Enhanced Video Conference Service

Transcription

1 Enhanced Video Conference Service 14.1 Ordering Video Conference Support Enhanced Video Conference Service includes support from a number of video conferencing experts. The AT&T TeleConference Account Executive (TCAE) is a key team player supporting national account teams while providing specialized support for all videoconference service requirements. The TCAE role is to provide overall support throughout contract negotiations, service implementation, and maintenance. The TCAE also works in conjunction with the Government to verify the integrity of the billing invoices. The TCAE will assist the AT&T TeleConferencing Consultant (TCC) in the training of users and will help to answer any questions or address problems and work through till resolution. A TeleConference Service Sales Manager, District Manager, and General Manager, plus all of the Customer Care Centers and their support staff, also support the TCAE Methods & Procedures The TCAE will work with the Government by meeting with agencies to prepare a unique Government Profile for their billing purposes and to help agencies design scripts to use while making teleconference reservations. For the Government script, users will be asked for their agency name, agency bureau code and AT&T Government Markets Platform (GMP) Crossover Calling Card number in order to make a reservation. The Government Profile will contain call type preferences, account codes, sub-account information, and II-14-1

2 other information necessary to provide the service. The approximate timeframe to establish a Government Profile is 5-10 business days. As part of this process, discussion will take place between the agency and AT&T on marketing material needs, training requirements and the service rollout process. The TCAE is available throughout the implementation process and on an ongoing basis afterwards to monitor the account Service Delivery Three (3) easy steps get users started with AT&T s Video Conferencing Services: registration, certification and reservations Registration The process begins with registration of video rooms and endpoints. AT&T populates its Network Management database with specific customer site information. This information generally includes: Name of Video Room or Video Endpoint Site name and address Contact name and contact information (telephone, fax and ) Network information including circuit provider, speeds to be certified, and video telephone number(s) Video equipment information, i.e. make, model and software version Billing contact information. As part of registration, AT&T will assign a unique Site ID to each video room/endpoint. This ID identifies the location for all future reservations and video services Certification Once the registration data is processed, AT&T and the customer perform a series of certification calls to ensure the compatibility of customer equipment with the AT&T II-14-2

3 Video Conferencing service. These certification calls consist of a dial-out call type usually at the maximum speed the endpoint can support. These calls are usually done overnight to minimize inconvenience to the Government users. For sites that have problems during testing, a more comprehensive test is available where a Conference Producer will interact directly with a contact at the site. This testing could include any speeds that are planned for use in future video conference calls, e.g K, 384 K. Proper testing up-front increases the success rate of future calls Reservations Upon successfully completing the certification of video rooms and video endpoints, users may begin using the reservation-less service or may begin placing reservations for future video calls. Reservations may be placed with a live attendant from by dialing or or over the Internet using the AT&T Video Schedule 24x7. Calls may be scheduled on the Video Bridging Service up to one year in advance. AT&T Video Schedule system may be accessed at the following URL: A user ID and password are required to process a reservation. Weekend and holiday support for video calls on the Video Bridging Service is available for conferences [Eastern Time] the day before a major holiday). If a call is not scheduled in advance, AT&T requires notice to reserve, set up and launch a same day video call on a weekend or major holiday Billing The Government will be billed for their videoconference services based on the actual connection time to the video bridge, including any time the bridge is in service prior to the actual conference start time II-14-3

4 1) Host Pay - the host of the conference is billed for all charges for all participants on the video conference call, with the exception of any dial-in network transport charges (these charges are incurred by each participant). Billing of Enhanced Video Conference Service will follow normal billing processes for centralized and direct-billed agencies. The billing dispute process will follow normal dispute processes for AT&T FTS-LD services Billing Media Options Monthly bill detail will be offered on the following media: Paper CD ROM. The Government will receive both a paper copy and CD ROM free of charge Initial Invoice Usage charges - The actual connect time of the individual leg is used to begin the billing of the call. Timing for an individual leg ceases when the bridge receives a disconnect signal from the customer premises equipment. For billing purposes, the timing is rounded up to the next full minute. AT&T Government Solutions, consistent with requirements of this contract, will retain customer call detail records Agency Hierarchy Codes II-14-4

5 Policy on Call Charges AT&T charges for actual bridge usage time and not for reserved time should your conference terminate early. Charges for any conference features (i.e. - Audio Add-on or the Universal Conference Control feature) are automatically billed to the Host for each bridged conference. AT&T has the following policy on no shows and cancellations for reservations-based calls: Conferences cancelled prior to scheduled setup time are not billable Conferences cancelled after the scheduled setup times are billed for all bridge ports and options reserved for the call. Network charges are not assessed on cancelled conferences, except for any actual connected time No show sites in any conference are charged bridge port fees for scheduled conference duration (scheduled start time to end time) for videoconferences not cancelled prior to the start time. Please note that each requester may specify their own desired setup time for each conference as part of the reservation process; the default is 15 minutes prior to the scheduled start time of the conference Trouble Reporting and Maintenance Users who experience problems during a videoconference call may contact AT&T to reach immediate technical support provided by the AT&T help desk. AT&T technicians are focused on fixing any problems in real-time during the call. When the user selects Dedicated Conference Producer assistance as a bridging service option at time of reservation, a Dedicated Conference Producer will provide proactive monitoring (including joining the live call if desired) to minimize troubles and quickly resolve any problems. Video endpoints experiencing problems during a bridged conference will have II-14-5

6 the option of joining the multipoint videoconference via audio-only add-on ports. Maintenance telephone numbers will be provided when agencies register for the service Service Level Guarantee If there is a videoconference service disruption during a video conference, and that disruption is determined to be AT&T s responsibility, AT&T will credit charges billed for video bridging services for any site(s) affected during the videoconference. Videoconference availability for a reserved call is 100%. Mean Time to Repair and conference restoration are dependent upon the nature of the problem; therefore, AT&T is not able to provide this metric Training AT&T Video Conferencing Service utilizes the talent of dedicated customer Training Coordinators to provide training to the client base. The Training Coordinators are effective in this area as the training programs they provide are derived from numerous critical functions within the AT&T Video Conference organization (i.e., Sales, Center Operations support, etc.). In addition to the in-depth knowledge that Training Coordinators bring to the customer in the training sessions, having the Training Coordinator play such a major role with new clients provides them with valuable information to use in supporting the client in a long-term relationship. AT&T offers the following to support end users of AT&T s Video Conferencing Services: Multipoint Video Demo Calls Hosted by AT&T to provide Service Overview and Live Demo of Features, Options, Capabilities, and Q&A Training and Demo of On-line and Internet Reservations Systems via PC-based Web Meeting sessions; comprehensive User Guides also available II-14-6

7 Documents, handouts, letters, s for company-wide distribution encouraging use of services and with instructions, including materials to post on internal Web site or Intranet. II-14-7