To ensure the continuity of operations of your business in the wake of the Coronavirus (COVID-19), Evolve IP offers the following assistance to help you prepare your business for workforce remote connectivity and Work From Home (WFH) capabilities:
UCaaS / PHONES
Your phone numbers and call flow may be managed from anywhere via the Evolve IP OSSmosis portal, which can be accessed by authorized administrators via https://ossmosis.evolveip.net/Ossmosis5/app/ and the user guide is available at https://support.evolveip.net/display/EIQ/OSSmosis+5+User+Guide.
- Schedules: https://support.evolveip.net/display/EIQ/OSSmosis%3A+Schedules
This allows you to set up or modify your normal business hours. If you anticipate being out of the office, you may want modify your schedule to use your after-hours call flows, either by editing an existing schedule or setting up a holiday schedule. - Auto Attendants: https://support.evolveip.net/display/EIQ/OSSmosis%3A+Basic+Auto+Attendants
You may wish to redirect certain options of your auto attendant, or possibly apply a temporary greeting advising the callers of your situation. - Call Center Announcements: https://support.evolveip.net/display/EIQ/OSSmosis+Call+Center%3A+Announcements
Similar to auto attendants, you may wish to modify the messaging that are played to your callers. - User Call Forwarding: https://support.evolveip.net/display/EIQ/OSSmosis%3A+User+Settings
You may wish to forward your users’ phones to a cell phone, or elsewhere. Please note that features such as Hunt Groups or Call Centers do not follow call forwarding settings, by design, but will forward to other numbers if you use the Remote Office setting. For more details, please refer to this article. - Power Requirements for Phones / Handsets:
If your users are bringing their handsets home with them, they will likely require an external power cord. In an office environment phones are typically powered via their Ethernet connection (power over Ethernet, or POE), but most people do not have POE at home, in which case an external power cord is required.- Power Supply Orders:
If you would like to purchase a power supply for home use:- Refer to the Power Support Information Guide to determine the correct power supply for your handset
- Go to Amazon, Ebay or the vendor of your choice with the Manufacturer, Model #, Part #, and Output
- Purchase power supply
- Network Requirements for Phones / Handsets:
Also, note that most office phones are configured with a VLAN ID. If a phone is being moved to a home, the VLAN ID will need to be removed; this can be achieved via the menus on the phone. The location within the menu and name of the setting will vary by manufacturer but are usually found under the Network and/or Ethernet settings menu. Please follow the steps in the "Remote User Network Setup - Reference Guide" found below to ensure your remote users can connect. - User Application Password Reset Guide:
Refer to the User Application Password Reset Guide as it will provide step-by-step instructions in OSSmosis 5 to reset your users passwords for accessing various web portals and applications:- Personal Portal
- UC One
- Unity Agent/Desktop
- Web Agent
- Web Supervisor
Helpful Guides:
EVOLVE CONTACT SUITE (ECS)
ECS is a Cloud Based Contact Center system that provides essential business continuity capabilities. Refer to the ECS Business Continuity Guide for Routing Best Practices and enabling Work From Home Agents.
https://support.evolveip.net/display/EIQ/ECS+Business+Continuity+Planning
For more information about ECS refer to https://support.evolveip.net/display/EIQ/Evolve+Contact+Suite
EVOLVE IP – CLIENT SUPPORT CENTER
If you require further assistance, feel free to contact our 24x7 Client Support Center. Due to Coronavirus (COVID-19), we anticipate heavier than normal volume in our support organization and we appreciate your patience.
Email: support@evolveip.net
Phone: 877-459-4347, Option 2
Evolve IP Knowledge Base: https://support.evolveip.net/
EVOLVE IP BUSINESS CONTINUITY PLAN - CORONAVIRUS (COVID – 19)
At Evolve IP, our Purpose-Built Cloud Solutions enable today's mobile workforce, and since all of our Associates utilize those solutions everyday we are uniquely positioned to ensure continued operations in the wake of the Coronavirus (COVID-19). It is also important to note that we have a very robust disaster recovery and business continuity plan, and should we need to enact it we have the ability for 100% of our workforce to work remotely while continuing to service our clients around the world.
Like many organizations, Evolve IP has also taken several precautionary measures, including placing a moratorium on all international travel and limiting domestic travel as much as possible. We are following the guidance of the World Health Organization (WHO), Center for Disease Control (CDC) and local authorities in affected regions. Our priority remains the safety of our colleagues, clients, and partners. We have also educated our Associates on that guidance, which includes tips on improved hygiene and instructions to stay home if they exhibit any symptoms. Additionally, all of our managers have been instructed to keep an eye out for anyone exhibiting symptoms and to send those individuals home immediately.
As the situation with COVID-19 continues to evolve, we will reevaluate our plans regularly and will augment them as necessary to ensure that any potential threat to our Associates is addressed immediately, and to ensure that we continue to provide the world-class support that you have come to expect from Evolve IP.