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					                               AT&T CallVantage Service for Small Business
                   BSN020 – AT&T CallVantage(SM) Training for the New AT&T
                                                            Facilitator Guide

AT&T

Small Business

Training



Course BSN020 – AT&T CallVantage(SM) Training for the New
AT&T



                FACILITATOR GUIDE




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                      BSN020 – AT&T CallVantage(SM) Training for the New AT&T
                                                               Facilitator Guide


      Introduction to AT&T CallVantage(SM) Training for the New AT&T

Objectives                       Understand and explain AT&T CallVantage Service
                                 Explain the offers and features of AT&T CallVantage
                                  Service
                                 Determine customer eligibility for service and provision
                                  orders for new customers when appropriate
                                 Understand Local Number Portability (LNP)
                                 Use the AT&T CallVantage Call Guide



Approximate Time              2 Hours

Materials                            Facilitator Guide – print off the PDF file
                                     Participant Guide – LMS
                                     Access to KR

KR Documents                         Small Business VOIP Homepage

Delivery Method               Blended Course




   Prepare to “Welcome” the class to the AT&T CallVantage(SM) Training for the New
    AT&T. Have each participant to launch the course in LMS. The course number is
    BSN020.

   Explain and stress AT&T’s policy on Proprietary Information in regard to this and all
    following, materials participants will receive. They are never to be removed from the
    premises. They should never be taken home by the participants during initial training
    or after initial training is complete. This also includes other training documents, such
    as handouts, KR documents that may have been printed out, etc.

   Begin the training by reading the Overview to the class. The overview is not included
    in the LMS course (participant guide). Ask for volunteers to read the information
    presented throughout the remainder of the training.

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Overview           Welcome to the continuation of training! Soon you will begin handling customers’
(Presented by      requests for our AT&T CallVantage service for Small Business. You will also use
Facilitator)       this information to probe and bridge to selling the offer to those customers that
                   may call in for other services. This course builds upon the overview you received
                   in the LMC course on Voice Over IP (VOIP).

Facilitator Note   Ask for a volunteer to read the tag line on the first page of the course.
                          The Next Generation of Network IS MAKING IT HAPPEN

                   Ask the participants why the above statement is important. Don’t spend too
                   much time on this but enough to get the participants to start thinking about it.


Facilitator Note   Remind the students to follow all instructions on the pages in the course (the use
                   of the Next Arrow keys or the Next or Continue buttons on the page)

                   It is very important that they do not click CLOSE button while taking this course.
                   They need to complete the course. If they CLOSE the course then they have to
                   go back to their existing courses and re-launch the course)

Objectives         Have one of the students read out the objectives to the class:

                      Understand and explain AT&T CallVantage Service
                      Explain the offers and features of AT&T CallVantage Service
                      Determine customer eligibility for service and provision orders for new
                       customers when appropriate
                      Understand Local Number Portability (LNP)
                      Use the AT&T CallVantage Call Guide


Overview           Since, February 26, 2007, AT&T has been offering our Voice Over IP (VoIP)
                   product called AT&T CallVantage Service for Small Business. VoIP has the
                   potential to deliver tremendous value to customers by leveraging the efficiencies
                   and advanced communications capabilities of IP-based technology.

                   We currently have 2 ways that we deliver this service to customers; we have a
                   Telephone Adapter (TA) based service where the customer uses it in conjunction
                   with a traditional telephone connected to it. The other way is called a softphone.
                   Softphones do not use TAs or traditional telephones. Instead the customer
                   downloads software onto their computer and they use a headset and microphone
                   attached to their computer to make and receive calls.



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                                                           Click Next above to continue
                  Point out to the students that Softphone will not be sold by them but once the
                  customer has already established CallVantage they can order this via the web or
                  call into the CallVantage Service Center.

                  Note: Telephone Adapter (TA) is a hotword and in red. They can click on it to
                  obtain the definition of TA.

How it Works      The customer uses their computer and the AT&T CallVantage Service
                  Homepage:
                      To view their bill
                      Activate and manage their features
                      Check call logs
                      And, even listen to Voice Mail online

                  Click here to see what it looks like.

                  When the students click on here it will pop up and example of the CallVantage
                  Home Page that a customer will use to manage their CallVantage service. You
                  do not have to spend much time on this slide as it is for informational purposes
                  only.




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How it Works,     In order to use our CallVantage service, the customer must have a high-speed
continued         DSL or Cable Modem connection to the Internet:
                       The DSL or Cable access can be through any provider
                       For TA based service, the PC does not need to be on to make and receive
                         calls
                       A telephone adapter (TA) is connected between the computer and the
                         DSL or Cable modem
                             o Or, between the router and the modem if the customer has more
                                than one computer connected within the place of business
                       A standard telephone is connected to the telephone adapter
                             o The customer can use the same telephone they have in their place
                                of business today!
                       The telephone is used to make Local, Long Distance and International
                         calls
                       Installation of the TA is very easy

                  Reinforce the pop up the participants will click with the word provider

                  Your focus should be to sell AT&T High Speed Internet service to the customer.
                  If they refuse, after overcoming all objections the order can proceed with their


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                  current provider.

Benefits to       VoIP is more efficient than traditional circuit switches so it is a less expensive
AT&T              way to make a call. It allows AT&T to sell lower priced local, long distance and
                  international service to customers.
                  VOIP also helps AT&T retain customers that are looking for affordable new
                  technologies to replace the traditional land line service.

                  The key point here is the retaining of AT&T customers which benefits both the
                  customer and the employees of AT&T.

