• Unified Communication and Collaboration as a Service (UCCaaS) for Government: Federal (Networx) Edition Welcome Kit

  • What is UCCaaS for Government: Networx Edition?

  • Unified Communication and Collaboration as a Service (UCCaaS) for Government: Networx Edition is Verizon's hosted and managed service based on Cisco's Hosted Collaboration Solution for Government (HCS - G). UCCaaS for Government: Networx 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: Networx 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: Networx Edition is hosted on the Federal Risk and Authorization Management Program (FedRAMP) platform.

    UCCaaS for Government: Networx 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
    • Conferencing

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

    • UCCaaS for Government: Networx Edition meets security requirements: Protect data, maintain privacy and satisfy cloud-first mandates via a FedRAMP Moderate platform.
    • UCCaaS for Government: Networx 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: Networx Edition platform permits extendibility into future services, as well.
    • UCCaaS for Government: Networx 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: Networx Edition delivers a simplified approach to deploying, managing, and upgrading collaboration applications and services via a flexible and predictable user-based monthly billing model.

    Whether the customer requires a FedRAMP moderate solution today, or requires additional flexibility migrating from on-prem to Cloud (example: continue using endpoints, gateways and 3rd party integrations that do not meet FedRAMP guidelines for an interim period), UCCaaS for Government: Networx Edition can provide deployment options that can ease the journey to the Cloud.

     

     

    HCS-G

    HCS-G FedRAMP

    Cisco Hosted on FedRAMP Infrastructure

    Standard

    Standard

    Operated and controlled by US Citizens

    Standard

    Standard

    Government approved architecture

    Standard

    Standard

    Continuous scanning for security vulnerabilities

    Standard

    Standard

    Continuous audits and reviews by FedRAMP assessment organization

    Internal audit

    Standard

    Flexible security compliance options

    Standard

    Not available

    Data encryption with FIPS 140-2

    Optional, see Endpoint support below

    Standard

    508 accessibility compliance

    Standard

    Standard

    Voice, video, messaging and IM/P

    Standard

    Standard

    Cisco Emergency Responder

    Standard

    Standard

    OTT Mobile and Remote Access (MRA)

    Standard using all available MRA compliant endpoints

    Standard using Jabber only

    Endpoint support

    Standard using all endpoints including 3rd party

    Standard using only FedRAMP approved secure endpoints (requires FIPS 140-2 compliant devices)

    Gateway support

    Standard using all gateways

    Standard using only FedRAMP approved secure gateways (requires FIPS 140-2 compliant devices)

    Webex Meet

    Standard using Webex Commercial and Webex FedRAMP

    Standard using Webex Commercial and Webex FedRAMP

    Webex Teams

    Standard

    Standard but integrated calling is not available

    Webex hybrid calendar and directory services

    Standard

    Standard

    One button to push for video endpoints

    Standard

    Standard

    Analog endpoints/fax

    Standard with all endpoints

    Standard with VG3xx only

    Contact center, Paging and other third party solutions*

    Customer premise or cloud based solution

    Customer premise or cloud based solution (but will need to meet FedRAMP interface compliance)

    Endpoint auto registration

    Standard

    Standard

    Cloud integrations

    Standard

    Available if FedRAMP compliant

    Local breakout

    Standard

    Available with ISR 4K only

    Central breakout

    Standard

    Standard

    SRST

    Standard

    Available with ISR 4K only

     

    * For more information on leveraged services that will be applicable to 3rd party apps such as Contact Center, Paging and other such applications that will reside outside the FedRAMP authorization boundary, see page 17 of “ What is important to consider for CSPs leveraging other services?”:

    https://www.fedramp.gov/assets/resources/documents/FedRAMP_Tips_and_Cues.pdf

     

  • 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: Networx Edition and even after your UCCaaS for Government: Networx 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: Networx 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.
    • Review the Day 1/Day 2 and Changes to Your Service sections to ensure a smooth operating environment after handover.
    • Software Updates and Ongoing Maintenance and Business Continuity Planning can help you prepare for maintenance events.
    • Learn how to navigate the tools to best meet your company needs by utilizing our Adoption and 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: Networx Edition Team

