Business Connection Welcome Kit

A Successful Implementation of Business Connection service requires your active involvement throughout the process

A successful implementation of your new Business Connection service requires your active involvement throughout the process.

  • Scheduling of your Onsite Order Verification
    Site Assessment Survey.
  • Scheduling of your "Site Ready" Site Survey
    (applicable for select Ethernet services).
  • Participate in the Order Verification Call
    (OVC).
  • Review and perform the Pre-Install Checklist items.
  • Retain a phone vendor to prepare your
    system.
  • Receive status updates from your Order Manager and confirm information.
  • Contact your Order Manager with inquiries or for clarifications as needed.
  • Provide access for site survey and installation of circuit and CPE (router).
  • Accept the activation and porting due dates provided by your Order Manager.
  • Participate on the service install activation and porting call.
  • How to get prepared for your installation.

  • A Note about Site Readiness

    Review Verizon’s Customer Readiness Website and the brief Customer Readiness Video. This site and video will assist you in preparing for your Verizon Network Service Installation. Reviewing the content on this site and following some simple steps will help facilitate a smooth installation of service.

    Onsite Order Verification Site Assessment Survey

    To verify that your site is ready for the Business Connection service, Verizon has included at no additional cost to you an Onsite Order Verification Site Assessment Survey. Your assigned Verizon Order Manager will contact you to schedule a time to perform the onsite survey. If you have a phone or network vendor already, they do not need to appear at your facility for the site survey.

    To help complete your order, a Verizon Order Manager will be assigned to your order and contact you to notify you of the Onsite Order Verification Site Assessment Survey that will take place. This generally happens 1-2 business days after the contract is executed.

    There are four main areas assessed during your site survey:

    1. Customer’s communications room and equipment

    2. Customer’s equipment/type connection

    3. Router location in communication room

    4. Demarcation (DMARC) location and Ethernet cable extensions

    Benefits of the Onsite Order Verification Site Assessment Survey:

    • Confirms the suitability for the installation of the Integrated Access Device (IAD), circuit, and VoIP service implementation.
    • Surveys your communication room and equipment, type of connection, IAD (router) location in the communication room, and Demarcation location and cable extensions.

    Site Ready Survey (applicable for select Ethernet services)

    This survey is performed by a Verizon Field Engineer to identify additional site preparation work at your facilities that are required prior to the installation of Verizon In-Region Switched Ethernet Access. For an additional charge, Verizon will coordinate, perform and complete this work prior to the scheduled installation of your new Verizon In-Region Switched Ethernet Access.

    Once the surveys are complete the Order Manager will call you to complete the Order Verification Call where the site survey results and order will be reviewed with you for correct and complete information.

    Order Verification Call

    After the site survey, your Order Manager will contact you to review the site survey findings and your order details. This generally happens 1-2 business days after your survey is completed.

    • To complete your order, a Verizon Order Manager will be assigned to your order and contact you to verify the order details. This usually happens 1-2 business days after you sign the contract.
    • The Order Manager will provide you the due dates for the activation and porting of the service. These are the dates Verizon will be ready to activate your service and port your numbers.

      CUSTOMER ACTION: It is your responsibility to ensure you and your phone/PBX vendor is present on the due dates provided to avoid re-scheduling and potential service downtime.

    • The Order Manager will be your primary point of contact moving forward until the completion of your Business Connection service.

      CUSTOMER ACTION: To avoid delays in completing the Order Verification Call, have a phone/PBX vendor or someone familiar with your phone system review and verify the Pre-Install Checklist items prior to the call, or have them present to participate on the call. You are responsible for retaining a phone/PBX vendor to perform any required work on your Key (analog) or PBX system, to include accurate identification, mapping and labeling of all lines.


      Note: If you need assistance locating a phone system vendor, while Verizon doesn't endorse any phone/PBX vendor, there are some phone/PBX vendor lists available online –one that is often used to find vendors is http://phoneinstallers.net.

      Disclaimer: Verizon provides this link for informational purposes only and does not endorse any of the vendors on the website.

    Pre-install Checklist

    Your local customer contact and / or your vendor should provide information on the following checklist items that will be reviewed by your Order Manager on the Order Verification Call:

    • Identity your local contact/authorized person who will provide site access to Verizon.
    • Complete the Site Readiness Requirements
    • Onsite Order Verification Site Assessment Survey – Included at no additional cost. A Verizon certified supplier surveys the existing phone system and communication room, lines, cable/wiring, and demarcation points.
    • Site Ready Survey (applicable for select Ethernet services) – Surveys the Verizon In-Region Switched Ethernet Access Network. If a site survey is required, your Order Manager will schedule the survey with you, and an engineer from Verizon will contact you to confirm the appointment. Your local contact (LCON) must be present during the site survey to provide access and to address any additional questions about installation.
    • Validate your demarcation (DMARC) information.
    • Confirm type of router connection to your phone equipment (T1 Channel Associated Signaling (CAS), T1 Primary Rate Interface (PRI), Amphenol cable and 66 punch-down block).
    • Confirm your CPE (customer premise equipment) hand off type (analog, digital, IP-SIP).

