Onsite Installation Guide

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PBX Onsite Installation Guide
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Preparing For Site Installation Visit

1. Determine from Pre-installation Survey, site photos, and customer interview(s)what cabling, connection blocks, patch-panels, etc. will be required for the installation.

2. Check cabling and installation supplies out of inventory. Order any special supplies needed for the installation or if appropriate pick them up locally. Don't forget to take any items that might be hard to pick up at the local Home Depot or Radio Shack.

A VoIP gateway needs 4 RJ11 patch cords each
Zhone needs M-F telco cable & '66' block w/telco power-fail switch needs RJ11 patch-panel
RJ11 patch-panel needs M-M telco cable & bracket
RJ11 patch-panel for VoIP gateway needs '66' block w/telco

3. Gather installation tools and equipment required for the installation and if possible ship them with media gateways and server. Otherwise prepare to check them as baggage at the airport -- expect box to be searched.

Tools likely required:

'66' block punch-down tool
'110' block punch-down tool
needle-nose pliers
small, medium, and power screw-drivers
long bit for power screw-driver
scissors w/wire-strippers
RJ11 & RJ45 crimpers
volt-meter
telephone line tester
tone-tracer
telephone butt-set
flash-light
Sharpie marker
Li'l Zapper Humbuster

Equipment likely required (besides that from #3 above):

spool of single-pair connecting wire, 3'+/port
20' or so of 14 gauge wire
100' or so of sheathed 4 conductor telephone wire
wire routing spools (mushrooms), 2+/connecting block
bag of 6" cable ties
bag of 3/8" (or 1/2") cable clamps w/mounting holes
box of 1" #8 wood screws
small bag of RJ11 plugs
small bag of RJ45 plugs
small bag of aligator clips
2+ RJ11 inline couplers
2+ RJ11 Y-jacks (M & F)
6+ RJ11 6' patch cords
4+ RJ11 surface mount jacks
4+ RJ45 6' patch cords
6' DB9 MF serial cable
'66' block w/telco connector
'66' block w/out telco connector
54 bridging clips per '66' block
spare AAA, AA, & 9V batteries
spare 10' M-F telco cable if installing Zhones
spare 10' M-M telco cable if installing patch-panel
tape for boxing up tools & supplies for return trip

Upon Site Arrival (Pre-cutover)

1. Verify that all equipment and shipments arrived okay.

2. Examine server and media gateway installation areas for special circumstances and suitability.

3. Set up server and verify remote access with home office support engineers.

4. If not already done, install & run DPMS script configured to talk directly to the home office mailserver. "DO NOT RUN"

5. Set up media gateways and verify connectivity with server.

6. If not already preconfigured, configure at least one FXO media gateway and one FXS media gateway. Define at least one line and one station for early punch-down testing.

7. Study existing station and line wiring to determine how PBX connecting blocks will be connected. Identify outside line and station connection points.

8. Use butt-set to check dial-tone on each line if possible to do so without interferring with ongoing calls.

9. Mount connecting blocks, patch-panels, and routing spools.

10. Obtain or generate map of which station and line is connected where on the existing connection blocks. Take note of how existing the PBX is connected. This is important when configuring PBX station and line ports and might be necessary if the old PBX needs to be reconnected. With some PBX's it may not be possible to tone-trace station pairs until the PBX is turned off and perhaps disconnected.

11. Take pre-cutover pictures for our collection and amusement.

12. If you have time before cutover and we are providing phones, assemble and distribute phone sets to user desks.

13. Make sure everyone gets voice-mail off old PBX before cutover.

IP PBX Punch-down / Cutover

1. Turn off existing PBX and unplug any telco connectors to it.

2. Disconnect lines one at a time from the old PBX and punch them down to our IP PBX connection blocks. After first line is punched down, connect it all the way to our IP PBX media gateway's FXO port and dial into our system to verify correctness.

