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

Frequently Asked Questions

 

Questions About Getting Started

User Management Questions

Group Management Questions

Department Management Questions

Group Trunk Group Questions

Trunk Call Routing Questions

Administrator Management Questions

Enterprise Contact 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 (TDM 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.

 

AT&T has provided a set of features to be used with AT&T IP Flexible Reach called the Enhanced Features package. The AT&T IP Flexible Reach Customer Portal is included with the Enhanced Features package, and allows administrators and end users to self manage their IP Flexible Reach Enhanced Features from any internet connection.

 

For more information, see Use the 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. To manage your enterprise, you can then use the links and features on the Premier home page.

 

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

 

In the MANAGE view of the Premier home page, you'll find Quick Links that enable you to:

  • View trunk call routing schemes.
  • Add a trunk call routing scheme.
  • View groups.
  • View group trunk groups.
  • View public numbers.

 

For more information, see Use Premier.

 

Can I print this help documentation?

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

 

For more information, see Print This Documentation.

 

Where can I find out about the new features in this version of the Customer Portal?

What's New in the Customer Portal outlines the latest features of the Customer Portal.

 

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 an Enterprise 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. Using the Customer Portal, you can 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.

 

When I create a new user account, 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 an Enterprise Administrator, you can change the generic name by editing the user's profile.

 

A user may contact you requesting such a change. For instructions on changing a user's name in the Customer Portal, see Edit User Profiles. Note that changing a user's name in the Customer Portal doesn't change how the user's name appears in Premier.

 

Users can edit their own names in Premier, but not on the Profile tab of 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?

No. As an Enterprise Administrator for the Customer Portal, you can manage the call features available to a group's users together, in bulk, up to 1,000 users at a time. If you have only a few users to manage, edit the users' features individually. The Bulk Management tool works best when you're managing more than a handful of users at one time.

 

For more information, see Manage Users in Bulk.

 

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

You can manage features in bulk for users within a particular group, up to 1,000 users at a time. If your group has more than 1,000 users, first download the Group Users list. Next, edit features for the first 1,000 users, and then edit features for the next set of users, up to 1,000 users at a time, and so on.

 

For more information, see Manage Users in Bulk.

 

Can I track staff performance through call logs?

Yes. As an Enterprise 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 reassign users from one trunk call routing scheme to another?

Yes. From the Customer Portal, you can easily reassign users to and from a trunk call routing scheme.

 

For more information, see Reassign Users to and from a Trunk Call Routing Scheme.

 

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 calling codes and dial restrictions for a user?

Yes. Using dial restrictions, you can block or allow certain types of calls, 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 a group level.

 

For more information, see Manage Outbound Call Features.

 

Can I manage a user's schedules?

Yes. As an Enterprise Administrator, you can create, edit, and delete schedules for users, as well as for groups and for your entire enterprise.

 

For more information, see Manage User Schedules.

 

Can I manage a user's Calling Line ID?

Yes. As an Enterprise 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.

 

Group Management Questions

 

 

What tools are available for managing groups in the Customer Portal?

From the Customer Portal, you can search for the group you want to manage, and then you can change the group name.

 

For more information, see Edit a Group Name.

 

Can I download a complete list of group names and IDs for my enterprise?

Yes. From the Customer Portal home page, you can download the group ID and name list as a comma-separated values (CSV) file, and then open it as a spreadsheet.

 

For more information, see:

 

Can I download a list of users for a particular group?

Yes. From a Group Details page, you can download a list of the group's users.

 

For more information, see:

 

Can I manage calling codes and dial restrictions for a whole group?

Yes. You can manage authorization codes, account codes, and dial restrictions at a group 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 Group Settings.

 

Can I manage users in bulk for more than one group at a time?

No. You can manage features in bulk for users in one group, up to 1,000 users at once.

 

For more information, see Manage Users in Bulk.

 

Is it possible to change a group name?

Yes. You can edit a group's name from the Group Details page.

 

For more information, see:

 

 

Can I manage schedules for an entire group?

Yes. As an Enterprise Administrator, you can manage schedules at the Enterprise, Group, and User levels.

 

For more information, see Manage Group Schedules.

 

What is a FAC code (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 the Anonymous Call Rejection Activation feature 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.

 

As an Enterprise Administrator, you can use the Customer Portal to manage FAC codes for your groups. When you change a FAC code for a group, you change the code for every user in that group.

 

For more information, see Group Feature Access Codes (FACs).

 

Can I edit feature access codes (FAC codes) for a group?

Yes. You can edit feature access code numbers and descriptions for a group. For more information, see Group Feature Access Codes (FACs).

