• Unified Communication and Collaboration as a Service (UCCaaS) for Goverment: SLED Edition Welcome Kit

  • What is UCCaaS for Government: SLED Edition?

  • Unified Communication and Collaboration as a Service (UCCaaS) for Government: SLED Edition (State, Local and Education) is Verizon's hosted and managed service based on Cisco's Hosted Collaboration Solution for Government (HCS - G). UCCaaS for Government: SLED Edition delivers business-grade communications and collaboration services from the Cloud, offering the flexibility of a premises-based solution with the simplicity of a hosted solution.

    UCCaaS for Government: SLED Edition provides industry-leading collaboration services including voice, video, instant messaging, presence and conferencing from the cloud with built-in U.S. government-level security so that agencies can collaborate securely on their approved devices. UCCaaS for Government: SLED Edition is authorized via the Federal Risk and Authorization Management Program (FedRAMP).

    UCCaaS for Government: SLED Edition provides the following Unified Communications and Collaboration (UC&C) services:

    • Call control (audio, video)
    • Integrated/unified voicemail
    • Presence and instant messaging
    • Enterprise mobility
    • Emergency Call Routing/Cisco Emergency Responder (CER)
    • Conferencing

    UCCaaS for Government: SLED Edition is far more than just cloud-based delivery of communication and collaboration services. UCCaaS for Government: SLED Edition can be viewed as a Platform as a Service offering. Here’s why:

    • UCCaaS for Government: SLED Edition meets security requirements: Protect data, maintain privacy and satisfy cloud-first mandates via a FedRAMP Moderate platform.
    • UCCaaS for Government: SLED Edition integrates with existing services such as Private IP, IP Trunking, conferencing services, Cloud Connected Audio (CCA) and Cisco Meeting Room (CMR). The flexibility built into the UCCaaS for Government: SLED Edition platform permits extendibility into future services, as well.
    • UCCaaS for Government: SLED Edition can integrate communications services into Enterprise ERP, CRM, and specialty applications such as SAP, Oracle, Salesforce, and Jive to allow users of those applications to click to call, see presence status and Instant Message, or launch a WebEx directly in those applications, creating seamless communications directly in the application and increasing business agility.

    UCCaaS for Government: SLED Edition delivers a simplified approach to deploying, managing, and upgrading collaboration applications and services via a flexible and predictable user-based monthly billing model.

    Formalizing your rollout of UCCaaS for Government: SLED Edition is one of the best ways to drive better business outcomes.

     

    Start with outcome planning – what are the goals you need to achieve a successful rollout?

    • Find an executive sponsor within your organization to drive adoption and use.
    • Maintain a project plan for activations.
    • Find a pilot group within your organization and support them through the following:
      • Training
      • Validating they have the support information they require
    • Follow up with survey and review after pilot is complete.
      • Review the survey, metrics and feedback.
    • Make project plan adjustments/tweaks.
    • Evaluate against desired business outcomes.
    • Launch and expand to Phase 2 with more end users.
  • About this Welcome Kit

  • We know that better matters and this site will help promote your company’s success! This Welcome Kit will be a great resource when you are migrating to UCCaaS for Government: SLED Edition and even after your UCCaaS for Government: SLED Edition has been implemented and you are managing your enterprise network.

    The navigation area on your left allows you to go to the different Welcome Kit areas organized by phase.

    We want your experience to be the best so be sure to review the following resources in the UCCaaS for Government: SLED Edition Welcome Kit below:

    • Check out the Implementation section below. This section will help you understand Verizon requirements and your responsibilities for each step to provide a smooth and timely installation.
    • Learn how to navigate the tools to best meet your company needs by utilizing our Training section. They provide many resources like User Guides, Pre-recorded training sessions and even live instructor led classes with private sessions available.
  • Your UCCaaS for Government: SLED Edition Team

  • Your UCCaaS for Government: SLED Edition team will help guide you through the full scope of services from contract signature to the implementation of your service.  Below are the Verizon representatives that will be primarily working to get your service up and running. 

     

    Implementation/Training Team

    UCCaaS for Government: SLED Edition Delivery Coordinator

    Your UCCaaS for Government: SLED Edition Delivery Coordinator will be your primary point of contact moving forward until the completion of your UCCaaS for Government: SLED Edition Implementation.  At the Kick-Off call, technical details will be reviewed, project plans will be discussed and critical team members will be introduced.  Critical team members will include the Customer Success Specialist.

    Your Delivery Coordinator will coordinate between you and the Verizon teams to:

    • Execute UCCaaS for Government: SLED Edition SOW (Statement of Work)/SOR (Statement of Requirements)
    • Manage UCCaaS for Government: SLED Edition deliverables
    • Customer communications for project planning
    • Build the UCCaaS for Government: SLED Edition implementation schedule
    • Complete UCCaaS orders
    • Data collection coordination

    Your Delivery Coordinator will work with you to establish a communication plan throughout the life of the project.  Your Delivery Coordinator will help you prepare the following:

    • Schedule a kick-off meeting to discuss project scope and review key deliverables.
    • Create a Project Team list.
    • Create, manage and maintain a weekly project schedule.
      • Project schedule will be produced in Microsoft® Project format.
    • Create Verizon and customer escalation contact lists.
    • Schedule and facilitate a weekly meeting via teleconference to review progress to date, upcoming events and issue resolution.
      • Meeting to include members of the project team identified by the Verizon Project Manager and customer’s project lead.

    UCCaaS for Government: SLED Edition Engineer

    The UCCaaS for Government: SLED Edition Engineer will be responsible for the following:

    • Designing and delivering your UCCaaS for Government: SLED Edition solution
    • Technical project lead
    • Creating a Low Level Design
      • For the Low Level Design, Verizon’s UCCaaS for Government: SLED Edition Engineer will work with you to create a “blueprint of your UCCaaS for Government: SLED Edition.”  The Low Level Design phase takes approximately 30 days.
      • Your approval of the low level design is required.
    • Configure apps and users, as described later in this document
    • System testing
    • Provide Day 1 support

    Other Verizon Support Functions

    If applicable, there may be other support involved with your UCCaaS for Government: SLED Edition implementation.  The following represent other support functions, as applicable:

    • CPE PM - Manage CPE site surveys, ordering, shipping, CPE installation and onsite Day 1 support, as defined in a SOW.
    • Verizon Field Services or TPV - On-premises site surveys, on-premises data collection, phone placement, on-site cut support, training as defined in a SOW.
    • MPLS OM/PM - Manage MPLS orders/activations to meet UCCaaS for Government: SLED Edition implementation schedule.
    • Order Manager - Your Order Manager will communicate as needed in the form of periodic emails and/or follow up calls to provide status on key information regarding the implementation and activation of your UCCaaS for Government: SLED Edition.   The Order Manager will work all aspects of the order directly with you and will gather any additional information needed.  The Order Manager will be in full communication with each other to help move your order to provisioning.  Although your UCCaaS for Government: SLED Edition Delivery Coordinator is your primary contact for your UCCaaS for Government: SLED Edition implementation, you may contact your Order Manager via email or phone at any time. 
    • VoIP OM/ PM - Manage VoIP orders/activations to meet UCCaaS for Government: SLED Edition implementation schedule.
    • Cross-Tower PM - Manages delivery of all the UC components, particularly where the overall solution extends into UC components beyond UCCaaS for Government: SLED Edition, as defined in a SOW.
    • Transition PM/PMO  - Coordinate Verizon teams to execute overall contract (not specific to UCCaaS for Government: SLED Edition).

     

    Post Install/Lifecycle Team

    Customer Success Specialist

    • Provides resources for you to facilitate your employee end-user product education and consulting on end-user training collateral, as well as end-user awareness campaigns post-sale.
    • Overall Training and Ongoing Adoption Strategy.
      • Monthly Usage Analysis Reviews (health check)
      • Ongoing Adoption Strategy to increase awareness, training, and analytics
    • Validation of end-user experience and productivity gains.
    • Provides consulting to help you achieve your business priorities, reduce pain points and drive toward solutions.

    Collaboration Consultant/Account Team

    • Support customer relations, submit associated Verizon orders, provide contract management and technical sales related tasks.

    UCCaaS for Government: SLED Edition Service Desk

    • Provide Day 2 support (service/change (ie: MACD) and fault management).
    • The administrators for your UCCaaS for Government: SLED Edition installation can receive Level 2 and Level 3 support from the Verizon Repair Service Desk, and Network Operations Center (NOC) in the following ways:
      • Web-based tools
      • Customer service centers
      • Expert support centers
      • Project engineers
  • Steps for a Successful Delivery

  • Steps for a Successful Delivery of your UCCaaS for Government: SLED Edition Service

    To successfully deliver your UCCaaS for Government: SLED Edition,  there are some activities that must be completed by both Verizon and you. Our goal is to keep you informed and aware of all the steps.

    Verizon Steps

    Verizon will take the following actions to provide a smooth implementation of your UCCaaS for Government: SLED Edition:

    • Assign UCCaaS for Government: SLED Edition Delivery Coordinator to be your primary point of contact moving forward until the completion of your UCCaaS for Government: SLED Edition Implementation.
    • Schedule a kickoff meeting to discuss project scope and review key deliverables.
    • Create a Project Team list.
    • Create, manage and maintain weekly project schedule.
      • Project schedule will be produced in Microsoft® Project format.
    • Create Verizon and customer escalation contact lists.
    • Schedule and facilitate a weekly meeting to review progress to date, upcoming events and issue resolution.
    • Coordinate with customer on tracking of orders for MPLS, VoIP, CPE and UCCaaS for Government: SLED Edition (as required).
    • Initiate your data gathering of network, phone, and internet information required for UCCaaS for Government: SLED Edition.
    • Coordinate project design reviews in preparation for low-level design.
    • Coordinate customer’s gathering and verification of end-user/station details.
    • Coordinate Verizon-procured customer premises hardware shipment, phone registration and delivery (if required).
    • Coordinate test and activation plans and Day 1 activities up to hand over to Day 2.

    Customer Steps

    The following steps on your part will also lead to a successful and timely delivery of your UCCaaS for Government: SLED Edition service:

    • Assign a primary point of contact (POC) within your organization to complete data gathering and station review forms.  
      • Primary POC should be reasonably knowledgeable about telephony.
      • If adding many sites (especially small sites), primary POC will likely need POC at each location to discuss timing and the project plan, and to help with station reviews.
      • Verizon will provide templates and assist with questions remotely.
      • If you need a resource to complete station reviews, this will be a separate engagement.
    • Prepare for Cisco Expressway for Mobility Services (if applicable)
      • Cisco Expressway is an advanced collaboration gateway that provides session-based access for remote workers, without the need for a separate VPN client.  Please see the “Pre-Implementation Checklist” for an overview of Expressway requirements. 
    • Review your device choices with your Verizon Account Team to confirm your devices are compatible with both the UCCaaS for Government: SLED Edition environment and packages purchased.
      • GSA rules do not permit use of TLS 1.0.  Only TLS 1.2 phones are permitted to be used.
      • Non-Cisco devices are not supported.
    • Ensure your VoIP and/or Private IP services are activated.  
      • Delays in completing VoIP (Delays in porting/CSRs for VoIP) and Private IP (delays in IP addressing) may delay UCCaaS for Government: SLED Edition implementation.

     

    Kickoff Call

    The Customer Kickoff Call is the first gathering set up by your UCCaaS for Government: SLED Edition Delivery Coordinator after your UCCaaS for Government: SLED Edition contract has been signed.  The call would consist of:

    • Verizon UCCaaS for Government: SLED Edition Project team introductions (UCCaaS for Government: SLED Edition Delivery Coordinator, UCCaaS for Government: SLED Edition Engineer, and other team members as applicable.)
    • If there are other Verizon teams involved as part of the UCCaaS for Government: SLED Edition project team (CPE PM, VOIP PM, MPLS PM, etc), they would be included.  However, not all solutions have these team members.
    • Customer project team introduction.
    • Review scope/solution as defined in the Statement of Work (SOW)/Statement of Requirements (SOR).
    • Explain high-level project lifecycle.
    • Review Verizon and Customer deliverables.
    • Discuss Change Management process (changes to SOR/SOW).
    • Discuss next steps (communication plans, pick dates for weekly status calls, etc).

    Note: Your Delivery Coordinator will be your primary point of contact moving forward until the completion of your UCCaaS for Government: SLED Edition.

    It is your responsibility to have a local contact to be present on the due dates provided to avoid re-scheduling and potential service downtime

    The Delivery Coordinator will participate in the Customer Kickoff Call(s) and will host additional UCCaaS for Government: SLED Edition calls as required to collect and verify technical details required to complete the UCCaaS for Government: SLED Edition implementation.

    Based on the final UCCaaS for Government: SLED Edition order submission tasks will be systematically created and assigned for remaining implementation work.

    Note: In addition to the Customer Kickoff Call, you may be invited to other product order verification calls (i.e. Access, Private IP, Internet Dedicated Service, Voice over IP (VoIP), and Customer Premises Equipment (CPE) (Integrated Access Device, aka Router).  Those respective order teams will reach out to you, if needed.

     

    Pre-Implementation Checklist

    Be prepared for a successful implementation by doing the following:

    ✔ Understand your business requirements and how end users will interact with your systems.

    ✔ To avoid delays, have a phone vendor or someone familiar with your phone system review and complete the Station Reviews for each end user. 

    Note: If you need assistance Verizon can offer this service as an additional engagement.

    ✔ Provide three /24 subnets.

    ✔ Provide Site list.

    ✔ Provide capacity detail – final growth expectations with timelines.

    ✔ Be prepared to open firewalls.

    ✔ Provide Lightweight Directory Access Protocol (LDAP) server Internet Protocol (IP) address(es).

    ✔ Identify Private IP Virtual Private Network (VPN) for Voice over IP(VoIP)/UCCaaS for Government: SLED Edition.

    ✔ Be sure to stay on top of VoIP and PIP deployments.

    ✔ Your account team will provide information regarding these deployments and your responsibilities.

    ✔ Delays in completing VoIP and PIP can delay UCCaaS for Government: SLED Edition implementation.

      ✔ Delays in porting/CSRs for VoIP.

      ✔ Delays in IP addressing.

     

    Prepare to Order Cisco Expressway for Mobility Services, if applicable. Cisco Expressway is an advanced collaboration gateway that provides session-based access for remote workers, without the need for a separate VPN client.  Verizon will need the following information:

    • All necessary DNS and security policy information for federations
    • Fully Qualified Domain Name (FQDN) for UCCaaS server names
    • DNS server IP addresses for UCCaaS servers
    • Approximately 15-20 CA-signed certificates (Verizon will provide a Customer Service Representative for this task)

    Note: There are strict requirements for use of certificates on UCCaaS for Government: SLED Edition.  Please work closely with your UCCaaS for Government: SLED Edition Engineer to ensure are requirements are able to be met.

    • You will own the configuration of DNS SRV:
      • Local internal
      • Local DNS A records
      • Public DNS A records
      • Public SRV records
    • Workstation certificates
    • Ensure that WebEx® is version T.29 or higher
      • Must purchase CMR add-on for WebEx if integrating with WebEx

    Note: Only Jabber is supported on Expressway.

     

    Provisioning  

    Once the UCCaaS for Government: SLED Edition order is submitted, the provisioning of your service will occur.  The activation process may vary depending on the scope of your UCCaaS for Government: SLED Edition.

    Below is a list of the UCCaaS for Government: SLED Edition functions Verizon will provision for you, if applicable.

    1. Configuration of Call Control and/or Voice Mail and/or Presence/IM
    2. Configuration of Voice on premise ISR Gateway(s)
    3.  Note: Verizon must be provided remote access to these devices

    4. Configuration of Single Number Reach (SNR)
    5. Integration with customer LDAP / Active Directory including SSO (single sign on)
    6. Configuration of Federally compliant Cisco IP phones
    7. Configuration of one Music on Hold (MoH) per site
    8. Configuration of one Auto Attendant per site
    9. Configuration of one Hunt Group per site
    10. Configuration of Native Emergency Call Routing
    11. Configuration of SIP Trunking via Verizon Data Centers
    12. Configuration of Extension Mobility Profiles (not to include Cross Cluster)
    13. Configuration of Federally Compliant Soft Client (Jabber)
    14. Configuration of fax devices
    15. Configuration of Expressway
    16. Configuration of encrypted voice services (SRTP for on network communications)
    17. Configuration of WebEx for appropriate packages

    For an in depth overview of all aspects of the services provided during the installation, please ask your account team for a copy of the Statement of Requirements (SOR).

    For details on the above as described in the Service Attachment, please click on the following URL:  http://www.verizonenterprise.com/external/service_guide/reg/cp_uccaas_plus_toc.htm

  • Implementation Overview

  • The UCCaaS for Government: SLED Edition Delivery Coordinator will create a customer specific project plan identifying the tasks required to deliver the UCCaaS for Government: SLED Edition solution.  The chart below gives an example of high level tasks and estimated time frames to deliver the core and stand up the first physical location. 

    NOTE: Actual implementation times may vary from the example shown below.

    Estimated UCCaaS for Government: SLED Edition Implementation Timeline

    Week 1

    Week 2 - 4

    Week 5 – 8

     

    Week 9 – 10

    Gather resources

    UCCaaS for Government: SLED Edition core configurations completed

    Configure apps

    UCCaaS for Government: SLED Edition testing

    Schedule Kickoff call

    Low-level design discussions/creation

     

     

    MPLS ordered

    Customer reviews and signs off Low-level design

    Data collection workbook due two weeks prior to cutover

    Administrator training, if purchased

    VoIP ordered

    Schedule planning

    User/phone configurations finalized

     

    CPE ordered

    Data collection begins (Site Level Detail - User by user inventory of phone numbers, MAC address, UCCaaS for Government: SLED Edition package by user) 

    MPLS activation

    UCCaaS for Government: SLED Edition activation (first site)

    UCCaaS for Government: SLED Edition ordered

     

    SIP activation

    Day 1 support

    Begin initial data gathering

     

     

    Transition service to Day 2 support

    There may be additional recurring tasks required for any additional sites with your UCCaaS. Such tasks may come at an additional cost and may include:

    • Data collection
    • MPLS activation
    • VoIP activation
    • Porting
    • Phone placement
    • User acceptance testing, including onsite emergency calling, per site
    • End user and Administrator training
    • UCCaaS customized activation tasks
    • Day 1 support

    The graphic above outlines each phase of the UCCaaS Project lifecycle.

