Help & Support

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Customer Administrator

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Configuration tools for your phone system

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As the Customer Administrator (CA), your role is broken into two levels:

  • A Customer Enterprise Administrator (CEA), and
  • A Customer Group Administrator (CGA).

As a CEA your role is to administer the Telstra IP Telephony advanced services across the entire enterprise. You do not have access to administer any services at the group/user level.

As the CGA, your role is to administer the Telstra IP Telephony service for a group/site or a number of group/sites. It is your responsibility to configure users and group services. Importantly, you are also the central point of contact for reporting of faults and requests for billable adds, moves and changes (AMCs) for phone users in your groups.

Customer Administrator Roles and Responsibilities (PDF, 282kB)

Customer Administrator Reference Manual (PDF, 14.3MB)

This website has a range of resources to ensure that you are adequately equipped to fulfil this function.

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Label: Feature guides

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User manuals

The User manual provides extensive operating instructions on Call Centre features and functionality

Customer Administrator Reference Manual (PDF, 14.3MB)

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Technical information

Customer Administrators

(Any new enterprise, group or site provisioned after 18 April 2011, will be configured to use Device Management System.)

Customer Detailed Integration Guide (PDF, 2.08MB)

TIPT Lync 2010 Configuration Guide (PDF, 1.90MB)

TIPT Lync 2013 Configuration Guide (PDF, 1.18MB)

TIPT Customer Group Administrator Checklist (PDF, 84kB)

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Adds, moves and changes

The TIPT Add, Move and Changes tool allows you to request the following types of changes to your TIPT service:

  • Add/remove quantity of authorised service packs
  • Upgrade and downgrade quantity of authorised service packs
  • Add/remove group service (Call Centre, Hunt Group, Auto Attendant, Group Conferencing)
  • Configure complex services
  • Add/remove/modify the Customer Administrator
  • Modify Enterprise Profile
  • Order new CPE
  • Request additional training

For other changes, such as adding a TIPT group or a new number range, please contact your Telstra Account Executive.

The terms and conditions set out in your agreement with us apply to any add, move or change made using the Add, Move and Changes Tool.

To use the TIPT Adds, Moves and Changes tool, log in with Your Telstra Tools credentials.

If you are an Authorised Representative, you can enrol for access to this tool via Your Telstra Tools.

For instructions on how to register and use the TIPT Add, Move and Changes Tool, refer to the TIPT Add, Move & Changes Quick Reference Guides.

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Service performance

Service performance, call records and customer trouble reporting

As a TIPT Customer Administrator you have access to a reporting system that provides useful data about the voice quality and service performance of your TIPT service. Also included is call usage data showing the types of calls and the volume of calls made and received from your TIPT service.

Three TIPT performance portlets are available:

  • TIPT Service Performance Reporting - providing reports on: Service Availability, Call Quality, Call Success Rate and Post-Dial Delay.
  • TIPT Call Record Reporting - providing reports on: Incoming Calls, Outgoing Calls, Voice Mailbox usage and Voice Mailbox diversion.
  • TIPT Customer Trouble Reporting - providing reports on: CTRs raised by cause description, Duration, FNN, Total open and closed, Time to diagnose fault etc.

To use the TIPT Reporting tools, log in with Your Telstra Tools credentials.

If you are an Authorised Representative, you can enrol for access to this tool via Your Telstra Tools.

For instructions on how to register and use the TIPT Reporting Tools, refer to the TIPT Reports User Guide.

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Further support

For “How-to” support the How-to Help Desk can be contacted on 1800 648 116 from 8am to 8pm AEST.

If you are experiencing any problems please contact your Customer Administrator.

If you cannot resolve your issue or problem using the resources on this website, contact the Telstra IP Telephony Helpdesk - 1800 287 289 24 hours per day.

Contact channels

Useful links

TIPT Links
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