VoIP Services Welcome Kit (IPT & IPIA)

Let’s implement your VoIP Service together.

  • Welcome to Verizon VoIP Services

  • 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 over to VoIP and even after your VoIP Services have been implemented and you’re managing your VoIP enterprise network. We want your experience to be the best so be sure to review the following resources in the VoIP Services Welcome Kit below:

    • Check out the Phases and Delivery Timeframes section below to see the 5 steps to implementing VoIP. This section will help you understand Verizon requirements and your responsibilities for each step to provide a smooth and timely installation.
    • Review the Customer Management portals available to help you fine-tune your network. These tools empower you to make near real time changes 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.
    • Reference Customer Support to find out who to contact for any questions or issues regarding Repair or Billing.

    NOTE:

    • VoIP Services = IP Trunking or IP Integrated Access unless otherwise stated.
    • Business Connection, Virtual Communications Express (VCE), Virtual Contact Center (VCC), IP Toll Free VoIP Inbound Local Origination (VILO) and UCCaaS are not associated with this Welcome Kit.

     

    Getting started with your VoIP Services Welcome Kit

    Thank you for choosing Verizon for your VoIP Services. The purpose of this Welcome Kit is to give you the tools you need to successfully activate your Verizon VoIP Services (defined as IP Trunking and/or IP Integrated Access). The kit information below explains Verizon’s steps for implementing your services, as well as the steps you and your organization should take for a successful, timely implementation.

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

    Within the kit, there are descriptions of “CUSTOMER ACTION” and “Note” throughout. CUSTOMER ACTION represents an important activity that is your responsibility. Note is an important point Verizon wants to highlight regarding a particular area.

     

    What are IP Trunking and IP Integrated Access?

    Verizon’s IP Trunking and IP Integrated Access are VoIP Services designed for businesses that want a cost-effective way to carry voice and data over the same IP network.

    With IP Trunking, you can leverage Verizon's IP backbone to access the Public Switched Telephone Network and voice services, enabling more efficient use of your wide area network resources. Designed for customer locations equipped with an IP PBX (Internet Protocol; Private Branch Exchange), IP Trunking service is delivered via a standards-based SIP (Session Initiation Protocol) trunk directly to your IP PBX. This streamlined approach eliminates the need for VoIP gateways, TDM (Time Division Multiplexing) cards, and the associated maintenance costs. IP Trunking offers single and multi-site configurations.

    IP Integrated Access is designed for small- to medium-size business customers that simply want convergence of their voice and data access circuits. This service works with existing TDM PBXs and Key Systems by using a VoIP gateway thereby reducing the need for equipment changeover and disruption to services. By retaining the existing Key or PBX system, customers will not need to retrain employees on phone usage.

     

    Verizon VoIP Services Team Roles and Responsibilities

    Following are the Verizon team member titles and a brief description of their roles and responsibilities:

    Verizon VoIP Team Members & Roles/Responsibilities

    Account Team

    Your Verizon Account Team may consist of only one person or many people depending on how large of a VoIP solution is needed. At a minimum, you will have one primary contact assigned to you. That person may go by several different names such as Account Manager, Client Executive, or Client Partner but regardless of the title that person is your primary contact for your Verizon services. Throughout this document, we will refer to your primary contact as the Verizon Account Team (AT).

    In addition to the Account Manager, most customers will be assigned a primary Solution Architect (SA, also known generically in the industry as a Sales Engineer or SE). Your SA will be responsible for all engineering matters such as solution development and design documentation.

    For larger and/or more specialized solutions, one or more Sales Specialists may be assigned to your account to assist in specialized areas such as Unified Communications & Collaboration (UCC) and Contact Center Services (CCS). One such Sales Specialist is the UCC Collaboration Consultant (CC) who may become your primary contact during the ordering and implementation of your VoIP Services.

    Specialized Solution Architects such as a UCC SA may also be assigned to your account to assist with the solution development and review of design documents.

    VoIP MAC Help Desk

    If your IP Trunking or IP Integrated Access service has already been established, the VoIP MAC Help Desk should always utilized for any Moves, Adds, or Changes (MAC). See the section titled “VoIP customer change request types and processes” under the Post-Activation Phase for more details on the VoIP MAC Help Desk.

    Order Manager*

    Once a VoIP Services order request is placed, an Order Manager (OM) is assigned who verifies the order request, submits the VoIP Service Order, and oversees all implementation activities such as the provisioning of your service and the scheduling of both the VoIP Activation Call and the port dates.
    Note: Some of these responsibilities may be performed by a VoIP Project Manager if assigned.

    VoIP Activation Engineers

    Verizon’s VoIP Service Delivery Team consists of VoIP Activation Engineers (AEs) who perform the technical aspects of implementing or modifying your VoIP Services. Responsibilities include conducting the VoIP Activation Calls and porting sessions, migrating telephone numbers between locations, and verifying your VoIP Services.
    Note: In EMEA & APAC, VoIP Activation Calls and porting sessions will be led by the VoIP PM or by the OM if no VoIP PM is assigned.

    VoIP Project Manager

    Verizon offers optional VoIP Project Management. The Project Manager oversees, plans and coordinates all aspects of a Verizon project, from placing orders through the implementation of VoIP Services. The Project Manager serves as the main facilitator of all activities and is the main point of contact for all the VoIP Services delivery phases (as outlined in the next section).

    *Note: You may be working with more than one Verizon Order Manager in the turn up of your new service. For example, you may work with a different Order Manager for the activation of a Verizon circuit (Private IP, Internet Dedicated Services, etc.) than the Order Manager for the activation of your VoIP Services.

     

    Phases and delivery timeframes

    Activation and support of your VoIP Services is divided into the following phases. Note that the activation of your Private IP or Internet Dedicated Services (required for VoIP Services) is not included in these phases. Steps and timeframes for activating Verizon Access services can be found in the Private IP (Customer Managed) Welcome Kit and the Internet Dedicated Services Welcome Kit.

    • Design & Order Verification Phase - Activities include the completion of the contract package and design documents, the submission of your VoIP Services order and the subsequent verification by Verizon’s Order Management team.

      Estimated at 10-15 business days*

    • Service Preparation Phase - Verizon activities include the provisioning of the service on the Verizon VoIP Services platform and pre-installation testing. Additional activities include the scheduling of the VoIP Activation Call and the installation/configuration of customer premises equipment (CPE) for the new service.

      Estimated at 10 business days* for the basic turn-up of VoIP service at a single location with new numbers only. The porting or migration of existing numbers to the new service takes additional time that is impacted by the quantity of numbers to be ported and the country where porting is to take place. Ask your Account Team for time intervals given the specifics of your order.

    • VoIP Activation Call - A test session of the new service where a Verizon Activation Engineer will capture message traces of inbound and outbound calls made with test numbers to verify your new VoIP Services. If new telephone numbers were also ordered, they become active at this time.
    • Porting Phase - If you have existing telephone numbers that you want used with your new VoIP Services, they will be handled during this phase. Existing telephone numbers will either need to be “ported” or “migrated” to Verizon VoIP. Please see the Porting Phase section in this Welcome Kit for more details on these two processes.
    • Post-Activation Phase - The management and maintenance of your activated VoIP Services. Includes change requests, troubleshooting, and global customer support.

    Note: The estimates above are based on the average timeline for the activation of your VoIP Services given that your Verizon Access services are already installed and activated. Other factors such as complexity, number of sites, and customer response/preparation time may increase the timeframe.

  • Design & Order Verification Phase

  • The information provided in this section will assist you in your VoIP Services transition / implementation by providing a general overview of the Verizon VoIP Design & Order Verification Phase. The Phase is broken out into actions to be completed by Verizon and actions required by you and your organization.

    Note: You will be primarily working with your Verizon Account Team during this phase (unless a VoIP Project Manager has been engaged; see the Verizon VoIP Services Team Roles section above for more details on VoIP Project Management).

     

    Verizon Actions

    During the Design & Order Verification Phase, Verizon will take the following actions:

    Verify Contract Package

    For your VoIP Services order to move forward within Verizon, your contract package must include VoIP Services and be completely signed and executed by a representative of your organization authorized to sign contractual agreements. Your Verizon Account Team will verify this and work with you if your contract package is not complete.

    Complete Design Documentation

    In addition to your contract package, design documents detailing your VoIP Services, including network access and Customer Premises Equipment (CPE), will be completed and approved by Verizon’s Solutions Architecture Team. The final design will be shared with your organization for approval.

    Note: Verizon will work with you to confirm your VoIP solution is certified to interoperate with the Verizon VoIP network. If not certified, a Verizon VoIP Field Trial will be needed to verify interoperability. Your Verizon Account Team will provide you more details on Field Trials if applicable.

    Submit VoIP Services Order Request

    With your contract package completed, and design documents approved, a VoIP Services order request can now be submitted to Verizon’s Order Management and Service Delivery teams.

    Note: You or your Verizon Account Team may engage the Verizon VoIP MAC Help Desk to create the VoIP Services order request and if so, a representative from this team may contact you for additional information.

    Note: At this stage your request remains to be verified by our Order Management team before it is converted into a validated order. The validated order is then converted to a Service Order, with an assigned Service Order ID, and submitted to the Verizon VoIP Services Delivery team for processing.

    Verify VoIP Services Order Request

    After the VoIP Services order request is submitted it is handled by Verizon’s Order Management team. An Order Manager will be assigned to your order and will manage it until the order is closed.

    The Order Manager will verify the information provided in the order request by either scheduling an Order Verification Call (OVC), sending an Order Verification Email (OVE) to the contact listed in the order request, or reviewing the Network Order Validation (NOV) form that you verified via the Verizon Enterprise Center portal. If the porting of Telephone Numbers (TNs) to Verizon VoIP is part of the order request, the Order Manager will work with you to confirm the final list of TNs to be ported.

