This document discusses integrating Microsoft Teams with Agile Cloud's Direct Routing and contact center capabilities. It describes how Teams can be used for internal collaboration as well as external calling through Direct Routing. This avoids expensive calling plans. The contact center can then be integrated with Teams to allow customer service via various channels and enable agents to collaborate using Teams. Sprints are proposed to quickly build Teams voice, a contact center, and advanced applications over 10-20 day iterations with no upfront capital costs.

1. Agile Cloud &
Microsoft Teams:
Teams, Telephony and
Contact Centre Combined

2. Microsoft Teams
Microsoft Teams is an excellent collaboration tool that
brings people across businesses together in a single
application.
Whilst Teams provides world-class capabilities to drive
collaboration within your organisation; however, when
using Teams for calling outside of your organisation,
costs soon skyrocket with expensive calling plans and
other additional add-ons.

3. Microsoft Teams with Direct Routing
Agile Cloud’s Teams Direct Routing, enables your
employees to communicate seamlessly with contacts
outside your Teams environment: customers, partners,
suppliers and beyond.
Using the same Teams interface on either mobile or
desktop, your employees can make or receive calls with
people outside your Teams environment.
Agile Cloud’s Teams Direct Routing means no need for
costly call plans.

4. Integrating Teams into your Contact Centre
Align every employee
to deliver the best
customer experience
FourNet takes Teams beyond
internal employee collaboration by
integrating Teams into the contact
centre. Our multi-channel contact
centre capabilities provide your
customers access to your contact
centre agents via their channel of
choice; the Microsoft Teams shared
workspace then enables your agent
to effortlessly engage back-office
experts to provide the best
resolution available for each
customer contact.

5. Agile Cloud for Teams integrates directly with Microsoft Phone System via Direct Routing so employees can use Teams
to make calls to people within a Teams environment or to external contacts via the PSTN – same simple interface of
making and receiving calls. Whether they use the Teams app on their mobile or desktop.
Simple User Experience

6. Business Objectives
What has been found to be the top three
objectives within an Enterprise?
1. Increase the productivity of employees
2. Work more closely across a diverse
organization
3. Enable innovation to remain competitive
What are the key challenges that are
stopping these objectives?
Working across locations/cultures
Competitive landscape shifts fast!
New business models and fresh tech can be
massively disrupting
Applications are siloed with no integration
Scaling IT services up to match business
growth is difficult
Keeping secure and compliant
Complicated estate!
Organizations such as Forrester and Gartner analyze the market…

7. Benefits of Teams Integration

8. Click to edit Master title style
The Proposition
Delivered via
Agile Cloud 2.0

9. What is Agile Cloud
FourNet Agile Cloud combines the
performance, security and feature rich
functionality of a private cloud solution, with
the scalability, simplicity and ‘pay as you go’
commercial model of a traditional public
cloud deployment.
So why 2.0?
FourNet Agile Cloud 2.0 enriches the
functionality of our service by introducing
Microsoft Teams to our established UC
offering.
We also now offer enhanced security,
networking and integration options giving us
our new Next Generation cloud platform!

10. Available
Best of breed architecture & partners
Choice of PBX / UC / SIP / Contact Centre /
Network Types
Multiple UK Data Centres
Resilient SIP Designs
SIP Trunk Call Manager (BC/DR planning)
Backup & Archiving inherent
Secure
Built to the highest security standards
Tier 4 Equinix Data Centres
CAS-T Accredited Core Network
Cyber Essentials Plus
GDPR compliant
ISO27001
Bi-annual Penetration Test
Functional
Latest capabilities & features
UC Collaboration and Mobility
Omnichannel Contact Centre
Third party integrations
Cloud X-change & Managed Firewall
PCI descoping
Disaster Recovery/Business Continuity plans
Flexible
Enable operational agility
Unified Communications as a Service
Contact Centre as a Service
Flex SIP up and down
Range of service SLAs
Any time, any place, any device
Internet / SD-WAN / MPLS Access
Cost Effective
Proven Return on Investment
Reduced Total Cost of Ownership
Contracted or flexible agent options
CAPEX + OPEX or OPEX Only Commercials
Simple billing
Return On Investment (ROI) Calculations
Fully Managed
Focus on your core business
‘Evergreen’ platform
Reduced risk
Predictable, reduced costs
Proactive monitoring and maintenance
Service Delivery Management
24/7 support
Benefits

11. Agile Cloud 2.0
Microsoft Teams
UC & Collaboration
Best of Breed
Evergreen Solution
“Centre of Gravity” for
Office Applications
Avaya
Proven Enterprise
Telephony
Robust Architecture
Supports Legacy
Migration
Enghouse Contact Centre
Voice
Multimedia
Quality Assurance
Back Office Application
Integrations
“Sprints”
Zero Cap Ex Professional
Services
Quick Deployment
Connection Flexibility
Internet Access
SD-WAN
MPLS
Managed Service
Analytics / Reporting
Monitoring
Service Delivery Manager
Agile Cloud 2.0
services are
modular, choose:
Microsoft Teams with
Agile Cloud Direct
Routing
Avaya Telephony in the
cloud with gateways
Hybrid Avaya & Teams
solutions / migrations
Add Enghouse Contact
Centre at any point
Further choices around
Deployment, Connectivity
&
Managed Service

