Getting started with CloudCall
From porting numbers to best practice. Find out everything you need to know for a running start with CloudCall.
What can we help you with today?
The customer onboarding map
Sales
Our sales and technical services teams will work with you to ensure that there is solution compatibility and alignment to meet your desired objectives. We strive to support your ability to build smarter teams faster by using CloudCall’s unified platform.
Discovery
After the service contract is signed, our technical services team will work with you to collect the required company and user configuration details. This step will allow the CloudCall team to perform a deeper dive of your expectations to ensure a smooth activation. The team will perform a network assessment to evaluate the current condition of each location and share any recommended adjustments.
Network assessment: The purpose of the network test is to outline the key network requirements when using the CloudCall services. We check this for both home working and office-based solutions. The network setup and Internet connectivity are the single biggest factors that will determine the call quality and reliability following your move to CloudCall services. With this in mind, we have a team dedicated to working with your company and/or IT support providers to advise and assist with this aspect of our service delivery. We will guide you through this process during onboarding, but if you have any questions, please do ask your CloudCall contact.
Delivery
Our service delivery team will provision your services on the CloudCall platform and validate the configuration with you. The guidance for telephone number porting and training will be provided ahead of the activation date.
Number Porting: If you would like to keep using a phone number that is active with another provider, CloudCall gives you the option to port your existing number to CloudCall (geographic, landline, national, toll-free, mobile numbers, etc). For more information, please see the ‘porting numbers’ section for more details.
Training: We understand the importance of user adoption, so that your business can gain all of the benefits of using CloudCall. We can set up various training pathways, as we understand that not everyone learns at the same pace. We have an extensive e-learning library and offer instructor led training. Before you decide, we are happy to talk you through each option, understand how you train staff currently and the training methods that you have benefited from in the past.
Launch
Our service delivery team will coordinate all required steps for the launch of your services on the CloudCall platform. Your assigned representative will continue to be your point of contact for two weeks after the activation date to ensure that your expectations are met. After that time, our customer success and support teams will be your main points of contact. They will work with you to manage and optimise your account and help to address any support issues that may arise.
Porting Numbers
If you would like to keep using a phone number that is currently active with another provider, CloudCall gives you the option to port your existing number to CloudCall (geographic, landline, national, toll-free, mobile numbers, etc).
Before initiating a porting request, please make sure that you are a customer of CloudCall and have a signed contract in place. CloudCall does not support number porting for trial accounts, however, our Technical Services / Pre-sales team can run portability checks for you.
If you would like to port your existing phone number over to your CloudCall account, please be aware you may need to provide any/all the following information:
For UK Number Porting:
– The number you would like to port-in.
– The current carrier of the number(s) (you may need to check with your current retailer, as to who is the underlying carrier/provider).
– Service address registered for each number.
– A copy of the most recent invoice from your current provider.
– Name and contact details of the person responsible for approving porting at your company.
For US/Canada Number Porting:
– The number you would like to port-in.
– The current carrier of the number(s) (you may need to check with your current retailer, as to who is the underlying carrier/provider).
– Service address registered for each number.
– A copy of the most recent invoice from your current provider.
– Name and contact details of the person responsible for approving porting at your company.
– You may be required to provide a PIN, generated by your current provider in order to validate the some/all of the porting numbers.
– You may be able to ask your current provider for a Customer Service Record (CSR) that will have the correct information on it needed to port out numbers.
CloudCall works with global operators to port umbers for many others countries around the world, each country has its own set of number registration authorities. These authorities oversee and regulate porting activities in their respective countries, and each country has its own set of requirements for porting and purchasing numbers. It is a good idea to understand and confirm all of this information with CloudCall, understand the porting lead times and documentation requirements before completing and contractual obligations.
Please note the requirements for purchasing new numbers and porting numbers sometimes differ even within the same country. CloudCall can help you to understand this.
If you are an existing customer
Once you have collected the information listed above, please feel free to click here.
You can also use the same link to request a portability check, so we can check if your number is able to be ported.
*You will also be required to complete an LOA (Letter of Authority) to formally request the porting activities. Your CloudCall contacts will be able to supply you with the appropriate LOA’s and documentation requirements for each port type. Please speak to your CSM/support.
New customers – Speak to your Sales Exec or Pre-sales contact (TSG) if you have any questions.
More ways to learn
Customer Academy
Ramp up quicker with step-by-step guides.
Customer Support
Learn how to set up, fix problems and become a skilled CloudCall phone system user
More ways to learn
Check out our on-demand video hub with mini demo tutorials – ideal for non-CloudCall customers looking to learn a bit more about the platform.
