Self service
Two portals, everything you manage day to day
Reporting an issue
Have this ready before you call
- Account name
- Site address
- The circuit or extension affected
- When the issue started
- Whether it is a total loss or degraded
Service affecting issues should be phoned in rather than emailed, so the desk can start working the ticket immediately.
Training
Training videos for your team
CloudX
Avaya IP Office
Resources
Customer documents
- Service Level Agreement PDF Availability, latency and credit terms
- Escalation list PDF Who to call, and when to move up
- What to expect letter PDF For customers in onboarding
- Letter of Agency PDF Required to port numbers
- ACH authorization form PDF Set up payment by bank transfer
- Sample auto attendant script PDF A starting point for your phone greeting
- Private line intrastate declaration PDF USAC certification for MPLS and WAN circuits
- 10DLC application PDF Required before business SMS can send
Security
Toll fraud and account security
- Watch for unusual call volume outside business hours, a common sign of toll fraud.
- Change voicemail PINs from the default and keep them unique per mailbox.
- Report suspected fraud immediately to the support desk at (708) 273-3111.
Planned maintenance
How maintenance notices reach you
Scheduled maintenance notices are sent by email to the account technical contact on file. Contact the support desk to update that contact so notices reach the right person.
