Customer Portal FAQs

How do I disable a User account for an employee who should no longer have access or has left the company?

You can completely block a user's ability to log in by:

1. From your dashboard, click User Management.

2. Click the User tab.

3. Search the Name column if necessary.

4. Once you identify the user you want to disable, in the Actions column, from the menu, click Disable User, and then click GO.

Note: The user can no longer log in but remains visible so actions they previously performed remain attached to their account, for auditing and reporting purposes.

What does it mean to Approve Partner Access?

• If you have a relationship with a partner, you will be asked to approve this partner's access to your account.

• In the left sidebar, click Partner Access to turn access on or off.

• By adding or removing services and packages to the partner's role, you can control what they can create, update, or delete.

What is the difference between a Contact and a User?

• A User is a person who can log in and use the Portal (for example, order trunks or access billing invoices), while a Contact is a person who will be contacted or notified for various reasons or events (for example, network maintenance planned).

• A User has a username, while a Contact must provide a phone number.

• Multiple people can be assigned as Contacts, while usernames are unique.

• You may want to assign a User as a Contact for certain events, or you may want a Contact to be someone who is not a User (for example, technical personnel who may not need Portal access).

How do I control users' access?

1. You need to create a customized Role that you can assign to users.

2. From your dashboard, in the left sidebar, click User Management.

3. At the top of the page for User Management, click the Roles tab.

4. Click Create New Role.

5. Enter a role name.

6. Add users.

7. Add services. You can customize the access for each service and add or remove services for this specific role.

Note: You can also limit the package that users of the role can access. This allows flexibility to control what your users can access.

8. Click Save.

9. Return to the Users tab to add users to this role.

What is a Role?

• A Role is a pre-defined set of permissions assigned to Users (e.g. Administrator). If permissions for a Role are changed, all users assigned to that Role are affected.

• You can manage Roles on the User Management page on the Roles tab.

Why can't I remove a Contact Type for a User/Contact?

• Once assigned to a User/Contact, a Contact Type must always be assigned to at least one User/Contact.

• If you are trying to remove a Contact Type from the only User/Contact assigned to that Contact Type, you are prevented from doing so.

• Before attempting to remove a Contact Type from the single Contact, assign the Contact Type to someone else.

What is a Package?

A package is a container for your trunks and numbers. For more information, check out the following based on Billing Type.

For Bundle Customers:

• Each package contains one primary trunk and an additional redundant trunk. These trunks have a routing policy, meaning that traffic is routed to the primary trunk unless there is network failure. In case of failure, traffic is routed to your redundant trunk.

• All numbers within a package follow that policy.

• You can have multiple packages, each with their own Primary Trunk and Optional Redundant Trunk. You may want different packages according to, for example, different geographical locations.

For Usage Customers:

• Each package contains a routing profile. All numbers assigned to this package follow that routing profile.

• If you choose to have multiple routing profiles, you need a different package for each routing profile. Only one routing profile is required; more profiles are optional.

Why don't I have the My Applications tab?

• If any of your existing trunks can support these new features, then you see a new My Applications tab on the left-hand side below your existing services.

• If this tab is not present, your existing trunks needs to be transitioned to the upgraded interconnection point into IntelePeer's network.

• If you have multiple trunks, but not all of them have been migrated, then these new features are only available on the migrated trunks.

How do I order a new Toll-Free number?

1. On your dashboard, choose the package you want to contain the new number.

2. In the Toll-Free Numbers section, click +Add.

3. Select the number you will need: New Number, including Vanity Number requests.

4. If needed, an optional service includes providing the Directory Listing information. Include Business Name (or First or Last Name) and address you want associated with the TF number. Adding this feature may incur a cost.

5. Specify quantity of numbers.

6. Choose the Area of Service.

7. Click Submit Order. You receive notification your order has been placed.

Note: Keep this email so you can reference the order should you need assistance.

How do I disconnect a Toll-Free Telephone Number?

1. On your dashboard, select the package for the affected number.

2. Click Manage.

3. Check the box next to the number or numbers you want to select.

4. From the Select an Action menu, click Disconnect Number.

5. Choose a reason for disconnecting and click GO.

How do I transfer or port a Toll-Free (TF) number to IntelePeer?

1. On your dashboard, select the appropriate package.

2. From the Toll-Free Numbers section, click +Add.

3. Under Order Type, click the Ported Numbers option.

4. Add numbers to the Port Numbers field. Place each number on its own line without commas or dashes. The quantity field automatically populates based on the quantity of numbers you have provided.

