ACTIVATION PROCESS AND 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 for Cloud Voice for Microsoft Teams and/or OfficeConnect below. Under each stage, you will find information on what to expect and customer responsibilities. Reviewing before installation will help ensure a successful installation.
CLOUD VOICE FOR MICROSOFT TEAMS
Task Name | Assigned To | Duration of Time Needed - Comments |
License Requirements - Teams | Variable | |
Users - A5/E5 or equivalent | Customer | Nothing else is needed if the user license is an A5/E5 or equivalent. |
'Teams Phone Standard’ add-on license | Customer | For lower Academic/Enterprise licenses as well as Business user licenses and below, the user must have a ‘Teams Phone Standard’ add-on license. |
Microsoft Teams Domestic Calling Plan or Teams Phone with Calling Plan - IS NOT REQUIRED | Customer | Please keep in mind that to use UniVoIP's Cloud Voice service, you do not need any of the Microsoft calling plans – namely: ‘Microsoft Teams Domestic Calling Plan’ and ‘Teams Phone with Calling Plan (Country Zone1 -US)’. In fact, to switch any existing user with a calling plan, you must remove the Microsoft calling plan license and replace it with the “Teams Phone Standard” License. |
Shared Device | Customer | Common Area Phones can use a Shared Device License. |
Teams Resource Accounts | Customer | These licenses are free and will be needed for Auto Attendants, Call Queues. |
Teams Audio Conferencing with dial-out to USA/CAN | Customer | To add audio dial-in capability to Teams conferencing, you may add a free license to every Teams user. That license is called, ‘Teams Audio Conferencing with dial-out to USA/CAN’. This is not required for the phone system. Its purpose is to add the capability for participants to be able to call a phone number to join a Teams conference call. It also allows the meeting owner to call external participants. |
Onboarding | ||
Onboarding - This is only done once and is not needed in additional phases. | Completes in about 15 Minutes | |
The contact we have on file with the signed contract will receive an automated email with login credentials to our Service Control. Please log in. | Customer | You will be asked to invite your Global Admin at this step. This person will have the appropriate level permissions to continue. You will also be able to invite others who can help after the initial onboarding and testing of at least one user. |
Onboarding Workflow - Step 1 (ACTIVATE YOUR VOICE PATHS) |
Customer | During this step, the system will identify at least one available license. |
Onboarding Workflow - Step 2 (ADD TELEPHONE NUMBERS) | Customer | During this step, you will add a telephone number to assign to a licensed user (see Licensing requirements) for testing. |
Onboarding Workflow – Step 3 (ASSIGN USERS TO NUMBERS) | Customer | During this step, you will assign the test number you selected to your licensed user. |
Onboarding Workflow – Step 4 (MAKE SOME CALLS) | Customer | The user that has been assigned the test number should make a call from Teams and accept a call from Teams to complete this task. |
Ready to add telephone numbers to users! | Customer | At this point, the customer can add telephone numbers, assign to users or resource accounts, and make and receive calls in Teams. Billing is automated and will process on the 1st of the month following implementation of Service Control as numbers are added. If test numbers are used prior to porting, they can be "released" in Service Control by the customer at any time. |
Porting |
3 Week Leadtime |
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Provide CSR and Phone bill along with a list of phone numbers to port. | Customer | Please provide a current telephone bill from your provider. This is needed 3 weeks prior to the port date requested. |
Enter telephone numbers in Service Control Portal and populate order information. | UniVoIP - PM | The PM will enter the telephone numbers in Service Control and provide required information to port. This will cause automation to send an LOA to customer listed as Authorized Signer via DocuSign. |
Sign LOA via DocuSign | Customer | Once the telephone numbers are entered in our Service Control platform, the contact who is specified as the Authorized Signer will receive an email to sign the LOA via DocuSign. Please review the telephone numbers and information listed, sign and submit immediately. |
Submit the port order with the carrier | UniVoIP - PM | The UniVoIP PM will review the provided documents and submit the order with the carrier for the desired port date. If there are any exceptions on the order request, you will be notified. |
Confirm FOC (Firm Order Commitment) Date for all numbers porting | UniVoIP - PM | PM will notify customer of confirmed date when received from carrier group. |
Numbers are added to Service Control and ready for assignment | UniVoIP | Within 24 hours from receiving the FOC date from the carrier group, you should see the numbers appear in Service Control for assignment. |
Confirm Numbers assigned in Service Control | UniVoIP - PM | The UniVoIP PM will confirm the numbers porting are assigned in Service Control prior to the port date. |
Porting confirmed completed | UniVoIP - PM | The PM will confirm with customer when the porting has completed. |
Database Discovery - Teams |
