Operations and Info Tech

• We are on the Fiber Business 250 plan ($100/month)
• Access the account with bruce.rowe@sebomarketing.com Google account
• Payment automatically comes out of Bruce’s Credit Card

Sebo is on the Fiber Business 250 plan for $100/month. This plan gives us 250 Mbps uploads and download speeds.  If we ever find that this speed isn’t sufficient for us we can upgrade to their Gigabit plan for $250/month.

Accessing the admin portal for Google Fiber is done by using Bruce’s Google account.  Access is found at fiber.google.com. Within the admin portal you can manage billing, which plan we are on, configure network settings, and configure the WiFi for the GFNB.  For the most part, there shouldn’t be any need to log in to the admin portal aside from updating the card on file in the event of Bruce’s credit card getting updated.

Google Fiber internet is very reliable and rarely suffers outages and downtime. In the event that the internet isn’t working please refer to section 2.1.4 Troubleshoot Internet Connection.

The network closet is the closet located inside the Google Room.

• Google Fiber Jack – This is where the Google Fiber comes into the office
• Google Fiber Network Box (GFNB) – The network router and WiFi access point
• Ethernet Switches – 24 port, 16 port, and 5 port
• Patch Panel – Ethernet ports throughout the office are labeled with numbers that correspond with the numbers on the patch panel
• Ubiquiti WiFi Access Point – Uses PoE which is powered in the server closet
• Backup Battery – Used to keep internet and WiFi online during power outage

Google Fiber comes into the office and terminates at the Google Fiber Jack (small white rectangle box) located towards the back of the wall where all of the network cables/devices are. This Fiber Jack connects to the Google Fiber Network Box (GFNB) which is where the local area network begins.  The GFNB also happens to power the Fiber Jack through power over ethernet (PoE). There are ethernet cables that connect the switches to each other so that everything connected to the switches are provided internet access. The patch panel is where all of the ethernet ports throughout the office come into the server closet.  They are number coded to match the ethernet port in the office. If an ethernet port doesn’t have any numbers, it is likely that that ethernet port isn’t connected to the network.  

Sebo’s WiFi network consists of 2 devices and 2 access points.

• Google Fiber Network Box (GFNB) will give access to Sebo’s Internal WiFi network
• Ubiquiti router gives access to both internal and guest WiFi networks

Sebo’s Private Internal WiFi Network 

Sebo has both a private and a public WiFi network.  Employees are permitted to connect to the private network.  The network name is simply “Sebo”. The password is found in LastPass under “Sebo Building Wifi”. If we ever find it necessary to change the WiFi password to the “Sebo” network it is important to remember to change the password on both WiFi access points (GFNB & Ubiquiti router) or else connected devices will get connection errors as they jump from one access point to the other. Should we write down how to do this? 

Sebo’s Guest WiFi Network 

Clients and visitors are welcome to use Sebo’s guest WiFi network.  There are signs in each meeting room with the WiFi credentials for our guest network. Our guest WiFi network name is “Sebo Marketing Guest”.  The password is also found in LastPass under “Sebo Building Wifi”.

How to Manage or Access the WiFi router? 

Managing the WiFi router (UniFi AP-AC-LR) requires that you download the UniFi Network Controller to your computer – https://www.ui.com/download/unifi/.  Once you have it installed and launched it will open up a browser tab for you prompting you to sign in.  The credentials are saved in LastPass under “UniFi Router Access”. You should also be able to access it via the cloud at https://unifi.ubnt.com. 

Where are the WiFi routers or access points? 

The GFNB is in the network closet.  We leave the WiFi enabled on that device to keep a quality connection for clients who need connection in the Google Room.  The Ubiquiti router is located on the ceiling in the middle of the office. It receives through the ethernet connection that runs to the network closet (PoE). 

In the event that the internet isn’t working at the office, please use the following troubleshooting guide to confirm it is down and to restore connectivity. The first thing you will want to do is test the following 3 things:

• Are all of the phones offline?
• Can you browse websites on your phone when connected to office WiFi?
• None of the computers have a connection.  No websites will load on any computer.

Computers and Phones are working – WiFi is not working

If you suspect that the WiFi is offline while the rest of the network is connected you will want to inspect the Ubiquiti router.  What color are the lights on the router? Is it blinking? The desired color is solid blue. If it is blinking then it is possible that it is running an update and will correct itself.  If it is solid red or off then we will want to troubleshoot the connection in the network closet. Inside the network closet there will be a little black plug with 2 ethernet ports and power connected to it.  This is the source of power for the device. Make sure that all three are plugged in and connected to the network and power. You can reset the system by unplugging the power to the box and plugging it back in after waiting 30 seconds.  Once you reset the power check and see if the router is lighting up. If it lights up and still doesn’t work then you may need to log into the router to see what is going on with it.

Computers and WiFi are working – Phones are not working

If the internet is working and none of the phones are working then the first step would be to reset one of the phones by unplugging the power from the phone and waiting 30 seconds before plugging it back in again.  Once it powers back up it will try and connect to the network and bring the phone online. If this doesn’t do any good then an admin on the PBX will need to log in and see if there are any issues listed in the account.  One possible issue could be that our account got disconnected for lack of payment. We are setup with auto pay so this would only happen if the card on file expired or had to get replaced. Logon information? 

