Channel Enabled Microsoft Teams Call Queues

The ability to surface a Call Queue as a tab within a Channel adds new value to one of the main cornerstones of the Microsoft Teams Hub. For example, a Support Team can add their voice queue directly into a Channel within their Microsoft Team to provide a more collaborative agent experience.

I created this short video to provide an overview of this functionality. As you’ll see it’s really easy to configure from an admin perspective and the resulting “Call” tab automatically appears in the assigned Teams Channel.

Note: At the time of posting this functionality is very new, so be sure to refer to the Microsoft documentation to check for any changes in the agent experience and for new features that may be been added over time.

The Microsoft Call Queue feature article can be found here.

On-network Conferencing for Microsoft Teams Audio Conferencing

On-network conferencing for Microsoft Teams is simply the ability to make calls to Audio Conferencing Service numbers across an organisation’s Direct Routing deployment. For example, this might be handy during a migration project if you want PBX end users to be able to dial into Teams Meeting from existing 3rd party IP, Digital or Analogue handsets.

As shown in the video below the On-net conferencing feature supports both dial-in and dial-out from Teams Meetings. The dial-out function is enabled by creating an Audio Conferencing routing Policy (New-CsOnlineAudioConferencingRoutingPolicy) and assigning it to end users. For more information please refer to the documentation.

Note: At the time of writing this capability is currently in Public Preview.

Managing Direct Routing Voice Quality for Microsoft Teams

For customers that need to manage their own on-net voice quality for Microsoft Teams, Direct Routing offers an option for Local Media Optimisation (LMO). The overarching principle is that by determining an end user’s location, when on the corporate network, the system will allow the voice path to be negotiated between the Teams client and the internal IP address of one of the customer’s (certified) SBCs. Hence, keeping the media within the customer’s domain, which allows QoS to be applied and honoured for PSTN calls.

Users who are roaming outside of the Enterprise network will establish a voice path with the public IP address of one of the corporate SBCs. Or via a Transport Relay Point if the customer’s security policy blocks direct inbound access to the SBCs.

Behind the scenes the Microsoft Teams platform uses a predefined virtual topology and “trusted IP addresses” to identify on a call by call basis whether the end user is either inside or outside of the corporate network. Depending on the location SIP X-MS headers will be used to tell the SBC where the Teams client is located.

This is an advanced configuration so I created the video demonstration below to help me explain the basic concepts. If this is a new area for you. I hope it helps!

For additional information, please check out the Microsoft documentation. After taking some time to review my video it should make for easier reading.