      CUSTOMER ACTION: It is very important to correctly identify whether the equipment in your facility is an analog or digital handoff to avoid a restarting of your provisioning, which will cause significant implementation delays for your system. See the PBX and Systems Requirements section for assistance confirming your system's handoff type.

    Visual Aid to Assist With Identification:

    Digital Hand-Off: Digital PBX systems

    Visual Aid

    • Will typically have one wire from the Integrated Access Device (IAD).
    • Confirm if the DS1/PRI card is present in the phone system. The card should be recognizable as most have a single RJ45 on the front end of the card and clearly marked with a DS1, T-1, or similar description.

    Analog Hand-Off: Key-Systems and Analog PBX

    Visual Aid

    • Will typically have 66 punch-down blocks or RJ11.
    • Will have multiple wires from the integrated Access Device (IAD).
    • Analog requires AMP cable and connects to the AMP side of the customer PBX.
    • For Key systems, properly map and clearly label all of your lines.
    • Retain a phone/PBX vendor to prepare your system to work with Business Connection.
      • Properly map and clearly label all lines prior to the activation of the service and porting of the numbers.
      • Configure any public switched telephone network (PSTN) lines or fax lines not moving to Business Connection service appropriately.
      • Ensure you and your phone/PBX vendor is confirmed to be present on the due dates provided by the Order Manager for installation and porting. If schedule conflicts arise, notify your Order Manager at least 48 hours before the scheduled dates to avoid potential service downtime.
    • Identify all of your portable lines.

      Note: For any numbers not moving to Business Connection, you will be responsible for retaining these lines with your current local exchange company or service provider.
    • Identify any special lines (alarm, modem, credit card, elevator, ATM, DSL, Toll Free etc.). These lines are not portable.

      CUSTOMER ACTION: You are responsible for making arrangements to have these lines remain on or moved to PSTN service with your current local exchange company or service provider. You will continue to receive a separate bill for those numbers that are not ported.


      Note: Fax lines –Faxing is supported; however, older fax machines may be unable to receive, or an occasional fax error is possible with certain types of fax machines. Group 3 (G3) faxes that support G.711 can send and receive faxes with Business Connection. In order to minimize errors:
      • Fax machines must be configured with error correction turned off
      • Ensure fax machines and phones are all serviced from the same punch-down or patch panel

      You must dial prefix digits with fax machines to ensure proper codec is used or selected. Customer must inform Verizon what the selected prefix digits are prior to implementation.

    • Validate any of your existing IP addresses.
  • Installation Overview

  • Installation Overview

    Once the order is submitted by your Order Manager, the Access, Internet Dedicated Service, Voice over IP (VoIP), and CPE (Integrated Access Device aka Router) provisioning processes will begin. When the provisioning of the services is completed the following will occur:

    Phase 1- Installation of your access circuit

    This phase involves installing the access circuit at your designated location by Verizon or a third-party local exchange company (LEC) representative and includes circuit delivery and installation, DMARC extension and remote circuit testing.

    The installation of your circuit is dependent upon the type of circuit ordered, and availability of facilities.

     

    Note: Site Ready Survey (applicable for select Ethernet services) – Surveys the Verizon In-Region Switched Ethernet Access Network. If a site survey is required, your Order Manager will schedule the survey with you, and an engineer from Verizon will contact you to confirm the appointment. Your local contact (LCON) must be present during the site survey to provide access and to address any additional questions about installation.

     

    CUSTOMER ACTION:

    • You and your vendor should ensure all site readiness requirements are met prior to installation of the circuit.
    • Please provide access to your circuit installation location within 30 minutes of arrival of the Verizon or third party LEC representative. Site surveys and circuit installations are performed during the hours of 8:00 a.m. – 5:00 p.m. local time.

     

    Phase 2- Installation of your router and connecting it to the data access facilities

    Phase 2 involves installation of your router, connecting it to your data access facilities and testing connectivity. A Verizon field representative will be dispatched to your facility.

     

    Note: Billing begins when phase 2 is completed. The service is available for your use. Since this is a new service installation there may be an overlap in service. You could be billed for Business Connection and your existing service until the porting is completed and the old service is disconnected. It is important to be ready to port you numbers as soon as this phase is completed.

     

    CUSTOMER ACTION:

    • Participate on the service install activation call (limit length of call/site visit by providing 100% accurate order information on the Order Verification Call)
    • You and your phone/PBX vendor must be present on the scheduled date and time provided by the Order Manager to connect any necessary cables, and perform any necessary testing on your system. If you require an analog hand-off to a Key System, you or your vendor will need to ensure all lines are clearly labeled and properly mapped. In addition, you or your vendor may need to connect an amphenol cable to a 66 punch-down block. You are responsible for retaining a vendor to perform any required work on your key or PBX system.
    • Provide access to your installation location within 30 minutes of arrival of the Verizon or third party representative. Installations are performed during the hours of 8:00 a.m. – 3:00 p.m. local time.
    • If schedule conflicts arise, notify the Order Manager at least 48 hours before the scheduled dates to avoid potential service downtime, and a re-schedule of the installation.

