Setup Templates

What Is a Setup Template?

A setup template (also called an installation template) is a reusable workflow that describes how you deliver a service. When applied to a folder, it creates an installation: a task list organised in phases, assigned to the right people, that guides your team from order entry to service activation.

Common use cases:

• Installing an IP-PBX (order validation, hardware order, on-site deployment, training, satisfaction follow-up)
• Opening a fibre access (carrier order, router delivery, activation)
• Adding handsets or options to an existing solution
• Terminating a contract (termination letter, outgoing number porting, hardware recovery, final billing)

Where to find them:

Good to know: pages and sections tagged Oryn describe features only available in the new Oryn application. Everything else works in both applications. See BlueRockTEL Classic and Oryn.

Structure: Template, Phases and Tasks

A setup template has three levels:

• The template describes the type of installation (name, estimated duration, category, checklist, options).
• Phases are the main steps of the process (e.g. "Order validation", "Hardware order", "Deployment", "Satisfaction follow-up"). A phase can be set to unlock only after another phase is complete, with an optional delay in days.
• Tasks are the concrete actions within a phase. Each task is assigned to a domain, i.e. a role on the folder:

When the installation is created, each task is automatically assigned to the person holding that role on the folder. If nobody holds the role, the task stays unassigned until a team member picks it up.

The Three Classification Levels

Three reference lists classify your installations. They serve different purposes: telling them apart is the key to effective tracking and reliable statistics.

Installation Category

The installation category groups templates of the same family: "3CX deployment", "Fibre deployment", "Training", "Upgrade / Add-on"… It is set on the template.

Each category has a deployment delay in days: the time usually needed to deliver this kind of installation. This delay is the reference for every lateness measure:

• in the delivery statistics, an installation is late when it exceeds its category's delay;
• on the status board, the age of each installation is compared to this delay.

In Oryn, each category also has a colour, used for the category tag on the status board cards.

Menu: Settings → Management → Installation → Categories (Oryn).

Important: an installation whose template has no category does not appear in any delivery statistic.

Phase Type

The phase type tells which step of the process a phase corresponds to: Validation, Pre-installation, Configuration, Deployment, Post-installation, Satisfaction, Training, Billing… It is set on each phase of the template and copied to the installation when it is created.

Each phase type has a system type that triggers automatic behaviours. The most important one is Deployment:

• an installation has a deployment phase when at least one of its phases is of type Deployment;
• it is deployed once every task of its Deployment-type phases is complete. The date of the last completed task becomes its deployment date;
• only installations with a Deployment-type phase are included in delivery statistics.

If a template phase has no type, the platform guesses one from its name ("Order validation" → Validation, "Hardware order" → Pre-installation, "Satisfaction follow-up" → Satisfaction…) and otherwise falls back to Deployment. It is therefore better to choose the type explicitly.

Menu: Settings → Management → Installation → Phase types (Oryn).

Phase Types on the Status Board

In Oryn, each phase type is also a column of the status board: an installation sits in the column of its current phase's type (the first phase that still has an open task). It therefore moves forward by itself as tasks are completed.

On each phase type you set:

• the displayed name (freely editable, the system type does not change);
• the column colour;
• the column order, by drag and drop in the list;
• the active state: an inactive type is no longer offered on templates, no longer guessed automatically and no longer shown as a column. The installations concerned move to the "Other" column.

Task Category

The task category describes the kind of work: "On-site installation", "Remote configuration", "Training"… It is set on each task of the template and is used to:

• colour tasks in the installation planning;
• filter the planning to show only one kind of work.

Menu: Settings → Management → Installation → Task categories (Oryn).

Task Duration

Each template task can have an estimated duration, in hours or days. It feeds the planning to show each team member's workload:

• a task in hours takes that number of hours on its due date (e.g. 2 h of configuration);
• a task in days blocks the assignee's whole day, over as many working days as needed (e.g. 1.5 days = one full day then half a day);
• a task without a duration counts as 30 minutes.

