TELUS Business Evolve Toll Free Web Access User Guide

: June 12, 2024
: TELUS Business

TELUS Business Evolve Toll Free Web Access

Customer Announcements

Announcements are recorded in the Intelligent Services Platform or ISP, which belongs to TELUS. You dial into the TELUS ISP to record your announcements using the Toll Free number (1-877-807-0007). Recording an announcement requires that you have a 5 digit Announcement ID and an 8 digit PIN set up in advance. The Announcement ID and PIN are specified in the
The Announcements can be up to 4 minutes in length. The same announcement can be used across multiple Toll Free numbers, if required, without the need to re-record the announcement for each Toll Free number. For example, with a shared Call Prompter announcement, each Toll Free number using the same shared announcement can be set up with different terminations even though the same announcement is used across multiple Toll Free numbers. With a shared announcement, if you need to change it, the announcement may be accessed via any of the Toll Free numbers that are sharing the announcement.
You can access the Customer Announcement page (in VIEW mode) by clicking the Customer Announcement link in the Toll Free menu navigational bar, or clicking an Announcement pushpin icon

View Toll Free Plan page
Database Route page
Courtesy Response page
Enroute Announcement page
Call Prompter page

Managing a Customer Announcement

The Announcement ID and 5/8-digit PIN need to be established prior to using the announcement in an announcement feature. Once added, the Announcement will be available in the drop down list for selection within all announcement features.
When using an announcement feature in your routing, the parameters of an announcement can be changed once in Edit mode.
Before you provision an announcement feature, it might be helpful to read this section so that you understand the layout of the Customer Announcement page.

Max. Number of Retries: The maximum number of retries refers to the number of attempts the caller is given to enter the digits when using Call Prompter or Database Routing feature. The default is set to 2 tries.
Start Time-Out: Refers to the number of seconds allowed before the caller enters the first digit in a Call Prompter or Database Routing feature. Default is set to 2.
Total Time-Out: Refers to the number of seconds that the caller has to complete entering the digits in Database Routing feature. Default is set to 5.
Star and Pound Key Functions: Refers to a Call Prompter feature. Default is set to Normal. Normal is when the star key is used to go back one menu level, and the pound key is used to repeat the announcement. Backwards is when the pound key is used to go back on menu level, and the star key is used to repeat the announcement.
Inter-Digit Time-Out: Refers to the number of seconds allowed to the caller between the digits entered when using a Call Prompter or Database Routing feature. Default is set to 2.
Authorization PIN: The PIN number used when recording your announcement in the TELUS ISP. The authorization PIN number must contain exactly 8 digits and is specific to each Toll Free service.
Announcement ID: The 5 digit identifier assigned to the Announcement. (*This cannot be changed once assigned).
Customer Announcement: The description given to the Announcement. (*This cannot be changed once assigned).

Creating a Customer Announcement

To create a Customer Announcement:

Navigate to the Customer Announcement page using the link in the Toll Free menu, or the pushpin icon from any announcement feature page.
Note For the purpose of these instructions, the Customer Announcement page will be accessed using the link in the Toll Free menu.
Enter a 5 digit Announcement ID.
Enter a Customer Announcement name. Use something meaningful to you to help you differentiate between various announcements. *Remember, once you have assigned an Announcement ID and Customer Announcement name, you cannot change or re-name them. You can change the recording of the message, but not the ID or name.
Click on the Add button.

Viewing an Announcement

To view announcements, you can access the Customer Announcement page (in VIEW mode) by clicking the Customer Announcement link in the Toll Free menu, or clicking an Announcement pushpin icon in one of the following pages:

View Toll Free Plan page
Database Route page
Courtesy Response page
Enroute Announcement page
Call Prompter page

If there are multiple pages of announcements, use the left and right scroll buttons to navigate through them.

Managing Courtesy Response

The Courtesy Response feature routes calls to customized pre-recorded announcements.
A Courtesy Response announcement, like a terminating number, is a terminating node.

About the Courtesy Response Screen

Before you provision Courtesy Response, it might be helpful to read this section so that you understand the layout of the Courtesy Response page.

Feature Name: The name of the feature. Defaults to CR001 – this means CR (Courtesy Response), 001 – the first appearance of this feature. Rename the feature to something meaningful to you. It will help you better understand the routing of this service as well as help to identify the feature in the event you wish to re-use this node.
Announcement: Select the announcement you want to use from the drop down list.
This is a list of all of your available Announcements.
Description: This field is used to enter a brief description regarding what is contained in the recorded message. The field can contain up to 40 characters. This is not a mandatory field, and can be left blank if desired.
Repeat Message: Select this if you want the message to repeat. The message will repeat 10 times when this is selected. Otherwise, the message will only play once.

