Voip Training
Voip Training
Voip Training
PA R T I C I PA N T ’ S G U I D E
PREPARATION
WRAP-UP
6. What was learned?..........................................................................................................................................................10 min.
OTHER
7. Discuss other service topics deemed necessary by group.................................................................................................. n/a.
VoIP (or Voice Over Internet Protocol) is the new way to make and receive phone calls. VoIP converts your phone calls into data that zips through
your high-speed Internet connection. The big advantage with VoIP is that you can call anywhere at anytime for less money. And it’s better than
your traditional line because it expands the power of your phone.
+THE BASIC
To begin it might be best to review how in-home wiring works today. First here are a few terms that you will run across:
Telephone Adapter (TA): This device you might be more familiar with of because it has the label Linksys or AT&T on it.
Network Interface Device (NID): This is the device that usually sits on the outside of a client’s house. This is important because it is crucial
that we break the “network connection” between the phone company and the wiring within the house. If you fail to do this at the proper time
you will permanently damage the TA hardware. (NOTE: sometimes a NID may be referred to as a NIU or Network Interface Unit)
Customer Bridge Module: These devices currently reside within the NID. Note the two posts on this block, they are called ‘Binding Posts’. It is
common for there to be more than one of these Customer Bridge Modules within a NID. The second Customer Bridge Module within the NID
is the wiring for an additional phone line with in the home. Even though a NID has two Customer Bridge Modules in it, it does not necessarily
mean that both lines are active or in use.
JQUAD: This is the standard wire that is strung through customer’s house. It is a 2-pair cable (4 wires) and usually it is NOT twisted, unlike
Cat5 cable. However you might encounter twisted cable also.
The local telephone company wires in the service connection or the service wire into the NID using service wire. Typically this is a large
cluster of wire wrapped in some type of insulation (usually black) and it enters on the “Telco Access” side of the NID. We will never touch the
Telco side of a NID, only the “Customer Access” side.
The service connection then has a single pair of wires that move the data from the Telco Access of the NID to the Customer Access side of
the NID. From there the Binding Posts hold the client’s phone service. All of the jacks in a client’s home are wired in to an access hole on the
Customer Access side of the NID and connected to the Binding Post. The red and green posts have a very important role in what we will do for
VoIP in-home wiring.
Based on current limitations, if the customer does not have a NID or the NID is not within reach of the ground we cannot preform in-home
wiring portion of VoIP.
If the client has no dial tone, find out why. Did they disconnect service already? Have they ported the number to Vonage already? If the
customer is currently in the number porting process, discuss that we cannot verify that the jacks worked properly and cannot warranty that they
will all work after the fact.
Here we go! Open the NID, remember the “Customer Access” side is the only side of the NID that we work in.
First, take a few moments to label the wires that are currently hooked up inside. One method that you could use to do this is to start with the
binding post in the upper left hand corner and work right and top to bottom.
1 2 B1-green B1-red
3 4
B2-green B2-red
You might also consider labeling the wire by indicating the first Customer Bridge Module and the color of the post that is attached to it, e.x.
B1-Red and B1-Green.
Disconnect the connection between the Customer Access and the Telco Access side of the NID. In some Customer Bridge Modules, this will
be as easy as removing the RJ-11 connection from the Customer Bridge Module. When using the red and green binding posts Customer Bridge
Modules, you need to loosen the binding post using a Phillips screwdriver and removing the wire. These wires will need to be cut to remove the
exposed wire and then terminated using electrical wire.
If the client has two lines in the NID and two lines in their house, and would like to have all phone jacks in their house use VoIP service you will
need to take an extra step. Using the binding post Customer Bridge Modules, combine the wires that attach to the same color binding post.
To give an example, if the client has two lines you need to disconnect the two wires in the red binding posts and connect them together, then
terminate them with electrical tape. The same will need to be done for the wires connected to the green binding posts.
In the Customer Bridge Modules that utilize the RJ-11 plugs, remove the wires from the Customer Bridge Modules and combine them as
described above.
If the customer still desires to keep their second line active you need to ensure that you terminate the correct line within the house. Trial and
error might be the best way to accomplish this. Check and verify after you have terminated one of the two lines that phone service is active on
the line that is to remain connected BEFORE YOU HOOK UP THE TA! If you terminated the wrong line, reconnect the line in the manner it was
hooked up prior to you disconnecting it (this is why we label the wires). Then break the connection of the second line.
This completes the work that you need to preform at the NID, at least for now.
Our next step is to set up the equipment inside of home. Below is a basic diagram of what this setup will look like.
Connection to network
NOTE: Ensure that we have verified that a seperate DSL line was run to the DSL Modem, the line out of the TA will connect to the rest of the
phones in the house.
CONNECTION
TO PHONE
NETWORK
Connection to net work
+SOFTWARE SETUP
The software setup might vary slightly based on the service provider. If VoIP hardware is sold in the store ESC will capture the info that
is necessary to start the setup process, including the capture of the client’s Credit Card. This is all automatically transferred to the proper
VoIP service provider.
If the hardware is not sold in the store you need to sit down with the client and their credit card and visit the service providers website.
The client will need to choose the level of service they wish to have, enter in their hardware ID (similar to a MAC address), and agree to
the service providers terms and conditions.
NOTE: If the client signs up while you are in the home it will take a few days for their phone number to fully port, please make your
customer aware of this.
+EXPECT FOLLOW-UP
When you complete a VoIP in-home wiring service call you will get a message asking a few questions on how it went. This message is
meant to help the entire company, please take a few moments to get this information filled out and sent in.
1:00
•Installation and verification of VoIP system
•Disconnect of the phone service at the network interface device (NID)
SKU: 7161723
SOLUTION BENEFITS:
The client can benefit from all of the advanced services that a VoIP system has to offer, discounted long distance and
international rates, voicemail features, and all other features they are accustomed to with their conventional analog
phone service.
CARE+:
CONTACT Hello, welcome to the Geek Squad. I’m Agent (your name here) what can I do for you today?
ASK Have you ever wanted free long distance service to anywhere in the United States and Canada?
Have you ever been surprised to see your phone bill?
Are you tired of having only one choice for your phone service?
RECOMMEND
You can enjoy all the features you are accustomed to today and gain some more benefits not available to
you before. Never pay for long distance phone calls in the US or Canada and manage your service from
anywhere you have an internet connection.
ENCOURAGE
Attempting to setup this service by yourself could result in improper wiring that could cause total connection
loss and permanent damage to your VoIP equipment.
COMPLETE SOLUTION:
Anti-Spyware Installation
Anti-Virus Installation
ACTIVITY
Objective
During this activity you will get the chance to take a look at some of the equipment that you might encounter during an in-home
wiring job. This is your grand chance to ask questions before you are sent out into the field to take those first steps.
Step through some of the scenarios that you will encounter in the field and ask yourself if you could solve any issues that may arise.
ADDITIONAL RESOURCES
Vonage installer help 1-(877) 273-0017 option 1.