Welcome to Verizon! This welcome kit is a great resource to help your enterprise retain control of your Verizon IP Contact Center (IPCC) applications for pre and post implementation support. Please review each section so you are familiar with the tools and resources available to enhance your experience and use of Verizon's products and services.
Overview
IPCC is Verizon’s comprehensive inbound solution that helps you enhance your customers’ experience. IPCC is a portfolio of interactive services that includes VoIP Inbound and IP Interactive Voice Response (IVR). Our network-based portfolio includes VoIP conversion for reliable termination to Session Initiation Protocol (SIP) devices. With IPCC, you gain the benefits of automatic technology upgrades, a fully managed hosted service and secure connectivity on one of the world’s largest IP backbones. Our comprehensive IPCC Service gives you all the usage-based features you need, and the tools to make near-real time changes quickly and efficiently. VoIP Inbound options include local to global calling with domestic toll-free and local services as well as international inbound that can be layered with dozens of advanced features to fit the needs of your business. With IPCC your inbound traffic can be directed by:
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Routing or blocking callers using Automatic Number Identification (ANI).
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Delivery of caller-entered digits from IVR prompts.
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Caller Profile routing based on your systems knowledge of Customer Relationship Management (CRM).
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Call routing using time of day and/or Geographic area.
Additionally, the self-service routing tool, Network Manager, allows you to easily view your entire inbound IPCC network configuration, make changes, or order/activate new features. You can also extract traffic management reporting utilizing Traffic Reporting and Traffic Monitor to keep your finger on the pulse of your callers. This puts you in control by allowing you to make quick changes to your calling plans and follow your business in near-real time.
Your Verizon Team
Your Solutions Architect (Design Engineer) is responsible for the physical and logical design and development of your IPCC connectivity.
Some of their responsibilities include:
Meet with you to collect requirements and technical details.
Create your organization’s custom IPCC Design Document.
Document your hardware and software configurations.
Review routing redundancy, and security requirements.
Determine bandwidth and sizing requirements.
Review IP addressing scheme.
Make revisions to the IPCC Design Document, as required.
Assist in the creation of IPCC orders and perform field trials, if required.
IPCC Help Desk is responsible for data gathering and verification of all the information required for an IPCC order request. They will work with your account team, and your assigned personnel to collect information and submit your requests. Your Verizon Account Team may assist with order submission, or you may send a request directly to the Help Desk at [email protected]. Once the request is made, a ticket will be generated with a unique identifier to help you track and manage your request.
IPCC Help Desk consists of a Project Coordinator and Order Manager.
Project Coordinator:
A Project Coordinator is assigned to every new IPCC installation to manage deployment and activation of Verizon's services. This coordinator will work with you, maintaining a project tracker with milestones and status updates throughout the project.
Order Manager:
The Order Manager (OM) is your primary contact for your IPCC Services. Your OM will communicate as needed in the form of periodic emails and/or follow-up calls to provide status on key information regarding service implementation and activation. The OM will work all aspects of the order directly with you and will gather any additional information needed.
The OM reviews the site and other requirements with you (the customer) on the Kickoff Call/Order Verification Call.
Some of their responsibilities include:
Send an order verification e-mail.
Act as the ultimate point of escalation.
Confirm on-time delivery of the project and will pursue/escalate any unmet milestone deadlines.
Act as the point of contact for any order-related issues.
Acknowledge and review IPCC Help Desk Ticket.
Participate in internal and external calls with the Project Coordinator as necessary.
Perform data gathering.
Assist customers in establishing Inbound Network Manager access and training.
Create the order for submission.
Assist with obtaining Customer Service Records (CSR), prequalification and other forms.
Provide and coordinate the Letter of Authorization for porting to Verizon from other carriers.
Track order progress to completion.
The Implementation Engineer provisions the order, provides Session Initiation Protocol (SIP) peering information to the customer to configure their CPE, answers a customer’s technical and connectivity questions, and signs off on a successful Activation Call.
Some of their responsibilities include:
Provision the Verizon network.
Provide SIP peering information for customers to configure their CPE.
Work with customers on scheduling a mutually available, formal Activation Call date/time.
Validate Verizon SIP OPTIONS messages are being sent to customer.
Validate the correct IP Address subnets are advertised on the customer MPLS VPN.
Places test calls and captures logs during the Activation Call, validates the correct SIP messaging.
Answer any Verizon network provisioning questions.
Engage other team members for provisioning questions as required.
Formally activate service.
