RSMUS.comMoving to a modern voice solution can be scary because of the various unknowns, dependencies on legacy hardware, and user adoption relating to change. This blog post will delve into some of the key considerations and steps to a successful deployment.
Discovery
- Obtain and document a holistic view of the existing environment including, but not limited to, the identification of:
- Current PSTN service providers and their contract status
- Site/regional leads for telephony
- Country/regional regulatory requirements
- Makes and models of existing telephony hardware
- Understand and document the user personas and business use cases across your organization that must be addressed as part of the phone solution.
- Align phone capabilities with the identified personas and user cases to identify any gaps.
Common Telephony End User Personas:
| Executive | Exec Admin | Receptionist | Backoffice (IW)** |
| End User Persona | |||
| • Challenges: Interruptions; Staying connected across all devices; Versatile.
• Needs: “Simple” tool for all communication needs; Private line for personal calls; Call context flexibility across applications; Seamless transfer across devices. • Works with: Exec admin, upper management, and direct reports. • Location: Office, Mobile, Hybrid and Remote. |
• Challenges: Versatile, not always at desk; Ability to manage multiple calls at once; supporting multiple executives; Call volume.• Needs: Ability to handle multiple communication across all modalities; “Simplify” call mgmt. on behalf of executive, including voicemail; Seamless transfer across devices.• Works with: 1+ Executive.• Location: Office, Mobile, Hybrid and Remote. |
• Challenges: Versatile; Not always at desk; Ability to manage multiple calls at once; Call volume; Visitor experience and oversight.• Needs: Ability to handle multiple communication across all modalities; “Simplify” ability to manage multiple calls at once; Call volume.• Works with: Customers, visitors, and internal employees.• Location: Office, Mobile, Hybrid and Remote. |
• Challenges: Interruptions; Staying connected across all devices; Versatile.• Needs: Call context flexibility within defined workflows (CRM, ERP, orders, help desks, scheduling, logistics, etc.); Call context flexibility across applications; Seamless transfer across devices.• Works with: Internal employees.• Location: Office, Mobile, Hybrid and Remote. |
| Phone Features | |||
| • Basic Calling (hold/retrieve/blind & consultative transfer/forward).• User managed settings: Call Forwarding/ Simul-ring/Voicemail.• Call Park.• Rich Call History. • Music on Hold (MoH). • Speed Dial. • Delegation/Shared Line. • Quiet Hours (Mobile). |
• Basic Calling (hold/retrieve/blind & consultative transfer/forward).• User managed settings: Call Forwarding/ Simul-ring/Voicemail.• Call Park.• Rich Call History. • Music on Hold (MoH). • Speed Dial. • Delegation/Shared Line. • Quiet Hours (Mobile). |
• Basic Calling (hold/retrieve/blind & consultative transfer/forward).• User managed settings: Call Forwarding/ Simul-ring/Voicemail.• Call Park.• Rich Call History. • Music on Hold (MoH). • Speed Dial. |
• Basic Calling (hold/retrieve/blind & • User managed settings: Call Forwarding/ • Call Park • Rich Call History • Music on Hold (MoH) • Speed Dial. |
| Device | |||
| Desk Phone, PC w / Headset, Mobile | Desk Phone, PC w / Headset, Mobile | Desk Phone, PC w / Headset, Mobile |
Desk Phone, PC w / Headset, Mobile |
Existing Telephony Infrastructure
| PSTN Service Providers | Capture all existing PSTN service provider information including existing contract terms, connectivity type (SIP/PRI), PSTN termination locations, DID ranges. |
| Existing PBXs, Gateways and SBCs | Capture the make and model of any existing PBX, Gateway and SBC currently deployed. |
| Existing phones | Capture the make and model of any existing desk phones currently deployed. |
| Unique requirements | Capture any known unique requirements, such as regulated country, Interactive Voice Response (IVR), Auto Attendant, Hunt Group, Contact Center, Analog or other integrations. |
| Network environment | Capture existing network infrastructure related to existing telephony environment. |
Reviewing the existing solution to ensure that Teams Voice or Cisco Webex Voice will be successful in your organization can save a lot of time and effort as part of the implementation. Beginning with identifying your current voice features, functionalities, and capabilities that are in use and determining how they can be migrated or replicated in the cloud will help with adoption of the solution. Assessing the compatibility and readiness of the existing devices, endpoints, and applications with the desired cloud solution can save on expense. Evaluating the bandwidth, latency, jitter, and packet loss of the network and optimizing it for voice quality and reliability will ensure that users have a positive experience. Finishing up with documenting any gaps, risks, or issues that may arise during the transition and plan for mitigation strategies.
If you are interested in learning more about options with Teams Voice, Cisco Webex or other cloud solutions, please contact Pat Petersen (pat.petersen@rsmus.com).
Pat Petersen
Pat is a Director in the Modern Work Practice, leading the Collaboration and Voice team. Throughout Pat’s 20 years of Microsoft training, he has focused on ensuring that technology is adopted, and organizations realize their full potential. Pat often speaks at community events and is a champion of technology to improve processes, communication, collaboration, and culture.