Prorated charges on your first bill:

TPx bills your service charges one month in advance. Your first bill will be larger than a normal bill as it includes service charges from the first day you start service with TPx through the end of the following month.

The prorated charges begin on the day you started service with TPx and the charge is listed separate on the invoice. If your installation is complete, your future invoices from TPx will NOT include prorated charges and will reflect a normal one- month service charge except in the case where new services have been added.

The post About Your Bill appeared first on TPx Communications.

Download the TPx Customer Portal Guide or view articles below for more details.

The post TPx Customer Portal Guide appeared first on TPx Communications.

Solutions Architects

We believe it’s critical that you have the upfront resources to define the right services in the right quantities to meet your unique business needs.  Our Solutions Architects are responsible for working with you to create a unique mix of products and services that works best for your business.

Project Managers

Trying to find the right contact can be frustrating. That’s why TPx assigns you a dedicated project manager. The Project Manager will be your single point of contact to communicate with you and various TPx teams. Their role is to keep all parts of the service implementation project organized, communicated and running according to plan. The Project Manager will set times and dates for meetings, maintain schedule and coordinate your service implementation facilitate discussions between you and the Technical Provisioning Specialists

Technical Provisioning Specialists

We know that upgrading a system or implementing new services is a complex undertaking that you don’t do very often. That’s why we’ll assign dedicated specialists for the management of the onboarding and installation of your services. Our Specialists typically have more than 10 years of experience (many have more than 20!), and they’ll use that experience to ensure your transition is smooth and uneventful.

Access Engineer 

• The Access Engineering team works with TPx underlying telecommunications providers to process, design and install access services (TPx provided Ethernet Transport, Fixed Wireless Managed High Speed Internet Access & MPLS) to our customers. We are responsible for order management and securing key milestone dates—including firm order confirmation, any applicable construction timelines and circuit delivery date. In collaboration with our providers and internal partners, we provide support in facilitating access solutions and successful installation of services

Voice Specialist

• Your assigned voice specialists is responsible for the timely and accurate configuration of your voice services including UCx and SmartVoice services. The Voice Specialist will partner with you and your assigned project manager to gather the necessary information to successful install your voice services. Your voice specialist is the technical expert for any questions related to your voice installation

MSx Specialist

• The MSx Provisioning Specialist will provide first level engineering tasks for provisioning. They will be able to support those tasks across multiple services to include MSx Firewall, MSx WAN, MSx Office 365, MSx Backups and MSx Endpoints. They will work with MSx Engineering and MSx Service Delivery Systems and Network Engineering to provide advanced level support and configuration for provisioning for those same and any additional MSx services that are developed.  Over time, the MSx Specialist will be able to provision our base level of services from configuration to installation without engineering level support

Technical Support Specialists

TPx proactively monitors and maintains your services to ensure you services and up and running.  When the unexpected happens, you need to reach out to someone you can trust. Our highly-skilled, 100% U.S.-based Technical Support Specialists are available 24x7x365 to provide you with timely and accurate solutions to your technical problems. You only have one number to call for all your technical support needs, including voice, data, networking, Office 365, security, colocation, and server backup.

Expert and Certified Proactive Maintenance Support Engineers

• We have in-house expertise that provides world-class technology development, support, and industry-specific knowledge gained over the past 20 years nationwide. Over 15% of our workforce are highly-skilled, certified specialists in on-boarding and post-installation support. Our Security Operations Centers are led by defense, cybersecurity, and ex-military specialists with an average of over 10 years experience.

Account Manager

After your installation is complete, your dedicated Account Manager will continue to stay in touch with you on a regular basis to ensure you remain completely satisfied with your service.  This will enable us to work together to review your ongoing needs and plan for any changes as your business grows. Our commitment o collaborating with our customers is the philosophy that forms the basis for everything we do.

The post The TPx Team appeared first on TPx Communications.

Planning with a Solutions Architect

• Business needs analysis
• Infrastructure review
• Virtual site survey
• Pricing and quote
• Non-Disclosure
• Customer Desired Due Date

Quality Assurance

• Your Contract, Designed Solution and Accompanying Paperwork will be placed through a rigorous validation stage.
• The assigned Solution Architecture will review your designed solution to ensure your expected technical needs were met.
• The Quality Assurance organization will validate the contract and paperwork is complete and validate Credit Approval.
• The Quality Assurance team member will also coordinate Deposit or ACH payments with the TPx Financial division.
• Once the Quality Check has completed, TPx will assign your personal Project Manager

Final Order Approval

• Sign contact
• Order entry
• Your assigned Solutions Architect will reconfirm your solution
• Our Quality Assurance team will ensure all the proper paperwork has been signed and attached to the order
• You’ll be asked to reconfirm your solution plan and may be asked to sign paperwork or provide additional information if anything was missed during the sales process

Next steps:  

1. Email with user name and password to access the TPx Dash customer portal
2. Welcome email from TPx with next steps
3. Welcome call with Project Manager

Estimated Timeline

Estimated timeline from contract signature to final order approval:  5-10 business days

The post Strategic Planning and Order Confirmation appeared first on TPx Communications.

