VoIP Reseller Guide
Table of Contents

Getting Started...........................................................................................
Chapter One:
     Getting Started
                         •   Welcome
                         •   The Product
          ...
Getting Started

       Welcome to Primus

       Primus Telecommunications is pleased you’ve selected us as your preferre...
The Product

The Voice over IP prepaid service provides IP telephony to your customer. The Primus
Enterprise VoIP solution...
Making the Sale
Making the sale could be considered the most important chapter of this guide. Everything
you need to know ...
Primus Global VoIP Network Topology

The Primus global IP network uses SIP protocol to set up, authenticate and complete c...
Pricing


Primus is the most cost-efficient national and international service available. Costs vary
depending on the rate...
Equipment
Several types of VoIP CPE are available. Currently Primus supports the following:

                             ...
Chapter Two:
 Reseller Online
Management Tool
                         • Getting Started
                         • Benefi...
Online Reseller Management Tool

Getting Started

The Online Reseller Management Tool allows you to view customized, detai...
Once a username and password has been provided to you, enter that information on this
page and click the Log In button. If...
Once you have logged in, you will see the page below displaying the main navigation.
The four items displayed in the body ...
Using the Online Reseller Management Tool
Balance Information

On this page, you can view your current balance information...
Online Payment

If your business is in any of the following countries, you may pay online via direct debit
(you also have ...
You will then be taken to the screen below, where you will be required to enter your billing
address information as well a...
If your business is not in one of the countries listed on page 15, direct debit is not a
payment option for you. Instead, ...
Click Submit Payment and you will be taken to the screen below. The information
provided is necessary to remit payment to ...
Product Information

By clicking on the second icon from the main menu, you will be taken to the page below,
detailed with...
Place an Order

By clicking on the third icon from the main menu, you will be taken to the page below,
where you will be g...
Step II: Customer Provided Equipment Information

Provide the following information regarding the Network Configuration of...
Step III: Configuration

Provide the following information regarding the configuration of the equipment you would
like to ...
© 2003-2004 Primus Telecommunications Inc.              All Rights Reserved

                                        Page ...
Step IV: DID Configuration

Provide the following information regarding the Direct Inward Dialing configuration of the
equ...
Direct Inward Dial Telephone Numbers


                      United States                                            Rest...
Step V: Summary

The summary page outlines your order in detail. Your total, including shipping charges
and subtracting th...
Customer Information

By clicking on the fourth icon from the main menu, you will be taken to the page below,
detailed wit...
© 2003-2004 Primus Telecommunications Inc.              All Rights Reserved

                                        Page ...
Trouble Ticket

By clicking on the fourth icon from the main menu, you will be taken to the page below,
which is a menu th...
If you click on View an existing trouble ticket you will be taken to a query page that
requires that you fill in one of th...
Once you have entered in your search criteria, a results page will populate and will look
like the page below. Clicking on...
If you click on the second icon from the trouble ticket menu, you will be taken to the page
below where you will be able t...
SIP UID: Please choose the customer’s account ID from the drop-down menu.

SIP DID: Do not enter anything in this field. I...
Chapter Three:
End-User Online
Management Tool
                         • Getting Started
                         • Benef...
Online End-User Tool

Benefits
           •   View CDRs
           •   View installation guide
           •   View FAQs

G...
Once a username and password has been provided to your customer, they will enter that
information on this page and click t...
Once they have logged in, they will see the page below displaying their call detail record.
The three tabs that are displa...
FAQ

This page displays all of the frequently asked questions that your customer can access.




© 2003-2004 Primus Teleco...
Installation
This will show your customer how to install the product that they received. The customer
can click on the lin...
Chapter Four:
        Provisioning
                         • Available Hardware
                         • Hardware Confi...
Provisioning

Provisioning is a key step is the sales process. General information about available
hardware, hardware conf...
Hardware Configuration

All Primus and customer supplied hardware is configured in the same manner. It is
important to not...
1.  From the PC, open a web browser and enter the following URL:
   http://<ipaddress_of_cisco186>/dev.
2. The following w...
Hardware Distribution to the End User

Whether Primus provides the SIP equipment or you provide your own, it is your
respo...
6. Finally, you will receive a confirmation that your order has been placed and the
      piece of equipment will be ready...
Billing
This chapter is divided into three insightful subsections: Payment Methods and
Processing, Call Detail Records (CD...
Payment Methods and Processing
Because the international payments are non-credit card payments requiring arrangements
in e...
Currency Information

Note: This section applies to global collect specifically. All local currency deposited with
GlobalC...
© 2003-2004 Primus Telecommunications Inc.              All Rights Reserved

                                        Page ...
Call Detail Records (CDRs)
CDRs will be displayed online under each specific IS# for all of your customer accounts.
Additi...
Fraud
Real-Time Fraud Management

Primus monitors its SIP network in real time to identify instances in which a customer’s...
Chapter Six:
Customer Service
                         •   Primus Service Delivery
                         •   Online Tro...
Customer Service
Should your customers have any difficulties utilizing their VoIP service, they will contact
you for assis...
Fax transfer interrupted

   1. Confirm that the fax speed is set not to exceed 9600 baud.
   2. Confirm Internet connecti...
 Echo
                Clipped speech
                Low volume
       o Do they fail intermittently to that destinatio...
o Connect your Ethernet cable from an available Ethernet port to the
            “10BaseT” or “Ethernet” jack on the SIP d...
Chapter Seven:
Primus Dual Line ATA
with Router and PSTN
       Bypass
                          • Hardware Specs
        ...
Primus Dual Line ATA with Router and PSTN Bypass
Hardware Specifications

Call Control Protocols Compliance   MGCP, SIP, H...
Installation Manual

VoIP Device First Time Installation Manual

Before you can make and receive calls on your new VoIP de...
Connecting your VoIP device directly to your Cable/DSL Modem




   1. Connect the Purple Network Cable into the port labe...
Connecting your VoIP device to Your Network Behind a Firewall or Router




   1. Connect the Green Network Cable into the...
Chapter Eight:
Primus SIP Phone
                         • Hardware Specs
                         • Installation




© 20...
Primus SIP Phone

Hardware Specifications

Primus SIP Phone:


            Model                   Primus SIP Phone

LAN i...
Primus SIP Phone

1. The Primus VOIP package should include:
         a. VOIP Device (Primus SIP Phone)
         b. 5 Volt...
Chapter Nine:
Frequently Asked
   Questions




© 2003-2004 Primus Telecommunications Inc.              All Rights Reserve...
FAQ
1. Can my customers call each other with this service?

      Yes, a Primus VoIP customer can call another Primus VoIP...
10. How do I have new products created?

      Talk to your salesperson/account manager. They can then submit a request to...
Chapter Ten:
           Glossary




© 2003-2004 Primus Telecommunications Inc.              All Rights Reserved

        ...
Glossary


ANI
Automatic Number Identification. A service that tells the recipient of a telephone call the
telephone numbe...
Internet.

