Salesforce Views: SF Department/Queue Name Hours of Operation SF Queue Description
Salesforce Views: SF Department/Queue Name Hours of Operation SF Queue Description
Salesforce Views: SF Department/Queue Name Hours of Operation SF Queue Description
Salesforce Views
SF Department/Queue Name Hours Of Operation SF Queue Description
Handles all internal and external Salesforce issues, set up of IPDR, PNM and all troubleshooting
Application Support M-F 8:00am - 5:00pm EST issues. Tucows escalations, Salesforce Adminstraion and BBX instance in Salesforce. NMS
alarming functions
Billing Data M-F 8:30am - 5:00pm EST Billing inquiries, add, move and change (MACD)
Provides Reseller voice support to Momentum’s Wholesale voice Operators via tickets and
inbound phone calls. Troubleshooting complex voice configurations as well as quality, call
M-F 8:00am - 5:00pm EST
Business Services completion, and feature support issues. Additionally BS supports Commercial end users on
Sat 9:00am - 8:00pm EST
behalf of our Commercial Operators. Business Serrvices also processes voice and data Subpoena
requests as well as Wholesale fraud alerts
Business Services Escalations M-F 7:00am - 8:00pm CST Handles all escalations from Business Service Reps
CCC - Management 24/7 Call Center Management Escalations, tool issues, and MSO turn-up requests
CCC - Tier 2 24/7 Tier2 Escalations forwarding queue to other departments, such as NOC, Voice Ops
CLEC Provisioning M-F 8:00am - 5:00pm EST LNP orders, DID orders, DADL (Directory Assistance/Directory Listings), CNAM, E911
Handles circuit orders such as MPLS, Managed Firewalls, Cross-connects, Point to Point, Rack
Space, Data Center Bandwidth, and interconnects involving multiple carries. Handles contracts
Complex Circuit Mngt M-F 8:00am - 5:00pm EST
verification, all coordination support from vendors, order placement, tech setup verification,
coordination between internal and extrenal teams on installs
Tickets related to datacenter network infrastructure as well as MSOs for whom we run Juniper
gear and for whom we provide engineering services. Temporarily network support escalations
Core Engineering Flexible
from PHL support and BHM Tier 2. Temporarily install assistance requests from SEs if
Implementation Teams have been engaged and are unable to fullfill the need
Development M-F 8:00am - 5:00pm EST Any BBX related development requests
Wholesale DOCSIS and IP Network Engineering -MSO Change and Trouble Tickets, NOC
DOCSIS Engineering M-F 9:00am - 5:00pm EST
escalations for Wholesale, Business Services esclations for Wholesale Commercial
DOCSIS Voice Packetcable/SIP platform issues. All Docisis Voice Packetcable/SIP configuration
DOCSIS Voice Engineering M-F 9:00am - 5:00pm EST changes, Voice Migration requests, Momentum/Non-Momentum voice issues, CPE certification
requests, Single IP Phone/CPE voice issues, BBX installation/configuration issues, eMTAs
Prepares monthly corporate financials, handles the accounts payable process - enters & pays
vendor invoices, processes customer cash payments & customer refunds, fixed asset tracking,
Finance M-F 8:30am - 5:00pm EST
treasury function, E911 & SALT tax, annual audit & tax (corporate, property) work, eRequester
administration, Concur administration
New Contract Sales c/o Implementation, New Employee Equipment Requests, Demos /
Fulfillment M-F 8:00am - 5:00pm CST Equipment Returns and Replacements, Equipment Rentals and Purchases, Vendor Pricing and
Communications
Human Resources M-F 8:30am - 5:30pm EST Confidentially constrains - All Human Resource Functions
Implementation Engineer M-F 8:30am - 5:00pm EST Retail Implementation Project requests
End user support, email issues, new hires, terminations, hardware and software support,
IT M-F 8:00am - 5:00pm EST
software upgrades, user hardware acquisition and facilities management
Marketing M-F 8:00am - 5:00pm EST Handles marketing materials as needed to support our business
Handles all Microsoft Hosted platfrom infrastruture: both software and hadrware, including
