VOSS Solutions

VOSS for Microsoft UC

Simple and efficient management of Microsoft Teams and multi-vendor solutions from a single pane of glass

Overview

The VOSS solution for Microsoft UC is a multi-node system with no single point of failure. It is hosted in either a public cloud (Azure, AWS) or a private cloud data center and is integrated and fully synchronized with the existing Microsoft Teams collaboration service. The system provides a single point for control and management of the underlying collaboration service through the web portal, bulk-loading facilities, or the REST API. The latter is particularly suited where the system serves as an integration and automation layer – connecting into adjacent service management platforms (ServiceNow) and business processes.

During deployment, critical business processes and workflows are identified. Where required, the system is adapted to satisfy these through configuration of the system templates; no traditional coding is required.

How it works

Operating the Digital Workplace

Central to a fully functional digital workplace and the new demands arising from it, is the concept of digitizing the service delivery process (#DigitalServiceDelivery). VOSS eradicates the traditional aspects of manual tasks, disparate portals, non-integrated systems, duplicated data, and the need for highly skilled technical staff, and replaces these with a core set of capabilities:

  • Reliability

    Measure the service in real-time, identify trouble spots and rapidly resolve issues, with an element of self-healing to deliver a utility style service out to users. Users work without a break and so should the service – with good quality audio, limited dropped calls and instantaneous video.

  • On demand

    Customers now expect a complete self-service experience, from order through delivery through to day-to-day service management. Self-service requests are placed via an intuitive and non-technical portal with suitable security controls in place.

  • Provision and ongoing management of enterprise voice with Microsoft Direct Routing

    Having deployed Microsoft Teams internally, organizations are eager to expand to connecting with external parties – making and receiving calls to the public telephone network. This allows you to keep your numbers, has suitable call and dial plan controls, makes use of the native Microsoft Teams dialer (encouraging usage), and allows on-net calling with existing systems.

  • Dashboards and reporting

    Gain an insight into the adoption, usage, performance and user experience from the public cloud service, and couple  this with other systems to provide additional facilities such as telephony break-out, call recording, contact center and conferencing.

  • Getting onto Microsoft Teams in the first place

    Many organizations are already invested in existing systems and are migrating the userbase over to Microsoft Teams, over a period of time, whilst keeping users connected requires planning and tools.

VOSS Modules for Microsoft UC

  • VOSS-4-UC Administration, Automation and Integration

    VOSS-4-UC provides a single point for fast and immediate access to manage the combined solution, including Microsoft Teams, existing systems (hybrid), direct routing and supporting systems (SBCs). This access is available through an intuitive web GUI for bulk operations, or can be activated from the VOSS API. Access controls, branding, data visibility and presentation are all configured based on the various types of administrators, users, departmental managers, and personas that make use of it.

  • On-demand end user / customer self-service – connecting to billing & charging

    With the VOSS management system in place, customers can adopt a self-service strategy and delegate control to departmental managers – closer to where users consume the service. Requested services range from ordering new apps or services through to the day-to-day management and change of services already in use. With an integration point into billing and charging (VOSS NBI), and with a near-real-time feed, a wide range of services can be presented on the self-service portal and customers are assured that any charges that are levied are accurate and up-to-date.

  • VOSS Assurance and Analytics

    VOSS Assurance and Analytics provides tools that are deployed into the solution, providing monitoring, health diagnostics and data pick-up points that are used to operate the collaboration service against pre-agreed service level agreements (SLAs). Information is presented on dashboards (that can be tuned to specific needs) along with drill down reports to get into the detail. For critical locations or parts of the service, Raptor test end-points may be deployed to generate test traffic and assure critical connections. Connection into Microsoft Teams is provided and is seen as particularly important given this part of the service operates over the Internet – providing end-to-end coverage of both public cloud, on site and data center services. The overall health of the service is monitoring and in the case of detected issues or events – a pro-active ‘self-healing’ action may be undertaken.

  • Accelerating Adoption and Usage

    VOSS Assurance and Analytics also provides in-depth reporting on usage on the Microsoft Teams services – calls, meetings and chat – along with user experience, which can be tracked, monitored and used for trend analysis – to assist in improving the user experience and accelerating the adoption across the organization.

  • VOSS Migration to Microsoft Teams

    Once connected in to both the existing telephony platform (Cisco, Avaya, Skype for Business) and Microsoft Teams, all users and associated numbers, services and configuration can be synchronized and presented in a consistent way through VOSS. Workflows are then provided to assist with the migration of users, which can be initiated on a per user basis, to Microsoft Teams with (or without) Enterprise Voice. Skype for Business (on-premise) is included in the above – whilst this can be managed from VOSS the deployment is increasingly made to synchronize and migrate users.

  • VOSS Phone Server

    VOSS Phone Server is a complementary application server, providing telephony registration and call handling features for devices that cannot easily connect into Microsoft Teams – for example vendor specific IP phones and analog points. These end-points are part of the existing system, are in use by users, and the business case does not justify a replacement cost. As part of the migration, these devices transfer onto the VOSS Phone Server, which is connected (SIP Trunking) into the existing SBC infrastructure and then managed from the VOSS administration portal. Menu workflows are provided to make the deployment of devices fast, simple and intuitive. New phone types can be easily added as required.

The Benefits

  • Extends the benefits of a VOSS managed collaboration solution to departments and users with Microsoft Teams – providing a single point of control for individual and bulk changes

  • Delivers customer self-service for fast access to service requests, with comprehensive controls to manage change across the solution

  • Multi-step work-flow automation, simplifying and streamlining requests across the solution, hiding underlying complexity

  • Integrates Enterprise Voice with Cisco, Avaya and Microsoft Teams Direct Routing, with dial plan controls, so that clients can be deployed and freely communicate, including on-net calling

  • Presents real-time dashboards and reports, tracking status, health, usage and user experience – maximizing uptime and pinpointing issues early

  • Includes a self-healing rule set to automate corrective action and minimize delays on service recovery

  • Provides a single and consistent integration point into high layer billing and reporting systems – for departmental, accurate charging