This month we went live with a new 3CX VoIP phone system for a very long term client (12 years in fact!) Brisbane based transport business, they operate 24x7 so it is crucial for them to be able to be contactable by not only their clients, but their drivers as well. After using outdated analog system for over 10 years and were ready to make the move to a 3CX to allow more flexibility for their operations and move away from the headache and eyesore of the analog system - check out the wiring for it below!
The Requirements
To improve their customer service and give staff more flexibility with our client wanted a phone system that could:
- Be accessible to staff 24x7 on multiple devices whilst also giving them the ability to forward to other extensions or go into do not disturb mode when needed
- Give each staff member an extension to allow call transfers and internal calls
- Centralise voicemail for the majority of staff to be on a shared mailbox with voicemails sent as emails with an attachment, but still allow management team members to have individual private voicemail
- A generic after hours and holiday greeting with calls immediately directed to Voicemail during the applicable times
- Have ring groups set up for each of their departments, to ensure calls were answered by the right areas
- Modern and easy to use handsets and headsets for staff
- Be expandable as they increased staff numbers
- Not break the bank!
Implementation
The first step in implementing the system was to begin the porting process for their 07 numbers, porting is moving the number from one carrier to another, similar to changing your mobile phone provider.
Depending on the complexity of the port such as whether it is a single local number or a range of 100 numbers the time to port can be anywhere from 5-20 business days, this is of course based on the porting authority accepting the port and having all of the information required to request it.
Whilst we were waiting for the numbers to port and be created we began the build of the 3CX system including working with our client to determine:
- Extension numbers for each staff member
- Handset and headset allocations, we were providing Yealink handsets including ruggedised cordless versions for the workshop and wireless headsets
- Routing for voicemail notifications
- The call flow for inbound calls including ring duration, ring groups and fallback queues for when calls were not picked up within the specified times
- Standard business hours and holidays to allow for alternate call flow programming as needed
- Recording of Australian accent greetings for After Hours and Holiday voicemails using AI
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And one of the biggest tasks, importing all their drivers and client contact details into the central address book for easy access
across the business.
With go live day edging closer David attended our clients' site to setup handsets and headsets for each of the users, whilst we also installed the 3CX desktop app and integrated it with the Yealink Headsets, showing users how to answer calls via the headset and mute calls by simply lifting up the microphone.
We also sent out welcome emails to all of the new users along with instructions for how to use the 3CX system with everything from transferring calls to changing their status to do not disturb to turn on during meetings for instance.
The welcome email contained information on their extension number and provided links to the web portal where they could download and provision the 3CX desktop app on another device if needed and also scan a QR code to provision their extension on the 3CX mobile app on Android and Apple.
Outcome
The
porting on this installation was one of the quickest we have experienced, with it only taking a week from application to the cutover meaning
that our client didn't have to wait long to experience the benefits of their new phone system.
They are now fully operational VoIP phone system that their 16 staff love, they have been making calls both internally and to clients with ease both in and out of the office.
We have received really positive feedback about the smooth process getting the phone numbers ported and the 3CX system set up.
Needing to setup a new VoIP phone system or setup a new office?
We have a number of turnkey solutions available to suit any budget, just give us a call on 1300
778 078 and
we will get you on your way to new technology solution.
If you are interested in more of 3CX installs why not check out some of our previous blogs:
3CX for a multinational Financial Services client
3CX VoIP for a multinational software developer
170 seat 3CX VoIP Phone System across 3 sites