Optus/NBN Wholesale VoIP Connection - Active | Proptech · 2017-01-13 · OPTUS/NBN WHOLESALE VOIP CONNECTION - MARCH 2015 4 Step 5: After clicking on “Verify” tab it will bring

Optus/NBN Wholesale VoIP Connection

Work Instructions Version 0.2 Issue Date: TBA Created by: Vinay Sharma Reviewed by: Marc Demandante Approved by: Mick Dovile

40 English St, Essendon Fields VIC 3041

ABN: 43 818 767 917 [email protected] www.activeutilities.com.au

Table of Contents

1. Introduction ........................................................................................................... 2

1.1 Purpose.......................................................................................................... 2

1.2 Systems Used ................................................................................................ 2

2. Optus NBN VoIP connection ............................................................................. 3

2.1 How to initiate NBN VoIP connections .................................................. 3

2.2 How to order NBN VoIP & add NBN VoIP services ........................... 9

OPTUS/NBN WHOLESALE VOIP CONNECTION - MARCH 2015 2

1. Introduction

Active Utilities as a service provider provides multiple products, services to residential and business customers. Making

Active Utilities a leader in its field. One such service is Optus NBN VoIP.

1.1 Purpose

The purpose of this work instruction is to give you the tools to process NBN Internet Connection requests for Active

Utilities.

1.2 Systems Used

SDP (Service Desk Plus) – http://acticom.com.au:8888/

ECConnect – http://eap2.ecconnect.com.au/eap/login.cfm

ABE (Utilibill) – https://active.utilibill.com.au/active/index.jsp

Optus Portal – https://www2.optus.com.au/wholesalenet/

Orion – https://mail.activeutilities.com.au:8443/rdweb/

http://acticom.com.au:8888/

http://eap2.ecconnect.com.au/eap/login.cfm

https://active.utilibill.com.au/active/index.jsp

https://www2.optus.com.au/wholesalenet/

https://mail.activeutilities.com.au:8443/rdweb/


2. Optus NBN VoIP connection

2.1 How to initiate NBN VoIP connections

Step 1: Login to ABE (Utilibill) – https://active.utilibill.com.au/active/index.jsp

Step 2: Click on “Pre Sales” tab.

Step 3: Click on “Verification” tab.

Step 4: Click on “Verify” tab.

Note: Under “CRM Customer Verification” can have multiple applications. Always work in order till all applications

are processed.

https://active.utilibill.com.au/active/index.jsp


Step 5: After clicking on “Verify” tab it will bring you to the below page. Scroll down to heading “Additional

Comments and Services Required”. This is where you will find the connection request and service details.

Example: Details you’ll find regarding NBN VoIP connection request.

Step 6: Verify the “Supply Address” by checking on the “AU Internet & VoIP Service Pricing Overview” matrix if

we can provide “NBN VoIP connection”.


Step 7: Go to “Administration” section. Select from the dropdown list the correct site “Group” based on the address

provided by the customer.

Step 8: Click on “Verify Customer” then a popup will appear. Click on “OK”.

Note: This will generate a Customer ID (Account Number) and SDP (Service Desk Plus) ticket.


Step 9: Once you have clicked on “OK” the below confirmation will appear “CRM Verification is successful. Please

refer to the new created customer” with account number.

Step 10: Open the newly created Customer ID (Account Number) by putting it in the search field as shown below and

pressing “Enter” or clicking on the search ICON.

Step 11: Review “Notes” section of the account that the details for connection have been provided.


Note: Customer can pick one of the following “Contract Term” options for NBN VoIP outlined below when making

an application for connection.

No Contract – With optional items

12 Month Contract – With optional items

24 Month Contract – With optional items

Note: The “Billing Address” may sometimes be different to the “Supply Address” so it is important to check the

“Notes” section for verification.

Step 12: Search for the SDP (Service Desk Plus) ticket created when you clicked “OK” at Step 8. You do this by

putting the “Customer ID (Account Number)” in the search field in SDP as shown below then Click on “Go”. This

will bring up a list of tickets.

Step 13: Search for ticket with subject “CRM Customer Verification” then open the ticket to confirm it is the correct

ticket. You will know if it’s the correct ticket by the information in ticket that it is showing the “Customer ID (Account

Number)” that you have created. Once confirmed it is the correct ticket then assign the ticket to yourself under

“Assigned To”.


Step 14: Once you have opened the correct “CRM Customer Verification” ticket relevant to the account you are

working on. You will need to updated the heading of the ticket by adding the “Customer ID (Account Number)” to

the heading. You do this by clicking on “Edit” then go to “Subject” to add then Click on “Update Request”.

