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					TOTALLY VOIP




               UserManual
Totally VOIP

Go Authorize | Feature summary
customer management / customer service
Provides easy access to Customer Data & allows for fast & easy updates to all aspects of Customer
information.

clearing / gateway transaction processing
A customizable set of features that allows for both Credit Card, as well as, LEC Billing, Transaction
processing Automation.

fulfillment
Welcome Package Emailed or Direct Mailed automatically, once the Order is passed through the
Automated Transaction Gateway.

ivr
Setup & Maintain Company Interactive Voice Response and Voting Phone System.

phone features
International, Unlimited Long Distance, Voice Mail, Speed dial, Wake-Up Calls, Follow Me, Friends &
family, Broadcast Messaging, Fast Friends, Conference Calling, Interactive Voice Response System, as
well as others

verification
Centralized Access to Verification Recordings for approve/decline review & designation.

management reporting
All manner of Management Reporting a and the llowing for real-time analysis of Sales/Productivity
Data

internet lead tracking
Integrated Promotion Tracking System for up to the minute Marketing Results, enabling quick
reaction-time & precision target-marketing.
            Totally VOIP

         17874 N US HWY 41

           LUTZ, FL 33549

Phone 813.441.0456 • Fax 203.555.0168
Table of Contents
    Go Authorize Fundamentals. .................................................... 1
    Screen Shots............................................................................ 2
    Log In ....................................................................................... 2
    Application Start ....................................................................... 3
    Administration Menu ................................................................ 4
            Security Levels ................................................................................ 6

                     Add Security Level (toolbar option)........................................................... 7

                     Edit Security Level (toolbar option) ........................................................... 7

                     Delete Security Level (toolbar option)....................................................... 7

                     Add Task (toolbar option) ......................................................................... 8

                     Delete Task (toolbar option) ..................................................................... 8

            User Management Screen .............................................................. 9

                     Export (toolbar option) ............................................................................ 11

                     Add User (toolbar option) ........................................................................ 12

                     Edit User (toolbar option) ........................................................................ 13

                     Show Inactive Users (toolbar option) ...................................................... 14

                     Grid View (toolbar option) ....................................................................... 14

                     Per Page (toolbar option) ........................................................................ 14

            Item Customers Screen ................................................................ 15

                     Export (toolbar option) ............................................................................ 16

                     Add Item Cycle (toolbar option) .............................................................. 16

                     Per Page (toolbar option) ........................................................................ 16

            Periodic Billing Screen .................................................................. 17

                     Process Billing (toolbar option) ............................................................... 18
         Due Date (toolbar option) ....................................................................... 18

         Company (toolbar option) ....................................................................... 18

         Show (toolbar option) .............................................................................. 19

Call Details Screen........................................................................ 20

         Save / Export (toolbar option) ................................................................. 21

         Show Calls (toolbar option) ..................................................................... 21

         Per Page (toolbar option) ........................................................................ 21

         DNIS (toolbar option) .............................................................................. 21

Update LEC Files Screen.............................................................. 22

         Update Now (toolbar option) ................................................................... 22

         Process All Companies (toolbar option) ................................................. 23

         Company (toolbar option) ....................................................................... 23

DNIS Management Screen ........................................................... 24

         Features .................................................................................................. 25

         Save (toolbar option) .............................................................................. 29

         Edit Product Description (toolbar option) ................................................ 30

         Peak Inbound Stats (toolbar option) ....................................................... 31

         Carriers (toolbar option) .......................................................................... 32

         Add DNIS / ANI ....................................................................................... 33

Usage Screen ............................................................................... 34

         Save / Export .......................................................................................... 34

         Show Usage Report ................................................................................ 35

         Channel Summary .................................................................................. 36

Constraints Screen........................................................................ 37
         Add Constraint (toolbar option) ............................................................... 38

         Edit Constraint (toolbar option) ............................................................... 38

Project Status Screen ................................................................... 40

         Complete (toolbar option) ....................................................................... 41

         Incomplete (toolbar option) ..................................................................... 41

         Show Complete (toolbar option) ............................................................. 41

         Move Up (toolbar option) ........................................................................ 41

         Move Down (toolbar option).................................................................... 41

Carrier Rates Screen .................................................................... 42

         Save (toolbar option) .............................................................................. 43

         Carrier (toolbar option) ............................................................................ 43

         Type (toolbar option) ............................................................................... 43

         Delete Table............................................................................................ 43

         Phone Number to Test ............................................................................ 43

Batch Cancel Screen .................................................................... 44

         Cancel Orders (toolbar option) ............................................................... 45

         DNIS (toolbar option) .............................................................................. 45

         Source (toolbar option) ........................................................................... 45

Escrow Screen .............................................................................. 46

         Company (toolbar option) ....................................................................... 47

         Function (toolbar option) ......................................................................... 47

         Process Now ........................................................................................... 47

C S Manager Screen..................................................................... 48

         Company (toolbar option) ....................................................................... 48
         DNIS (toolbar option) .............................................................................. 49

IVR Editor Screen ......................................................................... 49

         Add Rec. (toolbar option) ........................................................................ 50

         Record Rec. (toolbar option)................................................................... 51

         Rename Rec. (toolbar option)................................................................. 51

         Delete Rec. ............................................................................................. 51

         Add Menu (toolbar option) ...................................................................... 52

         Edit Menu (toolbar option) ...................................................................... 52

         Delete Menu(toolbar option) ................................................................... 53

         Add Option (toolbar option) ..................................................................... 53

         Edit Option (toolbar option) ..................................................................... 55

         Station Phone Number (toolbar option) .................................................. 55

         Company (toolbar option) ....................................................................... 55

         DNIS (toolbar option) .............................................................................. 55

         Connect (toolbar option) ......................................................................... 55

         Recordings (section) ............................................................................... 55

         Menu (section) ........................................................................................ 56

         Menu Options (section) ........................................................................... 56

         Script (section) ........................................................................................ 56

Certificates Screen ........................................................................ 57

         Company (toolbar option) ....................................................................... 58

         Certificate Type (toolbar option) ............................................................. 58

         New Type (toolbar option) ...................................................................... 58

         Charge Back Letters Screen................................................................... 59
                 Company (toolbar option) ....................................................................... 60

                 Letter (toolbar option) ............................................................................. 60

                 New Letter (toolbar option) ..................................................................... 60

Views Menu ........................................................................... 61
        Companies Screen ....................................................................... 62

                 Save / Export (toolbar option) ................................................................. 62

                 Add Company (toolbar option) ................................................................ 63

                 Edit Company (toolbar option) ................................................................ 67

                 Per Page (toolbar option) ........................................................................ 72

                 Grid View (toolbar option) ....................................................................... 72

        Items Screen ................................................................................. 73

                 Save / Export (toolbar option) ................................................................. 73

                 Add Item (toolbar option) ........................................................................ 74

                 Edit Item (toolbar option) ........................................................................ 74

                 Grid View (toolbar option) ....................................................................... 74

                 Per Page (toolbar option) ........................................................................ 74

        Company Costs Screen ................................................................ 75

                 Save / Export (toolbar option) ................................................................. 75

                 Add Cost (toolbar option) ........................................................................ 76

                 Edit Cost (toolbar option) ........................................................................ 76

                 Grid View (toolbar option) ....................................................................... 77

                 Per Page (toolbar option) ........................................................................ 77

                 Company (toolbar option) ....................................................................... 77

        Merchant Accounts Screen ........................................................... 78
         Save / Export (toolbar option) ................................................................. 78

         Add (toolbar option) .................................................................................. 79

         Edit (toolbar option)................................................................................. 81

         Grid View (toolbar option) ....................................................................... 82

         Per Page (toolbar option) ........................................................................ 82

         Company (toolbar option) ....................................................................... 82

Payment Plans Screen.................................................................. 83

         Save / Export (toolbar option) ................................................................. 83

         Add (toolbar option) ................................................................................ 84

         Edit (toolbar option)................................................................................. 85

         Grid View (toolbar option) ....................................................................... 88

         Per Page (toolbar option) ........................................................................ 88

         Company (toolbar option) ......................................................................... 88

Billing Plans Screen ...................................................................... 89

         Add (toolbar option) ................................................................................ 90

         Edit (toolbar option)................................................................................. 90

         Company (toolbar option) ....................................................................... 90

         Billing Cycles ........................................................................................... 91

         Add (toolbar option) ................................................................................ 92

         Edit (toolbar option)................................................................................. 93

         Delete (toolbar option) ............................................................................ 93

         Card View (toolbar option) ...................................................................... 93

         Default 28 day (toolbar option) ............................................................... 93

          st           th (toolbar option)
         1 and 15                            .............................................................................. 93
Packages Screen .......................................................................... 94

         Add (toolbar option) ................................................................................ 95

         Edit (toolbar option)................................................................................. 98

         Company............................................................................................... 108

         Show Customers................................................................................... 108

         Leads .................................................................................................... 108

         Package Items ...................................................................................... 110

Orders Screen ............................................................................. 115

         Save & Bill Later ................................................................................... 115

         Bill Now ................................................................................................. 116

         Clear Order ........................................................................................... 116

         Company............................................................................................... 116

         User ...................................................................................................... 117

         Package Options................................................................................... 117

         Customer Information ........................................................................... 117

         Credit Card Information ........................................................................ 117

         Banking Information .............................................................................. 117

Customers Screen ...................................................................... 118

         Search ................................................................................................... 119

         Clear Criteria ......................................................................................... 130

         Company............................................................................................... 130

         Call Time ............................................................................................... 131

         End Call / New Call ............................................................................... 131

         Customer Information ............................... Error! Bookmark not defined.
         Credit Card Information ............................ Error! Bookmark not defined.

         Banking Information .................................. Error! Bookmark not defined.

Stats Screen ............................................................................... 132

         Today .................................................................................................... 133

         Approved ............................................................................................... 134

         Percentages .......................................................................................... 135

         Company............................................................................................... 135

Reports Screen ........................................................................... 136

         Company............................................................................................... 136

         Report ................................................................................................... 137

Customer Status Report.............................................................. 140

Email Fulfillment Screen ............................................................. 161

         Company............................................................................................... 161

         EMail Package ...................................................................................... 161

         New Package ........................................................................................ 161

         Edit Package ......................................................................................... 162

         Merge Codes ........................................................................................ 162

Verification Screen ...................................................................... 163

         Show ..................................................................................................... 163

         Rejected ................................................................................................ 163

         Process ................................................................................................. 163

         Company............................................................................................... 163

         Package ................................................................................................ 164

         Approve All ............................................................................................ 164
                 Toolbar Buttons..................................................................................... 164

        Bug Report Screen ..................................................................... 164

                 Location ................................................................................................ 165

                 Description ............................................................................................ 165

                 Open Bugs ............................................................................................ 165

        PCI Compliance Screen .............................................................. 167

Error Messages .................................................................... 168
Index .................................................................................... 169
                                                                   Chapter




                                                                   1
Go Authorize
Fundamentals.
The first chapter will be dedicated to a brief
introduction of the Go Authorize Application,
installation & configurations.



