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NUS Computer Centre. BOSS Business Operations Support System Service Admin & Bill Admin Training . Agenda. Overview of BOSS Roles of BOSS Users BOSS Products and Services Price Plan Request Workflow Billing Scenarios Preparation FAQ. Overview of BOSS.

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NUS Computer Centre

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    1. NUS Computer Centre BOSS Business Operations Support System Service Admin & Bill Admin Training

    2. Agenda • Overview of BOSS • Roles of BOSS Users • BOSS Products and Services • Price Plan • Request Workflow • Billing • Scenarios • Preparation • FAQ

    3. Overview of BOSS • Automate & streamline inter-departmental cost allocation of services offered by NUS – Computer Centre • Online Submission of requests by Service Admin, Verification by Bill Admin & Approval by Department Head or Managers • Facilitate the Operators to monitor & execute requests Online • Email notifications, reminders to Service Admin, Bill Admin & Approvers for effective monitoring of requests • Provide detailed monthly billing to departments • Facilitate Bill Admin to review, re-distribute & allocate the expenses to the respective WBS, GL Code & Account Nos. • Provide data for OFN to charge NUS departments

    4. Roles of BOSS Users

    5. BOSS Definitions

    6. BOSS Definitions

    7. BOSS Definitions

    8. Extension / Feature Relationship

    9. Product/Service Relationship

    10. Product/Service Relationship

    11. Policies • Follow NUS IPTel Display Name guidelines • 2. All IPTel equipment has a minimum subscription term of 24 months (except those on Short Term Subscription Plan) – • Cisco 7940 IP Phone • Cisco 7960 IP Phone • Cisco 7936 IP Conference Station • Cisco 7914 Expansion Module • Cisco ATA 188 • IP IVR Port • 3. ATAs are not assigned to specific staff and are not given voice mail features. Users of ATAs are not listed in Campus Directory. • 4. IDD Access is granted according to STAFF NUMBER and not to Extension (BOSS Self-Service)

    12. Price Plan • To view the details of • Product information • Price Table • Terms and conditions of subscription of services from the Computer Centre can be found in

    13. Service Admin Bill Admin Approver Operator BOSS Product Request Work Flow Step 1 Step 2 Service Admin Creates the BOSS request & submits to the Bill Admin Bill Admin Verifies the Account Code & GL Code & submits to the Approver Bill Admin is allowed to use either the Task List or the email notification hyperlink to view the request EMAIL TRIGGER Task will be cleared EMAIL TRIGGER Step 3 Task List is removed for the Bill Admin & a new task is created for the Approver EMAIL TRIGGER will be sent to Service Admin when the task is closed EMAIL TRIGGER will be sent to only Service Admin & Task will be deleted Rejected Step 5 Step 4 Approver is allowed to use either the Task List or the email notification hyperlink to view the request EMAIL TRIGGER will be sent to both Service Admin & list of Operators Approved

    14. Billing Schedule BOSS system will generate the bills from 1st June 2006 & Bill Admins will be notified through email. Bill Admin to view the bill by clicking on the Hyperlink. 1 Aug 1 Sep 1 June 1 July Usage will be billed New products added during this period will be prorated. Only local/IDD call charges amount will be billed to department Same as Aug Bill • Full Bill • Local/IDD call charges for July 2006 • Prorated subscription & one-time charges for Products applied in July 2006 • Advance subscription charges for all products used by department Usage-only Bill Amount will be deducted from the respective department WBS using OFN interface SAMPLE Bill will be sent to every Bill Admin for verification NO amount will be deducted from the department

    15. Billing Example • Example – • Department with 50 IP Phones and 45 extensions as at 30 June • (Incl. request for one new IP Phone with new extension on 15 June) • Bill on July only include call charges incurred during June by all extensions • Requests for one new IP Phone with new extension on 5 July • Requests for one new IP Phone sharing existing extension on 21 July • - Bill on 1 Aug will include: • Call Charges incurred by all extensions for the month of July • Subscription charges of 52 IP Phones and 46 extensions (52 x $12.50 + 46 x $1) for the month of August • One-time charges for two new Phones (2 x $67) • Prorated subscription for first new IP Phone/Ext (1 x $13.50 x 25/30) and second new IP Phone (1 x $12.50 x 9/30)

    16. Operator Bill Admin Billing Disputes BOSS System notifies Bill Admin of new bill on 1st day of month Bill Admin follows hyperlink to view and download/print bill for verification and filing EMAIL TRIGGER BOSS Operator to credit disputed amount to department; system to deducted credited amount from next month’s bill Dispute No Dispute BOSS Operator investigate and resolve dispute Bill Admin indicate disputed item online while viewing bill EMAIL TRIGGER BOSS System sends data to OFN for deduction on 7th day of the month