5. If needed, provide the Directory Listing information. Include Business Name (or First or Last Name) and address you want associated with the TF Number. Adding this feature may incur a cost.

6. Enter the Billing Number associated with the ported numbers.

7. Choose the Area of Service for the Ported Numbers.

8. If desired, add notes or special instructions.

9. Click Submit Order. You receive a notification asking you to complete Form A via the Portal.

10. Click Complete. You need to print Form A. Add your signature and scan and save Form A. Upload the signed copy to the IntelePeer Customer Portal.

11. Once Form A is uploaded, you receive notification your order has been placed.

Note: Keep this email so you can reference the Order and Batch ID should you need assistance.

How do I use the Portal to see what Toll-Free Numbers I have from IntelePeer?

1. On your dashboard, click Inventory.

2. At the top of the page, click the Toll-Free Numbers tab.

3. Visit Number Management in the Portal.

4. Click the Toll-Free or other tabs.

5. Use the Search features to find numbers. You can search by specific criteria. If you leave the search criteria blank, you'll see all your numbers.

6. Once you have completed your search, you can download the information as a .csv file.

What are Switched Number Translations?

Switched Number Translation is a function that translates a dialed telephone number into another number that is used to either replace the original dialed number with an Alias DNIS number or used to dial another called party number, which terminates the call.

What Switched Services are available?

Switched Services provide unconditional call forwarding, Alias DNIS, or number failover to be added to US Domestic numbers or Toll-Free numbers.

How do I add Switched Services to my numbers?

Switched services can be added to US Domestic numbers or Toll-Free numbers using the Switched Number Translations application available on the My Applications tab.

If you do not see the My Applications tab on your dashboard, check with your Portal Administrator to ensure that the service has been added to your Role.

For further questions, click Contact Us for help.

What is Call Forwarding?

Call Forwarding unconditionally redirects telephone calls to another destination, which may be a mobile telephone, voicemail box, or another telephone number where the desired called party is available.

What is Alias (DNIS)?

Dialed Number Identification Service (DNIS) is used to identify the number that was dialed. Depending on your custom dial plan requirements, you may choose to change the DNIS to an alias number that is associated with a phone extension or group of extensions.

• Call centers may use an Alias DNIS number to direct callers to a particular operator group based on the dialed number.

• Call centers that answer calls for many different customers might also use an Alias DNIS number to display the name of the company that was dialed so the customer support representative knows how to answer the phone.

• An Interactive Voice Response (IVR) application may use an Alias DNIS number to direct callers to a specific sub-menu rather than having them drill down a menu hierarchy.

How will I be billed for Switched Services?

Switched services are billed based on your contracted rates for usage. Refer to your IntelePeer Solution Summary to view your rates.

What is Failover?

In the event the US Domestic Number (DID) or Toll-Free Number is not available, a failover number can be configured, which conditionally redirects telephone calls to another destination. That destination may be a mobile telephone, voicemail box, or another telephone number where the desired called party is available.

How do I block calls from a payphone or prison to my Toll-Free number?

This feature can be added when ordering new numbers, porting numbers, or can be added to existing numbers in your inventory.

Note: When ordering new numbers or porting numbers, under the Add Additional Services section, on the Number Order form, click Payphone & Prison Call Blocking.

If the desired number is already in your inventory:

1. On your dashboard, click Manage to access the Manage Toll-Free tab.

2. Click the check box next to the desired number.

3. From the Select an Action menu, click Payphone/Prison Blocking: Add and click OK.

How do I order a new number?

1. On your dashboard, choose the package that you want to contain the new number.

2. In the US Domestic Numbers section, click +Add.

3. Enter the Service and Billing Address.

4. Specify Quantity of Numbers.

5. From the menu, select your desired Area Code.

6. Choose any appropriate options: Caller ID, Directory Listing, E911 Service.

7. Click Submit Order. You receive notification your order has been placed.

Note: Keep this email, so you can reference the order should you need assistance.

How do I transfer or port a number?

1. On your dashboard, select the package where you want to assign the number or numbers.

2. Click +Add for the type of number you are porting: US Domestic, Toll-Free, or International.

3. For Order Type, select Move/Port Current Numbers.

4. Add Service/Billing Address.

5. Under Provide the Port Information, include the required Current Carrier/Provider, Billing Telephone Number, the numbers you'd like to port, and a Requested Port Date.

6. Under Add Optional Services, you can include Caller ID, Directory Listing, and E911 Service.

7. Indicate whether this is a Partial or Full Port (Partial: Only some numbers are moving; Full: Moving all numbers to IntelePeer).