    Submit VoIP Services Order

    Once the VoIP Services order request has been verified by your Order Manager, your order is designated as “clean” and will be assigned a Service Order ID. The Order Manager will then submit the order to the Verizon VoIP Services Delivery Team to be provisioned, activated, and the service verified.

     

    Customer Actions

    The following actions must be completed by you to help successfully process your order:

    Provide CPE Details, IP Addresses and Other Technical Information

    Be prepared to provide any network and customer premises equipment (CPE) details to Verizon needed to complete Verizon’s design documentation and to process your VoIP Services order. Any missing or inaccurate information in the design documentation may detrimentally affect the support Verizon can provide after the VoIP Services is activated. Information needed includes:

    • WAN/Customer Edge(CE) router model and software version
    • PBX/IPPBX model and software version
    • VoIP Gateway or Session Border Controller (SBC) model, software version, and WAN-side IP addresses for SIP trunk termination
    • Unused Class C (/24) subnets from your Private IP addressing space to be used for addressing Verizon’s SBC nodes. If you are an Internet Dedicated Services customer, then Verizon (or your Internet access vendor) will assign registered IP public addresses for addressing Verizon’s SBC nodes.
    • Provide mapping of Verizon VoIP configured numbers and their required alternate number (APAC only)

    Note: This information might be requested in a document titled “VoIP Questionnaire” (US and Canada) and “Technical Data Gathering” in EMEA and APAC.

    There will be configuration data that you need from Verizon to fully configure SIP Trunking on your VoIP CPE which cannot be provided until Verizon completes its configuration of your VoIP Services. This information will be provided to you during the Service Preparation Phase by your Order Manager. Examples of such information are:

    • Verizon SIP Domain
    • Verizon SBC Signaling FQDN (fully qualified domain name)
    • Verizon SBC Signaling IP address(es)
    • Verizon SBC Media IP address(es)
    • Verizon DNS Server IP Address (when applicable)
    • Native/Test Telephone Numbers (i.e. non-ported numbers)
    • Screened Telephony Number (STN) if the Alternate Caller ID feature was ordered in the US

    Confirm Your VoIP Services Order with your Order Manager

    After the VoIP Services order request is entered into Verizon’s ordering system, it is handled by Verizon’s Order Management team. Verizon’s Order Management team along with members of your Verizon Account Team will follow a communication plan consisting of periodic emails and follow-up calls throughout the Service Preparation and Porting phases to exchange information and provide status on your VoIP Services order.

    Note: Any email sent to you by your assigned Order Manager will contain their contact information along with their escalation contact information in the signature section. You can contact your Order Manager via email or phone.

    The first communication you may have with Verizon’s Order Management Team may be an email stating that the order request has been received and an Order Manager assigned. You may also receive an email asking you to verify order information via a Network Order Validation (NOV) form available via the Verizon Enterprise Center portal. If you do not, then the assigned Order Manager will either send you an email with the order information for you to verify or schedule an Order Verification Call (OVC) with you to verify the information.

    Be prepared to confirm the key provisioning and technical details needed for a successful activation of your new VoIP Services as well as proper support for Emergency Calling (e.g. E911 in the U.S.). If the porting of Telephone Numbers (TNs) to Verizon VoIP is part of the order request, your Order Manager will work with you to confirm the final list of TNs to be ported. See “Customer Actions” in the Porting Phase section for details on what is required for order verification. You may also make changes to your order at this time although that may require updates to the design documentation which would require re-approvals. This would delay your VoIP Services order submission.

    CUSTOMER ACTION - Your response to a phone call or email from your assigned Order Manager about order verification is critical to meet service delivery timeframes. Your order will not be submitted to the Verizon VoIP Services Delivery Team until it is designated as “clean” by the Order Manager after verifying the order with you.

    CUSTOMER ACTION - If you are using Verizon Internet Dedicated Services for your VoIP Services, you may need to complete the IP Justification Form and submit it to your Order Manager. Please discuss with your Verizon Account Team if you have any questions about the IP addresses used with your VoIP Services on Verizon Internet Dedicated Services.

    Note: Be aware that the occurrence of the following situations after the order has been submitted to the Verizon VoIP Services Delivery Team may affect your pricing and/or the service delivery timeframe:

    • Design changes
    • Telephone number additions
    • Facilities issues
    • Equipment delays
    • Construction needs
    • Other internal/external factors
  • Service Preparation Phase

  • The information provided below is intended to provide a general overview of the Verizon VoIP Services Preparation Phase. The Phase is broken out into actions to be completed by Verizon and actions required by you and your organization.

    Note: You will be primarily working with your Order Manager during this phase (unless a VoIP Project Manager has been engaged; see the Verizon VoIP Services Team Roles section above for more details on VoIP Project Management).


    Verizon Actions

    During the Service Preparation Phase, Verizon will take the following actions:

    Provisioning and Pre-installation Testing

    The Verizon VoIP Services Delivery Team will provision your VoIP Services order on the Verizon VoIP Services platform and will conduct pre-installation testing (PIT) to verify the configuration before the VoIP Activation Call.

    Scheduling the VoIP Activation Call


    With PIT testing complete, your Order Manager can now schedule the date and time of your VoIP Activation Call. Your Order Manager will contact you to see if you are ready (see Customer Actions below) to turn up your new service. If so, your VoIP Order Manager will look to provide the earliest available dates to meet your needs, but requires at least a 72 hour notice in order to schedule resources.

    Exception: There are certain VoIP Services orders that do not require a VoIP Activation Call. One example is a VoIP Services order to port numbers to an existing location with VoIP Service. Another example is a VoIP Services order to add VoIP Services to a new VoIP location where calls will be routed across an existing centralized SIP trunk.

    In this latter example, your VoIP Order Manager will send you an email confirming your VoIP Service has been activated and the native/test Telephone Numbers assigned are ready for use. If you experience any issues with your new VoIP Services activated without a VoIP Activation Call, you can contact the VoIP Activation Engineering Help Desk at (866) 829-9719, Monday–Friday, 24 hours a day (US) or in the case of EMEA and APAC by sending an e-mail to sdvoip-etms@se.verizonbusiness.com (which will be addressed on the next Business Day) as long as:

    • It is within 24 hours after you received notice your new VoIP Services had been activated;
    • No telephone numbers were ported from another carrier; and
    • Such activation did not involve a migration of telephone numbers from existing VoIP Services to the new VoIP Servis.

      Note: When reporting an issue we recommend you provide a call example to ease investigation with caller number, called number and date & time of call

       

    Customer Actions

    The following actions must be completed by you for a timely and successful activation of your new VoIP Services.

    Complete the VoIP Services Pre-Activation Checklist

    To help provide the timely delivery of your VoIP Services, you should complete the VoIP Services Pre-Activation Checklist and do a self-assessment of your organization. Issues identified at this time can help you avoid delays and meet your activation timeline.

    Note: The Verizon VoIP Services Pre-activation Checklist can be found by clicking the icon below, here, as well as in the Important Links section of this Welcome Kit.

    Download the Verizon VoIP Services Pre-activation Checklist

     

    Confirm Date and Time of VoIP Activation Call

    After the Verizon VoIP Services Delivery Team has provisioned and performed pre-installation testing of your VoIP Services, your Order Manager will contact you to schedule the VoIP Activation Call (if a date has not already been discussed). The Order Manager will then send you an email confirming the date and time of the VoIP Activation Call along with details about the conference call bridge you and the Verizon VoIP Activation Engineer will be using. If you need to reschedule the VoIP Activation Call, please contact your Order Manager. The VoIP Activation Call will need to be pushed out at least 72 hours to allow scheduling of resources.

    Note: If you reschedule your VoIP Activation Call after you have scheduled your porting date, we strongly recommend that you reschedule your porting date to fall at least 72 hours after the VoIP Activation Call in case issues are found during the call. Refer to the Porting Phase of this Welcome Kit regarding the risks of cancelling a port too close to the porting date.

    Finalize VoIP CPE Configuration

    In the email confirmation for your VoIP Activation Call, the following SIP Trunk configuration data will also be provided to you by your Order Manager. This information could not be provided earlier because it was not known until Verizon completed its configuration of your VoIP Services.

    • Verizon SIP Domain
    • Verizon SBC Signaling Fully Qualified Domain Name (FQDN)
    • Verizon SBC Signaling IP address(es)
    • Verizon SBC Media IP address(es)
    • Verizon DNS Server IP Address
    • Native/Test Telephone Numbers (i.e. non-ported numbers)
    • Screened Telephony Number (STN) if the Alternate Caller ID feature was ordered (U.S. only)

    CUSTOMER ACTION: Be prepared to have the information listed above configured on your VoIP CPE prior to the VoIP Activation Call. All Native/Test telephone numbers provided as part of your VoIP Services need to be configured on your VoIP CPE so that inbound calls to these numbers either route to a phone, voicemail or an annuncement, or cause a 40X, 5XX, or 6XX SIP error message to be returned if called. Otherwise, a call looping scenario may result.

    Note: If you do not configure all Native/Test telephone numbers to be properly handled when called, Verizon reserves the right to take the necessary action – including deleting the affected telephone numbers – to avoid harming Verizon’s network and/or the service provided to other Verizon customers.

    Note: Testing your VoIP Services prior to the VoIP Activation Call may be possible. Please consult with your Order Manager.

    Install the BroadSoft PacketSmart CPE for each location using 3rd party access (U.S. & EMEA only)

    The PacketSmart PI-150 device helps our technical support teams troubleshoot, taking the burden off of you. The Installation Guide for the PacketSmart PI-150 is located under the Equipment Installation section located on the left-hand navigation of the welcome kit. The Installation Guide will walk you through the easy installation of your new PacketSmart equipment.

    Enroll in VoIP Training

    There are several modules of training on Verizon VoIP Services that you and others within your organization may take to better understand all your new VoIP Services offers. You and/or others in your organization should take this training now so any new features can be tested and configured prior to or shortly after the porting of numbers to your new VoIP Services.

    Training is outlined below in this Welcome Kit (“Training” section on the left).

