Your Technical Point of Contact s Role

Transcription

1 3 Your Technical Point of Contact s Role The TPOC will be the overall central point of contact for all issues related to AT&T Managed Internet Service with VoIP (MIS with VoIP) at your company. At a minimum, the TPOC should be: PC literate, with proficiency in Windows, MS-DOS, and (if applicable) Macintosh. Knowledgeable in LAN administration. Familiar with your company's network and network based applications. Familiar with data communications, protocols and equipment. TPOC responsibilities are described below: TPOC acts as your company's primary interface to Customer Care. TPOC supports all of your company's hardware on your side of the service demarcation. This includes providing and configuring all company-controlled equipment during service installation. During the service provisioning phase, the TPOC: Provides your company requirements for service during order preparation. Supplies existing network information to Customer Care. Prepares equipment site. This includes providing a POTs line for out-of-band testing. Reviews and approves anticipated implementation schedule dates. Coordinates premise availability for install date. Renumbers company network if required. Reviews Implementation Planner (this document). Helps to facilitate Test and Turn Up by having LAN Administrator present, as well as any 3rd party suppliers. Reports network-related problems to Customer Care. Requests all account modifications. Page1

2 Your Voice Point of Contact s Role (Applies to Standard PBX and IP PBX unless otherwise noted) The VPOC will be the point of contact for all voice issues related to AT&T Managed Internet Service with VoIP (MIS with VoIP) at your company. Where multiple sites are involved, there may be multiple VPOCS assigned as appropriate. It is also possible that this role may be filled by the TPOC described above if the latter is in a position to fill both roles. At a minimum, the VPOC should be: Knowledgeable in the area of voice communications, services and equipment. Familiar with the voice equipment and services at each assigned location. Familiar with your company's communications network. VPOC responsibilities are described below: For each assigned location, serve as the single point of contact for VoIP matters, including: Calls to AT&T Customer Care about voice issues Life Cycle maintenance contact for GCSC Participate in technical interview Escort site survey technician Escort LEC technician during T1 installation Receive equipment shipped by AT&T Perform acceptance testing that will include placing test telephone and fax calls to on-net VoIP sites and to off-net numbers to test call quality and performance Space and power for the dedicated router and other premises equipment. An interface to the customer s internal network. At least one computer with TCP/IP support. A dedicated POTS line for the out-of-band diagnostic modem. Properly set-up Dialing Plan configuration in PBX for IP Voice calling, hairpinning calls to existing PSTN circuits, busy out conditions and VoIP access code. If private dial plan is used: it must be 7 digits, first digit must be 2 through 9 For Standard PBX only: T1 voice board for the customer s PBX. Customer s PBX must have a spare slot for the T1 board and customer must provide and install the T1 board for the PBX that can be used to connect to the premises router. Page 2

3 The customer is responsible for providing the cabling from the PBX T1 voice board to the premises router T1 voice board. The following interface between the PBX and Voice over IP premise router is required: T1 channel associated signaling (i.e. robbed bit) or 5ESS PRI, No Non facility associated signaling (NFAS); that is, each T1 has a dedicated D channel. Wink start signaling B8ZS line code ESF framing PBX supplies the clock Pinout for T1 cable (must be supplied by customer): CSU on PBX Card? Pin 1 Pin 2 Pin 4 Pin 5 No In, RX tip In, RX ring Out, TX tip Out, TX ring Yes In, TX tip Crossover In, TX ring Crossover Out, RX tip Crossover Out, RX ring Crossover RJ45 Modular Connector Circuit switched interface between user s phone and PBX (i.e., not an IP PBX) VoIP router must be within 300 feet of PBX For IP PBX only: You must use Cisco Call Manager software version 3.2.2c or later, up to but not including 3.3. You need to have a DSP resource for transcoding when using conference calling. This is required to convert from G.729A codec to G.711. If private addresses are used, AT&T will provide NAT via the Managed Router. You will provide management and maintenance of the LAN and telephone equipment. Cooperative Testing An AT&T Management Center will conduct cooperative testing of the customer s site to ensure that the customer s on-site router/gateway can successfully communicate using AT&T MIS with VoIP to on net and off net sites. The cooperative test verifies the proper operation of the on-site equipment, the local access facility, the access infrastructure, and server platform connectivity. AT&T Managed Internet Service turns up the service for billing after AT&T has completed their processes for service provisioning, regardless of a customer s state of readiness. These provisioning processes include: 1) Local access circuit ordering, 2) IOC provisioning to backbone node, 3) Backbone router provisioning, 4) DNS and option provisioning, (if required), 5) Testing of end-to-end connectivity into the Internet. Page 3