     

    If your phone/PBX vendor is not present on the day of installation, your installation may need to be re-scheduled and additional charges applied. For PBX and key systems with an analog interface, a vendor may not be required in this phase. The Order Manager will advise.

    Phase 3- Porting of phone numbers

    The third phase consists of the porting of phone numbers from your active lines over to the new circuit and router. A Verizon field representative may be dispatched to your facility.

    CUSTOMER ACTION: Participate on porting call (limit length of call/site visit by providing 100% accurate order information on the Order Verification Call)

    • TIPs: Identify all portable and special lines during the Order Verification Call to avoid potential service interruption.
    • Have your phone system vendor appropriately configure any PSTN lines or fax lines not moving to Business Connection PRIOR to porting.
    • Your phone/PBX vendor must be present on the scheduled date and time provided by the Order Manager to perform any cross-connects, programming, and testing. If you require an analog hand-off to a Key System, you or your phone/PBX vendor will need to ensure all lines are clearly labeled and properly mapped. In addition, you or your vendor may need to connect an amphenol cable to a 66 punch- down block. You are responsible for retaining a vendor to perform any required work on your key or PBX system.
    • Provide access to the installation location within 30 minutes of arrival of the Verizon or third party representative. Installations are performed during the hours of 8:00 a.m. – 3:00 p.m. local time.
    • If schedule conflicts arise, notify the Order Manager at least 48 hours before the scheduled dates to avoid potential service downtime, and a re-schedule of the porting.

    If your phone/PBX vendor is not present on the day of porting, a potential service interruption may occur, and the porting of your numbers may need to be re-scheduled and additional charges applied.

     

    Service Delivery Expectations

    Business Connection involves multiple products being ordered and provisioned. The Order Manager will provide you with an estimated due date after your order is placed.

    IMPORTANT: When no delays are encountered, and facilities are readily available, for the service installation type of T-1 (1.5 Mbps), your service can generally be delivered within 53 to 77 calendar days. For the service installation type of Ethernet, your service can generally be delivered within 81 to 105 calendar days.

    Examples of delays that may impact the delivery of your service:

    • Obtaining accurate and complete details for your order.
    • Obtaining accurate list of all phone lines including DID (Direct Inward Dial) lines to be ported.
    • Confirming the correct service delivery method (hand-off) your phone system (analog, digital, Session Initiation Protocol (SIP))
    • Obtaining your Customer Service Record (CSR) from the previous carrier.
    • Facilities not available from your underlying carrier/service provider.
    • Receiving Firm Order Confirmation (FOCs) from your underlying carrier/service provider for the specific circuit that will be installed over your facility.
    • Completing customer readiness requirements such as physical space or cable conduit requirements.
    • Retaining a phone/PBX vendor to prepare your phone system.

    These types of delays will extend your service delivery date.

    CUSTOMER ACTION: To prevent customer related scheduling delays, provide accurate and complete order and telephone number details during the Order Verification Call, ensure all site readiness requirements are completed, and have your phone vendor retained and scheduled by the router delivery, activation and porting dates provided by your Order Manager.

  • Keeping You Updated During the Process

  • Your Order Manager will implement a communication plan consisting of periodic emails and follow up calls to provide status on key information regarding the implementation, activation and porting of your service request. You can contact the Order Manager via email or phone at any time.

     

    Note: E-mail communication sent by your assigned Order Manager will contain their contact information along with escalation contact information in the signature section of the e-mail.

     

    Key milestones updates:

    • Scheduling of the Onsite Order Verification Site Assessment Survey
    • Scheduling of your ‘Site Ready’ Site Survey (applicable for select Ethernet services)
    • Participate in the Order Verification Call (OVC)
    • OVC Summary
    • Service order acknowledgement
    • Confirmation of the circuit install date
    • Installed circuit confirmation
    • Router delivery and activation ready notification
    • Activation scheduled date and bridge information
    • Service activation confirmation and port pending notification
    • Porting scheduled date and bridge information
    • Order completion confirmation and customer closure letter
  • Site Readiness and Customer Responsibilities

  • Verizon includes at no additional cost to you an Onsite Order Verification Site Assessment Survey. The site Survey consists of a physical on-site survey conducted by a Verizon approved supplier of the customer’s proposed location(s) for installing the integrated access device (IAD), and a report on the location(s)’ suitability for the installation of the IAD with respect to Customer’s Communication Room and Equipment, Customer’s Equipment/Type of Connection, Router Location in Communication Room, and Demarcation location and cable extensions.

    The Order Manager will review the site and other requirements with you on the Order Verification Call.

    CUSTOMER ACTION: Review the following site readiness details below, and take appropriate action as needed.

    Site Requirements

    Review Verizon’s Customer Readiness Website and the brief Customer Readiness Video. This site and video will assist you in preparing for your Verizon Network Service Installation. Reviewing the content on this site and following some simple steps will help facilitate a smooth installation of service.

    Note: Site Ready Survey (applicable for select Ethernet services) – Surveys the Verizon In-Region Switched Ethernet Access Network. If a site survey is required, your Order Manager will schedule the survey with you, and an engineer from Verizon will contact you to confirm the appointment. Your local contact (LCON) must be present during the site survey to provide access and to address any additional questions about installation.

