MS Teams Direct Routing Implementation Guide

Implementation Life Cycle Overview

The first step of CallTower’s implementation process is to assign the customer an Implementation Project Manager (IPM). The IPM is responsible for:

• Establishing clear Microsoft Teams Direct Routing implementation expectations.
• Ensuring success through execution and delivery.
• Managing the customer’s experience throughout the process.

Key Steps in the Implementation Process

1. Assigning the IPM:
   • The IPM creates:
     • Implementation Project Plan
     • Implementation Scope of Work (SOW)
     • Implementation Timeline
   • An introduction email is sent to the customer, followed by scheduling the Kick-Off Call.
2. Kick-Off Call:
   • Introduces key stakeholders and their roles.
   • Reviews the Implementation SOW, Project Plan, and Timeline.
   • Ensures alignment of customer needs and expectations.
3. System Setup and Testing:
   • CallTower facilitates the installation and setup of MS Teams Direct Routing, required licencing, and additional features.
   • Builds users, call flows, and other functions in CallTower systems.
   • Conducts early testing and readiness cheques with the customer.
   • Customers complete training segments and readiness work during this phase.
4. Go Live:
   • Numbers are ported into MS Teams Direct Routing.
   • Post-port Go Live Checklist is completed.
   • Onsite Go Live testing and verification are conducted to ensure full functionality.
5. Post-Go Live Support:
   • The IPM and the customer’s Main Point of Contact (MPOC) communicate about operations.
   • The MPOC reports issues or challenges, which the IPM addresses with a working plan.
   • Follow-up training and user adoption challenges are tackled.
6. Acceptance & Project Close Call:
   • The IPM schedules a final call to:
     • Review the implementation process.
     • Transition the account to CallTower’s Service & Support Department.
     • Discuss support processes, resources, and escalation paths.
   • The customer provides feedback and formally accepts the implemented services.

Final Phase: Project Closure

The implementation project is officially closed after the Acceptance & Project Close Call. The account transitions to CallTower’s Service & Support Department for ongoing assistance.