Unified Communication and Collaboration as a Service (UCCaaS) Welcome Kit
What is UCCaaS?
Unified Communication and Collaboration as a Service (UCCaaS) is Verizon's hosted and managed service based on Cisco's Hosted Collaboration Solution (HCS). UCCaaS 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 provides the following UC&C services:
- Call control (audio, video)
- Integrated/unified voicemail
- Presence and instant messaging
- Enterprise mobility
But UCCaaS is far more than just Cloud-based delivery of communication and collaboration services. Think of UCCaaS as Platform as a Service. Here’s why:
- UCCaaS integrates with existing services such as Private IP, IP Trunking, WebEx, Cloud Connected Audio (CCA) and Cisco Meeting Room (CMR). The flexibility built into the UCCaaS platform permits extendibility into future services, as well.
- UCCaaS integrates 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 delivers a simplified approach to deploying, managing, and upgrading collaboration applications and services via a flexible and predictable user-based monthly billing model.
Formalizing your rollout of UCCaaS 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:
- Validating they have the support information they require
- Follow up with survey and review after pilot is complete.
- Review the survey, metrics and feedback.
- Make project plan adjustments/tweaks.
- Evaluate against desired business outcomes.
- Launch and expand to Phase 2 with more end users.
About this Welcome Kit
We know that better matters and this site will help promote your company’s success! This Welcome Kit will be a great resource when you are migrating to UCCaaS and even after your UCCaaS 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 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 Customer Portal section on the left to help you fine-tune your network. These tools empower you to make near real time changes (CUCDM under Customer Portals) to your network and provide reports to help you visualize call utilization across the enterprise.
- Learn how to navigate the tools to best meet your company needs by utilizing our Training section. They provide many resources like User Guides, Pre-recorded training sessions and even live instructor led classes with private sessions available.
Your UCCaaS Team
Your UCCaaS team will help guide you through the full scope of services from contract signature to the eventual implementation of your service. Below are the Verizon representatives that will be primarily working to get your service up and running.
UCCaaS Delivery Coordinator
Your UCCaaS Delivery Coordinator will be your primary point of contact moving forward until the completion of your UCCaaS Implementation. At the Kick-Off call, technical details will be reviewed, project plans will be discussed and critical team members will be introduced. Critical team members will include the Customer Success Specialist.
Your Delivery Coordinator will coordinate with you and Verizon teams to:
- Execute UCCaaS SOW (Statement of Work)/SOR (Statement of Requirements)
- Manage UCCaaS deliverables
- Customer communications for project planning
- Build UCCaaS implementation schedule
- Complete UCCaaS orders
- Administrator training and 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.
The UCCaaS Engineer will be responsible for the following:
- Designing and delivering your UCCaaS solution
- Technical project lead
- Create Low Level Design
- For the Low Level Design, Verizon’s UCCaaS Engineer will work with you to create a “blueprint of your UCCaaS.” 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
Administrative Portal Trainer with Cisco Unified Communications Domain Manager (CUCDM)
Trains your administrative personnel on the CUCDM Administrative portal.
Other Verizon Support Functions
If applicable, there may be other support involved with your UCCaaS implementation. The following represent other support functions.
- 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 implementation schedule.
- Order Manager - Your Order Manager will communicate as needed in the form of periodic emails and/or follow up calls to provide status on key information regarding the implementation and activation of your UCCaaS. The Order Manager will work all aspects of the order directly with you and will gather any additional information needed. The Order Manager will be in full communication with each other to help move your order to provisioning. Though your UCCaaS Delivery Coordinator is your primary contact for your UCCaaS implementation, you may contact your Order Manager via email or phone at any time.
- VoIP OM/ PM - Manage VoIP orders/activations to meet UCCaaS implementation schedule.
- Cross-Tower PM - Manages delivery of all the UC components, particularly where the overall solution extends into UC components beyond UCCaaS, as defined in a SOW.
- Transition PM/PMO (if applicable) - Coordinate Verizon teams to execute overall contract (not specific to UCCaaS).
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.
- Provide consulting to help you focus on your business priorities, reduce pain points and drive toward solutions.
Collaboration Consultant/Account Team
Support customer relations, submit associated Verizon orders, contract management, and technical sales related tasks.
UCCaaS Service Desk
Provide Day 2 support (service/change (ie: MACD ) and fault management).
The administrators for your UCCaaS 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 of your UCCaaS Service
To successfully deliver your UCCaaS, 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 will take the following actions to provide a smooth implementation of your UCCaaS:
- Assign UCCaaS Delivery Coordinator to be your primary point of contact moving forward until the completion of your UCCaaS 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 & UCCaaS (as required).
- Initiate data gathering on network, phone, and internet information required for UCCaaS.
- 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.
The following steps on your part will also lead to a successful and timely delivery of your UCCaaS:
- 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 environment and packages purchased.
- Some devices may require a telepresence license.
- Non-Cisco devices are supported as best effort.
- 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 implementation.
The Customer Kickoff Call is the first gathering set up by your UCCaaS Delivery Coordinator after your UCCaaS contract has been signed. The call would consist of:
- Verizon UCCaaS Project team introductions (UCCaaS Delivery Coordinator, UCCaaS Engineer, and other team members as applicable.)
- If there are other Verizon teams involved as part of the UCCaaS 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.
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 calls as required to collect and verify technical details required to complete the UCCaaS implementation.
Based on the final UCCaaS order submission tasks will be systematically created and assigned for remaining implementation work.
Note: In addition to the Customer Kickoff Call, you may be invited to other product order verification calls (i.e. Access, Private IP, Internet Dedicated Service, Voice over IP (VoIP), and Customer Premises Equipment (CPE) (Integrated Access Device, aka Router). Those respective order teams will reach out to you, if needed.
Be prepared for a successful implementation by doing the following:
- Understand your business requirements and how end users will interact with your systems.
- To avoid delays, have a phone vendor or someone familiar with your phone system review and complete the Station Reviews for each end user.
Note: If you need assistance Verizon can offer this service as an additional engagement.
- Provide three /24 subnets.
- Provide Site list.
- Provide capacity detail – final growth expectations with timelines.
- Be prepared to open firewalls.
- Provide Lightweight Directory Access Protocol (LDAP) server Internet Protocol (IP) address(es).
