1. CallTower Implementation Process Overview

2. Implementation Project Manager
Experience
Expectations
Execution
CallTower IPMs place special focus on:
Establishing clear implementation Expectations
Ensuring success through Execution and delivery that is aligned with established expectations
The customer’s Experience throughout the process
CallTower’s Implementation Project Manager (IPM) is responsible for the entire Implementation Project and onboarding of our customers.
The IPM will direct and coordinate all project activity and the efforts of the Implementation Team and resources. This includes CallTower individuals, departments, 3rd party entities, and the Customer, for required information, dependent tasks and responsibilities.
3. The IPM will manage, hold accountable, and ensure momentum with these parties, for the timely delivery of their tasks and responsibilities. The end goals of these efforts are:
Advance the Customer through the implementation process as effortlessly and expeditiously as possible.
Meet expectations that are established at the start of the project.
Complete the implementation project on time.
Complete the implementation within the planned budget.

3. Implementation Life-Cycle
Average Total Calendar Days
IPM
Assigned l
7-Days l
10-Days l
17-Days l
47-Days l
48-Days l
51-Days l
58-Days l
60-Days l
Prepare & Planning
Refine & Design
Implement
Operate
Acceptance & Project Close
Optimize
Kick-Off Call
Go-Live
To do this, CallTower’s IPMs follow an Implementation Life-Cycle process that consists of eight project phases.
The Implementation Timeline Does Not Include the Approval and Processing Time of an Order
A newly signed contract must go through several steps prior to an Implementation Project Manager (IPM) being assigned to a customer and the Implementation Process starting.
The CallTower salesperson submits the order for processing - The order submission includes: the signed contract and addendums (if applicable); a completed Solution Engineer Questionnaire; four (4) VoIP tests, completed during peak business hours, showing acceptable results (if a VoIP solution); and other required forms and paperwork.
The order and required accompaniments are received - The order, contract, and all accompaniments are reviewed and approved, the customer’s account is created, and a deposit is be collected.
The customer’s order is sent to CallTower’s Implementation Department for IPM assignment.
This approval and processing time typically takes between 5-7 business days before an order is sent to the Implementation Department, and an additional 1-2 business day before an IPM is assigned to the customer.

4. Prepare and Planning Phase
Prepare & Planning
Refine & Design
Implement
Operate
Acceptance & Project Close
Optimize
Kick-Off Call
Go-Live
The Prepare & Planning Phase typically completes within 9 calendar days of the Customer’s order being processed.

5. Prepare and Planning Phase
Prepare & Planning
Actions
CallTower
IPM assigned to the customer
Sales briefs IPM on customer’s current environment, purchased solution, business needs, and Customer Assessment form
IPM builds the Implementation Project Plan, SOW, & Timeline
IPM sends Introduction to the Customer
IPM schedules the Implementation Project Kick-Off Call
Milestones
CallTower Sales briefs CallTower IPM on Customer and Order
Customer reviews Introduction , attachments & info links
Customer Completes Introductory Training (Videos)
Implementation Project Plan & Timeline Built
Implementation Project Kick-Off Call Scheduled
In the Prepare & Planning Phase, the CallTower Implementation Project Manager and team will be preparing for the implementation start of the project through a variety of activities.
The CallTower Implementation Team will also be providing guidance to ensure that the customer is in an acceptable “state of readiness” in order to begin the project properly.

6. Implementation Scope of Work
1. Purpose
2. Objectives
3. Deliverables & Requirements
4. Assumptions & Constraints
5. Implementation Timelines & Milestones
6. Fees, Charges, & Penalties
7. Roles & Responsibilities
8. Training
9. Escalation Path
10. Communications Plan
11. Change Management
12. Acceptance Criteria
Creates Project and Process Clarity
Defines:
Project Scope
Deliverables
Project Assumptions
Timelines
Responsibilities
Training Requirements
Escalation Path
Communications Process
Establishes Expectations Regarding:
Solution, Services, and Product(s)
Implementation Project and Process
Customer’s Level of Engagement
Timeliness and Accuracy of Customer’s Deliverables

7. Implementation Project Plan
CallTower IMPs build distinct Implementation Project Plans, unique to each customer’s needs and environment, and vary by the solution and product(s) purchased.
IPMs employ a variety of resources to manage implementation projects and ensure their success, including a robust project management tool. This tool facilitates:
Project clarity and status for all parties
Management of the numerous tasks, dependencies, and deliverables
Project timeline adherence

8. Implementation Kick-Off Call Phase
Prepare & Planning
Refine & Design
Implement
Operate
Acceptance & Project Close
Optimize
Go-Live
The Kick-Off Call typically occurs within 2-3 calendar days after the Prepare & Planning Phase has completed.

