Posted in MS Teams

Teams Cloud Routing

   September 15, 2024

Microsoft Teams Cloud Call Routing: Overview

Microsoft Teams Cloud Call Routing allows organizations to route incoming and outgoing phone calls through the Microsoft Teams platform. It integrates Microsoft’s Phone System with either Direct Routing or Microsoft Calling Plans to manage calls from the Public Switched Telephone Network (PSTN) directly within Teams. The system provides flexibility, ensuring calls are routed efficiently across your organization, no matter where the users are located.

Cloud call routing enables users to make and receive external phone calls through Teams using Microsoft’s cloud-based services or by connecting to on-premises or third-party telephony systems via Direct Routing.

Microsoft Teams Cloud Call Routing

1. Phone System

  • Function: The core component of Microsoft Teams Cloud Call Routing is the Phone System, a cloud-based Private Branch Exchange (PBX) that provides call control and telephony services within Microsoft Teams.
  • Capabilities:
    • Handles call management features such as call transfer, call forwarding, call queues, and auto attendants.
    • Provides voicemail with transcription, call hold, and call delegation.
    • Allows users to make and receive external calls from their Teams app.

2. Calling Plans

  • Function: Microsoft Calling Plans allow organizations to purchase phone numbers and minutes directly from Microsoft, enabling PSTN connectivity for Teams users without requiring third-party telephony services.
  • Types:
    • Domestic Calling Plan: Allows users to make and receive calls within their country.
    • International Calling Plan: Enables users to call internationally, covering a broader set of countries.
  • Usage: Ideal for small to mid-sized organizations or those that prefer an all-Microsoft solution for telephony.

3. Direct Routing

  • Function: Direct Routing enables organizations to connect their own PSTN services or existing on-premises PBX systems to Microsoft Teams. This is done using a Session Border Controller (SBC) that acts as a bridge between Teams and the external phone network.
  • Capabilities:
    • Allows you to leverage existing telecom contracts, phone numbers, and services.
    • Offers flexibility for hybrid setups where some users are on Teams Calling Plans and others use the existing phone infrastructure.

4. Session Border Controller (SBC)

  • Function: The SBC is the gateway that connects the on-premises telephony system (e.g., PBX) or a third-party SIP trunk provider to Microsoft Teams. It handles protocol translations, secures the communication, and manages call routing.
  • Usage: Required for Direct Routing. It ensures secure signaling and media transfer between Microsoft Teams and the telephony provider.

5. Voice Routing Policies

  • Function: Voice routing policies define how and where calls are routed in Microsoft Teams. Administrators create rules based on the phone number, destination, or time of day to control the flow of outbound calls.
  • Capabilities:
    • Set up routes for specific calls (e.g., international calls through a particular carrier).
    • Apply policies to specific users or groups to manage call routing behavior.
    • Control which phone numbers are used for outgoing calls, especially in hybrid setups.

6. Auto Attendants and Call Queues

  • Auto Attendants: Handle automated call answering, greeting callers, and providing menu options to route calls based on caller input (e.g., “Press 1 for Sales, Press 2 for Support”).
  • Call Queues: Used to manage incoming calls that need to be directed to a group of users (agents). Calls are distributed among available agents in various routing methods (e.g., round-robin, serial, etc.).

7. Cloud Voicemail

  • Function: Microsoft Teams offers cloud-based voicemail, allowing users to receive voicemail messages that are stored in the cloud and accessible via the Teams app.
  • Capabilities:
    • Voicemail transcription: Transcribes voicemail messages so users can read them directly in their inbox.
    • Voicemail forwarding and customization options: Users can forward voicemail or customize voicemail greetings.

Step-by-Step Guide: How to Create and Manage Cloud Call Routing in Microsoft Teams

Here’s a detailed step-by-step guide to configuring Microsoft Teams Cloud Call Routing for your organization, including how to create voice routing policies, manage call routing through the Microsoft Phone System, and set up Direct Routing or Calling Plans.

Step 1: Ensure Required Licensing

To set up cloud call routing in Teams, ensure users have the appropriate Microsoft 365 licenses:

  • Microsoft 365 E5, or
  • Microsoft 365 E1 or E3 with the Phone System add-on.

Additionally, if you plan to use Microsoft Calling Plans, make sure the Calling Plan license is assigned to the users. If you’re using Direct Routing, ensure your SBC is set up.

Step 2: Set Up Phone Numbers

  1. Assign Numbers Using Microsoft Calling Plans:
    • Go to the Microsoft Teams Admin Center.
    • Navigate to Voice > Phone numbers.
    • Click on Add and choose from available phone numbers provided by Microsoft. These numbers can be assigned to users.
  2. Set Up Direct Routing (Optional):
    • If you are using Direct Routing with an SBC, make sure the SBC is properly configured to connect to Microsoft Teams.
    • Go to the Direct Routing section in the Teams Admin Center and ensure your SBC is registered and functioning.