 

Department Management Questions

 

 

What is the difference between an Enterprise Department and a Group Department?

A department is a subdivision of a group or enterprise to which users can be assigned. An Enterprise Department can include any user in the enterprise. A Group Department can include users from a single group.

 

For more information, see About Departments.

 

Group Trunk Group Questions

 

 

What tools are available for managing group trunk groups in the Customer Portal?

From the Customer Portal, you can search for a group trunk group, view a complete list of group trunk groups, edit group trunk group profiles, and manage associated trunk call routing schemes.

 

For more information, see Manage Group Trunk Groups.

 

Is it possible to edit a group trunk group's name?

No. The group trunk group name is set by the system and can't be edited.

 

What aspects of a group trunk group can I edit?

You can edit the following aspects of a group trunk group:

  • Number if incoming concurrent calls
  • Number of outgoing concurrent calls
  • Destination for unreachable calls
  • The Forward Always action

 

For more information, see View and Edit a Group Trunk Group Profile.

 

Can I edit the trunk call routing associated with this group trunk group?

Yes. You can edit some aspects of a group trunk group's associated trunk call routing.

 

For more information, see View and Edit Associated Trunk Call Routing.

 

What is Trunk Burst and how does it work?

Bursting and sharing is functionality that allows for calls that go beyond the maximum number allowed on the trunk to borrow call capacity from another group trunk group within your enterprise.

 

The maximum group trunk group burst can't exceed 20% of a group trunk group's maximum concurrent call limit.Bursting and sharing is initially set to false and is managed by AT&T. If your Enterprise wants to utilize or make changes to this functionality, contact your AT&T account representative.

 

The Trunk Burst setting on a group trunk group indicates whether your Enterprise is using this functionality or not. The setting is either true or false.

 

For more information, see About Trunk Burst.

 

Trunk Call Routing Questions

 

 

What tools does the Customer Portal give me to manage trunk call routing schemes?

The Customer Portal's Trunk Call Routing page is the main management tool for managing trunk call routing schemes. From there you can:

  • See all trunk call routing schemes.
  • Search for a specific scheme.
  • View trunk call routing details.
  • See the group trunk groups assigned to a trunk call routing scheme.
  • Open tools for creating, editing, and deleting trunk call routing schemes.
 

 

Note: The ability to edit a trunk call routing scheme is permission-based. You may or may not have permission to edit trunk call routing schemes within your enterprise, based on how your enterprise was set up. You've been granted one of the following permission levels:

  • View Only—You can view but not edit trunk call routing schemes.
  • View and Edit—You can view and edit trunk call routing schemes.
  • Hidden—You can't view trunk call routing.

 

If you want to make changes to trunk call routing but you don't have the proper permission, contact your AT&T account representative.

 

For more information, see Edit a Trunk Call Routing Scheme.

 

How do I add and remove users to and from a trunk call routing scheme?

From the Customer Portal, you can reassign users to and from a trunk call routing scheme.

 

For more information, see Reassign Users to and from a Trunk Call Routing Scheme.

 

Can I assign and unassign group trunk groups to a trunk call routing scheme?

Yes. You can assign and unassign group trunk groups from an individual Trunk Call Routing page.

 

For more information, see Assign and Unassign Group Trunk Groups to a Trunk Call Routing Scheme.

 

Administrator Management Questions

 

 

Can I create new administrators?

Yes. As an Enterprise Administrator for the Customer Portal, you can create other Enterprise Administrators who will be at your level in the IP Flexible Reach hierarchy. The Enterprise Administrators you create can then manage their own profiles and permissions. You can also create and manage Group Administrators.

 

For more information, see Create an Administrator.

 

Can I edit an administrator's permissions?

Yes. You can grant an administrator the same level of permissions that you have. You can promote a user to a Group Administrator or Enterprise Administrator, and you can promote a Group Administrator to an Enterprise Administrator.

 

For more information, see Manage an Administrator.

 

Can I delete an administrator?

Yes, if you have the appropriate permission. You can delete an administrator, but that doesn't remove that person as a user from your enterprise.

 

For more information, see:

 

Enterprise Contact Questions

 

 

 

Can I create enterprise contacts?

Yes. As an Enterprise Administrator for the Customer Portal, you can designate as many as three people as support contacts for users. You can add, delete, and edit enterprise contact information.

 

For more information, see Manage Enterprise Contacts.

 

Can I edit the support email for my enterprise?

Yes. You can update the enterprise email whenever you need to. For more information, see Edit the Support Email.

 

Schedule Questions

 

 

Can I create schedules at any level?

Yes. You can create schedules at the Enterprise, Group, and User levels. For more information, see Create a Schedule.

