Table of Contents Carrier NOC Portal Overview... 2 Purpose and benefits of the Carrier NOC Portal... 2 Access The Carrier NOC Portal... 3 Carrier NOC Portal User Features... 5 How to search for Carrier NOC Portal users... 6 How to create a new Carrier NOC Portal user... 7 How to edit a Carrier NOC Portal user... 13 How to delete existing Carrier NOC Portal users... 14 How To Create A Ticket... 15 How To View Existing Carrier NOC Portal Tickets... 28 How to add a note to an existing ticket... 35 E-mail Notifications... 37
Overview The purpose of this document is to show step-by-step instructions for customer s use of the Carrier NOC Portal to include setting up users, submitting new tickets, and viewing/adding notes to existing tickets. The Carrier NOC Portal provides customers with a multitude of benefits including, but not limited to: Open a ticket directly through the Carrier NOC Portal system Check ticket status in real-time Add, search, edit users directly within the portal Outage and Service notifications If you have additional questions please visit the Carrier NOC Portal support page located at http://carrier.windstreambusiness.com/ticketing-portal-faq/ 2 CARRIER.WINDSTREAMBUSINESS.COM
Accessing The Carrier NOC Portal To access the Carrier NOC Portal, visit the following URL: https://cnoc.windstreamwholesale.com Users will sign on with their Username and Password. NOTE: If you did not receive your login credentials, please reach out to your Carrier Account Manager. CARRIER.WINDSTREAMBUSINESS.COM 3
The Customer Home Page After the Login Screen, users will be presented the Customer s Home Page. Users will be presented any outage, service notifications or other announcements. From the menu options in the upper left corner of the screen, users can select the following: Administration To create new users, edit or delete existing users. My Support Center To open or view the status of a ticket. 4 CARRIER.WINDSTREAMBUSINESS.COM
Carrier NOC Portal User Features Users with Administration Permissions can create new portal users by clicking on Administration in the menu options. After clicking Administration, Users should select User Management as shown below. The list of Users for the customer s account will be displayed as shown below. From this screen, the Admin User can search for existing User Names, Create a New User or Edit an Existing User. CARRIER.WINDSTREAMBUSINESS.COM 5
How to search for Carrier NOC Portal Users Depending on the number of User Names associated with the customer s account, Users may opt to use the Search function to go directly to a specific User Name. Users are able to search by the User Name, First Name or Last Name of the admin they wish to find. Partial search criteria is allowed in the search field, click the Search button to display all matching User Names. 6 CARRIER.WINDSTREAMBUSINESS.COM
How to create a new Carrier NOC Portal User Admin Users can create new users for the customer s account one of two ways: Clicking the + sign next to Create User Copy from an existing user by clicking the Pencil icon to the right of an existing User Name. Then choose Copy to New button. CARRIER.WINDSTREAMBUSINESS.COM 7
The Create a New User screen will be displayed. User Information Section Note: If copying from an existing User Name, the fields will auto populate with the User Name selected. Users will need to change the fields to the new User Name information being created. The Admin User will enter the First and Last Name for the New User, and the user s E-mail Address as shown below. 8 CARRIER.WINDSTREAMBUSINESS.COM
Note: Hovering over the icon will allow the rules associated with the field to be displayed for additional information regarding the field as shown below. User Permissions Select the User Permissions for the New User For the New User to be an Administrator on the account, select the Account Administrator check box. The Administrator will have both Administration and My Support Center permissions. Note: If the Account Administrator check box is selected, the User Permissions window will disappear; the New User will have both Administration and My Support Center permissions. CARRIER.WINDSTREAMBUSINESS.COM 9
If the New User is not to be an Administrator on the account, do not check the Account Administrator check box. The New User can still have Administration, My Support Center or both by making the appropriate selections in the User Permissions window. If the New User is to be limited to only submitting new tickets or viewing / adding notes to existing tickets, the User Permissions can be expanded to apply these restrictions. Click the Expand button to see the options under My Support Center. Online Ticketing will allow Users to submit new tickets Trouble Ticket Details will allow Users to view and add notes to an existing ticket. 10 CARRIER.WINDSTREAMBUSINESS.COM
Sign In Information Section The second section in the Create a New User screen will create the actual Username and Password of the New User. If desired, the Username can be the same as the User s E-mail. The Use E-mail as Username checkbox can be checked to auto-populate the User s E-mail address from the User Information section above. If the E-mail address is not the desired Username, uncheck the Use E-mail as Username, then simply enter the Username desired in the Username field. Then enter the Password and Confirm Password in the fields provided. Note: The icon will display the Username/Password requirements. After completing the fields, click the Create button on the lower right side of screen. Note: The Password entered will be a temporary password and the User will be prompted to change the password on their first Login. CARRIER.WINDSTREAMBUSINESS.COM 11
