How can you avoid disrupting your business operations when migrating to VoIP?

Sean did a very good job recapping what is needed. I would stress number 8.

During our implemantation we had a testing period where actual users perform a plan that they helped create.

My team runs the telephone solution for our call center and it was most likely the most crucial part of our transition. No matter how much you think you know how they use the phone, there is always items that you thought were being used and are not. Or, things that should not be used and are being used that way. This creates learning oportunities for both the implementatin staff and the end users.

Never forget the end user when planning your transitions.

Sean - I am stealing that line "The users are your customer and they are very often the forgotten roadblock."

They're all very good, Sean. As a Systems Integrator I've got to stress that numbers 4 and 6 are absolutely key to a succesful VOIP implementation.

My company provides a detailed timeline to every customer up front as early as possible in the process. Then we make sure we repeat that information once we've all agreed to move forward.

As a wise old Marine Corps Sgt. once told me: "Plan the work, work the plan."

I would add one other thing. It's very important that you designate a single point of contact to work with the vendor. This person should have broad authority to make decisions. As a vendor I can say that it's very, very difficult to work with a committee. Most competent vendors have a Project Manager assigned to you who will be your point of contact during an implementation. You should have your own internal PM, too.

Having a main point of contact is very important. Also, your VoIP vendor should have a complete layout including extensions and the associated employee, call queue routing, individual hunt group routing (you get the picture) showing exactly how your phone system works now and including any updates in how you would prefer it to work. You will be given a temporary number to route your phone number to once you are setup since porting phone numbers can take 2 weeks or more.

You should always be able to get your vendor on the phone. Make sure that they are very responsive before going with them in case you have some hiccups along the way. We have what we call a 'new customer concierge' who works closely with every new customer telling them all the steps and what they need to do next. The process is very systematic and can be easy as long as you have a single point of contact on each end.

Good luck and let me know if you have any other questions.

To safeguard against business disruption during VoIP/IPT implementation, follow these basic guidelines;
* Carefully build detailed plans for hardware and services with user input.
* Hire a Contract Consultant PM who has done it before - successfully.
* Pilot test the new system with crucial business users.
* Gain the enthusiastic support of business managers by promoting the system’s benefits.