Microsoft Teams Call Queues and Auto Attendants for Direct Routing

Microsoft released a very important update in case you are planning or already operating Microsoft Teams Direct Routing. I’m very excited about this recent service update. The Call Queue (CQ) and Auto Attendant (AA) Services for call flows and call automation were updated for Teams Direct Routing.

What’s new with Teams Direct Routing (May 2019)?

Let me recap and point out the capabilities which were announced via the Teams blog by Microsoft:

  • Manage CQs and AAs via Teams Admin Center (instead of the legacy SFB Online Admin Center)
  • (Preview May 2019) Support for Teams Direct Routing Telephone Numbers in Call Queues (for Teams-only users)
  • (Preview May 2019) Support for Teams Direct Routing Telephone Numbers in Auto Attendants (for Teams-only users)
  • Centralized holiday tables (to cope with calls differently during holidays)
  • Multiple telephone numbers for an CQ or AA
  • Round robin call distribution for CQ
  • (planned, not yet there) Transfer a CQ/AA call to a PSTN phone number
  • (planned, not yet there) Dial extensions from AA
  • (planned, not yet there) Voicemail shared mailbox for CQ and AA

Please note, in case you utilize SFB Online CQ/AA capabilities already: There are some details for as-is CQ/AA which will be automatically migrated/transferred from the SFB Online Admin Center to the Teams Admin Center.

Conclusion, opinion and summary

I’m really thrilled and excited about these updates. Why? Well, if you were still on Skype for Business Server with Enterprise Voice there were some limitations especially regarding SFB Response Groups which now seem to be addressed with this update for Teams Direct Routing.

What does this mean for you? If you have loads of SFB response groups, e.g. Sales hotline, Support hotline, department … hotlines or else you can start to plan to migrate those to Teams with Teams Direct Routing. I.e. you can assign your onpremise phone numbers for this which you use via Teams Direct Routing (an SBC) which will route incoming PSTN phone numbers from your PSTN link via qualified /certified Session Border Controller (SBC) to Microsoft Phone System and Teams.

Isn’t it amazing? I was waiting quite some time on these capabilities. Well, online you could find some workaround to get this working via SBC SIP message manipulation (no big deal), however these workarounds were not support by Microsoft, so if there would have been any minor change on the Cloud Backend it could break things. And I’m sure you don’t want to have a workaround solution for important or even business critical hotlines which might not work all of a sudden? But now, there are the required capabilities to plan for shifting onpremise SFB Response Groups to (Teams Direct Routing) without any workaround (SIP message manipulations, call forwarding…).

Additional Resources