Clients Tab

Whether you are new to VoIP Innovations or a longstanding customer you are likely aware of the importance we place on data. The information we supply to you regarding your account in the Back Office is something we consider invaluable and sets us apart from our competition. We have created several grouping categories such as DID Groups, E911 Groups, and Endpoint Groups which allow you to create groupings of these respective bits of information to assist you with the day-to-day operations of running your business. If you have not yet taken advantage of these, we strongly suggest you read the Wiki articles to familiarize yourself with the features and functionality of each. You may want to start with the DID Groups as that was the first one and is broken down nicely for the beginner.
As we have created these features and now have three separate 'Groups' categories, we realized that it would be helpful to you if we created a way for you to manage the data within each group in a way that aggregates the information from each. Hence, we have created the Clients tab in the Back Office. Essentially, the Clients tab is an area of the Back Office wherein you can create groupings of the various Group Features we have created (DID, E911, My Endpoint). If this sounds confusing, trust us, it isn't and by reading this article you will quickly see why.

Consider the fact that you may have many different customers with many DIDs and services (such as 911, CNAM, etc.). By placing these customers into grouping categories, you can separate them and their services into an easily managed group and view a snapshot of that information or dig down into it deeply. If you have customer XYZ for example and have created a DID Group, an E911 Group, and an Endpoint Group, you must navigate to each of the respective groups individually and individually view the information for each group. While this is certainly beneficial and useful in many instances, by taking advantage of the Clients feature, you are now able to aggregate information as you see fit. Perhaps you have created a DID Group for XYZ Company and ABC Company--two of your largest customers. By creating a Client called 'XYZ/ABC' (this name is just an example, it is entirely up to your discretion what name you choose), you can aggregate the information from both groups into one data set to see combined totals. The true beauty of the Clients feature is that there are no stringent rules that must be followed. We leave it up to you to decide how to combine the information as you see fit. You can have Clients that contain only DID Groups, only E911 Groups, etc.; or, you can use any combination for those groups. The main thing to remember when creating Clients is that the respective Groups you choose to aggregate can only be in one Client at a time. Using our XYZ Company example, if you create a Client containing a DID Group (named XYZ), and a 911 Group (again named XYZ), you cannot then attempt to put those groups into a different Client. Only Groups that aren't already assigned to a Client will be visible when you are creating the Clients.

There are a few things to keep in mind when creating Clients and viewing the resulting information. When you drill down into an existing Client, you are presented with granularity that lets you view a specific category pertaining to that Client. The categories are Main, DIDs, E911, Endpoints, Porting, Billing, Logins, Order Settings, Pending Orders, Order History, Tickets, and Client Settings. Each of these categories is going to give specific information that pertains to the Groups you have placed within the Client. This means if you click the Porting link and selected Endpoints and DID Groups, you will see porting information related to the chosen Endpoint Group AND chosen DID Groups. The Client feature is always going to return information from the groups you have selected regardless of which link you click. When you drill down into a Client, you will see many of the same columns in the other group features. You may see slight discrepancies between these columns and some of the links previously mentioned. Our system uses different reporting tables to populate these fields and we must account for adding and removing of DIDs in the Groups. If a DID was removed from an associated endpoint group during the selected time span then that DIDs usage will not be included in the bottom value, but will in the top; therefore, consider the information at the top of the clients page the most accurate. These discrepancies should be minor, but we want to point this out to avoid any confusion as you view the information and use the feature.

We're confident that once you start using the Clients feature you will quickly see the value in it. We designed it, so you can easily add and remove Groups to existing Clients and view whatever data set you need. We made a drop-down menu at the top of the page, so you don't have to waste unnecessary steps getting to what you need. As such, you can quickly remove a DID Group from one Client, use the drop down at the top of the page to switch to a different Client and add the just removed DID Group to that different Client. The screenshots below should bring clarity to all this but if you need further assistance you can contact support.

To create a Client, begin by clicking the 'Clients' tab and select 'Create Client'

In the resulting window, give your Client an appropriate Name, select a Hosted Billing Customer to associate the client to (if applicable), select the desired Groups (Endpoint, DID, E911), add any desired Notes, and click the 'Create Client' button

To view all your created clients, go to the Clients Tab -> Manage Clients

To view all, you can click the 'View All Clients' button or you may select a client in the 'Select a Client' dropdown

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Click 'View All Clients' will allow you to view all of your clients at once.

