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Kick-Off Meeting Customer Requirement Survey

This template provides a comprehensive agenda for a kick-off meeting, including customer requirement survey, architecture services, and project planning. It also covers technical information gathering, installation requirements, and support and trainings.

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Kick-Off Meeting Customer Requirement Survey

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  1. Kick-Off MeetingCustomer Requirement Survey

  2. Agenda • Architecture & Services • Template Presentation • Project Plan • Planning • Technical Information gathering • Installation requirements • Support & Trainings

  3. Architecture & Services Encrypted Config files are pushed in the SOP Cluster S0P S0P internet S0P

  4. Architecture & Services Encrypted Config files are pushed in the SOP S0P S0P internet Active S0P Active

  5. Architecture & Services Encrypted Config files are pushed in the SOP S0P S0P internet Active S0P Active

  6. Architecture & Services Encrypted Config files are pushed in the SOP S0P S0P internet S0P Active

  7. Architecture & Services Service Management Platform (web interface) Elements Directory Users Internal Directory Resource IP Phone Interfaces Prompt Queue Call Flow Profile Status Call Flow Call Routing Routes Route Groups Restriction Nbrmapping Reporting Basic Advanced

  8. Agenda • Architecture & Services • Template Presentation • Project Plan • Planning • Technical Information gathering • Installation requirements • Support & Trainings

  9. CommunicationFlow + + Profile Status Communication tool T Intentional status Role USER MANAGER RECEPTIONIST OFFICE BUSY RING PHONE SEND TO VOICE MAIL GROUP IVR TELEWORKING HOLIDAY PLAY MESSAGE Device status Technical profile CONFERENCE ROOM (virtual) DOOR BELL IDLE BUSY NOT CONNECTED SERVICE AVAILABILITY Time check …

  10. Profile : User / Manager ? T NO RESPONSE (no reply – busy) FIRST ACTION 1 USER MANAGER SECOND ACTION 2

  11. Profile : User / Manager ? 1 RING PRIMARY PHONE T RING SECONDARY PHONE 2 NO RESPONSE (no reply – busy) + RING PRIMARY + SECONDARY PHONE 1 2 FIRST ACTION 1 RING ASSISTANT Only for manager PLAY STATUS-SPECIFIC MESSAGE SECOND ACTION 2 OPTIONS WHEN PHONE BUSY CALL WAITING CALL FORWARD ON BUSY

  12. Profile : User / Manager ? VOICE MAIL T ASSISTANT NO RESPONSE (no reply – busy) Only for manager FIRST ACTION 1 RECEPTION MY TEAM SECOND ACTION 2 “MY PERSONAL ASSISTANT” MENU

  13. Profile : User / Manager “My Personal Assistant” menu = IVR • Decide what options will be presented to calling party • Send to voicemail • Talk to assistant • Talk to reception • Forward to cell phone • Forward to your alternative number (e.g. home, hotel, …) • Call-back (internal numbers only) • Options will be presented in a dynamic way to calling party • To <1st selected option> : press 1 – to <2nd selected option> : press 2 - … • Call-back • Only for internal calls • Limited number of tries and after system stops trying

  14. Profile : User / Manager General Settings • Enter number of assistant (only for manager) • Select your team • Enter your alternative number (e.g. when you are in a hotel) – for 2nd action • Manage your pin-code • Used to access service number (e.g. change status, …) • Voice mail protection Quick link • Forward number • See whether you have entered an unconditional forward (over-rules communication flow) • Manage forward number

  15. Receptionist Profile • This profile is given to receptionist working with net.Console . • Attention this is not the profile of the main reception number • Parameters • Selection of queue (only administrator) • Manage pincode (Administrator and Receptionist) Call direct extension of receptionist Main receptionnumber

