Monitor your network and report service issues quickly

Monitor your network and report service issues quickly Map and maintenance capabilities for your available AT&T services on Business Center October 206 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Contents Overview Working with your network map Working with your service inventory Working with trouble tickets Working with circuit tests Working with circuit alarms Getting help on Business Center Images provided in this presentation are for illustrative purposes only. 2 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Map and maintenance capabilities on Business Center Two of the most valuable tools on Business Center are the map and maintenance tools. These tools enable you to: View your service inventory. Create and track trouble tickets to report service issues. Run circuit tests to see that your circuits are working well. View circuit alarms to see which circuits may have issues. View a geographical map of your network with quick access to your inventory and ticketing capabilities. 4 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Getting started. Log in to Business Center at businesscenter.att.com. 2. At the top of any page in Business Center, click Manage. 3. From the Manage menu, choose Network. 4. From the Network menu, there are a number of links under the following headings: Inventory Trouble Tickets Tests Alarms Map You can navigate to these capabilities from the menus or from the Network Map itself, as shown in the next section. 5 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Working with your network map 6 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Using the Network Map ( of 2). If you are registered for Network Map, that widget appears on your homepage and provides quick navigation to important network management features. 2. You can see your service inventory, current alarms, or open tickets with one click. 3. You can zoom in and out on the map as needed. 4. Two buttons provide additional capabilities (from left to right): Refresh, which gives you the latest information on tickets and alarms. Legend, denoted by an i, which gives a detailed legend for understanding the map. 5. From this widget, you can click Go to Network Map for even more capabilities. 7 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Using the Network Map (2 of 2). Each circle on the map represents a cluster of locations. If the cluster is red, there is an alarm in the cluster. If the cluster is pink, there is an open ticket in the cluster, but no alarms. If the cluster is green, there are no alarms or tickets. You can click a cluster to see the inventory for the sites in the cluster. 2. Individual sites are denoted by a pushpin. 3. You can search the map based on address, city, or state. 4. If you need help, you can click Chat available to chat with a representative who specializes in the tool. The remainder of this presentation provides more details on the underlying capabilities, including alternate navigation. Understanding the cluster. There are 7 locations in this cluster. Three locations have alarms and eight have tickets. You can zoom in for more details. 8 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Working with your service inventory 9 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Viewing your inventory ( of 2). To view your service inventory, from the Network menu, look under Inventory. 2. From the items listed, choose View All Inventory. 3. Another way to get to your inventory is from your homepage. Look on the Network Map widget and click Inventory. 0 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Viewing your inventory (2 of 2). You can limit the inventory shown by using the filters on the left. For example, you can show inventory for a specific service, a specific location, or a specific status, such as circuits with alarms. 2. Filtered or not, your service inventory is listed by location in the center of the page. To print it, click the Print icon in the upper right. To see the service inventory for a specific location, click its + sign. 3. The services at that location are listed. To see the details for a specific service, click its + sign (when it expands, a minus sign appears). To learn more about a specific asset, such as a circuit, click its + sign. For still more details, click any link. 4. For each asset, there is an Actions menu. From the menu, you can take any of these actions: Create Ticket Request Test Check Alarm Create Order 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Searching your inventory. To search your inventory for specific assets, from the Network dropdown list, look under Inventory. 2. From the items listed, choose Search Assets. 3. The Assets page appears. You can search by any variable listed. 4. Select your search variable from the list. For example, you could search by street address. In this case, enter the full or partial street address of interest in the text box and click Search. The inventory for that location will be listed (not shown). 2 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Working with trouble tickets 3 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Creating a trouble ticket ( of 3). To report a service issue, from the Network menu, look under Trouble Tickets. 2. From the items listed, choose Create a Trouble Ticket. 3. On the Create Ticket page, answer each question and click Continue. Note: You can also create a trouble ticket from an inventory listing, as described in the prior section. 4 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Creating a trouble ticket (2 of 3). Under Trouble Detail, use the Trouble Type list to select the kind of trouble you are having. 