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INSTALLATION FAQ

Discuss this with your Digitcom Project Coordinator.

Discuss this with your Digitcom Project Coordinator.

Usually this is obtained from your IT partner (either an in-house IT person, or an outsourced IT Firm).

In most cases, yes. However, some special adaptive wiring may be required in order for the installing technician to connect it to your new system. Make sure you communicated your desire to connect your existing MOH device to the new system. Even sending a picture of it, or a video, could be extremely helpful. The technician can then make sure they have the correct wiring to connect it.

For clients with more than one location, extension is especially important. Discuss this with your Digitcom Project Coordinator. They will help you with what kind of extension range will be necessary.

CUTOVER

There are many factors in answering this question correctly – mainly, the time required to switch over all phones is dependent on the size of your system. Your Digitcom Project Coordinator or installing technician should be able to approximate how long. From the outside however, the cutover is only disruptive for a short period of time. That is to say that client calls will only go unanswered for a matter of minutes while one system is switched to the other.

Usually the new system is mounted, the voicemail system has been set up and tested, and all that’s left for the cutover is moving your lines (or phone numbers) from the old system to the new one and switching over all the sets. It’s the switching of sets that takes a long time.

If you are able to label (use a post-it) the existing phones with their respective extension and/or provide a map of your facility to the technician ahead of time, it makes verifying extensions much easier.

In most cases, no. Because you are replacing an older unit with your new phone system, the installing technician can usually let the old one run unless it needs to be moved out of the way to make room for the new one. However, you will not have access to the old system once the lines and phones are moved over to the new system.

POST CUTOVER

A technician will be at your site, typically for opening time. They will work with you to answer user questions and address concerns. They usually stay until all immediate issues are addressed.

Within the first week or so, you will contact your Digitcom Project Coordinator. They will work with the service department and utilize the right blend of remote and on-site support to see that all necessary concerns are met and any potential issues resolved.
After the first week or so, you will either email service@digitcom.ca with your request, or you will call the main number +1 416 783 7890, and press 1 for service.

TRAINING

User training for staff is done in groups of approximately 15 people in a group in a boardroom setting. The session lasts around 1 hour, and covers the basics of using your phone and setting up your voicemail. This is typically scheduled for the same day as the cutover.

Basic phone system Administration training can be booked online at: https://www.digitcom.ca/training_seminars/

PORTING

Typically the phone numbers are moved from the current carrier to the new carrier at the time of the cutover. Usually testing has been done on your lines ahead of time to ensure that they’re ready to accept the new numbers.

The process usually takes less than 15 minutes. The carrier will call the Digitcom technician, and they agree on a mutual time for the numbers to move over. They test some of the numbers as they are being ported.

After the cutover. As soon as the important number have been moved, you may call the carrier and order the cancellation of your non-porting numbers.

VOICEMAIL

No. You can almost never keep old voicemail messages. There are some exceptions when a client is installing a newer version of the same type of voicemail system, but in 99% of cases you cannot keep old messages or greetings. Be sure to clear your voicemail box of anything important.

AUTO ATTENDANT

In most cases, yes. In some exceptional cases, voicemail systems allow you to export your old auto attendant greetings into a format that can be read by the new voicemail system. Even in these cases, however, we recommend that you will get better fidelity if you re-record your greetings into the new system.
TIP: Spend some time before your installation calling your auto attendant and documenting what it says. This will give you a starting script for the new recordings.

Yes. As long as the recordings are sampled at 16KHz 8-bit Mono. If you find a professional voice recording company, tell them what brand and model of phone system you are getting, and they will likely know which settings work.