Fax to v2.0. Service Description

Transcription

1 Fax to v2.0 Service Description

2 Contents Introduction and Purpose... 3 What is the Fax to service... 3 Service Components... 3 Fax Number... 4 Porting Numbers... 4 Online Portal Address... 4 Fax to with other Gamma Products... 4 Establishment Process... 5 Features and Services... 5 System Hierarchy... 5 Administrator Portal... 5 Administrator End User Portal... 5 User End User... 6 Management of Fax numbers and associated addresses... 6 Establishing Departments... 7 Viewing your fax inbox... 8 Rejecting anonymous faxes... 9 Changing passwords... 9 Service Considerations and Limitations Provisioning Adding further orders Ceasing Support Expectations of Channel Partners Support desk hours and Service Levels st Line Diagnostics Invoicing and Billing Fixed Fee files Call Data Invoicing Billing queries

3 Introduction and Purpose This document describes Gamma s Fax to service, its features, how it is delivered, provisioned, billed and supported What is the Fax to service Fax to is a service provided to our Channel partners that takes a fax sent from a fax machine to a designated number, and converts the message into a PDF file and s it to a designated address. Through using this service end users can instantly reduce costs associated with equipment, and ongoing maintenance and line connections, as well as having direct access to a secure online portal to manage the forwarding and to store and view faxes in a single secure place. The Fax to service is supplied with a choice of either 01,02,03, 0844 (5ppm), or 0871 (10ppm) numbers, all at a fixed monthly rental including all calls, allowing the end user complete peace of mind around monthly costs for this service. Please note that our Fax to service has been designed and fully tested with v1 and v2 industry fax protocols, however is not fully signed off with v3. In some test cases we have seen issues in converting faxes sent by newer machines using v3. Service Components The Fax to service is delivered through a dedicated online Portal, allowing for either a standalone service offering, or combination with other Gamma services e.g. IP Telephony. Dedicated Fax Number on Gamma 01,02,03, 0844,

4 Fax Number As part of the service offering Gamma will supply the Channel Partner with the ability to order a new Geographic number in an area code defined by Ofcom (01,02,03 type numbers), or take advantage of a reduced monthly rental rate through the use of an 0844 (5ppm) or 0871 (10ppm) number This fax number will not be physically attached to a fax machine but instead stored within the Gamma cloud associated to the Fax to Service. Porting Numbers Number Porting is available with the Fax to service, however porting agreements will vary between geographic and non geographic numbers, therefore please check with the Porting desk for compatibility. In order to port a number the Channel Partner is expected to place a GNP order through the online GNP system or NGN port request through the porting desk. Once they are then provided with a confirmed port date, a Fax to service order should be placed with the order notes confirming the port date and ported number being selected stating the full number. Online Portal Along with the ability to forward s to a nominated address the end user will also have access to an online portal in order to: Maintain addresses associated with fax numbers View faxes online Securely archive faxes in one specific place Establish specific departments to assign number to Establish specific end user accounts to allow sight of specific or all numbers All this functionality assists in taking away the need to print faxes, maintain fax equipment and phone lines, and eliminates the need to incur both green and financial costs. Address In order to allow forwarding of faxes received a valid address will need to be provided by the end user. This address and the inputting of it into the system is the responsibility of the Channel Partner/End User. Fax to with other Gamma Products The Fax to product provides the missing link in how to support fax s without issue on Gamma s IP products. In all cases the Fax 2 product is a standalone offering which will allow a range of numbers being ported for an IPDC connection or MyInbound number to be split into the core voice offering, and a dedicated online portal or forwarding for the retrieval of faxes, removing in most cases additional PSTN lines and costs. Where you have fax connections already on Gamma IP services, we would recommend moving these to the Fax to product through speaking with the IP Provisioning team, who can advise of the order process. 4

5 Establishment Process In order to provision Fax to , Channel Partners need to be established on the Product within the main Gamma Portal. To get setup the Channel Partner should speak with their account manager who can ensure the appropriate collateral and training is provided prior to granting access. Features and Services System Hierarchy The Fax to service is divided into three versions of the online portal, one linked into the Channel Partners main Gamma Portal access (administrator portal), and the others associated to the end user s view. This allows Channel Partners the ability to supply the end user with an online portal to login to, or the ability to offer a managed service to their base with minimal management over head. Channel Partner Admin End User Company User End User Company User End User Company User End User Company Administrator Portal As part of the service establishment Channel Partners will be provided access to an administrator version of the online portal in order to submit orders for their customers and view all accounts associated to their base. Though the administrator login you will be able to action the following: Place an order for an end user fax number Login to an end user account to action all other functions in Cease an end user account Restrict an end user account Edit an end user account Administrator End User Portal As part of the service offering an end user portal is created allowing the end user of the company if required the ability to: 5

6 Manage their assigned fax numbers and associated addresses Establish departments and assign fax numbers to these Establish new users and assign access View their faxes online and delete as required Reject anonymous faxes Change their password User End User As part of the service offering the Administrator user at the end user s company has the ability to establish departments or individual users to the system allowing users to: Manage the use of their own fax number and if they wish to view faxes on line or via Access the online inbox for the numbers assigned to them Reject anonymous faxes Change their password and account details Management of Fax numbers and associated addresses As part of the overall system hierarchy both Channel Partners and Administrator users at the end user s company can access the Number management section for each user as highlighted below to adjust the faxes they can see. Then to move the required numbers you simply allocate or deallocate the fax numbers as shown 6