  • Your UCCaaS for Government: Networx 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 Team

    UCCaaS for Government: Networx Edition Delivery Coordinator

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

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

    • Execute UCCaaS for Government: Networx Edition SOR (Statement of Requirements)
    • Manage UCCaaS for Government: Networx Edition deliverables
    • Customer communications for project planning
    • Build the UCCaaS for Government: Networx 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: Networx Edition Engineer

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

    • Designing and delivering your UCCaaS for Government: Networx Edition solution
    • Technical project lead
    • Creating a Low Level Design
      • For the Low Level Design, Verizon’s UCCaaS for Government: Networx Edition Engineer will work with you to create a “blueprint of your UCCaaS for Government: Networx 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: Networx 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: Networx Edition implementation schedule.
    • VoIP OM/ PM - Manage VoIP orders/activations to meet UCCaaS for Government: Networx Edition implementation schedule.
    • Federal Program Management - Facilitates delivery of other UC components, particularly where the overall solution extends into UC components beyond UCCaaS for Government: Networx 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: Networx Edition Service Desk

    • Provide Day 2 support (service/change (ie: MACD) and fault management).
    • The administrators for your UCCaaS for Government: Networx 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: Networx Edition Service

    To successfully deliver your UCCaaS for Government: Networx 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: Networx Edition:

    • Assign UCCaaS for Government: Networx Edition Delivery Coordinator to be your primary point of contact moving forward until the completion of your UCCaaS for Government: Networx 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: Networx Edition (as required).
    • Initiate your data gathering of network, phone, and internet information required for UCCaaS for Government: Networx 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: Networx 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: Networx Edition environment and packages purchased.
    • 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: Networx Edition implementation. 

     

    Kickoff Call

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

    • Verizon UCCaaS for Government: Networx Edition Project team introductions (UCCaaS for Government: Networx Edition Delivery Coordinator, UCCaaS for Government: Networx Edition Engineer, and other team members as applicable.)
    • If there are other Verizon teams involved as part of the UCCaaS for Government: Networx 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: Networx 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: Networx Edition calls to collect and verify technical details required to complete the UCCaaS for Government: Networx Edition implementation.

    Based on the final UCCaaS for Government: Networx Edition order 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) etc….  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.

    ✔ Review the SOR to ensure all the LAN, IP addressing and other customer requirements are complete.

    ✔ 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 Virtual Private Network (VPN) for  use with UCCaaS for Government: Networx Edition, if applicable.

    ✔ 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: Networx 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: Networx Edition.  Please work closely with your UCCaaS for Government: Networx 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
    • Must purchase CMR add-on for WebEx if integrating with WebEx

    Note: Not all devices work on Expressway. Please ask your Verizon Account Team for further details on supported devices. 

     

    Provisioning  

    Once the UCCaaS for Government: Networx 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: Networx Edition.

    Below is a list of the UCCaaS for Government: Networx 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); Verizon must be provided remote access to these devices
    3. Configuration of Single Number Reach (SNR)
    4. Integration with customer LDAP / Active Directory including SSO (single sign on)
    5. Configuration of Federally compliant Cisco IP phones
    6. Configuration of one Music on Hold (MoH) per site
    7. Configuration of one Auto Attendant per site
    8. Configuration of one Hunt Group per site
    9. Configuration of Native Emergency Call Routing
    10. Configuration of SIP Trunking via Verizon Data Centers
    11. Configuration of Extension Mobility Profiles (not to include Cross Cluster)
    12. Configuration of Federally Compliant Soft Client (Jabber)
    13. Configuration of fax devices
    14. Configuration of Expressway
    15. Configuration of encrypted voice services (SRTP for on network communications)
    16. 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).