Variable | |
Prepare lists of Call Groups, Auto Attendants, and Telephone Number assignments for users | Customer | This information is needed when programming call groups, Auto Attendants, and Resource Accounts on Teams Admin Center. This is also needed to License your users in Microsoft 365 and assign telephone numbers in Service Control. |
Programming - Teams |
Approximately 1 to 2 (1) hour sessions to complete most configurations. | |
Program Resource Accounts, Automated Attendants, and Call Queues |
Customer | This will be programmed in Teams Admin Center by the authorized administrator with access to Teams Admin Center. This can also be done during the working sessions with the UniVoIP Onboarding Team. UniVoIP's onboarding team will assist by providing best practices and recommendations, as well as guidance during the working sessions. |
Assign telephone numbers to Resource Accounts via Service Control under TEAMS/ AA or CQ and assign telephone numbers to licensed users. | Customer | This can be done by anyone invited to Service Control. |
Training |
30 minutes each. | |
End User Training Demo | UniVoIP/Customer |
UniVoIP can assist with this training on a scheduled call with end-users if requested. Training Demo videos and links are also provided by the PM. |
Admin Training | UniVoIP/Customer | UniVoIP will schedule a training session with the Admins on Service Control access, such as how to move telephone numbers from Park to Teams, how to add new location addresses and verify them, how to add additional CNAM assignments and how to access Billing. |
Admin Training with Support | UniVoIP/Customer | UniVoIP will provide a session with the Support Manager on how to contact Support and create tickets. https://univoip.com/customer-support/ |
Hardware and Ancillary Devices |
Variable | |
Verify and/or purchase user Headsets are working and compatible with the user's Teams environment. |
Customer |
UniVoIP does not sell headsets, however, this is a link to Microsoft-compatible and recommended headsets: https://www.microsoft.com/en-us/microsoft-teams/across-devices/devices/category/headsets/36?page=1&filterIds= |
Purchase any handsets required. | UniVoIP/Customer | https://www.microsoft.com/en-us/microsoft-teams/across-devices/devices/category/desk-phones-teams- displays/34?page=1&filterIds= |
Shipping UniVoIP hardware (rental or purchase) | PM | PM will coordinate with the UniVoIP Material/Warehouse to ship equipment in a timely manner to work with the go-live/onboarding schedule. |
Network Validation | Variable | |
Validate Network for Teams: Reliable devices for smooth operation of the Teams clients, which will deliver our voice services: i.e., reliable PCs, MACs, Smart Phones, Tablets or approved native Teams IP Phones, Reliable LAN, QoS-enabled PoE Switches capable of VLAN, reliable WAN and ample bandwidth to ensure smooth operation of the Teams phones or the Teams client. |
Customer |
Here are Microsoft documents with information about preparing your organization's network for Teams: https://learn.microsoft.com/en-us/microsoftteams/prepare-network https://learn.microsoft.com/en-us/microsoftteams/qos-in-teams https://nam10.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.microsoft.com%2Fen- https://www.microsoft.com/en-us/download/details.aspx?id=103017 |
Meetings/Communication | Variable | |
Kick Off/Introduction Meeting | PM/Customer/Partner | The PM will schedule a call with all involved in the contract. In this call, we will discuss the onboarding requirements and determine the timeline for porting based on customer needs. The PM will email notes from this meeting within 24 hours. |
Onboarding Assistance | PM/Customer | The person who is the primary contact will receive the email inviting them to Service Control and start the Onboarding. This can be done on their own or during a working session with UniVoIP's Onboarding Team. The PM will coordinate this call if desired. |
Weekly Project Status Call | PM/Customer/Partner | The PM will schedule a weekly status call to keep all tasks on target as the project progresses, if necessary. Some larger projects are implemented in phases and require weekly discussions. |
Project Completion Report | PM | The PM will prepare and send a project completion report, listing services implemented as per the contract and reference the first invoice date. |
OFFICECONNECT™️ (UCAAS)
UniVoIP Service Activation | |
Customer Responsibilities | UniVoIP Responsibilities |
Initial Discovery | |
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Subscription Agreement | |
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Activation Kickoff | |
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Service Provisioning | |
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Circuit Delivery (If Private Wide Area Network or Internet Access Provided by UniVoIP) | |
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Hardware Delivery | |
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Site Access & Activation | |
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Activation Complete | |
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POST ACTIVATION | |
Administrator Training | |
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Number Porting (If reusing existing phone numbers) | |
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