IP
Internet Protocol. One of a large family of specifications that define the transmission of
information over ...
PBX
Private Branch eXchange. An in-house telephone switching system that interconnects
telephone extensions to each other ...
gateways using the media gateway control protocol (MGCP). Call agent is a highly
generic term that attempts to describe al...
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  1. 1. VoIP Reseller Guide
  2. 2. Table of Contents Getting Started......................................................................................................................4 Welcome to Primus...........................................................................................................4 Primus Delivers.................................................................................................................4 The Product.......................................................................................................................5 Additional Product Benefits...............................................................................................5 Making the Sale ................................................................................................................6 The Service........................................................................................................................6 Primus Global VoIP Network Topology.............................................................................7 Pricing................................................................................................................................8 Equipment.............................................................................................................................9 Online Reseller Management Tool.....................................................................................11 Getting Started ............................................................................................................11 Using the Online Reseller Management Tool..............................................................14 Direct Inward Dial Telephone Numbers..........................................................................25 Trouble Ticket..................................................................................................................29 Online End-User Tool......................................................................................................35 Benefits........................................................................................................................35 Getting Started ............................................................................................................35 Provisioning.........................................................................................................................41 Available Hardware.........................................................................................................41 Hardware Configuration...................................................................................................42 Collecting and Reusing Equipment- ...............................................................................44 Billing...................................................................................................................................46 Payment Methods and Processing..................................................................................47 Currency Information...................................................................................................48 Call Detail Records (CDRs).............................................................................................50 Fraud...............................................................................................................................51 Real-Time Fraud Management....................................................................................51 Customer Service................................................................................................................53 Primus Service Delivery..................................................................................................53 Online Trouble Ticket......................................................................................................53 Troubleshooting...............................................................................................................53 Reseller SIP Device Troubleshooting Guide...............................................................54 Primus Technical Support...............................................................................................56 Primus Dual Line ATA with Router and PSTN Bypass.......................................................58 Hardware Specifications..................................................................................................58 Installation Manual...........................................................................................................59 Package Contents........................................................................................................59 Connecting your VoIP device directly to your Cable/DSL Modem..............................60 Connecting your VoIP device to Your Network Behind a Firewall or Router..............61 Primus SIP Phone...............................................................................................................63 Hardware Specifications..................................................................................................63 Primus SIP Phone:.......................................................................................................63 Primus SIP Phone........................................................................................................64 FAQ.....................................................................................................................................66 Glossary..............................................................................................................................69 © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 2 of 72
  3. 3. Chapter One: Getting Started • Welcome • The Product • Product Benefits • Making the Sale • Service • SIP Network Architecture • Topology • Pricing • Rates • Equipment © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 3 of 72
  4. 4. Getting Started Welcome to Primus Primus Telecommunications is pleased you’ve selected us as your preferred provider of VoIP services to your customer base. This VoIP Reseller Guide is designed to lead you through the reseller process and answer any questions that may arise as you begin reselling Primus VoIP in your marketplace. The service, provisioning, hardware specifics, installation, billing and customer service are just a few of the topics this guide will discuss. Primus Delivers Primus is one of the largest providers of international voice and Internet services in the United States and around the world. With over $1 billion in revenue and an impressive customer growth from 4,000 to over 2.4 million customers worldwide in less than five years, Primus is the world’s 5th largest voice carrier capturing 6% of the global market share of the VoIP market. Primus is not only an industry leader in international voice and Internet services, Primus is the pioneer of the Voice over IP industry. Currently, Primus operates over 450 VoIP POPs in more than 125 countries with more than one billion minutes of VoIP, giving Primus the edge necessary to succeed in today’s VoIP marketplace. 2001 2002 2003 2000 2004 Primus grows global VOIP network to include Primus expands global VOIP network to June 2003 – Primus attains monthly run Dec 2000, Primus deploys 1 st POPs in over 75 cities and over 25+ include partner gateways in over 300+ cities rate of over 1 Billion+ minutes of intl VoIP gateway hub in the countries in Europe, Asia Pacific, Middle in over 90+ countries. international VOIP minutes per month on US East, Africa and Latin America. the public Internet. Primus hits monthly run rate of over 4+ Primus establishes diverse international million minutes of international VOIP traffic Primus global VOIP network now VOIP hubs in London, Los Angeles, and on the “public” Internet includes POPs in over 450+ cities and Tokyo 125+ plus countries worldwide. Primus implements pioneering VOIP proxies Primus overlays global VOIP infrastructure in its network to enable interoperability Primus launches “next generation” SIP onto its global circuit switch network to between various IP protocols supported by based products and services for provide diversity, back-up, and quality multiple VOIP gateway manufacturers consumers and enterprise customers assurance standards to is IP voice traffic. “worldwide”. Primus integrates consumer and retail traffic Primus hits monthly run rate of over 2+ into global VOIP network. Primus expands distribution channels for million minutes per month of international VOIP products and services to include voice traffic on the “public” Internet. July 2002 – Primus launches PC to Phone other fixed and wireless network service service on the Microsoft Windows and XP providers, global ISPs, DSL, cable, and platforms in Australia. satellite service providers. Primus expands PC to Phone service with Primus leverages existing sales channels Microsoft to the United States, Canada, the to drive rapid global market penetration UK, New Zealand, Singapore, Malaysia, for VOIP products and services. Germany, France, Denmark, Italy, and Japan. September 2003 – Primus introduces Primus Global Unlimited for consumer Introduces Primus branded PC to Phone and small businesses worldwide, service employing Primus proprietary soft providing virtual phone/direct inward dial phone client. capabilities and bundled long distance calling packages on a global scale. Introduces “private-label” PC to Phone service through new channel segments including DSL, cable, and satellite broadband providers. Introduces premium enterprise VOIP to business customer channels globally. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 4 of 72
