CT Voice Implementation

CallTower’s CT Cloud Voice Implementation Guide

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Implementation Life Cycle Overview

The implementation process begins with assigning a CallTower Implementation Project Manager (IPM) to the customer. The IPM is responsible for:

• Establishing clear implementation expectations.
• Ensuring success through execution and delivery.
• Managing the customer’s experience throughout the process.

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Key Steps in the Implementation Process

1. Assigning the IPM:
   • The IPM is briefed by the CallTower Sales Team about the customer’s environment, purchased solution (CT Cloud Voice), and business needs.
   • 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.
2. Kick-Off Call:
   • Introduces key stakeholders and their roles.
   • Reviews the Implementation SOW, Project Plan, and Timeline.
   • Ensures alignment of customer needs and expectations.
   • Discusses responsibilities, deliverables, and the timeline for the entire implementation process.
3. System Setup and Testing:
   • CallTower orders and facilitates the installation and setup of CT Cloud Voice, 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.
4. Go Live:
   • Numbers are ported into CT Cloud Voice.
   • Post-port Go Live Checklist is completed.
   • Onsite Go Live testing and verification are conducted to ensure full functionality.
5. 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.
6. 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.

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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.