- Identify Private IP Virtual Private Network (VPN) for Voice over IP(VoIP)/UCCaaS.
- 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 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)
- You will own the configuration of DNS SRV:
- Local internal
- Local DNS A records
- Public DNS A records
- Public SRV records
- Workstation certificates
- Ensure that WebEx® is version T.29 or higher
- Must purchase CMR add-on for WebEx if integrating with WebEx
Note: Not all devices work on Expressway. Please ask your Verizon Account Team for further details on supported devices.
Once your UCCaaS order is submitted, the provisioning of your service will occur. The activation process may vary depending on the scope of your UCCaaS.
Below is a list of the UCCaaS functions Verizon will provision for you, if applicable.
- Call Control and/or Voice Mail and/or Presence/IM.
- Voice on premises ISR Gateway(s) (Verizon must be provided remote access to these devices).
- Single Number Reach (SNR).
- Survivable Remote Site Telephony Basic-mode / Failover on existing premises router (1 per site) (Verizon must be provided remote access to these devices).
- One remote Administrator Training Session.
- Integration with customer LDAP / Active Directory.
- Cisco analog / Cisco IP phones.
- One Music on Hold (MoH) per site.
- One Auto Attendant per site (Unity Connection Call Handler).
- One Hunt Group per site.
- 911 via failover ports for each site.
- SIP Trunking via Verizon Data Centers.
- Extension Mobility Profiles (not to include Cross Cluster).
- Soft Client (IP Communicator / Jabber for Windows / Jabber Mobility Client / CUCILync).
- Fax devices.
- CER to include ELINs and CUCM Configuration.
- CUAC Standard and/or Advanced.
- Expressway for Mobile and Remote Access (MRA).
- Inter-Domain Federation.
- Off-Net Video Calling.
- Integrated Virtual Machine Management.
For details on the above, please click on the following URL:http://www.verizonenterprise.com/external/service_guide/reg/cp_uccaas_plus_toc.htm
The UCCaaS Delivery Coordinator will create a customer specific project plan identifying the tasks required to deliver the UCCaaS 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 Implementation Timeline
Week 1 Week 2 - 4 Week 5 - 8 Week 9 - 10 Gather resources UCCaaS core configurations completed Configure apps UCCaaS testing Schedule Kickoff call Low-level design discussions/creation MPLS ordered Customer reviews and signs off Low-level design Data collection workbook due two weeks prior to cutover Admin training VoIP ordered Schedule planning User/phone configurations finalized CPE ordered Data collection begins (Site Level Detail - User by user inventory of phone numbers, MAC address, UCCaaS package by user) MPLS activation UCCaaS activation (first site) UCCaaS ordered SIP activation Day 1 support Begin initial data gathering Transition service to Day 2 support
There may be additional recurring tasks required for any additional sites with your UCCaaS. Such tasks may come at an additional cost and may include:
- Data collection
- MPLS activation
- VoIP activation
- Phone placement
- User training
- UCCaaS customized activation tasks
- Day 1 support
The graphic above outlines each phase of the UCCaaS Project lifecycle.
Be prepared with your station reviews for the fastest implementation experience. A Station Review includes site level detail such as: user by user inventory of phone numbers, MAC address, UCCaaS package by user, etc. You should assign a point of contact (POC) to complete data gathering and station review forms.
- Primary POC should be reasonably knowledgeable about telephony.
- 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 environment and packages purchased.
- Some devices may require a telepresence license.
- Non-Cisco devices are supported as best effort.
- For third party phones that do not support extension mobility, Customer shall be responsible for providing the device information necessary to configure the endpoint, such as the MAC address.
If applicable, please be aware that not all devices may work on Expressway. Please ensure your devices are Expressway compatible.
Preparing for the Cutover
- Customer is responsible for physical placement and connectivity of the phones to the network. For phones that do not support extension mobility, Customer shall be responsible for providing the device information necessary to configure the endpoint, such as the MAC address.
- Freezing data
- A two-week data freeze 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 will be made during Day 2 as service/changes (ie: MACDs).
User Acceptance Testing (UAT)
User acceptance testing is a critical step before hand-over.
- Verizon performs an extensive Operational Readiness Test (ORT) per cluster remotely when first location is installed/activated on Day 1.
- Testing includes standard tests and tests customized to your features.
- Includes configuration testing of 10% of all phones.
- Elements purchased via a Statement of Work (SOW) may include additional testing resources and requirements as part of the engagement.
- All subsequent sites will follow an agreed-upon test plan prior to activation, focusing on the specific users and functionalities of each location.
- Testing includes standard tests and tests customized to your features.
- On-site testing is only available if on-site field services have been purchased.
- Verizon will work with on-site personnel to complete testing.
- If no field services have been purchased, you must coordinate with remote Verizon resources to perform final testing per site, including emergency calling testing.
- You will receive a copy of the test plan and you must perform testing with remote assistance from Verizon.
- You must emergency call test both native and ported numbers to ensure employee safety.
- If issues are found, depending on the issue, Verizon will either resolve or refer to an alternate resource (such as recommend additional training, refer questions to account team, etc.).
- When all issues are resolved, you are ready to transition to lifecycle support.
Manage Your Account with Verizon Enterprise Center
Verizon Enterprise Center gives you access to critical information and resources on demand from virtually anywhere, at any time. The comprehensive management tool can help you make the solutions you use work more efficiently, save time, and control costs. Also, you can carry this powerful tool with you through your mobile device or tablet. In addition to the network management tools, Verizon Enterprise Center gives you the ability to:
- Get an order status, 24x7, from virtually anywhere in the world.
- Save time by viewing and resolving billing, ordering, or repair questions online.
- Create, view, and update repair tickets without the need to make a phone call.
Registration is easy. Click here for detailed instructions. Or view the Verizon Enterprise Center Registration Tutorial. You will be provided with access to online billing, repairs and ordering capabilities.
For additional help or to obtain entitlements for usage of Verizon Enterprise Center tools, you can call Verizon Enterprise Center Support at 1-800-569-8799.
Opening Repair Tickets
You can create, view, update, and escalate tickets in Verizon Enterprise Center. Please have the following information available before placing a call or opening an electronic ticket.