  • Implementation Overview

  • The UCCaaS for Government: Networx Edition Delivery Coordinator will create a customer specific project plan identifying the tasks required to deliver the UCCaaS for Government: Networx 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: Networx Edition Implementation Timeline 

    Week 1

    Week 2 - 4

    Week 5 – 8

     

    Week 9 – 10

    Gather resources

    Schedule planning

    Configure apps

    UCCaaS for Government Networx Edition System/Platform Operational Readiness Testing (ORT)

    Schedule kickoff call

    Low-level design discussions/creation

    Data collection workbook due two weeks prior to cutover

    Administrator training, if purchased

    MPLS ordered

    Customer reviews and signs off on low-level design

    User/phone configurations finalized

    UCCaaS for Government: Networx Edition activation (first site)

    VoIP ordered

    UCCaaS for Government: Networx Edition core configurations completed

    VoIP activation

    Site acceptance testing

    CPE ordered

    Data collection begins (Site Level Detail - User by user inventory of phone numbers, MAC address, package etc…) 

    MPLS activation

    8 hours remote 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 for Government: Networx Edition.  Some tasks may have an additional cost if outsourced to Verizon:

    • Data collection, including station reviews (additional cost)
    • MPLS activation
    • VoIP activation
    • Porting
    • Phone placement (additional cost)
    • Configuring devices which cannot utilize auto-registration (additional cost)
    • User acceptance testing, including onsite emergency calling, per site (additional cost)
    • End user and Administrator training (additional cost)
    • UCCaaS for Government: Networx Edition customized activation tasks (additional cost)
    • Day 1 support (additional cost other than the included 8 hours remote support)

    The graphic above outlines each phase of the UCCaaS for Government: Networx Edition 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, package 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.

    • For devices that do not support extension mobility, you will be responsible for providing the device information necessary to configure the endpoint, such as the MAC address.

    If applicable, please be aware that not all devices will work on Expressway. 

     

    Preparing for the Cutover 

    • You are responsible for the physical placement and connectivity of the phones to the network. For phones that do not support extension mobility, you will 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).

     

    Operational Readiness Testing (ORT)

    Upon completion of the system implementation, Verizon will conduct system testing as agreed upon in the Design Phase. This system testing is known as Operation Readiness Testing. To support this testing Verizon will create a test plan to validate that the functionality and technical requirements of the UC solution matches what was identified in the Low Level Design which you signed off on as part of the project execution.  ORT will confirm readiness for migration into the production environment.

    To support ORT your responsibilities include:

    • Selection of site
    • Feature testing as defined by Operational Readiness Test (ORT) plan.  You must be prepared to make calls as part of the test plan execution. This requirement can be fulfilled by employee resources or purchased via an additional engagement.

    Issues uncovered during system testing directly related to Verizon’s responsibilities will be resolved, and then re-tested. Any additional issues discovered during system testing that are related to your responsibilities will be documented and turned over to you for resolution.

     

    Activation Date and Site Acceptance Testing / User Acceptance Testing (UAT)

    Verizon will notify you when UCCaaS is ready for your use.  The readiness for use date is known as the “Activation Date”.  There will be an Activation Date at each site. 

    You will have one business day after the Activation Date to test UCCaaS at your site.  This user acceptance testing is a critical step before final hand-over.  Depending on the test, Verizon may be able to perform the testing remotely, and will assist where possible.  However, some tests require resources on site to perform testing.  This requirement can be fulfilled by your employee resources or purchased via an additional engagement.

    Verizon will provide 8 hours (“Day 1”) of remote support to you the next business day after the Activation Date to help you assess and remedy your reported service issues, if any.  

