Getting Started

This information is intended to give you a quick start using AT&T eMaintenance by providing information on the following topics:

• System Requirements
• Configuring Your Internet Browser
  • Configuring Netscape
    • Netscape 4.7x Browsers
    • Netscape 6.x Browsers
  • Configuring Microsoft Internet Explorer
• Logging Into AT&T eMaintenance
  • Logging in from AT&T BusinessDirect
  • Logging Off from AT&T eMaintenance
    • AT&T BusinessDirect User Logoff
    • Troubleshooting
      • Clearing the Cache
        • Clearing Netscape Cache
        • Clearing Microsoft Internet Explorer Cache
      • Clearing Cookies
        • Clearing Netscape Cookies
        • Clearing Microsoft Internet Explorer Cookies
      • Other Browser Problems
        • IE Non-Secure Item Error
    • Creating a Circuit Ticket
    • Navigating AT&T eMaintenance Online Help

   

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  System Requirements

  Before you access AT&T eMaintenance, make sure that you meet the following configuration and settings requirements:
  • A PC (64 Mb memory) or workstation running a 32-bit operating system (i.e., Windows Millenium Edition [ME], Windows 2000, Windows XP [Home or Professional], HP-UX 10.02, or Sun Solaris 2.6)

  • Internet browser:

    Note about Supported Browsers: AT&T eMaintenance browser support is in compliance with browsers supported by AT&T BusinessDirect. If your browser is not one of those listed here, an error message pops up during the login process.

    • Windows browsers:
      • Netscape Communicator versions 6.1 and 6.2
      • Microsoft Internet Explorer versions 5.01 (upgraded with patch from version 5.0), 5.5, and 6.0

        Note about IE 5.0: Internet Explorer Version 5.0 without the patch upgrade to version 5.01 is not supported.

    • UNIX browsers:
      • Netscape Navigator, version 4.7x

  • Internet access - If you do not have direct access into the Internet and are using dial-up access, the recommended modem speed is 28.8 kbps or higher, depending on your Internet service provider.

  • Screen resolution set to a minimum of 1024 by 768 pixels

  • Proportional font set as Arial, size 12

  • Constant-width (fixed) font set as Courier New, size 11

  • Set the cache so that the browser always goes to the server

  • Enable your browser to accept cookies

  • Enable Javascript

  • Disable client-side Java applications and plug-ins

Configuring Your Internet Browser

• Netscape
• Microsoft Internet Explorer

Configuring Netscape

• Netscape 4.7x Browsers

• Netscape 6.x Browsers

Before configuring your Netscape browser, make sure you are using a supported browser. To determine your version, click "Help->About Netscape." (You can download the latest browser from home.netscape.com.)

Configuring Netscape 4.7x Browsers

1. Start up Netscape.

2. Select "Edit" in the main menu bar.

3. Click "Preferences."

4. In the Preferences window, click "Advanced."

5. If desired, set your cache preferences, as follows:
   1. If necessary, click the plus sign next to "Advanced" to display the options.

   2. Click "Cache."

   3. From the radio buttons in the Document in cache is compared to document on network section, select "Once Per Session," "Every Time," or "Never."

      "Every Time" assures that the page you see is always the latest, at the cost of slower performance. "Never" is the fastest option, but the page you see might be outdated.

6. Click the following checkboxes:
   • "Enable Java"
   • "Enable JavaScript"

7. In the Cookies section, click the radio button for "Accept all cookies."

8. Click "OK."

9. Select "Communicator" in the main menu bar.

10. Click "Tools."

11. Click "Security Info."

12. Click "Navigator."

13. Click the following checkboxes:
    • "Enable SSL v2"
    • "Enable SSL v3"

14. Click "OK."

Configuring Netscape 6.x Browsers

1. Start up your Netscape browser.

2. Select "Edit" in the main menu bar.

3. Click "Preferences."

4. In the "Preferences" pop-up window, under "Category" on the left side of the window, click on the arrow next to "Privacy and Security" to display the options for this category.