- Contact Name
- Contact Telephone Number
- Contact E-mail Address
- Directory Number/Telephone Number (DN/TN) of user(s) impacted (When entering online into Verizon Enterprise Center (Verizon Enterprise Center), this may require entry of country code or a leading, such as 1NPANXXXXXX).
- User(s) Location/Site information.
- UCCaaS Service Instance ID (SIID) - A SIID is a site location identifier specific to UCCaaS provided on your UCCaaS order. Your services may have several SIID’s. It is important to use the correct one that applies to the event you are reporting. Using the correct SIID will aid in routing and tracking your tickets.
- Calling and Called party numbers, Time of day, Number of failed call attempts.
- IP Address (source and destination if available), MAC Address (if available).
- Brief description of the problem/symptoms (failed registration/no dial tone etc.) including any steps taken to identify the problem or resolve the issue.
Note: Data shows that most UCCaaS 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 ticket. This step will help speed repair times.
Verizon Enterprise Center tickets are 13 digits, beginning with the year, month, and day (example – 2017012345678).
With its direct link to Verizon back-end systems, Verizon Enterprise Center makes it easy to track and manage your repair tickets. Other functionality includes:
- Manage the repair process without calling customer service.
- Get emails or pages when certain ticket conditions occur by setting up notification rules.
- Receive standardized updates quickly without ever logging in by using “Quick Tasks.”
Checking the Status of Your Ticket
There may be instances that you need to check on the status of your ticket within Verizon Enterprise Center. The information below outlines ways to check the status.
Quick Tasks – Once a ticket is created, you can also use Quick Tasks through Verizon Enterprise Center for status updates and much more throughout the incident process. Access the Quick Tasks tool by entering the 13 digit Verizon ticket number and the first 3 characters of the customer contact name on the ticket into the “PIN Code” field. For example, Lonnie from the help desk reports an issue to Verizon and opens a ticket. Jim at the site location can use the Quick Tasks tool to check the status using the full ticket number and “LON” as the PIN code.
Automated Notifications – You can elect to receive automated notifications via email from the Verizon repair services ticket. When opening a ticket, an email address will need to be provided and you can choose to receive automated notifications on a number of different ticket events (e.g. status updates, testing results, dispatch information, or ticket resolution). You can also add contacts through Verizon Enterprise Center or Quick Tasks.
Reactive Incident Management
The assigned contact number serves as the entry point for customers to report problems or troubles. This group will evaluate the service report and engage the UCCaaS Service Desk for UCCaaS-specific troubles. The UCCaaS Service Desk owns the trouble report from there and provides hourly updates on outage tickets. The Assigned Customer Service Desk will also be the point of contact for updates on trouble tickets or to request escalations.
Proactive Monitoring & Trouble Ticketing
Most incidents are proactively detected and ticketed by the Verizon management systems. You may occasionally encounter issues that aren’t detected by Verizon systems. In those situations, please report the problem using one of the methods listed. A Customer Service representative will refer customer-initiated tickets to the appropriate NOC.
Please note: Proactive notifications are only sent for issues within the main applications (call manager, IM/P and voicemail).
Using Your Service Instance ID (SIID)
In Verizon Enterprise Center you can enter the Service Instance ID (SIID) to open an repair ticket or a Service/Change (ie: MACD). A SIID is a site location identifier specific to UCCaaS provided to you by your Customer Success Specialist. Your services may have several SIID’s. It is important to use the correct one that applies to the event you are reporting. Using the correct SIID will aid in routing and tracking your tickets.
Administrative Portal CUCDM (Cisco Unified Communications Domain Manager)
Cisco Unified Communications Domain Manager (CUCDM) empowers large enterprises to manage their UC services and applications, and the various disparate network elements, from a single platform. Some of the most important benefits are:
- Flexibility - Deploy the latest collaboration applications in a flexible way.
- Agility - Quickly scale to add or remove users and applications with ease.
- Security - Maintain integrity and privacy to protect your business, employees, and customers using powered cloud services based on validated designs.
- Manageability & Reliability - Reduce management complexity, retain visibility and control, and know that application services remain available so business continues.
- Productivity - Multi-level controls allow for end user self-service, enabling minor changes to be made more quickly and reducing the administrative burden on system administrators.
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 CUCDM credentials.
- If employee of record leaves, new BCE must be in place and request access before Verizon can release CUCDM admin accounts.
CUCDM is only accessible on a private network; it cannot be accessed over the public internet.
- Verizon will use your private addressing space to enable CUCDM access.
CUCDM standard configurations include customer level (all sites) and site admins.
- Each customer can have no more than 35 concurrent administrative logins to CUCDM (not applicable to the end user self-service portal).
CUCDM standard configuration includes individual end-user self-care portals (speed dials, call forwarding, etc.).
CUCDM Portal Administration core functionality includes:
- Manage Users
- Add a Subscriber (QAS)
- Add a Service to an Existing Subscriber
- Voicemail PIN Change
- Call Forward a Line
- Replace a Phone
- Move a Subscriber (If applicable to your environment)
- Delete A Subscriber (2 steps)
- Hunt Groups (If applicable to your environment)
- Pickup Groups (If applicable to your environment)
- Failed Transactions
Note: Ask your Verizon Account Team for further details on CUCDM.
Day 1/Day 2
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 verifies that our customers continue to achieve exceptional value with Verizon as their UC&C partner.
Keeping Your Contacts Up To Date
It is important to keep your contacts up to date for notification about the following important events:
Service/Change (ie: MACD) Ticket and Repairs Tickets:
- Entered via the Verizon Enterprise Center for a user who has been entitled to see the UCCaaS service in the Verizon Enterprise Center.
- The Verizon Enterprise Center maintains the user’s contact details.
- If a user needs to be changed, please work with your account team to set up a new user in the Verizon Enterprise Center
- Please note that tickets called in will use the contact detail of the caller, which will not automatically be saved.
Site and Data Center Maintenance Announcements:
- The site contact used with the order entry is utilized (not the Verizon Enterprise Center contact).
- If this contact leaves, please work with your account team to update your site contact so we can keep you informed of events.
Opening a Ticket
Opening Repair Tickets
Support starts after an application is considered up and billable. If you need to report a service issue, you can open a repair ticket in the Verizon Enterprise Center (VEC) web portal under the Repairs tab. To review details on this, please see the Verizon Enterprise Center under Customer Portals section of this Welcome Kit.
