LEVEL 3 VOICE COMPLETE SM

Transcription

1 LEVEL 3 VOICE COMPLETE SM CUSTOMER PRE-INSTALLATION GUIDE & VOICE QUANTITY ORDER FORMS

2 TABLE OF CONTENTS Welcome to Level 3 Communications...3 Level 3 Voice Complete Process Overview...4 Step 1: Your Level 3 Voice Complete Order...5 Step 2: Building the Solution...6 Step 3: Activating Your Service...7 Key Considerations for Technical Configuration...9 Local Number Porting...10 The Customer Portals...12 APPENDIX Voice Quantity Order Form...14 Standard Letter of Agency...16 Toll Free Number Letter of Authorization

3 WELCOME Thank you for selecting Level 3 Communications. As a global telecommunications and IT services provider, Level 3 is dedicated to making your experience with us positive in every regard. From service activation to network operations, Level 3 strives to deliver uncompromising service at every turn. Our vision is to be the trusted connection to the networked world. 3

4 LEVEL 3 VOICE COMPLETE PROCESS OVERVIEW A faster installation is just a few details away... What are the next steps? Your quoted solution will be sent to our Voice Solutions Center for processing. A representative will contact you with next steps and confirm configuration details for your services. The needed details can be found in the Voice Quantity Order Form, located in the appendix section of this guide. Details need to be provided to us as soon as possible, even if access is anticipated to delay installation. Your customer care manager will follow your order through the provisioning and design process. Once the transport or access is ready, your customer care manager will work with you to coordinate the activation of your voice services. Who can I contact for updates? Level 3 is committed to ensuring that you know the status of your order through installation. You are welcome to contact your customer care manager for information or send update requests directly to our Voice Solutions Center by ing VoiceSolutionsCenter@level3.com. What if I need to make changes to my order? Please notify your customer care manager or the Voice Solutions Center as soon as possible for any changes that need to be made to avoid any potential delays to installation. ORDER ENTRY Voice Solutions Center Customer Care Manager Sales Engineer DESIGN Provisioning Build the Solution Local Number Portability Toll Free ACTIVATE Related Access Availability Scheduling Activation Test and Turn Up 4

5 STEP 1: YOUR LEVEL 3 VOICE COMPLETE ORDER Level 3 prioritizes accurate and timely installation of your services. The Voice Solutions Center is dedicated to ensuring order accuracy for the successful installation and activation of your services. Some of the necessary details are listed below with brief descriptions. For a complete list, please see the customer Voice Quantity Order Form in the appendix section of this guide. Quantity of CCPs (Concurrent Call Paths) Simultaneous Sessions, also known as Session Initiation Protocol (SIP) Sessions. Quantity of Level 3-Provided New Telephone Numbers: Requests for sequential telephone numbers (TNs) will be considered on a case-by-case basis. Ported Telephone Numbers from Current Carrier: A letter of authorization (LOA) is required for porting numbers. The LOA should contain the address and information that your current provider has on file. If numbers are coming from multiple addresses, LOAs will be needed for each address. A recent bill copy or Customer Service Record (CSR) is required for European locations. Additionally, separate LOA templates will be needed for each country for European locations. LOA templates are located on the MyLevel3 SM customer portal. Ported Toll Free/Freephone Numbers from Current Carrier: Please note, as with telephone numbers an LOA is required for porting toll free or freephone numbers. Separate LOAs will be needed for multiple addresses and/ or carriers. This is a different form from the telephone number form and can also be found on the MyLevel3 customer portal. DEMARC and/or Inside Wiring Information. This will be necessary if access or circuits are ordered with your Level 3 Voice Complete service. Additional Location Detail for 911/Emergency Services: Additional locations details include building, floor, room, suite, etc. This can be specified for each number if necessary. Required information will vary by country. Please see Voice Quantity Order Form in the appendix. Requested Due Date: Please note that the standard installation timeframe for Level 3 Voice Complete is 20 business days. Our ability to meet your requested due date is dependent on many things, including the installation of the related access (if applicable) and commitment dates received from carriers when porting numbers or toll free/freephone. We will make every effort to meet reasonable requested due dates. VOICE SOLUTIONS CENTER Detail Collection Order Entry SALES ENGINEER Technical Details Solution Configuration Customer Technical Resource CUSTOMER CARE MANAGER Overall Installation Ownership - - Scheduling of Activations 5

