Managed Support & Helpdesk (1st & 2nd Line) - Microsoft Teams Phone Standard (per user, per month) - Initial Term

Prerequisites

·         Microsoft Teams Phone Standard licence for each user.

·         Supported Microsoft 365 tenant and Entra ID environment.

·         Calling plan, Operator Connect or SIP/direct routing service provided separately where required.

·         Administrative access to Microsoft Teams admin centre.

·         Supported handset, headset or softphone environment where applicable.

·         Reliable internet connectivity suitable for voice services.

Setup

·         Assignment of Teams Phone Standard licence.

·         Teams voice user policy configuration.

·         Configuration of calling policies, caller ID and voicemail settings.

·         Assignment of numbers where available and applicable.

·         Configuration of emergency location or address settings where applicable.

·         Configuration of auto attendants, call queues or routing where included.

·         Initial call testing and validation.

·         Documentation of user and voice configuration.

Maintenance

·         Monitoring of Teams voice service health.

·         Review of licence assignment and user configuration.

·         Policy and call routing checks.

·         Coordination with calling provider or Microsoft service updates.

·         User and service configuration review.

Support

·         Troubleshooting Teams calling issues.

·         User support for voicemail, forwarding and calling features.

·         Investigation of call quality issues.

·         Number assignment or configuration changes within scope.

·         Escalation to Microsoft or voice provider where required.

·         Guidance on Teams Phone usage and best practice.