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AT&T IP Flex Reach

Customer Expectation Document

2

Getting started with Transport details for your IP Flexible Reach order

Site Customer Requirements If you are ordering new transport If you have existing transport

Designate a local contact who must be

knowledgeable and on-site

Hire vendors to prepare your site, unless AT&T is

providing entrance facilities.

Receive / review emails from AT&T and check

status via Order Status Manager.

Complete inside wiring.

Work to schedule building access and disclose any

noise or time restrictions, building access parking,

loading zones, work area concerns, as needed, etc.

Be a liaison and advocate when working with

building owner or manager.

Show AT&T and /or local access supplier where

the circuit demarcation (demarc*) is located.

Ensure the router is extended from the demarc as

appropriate and router extended to the CPE.

Engage your phone vendor for software and

configuration changes, as needed

*The demarc is a location inside the building where AT&T service terminates from the street

AT&T will negotiate a project schedule with you to enable service completion as close to your desired date as possible.

You should expect an installer to be at your site to install the transport. In some areas, It is possible that the installer may install and pretest the router and the transport circuit on the same visitYou will receive emails with the dates for these site visits and a link to check status via Order Status Manager ( or you may check via AT&T Business Direct).

In certain cases, special construction may be required due to lack of facilities. In these cases, AT&T will contact you with additional information and instructions.

Please complete the site preparation checklist as soon as possible. Additional details are included on the next page and on the AT&T Dedicated Internet and AT&T Virtual Private Network Customer Resource Centers.

AT&T will negotiate a project schedule with you to enable service completion as close to your desired date as possible.

You will receive emails with the dates for installation of IP Flex service with a link to check status via Order Status Manager ( or you may check via AT&T Business Center).

Prepare to negotiate out of service time with the test and turn-up AT&T Representative as appropriate. This will occur when the while the router is swapped out.

Please complete appropriate router installation as soon as possible.

If your company has multiple sites, each site installation will be managed separately, however installation steps may be concurrent

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Site Preparation for new AT&T Dedicated Internet (ADI) or AT&T Virtual Private

Network (AVPN) transport orders with IP Flexible Reach*

AT&T will perform** Customer will perform the following…

Meet with the AT&T engineer

• An AT&T engineer will explain to your site contact all customer responsibilities shown on this page.

• The engineer will reach out to the site contact within 48 hours of your order to schedule a visit.

• If you are eligible for the entrance facility offer, AT&T will complete items 2-5 on this list. This will occur after you sign the systems permissions form.

• If the entrance facility offer is not available in your area, you will be responsible for completing the work or hiring someone to complete the work.

Outside conduit specifications(Property Line to your building)

• Minimum 2” – 4” conduit with pull rope• Minimum 3’ sweeping radius

Pull box* required when:• There are 3 or more right angles• The path is longer than 300’ • *Dimensions for pull box – 12” x 12” x 18”

Wall mounted backboard • 4’ x 4’ x 3/4”• Fire retardant plywood• Mounted to studs • Space available Backboard to include Router

Electrical specifications• AC power outlet on a dedicated fused

breaker rated min. 15 amps OR• Nominal voltage, 48VDC, +24/-24VDC, 110V• Either power option needs to be located

within 6 ft. of the AT&T equipment• Multiple outlets required for all equipment• Relay racks, cabinets, routers and your CPE

must be grounded

Inside conduit specifications(Demarcation point to router if not in same room)

• Needs to be completed prior to installation• You may hire an electrical vendor for inside wiring • A conduit or cable tray is required, and a clear

path for access• Minimum 2” conduit

Additional inside wiring • Inside wiring, unless otherwise noted, is your

responsibility; you can do it yourself or hire a vendor

• Inside wiring includes:• From the router to your PBX (and fax or modems

as needed)• Note: Incomplete inside wiring is the number one

reason for service delays

Telephone land line (not mobile)Telephone land line is required for successful activation and ongoing maintenance • If you do not have a land line, talk to your sales

person about ordering one• Please do not disconnect or power down any

AT&T provided equipment without notifying AT&T

**You are responsible for items 2-5 if you did not qualify for EnF offer

*Additional site requirements may be required if the transport is Ethernet

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Transport Wall mount example

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What you need to know about your telephone numbers for AT&T IP Flexible Reach order

Please allow several weeks of lead time to port telephone numbers. If you are porting numbers from another carrier we need an accurate list of numbers as soon as possible. No changes can be made once the order is placed.