Provisioning Courtesy Response

To provision a Courtesy Response feature:
Note
For the purpose of these instructions, the announcement feature will be added as the first and only feature in the service.

Note
For the purpose of these instructions, the announcement feature being added will be a new appearance of the feature, and not a copy of an existing announcement feature.

Navigate to the Toll Free Order tree page.
Click on Create Preplan to start Plan creation
Click on the Remarks pushpin icon to enter a remark about the change you are making.
• Click on Save, and then go back to the Toll Free Order tree page.
From the Select Feature or Termination drop down list, in the “Select New Node” section at the top of the list, select Courtesy Response.
• If you were adding an existing Courtesy Response feature, you would select it from the lower portion of the Select Feature or Termination list in the section labelled “Select Existing Node”.
Click the Save button. *Note the corresponding feature folder appears in the Toll Free
Service Tree after clicking Refresh button.
The Courtesy Response page appears.
Enter a Feature Name that will be relevant to the routing.
From the Announcement drop down list, select an announcement.
• Click on the announcement tab
– Ensure the Authorization Pin is entered. If not, enter it. *Remember this is the Pin number that will be required to make any changes to the recording.
– Make any changes to the parameters of the announcement as required – See Managing a Customer Announcement on page 4 for more details on field descriptions.
– Click Save.
Click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored.
Click on the YES.
• The Toll Free Orders List page appears displaying a record of the service.
• Use the refresh button to ensure the order goes to a Completed status.

Viewing a Courtesy Response

You may want to view the details of a plan’s Courtesy Response feature.

To view a Courtesy Response feature:

Navigate to the View Toll Free Service or View Toll Free Service Order page.
• View Toll Free Service from the Service List to view the current routing.
• View Toll Free Service Order from the Toll Free Orders list to view the routing for a particular order (not necessarily how it is actually routing in the switch).
Click on the desired CR (Courtesy Response) folder in the Toll Free Service Tree.
• The corresponding Courtesy Response page appears.
View the desired information.
• If you need to view the Announcement Pin number or you want to see what parameters have been applied to this announcement, click on the Customer Announcement tab.

Modifying a Courtesy Response

You may want to modify a courtesy response.

To modify a Courtesy Response feature:

Navigate to the View Toll Free Service or View Toll Free Service Order page.
• View Toll Free Service from the Service List to modify the current routing.
• View Toll Free Service Order from the Toll Free Orders list to modify the routing for a particular order (not necessarily how it is actually routing in the switch).
*Remember, you can only edit orders with a status of Held, Pending or Rejected.
Click the Modify button at the bottom of the page.
Click on the Remarks tab to enter a remark about the change you are making.
• Click on Save, and then use the Order List tab to go back to the Toll Free Plan Order page.
Click on the desired Courtesy Response (CR) folder in the Toll Free Service Tree.
Make the desired changes:
• Change the Feature Name.
• Change the Announcement.
• Change the Pin number or parameters for this announcement.
– Click on the tab beside the Announcement field.
• Change the Description of the announcement.
• Turn on (or off) the Repeat Message.
Click on the Save button in the bottom of the page.
Click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored. -> Click “Yes”.
• The Toll Free Orders List page appears displaying a record of the service.
• Use the refresh button to ensure the order goes to a Completed status.

Removing a Courtesy Response

Removing a feature means that you are actually replacing that feature with another feature or Terminating Number. You can replace a feature by either adding a new feature and its details or by adding an existing feature. For example, when removing a Courtesy Response feature, you can select any feature from the “Select New Node” section at the top of the Select Feature or Termination drop down list. Then you can click the Save/New button to provide the details of the new feature. Alternately, you can select an existing feature or Terminating Number from the “Select existing Node” section at the bottom of the Select Feature or Termination drop down list.
Then you can click the Save/Add button to add the existing feature or Terminating Number.

Note
A Courtesy Response feature provisioned using the Select Feature or Termination drop down list in another feature’s page is a child to that feature and will appear below it in the Toll Free Service Tree. The actual steps to removing the Courtesy Response feature are the same no matter what the location of the feature on the Toll Free Service Tree. If a feature is a child, you have to navigate to the feature’s parent (the folder above it) and remove it from there. Simply put, you have to remove a feature from the Select Feature or Termination drop down list in which you entered it in the first place.
The instructions below assume that the Courtesy Response that you are removing was provisioned using the Select Feature or Termination drop down list on the Toll Free Plan Order page. In other words, the Courtesy Response feature is the first feature on the Toll Free Service Tree.