Step 3: Configure Voice Routing Policies

  1. Create a New Voice Route:
    • In the Teams Admin Center, navigate to Voice > Direct Routing > Voice Routing Policies.
    • Click Add to create a new voice routing policy.
    • Define the name of the route (e.g., “US Domestic Calls”).
  2. Assign PSTN Usage:
    • Under the PSTN Usage Records, define how the call should be routed (e.g., whether it goes through Direct Routing via the SBC or uses Microsoft’s Calling Plan).
    • Add the PSTN usage records (these are essentially rules that control which phone numbers or call types will use a particular route).
  3. Assign the Routing Policy to Users:
    • Once your voice routing policies are set, you can assign them to specific users or groups.
    • Go to Users > Manage users, select the user(s), and apply the correct voice routing policy.

Step 4: Configure Auto Attendants and Call Queues

  1. Create an Auto Attendant:
    • In the Teams Admin Center, go to Voice > Auto attendants.
    • Click + Add to create a new auto attendant.
    • Define the name and language for the auto attendant, and configure the greeting message (you can upload an audio file or use text-to-speech).
    • Set up call routing options based on user input (e.g., route calls to specific departments or agents).
  2. Create a Call Queue:
    • Navigate to Voice > Call queues.
    • Click + Add to create a new call queue.
    • Assign a resource account for the queue (this resource account represents the phone number the queue will use).
    • Configure the greeting message, call distribution method (e.g., round-robin, serial), and add agents to the queue.

Step 5: Configure Cloud Voicemail

  1. Enable Cloud Voicemail for Users:
    • Cloud Voicemail is automatically enabled when users have a Phone System license.
    • You can customize voicemail settings by going to Voice > Voicemail settings in the Teams Admin Center.
  2. Set Up Voicemail Transcription:
    • In the voicemail settings, ensure that voicemail transcription is enabled, allowing users to read their voicemail messages within the Teams app or their inbox.

Step 6: Test Call Routing and Voice Policies

  1. Test Inbound and Outbound Calls:
    • Make test calls using Teams clients (desktop, mobile) to ensure that calls are being routed correctly, whether through Direct Routing or Calling Plans.
  2. Verify Auto Attendant and Call Queue Operation:
    • Dial into the auto attendant to ensure it’s functioning as expected (e.g., greeting messages play correctly, and calls are routed based on the menu selections).
    • Check that calls entering the call queue are being distributed to agents properly.

Step 7: Monitor and Manage Call Routing

  1. Use the Call Quality Dashboard:
    • The Call Quality Dashboard in the Teams Admin Center provides real-time analytics and reporting on call quality, dropped calls, and routing performance.
  2. Adjust Routing Policies as Needed:
    • As your organization grows or changes, you may need to adjust your voice routing policies, change phone number assignments, or modify auto attendant menus. You can manage these changes in the Teams Admin Center.

Working and Usage Examples of Microsoft Teams Cloud Call Routing

1. Small Business Using Microsoft Calling Plans

  • A small business in the U.S. uses Microsoft Calling Plans for all employees. Phone numbers are assigned via Microsoft, and all calls are routed through Microsoft’s cloud infrastructure.
  • The company sets up an auto attendant to greet customers and route calls to sales, support, or general inquiries.
  • Voicemail transcription is enabled, and employees can manage calls directly from the Teams app, including forwarding calls to their mobile devices when working remotely.

2. Enterprise with Global Offices Using Direct Routing

  • A multinational company has offices in the U.K., Germany, and the U.S. They use Direct Routing to connect their Teams environment with different local PSTN providers.
  • The company deploys an SBC to manage call routing between Teams and their existing telephony providers. Employees in different regions continue to use their local PSTN services while using Teams as the main interface for calls.
  • Voice routing policies are created to route local calls through the SBC, while international calls are handled via Microsoft’s cloud system.

3. Customer Service Department with Call Queues

  • A company sets up a call queue for their customer service department. Calls to the main support number are routed through the auto attendant, which directs the customer to the appropriate team.
  • Incoming calls are distributed to agents in the call queue using the round-robin method to ensure even call distribution. Agents use the Teams app to manage all their customer calls, and voicemails are sent to a shared inbox.

Microsoft Teams Cloud Call Routing provides a powerful, flexible, and scalable solution for handling phone calls within your organization. By using the Microsoft Phone System with either Calling Plans or Direct Routing, you can integrate Teams with the PSTN, enabling external calling capabilities while centralizing communication on a single platform.

Key components like auto attendants, call queues, and voice routing policies ensure that calls are routed efficiently and handled professionally, no matter the size or structure of the organization. Whether you choose to use Microsoft Calling Plans for simplicity or Direct Routing for more complex telephony environments, Teams Cloud Call Routing offers the flexibility needed to meet your organization’s communication needs.

Share: XFacebookPinterestLinkedin
Author: tonyhughes