SOLGARI CLOUD BUSINESS COMMUNICATION SERVICES CUSTOMER ON-BOARDING JANUARY 2015

Transcription

1 SOLGARI CLOUD BUSINESS COMMUNICATION SERVICES CUSTOMER ON-BOARDING JANUARY 2015

2 Solgari Customer On-Boarding Process 1. Overall Process Guideline The following steps are required to on-board a customer onto the Solgari Cloud Communications platform. The customer services on-boarding manager, Joonas Valve, or one of his team will be available at all times during the process at joonas.valve@solgari.com On-boarding can be complete in a matter of days if required. This is particularly possible if the customer is only using softphones either to begin with or as a policy. If IP Phones are required we typically require 15 business days to order, preconfigure and deliver the plug and play phones to the customers. If the customer s requires a shorter turnaround, this is also possible depending on the overall customer solution. Task Requirements Responsible 1. Complete Service Provisioning Checklists Fill in technical checklist detailing services required, number of users, numbers to be ported, new numbers required including those for the call conferencing service, local router and broadband information. To be completed for each location. Solgari Sales provides to Customer or IT Partner for completion 2. Technical Sign Off, Sign Contract & Pay Initial Invoice, Complete Service Workflow Requirements Solgari technical team reviews checklists and signs off. Solgari issues contract, Customer Authorisation Form (for porting) and initial invoice to customer for signing and payment. Customer completes specific service workflow requirements with Solgari onboarding manager Solgari Tech, Solgari Finance and Customer or IT Partner 3. Start Number Porting Process by Completing CAF Customer completes Customer Authorisation Form allowing Solgari to port the existing numbers (if allowed) from previous telco provider. This typically happens up to 23 days after the process has started, therefore we recommend that the customer call forwards to Solgari in the interim period in order to have no impact on the go live date. Please see more details below. If this is a green-field scenario, this section does not apply. Solgari Tech and Customer 4. Build Cloud Telephony Solution, Order IP Handsets (if required), Commence Number Porting, Optimise Network Ahead of Services Launch, Set Up IP Desk Phones At the same time as the customer is completing the CAF above, the Solgari technical team will build the customer s specific cloud telephony or contact centre solution. Solgari will also order any required IP Desk Phones. On delivery, the customer or IT Partner

3 partner will have plugged them into the network and aligned them on the correct desk using the MAC map provided by Solgari. The phones will register automatically once Solgari activates the cloud solution. It is absolutely crucial that your network is optimised for the delivery of Solgari services across it and there are 3 basic elements that you will need to address in advance of the service provisioning: o You should set Quality of Service ( QoS ) on all your routers across the entire company. This will ensure that voice is prioritized over other applications using the internet connection. o You must ensure that any NAT helper(s) in place such as ALG is turned off. NAT helpers interfere with the delivery of the voice packages and can lead to a loss of audio. NAT is essential and must be dynamic and not aided in anyway by NAT helpers. o You must ensure that there is a rule to allow voice traffic across the firewall 5. Customer Transition From Previous Telephony Solution In agreement with Solgari technical team, customer can choose to use softphones or IP Desk Phones to make outbound calls and become familiar with the Solgari Cloud solution. Customer could retain the old phones for inbound calls for a day or two and then move all inbound calls onto the Solgari platform by call forwarding from the existing telephony provider. Or customer can move all inbound and outbound immediately to Solgari by call forwarding at the same time as setting the users live. If this is a green-field scenario, this section does not apply. Partner 6. Activate Customer Cloud Telephony and/or Contact Centre Solution Solgari technical team in agreement with customer will trigger activation s to all registered users. The activation includes pin, extension, soft client and mobile app details to allow the users get started. In addition Solgari will also trigger a Solgari Services User Guide which provides instructions and training tools to the users on features such as using the IP Desk Phone, setting up a Soft Phone and Mobile Apps, using Conferencing, Presence & IM. Once solution is live the IP Desk Phones already set up will light up with the user s extension. Tech Partner

4 7. Call Forwarding Customer moves all inbound calls to Solgari by instructing existing telephony provider to forward all calls to Solgari Solgari technical team will provide the customer the instruction details for their existing telco. If this a green-field situation and the customer has ordered new numbers from Solgari this section will not apply as the numbers will be live as soon as the users are live. Partner 8. Complete Number Porting Once the numbers are ported and registered in the Solgari database, the switchover is seamless with all inbound calls terminating on Solgari s platform. Customer will be advised 24 hours ahead of the switchover and on completion which will end any call forwarding position that has been set up. Solgari Tech and Customer 2. Key Requirements Prior To Going Live The customer should designate an internal or external IT contact who will handle unboxing and plugging in the preconfigured IP Phones and the optimization of the network (s). The designated contact will also handle the technical checklist and the further services workflow that the Solgari technical team will require. This designated contact will also handle the porting documents which must be provided to the existing telephony supplier as soon as possible. Solgari s technical team will work remotely with the designated IT contact. Solgari services are delivered seamlessly and we do not provide on-site support in relation to the customer s network. This is handled either internally or by your IT partner. 3. Porting Options If the numbers belonging to the customer are currently on-net (that is, aligned with our current global reach) then we: o Start the porting process by having the customer fill in the Customer Authorisation Form as per 2 above and start the porting journey o Offer the client numbers of our own to which they can forward their current numbers to in order that they can start to use the system for inbound traffic immediately. If the number belonging to the customer is off-net then we offer our off-net capability which incurs monthly and minuterate charges for inbound calls. These charges are likely already being levied by the customer s current carrier however they may only be charged monthly fees as opposed to inbound call rates. If the numbers belonging to the customer are off-net and they do not want to pay for inbound calls then they will need to do one of: o Take new numbers from us and start using them whilst at the same time, wind down the old numbers use on the company livery. o Make the call forwarding position a permanent scenario

5 4. Going Live & Training All users will receive the Welcome to Solgari once they solution is live. The includes details of the user s extension and password and also instructions on how to set up the software phone and mobile application. Solgari will separately provide a Solgari Services User Guide which will provide instructions, training and links ( on how to use the IP Desk Phone, set up the soft phone and mobile application and features such as conferencing, presence and IM. We recommend that our customer s nominate a Solgari service champion who will review the services and act as a trainer to the all the staff in using the services as well as an interface when Solgari wants to provide service updates or useful tips to the customer. Solgari provides an onsite training module which is a professional services our customer to choose to use in addition to the online tools. We run a services training webinar every month for all customers to join.

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