T     he Go Authorize Application from Totally VOIP is a comprehensive business
      application, providing a centralized location for all levels of corporate data &
      seamless integration of business practices. Security & Updates are native to
the application, performed transparently & on the fly, for maximum usability.
                                                                   Chapter




                                                                   2
Screen Shots
The Go Authorize screens will be explained here including, field
descriptions, functions & requirements.

Log In




FIGURE 2.1 Log In Screen


The login interface provides access to the Go Authorize system.. Each user that
gains access to the Go Authorize System will have a specific user ID and password.
This user ID and password will give the user access to only the features they have
available to them. In order to use this server interface simply type the user ID in
the user ID Field and the password in the password field and press the accept
button to log in.




                                         2
Application Start
After log in, you will be directed to the Application Start Screen. The security level
tied to the User ID provided on log in, will determine the available menus,
functions & screens visible. Fig. 5.2 illustrates the Application Start Screen with full
administrative privileges.

The top of the screen where the Go Authorize text is located is the banner.
Depending on the screen that the user has selected this text will change to indicate
the screen that they are on.

The left hand side of the screen is known as the navigation bar. This bar can be
hidden to create more screen space by pressing the show hide navigation bar
button on the tool bar at the top of the screen.

The status bar at the bottom of the screen is used to display your current
authorization code, this authorization code is updated every 30 seconds. If the
system is unable to acquire an authorization code an error message will be
displayed on the status bar. This does not mean that there's a problem with the
Go Authorize System it simply means that you have a connectivity issue to the
Internet.




                                           3
FIGURE 2.2 Application Start Screen




Administration Menu
Expand the Administration Menu, at the top left-hand side of the screen to see the
menu options.

The administration menu houses the features that are specific to administration
purposes within the Go Authorize System. The majority of these features are
accessible only by the Totally VOIP staff. The only features that may be available
to clients are user management, certificates and charge back letters.




                                        4
FIGURE 2.2.1 Administration Menu expanded.




                                        5
Security Levels
Under the Administration Menu: This is where the security levels are set. Security
levels must be created prior to creating a user within the system.

The security levels specify which features of the Go Authorize System groups of
users may have access to. A security level is synonymous with a group of users.
Each security level or group of users will have access to specific tasks within the Go
Authorize System. When a security level or group is selected the tasks that are
available to that group will be specified by check marks next to the task. The tasks
that the security level does not have access to will not have check marks next to
them.

The security levels interface is managed using the toolbar at the top of the screen.
Here are security levels can be managed as well as tasks.




FIGURE 2.2.3 Security Screen under the Administration Menu




                                          6
Add Security Level (toolbar option)
This button brings up the Add Security Level window. Add Security Level will create
a new group of access features that can be assigned to one or more users. This
Security Level will limit the functions available to the user.




Edit Security Level (toolbar option)
This button brings up the Edit Security Level window. Edit Security Level will allow
you to change the name of the currently selected Security Level.




Delete Security Level (toolbar option)
Pressing this button will cause a confirmation pop-up window to appear, outlining
the stipulations necessary to delete a security level. Delete Security Level will
remove the currently selected Security Level from the system. These will no longer
be available for assignment to users.




                                         7
Add Task (toolbar option)
This button brings up the Add Task window. Add Task will append the text
associated with a task to the Go Authorize System. These names are used by the
Go Authorize Application to dispose of functionality not available to a user,
therefore should not be changed.




Delete Task (toolbar option)
Pressing this button will cause a confirmation pop-up window to appear, outlining
the stipulations necessary to delete a Task from all security levels. Delete Task will
remove a task that has been added to the Go Authorize System.            Note that if
a task is removed, it will in effect deny every user from accessing the feature
associated with the task.




                                          8
Under the Administration Menu: This is where Users are added, deleted &
modified. Prior to adding users with user management, ensure that the
proper security levels have been created.




User Management Screen
By default the user management interface will display it all users that the currently
logged in the user has access to see across all companies that the currently logging
user has access to. These can be filtered down to a specific company by selecting
the company in the company drop down box at the top of the screen this drop
down boxes found on the toolbar. More room to be created on the screen by
pressing the show hide navigation button on the main toolbar at the top of the
screen.

The default view for the user management screen is the card view, this can be
changed to the grid view by pressing the grid view button. The data is displayed in
pages in either view. In order to display it all the users at one time change the
current page 0.

By default only the active users are shown, to also display that currently inactive
users you must select the show in active users button on the toolbar.

A green dot on the card view shows that this user is currently active. A yellow star
on the card you indicates that the user has access to more than one company. A
red phone in the upper right hand corner shows that this user has an IP phone
available.




                                         9
FIGURE 2.2.4 User Management Screen




                                      10
Export (toolbar option)
Export to File will allow the user to save the filtered set of users to a .CSV file
compatible with         Microsoft Excel. The user will first have to select the
location and a file named for the exported list.




                                       11
Add User (toolbar option)
Pressing this button will display the Add User pop-up window allowing new user
creation, as well as, company & security level designation / assignment.

Each user must be provided with a unique user ID and password. Ensure that the
status is set to active if it is not you may not be able to see the user after creating
them. Also ensure that the companies that the user has access to our checked off
at the bottom of the screen and select the appropriate security level for the user.
The only security levels that will display are the ones that the currently logged in
user has access to all of the tasks for.

Should this user be a source of sales that are entered into the Go Authorize
System, a source code can be specified for this user. This should be a three or four
letter code that is unique for the source code. More than one user can share a
source code.

If this user has a phone available, the dial string use to contact his phone number is
placed in the CS dial field.

After providing the user information, press the accept button to create the user.




                                         12
Edit User (toolbar option)
This button will display the User Dialog which contains all the information about
the selected user & provides the opportunity to change the user information &
access to companies. Also if this user is to be disabled, the status can be changed
from active to inactive. Changing a user to inactive will stop the user from being
displayed on the default user management interface. For further information see
the add user toolbar option above.




                                       13
Show Inactive Users (toolbar option)
Pressing this button will append to the currently filtered list all the users that fit the
filter criteria & are designated as Inactive. The users that are inactive will have a
red dot in the corner of the card view screen the active users will have a green dot.



Grid View (toolbar option)
Pressing this button will display the filtered list of users in a grid. Please note that
these are listed in pages, the number of records per page can be modified by
changing the per page value on the toolbar. To view all the records at one time
change the current page to zero on the toolbar.




Per Page (toolbar option)
This field is used to designate how many users are shown per filter result page.




                                           14
Item Customers Screen
Under the Administration Menu:

Item customers is a report that can be used by administrative staff to acquire a list
of customers for single company or all companies that have a specific item in the
system. These customers will be displayed based on an item cycle. For this report
to function properly two things are required. First an item must be created in
items under the view section that on the left hand side of the screen. Also an item
cycle must be created; this is done by pressing the ad items cycle button on the
toolbar.

This list is used to upload a list of current active customers to service providers
based on the item cycles. This item may no longer be supported




FIGURE 2.2.5 Item Customers Screen




                                        15
Export (toolbar option)
Export to File will allow the user to save the Item Customers to a .CSV file
compatible with         Microsoft Excel. This file is used to upload to service
providers for services that are not provided by totally VOIP



Add Item Cycle (toolbar option)
Pressing this button will display the Add Item Cycle pop-up window. An item cycle
is given a descriptive name, a first billing day and a last billing day. The first billing
day is the first day of the month that the customers are billed in this item cycle.
These last billing day, is the last day of the month that customers are billed in this
item cycle.

Please note that an item cycle is required before this report will run properly.




Per Page (toolbar option)
This field is used to designate how many Item Cycle Results are shown per result
page.




                                           16
Periodic Billing Screen
Under the Administration Menu:

Billing is currently run as an automated process every morning at 1:00 AM eastern
standard time. Occasionally billing is disabled for specific companies and needs to
be run manually. This interface allows you to specify the company, the date to
process billing through. Then you can press the show button to display a list of
customers that will be billed based on the specified criteria. If this information
looks correct, press the process billing button and these customers will be billed.




FIGURE 2.2.6 Periodic Billing Screen




                                       17
Process Billing (toolbar option)
Pressing this button will Process all billing for the selected Date & Company &
return a result table containing a Package, Due Orders, Price & a Total column. If
anything is displayed in this table this indicates that there were errors during
processing. These errors must be processed prior to the next billing cycle.
Processing of errors is handled using the errors report which can be found under
reports. If these errors are not processed they will be attempted to be billed
again during the next billing cycle.




Due Date (toolbar option)
This field is used to designate the Due Date of the Orders to be processed. All
orders that are due prior and up to this day will be processed.



Company (toolbar option)
This field is used to designate the Company tied to the Orders to be processed. If a
company is not selected no orders will be processed.




                                        18
Show (toolbar option)
Pressing this button will Show all billing that is to be processed for the selected
Date & Company & return a result table containing a Package, Due Orders, Price &
a Total column. If this table is empty there's nothing to be processed.




                                       19
Call Details Screen
Under the Administration Menu: This is where Call Details viewed.
Each switch that is attached to Go Authorize System produces call detail records
that are appended to the database these call detail records can be viewed based
on a date range and the DNIS where the call comes in on. These calls can be
displayed on the screen or acts ported out to a CSV file that can be viewed in excel.
When the records are displayed on the screen they are displayed in pages, to view
all the records on one screen for the specified a range change the current page to
zero. The records will only be displayed for the selected DNIS. To display records
for every DNIS select the % option from the DNIS drop down list.




FIGURE 2.2.7 Call Details Screen




                                         20
Save / Export (toolbar option)
Export to File will allow the user to save the filtered called detail records to a CSV
file that can be viewed in excel.



Show Calls (toolbar option)
Show Calls will display all the calls for a designated date range and the selected
DNIS.



Per Page (toolbar option)
This field is used to designate how many Call Detail Results are shown per result
page.



DNIS (toolbar option)
A DNIS is used to specify a phone number, In order for the switch to process calls
for a specific DNIS the DNIS must first be added to the system using DNIS
management.




                                         21
Update LEC Files Screen
Under the Administration Menu: This is where LEC Files processed.

Currently the update LEC files process is run automatically every day at 8:00 AM
eastern standard time. This process established as a connection to LEC billing
companies and uploads the current billing files to the company's. These billing files
are prepared during the periodic billing process which takes place at 1:00 AM
eastern standard time. If for any reason this seems to be run manually, select the
company and press the update now button on the toolbar.

This process also uploads credit files which are created during customer service
calls.

Along with posting billing and credit files, this update process will download any
OnNet files that need to be loaded into the Go Authorize System.




FIGURE 2.2.8 Update LEC Files Screen


Update Now (toolbar option)
The Update Now button will process any LEC billing files that are due to be
uploaded, and download any on net files that need to be processed.




                                        22
Process All Companies (toolbar option)
Process All Companies button will perform the same operation as the update now
button however it will perform this operation on every company not just the
selected company.



