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Solvion Trendwerkstatt Microsoft Teams Voice
- 1. SOLVION TRENDWERKSTATT / MICROSOFTDISCOVER ZUM THEMA TEAMS VOICE
- 2. Ewald Murgg Team LeadCommunications +43 316 696 540 605 Ewald.Murgg@solvion.net www.solvion.net/emu VORSTELLUNG Focus on Microsoft UC and Enterprise Voice since OCS 2007 R2
- 3.
- 4. ZEITPLAN Uhrzeit Thema 09.00 –10.30Workshop Pause10.30 –10.45 10.45 –12.15 Workshop 13.00 –14.00 Workshop, Fragen Mittagspause12.15 –13.00
- 5. AGENDA 1 Vorstellung 2Microsoft UC Portfolio 3 Microsoft Teams - Funktionen 4 Teams Telefonie – Calling Plans, Direct Routing 5 Teams Hands-On 7 Migration von SfB auf Teams 6 Teams Voice vs. SfB Voice 8 Best Practises
- 6. Persistent 1:1 &Group Chat PowerfulOnlineMeetings Built-inOffice365 Apps EnterpriseCalling & Voice DIGITAL WORKPLACE
- 7. MICROSOFT UC PORTFOLIO Teams,Skype For Business Online, Skype For Business onprem
- 8. MICROSOFT UC PORTFOLIO SkypeFor Business Online will retire von July 31, 2021
- 9.
- 10. MICROSOFT TEAMS Persistent 1:1& Group Chat PowerfulOnlineMeetings EnterpriseCalling & Voice Built-inOffice365 Apps
- 11. TEAMS IS THEFASTEST GROWING BUSINESS APP IN MICROSOFT HISTORY 91 Fortune 100 companies use Teams 500,000+ organizations use Teams 44 languages are supported in Teams 150 customers have 10,000 or more active users
- 12. COMMUNICATE THROUGH CHAT Share informationin an open and transparent way with threaded, persistent channel discussions Manage private conversations with new secure private channels Stay in sync with 1:1 or group chats Communicate across geographies, languages, and organizations with guest access, federation, and translation Add some fun to your conversations with gifs, memes, stickers & emojis Available across mobile, desktop, browser, and a wide range of devices Communicate across geographies, languages and organizations
- 13. COMMUNICATE THROUGH CALLING Connectwith anyone through Phone System and Calling Plans Have a dedicated phone number for domestic and international calls Advanced features including voicemail, transfer and emergency calling (e911) Advanced call management including. call routing, auto attendant and reporting Future support for hybrid voice using on-premises PSTN connectivity
- 14. COMMUNICATE THROUGH MEETINGS Moreeffective, real-time conversations Join online meetings with HD video, VoIP, and dial-in audio conferencingoptions Available for mobile, desktop, browser and certified devices One-touch join with Skype Room Systems Support for Surface Hub and existing rooms Intelligent meetings Meeting recommendations based on attendee availability Related files and chat history at your fingertips Cloud recording of meetings with transcription and translation, indexed for searching
- 15. COLLABORATE WITH INTEGRATED OFFICE365 APPS Share and co-author Office documents from within Teams app Reduce context switching with built in access to Office 365 apps—SharePoint, OneNote, Power BI, Planner, Flow and PowerApps Search across people, files and chats to find what you need—leveraging intelligence from the Microsoft Graph Keep the whole team in the loop with email integration and notifications Quick access to the apps you love
- 16. CUSTOMIZE AND EXTEND Customizeyour channels by pinning important files, apps, or dashboard for easy reference Add 3rd-party solutions so the team can quickly access information when needed Integrate workflows to simplify processes and accelerate decision-making Build integrations to existing business apps with the Teams developer platform Simplify management of these app & services with new App Policies in the Modern Portal Empower Firstline Workers with tools to succeed every day, including schedule management Personalize your workspace to include the apps and services you love
- 17. CROSS PLATFORM PRESENCE DesktopMobile Browsers iPhone Android iPad OS X 10.10+ Windows 7+ Edge Chrome Firefox
- 18. MICROSOFT TEAMS DEVICES Workwith confidence Certified devices, with high quality video and audio, enterprise-grade security, and easy set up and management Access intelligent comms Smarter and faster ways to connect and collaborate with your devices Built for purpose Devices optimized for your spaces and work styles A range of certified devices in every size, for every space and working style Personal devices Shared devices Large screen collaboration device Skype Room Systems Conference Room Phone Headset Desk phone Mobile phone station Speaker puck Mobile phone PC
- 19. MIT TEAMS TELEFONIEREN ABERWIE? Phone System, Calling Plans, Direct Routing
- 20.