Preparing your site
For more detailed information about preparing your site for your upcoming installation (either performed by you or Verizon), please refer to Verizon’s Customer Readiness website.
Your order manager will review the site and other requirements with you on the Customer Kickoff Call/Order Verification Call.
Customer action
Review the design information with your Solutions Architect to ensure the IPCC project stays on schedule.
Design Document
- The Design Document is a vital portion of IPCC Services offering. The customized document provides you with the technical details related to your solution and works as the source document Verizon leverages for all of your VOIP Services.
- The Solutions Architect (SA) is responsible for developing the high level design.
- A typical Engineering Design Document would include these sections:
- Network details
- Access type
- VPN information
- IP addressing
- VoIP/IP telephony
Customer action
Check and confirm connectivity prior to the scheduled activation date. Please review the following site readiness details below, and take appropriate action as needed.
You must check and confirm the following BEFORE the scheduled activation date.
- You received all Session Initiation Protocol (SIP) peering information from Verizon
- Validate the Verizon SIP configuration pre-activation material
- Domain Name System (DNS), Fully Qualified Domain Name (FQDN), Customer IP, Customer Media IP, Verizon Session Border Controller (SBC) subnets
- Customer network is receiving the Verizon SBC’s IP Address subnet advertisements
- IPCC enterprise’s come with SBC diversity (n+1)
- Each Verizon SBC IP Address subnet will be a /24 broken down to two /25 subnets
- Sample-Verizon SBC1 - 172.31.20.0/25 and 172.31.20.128/25
- Sample-Verizon SBC2 – 172.31.25.0/25 and 172.31.25.128/25
Note: The Verizon SBCs are “pooled”, meaning that each Verizon SBC will have a logical SIP trunk to each of the customer termination IP Addresses (i.e., many-to-many connectivity).
Customer can check core network connectivity with an ICMP PING to one of the Verizon SBC management IP Addresses.
- Sample 172.3x.x.1, 172.3x.x.2, 172.3x.x.3
- Successful PING test with just one of the above is sufficient
Customer SIP termination IP Address (Host IP address only, no ranges) are configured and advertised, including the correct UDP port of 5060.
- Sample Customer CPE is 10.1.1.5 listening on UDP port 5060
SIP option keep-alives are sent by Verizon SBCs and require a customer response for keeping the SIP trunk in-service.
- Any valid customer SIP response is accepted.
- Sample 2xx, 4xx
- If the customer provided equipment does not reply back to the OPTIONS ping, the service will not work.
- Verizon will also reply to customer generated OPTIONS ping but this does not guarantee that services will work.
Questions and concerns should be addressed prior to the formal Activation Call. The Activation Call should be used to place successful test calls, verify two-way audio and voice quality, as well as capture call logs. Joint troubleshooting of issues encountered are worked on these calls. The customer is responsible for the configuration of customer-managed equipment including network and CPE devices. The customer should ensure all applicable network and CPE personnel attend the Activation Call to support any potential troubleshooting activities.
Steps for a Successful Delivery of your IP Contact Center Services
Following is a list of Customer and Verizon actions required to assure successful delivery of your IPCC Service.
Customer Steps
Establish a Verizon Enterprise Center (VEC) User ID.
- For more information about the VEC, refer to “Manage your Account with Verizon Enterprise Center (VEC)” in this Welcome Kit.
Complete Network Manager training.
- To enroll in Network Manager training, click "Support" on the top Verizon Enterprise Center toolbar and select Customer Learning Portal. Note: Separate login and website registration may be required.
Confer with a Solutions Engineer about:
Architecture, connectivity, and design of the IPCC solution.
Documenting all applicable touch points and their technical details into an IPCC Design Document.
Transition of any legacy and/or TDM services and how they relate to/differ from the new IPCC platform.
Best practices in regards to platform architecture, optimization of Routing and DNIS modeling, and co-existing with tangent services.
Performing interoperability testing (a.k.a. Field Trial) to ensure the project success.
Inform Verizon of any networking changes (your facility, 3rd party changes, etc.) that are relevant to your IPCC Services.
Number Porting (if applicable)
Review and communicate to Verizon the numbers you want to port.
Provide a Letter of Authorization to Verizon.
Notify your Order Manager as soon as possible of any periods when activations or installations cannot be scheduled.
Inform the Order Manager of any necessary changes to the scheduled activation or installation date.
Verizon Steps
Verizon will take the following actions to provide a smooth implementation of your IPCC Services:
Your Verizon Account Team will help you complete a Supplemental Form. Verizon Service Delivery Engineer/Solutions Architects use this form to properly configure the IPCC Services.
An IPCC Help Desk representative will facilitate data gathering and track project milestones.
The Order Manager will verify the following information:
Number of IP Terminations and/or IP Originations.
Billing information.
Porting TNs (if applicable, a customer-provided Letter of Authorization would be required).
IPCC Domain Name – The Service Name the customer wishes to use. Include “IPCC” in the name.
Circuit information, including circuit ID, VPN name, CPE SIP IP, and primary customer contact. Confirm if there is an existing Network Capacity Assignment Request (NCAR), as well as whether the router is managed by Verizon.
The Verizon IPCC Project Manager will collaborate with you to establish a schedule for activating Verizon IPCC Services. The specified dates represent when Verizon will be prepared to activate or install your services.
Business continuity plan
Service disruptions can hurt a company's bottom line and compromise an organization's mission. The economic and reputational imperatives of the current market have shifted the discussion from IT disaster recovery to an enterprise-wide business continuity focus.
Organizations of all sizes and industry types should have ongoing, enterprise-wide Business Continuity Programs that develop, prepare and exercise the various areas of continuity from critical business processes to IT service availability. The Business Continuity Program should address areas such as Emergency Response, Impact Analysis, Business Continuity Plans, Disaster Recovery Plans, Supplier Plans, Exercises, and ongoing BC program management.
The goals of today’s most relevant Business Continuity Programs are those providing organizations with an enterprise-wide business continuity focus, that not only includes strategizing and planning for IT service availability and disaster recovery, but addresses the ability to manage all areas of critical and continuity activities of the program. This comprehensive approach helps prepare and mitigate the impact of ever-increasing risks that threaten to interrupt organizations’ critical processes.
Key criteria your organization should consider when creating a relevant, enterprise-wide Business Continuity Program to help protect your business critical information and processes:
- The Executive Team has established enterprise-wide business continuity objectives.
- The Business Continuity (BC) Program is:
- Enterprise-wide, and extends beyond the IT department.
- Part of the organization’s annual operational budget.
- An on-going, steady-state operation of the business.
- Regular assessments and reviews to validate business recovery requirements, priorities capabilities and compliance requirements.
- IT Service strategies and recovery solutions to maintain effective service resiliency and availability aligned to the business requirements.
- Appropriate emergency response, business continuity, communications and disaster recovery plans are designed and developed to provide proper guidance during an event.
- Regular BC Program maintenance is being performed to manage the program changes.
- Determine if you can/will manage the BC Program internally, or using a BC partner.
- If a BC partner, determine those with the best capabilities to manage your organization’s size and needs.
- Confirm the group or persons managing your BC Program is qualified, they have references, ISO accreditations and BC certifications.
- Annual exercises and tests are performed before an event happens, validating your plans effectiveness.
- Develop clear and simple methods, policies and procedures to follow.
- Keep all resources properly trained.
- Once the event is over, you should have a plan in place to bring your business back to normal operations.
Verizon can help you with your Business Continuity planning needs.
Verizon's portfolio of Business Continuity Consulting, Planning and Management help reduce the risk and impact from a disruption by providing enterprise-wide Business Continuity Programs that generate strategic solutions, formulate plans and manage program preparations to help provide effective continuity measures should an unavoidable crisis occur.
With the Verizon Business Continuity Management portfolio of consulting services and programs, we help our customers to effectively prepare and maintain continuity during planned and unplanned events to help reduce the risk and impact from disruptions. Please contact your Verizon account team for further assistance.
Installation
Verizon-performed Installations
There are several milestones in the service installation process customers should be aware of.
- After the initial service orders are placed, an Order Manager will be assigned to the order. Customers should direct all communications about the order through the assigned Order Manager.
- An Order Verification email will be sent shortly after the orders are placed. This email requires both Verizon, as well as the customer, to verify the technical configuration and customer environment details of the order.
Note: The Order Manager will hold the order until responses are received.
- The Implementation Engineer builds the Verizon side of the order. A Provisioning Integration Test (PIT) is conducted by the Implementation Engineer to validate the Verizon configuration and retrieve all the necessary configuration details to provide to the customer (e.g., Session Initiation Protocol (SIP) Signaling IP Addresses, User Datagram Protocol (UDP) Ports, Domain Names, test toll free numbers, etc.) This information is then sent to the Order Manager.
- The Order Manager provides all the configuration details in an email to the customer identifying that the service is ready for activation, and requests the customer identify a date/time that a formal Activation Call can be scheduled. The Order Manager requires a 72 hour advance window to coordinate resources for an Activation Call. After hours and weekend Activation Calls are by special request only, and subject to Verizon resource availability.
- At this point, the Verizon service is complete from a Verizon perspective. If a customer has their side already completed, a customer may go ahead and make some non-production test calls prior to the formal Activation Call.
- During a formal Activation Call, customers can expect to work with the Implementation Engineer to place test calls, validate two-way audio and voice quality, monitor for SIP messaging errors, and assist in troubleshooting. Additional Activation Call scheduling may be required if extended troubleshooting is required.
- Upon mutual agreement the activation was successful, the Implementation Engineer will complete the manual test and turn up the task in Provisioning Controller, and designate the order complete. The Order Manager will close the order out, noting that the formal Activation Call was successful.
- Formal activation is required.
Manage your account with the Verizon Enterprise Center
Easily Manage your Services Online
The Verizon Enterprise Center (VEC) makes it easy for you to monitor, manage, analyze and optimize your Verizon products and services online. The Learning Portal can be accessed through the VEC where you can find live interactive instructor-led and on-demand classes. VEC is available seamlessly between desktop, tablet and smartphone so you can act on your crucial data wherever your work takes you.
Want to take live interactive instructor led classes where you can learn all about the features in Network Manager? Click Support on the top Verizon Enterprise Center toolbar and select Customer Learning Portal. From there, click on Business Communications Solutions and Network Manager to register for live training or take one of several virtual trainings.
Register for the Verizon Enterprise Center
- Visit the Verizon Enterprise Portal or download the My Verizon for Enterprise mobile app
- Click ‘Register’
- Enter the invitation code you received to complete registration.
Reporting and tools
Call Detail Record (CDR) is an important tool for any size enterprise to track inbound and outbound IPCC applications call details for proper business management. It can help you pinpoint deficits and proficiencies within your center workforce.
It offers opportunities to:
Provide information on call length; (important for coaching opportunities), as well as call origination information; (used for future marketing purposes).
Track success or failure of specific calling campaigns; (based on volumes and use of features for routing to specific answering locations).
Improve interaction between you and your customers; (providing an improved customer experience and potential for increased revenues).
With 38+ specific data headers highlighting information ranging from date and time to more specific caller information such as caller number, country/province/city and actual call duration, you have access to information that helps you trend your calls for specific operational conditions, measure the efficiencies of your outbound sales teams, or advertising response on an inbound calling campaign.
Call Detail Records can be extracted once you are a subscriber to the Verizon Enterprise Center. In addition, there are many self-help online courses to help you become familiar with your contact center's activities.
For more information on available courses, click Support on the top Verizon Enterprise Center toolbar and select Customer Learning Portal
Note: For all Customer Training questions, please refer to the Training and Service Contact Information section below.
Network Manager
Network Manager is a powerful web-based Verizon Enterprise Center application that gives IPCC customers a view of their IP services such as VoIP Inbound (domestic toll free), VoIP Inbound Local Origination (USA Local/PSTN) and International (ITFS and UIFN, Freephone and PSTN) calling data. The tool offers an ultimate view and customer-controlled call routing to your business near real time. It allows you to:
Dynamically manage and configure inbound network resources.
Implement geographical routing, scheduled routing, load balancing, contingency planning, and call blocking.
Modify percent allocation and terminations within minutes.
Please note: For IPCC Legacy customers, there is a cost associated to access this tool.
Traffic Reporting
This tool provides the vital information needed to optimize your inbound and outbound voice service and keep a pulse on your Contact Center applications. Comprehensive Traffic Reporting information, made available approximately 60 minutes after call completion, is reflected in a variety of useful report options such as daily, weekly, monthly and one-time reports. It also provides reporting for IP IVR. It is accessed through the View Call Detail and Summary Reports link under the Manage Account/Product Tools section of the Verizon Enterprise Center.
Traffic Monitoring
This tool provides the ability to monitor inbound and outbound traffic in near real-time and pinpoints critical information, allowing a user to make quick decisions to support voice services. It allows you to view summary and detailed information for inbound completed calls (by setting up 1 to 180 minute polling intervals). It can be accessed through the View Near Real-Time Traffic link under Manage Account/Product Tools/Network Reporting in the Verizon Enterprise Center.
