Objective
This article outlines the end-to-end process for coordinating a POTS hardware installation, from project assignment and requirements gathering through equipment shipment, technician scheduling, installation, validation, and ticket closure.
User Context
-
I need to create a ticket for POTS-related issues
Procedure
Gather Information for Zendesk Ticket
The PM will gather scope details during the project launch call. Complete the template below, then copy and paste the information into the Zendesk ticket for the next step.
TIP: Send your customer the Firewall Rules – POTS document as slightly different from the Crexendo Firewall Guide
Template for Zendesk Ticket
- POC Name:
- POC Number:
- POC Email:
- PM Name:
- PM Number:
- PM Email:
- How many lines are needed? (ensure it matches your contract)
- IMPORTANT: If more than 1 line, are they both in the same building? If not, it will require multiple POTS kits
- How many POTS in a Box Kits are needed?
- Line type (fire, alarm, elevator Panel or button, or analog phone, etc.)?
- Where does the line terminate in the building (e.g., Telco closet, somewhere else?)
- Complete ship-to address:
- Complete contact information: Full Name, Email, Phone?
- Customer Emergency Contact: Name, Email, Phone
- Customer's Emergency Address: (Building address the device will be installed):
- Requested install date (Approximate date or Requested Port date) Please allow minimum of 2-3 weeks out.
- Domain:
- SMS Notifications (Yes or No):
- If yes, please provide SMS number:
- Are we porting numbers for these services (Yes or No)?
(Recommend using new to avoid porting conflicts) - If Porting list all the numbers porting that will be used on the POTS Replacement
- If requesting new numbers, Allegiant tech orders them with TelCloud.
- Where do the line(s) ring to? (example, elevator button/phone, where does it call if pressed or do they need to dial a number)
- Is there internet where the box will be connected (internet must be available)?
- Is there cellular available (can you use cell phones in this area with good reception)? If not, you may need to mount the box or router somewhere else.
- Any special instructions for installation or special access requirements?
NOTE: When there are multi-site installs, the PM may use the attached spreadsheet to document each site and supply the tracking on the Summary page in lieu of pasting in the single template.
There are formulas on the summary page that will pull from each tab. You must share the document and paste the link in Zendesk, so the dispatcher and Allegiant technician can view updates in real time. You may use the summary page for your shipping if all is complete.
You can view the POTS worksheet by clicking on the link.
Create and Configure the Zendesk Ticket
- Go to your deal link and trigger shipping, then create a new ticket in Zendesk
- Use this format for the subject line: POTS INSTALL / CUSTOMER NAME
- The Requester field must be the customer contact.
- Click Apply Macro at the bottom and choose ALLEG-Escalate to Allegiant. This will be assigned to the correct form, agent, and tags.
NOTE: Due to lack of permissions, only fully licensed agents will be able to successfully trigger the integration. This will not function correctly from a light agent.
IMPORTANT: Organization Required!
The end user on the ticket must be a member of an organization inside Zendesk. Make sure the requestor is a part of an organization before syncing.
You will see these fields automatically populate; do not make changes.
- Proceed to fill out the fields on the left side as always:
- Followers: Make sure to add Robert, Karoline, and yourself as a follower to get notified via email.
- Account Name
- Phone
- Classifications: POTS in box
- Product type: VIP
-
VIP Domain/License (if applicable).
- In the body of the ticket, BELOW “This ticket has been escalated to the KC team”, paste in your deal link. You should have already triggered shipping.
- Add the note below
“Robert, please order and ship equipment. Allegiant, please request a field technician for install.”
- Paste the above template, with the information filled in from PLC, into the body of the ticket or attach the spreadsheet and link for a multi-site install.
- Submit as open.
- Return to the ticket and verify that the fields in the lower-left section have been populated.
- If they are not, wait a few seconds and refresh the page. Once the integration completes, it will automatically apply the appropriate tags, populate the linked Allegiant Ticket number, and copy the entered field values into the ticket comments for synchronization with the Allegiant ticket.
