DKM Customs belt across borders
Being reachable by phone for all employees in Belgium, the Netherlands, England, Morocco, and Bulgaria via the Teams platform. The old telephone system was located in Belgium and i…
Danny Geboers | 365 Angels
Adoption Specialist
250
Medewerkers
5
Call Queues
1
Auto Attendants
Teams
Contact Center
The challenge
Being reachable by phone for all employees in Belgium, the Netherlands, England, Morocco, and Bulgaria via the Teams platform. The old telephone system was located in Belgium and in no way connected to the modern workplace. This is how the 365 Angels came into contact with Cats & Dogs, the provider of the modern workplace at DKM Customs. This workplace is designed with Azure Virtual Desktop and Microsoft 365 apps including Microsoft Teams. How do we integrate all these components? 365 Angels to the rescue!
The solution
The conviction for Teams Telephony was already present, prompted by a test earlier in 2024. This setup was created together with the infrastructure partner Cats & Dogs. As a result, the functional added value was delivered quickly. In the Analysis phase, we mapped out the call flows of the various countries and departments (import, export, and administration). We chose a pleasant English-speaking voice for the messages and a melodious tune for waiting. The engineers from 365 Angels built the environment in the Teams Admin Center behind the scenes, and the phone numbers were converted into call plans and prepared for porting to Operator Connect. In the Change phase, the explanation to the users was done simultaneously with the porting of the phone numbers. Where the telephones connected to the old phone system fell silent, the Teams clients rang.
The results
With the collaboration between Cats & Dogs and 365 Angels, both parties prove that clients like DKM Customs can turn off their telephone exchange. Teams Telephony builds on the Azure Virtual Desktop modern workplace and adds external telephony to the already familiar Microsoft Teams environment. Keep calm and answer the phone
Consultants involved
Written by
Danny Geboers
Laden...Danny is een veranderaar in hart en nieren die organisaties helpt om Microsoft‑technologie écht te laten landen bij mensen. Met een stevige achtergrond bij Microsoft en als oprichter van Ixias, brengt hij strategie, adoptie en mensgericht verandermanagement samen tot duurzame impact. Zijn kracht ligt niet in de techniek alleen, maar in het slimmer laten samenwerken van mensen. Danny ziet dat veel Microsoft 365‑implementaties technisch kloppen, maar tekortschieten in gebruik, eigenaarschap en adoptie. Precies daar maakt hij het verschil: door de menselijke kant van verandering centraal te stellen en technologie ondersteunend te maken aan werkplezier en productiviteit.
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