[VoiceOps] Rephrased Question: 100+ seat MIGRATIONS to VoIP

[Frank Bulk]

People in the organization may have liked the old phone system, but because
of system failure or lack of support or the need for new features the old
one is not a viable option. A communication solutions provider would be
sticking their head in the sand if they ignore the negativity of some folks
because it's possible that some of the processes in the new aren't as
straight forward or easy to use as the new.  I think it's best to be
sympathetic and help them through the transition, i.e.  "Sorry that feature
X isn't working like you were used to.  I'd be happy to show you how this
feature works on your new phone system..."

Frank

-----Original Message-----
From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org]
On Behalf Of Tim Bray
Sent: Wednesday, February 01, 2012 5:51 PM
To: Darren Schreiber
Cc: VoiceOps at voiceops.org
Subject: Re: [VoiceOps] Rephrased Question: 100+ seat MIGRATIONS to VoIP


On 1 Feb 2012, at 17:37, Darren Schreiber wrote:
> 
> 	We are working with a firm who is trying to move many high-volume
(think lawyers offices, doctors offices, etc.) 100+ seat offices from KEY
systems (BLFs, Line keys, All-set paging, Intercom, one-touch transfer, the
works) to VoIP. We are trying to advise them on how to sell into their
market the most effectively, but we are running into issues where the
clients expect the new system to act like the old system. This ranges from
quality to feature set. I'm trying to figure out how others have handled
this.
> 

If the primary consideration is that the system has to be like the old one.
Then you are lost.  The correct solution is the old one.  Don't change it.
Connect some SIP trunks and keep quiet.

If the problem is that the old system isn't meeting needs, then you need to
find out what they do need.     And then get buy in from the users.   

e.g - if receptionists can press a hot blind transfer button in the sales
hunt group, they will learn to work a new phone.  Because they answer lots
of calls which should go to sales and you made their life easy.

If you dump the system in, they will want the key system features because
they want the lights to find who is free in the sales department to take the
call.  You are on the back foot from day one.  Trying to play catchup with
user requirements.

Or just please the boss by putting in DDI or Work group direct numbers in so
the receptionist isn't taking calls.

A proper customer requirements analysis is what is required.   Most VoIP
companies presume all phone systems are simple.  They also seem scared to
bill the customer for installation planning time.


Tim


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