vMOX OnePortal Guide

vMOX Help Desk Number: +1 (708) 733-7G65

How to place a New Service + Device order

Go to Service Management > Request > New Request > Add New Service > Start

1. Select the desired device. Filter for Carrier, Device Type, Storage 🡪 Add to Cart 🡪 Click Next.
2. Select any applicable accessories. Click Next.
3. Enter Area Code, find the device owner under “Assign To” , then enter the Speed Type in the “Cost Center” field.

4. In the next page, provide the shipping address, verify all details are correct and click Submit.
5. The order will then go to vMOX for processing with the carrier.

How to place a BYOD New Service order

Note: the device must be owned and purchased by UMass-Amherst
Go to Service Management > Request > New Request > Add New Service > Start
1. Filter for the Carrier you want to activate – AT&T, Verizon, or T-Mobile.
2. Filter under Device Type = BYOD and Add to Cart.

3. Enter details for the requested Area Code, device IMEI, and Speed Type (Cost Center).
4. For Request SIM, there are 3 options:

• Request New SIM = ship a new physical SIM card
• Use Existing = use an existing SIM card you have on hand
  • You will be required to enter the SIM  / ICCD
• ESIM = Activate the eSIM on the phone

5. In the last page, add a service address where the device will be used. It is required to activate service.
6. Submit the order and vMOX will then work on activating the device with the carrier.

How to place an Upgrade order

Go to Service Management > Request > New Request > Upgrade Existing Device > Start

1. Search for the number you want to upgrade. Select the number, then click Next.
2. Select the desired device. Filter for Carrier, Device Type, Storage 🡪 Add to Cart 🡪 Click Next.
3. Select any applicable accessories. Click Next.
4. Review the phone number, device, and cost center are all correct. Click Next.

5. In the final page, provide the shipping address, verify all details are correct and click Submit.
6. The order will then go to vMOX for processing with the carrier.

How to place a Service Activation order a.k.a Device Change

(activate a spare device on an existing mobile number)

Submit this request when a user is not upgrade-eligible and there is a spare device on hand that can be act on the user’s current mobile number.

1.  Go to Service Management > Request > New Request > Service Activation > Start.
2.  Enter the IMEI of the device that needs to be activated
3.  Confirm the model of the device – iPhone 13, iPhone 14, etc. Click Next.
4.  Search for the Mobile Number that will have the spare device activated on it. Click Next.

5. Confirm the device details are correct

• Assign To = device owner
• Cost Center = Speed Type

6. Request SIM will have 3 options:

• Request New SIM = ship a new physical SIM card
• Use Existing = use an existing SIM card you have on hand
  • You will be required to enter the SIM  / ICCD
• ESIM = Activate the eSIM on the phone

7. In the final page, confirm the shipping address or service address for the device.
8. This will crate a ticket for vMOX to work on activating the device with the carrier.

How to place a Port order (switch carriers)

This order will start similar to an Upgrade – this example is porting from AT&T to T-Mobile.

Go to Service Management > Request > New Request > Upgrade Existing Device > Start.

1.  Search for the number you want to upgrade. Select the number, then click Next.
2. On the Filters to the left, under “Carrier” unselect the current carrier by clicking “Clear 
All.”
a. This will now show both AT&T and T-Mobile as the available carriers.
b. Click on T-Mobile

3. Select the desired device. Filter for Carrier, Device Type, Storage 🡪 Add to Cart 🡪 Click Next.
4. Select any applicable accessories. Click Next.
5. Click on “Select a Device” to confirm again the device you want to order. You will then be met with a notification asking you to confirm if you want so port/switch carriers.

6. Click on “Port Line” to proceed

7. In the final page, provide the shipping address, verify all details are correct and click Submit.

8. The order will then go to vMOX for processing with the carrier.

How to place a Transfer In order (personal to corporate)

1. Go to Service Management > Request > New Request > Transfer Service > Start > Transfer In
2. Enter all the required personal account information:

• Phone number to transfer
• Current carrier, current account number and PIN, account owner name.
  • For Account Username and Account Password enter = N/A.
• Current account billing address – user’s personal address.
  • If unknown, provide the UMass address: 333 South Street Shrewsbury, MA 01545.
• Existing device IMEI and ICCID – if unknown, enter all zeros.
• “Port to Carrier” and “Port to Account” – enter the carrier and account the phone number transferred to under UMass-Amherst.

3. Review all details are correct and submit the order

4. This request is only to transfer a phone number from a personal account to a corporate account. You cannot order a new phone at the same time.
5. You will receive a ticket # and will be notified when the transfer is complete.
6. Once the number is transferred to the UMass-Amherst account successfully, proceed with placing a new Upgrade order to request a new device.

How to place a Transfer Out order (corporate to personal)

1.  Go to Service Management > Request > New Request > Transfer Service > Start > Transfer Out.
2. Select the phone number that will be transferred
3. Search for employee name that will take over the number
4. Provide a personal email address of the new owner (required)
5. Review and submit. The user will receive an email with next steps to take over the phone number to a personal account.

Common Request Types

Initiate these through Service Management > Request > New Requests > Start on the desired request type.

International Travel

1. Identify and select line/device that will be travelling. Click Next.
2. Enter Travel Dates – Depart and Return – and country of Travel.
3. Enter expected usage patterns while travelling.

• This will determine what travel plan vMOX will use.

Cancel Line, Suspend Line

1. Identify and select the line/device that needs to be cancelled.
2. Enter requested Suspend/Cancel Date.
3. Confirm, add any relevant notes to the order and Submit.

Line Label Update and Speed Type Update (reassign line/device from one employee to another)

1. Initiate a Support Request, select “Line Label Update” under Type.
2. Provide the required information.

• Mobile Number, new employee name the device will be assigned to, and Speed Type (cost center), if applicable.

3. This is request type has a free-form text field where you can enter all the information you need to complete your request. Treat it as you would an email and provide the necessary details.

Reassign Line from one employee to another without Speed Type Change

1. Search for a mobile number by going to Service Management > Inventory OR enter the number under “Site Search” on the top right.
2. Click the hyperlink on the mobile number and it will take you to the Line Details page.
3. Scroll down to “Contact Details” and click Re-assign.
4. Search for the employee name you want to reassign the line to and click Go!
5. This creates a ticket for the vMOX team to reassign the line to the new owner.

General Support

The Support request type allows you to submit a variety of requests. Simply select the type of help you need and be as detailed as possible in your request for assistance.
•  Device Return Label, New Device Setup (activation), Report Lost Device, Broken Device
•  Phone Number Change, Voicemail Reset, Unsuspend service, Reactivate Service