Your UCCaaS for Government: Networx Edition team will help guide you through the full scope of services from contract signature to the implementation of your service.  Below are the Verizon representatives that will be primarily working to get your service up and running. 

Implementation Team

UCCaaS for Government: Networx Edition Delivery Coordinator

Your UCCaaS for Government: Networx Edition Delivery Coordinator will be your primary point of contact moving forward until the completion of your UCCaaS for Government: Networx Edition Implementation.  At the Kick-Off call, technical details will be reviewed, project plans will be discussed and critical team members will be introduced. 

Your Delivery Coordinator will coordinate between you and the Verizon teams to:

• Execute UCCaaS for Government: Networx Edition SOR (Statement of Requirements)
• Manage UCCaaS for Government: Networx Edition deliverables
• Customer communications for project planning
• Build the UCCaaS for Government: Networx Edition implementation schedule
• Complete UCCaaS orders
• Data collection coordination
• Your Delivery Coordinator will work with you to establish a communication plan throughout the life of the project.  Your Delivery Coordinator will help you prepare the following:
• Schedule a kick-off meeting to discuss project scope and review key deliverables.
• Create a Project Team list.
• Create, manage and maintain a weekly project schedule.
  • Project schedule will be produced in Microsoft® Project format.
• Create Verizon and customer escalation contact lists.
• Schedule and facilitate a weekly meeting via teleconference to review progress to date, upcoming events and issue resolution.
  • Meeting to include members of the project team identified by the Verizon Project Manager and customer’s project lead.

UCCaaS for Government: Networx Edition Engineer

The UCCaaS for Government: Networx Edition Engineer will be responsible for the following:

• Designing and delivering your UCCaaS for Government: Networx Edition solution
• Technical project lead
• Creating a Low Level Design
  • For the Low Level Design, Verizon’s UCCaaS for Government: Networx Edition Engineer will work with you to create a “blueprint of your UCCaaS for Government: Networx Edition.”  The Low Level Design phase takes approximately 30 days.
  • Your approval of the low level design is required.
• Configure apps and users, as described later in this document
• System testing
• Provide Day 1 support

Other Verizon Support Functions

If applicable, there may be other support involved with your UCCaaS for Government: Networx Edition implementation.  The following represent other support functions, as applicable:

• CPE PM - Manage CPE site surveys, ordering, shipping, CPE installation and onsite Day 1 support, as defined in a SOW.
• Verizon Field Services or TPV - On-premises site surveys, on-premises data collection, phone placement, on-site cut support, training as defined in a SOW.
• MPLS OM/PM - Manage MPLS orders/activations to meet UCCaaS for Government: Networx Edition implementation schedule.
• VoIP OM/ PM - Manage VoIP orders/activations to meet UCCaaS for Government: Networx Edition implementation schedule.
• Federal Program Management - Facilitates delivery of other UC components, particularly where the overall solution extends into UC components beyond UCCaaS for Government: Networx Edition.

Post Install/Lifecycle Team

Customer Success Specialist

• Provides resources for you to facilitate your employee end-user product education and consulting on end-user training collateral, as well as end-user awareness campaigns post-sale.
• Overall Training and Ongoing Adoption Strategy.
  • Monthly Usage Analysis Reviews (health check)
  • Ongoing Adoption Strategy to increase awareness, training, and analytics
• Validation of end-user experience and productivity gains.
• Provides consulting to help you achieve your business priorities, reduce pain points and drive toward solutions.

Collaboration Consultant/Account Team

• Support customer relations, submit associated Verizon orders, provide contract management and technical sales related tasks.

UCCaaS for Government: Networx Edition Service Desk

• Provide Day 2 support (service/change (ie: MACD) and fault management).
• The administrators for your UCCaaS for Government: Networx Edition installation can receive Level 2 and Level 3 support from the Verizon Repair Service Desk, and Network Operations Center (NOC) in the following ways:
  • Web-based tools
  • Customer service centers
  • Expert support centers
  • Project engineers

Steps for a Successful Delivery of your UCCaaS for Government: Networx Edition Service

To successfully deliver your UCCaaS for Government: Networx Edition,  there are some activities that must be completed by both Verizon and you. Our goal is to keep you informed and aware of all the steps.

