Covad Integrated Access Product Training

1
Covad Integrated Access Product Training

• March 2009

2
Agenda

• Product training
• History, what it is, differentiators, product
  features, network diagram
• Process
• Provisioning
• Installation
• Support
• Billing
• QA

3
Covad Integrated Access History

• Legacy Integrated Access (IA) service sales were
  halted in favor of developing an easier to
  market, provision, and install solution
• A new and improved IA service
• A simplified version of our legacy offering
• Replaces the legacy Covad IA services
• Easier to market and provision
• Base bundle includes VOA T1 and 4 voice lines

4
What Is Covad Integrated Access?

• Phone and Internet service combined on a single
  high-quality connection
• Dynamically allocates bandwidth based on the
  requirements of the phone and Internet traffic
  needs
• Unlimited local calling
• Free site-to-site calls to any Covad IA site on
  Covads nationwide network, including
  out-of-state
• One provider, one bill, one vendor to contact for
  support

5
IA/SIP Trunking Service Differentiation

• Service and Pricing
• One service with one price nationwide to serve
  all termination services
• Analog
• Digital
• IP PBX
• Supports SIP trunking and caters to the IP PBX
  market
• Start with 4 lines to address the very small
  business
• Flexibility to add one line at a time or select
  calling plans
• Simplified, with no custom configurations or ICB
• Standardized, so it can be sold, provisioned, and
  supported easily

6
IA/SIP Trunking Service Differentiation (contd)

• Automation
• Quote-to-Order tool
• Create a quote in 3 steps
• Communication at every step of the process
• Customizable quote with partner/agent contact
  information
• Quote and contract acceptance online
• Customer site details captured online
• Order submission done online

7
IA/SIP Trunking Service Differentiation (contd)

• Covad voice network upgraded for stabilization
• Session border controllers added to the voice
  network
• Migrating PSTN traffic to SIP connections
• Added additional network server in McLean, VA, as
  a redundant call-routing resource
• Integrated a new advanced VoIP call-troubleshootin
  g tool
• 911 solution outsourced
• Rebuilt for strength
• Virtual reconstruction of main VSO in San Jose
  (vLANs)
• Los Angeles VSO was rebuilt
• Upgraded voicemail platform hardware

8
What Are IAs Features?

• Included Features
• VOA T1 with 4 phone lines
• Up to 10 phone numbers
• Unlimited local calling
• Free site-to-site calling
• Metered domestic long distance calls (4 a
  minute)
• Metered international long distance calls
• E911
• Business continuity feature
• Free IAD or router
• Business-class SLAs
• 30-day no-risk guarantee

• Options
• Additional phone lines (up to maximum of 12)
• Domestic long distance plans (2K, 5K, 10K, or 18K
  min)
• Toll-free numbers
• Additional phone numbers
• Email/web hosting packages

9
Network Architecture Diagram
Integrated Access Premises-based Service
10
Benefits of Adding SIP Trunking

• Addresses IP PBX customers, the fastest growing
  segment of the IA market
• Simpler IP end-to-end, with no IP-to-TDM (time
  division multiplexing) conversion at the customer
  premises
• Migration path to hosted services SIP IP phones
  work with hosted services

10
11
Quote-to-Order Sales Process

• Partners access the broadband and IA Prequal
  through your unique ordering URL
• Partner creates quote online using
  Quote-to-Order tool
• Step 1. Quote submitted
• Partner emails customer quote/contract through
  the Quote-to-Order tool
• Customer accepts the contract online
• Step 2. Quote accepted
• Customer fills in their My Covad Account
  information online
• Customer fills in the customer site details form
  online
• Customer submits order for provisioning
• Step 3. Order officially submitted and the 45-day
  clock starts ticking

12
Quote-to-Order Emails
12
13
Key Items for Quote-to-Order Tool

• 911 service is only provided to a customer if the
  location address is in the correct format
• Customer fax numbers cannot be portedverify that
  none of the numbers requested are fax numbers
• Partner is responsible for
• Tracking quotes
• Making sure the customer accepts the contract
• Making sure the customer completes the customer
  contact and site information
• Customers must use Internet Explorer when
  completing the contact and location information

