Call Center functions for MS Teams

Fabio_Kap and anyone searching for a fully native Teams Contact Centre.

There are three models that provide contact centre capabilities and interconnect with teams in different ways. These are 'Connect', 'Extend' and 'Power'.

'Connect' provides connection via SBCs and is equivalent to a a stand alone contact centre that can send and receive calls to teams via SIP Trunks.

'Extend' is using APIs and Microsoft Graph to gain data from Teams to provide an integrated contact centre experience.

The last is the 'Power' model. This is the Native Teams contact centre option. This requires the contact centre provider to be hosted in Azure and this allows calls and media to stay within Azure with all the interactions within the contact centre and Teams platforms remain in Azure with the highest level of connectivity. This provides the simplest architecture with the least points of failure. The true Native contact centre experience is the solution that utilise the 'Power' model.

If you are interested in a Teams Native (Power model) Contact Centre for Teams Direct Routing, please contact me at Paxitel and we can assist.