Microsoft Teams attendant and call center deep dive workshop

You know telephony in Skype for Business and perhaps in Microsoft Teams, but do you know how to include attendants, call center agents, receptionists, IT-helpdesk, or other call groups into the Teams telephony equation? This workshop is a full day of deep-diving into the wonders of call routing happening in the cloud.

We will dive into the capabilities, and limitations, of the built-in call routing features in Office 365 and Microsoft Teams, like Auto Attendant, Call Queue, and group call pickup.

We will introduce you to the newly released Microsoft Graph Communications and Presence APIs with all-new calling and telephony capabilities. We will also look into what third party vendors such as Competella, Enghouse and Tendfor, can add to your attendant routing to meet the entire organizations’ telephony needs. We will also look in to call recording and the new Compliance Recording API.

Very few voice implementations are “greenfield” therefore; we will discuss what to take into account when transitioning from legacy phone systems, as well as Skype for Business Enterprise Voice implementations to Microsoft Teams and cloud voice.

What you will learn

During the workshop, you will learn and understand the concepts of built in group calling and their capabilities. You will also learn about how third party vendors can integrate in to the solution.

Topics covered during the day

  • Introduction to Microsoft Teams and Voice
    • Direct Routing vs. Calling Plans
    • Licensing
    • Basic calling features
    • User numbers vs Service numbers
    • How to migrate voice from Skype to Teams
  • Call park and team calling deep dive
  • Auto Attendant and Call Queue deep dive
    • How to configure
    • How to set up advanced workflows
    • Where and how can you answer your calls
  • Third party capabilities
    • API capabilities
    • Attendants and receptionist
    • Call Center
    • Compliance recording
  • Troubleshooting
    • Setup issues
    • Call quality reporting

After the workshop

After the workshop, you will know the benefits of an Microsoft Teams Auto Attendant, Call Queue, Team calling and how to design these after best practice. You will also know when to add third party call routing capabilities to get the complete enterprise cloud voice telephony solution.

CloudWay’s experts lead the way

CloudWay’s workshop facilitators are subject matter experts (and taught leaders) in the collaboration and voice/video area, with years of experience deploying and teaching these technologies.

Published On: May 12th, 2020|