If you identify numbers that should not be ported, please notify your sales consultant as soon as possible. We cannot currently port mobility numbers

To avoid delays, please verify that you do not have any pending orders on any of your lines with your previous access line provider and that the customer service record with your access line provider accurately reflects the lines on the account

Porting and reserving telephone numbers for Non-U.S locations will vary by country. Please refer to your account team for assistance

Important Directory Listing: If your numbers that are being moved have a Directory Listing(s), please provide the listings exactly as they currently exist in the Directory

This can be supplied in Microsoft Word, Excel, or PDF Format. Any changes to your current Directory Listing cannot be made until after your IP Flexible Reach service has been installed

Failure to provide the Directory ListingInformation may result in your Listing being removed from Directory Assistance (i.e. 411) and the Directory Listing Book

When porting numbers, please provide a complete and final

list of numbers. Including designation of Fax, modem and alarm

telephone numbers

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Enhanced Features Media Flow Around (MFA) Inbound Alternate Routing

If you ordered the Enhanced Features Package, your Enterprise Administrator must register for the Enhanced Features customer portal using the two emails that were sent to you from AT&T Premier when the Enhanced Features service was installed

Ensure that your Enterprise Administrator is available during test and turn up to test their access to the customer portal. The Enterprise Administrator is responsible for configuring the Enhanced Features across the Enterprise

Enhanced Features are not available in International locations

If you ordered Media Flow Around (MFA), this feature offers the following benefits: • Reduces bandwidth utilization and Session

Border Controller (SBC) resources at the Hub

• If your hub is lost or experiences congestion, active branch calls remain connected

• Provides optimal delivery of media, reducing chances of degradation due to latency

• Supports on-net calls to any BVoIP endpoint even in the absence of a common codec at both ends of the call (Example: Transcode from G.711 to G.729)

For more information on MFA, please contact your account team

Media Flow Around is not available in International locations

As an alternative to Enhanced Features, the Inbound Alternate Routing (IAR) feature enables you to design redundancy options into your AT&T IP Flexible Reach Service calling applications by enabling you to redirect calls to an alternate site under certain “trigger” conditions

Prior to activation of the IAR feature, the Secondary Site (where the calls will be routed) must be installed, tested and turned up

Ensure the secondary phone system is pre-programmed with the primary phone system’s telephone numbers prior to Test and Turn Up

Inbound Alternate Routing is available in both U.S. and International locations

If you need optional features on your IP Flexible Reach service…

Any changes to your order could change the scheduled Service Activation date.

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Getting ready for your IP Flexible Reach installation

Preparing for your service Routers and equipment Order Status Manager

If you ordered IP Flexible Reach with AVPN, a technical Interview will be held. Please invite all technical vendors and local on-site contacts to the technical interview call to make sure we get accurate details for your order

If you ordered IP Flexible Reach with AT&T Dedicated Internet (ADI) a technical questionnaire will be sent via email. Delays in completing the information within 48 hours will result in delays in service activation

AT&T suggests your voice equipment (PBX) and inside wiring be installed 15-days prior to the scheduled due date; if not complete, your service activation may be delayed

Any AT&T equipment received must be available for the AT&T installer

IP Voice services will be activated after your AT&T Virtual Private Network (AVPN) or AT&T Dedicated Internet (ADI) service is installed; AT&T will coordinate the dates with you

If you are providing self managed routers, information about configuring your router(s) is available on the link for the AT&T Implementation Planner

Username: att

Password: attvoip

If AT&T is providing and managing the Customer Edge router, AT&T will have full responsibility for configuring and maintaining.

If you ordered Business in a Box® you can find your configuration guides at the IP Flexible Reach Customer Resource Center under ‘Business in a Box NextGen®: Configure your device’.

If you are using an AT&T VPN managed router with a cascaded SBC, you are responsible for procuring and managing the cascaded device, Cisco CUBE Session Border Controller

Please be prepared to provide a copy of your router configuration to AT&T prior to Pre-Test and Turn Up.

• Note: You may also locate router installation guides on the manufacturer’s website

You can check the status of your order 24/7 by using the Order

Status Manager (OSM) encrypted link provided within your email

notifications.

You will receive emails from AT&T with critical information about your order and installation. To ensure your order proceeds smoothly, please read, retain and respond as needed

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AT&T IP Flexible Reach Emergency Services

United States (911/E911) International sites E911 Labels

U.S. – 911/E911 services:

The customer is solely responsible for providing AT&T with the Registered Location of each User for purpose of facilitating E911 functionality

The customer must acknowledge their understanding of the circumstances under which E911 service may not be available with IP Flexible Reach originated calls, and agrees to advise each user of the limitations and conditions. Such circumstances include, but are not limited to, relocation of the end user’s CPE, use of a non-native or virtual telephone number, failure in the broadband connection, loss of electrical power, and delays that may occur in updating the customer’s location in the automatic location information database

International – Emergency Calling:

AT&T currently provides emergency calling capability for IP Flexible Reach Global Local Service in Belgium, France, Germany, Netherlands, Spain, UK and Canada

In all other Non-U.S. countries where IP Flexible Reach Long Distance service is available the customer is responsible to ensure that all emergency calls are routed over appropriate facilities to ensure completion provided by that local service provider, or other provider

If needed, you can print E911 Labels directly from the IP Flexible Reach Customer

Resource Centerunder ‘Managing your service’

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After Installation, how to contact AT&T if you have a service issue

To Report a Problem Express Ticketing Business Center®

Before reporting a problem, you may want to review the AT&T Troubleshooting guide . This will assist you in verifying and determining if you need to open a ticket.

