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Distinctive Ring

 

Introduction


Distinctive Ring allows up to two additional phone numbers assigned to one physical line

  • Each number has a special ring that enables the customer to determine the number being called

  • Call waiting tone matches the distinctive ring cadence pattern

  • Not compatible with Ultra Call Forward or toll free phone numbers

  • Distinctive ring will work with a fax machine; customer will need to check the fax machine owner's manual

  • Each distinctive ring number can have its own directory listing

  • Confirm service / package codes for each site; must add service code to enable service

Resolution Steps



Identify a Distinctive Ring Number

    Active Account: No Work Order Pending

      • Task Field: type TL and Enter

      • Click on the phone number

      • Click on the OCC TNs sub tab

      • Distinctive Ring number populates; DRING is listed under the column named Cust TN

    Pending Work Order

      • Task Field: type TL and Enter

      • Select the main phone number

      • Click on the Directory tab

      • Pending numbers are listed under TN Sts

Ring Cadence

  • Customers can have 2 Distinctive Ring numbers on each master telephone line

  • Customer subscribes to Distinctive Ring, the main or master phone number and the distinctive ring telephone number each have a ring tone that sets them apart; this is knows as Ring Cadence

  • Number of Distinctive Rings allowed for each Telephone Number

      • The master number will sound normal with one long ring or Cadence A (Long - 2 seconds on, 4 seconds off)

      • The first distinctive ring number is automatically assigned ring Cadence B (Short-long-short - 0.3 seconds on, 0.2 seconds off; 1 second on, 0.2 seconds off;0.3 seconds on, 4 seconds off)

      • The second distinctive ring number is then assigned ring Cadence C (Short-short-long - 0.4 seconds on, 0.2 seconds off; 0.4 seconds on, 0.2 seconds off, 0.8 seconds on, 4 seconds off)

    • If the customer has:

      • Master number and a distinctive ring number

        • Change the ring cadence on the distinctive ring number from Ring Cadence B to Ring Cadence C

      • Master number and two distinctive ring numbers

        • The Ring Cadence can only be switched between the distinctive ring numbers

        • Example: The Ring Cadence for the first distinctive ring number is B and the second number is assigned Ring Cadence C


      • The only change that can be made is to move Ring Cadence C to their first distinctive ring number and Ring Cadence B to the second distinctive ring number

    Change Ring Cadence

      • During regular business hours: call Switch at 1700 / Alvaria: Switch to make the change

      • After Switch hours: send an email to Switch.Provisioning@astound.com

        • Provide account number

        • Note the phone number and the new ring cadence

        • The change will take place the next business day

        • Note account that request to change ring cadence is entered

        • There is no record in ICOMS showing the change

Service Change Requests

    Add, Change Remove and Porting a Line to Distinctive Ring

    • 1. Order Entry Service screen; choose Service Change [UD]

    • 2. Order Type: Internal Order and Select

    • 3. Telephone Services [TE] screen

      • Highlight the telephone number to which you are adding / changing or Porting Distinctive Ring

      • Click on the Occurrence TNs button

      • Left Navigation Bar; click ADD

        • If you see Change instead of Add continue with the rest of the procedure

      • Select TN Type screen appears

        • Highlight DRING; press Select

      • Add Account TNs screen appears

        Add a Distinctive Ring

        • Choose Inventory (Auto Select)

        Port a Phone Line to Our Company as a Distinctive Ring Number

        • Choose Ported as the TN Source

          • External/Ported TN Entry screen populates

          • Enter the TN the customer is porting; hit Enter or press OK in the left Navigation Bar

        Change a Distinctive Ring

        • Highlight the number you want to cancel or disconnect; press Disc / Cancel

        Remove a Distinctive Ring

        • Occurrence TN Maintenance

          • Highlight the number you want to cancel

          • Click Disc/Cancel button

        • Choose TN disconnect Reason Codes

          • Choose Disconnect Minor Reason (F4) and Enter

          • Click Exit on the Occurrence TN Maintenance screen

    • 4. Occurrence TN Maintenance screen reappears

    • 5. Highlight the Distinctive Ring number; select Change

    • 6. Acct/Occ TN W/O Activity screen appears

      • User Display Name field; type the name used on the distinctive ring number

      • Click in the Ring Cadence field; press F4

      • Select Ring Cadence screen

      • Highlight the appropriate ring cadence; press Select then OK

    • 7. Occurrence TN Maintenance screen reappears

      • Highlight the Distinctive Ring number; select Directory Button

      • Directory Listing Information screen appears 

        • Highlight the Distinctive Ring number; press Change Buttons button

      • Edit Directory Information Page 1 of 3 screen appears

      • Select Field Value screen

        • One free Published or Non-Listed directory listing is provided for the distinctive ring number

        • If the customer elects to have multiple directory listing for their distinctive ring number add the applicable monthly charges

    • 8. Occurrence TN Maintenance window reappears; press Exit

    • 9. Go to the Telephony Services [TE] screen

    • 10. One Time Charges [OT] screen; change the dollar amount to zeros

      • Facility: RSVCTEL

      • Resale: TSVCTEL

      • Business: SSVCTEL

    • 11. Work Order Scheduling [SW] screen

      • FLLWUP Quota;  allow 2 business days for processing

    • 12. Order Summary [OS] screen

    • 13. Review Work Order and Enter to complete the Work Order

    Swapping the Main / Primary Number for the Distinctive Ring Number (One for the Other)

      • Check the account for Promotions

      • If there are promotions on the Main TN:

      • Telephone Services [TE] screen

        • Highlight the telephone number

        • Click the Occurrence TNs

        • Highlight the Distinctive Ring Number Occurrence; press Swap

      • TN Swapping Confirmation screen

        • Check box Confirm and Enter

      • Occurrence TN Maintenance screen appears; press Exit

      • Telephone Services [TE] screen

        • Highlight the Telephone number again

        • Add One Time Charges; change the dollar amount to zero

          • Facility: RSVCTEL

          • Resale: TSVCTEL

          • Business Solutions: SSVCTEL

      • Work Order Scheduling [SW] screen

        • Schedule the order in available FLLWUP Quota

        • Check Scheduling Parameters to determine how long it will take to process the order

        • Press Enter

      • Order Summary [OS] screen; Review and Enter

      • The Edit W/O Feature details screen appears; click Exit

    Disconnect Main / Primary Number and Replace it with a Distinctive Ring

      • Telephony Services [TE] screen

        • Highlight the telephone number from which you are removing Distinctive Ring

          • Remove the Distinctive Ring MRC from the designated telephone line and Enter

        • One Time Charges change the dollar amount to zero

          • Facility: RSVCTEL

          • Resale: TSVCTEL

          • Business Solutions: SSVCTEL

        • Enter and Exit

      • Work Order Scheduling [SW] screen

        • Schedule the order in 3 days out in FLLWUP Quota

        • Work Order Comments

          • MV DRNG 617-555-1111 FRM 617-555-2356 ADD 2 LN 617-555-2222

        • Enter

      • Order Summary [OS] screen; Review and Enter

      • The Edit W/O Feature Details screen appears; press Exit

      • Create a Billing IT Help Desk ticket

        • To release and reserve Distinctive Ring number

        • Description in Ticket: move Distinctive Ring number from Main Telephone number to Addl line

      • Billing IT will:

        • Release the Distinctive number

        • Complete the Pending Change

        • Process the move of the Distinctive Ring from Main / Primary number and adding the Distinctive ring to the additional line

    Move a Distinctive Ring Number From One Phone Line to Another Phone Line

      • Telephony Services [TE] screen

        • Highlight the telephone number from which you are removing Distinctive Ring

          • Remove the Distinctive Ring MRC from the designated telephone line and Enter

        • One Time Charges change the dollar amount to zero

          • Facility: RSVCTEL

          • Resale: TSVCTEL

          • Business Solutions: SSVCTEL

        • Enter and Exit

      • Work Order Scheduling [SW] screen

        • Schedule the order in 3 days out in FLLWUP Quota

        • Work Order Comments

          • MV DRNG 617-555-1111 FRM 617-555-2356 ADD 2 LN 617-555-2222

        • Enter

      • Order Summary [OS] screen; Review and Enter

      • The Edit W/O Feature Details screen appears; press Exit

      • Create a Billing IT Help Desk ticket

        • To release and reserve Distinctive Ring number

        • Description in Ticket: move Distinctive Ring number from Main Telephone number to Addl line

      • Billing IT will:

        • Release the Distinctive number

        • Complete the Pending Change

        • Process the move of the Distinctive Ring from Main / Primary number and adding the Distinctive ring to the additional line

    Change a Distinctive Ring Number to an Additional Telephone Line

      • Telephone Services [TE]

        • Highlight the telephone number to which you are removing Distinctive Ring

      • Occurrence TN Maintenance window

        • Highlight the number you want to change; choose Disc/Cancel

      • TN disconnect Reason Codes screen

        • Disconnect Minor Reason; F4

        • Select the appropriate reason and Enter

        • Exit on the Occurrence TN Maintenance screen

      • Telephone Services [TE] screen

        • Highlight the telephone number; click Copy

        • PIC and LPIC fields

        • Enter CR (Customer Request); Confirm field and Enter

        • Highlight the number to which you are removing Distinctive Ring

        • Remove Distinctive Ring MRC and Enter

        • Enter the One Time Charges

        • Work Order Scheduling [SW] screen

          • Schedule the order in 5 days out

          • Work Order Comments

            • MV DRNG 617-555-1111 FRM 617-555-2356 ADD 2 ADDL LN 617-555-2222

          • Enter

        • Order Summary [OS] screen; Review and Enter

        • The Edit W/O Feature Details screen appears; press Exit

      Advise the customer the number will be disconnected until the technician arrives to install and activate the number as an additional line to the jack in the home

      • Create a Billing Service Now Ticket

        • To release and reserve Distinctive Ring number

        • Description in Ticket: move Distinctive Ring Number from Main Telephone number to Addl line

      • Billing IT will send an email that the number is reserved and released

      • Create a Change Existing Work Order

        • Highlight the number you are changing; select Chg Nbr

        • Telephone Selection screen appears

          • Select From Existing Account TN radio button is already selected

        • Click on OK; the Distinctive Ring number will be at the top of the list

        • Highlight new telephone line entered

        • Telephone Selection screen appears

        • Highlight the first number; press Select and OK

        • Confirm the TN Change screen appears; press OK

        • Task Bar type 76 [ Customer Account TN] verify the numbers status

      • Confirm the schedule date; press Enter

Troubleshooting

    If Distinctive Ring number is not ringing in customer's home:

  • Verify Distinctive Ring is on the account

    • Call Switch to verify. (If after hours, continue as below)

  • If calls to the Distinctive Ring number are not reaching the customer -OR- calls are reaching the previous subscriber's voice mail

  • Click Create Work Order or Technical Case
  • Fill out the information as described below and click Submit

      Trouble Call or Tech Case: Trouble Call
      Service Category: Telephone
      Problem Description: CL - Phone Feature Problem
      Select: Affected Phone line
      Phone Issue: Distinctive Ring (1 or 2)
      Enter: Contact Phone and Contact Name
      Notes: Details of the problem

Internal Information

Commercial Agent Steps

Financial Agent Steps

Management Steps