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Anonymous's avatar
Anonymous
Nov 25, 2019

Microsoft Teams Calling API / Contact Center Options

I'm a big advocate for the O365 universe and I'm trying hard to convince the ExB in my company to move in that direction. Our current on-prem telephone solution (Avaya) needs to be replaced or upgrad...
calling
Contact Center
Anonymous's avatar
Anonymous
Nov 27, 2019
Thanks a lot Linus.
hendrikderudder's avatar
hendrikderudder
Copper Contributor
Nov 27, 2019

Deleted 

 

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 

 

  • bobv1's avatar
    bobv1
    Copper Contributor
    Dec 02, 2019

    hendrikderudder 

     

    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.

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