  5. 5. The Product The Voice over IP prepaid service provides IP telephony to your customer. The Primus Enterprise VoIP solution leverages the secure Primus global network, offering premium service at extraordinary cost. This solution can be scaled from one line up to a full T1/E1 configuration. The Primus global network allows for an IP originated call to terminate to any PSTN phone in the work or PSTN callers to terminate IP to a Primus VoIP customer. Primus also gives the advantage of providing DID numbering in a number of countries across the globe. Backed by a 24x7x365 Network Management Center and a streamlined provisioning system, Primus allows you to quickly and efficiently capitalize on the service’s unrealized revenue potential. The service also offers the benefits of an online web management tool: • Easily order services • Set the rates to be used for all prepaid products sold by the reseller • View the end-user balances • Track accounts • Troubleshooting solutions Additional Product Benefits In addition, the Primus product also offers a number of benefits: • Remove all geographic boundaries by providing 100% service to all local and global customers • Eliminate the need for costly origination alternatives like IPLs • No additional network investment required • Invoice end users with detailed call records • Pure, private branding with end-to-end ownership of the customer • Reliable, quality voice service • 24x7x365 troubleshooting and customer support © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 5 of 72
  6. 6. Making the Sale Making the sale could be considered the most important chapter of this guide. Everything you need to know to make the sale is outlined in detail through four subsections: Service and Benefits, Pricing, Hardware and Equipment, SIP Rate Tool. The service and benefits section will review the product and the benefits to your customer. Next the pricing will be outlined followed by a detailed matrix of hardware pricing. The Service The service provides the capability to offer IP Telephony to any user with access to the public Internet. The Primus Enterprise VOIP solution leverages the Primus Global network offering premium service at extraordinary cost. This solution can be scaled from one line up to a full T1/E1 configuration. The Primus network allows for an IP originated call to terminate to any PSTN phone in the world or PSTN callers to terminate IP to a Primus VoIP customer. Primus also gives the advantage of providing DID numbering in most of the countries where we have presence. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 6 of 72
  7. 7. Primus Global VoIP Network Topology The Primus global IP network uses SIP protocol to set up, authenticate and complete calls over our IP network. The network consists of redundant VoIP routing engines which route calls, collect CDRs and provide a feed to our billing and web based monitoring systems. The calls are routed to ensure the best quality mostly terminating over the Primus VoIP and/or TDM network. The routing intelligence of the network allows Primus to route the call in the most direct and efficient way. London Frankfurt Vancouver Munich Toronto New York Paris Milan Tokyo New Jersey Vietnam Washington, DC Ft. Lauderdale Los Angeles Puerto Rico Perth Brisbane Adelaide Sydney Melbourne Benefits to your Customer: • Significant savings on globally originated voice service on both inter and intra country calling • Reduced operating expenses, overhead and maintenance costs by using a common IP network to provide multiple services • Worldwide implementation availability - virtually anywhere Internet service is accessible • Begin saving immediately with our streamlined enrollment process that takes hours, not weeks to implement • Reliable, quality voice service based on one VoIP and global TDM network • 24x7x365 network monitoring, troubleshooting and customer support • Access to a complete new set of services (DID, Global 1-800, mobility, etc.) • Conduct business with a trusted carrier anywhere in the world and simplify their global telecom needs © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 7 of 72
  8. 8. Pricing Primus is the most cost-efficient national and international service available. Costs vary depending on the rate plan you select, what equipment you need and where your customers reside. Several variables exist in the pricing of Primus VoIP: Rates – National and international VoIP rates vary by terminating country and are generally metered on a per minute basis. Reseller end-users are billed in accordance with pricing schedules negotiated at the time of agreement and resellers are charged a discounted rate. A sample rate schedule appears below: © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 8 of 72
  9. 9. Equipment Several types of VoIP CPE are available. Currently Primus supports the following: Purchase Price with Hardware Model Warranty Primus Dual Line ATA with Router and PSTN Bypass $95.00 Primus SIP Phone $49.95 Shipping – Shipping fees are determined by the quantity of your order and your shipping address. There is a flat per unit rate for all CPE based on whether it is shipped within the US or internationally. The flat per unit rate for shipping within the US is $6.50/unit. The flat per unit rate for shipping internationally is $26/unit. Shipping charges will be displayed online at the time of the order based on your address and quantity ordered and the shipping charges will be decremented from your balance with Primus. You may track your shipment on http//:www.ups.com once you have submitted your order and received a tracking number. If CPE has been damaged in any way during shipping or it has been deemed defective by our technical support staff, Primus will facilitate the return of the equipment via UPS and replace the unit at no charge to you. Important: Primus will not deliver to a post office box or a military address. Activation Fee – In some instances, certain product plans or CPE may require that Primus charge an activation fee. See your account manager for further details. Service Fee - In some instances, certain product plans or CPE may require that Primus charge a service fee. See your account manager for further details. DID Fee – There is a nominal fee for ordering Direct Inward Dial (DID) Telephone numbers. Taxes – Primus will charge all taxes applicable to any products, services, other materials provided to your customers. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 9 of 72
  10. 10. Chapter Two: Reseller Online Management Tool • Getting Started • Benefits • Using the Online Tool © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 10 of 72
  11. 11. Online Reseller Management Tool Getting Started The Online Reseller Management Tool allows you to view customized, detailed information regarding your customers. In addition, you can place an order or submit a trouble ticket. Below are several benefits: • Order services • View the end-user balance • Set prepaid and subscription products to be sold • Track accounts • Troubleshoot Below you will see a screen shot of the login page for the Online Reseller Management Tool. The website is located at http://www.primusvoip.com/reseller. Your Sales/Account Manager will provide a username and password for you. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 11 of 72
  12. 12. Once a username and password has been provided to you, enter that information on this page and click the Log In button. If you have forgotten your password, click on the Forget your password link. You will then be taken to the screen below where you are required to enter the following information to reset your password: Username: Enter your username in this field New Password: Enter your new password in this field Confirm New Password: Enter your new password again © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 12 of 72
  13. 13. Once you have logged in, you will see the page below displaying the main navigation. The four items displayed in the body of the page are also located at the top for quick and easy navigation. Please note that throughout the site, clicking on the Primus logo to the left will bring you back to this main navigation page. The five items displayed are: Balance Information, Product Information, Place an Order, Customer Information, and Trouble Ticket. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 13 of 72
  14. 14. Using the Online Reseller Management Tool Balance Information On this page, you can view your current balance information. Click on Pay Online to submit an online payment. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 14 of 72
  15. 15. Online Payment If your business is in any of the following countries, you may pay online via direct debit (you also have the option of paying via wire transfer, please see page 17 for a description of that option): Austria Germany The Netherlands Spain Choose Direct Debit from the drop-down menu for Payment Method and push Next to proceed. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 15 of 72
  16. 16. You will then be taken to the screen below, where you will be required to enter your billing address information as well as the amount of the payment and your bank details. Please check over the information you provided to make sure there are no errors and push Submit Payment. If you would like to cancel the payment, push Cancel and you will return to the Balance Information screen. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 16 of 72
  17. 17. If your business is not in one of the countries listed on page 15, direct debit is not a payment option for you. Instead, you will see the screen below. You will choose a payment currency from the drop-down menu and enter the amount that you wish to pre- pay in the Amount field. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 17 of 72
  18. 18. Click Submit Payment and you will be taken to the screen below. The information provided is necessary to remit payment to the correct PRIMUS bank account. The information shown on this page will change based on the payment currency that you select on the previous screen. Note: The information that you require to make a payment via wire transfer is given on this screen, however, a wire payment is not initiated when you click on the Submit Payment button. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 18 of 72
  19. 19. Product Information By clicking on the second icon from the main menu, you will be taken to the page below, detailed with information regarding Primus offered VoIP products. You may click on the Order button at any time to place an order on that specific product. The following information can be found on this page: Product Name: This is the name of a product offered by Primus Product Description: This is the description of the product Product Value: This displays the current US dollar value of a product Rate Table Index: This displays the index that allows you to reference which rate sheet your product is built on © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 19 of 72
