AT&T IP Flexible Reach Customer Portal: Department Administrator Support

Frequently Asked Questions

 

Questions About Getting Started

User Management Questions

Department Management Questions

Schedule Questions

Account Code Questions

Authorization Code Questions

Dial Restriction Questions

Reports Questions

General Questions

Basic Information About the Customer Portal


Here you'll find the answers to commonly asked questions about using the AT&T IP Flexible Reach Customer Portal.

 

Questions About Getting Started

 

 

What is AT&T IP Flexible Reach?

AT&T IP Flexible Reach is a trunking service that delivers an integrated access solution for the following environments:

  • Time division multiplexing private branch exchanges (PBXs)
  • Internet protocol private branch exchanges (IP PBXs)
  • Key analog systems

 

IP Flexible Reach can operate with the Session Initiation Protocol (SIP), supporting inbound and outbound calling across the AT&T IP network. It takes advantage of the AT&T Global Multiprotocol Label Switching (MPLS) network to provide local, nationwide, and international long distance reach for U.S. sites.

 

To make management of functions and features easy, AT&T provides Enhanced IP Flexible Reach customers with a portal (the AT&T IP Flexible Reach Customer Portal).

 

For more information, see Use the AT&T IP Flexible Reach Customer Portal.

 

Can I skip the Premier home page and go straight to the Customer Portal?

No. To reach the Customer Portal, you must first log in to Premier. Then use the links and features on the Premier home page to help manage your department.

 

(You can also go directly to the Customer Portal by clicking View AT&T IP Flexible Reach Customer Portal.)

 

In the MANAGE view, you'll find Quick Links that enable you to:

  • View or edit your AT&T IP Flexible Reach Customer Portal profile.
  • View users.
  • View Reports

For more information, see Use Premier.

 

Can I print this help documentation?

Yes. You can print a single help topic, or print the entire Department Administrator Guide.

 

For more information, see Print This Documentation.

 

User Management Questions

 

 

Why is the User Management page blank when there are users in the Customer Portal?

If there are more than 1,000 users in the enterprise you have to use the search function to narrow the list of users.

 

For more information, see Search for and View Users.

 

Can I give individual users access to Customer Portal tools?

Yes. As a Department Administrator, you can grant and revoke permissions that allow users to manage some of their own features.

 

For more information, see Manage User Access to the Customer Portal.

 

What elements of a user's identity can I manage through the Customer Portal?

The user's identity consists of the user's name, public phone number, private phone number, time zone, and email address. You can use the Customer Portal to edit the user's name and time zone.

 

To manage user profiles, open the Customer Portal. Click the USER MANAGEMENT tab, and then click the name of the user you want to manage.

 

For more information, see Edit User Profiles.

 

The user's ID appears in generic form in the Customer Portal. Can I change that?

Yes. The generic First Last name (for example, User, 7775201332) that appears on the Profile tab of the Customer Portal is generated by the system when the phone number is provisioned. As a Department Administrator, you can change the generic name by editing the user's profile.

 

A user may contact you requesting such a change. See Edit User Profiles for instructions on changing a user's name in the Customer Portal. Note that changing a user's name in the Customer Portal does not change how the user's name appears in Premier.

 

Users can edit their own names in Premier, but not on the Profile tab in the Customer Portal. Only administrators can edit the name on the Profile tab.

 

When users edit their names in Premier, the edited name appears in the Customer Portal's Welcome banner but not on the Profile tab.

 

For more information, see Edit User Profiles.

 

Do I have to manage call features one user at a time?

You can manage features using the Bulk Management tool within your particular department, up to 1,000 users at a time.

 

For more information, see: Manage Users in Bulk.

 

What if I want to manage bulk features for more than 1,000 users at a time?

You can manage features in bulk for users within your department, up to 1,000 users at a time. If your department has more than 1,000 users, you will need to upload separate spreadsheets for each grouping of 1,000 users thereafter.

 

For more information, see Manage User in Bulk.

 

Can I track staff performance through call logs?

Yes. As a Department Administrator for the Customer Portal, you can view logged calls for individual users in your groups. This information can help you track staff performance and plan shifts in resources. Users can also view details for their own call logs.

 

For more information, see View Call Logs.

 

Can I manage inbound call features for a user?

Yes. You can grant or deny a user access to inbound call features such as Call Rejection and Call Forwarding. You can also manage selective criteria within a call feature to set the behavior of the feature for that user.

 

For more information, see Manage Inbound Call Features.

 

Can I manage dial restrictions for a user?

Yes. Using dial restrictions, you can block or allow certain types of call, such as international or toll-free numbers. You can also use dial restrictions to require an authorization code for certain types of outgoing calls. You can manage dial restrictions at an individual user level and at the group level.

 

For more information, see Manage Outbound Call Features.

 

Can I manage a user's schedules?

Yes. As a Department Administrator for the Customer Portal, you can create, edit, and delete schedules for users.

 

For more information, see Manage User Schedules.

 

Can I manage a user's Calling Line ID?

Yes. As a Department Administrator for the Customer Portal, you can manage a user's Calling Line ID from a user's Profile tab.

 

For more information, see Manage User Profiles.

 

Department Management Questions

 

 

Can I download a list of users for my department?

Yes. From your Department page, you can download a list of the department's users.

 

For more information, see Download the Department Users List.

 

Can I manage dial restrictions for my whole department?

No. You can manage authorization codes, account codes, and dial restrictions at a user level, but not a department level. Using dial restrictions, you can block or allow certain types of call, such as international or toll-free numbers. You can also use dial restrictions to require an authorization code for certain types of outgoing calls.

 

For more information, see About Dial Restrictions.

 

Is it possible to change my department's name?

No. You can view your department's name from the Department page, but not edit it.

 

For more information, see Department Page.

 

Can I manage schedules for my entire department?

No. As a Department Administrator, you can manage schedules user level, but not at the department level.

 

For more information, see Manage User Schedules.

 

What is a FAC (feature access code) and how does it work?

A feature access code (FAC code) is the key sequence you press on a phone to perform a function. For example, if "Anonymous Call Rejection Activation" is set to *77, you press *77 on the phone to activate that feature. Feature access codes are also called star (*) codes and pound (#) codes.

 

Schedule Questions

 

 

Can I create schedules at any level?

No, there are no department-level schedules, but department users can use enterprise and group schedules.

 

Can I edit or delete any schedule?

You can edit or delete schedules for users in your department.

 

What is the difference between a Holiday schedule and a Time schedule?

A Holiday schedule is generally used only for holidays. A Time schedule is used for scheduling all other types of events.

 

Can I create, edit, and delete events within an existing schedule?

Yes. You can manage events within any user schedule in your department.

 

For more information, see: Manage User Schedules.

 

What happens if I create a schedule without an event?

You can create a schedule with no events. The schedule will appear in the user's Schedules list, but the user will receive no notifications until you add one or more events.

 

For more information, see Manage User Schedules.

 

Account Code Questions

 

 

What are account codes used for?

Account codes help you track the calls users make outside your department. As a Department Administrator for the AT&T IP Flexible Reach Customer Portal, you can use account codes to track certain calls associated with specific accounts.

 

For more information, see About Account Codes.

 

What is the difference between mandatory and optional account code status?

Users assigned to the Mandatory Account Code status must enter an account code when making all calls outside their group.

 

Users assigned to the Optional Account Code status can enter an optional account code when making a call outside their group, but it's not required.

 

For more information, see About Account Codes.

 

Are my department's users assigned an account code status by default?

No. You can assign your department's users to an account code status individually.

 

For more information, see Assign or Unassign Account Code Status to users.

 

Can I edit the account codes for my department?

No. You can't edit account codes. You can change the account code status for users in your department, but not edit the codes themselves.

 

For more information, see About Account Codes.

 

Can I download a list of account codes?

No. Account codes are defined at the group level and are not available to you.

 

For more information, see About Account Codes.

 

Can I download a list of account code users?

No. You must go to the user details page to see a user's account code status.

 

For more information, see About Account Codes.

 

Can I use account codes and authorization codes at the same time?

Yes, you can assign a user to both authorization and account codes. Note that authorization codes always take precedence over account codes. Authorization codes are permission-based; they authorize the user to place calls to certain types of phone numbers, such as international or toll-free numbers, that would otherwise not be allowed. Account codes are used to track the calls placed by the user in association with a particular account. If a call requires an authorization code, and the user is assigned to the mandatory account code service, the user must enter both an authorization code and an account code when placing a call. If the user is assigned to the optional account code service, just the authorization code is required.

 

For more information, see:

 

Authorization Code Questions

 

What are authorization codes used for?

