CCM / IPT-Hosted Service Definitions

Transcription

1 CCM / IPT-Hosted Service Definitions Customer Type Description Billable Service Parameters Gold Call Center (Supervisor/Agent) OET will complete service additions / feature changes Monday Friday, 8:00 a.m. 4:00 p.m. and according to OET s published projected service delivery timeframes. If service changes need to take place outside these hours, they will be scheduled based on the service request and other service fees may apply. OET provides all service changes on service delivered (a COSWeb order is required to OET). This includes: Install, change, deletion of call center IPT devices Service changes relating to call center IPT devices, i.e., name changes, change of voic box user. Re-skill of agents from one skill group to another. Service delivery charges apply for work completed within this classification. Service change request for new 911-switch or reconfiguration is billed on a time and materials basis. Service changes to update an existing 911-zone for service notifications are not billed until a complete design or reconfiguration takes place. Installation charges are billed on a per device basis. Changes are billed on a per device basis. Re-skill of agents will be billed on a per agent basis. Silver Call Center (Supervisor/Agent) Customers in this classification have elected to be trained on the ability to re-skill agents from one skill group to another. Customers are not permitted to create, change or delete supervisors or agents. OET will complete this required task. A Silver customer can choose to ask OET to perform the agent re-skill. If OET does so, the applicable one-time charge applies (Service Change Fee 1). OET will complete service additions / feature changes Monday Friday, 8:00 a.m. 4:00 p.m. and according to OET s published projected service delivery timeframes. If service changes need to take place outside these hours, they will be scheduled based on the service request and other service fees may apply. OET provides all service changes on service delivered (a COSWeb order is required to OET). This includes: Install, change, deletion of call center IPT devices. Service changes relating to call center IPT devices, i.e., name changes, change of voic box user. Service change request for new 911-switch or reconfiguration is billed on a time and materials basis. Service changes to update an existing 911-zone for service notifications are not billed until a complete design or reconfiguration takes place. Installation charges are billed on a per device basis. Changes are billed either per device, or per change, depending on whether additional licenses are being purchased. July 17, of 9

2 Customer Type Description Billable Service Parameters Gold IPT Customer (regular service; there is no official designation for Gold) OET will complete service additions / feature changes Monday Friday, 8:00 a.m. 4:00 p.m. and according to OET s published projected service delivery timeframes. If service changes need to take place outside these hours, they will be scheduled based on the service request and other service fees may apply. A COSWeb order is required to OET for all changes. OET provides all service changes on service delivered. This includes: Install, change, deletion of IPT devices. Service changes relating to IPT devices, i.e., name changes, forwarding changes, change on ring types, change on ring timer, change of voice mailbox user, etc. Installation charges are billed on a per device basis. Changes are billed per device for the requested change. Silver IPT Customer (no official designation for Silver) Customers in this service classification do not receive a reduction in monthly service charges. Customers in this classification have elected to be trained on the ability to be an IPT site administrator. Customers have been trained on and will follow the rules outlined within this document. Customers in this classification are required to process COSWeb service requests for all billable service changes when adding or deleting an IP device.. COSWeb service requests are also requested for all voice mail changes. OET will need to complete the establishment, deletion or change on a voice mailbox. Silver IPT customers that may have a call center are not permitted to create, change or delete supervisors or agents. OET must complete this required task. Silver IPT customers are able to do the following : Install, change, or delete IPT devices (a COSWeb order is required to OET). Make service changes relating to IPT devices, i.e., forwarding changes, change on ring types, change on ring timer. (No COSWeb order to OET is required when customer makes these types of changes. Note: when changing a name or dealing with voice mail, a COSWeb order is required to OET with required service information so that all needed changes occur. No charge applies. Silver customer are not billed the one-time programming (7570SC2 Service Change Fee 2) per device or port, unless they request OET make the change. The customer will establish what their service delivery time period will be in conjunction with any changes that OET may need to complete for them. If OET is requested to assist or provide service changes, they will follow OET s service delivery timeframe (Monday Friday, 8:00 a.m. 4:00 p.m.). If service changes need to take place outside these hours, they will be scheduled based on the service request and other service fees may apply.) Only if OET makes the requested change: Installation charges are billed on a per device basis. Charge is the Service Change Fee 1 rate. No service charge for voice mail changes. July 17, of 9

