Contact Center for Microsoft Teams: all you need to know!
Microsoft Teams is currently one of the most popular applications for collaboration in enterprise contexts hence many companies worldwide are now considering its adoption as a Unified Communication system.
But when it comes to advanced UC, some additional functionalities for professional contact centers may be required (at least to date!).
This is the reason why some of the major players in the field of UC applications are proposing contact center solutions for Microsoft Teams. From the architecture point of view, there are currently few options available for Independent Software Vendors that want their contact center applications to integrate with Microsoft Teams to manage incoming calls.
Premise: Teams Client API for call control
We are realizing from questions coming from our customers and prospects that there is a common misconception about what a contact center solution can and can’t do in Microsoft Teams client. Most of the misunderstanding comes from the fact that Teams is so appreciated by enterprises that use it as a hub for teamwork, that they expect it to be as performing from the call center point of view.
Microsoft has released some API for the integration of the console with third-party applications, but call management APIs have not been shared yet. That means that currently, third party applications cannot manage Teams incoming calls directly; as queue management is among the key features of a professional contact center, this implies that without Teams client APIs for call control a contact center has limited fields of action.
In brief, having a contact center integrated into Microsoft Teams console is possible but currently, all UC Independent Software Vendors are facing the same situation: they can offer contact center solutions integrated into Teams with basic call management functionalities. This is still an option suitable for small companies, dealing with one or a few operators, but for large enterprises, it is definitely not profitable.
Does this mean that you cannot have a professional contact center in Microsoft Teams?
Of course, you can!
Simply, the advanced contact center solutions available on the market cannot be integrated into Microsoft Teams client – as per the reason just mentioned, the lack of call control APIs limits the functionality they can technically perform.
Today the only option to deliver a full Contact center for Microsoft Teams is through a UC software that leverages the session Border Controller Direct Routing integration to manage incoming calls. Calls will then be dispatched to agents using a Teams client or a Teams compatible device. Queue status and calls statistics will be visible on a specific browser page that can be integrated into a Teams client tab.
Direct Routing? Yes, but through certified SBCs
Direct Routing is an alternative to Microsoft Calling Plans, allowing you to make calls to external landlines and mobile phones from Microsoft Teams using a Session Border Controller. The SBC allows organizations to connect external phone lines and use Teams as an office phone system. In the Countries/regions where Microsoft Calling Plan is not available, this is the only solution that allows the connection to the Public Switched Telephone Network (PSTN).
There is an official list of the Session Border Controllers certified by Microsoft for Direct Routing in Teams. Here’s the list of certified SBCs.
Microsoft 365 Calling Plans
In order to be able to call external numbers directly from Microsoft Teams, you can use Microsoft itself as your telephony carrier. This is possible adding to your corporate Microsoft 365 accounts a Phone System add-on license and then a calling plan license (you can choose between domestic or international according to your needs).
Calling Plans are not available in every country/region, so you should refer to Microsoft official availability list.
Should you have any doubts about using Microsoft Teams as your UC platform, please reach out! We’ve been working on the integration of our products with Microsoft Teams for 2 years, and we integrate with most of Microsoft Teams certified SBCs.