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Microsoft 365 Virtual Training Day:
Microsoft Teams Phone

Microsoft Teams Phone Overview

Microsoft Teams
is the hub for teamwork
in Microsoft 365

Calling in Teams
Best user experience
Make and receive calls in Teams, while at home,
or on the road from Android and iOS, and easily
add video and sharing
PSTN calling available
With Calling Plans and/or Direct Routing, ensure
every user can make and receive calls – a true
cloud voice solution
Collaboration and voice together
Teams surfaces the ability to call when where
your users need – encouraging working together

Teams as your phone
Menu in client for
calling functionality
Dial pad to dial
phone numbers
Your phone number
displayed here
History and Voicemail
Manage call forward
And device settings
Access your contacts

Calling for the cloud
Modern Workplace
Microsoft 365
Microsoft Teams
PBX
Phone System
Phone System Management
Call Usage & Quality Reports
Phone System Extensibility
Programmable Voice / Bot Framework
PSTN dial tone
Microsoft
Calling Plans
Direct Routing
in Teams
(Telco Calling Services)
Phone System,
when paired with
Microsoft Calling
Plans and/or Direct
Routing, provides a
full business calling
experience for
Microsoft 365 users
in Teams on a global
scale

Call history
List incoming, outgoing
and missed calls
Call details and
voicemail with
transcribe are available

Device switching
Change audio & video device
Global settings: preference
Before joining a call
During a call

Call handling
Escalate calls
Add participants to existing call
Escalate call from 1:1 to meeting experience
Call forwarding
Forward calls to voicemail, new number,
contact or call group

Transfer to PSTN & distinctive ring
Transfer calls, regardless of whether the
recipient is onsite or on the go
Distinctive ringtones enable you to assign
different rings to different types of calls

Federated calls
Federated calling enables customers to
call one another over VoIP free of charge.
It’s one of the top asks from customers.
Microsoft Teams supports Federated Calls – for
both Enterprise to Enterprise customers on
Teams or Skype for Business
Teams will also migrate federated contacts
from Skype for Business to Teams

Commanding
Calling includes Powerbar commands, enabling users to initiate a call in a few keystrokes

Delegation & consultative transfer
Teams enable assistants
to work on behalf of their
executives to handle
incoming calls
• Manager initiated
• Delegate managed
• Call on behalf-of
• Forward calls
• Simultaneous ring

Forward to group
Users may opt to forward their calls to one
or more people, enabling a group to cover
for them when they are unavailable.
Forward to one or more people
Ring in sequence or simultaneously
First to pick up takes call
Self-service through Settings
Will be enhanced to support group call
pickup; the recipient will be able to change
setting to allow call pickup

Call park
Teams will allow people to park and retrieve calls
Park and retrieve calls
Park a call and get a code
See all parked calls from Teams Apps
Use Teams phone or Team’s app to retrieve the call

Call park - configuration
Capabilities available in “Teams only” mode
Provisioning:
Admin creates user groups using the call park policy via
New-CsTeamsCallParkPolicy cmdlet
This policy is granted to a set of users using the Grant-
CsTeamsCallParkPolicy cmdlet
Admin can change the default setting by using Set-
CsTeamsCallParkPolicy
Set of users with the same policy can park and retrieve
calls within the group
Configurations:
Can be used from desktop, web and mobile
There is no user configuration for call park
Non retrieved call has a ring back in 5 minutes (future
enhancement: custom ring back time)
Each call park policy will have a default pickup code
range of 10-99
Default Music on hold is available for the parked calls

HR Support
Available
C
al
l
a
s
Missed call from +1 (609) 876-9907
Shared line appearance
Teams will enable people to share their
phone line with their delegates
Full Invite flow & call management
Manager initiated
Delegate managed or initiated
See line busy status and active call information
Resume a call placed on hold by manager
or admin
Make/receive shared line calls
ITPro experience to create SLA on behalf of users

Overview: Dynamic emergency calling
Route emergency calls based on the known location of the Teams client
Call Routing Service
included for Calling
Plan Users
Direct Routing users must
obtain additional service
[Emergency Routing
Service Providers – see
https://aka.ms/dr-sbc]
Direct Routing can also
leverage Emergency Location
Identification Number [ELIN]
gateways [upcoming support –
see https://aka.ms/dr-sbc]
Optional:
Configure security
desk notifications