6 STEP 2: BUILDING THE SOLUTION The Voice Provisioning Team takes your order from build to activation. Initially, the team evaluates all the various components to help ensure everything is correct for the build. Once that is completed, a customer commit date (CCD) will be calculated using your requested date and the dates by which delivery of the complete solution is possible. Once the CCD is calculated, we provision your trunk groups, route labels and telephone numbers into the switch so that your service is ready to be activated when your customer care manager schedules it with you. In order to set up your build, a few things are necessary: IP address : The IP address is necessary to provide routing for your service. If you have a Private IP product, we will need that IP address as well. Details: To help ensure that your services are set up correctly, your sales engineer will coordinate with you on required information and configuration details. Your Cooperation: Level 3 will provide configuration specifications for your equipment prior to your activations, and we need your assistance to make sure that the configuration is added to your equipment for a successful activation. This information enables us to build and activate your service smoothly. If you have any questions or concerns, please do not hesitate to contact your customer care manager. Level 3 is here to help. DETAILS IP ADDRESS YOUR COOPERATION 6

7 STEP 3: ACTIVATING YOUR SERVICE Once your customer care manager has secured a day and time for the activation, you will receive an invite outlining the date, time, order number, activation ticket and assigned Level 3 technician. Please accept this invite, or communicate back to your customer care manager if changes are needed. Once you receive the invite for the scheduled activation, you should have already received a CPE Provisioning Data Sheet. This will be an excel-based form that will contain the specifics of the trunk (e.g., IP endpoints, SIP transport types, codecs, etc.). If you have not received this information, please contact your customer care manager immediately. Once you have received it, review the document for accuracy. If changes are needed, please contact your customer care manager. Failure to do so may result in a delayed activation. During the scheduled call, the assigned Level 3 technician will verify the information contained within the CPE Provisioning Data Sheet, provide an overview of the new network and answer any questions. Once confirmed, the Level 3 technician will have you place specific outbound and inbound test calls while running call captures. These call captures will be reviewed and the technician will assist troubleshooting any failures.* Below are the standard outbound and inbound test calls that will be performed during the scheduled activation. If a certain scenario is not applicable to your specific needs, inform the technician and they will document it. Outbound Test Cases: SIP to SIP SIP to PSTN Local SIP to PSTN Toll (up at least 1 min, plus hold & retrieve) SIP to PSTN International SIP to Toll Free SIP to Auto Attendant to Test DTMF over SIP SIP to PSTN Fax (if applicable) SIP to PSTN, Failover to Alternate Location (if applicable) Inbound Test Cases: STN to SIP (place call on hold and retrieve) Three Simultaneous Inbound Calls to Same Number PSTN to SIP, SIP Call Forwarded in PBX to PSTN PSTN to Non-Provisioned TN (on customer equipment) PSTN to SIP Fax (if applicable) PSTN to SIP, Failover to Alternate Location (if applicable) *Please note, the Level 3 technician will not be able to access or program end-user equipment. 7