- 21. CALLING PLANS Rapid provisioning Procureand assign phone numbers in minutes, everywhere Microsoft offers service, with no on-premises equipment Number porting and enhanced 911 Use your existing phone numbers with Microsoft calling plans, and meet E-911 and other legal obligations Local, long distance and international calling Reach the people important to your business, with a choice of calling plans Bring the benefits of the cloud to your phone system Countries where Calling Plans are available: Belgium, Canada*, France, Germany, Ireland, Puerto Rico, Netherlands, Spain, UK and the US
- 22. DIRECT ROUTING Directly Routedial tone to Teams Users Direct Routing in Office 365 allows customers to connect their SIP trunks directly from their network. Customers can work with their local Telecommunications provider to enable Microsoft Teams users to make and receive telephone calls. PSTN Provider Phone System Voice Trunk Internet 3rd Party Voice Apps (supported bycertified SBC Partners) Phone # Ranges Certified Session Border Controller(s) Interoperability with 3rd party systems Direct Routing allows customers with users in the Microsoft cloud to continue using 3rd party systems such as PBXs, Call Center, and Analog Telephony Adaptors (ATA) helping preserve key investments. Office 365 & Teams
- 23. OVERVIEW *provided by Telstra Canada UnitedStates Puerto Rico United Kingdom Ireland Netherlands Germany Spain France Belgium Australia Calling Plan Countries Direct Routing Countries
- 24. SESSION BORDER CONTROLLER(SBC) – WHY? - Security (Firewall, Encryption, Topology Hiding,DOS/DDOS) - Connect different SIP networks (WAN – LAN) - NAT Detection and Address Translation - Codec Conversion (Transcoding) - Voice Quality Measurement - SIP Interoperability - Routing and Traffic Management - Connect analog devices over SIP ATA O365-Teams SBC SIP Provider DMZExternal LAN Public IP Internal IP
- 25. SESSION BORDER CONTROLLER(SBC) – WHICH? https://docs.microsoft.com/en-us/microsoftteams/direct-routing-border-controllers Certified Vendors: Available as hardware, virtual image or in the cloud (Azure):
- 26. DIRECT ROUTING REQUIREMENTS MicrosoftCustomer Carrier • Phone System • Teams client • Support (including incident transfers been Microsoft and SBC vendors) • Configuration guidance/documentation • “E5” or “E3 + Microsoft Phone System Licenses” • Contract with Carrier • The supported SBC (including the support contract) • Access to the SBC from the Office 365 • Public IP • FQDN • Certificate • Configuration of SBC with Office 365 and Carrier (can be Microsoft partners) • Firewall Rules • Telephony trunk • Support CustomerMicrosoft Carrier/PSTN Provider Requirements to each involved party:
- 27. Step Description Pairing SBCNew-CsOnlinePSTNGateway –FQDN <FQDN> –SipSignallingPort <Port> – MaxConcurentSessions <MaxSessiosns> –Enabled $TRUE Add Voice Route and/or PSTN Usages Get-CsOnlineVoiceRoute New-CsOnlineVoiceRoute –Identity Test –NumberPattern „(+43d*)$“ – OnlinePstnGatewayList sbc.test.com –OnlinePstnUsages GermanyNational Prepare User Set-CsUser –Identity test@test.com –EnterpriseVoiceEnabled $true – HosteVoicemail $True –OnPremLineURI „tel:+43316696540605“ Assign Voice Routing Policies Grant-CsOnlineVoiceRoutingPolicy –Identity test@test.com –PolicyName „Test“ DIRECT ROUTING STEPS
- 28. TEAMS DIRECT ROUTINGCONFIGURATION
- 29. TEAMS HANDSON Admin CenterVOIP Call Quality Dashboard
- 30. TEAMS ADMIN PORTAL -https://admin.teams.microsoft.com - Basic Configuration - Overview Users, Gateways, Call Queues - Basic Reporting
- 31. CALL QUALITY DASHBOARD -https://cqd.lync.com - Detailled Reporting for Voice - End User Ratings of Calls - Supports Teams,SfB, Sfb Online calls &meetings - Tenant Subnet to Building data
- 32. TEAMS TELEFONIE VS.SFB TELEFONIE Funktionen, Unterschiede, Call Queues, Auto Attendant
- 33. TEAMS FUNCTIONS Available today ✓1:1 to Group Call Escalation with Teams, Skype for Business, and PSTN participants ✓ Anonymous Join ✓ Audio Conferencing in over 90 countries ✓ Blind Transfer ✓ Boss and Delegate Support ✓ Broadcast Meetings (preview) ✓ Call Blocking ✓ Call Forwarding ✓ Call Queues ✓ Call Park ✓ Caller ID Masking ✓ Cloud Recording ✓ Consultative Transfer ✓ Direct Routing (Hybrid connection to Teams) ✓ Distinctive Ring ✓ Do not Disturb breakthrough ✓ e911 Support ✓ Enable Existing Calling Plan Support ✓ Extension Dialing ✓ Federated Meetings ✓ Forward to Group ✓ Group Call Pickup ✓ Hide/Share/Mute Chat ✓ Hold ✓ Improved Device Selection ✓ Interactive Troubleshooting ✓ Large Meeting Support (~250) ✓ Lobby for PSTN callers ✓ Lobby