Worker User Types - Teams and UC

Proposal of Worker User types using Teams with ICC UC

Worker types using Microsoft Teams & ICC UC

The following recommendations are to be seen as basic guidelines for the configuration of calling scenarios regarding Microsoft Teams-client and Infracom’s UC2.0 and different working types. You can always adjust these to your own needs, and you can always confer with our support for help regarding these.

We will present two worker types and give you some guidelines over what settings we recommend for these two types in Teams as well as our UC2.0.

These two types are:

• Mobile users (Users that have both a landline as well as a mobile number in our switchboard)
• Office users 

1. Mobile Users

Generally, these are users that use their mobile for answering and making calls and who seldomly sit by their computer and are more on the move. If they do spend more time by their computer, we would suggest to maybe use our recommendations for the Office Users in part 2.

There are two ways to get the mobile to ring when calling a user’s landline.

• Download the Microsoft Teams client and take the incoming calls directly in the Teams client. This is our recommended solution, even if calls are going over WiFi or 4G the call quality should be good (if your local WiFi or other network connection are set-up correctly) and you get the behaviour the Teams client is built for. There is no need to change any settings as the incoming calls will be forwarded to all Teams units you are log in on.

Another advantage is that you will be able to distinguish if the call is private (calling your mobile) or work related (calling by the Teams client).

• In case that you want the incoming call to call the mobile via the mobile network and not via the Teams client we recommend that these settings to be done in our UC2.0 and not in the Teams client. The advantage of doing this in our UC portal is that only calls from the PSTN network call to the mobile (all internal Teams calls only will call Teams). Another advantage to this is that one becomes independent of Teams as calls will not go via Teams. A third advantage to this is that one can change the call handling via the UC profile used (eg. If you have the “Gone for the day” profile activated one might not want the call to go to one’s mobile but to the landline only).

In case one does want even internal Teams calls to call the mobile one can change the Forwarding settings in the Teams client so that the mobile number will also be called (Settings -> Calls).

One disadvantage, however, with both suggestions is that one sometimes can get a double calling issue when being logged into the Teams-client in the mobile.

Voicemail in Office365 or UC?

We recommend to only use one Voicemail and that being the one in our UC and not in Office365. The main reason for this being that one can have one Voicemail for both the landline as well as the mobile number as well as using the Office365 voicemail risks calls being automatically answered when one is a member of a Response Group.

Outgoing Number presentation

Our recommendation is that calls from the Teams-client should always show the users landline number and that after work this is changed to only showing the mobile number when calling from the mobile.

Number presentation can be changed via the User Profile in the UC together with the help of the Scheduler and the chosen profiles for each device used.

Member of a Response Group

If the user is a mobile user and a member of a Response Group our recommendation is to set the “Available” profile to call the Mobile during working hours.

Direct Calls to the Mobile Number

Our recommendation is that all calls, weather they are made to the Teams client or mobile number, are set up to call both the Teams client as well as the mobile number at the same time. This only works if you have the Voicemail in our UC and not if you have the voicemail in Office365. ¨

Our proposal for the mobile users is:

• Use the voicemail in our UC only.
• Make calls using the Teams client from the mobile (and computer).
• Do not forward calls via the Teams-client setting, use our UC Profile settings instead.
• Show the Teams number even when calling from the mobile. 

We do not recommend:

• To have the Teams-client installed on the mobile and simultaneously forwarding calls to the mobile number in the Teams-client or routing rules in our UC.
• To have both voicemail in your Office365 as well as our UC activated while also forwarding calls to one’s landline in the answering rules for the Teams-client. 

2. Office Users

Office users sit by their computer for most of their day. This category can be defined into three types:

1. Common Office user: Sits by the computer all day, making and receiving calls.
2. Late Adopter: Prefers a more traditional work habit and has less used to a computer.
3. Simple Switchboard User: Support or Customer service personnel handling calls from a queue.

Common Office user

These users should only be using Microsoft Teams for answering all calls. Use Voicemail in our UC and make calls from their Teams-mobile client when making calls from their mobile. In case they make calls from their mobile their Teams number should be shown in the outgoing calls as well so that incoming calls go directly towards their Teams number.

Number presentation

We recommend showing the Teams number as outgoing number for both Teams as well as mobile calls, changing to show the mobile number for calls from the mobile. Teams calls should always show the Teams number. ‘

Recommendations

• Use the UC2.0 Voicemail 
• Only make calls with the Teams-client
• Do not forward calls to the mobile (from the Teams-client)
• Show your Teams number for outgoing calls

Late Adopters

We suggest that these users use a hardware Teams phone. Let these users grow into the Teams world first before trying to change their behaviour.

If these users want calls to go to both the Teams client and their mobile configure this in our UC call routing setting.

Recommendations

• Only use the UC2.0 Voicemail
• Use a Hardware phone 
• View the mobile as an entirely different unit

Switchboard Users

Users that are either dealing with Customer Service or are members of Response Groups.

Simple Operator 

These users should only use Teams to receive calls in their computer or mobile. They also should have our Contacts Teams App installed to be able to see their colleague’s status as well as to be able to easily forward calls to their contacts. Otherwise, we see these users being the same as the Common Office users.

Response Group Member

These users also should be seen as Common Office users with the addition of them also using our Astrid Teams App to log in and out of their respective Response Group and if needed out Monitor Teams App to see the status of the different Response Groups. As it is expected for these users to be in an office we recommend that calls from the Response Group are configured to call on the users Teams unit in the users UC2.0 Profile.