Authorization codes are for outbound call management. If authorization codes have been provisioned for your group, the group users must enter their authorization code when making a call (except for emergency or repair calls) outside the group.

 

For more information, see About Authorization Codes.

 

Are my department's users assigned to authorization codes by default?

Yes. If authorization codes have been provisioned for your group, the group users must use the authorization codes.

 

For more information, see About Authorization Codes.

 

Can I edit the authorization codes for my department?

No. You can't edit authorization codes. You can change the authorization code status for users in your department, but not edit the codes themselves.

 

For more information, see Manage Authorization Code Status for Users.

 

Can I download a list of authorization codes?

Yes. You can download a list of authorization codes for your group from the Outbound Features tab of a user in your Department.

 

For more information, see Download a List of Authorization Codes

 

Can I use authorization codes and account codes at the same time?

Yes, you can assign a user to both authorization and account codes. Note that authorization codes always take precedence over account codes. Authorization codes are permission-based; they authorize the user to place calls to certain types of phone numbers, such as international or toll-free numbers, that would otherwise not be allowed. Account codes are used to track the calls placed by the user in association with a particular account. If a call requires an authorization code, and the user is assigned to the mandatory account code service, the user must enter both an authorization code and an account code when placing a call. If the user is assigned to the optional account code service, just the authorization code is required.

 

For more information, see:

 

Dial Restriction Questions

 

 

What are dial restrictions, and how do they work?

Dial restrictions are restrictions that you can put on your department's outgoing calls. You can also set custom dial restrictions for individuals.

 

Using dial restrictions, you can block or allow certain types of call, such as international or toll-free numbers. You can also use dial restrictions to require an authorization code for certain types of outgoing calls.

 

For more information, see About Dial Restrictions.

 

Can I set and edit dial restrictions for my group?

No. You can't edit dial restriction at the department level. You can change the dial restrictions for users in your department, but not for your entire department.

 

For more information, see About Dial Restrictions.

 

Are users assigned to group dial restrictions by default?

No. As a Department Administrator, you can assign users to group dial restrictions.

 

For more information, see Manage Custom User Dial Restrictions.

 

Can I set dial restrictions for individual users?

Yes. You can view and edit individual user dial restrictions from the Outbound Features tab of a user in your department.

 

For more information, see:

 

Reports Questions

 

 

What kind of reports can I generate?

You can generate two types of reports: Inventory reports and Service Usage reports. You can generate various types of reports under each category.

  • Inventory reports give you details about user and department settings.
  • Service Usage reports give you details about usage of features such as account codes and call transfer/forward.

 

For more information, see About Reports.

 

I generated a report, but I don't see it anywhere. Why not?

Once you've generated any reports, the completed report is shown on the  Department Reports tab on the Reports page in the Customer Portal. If your report isn't shown there, check this tab again later.

 

For more information, see About Reports.

 

Can I download the reports I generate?

Yes. Once you've generated a reports, the completed report is shown on the  Department Reports tab on the Reports page, click the Download icon The Download icon. next to the report you want to download.

 

For more information, see Download or Delete a Report.

 

Can I delete a report when I'm done with it?

Once you've generated a reports, the completed report is shown on the  Department Reports tab on the Reports page in the Customer Portal. When you're done with a report, you can delete it by clicking the Delete icon The Delete icon. next to the report you want to remove.

 

For more information, see Download or Delete a Report.

 

General Questions

 

 

What is a CSV file?

A comma-separated values (CSV) file is a type of spreadsheet. When you download a list or template from the Customer Portal, it is downloaded as a .csv file. You can edit a CSV file in Excel® or another spreadsheet editor.

 

I have a problem, and the solution isn't covered in the Customer Portal help documentation. Where can I go for support?

In addition to reading and printing help topics, you can get help and support from a Customer Portal contact. In the Customer Portal, click View enterprise contacts to get information about how to request help via email or phone.

 

You can also search for another Department Administrator, Group Administrator, or an Enterprise Administrator to contact.

 

We also provide fee-based training about using the Customer Portal. For details, contact your AT&T sales representative.

 

For more information, see:

 

Basic Information About the Customer Portal

 

The following help topics provide you with basic information about using the Customer Portal.

 

Log In

What a Department Administrator Can Do

About Premier

Use Premier

Use the Customer Portal

Search and Listing Overview

Glossary

Help Resources

Print This Documentation

Department Administrator Guide