Frequently Asked Questions
Answers to the most common questions about working with CTPros — from how engagements work to what happens after go-live.
Answers to the most common questions about working with CTPros — from how engagements work to what happens after go-live.
ANCHOR LINKS: General | CloudCare | Implementation & Onboarding | Vendors & Platform | Migrations | Pricing & Contracts
What does CTPros do?
CTPros implements and supports enterprise cloud communications systems — UCaaS, CCaaS, IVR, AI automation, and cloud migrations. The engagement starts with pre-sales scoping to understand the client's environment, moves through direct implementation by CTPros engineers, and continues with ongoing support through CloudCare after go-live. One team owns the full relationship.
Who does CTPros typically work with?
Mid-market and enterprise organizations that depend on their communications infrastructure — contact centers, healthcare systems, manufacturers, professional sports organizations, government agencies, financial institutions, and legal firms. If the phone system going down has real business consequences, CTPros is built for that environment.
How is CTPros different from going directly to a vendor like RingCentral or Zoom?
Vendors implement their own platform — they're not positioned to assess whether it's the right fit, configure it to the client's specific environment, or stay engaged after go-live. CTPros is vendor-neutral, performs implementations directly, and stays accountable for the outcome long after the vendor's delivery team has moved on. The same team that scoped the environment is the team that supports it.
Is CTPros vendor-neutral?
Yes. CTPros is certified across every platform in its portfolio — RingCentral, Zoom, Dialpad, NICE, Talkdesk, 8x8, Avaya, Mitel/ShoreTel, and others. Recommendations are based on what fits the client's environment, integration requirements, and budget — informed by Gartner Magic Quadrant research and years of cross-platform experience, not by which vendor offers the best referral arrangement.
Where is CTPros based?
CTPros operates from offices in Crystal Lake, Illinois and Waukesha, Wisconsin. The full team is 100% U.S.-based and supports clients across the country.
How do I get started?
Reach out through the contact form or call directly. CTPros starts every engagement with a scoping conversation — understanding the current environment and goals before recommending anything. There's no pitch on the first call.
What is CloudCare?
CloudCare is CTPros' ongoing support program for clients after implementation. It covers adds/moves/changes, call flow programming updates, break/fix resolution, vendor management, and 24-hour mission-critical availability. Most CTPros clients add CloudCare to their engagement because vendor support disappears after go-live — CloudCare stays.
What's included in a CloudCare agreement?
CloudCare covers the day-to-day changes and issues that come up after a system is live — user additions and removals, call flow updates, IVR modifications, break/fix resolution, direct vendor escalation when needed, and 24-hour availability for mission-critical issues. Every CloudCare agreement is custom to the client's environment and usage.
Is CloudCare available for any vendor platform?
Yes. CloudCare is available for every platform CTPros implements — RingCentral, Zoom, Dialpad, NICE, Talkdesk, 8x8, Avaya, Mitel/ShoreTel, and others. The program isn't tied to a specific vendor.
How do I reach CloudCare support?
Through the CloudCare support portal or directly by phone. For mission-critical issues, CTPros provides around-the-clock availability — not a ticket queue that gets reviewed the next morning.
What's the difference between CloudCare and standard vendor support?
Vendor support teams are trained on the platform, not on how the client's specific environment works. CloudCare engineers have installed and configured the system — they understand the business context behind every issue, which means faster and more accurate resolution. CloudCare also provides proactive optimization, not just reactive break/fix.
Can I add CloudCare after my implementation is complete?
Yes. CloudCare can be added at any point — immediately after go-live or later when the need for ongoing expert support becomes clear. Most clients add it during the engagement, but it's available as a standalone add-on at any time.
What does 24-hour mission-critical availability mean in practice?
It means that when something goes wrong at 11pm on a Sunday — a contact center goes down, a critical call flow stops routing — there's someone at CTPros to call who can act immediately. Not a ticket that gets reviewed Monday morning.
What does a typical CTPros engagement look like?
Every engagement starts with a pre-sales scoping process — mapping the existing environment, understanding integration requirements, and identifying what the implementation needs to account for before any work begins. From there, CTPros performs the implementation directly with a dedicated project manager overseeing every dependency. After go-live, CTPros stays through hypercare before transitioning into ongoing CloudCare support for clients who want continued expert assistance.
What happens during the pre-sales scoping phase?
CTPros maps the client's current environment — existing systems, carrier relationships, call volume patterns, integration requirements, and compliance considerations — before recommending anything. This process is what makes the implementation go right. It's also why CTPros doesn't walk into a first meeting with a product recommendation already in hand.
How long does implementation take?
It depends on the scope — the number of users, locations, integrations, and porting complexity. CTPros establishes a realistic timeline during pre-sales scoping so clients know what to expect before the engagement begins. Most UCaaS implementations run four to eight weeks; complex multi-site or contact center deployments take longer.
What do we need to provide to get started?
The scoping process is where CTPros gathers what it needs — existing system documentation, carrier information, call volume data, and integration requirements. Most clients don't need to prepare anything specific before the first conversation.
Who manages the project on CTPros' side?
Every engagement includes a dedicated project manager who owns the timeline, coordinates between all parties, and keeps the client informed throughout. The same team that scoped the environment is the team that implements it.
What happens after go-live?
CTPros stays through a hypercare period immediately after go-live — monitoring performance, resolving issues as they surface, and ensuring the team has support while they settle into the new environment. For ongoing support beyond hypercare, CloudCare is available as a continuous add-on.
