Confirmation

1. Start by confirming the order.  Review what the client is getting started with and if they need to make any changes
2. Confirm where invoices should be sent
   1. Name
   2. email
       
3. Confirm the activation type. Is this client starting with temporary phone numbers immediately or waiting until the porting date? 
   1. If ASAP, note if using temp DIDs or simply purchasing new DIDs/not porting
   2. Confirm the number of numbers needed
   3. Confirm the preferred area code for temporary numbers
       
4. Requested Port Date: The requested date of cutover. Keep in mind this date is a request and may not be available. (Minimum 2 weeks from port request)
    
5. Partial or Full Port: Are we porting all the numbers on the bill? If not, note at least one number not being ported for the new BTN
6. DIDs to be ported: List each one on a new line. Make sure to note any mFax or analog DIDs
7. DIDs Not Porting: All numbers not to port must be listed
8. Confirm the Authorized User for the LSP and their title.
9. Confirm the Account Number and Account Address (porting cannot use a PO Box Address)
10. Main CID Number: What number shows up when calling out?
11. CNAM: What name shows when calling out? Can be a company number. Keep in mind it can be no more than 15 characters including spaces.
12. E911 DID: Usually the same as the CID number. Remember to have one DID per physical location
13. E911 Address: Service address
14. Extension List: Preferably provided beforehand. It is recommended that the extension assignments form be filled out prior to onboarding and porting
15. Hardware: Is the client providing hardware or purchasing direct? If providing, get Make, Model, and MAC address as well as extension assignment
    1. Confirm shipping address if purchasing
16. Confirm Final Order: Finalize quantities with clients (number of seats,DIDs, etc)

Routing & Domain Creation

1. When someone calls ##########, what would you like to happen?
2. Time Frame Questions:
   1.  Is routing different outside of business hours?
      1. If so, what are those hours? 
      2. You can also ask about holidays and weekends.
   2. Business Hours: What does routing during this time look like?
   3. After Hours: What does routing during this time look like?
3. List each DID with its corresponding routing
   1. Note DID 
      1. Main
      2. Temp
      3. Direct User x<ext.>
      4. Fax: Note email address and or ATA
   2. What do you want to happen when someone calls this number?
      1. Live Answer
      2. Ring Group
      3. Auto Attendant
   3. What should happen if no one is available to take the call?
4. Do you have any additional routing needs?

Information Provided

1. Advise client of porting timeline and procedure. Let them know what to expect on the day of cutover
2. Advise hardware timeline. When hardware will be ordered, when it should ship, and estimated arrival if possible. Explain installation steps upon receipt of phones
3. If possible, do a screen share to showcase portal to clients. Send welcome emails so clients can set their portal password and voicemail PIN. 
4. Answer any questions the client may have in regard to setup, next steps, etc. 
5. If possible, include a copy of the call recording or a link to the call recording.

Sample Onboarding Notes

Attendees:

Final Order:

Domain:
Time Zone:
Primary Core:

===BILLING===
Name of Billing Contact:
Email of Billing Contact:
Tax Exemption Form:

===PORTING===
Activation Type:
NOTE: Ensure the client understands they will be billed as of the day we provide them the phone numbers. If porting in, they will be paying two phone bills until the port is complete.

Quantity of Temp DID(s):
NOTE: Confirm the area code & quantity of DIDs needed for the client to activate immediately. Make sure the client is aware that we cannot configure immediate activation for Native Fax.

Port Date:
NOTE: Let them know the port occurs around 11:30 AM EST. The port request may be pushed to a later date but cannot be sooner than two weeks from the onboarding call.

Partial or Full port:
PIN:
NOTE: Verizon requires a port-out PIN for most of their accounts. If the client does not know what it is, they will need to call Verizon and ask for it. 

DIDs to be ported:

DIDs not to be ported:

Authorized User:
Authorized User Title:

Main CID Number:
CNAM:
NOTE: Caller ID name has a maximum of 15 characters including spaces, so any changes must fit within that limit

International Calling needed:

===ADD-ONS===
SMS DID:
SMS User:

Fax Type: Native Fax
Fax Number:
Fax Email: 

Teams Admin Email:
Teams Users:

Mobile-x DID:
Mobile-x Users: 

Conference Bridge DID:
Leader PIN:
Participant PIN: 

===E911===
E911 DID:
E911 Address: Confirm Service Address

===HARDWARE===
Extension List:
NOTE: Verify numbers don't conflict with reserved numbers.
For client supplied equipment, confirm the MAC address and advise the client that they will need to confirm with the losing provider what the passwords for the phones will be. The passwords will be needed to log in to the phones in order to factory reset and reprovision

Hardware: Confirm if Power supply is needed 
Hardware passwords:
IP Addresses: 

Shipping address for hardware:
Hardware package addressed to:

===CALL ROUTING===
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Time Frames:

• Business Hours:
• After Hours:

DID's

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Recording of our session -
 

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Next Steps: