RingCentral VoIP Deployment Standard Operating Procedure

Purpose

This document establishes RingCentral as the standardized VoIP solution for all Thrive Pet Healthcare hospitals. It provides a comprehensive framework for the configuration, deployment, and adoption of VoIP systems across all existing and future hospitals requiring a new phone system or transitioning from a legacy system. The goal is to ensure consistency, operational efficiency, and enhanced communication capabilities across Thrive hospitals. 

This process is in place and designed to scale with Thrive’s growth and serve as the definitive guide for VoIP deployments, ensuring every hospital's unique operational needs are met while maintaining company-wide standardization. 

Scope

This SOP applies to: 

1. Migrating existing hospitals to RingCentral. 

2. Setting up VoIP for new hospital openings. 

3. Expanding phone systems at current hospitals.

Objectives

•  Standardization: Ensure all hospitals use a consistent phone system structure for internal and external communication. 

• Scalability: Provide a clear and repeatable process for current and future deployments. 

• Usability: Offer intuitive configurations for hospital staff to improve operational efficiency. 

• Interconnectivity: Facilitate seamless communication across hospitals within the Thrive network. 

Pre-Deployment Steps

Initial Survey and Planning

1. Send a survey to Practice Managers (PMs). 

2. Review the survey and send the call flow template. 

3. Receive the completed call flow and review it. 

Infrastructure Assessment

1. Meraki Full Stack: Verify that the hospital’s network includes a complete Meraki solution: 

   • Firewall: Ensure proper configuration for VoIP traffic prioritization.

   • PoE Switches: Confirm the availability and power capacity to support: 

     • All requested phones. 

     • Existing PoE devices (APs, cameras, etc.). 

2. Calculate the total power demand by summing the power requirements of all connected devices. 

3. Determine whether the hospital’s internet speed is sufficient using the following formula.

   1. Formula: Minimum Bandwidth (Mbps) = (Number of Phones × 0.1) + Current Bandwidth Usage. 

   2. Each phone requires 0.1 Mbps per simultaneous call. 

   3. Add the hospital’s existing bandwidth usage for non-VoIP activities to avoid bottlenecks. 

Example: 

Number of Phones: 20 | Current Bandwidth Requirements: 50 Mbps = Minimum Bandwidth (Mbps) = (20×0.1) + 50 = 52Mbps. 

4. Check Cable Runs and Port Availability

5. Ensure there are enough Ethernet ports for phones and other devices. 

Configuration Steps 

Cost Center Setup 

Create a cost center in RingCentral matching the hospital’s Workday ID. 

Site and User Setup 

1. Create the RingCentral site. 

2. Configure E911 location. 

3. Add users and assign phones based on the provided list. 

Call Flow and Features 

1. Configure call queues and auto attendant based on the call flow

   • Live Answer or Auto Attendant for business hours. 

   • Voicemail or Auto Attendant for after-hours. 

2. Set up additional features as needed

   • Paging, Push-to-Talk, Call Parks, and Texting. 

Device Setup and Porting 

1. Device Configuration and Shipping

   • Configure devices and ship them to the hospital. 

2. Porting

   • Submit a porting request and track the order number. 

   • Confirm Firm Order Commitment (FOC) date. 

   • Verify number porting completion. 

Post-Deployment Tasks 

1. Integrate with Vetspire (if applicable). 

2. Track devices for inventory purposes. 

3. Ensure the old service is canceled. 

Best Practice:

Avoid RingCentral’s text-to-speech tool. 

Use professional recordings for voicemail, IVR, and announcements.

 Checklist Summary

1. Pre-deployment: Survey, call flow, infrastructure review. 

2. Configuration: Cost center, site creation, E911, user setup, call flow. 

3. Device Setup and Porting: Configure and ship devices and handle porting. 

4. Post-Deployment: Vetspire integration, device tracking, cancel old service. 

By following these steps, the VoIP deployment process will remain streamlined and consistent across all hospitals.