Microsoft Teams Phone

Bring together calling, chat, and meetings – all in one app.

How does Microsoft Teams Phone work?

Microsoft Teams Phone is cloud-based – it integrates with Microsoft 365 and utilizes Microsoft's reliable and secure cloud infrastructure to provide high-quality phone services.

To use the Microsoft Teams Phone system, a Microsoft Teams Phone license is required. You can add it to your existing Microsoft 365 E1 or E3 license. For Microsoft 365 E5 license, Teams Phone is included as part of the license bundle.

Since January 2023, BRS Networks Baltic has been using Teams Phone to provide help desk services.

Microsoft Teams Phone features

Basic call control

• Make and answer calls – make one-on-one or group calls directly from a chat or use the dial pad to call a phone number.
• Merge calls – bring someone else into your one-on-one or group call with the merge function.
• Transfer and ring back – transfer a call to a colleague and select ring back if there's no answer.
• Record calls
• Transfer calls between devices – whether on the go or at a desk, at home or in the office, transfer calls from one device to another while on a call.
• Voicemail – access, listen to, and review your voicemails using playback controls, voicemail summary, and transcripts.
• Transcribe your calls
• Call on the go with Apple Carplay – join calls and meetings using your vehicle's built-in controls or hands-free with Siri.

Advanced call control

• Auto attendant – let people call your organization and navigate a menu system to speak to the right department, call queue, person, or an operator.
• Call queues – route callers to people in your organization who can help with a particular issue or question.
• Voice-enabled channels – collaborate and share information within the channel while taking calls in the call queue.

Teams Contact Center

• Microsoft Digital Contact Center Platform – quickly set up phone systems for agents to assist customers on a scalable platform built, owned, and operated by Microsoft.
• Contact center partner integrations – use your existing contact center solution together with Teams Phone for a more connected contact center experience.

PSTN calling

• Direct Routing – connect your SBCs to Teams Phone to use your own PSTN operator.
• Microsoft Teams Calling Plans – take advantage of this all-in-the-cloud solution with Microsoft as your PSTN operator.
• Operator Connect – manage your PSTN calling and session border controllers (SBCs) with participating operators in the Microsoft Operator Connect program.
• Teams Phone Mobile – seamlessly integrate your users' mobile identities with Teams. Assign a single number and implement a solution that works across network and devices.

Not all four options are currently available in Estonia, but you can use either Direct Routing or Microsoft Teams Calling Plan solutions.

What are the advantages of the Microsoft Teams Phone?

1. Available anytime, anywhere. Microsoft Teams Phone allows you to make and receive calls anytime and anywhere with an internet connection.
2. Integration with Teams application. Using the Teams Phone system means that all your communication tools (calls, messages, video meetings) are in one place.
3. Easily scalable. Adding new users and devices is simple, and expanding the communication system does not require a lot of resources.
4. Cost-effective. No need to use third-party applications.
5. Convenience. When using the Teams Phone system, you don't need a separate desk phone or conference device. All you need is a computer or mobile device and an internet connection.
6. Security and reliability. The phone system is built on Microsoft's secure and reliable cloud infrastructure. It is an enterprise-grade solution that ensures your phone communication is always secure and accessible.

Do you want more information about the Microsoft Teams Phone?
Get in touch, and we will answer all your questions.

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