Task Activation Rules

Not all tasks of an installation need to start at once. Each task can have an activation rule:

• Immediate: the task is assigned and due as soon as the installation is created
• After a phase is complete: the task unlocks once a designated phase is complete
• After a task is complete: the task unlocks once a previous task is complete, with an optional delay in days
• Blocking: the task must be complete before the next task is activated

This models real dependencies: a technician cannot configure hardware before it is delivered; a number cannot be ported before the carrier confirms the order. Each task's due date follows from these rules, and it is what identifies late tasks.

Email and SMS Notifications on Task Completion

Any task, whatever its domain, can automatically send an email and/or an SMS when it is marked complete.

The notification uses an email template or SMS template created beforehand. These templates define:

• the message content (with variables: customer, folder, organisation…);
• the recipients, chosen among the folder's internal roles (sales rep, sales admin, technician, technical manager, manager) and customer contacts (billing, technical, legal representative, collection);
• optionally, a confirmation request: the assignee approves the notification before it is sent.

Examples:

• send a confirmation to the billing contact as soon as the carrier order is validated;
• text the technical contact about the upcoming visit;
• send a welcome message to the customer when the service is activated.

Pre-Billing Tasks

A task can be flagged pre-billing. While an installation has incomplete pre-billing tasks, the folder is excluded from the billing run. This prevents billing a service that has not been activated yet.

Creating a Setup Template

1. Open the template list (see the menu above) and click Create.
2. Fill in:
   • Name: an explicit label (e.g. "3CX: new installation with number porting");
   • Estimated duration in days;
   • Installation category: essential for statistics;
   • Checklist (optional): checks the user must validate before launching the installation;
   • Termination: tick it on termination templates, which are then excluded from delivery tracking;
   • Promote to customer: if ticked, the prospect automatically becomes a customer.
3. Save, then add the phases with their phase type and activation rules.
4. In each phase, add the tasks: title, instructions, domain, task category, duration, activation rules, and an email or SMS template if needed.

Launching an Installation on a Folder

Manual launch: from the folder, choose a setup template and confirm. If the template has a checklist, the user must review it and tick Checklist validated before continuing. The installation is created immediately with all its phases and tasks.

Auto-launch: in a folder template, you can designate a setup template that launches automatically whenever a folder is created from that folder template.

To follow running installations, see Installation Tracking.

Setting Up Your Templates Right from the Start

The status board, the planning and the delivery statistics are computed only from the template configuration. A few minutes of rigour when creating a template saves months of wrong figures. Here is the checklist for every template:

1. An installation category on every template, with a realistic delay. Without a category, the installation is invisible in delivery statistics. A delay too short makes everything "late"; a delay too long flags nothing.
2. A type on every phase. This is what puts the installation in the right status board column. Do not rely on automatic detection from the name.
3. At least one Deployment-type phase holding the actual delivery tasks. Without it, the installation is never considered deployed and is not included in statistics.
4. Separate phases for what happens after delivery (satisfaction follow-up, training, billing), with their own type. If you put them in the deployment phase, the deployment date is pushed back accordingly and your average delays are skewed.
5. The right domain on every task. Per-technician statistics count tasks and installations per assignee: a wrongly assigned task skews the wrong person's figures.
6. Realistic activation rules. They set the due dates, hence the number of late tasks.
7. A duration and a category on field tasks, so the planning reflects the team's real workload. (Oryn)
8. The Termination box on termination templates, so customer departures are not mixed with deliveries.
9. The same phase names across templates for the same step (e.g. always "Order validation"). Lists and reports stay readable and comparable.

Example: "3CX: new installation with number porting" template

• Installation category: 3CX deployment (30-day delay)
• Phase "Order validation", type Validation: purchase order check (Sales admin)
• Phase "Hardware, trunk and licence order", type Pre-installation: supplier orders (Sales admin), one pre-billing task
• Phase "Deployment", type Deployment: PBX configuration (Technician, 3 h, category "Configuration"), on-site installation (Technician, 1 day, category "On-site visit"), number porting (Sales admin)
• Phase "Satisfaction follow-up", type Satisfaction: satisfaction call at D+15 (Sales), with an email to the customer when the task is completed

Result: the installation moves through the Validation, Pre-installation and Deployment columns of the status board; it counts as deployed as soon as the last task of the Deployment phase is done, without waiting for the satisfaction call; its field visits appear in the technician's planning with their duration.