To remove a Courtesy Response feature:

Navigate to the View Toll Free Service page.
• Access the View Toll Free Service from the Service List.
Click the Modify button at the top of the page.
Click on the Remarks tab to enter a remark about the change you are making.
• Click on Save, and then use the Order List tab to go back to the Toll Free Plan Order page.
On the Toll Free Service Tree, click on the folder for the parent feature of the Courtesy Response you are trying to remove (this would be the folder above the Courtesy Response folder). If it is the first feature in the Toll Free Service Tree, then click on the Primary plan folder.
From the Select Feature or Termination drop down list, select a new or existing feature or Terminating Number.
• Click Save – to add an existing Terminating Number or feature or to create a new feature.
Click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored.
– Click on “YES”.
• The Toll Free Orders List page appears displaying a record of the service.
Use the refresh button to ensure the order goes to a Completed status.

Note
A plan must always have at least one answering location (i.e. a Terminating Number or a courtesy response). If you have removed a feature that contains the only answering location of a service, you will not be able to provision the order. You will need to define this prior to provisioning your order.
Note
Once you remove a particular feature and click on the Provision button, that feature will no longer be listed under the section called Select Existing Node in the Select Feature or Termination drop down list. If you wish to re-use the feature for the same service in another part of the Toll Free Service Tree, make sure you do this before you provision your order or you will have to re- create the feature from scratch.

Managing Enroute Announcements

The Enroute Announcement feature allows you to insert an announcement between two features. In other words, it routes calls to a customized recorded announcement before routing them to a designated answering location.
The Enroute Announcement feature is like a courtesy response feature that then routes callers to another feature or terminating number.

About the Enroute Announcement Screen:

Before you provision Enroute Announcement, it might be helpful to read this section so that you understand the layout of the Enroute Announcement page.

Feature Name: The name of the feature. Defaults to EA001 – this means EA (Enroute Announcement), 001 – the first appearance of this feature. Rename the feature to something meaningful to you. It will help you better understand the routing of this service as well as help to identify the feature in the event you wish to re-use this node.
Announcement: Select the announcement you want to use from the drop down list. This is a list of all of your available Announcements.
Remarks : Anytime that a change to the service is issued you should enter a remark. Enter remark in format- YYYY/MM/DD Your Name, brief remark of what has been done on order.
Note Anywhere there is a Remarks tab; it takes you to a central field, so no need to enter Remarks on every screen. Once per order is sufficient.
Interrupt : Select this option if you wish the caller to be able to press a digit on the keypad to interrupt the Enroute Announcement and be directed to the next Terminating Number or feature in the call path.
Description : This field is used to enter a brief description regarding what is contained in the recorded message. The field can contain up to 40 characters. This is not a mandatory field, and can be left blank if desired.
Next Feature or Termination : The Terminating Number or feature to which a call will be routed after the Enroute Announcement message.

Provisioning Enroute Announcement

To provision an Enroute Announcement feature:
Note
For the purpose of these instructions, the announcement feature will be added as the first
feature in the service.
Note
For the purpose of these instructions, the announcement feature being added will be a new appearance of the feature, and not a copy of an existing announcement feature.

Navigate to the Toll Free Plan Order page.
Click on the Remarks tab to enter a remark about the change you are making.
• Click on Save, and then use the Order List to go back to the Toll Free Plan Order page.
From the Select Feature or Termination drop down list, in the “Select New Node” section at the top of the list, select Enroute Announcement.
• If you were adding an existing Enroute Announcement feature, you would select it from the lower portion of the Select Feature or Termination list in the section labelled “Select Existing Node”.
Click the Save button. *Note the corresponding feature folder appears in the Toll Free Service Tree after clicking Refresh button
The Enroute Announcement page appears.
Enter a Feature Name that will be relevant to the routing.
From the Announcement drop down list, select an announcement.
• Click on the announcement tab
– Ensure the Authorization Pin is entered. If not, enter it. *Remember this is the Pin number that will be required to make any changes to the recording.
– Make any changes to the parameters of the announcement as required – See Managing a Customer Announcement on page 4 for more details on field descriptions.
– Click Save.
Click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored.
Click on the YES button.
• The Toll Free Orders List page appears displaying a record of the service.
• Use the refresh button to ensure the order goes to a Completed status.