8 Level 3 s goal is to have a successful install. We test the service fully with all applicable scenarios to help ensure that the service is working as expected for both Level 3 and our customer. To help us achieve that goal we have listed a few considerations as you prepare for the activation. Key Considerations for the Scheduled Activation: CPE Provisioning Data Sheet: You should receive this prior to the activation. Please notify your customer care manager right away if you have not. Physical Access: Please ensure all physical access needed is available at the install site including: data room, telco room, servers, PBXs, gateways, cable terminations, etc. Network Access: Please ensure you have access to any internal network components/equipment required: e.g., firewall, gateways, SBCs, routers, switches, PBXs, etc. On-Site personnel: Please determine in advance if it is necessary for your vendor and/or internal IT resources to be on site for a successful activation. This will vary, but is important to keep in mind and plan accordingly. If a piece of equipment needs to be rebooted, or a cable moved, you will want to have the proper resources available to do so. In addition, you ll want to make sure you have the proper resources on site to perform outbound test calls and answer inbound test calls. Vendor Support: If you are using a vendor for your physical equipment installation and/or network device configuration, please ensure they are included on the activation call. Providing your vendor the CPE Provisioning Data Sheet to pre-program your equipment is an excellent start to ensuring a smooth activation. Please note, items may arise that require troubleshooting and/or modifications to your internal configurations. CPE Provisioning Data Sheet Example: SIP Trunking Interconnect CPE Provisioning Data Sheet Example: PRI Trunking Interconnect 8

9 KEY CONSIDERATIONS FOR TECHNICAL CONFIGURATION Level 3 SIP Trunking Interconnect: 1. Level 3 will only send E. 164 formatted number in INVITEs sent to your equipment. Ex: Your equipment must send 10, 11 or E. 164 formatted digits to Level 3. Seven digit dial plans are unsupported. 3. Level 3 requires that your equipment be provisioned to always use the RTP IP Address provided in the SDP messages for each call. NATs are unsupported. 4. Level 3 uses the IP Port range for RTP (even numbers) and RTCP (odd numbers) when using public access and when using VPN access. If you use a firewall, you will need to allow these ranges as appropriate. Non SIP aware NATs are unsupported. 5. Level 3 will always send RTP to the address indicated in SDP we receive. RFC 1918 private IPs are only supported when using VPN transport. NATs are unsupported. 6. Private IPs in SIP headers are only supported with IP-VPN transport. 7. Level 3 recommends a Diversion Header on all forwarded calls that includes the original called number in compliance with rfc5806. Various problems may occur if Diversion is not included when forwarding calls. 8. The SIP REFER method is unsupported. 9. Level 3 does not send SIP OPTIONS. If SIP OPTIONS are sent to Level 3, we will respond with a 405 Method Not Allowed. 10. Registration is unsupported. 11. Digest authentication is unsupported. 12. A maximum of six sockets are supported with SIP/TCP. Socket reuse is required. Level 3 PRI Trunking Interconnect: 13. Each PRI will be built with 23 B-channels and one D-channel in the U.S. or 30 B-channels and one D-channel in EMEA. Fractional T1/E1 is unsupported. 14. Only FAS is supported (Facility Associated Signaling channel 24 on each T1 and channel 16 on each E1 is the D-channel). NFAS is unsupported (D-channel shared by multiple T1/E1s). 15. Level 3 recommends a Redirecting Number Information Element be included on all forwarded calls that includes the original called number. If any of your devices cannot comply, please notify your sales engineer or account representative immediately. 16. Level 3 recommends a Calling Number Information Element be included on all calls so called party receives Caller ID. Default Calling Number is unsupported. You will receive a CPE Provisioning Datasheet from your customer care manager containing technical details such as the Level 3 IP addresses you will need to configure for SIP Trunking. If you have not received it by the time your activation is scheduled, please contact your customer care manager. 9

10 LOCAL NUMBER PORTING Once your Level 3 Voice Complete order has been submitted by our Voice Solutions Center team, the Local Number Porting (LNP) team will place the necessary order requests with your previous carrier to transition your telephone numbers to Level 3. The amount of time it takes to port numbers from other carriers depends largely on the previous carrier, the volume of numbers moving to Level 3 and the country. Larger volumes or complex ports are treated as projects by our Local Number Porting team to ensure that the necessary attention is provided for these requests. Basic interval guidelines are listed below and are not guaranteed. Additional details can be found in the Voice Complete Porting Guide located on the MyLevel3 portal. Belgium: 7 to 12 business days France: 7 to 12 business days Germany: 45 business days Netherlands: 15 to 20 business days United Kingdom: 11 to 22 business days United States: 3 to 20 business days (quantity dependent) Some Important Things to Note about Intervals: Our ability to meet the intervals is dependent on clean orders with no rejections from the previous carrier. If a rejection is received, the install timeframe will begin again once the rejection is cleared. The interval begins when orders are submitted to the Local Number Porting team and a turn up/due date has been established for the Level 3 Voice Complete service. The intervals listed are for LNP only and do not account for the other work that needs to occur for your services to be installed. We allow a maximum of 10,000 numbers to port per customer each day. Once a Firm Order Commit (FOC) date is received from losing carrier an activation can be scheduled to have the numbers ported. Account Verification Steps for Clean Orders List of Numbers, associated BTN along with any other services present on the associated account Employees who are authorized to make change to the account Current company name and address as it show on the current invoice or bill 10

11 Preventing Rejections: We will do everything we can and work with you on any rejections we get from your previous carrier. In an effort to help, we have provided suggestions to prevent rejections and get your services up and running as quickly as possible. Gather all bill copies associated with the telephone numbers and ensure the information matches what is on the order. In addition, ensure the service address is accurate. Porting requests should be for active, non-cancelled numbers. Try not to place orders (add, disconnect, change, etc.) with the losing carrier at least 45 days prior to the port date. If planning on porting all telephone numbers on an account, please make sure to address the remaining services. If the only person authorized on the account is no longer with your company, please work with the carrier to get this information updated. Additional EMEA-specific guidance can be found in the Level 3 Voice Complete Porting Guide. In the United States: Ask for a current copy of the Customer Service Record (CSR) for each BTN/Main Billing Number and provide it along with your order. A number cannot be ported if associated with a Preferred Interlata Carrier (PIC) freeze (code for long distance carrier) or carrier change restriction. The freeze must be removed in order to port the number. - - If you re porting the Billing Telephone Number (BTN) from an account but not all of the services are porting, please provide a non-porting telephone number to replace the current BTN. 11

12 MYLEVEL3 CUSTOMER PORTAL AND VOICE FEATURE MANAGEMENT MyLevel3 SM Customer Portal The MyLevel3 portal gives you anywhere, anytime access to the management tools you need to get the most out of your Level 3 services. Analyze near real-time business information that allows you to control costs and elevate customer satisfaction. Communicate directly with support representatives when you need technical and billing issue resolution. Enable greater efficiency by encouraging portal access for your personnel in telecom management and accounts payable. Voice Feature Management Tool The Voice Feature Management tool, accessible from the MyLevel3 portal or by direct login, empowers your phone administrators to conveniently and securely manage Level 3 calling features. Specify privileges for incoming and outgoing calls, manage Calling Line ID, enable or disable basic calling features such as Call Waiting and more. Leverage the tool for real-time control to meet your business needs. To enroll in one or both portals, please provide the following information: User First & Last Name Address Phone Number Admin User 2 User 3 User 4 User 5 Requested access is for MyLevel3 SM customer portal Requested access is for Voice Feature Management tool 12

13 APPENDIX 13

14 VOICE QUANTITY ORDER FORM Customer Name Please use this form to provide the details for your Voice Complete Services. The Voice Solutions Center will confirm order details prior to submitting your order to make sure that everything is accurate. This information is needed to properly submit Level 3 Voice Complete orders to our Provisioning team and help ensure a successful installation of your services. Please use page 2 of this form if you have multiple locations. EXPEDITE: YES NO Requested Due Date: / / Please use the below table to determine the type of CCP Plan needed for your solution. Plans CCP Plan 1 CCP Plan 2 CCP Plan 3 CCP Plan 4 CCP Plan 5 Measured Supported Calling Areas DESTINATIONS BY PLAN (higher plans include all destinations in lower plans) United States- Local France- Local and National United Kingdom - Local and National United States- National Germany- Local and National Please provide the quantity for your selected CCP Plan(s) below. Netherlands- Local and National Belgium- Local and National United Kingdom- 3 Mobile United Kingdom- 02 United Kingdom- EE (Orange, T-Mobile) United Kingdom- VODAFONE Plans CCP Plan 1 CCP Plan 2 CCP Plan 3 CCP Plan 4 CCP Plan 5 Measured QTY of CCPs Requested Quantity of Native Level 3 Toll Free Numbers Please indicate the number per country: Country Belgium France Germany Netherlands United Kingdom United States #Toll Free/ Freephone Numbers Quantity of Ported Toll Free Numbers from Current Providers Country Belgium France Germany Netherlands United Kingdom United States Quantity of Ported TF/Freephone Numbers Please provide a list of terminating telephone numbers for toll free/freephone to avoid delays in processing. Pre Paid Minutes? None 50K 100K 250K 500K 750K 1 Million Custom PPM 14

