IP Contact Center Express Services Welcome Kit

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.

1. Determine impacted service (for example, voice, data, etc.).

2. 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.

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).

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:

1. At the landing page, enter your User ID.

2. Choose “Manage Account” among the options at the top of the page.

3. Choose “Create a Repair Ticket”.

4. Enter the IPCC Express Service ID in the “Service ID” box. 

5. 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.

6. Click “submit”. 

 To check status of your ticket:

1. Once logged into the VEC, choose “Manage Accounts”.

2. Choose “View Repair Ticket”.

3. A list of repair tickets that have been entered will appear. Choose the ticket number that you are seeking status for.

4. 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.