- If they are not, wait a few seconds and refresh the page. Once the integration completes, it will automatically apply the appropriate tags, populate the linked Allegiant Ticket number, and copy the entered field values into the ticket comments for synchronization with the Allegiant ticket.
NOTE: If you need to assign this ticket to another agent or group, you can change the Assignee after the initial sync.
Monitor for Updates
You will see many internal updates from the API User. Most you can ignore, as they are for Allegiant staff only.
But here are things to watch for:
The shipping department will update the ticket once the POTS kit is ready and shipped. This process can take 1.5 to 2 weeks. Shipping information will look something like this:
- 874850178055 (FedEx)
- Router - RF3022508529639
- IMEI – 2025090100898
- Sim – 89148000012153220641
You may update your customer that the equipment is on its way.
Ordering for a Field Technician
- Once Robert updates your equipment and you have a due date for delivery, you can then request that Allegiant to schedule a technician. Allow two weeks out if possible.
- Add this template to the notes
“Allegiant, please schedule installation technician for month/day/year at time/am or pm and time zone.”
IMPORTANT: Make sure your date is as firm as possible. Changing the date once a technician is scheduled incurs a cost to Crexendo.
- Allegiant will update the ticket with the assigned technician on the Allegiant side.
EXAMPLE: LSylvester is Lucas Sylvester.
- Allegiant will update the ticket with the assigned Field Nation technician for an on-site visit.
- Any updates, reschedules, or changes that you need to communicate, add them to the Zendesk ticket and select Submit as Open.
Close Ticket on the Day of Installation
- Allegiant Technician will work directly with the Field Nation technician on the day of installation.
- Allegiant Technician will update all notes in Zendesk.
- Once complete, you can then close the Zendesk ticket.
Stop the Integration
If a ticket no longer needs to sync between Zendesk and ConnectWise (e.g., the issue is resolved on one side but the ticket needs to remain open on the other, or the ticket was linked in error), apply the [CX-Stop Integration] macro.
This will halt all integration actions on the ticket — comments, attachments, and status changes will no longer sync bi-directionally between the two systems.
IMPORTANT: Stopping the integration is not permanent. If you need to resume syncing later, apply the [CX-Escalate to Allegiant] macro again, and the ticket will resync.
NOTE: You must submit the comment to trigger the macro. Unlike the other integration actions, this will not generate a synced comment. Instead, you'll notice it working when the [escalation_allegiant_disabled] tag is applied to the ticket, and an internal comment is added for you to submit confirming the integration has been disabled.
Related Information
POTS in a box kit will CONVERT an analog signal into SIP so it can communicate with VIP. Our technology replaces all analog business lines, including but not limited to:
- Fire Alarms
- Security Alarms
- 911 Lines
- Elevators
- Remote Access Modems
- Credit Card Machines
- Security Gates
- Point of Sale Terminals
- Out-of-Band Management Systems
- Legacy PBX Systems
- Panic Buttons, and more.
Who We Work With
| TelCloud | Our POTS partner and hardware provider |
|---|---|
| IT Nation Contractors | Our POTS installer |
POTS installs will always show up on the signed agreement as a line item like this: Hardware lines items above – installation services line item below
IMPORTANT: It is important that the line item matches what you are installing, as it determines the correct equipment to be ordered.
E.g., You are installing an alarm; we cannot use a line item for fire alarm, or the wrong equipment will ship!
Each POTS kit contains the following hardware and will come with a cellular SIM card (Verizon, ATT, T-Mobile) for backup connectivity in the event of network disruption:
| Enclosure |
|
|---|---|
| Router |
|
| ATAs (2,4,8 Ports) |
|
| Battery |
|
| RJ21X |
|
| Power Cycle | Remote Reboot Device Supports 2 Channels (CH1: Router, CH2: ATA) |
Escalation Information
If you have any questions or concerns, contact Karoline Jewell
Change Log
| Date | Description |
|---|---|
| Aug 4, 2026 | Article creation. |