Viewing an Enroute Announcement

You may want to view the details of a plan’s Enroute Announcement feature.
To view an Enroute Announcement feature:

Navigate to the View Toll Free Service or View Toll Free Service Order page.
• View Toll Free Service from the Service List to view the current routing.
• View Toll Free Service Order from the Toll Free Orders list to view the routing for a particular order (not necessarily how it is actually routing in the switch).
Click on the desired EA (Enroute Announcement) folder in the Toll Free Service Tree.
• The corresponding Enroute Announcement page appears.
View the desired information.
• If you need to view the Announcement Pin number or you want to see what parameters have been applied to this announcement, click on the Customer Announcement tab.

Modifying an Enroute Announcement

You may want to modify an Enroute Announcement.

To modify an Enroute Announcement feature:

Navigate to the View Toll Free Service or View Toll Free Service Order page.
• View Toll Free Service from the Service List to modify the current routing.
• View Toll Free Service Order from the Toll Free Orders list to modify the routing for a particular order (not necessarily how it is actually routing in the switch).
*Remember, you can only edit orders with a status of Held, Pending or Rejected.
Click the Modify button at the top of the page.
Click on the Remarks tab to enter a remark about the change you are making.
• Click on Save, and then use the Order List to go back to the Toll Free Plan Order page.
Click on the desired Enroute Announcement (EA) folder in the Toll Free Service Tree.
Make the desired changes:
• Change the Feature Name.
• Change the Announcement.
• Change the Pin number or parameters for this announcement.
– Click on the tab beside the Announcement field.
• Turn on (or off) the Interrupt feature.
• Change the Description of the announcement.
• Change the Select Feature or Termination.
Click on the Save button.
Click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored.
– Click on the YES button.
• The Toll Free Orders List page appears displaying a record of the service.
• Use the refresh button to ensure the order goes to a Completed status.

Removing an Enroute Announcement

Removing a feature means that you are actually replacing that feature with another feature or Terminating Number. You can replace a feature by either adding a new feature and its details or by adding an existing feature. For example, when removing an Enroute Announcement feature, you can select any feature from the “Select New Node” section at the top of the Select Feature or Termination drop down list. Then you can click the Save button to provide the details of the new feature. Alternately, you can select an existing feature or Terminating Number from the “Select existing Node” section at the bottom of the Select Feature or Termination drop down list.
Then you can click the Save/Add button to add the existing feature or Terminating Number.

Note
An Enroute Announcement feature provisioned using the Select Feature or Termination drop down list in another feature’s page is a child to that feature and will appear below it in the Toll Free Service Tree. The actual steps to removing the Enroute Announcement feature are the same no matter what the location of the feature on the Toll Free Service Tree. If a feature is a child, you have to navigate to the feature’s parent (the folder above it) and remove it from there. Simply put, you have to remove a feature from the Select Feature or Termination drop down list in which you entered it in the first place.
The instructions below assume that the Enroute Announcement that you are removing was provisioned using the Select Feature or Termination drop down list on the Toll Free Plan Order page. In other words, the Enroute Announcement feature is the first feature on the Toll Free Service Tree.

To remove an Enroute Announcement feature:

Navigate to the View Toll Free Service page.
• Access the View Toll Free Service from the Service List.
Click the Modify button at the top of the page.
Click on the Remarks tab to enter a remark about the change you are making.
• Click on Save, and then use the Order List to go back to the Toll Free Plan Order page.
On the Toll Free Service Tree, click on the folder for the parent feature of the Enroute Announcement you are trying to remove (this would be the folder above the Enroute Announcement folder). If it is the first feature in the Toll Free Service Tree, then click on the Primary plan folder.
From the Select Feature or Termination drop down list, select a new or existing feature or Terminating Number.
Click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored.
– Click on the YES button.
• The Toll Free Orders List page appears displaying a record of the service.
Use the refresh button to ensure the order goes to a Completed status.

Managing Call Prompter

The Call Prompter Routing feature is very similar to the Database Routing feature since it routes calls based on the digits that callers enter. The difference between Call Prompter and Database Routing is that Call Prompter only allows callers to select from a menu (digits 0 to 9) whereas Database Routing allows callers to enter up to 24 digits that can represent account numbers, social insurance numbers, etc.
The Call Prompter feature can be anywhere in the call flow which means any feature can come before it and any feature can come after it.

About the Call Prompter Page:

Before you provision a Call Prompter feature, it might be helpful to read this section so that you understand the layout of the Call Prompter page.

