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AT&T Office@Hand Professional Services

AT&T offers 3 types of Office@Hand Professional Services:

Express Installation
Express Installation Plus
Statement of Work-based Installation

Express Installation

Express Installation is for new (not existing) customers with a single site and up to 20 devices or users. Express Installation consists of Professional Services remotely performing Administrator and End User setup. Any customer that has received Express Installation is not eligible for Express Installation at any subsequent location. All communication for Express Installation will be done via email.
End User setup includes the following:

Creating new Users using Office@Hand Administrator portal
Issuing a Username and password
Activating the required User calling features
Administration setup in the Office@Hand Administrator portal
- Setup of phones, call groups, Administrators, and an Auto Attendant
- Providing porting support
- Equipment programming
Excludes Bring Your Own Device (BYOD) equipment

Any remote provisioning support beyond the description above will be billed at service guide rates.

Express Installation Plus

Express Installation Plus is for new (not existing) customers with a single site. Express Installation consists of Professional Services performing Administrator and End User setup and 4 hours of onsite technician support. Any customer that has received Express Installation, Express Installation Plus, or Statement of Work-Based Installation is not eligible. Except for the onsite technician, all communication will be performed by email.
End User setup includes the following:

Creating new Users using Office@Hand Administrator portal
Issuing a Username and password
Activating the required User calling features
Administration setup in the Office@Hand Administrator portal
- Setup of phones, call groups, Administrators, and an Auto Attendant
- Providing porting support
- Equipment Programming
Up to 4 hours onsite technician work that can include equipment setup, test, and turnup support
Any onsite support exceeding 4 hours will be billed at service guide rates.

Statement of Work-Based Installation

The remainder of this article relates to statement of work-based Office@Hand Professional Services

Project Coordination & Scheduling

Assign a designated Resource to work with client (customer contact or Global Project Manager) throughout the implementation and provide status as required via email.
Alignment of scope of services with customer expectations during Kickoff meeting (conference call).
Provide customer a copy of the Office@Hand user template, customer will be responsible for providing the minimum data set prior to customer kick off call. Minimum data set includes:
- User First Name/Last Name
- User Extension
- User Email Address
- Direct Number (DID)
- Phone Make/Model (If BYOD)
- Serial/MAC Address (If BYOD)
- Ship to: Address/City/St./Zip/ Country
- User Language
- Time Zone
Send proper documentation to customer regarding network configuration.
Send, review, and explain Network Assessment Test.
Initiate and Lead customer kick off call.
Provide project status as needed via email.
Weekly status conference calls are NOT part of the standard Office@Hand Pro Service Offer. Weekly status conference calls can be accommodated for an additional fee for multi-state large seat count projects via custom quote. Unless your scope of work specifies weekly status calls, it is not included.
Check the customer’s account to ensure it has been activated.
Confirm equipment from order submission to delivery on customer site.
Review account details with customer, validate number of users being created.
Verify if any porting is taking place.
AT&T Project Coordinator will schedule the installation(s) with the customer, if install option is purchased.
Customer and AT&T will mutually agree to the Project Timeline (if applicable).
Ensure programmer availability for day of Test and Turn-up.
Develop with Customer an AT&T Office@Hand Application Design Document (“OADD”), receive Customer’s approval of same, and implement then OADD. The document will include:
- Customer Site information
- User Information
- Porting Data
- Call Flows
- Roles and Permissions
- Test & Turn-Up Plan
Conduct Site Readiness Interview with customer or IT contact.

Portal design and programming (if purchased)

Conduct design session with customer (if not completed during kick-off call).
Identify Custom Requirements.
Identify specific company Telephone number requirements:
- porting
- call forwarding
- existing telephone numbers
- any existing toll-free numbers
Auto Receptionist, up to 1 is included. Additional programming would be at a Time and material rate.
Assist in defining call flows.
Build new users in Office@Hand Administrator portal.
Configure customer extensions (phone and ATA’s)
- User’s voicemail
- Dialing Restrictions (COS)
- Hunt groups
- Calling features
- Schedules
Provide download link and first-time setup instructions for Desktop app.
Provide link for mobile user guide.