  16. Profile : Group Profile • Up to 5 different schedules • Opening / closing hours • Lunch time • Weekly calendar • Holiday calendar • Recurring holidays (e.g. Dec 25th) • Non-recurring holidays (e.g. Easter) SERVICE AVAILABILITY (time check) Optional for GROUP profile Available 1 FIRST ACTION ring time NO RESPONSE (no reply – busy) SECOND ACTION 2

  17. Profile : Group Profile Welcome Message SERVICE AVAILABILITY (time check) Optional for GROUP profile Available 1 FIRST ACTION ring time NO RESPONSE (no reply – busy) Forward to extension SECOND ACTION 2

  18. Profile : Group Profile SERVICE AVAILABILITY (time check) Optional for GROUP profile Not Available • During holidays • Out of office hours • Lunch time

  19. IVR Profile • Level 0 : Entry • Level 1 : Node • Level 2 : Sub-Node Welcome Message MENU FORWARD (internal / exfternal nr) PLAY MESSAGE DO NOTHING FORWARD (internal / exfternal nr) PLAY MESSAGE DO NOTHING

  20. IVR Profile Max 5 Nodes Max 3 Sub-Nodes Remarks : To have more layer youcanforward to an extension with IVR profile

  21. Profile : Conference Room • Link conference room extension to virtual conference room • Possible to link multiple numbers to same conference room, e.g.: • Number for internal use – no pincode required • Number for external use – pincode required • Up to 20 virtual conference rooom profiles standard included ! • Pincode

  22. Analog connection • FXS card and “Sipura” are use to connect analog device • It’s important to define which type of device will be connected to the SOP • FAX ? • Modem ? • Analog phone ? • Stamp machine ? • For Modem and stamp machine it’s important to use the rignt connection method as it’s quite sensitive • many Fax will be

  23. Agenda • Architecture & Services • Template Presentation • Project Plan • Planning • Technical Information gathering • Installation requirements • Support & Trainings

  24. Project Plan CUSTOMER Environmentreadyatcustomer site End User Training Order signed Network & Application CRS Hand-Over Signed 0 -5 X X+5 -5 Kick-Off with customer Installation 0 -5 X X+5 -5 Materialdelivered and stagingdone & Hand-Over Document received SMP config done Orderreceived atEscaux ESCAUX X = workdays

  25. Project Plan • The exchange of technical & business information betweencustomer and ESCAUX isdone via the CRS gatheringSheet • => Seesheet CRS.xls

  26. Project Plan • Installation Requirements • 1. Order connectivity services • Connectivity services like Internet Access, PSTN access or VPN access should be ordered asap, as telecom operators also need time to deploy their services. • 2. Site Requirements • Server dimensions; Switch dimensions & POE; Patch cord dimensions Channel bank dimensions ; Temperature conditions, UPS connection • 3. Remote management connectivity • When your ESCAUX SOP boots, it tries to contact the SMP by using your internet connection to download the latest software version and configuration. This requires opening up some ports on your firewall from the inside (LAN) to the outside (internet). http://myservice.escaux.com/docs/DesignNotes.html

  27. Project Plan • Installation Requirements • 4. OtherSpecificRequirement • DHCP • LAN (VLAN, QoS,…) • Analog connection : FAX, Modem, phone & stamp machine • Doorphone integration : SIP or not ? • Connection to other PABX • Softphone • 5. Application Requirement • - net.Console • - net.Desktop • - net.Supervisor http://myservice.escaux.com/docs/DesignNotes.html

  28. Agenda • Architecture & Services • Template Presentation • Project Plan • Planning • Technical Information gathering • Installation requirements • Support & Trainings

  29. Support & Trainings • Portal Access : www.myservice.escaux.com • Legal documentation • Technical documentation • Contact information • Support : Trouble ticketing system - http://myservice.escaux.com/docs/SupportProcedure.html • Two categories : • Normal - ticket (via mail or site) • Urgent - ticket + phone call (Attention : Support credits = 2x ) • In case of removal, IP address change • → this must be planned at least 2 weeks in advance! • Find details on legal documents in MyService • Training • www.escaux.com > news • Advance administrator training

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