01 / THE PRACTICAL DIFFERENCE
Count people and numbers separately
Record calling users, DIDs, shared lines, reception queues, and numbers that must be retained. A user and a direct phone number are different quantities.
02 / THE PRACTICAL DIFFERENCE
Describe the customer journey
What happens when a customer calls during business hours, after hours, or when the intended person is unavailable? Document transfers, voicemail ownership, and escalation so the design follows real work.
03 / THE PRACTICAL DIFFERENCE
Coordinate the rollout
Discuss sites, internet dependencies, porting, training, fallback, and emergency-location responsibilities. Review service-specific 911, SMS, and recording notices before the corresponding capabilities go live.