Welcome to Jive!

Thank you for choosing Jive Communications as your service provider! We’ve designed this page to guide you through the onboarding process, giving you the resources you’ll need to complete your onboarding with confidence.

If you need assistance, please reach out to your Project Manager. They’re committed to making your onboarding experience as smooth as possible.

Getting Started

Before we dive into the details, let’s review the onboarding checklist.

Paperwork orientation with Project Manager
Customer training (Setup, PBX, Provisioning)
Equipment received
Work with your Jive Engineer to configure the network
Number porting process completed
Internal testing
Go-Live with Jive!

Number Requests

Number porting is the process by which Jive acquires your current numbers, and it may take up to 30 days. Your Project Manager will contact you to begin this process and keep you updated as it moves along.

If you only need new numbers, you can skip this section and fill out the New Number Request form instead.

Provide a Copy of Bill (COB)
You’ll need to get a current and complete bill copy from your service provider, dated within the last 30 days. This step is critical to submitting a port request.
Information that should appear on the bill:

Company name Company address Billing telephone number Telephone numbers that will be ported to Jive Account holder's name, if different from the company name Visual checklist

In the event that the bill copy is insufficient, we will request a Customer Service Record (CSR). This document shows how your phone records appear in your current carrier’s database, and your carrier is required by law to provide it. We will do everything we can to assist in making this process a seamless one.
Complete and submit Port Request Form
Your port request form will depend on the number of DIDs (phone numbers) that you request. If you need 5 numbers or fewer, then click here to find the Local Port Request. If you’re asking for 6 numbers or more, then you’ll need to complete an Itemized Number Port Request instead.
Once the port request has been reviewed by your Project Manager, then they’ll take care of the rest.

Here are a few items to keep in mind while completing your port request:
Your service address - This is the address where your phone will ring, and it may or may not be the same as your billing address. Company name - The name as it appears with your current service provider.
Your main billing number (BTN) - This number can be found on your phone bill.
Phone numbers - A list of the phone numbers you will be porting.
Customer name - This is the person who is authorized to make changes to the account with your current provider.

Tip: The information on your port request form must exactly mirror the information held by your current carrier, or it may be rejected. Compare this form with a current bill or the CSR to ensure accuracy.
Complete and submit LOA form (for 6+ numbers only)
A Letter of Authorization form (LOA) gives Jive formal permission to request numbers from your current phone carrier. It does not, however, guarantee that your carrier will release the numbers, and you will need to submit a bill copy with it.
Let Jive handle the rest
After you submit these forms, you’ll need to wait for confirmation that they’ve been approved. Our Fulfillment specialists will touch base with your Project Manager, and will give an expected completion date for the port (typically 10-14 days once approved). If you have any questions, feel free to reach out to your Project Manager.

Network Readiness

Because Jive works through the cloud, all you need is a high speed internet connection, business-grade router, phones that can run VoIP, and phone cables. Your Project Manager will assign a Jive Engineer to help you configure your system.
Internet connection
All Jive hosted services require one or more broadband Internet connections to function. Each call on Jive requires roughly 100 kbp/s of synchronous bandwidth (upload and download), so if your company normally deals with 5 concurrent calls at any moment, you’ll need 500 kbps of bandwidth just for voice traffic.
System requirements
There are a few minimum system requirements for Jive service, including Jive Web, Jive Mobile, digital lines, and Fax. You can see the details for these requirements here.
Routers
You’ll need an enterprise-grade router that provides common networking protocols like DHCP, NAT, DNS, and QoS. Find a complete list of both recommended and non-compatible routers here.
Getting help
Service disruptions are rare, but if you experience an outage you can get real-time information from our status site. This will keep you updated as our technicians work to address outstanding issues.

Need to talk with a Jive Engineer today? Go ahead and send an email to engineering@jive.com.

Customer Training

Our goal is to help you become proficient in operating your system according to your company’s needs. This means that your Project Manager will schedule a training session for your company. To prepare you for this training session, we’ve included some of the major training checkpoints below.
Preparing your handsets
All Jive handsets come pre-programmed, but you will need to specify the extension number and the person who should be assigned to that handset - otherwise your phones will arrive with generic assignments. Your Project Manager will help you with this step. If you have 6 or more users, you will need to fill out a User Worksheet and get it back to your Project Manager within 72 hours. This step will allow us to pre-provision the phones as soon as they are ordered.
Setting up your Jive Web portal
Jive Web is what allows you to access and manage your Jive system. Your Project Manager will schedule a training session to go over Jive Web with a certified trainer. Some of the most important things that your trainer will cover include:
- System Features: Dial Plan Editor, Schedule-based routing, Auto attendants
- End User Features: Voicemail, Find Me/Follow Me, Fax settings
Creating your Dial Plan
You’ll also need to fill out a Number Routing (PBX) Worksheet, which will walk you through the process of setting up your Dial Plan. Your trainer will give you this form and let you know what you need to complete.

Your Jive Solution

If you’ve completed all the previous steps before Go-Live day, then congratulations: you should be in good shape! However, there are a few final things to note about Go-Live day.

What to expect on Go-Live day
Your Project Manager will aim to get everything set in place before Go-Live day, including internal testing to make sure that your extensions work. They will recommend that you keep both the old and new phones plugged-in at your desk until the moment your numbers port. That way you can still receive external calls on Go-Live day, and you’ll simply unplug the old ones when porting occurs.
Routing your numbers
You’ll need to make sure your numbers are routed before Go-Live day occurs, whether that involves routing them directly or using a Dial Plan. If this step is not completed prior to the port date, your phones will not work properly. Remember that you can easily change number routing later if you change your mind!

Resources

Jive on Youtube
Here you can access the “Tip of the Week” archive for helpful hints. You can also find Admin and User tutorials, Dial Plan tutorials, and general phone how-tos.
Webinars
Attend one of our monthly webinars to learn how to get the most out of Jive. Be sure to invite all your users too! Register now
Jive Knowledgebase
We maintain a thorough knowledgebase with how-to articles and step-by-step tutorials geared toward both the basic user and the system administrator. Search the knowledgebase here.