    Site Not Ready

    If your location(s) are not suitable, a price quote may be provided to bring your locations in compliance. You have the option to accept the quote and proceed with an order, or you may also complete the required work independently of Verizon.

    CUSTOMER ACTION: If you need to reschedule an installation due to the site not being ready the day of installation, you must notify your Order Manager at least 24 business hours ahead of time. If your Order Manager is unavailable, you may call the Verizon On Demand Activations team at (866) 829-9719 to notify Verizon that a rescheduling of the installation is needed. You would provide your customer name, order number, current scheduled time, and new requested time. If notification is not provided within 24 business hours, additional fees may apply.

    Permits and Approvals

    You should obtain all necessary permits and approvals. You are responsible for complying with all applicable codes, regulations, and laws, including but not limited to electrical, building, safety, and health.

    PBX and System Requirements

    The following technical interface requirements should be provided to your system vendor or technical support person. You are required to retain a vendor as soon as possible to avoid order and scheduling delays.

    For Analog interface (Key System), Verizon supports FXS Loop/Ground Start signaling. The Key System must be able to accept 40 VRMS ring voltage.

    For T1 CAS Interface, your PBX must support WINKSTART signaling when a T1 CAS interface is ordered. This means your PBX must contain an interface card capable of supporting T1 CAS. In addition, you must specify type of framing (ESF or SF) and type of line coding (B8ZS or AMI).

    For ISDN PRI Interface, your PBX must contain an ISDN PRI capable interface card. You must indicate whether NI2 or 5ESS switch protocol is needed. A ‘D’ channel card may be needed (dependent upon concurrent call requirements).

    To avoid significant implementation delays, it is very important that you or your vendor:

    • Identify the correct interface to the system and provide it to the Order Manager during the Order Verification Call.

     

    Note: If it is an analog interface please confirm to the Order Manager whether it will remain analog.

     

    CUSTOMER ACTION: Tips to confirm the system’s interface:

    • Have your phone/PBX vendor confirm the interface.
    • Digital PBX systems:
      Visual Aid
      • Will typically have one wire connected from your service provider.
      • Confirm that this wire connects to a DS1/PRI card in your phone system. The card should be recognizable as most have a single RJ45 port on the front of the card and clearly marked with a DS1, T1, or similar description.
    • Analog Key-Systems and Analog PBX systems:
      Visual Aid
      • Will typically have multiple wires connected from your service provider.
      • Will typically use 66 punch-down blocks connected to an Amphenol ("AMP") port or multiple RJ11 ports (may be marked "FXO") on your phone system
    • For your key systems, have all of your lines clearly labeled and properly mapped.
    • Provide Verizon with the number of digits that your phone system expects to receive and, specifically, what digits are required.

    The graphic below depicts the equipment used, as well as the different configurations for analog and digital handoffs.

    Configuration

    Analog Configuration

    Digital Configuration
    Customer Provided Device Requirements

    PBX/Key System

    You or your phone system vendor is responsible for all PBX and key system configurations and ongoing support. As such, you may need to obtain assistance from your vendor to modify configurations to work correctly with Business Connection. Your vendor may also need to handle the configuration and testing of other equipment and networks with which the equipment interacts.

    CUSTOMER ACTION: It is your responsibility to ensure that the phone system/CPE is configured to accept inbound calls to every ANI used for outbound calls from the phone system. Verizon does not overwrite or mask the ANI for outbound 911 calls, so in the event that emergency personnel attempt to call the 911 caller back, the ANI on the 911 calls must be reachable via the phone system/CPE.

     

    Gateways

    You are responsible for configuring gateways based on Verizon requirements.

    Firewall

    You or your designated representative must be on-site on the day of installation to physically connect the Verizon VoIP equipment to the firewall, test it, and make configuration changes if necessary.
    Verizon will only set up basic Network Address Translation (NAT) function on the firewall.

    CUSTOMER ACTION: It is your responsibility to set up any additional configurations, such as port mapping to specific hosts, e-mail, web server, or other applications.

    Physical Requirements

    You must take specific action and/or ensure that the following items are appropriately addressed:

    • Provide a safe working environment for Verizon employees.
    • Provide a location for equipment that is environmentally sound. This area must be dry and sufficiently cooled to allow the equipment to function properly.
    • Provide a place to put the physical equipment, using one of the two available options:
      • A shelf on a 19-inch telecom rack.
      • A suitable table that can support the equipment weight and have the minimum dimensions of 24” wide by 20” deep with 24” of clearance for the equipment to be stacked.
    • Physical mounting points and interfaces must be compatible with the Equipment.
    • Provide a minimum of two 6-socket power strips.
    • Cabling and wiring needed to connect ordered equipment to the DMARC (Demarcation) is supported.

    CUSTOMER ACTION: You are responsible for general inside wiring which is not part of the installation of ordered equipment (CPE) or services.

    • Assume responsibility for hardware, software and memory compatibility issues related to existing equipment.

    Demarcation (DMARC) Extensions

    If services need to be extended beyond the telecommunications demarcation point, you are responsible for ensuring that extended demarcation facilities are installed and ready upon implementation of Business Connection. Alternatively, you may be able to order a DMARC Extension from Verizon or the third-party local exchange company (LEC). Delays in extending a DMARC may result in implementation delays.

    Telephone and/or data circuit lines must be mapped and fully installed with proper demarcation. The points of demarcation must be within six (6) feet (cable length) of the Equipment. Improperly installed DMARC extensions may result in implementation delays.

    CUSTOMER ACTION: You must verify that all ancillary equipment, supplies, and materials such as cables associated with connecting equipment have been received and are on-site and available, before the installation commences.

    Verizon recommends providing dial-in modem access to the Equipment, to allow remote access for testing and configuration. Remote Services can only be provided where this remote access is available. Not having a modem and standard phone line in your facilities room may result in additional charges associated with repair visits if a maintenance plan is not purchased.

    Power Requirements

    Adequate electrical power must be available and within reach of the Equipment.

    Loss of electrical power may cause the Verizon IP Integrated Access service to cease working if there are no accommodations made for back-up power. Verizon highly recommends that you install an uninterruptible power supply (UPS) onsite.

    Verizon does not provide UPS units with Verizon VoIP IP; however, if you choose to implement a UPS, the following are some guidelines for reliable communication in case of a power outage:

    • Back-up the entire building using UPS. This will protect all devices and equipment from power failures, including telephony, data networking, and PCs.
    • Provide a separate generator for back-up power (in addition to the feed provided by the utility company). In this case, you may still need to add UPS, because it may take a few minutes for the generator to ramp up.

    Note: The advantage of this approach is that less battery time is needed for each UPS. You should consult with your PBX vendor or your Order Manager for any additional power requirements as needed.

    Customer LAN/WAN Network Requirements

    Your LAN infrastructure must support voice and data traffic with appropriate QoS (quality of service) policies to deliver high quality voice. Verizon requires that your LAN/WAN must meet the standards specified in the bullets below to provision VoIP IP Integrated Access services (e.g., Business Connection). Changes in Customer LAN or WAN configuration could affect the performance level of the VoIP IP Integrated Access service, up to and including loss of dial tone.

    • Voice quality requires the use of switches on the LAN; use of Ethernet hubs can cause voice quality problems.
    • The existing LAN bandwidth should be evaluated to ensure it can support additional voice traffic. This can be done by measuring both average and peak bandwidth availability. It is suggested that peak link utilization be below 75 percent. If there is high latency LAN performance, voice quality will suffer.
    • The LAN should be set to full duplex mode (whenever possible).
    • LAN switches must be set to full duplex transmission to provide high voice quality.
    • You must be using a 10 Base-T or higher speed LAN, and Category 5 (CAT5) or higher wiring is required.
    • Certain Ethernet switches support VLANs and QoS to support voice and data traffic. We recommend that these features, if available, be turned on.

    CUSTOMER ACTION: We recommend that you run an anti-virus/anti-spyware program on all PCs prior to the installation of the Verizon VoIP IP Integrated Access service (e.g. Business Connection).

    Unsupported Applications

    Alarm, elevator, monitoring, credit card, ATM, DSL lines

    We do not port alarm, elevator, monitoring, credit card, ATM, or DSL lines as they typically use modem functionality, and we discourage using modems for any “public safety” applications. It is suggested that if communication is required for alarm systems, these remain on PSTN service.

    Modems

    We discourage using modems for any “public safety” applications. Modems should only be used on Verizon VoIP for services where “best effort” performance is acceptable. We do not provide performance guarantees or support of modem configurations.

  • Post - Installation

  • Software Updates and Ongoing Maintenance

    You are responsible for ensuring that all systems and equipment are at the minimum revision levels that we have certified for use with Verizon’s VoIP service.

    Feature Support

    You are primarily responsible for the set-up, monitoring, and maintenance of certain features of Business Connection. The following are some of these features:

    • Lightweight Directory Access Protocol (LDAP) integration with third-party authentication servers
    • Virtual LAN (VLAN) and firewall configurations after initial installation.

    Troubleshooting/Problem Resolution

    Business Connection includes an ADTRAN® Total Access 924e Integrated Access Device (router) with a Verizon 7x4x24 maintenance agreement. This agreement covers 7 days per week, 24 hours per day with best effort 4-hour on-site equipment replacement, if needed. You are responsible for contacting us to report troubles or issues on the Verizon Enterprise Center or by contacting VoIP Repair at 877-777-7176.

    We will use various industry standard procedures to test your ADTRAN Verizon installed equipment. You will be the point of contact noted on any trouble tickets and required to work with Verizon to resolve the problem.

    Equipment Requirements

    All equipment must be Verizon-certified, maintained with approved up-to-date software releases, and utilize configurations approved by Verizon. We support two certified software releases for every device—the current certified release and the previous certified release. It is your responsibility to ensure that all of your devices remain on the current certified release. You may contact us to obtain OS upgrades.

