VoIP Services Welcome Kit (IPT & IPIA)

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 Voice over IP (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 Manage your account with Verizon Enterprise Center section and Reporting and tools section  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  (IPT) or IP Integrated Access (IPIA) unless otherwise stated.

Note: 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.

What are IP Trunking (IPT) and IP Integrated Access (IPIA)?

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.

The IP Trunking service can also be used to provide Verizon PSTN calling to cloud based Unified Communications platforms like Cisco WebEx Calling or Microsoft Teams (through Verizon Calling with Microsoft Teams and Verizon VoIP for Operator Connect).

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.

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 steps

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.

Note: Due to the nature of the direct multi-tenant network access to the Microsoft phone system in the Microsoft Azure cloud, Verizon VoIP for Operator Connect does not require a detailed VoIP design document though a questionnaire will be required to be completed during the ordering phase.

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 (in the case of a change order) 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 steps

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 upon prior approval).

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

There will be configuration data that you need from Verizon to fully configure Session Initiation Protocol (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 Signalling Fully Qualified Domain Name (FQDN)
• Verizon SBC Signalling 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

Note: The above technical information is not required for Verizon VoIP for Operator Connect.

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

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 steps

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 and LATAM) or in the case of EMEA and APAC by sending an e-mail to emea-voip-change-request@verizon.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 Services.

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

Exception - US specific – automated activation call scheduling option – Customer action

VoIP customers in the U.S. that are Adding locations with no ported numbers will receive an email when the site has completed Pre-Install Testing (PIT) and is ready for Activation testing.  Customers will have the options to self-schedule their VoIP activation with a Verizon Activation Engineer or reach out to an Order Manager for help with scheduling. 

You will self-schedule by clicking on the link within the email and going to the Verizon Activation Portal and selecting a date/time.  Once date/time has been selected, you will receive three emails:

• Email 1 - confirmation of the date/time requested.
• Email 2 – confirmation the Activation is scheduled, including the date/time and the audio bridge details for the Activation call.
  
• Email 3 - reminder sent 24 hours prior to the scheduled Activation date.
  

If you do not want to self-schedule or cannot find a time on the calendar that works, simply click the related link to engage an Order Manager and they will be in contact to work with you directly. 

Note:  Verizon strongly encourages testing, but If there is no action taken from you to click on the link in the email within 5 days, the site will auto activate on the 6^th day and you can begin using the VoIP service and billing will begin. 

• The Activation Schedule requires 48-hour notice so the first 2 business days will be blocked from the calendar.
• If you don’t find a date that works on the calendar, click the link to engage the Order Manager. 

Customer steps

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.

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)

Note:

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 announcement, 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.

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 (Click on the 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 Customer 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).

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 steps

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 Direct Inward Dialings (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 fulfilment 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 steps

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.

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, Canada, Mexico and LATAM (where number portability is available), 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 steps – US specific

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

If Porting, obtain Customer Service Records (CRD)

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: 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 steps – Canada / Mexico / LATAM / 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 steps - US

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

If porting, complete and sign LOA or Number Portability Form (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:

0. A count and a complete list of TNs you want ported to Verizon VoIP

1. All Billing Telephone Numbers (BTNs) applicable to the numbers being ported

2. For each BTN, whether you want a full or partial port

3. 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 tests 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 action

Migration/Porting from an existing Microsoft Voice service to Verizon VOIP for Operator Connect will require you to complete some key configuration steps on the Microsoft Teams platform. Please review the FAQ section for the supporting guide.

Customer steps – Canada, Mexico, LATAM, 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 Number Portability Form (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:

4. All Billing Telephone Numbers (BTNs) applicable to the numbers being ported

5. For each BTN, whether you want a full or partial port

6. 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

7. 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 removing any conflicts in your Local Service Provider contracts that may prevent your numbers from being ported to Verizon.

U.S. only - you have reconciled data received on the CSR audit to confirm.

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

8. Use of Directory Assistance/Directory Listing

9. 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 inquiry country form).

Constraints

10. 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.

11. No Best Date Possible (BDP) or expedites can be used for your request for port date.

12. U.S. only - CSRs are valid for 60 days from date CSR is retrieved from the losing Local Service Provider.

13. Porting outside in-country standard business hours require 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

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 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 portal either through the Verizon VoIP Integrated Administrative Console (IAC) or through the Verizon Enterprise Center on-line ordering 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 (IAC) IP Trunking & IP Integrated Access User Guide on the Customer Learning portal (Click on the Training link for more details).

