How to Successfully give Microsoft Teams a Voice

Jason Wyatt – Technical Marketing Manager

May 2019

Topics Covered

• AudioCodes Direct Routing for Microsoft Teams

• Why choose Direct Routing?

• The People Factor – Engaging the workforce

• Environmental Readiness & Knowing your existing telephony

• Business Priorities & Drivers

• Additional Considerations

10 Years of Unified Communications Voice-Enablement

2006 2007 2009 2011 2012 2015 2018

Exchange & LCS

OCS 2007 OCS 2007 R2

Gateways SBCOneBox 365

CCESBA & IP Phones

OVOCApps & Call Recording

Direct Routing CloudBond 365

C450HD IPP

Lync Server 2010 Lync Server 2013

Skype for Business Teams

Voice Enabling Microsoft Teams

PSTN dial

tone Microsoft Calling Plans

Direct Routing in Teams

Modern Workplace

Microsoft Teams

Office 365

PBX Phone System

Phone System,

when paired with

Microsoft Calling

Plans and/or Direct

Routing, provides a

full cloud calling

experience for Office

365 users in Teams

on a global scale

Is Direct Routing right for you?

• Do you have an existing relationship with an incumbent telco provider or have an existing contract?

• Do you want to be in control of your negotiated tariffs? You may be receiving a call bundle that includes a number of “Free Minutes” etc?

• Do you have specific business applications, CRM, Contact Centre that requires voice Integration etc.

• Are you looking to complete a Staged migration from legacy PBX or multi platform environment to Teams?

• Are you implementing a ”Best of Breed” strategy based upon User Requirements/Locations etc?

Voice Enabling Microsoft Teams

PSTN dial

tone Telco ProvidedCalling Plans

Telco Provided PSTN/SIP Trunks

AudioCodes SBC

(Virtual/Physical)Session Border Controller

Direct Routing

Direct Routing is a

form of mediation

between an SBC

either Hosted or On-

Premises. Your

existing Telco

provided SIP/PSTN

trunks are then

connected to the SBC

and the SBC

communicates with

O365 and Teams.

PBX Phone System (Hosted in O365)

Problems & Promises

People

Promise

-“I’m a mobile worker and

this technology doesn’t

benefit me.”

Technology

Promise

-“This technology is meant

to help us collaborate but

nobody uses it correctly.”

Commercial

Promise

-“We’ve made an investment

but we’re not seeing the

true benefit.”

What can you do to prevent this?

Organisational Awareness – The People Factor

Identify the key departments and service areas across the organisation.

Gain context around the role each department and service area has within the organisation.

Identify common interactions between the service areas (both internally and externally).

Identify primary methods of communication / collaboration that are used today.

Understand some of the key challenges that each service area faces today.

People

Promise“I’m a mobile worker – I’m now able

to communicate and collaborate

much easier from any location with

my colleagues and customers”

Group users in terms of training requirements create a training programme highlighting specific needs.

Remember - Making staff engaged and part of the process leads to positive user adoption!

User Profiling / User Personas – The People Factor

Office-based WorkerDevice: Work laptop or desktop PCClient: SfB for Windows PC

End-Point: Desk phone / USB or Bluetooth Headset

Home-based WorkerDevice: Personal laptop or desktop PC (BOYD)

Client: SfB client for Windows PC

End-Point: Desk phone / USB Headset / Mobile phone / Tablet

Remote / field-based WorkerDevice: Work laptop and Work mobile phone

Client: SfB for Windows PC & SfB for iPhone/ iPad/ Android/

End-Point: USB / Bluetooth Headset / mobile phone / Tablet

Hotdesk WorkerDevice: Work laptop PCClient: SfB for Windows PC

End-Point: Desk Phone / USB Headset / Bluetooth Headset

Meeting RoomDevice: Client: End-Point: AudioCodes Huddle Room

USER TYPE DESCRIPTIONEngage with key Stakeholders to ensure SfB/Teams is successfully adopted.

Prove that SfB/Teams can be consumed from any device at any location.

Provide the appropriate training at the right level to ensure higher user adoption.

Help users to identify what tools they need to complete their jobs – they’ll be more productive!

Device Bar Workshops – The People Factor

An essential part of User Engagement is device selection through Device Bar Workshops.

