Telstra IP Telephony Customer Administrator Roles and Responsibility Telstra Corporation Limited (ACN 051 775 556) 2010 All rights reserved. No part of this document may be released, distributed, reproduced, copied, stored, or transmitted in any form or by any means, without the prior written permission of Telstra Corporation Limited
Table of Contents Introduction... 3 Background... 3 Who should read this guide?... 4 The Administrator Role... 4 The TIPT Enterprise hierarchy... 5 Key Administrator tasks... 7 Generally... 7 Logged in at enterprise level... 7 Logged in at group level... 7 Time requirement... 8 What help is available?... 8 Appendix: Administrator tasks in CommPilot... 9 Customer Administrator logged in at the enterprise level (Customer Enterprise Administrator)... 9 Customer Administrator logged in at the group level (Customer Group Administrator)... 9 Profile... 9 Resources... 11 Services... 12 Authorisation Codes... 14 Calling Plan... 14 Utilities... 15
Introduction Telstra IP Telephony (TIPT) helps provide the customer greater control over their phone system through an easy to use Web Portal. Customers can perform administrative tasks quickly and can configure group and enterprise features in real-time. Your selected administrator can manage the day to day tasks of your business IP Telephony solution. This document is a guide for your administrator(s), outlining the role for managing a Telstra IP Telephony solution. This guide discusses: What is involved for an administrator How the administrator can delegate some tasks What training and support Telstra can provide your administrator. Background Telstra IP Telephony (TIPT) provides a fully featured phone solution with many of the high-end features offered by a traditional PABX. TIPT also helps to give you control over the phone services and features that you use. Rather than traditionally needing to engage additional technical resources to change settings in a PABX, your organisation can quickly administer their phone services online in real-time. These administrative tasks need to be performed by a suitably trained employee within your organisation. The administrator can quickly become a local source of expertise within the organisation, providing troubleshooting hints and tips to other users.
Who should read this guide? This guide is intended to help your business understand the roles and responsibilities of your administrator. Other employees in your business who may benefit from reading this guide include: Project Sponsors Project Managers Implementation Managers HR Managers Department Managers IT Managers The Administrator Role There are four key aspects to the role of an administrator: Becoming the subject matter expert on your organisation s Telstra IP Telephony system and supporting phone users Managing enterprise-wide options logged in at an enterprise level Managing one or more groups and users for each group logged in at a group level (separate login for each Group) Diagnosing TIPT problems and, if required, escalating them (or passing them onto the authorised representative to escalate to Telstra).
The TIPT Enterprise hierarchy From a TIPT perspective, your organisation consists of an enterprise, one or more groups and users assigned to a group, as shown in the diagram below. Not all administrators will be given access at both the Enterprise level and the Group level. The role of your administrator (whether they are responsible for a group or enterprise) will determine their access level. Generally, a customer will assign one or two administrators with Enterprise level access to manage Enterprise tasks. Your organisation may have one or more groups, depending on the number and location of phone users. A login is required at the enterprise level, and each group requires a separate group administrator login. The enterprise administrator has control over: Enterprise-level features and functions The group administrator has control over: Group and user-level features and functions
One person can be given administrative access to the enterprise and all groups, or this can be split amongst a number of people. For example, a large organisation may have a number of groups with many users. Different administrators may be appointed for the enterprise and for each group. Note: The administrator with enterprise-level access does not have access to, or control over, groups or other administrators with group-level access.