  20. 20. Place an Order By clicking on the third icon from the main menu, you will be taken to the page below, where you will be guided through a four-step wizard in order to configure and place a customized order. Step I: Product Information Provide the following information regarding the equipment you are ordering: Product: This displays the various products that are available. This is a list that will be populated according to your username and password. Click Proceed to go to the next step of the wizard or click Cancel to cancel the order and return to the previous page. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 20 of 72
  21. 21. Step II: Customer Provided Equipment Information Provide the following information regarding the Network Configuration of the equipment you would like to order: Equipment: Please select the equipment that will be utilized with the product you are ordering. The only customer provided equipment accepted is the Cisco 186. Serial Number: Enter the serial number of the equipment in this field. MAC Address: Enter the MAC address in this field. Click Proceed to go to the next step of the wizard or click Previous to return to the previous page. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 21 of 72
  22. 22. Step III: Configuration Provide the following information regarding the configuration of the equipment you would like to order: Are you using NAT?: Select whether the location the equipment is going to will be using Network Address Translation • YES: You/your customer is using NAT • NO: You/your customer is not using NAT Are you behind a firewall?: Select whether the location the equipment is going to is behind a firewall • YES: You/your customer is behind a firewall • NO: You/your customer is not behind a firewall With DID? Select whether you would like to have a Direct Inward Dialing number with the equipment you are ordering. Options: • YES: A DID will be added to the equipment and when you click on Proceed, you will be taken to step IV, Configuring the DID • NO: A DID will not be added to the equipment and you can click on Proceed to go the summary section Click Proceed to go to the next step of the wizard or click Previous to return to the previous page. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 22 of 72
  23. 23. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 23 of 72
  24. 24. Step IV: DID Configuration Provide the following information regarding the Direct Inward Dialing configuration of the equipment you would like to order: Country: If the US is selected, a list of states will appear, followed by a list of cities. If an international country is selected, a list of cities will appear. Location: Depending on the country selected, a list will be populated with numbers in this display. Select the location you would like to be assigned to the equipment. Summary: After making your selections, a summary will appear below the fields with your assigned DID and the monthly fee for that particular location. Click Proceed to go to the next step of the wizard or click Previous to return to the previous page. Please see page 21 for a list of DIDs that are available to you. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 24 of 72
  25. 25. Direct Inward Dial Telephone Numbers United States Rest of World Argentina Alabama Massachusetts Buenos Aires Birmingham, Mobile, Cambridge Argentina Tuscaloosa Australia Buenos Aires Maryland Adelaide, Brisbane, Arizona Baltimore Melbourne, Perth, Phoenix, AustraliaTucson Sydney Michigan California Belgium Ann Arbor, Detroit, Flint, Brazil Anaheim, Canoga Park, Pontiac, Roseville Florianopolis Covina, Bolivia Escondido, Fresno, Inglewood, La Jolla, Long Missouri Canada Beach, Brazil Los Angeles, Newport Kansas City, St. Louis Toronto, Vancouver Beach, Oakland, Berkeley, Palo Alto, Bulgaria Pomona, New Jersey France Sacramento, San Diego, San Union City Paris Francisco, Canada Santa Cruz, Santa Rosa, Simi Valley, Sunnyvale, New York Guatemala Walnut Chile Creek New York Hong Kong Colorado Czech Republic Ohio Colorado Springs, Denver Akron, Cincinnati, Italy Denmark Cleveland, Columbus, Milan, Rome Connecticut Dayton, Toledo Hartford, Finland Stamford Japan Oklahoma Tokyo Florida France Oklahoma City, Ft. Lauderdale, Jacksonville, Tulsa Netherlands Kissimmee, Germany Melbourne, Amsterdam Miami, North Dale, Orlando, Pennsylvania Tampa, West Guatemala Palm Beach Philadelphia Taiwan Taipei Georgia Hong Kong Puerto Rico Athens, Atlanta United Kingdom Italy Tennessee London Illinois Arlington Japan Heights, Chicago, Clarksville, Memphis, Joliet, Naperville, Oak Lawn Nashville Indiana Texas Gary, Indianapolis Austin, Corpus Christi, Dallas, El Paso, Fort Worth Kansas Houston, Irving, San Antonio Kansas City Virginia Kentucky Herndon Louisville Washington Louisiana Bellevue, Olympia, Seattle, Baton Rouge, New Orleans Tacoma Wisconsin Kenosha, Milwaukee Specific city codes are available in select markets and are viewable when selecting DIDs (see order screen on previous page). © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 25 of 72
  26. 26. Step V: Summary The summary page outlines your order in detail. Your total, including shipping charges and subtracting the discount amount, will also be displayed on this page. Your available balance is also shown here. You may edit or delete your orders by clicking on the edit or delete buttons located at the right hand side of each order. Click Place another order to enter in a new order and go back to the first step of the ordering process or click Done to submit your order(s). © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 26 of 72
  27. 27. Customer Information By clicking on the fourth icon from the main menu, you will be taken to the page below, detailed with information regarding your existing customers. Name: This is the name of your customer ordered by last name Status: This displays the current status of your customer. • ACTIVE: customer account is currently active • SUSPENDED: customer account is currently suspended • CANCEL: customer account has been canceled Username: This is the username that you assign your customer that will be required to view their CDRs at www.voipcdr.com. Password: This is the password that you assign your customer that will be required to view their CDRs at www.voipcdr.com. Serial #: This displays the serial number of the equipment MAC: This displays the Mac Address Tracking #: This is the UPS tracking number. IS #: This displays the user identification for product DID: This displays the Direct Inward Dialing number Prod: This displays the type of product your customer owns Orig/$: This displays the original price of the products your customer purchased Balance: This displays any outstanding balance your customer owes Add/$: This field allows you to add additional prepaid usage for your customer Date: This is the date your customer purchased the product CDR: This button will allow you to view your customer’s detailed call records TT: This button will take you to the trouble ticket section where you can enter a new trouble ticket or view the status of an existing ticket Update: This button will allow you to update your customer’s record after you have made a change to one of the fields. Note: The CDR, TT, and Update buttons will not show until the order has been processed and the equipment has been shipped (if equipment was ordered). While your order is being processed, those buttons will be replaced by a note that reads “Requires Further Processing.” You will also have the option to search for a particular customer on this screen. You can enter the customer’s Friendly Name, which is the same as the Name field that is defined above, or the customer’s IS Number and click Search. This will allow you to view only the customer record that you are looking for. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 27 of 72
  28. 28. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 28 of 72
  29. 29. Trouble Ticket By clicking on the fourth icon from the main menu, you will be taken to the page below, which is a menu that allows you to submit a new ticket or view an existing ticket. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 29 of 72
  30. 30. If you click on View an existing trouble ticket you will be taken to a query page that requires that you fill in one of the fields below: Ticket #: Enter in the existing ticket number IS#: Enter in the existing IS number © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 30 of 72
  31. 31. Once you have entered in your search criteria, a results page will populate and will look like the page below. Clicking on the ticket number link will allow you to view the specific ticket. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 31 of 72
  32. 32. If you click on the second icon from the trouble ticket menu, you will be taken to the page below where you will be able to create a trouble ticket for one of your customers should they experience technical difficulties that you are unable to resolve. Below is an explanation of each of the fields on the ticket. Ticket Number: Do not enter anything in this field. It will be automatically populated after you click the “Submit” button at the bottom of the page to enter the ticket. <Add section about using it to look up tickets once that process is finalized> Status: Do not enter anything in this field. This field will show “New.” Opened: Do not enter anything in this field. The date will be automatically populated after you click on the “Submit” button at the bottom of the page to enter the ticket. IDB Account Number: Do not enter anything in this field. It will be populated with your account number automatically. Company Name: Do not enter anything in this field. It will be populated with your company name automatically. Reseller Name: This will be automatically populated with your information. Reseller Phone: This will be automatically populated with your information. Reseller Email This will be automatically populated with your information. Tech Contact: Do not enter anything into this field. It will be populated with the technical contact at your company automatically. Contact Phone: Do not enter anything into this field. It will be populated with the technical contact’s phone number automatically. Contact Email: Do not enter anything into this field. It will be populated with the technical contact’s email address automatically. Problem: Please choose from the drop-down menu to explain the problem that your customer is having. Scope of Problem: You may choose from a drop-down menu to give more detail on the problem that your customer is experiencing. Frequency: You may choose from a drop-down menu to indicate how many times your customer has experienced the problem if you have that information available. Called Country Name: You may choose the country that your customer was attempting to call when the trouble was experienced if you have that information available. Called Number: Please enter the telephone number that your customer called when the trouble was experienced if you have that information available. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 32 of 72