9. Kick-Off Call Phase Actions Milestones CallTower
Introductions, Roles & Responsibilities
Review the Scope of Work (SOW)
Review the Implementation Project Plan and Timeline
Customer
Understanding and Agreement to the SOW and Project Plan
Solution and Product(s) to be delivered
Responsibilities, Deliverables, and Implementation Timeline
Milestones
Identify Key Stakeholders – Roles and Responsibilities
Review the Implementation Scope of Work
Ensure Alignment with Customer’s Needs and Expectations
Review Implementation Project Plan
Establish the Communications Process/Plan
Review Training Responsibilities, Due Dates, Resources, Etc.
Commit to the Implementation Project Plan Timeline
Review the Implementation Escalation Path
Schedule Weekly Reoccurring Project Review Call
In the Kick-Off Call Phase, the CallTower Salesperson will introduce the Implementation Project Manager (IPM) and onboarding team to the Customer’s stakeholders, Main Point of Contact (MPOC), and any additional onboarding resources. The CallTower IPM will review: the Implementation SOW; the services purchased; characteristics of the solution; roles, responsibilities, and deliverables of all parties; the Implementation Project Plan; project timeline; and Project Charter. Finally, the IPM will ensure the customer is in an acceptable “state of readiness” in order to begin the project properly.

10. Refine and Design Phase
Refine & Design
Kick-Off Call
Prepare & Planning
Implement
Operate
Acceptance & Project Close
Optimize
Go-Live
The Refine & Design Phase is typically completed within 7 calendar days, after the Kick-Off Call has occurred.

11. Acceptance & Project Close
Implement Phase
Refine & Design
Implement
Kick-Off Call
Prepare & Planning
Operate
Acceptance & Project Close
Optimize
Go-Live
The Implementation Phase typically completes within 30 calendar days, after the Refine & Design Phase has completed.

12. Implement Phase Implement Milestones Actions CallTower
Order and facilitate installation/set-up of; hardware/equipment, DIDs, and Circuits, as applicable
Build users, call flows, AA, etc. in CallTower systems
Facilitate pre Go-Live testing and readiness check with Customer
Customer
Complete 3rd , 4th, and 5th training segments
Complete readiness work and any required changes to network
Milestones
Hardware/equipment, DIDs, and circuits ordered, as applicable
Port Request submitted
Users, call flows, AA, etc. built in CallTower systems
Hardware/equipment configures and shipped
Customer completes 3rd , 4th, and 5th training segments
Hardware delivered and set-up on site
Customer has completed required work and/or changes to their network and systems
Pre Go-Live testing and readiness check complete
The CallTower IPM, CallTower Implementation Team, and Customer will all have many activities and deliverables to complete during the Implementation Phase. The IPM will facilitate weekly calls to ensure deliverables completed on time and to ensure the Implementation Project and Implementation Timeline are not compromised. The customer MPOC, and any other resources engaged in the implementation, will be responsible to attend and participate in all implementation meetings/calls.

13. Acceptance & Project Close
Go-Live Phase
Refine & Design
Kick-Off Call
Prepare & Planning
Operate
Acceptance & Project Close
Optimize
Go-Live
Implement
The Go-Live Phase typically completes within 1-3 calendar days, after the Implementation Phase has completed.

14. Go-Live Phase Go-Live Actions Milestones Porting of Numbers Completed
CallTower
Porting of Numbers
Complete Post Port Go-Live Checklist and Testing
Customer
Assist with onsite Go-Live Testing and Verification
Milestones
Porting of Numbers Completed
Solution Fully Deployed
Customer Fully Transitioned on to CallTower Services
Post Port Go-Live Checklist Completed
Post Port Testing Completed
During the Go-Live Phase the Customer’s solution is fully deployed, officially transitioning all services to CallTower. Once porting has completed, CallTower’s IPM and Implementation Team works closely with the Customer’s MPOC to test and verify functionality.

