2.13.5  Federal Technology Service (Long Distance)

Manual Transmittal

July 23, 2013

Purpose

(1) This transmits revised IRM 2.13.5, Enterprise Networks, Federal Technology Service (Long Distance).

Material Changes

(1) This IRM has been prepared in accordance with requirements resulting from the IRM restructuring and IRS modernization efforts. It provides guidance and directions for telecommunications services and knowledge of the processes and standards that are in place.

(2) “Enterprise Networks” was changed to “User and Network Services” throughout the document.

Effect on Other Documents

IRM 2.13.5 dated March 1, 2006, is superseded.

Audience

The User and Network Services (UNS) organizations and other divisions and functions needing telecommunications services.

Effective Date

(07-23-2013)

Terence V. Milholland
Chief Technology Officer

2.13.5.1  (07-23-2013)
Purpose

  1. This IRM describes the Federal Technology Service (FTS) provided by the User and Network Services Directorate. It provides guidance and directions for telecommunications services, and knowledge of the processes, and standards that are in place.

  2. If there are any questions or if additional guidance is needed with this IRM, contact UNS at 202-283-4567.

2.13.5.2  (05-31-2013)
Federal Technology Service

  1. The Federal Technology Service (FTS) was developed over 35 years ago by the General Services Administration (GSA) to provide telephone voice service, with limited data communications capability to Government agencies. The original FTS network was adequate for the analog voice-oriented requirements of 35 years ago; however, it lacked end-to-end digital connectivity and point-to-point high quality, high speed capabilities. Therefore, with each GSA awarded contract vehicle, (FTS, FTS2000, FTS2001, NETWORX) new generation telecommunications and technology was included to augment ever-changing demands.

  2. The GSA Federal Acquisition Service Program Office, is responsible for procuring goods and services for the Government at the best value possible. GSA is committed to choosing vendors that will deliver comprehensive products and services which align with current technologies, and are available to the Government from the commercial industry. For agencies that have not advanced as fast to current technologies, GSA is committed to ensuring that older technology is also available to meet these agency requirements.

  3. The NETWORX Contract which replaces the FTS2001 Contract was awarded in March 2007 to multiple vendors as the next generation telecommunications and technology solution. The NETWORX Contract has two parts, NETWORX Universal, and NETWORX Enterprise, which consists of a four-year base period with three two-year options (10 years). The NETWORX Contract expires March 2017.

2.13.5.2.1  (05-31-2013)
NETWORX Contract (Universal)

  1. As a requirement of the GSA NETWORX Contract Fair Opportunity acquisition and before making a vendor selection from the NETWORX Contract, the User and Network Voice Services staff prepared a Statement of Work (SOW) entitled NETWORX Equivalent Telephone (ETEL). The program staff conducted an evaluation of NETWORX Universal vendors who responded to the IRS' Request for Proposal. Two of three potential NETWORX Universal vendors responded to IRS' requirements. The final decision was made to select AT&T and transition services from FTS2001 to ETEL. The NETWORX Universal Contract vendors provide a full range of FTS2001 services and more than 20 new services for IP-based network. The NETWORX Universal Contract provides:

    • Service Continuity - all services to all locations that are currently on the FTS2001, and Crossover contracts.

    • Competitive Prices - overall below current FTS2001 prices.

    • High Quality Service - reliable and efficient service to meet customer agency mission.

    • Full Service Offerings - a broad array of services and the ability to expand services throughout the life of the contracts.

    • Alternative Sources - access to a broad spectrum of industry service providers, including the major telecommunications companies.

    • Operational Support - ordering, billing, and inventory management functions.

    • Performance Based Contracts - Service Level Agreements to ensure contractor performance and quality of service.

    • Transition Support - timely and efficient transition coordination and assistance.

      The NETWORX Universal ETEL Contract offers:

      Telecommunications and Communications Mandatory Services

  2. The NETWORX Universal ETEL Contract offers:

  3. Telecommunications and Communications Mandatory Services

    • Switched Voice Service (SVS) - supports voice or analog data transmission of provisioned (circuit) and non-provisioned (access) services. SVS allows voice calls initiated from on-net (government or Flexi-place) locations to connect to all On-Net, and Off-Net locations via FTS.