  33. 33. SIP UID: Please choose the customer’s account ID from the drop-down menu. SIP DID: Do not enter anything in this field. It will be automatically populated with the DID assigned to your customer after the SIP UID field has been populated. CPE: Do not enter anything in this field. It will be automatically populated with the type of equipment that your customer has after the SIP UID field has been populated. Serial Number: Do not enter anything in this field. It will be automatically populated with the serial number on your customer’s equipment after the SIP UID field has been populated. MAC Address: This field will be automatically populated with the MAC address on your customer’s equipment after the SIP UID field has been populated. Comments: You can enter in the specifics of the problem in the text area provided. Cause of Problem: Do not enter anything in this field. It will be populated by Primus technical support. Resolution: Do not enter anything in this field. It will be populated by Primus technical support. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 33 of 72
  34. 34. Chapter Three: End-User Online Management Tool • Getting Started • Benefits • Using the Online Tool © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 34 of 72
  35. 35. Online End-User Tool Benefits • View CDRs • View installation guide • View FAQs Getting Started The Online End-User Tool allows your customer to view their CDRs, installation guide and FAQs. Below you will see a screen shot of the login page for the Online End-User Tool. The website is located at http://www.voipcdr.com/. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 35 of 72
  36. 36. Once a username and password has been provided to your customer, they will enter that information on this page and click the Log In button. If they have forgotten their password, they may click on the Forget your password link. They will then be taken to the screen below where they are required to enter the following information to reset their password: Username: Enter your username in this field New Password: Enter your new password in this field Confirm New Password: Enter your new password again © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 36 of 72
  37. 37. Once they have logged in, they will see the page below displaying their call detail record. The three tabs that are displayed once they login are Installation, FAQ, and CDRs. CDRs This page shows the customer detail records. The following information can be found on this page: Terminating No: This displays the called number, prefixed by the country code This displays the current status of your customer Start Time: The date and time that the call started (in GMT) End Time: The date and time that the call ended (in GMT) Rate: The rate (in US$ per minute) that we are applying to the call Duration: The duration of the call (in seconds) Cost: The cost of the call (in US cents) Balance: This displays the credit left on the account © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 37 of 72
  38. 38. FAQ This page displays all of the frequently asked questions that your customer can access. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 38 of 72
  39. 39. Installation This will show your customer how to install the product that they received. The customer can click on the link next to the equipment that they received and view the installation guide for that particular type of equipment. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 39 of 72
  40. 40. Chapter Four: Provisioning • Available Hardware • Hardware Configuration • Hardware Distribution to the End User • Collecting and Reusing Equipment © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 40 of 72
  41. 41. Provisioning Provisioning is a key step is the sales process. General information about available hardware, hardware configuration and hardware distribution to the end user will be discussed throughout the following chapter. First, a list of available hardware that is approved for the Primus SIP network is displayed below. The installation manuals (see install guides for specific devices in chapters 7 and 8) will detail how to setup your customer’s VoIP device. Your customer may obtain the same installation information on the Online End-User Tool by clicking on the Installation tab (see page 34). Next, hardware configuration is discussed. This section highlights the importance of making sure all devices are provisioned properly so that they function correctly for your customer. Although all equipment is auto-configured, it is vital that the proper information is supplied to Primus if you provide your own equipment. The last section in this chapter outlines the process and potential methods of distributing the hardware to your end user. Available Hardware This is a list of the available hardware from Primus: • Primus Dual Line ATA with • Primus SIP Phone (see chapter Router and PSTN Bypass 11) (see chapter 10) • Primus SIP Phone (see chapter 11) © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 41 of 72
  42. 42. Hardware Configuration All Primus and customer supplied hardware is configured in the same manner. It is important to note that whether you purchase hardware from Primus or supply your own, it will be configured using the serial number and MAC address of the device. This auto- configuration process is done via a TFTP server. This process will configure the device as well as place vital account information on the device that will enable the SIP service. For this reason, if you are providing your own equipment you must be sure to populate accurate information into the online web management tool (See Step II – Equipment Information in the Place an Order section of Chapter 3 – Online Reseller Management Tool). Note: If you are providing your own equipment, it must be a Cisco 186. Cisco 186 ATA: Once you have IP connectivity from the Cisco 186 to any PC, you can perform the remaining configurations through the web server. Note: If you are unable to access the web server, make sure you can ping the Cisco 186 from the PC. If you are unable to ping the Cisco 186, confirm IP connectivity (configured IP address, subnet mask, and network route). To confirm that you are using the correct IP address, press 80# on the IVR. Make sure the configured IP address is the one you are using for web access. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 42 of 72
  43. 43. 1. From the PC, open a web browser and enter the following URL: http://<ipaddress_of_cisco186>/dev. 2. The following window appears: 3. Enter “1” in UseTftp 4. Enter “tftp.iprimus.net” in TftpURL 5. Click Apply to save your changes. The Device takes 10 seconds to reconfigure itself. 6. Click on the Reload link to refresh the page before you make any further changes. 7. If everything looks correct, close the web browser. If not, go back and apply the changes again. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 43 of 72
  44. 44. Hardware Distribution to the End User Whether Primus provides the SIP equipment or you provide your own, it is your responsibility to deliver the device and ultimately the service to the end user. There are several ways to do this: 1. Sell the service via your own website 2. Sell the service through advertising (i.e. newspaper ads, magazine ads, direct mail) 3. Sell the device with the service over the counter from a store or shop However you decide to sell, it is your responsibility to deliver the device and service to the end user and collect payment. Collecting and Reusing Equipment- NOTE: This section only applies to Cisco 186 devices If you do not sell the equipment to your customer, you will need to collect it once the customer terminates their VoIP service. Once you have collected the equipment, you may give it to another customer by taking the following steps: 1. Cancel the product that is associated with the used equipment by clicking on the Customer Information tab from the main menu of the Online Reseller Management Tool (see page 22 and 23 of this guide). The Reseller Customer List will be displayed and you may change the status of a customer account by selecting either “Active”, “Suspended”, or “Canceled” from the drop down menu located next to the customer name. Select “Canceled” and the service will be discontinued for that customer and the equipment will be ready to be given to another customer. 2. Go to the Place an Order tab from the main menu of the Online Reseller Management Tool (see pages 16-21 of this guide for a description of the online order process). 3. You will first select the product that the new customer should receive. Make sure to choose a product that has “Customer Provided Equipment” as part of the description. 4. You will then be prompted for the serial number and MAC address of the equipment. This is important, as it will enable a TFTP configuration of the equipment. 5. After the equipment information is entered, you will continue through the order process as you would normally, entering information about the configuration and DID (if applicable). © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 44 of 72
  45. 45. 6. Finally, you will receive a confirmation that your order has been placed and the piece of equipment will be ready to give to your new customer. Chapter Five: Billing • Payment Methods & Processing • Call Detail Records (CDRs) • Fraud © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 45 of 72
  46. 46. Billing This chapter is divided into three insightful subsections: Payment Methods and Processing, Call Detail Records (CDRs), and Fraud. The section begins with payment methods and processing, including currency information. Then the CDR subsection defines the different fields and the content of each field that can be found on each CDR. Finally, the last subsection examines fraud and fraud prevention. The Reseller must maintain a balance with Primus consisting of either: • Prepayment (deposit), or • Credit limit The Reseller’s Balance is either: • The unused portion of the prepayment (deposit), or • The unallocated portion of the credit limit The Reseller’s Balance is to be checked before each of the following operations: • Purchase of new prepaid or subscription product • Purchase of hardware • Recharge (top-up) of existing customer account balance • Anniversary date of existing subscription account If the Reseller has insufficient balance to cover the purchase/recharge/billing operation, that operation will fail and the Reseller will be notified. Notification will be provided to the Reseller when his balance falls below 25% of its initial value. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 46 of 72
