Business account Manual and FAQ

Transcription

1 Business account Manual and FAQ The information contained in this document is the property of Sunrise Communications AG for Sunrise and is proprietary and copyright material. This information and this document may not be used without the express authorization of Sunrise Communications AG/Sunrise. Any unauthorized use or disclosure may be unlawful.

2 March 2017 / /25 Content 1 Introduction The Business account (SBA) Access Main Navigation Home Account Administration Invoice Reports & Documents Service Management Support FAQ Business account What is the CSV-Format? How can I open a CSV file in MS Excel? How can I delete an SBA Sub-Account (other profile)? What is a Trouble Ticket?... 25

3 March 2017 / /25 1 Introduction The Sunrise Business account (SBA) serves the Business Customers to view some further details and use some functions for the Sunrise services under contract online. According to the services, different functions and reports are available. All Sunrise Customer can use the SBA, creation and usage is free of charge. SBA is a platform, with which further information to services can be found and some further dedicated and specialized applications can be accessed (some of the additional functions are subject to additional costs). Main functions of SBA: - Main Profile Business account user. With this, additional sub-profiles for the Business account can be created as needed - Electronic invoice (e-bill; pdf) - Access to the Sunrise cost manager for invoice details (Basic, Premium) - Business IP remote: User administration - Access to the Sunrise Service Monitor, for data and internet services - Access to the Sunrise Service Performance Monitoring (SPM) tool - Firewall change request form - Business Numbers change request form - Access to Business numbers configuration application Mobile self-services: - Lookup PUK for your mobile subscription in order to get the PIN code - Change name of a mobile subscription - Change SIM card for a mobile subscription - Suspend/Unsuspend SIM Card - Order a new SIM Card (Activation through Customer Support ) System Requirements: In general, the most common browsers are supported, especially Internet Explorer and Firefox. For some specialized and dedicated applications, a specific browser may be required. It will be pointed out where applicable further on in this document.

4 March 2017 / /25 2 The Business account (SBA) 2.1 Access Please use the following navigation: => Menu: Business customers > My account => Business account. You may as well use the direct short cut Your Business account is available in English, French, German and Italian. During the first login, or after the browser cache was emptied, one has to use next to username and password as well a captcha code. The communication of this sensitive information, and the ongoing data traffic, is encrypted. If one looks at the browsers further information one sees, that a strong encryption with minimum of 128 bit is used. SBA closes the active session after 10 minutes, if no actions from the user took place. Remark: It is advisable, that the browser cache is emptied after using the SBA > Forgotten password: If you forgot your password, you may reset it with this link. Please follow the instructions sent to your address. Please make sure, that anytime your SBA profile address is up to date. Under menu Support, you find as well a description how to reset your password. Remark: If you cannot access your Sunrise business account, please contact your Account- or Service Manager or call us for incidents at the toll-free number Thank you.

5 March 2017 / /25 Two-factor authentication via SMS for your Business account (SBA) The two-factor authentication using an SMS-supplied code for logging into your Business account (SBA) increases security (this two-factor authentication at login is optional). The Business account's administrator can activate this feature in your personal information: => Administration => My Profile => Personal Information: activation of SMS-supplied code for login Login process with two-factor authentication: Login: (Business account user name): First, enter the valid password (Business account password). Then enter the code you received by SMS into the entry field. Comment: If two-factor authentication is activated, a valid mobile phone number must be listed for every login profile (under administration: My Profile and all other profiles). Valid mobile phone number formats are: or or

6 March 2017 / / Main Navigation After login, the start page shows your accounts with naming and City (My accounts), your SBA ID (SBAxxxxx) and your available direct shortcuts to access either the invoices page, the Voice direct configuration tool or the Sunrise Service Performance Monitoring (SPM) tool. The NEWS window displays some important information or direct links to specific documents. On the left side is the navigation and menu section, all described in more detail below. 2.3 Home Start screen after Login On the left side the main navigation is shown, on the right side the relevant content in context to the chosen navigation; for Home this is: My accounts SBA ID => one per Business account Account-Nr (1 or many); Name (account name); City and Function goes to Invoice page (if available) Function goes to Voice direct configuration (if available) Function goes to Sunrise Performance Monitor (SPM) (if available) 2.4 Account Right side after login, terminology: The Account is the entity; to which services/subscriptions are attached and installed to and where an invoice is issued yet not every Account must have an invoice. Every account does have a unique number as identity (Site-ID in Sunrise terms, or as well customer number). This serves in order to structure the services under contract. Usually, the customer number does as well carry the invoice for its services. Often, account numbers are used to reflect customer individual groupings like: all voice services in one account, all mobile services, all data services, all region north services etc. One of the account numbers is the Main Account. The main account holds the credentials for the SBA main-admin; the main user can issue n* sub-admins.