  • Manage Your Account with Verizon Enterprise Center

  • Verizon Enterprise Center gives you access to critical information and resources on demand from virtually anywhere, at any time. The comprehensive management tool can help you make the solutions you use work more efficiently, save time, and control costs. Also, you can carry this powerful tool with you through your mobile device or tablet. In addition to the network management tools, Verizon Enterprise Center gives you the ability to:

    • Get an order status, 24x7, from virtually anywhere in the world.
    • Save time by viewing and resolving billing, ordering, or repair questions online.
    • Create, view, and update repair tickets without the need to make a phone call.

    Registration is easy. Click here for detailed instructions (log-in required). Or view the Verizon Enterprise Center Registration Tutorial (log-in required). You will be provided with access to online billing, repairs and ordering capabilities.

    Once enrolled, you can call Verizon Enterprise Center Support at 1-800-569-8799 to gain access to the Dynamic Network Manager Tool.

  • Reporting and Manage My Features

  • Reporting

    Your VoIP Reports are accessed via the Traffic Reporting tool on the Network Tools tab in the Verizon Enterprise Center. There is a tutorial pre-recorded session that enables you learn the full VoIP Reporting functionality.

    You may access the self-lead tutorial course 24 x 7 at this link.

    For assistance while in Verizon Enterprise Center, navigate to live chat (“Chat Now”) from the home page.

    Manage My Features

    Integrated Administrative Console (IAC)

    The Integrated Administrative Console (IAC) bridges your computer and telephone networks into a single IP network that is manageable, scalable, and resilient. Your designated administrator(s) can manage telephone features and privileges across your entire enterprise.

    With Business Connection, the managing of your product features is simple within theVerizon VoIP - Integrated Administrative Console (IAC) environment (log-in required). There you will find specific user guides regarding your Business Connection product suite. If you have any questions about the documentation, click the 'Contact Us' link located in the upper right section of the page.

    Entitlements

    Contact the Verizon Enterprise Center Help Desk at 800-569-8799 to request access to the Integrated Administrative Console (IAC). Please be sure to have your Verizon Enterprise Center User ID and your Enterprise ID when you call.

    To Access the Integrated Administrative Console (IAC)

    Go toVerizon Enterprise Center Homepage > Network Tools -> click on "Manage Voice over IP link." The Integrated Administrative Console opens in another browser window.

  • Training

  • To ensure you are getting the most out of your service, Verizon offers several types of training at no additional cost via the Customer Training and Documentation website, including both live, instructor-led courses and pre-recorded tutorials, along with numerous user guides. Training courses and documents are available on topics such as the Verizon Enterprise Center, Integrated Administrative Console (IAC), and Internet Global Usage Reporting.

    Register through the Verizon Enterprise Center Homepage > Support > Training, or if you are not registered on the Verizon Enterprise Center, register directly by clicking on the Customer Training Site.

    To learn how to use the features of Business Connection, sign up for live training through the VoIP Customer Training Site and click on Getting Started in the lower right hand side of the page.

    In addition, specific user guides can be accessed via the following links:

  • Frequently Asked Questions

What is Business Connection? +

Verizon’s Business Connection solution provides Verizon VoIP and Internet Dedicated Services , an ADTRAN® Total Access® 924e IP Business Gateway router, and Verizon Installation and 7x4x24 Maintenance. Business Connection is a streamlined communications solution designed for businesses that want a cost-effective way to run voice and data over a single, reliable IP network. This service works with existing Key or PBX systems and does not require additional investment in costly infrastructure or desktop equipment. Verizon provides a high-quality, business-class solution backed by Verizon's strong service level agreements (SLAs) that support reliable performance with dedicated connections and reporting features to help organizations best utilize resources.

Click here for more details on Business Connection.

Why do I need an Onsite Order Verification Site Assessment Survey? +

To verify that your site is ready for the Business Connection solution, Verizon provides the Onsite Order Verification Site Assessment survey at no additional cost. This thorough site assessment will help avoid delays to your installation.

The survey will review your readiness level associated with the following areas:

  1. Customer Communication Room and Equipment
  2. Customer's Equipment/Type Connection
  3. Router Location in Communication Room
  4. DMARC location and proximity

Any issues identified during the assessment will be shared with you. It is important that you take action to remediate them. If your location(s) are not suitable, a price quote may be provided to you by the survey supplier to bring your locations in compliance. You have the option to accept the quote and proceed with an order, or you may also complete the required work independently.

Any questions about the site assessment survey can be addressed to your Order Manager.

Do I need my phone system vendor there for my Onsite Order Verification Site Assessment Survey? +

You do not need your phone system vendor to be onsite for the survey.

Why do I need two site surveys for Business Connection, and what are the differences? +

The site surveys will help you to verify that your site is ready to accept the Business Connection solution, and avoid implementation delays with the Ethernet access (if applicable) portion of your order, and with the installation of the IAD (router), and activation of the VoIP service, and porting of your numbers.

