The service is optimized for small customer locations but can be used for larger customer locations as needed. To that end, the service is delivered through two SKUs:

  • Setup Assist Express—Flat charge to set up a location of up to 5 seats.

  • Setup Assist Standard—Per-user charge to set up a location with more than 5 seats.

Wholesale Setup Assist Express service includes:

  • Virtual Onboarding
  • Location Feature Setup Support
  • User Feature Setup Support
  • PSTN/Porting Support

Wholesale Setup Assist Standard service includes:

  • Project Management
  • Discovery and Assessment
  • Solution Design
  • Migration Planning
  • Implementation
  • Go Live
  • Verification and Acceptance

The Webex Wholesale Setup Assist service is ordered by the partner through the Partner Hub or the Webex Wholesale provisioning API, either as part of the customer provisioning process or subsequently as new locations are added.

Request scope and delivery

Wholesale Setup Assist Express

Wholesale Setup Assist Standard

Service Request

Requested through the Partner Hub or Wholesale APIs

Requested through the Partner Hub or Wholesale APIs

Scope of Support

  • Quick start guide

  • Links and guides to assist the customer with the self-directed setup

  • Access to real-time chat support

Day of Install

TN verification

  • New TNs status

  • Ported TN status

Call Flow Verification

  • Inbound calls

  • Outbound calls

  • Call flows

Provided by Cisco

  • Call Processing

  • New Voice/Unified Messaging established

  • Location Features Configuration

  • Entitle users for Webex Calling Wholesale

  • User level configuration

  • Test and Acceptance

  • Troubleshooting

  • CPE Evaluation

  • Cisco Calling Plans when purchasing

Provided by Partner

  • Customer network connectivity

  • Voicemail migration of greetings or messages

  • Third-party device verification

  • Third-party integrations and applications

  • On-site Deployment and Testing

  • Advanced Emergency Services

Service Delivery

  • Welcome email

  • Webex team space

  • Welcome email

  • Control Hub banner

  • Webex team space

Prepare your Network Environment

Your organization is ready to implement Webex Calling. To get it all set up:

Table 2. Roles and Responsibilities for Wholesale Setup Assist Express

Activity

Cisco

Partner

Customer

Customer relationship management

Informed

✔

Informed

Customer Site Support

Consulted

✔

Consulted

Customer discovery & assessment

Informed

Consulted

Consulted

Webex Calling solution design & review

Informed

Consulted

Informed

Deployment strategy and approach

✔

Consulted

Informed

Plan & schedule milestones for the project

✔

Consulted

Informed

System and site/user test plan development

✔

Informed

Informed

Establishing customer network connectivity

Informed

✔

✔

Design and deploy E911 solution

Informed

✔

Informed

Webex Calling Control Hub configuration and migration execution

✔

Informed

Informed

Test and confirm all configurations and call routing

✔

Consulted

Consulted

Onsite deployment assistance (if needed/required)

Informed

✔

✔

Third-Party and external component validation & adjustment

Informed

✔

✔

Third-Party and external component design implementation & migration

Consulted

✔

✔

Customer Admin/End User Training

Informed

✔

✔

Customer acceptance testing

Informed

✔

✔

Post migration partner support

✔

Informed

Informed

Post migration customer support

Informed

✔

Informed

Table 3. Roles and Responsibilities for Wholesale Setup Assist Standard

Activity

Cisco

Partner

Customer

Customer relationship management

Informed

✔

Program and project management

✔

Consulted

Informed

Customer Site Support

Consulted

✔

Customer discovery & assessment

✔

Consulted

Consulted

Webex Calling solution design & review

✔

Consulted

Informed

Deployment strategy and approach

✔

Consulted

Informed

Plan & schedule milestones for the project

✔

Consulted

Informed

System and site/user test plan development

✔

Informed

Informed

Establishing customer network connectivity

Informed

✔

✔

Run First Time Setup Wizard (FTSW)

Informed

✔

✔

Design and deploy E911 solution

Informed

✔

Informed

Webex Calling Control Hub configuration and migration execution

✔

Informed

Informed

Test and confirm all configurations and call routing

✔

Consulted

Consulted

Onsite deployment assistance (if needed/required)

Informed

✔

✔

Third-Party and external component validation & adjustment

Informed

✔

✔

Third-Party and external component design implementation & migration

Consulted

✔

✔

Customer Admin/End User Training

Informed

✔

✔

Customer acceptance testing

Informed

✔

✔

Post migration partner support

✔

Informed

Informed

Post migration customer support

Informed

✔

Informed

Express and Standard comparison

Wholesale Setup Assist Express

  • High-volume orders

  • Support through chat or Webex Messaging

  • Cisco PSTN coordination if ordered

  • Expect an average customer size of 1 to 3 users

Wholesale Setup Assist Standard

  • Modeled on Webex Setup Assist

  • Perform full configuration support

  • Conduct Webex calls and messaging support

  • Average 4-8 weeks from order to activation

  • Expect an average customer size of less than 100 users

Table 4. Requirements

Requirements

Express

Standard

Requires Webex Activation

✔

✔

Cisco Initiates Setup Assist Process

✔

Partner Initiates Setup Assist Process

✔

Cisco Performs Configuration

✔

Customer Performs Configuration

✔

Proactive Cisco contact and support

✔

Reactive Cisco contact and support

✔

Cisco PST Coordination

✔

✔

Third-Party PST Coordination

Proactive Support through Go Live

✔

Reactive Support through Go Live date

✔

Transition support after Go Live date

✔

Transition support after acceptance

✔

Requires customer acceptance

✔

Completion notification after Go Live date

✔

Completion notification after acceptance

✔

Customer support throughout process

✔

✔

Ensures full customer satisfaction

✔

✔

Setup Assist chat support

Wholesale customer administrators in User Hub can now access Setup Assist chat support for real-time assistance. This service is available to wholesale customers who've placed a Setup Assist Express (SUA Express SKU) order through partners. Chat support is available only for orders placed through the public API by partners on behalf of their customers.

Chat support window availability

  • The Setup Assist chat support window appears only for wholesale customer administrators in the Calling section of User Hub.

    To access calling-related pages, go to Services > Calling in User Hub.

  • Chat support is available only if the current date falls within the support window and is automatically removed once the period ends.

  • To calculate the duration of the support window, the system adds the number of days specified in the wholesale setup assist chat support duration setting to the requested start date. If multiple Setup Assist orders exist, the system considers the most recent requested start date.

    Example: If the requested start date is March 3, and the duration set in the configuration is 7 days, the chat will be available from March 3 to March 11.

  • The support window duration follows U.S. Cisco business days, excluding public holidays and Cisco Day for Me.

  • By default, support window is available for +10 U.S. Cisco business days from the requested start date.

UI for Services > Calling in User Hub