You can also create a ticket and receive status updates through the voice portal by calling 800-444-1111 or calling the number provided to you at activation. Emphasize that you are calling about UCCaaS. For status updates, enter or speak your 13 digit Verizon ticket number. Our automated systems will provide a quick status on your ticket. You can also request to speak with a live agent at any time.
To facilitate the Level 2 and Level 3 support you receive, you need to do the following:
- Appoint an administrator or administrators to report trouble incidents and submit authorized change management requests.
- Provide Level 1 support services for internal operations with adequately trained staff.
- Before requesting support, make sure the problem isn’t caused by items not covered in the support contract.
- Register for your Verizon Enterprise Center (VEC) access so it’s available when needed.
Opening Service/Change (ie: MACD) Requests
Service/Change (ie: MACD) (Moves, Adds, Changes, Disconnect) changes are administrative in nature, and relate to ongoing additions, modifications, and deletions of end user phone numbers, phones, and mailboxes. These changes impact single users only, can be performed during business hours, and require no coordinated testing after completion. When available, customers who wish to perform their own service/change (ie: MACD) changes may do so utilizing the secure access methods provided via the administrative portal. Customers who seek a full support experience and prefer to have Verizon provide remote service/change (ie: MACD) support may purchase a block of changes or the per user option.
Service Desk Language Support
The following languages are supported in the EMEA Asia Pacific Service Desk 24x7:
- APAC languages via translation service (at a minimum: Chinese, Mandarin, Japanese, Korean)
The following languages are supported in EMEA, business hours only:
The following languages may be supported in EMEA, business hours only:
All major languages are supported in the United States Service Desk via a translation service.
Your Responsibilities When Opening Service/Change (ie: MACD) Requests
Please have the following information available before placing a call or opening an electronic ticket via Verizon Enterprise Center. Emphasize that you are calling about UCCaaS.
- Customer Contact Name
- Customer Contact Telephone Number
- Customer Contact E-mail Address
- Directory Number/Telephone Number (DN/TN) of user(s) impacted (When entering online into Verizon Enterprise Center (Verizon Enterprise Center), this may require entry of country code or a leading, such as 1NPANXXXXXX)
- User(s) Location/Site information
- UCCaaS 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
- IP Address (source and destination if available), MAC Address (if available)
- Brief description of the problem/symptoms (failed registration/no dial tone etc.) including any steps taken to identify the problem or resolve the issue.
Note: When adding a new IP Phone you must have the MAC address of the new phone when entering the request. Otherwise, the new phone cannot be added to your account. You must use your standard CPE processes in order to purchase the hardware.
Note: The movement of phones between sites will require two service/change (ie: MACD) tickets: one for VoIP to update calling location, and one for UCCaaS to update the UCCaaS systems.
For complete instructions on how to open a Service/Change (ie: MACD) request via Verizon Enterprise Center, see here.
Note: Please do not use the “Submit Move/Add/Change Order” selection in the Verizon Enterprise Center for UCCaaS requests. Requests submitted using this option will NOT be visible to the UCCaaS Service Desk, and they will not be able to assist you.
Our goal is to restore your services to normal operating conditions as quick as possible.
Repair Ticket Escalations
To request the escalation of a ticket, please visit the Verizon Enterprise Center or the Quick Tasks tool online, if at all possible. Utilizing these online tools helps to expedite your escalation request. If you are unable to escalate online, or online escalation requests have not been answered in a timely manner, you may call the Escalation Service Desk at 888-212-0139 or calling the number provided to you at activation for heightened visibility. Your call will be answered by an escalation specialist who would be able to assist on all levels of escalation (level 1 to 5).
Customer Expectations – Trouble Ticket Severity
When an issue is initially reported, a trouble ticket will be opened. Once the initial ticket information is gathered and support coverage is verified, a ticket number will be generated. This ticket number will be provided to the caller or sent via email.
Customers should refer to the ticket number when referencing an issue in all future communications. We also recommend that the ticket number be included in the subject line of any email correspondence.
Tickets are assigned the following priority levels, with the associated response times based on severity of the issue.
Please note: UCCaaS offers a “Time to Repair” SLA of 90 minutes (from ticket opening to ticket closing) for the core services available from Connection Manager, Unity Connection and Unified Presence Server. All other services and applications are guided by the chart below.
Priority level Time to Respond Definition P1 4 Hours 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
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 service (i.e.: feature configuration) Resolution Remediation of a problem to a customer’s satisfactory conclusion Response Time Time required to react and resolve to reported problem, incident or inquiry Work Around Reported problem or incident has not been resolved but configuration or feature changes provide an alternate solution to support service until the problem is fully resolved.
Changes to your Service
Service/Change (ie: MACD) Purchase Option
The following section outlines how you and your organization can manage service/change (ie: MACD).
At contract signing three options for service/change (ie: MACD) were able to be chosen:
- MACD Support per User—unlimited service/change (ie: MACD) support per user for a flat per user fee each month. This is applied to all users in the entire company. Projects, such as relocating a company to another facility, are excluded from the unlimited support. This unlimited service/change (ie: MACD) support per user is billed per site.
- Per MACD – per ticket – if no tickets are sent in there is no service/change (ie: MACD) charge. This is the default if no other option is chosen.
- MACD Support Block per Site—this provides a pre-defined recurring amount of service/change (ie: MACD) support each month, or a “block” or “bucket” of changes (choice of 5, 10, 50 and 100). The customer may select whatever number of service/change (ie: MACDs) needed each month, and is billed a minimum recurring fee corresponding to that level of support. Should the customer exceed the monthly allotment, Verizon will automatically support the excess service/change (ie: MACD) requests for a small overage charge. Even customers who plan to perform all their own service/change (ie: MACDs) will receive the per-ticket rated option should they require support. Service/change (ie: MACD) blocks are purchased per site and the entire block is charged even if all the tickets are not used.
If you do not know the one chosen by your organization, please contact your Customer Success Specialist.
Please refer to the table below for a description, example, request mechanism, expected processing time, and billing information relevant to each type of change management.
For instructions on how to submit a service/change (ie: MACD) request in Verizon Enterprise Center, please refer to Day 2 or the Manage Your Account with Verizon Enterprise Center portal.