Another course of action would be to test the Jive mobile app as well.  If the mobile app works and the desktop phones don’t then the issue is could either be network related or PBX related.  If the mobile app doesn’t work then it is very likely that it is an issue with Jive and someone should call them up to have them troubleshoot for us.

All devices are offline

In the event that all devices are offline then you will want to follow the path of the internet and see where the connection is interrupted.  The following steps should give a good example on how to diagnose the connection.

1. Make sure the office has power including the network closet.
2. Make sure that the backup battery in the network closet has power and is working and not beeping.
3. What color is the light on the Fiber Jack box where the internet enters the office?  
   • Blue means it has power and internet.  If it is blue then move on to step 4.
   • Red means it has power but no internet.  
     • Try resetting the Fiber Jack by unplugging the ethernet cable connected to it and waiting 30 seconds and see if it brings it back online.
     • If still no success, call Google Fiber
   • No light means no power
     • Check the connections to the device.  Unplug and plug stuff back in to see if power will be restored.  
     • The power to the Fiber Jack is provided by the Google Fiber Network Box (GFNB).  Check to make sure it has power. If it also doesn’t have power then check its connection as well.
     • If you aren’t able to get power to the network box with trying different outlets that you know have electricity going to them then call Google Fiber.
4. What color is the light on the GFNB?
   • Blue means it has power and internet.  If it is blue then move on to step 5.
   • Red or blinking means it has power but no internet.
     • Try resetting the GFNB by unplugging it and plugging it back in and checking the ethernet cables are properly connected.
     • If still no success, call Google Fiber
5. At this point we know the office has power and internet.  The remaining things to check are the switches and patch panels.  Check to make sure they have power and the cables are plugged in properly.  If the switches have power and the lights are lit then the office should be back online. 

Sebo Marketing provides workstations for all employees who work in the office.  Satellite MC’s will also receive a complete workstation that they can setup in their home office (but will not have a dedicated workstation at Sebo).  Part-time employees and contract workers who work from home will not be provided a Sebo workstation under normal circumstances. A complete workstation consists of a desktop or laptop computer (Windows or Mac), 2 monitors, a keyboard and mouse, and all the cables needed to connect everything together. Laptop workstations will also come with a docking station if their computer supports it.

Although it is not required nor expected, employees may choose to use their personal computers at Sebo if they want to.  Employees who use their personal computers (at Sebo or at home) will be required to follow the rules outlined in the “Using Personal Computers for Work” section.  Also note that if you choose to use your personal computer while at work, Sebo will not take responsibility for anything that may happen to it. An example where employees have chosen to use their personal computers in the past have been when they have a new MacBook Pro and they would prefer to use that over an older PC desktop workstation that they were assigned to.

Employees who are issued laptops are permitted to take their laptops home, to meetings, vacations, etc. but if the computer is stolen or damaged the employee will be responsible to either 1) replace the device out of their own money or bucket contributions or 2) pay Sebo the depreciated value of the device.

When an employee leaves Sebo, the computer and all accessories assigned to them must be returned on or before their last day of employment.

The Google room and Manhattan room are both equipped with their own workstations as well as HDMI cables to allow laptops to be connected too.  The Mountain View room and employee room are equipped with either a docking station or connectivity cables for a laptop to be connected to.

As computers (not including the monitors) get older they eventually need to be replaced.  At current staffing levels and revenue, Sebo is replacing around 4-5 computers per year but this amount is subject to change based on our needs. Sebo will try to follow a 4 year replacement cycle for our workstations with priority given to full-time employees first for replacing computers. We keep track of the age and target replacement date for each workstation in the “Sebo Computers” Google sheet. https://docs.google.com/spreadsheets/d/19amrZind9WjcBliqIoBUC95wPP9gKAy_xQNrnCalUkU/edit#gid=1339865965

Sebo will keep some older computers on hand for backups and potential future interns.  As we phase out older computers that are no longer used we will sell, donate, or give away the older computers after they are wiped clean and brought back to factory settings.

Sebo will follow certain guidelines when purchasing new computers to make sure that they will have the performance and quality to outlast the 4 year replacement cycle. New computer purchases should meet the following minimum requirements:

• RAM – 16 GB
• Processor – dual core 2.4 GHz+ or quad core 1.4GHz+ (i5, i7, or i9)
• Hard Drive – solid state but capacity doesn’t need to be more than 128 GB
• Laptops support dual external monitors
• Laptop ideally supports Thunderbolt 3 docking station with power delivery

Employees may choose a PC or a Mac for their new workstation.  If they have a specific model they want they can submit it for consideration. Desktop purchases should not exceed $1300 after taxes and laptop purchases should not exceed $2000 after taxes (including a docking station and any additional cables and connectors that are needed).

If it is necessary to order new monitors, we order them in sets so each workstation has matching monitors.  New monitors should be equipped with HDMI and Display Ports. Most monitors in the office are ASUS.

COMING SOON!!

Over the years, Sebo has used various companies for our phone system.  The companies we have used since 2012 are Simplii, Veracity Networks, and now Jive.  We switched to Jive for several reasons: better pricing, includes mobile app, better PBX system, free desktop phones, and includes GoTo Connect.

Each phone will have its own extension and/or a direct line associated with it.  When someone calls Sebo’s main number it will enter into a dial plan where we can configure what happens with those phone calls.  Generally, we have it setup where it will go directly to the auto attendant outside of business hours and during business hours it will first ring the office manager and then it will ring others in the office.  If no one answers the phone then the auto-attendant will pick up the call. General rule of thumb is if your phone rings, you should answer it if you can. If someone calls the main Sebo number and the office manager doesn’t pick it up and it rings to your phone the caller ID will prepend “Sebo#” so you will know it is a call to the main number and not a call directly for you.

Phones are assigned on an as needed basis. The executive team, MCs and MCITs will generally all have phones with the exception of some MCs have chosen to use Google Voice or their personal line in lieu of having a Sebo phone.  If all phones are issued out to employees and we have a need to add another phone then we will need to purchase a new phone that is compatible with Jive’s system. We can purchase the new phone from the following locations (and they don’t necessarily have to be new): Jive, Amazon, eBay, Facebook MarketPlace (potentially find free phones this way), etc.

Each employee who is assigned a phone will have a direct line where they can be reached without having to call the main office number.  These employees can add their direct line to their email signature and business cards. 

Users are setup within Jive’s PBX system found at my.jive.com/pbx as well as everything else related to the Jive phone system.  The printable directory we have attached to the phones are managed and updated at the following Google sheet: https://docs.google.com/spreadsheets/d/1Tg2lxrk8htQhsY00CZbMFQPWhTzq7sXDNqwnKbaqCrk/edit 

Our phones should be fairly easy to use.  Here are a few tips to help navigate the phones.

Intercom: To intercom another phone in the office simply dial * followed by their extension (*111)

Parking a call: During a call press “Park 1” or “Park 2”.

Picking up a parked call: Before picking up the phone or putting it on speaker press the Park button the call is parked on.  The park button will be red where the caller is parked.
Transferring a call: During a call, 1st press the “Transfer” button 2nd enter the extension or number to transfer to 3rd press “B Transfer” button to complete the transfer.

When would you park a call verse transfer a call? Park a call if you are going to talk to the other employee before sending the call their way.  Transfer the call if you want to just send the call to their phone and let them choose to answer it or not.  If an employee is out of the office or a satellite employee then go ahead and always transfer the call to their line.  Parking a call is more efficient for when both parties are in the office because it can easily be picked up by anyone.

Both the Manhattan and Mountain View rooms have conference phones.  They work in a similar way to the desktop phones with a slight difference to how you would transfer and park calls

Intercom: Same as desktop phones

Parking a call: During a call press “More” then “Transfer” then “Blind” then dial *371 to park on “Park 1” or dial *372 to park on “Park 2”.

Picking up a parked call: Dial *371 to pickup calls parked on “Park 1” or *372 for calls parked on “Park 2”
Transferring a call: During a call, press “More” then “Transfer” then “Blind”.  Enter the extension or number to transfer to then press “Send” button to complete the transfer.

Employees who are issued a phone can also make and receive calls on their cell phone using the Jive mobile app.  The app can be downloaded via the App Store on iPhone or Android devices. Once you have the app downloaded and you load it for the first time it will ask for various permissions.  Our recommendation would be to not share your phone’s contacts with the app so that your personal contacts aren’t intermixed with work contacts within the Jive app. Once you get to the login screen you will need to create an account.  You will need to use your Sebo Marketing email when creating the account. You will need to use the first.last@sebomarketing.com variant when creating the account since this will be the email that will be set for your user with the Jive system.  Once the account is created and you log in you should immediately be able to use it to make and receive calls.

A few things to be aware of with the mobile app:

• The app will occasionally log you out so if you are working from home then make sure your app is logged in and connected each day
• The mobile app and the desktop phone don’t sync up very nicely meaning that if you answer a call on the desktop phone your mobile app will show you missed a call and vice versa.  For this reason, some employees choose to have their app signed out while they are in the office but that is a personal preference. As you get more familiar with the app and desktop phone you will find what works best for you.
• Your phone number can receive text messages.  They will only show up in the mobile app or through the web app at my.jive.com.
• You can intercom desktop phones through the mobile app as well as parking or picking up parked calls on the mobile app but you cannot intercom someone to their mobile app.

Intercom: Same as desktop phones

Parking a call: During a call press “Transfer” then dial *371 to park on “Park 1” or dial *372 to park on “Park 2” and then press “Blind Transfer”.

Picking up a parked call: Dial *371 to pickup calls parked on “Park 1” or *372 for calls parked on “Park 2”
Transferring a call: During a call, press “Transfer” then enter the extension or number to transfer to or select the person within the contacts list and then press “Blind Transfer” to complete the transfer.

COMING SOON!!

COMING SOON!

COMING SOON!!

COMING SOON!

COMING SOON!

COMING SOON!

COMING SOON!

COMING SOON!