7 March 2017 / / Administration User Management => Main Profile On the left side in the sub-navigation you find your main admin profile My Profile (only Main Admin Profile: sees as well the dialog to create sub-profiles and sees created sub-profiles in Other Profiles ). The main profile (the main administrator profile installed by Sunrise) manages the SBA customer Business account access with its relevant content provided. There is only 1 main profile. The main profile holds the credentials for the SBA main-admin; the main user can issue n* sub-admins (Other Profiles). (The sub-profiles do not see Other Profiles navigation menu) My Profile Let s have a look to My Profile. You see your personal data. You must keep this information always accurate and you can adjust it by yourself. This is very important, as this data, especially the Address, is used to re-issue a password. You can Edit the information using the > Edit button You may correct your data, follow the on screen dialog: Rules: First Name: 1 to 30 letters / Last Name: 1 to 30 letters Login: Name with 5 to 20 characters Password shall have at min. 3 numeric characters and shall be 5 to 30 characters long. The address can have 6 to 80 characters

8 March 2017 / /25 Access to sites and functions Your access to Sites (account or customer numbers) are visible here, installed by Sunrise, in order to manage the SBA access with its relevant content provided. There is only 1 main profile per SBA. Some information further below can be adjusted for sub-profiles by the main profile. For the main profile, the fields and functions are installed by Sunrise. > Show permissions Below as sample the installed features for a main customer profile, it cannot be adjusted: > Profile audit, Site audit In the audit trails, recent changes to profiles are visible to the users: Profile Audit: Site Audit

9 March 2017 / /25 Other Profiles The main profile can create and manage sub-administrators for SBA. A sub-admin profile cannot create sub-users. When creating a sub-user, access to sites and several functions can be activated for that particular sub-user; the following graph shows the creation of a new sub-admin profile Dialog: Creating a sub profile (sub user) for the Business account: Confirm the new profile by using the > Save button, otherwise, adjust as needed with > Edit :

10 March 2017 / /25 You will find the new Profile listed in the Other Profiles With > Edit you can adjust the personal data of the profile, but you can as well configure the access to the sites and the functions of a site With granting access to a Site ID, you can afterwards adapt the available functions for this Site, again with > Edit. With marking the field, the permission is granted (no save button).

11 March 2017 / /25 Please note: If permission for a user is granted for 'customer service documents', it is visible in all sites/account numbers; it is a global access parameter. Depending on the customer solution, different functions for sites are available:

12 March 2017 / / Invoice You will find here your last 6 monthly invoices. Please select the customer number you want to look at with the drop-down menu. To open an invoice please use the "PDF"-Icon. Access Sunrise cost manager On the left side you find the 2 sub-menus >Invoice and >Sunrise cost manager. Please use the with a click to access the Sunrise cost manager directly or use the menu >Sunrise cost manager navigation on the left side. The *.pdf file corresponds with the paper bill you may have as well ordered from Sunrise. However, the Sunrise cost manager contains more available details with an online drill-down function and with *.csv formatted files in addition to your paper/pdf bill. Business cost manager basic. The free-of-charge version offers you the chance to view bills electronically with a handy sorting function, among other advantages: Graphic presentation of the development of your telecommunication expenses You last six paper bills as PDF files Rapid recognition of expensive and long calls using the sorting function Download of billing data in Excel (CSV file) Business cost manager premium. If there are high connection volumes or a large number of services, this version offers an efficient way to keep costs under control: Data availability over 24 months (last 6 months with call details) Pre-defined and own analyses with automatic dispatch to recipient Depiction of the cost center hierarchy of your company and analysis at every level Add individual TAGS to any service for even more individualized reporting

13 March 2017 / / Reports & Documents Depending on the customer solution, additional reports will be displayed here: Customer Service documents For some named customers, customer service documents are available here for reference. (Customer cannot upload any documents). Please note: If permission for a user is granted for 'customer service documents', it is visible in all sites/account numbers; it is a global access parameter. Business Nr. CDR monthly and Business Nr. CDR daily reports Here, HTML based reports, if available, are provided as CDRs for Business Number Services on a monthly basis and as *.txt files on a daily basis. Please note that the reports available here may differ from your actual bill, since they are based on infrastructure data. For example, failed calls might be shown here but not on your invoice since they are not relevant to billing. This means that the reports provide connection data information. Additionally, data from the previous day are sometimes shown more than one day later depending on the Sunrise partner involved. Therefore, you cannot rely 100% on the daily and monthly reports and should never use them for final billing. Sunrise will send you the final data after mediation in the form of an invoice on a monthly basis.

