Reseller Guide Version 1.8 Created: March 2012 Last Updated: June 2017

Transcription

1 Reseller Guide Version 1.8 Created: March 2012 Last Updated: June 2017

2 Copyright Copyright MyPhones Ltd. Information in this document is subject to change without any notice. No part of this document may be reproduced, transmitted or stored in a retrieval system, in any form or by any means, electronic or mechanical, for any purpose, without the written permission of MyPhones Ltd. Document Version Control Version Change Author Date 1.0 John Watts March Additions and corrections 1.2 SIP Trunk Activity, Stock Levels and Phone Maintenance 1.3 Phone Registration History 1.4 Stock Levels & Product Billing updates to support franchisees 1.5 Support Call Queuing settings 1.6 Support upgrade to Customer Administrator 1.7 Call limit functionality 1.8 Import Stock functionality Simon Gregory March 2012 Simon Gregory October 2012 Simon Gregory November 2012 Simon Gregory May 2013 Simon Gregory April 2014 Simon Gregory July 2014 Simon Gregory August 2015 Simon Gregory June 2017 Copyright MyPhones Ltd 2/46

3 Contents 1. INTRODUCTION Purpose of this document Related applications and documents Document Conventions ALTOS CONCEPTS MyPhones Data Organisation and Terminology... 6 Hierarchy... 6 SIP Trunks Altos Provisioning Process CREATING AN ORDER FOR A NEW CUSTOMER Create New Order... 8 Customer Order Details... 9 Product Selection Number Options Hardware Options Order Notes Order Summary Order Completed Order Confirmation Customer Confirmation ORDER STATUS MANAGING CUSTOMER ACCOUNTS Edit Customer Administrator details Delete Customer s Account Reset Customer Administrators Call Barring Customer Call Limits Customer Phone Details Cancel Phone subscription Change Phone Codec Phone Asset Details Customer Problem Log Copyright MyPhones Ltd 3/46

4 5.7. Add a new order for this customer Existing Customer Order Details Existing Customer Order Product Selection Existing Customer Order Number Options Existing Customer Order Hardware Options Existing Customer Order Notes Existing Customer Order Completed Existing Customer Order Confirmation Manage the approved CLI s for this user account Manage queue settings for this user account Upgrade user to Customer Administrator Mail Web Password Impersonating a User MANAGING CUSTOMER PHONES Cancel Phone subscription Change Phone Codec Phone Registration History Phone Asset Details Export Installation Address details RESELLERS MANAGEMENT Change Password Reseller Settings Reseller Status Phone Status Portal Activity Problem Log Stock Levels SIP Trunk Activity Reseller Billing Product Billing Charges Call Billing Charges RESELLER MAINTENANCE Copyright MyPhones Ltd 4/46

5 1. Introduction 1.1. Purpose of this document This manual is designed to be used in conjunction with the telephone portal website ( and provides the Altos reseller with all the information needed to order and manage clients. It presupposes that the reseller has already gone through their establishment process with MyPhones Related applications and documents The Setup and User Guide provides guidance for the ordinary user on the facilities and features of the Altos phone system. The System Administrators Guide defines how to set up the Altos phone system for a Customer account and all its users. In this context Customer Administrator and System Administrator are synonymous. We offer two products with varying features; these are Silver and Gold. The Altos Gold product has the additional features of Call Recording and Auto Attendant otherwise both products offer the same comprehensive functionality. For Gold product users there is an additional Administrators User Guide for the Auto Attendant and Call Recording Capabilities. All these manuals can be downloaded from the portal website via the Support Menu Document Conventions The associated portal website is made up of a number of pages accessed by means of menus and sub-menus and tabs. Each page may then be divided into panels or boxes of information. This manual will use the convention of separating each level with a hyphen ( ) and use italics for tabs or panel headings. There are a couple of features that occur on every page of the portal web site: To obtain further information about any particular feature on a page, hover over the adjacent help icon. Every data entry page finishes with a button. Please remember to use this whenever data is entered or amended or your changes will not be applied. Clicking on the Help text at the top right of the screen next to your user name provides links to online versions of this and other related guides. It is organised by chapter heading or alternatively you can search alphabetically for a topic using the Index function. Copyright MyPhones Ltd 5/46