8. Check the box for Coordinated Port if you would like someone from IntelePeer to contact you when your port is ready.

9. Add Notes or Special Instructions.

10. Click Submit Order. You receive notification your order has been placed.

Note: Keep this email so you can reference the Order and Batch ID should you need assistance.

11. After ordering you must sign and upload a Letter of Agency (LOA) to order a number port. You are presented with this option after your order has been received.

Additional Porting Information

Ninety-five percent of Port orders containing no errors are completed within 15 business days. However, if any of the below common errors occur, the losing carrier may cancel the order on their side requiring IntelePeer to start the order over from the beginning again.

Common Errors

• Invalid account information, such as Address, Customer Name, Billing Telephone Number (BTN).

• Issues that remain with your current carrier; for example, provide a new BTN for the remaining numbers. If these problems are not cleared up, it can delay or prevent the port.

• Not providing the account number and PIN for cellphone numbers.

What are Caller ID and CNAM registration?

• Caller ID refers to the ability to see the name and number of the caller whenever this number receives a call.

• CNAM Registration refers to what is displayed as your name and number when placing a call from this number. When you place a call from this number, whoever receives the call sees this information.

How do I add E911 service to an existing number?

1. On your dashboard, choose the package where the number exists.

2. Under US Domestic Numbers, click Manage.

3. Search for the numbers, if necessary.

4. Click the check boxes to select the desired numbers.

5. From the Select an Action menu, click 911 Service: Add.

6. In the Add 911 pop-up, for the Are these numbers for dynamic telephony users question, be aware:

   • If emergency response can be associated with a single location that doesn't change, click No.

   • If the user of this number is not using this service from a single, fixed location, click Yes.

7. If you clicked No, do the following:

   • On the next pop-up, enter the location and actual physical address where the telephone number is located. Click Validate Address.

• You receive possible E911 service addresses that are associated with your address entered. Select the check box next to the correct address and click Confirm Emergency Address to continue.

• Enter your full name, title, and company name, and click Order Services. You are prompted to confirm the number that is affected.

• Click OK.

Note: Once confirmed and submitted, you receive notification from IntelePeer that the order has been placed. Keep this email so you can reference the Order ID if you have questions.

8. If you clicked Yes, ensure the trunk associated with the numbers supports Dynamic 911.

   • If it doesn't, or if you have any questions, contact your support team via email at support@intelepeer.com.

   • Otherwise, follow the prompts to add Dynamic 911 to your numbers.

For more information, check out the IntelePeer Dynamic 911 Configuration Guide.

How do I move a number to a different package?

1. On your dashboard, choose the package where the affected number exists.

2. Click Manage.

3. Select the number.

4. From the Select an Action menu, choose Move to Another Package.

5. From the pop-up, choose the package where you want to move the number.

6. Click GO.

How do I disconnect a local telephone number?

1. On your dashboard, choose the package where the affected number exists.

2. Under US Domestic Numbers, click Manage.

3. Select the numbers.

4. From the Select an Action menu, choose Disconnect Number.

5. Choose a reason for the disconnect and click GO.

How do I add or remove Caller ID?

1. From your dashboard, choose the package for the affected numbers.

2. In the US Domestic Numbers section, click Manage.

3. Select the numbers for which you'd like to add or remove Caller ID.

4. From the Select an Action menu, click Caller ID: Add or Caller ID: Remove.

5. Enter the requested information.

6. Click Submit Order.

Is there an easy way to make changes to several numbers at the same time?

By using the Bulk Edit feature, you can easily perform all the actions you normally do when changes need to be made to your existing numbers.

Note: Bulk Edit is only available for domestic numbers.

How to make changes to a large number list:

1. In the left sidebar of your dashboard, click Inventory.

2. Click the US Domestic Numbers tab.

3. At the top of the page, you can place one or more .txt or .csv files in the Drag and Drop One or More Files Here (*.csv/*.txt) field. The files should include the numbers you want to edit. Up to ten (10) files can be loaded at a time, with the Bulk Port Uploads limited to a maximum of 500 numbers.

Follow these formatting requirements to avoid issues with uploading:

• Each number must be on a separate line.

• All numbers must include the country code (for example, 13035551212 for a US number).

• Don't use dashes, parentheses, periods, or special characters.

Once your upload completes, you’ll see a list of numbers and their status: Supported, Pending, Unsupported, and Invalid:

• Invalid numbers are automatically removed from the list.

• Unsupported numbers can have labels added but are removed if you are taking other actions.