3. If the existing station map has not already been determined then map them out now.

4. Disconnect stations one at a time from the old PBX and punch them down to the our IP PBX connection blocks. After the first station is punched down, connect it all the way to a PBX media gateway's FXS port and use the station to dial out of our IP PBX system to verify correctness.

5. Label/number each pair on our connection blocks with Sharpie marker. Indicate our reconnections on the station/line map.

6. If not already done, configure up all lines and stations.

7. If we are providing phones and they are not already assembled and distributed, do so now.

8. Test each station for dial-tone and verify that each user's physical station matches up with our IP PBX configuration.

9. Dial in to each line and verify that each line gets answered and matches up with the IP PBX configuration.

10. Test each phone instrument for good volume and tone. Crank up the volume and make a test call listening for problems. Do you hear any hum noise? Do you get bark-back sound when speaking into handset or speakerphone? Do all headsets work properly and have clear connections?

11. Double-check physical connections. Make sure everything is tidy. Remember that the physical part of the installation and connections are the one thing that we cannot fix remotely. Neatly loop and cable-tie excess cabling and secure any telco
cables at end-points with velcro, screw-downs and/or cable-ties.

Basic IP PBX Server & Client Configuration

1. If the server has not already been configured, then configure up all users and groups. If possible, create a model user as preferred by the local admin/customer, then clone users after the model user.

2. Install Java & IP PBX GUI on user desktops as appropriate.

3. If not already done, configure special user and trunk groups.

4. If not already done, configure operators/operator stations.

5. If not already done, configure auto-attendant cron jobs.

6. If not already done, install CDR report generator CGI stuff.

7. After all server post-install configuration, run DPMS script. Do not install unless customer agrees to mail back log & config files back to company.

Customer Training & 1st Day With IP PBX

1. Pick up box of doughnuts or bag of bagels for customer crew.

2. At customer's descretion, either do a large group training session with live system, or individual instruction. Cover all basic operation and practice making / dealing with calls. Provide special instruction for key employees & operators. Offer online Webex refresher instruction when needed and stress that we are just a phone call or email away and very much want them to contact us with questions or if having any trouble.

3. Wander around assisting users. Help them customize FP desktop and remind them to save desktop layout after changes. Keep an ear out for folks having trouble handling calls. Help users record their name for the company directory and voice-mail greetings.

4. If not already done, help admin/operator record group prompts. At minimum: company open greeting, company closed greeting, company overflow greeting. Quite possibly they will want to custom the main auto-attendant menus. After any customization help them record appropriate menu prompts.

5. Take pictures of completed installation for our collection.

6. Continue to monitor system for problems. When things seem to be going smoothly after a period of usage, meet with customer contact/admin to see if there is anything else they need done while you are onsite. Ease their unease at your impending departure by letting them know that out support will be monitoring the system remotely while you are travelling and remind them support is just a phone call/email/IM away.

7. Make the rounds one last time to help folks with any problems they've encounterd and answer any questions.

8. Clean up all work areas, pack up tools, get out of Dodge!

Installer Back Home

1. Inventory supplies used for install and report usage.

2. Complete travel expense report as soon as possible and provide it to company with break-down of customer install related expenses versus miscellaneous tool/non-customer related purchases.

3. Make sure installation kit of tools and supplies is ready for the next install by restocking supplies listed in the "Prep for intallation visit" section above. Help company reorder things that need to be replenished or if appropriate acquire them locally.

4. Hold a post-installation review meeting with Sales & Support in order to improve our procedures and determine plan for any ongoing issues with the installation.

5. Check back with customer to let them know how their system is doing as indicated by our monitoring system and to help them with any early issues they may have. Remind them about, and help them with, any remaining tasks they need to handle like
recording prompts, or providing desired customization details. Encourage them to email full details of anything they need us to look into.

6. Email an installation summary report to customer contact, any reseller involved, and company -- both for everyone's records and to make sure that everyone is in sync about where things stand and is aware of any outstanding issues and if required the plan of action.

7. Get some rest so you'll be ready for the next one!