Support ✓ Location-BasedRouting (preview) ✓ Multi-call Handling ✓ Mute Other Participants ✓ Organizational Auto-Attendant ✓ Out of Office Support ✓ Participant Management ✓ Persistent 1:1 and Group Conversations ✓ Private and Channel Meetings ✓ PSTN Fallback ✓ Safe Transfer ✓ Schedule in Outlook & Teams ✓ Shared Line Appearance ✓ Simultaneous Ringing ✓ Speed Dial ✓ Suggested Contacts ✓ Team + Channels for Teams Productivity ✓ Transfer to PSTN Call ✓ User Facing Diagnostics ✓ Voicemail ✓ Application Sharing ✓ Conversations ✓ Desktop sharing ✓ Enable Meeting Lifecycle with Pre/During/Post ✓ Give and Take Control in Sharing ✓ Immersive Meeting Experiences ✓ PowerPoint Load and Share ✓ Whiteboard and Meeting Notes ✓ Contact Groups ✓ Federated Chat between Teams and Skype for Business ✓ Guest Access for External Users ✓ Import Contacts from Skype for Business ✓ SfB-Teams Calling ✓ Skype for Business Interop with Persistent Chat ✓ Teams-SfB 1:1 Chat Interop ✓ Unified Presence ✓ Cloud Video Interop services ✓ Edge, Chrome Browser Support for meetings ✓ iOS and Android support ✓ Skype Room Systems Support ✓ Surface Hub Support ✓ Support for existing certified SIP Phones ✓ Trio 1 Touch Teams Meeting Join ✓ TTY Support ✓ USB HID control ✓ Call Quality Diagnostic Portal ✓ eDiscovery/Hold/Archiving of Messages ✓ Enable Call Quality Analytics ✓ Message Retention Policies ✓ Messaging Interop IT Policies ✓ Messaging User-Level Policies ✓ SfB-Teams Interop Policies ✓ Tenant Policies ✓ User-Level Meeting Policy
- 34. TEAMS AUTO ATTENDANTAND CALL QUEUES Auto Attendant Dial-by-name directory search Custom greetings and menus Operator option Speech recognition in 14 languages Admin portal UI and PowerShell cmdlets Call Queues Coordinate teams of people working together in a channel Boost collaboration and efficiency with chat and call queues Enjoy role-based for supervisor / agents and agent sign in / out Use supervisor listen, whisper and barge with integrated chat for cross-agent support and teaming *Use New Virtual User License for Resoure Account https://ucgeek.co/2019/07/add- a-free-licence-to-call-queues-and-auto-attendants-microsoft-teams/
- 35. CALL QUEUE FUNCTIONMATRIX
- 36. TEAMS DEVICES - 3PIPPhones for SfB Online work with Teams until 31.7.2023 - „Limited“ functionality - New native Teams Phones will be available - Native Teams Client - Touchscreen - Specific functions - Trade-In offers from vendors for protection of investments * Details https://techcommunity.microsoft.com/t5/Microsoft-Teams-Blog/Skype-for-Business-phones-3PIP-support-with- Microsoft-Teams/ba-p/789351
- 37. TEAMS FUNCTIONS –WHATS MISSING? - Graph API missing functions (Remote Presence..) ➔ Q1 2020 - ➔ no 3rd Party Apps for Contact Center etc. - No Teams Client API - ➔ no 3rd Party Clients for Reception, Chef/Sec - Limited Native Teams Devices - ➔ no native DECT or WLAN Teams phone (Spectralink) - Skype Consumer Federation ➔ Q4 2019
- 38. FEATURE COMPARISON TABLETEAMS VOICE MVP Luca Vitali https://lucavitali.wordpress.com/ 2017/10/01/sfb-teams-features- comparison-table/
- 39. TEAMS VOICE VS.SFB ONPREM VOICE IN A NUTSHELL (8.2019)! Specific Personas (Information Worker, Road Warrior etc.) Small Offices Solutions for all personas (Blue Collar, Contact Center, Reception etc.) PBX Replacement TEAMS WILL GAIN FUNCTIONALITIES AS SOON AS API IS AVAILABLE Q1 2020 https://www.microsoft.com/de-de/microsoft- 365/roadmap?filters=Microsoft%20Teams
- 40. TEAMS VOICE -WORKAROUNDS - Contact Center - Call forwarding to another solution - Existing 3rd party solutions over federation (Luware, Anywhere365) - Luware Stratus: https://luware.com/en/products/stratus/ - Anywhere365: https://anywhere365.io/solutions- deployment/ - DECT or WLAN Phones - Mobile Client with Teams App - Audiocodes SIP Phone Support (SPS) https://www.audiocodes.com/solutions- products/products/voice-applications/sip-phone- support-sps with Spectralink DECT Provider Sip Trunk A365 Cloud Office 365 Tenant - Kunde Database UCC SharePoint Portal Federation Teams Agent Internet Customer HQ Agent Teams Client SBC/Gateway
- 41. MIGRATION VON SKYPEFOR BUSINESS AUF TEAMS
- 42. INTEROP VS. COEXISTENCEVS. FEDERATION
- 43. MANAGING CO-EXISTANCE Set byTeamsUpgradePolicy - org-wide setting - per User setting (will override org-wide setting) - Parameter NotifySfbUsers Coexistence Mode governs: - routing of incoming message and calls - where to iniate calls and chats - where to schedule meetings Coexistence mode can be mixed accorss an org Grant-CsTeamsUpgradePolicy -Identity user1@contoso.com -PolicyName SfBWithTeamsCollab
- 44.