15. Acceptance & Project Close
Operate Phase
Operate
Implement
Refine & Design
Kick-Off Call
Prepare & Planning
Acceptance & Project Close
Optimize
Go-Live
The Operate Phase typically completes within 3-5 calendar days, after the Go-Live Phase has completed.

16. Operate Phase Operate Milestones Actions CallTower
IPM and Customer MPOC communicate daily (business days)
IPM addresses/resolves any outstanding issues or concerns
IPM schedules any necessary follow-up training sessions
Customer
Customer’s End-Users fully utilize all services
Customer MPOC reports all issues or challenges to the IPM
Customer MPOC identifies and reports any user adoption issues
Customer MPOC identifies and reports any training deficiencies
Milestones
Verification that End-Users are utilizing all services
Verification that services, features and functionality are operating as designed and/or any identified issues or challenges have been reported to the IPM
User adoption issues/challenges have been reported to the IPM
IPM has addressed or has a working plan to address any outstanding issues or concerns regarding CallTower’s services
Follow-up Training and User Adoption Discussions are scheduled
In the Operate Phase, the Customer and their end-users fully utilize all services provided by CallTower. During this time, CallTower’s IPM and the Customer’s MPOC remain in regular close contact. Both the Operate Phase and a portion of the Optimize Phase, serve as a burn-in period for the new services and end-user familiarity. The Customer MPOC role is critical at this time. Working with the IPM, they work to identify and report: Issues or functionality problems with the services; End-user adoption challenges; and Training Deficiencies.

17. Acceptance & Project Close
Optimize Phase
Optimize
Operate
Implement
Refine & Design
Kick-Off Call
Prepare & Planning
Acceptance & Project Close
Go-Live
The Optimize Phase typically completes within 7 calendar days, after the Operate Phase has completed.

18. Optimize Phase Optimize Actions Milestones CallTower
IPM and CallTower Team will work to finalize:
Solution, service, and product performance fine tuning
Assess fine tuning changes and/or enhancements
Follow-up training and user adoption challenges
IPM schedules “Acceptance & Project Close Call”
Customer
Customer MPOC assists with on-site activities, testing, verification, and helping to close out remaining pending items
Milestones
Customer verifies all services are working as designed and all pending issues pertaining to services have been resolved
Customer verifies all follow-up training needs have been met
Customer verifies all user adoption challenges have been addressed
IPM confirms the Implementation Project is ready to move to the Acceptance & Project Close Phase.
IPM scheduled “Acceptance & Project Close call” with Customer MPOC, CallTower Finance & Support, and others as determined
In this Phase, any necessary solution, service, or product fine tuning is completed. Follow-up training completed and user adoption challenges are addressed. The objective is to prepare the Customer for acceptance of the implementation Project, transition to CallTower’s Support department, and closure of the Implementation Project.

19. Acceptance & Project Phase
Acceptance & Project Close
Optimize
Operate
Implement
Refine & Design
Kick-Off Call
Prepare & Planning
Go-Live
The Acceptance & Project Closure Phase typically occur within 2 calendar days of the Optimize Phase completing.

20. Acceptance & Project Phase
Acceptance & Project Close
Actions
CallTower
IPM to review success criteria (SOW Deliverables)
IPM to activate account with Customer Support department
IPM ensures all services are submitted to billing
IPM, CallTower Finance, and Customer review the first month’s bill
IPM Closes the implementation Project
Customer
Customer reviews and accepts the Implementation Project as completed
Milestones
High-Level Implementation Review
Review Success Criteria (Implementation SOW Deliverables)
Obtain Customer’s Acceptance of Implemented Services
CallTower’s Finance Reviews First Month’s Bill with Customer
Formal Account Transition to Service & Support Department
Review of Support Processes, Resources, Portal, and KB
Review the Support Escalation Path
Customer’s Implementation Experience Feedback
Close the Implementation Project
In this Phase, the IPM will review the Implementation SOW’s, Deliverables & Requirements section with the Customer, seeking verification and acceptance of the completed Implementation Project. The IPM and a representative from CallTower’s Finance department will review the first month’s bill with the Customer. The Customer will then be formally handed off to CallTower’s Service & Support department for future needs and assistance. Concluding with the IPM closing the Implementation Project.

21. THANK YOU
Brett Reese
(801)