Feature Name : The name of the feature. Defaults to CP001 – this means CP (Call Prompter), 001 – the first appearance of this feature. Rename the feature to something meaningful to you. It will help you better understand the routing of this service as well as help to identify the feature in the event you wish to re-use this node.
Announcement : Select the announcement you want to use from the drop down list. This is a list of all of your available Announcements.
Default Key:
– Maximum # of Retries (97) – Default is set at 2. To change the number of retries, go to the Customer Announcement screen to make the change. Can be set from 0 to 9 tries. The number of retries pertains to the number of times a caller can make an invalid selection before the call is routed somewhere else.

– Maximum # of Retries (97) – Default is set at 2. To change the number of retries, go to the Customer Announcement screen to make the change. Can be set from 0 to 9 tries. The number of retries pertains to the number of times a caller can make an invalid selection before the call is routed somewhere else.
– Timeout (98) – Default is set at 2 (first digit must be entered within 2 seconds). To change the number of seconds before the call times out, go to the Customer Announcement screen to make the change. Can be set from 0 to 9 seconds. If Timeout condition is not defined, and the caller doesn’t enter a selection within 2 seconds the call gets routed to a message: “Sorry we did not receive your response”. This message plays once in English then again in French. The message is played 3 times and if still no selection made, then the call routes to whatever is defined in the Default Next field.
– Invalid Digit (99) – Number of times you can try to enter a digit is defined in the Maximum # of Retries field on the Customer Announcement screen. Default is set at 2. Can be set from 0 to 9 tries. If an invalid digit is entered, the call gets routed to a message: “Sorry that entry is invalid”. The message plays once in English then again in French. If an invalid digit is entered more than twice, the call routes to whatever is defined in the Default Next field.
Key Number: The digits that callers enter so that they may be routed accordingly. Selection choices are 0 – 9, 97, 98, 99, # and . See Default field descriptions above for more information on 97, 98 & 99 selections.
Name Menu Choice: A description of each key number.
Select Feature of Termination: The feature or termination number to which callers will be routed upon selecting a digit.

Provisioning Call Prompter

The Call Prompter feature routes callers based on the digit they enter.
To provision the Call Prompter feature:
Note
For the purpose of these instructions, the announcement feature will be added as the first and only feature in the service.
Note
For the purpose of these instructions, the announcement feature being added will be a new appearance of the feature, and not a copy of an existing announcement feature.

Note
For the purpose of these instructions, the Default Next and the Select Feature or Termination will be routed to a Terminating Number.

Navigate to the Toll Free Plan Order page.
Click on the Remarks tab to enter a remark about the change you are making.
• Click on Save, and then use the Order List to go back to the Toll Free Plan Order page.
From the Select Feature or Termination drop down list, in the “Select New Node” section at the top of the list, select Call Prompter.
• If you were adding an existing Call Prompter feature, you would select it from the lower portion of the Select Feature or Termination list in the section labelled “Select Existing
Node”.
Click the Save/New button. *Note the corresponding feature folder appears in the
Toll Free Service Tree after Refresh button.
The Call Prompter page appears.
Enter a Feature Name that will be relevant to the routing.
From the Announcement drop down list, select an announcement.
• Click on the announcement pushpin icon
– Ensure the Authorization Pin is entered. If not, enter it. *Remember this is the Pin number that will be required to make any changes to the recording.
– Make any changes to the parameters of the announcement as required – See Managing a Customer Announcement on page 4 for more details on field descriptions.
– Click Save.
In the Default Key field:
In the first field, one of the conditions must be defined – *See Default Key field descriptions (page 20) for more information on 97, 98 & 99 selections. If there is a requirement to define more than one condition, (if all conditions need to route to different Terminating Numbers or features), see step 9.
From the Key Number drop down list, select the digit a caller may enter. Note you can also define 97, 98 & 99 – See Default Key field descriptions (page 20) for more information on 97, 98 & 99 selections. You also have the option of specifying where the calls should route when the # and * keys are entered.
Enter the Name Menu Choice with something relevant to where the call is going to route i.e. Sales Office or Receptionist desk etc.
From the Select Feature or Termination drop down list, select the feature or Terminating Number to which the Key Number selected will be routed.
Click Add to add the Terminating Number.
Repeat steps 9 to 12 to add additional Key Numbers.
When finished entering Key Numbers, click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored.
Click on the YES button.
• The Toll Free Orders List page appears displaying a record of the service.
• Use the refresh button to ensure the order goes to a Completed status.