On-site Equipment Installation (if purchased)

New Phones purchased through AT&T Office@Hand – Unboxing, assembly, placement and patching phone to wall jack. Confirm phones register to the network and place test calls. Assumes network cabling already in place.
Existing/Bring your own devices (BYOD) – Must be approved to work on the Office@Hand platform. Reconfiguration of existing phone to work on Office@Hand platform. Assumes phones are already placed at final destination. Confirm phones register to the network and place test calls.
Installation of new Analog Terminal Adapters (ATA) purchased through the AT&T Office@Hand offering.

Port request submission (if required)

Gather required documentation from customer to be able to submit port request.

Porting Requirements/Information:
- Only ACTIVE numbers can be ported.
- Customer should provide latest bill for porting. Bill must be current within 30 days of request date.
- There should be no open orders with your current service provider.
- Office at Hand phones should have already been received or BYOD/soft phones are being used.
- Customer should provide current service BAN (billing account number.)
- Customer should provide EXACT authorized user name on account.
  Customer should provide EXACT service address (if not on bill.)
- Customer should provide password/PIN (if applicable.)
- CSR (Customer Service Record) can be obtained from the current provider if needed. It must be current within 30 days of request date.
- Submit separate port request for each individual account with your current provider.
  - Submit port request for Toll Free Numbers (require a separate port request)
- Port request date is NOT official until confirmed by losing carrier.
- Ensure port request has been accepted and due date provided.
- FOC (Firm Order Commitment.) It is the date the losing carrier agrees to release phone numbers.
- Numbers can port anytime AFTER 8 AM PT on the approved FOC date.
- Incoming numbers automatically replace temporary numbers on OAH account (if they were specified during the port request process.)
- Port date must be within 30 days of original request date (cannot request a port date 3 months away).
- Submit port request via the AT&T Office@Hand portal.
Post Test and Turn-up follow up with customer
- Place test calls.
- Communicate with customer to ensure all devices are working properly.

Customer Responsibilities

Customer is responsible for activating AT&T Office@Hand account prior to kick off call.
Customer shall designate a customer employee or representative to act as its primary contact throughout the implementation. Customer contact shall be available during Standard Business Hours.
Designate a back-up to the Customer Project Manager who has the same authority as the Customer Project Manager in the absence of the Customer Project Manager.
For each Site to be deployed, Customer must provide the name, telephone number, address, and email address of the Company employee who will serve as the primary Local Site Contact. The Local Site Contact will be AT&T’s primary contact at that Site and will have responsibility for providing Customer response to any Site-specific issues and will serve as the Site-specific Customer contact for such areas as equipment delivery confirmation.
Customer provided in-house wiring must meet, at a minimum, the specifications for Category-5 cabling. Failure to meet this requirement at the time of Equipment Installation will constitute a Customer Not Ready occurrence and could result in additional billing.
Customer must provide all information needed to complete call flows, call coverage, hunt groups, contact center and voice mail detail.
Customer must identify station equipment placement; any rack or cabinet layouts; Circuit Demarcation Points and specifications; telephony interface requirements and specifications; and system and station features.
Customer must complete all Site preparation activities including, but not limited to, power, station cabling, core drilling, ventilation, proper environmental conditions as per the Equipment manufacturer’s specifications and the installation of Equipment racks.
Customer must provide all station cabling unless contracted through AT&T
Customer must provide authorized personnel at each Local Site who can work with AT&T during any Site Survey, Network Assessment, Equipment Installation, Equipment Test and Turn-up, and connectivity testing.
Customer must provide access, escorts and/or badges for all AT&T employees or contractors who require such for access to Customer buildings or areas.
The installation and testing of Customer-provided data and voice Circuits prior to the scheduled Site Installation date.
Customer must ensure that Circuit Demarcation Points are clearly identified.
Customer must ensure the appropriate Customer personnel will be available during all implementation, design and planning phases.
Customer will provide Network and System Administrators on an as-needed basis for solution integration, remediation, and knowledge transfer purposes.
Customer network should be up and operational ready for AT&T Office@Hand Equipment installation and activation.
Customer must ensure all Legacy Equipment related to this deployment will be operational and satisfies the requirements for this project. Customer assumes responsibility for faulty or damaged equipment and any failure or delay that may be caused by such faulty or damaged Legacy Equipment.
If the Customer has a Legacy Network, Customer must ensure that all necessary updates are completed on the configurations of those devices to ensure proper connectivity to the Service.
Customer shall ensure access during Standard Business Hours to the extent necessary under this AT&T Office@Hand work Order.
Customer’s failure to meet these conditions, either due to its own actions or the actions of any Customer contractor, agent or representative, may constitute Customer Not Ready conditions and could result in additional billing.
Customer responsible for their own Network configurations and remediation
If Porting, must meet all requirements listed in the Port request section.

