🔎At a glance

• Leading UK law firm
• Offices across central London
• Increasing hybrid workforce

🚨The challenge

The firm’s legacy desk phone system could not support the flexibility required for modern hybrid working environments.

Maintaining clear, secure client communications was critical.

💡The approach

Advania worked with the firm to implement a new communications solution based on EPOS IMPACT DECT headsets.

The engagement included:

• Headset technology evaluation and trials
• Integration with PC, softphone and mobile systems
• Installation and configuration services
• Professional services support

☑️The outcome

• Seamless communications for hybrid working
• Improved mobility for legal professionals
• Clear and secure audio quality for client calls
• Increased productivity and flexibility for employees

⚡️Why this matters

Modern hybrid workplaces require communication solutions that provide flexibility without compromising security or professional standards.

👉 Read the full case study

🔎At a glance

• Major UK retirement financial services provider
• London office relocation
• 18 meeting rooms to equip
• 2-month deadline

🚨The challenge

The organisation’s lease was expiring quickly, and new premises needed to be fully operational within weeks.

Challenges included:

• Previous supplier couldn’t meet AV requirements
• Tight procurement timelines
• Complex contractor coordination
• Hybrid-working needs
• Need for future-proof meeting spaces

Failure to deliver would disrupt staff productivity and client operations.

💡The approach

Advania supported from procurement through delivery:

• Secured ~200 AV items next-day where needed
• Designed and installed modern meeting room tech
• Worked alongside building contractors
• Repurposed legacy equipment to save costs
• Ensured interoperability with Teams & Webex

☑️The outcome

• All rooms delivered on time
• 25% cost savings through reuse
• Hybrid working enabled
• Improved collaboration experience
• Future-ready office environment

⚡️Why this matters

Office moves are high-risk, high-pressure projects. This case shows how experienced delivery partners can combine procurement speed, technical expertise, and planning discipline to keep business running without disruption.

🔎At a glance

• Family-owned UK holiday complex
• Needed better collaboration and security
• Connectivity challenges in rural location

🚨The challenge

Operating across multiple sites with legacy systems and limited connectivity, Ribby Hall struggled with inconsistent collaboration tools, security gaps, and limited visibility into systems. These issues slowed decision-making and made scaling operations harder.

They needed stronger security, better collaboration, and improved infrastructure without disrupting day-to-day operations or guest services.

💡The approach

• Azure migration with landing zone design
• Microsoft 365 rollout and adoption support
• SharePoint Online migration
• Teams Voice implementation
• Network improvements and bandwidth upgrades

☑️The outcome

• Improved collaboration across departments
• Stronger security and governance
• Modern digital workplace tools
• Future-proofed infrastructure
• Cost-effective technology upgrades

⚡️Why this matters

Digital transformation isn’t just for tech companies. Organisations in hospitality and leisure can unlock productivity, collaboration, and better customer experiences through modern cloud platforms.

Digital Employee Experience; Unified CommunicationsSector: Leisure & HospitalityOutcome: Operational efficiency; Modernisation; Security improvement

👉 Read the full case study

This is where Zoom shines. Today, Zoom combines collaboration tools like Meetings, Chat, and Whiteboard with Workforce Engagement Management (WEM) solutions such as Workforce Management and Quality Management.

When used strategically, organizations can use Zoom to optimize workforce productivity while connecting their teams. However, this requires more than tools alone – organizations must also create the conditions where people can do their best work. With Zoom, this means three key things:

• Harnessing features that reduce friction and improve flow
• Leveraging AI-powered insights to coach, schedule, and plan
• Fostering collaboration that works across locations and time zones

In this article, we’ll explore how you can unlock these benefits through Zoom Workforce Management, part of the Workforce Engagement Management (WEM) suite.

Introduction to workforce optimization with Zoom

Zoom Workforce Management’s smart, integrated features are designed for modern teams and enable greater productivity. Here’s how those benefits translate for businesses.

1. Enhanced communication flow

Beyond Workforce Management, Zoom’s broader collaboration tools (Meetings, Chat, Whiteboard) complement workforce optimization by enhancing communication flow.

Persistent Chat channels keep discussions accessible and organized, reducing the email overload that slows teams down. While breakout rooms allow for spontaneous problem-solving during larger meetings, encouraging active participation. And by cultivating a video-first culture, organizations can build trust and connection – even when teams are remote.

