Change Management Practices for Telephony Adoption
A modern phone system must constantly evolve with your organization to remain effective. This course teaches you how to master that evolution, ensuring your communication platform operates flawlessly day-to-day. Through practical guidance and best-practice workflows, you will learn to manage the complete user lifecycle, adapt call flows to meet new demands, and implement robust call routing easily at any time. By the end of this session, you will be able to confidently maintain your phone system, turning daunting system changes into routine tasks that help keep your team and customers seamlessly connected.
Why this course matters
- Minimize disruptions by keeping routing, prompts and schedules accurate as your organization evolves.
- Reduce support tickets and rework with clear change procedures, approvals and audit trails.
- Protect compliance and safety with timely updates to emergency location data and access permissions.
What you’ll learn
- User management - how to onboard, modify, and offboard users cleanly.
- Call flow management - how to update auto-attendants, ring groups/queues and IVR options without breaking current paths.
- Custom routing & emergency - how to schedule business hours, exceptions, and holiday routing. Including advance planning and quick corrections.
- Best practices - how to document changes, communicate updates to staff, and maintain version-controlled diagrams and scripts.
Practical applications
- Create and use internal company checklists for staff turnover, call flow changes and holiday schedules.
- Confidence in validating system changes for day-to-day updates.
- Track changes in a centralized log; archive previous menus/prompts and diagrams for recovery.
Syllabus
Who should attend
- Telephony/IT administrators and help desk leads who maintain an existing phone system.
- Office managers or operations coordinators who have a hands-on responsibility for making phone system changes.
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