Page 9 · Operate
Responsibility Matrix
A clear view of who owns what — so onboarding, incidents and change requests always reach the right team.
Customer
- Business Hours
- Call Flow Design
- Agent Membership
- Greetings
- Departments
Ctelo
- Telephony Platform
- Number Porting
- Voice Routing
- Provisioning
- Monitoring
- Reporting
- Service Management
Microsoft
- Teams Platform
- Microsoft Entra ID
- Auto Attendants
- Call Queues
- Teams Phone Services
How to read this matrix
The customer owns what the phone system should do (business flow). Microsoft owns the underlying Teams and identity platform. Ctelo Voice owns the operational and telephony layer — the plumbing that connects the two — plus lifecycle activities like provisioning, porting and monitoring.