RingCentral with Verizon Welcome Kit

In working with Verizon, you will interface with various Verizon teams that will help guide you through the RingCentral service implementation and will make sure it is a success.

• Account Team: Verizon dedicated account team responsible for identifying your needs, connecting Verizon solutions to those needs, providing your voice to Verizon and managing the customer relationship.
• Workplace Collaboration Consultant: Responsible for sales support, sales quotes, deal registration, discovery and your on-boarding.
• Solution Architects: Responsible for designing, describing, recommending, and managing the solution engineering in relation to your specific business problems.  Leads the best practices and collaborates with your engineering team on driving the overall technical vision for a particular solution.
• Professional Service Team: Responsible for providing professional service and support.
• Support Team: Responsible for investigating and resolving any troubles with the service after the implementation has been completed.

In order to ensure that the implementation of your RingCentral with Verizon solution goes as smoothly as possible, please make sure the following items have been considered and discussed with our account team and technical team in advance of the day of implementation. 

Note: If you are not able to address some of these concerns, Verizon can support you with professional services offerings to address any identified gaps.

• Validate that the existing network can support the new planned services RingCentral with Verizon will be providing.
  

Note: There are a variety of network assessment tools to accomplish this.  Please consult your Solution Architect.

• Ensure that each user and department’s needs are understood and accounted for.  This might include
  
  • Equipment like attendant consoles for administrative assistants or receptionists
  • Call queues or hunt groups set up to distribute calls to groups of users
  • Is there overhead paging equipment that needs to be integrated
• Ensure the physical environment can support your planned deployment
  • Are there power outlets in all the required places
  • Are there ethernet connections where you will want to deploy IP phones
• Validate that any telephone numbers that are going to be ported to the new service are portable
• Are your users trained on how to use their new capabilities
  • End users will need to understand how to download, install and use their new clients and how to use their new IP phones
  • Administrators will need to understand how to make needed configuration changes and manage users

Your Verizon team is here to help you plan for and implement your RingCentral with Verizon services.  

Note: These issues should be discussed as part of your planning process.

• Professional Services assisted customer onboarding: You work with your account team to define the scope of professional services needed in a statement of work.  You would then contract for the service and submit an order. The Professional Services team will work with you in planning, designing, and installing the solution. 

Note: The Professional Service team will assign a dedicated program manager who coordinates the solution implementation and services installation with your team. The Professional Services team adds end users, devices and configures services. End users are prompted to download mobile and desktop applications for usage.

Service disruptions can hurt a company's bottom line and compromise an organization's mission. The economic and reputational imperatives of the current market have shifted the discussion from IT disaster recovery to an enterprise-wide business continuity focus.

Organizations of all sizes and industry types should have ongoing, enterprise-wide Business Continuity Programs that develop, prepare and exercise the various areas of continuity from critical business processes to IT service availability. The Business Continuity Program should address areas such as Emergency Response, Impact Analysis, Business Continuity Plans, Disaster Recovery Plans, Supplier Plans, Exercises, and ongoing Business Continuity program management.  

The goals of today’s most relevant Business Continuity Programs are those providing organizations with an enterprise-wide business continuity focus, that not only includes strategizing and planning for IT service availability and disaster recovery but addresses the ability to manage all areas of critical and continuity activities of the program to help prepare and mitigate the impact from ever-increasing risks threatening to interrupt organizations’ critical processes.

Verizon helps our customers to effectively prepare and maintain continuity during planned and unplanned events to help reduce the risk and impact from disruptions. Please contact your Verizon account team for further assistance.

Easily Manage your Services Online

The Verizon Enterprise Center makes it easy for you to monitor, manage, analyze and optimize your Verizon products and services online. Available seamlessly between desktop, tablet and smartphone – you can act on your crucial data wherever your work takes you.

Gather the necessary data

1. Determine impacted service (Voice, Video or Messaging)
2. Information needed to progress a ticket:

a. Voice: Telephone Number, end point, problem description

b. Video: Conferencing issues, configuration,

c. Messaging: specify if issues are with sending/receiving or configuration

When opening a ticket, the more information is provided the quicker the resolution.

Once a ticket is opened, additional information can be provided including specific examples (number called, number called from, time of call) when issue was experienced, traces, testing history, steps to reproduce the issue, and troubleshooting to date. To provide this information, send an e-mail to etms@verizon.com with the ticket number only in the subject line or access the ticket via  the Verizon Enterprise Center portal, via the following link https://sso.verizonenterprise.com/

Customer Trouble Management (for all RingCentral with Verizon service conditions)

Option 1: Customer inputs an automated ticket via the Verizon Enterprise Center portal:

Customers can access the Verizon Enterprise Center portal via this link: 

https://sso.verizonenterprise.com/

In order to use this option for opening and checking status of tickets, customers must be registered.  Please see the “Manage your account “section above for registration instructions.

Once in the Verizon Enterprise Center portal, follow these steps to submit necessary information for opening a ticket.  The process is the same for all RingCentral with Verizon services:

1. At the landing page, enter your User ID.
2. Choose “Manage Account” among the options at the top of the page.
3. Choose “Create a Repair Ticket”
4. Enter the RingCentral with Verizon billing telephone number (you do not need to choose a state for the RingCentral with Verizon product scenario). 
5. Fill out the required fields as indicated by the red asterisk (*), and provide details in the text box about your issue.  You also have the opportunity to add attachments.
6. Click “submit”. 

To check status of your ticket:

1. Once logged into the VEC, choose “Manage Accounts”
2. Choose “View Repair Ticket”
3. A list of repair tickets that have been entered will appear.  Choose the ticket number that you are seeking status for.
4. Your status will appear.

Option 2 : for US Enterprise customers only

Customer or Sales calls U.S. Help Desk for general inquiries, billing support or technical trouble management. 

1. If the customer has a special support number/group they should follow the standard process to open a ticket.
2. The agent might need to also select “any product” to ensure the ticket is associated under RingCentral with Verizon for the current platform.
3. Customer/sales will need to include the pertinent information based on their trouble condition gathered during data gathering session.
4. When a ticket is opened, it will get routed based on the type of information provided.
5. The agent will provide you with a ticket number; please make note of this number.

Escalation Guidelines

Verizon’s objective is to restore your services to their normal operating conditions quickly and efficiently. To accomplish this objective, the Service Desk uses escalation guidelines set up to push or drive issues to resolution.

Instead of escalating on the basis of time, escalations are value-based. The objective is to add value to the escalation process across the board for all customers and all circumstances, as well as to add standardization to the processes.

Note: You can request escalations at any time during an outage through your ticket in the Verizon Enterprise Center portal or by calling into the Service Desk.

Value-based escalation may be understood as follows:

• Service Desk will assess whether escalations are needed. If there is no progress since the previous review, an escalation is made to the next level of management.  
• However, if the appropriate focus and resources are being applied, escalations may be deferred. Technical escalations by the Service Desk to local-exchange or third-party carriers follow the same value-add process.

The RingCentral with Verizon is a Unified Communications SaaS (Software as Service) offer, which combines Verizon's best-in-class carrier-grade voice PSTN network, and RingCentral's market-leading cloud-based Unified Communications platform.

This service will have four primary components:

1. Calling features will include phone features like local-international calling, call forward, call transfer, call park, call log, shared lines, voicemail, fax, etc.  
2. SMS/MMS: Text and multimedia messaging features for collaborations like persistent direct messaging, team messaging, file share, task management, etc.
3. Video calls & meetings that will allow users to host one-on-one video calls, video conference, recording, screen share, chat, whiteboarding, annotation, etc. 
4. 3rd party integrations with popular solutions like Salesforce, Office365, etc.

End users will be using a combination of mobile devices, tablets, laptop /desktops computers, desk phones, and room systems to use this service offer.  

Note: The IT administrators benefit from faster deployments, lower cost of deployments, and ease of migrations & expansions.  The end-users benefit from getting all everyday collaboration tools with consistent user experience on a device or platform of their choice.

To learn about more, click here.

https://www.verizon.com/business/products/voice-collaboration/collaboration-platforms/ring-central/