Verizon Enterprise Center Calnet 3...Verizon Enterprise Center CALNET 3 Overview User Guide 8 Figure 4 Registration Complete 10. Leave this window open and access the registration

Verizon Enterprise Center CALNET 3 Overview User Guide Version 1.17 Last Updated: March 2017

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Verizon Enterprise Center CALNET 3 Overview User Guide

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Table of Contents Register .............................................................................................................................................................................. 5

Getting Started ................................................................................................................................................................. 9

Welcome Screen Options .................................................................................................................................................................. 10

Quick Tasks ................................................................................................................................................................................................ 11

Repairs ........................................................................................................................................................................ 11

Invoices ....................................................................................................................................................................... 11

Sign In ........................................................................................................................................................................................................... 12

First Time Login/Security Authentication .................................................................................................................................. 14

You Know It’s Verizon .............................................................................................................................................. 14

Device Registration Helps Protect You and Your Business ............................................................................ 15

A One-Time Passcode Can Help You Retrieve Your Information Securely ................................................ 15

How to Set Up Your Security Image ..................................................................................................................... 15

Register Your Device ............................................................................................................................................... 19

Keep Your Information Private............................................................................................................................... 19

More Resources ....................................................................................................................................................... 19

Verizon Enterprise Center Home .................................................................................................................................................. 20

User Settings ........................................................................................................................................................................................... 22

Profile Administration .............................................................................................................................................. 22

Change Password/Secret Question .................................................................................................................... 24

Site Preferences ....................................................................................................................................................... 25

Profile Administration .......................................................................................................................................................................... 26

Access Request ..................................................................................................................................................................................... 27

Download Center ................................................................................................................................................................................... 28

Service .............................................................................................................................................................................. 29

Service Management Dashboard .................................................................................................................................................. 30

Inventory ..................................................................................................................................................................... 31

Map .............................................................................................................................................................................. 32

Tickets/Events .......................................................................................................................................................... 33

Alarms ......................................................................................................................................................................... 34

Global Change Management ........................................................................................................................................................... 35

Change Requests ..................................................................................................................................................... 36

Manage Requests ..................................................................................................................................................... 37


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Invoices ............................................................................................................................................................................. 38

Home............................................................................................................................................................................................................ 39

View Invoices ........................................................................................................................................................................................... 40

Inquiries & Disputes ............................................................................................................................................................................... 41

Reasons for Creating an Inquiry ............................................................................................................................ 42

Invoice Inquiry Status ............................................................................................................................................... 43

Payments ................................................................................................................................................................................................... 44

Manage Payment Methods ..................................................................................................................................... 45

Make a Payment ....................................................................................................................................................... 46

Paperless Billing ........................................................................................................................................................ 49

Invoice Reports ....................................................................................................................................................................................... 50

Standard Reports ..................................................................................................................................................... 51

Customized Reports ................................................................................................................................................ 52

Scheduled Reports ................................................................................................................................................... 53

Repairs .............................................................................................................................................................................. 54

View and Update Tickets ................................................................................................................................................................... 55

Create a Ticket ....................................................................................................................................................................................... 56

Ticket Details ........................................................................................................................................................................................... 57

Customize Ticket List .......................................................................................................................................................................... 58

Initiate a Test ........................................................................................................................................................................................... 59

Network Management ................................................................................................................................................. 60

Inbound Network Manager ................................................................................................................................................................ 61

Nodes-Based Routing ............................................................................................................................................. 62

Nodes Quick Change ............................................................................................................................................... 63

Manage Voice over IP.......................................................................................................................................................................... 64

Integrated Administrative Console ....................................................................................................................... 64

Integrated Communications Package .................................................................................................................. 65

Dynamic Network Manager .............................................................................................................................................................. 66

PIP Sites for VPN ...................................................................................................................................................... 66

Manage Notifications ........................................................................................................................................................................... 67

Create a Rule ............................................................................................................................................................. 68

Network Reporting ........................................................................................................................................................ 69

Call Detail and Summary Reports (Traffic Reporting) ........................................................................................................ 70

Create Profile ............................................................................................................................................................ 71


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View Reports ............................................................................................................................................................. 72

Managed WAN Optimization Services Reporting ................................................................................................................. 73

Training ............................................................................................................................................................................. 74

Access from the Verizon Enterprise Center ............................................................................................................................ 74

Create a Training Account ................................................................................................................................................................ 75

Enroll in Training .................................................................................................................................................................................... 76

Access Tutorials and User Guides ............................................................................................................................................... 77


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Register You must first register for the Verizon Enterprise Center if you do not have a user name and password.