5. Click "Cookies."

   The right side of the screen now displays "Cookies" fields.

6. In the "Cookies" section, click the radio button for "Accept all cookies."

7. On the left side of the window under "Privacy and Security," click "SSL."

   The right side of the screen now displays "SSL" fields.

8. Under "SSL Protocol Versions," make sure the following checkboxes are selected:
   • "Enable SSL v2"
   • "Enable SSL v3"

9. In the "Preferences" pop-up window, under "Category" on the left side of the window, click on the arrow next to "Advanced" to display the options for this category.

   The right side of the screen now displays "Advanced" fields.

10. Click the following checkboxes:
    • "Enable Java"
    • "Enable JavaScript"
    • "Enable JavaScript for Mail & Newsgroups"

11. On the left side of the window under "Advanced," click "Cache."

12. From the radio buttons in the "Compare the page in the cache to the page on the network" section, select "Once per session," "Every time I view the page," or "Never."

    "Every Time" assures that the page you see is always the latest, at the cost of slower performance.

    "Never" is the fastest option, but the page you see might be outdated.

13. Click "OK" to submit all of your changes.

    The "Preferences" pop-up window closes.

Configuring Microsoft Internet Explorer

1. Start up Internet Explorer (you can download this browser from www.microsoft.com).

2. Select "Tools" in the main menu bar.

3. Click "Internet Options."

4. Click the "Advanced" tab.

5. Click the checkboxes in front of the following fields:
   • Under "Microsoft VM":
     • "Java logging enabled"
     • "JIT Compiler for virtual machine enabled"

   • Under "Security":
     • "Use SSL2.0"
     • "Use SSL3.0"

6. Click the "Security" tab.

7. Click the "Custom Level..." button.

8. Click the "General" tab.

9. In the "Temporary Internet files" section, click "Settings."

   The "Settings" window opens.

10. Under "Check for newer versions of stored pages", click the radio button next to "Every visit to the page."

11. Click "OK" in the "Settings" window.

    The "Settings" window closes.

12. Click "OK" at the bottom of the "Internet Options" window to close it.

Logging Into AT&T eMaintenance

• AT&T BusinessDirect

  Note about Logging in the First Time: When you log into AT&T eMaintenance for the first time, a "Terms and Conditions" screen appears. You can accept the terms to access AT&T eMaintenance or you can decline and return to the AT&T eMaintenance Login screen. After you accept the Terms and Conditions, this screen does not appear again.

   

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  Logging in from AT&T BusinessDirect

  Use the following steps listed to log into AT&T eMaintenance from AT&T BusinessDirect:

  1. In the "Address" or "Location" field on your browser's menu bar (depending on your Internet browser), type "https://www.AT&T BusinessDirect.att.com" into the text box.

     The AT&T BusinessDirect Log On screen appears.

  2. Type your login ID in the "User Name" field.

  3. Press the "Tab" key to move to the next field.

  4. Type your password in the "Password" field.

     An asterisk (*) appears for each character you type.

  5. Click "Login."
     • If your login information is accepted, the AT&T BusinessDirect Home Page screen (with the user's name on the top) appears.

     • If your login information is not accepted, an error message appears on your screen. Follow any instructions listed in the error message and then repeat the steps for logging in.

  6. Click the "Voice & Data Trouble Reporting (AT&T eMaintenance)" link.

     The AT&T eMaintenance Home Page screen appears.

     Note for Masquerading Users: If you are a masquerading user, the active subdivision group is displayed next to your company name in the Title Frame of the AT&T eMaintenance Home Page. If this is your initial login, the first subdivision group is the default active subdivision group. If there is no current active subdivision group, a message displays advising you to change the subdivision group. See Changing Active Subdivision for more information.

   

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  Logging Off from AT&T eMaintenance

  This section provides the procedures to log off from AT&T eMaintenance for AT&T BusinessDirect users.

