An allied health network unifies 14 sites on Teams Calling

Fourteen sites, 320 staff, and eleven different phone arrangements accumulated through acquisition. Three separate bills, no shared directory, and patients being asked to call a different number depending on which clinic they had seen.

Reception staff were the ones absorbing the difference.

Audit every number, handset and contract first, including the ones nobody remembered signing. Design the call flows with reception rather than for them.

Port all fourteen sites onto Microsoft Teams Calling in staged groups, with the old services live until each group was proven. Connectivity at each site reviewed and quality of service configured before a single call was cut over.

Fourteen sites on one system, one bill and one escalation path. No numbers lost in porting.

Call analytics in the first month showed where calls were actually being missed, which changed how the network staffed reception across two of its busier sites.