Seven Tips for a Successful IP Telephony Implementation
Often when an organization considers a new IP telephony system
--the process tends to focus on hardware and software. However,
a company's infrastructure is composed not just of hardware and
software, but also of people. The successful conversion to IP
telephony does not rely solely on technology. It requires a
combination of people, processes, and services-- all working
together.
Planning, communication, teamwork, and understanding your users'
requirements are as important as technical expertise. With this
key objective in mind, I have compiled the following top seven
tips for an IP telephony implementation. These best practices
from my own experience as well as customer engagements will help
you succeed at your organization.
Whether an IP telephony implementation involves 20 phones or
2000 phones, careful and comprehensive planning, communication,
teamwork, will guarantee success.
Build a Cross-Functional HIT Team - the greatest factor in
implementing a successful IP Telephony implementation is
building a cross-functional High Impact Team that not only has
the technical expertise but represents users in every area in
the organization impacted by the implementation.
Key members of the team include an executive sponsor; a project
team lead; technology and security experts, finance, the
switchboard operator and project management. This
well-represented team should start off the implementation by
clearly defining the objectives and overall goals of the
project, and identifying the tasks necessary to achieve those
goals.
Get Your Users On Board - resistance to change is normal and
should always be anticipated. Managing user expectations will be
important from the start. One key way to achieve this is to take
away the mystery and uncertainty among the individuals affected
through education, open and frequent communication.
Team Participation - it is essential that you have the
participation and cooperation of all team members from the
start. The team should work together to plan project
deliverables, address solution capabilities, define hardware,
software, and security requirements, assign third-party
implementation services, identify the project critical path and
milestones, and outline the implementation strategy.
User Requirements Drives Design Requirements - you need to
understand and be able to track user-preferred services,
products, solutions, and features. Use a survey tool to identify
needed phone features, validate key business needs and identify
key functionalities that are critical to your business. You can
also use the survey as an opportunity to incorporate features of
the new IP telephony system and to help determine the priority
of which features should be enabled first.
The 80/20 Implementation Rule - A winning formula for
implementation success consists of 80 percent preparation and 20
percent installation. When it comes to actual implementation,
the success of your IP telephony implementation will depend on
several considerations that can be identified in 10 steps. If
you focus on your plan first, the implementation will go a lot
smoother.
Step 1. Facilitate Implementation Planning
Step 2. Hold Implementation Planning Meeting
Step 3. Define Project Monitoring and Control
Step 4. Develop Status Reporting Structure
Step 5. Begin Site Preparation
Step 6. Conduct Install and Configure
Step 7. Manage Test and Acceptance
Step 8. Deliver Knowledge Handoff
Step 9. Ensure Customer Acceptance
Step 10. Project Completion
Post Cutover Support - a successful handoff requires a well
thought out support plan. Ensure installation staff is available
to make necessary changes quickly and efficiently. Some users
will forget how to use features and calling the help desk will
ensure that business processes aren't slowed down because a user
cannot check voice mails. Follow up with training at a later
date and do not forget the satisfaction survey.
Look to Leverage your New IP Telephony Investment - the real
power of IP Telephony is in the ability to integrate new
powerful applications easily. As new applications become
available, your chosen system must be able to allow the addition
of these features so that your organization can reap the
benefits that will come from rolling out another new IP
communications application. At this point you may need to
regroup the HIT team and do it all again.