In the 'Select a Client' dropdown you will be able to choose a client you would like to view

Drilling down into a specific Client gives an overview with various links and data sets and provides options for changing date ranges or editing the Client itself

Each link within the Client shows information pertaining to ALL DIDs from the groups you chose when
creating the Client

The DIDs link from within a Client:

Within the DIDs link you will see a list of all the DIDs this client is in possession of. This page will also show the type of DID (Local, International, Toll-Free), Package(HB association) Network (Carrier), Tier, and what features the number has (CNAM, T38, SMS, etc.). You will also be able to configure the DID by clicking the Pen & Paper. When configuring it will show a pop which allows you to configure each feature for the DID. *When a DID is listed in red, the customer is not associated, to *a hosted billing customer, in our billing platform. ** This is only applicable to customers using Hosted Billing.

Note: Update the date range will affect only the table above the tabs and will not affect the charts below. The charts are all Month-To-Date information.

You may also directly go straight to the Client DIDs when going to the Clients Tab -> Client DIDs in the main set of tabs.

The E911 link from within the Client

Within in the E911 link you will see all the registered, unregistered, and off-network E911 DIDs this client has. In the second pie chart, this shows how many DIDs have an Alert contact assigned to a E911 DID. You can set an Alert for a E911 DID by going to the E911 tab on the main set of tabs. For more information on the E911 Alerts (click here).
Note: Update the date range will affect only the table above the tabs and will not affect the charts below. The charts are all Month-To-Date information.

The Endpoints link from within the Client

Within the Endpoints link you will see a list of your endpoint groups. The information shows the endpoint group names, ID number, how many IPs you have associated with each group, the CPS settings, which VI server they are associated with, rate deck, and then their data for their calls.

Note: Update the date range will affect only the table above the tabs and will not affect the charts below. The charts are all Month-To-Date information.

You may also directly go straight to the Client Endpoints when going to the Clients Tab -> Client Endpoints in the main set of tabs.

The Porting link within the Client

The Porting link will show you if there are any ports for the client you are looking up information for. The link will list created ports, completed ports, ports that are soon to port, ports that are in jeopardy, ports with FOC, ports without FOC, and ports that are pending signature.
Note: Update the date range will affect only the table above the tabs and will not affect the charts below. The charts are all Month-To-Date information.

The Billing link with the Client

The billing link will show a breakdown of all the charges that are associated with the client you are currently looking at.
Note: Update the date range will affect only the table above the tabs and will not affect the charts below. The charts are all Month-To-Date information.

The Logins link within the Client

The Logins link will show the different logins in associated with the client you are currently looking at. You may also add a new login if your client would like to add multiple users to look at their information and you can control the information that the user will be able access before adding the new login. Once you add the login, our system will send your client an email that will ask them to set their new password for their end user portal which you can impersonate as.
For more information on setting up the end user portal click here.
For more information on an overview of the end user portal click here.

You may also directly go straight to the Client Logins when going to the Clients Tab -> Client Logins
in the main set of tabs.

The Order Settings link within the Client

The Order Settings link will give you the ability to set what DIDs your clients can put an order request in for. You can break it down by an overall DID ordering which you can turn off completely, set it so they can provision 911 for a DID, and select different features such as T38, Outbound CNAM (CNAM Storage), and SMS. Other options you can select are you can set Call Forwards and Failover Numbers set by your clients to be auto-approved. You may also set different Carriers and Tiers to be available or unavailable, so when your client is putting a request in you can limit the Carriers or Tiers they can choose from.

The Pending Orders link within the Client

Within the Pending Orders link you will be able to see any pending orders your client has placed. Here you will be able to approve or reject the pending orders, once approve or rejected you may then go to the Order History link within the client

The Order History link within the Client

This is the Order History link is where you can see the orders that you have rejected or approved for your client. If you accidently reject an order you may undo that rejection on the Order History link as well.

The Tickets link within the Client

On the Tickets link you will be able to see any tickets that your customer submits through their end user portal. You will also be able to change their status (Submitted, Resolved, Verified) if you click 'View>>'. Once you are viewing a specific ticket you are also able to reply to your clients.

The Client Settings link within the Client

Within the Client Settings link you will be able to set a client to a specific endpoint group, DID group, or 911 group. You will also be able to change the name of the
Client and if you want to assign a hosted billing customer you can do that as well on this page. One thing you can include is internal notes on this client if you think it is important to note.

You may also directly go straight to the Client Settings when going to the Clients Tab -> Client
Settings in the main set of tabs.