Unified Communication

Overview

glueckkanja-gab (GKGAB) delivers standardized processes for managing the Microsoft Teams environment. With the use of the Unified Communication (UC) Management service, tasks are performed by a dedicated team of experienced engineers from initial request to delivery. Unified Communication Service provides a fully managed service package to maintain a Microsoft Teams-based Voice Infrastructure. This module includes all user-related activities in the Microsoft Teams Admin Center around PSTN calling. This also includes Microsoft Teams certified IP Phones and Teams Displays.

Cost base

Services costs for this Module are calculated based on the active user count of the customer. The number of active users equals the amount of Microsoft 365 user subscriptions and are predefined between the parties.

Standard services and tasks

The following section lists the standard tasks and services included in the service.

User phone number management

The office phone number (number used by teams) must follow the international ITU standard based on E.164 and E.123 (Example: +31 42 123 4567 or +49 151 12345678). For ease of use, the phone number can also store in the following format: +CC (NDC) SN (Example: +49 (151) 12345678 )

Individual policies

Management of individual policies for user objects of all types in the context of Microsoft Teams telephony, this includes the following policies:

• Voice Routing Policy
• Dial Plan Policy
• Calling Policy
• Caller ID Policy

Configuration profiles

Changes to the following profiles:

• general settings
• device settings
• network settings

Managing Teams devices

Managing of firmware

The service provider will support the customer to update the firmware provided by Microsoft.

Managing configuration profiles

The service provider will support the customer to create and update configuration profiles for Teams IP phones and Teams displays in the Teams Admin Center.

Managing of device tags

The service provider will support the customer to define and set device tags.

Add Teams devices

The service provider will support the customer to add a Teams device, which is enrolled in the Teams Admin Center. The following device types are supported:

• Phone device
• Collaboration bar
• Teams displays

The service provider supports only Microsoft Teams certified devices. Following manufacturers for Teams devices are supported:

• AudioCodes
• Poly
• Yealink

On-Demand services and tasks

The tasks and services described in the following section are not included as part of the Service but may be requested and delivered via On-Demand Services.

Ramp-Up

The initial commissioning and setup of our service is defined as ramp-up and is not part of our service. The ramp-up can be carried out via on-demand services or consulting services.

Customer-owned devices must be onboarded first to be able to provide Voice as a Service. The following sections provide required tasks to be performed during onboarding.

System audit

A system audit of the following sections in the Teams Admin center must be performed by GKGAB

• Devices -> IP phones
  • User phones
  • Common Area Phones
  • Configuration profiles
• Devices -> Teams displays
  • Teams displays
  • Configuration profiles

GKGAB will audit the current health status of the registered devices and will check the current configuration profiles and settings.\ Since the Teams certified devices register in the Microsoft 365 enterprise portal, GKGAB will perform an audit of the following M365 related services:

• Azure Portal -> Conditional Access
• Intune Management
• Mobile Device Management

In case the devices or configuration sets do not meet GKGAB health requirements, GKGAB will provide an offer for updating the system (firmware, hardware, configuration) to meet service requirements.

Policy review

Policies are necessary so that a user uses the correct SBC, for example. The user will then be provided with the policies planned for them in the onboarding process.

Customer requests and incidents

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Dial plans

Dial Plan creation is limited to a maximum of two dial plans per customer site. GKGAB recommends using the global dial plans provided by Microsoft per country and assignment by country settings of the user. Other tasks can be delivered via the On-Demand services.

Teams Room Systems - MTR

Setup, configuration, and troubleshooting of MTR are not covered by this service. However, assistance with these tasks can be delivered via the On-Demand services.

User Settings

Configuration of user settings, e.g. call forwarding, team group call, delegates, etc., is not part of this service. However, assistance with these tasks can be delivered via the On-Demand services.

Call Queues, Auto-Attendants, Resource Accounts

These tasks and services described in the following section are not included as part of the Service. However, assistance with these tasks can be delivered via the On-Demand services.

• Add, modify, or remove Resource Account
• Add, modify, or remove Auto Attendants
• Add, modify, or remove Call Queues
• Add, modify, or remove Holiday Sets

Prerequisites

Services

An IT-Service agreement with glueckkanja-gab is required. The glueckkanja-gab Service Level Agreement and Request definitions also apply to this Service Description.

Technical requirements

• Due to this close integration and dependency on the other services, some agreements, like naming conventions, licensing tasks, etc. need to be aligned with Active Directory and Azure Active Directory.
• A valid service contract with the manufacture (AudioCodes, Poly or Yealink) is required to open service requests direct if needed.
• All devices for Voice as a Service must be Microsoft Teams certified. Other devices like 3PIP phones or native SIP phones are not covered by this service.
• To be able to assign phone numbers to users, an overview of the phone numbers that are occupied by "non-user elements" is required. To have an overview of the available phone numbers, GKGAB always needs a current overview of phone numbers from the phone number block that is not available for Microsoft Teams elements. These can be phone numbers of for example analog terminals, but also for example whole phone number blocks of other PBX systems. GKGAB cannot check whether call numbers are being used in another way.
• DHCP Options must be configured
  • NTP time and NTP offset must be given to devices using DHCP options
  • DNS servers must be provided using DHCP options

License

The Customer is responsible for the correct licensing of all Microsoft services used and affected.

Optional

• Optionally, the customer can add one of the on-call duty packages (defined in more detail in the Service Level Agreement).

Exclusion

• Any 3PIP phone is not covered by this service. Any other 3rd party SIP phone is not covered by this service.
• Management and support for Direct Routing configuration and SBC systems are not covered by this service