Verizon Enterprise Center portal on-line ordering (US ONLY) changes include capability such as (but not restrictive to:

• Add and Remove Concurrent calls
  
• Add New Locations to an existing Enterprise
• Add New Verizon Telephone Numbers
• Move Telephone Numbers to a new location or between existing locations

• 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, using the MAC request form, 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.

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.

VoIP Repair Needs

For U.S. Canada, Mexico and LATAM customers, VoIP customers should report issues to the Verizon Customer Service inbound call group.

For EMEA & APAC, customers can use the https://enterprise.verizon.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 Manage your account with Verizon Enterprise Center section of this Welcome Kit for information on making changes to your VoIP Services yourself. The link is available in the left hand menu.

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 service calling and the risks if you fail to set it up correctly.

Emergency calling description (E-911) – For locations in the U.S., Mexico, Argentina, and Brazil

• 911 Calling

911 is an emergency telephone number used in the US and Mexico 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 or local regulator in Argentina, Brazil and Mexico 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 Learning Portal . For more details on the IAC, refer to the Training section of the welcome kit.

PS/ALI (Private Switch/Automatic Location Identification) – in the US, Mexico and LATAM

If your VoIP Service was configured as a campus environment where Verizon 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 dialled from a campus environment, the call will be routed to the Public-Safety Answering Point (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 Emergency Response Location (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, Intrado, 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.

Dynamic E911 – in the US and Canada

Dynamic E911 is an optional VoIP service feature enabling customers to support E911 for dynamic (moving location on the Enterprise campus/network) and nomadic (moving outside the Enterprise campus/network) users.

With Dynamic E911 the routing of emergency calls to the appropriate Public Safety Answering Point (PSAP) is based on the user location information dynamically acquired at 911 call set-up in Customer's environment. In addition to emergency call routing, Verizon will provide the dispatchable user location as received from the Customer to the PSAP. Customer is responsible to ensure the proper dynamic emergency calling configuration in Customer’s environment. Depending on the quality of the user location information provided to Verizon from the Customer environment, emergency calls will either be directly routed to a PSAP or will be screened by a certified emergency call response center before transferring to a PSAP.

Note: Dynamic E911 is currently only supported for Verizon VoIP for Operator Connect.

Note: Customer can test the Dynamic E911 service and verify his current location information anytime by simply calling the test number 933.     

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

Verizon VoIP’s Long Distance (LD)-Only service does not support 911 calling (US only). 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 Emergency Service Answering Point (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.

Note: For locations in Japan

Emergency Service Calling over SIP Trunking is not supported in Japan. Emergency Service Calls in Japan will terminate to a voice message alerting the caller to hang-up and dial from a non-VoIP line. Japan, as a country, does not support SIP originated emergency calling.

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 reach out to your account team.

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., Mexico, Argentina, and Brazil). 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.

Note: You must inform end-users that they have 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. Please be aware that Verizon is not responsible for that.

Note: Dynamic E911 addresses IP phone relocation so Customers with Dynamic E911 are not subject to this limitation.

• 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: Please be aware that Verizon is not responsible for verifying all call-back numbers are accurate and up-to-date at all times.
   
   
2. Backup. Please ensure 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.
3. 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.
4. 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).
5. Verizon Canada VoIP Service includes basic 911 capabilities which have certain limitations relative to the enhanced 911 capabilities that are available on most traditional telephone services. For more information on Verizon Canada basic 911 go to https://enterprise.verizon.com/terms/ca/

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.
• In the case of Verizon VoIP for Operator Connect, the demarcation point is gateway router port interconnecting the Verizon VoIP network with the Microsoft Azure Peering Service.

When centralized Session Initiation Protocol (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

Please be aware that Verizon is not responsible for setting 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 the Verizon VoIP Technical Letter). This includes the inbound and outbound Session Initiation Protocol (SIP) signaling packets as well as the Real-time Transport Protocol (RTP) (i.e., voice) packets. Verizon uses the User Datagram Protocol (UDP) ports 10000 – 5000 for voice packets.

Note: Verizon retail VoIP customer devices [e.g., IP-PBX, enterprise gateway, firewall, Session Border Controller (SBC)] should not be dependent on specific Verizon IP addresses for RTP 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’s temperature and humidity levels must be within the manufacturer’s specifications 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 installed Internet Dedicated Service or Private IP circuit 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).

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: Integrated Services Digital Network (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.