Configuration components
Trusted IP’s
Identify Corporate Network
Connected Clients
Location Information
Service (LIS)
Dynamically Determine
Emergency Address
Emergency Addresses
and Locations
LIS Network Identifiers
• Subnet
• Port
• Switch
• Wireless Access Point
Teams Emergency
Policies
User or Site Assignment
CsTeamsCallingPolicy:
Service Desk Notification
CsTeamsCallRoutingPolicy:
Routing of Calls for Direct
Routing
Network
Configuration:
Dynamically Assign
Emergency Policies
Region
Site
Subnet

Teams Calling Plans, Direct
Routing, and Operator Connect

Microsoft Teams Phone
Cloud-based enterprise-grade call control
Teams Phone Ecosystem
Core call control &
infrastructure
PSTN service &
phone numbers
Microsoft Teams
Calling Plans
Microsoft is your operator
Operator calling plans
Operator Connect
Seamless integration
of qualified operators
Direct Routing
Bring your own operator
& on-prem infrastructure
Hardware/
softphone calling
endpoints
Devices and endpoints
Phones, peripherals, and softphone
Partners &
integrations
ISV integrations/APIs
System Integrators
Operators
OEMs

Three options for enabling your phone system
Direct Routing
Use your existing infrastructure
A Highly customizable approach that
allows you to maintain existing service
provider agreements and use on
premises/hybrid hardware. Available
globally through partners
Operator Connect
Simply and seamlessly integrate
qualified operators
A quick and easy way to integrate with
calling while maintaining existing service
provider agreements and leveraging the
customization and flexibility of direct
routing
Microsoft Teams Calling Plans
Microsoft is your operator
A fast and simple way to setup calling
without additional technical
configurations. It does not require a
session border controller (SBC) or ’voice
trunk’. Available in 28 markets
LEGEND:
Direct
Routing
Calling Plans
available today
New Calling
Plan markets

Considerations – Calling plans https://aka.ms/tec
Automatic routing to PSAP (Public Safety Answering Point) is country dependent
United States
Client within a tenant-defined dynamic
emergency location (including geo
codes): call will be automatically routed
to PSAP
Client not located in a tenant-defined
dynamic emergency location: call will
be screened by a national call center
[ECRC] to determine caller’s location
If the caller is unable to update their
emergency location with the ECRC,
transfer to PSAP serving the caller’s
registered address
Outside of the United States [dynamic routing not applicable here]
Canada, Ireland, UK: Emergency calls are routed to Tier 1 screening center,
equivalent behavior in US without registered address
Germany, France Spain: Emergency calls are routed directly to the PSAP serving
the emergency address associated with the number regardless of the location of
the caller. When adding emergency locations for users in these locations, address
must map to the phone number based on emergency address mapping in region.
Netherlands: Emergency calls are routed directly to the PSAP for the local area
code of the number regardless of the location of the caller.
Australia: Emergency addresses are configured and routed by the carrier partner
Japan: Emergency calling is not supported

Direct Routing benefits
Interoperability with
third-party systems
Leverage existing
PSTN Service
Media
optimization
Available in
181 countries
Deployment
flexibility
Pure Cloud
or managed

Direct Routing deployment options
Direct routing allows for
Hosted SBC model
Multi-tenancy for scale
Customer premises model
The SBC is deployed at the
customers premises
An SBC is connected only to
one tenant
SBC hosting model
A carrier hosts an SBC in their
datacenter/ Azure
One SBC interconnected to one
or many tenants
Customer premises model Service provider hosting model
SBC deployed Customer premises Carrier datacenter or Azure
SBC serves One tenant One tenant or multiple tenants
Certificate requirements per SBC One One
Number of IPs per SBC One One

Direct Routing for Teams
PSTN
Network
Phone System
(Cloud PBX)
PSTN Trunk Internet
Analog telephony
adapter (ATA)
(supported by certified
SBC Partners)
Certified Session Border
Controller(s)
Third-party
PBX

Direct routing - health dashboard
Tenant that have DR configured have basic health parameters widgets on “Microsoft Teams Dashboard”
Details can be accessed from the ”View details” on widgets or in menu – “Voice” -> “Direct Routing”
Details page has overall status of
all SBCs connected with option to
drill down further on each SBC

