Requesting 911 Stickers via IntegraCare User Guide

Transcription

1 Requesting 911 Stickers via IntegraCare User Guide

2 Copyright This document is copyrighted by Integra Telecom, Inc., with all rights reserved. Under copyright laws, this publication may not be reproduced in any form, in whole or in part, without the prior written consent of Integra Telecom, Inc., SE 34th St., Building One, Suite 100, Vancouver, WA The information contained in this publication is proprietary and confidential and is subject to change without notification Integra Telecom, Inc. All rights reserved. The Federal Communications Commission requires providers of voice over internet protocol (VoIP) services to advise their customers about the limitations of VoIP 911 service, and that calling 911 from a VoIP enabled phone is different from a traditional phone system. For example, you may need to take steps to ensure that the 911 operator is able to identify the physical location for all phone stations that can be used to dial 911, and VoIP service may not work during a power outage or when internet connections are disrupted or become overloaded. In addition, providers of VoIP service must distribute warning stickers to all customers, and instruct customers to place them on or near the equipment used in conjunction with the interconnected VoIP service. Integra has provided, and you have acknowledged, receipt of Integra s 911 Emergency Service Advisory for VoIP services and VoIP-enabled solutions. Integra has also provided warning stickers for your phone stations and other VoIP equipment. This document provides instructions on how you may order additional warning stickers, if needed. WARNING: VoIP SERVICES, WHICH CAN INCLUDE HVS, SIP, DIDs, MARKET EXPANSION DIDs, AND OTHER VOIP-ENABLED SOLUTIONS, MAY NOT ALLOW YOU TO DIAL 911 AND REACH E911 SERVICES IN CERTAIN SITUATIONS; DEATH OR SERIOUS INJURY MAY OCCUR IF CUSTOMER DOES NOT HAVE AN ALTERNATIVE MEANS OF REACHING E911. 2

3 1. Requesting VoIP 911 Advisory Stickers Below are the instructions for how to request additional 911 Advisory Stickers that will be placed on or near the VoIP service phone. Start with logging into your IntegraCare account Login to Your Customer Account If you do not have an account, use the Create Account link under the login credentials form. From there you can create an account using your Account Number and PIN. 3

4 1.2. Navigate to the Trouble Ticketing Section From the main landing page on IntegraCare, go to the My Services menu and drop down to the Trouble Tickets page. 4

5 2. Create a Ticket To request 911 Advisory Stickers, please open a service request ticket from IntegraCare; From the Trouble Ticket screen, click on Create Ticket to begin the process of opening a new Service Request ticket. An interactive ticket creation screen will appear. 5

6 2.1. Fill Out Ticket Creation Window Follow the directions for creating a ticket (see below) 6

7 Select the VoIP Service Select service by clicking on the dropdown box and then selecting the VoIP service. The dropdown contains your customer account name, subscriber ID, circuit ID (where applicable), service name/description & service ID appended together in each line. Select the VoIP service to which you have subscribed Confirm/Change Your Customer Contact Information IntegraCare pulls your contact information from your profile, but you will need to confirm that your contact information is correct in the event a technician needs to contact you for more information, or for follow up Access Information Time That You ll Be Available Select Any Time Problem Description Service Issue - Select Service Request from dropdown list Short Description Enter 911 Advisory Sticker Request Issues Details/Symptoms - Provide the quantity of requested 911 stickers, as well as to whom and where you want the stickers to be mailed. Example: Quantity of 911 Stickers: 10 Mail to: ABC Company Attention: Jon Doe 123 Main Street, Suite 100 Denver, CO Create Ticket Select Create at the bottom left of the screen to submit the request Confirm Submission of Ticket Confirm that your ticket was successfully submitted and you have received a pop-up window confirming the successful submission. 7

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9 3. Track Your Ticket From IntegraCare, you can track the status of your service request ticket, get updates from the technicians through the portal, and add notes. 9