6 2. Altos Concepts 2.1. MyPhones Data Organisation and Terminology Hierarchy A Reseller is a MyPhones Altos channel partner. A User represents any person capable of making phone calls, using the web site or any value-added tools. This can be an end customer of a particular Reseller, or an administrative / support person of that reseller. Each user has one Role associated with them that governs the user s privileges and this directly influences the functionality that is available to the user. An Account is the entity to which the end users belong and is the vehicle for billing. An Account links either an individual residential customer or many business customers, Companies, to their phone(s). Each Reseller also has their own implicit account. A Subscription is a single logical phone aka phone number. It is owned by a User and linked to an Account. A user can have more than one subscription, one of which must be designated as a default number (for support of features like Click-2-Talk etc.). A Phone is a container for phone numbers. It is typically a physical handset onto which phone numbers are programmed. A Port is a physical connection on a phone and has a telephone number associated with it. An Address describes address details for postal (User), billing (account), installation (phone) addresses etc. SIP Trunks MyPhones supplies the Altos hosted service via SIP trunks, but leaves you free to negotiate the best possible rates for these and the minutes used from your preferred provider. With Altos you do not necessarily need a SIP trunk for each customer, providing you have sufficient SIP trunk capacity to meet the concurrent call needs of all your customers. This allows you to rationalise the number of SIP trunks you pay for and potentially reduce costs. See chapter 8.2 for more details. Copyright MyPhones Ltd 6/46

7 2.2. Altos Provisioning Process The relationship between orders and phone numbers is important to understand: A Reseller creates Altos orders on behalf of a customer Each order is associated with a Company Account and specifically with the Customer Administrator (aka System Administrator) of that account, who is effectively the lead user. The Customer Administrator creates users within his company account who will all have fewer privileges that are all explained in the Setup and User Guide and the System Administrators Guide. Each order typically consists of phone numbers and associated phone hardware (unless a virtual or network-only subscription is involved). Each phone number has an associated subscription that defines what features and facilities are available to it. Each phone number is programmed onto a phone (unless it is a virtual number). Throughout this process, information about the initial order capture, phone numbers, their subscriptions and phone hardware is ed to both the end user and the Reseller that signed them up. Each new phone number is assigned to a user by the Customer Administrator. For each new customer the reseller should first create a new order that will establish all the base details of the customer and create their account via New Orders. See chapter 3 for details. Subsequent orders are progressed via Account Maintenance. See chapter 5.6. The status of any order can be checked via My Reseller. See chapter 7.3. Customer settings are managed via Account Maintenance. This gives an account-centric view of the customers company. See chapter 5 for further information. Alternatively, and to suit Resellers that are more used to phone-centric administration, individual phone numbers can be managed using Phone Maintenance. See chapter 6. The status of customer s phones can be monitored via Phone Status and Problem Logs examined. See chapter 7.3. In the Altos provisioning model, Resellers hold phone stock themselves which they have prepurchased and pre-registered with the Altos system. Reseller stock levels can be checked via Stock Levels. See chapter 7.3. Many types of Altos Billing (subscription and other recurring charges as well as call-level CDRs) can be checked via the Billing panel. See chapter 8.4. Subscription and Account cancellations are managed via Account Maintenance. See chapters 5 & 6. Copyright MyPhones Ltd 7/46

8 3. Creating an Order for a New Customer 3.1. Create New Order Select; Order New Order On first logging on you will be automatically taken to the Create New Order wizard alternatively clicking on this sub menu will also take you to this wizard. Click on to start the new order creation process. Copyright MyPhones Ltd 8/46

9 Customer Order Details The account being created here is for the Company Administrator. This administrator will be the first user account associated with the company, against which all subsequent orders will also be placed. They will be responsible for creating other user accounts and associating them with equipment and phone numbers as orders are placed and fulfilled by Altos. You must include their name and a unique logon for this user to the portal website. If the logon has already been allocated you will be prompted to try again. The logon must be between 6 and 32 characters long and may contain alphanumeric characters, underscores and dashes. The name of the company they represent is also required. If this name is already known to the system you will be prompted again (This is probably an indication that they already have one or more orders in the system). You must also provide an address for the user to which order confirmation and fulfillment s will be sent. Copyright MyPhones Ltd 9/46

