Technical Documentation for Telephony Server, which provides the communication solutions to business enterprises.

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Company Profile

The company provides communication solutions and services to multi-sized businesses. There are numerous communication solutions provided by the company that caters to the needs of different businesses from small, medium, and large sized companies.

Business Situation

The business requirement of the client was to develop a plan to design the technical content and provide its users with a documentation, which helps and guides them to understand the software and use all its features. The documents associated with the software are as follows:

• Admin Guide
• User Manual
• Quick Reference Guide
• Wiki (Online versions of Admin Guide and User Manual)

Documentation was required for Telephony Server that was intended to provide the communication solutions to business enterprises. The Telephony Server could be set as either a complete IP-PBX system or simply as a gateway to manage VoIP or PSTN (digital/analog) lines. Apart from this, the system provides world-class management GUI interface for managing the server and configuring users, extensions, and call features.

Solution

Q3 developed a plan to manage the documentation for the product from inception to completion. At the initiation level, Q3 deployed domain experts with profound documentation skills. Q3 constituted a Client Documentation team to prepare the documentation of the software, as requested by the client. Effective technical training on product features and functionalities were imparted internally to the team. Client requirements were mapped into well designed formats and designs for providing best views on PDF documents and web files.

A strategy was devised to design and create help manuals using advanced tools such as Madcap Flare. Easy to follow steps for the client software were designed in a way that even novice users could easily follow and master them. Feedback and suggestions given by the client were incorporated on a regular basis. Daily reviews by peers were managed to get the quality standards on the technical content. User friendly documents helped the client cover a large category of users as the software could be used easily by referring the manuals.

Q3 accomplished in providing the following documentation for its client

• Admin Guide: This guide is intended for the administrators who are responsible for installing, setup, and maintaining the Telephony Server. This guide explains the procedures for the setup and maintains the server after its installation.
• User Manual: This is a task orientated guide intending to assist the user in configuring various services and features on the server.
• Quick Reference Guide: Refers to a quick reference of a detailed process regarding some selected topics. The steps to perform any action in the software are depicted with help of screenshots and callouts.
• Wiki – (Admin Guide and User Manual): The online help was created using Madcap Flare that assists in creating different kinds of online help such as Web Help, HTML Help, and DotNet Help.

Benefits

• Increased user base for client. Provided best of industry norms in technical content writing and documentation.
• Compliance to the guidelines laid by client.
• Q3’s technical writing and documentation processes and practices have provided dedicated effort in managing cost effective solutions and have improved usability of the product two-fold.