2. Integrated, streamlined workflows

Zoom’s calendar integrations with Google and Outlook make it easy to schedule, join, and manage meetings. There’s also built-in file sharing, ensuring documents are always accessible within the chat or meeting. Plus, Zoom’s integration with CRM systems like Salesforce, and productivity tools like Trello or Slack, keeps all work connected and easily accessible.

3. Smart, scalable team management

With Zoom Quality Management, also part of WEM, every customer interaction is automatically scored using AI – helping managers identify patterns and coach with purpose. Conversely, analytics inside Zoom Workforce Management provide visibility into staffing levels, adherence to schedules, and CX performance trends – helping supervisors fine-tune resources in real time. And with straightforward access to meeting recordings, screen capture, and transcripts, it’s easy to create an archive for asynchronous access, onboarding, and reviews.

4. Flexibility for geographically dispersed teams

Zoom’s asynchronous (async) collaboration tools bridge time zones, making global teamwork frictionless. This ensures team members get a consistent user experience whether they’re working in-office or remote. What’s more, Zoom’s built-in scalability means you can flexibly grow your workforce without needing to reinvent your communication setup.

Real-world workforce optimization use cases

To understand the full potential of Zoom for workforce optimization, it’s helpful to understand where it delivers real-world impact:

Contact centers

The Zoom WEM suite is ideal for contact centers, combining forecasting, scheduling, and analytics to ensure the right agents are available when customers need them. Supervisors can also automatically score 100% of interactions using AI, rather than spending valuable time and only manually reviewing a fraction of them. Integrated speech analytics helps identify coaching moments, while adherence dashboards ensure teams stay on task.

However, it’s important to note that while Zoom Workforce Management is currently designed for contact centers, combining it with Zoom’s collaboration tools like Meetings, Chat, and Whiteboard, enables organizations to also support knowledge workers and global teams.

Distributed knowledge work

Project managers can use Zoom Whiteboard for ideation sessions that carry on asynchronously post-meeting. Onboarding new hires is streamlined with recorded sessions, reducing pressure on existing staff to repeat knowledge.

Global teams

Zoom’s async tools like Chat, recordings, and transcripts allow for time zone-independent collaboration. And when there are meetings with teams in different countries, real-time translation and multi-language support reduce friction by ensuring everyone is included.

These examples show how the right strategy can help you take Zoom further to become a critical tool for productivity and growth.

Best practices for Zoom workforce optimization

To tap into Zoom’s full business value, you need to establish the correct structure, standards, and strategic use for your teams.

Here are five best practices you can adopt to successfully make Zoom part of your workforce management strategy:

1. Establish communication governance

Create dedicated channels, like project-based or departmental channels, and encourage use for day-to-day communication. Consider setting response time expectations to avoid lag and share meeting etiquette guidelines, like always having an agenda or encouraging video use for key discussions.

2. Secure and manage access thoughtfully

Use Zoom’s role-based permissions to ensure only authorized users can access sensitive meetings or recordings. In addition, you should always limit guest access to specific, pre-defined areas and ensure any links come with an expiration date. You can also set meeting passwords and use waiting rooms for external-facing sessions for added security.

3. Leverage performance data

Track adherence, schedule compliance, and team utilization patterns to create reports that provide valuable insights into engagement levels across the team. For collaboration workflows, you can supplement this with meeting attendance and follow-up tracking. Importantly, remember to run quarterly reviews using insights from Zoom Quality Management to improve communication standards at your organization.

4. Forecasting and scheduling with Zoom Workforce Management

Build predictive schedules using historical engagement data and staffing KPIs like occupancy or speed of answer. This will help you to plan weeks or months in advance, adjusting for known variables like seasonality and product launches. You can also leverage drag-and-drop scheduling tools to reduce admin burden, improve forecast accuracy, and make the whole process seamless.

5. Prepare your infrastructure

Start by ensuring your network can support high-quality video across all users. Then standardize devices and Zoom client versions across the team to ensure consistency, working with IT to integrate Zoom with your internal tools, like HRIS and project management.

Three tips to maximize team collaboration on Zoom

Once your foundation is in place, champion Zoom for collaboration to help firmly embed its features into employees’ day-to-day workflows.

