CloudPBX Implementation Process

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

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.