    • Switched Voice Dedicated - a service that allows customers to access a long distance carrier through a dedicated circuit. By installing a dedicated long distance T1/DS1, customers have the ability to dial long distance calls directly into their long distance carrier's network, avoiding local line charges through their local telephone company. For customers who do a large volume of inbound or outbound calling, a long distance T1 is a cost-saving solution.

    • Circuit Switched Data Service (CSDS) - provides dial-up capability in increments of 56kbps or 64kbps over full duplex synchronous data circuits for FTS2001 users. CSDS includes video conferencing, computer-to-computer file transfer, image transfer, disaster recovery, and high-speed fax.

    • Private Line Service (PLS) - dedicated duplex transmission connectivity between designated end points for voice applications with line speed ranges, and reliability options.

      Note:

      Although the NETWORX Universal contract offers combined long distance and local service, the NETWORX Universal ETEL contract is valid for only long distance service..

2.13.5.3  (05-31-2013)
Responsible Organizations

  1. The User Network and Systems Services, Enterprise Network (EN) Headquarters Directorate has sole responsibility for managing, budgeting, and overseeing NETWORX contracts. The Service Management and Planning Branch Chief EN-NAE-SM&P is the Steady State Manager, and has the overall operational, and technical responsibility for ETEL once the transition phase is completed.

  2. In order to effectively, and efficiently manage this service, EN uses Designated Agency Representatives (DAR;s) who are local contacts to provide customer support for long distance access to all business units (including Chef Counsel, Appeals, Criminal Investigation, and Treasury Inspector General for Tax Administration) at all official IRS locations, and approved flexi-place locations.

  3. IRS identified ETEL DAR's will be responsible for the ordering requirements of their assigned services or site(s). The ETEL DAR's will have different levels of responsibility, and training requirements. DAR's will be identified by the local manager with input from the NDAR's. The NDAR Administrator will also service as an NDAR, and the NDAR's will be responsible for specific authorized services. The Field DAR's (FDAR's) will be responsible for a specific site and service. NDAR's and FDAR's are individuals designated as a Networx Services Ordering Officer with authority to use the ETEL Contractor's (AT&T) Operational Support System (OSS) known as Business Direct.

  4. The NDAR Administrator, and NDAR's must be appointed in writing by the Contracting Officer (CO), and must be Contracting Officer's Representatives (COR's). The NDAR Administrator manages the list of DAR's and profiles in Business Direct, and the NDAR assists the Primary COTR (Procurement) in the performance of all necessary task order/delivery order actions. National DAR's are appointed for each service type on ETEL to include:

    • Switched Voice Service

    • Switched Voice Dedicated Service

    • Circuit Switched Data Service

    • Private Line Service

  5. NDAR's will support the FDAR's, and are assigned to specific Areas and Territories to include:

    Western Area Midwest Area Southeast Area Northeast Area
    Fresno Austin Atlanta Andover
    Laguna Niguel Chicago - St. Louis Jacksonville - Plantation Brookhaven
    Oakland Dallas/New Orleans New Carrollton Cincinnati
    Ogden Kansas City Philadelphia Detroit
    Seattle Memphis Washington Hartford/Manhattan
          Pittsburgh

    It is recommended that local managers identify a minimum of two Field DAR's per Territory.

2.13.5.3.1  (05-31-2013)
National DAR Administrator (COR)

  1. COR Certified

  2. Appointed by the Contracting Officer (CO)

  3. Required Training

    • DAR Training (OSS)

    • IRS DAR Internal Process

    • RTS Training

    • COR Training

    Responsibilities

    • Maintain a list of all appointed NDAR's and FDAR's, and all of the training that has been completed.

    • Coordinate training for the NDAR's and FDAR's, and ensure training is completed.

    • Perform Receipt and Acceptance as required.

    • Approve orders submitted by the FDAR as required.

    • NDAR backup if required

    • Provide procedural guidance to DAR's.

    • Contact Procurement Team with any contractual or contractor performance issues.

    • Contact the Procurement Team for additional guidance.

2.13.5.3.1.1  (05-31-2013)
National DAR/COR

  1. COR Certified

  2. Appointed by the Contracting Officer (CO)

  3. Required Training

    • DAR Training (OSS)

    • IRS DAR Internal Process

    • RTS Training

    • COR Training Responsibilities

    • NDAR's for SVS, PLS, and CSDS approve orders received from FDAR's. Submit orders in AT&T's ordering system for their respective authorized services.

    • Perform Receipt and Acceptance in RTS.

    • Monitor contractor performance.

    • Initiate issue resolution in Business Direct.

    • Provide procedural guidance to DAR's.

    • Monitor receipt and review of deliverables and notify the Procurement Team if unacceptable.

    • Monitor orders and associated funding.

2.13.5.3.1.1.1  (05-31-2013)
Field DAR

  1. Appointed by the NDAR Administrator

  2. Required Training

    • DAR Training (OSS)

    • IRS DAR Internal Process

      Responsibilities

    • Initiate orders through AT&T's OSS for their respective area of service, and building, and notify the appropriate NDAR of the pending order. NDAR will approve the order and submit to the contractor through Business Direct.

    • Validate receipt of services/goods.

    • Notify the NDAR's of receipt, inspection and acceptance of assigned services.

    • Request Hierarchy Codes to NDAR for new IRS locations. (See Exhibit 1)

    • Initiate Help Desk calls.

    • The FDAR responsibility will be managed at the Program Management Office (PMO) and Steady State Management level.

Exhibit 2.13.5-1 
Adding New IRS Locations (AHC's)

To establish long distance service at a new location, an Agency Hierarchy Code (AHC) must first be created. Unique AHC's are created so that charges are applied to specific locations and services, and to maintain an accurate inventory of services. Under the current NETWORX-ETEL contract, it normally takes the vendor three (3) weeks to build the AHC into the Billing System, Business Direct.

When requesting an AHC for new IRS Offices for long distance service, DAR's should submit an email with the following information to the IT Etel mailbox in the following format:

  1. Physical Address of New Location (example 985 Michigan Avenue)

  2. City/State/Zip (example Detroit, MI 48226)

  3. GSA Building Code (example MI1951)

  4. Area/Territory (example Northeast/Detroit Territory)

    Note:

    DAR's should allow a minimum of two months lead time for service at a new location.

Exhibit 2.13.5-2 
AT&T Thrifty Billing Information

What is Thrifty Billing

Thrifty billing is an AT&T Commercial invoice for Long Distance calls made by a Billing Telephone Number (BTN) or Working Telephone Number (WTN) that is not recognized in AT&T's Networx Systems/Databases as an IRS BTN or WTN. The bill is generated when AT&T receives call usage associated with an IRS BTN or WTN from the Local Exchange Company (LEC) that is not recognized or provisioned in AT&T's Networx Systems/Databases as an IRS BTN or WTN. The long distance call(s), and associated usage are billed to a Thrifty account at AT&T Commercial rates, not Networx rates.

Reasons Why Thrifty Billing Occurs

If a customer orders new lines from the Local Exchange Company and PIC's the new lines to AT&T 10288 prior to submission of a Business Direct order and Service Order Completion Notice (SOCN) to add the lines to IRS ETEL for new lines.

If a customer makes an Operator Assisted or domestic, and international directory assistance calls on an IRS BTN or WTN that is active in Business Direct. An operator assisted call is initiated by the IRS for help with the following types of calls:

  • COLLECT - when you call a number and Operator Assistance asks the person you are calling to pay for the call.

  • BILLED-TO-THIRD-NUMBER - when a number is called and Operator Assistance asks a party, other than the two parties on the call, to accept the charge.

  • PERSON-TO-PERSON - when you call a number and require Operator Assistance to connect you to a specific person, department, extension, or office.

  • OPERATOR DIALED DIRECT - when you would like an Operator to dial a call for you.

  • REAL TIME RATED - when you would like an Operator to provide the time and charges associated with your Operator Assisted call.