Resolution of problems with your CPE, LAN, or PBX are out of scope for the BVoIP support teams.

If you are having a voice issue, please check your phone equipment and programmed features and create a call log to assist AT&T in determining the root cause of the issue

To contact AT&T Repair, go to the Maintenance section at the IP Flexible Reach Customer Resource Center. This site provides links to report a service issue via Express Ticketing or Business Center. These are the quickest ways to submit a ticket and provide online features. You may also call repair at 1-877-288-8362

The AT&T Express Ticketing portal allows you to quickly and easily submit trouble tickets for select voice, data, and managed services from your mobile phone, tablet, or PC.

From the home page, you can create a new ticket or request the status of an existing ticket.

To create a new ticket, you will need to provide:

• an asset ID• the state in which the asset is located • trouble description• detailed information about the problem• contact information• local access hours

AT&T Business Center® provides you with a secure, convenient, reliable way to access your AT&T account and manage your services online — virtually anytime, anywhere. It's easy and FREE!

From basic ordering and billing tools for smaller businesses to comprehensive troubleshooting and network management tools for larger businesses, this tool puts you in control

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AT&T IP Flexible Reach Service – Billing expectations for U.S. locations

IP Flexible Reach Bill

Start

When/Why Multiple

Bills?Pro-rated Charges

Recurring & Other

Charges

Your billing will start one calendar day after the actual site activation of your IP Flexible Reach service or one calendar day after the scheduled due date

It’s important to understand that billing will begin even if all desired telephone numbers to be used for the service are not yet available (not ported)

In some cases when you move out your scheduled due date, if service is ready - billing will still start based on your original scheduled due date

You may receive two bills with different start dates: one for your transport service (i.e. ADI, AVPN, etc.) and another for your IP Flexible Reach service as these can be activated and billed independently

Customers who purchase the AT&T Business Network Bundle (ABN) will receive a single bill that includes charges for both the transport service and IP Flexible Reach. However, if your transport service is ready before your IP Flexible Reach service is available, the transport will begin billing. You will only receive a Summary Bill and need to review

billing details in AT&T Business Center®

When you receive your first bill, charges may appear higher than what you were expecting. This is likely a result of partial charges, also called pro-rated charges, being included

Charges are pro-rated as a result of ordering new service, or making a change to existing service during your billing period. They cover the time between the order completion date and one day before the billing start date shown on your bill

For example, if your service activation date was May 5th, 2015 and the date on your first bill is May 19th, the pro-rated charges period will show on your bill as 05-06-2015 thru 05-18-2015

Recurring charges are billed one month in advance, which means they are billed at the start of your monthly billing period

For example, if the date on your bill is May 19th, 2015, the recurring charges period will show on your statement as May 19, 2015 through June 18, 2015

Your bill may also reflect one-time charges. These types of charges are usually associated with installation of service or for calls made outside of your calling plan coverage

Recurring, pro-rated and one-time charges may appear together on your monthly bill

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AT&T IP Flexible Reach Service - Billing expectations

Single Bill OptionsBilling for

International SitesMiscellaneous Charges Billing Resources

Consider the benefits of AT&T’s convergent billing option

Receive a single invoice, at no charge, for multiple AT&T products and services, including IP Flexible Reach

Write just one check to AT&T for services included on the convergent bill

View and analyze the convergent bill online using AT&T BusinessDirect® eBill

Services must be eligible for convergent billing; accounts must be in good standing and meet other requirements. Contact your account team for more assistance

International billing differs by Region and in some instances by Country (for example currency standards).

Invoicing and Payment options are dependent on customer and country needs/requirements. Please contact your account team as needed for additional information

Sales, excise and gross receipts taxes may apply to IP Flexible Reach service. Other applicable taxes, fees, surcharges, as well as shipping and handling fees, may also apply and will appear on your bill

Termination fees and late payment fees may be applied to your bill in certain circumstances. Please consult your contract for details

Disconnection of a service component(s) may be permissible; however, your account may be subject to early termination fees and/or change in pricing. Please consult your contract for details

AT&T Business Center® provides you with the ability, at your convenience, to view and print your bills quickly and easily, and pay bills automatically

Access our online billing videos to help you better understand your bill:

IP Flexible Reach service

http://go-att.us/IPFlexBill

AT&T Business Network service

http://go-att.us/ABNBill

Taxes, Fees and Surcharges

http://go-att.us/TxsFeesSrchrgs

If you are tax exempt, tax exemption documentation must be provided for each state that you have service in. Every customer billing account number must be input into the Customer Tax Exemption Web Tool to check eligibility & apply for tax exemption.

For questions, please email taxexemp@att.com

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