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 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

Roles of BOSS UsersSERVICE ADMIN Create and Submit Product / Service requests

Manage inventory of all IPTel and other productsLiaison between Department and BOSS Operator

BILL ADMIN Create and Manage dept BOSS accountVerify the Account No, WBS & GL Code of requestsVerify the Monthly Bills from the BOSS system ** Same staff can be both Service and Bill Admin

APPROVER Approve/Reject requests made by Service Admin and verified by Bill admin

Should be Senior AO or higher position

OPERATOR Verify and execute requests submitted by Service Admins upon approval

Manage departmental users in the system– Service/Bill Admins and Approvers

Resolve billing disputes

BOSS DefinitionsPRODUCT (Request)

Any item that is new to the dept e.g. new phone, new extension, new feature in a phone Charges are mandatory Some may incur monthly subscription charges Product Requests require Bill Admin verification and Approver

SERVICE (Request)

Any change to an existing subscribed Product e.g. display name, termination, assignment Service Requests does not require verification and Approver Charges may be waived by Operator

PACKAGE Combination of two or more Products

BOSS DefinitionsPRODUCT / SERVICE CODECat-type-descIPT-H-7940

IPT/OTH – IPTel or others H (Hardware) A (Application) S (Service) P (Product) Specific description

SERVICE NO.2006-5000019-012006-5000019-02

Identification of the specific service offered by Computer Centre e.g. IP Phone, DID extension, service request Two parts – Primary number & secondary number

SERVICE NO. / BILLING DESCRIPTION

Details of the service subscribed to e.g. name of staff, extension #

Also used in bills

BOSS DefinitionsEXTENSION DID number that can be added to a phone or to multiple

phones (i.e. shared) Can be assigned to only one staff Separate entity from IP Phones The “Primary” extension is IPT-P-DIDEXTN (subscription $1)

Can be assigned to user (displayed in Campus Directory) Provide voice mail feature

The Shared extension is IPT-P-SHAREDEXTN (no subscription) Can be assigned to user (displayed in Campus Directory) No voice mail feature Each IPT-P-SHAREDEXTN depends on a IPT-P-DIDEXTN

“Easy-to-remember” numbers (e.g. 3030, 5554) for dept use can be requested from CC via email to ccetth@nus.edu.sg

Extension / Feature Relationship

IP Phone

ExtensionIPT-P-DIDEXTN

Staff ID + PIN

NUS IDD

Voice Mail

ASSIGNMENT

IP Phone

ExtensionIPT-P-SHAREDEXTN

Staff ID + PIN

NUS IDD

IP Phone

ExtensionIPT-P-SHAREDEXTN

Staff ID + PIN

NUS IDD

ASSIGNMENTASSIGNMENT

GRANTGRANTGRANT

NNNNNNNNNNNN

Product/Service Relationship S/N Product Applicable Service

1 IPT-H-7940IPT-H-7960IPT-H-7936IPT-H-7914IPT-H-ATAIPT-A-IPCOMM

IPT-S-CALLFWDIPT-S-DISPLAYNAMEIPT-S-REPFPHONEIPT-S-TERMINATION

2. IPT-P-DIDEXTN IPT-S-OUTCALLBLKIPT-S-REASSIGNUSERIPT-S-UNASSIGNUSERIPT-S-VOICEMAILIPT-S-TERMINATION

3. IPT-P-SHAREDEXTN IPT-S-REASSIGNUSERIPT-S-UNASSIGNUSERIPT-S-TERMINATION

4. IPT-P-CALLPICKUPGRP IPT-S-CALLPICKUPGRPIPT-S-TERMINATION

S/N Product Applicable Service

5. IPT-P-HUNTGRP IPT-S-HUNTGRPIPT-S-TERMINATION

6. IPT-P-DIRIDD IPT-S-UNASSIGNUSERIPT-S-REASSIGNUSERIPT-S-TERMINATION

7. IPT-P-INTERCOM IPT-S-INTERCOMIPT-S-TERMINATION

8. IPT-P-IVRPORT IPT-S-IVRPORTIPT-S-TERMINATION

Product/Service Relationship

Policies

1. 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)

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

http://iptel.nus.edu.sg

BOSS Product Request Work Flow

ServiceAdmin Bill

Admin

Approver

Operator

EM

AIL

TR

IGG

ER

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

Approver is allowed to use either the Task List

or the email notification hyperlink to view the

request

Rejected

Approved

EMAIL TRIGGER will be sent to both

Service Admin & list of Operators

Task List is removed for

the Bill Admin & a new task is created for the

Approver

EMAIL TRIGGER will be sent to only Service Admin &

Task will be deleted

EMAIL TRIGGER will be sent to Service Admin when the task

is closed

Task will be cleared

Step 1 Step 2

Step 3

Step 4Step 5

Billing Schedule

1 June

SAMPLE Bill will be sent to every Bill Admin

for verification

NO amount will be deducted from the

department

1 July

Usage-only Bill Amount will be

deducted from the respective department

WBS using OFN interface

Only local/IDD call charges

amount will be billed to

department

1 Aug

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.

Usage will be billed

New products added during this period will be prorated.

Full Bill

1. Local/IDD call charges for July 2006

2. Prorated subscription & one-time charges for Products applied in July 2006

3. Advance subscription charges for all products used by department

1 Sep

Same as Aug Bill

Billing ExampleExample –

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)

Billing Disputes

BOSS System notifies Bill Admin of new bill on 1st day of month

EM

AIL

TR

IGG

ER

Dispute

Bill Admin follows hyperlink to view

and download/print bill for verification

and filing

No Dispute

BOSS System sends data to OFN for deduction on 7th day of the month

Bill Admin indicate disputed item online while viewing bill

EM

AIL

TR

IGG

EROperator

BOSS Operator investigate and resolve dispute

BOSS Operator to credit disputed amount to

department; system to deducted credited amount

from next month’s bill

BillAdmin

BOSS System Walk-thru

To Launch the BOSS application, either

Go to the IPTel Web Portal

Customer Service->E-services->BOSS

Or

Enter URL https://iptel.nus.edu.sg/boss/

-> Note that you can only access the BOSS system after logging into the NUS network

ScenariosExample 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

ScenariosExample 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

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)

Scenarios

Example 6: Transfering IP Phone between depts

Step 1. Miscellaneous Request – OTH-MISC

Specify Service No. , Receiving Dept. and effective date in the Remarks

BOSS Issue Escalation

Contact for the BOSS Operator

- Tel # 6516 7440

- Email: nusboss@nus.edu.sg

Email notification will be sent out prior to general launch

Please brief your department colleagues esp. Approvers of the new system

Role of ITCare

For Users

• Faults and Usage issues

• Phone Breakdown

• Network & Power point provisioning

Preparation for Launch

1. Service/Bill admins login to the BOSS system & ensure that you have the right access permission

2. Verify with department BOSS list (Service Admins, Bill Admins, Approvers) confirm that they can logon to the application.

3. Perform all neccessary bill set up (Request A/C, Assign WBS, Assign Phones to A/C, Change A/C Description)

4. 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.

FAQQ1. 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?

Thank You

BOSS Products / ServicesIPTel ProductsIPTel 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 ServicesIPTel Services

• Removal of Direct 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 ProductsMiscellaneous 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 iptel.nus.edu.sg or www.nus.edu.sg/comcen/itcare/forms.htm