Implementation Life Cycle Overview
The first step of CallTower’s implementation process is to assign the customer an Implementation Project Manager (IPM). The IPM is responsible for:
- Establishing clear Microsoft Teams Direct Routing implementation expectations.
- Ensuring success through execution and delivery.
- Managing the customer’s experience throughout the process.
Key Steps in the Implementation Process
- Assigning the IPM:
- The IPM creates:
- Implementation Project Plan
- Implementation Scope of Work (SOW)
- Implementation Timeline
- An introduction email is sent to the customer, followed by scheduling the Kick-Off Call.
- The IPM creates:
- Kick-Off Call:
- Introduces key stakeholders and their roles.
- Reviews the Implementation SOW, Project Plan, and Timeline.
- Ensures alignment of customer needs and expectations.
- System Setup and Testing:
- CallTower facilitates the installation and setup of MS Teams Direct Routing, required licensing, and additional features.
- Builds users, call flows, and other functions in CallTower systems.
- Conducts early testing and readiness checks with the customer.
- Customers complete training segments and readiness work during this phase.
- Go Live:
- Numbers are ported into MS Teams Direct Routing.
- Post-port Go Live Checklist is completed.
- Onsite Go Live testing and verification are conducted to ensure full functionality.
- Post-Go Live Support:
- The IPM and the customer’s Main Point of Contact (MPOC) communicate about operations.
- The MPOC reports issues or challenges, which the IPM addresses with a working plan.
- Follow-up training and user adoption challenges are tackled.
- Acceptance & Project Close Call:
- The IPM schedules a final call to:
- Review the implementation process.
- Transition the account to CallTower’s Service & Support Department.
- Discuss support processes, resources, and escalation paths.
- The customer provides feedback and formally accepts the implemented services.
- The IPM schedules a final call to:
Final Phase: Project Closure
The implementation project is officially closed after the Acceptance & Project Close Call. The account transitions to CallTower’s Service & Support Department for ongoing assistance.
