Purpose
This guide provides information and instructions on requesting telephone numbers for Business Voice Customer Location(s) by filling in a Pre-Qualification Form in the Business Voice portal through DealTrack or Configuration. Administrative level access to the portal is required to complete these tasks.
Overview / General Information
The following information relates to ordering New Numbers for a Customer Location:
Phone numbers are assigned to requests based on Carrier rate centers and local calling areas. If the area code or exchange is different than what was requested, confirm the numbers are in the same rate center and local calling area.
Typical turn-around time for New Numbers:
1 business day for numbers available from Sangoma's inventory.
2-3 business days if Sangoma requests new telephone numbers from a Carrier.
Less than 1 business day for new Toll Free number requests.
Business Voice Enhanced Local/Line Service (ELS) numbers are listed only in local white pages and 4-1-1 Directory Assistance. If the information is missing or needs to be corrected in one of the databases, send an email to accountservices@sangoma.com with the correct information.
Enhanced Local/Line Service (ELS) numbers are not available for temporary numbers. Fax, Toll-Free, and Local Inbound (LI) are available for temporary and permanent numbers.
Update incorrect information (Location's service address, billing contact, etc.) at Configuration > View/Edit > Location > Basic Settings > Location Information , where most of the auto-populated data is generated from.
If the User is logged in as a Dealer, the dealership will be auto-selected for the Dealer Name in the pre-qualification forms. The logged-in User is auto-selected as the Dealer Contact and can update the Dealer Contact , but not the Dealer Name .
Sangoma attempts to provide numbers in the requested NPA-NXX. If you have further questions, reach out to the Numbers Management Team at 941-234-0001, Extension 7029.
New Number Pre-Qualification Forms
The Pre-Qualification forms are used to determine if telephone numbers are available in a specific area. Some of the information required in the New Number Pre-Qualification form is already available elsewhere in the portal. The data, pulled mostly from Configuration > View/Edit > Location > Basic Settings > Location Information, auto-populates the Pre-Qualification forms.
Note: Incorrect information can be updated within the portal: Configuration > View/Edit > Location > Basic Settings > Location Information .
After logging in to the portal, access the Pre-Qualification forms by one of the following methods and provided below:
Configuration Method : Configuration > Dealer Menu > View/Edit > Location > New Number
DealTrack Method: DealTrack > Edit Existing Deal > New Number Pre-Qualification
Configuration Method: Configuration > Dealer Menu > View/Edit > Location > New Number
Follow the steps below to log in to the portal and access the Pre-Qualification form:
Log in to the portal: http://portal.star2star.com
Select Configuration from the title/menu bar.
From the Dealer Menu page > View/Edit section, enter at least 3 characters of the desired Location and select a Location from the list.
From the Configuration page, verify the correct Customer/Location is displayed.
From the Basic Settings section, select New Number .
Select the Prequal tab to display the New Number Pre-Qualification form.
Select the Information ( ⓘ ) icon to view the Information page, or use the chart below to fill in the New Number Pre-Qualification Form > Prequal tab. Note: Requesting a phone number by area code and exchange requests numbers in a specific rate center. Sangoma provides numbers from the same rate center if available, but cannot guarantee the same area code and exchange as requested.
Summary of Request Section
The Summary of Request section automatically updates with data entered in the Pre-Qualification section above.
Review the information for accuracy, as it will be used to order the Phone Numbers.
Note: This is the only time available to edit the information. Other corrections to the provided information may result in order cancellation and the request will need to be resubmitted.
Note: Channel Partners are responsible for all re-processing fees.
Click the checkbox next to "approve of this summary" before clicking the Submit New Number Pre-Qualification button.
After the form is submitted, the system alerts the User if the number can be auto-filled from inventory ( Automatically Fulfill New Number Requests From Inventory section) or if the Request has been assigned to the Numbers Management team for processing. This is true for Pre-Qualifications submitted through DealTrack or Configuration .
The page refreshes with the Accepted request listed in the Existing Number Pre-Qualifications section. The Request displays in a read-only list.
Refer to Check Status and Order Numbers to order the number(s).
After receiving a New Number Pre-Qualification form , the system automatically generates emails to the Requestor, providing detail for the status of the Request, as shown in the Status Emails section.
DealTrack Method: DealTrack > Edit Existing Deal > New Number Pre-Qualification
Follow the steps below to log in to the portal and access the pre-qualification form:
Log in to the portal: http://portal.star2star.com
Select DealTrack from the title/menu bar.
When the screen refreshes, scroll to the Edit Existing Deal section. Use the search function to locate and select the appropriate Deal Orde r or Customer/Location Name .
