- Solution Discovery, Customer requirements analysis:
These project services help identifying the exact solution which would best fit to the customer’s business needs.
- Design Concept, Solution Description, Project Planning, Roll-back Plan:
After identifying exact customer needs and requirements we create a Design/Solution Document putting together all the requirements, solutions, hardware, software elements which describes the details of the solution to be implemented.
The Project Plan helps identifying the responsibilities of each party, identifying the different project phases, steps and milestones, scheduling all project activities for each phase.
The Roll-back Plan is a safety tool in order to handle the situation if something unexpected might happen during the cut-over. If that happens we can safely roll-back to the previous working stage of the system.
Methodology of the implementation:
- Site Survey, Site Readiness Checklist, customer dependencies:
We build up a Site Survey Checklist and during the Site Survey we can check whether all the prerequisites exist on-site. Based on this document we can decide if we can start the on-site work or we should point on the missing items.
During programming we implement all the changes, new items, upgrading the software or firmware versions, etc. according to the solution description/design.
Remote – all the programming activities which can be done over a secure VPN (Avaya recommendation) or via WebEx Dream Bells can make it. This method of programming is saving money for the Customer. No travelling and lodging costs (no T&L costs).
On-site – some of the programming tasks can only be done on-site, because of safety reasons or Customer requirements.
Prior testing we create a Test Plan. The aim of the Test Plan is to describe all activities that Dream Bells and Customer should do during the test period of the solution. This document ensures that both DreamBells and Customer engineering teams would know what they should and what they should not expect from the installed Avaya solution. Also, we might discover limitations, errors or performance problems during the test. This document acts as a guide for the testing team to perform certain activities in a structured logical order and to minimize downtime and service degradation on all connected systems.
This is the key stage of the implementation.. To make it successful we need a detailed plan for the go-live. The Cutover Plan describes all the steps which would be carried out by Dream Bells and Customer during this phase along with the responsibilities. The Roll-back Plan is the elemental part of the preparation for the Cutover.
- Post cutover Support:
After the cutover in most cases we give a “First Day Support” for the customer to help to quickly resolve any issues that could occur during the first “live” day. Sometimes it could last for a week or more depending on the complexity of the changes or the size of implementation.
- End User Training:
These types of trainings could help the Customer to learn all the necessary details which would be needed to handle calls with the new Avaya phones, use the voice messaging, handle conference calls, train the agents for Avaya call center specific things, etc.
- Operational Training:
These types of trainings are for the Customer’s operational staff. During these trainings the Customer’s technical staff would learn the necessary operational and maintenance procedures how they could handle the Avaya systems during a daily operation (implementation of new extensions, trunks, agents, call-flows, fault detection, basic trouble shooting, report making on the CMS, basic IVR-flow making, announcements, etc.).
We can provide the following type of Support Services according to the Maintenance Support Agreement with the Customer:
- Per Incidence Support:
In this type of support we do not provide any SLA (Service Level Agreement). We will handle the cases as soon as possible depending on the other case’s priorities in the queue. We charge the case on T&M cost base. We can handle the intervention on the following ways:
- System Operation Support:
In this type of support we provide a certain SLA (Service Level Agreement). We will handle all the cases within the agreed SLA. According to the Customer needs we can provide availability in business hours up to 7x24 full coverage support.
We can provide these 2 types of Operation Support or a mix of them: