Partner Cheat Sheet
Written by Mira Beltre
Updated at February 5th, 2025
Table of Contents
Scope
Intended Audience: All Partners
A guide to help you get where you need to faster whether you are looking for support from OIT teams, tools, resources, access levels, announcements and more!
Need Help? Here's Where to Go!
We’re here to support you! Below is a quick guide to help you find the right resource for your needs.
Client Success Team
- Pricing inquiries
- Billable changes (e.g., adding/removing DIDs, seats, or premium features)
- Onboarding and Training Assistance
- Branding changes for white-label partners
Submit a ticket: [email protected]
Phone: 611 from an OIT phone, or 844.OITVOIP
Hours of Operation: Monday - Friday, 8:30 AM to 6:30 PM, excluding holidays
Tech Support
- Technical troubleshooting (example: my phone is not able to provision, call routing failures, call quality issues with review, unable to log into the portal, unable to create a user)
- Non-billable system changes (example: Assistance with call flow updates, setting up timeframes for holidays or after hours)
- WLP Tier 2 support, CP and CC Tier 1 support
- General technical questions and guidance. (For example, what are the best practices for call routing? How do I set up SMS? Why is my call quality reduced in the middle of the day when my backups are running? How do I send a password reset for a user? )
Submit a ticket: [email protected]
Phone: 611 from an OIT phone, or 844.OITVOIP
Hours of Operation: Monday - Friday, 8:30 AM to 9:00 PM, excluding holidays.
Holiday Hours of Operation: 8:30 AM to 5:00 PM
Telco Services
- Port requests and updates
- New DID/Toll-Free purchases
- SMS provisioning for DIDs already in the system.
- CNAM request/Change
- Directory Listing(White Pages)
- DID service change(ie Voice to Fax)
- Problems with provisioning E911 Address
- 10DLC Campaign questions
Submit a ticket: [email protected]
Phone: 611 from an OIT phone, or 844.OITVOIP
Hours of Operation: Monday - Friday, 8:30 AM to 5:00 PM EST, excluding holidays
Finance Team
- Billing questions or issues (e.g., understanding your bill, updating billing information, updating payment information)
- White-label billing training
- Billing platform questions
- Cancellations
- Port out PIN requests
- W-9 requests
Submit a ticket: [email protected]
Hours of Operation: Monday - Friday, 8:30 AM to 5:00 PM EST, excluding holidays
Compliance Team
- Managed compliance
- FCC regulatory tax questions
- SSL Certifications
- Tax Exemption Submissions
Submit a ticket: [email protected]
Feature Requests
Have an idea for a new feature or enhancement? We want to hear from you!
Submit your request: https://feedback.oit.co/
Quick Questions? Join Our Discord!
Get instant answers from our staff or partner community. We have dedicated channels for various topics and resources.
Join us on Discord: https://go.oit.co/discord
Looking for More Resources?
Partner Central
Our centralized hub for sales, marketing, and technical resources
- Product guides
- Sales cadences
- Marketing flyers
- The latest updates
Explore Partner Central: https://partners.oit.co/explore/284067
VoIP University
Your knowledge base for step-by-step guides and processes.
Access VoIP University: https://voipdocs.io/
Integrations: https://integrations.oit.co/
Access Level Per Partner Type
Feature |
CP |
WLP |
| Add or remove billable seats | No | Yes |
| Create domains | No | Yes |
| NDP Access | No | Yes |
| Voipmonitor Access | Limited to reviewing specific calls only | Full access to reporting, alerts, and call review from within VoIPmonitor |
| Customized Branding | No | Yes |
| Add, remove, or modify devices for provisioning | Yes | Yes |
| Manage user scopes | Yes | Yes |
| Manage caller ID for users | Yes | Yes |
| Enable or disable billable features like voicemail transcription, faxing, and call center scope | No | Yes |
| Review Call Traces & Cradle to Grave | Yes | Yes |
| Review call quality data from call history including MOS, jitter, and loss | Yes | Yes |
| DID management | Call routing per domain only, no billable changes such as purchasing or deleting DIDs for clients | DID Purchasing requires OIT support, can delete DIDs and route between domains |
| TeamMate Connector Portal Access | No | Yes |
| Mobile-X Control Panel Access | No | Yes |
NDP (Endpoints Device Provisioning)
Access for managing device configurations and brand defaults for your reseller account - https://ndp.ucaasnetwork.com
VoIPmonitor aka QoS
Details and graphs on domain call quality (insights into packet delay/jitter and packet loss) - https://qos.ucaasnetwork.com
Note: These are also referenced for individual calls via the manager portal.
Where to Find Updates on Service Impacting Events
- Be sure to keep an eye on the #Announcements channel in our Discord for the fastest Updates!
- You can also see updates in our Partner Central portal
- Your appointed NOC Contact will also receive email updates.
Status Page: https://status.oitvoip.com/