AT&T voice connection service user guide for customer admin

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AT&T voice connection service user guide for customer admin Version 1.0 December 1, 2014 2014 AT&T Intellectual Property.

1 AT&T voice connection service user guide for customer admin Version 1.0 December 1, AT&T Intellectual Property. All rights reserved. AT&T and Globe logo are registered trademarks of AT&T Intellectual Property. All other marks are the property of their respective owners.

2 AT&T voice connection Service User Guide for Customer Admin The purpose of this User Guide is to assist the Customer Admin in setting up Users and ordering AT&T voice connection Service with Microsoft Office 365 from AT&T. This User Guide contains the following sections: Section / Contents Page Sales Process Steps: Section 1: Sign AT&T Contract 3 Post Contract Implementation Steps & Process: Section 2: Activate Account, Complete Setup, Order Licenses 3 Section 3: Assign licenses to Users, Order voice connection service 11 1) Invite Users 2) Assign Licenses to Users 3) Order voice connection for Users: a) New Telephone Numbers (TNs) b) Porting Telephone Numbers (TNs) from another service or provider 4) Receive confirmations for voice connection orders 5) Complete final provisioning Step (new TNs only) Section 4: Ongoing Ordering, MACDs, and Account Management Activities 23 Purchase additional licenses and assign new Users Order voice connection service (TNs) for additional Users Cancel voice connection (DISC) Change Admin Contact, Change Admin Address, Add a new Admin Contact Change a User s Physical Address Location: - Update Permanent Address for a User - Temporarily Change 911 Address for a User Reset User Passwords Confirm or validate Users and their settings Enable federation to communicate with other Users outside of your Organization. APPENDIX A Firewall Ports/Use of Corporate Network 24 APPENDIX B Temporarily Change 911 Address for a User (via Business Direct portal) 25 APPENDIX C Federation 26 APPENDIX D Help Desk Support 28 APPENDIX E Voice Mail Setup 29 2

AT&T voice connection Service User Guide for Customer Admin Sales Process Steps Section 1: Sign AT&T Contract The simple steps below enable the AT&T Contracting process to complete quickly: AT&T

3 AT&T voice connection Service User Guide for Customer Admin Sales Process Steps Section 1: Sign AT&T Contract The simple steps below enable the AT&T Contracting process to complete quickly: AT&T Sales creates ABN Express Contract & s to Customer Customer signs Contract on-line via AT&T esignature AT&T counter-signs Contract on-line via AT&T esignature o AT&T Sales Support completes Account & Bill Review (A&BR) setup Post Contract Implementation Steps & Process Section 2: Customer Activates Account, Completes Setup, Orders Licenses Customer Admin receives activation from AT&T Productivity Suite (APS) Click link to activate account via the APS portal page. Click to activate account Note: If the Customer Admin has an existing APS account, then an activation is not sent by APS. 3

4 Admin enters basic information at APS portal (name, company info., creates login password, etc.). Click Create Account button; Customer Admin is now officially logged in to APS. 4

While in APS, go to MyApps Tab: a) If a specific number of software licenses were already ordered at time of contract signature, then see attention notice to complete the Microsoft Office 365 domain

5 While in APS, go to MyApps Tab: a) If a specific number of software licenses were already ordered at time of contract signature, then see attention notice to complete the Microsoft Office 365 domain setup. b) If software licenses were not ordered at time of contract signature, then customer may shop around the APS portal to purchase software licenses. For AT&T voice connection service, the following options are recommended: Lync Online Plan 3, or Office 365 Enterprise E4. Shop around for Apps account 5

6 Click Buy Now 6

7 Simply enter the number of User licenses to purchase. 7

8 Microsoft Office 365 domain setup must be completed before software licenses are available for use. A brief on-line form is completed; some information is pre-populated. John Doe 8

After the Customer Admin completes the required fields and clicks Continue, the Microsoft Office 365 registration and setup is complete.