14 March 2017 / / Service Management Access to specific tools, forms and applications are found here, please see the folling pages, where every menu item is explained: Mobile Self Services You can look-up the PUK, SIM and current name of a mobile subscription here and change name or SIM card. Block SIM card: By blocking (suspending) the SIM card you prevent unauthorized parties from phoning or using services which are subject to charge on your mobile in the event you should lose it. The blocking carried out by you can be removed at any time. Remarks to the online SIM change function: For Multicard subscriptions only the main SIM can be changed, for prepaid SIMs, this function is not available. Please contact your account- or service manager for further details. Please note: SIM cards ordered online in Business account (SBA) must be activated by Sunrise, please call the Customer Support in order to do so. Please refresh the on screen view after the change with the > Search (Refresh after changes) button.

15 March 2017 / /25 Change the subscriber name: Change the subscriber name, confirm with > Save. Change may take up to 30 seconds. The new name will be displayed after the successful change. Remark: On the invoice and in cost manager, the new name will be adjusted with the next bill cycle only, beginning of the month for the previous month this is. On screen in SBA, the new name is displayed directly from the DB, as changed online. SIM card change: follow the dialog. SIM cards in pending order, sub-cards from Multicards and prepaid cards cannot be changed online. Please contact your account- or service manager for further details. After the change press > Save. Allow the system up to 30 seconds for the change.

16 March 2017 / /25 Business IP remote With Business IP remote you can manage your access for your remote connections to a defined IP VPN. Availability: Business IP remote is usable for all registered users, which are configured for a specific customer IP Remote Gateway (Domain). Access via PSTN dial-in or via mobile data. Sunrise configures an Administrator-Login per Domain. With this, more users can be added. Functions and Features of IP remote users (according to customer configuration) Manage user data Manage access rights IP-Address management, (static, dynamic address IP Pools) Activate/deactivate VPN-access Create/delete users Reset passwords (per users, or many user at the same time) Export user data Details to the available data fields User name: always ends with configured domain name (e.g. muster@sunrise-testlab.vpn) First name, last name, or ID1, ID2: can be used for individual customized marking, e.g. add a telephone nr. etc. (z.b ) Authorization = Rights of a single user in the admin tool («read-write», «read only», «none») VPN Access: can be configured in this field to activate/deactivate VPN-access Firewall change request Online-Form to request Firewall changes

17 March 2017 / /25 Business numbers change request Online-Form in order to request changes in the business numbers configuration. Business numbers configurations This link will lead you to a dedicated tool so that you can configure your Business numbers. The Olympus GUI is a browser-based online application for managing and maintaining database information, which can be accessed via the application within the intelligent call routing system. After logging in, you can create and manage routing plans for service numbers with the help of numerous options. Voice direct configuration With the new self-service portal for Voice direct, customers can configure and change the voice access online. Key features: Top-Stop function as call charge limit, for threat protection by uncontrolled calls, e.g. during a hacking attack Individual call forwarding, according caller nr, as well taking into account current state of your pbx. Set rules for actions, like e.g. alarm, do not disturb, call forwarding Current call history of the access

18 March 2017 / /25 Service Performance Monitoring (SPM) The Service Performance Monitoring (SPM) tool from Sunrise is a web based IP service reporting tool. It reports in near real time the performance and availability for Sunrise IP Services like Business IP VPN, Business internet direct, Business secure internet access, Layer 2 Services like E-LAN, E-Tree and E-Line as well as Business voice SIP trunking services (for large customers). See the dedicated documentation in the menu Support under the navigation Manuals & Information for the SPM. DDOS Protection GUI Business DDOS protection is an Internet security service that mitigates the effects of a DDOS attack. It is an add-on service to the existing portfolio of Sunrise internet services. These are namely: Business internet direct Business secure internet access Business DDOS protection is the perfect solution to protect services against attacks. For the fixed service fee, the traffic to your e-commerce services and applications will be scanned for DDOS attacks and worms. Here you find your dedicated access to the WebGUI which monitors this traffic and it will allow you to instantly activate a Threat Management System that removes malicious traffic. Arbor with its specific solutions protects more than 70 percent of the world s ISPs backbones and peering edges. With the Peakflow SP we expand this protection to our customers, in order to protect them from new threats like DDOS attacks, Botnets and worms, and as well for network problems in traffic or routing instability. Leased Line Pricing Tool This tool allows customers to issue leased line pricing request directly out of SBA. It is available only to the specific customer segment of wholesale. Managing of Emergency Data In this section, large Sunrise SIP trunking customers can assign individual location addresses to each of their numbers. This means that calls can be routed directly to the emergency numbers of the units responsible for a particular region. The customer can also upload a file (based on a preset matrix). To do this, select your customer account: Then select the appropriate service from the available options:

19 March 2017 / /25 The phone numbers assigned to this service are now displayed. The address matches the emergency region you indicated when you ordered the phone number block. This means that emergency calls are routed based on this information unless you specified exceptions. Entering exceptions: Select a number range and already established location exceptions within this range will be displayed. You can now configure entries for an individual number or for several numbers by uploading a csv file.

20 March 2017 / /25 First, select a number for which you would like to define a different location. Then enter the desired address. The application will assist you with this. If there are no house numbers on this particular street, deactivate the house number field by selecting the No house number box. The special zone is filled in based on basic OFCOM data. If the street/address used was created only recently, the prompt Please select will appear. The special zones available for this particular town are now displayed. Contact your Village Hall to find out which zone the address belongs to and continue. If your employees are mostly on the go and rarely work at the stated address, select Yes for Nomadic use. Emergency calls are routed based on the address in the system, but the emergency responders are made aware that they have to check with the caller regarding their location. Confirm that the information you entered is correct and send the configuration. Your request will now be forwarded for processing. After a few minutes, the entry will appear in the category Established exceptions. Using the appropriate buttons, you can change or delete the established exceptions or export them to an Excel file. File Upload supports the same functionality: Add a new exception ADD Modify an existing exception UPDATE Delete an existing exception DELETE

21 March 2017 / / Support In this section you have access to contact and support information Contact & Support Brings you to the general contact page and, very important, to the Business Support, 7x24h, with technical assistance. Manuals & information Guides you to manuals, news and FAQ s Ticket and Ticket List This is the real time trouble ticket feature for online ticket creation, commenting tickets, see open and closed tickets. If you have an urgent incident or outage, you are advised to call directly the 7x24h Technical Competence Center for Support, Tel: / Fax Please have your Account Numbers, SBA ID and Service ID s ready. Create Trouble Ticket. You may use the generic SBA Service ID (SBA xxxxx) if your product cannot be found:

22 March 2017 / /25 After the Service/Product has been found, the ticket creation dialog can start. You may use the TAB in order to proceed to the next field. The fields with * are mandatory fields. With continue you proceed to ticket creation:

23 March 2017 / /25 You will get a preview for a last check: After sending you will find the tickets sorted by date, latest on top, in the Display Ticket List menu, you may as well filter the tickets by the Site ID s (account numbers):

24 March 2017 / /25 Using the function display shows you the ticket details. You may add a comment to the ticket. The Ticketing page gives you as well an overview of recently closed tickets and a ticket archive for your reference, can be downloaded *.pdf or *.csv:

25 March 2017 / /25 3 FAQ Business account 3.1 What is the CSV-Format? Short for Comma-separated values, CSV is tabular data that has been saved as plaintext data separated by commas. Because the CSV is plain-text it makes the data easy to import into any Spreadsheet program or database regardless of what type of computer or software program you are using. 3.2 How can I open a CSV file in MS Excel? If Microsoft Excel has been installed on your computer, by default CSV files should open automatically in Excel when the file icon is double-clicked. If you are getting an open window prompt when opening the CSV file, choose Microsoft Excel from the available programs to open the file with. Alternatively you can open Microsoft Excel and click File, Open, and select the.csv file. If the file is not listed make sure to change the file type to be opened to Text files (*.prn, *.txt, *.csv). If all data is in the first column, use the Text to Column feature. With this, you can separate comma separated values into columns. To do so, select the column with the data and then click the *Text To Columns option* in the Data Tools group. Excel does a good job of assessing what the data needs. In this case, the values are delimited. That means, a character separates the values. The default delimiter is the Tab. Check Semicolon and uncheck any others (if necessary). When you do, Excel previews the change. Pay attention to this display because it'll alert you to problems. 3.3 How can I delete an SBA Sub-Account (other profile)? An SBA Sub-Account can be deleted with setting the profile status to SUSPENDED. 3.4 What is a Trouble Ticket? If an incident is raised, Sunrise Technical Support (TCC - technical competence center) opens a Trouble Ticket (TT). The Trouble Ticket holds all necessary details in order to process the ticket and track the detection, reporting and resolution of some type of problem. A defined process is followed to solve a customer Trouble Ticket. After solving the incident (problem), the TT will be closed.