Microsoft Teams’ new Operator Connect feature makes Public Switched Telephone Network (PSTN) calls simpler and faster. It enables you to bring your operator to Teams if they are participating in the programme, while also unlocking several benefits such as:
Leveraging existing operator contracts – You can keep your preferred operators and contracts.
Simple and quick deploying – Use the Admin Centre to connect to your operator and assign phone numbers to users in just minutes.
Operator-managed infrastructure – The need for hardware purchases and management is saved as operators can manage PSTN calling services and Session Border Controllers (SBCs).
Enhanced support and reliability – Operators can provide tech support and shared service-level agreements, and direct peering powered by Azure allows a 1:1 network connection for enhanced reliability.
Furthermore, Microsoft Teams allows two options under which PSTN services could be utlised: Calling Plans and Direct Routing. Calling Plans allows quick and simple call deployment without the need for on-premises equipment. Direct Routing enables connection between supported, customer-provided SBCs and the Microsoft phone system. Moreover, Survivable Branch Appliance has also been introduced to ensure resilience in critical locations, in the event of an outage impeding a client’s connection.
Operator Connect Conferencing is another new service under the same administrative interface that enables you to add operator dial-in numbers to a Microsoft Audio Conferencing bridge. With it, you can:
Maintain preferred operator contracts when migrating existing PSTN infrastructure to the cloud.
Diversify PSTN infrastructure to include additional qualified operators.
Support multinational needs with additional dial-in locations.
Voice-enabled channels allow any Teams channel to be turned into a team-based call queue. This enables collaboration and information-sharing before, during, and after the call. Furthermore, the Enhanced Call app brings important calling elements such as the dial pad, call history, voicemail, contacts, and settings to a single location, simplifying how you stay connected to your workflow.
Teams also makes placing and receiving calls from several different endpoints easier, although you may sometimes need to move locations or devices to finish a call. Endpoint Transfer allows calls to be moved between different devices such as laptops and mobile phones without any interruptions. Moreover, Microsoft’s new Low Data Mode allows users to limit their data usage during Teams meetings and video calls, as well as establish specific settings based on network availability. There is also a Bandwidth Control setting which enables Teams Admins to set up network bandwidth consumption limits for clients in specific network locations.
With all these tools at their disposal, customers would be able to connect to their preferred contact centre solution to Microsoft Teams. CentrePal’s agents would be able to assist you through call, chat, and collaboration in a single app. CentrePal operates with the vision of assisting organisations in their digital communications and encouraging the digital transformation of corporate communications. Get in touch today and start your journey.