10 Finally, you must provide some details about where any hardware in the order is likely to be installed. An accurate address is required for several features of the service to work correctly, for example network failover. See the System Administrators Guide for more information. The delivery address is not relevant as you already hold the stock and are responsible for delivery. The icon provides information about each of the entries in this wizard, just hover over them to activate. Click on to move on. Product Selection You now need to capture the specific details for the customer s order. This covers subscriptions, extra features such as conference call numbers, any equipment (like IP Phones, Terminal Adapters etc.), and accessories such as power supply units if applicable. As you add items to the cart, the Ports column shows the maximum number of subscriptions a single piece of equipment can be associated with. You can mix subscriptions and equipment as required, but you must have at least one subscription per physical phone, and the number of subscriptions ordered cannot exceed the total quantity of "ports" ordered. However, if you require a number that is not to be associated directly with any equipment (like a group contact number that will forward calls to a group of users) or a number that is not required to make outbound calls, please select a Virtual Number type of subscription. Alternatively, if your customer would like to use the service with an IP phone, Terminal Adapter or softphone they already own, you can choose a Network-Only type of subscription. Copyright MyPhones Ltd 10/46

11 For each product and quantity you select click on the Add product to cart icon to confirm the selection that will be added to the Chosen products table. If you wish to remove any previously selected item, click on the relevant box in the first column and then click on the Remove item icon. Click on to move on or to move back. Number Options The telephone service can be used with two types of number: Your customer may wish to keep and port their existing number. If this is the case it is assumed that: You are able to port in the customer number The number is not associated with the broadband connection that you will provide the service over A porting order for the number has already been made and accepted by BT with a provisional date given Alternatively your customer may wish to use a new pre-allocated number from a number range already set up by you on your SIP trunk account. If any of the above is incorrect then do not proceed with the order and contact the Altos Provisioning team. Copyright MyPhones Ltd 11/46

12 Hardware Options You now need to give more information about the physical hardware that the customer will be using. This equipment will typically be sourced from your own stock, allowing you to provide the MAC Address and Serial Number for each of the items listed. Each MAC Address and Serial Number will be checked against our equipment database to ensure that it: exists and is stock marked as being owned by you If either is incorrect you cannot proceed to confirm the order and should contact the Altos Provisioning team. If you have ordered a Virtual or Network-Only type of subscription you will not be shown this page. Order Notes Please supply any additional information needed for the order to be completed accurately. For example: Copyright MyPhones Ltd 12/46

13 Where an odd number of subscriptions are ordered against multiple devices, please supply details of how each device should be configured. Where an order is for a demo room or for staff use and you wish to use a recycled device with the service, please confirm this. Where one of the numbers ordered is a number port please include the confirmed date of porting. Any other information that you believe we should be aware of, such as dates of any planned office moves that may affect delivery. If you are adding a subscription to a spare port of an existing device you are already using please include the MAC Address and Serial Number of the device here. Order Summary This is a summary of everything you entered into the previous panels. Please take the time to check that everything is correct, as this information will shortly be used to set up the new order and associated new account within the system. If you need to change something click to go back. Otherwise, click to complete the order. Copyright MyPhones Ltd 13/46

14 Order Completed The final page of the order process reports that the order has been completed. If you want to enter more orders click on. Otherwise choose another menu option. Copyright MyPhones Ltd 14/46

15 3.2. Order Confirmation Customer Confirmation On acceptance of the order the customer is immediately ed confirmation of the order which contains a PDF of the order details letter. The order details and confirmation letter will carry your reseller logo and name. Once the customer s order has been processed he will receive a further confirming his telephone number and logon ID together with his Portal Website Password and his Service Pin Copyright MyPhones Ltd 15/46

16 Reseller Confirmation As a Reseller you will receive copies of all s and attached letters sent to the customer throughout this process. You can also check on the status of any orders you have placed by selecting menu option Orders Order Status. Copyright MyPhones Ltd 16/46

17 4. Order Status Select; Orders Order Status Here the reseller can check the status of all or selected orders. Set the period over which you wish to see orders and you can refine the search further by selecting the type of order required. There is a wide range of options: If you choose the Specific Order ID option the ID number can be found on the confirmation sent to you and the customer. Once you have chosen your options click on as illustrated above. to begin the search and the results will be displayed You can check on the order details by hovering over the appropriate information: icon and a pop up panel will give all the Copyright MyPhones Ltd 17/46

18 The Order Status column shows the current progress of the order. The expected status will be one of: Order Taken appears immediately after the order is created as described above. Waiting for CLI appears if waiting for a number to port Order Cancelled if deleted before completion Order Completed system has completed order process and confirmation s have been dispatched The order details for each specific order can be downloaded as a PDF file by clicking on the icon. You can export the list of displayed orders in 3 different formats; either as a comma-separatedvalues (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spreadsheet, or as an XML or PDF file. Copyright MyPhones Ltd 18/46

