FAQ

Customer Care / Installation Process

What is the Customer Care Process?

When you purchase Fonality Connect, your new phone system is automatically started through the Customer Care process. The three phases of the Customer Care process are Design, Configuration, and Training. To read more about the Customer Care process, click here.

How long does the Customer Care Process take?

The Customer Care process is considered complete within 30 days, however most installations are performed much quicker. The time required very much depends on how quickly our customers complete their side of the process such as the Job Order Worksheet, and scheduling their training session. The average installation takes approximately 7 to 8 days.

When does the Customer Care Process start?

The 30 day window in which customers can take advantage of the Customer Care installation process starts the day the phones are delivered to the customer.

How long is my Customer Care ticket kept open?

The customer care ticket is kept open until the earliest of 1) 30 days from the date the phones are received, or 2) upon completion of the Design, Configuration, and Training phases of the Customer Care process.

I have received my phones, but haven't heard from Customer Care yet.

If you have received your phones already, but have not yet heard from Customer Care, you can always call us directly at (877) 366-2548 option 5.

What is a JOW?

The JOW, or Job Order Worksheet is an Excel document provided by Fonality Customer Care for customers to fill out. Filling out the JOW provides Fonality Customer Care with a roadmap for how to configure your Connect server and extensions.

How do I fill out the JOW?

Simply open the JOW in Excel and follow the instructions located in the first tab.

How do I send the JOW back to Customer Care?

You will have received the JOW via email. Simply reply to the email you received with the completed JOW attached, and we will receive it.

After I approve the finalized JOW, what comes next?

After we have received the JOW, reviewed it, and then sent it back for final approval, there is nothing left for the customer to do until the Training phase. Once Fonality has the approved JOW, we will configure your server to your specifications.

My configuration is complete. What if I need further configuration changes?

Once the JOW has been approved and Customer Care has configured the server, all further changes will be the responsibility of the customer. You will be provided all of the tools that you need to configure your own server during the Training phase of the Customer Care process. If further training is needed after the Training phase has been completed, you can call Fonality Support with questions, or visit our knowledgebase at http://help.fonality.com for articles and training videos.

I am having technical issues with the phones/server. Will you still close my ticket after 30 days?

Yes. The Customer Care team is here to help get your server and phones up and running as smoothly as possible. If you are experiencing technical difficulties outside of the Customer Care installation process, you need to contact Fonality Support at (866) 366-2548 (866-FONALITY).

I do not have time / do not want to go through the Customer Care process.

If you do not wish to participate in the Customer Care process, this is perfectly OK. There is a wealth of information and training videos available in our knowledgebase at http://help.fonality.com. In addition, Fonality offers paid remote and onsite installation services via our Professional Services team. For more information about paid installation options, please see http://help.fonality.com/Fonality_Professional_Services .

I do not need training now, but would like to take advantage of your services in the future.

Unfortunately, Customer Care is only available to customers during the 30 day window starting from when the phones arrive at the customer premise. Beyond that 30 day window, customers can use the information and training videos available in our knowledgebase at http://help.fonality.com. In addition, Fonality offers paid remote and onsite installation and training services via our Professional Services team. For more information about paid installation options, please see http://help.fonality.com/Fonality_Professional_Services .

Can't I just attend a training webinar or similar?

We do not offer regularly scheduled webinars for training on Connect, however there are many training videos located in our knowledgebase. The full list of video tutorials is here: http://help.fonality.com/Video_Tutorials!

I have new users that didn't get to see any of the original training.

You can point new users to our User Training Guide located here: http://help.fonality.com/Connect/User_Training

I need to add phones/extensions/licenses to my server. Who do I call?

For any add-on sales or questions about options available, please contact Fonality Sales by dialing (877) 366-2548.

Line Number Porting (LNP) Process

How are my numbers ported to Fonality Connect?

All information about the LNP process can be found here: http://help.fonality.com/Connect/Porting_Your_Number(s)

How long does the LNP process take?