Facilitate user adoption of your new online phone system

• Applies to:

  Microsoft Teams

A phone can be a user's lifeline. Switching from a traditional phone system to an online phone system represents a significant change in the way users work, and can negatively affect productivity. Taking time to inform, guide, and support users through this change can help ensure a positive user experience and maximize your return on investment.

This article contains customizable email templates to help inform users about their new phone system. Customize and send the appropriate emails to align with your specific voice deployment. We've used brackets to indicate sections for easy personalization, but we recommend that you add organization-specific messaging to make the announcement most relevant for your users. If applicable for your deployment, replace all references to "Teams" with "Skype for Business."

Email number 1: Send three weeks before launch

Subject line:

IMPORTANT ANNOUNCEMENT about your office desk phone

Body of email:

Instant messaging and online meetings have become a common way to communicate
with others, but your phone can still be a lifeline to getting your job done.
From building rapport when you can't be there in person to maintaining momentum
on a project, sometimes it's easier to just pick up the phone and talk to
someone. At the same time, we understand that many of you work remotely, have
flexible work schedules or travel frequently and can't be tethered to your
desk or phone all day.

To better adapt to how you work, we want to ensure you have flexibility in how
you communicate including being able to make and receive phone calls from
anywhere, at any time. We're excited to announce that you'll soon be able
to use Microsoft Teams as your phone. This upgrade will provide
instant messaging, online meetings and phone calling all in one application,
simplifying the way you work.

Using Teams as your phone offers...

-   Flexibility - Make and receive calls anywhere, any time, across
    devices

-   Adaptability - Easily move between your headset and a variety of
    devices, including mobile

-   Capability - Transfer calls to an internal contact, external number or
    even your voicemail

-   Productivity - Call your contacts with one click, alleviating the need
    to remember phone numbers

When will phone calling be available?

We understand this is a big shift in the way you make calls today and want to
ensure you have everything you need to get started. Phone capabilities will be
enabled on <INSERT DATE>, but you can start preparing today.

CALL TO ACTION

-   <OPTIONAL> Get started with Teams. If you're not already
    taking advantage of Teams IM and meetings capabilities, get
    started today by visiting https://aka.ms/F63e30.

-   <OPTIONAL> Order your new headset. To ensure the best audio quality, use
    an approved headset. You can view available options or order yours <INSERT LINK>. We'll
    also be hosting a device bar in <INSERT LOCATION>, where you can try on a few
    headsets and find the best fit for you.

-   Get trained. Learn how to make and receive phone calls right from your
    PC. To view available training, visit https://aka.ms/B6fx7u to get started.

If you have questions concerning this change, contact <INSERT NAME/EMAIL>.

<INSERT NAME OF EXECUTIVE SPONSOR>

Email number 2: Send one week before launch

Subject line:

ACTION REQUESTED: Are you ready for your new phone system?

Body of email:

Your new phone calling capabilities are almost here. As explained in our initial
email, you'll soon be able to use Microsoft Teams to make and
receive phone calls. We understand that this change represents a new way of
working and want to ensure you have everything you need to be successful.

With this new calling system, you'll be able to...

-   Make, receive and transfer calls right from your computer.

-   Configure and access your voicemail, whether in the office or on the go.

-   Add others to your call, creating an ad-hoc group conversation.

-   Switch devices, allowing you to take your calls with you and limiting disruption.

CALL TO ACTION. If you haven't already done so:

-   Order your new headset. To ensure the best audio quality, use an
    approved headset. You can view available options and order yours at <INSERT LINK>.
    We'll also be hosting a device bar in <INSERT LOCATION>, where you can try on a few
    headsets and find the best fit for you.

-   Get trained. Learn how to make and receive phone calls right from your
    PC. To view available training, visit https://aka.ms/B6fx7u to get started.

If you have questions, visit our <INSERT INTRANET LINK> or send me an e-mail <INSERT
EMAIL ADDRESS>.

Regards,

<INSERT NAME OF DEPARTMENT MANAGER>

Email number 3: Send on launch day

Subject line:

IMPORTANT NOTICE: Your new phone system is live

Body of email:

Welcome to your new phone system. Your Microsoft Teams application
has been enabled with phone calling capabilities. You should now see a dial pad
tab on your client, enabling you to make outgoing calls and listen to
your voicemail. When a call comes in, you'll receive an alert, just like you
would for an instant message. Just select the alert to answer the call – it's
that easy!

CALL TO ACTION

*  Plug in your headset, go to the Calls tab, and either
   call a contact or use the dial pad to make a call. 

*  Start a chat, and escalate it to a call.

With the launch of phone calling capabilities in Teams, we'll be
recycling your old phone, allowing for more real estate on your desk.
<INSERT PROCESS FOR RECYCLING OLD PHONES>

If you have any technical problems or questions, please feel free to contact our
helpdesk or visit <INSERT INTRANET LINK>.

Regards,

<INSERT NAME OF DEPARTMENT MANAGER OR EXECUTIVE SPONSOR>

Email number 4: Send two weeks after launch

Subject line:

FEEDBACK REQUESTED: Your new phone system

Body of email:

It's been a few weeks since you started using Microsoft Teams to
make and receive phone calls, and we'd like to hear how it's going. Please take a
few minutes to share your experience with us by completing this online feedback
survey.

We value your input, and we'll be sure to follow through on all feedback.

Regards,

<INSERT NAME OF EXECUTIVE SPONSOR>