Onboarding Process
Congratulation you have just purchased a state of the art Cloud PBXact Unified Communications solution.
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Account Setup
Sangoma requires all new Cloud PBXact clients to complete these two steps to finish the initial setup of your account. If these steps are not completed you will not be able to proceed with the configuration of your system.
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For security reasons, you need to set-up e911 for your phone system from the onset.
Instructions can be found here => https://wiki.sangoma.com/display/PPS/Set+Up+> Set Up e911
Step 2: Account Sign up Verification by calling 920.886.0226
To protect you and us against fraud, we need to have a phone call to verify payment information.
Instructions can be found here => https://wiki.sangoma.com/display/PPS/Cloud+Account+>Cloud Account Verification
PBX Setup and Configuration
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You can jump in and start working with your new cloud system. This is a very valid option for trained Sangoma partners or technical end users
For more information please visit https://wiki.sangoma.com/display/PPS/Setting+up+your+PBXact+Cloud+visit Setting up your PBXact Cloud system
Option 2: Use the Up and Running Service from Sangoma
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Sangoma supports the use of other IP phones than its brand. You will need to purchase the 3rd party phone support option to receive onboarding support for these devices. The 3rd party phone support option enables the End-Point Manager module of PBXact and provides ready to use templates to provision phones. Please review our supported list from here https://wiki.sangoma.com/display/FPG/here EPM-Supported + Devices.
We include in our service inbound routes, outbound routes, Time of Day routing schedules, IVR, extensions, Zulu. Anything outside will be dealt on a case by case basis and needs to be discussed with your onboarding engineer. Advanced services may require the purchase of professional services hours.
We do not take responsibility of designing the customer's LAN and WAN network. But because this design is critical for overall voice quality of your system, we will help you point out areas for improvement if required.
This service is not an 'on the fly' service by just calling in and performing open ended support sessions. We respect your time and we want to make this process as efficient as possible for everyone. This is the reason there are questionnaires and scheduled calls. We expect you to provide the information in a timely manner and to show up on scheduled calls on time or help us reschedule - just as you would expect us to do the same.
The whole process of onboarding will be carried through a single support ticket. Typically, we leave the ticket open for about 30 days following the Activation Call. After that time, customers with support requests will have to use our ongoing tech support process.