19 5. Managing Customer Accounts Select; Accounts Account Maintenance This panel allows you to manage your customer s account. You can monitor any problems they may have had, order additional subscriptions and equipment for the account, cease individual subscriptions or the entire account as well as override the Customer Administrator s settings (since the reseller s actions take priority over the customers an example being barring control). First use the search facility to choose the user you wish to maintain. There is a wide range of option choices on the pull down list that can be applied to limit the results to only those relevant to your desired actions. Having made your selection you will see that there are many actions you can carry out against the Customer Administrator s account - whereas you can only impersonate ( icon) a customer s users (to gain access to their individual details). See the System Administrators Guide. You may carry out the following activities by clicking on the appropriate icon: Copyright MyPhones Ltd 19/46

20 5.1. Edit Customer Administrator details. This enables you to: Change the users full name useful for businesses like call centres with high staff turnover Change or add new contact phone numbers and addresses Change the Customer Administrator Logon ID Generate a new password for them by clicking on the icon. This is ed to the user at the address provided. Change the customers Company name and address 5.2. Delete Customer s Account You will receive the following warning: This operation will permanently disable the user s account and they will no longer be able to use the service. Are you sure you want to delete this user? However, this operation requires that all associated subscriptions have been previously cancelled. Otherwise you will get the following message: The following phone numbers must be cancelled before the account (customer name) can be deleted:. Assuming you can go ahead the operation will be confirmed with the following message: The subscriptions have been cancelled, the users have been deleted, and their phones barred Reset Customer Administrators Call Barring This permits you to bar the Customer Administrator from: Accessing the web site and Phone Buddy And then for selected phones / all company phones bar the user from: Making or receiving any calls at all Receiving any calls Making any calls (Internal or External) Making any calls (External only) Making outgoing International calls Making outgoing Premium Rate calls Making outgoing Mobile phone calls Making outgoing 118 calls Making outgoing 0844 or 0871 calls 5.4. Customer Call Limits This panel allow you some monitoring and a degree of control over the volume of calls made by a given customer. You can set time limits for the amount of outbound / diverted calls a company can make using the service per day. Notifications can be triggered when limits are breached. The idea is Copyright MyPhones Ltd 20/46

21 that you set members of your Reseller staff to receive these notifications so that they can assess any potential issues. You can choose categories to separate those that require some form of monitoring from others which do not need any examination. The call types themselves mirror those that are available in the section of call blocking above. For example: you can limit International numbers / Premium rate numbers to 30 mins before you receive a warning Warn after = 30, Block after = 0 you can choose to block immediately after 5 mins of calls to 118 numbers Warn after = 0, Block after = 5 you can choose to be warned of calls to non-internal numbers once they reach 10 hours total time Warn after = 600, Block after = 0 So an example policy would involve setting International, Premium Rate, 118 and 0844/0871 types to warn you at a low number of minutes, and have the Mobile and Non-internal values set to the customers normal outbound call minutes (which you should be able to get from call history) + 50%. Supply a comma-delimited list of addresses to receive notifications when any of the limits is breached. Similarly, setting up phone numbers allows you to receive SMS notifications. As a Reseller, you are also able to remember these settings so they can be applied to other customers at a later date Customer Phone Details This panel gives summary information about the phone, the Features Enabled and allows Actions to be performed to delete the subscription, change the codec or export a PDF file with the asset details of the phone. Copyright MyPhones Ltd 21/46

22 The Features Enabled column details the Call based and Other features that are either allowed by the subscription level of the phone number or which have been switched on by the Customer Administrator or the user themselves. Simply hover over the appropriate icon to see a list of the features. The call based features are listed in ranked order. In fact, the top-most feature will be the one that takes precedence. The general order of precedence of features is: Call Failover Forward all calls to voice mail Divert all calls unconditionally Call Divert if not answered or busy Forward calls to other numbers (Follow me) Forward calls to voice mail if not answered or busy Hovering over this icon number is a member of. indicates which call group(s) used for pickup and call forwarding this Cancel Phone subscription Click on the icon if you wish to cancel the subscription of this phone. You will be issued with the following warning: IMPORTANT: This operation will bar the phone from making and receiving calls, cancelling the subscriptions associated with this user. In addition, if this is the users last phone, they will not be able to logon to the portal web site. Are you sure you want to proceed? If you proceed you will get the following message: The subscription for number.. has been cancelled and the phone has been barred. The user s phone status will now display deleted and a confirmation will be sent to the user and the reseller. Copyright MyPhones Ltd 22/46

23 Change Phone Codec You can change the Codec used by the customer s phone between G729 and G711. The icon displayed indicates the current Codec and hovering over it confirms the setting. indicates a G711 setting and indicates a G729 setting. Clicking on these icons will switch the setting to the other value. The default setting is G711. The implication of switching Codecs is apparent in the quality of the call and the bandwidth it takes up. G711 gives the highest quality of voice call and is the standard for PSTN, but with minimal compression it takes up approximately 2.5 times more bandwidth than G729 which is more highly compressed but gives good mobile phone type call quality. The choice of which codec to use will be a factor of the speed and number of the customer s ADSL connections and the number of phones making use of the total available bandwidth. Phone Asset Details Clicking on the icon will download a PDF file giving the asset details of that particular phone number. This document shows information related to the chosen phone number such as: Associated subscription type Status (active, disabled, pre-provisioned etc.) Owning user (unless not allocated to a user) The users Company name Operational information such as recent registration, provisioning and call attempts Where the number is associated with a real device (i.e. a physical phone), the specifics of this phone are shown e.g. the line (port) onto which the phone number is currently programmed. Finally the billing information is included, showing when the phone was initially brought into service, any subsequent monthly billing activity etc. Copyright MyPhones Ltd 23/46

24 Copyright MyPhones Ltd 24/46

25 5.6. Customer Problem Log This panel attempts to give an indication of any issues at the customer premises detected by the system. First select the category of problem you want to examine choosing between All problems or those just associated with Broadband, Router or Phone. Then select a date range, which must not exceed 7 days. On clicking the search icon, the system will then display any issues that have arisen in that time period. Hovering over the icon in the Title column will give more details of the issue and clicking on the icon will interrogate the Altos Knowledge base and display a panel with a summary of what the issue means, a more detailed explanation and some possible resolutions, as illustrated below. Typical problems that may occur are: Broadband stability (ADSL drops, re-trains etc.) Phones failing to register, registering too frequently or being unable to register reliably Poor quality of calls owing to high packet loss You can export your problem log in 3 different formats; either as a comma-separated-values (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spread sheet, or as an XML or PDF file. Copyright MyPhones Ltd 25/46

26 5.7. Add a new order for this customer Click on to start the new order creation process for this existing customer. Existing Customer Order Details You must review details about where any hardware in the order is likely to be installed. An accurate address is required for several features of the service to work correctly. See the System Administrators Guide for more information. The icon provides information about each of the entries in this wizard, just hover over them to activate. Click on to move on. Copyright MyPhones Ltd 26/46

27 Existing Customer Order Product Selection You now need to capture the specific details for the order. This covers subscriptions, extra features such as conference call numbers, any equipment (like IP Phones, Terminal Adapters etc.), and accessories such as power supply units if applicable. As you add items to the cart, the Ports column shows the number of subscriptions a single piece of equipment can be associated with. You can mix subscriptions and equipment as required, but you must have at least one subscription per physical phone, and the number of subscriptions ordered cannot exceed the total quantity of "ports" ordered. However, if you require a number that is not to be associated directly with any equipment (like a group contact number that will forward calls to a group of users) or a number that is not required to make outbound calls, please select a Virtual Number type of subscription. The final alternative is a Network only type of subscription that will be applied to an existing phone. For each product and quantity you select click on the Add product to cart icon to confirm the selection that will be added to the Chosen products table. If you wish to remove any previously selected item, click on the relevant box in the first column and then click on the Remove item icon. Click on to move on or to move back. Existing Customer Order Number Options Copyright MyPhones Ltd 27/46

28 The telephone service can be used with two types of number: Your customer may wish to keep and port their existing number. If this is the case it is assumed that: You are able to port in the customer number The number is not associated with the broadband connection that you will provide the service over A porting order for the number has already been made and accepted by BT with a provisional date given Alternatively your customer may wish to use a new pre-allocated number from a number range already set up by you on your SIP trunk account. If any of the above is incorrect then do not proceed with the order. Existing Customer Order Hardware Options You now need to give more information about the physical hardware that the customer will be using. This equipment will typically be sourced from your own stock, allowing you to provide the MAC Address and Serial Number for each of the items listed. Copyright MyPhones Ltd 28/46

29 Each MAC Address and Serial Number will be checked against our equipment database to ensure that it: exists and is stock owned by you as a Reseller If either is incorrect you cannot proceed to confirm the order If you have ordered a Virtual or Network-Only type of subscription you will not be shown this page. Existing Customer Order Notes Please supply any additional information needed for the order to be completed accurately. For example: Where an odd number of subscriptions are ordered against multiple devices, please supply details of how each device should be configured. Where an order is for a demo room or for staff use and you wish to use a recycled device with the service, please confirm this. Where one of the numbers ordered is a number port please include the confirmed date of porting. Any other information that you believe we should be aware of, such as dates of any planned office moves that may affect delivery. If you are adding a subscription to an existing device please include the MAC Address and Serial Number of the device here. Copyright MyPhones Ltd 29/46

30 This is a summary of everything you entered into the previous panels. Please take the time to check that everything is correct, as this information will shortly be used to set up the order and new account within the system. If you need to change something click to go back. Otherwise, click to complete the order. Existing Customer Order Completed The final page of the order process reports that the order has been completed. If you want to enter more orders click on. Otherwise choose another menu option. Existing Customer Order Confirmation Confirmation of orders will be notified to the Customer and the Reseller in form as detailed in chapter 3.2 Copyright MyPhones Ltd 30/46

31 5.8. Manage the approved CLI s for this user account Approved number presentation settings You can provide a list of non-reseller numbers associated with the customer s company for their subsequent selection in the Number Presentation panel. By using this feature, you assert that the number(s) you add here are owned by their Company and meet all telecommunications legal requirement for the presentation of numbers by an organisation. We term these approved number as you are effectively self-certifying them for use by the customer. If you are in any doubt about the legality of doing so, you should seek clarification of your responsibilities before using this facility. Click on the add new phone number icon to add approved numbers These can be deleted from the Approved numbers list by selecting them and clicking on the or remove all of them by clicking on the icon. icon 5.9. Manage queue settings for this user account You can take decisions as to what extent a customer can make use of the Call Queuing facility (see the Gold Subscribers Guide for more information about the feature itself). You can control whether the Administrator of a chosen company can access the facility. Uncheck the checkbox to disable access to the relevant menus and, therefore, the ability to manage queues and their association to phones. You can also limit the ceiling for the maximum number of callers they can allow in any one queue. The default is a ceiling of 10 queued callers per queue. This is important because each queued caller will take up a channel on your SIP trunk. The impact of queuing calls on the number of channels you will need should be assessed, and then these controls used to place a practical limit on each customer account (aka company) as required. Copyright MyPhones Ltd 31/46

32 For this reason, Call Queuing is disabled for each customer account by default. What this means is that your customers will need to get you to opt them in to Call Queuing once their first order is processed. This should mean your SIP trunk channel count can t inadvertently run away with you and that you are able to control the need for Call Queuing on a case by case basis Upgrade user to Customer Administrator Clicking on this icon performs an immediate role upgrade of the chosen user to Customer Administrator, allowing them to subsequently logon and perform all the management tasks described in the System Administrators Manual. The icon is visible only if the role upgrade can be done Mail Web Password Clicking on this icon will mail the web password to a Customer Administrator who may have forgotten it. This will be sent to the address currently selected in the user s details Impersonating a User This is a useful facility if you wish, as Reseller, to access a user s other settings. Click on the icon which will immediately log you on to a new session as this user. You will notice on the top right of the web page that your name has been replaced with the name of the user followed by (Impersonated). While impersonating this user you may examine and reset any of their settings. You may also access the Voice mail, Faxes and Call History of the impersonated user. Once you have finished impersonating a user simply click the logout word on the top right of the web page and you will be returned to your own account. Copyright MyPhones Ltd 32/46

33 6. Managing Customer Phones Select; Phones Phone Maintenance This option has similar functionality to the Customer Phone Details option of Account Maintenance but is geared toward controlling specific phones rather than users, which Administrators (especially those from a PBX background) may find more straightforward and useful. This panel gives summary information about the phone, the Features Enabled and allows Actions to be performed to delete the subscription, change the codec or export a PDF file with the asset details of the phone. The Features Enabled column details the Call based and Other features that are either allowed by the subscription level of the phone number or which have been switched on by the Customer Administrator or the user themselves. Simply hover over the appropriate icon to see a list of the features. Hovering over this icon indicates which call group(s) this number belongs to Cancel Phone subscription Click on the icon if you wish to cancel the subscription of this phone. You will be issued with the following warning: IMPORTANT: This operation will bar the phone from making and receiving calls, cancelling the subscriptions associated with this user. In addition, if this is the users last phone, they will not be able to logon to the portal web site. Are you sure you want to proceed? If you proceed you will get the following message: The subscription for number.. has been cancelled and the phone has been barred. The user s phone status will now display deleted and a confirmation will be sent to the user and the reseller Change Phone Codec You can change the Codec used by the customer s phone between G729 and G711. The icon displayed indicates the current Codec and hovering over it confirms the setting. indicates a G711 Copyright MyPhones Ltd 33/46