- 45.
- 46. ISLAND MODE Default Mode Nointeraction Teams to Skype! Two Clients same functions! Users might miss messages! User must answers messages in both! Federation messages only in SfB! Island Skype Island Teams
- 47. INTEROP TEAMS -SKYPE
- 48. 1 Plan your upgrade toTeams Only ROUTE 1 Upgrade to Teams Only 2 + Coexistence “Islands” mode (side-by-side) when: • Skype for Business Online and most on-premises (recommended path) • Desire to quickly move to Teams Teams Collab or Collab+Meetings when: • More complex organizational environment (on-premises and hybrid) • Expect a long co-existence period Journey from Skype for Business to Teams For organizations already using Teams
- 49. 1 Envision teamwork for your organization ROUTE 2 Pilot Teams Deploy Teams Adopt Teams Planyour upgrade to Teams Only Upgrade to Teams Only 2 3 4 5 6 + Coexistence “Islands” mode (side-by-side) when: • Skype for Business Online and most on- premises (recommended path) • Desire to quickly move to Teams Teams Collab or Collab+Meetings when: • More complex organizational environment (on-premises and hybrid) • Expect a long co-existence period Journey from Skype for Business to Teams For organizations not yet using Teams
- 50. SFB ONPREM MIGRATION EnablingSkype for Business Hybrid is required to start moving to TeamsOnly • All msRTCSIP attributes from on-prem must be sync’d to Azure AD Background: Users with Skype for Business On-prem may use Teams, but: • They cannot be “TeamsOnly” (Enforced via grant-CsTeamsUpgradePolicy) • They have no interop, no federation from their Teams client (must use Skype for Business client for this) • On-prem users must first be moved to online using Move-CsUser, in order to execute grant-csTeamsUpgradePolicy 2-step vs 1-step migration • 1 step: use –MoveToTeams switch in Move-CsUser (Requires Server 2019 and CU8 for 2015) • 2 steps: use any version of Move-CsUser,then assign TeamsUpgradePolicy mode=TeamsOnly • Results are same either way, except MeetingMigration • 1-step migration: mtgs will be moved direct to Teams (upcoming functionality) • 2-step migration: meetings moved to Skype for Business Online
- 51. MIGRATE FROM SFBVOICE TO TEAMS Internet Phone System PSTN network PSTN TRUNK Skype for Business/Lync On-premises pool SBC routes call to SfB or Teams based on LDAP, Number Range - Establish Direct Routing with SBC parallel to SfB Voice - SBC handles routing logic - „Soft Migration“ of users and special numbers (analoge devices etc.)
- 52.
- 53.
- 54. TEAMS MIGRATION –BEST PRACTISES - Sync all Users to Azure AD! Check if msRTCSIP Properties are synced! - Go SfB Hybrid! - Interop between Teams and SfB has some pitfalls (desktop sharing*, escalate Peer2Peer Call) ➔ TRAINING!!! - Try to avoide „Island Mode“ for a longer period! - Use SBC for „soft migration“ between SfB Voice and Teams Voice - Choose „right“ Teams Upgrade Modes for your users - Teams Only ➔ SfB can only be used for meetings! - Be careful with special voice requirements (Call Center, Reception) * Desktop Sharing Rolling out Sept. 2019
- 55. FRAGEBOGEN FEEDBACK DANKE FÜRDIE AUFMERKSAMKEIT! VIELEN DANK FÜR IHR FEEDBACK!