Throughout the implementation, go-live and support lifetime, we will endeavor to have a DEDICATED ENGINEER assigned to your company. This is a unique approach we take because we know it has big benefits for you. It means your engineer is fully aware of your needs and situation. No need to tell them how important a particular issue is – they will always know. No need to tell them how your business works – they will already know.

Timeline. For budgetary purposes, you can use the following implementation timescales. NOTE, we operate a 2 week shutdown over the Christmas period, usually from December 20 to Jan 4th, inclusive.
– Short – most work done by Dynamics Telephony – 1 month
– Long – work spread over various partners – 3 months

Risks. Here are some common risks to the project, and what we do to minimize them:
– Install issues. We will require early access to a sample end-user environment to identify any install issues up front.
– Network & Security Issues. We will require early access to an end-user environment, along with sandbox CRM and Telephony to identify any network issues up front.

Milestones. Here are some project dependencies/milestones to monitor during the typical project
– Dataverse SDK access via Service User created. This Service User is a client-secret application user configured in Azure Portal.
– UAT environment and test cases agreed.
– IT Support and User Training ready.

If the project is projected to be too long, then we recommend phasing as 1)Outbound operations and 2)Inbound operations.

Project Team Members.

• Project Manager. Overall responsibility. See timeline above to estimate commitment required
• Telephony. The person who creates new users on the phone system, or writes the procedure for this. The person who can provide credentials and network access to the Telephony API. Telephony security prime.
• Users. A prime user of CRM for the use cases envisaged.
• CRM. CRM architecture prime. CRM security prime.
• Training. The person who writes the user training guides.
• Support. The person who provides guides to first line IT support of CRM/Telephony users.
  

Each member of the team will need to attend a presentation of the DT Client and Q&A on their tasks and impacts.
Following on from that, test users will need to be set up on the phone system and CRM. DT engineers will require access to these.
Depending on complexity, about a day of effort might be required to update training materials for the users.