The Sourcing Company recently said goodbye to Skype for Business on premise internally. The main reason is that file sharing, conference calls, team meetings and all communication, including telephony, now takes place in one central cloud environment. But how does such a process go if you also integrate telephony in Teams? Robert Jan van den Bovenkamp, our consultant in the field of Microsoft Teams, guided our internal project and arrived at six clear steps:
Step 1: Making an inventory of the “Call flow”
You don't transfer telephony just like that. First of all, it must be clear which telephone numbers are involved and which departments, groups or persons belong to them. For example, what happens if no one answers? Is a choice band used? Are incoming messages automatically forwarded to smartphones in the absence? The first step is therefore a complete inventory of the telephone traffic of the entire organization. According to Robert Jan, this always takes more time than expected.
Step 2: Investigate whether the current flow is efficient
When the complete 'call flow' is on paper, the next moment is to determine whether what you are doing is logical. Is 'pressure 1 for, pressure 2 for…' really so customer-friendly? In addition, a new challenge has been added. Because employees are less in the office and more often online in groups, 'accessibility' will have to be arranged differently. A practical example: Who does the incoming phone call from that team go to when each team member is on a conference call? This step is taken with every customer. We have taken over the existing call flow ourselves with a few minor adjustments because we have been working in online workgroups for a long time. Achieving efficiency differs per customer.
Step 3: Design the new interior
Robert Jan will then make a design, in which, among other things, Microsoft Teams calling groups, the voicemail use and possibly other voice messages are named. The main objective is of course the most optimal and customer-friendly accessibility for customers.
Step 4: Presentation to the customer
The fourth step is perhaps the most beautiful. "Did we do it right?" We will compare the old situation with the new situation and discuss with the customer what has been devised. Where necessary, the design can be fine-tuned.
Step 5: Test phase
The agreement has been reached. In this phase, the Microsoft Teams groups are created, licenses purchased and the links with the telecom provider are made, whereby existing telephone numbers are transferred. All devised communication lines are then extensively tested.
Step 6: Implementing Microsoft Teams
After steps 1 to 5, it is time to implement Microsoft Teams with telephony throughout the organization. Most of our employees were well known to Teams, but if desired, we give additional online workshops or drop by to assist end users with answering questions.
The result of Skype to Microsoft Teams
We have a much better idea of how many and for how long calls are made per team or employee. By creating an intelligent report with Microsoft PowerBI, adjustments can be made to the call flow if necessary. For example if it turns out that there is too great a peak load or under-utilization somewhere. In addition, Microsoft Teams is the platform with which we communicate internally, directly via chat or online. It is therefore expected that e-mail traffic will be strongly reduced.
Also from Skype to Microsoft Teams?
Skye for Business will be phased out. If you use it please here contact us and who knows, you might soon meet Robert Jan at your office.