Table of Content s9

Project Follow-up Document :

The goal of this document is to present the high level project planning and to centralise all the actions to take in order to finalise the project in due time

Customer Name : Customer Id : Account Code : Project Manager : Order Reference :

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 2/11

Table of Content

Summary of the project List of Action Points / Planning Project Scope : Specific Call Flow Training Documentation Support Conclusion

1. Summary of the project

2. List of Action Points / Planning 2.1. Action Points

Id Description Due date Owner Status 1 Fill in the CRS sheet and send it to PM 2 Send the specific configuration to PM 3 Prepare the technical environment (FW, Rack)

2.2. Planning

What When Who Server Installation Phones Installation Prerequisite ready Migration & Test Training

2.3. Impact during the migration

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 3/11 describe here the migration process and the impact

3. Project Scope :

During the kick-off meeting, the project scope will be defined and described here - You can find below the list of the main points to be clarified :

1. Profile to be configured a. User or Manager for the people ■ to be filled in the CRS ■ default value : to be defined b. Conference Room : Yes/no c. IVR to be created : Yes/No ■ if yes how many : ■ if yes - AP for customer to describe his needs - see below d. Call Queuer : Yes/No ■ if yes how many : ■ if yes - AP for customer to describe his needs - see below 2. Specific Features a. Personal User Mobility : Yes/no b. Call Pick - Department / Group : Yes/No c. net.Console : Yes/no d. net.Desktop : Yes/no e. net.Supervisor : Yes/no f. ESCAUX.Connect : Yes/no g. LDAP Integration : Yes/no h. Other : please specify in integration chapter 3. Analog equipment a. Modem : yes/No b. Stamp machine : Yes/no (only possible with FXS card and no SIP trunk) c. Faxes via ATA : yes/ no - how many 4. Prerequisite a. Installation requirement https://www.escaux.com/docs/UcTemplate30InstallationRequirements.html ■ Switch POE : yes/no ■ Rack space and size : OK/NOK ● Rail Size : long/short (for DL320) ■ Firewall rules : see installation requirements

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 4/11 ■ other : see installation requirements b. Network requirements ■ DHCP Escaux : Yes/No ■ Vlan Voice : Yes/No ● If yes : must use CDP/LLDP ● If yes & Applications ( netConsole/netDesktop) : trust Vlan c. Operator Line : ■ operator : ■ PRA/BRA : ■ SIP : if COLT => xls to fill in with customer (IP range to avoid collapse) d. Training : included in the offer : yes/no ■ if yes : See below the procedure to plan the training (put your project manager in copy) ■ if no : customer confirms that no need.

4. Specific Call Flow

4.1. IVR

For each IVR specify the configuration - You can find in

4.1.1. IVR : extension :

extension Node 0 Forward to extension Y/N ext = Play Message Y/N Do nothing Y/N

Node 1 Forward to extension Y/N ext = Play Message Y/N Do nothing Y/N

Node 2 Forward to extension Y/N ext =

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 5/11 Play Message Y/N Do nothing Y/N

Node 9 Forward to extension Y/N ext =

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 6/11 Play Message Y/N Do nothing Y/N

4.2. Call Queuer

For each queue specify the configuration

4.2.1. Queue Name 1

Extension Display Name Time checker Yes/No Welcome Message Yes/No Call distribution ringall - leastrecent - fewestcalls or random => choose one Status will be used ? Yes/No Office Forward to extension Y/N Play Message Y/N Send to voicemail Y/N

Out-of-office Forward to extension Y/N Play Message Y/N Send to voicemail Y/N

holiday Forward to extension Y/N Play Message Y/N Send to voicemail Y/N

Lunch Forward to extension Y/N Play Message Y/N Send to voicemail Y/N

In case no agents are logged in Forward to extension Y/N Play Message Y/N

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 7/11 Send to voicemail Y/N

Call stay in queue 10-20-30 seconds or 1-2-5-10-15-30 minutes In case no one has answered after the Forward to extension Y/N timeout, Play Message Y/N Send to voicemail Y/N

4.3. Hunt Group

The group allows for up to 15 agents to be called one after the other. The group will always start at the first agent. For each hunt group specify the configuration

4.3.1. Hunt group Name 1

Extension Display Name Time Checker Yes/No Welcome Message Yes/No Each agent will be called for a 5-10-20-30-40-50 seconds same amount of seconds. This timeout can be

When reaching the last agent, the between 1 and 10 (configurable) group will restart with the first agent. The number of times that the group will be retry is In case all available agents are busy, a fallback action will be Forward to extension Y/N executed Play Message Y/N Send to voicemail Y/N

In case no one has answered after the timeout (number of Forward to extension Y/N available agents * timeout per Play Message Y/N agent * number of retries), a Send to voicemail Y/N fallback action (Second action) will be executed List of extensions in the huntgroup from 1 to 15 1 2

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 8/11 3 4 5 6 7 8 9 10 11 12 13 14 15

4.4. Other Call Flow - to be described by the customer

Specific call flows are not included in the standard pricing except if specified in the sales offer 5. Training

ESCAUX provides 3 types of onsite trainings.