Service features
Feature Descriptions
The table below provides IP based Interactive Voice Response (IVR) Functionality, offering the most frequently used IVR features.
For additional information, please contact your account manager.
| Feature | Description |
| Time of Day Routing | Routing of traffic to alternative locations based on the time of the day the call is placed. A common use of this routing option is to direct calls to different centers to cope with various time zones. |
| Day of Week Routing | Routing of traffic based on each day of the week up to a maximum of seven days. For example, if a call center is closed on Sundays, calls can be routed to another location or announcement. |
| Day of Year Routing | Routing of traffic based on a specific day of the year. For example, customers may require special routing on the first of every month or reoccurring every third Thursday. |
| Holiday Routing | Routing of traffic based on routing patterns for traffic on specific days of the year. Holiday routing can accommodate one day or a range of days determined by a beginning time and an end time. |
| Percentage Allocation Routing | Routing and distribution of traffic to two or more call centers by predefined whole percentages. |
| Geographic/Point of Origin Routing | Route calls to pre-determined locations dependent on the calling party's Telephone Number (TN), which can be done on Country Level, City Level, TN Range Level or full TN. |
| Point of Call Routing | Route calls to pre-determined locations dependent on the calling party's TN. |
| Exchange Routing | Exchange Routing allows customers to route calls based on Number Plan Area (NPA)-NXX (US). |
| ITFS-UIFN Country Access | Access via per-country or multiple-country toll-free numbers for calls from 80+ International Toll Free Service (ITFS) and 60+ Universal International Freephone Number (UIFN) countries. |
| County Specific Access | Public Switched Telephone Network (PSTN) – 11 countries in Europe and 13 Freephone (including US and Canada – which is also noted as domestic Toll Free) and ITFS –See Availability. |
| Tailored Call coverage (aka Call Area Selection) | Customers can block incoming calls based on originating state or area code. |
| Extended Call Coverage | Enables Origination (on Dom. Toll-free Numbers) from Canada. |
| Alternate Routing | Alternate Routing allows the customer to pre-define alternate routing arrangements in the event of an emergency, power outage, natural disaster or other service disruptions. The customer must have at least two different locations. |
| Super Routing (& Set Routing) | Super Routing Plans allow the termination of traffic to one termination point. For example, if a customer has ten 8XX numbers, the Routing Plans will terminate all numbers within the set to one logical termination point. |
| Set Routing (& Super Routing) | Set Routing Plans allow termination of traffic to different locations. For example, a customer with ten numbers, can create a set routing plan which contains ten different terminations with that plan. |
| Network Call Redirect (NCR) (In-Line Overflow) | Network Call Redirect (NCR) is a call overflow product that allows customers to complete calls that would normally go unanswered because of busies, ring-no answers or other customer specific reasons. NCR allows calls that have been rejected at one location to be re-routed to another location so the call can be answered. |
SIP REFER Transfers | This feature supports customers with applications like centralized inbound call centers, where calls need to get transferred to a further location. |
Network Manager (NM), incl. the Integrated Call Tree GUI for Customer Managed IPIVR Network Apps | Network Management tools that allow customers to provision and modify the Routing Plans for their VoIP Inbound Toll Free, Local Origination and International Toll Free Service (ITFS) Universal International Freephone Number (UIFN and Public Switched Telephone Network (PSTN) and Freephone routing from their desktops. |
Verizon Enterprise Center (VEC) Traffic Monitoring and Traffic Reporting | Traffic Monitoring provides customers the ability to monitor inbound and outbound traffic activity in near real-time and Traffic Reporting provides them information needed to optimize their IPCC traffic. |
Integrated Network Applications (Intelligent Call Routing and Treatment) | IP IVR (Standard or Premium), Intelligent Call Routing Gateway (ICRG), Intelligent Call Routing Integration (ICRI), and Voice Call Back Apps.(VCB) [Additional Charges will apply]. |
Payphone Blocking | Block payphone or specific toll-free calls. Block calls to the service number, which are originated from a payphone. |
Mobile Blocking | Block calls to the service number, which originated from a mobile phone. |
Disconnect Message Referral | Recorded message for change of number. |
Multi-Manager/Multi-Carrier | Allows US Customers to split traffic between two or more Long Distance Carriers. Verizon must be the controlling RespOrg (Responsible Organization) of the number(s) for this feature to be offered. |
| Cross Entity Routing and Billing | Route and/or Billing of calls from one Customer Entity to a different Customer Entity. |
| Supplemental Codes/ID and Accounting | Security measure where digits entered by caller after number is dialed. (US only) |
| Quota Routing/ Maximum Calls Allowed/ Most Available Agent/Next Available Agent | Provides statistical routing of calls (not a 'calls in progress' counter), to one or multiple sites driven by capacity tables that are predefined by the customer via Network Manager for a particular day and hour. |