Once Microsoft Office 365 domain setup is completed: a) If software licenses were already ordered at time of contract signature, then they will be

b) If software licenses were not ordered at time of contract signature, then Customer Admin completes the Order process, completes Billing Details, Confirms

9 After the Customer Admin completes the required fields and clicks Continue, the Microsoft Office 365 registration and setup is complete. A completion notification is provided directly in APS. Once Microsoft Office 365 domain setup is completed: a) If software licenses were already ordered at time of contract signature, then they will be automatically provisioned at this stage (status will appear under Use Your Applications section of MyApps Tab). b) If software licenses were not ordered at time of contract signature, then Customer Admin completes the Order process, completes Billing Details, Confirms Order, and receives Order Receipt. Software licenses will be provisioned at this stage (status will appear under Use Your Applications section of MyApps Tab). Note: It could take up to 2 hours to complete the provisioning of a new account and/or new software licenses in the necessary systems. It could also complete in as few as 5 minutes. 9

Check Provisioning Status Customer Admin receives two (2) confirmation emails once provisioning is complete: 1) one for the Office 365 Admin login

Note: when a new account is established with Microsoft Office 365/Lync Online software licenses, the Customer Admin automatically receives a license with a

10 Check Provisioning Status Customer Admin receives two (2) confirmation s once provisioning is complete: 1) one for the Office 365 Admin login credentials to access the Microsoft on-line portal (MOP). 2) one for login credentials as a User to access the Lync client and place voice calls, etc. Note: when a new account is established with Microsoft Office 365/Lync Online software licenses, the Customer Admin automatically receives a license with a Seat ID assigned. IMPORTANT: Customer Admin continues to use the established APS login credentials to perform various activities in the APS portal (see next step below). 10

Section 3: Customer assigns licenses to Users, Orders voice connection service via APS Customer Admin may now invite Users & assign licenses to Users, then

1) Invite Users: in APS, invite several Users at once by simply entering their email address, or upload a larger list of email addresses.

11 Section 3: Customer assigns licenses to Users, Orders voice connection service via APS Customer Admin may now invite Users & assign licenses to Users, then order voice connection service. 1) Invite Users: in APS, invite several Users at once by simply entering their address, or upload a larger list of addresses. The Users will receive an from APS instructing them to register and activate their account. 1. Click the Account Tab 2. Click the link Invite users to your company 3. Enter Addresses in the pop-up window (or, Upload an List) 4. Click Send Invitations button Success status is displayed: 11

Next, the Users will receive an email from APS instructing them to register and activate their account.

12 Next, the Users will receive an from APS instructing them to register and activate their account. Click to activate account The activation link brings the User to the APS page to establish and Register a User account. 12

2) Assign Licenses to Users: once Users accept their invitation on-line and register a username and password, the Customer Admin may assign licenses to each User.

13 2) Assign Licenses to Users: once Users accept their invitation on-line and register a username and password, the Customer Admin may assign licenses to each User. Under the Account tab, click Assign Apps, then select the App (e.g. Lync Online) that has available User licenses. A list of registered Users will appear on the right side under Assign Users column. Click Assign Apps Select the App 13

Confirm the Username/email address that will be included in your domain (modify if

14 Assign a User to the App as follows: 1. Under the Assign Users column, click the User s Name (a check mark will appear) 2. Confirm the Username/ address that will be included in your domain (modify if necessary), then click the Submit button. 3. Click the Save Changes button at the bottom right side of the page Success status is displayed: 14

15 Upon successful assignment of the Application: Each User is assigned a unique Seat ID in APS. Each User receives a confirmation with a link and instructions for downloading & installing the Lync client software directly from the Microsoft Office 365 portal. IMPORTANT: This confirmation contains the Username and Password login information for the Lync client for the User. If necessary, the Customer Admin may reset the User Password via the Microsoft Online Portal (MOP). 15

16 Once a User is assigned to the Application, a voice connection order may be placed for that User. Under the Account tab, click Applications, then click the App (e.g. Microsoft Lync Online from AT&T). Next, select Users to display a list of all Users currently assigned a license. Each User will have a unique Seat ID assigned. Click Applications Click the App Select Users Here, the Customer Admin may manage the account for all Users, including the following activities: View status of all Users (display Seat ID, Phone Number, Activation Date status, etc.). Order voice connection service for a User simply by clicking the Create Voice Connection button. Enter and Save the Phone Number assigned to a User/Seat ID, once it has completed service activation (following the receipt of an confirmation). Cancel Voice Connection for a User. Update address when the User s physical location is changing permanently. 16

3) Order voice connection for Users: simply click the Create Voice Connection button next to each User, and enter their location address in the pop-up window.

