CALNET 3: AT&T BusinessDirect for Managed Router Services (MRS)

Transcription

1 CALNET 3: AT&T BusinessDirect for Managed Router Services (MRS) Version AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

2 What is AT&T BusinessDirect? AT&T BusinessDirect is a single unified web based portal used to access support applications for AT&T Services. It provides easy access to tools and information to enable registered users to manage their agency s network infrastructure more efficiently. Managed Router Services (MRS) are those devices which AT&T proactively monitors to quickly discover, track and resolve outages and network issues. 2

3 Covered topics Accessing AT&T BusinessDirect Report and Track Troubles Searching tickets Displaying ticket search results Managing and updating tickets View BusinessDirect Map Displaying inventory Viewing open tickets Viewing router detail Reports Troubleshooting Questions and answers 3

4 Accessing AT&T BusinessDirect 4

5 Logging into AT&T BusinessDirect 5 Go to Enter Username and Password to log into AT&T BusinessDirect.

6 AT&T BusinessDirect home screen 6 Displays registered applications, summary status of trouble tickets, and access to AT&T BusinessDirect Chat Live feature.

7 Report and Track Troubles 7

8 Report and Track Troubles Report and Track Troubles allows the creation and retrieval of trouble tickets with extensive filtering and sorting, as well as the ability to view, modify and request status on individual tickets. 8

9 Managed Services Trouble Reporting Home v u 1. Check the status of a ticket. 2. Change the local time zone to match your location. 9

10 User Attributes u v 1. Select from the Available Services the default selection is All. 2. Select from the Available Org Groups they must be added manually. 10

11 Ticket Attributes u v w 1. Select date ranges defaults to the last 30 days. 2. Select Ticket Status the default selection is All. 3. Select Ticket Severity the default selection is All. 11

12 Format Search Results u v 1. Select Available Fields the default selection is All. 2. Select Download Type optional. 12

13 Displaying ticket search results u v 1. Select a specific ticket number to view detailed ticket information. 2. Select Download Type optional. 13

14 AT&T Ticket Summary AT&T Ticket Summary provides key details of Customer Information and Ticket Information for the selected ticket. 14

15 Testing & Dispatch Authorization u v 1. A response must be selected in each of the three boxes even though the fields are pre-populated. 2. Select Update button to proceed. 15

16 View Ticket Notes Select the More button to expand the notes window to display the complete notes section. 16

17 View Ticket Notes expanded Screen displays the expanded Ticket Notes section. Select the Close Window button to return to the View Notes screen. 17

18 View Ticket Details v u w 1. Select the Show button to display Ticket Details. 2. Ticket Type displays how the trouble was detected. 3. Select the Hide button to close Ticket Detail section. 18

19 View Ticket Details continued u v w 1. Displays Severity of the ticket. 2. Trouble Description displays the date / time the system first detected issue time is recorded in GMT. 3. Ticket Opened after three additional query polls (each two minutes apart) are sent to the device with no response. 19

20 Help u v w 1. Quick help on the selected section can be accessed by clicking the question mark. 2. Selecting Help will provide access to General Help and Application Tutorial. 3. Chat Live Now initiates an online chat session in real-time with an AT&T BusinessDirect expert available 8am-8pm EST. 20

21 View BusinessDirect Map 21

22 View BusinessDirect Map View BusinessDirect Map provides a graphical view of Managed Router Service (MRS) status and inventory details. 22

23 BusinessDirect Map home screen u v w w Note: Map refreshes automatically every 3-4 minutes. 1. Ordering Status and Network Status dimmed gray, not used for Managed Services. 2. Maintenance Status illuminated icons indicates activity that warrants your attention. 3. Interactive map allows user to zoom and move the map view using directional icons. 23

24 Displaying inventory v u 1. An individual site may have multiple routers and other CPE. The clustered site displays a number of how many individual sites are grouped together in the same geographic area. 2. Double-click a cluster to view the individual sites and choose the individual sites to view. 24

25 Search for location Go to Search > Location, add search criteria and click Search. From the resulting List of Locations, select the site and click Show Inventory. 25

26 Inventory information u v 1. Click on an individual site. 2. The Inventory Information will appear to the right of the map, displaying the site address and the router name. 26

27 Viewing open tickets u v w 1. Non-green icons indicate these are warnings, alarms, or open tickets associated with the site. 2. The Maintenance Status icon will also change color. Click icon to view ticket status. 3. A brief summary window opens displaying ticket status and severity. 27

28 Viewing router details v u 1. To view details about a specific router, click on the router name under Inventory Information and choose Show Details. 2. Router details, such as model and location, will open in a separate window. 28

29 Reports u v 1. Customer Premises Equipment Summary Report can be accessed by clicking Reports > Inventory Reports > CPE Summary Report. 2. The CPE Name is the AT&T-name for the router. Selecting the hyperlink displays the router details. The customer s router name is displayed in the AT&T Alias column. 29

30 Troubleshooting u v w 1. Click on the Control Panel icon. 2. Verify at least one Org Group (agency) is listed under Selected Accounts. 3. Select Show Map to refresh map view. 30

31 Help Under the Help menu, within the BusinessDirect Map, there are various tools for additional support. 31

32 Help continued u w y v x Help provides online help organized by topic. Click on the associated link for help. 2. Legend explains the shapes and colors used for the map icons, inventory tree and status indicators. 3. CktID Details provides a list of service codes to help you identify the type of circuit used in your network and an explanation of the Common Language Circuit Identifiers (CLCI). 4. Feedback provides access to a form where you may provide your input during a map session. 5. Contact Us displays the AT&T BusinessDirect Map support phone number. However, the preferred method for support is using the Chat Live Now feature.

33 Additional support AT&T CALNET Training AT&T CALNET Technical Support CALNET ( ) Please complete our survey. 33

34 Questions and answers 34

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