Issue link: https://epubs.iltanet.org/i/27653
• Dialing directly from Outlook (without having to look up phone numbers) saves time, and just makes life a little bit easier. •On-screen caller ID (linked to Outlook contacts) allows us to be a little more prepared to handle client calls with a bit more of a personal touch. Or I can send those calls from toll-free numbers we all love so much directly to voicemail! WHICH PLATFORM? Like many firms, Microsoft technologies abound at MC, so Microsoft was a natural contender for our UC needs. We began exploring the possibilities in the context of Microsoft’s UC solution and, while we did look at competing alternatives, we ultimately chose Microsoft Office Communications Server 2007 (OCS). It’s All About Integration… Like it or not, we live in a Microsoft world. Lawyers live in Outlook. We felt whatever we chose for UC needed to be an integral part of the natural workflow, not an add-on. …And Cost Okay, maybe it’s not all about integration. Again, like many firms, MC has invested in a Microsoft Enterprise Agreement. One of the benefits of an EA is the ability to bundle client licensing for many products. We found that client licensing for UC was very affordable, and included other benefits that offered good value to the firm. HOW UNIFIED? Once we were convinced UC made sense for MC, the next question was, “How far do we go with this, and 18 Exchange 2010 ILTA White Paper how fast?” The fundamental question was whether to do voice as part of the initial rollout, or to take a more cautious approach and introduce technologies like presence and IM first, integrating voice later. When to Include Voice… Considering the importance of phone service to a law firm, and the long history of reliable telephone service to which we have all become accustomed, this is a very serious question. If we consider not including voice as an option, however, the benefits of UC start to quickly fade. In fact, it would not really be UC without integrated voice: • No presence updates when you are on the phone • No dialing from Outlook • No voice mobility • Maybe not even unified messaging That quickly became an unacceptable option. Taking a cautious and slow approach to UC risks it being seen as an optional technology. The firm’s approach to integration was to get everyone all-in as quickly as possible, while managing the risks of doing that. …And How? So if we are including voice at the outset, what exactly does that mean? There are two basic options. • Integrate with the legacy PBX: Most UC solutions, including OCS, can integrate at some level with your existing PBX. This has the advantage of less change for end users, and less risk to telephone reliability. The disadvantage is increased complexity, some compromises to functionality and