Planning the perfect Phone System Installation Part II

Dec. 11, 2010 - PRLog -- Survey Requirements
90% of all Denwa telephone system installations are surveyed  by your Project Engineer or Project Manager prior to installation of the phone  system equipment. However, don’t be offended if this doesn’t happen! Most of  our Sales representatives have been in the industry long enough to have a  sufficient understanding of your site requirements and if your are moving into  a straight forward office environment chances are the installation will be  straight forward also.
 Cabling – Our Telecom engineers will always check your  cabling, you must have cabling in order to support telephones on desks  therefore this is an essential part of the survey. If you have CAT5e cabling or  similar then most installations are very straight forward, especially if you  have chosen an IP telephony solution like Mitel or Avaya.
 LAN / WANS – If you have chosen an IP telephony solution we  often survey the site in advance of installation and test/document how your  network infrastructure is setup. This normally involves meeting the I.T person  responsible for the following equipment:

 Network Switches
 Router / Firewall
 MPLS / VPN
 WIFI
 DHCP Server
 Server Hardware
 User Desktop PCs

Applications – If you have chosen our software applications  for example Computer telephony Integration (CTI) or Call Centre solutions then  we may need to speak to your customer database software supplier or in-house  developer. We will advise you of what we need to know in advance so that we can  meet the right person responsible at the time of survey.
 3rd Parties – Often it is vital to meet your  other suppliers, for example if you are paying your telephone bills to BT or  another provider, you are upgrading or changing your telephone lines at the  same time of the installation then its key we either speak with or meet the  people involved. We treat these 3rd parties as key factors for a  successful installation.
Existing Infrastructure
Your existing infrastructure will always influence the price  of a new telephone system. If you have a very straight forward and modern  office then the phone system price will often be less than an older more  complex site.
 In brief, when a Denwa sales rep first meets with you at  your office we will often survey the building for basic telecoms infrastructure.  We will look at the following initially before handing the project over to your  appointed engineer for a full survey:

 Location of existing equipment
 Proposed re-location
 Existing Cabling i.e CAT5e or CW1308
 Network requirements (LAN/WAN)
 External Line Type e.g. ISDN / Alog / SIP
 Computer Hardware  / Software

Expected Time Scales
“Better three hours too soon, than one minute too late.” William Shakespeare
 Denwa Communications deliver on time. It’s simple really but  so many telecom companies get it wrong! Telecoms is a difficult one to manage  when it comes to timescales... We often are relying on British Telecom to  complete their work before we can do our part, however, when BT do complete on  schedule our engineers must be ready to deliver on time with the minimum of  disruption.
 At Denwa Communications we will schedule the phone system  installation in advance and with realistic lead times in order to execute your  installation efficiently and with minimal downtime.
 If BT installation dates are not yet confirmed or delayed  then Denwa will endeavour to change dates or provisionally schedule engineering  time so that we meet your timescales.

 Involvement of 3rd Parties e.g.  BT

As discussed already, adding 3rd parties to any  project always complicates things. Denwa Communications stand by this known  fact and therefore have put in place essential steps to achieve a successful  installation of your new business telephone system.
 Can we be honest with  you? Its more than often BT that let us down. British Telecom have the  monopoly in the UK fixed line market and most installations still in 2010/2011  still connect to reliable ISDN2/ISDN30 lines which for the most part can only  be supplied by them in 90% of business premises in the country.
 BT are a large company with thousands of employees and we  have to work around their deficiencies on a weekly basis. We can’t publish our  secrets but let us reassure you that we understand what steps we have to make  to ensure BT deliver. There is no guarantee, but reducing your risk and  liability on this installation project will often save you money and your  reputation with your customers.
 If other parties or suppliers are involved, we use the  similar techniques to minimise headaches and meet your deadlines. At the end of  the day its down to experience, and we have plenty!

 End User Training

Denwa offer a wide range of training for Business telephone  system users. Whether you need telephone training for 2 to 1000 people, whether  your need is for basic extension user training, for call centre agent training,  operator training or for a full system administrator/Call Centre Supervisor  training modules our professional trainers will be able to tailor a training  course to match your business needs.
 Telephone Handset  Training
 User training  will  cover all aspects of their handset features.   Our basic user training includes answering, transferring and holding  calls, accessing and programming speed dials, conferencing, diverting and  utilising all feature buttons.

 Up to 10 phone users per class - Duration 45  minutes
 Allow 1hr 30mins if voicemail and end user  software training is incorporated

Voice Mail Training
 Normally we run voice mail user training in conjunction with  handset training.  These sessions cover  diverting calls from handset to the voicemail, accessing the voicemail system  internally and remotely.
 Additionally, setting up and personalising mailbox greetings  (can include suggested greetings/voicemail etiquette) together with all aspects  of message handling and call recording (if built in).
Call Centre  Supervisor / Manager Training
 This training session is suitable for anyone managing call  centre / contact centre statistical & MIS or call centre administration  responsibilities.  The call centre  training provides staff with hands-on experience generating and interpreting  the Call Centre reporting packages we supply. The training course will cover:  Report generation, Filtering of statistics by extensions, agents and hunt  groups, screen layouts, real time & historical call reporting and agent  profiles to name but a few of the common features.
 The wide variety of call centre management systems and  software solutions in the market place means that this course module will vary  from product to product and we will request specific points of interest and  areas to cover to ensure you receive value for money.

Call Centre Agent  Training
 Call Centre users/agents will receive interactive training  covering call handling, answering conditions, associated call centre features  on handsets including logging in and out of group, break/pause and  wrap-up. 
 If you are using CTI applications for example screen  popping, click to dial and call recording we will train your call centre staff  on all levels ensuring they are as productive as possible.

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Denwa Communications based in the UK are a business supplier of Phone Systems and peripheral equipment.