Customer Center: Order a Replacement Phone


This article explains how to Order a Phone for an Existing Phone Line. You will begin by opening the Active Services record for the phone line and then complete the request by ordering a new phone. Please follow the instructions in the order below.

  1. From the Customer Center's home page, in the Department Services/Equipment section, search for the phone number that requires a new phone—the last 5 digits only.
    Department Services/Equipment page showing a service selected by item ID in the search field.
  2. Click the three blue lines to the left of the Service and select Miscellaneous Change.
    Actions menu for a service item opened using the three-line icon, highlighting the "Miscellaneous Change" option.
    Note: While you can add this action to any Saved Requests, it is easier to complete this action by choosing to Create a New Request.

    Note: After clicking Create a New Request, open the Shopping Cart to verify the Request number before continuing.
  3. Next, hover over the Shopping menu and select Equipment to open the Equipment Catalog Categories page. 
    Shopping menu expanded, showing the "Equipment" option selected.
  4. Select the View Equipment button under Cisco VoIP Phones.
    Equipment catalog displaying Cisco VoIP Phones with the "View Equipment" button highlighted.
    Note: For this action, we will ignore the Request Information section on the left side of the screen.

  5. Choose your phone, then click the green +Request button to add it to your request (the Saved Request you created above).
      Equipment selection page showing a phone with the option to add it to a saved request.
  6. After you click the Request number, you will then choose to Attach to a Service by clicking #1: Miscellaneous Change:##
    Attach to a Service option selected, showing the service item associated with the request.
  7. Next, return to the Cart by clicking the Shopping Cart icon and navigate to your Saved Request. 

  8. Click the down-pointing arrow at the end of the Miscellaneous Change line to expand the details of your request.
    Service request showing a "Miscellaneous Change" item with the expand details icon highlighted.
  9. You will see all of the current information about the Service (phone line) in the upper section of the details, and the Equipment is displayed in the lower section, along with the one-time cost of the equipment.

  10. Click the Edit Information button to update any details, then click the green Save button to close the window. 
    Service request showing the Edit Information option for updating request details.
    Note: Even if you don’t need to change any of the details about the Service, you still need to click the green Save button and close the window.

  11. The Request is now ready to submit. To do so, tick the box next to the Request Title and then click the green Submit Selected Request button at the top of the page.
    Request cart with a selected request and the "Submit Selected Requests" button highlighted for submission.
  12. Click OK at the confirmation window.

  13. You can print and/or save the Request Summary by clicking the blue Print button.