• If you’re adding a feature (for example, E911), your list must not contain any numbers that currently have that feature. If some of them do have that feature, it will not be available to add.

4. Once you’re ready to submit, click OK. When the changes are complete, you receive a pop-up informing you the change has been made.

How do I order or port an International number?

If your contract allows, you can now order or port International numbers. On your dashboard, you should see an International Numbers widget.

Note: If you don't see this widget, use the Contact Us - Sales phone number (877 336-9171) or web form.

1. From the International Numbers widget in your package, select +Add.

2. Complete the Number Order and click Submit Order. If you want numbers in more than one country, submit an order for each desired country.

What is IntelePeer's Firm Order Confirmation (FOC) Notice process for US Domestic Numbers?

IntelePeer requires a minimum lead time of 15 business days for port orders; 90% of FOC orders are completed within this time frame. In the following description, the term Customer could mean direct customer, agent, partner, or other organization authorized to initiate a port order with IntelePeer.

The standard procedure for a port order:

1. IntelePeer sends the Customer a meeting invitation to reserve a time during the scheduled day of the port. This may be forwarded to any other stakeholders not included on the invitation. If the Customer requires a conference bridge, the Customer makes this request by replying to the email to numberadmin@Intelepeer.com. IntelePeer then sends a bridge.

2. The Customer may propose a new time, and IntelePeer will make every effort to accommodate the proposal within the guidelines set below. If the order is with an IntelePeer affiliated vendor that has auto-porting capabilities, the meeting invitation contains that information and the expected time frame for completion.

   • Porting hours are 7:00 AM to 4:00 PM Mountain Time, Monday through Friday.

   • IntelePeer refrains from porting after 4:00 PM on Fridays to mitigate the risk of technical issues (for example, the numbers fail and support is not available).

   • If the proposed time is not convenient for the Customer, IntelePeer will facilitate rescheduling with both the Customer and the Local Exchange Carrier (LEC).

3. On the scheduled day of porting IntelePeer sends an email confirmation to the invited participants. After receiving the Customer's confirmation, IntelePeer begins porting.

   • Porting takes approximately 15 minutes to complete.

   • IntelePeer makes every effort to prevent problems or delays on the day of porting. However, success is dependent on the prior LEC's cooperation since they retain control per Federal Communications Commission (FCC) regulations.

   • Instances where the numbers have not been released from the loosing LEC have occurred causes delays ranging from several hours to several days.

4. After porting is complete:

   • IntelePeer makes test calls to confirm success.

   • After testing has been successfully completed, the Customer is notified that the order has been completed, and the test results are provided.

Exceptions

On rare occasions, an FOC has been received on the day the port order is placed. In these instances, IntelePeer confirms that the Customer is ready to proceed.

What are Switched Number Translations?

Check out this FAQ.

How do I route a phone number to a different trunk?

All numbers within a package follow the Routing Policy of that package. A Routing Policy is the plan for how IntelePeer routes calls to you.

Usage Customers

You have a tool called a Routing Policy Manager that allows you to drag and drop trunks into a Plan or Trunk configuration. You can have one Routing Policy per package. All numbers in that package follows that Routing Policy. If you want to change the routing for numbers in the package, you must do one of the following:

1. Change the Routing Policy for that package so all numbers then follow the new Routing Policy; or

2. Move numbers to a package with the desired Routing Policy. To do this, go to the package > US Domestic Numbers > Manage > Select an Action > Move to Another Package > Select the new package from the menu.

Bundle Customers

The Routing Policy for bundle customers is easy. You have one trunk per package with an optional Redundant trunk for failover.

If you want your numbers to route to a different trunk, you must have another package and move the numbers to that package. The numbers then route to the trunk or trunks that belongs to that package.

What Switched Services are available?

Check out this FAQ.

How do I add Switched Services to my numbers?

Check out this FAQ.

What is Call Forwarding?

Check out this FAQ.

What is Alias (DNIS)?

Check out this FAQ.

How will I be billed for Switched Services?

Check out this FAQ.

What is Failover?

Check out this FAQ.

How do I see more information in the grids of orders, numbers, or trunks?

• Use the tools in the top right corner of the table heading.

• Click Configure Columns to add or remove the columns.

What is IntelePeer's Non-Emergency Trouble Reporting Procedure?

We have deployed an electronic email-based trouble ticketing system that allows IntelePeer management team to track the time of trouble reporting to resolution.

