UCaaS: Voice & Meetings
We design, secure, and run your phone system and meeting stack so it actually supports the business.
Microsoft Teams Phone, Zoom Phone, Cytracom. Numbers, routing, IVR, after-hours logic, E911, recordings, retention, and quality. We build it, document it, and keep it compliant — without 14 vendors and “who do we call for this?”
See Engagement Model ↗
What’s broken right now
Voice and conferencing became critical infrastructure
The “phone system” is now: your sales queue, your emergency contact method, your legal record, and your client experience. But most orgs are duct-taping mobile numbers, Zoom links, and Teams calls with zero governance.
Routing is tribal knowledge
“If it’s after 5, press 2 and it rings Joe’s cell unless he’s on call, then…”
Call flow lives in one person’s head. No diagram. No audit trail.
E911 / compliance gaps
Remote users, shared desks, branch offices — do emergency services know where to send help?
Are you actually compliant, or just assuming?
Too many vendors
Phones from one provider, meetings from another, SMS from a third,
and IT stuck being “tier 1 support” for all of them.
No retention discipline
Call recordings, voicemail, and meeting recordings float around forever —
or get deleted with no record. That’s a legal problem either way.
The hidden bill
Bad call flow isn’t just “annoying,” it’s reputational and regulatory
Missed sales calls, customers trapped in infinite hold loops, emergency lines that don’t reach the right people, and recordings no one can find. We harden all of that and hand you proof.
Business Impact
Every Single Day
Your phone experience is literally how customers judge if you’re “professional.”
Your meeting experience is how prospects judge if you’re “real.”
- Leads hit voicemail with no escalation path
- Calls dropped or misrouted between locations
- After-hours “emergency” rings someone who left 6 months ago
- Zoom / Teams links double-booked, “who’s hosting this?” chaos
- Sales wants recordings, Legal wants retention — no one has either
Liability & Compliance
When It Really Matters
Regulators, insurers, and attorneys don’t care that “IT was busy.”
They care whether you can prove who was reachable, what was said, and how fast you escalated.
- No documented on-call escalation or emergency routing
- Inaccurate E911 location data for remote / hoteling workers
- No chain of custody for recorded calls or board meetings
- Retention policies that don’t match your contracts
- Shadow numbers being used for client communication (no logging)
What we actually do
We become your voice & meetings operations layer
Microsoft Teams Phone • Zoom Phone • Cytracom • Zoom Meetings • Teams Meetings. You approve call flow and policy — we implement, document, and enforce.
Number Procurement & Porting
We secure new DID blocks, port in legacy numbers, configure CNAM,
and make sure caller ID matches your brand — not an old location.
Call Flow / IVR / Queues
Auto attendants, IVR menus, hunt groups, overflow rules, after-hours logic.
You get a living diagram and change log, not “I think Bob set that up.”
E911 & Compliance Mapping
We align emergency routing, location data, and alerting for HQ, branches,
remote workers, and hoteling desks — and keep the records current.
Meetings Governance
Teams / Zoom policy hardening: recordings, guests, waiting rooms,
executive calls, and “who can share what.”
You’re not guessing in front of a client.
Retention & Recording Policy
We implement retention, access, and review policy for voicemails,
call recordings, and meeting recordings — so Legal can get evidence and
Sales can get coaching, without spraying data everywhere.
Quality & Utilization Reporting
Monthly summary: call volume, missed calls, queue wait times,
abandoned calls, call quality, meeting usage, licensing
— plus what we fixed and what changed.
Service & Cost
Unified voice and meetings, managed like critical infrastructure
We architect your call flow once, migrate numbers, normalize policy — then we stay on as the operating team. You don’t need four vendors or “that one phone person” anymore.
UCaaS: Voice & Meetings Program
We design, secure, and run your calling and conferencing stack
(Teams Phone / Zoom Phone / Cytracom + Zoom or Teams Meetings).
This includes ongoing change control, routing updates, compliance upkeep, and reporting.
Statement of Work (SOW)
implementation & migration
Scoped per environment:
-
Call flow + queue architecture
Auto attendants, IVR logic, escalation, after-hours handling, emergency routing. Delivered as a diagram and change-controlled. -
Number procurement / porting / E911
We handle carrier wrangling, CNAM, address validation, and branch/remote E911 mapping. -
Meetings policy baseline
Recording retention, guest access, sharing rules, executive handling in Teams / Zoom, aligned to legal and HR expectations.
This is the “get it right” phase. We standardize and document
the voice/meetings layer so it can actually be operated.
Managed UCaaS Operation
ongoing monthly service
We act as the admin of record for your voice & meetings environment:
- Adds / moves / changes to call routing, queues, users, phones, and voicemail
- Onboarding/offboarding for phone extensions, hunt groups, and meeting policies
- Ongoing E911 location maintenance for remote/hybrid staff
- Quarterly quality & utilization reporting for leadership
- Retention / recording policy enforcement and proof
Monthly cost is based on seat count, site count, and call flow complexity.
Licensing (Teams Phone, Zoom Phone, Cytracom, etc.) is billed separately.
- We document the current call flow so leadership can see who answers what
- We standardize after-hours and “escalate to human” behavior
- We align outbound caller ID, branding, and greetings
- We make sure recordings and voicemails aren’t sitting in random inboxes forever
You stay in control of who’s allowed to approve routing / policy changes.
We execute changes, keep evidence, and surface risk.
Side by side
DIY vs letting us run UCaaS
Scroll sideways on mobile. “DIY / Internal IT” usually means the phone system was bolted together one urgent request at a time.
| Capability | DIY / Internal IT | Digerati UCaaS: Voice & Meetings |
|---|---|---|
| Call flow / IVR design | “Call this person if no one picks up” | ✓ Documented queues, overflow, after-hours logic, escalation map |
| E911 coverage for hybrid teams | Hope the carrier has the right address | ✓ Validated per site / remote user, with location mapping |
| Number procurement / porting | Random account logins and carrier tickets | ✓ Centralized: CNAM, DID blocks, vanity, rollovers, DR backup |
| Teams / Zoom meeting governance | Anyone can record anything, share anywhere | ✓ Enforced guest, record, retention, and exec rules |
| On/offboarding for voice | “Did we remove their extension?” | ✓ Defined JML workflow for phones, queues, voicemail greetings |
| After-hours / emergency handling | Forward to someone’s cell… maybe | ✓ SLA-based escalation with audit trail / timestamp |
| Retention & call recording policy | Stored forever in inboxes or auto-deleted | ✓ Policy-based access, retention duration, retrieval on demand |
| Quality & utilization reporting | “People say calls sound bad” | ✓ Monthly dashboard: volume, missed calls, queue wait, call quality |
| Who owns changes day-to-day | Whoever on IT isn’t busy | ✓ Digerati Experts (with your approval gates) |
| Who talks to the carrier / vendor | You do | ✓ We do — changes are documented and reported back |
Your phones, queues, meetings, recordings, and emergency routing need an owner
If the current answer is “ask IT and hope,” we’ll map it, fix it, and operate it. You get call reliability, compliance evidence, and a calm escalation path.
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