bank wire transfers and credit cards. Which credit cards do you accept? We accept Master Card, Visa, Discover, and American Express. Can I pay by Moneygram or PayPal? We do not accept Moneygram or PayPal 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 it is coming from and how many banks it goes through. For most cases, it takes from 2 to 5 days. How long does it take for a credit card payment to be processed and credited to my account? The first transaction via a credit card can take from 1 to 2 business days to be verified and funds applied. Subsequent purchases using the same credit card will be processed within minutes. What do I need to provide for my credit card to be verified? In order for a credit card to be added to the system, you must either upload the front and signed back of your card (using the Add Credit Card page) or fax the front and signed back of your credit card along with a copy of your most recent credit card statement. This is required for the first credit card transaction if you change the credit card on file you will need to repeat this process again. What is the fax number I should use to fax the front/back and statement of my credit card? (this is a US fax number) Page 42

47 Is there a fee for bank wires? Yes, both the sending and receiving banks charge a fee for each wire made. The fee varies depending on the amount sent and the banks policies. It is important to note that these are fees charged and collected by the bank for which we do not have any control. Please check with the bank prior to sending your wire to see what the exact fees will be for you transaction. What currencies do you support? All rates and transaction are in USD only Do I receive an invoice? We do not issue invoices since this service is completely prepaid. However, we do offer printable receipts for each successful payment made and for monthly summary statements. Receipts and summary statements may be printed using the Payments page. Do you inform me when my balance is running low? We offer an option to send low balance notification alerts when your account falls 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). How can I change the address for my balance threshold notification? Balance threshold notifications go to the address(es) on file in your account profile page. Rates How do I view my rates? Rates may be viewed 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 USD only. How often are rates updated? Regular mass rate updates happen every Wednesday at approximately 12:01am Eastern Standard Time. Individual rate changes may take place outside of this schedule based on negotiations and or market changes. Will I be notified before a rate update takes place? For the regular weekly update, a notice will be sent out on the Monday 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 IDT designated sales person or Account Manager. Page 43

48 What do I do if a rate in my portal is wrong? Contact your Account Manager. Trouble Tickets and Support How do I open a trouble ticket? See the Viewing and Entering Trouble Tickets section of this document. How can I find the status of and view an existing trouble ticket? See the Viewing and Entering Trouble Tickets section of this document. 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). 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. Contact your Account Manager with any suggestions and we will evaluate and see if we can add them to a future release. Page 44