Activation Process & Responsibilities
To ensure a smooth and timely implementation of your new voice and/or data services, please review the different stages of the activation process below. Under each stage you will find information on what to expect and what we expect from you. Reviewing prior to installation will help ensure a successful installation.
Your Responsibilities:
- Review order requirements with your Sales Representative
- Verifying Your Network for Voice. Assess your Local Area Network (LAN) and Wide Area Network (WAN) readiness for Voice; including inside wiring (CAT5, CAT5e or CAT6), switches, routers, firewalls, PoE, IP addressing and QoS
Our Responsibilities:
- Identify service requirements
- Demonstrate services
- UniVoIP Sales representative to send documents requiring customer signatures, including: Subscription Agreement and explain the activation process and support in detail
Your Responsibilities:
- Provide the following documentation: Signed Subscription Agreement including acknowledgment of Responsibilities and Master Service Agreement (MSA)
- Customer needs to pay the Non-Reoccurring – One Time Charges prior to shipping any equipment or activation.
Our Responsibilities:
- Upon receipt of all required documentation, Sales representative introduces UniVoIP Project Manager (UPM) as your primary point of contact throughout the Activation process
- Invoice for Non-Reoccurring – One Time Fees
Your Responsibilities:
- Appoint primary point of contact for for all activation information and tasks
- Participate in the UniVoIP installation kickoff call
- Review Agreement details and network requirements with UPM
- Acknowledge or provide completed User & System Settings Worksheet
Our Responsibilities:
- UPM will schedule Activation Kickoff Call
- UPM & Sales Representative will review signature documents, user details, requirements of the ordered solution, as well as discuss installation expectations
- UPM will define timeline and process with the customer
- Schedule administration training
- UPM will provide tentative activation timeline and UnVoIP contact details following Kickoff Call
- UniVoIP Sales Representative will update deliverables as discovered during Kickoff Call.
Your Responsibilities:
- Confirm your Local Area Network (LAN) and Wide Area Network (WAN) readiness for Voice; including inside wiring (CAT5, CAT5e, or CAT6), switches, routers, firewalls, PoE, IP addressing, QoS
- Participate in UPM update meetings as necessary
Our Responsibilities:
- UPM initiates order processing
- UPM initiates installation scheduling process
(If Private Wide Area Network or Internet Access Provided by UniVoIP)
Your Responsibilities:
- Provide access for loop delivery date, also known as the Firm Order Commitment (FOC) date. Estimated loop delivery in most markets is 30 days
- Extend Circuit from Minimum Point Of Entry (MPOE) to data equipment location within suite. Depending on your building’s requirements, Riser Management Company. May be required to complete the extension. Speak with your building’s management office to verify requirement
- If Broadband or Dedicated Internet Access (DIA) circuit – integrate to Local Area Network (LAN) prior to scheduled voice activation
Our Responsibilities:
- Local telecom provider to prep local access loop for circuit order, and to do acceptance testing with UniVoIP
- Confirm circuit has been extended to customer suite
- Circuit turn-up estimate of 45 days in most markets
Your Responsibilities:
- Track and receive equipment for install
Our Responsibilities:
- Equipment shipped or delivered by installation engineer
- Tracking information sent to customer if shipped
Your Responsibilities:
- Provide requirement for Certificate of Insurance (COI) as required by your building management for technician access
- Provide access to MPOE, data room and all locations with telephones
- Prepare script for Auto Attendant (Day and Night) and have a person available onsite with the technician to record
- Require all users to attend telephone training class the day of activation or prior if done remotely
Our Responsibilities:
- If a managed circuit is provided by UniVoIP a technician will be dispatched to your site to connect and test the UniVoIP equipment
- Access and Voice equipment installation may be scheduled separately in some cases
- Will set up Admin recording sessions for customer to record the AA (Day and Night)
Technician will provide basic end user training (6 people per class, approximately 15 minutes)- Or this can be done prior to installation remotely by our expert trainer.
Your Responsibilities:
- Primary Point of Contact to Sign Activation Completion document
Our Responsibilities:
- UPM will introduce Lead Support contact
- Contract Billing begins
Your Responsibilities:
- Customer designated Administrator will schedule time to complete Admin Training remotely
Our Responsibilities:
- Support Lead or UPM will conduct new Admin training
Your Responsibilities:
- If porting numbers, customer may set up call forwarding to UniVoIP temporary numbers in preparation for porting
- Once OfficeConnect service is activated, customer initiates porting request via UPM
- Provide completed Letter of Authorization (LOA), [mk_tooltip text=”RESPORG” tooltip_text=”A company which maintains the registration for individual toll-free telephone numbers in the distributed Service Management System/800 database”], Local Customer Service Record (CSR) and previous Phone Bill
- Once port is confirmed to be complete, move forward with canceling service with previous provider
Our Responsibilities:
- Review customer provided documents and initiate the order with the carrier
- Once previous provider approves and schedules the port, UPM completes the port
- UPM verifies call routing and service completion with you on port date