    17. BOSS System Walk-thru • To Launch the BOSS application, either • Go to the IPTel Web Portal • Customer Service->E-services->BOSS • Or • Enter URL • -> Note that you can only access the BOSS system after logging into the NUS network

    18. Scenarios Example 1: Request for new Account Number and assigning Phones to new Account Number Step 1. Request for new Account Number (no Approver required) Step 2. Assign WBS to Account Number (self-service) Step 3. Assign Services to Account Number (self-service) Example 2: Request for new Cisco 7940 IP Phone and new Extension Number Step 1. Request for IPT-PKG-7940 (IPT-H-7940 and IPT-P-DIDEXTN) – select an “Entity Phone” if staff number is not available; re-assign later Step 2. Submit to Bill Admin Step 3. Submit to Approver

    19. Scenarios Example 3: Request for new IP Phone but using an existing Extension (may already been shared) Step 1. Request for new package Cisco 7940 IP Phone and Shared Extension (IPT-H-7940SHARED) Step 2. Enter the extension number in the next page Example 4: Adding a new Shared Extension to an existing IP Phone Step 1. Request for new IPT-P-SHAREDEXTN Step 2. Specify “Add to Existing Service” and select Service No. of the existing IP Phone (IPT-H-7940) where the extension is to be added Step 3. Enter the extension number in the next page

    20. Scenarios Example 5: Changing ownership of an Cisco 7960 Boss Phone Step 1. Service Request – Terminate Direct IDD (if applicable) Step 2. Service Request – Terminate “Private Extn” (if applicable) Step 3. Un-assign or Re-assign “Public Extn” (select the Service No. with IPT-P-DIDEXTN) Example 6: Transfering IP Phone between depts Step 1. Miscellaneous Request – OTH-MISC Specify Service No. , Receiving Dept. and effective date in the Remarks

    21. BOSS Issue Escalation • Contact for the BOSS Operator • Tel # 6516 7440 • Email: • Email notification will be sent out prior to general launch • Please brief your department colleagues esp. Approvers of the new system

    22. Role of ITCare • For Users • Faults and Usage issues • Phone Breakdown • Network & Power point provisioning

    23. Preparation for Launch • Service/Bill admins login to the BOSS system & ensure that you have the right access permission • Verify with department BOSS list (Service Admins, Bill Admins, Approvers) confirm that they can logon to the application. • Perform all neccessary bill set up (Request A/C, Assign WBS, Assign Phones to A/C, Change A/C Description) • From 17 July, check the IPTel inventory of your department – • > Product Enquiry> Extension Enquiry> BOSS Users Enquiry Please perform the above by 21 July. The next bill will be sent on 23 July for final verification.

    24. FAQ Q1. If there is a change in Service/Bill Admins and Approvers, who do I inform? Q2. After I have sent a request am I able to reroute the request to another Bill Admin/Approver? Q3. Can I cancel/resubmit a request after sending it? Q4. How will CC bill organisations which does not have a WBS with OFN? Q5. Can I terminate an IP phone subscription within two years? If so, how will the dept be charged? Q6. How will Campus Directory be updated? Does the Phone/Service Admin need to update it manually? Q7. Is every request for product/service routed to a Bill Admin / Approver? Q8. Can the Service Admin grant IDD access without submitting a request? Q9. My dept is very small and the only Approver may not be around when I submit a request. Can the system bypass the need for an Approver? Q10. What are “Visitor Smartcards” and who requires these?

    25. Thank You

    26. BOSS Products / Services • IPTel Products • IP Phones (7940/7960) • IP Communicator • IP Conference Station (7936) • IP Phone Exp Mod (7914) • ATA 188 Analog Adaptor • DID Extension • IP IVR Ports • Add Direct IDD • Add Call Pickup Group • Add Hunting Line • Add Intercom • IPTel Services • Removal ofDirect IDD • Deactivate - Voice Mail • Change Shared Line set up • Change Conditional Call Forwarding • Change of Extn Assignment • Change of Display Name • Change to Block Outgoing External Calls • Replacement of IP Phone/ATA/ Power adaptor • Change Call Pickup Group setup • Change Boss/Secretary intercom • Change Hunting Line set up • Termination of equipment/feature • Miscellaneous Products • NUS Temp Card • Internet Bandwidth • Software Product License • Phone Wiring Continue to use the current method to request for network and power points via or