Microsoft Teams Operator Connect Implementation Guide
Implementation Life Cycle Overview
The implementation process for Microsoft Teams Operator Connect follows a structured life cycle, ensuring a smooth and efficient transition. CallTower assigns an Implementation Project Manager (IPM) to guide the customer through every step of the process.
Role of the CallTower Implementation Project Manager (IPM)
The IPM is responsible for:
- Setting clear expectations for the Microsoft Teams Operator Connect implementation.
- Ensuring success through proper execution and delivery aligned with customer needs.
- Managing the customer experience throughout the process.
What the IPM Provides
- Implementation Project Plan: A tailored plan based on the customer’s unique needs and purchased solutions.
- Implementation Scope of Work (SOW): A detailed outline of the project’s scope and steps.
- Implementation Timeline: A clear schedule to keep the project on track.
Project Plan and Kick-Off Call
The Kick-Off Call typically occurs within 2-3 business days after the initiation phase. This call is a critical step where the CallTower and customer teams align on expectations and responsibilities.
Key Functions of the Kick-Off Call
- Introduce all Key Stakeholders and their roles.
- Review the Implementation Scope of Work (SOW) and Project Plan.
- Align on the customer’s needs and expectations.
- Discuss required licensing, features, and services for Microsoft Teams Operator Connect.
Implementation Phases
1. System Setup and Configuration
- CallTower builds the system, including user call flows and other essential functions.
- Early testing and readiness checks are conducted to ensure the system is functioning as expected.
2. Customer Responsibilities
- Complete training on Microsoft Teams Operator Connect.
- Ensure readiness work and any required network changes are completed.
3. Go Live
- A pre-Go Live checklist is completed to ensure a smooth transition.
- On the Go Live day:
- CallTower ports numbers into Microsoft Teams Operator Connect.
- The customer assists with on-site testing and verification.
- All services are made live and available for use.
Post-Go Live: Fine-Tuning and Optimization
Once the system is live, CallTower ensures continued performance and stability:
- Fine-tuning changes and enhancements are made as needed.
- Follow-up training and user adoption challenges are addressed.
- The customer’s Main Point of Contact (MPOC) assists with on-site activities, testing, and reporting any outstanding issues.
Acceptance and Project Close Call
The final phase of the implementation process is the Acceptance & Project Close Call, during which the IPM:
- Reviews the overall implementation experience.
- Collects feedback from the customer.
- Formally closes the implementation project.