Microsoft phone system

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The Microsoft telephone system forms the technical basis for calls in Microsoft Teams . Apart from a suitable communication device ( PC , tablet computer , smartphone with Microsoft Teams client), the user does not need any other devices and is a replacement for conventional telephone systems . It offers basic calling functions that companies value. The telephone system enables call control and telephone system functions in the Office 365 cloud with Microsoft Teams and Skype for Business Online .

In order for incoming or outgoing calls to be processed with the Microsoft telephone system, they must be processed by direct routing via a Session Boarder Controller (SBC). There are options to operate the Session Boarder Controller yourself or to use a Microsoft Teams Direct Routing Provider.

Functions

Automatic switchboard

With this option, an individual telephone menu system can be created, which enables external and internal callers to search for calls to company users or departments in an organization and to place or transfer them there.

Call queues

This option can be used to configure how call queues are managed for an organization. Options are for example:

  • Greetings
  • music
  • Search for the next available participant

Music on hold

Plays standard music defined by the Microsoft telephone system when an external call is put on hold over the public switched telephone network (PSTN).

Answering calls

Answer / initiate call (by name and number) allows users to answer incoming calls with the touch of a button and place outgoing calls by either dialing the full phone number or by clicking a name in the Microsoft Team client.

Call forwarding

Users can set up forwarding rules so that calls can go anywhere, or calls can be forwarded to coworkers or voicemail.

Group call, forwarding

Group call pickup and forwarding to group allows users of Microsoft Teams to forward incoming calls to colleagues (group of colleagues = team) so that the colleagues can answer calls in the absence of the user. This is less disruptive to recipients than other forms of call sharing (like call forwarding or simultaneous ringing) because users can configure how they want to be notified of an incoming shared call.

Transfer

Transferring a call and a transfer to another terminal enables the transfer of ongoing calls to another person. Or to another device if, for example, you leave the office but you want to continue the conversation. The call can be transferred to a mobile device at any time from a PC or IP phone.

Call parking

Call Park and Fetch allows users to put a call on hold in the Teams app. When a call is canceled, the service generates a unique code to retrieve the call. The user who canceled the call or another person who wants to unpark it can use this code with a supported APP or a supported device to retrieve the call.

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