Non-emergency troubles are defined as an incident or incidents that involve the quality of your service. This would include call quality issues involving a single call. Example quality of service issues may include in one of the following:

• Low Voice Quality (static, garbled speech, low volume)

• Long Post Dial Delay

• One-Way Talk Path

• Dead Air

• No DTMF

• Fax or Modem Failure

• CCBAD

• No Caller ID

• Echo in Call Progress

• Single Call Looping

• Ticket status or update

Report your service experience trouble through the IntelePeer Trouble Ticketing System by sending an email to support@intelepeer.com. Include:

• Company Name

• Your Name

• Contact Phone number

• Date and Time of the Incident (specify time zone)

• Originating Number and Terminating Number

• Your Company’s Internal Trouble Ticket Number

• Nature of the Problem

IntelePeer’s NOC Team response within four (4) hours is:

• During Business Hours: (Monday through Friday: 5:00 AM – 9:00 PM MT): Email response from the assigned IntelePeer NOC technician of investigation progress, testing results, and any action taken within four (4) hours of the initiating email trouble ticket.

• Off-Hours: Email response from the assigned IntelePeer NOC technician of investigation in progress, testing results, and any action taken no later than 10:00 AM MT. the next day from the initiating email trouble ticket.

• Failure by the NOC Team to respond within the four-hour designated interval, escalate by clicking Contact Us.

How do I share an idea or request for improvements?

Send us an email at PortalFeedback@Intelepeer.com.

How do I order a new trunk?

All trunks are ordered from the package where they will be contained.

1. Click Create Package to open the Trunk Order Forms.

2. Complete the form and submit it.

Review the special instructions for Bundle, Usage, and Outbound Only customers.

If you are a Bundle customer:

• You can have one Primary Trunk and an optional Redundant Trunk per package.

• If you haven't ordered your Redundant Trunk, click Add Redundant Trunk to do so

If you are a Usage customer:

• All trunk orders are generated from the Routing Policy Manager.

• Click Create New Trunk to order a new trunk.

If you are a Outbound Only customer:

• If you have a package and want to add trunks, identify your Outbound Only Package, and click +Add to order a new Outbound Only Trunk.

• If you do not yet have a package, click Create New Package. Enter a package name, complete the form, and submit the Trunk Order.

How do I add TLS/SRTP (security feature) to a trunk?

To add to a new trunk:

1. Place a new trunk order

2. From the Switch Details page, choose your Switch Type from the menu.

Note: TLS/SRTP is only available for MS Lync 2010 and Cisco.

3. Click the check boxes next to SRTP and/or TLS. If SRTP is chosen, TLS is required. TLS can be checked with or without SRTP.

4. You are asked to upload certificates.

Note: Remember to keep your certificate active and up to date!

To add to an existing trunk, contact Post Sales at 888.680.8754. This information is also listed under Contact Us.

How do I view my Port Utilization Report?

1. On your dashboard, select the package for the trunk you'd like to view.

2. Click the Reports tab at the top of page. The report is displayed.

How do I set up an alert for Port Utilization reporting?

To add a new Contact to receive Port Utilization notifications:

1. On your dashboard, click User Management.

2. On the Users tab, click Create New User/Contact.

3. Enter full name, email, and phone number.

4. Assign a Role if this person has Portal access. They do not need a username and Role if you only want them to receive invoice notifications without having access to the Portal.

5. Under Contact or Notify About, click Port Utilization Reporting. The option turns green to indicate it's been selected.

6. Click Create Login. If you assigned them a Role, they will receive login info via email.

Note: When Port Utilization reaches 80% or more, the person you identified receives an email reminder.

To allow an existing User/Contact to receive port utilization notifications:

1. On your dashboard, click User Management.

2. From the table, find the user/contact you want to receive invoice notifications. At the far right side of the user/contact row, click GO.

3. Under Contact or Notify About, click Port Utilization Reporting. The option turns green to indicate it's been selected.

4. Click Save.

Note: When Port Utilization reaches 80% or more, this person will now receive an email reminder.

How do I manage/change the Routing Policy for my trunks?

1. On your dashboard, select the package for the trunk you'd like to view.

2. Under Round Robin Routing Profile, click Manage Route.

3. On the Manage Routing Profile tab, from the Available Trunks list on the right, drag and drop available trunks under Trunk Configuration.

4. Choose your Profile Type (Round Robin, Sequential, or Proportional), and set any required values.

5. If desired, change the Profile Name.

6. Click Save Routing Profile.

Termination Products: Select a Sub Product - What does this field on the Trunk Order mean?

If you see this field when completing a trunk order, it means you have different types of termination products available in your Contract. Refer to your contract or click I Don't Know.