Status does not update (New Teams)
Hi, We've been testing the new Teams before we roll it out more widely. We have noticed that your status does not update consistently with the new Teams, as in, here is one scenario as an example I'm showing as available and somebody calls me (working well at this point) I pick up the call and when I do I show as busy (still all going well) I present during the call and the status changes to do not disturb (so far so good still) I end the call, but my status stays as do not disturb indefinitely until I click on reset status. (this is the behaviour that didn't used to happen in classic Teams) All throughout the above I did not manually change my status; it was just updating automatically as my activity changed, but did not update in the end when my call ended. Is anyone else experiencing this and is there a way to fix this? Thanks, AndreaThank you, Community! We've reached 200K Members!
Thank you - all 200k of you - for being a part of the Microsoft Teams space here in the Microsoft Technical Community. The world has changed quite a bit over the last year and Teams has played a significant part in allowing us to stay connected both personally and professionally. Many people experienced virtual meetings for the first time this year and many conducted their business 100% online for the first time, ever. The pace in which the world went virtual was quick and change management processes were challenged for many. Those of you in this space challenged our engineering team to shift gears to accomplish what was important to you in these changing times, you kept your own organizations up to date and kept things running, but most importantly - you supported one another, you leaned on one another, and you reached out when you needed community most. It's been an exciting 3+ years watching this community grow but I can honestly say that seeing a 600% increase in activity these past few months and the rate at which you came together to join the Teams engineering team to help one another was incredible. Thank you for being here. Thank you for providing input and sharing stories and explaining your scenarios so we can create a product that enables you to do your best collaboration. Thank you for contributing to the Microsoft Teams community. On behalf of Microsoft Teams Engineering, Cheers to all 200k of you! Here's to a safe, healthy, productive 2021. #CommunityRocks Laurie Pottmeyer, Microsoft Teams Community Lead Therese Solimeno, Microsoft Teams Community ManagerTeams Scavenger Hunts: A Simple, Fun Way to Get Your Team Collaborating
Struggling with how to use Teams? Forget the complicated user guides and calling your IT help desk. Check out these fun, simple Microsoft Teams Scavenger Hunts that you and your colleagues can do together (maybe during your next remote weekly check-in?) to figure out your small-group communications plan. https://www.talksocialtome.com/microsoft-teams-scavenger-hunts/?utm_source=tech-community&utm_medium=Teams
A BRIEF INTRODUCTION TO MIGROSOFT DIGITAL CONTACT CENTRE PLATFORM
Microsoft Digital Contact Centre Platform Microsoft DCCP is designed to enhance customer service by integrating various existing solutions into a comprehensive contact centre platform. This platform aims to deliver exceptional customer engagements and equip agents with the necessary tools to resolve issues quickly and provide personalized service. It supports omni channel interactions across voice, video, and other digital channels, allowing customers to self-serve or connect with virtual AI agents. 1) Key Components of the Platform: Microsoft Dynamics 365: Provides the workspace and numerous capabilities for customer engagement. Microsoft Teams: Facilitates communication within the organization, connecting agents and customers. Microsoft Power Platform: Offers low-code development, analytics, and automation. Nuance: Adds advanced conversational AI, security, and automation. Azure: Provides the cloud infrastructure for hosting Microsoft solutions and services. Image Source: Microsoft 2) Capabilities: Omnichannel Engagement: Customers can interact through various channels, including email, virtual assistants, chatbots, text messages, and social platforms. This ensures quick resolution of customer needs through self-service and automation, and intelligent connection to the best-suited agents. Personalized and Secure Interactions: AI and analytics are used to anticipate customer requests, predict intent, and provide rapid resolution. Biometric authentication and fraud prevention measures ensure secure interactions. Increased Agent Productivity: Agents are empowered with a 360-degree view of the customer, personalized conversational intelligence, and AI-recommended knowledge articles. This helps in faster case resolution and creating upsell and cross-sell opportunities. Enhanced Revenue and Acquisition: Real-time insights and analytics enable data-driven decisions, helping agents increase conversions and upsell through personalized offers and predictive targeting. Simple and Flexible Infrastructure: The platform simplifies the implementation of contact canter infrastructure, allowing for easy automation of tasks and workflows using no/low-code and pro-code experiences. Virtual chatbots equipped with conversational AI enhance customer interactions. Image Source: Microsoft 3) Benefits: Engagement: Meet customers on their preferred channels with tailored service options. Personalization: Connect with customers to personalize and secure interactions. Productivity: Help service agents resolve issues faster and create new revenue opportunities. Adaptability: Work from a single platform that provides insights and adapts to future needs. Licensing: The platform's licensing varies between products, with some licensed per-user and others by consumption. It can be customized with any combination of applications to meet specific requirements. Microsoft offers over 700 data connectors to integrate with existing systems, and potential