A growing business was using an ageing telephone system alongside Microsoft 365 and several separate communication tools. Employees worked from the office, from home and while travelling, but the existing phone system was designed mainly for office-based working.

The company wanted to improve how customers contacted the business and make it easier for employees to work from different locations. The existing setup created several problems:

• Calls were tied to physical desk phones
• Remote employees had limited access to business calls
• Call routing was difficult to change
• New extensions took too long to configure
• There was limited reporting
• Mobile and office communications were disconnected
• The phone system had become expensive to maintain

Management also wanted one provider to support both the phone system and the wider IT environment.

39D reviewed the company's telephone numbers, call flows, users, internet connectivity and Microsoft 365 environment, then designed a cloud-based communications solution covering:

• Business phone extensions
• Desktop and mobile calling
• Call groups and queues
• Auto-attendant menus
• Voicemail
• Call routing
• Number transfer planning
• Remote and hybrid working
• Handset deployment
• User training
• Ongoing monitoring and support

The migration was planned carefully to protect the company's existing telephone numbers and minimise disruption. The communications project was coordinated with the company's wider managed IT service, allowing network, user and security requirements to be considered together.