Master Zoom’s features

• Use Zoom Whiteboard for brainstorming, planning, or mapping out customer journeys
• Run live polls during meetings to encourage engagement
• Use emoji reactions to reduce verbal interruptions and improve flow

Optimize every Zoom meeting

• Use templates for recurring meetings, like stand-ups and check-ins, to maintain consistency
• Add breakout rooms to longer sessions for small-group discussions
• Set up automated follow-ups and reminders to ensure actions are tracked and completed

Encourage continuous collaboration through Zoom

• Use Chat to follow up on meeting topics asynchronously
• Share documents directly in Zoom and collaborate on them with integrated tools like Zoom Docs or SharePoint
• Set up virtual co-working sessions where teams work on individual tasks while staying available for ad hoc collaboration

Starting life as a video conferencing tool, it has now evolved into a comprehensive UC platform.

As a UC solution, Zoom features a comprehensive suite of collaboration tools which, when paired with its user-friendly interface and simple scalability, make it well-suited for enterprise organizations. Like many UC systems, Zoom is scalable whenever needs change, making it a cost-effective choice for connecting distributed workforces.

In this blog, we’ll take a closer look at this powerful solution, exploring Zoom’s benefits, its features, and how, with our HALO platform, we make it easy to integrate it with your own tech stack.

What are Zoom’s key features and benefits?

Zoom empowers collaboration in a range of different ways. Here, we explore the key areas and highlight how the platform’s features support flexible working for modern teams, addressing multiple business needs.

Zoom benefits for video conferencing

• High-quality video and audio: Certain plans enable HD video and high-quality audio to keep meetings clear.
• Substantial capacity: Up to 5,000 participants are available with a plan add-on, meaning large gatherings can easily be accommodated.
• Advanced meeting controls: Features like the ability to assign breakout rooms make it easy for hosts to keep meetings running smoothly.
• Wide compatibility: Zoom can be deployed across various devices and operating systems, making it a good choice for businesses with BYOD programs.

Our HALO platform makes it easy to integrate Zoom alongside other UC platforms like Microsoft Teams and third-party integrations for seamless communications workflows.

Zoom benefits for meetings and chat

• Chat channels: Zoom lets users create chat channels that serve as forums for long-term discussions, keeping teams involved in ongoing topics of conversation.
• Direct messages: Direct messaging functionality lets individuals communicate at speed, without annoying entire teams with unnecessary notifications.
• File sharing: Zoom’s chat features allow for file sharing, helping businesses keep asset-focused discussions on track.
• Search features: Users can search their chats individually or as a whole – speeding up the process of locating information.

Zoom benefits for file sharing and collaboration

• Cloud storage: Microsoft SharePoint app integration means that teams can access a central cloud repository for their files, streamlining co-authoring tasks.
• Real-time collaboration: Team members can work on a shared document simultaneously through Zoom Docs, keeping tasks moving.
• Screen sharing: Users can share their screen with additional controls over what meeting attendees can and cannot see, allowing for private collaboration.
• Whiteboard functionality: Available across devices, Zoom Whiteboard provides a shared workspace for ad hoc collaboration that can be used during meetings for live review.

Zoom benefits for integrated workflows

• Customer Relationship Management (CRM) platform integration: Zoom can be integrated with many familiar CRM platforms, including Salesforce, HubSpot, and Microsoft Dynamics 365 to help users quickly access the data needed to enhance customer experiences.
• Outlook and Google Calendar support: Integration with scheduling tools lets users easily set and adjust schedules without leaving Zoom.
• Marketplace and API support: Zoom App Marketplace allows users to choose from a huge range of productivity and collaboration-focused apps, with APIs also available to support the building of bespoke integrations.

Now you’ve explored some of its benefits, let’s take a look at best practices for making the most of your Zoom deployment.

Zoom best practices

For meeting security

Keep meetings secure by using waiting rooms for external attendees and access passwords. Once all your designated attendees have joined, you can then lock the meeting to prevent interruptions.

If you’re a channel partner, make sure you’re keeping your Zoom client updated with the latest security features.

For setting up meetings

Ensure seamless invites and reminders by leveraging integrations with Microsoft Outlook or Google Calendar. By using templates, you can ensure each meeting is handled in a consistent way with the best settings for your organization. You have the option to set an alternative host who can start the meeting and manage permissions, in case you unexpectedly can’t attend.

For sharing and recording meetings

Use the best recording setup for your needs – local saves directly to your device, while cloud recording enables easy sharing. You can configure recording settings in advance, deciding on transcription, separate audio, and automatic recording options based on your team’s requirements. After the meeting, share recordings with the relevant parties directly from the Zoom portal for quick access to the content.