     

    Assumptions and Constraints

    Assumptions

    • New Verizon-provided numbers are not confirmed until the numbers are configured on the Verizon VoIP Services platform.
    • You have assigned personnel to assist and work with Verizon during the scheduled VoIP Activation Call.
    • Unless otherwise expressly stated within the contract, you’re responsible for configuring and maintaining your premises equipment (“CPE”).

    Constraints

    • Upon completion of the VoIP Order Verification Call/email, any changes to the order information or design could require a new VoIP Services order to be submitted which could subsequently increase the implementation timeframe.
    • Phone number reservations are made during the Design & Order Verification Phase and are held for 60 days from the reservation date.

    Note: The reserved numbers may change and are not confirmed until after provisioning is complete. The confirmed numbers will be provided to you in the email that confirms the date of your VoIP Activation Call.

    • If relevant, VoIP CPE order due dates are based on Verizon CPE stock and vendor availability.
    • VoIP Activation Calls scheduled outside of standard business hours require Verizon approval and may incur additional fees. Standard business hours are between 8 a.m. and 8 p.m. local time (US) and 9 a.m. and 5 p.m local time (EMEA and APAC).
  • Activation Call

  • The information provided below is intended to provide a general overview of the Verizon VoIP Activation Call. The event is broken out into actions to be completed by Verizon and actions required by you and your organization.

    Note: You will be primarily working with the assigned VoIP Activation Engineer during this event.

     

    Verizon Actions

    During the VoIP Activation Call, Verizon will take the following actions:

    Verify VoIP Services

    At the time scheduled for the VoIP Activation Call, a Verizon VoIP Activation Engineer will remotely join the conference bridge provided in the confirmation email. The VoIP Activation Engineer will ask you to make an inbound test call and several outbound test calls using the test DIDs assigned to verify the VoIP Services have been configured correctly on the Verizon VoIP Services platform. The VoIP Activation Engineer will also capture packet traces to help with the verification and to store as a benchmark for Verizon’s Technical Support team to use if troubleshooting an issue.

    Activation, Completion, and Billing of Your VoIP Services

    If testing during the VoIP Activation Call is deemed successful by both you and the VoIP Activation Engineer, the activation of your new VoIP Services will be marked complete and billing will begin. You will receive an email confirming this for each location where the activation of your new VoIP Services was marked complete. Verizon will also send a VoIP Services fulfillment email that will signify all designated sites have been successfully activated.

    Please refer to the FAQs within this Welcome Kit (left side) for more details on how you will be billed for your VoIP Services.

    Note: VoIP Billing Start Date - The billing of your VoIP Services will start as soon as the activation of your VoIP Services is marked complete even if you have telephone numbers that have not yet been ported to your new VoIP Services.

     

    Customer Actions

    The following actions must be completed by you for the successful activation of your new VoIP Services:

    Participate in the VoIP Activation Call

    At the time scheduled for the VoIP Activation Call, please join the conference bridge provided in the confirmation email. Verizon strongly advises that you also have your PBX administrator and/or Third-Party Vendor (TPV) attend the VoIP Activation Call with the ability to make configuration changes if needed to resolve any call issues found during testing.

    A Verizon VoIP Activation Engineer will join the conference bridge remotely and ask you to make an inbound test call and several outbound test calls using the test DIDs assigned. Based on the results of those test calls as well as examining message traces, the VoIP Activation Engineer will verify whether the VoIP Services has been configured correctly on the Verizon VoIP Services platform.

    If testing during the VoIP Activation Call is deemed successful by both you and Verizon, the activation of your new VoIP Services will be marked complete and the billing of your new VoIP Services will begin.

    Note: If you experience any issues with your VoIP Services after the VoIP Activation Call, please contact Customer Support. Details can be found under the Customer Support section of this Welcome Kit listed in the left hand menu of this screen.

    Note: EMEA only - The Service enables you to place calls to the majority of PSTN destinations though some “non-geographic service destinations” telephone number ranges may be blocked. For a comprehensive list of in-country blocked destinations, please refer to the FAQ section.

  • Porting Phase

  •  

    Note: This phase only applies if your VoIP Services order includes the porting of numbers to Verizon.

    The information provided below is intended to provide a general overview of the Verizon VoIP Porting Phase. This phase starts at the same time as the Service Preparation Phase. The Porting Phase is broken out into actions to be completed by Verizon and actions required by you and your organization.

    “Porting” refers to the industry process titled “Local Number Portability” where the ownership of a telephone number is transferred from one service provider to another. In order for Verizon to assist you in this process, your current Local Service Provider requires your authorization for Verizon to act as your representative and to access your account information. This authorization is provided in different ways depending on the country where the numbers are being ported:

    • In the U.S., you must complete and sign a Letter of Agency or Letter of Agreement (LOA).
    • In EMEA, APAC, and Canada, you must complete and sign a Letter of Authorisation (LOA) or Number Portability Form (NPF) that is country specific.

    If your current Local Service Provider is Verizon, your telephone numbers may be “migrated” to Verizon VoIP instead of being ported. Verizon does not need to follow the Local Number Portability process to move your numbers from Verizon local service to Verizon VoIP, except when Verizon is the Incumbent Local Exchange Carrier (ILEC) in the U.S. To distinguish between the two situations, the terms “porting” and “migrating” are used where “porting” indicates the Local Number Portability process is being followed.

    Note: You will be primarily working with your Order Manager during this phase (unless a VoIP Project Manager has been engaged; see the Verizon VoIP Services Team Roles section above for more details on VoIP Project Management).

     

    Verizon Actions – US specific

    During the Porting Phase, Verizon will take the following actions:

    If Porting, Obtain Customer Service Records

    The primary information needed to determine the length of time to successfully move your current voice services to Verizon’s VoIP Services is the data contained in the current Local Service Provider’s Customer Service Record (“CSR”). A CSR is an inventory of current services with the Local Service Provider and is obtained using various methods dependent upon the Local Service Provider. For example, the CSR can be obtained electronically from major ILECs, whereas manual requests are needed for smaller ILECs and CLECs. Manual requests take a much longer time to retrieve and the time varies dependent upon the Local Service Provider.

    If Porting, Initiate U.S. Local Number Portability (LNP) process

    1. CSRs are retrieved and analyzed for verification against the list of numbers to port; any discrepancy will be addressed before your VoIP Services order is submitted to Verizon’s automated systems.
    2. Verizon sends a Local Service Request (“LSR”) to your Local Service Provider to notify it of the intent to port your number(s) to Verizon on the requested due date.
    3. Local Service Provider acknowledges receipt of the LSR and sends a Firm Order Confirmation (“FOC”) date to Verizon indicating concurrence.
    4. Your Order Manager will communicate the FOC date as soon as it has been received from the Local Service Provider.

    Note: If a reject is received from the Local Service Provider, Verizon will work with you to resolve the issue and respond accordingly. Any rejects could affect the requested Local Service Provider date.

    Note: POTENTIAL OUTAGE NOTIFICATION- If you request a change after the Local Service Provider provides the FOC date, you may temporarily lose your VoIP Services because the Local Service Provider order may not be cancelled and rescheduled in time. Verizon needs at least 5 business days advance notice to terminate pending Local Service Provider activities.

    Schedule Porting/Migration Call

    Your Order Manager will work with you to schedule a date to have your telephone numbers ported/migrated to Verizon VoIP. If porting, this date needs to occur after the date of the Activation Call. The reason for this is that the porting process is partly automated and cannot be stopped if an issue was found during the Activation Call. Verizon recommends that your porting date be scheduled at least three business days after your Activation Call.

    Verify Service during Porting/Migration Call

    During the porting/migration call, Verizon will initiate the port or migration of telephony numbers from your current Local Service Provider to Verizon VoIP. Verizon will ask you to make several test calls on your recently ported numbers to verify a successful porting of your numbers. If the test calls are successful, your VoIP Service implementation is considered complete.

     

    Verizon Actions – Canada/ EMEA/ APAC specific

    During the Porting Phase, Verizon will take the following actions:

    Schedule Porting/Migration Call

    Your Order Manager will work with you to schedule a date to have your telephone numbers ported/migrated to Verizon VoIP. If porting, this date needs to occur after the date of the Activation Call. The reason for this is that the porting process is partly automated and cannot be stopped if an issue was found during the Activation Call. Verizon recommends that your porting date be scheduled at least three business days after your Activation Call.

    Your Order Manager will follow the appropriate process per country to schedule your port.

    Verify Service during Porting/Migration Call

    During the porting/migration call, Verizon will initiate the port or migration of telephony numbers from your current Local Service Provider to Verizon VoIP. Verizon will ask you to make several test calls on your recently ported numbers to verify a successful porting of your numbers. If the test calls are successful, your VoIP Service implementation is considered complete.

     

    Customer Actions - US

    The following actions must be completed by you for successful number porting to your new VoIP Services:

    If Porting, Ccomplete and Sign LOA or NPF

    If not already on file, your Verizon Account Team will send you an LOA or NPF (required for portability) for completion and signature by your designated organization representative. Please complete, sign and return as soon as possible as it is needed before your VoIP Services porting order can be submitted.

    CUSTOMER ACTION: Please download, sign and return the LOA or NPF as soon as possible as it is needed before your VoIP Services order can be submitted. Download the appropriate LOA/NPF form here.

    Note: In the case of a partial port specific rules may apply on a country basis (ensure BTN associated with your non ported numbers is correctly allocated or replaced with your current provider).

    If Porting, Provide the List of Numbers to Port

    Please provide the following to your Order Manager:

    • A count and a complete list of TNs you want ported to Verizon VoIP
    • All Billing Telephone Numbers (BTNs) applicable to the numbers being ported
    • For each BTN, whether you want a full or partial port
    • If Partial Port, provide a list of TNs that are being left behind (together with a new BTN to be linked to the non-ported numbers)

    Note: A full port of all your numbers is recommended compared to a partial port where some numbers are ported now and others ported later. A full port means that your existing services will be completely disconnected.