15 VOICE QUANTITY ORDER FORM LOCATION DETAIL Location Type SIP Location: Location requiring SIP trunks. This is normally where the IP PBX or SBC is located. IP transport is used to reach the location. PRI Location: Location uses a TDM PBX with TDM transport all the way from the listed location to the Level 3 Voice Network. No Managed IAD, SIP Trunks, IP transport, IP PBX, or SBC involved. Branch Location: Location where Level 3 will be providing new telephone numbers or porting telephone numbers only. Calls are sent to/from a SIP or PRI location to this location over customer WAN or TDM backhaul. Managed IAD: Location has analog lines and/or a TDM PBX or other TDM interconnect to customer equipment using PRI or CAS and the Managed IAD service has been purchased. The IAD will convert analog line, PRI or CAS T1 calls to VoIP; IP Transport is used to reach the location. Country Street Address City State Zip Code Geographic New TNs National Qty of Ported TNs Location Type Floor, Room, Suite (Emergency Services) The person signing this form represents that they have authority to bind the Customer identified below to the Plans, Quantities and other details set forth herein. This form is subject to the Customer s Rate Sheet and Customer s Agreement as referenced therein. Signed: Printed Name and Title: Customer: Date: 15

16 VOICE QUANTITY ORDER FORM - ADDITIONAL NECESSARY DETAILS Caller Name (CNAM 15 character limit) DEMARC Detail for Access (if applicable): Directory Listing Business Name: Listed Address: Listed Number: ( ) Type Standard 911(default) Lync 911 Account Codes for Long Distance? No Yes Verified Unverified Contacts: Same person for all contacts? Primary Name: Phone # ( ) - Technical Name: Phone # ( ) - Local Name: Phone # ( ) - Billing Name: Phone # ( )

