GETTING STARTED WITH THE TRUNK SERVICES PORTAL · Trunk service. As a TWCBC PRI or SIP Trunk customer, you have several ways to manage selected features of your TWCBC PRI or SIP Trunk

GETTING STARTED WITH THE TRUNK SERVICES PORTALUSER GUIDE

Last Updated: January 2016

User Guide: Trunk Services Portal 2Time Warner Cable Business Class

ContentsContentsIntroduction 3Welcome 4

Accessing the Trunk Services Portal 5Accessing These Services 6Create an Administrator Account 6Sign In to the Portal 10Navigating the Home Page 11

Managing Your Services 13Alternate Routing 14Trunk Overflow 15

Call Details 17The Call Details Overview Tab 19The Call Summary Tab 20The Call Details Tab 21The My Plan Tab 23The Usage Reports Tab 24How Do I Use (Outbound) Call Usage Reports? 24How Do I Use Toll-Free Reports? 28Downloaded Reports 31

Account Administration and Support 33Viewing and Editing Your Profile 34Support 35


Introduction


WelcomeThank you for choosing Time Warner Cable Business Class (TWCBC) for your PRI or SIP Trunk service.

As a TWCBC PRI or SIP Trunk customer, you have several ways to manage selected features of your TWCBC PRI or SIP Trunk service.

The Trunk Services portal is the main tool you will use to manage two important features of your TWCBC PRI or SIP Trunk service. This portal is available any time from any Internet connection and changes take effect in real time.

As your company’s Administrator, this portal will allow you to:

• Manage the Alternate Routing feature and optional Trunk Overflow feature.

• Review calling history, including printing copies and saving to a file on your computer.

• Run call history reports highlighting calling patterns.

While the portal is the most efficient way to perform these tasks, if you encounter difficulties you can contact TWCBC via chat, email or phone with a service request.

How to Use this Document

This document is organized into sections based on common tasks such as setting up and changing alternate routing and trunk overflow, accessing call history, running reports and getting help.

Throughout this document, you will see important Alerts and useful Tips displayed in the Notes field such as this.

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Introduction


Accessing the Trunk Services Portal


Accessing These ServicesFor security purposes, anyone accessing the Trunk Services portal must have an Administrator account, proving that they are authorized to manage your TWCBC PRI or SIP Trunks service.

Create an Administrator AccountThe first thing you need to do is create an Administrator account.

Step 1Gather the following information:

• An active email address where you will receive a confirmation email during the account creation process.

• Your company’s billing ZIP code as registered with TWCBC.

• Your TWCBC Account Number (This number can be found on your installation receipt if you are a new customer, or on your invoice if you are an existing customer.)

• Your 4-digit Customer Code (This 4-digit number was created when you ordered your service. It can be found on your TWCBC contract or on your invoice. Contact your local TWCBC billing office if you cannot locate your Customer Code.)

In addition, during the process, you will be asked to create these other pieces of information:

• Administrator Username.

• Administrator Password.

• Two security questions and answers of your choosing.

Follow the steps below to register as the Administrator. The first person to register using the Account Number and Customer Code will be the Primary Administrator.

1. In your browser, navigate to http://trunkadmin.twcbc.com

Figure 1: Registration


The Administrator account provides access to your account information, call history and various service settings. Protect your account credentials!

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2. Click the REGISTER NOW link in the lower left area of the sign in screen.

3. Your web browser should open a window or tab with step 1 of the “Create Your Account” form for you to fill out.

Figure 2: Create Your Account - Step 1

4. Enter your account phone number or account number, plus your account ZIP Code. Your account number can be found near the top of your TWCBC invoice.

5. Click Next.


6. Enter your customer code. Your customer code can also be found near the top of your TWCBC invoice.

7. Click Next.



8. Enter your email address to receive account-related information from TWCBC.

9. Enter a Username you will use when signing in to the portal.

NOTE: Your Username must conform to the following rules:

• Must be between 5 and 64 characters long.