    If Porting, Assist in Obtaining CSRs

    By having the signed LOA, Verizon can request CSR information from your current service provider. However, there are instances where Verizon is unable to obtain CSR information and will need your involvement in obtaining CSRs.

    Once Verizon has your CSR information, do not make any changes to your current service until after your Verizon Service Order has been completed or this could result in order rejects and delays.

    If Porting, Confirm the Final List of Numbers to Port

    Not all numbers can be ported, so you will need to verify the numbers on the CSR that you would like to port. If your terminating equipment does not support IP enablement, then porting to VoIP Services is not recommended. Porting exceptions examples are shown below:

     

      Termination Type Supported by Verizon VoIP Services Reason
      Alarm lines No Lack of battery/power backup
      Elevator alarm phones No Lack of battery/power backup
      Credit card machines No Performance may be impacted by packet loss and jitter. Security is also an issue if using Internet Dedicated Services access.
      Modem lines No Performance is susceptible to packet loss and jitter. Security is also an issue if using Internet Dedicated Services access.
      Fax machines and fax servers (using the G.711 codec) Not recommended May lose compatibility with far-end devices using VoIP Services and performance may be impacted by packet loss and jitter.
      Fax machines and fax servers (using the T.38 protocol) Yes The T.38 protocol is not as susceptible to packet loss and jitter.

      CUSTOMER ACTION: If there are numbers that were included in your VoIP Services order that should not be ported, please inform your Order Manager and your Verizon Account Team as soon as possible.

    Once you have confirmed the final list of TNs to be ported with your Order Manager, your VoIP Services porting order can be submitted.

    Notice for Porting Date Changes

    For a timely delivery of your phone number porting, please provide a minimum of 5 business day notice if a date must change.

    Note: A porting date can’t be pushed more than 30 days beyond its original commit/FOC date and the date can’t be changed more than 3 times.

    CUSTOMER ACTION: Verizon asks that you provide at least a 5 business day notice for any change to your scheduled porting date. Failure to provide ample notice could result in a service outage as the Local Number Portability order may not be cancelled in time to stop the numbers from being ported.

    Participate in Your VoIP Services Porting/Migration Call

    Verizon strongly advises that you have your PBX administrator/3rd party vendor attend the porting/migration call with the ability to make configuration changes in order to resolve any service issues found during testing.

    During the porting/migration call, Verizon will initiate the port/migration of telephony numbers from your Local Service Provider . Verizon will ask you to make several test calls on your recently ported/migrated numbers to verify a successful move of your numbers. If the test calls are successful, your VoIP Service implementation is considered complete. Any issues on your end related to phone features (dial plans, hunt groups, forwarding, etc.) are beyond the scope of this call and thus should not cause your VoIP order from being closed out.

    Note: During the porting process, service is NOT lost. All new calls after the port will be routed to your VoIP Services and any calls in process during the port will continue until the user hangs up.

    CUSTOMER ACTION: For a successful porting call, be sure to have someone at the location where numbers are being ported to verify inbound calls and to initiate outbound calls

     

    Customer Actions – Canada, EMEA and APAC

    The following actions must be completed by you for successful number porting to your new VoIP Services:

    If porting numbers to Verizon VoIP, complete and sign LOA or NPF

    If not already on file, your Verizon Account Team will send you an LOA or NPF (required for portability) for completion and signature by your designated organization representative. Please complete, sign and return as soon as possible as it is needed before your VoIP Services porting order can be submitted.

    CUSTOMER ACTION: Please download, sign and return the LOA or NPF as soon as possible as it is needed before your VoIP Services order can be submitted. Download the appropriate LOA/NPF form here.

    Note: In the case of a partial port specific rules may apply on a country basis (ensure your main billing telephone number (BTN) is associated with your non-ported numbers is correctly allocated or replaced with your current provider).

    Confirm the Final List of Numbers to Port

    Please confirm and indicate the following with your Order Manager:

    • All Billing Telephone Numbers (BTNs) applicable to the numbers being ported
    • For each BTN, whether you want a full or partial port
    • If Partial Port, provide a list of TNs that are being left behind (together with the new BTN linked to the non-ported numbers) when applicable
    • Total number of Telephone Numbers to be ported

    Note: A full port of all your numbers is recommended compared to a partial port where some numbers are ported now and others ported later. A full port means that your existing services will be completely disconnected.

    Participate in Your VoIP Services Porting/Migration Call

    Verizon strongly advises that you have your PBX administrator/3rd party vendor attend the porting/migration call with the ability to make configuration changes in order to resolve any service issues found during testing.

    During the porting/migration call, Verizon will initiate the port/migration of telephony numbers from your Local Service Provider. Verizon will ask you to make several test calls on your recently ported/migrated numbers to verify a successful move of your numbers. If the test calls are successful, your VoIP Service implementation is considered complete. Any issues on your end related to phone features (dial plans, hunt groups, forwarding, etc.) are beyond the scope of this call and thus should not cause your VoIP order from being closed out.

    Note: During the porting process, service is NOT lost. All new calls after the port will be routed to your VoIP Services and any calls in process during the port will continue until the user hangs up.

    CUSTOMER ACTION: For a successful porting call, be sure to have someone at the location where numbers are being ported to verify inbound calls and to initiate outbound calls.

     

    Assumptions, Constraints, and VoIP Service Order Risks

    Assumptions

    • You have assigned personnel to assist and work with Verizon for porting.
    • You are responsible for any outstanding Local Service Provide contracts that conflict with the Verizon VoIP Services order.
    • U.S. only - you have reconciled data received on the CSR audit to confirm.
      1. a. Final Local Number Portability list and disposition as to whether each TN on the CSR is retained by the current Local Service Provider or ported to Verizon
      2. Use of Directory Assistance/Directory Listing
      3. Alternate billing telephone number (“BTN”)/hunt group assignment for number(s) remaining with the losing Local Service Provider.
    • EMEA / APAC: You have requested any Directory Listing registration with Verizon (via the relevant directory Enquiry country form).

    Constraints

    • Your current Local Service Provider must accept and meet your required due date for Local Service Provider and give Verizon a FOC. Dates are considered ‘planned’ until FOC (Firm Order Confirmation) is received.
    • No Best Date Possible (BDP) or expedites can be used for your request for port date.
    • U.S. only - CSRs are valid for 60 days from date CSR is retrieved from the losing Local Service Provider.
    • Porting outside in-country standard business hours requires Verizon approval. Additional charges may apply.

    Note: In Canada the porting window is 9.00am to 12.00pm EST, Monday to Friday. Do not submit any change orders with your current Service Provider until after your VoIP services order has been completed or this could result in order rejects and/or delays.

    VoIP Services Order Risks

    VoIP Service Order Risk Risk Mitigation Strategy
    ALL REGIONS

    Incomplete or inaccurate information could potentially cause a delay for install

    US: Once CSR data is retrieved, you should thoroughly review and confirm the disposition of each TN.

    Canada, EMEA and APAC: Please ensure all information is fully completed and accurate within the LOA or NPF

    U.S. ONLY

    Unable to retrieve a valid CSR from Local Service Provider

    You must provide accurate BTN and carrier information. In some cases, the Local Service Provider may require additional account information from you in order to release the CSR.

    Inaccurate Local Contact (“LCON “)

    The Local Service Provider will reject Local Number Portability requests if the site contact and/or contact phone number is no longer valid. This will delay the order process for as long as it takes to get the correct information plus the time to reprocess your VoIP Services order. Order intervals will restart from the beginning when the correct information is provided to Verizon.

    Verizon will not authorize a dispatch without site access verification from the LCON.

    You must notify all locations to advise LCON and verify LCON phone numbers before submitting porting requests to Verizon whenever possible.

    LSR for porting is rejected by carrier due to incomplete or inaccurate information.

    Verizon will successfully retrieve CSRs based on the BTN and provider information you’ve provided. Verizon cannot work with the Local Service Provider without accurate BTN information. You should research any missing TNs within your own records.

    Your postponement or cancelation of Local Number Portability within five (5) business days of the FOC date. The Local Service Provider Local Number Portability order cancellation and/or reschedule may result in an out-of-service condition.

    In the event of a postponement or cancelation of Local Number Portability, Verizon will implement a Code Red procedure that provides notification to the Local Service Provider. To help reduce risk of a service outage, notification of at least five (5) business days prior to the FOC date must be provided, along with a rescheduling date at least a week from delivery of such notification, for any Local Number Portability changes you make.

    Canada, EMEA and APAC

    Porting date scheduling and date change

    Porting date scheduling and data change capability will vary based on local in-country regulated process

    Porting reverse option

    In some countries, there may be no reverse option available. In this case, once the port has occurred, the only option would be for customer to contact the original LSP with a request to port-back the telephone number.

  • Post-Activation Phase

  • The information provided below is a general overview of the Verizon VoIP Post-Activation Phase, designed to assist you with the management and maintenance of your new VoIP Services now that it has been activated.

    Note: During this phase, you will be working with Verizon’s Customer Service teams. Click on the Customer Support link on the left for more details.

    VoIP Customer Change Request Types and Processes

    The following section outlines how you and your organization can manage Moves, Adds, Changes, and Disconnects (also known as MACDs).

    The Verizon VoIP Customer Change Requests can be classified as follows:

    • Customer self-service change requests
      • Those changes are performed directly by you with no change fee applicable.  Changes are made utilizing the Verizon Enterprise Center either through the Verizon VoIP Integrated Administrative Console (IAC) or through the  Verizon Enterprise Center (VEC) eCommerce portal (US ONLY).

          IAC self-service changes include:

    Authorization and Account Codes, Call Forwarding, Caller ID Name/Number, Redirect to Telephone Number, Calling Plan, Location / Telephone Number Call Intercept,

    For customer self-service changes using the IAC, refer to the Integrated Administrative Console for IPT & IPIA User Guide (log-in required) for details on how to make the changes..

