Thank you for ordering the Service This guide is designed to help you understand step-by-step what happens and what you will need to accomplish in preparation for activating. For issue resolution during the provisioning process, please contact your AT&T Account Executive. 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
What do I need to know before my Service can be used? The Role of CPOC CPOC Responsibilities Prepare for your service requires that you, as the customer, designate an individual in each region as the Customer Point of Contact of CPOC. The role of CPOC is defined as the person contacted by AT&T for information gathering for provisioning of the service. As we will explain further in this deck (slide 3), AT&T needs information from you in order to provision your Service. As the designated CPOC, it is important that you respond to calls and/or emails from AT&T. Without your response and interaction the service rollout cannot be completed. Each Small Office/Home Office (SoHo) requires power and some type of access to the Internet to function. Access can be AT&T Mobility, AT&T DSL or other providers cable or DSL service. works with any provider. The device must be kept in a secure, well ventilated location. 2 2015 AT&T Intellectual Property. All rights reserved. AT&T, the Global logo, Mobilizing Your World and other marks are trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.
What do I need to do as the CPOC to install? Private Network Connection (PNC) The service is provisioned in two parts. All customers must first have a Private Network Connection (PNC) in place before the other components of the service can be installed. The Technical Interview Your Account Executive has ordered your PNC. A user ID on AT&T Business Direct has also been requested for you. In order to provision the PNC, AT&T needs to conduct the Technical Interview with you. As the CPOC, you can expect to be contacted by the Remote Access Enablement (RAE) Team. The RAE representative will set up a conference call to collect the data points required to establish the PNC. These data points primarily have to do with IP addressing on your AT&T Virtual Private Network (AVPN). The RAE is trained to help you find this data. AT&T Service Manager allows you to reset user ID and passwords. Small Office / Home Office (SoHo) Devices SoHo devices can be used as the primary connection to your corporate resources, in smaller locations or as failover to your AT&T VPN locations. In each design access to the Internet using DSL, Cable or Cellular must be in place. If 3rd party access is utilized, you must ensure that you or your ISP provides globally routable IP address(es) and that there are no Network Address Translation (NAT) devices, firewalls, or other packet-altering devices in the path between the equipment and the Internet. After the Technical Interview has been completed, you will be contacted by a SoHo Enablement Specialist (SE). The SE will collect data for each device. SoHo as Primary The SE will help you find the IP addressing information for each device. Once the SoHo device is in place, the computers, cash registers and other devices must be connected to it in each location. SoHo as Failover SoHo devices used as failover require that the VPN router be in place first. The SoHo device and its Internet connection will engage automatically (Failover) in the event the VPN router fails. Once the VPN router is restored, the traffic will again be passed over the VPN router (Failback). Single Users for single Users can be used by individuals working outside the office: o Sales People on the go o Traveling Employees o Employees working from home Each user must have the AT&T Global Network Client (AGN Client) software app installed on their laptop, desktop, smartphones, tablets and an AT&T User ID. Just as with SoHo Devices, each user must have access to the Internet, DSL, Cable, Cellular or WiFi. As part of the Technical Interview, the CPOC is provided with a link to download or get information on the software from http://www.corp.att.com/agnc/. Primary and alternate administrative ids are also provided. Documentation will be provided that explains how to add/delete user ids, change passwords, request changes, etc. 3 2015 AT&T Intellectual Property. All rights reserved. AT&T, the Global logo, Mobilizing Your World and other marks are trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.
Small Office/Home Office (SoHo) Installation Options Professional Installation from AT&T If a device is ordered with professional installation, AT&T manages the installation. A technical engineer will plan a site visit with the site contact. The SoHo device will be shipped to the site. For a successful installation the customer must take care that the technical engineer can visit the location on the agreed date/time for the site visit and ensure that all components are available for that installation. Customer will be contacted for a site visit An Engineer will come to the site to replace the device. Where third party Cable/DSL access is being used, the Cable/DSL must be available and working before the installation of the SoHo device. It is important that the correct installation address be provided during the ordering step, otherwise the professional maintenance process for replacements will be delayed. Customer Self Installation Devices are shipped directly to the end-site locations as specified by service order details. It is the responsibility of the site contact to connect, power up and do the preliminary configuration following the included instructions. Technical Support is included as required for installation assistance (Contact numbers are found on the instruction sheet). If the site contact cannot fulfill self installation and self replacement responsibilities required for SoHo devices, these services should be ordered by your AT&T Account Executive. In the event a replacement device is required. AT&T will send a device to the customer site. Customer must install the new device Customer must return the old device (using the return shipment label included with the replacement). To disconnect any service a component please contact your AT&T Account Representative. It is important that the correct address be provided during the ordering step, otherwise the process for the self replacements will be delayed. If you decide that professional installation is a better option for you, please contact your AT&T Account Representative. 4 2015 AT&T Intellectual Property. All rights reserved. AT&T, the Global logo, Mobilizing Your World and other marks are trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.
What if I need help after my service is installed? Customer Care and Maintenance For US customers using the AT&T Global Network Client call1-800 727-2222 options 3 and 1 from within the continental US. customers using the AT&T VPN Gateway options 3 and 3. US customers calling from outside the US should dial: +1-770-750-7572 For non-us sites, please refer to the regional AT&T GCSC international helpdesk numbers available via AT&T BusinessDirect may be managed by customers via AT&T BusinessDirect or AT&T Business Center, depending upon which web portal has been setup for your company during registration. Link to AT&T BusinessDirect : https://www.businessdirect.att.com/portal/index.jsp Link to AT&T Business Center: https://www.att.com/ebiz/registration/home.jsp Billing Billing for is processed monthly. Your first bill may be prorated depending on the date of installation. Billing inquires should be directed to the toll free number listed on your invoice or you many contact you AT&T Account representative. Payment options Wire transfer Payments can be made via AT&T BusinessDirect or AT&T Business Center, depending upon which tool has been setup for your company during registration. 5 2015 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Additional Options on the Service AT&T Service Manager Allows the CPOC to make changes to settings on their VPN Gateways. Allows the CPOC to update/change firewall rules. Virtually real time ability to add and delete single users as needed. Allows you to reset user ID s and passwords. AT&T Reporting and Management Tool (ARMT) ARMT is a Cloud-based system to monitor and remotely control your AT&T VPN Gateways. It allows for Real time device monitoring Reporting capabilities Alerting options And more Contact your Account Executive for details and ordering. Thank you for using AT&T 6 2015 AT&T Intellectual Property. All rights reserved. AT&T, the Global logo, Mobilizing Your World and other marks are trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.