1. Go to http://calnet3.verizon.com.

2. Click Account Login on the menu on the left. The Account Login screen appears.

Figure 1 Business Self Registration

3. Click Register. The Business Self Registration screen opens in another browser window.

Note: Refer to the Getting Started section for information on the menu items listed under Account Login.

http://calnet3.verizon.com/


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Figure 2 Enter Invitation Code

4. Enter your invitation code.

5. Click Continue with Registration. The Create your Profile screen appears.

Note: Select I don’t have an Invitation Code if you do not have one. A message displays that provides a toll-free number to call to obtain your invitation code.

Call the toll-free number on the screen to obtain your invitation code.

Return to this screen after you have your invitation code.


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Figure 3 Create Your Profile

6. Enter your User Information.

7. Enter or create your User ID.

8. Enter or create your password.

9. Click Continue with Registration. The Registration Complete screen appears.


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Figure 4 Registration Complete

10. Leave this window open and access the registration email containing a verification code that was sent to the email address you entered on the Create Profile screen.

11. Copy and paste the verification code from your confirmation email to the Registration Complete screen.

12. Click Verify. The Account Login screen reappears and you can you now sign in and begin using the Verizon Enterprise Center.


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Getting Started If you are already a registered user, you can sign in with your user ID and password. Refer to Section 1 for instructions on how to register.

Go to http://calnet3.verizon.com. The Welcome to the CALNET 3 Web Portal screen appears.

Figure 5 Welcome Screen

http://calnet3.verizon.com/


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Welcome Screen Options There are several options on the Welcome screen. The following table provides a description of each option.

Option Description

Account Login Log in to the Verizon Enterprise Center.

Contract Information View the CALNET 3 contract information, provisions, terms, and conditions.

Service Level Agreement View Service Level Agreements (SLAs) for all of your services, e.g., MPLS, VoIP, etc.

Product Catalog View the catalog with descriptions and features of each service.

Billing Open the Billing Inquiry function in the Verizon Enterprise Center. Contact the Service Desk for additional support.

Trouble Ticket Tool Access the Repairs and Create Quick Ticket tools in the Verizon Enterprise Center.

CALNET 3 Escalation Procedures Access contact information for escalations for any of your services.

Taxes and Fees View reports on service taxes, fees, surcharges, and credits.

Training Access training and documentation for the Verizon Enterprise Center tools at https://customertraining.verizon.com.

Frequently Asked Questions Access a list of frequently asked questions about the Verizon Enterprise Center.

Announcements View important announcements about the Verizon Enterprise Center.

User Instructions View contract instructions for CALNET 3. Includes contract information and ordering guidelines.

Contact Us Contact your CALNET 3 sales or service team.

https://customertraining.verizon.com/


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Quick Tasks You can use Quick Tasks without signing in. There are two categories: Repairs and Invoices.

Figure 6 Quick Tasks

Repairs • Create a repair ticket - create a trouble ticket without logging in.

• Check status of a ticket - view ticket status, including milestones and activity log, without logging in.

Invoices • Create a billing inquiry – a billing inquiry is a request for information, clarification, or correction on

an invoice. Submitting a billing inquiry online eliminates the need to call the help desk and saves time. You can create an inquiry without logging in.

• Disconnect a service – you can submit a request to disconnect service without logging in.

• Check ticket status - view the status, who opened the inquiry, comments about the issue, and any other inquiries on this account.


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Sign In 1. Click Account Login on the menu on the left. The Account Login screen appears.

Figure 7 Sign In

2. Enter your user name.

3. Click Sign In. The Sign In screen appears.


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Figure 8 Enter Password

4. Enter your password.

5. Click Continue. The Verizon Enterprise Center Home page appears (see page 12).


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First Time Login/Security Authentication You will set up your security authentications if this is the first time you are logging in. Verizon introduced a new security process for Verizon's business portals to help maintain the security of your data.

We don't want anyone to access your Verizon business account without your permission. That's why Verizon is using some of the latest security technologies to help protect your company information from potential phishing scams and unauthorized use.

The change requires just a few simple steps:

• A single sign-on process to access information in the portal in which you are currently enrolled was implemented.

• Your user ID and password are entered on two separate pages.

• You will be asked to add a Security Image - this will be implemented 7/24/15.

See our Security Image FAQs for more information.

You Know It’s Verizon Criminals can create fake websites that look very similar to legitimate business websites. The Security Image feature was created to help you confirm you're visiting a legitimate Verizon website and to identify your company's Verizon business account.

Figure 9 Add Security Image

We will ask you to review and accept the Terms & Conditions (T&C), select a Security Image, and establish three Secret Question/Secret Answer combinations, and select two delivery methods to save on file for a one-time passcode.