• Cannot use certain special characters.

• Cannot contain spaces.

• Cannot contain objectionable or prohibited words.

10. Enter a Password that is secure and easy for you to remember, then enter it again in the Confirm Password field.

NOTE: Your password must conform to the following rules:

• Must be between 8 and 16 characters long.

• Must contain letters and numbers only.

• Must start with a letter.

• Must contain at least one number.

• Cannot match your Username.

• Cannot have any character repeated four times in a row.

11. Click Next.




12. Define your own questions and answers for Security Question #1 and Security Question #2. These will be used to verify your identify if you ever need to reset your Password.

NOTE: Consider the following when establishing your security questions:

• Security questions are used to verify your identity when resetting your password or emailing your user ID.

• These questions are unique to you and should be things you can easily remember, but that are not easy for others to guess.

• Be sure to capitalize, punctuate, and spell your answers the way you are most likely to type them in again later.

13. Click the Submit button at the bottom of the page. A confirmation page will appear and you can sign in to the portal from here. You can also use the same username/password to access My Account.

14. Once you sign in, you can edit your profile information at any time via the Profile link in the top right corner of the portal.




Sign In to the Portal

Accessing your TWCBC Trunk service call history, reports and selected features starts with signing in to the self-service portal using your Administrator account.

If you do not have an Administrator account, please see Accessing These Services.

The Trunk Services portal requires secure authentication using a Username and Password unique to each Administrator. Trunk Services Sign-in Page.

Figure 6: Trunk Services Sign-in Page

1. In your browser, navigate to http://trunkadmin.twcbc.com. You will be presented with a sign-in screen.

2. Enter your Username and Password into the Username and Password fields.

3. Click the SIGN IN button.

Once you have successfully signed in, you will see “Welcome to the Trunk Services Portal” – this is the Home page.

• Click the ‘Remember Me’ checkbox if you are using a private computer and wish the Trunk Services portal to remember your Username for a future sign in.

• Use the Forgot Username? and Forgot Password? links if you are having trouble remembering your Username or Password.

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Navigating the Home Page

The Trunk Services portal Home page is your launch pad for all activities in the portal.

Figure 7: Trunk Services Home Page

1. You can use the Profile link to edit your name and Username, change your Password and edit your security questions.

2. The “My Portals” drop-down menu provides convenient access to other TWCBC portals, such as My Account and Voice Manager (if your account is subscribed).

3. Your account information is available in the gray drop-down menu at the top of the page.

4. Quickly access areas of the site using the tabs at the top of the page to navigate to Call Details and Support.

• The Call Details tab will connect you with your Call Details to view your usage and charges.

• The Support tab provides FAQs, How-Tos, Videos, User Guides and contact information for TWCBC Customer Support.

5. The Trunk Overflow tool lets you set the target number for calls to overflow to when your trunk is overloaded.


The Trunk Overflow option may not appear if you do not have this optional feature on your account.

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6. The Alternate Routing tool lets you set the target number for calls to be forwarded to if your service is interrupted.

7. To the right of the page you will see current call details. From here you can click to see more information.

Feel free to explore the Home page for yourself, or read the following sections for guidance on specific tasks. Your Home page may look slightly different - the Home page is customized to your service; however the basic elements – the black banner, My Portals, account information, Call Details and available features – will always be in this layout.


Managing Your Services


Alternate RoutingThe Alternate Routing feature enables you to re-route incoming calls when your primary PRI or SIP Trunk answering location is not reachable or cannot take calls. This feature is intended for customers who are concerned about business continuity issues due to a service or equipment issue.

Please keep the following in mind when activating this feature:

• This feature is available for inbound calls only.

• This feature will be set to activate automatically whenever outages are detected. This feature will automatically resume standard routing when an outage is no longer detected.

• Re-routing applies to a single alternate telephone number for each account.

• This feature does allow you to re-route calls to another carrier’s line or trunk.

• Inbound calls will automatically re-route to the alternate destination when:

- Service is unavailable during an outage.

