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Overview
IPCC Express is a portfolio of interactive services that includes VoIP Inbound calling with termination to Switched or a Verizon Branded Cloud Service Provider (CSP). Our network-based portfolio includes VoIP conversion for reliable termination to Session Initiation Protocol (SIP). With IPCC Express, you gain the benefits of automatic technology upgrades and secure connectivity on one of the world’s largest IP backbones. With IPCC Express your traffic can be directed by:
- Network Redirect (In-Line Overflow) for CSP terminations
- SIP REFER (RFC 3515). Un-attended SIP Network Transfers, which can be used to transfer calls to IP and switched terminations.
- Outbound calling through CSP
Additionally, reporting tools like Traffic Reporting and Traffic Monitoring keep your finger on the pulse of your callers.
Your Verizon Team
Your Verizon Account Team may consist of a variety of people, which may go by several different titles such as Account Manager, Client Executive, Client Partner or Business Agents, but regardless of the title that person is your primary contact for your Verizon products and services.
Solutions Architect
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
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 IPCC-Request@verizon.com. 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.
Implementation Engineer
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 for successful delivery
Following is a list of Customer and Verizon actions required to assure successful delivery of your IPCC Express Service.
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.
Number Porting (if applicable)
- Review and communicate to Verizon the numbers you want to port and the desired date that traffic will be migrated to Verizon.
- Provide a Letter of Authorization (LOA) to Verizon.
Notify Verizon through VEC Customer Support as soon as possible of any periods when activations cannot be scheduled or there are changes to the scheduled activation.
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.
Verizon-performed Installations
IPCC Express leverages process automation to minimize installation times and human intervention whenever possible.. Your new numbers will be reserved and made active to the CSP or switched terminations as soon as possible. Also, any ported numbers will follow the same process as soon as porting is completed.
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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 (BC).
Programs that develop, prepare and exercise the various areas of continuity from critical business processes to IT service availabilities. 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 to help prepare and mitigate the impact from ever-increasing risks threatening 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 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 align 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 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.
Reporting and tools
Traffic Reporting
This tool provides the vital information required to optimize your inbound traffic, and keep a pulse on your Contact Center applications. Comprehensive traffic reports, delivered on a daily, weekly, monthly or ad-hoc basis are available approximately sixty minutes after call completion. The traffic reporting tool is accessed through the View Call Detail and Summary Reports link under the Product Tools/Network Reporting section of the Verizon Enterprise Center.
Call Detail Record (CDR) allows an enterprise to track inbound IPCC Express call details.
With nearly 40 data headers, ranging from basic (date and time) to caller-specific (caller number, country/province/city and call duration), CDR provides the information you need to analyze operational conditions, evaluate an outbound campaign’s success in generating inbound customer requests, or directly measure the response to an inbound marketing campaign.
CDR provides:
- Information on call length; important for coaching opportunities
- Call origination information; used for future marketing purposes
- Volumes and use of features for routing to specific answering locations
- Improved interaction between you and your customers; providing an improved customer experience and potential for increased revenues
Call Detail Records can be extracted once you are a subscriber to the Verizon Enterprise Center. For more information click Support on the top Verizon Enterprise Center toolbar and select Customer Learning Portal.
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 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 |
| Network Call Redirect (NCR/ In-Line Overflow)This feature is available in IPCC Express for CSP terminations. | Network Call Redirect (NCR) is a call overflow product that allows customers to complete calls that would normally go unanswered because of busy, 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 allows calls answered at a SIP endpoint to be transferred to another number or IP termination. |
For issues found after your IPCC Express 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. You can open a ticket online in the Verizon Enterprise Center or call 800-444-1111.
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:
- IPCC Express Inbound: toll free numbers impacted, description of issue and call examples (originating number, terminating number, date, time, time zone).
- 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, access the ticket via VEC via https://enterpriseportal.verizon.com
Customer Trouble Management (for Inbound IPCC Express 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://enterpriseportal.verizon.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 Express Service ID in the “Service ID” box.
- 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: You can open a ticket by calling 800-444-1111.
Escalation Guidelines
Verizon strives to resolve ALL service issues quickly and efficiently. However, we realize certain situations require special attention. You may request an escalation at any time during an outage through your ticket in the VEC portal or by calling the Service Desk.
Note, Verizon’s escalation procedures are value-based. The Service Desk will address each escalation request as follows;
- If there was 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.
Verizon’s approach ensures we are resolving the immediate issue as quickly as possible, while also standardizing the escalation process and enhancing its value for all customers.
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.
Tools Issues
Verizon enterprise center tools and training
Verizon enterprise center portal
Call
Follow the instructions. Note: IVR menu selections may change without notice.
For Traffic Reporting and Traffic Monitoring Issues, please use the VEC chat feature or call 800 569 8799.
Service issue
Billing
Be prepared with the following information:
VoIP, Toll-free, or POTS service identifier (e.g. Nxxxxxxx or the dialed toll-free or VoIP telephone number).
Verizon enterprise center portal
Submit a billing inquiry request
Service team
Contact Assigned Service Team.
Cubmit 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.
Set up your My Business account
Unlock your onboarding experience at Verizon Business with this simple, secure setup process:
1
Link your service
2
Create your login
3
Secure your profile
FAQs
Please submit a VEC Help desk ticket with all details to request the necessary changes to your IPCC Express Service Instance ID.
- Log in to the VEC. Under Order, select Change Request.
- Use the Service Identifier, location ID, location name, or service address on your invoice to find your IPCC Express Instance.
- Select IPCC service and select activity type, Modify/change my service.
- Enter required information in the open text field.
- Submit the ticket.
Please submit a VEC Help desk ticket with all details to request the necessary changes to your IPCC Express Service Instance ID.
- Log in to the VEC. Under Order, select Change Request.
- Use the Service Identifier, location ID, location name, or service address on your invoice to find your IPCC Express Instance.
- Select IPCC service and select activity type, Modify/change my service.
- Enter required information in the open text field.
- Submit the ticket.
Please submit a VEC Help desk ticket with all details to request the necessary changes to your IPCC Express Service Instance ID.
- Log in to the VEC. Under Order, select Change Request.
- Use the Service Identifier, location ID, location name, or service address on your invoice to find your IPCC Express Instance.
- Select IPCC service and select activity type, Modify/change my service.
- Enter required information in the open text field.
- Submit the ticket.
Refer to 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.