Page 1 of 15 Order Management System (OMS) Partner Guide v1 14/01/2016 The Inclarity Order Management System (OMS) is an online portal built to allow Partners to submit and monitor new orders for services with Inclarity. This first iteration of OMS is to facilitate the adding of new Customers and new Sites to the Inclarity telephony platform, including any additional hardware or services required. More functionality will be added soon. Contents 1. Important Considerations Before First Use... 2 2. Accessing the OMS Portal... 3 2.1. Password Recovery... 3 2.2. Password Change... 4 3. Placing a New Order... 5 3.1. Customer Info... 5 3.2. Site & Product Info... 6 3.2.1. Adding PSTN... 8 3.2.2. Adding Connectivity... 9 3.2.3. Adding a Router... 9 3.2.4. Adding a Handset... 9 3.2.5. Adding an Accessory... 10 3.2.6. Adding Other Items... 10 3.2.7. Number Porting... 10 3.2.8. Address & Contact Info... 11 3.2.9. Notes... 11 3.3. Order Submission... 12 4. Reviewing Order Status... 13 4.1. Opening Saved Orders... 13 4.2. Reviewing Placed Orders... 13 5. Inclarity Product List... 15
Page 2 of 15 1. Important Considerations Before First Use Before using OMS for the first time, please consider the following: The OMS portal is best used with the Internet browser program Google Chrome (due to its best practice support for HTML5). The use of OMS requires Javascript. Javascript is enabled in most browsers by default, but if you have any difficulties please check this before contacting Inclarity Customer Services for assistance. The OMS portal should not be used to order Moves, Adds, Changes, Deletes (MACDs). These will eventually be incorporated into OMS, but for the time being any such requests that cannot be self-fulfilled in SMT should still be e-mailed to Inclarity Customer Services for action. The OMS portal cannot be used to order SIP trunk services these should still be emailed in the usual way. The OMS portal cannot be used to place orders which do not have a hosted VoIP element i.e. at least 1 hosted Subscriber or Hunt Group must be included in your order. The OMS portal includes options for you to state if the customer is using their own existing PSTN/Connectivity/Handsets. This has no impact on your bill but is useful information that Inclarity can use to ensure your ordered services are implemented correctly. As per existing Inclarity policy the OMS portal will not allow you to add VVX Deal Subscribers and normal Monthly Rolling Subscribers to the same Site. OMS will ask you up front for all the relevant Site installation and contact details, along with any porting forms that may be required. You cannot place an order without this information (but you can save your order as a work in progress and return to it). By placing your order in OMS you are guaranteeing the accuracy of the installation and contact information provided. Inclarity will not take any responsibility for inaccurate orders, and we may ask you cancel and resubmit an order which cannot proceed due to such inaccuracies. Inclarity will automatically provision and bill all the orders for new services submitted via OMS so again please ensure that your orders are correct. Once an order status is updated to In Progress it will be past the point of no return. OMS does not currently show you the prices for the products and services in your order. This information will eventually be incorporated into OMS, but for the time being for any price check please contact your Inclarity Sales Account Manager. For any orders submitted where a bespoke price has not been agreed, normal Inclarity wholesale prices will apply. These prices may not be changed against an order after it has been submitted via the OMS portal.
Page 3 of 15 2. Accessing the OMS Portal The OMS portal can be accessed using the URL https://oms.inclarity.co.uk. All users must log into the portal using a user profile created by Inclarity. If you do not have an OMS login then please contact Inclarity Provisioning providing the following information: Your Partner name/id Your first name Your last name Your email address Your password will be auto-generated and returned by e-mail. Simply enter your Email and Password and press Log in to access the portal. 2.1. Password Recovery If you cannot login or you have forgotten your password then you may click on the link Forgot your password to trigger the recovery process. Enter your Email and press the button underneath Email Link to Reset Password. You will subsequently receive an email detailing your password. This can be changed after you log in successfully (see below).
Page 4 of 15 2.2. Password Change Once you are logged into the portal you can change your password. Press the * asterisk icon in the toolbar and select Change Password. Under Manage Account press [Change]. Then enter your Current password, your New password, Confirm new password, and then press Change Password. Your new password must conform to the following rules: It must contain at least 6 characters It must contain at least one number character It must contain at least one non-letter/non-number character (e.g.!,, $, %, &, * or @) It must contain at least one uppercase letter It must contain at least one lowercase letter
Page 5 of 15 3. Placing a New Order To place a new order select Sales, and then Place New Order from the menu. This will open a new browser window requesting your order information. There are three tabs Customer Info, Site & Product Info, and Submission which must be completed in sequence. 3.1. Customer Info Here you must specify who will be taking the new services in your order.
Number of Sites You must select at least 1 new Site. You can order up to 5 new Sites for the same Customer. Page 6 of 15 Existing SMT Customer? If you select Yes then the new Site(s) will be added to an existing Customer that you will need to select below. If you select No then a new Customer will be created to own the Site(s). Platform All new services should be placed on the Broadsoft platform. Partner This field is locked to the Partner associated with your OMS login. Channel You will need to select the relevant owning Channel. Customer If you have selected to use an existing Customer above, then choose the Customer name from the list provided. If you have selected to create a new Customer, then type in their name as you would like it to appear in SMT. CDRs Availability Required? If you would like raw CDR data for the customer to be made available to download daily by FTP then you should select Yes here. Once you have completed this information you should click on the Next Tab button to proceed to the next stage. 3.2. Site & Product Info The first thing you must do is enter some Site details. If you have opted to add more than 1 Site then each one will have its own area on the screen which you can open and close by clicking on the arrows. For each Site you must specify a Site Name and the UK Area Code used for the telephone numbers that will be associated with that site. You must also input the Total Subscriber Licenses required, where each Subscriber is a named user (or seat ) that will require one (or more) telephone(s) for calling.
Page 7 of 15 The default Contract Term for these licenses will be Monthly Rolling, unless you are specifically ordering against the 3 Year Deal (which includes a VVX handset). Once selected click Add Subscribers to Order, and you will see these items added to the Order Summary on the right-hand side. You should then go to the form on the left under your Subscriber selection to choose all of the other elements required for your order. Use the tabs and the drop-down menus to find and select the items you need, enter the relevant quantities and then for each selection press Add To Order to add the items to the Order Summary on the right-hand side. The purpose of each tab is summarized below. Where your browser window is narrow, the tab headers will wrap across a second line (as shown above). Feature A list of all the cloud-based telephone service features that are available. PSTN Analogue voice lines and associated options. Connectivity Internet Connectivity services and associated options. Router Router hardware for use with Inclarity-provided Internet connections. Switch Local network switch hardware for use with Inclarity-provided services. Handsets Hardware and software VoIP telephones for use with Inclarity services.
Page 8 of 15 PSU Power supplies for Inclarity handsets. Accessories Headsets, microphones and cables for Inclarity handsets. Other A catch-all for all other items, including postage, training, engineering services, memorable numbers and number ports. Many of the Feature selections are dependent on a requisite number of underlying Subscribers. In the event that you select more Features than Subscribers the form will still add your selection, but will pop up to remind you to adjust your order. If you need to remove any items then simply click on the Remove button next to the selection. The addition of some of these items is covered in more detail below. 3.2.1. Adding PSTN For New PSTN lines you will need to specify the quantity and the Termination Point required. (For the Termination Point in your own words describe where the socket should be placed.) You can also specify to Use Existing, where you must enter the number of the line. (This is for our reference only, and does not raise any charges.)
Page 9 of 15 If you select Change of Ownership and enter the number of the line then Inclarity will take over the line rental contract and will add it to your billing. 3.2.2. Adding Connectivity For New Connectivity you will need to specify the Product either ADSL, FTTC or FTTP. In the case of ADSL you should always select the Low Cost Access (LCA) products, unless you know that these are not available. You can also specify to Use Existing. (This is for our reference only, and does not raise any charges.) If you select Migration from an existing provider you will need to supply the MAC Code offered by that provider to facilitate the migration. 3.2.3. Adding a Router Every Connectivity option will require a router device to interface between the connection and the customer s local network. Every router ordered with a new Internet connection will be preconfigured by Inclarity for use with that connection. When choosing a New Router note that the Thompson is only suitable for light use installations (less than 10 customer network devices). The Thompson is also incompatible with FTTC and FTTP services for these you must order a minimum of a Draytek 2760. If you specify a wireless device then please state any wireless configuration requirements in the Notes box of the order (see below). You may also specify to Use Existing. (This is for our reference only, and does not raise any charges.) 3.2.4. Adding a Handset
Page 10 of 15 Each Subscriber will need at least 1 handset. If you have selected the 3 Year Deal then your only choice will be the Polycom VVX400 handset. Note that if any Subscriber will be using more than 1 handset then you also need to select the Multi-Terminal Subscriber Upgrade item from the Feature list. Most IP phone handsets will not be sold with power supply units (PSUs), and the default power option to use Power Over Ethernet (POE). If you need PSUs make sure you select these separately from the PSU list. There is also an option to select Use Existing. (This is for our reference only, and does not raise any charges.) 3.2.5. Adding an Accessory Headsets are optional extras that can be added to a handset. When selecting a headset please make sure you select a compatible device with the correct connector. Note that to answer calls from a wireless headset will require the appropriate Electronic Hook Switch (EHS) cable from the appropriate manufacturer. If you are not sure what headsets or cables to order then please contact Inclarity. 3.2.6. Adding Other Items Delivery charges will be applied to all of your hardware orders even if you do not specifically select them. Although you may order training or engineering services via OMS, these are entirely dependent on the requirement and the availability of Inclarity resource. Inclarity reserves the right to set the schedule of the work, and also reserves the right to reject the request if it cannot be fulfilled. Where training or engineering services are requested and agreed, our standard rates will apply, not including travel and subsistence costs which will be quoted in response to every request. We advise you to discuss your requirements with your Inclarity Sales Account Manager and/or Inclarity Presales before attempting to include these elements in your orders. 3.2.7. Number Porting Underneath your order selections there is an Number Porting area to state if you need Inclarity to Port Existing Numbers. If you select Yes then you must upload a completed number porting form and a copy of a relevant telephone bill from the current provider. There are links for you to download the latest number porting forms.