Verizon Steps

Verizon will take the following actions to provide a smooth implementation of your UCCaaS for Government: Networx Edition:

• Assign UCCaaS for Government: Networx Edition Delivery Coordinator to be your primary point of contact moving forward until the completion of your UCCaaS for Government: Networx Edition Implementation.
• Schedule a kickoff meeting to discuss project scope and review key deliverables.
• Create a Project Team list.
• Create, manage and maintain weekly project schedule.
  • Project schedule will be produced in Microsoft® Project format.
• Create Verizon and customer escalation contact lists.
• Schedule and facilitate a weekly meeting to review progress to date, upcoming events and issue resolution.
• Coordinate with customer on tracking of orders for MPLS, VoIP, CPE and UCCaaS for Government: Networx Edition (as required).
• Initiate your data gathering of network, phone, and internet information required for UCCaaS for Government: Networx Edition.
• Coordinate project design reviews in preparation for low-level design.
• Coordinate customer’s gathering and verification of end-user/station details.
• Coordinate Verizon-procured customer premises hardware shipment, phone registration and delivery (if required).
• Coordinate test and activation plans and Day 1 activities up to hand over to Day 2. 

Customer Steps

The following steps on your part will also lead to a successful and timely delivery of your UCCaaS for Government: Networx Edition service:

• Assign a primary point of contact (POC) within your organization to complete data gathering and station review forms.  
  • Primary POC should be reasonably knowledgeable about telephony.
  • If adding many sites (especially small sites), primary POC will likely need POC at each location to discuss timing and the project plan, and to help with station reviews.
  • Verizon will provide templates and assist with questions remotely.
    • If you need a resource to complete station reviews, this will be a separate engagement.
• Prepare for Cisco Expressway for Mobility Services (if applicable)
  • Cisco Expressway is an advanced collaboration gateway that provides session-based access for remote workers, without the need for a separate VPN client.  Please see the “Pre-Implementation Checklist” for an overview of Expressway requirements. 
• Review your device choices with your Verizon Account Team to confirm your devices are compatible with both the UCCaaS for Government: Networx Edition environment and packages purchased.
• Ensure your VoIP and/or Private IP services are activated.  
  • Delays in completing VoIP (delays in porting/CSRs for VoIP) and Private IP (delays in IP addressing) may delay UCCaaS for Government: Networx Edition implementation. 

Kickoff Call

The Customer Kickoff Call is the first gathering set up by your UCCaaS for Government: Networx Edition Delivery Coordinator after your UCCaaS for Government: Networx Edition contract has been signed.  The call would consist of:

• Verizon UCCaaS for Government: Networx Edition Project team introductions (UCCaaS for Government: Networx Edition Delivery Coordinator, UCCaaS for Government: Networx Edition Engineer, and other team members as applicable.)
• If there are other Verizon teams involved as part of the UCCaaS for Government: Networx Edition project team (CPE PM, VOIP PM, MPLS PM, etc), they would be included.  However, not all solutions have these team members.
• Customer project team introduction.
• Review scope/solution as defined in the Statement of Work (SOW)/Statement of Requirements (SOR).
• Explain high-level project lifecycle.
• Review Verizon and Customer deliverables.
• Discuss Change Management process (changes to SOR/SOW).
• Discuss next steps (communication plans, pick dates for weekly status calls, etc).

Note: Your Delivery Coordinator will be your primary point of contact moving forward until the completion of your UCCaaS for Government: Networx Edition.

It is your responsibility to have a local contact to be present on the due dates provided to avoid re-scheduling and potential service downtime. 

The Delivery Coordinator will participate in the Customer Kickoff Call(s) and will host additional UCCaaS for Government: Networx Edition calls to collect and verify technical details required to complete the UCCaaS for Government: Networx Edition implementation.

Based on the final UCCaaS for Government: Networx Edition order tasks will be systematically created and assigned for remaining implementation work.