Additional Professional Services Offered (for additional Fee)

Site Survey:

The AT&T resource will meet with the customer contact at the customer site to assess the location, and verify it meets the minimum requirements for Office @ Hand solution.
Complete survey document using a standard template to include the following:
- Document rack space.
- Document power.
- Document cabling.
- Document incoming circuits (if labeled).
- Document existing LAN/WAN equipment (make, model, PoE capability, occupied ports, open ports, etc.).
- Document current software/firmware version; (if applicable).
- AT&T will use standard template If the Customer requires a specific format for survey, details of that format must be provided to ABFS to properly quote time required for creating the custom deliverable.
If minimum requirements for Office@Hand are not met AT&T can provide recommended solution
AT&T can provide quote for necessary, work to be performed at an additional cost
- Non- Complex Cabling
- Complex Remediation

SIP Paging Adaptor Install

AT&T will assign resource to install and configure SIP Paging Adapter & Scheduler with a SIP Interface to connect Office@Hand to paging zones on customer premise.
AT&T scope only includes installation/configuration of SIP Paging Adapter, any parts and materials required would be billed separately on as needed bases, i.e., cable pigtails/miscellaneous materials/additional equipment.
The resources will work with the Management Team of the Office@Hand solution for final configurations and tweaking.
General Assumptions:
Assumes that CAT5 or greater is already in place and properly terminated.
Assumes that AC power is available: Power for Systems Engineers’ laptops, new equipment, etc.
The customer will provide an internal resource (IT) to coordinate with the AT&T Tech about network and site details.
Customer responsibilities:
Customer will provide applicable or approved location to place the new equipment, space will be mutually agreed to by customer and AT&T.
Customer is responsible for all Interduct conduit placements, LAN cabling, LAN cable labeling and ensures that all cables come into the equipment closet/ server space. Customer will terminate these cables with RJ45 connections.
The customer will be responsible configuration of LAN equipment (Along with all IP address assignments for new equipment) as required.
The current customer LAN is 100% operational and it is free of routing and Layer 2 issues, therefore no troubleshooting will be required.
If any LAN/WAN issues are found during the test and turn up of the new equipment, the troubleshooting will be charged separately.
All environmental conditions (e.g., power, air conditioning, rack, and floor space) are either currently available or will be provided by customer.

Remote End User Training

Session will be up to 1.5 hours and up to 20 individual per session
Training will focus on the following:
- Phone features – Phone controls, transferring calls, conference calls
- Phone settings – Call, message, and personal settings
- Voicemail – Setup, displaying, recording greetings
- O@H Desktop App & Mobile App
- Quick reference handout

Assumptions:

All training will be completed remotely via MS Teams
All training will be done during normal business hours Monday through Friday 8 AM – 5 PM
The End User Training sessions will be a knowledge transfer of the customer’s Office@Hand devices

Switch Install

AT&T will rack mount and remotely configure customer provided network PoE switch to support Office@Hand stations.