    Be prepared with your station reviews for the fastest implementation experience. A Station Review includes site level detail such as: user by user inventory of phone numbers, MAC address, UCCaaS package by user, etc. You should assign a point of contact (POC) to complete data gathering and station review forms.

    • Primary POC should be reasonably knowledgeable about telephony.
    • If adding many sites (especially small sites), primary POC will likely need POC at each location to discuss timing and the project plan, and to help with station reviews.
    • Verizon will provide templates and assist with questions remotely.
    • If you need a resource to complete station reviews, this will be a separate engagement.

    Customer Provided Device Requirements

    Verizon suggests reviewing your device choices with your Verizon Account Team to confirm devices are compatible with both the HCS-G environment and packages purchased.

    • All devices must be TLS 1.2
    • For devices that do not support extension mobility, Customer shall be responsible for providing the device information necessary to configure the endpoint, such as the MAC address.

    If applicable, please be aware that only the Jabber client (PC and mobile versions) will work on Expressway.  

    Preparing for the Cutover

    • Customer is responsible for physical placement and connectivity of the phones to the network. For phones that do not support extension mobility, Customer shall be responsible for providing the device information necessary to configure the endpoint, such as the MAC address.
    • Freezing data
      • A two-week data freeze will go into effect once the completed data collection workbook is received from you.
      • No changes to user configurations or adds/deletes can be performed during implementation. Changes will be made during Day 2 as service/changes (ie: MACDs).

    User Acceptance Testing (UAT)

    User acceptance testing is a critical step before hand-over.

    • Verizon performs an extensive Operational Readiness Test (ORT) per cluster remotely when first location is installed/activated on Day 1.
      • Testing includes standard tests and tests customized to your features.
        • Includes configuration testing of 10% of all phones.
        • Verizon can perform this function remotely, if remote access to devices is made available.
        • If additional testing (resources and/or requirements) is requested these services may be purchased via a Statement of Work (SOW).
      • All subsequent sites will follow an agreed-upon test plan prior to activation, focusing on the specific users and functionalities of each location.
    • On-site testing is only available if on-site field services have been purchased.
      • Verizon will work with on-site personnel to complete testing.
    • If no field services have been purchased, you must coordinate with remote Verizon resources to perform final testing per site, including emergency calling testing.
      • You will receive a copy of the test plan and you must perform testing with remote assistance from Verizon.
      • You must emergency call test both native and ported numbers to ensure employee safety.
    • If issues are found, depending on the issue, Verizon will either resolve or refer to an alternate resource (such as recommend additional training, refer questions to account team, etc.).
    • When all issues are resolved, you are ready to transition to lifecycle support.
  • Customer Portals

  • 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. Or view the Verizon Enterprise Center Registration Tutorial. You will be provided with access to online billing, repairs and ordering capabilities.

    For additional help or to obtain entitlements for usage of Verizon Enterprise Center tools, you can call Verizon Enterprise Center Support at 1-800-569-8799.

    Opening Repair Tickets

    You can create, view, update, and escalate tickets in Verizon Enterprise Center.

    With its direct link to Verizon back-end systems, Verizon Enterprise Center makes it easy to track and manage your repair tickets. Other functionality includes:

    • Manage the repair process without calling customer service.
    • Get emails or pages when certain ticket conditions occur by setting up notification rules.
    • Receive standardized updates quickly without ever logging in by using “Quick Tasks.”

    Checking the Status of Your Ticket

    There may be instances that you need to check on the status of your ticket within Verizon Enterprise Center. The information below outlines ways to check the status.

    Quick Tasks – Once a ticket is created, you can also use Quick Tasks through Verizon Enterprise Center for status updates and much more throughout the incident process. Access the Quick Tasks tool by entering the 13 digit Verizon ticket number and the first 3 characters of the customer contact name on the ticket into the “PIN Code” field. For example, Lonnie from the help desk reports an issue to Verizon and opens a ticket. Jim at the site location can use the Quick Tasks tool to check the status using the full ticket number and “LON” as the PIN code.

    Automated Notifications – You can elect to receive automated notifications via email from the Verizon repair services ticket. When opening a ticket, an email address will need to be provided and you can choose to receive automated notifications on a number of different ticket events (e.g. status updates, testing results, dispatch information, or ticket resolution). You can also add contacts through Verizon Enterprise Center or Quick Tasks.

    Reactive Incident Management

    The assigned contact number serves as the entry point for customers to report problems or troubles. This group will evaluate the service report and engage the UCCaaS Service Desk for UCCaaS-specific troubles. The UCCaaS Service Desk owns the trouble report from there and provides hourly updates on outage tickets. The Assigned Customer Service Desk will also be the point of contact for updates on trouble tickets or to request escalations.

    Proactive Monitoring & Trouble Ticketing

    Most incidents are proactively detected and ticketed by the Verizon management systems. You may occasionally encounter issues that aren’t detected by Verizon systems. In those situations, please report the problem using one of the methods listed. A Customer Service representative will refer customer-initiated tickets to the appropriate NOC.

    Please note: Proactive notifications are only sent for issues within the main applications (call manager, IM/P and voicemail).

    Using Your Service Instance ID (SIID)

    In Verizon Enterprise Center you can enter the Service Instance ID (SIID) to open an repair ticket or a Service/Change (ie: MACD). A SIID is a site location identifier specific to UCCaaS provided to you by your Customer Success Specialist. Your services may have several SIID’s. It is important to use the correct one that applies to the event you are reporting. Using the correct SIID will aid in routing and tracking your tickets.

    Administrative Portal CUCDM (Cisco Unified Communications Domain Manager)

    In conjunction with the standard service, Verizon will provide Customers with access to applications that will allow trained agency administrators and help desk personnel the ability to perform certain activities* in the following categories:

    • End User Management
    • Application User Administration
    • Phone Management

    *Note: In order to help ensure the integrity of the platform, certain capabilities (such as role / platform administration, dial plan administration, among others) will be restricted to the Verizon operations team and will not be available to Customer personnel. 

    Additional Note: Training for use of CUCM is not included in standard services and limited training available at an additional cost.  Use of CUCM should be restricted to those users with an existing knowledge of CUCM as the training provided by Verizon will only be an overview of existing functions.

    Self-Administration capabilities include, but are not limited to, those listed below:

    • Add, Remove, Update, Change an IP Phone or Soft Phone
    • Add, Remove, Update, Change an IP Phone or Soft Phone Functional Configuration
    • Add, Remove, Change Lines
    • Add, Remove, Change a User Functional Configuration, Directory Listing, Call Capabilities
    • Add, Remove, Change SNR Settings For A User
    • Add, Remove Members To a Line/Hunt Group
    • Add, Remove, Change Line/Hunt Groups
    • Add, Remove, Change VG Devices/Ports
    • Add, Remove, Change Call Pickup Group
    • Add, Remove, Change Call Pickup Group Member
    • Add, Remove, Change Extension Mobility Set  Up/Login Features
    • Add, Remove, Change Voice Mail Box
    • Add, Remove, Change Voice Mail Box Functional Configuration
    • Voicemail PIN Reset
    • Add Presence User
    • Add Presence User Functional Configuration
    • Add, Remove FAC/CMC Codes
    • Add, Remove, Change Call Handler Configurations
    • Add, Remove, Change Call Park, Meet Me
    • Add, Remove, Change Directed Call Park
    • Add, Change Phone Button Configuration
    • Add, Remove, Change Users From Intercom Function Groups
    • Add, Remove, Change Intercom Function Groups
    • Add, Remove, Change CTI Route Point Configurations

    BCE (Business Customer Exemption) /CPNI (Customer Proprietary Network Information) must be in place before credentials to maintain security and privacy will be handed over.

    • BCE is the form that allows you, the customer, to authorize employees to receive user name and passwords.
    • Employee of record on the BCE must state who may receive CUCM credentials.
    • If employee of record leaves, new BCE must be in place and request access before Verizon can release CUCM admin accounts.

    CUCM is only accessible on a private network; it cannot be accessed over the public internet.

    • Verizon will use your private addressing space to enable CUCM access.

    Note: Ask your Verizon Account Team for further details on CUCM.

  • Day 1/Day 2

  • Day 1

    Day 1 ends when performance-impacting issues are resolved (per your contract). Following completion of the implementation phase, the service becomes operational and transitions to Day 2 managed support for the ongoing service.  

    Day 2

    Day 2 verifies that our customers continue to achieve exceptional value with Verizon as their UC&C partner.

    Keeping Your Contacts Up To Date

    It is important to keep your contacts up to date for notification about the following important events:

    Service/Change (ie: MACD) Ticket and Repairs Tickets:

    • Entered via the Verizon Enterprise Center for a user who has been entitled to see the UCCaaS for Government: SLED Edition service in the Verizon Enterprise Center.
    • The Verizon Enterprise Center maintains the user’s contact details.
    • If a user needs to be changed, please work with your account team to set up a new user in the Verizon Enterprise Center
    • Please note that tickets called in will use the contact detail of the caller, which will not automatically be saved.

    Site and Data Center Outage and Maintenance Announcements:

    • Please ensure that your account team has all the correct contacts for maintenance announcements.
    • If this contact leaves, please work with your account team to update your site contact so we can keep you informed of events.