Headset or Phone? Desk phones are familiar, it’s what generations are use to. Simple to learn and simple to use.

AudioCodes phones are fully featured, including Gb Ethernet, USB port for headsets, Wi-Fi & Bluetooth and SILK codec for improved voice quality.

AudioCodes Huddle room options for small to medium sized meeting rooms, all the great features of AudioCodes desk phones, but with external speaker/microphone options.

Environmental Readiness Assessments

What technology in terms of telephony and network infrastructure do you currently have in place? Are the switches POE and QOS enabled?

Do you have a Wide Area Network (WAN)? Do you have a topology diagram? Does this show bearer sizes?

What Bandwidth do you have? Do you know what you’re currently using? Do you have utilization graphs?

How many offices or locations does your organisation have?

It’s important to understand what you currently have in place, it’s imperative that a High LevelDesign (HLD) is completed, this forms part of the planning and design documentation.AudioCodes discovery workshops ensure we meet the goal of a tailored and optimized solutionthat fits precisely with the organisational requirements.

Who is your current provider?

Understanding your existing telephony

Do you know what your current call usage is?

Do you know how many lines you have? (PSTN/SIP)

Do you know if you have any analogue lines? (Lifts/Fax Etc.)

What is your call concurrency? (Typically 20:1)

How many users will require enterprise voice?

How many users will require desk phones/headsets?

You’ll need to know how many local, National, International and Mobile minutes you currentlyuse across all locations, the biggest cost savings are from lines and minutes. There are a numberof other questions relating to call handling that’ll ensure you get a solution that will encompasswhat you do now and what you want to do in the future. You must future proof any solution.

What are your business priorities & drivers?

Communication and Collaboration – ensuring that staff and partners can work effectively together.

Engagement – bringing together geographically dispersed teams and providing update to multi-disciplinary projects.

Relevance – securely delivering the right information to the right people, at the right time.

Ease of Navigation – Allowing users to intuitively find and access information and colleagues that can help them achieve their tasks.

Approach – Does the organisation have a Cloud first strategy?

Reliance - The environment needs to be as resilient and provide a similar uptime to the current environments, e.g. 99.99% currently for email.

These are just examples, your business priorities and drivers will be unique to your business.

Considerations

Interdependencies - Are there any interdependencies? If so you need to ensure they’re considered? As an example do you require CRM / Contact Center /Service desk Integration?

Compliance - Are there any regulatory or governance requirements? – Does your organisation require PCI Compliance for Call Recordings as an example?

Recovery & Resolution Plan – Does your organisation have contractual obligations which means your telephony needs to be highly available 24/7/365 without interruption?

Security – Are there any specific security measures, such as 2 factor authentication?

Again these are just examples, there may be many other considerations.

AudioCodes – Enabling Voice in Microsoft Teams

Microsoft Teams

Access Intelligent CommunicationsKeep your voice trunks

Direct Routing

User focused devicesDevices optimized for your spaces and

work styles

Management made simpleTools that make managing Teams

simple

Virtual or Physical, On-Premises or in the Cloud – session border controllers and

gateways supporting Teams

A range of innovative, managed and resilient phone and room solutions at affordable pricing supporting Teams

Management applications for quality monitoring, reporting, interaction recording

and device management for Teams

AudioCodes – Voice DNA for the Digital Workplace

AudioCodes is a global company with an enduring commitment to the foundation of all human communications - voice.

We design, manufacture and sell advanced Voice over IP and converged VoIP and data networking products, applications and professional services to global enterprises, medium and small business, as well as to service providers globally.

Our extensive product range includes IP phones, session border controllers (SBCs), media gateways, mobile VoIP clients, multi-service business routers (MSBRs), routing applications, call recording, voice dialling, and more.

25Years of

Operations

66Top 100 Service

Providers

50Of Fortune 100

Use AudioCodes

Technology

700+ Employees

Worldwide

350+ Technical

Experts

Worldwide

100+Operating in

Countries

AudioCodes – Additional Resources

White Papers:

Know before you go – Things to consider before implementing a Microsoft UC Solution

https://online.audiocodes.com/en/know-before-you-go-s4b

The People Factor – A guide to successful user adoption

https://online.audiocodes.com/en/the-people-factor

Removing Complexity – How to manage a Microsoft UC solution

https://online.audiocodes.com/en/removing-complexity

Thank You

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