Benefits to the   AT&T CallVantage service offers the following benefits to our customers:
Customer              Savings:
                            o Free Telephone Adapter, a $59.99 value (2 line TA) or a ...
                            o Reduced Cost Telephone Adapter, a $180 value for only $120 (4
                               line TA)
                            o No additional cost for standard features like Caller ID, Call Waiting,
                               Voice Mail and other new enhanced features
                      Control:
                            o New enhanced features that provide control such as Do Not
                               Disturb, Locate Me and Voice Mail
                            o Online management of features that make life easier
                      Convenience:
                            o Call whenever you want for as long as you want
                            o Manage calling through the web or phone
                            o Easy installation
                  A key point here is the Free Telephone Adapter.

New Terms         As you've already seen, there are some new words and terminology that go
                  along with our VoIP Service. We'll take a minute here to recap some of the words
                  we've already heard and some words that we'll get to throughout the training:
                  Click the word to learn more about each one:

                  Telephone Adapter (TA)                 Porting
                  Router                                 Modem
                  Softphone

                  Have the students click on each one to bring up the definition of the word as
                  these will be used throughout the course and when they are selling the
                  CallVantage service.

                  Telephone Adapter (TA)

                  A Voice Over Internet Protocol Gateway. Utilizing a high speed/broadband
                  Internet service this device will convert voice to packets to be transmitted over

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                  the Internet instead of the PSTN (i.e., traditional phone lines)

                  Porting

                  This refers to the ability to move a phone number from one service provider to
                  another.

                  Router

                  A device the enables multiple devices such as PCs and printers to communicate
                  with each other and share a broadband Internet connection. Our TAs have a
                  built in router.

                  Modem

                  A device the enables a computer to transmit data over high speed telephone or
                  cable lines.

                  Softphone

                  A softphone is software application that downloads onto your PC in minutes and
                  lets you make phone calls through your computer, but without your need for a
                  telephone adapter.


The Offers        First we're going to look at the offers, including the features.

                  Current Plans:

                  AT&T CallVantage@ for Small Business - 1 Line Unlimited Plan - 1 line of
                  Unlimited Local and Unlimited Long Distance calling

                  The customer can have up to 4 of these lines


                                                                         Click Next above to continue

                  Point out the students need to pay attention to this section as this is the offer they
                  will be selling to the customer. They don’t have to write anything down as this
                  information also appears in KR.


AT&T Business     Provides the customer with the following:
Local
Assurance             A Business Access Line with Unlimited Local Usage, Caller ID with Name

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Bundle                  and Number and Call Forwarding for a fixed rate of $25 (Southeast
                        Region will be $40)
                            o Customer may purchase up to two of these lines
                            o This is AT&T's lead offer to be sold in combination with AT&T HSI
                               and CallVantage Service
                      Assurance Bundle Key Points:
                            o Peace of Mind for the customer as a dependable, reliable backup
                               should the customer lose power and the CallVantage Service is not
                               usable do to the power outage
                  Note: While a customer can have up to 4 lines on CallVantage, they can only
                  have up to two Assurance Bundle lines.

Assurance         Region              1st Line                          2nd Line
USOCs
                  West               PGOVM                              PGOVN

                  Midwest             PGOVM                              PGOVN and XREVP

                  Southwest           PGOVM                              PGOVN

                  East               BLCAB (promo code)                     BLCAB (promo code)

                  Southeast           PGOVM                               PGOVN
                                     1FBCL                               1FBCL
                                     NXMCR                               1FBCL
                                     GCZ                                 GCZ

                  Job Aid for the SE Assurance Bundle can be accessed on the Inbound website
                  under the SA Online Tools

Assurance         The East Region can find the job aid for the Assurance Bundle on Assistnet at
Bundle Job        this url: http://telco.snet.com/assistnet/
Aids
                  The Southeast Region can find the job aid for the Assurance Bundle on the
                  Inbound website under the SA Online Tools

                  West and Southwest Regions can find the job aid for the Assurance Bundle in
                  EORS and can be found by doing a search on Local Call Assurance.

                  Midwest Region can find the job aid for Assurance Bundle in RDA.

AT&T              Before we look at the available offers, we're going to look at a document in
CallVantage       Knowledge Resource (KR) that provides the CallVantage basics... that is
Service Plan      information that applies to customers on any of the plans.


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                  Navigate in KR or click the link below:

                  Topic: VoIP
                  Category: Offers
                  Subcategory: Descriptions - VoIP
                  Document: AT&T CallVantage Service - VoIP

                  Do not click the links found within the document, we'll review them as we
                  continue through the training.

                  Knowledge Resource (KR) is highlighted as a Hot Word, providing the definition
                  in LMS. Point this out to the students to click on.

                  AT&T CallVantage Service – VOIP is a link to the KR document. The
                  participants should review this information


1 Line            Again, the KR document you just looked at provided the basics for customers
Unlimited Plan    subscribing to Call Vantage.

                  Now, let's turn our attention to the 1 line plan.

                  Click the link below or navigate in KR to:

                  Topic: VoIP
                  Category: Offers
                  Subcategory: Descriptions - VoIP
                  Document: AT&T CallVantage for Small Business - 1 Line Unlimited Plan –
                  VoIP

                  Do not click the links found within the document, we'll review them as we
                  continue through the training.

                  AT&T CallVantage for Small Business – 1 Line Unlimited Plan – VoIP is a link to
                  KR. The participants should review this information.


Additional Line   Customers that want 2 or more but no more than four 1 line Unlimited Plan can
on the Same TA    have these lines on the same TA.

