Authorized Contacts

• NOTE: This article is applicable to Sky customers. To access an article about Authorized Contacts that is applicable to MiCloud customers, see the MiCloud Account Management article.

Authorized Contacts are trusted people, both inside and outside your organization, who manage your Sky phone system. When Authorized Contact roles are assigned to a user, this specifies the user's permissions and responsibilities. These Authorized Contact roles include the ability to:

• Discuss sensitive account information with Support personnel.
• Make billing payments, changes, and inquiries.
• Make changes to the phone system functionality available to the users of your account.
• Manage your account's call flow and request other phone system programming changes.
• Administer your account via the online Sky Account Portal.
• Create a Support Case to request additions, changes, and removal of products, features, and services.
• Access the Trust Site first before contacting our Support team if your organization's phone system experiences an outage or any issue that impacts the ability to make or receive calls.

Table of Contents

Roles
Decision Maker (DM)
Phone Manager (PM)
Billing Contact (BC)
Technical Contact (TC)
Emergency Contact (EC)
View, Add, Edit, or Remove Authorized Contacts

Roles

There should be at least one person in each account assigned to each of the Authorized Contact roles described in this article. If any of the roles are not assigned to someone, then the responsibilities belong to the Decision Maker(s) for the account. Each role has access to different strategic areas of the Sky Account Portal.

For each of the roles documented in this article, you will find an overview of the role followed by detailed lists of Permissions (with links to other related articles) and Responsibilities.

Decision Maker (DM)

The Decision Maker role, which has the combined power of all other roles, is usually performed by a corporate officer who may be the person who signed the contract. At least one person in each customer account must be designated as a Decision Maker. It is recommended that Decision Makers share their responsibilities by assigning other Authorized Contact roles to additional personnel. For practical purposes, a Decision Maker is a combination of a Phone Manager and a Billing Contact. If any of the Authorized Contact roles are unassigned, those responsibilities belong to the Decision Maker.

• Tip: New Decision Makers can also find helpful information in the Decision Maker Administrator's Guide for Sky Accounts article.

Permissions

• You can manage all functionality available in your organization's Sky phone system via online access to the Account Portal and by contacting Support.
• Utilize the Account Portal, which provides convenient self-service functionality to do the following:
  • View invoices and payments and pay bills online (exclusive to Decision Makers and Billing Contacts)
  • Opt In or Opt Out of Receiving Paper Invoices by Mail (exclusive to Decision Makers and Billing Contacts)
  • Enable a partner to access to your account (exclusive to Decision Makers)
  • Request changes to your account's Music on Hold (exclusive to Decision Makers)
  • Access Account Details information
  • Access usage reports: Fax, Conference, Courtesy, Usage Without Services, and Usage Log
  • Access phone-based data in BI (Business Intelligence) reports and manage Report Subscriptions
  • Manage Emergency Registration Location Addresses for the users and locations in your account
  • Manage Call Restrictions and enable international dialing for the users in your account.
    • Note: All users in all accounts are initially restricted from dialing international phone numbers.
  • Manage Passwords for the users in your account
  • Perform User Management, which includes the following:
    • Add new users
    • Manage users' Phone Settings (Phone, Voicemail, Call Routing, Line Buttons, Emergency Location, Time of Day)
    • Manage users' Personal Information
      • Edit log in credentials, contact information, and locations
      • View active phone profiles and services, and add more Add-on Features
      • Add, edit, and remove (Authorized Contact) Roles
      • Manage email Notification Preferences
  • Manage changes to your company's call flow settings using the Call Flow Editor
  • Add new contacts to your Company Phonebook
  • Manage shared voicemail
  • Manage shared lines
  • Create and manage Groups and assign Team Managers to enable users to access BI Reports and restricted functionality
  • Add new Geographic Locations
  • Access to Announcements and User Activity Monitoring
  • View a list of all Phone Numbers for your account
  • Utilize Add-on Features to activate and manage services including the ability to add users, edit account settings, edit user settings, and delete users of any Add-on Feature service.
  • Utilize Application Integration Solutions to enable users who make numerous outbound calls to work more efficiently via computer and web-based applications that interact with the Sky phone system.
• Create a Support Case to communicate information to Support to:
  • Review billing information, make changes to Invoice Groups, request a credit, or file a billing dispute (exclusive to Decision Makers and Billing Contacts).
  • Resolve issues, request assistance, or request advanced functionality that is not available in the Account Portal, for example, the Reassign and Swap features.