Operator Connect for
Microsoft Teams
Simply and seamlessly enable calling in
Teams using your existing telecom operator
Bring your own telecom operator
Maintain your operator contracts and relationships, while
providing users a modern calling experience in Teams
Setup in minutes; simplify provisioning and management
Establish the connection to your operator, provision users,
and assign phone numbers from the Teams Admin Center
Save on infrastructure purchase and management
Manage call control in the cloud with Phone System,
eliminating need to purchase and maintain equipment
Feel confident with enterprise-grade reliability & support
Operators provide technical support and service level
agreements, and direct peering powered by Azure creates
a 1:1 network connection to enhance resilience
Operator-managed
PSTN SBCaaS Phone System/
Teams Admin
Center
https://aka.ms/OperatorConnect

Operator connect
Number
provisioning
Management
Streamlined Support
Go to market
Interconnection
Operations &
communications
Reporting
Phone numbers – Calling (user, auto
attendant, call queues)
Audio conferencing
More to come from joint
innovation with operators….
Enhanced integration of the
Operator voice services into
Microsoft 365
Operator Connect is a framework that aims to enhance and scale
the integration that we have with qualified Operators.
This will enable us to build on the goal of providing a simplified
customer experience through Operators that has parity with our
first party offerings, backed by service level agreements and a
support model that provide quality and business continuity to
our customers.
It will also allow us to integrate deeply with our operator partners,
including networking, provisioning, management and reporting
API’s and Teams portal integration.
Partner to build high quality, differentiated offerings

Operator Connect - Interconnection
Interconnection
▪ Direct peering through Microsoft Azure Peering Service (MAPS) for Voice
▪ Provisioning APIs and an Operator Portal for setting up trunk to Microsoft Teams
For the Customer :
• Built for Resiliency using capabilities such as BGP over BFD
• End to End QoS from Microsoft Cloud to Operator Cloud
• Fast Initial setup and onboarding
For the Operator :
• Network Statistics and reporting on Link
• Ability to offer End to End QoS to customers including last
mile
• High confidence in SLA to customer
Microsoft Teams Direct Peering – Microsoft Azure Peering Service (MAPS)
Operator SBCs and applications
Automation
API
Operator
Portal
Initial
config
/
fallback
PSTN
Customer 1
AdventureWorks
Cycles
Customer 2
Northwind
Traders
Customer n
Coho Winery

Demo: Assigning licenses for
Teams Calling Plans

Microsoft Teams devices
Work how you want, where you want
Access intelligent communications
Smarter and faster ways to connect and
collaborate with your devices
Purpose-built
Devices optimized for your spaces and
work styles
Work with confidence
Certified devices, with high quality video
and audio, enterprise-grade security, and
easy set up and management

Teams phones experience
Calling People Voicemail Meetings

People
Experience View
People App
Speed Dial
Advanced calling features
Connect using Microsoft Teams
Enhanced call quality for clarity
View contact cards

People
Experience View
Speed Dial
Always Available Dialpad

Meetings
Experience View
Personal Phone
Conference Phone
View participant contact cards
View calendar and meeting details
One-touch join meeting

Meetings
Experience View
Personal Phone
Conference Phone

Voicemail and
voicemail transcription
Experience View
Personal Phone
Listen to and manage your voicemail
Read voicemail transcriptions

Voicemail and
voicemail transcription
Experience View
Personal Phone

Manageability
Two ways to manage Teams/voice
Delegated admin – Customer makes service
provider delegated admin for the tenant. Service
provider can use own credentials to manage
(Provides global tenant admin rights for all
services).
Teams RBAC – 4 RBAC roles defined to manage
various components of Teams. Service provider
needs credentials on customer AD to be
assigned an RBAC role.

CQD helps you answer
systemic questions about
quality and reliability
“Which of my branch offices are having network
issues? And how do they compare to the main
office?”
“Has performance on WiFi gotten better after
rolling out new infrastructure?”
“How are users rating their call experiences?”
“How many sessions are happening outside my
corporate network? And is it trending up?”

Call analytics
Ability to search for a specific user’s calls/meetings
30 days of calls/meetings are stored
Data is accessible within 15 minutes
Audio streams are classified as poor based on the same metrics used in CQD
Now available integrated as part of the call history tab in user profile in the
Microsoft Teams and Skype for business admin center
Data is organized by call component
Device
Audio capture/render
(e.g. Headset, device microphone)
System
PC and client
Connection
Type of connection
Network
Data on quality of
connection and network