Once you've selected a Security Image for your account, it appears every time you enter your user ID on the Sign-in page for your Verizon account. When you see the Security Image you chose, you'll know that you're accessing an official Verizon website.

https://customertraining.verizon.com/Documents/VerizonSecurityFAQ_CAL3.pdf


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Device Registration Helps Protect You and Your Business A device is defined as your computer, tablet, or smart phone. When we see attempted access to your account from a device we don't recognize, we'll ask you one of the three Secret Questions you've selected or you can receive the one-time passcode. It's an added step of protection just in case your login credentials end up in the wrong hands.

With these and other security technologies in place, we help protect your company's Verizon account information.

A One-Time Passcode Can Help You Retrieve Your Information Securely Establishing two methods to receive a one-time passcode helps protect you from unauthorized access to your account. If you forget your password or your device isn't registered; you can receive your passcode to your selected email or device to proceed with retrieving your private information and securely sign in. You can add up to four email addresses.

How to Set Up Your Security Image When prompted, you can set up your Security Image in a few simple steps.

1 - Review and Accept the Terms & Conditions

You will also be asked to review and accept the terms and conditions the first time you sign in with the new Security Image authentication process.

Figure 10 Security Profile Registration


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2 – Select a Security Image and Name It

You'll be presented with a variety of images from which to choose. Select one and create a name for it that's easy to remember and hard for others to guess. Once you've chosen a Security Image, you'll see the image and the name every time you enter your user ID/password. You are given an option on the password page to have Verizon remember your device. Check Remember My Device if you want this option.

This lets you know that you're on the legitimate Verizon website. It also helps protect you from phishing scams designed to capture your login information.

Figure 11 Select Security Image


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3 – Select Your Secret Questions and Enter Your Answers

You'll choose from a list of questions that focus on a distinct aspect of your life and then you'll enter a unique answer. Your answer should be something that's easy for you to remember, but hard for someone else to guess. If you need to access your Verizon account from a computer we don't recognize, we'll prompt you to answer one of your Secret Questions to help verify your identity. This question is used to validate any security changes to your account including; forgot password, password reset, and change security image.

Figure 12 Secret Questions

Note: If you forgot your password and need to change it, you must answer two of the three questions correctly. Otherwise you will need to contact your company administrator or call the CALNET Service Desk at 1-855-CALNET3 (1-855-225-6383), option 2.

During this new process you are not required to change your password, however you may choose to do so at this time. Refer to Security Image FAQs for password rules.


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4 – Establish a One-Time Passcode

Establishing a delivery method of your choice to receive a one-time passcode for future use is the final step in your security registration. You can elect to receive your passcode to two contacts. A minimum of two options must be selected, and a maximum of five. One must be an email address; the second can be a text or another email address of your choice. This information will be saved on file. In the event you need to recover your sign in information in the future, the passcode can be delivered securely via one of these contact methods. A one-time passcode will be used if you forget your password or if you are using a device that is not yet registered. You do not need to call anyone and can easily sign in using the one-time passcode.

Figure 13 One-Time Passcode

Figure 14 Enter Code

Enter your code and sign in.


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Register Your Device If you checked Continue and Register on the security image page, your device is now verified. If there is another computer or mobile device that you use regularly to access your Verizon account, then you will need to register it. You will be asked to do so at your next login if it has not been registered. This helps us recognize that it's your device, and you won't need to answer your Secret Question the next time you sign in from that device.

Keep Your Information Private It's important to always keep your Secret Question and Answer private and never register a public computer.

More Resources • Refer to our Security Image FAQs to learn more about these new security measures.

• Our Privacy Policy.

• Tips for Guarding your Information and Report Suspicious Activity.

http://www.verizonwireless.com/support/glossary/glossary.html#public_computer

http://www.verizonwireless.com/support/glossary/glossary.html#public_computer

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_cal3_secfaqs_ug

http://www.verizon.com/about/privacy/

http://www.verizon.com/about/privacy/personalinformation/


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Verizon Enterprise Center Home The Verizon Enterprise Center enables you to order, manage, and pay for your voice and data services through one portal. You can access multiple tools 24 X 7 with a single user ID and password. You can also review and pay invoices online, monitor and configure your inbound and outbound network, report on network performance, create trouble tickets, and order Verizon products and services.

Figure 15 Verizon Enterprise Center Home

Click Manage Account to access a drop-down menu that lists the tool to which you are entitled.


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Access to the Verizon Enterprise Center functions is divided into task-oriented groups under Manage Account: Billing, Service, Repairs & Troubleshooting, and Product Tools.

Figure 16 Manage Account


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User Settings

Profile Administration The My Profile screen enables you to update your profile information, view your requests, view details on your accounts and tools, and manage site preferences. Any changes you make filter to all the applications to which you are subscribed.

1. Click on your name in the top right corner.

2. Click My Profile under User Settings. The My Profile screen appears.

Figure 17 My Profile

3. Click View Details next to Profile Information. The Profile Information pop-up appears.


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4. Click Edit to change your User Information and/or Company Name.