Viewing a Call Prompter

You may want to view the details of a plan’s Call Prompter feature.
To view a Call Prompter feature:

Navigate to the View Toll Free Service or View Toll Free Service Order page.
• View Toll Free Service from the Service List to view the current routing.
• View Toll Free Service Order from the Toll Free Orders list to view the routing for a particular order (not necessarily how it is actually routing in the switch).
Click on the desired CP (Call Prompter) folder in the Toll Free Service Tree.
• The corresponding Call Prompter page appears.
View the desired information.

Modifying a Call Prompter

You may want to modify a Call Prompter.

To modify a Call Prompter feature:

Navigate to the View Toll Free Service or View Toll Free Service Order page.
• View Toll Free Service from the Service List to modify the current routing.
• View Toll Free Service Order from the Toll Free Orders list to modify the routing for a particular order (not necessarily how it is actually routing in the switch).
*Remember, you can only edit orders with a status of Held, Pending or Rejected.
Click the Modify button at the top of the page.
Click on the Remarks tab to enter a remark about the change you are making.
• Click on Save, and then use the Order List to go back to the Toll Free Plan Order page.
Click on the desired Call Prompter (CP) folder in the Toll Free Service Tree.
Make the desired changes:
• Change the Feature Name.
• Change the Announcement.
• Change the Pin number or parameters for this announcement.
– Click on the pushpin icon beside the Announcement field.
• Change the Default Next condition and/or Terminating Number or feature.
• Change the Key Number, Name Menu Choice or Select Feature or Termination.
– Remove the existing routing by selecting the checkbox next to it in the list in the middle of the page.
– Click on the Remove button.
– Re-enter the Key Number, Name Menu Choice and Select Feature or Termination.
lick on the Save button in the top right hand corner of the page.
Click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored.
• Click on the YES button.
• The Toll Free Orders List page appears displaying a record of the service.
• Use the refresh button to ensure the order goes to a Completed status.

Removing a Call Prompter

Removing a feature means that you are actually replacing that feature with another feature or Terminating Number. You can replace a feature by either adding a new feature and its details or by adding an existing feature. For example, when removing a Call Prompter feature, you can select any feature from the “Select New Node” section at the top of the Select Feature or Termination drop down list. Then you can click the Save button to provide the details of the new feature. Alternately, you can select an existing feature or Terminating Number from the “Select existing Node” section at the bottom of the Select Feature or Termination drop down list. Then you can click the Save button to add the existing feature or Terminating Number.

Note
A Call Prompter feature provisioned using the Select Feature or Termination drop down list in another feature’s page is a child to that feature and will appear below it in the Toll Free Service Tree. The actual steps to removing the Call Prompter feature are the same no matter what the location of the feature on the Toll Free Service Tree. If a feature is a child, you have to navigate to the feature’s parent (the folder above it) and remove it from there. Simply put, you have to remove a feature from the Select Feature or Termination drop down list in which you entered it in the first place.
The instructions below assume that the Call Prompter that you are removing was provisioned using the Select Feature or Termination drop down list on the Toll Free Plan Order page. In other words, the Call Prompter feature is the first feature on the Toll Free Service Tree.

To remove a Call Prompter feature:

Navigate to the View Toll Free Service page.
• Access the View Toll Free Service from the Service List.
Click the Modify button at the top of the page.
Click on the Remarks tab to enter a remark about the change you are making.
• Click on Save, and then use the Order List to go back to the Toll Free Plan Order page.
On the Toll Free Service Tree, click on the folder for the parent feature of the Call Prompter you are trying to remove (this would be the folder above the Call Prompter folder). If it is the first feature in the Toll Free Service Tree, then click on the Primary plan folder.
From the Select Feature or Termination drop down list, select a new or existing feature or Terminating Number.
Click on the Primary plan folder in the Toll Free Service tree.
Select Immediate, or enter a future Due Date/Time for your order.
Click on the Provision button.
• A Reminder page appears with a message to complete the US SMS record for this customer. This is a message for the TELUS provisioners and can be ignored.
– Click on the YES button.
• The Toll Free Orders List page appears displaying a record of the service.
Use the refresh button to ensure the order goes to a Completed status.

Customer Support

For Toll Free assistance, please contact us at:
[email protected] or
M-F: 1-866-880-4510
For after-hours preplan activation and support only, please contact us at:
1-877-807-8883
Please note that a service charge will apply if TELUS activates
or deactivates your plan

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