    • Testing includes standard tests and tests customized to your features.
      • The goal is configuration testing of 10% of all phones.
      • Typically, some tests can be performed immediately after Activation and some tests can be performed during the Day 1 period, when Verizon provides 8 hours of remote support.
      • Verizon can perform some test functions remotely, if remote access to devices is made available and if the test plan supports remote testing.
      • Verizon will work with on-site personnel to complete testing. You will receive a copy of the test plan and you must perform testing with remote assistance from Verizon.
        • Verizon provided on-site testing is only available if on-site field services have been purchased. These services may be purchased via a Statement of Work (SOW).
        • 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 must emergency call test both native and ported numbers to ensure employee safety.
    • All subsequent sites will follow an agreed-upon test plan prior to activation, focusing on the specific users and functionalities of each location.
    • 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 that affect overall service availability are resolved, you are ready to transition to lifecycle support.

    At the completion of Day 1, the services shall be deemed accepted by you, and billing shall commence, unless you notify Verizon of any known critical issues with the overall service prior to the completion of Day 1. Individual user issues that do not affect the overall service availability will not be considered critical.

     

    Continue To Launch More Sites

    Did you know that formalizing your rollout of UCCaaS for Government: Networx 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.

     

    Preparing for Lifecycle: 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.

  • Customer Portals

  • You will be given access to two critical portals to help manage your environment in Day 2. You can also choose to have access to the Administrative Portal CUCM (Cisco Unified Communications Manager).

    • The first portal, the Networx Customer Center, is for managing repair tickets.
    • The second portal, the Verizon Enterprise Center (VEC), is for management of your UCCaaS service requests (ie: MACDs).

    Manage Your Repair Tickets with the Networx Customer Center

    The Networx Customer Center is your location for submitting repair tickets.  You can create, view, update, and escalate tickets in this portal. 

    Before you can access the Networx Customer Center your DAR will need to have completed:

    • The Networx CPNI 2 Form
    • Networx Offline Registration Form

    The “Networx UCCaaS Registration and Entitlement Guide” is a quick reference guide for customers. It can help you both obtain your access to the portal and aid and assist you in generating and escalating repair tickets.

    The guide is posted on the Verizon Customer Training & Documentation website:  https://customertraining.verzion.com

    To access, please navigate to: Library> Networx User Guides> UCCaaS.

    In addition, the Federal Service Desk can open reactive / manual UCCaaS repair tickets opened via phone.

    Help Desk Networx Universal Help Desk

    Phone: 1-888-624-7821 | Option 2 | Option 3

    Or you can use the Federal Service Desk general number: 888-331-4276

    Reactive Incident Management (Repair tickets only)

    Once a ticket is received, the UCCaaS for Government: Networx Edition Service Desk owns the trouble ticket.  The Service Desk will also be the point of contact for updates on trouble tickets or to request escalations.  

    Proactive Monitoring (Repair tickets only)

    Most incidents are proactively detected and ticketed by the Verizon management systems. Whether reactively or proactively received the Service Desk will be the main POC for all tickets and ticket resolutions.

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

    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.

    Manage Your Service Requests with the 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.

    Registration is easy. Please work with your account team to enable your access as the correct CPNI documentation must be submitted by your DAR before access can be granted.  Note that you may not be provided access to all of the online capabilities, but rather only those directly related to handling service change requests.

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

    Using Your Service Instance ID (SIID)

    In Verizon Enterprise Center you can enter the Service Instance ID (SIID) to open a Service/Change (ie: MACD).  A SIID is a site location identifier specific to UCCaaS for Government: Networx Edition provided to you by your Customer Success Specialist. You should have one SIID per installed UCCaaS location. It is important to use the correct SIID that applies to the location for which you are opening a ticket.  Using the correct SIID will aid in routing and tracking your tickets. 


    Administrative Portal CUCM (Cisco Unified Communications 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 is 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 the 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.

  • 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) Tickets and Repair Tickets:

    • Entered via the Verizon Enterprise Center or the Networx Customer Center for a user who has been entitled to see the UCCaaS for Government: Network Edition service in the portal.
    • The portal 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 portal.
    • 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

    Repair ticket support starts with Day 2.  If you need to report a service issue, you can open a repair ticket in the Networx Customer Center.  To review details on this including where to find how-to instructions, please see the Networx Customer Center under the Customer Portals section of this Welcome Kit. 