1/2day Adm. Training The half-a-day administrator's training is a short introduction to the administrator system. It is a short overview and is therefore targeted at users who will need to do small changes from time to time. The main administrators of the solution are advised to follow the advanced administrator training mentioned above. 1/2day Console Training The end user training introduces a user to his new phone and his software clients (if applicable). The trainer training is similar, but aimed at the in-house trainer who will give the end user training to the users. 1/2day Train the The console training targets the receptionists or the operators Trainer /End User who will be using the net.Console software. training

In case you’ve ordered such a training, plan directly by using the following procedure 1. Go to : https://www.escaux.com/docs/RequestForms.html 2. Fill in the planning request

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 9/11 3. A coordinator will contact you to plan the training

ESCAUX provide 2 more advanced trainings at ESCAUX.

Administrators will learn basic tasks like adding and modifying 2 days Advanced users and phones. In addition, they will get an in-depth overview Administrator Training of the architecture and powerful callflow system that is used to modify and add services and functionality. The training builds on the administrator training on all levels. At 3 days Expert Training the end of the training, participants are able to independently manage a large multi-site deployment in all its aspects, as well as the integration with other ICT software and components.

You can find the planning on http://www.escaux.com/customers/training-certification/ To subscribe or obtain more detailed information about one of the trainings, you can mail to [email protected].

6. Documentation

The documentation is located here :

General Documentation https://www.escaux.com/docs/DocumentationSite.html Fusion 3.x https://www.escaux.com/docs/Fusion30.html Support Procedure https://www.escaux.com/docs/SupportProcedure.html Training https://www.escaux.com/docs/OffGenMain_TrainingTable.html

7. Support

ESCAUX provides a single point of contact for the reporting of faults for all services specified in the contract schedule. Our service team processes have been designed based on ITIL best practices to guarantee that the right level of support is given at any time. A. Before opening a ticket a. Before opening a ticket, have a look at our Technical FAQ (https://www.escaux.com/docs/CustomerFaq.html) or at our Documentation (https://www.escaux.com/docs/) that could contain answers to your questions. b. Reporting an incident or a service request b.i. Open a ticket by sending an email to [email protected] b.ii. It’s important to have a clear problem description.

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 10/11 ● Name: ● Phone number: ● Company: ● Customer number: ● Equipment affected (circuit reference, SOP Key, Site): ● Request type: Change Request / Incident ● Priority : Very High / High / Medium / Low ● Problem description: ● Troubleshooting realized: b.iii. You will receive an automated email containing your ticket number. c. If urgent, call us on the number +32.2.788.7470 c.i. You will need your customer number or your support ticket number c.ii. You will be in direct contact with a unified communication engineer B. FAQ a. What to do if I didn’t receive a ticket number ? a.i. You can always call us, even when you don’t have a ticket number. Your customer number will be asked instead of the ticket number. b. What to do when I have an urgent request ? b.i. Follow the procedure mentioned above. Indicate that your request is urgent to the engineer you have on the line. The unified communications engineer will analyse and solve the problem as soon as possible. c. What to do if I don‘t know my customer number ? c.i. Your customer number is indicated on each invoice you have received from ESCAUX (“Numéro client”, “Klantnummer”, “Customer number”) as well as in the auto-reply message you receive from [email protected] . You can always ask your customer number by contacting your Account Manager, our Reception desk or by sending a mail to the support address. d. When can I expect a first reply when sending an email ? d.i. ESCAUX guarantees a first reply to your request within the Next Business Day.

Fuzer will give you access via the service portal (https://www.escaux.com/service/) to the status of your open ticket, the list of ticket history and the status of syour support credits.

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium 11/11 Your login will be your email address and password will be sent by the site itself before the end of the project. In case you didn’t receive it don’t hesitate to contact your project manager or the support team.

8. Conclusion

We hope the present document has enabled you to get answers to your possible questions and remain available for any question on the latter, via phone or email to [email protected]. We’re looking forward to working with you in good cooperation !

Escaux N.V. / S.A. - Chaussée de Bruxelles 408, 1300 Wavre, Belgium