Relay ReUp Process
Objective:
- To better understand the ReUp process, as well as best practices to ensure the smoothest transition.
Environment / Applies To:
- RelayM or RelayX ReUp Trade In's
- Relay+
- Dash
Procedure:
When your RelayM's or RelayX's have shipped, you will receive email confirmation. The following steps should be taken to ensure the smoothest transition possible.
Charge RelayM or RelayX Devices
- The first step when your new RelayM or RelayX devices arrive on site will be to fully charge them. They utilize the same chargers as Relay+ so you can simply repurpose your old charging station.
- Once your new devices are fully charged, take them off the charger and power them down. To power down a device, press and hold the plus button until the device states it is powering down.
If you had previously worked with your IT department to whitelist original devices, please ensure you follow the "Whitelist your Relay Devices on an Existing Network with a Captive Portal" section of this article to connect your new Relay Devices.
Place Accessories on RelayM or RelayX Devices
- Unbox any new accessories and place them on the new devices. This way, when you redistribute the devices out to the team, they are ready to go.
Device Transition
It is important to note once the transition of profiles from your old Relay+ devices to your new RelayM or RelayX devices is complete, the Relay+ devices will no longer be usable. To avoid as much down time as possible, please follow these outlined steps.
- Prior to your devices arriving on site, a member of our Customer Success Team will coordinate a time to meet to switch over your profiles. Once this time arrives, join the virtual meeting to switch profiles over.
- Moments before switching profiles over, it is a best practice to send a message via your Relay system to all team members that their Relay+’s will be turned down, and to come to a common meeting place to receive a new device within the next 10-20 minutes to minimize time without a usable relay device.
- Alternatively, you can simply call down managers or department heads to grab devices for their teams to distribute directly.
- Your Relay Representative will transition your profiles over to your new devices. This typically takes about 2 minutes.
- Once finished, organize devices by team or department.
- To identify which team or department the device belongs to, refer to the screen with the device name and channel.
- If you are utilizing TeamTranslate, organize devices by language within each team or department to ensure team members are receiving a new device with the correct language configured.
- If you have various languages configured, quick tap the relay assistant button, and the device will respond in its configured language.
- Distribute new RelayM or RelayX devices, and collect old Relay+ devices.
Training Staff on New Devices
- When training team members, it's important to emphasize the similarities of the devices. All basic functionality remains the same, these new devices are simply an upgraded audio, connectivity, and battery life experience.
- It is also important to note there is a distraction free screen that will display their devices name & channel as well as time, connectivity, and battery level.
- If you are transitioning over to RelayX devices, it is also important to note there are two additional navigation buttons.
- LEFT Navigation Button: Left allows you to move through menu options.
- RIGHT Navigation Button: Right lets you select what is on the screen.
Shipping Back Your Relay+ Devices
- Once your old Relay+ devices are gathered, and new devices are distributed, power down all Relay+ devices.
- Place Relay+ devices along with any wearable accessories such as lanyards or case and clips in a shipping box.
- Feel free to use the same box the new RealyM's or RelayX's came in.
- Package the box, and print the shipping label provided to your Account Owner.
- Ship back Relay+ devices.