    You can also create a ticket and receive status updates through the voice portal by calling:

    Networx Universal Help Desk

    Phone: 1-888-624-7821 | Option 2 | Option 3

    You can also dial the Federal Service Desk general number: 1-888-331-4276

    Emphasize that you are calling about UCCaaS for Government: Networx Edition.

    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: Networx Edition service.
    • Register for your Networx Customer Center access so it’s available when needed.

    Please note: If applicable,  maintenance for the conferencing portion of your UCCaaS for Government: Networx 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. 

    Repair Ticket Escalations

    To request the escalation of a ticket, please visit the Networx Customer 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, please escalate using the above contact points. 

    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 for the core services available from Connection Manager, Unity Connection and Unified Presence Server.

    • A Priority 1 in the ticketing system is defined as an outage or severe defect requiring emergency fix within 24 hours.
    • A Priority 2 in the ticketing system is a failure of important functionality and a workaround exists.
    • A Priority 3 in the ticketing system is defined as minor (e.g. spelling error).

    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: Networx 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.

     

    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. Emphasize that you are calling about UCCaaS for Government: Networx 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 digit, such as 1NPANXXXXXX)
    • User(s) Location/Site information
    • UCCaaS for Government: Networx 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: Networx 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: Networx 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:  Please do not use the “Submit Move/Add/Change Order” selection in the Verizon Enterprise Center for UCCaaS for Government: Networx Edition requests, whether repair or service/change.  Requests submitted using this option will NOT be visible to the UCCaaS for Government: Networx 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
  • Opening Service/Change (ie: MACD) Requests

  • Service/change ticket support starts with Day 2.  If you need to report a service/change request you can open a ticket in the Verizon Enterprise Center (VEC) portal.  To review details on this including where to find how-to instructions, please see the Verizon Enterprise Center under Customer Portals section of this Welcome Kit. 

    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: Networx 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: Networx 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: Networx Edition monthly recurring fees.

     

    Service/Change (ie: MACD)

    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 note: when submitting tickets via the VEC, you will be assessed for as many service/change requests (ie: MACD) as are included in the ticket.  For example, if you have five entitlement changes within one service/change request (ie: one MACD), you will be assessed for five tickets.

    Large volume service/change requests (greater than five requests submitted on one ticket or multiple tickets submitted in a 24 hour time period) may exceed the 72 hour SLO due to the volume.  As a result, we may need to work with your organization to schedule the completion of the requests. 

    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.

    Note: The following scenarios have special requirements which should be considered prior to submitting your service/change (ie: MACD) request.

     

    Request

    Notes

    1. Requests for Adding DIDs
    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 the Administrative Portal.
    3. Once the numbers are available in the Administrative Portal you may add users to the DIDs using self-care or you may open a service/change (ie: MACD) ticket.

    Moving phones between sites

    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 to update the UCCaaS systems.

    Adding a new IP Phone

    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.

    Adding a Jabber account

    When requesting a Jabber account please provide the following:

    • Type of account (desktop, Android, iPhone):
    • Phone number to assign:
    • End user to associate:
    • An existing user with Jabber to reference:
    • Do not provide MAC addresses or model info for the devices as this will likely be misconstrued as a request to add third party devices.

    Please note that Jabber accounts must be associated with a minimum of a package that can support at least one soft phone.

    Obtaining Clients (for installation or upgrades)

    Verizon will provide the Attendant Console Advanced and Jabber PC clients during implementation for customers unable to obtain clients directly from software.cisco.com. 

    Note that we will not support requests outside of implementation due to concerns regarding software compatibility.

    Note that mobile device clients are available on the Apple and Google stores.

    Changing Call Handlers

    Changes to an existing call handler are handled as a Service/Change (ie: MACD) request, but does require very clear instructions. For instance, the instructions should not state “calls should go to the operator." But instead should specify the full number of the operator.

