Teams Voice Project

Alignment to PS ambitions:

Background: Since the introduction of Microsoft Teams, colleagues across the University have been able to make internal calls to each other using Teams instead of telephones. This has freed many colleagues up from needing to be by their desk phone for long periods of time.

The broad changes in the telephony sector and the wider availability and usage of collaboration tools such as Microsoft Teams gave the University an opportunity to adopt new and more flexible integrated technologies that will meet the demands of the University and staff requirements.

This project:

Worked with colleagues in Telecoms, ITS and Telephone Liaison Officers and representatives across the University to roll out our Teams Voice.
Modernised telephony, meaning colleagues can now make and receive external calls, freeing them up from desk phones and where feasible, allowing the university to remove aging infrastructure.
Collaborated with the Disability Advisory and Support Services (DASS) who helped deliver communications to better understand the impact this project would have on those with disabilities (an Accessibility page has been built on the M365 Help and Support Site to signpost staff to accessibility-friendly apps with M365 to help them better navigate M365).

Vision

A comprehensive review was conducted in 2023 to identify colleagues who required external calling, this review engaged with a variety stakeholders across the University. Through collaborating with colleagues from different departments, the project ensured:

No colleagues were overlooked and requests for new phone numbers were fulfilled in batches from 2024 to early 2025.
The phased approach enabled a more focus and support on users, reduced strain on internal IT teams and managed dependencies on external providers.
A key driver for this project was ensuring the University is being sustainable, legacy handsets and outdated conference equipment were collected for recycling.
Older devices like fax machines and alarms are being catalogued and migrated to a digital network to avoid any disruption to critical safety functions.

The move to Teams-based call routing using Auto Attendants and Call Queues (AA/CQs) advanced functionality and greater operational efficiency. Demonstrating a proactive and agile approach to enhancing the user experience and service excellence.

The Project’s Planned Outcomes

Establishing modern cloud telephone infrastructure that is a reliable and accessible communications platform for the University community.
Flexible, scalable and fit for purpose telephony architecture that supports growth and is robust enough to meet the diverse requirements of different university departments.
Enhanced user engagement and embedding business change.
Decommissioning legacy equipment to reduce maintenance costs and support the Universities sustainability goals through recycling legacy equipment.

The Project’s Planned Objectives vs Delivery

Objectives	Outcomes Realised
Develop an infrastructure that facilitates cloud telephony.	Over 8000 colleagues have successfully been moved to Teams for the telephony, allowing them to make and receive calls from anywhere they working.
Ensure that the cloud telephony architecture, design, and implementation is fit for purpose, is flexible and scalable.	85% of the 940 requested Teams handsets have been installed to replace common area, reception etc. phones as of October 24
To be full engaged with the end user community and develop robust channels into the project and fully embed the benefit of the business change into everyday working at the university.	Over 150 Auto Attendants/Call Queues have been set up to replace old hunt groups
Remove all connections to the old telephony system in order to allow for its removal.	Over 6300 phone handsets have been recycled as of October 24, with 3 tonnes of phone equipment recycled.
	Identification of all connections to the old network is near completing as of October 24 and plans are in progress for moving these connections off the old network, meaning a significant cost saving to the University
	Over £200,000 saving in annual operational costs for the University

Planned Benefits

Enhanced flexibility and mobility of colleagues who use telephony as part of their day to day role through supporting hybrid and remove working.
Improved communication and call management
Increased accessibility in key areas
Sustainability and environmental responsibility through recycling legacy equipment
Operation efficiency and cost savings
Reduced reliance on outdated technology

Feedback

Feedback captured from impacted colleagues is captured in this video: External Calling (Teams Voice) Project

For more information on The Teams External Calling Project please see here.