Configure Direct Routing in
Microsoft Teams

Direct Routing for Teams
Connect own PSTN trunk
For countries where Microsoft Calling plans are not available
Customers that want to keep existing telco contract
Interoperability with third-party systems
Mix two systems (for example, provide the option to
connect analog devices)
PSTN
Network
Phone System
(Cloud PBX)
PSTN Trunk Internet
Analog telephony
adapter (ATA)
(supported by certified
SBC Partners)
Controller(s)
Third-party
PBX

Direct Routing considerations
Service numbers
Designed to handle high concurrency of calls
Call queues, Auto Attendant – supported through
Direct Routing
Conferencing – not available through Direct Routing
(except in GCC-H/DoD)
• Dial in numbers are provided by the conferencing service
(Microsoft numbers)
• Dial back from a conference will be initiated from the
conference bridge (not through Direct Routing)
Skype for Business
Direct Routing is not supported with Skype for Business

Emergency calling
Works different from traditional telephony
Available for Calling Plans and Direct Routing
• Direct Routing requires additional Emergency Routing
Service Provider: https://aka.ms/dr-sbc
Need to acknowledge and provide notice to users
• Teams might not know the actual location of a caller
• If the user's device has no power, no calls will be possible
• Emergency calls should not be made if user is outside their
office country/region
Details: https://aka.ms/emergency-calling
See https://aka.ms/TeamsAcademy for deep-dive
session

Planning steps
Self-
deployed vs.
hosting
Licensing
and
Endpoints
Session
Border
Controllers
FQDNs &
Certificates
IP Ranges
and Ports
(Firewall)
Voice
Routing
Optimize
Media
(optional)

Licensing
Licensing
Microsoft Phone System
Microsoft Teams + Skype for Business Plan 2,
if included in licensing
Microsoft Audio Conferencing
• Required for adding external participants to scheduled
meetings (dial in/dial out)
• Ad-hoc conferencing behavior dictated by this license
Endpoint support
Any Teams client
Common Area Phones
Skype for Business 3PIP phones
(https://aka.ms/3pip for limitations)

Session Border Controller (SBCs)
Network component providing:
• Connectivity – allows Teams to interconnect to
other voice components [B2BUA]
• Security – firewall for SIP traffic
• Media Services – transcoding, support for
voice/video calls
Internet
PSTN
Telco-Provided Connection
• SIP Trunk
• PRI line (T1/E1)
Legacy PBX
Mediation Server
SIP Trunk
Direct Routing
Phone System
(Cloud PBX)
Session Border Controller

Session Border Controller (SBCs)
Certification process
Validated via third-party lab
All certified devices tested daily in pre-production
environment
Joint support process with the SBC vendors
List of supported SBCs
https://aka.ms/dr-sbc
SBCs can be physical appliances, or
deployed in the cloud (Azure, AWS)

IP: 99.66.240.133
DNS Name: sbc1.contoso.com
SBC FQDN requirements
DNS name registered in
Microsoft 365 tenant
Can be used for SBC FQDN Examples of FQDNs
contoso.onmicrosoft.com Using *.onmicrosoft.com domains is not supported for SBC names
contoso.com
Valid names:
• sbc1.contoso.com;
• ussbcs15.contoso.com;
• europe.contoso.com
Non-valid name:
• sbc1.europe.contoso.com (requires registering domain name
europe.contoso.com in “Domains” first
Internet Phone System
(Cloud PBX)

Certificates
Validate identity of trusted SBC
Minimize certificate cost Balance the cost and security Maximize security
Description This scenario is for companies
that want to pair many SBCs or
change them frequently
This scenario is good for companies that do
not change the gateways frequently.
In the example below. a company has four
SBCs (gw1.contoso.com; gw2.contoso.com;
gw3.contoso.com; gw4.contoso.com).
In this scenario the company assigns a
certificate to each gateway. There is only
one certificate for every gateway.
Subject name gw1.contoso.com gw1.contoso.com gw1.contoso.com
SAN *.contoso.com gw1.contoso.com
gw2.contoso.com
gw3.contoso.com
gw4.contoso.com
gw1.contoso.com
Supported certificate authorities
https://aka.ms/sbc-cert