  47. 47. Payment Methods and Processing Because the international payments are non-credit card payments requiring arrangements in every country in which Primus Telecommunications does business, we’ve developed a process to allow resellers to make payments in their domestic markets, providing integrated, transparent and secure solutions for world-wide cross-border collection of payments. Our service is supported by an extensive global banking network and infrastructure. Providing a variety of payment alternatives worldwide (direct debit, cheques, bank transfers, invoices, recurring payments) through one single interface, we enable resellers to pay locally for the services, in their language, currency and preferred payment method. Resellers save overall costs, simplify their international billing and overall fulfillment process. Current Reseller Methods of Payment The current methods of payment are a bank transfer from your local in-country bank via Global Collect, a wire transfer to Bank of America (USD only), a Western Union Wire Transfer (cash transactions only), and direct debit. Depending on which country you reside and do business in, we have partnered with GlobalCollect to allow you to go to your local bank with your account number and make a wire payment to Primus for the purpose of replenishing your balance. You may also wire funds directly to a Primus account at Bank of America by referencing your account number. This type of wire is limited to USD only since the account with Bank of America resides in the US. Please contact your salesperson for wiring details and instructions. Primus has also partnered with Western Union to allow wires to be sent. This option would be for cash only transactions. This option is useful if you are collecting cash from your prepaid end users deposit directly into your account with Primus. Finally, in some countries, direct debit is accepted. For resellers in those countries, you will be able to submit an online payment via the reseller tool. Please see page 15 for a complete listing of the countries that may make a payment via direct debit and how to do so using the online tool. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 47 of 72
  48. 48. Currency Information Note: This section applies to global collect specifically. All local currency deposited with GlobalCollect will be converted and displayed online in one of four currencies of your choice. The four currencies available are USD, EUR, GBP and YEN. If you are making deposits via Western Union, all fund will be converted to USD and then re-converted and displayed in the currency of your choice should it be something other than USD. The same applies for Bank of America transactions. GlobalCollect Default GlobalCollect default refers to countries and currencies selected when no LBA (local bank association) is available and applies to those services where conversion may be appropriate, i.e. Invoicecollect and WebCollect; for those services selection applies to all payment methods and products; the selections made are based on the knowledge available with the objective to minimize costs involved in processing the transaction based on this information (see: countries and monetary unions) the GlobalCollect default is: for CFA-zone (XAF, XOF), CPF-zone (XPF) and some FR EUR additional former French colonies DE EUR for Eastern Europe and former Soviet Union PT EUR for some former Portuguese colonies GB GBP for some former British colonies for the XCD-group, the rest of the Americas, Indian Peninsula and US USD Eastern, Western Africa, Libya and for Arab Peninsula and other countries in Near and Middle East SG SGD for most of Asia and Indonesian Archipelago AU AUD for some islands in the Pacific ZA ZAR for Southern Africa For all countries with a Regular Currency but without LBA, the local currency account is default. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 48 of 72
  49. 49. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 49 of 72
  50. 50. Call Detail Records (CDRs) CDRs will be displayed online under each specific IS# for all of your customer accounts. Additionally, your customers will be able to log in to a generic website to view their own personal usage and account balance. The CDR’s will appear in the following format: Field Content Terminating No. The called number, prefixed by the country code Start Time The date and time that the call started (in GMT) End Time The date and time that the call ended (in GMT) Rate The rate (in US$ per minute) that we are applying to the call Duration The duration of the call (in seconds) Cost The cost of this call (in US cents) © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 50 of 72
  51. 51. Fraud Real-Time Fraud Management Primus monitors its SIP network in real time to identify instances in which a customer’s actual usage varies from their expected usage in a manner that suggests fraudulent activity. Primus analyzes traffic by customer, based on their usage profile, user-defined thresholds, user-defined custom rules, custom rules and by network based on specific originating and terminating numbers. If network traffic or calls from an individual billing entity or customers exceed expected usage levels along one or more of a number of metrics, a violation is generated. Violations are presented to case analysts for investigation and further action via a desktop case management application in conjunction with the reseller. Primus can also alert resellers to potential fraud via email. At the reseller’s option, Primus can disable compromised billing entities directly in the SIP platform. In addition to interrogating each CDR to identify potential fraud, Primus also builds a real- time CDR Warehouse, containing key information from each call record. This warehouse can be used to quickly and easily research cases of potential fraud, as well as document fraudulent usage for reporting purposes and law enforcement. Fraud is rare in single line units and occurs when unauthorized users have access to the SIP device. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 51 of 72
  52. 52. Chapter Six: Customer Service • Primus Service Delivery • Online Trouble Ticket • Trouble Shooting • Primus Technical Support © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 52 of 72
  53. 53. Customer Service Should your customers have any difficulties utilizing their VoIP service, they will contact you for assistance. You will be responsible for providing first level technical support and customer service for your customers. The information provided in this guide should answer many questions regarding to the installation of the service, however, we realize that situations may arise in which you will require Primus support. Below is the contact information for Primus Service Delivery, Troubleshooting and Technical Support. Note: These customer service numbers are intended to assist resellers. They are not to be published to end-users. We are unable to support end-user calls. Primus Service Delivery 1-703-394-5762 or 1-888-782-3589 (if in the US) primusprovisioning@primustel.com If you have not received your Primus VoIP equipment, please call one of the numbers above or send an email to the address above. Primus Service Delivery will track your order and determine where your equipment is in the shipping process. Online Trouble Ticket You have the ability to submit a ticket online using the Reseller Online Tool. (Please see chapter 3) Troubleshooting The following outlined steps should be taken prior to entering trouble tickets or calling technical support. Fast-busy signal 1. Confirm that you are dialing the correct number: US: 1+ area code+ phone number International: country code + phone number 2. If you place a call and receive a fast-busy tone, one possible cause may be the party you called is not available. Try your call again later. No dial tone 1. Confirm the telephone line is plugged into phone port 1 on the VoIP device. 2. Confirm the Ethernet link light at the back/front of the VoIP device is active. Phone does not ring 1. Confirm that the phone is plugged into phone port 1 on the VoIP device. 2. Confirm that the ringer on your phone is set to the proper volume. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 53 of 72
  54. 54. Fax transfer interrupted 1. Confirm that the fax speed is set not to exceed 9600 baud. 2. Confirm Internet connectivity. 3. Confirm that the fax is directly connected to VoIP device. Miscellaneous o If you do not see the green activity button flashing after you connect the Ethernet cable, check the power cord and the uplink Ethernet connection. o If the function button on top of the VoIP device continues to blink after power up, check the Ethernet connection. Do not unplug the power cord. o Why do I have a flashing red light on top/front of my VoIP device? o If your light is flashing very fast it is because your VoIP device is resetting. High speed Internet connection using a USB Port You will need to convert you high-speed Internet connection from USB to Ethernet in order to use Primus’ service. If your computer does not already have an Ethernet card, you can purchase a USB to Ethernet Converter to connect you computer to the Internet via routers. Reseller SIP Device Troubleshooting Guide In order to provide detailed trouble ticket information, the following questions may assist you. For Level I Support Section 1: Customer problem Section 2: Hardware/LED confirmation Section 3: Initial setup confirmation Section 4: Network design confirmation SECTION 1: Capture the customer problem in detail • Confirm the exact nature of the customer problem:  Do they have dial tone?  Do they have dial tone but fail all calls?  Fast busy failure? • Dead air? • Recording? o Have they ever completed any calls with this particular SIP device? o Do they complete but with poor line quality?  Static © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 54 of 72
