Overview of the Service Setup Process

As a new customer, you deserve to know what to expect during the setup of your new service. Customer downloads and completes the attached Setup Questionnaire, a required form Aptela uses to begin the service setup process.  Pending payment authorization, Aptela will process the customer's hardware order, if applicable. Customer receives an Introductory Email from their assigned Implementation Specialist to schedule the Welcome Call. Customer sends the completed Questionnaire to the Specialist prior to the scheduled Welcome Call. Notes: The setup instructions must be provided on the Questionnaire (e.g. no emails or other documents) The sooner we have your Questionnaire and review it with you, the quicker we can begin processing your order. During the scheduled Welcome Call, the Specialist will: Confirm expectations of service setup. Review the Questionnaire with you. Address any additional questions. Schedule the Activation Call (Note: Only after reviewing the Questionnaire with the Specialist will the Activation Call be scheduled). After reviewing the Questionnaire with you, the Specialist will begin processing your order: including assigning phone numbers and setting up your account. Aligned with the scheduled Activation Call the Specialist will send your Activation Email, and finalize your service setup on the Activation Call. Customer and his/her employees attend Customer Training. Things You May Need to Know Need Custom Recordings? Most custom recordings are expected in 3 business from finalizing the Questionnaire. Specialized requests (exceptionally complex IVR setups, for example) are expected in 6 business from finalizing the Questionnaire. Associated fees apply. Purchased Hardware from Aptela? Your hardware may arrive prior to the scheduled Welcome Call and Activation Call. If the Questionnaire has been reviewed with the Specialist, your service order will process as normal. If the Questionnaire has not been reviewed with the Specialist, the customer must do so in order to continue with service setup. Bringing Your Own Hardware? Click here for configuration documentation. Only after receiving your Activation Email will you be able to configure your phones. Phones not purchased from Aptela will acquire associated fees for configuration support and may require the assistance of a Support representative. Bringing Your Phone Numbers with You? The Porting Process should begin after service activation to ensure: Your service setup is complete. Your phones are setup. Your customers can contact you. A smooth transition to Aptela. Your Specialist will guide you through completing the required forms during the Activation Call. Most customers prefer to remotely call forward, with multiple paths, their phone numbers to Aptela during the process. This requires the customer to initiate a remote call forward with the existing provider prior to submitting the required porting forms.  If the forwarding request is made after submitting the forms, it will be denied. The porting process: Begins when the required forms are submitted to Aptela Porting Department (the forms are provided with the Activation Email).  The customer will need to submit a current phone bill with the required forms. Can take up to 6 weeks to complete. Once the port completes you will receive an email from Aptela Porting Department indicating so.  Only after confirmation should you cancel service with your existing provider. You will pay for two services during the porting process

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