The Project Manager will be your single point of contact to communicate with you and various TPx teams. Their role is to keep all parts of the service implementation project organized, communicated and running according to plan.  The following are some key responsibilities:

• Set times and dates for meetings
• Maintain schedule
• Coordinate your service implementation
• Facilitate discussions between you and the Technical Provisioning Specialists.
• Establish mutually agreed upon dates for service delivery

The purpose of this Welcome call is to:

• Confirm you have access to, and get you familiarized with, Dash
• Confirm your account information (name, address, contact information)
• Confirm your services ordered and pricing
• Gather initial details about your location, network and existing services
• Set a tentative installation date
• Schedule appointments with your assigned Technical Delivery Specialists
• Walk through the information you’ll need to gather, prior to your Specialist call, to support your onboarding to TPx
• Provide you the opportunity to ask any questions

The post Project Manager Welcome Call appeared first on TPx Communications.

This section is designed to guide you through the implementation phases. This ­­guide includes all the details you need to get your orders started the right way! Included are expected timelines and requirements to provide a reliable statement of work that can be used as a guide to move this process forward. Welcome to the TPx family – we hope you will enjoy your new customized technology solution.

TPx typically uses a “first-in-first-out” process to complete your order. The sooner the proper paperwork is completed, the sooner the potential for completion. The average implementation will typically fall between 30-60 days. This clock typically starts when you, the customer, provide all requested information to configure your order. We offer many products and installation times may vary from 30 to 180 days. Please see the specific Statement of Work for each product to understand more. We will always try to install your services as they become available.

Your help during this process is critical. At TPx, we understand that the technology needs of every business are complex and unique, and as such, they have to be customized per client’s specific requirements. We will need to get the appropriate information from you to ensure a great customer experience. Many of our competitors try to rush the installation – they don’t gather the correct information or take the time to consult with the clients properly, which results in a poor customer experience. We are dedicated to getting your project right the first time. We put in the hard work up front, so your experience during the installation is as stress-free as possible. This booklet serves as a guide for the planning and implementation process and also answers many common questions about how your TPx solution will be installed. We look forward to working with you and helping your business become even more productive and efficient.

The customer will provide the following in the process of service installation:

• Provide reasonable premises access for TPx and vendors
• Provide adequate power, security, and environment controls for TPx provided equipment.
• In some instances, provide unobstructed access to wall-mounted Ethernet jacks and computer equipment.  Ethernet jacks, computer equipment, and desired telephone placement locations must be in close physical proximity.  Additional/longer Ethernet patch cables or cable infrastructure installations may result in additional charges.

TPx understands the nuances of all the technologies — new and old — that need to be seamlessly woven together when companies upgrade their communications and IT services. Every business is unique, but we have built an enviable track record designing, installing and maintaining the most complex business-critical voice, data systems and IT systems for our customers.  Every job gets an unremitting focus on transparency, deadlines and responsiveness. We don’t ever wing it. And we’ll make sure that you know exactly what to expect every step of the way.

The onboarding process sets the foundation for success between TPx and our Customers. While there’s no “typical” onboarding process, our best-practices approach is rooted in efficiency and high value effective deployment of a plan that meets our customer needs today and scales for the future.  Here’s the process we follow:

1. Project Kick-Off
2. Solution Design Completion
3. Solution Configuration Completion
4. Customer Configuration Approval
5. Solution Build Completion
6. TPx Dispatch/Technician Install
7. Final Turn-Up
8. Post-Turn Up Modifications
9. Billing Review & Order Completion

Onboarding by Services

Each service is unique and has different onboarding requirements including information we’ll need from you, if and on-site visit is required, the size of the cloud migration, etc.  The following links are provided to help you understand the what will happen during on boarding, what TPx needs from you and about how long it will take.  Typically, access is the most complex service and adds to your service delivery interval. For new customers, If you deliver your service OTT  – meaning you bring your own bandwidth and TPx manages your circuit with MSx Managed WAN (SD-WAN) – we can have your UCx and MSx services up and running in about 40 days.  If you already have SD-WAN installed or have TPx internet access, we’ll get your voice up in about 14 days.

Managed Access

Managed Access consists of suite of connectivity solutions enabled by SD-WAN and our relationships with carrier to provide you the best solution based on your needs…whether that be technology, install interval, speed and costs. TPx has over 20 years access experience and will manage the complexities to meet your business needs.

