The switch to Skype telephony: the facts

Staff will be able to make and receive calls through computers and other devices with a new public phone number and extension. Many of us already use Skype so there will be little learning required. However, ICT and WorkSmart will be on hand for support and all staff will receive regular updates.

How it will work:
• Phased roll-out over the next two years on a site-by-site basis.
• When it is your team’s turn for the transition, you will get a new telephone number, a headset, a thorough briefing and a step-by-step guide.
• You will be able to start using laptops, computers and other devices for phone calls.

Why it’s a good thing:
• The new process will generate £500,000 of savings.
• Enhanced flexible working: communications will no longer be tied to a physical location, specific device or mode of contact.
• No need to forward your phone when you change location.
• Easy access to missed calls and voicemails from your e-mail inbox.
• Combine phone calls, instant messaging, e-mail and conferencing in a single tool.
• Reduced cost of travelling to meetings.
• Reduced requirements for physical meeting rooms.
• One step closer to One Council as most numbers will share the same area code.

Where we are right now:
Some of your colleagues in Inverurie (Harlaw Way, Lochter House construction depot and Inverurie repair depot) are trialling the technology. They were selected due to their high telephony costs.

The pilot includes a four-week transition to change numbers and give feedback. These responses will shape the schedule for introducing Skype telephony on a wider scale and the progress will be shared with all staff.

By the start of October, it is hoped that ICT will be able to plan the roll-out and advise services of planned switchover dates – teams will get a substantial amount of time to prepare.

Do I need to do anything now?
Yes! Although your switchover date could be up to two years away, there is important preparatory work. Start thinking that in two years at most, you will have a new telephone number and consider changes you will need to make in accordance with this.

Do you advertise telephone contact details, other than a Contact Centre number, on public-facing flyers, posters, signage, vehicles, booklets or any other materials? If so, be conservative with future orders and consider prepping support departments for your requests for new materials.  For assistance in spreading this message externally, please contact AskComms. For assistance in design materials, please contact Design and Print.

Will it impact my service or team?
Yes – as above, consider where your number is displayed, whether publically or internally, and think economically about this going forward.

There is no record of which teams advertise their services so everyone should take time to consider where this applies to them.

Could this link with anything else I’m currently working on?
Yes – bear in mind that some people will have their phone numbers on Arcadia, which is currently having new service pages built. If you want to put your new numbers on your page, we would recommend not changing the current WordPress page, but using this as an opportunity to build your new pages – make your new Arcadia pages live with the right information.

For your information:
• You will be kept as informed as possible throughout the process.
• This work doesn’t affect services operated by the Contact Centre or 0800 numbers.
• Public-facing buildings, such as schools, can retain their local code.
• People can still make calls to your Skype telephone number from a regular telephone.

Any further questions? Perhaps our FAQs can assist…

Can I join the pilot?
Unfortunately not – it has already begun and new participants cannot be added.

When can I find out more?
We hope to have a rough roll-out distributed in October but will keep staff informed of progress at regular intervals.

What will my number change to?
We will be able to advise on new numbers during roll-out but it’s likely they will all begin with an 01467 area code. However, public-facing buildings, such as schools, can retain their local code.

Can I retain my number?
It’s unlikely. Please discuss with your Head of Service.

What will happen to my old number after the transition?
It will be decommissioned and not reachable. Callers will receive a ‘number not in service’ tone from their provider.

Can people still use a telephone to call me via my Skype headset?
Yes, people can make calls to your new number from a traditional telephone or mobile as they normally would, or from their own Skype telephone number.

Can I use Skype to call externally as well as internally?
Yes.

I’m reluctant to use a headset…
Handsets will be available and this can be discussed when it comes to roll-out for your team.

What about staff without devices; will there be any desk phones?
Yes – you’ll be able to make use of Skype desk phones, soon available for order from the ICT hardware catalogue.

What if we need a team number?
For those without individual devices, there will be a team number with a handset available.

Will I still have voicemail?
Yes – voicemail will be delivered to your inbox and you can listen via Outlook or Skype. You will also be able to dial in to a voicemail access number from any phone to listen.

Will everything now be in one place, on Skype?
Yes – everything below will be available through Skype:
• Live communications (voice calls, video calls, instant messaging)
• Conferencing (audio, video, web, audio and web combined)
• Messaging (e-mail, voice messages)

How will I be able to access Skype?
From any council-issued device (desktop, laptop, tablet, smartphone) or from your own device (although this won’t include secure e-mail).

Will I need new signage/stationary/business cards?
Yes – and you can start planning for this now. Be conservative with future orders and consider prepping support departments for your requests for new materials.  For assistance in spreading this message externally, please contact AskComms. For assistance in design materials, please contact Design and Print.

Will I need to change my e-mail signature?
Yes – we’ll let you know about instant changes like this in a step-by-step guide that you’ll be supplied with during roll-out.

Will I need to update the website?
For numbers you manage, yes.

Once I am on Skype, how will I dial someone if I don’t have their number in my address book?
Simply type the number into your Skype search bar and press enter to call. Alternatively, use the dial pad on Skype itself – but you won’t be able to see that until you’re enabled for Skype telephony. You could also add a new contact to your Outlook ‘People’ tab and it would become available in Skype.

Will Skype calling work for conference calls with people outside Aberdeenshire Council?
Yes, although if the conference service uses a chargeable number (one that doesn’t begin with 01, 02 or 03) then the customer may need to request access to premium numbers through the ICT service desk.

Still have a burning question? Please send an e-mail to the project mailbox.