IP ranges and ports
SBC requirements different from client requirements. Check SBC vendor guidance if NAT can be used
SIP signaling ports (TLS/SIP)
From IP To IP Source port Destination port
SIP Proxy SBC 1,024 – 65,6536
Defined on the
SBC
SBC SIP Proxy
Defined on the
SBC
5061
Media ports (UDP/SRTP)
Media Processor SBC 49,152 – 53,247
Defined on the
SBC
SBC Media Processor
Defined on the
SBC
49,152 – 53,247
FQDNs and IP ranges
SIP Proxy
FQDN Connection Points (in order):
sip.pstnhub.microsoft.com – Global FQDN [must be tried first]
sip2.pstnhub.microsoft.com – Secondary FQDN
sip3.pstnhub.microsoft.com – Tertiary FQDN
IP Address Connection Points:
The above FQDNs resolve to one of the following IPs:
52.114.148.0
52.114.132.46
52.114.75.24
52.114.76.76
52.114.7.24
52.114.14.70
sip-all.pstnhub.microsoft.com also resolves to all above IPs
Media
Processors
52.112.0.0/14
52.120.0.0/14
Applicable to O365 Commercial and GCC Only
https://aka.ms/dr-PlanFQDNPorts

Voice configuration objects
Voice Routing Policy
User authorization
Class of service
PSTN Usage
Purpose (usage, caller’s intent)
Calling location
Priority
Voice Route
Called number
Cost of call
Dial Plan
Dialing Habits & Number patterns
Gateway (Trunk)
Number manipulation (optional)
Gateway features (E-911, LBR)

PSTN Usages
A PSTN usage record specifies a class of call (such as
internal, local, or long distance) that can be made by
various users or groups of users in an organization
By themselves, PSTN usage records do not do anything.
For them to work, they must be associated with:
• Voice routing policies, which are assigned to users
• Voice routes, which are assigned to gateways (SBCs)
Order of Usages is critical
Usages are applied in order
Upon first match – other usages are not evaluated
Voice Routing Policies PSTN Usages Voice Routes

Dial Plans
Limits
Maximum of 1000 dial plans per tenant
Maximum of 50 normalization rules per dial plan
A set of normalization rules that translate dial
strings to full, unique numbers
Enables support for user specific dialing habits
The order of normalization rules affects the process
Numbers are typically converted into the E.164
format
^ match the start $ match the end
d match any digit d* 0 or more digits
d{5} any 5 digits [135] 1, 3, or 5
(13)|(17) 13 or 17 [1-5] 1 through 5
(…) “captures” the enclosed characters for referring to
them in the result as $1, $2, $3, etc.
Normalization rules are built using
regular expressions

Voice routing basics
Voice Routing
Policy exists?
User has
Microsoft
Calling Plan?
Call via Microsoft
Calling Plan
No
Yes
International
Usages evaluated in order
Each usage can have multiple routes
PSTN Usage 3
PSTN Usage 2
PSTN Usage 1
Yes
No match
Call failed
Call via direct
routing
Domestic
only
No
At least one
route matches
the dialed
pattern
All SBCs not
functional
Success
Try the call via SBC(s) in the
route(s)
User from Germany makes a call to
+1 (425) 555-1212
Domestic
or International?

Leveraging multiple SBCs
Load distribution and high availability
Multiple SBCs can be grouped in a single voice route
Depending on SBC vendor, multiple SBCs can be combined to cluster
Cluster will look like single SBC to Teams
High availability with back-up routes
Voice routes have priorities assigned
Route can only be used if no SBC in higher priority route is available
Disaster Recovery
Voice routing policies can be used to allow only certain user to use
specific routes
E.g. after losing all SBCs in US, a subset of users can place calls to US
via Europe gateways

Optimizing Media in Direct Routing

Media Bypass: High Level Overview
Call flow without Media Bypass Call flow with Media Bypass
• Teams user needs access to the Public IP address of the SBC (even from internal) unless utilizing Local
Media Optimization
• Recommended when user is in the same physical building/network as the SBC
• Signaling (SIP/TLS) is always through the Microsoft Cloud

Planning for Media Bypass
Supported endpoints
Teams Desktop clients
Teams Phone Devices
Other endpoint behavior
Call is converted to non-bypass call, even if it started as a
bypass call
Automatic – no administrator action required
Applies to Skype for Business 3PIP phones, Teams Web
Clients (Edge (new), Google Chrome, Mozilla Firefox)
Supported SBCs
Check https://aka.ms/dr-sbc

IP ranges and ports with media
bypass
Signaling does not change
For internal media bypass
Allow hairpin for internal clients to connect to external SBC IP
Alternatively, configure Local Media Optimization
Media processors
Always in the path for voice apps and web clients (same as
non-bypass)
External SBC requirements
Additionally SBC need to be able to talk to Transport Relays
IP ranges
Media Processor/Transport Relay (Commercial/GCC)
52.112.0.0/14
52.120.0.0/14
Media Processor/Transport Relay (GCC High) 52.127.88.0/21
Media Processor/Transport Relay (DoD) 52.127.64.0/21
Media ports (UDP/SRTP) – direct media
Teams Client SBC Public IP 50,000 – 50,019 Defined on the SBC
SBC Public IP Teams Client Defined on the SBC 50,000 – 50,019
Media ports (UDP/SRTP) – using TR/MP
Transport Relay SBC 50,000 – 59,999 Defined on the SBC
SBC Transport Relay Defined on the SBC
50,000 – 50,999, 3478,
3479
Media Processor SBC 49,152 – 53,247 Defined on the SBC
SBC Media Processor Defined on the SBC 49,152 – 53,247

Local Media Optimization
Control how the media traffic
flows between the Teams
clients and customer Session
Border Controllers (SBCs)
Keep media local within
the boundaries of
corporate network subnets
Allowing media streams between the
Teams clients and SBCs even if SBCs are
behind the corporate firewalls with private
IPs and not visible to Microsoft directly

Use cases for Local Media Optimization
Desire to keep the media
local (within the boundaries
of the corporate network)
Ability to connect to the
internal (private) IP of the SBC
Branch offices with SBCs do not
require local internet breakout
with Public IP for the SBC
What about “traditional” Media Bypass?
If tenant only desires to use SBCs with
Public IP connectivity, no change required
Not mandatory to move to Local Media
Optimization

Terminology
Proxy SBC
Has a public IP address
Deployed in the same manner
as any SBC for Direct Routing
Can be targets of Online Voice
Routes
Downstream SBC
Does not have a public IP
address assigned
Paired to the service with
association to Proxy SBC
Can be targets of Online Voice
Routes

Example story (Contoso)
• Approximately 30 countries with offices, each
with its own PBX
• Trunks for all offices are centralized in one
location [Amsterdam]
• SBC deployed in Amsterdam with enough
bandwidth for all calls through central
location
• All countries in Europe region are served by
the Amsterdam location
Europe region
• Multiple offices in different countries, many of
which cannot switch to SIP
• Many TDM trunks exist at local branches
• More than fifty branch offices across the
region with hundreds of gateways/SBCs
• Cannot pair all gateways directly due to lack
of public IP addresses/local internet breakouts
• Need for local PSTN connectivity due to
regulatory requirements in some countries
APAC region

Scenarios for Local Media Optimization
Centralization of all local trunks
Centralized SBC deployment
Media flow details (https://aka.ms/TeamsAcademy, Media Flow module)

Scenarios for Local Media Optimization
Building a virtual network topology of SBCs
Centralized Proxy SBC deployment
Downstream local SBC deployment
Media stays local when possible (https://aka.ms/TeamsAcademy, Media Flow module)

Demo: Configuring the session border
controller (SBC)

Configuring Direct Routing (High level)

SBC configuration
Configuration steps
SBC license
LAN and WAN IP interfaces
Certificate
Signaling and media ports
SIP Options and SRTP
Codecs
Routing
SBC configuration documented by SBC vendors
https://aka.ms/dr-sbc-config

Connect the SBC
New-CsOnlinePSTNGateway -Fqdn
<SBC FQDN> -SipSignallingPort
<SBC SIP Port> -
MaxConcurentSessions <Max
Concurrent Session which SBC
capable handling> -Enabled $true
Microsoft recommends setting
a maximum call limit in the SBC.
The domain portion of the SBC
name must match one of the
registered domains in the
tenant (excluding
*.onmicrosoft.com)

Number Translation (optional)
Might be necessary for interop with SBCs
Number Translation Rules
Applied at the gateway (SBC) level
Inbound calls (from the PSTN endpoint to a Teams client)
Outbound calls (from a Teams client to a PSTN endpoint)
Tenant Remote PowerShell [TRPS]
Create/Manage rules with –CsTeamsTranslationRule (New, Set, Get, Remove)
Affects the RequestURI, From and To headers
Assign to gateway (SBC) using New/Set-CsOnlinePstnGateway together with
• InboundTeamsNumberTranslationRules
• InboundPSTNNumberTranslationRules
• OutboundTeamsNumberTranslationRules
• OutboundPSTNNumberTranslationRules