                  The first line will be the Billing Telephone Number (BTN) with the remaining
                  being the Working Telephone Numbers (WTNs).

                  Customers will be billed the MRCs for the unlimited line for each line they have
                  on the same TA. The non-recurring charges will only be billed once since there

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                  is only one account.

Additional Line   We've just covered an additional line on the same TA. Now let's learn about an
on a Separate     additional line on a separate TA. This will require the customer to have 2
TA                separate broadband connections, one for each TA. Customers can only have 3
                  TAs per location and they must each have their own broadband connection.

                  The customer will receive separate bills for each TA account.

                  The customer will be billed for the non-recurring charges for EACH TA account.

TA Costs and      There are two types of TAs that you can offer the customer:
Waivers
                  1) The two line TA, which costs $59.99, but AT&T will waive that NRC, making
                  the cost $0 to the customer. This TA has a shipping and handling fee of $9.95.
                  (offer to customers that are doing 1 to two lines)

                  2) The four line TA, which cots $180, but AT&T will waive $60 of that NRC,
                  making the cost $120. This TA has a shipping and handling fee of $14.95.
                  (offer to customers that are doing 2 to four lines)

                  Both of these waivers will be done when ordering the service for the customer in
                  eLOS.

                  Note: For the two line TA the customer will see $59.99 on their billing but a credit
                  of $59.99 on that same billing statement. For the four line TA the customer will
                  see the $180 on their bill and a credit for $60.

International     Only the customer’s Local, IntraLATA and Domestic Long Distance calls are
Rates             unlimited. The International calls will be billed at a low per minute rate, but there
                  is no additional MRC.

                  You'll notice that there are per minute rates that apply if the international number
                  called is a landline, and there is a Mobile Termination Charge. Make sure you
                  quote both rates to your customers. You'll also notice that there are different
                  rates for Softphone international calls, if your customer has a softphone, make
                  sure you provide all 4 rates. In addition, some cities within various countries
                  have different rates, for example Buenos Aires in Argentina has one rate, while
                  the rest of the country has another rate. Again, you'll need to quote all pertinent
                  rates to your customer.

                  When you look at the document in KR, you'll notice that the current rates are
                  listed within the document with links to the previous rates, make sure you are
                  looking at the correct rates depending on what your customer needs.
                  Let's go take a look at the rate chart, click the link below:

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                   International Rates – VoIP

                   Inform the students not to spend too much time looking over rates. Have them
                   look at the UK, Mexico and China Very important to stress that these rates
                   are temporary as they will increase at some point in the future. The key is
                   the international rates shouldn’t be the sole reason or focus in selling
                   CallVantage..

Advanced           Customers are impressed not only with the price of our CallVantage offers, but
Features           also with the Advanced Features, and most impressed with Do Not Disturb,
(Included in the   Locate Me and Conference Calling. Voicemail is normally an additional charge
MRC)               for landline service, but like many of our Advanced Features, it is included in the
                   MRC with our service. CallVantage Voice Mail does much more than the
                   traditional Voice Mail. This may be the most important portion of the training,
                   because these features are what make AT&T CallVantage Service so unique.

                   We will look at some screen shots of the AT&T CallVantage Service Homepage
                   to see what each feature will do, and also look at the KR documents that
                   describe these features. You will need to be prepared to describe what the
                   feature does, how it works and to answer questions that your customers may
                   ask.

                   Click here to see the AT&T CallVantage Service Homepage screen that we
                   looked at quickly earlier in the training. Remember this is the page where
                   customers will go, once service has been established, to manage their features.

                   Customers can access the AT&T CallVantage Service Homepage from their PC
                   or their data-enabled cellular phone.

                   Point of to the students that they will always have KR to reference when talking
                   to the customer. They do need to pay attention to all the feature information as
                   there may be questions in the assessment section on them.

AT&T               The following pages in this training will cover at a high level the Features that are
CallVantage        part of the AT&T CallVantage for Small Business offer. You will want to
Features /         bookmark the following page and refer to it once you are back at your desk and
Information        talking to the customer.
Resource
                   NOTE: The KR documents may reference AT&T CallVantage Local Plan. This
                   plan is for residential consumers only and not small business customers.

                   AT&T CallVantage Features

                   This links off to the KR documentation on Features

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AT&T              The AT&T CallVantage Service Homepage is the online tool used by customers
CallVantage       to manage their service account and features
Service
Homepage          Wherever there is an Internet connection customers can access the Homepage
                  website at http://www.callvantage.att.com

                  Customer can login and see a customized view of their service, interact with
                  features, modify service settings, or get assistance and tips

                  To protect the customer’s privacy they'll be asked to login each time they visit the
                  homepage.

                  You will learn in the eLOS course the importance of providing the customer their
                  temporary password and that the customer should write this down and not loose
                  it. If they do they will have to call back in and get a new temporary password.

Do Not Disturb    Now, let's turn to the Do Not Disturb feature. This feature when active,
                  immediately answers all calls to a customer's number and informs callers that the
                  customer does not want to be disturbed.

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                  The caller is presented with 2 options:

                      Leave a Voice Mail message or
                      Ring the customer anyway
                             o If a caller decides to ring the customer anyway, and the phone is
                                not answered, the caller will hear the customer's Voicemail greeting
                                and will have the ability to leave a Voicemail message
                             o
                  To activate and deactivate this feature the customer would click on Do Not
                  Disturb tab on the AT&T CallVantage Service Homepage. Click here to take a
                  look at the screen that will come up for the customer.




Locate Me         The next exciting AT&T CallVantage feature we're going to learn about is called
                  Locate Me.

                  This feature can be turned on when the customer is away from their AT&T
                  CallVantage phone but still needs to be reached. Calls placed to the AT&T


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                  CallVantage number can be forwarded to up to five different numbers. These
                  five numbers can ring all at the same time or the customer can have the system
                  try them one at time, until he or she is reached. The customer can even specify
                  specific telephone numbers for which Locate Me will work!

                  Click here to see the Locate Me page on the AT&T CallVantage Service
                  Homepage.




Voicemail         It lets a customer access voicemail through the phone, and also lets the
                  customer access, listen, and interact with messages from the AT&T CallVantage
                  Service Homepage.

                  Click here to see a screen print of the Voicemail screen on the AT&T
                  CallVantage Service Homepage.

                  There are some Voicemail settings the customer can change. On the screen you
                  just looked at, there was a button for Voicemail Settings click here to see the
                  screen that comes up with a customer clicks this button.


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Call Logs         Call Logs provide a handy reference of all incoming and outgoing calls made to
                  or from a customer's AT&T CallVantage Service phone over the past sixty days.

                  Click here to see a screen print of Call Logs screen available from the
                  customer's AT&T CallVantage Service Homepage.




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Click to Dial     On the Voicemail screen and the Call Logs screen on the AT&T CallVantage
and AnyWho        Service Homepage, you may have noticed a Click to Dial icon. The Click to Dial
Look Up           icon, allows customers to speed dial the telephone number that it is next to on
                  the menu. In addition to the Click to Dial icon, the name in the name column can
                  be clicked for a www.anywho.com look up.

                  Click here to see the Voicemail screen with the Click to Dial and AnyWho Look
                  Up fields highlighted.

                  Click here to see what is returned from the AnyWho Lookup function.




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Speed Dial        Allows a customer to set up single-digit shortcuts for the calls they make the
                  most, like on a cell phone.

                  Speed dial set up is available on the AT&T CallVantage Service Homepage. To
                  see an enlarged copy of the screen print, click the image.

                  To change a setting for a Call Vantage Speed Dial, the customer will click the
                  'Change Settings' button next to the individual speed dial. To see an enlarged
                  copy of the screen print, click the image.




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Control by        The Control By Phone is a command center that allows customer's access to a
Phone             variety of AT&T CallVantage Service features by calling in from any telephone.
                  Click here to see a screen print of the Control By Phone Set Up screen available
                  from the customer's AT&T CallVantage Service Homepage.

                  You saw on the screen print that the customer's Control By Phone phone number
                  is available on their website, there is also a list of these phone numbers in KR, in
                  case you ever need to provide the number to a customer.




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Phone Book       The Phone Book feature allows customers to organize names and numbers of
                 the people they call most. Customers can then use click to dial to reach them.
                 Phone book entries can also be imported from other applications or exported to a
                 .csv file on the customer's computer.

                 Click here to see a screen print of the Phone Book page on the AT&T
                 CallVantage Service Homepage.

                 Click here to see the Create Entry screen.

                 Click here to see the Import/Export screen.




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International     This feature is not included with CallVantage Service, but is available to
Block             customers without an additional MRC. This mean it does not automatically come
                  with AT&T CallVantage Service, if a customer wants to add it, they can... without
                  an additional MRC.

                  Customers can turn the International Block on or off from the AT&T CallVantage
                  Service Homepage by going to the More Features tab or, by going to the Account
                  Management and Settings link found at the top of the AT&T CallVantage Service
                  Homepage.

Safe Forward      Allows the customer to establish a Call Forwarding number that will automatically
Number            activate itself should the customer lose power, high speed connection, or the TA
                  is disconnected.

                  Click here to see the Safe Forward page, which is accessed by clicking the More
                  Features tab, then the Safe Forward Number link on the customer's AT&T
                  CallVantage Service Homepage. This can also be accessed by going to the
                  Account Management & Setting link.

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Record and        The next feature we're going to learn about is called Record & Send, this feature
Send              will allow customers to record a message and send it to up to 20 recipients either
                  immediately or at a later time.

                  Click here to see the Record & Send page available on the customer's AT&T
                  CallVantage Service Homepage. Once you've looked at the first screen print,
                  click here to see the page that will come up when the customer clicks the
                  Continue button.

                  Once a Record & Send message has been initiated, a detailed report will be
                  available for the customer to see the status of the message, click here to see
                  what the report will look like.

                  NOTE: Feature needs to be ordered at point of sale. If added after sale there
                  will be a Change Order Fee, which can be viewed in KR about this feature.




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Fax Modem         We learned earlier that most customers are able to send and receive faxes
Support           through their CallVantage line.

                  We're saying most customers, because even with this feature turned on, some
                  customers with bandwidth constraints still might not be able to send and receive
                  faxes with AT&T CallVantage Service.

                  There are some very specific steps a customer has to take to turn this feature on
                  and off, so make sure your customer fully understands. Some customers may
                  opt to order 2 lines, one line for voice and one line for fax to avoid following these
                  steps every time they fax.

                  Again, for customers sending/receiving faxes with CallVantage Service, the
                  Fax/Modem support feature must be turned on, which can be done by the
                  customer from their AT&T CallVantage Service Homepage by going to the
                  Account Management & Setting Link.