- The site is not available due to a power outage.

- The PBX at that site is unavailable.

To set this feature to activate automatically:

Figure 8: Alternate Routing

1. Type in the 10-digit telephone number to which you would like calls sent in the event you experience an outage.

2. Click the On button.

3. Click Save to make your change effective.

4. You will see a message confirming the change.


Before you start, decide where you would like to route calls in the event of an outage. Common considerations are:

• Will the alternate destination represent your company appropriately?

• Will the alternate destination be ready to handle your peak inbound call volume?

If the alternate answering location you select is a long-distance or other chargeable destination as compared to the original destination, you will incur charges for each call that is re-routed.

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You may reroute your inbound traffic to a telephone number within the North America dialing plan, including a toll free number or Canadian number. However, calls CANNOT be rerouted to the following types of telephone numbers:

• 900/976 numbers.

• Caribbean numbers EXCEPT those that are to US territories (Puerto Rico and US Virgin Islands). Rerouting to telephone numbers in US territories is allowed.

• Any number within the account that is being rerouted.

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Before you start, decide where you would like to route overflow calls. Routing overflow calls to a second business location or an answering service are popular choices.

To suspend operation of this feature:

5. Click the Off button.

6. Click Save.


Trunk OverflowThe optional Trunk Overflow feature provides an inbound solution when the primary destination trunk is out of capacity (i.e., all channels on the account are busy/in use). The feature will re-route the traffic to a telephone number designated by you, the Administrator.

Please keep in mind the following when applying the Trunk Overflow feature to your service:

• A destination telephone number may be inserted or changed for each account at any time.

• All channels/call paths in all trunks must be busy before Trunk Overflow will begin re-routing calls.

• The Trunk Services portal displays the feature’s current status and configuration if you have subscribed to the feature.

• Changes take effect immediately and the Trunk Services portal provides confirmation when the transaction is complete.

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Customer Question“My PBX is not receiving calls, but Alternate Routing didn’t activate. I had an alternate telephone number entered and the feature was turned ‘on.’ What happened?”

The Alternate Routing feature is looking for a loss of communication between your PBX and the TWC network before stepping in to re-route calls. Your PBX may be continuing to communicate with the TWC network even though your PBX is not processing calls correctly.

Contact TWCBC Customer Support and we can help you isolate the location of the problem.

All PRI channels or SIP call paths must be busy in ALL trunk groups at your service location before the Trunk Overflow feature will begin re-routing any additional calls to the designated location.

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To set this feature to activate automatically:

Figure 9: Trunk Overflow

1. Type in the 10-digit telephone number to which you would like calls sent in the event you experience a busy overflow condition.

2. Click the On button.

3. Click Save to make your change effective.


To suspend operation of this feature:

1. Click the Off button.

2. Click Save.


You may reroute your inbound traffic to a telephone number within the North America dialing plan, including a toll free number or Canadian number. However, calls CANNOT be rerouted to the following types of telephone numbers:

• 900/976 numbers.

• Caribbean numbers EXCEPT those that are to US territories (Puerto Rico and US Virgin Islands). Rerouting to telephone numbers in US territories is allowed.

• Any number within the account that is being rerouted.

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Call Details


Call Details The Trunk Services portal can be used to display up to the last four months of outbound long distance calling activity and inbound toll-free calling activity (if subscribed to TWCBC Toll-Free service). Call activity shown online includes associated charges (if any) but does not display associated taxes, surcharges and fees – these will appear on your invoice.

To view your information about your calls, click on the Call Details tab. Here you can view your history of the outgoing long distance, international, operator assisted and directory assistance calls. TWCBC PRI/ SIP Trunk service customers that subscribe to TWCBC Toll-Free service will have a toll-free section in their Call Summary to:

• View online call detail by month.

• View online call reports by month (Top 10 Highest Cost Calls, Time of Day, Day of Week etc.).

• Adjust the data view by lead telephone number of a trunk group or in total.