  55. 55.  Echo  Clipped speech  Low volume o Do they fail intermittently to that destination?  Have they tried any other destination?  Do other destinations work, just not this one? o Do they experience one-way audio? Which end can hear, which cannot? o Does the device have a DID associated for inbound calling?  Do calls outbound work but not inbound?  Do inbound calls only work?  Do calls fail both inbound and outbound? SECTION 2: Confirm hardware and LED’s • The physical hardware and cables/connections should next be checked: o Is the device a Primus supported device (not something the customer bought separately or downloaded)? o Does the device appear outwardly undamaged? o Is the originally shipped power supply being used? If not, what is the voltage of the power supply in use? o Is the phone/handset (if separate from the SIP device) analog? o Is the phone plugged into the correct port (not the network port)? o Is the network cable plugged into the correct jack on the SIP device? o Are all cables seated snugly in their ports, including the power cable? o Are all cables in good working order? Swap with a known good cable if one looks suspect (take a cable already in use, such as one from the network to a computer) o What LED’s are illuminated on the SIP device? (Not all will apply to all devices)  Activity/link (Ethernet) light?  Power light?  IP config/IVR light?  WAN light  Line 1 or line 2 light?  Solid lights/slow blinking/fast blinking? SECTION 3: Confirm initial out-of-box setup was done properly • The following initial steps should always be followed. Determine from the end user (hereafter EU) that he/she has followed these steps: o Place your SIP device near an electrical outlet. Do not connect power yet. o Connect your Touch-tone phone to the RJ-11 phone jack on the SIP device. (Please note: Never connect the SIP device directly to a wall jack or Telecommunications (PSTN) network. o Connect any second Touch-tone phone (This is optional, if you are setting up a second line.) to the 2nd phone jack on the SIP device if available. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 55 of 72
  56. 56. o Connect your Ethernet cable from an available Ethernet port to the “10BaseT” or “Ethernet” jack on the SIP device o Connect Power to the device o If the order above was not followed (power was connected to SIP device before network cable and phone cable) have the EU disconnect all elements (including unplugging power cable), wait 20 seconds, then reconnect in proper sequence. SECTION 4: Confirm customer circuit design (network layout) • Go over the physical layout of the SME or home network: o What kind of IP network do they have? It must be DHCP enabled:  To find out, have them check the ipconfig of a PC on the same network segment to see if it is DHCP enabled. o What equipment is between the SIP device and the broadband device (DSL/ cable modem, etc) they are using for Internet access?  Router  Firewall  Hub  Switch o What are the brands associated with this equipment (kind of router, etc)? o Does the customer know, or have an administrator who knows the configuration of this equipment?  Will it allow UDP traffic?  Will it allow RTP traffic? If you still experience difficulties after reviewing the above troubleshooting steps, feel free to contact Primus Technical Support. Primus Technical Support 1-703-748-8084 or 1-866-762-1893 (if in the US) © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 56 of 72
  57. 57. Chapter Seven: Primus Dual Line ATA with Router and PSTN Bypass • Hardware Specs • Installation © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 57 of 72
  58. 58. Primus Dual Line ATA with Router and PSTN Bypass Hardware Specifications Call Control Protocols Compliance MGCP, SIP, H.323 Voice Compression G.711μ, G.729a, G.723 Bandwidth Management Voice Activity Detection (VAD), Comfort Noise Generation (CNG) Analog Voice Ports Type: Loop-Start FXS interfaces, Echo Cancellation: G.168 Fax Support T.30: Auto Switch, T.38: No Auto Switch WAN: 10/100Base-TX Fast Ethernet port Ethernet Ports LAN: 10/100Base-TX Fast Ethernet port Type of Service (TOS) supported Quality of Service Internal voice & data priority queue supported TCP/IP, ICMP, ARP, UDP, TFTP, RTP, RTCP, HTTP, Telnet Network Protocols SNMP, PPPoE Client, DHCP Client Web-based configuration software, TFTP firmware upgrade and Network Management configuration back and restore, TELNET server for remote management Security Password protected system management terminal LEDs Ethernet LAN: 10/100M, Link/Activity, WAN: 10/100M, Link/Activity, VoIP Ready, LINE1: Activity, LINE2: Activity, Power WAN: One 10/100BASE-TX Fast Ethernet port, LAN: One 10/100BASE-TX Number of Ports Fast Ethernet port, PHONE: Two loop-start FXS RJ-11 ports LINE: PSTN Loop through backup for power outage, POWER Power Supply Output voltage: 16VAC/1.1A Operating Temperature 0°C ~ 40°C Storage Temperature -10°C ~ 70°C Operating Humidity 10% ~ 90%, non-condensing Storage Humidity 5% ~ 95%, non-condensing Dimensions 190 (W) x 130 (D) x 30 (H) mm Weight 335.45g EMI FCC Part 15 Class B Safety CSA International (UL 60950 3rd, EN 60950, IEC 60950 3rd) © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 58 of 72
  59. 59. Installation Manual VoIP Device First Time Installation Manual Before you can make and receive calls on your new VoIP device, it must first be configured for your home network. The following steps will help you complete this final configuration and allow you to make phone calls. Package Contents Before setting up your VoIP device, please ensure that the package you have received is complete. The following items are included in your VoIP device Kit: • x1 VoIP Device • x1 Straight-Through Network Cable • x1 Cross-Over Network Cable • x2 Telephone Cables © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 59 of 72
  60. 60. Connecting your VoIP device directly to your Cable/DSL Modem 1. Connect the Purple Network Cable into the port labeled WAN and plug the other end into your Cable/DSL Modem 2. Connect one of the Beige Telephone Cables into the Telco wall plug 3. Connect your telephone into the port labeled PHONE1 4. Connect your secondary telephone into the port labeled PHONE2 Note: For use of the second phone port, please ensure that you have subscribed to a secondary telephone number. 5. Connect the Green Network Cable from your computer or network router/firewall into the port labeled ENET 6. Plug the Power Adapter into the wall outlet and connect the port labeled PWR © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 60 of 72
  61. 61. Connecting your VoIP device to Your Network Behind a Firewall or Router 1. Connect the Green Network Cable into the port labeled WAN and plug the other end into your Cable/DSL Modem 2. Connect one of the Beige Telephone Cables into the Telco wall plug 3. Connect your telephone into the port labeled PHONE1 4. Connect your secondary telephone into the port labeled PHONE2 Note: For use of the second phone port, please ensure that you have subscribed to a secondary telephone number. 5. Plug the Power Adapter into the wall outlet and connect the port labeled PWR © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 61 of 72
  62. 62. Chapter Eight: Primus SIP Phone • Hardware Specs • Installation © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 62 of 72
  63. 63. Primus SIP Phone Hardware Specifications Primus SIP Phone: Model Primus SIP Phone LAN interface 2xRJ45 10Base-T 25-button keypad Phone Case 12-digit caller ID LCD Input: 100-240VAC Universal Switching Output: +5VDC, 400mA, UL Power Adaptor certified 18cm (W) Dimension 22cm (D) 6.5cm (H) Weight 2 lbs (0.9 kg) 32 - 104oF Operating Temperature 0 - 40oC 10% - 95% Humidity (non-condensing) Compliance FCC/CE © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 63 of 72
  64. 64. Primus SIP Phone 1. The Primus VOIP package should include: a. VOIP Device (Primus SIP Phone) b. 5 Volt power adapter c. Power cord d. 5’ Ethernet Cable, straight through 2. You will need the following additional items: a. Standard Ethernet cable if the provided cable is not long enough for your setup (if connecting to a router or PC, you may need a crossover cable). b. Access to an IP network. Your existing connection must be a broadband connection. 3. You will need to install the device as follows: a. Place your VOIP device near an electrical outlet. Do not connect power yet. b. Connect your Ethernet cable from an available Ethernet port to the “LAN” jack on the back of the VOIP device. c. Connect the Ethernet cable from your computer to the “PC” jack on the back of the VOIP device (if you have an open port on an existing hub, use it for your computer instead). d. Connect power to the VOIP device. Figure 1 Cabling the Primus VOIP Device 4. You are now ready to make calls with Primus VOIP service. Please note the dialing procedure is Country Code and Number: (e.g. USA: Country Code (1)+Area Code+Number; International: Country Code+Number). The call will not complete if an international prefix is dialed prior to the country code: (e.g from US: “011” or from International: “00”). The above dialing instructions also apply for local calls via Primus VOIP. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 64 of 72
  65. 65. Chapter Nine: Frequently Asked Questions © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 65 of 72
  66. 66. FAQ 1. Can my customers call each other with this service? Yes, a Primus VoIP customer can call another Primus VoIP customer provided that each customer has been assigned a DID number. The calls between those customers can either be rated or unrated based on the product definition. 2. Can I buy my own equipment from a company other than Primus? Yes, you may use your own equipment as long as the equipment is approved by Primus. 3. Do I configure my own Primus provided equipment? Primus will ship your equipment to you preconfigured. 4. If I purchase my own equipment, is there a way to auto-configure? Yes, you will need to provide us with the serial number and MAC address of the SIP device and we will auto-configure via a TFTP server. 5. What should I do if my customers have problems during the install of the …..equipment? First, refer to the equipment install diagrams located in the reseller guide. You may also refer to the troubleshooting section of the reseller guide. Finally, you can enter a trouble ticket using the reseller web tool or you may call our technical support staff at 1-703-748-8084 or 1-866-762-1893 (if calling from the US). 6. How long will it take to receive the equipment after the order has been placed? It should take approximately 5 to 10 business days to receive your equipment depending on your locale. 7. What should I do if I do not receive the equipment? You may contact Primus Service Delivery at 1-703-748-8084 or 1-888-782-3589 (if calling from the US) or by email at primusprovisioning@primustel.com. 8. Can I be logged into my reseller web tool from multiple locations? Yes, however, your total balance will be decremented real-time from all locations. 9. Can I order international DIDs? Yes, international DIDs are displayed on page 20. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 66 of 72
