Without knowing the specifics of your Product Backlog, a concrete answer isn't possible. However, some general guidance on crafting effective user stories may help.
The user in user stories need not be an actual end-user. Rather, it is a viewpoint character that provides context for development and validation of a feature. If you can't identify a person or role that would find value in a given feature, then you may want to revise your backlog so that it represents features rather than tasks, or decompose your stories further until a value consumer is discovered.
Viewpoints in User Stories
A user in a user story can be any actor that would derive value from the feature. Some possible users for your scenario might be:
- End-users of the communication extension.
- A specific role staffed at the customer site.
- An administrator or operator of the communication system.
- A network engineer supporting the infrastructure that your product relies on.
Identifying this user provides context, as implementation details are not part of a user story. The viewpoint helps the developers craft a solution from a feature-consumer's point of view, and often highlights the acceptance testing criteria necessary to ensure the feature is designed and built properly.
In cases where an actual person is defined as the user, then the story can also act as a conversation placeholder for starting a dialog with the person about the implementation of the feature. For example, if Joe the Administrator is the defined user, then the development team can work directly with Joe to clarify details or flush out issues encountered during the sprint.
Identify Value Consumers Through Feature Decomposition
Stories without a viewpoint are often a project smell. It may indicate:
- A plan-driven (rather than feature-driven) Product Backlog.
- "Stories" that are specifications rather than user stories in the agile sense.
- Featuritis that violates the YAGNI principle.
- Themes or epics that haven't been decomposed well enough to identify who will receive value from the feature.
- A story, epic, or theme that has been added to the Product Backlog without value-based prioritization by the Product Owner.
There are certainly other reasons why your stories may lack a user-centric viewpoint, but the list above is a useful starting point for introspecting your backlog grooming process.
In many cases, restructuring your Product Backlog to contain features rather than tasks is a great first step. Once you've done that, you should decompose the features until each feature has some quantifiable value and identified the likely consumer of that value. This process not only helps you write better user stories, but will also help the Product owner to properly prioritize stories within the Product Backlog.