| Real-time Automatic Number Identification (ANI) (PIP only) | Identifies the Calling Party's telephone number. (not guaranteed, will be delivered if received by the network and if it complies with the CLI Privacy for that call type) |
| Calling Line Identifier (CLI) Presentation | Identifies the Calling Party's telephone number. (not guaranteed, will be delivered if received by the network and if it complies with the CLI Privacy for that call type) |
| Dialed Number ID Service (DNIS) | Customers can identify the number dialed by the caller when multiple toll free numbers terminate in a single PIP-access location. |
| Enhanced Dialed Number ID Service (EDNIS) | Provides customers with more than 1500 DNIS the ability to provision network (logical) termination associated with the VoIP Inbound service. |
| Dynamic DNIS (Set Dynamic User - SDU) | Dynamically overrides the user portion of an IP Termination (URI) from within a routing plan during call processing. Customers may choose from two DNIS delivery options per IP location: via Proprietary Headers and/or via Dynamic User (aka Dynamic DNIS/URI). |
| User to User Interface (UUI) | A method of passing information from one user agent to another via SIP. UUI information is transmitted in a SIP Header during a REFER transfer between two IP End-points. |
| Network Event Notifications (NFY) | Allows customers to define specific events, within a routing plan for an IPCC Service Number, to trigger an event notification email to a pre defined address. Customers define event attributes and select their placement/ trigger within a number's routing plan. |
| Basic CNAM | Calling Party Name (CNAM) enables Customer to receive Calling Party Names retrieved from the Verizon database when calls are delivered to Customer’s IP-terminated devices. (US only) |
| Enhanced CNAM | When enabled by customer, Enhanced Calling Party Name (ECNAM) enables Customer to receive the Calling Party Names retrieved from 3rd-Party database when calls are delivered to Customer’s IP- terminated devices. (US only) [Additional Charges will apply] |
| Exception Routing | Allows Customers to create predefined alternate routing plans that are invoked via Network Manager (NM) in the event of an IP Network outage. |
| Directory Listing | One standard directory listing [for VOIP Inbound Local Origination (VILO)] one standard directory listing in Local exchange carrier (LEC) white / yellow pages). |
| Additional Directory Listings | Additional Directory non-listed, non-published listings. [Additional Charges will apply] |
| Number Reservation | International Number Reservation of the required IPCC Service Number. Availability is dependent on in-country service availability. |
| Number Allocation / Assignment | Allocation of the required IPCC Service Number. Availability is dependent on in-country service availability. |
| Number Portability / Porting | Number Portability (NP) is supported. Not all Local Numbers from the customer can be ported. Country specific and operator specific restrictions to be considered. International Toll Free Service (ITFS) depends on the Partner Operator. Universal International Freephone Number (UIFN) is always portable. |
| IPIVR – Standard | IP based Interactive Voice Response Functionality, offering the most frequently used IVR features. [Additional Charges will apply] |
| IPIVR – Premium | IP based Interactive Voice Response (IP IVR) functionality, which offers in addition to the Standard version Speech, Host Connect, Intelligent Call Routing Integration, Enhanced Reporting, and more. [Additional Charges will apply] |
| Voice Call Back | Voice Call Back is a Hosted Interactive Voice Response (IVR) feature utilizing Virtual Hold Technology's suite of applications to empower contract center customers to provide callers with respectful options when caller demand exceeds contact center capacity and queues begin to build. |
| ICR Integration (ICRI) | Intelligent Call Routing Integration - Allows the customer's Intelligent Call Routing (ICR) systems to control the way in which Hosted Interactive Voice Response – Enhanced Call Routing (ECR) answers and routes each call (call by call treatment and routing, including call parking). [Additional Charges will apply] |
| ICR Gateway | Intelligent Contact Routing (ICR) Gateway - Allows the customer's Intelligent Call Routing systems to control the way Hosted Interactive Voice Response – Enhanced Call Routing (ECR) routes each call [Additional Charges will apply] |
| Network Protocol Conversion | Carrier-grade Network Gateways to dynamically process signaling between Public Switched Telephone Network (PSTN) and Session Initiation Protocol (SIP) (ISDN User Part or ISUP-to-SIP and SIP-to- ISUP). |
| Network Session Border Controllers | Network security and improved availability via customer-specific load sharing and failover provisioning of network Session Border Controllers (SBCs) to ensure transactional capacity and automated routing in case of failures. |
| Dynamic Codec Negotiation | IP CPE driven support for either Uncompressed voice G. 711 Codec or Compressed voice using the G.729 and G.729A codec to optimize bandwidth utilization. |
| T38 delivery of Fax over Internet Protocol* | Fax communications utilizing International Telecommunication Union (ITU) Recommendation T.38 (*limited support) |
| IPCC Change | Charge for a change of the service (a change order). |
Network Operations Center (NOC)
For issues found after your IPCC Activation and/or Porting calls have completed, please contact the appropriate Verizon Customer Support group discussed in the Customer Support section (in the left navigation area in VEC). Before initiating such contact, please confirm the root cause of the issue is not within your local area network or equipment you own and/or maintain.