The page refreshes with the General tab of the form pre-filled with the selected Dealer/Customer information.
Select the New Number tab.
Select the Information ( ⓘ ) icon to view the help page, or use the chart below to enter order details in the New Number Pre-Qualification form. Note : The form has been pre-populated with Location information from Configuration . If the information is incorrect, visit Location Information to correct the Service or Billing Contact Address.
Summary of Request Section
The Summary of Request section automatically updates with data from the New Number Pre-Qualification section above.
Review the information for accuracy, as it will be used to order the Phone Numbers.
Note: This is the only time available to edit the information. Other corrections to the provided information may result in order cancellation; and the request will need to be resubmitted.
Click the checkbox next to "approve of this summary" before clicking the Submit New Number Pre-Qualification button. Note: Channel Partners are responsible for all re-processing fees.
After the form is submitted, the system alerts the User if the number can be auto-filled from inventory ( Automatically Fulfill New Number Requests From Inventory section) or if it the Request has been assigned to the Numbers Management team for processing. This is true for Pre-Qualifications submitted through DealTrack or Configuration.
The page refreshes with the Accepted request listed in the Existing Number Pre-Qualifications section. The Request displays in a read-only list.
Refer to Check Status and Order Numbers to order the number(s).
After receiving a New Number Pre-Qualification form , the system automatically generates emails to the Requestor, providing detail for the status of the Request, as shown in the Status Emails section.
Automatically Fulfill New Number Requests From Inventory
New Number requests can automatically Fulfill, provided:
The new Location order in Order Tracking is green for the Location, and
The request is for Local Inbound (LI) or Toll Free (non fax) number(s), and
Ssangoma’s general inventory has numbers matching the Request’s type, quantity and rate center.
Note: If any of the above provisions are not true, the User is directed through the normal, non automatic process.
Upon submitting a New Number request in DealTrack or Configuration , the User is presented with options to complete the Fulfillment process immediately ( Add Number to Location ) or at a later date ( Accepting as Pre-Qualification to Order Number at a Later Date ).
Complete the following steps to submit a New Number Pre-Qualification and either Add Number to Location or Accept as Pre-Qualification to Order Number at a Later Date .
If the submitted New Number request matches an available DID in the inventory, an information dialog box ("We can fulfill this request from inventory.") displays, providing 2 options:
Add Number to Location - Fulfill the request immediately.
Accept as Pre-Qualification to Order Number at a Later Date - Fulfill the request at a later time.
Option: Add Number to Location
To Fulfill the request immediately, click Add Number to Location . The page updates with a confirmation of the specific DID added to the Location.
Option: Accepting as Pre-Qualification to Order Number at a Later Date
If the request matches an available DID in the inventory, but the order is not to be Fulfilled immediately, click Accept as Pre-Qualification to Order Number at a Later Date . An on-screen Notification displays and an email is sent with information of a successful order submission.
To complete the order, locate the request under Select Prequalified Request and follow the prompts.
Status Emails
After receiving a New Number Pre-Qualification form , the system automatically generates emails to the Requestor, providing detail for the status of the New Number Request, as follows:
New Number Request Received
New Number Request Submitted to Carrier
New Numbers Added to Location
Check Status and Order Numbers
Use the following criteria to verify the status of a Request ticket, based on if the Customer's location is activated.
Location is Installed and Service is Activated
Log in to the portal: http://portal.star2star.com
Navigate to Configuration > Dealer Menu > View/Edit > Location > Basic Settings > New Number and confirm there is an existing Number Pre-Qualification for the appropriate Location.
If the appropriate Request ticket's status is set as “Accepted” select the New Number tab and complete the order for a New Number.
From the Select Prequalified Request section, locate the appropriate Accepted request(s).
Click the checkbox and Order Number .
The page refreshes with the Request moved to the Existing Number Requests section.
Location is Not Installed and Service is Not Activated
Confirm there is an existing Number Pre-Qualification in DealTrack .
Log in to the portal: http://portal.star2star.com
Select DealTrack from the title/menu bar.
When the screen refreshes, scroll to the Edit Existing Deal section. Use the search function to locate and select the appropriate Deal Order or Customer/Location Name .
After the page refreshes with the General tab of the form pre-filled with the selected Dealer/Customer information, select the New Number tab.
Scroll to the bottom of the page and select Continue to New Number Requests . The screen refreshes, displaying the following sections:
Select Prequalified Request - Locate the appropriate Accepted requests. Click the checkboxes and Order Number .
Existing Number Request - Displays read-only information about each pre-qualified request, including the ticket's status.
Select Prequalified Request > Status Accepted
Existing Number Request > Status