users are encouraged to consult with a Microsoft partner to understand their needs and requirements. This platform is designed to streamline customer service operations, enhance agent productivity, and provide a seamless, personalized customer experience across multiple channels. Image Source: Microsoft 4) Difference between Dynamics 365 Contact Centre and Microsoft Digital Contact Centre Dynamics 365 Contact Centre is a cloud-based solution that utilizes Copilot and other AI technologies that gives the agents key insights of customer experience and the right analytics to ensure customer expectations are met in time and with minimum iterations. This results in smoother operations for supervisors, who benefit from a comprehensive view of each customer. The key difference lies in their architecture and focus: \ Feature Microsoft Dynamics 365 Contact Centre Microsoft Digital Contact Centre Platform Focus Standalone CCaaS solution Broader ecosystem for customer engagement Architecture Built on Microsoft Azure Leverages Dynamics 365, Teams, Power Platform, and Nuance Integration Integrates with various CRMs Integrates with Dynamics 365 and other Microsoft services Key Capabilities Generative AI, Omnichannel, Unified Routing Modern digital tools, AI-powered capabilities, collaboration 5) What’s new in Microsoft Dynamics 365 Contact Centre The 2025 release wave 1 focuses on improving agentic, omnichannel, self-service, and extensibility capabilities. Key features include: 1) IVR Capabilities: Conversational IVRs powered by Microsoft Copilot Studio enable customers to self-serve using their voice, increasing containment and satisfaction while reducing costs. 2) Omnichannel Experiences: Organizations can connect with customers via live chat, SMS, voice, Microsoft Teams, and social channels, providing a seamless experience and valuable insights. 3) Service Representative Tools: A powerful, AI-infused desktop enhances service representative’s confidence and effectiveness, allowing them to deliver personalized experiences across any channel. 4) Supervisor Tools: Supervisors can monitor operations with key metrics, intervene when necessary, and customize data models to improve efficiency. 5) Unified Routing: AI-driven routing assigns service requests to the best-suited representatives, optimizing work distribution and operational efficiency. 6) Microsoft introduced Teams Phone extensibility for Dynamics 365 Contact Centre at Enterprise Connect: This integration allows customers to extend their existing telephony investment with Teams Phone into their contact centre operations. Starting April 2025, customers can use Teams Phone as a unified solution for calling across their UCaaS and CCaaS platforms, simplifying deployment, management, and billing. Key benefits include: Using existing Teams Phone licenses for Dynamics 365 Contact Center users. Simplifying telephony system configuration and administration. Leveraging Teams Phone's broad geographic availability and enterprise features. A study by Forrester Consulting predicts reduced integration service fees, lower telephony consumption costs, and a significant reduction in infrastructure management time. ISV solutions leveraging Azure Communication Services will support this integration, offering flexibility and enhancing the Teams Phone platform's value. Certified ISV solutions include Anywhere365, AudioCodes, ComputerTalk, Enghouse, IP Dynamics, Landis, and Luware. Public preview for Teams Phone extensibility begins in April 2025. These enhancements aim to elevate customer satisfaction and streamline contact centre operationsRolling out Microsoft Teams to Executives
I've recently been asked about best practices for rolling out Microsoft Teams to Executives. I'd love to start the conversation here in the community to see what others have done to see success and ensure your execs experience is a positive one. At Microsoft, we had a team that drove a white glove training experience for Execs and their Admins to make sure they were comfortable with and saw the value in Teams. Their teams also were given access to start using Teams so they could see benefits in collaborating as a whole, immediately. Ensuring leadership and just as important, their support staff, knows how to use the technology properly is key to seeing successful adoption. We've also worked hard to make sure the Executive Meeting rooms were all updated and ready to support Microsoft Teams prior to rolling out Teams to those teams. What have you done that has worked well to onboard your leadership teams to Microsoft Teams (or even strategies that have worked with other technology)?How to use the New Calendar in Teams
The new Calendar app in Microsoft Teams aims to provide a unified and seamless calendar experience for both Teams and Outlook users. It introduces advanced features such as a new command bar with primary actions, the ability to Meet Now and Join with ID, and new functionalities like filters, month view, split view, customizable time scales, saved views, sharing options, printing capabilities, and personalized settings. Enhanced meeting creation allows for quick scheduling from the calendar's quick view or the new scheduling form, with improved options and a refreshed look. Users can access meeting artifacts directly from the calendar, including recaps of completed meetings. The app also integrates weather information for your current location and work plan integration with Microsoft Places, allowing you to specify work locations and check teammates' availability in the office. The Place Finder feature helps you switch between floors and view different room capabilities when creating new events. Additionally, you can pop out the calendar for more efficient multitasking by right-clicking the Calendar icon. This feature is enabled by default. For more information and to stay updated, subscribe to my YouTube channel and connect with me on social media. #Teams #MicrosoftTeams #Microsoft365 #MPVbuzz #Outlook #MicrosoftOutlook