Page 11 of 15 The Geographic Number Porting (GNP) form should be used to port all UK geographic numbers The Non-Geographic Number Porting (NGNP) form should be used to port all UK non-geographic numbers 3.2.8. Address & Contact Info Before you can proceed you must also add installation address and contact information to the order. This information is important for a number of reasons: Site Address (mandatory always) Required for Emergency Services (999) purposes, and also for the delivery of any hardware or connectivity or PSTN lines Site Contact (mandatory only where site access is required) Required as a contact point for engineer visits and hardware delivery Partner Contact (mandatory always) Required for Inclarity to supply updates and to ask questions in relation to the order Billing Contact (mandatory always) Required for billing purposes 3.2.9. Notes The form in OMS includes a Notes box for you to place additional information about your order. This includes any special requests, or requirements which cannot be selected from the drop-downs. If you include any Notes then the Inclarity Provisioning team will engage with the listed Partner Contacts to discuss further. IMPORTANT: Always check your Order Summary for the items you have selected. If you cannot see them in the summary then they will not be ordered. Once you have fully completed your order you may press Next Tab to proceed.
Page 12 of 15 3.3. Order Submission In this final stage you will be asked several questions. You must check the box to indicate that you have reviewed the inventory of items in your order as correct. (If you are unsure you can return to the Site & Product Info tab to double-check before proceeding.) If you have requested a number port then you must also check the box to confirm that the correct documents are attached. If you are not ready to proceed then you may press the button to Save Order & Continue Later. You can retrieve a saved, incomplete order from your My Orders area (see below). If you are ready you can press Submit Order. If you have completed all the required information correctly then you will be asked to confirm that you understand Inclarity s caveat for the use of third party products and services. Press Yes, I understand the caveat Submit to proceed. You will then receive confirmation of the submission of your order, along with an order reference number.
Page 13 of 15 4. Reviewing Order Status You can review the orders you have placed (and also your saved incomplete orders) by selecting the My Orders option from the OMS main menu. As a new reseller you will not see any orders. 4.1. Opening Saved Orders You will see any incomplete orders at the bottom of the page in a separate area. Click on the order and a button will appear. Press to Complete and you will be taken back to review and submit your order. 4.2. Reviewing Placed Orders All of your completed orders will be shown in the list in the main My Orders area. You can return to this area at any time to see if the Coordinator, Status, and Go Live Date has been updated by
Page 14 of 15 the Inclarity Provisioning team. Once the Coordinator name has been listed he or she will be your primary contact for your order from then until the Go Live Date. Your order status may be listed in a number of ways: Placed Newly placed by the Partner, awaiting acceptance by Inclarity Provisioning. In Progress Being fulfilled by Inclarity Provisioning. Completed The order has been completed by Inclarity Provisioning. Pending The order is waiting for more information from the Partner (no action being taken). Hold The order has been suspended by Inclarity Provisioning for some other reason (no action being taken). Churned Cancelled by Inclarity Provisioning. For more information regarding a particular order status please contact Inclarity Provisioning and quote the relevant order reference number. When you select an order in the list you will see more information spawned on the right hand side of the window. If you would like the assistance of Inclarity Provisioning in pre-staging any of the telephone feature elements of your order then here you can Upload Completed CCC. (You can also Download Blank CCC if you need this.)
Page 15 of 15 5. Inclarity Product List The OMS portal also includes a listing of all Inclarity products and services with some useful descriptions for the reference of all Partners. By default all products are shown alphabetical name order. However you can select a Product Type, or Search A Product by name. If you require any product information not shown here then please contact your Inclarity Sales Account Manager or Inclarity Presales.