There should be at least one person assigned to each of the available roles. A description of each role is included in this section. For information about assigning Authorized Contact roles to users on your account, see Viewing and Assigning Roles and Permissions.
If no one is assigned to a role, the responsibilities for that role are reassigned as follows:
Emergency Contact - If no Emergency Contact is designated for a location, the responsibilities are assigned to the Emergency Contact designated for the account. If no Emergency Contact is designated for the account, the responsibilities are assigned to the Phone Manager designated for the location or the account.
Technical Contact - If no Technical Contact is designated for a location, the responsibilities are assigned to the Technical Contact designated for the account. If no Technical Contact is designated for the account, the responsibilities are assigned to the Phone Manager designated for the location or the account.
Phone Manager - If no Phone Manager is designated for a location, the responsibilities are assigned to the Phone Manager designated for the account. If no Phone Manager is designated for a location or the account, the responsibilities are assigned to the Decision Maker designated for the account.
Billing Contact - If no Billing Contact is designated for the account, the responsibilities are assigned to the Decision Maker for the account.
Decision Maker (DM)
The Decision Maker is usually a corporate officer and the person who signed the original order form with Mitel. At least one person must be designated as a Decision Maker for an account at all times.
Rights
As a Decision Maker, you have the following rights:
You have access to all the self-service functions in the Connect Portal, including billing and support functions.
You can add users to your account and assign roles to those users.
You can contact Mitel Support to open service requests or to request advanced functionality that is not available in the Connect Portal.
You can activate, deactivate, and manage Add-On features for users in your organization.
Responsibilities
As a Decision Maker, you have the following responsibilities:
You are responsible for maintaining the business relationship with Mitel.
You are responsible for assigning Authorized Contact roles to others in your organization. If you choose not to assign roles to others, you are responsible for fulfilling those roles yourself.
You are responsible for reading and acknowledging or responding to email communications regarding the account.
Phone Manager (PM)
The Phone Manager is responsible for the implementation and day-to-day management of the Mitel MiCloud Connect phone system. A Phone Manager can be designated for a location, multiple locations, or the entire organization.
Rights
As a Phone Manager, you have the following rights:
You have access to self-service functions in the Connect Portal.
You can add users to your account or location and assign roles to those users.
NOTE: A Phone Manager cannot assign the role of Decision Maker or Billing Contact
You can contact Mitel Support to open service requests or to request advanced functionality that is not available in the Connect Portal.
You can activate, deactivate, and manage Add-On features for users in your organization.
You will receive upcoming maintenance notifications.
Responsibilities
As a Phone Manager, you have the following responsibilities:
You are responsible for reading and acknowledging email communications regarding the account.
You are responsible for specifying the business requirements for the phone system programming and signing off that the phone system programming requested is delivered properly.
You are responsible for fulfilling the Technical Contact and Emergency Contact roles if those roles are not assigned to others in your organization.
Billing Contact (BC)
The Billing Contact is usually an employee within an organization that is responsible for accounts payable or is the controller. Some organizations also assign this role to an accounting department member.
At least one Billing Contact should be designated for an account.
Rights
As a Billing Contact, you have the following rights:
You have access to self-service billing functions in the Connect Portal.
You can review monthly invoices, payment details, and detailed billing records.
You can pay bills online.
You can contact Mitel to review billing information.
You can file a billing dispute with Mitel or request a credit.
Responsibilities
As a Billing Contact, you have the following responsibilities:
You are responsible for maintaining the billing relationship with Mitel.
You are responsible for reviewing invoices and ensuring invoices are paid on time.
You are responsible for reading and acknowledging or responding 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 a location, multiple locations, or the entire organization.
At least one Technical Contact should be designated for each location within an account.
Rights
As a Technical Contact, you have the following rights:
You have access, from the Connect Portal, to network information for each location you are assigned.
You can enroll in Mitel MiCloud Connect training classes that cover network requirements for a Mitel MiCloud Connect deployment.
Responsibilities
As a Technical Contact, you have the following responsibilities:
You are responsible for installing and configuring the Local Area Network (LAN), including switches and phones.
You are the point of contact for troubleshooting technical problems. You are responsible for filtering support requests from users.
Emergency Contact (EC)
The Emergency Contact is usually someone that is on-site at a particular location and is involved in the operations of the organization. The Emergency Contact is responsible for making decisions in case of an emergency. An Emergency Contact can be designated for a location, multiple locations, or the entire organization.
There should be at least one Emergency Contact designated for each location within an account.
Rights
As an Emergency Contact, you have the following rights:
You can contact Mitel to enact a Continuity Plan.
You will receive upcoming maintenance notifications.
Responsibilities
As an Emergency Contact, you have the following responsibilities:
You are the first point of contact in the event of a service disruption.
You are responsible for reading and acknowledging or responding to email communications regarding the account.
You are responsible for answering and responding to calls and communications regarding emergency incidents.
You are responsible for communicating the status of emergency incidents to users in your organization.