For maximizing time efficiencies

Enable attendees to join before the host in internal meetings, allowing meetings to start on time regardless of host attendance. You can sharpen the minds of meeting attendees by designating a set start time and meeting duration, so everyone is aware of expectations.

Use focus mode to ensure hosts and co-hosts can view all participant videos, while participants will only see those videos shared by the hosts and co-hosts.

For optimizing collaboration

Encourage non-verbal feedback and reactions so that participants can express their thoughts without disrupting the meeting flow. This includes making use of annotation tools for live feedback and collaboration in real time. You can also use polls before or during meetings to gather feedback that can inform discussions and action points in a streamlined way.

How does Zoom compare to other UC platforms?

When it comes to UC platforms, there’s a lot to choose from. Here’s a quick overview of the big players.

• Zoom: A full UC suite, Zoom offers a range of third-party integrations and scalable options to support business growth.
• Microsoft Teams: Deeply integrated with Microsoft 365, Microsoft Teams combines UC features with the wider Microsoft ecosystem.
• Cisco Webex: Delivering compatibility with UC hardware, Cisco Webex benefits from a strong security offering alongside its UC capabilities.
• RingCentral: A cloud-based UC offering, combining UC functionality with contact center services.

Whatever UC platform is right for your business, our vendor-agnostic HALO platform can provide you with a secure and unified environment to operate it on. We also offer ongoing support, with the option to purchase managed voice services and the required SIP trunks directly through us.

If you already have a carrier set up, you can leverage HALO’s secure cloud infrastructure through our Bring Your Own Carrier model. This allows you to bring your existing carrier and legacy systems into our environment, meaning no more early termination charges, no need for porting, and no requirement to purchase new numbers. This gives your team stability and consistency in the technology they use.

📞 1960s: THE RISE OF PRIVATE BRANCH EXCHANGES 

The 1960s saw the introduction of private branch exchanges, which made it possible for companies to manage calls more efficiently within their own networks. 

📠 1980s: VOICEMAIL AND THE FIRST STEPS TOWARDS UNIFICATION 

During the 1980s, voicemail systems with interactive features became common. The arrival of personal computers and mobile phones changed the way people communicated. By the mid-1980s, some companies began to combine email with voicemail, planting the seeds for unified messaging. 

💻 1990s: THE INTERNET ERA AND THE CONVERGENCE OF COMMUNICATION 

As email use spread and businesses adopted IP-based networks, the 1990s brought a new wave of innovation. Voice, data, and messaging started to merge, leading to the creation of Voice over IP (VoIP) systems. This allowed voice calls to be integrated with other digital tools, paving the way for more connected workplaces. 

🌐 2000s: THE BIRTH OF TRUE UNIFIED COMMUNICATIONS 

The early 2000s marked the beginning of genuine Unified Communications. New technologies made it possible to bring together different communication channels, and IP telephony became a standard feature in many organisations. 

☁️ 2010s: MOVING TO THE CLOUD 

With the growth of cloud computing, the 2010s introduced Unified Communications as a Service (UCaaS). This new model offered greater flexibility and scalability, making advanced communication tools accessible to businesses of all sizes. 

🏠 2020s: REMOTE WORK AND THE IMPORTANCE OF COLLABORATION 

The global pandemic in the 2020s accelerated the shift towards remote work. Businesses turned to UC and collaboration platforms to keep teams connected and operations running smoothly, highlighting just how crucial these tools have become. 

LET’S KEEP THE CONVERSATION GOING! 

How has Unified Communications changed the way you work? 👇 Share your experiences or tips in the comments below.  

How UC benefits hybrid and traditional offices 

• Enables remote teams to stay productive across locations and time zones. 
• Integrates home offices with business communications, keeping branding consistent. 
• Connects field workers to enterprise systems and expertise, wherever they are. 
• Makes it easy for contractors and external partners to collaborate securely. 

Revolutionising customer engagement 

• Delivers consistent experiences across voice, digital, and in-person channels. 
• Provides instant access to expert advice for both customers and staff. 
• Supports proactive communication with automated outreach and smart routing. 
• Uses data to improve response times and keep customer satisfaction high. 

Boosting cross-department collaboration 

• Breaks down silos by connecting all departments on a single platform. 
• Promotes rapid knowledge sharing and access to expertise. 
• Enables quick mobilisation of resources during urgent situations. 
• Accelerates innovation and decision-making with improved connectivity. 

