Cloud Auto Attendant Set up for a Law Firm in the USA

23 JUN 2020

The Client

The Client is a Law firm based out of Indiana, USA. The client provides top-notch legal services and support to its customers in the areas of worker’s compensation, criminal law, medical malpractice, personal injury law, and more.

The Need

The firm had migrated PBX to Phone System in Office 365 and wanted to set up Cloud auto attendant to manage calls from different customers that have the ability to locate, to auto-transfer the phone calls to the available employees in the organization for quick customer response, etc. With so many features available in auto-attendant like corporate and informational greetings, custom corporate menus, a directory of users the callers can speak to, etc. the firm wanted to leverage the technology for enhancing customer service and leveraging the power of the cloud.

The client had deployed Skype for Business Server (on-premises) and was also using Microsoft Teams side-by-side for their Phone System in Office 365. The client approached the expert Microsoft consultants at Star Knowledge, who have deep expertise in Skype for Business migrations, Microsoft Teams consulting and migrations, and Office 365, to help them successfully set up the auto-attendant in teams.

The Challenge

Since the client was leveraging SFB and Microsoft Teams side-by-side, the hybrid setup was not done at the client’s end. This required the Star Knowledge consultants to initially plan hybrid connectivity between SFB Server and the cloud.

The challenge in setting up the desired solution was to migrate the Skype for Business on-premises users that are also using Teams client to the cloud since SFB on-premises users do not have the ability to interoperate with Teams clients which required our team to configure Skype for Business hybrid mode.

The client was leveraging Exchange UM (Unified Messaging) for voice messaging and email messaging which is now being retired by Microsoft and is being replaced with Auto-attendant and cloud voicemail. So, the challenge also involved phasing out Exchange UM to enable the cloud auto-attendant features in Office 365.

The Solution

Star Knowledge’s expert Teams and Office 365 consultants successfully set up auto attendant for the client. The solution involved:

• Planning hybrid connectivity between Skype for Business Server and Office 365
• Configure Skype for Business hybrid mode
• Create resource account, use Teams admin center to configure the auto attendant
• Set up Cloud auto attendant
• Phase-out Exchange UM and configure Teams Cloud for attendant services

Technology

• Skype for Business Server
• Microsoft Teams
• Exchange UM

Benefits Obtained

• A well-setup hybrid environment
• Phasing out the retiring Exchange UM
• Quickly addressing customer issues and frequent needs
• Quick call transfers
• Assigning phone number to auto attendant teams
• Teams auto attendant resource account
• Auto-attendant phone system

Facing a similar business challenge? Get in touch with our SFB and Microsoft Teams consultants for a quick consultation.

Star Knowledge is a Microsoft Gold Partner with seasonal teams of Microsoft-certified consultants who have delivered tailor-made solutions on Office 365, SharePoint, Power Apps, Power BI, Dynamics 365 and have also helped businesses move to the cloud by handling complex cloud migrations. Whatever your business need, we’re just a click away.