          VEC eCommerce (US ONLY) changes include:

    Adding new VoIP location.

    Adding/RemovingConcurrent calls

    • MAC Help Desk  Service change requests
      • Those requests that cannot be performed directly by the customer using Verizon Enterprise Center can be submitted via the Verizon MAC Help Desk. These requests may carry Service Change Fees that are categorized as a Simple or Complex Fee.  They are outlined in the next section.  
      • You can submit your MAC requests directly to the MAC Help Desk team via email (MACRequest@verizon.com) or have your Verizon Account Team submit a request on your behalf.

    Service Changes types and related fees:

    The table below provides a list of the service changes that will incur a fee.  Refer to your current VoIP price book for related charges.

    Description of Service Change Type of Change Fee
    Feature related changes  
    VoIP IP Enterprise Routing (VIPER) (includes Wireless Connected VoIP for US locations only) Simple Fee
    VoIP Essential Feature Package (US only)
    Burstable Enterprise Shared Trunks (BEST)
    Burstable Enterprise Shared Trunks+ (BEST+)
    BEST+ Tier Changes
    Enterprise Trunking Premium
    Telephone Number related changes  
    Directory Assistance or Directory Listing (US only) Simple Fee
    Alternative Caller ID (US only)
    Private Switch-Automatic Location Information (PS-ALI)
    Caller ID (US only)
    Concurrent Call related changes  
    Concurrent Call count Increase and Decrease Simple Fee
    Pricing related changes  
    Tiered and Metered Pricing Options Simple Fee
    Network Configuration changes  
    Add a customer IP peering point to the customer's configuration Complex Fee
    Enterprise Trunk related changes
    PBX Group Device (point remote to a different hub) Simple Fee
    IP Address Complex Fee

     

    Issues with Your VoIP Services

    For issues found after your VoIP Activation and/or Porting calls have completed, please contact the appropriate Verizon Customer Support group discussed in the Customer Support section (in the left navigation area). Before initiating such contact, please confirm the root cause of the issue is not within your local area network or equipment you own and/or maintain.

  • Customer Support

  • VoIP Repair Needs

    For U.S. & Canada customers, VoIP customers should report issues to the Verizon Customer Service inbound call group at 1-877-777-7176.

    For EMEA & APAC customers can use the http://www.verizonenterprise.com/support/ link and select their relevant country contact information.

    Be prepared to provide the following information when you call:

    • Service identifier (e.g. a phone number)
    • Contact person, name and number
    • Local Contact Information and Local Access hours for the affected site
    • Internal ticket number, if applicable
    • Description of trouble
    • Time the event began and duration of event
    • Severity (impact to entire site? multiple users? single user?)
    • Frequency (constant occurrence, if intermittent – how often?)
    • Call Example. Please include this information in your example -
      • Dialed From Number & Dialed To Number
      • Date & Time of the Call
      • Result of the Call

    Other Customer Service and Support Options

    Repairs/trouble tickets

    Invoice/billing issues

    Sales/ordering support

    Also see the Customer Management Portals section of this Welcome Kit for information on making changes to your VoIP Services yourself. The link is available in the left hand menu.

    Troubleshooting via VoIP Reports

    Many of the VoIP Reports available through Verizon Enterprise Center can help troubleshoot issues you are seeing. See “VoIP Reporting” under the Customer Management Portals section of this Welcome Kit for more information on VoIP Reports. The link is available in the left hand menu.

  • Customer Management Portals

  • Manage Your Account with Verizon Enterprise Center

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

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

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

    For additional help, you can call Verizon Enterprise Center Support at 1-800-569-8799.

     

    Integrated Administrative Console (IAC)

    With the Integrated Administrative Console your designated administrator(s) can manage VoIP telephone features and privileges across your entire enterprise. The management of your VoIP product features is simple within the Verizon VoIP - IAC environment. To access the IAC, go to the Verizon Enterprise Center Homepage > Network Tools -> click on “Manage Voice over IP link.” The IAC opens in another browser window.

    Note: You will need special permission for the IAC access. The user credentials for access will be gathered during the ordering process. If you have any issues or need additional users to be entitled with permission to the IAC you may contact the Verizon Enterprise Center Help Desk at 800-569-8799. Please be sure to have your Verizon Enterprise Center User ID and your Enterprise ID when you call.

    Information and training for the IAC can be found on the VoIP Customer Training Site (log-in required) and click on Getting Started in the lower right hand side of the page. Also available (log-in required for each link):

    Note: Information provided to you through Verizon Enterprise Center or through the IAC is for customer information purposes only and will not be used to calculate any service credits that you may be entitled to pursuant to an applicable VoIP Services SLA.

     

    VoIP Reporting

    VoIP reporting is accessible through the IAC or Verizon Enterprise Center portals for administrators to use at no additional charge. The reports are near real-time and the detailed traffic reports can help you fine-tune network utilization by helping identify call blockage, call trends, and even idle trunks. You can monitor and manage local/long distance trunk utilization across the enterprise or at a location level to help provide cost control.

    These reports can be run immediately or scheduled to run at a later time. The following reports are available for the U.S., EMEA, and Asia-PAC, and each report can be customized based on your preference. Some of the reports available include:

    BEST Reports

    • Burstable Enterprise Shared Trunks Summary by Location- Provides an enterprise and location level view of concurrent call port usage and provides daily, weekly, monthly or quarterly summary options.
    • Burstable Enterprise Shared Trunks Daily Summary- Provides hourly concurrent call port usage for the day you selected.

    Concurrent Call Reports

    • Peak Concurrent Calls by Hour (Concurrent Calls by Location)- Lists all successfully completed (answered) calls made concurrently by subscribers from one or more locations.
    • Concurrent Calls Utilization and Traffic Statistics- Lists all calls (completed, blocked, not answered, failed, etc.) made concurrently by subscribers at one or more locations.

    Call Detail Reports

    • Call Attempts and Completions- Provides totals of on net/off net attempted and completed inbound and outbound calls.
    • Call Details- Detailed usage report that provides detail on each call.
    • Call Statistics- Displays the total number of on net/off net calls per month, including details for Local, Long Distance, International, Toll Free and Emergency calls.
    • Missed Call Detail by Location- Displays all on net and off net incoming and outgoing calls to the numbers at your locations that were not physically answered.

    For more information on the VoIP Reports:

    • Training for the reports can be scheduled via the Customer Training and Documentation website (log-in required).
      • The VoIP Reporting User Guide (log-in required) is a reference document that can be used to understand how to generate a report and understand its content
      • The VoIP Reporting Demo (log-in required) highlights the benefit of the VoIP reports, how to generate a report as well as in-depth analysis of some key reports and how to utilize them for your business.

    Your VoIP Reports can be accessed two ways, from Verizon Enterprise Center and the IAC:

    1. From the toolbar at the top of the Verizon Enterprise Center portal, click Managed Account | Product Tools | Call Detail and Summary Reports.
    2. From the toolbar at the top of the Integrated Administration Console portal, click Reports | VoIP Reports.

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

  • Emergency Service Calling

  • Emergency Service calling provides critical communications by quickly connecting callers to emergency services including police, fire, and ambulance. It is critical that you know and understand what your responsibilities are for setting up emergency calling and the risks if you fail to set it up correctly.

    Emergency Calling Description (E-911) – For locations in the U.S

    • 911 Calling

    911 is an emergency telephone number used in North America that when called, connects the caller with an emergency dispatch office called a Public Safety Answering Point (“PSAP”) which can send emergency responders to the caller's location. Enhanced 911 (“E-911”) uses the calling phone number, also referred to as Automatic Number Identification (“ANI”), to route the call to the nearest PSAP and to automatically display the caller's location to the dispatcher if found in the PSAP’s Automatic Location Identification (“ALI”) database. ALI databases store the mapping of ANI to addresses.

    Pursuant to FCC requirements, Verizon only supports the routing of 911 calls in locations where 911 calling is available. Also, Verizon only supports ANI numbers that were assigned by Verizon VoIP or were ported to Verizon VoIP during the initial provisioning process. Furthermore, Verizon’s ability to connect an end-user to an appropriate PSAP depends on the type, configuration and location of the phone used. Please contact your Verizon Account Team if you have concerns about 911 calling with your Verizon VoIP numbers.

    Note: Access to 911 emergency services will be unavailable if your access circuit or onsite equipment fails.


    • E-911 and Location Identification

    A caller’s location, also referred to as an Emergency Response Location (“ERL”), gets populated and updated in E-911 ALI databases several different ways. When telephone numbers are added or ported to your VoIP Services, Verizon will either populate or update the E-911 ALI databases with the service address information you provided in your VoIP Services order(s). Additional ERL descriptors such as building number, floor number, and room number can be combined with your service address for the E-911 ALI database updates if provided during the order verification process. Some states require that these designators be used for phones residing in buildings greater than a specified size. If you would like these descriptors updated or added to existing Verizon VoIP numbers, you can do so at any time through the IAC customer portal. Instructions on how to make these changes can be found in the IAC User Guide on the Customer training website. For more details on the IAC, refer to the Customer Management Portal section of the welcome kit.


    PS/ALI (Private Switch/Automatic Location Identification)

    If your VoIP Service was configured as a campus environment where Vz VoIP DIDs were ported to a single location but users of those DIDs reside in different buildings, you must address this fact:

    When 911 is dialed from a campus environment, the call will be routed to the PSAP of the primary service address and the location identification information will be that of the primary service address. The same thing applies if you have users that physically move their phones to a new location that no longer corresponds to the ERL of their telephone number. Some customers address this by having all 911 calls route through a 24-hour security desk located at the primary service address, but most customers implement a PS/ALI solution provided by vendors such as Verizon, Cisco, West Corporation, and RedSky. Please consult with your Verizon Account Team for more information on PS/ALI solutions.

    Before Verizon will support your use of PS/ALI, you must execute Verizon’s LOA which transfers responsibility for supplying information to the PSAP database from Verizon to the PS/ALI provider. Once PS/ALI is implemented, Verizon will continue to send 911 calls to the PSAP.