  See the section that pertains to the platform you use:

  • AT&T BusinessDirect User Logoff

   

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  AT&T BusinessDirect User Logoff

  You should always log off from AT&T BusinessDirect when you have finished your AT&T eMaintenance work for the day. Logging off is wise for security reasons and also prevents problems if AT&T BusinessDirect or your PC shuts down unexpectedly.

  Unexpected shutdowns may cause AT&T BusinessDirect to think you are still logged in. See Troubleshooting to resolve such a problem.

   

  To log off from AT&T BusinessDirect, just click the "Logout" link near the upper righthand corner of whichever AT&T BusinessDirect screen you have up.

  This action returns you to the AT&T BusinessDirect Login screen. You are now officially logged out.

   

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  Troubleshooting

  If you:
  • Have not logged off AT&T BusinessDirect or your PC shuts down unexpectedly, AT&T BusinessDirect may think you are still logged in.

  • See a message asking you to log in again, but doing so does not clear the problem and the message reappears.

  • Are experiencing slow response time as you work.

  These common problems may be solved by clearing the cache or cookie files properly.

   

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  Clearing the Cache

  Sometimes simply clearing the cache cures the AT&T BusinessDirect login problem. In addition, clearing the cache can sometimes improve slow system response time.

  Before clearing the cache, make sure that you have closed all the browser windows and then restart the browser. Then follow the instructions in the appropriate section to clear the cache for your particular browser:

  • Clearing Netscape Cache

  • Clearing Microsoft Internet Explorer Cache

   

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  Clearing Netscape Cache

  Follow this procedure to clear the cache for a Netscape browser:
  1. Click "Edit."

  2. Click "Preferences."

  3. The "Preferences" pop-up window opens.

  4. Doubleclick "Advanced."

  5. Click "Cache."

  6. Click "Clear Memory Cache."

  7. Click "Clear Disk Cache."

  8. Click "OK" to close the "Preferences" pop-up window.

   

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  Clearing Microsoft Internet Explorer Cache

  Follow this procedure to clear the cache if your browser is Microsoft Internet Explorer:
  1. Click "Tools."

  2. Click "Internet Options."

     The "Internet Options" pop-up window opens.

  3. Click "General."

  4. Under the Temporary Internet Files heading, click "Delete Files" button.

     A pop-up confirmation window opens.

  5. Click "OK."

  6. Click "OK" to close the "Internet Options" pop-up window.

   

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  Clearing Cookies

  If clearing the cache does not correct the AT&T BusinessDirect login problem, you may need to edit or delete existing cookie files or directories.

  Before clearing cookies, make sure that you have closed all the browser windows. Then follow the appropriate section to edit or delete existing cookie files for your browser:

  • Clearing Netscape Cookies

  • Clearing Microsoft Internet Explorer Cookies

   

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  Clearing Netscape Cookies

  Follow this procedure to clear stale cookies if you are using a Netscape browser:
  1. Using Windows Explorer, click "Search."

  2. In the "Search for Files & Folders" section, in the "Search for files and folders named:" text box, type "*cookie*" (using asterisks as shown).

  3. Select all hard drives to search in the "Look in" field.

  4. Click "Search Now."

     Windows searches and displays all locations that include the word "*cookies*."

  5. Locate the first cookies.txt file.

  6. Using Notepad, open the first cookies.txt file you located.

  7. Delete entries that relate to AT&T eMaintenance, or delete all entries.

  8. Save and exit the file.

  9. Repeat steps 7-10 for any other cookies.txt files found on your PC.

  10. Open up your browser and try to log into AT&T BusinessDirect. If the message still appears, close all applications and reboot your PC before attempting to log into AT&T BusinessDirect again.

   

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  Microsoft Internet Explorer Cookies

  Follow this procedure to clear stale cookies if you are using a Microsoft Internet Explorer browser:
  1. Using Windows Explorer, click "Search."

  2. In the "Search for Files & Folders" section, in the "Search for files and folders named:" text box, type "*cookie*" (using asterisks as shown).