The User will receive confirmation that the New User is created in the portal. If the Username entered already existed, the following message will be received and the user will need to enter a different Username. The New User will now be included in the list of Users for the customer s account. 12 CARRIER.WINDSTREAMBUSINESS.COM
How to edit a Carrier NOC Portal User To make edits to an existing User, simply find the User Name in the list of Users (or use Search Users) and click the pencil icon to the right of the User Name. Then click Edit User CARRIER.WINDSTREAMBUSINESS.COM 13
The Edit User screen will be displayed. The User s Username and Password can be changed from this screen. After making the desired changes, click the Submit button on the lower right side of screen. How to delete an existing Carrier NOC Portal User To Delete an existing User, click on the pencil icon and choose Delete User. The following Confirmation message will be presented. Click Yes to delete the User, otherwise click No to keep the User. 14 CARRIER.WINDSTREAMBUSINESS.COM
Creating A Ticket In Carrier NOC Portal Users will log into the CNOC portal and be presented the Customer s Home page. To open or view the status of a ticket, the User will click My Support Center on the left side of the screen. Next, the user will click Trouble Ticketing Then, the User will click Online Ticketing. The Online Ticketing screen will be displayed. CARRIER.WINDSTREAMBUSINESS.COM 15
Searching for and Selecting the Circuit ID The first step is to select the Circuit ID for which the ticket is to be opened. Click on the search glass icon to the right of the Circuit ID field in the Ticket Details section of the screen. 16 CARRIER.WINDSTREAMBUSINESS.COM
A list of valid Circuit ID s will be presented. CARRIER.WINDSTREAMBUSINESS.COM 17
To narrow the search, the User can begin typing part of the Circuit ID name in the field at the top of the screen. Typically, the 6 digit numeric value in the middle of the Circuit ID is best used to narrow the search. Click on the Circuit ID in the list that the ticket should be opened. 18 CARRIER.WINDSTREAMBUSINESS.COM
Important: The following alert will appear, if an open ticket exists on the Circuit ID selected. Only one ticket per circuit can be opened. The User can add a note to the existing open ticket or call the Carrier Operations Center to report an issue. Important: If the Circuit ID cannot be found, the User should contact the Carrier Operations Center to assist at 844-WIN-CNOC or 844-946-2662. CARRIER.WINDSTREAMBUSINESS.COM 19
Ticket Details Section of Online Ticketing Once the Circuit ID has been selected, the Customer Ticket Number field must be populated. Important: The Customer Ticket Number field is required. If there is no information for this field, please enter NA. After the Customer Ticket Number field is populated, make the appropriate selection in the Power Verified drop down (Yes or No). Important: Power should be verified prior to opening a ticket on the circuit to avoid delays in the ticketing process. 20 CARRIER.WINDSTREAMBUSINESS.COM
Company Information Section of Online Ticketing The fields in the Company Information section should auto-populate with the terminating circuit information. This data should be verified for accuracy and corrections made if applicable. Request Details Section of Online Ticketing Ticket Type The Request Details section is where the specific issues being experienced will be reported. First, select the Ticket Type. Options include: Dark Fiber Fiber to the Tower TDM/Ethernet Circuits Voice Tickets All Other Note: Currently, Fiber to the Tower and TDM/Ethernet Circuit tickets can be submitted via the Carrier NOC Portal. Status of Dark Fiber and Voice Tickets can be updated and viewed from the CNOC Portal. CARRIER.WINDSTREAMBUSINESS.COM 21
This selection will route the ticket to the appropriate support group. Note: The icon will display descriptions of the Ticket Types. Trouble Type Next, select the appropriate Trouble Type that most relates to the issue being experienced. Options include: Bouncing Circuit Data Connection Errors Data Down Degraded Service Monitor Request/Maintenance RFO Turn Up Vendor Meet 22 CARRIER.WINDSTREAMBUSINESS.COM
Description of Details The Description of Details field is a text field to allow the User to provide more specific information related to the issue being experienced. Important: The Details should always include the following information to avoid delays in processing the ticket: Intrusive Testing Authorized (Yes or No) Intrusive Testing Hours Site Access Hours (if weekend hours are different, specify) Gate Codes (if applicable) CARRIER.WINDSTREAMBUSINESS.COM 23
Contact Information Section The Contact Information section should be completed with the Primary Contact and Local Contact information. Primary Contact the first person to be reached in attempting to resolve the issue. Local Contact the person on-site that can be reached in attempting to resolve the issue. Note: The Local Contact may be the same as the Primary Contact, and the contact information can be copied over by checking the Same as Primary checkbox under the Local Contact heading. 24 CARRIER.WINDSTREAMBUSINESS.COM
