Preparing for the Customer Onboarding Journey

Business Customer Onboarding Journey

As a business customer is preparing to onboard, you must determine which features are required, and their corresponding configurations. Failure to gather the customer requirements and needs upfront can make for a frustrating experience for all involved. Here we have prepared some questions to ask during the onboarding journey process to make things flow as smooth as possible.

Telephone Numbers:

  • Make a list of all in service telephone numbers
  • Get a copy of the most recent telephone bill
  • Sign a Letter of Agency for all local numbers
  • Sign a separate Letter of Agency for each Toll-Free number
  • Determine how each number is presently used and how each number should be used in the new system
  • Ask if the customer needs any new telephone numbers. Get any preferences on area code, rate center, or number flow (e.g., ends in a zero, as many twos as possible, etc.).

User Information:

Make a list of current users including:

  • Full name
  • Extension
  • Assigned DID number (if one exits)
  • The site user is assigned to (if multi-site or if with remote employees)
  • E-mail address
  • Determine user scope (Basic User, Call Center Agent, Office Manager, Site Manager, Call Center Supervisor)
  • e911 Address information for each site, including remote users.

Call Flow Details:

  • Determine if the customer is part of any Call Queues, and if so:
  • What type should they be configured for?
  • What agents should be in each queue?
  • Pre-Queue Options like Require Agents, Require MOH, Callback Options, etc.
  • In-Queue Options such as logging out agents that miss a call, forward if unanswered, voicemail, etc.
  • Does the customer need any Call Parks? If so, how many?
  • Determine if the customer has any Auto-Attendants, and if so, how they are configured
  • What timeframes are required such as open hours, closed hours, and holidays?
  • Determine how the calls should route during each timeframe.

Endpoints:

  • What endpoints currently exist and will they bring these endpoints to the new system? If so:
  • Are they supported by AVATAVA?
  • Does the client have the administrator password?
  • Does the client need new endpoints? If so:
  • How many new endpoints are needed?
  • Determine preferences on features like Wi-Fi/Bluetooth, color vs. monochrome vs. touch screen, number of line appearances, etc.
  • Determine any additional endpoints required such as SIP-enabled speakerphones/door phones, conference room/huddle room phones, or ATAs to support legacy devices?

Features:

  • Determine if SMS should be setup on any telephone number? If so, where should the messages route to?
  • Determine if call recording should be enabled? If so:
  • On what devices/users/queues?
  • How much recording does the customer expect to have per month?
  • How long do the recordings need to be retained?
  • Does the customer need fax support? If so, what type? Read Faxing with AVATAVA for options
  • Are conference bridges required? If so, how many?
  • Is voicemail transcription required?
  • Determine any specific Music On Hold requirements or gather any pre-recorded Music On Hold recordings to upload?

After gathering as many of these requirements as possible, documenting the call flow should make building the System easier. An example of a documented call flow can be found here.

  • VOIP, Onboarding
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