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

Frequently Asked Questions

 

Questions About Getting Started

User Management Questions

Group Management Questions

Department Management Questions

Group Trunk Group 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 group.

 

(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 group trunk groups.
  • View users.
  • View feature access codes.
  • Select features.

For more information, see Use Premier.

 

Can I print this help documentation?

Yes. You can print a single help topic, or print the entire Group 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 a Group 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 Group 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 group, 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 group, up to 1,000 users at a time. If your group 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 Users in Bulk.

 

Can I track staff performance through call logs?

Yes. As a Group 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 calling codes and 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 Group Administrator for the Customer Portal, you can create, edit, and delete schedules for users, as well as for your group.

 

For more information, see Manage User Schedules.

 

Can I manage a user's Calling Line ID?

Yes. As a Group 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 my group in the Customer Portal?

From the Customer Portal, you can view your group with one click, and change the group name.

 

For more information, see Edit Your Group Name.

 

Can I download a list of users for my group?

Yes. From your Group page, you can download a list of the group's users. For more information, see Download the Group Users List.

 

Can I manage calling codes and dial restrictions for my 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 Manage Group Settings.

 

Is it possible to change my group's name?

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

 

For more information, see Edit Your Group Name.

 

Can I manage schedules for my entire group?

Yes. As a Group Administrator, you can manage schedules at the Group level, and at the User level.

 

For more information, see Manage Group 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.

 

As a Group Administrator, you can use the Customer Portal to manage feature access codes for your group. When you change a feature access code for your group, you change the code for every user in that group.

 

For more information, see Group Feature Access Codes.

 

Can I edit feature access codes for my group?

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

 

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

 

 

How do I find my group trunk group?

  1. From any page in the Customer Portal, click RESOURCES in the main menu bar, then click Group Trunk Group, directly below. The Group Trunk Group List page appears.
  2. Click the group trunk group name to open the Group Trunk Group Details page.

For more information, see About 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 Your Group Trunk Group.

 

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

No, but with the right permissions, you can view associated trunk call routing schemes.

 

For more information, see View Associated Trunk Call Routing Schemes.

 

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.

 

Schedule Questions

 

 

Can I create schedules at any level?

You can create schedules at the Group level and the User level.

 

For more information, see Create a Schedule.

 

Can I edit or delete any schedule?

You can edit or delete schedules for your group, and for any user in your group. 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 within any schedule in your group.

 

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 and Events.

 

Account Code Questions

 

 

What are account codes used for?

Account codes are to track specific calls associated with certain accounts. As a Group Administrator, you can create and edit account codes for your group.

 

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 group's users assigned to account code status by default?

No. You can assign your group's users to an account code status in bulk, or individually.

 

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

 

Can I edit the account codes for my group?

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

 

Caution: Changing your 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 your group's account codes from the Settings tab of your Group page.

 

For more information, see:

 

Can I download a list of account code users?

Yes. You can download a list of your group's users assigned to mandatory account codes or optional account codes from the Settings tab of your Group page.

 

For more information, see:

 

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 group'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 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 your Group page.

 

For more information, see:

 

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 group'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?

Yes. You can view and edit group dial restrictions from the Settings tab on your Group page.

 

For more information, see:

 

Are users assigned to group dial restrictions by default?

No. As a Group 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 your Group page.

 

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 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, group, and group trunk group 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 a reports, the completed report is shown on the Group 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 report, the completed report is shown on the Group 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?

Yes. Once you've generated a report, the completed report is shown on the Group 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 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 Group 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

Group Administrator Guide