Webex Calling 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: Physical Devices Ordered

• Phone equipment will be ordered and shipped proactively to avoid delays.

• You may receive the equipment before hearing from our team.

2 to 7 Business Days after Order Entry process is completed.

Step 3: Kick Off Email

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

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

  • Links to resources for setting up new services.

• The workbook may seem redundant if you submitted an SOW, but it gathers specific details and user credentials for service setup.

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

Step 4: Kick Off Call

• A voice engineer will discuss and finalize the new service setup based on the SOW and workbook.

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

• Key Topics:

  • Equipment received and quantity confirmed.

  • Signed LOA verification.

  • Discuss porting.

  • Scheduling a "Go Live" date.

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

Step 5: Potential Follow Up Meeting

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

• Basic training on Control Hub, phone provisioning, and the Webex App may also be provided.

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

Step 6: 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 7: 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 "Hyper Care" status.

Contact Information

• customerservice@firstdigital.com

• Phone: 801-456-1000

1 week following the “Go Live” date.

Printable Implementation and Responsibilities overview

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.

SIP ALG Tips and Tricks

Link to the SIP ALG and NAT issues page

Cisco Webex Network Requirements

There is a lot of information in this page and all of it is important.

We advise you read everything, however, if you want to get straight to the point, you can start at the section labeled “Domains and URL’s for Webex Calling Services”. This will provide you with an brief overview of any ports and IP’s that will need to be white listed or opened to ensure a great VOIP experience.

Cisco CScan Advanced Test

There are two tests, Basic and Advanced. We advise you run the Advanced test.

This test does not include a SIP ALG or NAT Timing test. Its more of a stress test and checks to ensure the primary ports are open.

Cisco Webex YouTube Channel

Cisco has created a training vidoe for every feature and product Webex has to offer.

You can search by phone model or feature name. These videos come in real handy once you’ve had exposure to Control Hub.