NUS Computer Centre
BOSS Business Operations Support System
Service Admin & Bill Admin Training
Agenda
• Overview of BOSS• Roles of BOSS Users• BOSS Products and Services• Price Plan• Request Workflow• Billing • Scenarios• Preparation• FAQ
Overview of BOSS Automate & streamline inter-departmental cost allocation of
services offered by NUS – Computer Centre Online Submission of requests by Service Admin, Verification by
Bill Admin & Approval by Department Head or Managers Facilitate the Operators to monitor & execute requests Online Email notifications, reminders to Service Admin, Bill Admin &
Approvers for effective monitoring of requests Provide detailed monthly billing to departments Facilitate Bill Admin to review, re-distribute & allocate the
expenses to the respective WBS, GL Code & Account Nos. Provide data for OFN to charge NUS departments
Roles of BOSS UsersSERVICE ADMIN Create and Submit Product / Service requests
Manage inventory of all IPTel and other productsLiaison between Department and BOSS Operator
BILL ADMIN Create and Manage dept BOSS accountVerify the Account No, WBS & GL Code of requestsVerify the Monthly Bills from the BOSS system ** Same staff can be both Service and Bill Admin
APPROVER Approve/Reject requests made by Service Admin and verified by Bill admin
Should be Senior AO or higher position
OPERATOR Verify and execute requests submitted by Service Admins upon approval
Manage departmental users in the system– Service/Bill Admins and Approvers
Resolve billing disputes
BOSS DefinitionsPRODUCT (Request)
Any item that is new to the dept e.g. new phone, new extension, new feature in a phone Charges are mandatory Some may incur monthly subscription charges Product Requests require Bill Admin verification and Approver
SERVICE (Request)
Any change to an existing subscribed Product e.g. display name, termination, assignment Service Requests does not require verification and Approver Charges may be waived by Operator
PACKAGE Combination of two or more Products
BOSS DefinitionsPRODUCT / SERVICE CODECat-type-descIPT-H-7940
IPT/OTH – IPTel or others H (Hardware) A (Application) S (Service) P (Product) Specific description
SERVICE NO.2006-5000019-012006-5000019-02
Identification of the specific service offered by Computer Centre e.g. IP Phone, DID extension, service request Two parts – Primary number & secondary number
SERVICE NO. / BILLING DESCRIPTION
Details of the service subscribed to e.g. name of staff, extension #
Also used in bills
BOSS DefinitionsEXTENSION DID number that can be added to a phone or to multiple
phones (i.e. shared) Can be assigned to only one staff Separate entity from IP Phones The “Primary” extension is IPT-P-DIDEXTN (subscription $1)
Can be assigned to user (displayed in Campus Directory) Provide voice mail feature
The Shared extension is IPT-P-SHAREDEXTN (no subscription) Can be assigned to user (displayed in Campus Directory) No voice mail feature Each IPT-P-SHAREDEXTN depends on a IPT-P-DIDEXTN
“Easy-to-remember” numbers (e.g. 3030, 5554) for dept use can be requested from CC via email to [email protected]
Extension / Feature Relationship
IP Phone
ExtensionIPT-P-DIDEXTN
Staff ID + PIN
NUS IDD
Voice Mail
ASSIGNMENT
IP Phone
ExtensionIPT-P-SHAREDEXTN
Staff ID + PIN
NUS IDD
IP Phone
ExtensionIPT-P-SHAREDEXTN
Staff ID + PIN
NUS IDD
ASSIGNMENTASSIGNMENT
GRANTGRANTGRANT
NNNNNNNNNNNN
Product/Service Relationship S/N Product Applicable Service
1 IPT-H-7940IPT-H-7960IPT-H-7936IPT-H-7914IPT-H-ATAIPT-A-IPCOMM
IPT-S-CALLFWDIPT-S-DISPLAYNAMEIPT-S-REPFPHONEIPT-S-TERMINATION
2. IPT-P-DIDEXTN IPT-S-OUTCALLBLKIPT-S-REASSIGNUSERIPT-S-UNASSIGNUSERIPT-S-VOICEMAILIPT-S-TERMINATION
3. IPT-P-SHAREDEXTN IPT-S-REASSIGNUSERIPT-S-UNASSIGNUSERIPT-S-TERMINATION
4. IPT-P-CALLPICKUPGRP IPT-S-CALLPICKUPGRPIPT-S-TERMINATION
S/N Product Applicable Service
5. IPT-P-HUNTGRP IPT-S-HUNTGRPIPT-S-TERMINATION
6. IPT-P-DIRIDD IPT-S-UNASSIGNUSERIPT-S-REASSIGNUSERIPT-S-TERMINATION
7. IPT-P-INTERCOM IPT-S-INTERCOMIPT-S-TERMINATION
8. IPT-P-IVRPORT IPT-S-IVRPORTIPT-S-TERMINATION
Product/Service Relationship
Policies
1. Follow NUS IPTel Display Name guidelines
2. All IPTel equipment has a minimum subscription term of 24 months (except those on Short Term Subscription Plan) – • Cisco 7940 IP Phone• Cisco 7960 IP Phone• Cisco 7936 IP Conference Station• Cisco 7914 Expansion Module• Cisco ATA 188• IP IVR Port
3. ATAs are not assigned to specific staff and are not given voice mail features. Users of ATAs are not listed in Campus Directory.