3 Rate Information See Current Fiscal Year Rate Schedule for Pricing Product Code Description Service Billed Provisioned Service CCMG01 CCMG02 Gold Call Center Agent Gold Call Center Supervisor Service subscription provisioned to provide metro gateway services. Customers are able to call the metro toll free calling area without an additional charge. Per agent Per supervisor Service is billed per MAC address. Services in this category run on: and customer provided local gateway Service delivered within this subscription includes: A personal telephone line with a voice mailbox. An agent line. Customers receive a listing in the government blue pages of their local exchange telephone directory. Directory listings are provided only in the local exchange telephone directory. Customers are not able to list their telephone number outside of the local exchange carrier telephone directory. CCMS01 CCMS02 Silver Call Center Agent Silver Call Center Supervisor Service subscription provisioned to provide metro gateway services. Customers are able to call the metro toll free calling area without an additional charge. Per agent Per supervisor Service is billed per MAC address. Services in this category run on: and customer provided local gateway Service delivered within this subscription includes: A personal telephone line with a voic box. An agent line. Customers receive a listing in the government blue pages of their local exchange telephone directory. Directory listings are provided only in the local exchange telephone directory. Customers are not able to list their telephone number outside of the local exchange carrier telephone directory. CCMIVR IVR call processing application in English Callers are provided menu options or information without being connected with staff directly. Callers may be connected with staff or a call center after listening to menu options. Per port only If menu options are provided within a call center July 17, of 9

4 Product Code Description Service Billed Provisioned Service that does not connect the caller to an agent, the customer will be billed IVR services. (Examples: Direction menus, office hours and website information.) Rate is lower than ECP in the Voice Mail product. CCMIVR-SR IVR call processing application with speech recognition. Customer must state which language besides English is required. Per port and associated speech recognition resources only Callers are provided menu options or information without being connected with staff directly. Callers may be connected with staff or a call center after listening to menu options. If menu options are provided within a call center that does not connect the caller to an agent, the customer will be billed IVR services. (Examples: Direction menus, office hours and website information.) Rate is lower than ECP in the Voice Mail product. CCMHOT Call Center Hot Seating Call centers with agents sharing an IP device (answering calls during different shifts) require the ability to have statistics on a per agent basis versus just the team. Additional cost to call center agent charge that provides customers the ability to have separate call center statistics on agents if required. Per additional agent ID (call center agent/supervisor charges apply for the first ID) Services in this category run on: and customer provided local gateway IPTA IPT Advanced Subscription IPT service subscription provisioned to provide metro gateway services and PSTN access via assigned local telephone numbers. Customers are able to call the metro toll free calling area without an additional charge. Service delivered within this subscription includes: A primary telephone number and a directory listing within the IP services. Service is billed per MAC address Ex. If three devices are configured with the identical telephone numbers but different MAC addresses service will be billed at # x subscription rate. Services in this category run on: and Greater MN Gateway Secondary telephone number if device is an answering/support device. Only one secondary telephone number permitted. An IP corporate/site directory listing is permitted/allowed with a secondary telephone number with this use. Secondary telephone numbers are unique because they are not associated as a primary telephone number on any other associated IP device. July 17, of 9

