Resonate Teams Number Management Solution Service Description Resellers and Service Providers

Resonate Teams Number Management

Solution

Microsoft Power Platform Solution

Service Description

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Contents

1 Solution Overview ...... 3

1.1 Power Platform Technology ...... 3

1.2 Teams Number Management Solution ...... 3

1.3 Number Management Challenges ...... 3

1.4 What Does Our Solution Provide?...... 4

2 Core Solution Architecture ...... 5

2.1 Automated Workflow Architecture ...... 5

2.2 PowerApp Architecture ...... 6

3 Customising Your Solution ...... 7

3.1 Design ...... 7

3.2 Build ...... 7

3.3 Dev Testing ...... 7

3.4 Deployment ...... 7

3.5 UAT & Sign off ...... 7

3.6 Training & Documentation ...... 8

3.7 Hypercare...... 8

4 App Support ...... 9

4.1 Advice & Incidents ...... 9

4.2 Patches/Bug fixes ...... 9

4.3 Feature Development ...... 9

4.4 Support SLA’s ...... 9

5 Pricing Options ...... 10

6 Customer Responsibilities & Prerequisites ...... 11

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1 Solution Overview

1.1 Power Platform Technology Power Platform is an umbrella term for four different Microsoft services that add a valuable new dimension to your organisation and your Microsoft Teams solution. Power BI, Power Apps, Power Automate and Power Virtual Agents enable you to uncover data insights in real-time, easily build new apps, automated workflows and chatbots tailored to your individual business needs. Resonate, using its expertise in both Teams Direct Routing and Power Platform, have built a Teams Number Management Solution using The Microsoft Power Platform, to assist IT Admins, and users, set and manage their phone numbers (DID’s) and number ranges. 1.2 Teams Number Management Solution There are two elements that make up the solution: 1. Automated Workflow: The automated workflow enables users to use a pre-built Microsoft form to request the functionality to make calls via Teams to landline and mobiles, change their calling permissions and remove their calling functionality. 2. The Application: The PowerApp is designed for IT Admins to help save them time when dealing with user requests. The app offers the same functionality as the automated workflow. But with the added functionality of Power BI Dashboards. These Dashboards cover information on Number ranges Usage, Phone System Usage and Requests. 1.3 Number Management Challenges With the move to direct routing comes more responsibility for an organisation in particular, IT Teams that deal with number management. Some challenges IT Admins may face are: • Keeping spreadsheets up to date and ensuring they always contain the correct number information. • Running the PowerShell Scripts for number configuration is a time-consuming task for IT Admins considering the scale of the task is quite small. • Lack of visibility on phone system license usage. • With Microsoft Teams being a new technology, it can be challenging to deal with number management for those who haven’t had much experience configuring Teams in the backend compared to other technologies that they are used to like Skype for Business or Lync. • The internal request process in place within the organisation could be very complicated and longer than it needs to be.

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1.4 What Does Our Solution Provide?

• Automated Process – From the initial request to the end user communication, every step is fully automated.

• Quick and Easy Request Process – Time saving and easy for users to raise requests regarding assigning of a number to their profile, changing their calling permissions they have and removing the calling functionality from their profile.

• Automated Number Management – Reducing the need for an IT team to manage their number ranges and keep track of number assignment.

• Automated License Provisioning – Eliminating the need for an IT team to assign the appropriate phone system license to a particular user.

• Easy to use App Interface – Providing an intuitive user interface for an IT team to quickly and easily get tasks done.

• Automated PowerShell – IT teams that don’t have the experience with using PowerShell can take advantage of our integration with Azure Automation to automate the execution of our custom developed PowerShell scripts to get their requests fulfilled.

• Real Time Analytics – Real-time PowerBI reporting embedded into the app to allow IT admins to have a holistic view of number management within their environment.

Reports include:

• DID Number Usage Report – Total Number of Assigned numbers, Total Number of Available Numbers, Total Number of DID Numbers.

• Requests Report – Total Number of Requests Approved, Total Number of Requests Pending, Total Number of Requests, Total Number of Requests Rejected and The Most Popular Request Type.

• Calling Usage Report – Total PSTN Inbound Minutes, Total PSTN Outbound Minutes, Total PSTN Calls Made, Total Number of Active PSTN Users, Average PSTN Call Duration

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2 Core Solution Architecture

2.1 Automated Workflow Architecture

1. The information captured in the Microsoft form which is embedded into Teams is passed into the Power Automate Service to trigger the workflow. 2. The First step in the workflow is that the ‘Requests’ Excel spreadsheet is populated the request information, along with the date and time the request was made. 3. The next step is an approval via email or Teams is sent to the user’s manager to either approve or decline the user’s request. If declined the user is notified with the reason why their request was declined. If approved the rest of the workflow is continued. 4. A look up is done in the ‘Number Management’ Excel spreadsheet to retrieve the correct information based on the request from the user. 5. The information is then passed into the Azure Automation Service. 6. Depending on the type of request the user has made the relevant custom developed PowerShell script is automatically ran. 7. The final step is an email or Teams notification to the user and manager to let them know the request has been successfully executed.

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2.2 PowerApp Architecture

1. The information captured in the PowerApp embedded into Teams is passed into the Power Automate Service to trigger the workflow. 2. A look up is done in the ‘Number Management’ Excel spreadsheet to retrieve the correct information based on the request from the user. 3. The information is then passed into the Azure Automation Service. 4. Depending on the type of request the user has made the relevant custom developed PowerShell script is automatically ran. 5. The final step is an email or Teams notification to the user letting them know the request has been successfully executed. 6. The App also includes live reporting on DID Number Range Usage, requests and Calling usage. This is made possible by using PowerBI to connect to our data sources and embedding dashboards into the PowerApp.