4. IDD Access is granted according to STAFF NUMBER and not to Extension (BOSS Self-Service)
Price Plan
To view the details of
•Product information•Price Table •Terms and conditions
of subscription of services from the Computer Centre can be found in
http://iptel.nus.edu.sg
BOSS Product Request Work Flow
ServiceAdmin Bill
Admin
Approver
Operator
EM
AIL
TR
IGG
ER
Service Admin Creates the BOSS
request & submits to the Bill Admin
Bill Admin Verifies the
Account Code & GL Code & submits to the
Approver
Bill Admin is allowed to use either the Task List
or the email notification hyperlink to view the
request
EMAIL TRIGGER
Approver is allowed to use either the Task List
or the email notification hyperlink to view the
request
Rejected
Approved
EMAIL TRIGGER will be sent to both
Service Admin & list of Operators
Task List is removed for
the Bill Admin & a new task is created for the
Approver
EMAIL TRIGGER will be sent to only Service Admin &
Task will be deleted
EMAIL TRIGGER will be sent to Service Admin when the task
is closed
Task will be cleared
Step 1 Step 2
Step 3
Step 4Step 5
Billing Schedule
1 June
SAMPLE Bill will be sent to every Bill Admin
for verification
NO amount will be deducted from the
department
1 July
Usage-only Bill Amount will be
deducted from the respective department
WBS using OFN interface
Only local/IDD call charges
amount will be billed to
department
1 Aug
BOSS system will generate the bills from 1st June 2006 & Bill Admins will be notified through email. Bill Admin to view the bill by clicking on the Hyperlink.
Usage will be billed
New products added during this period will be prorated.
Full Bill
1. Local/IDD call charges for July 2006
2. Prorated subscription & one-time charges for Products applied in July 2006
3. Advance subscription charges for all products used by department
1 Sep
Same as Aug Bill
Billing ExampleExample –
Department with 50 IP Phones and 45 extensions as at 30 June(Incl. request for one new IP Phone with new extension on 15 June)
- Bill on July only include call charges incurred during June by all extensions
- Requests for one new IP Phone with new extension on 5 July
- Requests for one new IP Phone sharing existing extension on 21 July
- Bill on 1 Aug will include:
Call Charges incurred by all extensions for the month of July
Subscription charges of 52 IP Phones and 46 extensions (52 x $12.50 + 46 x $1) for the month of August
One-time charges for two new Phones (2 x $67)
Prorated subscription for first new IP Phone/Ext (1 x $13.50 x 25/30) and second new IP Phone (1 x $12.50 x 9/30)
Billing Disputes
BOSS System notifies Bill Admin of new bill on 1st day of month
EM
AIL
TR
IGG
ER
Dispute
Bill Admin follows hyperlink to view
and download/print bill for verification
and filing
No Dispute
BOSS System sends data to OFN for deduction on 7th day of the month
Bill Admin indicate disputed item online while viewing bill
EM
AIL
TR
IGG
EROperator
BOSS Operator investigate and resolve dispute
BOSS Operator to credit disputed amount to
department; system to deducted credited amount
from next month’s bill
BillAdmin
BOSS System Walk-thru
To Launch the BOSS application, either
Go to the IPTel Web Portal
Customer Service->E-services->BOSS
Or
Enter URL https://iptel.nus.edu.sg/boss/
-> Note that you can only access the BOSS system after logging into the NUS network
ScenariosExample 1: Request for new Account Number and assigning Phones to new Account Number
Step 1. Request for new Account Number (no Approver required)
Step 2. Assign WBS to Account Number (self-service)
Step 3. Assign Services to Account Number (self-service)
Example 2: Request for new Cisco 7940 IP Phone and new Extension Number
Step 1. Request for IPT-PKG-7940 (IPT-H-7940 and IPT-P-DIDEXTN) – select an “Entity Phone” if staff number is not available; re-assign later