 

Can I edit or delete any schedule?

Yes, you can edit or delete any schedule in your enterprise.

 

For more information, see:

 

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.

 

For more information, see About Schedules.

 

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

Yes. You can manage events in any schedule in your enterprise.

 

For more information, see:

 

What happens if I create a schedule without an event?

You can create a schedule with no events and assign users to it. 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 About Schedules.

 

Account Code Questions

 

 

What are account codes used for?

Account codes are used to track specific calls associated with certain accounts. As an Enterprise Administrator, you can create and edit account codes.

 

For more information, see About Account Codes.

 

What's 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.

 

Can I apply account codes to my entire enterprise?

No. Account codes are applied at the group level. You can create account codes for every group in your enterprise, one group at a time. You can also use the bulk management tool to apply account codes to up to 1,000 users at a time.

 

For more information, see:

 

Are a group's users assigned an account code status by default?

No. You can assign users to a group's account codes in bulk or individually.

 

For more information, see Assign or Unassign Users to Account Codes.

 

Can I edit the account codes for a group?

Yes. You can edit account code length, and you can add, edit, and delete account codes for a particular group.

 

Caution: Changing a group's account code length setting causes all current account codes to be deleted.

 

For more information, see:

 

Can I download a list of account codes?

Yes. You can download a list of a group's account codes from the Settings tab of an Group Details page in the Customer Portal.

 

For more information, see:

 

Can I download a list of account code users?

Yes. You can download a list of group users assigned to mandatory account codes or optional account codes from the Settings tab of a Group Details page in the Customer Portal.

 

For more information, see:

 

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

You can associate both account codes and authorization codes with a group. However, individual users within a group can be assigned to either account codes or authorization codes, but not both.

 

For more information, see:

 

Authorization Code Questions

 

 

What are authorization codes used for?

Authorization codes are used for outbound call management. If authorization codes have been provisioned for a 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 a group's users assigned to authorization codes by default?

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

 

For more information, see About Authorization Codes.

 

Can I manage authorization codes for my entire enterprise?

No. Authorization codes are applied at the group level. You can create authorization codes for every group in your enterprise, one at a time. You can also use the bulk management tool to apply authorization codes to up to 1,000 users at a time.

 

For more information, see:

 

Can I edit the authorization codes for a group?

Yes. You can create, edit, and delete authorization codes for any group.

 

For more information, see Add, Edit, or Delete Authorization Codes.

 

Can I download a list of authorization codes?

Yes. You can download a list of authorization codes from the Settings tab of an Group Details page.

 

For more information, see:

 

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

You can associate both account codes and authorization codes with a group. However, individual users within a group can be assigned to either account codes or authorization codes, but not both.

 

For more information, see:

 

Dial Restriction Questions

 

 

What are dial restrictions, and how do they work?

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

 

Using dial restrictions, you can block or allow certain types of calls, 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 dial restrictions for my entire enterprise?

No. Dial restrictions are applied at the group level. You can create dial restrictions for every group in your enterprise, one at a time. You can also use the bulk management tool to apply dial restrictions to up to 1,000 users at a time.

 

For more information, see:

 

 

Can I set and edit dial restrictions for a group?

Yes. You can view and edit group dial restrictions from the Settings tab on a Group Details page in the Customer Portal.

 

For more information, see:

 

Are users assigned to group dial restrictions by default?

No. As an Enterprise Administrator, you can assign users to group dial restrictions.

 

For more information, see Assign Users to Group 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 Details page in the Customer Portal.

 

For more information, see:

 

Can I download a list of users assigned to dial restrictions?

Yes. You can download a list of users assigned to a particular group's dial restrictions. This can be helpful when you're editing dial restrictions for multiple users at once.

 

For more information, see Download a List of Users Assigned to Group Dial Restrictions.

 

Reports Questions

 

 

 

What kind of reports can I generate?

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

  • Inventory reports provide details about user, group, and group trunk group settings.
  • Service Usage reports provide details about feature usage, such as for account codes and call transfers/forwards.

 

For more information, see About Reports.

 

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

Once you've generated a reports, the completed report is shown on the Enterprise 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 Enterprise Reports tab on the Reports page, click the Download icon The Report 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?

Yes. Once you've generated a reports, the completed report is shown on the Enterprise 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?

If you have a question that's not answered by reading and printing help topics, you can get additional support from an enterprise 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 Enterprise Administrator, or view enterprise contacts.

 

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 an Enterprise Administrator Can Do

About Premier

Use Premier

Use the Customer Portal

Search and Listing Overview

What's New in the Customer Portal

Glossary

Support Resources

Print This Documentation

Enterprise Administrator Guide