Responsibilities

• Provide one NPS score annually.
• Maintain a business relationship with Sky.
• Assign additional Authorized Contact roles or fulfill those responsibilities.
• Read and respond to email communications regarding the account.
• Access the Trust Site at https://oneview.ringcentral.com/s/trust if your organization's Sky phone system experiences an outage or any issue that impacts the ability to make or receive calls.
• If any of the other Authorized Contact roles have not been designated, the responsibilities are assigned to the Decision Maker(s) for the account.

Phone Manager (PM)

The Phone Manager is responsible for the implementation and day-to-day management of the Sky Phone System for an organization or one or more locations.

There should be at least one Phone Manager designated for each location within an account. If no Phone Managers are designated for a location, the responsibilities are assigned to the account-level Phone Manager(s). If there are no Phone Managers designated for a location or the account, then the responsibilities belong to the Decision Maker(s) for the account.

• Tip: New Phone Managers can also find helpful information in the Phone Manager Administrator's Guide for Sky Accounts article.

Permissions

• You can manage many functions available in your organization's Sky phone system via online access to the Account Portal and by contacting Support.
• Utilize the Account\ Portal, which provides convenient self-service functionality to do the following. Note that items preceded with asterisks ** below are available to only account-level Phone Managers (not location-based Phone Managers).
  • Access Account Details information
  • Access usage reports: Fax, Conference, Courtesy, Usage Without Services, and Usage Log
  • Access phone-based data in BI (Business Intelligence) reports and manage Report Subscriptions
  • Manage Emergency Registration Location Addresses for the users and locations in your account
  • Manage Passwords for the users in your account
  • Manage Call Restrictions and enable international dialing for the users and locations in your account.
    • Note: All users in all accounts are initially restricted from dialing international phone numbers.
  • Perform User Management, which includes the following:
    • Add new users
    • Manage users' Phone Settings (Phone, Voicemail, Call Routing, Line Buttons, Emergency Location, Time of Day)
    • Manage users' Personal Information
      • Edit log in credentials, contact information, and locations
      • ** View active phone profiles and services, and add more Add-on Features
      • ** Add, edit, and remove (Authorized Contact) Roles
      • Manage email Notification Preferences
  • ** Manage changes to your company's call flow settings using the Call Flow Editor
  • **  Add new contacts into your Company Phonebook
  • **  Manage shared voicemail
  • **  Manage shared lines
  • Create and manage Groups and assign Team Managers to enable users to access BI Reports and restricted functionality
  • Add new Geographic Locations
  • Access to Announcements and User Activity Monitoring
  • View a list of all Phone Numbers for your account
  • Utilize Add-on Features to activate and manage services including the ability to add users, edit account settings, edit user settings, and delete users of any Add-on Feature service.
  • Utilize Application Integration Solutions to enable users who make numerous outbound calls to work more efficiently via computer and web-based applications that interact with the Sky phone system.
• Create a Support Case to communicate information to Support to:
  • Resolve issues, request assistance, or request advanced functionality that is not available in the Account Portal, for example, the Reassign and Swap features.

Responsibilities

• Provide one NPS score annually.
• Read and respond to email communications regarding the account.
• Communicate service impacting maintenance to the organization's end-users.
• Filter the support requests of the accounts' end-users and providing a point of contact for troubleshooting technical problems.
• Specify the business requirements for programming the phone system and signing off that the requested programming has been accurately performed.
• Access the Trust Site at https://oneview.ringcentral.com/s/trust if your organization's Sky phone system experiences an outage or any issue that impacts the ability to make or receive calls.
• If the Technical Contact and Emergency Contact roles have not been designated, the Phone Manager is responsible for fulfilling these roles

Billing Contact (BC)

• Billing Contacts can view and pay their account's monthly billing invoice via the "Invoices" tab at the bottom of the Account Details screen.
• Billing Contacts can also work with a Decision Maker for their account to access the Invoices & Payments screen to view and pay their account's monthly billing invoice and to manage Invoice Groups if needed. Additionally, Billing Contacts can work with any of the Phone Managers or Decision Makers for their account if they need to access any of the Usage reports.

The Billing Contact is usually an employee responsible for accounts payable or a controller. Some clients also assign the responsibility to an accounting department member. There should be at least one Billing Contact designated for an account. If no Billing Contact is designated, the responsibilities belong to the Decision Maker(s) for the account.

• Tip: New Billing Contacts can also find helpful information in the Billing Contact Administrator's Guide for Sky Accounts article.

Permissions

• Utilize the Account Portal, which provides convenient self-service functionality to do the following:
  • View invoices and payments and pay bills online (exclusive to Decision Makers and Billing Contacts)
  • Opt In or Opt Out of Receiving Paper Invoices by Mail (exclusive to Decision Makers and Billing Contacts)
  • Access Account Details information
  • Access usage reports: Fax, Conference, Courtesy, Usage Without Services, and Usage Log
  • Access to Announcements and User Activity Monitoring
  • Manage your own email Notification Preferences
• Create Create a Support Case to communicate information to Support to:
  • Review billing information, make changes to Invoice Groups, request a credit, or file a billing dispute (exclusive to Decision Makers and Billing Contacts)

Responsibilities

• Maintain the billing relationship with Sky.
• Review monthly invoice(s) and ensure payments are processed on time.
• Read and respond to email communications regarding billing for the account.

Technical Contact (TC)

The Technical Contact is usually a network administrator or IT consultant. The Technical Contact is responsible for the implementation and day-to-day management of the Local Area Network (LAN) for an organization or one or more locations.

There should be at least one Technical Contact designated for an account. There may also be Technical Contacts designated to specific locations within an account. If no Technical Contacts are designated to a location, the responsibilities are assigned to the Technical Contact(s) designated for the account. If no Technical Contacts are designated for the account, then the responsibilities are assigned to the Phone Manager(s) designated for the location (if there is one) or the account. If no Phone Managers are designated for a location or the account, then the responsibilities are assigned to the Decision Maker(s) for the account.

Permissions

• Enroll in Sky training classes regarding the network requirements for an Sky deployment
• Access to Announcements, User Activity Monitoring, and Geographic Locations in the Account Portal

Responsibilities

• Act as an on-site technical escalation point for implementation and support issues.
• Install and configure the Local Area Network (LAN), including switches and phones.
• Have some knowledge of network cabling, hardware devices, power sources, servers, firewalls, and IP addresses.
• Review the following documentation:
  • Data Network Best Practices (download this PDF to your computer to utilize the Table of Contents links)
  • Local Area Network (LAN)
  • Managed Routers
  • Off-net Backup Solution

Emergency Contact (EC)

The Emergency Contact is usually someone involved in the operations of the organization that is on-site at one particular location. The Emergency Contact is called upon to make decisions if there is ever an emergency affecting one or more locations. This is often the same type of person that volunteers to be a fire marshal.

There should be at least one Emergency Contact designated for each location within an account. If no Emergency Contacts are designated for a location, the responsibilities are assigned to the Emergency Contact(s) designated for the location (if there is one) or the account. If there are no Emergency Contacts designated for a location or the account, then the responsibilities are assigned to the Phone Manager(s) designated for the location (if there is one) or the account. If there are no Phone Managers designated for a location or the account, then responsibilities are assigned to the Decision Maker(s) for the account.

Permissions

• Contact Support to enact a Continuity Plan
• Access to Announcements, User Activity Monitoring, and Geographic Locations in the Account Portal

Responsibilities

• Serve as the first point of contact in the event of a service disruption at a particular location.
• Read and acknowledge/respond to email communications regarding the account.
• Answer and respond to calls/communications regarding emergency incidents.
• Communicate with the organization's staff regarding the status of emergency incidents.

View, Add, Edit, or Remove Authorized Contacts

Decision Makers and account-level Phone Managers can manage Authorized Contact roles from the Roles and Permissions tab of the Personal Information screen. Managing roles includes viewing, adding, and deleting roles, and changing the scope (account or location) of an existing role. For instructions to manage Authorized Contact roles for existing users, see the Roles and Permissions Tab section of the Personal Information article. For instructions to add Authorized Contact roles when creating new users, see the Add User article.

Decision Makers and Phone Managers can view and export a list of all of the authorized contacts for their account in the Authorized Contacts screen, which displays all contacts by role type (Decision Maker, Emergency, Technical, Billing, and Phone Manager). To access the Authorized Contacts screen:

1. Log in to Account Portal with business email address (username) and user password
2. Navigate to Organization > Account > Authorized Contacts
3. To view authorized contacts from a specific location, select the desired location from the "All locations" drop-down menu above the toolbar
4. To show more or less data on the screen, you can click the "Expand all groups" and "Collapse all groups" buttons in the toolbar, and click the + or - symbols next to the role label that begins each section of role types.

To learn how to customize your view of the data displayed in the tabular formatted Authorized Contacts screen, see the Tabular Formatted Screens article.