Header Original Translated Parameter and Rule Applied
RequestURI
INVITE
sip:4825@sbc.contoso.com
INVITE
sip:+12065554825@sbc.contoso.com
InboundTeamsNumberTranslationRules
‘AddE164SeattleNPANXX’
TO
TO:
<sip:4825@sbc.contoso.com>
TO:
<sip:+12065554825@sbc.contoso.com>
InboundTeamsNumberTranslationRules
‘AddE164SeattleNPANXX’
FROM
FROM:
<sip:9495552814@sbc.contoso.com>
FROM:
<sip:+19495552814@sbc.contoso.com>
InboundPSTNNumberTranslationRules
‘AddPlus1’
Number Translation (inbound example)
Name Pattern Translation
AddPlus1 ^(d{10})$ +1$1
AddE164SeattleNPANXX ^(d{4})$ +1206555$1
In Teams, we use E.164
to represent the user’s
phone number, and for
caller ID purposes.
As a result, we need to
translate the 4-digit
numbers for Bob and
Alice to E.164
Translation Rules
Created
Applied
Internet
Legacy PBX
SIP Trunk/PRI
Direct Routing
Phone System
Session Border Controller
Bob
Bob (x2814) is making a call to Alice, using only a 4-digit extension (x4825)
Alice

User provisioning
Direct Routing only Microsoft Calling Plan and Direct Routing
Licenses required
Microsoft Teams
Audio Conferencing (for scheduled meeting dial in/out)
Microsoft Teams
Audio Conferencing (for scheduled meeting dial in/out)
Microsoft Calling Plan
Number provisioned In Azure Active Directory (User Online or AADSync) Acquired from Microsoft or ported to Phone System
Enable the user
Set-CsUser -Identity "Spencer Low" -OnPremLineURI
tel:+14255388797 -EnterpriseVoiceEnabled $true -
HostedVoiceMail $true
User is assigned a number through Teams Admin Center or Set-
CsOnlineVoiceUser (inbound calling is anchored on Calling Plan)
Assign Routing Grant-CsOnlineVoiceRoutingPolicy –Identity “Spencer Low” –PolicyName “US Only”
Routing behavior
Only administrator configured routes evaluated, if no
routes exist matching the callee number, the call drops
Step 1. Routes configured by administrator evaluated;
Step 2. If no routes matching the callee number exist on Step 1, route the
call via Microsoft Calling plan
Internet Phone System

PSTN
provider
PSTN
provider
Support map
Controller(s)
PBX
PSTN
network
Call Quality Dashboard
for aggregated view
Call Analytics for
individual calls
SBC logs
PBX logs

Health Dashboard
Overall health of the connected SBCs
Detailed
information about
the connected SBCs
https://aka.ms/dr-health

CQD - PowerBI
Six New Power BI reports
Summary Reports – 9 Separate Reports included
Helpdesk Reports
Location enhanced reports
Mobile Device Reports
PSTN Direct Routing Reports
User Feedback
https://aka.ms/PowerBICQD

Call Queues and Auto Attendants

Key learnings
Cloud Auto Attendants
Cloud Call Queues
Key Learnings

Blending Teams and Customer Care – phone system
Native Azure-based voice applications and calling
experiences for Microsoft Teams, deeply integrated with
Teams infrastructure and administrative tools, targeted for
informal and semi-formal agents
Microsoft
Teams
Phone
system
Core Functionality
• Configurable, multi-level IVR
• Auto-attendant w/ business hours, directory search, dial scopes
• Call queues w/ configurable hold music, ring patterns
• Flexible PSTN number assignment – DID, toll-free, multiple
numbers, multiple regions, hybrid via DR

What are Call Queues
and Auto Attendants?

Call Queues and Auto Attendants
Auto Attendants
• Provide corporate or informational greetings with custom corporate menus. You can
customize these menus to have more than one level
• Provides directory search that enables people who call in to search the organization's
directory for a name
• Enables someone who calls in to reach or leave a message for a person in your
organization
• Supports multiple languages for prompts, text-to-speech, and speech recognition
• Supports specifying holidays and business hours and transferring call to an operator,
other users, call queues, and auto attendants
Call Queues
• Provide an organizational greeting, music while people are waiting on hold,
redirecting of calls to call agents, and settings for call queue maximum size, timeout,
and call handling options

Requirements
Supported clients
Microsoft Teams Windows client (32 and 64-bit versions)
Microsoft Teams Mac client
Microsoft Teams iPhone app
Microsoft Teams Android app
Skype for Business (not when using DR)
User must be in Teams Only mode when
number is through Direct Routing