12. The Detail
Agile Cloud for Teams

13. Modular Services

14. Contact Centre
Integrate Next Gen Contact Centre with MS Teams
Omnichannel
Self Service / AI
Business Analysis driving Digital Transformation

15. MS Teams Voice
Gamma / BT Wholesale
SIP Trunks
Disaster Recovery
Local Microsoft Azure
Datacentre
London
DC
Manchester
DC
MS Teams Users
Gamma / BT Wholesale
SIP Trunks
Disaster Recovery
MS Teams in Azure
Azure SIP
Proxy
MS Teams
PBX
SBC
The
Internet
Med ia
Recording
SBC
Customer O365 Tenant
Voice
Routes
Voice
Policies
Analytics
Licensing
FourNet NOC
24/7/365
IaaS
AI & Machine
Learning
Public Cloud
Advanced Services
Contact
Centre
MS Teams Contact Centre
Omnichannel Contact
Centre Agent
MS Teams Users
Managed Edge
MPLS / SD-WAN
Contact Centre

16. MS Teams Voice
Gamma / BT Wholesale
SIP Trunks
Disaster Recovery
Local Microsoft Azure
Datacentre
London
DC
Manchester
DC
MS Teams Users
Gamma / BT Wholesale
SIP Trunks
Disaster Recovery
MS Teams in Azure
Azure SIP
Proxy
MS Teams
PBX
SBC
The
Internet
Med ia
Recording
SBC
Customer O365 Tenant
Voice
Routes
Voice
Policies
Analytics
Licensing
FourNet NOC
24/7/365
Avaya
PBX
Avaya & Teams Forking
with Media Bypass
Avaya IP Handset
MS Teams Users
IaaS
AI & Machine
Learning
Public Cloud
Advanced Services
Contact
Centre
MS Teams Contact Centre
Omnichannel Contact
Centre Agent
MS Teams Users
Managed Edge
MPLS / SD-WAN
DR Apps
DR Apps
Hybrid / Resiliency

17. Build the Solution!
Do you have an
existing Avaya
PBX?
Yes
Migrate
PBX to
Cloud?
Agile Cloud
Build
Agile Cloud
IP Office
On Premise
IP Office
Do you want
Avaya Telephony?
No
Yes
No
Do you have MS
Teams with “Phone
System” license?
Yes
Build
Agile Cloud
Teams VoicePurchase
Microsoft
Licenses
Avaya
Microsoft
GeoResilientSIPTrunks?
ManagedServiceLevel?
Voice
Contact
Centre
Call
Recording
Multimedia
Agents
Surveys
Screen
Recording
Workforce
Management
CRM Integration
Speech
Analytics
AI / Chatbot
Quality
Assurance
and / or
Enghouse
Sprint 1 Sprint 2 Sprint 3+
Core
Contact
Centre
Advanced
Contact
Centre

18. Managed Service levels
Service Description Essential Standard Enhanced
Tier One Support Call Receipt, Incident Management   
Tier Two Support Fault Investigation, Restore and Resolution   
Tier Three Support Technical Support, Manufacturer Management   
Manufacturer Support Patch Releases, Escalations   
Monthly Patching Windows Updates, Application Updates   
Solution Backup Application Backups, Server Images Monthly   
Storage Space Specify level of storage space   
Annual DR Test Full test of resiliency of platform  
Service Availability Target Service Credits Apply 99.95% 99.95%
Service Delivery
How much feedback is required on the
performance of the service?
Self Service
Reporting
Only
Quarterly
Review
Monthly
Report
Monthly
Review &
Report

19. Design
Documentation
Requirements
Workshops
FourNet only task
FourNet and
Customer task
Customer only
task
SIP trunk build
Ribbon SBC build
MS Teams
“Phone System”
configuration
Develop agreed
test plan
UAT, Training &
Sign Off
Project Management
Design
Documentation
Contact Centre
Business Analyst
Contact Centre
App build
WFO App build
“Model Office”
build for Proof of
Concept &
Training
Develop agreed
test plan
UAT, Training &
Sign Off
Project Management
Sprint 1 – Zero Cap Ex £ !!
Multimedia Contact Centre
CRM / Third Party Integrations
Or
Or
Workforce Optimisation / Chatbot /
Artificial Intelligence
Sprint Methodology
10 Working Days
Build Teams Voice into
Agile Cloud 2.0
20 Working Days
Build Voice Contact Centre
with Call Recording
Full Project Scoping
Build Advanced applications
and bespoke integrations
Sprint 2 – Zero Cap Ex £ !! Sprint 3+ – £ to be scoped
Legend: FourNet & Customer Responsibilities