Microsoft Teams VoIP Personas and Devices

Information Technology Services, in partnership with several constituents across the university, has worked with our VoIP Project partner, Continuant, to identify a handful of personas to categorize how our users work and interact with the phone system.  Each persona will have a corresponding device that will best support the type of work that is captured by the persona.


User Personas

Administrative Assistants

This persona includes administrative assistants, Executives, and Deans.  The intent of this persona is to capture Individuals who are highly dependent on communicating seamlessly and staying connected.  These users need to be able to quickly respond to calls and messages and forward them to the appropriate individual and they spend a significant portion of their day answering phones.

General Mobile Users

This persona includes the majority of the employees at the university, including full-time faculty, staff, and contract professionals.  The intent of this persona is to capture the majority of our users who fill a variety of roles and are not always tied to a desk.  Users in this category need to have the flexibility of answering calls when in the office, moving between meetings, or away from campus entirely.  

General Stationary Users

This persona includes call center staff and other users who are generally tied to their desks.  These users may fill a variety of roles within the university and spend more than couple of hours on the phone.  The intent of this persona is to capture users who spend a lot of time of the phone and who do not leave their office/cubicle frequently, but spend less time on calls than administrative assistants.

Student Employees/Shared Phones/Welcome Desks/Information Desks

This persona includes all of the numbers that are not assigned to a single individual, including shared phones and student employees.  


VoIP Devices for Each Persona

Administrative Assistants

These users will be receiving new Poly CCX 500 phones. Information about these phones from the manufacturer can be found by clicking here.

CCX400

To help users get started, please see the Poly CCX 500 Quick Reference Guide.

General Mobile Users

These users will be receiving new Poly Voyager UC Focus wireless (bluetooth) headsets. These headsets are intended to support the mobility requirements and the current work-from-home situation. Information about these headsets from the manufacturer can be found by clicking here.

VoyagerUCFocus

To help users get started, please see the Poly Voyager UC Quick Reference Guide.

General Stationary Users

These users will be receiving new Poly Blackwire 3300 Series corded headsets. Information about these headsets from the manufacturer can be found by clicking here.

Blackwire3300

To help users get started, please see the Poly Blackwire 3300 Series Quick Reference Guide.

Student Employees/Shared Phones/Welcome Desks/Information Desks

These users will be receiving new Poly CCX 400 phones. Information about these phones from the manufacturer can be found by clicking here.

CCX400

To help users get started, please see the Poly CCX 400 Quick Reference Guide.