17 THE STANDARD LETTER OF AGENCY DOCUMENT A Letter of Agency (LOA) must be completed by the end-user and supplied to Level 3 upon request. The LOA must contain the name and current service address of the end-user and the numbers that will be ported to Level 3 from the end-user s current carrier. The LOA used must comply with FCC regulations and must be dated and signed by the end-user or a person who has the authority to act as a legal agent. Dear Customer, Thank you for choosing Level 3 Communications, LLC, ( Level 3 ) as your network carrier. As you are aware, you may continue to use your existing telephone number with Level 3. In order to transition your current telephone number to the Level 3 network, Level 3 must work with your previous service provider to ensure that your service is uninterrupted and, where applicable, to ensure that your number is transferred. Your prior service provider requires this letter as proof that you have explicitly authorized and requested that your service and current telephone number be transferred to another service provider. By filling in all the information requested below and signing and dating this letter, you provide us with the authorization to initiate the process of transferring your service and telephone number to Level 3. You will then be able to use your old number with the Level 3 network. Please ensure the following information is completed accurately to prevent possible delays. End-User Name (Business or Residential * ): Person authorized to make this request if a business: Service Street Address: Suite or Apartment No: City/State/ZIP Code: Current Service Provider: *Note that all Telephone Numbers listed below must be associated with this name. Beginning Range TN End Range TN Billing (main acct) TN for porting TNs PLEASE REMOVE ANY FEATURES (i.e., Hunt Group) ASSOCIATED WITH THESE NUMBERS PRIOR TO SUBMITTING THIS LOA. ADDITIONALY, PLEASE DO NOT PLACE ANY NEW SERVICE ORDERS OR DISCONNECTS WITH YOUR CURRENT SERVICE PROVIDER ON THIS ACCOUNT, AS THIS WILL CAUSE A DELAY IN PORTING YOUR NUMBERS. If you wish to select Level 3 as your new service provider for the telephone number listed on this form, you will need to sign your initials on the THREE (3) lines below, as applicable: I select (initials) Level 3 as the network carrier for all local calls for this number. I select (initials) Level 3 as the network carrier for all intrastate toll calls for this number. I select (initials) Level 3 as the network carrier for all interstate toll and international calls for this number. If you want to receive service on the Level 3 network, you will need to select Level 3 in ALL THREE (3) spaces above. You may not have more than one carrier for each TYPE of service above. By signing below, I designate Level 3 to transfer my service from my current provider to Level 3. By signing below, I also authorize Level 3 to transfer my current telephone number used to provide service so that Level 3 may provide its network service to me. By signing below, I also authorize Level 3 to obtain billing information, customer service records, and other information required to provide me with service on the Level 3 network. I understand that I may consult with Level 3 as to whether a fee will apply to the change. Printed End-User Name: Date: Signature: 2016 Level 3 Communications, Inc. All rights reserved. The Level 3 logo is a registered service mark of Level 3 Communications, Inc. in the United States and/or other countries. 17

18 TOLL FREE LOA Responsible Organization Letter of Authorization Toll Free Portability (FAX) As the end-user subscriber, or the authorized representative of an end-user subscriber, of certain Toll Free service numbers (the Customer ), I hereby authorize Level 3 Communications, LLC(KSW01) ( Level 3 ) to be the Responsible Organization ( Resp Org ) for the following Toll Free service numbers, including acting on my behalf, and at my direction, to transfer the Resp Org Current Carrier New Resp Org ID: KSW01 _- _- _- _- U.S. CANADA CARIBBEAN _- _- _- _- U.S. CANADA CARIBBEAN _- _- _- _- U.S. CANADA CARIBBEAN _- _- _- _- U.S. CANADA CARIBBEAN _- _- _- _- U.S. CANADA CARIBBEAN _- _- _- _- U.S. CANADA CARIBBEAN _- _- _- _- U.S. CANADA CARIBBEAN _- _- _- _- U.S. CANADA CARIBBEAN _- _- _- _- U.S. CANADA CARIBBEAN Print Customer Name (As it appears on customers bill copy) Address City State Zip - Customer Contact Phone( ) - Billing Account Number Delivery Date / / I attest under penalty of law and as an authorized employee, or an authorized representative, of the Customer that the Customer is the exclusive enduser subscriber of the Toll Free service numbers llisted above. The Customer assumes all liability for the use (including without limitation, authorized, fraudulent or misappropriated) of traffic of any other end-user subscriber with regards to the Toll Free service numbers listed. In Addition, I understand that this request for a Resp Org change does not constitute an order for disconnect of service with my existing carrier(s). I, on behalf of the Customer, continue to accept responsibility for notifying my existing carrier(s) of any intention to disconnect and/or change my Toll Free service after designating the above as my Resp Org for the Toll Free numbars listed above. Authorized Signature Delivery Date / / Print Name Title 18

19 We operate and take end-to-end responsibility for network solutions that connect you to the world. We put customers first and take ownership of reliability and security across our broad portfolio Level 3 Communications, LLC. All Rights Reserved. Level 3, Level 3 Communications, the Level 3 Logo, MyLevel3 and Vyvx are either registered service marks or service marks of Level 3 Communications, LLC and/or one of its Affiliates in the United States and/or other countries. Level 3 services are provided by wholly owned subsidiaries of Level 3 Communications, Inc. Any other service names, product names, company names or logos included herein are the trademarks or service marks of their respective owners.