Forum Discussion
Microsoft Teams Calling API / Contact Center Options
Hi,
You could contact one of the partners in the session Steven mentioned, I tweeted a picture with them here. And if they have time to add you, it is possible to use their solution in the public preview.
https://twitter.com/LCansby/status/1192547653860679680
I think that we see GA during this year of the Communication API.
Depending on what functions you use in your current contact center there might be some limitations. I would say that the features you get via this API is basic but works for most companies, you might not get a 1:1 migration on features but maybe good enough.
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We are testing the direct routing functions of Ms teams as well here. We also have an Avaya system at this time.
But too be honest, it needs improvement fast! It just isn't ready for mass deployment when you compare it to other phone solutions.
-> major setback, there is no calling ID at this time, meaning you only see the number, not the name. it should be implemented Q4 2019, but this should have been in there from the very beginning.
-> there a lot of small things that are annoying, like better volume/recording controls for headsets etc.., easy choice of too what device the call has to go. Notifications incoming call on android not working correctly. etc..
I would wait until Q1 -2020
I would love to get in touch to discuss:
- Caller ID / Pushing CRM data should not be an issue unless I am misunderstanding what you are trying to do.
- Routing calls to devices is interesting, would like to better understand the specific use cases.
I will sent a PM - hope we can connect.
