Telstra DOT – Internal Migration & Provisioning SOP [INTERNAL]

1. Purpose

This document provides a detailed operational SOP for handling Telstra DOT migrations and new deployments.

It covers:

End-to-end migration workflow
Data requirements
PBX provisioning
Handset onboarding
NBN / Internet provisioning
Number porting
Responsibility split across teams
Carrier dependencies
Validation checkpoints

This SOP ensures consistent execution and prevents avoidable delays.

2. Scope

Applies to all Telstra DOT migrations where:

Customers are moving to CommsChannel Yeastar UC platform
Existing Telstra DOT Yealink handsets may be reused
Services include voice, PBX and optional NBN/internet

3. Role Responsibilities (Detailed)

3.1 Partner

Partners own the entire customer-facing lifecycle:

Customer engagement
Requirements gathering
Technical discovery
Site readiness confirmation
Router/switch/CPE configuration responsibility
To ensure the existing Yealink (Telstra) are unbound from Telstra to make it work with Comms Channel
Order of New Yealink deskphones, incase existing phones are not workable.
Submission of complete order information
Liaison between customer and CommsChannel

Partners must ensure:

100% accurate and complete information submission
Network readiness at customer premises
Customer availability during cutover

3.2 Account Manager

Account Managers act as the commercial and intake coordinator:

Work with partners on pricing and feasibility
Review and validate submitted orders
Confirm all provisioning data completeness
Gather missing details before passing to Operations
Maintain communication loop with partner

Only validated orders move to Operations.

3.3 Operations Team

Operations performs:

Final validation
PBX build and configuration
Handset provisioning setup
Carrier order submission
Migration coordination
Cutover execution
Escalation handling

Operations controls internal systems but is dependent on carrier timelines.

4. Pre-Migration Discovery & Data Collection

Before any provisioning begins, the following must be collected:

Customer Information

Business name
Site address
Primary contact
Cutover window preference

Existing Telstra DOT Environment

List of active numbers
Porting scope
Existing handset inventory
MAC address and serial number of each handset
Extension/user mapping

Network Readiness

LAN architecture confirmation
VLAN/QoS readiness (if applicable)
Internet service details
Firewall access requirements

Partners confirm network readiness.

5. Yeastar PBX Provisioning

Operations performs:

Creation of customer tenancy
Extension configuration
User assignment
Feature configuration
Routing setup
Handset association via MAC address

Each handset is pre-associated in Yeastar before cutover.

6. Yealink Handset Migration (Telstra DOT Devices)

Compatibility

Telstra DOT Yealink handsets can be migrated using a factory reset onboarding model.

After reset, devices can register to the Yeastar PBX when:

MAC is preconfigured in Yeastar
Provisioning server is reachable

Handset Reset Procedure (Customer/Partner Action)

End user performs:

Power on handset
Press and hold OK button for ~10 seconds
Confirm factory reset when prompted
Device reboots
Phone auto-connects to provisioning server
Extension configuration downloads automatically

No manual configuration required post-reset.

Partners coordinate handset reset timing during cutover.

7. Number Porting Workflow

Operations submits port requests to carrier.

Requirements:

Signed port authority form
Matching service records
Verified number list
Correct account details

Porting timelines are carrier controlled.

Incorrect data results in rejection and resubmission.

8. NBN / Internet Provisioning

Responsibility Split

Partners are responsible for:

Router/switch/CPE configuration
Onsite network setup
Installation readiness

CommsChannel handles:

NBN order submission
Carrier coordination
Service activation scheduling

Important Notes

Partners must provide:

Accurate service address
Site access details
Installation contact

Incorrect information delays provisioning.

9. Migration Execution Workflow

Phase 1 – Order Intake

Partner → Account Manager → Operations

Validation checkpoints enforced.

Phase 2 – Internal Build

Operations:

Builds PBX
Configures extensions
Maps handsets
Prepares provisioning

Phase 3 – Carrier Submission

Operations submits:

Porting orders
NBN orders

Carrier timelines begin.

Phase 4 – Cutover Preparation

Confirm port date
Schedule migration window
Verify network readiness
Confirm handset availability

Phase 5 – Migration Day

Execute port cutover
Reset handsets
Verify registration
Test inbound/outbound calls
Confirm PBX functionality

Phase 6 – Post Migration Validation

Service testing
Customer confirmation
Closeout documentation

10. Validation Gates

Orders cannot proceed unless:

All required forms complete
Technical data verified
Network readiness confirmed
Handset inventory documented

Operations may return incomplete orders.

11. Carrier Dependency Management

Telstra/NBN provisioning is external.

Key realities:

Timelines are not guaranteed
Rejections reset queues
Accuracy prevents delays

Clear expectation management is required.

12. Common Failure Points

Frequent delay causes:

Incorrect porting data
Missing handset MAC details
Handset incompatiablity
Incomplete network readiness
Invalid service addresses
Late customer availability

Preventative validation is critical.

13. Escalation Model

If issues occur:

Operations → Account Manager → Partner → Customer

Communication follows formal channels.

14. Operational Best Practices

Use standardized checklists
Validate all data early
Confirm network readiness twice
Document everything
Schedule buffer time around ports
Maintain proactive communication

15. End-to-End Summary

Successful Telstra DOT migrations depend on:

Complete data collection
Clear responsibility ownership
Strong validation gates
Accurate carrier submissions
Coordinated execution

Each team must perform its role precisely to avoid delays.