    Opening a Ticket

    Opening Repair Tickets

    Support starts after an application is considered up and billable.  If you need to report a service issue, you can open a repair ticket in the Verizon Enterprise Center (VEC) web portal under the Repairs tab. To review details on this, please see the Verizon Enterprise Center under Customer Portals section of this Welcome Kit. 

    You can also create a ticket and receive status updates through the voice portal by calling 800-444-1111, or calling the number provided to you at activation. Emphasize that you are calling about UCCaaS for Government: SLED Edition. For status updates, enter or speak your 13 digit Verizon ticket number. Our automated systems will provide a quick status on your ticket. You can also request to speak with a live agent at any time.

    To facilitate the Level 2 and Level 3 support you receive, you need to do the following:

    • Appoint an administrator or administrators to report trouble incidents and submit authorized change management requests.
    • Provide Level 1 support services for internal operations with adequately trained staff. 
    • Before requesting support, make sure the problem isn’t caused by items not included in the UCCaaS for Government: SLED Edition service.
    • Register for your Verizon Enterprise Center (VEC) access so it’s available when needed.

    Please note: Network maintenance for the conferencing portion of your UCCaaS for Government: SLED Edition service occurs every Friday 7pm to midnight Pacific Time.  However, in the event of an emergency, maintenance can occur any night of the week. 

    Opening Service/Change (ie: MACD) Requests

    Service/Change (ie: MACD) (Moves, Adds, Changes, Disconnect) changes are administrative in nature, and relate to ongoing additions, modifications, and deletions of end user phone numbers, phones, and mailboxes. These changes impact single users only, can be performed during business hours, and require no coordinated testing after completion. When available, customers who wish to perform their own service/change (ie: MACD) changes may do so utilizing the secure access methods provided via the administrative portal. Customers who seek a full support experience and prefer to have Verizon provide remote service/change (ie: MACD) support. 

    Please note: Conferencing does not have traditional service/changes (ie: MACDs). Adds and changes should be handled by your designated administrator in charge of conferencing related changes.

    Your Responsibilities When Opening Repair and Service/Change (ie: MACD) Requests

    Note: These steps only apply to the UCCaaS portion of your service, and should not be utilized for conferencing changes.

    Please have the following information available before placing a call or opening an electronic ticket via Verizon Enterprise Center. Emphasize that you are calling about UCCaaS for Government: SLED Edition.

    • Customer Contact Name
    • Customer Contact Telephone Number
    • Customer Contact E-mail Address
    • Directory Number/Telephone Number (DN/TN) of user(s) impacted (When entering online into Verizon Enterprise Center (Verizon Enterprise Center), this may require entry of country code or a leading, such as 1NPANXXXXXX)
    • User(s) Location/Site information
    • UCCaaS for Government: SLED Edition Service Instance ID (SIID) (assigned per site) provided by your Customer Success Specialist.  This information is critical or you will experience delays. 
    • Calling and Called party numbers, Time of day, Number of failed call attempts (repair tickets only)
    • IP Address (source and destination if available), MAC Address (if available/applicable)
    • Brief description of the problem/symptoms (failed registration/no dial tone etc.) including any steps taken to identify the problem or resolve the issue (repair tickets only)

    Note: Data shows that most UCCaaS for Government: SLED Edition call quality issues are related to the access circuit. We recommend that if you are experiencing call quality issues you should have your local access data circuit checked first (with VZ managed services or your local data circuit provider) prior to creating a UCCaaS for Government: SLED Edition ticket.  This step will help speed repair times.

    • Verizon Enterprise Center tickets are 13 digits, beginning with the year, month, and day (example – 2017012345678).

    Note: When adding a new IP Phone you must have the MAC address of the new phone when entering the request.  Otherwise, the new phone cannot be added to your account.  You must use your standard CPE processes in order to purchase the hardware.

    Note: The movement of phones between sites will require two service/change (ie: MACD) tickets: one for VoIP to update calling location, and one for UCCaaS for Government: SLED Edition to update the UCCaaS for Government: SLED Edition systems.

    For complete instructions on how to open a Service/Change (ie: MACD) request via Verizon Enterprise Center, see here https://customertraining.verizon.com/.

    Note: Please do not use the “Submit Move/Add/Change Order” selection in the Verizon Enterprise Center for UCCaaS for Government: SLED Edition requests.  Requests submitted using this option will NOT be visible to the UCCaaS for Government: SLED Edition Service Desk, and they will not be able to assist you.

    Please have the following information available when opening conferencing tickets:

    • Audio join method
    • Call in –what number did you call from – what number did you dial
    • Call from WebEx – what number did it call
    • Call using computer – what is your IP address
    • Date of Call:
    • Time of Call and Time Zone:
    • Detailed Symptoms you are experiencing
    • Any additional information you feel is important for us to know 
    • WebEx Meeting number

     

    Escalation Process

    Our goal is to restore your services to normal operating conditions as quick as possible.

    Repair Ticket Escalations

    To request the escalation of a ticket, please visit the Verizon Enterprise Center or the Quick Tasks tool online, if at all possible. Utilizing these online tools helps to expedite your escalation request. If you are unable to escalate online, or online escalation requests have not been answered in a timely manner, you may call the Escalation Service Desk at 888-212-0139, or call the number provided to you at activation, for heightened visibility. Your call will be answered by an escalation specialist who would be able to assist on all levels of escalation (level 1 to 5).

    Customer Expectations – Trouble Ticket Severity

    When an issue is initially reported, a trouble ticket will be opened.  Once the initial ticket information is gathered and support coverage is verified, a ticket number will be generated.  This ticket number will be provided to the caller or sent via email.  

    Customers should refer to the ticket number when referencing an issue in all future communications.  We also recommend that the ticket number be included in the subject line of any email correspondence.

    Tickets are assigned the following priority levels, with the associated response times.

    Please note: UCCaaS for Government: SLED Edition offers a “Time to Repair” SLA of four hours (from ticket opening to ticket closing, if dispatch is not required) for the core services available from Connection Manager, Unity Connection and Unified Presence Server. 

    Note: That service restoration due to failover to the redundant data center is considered repaired since service has been restored.  

    All other services and applications are guided by the chart below.

     

    Priority level

    Response time

    Definition

    P1

    4 hrs

    50% or more of total applications out of service

    All international outages

    Inability to complete to a single or multiple users

    50% or more of the location is out-of-service.

    50% or more of the ports/channels are out-of-service.

    Network outage with multiple customers affected.

    Critical system failure with multiple customers down.

    Equipment inoperable with no workaround capability with multiple customers affected.

    P2

    8 Hours

    Less than 50% of total applications out of Service

    Any completion problems

    Less than 50% of the location is out-of-service.

    Less than 50% of the ports/channels are out-of-service.

    Major/Slow performance issues.

    Single critical customer (1 user) is down with no Restoral.

    Major/Slow network performance issues.

    P3

    24 Hours

    Single incident service inquiries

    Single or multiple customers affected, but there is a clear workaround capability.

    There are intermittent problems.

    The impairment allows the customer to continue to function.

    Slow performance issues that are not a major issue with the customer.

    P4

    72 Hours

    Preventative maintenance service inquiries and MACD requests

    Non-intrusive reason for outage

    Not service affecting.

    Scheduled maintenance and repair.

    Scheduled upgrade.

    Single User Change Management Requests

    Service/Outage Definitions 

                When we refer to your event we will use the following definitions: 

    Critical Problem

    Application(s) down, access to application(s) down or intermittent issues affecting all users. (All users would be all locations)

    Incident

    Intermittent trouble or trouble affecting single user reported, single location issues or single location down

    Inquiries

    Request for information regarding the UCCaaS for Government: SLED Edition service (i.e.: feature configuration)

    Resolution

    Remediation of a problem to a customer’s satisfactory conclusion

    Response Time

    Time required to react and resolve to reported problem, incident or inquiry

    Work Around

    Reported problem or incident has not been resolved but configuration or feature changes provide an alternate solution to support service until the problem is fully resolved.

  • Changes to your Service

  • Service/Change (ie: MACD)

    Please note: The below refers to the UCCaaS portion of your service as conferencing does not have traditional service/changes (ie: MACDs).  Adds and changes should be handled by your administrator in charge of conferencing related changes.

    The following section outlines how you and your organization can manage service/change (ie: MACD).  Per month, service/changes up to 5% of your base are included with your existing service (for example, if your site has 100 users, five service/change tickets can be opened per month at no additional cost).

    Please refer to the table below for a description, example, request mechanism, expected processing time, and billing information relevant to each type of change management.

    For instructions on how to submit a service/change (ie: MACD) request in Verizon Enterprise Center, please refer to https://customertraining.verizon.com

    Special Notes on Service/Change (ie: MACD) Requests for Adding DIDs

    Please note adding DID’s (telephone numbers) is a three step process:

    1. Open a VoIP service/change request using your Standard VoIP processes to request a block of new DID’s. 
    2. Once the DID’s are received, open a UCCaaS service/change (ie: MACD) request to add the new numbers to the number inventory in CUCM.
    3. Once the numbers are available in CUCM you may add users to the DIDs using self-care or you may open a service/change (ie: MACD) ticket.

    Special Notes on Service/Change (ie: MACD) Requests for CER and Emergency Call Routing

    • The Customer has to have an administrator in order to access the service.  If your administrator access needs to be changed, please open a service/change (ie: MACD ticket).  Service/change (ie: MACD) tickets are not required for changes in location of devices because the system will automatically update locations as long as the ELAN (emulated local area network) location has been made available to the system. 
    • When a device moves between locations (whether floors or any geographic distance such as Virginia to California or even Canada), the system knows the device moved because the system correlates DIDs with ELANs. The ELAN is associated with both the geographic address of the site and the device DID.
    • Please note, if the Customer adds IP addresses, floors to an existing geographic location, switches, network changes etc – any condition where ELAN’s might need to be updated – the system will need to be configured to respond to these changes.  If these changes occur, the system will need to be updated via a Professional Services engagement.
    • Please note, the system does not update the PS Ali database.  The Customer has to go to the PSAP and associate the DIDs associated with the ELAN with the correct address.  This must be done manually or with a service provider such as RedSky or Entrado. 

    Special Notes for Adding Administrative Access for Call Manager (CUCM):

    Please note, for CUCM administrative access new users/changes or deletions, please request this change via a service/change (ie: MACD) request, then choosing “User Entitlements” when asked to select Item.  For fastest processing, be specific about the nature of the change in the notes section. 

    Please note that a user cannot have standard user rights as well as administrative rights in one account. They must have two separate accounts; one for standard services and one for their administrative access.

    Adding Administrators can be completed via service/change (ie: MACD) request if the following conditions are satisfied:

    1. In order for any administrator to have access to CUCM the customer must sign a Business Customer Exception (BCE). Customer administrators are identified within the BCE.
    2. Only administrators identified within the BCE may designate new administrators.
    3. If no available administrator is identified within the BCE, an amendment to the BCE may be required to ensure that new named administrators are in the BCE. If necessary, please work with your account team to revise and execute an amended BCE prior to requesting creation of initial Customer CUCM credentials.
    4. In order for a new administrator to be added by customer, a copy of the signed BCE amendment must be provided with your service/change (ie: MACD) request.

    An up to date version of the CER administrator guide for the administrative portal is available here: https://customertraining.verizon.com.

     

     

    Service/Change (ie: MACD)

    Description

    Administrative, user or line level changes that are not design impacting

    Examples

    • Add, remove, update a user
    • Add new IP Phone or soft phone to a user (if new phone, must have MAC address of new device, device must be ordered via existing processes)
    • Add, remove, update a User’s Directory Listing, Call Capabilities
    • Add, delete or update Phone Button Configuration (soft or hard key)
    • Add, Remove, update Extension Mobility Set Up/Login Features/Single Number Reach
    • Add, Remove, Change Voice Mail Box
    • Voicemail password reset
    • Move a phone between sites (also requires VoIP ticket to update calling location)
    • Change CUCM Administrator access
    • Change CER or Emergency Call Routing Administrative access

    Request Mechanism

    Submit request via the Verizon Enterprise Center Portal.  For further information on using the Verizon Enterprise Center Portal, please see the process documented on the Customer Training and Development Center: https://customertraining.verizon.com.

    Note: End-user service/change (ie: MACDs) are not supported by the Service Desk. The Customer Administrator(s) are the only interface to Verizon. Alternatively, the Customer may perform service/change (ie: MACDs) via the self-service portal.

    Request Process

    Generally within 72 hours for service/changes (ie: MACD) in standard service; Express tickets (add administrator) processed in 24 hours; Emergency tickets (voicemail password resets) processed in 4 hours; performed from 8 a.m. to 5 p.m. ET in the US.

    Billing

    No charge for customer-performed service/changes (ie: MACD). Verizon-performed service/change (ie: MACD) tickets billed according to customer contract (up to five tickets per every 100 installed users).

     

     

     

    Standard Change Management

     

    Description

    More complex technical changes that are design-impacting but not warranting their own project

     

    • Examples
    • Add, remove, update Call Park, Call Pickup Groups, Directory Numbers
    • Add, remove, update Music On Hold
    • Modify existing gateways, gatekeepers, and trunks
    • Modify a Route Pattern (ex: send all calls from one site beginning with 3xx and 7xx to an 3rd party PBX)
    • TBD - Modify Forced Authentication Codes and/or Client Matter Codes (based on nature of request)

     

     

    Request Mechanism

    Submit request via the Verizon Enterprise Center Portal using the service/change (ie: MACD process). For further information on using the Verizon Enterprise Center Portal, please see the process documented on the Customer Training and Development: https://customertraining.verizon.com.

    Note: End-user service/change (ie: MACDs) are not supported by the Service Desk. The Customer Administrator(s) are the only interface to Verizon.

     

    Request Process

    Within 5 business days.

     

    Billing

    Costs incorporated into UCCaaS monthly recurring charges

     

     

     

     

     

    New Project

     

    Description

    Design-impacting change

     

    • Examples
    • Order new packages not in original order, even if to be used for existing subscriber (Entitlements)
    • Create new gateways, gatekeepers, and trunks
    • Add new server, new location, new application, new LDAP
    • Modify or create new Class of Control
    • Modify or create new Translation Patterns
    • Modify or create new partitions and search spaces
    • Create new Forced Authentication Codes and/or Client Matter Codes (or modify existing, based on nature of request)
    • Major upgrade if outside of standard support

     

    Request Mechanism

    Statement of Work requested from Account Team

     

    Request Process

    Time required to prepare, review, and implement SOW will vary depending on complexity and customer scheduling

     

    Billing

    Billing: Costs estimated via Statement of Work

     

    Service/Change (ie: MACD) and Standard Change Management

    Customer Service attends to administrative needs associated with requests while the expert support centers focus on management application issues and changes specific to UCCaaS for Government: SLED Edition.  They fall into three categories:

    • Service/Changes (ie: MACD)—these changes are administrative in nature, and relate to ongoing additions, modifications, and deletions of end user phone numbers, phones, and mailboxes. These changes impact single users only, can be performed during business hours, and require no coordinated testing after completion. When available, customers who wish to perform their own service/change (ie: MACD) may do so utilizing the secure access methods provided via the administrative portal. Customers who seek a full support experience and prefer to have Verizon provide remote service/change (ie: MACD) support may do so using a number of service/changes per month equal to 5% of their user base, at no additional charge (for example, if your site has 100 users, five service/change tickets can be opened per month. at no additional cost).
    • Standard Change Management—these are more technical changes, such as modifying device pools, calling search spaces, translation patterns, hunt configurations, and time-of-day routing. They have a broader impact than service/changes (ie: MACD) and generally affect multiple users, lines, and/or devices. Often they also must be made outside of business hours and require the involvement of on-site customer personnel to work with Verizon personnel to schedule a maintenance window to perform the work as well as test the newly implemented changes. These types of changes are bundled into the monthly recurring charges for UCCaaS for Government: SLED Edition.
    • New Projects—these are changes that impact the call routing or functionality of an entire location or customer environment, such as the addition of a new location or Cisco application, reconfiguring call routing for an entire location, or upgrading or adding new functionality to the Cisco applications. A design engineer is usually required to vet the changes ahead of time. Due to the high impact of these changes, Verizon must work closely with the customer’s technical engineers during the entire process. Thorough testing of the impacted environment is required after the work is complete and involves both Verizon personnel and on-site customer personnel. This work is highly variable in costs and therefore requires a project-specific estimate via a Statement of Work. This type of cost is NOT included in ongoing UCCaaS for Government: SLED Edition monthly recurring fees.

     

    Adding a New Site/New Projects:  Contacting Your Verizon Account Team

    When you want to add a new service or make a design change, such as the addition of a new application or an additional site(s), please contact your Account Team.

  • 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.

     

    Monitoring and Management

    Verizon uses world-class Unified Communications application management platforms to provide both reactive and proactive application monitoring, trouble alerting, trouble identification, trouble resolution and remediation.

    The following is monitored with a default polling rate of 30 sec:

    • VM health (CPU, Memory, Disk, etc)
    • UC Application health (critical service crash, DB health, device registration drop threshold, media resource exhaustion, route (SIP trunk) exhaustion, license exhaustion, etc)

    If a critical event is discovered (ex: High CPU, critical service crash, memory exhaustion, VM down, etc…) an alert is automatically generated.  Alarms go to the service monitoring tool which automatically creates proactive service tickets. The proactive service tickets get assigned to support engineers on duty for a resolution.

    Proactive notifications are only sent for issues within the main applications (call manager, IM/P and voicemail).

    Patch Management

    Verizon maintains responsibility for patching. Verizon tracks approved Cisco patches. Verizon will proactively apply all Severity 1 security-related patches, in conjunction with customer communication. You may request a specific patch application, if required, due to a specific functionality issue in your environment.

    Upgrades

    Verizon will perform up to one major software upgrade of the UCCaaS for Government: SLED Edition application and features per year, if available and as specified in the upgrade SOR.  Such software upgrades will be communicated to, and wherever possible, coordinated with Customer.  UCCaaS for Government: SLED Edition applications and features versions must be kept to within 2 versions of the most current version supported by the UCCaaS for Government: SLED Edition datacenter (example: If UCCaaS for Government: SLED Edition platform is at 11.x, Customer version cannot be less than 9.x). It is the customer’s responsibility to ensure that Customer maintained applications, devices, hardware and CPE are compatible with the most current version supported by the UCCaaS for Government: SLED Edition datacenter. If Customer does not maintain the software upgrade of the UCCaaS for Government: SLED Edition application and features, Verizon may terminate Customer’s Services for cause, upon written notice to Customer. 