Example: 59754 CRM Customer Verification

Note: Leave the status of the ticket as “Open” and add note to the ABE (Utilibill) account with your “Full Name”,

“SDP Ticket”, “Date” actioned and action taken.


2.2 How to order VoIP & add VoIP services

Step 1: Login to “ECconnect” portal – http://eap2.ecconnect.com.au/eap/login.cfm

Step 2: Enter “Username” and “Password” then Click on “Login”.

Step 3: Enter “Client ID” which is the Client ID provided when NBN Internet was processed for the customer, then

Click on “Search”.

http://eap2.ecconnect.com.au/eap/login.cfm


Step 4: Click on the “Customers Name”.

Step 5: Click on “Add Landline, ADSL, VoIP, or NBN Connection” hyperlink.


Step 6: Select “New Service” then Click on “Continue”.

Step 7: Add customer “Service Address” details then Click on “Continue”.

Step 8: Under “Select a Product” go to “VoIP” and select from dropdown “New VoIP” then Click on “Continue”.


Step 9: Choose a Plan from the dropdown list “VoIP Service (VoIP)” then Click on “Continue”.

Step 10: Select the following as listed below (Unless customer has requested different settings) then Click on

“Submit”.

Calling Number Display – Select “On”.

Unlisted Number – Select “Off”.

Long Distance Carrier – Select “Optus Default”.


Step 11: Don’t change “Connection Booking Date” then Click on “Continue”.

Step 12: On this page go to section “Steps To Complete This Connection”. Click on “Get FNN”.


Step 13: Choose a landline number for the customer from the list provided. Click on box next to “Confirm Operation”

then Click on “Choose Number”.

Step 14: Click on “Create Order”.


Step 15: Minimum CRD will be pre-populated (Do not change). Click on box next to “Confirm Operation” then

Click on “Continue”.

Note: CRD (Connection Request Date)

Once you have clicked on “Continue” below popup will appear providing the result “Successful” and the “Optus

Reference No” for future reference. Click on “Close”.


When process has been successfully completed the “Steps To Complete This Connection” list will state “Complete”.

Step 16: Click on the “Overview” tab and this will show account information including the newly added VoIP service.


Step 17: Add the VoIP details as shown below to “Notes” in the SDP (Service Desk Plus) ticket.

Step 18: Go to ABE (Utilibill) and search for the customer’s account to add “NBN VoIP” service. Click on “Service”

then select “Landline Telephony” from dropdown list as shown below.


Step 19: Populate the details required below and Click on “Next”.

Service Number – Is the “FNN” which is in the “ECconnect Portal” account of the customer.

Confirm Service Number – Enter same “Service Number” details.

Step 20: Populate the details required below and Click on “Next”.

Line Type – Select “Residential”.

Rate Plan – Select from the dropdown list based on the site address.

Service Address – Add the supply address.

Notes – Enter your “Full Name” – New VoIP Service Connected (Provisioned).

Carrier – Select “Optus”.

Under “Prefix” tick box after “Skip provision”.


Step 21: After you have clicked on “Next” a popup will appear as shown below. Click on “OK”.

Once you have clicked on “OK” the NBN VoIP service has been successfully added to ABE (Utilibill) as shown below.

Step 22: For “Activenet” to bill “Active Utilities” for this service. An Orion account needs to be created for this VoIP

connection. This is done by opening “Orion”. Searching Client Name “Active” by clicking on “Search” which will

bring up all sites under “Active Utilities” as shown below.

Step 23: Click on line item “10000056:Active Utilities” then it will bring you to the below page then Click on “Search”.


Step 24: Click on ICON then a popup below will appear. Select “Telecommunications Line” then Click on

“OK”.

Step 25: Populate the details required as outlined below on the “New TELCO Product” popup then Click on

“Finish”.

Note: The information you provide MUST be ACCURATE when entering the details.


Phone Number – This is in the “ECconnect Portal”. Provided as “FNN”.

Product Type – Will be “Wholesale Resi Voice”.

Price Plan – Will be pre-populated once “Product Type” has been selected.

Contract Start – Is when the NBN service is active.

Contract Term – Based on the customer’s application found in the “Notes” section in ABE (Utilibill).

SIP Username – Is also located in the “ECconnect Portal”. Provided as “Service Username”.

SIP Password – Is also located in the “ECconnect Portal”. Provided as “Service Password”.

Address – Populate the “Service Address” details.


Step 26: Assign SDP (Service Desk Plus) ticket back to “WD AU Handback” this is done by changing the “Group”.

End of work Instructions

Optus/NBN Wholesale VoIP Connection - Active | Proptech · 2017-01-13 · OPTUS/NBN WHOLESALE VOIP CONNECTION - MARCH 2015 4 Step 5: After clicking on “Verify” tab it will bring

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