Please note, for CUCDM administrative access new users/changes or deletions, please request this change via a service/change (ie: MACD) request, then choosing “User Entitlements” when asked to select Item. For fastest processing, be specific about the nature of the change in the notes section. Please note that only CPNI authorized users can request changes to access and 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.
Special Notes on Service/Change (ie: MACD) Requests for Adding DIDs
Please note adding DID’s (telephone numbers) is a three step process:
- Open a VoIP service/change request using your Standard VoIP processes to request a block of new DID’s.
- Once the DID’s are received, open a UCCaaS service/change (ie: MACD) request to add the new numbers to the number inventory in CUCDM.
- Once the numbers are available in CUCDM you may add users to the DIDs using self-care or you may open a service/change (ie: MACD) ticket.
Special Notes on Service/Change (ie: MACD) Requests for CER
- 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 CER will automatically update locations as long as the ELAN (emulated local area network) location has been made available to CER.
- 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.
- 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, CER will need to be updated via a Professional Services engagement.
- 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.
Special notes on adding new CUCDM administrators:
Adding Administrators can be completed via service/change (ie: MACD) request. In order for any administrator to have access to CUCDM the customer must sign a Business Customer Exception (BCE). Customer contact(s) are identified within the BCE. An amendment to the BCE may be required to ensure that new named administrators are in the BCE. If necessary, please work with your account team to revise and execute an amended BCE prior to requesting creation of initial Customer CUCDM credentials. In order for a new customer administrator to be added 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 admin guide for the administrative portal is available here:https://customertraining.verizon.com/commercial/ug_uccaas_index.htm.
Service/Change (ie: MACD) Description Administrative, user or line level changes that are not design impacting Examples
- Add, remove, update a user
- Add new IP Phone or soft phone to a user (if new phone, must have MAC address of new device, device must be ordered via existing processes)
- Add, remove, update a User’s Directory Listing, Call Capabilities
- Add, delete or update Phone Button Configuration (soft or hard key)
- Add, Remove, update Extension Mobility Set Up/Login Features/Single Number Reach
- Add, Remove, Change Voice Mail Box
- Voicemail password reset
- Move a phone between sites (also requires VoIP ticket to update calling location)
- Add a new Quick Add Subscriber template
- Change CUCDM Administrator access
- Change CER Administrator 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 CDThttps://customertraining.verizon.com/commercial/ug_uccaas_index.htm.
Note: End-user service /change (ie: MACDs) are not supported by the Service Desk. The Customer Administrator(s) are the only interface to Verizon. Alternatively, the Customer may perform service/change (ie: MACDs) via the self-service portal.
Request Process Generally within 72 hours for service/changes (ie: MACD) in standard service; Express tickets (add administrator) processed in 24 hours; Emergency tickets (voicemail password resets) processed in 4 hours; performed from 8 a.m. to 5 p.m. ET in the US; performed from 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 which may be per user, per block or per incident. 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 CDThttps://customertraining.verizon.com/commercial/ug_uccaas_index.htm.
Note: End-user service/change (ie: MACDs) are not supported by the Service Desk. The Customer Administrator(s) are the only interface to Verizon.
Request Process Within 5 business days. Billing Costs incorporated into UCCaaS monthly recurring charges New Project Description Design-impacting change Examples
- Order new packages not in original order, even if to be used for existing subscriber (Entitlements)
- Create new gateways, gatekeepers, and trunks
- Add new server, new location, new application, new LDAP
- Modify or create new Class of Control
- Modify or create new Translation Patterns
- Modify or create new partitions and search spaces
- Create new Forced Authentication Codes and/or Client Matter Codes (or modify existing, based on nature of request)
- Major upgrade if outside of standard support
Request Mechanism Statement of Work requested from Account Team Request Process Time required to prepare, review, and implement SOW will vary depending on complexity and customer scheduling Billing Billing: Costs estimated via Statement of Work
Service/Change (ie: MACD) and Standard Change Management
Customer Service attends to administrative needs associated with requests while the expert support centers focus on management application issues and changes specific to UCCaaS. 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 purchase a block of tickets or the per user option.
- 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.
- 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 monthly recurring fees.
Adding a New Site/New Projects: Contacting Your Verizon Account Team
When you want to add a new service or make a design change, such as the addition of a new application or an additional site(s), please contact your Account Team.
Software Updates and Ongoing Maintenance
You are responsible for ensuring that all systems and equipment are at the minimum revision levels that we have certified for use with Verizon’s VoIP service.
Monitoring and Management
Verizon uses world-class Unified Communications application management platforms to provide both reactive and proactive application monitoring, trouble alerting, trouble identification, trouble resolution and remediation.
The following is monitored with a default polling rate of 30 sec:
- VM health (CPU, Memory, Disk, etc)
- UC Application health (critical service crash, DB health, device registration drop threshold, media resource exhaustion, route (SIP trunk) exhaustion, license exhaustion, etc)
If a critical event is discovered (ex: High CPU, critical service crash, memory exhaustion, VM down, etc…) an alert is automatically generated. Alarms go to the service monitoring tool which automatically creates proactive service tickets. The proactive service tickets get assigned to support engineers on duty for a resolution.
Proactive notifications are only sent for issues within the main applications (call manager, IM/P and voicemail).
Verizon maintains responsibility for patching. Verizon tracks approved Cisco patches. Verizon will proactively apply all Severity 1 security-related patches, in conjunction with customer communication. You may request a specific patch application, if required, due to a specific functionality issue in your environment.
Verizon will perform up to one major software upgrade of the UCCaaS 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 applications and features versions must be kept to within 2 versions of the most current version supported by the UCCaaS datacenter (example: If UCCaaS 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 datacenter. If Customer does not maintain the software upgrade of the UCCaaS application and features, Verizon may terminate Customer’s Services for cause, upon written notice to Customer.
Please see the “UCCaaS 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
Maintenance activities are assigned a L1, L2 or, L3 classification. The classification impacts your experience.
L1 – Customer Affecting/High Risk Activities
- Maintenance occurs between 12am-6am local time of the data center being impacted
- L1 maintenance includes anything which causes an interruption of the following services: calling (Call Manager), voicemail (Unity) and instant messaging and presence (Unity Connection) and Attendant Console.
