1. Kick-Off Meeting Customer Requirement Survey
11 & 12 January 2010
Kick-Off Meeting Customer Requirement Survey
08/11/2018

2. Agenda Architecture & Services Template Presentation Project Plan
11 & 12 January 2010
Agenda
Architecture & Services
Template Presentation
Project Plan
Planning
Technical Information gathering
Installation requirements
Support & Trainings
08/11/2018

3. Architecture & Services
11 & 12 January 2010
Architecture & Services
Encrypted Config files are pushed in the SOP
Cluster
S0P
S0P
internet
S0P
08/11/2018

4. Architecture & Services
11 & 12 January 2010
Architecture & Services
Encrypted Config files are pushed in the SOP
S0P
S0P
internet
Active
S0P
Active
08/11/2018

5. Architecture & Services
11 & 12 January 2010
Architecture & Services
Encrypted Config files are pushed in the SOP
S0P
S0P
internet
Active
S0P
Active
08/11/2018

6. Architecture & Services
11 & 12 January 2010
Architecture & Services
Encrypted Config files are pushed in the SOP
S0P
S0P
internet
S0P
Active
08/11/2018

7. Architecture & Services
11 & 12 January 2010
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
Nbr mapping
Reporting
Basic
Advanced
08/11/2018

8. Agenda Architecture & Services Template Presentation Project Plan
11 & 12 January 2010
Agenda
Architecture & Services
Template Presentation
Project Plan
Planning
Technical Information gathering
Installation requirements
Support & Trainings
08/11/2018

9. CONFERENCE ROOM (virtual)
Communication Flow
Profile
Status
Communication tool
USER
MANAGER
RECEPTIONIST
GROUP
IVR
Role
Technical profile +
CONFERENCE ROOM (virtual)
SERVICE AVAILABILITY
Time check
DOOR BELL …
Intentional status
Device status
IDLE
BUSY
NOT CONNECTED T
OFFICE
TELEWORKING
HOLIDAY
RING PHONE
SEND TO VOICE MAIL
PLAY MESSAGE
08/11/2018

10. Profile : User / Manager? 1
FIRST ACTION 2
SECOND ACTION
NO RESPONSE
(no reply – busy) T
08/11/2018

11. Profile : User / Manager
RING PRIMARY PHONE
RING ASSISTANT 1 2
RING SECONDARY PHONE +
RING PRIMARY + SECONDARY PHONE
PLAY STATUS-SPECIFIC MESSAGE
OPTIONS WHEN PHONE BUSY
CALL WAITING
CALL FORWARD ON BUSY ? 1
FIRST ACTION 2
SECOND ACTION
NO RESPONSE
(no reply – busy) T
Only for
manager
08/11/2018

12. Profile : User / Manager? 1
FIRST ACTION 2
SECOND ACTION
NO RESPONSE
(no reply – busy) T
ASSISTANT
VOICE MAIL
RECEPTION
MY TEAM
“MY PERSONAL ASSISTANT” MENU
Only for
manager
08/11/2018

13. Profile : User / Manager
“My Personal Assistant” menu = IVR
Decide what options will be presented to calling party
Send to voic
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
08/11/2018

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
08/11/2018

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 reception number
08/11/2018

16. Profile : Group Profile
SERVICE AVAILABILITY (time check)
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)
Optional for GROUP profile
Available 1
FIRST ACTION
ring time
NO RESPONSE
(no reply – busy) 2
SECOND ACTION
08/11/2018

17. Profile : Group Profile
SERVICE AVAILABILITY (time check)
Optional for GROUP profile
Available 1
FIRST ACTION
Welcome Message
ring time
NO RESPONSE
(no reply – busy) 2
SECOND ACTION
Forward to extension
08/11/2018

18. Profile : Group Profile
SERVICE AVAILABILITY (time check)
Optional for GROUP profile
Not Available
During holidays
Out of office hours
Lunch time
08/11/2018

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
08/11/2018

20. IVR Profile
Max 5 Nodes
Max 3
Sub-Nodes
Remarks : To have more layer you can forward to an extension with IVR profile
08/11/2018

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
08/11/2018

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
08/11/2018

23. Agenda Architecture & Services Template Presentation Project Plan
11 & 12 January 2010
Agenda
Architecture & Services
Template Presentation
Project Plan
Planning
Technical Information gathering
Installation requirements
Support & Trainings
08/11/2018

24. Project Plan & CUSTOMER ESCAUX -5 -5 = workdays 11 & 12 January 2010
Environment ready at customer site
Order
signed
End User
Training
Network & Application CRS
Hand-Over
Signed -5 X
X+5 -5
Kick-Off with
customer
Installation -5 X
X+5 -5
Material delivered and staging done
&
Order received
at Escaux
SMP config done
Hand-Over
Document received
ESCAUX X
= workdays
08/11/2018

25. 11 & 12 January 2010
Project Plan
The exchange of technical & business information between customer and ESCAUX is done via the CRS gathering Sheet
=> See sheet CRS.xls
08/11/2018

26. Project Plan Installation Requirements
11 & 12 January 2010
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).
08/11/2018

27. Project Plan Installation Requirements
11 & 12 January 2010
Project Plan
Installation Requirements
4. Other Specific Requirement
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
08/11/2018

28. Agenda Architecture & Services Template Presentation Project Plan
11 & 12 January 2010
Agenda
Architecture & Services
Template Presentation
Project Plan
Planning
Technical Information gathering
Installation requirements
Support & Trainings
08/11/2018

29. Support & Trainings Portal Access : www.myservice.escaux.com
11 & 12 January 2010
Support & Trainings
Portal Access :
Legal documentation
Technical documentation
Contact information
Support : Trouble ticketing system -
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
> news
Advance administrator training
08/11/2018