Note:  In addition to the Customer Kickoff Call, you may be invited to other product order verification calls (i.e. Access, Private IP, Internet Dedicated Service, Voice over IP (VoIP), and Customer Premises Equipment (CPE) etc….  Those respective order teams will reach out to you, if needed.

Pre-Implementation Checklist

Be prepared for a successful implementation by doing the following:

✔ Understand your business requirements and how end users will interact with your systems.

✔ Review the SOR to ensure all the LAN, IP addressing and other customer requirements are complete.

✔ To avoid delays, have a phone vendor or someone familiar with your phone system review and complete the Station Reviews for each end user. 

Note:  If you need assistance Verizon can offer this service as an additional engagement.

✔ Provide three /24 subnets.

✔ Provide Site list.

✔ Provide capacity detail – final growth expectations with timelines.

✔ Be prepared to open firewalls.

✔ Provide Lightweight Directory Access Protocol (LDAP) server Internet Protocol (IP) address(es).

✔ Identify Virtual Private Network (VPN) for  use with UCCaaS for Government: Networx Edition, if applicable.

✔ Be sure to stay on top of VoIP and PIP deployments.

✔ Your account team will provide information regarding these deployments and your responsibilities.

✔ Delays in completing VoIP and PIP can delay UCCaaS for Government: Networx Edition implementation.

✔ Delays in porting/CSRs for VoIP.

✔ Delays in IP addressing.

Prepare to Order Cisco Expressway for Mobility Services, if applicable. Cisco Expressway is an advanced collaboration gateway that provides session-based access for remote workers, without the need for a separate VPN client.  Verizon will need the following information:

• All necessary DNS and security policy information for federations
• Fully Qualified Domain Name (FQDN) for UCCaaS server names
• DNS server IP addresses for UCCaaS servers
• Approximately 15-20 CA-signed certificates (Verizon will provide a Customer Service Representative for this task)

Note: There are strict requirements for use of certificates on UCCaaS for Government: Networx Edition.  Please work closely with your UCCaaS for Government: Networx Edition Engineer to ensure are requirements are able to be met.

• You will own the configuration of DNS SRV:
  • Local internal
  • Local DNS A records
  • Public DNS A records
  • Public SRV records
• Workstation certificates
• Must purchase CMR add-on for WebEx if integrating with WebEx

Note: Not all devices work on Expressway. Please ask your Verizon Account Team for further details on supported devices. 

Provisioning  

Once the UCCaaS for Government: Networx Edition order is submitted, the provisioning of your service will occur.  The activation process may vary depending on the scope of your UCCaaS for Government: Networx Edition.

Below is a list of the UCCaaS for Government: Networx Edition functions Verizon will provision for you, if applicable.

1. Configuration of Call Control and/or Voice Mail and/or Presence/IM
2. Configuration of Voice on premise ISR Gateway(s); Verizon must be provided remote access to these devices
3. Configuration of Single Number Reach (SNR)
4. Integration with customer LDAP / Active Directory including SSO (single sign on)
5. Configuration of Federally compliant Cisco IP phones
6. Configuration of one Music on Hold (MoH) per site
7. Configuration of one Auto Attendant per site
8. Configuration of one Hunt Group per site
9. Configuration of Native Emergency Call Routing
10. Configuration of SIP Trunking via Verizon Data Centers
11. Configuration of Extension Mobility Profiles (not to include Cross Cluster)
12. Configuration of Federally Compliant Soft Client (Jabber)
13. Configuration of fax devices
14. Configuration of Expressway
15. Configuration of encrypted voice services (SRTP for on network communications)
16. Configuration of webex for appropriate packages

For an in depth overview of all aspects of the services provided during the installation, please ask your account team for a copy of the Statement of Requirements (SOR).