2. As you progress down the page, make additional selections to describe your trouble more fully. 3. At the bottom of the page, specify the times that you can be contacted by the technician working on your ticket. 4. When you are ready, click Review. 5 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Creating a trouble ticket (3 of 3). A summary of your trouble ticket appears with information broken out in sections. This sample image summarizes the Contact Info section. To edit any section, click its Edit link. 2. To start all over and input different information, click Reset. 3. If you are not ready to submit the ticket but want to save your input, click Save as Draft. 4. When you are ready, click Submit. At the top of the page, you will see a success message with a ticket number that will help you track the resolution of your issue. 6 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Checking ticket status. You can check ticket status quickly on your homepage using the Maintenance widget. To search your tickets by ticket number, click the ticket number link. 2. Or, you can search by ticket alias. Click the down arrow and then choose ticket alias. When the page refreshes, enter your search information. For example, if you are searching by ticket number, enter the ticket number of interest. When you are ready, click Submit Request. 3. Note that there is a quick summary of your open tickets by status below. You can click the portion of the graphic representing active tickets the pink part of the circle to see all active tickets. Similarly, you can show tickets in other status states, such as cleared or deferred. 7 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Viewing trouble tickets ( of 2). To view your trouble tickets, from the Network menu, look under Trouble Tickets. 2. From the items listed, choose View All Trouble Tickets. 3. A listing of all your trouble tickets appears, along with key information on each one. You can sort the listing by clicking the up and down arrows on any column heading. 4. You can look for specific tickets with the Search function. 5. To see the underlying details for a ticket, click the arrow on the right. 6. To see what actions you can take for a ticket, click the arrow icon. For an active ticket, these will include view ticket, enotifications, escalate, request to close, and update ticket. 8 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Viewing trouble tickets (2 of 2). You can easily filter your open tickets by using the Filter by Status list. For example, you might list only contested tickets or active tickets. 2. You can also filter closed tickets by first choosing the Closed tab and then using the filter list. For example, you might list only tickets closed in the last 48 hours. 3. To see the tickets you saved in draft form, click the Draft tab. On the draft ticket list, you can click the arrow icon and select Edit or Delete. (not shown) 4. To download the ticket list you are viewing, click the Download icon. 9 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Closing a trouble ticket. To close a ticket you are viewing, click Request Closure. 2. In the text box that appears, give the reason you are requesting closure, and then click Continue. Your entry will appear in the ticket log. 3. Alternatively, you can select other actions by clicking the arrow to the right of Request Closure. The choices that will appear in the menu depend on the ticket s status. In the example at right, these include Contest and enotifications. 20 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Working with circuit tests 2 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Running a circuit test Find the circuit of interest either by viewing your inventory or searching it, as described under Viewing Your Inventory.. For the circuit of interest, click the Actions arrow. 2. Select Request Test. 22 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Working with circuit alarms 23 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Checking circuit alarms. A quick way to see all your alarms is from the Network Map widget, where you can click Alarms. 2. You can also check alarms on a specific circuit by selecting that circuit from your inventory, clicking the Actions arrow, and then choosing Check Alarm. 24 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Getting help on Business Center 25 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Get more information about Business Center ( of 2) Learn how to use Business Center to manage, run, and grow your business. Click Support at the top of any Business Center page and select from the following topics: Registration and Login User Information Orders Billing Network Reports Product Help The Chat icon is located on the right side of the page. Click Chat available from any page in Business Center to chat directly with an AT&T representative. If Chat is busy or unavailable, the icon is grayed out. Representatives are available Monday through Friday, 9:00 a.m. to 6:00 p.m. ET. For more information, visit our Business Center Education and Training page. 26 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property

Get more information about Business Center (2 of 2) For additional education and training materials... Go to our Business Center Education and Training page for: Presentations on Business Center and current enhancements. FAQs about the latest updates. Video overview of Business Center. Customer training schedule for live sessions about Business Center. For additional help and support, call 844.288.3249 (844.ATT.eBIZ). Representatives are available Monday through Friday, 9:00 a.m. to 6:00 p.m. ET. 27 206 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property