Onboarding Process

Congratulation you have just purchased a state of the art Cloud PBXact Unified Communications solution.

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.

Step 1: Set Up e911 for the main location

• For security reasons, you need to set-up e911 for your phone system from the onset.

• Instructions can be found here => 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 =>Cloud Account Verification

PBX Setup and Configuration

Sangoma offers two options at this point:

Option 1: Do it yourself

• 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 Setting up your PBXact Cloud system

Option 2: Use the Up and Running Service from Sangoma

• You can choose to use an Onboarding Engineer.

• To contact your Onboarding Engineer please open a support ticket by emailing cloudonboarding@sangoma.com. This ticket will be used to communicate all written communications for the entire onboarding process.

• Please see below for what is included for all Sangoma hosted services.

Sangoma Assisted Onboarding Services

Onboarding services are covered in 3 main steps and is started by the onboarding ticket creation as outlined above.

1. Welcome and Introduction Call

2. Order Verification Call

3. Activation Call

Welcome and Introduction Call

• Within 1 business day of onboarding ticket submission

• Typically 30-60 minutes long

• Welcome you to Cloud PBXact service

• Review order for accuracy

• Help you with initial e911 and account verification set up if not already completed

• Gather necessary information for basic configuration and call flows

• Hand out questionnaires to be completed by you to help with system configuration - Location information, phone extensions, phones numbers, etc.

• Discuss Number Porting requirements

• Discuss End Points requirement - IP phones or other devices (see note 1)

• Discuss advanced configuration that may be necessary (see note 2)

• Discuss network readiness - internet / router / firewall / QoS / PoE. (see note 3)

• Explain the rest of the process and schedule next call (note 4)

Order Verification Call

• Returning the questionnaires prior to this scheduled call is mandatory (see note 4)

• Typically 30-60 minutes long

• Review configuration information and questionnaires

• Confirm advanced configuration

• Discuss network readiness - Internet / router / firewall / QoS configuration

• Review number porting and status

• Schedule next call (note 4)

Activation Call

• Between the Order Verification and Activation call:

  • Onboarding engineer will configure your system based on the information from prior calls

  • There may be other coordination and communications between the on-boarding engineer and you

• Typically 30-60 minutes long

• Verify network readiness

• Verify configuration is complete

• Discuss telephone number porting status

• Confirm agreed advanced configuration setup requirements completed

• Hand off and explanation of engaging technical support once onboarding process is completed (note 5)

Notes:

1. 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 EPM-Supported Devices.

2. 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.

3. 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.

4. 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.

5. 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.