Submitting the Ticket After completing the information on the screen, Users will click the Submit button on the lower right side of the screen to submit the ticket. After clicking the Submit button, a confirmation will display that the ticket has been successfully submitted. Note the Incident Number provided. CARRIER.WINDSTREAMBUSINESS.COM 25
Handling of Ticket Types not supported via Carrier NOC Portal Currently, only Fiber to the Tower and TDM/Ethernet Circuit issues can be submitted via the Carrier NOC Portal. If other ticket types are selected, Users will be presented with instructions on how to report those issues. Note: The fields on the Online Ticketing page will be frozen to prevent Users from populating the fields. Dark Fiber Ticket Type If selecting Dark Fiber as the ticket type, Users will receive the following message: Users will be instructed to contact the Carrier Operations Center at 844-WIN-CNOC or 844-946- 2662, option 5. Important: The IRU Number and OTDR information should be provided to properly initiate the ticket. If the IRU Number is not known, then the Contract Number is required. Click OK to close the message window. 26 CARRIER.WINDSTREAMBUSINESS.COM
Voice Ticket Type For VOIP issues related to the circuit, Users will be redirected to the Voice NOC Portal and tickets will be submitted using existing Voice NOC Portal login information. Click OK to re-route to the Voice NOC Portal or click Cancel to return to the Online Ticketing Page. All Other Ticket Type For the All Other ticket type selection (i.e. Escort Requests), the following message will display: Click OK to close the message window. CARRIER.WINDSTREAMBUSINESS.COM 27
Viewing Existing CNOC Portal Tickets Users can also view existing tickets, both opened and closed tickets, via the Carrier NOC Portal. To view a ticket previously submitted, Users will select Trouble Ticket Details under the My Support Center menu on the Customer s Home Page. Search for the Ticket Once the Trouble Ticket Details screen displays, all the tickets opened will appear. 28 CARRIER.WINDSTREAMBUSINESS.COM
The ticket can be searched by using the Incident Number of the Ticket or by Circuit ID. Using the Incident number will return the specific Ticket, whereas searching by Circuit ID will return all tickets related to that Circuit ID. Search by Circuit ID The Search by Circuit ID steps follow the same steps taken when searching for a Circuit ID when opening a new ticket. If Circuit ID is selected in the Search By dropdown, the search glass will display. Click on the search glass to display the Circuit ID s associated with the Customer s account. Searches can be narrowed by typing part of the Circuit ID in the field at the top of the window. Click the Circuit ID to view the tickets associated with that Circuit. CARRIER.WINDSTREAMBUSINESS.COM 29
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Once the Circuit ID is selected, all tickets associated with that Circuit ID for the previous 3 months (90 days) will display. Note: Only Open and Waiting tickets can be edited (i.e. Notes added to the Ticket). Search by Incident Number To search by Incident Number, select Incident in the Search By field. Enter the Incident number in the field and click Search. Note: Users can enter just the numeric characters of the Incident number, for example 24335989 and click Search. As the number is typed, possible matches appear just below the field. CARRIER.WINDSTREAMBUSINESS.COM 31
Note: If an invalid Incident number is entered, Users will be instructed to call the Carrier Operations Center. 32 CARRIER.WINDSTREAMBUSINESS.COM
View Ticket Details To view the details of an existing ticket, simply click on the incident number in the INC column. The Ticket Detail Report will be displayed. From this report, Users can see the current status of the ticket and notes added to the ticket. CARRIER.WINDSTREAMBUSINESS.COM 33
Ticket Detail Report Note: The ticket can only be viewed, no changes can be made to what is displayed. 34 CARRIER.WINDSTREAMBUSINESS.COM
Add A Note To An Existing Ticket To add a Note to an existing open ticket, Users will click the pencil icon in the Edit column. The following Window will display. The User can enter the notes they wish to communicate and add to the ticket. This can include additional information that should be conveyed to the Carrier Operations Center (i.e. requests for escalation, additional contact information). CARRIER.WINDSTREAMBUSINESS.COM 35
To save the note, Click the Save button at the bottom of the window. Users can resolve the ticket by checking the box next to Mark as Resolved. The added note will now display in the Event Log section of the Ticket Details Report. Note: The Event Log section is where notes added by the Customer or the Carrier NOC will display. Any ticket status changes that occur will include a note from the Carrier NOC, detailing the current status of the ticket. 36 CARRIER.WINDSTREAMBUSINESS.COM
E-mail Notifications Users will receive an e-mail notification when a ticket is opened or closed through the Carrier NOC Portal. An example is provided for when a new trouble ticket is opened. CARRIER.WINDSTREAMBUSINESS.COM 37