Figure 18 Profile Information

5. Edit your user information, if applicable.

6. Edit your Company Name, if applicable.

7. Click Update.


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Change Password/Secret Question You can change your password 30 days after logging in to the Integrated Administrative Console for the first time. Exact responses are required for future access to this site. You must also wait 30 days to change your password if you recently updated your email address of record.

1. Click Change Password to change your password.

-OR-

Click Change Secret Question to change the security questions/answers or one-time passcode. The Security Profile screen appears.

Figure 19 Security Profile

2. Change your password, security image, o secret questions/answers.

3. Click Edit next to One Time Passcode Options to change your options. The One Time Passcode is a two-factor authentication where the passcode constantly alternates. This reduced the risk of an unauthorized intruder gaining access to your account.


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Site Preferences Change your accessibility options, extended session timeout, time zone, and date/time format.

1. Click Edit next to Site Preferences. The Site Preferences pop-up appears.

Figure 20 Site Preferences

Note: The only language option is English. You can select your default language in the Integrated Administrative Console.

2. Select Enabled or Disabled for Proactive Chat.

3. Select Yes or No to allow for extended session timeout and choose the number of hours before your session times out (Verizon Enterprise Center only).

4. Select your default time zone from the Time Zone drop-down list.

5. Select MM/DD/YYYY, DD/MM/YYYY, or YYYY/MM/DD from the Date Format drop-down list.

6. Select 12 hour clock or 24 hour clock from the Time Format drop-down list.

7. Select 10, 25, 50, 100, or 150 for Items Per Page. This is a global setting for the maximum number of items on a page of data.

8. Select your Preferred Contact Method.

9. Select the countries and/or states you want visible in pull-down lists.

10. Click Update.


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Profile Administration As a Primary Contact on the Verizon Enterprise Center, you have authorized control over who can access information in your company. Depending on your contractual requirements, you can approve entitlements for a range of tools. An entitlement is a secure permission that provides access to your agency’s information about your Verizon account.

By specifying a hierarchical company structure that represents your business organization, you can group accounts to make flexible and easy assignments of those groupings.

As your company’s Primary Contact, you can also:

• create new users and manage existing users

o view any user with access to your account

o view and delete any or all of their entitlements

o add new entitlements for specified applications

• establish subordinate administrators

• grant CPNI authorization without manual forms

• self-manage all your applications and accounts in real-time

Once established, you do not need to interact with Verizon staff to manage your users’ access to the Verizon Enterprise Center. Updates made by the Primary Contact take effect without requesting and waiting for action.

Refer to the Primary Contact User Guide for instructions on managing users and roles.


2. Click Profile Administration. The Administration screen appears.

Figure 21 Administration

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_poc_ug


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Access Request 1. Click on your name in the top right corner.

2. Click Access Request to request entitlements to additional tools.

Figure 22 Access Request


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Download Center Retrieve download requests and recent invoices.


2. Click Download Center. The Download Center screen appears.

Figure 23 Download Center


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Service Service enables you to view the account structure of your accounts from summary information to individual lines and circuits. You can submit and search for account inquiries and perform additional tasks on the accounts relating to billing, orders, and invoices. Service provides the following features:

• View and manage individual accounts

• View account structure

• View bills for corresponding accounts

• View, create and download service records, trouble tickets and orders

• Submit, view and manage account inquiries

Click Manage Account | Service at the top of the screen.

Figure 24 Service


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Service Management Dashboard The Service Management Dashboard provides visibility into your near-real time Verizon inventory and its associated incidents, service and change requests, network alarms, and maintenance events allowing you to manage your network at the service level. The information is presented in a centralized, graphical user interface accessible around the globe via the Verizon Enterprise Center portal.

You can also view the dashboard by scrolling to the bottom of the Home page. You can customize your views of inventory, alarms, and tickets.

Refer to the Service Management Dashboard User Guide for more information.

Figure 25 Access Service Management Dashboard

Select Manage Account | View Inventory. The Service Management Dashboard screen appears.

-OR-

Click Manage Account | View Alarms. The Service Management Dashboard screen appears.

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_smd_ug


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Inventory The Inventory tab is a central repository for your Verizon legacy and Rapid Delivery services that you are entitled to under one view. The Inventory tab provides a global view of your configuration items and data such as servers, devices, routers, etc. It also provides a view of your Verizon services including data, voice, Internet, Managed Services, etc.

Click Inventory at the top of the screen. Configuration items for that node are listed.

Figure 26 Inventory


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Map You can view the location and distribution of your incidents and alarms and on the map. You can apply filters or see everything active at one time.

Click Map at the top of the screen.

Figure 27 Map

• Click Legend at the top of the screen to view a key to the symbols that display on the map for alarm severities and ticket priorities.

• Check Alarms at the top of the screen to select the severities you want to view on the map.