  67. 67. 10. How do I have new products created? Talk to your salesperson/account manager. They can then submit a request to Primus. 11. How quickly can I expect a technical issue to be resolved once I have put in a trouble ticket? On average, a technical issue should be resolved within 2 to 4 hours depending on the severity of the issue. 12. How can I get a more detailed status on a trouble ticket that I have opened online? You may contact our technical support staff at 1-703-748-8084 or 1-866-762-1893 (if calling from the US). 13. How do I pay Primus? Primus has a variety of payment methods including bank transfer from your local in-country bank via GlobalCollect and international wire transfer to Bank of America or via a Western Union wire transfer. 14. How often can I replenish my account? As many times as you would like based on your available balance and projected spending on new accounts. 15. What happens if there is a discrepancy between what I have prepaid Primus and what my balance shows on the web tool? You should allow 24 hours for your payment to post and the online tool to display the correct balance. If after 24 hours there is still a discrepancy in the balance, please contact technical support at 1-703-748-8084 or 1-866-762-1893 (if calling from the US). © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 67 of 72
  68. 68. Chapter Ten: Glossary © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 68 of 72
  69. 69. Glossary ANI Automatic Number Identification. A service that tells the recipient of a telephone call the telephone number of the person making the call. This number can be passed to computer equipment to automatically retrieve associated information about the caller, i.e. account status, billing records, etc. Billing System A system that provides accounting and billing information based on the data supplied by a gateway or gatekeeper. CDR Call Detail Record. A detailed record of call details. Codec Voice encoding/decoding mechanism. Codecs are used to compress the voice signal into data packets. Each codec has different bandwidth requirements. The most popular codecs are: G.729, G.729A, G.723.1, G711A-Law, and G.711mU-Law. Dial peer Addressable call endpoint. There are two different kinds of dial peers: POTS dial peers and VoIP dial peers. A POTS dial peer contains the parameters to connect to legacy telephone networks. A VoIP dial peer is configured for connecting to a VoIP device. DHCP Dynamic Host Configuration Protocol. A protocol that provides a means to dynamically allocate IP addresses to computers on a local area network. DID Direct Inward Dialing. A service offered by telephone companies which allows the last 3 or 4 digits of a phone number to be transmitted to the destination exchange. FTP File Transfer Protocol. A communications protocol governing the transfer of files from one computer to another over a network. Gateway A gateway is basically a protocol converter, i.e. a network point that connects networks using different protocols so that data can be exchanged seamlessly between endpoints. For example, a POTS-to-VoIP Gateway connects PSTNs and packet-switched networks, translating the media into IP packets, so that "legacy" telephony becomes Voice-over-IP. H.323 The ITU standard for real-time voice, video and data communication over packet-based networks such as the Internet. H.323 addresses problems inherent to packet-switched networks such as packet delay and packet loss on LANs, corporate intranets, and the © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 69 of 72
  70. 70. Internet. IP Internet Protocol. One of a large family of specifications that define the transmission of information over data networks. It tracks the Internet addresses of nodes, routes outgoing messages, and recognizes incoming messages. IP PBX IP PBX is a customer premises telephone system that manages telephones in the enterprise and acts as the gateway to external networks. Unlike a conventional PBX that requires two separate networks, one each for data and voice, an IP PBX is based on converged networks that enable true one-wire to the desktop connection. An IP PBX can be used with IP phones, softphones and traditional phones connected to Ethernet adapters (ATA) or PCs. IP telephony (Internet Protocol telephony, also known as Voice over IP Telephony) A general term for the technologies that use the Internet Protocol's packet-switched connections to exchange voice, fax, and other forms of information that have traditionally been carried over the dedicated circuit-switched connections of the public switched telephone network (PSTN). The basic steps involved in originating an IP Telephony call are conversion of the analog voice signal to digital format and compression/translation of the signal into Internet protocol (IP) packets for transmission over the Internet or other packet-switched networks; the process is reversed at the receiving end. The terms IP Telephony and Internet Telephony are often used to mean the same; however, they are not 100 per cent interchangeable, since Internet is only a subcase of packet-switched networks. For users who have free or fixed-price Internet access, IP Telephony software essentially provides free telephone calls anywhere in the world. However, the challenge of IP Telephony is maintaining the quality of service expected by subscribers. Session border controllers resolve this issue by providing quality assurance comparable to legacy telephone systems. Internet Telephony Communications services that use the Internet to initiate, process and receive voice, fax and other forms of information. Internet Telephony is an example of IP Telephony and is often used in the sense of IP Telephony. However, these terms are not 100 per cent interchangeable, since Internet is only a subcase of packet-switched networks. MAC Address Media Access Control Address. It is a hardware address that uniquely identifies each node of a network. In IEEE 802 networks, the Data Link Control (DLC) layer of the OSI Reference Model is divided into two sublayers: the Logical Link Control (LLC) layer and the Media Access Control (MAC) layer. The MAC layer interfaces directly with the network media. Consequently, each different type of network media requires a different MAC layer. NAT Network Address Translation. A hardware device currently being developed and used to extend the Internet addresses already in use. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 70 of 72
  71. 71. PBX Private Branch eXchange. An in-house telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network. PSTN Public Switched Telephone Network. The worldwide voice telephone network that traditionally routes voice calls from one location to another. SIP Session Initiation Protocol. An ASCII-based protocol that provides telephony services similar to H.323, but is less complex and uses less resources. It creates, modifies, and terminates sessions with one or more participants. Such sessions include Internet telephony and multimedia conferences. SIP is a request-response protocol, dealing with requests from clients and responses from servers. Softswitch (Also referred to as media gateway controller or call agent). The generic name for a new approach to telephony switching that has evolved to enable transporting voice traffic over packet-switched networks. At the most basic level, a softswitch is defined as media gateway controller software that provides call control and resource management for a media gateway. Call control relates to the setup and termination of calls, including call routing. A softswitch also provides call authentication and authorization, and accounting services by accessing information available in an existing Signaling System 7 (SS7) network. The advancements of VoIP technology triggered the creation of a more specialized yet feature-rich application to enable efficient and secure peering of IP networks, known as the session border controller (SBC). While the main function of an SBC is control of traffic interchange between IP networks, a softswitch ensures communication with the Signaling System 7 (SS7) network, thus controlling exchange of voice and data between PSTN and packet-switched networks. In addition to call control and resource management, there are other requirements of softswitches that to a large extent overlap with the SBC features: • Media independence - Softswitches must be agnostic in regards to the network (such as ATM, IP and TDM). • Interoperability - Softswitches must work with other softswitches and media gateways from multiple vendors. • Reliability - Softswitches must be reliable to carrier standards. • Support for multiple signaling and control protocols - Softswitches must support emerging and established standards. • Scalability - Softswitches must meet carrier network requirements, supporting thousands of call attempts, also known as Busy Hour Call Attempts and simultaneous calls. • Open application interfaces - Softswitches must support third-party software applications and services. The terms softswitch and session border controller are interchangeable in some cases; however, the softswitch is usually a more general term implying greater functionality. The softswitch is sometimes called a media gateway controller or a call agent. Media gateway controller is a term growing out of the first efforts to standardize the control of media © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 71 of 72
  72. 72. gateways using the media gateway control protocol (MGCP). Call agent is a highly generic term that attempts to describe all systems that handle call-control functions. TFTP Trivial File Transfer Protocol. TFTP is a simple form of the File Transfer Protocol (FTP). TFTP uses the User Datagram Protocol (UDP) and provides no security features. It is often used by servers to boot diskless workstations, X-terminals and routers. VOIP Voice over IP. The capability to carry normal telephony-style voice over an IP-based Internet or data links with POTS-like functionality, reliability, and voice quality. VoIP enables a router to carry voice traffic (for example, telephone calls and faxes) over an IP network. In VoIP, the DSP segments the voice signal into frames, which then are coupled in groups of two and stored in voice packets. These voice packets are transported using IP in compliance with ITU-T specification - H.323, SIP, MGCP. © 2003-2004 Primus Telecommunications Inc. All Rights Reserved Page 72 of 72

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