17 3) Order voice connection for Users: simply click the Create Voice Connection button next to each User, and enter their location address in the pop-up window. Future releases will support bulk uploads for both new and ported TNs, however, initially orders must be placed for individual Users. a) If New Telephone Number (TN), then simply check the New Number option. b) If Porting Telephone Number (TN) from another service or provider: Check the Use Alternative Number option: Enter the Alternative Number to be ported in to AT&T s voice connection service. Enter the main Billing Telephone Number (BTN) associated with the number that s being ported. It is recommended that all individual porting orders are submitted within the same time period. If the BTN is being ported, please submit the BTN order last, following the orders for all other telephone numbers associated with that BTN. 17

18 Note: Either Inside City Limits (ICL) or Outside City Limits (OCL) must be selected for each Phone Number ordered for AT&T s voice connection service. Inside City Limits (ICL): Your business city of your physical mailing address is within the city limits if your business is subject to that city s taxes and regulations. Most businesses are within the city limit of their city physical mailing address. Outside City Limits (OCL): Your business is outside the city limit if the city of your physical mailing address for your business is located in an unincorporated village, town or other non-city jurisdiction, and your business is not subject to the city of your physical mail address taxing and regulations. OCL should only be selected if you are certain that your city of your physical mailing address is outside the city limit. When ready to submit the voice connection order, click the Validate and Assign button. Upon successful validation for a new Phone Number, a message will be displayed as follows: Almost Done! In the next few days you will receive an from AT&T with the new phone number information for the user. Please return to this page at that time to complete the voice connection assignment. 18

19 Success Status 19

4) Receive email confirmations for voice connection orders (Customer Admin only): a) New Telephone Numbers (TNs): 1.

20 4) Receive confirmations for voice connection orders (Customer Admin only): a) New Telephone Numbers (TNs): 1. Service Activation Started confirmation will acknowledge the order is in progress for a specific User/Seat ID. It will also provide the expected completion date and Telephone Number to be assigned. EXPECTED INTERVAL for receipt of this confirmation is within 1-2 days after the voice connection order is requested via the APS portal (however, in some cases it may also be received in less than one hour). An example is provided below: 2. Service Activation Completed will confirm that voice connection service activation has successfully completed for a Telephone Number and associated Seat ID. It also instructs the Customer Admin to assign the Telephone Number to the associated Seat ID in the APS portal. EXPECTED INTERVAL for receipt of this confirmation is within 2-3 days following the receipt of the first confirmation (Service Activation Started). b) Porting Telephone Numbers (TNs) from another service or provider: 1. Service Activation Started confirmation will acknowledge the order is in progress for a User/Seat ID and associated Telephone Number to be ported. It will also provide the expected completion date. 2. Port Confirmation Letter confirms the scheduled due date for porting of the numbers to occur. This confirmation includes a list of all Telephone Numbers (with associated Seat IDs) that are scheduled to be ported on the same date. If the Customer Admin is not ready and must cancel the order or change the due date to a later date, then they may contact an AT&T voice connection Order Manager via at g42160@att.com to request this change. Please contact AT&T at least 5 days prior to the confirmed due date. 3. Service Activation Completed will confirm that porting of a Telephone Number to AT&T s voice connection service has successfully completed. Note: It is not necessary for the Customer Admin to assign the Telephone Number to the associated Seat ID in the APS portal when the number is ported; this will occur automatically prior to the service activation date. INTERVALS associated with Porting TNs and receipt of confirmation s may vary depending on LEC(s) involved and the quantity of telephone numbers submitted for an order. 20