Multi-Line        Another feature that will became available in the July 2077 release is Multi-Line

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Hunting           Hunt Group (MLHG).
                  The Multi-line Hunt Group feature allows calls placed to the Hunt Number to be
                  forwarded to the first non-busy line among the lines that are designated Hunt
                  Group Members.
                  This feature is particularly useful for Small Business so that their incoming callers
                  do not reach a busy signal.
                  For complete details, please read the following document,
                  Call Hunting - VoIP.




Multi-Line        Make sure you can answer the questions below and "check" your answers by
Hunting           clicking the big red checkmark:
continued
                  Where will calls go if all numbers in a Hunt Group are busy?

                  If a number is part of a Hunt Group, can you make outbound calls from it?

                  If a number in a hunt group has Do Not Disturb turned on, how does it affect the
                  hunting feature?

                  Which common calling feature is not recommended for use with hunting?


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                                  Click Next above

                  When the participants read all the questions and answer them as a group or out
                  loud they click on the check mark and they get the following information:

                  Where will calls go if all numbers in a Hunt Group are busy?

                  If the Hunt Number and all Hunt Group Members are busy, the call will be
                  immediately directed to the voicemail account of the Hunt Number

                  If a number is part of a Hunt Group, can you make outbound calls from it?

                  This feature does not interact with or prevent users from making outbound calls
                  on the Hunt Number or Hunt Group Member lines

                  If a number in a hunt group has Do Not Disturb turned on, how does it affect the
                  hunting feature?

                  For hunting calls, Do Not Disturb will cause the line to be treated as busy. Calls
                  will not be sent to lines when Do Not Disturb is activated

                  Which common calling feature is not recommended for use with hunting?

                  Use of Call Waiting on a Hunt Number or Hunting Group Member line is not
                  recommended because such lines will appear available when they are actually in
                  use (Note: All new Small Business Customers will default to Call Waiting Off)

                                         Click Close to return to training

Standard          In addition to all the Advanced Features you just learned about, AT&T
Features          CallVantage Service also comes with some more traditional or standard features.
(Included in      The customer can see information about these features on AT&T CallVantage
MRC)              Service Homepage under the More Features tab. Below is a list of the standard
                  features that are also included with CallVantage Service, refer to Features
                  information in KR to explain these to your customer.

                  3-Way Calling - VoIP
                  Call Forwarding - VoIP
                  Call Waiting - VoIP
                  Caller ID with Name and Call Waiting ID – VoIP

Premium           The features that we've learned about so far have all been included with the
Features          MRC for the plan the customer has chosen.


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                   The next features we're going to learn about are premium features. They are
                   available to all AT&T CallVantage Service customers for an additional MRC.

                   These features include Call Filtering, Simple Reach Numbers, AT&T CallVantage
                   Plus and Multi-Line Voice Mail.

                   Click Next above to learn about the first one on the list, Call Filtering.

Call Filtering     Call Filtering will allow customers to either block calls completely or send them
                   directly to voice mail.

                   This feature is not included in the CallVantage MRC, if a customer wants to use
                   it, they will pay an additional 1.99 per month.

                   Click here to see the Call Filtering page available from the AT&T CallVantage
                   Service Homepage.




Conference         Conference Calling allows customers to set up conference calls for up to 10
Calling            callers.

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                  Click here to see the Conference Calling page on the AT&T CallVantage Service
                  Homepage.

                  While access to Conference Calling is included with the CallVantage MRC,
                  customers that use the service will be billed 35 cents for each minute the call is in
                  progress no matter how many participants are on the call.




Simple Reach      A simple reach number is an additional phone number that is associated with the
Numbers           customer's current AT&T CallVantage service. This is not an additional line, it is
                  simply an additional telephone number that can be used for incoming calls.

                  Let's say a customer is located in Texas, but does a lot of business in Miami,
                  Florida. The customer may want their contacts in Miami to be able to dial a local
                  number to reach them. They could get a Miami telephone number, so when their
                  contacts call; it is a local call for them.

                  Simple Reach Numbers are not included with the CallVantage MRC, each


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                   number is $4.99 a month.


AT&T               This feature is available to existing AT&T CallVantage customers for an
CallVantage        additional MRC, it cannot be ordered at the original point of sale. It allows a
Plus               customer to have up to 9 Additional Users on each line. An additional user will be
                   provided with the following:

                   Simple Reach Number        Voice Mail    Locate Me Settings

                   Phone Book                 Speed Dial    Do Not Disturb Settings

                   Call Logs

                   It could be a customer wants to keep a separate Call Log for each of their
                   employees. Or this would be an excellent solution for customers who want
                   separate Voicemail boxes for their employees.

                   The fee is $7.49 a month, per additional user; this includes the Simple Reach
                   Number and the additional features.


Multi-Line Voice With the July 2007 release will come the introduction of the Multi-Line Voice Mail
Mail (MLVM)      (aka Enhanced Voicemail is how we refer to it when talking to the customer)
                 feature for Small Business Customers.

                   The feature will allow for collection of voice mail messages from multiple
                   accounts--either Softphone, TA or CallVantage Plus accounts.

                   To read all about Multi-line Voice Mail, access the document,
                   Enhanced Voicemail- VoIP.




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Multi-Line Voice If you read the document carefully, you should be able to answer the following
Mail continued   questions:

                  What two "roles" do voicemail accounts play?

                  How does the customer manage the multi-line voice mail feature?

                  Will accounts "chain"?

                  On which logs do calls appear?

                  Compare your answers to those behind the door to the left. If needed, feel free
                  to go back re-read the document.


                  What two "roles" do voicemail accounts play?

                  Redirecting accounts--which redirect the voicemail messages


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                  Target accounts---which 'collect' the messages

                  How does the customer manage the multi-line voice mail feature?