  3. Select all hard drives to search in the "Look in" field.

  4. Click "Search Now."

     Windows searches and displays all locations that include the word "*cookies*."

  5. Locate the "Cookies" directory.

  6. Open the "Cookies" directory.

  7. Click "Edit," then "Select All," and then "Delete" to delete all files in the "Cookies" directory.

  8. Open up your browser and try to log into AT&T BusinessDirect. If the message still appears, close all applications and reboot your PC before attempting to log into AT&T BusinessDirect again.

   

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  Other Browser Problems

  Other browser-type problems may occur from time to time. Some such problems may be specific to a certain browser and/or caused by certain options or preferences.

   

  IE Non-Secure Item Error

  When you click on AT&T eMaintenance options such as "Auto-Status" or "Circuit/Create Ticket," Internet Explorer sometimes pops up a dialogue box with a message similar to the following:

  "This page contains both secure and non-secure items. Do you want to display this page with non-secure items?"

  If clicking "Yes" causes an error stating that the page cannot be displayed, perform the following steps:

  1. Click the "Tools" menu.

  2. Select "Internet Options."

     The "Internet Options" pop-up window opens.

  3. Click the "Advanced" tab.

  4. Under the heading Browsing, deselect the option "Show friendly HTTP error messages" by clicking that checkbox.

  5. Click "OK" to submit this change.

     The "Internet Options" closes.

Creating a Circuit Ticket

Note about Getting Help: For more detailed information on this or any other procedure or topic, click the "Help Index" link found at the end of the lesson. The Help Index provides hyperlinks to descriptions for all AT&T eMaintenance procedures and Online Help sections.

If you want a description of a particular screen as you perform the procedure, in the upper righthand corner of that screen, click the icon.

After you have logged into AT&T eMaintenance, use the following steps to create a ticket for a circuit:

1. Click "Create Ticket" on the Navigation Bar at the top of the AT&T eMaintenance Home Page.

2. Do one of the following:

   • If you want to restrict your search to a particular network service, click the checkbox next to that service.

   • If you know the exact circuit, click "Query Specific Circuit," then enter the circuit ID in serial or telephone number format on the Query Specific Circuit screen.

   • If you know only part of a circuit ID, enter part of the circuit name along with the wildcard character "%" in the "Search String" field. Then click "Search for Circuits."

     Note about IPL Tickets: If you are located outside the USA and want to create a ticket on your AT&T International Private Line (IPL) service, you must use the corresponding AT&T circuit ID for the following circuit ID formats: ITU (CCITT), WorldSource, and Free Form (used by Telmex and Telnor in Mexico).

   • If you want to search based on MCN, circuit alias, or DLCI, click the appropriate radio button and enter at least one character in the text-entry box.

     Note about Verifying MCN: If you searched on MCN but the search did not find the circuit you wanted, check that the MCN is still in your group and subdivision list:

     1. Click the "Current MCN Group" hyperlink on the Circuit Inventory screen.

     2. At the Current MCN Group screen, check for the desired MCN. If it is not listed, click "Administer MCNs.".

     3. On the Creating/Editing an MCN Group screen, check the Provisioned MCNs List for the desired MCN.

     4. If the desired MCN is present, select it and click "Add to List" to add it to your current MCN group.

        If the desired MCN is not there, you are no longer provisioned for it. You may wish to check with your Company Administrator or AT&T Account Executive.

   • If you need to see all of your circuits, click "Display All Circuits" to display a list of all circuits.

   If you do not enter a search criteria, enter a wildcard string preceded by the % sign, or click "Display All Circuits," a pop-up window displays advising that you have selected an inefficient search method. It also displays a more efficient search method. (You can disable or enable this message from the View/Edit User Profile Screen.)

   Either click "OK" to continue your current search or click "Cancel" to change your search criteria.

   The Circuit Inventory screen appears with a table containing the circuits that match the criteria you searched on.

