Introduction
What is MS Teams?
Microsoft Teams was launched in 2017 and it is an upgraded version of Skype for business and Microsoft Lync. It is a persistent chat-based collaboration platform complete with document sharing, online meetings, and many more extremely useful features for business communications.
In 2018 Microsoft released a version including the function for the platform to be used as full telephony (PBX) and they call it “Direct Routing” that allows organizations to connect external phone lines and use Teams as an office phone system.
What is CPaaS Teams UC?
Teams UC enables businesses to make and receive PSTN & Mobile calls to/from regular telephone numbers by simply using the MS Teams App. MS Teams Connector can also work with other CPaaS Modules like DNC, auto-attendant, call center, call recording, etc. to suit the organizations’ specific needs.
Problem Statement & Solution
COVID-19
Statement: Businesses are starting to switch up. They would want seamless interaction with their customers.
Solution: Combining Fixed phone number with MS Teams makes business number accessible to the employees on any device no matter where they are.
Complexity
Statement: Integration of hardware with modern communications & collaborative tools can be complex.
Solution: No need for on-premise equipment/hardware that may need maintenance or support, freeing up your IT department for more value-adding work
Cost
Statement: Cost expenditures are generally an issue for businesses
Solution: Monthly Subscription model with no upfront investment required. Enjoy free unlimited local calls.
Product Construct
| Standard integration | CloudPBX integration | Call Center integration | ||
|---|---|---|---|---|
| CPaaS apps integration | Bizphone MS Teams license (Extension) | ✓ | ✓ | ✓ |
| Virtual Line (Auto attendant) | ✓ | ✓ | ||
| Wallboard (Call center) | ✓ | |||
| Call Recording | Optional | Optional | Optional | |
| Global DNC | Optional | Optional | Optional | |
| Features | MS Teams Direct Routing: make outgoing and receive normal calls | ✓ | ✓ | ✓ |
| MS Teams Call Forwarding | ✓ | ✓ | ✓ | |
| MS Teams Voicemail | ✓ | ✓ | ✓ | |
| MS Teams Delegation | ✓ | ✓ | ✓ | |
| MS Teams Call Transfer | ✓ | ✓ | ✓ | |
| Number Retention | ✓ | ✓ | ✓ | |
| CPaaS Extension module | ✓ | ✓ | ✓ | |
| CPaaS Auto Attendant module | ✓ | ✓ | ||
| CPaaS Call Center module | ✓ | |||
| CPaaS Call Recording module | Optional | Optional | Optional | |
| CPaaS DNC module | Optional | Optional | Optional |
Call Journey
Standard Integration (make/receive a normal call by MS Teams with a direct number)
CloudPBX Integration
MS Teams User Interfaces
The following screenshots present the MS Teams interfaces:
- MS Teams Outgoing Call
- Login your MS Teams account > Go to Calls > Dial a Number > Enter contact > Call
- MS Teams Incoming Call
- On both Web, Mobile and Desktop App, users will see an incoming call notification. Click on the Green Call button to pick up the incoming call.