Estimated UCCaaS for Government: Networx Edition Implementation Timeline 

There may be additional recurring tasks required for any additional sites with your UCCaaS for Government: Networx Edition.  Some tasks may have an additional cost if outsourced to Verizon:

• Data collection, including station reviews (additional cost)
• MPLS activation
• VoIP activation
• Porting
• Phone placement (additional cost)
• Configuring devices which cannot utilize auto-registration (additional cost)
• User acceptance testing, including onsite emergency calling, per site (additional cost)
• End user and Administrator training (additional cost)
• UCCaaS for Government: Networx Edition customized activation tasks (additional cost)
• Day 1 support (additional cost other than the included 8 hours remote support)

The graphic above outlines each phase of the UCCaaS for Government: Networx Edition Project lifecycle.

Be prepared with your station reviews for the fastest implementation experience.  A station review includes site level detail such as: user by user inventory of phone numbers, MAC address, package etc.  You should assign a point of contact (POC) to complete data gathering and station review forms.

• Primary POC should be reasonably knowledgeable about telephony.
• If adding many sites (especially small sites), primary POC will likely need POC at each location to discuss timing and the project plan, and to help with station reviews.
• Verizon will provide templates and assist with questions remotely.
• If you need a resource to complete station reviews, this will be a separate engagement.

Be advised that when configuring the Call Manager we will work with you to configure the dial plan. However, certain elements of the call manager cannot be changed.  Intra-enterprise partitioning of the call manager cannot be supported.  However, intra-enterprise partitioning can be supported by use of the administrative portal.  Additionally, the dial plan is an enterprise wide function and enterprise wide features such as the following cannot be changed:

• Number of digits of extensions
• 911 and emergency calling
• Route and translation patterns

Administrators can change users and devices, and within devices can change descriptions.  Features such as the following can be changed:

• Certain Voicemail elements (see the service description for specifics)
• Can change and add lines
• Can change line number
• Can add speed dials
• Can change busy lamp fields
• Can change line text labels
• Can change Caller ID

Customer Provided Device Requirements

Verizon suggests reviewing your device choices with your Verizon Account Team to confirm devices are compatible with both the HCS-G environment and packages purchased.

• For devices that do not support extension mobility, you will be responsible for providing the device information necessary to configure the endpoint, such as the MAC address.

If applicable, please be aware that not all devices will work on Expressway. 

Preparing for the Cutover 

• You are responsible for the physical placement and connectivity of the phones to the network. For phones that do not support extension mobility, you will be responsible for providing the device information necessary to configure the endpoint, such as the MAC address.
• Freezing data
  • A two-week data freeze will go into effect once the completed data collection workbook is received from you.
  • No changes to user configurations or adds/deletes can be performed during implementation. Changes will be made during Day 2 as service/changes (ie: MACDs).

Operational Readiness Testing (ORT)

Upon completion of the system implementation, Verizon will conduct system testing as agreed upon in the Design Phase. This system testing is known as Operation Readiness Testing. To support this testing Verizon will create a test plan to validate that the functionality and technical requirements of the UC solution matches what was identified in the Low Level Design which you signed off on as part of the project execution.  ORT will confirm readiness for migration into the production environment.

To support ORT your responsibilities include:

• Selection of site
• Feature testing as defined by Operational Readiness Test (ORT) plan.  You must be prepared to make calls as part of the test plan execution. This requirement can be fulfilled by employee resources or purchased via an additional engagement.

Issues uncovered during system testing directly related to Verizon’s responsibilities will be resolved, and then re-tested. Any additional issues discovered during system testing that are related to your responsibilities will be documented and turned over to you for resolution.

Activation Date and Site Acceptance Testing / User Acceptance Testing (UAT)

Verizon will notify you when UCCaaS is ready for your use.  The readiness for use date is known as the “Activation Date”.  There will be an Activation Date at each site. 

You will have one business day after the Activation Date to test UCCaaS at your site.  This user acceptance testing is a critical step before final hand-over.  Depending on the test, Verizon may be able to perform the testing remotely, and will assist where possible.  However, some tests require resources on site to perform testing.  This requirement can be fulfilled by your employee resources or purchased via an additional engagement.

Verizon will provide 8 hours (“Day 1”) of remote support to you the next business day after the Activation Date to help you assess and remedy your reported service issues, if any.  