Data Gathering Necessary for Opening a Ticket
Open a ticket as soon as an issue is confirmed in order to see fastest turnaround times. It is important to compile the necessary data when opening a trouble ticket.
- Determine impacted service (for example, voice, data, etc.).
- Information needed to progress a ticket:
- If IPCC Inbound: toll free or local number(s) impacted, description of issue and call examples (originating number, terminating number, date, time, time zone).
- If IPCC Outbound: Fully Qualified Domain Name (FQDN), Customer IP, description of issue and call examples (originating number, terminating number, date, time, time zone).
- If Data Circuit Issue: circuit ID, description of issue, local contact and site access hours in case dispatch is needed.
- When opening a ticket on voice services, the more information provided will help make ticket resolution quicker and more straightforward.
Once a ticket is opened, additional information can be provided including specific call details (number called, number called from, time of call) when issue was experienced, traces, testing history, steps to reproduce the issue, and troubleshooting to date. To provide this information, send an e-mail to [email protected] with the ticket number only in the subject line or access the ticket via VEC via https://verizonenterprise.com/
Customer Trouble Management (for both Inbound and Outbound IPCC Service conditions)
Option 1: Customer inputs an automated ticket via the online portal (VEC):
Customers can access the Verizon Enterprise Center (VEC) via this link:
https://www.verizonenterprise.com/
In order to use this option for opening and checking status of tickets, customers must be registered.
Once in the VEC, follow these steps to submit necessary information for opening a ticket. The process is the same for inbound and outbound services:
- At the landing page, enter your User ID.
- Choose “Manage Account” among the options at the top of the page.
- Choose “Create a Repair Ticket”.
- Enter the IPCC Service ID in the “Service ID” box (you do not need to choose a state for the IPCC product scenario).
- Fill out the required fields as indicated by the red asterisk (*), and provide details in the text box about your issue. You also have the opportunity to add attachments.
- Click “submit”.
To check status of your ticket:
- Once logged into the VEC, choose “Manage Accounts”.
- Choose “View Repair Ticket”.
- A list of repair tickets that have been entered will appear. Choose the ticket number that you are seeking status for.
- Your status will appear.
Option 2: for US Enterprise customers only
Customer or Sales calls U.S. Help Desk for general inquiries, billing support or technical trouble management.
- If the customer has a special support number/group they should follow standard process to open a ticket.
- The agent might need to also select “any product” to ensure the ticket is associated under IPCC for the current platform.
- Customer/sales will need to include the pertinent information based on their trouble condition gathered in the previous Data Gathering section.
- When a ticket is opened, it will get routed based on the type of information provided.
- The agent will provide you with a ticket number; please make note of this number.
Escalation Guidelines
Verizon’s objective is to restore your services to their normal operating conditions quickly and efficiently. To accomplish this objective, NOCs and the Service Desk use escalation guidelines set up to push or drive issues to resolution.
Instead of escalating on the basis of time, escalations are value-based. The objective is to add value to the escalation process across the board for all customers and all circumstances, as well as to add standardization to the processes.
Note: You can request escalations at any time during an outage through your ticket in the VEC portal or by calling into the Service Desk.
Value-based escalation may be understood as follows:
- Service Desk will assess whether escalations are needed. If there is no progress since the previous review, an escalation is made to the next level of management.
- However, if the appropriate focus and resources are being applied, escalations may be deferred. Technical escalations by the NOC to local-exchange or third-party carriers follow the same value-add process.
