Hi @MarkBettridge, lots of people are moving from CUCM to Teams these days, worked on several projects. It does require a degree of flexibility, Teams doesn't do everything in the same way as a PBX but is still a perfectly viable telephone system in companies of all sizes. It's focus is far more on users having control themselves than an admin creating lots of config.
Teams wouldn't claim to be a contact center, there are plenty of third parties that integrate that kind of functionality e.g. Anywhere 365, Enghouse, Landis, see a full list at Teams Contact Center - Microsoft Teams | Microsoft Docs.
What Teams does include is Auto Assistant and Call Queues. These tend to work perfectly well for relatively small or company internal usage, helpdesks, receptions etc. If it was customer facing or had >20 agents then I would go the third party route.
So to your list
- Interactive Voice Response
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Team Auto Attendants, pretty flexible, at the end of the day it's just playing options and transferring calls. It does holidays, out of hours, dial by name etc. |
- Call Centre facilities allowing for multiple queueing systems and skill levels
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3rd party for anything like skill levels, See Anywhere 365 for skills based routing. Teams Call Queues is a more simple queue with a list of agents that can be routed based on longest idle, serial, parallel or round robin. |
- Call reporting for both call centre and ordinary phone calls
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3rd party contact centers tend to provide detailed reporting, Team has a PowerBI report that's reasonable for Call Queues and AA and then simple usage reports for regular calls. |
- Scripting with Interactive Voice Response menu capabilities
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Yup, it's super easy to set up an Auto Attendant |
- Internal to Internal & Internal to External Phone calls (Obviously a given with any phone system)
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Of course |
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This is a user controlled system called a Call Group, users define what happens to their calls if they aren't available or busy, they define the time and who gets the calls etc. |
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Probably a Call Queue |
- Support for a limited amount of physical phones as well as virtual phones.
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Yup, Teams Phones available from Yealink, Poly, Crestron, Audio Codes. There is specific licensing for common area phones and lots of devices for Teams in a meeting rooms. |
- Voicemail with the ability to listen as well as email to a specified address or distribution group
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Teams mobile app has a voicemail list that can play your messages, they are stored and transcribed in your email. There's no dial in voicemail stuff though. You can play different greeting depending on it knowing is you are on holiday etc. from Outlook. |