- Please note, any event which requires a re-registration of the above services due to an outage/failover is automatically considered an L1
- L1 maintenance events require notification 10 business days in advance to customers
- At times, maintenance events may require exceptions to this standard:
- Maintenance events which exceed the standard hours of 12am–6am
- In case of lengthier maintenance events, we will attempt to complete the event at 11pm – 7am local time of the data center being impacted, but endeavor to never start before 10pm local time of the data center being impacted.
- Emergency maintenance events may require less than ten days advance notice to customers
- Failovers to datacenters take more than 12 hour just to complete the failover piece of the event
- Maintenance events which exceed 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, CUCDM, IPMA etc…
- L2 maintenance events require notification 48 hours in advance to customers
- Please note, phones may re-register due to maintenance of the above services. Since calling, voicemail, instant messaging and presence and attendant console are not failing over, the maintenance I still considered an L2
L3 – Low Risk activities
- Maintenance occurs 5PM - 6AM local time of the data center being impacted
- L3 maintenance has no interruption of customer’s service or traffic
- Scheduled at least 48 hours in advance but Customers are not notified.
Communication for Maintenance Events
Verizon’s standard format will include the following, and reference to the Welcome Kit section on “Business Continuity Planning”, which includes expected behavior during failover events.
Verizon Maintenance Notification
Dear Verizon Customer,
I’d like to take this opportunity to thank you for being a Verizon Customer, and to update you on maintenance work that will be carried out on the Verizon network. Verizon will be performing maintenance activities, utilizing proven methods, in a manner to ensure the best performance for your connection. The maintenance window is from Dec 28 2021 05:11 GMT - Dec 28 2021 06:11 GMT.
Below you will find more detailed information as it relates to the impact to your environment.
If you have questions regarding this maintenance event, please contact your local service desk.
I appreciate your cooperation and understanding in this matter. Verizon’s goal is to provide you with exceptional service every day, in every interaction. Thank you once again for your business, and your partnership.
Vice President Global Network Management
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 Impact Infrastructure & Network Maintenance Yes / No UC&C Applications Yes / No Management Applications Yes / No
Service Impact Area Without Expressway Impact With Expressway Impact Audio & Video Calling services Yes / No Yes / No IM/P services (Jabber) Yes / No Yes / No Voicemail Yes / No Yes / No Administrative Portal Yes / No Yes / No Attendant Console Standard and Advanced Yes / No Yes / No Corporate Directory Yes / No Yes / No Extension Mobility (hot desking / hoteling) Yes / No Yes / No IPMA (Manager Assistant with Shared Line Support) Yes / No Yes / No Integrated Virtual Machine Management Yes / No Yes / No Off-Net Video Calling Yes / No Yes / No Inter-Domain Federation (instant messaging outside of organization) Yes / No Yes / No Third Party Applications Yes / No Yes / No
For the most up to data Business Continuity information, including impacts to specific services during maintenance and outage events, please see the UCCaaS Welcome Kit:
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.
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.
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.
For emergency events, after the event is resolved, a Root Cause Analysis (RCA) will be completed and distributed, and corrective action taken.
Application Behavior during Business Continuity Events, without Expressway:
Services & Features Cluster of Subscribers Out at Either Data Center Audio and Video Calling services not on Expressway, including users of Telepresence units. This will typically, but not always, include: users of desk phones at a corporate location, and users of the Jabber client on PCs/laptops when logged in to the corporate VPN or at a corporate location. Phones and voice gateways registered to UCCaaS 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. CUCDM – Impacted by events which include database updates No CUCDM service will be available during a failover. This means that access to portal for customer configurations will be unavailable. Attendant Console Standard and Advanced Attendant Console will not automatically failover for any currently registered clients. Users of these features must log back in for it to register to the alternate server when the primary server is down. What happens when the primary server comes back up? Once the primary server comes back online - depending on the user preference setting in the console Options > Preferences > Display ‘Prompt when switching servers’, users will either:
- If the setting is enabled: Receive a prompt advising that the "Server has come back online, do you want to reconnect?" Once a user selects yes, they will be reconnected.
- If the setting is not enabled: Users will be automatically reconnected to the data center following the completion of any active call they’re currently processing.
Corporate Directory If the Subscriber is not available the service will not be able to function. 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 If the Subscriber is not available the service will not be able to function. When services are restored users should be automatically re-registered to the primary service, or if logged out, will need to log in again.
If the data center is not available, the service will not be able to function. When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.
IPMA (Manager Assistant with Shared Line Support) If the Subscriber is not available the service will not be able to function. When services are restored users should be automatically re-registered to the primary service, or if logged out, will need to log in again. Off-Net Video Calling If the Subscriber is not available, the service will not be able to function. When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again. Inter-domain Federation If the Subscriber is not available, the service will not be able to function. When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again Integrated Virtual Machine Management If the Subscriber is not available, the service will not be able to function. 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 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. CUCDM – Impacted by events which include database updates CUCDM is not available via Expressway.
Please note for Extension Mobility: If the data center is not available the Extension Mobility service will not be able to function, regardless of the condition of Expressway. When services are restored, users should be automatically re-registered to the primary service, or if logged out, will need to log in again.
Attendant Console Standard and Advanced Attendant Console is not available via Expressway even during normal production conditions. Corporate Directory Corporate directory 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. Extension Mobility Extension Mobility 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, If the data center is not available the Extension Mobility service will not be able to function, regardless of the condition of Expressway.
IPMA (Manager Assistant with Shared Line Support) IPMA 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. Off-Net Video Calling See Audio and Video Calling Services, above Inter-domain Federation If the Subscriber is not available the service will not be able to function. When services are restored users should be automatically re-registered to the primary service, or if logged out, will need to log in again Integrated Virtual Machine Management If the Subscriber is not available the service will not be able to function. 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 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
Email campaigns for your end users and administrators can be provided to help improve adoption and understanding of the Jabber client and other end user focus topics, helping to smooth the transition to Verizon services and reducing burden on your internal help desk. These pre-packaged quick hits on our most popular topics can be shared by you with your end users and administrators. Your Adoption Specialist can get you started.