5) Complete final provisioning Step (new TNs only): Once the Service Activation Completed email confirmation is received, the Admin may enter the assigned TN in the space next to the specific

21 5) Complete final provisioning Step (new TNs only): Once the Service Activation Completed confirmation is received, the Admin may enter the assigned TN in the space next to the specific User/Seat ID in APS and click the Save button. PLEASE BE SURE TO ENTER AND SAVE THE CORRECT PHONE NUMBER IN APS NEXT TO THE CORRECT SEAT ID/USER. John Doe In APS, enter the Telephone Number from the confirmation (Service Activation Completed) next to the associated User/Seat ID, then click the Save button. 21

22 Successful status will be displayed: e.g saved successfully; this new telephone number should be fully functional within a few hours. Note: It could take up to a few hours for provisioning and updates to complete in Microsoft s Office 365 servers after the TN is saved in the AT&T APS portal. In some cases, it could take as little as 5 minutes. Important: For 911 calling, please note that it may take up to 72 hours for 911 address information to be updated in the appropriate databases. Although AT&T provides one or more ways for the Customer and Customer User to update the Registered Location, there may be delay between the time that a new Registered Location is provided by Customer or Customer User and the time that the new Registered Location information populates into the appropriate databases. The duration of such delay will vary with the service, and can range from the typical minutes, to hours or days. For more information, please review AT&T s Service Guide at: 22

23 Section 4: Ongoing Ordering, MACDs, and Account Management Activities ACTION: After placing your first order for AT&T voice connection Service, please contact your AT&T Account Team so that they may register you for Admin access to the AT&T Business Direct Portal. Several valuable tools are available via Business Direct, including: Temporarily Change 911 Address (aka TNAC) for a User Change Directory Listing Access ebill to view on-line billing & call detail information Customer Admin may perform various activities or MACDs directly in APS (unless otherwise noted): Purchase additional licenses and assign new users via APS Buy More Order voice connection service (TNs) for additional users Cancel voice connection (DISC) Change Admin Contact Change Admin Address Add a new Admin Contact Change a User s Physical Address Location: 1) Update Permanent Address for a User via APS. 2) Temporarily Change 911 Address (aka TNAC) for a User (via Business Direct portal see Appendix B). Customer Admin may perform the following activities in the Microsoft Online Portal (MOP): Reset User Passwords (for use with the Lync Client) Confirm or validate Users and their settings Enable federation to directly communicate with other Users outside of your Organization. o This is also relevant for any Lync Users that need to communicate via IM/chat with Lync Users outside of their Organization. o See Appendix C for instructions on how to enable federation. Setup Voice Mail for Users o See Appendix E for instructions on how to setup Voice Mail for Users Note: Admin Login information for the Microsoft Online Portal (MOP) was received via after the Microsoft Office 365 domain setup provisioning completed. See Page 10 of this document for reference. 23

24 APPENDIX A Firewall Ports/Use of Corporate Network: In order to use the voice connection service over the Internet, customers will need to make sure the following ports are not blocked via their firewall: o o o Port 80 in both outbound and inbound directions. This port is used for HTTP over TCP, and is not expected to be blocked by the customer. TCP port 443 in both outbound and inbound directions (if BLOCKED, then the user will not be able to connect to Microsoft s server). This port is used for HTTPS over TCP, and is not expected to be blocked by the customer. UDP port range 5000 through on outbound (if BLOCKED, then signaling may still set-up the call, but audio will not be present). In addition, most companies send DNS queries out to the Internet via an internal DNS server. In this case, any users/lync clients will communicate via the internal DNS server. Port 53 is used for DNS for both UDP and TCP. Depending on how the customer is set-up for DNS, it is expected that port 53 is open at the internal DNS server. 24

25 APPENDIX B Temporarily Change 911 Address (TNAC) for a User via Business Direct portal: After placing your first order for AT&T voice connection service, please contact your AT&T Account Team so that they may register you for Admin access to the AT&T Business Direct portal. In addition, you must be registered for the following tool: Temporarily Change 911 Address (aka TNAC) for a User with voice connection service This is an important tool to support situations for when a User changes their location temporarily. o For permanent changes of a User s address location, please use the Update address link located next to the User s Seat ID and Phone Number in APS. 25