• Print copies of the monthly statements (call detail by month).

• Save the call detail as a file.

Figure 10: Accessing Call Details

To get started, simply click on the invoice date or the Call Details tab.

Call Details will display up to the last four months of outbound long distance calling activity. Call details shown online include associated charges (if any) but do not display taxes, surcharges and fees – these will appear on your monthly invoice.

TWCBC PRI/ SIP Trunk service customers that subscribe to TWCBC Toll-Free service will have a toll-free section in their Call Details.

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Call Details The Call Details Overview TabWhen you click on the Call Details tab, a new set of sub-tabs will be displayed:

Figure 11: The Call Details Overview Tab

1. The Overview Tab: This provides Call Summary and Call Details about your Trunk Service phone calls. If you have TWCBC Toll-Free service and/ or Business Class Phone service, these calls will be included here.

2. The My Plan Tab: Here you can review the calling plans that are assigned to your account.

3. The Usage Reports Tab: On this tab, you can generate customized reports such as Top 10 Highest Cost Calls or Time of Day Usage Summary.

4. The Downloaded Reports Tab: Any reports you have downloaded previously can be found here. An indicator displays how many reports are available on this tab.

5. If you have more than one service (Business Class Phone, PRI/ SIP Trunk service, Toll-Free service), you will see a drop-down menu where you can select the service you want to view.

6. The current billing period is displayed by default, which shows unbilled charges. You can click on this drop-down to see up to four months of historical billing data.

7. To see more information about a service, click on the service name at the top of each section. This will take you to the Call Summary tab.

Your call history only shows chargeable calls. That is, calls for which you would normally be charged a per-minute usage rate. These include outbound long distance calls, both domestic and international, as well as inbound toll-free calls (if subscribed to TWCBC Toll-Free service). Your call history also shows directory and operator assisted calls.

Outbound long distance calls that are covered by a Trunk Minutes of Use package are shown, but with a $0.00 charge.

Please allow up to 48 hours after a telephone number is activated or changed for the call usage details to be available on this site.

Inbound direct dialed calls and incomplete calls are not chargeable to you and therefore do not appear in your call history.

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Call Details 8. You can sort the columns by clicking each column header.

9. You can sort the data displayed by Phone Numbers or Call Type.

10. The information displayed will include the number of calls, duration and charges for each service type. By clicking on a phone number, you can see more information about its calls.

11. You can download a copy of the information by clicking on Download. *Any reports containing more than 2,000 records will prompt you to confirm the download and subsequently will populate in the Downloaded Reports tab.

The Call Summary TabThere are a number of ways to access the Call Summary tab to see more information about your calls.

1. Click any of the primary headers across the top of the table (service type, number of calls, duration, or charges).

2. Click a specific phone number (if you have the data displayed by phone numbers).

3. Click a specific call type (if you have the data displayed by call type).

By default, the information on the Call Summary will be displayed, but you can view more detailed information by selecting the Call Details tab.

Figure 12: The Call Summary Tab

You can sort the columns by clicking on the arrow next to each column header. For Business Class Phone, the columns provide information about:

A trunk group lead number - sometimes called the pilot number or billing telephone number (BTN) for the trunk group - represents the trunk group itself and all of the Direct Inward Dial telephone numbers assigned to that trunk group.

If there have been no chargeable calls in the billing period, there will be no entry in the Call Summary for that billing period. This applies to the Trunk Lead Numbers summary as well as the Toll-Free Numbers summary.

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Call Details 1. Call Type: Local, Long Distance, International, Directory Assistance, Operator Assistance.

2. Number of Calls by Call Type.

3. Duration by Call Type.

4. Charges by Call Type.

5. Applicable Call Types for that billing period, which are clickable for more information.

6. Click on the Call Details tab to view the detailed information for this period.

The Call Details TabClick on the Call Details tab to view more information and download more detailed reports. The Call Details tab displays information such as the date and time of the call, the originating and receiving phone number, the destination location, the duration, charge and call type. The actual information displayed will depend on the service being viewed.