A sample campaign might include:
- Email 1: Cisco Jabber Quick Reference Guide
- Email 2: Share Your Status with Others using Jabber
- Email 3: Jabber Quick Tour - Contacts
- Email 4: Jabber Quick Tour - Recents
- Email 5: Jabber Quick Tour - Voicemail
- Email 6: Jabber Quick Tour - Meetings
- Email 7: How to Access Jabber’s Powerful Self Care Portal
- Email 8: How to upgrade a Jabber conversation to WebEx
End User Training Resources
Verizon has created an end user support page which can be used to educate end users on the benefits and use of Jabber. Resources include short how-to videos as well as one pager topics on common Jabber functionality.
Additional training resources are available on the Customer Training and Documentation center. 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.
These resources include the following topics:
- Device specific telephone user guides
- Jabber guides
- End-user self-care guides
- Attendant Console Standard and Advanced Guides
- Extension Mobility user guide
Additional training resources are available on the CDT for Administrators. These resources can help smooth the transition to Day 2.
These resources include the following topics:
- How to open repair (issue) tickets
- How to open global change management requests
- How to use CER
- How to use Attendant Console, standard
- How to use Attendant Console, advanced
Formal Administrative Training Provided by Verizon
Verizon will remotely train admins in the CUCDM Administrative Portal.
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 CUDM Portal Administration Core Functionality List. Additional Functionality List topics will be covered if time permits and if you are interested.
Customer Prerequisite Training Items:
- Customer will provide internet connectivity and PCs with applicable web browsers for attendees
- Customer will provide equipment (phones, POE switch, cables, etc.)
- 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 training.
Verizon’s UCCaaS provides Unified Communications & Collaboration (UC&C) services such as call control, integrated/unified voicemail, presence and Instant Messaging, enterprise mobility, audio conferencing, and net conferencing. By delivering these core Unified Communications (UC) services from its secure, state-of-the-art data centers, Verizon is able to provide and manage the UC&C capabilities using a flexible user-based monthly billing model. The core UC services are based on Cisco’s Unified Communications Manager virtualized application portfolio, providing customers with the security benefits of dedicated applications and the convenience and cost benefits of a hosted environment. Verizon's UCCaaS offering provides a number of capabilities powered by Cisco’s Unified Communications product portfolio and Verizon’s world-class network and collaboration services.
The service is based upon Cisco’s innovative multi-customer Hosted Collaboration Solution (HCS) platform, which is based on a chassis/blade server architecture designed with hardware and environmental resources in a virtualized cloud computing infrastructure which supports dedicated instances of applications specific to individual customers.
The service supports Cisco Unified Communications Manager (CUCM) applications on the Hosted Collaboration Solution platform. The service uses Storage Area Network (SAN) storage and VMware technology virtualized applications.
UCCaaS delivers the rich feature sets available with the following Cisco applications:
- Unified Communications Manager —an enterprise class IP communications system, including integration of unified mobility capabilities, allowing single number reach to desk phone, mobile phone, and other client devices, based on Linux Unified Communications Operating System.
- Unity Connection---Cisco Unity Connection (CUC) is a feature-rich voice and integrated/unified messaging platform based on the same Linux Unified Communications Operating System as Cisco Unified Communications Manager. It provides voice message access and management, and speech-recognition features which facilitate mobile use.
- Cisco Unified Presence— Cisco Unified Presence (CUP) supports integration of telephone presence and instant messaging capabilities via clients or integration with existing third party enterprise IM/presence clients, such as Microsoft® Lync®.
- Cisco Attendant Console —provides administrative personnel with the ability to manage incoming lines, phone calls for supported staff.
- Cisco Emergency Responder (CER) —provides administrators with the ability to map users to emergency locations; providing automatic updates to user location information as end users move and relocate within the organization. Verizon supports both Standard and Advanced CER. US and Canada only.
- Telepresence Room - Enables video calling connectivity to Cisco Telepresence Room systems. Enables users to collaborate over video saving time and travel costs while helping improve productivity.
- Expressway—facilitates secure, VPN-less end user access to enterprise mobility, providing improved ease of use.
Your Lower Level Design solution will specify applications you have purchased.
Verizon UCCaaS is available as a standard service in over 100 countries. In addition, Verizon can serve additional countries on a custom basis. Please check with your account team.
Bills are generated monthly according to your particular billing cycle. Bills are derived based on the number of users are averaged over the course of the month. The average is calculated based on aggregate daily measurement of total configured end users for a billing month divided by the number of days in the billing month in which a snapshot was able to be taken. Note: conditions may occur which may cause some daily snapshots to be skipped.
Packages are eligible to be billed based on the following conditions:
In CUCDM a user has to be configured with the following:
- A username
- A last name
- An entitlement package (Essential, Caller, Information Worker, Knowledge User, Power User)
Please note, Extension Mobility requires two packages to be assigned, (each with at least a minimum of the Essential package): the target phone (either to an actual user or a “dummy” user), and the end user dialing into the target phone.
Please note, users and devices which meet the conditions to be billed for a package will be billed, even if no usage is present. Users and 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.
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.
The service suite consists of five primary Packages; Essential, Caller, Knowledge Worker (Basic), Information Worker (Enhanced) and Power User (Premium). All but the Essential primary packages support intra-company desktop video when used with videophones. In addition, there are several capabilities that can be ordered a la carte. Specific feature availability may vary based on legal or regulatory restrictions, however CER is available with all packages in the US and Canada.
Verizon’s UCCaaS 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.
- Essential Package is perfect for economizing—common area phones, break room phones, etc. The Essential Package provides limited Cisco Unified Communications Manager features; including core IP call control with limited feature capabilities depending on the phone, but excluding mobility or single number reach. Essential Packages are restricted to a maximum of one physical device programmed into the PBX database, which can be an analog phone or a low-end Cisco IP phone. Specific IP phones currently eligible for an Essential Package license include models 3905 and 6901.
- Caller consists of basic telephony and presence/IM only, which provides an indication that an end user is online and with instant messaging or chat capability. This package supports additional Cisco Unified Communications Manager features including the ability to forward a call to a series of devices (i.e. single number reach Caller supports one endpoint. If Cisco Jabber is used as a softphone and integrated with telephony, Jabber counts as the single endpoint). The soft phone client can be either Jabber Desktop client or Jabber client integration with another client. If Jabber is used for IM/Presence only, a single hard phone is permitted and the model can be any supported model. This package provides a low price point, especially for a mobile phone-only user.