Company (toolbar option)
The Company field designates which particular company will be updated with the
new LEC File information.




                                      23
DNIS Management Screen

Under the Administration Menu: This is where DNIS Management functions are
performed.

A DNIS is the unique identifier provided by the Telco to identify a specific line of
traffic. Every time a call is passed to a switch a DNIS of provided, the switch will
perform a look up to identify the DNIS and the features that are available on that
DNIS.

The DNIS management screen provides an interface where the DNIS can be
registered and features selected.

To add the DNIS to the system; enter the DNIS and the 10 digit ANI then press the
add DNIS ANI button. This will append a record to the grid below. Changes to the
features available to the DNIS can then be made using the grid, after the changes
are complete move off of the current record and press the save button on the
toolbar.




FIGURE 2.2.9 DNIS Management Screen




                                        24
Features
The following features are available from the DNIS management system these
features may be enabled per DNIS. Each of the features on the DNIS management
interface can be activated or deactivated by either checking or un-checking the
feature


International (INTNAT)
International is a calling feature available on the switch which will allow customers
to make international long distance calls.


Unlimited long distance (UNLIM)
Unlimited long distance is a calling feature available on the switch which will allow
customers to make domestic long distance calls within the continental U.S.


Voice mail (MAIL)
Voice mail has a calling feature available on the switch which will allow customers
to receive voice mail messages, if the customer has a valid e-mail address in their
account the voicemail message will be automatically emailed to them.


Speed dial (SPEED)
Speed dial is a calling feature available on the switch which will allow customers to
store 10 speed dial numbers. These numbers can then be called by dialing star and
a number zero to nine.


Broadcast messaging (CAST)
Broadcast messaging is a calling feature available on the switch, this feature will
allow customers to create up to 10 broadcasts lists. Each broadcast list can have
up to 10 broadcast numbers. When using this feature, the customer will record a
single greeting which will then be automatically sent to all the members of the
broadcast list.


Reminder messages (REMIND)
Reminder messages as a calling feature available on the switch this feature will
allow customers to schedule a reminder phone call. This reminder can be daily or
a one time message. The customer can record their reminder.


                                        25
Wakeup calls (WAKE)
Wakeup calls are calling feature available on the switch, this feature will allow the
customer to schedule a one-time work daily wakeup call. The wakeup calls are
placed based on Eastern Standard Time.


Follow me (FOLLOW)
The follow me services of calling feature available on the switch, this feature will
allow the customer to register up to 10 phone numbers where they will be
attempted to be contacted when someone calls their access number and dials
their 10 digit account number.


Friends and family (FRIENDS)
The friends and family feature is a calling feature available on the switch, this
feature will allow customers to register up to 10 friend or family members who all
have access to the calling features on the switch. In order for these friends and
family members to use these features they must call the access number from the
phone number registered in the master account.


Fast friends (FAST FRIENDS)
The fast friends and family feature is a calling feature available on the switch, this
feature will prompt the caller and ask if the number dialed should be added to the
friends and family list. This prevents the user from having to access their options
in order to add in number to their friends and family list. This feature requires the
friends and family feature


RX membership (RX)
The RX membership feature is a website feature, this feature will modify the
account management interface on the web site. This will allow the customer to
add family members to packages that require additional members.


Conference calling (CONFERENCE)
The conference calling feature is a switch feature, this feature will enabled the
customer to create a conference call by accessing their personal options. If the
customer is engaged in a conference call, and callers call the access number and
provide the customers 10 digit account number, the callers will be prompted to
join the conference.

                                         26
Interactive voice response system (IVR)
The interactive voice response system is a calling feature of the switch. This
feature tells the switch that there is an IVR associated with this DNIS. After the IVR
has been enabled the IVR editor may be used to modify the recordings and
prompts associated with this IVR.


Interactive voice response editor (IVREDIT)
The interactive voice response editor feature activates the DNIS to allow a caller to
contact the switch in order to record IVR’s. This feature is limited in that only one
caller may process recordings at a time. This feature is only required when the
person making recordings cannot receive a phone call.


Account cancellation (CANCEL)
Account cancellation is a feature of the customer service module; this feature will
enable customers to cancel their accounts without interacting with a human. This
feature requires a customer service line the function.


Customer service line (CSVC)
The customer service line is a customer service module, this module provides
customer service features that allow the customer to manage their account with
out human intervention.


Speed dial customer service option (SPEEDCSDIAL)
The speed dial customer service option provides the ability for a customer to press
the Starkey to reach a customer service representative prior to providing account
information. This feature requires that the DNIS be configured as a customer
service line.


Customer Service System (CSSYSTEM)
The customer Service System is a feature that is currently not available check back
for updates.


Call queues (QUEUES)
Call to use is a feature that is currently not available check back for updates.




                                          27
Product description (PRODDESC)
The product description feature is a website feature that enables a product
information page to be added to the account management interface. This page to
be modified using the edit product description button on the toolbar located at
the top of the DNIS management interface this allows for the creation of a
different product description based on DNIS.




                                     28
Save (toolbar option)
The Save button will save any modifications that have made to the DNIS
information. It is important to remember that you must leave the current record
prior to hitting the save button if you do not leave the current record the changes
will                       not                       be                       saved.

IVR Editor (toolbar option)

Pressing the IVR Editor button will bring up the IVR Editor screen.

The IVR editor is a tool that is used to create interactive voice response systems. In
order to use this interface of DNIS must be configured as IVR through the DNIS
management interface. The DNIS must also be assigned to a company through the
DNIS manager interface. If you change the company that a DNIS is assigned to this
will break the IVR associated with the DNIS.

Please see the IVR editor interface later in this chapter for more information.




FIGURE 2.2.9.1 IVR Editor Screen




                                         29
Edit Product Description (toolbar option)
If a DNIS has the product description feature enabled, select a row for the DNIS
and press the edit product description button on the toolbar. This screen is used
to modify the content of the account management interface, specifically the
product information page. This allows for a custom product information page per
DNIS.




                                      30
Peak Inbound Stats (toolbar option)
Pressing the Peak Inbound Stats button will cause the Stats screen to pop up.

This screen will show the maximum peak calls for any given day on the currently
selected DNIS.




FIGURE 2.2.9.2 Stats Screen




                                       31
Carriers (toolbar option)
Pressing the Carriers button will cause the Carriers screen to pop up.

The carriers interface is used to specify new carriers and indicate the dial pattern
that is required in order to dial using the carrier. The dial header and dial footer or
the default methods used for dialing using this carrier. If for some reason a call
through this carrier fails the dial fail header and dial fail footer will be used.

Each DNIS in the DNIS management system will be a associated with the carrier.
The carriers must be specified on the carrier screen in order to associate the DNIS
with the carrier.




FIGURE 2.2.9.3 Carriers Screen




                                         32
Add DNIS / ANI
Pressing this button will append the new DNIS / ANI to the table.

To add the DNIS to the system; enter the DNIS and the 10 digit ANI then press the
add DNIS ANI button. This will append a record to the grid below. Changes to the
features available to the DNIS can then be made using the grid, after the changes
are complete move off of the current record and press the save button on the
toolbar.




                                        33
Usage Screen
Under the Administration Menu:

The usage report is designed to give a summary of usage by DNIS given period of
time. The INC option on the toolbar specifies the call increment where one is one
second billing and six is six second billing. By selecting a date range and specifying
a billing increment then pressing the show usage report button a summary of all
the traffic will be displayed.




FIGURE 2.2.10 Usage Screen


Save / Export
The save export button will store the results of the usage report to a CSV file which
can be opened in Microsoft excel.




                                         34
Show Usage Report
Pressing the Show Usage Report button will display a Usage Report for the date
specified.




FIGURE 2.2.10.1 Usage Report Screen




                                      35
Channel Summary
Pressing the Channel Summary Button will cause a Channel Summary report to be
run returning the results on the Channel Summary Screen




FIGURE 2.2.10.2 Channel Summary Screen




                                         36
Constraints Screen
Under the Administration Menu:

Constraints are used to limit the number of orders that a customer can place for a
given package. If no constraints are created the customer can order an unlimited
number of the same package. If a constraint is created then a customer can only
order one of the constrained package or packages.




FIGURE 2.2.11 Constraints Screen




                                       37
Add Constraint (toolbar option)
Pressing this button will display the Add Constraint pop-up window. A constraint
will only allow a customer to order one of the specified packages. Each constraint
should be supplied with a unique name to identify the constraint. Because
constraints can span companies and packages this is a totally VOIP administrative
task.




FIGURE 2.2.11 Add Constraints pop up window



Edit Constraint (toolbar option)
Pressing this button will display the Edit Constraint pop-up window. This interface
will allow you to modify the name of the selected constraint. The name of the
constraint does not change its functionality.




Figure 2.2.12   Edit Constraints pop up window




                                             38
Delete Constraint (toolbar option)
Pressing this button will display the Delete Constraint confirmation pop-up
window.




FIGURE 2.2.13 Delete Constraints pop up window




                                        39
Project Status Screen
Under the Administration Menu:

The project status interface is used to display the list of project requests that have
been added to the Go Authorize System these request are added using the bug
reporting act top of the screen this will display the user that cemented the bug the
date the boat was admitted where in the application above is located and a
description of the bug. A bug can be flagged as complete by pressing the complete
button. And the priority of about to be changed by pressing the move up and
move down buttons.




FIGURE 2.2.12 Project Status Screen




                                         40
Complete (toolbar option)
The Complete button designates the selected project as completed.


Incomplete (toolbar option)
The Incomplete button designates the selected project as incomplete.


Show Complete (toolbar option)
The Show Complete button displays the completed projects.


Move Up (toolbar option)
The Move Up button will reorder the project list moving the selected project up 1
record.


Move Down (toolbar option)
The Move Down button will reorder the project list moving the selected project
down 1 record.




                                      41
Carrier Rates Screen
Under the Administration Menu: This is where Carrier Rates are added, deleted &
modified.

The carrier rates specify the cost for a call to a specific location whether domestic
or international. Every carrier has a different set of rates. You must first select the
type of rate to be viewed then select the carrier to view the rates for. The cost is
the per minute rate to call that location. Each carrier will have a different rate to
each location. To determine the rate that will be used enter the phone number
and press the check button at the bottom of the screen. A list of the resulting
rates will be displayed the top rate is the rate that will be used.

Rates can be entered one at a time or copied and pasted from an excel
spreadsheet. After the rates have been entered press the save button on the
toolbar.




FIGURE 2.2.13 Carrier Rates Screen



                                         42
Save (toolbar option)
Once a Carrier & a Type are designated, pressing the Save button will append a
new Carrier Rate to the system.


Carrier (toolbar option)
This field displays the name of the particular Carrier. If the carrier does not exist in
this list they must be first appended using the Carrier’s toolbar option on the DNIS
management interface.


Type (toolbar option)
The Type field designates whether the Carrier is International or Domestic.


