1. Quality Assurance
Star2Star Communications
Account Services
by
Paula Dodd Director, Process QA
Margaret Burch, Angel Rodriguez, Sandra
Hernandez, and Mae Isaacson – QA Team

2. QA Team

3. Quality Assurance (QA)
• Quality Assurance (QA) is a systematic process adding detail-
oriented support to each order, ensuring a smooth movement
through our workflow.
• QA increases customer confidence and Star2Star’s credibility
by improving work processes and efficiency.
• SLA 15 – 20 minutes to process new orders by QA team once
the order has been received by Order Commencement.

4. QA1 Check Post OC
• QC
• Order Tracking
• DealTrack
• Master Ticket- Zendesk Ticketing System

5. QC –Reseller Information Tab
• Channel Reseller Name
• Address
• Contact Information
• Account Representative

6. Customer Details
• Customer Type
• Order Type
• Site Type; Single Site, Multi-Location
• Customer / Location Name
• Customer Address
• Shipping to Customer/Reseller

7. Basic Configuration Tab
• S2S Partner Services or Reseller
• Installation
• Configuration
• Training
• Porting

8. Comparison Tab
• System Type
• StarSystem
• StarSIP
• Confirm Partner Services Allocated Charges
• Installation
• Training
• Configuration
• Provisioning (Porting)

9. Quote Tab
• Equipment Compatibility
• Phones
• Switches
• ATAs
• Power Supplies (Volts)
• Software User Licenses

10. SIP Equipment Check
• No Phones
• ATAs
• 232D FAX Only
• SPA8000 Voice Only SIP to POTS
• PRI Adaptors
• Adtran 908
• Adtran 908e

11. Order Tracking
• Order Type – New /Add On
• Customer Type – New / Existing
• Green Dates / Blue Dates
• Monthly Service Deposits
• SNA Results
• Pass
• Fail

12. DealTrack
• Pre-Qualifications
• SNA
• Porting
• Number
• Circuits (StarBand)

13. Zendesk Ticketing System
• Master Ticket
• Customer Name Location
• QC link
• Billing Link
• Reseller Contact Information
• Expedite
-Who’s paying the additional shipping
• Notes- Please get order out as soon as
possible

14. QA1 Complete
• QA team assigns the Master Ticket to the appropriate
Account Service’s Team
• Once a ship ticket is created, the Account Specialist processes
the order back to the QA team for QA 2

15. QA2 Post Shipping
• QC
• Service Desk (SD) Shipping Ticket
• Portal Check
• Framework
• AddOn Manager
• E911Configuration
• E911 Service Provider
• SIP
• DealTrack
• Master Ticket

16. QC Changes
• Confirm QC changes/Updates recorded
• Order Tracking Page
• Monthly Service Deposits Paid
• Service Sent to Shipping Date Recorded

17. (SD) Shipping Ticket
• Customer Name and Location Name Match
• CR and or SIP Documented in Ticket
• Ship Ticket Status
• Open
• Accepted
• Hold
• Shipped

18. (SD) Shipping Ticket cont.
• Customer Address
• Reseller Contact Information
• Email
• Phone Number
• QC Link

19. Portal Check
• Framework
• Software
• StarFax Personal
• StarScope2
• StarChat
• StarVideo
• Free Starlets downloads ✔

20. ADDON Manager

21. E911 Zone Configuration

22. E911 Service Provider
• Confirm DID is listed with our Service Provider
• DID Check
• Address Check
• CNAM (Caller ID)

23. DealTrack
• Circuit (StarBand) Status Check
• PreQual Completed
• Circuit Pass
• Circuit Ordered
• Carrier Installing Circuit
• Circuit Installed

24. Master Ticket
• Child Tickets
• Communications Child Ticket
• Porting/Number Child Ticket
• Project Porting Ticket
• SNA Child Ticket
• Circuit (StarBand)Ticket
• SLA 24-48 Hours
• QA team processes the order back to AS to prepare the deal for Installation.
QA2 Complete

25. QA3 Post Install Check
• Updates & Changes
• Documentation
• Order Tracking
• Install Dates
• Zendesk Install
• SNA Completion Date
• DealTrack
• FOC
• LOAs
• SLA 24-48 Hours
• QA processes order back to AS

26. QA4 Check Post Porting
• Port Complete
• Primary DID E911
• Temporary DID
• Final Review
• Service Desk
• Zendesk
• Outstanding Tech Support Issues
• SLA 24-48 Hours
• QA4 complete, QA team solves ticket.

27. ADDON Orders
• 48 hours process to ship
• Addon orders after shipment QA2.

28. THANK YOU
Questions?