14
Covad Policies

• Covad does not support
• Custom-dial peer plans for KTS/analog systems
• POS or alarm systems
• Specific phone number requests
• Configuration and support of the PBX
• G.711 is the only codec supported by Covad
• Inbound caller phone number is displayed (name is
  not supported)
• IAD or router installation performed only by
  Covad Installation Services Group (ISG)
• Service presents the full 10-digit number to the
  digital or IP PBX so the PBX can provide the
  DID-based functions
• Covad Integrated Access can support fax
  transmissions of up to three 20-page documents
  per hour.

15
What Is the Provisioning Process?

• The Covad provisioning process takes 45 calendar
  days from the date of order submission
• Delays in quoting or order completion result in
  delays to the start of the 45-day provisioning
  process
• A Covad project coordinator (PC) manages the
  order through each step of the process
• The Covad PC will
• Order the broadband circuit
• Activate the new phone numbers
• Port the existing phone numbers
• Schedule the installation

16
Provisioning Process Emails
17
What Is the Installation Process?

• Installation takes 2 days
• The pre-installation day and the final
  installation day
• Scheduling is handled by the PC
• Before the pre-installation, the equipment is
  shipped to the customer
• The PC verifies that the customer has the
  equipment available onsite for the
  pre-installation appointment
• On the pre-installation day
• Customer must be on site
• The appointment may take 3 hours
• FST is on site to perform the configurations for
  the router or IAD
• At the final installation, testing and porting
  are done remotely by the FE
• The PBX vendor and customer must be on site for
  the final installation
• The PC schedules the PBX vendor to be on site for
  the final installation
• PBX vendor performs the connection and
  configurations for the PBX
• Step-by-step guides are available on the PBX
  vendors websites and links will be provided on
  the Covad Alliance Center

18
What Happens After Installation?

• After successful installation, an Installation
  Complete notice is sent via email
• Covad uses this notice to confirm the service
  activation date
• Upon completion of installation, broadband
  connection and Internet access are active
• Phone service, including 911 calls, is also active

19
What Is the Support Process?

• Customer calls 800-278-7114, Option 2

20
What Is the Billing Process?

• Invoices are generated on the first of each
  calendar month
• A consolidated bill for all of the customers
  locations
• The first invoice is dated the first of the month
  following the installation
• First invoices may include prorated charges for a
  partial month and standard charges for the month
  of the invoice
• Monthly recurring charges are billed in advance
• Non-recurring charges are billed in the month
  following the date they occurred
• Usage charges are billed for the previous month
• Usage charges include calls from the 29th of one
  month to the 28th of the following month
• Billing inquiries 800-278-7114, option 5, option
  1, or email voipbilling_at_covad.com

21
New Billing Invoice
22
What Are the Early Termination Fees?

• 1 year200 per remaining month
• 2 year150 per remaining month
• 3 year100 per remaining month

23
What Is the Sales Compensation?

• Partners/agents currently paid on broadband
  access monthly billed revenue
• Partners are paid after the installation is
  complete
• The amount and customer details are reflected on
  the statement under Access

24
Tools to Fit Your Sales Process

• Step4Propose Solution
• PricingIntegrated Access Price List
• OnlineQuote-to-Order system
• PricingInternational and long distance rates
• Step5Uncover and Mitigate Risk
• Training ToolObjection Handling
• Step6Secure Commitment
• OnlineQuote-to-Order system
• Review helpful job aids for Quote-to-Order
  Account Creation and Customer Site Detail

• Step1Spot Opportunities
• Sales ToolIntegrated Access At-A-Glance
• Product ToolBulletin Covad Launches New
  Integrated Access Service
• Step2Uncover Needs
• Product ToolFAQ for sales reps
• Product ToolIA Availability Map
• Step3Uncover Requirements
• Sales ToolCovad Solutions Overview and
  Comparison
• Product ToolSupported PBX list
• Product ToolCovad Integrated Access Prequal tool

All documents can be found on the Covad Alliance
Center