                  To access the Enhanced Voicemail settings, visit the Enhanced Voicemail Page
                  from the AT&T CallVantage Web Portal

                  Will accounts "chain"?

                  No
                  On which logs do calls appear?

                  Incoming calls will appear in the Call Logs for the called number, not in the Call
                  Logs of the target number


Directory         Directory Assistance is available to AT&T CallVantage Service customers by
Assistance        dialing 411 or 1-411.

                  If the customer dials 1-NPA-555-1212 or NPA-555-1212 where NPA is domestic
                  or international-NANP, the call will be blocked, including 800-555-1212.

                  Customers will hear a network announcement indicating the call cannot be
                  completed.

                  412-555-1515 will also be blocked since this is the telephone number for AT&T's
                  international directory assistance.

                  The maximum number of directory assistance lookups per call is two.

Directory         New customers that enroll in AT&T CallVantage Service are given the following
Listings          white page directory listing options:

                      Standard
                      Non-Listed
                      Non-Published
                  Existing customers can change their existing directory listing option by going to
                  their AT&T CallVantage Service Homepage and clicking on the Account
                  Management & Settings link.

                  Customers are allowed a simple Yellow Page listing on their BTN. Customers
                  that have ads in the Yellow Pages will still work directly with the Yellow Page
                  provider as they do today.



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Yellow Page       Beginning with the July 2007 release, Small Business customers requesting a
Listing           New or Port order can elect to have a Yellow Page header added to their
                  account.

                  When ordering CallVantage for the customer you will type the word "SECURE"
                  in the Yellow Page Listing field in eLOS and advise the customer that someone
                  from AT&T Yellow Pages will call them when they begin gathering information for
                  the next Yellow Pages Directory to discuss the heading for their listing.

                  If the customer is in the Southeast Region a different process will be followed
                  that will be covered in another slide.

                  The customer must be advised that It could be several months before they are
                  contacted, as it is dependent on the next publishing date in their area.

Yellow Page       If the customer's TN is in the Southeast Region, you will need to access the SOE
Listings          (Sales Order Entry) resource homepage [following the directions shown below] to
continued         determine the header the customer wants to be listed under.

                  From the Small Business VoIP Homepage in KR:

                  Click on Metronet at the top of the screen

                  Click on SOE Service Page found under Common Links

                  Under Job Aids, click on the appropriate link-- Offline YPH BellSouth.

                  Once that is determined, you will enter the YPH code, a comma and the header
                  in the Yellow Page Listing field in eLOS. An example for BellSouth would be
                  "000020, Abdominal Supports".

Yellow Page       Regardless of the LEC, we can only provision a simple Yellow Pages listing for
Listings          the customers' BTN.
continued
                  If the customer wants to list their WTN or is requesting more than a simple listing-
                  -i.e., bolded, enlarged font, color or an ad--they will have to contact their local
                  Yellow Page Directory publisher.

                  Also, if the customer is getting a TN that is outside of the area for their address,
                  we cannot provide a white or yellow page listing for any of the TNs. This is
                  because the regional directory centers will reject the directory listing order if the
                  TN does not match the address.


Softphone         A softphone is a software application that downloads onto your PC in minutes

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                  and lets you make and receive phone calls through your computer, but without
                  the need for a telephone adapter.

                  A headset and microphone are required for the voice service. And a PC web
                  camera is required for video calling.

                  There are 2 plans that are offered, one includes 300 long distance minutes and
                  the other is unlimited. Small Business customers can only get a Softphone after
                  they've established TA based service.

                  This is where we want to point out to the students that they will not be selling
                  Softphone but the customer can sign up for it post CallVantage installation.

Softphone         The AT&T CallVantage Softphone is perfect for customers that want to use
Strategy          CallVantage Service from WiFi hotspots and for those that travel and don’t want
                  to carry along their TA. It is important to keep in mind though that when traveling,
                  all the same 911 rules apply to softphone customers as TA based customers.
                  We'll review these 911 rules in a little while.

                  AT&T CallVantage Softphone is also an innovative solution for an additional line
                  at a significantly reduced rate, loaded with unlimited domestic calling in the U.S.
                  and to Canada and Puerto Rico, low international rates and time saving features
                  for the Small Business customers.

The Offers        Let’s take a look at the Softphone offers that are available.
                  Click the link in below or Navigate in KR to:

                  Topic: VoIP
                  Category: Offers
                  Subcategory: Descriptions - VoIP
                  Document: AT&T CallVantage Softphone – VoIP

                  Take a couple of minutes to read the document.




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How to Order      Customers must sign up for CallVantage first and install the service. They can
                  then call back into the CallVantage Care Center to order this additional service or
                  they can order it online via the CallVantage Home Page.

                  We are providing you this information to present as a benefit to those customers
                  that might do a significant amount of traveling.

                  Point out to the students that through fact finding they can determine if the
                  customer does travel for their business and provide them this solution when they
                  are working out of another office or their hotel room.

Fulfillment       After an order is placed, a Fulfillment Package will be shipped to the customer.
                  The details about how it is shipped and the contents are found in KR.

                  The document is found through the link below or you can navigate in KR to:

                  Topic: VoIP
                  Category: Offers
                  Subcategory: Fulfillment Mailings
                  Document: Fulfillment Package – VoIP

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Inside Wire       We learned earlier when we reviewed the AT&T CallVantage Service Offer, that
                  the Telephone Adapter can only have one telephone connected to it for each
                  line. That telephone can be a cordless phone with multiple handsets.

                  Can the customer use their existing telephone jacks in their place of business?

                  Yes , via Inside Wire Availability with CallVantage Service. The customer can do
                  this themselves or they can contact a local electrician or phone equipment
                  vendor to go to their place of business and set the service up to work with the
                  existing jacks. There is an additional fee associated with this service, billed by
                  the contractor the customer has hired so be sure you completely inform
                  interested customers. The customer will also be in charge of scheduling of this
                  work and AT&T is not responsible for any fees and or work done by the vendor.

                  Click the link below to read about CallVantage Inside Wire.

                  Topic: VoIP
                  Category: General Contact Handling


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              Subcategory: General Information
              Document: Handling Inside Wire Requests and Inquiries - VoIP and Inside Wire
              Options – VoIP




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High Speed        The customer’s high-speed Internet connection must meet specific requirements.
Internet
Requirements      Let's read about the requirements in KR, click the link below, or navigate in KR
                  to:

                  Topic: VoIP
                  Category: Offers
                  Subcategory: System Requirements
                  Document: High-Speed Internet and Browser Requirements – VoIP




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Porting Existing We’ve already discussed the fact that some customers will be able to switch their
Numbers          existing telephone number to AT&T CallVantage Service, but there are other
                 customers who cannot.

                  To determine which customers will or will not be able to port their number, see
                  the following KR document:

                  Topic: VoIP
                  Category: LNP
                  Subcategory: General Information
                  Document: Numbers Eligible and Ineligible for Porting – VoIP




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Porting Existing There are three types of numbers that cannot be ported to AT&T CallVantage
Numbers          Service:
Continued
                 Numbers that have currently have DSL on the line cannot be ported.

                          Usually, DSL service requires an active POTS line for Internet
                             connectivity. If AT&T were to port a number with DSL, The DSL would
                             be disconnected, thereby disconnecting the broadband connection the
                             customer needs to use VoIP Service.
                  Numbers that are outside of the areas where AT&T has the equipment to provide
                  local service and new local numbers.

                  Numbers where AT&T cannot provide E-911 Service

                  Point out to the students that this page along with the previous page is very
                  important to remember and are part of the qualifying of the customer for AT&T
                  CallVantage Service.

911 Service       AT&T CallVantage service uses E-911, which, is most like the traditional 911
                  service we're all familar with, it sends the customer's name, address and

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                  telephone number to the 911 dispatcher along with the call.

                  Due to an FCC ruling, we can no longer provision service to customers that will
                  not receive E-911 service.

                  eLOS will determine if a customer is within the E-911 footprint. If they are not,
                  they cannot have CallVantage service.

911 Service       The differences from traditional 911 services are disclosed to each customer so
Continued         that they will be able to contact emergency services. All customers are required
                  to acknowledge that they understand the 911 service provided with AT&T
                  CallVantage Service before service can be established.

                  After an order is placed in eLOS, the customer will receive an email that will
                  provide information on how to acknowledge. It is very important we remind the
                  customer to acknowledge this email. If they do not, the order is cancelled after
                  10 days.

                  The KR documents that explain E-911 service as it pertains to AT&T CallVantage
                  customers can be found by clicking the link below or navigating in KR to:

                  Topic: VoIP
                  Category: Features and Services
                  Subcategory: Descriptions
                  Document: E-911 – VoIP




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Intercept         Since we cannot provide service to customer's where E-911 is not available and
Message           because customer's may move their TA to a new location, everytime a
                  customer's TA loses power they will hear an intercept message upon trying to
                  complete their first call after power is restored. The purpose of this message is
                  to ensure that we have the correct address on file for the customer and that the
                  address has E-911 service.

                  There is a KR document that fully explains the intercept message, it can be found
                  by clicking the links below or navigating in KR to:

                  Topic: VoIP
                  Category: General Contact Handling
                  Subcategory: Service Call Handling
                  Document: Address Confirmation Intercept Message – VoIP




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Billing            With other AT&T services, we offer Online Billing, but it may not be required that
                   a customer use Online Billing. With AT&T CallVantage Service, Online Billing is
                   required. There is only one Billing Option available, Online Billing. And there is
                   only one Payment Option available, Automatic Bill Payment with a credit card.

                   Billing commences 5 days after the shipping of the TA or when customer
                   activates the service, whichever comes first.

                   Use the following KR document to learn the details of Online Billing with
                   CallVantage Service.

                   Topic: VoIP
                   Category: Billing and Payments
                   Subcategory: General Billing Issues
                   Document: Online Billing – VoIP




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Subscriber        We expect our customers to be satisfied with our service and to continue to enjoy
Agreement         the benefits. Like most other VoIP providers, a Deactivation Fee may apply to
                  customers when they disconnect their service, if they don't return the equipment
                  we provided to them. This information, along with other disclosures are
                  communicated to the customer through the Subscriber Agreement.

                  A summary of our Subscriber Agreement can be found in KR.

                  Find this document by clicking the link below or navigating in KR to:

                  Topic: VoIP
                  Category: Offer
                  Subcategory: General Information
                  Document: Subscriber Agreement – VoIP




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What’s Not        The following are not supported in AT&T Callvantage Service:
Supported                 900 numbers
                          976 numbers
                          The following N11 numbers:
                          211
                          611
                          711
                          Operator Services (e.g. 0, 0+, 00-, International operators)
                          Directory Assistance via NPA-555-1212
                          Centralized International Directory Assistance (CIDA -412-555-1515)
                          Dial around to other LD carriers (e.g., 10-10 numbers)
                          Inbound collect or third party calls (Outbound collect calls can be made
                            using an 800#, i.e., 1-800-CALLATT)

Selling AT&T      Now that you've learned about the AT&T CallVantage Service, we're going to
Call Vantage      move into how to sell the service. You should also review the CPNI Processes
Service           that relate to the selling of the service.

                  In KR, a Sales Call Guide has been created for you. You'll follow this Call Guide
                  every time you have an opportunity to sell CallVantage.

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                  Click the link or navigate in KR to:

                  Topic: Call Flows
                  Category: AT&T CallVantage
                  Document: AT&T CallVantage Call Guide for Small Business – VoIP

                  Remain on this page as your instructor walks you through the Call Guide.




Call Handling    There are additional teams that support CallVantage for Small Business.
and
Responsibilities The Order Management (NMM - Indianapolis) Associates, care for order fallout,
                 orders that have errors, and customers porting from CLECs.

                  In addition to you, AT&T's CallVantage Sales Associates, we also have
                  Customer Service Associates (NMM - Indianapolis), and Repair and
                  Maintenance (Sacramento) Associates.

                  Let’s go look at a responsibility matrix in KR that will show you your
                  responsibilities and the responsibilities for the R&M group.


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                   Click the link below to review the responsibility matrix. This matrix is a great
                   resource because it also provides links and procedures for the items that are
                   your responsibility.

                   Topic: VoIP
                   Category: General Contact Handling
                   Subcategory: Service Call Handling
                   Document: Call Handling and Responsibility Matrix – VoIP




Call Handling      If a customer has 5 lines or more and is interested in VOIP service then you will
and                warm transfer the customer based upon where they are located to find out more
Responsibilities   about the Voice DNA service.
/ Customers
with 5 Lines or    West Region: PCS Center / 877-247-7731
More
                   Midwest Region: Beth Gregule / 847-248-1341

                   East Region: 800-448-1008 or 877-812-8002



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                  Southwest Region: SSRC Center / 800-273-1089

                  Southeast Region:

                  Alabama/Louisiana/Mississippi: Ken Luke / 205-968-5005
                  Florida: Patti Gonzales / 954-838-1936

                  Georgia: Nick Sfakianos / 404-495-4065

                  North Carolina/South Carolina: Chris Martin / 704-733-1548

                  Kentucky/Tennessee: David Taylor / 615-401-4032

Assessment        Please click the Start button below to begin the assessment.
                  Once you have completed the assessment, you will be able to review the
                  assessment by clicking the Review button.
                  After submitting the assessment, please do not click the 'x' to close the course
                  window. This will ensure proper tracking of course completion.

Q1 / MRC          What is the MRC AT&T CallVantage@ for Small Business - 1 Line Unlimited
                  Plan for a customer that is not ordering AT&T DSL?

                  Choices:

                     a)   $50.00
                     b)   $45.00
                     c)   $40.00
                     d)   $35.00

                  Answer is A

Q2 / High Speed Which of the following high speed connection types is eligible for AT&T
Internet        CallVantage Service?

                  Choices are:
                    a) 1-Way Cable Modem
                    b) 2-Way Cable Modem
                    c) Satellite Connection

                  Answer is B

Q3 / Porting      Which of the following high speed connections is eligible for AT&T CallVantage
Eligibility       service, but NOT for porting and existing number?

                  Choices are:

    AT&T Proprietary – Used by permission for Kevin Diehl Portfolio only.           53
    Revised: 12/20/2010
                                    AT&T CallVantage Service for Small Business
                        BSN020 – AT&T CallVantage(SM) Training for the New AT&T
                                                                 Facilitator Guide

                      a)   1-Way Cable Modem
                      b)   2-Way Cable Modem
                      c)   DSL
                      d)   Satellite Connection

                   Answer is D

Q4 / The Offer     Which of the following is NOT included in any of the AT&T CallVantage offers?

                   Choices are:
                     a) Unlimited Local Calling
                     b) Unlimited Nationwide
                     c) Unlimited International Calling

                   Answer is C

Q5 / Billing       When does billing for AT&T CallVantage Service start?

                   Choices are:
                     a) As soon as the customer orders the service
                     b) 5 days after the Telephone Adaptor is shipped or upon activation, which
                         ever occurs first.
                     c) 1-2 days after the customer starts using the service

                   Answer is B

Q6 / Phone         How many entries can a CallVantage Phone Book hold?
Book
                   Choices are:
                     a) 250
                     b) 300
                     c) 350
                     d) 400

                   Answer is A

Q7 / Call Logs     True or False: Click to Dial is available from the Call Logs portion of the AT&T
                   CallVantage Service Homepage?

                   Answer is A True

Q8 / Credit Card Which of the following is NOT a valid payment option for CallVantage?
Options
                 Choices are:
                   a) Diners Club

     AT&T Proprietary – Used by permission for Kevin Diehl Portfolio only.           54
     Revised: 12/20/2010
                                   AT&T CallVantage Service for Small Business
                       BSN020 – AT&T CallVantage(SM) Training for the New AT&T
                                                                Facilitator Guide

                     b) Master Card
                     c) American Express

                  Answer is A

Q9 / Softphone    Which of the following is the correct MRC for Softphone 300 minute plan?
MRC
                  Choices are:
                    a) 4.99
                    b) 7.49
                    c) 6.99
                    d) 7.99

                  Answer is B




    AT&T Proprietary – Used by permission for Kevin Diehl Portfolio only.        55
    Revised: 12/20/2010

				
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