    Emergency Call Handling Change Requests

    1) The Customer has to have a CER 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. 

    a. When a device moves between locations (whether floors or any geographic distance such as Virginia to California or even Canada), CER knows the device moved because CER correlates DIDs with ELANs. The ELAN is associated with both the geographic address of the site and the device DID.

    2) 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 - CER 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.

    3) Please note, CER 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. 

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

    Navigate to User Reference Guides> UCCaaS> Administrator Guides

    Adding new Administrative Portal administrators

    Please note, for Administrative Portal 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 the Administrative Portal 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 Administrative Portal 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.

    Please note, if UCCaaS is contracted outside of the US but you have US sites or users then you must sign a BCE and the above process applies.

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

    Navigate to User Reference Guides> UCCaaS> Administrator Guides

     

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

    Navigate to User Reference Guides> UCCaaS> Administrator Guides

    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.

     

     

    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.  This change also requires VoIP ticket to update calling location.  Please note that moving a location is a New Project.
    • 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/

     

    Navigate to User Reference Guides> UCCaaS> Administrator Guides

    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 Administrative portal.

    Request Process

    Three business days, excluding weekends and holidays for service/changes (ie: MACD); Voicemail password resets processed in 4 hours from review of ticket.  Ticket service times are 8 a.m. to 5 p.m. ET in the US; and 8 a.m. to 5 p.m. CET in EMEA and APAC.

    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 Center: https://customertraining.verizon.com/

    Navigate to User Reference Guides> UCCaaS> Administrator Guides

    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 excluding weekends and holidays.

    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
    • Move location
    • 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

     

    SLAs (Service Level Agreements)

    UCCaaS for Government: Networx Edition offers the following SLAs for the core services available from Connection Manager, Unity Connection and Unified Presence Server.

    Activity

    Service Level

    Performance Standard (Threshold)

    Acceptable Quality Level (AQL)

    Application Availability

    Routine

    99.8%

    >99.8%

    Time To Restore

    With Dispatch

    8 hours

    <8 hours

    Time to Restore

    Without Dispatch

    4 hours

    <4 hours

     

    Note: service/change requests (ie: MACDs) have the following SLOs (service level objectives):

    Service

    Activity

    Metric

    Change Management – MACD

    Moves, Adds and Change Requests via a Verizon help desk request

    72 hours

    Change Management – MACD Password Resets

    Verizon help desk request

    4 hours

     

    For a complete definition of the SLAs, including calculations and exclusions please see your program team.

    A monthly trouble ticket report can be generated per customer that contains all Priority 1 tickets closed during the month. The TTR SLA is only applicable to Priority 1, out of service, tickets. Please note that an issue impacting one or two users would not be considered a service outage, and would not warrant a Priority 1 ticket.

    Customers must request a SLA credit within six months of the outage.

     

    Reporting

    Reports are available for SLAs and service/change request ticketing.

    SLA reports are available from account teams on a monthly basis. 

    In addition:

    Report

    Method

    Description

    SLA or Informative

    Documentation and Training

    User and Phone Inventory

    Self-Provided via CUCM

    Two available reports: 1.            The CUCM End User Reports: This report shows devices and features configured for the end user

    2.         The WebEx User Account Report: This report shows the WebEx capability for the end users

    Informative

    Reports can be created as needed by the Customer Administrator. 

    Please ask your account team for a copy of the “Instructions for Running an End User Inventory Report in CUCM and Webex for Federal UCCaaS”.

    Service/Change Management (MACDs)

    Self-provided via the Verizon Enterprise Center

    Actual service/change response times (time to repair) and MTTR

    Informative

    Service Change overview of tickets available via the Verizon Enterprise Center> Manage Account> Manage Requests> My Work.

    You can also filter for ticket types under “Search”.

    See “End User Resources” for information on VEC training.

    Change Management – Password Resets

    Self-provided via the Verizon Enterprise Center

    Actual trouble ticket response times (time to repair) and MTTR

    Informative

    Service Change overview of tickets available via the Verizon Enterprise Center> Manage Account> Manage Requests> My Work.

    You can also filter for ticket types under “Search”.

    See “End User Resources” for information on VEC training

    Application Availability and Time to Restore

    Service Manager provided upon request

    Overview of application availability including availability and time to repair metrics.

    SLA

    Available from your Service Manager upon request. 

  • 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 overall responsibility for patching. The customer will receive security patches and bug fixes via regular periodically scheduled release management, within versions that are available and certified for use in HCS deployments. Patches will stay within current versions of certified HCS releases as a general practice to ensure that only the most secure software available for the solution is being utilized. Emergency patching will be applied as necessary.  You may request a specific patch application, if required, due to a specific functionality issue in your environment and it will be considered, but not guaranteed, for use.

     There are defined operational procedures in place, and Cisco’s publically stated vulnerability policies are here:

    https://tools.cisco.com/security/center/resources/security_vulnerability_policy.html

     

    Certificate Management

    UCCaaS certificates were installed during the installation process with your cooperation. To ensure your certificates continue to function properly we will periodically need your organization’s assistance to renew them.  Certificates typically expire in one, two or three year intervals.

    Certificates are used to validate the identity of your organization and are used to insure secure communication between devices at your location(s).  Since certificates require use of your domain, Verizon is unable to purchase these certificates on your behalf. 

    We will provide multiple CSRs (Certificate Signing Requests) to you whereupon you should have the certificates signed using your normal processes. Certificate signings are usually handled by the Security or IT teams within your organization. We need you to provide the email address of a contact within your organization that will be responsible for this process and we will provide these CSRs directly to this contact. You will need to pass the signed certificates back to us so we can install them within your UCCaaS environment.

     

    Frequently Asked Questions

    1.    Why do I need a certificate? A certificate validates the authenticity of the servers used within the UCCaaS service architecture, insuring secure communications between devices and endpoints.  Third party certificates are required for activities using encryption such as Expressway since this is further proof of the integrity of the product. 

    2.    What happens if I don’t have the certificates signed?  If the certificate is allowed to expire, the end-user will receive a warning that their connection is not secure or is not trusted each time they log in to Jabber. While the warning message can be bypassed, this end-user experience is likely to be considered annoying and distracting by most organizations.

    3.    What do I need to do?  Please provide the email address of a contact within your organization that will be responsible for the signing of certificates and we will provide the necessary CSRs directly to that contact. The certificates should be signed using your usual processes and then passed back to us after signing.  The signing is usually handled by an IT or security technical team within your organization.  

    4.    What will be the end-user experience when the certificates are updated in the data center?

    a.    End-user devices will reboot.

    b.    If PCs are daisy chained to the phones they will experience a very brief interruption in service but, PCs should not reboot.

    c.    Please note, the certificate is applied at the cluster level, so we can’t schedule how/when individual phones will reboot. However, the application of the new certificate will be coordinated with your organization to insure it is done at a time that works best for you.

    d.    Users who are using Jabber will have to log back in after the certificate is applied, and they will be prompted to accept the new certificate.

    Please note, phones which do not have the security necessary to support a certificate would be excluded from this process. These phones will often be end of support as well.

     

    Upgrades

    Verizon will perform up to one major software upgrade of the UCCaaS for Government: Networx 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: Networx Edition applications and features versions must be kept to within 2 versions of the most current version supported by the UCCaaS for Government: Networx Edition datacenter (example: If UCCaaS for Government: Networx 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: Networx Edition datacenter. If Customer does not maintain the software upgrade of the UCCaaS for Government: Networx Edition application and features, Verizon may terminate Customer’s Services for cause, upon written notice to Customer. 

    Please see the “UCCaaS for Government: Networx 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.

    The conferencing portion of your service will adhere to the following maintenance schedule:

    • Every Friday 7pm to midnight Pacific Time is reserved for maintenance, but maintenance can be performed any night of the week in the event of an emergency. 
    • Customers are not usually notified of Friday night maintenance events however, account teams can be notified (in order to notify customers) if desired.