Key Administrator tasks General Responsibilities Answer questions from end users about their phone features and services Request service changes, additional phones, additional training and assistance with complex service configurations via the Minor Change Request tool (on the TIPT Resource Centre), or via the Telstra Sales Team Perform level 1 problem diagnosis and resolution Escalate more complex problems to LAN support or the TIPT Helpdesk. Logged in at enterprise level Set up and manage Enterprise Departments Configure the Voice Portal Add, remove and modify common contact phone numbers used by the enterprise Configure enterprise-wide password rules Configure Voice Portal password rules Customise Voice Portal Greeting. Logged in at group level Administer a group s IP Telephony phone services in CommPilot (see Appendix) Set up and manage Group Department Modify phone users Configure the group Calling Plan Configure Group Voice Messaging Administer Enhanced Service Instances: Auto Attendants Department Music on hold Call Centres Hunt Groups Series Completion Groups
Time requirement We anticipate that the administrative requirements for your company may be 1 hour per week per 10 end users supported (e.g. 10 hours or 1.5 days per week for a group of 100 end users) or more, depending on how dynamic your environment is and how much end user support is required. What help is available? For general information about the TIPT product set, please refer to the Online Resource Centre: http://www.telstra.com/tiptresources For specific assistance as an administrator, Telstra provides help and resources that can be accessed via the Online Resource Centre - Customer Administrator link: http://www.telstraenterprise.com/support/tiptresources/pages/customeradministrator.aspx
Appendix: Administrator tasks in CommPilot Customer Administrator logged in at the enterprise level (Customer Enterprise Administrator) Departments Add, Modify and Delete Enterprise-Wide Departments Password Rules Configure Passwords Apply Password Rules Voice Portal Set Voice portal to Group or Enterprise Voice Portal Passcode Rules Configure Voice Portal Passcode Rules Voice Portal Branding Select Default or Branded Voice Portal Greeting Select Default or Branded Voice Messaging Greeting Customer Administrator logged in at the group level (Customer Group Administrator) Profile Users List users Modify a user Reset a user s web passwords or Voice Portal PIN Configuring user features on behalf of a user. Hoteling - Configure the Host Service Profile View the group profile Administrators List administrators Departments List group departments
Add a group department Modify or delete a group department Holiday Schedule List holiday schedules Add a holiday schedule Modify or delete a holiday schedule Change Password Change your password Time Schedule List time schedules Add a time schedule Modify or delete a time schedule
Resources Devices List devices Modify a device (i.e. changing to same handset type) Domains List group domains List users assigned to a domain Numbers List numbers of the group Services List service packs, group and user services Assign group services View authorised group services Existing user services View Service Packs and the Users assigned each pack
Services Auto Attendant List, activate or deactivate Auto Attendants Add an auto attendant Modify or delete an auto attendant Configure Business Hours Menu Configure After Hours Menu Call Pickup List call pickup groups Add a call pickup group Modify or delete a call pickup group Call Park List call park groups Add a call park group Modify or delete a call park group Music on Hold Add Music On Hold for a department Differentiate Music on Hold for Internal and External Originators Modify or delete Music On Hold Voice Messaging View Voicemail server Voice Portal View a Voice Portal Manage Voice Portal passwords Enable a Voice Portal Disable a Voice Portal Call Centre Modify a Call Centre Reconfigure Call Centre Hunt Group List, activate or deactivate hunt groups Add a hunt group Configure hunt group profile options
Modify or delete a hunt group profile Reset a hunt group voice portal password Load or modify a hunt group personalised name Configure a hunt group incoming calling plan Call forwards/transfers by hunt group users Hunt group user being forwarded/transferred Series Completion List series completion groups Add a series completion group Modify or delete a series completion group
Authorisation Codes Administration Assign users to a group with authorisation codes Codes Management List authorisation codes Add an authorisation code Delete an authorisation code Calling Plan Codes Management List the authorisation codes Review or add codes: group or departments Delete a code for the group or a department Add a code for a user Delete a code for a user Digit Strings List or delete digit strings Add a digit string Modify or delete a digit string Transfer Numbers Working with transfer numbers: group Working with transfer numbers: users Incoming Calling Plan List or configure incoming call types: group List or configure incoming call types: users Outgoing Calling Plan Calling plan outgoing calls: made by a group Call forwards/transfers: by group Outgoing calls: group being forwarded / transferred Outgoing calls: made by users Call forwards/transfers: by users Calls: user being forwarded/transferred Outgoing Digit Plan
Digit plan outgoing calls: made by a group Digit plan call forwards/transfers: by group Digit plan outgoing calls: made by users Digit plan call forwards/transfers: by users Utilities Intercept User Calling Line ID Configure group calling line ID display Common Phone List - Not applicable Feature Access Codes List the feature access codes Enterprise Directory View the enterprise directory Inventory Report Generate an inventory report Password Rules View password rules Voice Portal Passcode Rules View password rules Extension Dialling View the extension length Voice Portal Branding Select the portal and messaging greetings