Voice (UCx/SmartVoice) 

TPx makes your UCx and UCx SmartVoice installation quick and easy.  Because UCx is hosted in the cloud and delivered by a TPx managed Internet connection, installation is much faster than a traditional phone system.  Once your order is confirmed, and you have a TPx managed internet connection, we can get you up and running in about 14 days.  Once installed, managing your service, in users and features,  is easy through the UCx web portal.

MSx Managed IT Services

Our MSx services include Managed WAN, Firewalls, Endpoints, Backups, Office 365 and Datacenter.  When delivering our Managed IT, the beginning is a critical time. It sets you up for success, enabling consistent service and maximizing productivity. Take a closer look at how TPx performs onboarding for our Managed IT services.

The post Technical Onboarding and Installation appeared first on TPx Communications.

Managed Devices

Prior to your service installation, you must have full access rights to your devices (including admin passwords for all devices) and provide TPx with the devices’ current firmware versions. You must also be willing to transfer management of the devices, including access rights, to TPx for the duration of their use. TPx will maintain current firmware and all configuration files. Certain products requirements and limitations may apply. See Product guide for reference. E.g., TPx can’t take over the software management in case of SD-WAN, etc.

Prohibited Devices

On the other hand, there is a list of select devices, which have either been set to “End of Life” by their manufacturer and/or shown to have adverse effects on the system. End of Support also applies to devices that are approaching their EOS, making them not eligible to meet the 3- and 5-year terms based on the products.

These devices have been moved to a prohibited status and will not be allowed to be used with TPx. Such a category is provided to ensure high quality functionality and to provide the promised service by us.

Allowed Devices

All other enabled devices that are not on the prohibited list may be used at your risk and discretion. TPx makes no guarantee that other models will work, either in part or in full. TPx will provide working credentials and you will be 100% responsible for all firmware, configuration settings, maintenance, and troubleshooting.

Specific Use Cases / FAQs:

Devices with License Agreement

Any devices that are locked due to licensed agreement by other service provider or manufacturer will be included under the prohibited devices list.

Not listed devices

What if your device is not on the list?

– Technology is moving fast. So, some devices might not be listed as we haven’t tried or tested them. In that case, contingent on the age of the device, they will go through ICB review to finalize the decision.

UCx BYOD List:

Managed Devices:

Phones:
Polycom VVX Series

• Polycom VVX 311 VoIP Phone
• Polycom VVX 411 VoIP Phone
• Polycom VVX 501 VoIP Phone
• Polycom VVX 601 VoIP Phone
• Polycom VVX 150 VoIP Phone
• Polycom VVX 250 VoIP Phone
• Polycom VVX 350 VoIP Phone
• Polycom VVX 450 VoIP Phone

Polycom SoundStation Series

• Polycom SoundStation IP 6000 Conference Phone
• Polycom SoundStation IP 7000 Conference Phone
• Polycom Trio 8800 IP Conference Phone
• Polycom Trio 8500 Conference Phone
• Poly VVX D230 DECT IP Phone

Poly CCX Phones

• Poly CCX 400 MS Teams Phone
• Poly CCX 500 MS Teams Phone – No Handset
• Poly CCX 500 MS Teams Phone
• Poly CCX 600 MS Teams Phone – No Handset
• Poly CCX 600 MS Teams Phone
• Poly CCX 400 OPEN SIP Phone
• Poly CCX 500 OPEN SIP Phone
• Poly CCX 600 OPEN SIP Phone
• Poly CCX 700 OPEN SIP Phone

Algo

• Algo SIP Multimedia Intercom 8036
• Algo SIP DoorPhone 8028
• Algo SIP Door Phone – Vandal Proof 8028V
• Algo SIP Ceiling Speaker 8188
• Algo SIP Paging Horn 8186
• Algo SIP Paging System 8180
• Algo 8301 Paging Adapter & Scheduler
• Algo 8373 Zone Paging Adapter
• Algo Waterproof Paging Horn 1186
• Algo SIP Interface Module 8061
• Algo Blue Strobe Light w/ Power Supply 1128B

Cisco Phones:

• Cisco MPP 8841
• Cisco MPP 8845
• Cisco MPP 8851
• Cisco MPP 8865
• Cisco 8851 KEM
• Cisco 8865 KEM

Prohibited Devices:

• Polycom SoundPoint IP (Legacy) series: IP600/601, IP500/501, IP300/301
• Polycom SoundStation IP4000

MSx and FortiGate Firewalls BYOD List:

Managed Devices:

• FortiGate 40F
• FortiGate 60F
• FortiGate 70F
• FortiGate 80F
• FortiGate 100F
• FortiGate 200F
• FortiGate 400F
• FortiGate 600F
• FortiGate 30E
• FortiGate 50E
• FortiGate 60E
• FortiGate 80E
• FortiGate 100E
• FortiGate 200E
• FortiGate 400E
• FortiGate 500E
• FortiGate 600E

