Service desk phones

by | Jun 4, 2021 | Business, Managed Services

Along with many of our clients, we’re switching the entire office over to Microsoft 365 Business Voice (Teams voice). We’ve been using it on the Professional Services side of the house for nearly a year, and now the entire team will be on it. Our legacy PRI service recently reached the end of its contract, and we will be saving several hundred dollars a month as a result. The move was accelerated by some problems with our incoming line provided by Lumen (formerly Centurylink) last week. Clients calling in may have noticed some disconnects or issues reaching us during that time.

The change will take effect Wed June 9th. After this happens, you may notice some differences when calling in for support. The menu options have changed, and the queue will no longer say your place in line when holding. These settings are subject to change as we adjust to the new system and learn what works best. Please let us know if you have feedback on how the system is working.

Theoretically Teams voice should be more reliable and fault tolerant than a conventional PRI line and PBX due to the redundancies we have in our internet feeds and Microsoft’s cloud services – but there are usually major outages around once a year with any VoIP phone service. We’ll try and roll with the punches as they come and may make additional changes down the road.