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Boston University Department of Telecommunications has implemented
an on-line communications billing and work order management system,
Pinnacle, from Paetec Communications. This system allows end users
and departmental administrators to access billing information about
telecommunications services including phone lines, equipment, voicemail,
calling cards, cellular service, and work order related charges
through a portal from a web-browser. We will continue to add other
service types into the Pinnacle billing system. The goal of Pinnacle
is to provide our departments and end users with a consolidated
view of all their telecommunications related charges for each bill
cycle.
Additionally, Telecommunications uses the Pinnacle system to manage
all work order requests and trouble tickets. Through the portal
infrastructure, departmental administrators can view information
about the status of the work orders and trouble tickets submitted
for their department from the time it is received by Telecommunications
until the time the work is completed or the trouble ticket is closed.
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