26 APPENDIX C Federation Enable federation to directly communicate with other Users outside of your Organization. This is also required for any Lync Users that need to communicate via IM/chat with Lync Users outside of their Organization. Note: Lync client-to-lync client communications should use IM/chat functionality in lieu of any TTY devices. Instructions for enabling federation: Login to the Microsoft Online Portal (MOP), using the login credentials received via from APS (after the Microsoft Office 365 domain setup provisioning completed). Then, from the main page select Lync from the Admin drop-down list. 26

27 Next, select the following: 1. Select organization from the menu on the left 2. Select external communications 3. Under external access, select On except for blocked domains from the drop-down list 4. Under public IM connectivity, check box for Turn on communication with Skype users and users of other public IM service providers. 5. Click Save button at very bottom of page Finally, the page should display the following success status: Your changes have been saved successfully. 27

28 APPENDIX D Help Desk Support Quick Trouble Referral: For all Office 365 issues except problems with making calls using your voice connection Telephone Number, please call AT&T Customer Care at Press option 1 for Office 365, and then option 2 for Support. If your voice connection Telephone Number is configured and activated correctly, and you can make phone calls onnet (i.e. - to another Lync voice connection Phone subscriber), but either have voice quality issues, or cannot make or receive calls off-net (i.e. - to a non-lync voice connection Phone subscriber) using the voice connection Telephone Number, then please call the AT&T Customer Support Specialist at and follow the prompts for IP Flexible Reach Service using prompts 1, 1, 1, 5 to report your [IP Flex] voice connection Telephone Number. For additional Customer Support contact information, in the APS portal, select Support at the top of the page, then Customer Support on the left side of the page. The main APS portal page URL is 28

29 APPENDIX E Voice Mail Setup Steps for Customer Admin to setup Voice Mail 1) AT&T Productivity Suite (APS) portal Purchase Microsoft Exchange Online licenses AT&T Plan 2 (or, included in E4 license purchase) Purchase enough licenses for each User who will have a voice mailbox Assign the license (App) to each User via APS Purchase a license for Microsoft Lync Online from AT&T Plan 3 Purchase enough licenses for each unique TN that you would like to use for voice mail retrieval. In most cases, only one license/tn is necessary. Obtain an AT&T voice connection Telephone Number (TN) to use for Voice Mail Retrieval (this TN will be used as the E.164 routing number for Outlook Voice Access) Create an address for the Voice Mailbox (e.g. Voic Number1@YourCompany.com); make sure any s sent to this address are retrievable by you as the Administrator. Invite this address by sending an invitation via AT&T Productivity Suite/APS (just as you would when inviting Users to your Company). Retrieve the , and click the link to activate this account (just as a normal User would). In APS, assign this User (e.g. Voic Number1) to the license/app. Following the same steps when ordering voice connection for your Users, click the Create Voice Connection button and submit an order for a New Number. You will receive two confirmation s specific to the provisioning of this TN: 1. Service Activation Started confirms the TN that will be assigned. 2. Service Activation Completed confirms the TN is provisioned in the AT&T Network. IMPORTANT: DO NOT enter and save this TN in the APS portal for this associated Seat ID. You will need to reference this TN for the next steps. 2) Microsoft Online Portal Logon to Office 365 at: Logon to Office 365 as a User who has Global Administrator role privileges. o use the Admin login credentials received via from APS (after the Microsoft Office 365 domain setup provisioning completed). Follow the Steps outlined in the Microsoft Document entitled: Office 365: Lync-to-phone voice messaging setup for syndicated partners 29

30 Additional Voice mail-enabled user procedures are available on-line at: IMPORTANT: For voice mailbox PINs and/or PIN reset requests, each User must check Outlook for PIN information. The User may log into using their Office 365 username and password (see Page 15 of this document for an example). 30

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