A smooth onboarding experience is essential for long-term success. To support this, the following guide provides a comprehensive overview of the onboarding process. It includes timelines, prerequisites, and step-by-step instructions—each tailored to your specific project type.
Queue Analytics Plans #
- Basics
- Essentials
- Professional
- Enterprise
For more information on our Queue Analytics plans, please visit our Pricing page.
Basics, Essentials, and Professional #
The Basic, Essentials, and Professional Plans include Queue reporting only.
Note: These plans do not include an assigned Project Manager. Nevertheless, our Professional Services Technicians are fully equipped to guide you through all necessary onboarding configurations.
Prerequisites #
- Signed agreement
- Solution Checklist
Onboarding Steps #
- Information Collection: Once the ISI Professional Services team has received the prerequisites, they will contact you to collect the following information:
- Entra ID Tenant ID or Webex Organization ID (depending on your platform)
- MFA selection (not applicable if SSO has been purchased)
- Initial Admin User details (First Name, Last Name, Email Address)
- Tenant & Queue Configurations: Within one business day of receiving this information, a Professional Services Technician will begin creating your ISI Analytics Tenant. Once setup is complete, the Initial Admin User will be notified that the Tenant is ready for configuration. The Initial Admin User will receive:
- Step-by-step instructions for creating and configuring a Connector
- Training materials to help navigate ISI Analytics post Onboarding
- Transition to Support: After we receive your signed acceptance, your account will be transitioned to our Support team, and you will be provided training resources, access to our Help pages, and information on how to contact our Support team for ongoing assistance and continued success.
Customer Actions #
- Authorization to Data
- Microsoft Teams
- Authorization to Microsoft Teams Granted
- Global Reader Access for Queue Analytics
- The Infortel Teams Call Queue Analytics Enterprise App requires the Global Reader role to sync Queue configurations to ISI Analytics (ex: Queue Name, Queue UPN).
- Enhanced Queue Analytics – Optional
- If Queue Analytics is enabled, it is recommended to create a service account for Enhanced Queue Analytics. Enhanced Queue Analytics provides statuses for a queue when it times out, overflows, or no agents are available. Without the service account enabled, Queue Handling is limited to Answered, Abandoned, or Unanswered statuses.
- Webex
- Microsoft Teams
- Configure a Connector
- Microsoft Teams
- Webex
- Create Additional Users
- The initial admin user will be responsible for creating, maintaining, and deleting all future Users. Instructions on creating a new user can be found in our Help section, here.
Enterprise #
The Enterprise plan may include both Standard & Queue reporting.
Note: Onboarding for the Enterprise Plan includes an assigned Project Manager, due to the project’s complexity.
Prerequisites #
- Signed agreement
- Solution Checklist
Onboarding Steps #
- Information Collection: Our Project Coordinator will reach out to gather the necessary setup details, including:
-
- MFA preferences (if applicable)
- Initial Admin User information (Full Name and Email Address)
- Platform/Data Source-specific items: You’ll be asked to provide configuration details based on your selected platform. The reference table below is available to help guide you through these requirements. A comprehensive list of our supported data sources can be found here.
Platform/Data Source Information to Provide ISI Network Diagram & Port Information CUCM - Confirm Call Manager version number
- Provide a Route Plan Report per CUCM Data Source
Webex DI - Confirm that CDR can be pushed directly from the DI Call Manager
- Provide Route Plan Report per Webex DI Data Source
Existing CUCM Data Source → Webex DI Migration - Confirm that CDR can be pushed directly from the DI Call Manager
- Migration Date (from CUCM to Webex DI)
- Provide Route Plan Report per Data Source
- Please reference the Webex DI Network Diagram listed above
NCQ (Real-Time Analytics)* - Confirm Call Manager version number
UCCX* - Confirm Version Number
Avaya* - Confirm the ability to configure a Cloud Connect server for CDR transfer
Microsoft Teams (Standard Data Reporting)
Webex MT (Standard Data Reporting)
*Cloud Connect Server Required
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- Project Team Assignment: Once we receive your information, we’ll assign a dedicated Project Manager and Professional Services Technician to guide you through onboarding. We aim to assign your project to a team within 2-3 weeks of receiving the necessary onboarding information listed above.
- Project Kickoff: You’ll receive a welcome email and an invitation to schedule your kickoff and scope review meeting. During this session, our team will review your Solution Checklist, project scope, and address any questions you may have.
- Standard Data Access & Queue Configuration: You’ll begin securely sending data to ISI. Our team will assist in configuring Queue Analytics to align with your business needs.
- Design & Configuration Review: During the design review, we’ll collaborate on items such as directory structure, data formatting, and billing requirements. You’ll be invited to schedule this session at your convenience.
- System Overview: Once tenant configuration is complete, we’ll provide a tailored walkthrough of your ISI Analytics Tenant. This includes best practices, navigation tips, and guidance on using the platform to achieve your goals.
- Customer Acceptance: If everything meets your expectations, you’ll receive a Customer Acceptance document to sign. This confirms that project deliverables have been met and outlines any remaining follow-up items.
- Transition to Support: After we receive your signed acceptance, your account will be transitioned to our Support team, and you will be provided training resources, access to our Help pages, and information on how to contact our Support team for ongoing assistance and continued success.
Customer Actions: #
- Queue Analytics Configurations
- For a list of items to complete, please see Customer Actions under the Basics, Essentials, and Professional section above.
- Standard Data Configurations
- Cloud Connect Server*
- To enable certain services or data sources, a server running our Cloud Connect application must be installed within your environment. Server requirements, ports, and applicable services can be found here.
- Establish CDR Collection
- Your Project Manager will provide instructions on how to establish the CDR connection once your project begins.
- Configure Directory Import – if applicable
- Your Project Manager will provide instructions on how to configure the directory import once your project begins.
- Cloud Connect Server*
- Create Additional Users
- The initial admin user will be responsible for creating, maintaining, and deleting all future Users. Instructions on creating a new user can be found in our Help section, here.
SSO Configurations #
Prerequisites #
- Signed agreement
- Solution Checklist
Onboarding Steps #
- Project Team Assignment: Once the ISI Professional Services team has received the prerequisites, we’ll assign a dedicated Project Manager and Professional Services Technician to guide you through your SSO implementation process.
- Metadata File Exchange: The Professional Services Technician will provide you with a metadata file and will request a metadata file in return.
- Implement and Test SSO Authentication: Our team will configure Single Sign-On (SSO) and coordinate with your team to validate the authentication workflow.
Customer Actions #
- Complete SSO configurations within your environment.
- Provide ISI with a metadata file.
- Confirm you can log in to your ISI Analytics tenant successfully.