    The UCCaaS portion of your service will adhere to the following maintenance classifications. 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).
    • Please note, any event which requires a re-registration of the above services due to an outage/failover is automatically considered an L1.
    • We always strive to provide 10 business days advance notice to customers for L1 maintenance events.
      • Please note, emergency maintenance events may require less than ten days advance notice to customers.
    • At times, maintenance events may require exceptions to this standard with regards to the duration of the outage:
      • 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.
      • Maintenance events in which the time to complete the work exceeds the standard hours of 12am–6am.

     

    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 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 may include the following outline of events.  Please reference 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  ticketing system. 

    The format of the notifications will be approximately as described below. When time permits Engineering will also send out 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

    Corporate Directory

    Yes / No

    Yes / No

    Extension Mobility (hot desking / hoteling)

    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 within 15 business days of the event.

    An RCA may include the following details, as appropriate to distribution to customers:

    • Problem Analysis
    • Operational and Technical Root Cause Analysis
    • Recommendations/Corrective Actions
    • Continual Service Improvement Opportunities

     

    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: Networx 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: Networx 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

    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.

    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. 

    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/

    Navigate to User Reference Guides> UCCaaS>General Guides

    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.  In addition to the below resources a CUCM administrators guide is available from your account team.

    Online resources are available at:

    https://customertraining.verizon.com/

    Navigate to User Reference Guides> UCCaaS> Administrator Guides

    These resources include the following topics:

    • 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: Networx Edition training.

  • Frequently Asked Questions

What is UCCaaS for Government: Networx Edition? +

UCCaaS for Government: Networx 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: Networx 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: Networx 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: Networx 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

  • 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, or internal audits.
  • Monthly reviews of security stature with sponsoring agency.

 

Benefits

With UCCaaS for Government: Networx Edition, people can share ideas, make decisions, and serve constituents from anywhere faster and more flexibly. UCCaaS for Government: Networx 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: Networx 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: Networx 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: Networx 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: Networx Edition Available? +

Verizon UCCaaS is available in the United States (including Alaska and Hawaii), Puerto Rico, Guam and the US Virgin Islands.

How is UCCaaS for Government: Networx 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: Networx 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: Networx 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: Networx 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: Networx 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

Security  compliant IP Phones

Security compliant IP Phones and Jabber client (PC and mobile devices)

Security compliant IP Phones and Jabber client (PC and mobile devices)

Security 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: Networx 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: Networx 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: Networx Edition user configurations during my implementation? +

No.  A two 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: Networx Edition service? +

You can make changes to many UCCaaS for Government: Networx 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? +

You may quickly open a repair/trouble ticket online via Networx Customer Center as indicated in Day 2 section of this Welcome Kit.

When does billing of my service begin? +

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

Who do I contact for billing? +

Please work with your account team regarding all billing questions.

What are my SLAs? +

UCCaaS for Government: Networx 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 many parts of your service.  Reporting is available on all SLAs as well as some additional reporting via CUCM and your account team.  Please see the section on “Reporting” in this Welcome Kit. 

Note: additional documentation on use of the VEC is available on the Customer Training and Development website:

https://customertraining.verizon.com/

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.  A training deck for the end user self service portal is available from your account team. Additionally, the CUCM administrator guide can be provided by your account team.

    Additional end user feature training can be found on the Customer Training and Development Center.

    https://customertraining.verizon.com/

    Navigate to User Reference Guides> UCCaaS> General Guides

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: Networx Edition.

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

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

  • A Priority 1 in the GSS ticketing system is defined as an outage or severe defect requiring emergency fix within 24 hours.
  • A Priority 2 in the GSS ticketing system is a failure of important functionality and a workaround exists.
  • A Priority 3 in the GSS ticketing system is defined as minor (e.g. spelling error).
  • Important Links