1. 3. 5.

PowerApps Power Automate Azure Automation Office 365 Outlook

4. 2.

PowerShell Scripts

Teams Call Quality Data PowerBI Number Management Excel Sheet

Request Excel Sheet

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3 Customising Your Solution

Resonate has developed the Teams Number Management Solution with the core functionality outlined in section 2 and we will work with you to customise the solution to fit your organisation.

3.1 Design

The design phase includes the following steps: • We will hold a discovery session to: o Understand your environment and determine how the Power Platform solution will integrate into your current set up. o Capture any additional requirements that you would like included in your development. o Agree the look and feel of the app and capture any branding/design guidelines. • Confirm back to you the design requirements • Produce a design document 3.2 Build The solution is built using the following services: Azure Automation, PowerApps, Power Automate, SharePoint and PowerBI; which we will require access to in your tenant. The build steps include importing templates we have developed into your tenant, tailoring them to your design requirements, and ensuring the data connections within your environment work with your new solution. 3.3 Dev Testing We have an extensive test plan that ensures we test every feature we build internally to check that it works as intended before we deploy it for you to complete your User Acceptance Testing. 3.4 Deployment We will deploy the PowerApp and the request form to wherever you require it to be accessed by your users (this could be in a tab within a team or in the side navigation bar for certain users within Teams). 3.5 UAT & Sign off We will ask you to run through the app and its features and sign it off as complete.

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3.6 Training & Documentation We provide 2 hours IT Admin training, user documentation and details of how to contact our Application Support Desk.

3.7 Hypercare After launch our developers will be on hand for the first week after sign off to answer any usage queries that you have, and to make any tweaks or adjustments that you need for the solution to work optimally in your environment.

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4 App Support

Your solution comes with a monthly support contract, which will cover all the items below. 4.1 Advice & Incidents Resonate developer resources will be on hand to answer any questions you may have about the app and how it works. If there is an incident, we have an Application Support Team, who are available to resolve any problems you may be facing in using the app. We offer business hours support, 9am – 6pm CET (8am-5pm GMT) which is accessed by emailing our support desk or raising a ticket on our portal. 4.2 Patches/Bug fixes The core services being used to run the solution are maintained by Microsoft. If we identify the problem is on the Microsoft side, we will monitor the progress of Microsoft in resolving the issue on your behalf and will keep you updated. 4.3 Feature Development Resonate constantly review the features in all the solutions we provide so we will be seeking to improve and bring new features to your solution. As a new feature becomes available, we will contact you and give you the option of adding it to your solution. Also, if you have an idea for an improvement do let us know. 4.4 Support SLA’s Resonate Power Platform solutions are supported in business hours support Monday – Friday CET 8am – 6pm (GMT 7am-5pm), excluding public holidays.

We offer the following Service Level’s against our solution performance.

Maximum Response Support service Levels Maximum Resolution Time Time Service Incident – Priority 1 < 4 business hours < 2 business days (Critical) Service Incident – Priority 2 (Med- < 1 business day < 5 business days High Impact) User service request/ Application < 3 business days Depends on scale changes (ALL Priorities)

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The incident ticket severity levels are defined as follows, and upon raising a new incident, priority levels will be agreed between Resonate and the customer:

Priority 1: Solution not working. All users are impacted.

Priority 2: Functionality impaired – error messages The above SLA’s apply to incidents that are within our control. We can’t be responsible for issues that are outside of our control where a third party does not provide a resolution time SLA. P1 incidents are raised via email or phone and P2 incidents or service requests via email to our support desk

5 Pricing Options

Customers can purchase the Number Management Solution as a service. When we hold your discovery meeting, we will determine the scale of your customisation, and determine whether your project falls into the simple, standard, or complex bucket, this along with contract term will determine the monthly price.

Drivers of complexity include: • Number of connectors • Volume - flows/users • Additional/bespoke features • Interfaces external to MS suite

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6 Customer Responsibilities & Prerequisites

Before starting any build work, we will need access to Azure Automation, PowerApps, Power Automate, SharePoint and PowerBI.

We will need an account to build and manage the solution. This account will need both: 1. PowerApps license 2. E3 and PowerBI Pro License OR E5 License

The account will need the following roles applied: • Power Platform Admin • Application Admin • Application Developer • This account will also need to be an owner or contributor of an Azure Subscription where the automation will be run.

We will need a Service account, which will be used in Azure Automation to run the PowerShell scripts. This account must not have MFA enabled as described by Microsoft directly: https://docs.microsoft.com/en- us/azure/active-directory/conditional-access/howto-conditional-access-policy-azure-management#user- exclusions. This service account needs the following roles: • Teams service admin • User Admin • License Admin • Skype for business admin

Finally, we will need a test account to test the access to the application and functionality. This account will need both: 1. PowerApps license 2. E3 & PowerBI Pro License & Phone System License OR E5 License

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For any users that require access to the Power App on an ongoing basis will require both: 1. PowerApps license 2. E3 and PowerBI Pro License OR E5 License

Information that will be required for the design: • Number range and assignment information • Voice Policy structure • Design and branding guidelines • Storage Locations for solution components

Customer will be required to sign off the design and User Acceptance Testing.

This Document Is Resonate Confidential - Not For Public Use RESONATE TEAMS NUMBER MANAGEMENT SOLUTION SERVICE DESCRIPTION RESELLERS AND SERVICE PROVIDERS

This Document Is Resonate Confidential - Not For Public Use