Delete Table
Pressing this button will display the Delete Table confirmation pop-up window.




Phone Number to Test
The Phone Number to Test field will contain the search Telephone Number & the
search will begin once pressing the Check button. This will display the list of rates
that match the phone number for all the carriers. The least cost rate will be the
first record which will be the record used when attempting to place a call.




                                          43
Batch Cancel Screen
Under the Administration Menu:

The batch cancel interface is used to cancel a block of customers. The customers
are identified by phone number. First select the customer service DNIS that the
customer would use to call in. Next identify the source of the canceled list, this
could be today's date. Next place the list of customers’ one phone number per
line under the toolbar. Finally press the cancel orders button on the toolbar.

This will cancel all of the customers specified in the list, additionally these
customers will be displayed in the cancellation report under reports.




FIGURE 2.2.14 Batch Cancel Screen




                                       44
Cancel Orders (toolbar option)
The Cancel Orders button will cancel all the orders specified in the list associated
with the specified DNIS and will flag them is canceled a note them with the
provided source.


DNIS (toolbar option)
The Orders in the list for the selected DNIS displayed in this field, will be canceled
once the Cancel Orders button is pressed.


Source (toolbar option)
The sources used to specify where the list of orders to be canceled came from, this
is text that is entered by the user typically containing a date.




                                         45
Escrow Screen
Under the Administration Menu:

Escrow management is a feature of the Go Authorize System. This feature allows
for the storage of full data leads. The full data leads are used to generate a dial list
which is used by a call center to contact the lead subscribers in an attempt to
make a sale. Upon completion of a sale the call center supplies the identifier for
the lead, and the full data is appended to the sale. The append file is then
encrypted and placed on an FTP site for download. This process is managed using
the escrow screen and the functions provided therein.

The entire process of escrow management interface is with the end user by means
of an FTP site. The FTP account for a particular company is created by using the
company’s management interface and specifying an FTP password. Additionally
PGP keys must be supplied for the company in order to encrypt the data.

List providers are created for a company using the user management interface,
and are specified by the list provider security level.

When dial lists or a new order files arrive for processing    a text message is
sent to the account administrator to notify him the processing is required.




FIGURE 2.2.15 Escrow Screen

                                          46
Company (toolbar option)
This is where you select the company that you will be processing escrow
information for. Files must be placed in this company’s FTP account in order to do
any Processing for this company.



Function (toolbar option)
There are three Functions to choose from.

   •   Dial List – this function allows the administrative user to process a new dial
       list provided to the customer. The process involves identifying the fields of
       the file and approving the file to process. After the file is approved for
       processing the dial this will automatically be generated.

   •   Append –this function allows an administrative user to process an order
       file provided by the customer. This process involves identifying the field
       that relates to the full data lead, and approving the file for process. This
       will produce a full data sales file that will be encrypted and placed on the
       FTP site for download.

   •   Merge –this function allows an administrative user to process in order file
       provided by the customer. This process involves identifying the field that
       relates to the full data lead as well as the other fields in the file. This will
       produce a file that appends to the original file the data specified in the file.


Process Now
Upon completion of the dial list append and merge functions, the process now
button will cause the files that had been approved for processing to be processed.
Files are automatically processed every 15 minutes by the system and pressing this
button is not necessary that unless the desire is to expedite the order.




                                         47
C S Manager Screen
The customer service management screen is designed to specify the service levels
of customer service representatives. When a customer calls into a DNIS that has
the customer Service System enabled as a feature they will be routed to
representatives that are specified to support that DNIS. Available representatives
at level one will receive calls first, if there are no representatives available at level
one level two representatives will be called. There are seven levels of
representatives. The company represents the customer Service Company that will
be processing the calls, this is set on the DNIS management interface. The DNIS
represents the number that the end user will call




.

FIGURE 2.2.16 C S Manager Screen


Company (toolbar option)
This is the name of the customer Service Company that will be handling calls for a
specific DNIS.


                                          48
DNIS (toolbar option)
This is the number that the customer Service Company will be taking calls for.
Only DNIS that have this customer Service Company selected on the DNIS
management interface will be displayed in this list.




IVR Editor Screen
The IVR editor interface is designed to allow the user to create interactive voice
response systems. The interactive voice response systems are a menu based. The
left hand side of the screen shows the recordings that are available for the current
IVR. When the recording is selected, the script associated with that recording is
displayed on the right hand side of the screen. This text can be modified and
saved.

Before beginning to create an IVR you must first connect to the prompt recording
system. This is done using a standard telephone, one stocked with a headset will
make better recordings. Begin by selecting the company to create the IVR for.
Then select the DNIS. Next enter the phone number where the individual who will
be reading the script is located in the station phone number field on the toolbar.
Then press the connect button. The phone will ring within 60 seconds. Leave the
phone off the hook during the IVR creation process.

As recordings are added to the IVR, A tone will sound on the phone line, begin
reading the script after the tone. At the end of the script press the pound key, the
script will be played back. If the reading was bad and needs to be re-recorded
press the record rec button on the toolbar and the tone will sound again. Repeat
this process until an accurate recording is created.




                                        49
FIGURE 2.2.17 IVR Editor Screen


Add Rec. (toolbar option)
Pressing this button will display the Add Recording pop-up window. This is where
you specifying a distinct name for the recording. A script for this recording can be
typed in on the right hand side of the screen when it is selected. After adding a
recording a tone will sound on the phone line this is a prompt to begin reading the
script. After the script has been read press the pound key to save the recording.
The recording will be played back. If you need to RE record the recording press the
record rec button on the toolbar.




                                        50
Record Rec. (toolbar option)
This button is used to RE record an existing recording. Simply selects the recording
from the recordings list on the left hand side of the screen then press the record
rec button on the toolbar and a tone will sound on the phone line indicating to
begin reading the script. When the rating is complete press the pound key on the
telephone. The recording will be played back. Repeat this process until an
accurate recording is created.


Rename Rec. (toolbar option)
This button is used to change the name of an existing record. Simply select the
recording on the left hand side of the screen, then click the rename recording
button. A screen will be displayed showing the current name of the recording,
simply change the name of the recording here and press the accept button.




Delete Rec.
This button will delete the currently selected recording. Currently there is no
confirmation that is displayed.




                                        51
Add Menu (toolbar option)
Pressing this button will display the Add Menu pop-up window. This window is
used to add a new menu to the IVR. It will display a list of recordings are available
for this IVR. The recordings must be created prior to creating the menu. If this
menu is the first menu the caller will encounter, it must be checked as a root
menu. There can be only one root menu per IVR.




Edit Menu (toolbar option)
The edit menu option will display the current settings for the selected menu.
Pressing this button will display the edit menu dialogue. This dialogue will display
the current menu name, recording and root menu status. These items can be
changed and accepted. Changes take effect real time.




                                        52
Delete Menu(toolbar option)
Pressing this button while a menu is selected will delete the menu. There is
currently no confirmation screen.


Add Option (toolbar option)
The data option button will enabled the user to program a sequence of key
presses. The key presses can either be specific numbers or pattern matching using
wildcards. And we’ll take place in a specific order, during specific times of the day.

The keys field indicates the keys that will be allowed to be pressed by the caller, a
wildcard is indicated by an underscore.

The action drop down box is used to specify the action that will take place when
the caller presses the keys. The possible actions are dial, go to menu, transfer, play
recording, store and hang up.

        1. Dial is used to call a specific number.

        2. Go to a menu is used to transfer the caller to a different menu in the
           IVR.

        3. Transfer is used to transfer the caller to an extension on the switch.

        4. Store is used to save the key presses enter by the caller.

        5. Hang up is used to terminate the call.

        6. Play recording is used to play a recording.




                                         53
The parameter is used to indicate how to process the action. For example if the
action is go-to menu the parameter will display a drop down box listing the menus.
If the action of the dial, the parameter will change to a text box were a dial string
can be entered. Some actions such as hang up do not require a parameter.

Order is the order in which the commands should be executed.

Start time is the earliest point in time during the day where this command should
be executed.

In time is the latest point in time during the day where this command should be
executed.




                                        54
Edit Option (toolbar option)
The edit button on the toolbar will display the contents of the currently selected
menu. On the screen you to modify the key press the action, the order of
operations, as well as the time of day that it will be executed. After making
modifications press the accept button this will store the changes to the database
and activate them real time.


Station Phone Number (toolbar option)
The station phone number is the phone number of the user whose creating the
interactive voice response system. After injuring their 10 digit phone number,
press the connect button; this will cause the voice recording system to contact the
station.


Company (toolbar option)
The company drop down boxes is used to select the company that has the DNIS to
prepare an IVR for.


DNIS (toolbar option)
In order to create an IVR for a specific DNIS, the DNIS must be assigned to the
company using the DNIS management interface. Once an IVR has been created it
is permanently associated with a specific company and cannot be moved from one
company to another.


Connect (toolbar option)
The connect button will notify the prompt recording system to call the specified
station phone number. Once connected, do not hang up into a prompt recording
is complete.


Recordings (section)
The recording section of the IVR editor interface shows all the recordings that are
available for the specified DNIS assigned to the company. Clicking on a recording
will display the contents of the script file associated with the recording on the right
hand side of the screen in the script section. The script can be modified and saved
for future reference.




                                         55
Menu (section)
The menu section displays all the menus that are currently associated with the IVR
for this DNIS. The first menu to be listened to its flagged as root this is the menu
that will be played when a caller dials in.


Menu Options (section)
The menu options section of the interactive voice response system editor, displays
all of the key options available for the selected menu. It displays the key, action,
perimeter, order, start and end times.

By default the menu options are displayed in their order of operations.


Script (section)
The script section is used to edit the script that is associated with a specific
recording. In order to display the script for specific recording selected recording
on the left hand side of the screen. After modifying the script the save button
above the script can be pressed.




                                        56
Certificates Screen
Under the Administration Menu

Certificate’s are unique identifiers that are issued to end of line customers. These
identifiers may be reward certificates, virtual money, or some other form of
redeemable merchandise. Certificates are issued one per customer. After a
certificate has been issued it will not be issued again.

Each company can have several different types of certificates. Before certificates
can be uploaded, the type must be created or specified. To specify a certificate
type, selected from the drop down box on the toolbar. If the certificate type does
not exist it must first be created. To add a certificate type, enter the name of the
typed in the new type box on the toolbar, then press the add type button on the
toolbar.

To upload certificates; choose the company and certificate type from the toolbar,
then paste the certificate’s into the text area below. Finally press the upload
certificates button. Only unique certificates will be uploaded.




FIGURE 2.2.18 Certificates Screen



                                        57
Company (toolbar option)
This is where you select the company that you wish to add the certificates to.


Certificate Type (toolbar option)
This is where you select the type of subjected that you will be a uploading. This
type will also be selected on the package interface. If you wish to be able to assign
certificates to a package they must first be created.


New Type (toolbar option)
This is where you can specify a new certificate type. Simply type the name for the
certificates type and press the add type button on the toolbar. This will also make
an additional certificates type available on the package interface.




                                        58
Charge Back Letters Screen
Under the Administration Menu

Charge back letters are form letters that can be generated against a specific
transaction. Merge codes can be applied to these form letters. The merge codes
will be replaced with the specific information related to the selected transaction.
These form letters are generated from the customer details interface. The form
letters are specific per company and do not span companies. If you wish to have
the same form letter and multiple companies, they must be generated for each
company.

Each letter is generated with a unique name that can be used to identify the letter.
To create a new letter select the name of the company specified the name for the
letter and press the new letter button on the toolbar. When editing the letter
emerge codes are to be placed where the user specific information is to be placed.
The merge codes must be entered exactly as they appear; for example a capital
letter Z is not the same as a lowercase letter z.




FIGURE 2.2.19 Charge Back Letters Screen




                                           59
Company (toolbar option)
This is where you select the company to create the charge back letter for. Charge
back letters cannot span companies. Duplicate letters must be created for each
company if they are to be used in multiple companies.


Letter (toolbar option)
This is where you specify the unique name for the specific charge back letter. This
name should be something that can be identified by human.


New Letter (toolbar option)
The New Letter button will allow the user to introduce a new Charge Back Letter to
the Go Authorize system. Remember that this letter is unique to this specific
company. This form letter can be generated and printed from the customer detail
screen on the transactions tab.




                                         60
Views Menu
The following section will outline the Views Menu screens,
breakdown their components & list any Prerequisites. The
Views Menu is located at the top-left-hand corner of the
Application Start Page, under the Administration Menu.




                                       61
Companies Screen
Under the View Menu: This is where Companies are added, deleted & modified.

Only users with the appropriate security level can create companies within the
system. Use is unlimited by the companies that they have access to. The system
administrators have full access to every company, this security level is reserved for
totally VOIP key employees only. In order for users to be added to the system, the
company that they’re going to have access to must first be created.




FIGURE 2.3.1 Companies Screen


Save / Export (toolbar option)
Export to File will allow the user to save the company list to a CSV file were to be
accessed by Microsoft excel.




                                        62
Add Company (toolbar option)
Pressing this button will display the ad company interface, this screen is used to
append a new company to the system. It contains the following fields:


Company Information
When a new company is added to the system, this is the default screen that is
displayed. This screen is used to obtain the General Company information and is all
that is required to create a company in the go authorize system. After company has
been created users can be added to the company using the user management
interface, or by selecting the company and the list of companies and pressing the edit
company button on the toolbar, this will display an advanced company editing
screen, that has a more options available than the standard ad company interface.




                                          63
Following is a description of each of the fields on the company information interface:



    1. Company-this is the name of the company and is required, this name should
       be unique throughout the system.

    2. Address one-this is the first line of the street address for the specified
       company.

    3. Address two-this is the second wind of the street address for the specified
       company.

    4. City-this is the city where the company is located.

    5. State-this is the state or the company is located.

    6. Zip code-this is the zip code of the specified company.

    7. Web site-this is the location of the company’s Internet presence.

    8. Email-this is the primary contact e-mail address for the specified company.

    9. Fax-this is the fax phone number for the company.

    10. Phone-this is the primary phone number for the company.

    11. Symbol-this is a unique for letters symbol to identified the company, this is
        provided by totally VO IP.

    12. FTP password-this is the password used to access the FTP site for this
        company. The FTP site is used to upload recordings of the sales. These
        recordings can be listened to by customer service representatives.

    13. Recordings-is the name of the folder assigned two this company for storage
        for recordings. Occasionally multiple companies will share recordings folders.




                                           64
Append Fields
The append fields tab is a feature of the escrow portion of the go authorize system.
When a new order file is submitted and processed using the escrow interface with
the append function the fields that are selected on this screen will be placed in the
resulting output file.




                                          65
Encryption Keys
Encryption keys are used by the escrow portion of the go authorize system. But PGP
key is used to encrypt a file. A PGP key is identified by an e-mail address, this key is
unique to a specific company or organization. Each company can have multiple PGP
encryption keys. When performing an append or a merged operation the list of
available keys will be displayed for the company that is being processed. To add keys
to a company, simply specify a name in the company PGP key column in the e-mail
address associated with the key in the key e-mail column. After entering the list of
keys available to the company press the save button on the toolbar




Save (toolbar option)
This option will store the PGP encryption keys for the current company.




                                          66
Edit Company (toolbar option)
The Edit Company toolbar option is very similar to the add company option however
it will display the currently selected companies information. In addition to the
information displayed on the add company interface, a new         containing company
users will be displayed.

The company users portion of the interface allows you to manipulate the users of this
company, this same cast to be performed in the user management portion of the go
authorize system. However the user does not have to have access to user
management in order to access the user management portion of the company.




Export (toolbar option)
The export button on the toolbar of the company users tab will save a list of all the
users that have access to this company to a CSV file that can be accessed using
Microsoft excel.


                                          67
Add user (toolbar option)
The ad user toolbar option will display the form that allows you to create a new user.




                                         68
    1. First name-is the users first name.

    2. Last name-is the users last name.

    3. User ID-is a unique ID that allows the user to gain access to the go authorize
       system, this ID must be globally unique.

    4. Password-is the password that the user will use in combination with the user
       ID to gain access to the go authorize system.

    5. Status-will either be active or inactive, if inactive the user will not be able to
       log in to the go authorize system.

    6. Security level-specifies the features that the user will have access to when
       logged in to the go authorize system. When one user creates another user
       they can never specify a security level that is higher than their own security
       level.

    7. Host-specifies the switch that the users telephone account exists on.

    8. Context-specifies the dial plan that the user belongs to.

    9. Extension-specifies the users extension number within the context on the
       host.

    10. Listing directory-when checked will show when the user is logged in.

    11. Dial override-when specified will be used to access the users extension
        instead of the host context extension options.

    12. Source code-is used to identify sales that are produced by this user.

    13. CS dial code-is a dial string that is used to contact the user when they do not
        have an internal extension.

    14. Recordings-specify the path to the recordings provided by the user.

The company section of the interface allows the administrator to select the
companies that this user will have access to. Only the companies that the
administrator has access to will be displayed in the list.




                                           69
Edit user (toolbar option)
The edit user toolbar option will display the currently selected user in the user
modification form. This screen can also be accessed by double clicking on the user.
In addition to the standard fields they log section is added to the form. This section
will display user activity by date.




                                          70
Show in active users (toolbar option)
The show in active users option will display users that oven flagged as inactive, by
default only the active users are displayed.


Grid view (toolbar option)
By default the company users are displayed in card view, to display the users in a grid
view similar to excel press the grid view toolbar option.




Per page (toolbar option)
The per page toolbar option specifies the number of users to display on the screen at
any given time for the currently selected company.




                                          71
Per Page (toolbar option)
The per page toolbar option of the company’s interface specifies the number of
companies to display per page.


Grid View (toolbar option)
By default the companies are displayed in a card view. By pressing the grid view
toolbar option the company list is displayed in a grid similar to Microsoft excel.




                                          72
Items Screen
The item screen is truly an administrative function of totally VO IP. This screen allows
for the specification of items that totally VO IP SELLS and their cost to totally VO IP.
This is purely for reporting purposes and is an estimated cost. However be for a
company can begin to sell an item the items must be specified, even if the item is as
generic as item. An item has a name and a cost, this cost is not the cost to the
company but is the cost to totally VO IP.




                                                                                        F
IGURE 2.3.2 Items Screen


Save / Export (toolbar option)
The save export toolbar option will compile a list of items and their costs and store
them in a comma separated values file, this file can be opened with Microsoft excel.




                                          73
Add Item (toolbar option)
The ad items toolbar option will display dialog that will allow the administrator to
specify a name for an item and a cost for that item. The cost is an estimated cost for
totally VO IP, this number is not accurate and is only use for ballpark reporting
purposes.




    1. Item-is a text name to identify the item.

    2. Cost-is a ballpark cost for this item two totally VO IP, and is only used for
       reporting.


Edit Item (toolbar option)
The edit item toolbar option will display in a dialog containing the name and cost of
the currently selected item. This will provide an opportunity to change the name or
cost.




Grid View (toolbar option)
By default the items are displayed in card view, to display the items in a grid similar to
Microsoft excel press the grid view toolbar option.


Per Page (toolbar option)
The per page toolbar option specifies the number of items to display per screen.


                                           74
Company Costs Screen
The company cost screen specifies the cost per transaction for the item that has been
agreed on with the currently selected company. This is also an administrative task for
a totally VO IP employee, the end user does not have access to the screen. In order
to specify a company cost both an item and a company must exist. To specify a cost,
and press the add cost toolbar option.




FIGURE 2.3.3 Company Costs Screen


Save / Export (toolbar option)
The save export toolbar option will create a comma separated value file containing a
list of the items in the agreed on cost for the specified company, this file can be
opened with Microsoft excel.




                                         75
Add Cost (toolbar option)
The ad cost toolbar option will allow for the creation of an agreed or contract cost for
the currently selected company.




    1. Item-is selected from the list of available items, these are specified any items
       interface and must exist prior to adding them to the company.

    2. Contract cost-is the per transaction fee that is charged to the company for
       this specific type of transaction.

    3. Contract date-is the date at which this cost goes into effect for the selected
       item.


Edit Cost (toolbar option)
The edit cost toolbar option will allow for the modification of an existing contract by
displaying a dialog that allows the user to modify the cost and item of the currently
selected company cost.




                                          76
Grid View (toolbar option)
By default the company cost are displayed in card view, to display the company costs
in eighth grade similar De Microsoft excel press the grid view toolbar option.


Per Page (toolbar option)
The per page toolbar option specifies the number of company cost to display on the
screen for the selected company by default this is 25.


Company (toolbar option)
The company toolbar option displays a list of companies that the current user has
access to, this is also used to select the company that the company costs are to be
displayed for.




                                         77
Merchant Accounts Screen
Merchant accounts are the methods that companies use to collect monies from their
customers. There are different merchant accounts available and the list of supported
merchant types is ever growing. In order for a company to be able to sell a product using
the go authorize system they must provide a merchant account. In some cases processing
would not be performed in the go authorize system, in these cases escrow services may be
implemented. Escrow services are also set up using the merchant accounts interface.
Before setting up a merchant account the company must exist.




FIGURE 2.3.4 Merchant Accounts Screen


Save / Export (toolbar option)
The save export toolbar option will create a comma separated values file containing a
list of all of the merchant account information for the currently selected company.




                                          78
Add (toolbar option)
The ad toolbar option is used to create a new merchant account for the currently
selected company. A merchant account is required prior to creating payment
plans and packages. The transactions are pre authorized a merchant account must
be created for the process as well.




                                      79
1. Merchant account-is a user friendly name to identify the merchant
   account.

