Kick Off Call Basics
What is a strict requirement for extension numbers in the phone system build?
They must be three digits (i.e 103, 104, 501, 201, etc.)
What is the minimum amount of outreach we should have with a client per week?
Under Realtime, what do the envelopes next to the extension numbers mean when they appear?
That VM box has an unheard voicemail.
Where can we go in Tools to check the status of Two-Way Texting?
Tools - Two-Way Texting - Would be in complete status if its running. Anything other than complete means it still is not ready.
Who is the longest serving OG Kontak team member on the IMP Team?
What two items MUST be scheduled BEFORE leaving the Kick Off Call?
Training & Virtual Install!
Where can I see what the client has been sold in SF?
In the Opportunity under Closing Notes.
In the Onboarding project under Notes labelled as Closing Notes (sometimes)
What are the three different sections in the PBX Admin Portal that Admins have access to?
eFax/SMS/UCP, Phone System Admin, Billing & Auditing
Where do we save ALL phone scripting templates we have made for a client?
Google Drive - Phones - Client Scripting
Jorge, Liz, and Lore!
Why must the Virtual/On-site installation occur BEFORE the porting process is finalized?
To ensure the phones are set up and forwarded so the clinic is functionally "LIVE" before their old numbers officially move over.
What is ONE thing you do when you FIRST start the process of taking ownership of an onboarding project?
Portability request
Making yourself IMP Lead & Phone Lead
Updating the stage of the project
Adding the KOC date
Emailing the client
Where do we go specifically in the PBX to adjust the extension name?
Extensions - Manage - Click on the extension you want to manage - Change the display name.
A team member is out and you are covering for them, where can you find the last communication with the client and what has been said?
There is two answers for this but they are the same.
Gong
Salesforce - Account - Gong
Luis
What is the primary purpose of the Kick Off Call in the onboarding process?
To help them build the framework for their new phone system.
What is the difference between HEALTHY onboarding & NEEDS CORP ATTN in your project notes?
Healthy Onboarding means everything is good and we don't need any support from Robin.
NEEDS CORP Attn. means we are having issues and we need help from the CORP group for a variety of issues.
In less than 10 words, what does the Call History/CDR report show?
Inbound, Outbound, Internal Call History and Call Recordings.
We would find this inside of Tools - Comms Dashboard - Settings on the left hand side - Two-Way Texting and Phones.
What team members were famously part of IMP and moved to Build?
Barbara, Ligia, and Hector!
What is the difference between an IVR and an Announcement? (explain it to me like I am an older client moving to a VOIP phone system)
IVRs have options for you to click on like press 1, press 2, etc.
Announcements play a brief message before going right into ringing the phones.
Where on the ONBOARDING project can I see that a client does have the integration included with their subscription?
Under Products Included at the top.
Explain in less than a minute how toggles work.
Toggles are overrides for your phone system, they allow you to override the set schedule we have in place for your phones to play a different message. This could be for anything from keeping the phone system open later, closing early, inclement weather, or staff meetings.
I need to submit a phone system change request, walk me through the ENTIRE process in less than a minute.
Go to Slack under Phone Build Request - Click Phone System Change Request Workflow - Fill it out and submit - Go to the tab at the top of the channel for Change Requests - Find your request and assign it to the build team member - Add a comment explaining what you need from them.
WITHOUT LOOKING ANYWHERE
What is Luis's full name?