Strengthening business continuity and resilience 

• Ensures disaster recovery by keeping colleagues and customers informed during disruptions. 
• Makes it simple to scale communication resources as demand changes. 
• Provides backup integration for seamless failover. 
• Offers geographic redundancy for operational continuity during outages. 

UC use cases by industry 

Healthcare 

• Coordinates patient care securely between teams and patients. 
• Enables high-quality telemedicine appointments and diagnostic tool integration. 
• Optimises emergency department responses with quick access to specialists. 
• Simplifies multi-site clinical trial collaboration for pharmaceutical research. 

Education 

• Extends the classroom for seamless hybrid learning, in-person or online. 
• Supports faculty research coordination for complex projects. 
• Streamlines admin processes for parent communication and student support. 
• Facilitates campus-wide communications during emergencies or updates. 

Financial services 

• Enhances client advisory meetings with document co-review. 
• Connects clients instantly with specialised advisors, wherever they are. 
• Aligns with compliance through automatic call recording and audit trails. 
• Integrates branch networks for centralised expertise sharing. 

Legal practices 

• Protects communications with encrypted channels for practitioners and clients. 
• Enables secure collaboration on sensitive documents. 
• Supports virtual court participation with professional-grade video conferencing. 
• Allows real-time document review with multiple contributors. 

Manufacturing 

• Connects teams from the factory floor to the boardroom for essential updates. 
• Coordinates maintenance with remote video consultations. 
• Integrates supply chains with vendor coordination and automated alerts. 
• Streamlines quality assurance with evidence sharing and escalation protocols. 

Retail 

• Coordinates inventory between warehouse and shop floor teams. 
• Escalates customer service issues from staff to management or specialists. 
• Delivers consistent training across franchises and multi-site organisations. 
• Integrates seasonal workforces with rapid remote onboarding. 

Public sector 

• Improves service availability with multi-channel citizen engagement. 
• Facilitates secure inter-agency coordination and information sharing. 
• Enables hybrid community meetings for wider public participation. 

Global enterprises 

• Bridges time zones for effective global team collaboration. 
• Adapts communication for different cultures and languages. 
• Manages regulatory compliance and data sovereignty requirements. 
• Reduces costs of international communications. 

How is Unified Communications helping your organisation work smarter? 

Comment below with your tips 👇 

• What’s the difference between SIP trunking and VoIP?
  • VoIP (Voice over Internet Protocol) is a method of delivering voice calls via the internet. SIP trunking is a way of implementing VoIP, using it to connect phone systems to the public telephone network.

• What are the benefits of SIP trunking?
  • SIP trunking offers cost savings, flexibility, scalability, and easy access to advanced call features.

• What are the benefits of SIP trunking compared to traditional phone lines?
  • Costs: SIP trunking eliminates the need for phone line rentals and the associated maintenance costs that come with traditional systems.
  • Flexibility: SIP trunking supports a mobile or dispersed workforce with communications able to route to different locations rather than being tied to a physical office.
  • Scalability: While traditional telephony requires physical upgrades to scale with demand, SIP trunking can enable this from within online portals.
  • Enhanced call features: Accessing advanced call features is easy with a SIP trunking system, whereas these upgrades may rely on physical hardware changes in a traditional system.

• Can SIP trunking work with my existing phone system?
  • Absolutely. Through our HALO Platform, Sipcom can facilitate integration and interop with existing business systems, PBX/UC platforms and supplier relationships. This ensures that feature requirements, which may not be available natively, can be met and allows customers the option of a phased migration path with the co-existence of existing technologies during transition. The HALO Platform offers a Bring-Your-Own-Carrier (BYOC) service which allows organizations to consume SIP-based PSTN services from multiple suppliers. BYOC offers businesses ultimate flexibility by allowing them to bring their existing carrier into our environment, meaning no more early termination charges, no need for porting, and no need to purchase new numbers.

Do you have any Sip Trunking questions that we haven't answered above? Please drop a comment below and one of our experts can assist.

This desire to scale at their own pace and communicate in a unified way is driving organizations away from legacy phone systems, which are unable to keep up with the new demands. For many, a system built on SIP (Session Initiation Protocol) trunking is now the answer.

This blog is your key to understanding SIP trunks, what the benefits of SIP trunking are, and how you can pick the right provider for your own project.

Why SIP trunking?

SIP trunking stops businesses from being tied down by traditional phone lines. It connects their Private Branch Exchange (PBX), which handles traditional telephony, to a SIP provider.

The SIP provider uses SIP – a signaling standard that sets up and manages communication sessions on virtual ‘trunks’ via the internet – to provide a secure, efficient, and scalable way to manage communication needs.

How does SIP trunking work?

In SIP trunking, SIP is used to make sure devices can connect, manage, and end communication sessions seamlessly.

While SIP manages the call, it integrates with other protocols like Real-Time Transport Protocol to carry voice and video data, and Session Description Protocol to define settings like encryption.

What does a SIP trunking call flow look like?

When a SIP call is placed over a SIP trunk, the PBX forwards a request to the SIP provider, which then authenticates it and links the call to its recipient via the internet.

Features like caller ID, call forwarding, and failover are available if lines are busy when the call is routed to its endpoint by the SIP provider. These features, alongside consolidated lines and automated routing, make SIP trunking highly efficient.

SIP trunking vs traditional phone lines: What are the benefits?

While traditional phone lines have long been the standard, SIP trunking offers a more modern approach – delivering cost savings, flexibility, and advanced features that can better support today’s businesses.

SIP trunking saves costs

• Lower traditional phone line fees: With calls handled over the internet, businesses no longer need to rely on costly copper phone lines and their associated rental and maintenance fees.
• Reduced costs for long-distance calls: For businesses making international calls, having their communications handled over the internet can reduce the need for the expensive connection fees associated with traditional phone lines.

SIP trunking is scalable

• Instant capacity changes: As SIP trunks are virtual, they can be seamlessly scaled up and down to fit with changing business needs, rather than requiring physical alterations as in a traditional setup.
• Technical ease: Changes to capacity can typically be handled in-house, rather than waiting for third-party engineers or on-site work.

SIP trunking is flexible

• Hybrid work support: With SIP trunking, calls run over the internet, so employees aren’t tied to the office phone system. This provides more flexibility than a traditional phone line-based setup.
• Vast device choice: Unlike legacy phone lines, SIP trunking provides device choice, meaning teams can choose between softphones, laptops, mobile apps, and more to manage calls – not just traditional desk phones.
• Location freedom: Businesses don’t need to tie their phone numbers to a specific physical line with SIP trunking. This means they can move offices, regions, or even countries without losing their existing numbers.

SIP trunking unlocks enhanced features

• Advanced call routing: SIP trunking unlocks advanced call management systems seamlessly – like department call routing, multiple device ringing, call forwarding to mobile devices, and time-based rules – all of which are delivered with greater flexibility than with traditional phone systems.
• Integration with Unified Communications (UC) tools: SIP trunks can integrate with UC tools, letting businesses manage all their communication channels through a single platform.

Now you’ve learned what it is and how it works, let’s explore how you can bring SIP trunking to your organization, starting with finding the right SIP provider.

How to choose the SIP trunking provider that’s right for you

There’s a lot to consider when choosing a SIP provider. We recommend you evaluate them on how they deliver high-quality and reliable networking, and suitable geographic coverage. Seamless integration, hands-on support, and clear adherence to SLA requirements are also must-haves, as is a solution that can be flexibly deployed to suit the needs of your business.

How to transition to SIP trunking

When you’ve decided on your provider, you’re ready to begin implementation. While all deployments will be unique, here are the three stages that are typically required.

Stage one: Planning

First, outline your requirements by considering metrics like the number of concurrent calls you need, geographic coverage, platform integrations, and redundancy requirements. Then, evaluate your current systems, noting what can be kept in place and what will have to be upgraded. Once you know where you’re heading, you can plan a step-by-step roadmap, including timelines and budgets.

Stage two: Technical requirement checks

SIP trunking requires reliable bandwidth to meet your call volume and data transfer needs, so consider whether your current internet connection can handle both. Bear in mind, it must have a properly configured network infrastructure – including routers, firewalls, and SBCs (Session Border Controllers) – so you’ll need to keep hardware and firmware up to date to ensure compatibility.

Reliable calls are essential to modern business, so to ensure there are no dropouts in your service, set up QoS policies that prioritize voice traffic over data – even during periods of heavy network usage.

Stage three: Implementation

Set up your SIP trunks on your PBX or UC platform and configure your credentials in line with the requirements of your SIP platform provider. Once in place, run pilot tests on your SIP trunk for internal and external calls and any integrations with UC platforms, making a note of quality, redundancy, and failover. A phased approach or limited deployment can help reduce the risk of unexpected issues occurring and ensure that they are dealt with before you begin wider adoption.

This may all seem like a lot to consider, but with a dedicated partner handling your SIP trunking project, these things will be taken care of for you.

Despite its popularity, many teams are not making the most of Teams’ collaboration features, missing out on opportunities to boost productivity and efficiency. Drawing on our experience supporting organisations of all sizes, here are our top tips and insights for getting the best from Microsoft Teams. 

WHAT MAKES MICROSOFT TEAMS ESSENTIAL FOR COLLABORATION? 

• Reduces email overload: Instant messaging helps teams avoid crowded inboxes and communicate more efficiently. 
• Enables real-time teamwork: Multiple users can work on the same document at once, making collaboration seamless. 
• Supports hybrid working: Teams connects colleagues and clients across locations and devices. 
• Streamlines workflows: Integrations with other apps and tools create smooth, unified processes. 

HOW MICROSOFT TEAMS IMPROVES TEAMWORK 

CHAT AND MESSAGING 

• Persistent conversations keep chat history available, even if team members leave. 
• Rich communication options like emojis, GIFs, and reactions make messages more engaging. 
• Smart mentions allow users to tag colleagues, ensuring important messages are seen. 

FILE SHARING AND COLLABORATION 

• Real-time co-authoring lets teams edit documents together without confusion. 
• Autosave and version control keep everyone on the same page. 
• Integration with SharePoint provides secure, enterprise-level file management. 

CHANNELS AND GROUPS 

• Customisable channels help organise discussions by project, department, or topic. 
• Guest access allows secure collaboration with external partners. 
• Permissions management gives admins control over who can access information. 

COMMUNICATION FEATURES THAT STAND OUT 

• Audio and video calls: High-quality meetings with automatic optimisations. 
• Device continuity: Switch easily between desktop and mobile without losing your place. 
• Advanced call controls: Features like hold, transfer, and conference calling keep conversations organised. 

MICROSOFT ECOSYSTEM INTEGRATION 

• Calendar syncing: Schedule meetings and calls with Outlook integration. 
• In-app collaboration: Work together on projects without leaving Teams. 
• OneNote integration: Keep notes and action items organised and accessible. 

SMART NOTIFICATIONS AND ALERTS 

• Customisable alerts help users stay focused and avoid distractions. 
• Do Not Disturb mode allows for uninterrupted work time. 
• Priority messaging ensures urgent communications get through when needed. 

MAKING ONLINE MEETINGS MORE EFFECTIVE 

• Custom meeting templates help standardise meetings and improve security. 
• Role-based permissions give organisations control over access and participation. 
• Breakout rooms make meetings more interactive and engaging. 

INTELLIGENT TOOLS AND FOLLOW-UP 

• Automatic recording and transcription make it easy to review meetings. 
• AI-powered features, like Copilot, generate summaries and action items. 
• Searchable chats and channels help users find information quickly. 

BOOSTING PRODUCTIVITY WITH TASK MANAGEMENT 

• Microsoft Planner integration helps teams track projects and assign tasks. 
• Microsoft To Do keeps personal and shared task lists up to date. 
• Automatic reminders ensure nothing falls through the cracks. 

CONNECTING BUSINESS APPLICATIONS 

• Power BI dashboards provide data insights directly within Teams. 
• Power Automate enables workflow automation, saving time on repetitive tasks. 
• Custom app development allows businesses to tailor Teams to their needs. 

THIRD-PARTY INTEGRATIONS FOR EVERY TEAM 

• Sales teams can connect with Salesforce or HubSpot. 
• Project managers can use Asana, Trello, or Monday.com. 
• Developers can integrate with GitHub, Azure DevOps, or Jira. 
•  

COMPLETING YOUR UNIFIED COMMUNICATIONS STRATEGY 

Microsoft Teams Phone brings calling into the same platform, letting users make and receive calls from any device. This replaces traditional phone systems, reduces costs, and prepares businesses for the future. With enterprise-grade security and compliance, Teams Phone ensures your communications are protected. 

BEST PRACTICES FOR SUCCESSFUL COLLABORATION 

• Set clear communication protocols and response times. 
• Use consistent channel naming and manage channel lifecycles. 
• Apply strong security policies for guest access and sharing. 
• Provide comprehensive onboarding and regular training. 
• Encourage peer learning with champion programmes. 
• Continuously review usage data and gather feedback to improve engagement. 

📌How is your organisation using Microsoft Teams to boost collaboration? 
Share your tips, ask questions, or tell us about your favourite features below. 

2. Cuts costs 
Using a single solution for all communications means fewer expenses for maintenance, upgrades, and vendors. Travel costs can also drop, as meetings and teamwork happen seamlessly online. 

3. Supports mobility and remote work 
Staff can stay connected whether they’re travelling, working from home, or meeting clients. This flexibility helps organizations hire talent from anywhere and keep everyone in the loop. 

4. Scales with your needs 
UC and UCaaS make it simple to add or remove users as your business changes, without needing specialist IT support. This flexibility suits growing companies, seasonal businesses, and those going through mergers or changes. 

5. Improves customer service 
Teams can access customer histories, hand over queries smoothly between departments, and offer communication channels that suit each customer. Real-time collaboration helps resolve complex issues quickly. 

6. Ensures business continuity 
UCaaS keeps communications running even if the office is closed. Features like automatic failover, distributed data centers, and device-agnostic access mean teams can stay connected whatever happens. 

7. Streamlines telephony 
Bringing telephony into the cloud means less equipment in the office and lower running costs. Staff can contact colleagues and customers easily, with a consistent experience across devices. 

8. Simplifies management 
Managing communications from a single platform makes life easier for IT teams. Centralized administration, automatic updates, and straightforward troubleshooting free up time for other priorities. 

9. Provides valuable insights 
UC platforms offer analytics on call volumes, collaboration, customer interactions, and system performance. These insights help businesses make informed decisions and improve processes. 

10. Prepares you for the future 
Modern UC solutions are ready to work with new technologies like artificial intelligence and automation. This means your communications strategy can evolve as your business grows. 

Unified Communications offer clear benefits: better productivity, lower costs, greater flexibility, and improved customer experiences. But success depends on having the right strategy and support. 

How is your team using Unified Communications to stay connected and work smarter💡 
Share your thoughts, ask questions, or tell us about your current challenges below. 👇 

With our simple self-service portal, you can deploy Microsoft Teams with full PSTN voice capabilities in just one click, no IT team required.

It’s fast, hassle-free, and ready when you are. Say hello to instant productivity and goodbye to setup stress.

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Microsoft Teams requires that Teams users behind applications such as queue applications require a phone system license and the user to be Enterprise Voice Enabled.

What is the change?

Effective September 30, 2025: 

• Teams users will still have the option to transfer calls to other Teams users manually even if they don’t have a PSTN phone system license. 
• Bot-initiated transfers and add participant requests to non-phone system enabled users will be blocked.  

What do you need to do?

• Review and update any applications that use the transfer and add participant APIs to make sure that they account for the new default behavior.  

This change is one that will affect any organization using Auto Attendants, Call Queues, or other automated calling workflows.

Resource accounts will now need a Pay-As-You-Go (PAYG) licence for outbound PSTN calls (for calling plans)

There are 3 use cases you may come across in your license base:

• I use Operator Connect: All methods of outbound PSTN calling will continue to be supported. All outbound PSTN calling methods are allowed and will continue to be post November the 1st 2025. No action required.
• I use Direct Routing: Microsoft has announced the changes will affect Microsoft Teams Calling Plans and Operator Connect. At the point of writing this communication there are no known changes for Direct Routing customers. We will continue to work closely with Microsoft and communicate if any new information is made available regarding Direct Routing. No action required.
• I use Microsoft Calling Plans: Get in touch with your M365 license provider and Teams tenant administrator to go over the impending changes. As of November 1st, 2025, Microsoft will require all Teams Applications used for outbound PSTN calls to have a Microsoft Calling Plans PAYG license to ensure calls continue to connect. Action required.

For the most up-to-date notification information, please check the Microsoft Message Cetner.

Did you know this change was coming? How are you preparing your organization for this change?

📌 Full list of supported regions:
Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Poland, Spain, Sweden, United Kingdom, United States.

This expansion reflects our commitment to meeting Microsoft's rigorous quality standards and the incredible work of our team.

Whether you're scaling global communications or enabling hybrid workforces, HALO Operator Connect is designed to help you move faster, smarter, and more efficiently: https://lnkd.in/dQiMs6jR