Figure 13: Call Details Tab

1. In this view, you can filter the calls that are displayed using the drop-down boxes at the top of the list by:


Call Details • Service: This filter will only display a drop-down menu if your account is subscribed to more than one service (e.g., Trunk Service, BCP and/or Toll-Free).

• Call Type (e.g., Local, Long Distance, International, Directory Assistance, Operator Assistance, or Show All Call Types).

• Reporting Period.• Phone Number.

2. When you have selected the criteria to filter by, click Submit.

3. You can also sort the data based on the column titles. A small arrow will appear next to the column currently being sorted to indicate the sort preference. To sort a different column, simply click the name of the column.

4. You can download a copy of the report by clicking Download at the top of the data.*Any reports containing more than 2,000 records will prompt you to confirm the download and subsequently will populate in the Downloaded Reports tab.

Phone Number Call SummaryIf you clicked on a phone number from the Overview page, you will be presented with more detailed information about the calls associated with that number. See the Call Summary Tab to learn more about this format.

Call Details by Phone Number/ TypeIf you clicked on a Call Type (e.g., International) from the Call Summary tab shown above, you will be presented with details for the calls associated with that phone number for that call type. See the Call Details Tab to learn more about this format.

If you have more than one service, such as Business Class Phone and PRI/ SIP Trunk, you do not need to log out of the portal to see call details for each service. Click on the Service drop-down menu to view a different service.

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The My Plan TabYou can review the plans assigned to your account by clicking on the My Plan tab. A new page will be displayed.

Figure 14: The My Plan Tab

Here you can view the following information:

1. The calling plan associated with each service. The default view displays plans for all services. You can view plans by service type by clicking on the drop-down menu at the top right of the report. Depending on the services provided by TWCBC, your options are to view by All Services, Trunk Service, Toll-Free Service and Business Class Phone.

2. The phone number associated with the plan.

3. The service associated with the plan.

4. The status of the plan (Active or Disconnected).

5. The date the plan was connected.

6. The date the plan was or will be disconnected unless it is renewed. *Disconnected plans will remain in the system for 6 months.

Call Details


Call Details The Usage Reports TabUsage Reports give you a fast way to understand your business’s chargeable calling activity by using call history information to answer questions such as “When does my business make the most calls?”.

All TWCBC PRI or SIP Trunks customers have on-demand access to five different types of reports. These reports are generated automatically when selected by you or another Administrator through the Trunk Services portal. Customers who subscribe to the optional Trunk Overflow feature also have access to a Trunk Overflow Calls Summary report.

Depending on the services to which you are subscribed, you will have access to the following reports:

Report TitleBusiness

Class Phone

PRI/ SIP Trunk

Service

Toll-Free Service

Call Duration

Top 10 Longest Duration Calls Report

Top 10 Highest Cost Calls Report

Time of Day Usage Summary Report

Day of Week Usage Summary Report

Trunk Overflow Day of Week Call Summary*

Alternate Routing Day of Week Call Summary

Figure 15: Usage Report Summary

* This report is only available to PRI/ SIP Trunk customers who subscribe to the optional Trunk Overflow feature.

How Do I Use (Outbound) Call Usage Reports?To access your Usage Reports, click on the Call Details tab and then the Usage Reports sub-tab. The Usage Reports page will be displayed with a series of drop-down menus that will guide you through selection of the parameters for the report.

The results of any report can be sorted by clicking on the column headers. You may also save (by clicking on Download) the report results.


Call Details

Figure 16: Usage Reports Tab

1. First select the service for which you wish to generate the report. Depending on your subscribed services, your options will be:

• Trunk Service.

• Toll-Free Service.

• Business Class Phone.

2. Next select the report type. For all three services your options will be:

• Call Duration.

• Top 10 Longest Duration Calls Report.

• Top 10 Highest Cost Calls Report.

• Time of Day Usage Summary Report .

