1 Business Voice over IP Customer Care and Support Guide for Migrating Customers
2 Page 1 Contents Contents... 1 Welcome to TELUS Business Voice over IP... 2 A note about customer satisfaction... 2 BVoIP contact summary... 3 FAQ / How-to... 3 Billing inquiries... 3 Service Requests... 3 Technical support... 3 Move/Add/Change/Service der... 4 Definitions... 4 Technical Support... 5 Service objectives... 5 Customer Self Help Troubleshooting... 5 IP-Phone Troubleshooting... 5 Speaker Phone Troubleshooting... 5 Additional Information... 5 Reporting an incident... 6 ON, AB, BC: QC: Option Obtaining updates on your incident... 6 Additional information... 6
3 Page 2 Welcome to TELUS Business Voice over IP TELUS understands how important communications technologies are to your business. To help ensure the best possible experience with TELUS BVoIP, we have consolidated details of your interfaces with TELUS for customer care and support in this document. For BVoIP services, all that is required to open a ticket with our technical support team is your BVoIP phone number. If your organization has data, wireless, or other services with TELUS, having these details on hand when you call or technical support is also helpful. If you do not have these details, please contact your administrator or your TELUS representative to obtain them. A note about customer satisfaction TELUS wants every contact you have with our company to result in your satisfaction. This guide is part of that effort. We welcome any suggestions with regards to how to serve you better.
4 Page 3 BVoIP contact summary Ontario Québec FAQ / How-to Phone user guides Features user guide PC Client IP Console Refer to online documentation including feature and phone user guides, available at Refer to online documentation including feature and phone user guides, available at Billing inquiries All billing inquiries Send to Call select option for account inquiries Use der Form on (username & password needed) Call Option 1 Service Requests (MAC) Moves, Adds and Changes der a new line Registering a new phone Add/remove Voic and features Change to name display der new phone Hours of operations: 8:00 AM to 5:00 PM Eastern M-F Submit completed MAC Template at to Call Hours of operations: 8:00 AM to 5:00 PM Eastern M-F Use der Form on (username & password needed) Call Option 1 Technical support Hours of Operation: 24x7x365 Phone not registering Call completion troubles Call quality troubles Voice mail password reset Defective Hardware Please insure that you have Data Connectivity / access before reporting a BVoiP incident Call Required information: Phone No. : (affected phone number) Trouble description: Last known to work? (date / time) Reported by : (name/contact tel no. Alternate contact : name/contact no. Additional information? Call Option 2 Required information: Phone No. : (affected phone number) Trouble description: Last known to work? (date / time) Reported by : (name/contact tel no. Alternate contact : name/contact no. Additional information?
5 Page 4 Move/Add/Change/Service der Definitions Moves, Adds, Changes (MAC) is defined as a physical or logical move, add or change as it pertains to provisioning activities for Voice Services and Customer Premise Equipment. TELUS shall complete requested MAC activities upon the receipt of an order within the pre-defined service intervals. Remote MAC is defined as any activity that can be completed remotely and does not require an on-site visit or physical interaction. Normally these changes will be completed remotely via software commands or internal TELUS processes. The following are examples of a Remote MAC: Name change on voice mail or phone display Add/delete/modify of a mailbox Password reset Set feature software changes Add/delete/modify of account codes ACD-Basic changes to existing queues Requests for new Telephone # activations Basic auto attendant changes Request Lean End User Portal delete /Add Personal Communication Client Add/remove IP Console On-Site MAC is defined as any activity that requires a site visit or physical interaction = this would mean a phone call with the MAC/CARE team. Normally, these activities will involve physical installation, configuration, movement of hardware, or system design. Time and Material charges will be applied for these types of requests The following are examples of an On-Site MAC: Installation of new sets / replacement set On-site training
6 Page 5 Technical Support Service objectives We aspire to address your requests within 24 hours for incidents involving the loss of service for one or more users and within 48 hours for incidents in which service is still available. In many cases, standard repair requests are addressed within a shorter window. Bear in mind that, because BVoIP is a Voice over IP service, your IP connectivity must be fully functional to receive the full spectrum of BVoIP services. As such, site-wide outages caused by networking issues would be resolved along the timelines in force for your data networking services. TELUS IP-Networks services, for example, guarantee 99.97% uptime. TELUS BVoIP core infrastructure, that is the call processing elements in our core network, are maintained at % availability, ensuring that calls are processed according to your routing, voic or forwarding settings regardless of the state of your site, network access, or individual telephone. Depending on what services you have with TELUS, some support activities related to non-telus managed solution components, such as on-site troubleshooting of a customer LAN issue, may be chargeable. Your technician will advise you of the possibility of charges before you commit to any chargeable or potentially chargeable services. Customer Self Help Troubleshooting The first step if you are having trouble with your BVoIP phone service is to validate that the issue is not local to your telephone or network. To help you track possible sources of trouble, we suggest the following: IP-Phone Troubleshooting Check that network cable is securely plugged into the correct jack on the phone and in the wall Ensure that the telephone has power, either from an adaptor or in-line (Power over Ethernet) Ensure that, if a PC is attached to the phone, the PC is securely connected to the correct jack Can the user use their PC to access the network? If not, the local-area network may be down Can the user access the internet? If not, internet or wide-area network may be down Ensure that you are dialing 9 before calls to users outside your local dial plan Speaker Phone Troubleshooting Q1: Can t hear caller on the speaker? A1: Try increasing the speaker volume. Q2: Callers can t hear you when you use the speakerphone? A2: Make sure that the microphone is not blocked and that you are close enough and facing the device Q3: The caller s voice echoes? A3: Try decreasing the speaker volume. Additional Information Detailed information about BVoIP service can be found at:
7 Page 6 Reporting an incident ON, AB, BC: QC: Option 2 Please state your 10 digit BVoIP phone number or existing ticket number when contacting technical support When you contact technical support, TELUS will assign a unique ticket number. You can use the ticket number to track the trouble/request. When calling TELUS for updates on existing troubles or requests please have the ticket number handy. Please be ready to provide the following details about the issue: Phone No. : (affected phone number) o End user Contact information (name/contact tel no./ ) o Alternate contact (name/contact no.) Trouble description o What specific functionality is affected? o What are the symptoms? o Did this ever work before? If so, when did it stop? o What troubleshooting was performed? What was the outcome? Obtaining updates on your incident You may request a status update on your ticket via telephone. When doing so, contact us with the following information: Your name Your BVoIP telephone number The assigned ticket number A phone number where you can be reached The Repair ticket is not closed until we have verified resolution with the customer. Call submitted to TELUS technical support that necessitate action by our staff enter a computerized logging and tracking system based on tickets. As the various TELUS support groups work to resolve a problem, the current status of the issue is maintained and updated in the system. This enables TELUS to provide up-todate information to you. Additional information You may find additional information at the following address:
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