Step 2. Submit to Bill Admin
Step 3. Submit to Approver
ScenariosExample 3: Request for new IP Phone but using an existing Extension (may already been shared)
Step 1. Request for new package Cisco 7940 IP Phone and Shared Extension (IPT-H-7940SHARED)
Step 2. Enter the extension number in the next page
Example 4: Adding a new Shared Extension to an existing IP Phone
Step 1. Request for new IPT-P-SHAREDEXTN
Step 2. Specify “Add to Existing Service” and select Service No. of the existing IP Phone (IPT-H-7940) where the extension is to be added
Step 3. Enter the extension number in the next page
Example 5: Changing ownership of an Cisco 7960 Boss Phone
Step 1. Service Request – Terminate Direct IDD (if applicable)
Step 2. Service Request – Terminate “Private Extn” (if applicable)
Step 3. Un-assign or Re-assign “Public Extn” (select the Service No. with IPT-P-DIDEXTN)
Scenarios
Example 6: Transfering IP Phone between depts
Step 1. Miscellaneous Request – OTH-MISC
Specify Service No. , Receiving Dept. and effective date in the Remarks
BOSS Issue Escalation
Contact for the BOSS Operator
- Tel # 6516 7440
- Email: [email protected]
Email notification will be sent out prior to general launch
Please brief your department colleagues esp. Approvers of the new system
Role of ITCare
For Users
• Faults and Usage issues
• Phone Breakdown
• Network & Power point provisioning
Preparation for Launch
1. Service/Bill admins login to the BOSS system & ensure that you have the right access permission
2. Verify with department BOSS list (Service Admins, Bill Admins, Approvers) confirm that they can logon to the application.
3. Perform all neccessary bill set up (Request A/C, Assign WBS, Assign Phones to A/C, Change A/C Description)
4. From 17 July, check the IPTel inventory of your department –
> Product Enquiry> Extension Enquiry> BOSS Users Enquiry
Please perform the above by 21 July. The next bill will be sent on 23 July for final verification.
FAQQ1. If there is a change in Service/Bill Admins and Approvers, who do I inform?
Q2. After I have sent a request am I able to reroute the request to another Bill Admin/Approver?
Q3. Can I cancel/resubmit a request after sending it?
Q4. How will CC bill organisations which does not have a WBS with OFN?
Q5. Can I terminate an IP phone subscription within two years? If so, how will the dept be charged?
Q6. How will Campus Directory be updated? Does the Phone/Service Admin need to update it manually?
Q7. Is every request for product/service routed to a Bill Admin / Approver?
Q8. Can the Service Admin grant IDD access without submitting a request?
Q9. My dept is very small and the only Approver may not be around when I submit a request. Can the system bypass the need for an Approver?
Q10. What are “Visitor Smartcards” and who requires these?
Thank You
BOSS Products / ServicesIPTel ProductsIPTel Products
• IP Phones (7940/7960)• IP Communicator• IP Conference Station (7936)• IP Phone Exp Mod (7914)• ATA 188 Analog Adaptor• DID Extension• IP IVR Ports• Add Direct IDD• Add Call Pickup Group• Add Hunting Line• Add Intercom
IPTel ServicesIPTel Services
• Removal of Direct IDD • Deactivate - Voice Mail• Change Shared Line set up• Change Conditional Call Forwarding• Change of Extn Assignment• Change of Display Name• Change to Block Outgoing External Calls• Replacement of IP Phone/ATA/ Power adaptor• Change Call Pickup Group setup• Change Boss/Secretary intercom• Change Hunting Line set up• Termination of equipment/feature
Miscellaneous ProductsMiscellaneous Products
• NUS Temp Card • Internet Bandwidth• Software Product License• Phone Wiring
Continue to use the current method to request for network and power points via iptel.nus.edu.sg or www.nus.edu.sg/comcen/itcare/forms.htm