Implementing a new telephony solution is probably not your favourite pastime. Most companies perceive it as a tedious project and don’t know where to start. But it’s not that cumbersome, not if you know what you need to do. In this article, we explain how to switch to Teams Telephony step by step.
Many organisations – where using Microsoft Teams has become the norm – are now considering making Teams the hub for telephony as well. However, there’s often resistance to the actual implementation of the project.
In our experience, the perceived obstacles stem primarily from the fact that it is rather a diffuse project. Most people do not know what is required or what needs to happen.
How Teams Telephony is implemented
We are experts and know what needs to be done. We have helped hundreds of companies to switch to Teams Telephony and are well versed in all the details. We have also developed an implementation model that makes it both faster and easier.
Here are the steps and what you need to do:
1. Customer data collection
The first step after deciding for Teams Telephony is to collate the relevant data.
Normally, when changing to a new telephony solution, it is the customer’s responsibility to provide all the numbers, for telephones, mobile phones, fax machines and other equipment.
However, this is often easier said than done. We can help with this data collection. We also review your existing contract length, details of fixed numbers and number series as well as the status of your Microsoft environment.
2. Solution design
We organise 2 – 4 project meetings with the key stakeholders and identify the business needs and requirements. In consultation, we draw up a proposal for how your telephony should work in terms of voice answers, queues, opening hours etc.
Following these projects meetings we design the solution, create a project plan and jointly decide on a porting date.
3. Setting the routines
Before commissioning, we organise a short meeting where we go through the ordering routines and how to report errors.
We share our user manuals and schedule training sessions for your key users (e.g. administrators and super users). Normally, these sessions are several one-hour-sessions online.
4. Commissioning and user adoption
Now the new solution is ready to go live. We activate the solution and the Teams Telephony platform replaces your current solution from the decided porting date.
To facilitate user adoption, we share all relevant support material. Manuals, video guides and help centre are all available online.
Support material, in combination with guidance from your administrators or super users, is usually sufficient as user support. But we also offer training sessions for your staff if needed.
5. Quality controls and adjustments
Once the solution has been in operation for a couple of days or weeks, it may become apparent that things need to work differently from the original specification. It is quite common and therefore we do quality checks and adjustments after the solution has been put into operation.
Regular follow-up boosts the benefit
We recommend that time is set aside for regular operational meetings after implementing Teams telephony in order to ensure maximum benefit over time. Functions may need to be adapted and adjust the solution as necessary. Updates are shared regarding new features and apps that make work easier for the business.
Like with all new systems, a smooth user experience is key. Simple tips and tricks help and our certified customer success managers are available to assist with adoption so that your business gets maximum benefit from the new Teams Telephony solution.