Getting Started with Blueface | Customer Onboarding
By Joe Roche on June 1, 2018 in Communications & VoIP
Upgrading your phone system is exciting but when customers join Blueface,“what now?” is always their next question. To help new Unified Communications customers hit the ground running, this post details the steps the Blueface Team take to make sure your IP Phones and UC Platform work on delivery.
Prepare your Network
You must have a minimum download and upload speed of 100 kbps per simultaneous call to ensure the highest quality IP-voice connection. Ensure you’ve tested your broadband speed using Speedtest.net. Blueface is available to assist you in conducting this test.
Do not test your network speed over a WiFi Connection as results are inconsistent and an unclear benchmark for your business broadband. Always use a Wired Internet Connection.
Ensure that there is sufficient LAN (Local Area Network) cabling in place, one cable available for each phone. If you don’t have sufficient LAN cabling in place, you can opt for Wireless DECT Phones or procure additional cabling.
Need Help? Blueface’s Accredited Partner Network can offer your business assistance on any local network needs you might have. Talk to a Blueface sales representative to learn more.
Sign the Contract
A valid contract must be signed to progress towards deployment with Blueface. A member of the Blueface Team will send you a contract to sign to ensure adherence to the Blueface Terms, and that your business has certainty of service and support.
Account & Device Configuration
Once you’ve communicated to your team that you’re going to switch to Blueface, the next step is to gather all of your configuration requirements. These decisions would include providing the users’ details, their phone number allocation, whether they require call recording, handset device choice, whether they require a Blueface Softphone and any various other optional elements.
Blueface Business Support is always ready to handle any queries, but it is best practice to build and distribute internal knowledge to maximise your system. Identify your technology change-champions, who can field quick questions from your staff about the service.
In order to complete your Blueface configuration, the following details are needed:
Employee Details: Name and Email Address
Device, DDI and Access Privileges*
Common Devices e.g. Conference Rooms
Caller ID: Outbound Dialling Number (User’s DDI or Shared Mainline)
Call Routing Details
Call Recording (Optional)
TLS Call Encryption (Optional)
Dynamic Time of Day Routing (Optional)
Virtual Receptionist / Auto Attendant (Optional)
*Nominate your Account Administrators and grant them the ability to move, add and change users, amongst other permission rights.
Once you complete the configuration sheet, the Blueface Onboarding Team will build your account. You will then receive Blueface’s Unified Communications Portal credentials.
Organise a Payment Method
Blueface will raise an invoice for the first month of service, hardware and any other additional fees due. Payment is required upon receipt of this invoice before beginning to process your order.
Please login to the Blueface portal and enter your direct debit or credit card details.
If you choose to pay by Direct Debit, your Blueface Point-of-Contact will schedule a first invoice date. Add a unique reference to your Direct Debit payment for easy reference purposes. Allow up-to-10 days for the Direct Debit payment to reflect in your account.
Devices are Shipped
Once payment is received, Blueface ship your hardware order to your premises.
Blueface will inform all stakeholders of the expected delivery time, usually pre-configured devices are delivered in 3 – 5 working days. Larger orders can take up to 10 working days.
Simple Phone Setup
Simply connect the devices to a power supply, followed by a LAN Cable. The device will then connect to Blueface’s Servers and receive the configuration information.
Apply Optimum Firewall Settings
The router / firewall is the device that regulates your premises’ internet traffic. As Blueface is dependent on broadband, it’s vital to ensure that your router / firewall is configured correctly.
Recommended Technical Settings
User Datagram Protocol (UDP) must have a 200-Second Keep Alive Timeout. This is because default firewall timeout settings are not suitable for VoIP services.
The SIP Application Layer Gateway (ALG) must be disabled to ensure that SIP Packets are unaffected, thus maintaining VoIP Call Quality. Some firewalls hide SIP ALG settings and may require a firewall upgrade or assistance from an IT Partner.
Specify an IP range for allowing all traffic from and to 18.104.22.168/24. This IP range denotes the Whole Subnet and leads to better network performance. If your phones have a static IP address, Blueface can lock the service to a specific location.
To best protect your IP-voice quality, QoS (Quality of Service) should be implemented on your broadband connection via your firewall / router. This apportions some of your connection and dedicates it to voice traffic. This protects voice call quality in case of data usage surges on your network.
Transfer Your Numbers
Number Porting is a highly regulated process that is overseen by Comreg in Ireland. Each registered carrier has Porting Agreements with other carriers.
These agreements ensure all carriers abide by strict porting timelines and transfer of numbers to and from each other if requested by the customer.
Blueface cannot check for line-linked services (Broadband, Alarm, POS etc). To discover and disable connected services, you will need to contact your current provider. Blueface will proceed with number porting only when the line is free.
When you submit your request to port numbers, Blueface relays this information to your incumbent carrier to schedule this number port. Porting timeframes can be customised on a per customer basis (ie port in 20 days) but on average, timeframes are dependent on volume:
New Customer: Up-to-10 Working Days
Existing Customer: 01 Working Day for <10 Numbers [or] 03 Working Days for 10+ Numbers
Once both carriers have agreed to a porting date and time, this will be relayed to you via email. Before number porting execution, new devices should be either plugged in already on each user’s desk or be ready to do a hot swap with the legacy devices.
On the day of the number port, your incumbent carrier will update the Irish Centralised Number Database to reflect Blueface as the new carrier. When these numbers are called, they’ll route into the Blueface Network where we can direct calls to your account as instructed.
Upon porting completion, you will be notified via email that your new phone system is live.
Note 1: Ownership evidence (ie a bill from your current provider) will be required.
Note 2: Only numbers submitted via the porting form below will be ported.
Porting Form: Porting Form
Remember to cancel your account with your legacy provider. Some providers will continue to bill you unless you give formal notice of cancellation even after your numbers have ported out.
Upload Corporate Phonebook
Blueface UC Customers can upload a personal or corporate directory that appears across all associated devices if synced.
Visit our Tutorials to find out more about building and syncing contacts.
When your devices are connected to your local network, you should perform the following tests. If possible, use a device from a different network to perform some of the following tests:
– Call each internal number of each user.
– Call each DDI and verify it reaches the correct destination.
– Ensure the caller ID is displaying as required.
– Ensure the time of day settings and ring groups are routing as you had intended.
UC and VoIP Hardware Training
New customers will receive training on hardware and the UC Portal to take full advantage of the capabilities Blueface offers you. Training can be divided into regular users and admin users.
Blueface conduct training remotely via Blueface Screen-sharing and Video Conferencing. In certain circumstances, Blueface can perform training at your premises on-site for a fee.
We Are Live!
After you submit your number port, you’ll receive notification on when the numbers will transfer into Blueface and you’ll be able to fully switch off your old system and use Blueface.
When your system goes live, the Blueface Team offer ongoing complimentary support for customers and partners. Here’s a quick refresher on our process:
– Network Preparation
– Account and Devices
– Organise Payment
– Devices are Shipped
– Simple Phone Setup
– Apply Optimum
– Transfer Numbers
– Upload Corporate Phone Book
– We Are Live!
To get more information on how best to use your phone system, sign up to the Blueface Blog below or follow us on social media.