Moving Your Law Firm's Phone System to Teams: What to Test Before Switching the Main Number

Moving your law firm's phone system to Teams? Use this checklist to test call routing, transfers, voicemail, after-hours handling and number transfer before switching the main number.

Setting up a law firm's phone system on Microsoft Teams may appear simple enough when everything is configured. Nevertheless, what is even harder is to deal with a phone call that comes in through the main line from an outsider. The call can be intended for the secretary, forwarded to the right person, or routed directly to the voice mail if the call is made out of business hours. If any step of this process has not been considered, it might not be clear until customers begin making calls.

It is necessary to conduct a test of the phone system before making the changeover of the firm's main number. Testing should not just be on the configuration, but follow the process of a fictitious call from the first ring to different steps that could be taken with the call.

Start with the firm's main number

Consider the case of a potential client making a phone call to the firm for the first time. This should connect to where the firm intends for it to connect, whether this is the firm's receptionist, or perhaps an auto attendant or call queue.

It would be a good idea to test this connection from outside of the phone system of the firm. The fact that everything appears to have been set up correctly does not automatically mean that it really is working the way it is supposed to.

It would also be a good idea to make several different test calls. One successful test call may be enough to show that one particular pathway works, but this does not necessarily indicate what will happen when that pathway is unavailable.

Check what happens when a call is transferred

The transfer is another aspect of the customer interaction that needs to be tested prior to going live. Allow the individual handling the testing call to transfer the fictional caller to another lawyer or staff member or department. Make sure that the transfer successfully connects to the appropriate party, who can then answer the call.

It is important here as well to ensure that the staff knows how the transfer function operates on the new system. Sometimes a setup works well even when employees are not familiar with its workings.

Test voicemail before the switch

In case there is no response to the test call, see what takes place afterwards. You should leave a voicemail and determine where the voicemail is stored and who is supposed to access the message.

You shouldn't confine yourself to checking whether the greeting plays or not. What is really important is what will happen after the caller has left the message. If voicemail is part of the standard procedure in the company, the individuals responsible for answering the voicemails should be able to find and access the test voicemail.

Make an after-hours call

However, there may be something different once the office of the firm closes down for business hours, therefore, check separately.

Dial the main telephone number during those hours when the firm does not operate and hear the message and routing. Check if the call goes to the right after-hour destination, the voice mail facility, or anything else the firm has arranged.

A daytime test can't be used to prove the after-hours way works. If clients can call outside normal office hours, that aspect of the setup deserves its own test.

Confirm the number transfer plan

Transferring an existing number to a new phone system is different from simply creating a new number. Prior to the transfer, the firm needs to know what is taking place regarding the number transfer, when the transfer will be made, and who will check the number when the transfer takes place.

The process and timing can vary depending on the service providers, and therefore the firm needs to use the information about the transfer provided for its specific situation and not assume that all number transfers happen in the same way. What is crucial is having a specific time at which the number will be checked.

Have a fallback arrangement

Despite pre-testing, the company should be aware of what will happen in case the process does not go well after changing the primary number.

It may involve retaining the previous setup based on the company's migration strategy, or knowing the backup communication option or people to contact in case there is no way to reach the number through the new system.

The fallback plan should have been determined earlier rather than in the rush of that hectic morning when customers find it hard to get through.

Follow one caller through the entire setup

One of the easiest means of testing the system is by treating the system as an actual client calling the firm.

Ask somebody not involved in the telephone system to call the firm's number and take the usual route. Take the call to the initial destination and try for a transfer, leave voicemail and test again after hours. Note down what happens at each stage rather than taking it on faith from somebody else that the system looks good.

Such an end-to-end testing may help spot problems which would otherwise escape notice while each part of the system is tested individually.

Make the switch only after the important paths have been tested

The migration of a telephone system is not complete simply because the new configuration is in place. The company's main number is one of the means that customers use to call into the company, and therefore, the actual experience is just as important as the configuration itself.

Before launch, the primary phone number, transfer function, voicemail, off-hours operation, and phone number transfer process need to be tested. It is essential that there is someone who knows how the system should work and how to deal with problems.

The problem with the system will be far easier to deal with during the testing phase rather than after customers have started dialing in.

A short test before launch can be much easier to deal with than discovering a routing problem after clients have already started calling.

AKAVEIL TECHNOLOGIES works with law firms on managed IT and technology changes, including phone-system planning and implementation. If your firm is moving its phone system to Microsoft Teams and wants help planning or testing the transition, visit managed IT services or contact info@akaveil.com.

About Ariel Perez

Ariel Perez is the Founder and CEO of AKAVEIL TECHNOLOGIES, where he works with law firms on Microsoft 365, cybersecurity, cloud infrastructure and AI readiness. His work often involves reviewing the systems, permissions and technology workflows that support day-to-day legal operations.

With nearly two decades of experience in IT, cloud infrastructure and cybersecurity, Ariel helps law firms understand how new technology fits into the environment they already have in place.

For questions about managed IT, Microsoft 365 or technology planning for your law firm, you can write to us at info@akaveil.com.