4 The Role of Customer Care Customer Care will provide full support to your TPOC within the defined Service Demarcation outlined below: Network Support Customer Care will provide support for hardware and logical support within the AT&T Managed Internet Service, up to and including the LAN interface on the router at your site (See Figure 1). Network support functions that will be covered by Customer Care are listed below: Sectionalize and resolve network problems including: Access Routers within AT&T Managed Internet Service AT&T Managed Internet Service components involving network such as Usage Reports and Network Newsfeeds Troubleshoot logical problems such as Router configuration and ACLs within AT&T Managed Internet Service Isolate network performance related issues such as throughput of access routers within AT&T Managed Internet Service Sectionalize and resolve your premises problems including your premises router, CSU/DSU, modem, and cables Troubleshoot logical problems such as your premises router configuration Isolate performance related issues such as throughput of your premises router Page 4

5 Service Demarcation AT&T Owned And Managed Router LAN 1 PBX LAN Local Channel AT&T AT&T Interfaces CSU/DSU POP LAN 2 Smart Jack Customer Premises m o d e m Analog Line AT&T Customer Care Support Responsibility Your Company TPOC Support Responsibility Figure 1. Service Demarcation Note that the analog telephone (POTS) line for out-of-band testing is your responsibility. No premise equipment beyond the LAN interface on the router will be supported. PBX equipment and cabling between PBX and router are the responsibility of the customer. Additional Support Responsibilities Other Customer Care responsibilities include: Providing proactive outage notification if a Service component unique to your company has failed (e.g. your access circuit). In such a case AT&T Dedicated IP Services Customer Care will call you. Note that end users will not be individually notified. Providing outage notification if a global Service component has failed (i.e., impacting multiple customers). In such a case notification will be available on the web: (you must use your Interactive ID and password) and through recorded announcements by dialing Answering questions regarding your AT&T Managed Internet Service invoice by calling (prompt 2). Customer Care will refer the following issues TO YOU for your solution: Page 5

6 Performance issues isolated to the size of your AT&T Managed Internet Service dedicated connection Trouble issues outside the demarcation boundaries as described above The following types of issues will not be supported by Customer Care General questions on Internet or Intranet access that do not pertain to AT&T Managed Internet Service General browser related questions (how to use/features of, client, newsgroups, plugins, etc.) Use of other Internet related software (web authoring tools, FTP, gopher, chat, etc.) Customer specific application problems Contacting Customer Care You can contact Customer Care conveniently by utilizing the following resources: Web Site: This site can be accessed 24 hours a day, 7 days per week. You must use your Interactive Advantage ID and password. The Customer Care web site includes information such as service overviews, technical support information, AT&T network information, and information about your bill. Call Customer Care: During the implementation phase contact your Provisioning Technical Engineer directly at the number they provided or call (prompt 1,4) Once your service has been completely provisioned, you will be provided with information on how to contact Customer Care Maintenance should you have any problems. Network Management and Maintenance Network Management and Maintenance of your AT&T MIS with VoIP locations will be provided through the AT&T Global Client Service Center. The architecture used for network management consists of the following components: Data collection and network management systems These systems shall connect to voice routers over IP using IP Sec to create an encrypted VPN tunnel. This management will require running the following protocols over the VPN tunnel: SNMP, telnet, tftp, ping and syslog. These systems shall be used to: Collect call history data to provide input to the call history web site Page 6

7 Collect network management data to manage the routers Remotely configure the routers through the encrypted tunnel Remote configuration backup As backup, a password protected modem will be used. A dial up connection (e.g. PC with terminal emulation) shall be used to remotely dial into the voice routers (via the PSTN) to perform remote configuration. Your routers will be monitored using inband SNMP over the Internet. There will be a scheduled maintenance window the first and third Wednesday of every month from 9pm to midnight Eastern Time. Service may be down during this period. Maintenance may include remote booting of customer premise routers. You will need to provide a point of contact to AT&T for unscheduled maintenance. This contact will be notified in the event that unscheduled remote maintenance is required at a particular customer site. AT&T MIS with VoIP Customer Website The MIS with VoIP web site provides the following capabilities. Call Detail - Customer may view records of calls their organization has made in HTML format. Call Detail Download - Customer may download records of calls their organization has made in Microsoft Excel format. Call Summary - Customers may view call and minute totals for an arbitrary date range. Monthly Call Summary - Customer may view call, minute and usage charge totals corresponding to their MIS bill. Customer may also view the monthly voice channel charge for their gateway. Customer Information - Customer may view AT&T's contact information for their organization. Gateway Information - Customer may view the name and IP address of each of their organization's VoIP routers/gateways. If you are a customer administrator, you may perform the following additional functions. Change contact information on the customer and gateway information screens. Change the dialed number ranges (defined as the NXX plus PBX extension that starts and ends the range) that terminate on your PBX and the extension prefix (if any) required by your PBX in front of the PBX extension. Add new users - You may add Voice over MIS web site users for your company. You may make the user an administrator or a "read only" user. Page 7

8 Modify existing users - You may change an existing user from "read only" to administrator. You may also change a user from "active" to "suspended". Credit download - You may download a list of credits for your account. This website also provides information concerning: MIS with VoIP international Rates Frequently asked questions For IP PBX only: On a T3, the Voice channels that can be provisioned are from 4 to 360. On a T1.5, the Voice channels that can be provisioned are from 4 to 96. Page 8