Training and service contact information
Training
The Customer Learning Portal provides Verizon Business customers with training and resources for products, systems, and tools. To access the Customer Learning Portal, click Support on the top Verizon Enterprise Center toolbar and select Customer Learning Portal.
Service Contact Information
The matrix below will provide you with the contact information you would need to handle any issues that may arise with your IPCC Service:
Service issue Repair - Voice Services Global change management | Be prepared with the following information: VoIP, Toll-free, or POTS service identifier (e.g. Nxxxxxxx or Exxxxxxx or the dialed toll-free or VoIP telephone number).
Verizon enterprise center portal Verizon Enterprise Center Link
Service team Contact Assigned Service Team. | Call From the United States or Canada, call +1-800-444-1111. Press 3 for Voice services, then press 1 for VoIP, Toll-free, or POTS. Follow the remaining instructions. Note: IVR menu selections may change without notice. From other countries, refer to the VEC support Contact Us page. Verizon enterprise center live chat Verizon Enterprise Center Chat is found under Support > Contact Us & Send Feedback. Account team Contact assigned account team. |
Service issue Maintenance notification | Be prepared with the following information: VoIP, Toll-free, or POTS service identifier (e.g. Nxxxxxxx or Exxxxxxx or the dialed toll-free or VoIP telephone number).
Verizon enterprise center portal Verizon Enterprise Center Link
Service team Contact Assigned Service Team. | Call From the United States or Canada, call +1-800-444-1111. Press 3 for Voice services, then press 1 for VoIP, Toll-free, or POTS. Follow the remaining instructions. Note: IVR menu selections may change without notice. From other countries, refer to the VEC support Contact Us page.
Verizon enterprise center live chat Chat is found under Support > Contact Us & Send Feedback.
Account team Contact assigned account team. |
Service issue Verizon enterprise center tools and training | Verizon enterprise center portal Verizon Enterprise Center Link
Service team Contact Assigned Service Team or subscribe to Premium Client Services (PCS). | Call From the United States or Canada, call +1- 800 444 1111. For Network Manager or Traffic Reporting Issues, please use the VEC chat feature or call 800 569 8799. Follow the instructions. Note: IVR menu selections may change without notice. From other countries, refer to the VEC support Contact Us page. Account team Contact assigned account team. |
Service issue Billing | Be prepared with the following information: VoIP, Toll-free, or POTS service identifier (e.g. Nxxxxxxx or Exxxxxxx or the dialed toll-free or VoIP telephone number).
Verizon enterprise center portal Submit a billing inquiry request
Service team Contact Assigned Service Team. | Submit a Billing Inquiry request or Call Submit a Billing Inquiry request, or, from the United States or Canada, call +1-800-937-6000. Follow the instructions. Note: IVR menu selections may change without notice. From other countries, refer to the VEC support Contact Us page. Verizon enterprise center live chat Chat is found under Support > Contact Us & Send Feedback.
Account team Contact assigned account team. |
Service issue Order | Be prepared with the following information: VoIP, Toll-free, or POTS service identifier (e.g. Nxxxxxxx or Exxxxxxx or the dialed toll-free or VoIP telephone number).
Verizon enterprise center portal Verizon Enterprise Center Link
Service team Contact Assigned Service Team. | Call From the United States or Canada, call +1-800-937-6000. Follow the instructions. Note: IVR menu selections may change without notice. From other countries, refer to the VEC support Contact Us page. Verizon enterprise center live chat Chat is found under Support > Contact Us & Send Feedback.
Account team Contact assigned account team. |
Frequently asked questions
Refer the Service Contact section under Billing. Alternatively, you may create an ICI (Invoice Inquiry) ticket through the Verizon Enterprise Center at: https://enterpriseportal.verizon.com.
Contact your Sales representative for information about product offerings. You can refer to the list of products provided by clicking this link: https://enterprise.verizon.com/products/.
If customers want to know more about available routing features, they may attend Network Manager classes. These classes are for customers who may want to see all advanced routing options, who continue to have some numbers on TDM/Switched, or just want to understand more about what features are available in Network Manager.
Note: Attend the Network Manager classes at https://customertraining.verizon.com. These courses build upon each other and should be taken sequentially.
The Traffic Reporting tool provides IPCC customers the ability to report on inbound call statistics including call detail and summary reports at the number level or domain level. Reports can be set up recurring or one time for specific dates and times. An instructor led class is offered once a month. A recorded class is available for replay. Customers are granted access to the Traffic Reporting tool in the Verizon Enterprise Center by their account team.