3. On the Circuit Inventory screen, select a circuit by clicking the radio button in the "Select Circuit" column for the appropriate circuit ID.

   A black dot appears in the radio button to mark it as selected.

4. Click "Create Ticket" to open the Create Ticket for Circuit screen. Required fields are indicated by boldface type. The "Clear Form" button restores the original values.

5. Select the appropriate Trouble Type from the pull-down menu.

6. If displayed, select "Y" or "N" for Do you want Service Assurance?.
   Note about Service Assurance: Customers of AT&T Inbound services may qualify for Service Assurance. Service Assurance is a feature that allows you to tell AT&T to reroute your Inbound voice service traffic to an alternate location whenever a service outage occurs. When you create a ticket, you can activate Service Assurance if the network service is one of the following:
   • Inbound Nodal
   • Inbound Switched
   • Shared Nodal

7. Select the appropriate Outage Condition from the pull-down menu.

8. Click "Yes" or "No" for Dispatch Authorized.

9. Click the appropriate radio button to indicate whether or not or when to Authorize Testing on the circuit, as follows:

10. Authorize Testing - select the appropriate radio button, as follows:
    • If this ticket is for a domestic Private Line, Nodal DS1, Frame Relay, ATM, or INCS circuit, select "Now" or "Later" to indicate when you want an intrusive circuit test to run.

      If you chose "Later," fill in the date and time fields. The time must be more than 15 minutes but less than 72 hours from the time you are creating the ticket.

      When You Choose "Now": Intrusive testing will be performed only if preliminary non-intrusive tests indicate a problem. At that point, an intrusive T1 test may be required in order to fully isolate your trouble.
      When You Choose "Later": Intrusive testing will be performed on this circuit on or about the scheduled time.

    • If this ticket is for a domestic Non-Nodal DS1 or DS3 circuit or for an international circuit, select "Yes" or "No" to indicate whether or not you authorize AT&T to perform an intrusive test on the circuit experiencing trouble.
      When You Choose "YES": Intrusive testing will be performed only if preliminary non-intrusive tests indicate a problem. At that point, an intrusive T1 test may be required in order to fully isolate your trouble.

    Note about Intrusive Testing: If you authorize or schedule testing, intrusive testing is performed only if preliminary non-intrusive tests indicate that there is a problem. At that point, an intrusive test may be required in order to fully isolate and resolve your trouble.

11. Click "Yes" or "Unsure" for Do you have power to your equipment?.
    Note about Power: If you select "No," you cannot create a ticket.

12. Select any CKL/Trouble Location(s) from the list by clicking the identifier(s). If you are using a PC, use the "Ctrl" key to select up to 13 items.

13. Enter and/or edit information as necessary in any or all of the optional fields.

14. Click "Submit Ticket."

15. At the Ticket Create Confirmation pop-up window, check the information pertaining to this ticket and, if correct, click "Submit."

16. When the Ticket Submission Confirmation message window appears, wait for the ticket number to appear. Record the ticket number.

17. End the procedure by doing one of the following steps:
    • Click the ticket number link to view the ticket.

    • Click "OK."

The procedures for creating a ticket for a phone number or Local service ID are similar.

Navigating AT&T eMaintenance Online Help

• Click the "Help Index" link that appears in the upper righthand corner of the Navigation Bar.

  The Help Index provides hyperlinks to all procedures, screen descriptions, and informational help pages in AT&T eMaintenance.

  For example, click "Creating a Ticket for a Phone Number" under "Using the AT&T eMaintenance Functions" in the Help Index to see the procedure to create a phone number ticket.

  The Help Index also contains a link to the Online Help Search screen, whence you can conduct a keyword search for help topics.

• Click in an AT&T eMaintenance screen's upper righthand corner to view a field-by-field explanation of that screen.

• In any active screen help window, click links that reference information related to the screen.

• Click any Help Index hyperlink (which are found throughout the AT&T eMaintenance help pages).

Copyright © 2017 AT&T. All rights reserved.

Version 34.01