34 setting and indicates a G729 setting. Clicking on these icons will switch the setting to the other value. The default setting is G711. The implication of switching Codecs is apparent in the quality of the call and the bandwidth it takes up. G711 gives the highest quality of voice call and is the standard for PSTN, but will minimal compression it takes up approximately 2.5 times more bandwidth than G729 which is more highly compressed but gives good mobile phone type call quality. The choice of which codec to use will be a factor of the speed and number of the customer s ADSL connections Phone Registration History You can view the log of recent SIP registrations the phone has made with the service by clicking on where this is available (number types such as Virtual Numbers won t have this option). The information in this log can be used to provide some context to the operation of the phone and can help to identify issues such as poor internet connectivity (see the Alerts column), multiple phones attempting to use the same CLI (see the User Agent column) etc. NOTE: This feature is only available from Phone Maintenance. Copyright MyPhones Ltd 34/46

35 6.4. Phone Asset Details Clicking on the icon will download a PDF file giving the asset details of that particular phone number. It shows information like: Associated subscription type Status (active, disabled, pre-provisioned etc.) Owning user (unless not allocated to a user) The users Company name Recent registration, provisioning and call attempts Where the number is associated with a real device (i.e. a physical phone), the specifics of this phone are shown e.g. the line (port) onto which the phone number is currently programmed. Finally the billing information is included, showing when the phone was initially brought into service, any subsequent monthly billing activity etc. Copyright MyPhones Ltd 35/46

36 6.5. Export Installation Address details Select; Phones Export Installation Addresses This option allows you to export the address information associated with all active phones into a file with a format suitable for uploading to your SIP Trunk Provider. Choose the format of the data you require from the dropdown list of supported SIP Trunk Provider formats, and then press the icon to download the file. Copyright MyPhones Ltd 36/46

37 7. Resellers Management This set of menu options allows the Reseller to amend their account details, check on the status of their customers phones and portal activity, as well access the current billing information stored on the system, their stock levels etc Change Password Select; Resellers My Reseller Change Password This facility allows you to change the password of the Reseller Administrator user account. The form requires you to enter your existing password and then the new one you wish to change it to. It will ask you to confirm the new password. An idea of password strength will be given and passwords deamed too weak will not be allowed. Copyright MyPhones Ltd 37/46

38 7.2. Reseller Settings Select; Resellers My Reseller Settings This panel establishes your contact and trading details as a reseller. It also gives information about your associated SIP trunk(s). Hovering over the icon provides content information about each field to be completed. Copyright MyPhones Ltd 38/46

39 7.3. Reseller Status Phone Status Select; Resellers My Reseller Status Phone Status This powerful facility provides a graphical status of all, or specified, phones supplied by you. This enables you to keep a constant watch on the condition of your subscribers. You can search for, and display phones under the following criteria: All Phones Trying / failing phones Unregistered phones Unprovisioned phones Phones with registration alerts Phones with router alerts Phones with provisioning alerts Which can be further characterised by: All users Companies like Resellers like First names like Surnames like Numbers like Devices like MAC s like IP s like Hovering over any particular phone icon will bring up a panel giving the full details of the phone, number and connection. Copyright MyPhones Ltd 39/46

40 Hovering over the icon will give you an explanation of the alert types. Portal Activity Select; Resellers My Reseller Status Portal Activity This sub menu provides a variety of information the usage of the portal website under 2 tabs: Site Activity This has 3 sub-tabs: Summary shows how many users are currently logged on and how many logons there have been over a number of time periods. Active Sessions - shows who is currently logged on, their IP address and which browser they re using. Session History shows the history of logons and the duration for which they were connected. User Information This tab shows the statistics of Reseller membership today, yesterday and active as well as the number of web portals currently active. Copyright MyPhones Ltd 40/46

