it's about projects
Starting point is a conversation with the customer. Requirements are recorded and these are compared with the options offered by a UC&C environment. Depending on the results of an initial analysis, there are several solutions to choose from.
It's the customers choice which steps should be done . Those steps include planning, design, implementation and last but not least documentation and preparation for any certification requirements.
Sometimes only individual topics are desired - for example troubleshooting or an extension to support new features or replace some existing component.