    Note: You will be entirely responsible for the content of the information delivered to the PSAP ALI databases. Verizon will not be liable for any from the provision of, or the failure to provide, accurate and up-to-date information. State or local laws may require you to implement PS/ALI to ensure required E-911 support for multiple user configurations to enable station-specific 911 ANI and ALI display.


    Long Distance Service/Local Service Footprint - Limitations on 911 Calling

    Verizon VoIP’s Long Distance(LD)-Only service does not support 911 calling. You must purchase separate Local service to obtain support for 911 calling when ordering Verizon VoIP’s LD-Only service.

    Verizon VoIP’s Local and LD service does support 911 calling. That is because Verizon VoIP only provides Local service where it can also provide support for 911 calling. Those areas where Verizon VoIP’s Local and LD service is available is referred to as Verizon VoIP’s “Local service footprint”. If you purchase VoIP Services for a geographically-distributed multi-site environment and have remote locations outside the of Verizon VoIP’s Local service footprint, you will be responsible for obtaining separate Local service at each location to the extent you want or are required to provide support for 911 calling.


    Emergency Calling Description – For locations in EMEA and APAC

    In Europe, only calls initiated from a location registered with the VoIP Services, whether connected directly or through the hub site of a "Centralized Multi-Site" implementation, using a public phone number registered against the same location, can connect to the correct ESAP. Emergency Services cannot be reached and Emergency Call backtracking functionality cannot be provided for any location not registered with Verizon VoIP Services.

    Customer will be responsible for verifying the extension numbers are not formatted using any European emergency number format. Regardless of the country in which the end-user is located, the use of any of those formats may prevent emergency calling from operating properly.

    Note: For a comprehensive list of in-country European emergency numbers, please refer to the FAQ section.


    Emergency Calling Description – For locations in Canada

    Canada operates on Basic 911 whereby the SIP Trunking platform provides 911 services on a per-Trunk or per-TN basis. Each DID assigned to Verizon can have 911 location and address data assigned to it upon activation.

    This location and address data will be used by Verizon’s emergency answering center to determine the nearest Public Service Answering Point (PSAP) to route the emergency call to, and will provide the dispatcher with the address information assigned to the DID originating the emergency call.

    In the event that an emergency call is routed to us, and it has not been provisioned with location and address data; our emergency answering center will validate the caller’s location with the caller, and will then route the call to the nearest Public Service Answering Point (PSAP).

    For more information on Canada Emergency calling please click here.


    Other Access Limitations

    Common events that can limit access to Emergency Services via VoIP Services include but are not limited to:

    Loss of Electric Service. A loss of electric service will interrupt VoIP Services. You are urged to implement a battery backup system for VoIP Services.

    Loss of Broadband Service. VoIP Services will be interrupted if the broadband connection is not available.

    Failure of Equipment. The malfunction or failure of equipment, software or hardware necessary for end-to-end Internet functionality (e.g., routers, IP phones, analog gateways, etc.) can limit access to E-911.

    Originating a 911 call from a location other than the registered service address of the originator’s telephone number (U.S. only). For IP Trunking VoIP Services, Verizon is able to provide access to E-911 only at the end-user’s registered service location. If an end-user’s telephone number is used at a location other than at the end-user’s registered service location, E-911 will not work properly. The 911 call may not be routed to the correct PSAP and the ALI information will be incorrect. You must inform end-users that it is entirely their responsibility to keep phones at their registered address or follow the proper method for registering a new location if an end-user desires to use a VoIP Services-enabled phone at a new location.

    Non-Recognition of Phone Number. If an end-user (i) uses a non-native telephone number (i.e., a telephone number from a local exchange area different from where the caller is located), (ii) uses a non-Verizon telephone number (i.e. a telephone number not provided by Verizon or not ported to Verizon VoIP Services), or (iii) if all 10 digits of a Verizon VoIP Services telephone number are not sent, Emergency Services/E-911 will not work properly.

    Testing

    Emergency calling is tested where permitted by country specific regulation. This is a key task to be performed by the customer to avoid emergency call failure during the life of the service. It is the customer’s responsibility to ensure that those tests are fully performed.

    Other Restrictions

    1. Registration of Your Call-Back Information and Updates. The call-back number transmitted to the emergency responder will be the number provided by you to Verizon during VoIP Services provisioning. In Europe and APAC it will be the originating number allocated against a given location.

    Note: is your responsibility to verify all call-back numbers are accurate and up-to-date at all times.

    1. Backup. You are responsible for ensuring your PBX reroutes emergency calls to a back-up voice access circuit if a busy signal is received due to maximum concurrent calls being exceeded, or during a service outage.
    2. Service Limitation IP Trunking Service enables a Customer end user to access the Emergency Service Answering Point (ESAP) in the end user’s respective country using the appropriate numbers where IP Trunking Service includes local termination. Emergency calling is not available to Customer if it has Site-to-Site-Only Service and also is not available on outbound-only IP Trunking Service.
    3. No Emergency Calling in India. Customer will not use IP Trunking Service for emergency calling in India. Customer will notify its end users in India of the limitations in relation to emergency calling via VoIP Service (including those detailed above).
    4. Verizon Canada VoIP Service includes basic 9-1-1 capabilities which have certain limitations relative to the enhanced 9-1-1 capabilities that are available on most traditional telephone services. For more information on Verizon Canada basic 9-1-1 go to http://www.verizonenterprise.com/terms/ca/
  • VoIP PacketSmart Guide: EQUIPMENT INSTALLATION

  • Introduction

    This Installation Guide will walk you through the easy installation of your new PacketSmart equipment. The PacketSmart PI-150 device helps maintain high quality voice service. When necessary, it also helps our technical support teams troubleshoot - taking the burden off of you.

    This guide will help you:

    • Configure the PI-150 Device
    • Activate Your Device with Verizon and PacketSmart
    • Install Your PacketSmart PI-150 Device

    Take Inventory and Package Contents

    If you require additional equipment, please contact your Verizon sales representative. Depending on your order, the equipment package may include some of the following items:

    In the Box


    • PacketSmart PI-150

    • Power Cable

    Configure the PI-150 Device

    There are a few changes you will need to make locally on the device by logging into the device’s web page.

    1. Step 1 – Connect your PI-150 to a Computer
      • Connect an Ethernet cable from a computer or laptop to the port labeled “C” on the PI-150.
    2. Step 2 – Temporarily configure your computer’s network
      • Note your current computer network settings.
      • Configure your computer to have a static IP in the range 192.168.100.250 – 192.168.100.253 with a netmask of 255.255.255.0.
    3. Step 3 - From a web browser log into the PI-150
      • From a web browser enter the address http://192.168.100.254
      • Log in with username admin and password admin.
      • Select Configure
    4. Step 4 – Change the SP and RTP settings
      • Set the SIP Listen Port: 5060
      • Set the RTPPort Range: 10000 to 50000
      • Select SAVE
    5. Step 5 – Reboot
      • Select the Reboot button
      • Do not forget to return your computer back to its normal settings.

    Activate Your Device with Verizon and PacketSmart

    • Send an email to packetsmart-support@broadsoft.com.
      • In the email subject line – include “Activate PI-150”
      • In the body of the email, ask to activate your device and provide the following details:
        • Provide your model “PI-150”, MAC address (12 characters from the bottom of the device)
        • The domain name “VZIPT”
        • The region “USA” or “EMEA”
    • See Sample Email Below:

    Note: Do not forget to use your own device’s MAC address, the example one above, will not work.

    Install Your PacketSmart PI-150 Device

    The PacketSmart PI-150 device will need to be connected to the customer’s LAN via Ethernet. There are two methods for connecting the device: “in-line” or “port mirroring”.

    • In-line provides monitoring ability by inserting the PacketSmart in-line with the active Ethernet connection where all of the VoIP traffic is passing. The traffic will pass through the PacketSmart.
    • Port mirroring allows you to configure a switch to send a copy of all network packets seen on one port to another port, where the packet can be analyzed. In this method, the PacketSmart is seeing a copy of all the traffic.

    Each method provides the ability to monitor network traffic and although the in-line is the simplest to connect, detailed instructions for both methods are outlined below:

    Pre-Installation Instructions for PacketSmart PI-150 Device – “In-line” Monitoring

    • Since the device must be installed in-line on your network, your Internet connection will be unavailable while installing it.
    • Make sure the switch on the bottom of the PacketSmart is set to P2. (In-Line is also known as 2-Port method.)
    • Right port should be connected to the Local Area Network (LAN) or internal side of your network. A typical example is a switch.
    • Center port should be connected to the Wide Area Network (WAN) or Internet side of your network. Examples include your ISP router or firewall.
      • Front Display of PI-150

      • Back Display of PI-150


    Follow these steps to successfully connect your PI‐150 device for “In-line” monitoring.

    Step 1

    Right port (LAN Side) Using an Ethernet cable, connect the Right port to the Internet, WAN, or Uplink port on your network switch. If none of these ports exists, plug into any available port on your switch.

    Step 2

    Center port (WAN Side) Using an Ethernet cable, connect Center port to the Ethernet or LAN port on your Internet service provider’s cable modem or router.

    Step 3

    Connect Power Adapter Connect the power adapter to the 5VDC power port and connect to an electrical outlet.

    Step 4

    PacketSmart PI-150 is successfully installed If you have correctly installed the PacketSmart PI-150 device, you will notice the following green lights are ON for the Power, Host and Capture. (See LED Status Lights screenshot under the “Additional Resources” section below).

     

    Pre-Installation Instructions for PacketSmart PI-150 Device – “Port Mirroring”

    • If you do not have a network switch that supports port mirroring, you will not be able to use this method for your network.
    • Mirror all VoIP traffic on your switch to a SPAN port
    • Make sure the switch on the bottom of the PacketSmart is set to P3. (Port Mirroring is also known as 3-Port method.)
    • Center port should connect to the SPAN port.
    • Left port should connect to the switch port (any switch where an IP address is available via DHCP). The PacketSmart will use this connection to communicate its analysis to Verizon.
      • Front Display of PI-150

      • Back Display of PI-150


    Follow these steps to successfully connect your PI‐150 device for “Port Mirroring”.