• Testing includes standard tests and tests customized to your features.
  • The goal is configuration testing of 10% of all phones.
  • Typically, some tests can be performed immediately after Activation and some tests can be performed during the Day 1 period, when Verizon provides 8 hours of remote support.
  • Verizon can perform some test functions remotely, if remote access to devices is made available and if the test plan supports remote testing.
  • Verizon will work with on-site personnel to complete testing. You will receive a copy of the test plan and you must perform testing with remote assistance from Verizon.
    • Verizon provided on-site testing is only available if on-site field services have been purchased. These services may be purchased via a Statement of Work (SOW).
    • If no field services have been purchased, you must coordinate with remote Verizon resources to perform final testing per site, including emergency calling testing.
      • You must emergency call test both native and ported numbers to ensure employee safety.
• All subsequent sites will follow an agreed-upon test plan prior to activation, focusing on the specific users and functionalities of each location.
• If issues are found, depending on the issue, Verizon will either resolve or refer to an alternate resource (such as recommend additional training, refer questions to account team, etc.).
• When all issues that affect overall service availability are resolved, you are ready to transition to lifecycle support.

At the completion of Day 1, the services shall be deemed accepted by you, and billing shall commence, unless you notify Verizon of any known critical issues with the overall service prior to the completion of Day 1. Individual user issues that do not affect the overall service availability will not be considered critical.

Continue To Launch More Sites

Did you know that formalizing your rollout of UCCaaS for Government: Networx Edition is one of the best ways to drive better business outcomes?

Start with outcome planning – what are the goals you need to achieve a successful rollout?

• Find an executive sponsor within your organization to drive adoption and use.
• Maintain a project plan for activations.
• Find a pilot group within your organization and support them through the following:
  • Training
  • Validating they have the support information they require
• Follow up with survey and review after pilot is complete.
  • Review the survey, metrics and feedback.
• Make project plan adjustments/tweaks.
• Evaluate against desired business outcomes.
• Launch and expand to Phase 2 with more end users.

Preparing for Lifecycle: Day 1 and Day 2    

Day 1

Day 1 ends when performance-impacting issues are resolved (per your contract). Following completion of the implementation phase, the service becomes operational and transitions to Day 2 managed support for the ongoing service.  

Day 2

Day 2 verifies that our customers continue to achieve exceptional value with Verizon as their UC&C partner.

Easily Manage your Services Online

The Verizon Enterprise Center makes it easy for you to monitor, manage, analyze and optimize your Verizon products and services online. Available seamlessly between desktop, tablet and smartphone – you can act on your crucial data wherever your work takes you.

Comunicación

For planned maintenance, Verizon will announce the maintenance with as much notice as possible using both letters to customers (delivered to account teams) and a formal maintenance notification/ticket in advance of the event.

Maintenance communication will, at a minimum include: duration of event, customer impact and reasons for the event.

For emergency events, fail over may occur automatically.  In these instances, notification will occur after the fail over occurs via ticketing.  If at all possible, Verizon will attempt to provide advance notice in emergency situations where we determine a system should be failed over.

For emergency events, communication will occur throughout the duration of the event, including expected resolution times.

Invocation

Failover will automatically occur for Cisco Unified Communications Manager, Unity Connection and Unified Presence Server when there is any condition that prevents clients/endpoints from obtaining services from servers in a data center. Examples of such conditions are network outage, critical infrastructure outage, complete power outage, server outage (software crash, high CPU, memory exhaustion), etc.

For maintenance events a graceful shut down will be executed using documented Methods and Procedures.

Please see the two below charts for application behavior when failover is invoked.

Please note: The below situations document behavior when individual items within the data center are unavailable.  However, if the connectivity to the data center is interrupted all components would be affected and the circumstances should be understood as if the individual component parts were down.

Resolución

For emergency events, after the event is resolved, a Root Cause Analysis (RCA) will be completed and distributed within 15 business days of the event.

An RCA may include the following details, as appropriate to distribution to customers:

• Problem Analysis
• Operational and Technical Root Cause Analysis
• Recommendations/Corrective Actions
• Continual Service Improvement Opportunities

Application Behavior during Business Continuity Events, without Expressway:

Application Behavior during Business Continuity Events, with Expressway: