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Microsoft Teams has come a long way since it was first introduced as the
successor to Skype for Business. The pandemic only accelerated the
adoption of Teams, as many organizations relied on cloud-based
collaboration software to maintain workflows and business continuity as
employees worked from home.
Voice is often the first communication channel used when someone needs
to get in touch with a company or solve a problem, said Alex Gruber, vice
president of product management at Vonage.
"Getting voice embedded into Teams is really bringing the outside world to
the inside world," he said.
Direct inward dialing (DID). With the mobile app, employees can make
calls and have their corporate DID number display on caller ID rather
than their personal mobile number.
Organizations must also decide how much phone system management they
want to dedicate in-house or offload to their provider.
"A number of partners can help you manage Teams voice on an ongoing
basis should you decide that's not a focus for your IT resources," he said.
This will also help organizations decide which type of provider to use, as
some providers will only manage and monitor basic SIP connectivity, while
others will take on more responsibilities, like moves, adds and changes.
"Partners can both help you set up Teams voice and help you fill any gaps
in functionality for your organization that you've identified," Kieller said.
Direct Routing partners come in three different flavors, said David Lee, vice
president of platform products at RingCentral.
First are basic access providers, which typically provide only SIP
connectivity between Teams and the PSTN. The organization is responsible
for managing an SBC. These types of providers don't offer PBX capabilities,
he said.
Third are enhanced Microsoft Teams telephony services in which the third-
party provider includes SBC and SIP connectivity, advanced support and
advanced PBX capabilities, such as toll-free dialing, extension setup and
voicemail greetings, he said.