A domestic or international directory assistance call provides local, and long distance numbers, when an IRS user dials 411 or XXX-555-1212 to ask for a phone number of an individual or business.

The Networx contract does not provide Operator Assisted or directory assistance calling or pricing. Any and all operator assisted, and directory assistance calls, will always create thrifty billing and charges.

Thrifty accounts can generate a monthly account fee at $20.95. If you see this charge, please check Business Direct inventory to be sure that the BTN or WTN are active and provisioned on Business Direct. If not, place an order in Business Direct to add the BTN or WTN's. After you receive a SOCN notice, please contact the toll-free number on the thrifty invoice and ask that they cancel the thrifty account as the lines are now on Networx. You may be asked to provide additional information such as the Agency Hierarchy Code that the BTN and WTN's are billed to.

Where is the Thrifty Bill Mailed

The Thrifty invoice is likely to be sent to the address and name where your local service invoices are received. This is because AT&T obtains the billing information from the LEC.

Should I Pay the Thrifty Bill

Yes, the Thrifty bill requires payment by the local office. If not paid, the account could result in restriction of the ability to make long distance calls.

What Do I Do When I Receive the Thrift Bill

Review the invoice to determine if the bill is for usage - Long Distance (LD)calls or operator assisted calls.

If the Bill is for Usage - LONG DISTANCE CALLS

Check Business Direct View, and Analyze Inventory, and Notices Inventory

to see if the BTN and WTN are active and provisioned, and in the inventory. Check by using View Current Inventory by AHC. If the BTN and WTN are not in the inventory, then you need to place an add order or change order in Business Direct. Once you place you order, please advise Lynn Ziemann via email that you submitted an order in Business Direct, and provide her with the Internal Service Request (ISR) number. Lynn will then review the order and send it to AT&T.

Pay the Thrifty bill. If not paid, the account could result in restriction of the ability to make long distance calls.

If the bill is for OPERATOR ASSISTED or directory assistance CALLS

Pay the Thrifty bill. If not paid, the account could result in restriction of the ability to make long distance calls.

Are you having problems making long distance calls?

Check the PIC by dialing 700-555-4141 to determine the carrier who is PIC'd to carry the long distance calls.

  • If the line is PIC'd to AT&T, and the BTN/WTN is provisioned, the call should be billed under Networx.

  • If the line is PIC'd to AT&T, and the BTN/WTN are not in the Business Direct inventory under your Agency Hierarchy Code (AHC), then you need to issue a Business Direct order.

If the user is unable to make long distance calls, and receives a recording that provides an 800-XXX-XXX number, the local IRS contract should call the number specified in the recording, and follow the instructions to determine the problem. If the user is blocked due to Thrifty non-payment, please ask to have the user's line unblocked. Meanwhile, you must follow the instruction under "Bill Payment & Dispute Process" for payment, disputes, and correction orders to stop thrifty blling.

To open up a Trouble ticket or obtain Status Using the Toll Free number: 1-877-438-6899, option 4, option 2

  1. Identify yourself and agency

  2. Report the nature of the outage or service issue

    1. nature = (hard down, degraded service, latency, etc.)

    2. service = long distance, T1 for Dedicated voice at CPC sites, T1 point to point private lines for voicemail, ISDN for video, MIS/PNT to TAC video

  3. Please have your circuit ID or telephone number(s) available to expedite opening of a trouble ticket

AT&T will provide a Trouble Ticket Number. Document that number, and reference the number when inquiring about the status of the trouble.

Exhibit 2.13.5-3 
NETWORX CONTRACT

For assistance with your AT&T long distance service order at IRS managed locations, call AT&T Customer Care Center or Customer Support Office at 1-877-GET-NTWX (1-877-438-6899), and have the Service Order Number you are referencing. This number is also used for reporting AT&T long distance service outages.

For assistance with long distance service at GSA managed locations, click here to refer to the web link There's a GSA link (IT/Telcom Services) on the right that provides the GSA Regional Contact information.