    Step 1

    Configure port mirror Configure your switch to mirror all VoIP traffic to a SPAN port.

    Step 2

    Connect Center port Using an Ethernet cable, connect the Center port to the SPAN port on your network switch.

    Step 3

    Connect Left port Using an Ethernet cable, connect the Left port to a LAN port that will allow the PacketSmart device to get an IP address via DHCP, as well as allow the device to communicate with Verizon.

    Step 4

    Connect Power Adapter Connect the power adapter to the 5VDC power port and connect to an electrical outlet.

    Step 5

    PacketSmart PI-150 is successfully installed If you have correctly installed the PacketSmart PI-150 device, you will notice the following green lights are ON for the Power, Host and Capture. (See LED Status Lights screenshot under the “Additional Resources” section below).

     

    Additional Resources

    LED Status Lights

    Returning Equipment

    • PacketSmart PI-150 has a 1 year limited warranty
    • If the box fails to work within the 1 year warranty, customer should do the following:
    • BroadSoft will verify the device then work directly with you to replace the equipment.

    Contact Us

    For U.S. customers, VoIP customers should report issues to the Verizon Customer Service inbound call group at 1-877-777-7176.

    For EMEA customers, use the http://www.verizonenterprise.com/support/ link and select their relevant country contact information.

  • LAN/WAN Responsibilities

  • It is essential that your LAN (local area network) and WAN (wide area network) infrastructure supports the Verizon specifications as outlined below, which are required for acceptable voice and data performance. As part of our standard service, Verizon will be responsible for the maintenance and troubleshooting of all VoIP Services network components that terminate at the outside interface of your VoIP Services demarcation point at your site(s).

    Note: You have the option of purchasing additional maintenance and management packages from Verizon for premises equipment on your side of the VoIP Services demarcation point. Ask your Verizon Account Team for more details.

     

    Demarcation (DMARC) Point

    The telecommunications demarcation point in respect of Verizon’s responsibility for VoIP Services will vary based on the service you ordered and the equipment you have:

    • In the case of IP Trunking service, the demarcation point is the Ethernet interface card where your LAN is connected to the IP router.
    • In the case of IP Integrated Access with a PBX (not applicable in APAC), the demarcation point is the back end of the router (to enable Verizon to gain limited access to the gateway to provide limited assistance with repairs).
    • In the case of IP Integrated Access with a Key system (U.S. only), the demarcation point is the FXS port.

    When centralized SIP trunking is used (i.e. where calls between your various locations and the Verizon VoIP Services all connect through one or two of your locations, referred to as “hub” locations), demarcation for all of your locations is your hub locations.

    The demarcation point is dependent on ownership/management of the devices in question. For example, if you provided your own router (which is often the case for IP Trunking) then the demarc would be on the WAN side of your device.

     

    Firewalls

    Firewalls are recommended with all Verizon VoIP Services configurations to help protect your data network. You can purchase or lease firewall equipment from Verizon, or it can be procured from a 3rd party provider.

    Note: If you implement routers purchased from or installed by Verizon that include an integrated firewall, they will be shipped in a “turned off” mode unless you specifically requested “turned on” mode. If approved, Verizon will turn on the firewall mode and set up the basic Network Address Translation (NAT) function to protect your data network.

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

    CUSTOMER ACTION: If there is an existing firewall where the VoIP Services are being activated, you may need to modify your firewall settings to allow for IP addresses and ports used by IP Trunking and IP Integrated Access (as provided by Verizon via email in the U.S./Canada or the Tech Letter in EMEA/APAC). This includes the inbound and outbound SIP signaling packets as well as the RTP (i.e. voice) packets. Verizon uses the UDP ports 10000 – 5000 for voice packets.

    Note: Verizon retail VoIP customer devices (e.g., IP-PBX, enterprise gateway, firewall, SBC) should not be dependent on specific Verizon IP addresses for RTP (Real-time Transfer Protocol) end points.

     

    Power Requirements

    Since your VoIP Services are terminated at your LAN equipment over a wide area network (WAN), loss of electrical power may cause your VoIP Services to cease working if there are no accommodations made for back-up power. Verizon highly recommends you install an uninterruptible power supply (UPS) onsite.

    Verizon does not provide UPS units; however, if you choose to implement a UPS, the following are some guidelines for maintaining communications in case of a power outage:

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

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

     

    Physical Requirements for Verizon-provided VoIP CPE

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

    • Provide a safe working environment for Verizon employees.
    • Provide a location for equipment that is environmentally sound. This area must be dry and sufficiently cooled to allow the equipment to function properly.
    • Provide a place to put the physical equipment, using one of the two available options:
      • A shelf on a 19-inch telecom rack.
      • A suitable table that can support the equipment weight and have the minimum dimensions of 24” wide by 20” deep with 24” of clearance for the equipment to be stacked.
    • Physical mounting points and interfaces must be compatible with the Equipment.
    • Provide a minimum of two 6-socket power strips.
    • All cabling and wiring is in place to connect VoIP equipment to the telecommunications DMARC (demarcation point), i.e., where your Internet Dedicated Service or Private IP circuit is installed terminates.

     

    Quality of Service (QoS) for VoIP

    Verizon VoIP Services uses a standards-based quality-of-service scheme based on the IEEE 802.1 p/q standards to provide a high-quality of service. For more information on Verizon’s QoS capabilities, please visit the following Welcome Kits:

    • Private IP Welcome Kit. “Private IP Classes of Service” section), You will need ETM (enhanced traffic management) and Gold CAR (committed access rate) configured on all circuits carrying voice traffic to prioritize your voice traffic end to end throughout Verizon’s Private IP network.
    • Internet Dedicated Services Welcome Kit. - “Quality of Service” section.

    CUSTOMER ACTION: You must add proper DSCP markings (EF for RTP and AF31 for Signaling) to all VoIP packets before delivery to the Verizon network. If you are not sure whether you have the appropriate QoS settings on your LAN and WAN infrastructure, please consult with your Verizon Account Team. Verizon Professional Services offers a complementary Network Readiness Assessment that evaluates whether configurations are ready for Voice over IP and Unified Communications (UC).

  • SIP Interoperability

  • Although the Session Initiation Protocol (SIP) is a standard defined by Request for Comments (RFCs) authored by the Internet Engineering Task Force (IETF -https://www.ietf.org/), the RFCs do allow for variations in how the protocol can be used. Furthermore, the RFCs have been interpreted differently by the various vendors when developing their products. As such, products that use SIP from different vendors don’t always interoperate well with each other.

    This is a problem for network service providers such as Verizon who need to interface with thousands of customers using products from many different vendors. It is not feasible for Verizon to tailor its use of SIP for each customer. Thus, Verizon has established specifications for how SIP is to be used when interfacing with Verizon’s SIP services and documented them in the Retail VoIP Network Interface Specification.


    Fax

    G.711 Codec

    • An analog converter is required to connect to a fax machine.
    • When a fax machine is connected to a port of an analog converter, that port will be configured to support only G.711 codec, the only fax-supportable codec except for T.38, described below.
    • G3 faxes that support the G.711 Codec can send and receive faxes over VoIP Services.
    • When using G.711, fax machines must be configured with error correction turned off.

    T.38 Codec

    • Not all IP PBX’s support the T.38 Codec for fax transmissions. Consult your IP PBX vendor to ensure your equipment can send/receive fax via T.38.
    • If you plan to use T.38 for fax transmissions, ensure your Verizon VoIP Services Solutions Architect is aware so it can be incorporated into your design.
    • It is your responsibility to work with your VoIP CPE vendor to ensure your IP PBX is configured to initiate and receive T.38 fax requests and initiate a T.38 re-invite.
    • Your CPE will be responsible for initiating all T.38 requests.

    Note: If you are using the T.38 codec, you should be able to fall back to G711 if the term end does not support it.

    Note: ISDN Fax Group 4 and 64 kbps clear channel (Unrestricted Digital Information) call types are not supported.

     

    Video (only available with applicable CPE)

    H264 Codec
    You are responsible for making sure you have sufficient bandwidth to support your video requirements. Video variations in profile and level can significantly increase your bandwidth requirements.

    CUSTOMER ACTION: You are responsible for consulting with your CPE vendor and making profile and level decisions based on equipment capability and available bandwidth. If you need to add additional bandwidth to support your video requirements, please contact your Verizon Account Team to place an order.

  • Frequently Asked Questions

What is IP Trunking (IPT) and IP Integrated Access (IPIA)? +

Verizon’s IP Trunking and IP Integrated Access are VoIP Services designed for any size business that wants a cost-effective way to carry voice and data over the same IP network.

With IP Trunking, you can leverage Verizon's IP backbone to access the Public Switched Telephone Network and voice services, enabling more efficient use of your wide area network resources. Designed for customer locations equipped with an IP PBX (internet protocol; Private Branch Exchange), IP Trunking service is delivered via a standards-based SIP (Session Initiation Protocol) trunk directly to your IP PBX. This streamlined approach eliminates the need for expensive TDM (Time Division Multi-plexing) enterprise gateways or TDM cards, and the associated maintenance costs. IP Trunking offers single and multi-site configurations.

IP Integrated Access is designed for small- to medium-size business customers that simply need converged voice and data access. This service works with existing Key or PBX Systems, thereby reducing the need to heavily invest in extra equipment. With IP Integrated Access, there is no need for equipment changeover or disruption to services. Customers will not need to retrain employees on any of the calling features or functions, and implementation is transparent to the end-user.