2. Gateway-is the Internet address provided by the merchant provider
   against which transactions will be processed.

3. User ID-is the user ID provided by the merchant provider to be used to
   process transactions against the gateway.

4. Password-is the password provided by the merchant provider to be used
   to process transactions against the gateway.

5. Method-is a drop down option box providing a list of the available
   merchant gateways.

6. Merchant ID-in some cases merchant providers will provide an additional
   ID that is required to process transactions against the gateway.




                                   80
Edit (toolbar option)
The Edit button on the Merchant Account screen, will allow the user to manipulate
the information & data tied to an existing Merchant Account record in the Go
Authorize system. This interface is very similar to the add interface, however it
displays the current information assigned to the currently selected merchant
account.




                                      81
Grid View (toolbar option)
By default the merchant accounts for company are displayed in card view, to display
the merchant accounts in a grid view similar De Microsoft excel press the grid view
toolbar option.


Per Page (toolbar option)
This field is used to designate how many Merchant Account Results are shown per
result page.


Company (toolbar option)
The company toolbar option displays a list of the companies that the currently logging
user has access to, this will act as a filter displaying only the merchant accounts
associated with the currently selected company. The company must exist prior to
creating merchant accounts. Companies can be created using the company’s
interface.




                                         82
Payment Plans Screen
Payment plans are used to specify which merchant accounts are used to process
transactions based on the transaction number of the order. In order to create a
payment plan you must first have merchant account created for the company. You
must also specify a payment plan prior to creating a package.

Payment plans are created and assigned generic names such as default payment plan,
then merchant accounts are associated with the payment plan and transaction ranges
are specified.




Figure 2.3.5   Payment Plans Screen


Save / Export (toolbar option)
Export to File will allow the user to save the Payment Plan information to a .CSV
file compatible with Microsoft Excel.




                                       83
Add (toolbar option)
Pressing this button will display the Add Payment Plan pop-up window. This will
allow you to specify a payment plan and sets its status to either active or inactive.




   1. Payment plan-is the name associated with this payment plan.

   2. Status-is an option selected from a drop down box, it can be active or
      inactive.




                                        84
Edit (toolbar option)
Pressing this button will display the detailed information for the currently selected
payment plan. This interface is very similar to the add payment plan interface. In
addition to the add payment plan interface, the edit interface will display the plan
accounts. If the plan accounts section of this interface is identical to the plan
accounts section of the payment plans interface.




                                          85
Plan accounts (interface section)
The plan accounts interface section allows you to select an append merchant
accounts that will be used for specific transactions with this payment plan.




Save export (toolbar option)
The save export toolbar option will create a file containing comma separated values
listing all the accounts associated with this payment plan.




                                        86
Add (toolbar option)
The ad toolbar option will display dialog that allows the user to select a merchant
account that will be appended to this payment plan.




    1. Merchant account-is a drop down box that allows you to select the Prix
       existing merchant account, the merchant account must first be created using
       the merchant accounts interface.

    2. Minimum transactions-is the number identifying the transaction that this
       merchant account will be used to process, the zero in this field would mean
       to use this merchant account from the first transaction.

    3. Maximum transactions-is the number identifying the maxim transaction for
       this order that this merchant account will be used to process, if this number is
       a zero then there is no maximum transaction number in this merchant
       account will be used for all remaining transactions.


Delete (toolbar option)
This button currently does not function.


Grid view (toolbar option)
By default the plan accounts are displayed in card view, to display the plan accounts
in a grid similar to Microsoft excel press the grid view button.


Per page (toolbar option)
The per page toolbar option specifies the number of plan accounts to display per
screen.




                                           87
Grid View (toolbar option)
Pressing this button will toggle the display of the list of Payment Plans from a Grid
View to a Card View, the default view his card view.


Per Page (toolbar option)
This field is used to designate how many Payment Plan Results are shown per
result page.

Company (toolbar option)
The company toolbar option will display the list of companies that currently
logging user has access to, this drop down box is used to filter the payment plans
by the selected company.




                                        88
Billing Plans Screen
Under the Views Menu:

Billing plans are used by the go authorize system to determine when the billing day
he is for a new customer. The billing day is calculated by looking up the day the
order was purchased in the billing cycle table and finding the associated billing day.
There are two default billing cycles built into the system. A billing plan is required
prior to creating a package.




FIGURE 2.3.6 Billing Plans Screen




                                         89
Add (toolbar option)
The add toolbar option will display a dialog allowing the user to create a new billing
plan for the currently selected company.




    1. Billing plan-is the unique name created to easily identify this billing plan.

    2. Status-is a drop down combo box and can be either active or inactive, only
       active billing plans will be available when creating packages.


Edit (toolbar option)
The edit toolbar option will display dialog containing the details of the currently
selected billing plan, this interface will allow you to change the name and status of
the billing plan.




Company (toolbar option)
The company toolbar option will display the list of companies that the currently
logged in user has access to and will act as a filter displaying only the billing plans
belonging to the currently selected company.




                                            90
Billing Cycles
A billing plan consist of one or more billing cycles, the billing cycles are the table of
order dates that are used to determine the billing date of a new order. Billing dates
are added to the system by pressing the add button on the billing cycles
toolbar




FIGURE 2.3.6.1 Billing Plans Screen Billing Cycle Table




                                           91
Add (toolbar option)
The add toolbar button will display the new billing cycle interface, this interface is
used to add a billing cycle to the currently selected billing plan. At least one billing
cycle is required in order to have a valid billing plan. For a billing plan to be valid, the
billing cycles must cover 31 days of the month.




FIGURE 2.3.6.2 New Billing Cycle pop up

    1. Billing cycle-is a friendly name identifying this billing cycle.

    2. Billing day-is a day of the month selected from the drop down box that
       orders falling between the first and last day will be billed.

    3. First order day-is the first day of the month that this billing cycle applies,
       this number is selected from the drop down list.

    4. Last order day-is the last day of the month that this billing cycle appliance,
       this number is selected from the drop down list.




                                            92
Edit (toolbar option)
The edit toolbar option will display the currently selected billing cycle in a dialog
containing all the information related to the currently selected billing cycle. This will
provide the opportunity to change the name of the billing cycle of billing day and the
date range.




Delete (toolbar option)
The delete toolbar option will remove the currently selected billing cycle from the
billing plan, no confirmation is displayed.


Card View (toolbar option)
By default the billing cycles are displayed in grid view, in order to display the card
view for the billing cycles press the card view button.


Default 28 day (toolbar option)
The 28 day billing plan is available by default in the system, to configure these billing
plan first create the billing plan, select the billing plan and then press the default 28
day button, this will populate the billing plan with the 28 billing cycles.


1st and 15th (toolbar option)
Like the 28th day billing cycles there is also available the first and 15th billing cycle, this
is created the same as the 28 day billing cycle however instead of pressing the default
28 day button press the first and 15th button.




                                             93
Packages Screen




The package is the smallest unit of measure that is sold to a customer. The
package will consist of one or more items. Each of these items will have a billing
frequency of either monthly or one time.

The packages interface displays each package and card view by default. The card
view will display a pie chart for each package; displaying inactive and rejected
customers in red, and suspended, pending and active customers in green. Also
displayed on the card is the actual numbers of active, inactive, pending, rejected
and suspended orders for this package. These charts and numbers are updated
periodically, approximately every 10 minutes.

Select a Company & a Package & the Package Items associated with the selected
Package will be displayed in a table at the bottom.




FIGURE 2.3.7 Packages Screen




                                       94
Add (toolbar option)




Pressing this button will display the Add Package pop-up window. This interface
will allow the user to create the proper name for the package and said its status as
either; active are inactive. Additional settings are available for this package and
are defined below. After package-is been created, additional settings can be
applied to the package by using the edit toolbar option.




FIGURE 2.3.7.2 Add Package Screen




                                        95
1. Package-is a proper name associated with the package of items to be sold to
   the end customer.

2. Status-indicates whether the current package can be sold one not, the value
   is selected from the status drop down box and can be either active or
   inactive.

3. En able web enrollment-indicates that the web enrollments interface by
   means of an Iframe will be available for this package.

4. Enable require verification-will set the status of new orders to pending, this
   will require the orders to be processed through verification prior to
   processing the order from billing.

5. Enable e-mail cancel receipt-will send in e-mail receipt to the customer
   notifying them that their account has been canceled. This receipt-will be sent
   using the e-mail credentials provided in the package. After the package has
   been created, the e-mail receipt can be modified.

6. POP3 server-is the e-mail server that will be used to transmit the emails, this
   is actually the SMTP address of the pop three server. IMAP and http servers
   cannot be used.

7. POP3 account-is the e-mail account that will be used to transmit receipts.

8. POP3 password-is the password associated with e-mail account that will be
   used to transmit receipts.

9. CSS style ID-is the ID associated with the style sheet that is used for the web
   enrollment interface, this only applies if web enrollment is enabled.

10. Foreign V package-is used for the verification process. This Is the GUID of
    another package that is tied to this package for the verification process.
    When verified, if this package is approved the foreign package will also be
    approved, if this package is rejected the foreign package will also be rejected.

11. Require pre authorization-will attempt to pre authorize $1.00 against the
    customer’s credit card, if declined the order will be rejected. When this field
    is checked a preauthorization account must be specified.

12. Pre Auth account-is a merchant account that is specified to be used to
    attempt to prior authorize the transaction against the customer’s credit. At
    this time, this account must be an authorize .net account.



                                      96
13. Descriptor-is used as the billing descriptor that is displayed on the customer’s
    credit card statement.

14. 10 digit phone-is the 10 digit phone number that appears on a customer’s
    credit card statement.

15. Require valid address-when checked will perform an address and look up
    with the customers address to determine if it is a valid mailing address based
    on the postal service database. If it is not the order will be rejected,
    otherwise it will be approved.




                                      97
Edit (toolbar option)




Similar to the edit toolbar option on other interfaces, pressing the edit toolbar option
will display of dialog containing the current information for the selected package, also
additional information will be displayed that is not available from the add interface.
The edit dialog will also allow you to make modifications to the name, status, and
email options of the package.




When dealing with a package that can obtain orders from the Internet, there are
three primary methods of receiving orders and to the go authorize system; the I



                                          98
frame method, the API method and the import method. We will discuss the latter
two methods later.

In order to accept orders from the Internet using the I frame method, the enable web
enrollment option must be checked. This will require you to complete four sections
of this package interface; the web enrollment fields, affirmations and/or the header
and footer.

The process of completing these four sections will create a dynamic interface that can
be displayed on any web page. The sections will contain graphical as well as text
information.

When the process of modifying these four sections is complete the preview of what
the form will look like can be displayed, this is done by pressing the preview order
form toolbar option.




                                         99
Web enrollment fields (toolbar option)




The web enrollment fields toolbar option is used to specify the required fields in
order to process an order placed using the I frame option. If the fields are enabled
they will be displayed on the order form, if they are flagged as required the user must
provide that information in order to complete the transaction. After checking the
desired options press the save button to apply the changes.




