Government organizations are increasingly adopting Microsoft Teams as their primary collaboration platform, usually from a single Microsoft 365 ‘super’ tenant. However, this presents the challenge of delivering services to individual government agencies with unique needs and requirements.<\/span><\/p>\nIn this case, the organization had over 1,000 administrators across multiple agencies. So, giving them access to make changes directly through the Microsoft 365, Azure, and Teams admin centers was not feasible.<\/span><\/p>\nVOSS addressed this issue with a built-in hierarchy that divided the tenant into subunits, each with its own services, users, phone numbers, and devices. Each agency could then inherit service definitions from the global tenant while adding its own customization to meet specific needs. This approach allowed for usage reporting at a unit level, enabling each agency to be charged accurately and automatically.<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>
Managing the mix<\/h4><\/div>![](\"https:\/\/voss-media.imgix.net\/2024\/04\/multi-tenant-icon.png?auto=compress%2Cformat&fit=crop&h=150&ixlib=php-3.3.1&w=150&wpsize=thumbnail\" "\\"multi-tenant-icon\\"")
<\/span><\/div><\/div><\/div>These scenarios inevitably involve a mix of vendors, technologies, and operator services, and this project was no exception. It included the existing Cisco PBX, Microsoft Teams Phone, Microsoft calling plans, Teams Phone Mobile, Operator Connect, and two operators providing PSTN access.<\/span><\/p>\nVOSS Automate managed this mix in a single portal, offering a consistent view of users, services, and numbers.<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>
Managing the scale<\/h4><\/div>![\"expand](\"https:\/\/voss-media.imgix.net\/2024\/04\/expand-scale-icon.png?auto=compress%2Cformat&fit=crop&h=150&ixlib=php-3.3.1&w=150&wpsize=thumbnail\" "\\"expand-scale-icon\\"")
<\/span><\/div><\/div><\/div>One of the main challenges was managing the scale of the solution and the numerous administrators dispersed across various agencies. VOSS utilized the existing multi-node administration solution, hosted in different physical locations. This provided adequate compute power and resilience in case a specific location went offline.<\/span><\/p>\nIntegrating Microsoft Teams Phone was cost-efficient and quick. The hierarchy concept provided a way to segment and navigate the large user base. Workflow enhancements for Microsoft Teams minimized training for existing service agents.<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>