• Check Tickets/Events at the top of the screen to select the ticket priorities and ticket types you want to view on the map.

• Check Service Identifiers at the top of the screen to view all of your service identifiers on the map.

• You can filter your view so you only see configuration items that match the criteria you select.


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Tickets/Events The Service Management Dashboard provides access to current and up to 12 months of historical configuration item Incidents, Change Requests (CRs), Service Requests (SRs), and Maintenance Event History information.

Click Tickets/Events at the top of the screen.

Figure 28 Tickets/Events


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Alarms Alarms are grouped within an interactive status bar. Click on a status to refresh the alarm table.

Figure 29 Alarms

• Click on an alarm status on the toolbar to refresh the alarm table.

• Select Alarm ID, Service Identifier, or Service Key from the drop-down list.

• Click Filter to filter the alarms in the table.

• Click to customize the display of columns and change alarm update settings.


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Global Change Management Global Change Management (GCM) simplifies the change management process via the Verizon Enterprise Center and provides a common change ticket and reporting structure. Submit change requests as Standard, Express, or a billable Project Request.

• Standard Request - non-billable requests.

• Express Change - can be completed upon receipt, submitted during normal business hours, and must have complete information.

• Latent - changes submitted after the fact. The first change is performed, and then it is recorded in the system at a later date/time.

• Project Request - (optional change request) requires a design review and is billable.

Figure 30 Access Global Change Management


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Change Requests You can submit a Standard Change Management (SCM) request, which is non-billable. You can also submit Optional Change Management Requests, which are projects requests and are billable.

Figure 31 Create Request


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Manage Requests The My Work tab displays your requests, approvals, preferences, and saved searches.

Figure 32 My Work Tab


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Invoices The Verizon Enterprise Center Invoices tool enables you to view invoices, generate reports, and pay your bills online. You can view current charges, previous charges and adjustments, providers, legacy invoices, a summary of charges by account, and other billing related information. Other features include:

• Pay Online - pay your accounts via online payment by credit card (American Express, Discover, MasterCard, or Visa), or Electronic Funds Transfer (EFT) from your checking account. A Pay by Mail option also exists, allowing you to print a remittance slip and mail your check to the appropriate payment center.

• Reporting and Analysis - analyze invoice reports for specific corporate, location, and service level details, identify exceptions through call record sorting, and make invoice inquiries online.

• Billing Inquiry - get the status on open tickets for billing discrepancies, questions, and concerns.

• Notifications - control whether or not to receive an e-mail and/or pager notification from eligible billing systems when your online invoice is available.

• View Historical Invoices - view invoices from up to seven years ago depending on the billing system. You are provided with an online image of your historical invoice.

• Manage e-Media - access any of your billing data downloads.

• Paperless Billing - manage your paperless subscriptions.


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Home The Invoices tool is entitlement based. When your account is created, your account team must entitle you to see invoices. Contact your account team if you do not see the invoices you need.

Select Manage Account | Billing.

Figure 33 Invoices Home


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View Invoices You can download and view available invoices. The Summary Bill provides access to previous invoices, payments, actions, reports, and inquiries. You can also change the billing address, set up recurring payments, and update your paperless billing preferences.

Figure 34 Summary Bill

• Click the Quick Access link next to an invoice to see a list of tools you can use for a specific invoice.

• Click the Account Number to view a bill.


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Inquiries & Disputes You can initiate a bill inquiry or dispute if you find a discrepancy on your bill or if you have a question about an invoice. You can then view those inquiries you submitted and track the progress.

Click Manage Account | View Billing Inquiries at the top of the screen.

-OR-

Click Actions on the Billing home page to access Invoice Inquiries and Disputes.

-OR-

Click Billing Inquiries on the toolbar on the Billing screen.

Figure 35 Billing Inquiries

Click on an Inquiry Tracking Number to view detailed status information.


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Reasons for Creating an Inquiry The following table lists the reasons for creating an invoice inquiry:

Request an Action Disagree with a Charge or Payment

Receive a copy of an invoice Charge for inactivated service

Change the billing address Charge for service still being installed

Change the point of contact or authorized user for an account

Charge for unusable service due to inactivated hub location

Go paperless Charge from an unauthorized carrier

Receive credit for extended down time of service

Charge for disconnected service

Receive refund for credit balance Tax charge but company is tax exempt

Transfer a credit balance to another account

Charged twice for same service

Cancel a contract or service agreement Late payment charge

Payment not reflected on invoice Unrecognized charge

Payment applied to incorrect account Service rate does not match expectation

Service rate does not match contracted rate

Promotional price, rate or credit not reflected on invoice

Incorrect credit or debit adjustment


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Invoice Inquiry Status The Invoice Inquiry Status screen displays all the information related to the inquiry you selected: attachments (if any), notes, e-mail notifications, related inquiries, and claims.