                                         100
Affirmations (toolbar option)




The affirmations portion of the interface will display text phrases that the customer
must check off as an acknowledgement. All affirmations must be checked or the
order will be considered invalid and will not process. To add an affirmation, inter a
name in the affirmation text box and press the Add affirmation button. To modify the
affirmation, click the affirmation and the list on the left; the text associated with the
affirmation will be displayed on the right. After modifying the affirmation press the
floppy disk icon above the affirmation text.




Header (toolbar option)

                                         101
The header toolbar option is used to display the dialog that allows for the
modification of the text that is above the form on the dynamic interface displayed
using the I frame method. This section can be very complex as it supports standard
HTML. After modifying the header section press the floppy disk icon to save changes.




                                       102
Footer (toolbar option)




The footer toolbar option is used to display the dialog that allows for the modification
of the text that is below the form on the dynamic interface displayed using the I
frame method. This section like the header can also be very complex as a support
standard HTML. After modifying the footer section press the floppy disk icon to save
changes.




                                         103
Receipt (toolbar option)




The receipt toolbar option is used to create an HTML receipt that will be emailed to
the end user. This option only applies when the cancel e-mail receipt option is
checked on the package tab. This screen will display an editor very similar to the
header and footer editor. The e-mail server information provided on the package
interface will be used to send the receipt. The receipt-will be sent after the first
authorize transaction. And




                                        104
Cancel receipt (toolbar option)




The cancel receipt toolbar option is used to modify the email that he’s used to notify
the customer by email that their order has been canceled. The email will be sent
using the e-mail server settings located on the package interface. This option only
applies when the cancel e-mail receipt option is checked. The editor is the same
editor used for the header, footer, receipt and refund options.




                                         105
Refund receipt (toolbar option)




Will refund receipt toolbar option is used to modify the key e-mail that is used to
notify the customer by email that a transaction has been refunded. The email will be
sent using the e-mail server settings located on the package interface. This option
only applies when the cancel e-mail receipt option is checked. The editor is the same
editor used for the header, footer, receipt and refund options.




                                        106
Preview order form (toolbar option)




The preview order form toolbar option is used to see what the new form will look
like. This form can be imbedded into any web page using the I frame tag.




                                     107
Company (toolbar option)




The company toolbar option will display the list of companies that currently logging
user has access to. This drop down box will act as a filter, displaying only the
package-is related to the selected company.


Show Customers (toolbar option)




The show customers toolbar option will display a dialogue allowing you to filter and
display a list of customers related to the specific company and/or package or
packages. The customers can be filtered by status or date. Simply select the filter
options and press the refresh report button.




FIGURE 2.3.7.3 Package Customers Screen


Leads (toolbar option)

                                        108
An additional feature of the Go Authorize System is lead tracking by means of the
API. When called, the API will generate an ID to associate with a potential
customer. The leads toolbar option will provide an interface to allow the user to
user to view all the traffic by date for the selected package.




FIGURE 2.3.7.4 Package Leads Screen


Export (toolbar option)




The export toolbar option will create a comma separated value file containing all
delete information for the specified date range.


Show (toolbar option)




The show toolbar option will display the leaves for the currently selected package
during the specified date range.




                                        109
From and to (toolbar option)




The “from and to” toolbar options are used to specify the date range to view the
leads for the currently selected package.



Package Items
This area will display all the Package Items in a selected Package & display them in
a table below the Package area of the screen.




FIGURE 2.3.7.5 Packages Screen Package Items Table Screen




                                        110
Add (toolbar option)




Pressing this button will display the Add Package Item pop-up window. This
dialogue is used to add an item to the package. When a customer purchases a
package they received copies of the items added to their order.




FIGURE 2.3.7.4 Package Leads Screen

       1. Item-the Item-is selected from the drop down list and must be made
          available by the totally VOIP staff prior to adding the package item.

       2. Payment plan-is selected from the drop down list and requires that the
          payment plan be created prior to adding an item to a package.

       3. Billing plan-is selected from the drop down list of available billing plans
          and requires that the billing plan be created prior to adding an item to
          the package.

       4. Cost-is the amount that the customer will be billed for this particular
          item in the package.


                                       111
5. Offset-is the number of days after the order has been placed and
   accepted that the customer will be charged for this item.

6. Retry attempts-is selected from the drop down box and specifies the
   number of times a declined transaction will be retried before canceling
   an order.

7. Retry delay-is the number of days between a retry attempts, this
   number is selected from the drop down box.

8. Frequency-tells how often this item is billed for. The current options
   are monthly or one time.

9. Final failure cancels order-if this option is checked after the final retry
   attempt the decline will cause the order to be canceled otherwise the
   order will be placed in suspense.

10. DNIS-is the phone system identifier for the customer service or access
    number associated with this particular item.

11. Error cancels order-will cause the order to be canceled if there is an
    error processing the transaction for this item.

12. Fulfillment code-is an alphanumeric code that will be placed in the
    fulfillment files to be used by fulfillment companies to identify the
    appropriate package to send to customers.

13. Processed-when checked this will require that an approved transaction
    exist for this package item in order to allow fulfillment to take place.

14. Future bill-when checked will allow fulfilling to take place with out and
    approved transaction for this package item.

15. Retry-when checked will allow fulfillment to take place even if a
    transaction is in retry state.

16. Required fulfillment-




                                112
17. Foreign package-will place an order for another package when this
    order is placed, the globally unique identifier of the foreign package
    must be supplied here.

18. Text phrase-is the text phrase to be supplied for LEC billing for this
    package item.

19. Credit phrase-is the phrase used to be supplied for LEC billing on a
    credit transaction for this package item.

20. ALID-is assigned by the LEC clearing house to this particular package
    item.

21. Sub CIC-is assigned by the LEC clearinghouse to this particular package
    item.

22. Email fulfillment-if this option is checked will cause the fulfillment
    package to be sent directly to the customers e-mail address using the
    specified email package.

23. Email package-is selected from a drop down list of available e-mail
    packages for this company. The email package must exist prior to
    creating a package, and is created using the email fulfillment interface.

24. Certificate type-if this package is to supply certificates to the end users
    the certificates must be created using the certificate’s administration
    interface and been selected from the drop down list of available
    certificates types for this company.




                                113
Edit (toolbar option)




The Edit button on the Package Item field, will allow the user to display the
information tied to an existing Package’s Item and provide the opportunity to edit
this information.




Delete (toolbar option)




Pressing this button will remove the package item from the package, currently
there is no confirmation displayed.




                                       114
Orders Screen
There are currently three methods for adding orders to the go authorize system the
first method is by using the orders interface, this interface allows the user to selected
package and provide the customers and billing information to post a new order. The
second method is by using the go authorize Internet API for posting orders. The final
way is by using the order import applications to import orders from a comma
separated file. This section will discuss the orders interface.




FIGURE 2.3.8 Orders Screen


Save & Bill Later (toolbar option)




The save and bill later toolbar option will only be displayed for packages that do
not have any items with a zero offset. Pressing this button will Save the Order to
the Go Authorize system & Bill the selected Order on a future date.




                                          115
Bill Now (toolbar option)




The bill now toolbar option will only be displayed for packages that have a zero
offset. Pressing this button will & Bill the selected Order and display a
confirmation or an error for the order.


Clear Order (toolbar option)




Pressing this button will reset the Order, in effect wiping all the fields on the screen
clear.


Company (toolbar option)




The company toolbar option will display the list of companies that the currently
logging user has access to, and is used to select the company that the order will be
placed in.




                                         116
User (toolbar option)




By default orders entered into the go authorize system are assigned to the currently
logging user. However in some cases, administrative users or management personnel
may be entering orders for other users. These higher security users will see a drop
down box containing a list of sales personnel that they can assigned credit for the sale
to.


Package Options (section)
This field displays a list of the available Packages in the Go Authorize system for the
currently selected company, the selected package is the package that the
customer will be purchasing.


Customer Information
This is where the Customer’s Personal information is contained as it relates to the
Order being entered.


Credit Card Information
This is where the Customer’s Credit Card information is contained as it relates to
the Customer & the Order entered.


Banking Information
This is where the Customer’s Banking information is contained as it relates to the
Customer & the Order entered.




                                         117
Customers Screen
Under the Views Menu:

The customers interface is used to locate customers in the go authorize system,
the customer information that is returned by this interface will be filtered by the
information provided on the interface. Simply fill in known information about the
customer typically all that is required is the customer’s phone number and press
the search toolbar option this will display a paged filtered list of customers
matching the criteria supplied.




FIGURE 2.3.9 Customers Screen




                                       118
Search (toolbar option)




Pressing Search will allow the user to retrieve a set of Customer records that
match any criteria designated in the available fields on the screen such as “phone
number ”.




By double clicking on any one of the resulting records a customer detailed
interface will be displayed. Pressing the filter toolbar option will return the user to
the original filter screen allowing them to enter new criteria for their search.




                                        119
Customer detail interface
The customer detail interface allows the customer service representative to view
detailed information on a specific customer. This interface also will allow the
customer service representative to update billing and contact information as well as
reorder products, place new orders, view transaction histories, cancel orders, placed
notes on customer accounts, refund transactions and view call history.




Save customer information (toolbar option)




The save customer information toolbar option will update the go authorize database
with new information entered on the customer information tab for the customer on
the screen.




                                        120
Credit accounts




The credit accounts portion of the customer detail interface is used to update the
billing account that is used to process transactions for this customer.




To modify a credit account, double click the credit account on the bottom of the
screen. The credit account information will be displayed in the fields above, after
modifying the credit account information press the save credit information button to
store the new information in the go authorize system.




                                        121
Order history




The order history portion of the customer detail interface is used to display and order
history and current status of orders, it is also used to review any recordings
associated with the sales, and to cancel orders. You can view the details of any order
by clicking on the order at the top of the order history interface, the details will be
displayed at the bottom of the screen.




Listen to recordings
Recordings associated with an order can be listened to by first highlighting the order
in the order section of the order history interface, then pressing the play button



         The recording can be stopped by pressing the stop button              .




                                         122
Cancel an order




An order can be canceled by first selecting the order in the top section of the order
history interface and then pressing the cancel warder toolbar option at the top of the
screen, a confirmation will be displayed, you must select yes to cancel the order.




                                        123
Transactions




The transactions portion of the customer detail interface will display transactions that
it been charged to this customer as well as errors, declines, voids and credits. This
interface will also provide a mechanism to return money to a customer against a
single transaction.




                                         124
Refund a transaction




By selecting an approved transaction and pressing the void transaction button the
transaction will be refunded to the customer, after confirming the refund.




Charge back the transaction




Occasionally customers will contact their banking institutions and deny charges for a
transaction, the charge back button is a method used to flagged the transaction as
being charge back by the customer, this allows for the removal of the transaction
from cash flow reports.

When a customer is charged back, typically the bank require some form of response.
This is where the charge back form letters that were created previously come into
play. Each company is required to generate their own form letters. But to access in
print these letters, simply right click on the transaction, highlight charge back letters,
and select the form letter from the drop down box; this will display the Prix filled
form letter. This letter can be printed and therefore did as needed.