- Information Worker Package includes basic telephony and voicemail services. The Information Worker Package supports the full set of Cisco Unified Communications Manager features, including core IP call control and the ability to forward a call to a series of devices (i.e. single number reach). In addition to Call Control, the Information Worker Package provides certain Cisco Unity Connection voicemail features, including the ability to deliver integrated or unified messaging (email not included). Like Caller, Information Worker supports one endpoint, either a phone or soft client. If Jabber is used as a softphone and integrated with telephony, Jabber counts as the single endpoint. The soft phone client can be Jabber Desktop, Jabber Mobile, or Jabber client integration with another client. If the Jabber is used for IM/Presence only, a single hard phone is permitted and the model can be any supported model.
- Knowledge Worker Package has an added second device that serves as an enhanced feature set for frequent communicators. It includes the full set of Cisco Unified Communications Manager features, including core IP call control and the ability to forward a call to a series of devices (i.e. single number reach). In addition to Call Control, the Knowledge Worker Package provides certain Cisco Unity Connection voicemail features, including the ability to deliver integrated or unified messaging (email not included).The Knowledge Worker Package supports up to two endpoints, which can be any supported phone model, or any soft phone client including Jabber Desktop, Jabber Mobile, or Jabber client integration with another client. If no soft client is selected, the end user may have up to two physical devices.
- Power User Package - This is the feature bundle for those with multiple devices, such as executives. It supports the same feature set as Knowledge Worker, but supports as many as 10 endpoints of any type, which can be any supported phone model, or any soft phone client including Jabber Desktop, Jabber Mobile, or Jabber client integration with another client.
A la Carte Capabilities
End users may select the following capabilities discretely, or add them to a Primary Capability Package. Where noted, an a la carte feature may be required with other packages or capabilities.
- Voicemail. Cisco Unity Connection voicemail.
- Telepresence Room. Enables video calling connectivity for Cisco Telepresence Room systems. Enables users to collaborate over video saving time and travel costs while helping improve productivity.
- Hosted Cisco Emergency Responder (CER). CER tracks location changes when an IP Phone is moved within the customer's IP network and updates the emergency services database. This enables the correct address to be presented to the Public Service Answering Point if a user calls 911. End users must have UCCaaS call control or Cisco premise-based call control (applies to US and Canada only).
- Hosted Attendant Console. Provides operators and receptionists with call routing and distribution tools to deliver positive experiences to callers. Cisco Unified Attendant Consoles (UACs) can help ensure all calls are handled efficiently and professionally. Requires UCCaaS or premise-based call control.
Additional sites require a complete engagement and design. Please contact your Account Representative to begin this process.
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.
No. A 2 week data freeze must go into effect once completed data collection workbook is received from you. No changes to user configurations or adds/deletes can be performed during implementation. Changes can be made during Day 2 as a service/change request (ie: MACD).
The Telepresence Room license enables video calling for Cisco Telepresence Room systems. It enables users to collaborate over video saving time and travel costs while helping improve productivity. It is required with the following devices:
- Cisco Immersive Rooms (IX and TX Series) – Both IX and TX requires a Telepresence license and package of Caller or above
- Cisco TelePresence MX Series – Telepresence license required and package of Caller or above
- Cisco Telepresence Profile Series – Telepresence license required and package of Caller or above
- Cisco Telepresence System CTS1100 – Telepresence license required and package of Caller or above
- Cisco Telepresence Integrator C Series – Telepresence license required and package of Caller or above
- Cisco TelePresence SX Series – Telepresence license required and package of Caller or above
You can make changes to many UCCaaS features in the Customer Admin 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.
Billing for UCCaaS will begin at the first billing cycle after Day 2 is complete.
- Online Inquires for all Services: When viewing your invoice online in Verizon Enterprise Center at www.verizonenterprise.com click “Create an Invoice Inquiry” from the Invoice Summary screen and follow the instructions to create and monitor an online inquiry. You may also track or create an inquiry/ticket from the portal homepage under the “Quick Tasks” section (no login required).
- Live Chat: you can chat online with Verizon Customer Care which can be accessed from the Support tab.
- Call Customer Care/Billing:800-937-6000
Your invoice will contain instructions to manage your account online via the Verizon Enterprise Center.
You will be provided an invitation code to enter and complete the simple registration process.
UCCaaS has global 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.
SLAs are available here.
Reporting is available on all SLAs. Your account team can obtain availability and call quality reports for you on a monthly basis.
The additional following reports are delivered monthly to your Verizon Enterprise Center account, automatically. Reports are available via the Verizon Enterprise Center (click here) after requesting access and obtaining login.
Go to Manage Accounts/ Global Navigation and select Service Management Reporting
- Trouble ticket response times (time to repair)
- Mean time to repair
Change Management MACDs
- Ticket response times
- Mean time to resolve
Change Management Password Reset
- Ticket response times
- Mean time to resolve
- Overview of network availability
Ticket Inventory Package
- Overview of tickets (ticket detail)
Individual user features can be managed via the end user portal. The CUCDM admin portal also allows for self-administration of many additional features. Training for both can be found on the Customer Training and Development Center.
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 questions about ticket status, request an update from the Service Desk or check the Verizon Enterprise Center.
- Be sure to include the ticket number in the subject line of your email communications.
Quick Tasks – Once a ticket is created, you can also use Quick Tasks through the Verizon Enterprise Center for status updates and much more throughout the incident process. Access the Quick Tasks tool by entering the 13 digit Verizon ticket number and the first 3 characters of the customer contact name on the ticket into the “PIN Code” field. For example, Lonnie from the help desk reports an issue to Verizon and opens a ticket. Jim at the site location can use the Quick Tasks tool to check the status using the full ticket number and “LON” as the PIN code.
Automated Notifications – You can elect to receive automated notifications via email from the Verizon repair services ticket. When opening a ticket, an email address will need to be provided and you can choose to receive automated notifications on a number of different ticket events (e.g. status updates, testing results, dispatch information, or ticket resolution). You can also add contacts through the Verizon Enterprise Center or Quick Tasks.
We assign severity levels to every ticket. Each severity level has a corresponding response time that our Repair Service Desk has committed to meet.
Verizon Enterprise Center LINKS
- Contact us your way, click here
Verizon Enterprise Center Videos
- Overview Tutorial (16 mins), click here to view
- Overview, click here to view
- Billing and Reporting, click here to view
- Service Management & Repairs, click here to view