    Please see the “UCCaaS for Government: SLED Edition Upgrade Experience” deck for a complete overview of the upgrade process and your responsibilities.  A simple overview of the steps required during an upgrade is as follows:

    Cisco UCM implements the concept of active and inactive partitions.  When performing an upgrade of CUCM, the upgrade is performed on the inactive partition.  CUCM does this by copying the configuration database and applying the new version of the software on the inactive partition.  This allows the “upgrade” of the platform to be done anytime, even during business hours.  Once the upgrade has completed in the background, all that remains is a reboot of the platform to then begin using the new version of the software.  In the interim, there will be the need to impose a change moratorium to ensure that the configuration database doesn’t change from the time the upgrade begins until the time the swap to the newly active partition is performed.

    During the reboot of the publisher the customer will experience no service outage, except the inability to make platform changes until the upgrade has fully completed.  When the subscriber servers are rebooted, the customer will experience brief, intermittent periods where phones will failover between the active and backup subscribers.  For this reason, it is recommended that the swap to the active partition be done outside of regular business hours for the customer.

    Ongoing Maintenance Process

     

    We will periodically have to perform maintenance on your service to ensure the best possible experience.  The below outlines our process and definitions.

    Maintenance activities are assigned a L1, L2 or, L3 classification.  The classification impacts your experience.

    L1 – Customer Affecting/High Risk Activities

    • Maintenance occurs between 12am-6am local time of the data center being impacted
    • L1 maintenance includes anything which causes an interruption of the following services: calling (Call Manager), voicemail (Unity) and instant messaging and presence (Unity Connection) and Attendant Console.
    • Please note, any event which requires a re-registration of the above services due to an outage/failover is automatically considered an L1
    • L1 maintenance events require notification 10 business days in advance to customers
    • At times, maintenance events may require exceptions to this standard:
      • Maintenance events in which the time to complete the work exceeds the standard hours of 12am–6am
    • In case of lengthier maintenance events, we will attempt to complete the event at 11pm – 7am local time of the data center being impacted, but endeavor to never start before 10pm local time of the data center being impacted.
      • Emergency maintenance events may require less than ten days advance notice to customers

    L2 – Minimal Customer Affecting Activities

    • Maintenance occurs between 10pm-7am local time of the data center being impacted
    • L2 maintenance includes any outage to non-mission critical services such as: Corporate Directory, Federation, Extension Mobility, CUCDM, IPMA etc…
    • L2 maintenance events require notification 48 hours in advance to customers
    • Please note, phones may re-register due to maintenance of the above services.  Since calling, voicemail, instant messaging and presence and attendant console are not failing over, the maintenance I still considered an L2 

    L3 – Low Risk activities

    • Maintenance occurs 5PM - 6AM local time of the data center being impacted
    • L3 maintenance has no interruption of customer’s service or traffic
    • Scheduled at least 48 hours in advance but Customers are not notified.

     

    Communication for Maintenance Events

    Verizon’s standard format will include the following, and reference to the Welcome Kit section on “Business Continuity Planning”, which includes expected behavior during failover events.

    Maintenance notifications will be sent prior to maintenance events via the MASTARS system and the ETMS ticketing system.

    The format of the ETMS notifications will be approximately as described below. When time permits Engineering will also send out ETMS notifications at the start and stop of events, as well as if event has been cancelled.

     

    Verizon Maintenance Notification

    Verizon UCCaaS Customer:

    This email is to inform you of a maintenance event being done on our UCCaaS network. Below you will find detailed information on the maintenance and any impacts to your environment. If you have additional questions regarding this maintenance, please contact your Verizon Account Team or Technical Service Manager.

    Thank you for your business and your partnership.

    Verizon Support Team

     

    Maintenance Date/Time (GMT): Dec 28 2021 05:11 GMT - Dec 28 2021 06:11 GMT

    Maintenance Location: BELTSVILLE, ID, US

    Impact Duration: 1 Hour(s)

    Verizon MASTARS Request number: XXXXXXXXX

    Verizon ETMS Ticket number: 2018xxxxxxxxxxxxxxxxxx

    Maintenance Category

    Maintenance Category

    Impact

    Infrastructure & Network Maintenance

    Yes/No

    UC&C Applications

    Yes/No

    Management Applications

    Yes/No

    Maintenance Impact

    Service Impact Area

    Without Expressway Impact

    With Expressway Impact

    Audio & Video Calling services

    Yes / No

    Yes / No

    IM/P services (Jabber)

    Yes / No

    Yes / No

    Voicemail

    Yes / No

    Yes / No

    Administrative Portal

    Yes / No

    Yes / No

    Attendant Console Standard and Advanced

    Yes / No

    Yes / No

    Corporate Directory

    Yes / No

    Yes / No

    Extension Mobility (hot desking / hoteling)

    Yes / No

    Yes / No

    IPMA (Manager Assistant with Shared Line Support

    Yes / No

    Yes / No

    Integrated Virtual Machine Management

    Yes / No

    Yes / No

    Off-Net Video Calling

    Yes / No

    Yes / No

    Inter-Domain Federation (instant messaging outside of organization)

    Yes / No

    Yes / No

    Third Party Applications

    Yes / No

    Yes / No

  • Business Continuity Planning

  • Periodically Verizon will need to take parts of the data centers offline for maintenance purposes, or emergency events may occur which require transferring services to the non-primary data center.  Due to the geo redundancy of our systems, your impact for most products and services should be minimal as business continuity is built into the UCCaaS architecture by design.

    As described in the Service Description, core service configuration data is replicated across data centers and then backed up in each data center, creating a fully redundant and resilient system, which enables us to offer a 100% Availability SLA.

    Communication

    For planned maintenance, Verizon will announce the maintenance with as much notice as possible using both letters to customers (delivered to account teams) and a formal maintenance notification/ticket in advance of the event.

    Maintenance communication will, at a minimum include: duration of event, customer impact and reasons for the event.

    For emergency events, fail over may occur automatically.  In these instances, notification will occur after the fail over occurs via ticketing.  If at all possible, Verizon will attempt to provide advance notice in emergency situations where we determine a system should be failed over.

    For emergency events, communication will occur throughout the duration of the event, including expected resolution times.

    Invocation

    Failover will automatically occur for Cisco Unified Communications Manager, Unity Connection and Unified Presence Server when there is any condition that prevents clients/endpoints from obtaining services from servers in a data center. Examples of such conditions are network outage, critical infrastructure outage, complete power outage, server outage (software crash, high CPU, memory exhaustion), etc.

    For maintenance events a graceful shut down will be executed using documented Methods and Procedures.

    Please see the two below charts for application behavior when failover is invoked.

    Please note: The below situations document behavior when individual items within the data center are unavailable.  However, if the connectivity to the data center is interrupted all components would be affected and the circumstances should be understood as if the individual component parts were down.

    Resolution

     

    For emergency events, after the event is resolved, a Root Cause Analysis (RCA) will be completed and distributed, and corrective action taken.

    Application Behavior during Business Continuity Events, without Expressway:

    Services & Features

    Cluster of Subscribers Out at Either Data Center

    Audio and Video Calling services not on Expressway, including users of Telepresence units.  This will typically, but not always, include: users of desk phones at a corporate location, and users of the Jabber client on PCs/laptops when logged in to the corporate VPN or at a corporate location.

    Phones and voice gateways registered to UCCaaS for Government: SLED Edition through the PIP connection will automatically failover to their backup servers in the other data center. During the failover, phones will automatically re-register to the alternate server either within 5 minutes when not on a call, or at the moment when the call is disconnected.  Phones will re-register again on the primary server when services are brought back up in the impacted data center.  While the majority of calls will be preserved during this maintenance, it is possible that under certain scenarios: (e.g. calls on hold, invoking a conference bridge or media termination point, etc.) calls may drop.

    IM/P services not on Expressway, including users of Telepresence units.  This will typically, but not always, include: users of desk phones at a corporate location, and users of the Jabber client on PCs/laptops when logged in to the corporate VPN or at a corporate location.

    IM/P will not automatically failover.  Users must log out and then log back in to obtain service from the redundant data center. When services are available again users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    Voicemail services not on Expressway, including users of Telepresence units.  This will typically, but not always, include: users of desk phones at a corporate location, and users of the Jabber client on PCs/laptops when logged in to the corporate VPN or at a corporate location.

    Voicemail will fail over to the redundant data center.  When services are available again users should be automatically re-registered to the primary server, or if logged out, will need to log in again.

    CUCM – Impacted by events which include database updates

    No CUCM service will be available during a failover. This means that access to portal for customer configurations will be unavailable.

    Corporate Directory

    Corporate Directory services will not automatically failover.  Users will need to log out and log back in to Jabber to obtain service in the redundant data center.  When services are restored users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    Extension Mobility

    Extension Mobility services will not automatically failover.  Users will need to log out and log back in to Jabber to obtain service in the redundant data center.  When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    Third Party Applications

    Please note that we cannot predict the end user experience of third party integrations. Any integrations with UCCaaS for Government: SLED Edition from a third party may be unavailable during outages or maintenance periods and should be assumed to be down during this time.

    Application Behavior during Business Continuity Events, with Expressway:

    Services & Features

    Expressway Out

    Audio and Video calling services on Expressway. This will typically, but not always, include remote users of Jabber on mobile clients such as smartphones, remote users on PCs/laptops not dialed in to their corporate VPN, and users using Expressway enabled desk phones.

    Calling services will not automatically failover.  Users will need to log out and log back in to Jabber to obtain service on the redundant Expressway server.  When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    Please note, searching the directory via LDAP is not supported on Expressway, even during normal production conditions.

    IM/P services on Expressway. This will typically, but not always, include: remote users of Jabber on mobile clients such as smartphones, remote users on PCs/laptops not dialed in to their corporate VPN, and users using Expressway enabled desk phones.

    IM/P will not automatically failover.  Users must log out and then log back in to Jabber to obtain service from the redundant Expressway server. When services are available again, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    Please note, screen sharing on IM/P is not available on Expressway, even during normal conditions.

    Voicemail services on Expressway.  This will typically, but not always, include: remote users of Jabber on mobile clients such as smartphones, remote users on PCs/laptops not dialed in to their corporate VPN, and users using Expressway enabled desk phones.

    Voicemail will not automatically failover.  Users will need to log out and log back in to Jabber obtain service on the redundant Expressway server.  When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    CUCM – Impacted by events which include database updates

    CUCM is not available via Expressway.

    Please note for Extension Mobility: If the data center is not available the Extension Mobility service will not be able to function, regardless of the condition of Expressway.  When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    Corporate Directory

    Corporate directory services will not automatically failover.  Users will need to log out and log back in to Jabber to obtain service in the redundant data center.  When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    Extension Mobility

    Extension Mobility services will not automatically failover.  Users will need to log out and log back in to Jabber to obtain service in the redundant data center.  When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.

    Please note, If the data center is not available the Extension Mobility service will not be able to function, regardless of the condition of Expressway. 

    Third Party Applications

    Please note that we cannot predict the end user experience of third party integrations. Any integrations with UCCaaS from a third party may be unavailable during outages or maintenance periods and should be assumed to be down during this time.

  • Adoption and Training

  • Adoption

    Email campaigns for your end users and administrators can be provided to help improve adoption and understanding of the Jabber client and other end user focus topics, helping to smooth the transition to Verizon services and reducing burden on your internal help desk. These pre-packaged quick hits on our most popular topics can be shared by you with your end users and administrators.  Your Adoption Specialist can get you started.

    A sample campaign might include:

     Email 1: Cisco Jabber Quick Reference Guide

    Email 2: Share Your Status with Others using Jabber

    Email 3: Jabber Quick Tour - Contacts

    Email 4: Jabber Quick Tour - Recents

    Email 5: Jabber Quick Tour - Voicemail

    Email 6: Jabber Quick Tour - Meetings

    Email 7: How to Access Jabber’s Powerful Self Care Portal

    Email 8: How to upgrade a Jabber conversation to WebEx

     

    End User Training Resources

    Verizon has created an end user support page which can be used to educate end users on the benefits and use of Jabber. Resources include short how-to videos as well as one pager topics on common Jabber functionality.

    http://www.verizonenterprise.com/products/business-communications/unified-communications-collaboration/training-tools/uccaas-support/

    Additional training resources are available on the Customer Training and Development center (CTD). These resources are designed for customer trainer use, but are useful for end user training as well.  Formats include power point presentations and video tutorials. 

    https://customertraining.verizon.com/

    These resources include the following topics:

    • Device specific telephone user guides
    • Jabber guides
    • End-user self-care guides
    • Extension Mobility user guide

     

    Administrative Resources

    Additional training resources are available on the CTD for Administrators.  These resources can help smooth the transition to Day 2.

    https://customertraining.verizon.com/

    These resources include the following topics:

    • How to open repair (issue) tickets
    • How to open global change management requests
    • How to use CER

     

    Formal Administrative Training Provided by Verizon, if Purchased

    Verizon will remotely train administrators in the CUCM Administrative Portal as an additional engagement.

    Verizon will hold a two-hour remote Net Conference training for your designated primary and back-up System Administrators (up to four resources).

    Training will cover all items under the CUCM/UC Administration Guide.  A copy of the guide is available for your review at your request at no additional cost.

     Customer Prerequisite Training Items:

    1. Customer will provide internet connectivity and PCs with applicable web browsers for attendees
    2. Customer will provide equipment (phones, POE switch, cables, etc.)
    3. Training may be recorded at the Customer’s discretion if the following conditions are met:
      •  Consent of all participants to be recorded is obtained.
      • No sensitive personal information of participants – such as home address, personal email address, cell phone number, social security number – is permitted to be recorded.

    Recording may only be used by Customer for its internal UCCaaS for Government: SLED Edition training.

  • Frequently Asked Questions

What is UCCaaS for Government: SLED Edition +

UCCaaS for Government: SLED Edition provides industry-leading collaboration services including voice, video, instant messaging, presence and conferencing from the cloud with built-in U.S. government-level security so that agencies can collaborate securely with almost anyone, anywhere on their device of choice. UCCaaS for Government: SLED Edition is authorized via the Federal Risk and Authorization Management Program (FedRAMP).

In the mobile, fast-paced workplace, your employees need to be able to work with constituents, colleagues, and partners however, whenever and wherever they want. Collaboration tools, such as mobile and video devices, are always changing. You need to be sure that your employees can work together using the latest features, such as voice and video conferencing, web meetings, instant messaging, and presence.  They should also be able to use their devices of choice and be productive as possible—even on the road or working from home.

UCCaaS for Government’s cloud approach reduces complexity for IT and for users who just want to get their jobs done while enabling new collaboration applications. With UCCaaS for Government: SLED Edition, agencies shift from a capital expenditures (CapEx) financial model to an operating expenses (OpEx) financial model by paying for only what they need. The ability to scale applications and users up or down as needed will facilitate management and control.

Security

FedRAMP provides a standardized, cost-effective, and risk-based approach for the adoption and use of cloud services by U.S. government agencies. FedRAMP processes are designed to assist federal government agencies in meeting Federal Information Security Management Act (FISMA) requirements for cloud systems. By standardizing security assessment, authorization, and continuous monitoring for cloud products and services, this program delivers costs savings, accelerated adoption, and increased confidence in security to U.S. government agencies that are adopting cloud technologies.

System Profile

  • Software as a Service (SaaS)
  • UCCaaS for Government: SLED Edition Cloud dedicated to U.S. government entities
  • FedRAMP Authorized at the Moderate Impact Level

 

Dedicated Per-Customer Application Deployments

  • Separate application deployments for each customer provide additional logical separation of agency data
  • Flexible Access Control and User Management
  • Single sign-on and optional directory integration
  • Agency has discretion over and ability to customize roles and permissions assigned to partner and customer users

 

Comprehensive Encryption of Sensitive Data

  • All endpoints must support FIPS 140-2 encryption.
  • FIPS 140-2 compliant, end-to-end encryption is utilized for sensitive data transmitted outside of the boundary (including endpoint communications) and for application and tools traffic inside of the boundary
  • All data at rest inside the boundary is encrypted to the same standard

 

Continuous Monitoring

  • Continuous scanning against database of current global security vulnerabilities.
  • Logging and monitoring at network, infrastructure, operating system and application levels.
  • Centralized auditing
  • Centralized logging platform for log collection and aggregation
  • Centralized alerting
  • Tier 1, 2, 3 support for trouble and security management.

 

Application-Based Policy Enforcement and Management

  • Configurations and user roles are set on a per-application level.
  • Policies follow users as they roam networks.
  • Customize, manage, and enforce usage features.

 

Third-party Reviews & Audits

  • Audited by an independent FedRAMP third-party assessment organization.
  • Monthly reviews of security stature with sponsoring agency.

 

Benefits

With UCCaaS for Government: SLED Edition, people can share ideas, make decisions, and serve constituents from anywhere faster and more flexibly. UCCaaS for Government: SLED Edition helps you to:

  • Provide industry-leading services—including a complete suite of enterprise telephony features and reliability—so that they can collaborate how they want, when they want, and on their devices of choice.
  • Simplify delivery: Reduce complexity and free up your IT team while you collaborate: UCCaaS for Government: SLED Edition is a cloud service to help you focus on your strategic priorities and not on maintenance and upgrades.
  • Meet security requirements: Protect data, maintain privacy and satisfy cloud-first mandates via a FedRAMP Moderate platform.

 

Capabilities

Voice and Video Call Control

Simplify with voice and video as a service. Access voice and video services the way you prefer from an IP phone, mobile phone, or desktop client.  UCCaaS for Government: SLED Edition is a reliable, secure, scalable and efficient way to offer voice and video services.

Voice Messaging

Voice messaging capability that includes voice messaging transmission, reception, and storage 24x7 except for periodic scheduled maintenance

Mobility

Give users one number to dial, redirect incoming IP calls to designated phones, move calls between desktop client and mobile phones, create personalized access lists, and give access to all your corporate call features from mobile phones. You can also give your organization the freedom to be productive from anywhere, on any device, with Cisco Jabber® unified communications client. Cisco Jabber allows you to access all your collaboration tools including instant messaging, presence, voice, video, voice messaging, desktop sharing, and conferencing.

Instant Messaging and Presence

Get answers quickly and make your availability known. With Cisco Jabber, you can begin an instant-messaging session, make a phone or video call, or start a Cisco WebEx® meeting—all with just one click.

Emergency Call Handling

UCCaaS for Government: SLED Edition supports 911 and E911 services. 

Conferencing

Meet and manage meetings and projects in real time to present, share, or collaborate from nearly anywhere, almost anytime.  Cisco WebEx is a FedRAMP service that you can use to meet face to face from anywhere, see and hear the same information at the same time with attendees, collaborate and increase productivity without the need for travel, and make meetings more engaging with high-definition (HD) video, audio, and content sharing.

Where is UCCaaS for Government: SLED Edition Available? +

Verizon UCCaaS is available in the United States.

How is UCCaaS for Government: SLED Edition billed? +

Bills are generated monthly according to your particular agency’s billing cycle.  Bills are derived based on a per package daily count that is averaged across the month.

Packages are eligible to be billed based on the following conditions:

Communicator Packages:

-           Users/devices will be considered to be using a Communicator package if the minimal conditions to achieve dial tone are met.  This means the device has been registered (ie: assigned an end point and a phone number).

-           Additionally, user/devices will be considered to be using a Communicator package if a user profile has been assigned which includes a telephone number.  Typically this will include target device profiles used with extension mobility.

Advanced Communicator Package:

-           Users are will be considered to be using an Advanced Communicator package if the above Communicator conditions are met, as well as if any one of the following feature sets are found to be configured on the account: IM/P, video calling, single number reach (SNR) or additional devices configured beyond the first device (up to ten).

Collaborator Package:

-           Users are will be considered to be using an Collaborator package if the above Advanced Communicator conditions are met, as well as if a webex account with only up to eight internal participants has been configured.

Advanced Collaborator Package:

-           Users are will be considered to be using an Advanced Collaborator package if the above Advanced Communicator conditions are met, as well as if a webex account with up to 200 external participants has been configured.

Please note, devices which meet the conditions to be billed for a package will be billed, even if no usage is present.  Users/devices which are unused for which you do not wish to receive a bill should be deactivated by requesting a service/change (ie: MACD) request.

Please note, Extension Mobility requires two packages to be assigned, (each with at least a minimum of the Communicator package): the target phone (either to an actual user or a “dummy” user), and the end user dialing into the target phone.  

Do I have to have Private IP and/or VoIP Services with Verizon to implement my UCCaaS for Government: SLED Edition? +

While SLAs are best maintained with a complete Verizon network including Private IP and VOIP, third party VOIP can be utilized and at least one connection to the Data Center with Verizon Private IP must be maintained.

What UCCaaS for Government: SLED Edition packages are available for my users? +

The service suite consists of four primary Packages; Communicator, Advanced Communicator, Collaborator and Advanced Collaborator. All but the Communicator primary packages support intra-company desktop video when used with videophones. In addition, there are several capabilities that can be ordered a la carte.

Verizon’s UCCaaS for Government: SLED Edition service consists of upfront implementation services, combined with convenient, monthly recurring fees based on the number of users.

Customers first select the desired packages for their organization. Then capabilities enabled by the selected packages are assigned to an End User and may vary within the Customer’s End User base.

Each package is allocated a number of allowed devices. “Devices” are defined as physical endpoints, mobile clients, PC-based soft clients, or integration with third party client software.  Point to point video can be supported between videophones such as the 99XX models, as long as the network is engineered to support bandwidth needs.

UCCaaS for Government: SLED Edition Packages

  • Communicator: Perfect for economizing—common area phones, break room phones, etc. where voice calling is the primary objective.   Includes voice calling and voicemail.
  • Advanced Communicator: All features in Communicator also have access to the Jabber application, IM/P, video capabilities, Expressway MRA for mobility, iOS and Android calling and up to ten endpoints. This package provides many features for a low price point, especially for a mobile phone or PC Jabber client user.
  • Collaborator: All services in Advanced Communicator as well as FedRAMP WebEx for up to 8 internal participants.
  • Advanced Collaborator: All services in Advanced Communicator as well as FedRAMP WebEx for up to 200 internal and external participants.

 

 

Communicator

Advanced Communicator

Collaborator

Advanced Collaborator

Voice Call Control

X

X

X

X

Voice Messaging

X

X

X

X

IM/P

 

X

X

X

Video Call Control

 

X

X

X

Mobility

 

X

X

X

Emergency Call Routing / Cisco Emergency Responder

X

X

X

X

Conferencing

 

 

X (up to 8 internal participants)

X (up to 200 external participants)

# supported endpoints

1

10

10

10

Supported devices

FIPS 140-2 compliant IP Phones

FIPS 140-2 compliant IP Phones and Jabber client (PC and mobile devices)

FIPS 140-2 compliant IP Phones and Jabber client (PC and mobile devices)

FIPS 140-2 compliant IP Phones and Jabber client (PC and mobile devices)

 

 

A la Carte Capabilities

Please note: audio conferencing features must be chosen in the same increments as the G3 package and can only be ordered with the Advanced Collaborator package. Available features are:

  • Additional Storage: Additional storage for WebEx conference recordings. Available in conjunction with the Advanced Collaborator package.  Available in 1 GB increments to expand the default 1 GB of storage available.  Once the allocated storage limit has been reached, no further data may be stored until space is freed up.
  • Add-on Audio Conferencing: Flat-rate audio subscription plan as an add-on to the Advanced Collaborator package.  Each entitled user has unlimited access to Domestic call-in services.
  • Note: Must be ordered in a quantity equal to the Advanced Collaborator subscription quantity and cannot be mixed with Add-on Audio Conferencing with Callback.
  • Add-on Audio Conferencing with Callback: Flat-rate audio subscription plan as an add-on to the Advanced Collaborator package.  Each entitled user has unlimited access to Domestic call-in and Domestic call-back services.
  • Note: Must be ordered in a quantity equal to the Advanced Collaborator subscription quantity and cannot be mixed with Add-on Audio Conferencing.
How do I add my additional UCCaaS for Government: SLED Edition sites? +

Additional sites require a complete engagement and design.  Please contact your Account Representative to begin this process.

How can I change my UCCaaS for Government: SLED Edition package? +

Package changes can be completed within the CUCM portal or as a service/change (ie: MACD) request.  Please see the section “Changes to your Service” to learn how to perform these activities.

Can I make any changes to my UCCaaS for Government: SLED Edition user configurations during my implementation? +

No.  A 2 week data freeze must go into effect once completed data collection workbook is received from you. No changes to user configurations or adds/deletes can be performed during implementation. Changes can be made during Day 2 as service/change requests (ie: MACDs).

Where can I get help with making modifications or configuration changes to my UCCaaS for Government: SLED Edition service? +

You can make changes to many UCCaaS for Government: SLED Edition features in the Customer Administrative Portal, 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 services offered by contacting the Service Desk as indicated in Day 2 section of this Welcome Kit.

Who do I contact for repair? +
When does billing of my service begin? +

Billing for UCCaaS for Government: SLED Edition will begin at the first billing cycle after Day 2 is complete.

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 an inquiry/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
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 are my SLAs? +

UCCaaS for Government: SLED Edition has Service Level Agreements (SLAs) for availability, call quality and time to repair, as well as a Service Level Objective (SLO) on notification.  Your account team can provide specifics on SLA availability and reporting.

What are My Reporting Abilities? +
  • Reporting is available on all SLAs.  Your account team can obtain availability and call quality reports for you on a monthly basis.

    The additional following reports are delivered monthly to your Verizon Enterprise Center account, automatically.  Reports are available via the Verizon Enterprise Center (click here) after requesting access and obtaining login. 

    Go to Manage Accounts/ Global Navigation and select Service Management Reporting

    Outage

    • Trouble ticket response times (time to repair)
    • Mean time to repair

    Change Management MACDs

    • Ticket response times
    • Mean time to resolve

    Change Management Password Reset

    • Ticket response times
    • Mean time to resolve

    Network Availability

    • Overview of network availability

    Ticket Inventory Package

    • Overview of tickets (ticket detail)

How Do I Manage My Features? +

Individual user features can be managed via the end user portal. The CUCM admin portal also allows for self-administration of many additional features.  Training for both can be found on the Customer Training and Development Center.

A repair ticket has been opened, now what? +

After you report an issue and a repair ticket has been opened with information about the problem, here’s what happens next:

  • Your support coverage will be verified.
  • A ticket number will be created and given to you by email or over the phone.
  • The ticket will be routed to the Repair Service Desk focused on management application issues and changes specific to UCCaaS for Government: SLED Edition.

For questions about ticket status, request an update from the Service Desk or check the Verizon Enterprise Center.

  • Be sure to include the ticket number in the subject line of your email communications.

 

Quick Tasks – Once a ticket is created, you can also use Quick Tasks through the Verizon Enterprise Center for status updates and much more throughout the incident process. Access the Quick Tasks tool by entering the 13 digit Verizon ticket number and the first 3 characters of the customer contact name on the ticket into the “PIN Code” field. For example, Lonnie from the help desk reports an issue to Verizon and opens a ticket. Jim at the site location can use the Quick Tasks tool to check the status using the full ticket number and “LON” as the PIN code.

Automated Notifications – You can elect to receive automated notifications via email from the Verizon repair services ticket. When opening a ticket, an email address will need to be provided and you can choose to receive automated notifications on a number of different ticket events (e.g. status updates, testing results, dispatch information, or ticket resolution). You can also add contacts through the Verizon Enterprise Center or Quick Tasks.

How soon before I get a response? +
  • We assign severity levels to every ticket. Each severity level has a corresponding response time that our Repair Service Desk has committed to meet.

  • Important Links