Exhibit 2.13.5-4 
Primary Interexchange Carrier Selection and Successful Testing

NETWORX-ETEL Outbound Long Distance Service

Primary Interexchange Carrier (PIC) Process

Selection and Successful Testing

The IRS Long Distance (LD) service provided by the GSA NETWORX Contract involves identifying the LD carrier as AT&T for most offices (except those managed by Treasury in the DC-Metro area). To ensure IRS has been properly PICed to AT&T as the LD carrier, this change must be requested by the Designated Agency Representative (DAR) responsible for the Post of Duty (POD), and tested by the DAR or tested in conjunction with on-site employees (if the DAR is not-on-site). PICed means that IRS now has a Primary Interexchange Carrier (PIC) or LD carrier of AT&T.

To avoid costly commercial charges from AT&T, all Billing Telephone Numbers (BTN), Working Telephone Numbers (WTN), and Steering Telephone Numbers (STN) associated with desktop telephone sets, fax lines, conference rooms, local taxpayer assistance numbers (3709), etc., must be properly PICed to AT&T.

Following are the guideline and procedures to request, validate, and test IRS telephone numbers are PICed properly to AT&T. These instructions are also provided in detail on the AT&T Job Aids.

Guidelines and Procedures

Local and Long Distance Orders

Step 1 - As needed, and based on POD requirements, DAR Coordinates with the local exchange carrier a telephone service request for new telephone numbers at existing (adding phone numbers to long distance already provided) and/or new (refer to Exhibit 1) IRS locations. During this process, AT&T should be identified as the long distance carrier (PIC Code 10288).

Note:

There may be a period of commercial long distance invoices sent directly to the local office from AT&T until the telephone numbers have been added to the long distance contract. These invoices MUST be paid using local telephone funds, and cannot be disputed.

Step 2 - Immediately, the DAR responsible for their POD should prepare the long distance service order using AT&T's Business Direct (BD) web-based ordering tool. If the DAR is not already familiar with this process, it is very important for the DAR to follow the detailed MACD, and New Service Order Job Training Aids or to request assistance from the National DAR (NDAR).

  • DAR must notify NDAR's by email that an order is pending, and provide the ISR number generated by BD. Once notified, the order is reviewed, and sent to AT&T for processing.

    Note:

    Contractually AT&T has 45 days to fulfill the order.

Step 3 - Prior to completion of the order, the DAR will receive 3 notices from AT&T (also viewable in Business Direct), which includes Order Acknowledgement (ORA), order Confirmation (SOC),order Commitment (FOCN). Upon receipt of the Completion (SOCN) notice, DAR must perform a PIC test from the new telephone numbers to ensure PIC to AT&T is successful.

Long Distance PIC Test

IRS strives to validate/test 100%/of all BTN's, WTN's, and STN's. It is understood that each location has a unique configuration, and in some instances, may not be able to follow the steps outlined below for some of their TN's. (Sites with EKTS and pooled numbers fall into this category).

Step 1 - Working with the customer (IRS employee/POD), the DAR places a test call from the phone device that is assigned the new phone number by dialing 700-555-4141.

Note:

Caller may need to enter the prefix to get an outside long distance line for your location, e.g., 1, 8, or 9

  1. When calling 700-555-4141, the caller should hear the following legend:

"Software Defined Network test call has completed satisfactorily, Thank you for choosing AT&T."

If the PIC was successful, and you are on the AT&T network, we will receive Networx billing rates sent to the IT-EN headquarters office. No further action required.

  1. If When calling 700-555-4242, the caller receives the message:

"Thank you for being an AT&T Long Distance Customer"

You are PICed to AT&T, however, you are NOT on the AT&T Software Defined Network, and will receive a commercial invoice at the local office. DAR must follow step 2.

Step 2 - The DAR contacts the LEC to validate PIC is 10288. Once confirmed, the PIC is 10288, follow Step 1, and retest. If further problems exist, contact the AT&T Service Desk to open a trouble ticket, 1-877-438-6899. Identify with the technician all phone numbers that did not test successfully to AT&T's software defined network.

Exhibit 2.13.5-5 
Job Aids

For detailed instructions on using Business Direct, refer to the Job Aids on sharepoint.


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