What is hypercare and how long does it last?
Hypercare is the period of heightened monitoring and support immediately following go-live — when most issues surface and fast resolution matters most. The length varies by engagement complexity, but CTPros doesn't close out the hypercare period until the environment is stable.
Which platforms does CTPros implement and support?
RingCentral, Zoom, Dialpad, NICE Cognigy, NICE CX1, AudioCodes, Microsoft, Talkdesk, 8x8, Avaya, and Mitel/ShoreTel. For a full breakdown of what CTPros does with each platform, see the Vendors page.
How does CTPros decide which vendor to recommend?
Based on the client's environment, integration requirements, compliance needs, and long-term goals — not on which vendor offers the best referral arrangement. CTPros is certified across every platform in the portfolio and uses Gartner Magic Quadrant research to inform recommendations. If a platform isn't the right fit, CTPros will say so.
What does it mean to be a RingCentral Diamond Delivery Partner?
Diamond Delivery Partner is RingCentral's highest implementation designation — reflecting implementation volume, client satisfaction, and technical certification depth. CTPros is also a RingCentral Expert Services Desk Partner. It's the only partner globally certified at both levels simultaneously.
Do you work with clients who have already chosen a platform?
Yes. CTPros works with clients at any stage — including those who have already selected a vendor. The pre-sales scoping process adapts to the starting point, whether that's platform evaluation, a platform already selected, or a system already deployed that needs better support.
Can CTPros help if we're unhappy with our current vendor or support partner?
Yes. CTPros regularly takes over support for clients who are dissatisfied with their current partner's responsiveness or expertise. For Mitel/ShoreTel clients specifically, the Change of Partner process enables a clean transition to CTPros as the new support partner without disrupting the existing system.
What is a Change of Partner and how does it work?
A Change of Partner is a formal process through which a Mitel/ShoreTel client transfers their support relationship from their current partner to CTPros. CTPros facilitates the process — it's straightforward and doesn't require replacing or reconfiguring the existing system. The transition is typically quick and creates no support gap.
We're currently on Mitel/ShoreTel — what are our options?
Mitel has reached end-of-life — licensing support ended December 2025, and full platform EoL arrives December 2029. The options are: continue running the existing system with CTPros support through the EoL window, or migrate to a modern cloud platform. CTPros starts every Mitel engagement with a PBX audit to understand the current environment before recommending a path. See the Mitel/ShoreTel vendor page for more detail on the EoL timeline and migration options.
How does a cloud migration work?
CTPros manages the full migration — starting with an environment assessment that maps the existing system, carrier relationships, and integration dependencies. From there comes platform selection (if needed), configuration, porting and number management, integration rebuilds, and a structured cutover that protects continuity. After go-live, CTPros stays through hypercare until the environment is stable.
How long does a migration take?
Timeline depends on environment complexity — number of users, locations, integrations, and porting. CTPros establishes a realistic timeline during the pre-sales assessment. Most straightforward migrations run six to twelve weeks; complex multi-site or contact center migrations take longer.
What happens to our data and phone numbers during a migration?
Number porting is managed end to end by CTPros — coordinating with carriers, tracking port dates, and sequencing the cutover to ensure continuity. Existing data and configuration are mapped during the pre-sales assessment so nothing gets missed during the transition.
Can we migrate in phases, or does it have to happen all at once?
Phased migrations are common and often the right approach for larger or more complex environments. CTPros structures the migration sequence based on the client's environment and risk tolerance — moving locations, departments, or user groups in a sequence that protects continuity throughout.
What's the risk of staying on an end-of-life platform?
End-of-life platforms stop receiving security updates and vendor support — which increases exposure to outages, security vulnerabilities, and the growing difficulty of finding qualified technicians to maintain aging hardware. The risk compounds over time. The practical question isn't whether to migrate, but when and to what.
How do we evaluate which cloud platform is right for us?
CTPros conducts a structured platform evaluation as part of the pre-sales scoping process — mapping requirements, presenting options with side-by-side comparisons, and in some cases facilitating live vendor demos. The goal is a recommendation based on fit, not preference.
How does CTPros charge for its services?
CTPros' implementation engagements are scoped and priced based on the specifics of the project — environment complexity, number of users and locations, integration requirements, and timeline. CloudCare ongoing support is priced custom to each client's environment and usage. CTPros doesn't publish standard pricing because the right scope for one organization is rarely the right scope for another. Reach out to start a conversation.
Do I need a long-term contract?
Contract terms vary by engagement type. Implementation projects are scoped as defined engagements. CloudCare support agreements are structured to match the client's needs. The specifics are discussed during the engagement process — there's no standard one-size-fits-all contract structure.
Can CTPros help negotiate pricing with vendors?
Yes. As a certified partner across every major platform, CTPros has established relationships with vendors and negotiates on clients' behalf — covering licensing, feature bundles, and contract terms. Clients regularly achieve more favorable pricing through CTPros than they would going to the vendor directly.
Do you work with organizations of any size, or is there a minimum?
CTPros works with mid-market and enterprise organizations across a wide range of sizes — from regional firms with 25 users to national enterprises with thousands. There's no hard minimum, but the CTPros model is built for organizations where communications infrastructure is operationally critical and the engagement warrants expert implementation and ongoing support.
CTPros' team is happy to talk through any specific situation — whether you're evaluating platforms, navigating a migration, or trying to figure out if CloudCare is the right fit.