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    Onboarding Flow with Wholesale Setup Assist
May 26, 2025 | 193 view(s) | 0 people thought this was helpful

Deployment and Onboarding for Wholesale Route-to-Market

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The deployment process for Wholesale RTM, including provisioning, customer management, billing reconciliation, and using Wholesale Setup Assist to onboard customers.

Deployment Overview

The Wholesale RTM solution offers a streamlined deployment process that includes simplified provisioning, administration and billing. The following chapter provides procedures that describe:

  • How to provision new customer organizations and subscribers.

  • How to maintain and update existing customer and subscribers.

  • How to create Billing reconciliation reports so that you can bill your customers.

Before You Begin

You must decide on how you want to manage your customers and users. There are two interface options for provisioining and managing customers. This chapter provides procedures for both interfaces.

  • Manage customers manually via the Partner Hub interface

  • Manage customers using public APIs

Also, if you haven't yet assigned administration roles within the partner organization, see Partner Administrator Roles for Webex for BroadWorks and Wholesale RTM.

Onboarding with Wholesale Setup Assist

Wholesale Setup Assist is an optional customer onboarding service that Cisco offers to Wholesale RTM partners to help them onboard customers. The service is available to any partner that orders the A-Wholesale SKU in Cisco Commerce Workspace (CCW). Partners can order the service for specific customer locations via either the Express or Standard Wholesale SKU, with the sku being assigned automatically based on the quantity of users for the customer location.

As an additional benefit, the service updates the partner's billing reconciliation report automatically so that partners can bill their customers appropriately.

Following are the two Wholesale Setup Assist SKUs along with their respective pricing model. Note that these are net transfer prices to the partner. The list prices will be different (higher) based on the Wholesale partner discounts.

Table 1. Wholesale Setup Assist SKUs

SKU

SKU is used for...

Wholesale Setup Assist Express Usage

Flat charge to set up location of up to 5 seats

Wholesale Setup Assist Standard Usage

Per-user charge to set up location with more than 5 seats

Onboarding Flow with Wholesale Setup Assist

This section describes the onboarding flow when you use Wholesale Setup Assist.

Prerequisites

  • Partner must be onboarded fully to the Wholesale Route-to-Market solution. This includes items such as PSTN connectivity, third-party hosting requirements completed, OSS/BSS configured.

  • All requests for Wholesale Setup Assist must be submitted no later than six business days prior to onboarding completion.

  • We recommend that customers verify network connectivity at cscan.webex.com.

Onboarding Flow

Table 2. Onboarding Process using Wholesale Setup Assist

Action

Description

1

Place a one-time purchase order in Cisco Commerce Workspace (CCW) for the A-Wholesale SKU with a quantity of 1.

See Webex - Wholesale Ordering Guide for help with placing the order.

This needs to be completed a single time only per partner. You don't need to repeat this for each new customer that you provision.

2

Complete customer provisioning tasks using either of these flows:

You can either provision customer organizations manually in Partner Hub or use APIs to complete provisioning.

3

The Setup Assist can be done using either of these flows:

After provisioning, submit the subscription request with the Wholesale Setup Assist Request Form or the Wholesale Setup Assist Order through API.

You can also submit the request through a call to the Calling HelpDesk.

4

The Setup Assist team helps you to onboard the customer using one of these flows:

Refer to the flow that applies to the customer location that you’re onboarding. The flow describes both Cisco and partner responsibilities at each stage of the process.

Setup Assistance (Express Flow)

The following table breaks down the project flow for the Express option when the Cisco Wholesale Setup Assist team takes over onboarding. The following project phases occur after you complete provisioning and submit your assistance request.

The table breaks down the Cisco responsibility and partner responsibility at each phase of the project.

Table 3. Wholesale Setup Assist - Express Project Phase

Project Phase

Cisco Responsibility during this phase

Partner Responsibility during this phase

1

Discovery and Assessment

  • Submit the customer info through the Wholesale Setup Assist Request form (or phone call).

  • Make sure that the provided customer contacts include someone familiar with call flows.

  • Get the customer approval for the call flow strategy.

  • Provide details for online training, administration guides, and user guides.

2

Solution Design

  • Contact the customer location (for up to a 1-hour customer call).

  • Complete user and feature configurations.

  • Test any assigned numbers.

  • Verify the Control Hub login works.

  • Walk through features and user portal.

Follow up with the customer as required.

Setup Assistance (Standard Flow)

The following table breaks down the project flow for the Express option when the Cisco Wholesale Setup Assist team takes over onboarding. The following project phases occur after you complete provisioning and submit your assistance request.

The table breaks down the Cisco responsibility and partner responsibility at each phase of the project.

Table 4. Wholesale Setup Assist - Standard Project Phase

Project Phase

Cisco responsibility during this phase

Partner responsibility during this phase

1

Project Management

  • Provide partner and customer with the list of key personnel and responsibilities.

  • Provide project schedule, deliverables, report frequency, milestones, and events.

  • Identify risks and potential issues.

  • Provide handover at project completion.

  • Provide a list of partner/customer roles and responsibilities

  • Identity primary and backup site contacts. Ensure that key personnel are assigned and available.

  • Coordinate with any external third parties, if required.

  • Ensure that info is provided within two business days of Cisco request.

2

Discovery and Assessment

  • Project planning orientation with customer.

  • Plan sites to be migrated.

  • Conduct interviews with the stakeholders.

  • Draft data gathering document.

  • Assist partner and customer.

  • Provide assessment report with recommendations and exclusions.

  • Provide existing calling platform info.

  • Provide user and device location configuration info.

  • Attend meetings and provide relevant info.

3

Solution Design

  • Review data gathering document from partner.

  • Draft Webex Calling Configuration workbook with info required for configuration.

  • Review tech requirements and existing documentation.

  • Provide a template for data gathering for users and locations.

  • Develop a Configuration workbook.

  • Provide updated customer questionnaire, config workbook and build documents to partner.

  • Make sure key personnel are available.

  • Review documents (customer questionnaire, data gathering workbook).

4

Onboarding (testing) Planning Phase

  • Hold test plan workshop.

  • Create a test plan and provide to the customer.

  • Participate in a test plan workshop.

  • Coordinate customer requirements.

  • Review migration plan.

5

Implementation

  • Install the configurations in the workbook.

  • Provide an updated configuration workbook.

  • Deploy CPE onsite and calling client.

  • Configure directory, SSO, Hybrid Services.

  • Control Hub configurations.

  • Collect user and location data into the RedSky portal.

  • Obtain certificates and CSRs.

  • Config required network settings for change (firewall ports, DHCP, TFTP, Qos).

6

Onboarding Execution

  • Migrate partner solution to production.

  • Migrate users to Webex Calling.

  • Coordinate migration with the customer.

  • Provide onsite resources.

  • Coordinate (number porting, third-party elements).

  • Configure dial plan modifications to on-prem equipment to support migration.

7

Post-onboarding

  • Post-migration support for up to five business days after the migration.

  • Troubleshooting support

  • First level contact and support.

  • Provide onsite resources for troubleshooting.

8

Operations handoff

  • Provide an updated Configuration workbook.

  • Send migration close-out notification.

  • Migration close-off.

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