Prohibited Devices:

• Fortinet D Series or older hardware

FortiGate Switches BYOD List:

Managed Devices:

• FortiGate 108E
• FortiGate 108E-FPOE
• FortiGate 124E
• FortiGate 124E-FPOE
• FortiGate 108F
• FortiGate 108F-FPOE
• FortiGate 124F
• FortiGate 124F-POE
• FortiGate 184F
• FortiGate 148F-POE

Allowed Devices:

• FortiGate 108E-POE
• FortiGate 124E-POE
• FortiGate 108F-POE
• FortiGate 124F-POE
• FortiGate 148F-POE
• FortiSwitch 224E
• FortiSwitch 224E-POE
• FortiSwitch 224E-FPOE
• FortiSwitch 248E
• FortiSwitch 248E-FPOE

FortiAP Access Points BYOD List:

Managed Devices:

• FortiAP 221E
• FortiAP 222E
• FortiAP 224E
• FortiAP 321E
• FortiAP 421E
• FortiAP S221E
• FortiAP S223E
• FortiAP E422EV
• FortiAP 234F
• FortiAP 23JF
• FortiAP 431F
• FortiAP 432F

Allowed Devices:

• FortiAP 231F
• FortiAP 433F
• FortiAP 831F
• FortiAP 223E
• FortiAP C24JE
• FortiAP U231F
• FortiAP U431F
• FortiAP U433F
• FortiAP U234F
• FortiAP U432F
• FortiAP U321EV
• FortiAP U423EV
• FortiAP U24JEV

MX Series Edge Devices BYOD List:

Managed Devices:

• MX105
• MX250
• MX450
• MX75
• MX85
• MX95
• MX64
• MX67
• MX68

MS Series Switches BYOD List:

Managed Devices:

• MS120-8
• MS120-8LP
• MS120-24
• MS210-24
• MS210-24P
• MS125-24
• MS125-24P
• MS250-24P
• MS120-48
• MS120-48FP
• MS210-48
• MS210-48FP
• MS125-48
• MS125-48FP
• MS250-48
• MS250-48FP
• MS410-16
• MS410-32
• MS225-24P
• MS225-48FP
• MS425-16
• MS425-32
• MS390-24UX
• MS390-UX2
• MS350-24
• MS350-24P
• MS350-24X
• MS350-48
• MS350-48FP

MR Series Access Points BYOD List:

Managed Devices:

• MR76
• MR86
• MR30H
• MR33
• MR36
• MR46
• MR56

The post Customer Provided Device Policy appeared first on TPx Communications.

Over the past few years regulators and major carriers have set forth new rules that require all phone companies to implement caller ID authentication. The rules establish when a provider may block a voice call based on information provided by the call authentication framework, and establish a process to permit a calling party adversely affected by the framework to verify the authenticity of their calls. This coordinated effort protects consumers and helps reduce the occurrence of robocalling, illegal calls and unwanted calls. However, it also results in spam flagging.

Sources of spam flagging & call blocking

Carrier flagging

Phone carriers can block or flag specific numbers as spam based on certain call analytics. A number may be flagged by the receiving carrier, or in rare cases, your own carrier. The recently passed TRACED (Telephone Robocall Abuse Criminal Enforcement and Deterrence) Act is affecting legitimate businesses. Frequent outbound calling can lead to a telephone number being flagged as spam.

Consumer flagging

Another way your number could be blocked or flagged as spam is flagging by a consumer. Consumers can complain to their carrier and flag any number they deem is suspicious, spam, or spoofing their number.

What to do if your number is being flagged by the receiving carrier

If your business telephone number is being flagged as spam on the called party’s caller ID there is something you can do. You can contact their carrier (the receiving carrier) and discover your number’s status with them. After verification, the spam tag may be removed from your business phone number and your status may be updated.  Below are quick links to sites that can help you verify your caller status to some of the top telecom carriers, should your number be flagged as spam.

Caller ID Spam Vendor List

• AT&T
• AT&T Mobile
• Bandwidth
• Lumen (formerly CenturyLink)
• Comcast
• Frontier Communications, Email: nospam@ftr.com
• Inteliquent
• Sprint
• T-Mobile
• US Cellular
• Verizon
• Verizon Wireless

• Note:If the provider is not listed above, try the Free Caller Registry.

• establish when a provider may block a voice call based on information provided by the call authentication framework, but also establish a process to permit a calling party adversely affected by the framework to verify the authenticity of their calls.

The post Why Does My Number Show ‘SPAM Likely’ to the People I Call? appeared first on TPx Communications.