FirstDigital Customer Knowledge-base

CloudPBX Implementation Process

Owned by Chris Workman
Last updated: Aug 12, 2024
4 min read

Thank you for choosing FirstDigital Telecom and our Hosted PBX product!

We're excited to have you on board and want to ensure a smooth implementation process for your new voice services. Here's a brief overview of what to expect:

  • The first table covers the general implementation process.

  • The second table provides some helpful links and steps you can proactively take while waiting for us to contact you and throughout the implementation process.

Steps in the Process

Requirements and or Information

Helpful Information

Typical Time Frame after the order is submitted.

Steps in the Process

Requirements and or Information

Helpful Information

Typical Time Frame after the order is submitted.

Step 1: Order Submitted

 

  • Signed Letter of Agreement (LOA) - required if porting phone numbers.

  • Signed Scope of Work (SOW) - allows our engineers to begin working immediately.

 

1 to 2 Business Days after the documents are signed and submitted.

Step 2: Kick-Off Email

  • You'll receive an email introducing you to your assigned Project Manager, along with:

    • A workbook to fine-tune call flow and project details (call queues, IVR, etc.).

    • Directions on filling out the workbook.

    • Links to resources for setting up new services.

  • The workbook may seem redundant if you submitted an SOW, but its meant to gather specific details and user credentials for service setup.

 

5 to 7 Business Days after the Order Entry process is completed.

Step 3: Kick Off Call

  • An Implementation Engineer will work with you to finalize the new service setup based on the SOW and workbook.

  • Key Topics:

    • Confirm equipment requested will meet your needs.

    • Confirm process for equipment provisioning.

    • Signed LOA verification.

    • Discuss porting.

    • Scheduling a "Go Live" date.

  • This call is an opportunity for all parties to ask questions about call flow, features, and device setup.

Scheduling this step is based on when we receive the Kick Off Email back from the customer. Typically 3 to 5 Business days after the email has been returned.

Step 4: System build and device provisioning

  • The Implementation Engineer will begin building the PBX to to spec, based on criteria discussed during the Kick-Off call.

  • Phone equipment will be ordered and shipped.

2 to 7 Business Days after the kick off call.

Step 5: Go Live

  • We'll confirm all devices are functioning properly and conduct any necessary testing before porting your phone numbers.

  • This step ensures:

    • All devices are up and running.

    • Any fax/alarm lines and paging devices are functional.

 

Scheduling this step will be determined during the Kick Off Call or Follow Up meeting and confirmed by the porting date.

Step 6: Hyper Care

  • You'll be in a "Hyper Care" state for the following week after the Go Live date.

  • Any issues you experience will be considered a priority by Customer Service.

  • When contacting Customer Service (by email or phone), reference your order number to ensure your issue is considered "Hyper Care" status.

Contact Information

  • customerservice@firstdigital.com

  • Phone: 801-456-1000

 

Potential Follow Up Meetings

  • If needed, a follow-up meeting will be scheduled to address any outstanding issues brought up during the Kick-Off call and confirm a "Go Live" date.

  • Basic training on phone provisioning and phone features may also be provided at this time.

 

Scheduling this step, if necessary, will be determined during the Kick Off Call

Additional Trainings

If you still have questions after the Kick-Off call, potential follow meetings, and the guide below, we offer additional training. You can place an order with customerservice@firstdigital.com. A project coordinator will reach out to schedule a time with you.

When requesting additional training, please include any specifics you would like to cover.

Scheduled with in 2 to 5 business days after the request is submitted.

Printable Implementation and Responsibilities overview

 

 

 

Helpful Links and Informaiton

Explanation

Direction

Helpful Links and Informaiton

Explanation

Direction

Trouble Shooting Guide

This page contains a list of the most common issues we run into when transitioning customers to our hosted voice platform.

 

Equipment Set Up

Prior to the “Go Live” meeting, please unpack, assemble, and distribute the new phones to the degree you feel is most appropriate for your business. This saves time waiting during the meeting

 

SIP ALG Detector

 

SIP ALG is the primary issue we face when turning up VOIP services. This software is a quick and easy way to determine if SIP ALG is on. We advise you turn it off.

Once you have the page up, click the “This link” under “Client Based Testing”. The program is small and can be removed once the test has been completed.

CloudPBX User guide

This guide covers the primary features of the phone and PBX, like voicemail, conference calling, WiFi, and Bluetooth settings

 

SIP ALG Tips and Tricks

Link to the SIP ALG and NAT issues page.

This page has been incredibly helpful when troubleshooting potential issues with in your firewall.

For any questions, please contact Customer Support at (800) 213-1315 or (801) 379-3000.