MNET Services>Telecom Voice>Product Codes

customer typedescriptionbillable service parameters
Gold Call Center (Supervisor/Agent)

MN.IT will complete service additions / feature changes Monday - Friday, 8:00am - 4:00pm and according to published projected service delivery timeframes. If service changes need to take place outside these hours, they will be scheduled based on the service request and other service fees may apply.

MN.IT provides all service changes on service delivered (a COSWeb order is required to MN.IT). This includes: Install, change, deletion of call center IPT devices Service changes relating to call center IPT devices, i.e., name changes, change of voicemail box user. Re-skill of agents from one skill group to another.

Service delivery charges apply for work completed within this classification.

Service change request for new 911-switch or reconfiguration is billed on a time and materials basis.

Service changes to update an existing 911-zone for service notifications are not billed until a complete design or reconfiguration takes place.

Installation charges are billed on a per device basis.

Changes are billed on a per device basis.

Re-skill of agents will be billed on a per agent basis.

Silver Call Center (Supervisor/Agent)

Customers in this classification have elected to be trained on the ability to re-skill agents from one skill group to another. Customers are not permitted to create, change or delete supervisors or agents. MN.IT will complete this required task.

A Silver customer can choose to ask MN.IT to perform the agent re-skill. If MN.IT does so, the applicable one-time charge applies (Service Change Fee 1).

MN.IT will complete service additions / feature changes Monday - Friday, 8:00am - 4:00pm and according to MN.IT's published projected service delivery timeframes. If service changes need to take place outside these hours, they will be scheduled based on the service request and other service fees may apply.

MN.IT provides all service changes on service delivered (a COSWeb order is required to MN.IT). This includes: Install, change, deletion of call center IPT devices. Service changes relating to call center IPT devices, i.e., name changes, change of voicemail box user.

Service change request for new 911-switch or reconfiguration is billed on a time and materials basis.

Service changes to update an existing 911-zone for service notifications are not billed until a complete design or reconfiguration takes place.

Installation charges are billed on a per device basis.

Changes are billed either per device, or per change, depending on whether additional licenses are being purchased.

Gold IPT Customer (regular service; there is no official designation for Gold)

MN.IT will complete service additions / feature changes Monday - Friday, 8:00am - 4:00pm and according to MN.IT's published projected service delivery timeframes. If service changes need to take place outside these hours, they will be scheduled based on the service request and other service fees may apply.

A COSWeb order is required to MN.IT for all changes.

MN.IT provides all service changes on service delivered. This includes: Install, change, deletion of IPT devices. Service changes relating to IPT devices, i.e., name changes, forwarding changes, change on ring types, change on ring timer, change of voice mailbox user, etc.

Installation charges are billed on a per device basis.

Changes are billed per device for the requested change.

Silver IPT Customer (no official designation for Silver)

Customers in this service classification do not receive a reduction in monthly service charges.

Customers in this classification have elected to be trained on the ability to be an IPT site administrator. Customers have been trained on and will follow the rules outlined within this document. Customers in this classification are required to process COSWeb service requests for all billable service changes when adding or deleting an IP device.

COSWeb service requests are also requested for all voice mail changes. MN.IT will need to complete the establishment, deletion or change on a voice mailbox.

Silver IPT customers that may have a call center are not permitted to create, change or delete supervisors or agents. MN.IT must complete this required task.

Silver IPT customers are able to do the following:

  • Install, change, or delete IPT devices (a COSWeb order is required to MN.IT).
  • Make service changes relating to IPT devices, i.e., forwarding changes, change on ring types, change on ring timer. No COSWeb order to MN.IT is required when customer makes these types of changes.

Note: when changing a name or dealing with voice mail, a COSWeb order is required to MN.IT with required service information so that all needed changes occur. No charge applies.

Silver customer are not billed the one-time programming (7570SC2 - Service Change Fee 2) per device or port, unless they request MN.IT make the change.

The customer will establish what their service delivery time period will be in conjunction with any changes that MN.IT may need to complete for them. If MN.IT is requested to assist or provide service changes, they will follow MN.IT's service delivery timeframe (Monday - Friday, 8:00am - 4:00pm). If service changes need to take place outside these hours, they will be scheduled based on the service request and other service fees may apply.)

Only if MN.IT makes the requested change: Installation charges are billed on a per device basis. Charge is the Service Change Fee 1 rate.

No service charge for voice mail changes.