• Day of Week Usage Summary Report.

In addition, Trunk Service customers will see the following report options:

• Trunk Overflow Day of Week Call Summary Report.

• Alternate Routing Day of Week Call Summary.

3. Select the reporting period for the report.

4. Select the phone number for the report, or leave the default set to return data for all

All times are based on the service location associated with the PRI or SIP Trunks account. That might not be the same time zone as you!

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In some instances you may see more than 10 calls in these reports if a number of calls all have identical durations or costs. In this case you will see all calls with the top 10 durations or costs.

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Call Details phone numbers.

5. Click Submit.

The results of any report can be sorted by clicking on the column headers. You may also save a copy (by clicking on Download) of the report results. An example is provided below:

Figure 17: Example Usage Report

Report Title DescriptionCall Duration Displays daily call information per reporting period.

Top 10 Longest Duration Calls Displays all calls with the top 10 longest duration calls across the reporting period.

Top 10 Highest Cost CallsDisplays all calls with the top 10 highest cost across the reporting period.

Time of Day Call Summary

Displays a summary of call volume activity for each hour in which there was activity during the selected day and reporting period. Click the (+) sign to expand and show all times of day, including those with no calls.

Day of Week Call SummaryDisplays a summary of call volume activity for each day across the reporting period.

Trunk Overflow Day of Week Call Summary Report

Displays a summary of Trunk Overflow call volume activity for each day in the selected reporting period.

Alternate Routing Day of Week Call Summary

Displays a summary of Alternate Routing call volume activity for each day in the selected reporting period.

Figure 18: Report Summary


Call Duration ReportThis report provides the total duration for all calls for the specified criteria, plus itemizes the number of calls by their duration, the number and percentage of calls falling into each duration period and their cost.

Top 10 Highest Cost Calls ReportThis report displays the top 10 highest cost calls for a particular trunk group lead number (i.e., Pilot number or BTN) per reporting period. Remember: charges shown online are exclusive of taxes, surcharges and fees.

Top 10 Longest Calls ReportThis report displays the top 10 longest calls for a particular trunk group lead number (i.e., Pilot number or BTN) per reporting period. Remember: charges shown online are exclusive of taxes, surcharges and fees.

Day of Week Usage Summary ReportThis report displays a summary of call volume activity for each day from 00:00:00 to 23:59:59 in the selected reporting period.

Time of Day Usage Summary ReportThis report displays a summary of call volume activity for each hour in the selected day and reporting period.

Trunk Overflow Calls SummaryThis report is only available to customers subscribing to the Trunk Overflow feature. It displays a summary of Trunk Overflow call volume activity for each day in the selected reporting period. For customers with TWCBC Toll-Free service, the Trunk Overflow Calls Summary aggregates all inbound calls that were re-routed by Trunk Overflow – including direct dialed and Toll-Free calls.

Alternate Routing Calls SummaryThis report displays a summary of Alternate Routing call volume activity for each day in the selected reporting period. For customers with TWCBC Toll-Free service, the Alternate Routing Calls Summary aggregates all inbound calls that were re-routed by Alternate Routing – including direct dialed and Toll-Free calls.

Call Details


How Do I Use Toll-Free Reports?TWCBC Toll-Free service subscribers have access to several reports specifically for understanding their toll-free calling usage. Toll-Free reports can be accessed directly via the Trunk Services portal (http://trunkadmin.twcbc.com) or via My Account.

Toll-Free Service Report Title Description

Call DurationDisplays daily call information per reporting period.

Top 10 Longest Duration Calls Displays all calls with the top 10 longest duration calls across the reporting period.

Top 10 Highest Cost CallsDisplays all calls with the top 10 highest cost across the reporting period.

Time of Day Call Summary

Displays a summary of call volume activity for each hour in which there was activity during the selected day and reporting period. Click the (+) sign to expand and show all times of day, including those with no calls.

Day of Week Call SummaryDisplays a summary of call volume activity for each day across the reporting period.