5 Product Code Description Service Billed Provisioned Service Service subscriptions that request an IP site directory listing beyond the service parameter listed will be billed on a per line basis. (See ALAPP - Additional Line description) Customers receive a listing in the government blue pages of their local exchange telephone directory. Directory listings are provided only in the local exchange telephone directory. Customers are not able to list their telephone number outside of the local exchange carrier telephone directory. VG248/224 with per port billing could be needed for fax, modems, etc. (analog devices) IPTB IPT Basic Subscription IPT service subscription provisioned over customer provided gateway (FXO/T1). Customers are able to call the metro toll free calling area. Service delivered within this service subscription included: Service is billed per MAC address. Ex. If three devices are configured with the identical telephone numbers but different MAC addresses service will be billed at # x subscription rate. Local FXO / T1 access facility paid for by the customer A primary telephone number and a directory listing within the IP services. Secondary telephone number, if device is an answering/support device function. Only one secondary telephone number permitted. IP corporate/site directory listing is permitted/allowed with a secondary telephone number with this use. Secondary telephone numbers are unique because they are not associated as a primary telephone number on any other associated IP device. Service subscriptions that request an IP site directory listing beyond the service parameter listed will be billed on a per line basis. (See ALAPP - Additional Line description). Customers receive a listing in the government blue pages of their local exchange telephone directory. Directory listings are provided only in the local exchange telephone directory. Customers are not able to list their telephone number outside of the local exchange carrier telephone directory. VG248/224 with per port billing could be needed for fax, modems, etc. (analog devices) IPTHVM Standard voice mailbox subscription Billed on a per box basis July 17, of 9

6 Product Code Description Service Billed Provisioned Service IPTHINFVM Information only voice mailbox Billed on a per box basis IPTHEXTVM Extension voice mailbox Billed on a per box basis EXTMOBP Extension Mobility Provides customers that have shift staff or mobile staff a service profile. The service profile provides a user with a unique telephone number. A voice mailbox can be provided if requested. Subscribing to this service allows users to log into a telephone and change the service profile from one user to another. In addition to the monthly IPT service rate. Billed on a per profile basis ALAPP Additional Line Billed on a per line basis. Additional fee for each listing beyond the allowed service parameter. This will address when service delivery requirements are that each employee is listed in the IP site directory (example: shop area that has ten employees using the same telephone number). Customers are responsible to ensure that all additional IP site directory listings are kept up to date. INTERC IPT Intercept Billed on a per line basis. When changing telephones numbers (IPT to call center / call center to IPT / IP to IP / call center to call center) an announcement only box providing callers with the new telephone number. Not available for non IPT/CCM. CCM-IPTH Add On Informacast, Workforce Management, etc., -- additional tools optionally available through vendor licensing and one-time OET/vendor professional fees Billed on a per user basis. VGAP VG248/224 Voice Access Port Billed on a per port basis Subscription rate on any voic port plus VG device monthly cost. July 17, of 9

7 Product Code Description Service Billed Provisioned Service Ports provisioned as fax, modem, etc. are billed at IPTA/IPTB subscriptions. July 17, of 9

8 Installation Service Rates Current Fiscal Year Rates Apply Product Code Description Service Billed CCMSET CCM Agent Set Up One time fees, programming and configuration charge for agent IP device provisioned using the shared metro gateway Per device IPTAS IPT-Hosted Advanced Subscription One time fees, programming and configuration charge for IP device using the shared or greater MN gateway Per device / port IPTBS IPT-Hosted Basic Subscription One time fee, programming and configuration charge for IP device when configured using a local gateway in greater MN Per device / port IPTLICMG License Metro Gateway Additional purchased programming capacity for silver customers that configure their own IP stations using the shared metro gateway. Per license IPTLICOG License Other Gateway Additional purchased programming capacity for silver customers that configure their own IP stations using the greater MN or a local gateway. Per license 7570SC1 Service Change Fee 1 Per device / port Post installation service charge for changes in user s names, forwarding, ring, etc. IPT device is already configured. 7570SC2 Service Change Fee 2 Per device / port Post installation service charge for establishing service when customer has purchased additional service licenses. Post installation service charge when completing reconfiguring an IP device. 7570P Telephone Number Processing Fee Service provisioning and configuration charges relating to moving a telephone number from one service provider to another. Per number July 17, of 9

9 Product Code Description Service Billed EXTMOBPS VOIPORDER Extension Mobility Profile Configuration of profile OET Order Charge (non-cosweb) Service requests received in non-cosweb order format. Per profile Per order OETMISC OET Miscellaneous Service Fees Example: OET provided training Per hour 7570D VENDORMISC OET Professional Service Fees Example: OET Application Services Vendor Professional Service Fees Example: Customer Training Per hour Per hour 7570V Miscellaneous cost plus vendor one-time fee As determined 3053 (in WAN product line) LAN Consulting / Support Per hour July 17, of 9