Figure 36 Inquiry Detail


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Payments The Payments tool provides easy account and invoice availability, accurate balance information, a clear

indication of scheduled vs. recurring payments, bank card options for invoices that cannot be paid using a

credit card, and intuitive search options. There are several different ways to access payment options.

Click Manage Account | Make a Payment at the top of the screen.

-OR-

Click Manage Account | Manage Payment Methods at the top of the screen.

-OR-

Click Make a Payment on the Billing home page or the Summary Bill screen.

-OR-

Click a payment option under Payments on the Summary Bill screen.

-OR-

Click Actions on the Billing home page and select an option under Manage Payments.

Figure 37 Access Payments


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Manage Payment Methods You can add bank accounts as well as credit/debit cards for making payments.

Click Manage Account | Manage Payment Methods at the top of the screen. The Manage Payment Method(s) screen appears listing any saved bank accounts or credit cards that were previously added.

Figure 38 Manage Payment Method(s)


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Make a Payment There are several different ways to be able to make a payment.

1. Select Manage Account | Make a Payment at the top of the screen.

-OR-

Click Make a Payment on the Billing home page or the Summary Bill screen.

-OR-

Click a payment option under Payments on the Summary Bill screen.

-OR-

Click Actions on the Billing home page and select an option under Manage Payments.

The Make a Payment screen appears.


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Figure 39 Make a Payment

Figure 40 Make a Payment - Search


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Figure 41 Make a Payment - Details


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Paperless Billing You can set up paperless billing so that you no longer receive a paper invoice in the mail. You can set up paperless after you receive your first invoice.

1. Select Manage Account | Update Paperless Billing (under Billing). The Update Paperless Billing screen appears.

Figure 42 Update Paperless Billing

2. Enter the account number.

3. Click . The paperless settings display.

Figure 43 Update Paperless Billing

4. Select Paperless from the New Settings drop-down list.

5. Accept the terms and conditions.

6. Click Save Settings.

7. Repeat steps 1 - 6 to set additional accounts as paperless.

8. Check the accounts you want to set as paperless.


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Invoice Reports You can view bill reports for a single account or multiple accounts. You can also schedule to view a report at a later date, as well as schedule recurring monthly reports. Create a Reporting Structure if you want to view reports for a certain account or group of accounts.

Not all reports are available for all invoices. Some reports give you the option to filter for certain types of information, such as the Summary of Current Charges report that enables you to sort by Provider, Summary Account/Provider, Type of Charge, or type of Charge and Provider.

Select Manage Account | Reports at the top of the screen.

-OR-

Click Reports on the Billing toolbar at the top of the screen.

Figure 44 Reports


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Standard Reports You can run standard reports by category.

Figure 45 Standard Reports


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Customized Reports You can customize any of the standard reports.

Figure 46 Customized Reports


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Scheduled Reports The Scheduled Reports section lists the five most recently executed reports by the user via a schedule. The list of reports is generated dynamically each time the page is rendered based on the standard or customized reports you executed most recently via the scheduling function. The ranking is based on real time activity. A message appears stating that no reports are available if no scheduled reports were run.

The Scheduled Reports screen has the same Filter, Sort, and Download options as Standard Reports.

Click a scheduled report in the Scheduled Reports section to open and view it.

-OR-

Select a Last Run Date for a scheduled report to open and view it.

-OR-

Click View All in the Scheduled Reports section on the Reports page. The Scheduled Reports screen appears on the Voice Data & IP tab.

Figure 47 Scheduled Reports


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Repairs The Repairs tool is an electronic ticketing system that allows you to monitor your own trouble tickets. The Repairs home page provides easy access to work with tickets, tests, and reports.

Create tickets for voice, data, IP, or CPE issues

User the Repair Summary table for quick access to ticket status

Test your circuits or test a POTS line before you create a ticket and avoid service maintenance charges

Stay informed with email updates

Refer to the Repairs User Guide for instructions on using the Repairs tool.

Select Manage Account | Repairs & Troubleshooting at the top of the screen.

Figure 48 Repairs

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_repairs_ug


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View and Update Tickets You can search for tickets, as well as download, filter, sort, or customize the ticket list. You can also define specific criteria to limit the number and types of tickets that display in the ticket list.

Figure 49 Filter Tickets


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Create a Ticket Begin the ticket creation process by entering your circuit number in the Service ID field. You can also search for your circuit if you are not sure what it is. The process walks you through step-by-step and shows you where you are. Each service type presents a different set of questions to answer when you are creating a ticket.

Figure 50 Create Ticket

Figure 51 Create Ticket


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Ticket Details You can track ticket details, comments, contact information, and activities.

Figure 52 Ticket Details


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Customize Ticket List You can specify the columns you want to view in the ticket list (up to seven).

Figure 53 Customize Ticket List


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Initiate a Test You can initiate your own circuit monitoring and loop-back testing. There is automatic referral of any found issues to the appropriate maintenance team. Test and monitor results are accessible online for six months.

Verizon customers can initiate a test for ATM service, Frame Relay service, Private Line, Private IP service, Internet Dedicated, and Dedicated Long Distance Voice service. Former Verizon customers can initiate a test for Serial Circuits, Telephone Number Circuits, and POTS/ISDN/DPA. Circuit Analysis is not available for local access circuits, non-U.S. circuits, or Managed Services circuits.

Figure 54 Tests


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Network Management The Product Tools screen provides tools that enable you to provision, configure, monitor, and report on your voice, data, and IP networks and products. It is broken down in two categories: Network Management and Network Reporting. The tools you see on this page depend on your entitlements.

This section provides an overview of the Network Management tools. Refer to the Network Reporting section for an overview of the Network Reporting tools.

Select Manage Account | Product Tools at the top of the screen.

Figure 55 Product Tools


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Inbound Network Manager Network Manager provides near real-time traffic management for both basic and advanced toll-free, international, and VoIP Local Origination (VILO) services. This is accomplished by providing definition and control of origination, routing, and termination features.

• Dynamically manage and configure inbound network resources.

• Provides a hierarchical view of network and routing options.

• Offers geographical routing, scheduled routing, load balancing, contingency planning, and call blocking.

• Construct, edit, and delete plans for greater routing flexibility.

• Implement alternate routing plans in response to changing requirements.

• Modify percent allocation and terminations within minutes.

• Track your order changes.

Refer to the Network Manager Nodes 1, Nodes 2, and Nodes 3 User Guides for detailed information. You can access other user guides related to Network Manager for Classic Routing, ICT, NCR, and NM Lite here.

Follow the instructions in the NM Deployment Guide to configure your PC to access Network Manager.

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_pt_nm_nodes1_ug

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_pt_nm_nodes2_ug

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_pt_nm3_ug

https://customertraining.verizon.com/commercial/ug_vec_mpnm_index.htm

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_pt_nm_onm_clickonce_ug


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Nodes-Based Routing Nodes-based routing provides flexibility when routing your numbers, requires no predetermined hierarchy, and utilizes reusable models, labels, and single-use value nodes. You can terminate the traffic to switched, dedicated, and EVS terminations or treatments, such as geographic and pay phone blocking.

You can make major routing changes to any of your nodes-based plans. You can insert, replace, and delete nodes. You can also change the termination description, make multiple edits to a plan, and submit it in one order. You cannot edit global models in a plan; however, you can edit single-use value-based nodes.

Figure 56 Nodes-Based Plan


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Nodes Quick Change You can adjust percent allocations in real-time through the Quick function. You can also replace, add, and delete terminations and treatments in your routing plan. Quicks are available in all routing plans. Quicks are available on any number level plan, super routing plan, or structure and changes your routing immediately.

Figure 57 Quick Change


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Manage Voice over IP

Integrated Administrative Console The Integrated Administrative Console bridges your computer and telephone networks into a single IP network that is manageable, scalable, and resilient. Administrators can manage telephone features and privileges across the entire enterprise down to individual subscribers. Some features of the Administrative Console include:

• Consolidates local and long distance services over existing Verizon data networks

• Provides web-based subscriber administration and feature control via Verizon Enterprise Center

• Maximizes the efficiency of your data network

• Enables users to be reached at a variety of locations and devices

Refer to the Integrated Administrative Console User Guide for detailed information.

Figure 58 Integrated Administrative Console Home

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_iac_hipc_ug


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Integrated Communications Package The Integrated Communications Package is the subscriber tool. Initiate conference calls, access your voice mail, and manage how you want to handle your incoming and outgoing calls. You can also synchronize your contacts and calendars. This enables you to collaborate and maintain presence as long as you have Internet access – whether you are in the office, mobile, traveling, or remote. You can manage your call control features easily from the Web. Some of those features are:

• Customize your Home page so you can place all your options where you want them

• Place calls from the Web

• Configure how want to receive incoming calls

• Manage you contact lists, call forward destination lists, and your calendar

• Access and use your ICP services while working remotely

• Access voice mail over the phone or via the Web

Refer to the Integrated Communications Package User Guide for detailed information.

Figure 59 Integrated Communications Package Home

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_iac_web_ug


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Dynamic Network Manager Looking Glass is part of the Dynamic Network Manager suite of solutions. You can view the configuration information of your MPLS networks via the Verizon Enterprise Center portal.

This tool is a mainly a "view only" interface, but there are a few Looking Glass Orders that will allow you to request certain non-billable Layer 3 configuration changes to your Private IP sites. Among the features offered by the tool include the ability to download sample configurations for your CE router. In addition, this tool allows for some specific PING and Show commands to be issued.

View your network attributes and determine how your sites are configured at the Provider Edge (PE) devices on the network. You can also see if port or CAR changes submitted to your account team were completed. Download sample configurations for your CE router.

Refer to the Dynamic Network Manager User Guide for detailed information.

PIP Sites for VPN The PIP Sites for VPN tab provides the address, description, circuit ID, PVC ID, and if Dynamic Bandwidth is enabled with either one or both PORT or CAR features.

Figure 60 PIP Sites for VPN

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_pt_dnm_ug


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Manage Notifications Notification rules are defined to trigger an alert when an action has occurred. You can define rules regarding actions taken on trouble tickets, alarms, and some reports. You can define:

• the condition under which a notification is sent and the type of notification you want.

• what is important to you.

• how you are notified.

• rules for report data or repair tickets.

Refer to the Manage Notifications User Guide for detailed information.

Figure 61 Custom Notifications

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_manage_notif_ug


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Create a Rule Notification Rules enable you to define request notifications when key activities occur. For example, you can use a Notification Rule to request a notification when a trouble ticket has been resolved. You can define when you want to be notified and how that notification should be delivered. Delivery options include email, text pager, and desktop alerts that appear when you are logged in to the Verizon Enterprise Center (Repairs tickets only).

Figure 62 Define Repair Rule


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Network Reporting The Product Tools screen provides tools that enable you to provision, configure, monitor, and report on your voice, data, and IP networks and products. It is broken down in to two categories: Network Management and Network Reporting. The tools you see on this page depend on your entitlements.

This section provides an overview of the Network Reporting tools. Refer to the Network Management section for an overview of the Network Management tools.

Select Manage Account | Product Tools at the top of the screen.

Figure 63 Product Tools


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Call Detail and Summary Reports (Traffic Reporting) Traffic Reporting provides visibility into the overall health of your voice network. You can report on every call attempt (including incomplete and blocked calls) to identify end-to-end call completion and blockage rates. With Traffic Reporting, you can:

• Determine peak calling periods to tailor agent staffing levels

• Optimize circuit capacity planning

• Isolate key market demographics

Refer to the Traffic Reporting User Guide for detailed information.

Figure 64 Traffic Reporting Home

https://ctd.skillport.com/skillportfe/main.action?path=summary/CUSTOMER_DEFINED/_pc_sppubctd_vec_pt_traff_rep_ug


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Create Profile Before you can view an Inbound report, you must first create an Inbound report profile. The profile includes the format, frequency, delivery method, and other report information needed to generate the Inbound report. You can create four types of Inbound report profiles:

• Recurring reports are scheduled to run repeatedly at a specific date and time.

• One Time reports are scheduled to run only once, at a specific date and time.

• Recurring Shift Definitions allow you to define a period of time (shift) based on days of the week and times of the day, to be used for generating reports. Recurring shift reports are scheduled to run repeatedly at a specific date and time.

• One Time Shift Definitions allow you to define a period of time (shift) based on days of the week and times of the day, to be used for generating reports. One time shift reports are scheduled to run only once, at a specific date and time.

Figure 65 Create Inbound Reports


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View Reports The Report Inbox lists all of your reports based on the profiles you created. You can filter the report list by Report Type, Profile Type, or Profile Name. The selections in the Profile Type drop-down list vary depending on the type of report you choose.

Figure 66 Report Inbox


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Managed WAN Optimization Services Reporting You can view information on applications running over the network, throughput, and acceleration statistics.

Click on a name in the Customer List to open a new window for reporting on Juniper networks. You will be asked to provide login information.

Figure 67 Managed WAN Optimization Services Reporting


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Training

Access from the Verizon Enterprise Center You can access training and documentation from the Verizon Enterprise Center.

Click on your name in the top right corner of the screen. Click Support Overview.

Figure 68 Verizon Enterprise Center Home

Note: You can access the Customer Training and Documentation site directly at: https://customertraining.verizon.com.

https://customertraining.verizon.com/


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Create a Training Account 1. Click Sign In on the home page. The training log in screen appears.

Figure 69 Customer Training and Documentation

2. Click the Log In tab to log in with an existing training account.

-OR-

Click the Register tab to create a training account.

Enter your details to set up a training account.

Note: You need a training account to sign up for instructor led training and access user guides/tutorials.


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Enroll in Training 1. Click Instructor Led Training | Enroll in a Session.

-OR-

Click The Library and then the category you want.

Figure 70 Enroll in a Session

Figure 71 Enroll in a Session

2. Click the class you want to view the details ad enroll.


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Access Tutorials and User Guides Click User/Reference Guides under Quick Links.

-OR-

Click The Library at the top.

Figure 72 Customer Training and Documentation