We're here to help, 24x7

Telstra Calling for Office 365

by Community Manager ‎21-06-2018 09:28 PM - edited ‎22-06-2018 03:27 AM

What Microsoft Office 365 licences are required for Telstra Calling for Office 365 (TCO365)?

You must have the below pre-requisite licence subscriptions in Office 365 for each of your users in order for TCO365 to be utilised:

 

  • Microsoft 365 Enterprise E5
  • Microsoft 365 Enterprise E3 + Phone System
  • Microsoft Office 365 Enterprise E5
  • Microsoft Office 365 Enterprise E3 + Phone System
  • Microsoft Office 365 Enterprise E1 + Phone System
  • Microsoft Office Business Premium + Skype for Business (Plan 2) + Phone System
  • Microsoft Office 365 Education A5 for Faculty (must have a valid school email address to qualify)
  • Microsoft Office 365 Education A5 for Students (must have a valid school email address to qualify)
  • Office 365 Enterprise E5 (NFP)
  • Office 365 Enterprise E3 (NFP) + Phone System
  • Office 365 Enterprise E1 (NFP) + Phone System
  • Common Area Phone

The Phone System is a mandatory requirement as it provides calling capabilities that support Telstra Calling for Office 365. E5 subscriptions and Common Area Phone include Phone System.

 

Do I need to purchase pre-requisite Microsoft licences from Telstra?

If you currently purchase your licences from another Microsoft Cloud Solution Provider (CSP), then you will need to move your pre-requisite licence subscriptions to Telstra in order to purchase Telstra Calling for Office 365.

Customers under a Microsoft Enterprise Agreement (EA) can continue with their pre-requisite licences provided from Microsoft directly, and purchase Telstra Calling for Office 365 separately from Telstra.

 

Does Telstra have to be my Microsoft Cloud Solution Provider (CSP)?

Yes, you must authorise Telstra as your delegate CSP in order to purchase Telstra Calling for Office 365. This is even the case when your pre-requisite licence subscriptions are with Microsoft Enterprise Agreement (EA).

 

Why does Telstra have to be my Microsoft Cloud Solution Provider (CSP)?

Telstra must be a CSP for your Office 365 service in order to provide assurance and support for this voice calling service.  Telstra must therefore remain an ongoing administrator of your tenancy for the duration you are using TCO365.  Telstra would not be in a position to comply with assurance service levels and therefore reserves the right to cancel your Telstra Calling for Office 365 as it becomes an unsupported service configuration.

 

In addition to this, all current and future pre-requisite licences must be linked to the TCO365 licences in the Microsoft Administrator portal in order for Telstra to provide support of the service. 

 

How do I transfer licences from another CSP to Telstra?

Fill in this form: https://say.telstra.com.au/customer/general/forms/adding-telstra-as-your-cloud-solution-provider

 

Where can I find pricing for required/compatible Microsoft licences?

Visit the Telstra Apps Marketplace (TAM): https://marketplace.telstra.com/home

 

Where can I purchase pre-requisite Microsoft licences?

Visit the Telstra Apps Marketplace (TAM): https://marketplace.telstra.com/home

 

Can my Microsoft tenancy be located outside of Australia?

No, your Office365 tenancy must be within Australia. This is due to the licencing structure of Microsoft CSP.  The Telstra Apps Marketplace (TAM) is unable to add Australian licence subscriptions (including TCO365) to non-Australian tenancies. 

 

Are compatible non-for-profits Microsoft licences available?

The below compatible Microsoft Office 365 non-for-profit licences will be available in time for general availability of TCO365:

  • Office 365 Enterprise E5 (NFP)
  • Office 365 Enterprise E3 (NFP) + Phone System
  • Office 365 Enterprise E1 (NFP) + Phone System

 

Calling Service

 

Can I extend the service to users outside of Australia?

Telstra Calling for Office 365 is currently only available in Australia to Australian businesses.  Customers must have an ACN/ABN to qualify, and must be a Telstra customer. It is possible to use the service temporarily while overseas but Telstra can only support the use under a ‘best efforts’ bases.

 

How do I find out if I’m eligible to purchase Telstra Calling for Office 365? 

Please fill out this form: https://say.telstra.com.au/customer/general/forms/telstra-calling-365

We will be in touch with you shortly.