7 Any phones not allocated to a user will be visible and controlled by the main administrator login, and will remain in the unallocated pool. Establishing Departments In order to establish a new department or user to the end user s company account a simple wizard needs to be accessed through selecting the plus sign at the bottom of the Manage Departments section of the website as indicated below. 7

8 Once a user has been established then a user can be searched for and then edited through searching on the preferred criteria under the Manage Departments screen Viewing your fax inbox As part of the product offering all faxes will be stored online for up to 6 months, and can be viewed through the fax archive section of the website. Within this section users have the option of viewing either the inbox or trash items and move converted and viewed faxes between these folders. For all faxes a time and date of receipt will be provided along with the ability to view the fax online. 8

9 Rejecting anonymous faxes In some cases users of the system may wish to not receive faxes from anonymous sources and as such the ability to reject these at the network level has been developed and can be accessed through the Settings tab Through selecting this option all faxes where a CLI is not presented will be rejected and will not be converted, as such special note of this feature being in place should be made for support purposes. Changing passwords In the event you need to change passwords for access to the system this can be done through the main home page screen and the change password tab. 9

10 Service Considerations and Limitations Fax to is a standalone product offering within Gamma, and as such cannot be added to an existing IP endpoint or any other product with Gamma. It is only a Fax to product and does not support the sending of faxes. Gamma does not support the routing of faxes calls from IP based connections, and as such no faults will be taken where the originating number is found to be an IP fault. Provisioning In order to provision the Fax to service, Channel Partners will simply need to login to their main Gamma Portal and click on the additional product of Fax to which will automatically log them into the Fax to administrator account From here you can then click on the setup new account screen which will guide you through the setup wizard to establish a Fax to product for the user. By stating the address as part of the account setup an will be issued to this address confirming order establishment and logins to the end user portal. It is therefore important that if you do not wish to offer portal access to the end user that this address is pointed to yourself. 10

11 Adding further orders Once an end user company account has been established in the system ou do not need to use the account setup wizard to add further orders, but instead use the Reseller Maintenance section, where once you have located the user through the search criteria you can click on the 2 cog icon in order to add further orders to your selected account. 11

12 Ceasing In the event that the end user wishes to cease their service, this can be actioned through the User Maintenance section of the online portal. Firstly you need to locate the user you wish to delete through the search criteria before then selecting either the number management icon to only delete a specific number from the account, or the red cross to completly remove all access for this user. Support Support for the Fax to service is supplied by Gamma s Technical Support Centre (TSC) who will take all 2 nd line support queries from the Channel Partners and investigate. 12

13 Expectations of Channel Partners As part of the service offering Gamma would expect the Channel Partners to be responsible for the following: Checking of the end users account to ensure fax forwarding is switched on Checking of the address to ensure it is correct Checking of the online portal to view faxes sent Send a test fax to the Partners fax number and monitor both and online outputs Where possible send a test fax from the originating fax machine to a fixed fax machine to compare outputs To ensure more than one person at the Partner s organisation is able to deal with Fax to faults. Support desk hours and Service Levels The Technical Support Centre will be open to take on faults for the Fax to service between the hours of 0900 to 1800 Monday to Friday. Outside of these hours Gamma s 24 hour support teams will be able to log the fault and progress as best they can to resolve service impacting issues. The TSC team can be contacted on Option 1,1. 1 st Line Diagnostics Prior to raising a fault with the TSC Channel Partners should ensure that adequate 1 st Line diagnostics should be completed, which should include but not be restricted to the following: Symptom 1 st Line Check To identify No faxes being recieved Faxes not being sent to the stated address Faxes unable to be read online Login can see the wrong numbers Anonymous faxes being received even though the setting has been implemented User hasn t received their login details Can the originating number send a fax successful to another fax machine Check the address held in the system is it correct Check the computer being used supports Adobe viewer, and has pop up blocker disabled Check the Number Management section to ensure the right user access has been provided Check the setting box is ticked correctly, and that the originator is not actually presenting a CLI Check the hasn t been classed as trash, and confirm the address If the issue in not receiving faxes is from the originating number If an error has been made in setting the address If the issue in opening a fax is down to a computer restriction If the issue is associated to incorrect setup If the issue is associated to incorrect setup, or incorrect diagnostics has been done Identify if the details have been received but haven t been viewed due to a computer restriction or incorrect setup 13

14 Depending on the results of the above tests a fault should be logged with the TSC team to investigate and resolve. Invoicing and Billing Fixed Fee files The Fax to service is billed at a fixed rate per month subject to the type of number used. For each of the number types there is a different billing description which will be provided to the Channel Partner via a new Fax to CDR and are detailed below: Number type Billing Description Cost (per month) Geographic (01,02) Fax to Geo Fax to (5ppm) Fax to (10ppm) Fax to Call Data As part of the Fax to offering all calls to the service are included within the monthly fixed charge, and as such you should not expect any separate call data file Invoicing All chargeable events will be added to the Channel Partner s monthly invoice, and will be issued and collected in line with the Partners agreed terms. Billing queries In the event there is a dispute with charges around the Fax to service, this should be raised directly to our billing team via our online billing query system 14