Microsoft Hosted M-F 8:30am - 5:00pm EST testing and implemention of new technologies. Escalation point for Tier 2 & 3 for Email, Lync,
and Sharepoint
1
For Internal Use Only
Works Wholesale Trouble and Wholesale Change Tickets from customers. Monitoring of network
devices, both inetrnal and external customer devices. Handles request tickets from Internal
NOC 24/7
Operations. (Ex. Triage report Cable modems outage, CMTS Configurations, troubleshooting
routing issues, and initiate the event process)
Port and DID requests for existing clients. All DID related changes: 911, CNAM, etc. Efax and
PHL Provisioning M-F 8:30am- 5:00pm EST
Conference Accounts
PHL Technical Support 24/7 Handles Requests from Former Alteva Customers
Product Management M-F 8:00am - 5:00pm CST Product Development and Release Management / Voice Softeng Quality Assurance
Retail Account Management M-F 8:00am - 5:00pm CST For Retail Management use only. Manages UCAS/Retail customers
Call Center for UCAS/Retail Tier1, Retail billing, Retail MACD, Request and Retail
Retail Customer Support M-F 7:00am - 7:00pm CST
Trouble Tickets
Retail Implementation M-F 7:00am - 6:00pm CST Service Delivery for UCAS/Retail customers
Retail Management Escalations - Retail and Business Services Escalation tickets that have been
Retail Management N/A
escalated to Management. *This is not used by the team and will only be used by Management
Retail Sales Engineering M-F 8:00am - 5:00pm EST Support related tickes; site surverys
Call Center for UCAS/Retail Tier 2, fraud, escalations form wholesale voice. Support tickets for
Retail Technical Support M-F 7:00am - 7:00pm CST Legacy Momentum Retail customers, retail, billing, provisioning, trouble, wholesale trouble or
request tickets.
Retail VAR Support M-F 8:00am - 5:00pm EST Retail VAR Support (Includes VAR Payments, Commissions, etc)
RPM Development M-F 8:00am - 5:00pm EST Anything related to voice RPM including new requests, breakfix, and special projects
Service Delivery M-F 8:00am - 5:00pm EST MSO projects such as decoms, packages, new turn ups, voice projects
Software Engineering M-F 8:00am - 5:00pm EST OTS Support and Requests
Systems Engineering M-F 8:00am - 5:00pm EST Core Infrastrcuture (server hardware and colo), DNS
TB Support M-F 8:00am - 5:00pm EST Warwick Billing issues and monitored by Stephanie Anderson
UNEP Support M-F 8:00am - 5:00pm EST Supports UNEP customers, resolved UNEP billing issues, credit requests, trouble tickets
Tickets associated with core voice engineering issues: i.e. Broadsoft ; Acme; Sansay, Juniper etc.
Voice Engineering M-F 8:00am - 5:00pm EST This queue is largely reserved for those core elements to which a true systems issue exists like
patches; s/w updates; SIP HMR rules etc.
Advanced Technical Support tickets for Legacy Momentum Retail customers and Business
Voice Escalations Team M-F 7:00am - 8:00pm CST
Services Escalations
Voice Operations M-F 8:00am - 5:00am CST Escalations from Tier2 , anything that involves voice systems (example Broadsoft)
Handles all customer request; decoms, initate projects. Basically, handles everything that a
WHLS - Account Management M-F 8:00am - 5:00pm EST
customer requests and then forwards the ticket to the approiate channel, if need be
M-F 8:00am - 5:00am Handles inbound requestes for Sales, new business, new products and services for
Wholesale Sales
Sat 6:00am - 2:00pm EST Wholesale/Whitelabel Customers
2
For Internal Use Only
Application Support On-call Calendar -NOC Department Name After Hours Excalations
Business Services On-call Calendar -NOC ; Sundays Tier2 Retail Technical Support On-call Calendar - NOC
Business Services Escalations On- call Calendar- NOC Retail VAR Support Elizabeth Waldrop
Development On-call Calendar - NOC Voice Escalations Team Primary 205-578-8072 Secondary 704-483-0738
DOCSIS Engineering On-call Calendar - NOC Voice Operations On-call Calendar- NOC
DOCSIS Voice Engineering On-call Calendar - NOC WHLS - Account Management Account Managers can be reached directly
Fulfillment N/A