Call Queues | Planning and design
Assess the business needs
How many call agents will you assign to the queue?
How is the existing system setup, and will any changes be required?
Will the call center be active 24 hours a day, or have business hours?
Do they want distinct initial greetings for the following:
• Business Hours, After-hours, Weekends, Holidays
How are the agents compensated?
What is the usual size of the call queue in the existing call center?
Do they have preferences for on-hold music?
https://aka.ms/CQSetupTutorial
https://aka.ms/AASetupTutorial

General guidelines
Phone number assignment: directly to the queue, or
have callers connect to an Auto Attendant (AA) first
Initial greeting needed as part of the call queue (could
be provided by AA)
What hold music to use
How to distribute calls among the available agents
The keys * (Repeat) and # (Back) are reserved and can’t
be reassigned; if speech recognition is enabled, can
use “Repeat” and “Back”

Design mockup
Call Queue (no AA) Call Queue (with AA)

Call Queues |
Planning and
design
https://aka.ms/CQSetupVisio

Writing the script
Plan them
carefully
Write them
out
Consider
professional
recordings
Goal: connect caller
to a live person as
efficiently as possible
Check out the Dos
and Don’ts in the
tutorial above

Key learnings
Decision:
Tasks (in order):
Call Queues |
Planning and
design
Implementation

Call Queues | Implementation
Implementation Steps (CQ with no AA)

Call Queues | Implementation
Call Queue (with AA)
AA: Business Hours Call Handling
AA: After Hours Call Handling

Auto Attendants
Deeper Example – leverage the AA Tutorial
https://aka.ms/AASetupVisio
https://aka.ms/AASetupTutorial

Service numbers for CQ and AA
Higher concurrency
Service numbers allow 100s of calls simultaneously
Can be provided from Microsoft for Auto Attendants or
Call Queues
Bring you own number
You can either get a Service Number from Microsoft, port
your number to Microsoft or use Hybrid/Direct Routing
Toll and Toll-Free
Service numbers can either be toll or toll-free numbers
Toll-free numbers will leverage consumption-based billing

Demo: Configure Auto Attendants and Call Queues

AA – Extension dialing
Callers can reach users
in your corporate by
dialing their extension
number from auto
attendant
Tenant admin needs to
define the extension
number for users and
advertise it in the AA
greeting
AA does the
extension to SIP-URI
mapping
Works for Onprem
defined extensions
Callers can use
speech to reach
an extension

CQ Adding/ordering
individual agents
In addition to the current model for
defining the call agents (DL and groups),
tenant-admin can add and order
individual agents
• Can add up-to 20 individual agents in
addition to DLs
• Instant add, no associated delay
New-CsCallQueue -UseDefaultMusicOnHold $true -Name
“Receptionists" -Users
@(“JohnM@Contoso.com",“Vanessa.Williams@Contoso.com")

CQ Call routing
presence awareness
When routing a call using
attendant/serial/round-robin, the service
will consider the agent’s presence
Tenant-admin knob to enable/disable
presence while routing
Opt-out will not receive calls regardless
of presence

AA/CQ Shared mailbox
Callers will be able to record a message in
AA/CQ, which is accessible to group of users
Menu option, after hours/holiday, CQ
overflow/timeout
No additional license required
Using O365-Group construct to define mailbox access
Known issues / limitations
No Teams experience in first release, outlook mailbox only
Shared mailbox will not be defined as destination incase
of operator no answer
Not backward compatible with Exchange UMO

CQ Improvements
What: Eliminate the delay from agent-pickup
to Media flow, and unlock new capabilities
How: using the conferencing infra with 1:1 call
semantics. TA can switch between “Transfer-
mode CQ” and “Conf-mode CQ”
Known issues / limitations
Teams only, Tenant-admin should enable Conf-mode for
Teams only agents
If caller is SFB, CQ will switch automatically to Transfer-
mode

Licensing
considerations
New application instances require the creation of a
Resource Account and associating it with your
application instance. Only resource accounts with a
phone number assigned need to be licensed.
You can use a Phone System-Virtual User License (no
cost) or a paid Phone System license. See
https://aka.ms/ResAccounts for details. Calling Plan is
not required when using the Virtual User License.
Virtual User licenses are allotted based on org size:
1 Phone System user License = 25 Virtual User
licenses allotted
Add 10 Phone System user Licenses = 1 additional
Virtual Use license allotted

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