                                           125
126
Notes




Any time that a customer calls customer service representatives, the representative
has an opportunity to place a note on the customer’s account. These notes provide a
clear communication history with the customer. Simply enter a note in the text area,
and press the save note button.




                                       127
Reorder




The reorder portion of the customer detail interface is designed to allow the
customer service representative to place a new order for previously ordered or new
products for a customer simply. The process is performed by selecting the company,
the credit card to use, and the package the customer wishes to reorder. And then
simply press the reorder button.




                                       128
Call details




The call details portion of the customer detail interface is used to display a history of
calls made by the customer using either switch features or calling into customer
service.




                                          129
Clear Criteria (toolbar option)




Pressing this button will reset the entire Customer search form & all of its’ fields
allowing for a new customer search.


Company (toolbar option)




By default the customers interface will search all companies that the currently
logging user has access to in order to identify a customer by the supplied filtration
criteria, however the search can be limited to a specific company by selecting the
company name from the company toolbar option. The filter can also been
reopened to all companies by selecting the% from the company toolbar option.




                                        130
Call Time




As a customer service representative process is a call with a customer using the
customers interface that I’m on the call is logged. When they have completed the call
they should press the end call button for accurate logging.



End Call / New Call




The end call new call toolbar options are used to specify when ANI customer
service call begins or ends. At the beginning of a call the new call button should be
pressed at the end of the call the end call button should be pressed. This will
provide accurate logging of customer service call activity.




                                        131
Stats Screen
The stats screens are designed to give a graphical representation of transactions
processed through the go authorize system.




FIGURE 2.3.10 Stats Screen




                                      132
Today




Pressing this button will display a graphical representation of the Stats based on
the current day’s records. The upper left-hand portion will display a the number of
transactions approved, declined and error transactions.

The lower left portion of the screen will display the number of customers in a
specific customer status .

And the right side of the screen will display sales by a sales Rep.




                                         133
Approved




This button will display graph representing the dollar’s of approved transactions over
the specified. Date will be displayed at the bottom of the graph, and the number of
approved dollars on that they will be displayed at the top.




                                         134
Percentages




This graph will show the number of transactions by a result over the specified. The
results will be displayed on the left side as well as their value and a number of
transactions will be displayed on the right side.




FIGURE 2.3.10.1 Percentages Graph


Company (toolbar option)




The company toolbar option displays the company’s that the currently logging user
has access to and is used to filter the status reports.


                                        135
Reports Screen
The reports interface is used to run real-time reports on against any Company that
the user has access to.




FIGURE 2.3.11 Reports Screen


Company (toolbar option)




The field which designates the Company tied to the Report Result information.
Only the companies that the currently logging user has access to will be displayed
in this drop down list.




                                        136
Report
The Report field contains the name or label of the Report selected. Drop the box
down to see a list of available Reports.




Cancellation Report




                                     137
Cash Flow Report

Date

Trans

Err/Dec

1st

2nd

3rd

4th

5th

More

Refund

Total=

Initial +


                   138
Recurring

Retry 1

Retry 2

Retry 3

Retry 4




Customer Service Report

User Name

Date

Day

Calls


                          139
Known Customers

UnKnown Customers

sec

mins

Avg Secs Per Call

Avg Mins Per Call

Hours of Calls




Customer Status Report
First Name

Last Name

Phone Home

Pin

Address1

                         140
Address2

City

State

Zip

Email

DOB

Mother

OCN

Address Verif

Last4

Order Status

Order Date

Billed Date

Cancel Date

Reprocess Date

Due Date

Reprocess Date

Retry Attempts

Fulfillment Date

Package

Order Source

VCode

Approved

CREDIT

CREDITED Approved

                    141
Decline

Declined

Error

Pending

Rejected

VIOD

Voided Approved




Customers Report

Order Status

Customer

Phone Home

Package


                   142
Order Date

Age




             143
Email Fulfillment Report

Item

Price

Status

Bill Date

Fulfillment Code

Sale Date

Home Phone

Pin

First Name

Middle Name

Last Name

Address1

Address2

City


                           144
State

Zip Code

Email




           145
Fulfillment Report

Item

Price

Status

Bill Date

Fulfillment Code

Sale Date

Home Phone

Pin

First Name

Middle Name

Last Name

Address1

Address2


                     146
City

State

Zip Code

Email

Certificate




LEC Billing Files Report

File Type

File Records

File Value

LEC Rejects

LEC Reject Amount

Up Front Rejects

Up Front Reject Amount

Customer Service Rejects


                           147
Customer Service Reject Amount

Repayment Records

Repayment Value

Remote Filename

Local Filename

File Date

Submitted




Notes Report

Customer

Phone Home

Note Date

Note

User Name


                                 148
Order Files Report

File Date

Order Date

Orders

Percent Active

Require Pre Auth.

Pass Pre Auth.

Fail Pre Auth

Pre Auth Variance

Recordings

Missing Recordings

Recording Variance

Pending

Missing


                     149
Processed

Re. to Proc. Variance

Active

Inactive

Pending

Rejected

Suspended

Orders Variance

0

1

2

3

4

5+

Approve Var




                        150
Order Flow

Load date

Order file

Gross submits

submit rejects

Net Submits

Fail Preauthorization

Net Loads

Loaded percent

Pre-Verification Cancel

Verification rejects

Post verification cancels

Required verification

Verified accepted

Billable percentage net


                            151
1 Unbilled

1 processed

1 suspended

1 declined cancellation

1 Canceled

1 Error

1 percent

1 approved




Periodic Billing Summary Report

Company

Package

Costs

Due


                                  152
Due Total

Approved

Approved Total

Pending

Pending total

Rejected

Rejected total

Declines

Decline total

Errors

Error total

Credits

Credit total

Voids

Void Total




                 153
Recording Files Report

Recordings symbol

Recording file

Process date




                         154
Scheduled Reports Screen




Transaction Summary Report

Company

Package

DS

Amount

Transactions

Total approved

Approved

Percentage Approved

Decline

Error

Percent error

Canceled


                             155
Credit

Credited

Pending

Rejected

Void

Voided

Other Obsolete




Transactions Report

Transaction date

Result

Code

Reference code

Customer

Name on card


                      156
Amount

Merchant account

Package

CANCEL

Full result

Order status




Verification Rejects

V code

Records

Percentage total

Percentage rejected




                       157
Verifications Report

User name

Date

Recordings

Rejected

Approve

Total seconds

Total minutes

Total hours

Average second per

Average minutes per




                       158
Web Orders Summary

Post time

Company

User name

Package

Orders

Accepted

Not accepted

Percentage of accepted

Percentage not accepted

Active

Cancel

Rejected

Pending

Suspended


                          159
Percent account active

Percentage account Canceled

Percentage account rejected

Percentage Account Pending

Percentage Account Suspended

Error




                               160
Email Fulfillment Screen
Under the Views Menu: This is where Email Fulfillments are handled. This interface
is designed to allow the user to create a document for email fulfillment and to
place the fields from the fulfillment report into the document. After the Package
has been selected, compose the Email Fulfillment Letter. Append the fields to the
Letter using the Merge Codes.




FIGURE 2.3.12 Email Fulfillment Screen


Company
The Company field designates the Company tied to the Email Fulfillment
information, & is considered a Prerequisite.


EMail Package
The Email Package Field will contain the name or label assigned to the currently
selected Company’s Email Package


New Package


                                         161
If the Package does not yet exist, add the Package by pressing the New Package
button.


Edit Package
The Edit button on the Email Fulfillment screen, will allow the user to manipulate
the information & data tied to an existing Email Package record in the Go
Authorize system.


Merge Codes
A Merge Code is the name of the field wrapped in { and }; so the FirstName would
be Merged using the {FirstName} Merge Code.




                                      162
Verification Screen
Under the Views Menu: This is where Verifications are handled.




FIGURE 2.3.13 Verifications Screen


Show
The Show button will display a list of Verifications that meet qualifications
designated in the Prerequisite fields.


Rejected
The Rejected button will display a list of Verifications that have not passed the
qualifications & are designated by a user as a Reject. The Company & Package
fields must have a selection & are considered Prerequisites.


Process
The Process button will handle the Verifications in the selected range. The
Company & Package fields must have a selection & are considered Prerequisites.


Company

                                      163
The field which designates the Company tied to the Verification information & is
considered a Prerequisite.


Package
The Package field indicates the Product Package selected & is considered a
Prerequisite.


Approve All
The Approve All button will batch-approve all the Verifications which have been
designated in the Prerequisite fields.




Toolbar Buttons
Bug Report Screen
This is where Bugs are reported & handled.




                                      164
FIGURE 2.4.1 Report a Bug Screen


Location
Location is the screen where the bug occurs. The screen that caused the error



Description
The Description field is where a detailed explanation of the error would be
outlined.



Open Bugs

                                      165
A running log of know but unaddressed issues.




                                     166
PCI Compliance Screen
This is where PCI Compliance Certificates are displayed & printed for the purposes
of demonstrating current Compliance, of Totally VOIP’s Go Authorize Application




FIGURE 2.4.2 PCI Compliance Screen




                                      167
                                                             Chapter




                                                             6
Error Messages
Any unexpected errors will be explained below.



Run as Admin Error:

       When first running Go Authorize, should an error requiring permission or
       authorized access, go to the Go Authorize Folder, in the Programs
       Directory.

               PATH: C:\Program Files\Totally VOIP\GoAuthorize




                                      168
Index
Add Task, 7                                    Item Customers Screen, 13

Add User, 10                                   Items, 49

Administration Menu, 4, 5, 8, 13, 15,          IVR Editor screen, 25
       18, 19, 21, 30, 33, 35, 37, 39,
       40, 41, 42, 45, 46, 47                  IVR phone systems, 42

Billing Plans, 55                              LEC Files, 19

Bugs, 69                                       Merchant Accounts, 52

Call Details, 18                               Orders, 59

Card View, 49, 50, 51, 53, 55, 57              Packages, 57

Carrier Rates, 37                              Payment Plans, 53

Carriers, 28                                   PCI Compliance, 70, 71

Certificates, 45                               Phone Number to Test, 38

Channel Summary Screen, 32                     Process Billing, 16

Charge Back Letters, 46                        Recordings, 44

Companies, 47                                  Reports, 64

Company Costs, 50                              Save & Bill Later, 60

Customer Service Managers, 41                  Script, 45

Customers, 62                                  security levels, 5

Delete Task, 7                                 Stats, 63

DNIS Management, 21                            usage, 30

Email Fulfillments, 66                         Usage Report, 31

Error Messages, 72                             Usage Screen, 30

Escrow, 40                                     Users, 8

Function, 41                                   Verifications, 67

Grid View, 49, 50, 51, 53, 55, 57


                                         169
Views Menu, 47, 50, 52, 53, 55, 57, 59,         62, 63, 64, 66, 67




                                          170

				
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