What is an Order Verification Call (OVC)/Order Verification Email (OVE) and why is it needed? +

The first duty of the Order Manager assigned to your VoIP Services order is to verify the information submitted in the order request. This verification can be done by scheduling an Order Verification Call (OVC) or by sending an Order Verification Email (OVE) to the contact listed in the order request. Verification includes confirmation of the key provisioning and technical details needed for a successful activation of your new VoIP Services as well as proper support for Emergency Calling (e.g. E911 in the U.S.).

Are the IP Toll Free VoIP Inbound-Only Services from Verizon related to the VoIP Services referenced in this Welcome Kit? +

No. The IP Toll Free VoIP Inbound-Only Services from Verizon are not associated with the service referenced within this Welcome Kit (kit is only for IP Trunking and IP Integrated Access). If you have a need for inbound-only VoIP services from Verizon, please contact your Verizon Account Team for more details.

How do I determine what kind of phone system/PBX interface hand-off type (analog/digital/IP-SIP) I have? +

Here are some helpful hints:

  • Have your phone/PBX vendor confirm the phone system’s interface/hand-off type.
  • Provide your Order Manager a picture of the back of the PBX or Key System to help verify your phone system's physical interface (e.g. T1 port, Amphenol port, FXO ports). This is needed to identify whether your phone system has a Digital or Analog hand-off.
  • Digital PBX systems:
    • Will typically have one wire connected from your service provider or Integrated Access Device (IAD).
    • Confirm that this wire connects to a DS1/PRI card in your phone system. The card should be recognizable as most have a single RJ45 port on the front of the card and clearly marked with a DS1, T1, or similar description.
  • Analog Key-Systems and Analog PBX systems:
    • Will typically have multiple wires connected from your service provider or Integrated Access Device (IAD).
    • Will typically use 66 punch-down blocks connected to an Amphenol ("AMP") port or multiple RJ11 ports (may be marked "FXO") on your phone system.
Why do I need my phone/PBX vendor to participate in the VoIP Activation Call? +

If issues are discovered while making test calls, Verizon would only be able to address configuration issues on the Verizon VoIP Services platform. Unless you are able to make configuration changes on your PBX and any other VoIP CPE, we recommend that you have your PBX administrator and/or Third-Party Vendor (TPV) not only participate in the VoIP Activation Call but be prepared to make configuration changes to resolve any issues found.

Can I keep all my current numbers? Can they all be ported to Verizon VoIP Services? +

Customers can often keep all of their numbers. However, some conditions could prevent some of your numbers from porting such as changing to a different rate center or if you current numbers are with a carrier that does not support local number portability. Also, special lines such as alarm, modem, credit card, and elevator lines are not supported on Verizon VoIP Services and thus should not be ported. Your Order Manager or sales person will be able to tell you if all of your numbers can be ported.

Why would my current numbers with Verizon need to go through the porting process? Aren’t you all one company? +

Verizon VoIP Services fall under a different category of service than traditional phone service. As such Verizon is required to follow the Local Number Portability process.

What is the minimum bandwidth required for VoIP Services? +
  • In the U.S., the minimum access circuit bandwidth supported is 768 kbps for Internet Dedicated Services and 384 kbps for Private IP.
  • In Europe and Asia Pacific, the minimum access circuit bandwidth supported is 256 kbps for Internet Dedicated Services and 384 kbps for Private IP.
What is the Integrated Administrative Console (IAC)? +

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

Can I access Verizon Enterprise Center from a mobile device? +
  • With Verizon Enterprise Center Mobile, you can stay connected by giving you access to information you need to manage your critical business functions on-the-go. You can manage your Verizon account from a smartphone or a tablet using the mobile application for single sign-on access to Verizon Enterprise CenterMy Business Account, and Verizon portals for a unified mobile experience.
  • Smartphone users can download an app from Google Play or the App Store that supports access to Verizon Enterprise Center, My Business, and Verizon portals. Simply search for “My Verizon Enterprise;” download the app; and conveniently launch right into Quick Tasks or sign in to your business portal for more management options. An icon is added to your phone’s homescreen for easy access the next time you log in. Requirements are as follows:
  • App Store: iPhone models 4 or higher that have a 7.x iOS version in the U.S. on any carrier or Wi-Fi network
  • Google Play: Selected devices using an operating system of Android 4.1 or higher in the U.S. and using the Verizon or Wi-Fi network
  • You can also access Verizon Enterprise Center Mobile with a tablet by signing into a browser-based application at http://verizonenterprise.com. The functionality will be the same as the smartphone app, supporting key business functions that vary by the users’ portal and permissions.
  • Verizon Enterprise Center portal users can use quick tasks for repairs, billing, and some wireless functions or sign-in to get access to key business functions delivering near real-time information to you. Verizon portal users can access key business functions from the smartphone app or tablet browser-based app.
  • When using Verizon Enterprise Center Mobile, access to online functions via will vary based on your assigned user role and customer type. Mobile access will not provide the same options as the desktop version.
What is the difference between the two IAC User Guides (“IP Trunking & IP Integrated Access” versus “IP Integrated Access – Key Systems”)? +

A Key Telephone System behaves very differently than a PBX or IPPBX. As such, a User Guide was created specifically for Verizon VoIP Services customers that use the IP Integrated Access service with their Key Telephone System (U.S. only). If you do not use a Key Telephone System, then reference the “IP Trunking & IP Integrated Access” User Guide for information about the IAC.

Who do I contact for any issues with my VoIP Services? +

Please see section titled “Customer Support”.

Learn how to create a trouble ticket in the VoIP Trouble Ticket User Guide (log-in required).

Can I get help managing my VoIP Services? +

Verizon offers a Managed WAN Service which is a network management solution available to Customers seeking to control costs, outsource all or a part of their IT departments, or obtain effective, global 24x7 support of their network. With Verizon's Managed WAN Service, customers can leverage our technical expertise in design, planning, implementation, and network management. Three service levels are available with Managed WAN: Monitor and Notify, Physical Management and/or Full Management.

Where can I get help with making modifications or configuration changes to my VoIP Services? +

You can make changes to features in the Integrated Administrative Console (IAC), which are considered “self-service” changes. If you are a U.S. customer, you can also request that Verizon make a change to any of the “self-service” features on your behalf if you subscribe to VoIP Premium Services. The VoIP Premium Services team can be reached 9:00 AM – 6:00 PM ET by calling 877-777-7176. Additional charges apply.

Examples of Feature and Configuration Management Activities that can be done for you include:

  • VoIP Feature Management
    VoIP Feature Management consists of those feature configuration and profile changes that could be performed by you either via Verizon Enterprise Center or the Integrated Administrative Console (IAC).
    • Customer Authorization of Charges. Prior to Verizon’s performance of the requested VoIP Feature Management activity, you will be informed of the type of support activity, and the applicable charge(s) for such activity. You will be invoiced upon successful completion of the support activity.
  • Call Forwarding Plans
    Verizon can work with you to provision pre-defined call forwarding plans for all or just a subset of your VoIP telephone numbers (“TNs”) to facilitate service continuity in the event of a network event. Additional charges apply.
  • Class 5 Diverse Provisioning
    You can request that a portion of your DIDs be split and provisioned across diverse Class 5 Central Offices in the same rate center, provided that Verizon has more than one such Central Office available and serving the rate center. Upon receipt of your written request, Verizon will verify availability of diverse DID assignments, and provide notification of those which are eligible. Any provisioning assignments made are subject to change due to future Verizon network consolidations. Additional charges apply.
What if I need help in performing any of my customer responsibilities or “Customer Actions” noted within this Welcome Kit? +

Verizon VoIP Professional Services can help through a Statement of Work (SOW). Please engage your Verizon Account Team for more details on VoIP Professional Services.

What are the Professional Services available for VoIP Services? +

Verizon offers many Professional Services to assist you with your VoIP needs such as:

  • SIP Transformation Workshop
  • Network Readiness Assessment
  • Project Management for Migration to Verizon VoIP Services
  • VoIP CPE Configuration and/or Deployment

Talk to your Verizon Account Team to get more details on all the Professional Services we offer.

What are the eligible countries that Verizon VoIP Services can be offered? +

The countries in which VoIP Services can be ordered and provisioned are:

  • Australia
  • Belgium
  • Canada
  • France
  • Germany
  • Hong Kong
  • India (international outbound and on-net calls only)
  • Ireland
  • Italy
  • Luxembourg
  • Netherlands
  • Singapore
  • Spain
  • Switzerland
  • Sweden
  • United Kingdom
  • United States

Note: Availability varies by country. See your Verizon Account Team for details.

What if I need VoIP Services in a country not covered in the list above? +

If you have any VoIP Service needs in countries not listed in the VoIP Services coverage area, see your Verizon Account Team for more details.

How can I get visibility of the European emergency numbers and/or the European blocked destination per VoIP service country? +

For a comprehensive list of in-country European emergency numbers and/or the European blocked destination per VoIP service country, please click here.

When does the billing of my VoIP Services begin? +

If testing during the VoIP Activation Call is deemed successful by both you and the VoIP Activation Engineer, the activation of your new VoIP Services will be marked complete and billing will begin. You will receive an email confirming this for each location where the activation of your new VoIP Services was marked complete. Verizon will also send a VoIP Services fulfillment email that will signify all designated sites have been successfully activated.

Note: VoIP Billing Start Date - The billing of your VoIP Services will start as soon as the activation of your VoIP Services is marked complete even if you have telephone numbers that have not yet been ported to the new VoIP Services.

Your billing terms are outlined in your contract terms and the Verizon Services Agreement.

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

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

Who do I contact for billing? +
  • Online Inquiries for all Services: When viewing your invoice online in Verizon Enterprise Center at www.verizonenterprise.com click “Create an Invoice Inquiry” from the Invoice Summary screen and follow the instructions to create and monitor an online inquiry. You may also track or create a trouble ticket from the portal homepage under the “Quick Tasks” section (no login required).
  • Live Chat: you can chat online with Verizon Customer Care which can be accessed from the Support tab.
  • Call: Customer Care/Billing: 800-937-6000.