Figure 19: Toll-Free Reports Summary

The Call Details tool will show toll-free calls in a separate, easy-to-understand section. As with other call detail, the information is available for download as well as printing. Details on toll-free call origination are displayed so that customers can analyze where their toll-free numbers are most effective.

Clicking on the toll-free number provides the Call Summary page. Click on the Call Details tab for more information. The call detail includes the toll-free number itself, ring-to number, as well as the caller’s number.

All charges shown in these reports are exclusive of taxes, surcharges and fees.

Call Details

The Call Details application provides Toll-Free call detail within 72 hours of the end of the call.A

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Figure 20: Example Toll-Free Report

Click on the Usage Reports tab to access on-demand reports providing:

• Call Duration.

• Top 10 Longest Duration Calls.

• Top 10 Highest Cost Calls.

• Time of Day Usage Summary.

• Day of Week Usage Summary.

The results of any report can be sorted by clicking on the column headers. You may also download the results of any report.

Call Duration ReportThis report provides the total duration for all calls for the specified criteria, plus itemizes the number of calls by their duration, the number and percentage of calls falling into each duration period and their cost.

Top 10 Highest Cost Calls ReportThis report displays the top 10 highest cost calls for a particular trunk group lead number (i.e., Pilot number or BTN) per reporting period. Remember: charges shown online are exclusive of taxes, surcharges and fees.

Top 10 Longest Calls ReportThis report displays the top 10 longest calls for a particular trunk group lead number (i.e., Pilot number or BTN) per reporting period. Remember: charges shown online are exclusive of taxes, surcharges and fees.

Call Details


Day of Week Usage Summary ReportThis report displays a summary of call volume activity for each day from 00:00:00 to 23:59:59 in the selected reporting period.

Time of Day Usage Summary ReportThis report displays a summary of call volume activity for each hour in the selected day and reporting period.

Call Details


Downloaded ReportsReports you have previously downloaded are saved for seven days on the Downloaded Reports tab. To download a report, click the Download icon at the top of the report. If the file can be downloaded immediately, you will see options to either save it or open it in Excel.

If the file is more than 2,000 records, a confirmation screen will be displayed before the report is generated. Click Confirm to generate the report.

Figure 21: Download Confirmation

The report will be generated and when it is complete you will be able to download it from the Downloaded Reports page. You can also see the status of reports that are currently being generated.

Figure 22: Downloaded Reports

Call Details


Call Details You can sort downloaded reports by clicking on the icon next to a column title. The icon will only appear in the column you are sorting. Sorting options are by:

1. Date: The date the report was requested.

2. Time: The time the report was requested.

3. Report Name: The title of the report based on topic.

4. Status: “In progress” indicates the report is currently downloading; “Available” indicates the report is available for download.

5. Actions. In the Actions column you have the option to:

• Use the download icon to download a report again.

• Use the trash icon to delete a report from the list.

• Use the X icon to stop generating a report that is in progress.

6. An icon will display the number of reports available for download.


Account Administration and Support


Account Administration & Support

Viewing and Editing Your ProfileThe Trunk Services portal allows you to view, edit and update certain account information, such as your name and contact information.

From any page, you can click on the Profile link in the upper right corner of your screen. When you click on this link, you will see your account information. You may update this information by clicking on the Edit links, entering new information and clicking Submit.

Figure 23: Profile Page

Your changes will not take effect until you click Submit and see the confirmation.

You must enter your current password in order to update your security questions.

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Account Administration & Support

SupportIf you have any questions while you are using the Trunk Services portal, refer to the Support tab on the Trunk Services portal screen. There you will find a toll-free number you can call to reach a TWCBC Customer Care representative. Additional contact information is available under the Contact Us link.

Figure 24: Support Page

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Documents

GETTING STARTED WITH THE TRUNK SERVICES PORTAL · Trunk service. As a TWCBC PRI or SIP Trunk customer, you have several ways to manage selected features of your TWCBC PRI or SIP Trunk