 

Eligible customers are Telstra Enterprise and Premium Business customers.  Please note that if you are a small business customer, you may not qualify or be eligible for Telstra Calling for Office 365.

 

Consenting Support

 

Does TCO365 use off-shore data handling or support services?

Yes, Telstra provides a service desk as part of the Telstra Calling for Office 365 (TCO365) service.  This service desk may provide its service from within Australia or from overseas. The service desk is a single point of contact for customer administration support, incident and service request management in relation to your TCO365 Service. 

Customer Data (including Personal Information as defined in the Privacy Act 1988 (Cth) collected through a Microsoft Cloud Service may be transferred and stored and processed in the United States, Australia, Singapore or any other country in which Microsoft or its service providers and their subcontractors maintain facilities. This applies to TCO365.

 

Number Management, Migration and Porting

 

Is premium number call barring available when using TCO365?

The calling capabilities of end users who utilise the TCO365 service is dependent on Office 365 feature capabilities. Premium numbers such as 19xx numbers, 1234, 12456, 13 and 1300 numbers cannot be barred.  Microsoft are working on a feature improvement in the future that will allow the configuration of this type of barring for each end user.

 

How do I migrate my existing Telstra phone numbers to Telstra Calling for Office 365?

Our project team will work with you on a site-by-site basis to manage the migration of your Telstra phone numbers to Telstra Calling for Office 365. Through our service discovery and detailing stages, we will assess and validate the eligibility of your existing numbers. Once validated, Telstra can configure your number into Microsoft Office 365.

Migration is a gradual experience for several popular Telstra services, due to an interim migration cutover phase that allows the user to make and receive calls via TCO365 while using the existing service in parallel.  We will provide you with an 1800 number, which you can use to forward calls from your previous service. When all testing is satisfactory, Telstra can then cut you over to TCO365 in its entirety. 

 

How do I port my existing phone number to/from Telstra Calling for Office 365?

Local number portability is available if you want to switch phone service providers but keep your existing telephone numbers.

To port your number from another provider to Telstra, speak to your Account Executive. Telstra will be in touch to obtain further details on these numbers to commence the process. We will work with you and your previous provider to ensure a simple and smooth transition. Telstra charges for this service as part of a Professional Service package.

To port your Telstra number to another provider, you will need to raise this request with your new provider. They will then contact Telstra directly to arrange this process.

 

How do I set up new users with TCO365?

You will need to have purchased a new Telstra Calling for Office 365 calling plan to allocate to a new user. You will need to also request new phone numbers from Telstra at the same time unless you already have spare numbers you can use. 

You can purchase a calling plan and request new numbers via the Telstra Apps Marketplace. Then use the Office 365 Administration Centre to allocate this plan and phone number to your new user. Once allocated, a dial pad will appear in their Office 365 Skype for Business or Teams client and they can start making calls.

 

What phone numbers can I use with my service?

TCO365 phone numbers are standard Full National phone numbers (i.e. 02 xxxx xxxx, or 03 xxxx xxxx). There are no special or premium 13x or 1800 numbers allocated directly into Office 365.  These numbers can only be purchased separately and then directed to a TCO365 full national phone number. 

 

Service Desk

 

Is a help desk provided with the service?

Telstra provides a service desk as part of the TCO365 service.  The support desk contact details will be sent to you when the service is fully commissioned in our support system. 

 

The service desk is a single point of contact for the initial triage and diagnostics of all elements of the TCO365 service.  The service desk is available 24 hours a day, 7 days a week with limited support after hours for incident reporting. 

 

Customer Experience Packages

 

What are the Customer Experience Packages?

Complimentary Customer Experience Packages are available with selected purchases of TCO365 to help you get the most of your solution. These packages are included for TCO365 purchases of 50 seats or more across the entire organisation. You also have the option to purchase additional packages if required at any time.

 

These packages are available on an annual bases for the duration of the contract and any contract extensions. The scope of the Customer Experience Package is dependent on the volume of TCO365 purchased at the time the package is utilised. These packages may change in scope from time to time, and Telstra maintains the right to remove these packages all together at any time during a contract.

 

To find out more, please refer to the Customer Experience Packages One Pager