41 Problem Log Select; Resellers My Reseller Status Problem Log This problem log is similar to that available for a particular customer under the Account Maintenance menu, however in this instance it covers all of your customers. First select the category of problem you want to examine choosing between All problems or those just associated with Broadband, Router or Phone. Then select a date range which mustn t exceed 7 days. The system will then display any issues that have arisen in that time period. Hovering over the icon in the Title column will give more details of the issue and clicking on the icon will display a panel with a summary of what the issue means, an explanation and some possible resolutions. Typical problems that may occur are: Broadband stability (ADSL line dropping and re-training etc.) Phones failing to register, registering too frequently or unable to register reliably Poor quality of calls owing to high packet loss. You can export your problem log in 3 different formats - either as a comma-separated-values (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spread sheet, or as an XML or PDF file. Copyright MyPhones Ltd 41/46

42 Stock Levels Select; Resellers My Reseller Status Stock Levels In the Altos provisioning model, Resellers and their agents (sometimes known as franchisees) hold phone stock themselves which will have been pre-purchased and pre-registered with the Altos system. Orders placed will be fulfilled locally from this stock which means that stock levels will need to be replenished periodically. As a result, the system provides a way for a Reseller to check their stock levels and those of their agents. The panel above shows the available counts against each type of unallocated equipment Altos believes is held by the Reseller / Agent. It can be used to give you a view as to when you should order more stock. The system also allows a Reseller Admin to add stock to a given Reseller / agent either individually or as a batch. The grid shows the count of currently available stock of each product type. As a Reseller Administrator, you can move stock between your Reseller and any of your agents. The icon allows you to reassign ownership of stock between your own Reseller and your agents. You also have the ability to add your own stock to the system and assign directly to your Reseller or an agent. Click on the icon to provide information about a single device you wish to add: You can choose the device type, add the MAC Address and Serial Number of the device, indicate the stock owner and, optionally, add the name of the supplier of the device. When you press the before the data is saved. icon, MAC Address and Serial Number validation checks will be performed If you have many devices of the same type that you need to add to the stock list, you can choose to import the devices from a file that you prepare for upload: Copyright MyPhones Ltd 42/46

43 You can choose the device type, indicate the stock owner and, optionally, add the name of the supplier of the device. You then select the name of a file you have prepared which will contain the MAC Addresses and associated Serial Numbers. The devices listed within the file must all be of the same type. The format of the file is relatively flexible you just need to provide the MAC Address followed by a comma followed by the Serial Number for each device you wish to import on a new line. For example: MAC Address, Serial Number , SN , SN Or MAC Address,Serial Number ,SN ,SN Or just: ,SN ,SN When you press the upload icon ( ), MAC Address and Serial Number validation checks will be performed before the data is saved. You can export the actual detail of the available stock (including MAC Address, Serial Number and date loaded on the system) in 3 different formats - either as a comma-separated-values (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spread sheet, or as an XML or PDF file. Copyright MyPhones Ltd 43/46

44 SIP Trunk Activity Select; Resellers My Reseller Status SIP Trunk Activity This facility allows you to check the current months activity on the SIP Trunks you own and compare them with usage in previous months. For each of the months shown, you can see the maximum concurrent channels that have been in used in that month as well as the total number of calls made across the month. You can export the activity information in 3 different formats - either as a comma-separated-values (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spread sheet, or as an XML or PDF file. Copyright MyPhones Ltd 44/46

45 7.4. Reseller Billing Product Billing Charges Select; Resellers My Reseller Billing Product Billing Charges This table lists the charges levied on the orders you have placed. The information covers initial order charges, recurring charges such as monthly subscriptions including discounts, call recording storage charges where appropriate, and extra hardware you purchase. Hovering over the Company item will give you the owning Reseller or Agent (sometimes known as Franchisee) of that Company. You can export your billing history in 3 different formats either as a comma-separated-values (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spread sheet, or as an XML or PDF file. Call Billing Charges Select; Resellers My Reseller Billing Call Billing Charges (CDRs) Only unrated Call Data Records (CDRs) can be produced by MyPhones from their soft switch and is set up specifically for each reseller by prior arrangement. Please contact MyPhones for further details. Copyright MyPhones Ltd 45/46

46 8. Reseller Maintenance Select; Resellers Reseller Maintenance This panel allows you to administer your sub-resellers. This gives brief details of your sub-resellers using criteria from the pull-down list. Sub-resellers can only by set up for you by MyPhones, so please contact us in this instance. Under actions you may disable a selected Reseller Administrator user account by clicking on the icon. A disabled Reseller account is shown as. You can re-enable the user account as required. You can export your sub-reseller list in 3 different formats either as a comma-separated-values (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spread sheet, or as an XML or PDF file. Copyright MyPhones Ltd 46/46