Xima Responsibilities

A Xima project manager will be assigned to:

• Provide an internal kick-off call between Xima and partner to outline the deployment
• Provide a customer-facing kick-off call to outline the deployment
• Provide a workbook for data collection necessary to the installation
• Coordinate timelines, schedules, and communication among each party
• Schedule one 2-hour GoLive support bridge for the launch of the Contact Center features
• Provide a HelpDesk phone number for expedited support for the five business days following the launch

A Xima tech will be provided (remotely) to perform the following tasks of the deployment:

• Installation of CCaaS service
• Verify API connection
• Assign agent licensing based on data provided in the workbook
• Verify call logging
• Provide default login credentials and access address
• Review UC platform configuration for connection issues
• Configure skill groups as outlined in the workbook
• External testing of voice skill routing
• Configure Web Chat as defined in the workbook (if purchased)
• Provide Web Chat HTML snippet to be utilized by the customer’s web developer (if purchased)
• Provide one administrative training session for all parties responsible for managing the Multimedia features moving forward
  • This training is focused on managing the skill group routing, skill group settings, and agent assignment.
  • Additional training for other modules can be obtained with additional professional services or with a support contract as outlined at the end of this scope of work.
• Conduct the GoLive support bridge for the launch

​Responsibility of the Partner/Customer

These items can be completed by the partner or the end-user but will not be completed by Xima Software.           
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• Complete the provided workbook in a timely manner. Once the workbook is returned to the Xima project manager, no core changes can be accommodated without a potential need for additional professional service costs.
  • When assigning agents to licensed seats, ensure the name entered in the workbook matches the name in the UC platform
• Acquire and assign applicable extensions in the UC platform
• Configuration of Incoming Call Routes and DIDs
  • At least one dedicated test DID will be essential for proper testing
• Provide a UC platform tech as needed
• Embed provided Web Chat HTML snippet provided to necessary WebPages prior to testing or GoLive for Web Chat (if purchased)

Post Installation / Testing Phase

• Follow the testing guide included in the workbook
  • Testing each route and reporting issues or satisfaction
  • Testing skilled calls and features work to satisfaction at the agent level
  • Test user and agent experience for Web Chat
• Report issues or needed changes in a timely manner to the Xima project manager
• Schedule Administrative Training with Xima project manager
• Distribute provided and applicable agent training videos to agents
• Coordinate with Xima project manager to schedule GoLive launch at the conclusion of testing

At the conclusion of the GoLive launch, the Xima project manager will provide a Delivery and Acceptance document and the customer will be transitioned to Xima Support for future issues or general support needs.

Training:
Personalized training is available with the purchase of professional services with the correct part number (e.g., XPS-TRAIN01). If training was not purchased with additional professional services, it is the customer’s responsibility to attend the modular group sessions through our help center training program.

The deployment project for XPS-INS01 will be considered completed once the CCaaS service is successful in logging call data for the agent list requested and licensed from the workbook. Unless other modular-based professional services were purchased and have not been completed, the project manager will provide a Delivery and Acceptance letter, and any future support needed will be handled by the Xima Support team using our help desk ticket system and/or calling for the duration of the Xima Care support subscription. 

For the full Xima Support Agreement, click here.