The Onsite Order Verification Site Assessment Survey is performed for each order. It reviews your readiness level associated with the following areas:

  1. Customer Communication Room and Equipment
  2. Customer's Equipment/Type Connection
  3. Router Location in Communication Room
  4. DMARC location and proximity

The Site Ready Survey is not always required. It only applies to the Verizon In-Region Switched Ethernet Access Network. It assesses if your facilities are ready. For example: Is innerduct or conduit required to be installed to support installation of cable during Verizon In-Region Switched Ethernet Access deployment. Your Order Manager will advise you if this survey is required.

What is an Order Verification Call and why do I need to attend? +

This important call confirms the configuration and technical details you need for your service to work for you. While you may have discussed some configuration details with your sales person, it’s important to review the entire configuration, discuss dependencies, and confirm that you and your site are ready for installation.

Where can I get help with making modifications or configuration changes to my Business Connection service? +

You can make changes to many VoIP features in the Integrated Administrative Console (IAC) accessed online via the Verizon Enterprise Center, which are considered “self-service” changes. Alternatively, you may request that Verizon make a change to any of the “self-service” features on your behalf as part of the Premium Services offered by contacting the VoIP Help Desk/Repair 24x7 at 877-777-7176. Additional fees apply.

Why do I need a phone/PBX vendor? +

Verizon will install your service up to your phone system, but you will need your phone/PBX vendor to be present on the scheduled dates and times provided by the Order Manager to connect any necessary cables and perform any programming/configuration, and testing on your phone system.

If you require an analog hand-off to a Key System, you or your phone/PBX vendor will also need to ensure all lines are clearly labeled and properly mapped. In addition, you or your vendor may need to connect an amphenol cable to a 66 punch-down block. You are responsible for retaining a phone/PBX vendor to perform any required work on your PBX or Key System.

I can’t find a phone/PBX vendor, what can I do? +

While Verizon doesn’t endorse any phone/PBX vendor, there are some vendor lists available online –one that is often used to find vendors is http://phoneinstallers.net/.

Disclaimer: Verizon provides this link for informational purposes only and does not endorse any of the vendors on the website.

Can I port all of my numbers? +

Some conditions could prevent all of your numbers from porting such as changing to a different rate center or current numbers from a carrier without portability. Special lines such as alarm, modem, credit card, and elevator lines are not recommended for porting. There are also rare conditions that could require a delay of several days to move phone numbers from one Verizon product to another. The Order Manager or sales person will be able to tell you if all of your numbers can be ported. It is important to note that you will continue to receive a separate bill for those numbers that are not ported.

When will my service be installed? +

Please refer to the Service Delivery Expectations section of the Welcome Kit. Business Connection involves multiple products being ordered and provisioned. Your Order Manager will provide you with an estimated due date after your order is placed. Generally, when no delays are encountered, and facilities are readily available, for the service installation type of T-1 (1.5 Mbps), your service can generally be delivered within 53 to 77 calendar days. For the service installation type of Ethernet, your service can generally be delivered within 81 to 105 calendar days.

How long will my lines be down? +

Most installations take less than 2 hours, but individual lines are generally disconnected and reconnected in less than 15 minutes.

What is the Integrated Administrative Console (IAC)? +

The IAC is an interactive portal that gives you control of your VoIP service – from creating usage reports to activating your VoIP features. Learn how to use it at the Integrated Administrative Console User Guide (log-in required) located on the Customer Training Site (log-in required).

Which IAC User Guide do I follow to manage my VoIP features, the one for ‘KSU’ or ‘IP Trunking PBX’? +

Business Connection works with any existing Key System (KSU) or PBX. It can include either IP Integrated Access (IPIA) or IP Trunking (IPT) as the VoIP portion of your bundle. IPT hands off SIP Trunking directly to your certified IP PBX. IPIA hands off either analog or digital connections to your Key System or PBX equipment. To learn which you have ordered, contact your Order Manager.

The Order Manager is asking what kind of phone system/PBX interface hand-off type (analog/digital/IP-SIP) I have. How do I determine this? +

Here are some helpful hints:

  • Have your phone/PBX vendor confirm the phone system’s interface/hand-off type.
  • Digital PBX systems:
    • Will typically have one wire connected from your service provider or Integrated Access Device (IAD).
    • Confirm that this wire connects to a DS1/PRI card in your phone system. The card should be recognizable as most have a single RJ45 port on the front of the card and clearly marked with a DS1, T1, or similar description.
  • Analog Key-Systems and Analog PBX systems:
    • Will typically have multiple wires connected from your service provider or Integrated Access Device (IAD).
    • Will typically use 66 punch-down blocks connected to an Amphenol ("AMP") port or multiple RJ11 ports (may be marked "FXO") on your phone system.
Who do I contact for repair? +

You may quickly open a repair/trouble ticket online via Verizon Enterprise Center or by calling VoIP Repair at 877-777-7176.

Learn how to create a trouble ticket in the VoIP Trouble Ticket User Guide.

How do I manage my account online? +

Your invoice will contain instructions to manage your account online via the Verizon Enterprise Center. You will be provided an invitation code to enter and complete the simple registration process.

What is a calling plan? +

A calling plan is available to customers with Key Systems and will limit the types of calls that end users can receive and send. Learn how to set one up at Key System IAC.

When does billing of my service begin? +
  • Billing for your Business Connection service will commence when phase 2 of the installation is completed. At completion of this phase your service is available for your use, even if you have not completed or have delayed local number portability (LNP), or Verizon is delayed in porting the numbers to your Business Connection service for reasons beyond its reasonable control.

    A billing tutorial can be found via this link (log-in required).

    User Guides for billing and invoices are available on the Customer Training and Documentation website via the following link (log-in required).

Who do I contact for billing? +
  • Online Inquires for all Services: When viewing your invoice online in Verizon Enterprise Center at www.verizonenterprise.com click “Create an Invoice Inquiry” from the Invoice Summary screen and follow the instructions to create and monitor an online inquiry. You may also track or create a trouble ticket from the portal homepage under the “Quick Tasks” section (no login required).

    Live Chat: you can chat online with Verizon Customer Care which can be accessed from the Support tab.

    Call: Customer Care/Billing: 800-937-6000.

  • Using the Business Connection Service

  • Web Access

    A computer and Internet access is required to access Verizon Enterprise Center to manage your Business Connection service. Please note that the Verizon Enterprise Center interface has been tested, but not certified, with Apple computers. You will be asked to provide log-in credentials to be used by your administrator for access to the web portal and manage your account.

    Verizon Enterprise Center Mobile is also available on supported devices with limited functionality (e.g., view, update and create tickets in Repairs and Quick Functions for wireline services).

    Features

    The initial provisioning of your service will be done by the Verizon VoIP implementation team in conjunction with your designated administrator(s). Post-implementation support will be managed by your administrator directly. For example, if implementing an Auto-Attendant, the service will need to be managed by your administrator online via the Integrated Administrative Console (IAC) and Verizon Enterprise Center.

    Training

    As part of Verizon VoIP service, Verizon will provide feature training options at no additional charge. To access Corporate Administrator Training materials, go to the Verizon Customer Training website.

    You can register for instructor-led training by selecting “IAC Admin” or access pre-recorded tutorials under "Verizon VoIP – Integrated Admin Console".

    Fax Machines

    G3 faxes that support G.711 can send and receive faxes with Business Connection. Faxing is supported; however, older fax machines may be unable to receive, or an occasional fax error is possible with certain types of fax machines. In order to minimize errors:

    • Fax machines must be configured with error correction turned off.
    • Ensure fax machines and phones are all serviced from the same punch-down or patch panel.

    You must dial prefix digits with fax machines to ensure proper codec is used or selected.  Customer must inform Verizon what the selected prefix digits are prior to implementation.

    IP Addresses

    Verizon will assign registered IP public addresses for use with your IP Integrated Access service. The default configuration would include one Public IP address, which it will be configured on the WAN (Wide Area Network). Verizon will provide additional addresses pursuant to your written request for up to 64 by completing an IP Justification form. Addresses will be assigned based on your requirements for WAN, LAN, and firewall outside interfaces. All IP address assignments are made as part of the activation process.

    Note: The IP Justification form can be obtained from the Order Manager or sales person.

  • Statement of Work and Additional Considerations

  • Statement of Work (SOW)

    1. Document network equipment configuration and price quote, as per pre-sale negotiations, and provide a written copy to you.
    2. Furnish all supervision, labor, equipment, materials and supplies required to complete an installation (collectively, "System Implementation"). This system will include installation of your router/integrated access device.
    3. Provide a single point of contact ("SPOC") at your organization to manage and participate in kick-off conference call and handle coordination with Verizon throughout entire project.
    4. Provide staging services including:
      • Material handling (unpacking, recording of serial numbers, and asset tag information as required)
      • Assembly/staging of equipment
      • Power-up test
      • Pre-configure equipment for circuit connectivity to Verizon provided transport
      • Pre-configure equipment with additional Site Specific Configuration, as required
      • Apply incremental operating system changes, as required
      • Document equipment configuration and IOS version
      • Apply customer provided Asset Tags, as required
      • Verify inventory with equipment package documentation
      • Repackage and process for shipment/delivery to customer location.
    5. Ensure that all ordered equipment is delivered to customer location.
    6. Physically place the System associated with the quote, in your designated rack space or other desired locations at your site.
      • Verify System power-up, operation of network interfaces and run internal diagnostics.
      • Verify circuit connectivity to Verizon provided transport.
      • Verizon will use reasonable efforts to avoid interruption of Customer’s network service during Business Hours. If it is necessary to interrupt network service during Business Hours, Verizon will notify the SPOC at least 48 hours in advance.
    7. Porting of phone numbers (if required).
    8. Activation and Testing of VoIP Services.
    9. Provide you written notice indicating the date System Implementation is complete (the "In-Service Date"). Verizon will attempt to meet your requested In-Service Dates, however Verizon cannot guarantee any In-Service Date. In-Service Dates are subject to the availability of materials and resources.

    Other Considerations

    • Verizon performs installations between the hours of 8:00 a.m. and 5:00 p.m. local time ("Office Hours") Monday through Friday, excluding Verizon observed and Federal holidays.
    • You must confirm you have no specialized security clearance requirements for Verizon employees.
    • You have no specialized training requirements for Verizon employees.